Over the last 14 months, I have spent over $7, 000 with Ashley Furniture, buying a bedroom set, kitchen set and 2 furniture sets. The one recliner couch keeps having issues with the springs falling out in the middle, making the middle cushion sink very low. They came out and fixed the same problem twice, both within a year, and now the 1 year labor warranty is up, and guess what, the damn springs are collapsed again, but this time, they want to charge me $45.00 per hour for a labor fee. The SAME problem has happened 3 times inside of a year, and now they have the gall to want to charge me for the 3rd repair? How would I be guaranteed that this time it'll be fixed correctly? This company sucks with their customer service, and I will NOT ever buy from them again and I will report them to the BBB.

I purchased furniture worth $ 5000 from ASHLEY FURNITURE last year as well as 5 YR EXTENDED WARRANTY. Everything seemed fine till my leather recliner started peeling a few months ago. From then started my ORDEAL with the furniture Company. Since it is over a year it is out of manufacturers warranty as per them. But I have extended warranty, which according them does not cover this particular defect. I have been to the store and calling the customer service but no one is helping me out. I am getting ready to launch a complaint with the BBB.

Please, please never ever think about actually purchasing any furniture from Ashley Furniture Stores, specifically the stores in Birmingham and Huntsville, Alabama.

My first hint should have been that my sales person warned me of the delivery, installation, and "customer service" process, should there be any issues with the 'final' delivery of my purchase. Alas, I forged ahead; convinced I would not be "one of those customers."

That was on August 1st. It is now October 27th (and counting) and I am still not finished with my saga. Rather than bore you with all of the specific details of my plight I will simply say this: Ashley Furniture lies and has maliciously deceitful business practices. They clearly do not have principles under which they operate and the term Code of Ethics is clearly a foreign concept to them. I have been intentionally and maliciously lied to no fewer than five (5) times (and counting) from the store level, corporate level, and regional level and management employees. These same employees have also attempted to convince my spouse that I was actually the one lying about credits and "compensation" I was promised as a result of my horrible delivery experience at Ashley Furniture. With every passing interaction with Ashley Furniture I continue to be utterly and completely amazed and dumbfounded and the lack of integrity, ethics, and values any single employee at Ashley Furniture has. I am completely amazed they are still in business and still find customers to torture. What is more, I sent a letter (FedEx) to the CEO of the company and have yet to get a response from him. It is clear, in my mind that the sub-standard business practices, ethics, morals, and values start at the top - with not even their CEO caring and/or responding to a customer who took the time to send him a letter, regarding their horrific buying experience. Absolutely unbelievable in the year 2008.

My 'simple' purchase has turned into a maliciously unethical consumer experience and is still not close to being resolved. If you are considering buying furniture go anywhere other than Ashley Furniture - anywhere. If you have the talent, I recommend whittling your own furniture - I can PROMISE you, it will look better, you will have it in less than 3 months (and counting) and you will save yourself hours upon hours of debating and defending your position as "the customer".

I am SO disappointed with this company. I'm living in my first apartment right now, and was really excited to find cute, inexpensive furniture by Ashley. I purchased a loveseat, sofa, ottoman, and chair, however when I received the chair both of it's arms were extremely loose.

I purchased the furniture in April 2008, and made a complaint to the company shortly thereafter. They sent a technician to my apartment, who agreed that the chair had been damaged in transit, and said Ashley would replace it. A few weeks later I received a letter from Ashley stating that their tech found no evidence that the damage was their fault, etc. etc. Long story short, I paid $500 for a broken chair and they weren't going to do anything for me.

I followed up with a couple complaint letters, and finally was informed this month (Oct 2008) that they would replace my chair, nearly 6 months after I received it. However, they are forcing me to either pick it up at a location 100 miles away (I live in a city and do not own a car), or have it delivered for $125. I find it ridiculous and unprofessional that they provided a BROKEN product, and that I've ended up spending $625 on, only to receive a usable product 6 months after purchase.

Their employees are not very professional either - they don't sign letters with their last names, and one of them claimed to enclose Ashley's warranty policy in a piece of written communication when there was nothing additional in the envelope. They are very difficult to reach by phone, providing wrong extensions and what not.

The furniture that was delivered undamaged has since sagged a great deal in the 6 months since I've owned it, and that's with minimal use.

I highly discourage anyone from dealing with Ashley furniture unless you're buying a gift for someone you hate. They suck, and should go out of business.

The follwing is the content of the first letter sent about this complaint:

Dear Ms. xxxxxx:

I came into your store and purchased two dining rooms and an office desk with a credenza on August 6th. I paid by check and my total purchase was for $7, 633. The only disappointment was that I could not purchase a rug at the same time because your store could not deliver it. Since that time I finally received part of my order on September the 6th. The remaining table and chairs were scheduled for delivery on Saturday, September 27th.

I asked for a morning delivery time because I have a company function that I must attend in the afternoon. They told me that they were not able to promise me a delivery time and they would call the day before delivery to let me know when I had to be there for acceptance. Sure enough your company scheduled the delivery time from noon until 4:00 PM. There was no way I could miss my company�s function so I had to cancel this delivery.

I was transferred back to someone to reschedule for the following Saturday, October 4th and was told that there would be an additional charge to deliver my furniture. I�m available any time during the following Saturday so morning or afternoon is not an issue.

I just wanted you to know that I won�t be purchasing any additional furnishings from Ashley�s or recommending Ashley�s to any of my friends. It�s not your fault but your delivery service policies that I object too. We all have very busy lives and demands upon our time. I had made a very simple request for a morning delivery and was not told that if I canceled because they scheduled me for an afternoon delivery that they knew I could not keep; there would be an additional delivery charge. Hopefully they will deliver my remaining furniture on time next Saturday.

I have a lot of furniture left to purchase but I won�t be coming in to see you again. I need a company that will work with its customers, not one that acts like the telephone or cable company. I just want a little flexibility when it comes to scheduling deliveries.

I also want you to know that all the individuals I spoke with were very professional and courteous. The delivery men who delivered my furniture last time were also very good and I tipped them accordingly. You and your team are exceptional but your delivery policies are simply not acceptable.

End of original Letter:

Today October 3rd, Ashley's called to schedule the delivery of the remaining furniture and informed me that they can't do it until the 11th. Needless to say I more than disappointed. I reiterate, I will never do business with Ashley's again and I will never recommend them to anyone. I paid cash on August 6th, and I wont have my things until October 11th, but I wouldn't bet on it.