Ashley Furniture Homestore

03/17/09

Horrible Customer Service and Quality

by Mauricio at Citysearch

If I could give a negative rating, I would. Customer service appears to exists only to tell you why they won't support a claim on a newly purchased part. Ashley furniture uses a third party service, that the consumer pays for, to subsidize any issues or support for their product. Not only did I report the problem in detail within a couple of days of delivery (a glass stain on a BAR caused by a condensing glass on a marble surface after a singular usage); it took them over two weeks of hemming and hawing before I received a "is not covered by manufacturers warranty. We're sorry, but you will have to use your extended warranty on your newly purchased part." My product was only 4 DAYS OLD! And now, once used, I cannot use my extended warranty on this product again as it only covers the product for one replacement/issue. I do not recommend Ashley Furniture to anyone buying furniture. Sure it looks good; but that's where the story ends. I will not shop there again.

• Pros: None
• Cons: Quality Support and Customer Service

03/08/08

I've gotten better customer service at Target! Bad customer service, bad quality furniture!

by taskir at Citysearch

I bought a table and chairs set from ashely furniture and two of the chairs didn't come with the corect legs. I called customer service to order some new legs and they said it would take 3-4 weeks. Well now the legs are on back order. From the time that I picked up the table to the time that the legs are suppost to come, it will have been over 3 months that I have two useless chairs, and that is if the cahir legs aren't "back-ordered" again. They say that I cannot exhange the chairs for other ones because I did not pay the $250 delivery charge for a $400 table. They offerred me a $50 "giftcard" but it is only good in Austin or San Antonio and I have sinced moved to Houston, which was the reason I was buying furniture in the first place. You can get the same deal/value at other stores, so you might as well go there were they have real warrenties and quality goods. The "Ashley Homestores" are only interested in trying to sell you furniture and they don't stand behind their products, they will just tell you that it was the manufactures fault and that there is nothing they can do for you. Unless you want to wait over 3 months to have functional furniture.

• Pros: none
• Cons: bad customer service, low quality furniture, high delivery charge, takes 3 months to get your furniture

12/26/07

Good deals - BAD BAD BAD delivery problems

by jewlzzz at Citysearch

Fantastic deals - but BAD BAD BAD delivery problems! We have only purchased furniture TWICE at Ashley -- and no more! - mostly due to delivering us dirty furniture the first time and their losing our furniture the second time! On both occasions, there was no compensation AT ALL for our inconvenience.

The first time, the living room set we ordered was delivered with black and greasy scartches all over the top. It took them MORE THAN 9 MONTHS to send a technician out to clean it up. They did not even deliver a new replacement set. DO NOT FALL for the warranty deal -- they only send a clean-up person to come spray some furniture cleaner on the cushions and that's it. I could have done a better job on my own.

The second time we decided to give Ashely one more chance, the salesperson talked us into buying an on-the-floor model, and then they lost it. When I requested a replacement, they did not let me choose a replacement set at equal value. They gave me two of the ugliest coffee-table sets to choose from. Then they send me a $50 off card (which the flor manager said over the phone "it was $50 gift card") -- then when I got it, it was a $50 gift card towards any purchase at Ashley's $450 and up!!!! What kind of compensation is THAT??? This was all after a 3-week late delivery, missing my wedding party at my home - which was the whole reason we got new furniture!

Needless to say, we have vowed never to return to Ashley's and tell all our friends about these stories -- so we all now go to Rooms to Go or Roomstore, which has equally great bargains and next-day grease-free delivery!

• Pros: good value
• Cons: bad customer service, bad delivery, bad warranty service, bad management and exchange policies