Placed an order for replacement parts for a bunk bed on Memorial Day. Sales person (Lucas) assured me that the order would arrive at my house the week of June 11th. We also ordered a bookcase that arrived within two weeks. I called yesterday to inquire about bunk bed parts. Was forwarded to corporate. Corporate couldn't answer my question because parts house closed at 3 pm. Lady at corporate took my info and promised to call the next day. She called the next day and left a message stating the parts would ship from who knows where the week of July 11th. When I called back, she simply said that the order was never placed and if it was she can't see it on her end of the computer system so to solve the problem she placed a new order. While I appreciate her attempt to solve the problem, I am an extremely unhappy customer. I expect when I pay for something in full that it will arrive in a timely fashion, as promised, and in good condition. I called the store again to speak with Lucas or a store manager and guess what, one was out and the other was on his day off, therefore no one could help me. This is the first order I have ever placed with Ashley Furniture and this will be my last. Do not ever trust their expected dates, they're a lie. Two thumbs down from this disappointed customer. read more

I purchased a mattress, adjustable bed frame and bed from the store in Fairfield CA. I had already purchased the same products from RC Willey but came into Ashley looking for a desk and had a conversation with the manager Devon and he asked us to look at the mattresses and he could make us a "deal" that would end up costing us the same as what we already purchased. By the time we were done it ended up being a$1000 over what we had spent. I still agreed with the purchase, as the mattress was a higher quality and moved ahead. We discussed delivery, the mattress and the adjustable bed frame were set to be delivered on 12/18 and the bed headboard and foot board were to be delivered on 12/31. We received text messages indicating that our items would be delivered between 3-7pm, we called the provided 800 # to get a more specific time frame and were told the delivery driver would arrive at 6:48 pm. At 7 pm the delivery had not yet arrived and we had not received any calls. We contacted the store directly and were told that the drivers were in our area and still at another delivery but should be arriving soon. By 7:45 pm we still had not heard anything and there was no delivery, again we called the store and were told the same thing. At 8:30 pm I saw the delivery truck come into my court, they pulled in front of my home and I saw a two flashes from a camera and then they drove away. They never came to the door or even got out to of the truck. We called the store, and while Gretchen was extremely understanding there was very little she could do. She provided us with the store managers cell phone and also stated she would make sure he would contact us in the morning if we were not able to speak with him tonight. We called his cell and went straight to voicemail. That night we slept on the floor as we had donated our bed. The next morning we again called the store manager and went straight to voicemail, at 10:30 am the following morning we had not received a call from the store manager Devon. Both myself and my boyfriend called several times and did not actually get to speak to Devon until 12:30 pm the next day. When I did speak to him he provided a lot of excuses but did not offer any solutions. He told me the delivery drivers told the warehouse managers that we asked to reschedule the delivery as it was to late in the evening. I explained that I physically witness the drivers leave the court without coming to the door, and why would I reschedule a delivery when I had no bed to sleep on. I stated that since I had not bed to sleep on I needed to get the bed delivered today. He stated that he would work on it and call me back. I never got a call back from Devon, I did receive a call from the warehouse manager who advised that he would not be able to deliver until the next day I explained that we needed the bed today not the next day, he stated he would work on it and call me back. I never received a call back. I contacted Devon again and went to voicemail, I called the store to speak to him and was told he was busy and he would call me back. I never received a call back. I received an automated call at 4:30 pm stating the delivery would be the following day between 8-12, this time frame required me to reschedule existing meetings with my clients and as a result one of my clients did not end up rescheduling due to the last minute notice and his feeling that it was unprofessional. I left my home at 5 pm on the 19th to meet a client, I received a call at 5:55 pm from a deliver driver stating that he would be at my home in the next 20 minutes, I was 30 minutes away and with my client. I asked him to wait and I would be there as soon as possible, he advised I would have to reschedule the delivery then and disconnected the call. I left my client in the middle of a meeting and rushed home, fortunately the delivery driver was still there. Devon had contacted my boyfriend and was asking why we were not home when we demanded that the bed was delivered today! My boyfriend explained that he never called either of us back and the only call we got was from an automated system telling us that the bed would be delivered on the 20th. The delivery driver was at our home for about 30 minutes and came out to tell me that the adjustable bed frame was not working. Since we did not have a bed he called his manager who advised we could keep the frame to have the mattress on but to write a note on the delivery slip that it was received in non-working condition and have the driver and myself sign. We were also advised that the store manager Devon would call us first thing in the morning. I also called the store to speak with him and was advised he had already left for the day, I advised the person I spoke to the situation and asked to speak to another manger, and was told he was with a customer and would call me back. I of course never received a call back that evening. The next morning we had not rece read more

This has been the worst experience we have ever had with a furniture store!! We purchased a bunk bed for our daughters back in Feb and were told it would be delivered by April. We understood they had to have it shipped from the factory and were OK with the delay. However, we were told the beds would be delivered on the 12th of April and they called the day before to tell us they were missing a piece and couldn't deliver them. They were suppose to deliver the beds earlier but we had to reschedule the delivery because we were unavailable. They should have noticed this missing piece the day before the FIRST delivery date. The beds did not end up arriving until the 12th of May!! I also had a very hard time communicating with the manager or sales associate. The day we were in the store, they couldn't have been more helpful and even offered a military discount on shipping for us. After we left it was a different story all together! When I did talk to someone, they would use the same excuse and say they would get right back to me and never call back. I finally called the customer service center and filed a complaint. The woman I spoke with was very understanding and looked into my complaint. However, she also said she would get back to me and never did. I finally called today, 14 June, and spoke to someone to get the information. We were eventually refunded our shipping costs. If you ask me, that is not enough considering the huge headache this has been!! We are a military family and had planned to purchase more furniture from Ashely, but have clearly decided against it!! read more

Bought a sectional couch from the fairfield store. When it was delivered the frame on one piece was bent so there was a 3 inch gap between pieces. The delivery guys assured me thats the way it is supposed to be. I refused to accept that piece and sent it back. That night my wife sat on the power chaise and theback just flopped back so we called for a technician. He arrived the same day as redelivery of the piece we returned. The tech opened up the chaise and all the pressboard slats were shattered. The tech stated it appeared that it had already been repaired. It was supposed to be new. As for the piece we had returned...they sent back the same one with nothing done to it. We refused it again. As of right now it has been almost 2 months since the initial delivery and we have never had a full sofa set in the home yet. Yesterday we were home waiting for a delivery that never came. Ashley claims their guys were there but it is a lie. We were home with a plumber working and a friend chatting all day read more

GO ON A FEW DIFFERENT OCCASIONS/TALK TO DIFFERENT SALES PEOPLE - PRICES VARY DEPENDING ON WHO YOU TALK TO! ONLY REASON I GOT A DECENT DEAL WAS BECAUSE I HEARD ANOTHER SALES PERSON QUOTE A LOWER PRICE THAN OUR SALES PERSON!!! DO NOT BUY THE 5 YEAR MONTAGE INSURANCE - WHAT A WASTE OF MONEY! Ashley pimps out the insurnace and Montage denies the claims! If you plan on putting in a claim before you actually use the furniture, you will be ok. I purchased a coffee table 4 years ago. My daughter spills finger nail polish removed (covered damage), but Montage says the piece is not repairable because of the wear over time. So let me get this straight.....you offer a 5 year insurance, but if I use the item and it has natural wear and tear, you won't cover the damage that I purchased the insurance for?! All the other claims I reported - NOT covered either! Oh, and Montage told me two different stories as to why they were denying my claim. Then when I called Ashley and talked to them, they told me Montage told them something else!!! To top it off, when I called Ashley to warm them about Montage denying claims and maybe they should reconsider selling the insurance, I asked for a manager. The gal put me on hold, came back on the phone and told me the manager was with someone. I told her I would be happy to wait. She then told me she was a manager....really, cuz you just told me the manager was with someone. Liars liars liars! read more

Bad service and no customer satisfaction. We went to Ashley furniture because our old couch was falling apart. We bought a sectional and asked for it to be custom to fit our living room. The salesman was quick to sale and talked about a deal with a ottoman. It took a month for the deliveryman to show up hours late but it was the wrong couch. We sent It back. The deliveryman who are a third party contract told us the stories of all the mess ups and how bad Ashley treats their customers. After another month of waiting with no couch in our living room they brought the right couch but forgot certain pieces including the ottoman. We called them to complain and said they would send the missing piece but not the ottoman. They said it was not part of the deal even though the salesman sold it to us So the manager is calling their own salesman a liar. We are still waiting for the missing piece and it has been over 2 months. I do not recommend this company so go somewhere else to buy furniture. They lie to sale and do not provide the correct service. read more

worst customer service i've ever experienced! i made a yelp account just to write a bad review for ashley furniture! everyone that has written a bad review about them, its all true. they don't care about their customers once they have already swiped your credit card. they were supposed to deliver our bedroom set last saturday between 11-3. didn't come til 7pm. delivery guys didn't even wear shoe covers and got their muddy footprints all over our brand new hardwood in our brand new house. they were running into the walls with the furniture because it seemed like they were rushing. realized they have the wrong parts to put the bed frame together, made us sign a paper saying we're accepting as is and they were going to contact the store to send a technician out to see what parts they needed first thing monday. they left a huge mess in our master bedroom, and didn't even clean up their footprints or their dirt marks on the carpet. contacted customer care and they said no one could come out until wednesday, which was yesterday. natroya (the customer care associate) said someone would be out after 6pm, at 8:30 i contacted the store i purchased from, in fairfield.. and asked for the manager. he didn't seem like he cared at all. i told him they could have called and said they couldn't make it because i waited at home for them to come. he didn't even apologize and told me to call back tomorrow. i called customer care first thing this morning. natroya's first words were, "oh they came out right?" i said no, they didn't, no call or nothing and i waited. she put me on hold for 10 minutes and finally came on and said.. "oh, i didn't finish processing your paperwork to send them out" like really!??!? wtf!! worst customer service ever! now today, i am waiting again.. they said they will come after 6. so lets see if they do show up. i took shoe covers from work just so they wouldn't leave footprints on my hardwood again. oh, and did i forget to mention we ordered the bedroom set over a month ago!? this is so annoying and i'm pissed! never ever shop at ashley furniture, and i will never step foot in that store again!!!!!!!!!!!! read more