Ashley Odds & Ends

Their furniture is actually decent quality. Their salespeople are great. But their customer service after the sale is absolutely horrendous. They hang up on you. They ignore you.

I bought a decent amount of furniture, got home same day, looked at the receipt, and realized they overcharged me. Not much but $250. The manager told me he would credit it to my card. That was about 3 months ago, still not received the credit. I called talked to rude representatives at corporate. They promised me they would fix it. Still not credit. I called back talked to a manager at corporate, same promise, she even promised to call me back, literally nothing happened. I've now spent hours on hold waiting to talk to rude employees, months waiting for my credit. Me paying interest on the money they borrowed from me. Absolutely pathetic.

After waiting about 90-days for them to credit me what they told me they would, I finally just disputed it through my credit card.

Now my remote control breaks on the fireplace I bought from them. I reach out to see if I could buy a new one, they literally just told me in the chat they couldn't help me.

I would ABSOLUTELY NOT do business with them. It's one thing to have a bad employee or two but literally no one would help me at corporate. It's clearly a training issue and not worth the headache of trying to get them to do what's right.

"The Worst Experience Ever ( Milpitas store, CA and Ashley corporate CS)... The mission statement is a lie!

ATTN: Mr. Todd Wanek CEO Ashley, and also Ashley Milpitas store, CA

Order cancelled 12th Sept, no Refund yet????


Can you please prove it to me if there is any Customer service philosophy at Ashely furniture? I hear your mission statement over the phone and its a total LIE and there are no words to describe how pathetic the service is for customers, both at the store and through your CS department. You ll find smile only if your staff sees that there is a potential sales, but there is no empathy if a customer is in a problem.


Series of Events, explaining your service standards;

I ordered a sofa sleeper bed and a love seat (Paying by Cc and Cash $1200) at Milpitas Store, CA around end of September 2016, moving from Australia with no furniture. At the time of placing the order, Mr. Henry said that the furniture would be available in the same week (by Thursday) as what he could see in the system. We did indicate to him since we have no furniture and wanted it fast, so the only reason we would place an order with Ashley if we could receive it within a week or 10 days, if not we ll go to Living Spaces. On Wednesday that week ( Thursday being the committed delivery), we received a call from the warehouse saying would do the furniture on Saturday ( partial) and the other by the following week.


on Friday, we received the sms through dispatch that the furniture would be delivered between 12:30-3:30pm on Saturday. We waited for the shipment until 4pm, and then got a call from the driver that he would actually deliver by 6pm. We waited again until 9pm, leaving several messages and calls on the drivers cell , but he never turned up ( wasted whole day for Ashley).



We went to the Milpitas store on Sunday and expressed our dissatisfaction and frustration. We were then informed by the Store that they would arrange the complete delivery on Wednesday . Again on Tuesday we received the call that there would be a partial delivery on Saturday (mis commitment ) again.







We then went back to the store and cancelled the original order PO#40037520 in frustration and re-ordered another Sofa set and a love set( PO # 40036910) . paying additional money so that we could get something to sit on (remember we had nothing). Again the commitment was made through the store that the sofa would be in the week (partial 3 seater) and then following week for the love seat. On the day of partial delivery, the truck came with the 3 seater and refused to deliver on the 3rd floor of the apartment as it would not fit the elevator. There were 3 guys and ample space on the stairs and still refused. Following this we were very frustrated and went back to the store and cancelled the whole order on the 12th SEPT.







Since SEPT 12th, we have not received our cheque for $1200 that I paid cash with. It has been over 5 weeks and I have made several contacts both at the store ( Henry, Abrahim and the finance lady) and the CS HQ center ( Luisa and Nicole-Mgr) , who repeatedly committed to get back with the update , but never called. I have been the one calling all the time and visiting the Store , but no a 1% effort or consideration through Ashley. I am sure if it was Ashleys money stuck, they would have taken a serious action. As I have just moved into US so struggling with my budget, but Ashley doesn't care at all. I have also sent an email to the Milpitas store, no reply as usual.







My last conversation was with Nicole -mgr at the CS mgr on Oct 19th , who again said that there were no notes in the system through Finance and promised to call me at 12pm Tuesday 10/20/2016 after talking to finance. She never called ...as usual. Your HQ CS advised that the cheque was sent out on the 10/07/2016 , but we have not received at all. If it was sent out, where is the tracking number or the proof? My wife also called the store today (10/20/2016) and the finance lady said that to request the cheque again, it would take another 30-40 days.







Now , tell me Mr. Todd ..what would you do in this situation if you were the customer? Law suit maybe??? I am very very angry now.







Best Regards



Zeeshan Abbasi

My wife and I purchased 2 beds from the Victorville Ca location, 1 King size for my wife and I, and 1 full size for our son. The salesmen was great. When our beds were delivered we noticed that the bed sank down a lot. I placed a call to Ashley furniture and they sent someone out to inspect it. During the inspection the gentleman who did the inspection damaged our box spring for the bed. I called Ashley furniture and they said okay they see that our bed was defective and they would replace the box springs as well as there was 2 of them for the king size bed. We had our delivery of our replacement bed scheduled for 6/22/2016 between the hours of 11:15 am and 3:15 pm. When the delivery guys arrived 1 guy rolled our new mattress up the driveway end over end. My wife witnessed this. As they brought the mattress in the home they were scraping the walls knocked our door bell box off the wall and hit our old grandfather clock. When they got the mattress in to the home they had my wife sign a delivery conformation. When they removed the old mattress only 1 guy did it and he pulled the mattress off by sliding it off of the box springs, when he did this our bed frame started to slide across our new wood flooring. When I arrived home the guys had only replaced the mattress and not the box springs. I asked the main delivery guy about where the box springs were. He explained that the work order only said to replace the mattress, which I knew not to be true, because I had customer service on the phone and Katie the customer service representative told me that it said to replace 2 box springs and 1 king size mattress. Katie asked to speak with the delivery guy, she asked if they had us sign the paperwork and he said yes. She then asked him if he had a tablet to take pictures and he said no, there weren't enough of them at the warehouse this morning. As they removed the new mattress they did it the same way causing the bed frame again to slide across the wood floor. Once they removed the box springs i noticed scratches on the wood floor. I told Katie about this and she asked me to take pictures and send them in by text message. I sent them in and the main delivery guy named Carlos said that he didn't have anything on him to cause that damage. He said that he was going to go get his phone to take pictures, and I said okay. When I looked to see where he was both guys had gotten in to the truck and they were speeding down my culdesac to turn around and then they sped down my street. They left the trash from the mattress on the front porch. I was contacted by the in home damage department today on 6/23/2016 they said that they were going to decline my claim because my wife signed the form that said there was no damage. My wife didn't sign a damage form she signed a delivery conformation. The lady called me Derek. She was very rude and wouldn't give me her name. She said that a supervisor would be calling me tomorrow.