• Report: #697470
Complaint Review:

Ashley Furniture

  • Submitted: Sat, February 19, 2011
  • Updated: Fri, October 14, 2011

  • Reported By: rca — California USA
Ashley Furniture
855 Ashley Way Colton, California United States of America

Ashley Furniture Ashley Furniture Home Store Poor Quality Furniture, Terrible Customer Service Colton, California

*Consumer Comment: Ashley HOMESTORES

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In Sept 2009 both family room furniture, coach, love seat and Queen Ann chair plus tables and chairs. Also purchased this insurance policy for 5 years and was told no matter what goes wrong call Ashley customer service and they would take care of it

3 Months after getting the furniture, the cushions on the coach started sagging really bad.  Call and a technician came out and replaced the cushions and re-adjusted the foot rest mechanism. 3 more months and the same thing. Again called and after some lengthy discussion Ashley admitted that there was a problem with these cushions and replacing them may or may not really fix the problem.  After some discussions they agreed to replace the pieces with what ever I choose.  Got a different style of sofa.

A couple of weeks ago, the springs in the Queen Ann chair just broke and popped out the bottom. Call customer service and they said they could send a technician but not for three weeks.  I also said that the cushions on the couch were again sagging and could that be taken care of too.  Oh no, the cushions only are guaranteed for 1 year. But what about my insurance? Oh you need to call them and open a claim. Not what I was told when I bought the policy - just call Ashley and we will fix it.  Talked to some one in corporate and she said - you should have read the policy - true but you don't get a copy until you purchase it - a little late I would say.

Anyway there furniture does not seem to with stand normal use, they could care less if their customers are happy.  I would advise everyone to not buy from them and even call them and let them know that you read reports on ripoff reports and because of that you are going else where.

This report was posted on Ripoff Report on 02/19/2011 12:16 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ashley-furniture/colton-california-92324/ashley-furniture-ashley-furniture-home-store-poor-quality-furniture-terrible-customer-ser-697470. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment


AUTHOR: FRANCHISE - (United States of America)

ASHLEY FURNITURE  furniture colton, California
Neutral comment...

It is sad to see how some people take advantage and try to suck companies dry!  No wonder small businesses close their doors..

I am a loyal Ashley Furniture customer, who i will say i'm a complainer at times, but only when i'm treated unfairly or get taken for a ride... there's a few things I'd like to mention here.

First and foremost... Just about all Ashley Furniture stores are INDEPENDTLY OWNED & OPERATED.  Which means, if a manager is rude, salesperson in unprofessional, or they mistreat you at a particular store, lets' say in TEXAS, it is no reason to badger Ashley Furniture as a company, because they have nothing to do with stores in other states. 

All merchandise I've purchased comes with a 365 day warranty against defects, which is pretty much a standard warranty from all furniture stores and it's also clearly stated in the contract I sign with them.

As far as furniture Protection plans... These plans are in fact sold by Ashley Furniture, yes, I agree... I buy these extended plans because it amounts to roughly 10% of the total purchase, to cover 100% of my furniture, is not a bad investment, and it has paid off more than once.  Here in CA, it's provided through Guardsman, which is a subs. of VALSPAR... there is a little certificate given to me at the time of purchase and on the first paragraph, it explains VERY CLEARLY, that all accidents/incidents will be honored, as long as they're reported w/in 5 business days from date of event. an 800 toll free number is provided and they do answer FAST!   that's what i love about them.

If Guardsman declines a claim, this is a contract between ME and them... Ashley furniture has NOTHING TO DO with this extended protection plan.

Guardsman will not protect flat cushions, it's only ACCIDENTS & INCIDENTS, as explained in the certificate.   As with any extended warranty plan, there are exclusions and things that are not covered... example... bleach... body oils, sweat... things that should not happen in the first place... who would sit all sweaty on a sofa? 

While I was buying there last month, this lady was complaining about something... curiousity beat me and I walked by and hung around closer...

She had purchased 1 table & 8 chairs 4 years ago... from what I heard, her table had some bubbling/peeling... guardsman approved her claims and gave this lady a $280 "store credit", but since set had been discontinued, she wanted $1000 credit to change her entire set! 

Now this, to me, it's unreasonable...   she ended up causing a scene , telling the store manager she would sue Ashley Furniture, Report them to BBB and her husband would stand outside of the store with a pickett sign, telling who ever came in how "shitty" this store was..

I was terribly saddened by this, very nice looking lady too, but her attitude made her horrible.  At the end, the manager apologized again and told her it was a Guardsman contract/resolution between them and her.. Ashley Furniture has nothing to do with Guardsman's decisions...


it's really sad people like this exist... but, welcome to America... the melting pot.
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