On Wednesday, August 12, I contacted their Phoenix, Arizona customer care center by telephone. I left a message after listening to a message that said my call would be returned in 24 hours. I left my home phone for looking up my prior purchases; but carefully explained that they needed to call my cell phone, which I then left. When I didn’t get a return call, I called again early Friday, August 14, 2009.
At 5:01 PM on Friday, August 14, 2009, a call came into my cell phone from (623) 209-2700. At the time, I was at the gym, but elected to answer it in the hopes that Ashley might be returning my call. I explained the problem I was having with the leather sofa I had purchased from you with the extended warranty. The woman explained that she couldn’t help me; it wasn’t covered under the warranty. At one point, she sat and read the warranty to me while I was trying to talk. She explained she was corporate customer service and she was the final decision. When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this; just kept explaining it wasn’t covered. Finally, after some time of me continuely asking for a supervisor, she sent me to Ralena. I don’t know the spelling of this name. She gave me the same run around. The frustrating part of talking to her was that she actually lied to me! When she gave me the same run around, I asked for a supervisor, she said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not; that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it.
At that point, I was so frustrated; I got in my car and drove to the store I bought my sofas from. As I reached the front of the store, this rep finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk in the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to; none of them would provide it. She called a sales rep up and they told me you were the owner and gave me this email address.
During the time the store rep was giving me this information; another woman came on the line. I asked for her name; it was Insil. She identified herself as the last rep’s supervisor. I explained that the last rep had lied to me and told me she did not have a supervisor at one point and then told me she wasn’t there. Insil tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case; she said her supervisor was not there. Insil continued to provide me the same run around. She was offering to send out a tech, but not deal with the problem. Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to store reps, they told me to contact thowner and they provided an email address. They were far more helpful than any of your phone reps. All three phone reps refused to give me your name, address, phone number, or email. I had to get this from the store.
The next day, after my phone re-charged, I checked my voice message and found one from Insil. She says to call her back and she will send out a rep or she would intercept this email and address it then. Since I have NO level of confidence in these reps, I will not deal with her again. I want to deal with the ownership of this company. Also, since the behavior of their representatives suggests to me that the owner may never see this correspondence, I have filed with the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I am also post on online websites so they rest of you don't suffer.
Here is a definition of the problem:
The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from you as well, it is leather too, has seen far more wear and is in substantially better condition. I have a number of pictures.
Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6’ tall husband sat on it, and his knees came up to his chest. He thinks the structure has failed.
It is my expectation that Ashley will make this right. That used to be the kind of firm they were. We actually bought the second sofa from them, because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa. I used to recommend Ashley, I don’t anymore. We won’t be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn’t treat customers right in the hopes they might be back.
Obviously, Ashley doesn’t care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does. I tried to upload photos, but they were too large.

We ordered a master bedroom suit (nearly $3000) in May 2009 caused our house will be almost ready by end of May. They told us it takes 3~6 weeks to have the furnitures delivered, at that time it was fine with us cause our home is not yet ready. Unbelivable they charge us $35 re-schedule fee when we request them to postpone the delivery for another week while we understand the furniture is still sitting in their warehouse. They asked us come to the store to pay the $35 otherwise the driver will still make the delivery, if no one receive the furniture then they will drive the furniture back to warehouse and we will have to pick the furniture up at their warehouse.

We feel regret when we got the furniture it was poor quality. They don't inspect before they ship, they still ship you anyway and try if you find any defect. We found Symmons mattress was deform and they still ship them. They don't wrap the wooden bed set parts when they bring it to home and they make a hole on my door frame. It takes another one month from them to delivered new mattress and replaced bed set parts.

I would suggest friends not to buy from them cause i rather pay more to other company.

I wish to register a complaint about how wrongly I feel I was treated as a customer.
In February of this year I purchased a king size mattress set from Ashley Furniture Company.
At the time of purchase I was told that if I also purchased a mattress protective cover for $120, I would be eligible for a “comfort guarantee, ” which meant if I was not satisfied with my purchase for any reason I could return it for another of equal or greater value after 90 days and before 120 days.
My wife & I decided we were not satisfied & wanted to return this mattress & get a more expensive one we had looked at in the same store.
Two days ago I returned to the store & was first met by a salesman who claimed to know nothing about this guarantee. He then directed me to a very rude & callous woman who told me that since the Ashley Furniture Company had been recently bought by another parent company this warranty was no longer valid and there was nothing I could do about it and was just stuck with it.
I asked if there was anyone to whom I could complain & she told me to call the Customer Service number.
Today I called the Customer Service Department & again was told quite directly the same information. So now I am stuck with an expensive mattress set that I am very unhappy with.
I understand about bigger companies buying & selling smaller ones but to have no consideration for customers & to not honor warranties & agreements made previously seems rather harsh & not in the best interest of satisfying customers. It seems to me that especially in these difficult economic times it would be in the best interest of any business to strive for exceptional customer relations, especially in a business such as furniture where there is such competition.
I have bought several pieces of furniture at Fingers and at Ashley after the name change & was a very satisfied customer. I have several more pieces I am planning on buying in the near future & was going to also shop for them at Ashley.
However after this extremely upsetting experience at Ashley I will never shop there again.
I will tell everyone I know, & anyone else I can, how terrible I was treated & not to make the mistake of shopping there & subjecting themselves to this sort of lousy service.
It’s unbelievable that some big companies still don’t understand how to cultivate & maintain a loyal customer base in order to remain in business & profit for the long term.
Evidently they are only interested in the short-term bottom line. Perhaps they should ask Circuit City how that works for them.
Leslie H. Knight
06/05/09
[email protected]

We bought a sectional in feb of 08 loved the couch and bought the extra warrenty. When we were shopping in the store the sales men said that if you buy the warrenty it will cover anything don't worry about a thing even if its your fault they will cover it. We had the couch in our living room in the same area for almost the full year. In Feb of this year we had to move the couch out of the living room (which is sunny from sun up to sun down) to lay down new flooring. It is then that we realized the fade spot in the shape of the living room window. I started contacting people in late feb early march trying to call the right people and make a claim. I faxed all the right the right papers to two different places. The fade is not covered by the store warrenty or the montage warrenty we bought from the store. And upon looking at the paper work from montage, which they don't send you till after the sofa is paid off, they pretty much only cover stains that are your fault not your pets and holes and it also says they can pick and chose what they cover. I am mad because this is the first time we have forked out that much money and gotten a new couch. Now my couch is crap and is continuing to fade in more noticeable spots. Noone wants to take responsibility for this. the two business are putting it off on each other. I want a new sofa. I don't want the same sofa, it will only fade again. I want a different fabric/sofa or a store credit for the amount I spent.

I ordered furniture for my living room, bedroom and kitchen. I received a phone call the night before delivery and was told they "forgot" to include the legs for one of the living room end tables. When I called the store to find out when they were going to be delivered I was blown off and told that they would UPS them to me. I asked how long it would take to get them it was 2-3 weeks. I asked to speak to a store manager to complain and he said "what's the big deal, it's only 2 inches".
When the furniture came, the headboard had a foot long crack in it, one of the kitchen chairs had a crack, the coffee table had a spot that was "repaired" very poorly and one of the dresser drawers was cracked. HUH???? This was supposed to be brand new furniture!!! I have been getting the run around for a week now and am going to return everything, as they have suggested, without a restock fee since they are getting tired of hearing from me. DO NOT EVER BUY FURNITURE FROM THIS STORE. It is garbage.