Ashley Store — Local services in Tempe

Bought a $4k mattress PLUS the extended 5 year warranty, which supposedly covered ANY kind of damage except anything pet related. This is the information that was verbally relayed to me by the salesperson who eagerly took all my money, and it is also the information that is listed on the “Premium Protection Plan” pamphlet I received which details the terms of my coverage, as per the plan that we PAID EXTRA FOR.

This incredibly expensive mattress is now unbearable to sleep on, and has a very evident sagging spot which clearly shows internal damage to the structure of it. No one I talk to seems to be keen on helping me. Manufacturer claims that I have to file a claim through Ashley since they are a verified retail partner, and part of the agreement Ashley enters into as Sealy trusts them to sell their products, is that Ashley handles all manufacturer warranty claims for the items they sell.

Yet Ashley tells me the warranty is only good for 1 year even though the manufacturer’s website says their mattresses have a 10 YEAR LIMITED WARRANTY. Never mind the fact that on Ashley’s website I can clearly see that Sleeper Mattresses have a THREE YEAR LIMITED WARRANTY through Ashley’s own policies.

Yet I am told that unfortunately they cannot do anything because it is past a year since purchase!!! And GBS, the third party warranty company that I literally paid extra for, all under guise of them supposedly covering ALL ITEMS I PURCHASED, and ALL KINDS OF NON PET RELATED DAMAGE, also refuses to do anything about this.

This is absolutely freaking outrageous. We have purchased multiple items from Ashley and have spent well over $10k at this store, the sales rep who helped us made several mistakes including selling us the completely wrong couch claiming that it had features which it clearly did not. We let it slide because it seemed like too much of a hassle to return the couch once delivered and assembled. We thought maybe it was just a forgivable case of negligence due to her being new, but I am starting to wonder if everyone at Ashley just says whatever needs to be said in order to secure a sale, and once they have your thousands of dollars in their hand they couldn’t care less about you or your problems!

I literally just got off the phone with the manufacturer of the mattress, and they verified that my mattress should be covered for 10 years, and Ashley is supposed to comply with the manufacturer’s warranty as they are still an active retail partner. Which means that everyone I have talked to at Ashley Furniture is LYING in order to avoid paying out for a defective item they sold me.

You are so much better off buying things directly from a manufacturer who will actually stand by their product instead of trying to wash their hands clean of any issue that comes up once your money has been eagerly taken. Ashley Furniture will NOT stand by any of the promises they make you in the store, nor will they stand by the warranty policies that are blatantly stated on their own website, nor any of the agreements that they come to with manufacturers who are trusting them to sell their products as they are supposed to be a reputable business that manufacturers can entrust their retail operations to.

I am so thoroughly disappointed and enraged by this whole ordeal. We dropped over $4k on a mattress because our old 10 year old one was terrible to sleep on, only for the new one to become even more uncomfortable than the old one in less than two years of purchase, and NO ONE at Ashley will do anything to help us, which is defrauding both me AND the manufacturer whose policies they are supposed to be abiding by.

Ashley Furniture is nothing but a bunch of crooks who will say whatever they need to say in order to get your money and once your money is in their grubby little paws they will go back on every promise and policy that is meant to protect you :) Spend your cash here at...

We finally received our Ashley Furniture patio set today Friday, 10/16, previously promised delivery on Tuesday 10/6- watch for text and call for confirmation, they said. Instead, I was told the delivery would be for Friday 10/9, when I called on Wednesday when I hadn't heard anything from Ashley Homestore. After texting with Laura Sharpe, the salesperson that handled our sale, that Friday would be fine, delivery dept sent text confirmation for Saturday! This day wouldn't work, so I asked for Tuesday 10/13, but Monday came around and the text sent with delivery time allotment for Tuesday wouldn't work due to an appt I had to keep. Today was the next day I could accept delivery...

So everything pretty much came in one piece, and the two delivery guys only had to take plastic wraps off and place cushions on the chairs. The glider came in two pieces - the loveseat and the gliding base. As you can see, the assembly didn't go so well. $120 for delivery and professional assembly... The excuse given was that the factory must've sent "two right feet instead of a left and a right." I knew this was BS and just assembly gone wrong and that the guys wanted to move on to the next delivery to avoid delays. We didn't want to accept delivery, but was told by customer service the only way to set up a repair appt was to accept delivery, since waiting for a new piece might take weeks, as some pieces were on backorder. Repairman is to arrive on Wednesday 10/21. If he cannot fix the glider and the few braids that tore apart, we will return the pieces for our complete money back!

I wanted to cancel delivery when promised Tuesday 10/6 didn't happen... Only tolerated delivery snafus because mom really liked the glider set.

P. S. I'd asked about Ashley's return policy of three days and Laura said that I would have to decide on delivery day to accept or return. After seeing the bungled assembly and the damaged areas, my mom and I wanted to return the damaged item and wait for a new replacement. The lead delivery said he wouldn't be able to place the item back into the truck - I looked and saw that there were other boxed items inside the truck awaiting delivery.

10/17 Texted to Laura that Mom decided she didn't want the set anymore and that we would like to return it, but Laura said we'd have to come in and talk to the manager. Since we both work till 8:45 pm and most likely would arrive past 9 pm closing tonight, I called the store directly and was placed on hold. After the 13:30 minute holding time, an automated voice said that I would have to leave a message after the 15 - minute mark or I will be disconnected, so I left a message. I was assured that I would get a reply within 24 to 48 hours, which would conveniently time me out of the 3-day return policy.

10/19 No return call from Ashley... I asked a friend if she could translate a video taken from my patio camera, which shows the guys being rough with the set & conversing. My friend said at least 2 comments were derogatory...

10/21 No confirmation text/call for...

Short story ... very disappointed, go to American Furniture Warehouse (better prices and selection) or Living Spaces (low priced custom) instead. Full story ... Went in to the Tempe Ashley Furniture Store over Labor Day to shop for 2 sofas, an ottoman and a recliner. We needed a warm brown or tan color to match our rugs and window treatments. Couldn't find anything on the floor, but the salesperson (Laura) convinced me that one of their sofas not displayed on the floor would work. I was worried that it was actually a gray sofa, but she said not to worry, just put the order in, and I could always cancel. I definitely felt pressured by Laura to buy the set (Labor Day prices) and I paid in full. The next day, I went to American Furniture Warehouse, and saw the sofa in person that I had just purchased at Ashley the day before. The sofa was not only cheaper at AFW, but the color was gray! It would not work in my home. I called Ashley's Customer Care line, and told them I needed to cancel. I spoke to A.L. (initials), and she said that my refund would be processed within 7 days. Two days later, the local salesperson Laura called. I told her the sofas wouldn't work, and she asked me if I wanted to put my order "on hold" until I could find something else. I told her "No." I wanted my refund. She then asked if she could send me some other options which I agreed to. The option she sent me didn't work, and I haven't heard back from her. However, I still haven't gotten my refund! I've gotten emails from Ashely asking if I want to continue my order! Laura reopened my order despite me telling her not to. I called the local store, and the girl who answered the phone said I needed to go in person to get my refund. This is the exact opposite of what A.L. told me. I then called Customer Care again and spoke to Mark. He said I would be receiving my refund within 48 hours. Over the years we have purchased our kids furniture and living room furniture from Ashley. Not anymore. Do yourself a favor and go to American Furniture Warehouse. Better selection, better prices, no lying. Or go custom for not much more at Living Spaces. Either way we're done...