Jacksonville Performance Group

I recieved horrible customer service and damaged furniture. On Feb 16 2015 I purchased a couch and loveseat from Ashley furniture in Jacksonville. After purchasing the items from my salesman [redacted], I was given a delivery date no later than 10 business days. This couldn't have been further from the truth. It took 19 days to have my furniture finally delivered. My kids and I had nothing to sit on in the meantime. I had called numerous times to try to speak with someone that could help me get my furniture. I even tried calling the corporate office. The customer service I received at the corporate office was horrible. I was just trying to work something out and felt I should be compensated for the 19 days I had to wait for my furniture. I have never been spoken so rudely by a customer service representative. Of course, I did not get anywhere or was given any sort of compensation. I finally received my furniture on March 6 2015. After the delivery drivers brought in my loveseat, I noticed a hole on the back of it and asked them if they could return it. The zipper of the armrest was broken, and also the console was broken as well. The delivery driver was very nice and said that they can make note of it and order me a new one. It took another 29 days to receive my new loveseat. I feel that something should be done about this issue. Desired SettlementI would like to be discounted for the items I had to wait so long to recieve. IBusiness Response Thank you for the information and the opportunity to respond. The arrival information given at the time of sale is the best date available from the manufacturer at the time. Since all items are special ordered there may be delays from the Manufacturer which is out of our control. Although we strive to make every delivery perfect, unfortunately we failed with the original delivery to Ms. [redacted]. The terms and conditions that were signed, so we cannot mislead anyone, states we are to be given and opportunity to repair or replace any defective unit and we were given that opportunity to which we responded with a 1st quality item as a replacement. There would be cause for compensation if we had left the original item in the home but since Ms. [redacted] received exactly what she purchased, a 1st quality item, there is no cause for compensation.

Wrongly charging customer and adding in taxes later, also horrible customer service and delivery.I initially purchased my items on 2/21/2015, was told by [redacted] that this would be a total of 1790.00 and is what I signed my contract for, contract # [redacted]. I was also told that it would be a 2-3 week out delivery but to not worry they would keep me informed. They actually never did keep me informed I made a payment on my furniture using my cc through and it was 2 weeks past the estimated time of delivery when I received it. I also then call into the store located in Morehead City and was told that [redacted] wasn't in and she would give me a call the next day, IT took 3 days for her to get back to me, and I called the store... she answered. Her excuses as well as everyone at the Morehead City location were that it was shipping's problem in Florence SC and they had no control over it. Now I call into the store and Im told that my actually amount on the contract is over 2,100$ because they don't add in taxes until after the contract and agreement is signed, that way Im not double taxed. This is completely unacceptable, everything has been a headache since buying the furniture (from going almost a month without furniture, to not getting a correct delivery time, rude customer service, and lack of customer engagement. I do feel as being a service member I would at minimum get a bit of respect and none was given. I will not purchase from this company again, I will also advise all service members that I know of the issue.Desired SettlementI will never buy from this company again, I would like to have the option of getting my furniture reduced due to the inconvenience as well as the horrible customer service. I would also like an apology given to me personally over the phone. Business Response I just spoke with [redacted] (sales associate) and [redacted] ([redacted]) about this customer complaint. They truly apologize for any confusion or misinformation that was given to our customer and the following are the findings from my investigation. When a customer is financing through [redacted], which is a separate finance company, all paperwork is handled through them as far as taxes and finance charges. All customers are aware before they signed there contract with [redacted] of what they owe. They cover in detail the contract with each customer. No additional money is added to a contract after signing. Any further questions about what the customer owes should be handled through [redacted].We did experience delays in receiving deliveries to our distribution center because of the ice and snow storms that North Carolina received during this time frame. We notified the customer and gave them free delivery because there was a delay. Even with these delays, we were only 2 days past our estimated delivery range of 3-25-15. Customer was delivered on 3-27-15.We should have communicated more frequently with this customer on our time frame for deliveries. Calling twice a week with an update would have helped a lot and that will be addressed going forward.

Salesperson claimed no payment would be collected until furniture was installed and 100% customer satisfaction was achieved.During time of purchase, the salesperson claimed that there was no payment due until furniture was installed, no issues were present, and 100% customer satisfaction was achieved. The gentleman who installed the furniture did not speak English, and was on his cell phone via voice call during installation of furniture. One of the pieces were damaged during installation due to the man installing it having a phone up to his ear while trying to install pieces. Complaint was instantly filed with Ashley Furniture and it took from the time of purchase in October on the 2nd, until the end of December to even receive the piece needing replacement, and even with multiple calls to Ashley, the piece has still not been installed properly and the collection agency for their store has been harassing me via constant cell phone calls to collect. The manager claimed he would call me back multiple times, but after waiting a week each time I had to call back to get any sort of update, sometimes there being none. All calls are documented on the system and the representative who has been super helpful was named [redacted] She is the only reason there has been any progress made in the last 5 months.Desired SettlementI am seeking some sort of compensation for the almost deliberate terrible customer service. The store manager said he would give me a call with some amount of a refund/credit by 3/25, but yet again no contact was made. I am severely displeased with the service I received and the store manager tried to dissuade me from filing with Revdex.com to avoid any negative marks on his rating.Business Response Thank you for the information and the opportunity to respond. Mr. [redacted] accepted a $200 credit for the issues with his delivery. A Technician was scheduled to visit his home on 4/2 (previously set before Revdex.com was contacted) to rectify the issue with the item in question but was cancelled due to sickness. A message was left at both numbers to reschedule. We will follow up with the Technician to ensure the issue is corrected.Consumer Response I was not contacted on 4/2, and my wife had falsified that she was sick. There is currently a very messy divorce going on, and she is just trying to complicate matters. I did accept the $200 credit and now that I am in sole contact with Fast Furniture Repair through Ashley Furniture, I have been able to get more progress. I have scheduled repair at a later date when my Protective Order against me is lifted and I am legally allowed in my home, and I will contact the technician at the number they called me at when I am in my home legally and she is no longer allowed in the residence. My apologies for the level that this has gotten to due to my wife causing such strife. Fast Furniture Repair through Ashley Furniture has been extremely understanding and willing to work with me now that all this information has come out. My complaint with this company can be closed since there was a resolve met with them giving me credit and working with me so efficiently on getting this repair taken care of.Final Consumer Response

No customer service skills by incompetent employees and poor communication In February 12,2015 I purchased a king size [redacted] poster bedroom set. I paid it in full with a delivery fee on the same day with my debit card. I was assured that it would be in by a minimum of 10 days maximum of 21. I was told that when my furniture was in I would receive a call to schedule a delivery. First bad experience was that I had to call to check the status on my order on February 20 when I was told someone would call me. When I called I was told to call a 1800 number to schedule my delivery, doing so it was scheduled for February 24,2015 between 10-12 we were told we were the second stop. On February 24 I received a call at 11:49am to be notified that my delivery was being canceled due to inclement weather and they were rescheduling me for Wednesday February 25 the same time frame. I wasn't understanding why they waited til last minute to call and cancel if that was their intentions. On Wednesday February 25 they called me around 1030am to inform me that deliveries will be canceled again for the rest of the week. When I asked why it was for the week and couldn't reschedule for the end of the week [redacted] from the phone number 1 (843)[redacted] began to give an attitude about why they weren't delivering. Clearly she doesn't know how to deal with upset customers. Being upset that we needed the furniture we agreed to reschedule for Tuesday march 3 2015 between 2-4pm. On Tuesday March 3, I recieved a phone call at 11am from a[redacted] saying the truck that would be delivering my furniture was a [redacted] truck because of mechanical issues I confirmed that I would be getting my furniture today and she said yes. By 4:10pm I had not received a phone call from delivery nor had anyone delivered yet. I called the store to see what was going on and the rep I spoke to told me she would call the distribution center and call me back. I never recieved a phone call back. At 4:40 my husband called to see what was happening and he was told that the truck was runnin an hour behind and it should be there shortly. At 5:30pm we still had not recieved a call or delivery. Upon calling the store again we were assured our stuff was coming and they were just running late. At 7:15 pm we still had nothing and heard from no one. Once again calling the store we were assured the stuff was still being delivered. No one ever came and we never received a call that they weren't coming. On Wednesday March 4 I called the distribution center at 9:07am and spoke to[redacted] again she told me she would find out what was going on and call me back in a few mins. After a half hour I called back to ask what was going on and she said" oh no one has called you yet? The customer service will now be taking over and should be calling you shortly. " I was annoyed that she did not return my call considering the situation and I was told she was going to. At 10:07 no one had called me so I called the store once again. She told me she would call the distribution center manager and ask what was going on becusee she was told by the manager that everyone on the dleivered list was called to be rescheduled, I was not. I recieved a phone call from +1 (843)[redacted] from [redacted] once again to reschedule my delivery after explaining the situation and how upset we are that this happened she gave me an attitude once again and was rude. That is not how you treat upset customers. I was never rude just frustrated considering that our furniture is now beig delayed two weeks delivered. She told me she doesn't know why people told me the things they did and that I should've been called cause everyone else was called. She was not professional what so ever. Once again we have rescheduled for Friday March 6 2015. The lack of communication between each party is ridiculous. We would have been satisfied with calls keeping up to date whether or not the furniture was coming or not. Desired SettlementCompensation for our delivery. Business Response Thank you for the information and the opportunity to respond. We will contact Ms. [redacted] to discuss the issue and we will refund the delivery charge as requested.Consumer Response I will be waiting for them to contact me Final Business Response Delivered today with no issues. Thanks again for the opportunity to correct the wrong.

Paid[redacted] Furniture $1052.96 for the #[redacted] ($804.98). Never received product or reimbursement. Since 2010, my husband and I have purchased over $6,713.90 from the[redacted] Furniture in Jacksonville, NC. Our purchases began on 07/10/2010. We purchased a king sleigh bed, dresser, king mattress, reclining chair, sofa, two end tables, storage cocktail table, painting, and multiple home accessories. On 01/02/2012, I put the [redacted] reclining loveseat on layaway. Our last payment for the loveseat sofa was made on 08/03/2013 and I contacted the store to set up a delivery. To our surprise, the salesman lied to us about being able to deliver to Martinsburg, WV. During the phone call, I tried to set up delivery to the local Hagerstown, MD or Frederick, MD[redacted] stores and again declined. In August 2013, I informed the staff to go ahead and order the sofa. Then I would travel down to pick the loveseat up in my truck, since store to store delivery was not allowed. When I called back to confirm pickup I was informed the loveseat sofa order had been cancelled without my authorization. This is when I developed the in-store credit of $977.38. To be precise,[redacted] Furniture actually owes me more than the $977.38 stated because the store is not taking into account the 5 yr GBS premium combo protection plan and delivery charge that we paid for and also never received or used having a grand total of $1052.96 not $977.38 the store is claiming. After the in-store credit was established, I contacted the Jacksonville[redacted] store staff to have my credit balance transferred to the local Maryland[redacted] Furniture stores. I was once again informed such transaction was not allowed. I contacted the[redacted] store multiple times in 2013 trying to resolve this matter and could not get a phone call in return from the store manager, [redacted]. I called and tried getting in touch with him on 08/03/13, three times on 08/13/13, 09/23/13, and 09/24/13. At 1120 on 08/13/15, I called the Jacksonville, NC[redacted] store to confirm my in-store credit balance before traveling down on 08/15/15 to use my in-store credit. I was informed by [redacted] that my available credit balance was $977.38. At 1130, I received a phone call back from [redacted] informing me that the accounting department will not allow me to use my in-store credit because they have new ownership. I asked [redacted] when the new ownership took over and she said June 2014. [redacted] was the previous owner of[redacted] Furniture Home store with the Lent Corporation and [redacted] is the present owner. I asked [redacted], "why wasn't I notified of any expiration date, why wasn't I notified of the new ownership that would affect my account, and why did I never receive any documentation?" Ms. [redacted] did not have an adequate answer for any of these questions stated above. Ms. [redacted] informed me that Lent Corporation was the previous owner and to email [redacted] or call [redacted]xt. 0. On 08/13/15 at 1235, I was told by the retail credit employee to call [redacted], the Assistant Credit Manager at [redacted]. I did twice and did not receive a call back on 08/13/15. Mr. [redacted] began ownership of Jacksonville, NC[redacted] Furniture store in June 2014 and had an agreement of credit with the corporate office; however, as a valued customer with an in-store credit balance I was NEVER notified by either party. Around 1100 on 08/14/15, I received a phone call and at 1112 on 08/14/15 an email from [redacted] stating, "The Jacksonville[redacted] will honor your in-store credit. Please come to the customer service desk when you arrive on Sat...". I have an email stating the store would honor my credit and the store is still witholding my credit. The facts are I paid[redacted] Furniture in Jacksonville, NC for the #[redacted] and never received my product! I agreed to travel down and pick up my loveseat and find out the staff canceled my order. Now,[redacted] is withholding my in-store credit.Desired SettlementI will not purchase $1600 or more to receive our credit amount of $977.38 from Ashley Furniture. My husband and I did the right thing by purchasing and paying off over $6,713.90 to the Ashley Furniture in Jacksonville, NC and we never received our initial loveseat sofa product. Ashley Furniture did not act in good faith or follow through with their end of the transaction in the amount of $1052.96. I want my $977.38 in-store credit honored without any additional stipulations, a check in the amount of the stated balance, or transferred to the Frederick, Maryland Ashley Furniture store for us to use. The bottom line is we paid Ashley Furniture $1052.96 for the #[redacted] ($804.98) with a 5 year GBS premium combo protection plan ($69.99), a delivery charge ($99.99, sales tax $78.00) that was never received which turned into an in-store credit. We were never notified that the in-store credit would be lost if not used within one calendar year nor did we sign such agreement.Business Response Thank you for the information and the opportunity to respond. We have settled this matter to Mrs. [redacted] satisfaction.Consumer Response To receive a response from Ashley Furniture in Jacksonville, NC I had to voice my story on numerous social media pages to receive any contact. After I submitted my Revdex.com complaint and shared on social media, Ashley Furniture decided to honor my in-store credit. I finally received merchandise from their showroom floor. [redacted]Final Consumer Response

Bought a Loveseat from [redacted] through a combination of the [redacted] and Jacksonville Outlet on Feb 22. It was promised around 15 March possibly with a for sure delivery date by about 21 March. On 23 March a delivery was scheduled. It was cancelled after I took off work for a vacation day to receive. I just moved here and have NO furniture. I complained and did receive a free delivery. Delivery was rescheduled on 1 April for 730 to 930 PM but the delivery truck never arrived. I'm getting the corporate run around. Even if they resolve which I believe they will I wanted to report this extremely poor customer service. This is worthy of a Revdex.com complaint for other potential purchasers in this area.Product_Or_Service: [redacted] Love seatDesired SettlementI just want what I paid for over 40 days ago.Business Response Thank you for the information and the opportunity to respond. Unfortunately when the delivery team inspected the Loveseat before loading on the day of the first delivery, they discovered an issue. Since Mr. [redacted] paid for a 1st quality item we didn't want to deliver anything of a sub par nature. The delivery team did run late on 4/1 and although disappointed, Mr. [redacted] did agree to a reschedule of his Loveseat which will be arranged today. We apologize for this and are not giving the corporate run around but trying to the best of our abilities to get this handled asap. We value every guest and strive for 100% customer satisfaction and in this case, have failed miserably. We will make this right as quickly as possible.Consumer Response I finally received the love seat late this afternoon. While I'm appreciative this is over and everything seems okay it should have never had to come to this. In a nutshell- Didn't hit target delivery date- Cancelled first delivery appointment- Only cancelled, didn't provide me the next attempted delivery date.- I had to pursue the next delivery date, not the other way around.- Second delivery was just a no show. No call, no reschedule, nothing. Again I had to pursue the 3rd delivery date. They DID give me a refund on the delivery as I requested so have to give them credit for that. In the end this was WAY too much trouble for a simple piece of furniture and delivery. I can't see myself ever purchasing from [redacted] again or recommending to anyone that they purchase from there. I do thank the Revdex.com for intervention and [redacted] for responding. I hope they realize how painful this was. On a personal note I moved here from Japan and this is literally the only piece of furniture in the home during my house hold goods shipment wait. I really NEEDED this at the initial promised delivery date. [redacted] is right. This was a failure. Final Consumer Response

Hello, I purchased furniture from [redacted] on Western Blvd. Jacksonville, NC in April 2014. I purchased two separate childrens furniture including two dressers with a mirror, tall dresser, and a twin sized trundle bed. I also purchased a $759.99 ( before tax) Extra Large TV stand/ Porter. As you can see, my husband and I spent a great deal of money at [redacted] store and was willing to do so because of the quality and reputation from the [redacted] products we purchased in Okinawa, Japan in a store called [redacted]. We received our items in horrid conditions, my daughters dresser was dirty and the etchings were so poorly engraved it seemed as if a toddler made it. My sons furniture felt flimsy and his tall dresser came broken, it could not even stand alone. Our TV stand also came extremely damaged. It will definitely not hold together when we have to PCS ( change our duty station). We were told we would hold the one given temporarily until our replacement arrived. We have had 6 failed attempts , each time the T.V. stand was brought to us in a worse condition. We were empathetic the first time, the second time we it was comical, and every time after that extremely upsetting. We have had to take time out of our schedules to wait to receive our PAID item. The delivery men know our address by heart and even our names. Last month we waited an entire month to hear back about our impending item only to find out that the distribution center had listed our account as DELIVERED!!! We did not receive a replacement and yet it was delivered? We accepted their apologies and awaited our next delivery only to have it come in the same condition ( if not worse) than our temporary stand. To make matters worse my sons dresser drawer split in the front, it is filled with nothing more than toddlers underwear, and yet it could not withstand him closing it ( he was not handling it in a rough manner). This area is known as a military town and [redacted] Furniture on Western is aware of that. Quality is important to military members and their families because we have to constantly move. We are consumers, paying a great deal of hard earned cash for our quality items. All of our items were paid with cash, the cash was immediately removed but now we are in the middle of August and I still have not received the item I paid for which is my forever ( not temporary) Extra Large TV Stand/ Porter ( item ID: [redacted]). We are still waiting, 4 months later! The previous manager in Greenville at the distribution center tried to bribe us ( in a rude tone of voice) with a gift card and mailed a $ 100.00 gift card that had to be used within 30 days, this bribe was very offensive. These were her unapologetic words well would a gift card make you feel better, NO a $ 100.00 gift card ( after spending over $1,800) will not make me feel better. What my husband and I want is good quality furniture and for someone to take accountability instead of all departments placing blame on other departments. I have not heard anyone take accountability for the horrible service [redacted] Furniture is providing to the military members in Jacksonville, NC. I have heard other military members complain about [redacted] Furniture and there is bad reviews on the web to prove it. I have asked for information such as corporate emails so that I may voice my concern only to be deterred away with well what is your name and number so my manager can call you, I agreed and one week later still NO CONTACT. Again, I call the furniture store on Western only to be told yet another excuse Ive told my manager and emailed [redacted] three times, wow no one has contacted you. Again, no accountability. I have not heard from the manager at the store I purchased my furniture from ( on Western Blvd). This wasnt a trip to the local [redacted], we spent a great deal of money and expect better quality and service. This whole ordeal has been extremely upsetting and caused my husband and I a great deal of stress.[redacted] Furniture is quick to make a sale and take our money but slow to give the product we paid for ( 4 months slow).Product_Or_Service: Extra Large TV Stand/PorterOrder_Number: [redacted]Account_Number: [redacted]Desired SettlementI would like better quality furniture ( the same quality as displayed in the showroom). I would like for someone to take accountability for the horrible service and quality of the furniture. I would also like to receive an undamaged Extra Large T.V. stand that I have been waiting 4 months for. I would like for the employees to stop taking advantage of military members and provide better service. Business Response Thank you for the information. As the new ownership group in Eastern, NC, we are committed to enduring the highest level of customer satisfaction possible. The new TV stand is in at the Distribution Center and our Certified Craftsman is inspecting it and could possibly add a few more brackets to the unit in order to enhance what is already there. The items delivered to the home were exactly what was represented on the [redacted] floor when the purchase was made. Our apologies for the multiple deliveries however, we will make it right with the next one.