Ashley — Local services in Fargo

Well this is a continuation from a previous post. I gave this business a 1 star review due to my experience with Ashley. I bumped it up to a few stars because they contacted me and took care of my problem. Well there won't be a change this time. The furniture I bought failed and continued to do so. Had a "repair" person come out and his answer was re-stuffing my chair. I informed him that the mechanical slider was failing. Well nothing was done and I went back to my store for a total return. The manager said he was going to honor it. I'm still waiting. In the meantime my wife's chair mechanical slider failed. Went through guardian and in short we were turned down saying t wasn't covered despite that we bought the platinum plan. Despite it says it does. I been waiting to return my chair since November and yet it's still here. Now Ashley since we were again lied too about our guardian coverage that we paid $260.00 for we would like to return everything we bought. I'm very disappointed to say the least. My chair isn't comfortable and hasn't been since the re-stuffing and it's broke. (Thank you) Being disabled and telling the sales person they knew I needed a reliable chair. I'm beginning to think it's all about the sale rather than the customer.

3/26/2021 update: Well after waiting for 2 months to get someone out to our home to "repair" our chair(s) as we were told, that didn't happen. All that did happen was that yes a repair tech did come out - but all he did was took pictures of said damage and the model/serial number of the chairs. Called Ashley's customer service talked to "Harlana" after the service tech left. All she told me was this is Guardian's problem and not hers. Tried to explain the problem abut in short she passed the buck. Asked if we can return our furniture - she didn't want to talk about it. Asked for a supervisor and that's when she hung up. Again thanks Ashley for nothing - Please take your failed furniture back this isn't how you treat customers. Waiting for 2 months and nothing was said that we're going to take pictures just to leave you hang for yet another undermined amount of time. Oh yes I did reply to Ashley's customer service as they wrote 3 days after they posted their reply - I've yet to hear back. Recommend DO NOT BUY from them - you'll regret it like we are doing now.

6/8/2021 The saga continues: First I would like to say that I finally found a customer service rep who understood my frustrations after the "insurance company" just offered to replace our chairs. However we were only given the amount that we paid for both chairs. Which sounds fair but little did we know that the amount they gave us didn't cover the replacement of one chair. So according to Ashley's home store and the insurance company they were good with one of us sitting in a chair while the other I guess ends up sitting on the floor. The way I look at it is this - it shouldn't matter what we paid for the chairs, if you offer to replace them and wash you hands on us because it's "cheaper" for you as a company then man up and replace both chairs. Now with that said we didn't take that offer. We had the company repair what's broke because had we done so there would have been no more warranty. So we waited it out for parts to come in which they did and called Guardian to schedule a repair tech to come out. So on 5/21/2021 our recliners were once again working. Some months later after we filed our claim. So I was going to come back here and give you all a follow up but decided to wait. Glad I did and ever glad we didn't take the "replacement" recliner offer because once again their yes Ashley's product failed. No it's not mechanical this time but structure. The entire back snapped clean off when I reclined back last nite. 16 days of enjoyment is all I got since the mechanical reclining structure was replaced. So now we'll see how long this "song and dance" is going to take. Again I can't begin to tell you the amount of frustration I have personally endured with...

I ordered a table and chairs online. In Dec 22 I noticed damage. A tech came out Dec. 27th, took pictures & said he would send them to warranty and they would call me. After a week and a half, no call, so I called them. I must have talked to at least 6 people and no one knew anything. The tech did not send in the pics. They said they'd call me back. 3 days, no call. This happened at least 7 times. NO ONE EVER called me back. Finally, in mid February, I called and actually scheduled a pick up of the table. They picked it up 2/25. It is now 3/28 and no refund. Same thing has happened, no one at customer service knew anything about my returned table. No one ever called back when they said they would. Beginning of March I went into the Ashley store here in Fargo (it was an ONLINE ORDER, not their problem). Heather was great, she started sending emails to her contacts to help me, even though it was online sales responsibility to help me, not employees in the store. Heather kept in touch with me by calling (unlike online customer service) and letting me know what steps she has taken. I have been in tears of frustration about this situation. All the time on hold, all the no calls back, no one seeming to care. Last Saturday I called the Fargo store and talked to Barry the manager. He apologized profusely, and I told him it was not his fault, it was online and corporate. He sent a biting email to some corporate people. It is now Tues 3/28, and no response from the online sales department regarding my refund. I give up. Heather, Barry, and Sean at the Fargo store helped me so much, they were supportive, and really tried to get an answer for me. They were awesome (unlike anyone on the phone with online customer service or online sales). I am going to print out the calls I made to customer service, the time I was on the line, and how many times they called me back, which was NEVER, and add up the time I lost. What a circle jerk. Corporate needs to evaluate their online service, because it is a joke. Today, I finally contacted the ND Attorney General. Thanks again to Heather, Barry, and Sean at the Fargo store, they are the only ones in my opinion that have integrity at Ashley.

3/29/2023 Still no communication from the online customer service or corporate (Surprise Surprise) regarding my horrible experience & still no refund. DO NOT ORDER ASHLEY ONLINE! Go into the store, the employees there will take care of you without any problems.

3/30/2023 After thinking about this overnight, I changed this to a 5 star rating. However, THIS 5 STAR RATING IS FOR THE FARGO STORE, they were the only ones to try help me. Specifically Heather, Barry, and Sean. They helped my when no one from the online sales, customer service, or corporate would.

I would give online sales, online customer service, and corporate 0 STARS. Still not a word from anyone about my refund. It has been 5 weeks since they picked up my damaged table. But, this whole process started Dec. 27, when the tech came out to take pictures. Unacceptable.

I am going to be contacting a lawyer today. I will be pursuing my full refund, and monetary damages for the treatment I have had to endure, the hours on hold, the stress and frustration and no refund issued, all due to Online sales, customer service, and corporates dereliction of duty.

3/30/2023 I just filed a complaint with the BBB. Case ID#19876387. Oh, and still no communication from Online customer service or corporate.

03/31/2023 No communication from online sales or corporate. I can't believe the incompetence of this company and the 0 customer service they provide. I checked my phone, the last call I received from ANYONE at Ashley was February 14th, and that was regarding the scheduling of the pickup of my table. 0 calls back. 0! I just want an actual human to contact me! NOTHING. I called the Fargo store and talked to Heather, I was crying I am so frustrated. It has been 5...

Worst furniture purchasing experience of my life ! Do NOT buy anything with Ashley - The service is HORRIBLE while the furniture quality is AWFUL ! I wasted close to $2,500.00. don't do the same mistake. Go elsewhere, to a store where you will be respected and receive actual quality furniture, the furniture you ordered, on time, and in a proper and functioning condition.

I ordered a living room set of furniture that was supposed to arrive on a certain date. However, when I kept calling a week prior nobody was able to confirm anything because the store and chain computers were malfunctioning for SEVEN days straight.

Once I finally got most of my furniture, the recliner seat was missing. Again, after much chaos and lack of ability to locate it, once it was finally found, service was supposed to happen on a Friday.

However, I was delivered the wrong recliner from a wrong set and the delivery guys were beyond rude and refused to take the wrong recliner back telling me that the people who will exchange it will return it.

When I reached a supervisor, because my sales person person was of course off that day, and told them I've had enough, they magically found the correct recliner and we scheduled a delivery within 2 hours because I had a meeting.

20 minutes later I received a call from another delivery guy who stated he was on his way and will be in my house in 10 minutes and cannot wait for 2 hours because he had other stuff to do. At which point I had to drive back and cancel my meeting.

TWENTY ONE days after receiving my furniture, there are already multiple issues with the 3 piece couch. first, the middle seat is SINKING when you sit on it. In less than THREE weeks ! Second, there is a piece of fabric falling from behind the couch.

When I spoke to the customer representative she told me they wouldn't exchange the couch, had a lot of attitude towards me, found my predicament funny, offered me a 10% refund to live with the faulty couch, told me they can send a technician but also explained she has no dates available and would need to call me back, and when I asked for a supervisor - refused to let me speak to one while she Informed me that there is no need for a supervisor because they would tell me the same.

The onion of our conversation was when she explained to me that the insurance I paid more than $200.00 for was actually not with Ashley but with a third party. Great revelation for the moment. She also informed me that I can simply hang up and call them instead. She was so rude !

Horrible standard of service and trash product for $2,500.00. Do yourself a favor and avoid this company at all costs ! GO to a place where you will be respected, get the furniture you actually ordered, on time, and without issues. Ashley is NOT the place to buy furniture, or anything else for that matter !

I fully intend on filing a lawsuit against Ashley in small claims court unless the matter is fixed in full on or before January 15, 2024, as well as to file a complaint with the FTC for fraud and sale of faulty products and the unwillingness to reimburse clients for the above-mentioned...