I placed an order for couch/love seat and in turn canceled the order due to finding a better product at another store. I purchased through the free financing which is done through Citi Financial. The store manager told me that because this order was in route, I had to pay a 20% restocking fee or do a store credit. Obviously I will not pay the store 20% of a product I canceled. He then told me I had to use the store credit within 60 days, which is not an option as I do not need any further furniture, especially within 2 months. As a side note, their store credit is for full amount of purchase, which for me included a warranty on the furniture, delivery charge, as well as sales tax (not just the merchandise).

I called Citi Financial to insure I will not be billed for this order as it was canceled. They stated my account did show a authorization for the amount, but it was at a $0 balance as they charge will not go through until the furniture was sent. I canceled the the account all together so no charges can be made, and they stated they would send me a letter noting account was closed.

The back of the order form states "Risk Free Buying" - I don't buy that at all. This is more like strong-arm tactics. Has anyone else ever had this experience with this company, and if so, how did you handle it? I worry that they will come back on me for this canceled order, or place the charge on a canceled account.

I would like to begin by saying, "Shame on You", Ashley Furniture! I have never felt so used and abused by a company like this. Let us start at the beginning... My husband and I drove to the Rainbow/Cheyenne store since that was the closest. We were not attacked like most salespeople so we thought, okay let's look around... We were greeted eventually by a veteran salesman who was very professional... showed us EXACTLY what we were looking for... 2 guest beds, 2 matching nightstands, 2 reasonably priced mattresses, a very nice chest. drawer, a 4 drawer file cabinet, and a wonderful rolltop desk for his office. Now we like to plan ahead because that's how to avoid problems, if done correctly. Everything went smooth as silk... PAID IN FULL... on May 26, 2007 with a delivery date(June 21, 2007) FAR enough in advance to finish our New Home and prepare for the Important guest we were expecting... This is where the horror of it begins... on June 15 I was called by your delivery department and told that there would not be a shipment of our furniture! I was told that the warehouse had only a headboard, a nightstand and 2 mattresses. At this point I insisted on speaking to someone in charge... Not mentioning names, two different women proceeded to give me the "Corporate Run-around". Now we have been working hard as I said on our home, painting, remodeling, all the things to get to this point where the FURNITURE was the last thing to make it COMPLEAT! So excuses is unacceptable at this point, I wanted answers! None were given... Your customer service department is a "Room Full Of Incompetent Clowns". This forced me to return to the store and confront your manager in charge... I Will mention his name because this man had no knowledge of what to do as far as the " Customer is #1 priority"... No, what can I do to fix this problem, no deals...NOTHING! The Man (R.Bills) dropped the ball(s) if you get my meaning. On top of all of this you folks had the nerve to charge me a 30% stocking fee! This is where I lost it... WHAT stock? That is the whole point of contention! How can you charge for something you DON'T HAVE?? After all is said and done... plus a promise of calling the local news and my Lawyer... Mr. Bills grew a pair and assured me my money would be REFUNDED-IN-FULL... My time is very valuable to me and you people have wasted precious time spent preparing for guest. I am forwarding this letter to ComplaintsBoard.com to let "THE WORLD KNOW"... DON'T SHOP AT ASHLEY FURNITURE!

On February 27, 2007 I submitted my order to Mark Alan (distributor for Ashley Furniture). I took the liberty to browse through their showroom via internet and printed all merchandise to order (to make it very easy on Mark Alan).

Any ways; they submitted my order to Ashley Furniture on 3/1/07 and acknowledged order on 3/5/07.

I was promised a ship date on an entire living room seat, including end tables, entertainment unit, sofa table etc., and was promised a ship date of 3/26/07.

1. 3/26/07 came and passed no merchandise.
2. Promised a ship date of 4/5/07; again no merchandise.
3. Promised a ship date of 4/26/07; rec'd partial shipment waiting for sofa/loveseat to materialize. Sku#1830038 & 1830035 - new material (Ashley "Alexandria").
4. Promised sofa/loveseat on 5/5 - come and gone.
5. Promised again on 5/12/07 - come and gone.
6. Promsed again on 5/25/07 - come and gone and the distributor had the mfg. on the phone with me indicating a ship date of 6/8/07 they will follow through to make sure that date is met.
7. Original date have it was 3/26/07 and several promises has come and gone.

I informed the distributor to make sure date is met or I will cancel the order and receive a refund. They in turn tired hard to comfort me; and asked if I would like a replacement.

Whey should I replace something and the original merchandise did not materialize. I said, "NO". If I do not receive any merchandise I will cancel my order.

Today is 6/8/07 and the loveseat is on the truck but no sofa! The sofa will be in on 6/13/07 and I have had it with ASHLEY!

They service really sucks and with no information and/or customer service to help solve this problem.

If anyone should spend money they should receive goods... and I've been waiting far too long to be treated in this matter.

I suggest goods 1st then payment... I will not purchase any Ashley Furniture never again... you have lost a valuable customer!

This is my second time to write. I ordered my bedroom furniture on April 3, 2007. I picked up my furniture May 15,2007. My bedposts were busted up and discolored. My dresser was wrong and did not match my bed. I called the store and everyone was very rude and did not want to help. Finally I spoke with Dave Waldman and he assured me that the bedposts would be reordered immediately and allowed me to come in and get a new dresser and mirror. I was told that it would take about 7-10 business days for my new stuff to be delivered and my old stuff to be picked up and that someone would give me a call during the week. I got no call during the week, so on Monday May 28,2007 I called the customer service number in Mississippi and they told me that no bedposts had been ordered-like they were supposed to have been ordered on May 15th- and that my dresser was here in Memphis and they had called and left me a message. there was no message or call. This was a lie. The bedposts had not been ordered at all. This was another lie. The lady in customer service (Amanda) explained that we could not get our new dresser delivered until the bedposts(that were not ordered when they were supposed to be ordered) came in because they were not going to make two trips- We also realized that our rails on our bed were manufactured wrong and do not fit- one hook is going the wrong way on one of them. We called Dave Waldman back about this matter and asked why the bedposts were not ordered and why we had to wait because of your company's mistake-he had it arranged to have our dresser and mirror delivered today(may 31,2007) And we were assured on May 28,2007 that our rails had been ordered. Well, today our dresser arrives and there is no mirror- the mirror we have fits the old dresser not the new one- why would we pick out a dresser and mirror to only receive a dresser? So I call customer service today about the mirror and find out that not only is this wrong- but that my rails have not yet been ordered when I was told on Monday that they were being ordered. I am so fed up with this. I paid 1471.00 cash for this almost 2 months ago. I just want you to know that my fiance and i are young. We are 24 and 25. We will be buying a house in about a year- and NONE of our furniture will come from Ashley EVER. This is the most unorganized unhelpful experience I have ever had with anyone. At this point I want all of this incorrect furniture picked up and my money returned. I can go to Macy's or Royal or anywhere else and not deal with this. Your TV advertisements are false advertising- you claim "the best customer service" "the best furniture" its not true. I will be talking top someone about refunding my money and picking up this furniture-the contract reads "all sales are final" but the sale is not final until my products that I paid for are correct and here and they are not.

Buyer beware of Ashley's. I recently bought a leather sofa and loveseat that costs almost $2600 with warranty and delivery. My wife accepted the delivery and was rushed to sign the delivery papers and the guys left. Afterwards, we checked the furniture and found issues with both the sofa and loveseat. The technician came out to our house and fixed the sofa issue but after 2 months I am still waiting for them to exchange the loveseat.

The leather of the loveseat was apparently cut in one spot, probably at the factory, and was finished so that you could not see it from far away. When we saw that defect in a new piece of furniture, we called Ashleys. I have talked to the store manager, they cannot help you as it is a customer service issue. I talked to customer service and that was a regular texture of the leather. I have escalated this but nobody from Ashley's has bothered to get in touch with me.

So, please check your furniture before accepting delivery, otherwise it is your luck if you run into issues. I have filed a complaint against them with the Better Business Bureau and I recommend everybody that has issues do that. Maybe we can get somewhere with them.

Good luck...