Ashley Furniture - Cheap furniture does not hold up to normal wear Duluth, Georgia

I too am suffering the Customer No Serve at Ashley Furniture We purchased a bedroom suite here (Cumming Store)and was told that this was the "Top of the line" furniture.....great since Im going to have this for another 25 years. Ashley delivered it within the week as well as other items. Upon seting up the bed I noticed a scuff on the foot board.... no problem the driver pulled out a paint kit and fixed it said he did repairs for Ashley Furniture when he is not doing deliverys....excellent!!!! BUT upon leaving my home he informed me that to be very careful with my metal canopy over my bed because they have been known to break (He had fixed a few).....Well 6 months later my canopy is hanging by 3 supports AND the 3rd one looks to be there on" imagination"....After numerous phone calls to Ashley (Cumming store) NADA...Zilch!!! Next is a phone call to the BBB.

Ashley Furniture customer service is among the Worst I've seen.  I was not on a budget and bought my furniture and mattress directly from Ashley Furniture in Duluth, GA; store is now closed.   I complained many times to my sales person about the mattress I bought.  The sales person should have sent me to the warranty department; but they didn't.  No matter how many times I complained.  It was not until the Duluth, GA store closed that I went to the Buford, GA store to complain and was finally, almost a year later, put in touch with the warranty department.  I give kudos to the Buford store for getting the ball rolling but that's all I give them credit for.  They are friendly but getting the job done is not in their vocabulary.  Warranty folks told me to talk to Edward, the manager.  I've tried numberous times but he's never in the store and never and I mean never has he returned my call or called me about my continued complaints.   Here's my story:

I bought the SouthBay Ashley Sleep mattress a year ago.  2 weeks after I got it I began complaining to my sales person (at that time Duluth, GA).  At no time did she offer to have customer service come out and look at the mattress.  I complained to the sales person several times over course of 6-8 months.  Finally the store closed and I learned I needed to contact the Buford store.  I went in to have a drawer handle removed and discussed with them the mattress problem.  (I purchased a bedroom suite, mattress and adjustable frame.)  Let me say DO NOT buy an adjustable frame and you will hear why as I go on.  Finally, months later the warranty folks come out, yep my mattress needs to be replaced.  Ok, so my choices are get the same mattress (which if it doesn't last a year then it's a piece of Junk)..so I decide to do a reselection.  That also was a nightmare.  The salesperson only wanted to put me into a mattress that costs about $2,000 more than I spent on the mattress I had (which was about $1,000) the mattress he wanted to sell me was also an adjustable but by Sealy.  I really wasn't willing to give an adjustable mattress another chance, nor was I willing to spend anymore money with Ashley.  Then I found out they wouldn't take back the adjustable frame and give me credit to use toward a box springs.  You can not put a regular mattress on an adjustable frame, manufacturer of frame doesn't recommend it and won't warranty it.  So I'm stuck getting the same piece of , yeah that, mattress that will need to be replaced again in short while and my sleep will never be comfortable.  I haven't slept well in over a year and was hoping to get something with this 7-10 year warranty that came with my mattress.  Let me also note that the warranty people kept telling me to talk to the Buford store manager (Edward).  I've been trying to get him in the store (drove out there a couple times-30 minutes each direction) and on the phone more times than I care to count and he is NEVER and I mean NEVER in the store.  He does not return your message!  Ever!  I will never shop Ashley again and will be going back to Bassett down the street.  The furniture I bought at Bassett for another bedroom is in much better condition than this mattress or bed.  The other poster stated they had issues with the bed, I do too.  My side boards won't stay in.  According to the warranty guy it's because there is no weight (because of the adjustable) to hold them in.  They pop out all the time and with a head and foot board I just wait for the day the bed falls apart while I'm laying in it.  I spent thousands on a good bed and I thought thousands on a good adjustable frame and mattress...well the frame is still holding up (frame by Leggit and Pratt) but the mattress is no good, the bed is no good and Leggit won't do anything but leave me stuck with this frame, which means I'm stuck with this type mattress.  I will be buying a new mattress and box springs but it surely will not be from Ashley Furniture.

After having read the numerous complaints online about Ashley Furniture, their poor customer service, and less than quality furniture, I am cancelling my order in the morning. What really sealed the deal for me was this ex-employee's rude response to the customer's complaints. Furniture should last for a long time - it is not something that you expect to have to replace every 3 years like you do a computer, which due to new technological advances every few years and dropping prices, many people do upgrade. Nor is it like a pair of socks that cost less than $10 and are washed frequently and therefore wear out - that being said, I have socks that are more than five years old that are still in good condition. Quality furniture, which Ashley claims to make, is something that is expected to last. Also, the ex-employee's comment asking how much this customer weighs in regards to the cushion that is going flat, is just totally out of line, rude, and unacceptable behavior. I was amazed and could not believe it when I read that - even my daughter, whom I read the review and reply to was astounded at the audacity of this kind of response. Besides, even fat people need something to sit on and should be able to expect quality furniture to last. If this is the kind of "customer service" one can expect from Ashley Furniture employees, then it is no wonder there are hundreds of complaints online about them! Your reply sounds like you are admitting their furniture is not top quality.

I was in their Duluth store last night, started the paperwork to purchase a sofa, chair and ottoman, but it was close to closing time and they could not complete the application process until today. I have been looking around for a while, and usually check for reviews of companies before I do business with them, but I happened to stop by after seeing their sales ad and thought I'd look around. After finding something I liked the looks of, I thought I'd go ahead and purchase it. Glad now that it did not complete after seeing all the complaints online of delayed and damaged goods, refusal to replace broken product and only repairing it when what one has paid for is new furniture, and bad customer service. If this ex-employee's response is any indication of the kind of treatments customers receive, then this is not a company I would want to do business with and will cancel my order first thing tomorrow. Thanks for the enlightenment!

My name is Chad. Think about what you are saying. Let's see you were on a budget, you went to Real Deals, you seen a recliner you liked, it was comfortable, so you bought it, came home used the hell out of it, got into a bind or someone said you made a bad choice, and now you want to complain. I mean you buy socks and they will never fit like they did when they were new. Does your car still have that new car smell. Also it is not Heirloom furniture. Its like anything else in this world it depreciates quickly. Your computer doesn't run like it used to so are you gonna bash the manufacturer because its not shiny and new anymore. And you say you take good care of your furnishings according to whom. Thats your opinion! Ashley provides the utmost care when building their furniture and their quality control is second to none. This is not a fly by night company. This is a company that really cares about its customers. So instead of bashing this company on here call Ashley Furniture and be very cordial and tell them your problem. But remember you have used the furniture. Just like your used car when you trade it in, you are not gonna get what you paid for it. Everythings a gamble in life. Could you imagine instead of paying what you did for that furniture and went and spent say $1200.00 for a recliner and the samething happened, I know would be pissed off. Show your receipt so people on here can attest to your complaint. You also said the most used sofa cushion is flat. Well how much do you weigh? Or maybe you should have used the other cushions more! You stated the furniture looks fabulous when new but doesn't hold up, that's an oxymoron. Isn't everything like that. Do you yourself look as good as you did when you were say 18.