Ashley Furniture Home Store a/k/a Sammy Furniture

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have called the phone numbers they have given me and they will not even return my calls so this matter can be resolvedI have tried to reach [redacted] of the Revdex.com and can not even get a return call from herThis furniture is rotting away and falling apart more and more everyday and no one will return my calls to get this taken care of so please tell me who to contract that I will get a response from and can complete this! Regards, [redacted]

April 10, 2014Dear [redacted] ,The customer will not be charged a 30% cancelation fee; the 30% is for restocking purposesRather, the customer will be paying 10% of the deposit he put down - not for the full amount owedWe apologize for the confusion.Best Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: FYIWe picked up our reclining sofa on Saturday, 4/4/NO THANKS to either the Revdex.com or the Company response!!! The long waiting period was due to the Long Shoremen strike, in it's travels from China to California to Maryland& IF someone had explained that in the 1st placeI wouldn't have had to huff & puff to get answers besides "we show that it is due in our warehouse on such & such date" without actually explaining WHY the date kept changing?!!!!! So, I reject this response because I no longer need an answer from anyone & that they should be aware of the fact that I already picked up the merchandise!!! Absolutely REDICULOUS!!! Please close my file as being completed, but still unsatisfied Regards, [redacted]

From: [redacted] *** [redacted] Date: Wed, Oct 1, at 9:AMSubject: Complaint # [redacted] Has been resolvedTo: "[email protected]" Hi, The problem has been resolved, they had issued me a check Thank you

Let the buyer beware! If you are looking for new furniture stay away from the Ashley Homestore in Glen Burnie MarylandThey have the worst customer service everWe ordered new bedroom furniture on August 6thWe were advised that it would be 2-weeks for deliveryWe received a call on August 29th advising us that our furniture was in; delivery was scheduled for September 9thThe night before the delivery, we were advised that the chest of drawers was damaged and they would have to order anotherWhen asked when we would receive the chest of drawers, we were advised that it would be hours before they would know when delivery could be scheduledWhen the delivery was made on September 9th the dresser and one of the night stands were damagedThe delivery person called to their dispatch to let them know there was damaged itemsThe dispatch person tried to get me to accept damaged furniture and they would send out a repairpersonI told her no that was not acceptable, why would I pay for repaired furnitureWhen I asked when we could expect to receive the replacement furniture I told it would take 2-weeks to receive the replacementI left a message with the store to call us regard the unacceptable time frame for deliveryI received a call back from Eloise,I was not aware at that she was from “corporate office”, who said she would get the replacement pieces transferred to the warehouseShe advised that the warehouse was conducting an inventory September 12-that they would not be able to ship during that time frameI was very clear in my expectation that since they had the replacement furniture in stock that delivery should be made on September 16thI was advised they would call on September 12th regarding the deliveryWell September 12th came and went with no call from AshleyI called Eloise on September 13th and spoke to a different personI did not catch her name but it sounded like IrmaI explained the situation to her and was told I was just going to have to waitI expressed that we need to start talking about some discounts since I took a day off from work only to receive 25% of the furniture we orderedShe advised that any discounts would have to come from the store manager and really they don’t have to give us anythingShe added that if I turned my paperwork over I would see that they weeks to make the delivery, there is nothing on the paperwork to indicate they have weeks to make deliveryWell after that, I searched the web for the telephone number of the Ashley Furniture Corporate OfficeI was shocked to learn that this was a licensee store and there was nothing they could doUpon further investigation I discovered that the licensee had an F rating with the Revdex.comI called the store the following day only to be told we would probably be looking at the week of September 23rd for deliverySince I was not getting any satisfaction over the telephone, I decided to go into the store to speak to the managerOf course the manager was not thereI was advised by a woman who identified herself as the finance manager that she would have the manager callTwo weeks later, no call from the managerWe received delivery on September 23rdThe top drawer to the chest of drawers was damagedThe delivery dispatch convinced my husband to agree to accept it and they would order a replacement drawerWhen I came home to inspect the furniture I discovered a crack in dresserI called the store to advise them of the damageI was asked to send them a picture, which I didI called the store on September 28th to find out when we can expect to receive the replacement drawer and what they planned to do about the damaged dresserI was advised that it takes 5-days for the repair service to contact usI expressed my extreme displeasure in the total processI explained that this was not good customer serviceI asked to speak to the store managerI was told the manager was conducting an interview but they would have her callSix hours later, still no call from that managerThat must be some interview processI called the store again only to be told the manager was busy with the Mid-Night Madness SaleThe manager finally called the following dayI expressed my displeasure with the poor customer serviceThe long and short of it she agreed that it was not acceptable but there was nothing she could do about itShe said since we accepted delivery there was nothing she could do aboutWe have to go through the repair processShe said she would have to see what she can do to expedite the process and she would call on Monday October 3rd.Let the buyer beware! If you are looking for new furniture stay away from the Ashley Homestore in Glen Burnie MarylandThey have the worst customer service everWe ordered new bedroom furniture on August 6thWe were advised that it would be 2-weeks for deliveryWe received a call on August 29th advising us that our furniture was in; delivery was scheduled for September 9thThe night before the delivery, we were advised that the chest of drawers was damaged and they would have to order anotherWhen asked when we would receive the chest of drawers, we were advised that it would be hours before they would know when delivery could be scheduledWhen the delivery was made on September 9th the dresser and one of the night stands were damagedThe delivery person called to their dispatch to let them know there was damaged itemsThe dispatch person tried to get me to accept damaged furniture and they would send out a repairpersonI told her no that was not acceptable, why would I pay for repaired furnitureWhen I asked when we could expect to receive the replacement furniture I told it would take 2-weeks to receive the replacementI left a message with the store to call us regard the unacceptable time frame for deliveryI received a call back from Eloise,I was not aware at that she was from “corporate office”, who said she would get the replacement pieces transferred to the warehouseShe advised that the warehouse was conducting an inventory September 12-that they would not be able to ship during that time frameI was very clear in my expectation that since they had the replacement furniture in stock that delivery should be made on September 16thI was advised they would call on September 12th regarding the deliveryWell September 12th came and went with no call from AshleyI called Eloise on September 13th and spoke to a different personI did not catch her name but it sounded like IrmaI explained the situation to her and was told I was just going to have to waitI expressed that we need to start talking about some discounts since I took a day off from work only to receive 25% of the furniture we orderedShe advised that any discounts would have to come from the store manager and really they don’t have to give us anythingShe added that if I turned my paperwork over I would see that they weeks to make the delivery, there is nothing on the paperwork to indicate they have weeks to make deliveryWell after that, I searched the web for the telephone number of the Ashley Furniture Corporate OfficeI was shocked to learn that this was a licensee store and there was nothing they could doUpon further investigation I discovered that the licensee had an F rating with the Revdex.comI called the store the following day only to be told we would probably be looking at the week of September 23rd for deliverySince I was not getting any satisfaction over the telephone, I decided to go into the store to speak to the managerOf course the manager was not thereI was advised by a woman who identified herself as the finance manager that she would have the manager callTwo weeks later, no call from the managerWe received delivery on September 23rdThe top drawer to the chest of drawers was damagedThe delivery dispatch convinced my husband to agree to accept it and they would order a replacement drawerWhen I came home to inspect the furniture I discovered a crack in dresserI called the store to advise them of the damageI was asked to send them a picture, which I didI called the store on September 28th to find out when we can expect to receive the replacement drawer and what they planned to do about the damaged dresserI was advised that it takes 5-days for the repair service to contact usI expressed my extreme displeasure in the total processI explained that this was not good customer serviceI asked to speak to the store managerI was told the manager was conducting an interview but they would have her callSix hours later, still no call from that managerThat must be some interview processI called the store again only to be told the manager was busy with the Mid-Night Madness SaleThe manager finally called the following dayI expressed my displeasure with the poor customer serviceThe long and short of it she agreed that it was not acceptable but there was nothing she could do about itShe said since we accepted delivery there was nothing she could do aboutWe have to go through the repair processShe said she would have to see what she can do to expedite the process and she would call on Monday October 3rd

Nonetheless, the fees apply for cancelation The items were a "no fit" and we have specific policies regarding items that do not fit

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I am not satisfied with the delivery of the furniture as it did not include the advertised ottomanI still had to purchase it despite originally being told it was included As a lawyer, I am of the opinion that this transaction was a violation of VA Code Section 59.1-200(A)(8) (2004), which makes it unlawful to "[advertise] goods or services with intent not to sell them as advertised, or with intent not to sell at the price or upon the terms advertised." Though it may fall under the category of an unintentional violation per Section 59.1-207, the statute does allow for the buyer to be made whole (restitution) In my reasonable opinion, making me whole includes a reimbursement of the ottoman purchase price Thank you Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] I have sent a letter to the business addressed to the General ManagerI have not heard from them yetI have also emailed the letter to the Revdex.com Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

We apologize for the confusionWe did not send the customers any messagesThe message the customer recieved was from their credit/financing companyWe had nothing to do with the credit company

After the customer contacted us, we called the customer and left him messages to call us regarding scheduling a service technician to service the merchandise Customer never called us back Customer is now months out of warranty

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Although willing to go into a store to get the items refunded as submitted and again noted within the paper work turned into the store, I would like to address this with a salesperson or manager at another store location The service and way this matter has been handled since delivery has been other than professional and I truly don't understand why I would need or do I want to subject myself to further dialogue and direct contact with anyone at this specific store location With the invoices that the store keeps and listing of furniture as submitted to them and within my own copy, it should be a matter of just removing the items necessary and processing the charges accordingly However, based on what I have been stating over time, it did not fit and though made to purchase other items within what was a set, I want the charges removed and if totally necessary would go to another store location to have this matter resolved so that I am not charged I personally know that I have other means at my disposal to address this issue further and the company but would simply like to close this with removal of charges with furniture that was not received with no further purchases whatsoever from this company Regards, [redacted]

If the customer wants to cancel the order then they should do so through RAC

Customer was not given the "bait-and-switch" tactic A tactic like that would entail that the sales person told the customer to put the money down without the intent of honoring the cancelation policy This is not the case We never told the customer that they can no longer cancel after seven days That option remained available to the customer Therefore, no "bait-and-switch." If the customer failed to come to the store, then we cannot be responsble for that

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I am not expecting the mattress to depress that early Got the bed feb 3-months after, issues like this occur Its a high end and expensive mattress I am very dissapointed with my purchased Have to deal with all of this But anyway, I learned my lesson in purchasing a merchandise Not all you pay is what you get! Regards, [redacted]

We're unsure about what the issue here isWe've sent technicians to fix the issues the customer mentioned regarding the leatherThe techs fixed everything back to manufacturing specifications

I have never written an online review in my life but this place has been so mind-boggling terrible that I had to share my storyI would give zero stars if it was possible but since it's not, I guess I will go with just one starThe incompetence, lack of customer service and lack of professionalism with this store is staggeringSince the moment I left the store (it was toward the end of August 2016) it's been nothing but disappointment after disappointmentIt's like this store knows it sucks but no one there cares to do anything about itI should have known that this place was going to be awful because when I walked in, I walked right past salespeople and not one of them offered to help meA few of them didn't even acknowledge meIt was the middle of the day and hardly anyone else was in there and these people were not with other customers at the time so a simple "hello" wouldn't have killed themAlso, I went in there on my lunch break from work and was dressed professionally in a suit, so it's not like they could have "profiled me" and dismissed me on the spotNot saying that's right, I just know that can happenWhen a salesman did finally approach me he was friendly and fairly helpful, and to his credit he did not pressure me at allI ended up purchasing a sectional (date reminder: August 20-something, 2016)The salesman told me that it usually takes 2-weeks for delivery but to expect my items in no more than weeksSo after two weeks I called back and learned that my items were now not going to be there until the end of SeptNo big dealthat's six weeks, right? So then after no follow up from Ashley for another weeks, I call back and they told me my items were not going to be there until the middle of OctAnd I got pissed! After a back-and-forth with a manager (wellshe claims she was a manager but it turns out she is not actually the manager) my items were magically going to appear at the warehouse on Sept29thI talked to another person who claimed to be a manager (turns out he is not a manager either) and he told me it would take 3-days for delivery and my item would be in my house by the end of this weekIt turns out he was also wrong and now they claim my items cannot be delivered until the middle of next week at the earliestNow, I understand delays happen but what I cannot accept is the lack of customer service or broken promisesAt no time was Ashley Furniture the one who reached out to meI was the one constantly making the phone callsI don't think that I would be nearly as upset if they were calling me and updating me throughout the processTo have zero follow up is completely unacceptable and utterly bafflingAnd the broken promises are equally upsettingI was expecting my furniture to be in my place in around weeksIt's going to take at the very leastI was told that when it got to the warehouse it would take 3-days for deliveryIt's going to take at least It's not hard to do the math and see that both estimates doubledHow does this happen? Againit's like this store know it is terrible but no one does anything to make it betterThey do not deserve the 1-star rating that it currently hasThey deserve so much worseIf I were Ashley Furniture's corporate headquarters I would fire everyone in this store and just start overIt can't get any worse and you hope it would get betterbut after reading the other reviews it sounds like it is going to be same old non-caring, under-delivering, infuriating staff for years to comeMy advice: Read the other reviews on this website and then go anywhere but hereI'm not going to say don't go to another Ashley Furniture store all together, I'm just saying don't go to this oneIt's truly awfulIf you want new furniture, constant headaches and disappointment this is the place for youIf you want to be treated like a customer that someone cares about go anywhere but here

From: *** ***< [redacted] .com>Date: Wed, Oct 22, at 6:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: " [redacted] " < [redacted] > To whom it may concern, Nothing has yet to be done and I need additional actionPlease let me know what I need to do to file yet another complaint against Ashley furniture and their customer service *** Sent from my iPhone

I have made an error in the description of the merchandiseIndeed, it is exactly as the customer describes itBe that as it may, the manager and the staff still assert that the customer paid for exactly what they gotFurther, the store maintains that it was explained that this set was not 100% leatherTo rectify the situation, we offer the following: The customer can return the merchandise for a refundSince the customer was already explained that this was not 100% leather (and therefore this is not a store error) then the customer is going to have to pay restocking fees The customer can reselect something else and the difference will be applied Otherwise, we're out of optionsThe customer can reject our claim, contradict us, and say we're lying (which begs the question - why would a store purposefully lie to a customer when a pure leather set is more expensive? There's absolutely no incentive or gain to be had from this supposed lie)We've offered the customer fair terms, even though we have a no cancelation policy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They have written in the message to directly email them at [redacted] @regencyfurniture.biz How do you want me to proceed? Regards, [redacted]

A replacement drawer was ordered on March The drawer should arrive directly to the customer's home