Ashley Furniture Homestore

Review: I purchased a table from the Ashley Furniture Store located at [redacted] on 11/24. The table was delivered to my home on 11/26, and upon delivery we noticed imperfections on the table. More specifically, there were triangle shaped divots all over the table. On 11/27, I filed a complaint with the Customer Service Department and provided pictures of the imperfection, and was informed by [redacted] in their Customer Service Department that the table "absolutely should not contain those divots, and that a new table would be delivered to our home." A new table was delivered to our home on 12/2, and again this table contained similar triangle shaped imperfections that were slightly different from the first table that was delivered, and when we asked the deliverymen about this, they told us that we need to accept delivery and file a complaint with the Customer Service Department, which is what we did. On 12/3 we filed another complain and provided pictures, and this time [redacted] in the Customer Service Department told us that "This is how the table was designed, and that there was nothing she could do." She also informed me to go back to the store and speak with the sales associate and to check and see if the table in the showroom had similar imperfections. On 12/4, I went back to the store and spoke with our sales associate, [redacted], and he told me that this table should not contain any triangle shaped divots, and we viewed the table on the showroom floor and it did not contain any of these triangle shaped divot and there were not any imperfections on the table. [redacted] said that I needed to re-open my complaint with the Customer Service Department, which is what I did on 12/5. It seems like the company's answer to my issue is continuously changing depending on who I talk to, and I feel like this issue is just being pushed off on others and no one at this company is willing to work with me to reach a resolution.

I have spent a significant amount of money on table that contains imperfections and have already taken off 2 days of work to have this table delivered to my home. If the company wants to state that this how the table is built, then I feel it is extremely deceptive to have a table on the showroom floor that does not contain these markings, and then after you purchase the table and it is delivered to your home all of a sudden you discover these imperfections. Had I known prior to my purchase that this table contained these markings, I would have purchased a different table.Desired Settlement: I want the table that I agreed to purchase that matches the quality and is identical to the one I viewed on the showroom floor. I do not want a table that contains these triangle shaped imperfections, and I also believe there should be some financial compensation for all of the hassle the company has put me through.

Business

Response:

Review: I purchased a California King tempurpedic hybrid breeze mattress from the Montclair location May 3rd. Since then I have had a total of 5 deliveries all with mistakes ranging from not the correct mattress size to not having the correct box frame, to not having any orders for a new mattress, to the most recent being still not the correct size (a king verses a cal King) and scuff marks and asphalt stains on the side of the bed, in addition to all of that I had my mailbox ripped off the fence and the bedroom blinds being broken from that delivery. On May 14th I had contacted Henry the store manager and the warehouse manager to correct this. Both reassured me that everything would be taken care of and that they would be contact me for delivery and for compensation for all that has happened. I let a week go by and heard nothing, probably because it was memorial weekend and I know it was busy. But we are week 3 and I still have not heard anything from them. I have contacted the store and every time I call he is in a meeting. I have just received the first bill and I do not want to pay because I still don't have what I am supposed to be paying for. I am beyond frustrated with the way I have been handled.Desired Settlement: I would like to have the correct things I purchased deliveried to my house. Which is a cal King mattress and cal King box frame and the mattress cover. I would like to be compensated/ mattress discounted for the amount of time I have had to take off of work to have each delivery come by. I would like for them to pay for the damages for the mailbox and the window blinds. If not I would like to return all of this because I would rather deal business with another company. I'm fed up with Ashley's.

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 the customer’s claim, we have been informed by the retail location, that the customer has received the correct bed that he purchased. For the inconvenience, the customer will be receiving $1000.00 off his item. Regards, Ashley Furniture Industries, Inc. Corporate OfficeSK

Review: I purchased a living room set from Ashley Furniture at the Cumming location on 5/18/2011. With this purchase, I also included the 5 year furniture protection plan. The sales person sold the plan as protecting against any kind of damage or concern that we had with the furniture. I have had two issues with the leather delaminating from the cushions on two different pieces, both as a result of moisture on the leather from different events. Guardsman finally honored one of the claims after having to escalate the issue. They have now denied the second claim. This protection plan is the most difficult I have ever experienced. They do not want to cover anything despite being included in the plan description. I will add that the written plan was completely misrepresented by the sales associate at Ashely who said the plan covered any damage, including wear.Desired Settlement: I expect Ashley to honor the protection plan that was sold and replace the damaged cushions or give me in store credit equal to the cost of the furniture for replacement.

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 Mr. [redacted]’s situation, we have determined that the items in question are no longer covered under the one year manufacturer’s warranty. With regards to the Guardsman protection plan, we are unable to speak or present facts regarding how the plan was soldto the customer at the time of purchase back in 2011. We do provide a plan policy to each customer that chose to purchase the protection plan. We do feel that it is the customer’s responsibility to review the plan coverage's as well as the terms and conditions of the plan. The issue Mr. [redacted] has reported is not a “covered” damage. While the items in question are out of the warranty Ashley Furniture provides, we have offered the customer 60%of the total cost of the three pieces in question as store credit to assist with replacing the damaged items. We feel that being the items are nearly 4 years old, that this offer makes a good faith effort to resolve his issues. We have discussed this offer with the customer and are awaiting a response shouldhe chose to accept. Regards,Ashley Furniture Industries, Inc.Corporate Office**

Review: Recently I purchased over three thousand dollars worth of furniture at the Long Beach town center location (Long Beach, CA). From the beginning it was a fiasco; one mistake after another. So, my complaint is not only about billing, it pertains to customer service, delivery, furniture quality, pricing and false advertising as well.

The first problem was at the time of delivery, when the items we purchased (a complete set of furniture) were being delivered incomplete. Once we saw that furniture was missing and questioned the delivery guys, we were told the items were no longer available as they were no longer in stock and were not merchandise stored in the warehouse. So they attempted to deliver partial products. Immediately we contacted the store and spoke to [redacted] the store manager, who informed us that a portion of the items we purchased was no longer a stock item. She then offered a discount on the furniture and suggested we keep what was available, which was assanine to even suggest. Why would we purchase half of a set? At that point she offered the floor model, which we stupidly agreed to. From that point a second delivery was made to include a full set. Once the delivery guys put the items together it was discovered that the items (not just one item but all the items) were defective. I was delivered defective merchandise. I called and complained to [redacted]. Apparently she didn't believe the furniture was actually defective as Eli, another store manager, personally came to my home to inspect the furniture. At that point, I no longer wanted the furniture. I told [redacted] I want to return the furniture and my money refunded. She responded by saying they DO NOT accept returns and she discounted $100 dollars and would send a repair person to fix the furniture. It took 2 weeks for the repair person to come out. The repair person was unsuccessful in repairing the furniture and said parts had to be ordered to replace the entire portion that was defective. At that point, I was beyond frustrated and demanded a return and refund. [redacted] would not accept a return and again deducted another $100 dollars and recommended to let the repair person fix the furniture once the part arrives (which the part should have arrived within 1-2 weeks). I waited one month and never received the parts for repair. I then called the store demanding a return and refund, but still [redacted] refused. Not only did she refuse BUT the parts were never ordered! Suddenly, [redacted] says the parts are on their way and the delivery should arrive in a couple of Days. I did not want the furniture! it was defective and I was not going to pay over 3 thousand dollars for something that needed to be repaired because it was factory defect items. So, [redacted] suggested she would do me a favor and accommodate my issue and allow me to "exchange" the furniture for something else. So, I go to the store and pick out new furniture. While I was there I noticed the price of the floor model of the defective furniture I initially purchased had increased by a thousand dollars and they claimed it was on sale but in reality they were charging the same as the original price. This is fraud and false advertisement. They are defrauding consumers and selling defective furniture. Throughout this fiasco, [redacted] has done nothing but pass the buck. I have talked to so many people to try and remedy this situation because [redacted] kept delegating the problem to other managers and store personnel to speak with me. Once I exchanged the furniture I thought the nightmare was over, but it wasn't. I then receive a bill for a balance $400 dollars more than what I originally owed. I called the store to complain and I was told that the amount owed is correct because they didn't charge me for one of the items as it was not delivered together with the other items. WHAT!??? That made no sense what soever. All the items were delivered together at the same time. They claim Ashley doesn't charge for items until they are delivered; they bill after the fact. WHAT!?? That's itic! Their reasoning is completely false. It seems they are trying to charge me for the so-called discounts I was given for defective furniture. I am not paying $400 dollars extra for anything!! I've attempted to speak to [redacted] but apparently she is unavailable, so just as it's been throughout this whole ordeal, I've talked with several people about this. And, all I'm told is they do not take returns and the amount being billed is accurate as Ashley charges after the fact. This is beyond what I am willing to deal with. What I want and demand at this point is that Ashley take the furniture back and refund my money. The quality of merchandise is substandard, the customer service is deplorable, the standard of service is ridiculous and the level of "fraud" is unacceptable. If merchandise is defective from factory there shouldn't be a discrepancy in returning the furniture. It's an unrealistic rule for a retailer to expect a consumer to be stuck with and pay for any item that is a factory defect. I want my money refunded and the items returned asap.Desired Settlement: I want to return the items and my money refunded back 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 full review of the customer’s situation, our records indicate that at this time no further money is owed back to the customer. The customer was charged $2397.32 for his original sofa, loveseat and recliner. After some parts delays, it was determined that we would pick up the original set and issue store credit in the amount of $2397.32. The customer chose a more expensive set to which the store discounted down to $2397.32 as compensation for the delays. In addition to this discount, the store gave the customer a TV stand valued at $600.00 for free. In regards to the additional $400.00 the customer feels he is owed, we invite the customer to visit the retail location with his original paperwork. The store would be more than happy to go over everything in detail with him to make sure everything is correct. Regards Ashley Furniture Industries, Inc. Corporate Office KC

Consumer

Response:

Review: [redacted]Consumer returned my phone call at 2:35pm stating she did business with [redacted] location. I explained [redacted], will be the processing Revdex.com. - LP[redacted]

Ashleys sold me a furniture protection plan, Guardsman Furniture Protection. I paid approximately $300 for it. The protection plan has denied my claim

On 1/05/11, I purchased a leather sectional. Item [redacted]. I also purchased a 5 year protection plan for $259.99. I was told that the plan would cover stains and damage. The recliner had a problem within of purchasing it. Ashley's came out to fix it. We have the same problem with the recliner. I was told to go through the protection plan. I filed a claim with Guardsman. My claim has been denied. I received the following explanation, " Service Request Number: [redacted] Dear [redacted], Thank you for submitting your service request form(s). We have completed the processing of your request, and we are sorry to advise you that the damage(s) and/or stain(s) that you reported are ineligible for service for the following reason(s):

Sectional-Right Arm Facing Recliner - Fading/Discolored - The reported damage on your furniture is not covered under the terms of the protection plan.

Sectional-Right Arm Facing Recliner - Other Damage - The reported damage on your furniture is not covered under the terms of the protection plan." I believe that this violates the agreement of this plan.Desired Settlement: Assistance with this as I believe I was ripped off.

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 been in contact with the customer and they are sending in photos of the damages. Once we have received the photos we will work with the customer for resolution.

Regards,

Ashley Furniture Homestore – Corporate Office

Review: Rocker recliner we purchased is of poor quality. The sample chair at the store was great. The chair we receive was nothing like the one in the store. We thought it would "break in" . But after having it for over three months , it only got worse. The chair slants to the side, which is noticed when sat on. Also, the seat is as hard as a "rock". And very uncomfortable. The chair in the store was very comfortable and soft.Desired Settlement: Product is of poor quality. I would like a refund.

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 reached out to the store. The store has been in contact with the customer and they have come to a mutual resolution. The customer with be receiving an exchange of the recliner.

Regards,

Ashley Furniture Industries Corporate

Review: I purchased a tv stand with a fireplace insert in it. The delivery guys called me 15 min prior to showing up to let me know they were coming. Then I paid $130 for delivery. The product come in two pieces. They didnt even install the fireplace in the tv stand for me. They were about to leave and I asked them to at least plug in the fireplace to make sure it works prior to them leaving. As the delivery guy took it out of the box he dropped it taking a chunk out of my floor. I called and filed a claim which the lady one the phone the second time was rude. They told me to sign off on the furniture and my problem will get solved a different day. I signed off and when I lifted the fireplace up I could hear some rattling around.Desired Settlement: First I paid for delivery which the lady at the algonquin ashley store said they will install the fireplace inside the unit. I feel that I should be compensated for them not completing the delivery properly. I would also like my floor to be fixed. Whether it be replacing the damaged pieces with the same flooring. If the same flooring cant be found I would like a whole new floor that matches. And I would like a exchange on the fireplace insert for a brand new one that hasnt been dropped. I dont think im asking for anything im not entitled to.

Business

Response:

Review: To whom it may concern,

I purchase my items from one of your stores in [redacted] in Carson

Street on 7/31/14 @ 9:41 p.m. the person that took care of us was [redacted] he was great help. But he told us that we could get 2 (balance)

pillows for free because of the temp mattress set that we ordered and a

6pc bedroom set. My concern here is that he had mentioned that it was one

of the best pillows sold there and yet they haven't received a new

shipment? He had asked me to stop by on Tuesday to pick them up because

they were going to get a new shipment. I called before showing up and the

person that had answered the phone informed me that yes they had arrived.

When I arrived at the location [redacted] checked the back and said there was

nothing there. He gave me $50.00 gift card for the misunderstanding and

told me that he was going take them to my house. As of today 8/19/14 i

haven't received any phone calls or updates on my pillows. I then called

last week to check on the status and the lady that answered said that

still no shipment on those pillows. I still don't understand why they

haven't received them if [redacted] stated that it's one of their best pillows.

Can you please help me and let me know whats going on? Is this one of the

ways that they should treat their customers. Or is it because they were

free?Desired Settlement: want my pillows

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 do show the customer picked up the pillows at the store on 8/13/14.

Sincerely,

Ashley Furniture Homestore – Corporate Office

Review: On December 13, My husband and I opened a credit account with Ashley Furniture for a promotion that was being offered (Promotion: 12 months No Interest and a minimum of $150 visa card). During the transaction, I was told by [redacted], the young lady who processed our information, that the visa card would be sent in the mail within 6-8 weeks. This information was provided as she was trying to talk to her boyfriend who was standing at the counter with us. Once 6-8 weeks had arrived (the middle of January), I received a bill from the credit company, GE, but not my gift card. I contacted GE and stated my concern about the visa card and was told I needed to call Ashley Furniture because it was a promotion they were doing. While speaking with [redacted], she told me it was too late to receive my gift card because the promotion was over. She stated that I should have logged into their system to redeem my card and that the instructions were on a form she gave me. I proceeded to explain to her that the only thing she gave me was my bill and the d[redacted]very information. She then told me that it was MY FAULT that I did not check behind her to ensure that she had provided all the information. I asked to speak to the store manager and she told me that he was on an indefinite leave, which I found out later was not true. I asked for the phone to corporate office and she provided me with a phone number to the service department. I spoke with [redacted] who called me back several times to try and rectify the situation (Ashley Store Credit: I will not be buying any more furniture from them), but the service department's mediation of customer complaints is limited. [redacted] sent the first e-mails to the store manager ([redacted]) and told me I would receive a phone call within 48 hours from the store manager or the regional manager [redacted]. This did not occur. As a result, I called back a week later and spoke to [redacted]. During my 2nd conversations with the service department, [redacted] was extremely rude and I explained to her several times that her tone was demeaning and condescending. I requested a conversation with a supervisor. [redacted], stated she was a supervisor and later on I found out that she was not. Also, she told me that I could not speak to a regional manager and when I questioned why [redacted] told me I could she stated that [redacted] did not know what she was talking about. [redacted] did proceed to place a conference call on [redacted]' voicemail stating my name and request for a phone call. One week later, I still did not receive a phone call. Now, we are into February (17-20). I called the service department again and spoke to [redacted]). She told me that she could send an e-mail to a regional manager on my behalf and this is when I found out that [redacted] had lied. She sent [redacted] a message and told me that she would call me back when he responded. Within 10 minutes, I received a phone call back from [redacted] stating that [redacted]'s response was that the promotion was over and I needed to contact GE. I asked [redacted] to send an e-mail while I was on the phone stating that I was extremely upset that I could not get a phone call back from a store or regional manager and that GE is not responsible. In addition, I asked that the e-mail state that I had a complaint against [redacted] because she is the one that failed to follow-through and as the customer I was being penalized for an employee's mistake. Once again, I requested a phone call from [redacted]. As of 2/28/14, I have not received a call back from [redacted] stating any response from [redacted] nor have I received a phone call from [redacted]. As a side note, Ashley has the communication set-up so customers cannot contact a "higher-up" regarding customer complaints nor can you reach a store manager.

I have contacted Corporate Weekly since January.Desired Settlement: I would like a phone call from [redacted] the store manager, [redacted] the regional manager or his boss, and my $150 visa gift card. In addition, I would like a formal apology from [redacted] who did not perform her duties accurately.

Business

Response:

Date: 3/3/14

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting Ashley Furniture Industries in regards to you complaint. I do regret to hear of you dissatisfaction.

Upon review of the customers claim she did not purchase during the gift card event. We have done a lot of research in regards to when this customer purchased and she was not within that time frame. I have spoken to the store manager who had offered the customer $150 in Ashley Furniture gift cards since she was so upset but the customer refused the gift cards. We will stand by the offer of $150 in gift cards and if the customer is still wanting those I would be happy to send those out.

Feel free to contact me with any further questions or concerns.

(Reference Kingswere SR# [redacted])

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

SL

Business

Response:

Thank you for the follow up regarding Ms. [redacted]’s situation. At this time, Ashley Furniture will be crediting the customer’s GE Money account in the amount of $150.00. This is to compensate for the Visa Gift Cards that the customer was inquiring about. The retail store has made several attempts to reach the customer to discuss this option but have not been successful at reaching her.

Review: I had bought some furniture from the [redacted] location months ago and was promised that I could choose my own delivery date so that I could be there. When they called they said that it depended when the delivery guys where in y neighborhood which happened to be the day I was working, since my mom would be there I was promised that they would be respectful and courteous to her since she is disabled and cant use one of her arms. I was told by my mom that they did NOT OPEN the boxes for her to inspect the merchandise and the delivery guys were ignoring her and the request she made! I was also told that they would set up the lamps since they made the scheduling error and she would not be able to do it herself! When I got home I checked the merchandise and the lamps had scratches all over it, the felt at the bottom was ripped, the headboard was chipped, and the coffee and end tables had scratches ALL OVER IT. After several calls and several hours of wasted time, I finally got them to agree to send me the NEW tableware sets ( plates, bowls, cups, etc.), have the delivery guys SWITCH and PUT TOGETHER THE LAMPS (even though they usually do not do so) at THEIR EXPENSE. I wasted another full off day waiting for the delivery guys to show up, they came 3 hours late and again WOULD NOT SET UP THE LAMPS, even though I was promised by their manager that they would set them up. One of them ended up swearing at me in Spanish and straight out lying to me about not having a way of contacting their boss manager! Now I was promised by both the corporate manager and supervisor of the [redacted] location that I would receive new kitchen sets, and the trays that I was promised in exchange for one of the items that came in the living room set! It has been months and I have not received the NEW KITCHEN SET, NO TRAYS, NO GIFT CARD FROM THE DELIVERY COMPANY, AND ALL OF THE SUDDEN THERE ARE CHARGES OF OVER $300. CHARGES THAT APPEARED A MONTH AFTER MAKING THE INITIAL PURCHASE EVEN THOUGH I HAVE NOT MADE ANY OTHER PURCHASES AND I HAVE NOT BEEN ABLE TO GO BACK! I have tried calling the [redacted] location several times, like I was told by customer service, to try and speak to a supervisor, but after waiting at least twenty minutes I am ALWAYS TOLD THAT THE SUPERVISORS ARE "ON THE FLOOR" AND TO LEAVE A MESSAGE ON THEIR VOICE MAIL AND THAT THEY WILL GET BACK TO ME WITHIN 48 HOURS! I still have not received a phone call or email even though I have left at least three different voice mails, and left messages with one of the staff at that location! This is getting ridiculous I have been lied to by the sales person, supervisor, corporate manager, and the manager at their delivery company! I want the random charges that appeared in my statement, that did not specify what they were even for, to get taken off, and I want the items that were promised to me!Desired Settlement: They should be replacing the items that they promised to replace and adjusting the amount owed since a random amount appeared without me making any extra purchases! Also the manager from their delivery service company promised me a $100 gift card for the delivery guys rudeness, tardiness, and attitude that he took displayed with me as a customer

Business

Response:

Review: Four months after purchasing an Accent Chair, the material starts pilling on the seat and arms. After contacting Customer Service, they sent a representative out to take pictures of the chair. Two weeks went by and I contacted them again. I was told their only solution was order the same material and have a technician come to my home and recover the arms and seat cushion. I told the lady on the phone that the material is the problem. It would continue to do the same thing. It needs to be a different material!! I was willing to keep the chair but choose a different material. She told me she was unable to do this. I was then referred to the store manager to resolve this matter. She was leaving him a message to contact me and I called the store and left a message for him. He has yet to contact me.

I am getting no where and they are not willing to work with me at all.

I don't have children that live here, it's just my husband and myself using this furniture.Desired Settlement: Since this outcome in so bad and their Customer Service is so bad, I would prefer a refund and will purchase a chair from a reputable company.

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 the situation, the retail location will be in contact with the customer to arrange to have the furniture picked up. Once the furniture is received back into the warehouse, a refund will be issued to the customer. We invite the customer to contact the retail location should she have any further questions or concerns. Regards, Ashley Furniture Industries, Inc. Corporate Office AB Tell us why here...

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: We were told from the beginning of the order that some of the parts were in backorder. We decided to wait until all the living room set was complete in order for them to be delivered. We were contacted on 03/28 and confirmed the order of all the pieces that were to arrive the following morning. On 03/29 we woke up extra early to await the arrival of our new furniture. The delivery gentlemen were outstanding and on time, however they were not provided with the complete order and were missing one vital piece. After stalling the drivers we were advised to refuse the whole order since they wanted us to sign for a complete set. The store or the warehouse were unable to accommodate any immediate or reasonable resolution.Desired Settlement: After going back to the store and discussing the issue in greater detail (we were there for a total of 3 hours), the store has agreed to provide us with our requested items and confirmed the furniture would be delivered to us by no later than this Wednesday. Upon reviewing the new contract, we noticed that the ordered items had a backorder symbol. We asked the salesperson if they were on backorder and we were told that the furniture would be delivered. When the manager was questioned if the items were on back order, he only stated that he had already spent a lot of time, energy and manpower on this issue and if he tried to explain to us what he had to do it would only confuse us. He never offered an apology for an error they caused and the inconvenience they brought upon us but rather seemed more annoyed that he had to do additional work to remedy the situation, offer an amicable resolution and provide reasonable customer satisfaction

Business

Response:

I finally got a response from the store manager regarding below case. Customer received all product on 4/1/15. The store will be sending out $200 in gift cards due to the overall experience.

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.

Review: I was given a four hour window for delivery, 2:45pm to 6:45pm on 5/14/14. At 7:35 pm, I called the Ashley Store to inquire about my delivery, and received a very condescending response from the female who answered the phone stating, "the 4 hour window is really a courtesy. . ." I asked to speak to [redacted]. After about 5 minutes on hold, I was advised that "[redacted] would call me back. At 7:47 pm I received a call from Jeff, an Ashley representative who said that he agreed that I was not being unreasonable, but he had spoken to the delivery driver, and they were 10-15 minutes away. The furniture did not arrive until 8:26pm, almost 2 hours past their window for delivery. The driver apologized several times. I explained that I had to give away tickets to a movie because I was waiting for this delivery. Another gentleman stated that if I called and complained that I would get a coupon. I explained that I wanted my delivery fee refunded to me. After they left, I opened the 5 piece accessory set that I purchased to find it broken.Desired Settlement: I want my $125.99 delivery fee refunded to me.

Business

Response:

Review: We purchased a bed on 9/5/14, the delivery was schedule for 9/9/14. Order under [redacted]

On 9/9/14, the bed was delivered with two clearly visible dents, cracked paint all around the left side, foot board, and right side of the bed, the left side drawer was broken, the right side drawer had visible "marker" touch up marks to cover up DAMAGES. We feel deceive as the damaged was purposely concealed by Ashley's. We informed the delivery crew that we were concerned about accepting the product with all those visible defects, however they had already obtained a signature form us and said to call the store and request a pick up and that Ashley's would issue a refund. Soon after the delivery crew left, we took close up pictures and called customer service.

9/9 5PM Called Ashley’s store was asked to call customer care ###-###-####.

9/9 5:10 PM called customer care, spoke to [redacted]. She took down information on bed and recommended a replacement. I told her I did not want a replacement, I wanted to have the defective product picked up and have our account credited (refund). [redacted] said she would call me back the following day after discussing with her manager.

9/10 11:24 AM Called customer care ###-###-#### as I did not get a returned call from [redacted]. Spoke to [redacted], had to explain my entire situation again. [redacted] requested photos; once photos are reviewed she would call me back. Sent photos by text at 11:53 am to [redacted] as requested by [redacted]. I never received a call back from [redacted].

9/10 12:38 PM called customer care back, spoke to Shelly, she confirmed receipt of photos. She agreed that the furniture was defective. She could not authorize a return as we signed to furniture upon deliver. I explained to her that we were deceived as the product was obviously defective when it was delivered with the obvious dents and touch ups. The drawer damage was purposely concealed with the “sharpie marker” touch ups and that I was very dissatisfied and did not want to get a replacement. She said I had to speak with the store about the return.

9/10 1:06 PM, called the store at [redacted] (33 mins.) spoke to a gentleman, explained my situation ALL over again. He said I needed to speak to a manger, transferred the call to [redacted] (customer service Manager). I then, AGAIN, explained my situation all over again. Told her customer care agreed I was delivered defective furniture, I did not want a replacement, I want Ashley’s to pick it up and refund our acct. She told me only the [redacted] can approve that and she would have to speak to him([redacted]) and call me back the same day.

9/10 6 PM, called the store back and asked to speak to [redacted] as she had not returned my call. [redacted] (sales rep) told me [redacted] was out to lunch and would be back in 25 minutes. I waited for her call, [redacted] never called me back.

9/11 10:38 AM Called the store again, spoke with [redacted], I told her [redacted] never returned my call as promise yesterday and that I urgently needed to speak to a manager. To my surprise I was informed by [redacted] that there was no [redacted] in until Saturday. [redacted] was not in either and would not be in until Saturday 9/13. [redacted] tried to locate my paperwork to show the store supervisor but was unsuccessful locating it and said that the [redacted] had it. She also recalled [redacted] and [redacted] discussing my situations the prior evening and was not sure why [redacted] did not return my call. She apologized for the inconvenience but said I need to wait till Saturday to speak with [redacted] or [redacted].

9/11 1:27 PM Called the store again, [redacted] answered, I asked to speak with [redacted], sales associate that sold us the bed, to see if she can escalate this to someone higher. [redacted] paged her twice however [redacted] never took my call, I was on hold for 15 minutes.

9/13 - Saturday came by and waited till noon for a call back from a [redacted]. I called the store and asked to speak to [redacted] but was informed that she would not be in till 1:30 pm and that she would call me as soon as she was in.

9/13 - 3:25 PM I called the store again as [redacted] had not returned my call, she placed me on hold for 15 minutes and finally [redacted] came to the line. She stated they could not authorize a return. Never apologized for having me chase them for the past five days.

I am so dissatisfied with the lack of customer service that Ashley has provided. I do not want to do business with them and would NEVER recommend them to anyone for being so dishonest! The furniture was financed by Ashley's, so we just want the furniture to be picked up by Ashley's and void the sale.Desired Settlement: We want the Defective furniture picked up by Ashley's and our account credited to bring it to Zero balance as the furniture was Financed and no payments have been made.

Business

Response:

Review: My 85 yo mother was talked into buying a chair, it was never disclosed once the chair was received there was no refund.She was told it could be return

My 85 year old mother bought 2 loveseats at Ashley furniture in [redacted] at 9 PM on 6/19/14. I showed my mom a chair that may look good in her house and she was not sure about the chair. The sales person [redacted] talked my mother into buying a chair to add to her order and was told that it was returnable within 30 days if she was not happy. My mom was hesitate but was told it would be OK. Then she sent my mom away to the car while she filled out the order. The manager came to adjust the price for the item as well. We were never told that the chair was not returnable. The paperwork was signed by me and not her. I asked for copies of what I signed but was told I could come back and get a copy. But working full time and taking care of my parents with dementia made it tough to get back to the store immediately. The store was in a hurry as it was closing and the employees just wanted to leave. Once the chair was delivered on 6/22/14 at 11 a.m. we asked the delivery man if the chair was returnable and he told us ''yes'', call the sales person and ask for a credit and they will have some come out and pick it up. It would not be a problem at all. I called on Monday 6/23 and Tuesday 6/24 and I was told it was not returnable. No one would help me. I talked to a manager and after a 45 minute conversation, he wanted to charge me $60 to pick up the chair and then she would have the rest on credit. After more decision, he took away my $50 credit and gave us a $344 (The price of the chair credit). But again re just wanted our money back. We were never told about the no refund policy and I feel Ashley furniture has been dishonest and did not disclose the full agreement at the time of purchase.

They have taken advantage of an 85 year old lady with dementia and I would like to report them for dishonesty. All I want is my mom's money back. No credit, just a return like we were promised. I was one the phone with many managers and no one was helpful. Very dishonest store!!! I understand there was something written on the back but it was in small print and not readable. For my mom it should have been read to her and told to her upfront. This store was bad experience.

The chair was [redacted] Accent Chair 318.99 + 8% = $344.50. The order number [redacted] and payment method was Credit Card.

I called customer service and they could do nothing for me, I am hoping you will be able to resolve this and get us our money back. The total order came to $2790.22. I am looking to take this to court if you are unable to get us our money back and take to the internet to get this resolved. I am hoping you will help my mother.Desired Settlement: Request for a refund o my mothers credit card in the amount of the purchase. - The chair was [redacted] Accent Chair 318.99 + 8% = $344.50. The order number [redacted] and payment method was Credit Card.

Consumer

Response:

On Mon, Jul 14, 2014 at 2:22 PM, [redacted] wrote:

Revdex.com,

Review: Dec. 28th 2013 I purchased a $1200.00 kitchen table/chairs from sales woman [redacted].This was the first time I have ever been to Ashley Furniture.

After my purchase I left the store and went home. I was called by Ashley Furniture and asked to return because they messed up my receipt and needed me to sign a new receipt. I said ok, no problem.

When it came time for my furniture to be delivered the guys delivering it never showed up during the slotted time. I called and we had to reschedule for another day/time. When they showed up in my condo complex they stopped in the middle of the road and put the furniture together in the street. As they unwrapped the furniture pieces they left the trash in the street. It was a little windy outside so the trash blew down the street. I picked it up and as I was running down the street to catch the trash flying all over, they allowed more to keep blowing away. The entire time they put the furniture together I was chasing trash in the street from them. When the furniture was assembled and they carried it into my dining area, I noticed a [redacted] inside the cupboard instead of on the outside. The guys didn't speak any English so I asked them in Spanish why the [redacted] was inside and not outside and they said I would need to contact Ashley Furniture. I then noticed the matching cupboard was missing a [redacted] so my guess is they put the other one on wrong so I wouldn't notice it was missing. I contacted Ashley furniture and after calling at least 6 times I was finally mailed the missing [redacted] months later. I now just noticed one of the dining chairs is cracked. It looks as if someone tried to glue it after cracking it. No one has even sat in the chair since I bought it and there is no way it could have been cracked and glued in my house.Desired Settlement: I would like the chair replaced. This set was not cheap and I should not have to have defective furniture for what I paid.

Business

Response:

I purchased a couch, love seat, and ottoman from Ashley Furniture. Before the one year warranty on my furniture had terminated, the seams on the cushions of the furniture were tearing away. After trying to get in contact with customer service numerous times, I was finally able to get a hold of someone after waiting 30 to 40 minutes in the phone. The representatives were rude and rushed me to get off the phone. They proceeded to send me replacement parts but did not send all the parts. When the first worker came to replace the parts, he realized that the entire order had not been shipped. Once again, I had to call and tell them to send the rest of the parts, of which I remained on the phone for 30 to 40 minutes just to talk to someone. When they sent a second person to replace the furniture parts, the worker came without tools just to tell me that the company had scheduled the work for 30 minutes but in actuality about 3 hours of labor was required. Therefore, the worker did not do anything but came all the way to tell me that the work could not be done and that I had to call in and reschedule again. This would be the fourth time. It is evident that both the customer service and the independent workers who come to fix the products are incompetent and just wasting people's time. I am deeply disappointed in the service and will not consider shopping with this company again.

the company doing 9 percent sale taxes on your final payment and every time you make a payment my item was $1,300 total $1417.00 I have made 10 payment of $157 total $1570 and need to pay $1,000 to pay of so the item is $2,570 smh..

The weekend before Thanksgiving my husband and I purchased a dining set from Ashley Home Furniture in Montclair, CA.
The salesperson was great. No qualms about her service at all. Our problems began with the mis-delivery of our chairs. There were two delivery men, and was told they delivered our chairs to the wrong customer. After returning to his vehicle came back to explain the other customer would not return home until late in the evening, but would deliver my chairs personally. I was upset that my personal information was shared with someone else and the fact that they thought this was ok to send a stranger to my home. Nothing I can do after the fact. The customer phoned me he would be arriving with my chairs and I agreed to meet him at my home. He only brought two chairs. Called the delivery guy and confirmed it should have been 6 chairs not just two. I then loaded that customers' chairs into my personal vehicle and delivered them to his home and picked up my chairs. This was a complete hassle the night before Thanksgiving. Initially I was going to call and request my delivery fee be refunded due to the inconvenience. However on Thanksgiving day when we decided to expand the table and open the center leaf was broken. Cardboard and staples still underneath. Screws falling out and wood split. I called customer service to hold for an hour. I explained my current position and she made detailed notes and was going to contact the store manager to call me immediately. I never received a call. Instead I receive a call from dispatch asking if I received furniture as scheduled. I tell yet another person my dilemma. She too would contact the store and have someone contact me. Again nothing. No call. I call and ask for the manager and he agrees to schedule a pick up and apologizes for the mishap. This is THE WORST customer service I have ever experienced. I would never recommend Ashley Furniture to any of my friends or family. We spent good money here and have experienced nothing but a headache. Today was the day my furniture was supposed to be picked up. I received no phone call with a pick up window or confirmation. I call the store twice now to leave messages for the store manager. I am EXTREMELY disappointed with the whole experience. I will never shop here again.

Review: I purchased a bed from here and paid Ashley Furniture to deliver and assemble it. After sleeping on it for three nights, the whole bed collapsed to the floor in the middle of the night while asleep. The support beams gave out underneath. Clearly, the beams are not real wood (perhaps MDF board--almost a cardboard material)and were warped where the screws were put in. They gave in causing the slats that hold up the mattress to split in half--these must not be real wood either (which our saleswoman told us it was). This bed has a lot of defects. Also, the screws that were placed in the headboard and footboard split the wood (vinyl or laminate covered) on both. Ashley claims both on their website and in person that they are "committed to rigorous durability testing of their raw materials and finished products." When I took some of the broken bed pieces into the store, they were surprised at the quality of the warped wood and screws. They said they would talk to the story manager to try to get my money back. The general manager called me later to tell me the same thing...I can get the parts replaced or pick out a new bed. I do not want a new bed from this store. This is a safety issue and could have killed our dog that sleeps under our bed. We have babies at home and a bed that could collapse again is out of the question.

Product_Or_Service: King Demarlos Upholstered Panel BedDesired Settlement: DesiredSettlementID: Refund

I would like the entire cost of the bed, delivery, and set up of $810.89 refunded to me. I do not want to purchase another piece from this store after my experience of seeing what poor quality is.

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.