Ashley Furniture Homestore

We purchased a bed set/mattress in early January based on a contract that we assumed contained the right descriptions. When we received delivery of the furniture, we immediately informed the delivery personnel that it was not what we agreed on (wrong bed). They took pictures and the next day we called the service. A day after, we went to the store and met the sale person, to found out that there was nothing to be done and that we had to live with what we ordered. WOW
Sorry, but this is unacceptable from a big store.

This is the worst furniture store I've ever dealt with and the customer service department is incompetentI was a long time fan of this company and even recommended a couple of people to their store in Raleigh,NCMy parents purchased a bedroom set over two months ago (11/6/2016)and are still unable to sleep in the bedI have spoken to customer service who keeps pushing the responsibility on to other departmentsI have posted on their Facebook page my experience and even was contacted on 1/23/on Facebook but that did not resolve anythingAs of 1/27/2017, the bed is still not put togetherNow our only resource is to contact an attorneyUnacceptable way to treat customers

Thank you for the update from Mrand Mrs [redacted] Our Upper Management has been trying to reach Mr [redacted] to discuss the situation without success Unfortunately we are unable to proceed until we make contact We have spoken to Mrs [redacted] who refers us to her husband We invite Mr [redacted] to contact us back so we can discuss the situation Regards, Ashley Furniture Industries, IncCorporate Office AB

I apologize there has been a delay on the pillows Customer service will get them to you as they become available to us The financing promotion you participated in had minimum requirements Normally size of purchase, protection, delivery, down payment amount, and brand can all contribute to the minimum requirements for for certain financing terms The purchase you made had these requirements that you supported in the showroom and signed an All Sales are Final invoice supporting the process to make the purchase from the manufacturer on your behalf In order to support a cancellation of a minimum requirement you may have to change finance plans Customer Service will reach out to you to explain options available to you

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon receiving [redacted] ’s complaint, we have reached out to managementManagement has reached out to [redacted] and advised that we will be doing an even exchange of the items in questionThe replacement is currently scheduled for September 11th Regards, Ashley Furniture Industries, IncCorporate Office KC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Then why did the tech tell us to call to make another appointment and saying he had another job to get to so he did not have the time to do anymore!!! Then we call more than once to corporate being promised someone from that wood protection deptwould call us back but never did!!! We have not only been lied to bit screwed by the way we have been treated, ignored, and others need to know how this all went down!!! To Revdex.com, what other agencies can we alert the public about what all happened, being lied to in many ways several times, lack of communication from Ashley furniture, etc.!!! Now telling us through the Revdex.com that now we have no warranty, never communicating back to us in anyway until we had to file a complaint then we find out this crap!!! Consumers beware!!! Ashley Furniture has to know very well this is not right and we need to take some other action, you do not treat your customers like this but they obviously can't see that!!! Regards, [redacted] J [redacted]

Complaint: [redacted] I am rejecting this response because: We already dealt with the issues with the business delivering the wrong products to our houseOur credit and account that they charged us with is incorrect and we want our billing adjusted and credited back to our account like they promised us back in January Regards, [redacted] ***

Dear Revdex.com,We have since delivered our customers item and sent her a gift card I have spoken with our customer to confirm everything is resolved.If she needs anything further, she has my contact information and is more than welcome to reach me.Thank you for bringing this to our attention.Sincerely, [redacted] ***Office of the President

Date: 3/17/ Revdex.com Complaint Department Complaint ID: [redacted] At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of serviceWe do regret to hear of your dissatisfaction Upon review of this complaint we see that this complaint was sent to the Revdex.com on 3/30/Ashley Furniture did not receive this complaint until 3/12/On 1/20/the customer received a full refund of their furniture setThe customer no longer has any of the furniture Please feel free to contact me with any questions or concerns (Reference Stoneledge SR#397555) Regards, Ashley Furniture Industries, Inc / [redacted] Style Definitions */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I received the below message from the Wisconsin Revdex.com regarding Complaint # [redacted] This matter is unresolved and I deeply apologize for not following up during these busy holidays.My mother [redacted] and I have both been in ongoing conversations with Ashley's representatives and it seems we never hear from the same one twice; Katie on 12/5, Julie on 12/14, "supervisor" John on 12/18, and an unnamed salesperson on 12/When we do talk to Ashley representatives, we hear different storiesOne tells us we need to send the furniture back to receive store credit, while another tells us we don'tWe'd rather speak with a supervisor/manager with some authorityThe last person they gave us was a regular salesperson who refused to put us in touch with the supervisor at all, and told us we had no case because we didn't record anything!What's true is that Ashley representatives misrepresented the "leather" in their furniture as being real and durable, and never gave us documentation explaining the terms of their "Extended Leather Warranty." The "leather" is falling apart and none of the solutions Ashley has attempted thus far are satisfactoryThey've been insisting on store credit, yet with the way they have been treating us, the last thing I'd want to do is purchase more furniture at their stores Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, Inc We appreciate that you have notified us regarding [redacted] ***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review of Mr***’s claim, we have reached out to upper management at our retail store locationThe Sales Manager advised that he worked with Mr [redacted] on the purchase of a new chairThe chair was retailed for $200.00, and Mr [redacted] asked to have a price match doneNormally Ashley Furniture does not do price matching, but as a courtesy the management at the store authorized to have this doneFor the loveseat that has been repaired multiple times, Ashley Furniture would like to offer Mr [redacted] a onetime courtesy exchange of the loveseatWe invite Mr [redacted] to contact our Customer Care Department at ###-###-#### for any questions Regards, Ashley Furniture Industries, IncCorporate Office SK

Thank you for the update on Mr***’s complaint We are unable to provide the service Mr [redacted] is asking for as the terms and conditions of the protection plan were not followed when filing the claim We are adhering to the terms and conditions of the protection plan that he purchased It clearly states that the damages need to be called in within days of them happening, they were not The terms also state that “any accumulation of stains or damage (wear and tear), including stains, damage, or soil build up that occurs from repeated use rather than from a specific accident or incident” are not covered under the protection plan We also will not be refunding the protection plan fee amount as Mr [redacted] does not qualify for the refund For Mr [redacted] to qualify for a refund of the protection plan fees the store he purchased from would need to be closed or we would need the furniture to be deemed that it cannot be serviced by an authorized technician within reasonable and customary service guidelines Ashley Furniture Industries, Incis following the terms and conditions of the protection plan that Mr [redacted] purchasedRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, Inc We appreciate that you have notified us regarding [redacted] situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review of Ms [redacted] claim, we have reached out to our management with our delivery teamThey have advised that this is being addressed with our delivery team’s managementWe have been advised that Ms [redacted] will be contacted to discuss a resolution for this claim Regards, Ashley Furniture Industries, IncCorporate Office SK

Thank you for the update from Ms [redacted] We apologize for any and all inconveniences this situation may have caused herThe refund has been processed and should be returned to her credit card within the next few days Due to the holiday weekend, it may take a bit longer to fully refund We invite the customer to contact the retail location early next week if she does not see the credit.Regards, Ashley Furniture Industries, Inc.Corporate Office **

Dear Revdex.com, I have emailed Sealy and Ms [redacted] the photos needed from the mattress inspection Thank you for bringing this matter to our attention Sincerely, Kris D [redacted]

Good Afternoon,We here at Ashley Furniture would like to thank you for bringing this consumers concerns to our attentionI do apologize, however, the afore mentioned store is not affiliated with our companyWe are a privately owned and operated business and have no relation to the original store of purchase mentioned by the consumerThe complaint would need to be redirected to the appropriate company to address the consumers merchandise concernsPlease feel free to reach out to me should you have any further questions in regards to this consumer or if further direction is required.Best Regards,Deannie F*?

Unfortunately, the consumers items are taking a little longer that we anticipated They are showing to arrive at the end of this month and we will get them delivered just as soon as they arrive We do not do refunds, but she is welcome to reselect some items that may ship a little quicker

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding {customer name} situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner I am requesting additional information for this customer According to the address and phone # I found this customer name as Jan N [redacted] at [redacted] Ave, Victorville, CA Phone #’s [redacted] Please verify that Julie G [redacted] L [redacted] is the same customer According to the notes Jan was assisted on 12/21/with exchanges for Item Seat Reclining Sofa and Item T133-Occasional Table Set through her Guardsman Protection Claim We are also showing that a tech has been scheduled to repair the occasional table set because it is wobbly Looks like it has been scheduled for today 2/7/ Please advise if we do in fact have the correct customer It looks like the customer has received exchanges for the two items What else is she asking from us? Regards, Ashley Furniture Industries, IncCorporate Office SC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Mary W [redacted] ’ situationWe take these m [redacted] seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon receiving MsW [redacted] ’ complaint, we have reached out to upper management at the retail location she purchased from As of today 12/5/we do not have any open sale in our system for MsW [redacted] Per her sales history the sale in question has been voided with refund processedRefund will be applied back to the credit card that was used at the time of the purchase We invite MsW [redacted] to contact the retail store she purchased from for further informationRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Brandon C***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Our retail location has been working with MrsC [redacted] regarding her situation They have agreed to exchange her items for her The delivery is scheduled to take place this coming Sunday, October 9, We invite MrsC [redacted] to continue to work directly with the retail location until the issue is completely resolved Regards, Ashley Furniture Industries, IncCorporate Office AB