Ashley Furniture Complaints SnapShot

Last Updated On: April 10, 2017

Ashley Furniture Contact Information

Business Name: Ashley Furniture Industries Inc.
Corporate Address:
1 Ashley Way
Arcadia, Wisconsin 54612 USA

Ashley Furniture Customer Service

Ashley Furniture Phone Number: 608-323-3377
Company Contact: Todd R Wanek - CEO
Corp Website:

Ashley Furniture Ratings

Average Rating: 1.14 out of 5
Based On: 48 Reviews
Number Of Comments: 15

Ashley Furniture Reports

Reported Losses: $55,310.77
Average Reported Losses: $1,152.31

Most Recent Ashley Furniture Complaints

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Category: Furniture Directory ListingAshley Furniture Industries Inc. Listing

Broken furniture From Ashley Furniture

I am absolutely appalled at the horrible customer service my wife and I have received from the retail store at 150 Delco Plaza, Winchester, VA 22602. We paid for the Montage warranty on our daughter’s furniture back in Nov 2015, furniture that we had a concern with because it had the gliding draws with wheels. We were promised by both the sales person and the general manager that if anything happened to the furniture, specifically the wheels possibly dislodging, it would be covered by the warranty. They informed us that in the event we were to move and anything happened to the furniture it would be covered by the warranty.

The sales rep nor the general manager NEVER DISCLOSED THAT THERE WERE TWO TYPE OF WARRANTIES. My wife and I were lead to believe that the warranty worked in the capacity of fixing the furniture no matter the situation. I am not even going to go thru what the warranties are because you’re the head of the company, and I am quite sure you push down to all the stores to sell this BOGUS warranty without proper disclosure.

A month after we got the furniture the drawers were dislodged and not gliding in properly. I called the store and they took their time responding back to me. They finally got back to me in regards to a shipment of two new draws, and then told me I would have to wait another couple of weeks to see the technician. The technician wasn’t scheduled until March 2016 after fervently trying to get in touch with customer service at the 540-834-0740 number. Either you’re on hold forever, or the line hangs up on you after being on for so long. The technician came and fixed the furniture, but it later dislodged again.

We recently moved, and my wife called the Winchester store to receive a store credit on the furniture because of the BOGUS warranty we purchased so we could obtain a different furniture set for the same amount, or by adding additional funds. We didn’t want another temporary fix, we wanted new furniture. My wife spoke to a sales rep named Michelle. Michelle was rude to my wife and gave her attitude in regards to our inquiry about our furniture and the BOGUS warranty we purchased, asking my wife how does the store know it wasn’t broken during the move. I AM WRITING TO TELL YOU THAT THE REQUEST TO FIX THE FURNITURE FROM THE BEGINNING WAS FROM OUR ADDRESS IN WINCHESTER.

How dare Michelle question us without knowing the facts. Is this the type of training your employees receive from the corporate office, to be snobbish and rude to customer concerns? Michelle’s customer service was atrocious. After my wife gave the actual details of the situation, Michelle relayed the details to the general manager of the Winchester store, and the general manager said he would get in touch with “customer service” and would call my wife back on 8/25/16 at the end of the day. He never called at the end of the day on 8/25/16. Yet again, atrocious customer service.

Even if he had to give a courtesy call and tell her he’s still waiting on “customer service” it would have been appreciated. Not calling back makes it seems as if they’re buying time to create a lame excuse, or because they don’t want to deal with us. The general manager of the store called my wife on 8/26/16 and left a message stating there was nothing he could do. He stated that since we moved the warranty was voided. Now if you read the fourth sentence in the first paragraph we were told that in the event of a move that the furniture would still be covered by the warranty. Your store lied to us and never disclosed what the warranty covered, and did not cover. So now no one wants to own up/take responsibility to replace our broken furniture when we purchased a BOGUS warranty that supposedly covered this type of issue. I will be personally taking a trip to the Winchester store to display my displeasure with this appalling and horrible customer service, and to receive a refund for the warranty I purchased.

We’ve purchased from Ashley’s quite a few times. However, after this experience we will no longer spend any money at your stores. And we will also be informing our family and friends to stay away from your stores. All indicators tell me that the Winchester store thought we would just rollover and “eat” the situation. I am here to tell you that they have jerked the wrong people. My wife and I are reaching out to the court system to subpoena the store, as well as contacting the local news problem solvers division to get some real answers.

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15 Comments on "Ashley Furniture"

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A Law Suite needs to be filed and placed on all social media channels.

Well… after reading these reviews and seeing the rating of this store, my fiancé and I should’ve known to stay away from this place. But, we decided to check it out and thought maybe WE would be that one couple to experience satisfactory customer service. Haha, wrong. I’m laughing because of how put-together these crooks think they are. FROM START, we called to get a price on a furniture set and worked with good ole Tommy from the store. The price we were told was awesome! But, it was durablend, so what do you expect. Anyways, Tommy said that he… Read more »
How is this place still in business?This is the worse company. If one is considering buying anything from the this store, run far away. Worse customer service if any company I have ever dealt with. Poor quality furniture. I purchased a sectional couch at the Manassas Virginia location in September of 2016. It took a month for delivery. Upon delivery, we discovered half of it was broken. I called customer service and requested a new couch and was promptly told they do not replace, only repair. But, I could have anything repaired with it for the first year. After 2… Read more »

Purchased leather furniture and after 1 year the leather began to peel away leaving a large area in the head rest section. To make matters worse I purchased the warranty for $300 under the salesman’s word that it covers “everything”. When I went to file a claim it was rejected saying normal wear and tear is not covered. This is clearly a defect. If this is what $3,600 of Ashley Furniture looks like after 1 year you would be a fool to ever step foot in that store.
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Dresser that I did not order was delivered and my son dresser was delivered broken. I was under the impression I was ordering a dresser from the Zelen Collection but because they did not have it on the floor the sales person showed me the Juaro Collection and told me it was the same color. He sent me the Juaro dresser even though I requested the Zelen dresser. When I went to the store to tell them about the mix up the sales person and another manager told me that there was no difference and that they was the same.… Read more »
Ashley’s Furniture @Cincinnati Northgate Mall. Went in with my dad and was approached by Sales rep – George, who said hi and gave us the expected greeting and acknowledgement when someone walks into a store. Great! We looked around and saw a recliner, but I had to also looked at other stores to see what they had. Came back that evening with my husband, walked around for 20 minutes. During thst time we crossed paths 2x with a sales rep, who just kept walking and said nothing. greeting, and rudely ignored by sales rep. We were ready to purchase… Read more »
Ma’am, The store is located in Woodbridge or Dale City VA. My wife spoke with someone last-night and was told that this claim was not referred or routed to higher authorization for approval. Also, she was informed that the person with that authority will return on 17 November 2014 (Monday) and if she can wait until then. Any Suggestions on how we can expedite this issue. I have $1200.00 tied-up at this establishment with no solution but to select something that I do not need. I know for a fact they would not treat their family-members or the CEO’s family… Read more »

I use to work for Ashley Furniture, I could tell you some stories about the owner of the Ashley Corparation and their Ashley Home Stores. Save your self from a lot a lot of headaches. Buy from different manufacture!

My husband and I purchased a reclining loveseat from Ashley Furniture. We are both retired and on Social Security. The amount we paid for this loveseat was a good portion of our monthly checks. After the delivery people left and in a different light we saw that one side of the loveseat looked dirty and one of the arms had beading on it. It seemed as if this was a floor model that had been delivered as new. We called and were told that a person would come out to take a look in about 10 days. He arrived and… Read more »

I’ve a plan for buying some furniture for my bedroom and Ashely furniture conception is able to gives me a vital look about his furniture. But the company’s policy that says that they make exceptional furniture and stand behind their product conception makes me impress to enjoy your furniture.

I have contacted the BBB on Montage (insurance company) and Ashley. I purchased my furniture paying over $3000 plus insurance $500. Loveseat and sofa both have burn marks in them. I have received since 5/29 2 bags of foam and one bag of material which nothing is correct. I have about 30 calls to Montage with the BBB they are on top of it. Today Montage informed me I should receive the correct stuff within 3 weeks. Save yourself frustration, time, effort don’t buy from Ashley or get insurance. Anyone who does have issues should contact the BBB its worth… Read more »
– We did have 120 days to make sure this was the bed for us, but after a month we were tired, crabby, and hated this mattress, Called to have it returned and were told we have to give it a chance and use the 120. we called back on day 115 and were told we would have to pay the return shipping, and prorated the time we used it, plus we could not get money but we would have to choose from the beds in their store. Well if you have already bought their "BEST MATTRESS" where do you… Read more »
PART1 of 2——We purchased a memory mattress (Top Line most expensive in the U.S.) from Ashley. We did all of our homework as to what mattress we wanted for over a year. We then received it from Ashley Furniture and understood it would take a few months to get used to. for the first week we slept in the guest room to allow it to conform and reach the home temperature (We were told) Well finally started to sleep on the bed and it was hard as a rock, I’m not kidding you, it was THAT hard, room temp was… Read more »
When will I ever get my furniture??!!!! They haven’t even bothered to call, I had to call them today and was told the warehouse was backed up. To make matters worse the receptionist was rude and chuckled when I asked if they could deliver it tomorrow. Now my order is backed up. Maybe if they delivered more than twice a week that wouldn’t be an issue. I should have commissioned some Amish guys to make it, I wouldn’t have probably gotten it by now. (Next "delivery" day it’ll be 31 days since I placed the order, and no guarantee I’ll… Read more »
Ashley Furniture delivery men arrived at our home this morning and would not bring a bedroom set into the house unless we signed a damage waiver, exonerating them from all responsibility to our walls, floors, carpets and ceiling. This is both absurd and nowhere to be found in the purchase agreement or any other document that we received. Our home was prepared for delivery in every respect, including the removal of a front entry storm door, all furnishings in the room and in route to the room. Even the dog (a mini schnauzer) was crated and fresh coffee was brewed… Read more »

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