On September 12 of 2006 we bought from this store some furniture. We did not get all the furniture when the seller promised we will (of course to make the sale). When the trucking company delivered the furniture the entertainment center was missing the glass shelves, and the guy from the delivery company wrote it down on the delivery sheet. They never sent those shelves. Last year, we sent them some pictures of the love seat and sofa where they could see the "leather" was fading. they emailed us back and said that they will take that furniture back. On October of 2007 we went to the store and picked other furniture to replace it, the person who assisted us told us that we will get that furniture on February of 2008... Its now almost the end of May, 7 months later, and we have not heard from them. Every month we have to pay for that defective furniture and still waiting for the glass shelves.

I went into the Ashley Furniture store on Blakenbaker Pkwy in Louisville Ky on Monday April 21st and received the worst customer service in my life. I left completely mad, upset and hurt.

I had previosly purchased from Ashley furniture a sleigh bed, dresser, two nightstands, a dining room table and 6 chairs. The total on that purchase alone was $3200.00. I loved my furniture and the company was great about delivering my furniture and even replacing my dining room table when it was scratched in the delivery truck on the way to my home.

Needless to say I was shocked by the events of that Monday. I will start by saying that Monday was a beautiful day and so I put on a t shirt, Nike pants, tennis shoes, threw my hair in a ponytail and went to the park to enjoy some time in the sunshine. After leaving the park I decided to go by Ashley and see what they had because I would be needing the furniture very soon. I was prepared to buy.

I walked in and 4 associates were standing at the door, waiting to bounce on the next person who walked through, which is usual in a commission based store. To my surpise, even though I made eye contact and said hello, NOT ONE associate said hello or came to talk to me. Okay, I thought to my self no big deal. I looked around for a few minutes and a male associate walked over. I made eye contact and said hello and he just looked at me and said "I'm looking for something" and walked off. Now, that pissed me off.

Over the next 20 minutes I was passed by 4 different associates and was never spoken to once, not even a simple hi. I have to point out that myself and one other woman were the ONLY customers in the store. Oddly enough the other woman walked in a few minutes after me and the associates descended on her like a pack of hiennas.

Funny thing is I am the customer service manager for a multi-million dollar retail store. I KNOW good customer service and bad customer service. I went back to the front of the store and decided to say something to the associates who were still standing there twiddling their thumbs. They needed to know that they lost out on a huge sale. When I told them they just looked at me and didn't say a word!! STILL, didn't offer to help!!

I left the store mad and hurt. My theory is that I walked into that store in tennis shoes and work out clothes and those assholes looked at me and decided that I didn't look like a good commission opportunity based on my appearance.

Times are tough for retail stores right now and I am glad to know that Ashley Furniture is not affected by these tough times. They still have the fortunate ability to pick and chose who they service. Their bottom line must not be red yet.

I bought an Ashley country dining room table and 6chairs from JR furniture 1month ago. The table was missing some stain, so a technician came out and fixed it within a week. Then a week later the table developed a crack and the finish started peeling off. Again I called JR furniture and said I wanted a new table. They said they would send out the technician. A week later I still hadn't heard anything, so I called again and spoke to the sales person who sold me that table. No problem...we'll order a new table for you. Then 3days later the manager called and said...no. they have to send a technician out to evaluate the table. The technician came and 'fixed' the table. Needless to say it is not fixed to my satisfaction and now we have noticed that the table does not come together tightly in the middle. The wood has obviously expanded. I'm still fighting with JR furniture for a replacement table.

We purchased a brand new loveseat and sofa with recliners on them both. They are supposed to be leather but they're not! The loveseat arrived with a rub (burn) mark, I refused a repair and demanded a replacement! The couch has very weak fabric and the slightest pressure causes damage. I have had my furniture less than a week and I am ready to give it back! I had looked for a certain style, colour, material, and comfort for my new furniture and thought I had found it with Ashley furniture but I am ready to send it back. I had my old couch and loveseat, black leather sofa and loveseat, from Rooms to go, and they lasted for years. It is sad that a more expensive company makes cheaper furniture than a generic, low budget store. Stay away from Ashley furniture if you're looking for quality!

We had our new Simmons Beautyrest Millennium - Veneto King size bed delivered to us on 3-1-08. Only a month after sleeping on it, there is ALREADY a "hole" where we sleep! We complained immediately to Ashley Furniture. Our options are to exchange the bed for a different bed in their showroom (we do not care for the other choices in their store), or pay a restocking fee of $500.00! What a complete rip off! Here we think we are buying a top-of-the-line bed, willing to spend $2300.00 on our investment, and this the customer service they provide! Absolutely no "Hey, I'm terribly sorry this happened. We'll make it right for $2300.00!" We feel like the store should stand behind what they sell to people! Yes, we could contact Simmons for a different mattress. But, after some research, I've found that we are not the only people who have had this problem with this particular mattress. We do not want a replacement - we'd need them every few months! This is so disappointing. We work hard for our money. The economy is bad right now. Here we thought we were making a good decision, and there is absolutely no follow through with customer satisfaction!

Sincerely,
Thad & Jean Carley.