Here is what has happened to me... I reported problems that I was having with my sectional/sleeper to a customer service rep approx. 1 week before the factory warranty was up back in april. After a service person came out and saw the couch, he said the store would pick it up and take it back to the store to fix it. Then got a call stating that the couch would be best fixed if I turned it into montage furniture services. I did and they sent someone out who did a temp fix until parts could be ordered. Parts were supposedly ordered and the same repair man from the retail store came out and said "I can't fix this!" I will have Courtney from CS call you this afternoon and we will arrange to have it picked up. She called and said that there was a misunderstanding with montage and that they would order the parts and have them sent to my house directly and if they weren't there within 2 weeks, they would refund my money. I received to packages, one was for a cushion cover and one box was foam padding. The parts to fix the sleeper mechanism and frame were not sent at all. On the day after the 2 week deadline, I called Courtney at the retail store, and told her that I was done playing games with Ashley furniture and montage, and that I was going to be contacting the BBB and Illinois Attorney General's office, and that I was looking into a class action law suit with a few other people that have had problems recently. She said that they would give me a refund and arrange to pick up the couch. Montage called later that day and said that I had all of the parts needed and I just needed to make an appointment for them again to come out to the house. I called montage back requesting a manager contact me, because again there was nothing delivered to repair the sofa. The problems that I have are that Ashley should have resolved this from the start. I have been getting the run around going on 4 months now, with no resolution. This sofa is now in worse condition and the hide a bed is now so broken that the metal is now digging into the hard wood flooring. I have had to take off time from work 3 times now for them to come and say each time I can't fix this. I was promised a refund, and then the owner's wife, who happens to be the office manager as well, states that courtney didn't have the authority to decide the refund and that they feel that they are not responsible and that it is up to montage. I purchased a set of couches before this set from Ashley Furniture, and had them for 8 years, and I gave them to my brother, because I wanted something new. They were a fabulous product that are still in better shape than what I have now. I asked the office manager how she would feel if she spent 1800.00 on a sofa set that didn't hold up more than a year? She said that Ashley doesn't have the best furniture... they have the best for the value. I think this poor representation and doesn't say much for your company, because up until now I couldn't have had better things to say. Now I tell everyone how bad of an experience I have had. I am writing this to the Corporate office with hopes that you can help me and I am very impressed that you offer such a extensive website to use as a contact for problems with products and retailers. I was told by the office manager that "Ashley Furniture is not the best, but the best for the value, that is why we only offer a 1 year warranty!" That is ridiculous- Do you think we can get enough people together to get a class action law suit? Let me know because this cannot keep happening.

Ashley furniture dealers sold us a couch three months ago that's olive colour with two end recliners that is falling apart. The cushions on the ends are sinking into the middle. The stuffing on the foot rest are flat to the wood. The recliners won’t stay extended. The foot rest on the recliners have sharp edges where cushioning has pulled away. I complained to the furniture store on 6/28/08. Where I bought it. I bought it on 4/4/08. The furniture store came and took pic's and said they sent them by email to Ashley's home office. We shall see what happens?

We found all our home furniture at the Ashleys Home Store. Little did we know that in 4 months all our living room furniture would be sunk in & look 5 years old. We have to stuff it with pillows just so we can get up out of it!

We were told by the warranty inspector, that to fix it he would pretty much have to re-make it plus he would have to add some of his OWN improvements to keep it from sinking again!! And the store manager said that the service tech usually will fix it better than the factory even manufactured it, then he basically hung up on us when we asked for our money back!!

DO NOT shop with Ashleys! THEY ARE CRAP!

Worst customer service ever. My daughter purchased a sectional couch. When the delivery men were bringing the couch in through the front door they snagged it and tore the couch. Ashley refuses to replace or refund the money, stating "that it is not company policy". Even though they damaged it! They have sent someone out to sew the tear, replace part of the couch that is torn. But as of now, that has not been done. My daughter has asked for an exchange or a refund but they are immoveable. I have never seen anything like this before.

I purchased an entire living room set from Ashley Furniture 2 months ago. I just noticed that a seam in the centre of the loveseat has split. This piece has barely been used and when I called for service, I was told I would have to pay $40 for someone to come look at it and fix it. He did a terrible job I might add, it’s very obviously repaired. I cannot believe that after only 2 months when the serviceman even admitted it was not out fault, that I had to pay for this to be repaired. That was the last time we purchase from Ashley Furniture.