Ashley Furniture Industries Inc

Our experience overall with Ashley Furniture was HORRIBLE. We visited the store and several other furniture stores many times to find the perfect pieces we were wanting for our home. We were expecting our first child within a couple months, along with a move in date of the next weekend, so to say the least we were in a slight unexpected rush. We found a sectional and MATCHING recliner at Ashley Furntiure and checked the avaiablity of the pieces. Given this particular sectional is discontinued and hard to find the Distribution Center for this particular store had one left. The salesperson assured us many times if we were to purchase the sectional THAT DAY we would have the piece delivered by the following Wednesday. So we did just that, purchased, Paid in full with a 150 dollar delivery charge, so we would not have to sit on lawn chairs in our living room for weeks. The salesperson also stated she would give us a call that following Monday to make sure of a delivery date and time. Monday went by and we heard nothing from the furniture store. So we decided to give them a call, the same salesperson we dealt with that Saturday answered and stated 'she had forgot to submit our order" she also informed us we could call the distribution center to see if we could arrange for a separate delivery. We made the phone call to the distribution center the person answering the phones stated that the truck to Tuscaloosa had already ran for the week, if he would have had the order turned in as we were promised the sofa would have been there as promised, but it would be a week and a half before the truck runs again. They told us we could come pick it up at anytime though. So, being in the situation we were, we decided to have a family member pick the sofa up or us, neither of us having a truck or trailor kinda causes problems when attempting to pick a 9' sofa up. The Distribution Center faxed us instructions to them. We handed them off and awaited our sectional. We receive a phone call from the relative they stated the directions were totally wrong! Where they were supposed to make a left it told them to make a right. The directions would give landmarks on the wrong side of the road as well. After calling once again to get the CORRECT directions they arrive, the personnel go bring the sectional to be loaded on the trailor. Instead, of picking up the pieces and placing them on the trailor, the Ashley Furniture personnel decide to slide it on the trailor. Good idea until the bottom and back of the sofa rip. Now we have holes in the back and a sagging dust cover on the bottom. The Ashley Furniture people, oh it will be fine the company should repair or replace the piece since we purchased the repair plan. So we give the montage - repair company a call setting up a repair on the sectional. The repair person stated he would be in the area in two days to look at the damage to repair. Four days roll around, still nothing, we call again he stated the following Friday, then calling to change it to the Following Saturday. Finally, showing up in a 6 hour window he took a five minute, if that, look at the damage and he informed us he would be ordering the replacement back for the sofa and that should also repair the dust cover sagging as well. He would be back. WE receive the replacement backing for the sectional, which has now been 4 weeks l still have a replacement chunck of leather and a damaged couch. I would not recommend anyone to use Ashley Furniture. We are disappointed with the Customer Service and the willingness to help the customer.

We came into the store on January 1, 2011 to buy living room furniture for a new family room upstairs. This is a large room which used to be a bed room for two little girls. We recently finished another area upstairs turning it into two bedrooms and a bathroom. We decided to turn the other room into a recreation room. It is a very big room with an air hockey table, piano, and projector TV. The only thing missing was a place to sit. We needed a couch, a coffee table and end tables. This is why we went into Ashley Furniture on January first. We wanted a couch with a sleeper sofa so when we have company, we would have an extra bed. Once we picked out a couch, which we were told could come as a sleeper sofa, we then picked out the coffee and end tables with it. While we were there, we decided to look at the mattresses, since the one we had at home was over 10 years old. We found a mattress we liked and ordered that as well. We waited while the paperwork was completed and paid in full with a credit card (over $4000). We were told that the delivery would take 2 to 4 weeks at most. We were glad because we had already planned on having a Superbowl party at our house. We are also hosting an engagement party on February 26, for friends of ours who are getting married. Well, 3 weeks and 6 days after ordering, we received a phone call from Ashley Furniture informing us that the couch we ordered could not be ordered as a sleeper sofa, that part had been discontinued. They said they could still get that same couch, just without the sleeper sofa. We told them that we needed a sleeper sofa and they said we would have to come into the store and pick out another couch. I then asked about the mattress and was told that it was there. I asked when it would be delivered and was told someone else from Ashley Furniture would have to call me with a delivery date. So here it had been 4 weeks since we ordered, and were told we would have our furniture by 2 to 4 weeks, and I was being informed that we still had to wait for a phone call for the mattress delivery, and we would need to come to pick out a different couch. Of course one major problem I had with this was that we were told 2 to 4 weeks LATEST for delivery. How is it even possible that they would have been able to deliver within four weeks, when they had not even realized that the sleeper sofa on that couch had been discontinued until 3 weeks and 6 days after it was ordered? We went into the store and looked at several different couches, trying to find one that would come with a sleeper sofa. When we finally picked one out, we started placing the order for it and I even made the comment, ?So you are sure that this sleeper sofa part has not been discontinued, right?? The salesman laughed and said yes he was sure. We asked if there was any way they could put a rush on the order since we had already been waiting four weeks. We were told that they don?t do that. I then asked if they could put our order ahead of other ones (again, since we had been waiting four weeks) and was again told no. We knew that this meant that we probably would not have the couch in time for our Superbowl party, which meant there would be people sitting on the floor upstairs since we had no furniture there. I was NOT happy about this. As he was placing the order, we sat and waited. We ended up waiting for well over an hour, I?m not sure what took so long. During that time I asked about the mattress and when that would be delivered. I was told that I needed to wait for a phone call sometime the following week for that information. We were really frustrated at this point. Before we left the store, the salesman assured us that our new couch would be delivered no later than the 20th of February. I received a phone call later that week and the mattress was delivered that Thursday. Needless to say, we did not get the couch in time for the Superbowl game. Our guest watching the game upstairs had to sit on the floor. Last Saturday (February 19th) my husband decided to call the store to ask about the couch, since it was the 19th, and it had been 3 weeks since we re-ordered a couch. The 20th fell on a Sunday and we assumed there were no deliveries made on Sundays. When someone called my husband back later that day, he was told that the new couch we ordered could not be made with a sleeper sofa. Needless to say, we were livid! They told him that they could order it without the sleeper part and give us an in store credit for the difference. I honestly thought my husband was joking when he told me this. So, again, how were they going to have it delivered by the 20th, when they had not even noticed that this particular sofa could not be made into a sleeper? Not to mention my husband is the one that called THEM! How long would it have taken them to contact us about this??? So now the engagement party is this Saturday. I assured my friend that we would have the new couch by then. One would think that 8 weeks after buying a couch and paying for it in full, that you would have it at your house. This is just unbelievable to me! Now, our guest who go upstairs to mingle will have nowhere to sit! Not only that, but because we can?t wait another couple of months for a couch up there, we are now going to have to take a couch without a sleeper sofa! Then we are told that we will have an in store credit for the difference? So since they could not provide us for what we had paid for, we are now going to be forced to spend that money in their store anyway? Wow! We were told Saturday that someone would call back to let us know when to expect the delivery, no one did. So I called on Sunday and was told that the person who handles that doesn?t work on Sundays and that they would call me back Monday. Well here it is Tuesday and, not surprisingly, no phone call has been received. It is very obvious that Ashley Furniture does not care about their customers.