Ashley Furniture Corporate Office & Headquarters

Do you ever read these unhappy experiences, I certainly wish my daughter had read them before purchasing a dinning room and couch . Of course all of it hasn't been delievered yet and i hope they cancell all of it because when they delievered the dinning room table yesterday they had a crack in the bench. they took it back and delievered the same one again the next day. What? Did they think she wouldn't notice? she is a RN and works long shifts and to tie up two days with this nonscense is ridicules. Her husband is a pilot and is also busy. Ashley Furniture does not seem to care what happens after a purchase, take the money and run. Well just remember there sometimes is what you would call an end of the road and if you don't start repairing all the damage you will find a a dead end sign.

I called the Murfreesboro, TN. store and someone named "Matt" tried to hook me up with a sale associate....who hung up on me with out saying hello. So I call back, ask Matt if the items I'm looking for are in stock, etc.. Long story short he tells me yes the things I want are on the floor, but will have to be ordered and will take anywhere from 2 to 8 weeks to be delivered. That's a long time. Anyway I say delivery is free correct (since in my area, due to the economy delivery IS FREE), Matt says no there is a charge. I say Matt, in this economy you charge a delivery fee....he hung up on me. Little did he know, he just lost the store about $3000, I had cash. Ashleys loss. And from some of the post I'm reading here, guess I'm glad he hung up on me, save me a lot of time going to look at the stuff.

Horrible Customer Service. They try to claim they are number one in furniture, and they may be sometimes, but they have no customer service at all. I am 25 years old and made my first ever real furniture purchase from them which will be my last. Think of all the lost sales they would have made from myself and my relatives. After walking around their store in Wilmington DE looking at a Queen size platform bed with mattress and box spring, and a leather couch, I settled on our sale and expressed concern to the representative that I wanted to be sure the bed would fit in my new apartment. I had carefully measured my bedroom to determine that it would fit, but I wasn't sure about getting the furniture up the stairs. I asked the salesperson what happens if the bed does not fit or cannot be moved up the stairs/hallways. His response was not to worry at all and the delivery guys have been moving furniture for a long time and knew how to maneuver the furniture so it would fit. I was not given any option or notification about different box springs, sizes or the ability to order a split queen box spring. I made the sale and I excitedly waited for the delivery call. The delivery personnel showed up on July 13, 2012. The employees were outstanding in moving the furniture into my bedroom upstairs and moving the couch where I wanted it downstairs. However, there was an issue with the box spring. They were unable to maneuver it up the stairwell to my bedroom and told me I would need to call the store. When I called the Wilmington, DE, Ashley Furniture Home Store (the branch where I purchased the items) they referred me to the Main Branch in Exton, MD. When I called this location I was told I would have to pay a 40% restocking fee, the difference in price for the split queen box spring, and a new delivery fee. I also spoke to the manager who told me that Customer Service was working on a solution. I told customer service that I felt the restocking fee and delivery was unacceptable, and was transferred to the Lead Customer Service Representative. I explained the situation to her. I told her that I was not returning the bed so there should be no restocking fee charged. The box spring simply would not fit, and I should not have to pay a new delivery fee and restocking fee for this but was willing to pay the difference in price of the split box spring since it was more expensive. She told me that I would have to pay everything and that, quote, "it was my fault that it did not fit and I should have measured the dimensions when I came home after the sale before 24 hours were up." I told her that I did measure the room. She said, I did not measure the angles and walls of my stairs etc... I expressed to her that I communicated my concerns about the space at the time of purchase and I was assured by the sales person that the delivery personnel would get the bed in the room. I also told her that I was not provided any options about other box springs at the time of sale. She told me again that it was my problem. I asked her if she was unable to waive the restocking fee and delivery fee and she replied that is correct. She said we cannot send delivery guys out again without paying them. I told her I felt she was absolutely right; that the delivery staff should be paid but that Ashley should pay them since the sales person told me the delivery staff would be able to maneuver the space. She told me if I wanted I could pick the furniture up in the Maryland store. I told her that I should not be required to pick the furniture up in a different state, 2 hours away when I purchased the item from a store 5 minutes from my home. To boot, I was also told that I would have to go back to the store to pay the difference of $207.69. I expressed my concern over this as I felt I had already been inconvenienced enough. Thankfully the Wilmington store contacted me and took my payment over the phone. The Restocking fee came to $61.54, the delivery fee is $129.99 leaving the total difference to be $16.16 for the cost of the more expensive split queen box spring. I believe this entire situation would have been avoided if the sales agent had been trained and was able to give me alternative options. Perhaps there could be a check box on a box spring type form that is based on home configurations. If the split queen box spring is more I would think you would prefer to have your sales staff upsell the more expensive unit. Also, perhaps there can be better training to sales and customer service agents. Not one person from Ashley apologized for the inconvenience or even expressed empathy or a thank you for being a customer.

I can't give half a star or not even a star or else I would have picked NO STARS! If you are white and a customer you are pushed to the bottom of the list of things needed to be taken care of because all the customer service reps will tell the other employees that you had to wait this long for your item to come in so they can wait til the CSR feels like making time for your problem. I have even purchased items from their store, and yet when I have an issue that requires the insurance that was purchased, nothing gets done. I have had someone come to my house several dozen times and all I get told is that "We will order the cushions and have them delivered, should only take about a week." This has gone on for over 4 MONTHS!! As a former employee, I can tell you a few things about the sales ads they are false advertisements. They will announce, for example, an entertainment center originally priced at $2,600 but on sale for half that price. What they do is take the same item in the store that is priced at the original price, sale it to you, and get it made out of PARTICLE BOARD!!! You the customer are NOT getting the same item as you think you are purchasing during their so called sales ads. The employees are given a set of markers (that match the colors of the "wood") and are told to "touch-up" any small scratches you may have in your furniture when it is being delivered. Someone may not notice this because the delivery team does not mention it to the customer either, meaning they will try to hide any defects or damages to the furniture from the customer. The delivery team is paid a commission (1% for driver and 0.97% for the helper) and if they have a damaged piece or anything returned they do not get paid for your delivery, hints the reason behind the hiding of damages on the item. The delivery team will also deliver fully broken pieces to a customer, not even trying to hide the damages or even tell the customer it is broken. When you are told the delivery fee goes to paying the delivery team, they lie about that, since seeing how the delivery team gets paid commission. If your total order was $959.00, not including your delivery charge, the driver makes $9.59 and the helper makes less than that. Now if the delivery fee went to the then you would think they guys would make more than what they do, but they don't. The only way to get any assistance out of this company is state repeatedly that you are an irate customer and you will be escalated to the top of the list, or call corporate if that doesn't help you. Because the CSR do not know how to calmly talk to customers to help fix the situation. Little hint about their "cheap prices" the cheaper the item the more pieces are made of particle board. If you want a cheap entertainment center you will be better off going to Walmart to purchase it instead of paying for the looks from Ashley's. The more expensive the item, the higher the chances of getting real wood for items. Unless if you purchase items out of the Northshore Collection, which is the most expensive collection, then those pieces are made of FOAM. If you have a Choice Furniture store in your area or a new branch called Last Call, good luck, they are all owned by the same owners as the Ashley's in West Texas and Eastern New Mexico. They are known for screwing people over for hundreds of thousands of dollars. Most of this information is to inform you, the customer, of what really is going on.

I purchased a nice wooden table set from them & I have not had it that long. The tags were still under the chairs. I was sitting in it tonight & the next thing I know, I am on the floor. One of the chair legs cracked and broke. We had never had a problem with any of the chairs. My son looked under the bottom of all of them & informed me they are all going to break. This is POOR QUALITY furniture. I will Never buy from Ashley Furniture Store again. My husband is truly upset with them because I got hurt & we wasted our money. They will be hearing from me and my lawyer. Buy at your own risk......you have been WARNED!!!!!!!

Customer Service Complaint Ref: Sales Order No. 165175 On 08/04/2012, 9:30 AM our sofa was delivered. During the delivery process, a) The front storm door was broken and parts removed from the door were lost; b) They hit the plaster board and dented the wall; c) They struck a kitchen cabinet resulting in a chunk of wood being removed from the cabinet corner. We were not home at the time of delivery and our in home day care provider let them in for the delivery. When the delivery was completed she inspected the sofa, per the delivery team’s request, for damages and found none. Not knowing about the damage to our house, she signed the delivery papers. There was no mention by the delivery team of the damage and they left in such a hurry that they did not even close the door. After we noticed the damage we called the delivery service department which they said it was nothing they could do. I then called Customer Service Department and was told the same thing due to the fact the paper work was signed. This paper work was signed to state that there was no damage to the sofa. I then asked to speak to a supervisor (Lee Ann) and left a message. I called 4 additional times and I have yet to receive a return phone call. Since you advertise “Excellent Customer Service” and employ the delivery service, your company should be the one to intervene in this situation. We would appreciate your prompt investigation into this matter and advise me of the results. Signed: Sandra Harrell cc: Attorney General cc: Better Business Bureau

Like all the others I have read so far, I don't even give Ashley Furniture 1 star. If you are lucky enough to be reading these messages before you purchase believe this: you should NOT buy from Ashley Furniture. It's been 6 weeks since my purchase. I have received 1 phone call with a date 'the truck will arrive' then claimed they had 10 days to actually deliver it. The date came and went. Nothing. After calling them numerous times I was told "I have good news for you. You should hear in a couple of days". That was over a week ago. Nothing. My boyfriend, who purchased something at the same time, received a return phone call stating he will not receive his purchase for 2 months. Always they say 'we don't have enough trucks for deliveries'. AGAIN, do NOT purchase from Ashley Furniture.

After buying a sofa, we called not even 30 minutes after placing the order in the Woodbridge VA store to cancel the order and the manager now says that he will only cancel the order if he charges a 30% re-stoking fee and that I would only get store credit. It is ridiculous that after 30 minutes the manager will not cancel the order. It is not like the sofa was being built on the spot or that it had already been placed on a truck to be delivered. DO NOT BUY FROM ASHLEY FURNITURE!!!!!!!!

Thank you to the employees that cared about a customer being happy. These emlpoyees that helped me worked in the silverdale, Washington store. Thank you Ashley and Wesley for all of your help. This company is lucky to have employees like the two of you!

"I can't give half a star or not even a star or else I would have picked NO STARS! I am a former employee that was fired for BEING WHITE after my delivery team partner stated the situation was based on his part. As a former employee of one of their locations, the whole company is racist towards anyone outside of the bosses races. They do not like to hire white employees, this may not be true to all locations but in West Texas and Eastern New Mexico this is the problem. If you are white and a customer you are pushed to the bottom of the list of things needed to be taken care of because all the customer service reps will tell the other employees that you had to wait this long for your item to come in so they can wait til the CSR feels like making time for your problem. I have even purchased items from their store, and yet when I have an issue that requires the insurance that was purchased, nothing gets done. I have had someone come to my house several dozen times and all I get told is that "We will order the cushions and have them delivered, should only take about a week." This has gone on for over 4 MONTHS!! As a former employee, I can tell you a few things about the sales ads they are false advertisements. They will announce, for example, an entertainment center originally priced at $2,600 but on sale for half that price. What they do is take the same item in the store that is priced at the original price, sale it to you, and get it made out of PARTICLE BOARD!!! You the customer are NOT getting the same item as you think you are purchasing during their so called sales ads. The employees are given a set of markers (that match the colors of the "wood") and are told to "touch-up" any small scratches you may have in your furniture when it is being delivered. Someone may not notice this because the delivery team does not mention it to the customer either, meaning they will try to hide any defects or damages to the furniture from the customer. The delivery team is paid a commission (1% for driver and 0.97% for the helper) and if they have a damaged piece or anything returned they do not get paid for your delivery, hints the reason behind the hiding of damages on the item. The delivery team will also deliver fully broken pieces to a customer, not even trying to hide the damages or even tell the customer it is broken. When you are told the delivery fee goes to paying the delivery team, they lie about that, since seeing how the delivery team gets paid commission. If your total order was $959.00, not including your delivery charge, the driver makes $9.59 and the helper makes less than that. Now if the delivery fee went to the then you would think they guys would make more than what they do, but they don't. The only way to get any assistance out of this company is state repeatedly that you are an irate customer and you will be escalated to the top of the list, or call corporate if that doesn't help you. Because the CSR do not know how to calmly talk to customers to help fix the situation. Little hint about their "cheap prices" the cheaper the item the more pieces are made of particle board. If you want a cheap entertainment center you will be better off going to Walmart to purchase it instead of paying for the looks from Ashley's. The more expensive the item, the higher the chances of getting real wood for items. Unless if you purchase items out of the Northshore Collection, which is the most expensive collection, then those pieces are made of FOAM. If you have a Choice Furniture store in your area or a new branch called Last Call, good luck, they are all owned by the same owners as the Ashley's in West Texas and Eastern New Mexico. They are known for screwing people over for hundreds of thousands of dollars. Most of this information is to inform you, the customer, of what really is going on."

Went to Ashley in Brownnsville,Tx. Terrible customer service from " The Manager" He lied,lied,lied and lied. He would not honor their so called "policies" Would not match other stores Prices, lied about the protection plan (5 year warranty) we were told that if we do not use it in 5years they would reimburse our money, this is false they only issue store credits. If you are not satisfy with the furniture or their customer care and you decide you do not want the furniture anymore, even if you haven't received them, they won't cancel the order or refund your money. They force you to keep the furniture!!!!! I cannot believe this is happening in this era. It is 2012 people!!!!! (He was extremely rude, impolite and of course a liar)

I purchased a sofa reclining and a regular reclinning chair to match. they called to say we are going to deliver your forniture on Thurs from 1 to 5 window .they came 830 in the evening and I was not home. Icalled and it was now coming Sat from 5 to 930 at night. It came they broke branches out of my trees they flop the furniture down said sign here and left. My wife sat in the rclinner and could not get the foot part of the chair to go back down. I had to get her out of it.The creeks arms wobble sideways. Frame is made out of particle board (JUNK. A tag on the furniture says vthe material is extremey flamable .will burn rapidly with thick smoke.(NICE) no one tells you this. I called to say I did not want the recliner ASAP I was told there are NO returns.I said I caannot operate thi chair ut creeks it sways the material is extremely flammable the frame is partile board .Called the manager in the Millville NJ store (Ron Kincaid) .Told there is nothing that can be done other than to send a tech. to your house.I told him this a a problem beyond a teck ( a wood putty specialist). Told him to hold the my wife would like to speake with about this chair and before she spoke he hung up on her.If you call the warehouse call any of them ore they call you for delivery there name isVALUE CITY FURNITURE as well as ther trucks and I do the furniture i s VALUE CITY FURNITURE not Ashley Furniture These people need to be investigated!Very Upset I want this furniture out of my home and THERE ARE NO RETURNS told to you verbaly after you take delivery.DO NOT BUY ANYTHING from these people!

I purchased a two piece leather sofe and love seat recliner.I also purchased the 5 year warrant. Which is a joke. I paid 2,100 for what I thought was quality furniture. I didn't have the furniture a year before you could feel the wood when you sit and the cushions had gotten flat. I spoe with manager at Ashley in columbus Georgia. He told me to file a claim with Guardman, they were the company the warranty was with. I submitted the claim.A few months later a technician came out to inspect the sofa and to file a report and stated the company would contact us. We were never contacted.After a long period had past. I visit the store in ZColumbus Georgia and Spoke with manager his name is John. He has told me lie after lie.He never keep his word and never follow through with anythings that he said. the last time I call he would not come to the phone. I am going to spread the word about their cheap furniture and the customer service after the sale and the phony insurance coverage they sale.

I have never in all my life seen furniture made so cheaply. I thought Ashley furniture was suppose to be one of the better companies well guess what....we had ordered furniture from a store in buffalo Missouri but sent it all back due to sub-standard craftsmanship. Well we thn ordered furniture from Ashley again from a local store in Lebanon Missouri and although the exterior was in better shape than our last order I have found the slide rails on the drawers are very cheap and installed with 1/8 inch screws which when they were installed are stripped out and don't hold the rails on the drawers. I am working with the store we ordered from to get this issue worked out so we will see how that works. The stores we dealt with we're great and understand our issues I am just very surprised by the quality of workmanship with the furniture. Maybe we should consider buying AMERICAN made items.....

I wish there was a less than zero rating for ASHLEY FURNITURE in LUBBOCK TEXAS. I purchased a mattress set, bed rails, headboard, and a small kitchen table and chairs on 6/22/12. We paid in full at the store as well as a delivery fee. We were told in the store the delivery date would be 7/2/12 and that there would be a confirmation call the day before delivery to confirm all merchandise was available and the address was correct. We never received a call, and so I called customer service. They could not give me a reason why no one had contacted me, or why my furniture had not been delivered. I scheduled the delivery for a second time, and again, no one called the day before delivery, they called as they were driving up to my house. Of course, we were not home since no one had called to confirm delivery the day BEFORE delivery as we were told by customer service. We sceduled delivery for a third time, customer service confirmed all items were going to be delivered, and on the date of delivery, after waiting 12 hours for the delivery truck,(even though I was told I would be the first stop) I received a call from the delivery man and he told me "due to the rain" he would have to reschedule delivery. I said "NO! bring it anyway" then an hour later, he showed up...with only the mattress set and bedrails. When we asked him where our other items were, he said "my ipad says it's on back order" ! I was livid, because the items had already been confirmed to be delivered by Amberlee at customer service. The delivery man was quite rude, he seemed to not care one bit my items were missing or that he was late, and told me I had to call customer service in the morning to locate my items. So I did and what a waste of my time that was. I actually asked to speak to Amberlee, but got AJ, who was suppose to be the customer service manager. He could not locate my furniture, and told me he would search the warehouse there in Dallas and call me back. I never received a return call from him. SO I went to the Ashley store in Lubbock where I had purchased my furniture and asked to speak to a manager. I dealt with Jonathan Vasquez, who seemed at first concerned and was willing to listen to the entire story, and who also looked me straight in the eye and said "I am here for you, I am going to make this right". WHAT A LIE!!!! He marched around the showroom floor, supposedly speaking to someone in Dallas named Mario. Yet, the customer service department put him on hold, and gave him the run around just as they had me...and he is an employee!!! After I sat there an entire hour, waiting to find out where my furniture was, trying to get any kind of answers, Jonathan Vasquez told me he would take my number and call me back. GUESS WHAT? He never did, so I called him back at the store on 7/24/12 and left a message at 2:00 pm for him to please call me. After over 24 hours of initially speaking to Jonathan, I had not gotten one phone call from him or from anyone in Dallas at the customer service department. When I called him back a second time on 7/24/12, at 7:30pm, I was put on hold for 20 minutes. Just as the store was closing, he answered the phone, he had no information on the where abouts of my furniture, and the excuse he gave me for not returning my call was that he "had been busy with customers in the store, that is what the customer service line was for." NEWSFLASH>>>I AM A CUSTOMER TOO!!! Yet no one at customer service - nor the store- knows whats going on or quite obviously doesn't care. I am so upset, words can not express how frustrated I am. When I asked Jonathon what I needed to do to just get my money back, he said "we can only give you an in-store credit, and there will be a charge for cancelling your order- that's our policy". I can not stress to everyone how ridiculously unacceptable, unprofessional, inefficient, unfriendly, and inept the service has been from Ashley Furniture in Lubbock TExas and customer service in Dallas, TX. After reading the other posts, I see it is the entire company that needs a lesson in customer service and good old fashioned manners. You would think in this economy, businesses would be trying a little harder to treat their customers with respect and service. I will never buy one thing from this company again, nor will any of my friends or relatives after hearing of this disaster. WHAT A NIGHTMARE!

this corporation has got yo be kidding. bought a chair in january, had it three days when it broke in two places. contacted customer services and they sent a technician who said that i needd a new chair. waited a week or so and when i called customer service again i was told that the tgech had lied, that the chair would be repaired.sent second tech, who agreed with first tech that chair could not be repaired. then came in the mail two replacement parts. a new techcame and replaced two parts. guess what, yesterday the back of the chair cracked. a new technician will come to inspect the chair. what a load of junk this store has. lesson learned, boycot this place and make sure you buy american. otherwisw you are throwing your money away. just like the chair i got garbage.

Less than 1 star is my rating! I picked up my Durablend dark brown sectional with 2 recliners & a chaise lounge on 6/27/12...as an anniversary present to my husband. Biggest mistake I've made. $1800 later (price plus 5 year crap warranty), and we've already had to call and put in 2 requests for Ashley to send out techs to fix problems with the couch. There were at least 6 tears in the durablend, which should have been my HUGE red flag and I should have returned it right then. The man came out and patched everything up and it looked good as new. I since have read HORRIBLE reviews on Durablend products from Ashley furniture and people say that it cracks and peels within the 1st 12 months-3 years of normal wear and tear. I was talked into the Durablend sofa because I have kids and we were promised that it was fade resistant, easy to clean (which is NOT the case), and will hold up better than leather furniture. Well... not a single person can tell me what to do to keep the furniture from cracking and peeling. They couldn't even tell me how to clean the furniture. I found that for myself on their website. The sales people don't care once they have commission from your sale and you are out that door. Customer service tells me to call the store and speak to Sales dept. to find out how to care for my new furniture...but Sales tells me to call Customer service for that info. What the heck people?? Don't you know about the furniture you are promoting and selling?? I can't find anything online about how to care for Durablend, other than how to clean it with water based soap...and VERY carefully clean it...which means it fades easily. GREAT! I was told I had 30 days to return my merchandise, and 45 days to swap it out for store credit. FALSE!! I called the store & was told I had 14 days!!!! What?? The warranty place said they don't cover peeling or cracking in the Durablend...just cuts. I read a review where a sales rep told a lady to CUT her durablend if it cracked or tore so that they'd HAVE to cover it under warranty. That's being deceitful..and I'm not about that. Wish they would have been honest with us from the start and not so quick to pawn off their crap. The sales guy even lied to his boss to get us a better deal saying we saw an ad in the paper for a competitor of theirs offering this couch for a cheaper price, so they price matched for me. If this guy was willing to lie to his own boss....why didn't I think he was going to lie to me? I thought he was just desperate for a commission. Now I'm stuck with this piece of crap couch. We live in Texas and this couch makes you SWEAT just sitting on it for longer than an hour. When you sweat, or any skin or oils touch the couch..it immediately turns a milky white color over the brown durablend. This does NOT come off and you are left with a marred looking chair. Other reviews say to lay a sheet, blanket or pillow over the durablend to prevent this from happening. I thought this was supposed to be family friendly and easy to care for. NOT...especially when they can't even tell you how to care for at the store!!!! This is pathetic and I'm reporting this to the BBB AND writing in to my attorney general about this scheme of theirs. Maybe if enough of us write in to our attorney general and the BBB they will have to stop cheating people out of their hard earned money. This was my very first couch purchase and this will be my last purchase with this store.

Do Not buy from Ashley Stored!!!! I bought a bed and mattress in which the bed has wooden slats that kept coming out from under the bed causing a five and one half cut on my arm. After two months they finally replaced the slats in which there is a crack in the slats again. I want a refund because I don't want slat roll number 3. So now I'm going to have to sue to get my money back because they refuse to give me a refund. I don't even give them one star!

I have purchased a set of love seat and sofa recliners in February 2012, In Frisco, Texas, and to this date, I am STILL trying to get Ashley to honor their warranty. Both pieces were defective when they were delivered the first time. I had TO FIGHT to have them exchange the pieces. They exchanged the love seat once, which is now "fair", and the sofa recliner 4 times. Yet, each time the sofa is defective, and they now want to "fix" it, instead of giving me a new one AS THEY SHOULD. I purchased new furniture and yet I am ending up with "seconds"! Why should I have my supposedly NEW sofa "fixed" when it should be new and defects' free to begin with?! I strongly advice anyone NOT to purchase anything from Ashley Furniture Stores, no matter where, as their C/S does not honor warranties and do not even care about consumers' complaints or rights. I lost good money and I am stuck with junk...

THE WORST CUSTOMER SERVICE EVER....the owner UGENE CHRINIAN IS A COWARD AND A CHEAT..........WILL NOT TAKE A PHONE CALL OR A MESSAGE.i bought a sofa on 7/10/12 and since then nothing but headaches dealing with douchbag robots on the phone. THEY WANT ME TO LIE ABOUT PIECES DAMAGED FROM THE WAREHOSE WHICH I DID NOT HAVE THE TIME TO INSPECT THE FURNITURE WHEN IT CAME. AND SAY THAT IT JUST HAPPENED NOW... REALLY THATS HOW THIS COMPANY WORKS......If I do not get the satisfaction I deserve for all the headaches, I will file a lawsuit for Breach of Contract. The Contract states I purchased a new couch, not a ripped OR STAINED couch.