Ashley Store — Local services in Cleveland

I truly regret giving Ashley a 2nd chance!! Shame on you for taking advantage of a disabled woman knowing I said many times i was on Tight budget. I told the sales rep i was relocating to FL for Medical reasons and my ADA apt in my room for me to access in my wheelchair i was having to downsize my bed to a full from queen. I advised very much so of having spinal injuries also. The Rep sold me a mattress that was set up in store and looked completely different upon seeing. My dad is my caretaker and had to drive an hour out of his way to warehouse when we were advised it was right down the road upon arriving at warehouse he had to then wait in a line for over 45 min to get to the pick up door to pick up sofa, mattress and frame as we were told the frame was called better than a box spring. The man who loaded the items into the uhaul told my dad to not open the boxes with the frame and mattress in them until destination and be sure to stand back on the mattress as it can cause injury upon opening. This is where Ashley furniture does the got you action against customers!!! Not only do you sell me a chair and upon getting home noticed it had a big white paint stain on it. To find out it was a show room item and regardless of being damaged where it could not be seen upon purchasing I'm told it was an as is item so I was stuck with it. But then the big got you moment is where they have the mattress and frame each in a box that's sealed and the mattress is vacuum sealed. To which upon cutting the seal is when the mattress pops out and unfolds. But at the pick up my dad was advised to not open the boxes until destination due to this. The sales Rep, multiple managers and the man at pick up all knew we were relocating from TN to FL to which is where the items are and upon opening the mattress and frame my dad and I immediately didn't recognize the bed nor the gray frame. My dad then sat on the mattress to try it and it immediately sunk down to the frame to which I have a photo of!! I've cried so many times because I don't have money just to throw away and go buy a more expensive one like I was literally told by a customer care Rep but then it's up to the store and due to sanitation they cannot take back any mattress even though had not been slept on just set up. I didn't get any assistance from the Rep and yet your customer service is called customer care but this is very opposite of that!! It's very sad that I'm now going to have to pay for another uhaul to deliver my queen size bed to FL and also cause me to not be able to maneuver in my room in my wheelchair h to which is very very disconcerting and no customer should ever have to not be comfortable in their new ADA apt and also unable to access their bathroom now for a shower or anything. Why should a customer have to endure this just for your company to make money and your sales reps to get their commission!! Shame shame on you and you definitely now will never ever get my money again and I'll definitely be sure to let all of my family and friends know to beware of your company¡!!! Thank you to the lovely sales Rep who acted like she gave a crap about someone being very ill but in the end didn't even recognize you when you went back into the due as she's no different than a car salesman out to make commission!! Oh and can't forget the mgmt telling my dad to put paint thinner on a chair with the very soft fabric sorry not sure exactly what it's called but my dad nor I have never ever heard of putting paint thinner on furniture for any kind of stain and nor did the store Rep at Lowe's.. so I'm stuck with a chair with white paint and a mattress that's absolutely worse than a cheap hotel mattress and a frame that's supposed to be better than a box spring frame but no way by no means is it as you can feel the frame upon sitting on the bed!! I can't forget about the rust also all along the frame as well!!! I'll be filing a complaint with the BBB as well!! BEWARE OF ASHLEY FURNITURE!!! GO TO A BUSINESS THAT ACTUALLY CARES...

Our experience in store and purchasing was fine. We chose to do pick up instead of delivery because of the outrageous delivery fees. We got our sectional home and the loveseat portion had a small tear in the fabric. We noticed it as soon as we took off the packaging. I immediately called to make a claim. I was given a number to text and was prompted to send a few different pictures. This was on a Friday. I was told 1-2 business days. I received an email saying that more pictures were needed to determine the damage and which piece it was that needed fixed. The responses from the emails were taking over 24 hours so we ended up on three business days by the time you just have to text/chat and email instead of someone calling you from customer service. On the third business day, I received an email that my parts had been ordered but had no idea what actual parts these were so I called. I was told that the cushions were ordered and when they come in, then I have to call back and a technician will come out to repair the couch. Keep in mind, this couch came from them damaged. It’s brand new and never been sat on. I asked and questioned why we were not receiving a replacement due to it not being our fault. I didn’t feel that it was fair for the money we spent. I was told that it was procedure to repair first. If the technician deems it to be unrepairable then we can get a replacement. My analogy to Ashley Furniture was that if I buy a shirt from a store and it’s brand new with the tags and I have the receipt and I get it home and it has a hole in it, will they return it for me and get me a new one or will they sew it up (repair it) and give it back? They will absolutely give me a new one so why are they not doing the same? It’s brand new! It’s not something we did. It came this way from the warehouse. Needless to say, our first purchase from Ashley will absolutely be our LAST! We are completely upset with how this has all been handled and we would love nothing more than to be able to return our couch and give our business and money to another company. We were also told that we couldn’t return it because I...

Buying experience was good. I walked out feeling as a good purchase had been made, at a good price, and a delivery date set. That is where the good ended. Their machine was down so we had to return to make the payment. That is when we were informed our delivery date had changed to a day earlier. It was in major conflict with a life event that we could not miss! We were assured they would put the delivery to the afternoon. The day before delivery, it was calling for storms the next day. I messaged the sales manager that sold us the furniture and he said he would get it rescheduled. The day of delivery I received a text saying the delivery drivers were going to be at my house at 10:13am as I was 3rd on the list for delivery. I contacted the sales manager that I had purchased with. He said he had forgot. When the furniture arrived, it was damaged. We had been told to refuse the order if it was damaged. The delivery driver said he would have to make some calls. He said he could get a replacement for the damaged piece and bring it to me. He seemed like a trustworthy man and wanted to make it right. He was apologetic about how the delivery date was changed, how they didn't care that we were told an afternoon delivery when they don't do that, and that the furniture was damaged. This man kept his word. He was the only good experience we had. I received multiple text and emails to provide my feedback to Ashley about my experience. When I did, they made excuses and one person even ended the conversation without giving me the opportunity to speak. This is an unacceptable way to operate a business. When items cost $1,000s there shouldn't be this many issues with just getting what you paid for. When you try to let the company know how your experience was, to be blown off again. I would caution anyone about purchasing from this company. If you do, take delivery then and don't trust them to...