Customers Beware: Our Experience With Ashley Furniture…read more We want to share our experience to make others aware of Ashley Furniture's customer service practices and product quality. On May 16, we purchased a custom corner sectional for $2,874.81, which was delivered on June 19. Upon delivery, it was clear that the sectional was defective. The cushions did not align with the seams on the back, several of the backs were visibly uneven in height, and although we ordered firm cushions, one was significantly softer than the others--creating an obvious mismatch. We reported these issues to Ashley the same day and provided over 20 photos documenting the defects. Despite the evidence, Ashley insisted the sectional could be repaired in our home. We repeatedly explained that the defects were structural and required the item to be returned to the workshop. They stated they have a process to follow which involved sending a technician to our home first. On October 31, the first technician "Ethan" arrived with a new cushion and pre-sewn upholstery material. The technician agreed the sectional had obvious defects in manufacturing and stated he couldn't do anything here with the materials they provided. He left without replacing the cushion or making any repairs. Ashley later claimed, Ethan was new and sent a seasoned technician "Christopher" on November 18. Christopher took photos and confirmed that the sectional could not be repaired in our home. The seams in the new material were sewn in the exact same location as the fabric he was suppose to replace. He said there was nothing he could do here. He stated he would speak with management to find a resolution. Again, he left without doing any repairs and took the material with him. Ashley told us they would respond by December 5th. They did not. After multiple attempts to follow up, they finally contacted us on December 11 with their final decision: because the manufacturer (England Furniture) claimed the sectional met their quality standards, Ashley considered the matter closed. In other words, Ashley Furniture sold us a custom product, delivered it with obvious defects, and then refused to stand behind what they sold--placing all responsibility on the manufacturer instead of honoring their obligations as the retailer. We have been dealing with this since the first week of July, and as retired senior citizens living on a fixed income, we cannot allow this to be dismissed. Our next steps are to pursue small claims court, share our experience publicly, and ensure other customers are informed. To anyone considering a purchase: based on our experience, we strongly recommend taking your business elsewhere. No customer should be left without support after receiving a defective product. Thank you for reading, and feel free to share this to help others avoid the same situation. Merry Christmas. Dennis K.

We ordered a lift chair for our Dad in an assisted living facility on Oct 27th. They couldn't get…read morehim one until Nov 17th. We paid extra for their white glove delivery service. They basically brought the chair in and left, not even checking that it worked. When our Dad first used the chair, it went back into the recline position where he got stuck! During that recline, a wire was cut because they failed to install a cotter pin. My sister called the company and they said to check the manual. The manual said the issue might be that he pushed a button that triggered a safety lock feature. She tried to talk Dad through checking that safety feature but he could not understand. He could not understand because the feature was not even part of this chair's remote! After days of trying to talk him through it, my brother went to see him (an hour travel) to see if he could fix it. He could not figure it out. My sister called the company. They said it wasn't under warranty for replacement. It was over 20 days after delivery that we got a service technician to come out to conclude the problem was with the chair. Now we're waiting ANOTHER MONTH for a replacement part. I called to explain all the details and ask for a new chair, left a message for a manager. No one called me back. I called again and explained the situation. They are refusing to replace the chair which was used once to recline it. This could have been avoided if they had checked the chair when they delivered it to see if it worked. This lift chair is not a luxury for our Dad. He is in a wheelchair with sleep issues and edema. This company has been terrible to work with.