I need Todd Wanek to contact me. I purchased a couch and rocker recliner on 5/29/17 at the Killeen, TX store. The foot rest on the rocker recliner will not raise properly. I have contacted the warranty twice and customer service Anthony Condee. No one will contact me or call me back with a date to come fix this. I will spread the word of not doing business with this company ever. Very disappointed with warranty people and customer service person. Please call me Todd The Killeen store has My contact info. Sherry Labay Goldthwaite Texas.
I bought a mattress from the Northridge Ashley Furniture store back in November 2015. Soon after I brought it home I contacted the store where I purchased the mattress and a service man came to see it. I was told there was nothing wrong with it. I gave my mattress to my son and he did not want to sleep on it. He complained that there was something wrong with the mattress. I went to visit the store and was given my account number and asked to call a service number. On May 7, 2017 a representative came to check the mattress again. I never heard from anyone. I called the Northridge store and was told there was nothing wrong with it. I am respectfully requesting a replacement. I am not asking for anything better, bigger I paid for a mattress that my husband and I can sleep on the edge because we sink in. The young man that came to my home told my daughter he saw a problem and was going to report it. Apparently he did not. The notes of the technician is; that there is nothing wrong. Today a second request is being made to have the technician contact me. The invoice number is (hidden) my account number is under the prior phone number 818 272-6678 and the service req# is 380 870.
they need to go out of business
Worst company ever, don't even start working with them. Between the store, guest services, and the repair company, they have no clue about customer service.
I agree wholeheartedly. I purchased $3000 of furniture and assessories. The cocktail table when delivered initially was visibly scratched and it was delivered irrespective of the multiple blemishes. The second delivery the cocktail table was damaged severely. We asked for a credit and was advised an absolute no.....take or else. Absolute lack of professional customer service. Will NEVER purchase anything from.Ashley's again.
I BOUGHT A THOUSAND PLUS MATTRESS AND A 120 DOLLAR MATTRESS PROTECTOR AND ON 7-12-2017 THEY SENT OUT AN INSPECTOR AND HIS ID # IS 3098 AND HE TOLD ME TO MY FACE AFTER TAKING MEASUREMENTS ON MATTRESS AND PROTECTOR AND SAID NO PROBLEM THE MATTRESS WAS WAY BEYOND THERE REQUIRED DEPTHS OF WARRANTY AND I WOULD DEFFENTLY BE GETTING A NEW MATTRESS AND NOW ASHLEY 'S CORPORATE OFFICE IS BLAMING THE MATTRESS PROTECTOR AND REFUSING TO REPLACE THE MATTRESS THEY DO NOT. , NOT STAND BY THERE WARRANTY "S. VERY UPSET I WILL BE CONTACTING. CEO. TODD WANEK
I am the person who purchased the 2 couches.
I purchased 2 couches instead of a couch and love seat in Aug of 2016 and 1 couch is fine the other was/is bad after 4 repair attempts and the attempted deleivery of 4 more couches nothing has been resolved. I had this couch in my living room through the thanksgiving holidays stripped to the bare wood. They did put the fabric back on before Christmas but it is still in horrible shape. I was told I could do a reselect but, when I went to do this I was then told I could only choose 1 couch because the other couch is fine. Who in the world wants 2 different couches in one living room, not me!
someone please get back with me. this is the worst experience i have had as a consumer
Please contact me as I a! Not getting a response from customer service! I will not be purchasing another couch from your business again!
I feel your pain!!
I have to tell you, that my dealings with Ashley furniture has been some of the worst in my life. I went in and got approved for a substantial credit limt, I bought a bedroom furniture set and a $3500 sectional in the hopes that i would finally find some quality furniture. I was approved to finance it all for 6 years at 0%, however required to purchase the extended protection warranty.
Within 2 mths of my purchase my couch was very worn, I called the guest relations line, who I was instructed to by the store I bought it from. I told them how the legs were all different colors, how the couch was worn and all the cushions were sunken in, and that i was very dissatisfied as a consumer, and asked to talk to a supervisor. They refused to let me know talk to one, finally said one would call me back, and I never heard from anyone. I feel its my right as a consumer to speak to management. Anyway they did come and fix my couch and said that they would continue to fix it but i could not return it for another one.
Here we are again, a year later and I going thru the same thing. I called to get it fixed, and since its passed a year they will not do anything, sent me to my extended warranty and its not covered. I asked again to speak to a manager, and they refuse to put anyone on the phone and its completely ridiculous. They just keep hanging up on me. I have a right to speak to someone. Now i have a couch for 5 more years and it looks like Crap and I cant talk to anyone. I will NEVER buy or spend my credit limit in this store, and mom my was looking at some couches there and she will not be going there either. I will tell you there is a LOT of people having the same issues.
I would really like to resolve this, and I have talked to Fox 2 news and posted all over on social media. I just want to find a resolution and no one will call me! Please help!!!!!!!
I placed an order to take advantage of the July 4th savings as I am a single mother and cannot afford to spend thousands of dollars on furniture. I also have an Ashley Furniture/Synchrony credit card which allowed me to make a purchase with 12 or 18 months no financing. I purchased my first home in May 2016 and when I finally had time to start looking for bedroom furniture it took me almost 5 months of furniture searching to fulfill my shabby chic style I was hoping for, when I fell in love with the Olivet line of furniture you sell. I completed an online order for 2 nightstands, dresser and headboard totaling $1,058.93. The nightstands were to be shipped via UPS and the dresser and headboard would be delivered.
Upon arrival of the 2 nightstands, which I was extremely pleased with getting so quick, they were both damaged. Night stand #1 had a huge hole in the side of the unit as there was a hole in the side of the box and night stand #2 had a bowed top drawer with a crack down the inside. I called into the customer support center who offered to do a rapid replacement and no monetary credit for the trouble. I asked and the agent spoke with her supervisor and offered me $50 credit total for items that were each paid for at $179.99. I asked to speak to a supervisor where I was then given a $120 credit for the trouble and a request was going to be made to have the warehouse manager inspect the items and a request for it to be "super packed." I work in retail and serve customers on a daily basis. Warehouse manager inspections and super packing are something I believe should be offered to all customers that you interact with and not felt to be a privilege.
Fast forward to July 10th, when I arrived home from work there were 3 boxes on my door step. I immediately called into Ashley Furniture as I was confused of how I had 3 and was told it was a mistake with the processing of the replacements and I needed to let them know immediately if I am able to keep any of the items so a request for pick up with UPS could be processed. Being that I am a single mom, I had to wait until 10pm until a friend could come over and help bring all of the boxes inside, help me unpack, inspect and pack back up more damaged dressers. At this point only 1 of the 5 I was shipped doesn't have damage on it. I went and purchased packing tape for the boxes and as I was hoping to keep the 1 nightstand that was not damaged I placed the box out with the trash as the trash pick up is Tuesday's.
When I spoke with customer service today, she started asking for serial numbers and said there was nothing she could do if the units did not match the serial numbers on the boxes. At this point, I said that I wish I would have known this yesterday because I would have made sure I wrote everything done, but being that I had helped I wanted these packed up and outside to not hurt myself in doing it alone. I asked to speak to a supervisor and explained the whole ordeal from the beginning.
I was willing to keep the 2nd nightstand that has damage on it, but requested that I receive compensation for it as I am keeping a damaged item. She said she needed an image so she can decide the % she would give me on the item. If I am keeping a unit that is damaged, I shouldn't be given a discount, I would rather have a new undamaged item at that rate.
I am not willing to pack up boxes and have them stacked on my front porch for 24 - 72 hours when UPS decides to pick them up. I have asked that the nightstands be placed on the delivery truck with the rest of my order, which I was told wasn't an option. I asked for the items to be shipped to the Ashley Furniture store near my house as I can throw a rock to it from where I live. I was also told that that wasn't an option.
As frustrations build, I told the supervisor that she could cancel my entire order and that I would set all of the nightstands outside for UPS, but that I live in a townhouse where the entrance to my home is not large. Therefore all 5 nightstands would not fit. I also mentioned that the box for the 1 nightstand in good condition was already thrown away and she said there is nothing she could do. I asked for a box to be sent to me and she said that wasn't an option. I am not going to purchase a box for the item to be mailed back in. I said I would drop it off at the local store and she said they won't accept it there. We left the phone conversation with the fact that she needed to do more research on her side. I am not sure if my order was canceled as I have not received any type of email with a credit to my account or a return.
I am completely dissatisfied with the lack of customer service with Ashley Furniture and hope that no one else has to go through such an experience where your customer doesn't feel that they are #1 in your priority or that they matter to anyone.
Sorry for my typos, unlike Ashley Furniture I was multitasking and dealing with consumer issues for my company. Also I let the situation with Ashley Furniture get the better of me. My frustration level is through the roof with the rudeness and lack of response to a situation out of my control and completely created by Ashley Furniture.
Ashley Furniture promises good customer service but does not deliver. Would love to see Ashley call their own customer service number and try to get an issue resolved. The customer service people are rude and confrontational. In addition quality control appears to be limited.
In April 2017 I ordered a living room set and bed at the Ashley store: Lemay Ferry Road St. Louis Missouri. Billy my sales person was very nice and informed me the sofa table was on back order and I understood delivery would be delayed 4-6 weeks. I received multiple calls scheduling delivery only to be called back several times to cancel and reschedule due to a production problem. Finally on June 30th the sofa table was delivered damaged....totally trashed. Unfortunately I was not home and my neighbor accepted delivery. Called customer service and did not get satisfaction until I sent pictures. Ashley Furniture reschedule a new table to delivered this past Saturday July 8th that table was damaged, we declined delivery. Called customer service immediately only to be told I could not speak to a manager (advise given to me by the store). Matthew the customer service representative told me I was uncooperative and could only speak to him. I explained again I wanted to speak to a manager based on my previous experience and Matthew again informed me I was uncooperative and hung up on me. Today Monday I called cooperate and a nice woman by the name of Melissa gave me the number for customer service and after telling her my store suggested I ask for the manage, I did do just that. Problem....Justin rudely informed me that there was no manager around and to try again later. I asked Justin if I could leave my number and have the manager call me back. No surprise, he said "no call back" and hung up. Does anyone else see a pattern? I tried Todd Wanek's number to get someone who would speak to me. Operator gave me LIz, she took my info and informed me that the stores are all independently owned. That does not absolve Todd Wanek from responsibility just as McDonald's cooperate would not be totally independent of their franchisee's. Liz said she would pass on my info to upper management and they can take up to 24-48 hours to respond. Seems that someone may want to talk to me or is my idea on basic quality assurance and good customer care a lofty expectation. Sorry Ashley Furniture you need to Improve to keep a loyal customer base. Todd Wanek are you listening?
Ashley delivered a dresser over 7 weeks ago without the legs. We were told the legs would be mailed separately. I called the local store and the customer service line multiple times and was told the legs would be ordered and shipped. Today I was told they would be replacing my entire dresser but couldn't do so until July 28th. It is unacceptable to wait 3 months on a complete product. My initial experience was good and I have probably spent over 10K in the last 3 months but because of this experience I may never go back. Very disappointing customer service....
Ashley furniture Florence SC..there service is terrible..I will never shop there again..after reading all the other complaints on here I feel your pain...I'm very disappointed..Ms.Ray
Went into Ashley Furniture in Madison Wi today and received no service. We were the only blacks in the store and even people who came in after us received help. I had to go to the counter and ask for help and they had plenty of workers. The store was not even busy. This store is racist
I will never buy from Ashley Furniture again. This is the worst company I have ever had to deal with. I bought a sectional sofa from them. It had power everything. We spent $3000 on this. 11 days after it was delivered it stopped working. I have been on the phone with them telling them to come pick it up we don't won't it. Well if I do that I owe them a $900 restocking fee. I think that is totally Un fair since it broke after 11 days. So then they said they will send a repair man out to fix it. My appointment for that is a month away. So I have a brand new sectional that does not recline. Worst company I have ever dealt with. If you need furniture go somewhere else. Nobody seems to care about you or if your happy with your purchase. I show have read the reviews that I'm reading now. I can't believe that someone from the coorporate office does not take control and do something. I will make sure my review is send by alot of people. I will post it everywhere. BBB here I come.
I purchased the Wendota Dinning room table, chairs(4), bench and server along with three (3) "counter height' bar stools, master bedroom set, and full size bedroom set over a month ago. I was three(3) separate delivery dates none of which was within the week of purchase. The second delivery I had to tell the delivery guy to call his supervisor because he refused to put together furniture that the first delivery guy left. And the only reason he left it was because it was a only 1 piece of the full size bed. Then the third delivery, (3) bar stools, which was exactly four(4) weeks after purchase and 4 days after the (June 29) delivery date - July 3, came in... I told delivery guy that they were the wrong items and to take them back. Well, that policy of don't except was out the window. Because the guy said, call customer care line and ran up out of my house after leaving bar stools too tall and not what I ordered. I called my sales person (Rick) and he told me to cut 2 inches of the legs. I guess once the sale is complete they care even less than the company does... After talking with customer care, they tell me to return the chairs back to the store and if I wanted choose a different style or something... Well got to the store and they would not take the stools... So I asked for a refund because there was nothing else in that store that I wanted. The "ASHLEY" policy is no refund after 48 hours of purchase. Funny, I didn't get my furniture 48 hours after purchase and I'm still waiting for my Wendota Dinning room Server. It took all I had to not make a scene in this place they call a business. After speaking with the manager and him looking at my receipt where he could plainly see that I bought a house full of furniture spending approximately $10K - OVER A MONTH AGO. Yet I'm still waiting for all of my items to arrive. He said he would call the 'CORPORATE" office to get approval. Luckily (for them) for this messed up situation it was approved. However I still have not receive my Server. Now the date has been pushed back yet again (4th time) to Tuesday, July 11. I assume customer care didn't get the message because I had to call them (again) yesterday to find that it wasn't coming today, the third given delivery date- July 7. I am beyond angry with the level of 'customer care' Ashley Homestore has presented. From waiting over a month for paid in full furniture to taking the wrong furniture that the sales guy ordered to the warehouse to unload as though I work for them to their policy being "you can't get a refund after 48 hours of purchase. But they can take up to a month and more to even get your items delivered. If you are reading these to see if Ashley is a good store to purchase from, I recommend NO!!!! I purchased from The Woodlands, TX store. Again, I am beyond angry and extremely disappointed in how customer care, the sales folk (Rick & Candy) and the Ashley 'policy' on how this sale has been handled.
I purchased a bedroom set for my son less than 2 years ago. Before the item completed the year of purchase one of the side rails started to peel off. I called the warranty & the piece was replaced no problem. This time the other side started having the same problem. I called the warranty & they said if the piece was replaced it would no longer be covered under warranty. I would have to buy a separate warranty for this piece, which doesn't make any sense to since I purchased a 5 year warranty for this set. The store in Middletown NY ordered the piece & had me pick up at the store. Now I have this side rail in my garage & no one is coming to install them because according to the warranty it's no longer covered. I don't understand why I paid for a 5 year warranty of when a part is to be replaced I would be told to buy another warranty? This is something te sales people should let the customers know. I have purchased furniture from Ashley before but after this poorly handled claim I don't think I can trust your store again. Very disappointing on how the staff from store & warranty handled my claim.
Name on account: Andrew Ward (845) 820-8562
Me & my wife bought a new leather couch & love seat a few months ago. It has the power seats & head rest. We got a nice rug also, spent around 5k in the Murfreesboro Tn store. We love our couch but when we bought the couch it didn't come with pillows & we purchased a couple & Brian the sales man throwed in 2 pi)ows for the love seat. They where ordered to be sent to our house but after a couple months went by we never received them. We went into store & talked to the salesman & to a woman at desk who said they was on our bill. He said if he had to he would go get them & bring to our home. This was over a month ago, I called the store last week & talked to a manager & she says it didn't show our couch came with it. I explained it to her & she told me that was between us & salesman that he would call me & he did. It's now been over a week since he called me & said he would find out what happened. I'm very disappointed in your sales people & how the store ripped us off on our pillows. Most of all I hate someone lying to me. So guess next time I need something new for house I will be taking my business elsewhere. If by chance this gets looked at by someone in head office that cares about the little people like me that helps keep your doors open you can email me at (hidden)
OMG I cannot believe the lack of customer service and the nerve of them pledging good customer service in their advertisements. I truly wish I had read these reviews prior to the purchase because obviously I am not the only person not reading these reviews the CEO and senior leadership cannot be. All of the reviews are negative and regarding the poor customer service that I can now relate to. We purchased and paid in full an icomfort bed and for delivery and set up the bed was scheduled to be delivered a week ago well needless to say that did not happen and was told it would now be delivered today which I took off work to be home for only to find out that hadn't been scheduled either and now it won't be until the weekend. I tried calling the manager and was placed on hold 3 times for more than 6 minutes each and then disconnected the 4th time. Tried calling the corporate office to get put on hold there as well then I hung up. We will not be making any more purchases from Ashley and I have to say I will definitely sharing my experience with others.
My husband and I went into Ashley in a Davie , Fl. Spent a ton of our hard earned money only to get screwed. We were moving to another state and purchase the furniture weeks before the move so it would get there when we did. My husband is handicapped and we needed the bedroom set so he could get up. They charged us a ton of money to have a shipping company deliver it. Told them the 29thnthey confirmed . Called back said it was coming the 24th I said no that we won't be there till 28th . Comenthen29of June I called the shipping company that morning to confirm with the ticket number and she ripped my head off telling me it was still in the warehouse in Miami. The general manager Jamie basically called us liars talked to us like dirt wouldn't refund our money and now a week later no furniture and my husband sleeping in a chair I had to go buy because we can't afford a hotel for indefinitely . I am so disgusted with this company this is how you treat people and a veteran who is so much pain fighting for his country . I hope carma comes around and will be calling corporate offices . I will be that thorn in your side that won't go away .