Ashley Furniture HomeStore - Medford OR Reviews (%countItem)
Ashley Furniture HomeStore - Medford OR Rating
Address: 3643 Crater Lake Hwy, Medford, Oregon, United States, 97504-9259
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+1 (541) 858-5510 |
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www.ashleyfurniturehomestore.com
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We relocated OR at the end of April 2019. We lost our home in the Camp Fire in No CA 11/8/18. Gypsies for some months while waiting for the claim to fund. I say this to explain that I am not normally able to purchase large amounts of furniture. I am trying to rebuild our lives. We lost everything. We purchased a home and I started looking for furniture on my own, my husband is a disabled vet leaving the house for only appointments. I purchased $7733.55 worth of furniture from them 4/27 while we stayed in a hotel. They were unable to delivery everything at once, I had to purchase a mattress and boxsprings to sleep on and a second had chair for my husband while we waited for the furniture to be delivered. The furniture came in 2 or 3 separate deliveries. The bedroom was last, arriving many weeks later. The chest had a stuck drawer, night stand finish is bubbled up all over. I realized some months after delivery the furniture is not wood, I asked specifically for solid wood only. I contacted them to complain. I was told it is too late, it is wood, it’s just composite. Which isn’t the same thing. I made it very clear to , Jordan the salesman I only wanted solid wood. The product was misrepresented to me. I have been told it is too late to rectify. Now I am no longer getting return calls even regarding the night stand problem. I spent $1848.58 on the bedroom.
To Whom It May Concern,
I was the sales person at the time and did not say that set was solid wood. I may have said that it is one of our best quality sets but, would not have made that claim. I'm sorry if there was a misunderstanding. There are a few bedroom sets on the floor that are made out of solid pine but, you didn't end up selecting one of those. I would like to set up a service for the nightstand if the finish is bubbled up all over. We will most likely replace the nightstand with a new one. I have not received any complaints over quality on that set and it is currently one of the highest rated products on ashleyfurniture.com with a 4.9/5 star review. We have been in contact with you from November through January and finished the service on the five drawer chest. The policy that you signed is all sales are final. If you would like to set up service on that nightstand please call and I will be happy to set that up for you.
Jordan
Manager Ashley HomeStore
Medford Or 541-858-5501
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not satisfactory to me, but it appears they are not going to step up and do the right thing. I told him what I was looking for and depended on him to be honest with what he was selling me. Lesson learned. I would like the nightstand replaced. Photos have already been sent into Ashley Furniture Customer Service via email to Stacey some time ago. I was under the belief that the replacement was already in process. They can contact me to make arrangement for delivery of the replacement and removal of the defective one.
Sincerely
On May 16,2019 my wife and 2 children shopped at Ashley Furniture for an adjustable bed. We were told that there was a 30 trial. The salesman name was Caesar (3643 crater Lake, Medford Oregon store ). Hearing this we selected the top of the line Tempurpedic mattress and based units.
I had an operation and found that I cannot sleep comfortably in the bed and tried to return it before the 30 days. They said we could not return it even though the salesman said it had a 30 day trial (no documentation was given to us at the time of purchase).
They gave us an additional 2 weeks to try to break it in and I still cannot sleep in it. We called and talked to Caesar about returning it and he said he needed to talked to his manager and would call us back , he never called back.
Hi,
Thank you for contacting us with a service opportunity.
We are happy to help.
*** did purchase a mattress and power base and received it 5-13-19.
His paperwork he signed states all sales are final.
However with mattress’ we want to make sure our customers have the right mattress for them to get the quality of sleep everyone deserves.
For this reason we offer a Mattress 30-Day Trial Program.
What that entails is the customer is able to swap a mattress for another of equal or greater value within 30 days and would only have to pay a $99.99 fee for the delivery and swap out of the Mattress or Mattress’.
The bed base is not part of the Mattress 30-Day Trial Program because it can be set however the customer would like and does not effect the comfort of the mattress itself.
Even though we are now more than 8 weeks past the delivery date on this mattress’ we would be happy to let him select a different mattress that would be more comfortable for this customer.
Thanks,
Jordan
Sales Manager
Ashley HomeStore
(541) 858-5501
3643 Crater Lake Hwy
Medford, OR 97504
Complaint: ***
I am rejecting this response because:
We visited the Ashley HomeStore within the 30 day TRIAL. We told them we wanted to return the mattress and frame based on what the salesman told us - IT WAS A 30 DAY TRIAL. This is all the
salesperson told us. We were not informed that " we were able to swap a mattress for another of equal or greater value within 30 days and would only have to pay a $99.99 fee for the delivery and swap out of the Mattress or Mattress’."
The salesperson is a representative of Ashley HomeStore and neglected to inform us what the 30 day trial entailed. No other paper work was given to us to explain what the TRIAL entailed.
Ashley HomeStore keeps ignoring the fact that the salesperson did not inform us what the 30 day trial entailed. We would have made a different decision if we were told about their policy.
Thank you
***
Sincerely
Let me begin by advising you the store name has changed to Ashley Homestore and the business has moved from the address you have on file. It is now located at 3643 Crater Lake Hwy, Medford, OR 97504; phone number 541-858-5501.
Also, this complaint is more than just a delivery issue.
My complaint concerns mis-representation of several parts of the mattress purchase 03/07 (copy attached).
First, I indicated by phone the day after the purchase I was not sure the product would be satisfactory. I was advised no refunds were allowed but a different selection could be arranged. The "Happiness Guarantee" states, quote: "Notify us within three (3) days of your delivery or pickup if you are not satisfied with your purchase of showroom merchandise and you may return your furniture purchase" (copy attached). My complaint was expressed within 24 hours of the purchase BEFORE A DELIVERY HAD EVEN BEEN SCHEDULED!
Second, I complained about what I was told was a flat rate $99 delivery fee. When I inquired about a possible free or reduced cost delivery I was informed "there are no free deliveries and it doesn't matter if the delivery is one item or a whole household". On the back of the sales slip titled "A word to our customers" under "Delivery Service" it states, quote: "The fee for delivery is based on mileage from the Distribution Center" (copy attached). I have also attached a picture of the "Memorial Weekend Sale" local TV station ad by the business that clearly shows "FREE DELIVERY".
Third, I complained by email the first mattress I received was not the final one I looked at and decided on. I was informed in no uncertain terms I was mistaken (email attached). The discussion moved to re-selection of a different mattress and would I please "contact the manager" as it appears the salesperson was no longer interested in me.
I re-visited the store and with the manager's help made another selection. Again I complained but was charged a 2nd delivery fee.
I am still not satisfied!
Concerning Complaint #***
In his statement he says:
“Notify us within three days of your delivery or pickup if you are not satisfied with your purchase of showroom merchandise and you may return your furniture purchase” this is a statement made by Ashley Industries for their on-line site, not by our locally owned Ashley Homestore in Medford, Or.
“There are no free deliveries and it doesn’t matter if the delivery is one item or a whole household” This is a true statement. As far as a possible “Free” delivery during a promotion that happen over 1 ½ months later during a holiday event…having been in “retail business management” one knows that different promotions happen all the time for different holidays but that being said, what the customer saw on the local TV channel was Ashley Industries for their on-line site, not by our locally owned Ashley Homestore in Medford, Or. Also, there disclaimers on the end tags that state we are independently owned and offers vary.
“The fee for delivery is based on mileage from the Distribution Center” this also is a true statement IF you are purchasing from the Ashley Industries on-line site, not our locally owned Ashley Homestore in Medford, Or. The local store charges a flat (which customer paid) and then and additional mileage fee IF they live over 25 miles from the distribution center. Fees on-line are calculated differently.
“Not the one I looked at and decided on” this I cannot respond to as I was not present during the sales process.
As we have been in business with Ashley since 2004 I know that ‘black and white’ is not always ‘black and white’, there are always and will always be, disclaimers/small print/special promotions ect. Therefore, I would like to offer the refund of $198 (which is the 2 delivery fees combined).
Please call our accounting office at *** ext *** to get this completed.
Julie G
C.O.O.
General Manager
Ashley Homestore
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I would suggest that since this store indicates it is an independent operation and the information discussed does not necessarily apply to this location. this business NEEDS TO DO A MUCH BETTER JOB of making the information available to each customer at the time of purchase. Signage would seem to be an appropriate option. Thank you.
Sincerely
I purchased a sofa and recliner chair (the most expensive leather they sell) less than a year ago from Ashley Furniture. I called them on 06/19/2018 to inform them that the cushioning has gone completely flat on the end of the couch I sit on so they sent someone out on 06/27/2018 to look at it and he said he would order a new cushion and replace it but he said if that happened that fast it was going to happen again and again and I should talk to Ashleys about replacing it. Well it has been 2 months they still have not fixed my couch and I have called about having it replaced 4 different times every time being that someone would call me back and nobody does, I was told the regional Ashley Rep was going to look into it and call me but he never did the last time she told me the BIG BOSS was going to call me and he never did. I paid $2,749.00 for one couch and one recliner supposedly the best furniture they sell and this is what I get. Im so frustrated I don't know what to do.
This is in response to the letter we received Re: *** case # ***. We have been in contact with Mrs. and are
in the process of resolving the situation at hand. A part order was
placed on 8/16/18, and an additional part order was placed 9/12 and the
furniture will be brought in for service once the parts have arrive to the
warehouse in ***. The C.O.O of Ashley Homestore Medford has also been
in contact with Mrs.. We would like to apologize for our lack of
communication as this is not our typical response to customer service issues.
Thank you for bringing this to our attention.
Thank you,
Julie G C.O.O
Ashley Homestore
Medford OR
541-858-5500
Complaint: ***
I am rejecting this response because: I was told parts were ordered on 06/28/2018 and I have still not seen them. I was told yesterday they have been on back order now I see where they are saying they ordered the part in august. I am not sure what to believe at this point I only want the truth. I have been told by the C.O.O of Ashleys they have ordered all new cushions with NEW AND IMPROVED CUSHION MATERIAL for all my seats with on 09/12/2018 so we will see how long this takes. I am hoping they can fix my furniture but I am hesitant to believe at this point.
Sincerely
This is in response to the letter we received Re: *** case #***. In talking with Ms. on 9/12/18 I did inform her that the parts had indeed been ordered and at this time we were still waiting to receive them. I also talked with *** letting her know that I wanted to replace ALL the cushion areas (not just the one that was the original complaint, which had indeed been ordered previously) we agreed that we would wait and bring the product in once ALL the parts had been received. As of today, Sept 26th at 11:18am we are still waiting on the rest of the parts to arrive. I have continued to check on this part order to see when they have shipped. Parts some times take longer to receive than the original product. I do apologize for this but that is out of my control. Please know I am ‘keeping and eye” on this as I promised I would.Thank YouJulie GC.O.O.General ManagerBeds for Less, Inc.Ashley [email protected]
We went into the store on Saturday, May 26, to purchase two pieces of furniture. We had seen, and were reminded by the very nice salesperson, that everything in the store, except a particular brand of mattress, was on sale, for between 30% off and 50% off because the store is soon moving to the old Costco building.
We explained what we wanted and Mike quickly found it for us. There was no price of any type posted, and Mike went into the executive office to ask the Manager, for the price. The price seemed high. We did not take the furniture or agree to delivery. We left a deposit and figured that we would validate the price when we got home to a computer.
At home, we used the Medford Oregon Ashley Store website from the business card stapled to our paperwork and the SKU, 1870213, of the item to locate the base price. We had NOT been given any discount, and actually had been charged MORE than the price posted on the Medford Oregon Ashley Store website.
We telephoned the store today, May 27, to cancel. The manager, stated that the listed price is an Ashley corporate price, and that his store charges 200% of the website price, $2,856.00. With repeated requests to cancel the deal, the manager stated that he lacked the authority to cancel. He did not care that the furniture remains in his store, that we called in less than 24 hours, and that we have received no value. He refuses to return our deposit of $380.00
The store manager explained that in retail, it is common practice to mark up a product 200% and then mark it down 40% and refer to that as a blowout sale.
The manager declined to provide his full name.
To whom it may concern
I am the Store Manager for Ashley HomeStore in Medford Oregon This letter is with regards to the complaint that this individual made on behalf of her husband She contacted the store Sunday afternoon upset that the Corporate Online Site price was less than the one in the store The online Memorial weekend special price was $699 per recliner and the Memorial Weekend sale price in the store was $714.
I informed the customer that I would be more than happy to honor the price of the website. I also made sure she knew that we were locally owned and did not have any control over the content of the website nor its pricing.
Sometimes we beat the online price and sometimes they beat us. And then again stated that we would be more than happy to honor the price of the Website.
She stated that she felt that we were taking advantage of her as the price was different. I told her that I would be more than happy to take care of her however with it being Sunday I would need to contact her back first thing in the morning to discuss as I needed an opportunity to look into the matter.
Monday morning at the appointed time I contacted the customer and informed her that I would be more than happy to process the return.
(Time Line - Customer Purchased on the 26th - Called Store in the Afternoon of the 27th - Refund Provided to customer the morning of the 28th at the appointed time)
Thank you
Store Manager
Ashley HomeStore
Ron T
Complaint: ***
I am rejecting this response because:
The manager, who would not provide his full name and refused to correspond by traceable E-mail, does not acknowledge the following:
- The business card attached to our paperwork, for his business, located at ***, uses the URL *** . The $699 base price is listed on his reference URL. The Revdex.com may wish to check this. His Sales Associate stated 30% to 50% off the base price.
- The manager here claims autonomy, yet when we requested cancellation and refund, he stated that he required corporate approval to refund.
- The manager threatened that ALL SALES ARE FINAL, NO REFUNDS, and NO EXCHANGES. This was apparently an attempt to intimidate us into accepting what appears to be a deceptive business practice. Reading reviews by other customers confirm this practice.
- The billing was processed the day were in the store and remains active today. The promised refund has NOT been issued.
Sincerely
To whom it may concernBelow are my response to
the rejection letterCustomer said that they
were upset that I wouldn't correspond by email:What I said during the
phone conversation is that I would be more than happy to correspond by email
However as we were going to process the credit card return, I would prefer not
to have credit card information Submitted that way - the customer agreed and
provided the credit card information via the phoneThe URL on the business
cards saying AshleyHomesStore.com:This is true that URL is
located on the business cards however like I instructed the customer We are
locally owned and operated. As a result of being locally owned we do not have
any control Over the content of the Corporate Ashley Website To which that incudes
the items listed on the site nor the discounted prices. The Ashley Website has a
few references in the FAQ section includingQ: Why do online prices
and promotions differ from those at my local Ashley HomeStore?A: Prices, styles,
promotions and availability may vary by store and online.Also on the site it where
the customer was reviewing the informant for the1870213 Which is the
recliner they purchased it describes a HomeStore Special as: This stylish find is at
our absolute lowest price. Every HomeStore Special is excluded from further
discounts.Learn about 12 month
special financingWhat these two segments
found on the corporate website show is that the prices vary from stores and
online. It also shows us that the
HomeStore special is listed at the lowest discounted price of $699The next issue listed in
the rejection letter was that the manager claimsautonomy:What I had instructed the
customer on the phone call Sunday Afternoon was that I would have to look into
the matter and contact her back Monday Morning shortly after we open. The next statement was
that they were threatened that all sales were final, no refunds and no
exchanges:The customer was informed
during the conversation on Sunday afternoon that her husband did in fact sign the
paperwork receipt which listed All sales Final, No Refunds and No exchanges.
However I would look into the matter and contact her the next morning with her
options. This was not directed as a threat, it was merely a response to one of
her questions. And the final comment was
that the promise of a refund has not been issued:A copy of the receipt
which shows that the refund was processed Monday Morning is available upon
request.Also during the
conversation with the customer on Monday I instructed her that I would process
the refund that morning however the banks usually take a few days before she
would receive it into her account. Thank you for your timeRonManager Ashley HomeStoreMedford Oregon
Complaint: ***
I am rejecting this response because:Please see the attached Adobe Acrobat PDF file with in-line responses to the false assertions made by the Ashley store manager.
Sincerely