Ashley Furniture Buyer Beware!!

[pacman]

I really didn’t want to have to resort to posting this on public internet forums, but I feel it’s the right thing to do in order to prevent this from happening to other people.

I am having a terrible experience with Ashley Furniture in Calgary. I’ve placed numerous calls to their Customer Service department and it just seems like they are really not interested in taking care of their customers.

I’m ticked off about this, but I’m trying to be as unbiased as possible when I give my experience so that you can draw your own conclusions.

Here is what happened:

- November 4th, 2005- I purchased a coffee table from Ashley Furniture in Calgary, Alberta for $180. I paid for it in full that day. I was told that Ashley Furniture doesn’t carry any stock in their warehouse and they essentially keep their stock in the U.S and will have it shipped to Calgary. They said it would take roughly 3 weeks to get the product in stock. This was fine with me and I felt it was a great way for them to offer a large selection of goods without having to carry the stock onsite.

- November 23th, 2005- my coffee table came in. I was quite impressed with the fact that they had delivered the table 2 days earlier than the 3 week time period. I brought the table home, unpacked it and attempted to assemble it. This is not a complex table to assemble, and I soon realized that they had sent me 2 of the wrong legs for the table. I had 4 legs that were the exact same when I actually need each pair to be unique. I called the Ashley Furniture Customer Service Department right away and they indicated to me that a technician would have to come out and inspect the table in order for the parts to be ordered. The technician was quite busy and the earliest he could come out was on December 22nd 2005 (I month later!!). I again indicated that it was quite obvious what the problem and asked if they could just send out an extra pair of legs. I was told this was not possible until the technician had visually inspected the table.

- December 22nd the technician came out and had one look at the table and confirmed that they had sent out the wrong legs for the table. He said he would have to order in the parts and it would take about 3 weeks to get them in. This service call lasted about 2 minutes.

-January 12th, 2006- I get a phone call from Ashley Furniture on my home answering machine to tell me that have just ordered the parts that day (They were supposed to order them 3 weeks ago) and they should be coming in 3 – 4 weeks. I immediately called them to inquire as to why it took them 3 weeks just to place the order for these parts, which they had no valid excuse for. At this point also asked to speak to the Customer Service Manager. I left a message for this Manager but never received a phone call back.

-February 2nd, 2006- It’s has now been 3 months since I purchased this coffee table and I still hadn’t received a phone call.. I called up the Customer Service Desk and demanded to speak with the Customer Service Manager. The manager indicated to me that the parts were going to be coming into his warehouse on February 17th and that he would courier them out to me. He also agreed that 3 months is too long to have to wait for a coffee table.

-February 22nd, 2006- Well, Feb 17th has come and gone, and I still haven’t received the parts yet. I called and left a message for the manager to call me back and didn’t get a phone call.

-March 1st- I got a phone call today from the Customer Service Department saying that they ordered in the wrong parts and now the next set of parts will be coming in on March 13th. I expressed my displeasure with the whole situation and asked if they would simply return my money for the coffee table so that I could buy one somewhere else. The CSR quickly reminded me of the “All sales Final” policy they have. I asked the CSR if this she felt this is good customer service and she said to me “it’s basically buyer beware, I can’t tell you if this is good service or not.”.

So this is where I am. It’s basically been 4 months and I still don’t have a coffee table. I’ve tried asking to speak with managers, only to be told that Ashley Furniture doesn’t have a manager and that all customer complaints are handled through the Customer Service Center located in Winnipeg.

Granted, $180 is not a lot of money, but this is more about the principle than anything else. When I was buying my coffee table that day, the group next to me was spending close to $7,000 on a full bedroom/dining room suite. My goal is to tell as many people possible about this and ensure that this coffee table is the most expensive $180 that Ashley Furniture ever makes.

I would be very cautious to buy anything from this store. Once they have your money, they don’t seem to care about whether or not you get your product in a reasonable amount of time.

Regards,
James Dixon

[FastFokker]

RFD'ers should unite and forward this message to their local Ashley Furniture location.. that should get you some kind of results!

[dolphie]

we don't have one of them 'round here, but good, clearly typed post :)

[mcewen]

This is not a buyer beware issue.

By taking your money, the company entered into a contract with you to deliver a specific product. They did not.

They also did not attempt to rectify the problem in a timely manner.

Here is a web page:
http://www.ashleyfurniture.com/Legacy/ContactUs.asp
where you can write to the head office to explain your problem.

I would first notify the particular store that you will be advising head office of the problem you are having unless you get both financial compensation for your troubles AND assurance that this will be resolved within two weeks (that should be enough time for a manager to contact the head office and have a rush order placed to get you the legs).

If you must contact the head office, explain your problem and still say you not only want the legs, but you think it fair to be compensated for your time, and especially because you made this purchase before Christmas so you could show it off over the holiday season when you had company over- but were unable to because it wasn’t complete. Follow the email up with a fax copy of your comments.

Best of luck,
M

[FastFokker]

No doubt, I'd be pissed to if I bought a *COFFEE TABLE* months upon months ago, and it's still not being used to hold my coffee.

Do the method above and if you get no help from Headoffice, let us know and I'm sure a bunch of us will forward your messag to headoffice as well and tell them we will not do business with them.

Honest mistakes are fine, but they seem to be really not care about your problem and that is not acceptable.

[700mb80min]

just to add , i`d remove the e-mail address or you`ll get spammed to death.

[Kuurgen]

My guess is the table is import, which is why they can't get you the legs in a timely fashion.

I would just call them and tell them to switch out the entire set.

Why wait for parts when you can pack it all up and just switch it out.

[yellowsugga]

I can say that I agree with the OP. We bought a coffee table from them and it fell apart in a month. They were very difficult about the situation and were not helpful at all in reslving it. In the end we got our money back and bought a table at another store. It was not a cheap table either (over $500). It was a big hassle dealing with them. This was in Ottawa by the way (actually the store is in Orleans).

[Princess Buttercup]

I must admit if it had been me I would have taken the coffee table right back and demanded they replace the whole thing.

but get in touch with head office,

NOTE TO SELF
never buy anything from Ashley Furniture.


The same go's for Arrow now that is another story, much worse than yours

[cil254]

NOTE TO SELF
never buy anything from Ashley Furniture.


:arrowu:
Thanks for the heads up.

[wiggy]

Enough with the BS. Take 'em to small claims court. You've been patient and have a well documented situation. Refund + money for all the hassle + court costs. No mercy.

[Bunkhouse]

I'd say screw it and return the table for a full refund.

[camzie]

Ashley's stores are all independantly owned, so the problems you've had don't necessarily translate to the whole organization. I've purchased many pieces of furniture from Ashley and never had a problem.

Sorry to hear you've had such an issue though - I would be taking this issue up with their head office, minimum they should accept a return + 100% refund, I would push for more compensation personally.

Good luck

[toky]

The same go's for Arrow now that is another story, much worse than yours
Is Arrow that bad too? I always thought they have the cheapest price from the flyers even though I've never bought anything from them.

[jakorn]

Ashley's Funiture is nothing but junk, include that with the worst possilble customer service, worst possible delivery service, and even more disturbing is how a company like this can even stay in business. I could go on and on about my nightmare with these people but I think the last thread pretty much sums it up. Although I do feel a little better knowing I wasn't the only one so PO'd at this people. I did filed a formal complaint with Better Business Bureau. They're a rip off Company so please don't let their so called "hand crafted" furniture fool you. As far as I'm concerned this place is run by nothing but physcopaths. They have no conscience and could care less about their customers!

[second2none]

That's what happens when you buy furniture with 'screw on' legs.

[annemarie]

Never go to the store - go to the HEAD OFFICE and complain directly, the results are better. When I received poor service at an East Side Marios, I didnt complain to the manager, I wrote a note to the Head Office - and they sent out a $15 voucher.

[Bookpreviews]

Ashley's Funiture is nothing but junk, include that with the worst possilble customer service, worst possible delivery service, and even more disturbing is how a company like this can even stay in business. I could go on and on about my nightmare with these people but I think the last thread pretty much sums it up. Although I do feel a little better knowing I wasn't the only one so PO'd at this people. I did filed a formal complaint with Better Business Bureau. They're a rip off Company so please don't let their so called "hand crafted" furniture fool you. As far as I'm concerned this place is run by nothing but physcopaths. They have no conscience and could care less about their customers!

I actually bought some Ashley living room tables from Sofa World and they are ok. The table frames are metal and the top is made of stone bricks.
They look nice, but I do feel that they are overpriced.

But I did have no interest and also no finance fees and free delivery, so can't complain overall.

But I will not be buying anything from an actual Ashely store or from their brand again, as it seems "most" of what they made is kinda crappy.
My only issue is if I move, how do I move these tables, you can not dissasemble them in any way....:lol:

[Traian2003]

You should take the table and throw it and smash their window. Although that won't fix it, it would feel soooo good.

[Hunter316]

You should take the table and throw it and smash their window. Although that won't fix it, it would feel soooo good.

It might feel really good but the OP would then be facing criminal charges and that would not really help with the situation. If you are going to react to a situation don't do it in a way that could cast you in a negative light and take support away from your side.

[Impossibles]

ouch. Sucks.

But I bought a set of couches from Ashley and I'm quite pleased at the quality for the price.

Not sure if I would ever order a coffee table on backorder. Furniture manufacturers are notoriously bad with deliveries and delays...for something that small I would probably buy only if it was in stock and I could take it that day.

[Dirk_Pirt]

This story is very familiar to me. I bought a desk from them and it arrived in a box that looked like a fork lift ran into it. When I opened the box, the desk was badly damaged and when contacted they told me that someone had to come and inspect it. I waited for a couple of weeks and with many phone calls to their no-service desk got fed up and transported it to their warehouse. I did get my money back but it was the lack of customer service that really pissed me off!

[sarahbear]

We bought furniture to with Ashley only to be sent a damaged couch that is not repairable. We to have went through the same run around with customer service, warrenty, managers, etc. Our original concern was if they replaced the couch (which they were willing to do) would the dye lot match? (we have leather furniture) I found out now throught the servicealberta.ca web site that we may fall under the misrepresented of goods through the fair trading act. While they did inform us that the couch was minor damage, it was repairable....what a lie!!! A rivet broke off of the frame and the mickey moused it with a simple nut, bolt, washer. The leg was even scratched up but we didn't notice this until I found the nut and bolt under the couch 2 weeks after we were delivered it and flipped the couch over. The frame is even twisted! We assume that the couch fell off of something and dragged in order for it to cause this much damage! If I could add the pictures, I would!

Has anyone had a happy outcome? What about court outcomes?

[zoolander]

Once they have your money, they don’t seem to care about whether or not you get your product in a reasonable amount of time.

Insert The Brick or Leons too, along with their issues of installation items, returns, well actually anything customer service.

[Kommander_KornFlakes]

-
But who the hell buys furniture that is not even physically visible and is stored away in some warehouse in the U.S.? C'mon.... OP is 50% at fault here, he deserved what he got basically.

[selpats]

-
But who the hell buys furniture that is not even physically visible and is stored away in some warehouse in the U.S.? C'mon.... OP is 50% at fault here, he deserved what he got basically.

Shut the **** up, you are such a tool. Go crawl back into the hole where you came from...

Did you happen to notice that this thread is almost three years old? Did you happen to think that maybe people have different tastes from yours? Not all of us buy off the shelf furniture at Walmart like you Kommander-douchebag.

[PrettyMao]

I remember being in the Ashley store in Calgary and I was looking at a couch that was on sale. Being the kind of guy that likes to mull over big purchases (anything over $100) I asked a sales lady if the couch is in stock and if the sale price would still be the same tomorrow. She told me "oh no! you have to buy now, we don't have many left!" Well, with that comment she just lost her sale from me, so I wandered off and talked to another more honest salesperson who told me that the furnitrure is in stock in a warehouse and that the sale price is still good for tomorrow. After that small conversation, the previous sales lady came up to me and told me "not to give her commission to someone else." and walked off. I couldn't believe that... Needless to say, she didn't get my commission.


As for the furniture, it did arrive with some mistakes, but it didn't take me as long as the OP to get them fixed.

[pacman]

You are an idiot. They had a demo of the coffee table on display and I made the purchase based on that.



-
But who the hell buys furniture that is not even physically visible and is stored away in some warehouse in the U.S.? C'mon.... OP is 50% at fault here, he deserved what he got basically.

[Dustbunny]

-
But who the hell buys furniture that is not even physically visible and is stored away in some warehouse in the U.S.? C'mon.... OP is 50% at fault here, he deserved what he got basically.

Most people actually. Generally stores only have one floor model or a catalogue and if you want some other colour or whatever, you have to trust the pictures and samples that are available to see. This is not unusual at all. What is unusual is Ashleys has a no refund, no return policy and that alone is all the warning people should need to leave the store.

[sarahbear]

Most people actually. Generally stores only have one floor model or a catalogue and if you want some other colour or whatever, you have to trust the pictures and samples that are available to see. This is not unusual at all. What is unusual is Ashleys has a no refund, no return policy and that alone is all the warning people should need to leave the store.

I am telling everyone I know about the run around that I have recieved with Ashley's. I could goto Leon's and get better quality AND service; and I have in the past. I am currently waiting for a response from service alberta to tell me if I should proceed with court...just to make a point, win or lose, preferrable win, I would go.

[thumper80]

I sell ashley products @ my work .... I've been selling it for the last 10 yrs for differents stores.
I'd never wait to get products ordered in the wait time is sooo unpredictibale.
From 3 weeks to as long as 18 months . - personaly try to sell stock I only have in stock
We recently got Ashley home store here in town and I can't belive the mark up even compared to us.
We thought we would lose some customers to them but we accutaly have gained thanks to bad sale's reps plus we have inventory too lol.
I'd only buy from a reseller , never direct

[caltran]

I bought some furniture from Ashley in October. No real problems. The delivery guys also assembled the furniture (bed frame).

I didn't even think they were all that expensive. Sears/Leon's/Brick/Ashley are all at about the same price level now. I find Leon's is the best for service but a lot of the stuff there doesn't appeal to me.

[exiledinottawa]

You are an idiot. They had a demo of the coffee table on display and I made the purchase based on that.

Hey pacman how did it all turn out for you? I'm dying to hear the ending of your story

[Bluesbaybee]

I went to the Ottawa store (Orleans) and I had a different experience and more pleasant than most of you. I guess it depends.

I purchased an in-expensive kitchen tables and chairs, a sectional couch, coffee tables and a headboard/ baseboard all for about $2,500. I had trouble with the delivery, they didn't deliver on the date. .some things were going to be sooner than others so I called the manager who called me back the next day ( I didn;t bother talking to a sales rep cause once they have your money and they got their commission, they don;t really care- and that's the same everywhere). When the manager called me, I explained to him that I had no furniture (or lack there of) and that I needed something to eat on and that they shouldn't give dates and if really have no idea since it is out of their control. I did ask him if he had furniture that he could lend me until mine we delivered and he said he would call me back. A few days later he called me and asked if they could deliver me a dining room set and a full living room set within the next few days. So, eventhough I had to ***** a little (sometimes its what you need to do unfortunately to get something done) the outcome was satisfactory and I got my things within a few months. The delivery men are awesome for the Ottawa location I must say! A pair of them (brothers I think) take off their shoes and place those felt stickers under the furniture not to scrath the floor!

I have to say, for me, compared to worse experiences I have had with "The Brick" numerous times, Ashley furniture is not always that bad..

I would call their customer service and mention these posts.. they probably will give you a credit to redeem themselves.. if they don't.. they lost a few customers.

[Contele]

In Toronto, I bought Ashley Britannia Rose living room set (sofa, loveseat, accent chair, two end tables and cafe table) for $4850. The café table was replaced with other crappy one. The so called marble is cracked. The accent chair has the arm chopped and that is looking terrible. Also the sides of the chair are rough. On the original packing said made in China. Looks to be counterfeited furniture. What can I do? Contact Ashley!!

Frankly for the money I paid I expected to have very good quality furniture not junk.

[speedyforme]

I must admit if it had been me I would have taken the coffee table right back and demanded they replace the whole thing.

but get in touch with head office,

NOTE TO SELF
never buy anything from Ashley Furniture.


The same go's for Arrow now that is another story, much worse than yours

That is shocking to me because Arrow was one of THE BEST experiences I had when it came to buying furniture for my house. Granted I bought a sectional.

[wintercyclist]

I was just going to look up Ashleys after seeing a TV add about thier 65th anniversary, now I won't waste my time. If I want to buy junk furniture I can go to Leons about 10 km's from my home. I think I will some money into a few more tools and make my own.

[hummingbird48]

Well, speaking of Ashley Furniture...I am having a problem with them..:mad:..I purchased a reclining sofa, when there men delivered it they rubbed the sofa on the ceiling in the hallway and stipple was all over it and then it had two rips in it...3wks later the tech finally came out to look at it and then took another two weeks before they fixed it...then he found a spring missing in the seat so he had to order again, now it's been two weeks again and he was supposed to come and fix it on the 9th. April/09, and still not here...I can not get any help from customer service at all.... Please my fellow friends, I would advise no purchases from Ashley Furniture...you don't want headaches, life is to short...

[azn_dan]

Reading this thread makes me think that the Ashley furniture stores out west are pretty bad at customer service, delivery and keeping up with their promises.

I recently bought about 2400$ worth of furniture from Ashley which included a sectional, a tv stand and a sofa table.

Delivery was predicted to take 3 weeks, but in reality it only took 1 and a half.

The delivery went pretty smooth, though my doorway was a little tight and they ended up cracking 2 of the legs on my sofa. The guy said that he would fill out the form and send it in to ashley furniture. Later in the day, i proceeded to call customer support to confirm about my legs and 3 days later i ended up getting 2 pairs of legs. Overall, i am pretty happy with my purchase and shopping experience. Hey, i even got a 25$ gift card in the mail a few weeks after my purchase.

I guess it really depends. Well thats just my 2 cents on my experience with Ashley furniture.

[caltran]

Well, speaking of Ashley Furniture...I am having a problem with them..:mad:..I purchased a reclining sofa, when there men delivered it they rubbed the sofa on the ceiling in the hallway and stipple was all over it and then it had two rips in it...3wks later the tech finally came out to look at it and then took another two weeks before they fixed it...then he found a spring missing in the seat so he had to order again, now it's been two weeks again and he was supposed to come and fix it on the 9th. April/09, and still not here...I can not get any help from customer service at all.... Please my fellow friends, I would advise no purchases from Ashley Furniture...you don't want headaches, life is to short...Not accusing you of anything, but did you sign that form that said you accepted the goods, and that they were in the condition you expected?