Ashley Furniture Industries, Inc. complaints

We bought a Queen sofa sleeper that was delivered to us on February 11 2024. From February 17 2024 to February 22 2024 i tried calling the store several times when i had the chance to let them know that the sofa sleeper had a faulty mechanism and was not operating correctly. Since i was unable to get through on the phone, i went online to open a chat on February 22 2024. We were dissatisfied with what we had bought and wanted to return it but they said it was final sale and they would send a technician round to fix it even though we lost all confidence with the product and requested to return for a refund. The technicians arrived on March 14, 2024 only to leave grease stains on the sofa from repair and argue it wasn't them, now we are waiting for an unknown customer service person to contact us after i finally got through to the store manager on the phone who claims they cannot do anything. It's been going on for too long and the replacement part they fit is different to the original with missing features and doesn't look like it'll stand the test of time. This replacement mechanism should be the same or better quality, which it is not. We continue to ask for a resolution with no one telling us that they can accommodate our request to return and insist its final sale which we were not aware of when we bought it. The last response is that someone will contact us in 72 hours which is not good enough and not guaranteed. Resolution Sought I would like for them to allow us to return the product for either an exchange for something different or provide us with a full refund.

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After fighting tooth and nail we were finally granted a re selection, no refund was offered but we took the re selection. This was by no means easy and we had to contact them so often to get to this point. After re selecting a different item we have noticed a huge difference in quality and comfort which solidified our reasons for wanting and needing to return or be refunded for the defective item. A painful returns process and still the best thing about Ashley Furniture is the salesman called Leonard. That guy is great and the company is lucky to have him. I feel sorry for the next customer that has to go through this and hope they fight as hard as we did for their rights as a paying customer that trusted such a big company to do the right thing without fighting so hard against us.

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Ordered a rug from their online store. Was not great quality when I received. Requested to return the day I received it (which I am able to according to their policy). They originally said they would send me a label in 3-5 days. I thought that was odd it would take that long but fine. It was 5 days, I reached out since there was no label. They said we have your request but it still has not been 3-5 days. We will do it as soon as we can. Still no label and could not give me a timeframe. Reached out again and still got a run around. I cannot get the same person twice and no one can give me an answer. I just want to return an item that is stated clearly I can. Resolution Sought Let me return the rug and get my money back

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