Ashley Furniture Homestore

On March 21, 2014 I purchased a sectional from your store in Kennesaw, Georgia. It wasn't delivered until April 8. When I reviewed my statement for my Ashley's credit card, it showed that my available credit was -$984. I called GE (the card issuer) and found out that the store had charged me for the furniture and put an additional hold on my account for the same amount. The representative at GE gave me the number to the store and advised me to ask them to remove the hold. When I called the store, the person I spoke with said that they didn't have anything in their computer showing that I had bought anything from them this year. I told her that was impossible because I had a receipt and the furniture had already been delivered. She continued to say that she couldn't help me. I told her I lived 30 miles away and I didn't want to drive all the way over there to show a receipt, but I would. She was still saying that she couldn't help me so I hung up and drove to the store. I met the store manager, Evan. At first he seemed nice and helpful. He asked me who I spoke with, but I didn't know.he took my receipt, pulled the invoice, and asked a girl to call GE (I'm sure this girl was the one I talked to on the phone). While she was on the phone he was looking through my file and at some point said that they couldn't help me because it was GE's fault and started trying to explain the situation to me. A few minutes later, the girl got off the phone and informed me that my balance had been corrected. Instead of Evan just apologizing for the inconvenience he proceeded to try to explain their billing procedures to me and blaming the error on GE. We ended up going back and forth for a few minutes with me trying to explain to him that I had been inconvenienced and I didn't really want to hear about who's fault it was. In that way he was just as unprofessional as the person I spoke with on the phone. I got billed twice and had to drive 30 miles to get the error corrected and all they cared about was it wasn't their fault. I'll never spend another dime in that store.

Review: My husband and I purchased a $7,000 Tempur Pedic mattress and bedroom set on February 21st and were expected to have it delivered on the 25th.They showed up to deliver the items to only have them not fit and work and having us be bed-less due to improper equipment. It's now the 1st of March and they have yet to fix the issue. Ashley Furniture sent out their "specialist" today so March 1st and were unsuccessful AGAIN. So once again we are sleeping on the couch due to the unprofessionalism and confusion. Dealing with customer service and the store it has been really frustrating and time consuming. I have requested to be refunded various times and they continue to say I signed a contract after the delivery so its mine to keep. First, the gentleman who delivered the items said I had to sign the forms for the items here and that I would still be able to be refunded. I feel I was cheated, played and lied to by Ashley. All I want is a simple solution to this matter for them to obtain their items from my home and refund me whats owed. I had called earlier today on march 1st and spoke to a manager who tried to humiliate and disgrace me she was not professional nor helpful. Georgina from Ashley Store Management mocked and laughed while trying to help me. She treated me to contact the Revdex.com she stated " go ahead and contact they won't to anything to us, all they will do I sent us an email and all I have to do is reply to them, so knock yourself out". I couldn't believe the things this woman was speaking coming from a management level and to add to insult she mocked me regarding not being able to return the items since I'm now stuck with them. This is unjust and should not be fair especially when the items are defected. Just think would you sign for a television delivered to your home and does not work? of course not and I feel I'm in the same scenario but the difference is that the delivery man reassured me that I could still deny the items since the order hasn't been completed.Desired Settlement: I would like to have Ashley furniture store take all their products from my home that I have not yet used since its all in my bedroom in pieces since they have not completed the set up due to Business error. I would like to be refunded all of my money after they take their defected items and an apology from Georgina. She was truly unprofessional and should not hold a management position at any store if she is not able to maintain control and order of her self.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Hi this is [redacted] who against Ashley furniture store. Main Manager call me and finally could talk to some one who actually understands this situation. I report him about the store. He talked to the store manager. After that he call me again now we working towards to solution. I told him that I don't want to contact Ashley Chula Vista location, he understood me and helps me. Thank you Revdex.com for help me. I think he did call me because you. Thanks again and I wish you all the best![redacted]

Payments have always been early as much as 2 weeks.
I have from day one received harassing phone calls informing me that payments are late and there will be late charges. there has been no solution by calling their main office or going directly to the Ashley's store where I made my purchase in order to make payments there directly, I was informed that could not be done. Store was of NO help!!
Tempur-Ergo Plus bed is a terrible bed can not move , must launch yourself in order to change positions !!!!!
ASHLEY'S has NOT EVER RESPONDED ABOUT MY COMPLAINTS or any warranty repairs that are needed

Review: I purchased furniture from Ashley Furniture in February 2013. I was told I had a one-year warranty. Furniture has been and is peeling/shedding since November 2013. I went to store in December 2013 and was given the telephone number for Ashley Customer Service. I called and made a complaint. Went to store again after no response. My mom called customer service again and was informed by Ms. [redacted] that the couches should have been under warranty since I had made the complaint before the one-year expiration. Ms. [redacted] requested that I e-mail her pictures of the couches and the serial numbers which I did. To date, I have received no response, no repair and/or replacement of the couches. The store would not take responsibility and keeps referring me to their customer service. They have noted their system with my complaint, call and have acknowledged that my complaint was made prior to February 2014 (the one-year expiration).Desired Settlement: I would like to obtain a refund so that I can purchase furniture at another place. If not, a credit would do for the amount of the purchase.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. According to our records, the customer purchased her items in February 2011. The one year warranty would have expired in February 2012. Ashley Furniture has been in contact with the customer and has requested additional information from the customer to which we have not received. If the customer would like to provide us with the serial number to the units as well as detailed photos, we would be happy to review the situation.

Review: In the last 30 days I have purchased several pieces of furniture from Ashley Furniture. A dining room table which has come in and been noted by the service technician to be manufacture defective and Ashley has refused to return it and refused to issue a refund ( technician came out twice and noted that it is defective and nothing he can do). A entertainment cent that was installed improperly and damaged. Again a service technician has came out to try and correct it and was only able to adjust it the best of his ability ( technician came out twice ). Stating that to try and fix it anymore would cause permanent damage, due to the damage the installers had already done. A bunk bed set was delivered to my residence without all the proper pieces so was taken back on the 2nd of june. It was then delivered again on the 4th of june after arguments from Ashley and installed. Bed was poorly installed and unsafe for a child to be in, received attitude from customer service stating that it was signed for and is my problem when I called the same day. My wife was caring for our infant son and took the work of the installers that it was done correctly. Finally reaching a supervisor upon requesting this be corrected they agreed to send out a service technician. instead they sent out a driving team in place of a technician who stated he didn't have tools and couldn't fix it. Throughout this endeavor there has been constant poor communication and a complete lack of service and product guarantee. I was told by a supervisor ( [redacted] )that Ashley policy is "no return after 72 hours" even if the product is stated by their own personnel to be defective and now during a request for return within the 72 hours I am still being refused. Multiple times I was told I would receive a call back and haven't. Multiple times I have been let down by their customer service and by far for their product line. In addition to these matters I have a sofa set that we paid for a full warranty on any tears or damage and I am struggling to get anyone to come out and do the warranty work. Stating each time it is someone else's department and no one having any idea on what they are doing. Stating they will pass it along or send an email to someone else. I am a service manager for a global company and the service that has been conducted would not pass in any organization let alone one that interacts with the general public. To say this has been unbelievably unprofessional would be an understatement.Desired Settlement: Full refund and remove items from my home

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We 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 Mrs. [redacted]’s account, it appears Mr. [redacted] has been working with a supervisor to resolve his issues. At this time, we will be exchanging the dining room table and we have already picked up the bunk beds and chest. A refund is being processed for those returned items. The sofa in question was purchased in Nevada at a licensed agreement location. The Ashley Furniture Corporate Office has no business ties with the location. In an effort to try to further assist the customer, he was provided the contact information to a department who may be suited to assist with the sofa issues.

Review: March 25, 2014Ashley Furniture Industries, Inc. Attention Customer AffairsOne Ashley Way Arcadia, WI, 54612-1218 To whom it may concern:As I sit on hold to ask for an address to send this letter, a recording expounds, "Ashley Industries sixty five years of exceptional customer service". My personal experience could not be further from the truth. It is my understanding that the store I am writing about is an independently owned and operated entity (meaning they are licensed to sell your products). As I write, I do not expect that I will ever receive any more than a standard "we apologize", or "we will take corrective measures", but I am keeping my fingers crossed that for once, management and anyone who still cares about customer service will listen and deliver more than lip service. If I were [redacted], I would be deeply offended that any customer has had such an experience with trying to buy a product that carries my family name. Or maybe, just maybe, this letter will show up in a corporate training module during the company's yearly sales conference, as a case study on how not to treat a customer.On Saturday, March 15, 2014 I visited the Ashley Furniture Home Store at [redacted], my salesperson was [redacted] was patient and took time to answer my many questions regarding pricing and availability. I opened a credit line through GE Capital and purchased the following: (see enclosed invoice, and sales receipt)Candle Leaner Mirror MahoganyOne Drawer Night StandChest4pc King Bedroom (Dresser/Owingsville/Black; Mirror/Owingsville/Black; King/Cal King panel HDBD/FTBD; King panel Rails/Owingsville/BlackProtection PlanDelivery FeesPlease note that for each item listed above, all have HOME DELIVERY with the exception of the candle; as I took those with me..Before leaving the store, the customer service agent deleted the $59.99 delivery fee for the leaner mirror indicating that the salesperson should not have charged me a separate fee in addition to the $125.00 delivery fee. He highlighted it and assured me the adjustments would show up on my final billing statement.Having reconsidered my purchase, I returned to the store on Sunday, March 16, 2014 to make an exchange. I recalled seeing the mirror I selected still on the showroom floor with a red "sold" tag now affixed. I returned the One Drawer Night Stand, Chest and 4pc King Bedroom (Dresser/Owingsville/Black; Mirror/Owingsville/Black; King/Cal King panel HDBD/FTBD; King panel Rails/Owingsville/Black. I then purchased the following: (see enclosed delivery receipt)APK-B580-KPBKing Panel Bed$499.00When I left the store for the second time, it was my understanding that the items would be delivered on Friday, March 21, 2014. On Wednesday, March 19, 2014 I received a text message confirming that delivery would commence on March 21, 2014 between the hours of 12:15pm and 4:15pm. I took time off from work to be at my residence to receive the items on Friday, the 21st. The delivery men arrived shortly after 2:00pm, were more than cordial and executed the delivery and set up. One problem, the mirror I purchased was not with the delivery. The delivery techs explained it was not on the order and to contact the store. I contacted the store on Friday, March 21, 2014 at 2:30pm. While I cannot recall the young man's name who initially took my call, I do know that he is a black male, I'm guessing in his mid-twenties with blonde colored hair. I remember him vividly as he was the customer service agent who assisted my check out process during the initial purchase. As I explained the issue of the missing mirror, the young man began to tell me that the mirror was an in-store item and was to have been taken. When I explained that this was the first time I'd even heard such, and asked to speak with a manager he responded by beginning to offer a delivery refund. I insisted to speak to a manger and was told rather flippantly, "Ma'am I am only telling yDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want the mirror made availaible to me and delivered at no further or additional cost to me.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon receiving this Revdex.com claim, we have been working directly with the store. The manager has agreed and arranged for delivery of the new mirror. To further satisfy the customer, the manager has extended $200.00 in gift cards. Ms. [redacted] indicated she was satisfied with this resolution and will be working with the store on the delivery.

Sincerely,

Ashley Furniture Corporate Office

Purchased sofa in January, waited until March for delivery. Sofa did not fit. Ashley returned without fee but has not refunded my $500 down payment.Purchased sectional in early January and was told sofa would be delivered in 2 weeks. At two week point I was told that the sofa had to be manufactured and would not be delivered for another month. At that point I was told that I had to wait another month. The sectional I purchased was identical on both sides, and it was not necessary for me to be made to wait at all. Sofa was delivered and did not fit. After many phone calls I was told that my down payment of $500 would be refunded without being penalized a restocking fee. I was told it would take 3-5 business days and that was over a month ago. After calling again multiple times I was asked for my visa expiration, which I had not been asked for at any point. I still have not received my $500 down payment refund.Desired SettlementI am hoping to receive my down payment of $500 refunded as soon as possible without having to call multiple times. I will never do business with Ashley furniture again after this experience. Business Response Thank you for contacting Ashley Furniture, and making us aware of Mr. [redacted]'s situation. We have researched Mr. [redacted]'s account and the refund was processed back to his credit card on 4-6-16Consumer Response [redacted] Thank you for your prompt response. My refund was issued this weekend and my complaint is resolved. No further action needs to be taken.Thanks, [redacted]

Review: My husband and I purchased a 3 pc Sectional Palmer Sofa from Ashley Furniture in Altamonte Springs, Florida 2 1/2 years ago. The purchase price was $3759.43 including the extended warranty. The couch is now falling apart. The decorative buttons are all falling off. The color of the leather is fading and nonexistent in many areas, which looks really bad. To spend that much on a product and have it not have it last for many years is not acceptable. I called customer service and was told that since we moved out of state, the warranty is not valid. The couch is discontinued and there are no replacement parts that can be sent to me.Desired Settlement: I would like the couch replaced with one of equal value.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

After review we have forward the information on to the consumer affairs department and Mrs [redacted] she be hearing from that department soon.Regards,Ashley Furniture Industries, Inc.Corporate Office LB

Consumer

Response:

Review: My experience with my furniture purchase at Ashley has been HORRIBLE! My sales rep was very nice and helpful and made it seem like even after delivery if there were issues they could be resolved and that she would help. I was never told there were no refunds and although I made my furniture work and fit, it was still handled very rude from one of their managers. Now my Furniture (Sectional and Dining table with 4 chairs and a bench) were scheduled for delivery a little further out because I had to wait for them to have a part of the couch in stock. So I waited and explained that the date they set up for delivery (Sunday 8-16-15), I would not be available but they just said to have a family member their to sign and if there were any problems after, that they would take care of it. My family member signed off on the delivery while I was not home and when I was on my way home I received a call from Ashley Furniture stating they did not deliver 2 dining chairs or the bench due to damages and that I would have to wait until mid Sept because they were on backorder. When I got home, I noticed that they did deliver all 4 chairs but that they had not delivered the bench. The dining table had a large dime sized chip on top of it. I called the store and they explained they were sorry and they thought everything was delivered. I also got throw pillows that I didn't even know came with the sectional set. ??? I explained about the bench and they said it would deliver around the 23rd of this month and that they were going to send a repair man to as the issue on the dining table before anything could be exchanged. I specified I did not want him to try to fix that, it was a brand new table and I felt as though I should just have it exchanged. I ended up cancelling 2 work meetings in my house because I was missing the total amount of seating I thought I would have by that date so after I explained my issues to a manager that seemed annoyed to even talk to me, she stated that she would send me a 200 gift card in the mail to make up for the delivery fee. When I got the card in the mail, it was for Ashley Furniture purchases and it states I have to spend $1000 in order to use it. I have already spent almost $4000 and still don't have a bench or table exchanged??? So I finally call back to question the gift card and was eventually told a repair man had tried to go to my home the day before?!? WHAT?!? Nobody has called me and I work during the week? Now I was told that I needed to call corporate to reschedule the appointment for the repairman? So I call corporate and speak with [redacted] who states that it looks like everything has been delivered. After I tell her that is incorrect she finds somewhere in the notes that I did not get a bench or 2 chairs. I explained that I got the chairs (All 4) but I did NOT receive the bench. She stated she was going to contact the warehouse and tell them that I got all of the chairs. She said the bench was available as of 8-20-15 and set it up for delivery on Monday 8-24-15, I told her I would be home ALLLLL day to avoid anything going wrong. Then I complained about the table and explained everything I was being put through and that I wanted it exchanged or refunded. She put me on hold and came back and said her supervisor approved the table to be exchanged. I then asked her how soon the table could be exchanged and she said she would look into it and call me back the same day. This was yesterday ,8-20-15 and she never called me back. So today I called her again and spoke with someone else that stated she just got in so she couldn't help me. So the lady I spoke with looked up my account to then tell me she could have the table exchanged on 8-24-15. SO I told her, "great the same day as the bench is being delivered?" And she said , "I don't have a bench scheduled here for delivery" !!!! I then asked for her supervisor because at this point I don't understand if this is a joke? So a supervisor gets on the phone and tells me the notes don't make sense and that she does not see a bench here at all. I explained that someone in her office ([redacted]) scheduled it to be delivered to my house and that I had just spoken to her yesterday. She apologized and said she was going to look into it and call me back. An hour later, [redacted] calls me back to schedule the delivery of the exchange on the 27th when I was already told it could be delivered on the 24th, WITH MY BENCH! I asked her if she spoke with her supervisor (SuAnn) and she stated no. I then told her I talked to her supervisor about an hour before because they are stating the bench you told me would be delivered on Monday is not even showing up. She said all she remembers was telling the warehouse to not deliver the extra chairs??? Oh my God I lost it. For the Love of God, I just need my BENCH AND TABLE EXCHANGED!!!! ITS NOT THAT DIFFICULT! I think all of my furniture that I purchased from Ashley furniture is beautiful and I love it but if I could return it ALL I would only because of what I have had to deal with after the delivery. This is crazy. Its a joke and is HORRIBLE customer service. Nobody has called me since Sunday except [redacted] about 30 minutes ago who was still clueless as to what is going on. I will never recommend Ashley Furniture to anybody. I don't ever want anybody to deal with this drama.Desired Settlement: Delivery of Bench that's still missing, Exchange of dining table that has damage to the top of it, Billing adjustment for shipping or whatever they feel should credit if anything based on what I have had to deal with

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]'s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timelymanner. Upon review of the customer's situation we have found that the correct product was delivered on 8/24/15. We feel the customer is entitled to some compensation as this is not how Ashley Furniture does business. We are prepared to issue the customer $250 in gift cards for her inconvenience.Regards,**

Ashley Furniture Corporate Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My wife and I had purchased a couch from Ashley Furniture in [redacted] approximately 3-4 years ago. with in the first year one of the couch cushions started to tear and had some holes in it. since we purchased the warranty package we called the warranty company and they came right out and fixed it. about a year later it started to tear and have holes in it again along with three other cushions. my wife had noticed this after taking a sheet off the clean the couch. we immediately contacted the warranty company who came out but this time said they could not warranty it because the material it self was starting to shear from being very thin. We immediately contacted Ashley direct and at that point forward we started getting the run around, first they tried to blame the warranty company for not fixing it, then they said they couldn't warranty it as bad product because they blames the shearing as scratches from an animal. after arguing back and forth a bit they agreed to send out new cushions but refused to send a company to repair and told us we would be responsible for our own repairs. since the product itself is shearing in cant last even 4 years why would it be my responsibility to fix it my self, I am not experienced in furniture repair nor should I have to pay to have a repair company come out when its a manufacturing issue.

Product_Or_Service: couch and love seatDesired Settlement: DesiredSettlementID: Replacement

ideally I would like one of two things to happen. I paid almost $2000 for a set of furniture that should last more than 4 years so either Ashley should pay to fix it and continue to pay to fix it every time it fails or they should give full credit towards the replacement of it on a new set of furniture that will last.

Business

Response:

I bought several rooms of furniture including a living room. The set included a 3-piece sectional, 3 tables, lamps, and a recliner rocker. The delivery guys show up with no rocker recliner. Text the salesperson and asked about the recliner and she text me back she would check the next day. The next morning she text me and told me there wasn't a rocker with that set on the showroom floor. The rocker was on the floor, she was sitting in it when she wrote the ticket and I asked if that chair was included and she said, "everything you see here is included in the set." 3 of my children were with me, they are 18, 16, and 12, and they all heard her. When she text me she suggested I didn't know what I was talking about and the chair was never there, instead of just saying, I made a mistake and the chair wasn't included. I don't like that kind of business practice and will not be buying anymore furniture from them and would caution people to be careful when purchasing sets from Ashley Furniture.

Review: In June 2010 we purchased a dual-reclining sofa and an additional recliner advertised as "Durablend" fabric. The saleswoman at the time told us that "Durablend" meant that the part of your body that touched the furniture was all leather and the sides and back were not "real" leather. Since we have no small children, grandchildren or pets, we felt that was fine as we were assured that under "normal use" this should last indefinitely. This was NEVER the case. Shortly after purchase we noticed "flakes" appearing on the carpet and our clothing and at first had no idea from where they came. Little by little, but within a very short time, we saw that what was "supposed" to be leather was actually a thin veneer that actually flaked off on any part that was touched by the body. We had purchased an "insurance policy" at the time of purchase but were told when we tried to file a claim that this was NOT covered and we should contact the store. I tried calling the store to speak to someone in management several times and no one was ever available to speak with nor did anyone return my calls. On September 12, 2013 I wrote a detailed letter and had no response. On November 13, 2013, I wrote again, included a copy of my previous letter, and got a phone call on 11/16 from Andy [redacted] who identified himself as the store manager. He said he never heard of our previous contacts, was NOT the manager at the time of purchase, never saw our original letter but would offer us 75% of the purchase price in store credit and didn't want the defective furniture returned as he had other complaints and was aware of them. I was hesitant to want any other furniture from their store, so discussed it with my wife and we agreed to give them another chance. On November 26, 2013, wrote again asking that Mr. [redacted] put his offer in writing so we'd have something in our records. He has never replied. I am at the point now that I don't trust Mr. [redacted] or Ashley Furniture and would prefer a refund for furniture that has been virtually unusable except with a cover thrown over it. It is an embarrassment with company and especially with realtors and potential home buyers coming in as our home is now for sale.Desired Settlement: As I said previously, I no longer trust Mr. [redacted] to keep his word, nor do I trust the quality of Ashley Furniture or the representation of such by their sales personnel. I would prefer a refund so I can shop in, hopefully, a more reputable establishment.

Business

Response:

Review: I made my purchase on 04/21/2015. I was told I could choose my delivery date starting the 04/28/2015, because I work I made my delivery date for the weekend 05/02/2015. I was called a day in advance and given a delivery time of 9:00 to 1:00. I called around 10:30am on 5/2/2015 to make sure my order was still on its way. Customer service assured me it was but my time frame was now changed to 10:30 to 2:30. I was never notified of this and if I didnt call I would never have known. So I waited around and at 1:30 I received a call from the warehouse team telling me that they were not going to make the delivery because the rails to my bed were not in. He assured me I would be the first delivery Sunday morning. After I hung up with him I called the customer service line only to find out he didnt schedule delivery for sunday but rather for monday without my consent. There was nothing really customer service or my burbank homestore could do. They do not call them directly they told me they are only allowed to email back and forth. The burbank store admitted to me the rails were in and they have no idea why they didnt deliver them. So therefore I was lied to and they just didnt feel like making the delivery on saturday. After a countless amount of phone calls they agreed to free shipping and a morning delivery time on Sunday 05/03/2015. Once again I did not receive a call this morning 05/03/15 so I called them only to find out my delivery time had been changed yet again from 10:30 to 2:30 without my consent. Now I am stuck waiting around again for an order that may or may not even show up today Sunday 05/03/2015. So far I have wasted my entire weekend waiting for furniture that was promised by Ashley furniture to arrive within a 4 hour time frame on the day agreed upon in the initial contract. This is why people open class action law suits. You cannot just ignore terms of a binding contract. Highly illegal.Desired Settlement: I ordered a bed and two nightstands. The right thing to do for wasting around 10 hours of my life would be to comp the nightstands or throw in the dresser for free.

Business

Response:

They are horrible! Two months and counting and they still can't get an order right. The furniture that did come in was crap and we already had to call the guardsman protection plan to replace it on the first day. We had to call around and fix THEIR mess back and forth between the warehouse and store. Never go here ever, unless you like dealing with headaches! Keep all your paperwork as you WILL need it when they mess up. Also, the customer service is so rude and unhelpful. The lady wouldn't give me her name or allow me to speak to a manager! I had to go into the store personally to deal with their mess up. I am disgusted with them.

Review: I was lied to in the store.Want furniture fixed.

I bought some leather furniture on 3/20/2012. I said I had 2 cats and 1 dog, all with nails. The salesman told my husband and myself all punctures were covered. So I took it the animals would be covered.They were not as stated in the Furniture Protection Plan.We paid cash. The plan was not given to us until after the transaction.We didn't get to read it, for it is long and it would have taken a couple hours.The manager offered to replace the parts, but I would have to have different furniture. There's punctures on the seats, arms, and front and back on the furniture.To replace all that would mean different furniture. Since I was basically lied to I expect new furniture. My order number is [redacted] and I bought the furniture from [redacted].Desired Settlement: To have different furniture or this fixed right.

Business

Response:

Thank

you for contacting Ashley Furniture Industries, Inc. We appreciate that you

have notified us regarding [redacted]’s situation. We take these

matters seriously and want to ensure the proper steps are followed so a

resolution can be reached in a timely manner. Ashley

Furniture Industries has made several unsuccessful attempts to reach this

customer regarding her situation. We would be happy to review the

situation and further discuss a resolution at the customer's convenience.

She can contact the local retail store to which she made her purchase to

continue discussions. Regards,Ashley

Furniture Industries, Inc.Corporate

Office

Business

Response:

Thank you for the update on Ms. [redacted]'s situation.

Review: On March 9th, 2013 I had purchased a bedroom set from Ashley Furniture and paid over $ 2500 for it. The delivery date was set for March 15th. On March 15th, after spending over an hour trying to assemble the furniture the delivery team had stated that they were unable to do it due to having wrong parts. The slats were too short and did not fit the rails. I was instructed not to open the memory foam mattress until all other parts arrived. I refused the wrong parts and the next delivery was set for March 29th.On March 29th another delivery team brought in new parts and again failed to assemble the furniture and stated that even thought all parts say California King they are unable to assemble it. At this point I was informed that a technician has to look at it.On April 4th the technician came in and stated the furniture is defective and irreparable. The report was sent to the store manager along with pictures.I called customer service and spoke with Sarah and asked to cancel the sale and schedule a pick up date. She refused and claimed she is not authorized to do so, Sarah also informed me that the only person able to cancel the sale is the store manager. So, on April 10th I went to the store in Northridge, CA where I purchased the furniture and spoke with the store manger [redacted], who also refused to take the defective product back and provide me with a full refund. Instead he stated that he will only do an exchange. The exchange was scheduled for Tuesday, April 16th. The store manager told me that if this time the furniture will be defective again he will cancel the sale and issue a refund. On April 11th I received a phone call from Ashley stating the delivery was rescheduled for the 18th.I emailed [redacted], who never replied to my email and ignored my request to resolve the situation. On April 18th the delivery team brought in a new headboard and dresser. The headboard had a scratch and a dent and the dresser had a dent and glossy finish was scrapped off on it in one spot. When the delivery team screwed the slots to the rails one of the slots did not fit properly. They took everything back and left unassembled furniture once again in my apartment.

Product_Or_Service: Bedroom set and mattress

Order_Number: 1201272440Desired Settlement: I want the defective furniture out of my house including the mattress that has not been opened because I do not need it without the bed obviously. I want a full refund!

Business

Response:

Review: Purchased sectional sofa from store, experienced issues with seat covers. Ashely issued replacement covers and 6 months later experienceing same issue

Purchased sectional sofa on 7/13/2013. Within 6 months started experiencing issues with the seat cushon cover. The fabric on all seat cushions would begin to thin out and pill. Tried to shave the cushons as AShely directed and did not work. Ashely sent replacement covers in May 2014. 6 months later, experiencing same issues with seat cushon covers thinning and pilling. Ashely will not send replacement covers, insists that I have to pay for them this time at a cost of over $700. There is no extra wear and tear on the seat cushons other than sitting. REgular use should not deteriorate covers in a matter of 6 months. Originally paor $1,479.00 for sectional sofa via credit card.Desired Settlement: Would like to either recieve full refund, replacement/exchange of entire couch, and or replacement of seat cover cushons for entire couch. Seat covers are now uncomfortable to sit on and are beginning to tear.

Business

Response:

We placed order for bedroom furniture from Ashley Furniture on 6/26/14. It was delivered 7/2/14. The dresser had a chip on the marble top, so we did not accept it. They delivered the same dresser again and we went to the store manager and complained about it.

We got a new dresser delivered for the third time which came in good condition. But there are no brackets to hang the mirror. They were supposed to send the bracket along with the dresser. Now the customer service says they will mail the brackets in 2 weeks to our home and we need to call them and schedule for a technician to assemble it.

We are really frustrated and disappointed with the service we received from Ashley. Almost a month and a half for a bedroom set to be delivered and assembled? Is this called customer service???????

And we have to make sure that someone is home when they come to deliver the furniture. One of us have to take time off work for this. Very bad customer service from Ashley Furniture.

Review: I bought a mattress set on 11/27/2015 and had my set delivered on 12/4/2015. When I bought my mattress I thought it was going to be with a low profile box-spring since it was a 14" mattress, but when it was delivered it was a normal box-spring. I wasn't there for the delivery and I told the salesperson and manager that I won't be there only my mom would be there. He said it won't be an issue. I told him that she doesn't understand these types of things. At the time of the delivery the driver gave her papers to sign, which she didn't know what she was signing because she is mentally disabled to, which the driver and Ashley Furniture took advantage of her. She called me 5 min later asking me if I ordered a tall box-spring, I told her it should be a lower box-spring, so I called the delivery driver to return and pick it up or exchange it. He said that he was out of the area and on the other side of [redacted], which probably wasn't true and that he will have his manager send someone else to pick it up, which he probably didn't since it is still there in my room, unused, unopened and untouched waiting for the now return. I also called the store and the sales person said he would talk to his manager, but later in the day I called him back and he said he didn't, but will do now. After talking to his manager he called me saying that I could buy another box-spring from them for $79 plus shipping. I told him what about the one I have. He said that I had to keep it. I told him, no way. At first I just wanted an exchange for the box-spring, but now since of all the hassles, I want a full refund. I also called customer service twice and both times they said they would send it to the district and regional manager, but no answer from either and no call. I can't even sleep in my own room, because I have no bed that I could sleep on there and have to rent rooms from my friends. Its costing me more money after I bought this mattress and I just want it to be rectified, so I could sleep once again in my own room. I don't want to pursue legal action, but if I don't get a resolution I would be forced to do so.Desired Settlement: Before I wanted an exchange for the correct box-spring with free delivery, then a reimbursement of shipping too, but now since its taking a long time I want to return everything and receive a refund, because I don't want to buy anything from Ashley furniture anymore.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that you have notified us regarding [redacted]’s situation. We take

these matters seriously and want to ensure the proper steps are followed so a

resolution can be reached in a timely manner.Upon receiving this complaint we have contacted the stores upper

management. They have contacted the

customer and offered credit for the foundation.

The store has issued the credit and has already contacted the customer. The store is currently waiting for the

customer to contact them back regarding their decision on wanting a low profile box spring or a Bunkie

board. RegardsAshley Furniture Industries, Inc.Corporate Office **

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The store contacted me and agreed to pick up the box spring and issue a refund on Saturday 12/26/2015, so I'll be out of a box-spring. No discounted exchange, platform bed frame or bi-fold bed frame was offered. In addition, I believe a refund for shipping of $69.99 should have been included, because of the shipping being another issue that resulted in this problem. Thank you!

Regards,

Review: I have made several purchases with Ashely furntiure well over $2000K. However I purchased a warranty thru Guardsman/ on behalf of my Ashely Furniture Purchase. they emphasized, that damages such as wear, and tear, stain, water, wine, crayons , ink, pencils, pens, If your furniture becomes damaged. You can file a claim, and have the item repaired. If it become impossible to do so, we will replacedit. If you find that you are not satisfied, contact the strore manager, and we will strive to assist you as best as possible. We will not sell you a warranty and it not worth the paper its written on. Its peace of mind ad your item is protected. It doesnt make sense to spend over a $1000 and not have your item protected. they will not approved deliberate acts of damages to your purchase,. I understood and felt safe makeing the purchse. My claims has been flat out denied, stating that my Winter white Chaise is not coverd by stains that were due to water, soda, spilling thru a bag. Whereas the ink from the bag stained the chaise. They are also ink stains well. But also not covred. My other purchase for a Leather couch ( black) the leather has appeared crinckled, and has come off from two of the sectional pillows. the purchase is less than 5 years old. Also denied. I dont understand how the great company of Ashley can treat me as a a consumer this way. I made $1000 purchase and only to be told , your warranty is not effective, your claim is denied and also we are not replacingany item. This is an outrage. Today I contacted the store in Broadview, Illinois . where I purchased the order from. I inquired to speak to any store manager reagarding my concerns. I was asked for my name and then plced =on a brief hold . I was then told the Manager is not in today, he is out in store meetings at other locations and that they could have someone returned my call within 24 hours. This sounds like a lie. there is always a manager or supervisor available in person,. But not when I called. the call was placed todat at 1:33pm .Desired Settlement: I am only loolking to have the sectional pillows replaced and the stain from the chaise repaired if at all posible. But I truly think its unfair to sell a warranty to customers , and the most frivolous reasons are given that its not covered. I spilled water / soda/ juice into a bag and there are ink stains n my chaise, It makes no sense as to why , Guardsman isnt even trying to accomodate my request, But I would like to have this rectified as quickly as possible, and or some sort of alternative. The response from customer service is reprehensible. I am out close to$2000 and I am merely asking as a custmer for the last 7 years, just to assist me in some sort of way with my purchase of furniture that have lasted less than 4 years,

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that you have notified us regarding this Customer’s situation. We

take these matters seriously and want to ensure the proper steps are followed

so a resolution can be reached in a timely manner.I have contacted the consumer and offered $700.00 in gift cards to the Home store in which she purchased from to re-select new furniture.Regards,

Ashley Furniture Homestore – Corporate Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.