First let me say that we have purchased many furniture items from Ashley Furniture - kitchen table, bedroom furniture, couches, etc. As long as you don't have an issue with your furniture, everything is GREAT! However, the most recent purchase of a youth bedroom group brought us more headache than we ever imagined.

Upon delivery and inspection of the furniture, we found that all pieces had damage. The dresser and nightstand drawers were warped and would not shut properly, they were not symmetrical in alignment, and a portion of the dresser was left unpainted. The bed bad slats that were uneven. We called Customer Service immediately to inform them of the damage and they said no problem and they would pick up the pieces and replace them all. Great - so I thought. The driver returned to our house 3 times and never left with the furniture. There was some miscommunication between Customer Service, the driver's manager, and the driver. The end result was that the driver acted rude, arrogant, and refused to take the furniture.

My husband and I made several calls to Customer Service and complained. Upon being given the run-around with the agents, we asked to speak with managers and supervisors. Our requests for this were denied. After being treated this way, we didn't even want the furniture anymore. Well, just try getting a refund from Ashley. After hours of debating with them on the phone and getting denied, we finally called our bank. We used our bank card to purchase the furniture. Luckily, the bank is on our side. They also called Ashley and pretty much got the same treatment as we did. So my husband and I loaded up the furniture and took it back ourselves. At first they refused to take anything back. Their policy is to charge a 30% restocking fee for cancellations - not considering that the damaged furniture wouldn't be re-stocked!!!

After an hour waiting and arguing, we finally had a conclusion. Ashley gave us our credit for the damaged furniture without charging a restocking fee. Bottom line is, if you get a perfect piece of furniture, all is well and everyone is happy. If not, brace yourself for a knock-down drag-out fight to get what you want. For us, we will NEVER purchase from Ashley again. RTG has great furniture and prices and they have a 100% return within 48 hours policy if you purchase on-line.

We own a new home that has been caught in the downward spiral of the housing bust! To help recoup some of our expenses, we decided to rent it furnished for Super Bowl week. Rents in our area, close to the stadium, were going for 10-15 thousand for the week... furnished!

Ashley Furniture knew exactly what we were doing and also what our time frame was. We purchased an entire home of furniture on October 19, 2007 and given a delivery date of November 24, 2007, not an approximate date! It was a confirmed date that would include a penalty of $39.99 to reschedule. At NO time were we advised that our furniture was 'custom' made and could take longer to arrive.

We could not take pictures for the internet until all furniture was in place. that was about 3 weeks prior to Super Bowl. By then, most visitors already had their reservations made. We were stuck with a fully furnished vacant home. Our 'tentative' new renters have agreed to leave the furniture in the home even though they DO NOT want it. They must now store their things and we will have 'used' furniture at the end of the lease.

We feel deceived by Ashley Furniture in many ways. They are not ethical.

Please be aware of Ashley Furniture and their business practices. I canceled my order in what I thought to be time where the furniture in no way could have been manufactured - though they said it was and was on its way though they offered no proof of that. So anyways - I said yes to the store credit whereas they wanted it to be for the whole purchase amount - including warranty, delivery and sales tax. After a call into a NYS agency - merchandise credit is on merchandise and not on services or sales tax (esp because it was never "collected"). So, we agreed to a true merchandise credit. Well, after much-to-do between Ashley and the credit card agency used for the gazzilion months of no interest, it all was messed up - so Ashley said "screw her" and did the restocking fee of 20%. I am not sure what rocket scientist did the math but where they got their 20% from I can't figure it out because no matter what way I do it, my math and their does not equal. So after so more investigation - again the 20% is only on merchandise. A call to the store confirms that 20% restocking is on merchandise only and not on warranties, delivery, or sales tax. So... if you are one of those who opt for the restock fee (because like me I don't EVER want to do business with this company again!) - check the math. Fight back - they are trying to get more money out of you. File your BBB complaint - I am astonished as to how many of these I have read online and yet look at the BBB website and find only a handful of complaints filed against this company. For one, I would like to see this business out of NY as they have shady business practices, poor workmanship, and even poorer "customer service".

I had the misfortune of purchasing a leather reclining sofa and chair from Ashley about 2 months ago. Of course we tried the sofa out in the store before paying, what is to us, a significant amount of money for the sofa, chair, and tables. When we received it and sat in it, it was like sitting on a park bench - the most uncomfortable furniture I've ever placed my butt into. I checked the receipt to make sure it was the same furniture I tried out in the store - it was. I complained to the Customer Service website and was told that the stores are independently owned, so, they aren't really Customer Service at all. The store manager said the sofa needed to be broken in. Well, it's been 2 months and we are still sitting on top of the seat cushions. Does it take 6 months, 9 months, a year before the furniture is comfortable? That's ridiculous! This furniture will never be comfortable and I made the major mistake of buying from Ashley Furniture. Please don't buy anything from them - they sell crap and don't care whether you're satisfied or not!

Ashley Furniture delivers more than just furniture.

Back in June my husband and I purchased around $5,000 worth of furniture from Ashley Furniture (at the Brentwood location) for our new house that we were building. We purchased a new bed, mattress and box springs, nightstand, kitchen table and 4 chairs, and another table and 5 chairs.

The first issue happened when we were looking over our final receipt at home to make sure everything was rung up correctly. That is where we found that the sales person forgot to ring up our bed (head board and foot board, which really was not that big of a deal) and the mattress we purchased had the wrong purchase price listed. That day there was a promotion on mattresses. If you purchased a mattress and box spring you got $200 off. Well our mattress was $1599 before the promotion and it should have been $1399, and so we are off as a family back to the store to have this corrected. We get there and ask for the sales person who rang this up to have him correct this and ring up the bed that he forgot. After an hour we walk out with a new sales receipt showing a mattress for $1399 and the bed included. So at this point we think everything is okay.

Delivery day comes with a bang. Since I had several deliveries that day along with representatives from different utilities over I keep the front door open most of the day. Ashley Furniture delivery people make their presence known by walking straight through the front door ignoring me as I was telling them hello, walked through the house like the owned the place and stopped in the Great Room with his hands on his hips and asked me rudely where I wanted the furniture. I know I should have remembered all the furniture that I had purchased but since it had been a few months I couldn’t remember. (I also had other furniture being delivered that day so I couldn’t remember everything. I had a lot going on along with keeping up with my 2 year old and a newborn.) When I asked what the furniture was they started quizzing me on why I couldn’t remember $5,000 worth of furniture and also questioned me on how I could pay x-amount for the different pieces I did purchased and how could anybody pay $250 for a chair. I thought that was rude but didn’t say anything until my husband caught one of them urinating in our driveway. Still we didn’t say anything.

The following night when my husband and I are crawling into bed we notice that they delivered the wrong mattress. (We didn’t notice it the day before because delivery people were missing the bolts to put the bed together and had to come back the following day.) It turns out that the Sales person fixed the problem himself by ringing up a mattress that was $200 less instead of getting his manager to correct the sales price for the mattress we really did order.

I go to the store manager, Robert. He was great in correcting the mattress but never did offer anything for the lies, cover-ups, and the pee in my driveway other than a “sorry”.

Okay, you’re thinking how can this get worse. Well we noticed 3 weeks after we get the furniture that we haven’t received our bill. (They also had a promotion on financing which we took advantage of.) I called the store and they sent me to CitiFinancial. This is where I found out that the store started billing process one month (funded the transaction on Sept 12, 2007) before I received the furniture (Oct 19,2007). We were told that billing starts the day you receive the furniture. So CitiFiancial sent an invoice to our new house that was being built that we didn’t even own yet…we didn’t even have a mailbox until the day after we closed. The invoice was sent back and then they sent a new invoice to our old house that we hadn’t lived at for almost a year. By the time I found out what was happening they were days away from turning it into the credit bureau.

I went to the manager Robert once again stating my frustration over the whole ordeal. At this time I stated that we had purchase an extra 5-year protection plan in the amount of $249 for our furniture and we wanted that back. We were told once again by their trusty sales person that if you don’t use it you could turn it in and get your money back. At this point I’m being told that I could only get it as a store credit and not cash.

Now I ask you why would I want to give them my $250 that I was told would be mine. Robert the store manager says he will have to go to his regional manager for the final okay to get my money back but states that it shouldn’t be a problem and that I should get it back after all of these problems.

This afternoon I got my answer from Johnny Hunter the regional manager and it wasn’t pretty. He stated that, “Why would I want to give her her $250 back if I can’t keep her as a customer?” That is just wrong. I might have gone back to Ashley furniture in a few years but now that I see how he feels for me as a customer. Why should I?