Ashley Furniture Homestore

Review: We purchased living room furniture in February of 2015. We didn't receive the rug we ordered and because of their inability to give us a firm shipping date, we chose to cancel the order. We also canceled the "Guardsman" service we signed up for when we purchased the furniture. We cancelled this BEFORE the order was delivered. It's now the end of May and we still haven't received our refund of over $250 from the cancellation of the rug order and the "Guardsman" service. I have called Ashley Furniture in Burbank and talked to them repeatedly over the last 4 months and have physically gone in to to speak to Dedre (the bookkeeper) twice. I also spoke to her on the phone. She assured me my refund check would be "expedited" three different times. I am still waiting for it and am so tired of this run around. Every time I go in or call they assure me the check is being "expedited" through the "home" office.Desired Settlement: I want my refund check ASAP. I have all the paperwork to back up my refund claim and so do they. This is really ridiculous, I've never dealt with such unprofessionalism and will NEVER shop for furniture there again. I have also told my friends about how terrible they are.

Business

Response:

Review: Bought furniture 5/7/15. Delivered damaged. sent two seperate service calls and a second delivery. Delivered damaged 2nd time on 8/18/2015. Couch so delivered wasnt even left. Called for full refund. Mr. [redacted] manager has been dodging my calls. Told me it would be taken care of today by 530pm. Have not heard a word.Desired Settlement: Full refund now.

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 working with the retail location, the store manager has agreed to pick up the items in question and will issue a refund once the items are successfully scanned into the warehouse. Should the customer have any further questions or concerns regarding this matter, it would be best handled by contacting the retail location. Regards,Ashley Furniture Industries, Inc.Corporate Office**

Review: I purchased several items from this store and have filed a complaint with the Revdex.com prior to this complaint. for some reason not disclosed to me I cannot retrieve said complaint. I purchased a kitchen table which I had several issues with and we complained to Ashley about it. they told us to wait and to bring up these issues at a later date which we did. they then told us that we had to go thru the insurance. which we did. after completing several forms repeatedly. They informed us that they will not honor the insurance we paid for. we contacted Ashely and they advised us there is nothing they can do. as far as I know We still have insurance that no one will cover and Ashley wouldn't fix it while it was still under warrantee. I am going to be paying for this less than stellar furniture for the next three years. I would appreciate. some sort of resolution to this. I also have a couple pillows on the sofa that need replacement. The seams are cheap and I feel they will only keep breaking. but I am so frustrated with this business. I don't want to step foot on their premises. Please can someone help me out. Thanks. I have such good results with a lot of their products. and I would have liked to still do business with them but it seems after my last purchase everything seemed to go down hill. and the insurance the force on you like they are doing you a favor turned out to only be a scam.Desired Settlement: I want someone to fix my kitchen table. And I would like My couch pillows fixed. or I want a replacement.

Business

Response:

Review: I went into Ashley Furniture to purchase 2 night stands to match a bedroom suite that I had previously purchased from them. After they checked the system, they informed me that the bedroom suite that they sold me is now discontinued & the salesman proceeded to help me find nightstands that would match. An order was placed for 2 nightstands & was delivered to my home, however, the night stands do not match my furniture. I contacted the store from where I made my purchase & was told that they cannot take back the 2 nightstands & exchange them for 2 more. They advised me to contact their corporate office at ###-###-#### & request to exchange them. I spoke with [redacted] at the corporate office & was told that I could not return or exchange the nightstands that their salesman helped me pick out to match something that I bought from them!Desired Settlement: I am not requesting my money back just an exchange for 2 more nightstands that will better match my bedroom suite that I purchased from them

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.

Review: WORST Experience EVER! We went into the store knowing exactly what we wanted to buy, they didnt have our mattress from the other Ashley store in stock anymore so we had to change it. FOUR HOURS LATER... [redacted] Store Manager [redacted] was RUDE! YELLING at his employees! We spent over $4400 allotting us a $500 gift card for [redacted] for a promotion they had going on. After we paid for the entire purchase [redacted] yelled at his employee "NO, THEY ARE NOT GETTING ONE:! He screamed at his employees, and argued with our sales girl , and in front of my son and I. He originally said we would be getting the gift card! And that it would help to compensate for the higher price we paid for a bed because they did not have the original mattress we had intended to buy. Our sales girl Angel had told him " Yes, I heard you tell them that too"! He upsold us a bed for $700 more than what we wanted to spend. We were told we were getting the cards to make up for the difference Then on completion of payment we were told "Congratulations" one of the shift leads said, you qualify for a $500 gift card. Well, we never got it or anything else with our purchase! We left very upset. I called [redacted] the next morning and he seemed to care less about how his manager treated us. All [redacted] wanted to do is argue with us. VERY UNPROFESSIONAL!!!!!!!!!!!!!!!!!!!!! Our Salesgirl was concerned after my wife walked out very upset that she followed her out to the car to see if she was ok. She said that what [redacted] did was not right and that she was a witness to what he said. We tried talking to [redacted] who basically told us from what he heard from [redacted] that we didnt qualify for the promotion after [redacted] said we did. This was an unethical business practice and we felt as if we were deceived into thinking that we were getting the promotion as well since he mentioned it. Our Salesgirl was excellent with customer service and very concerned. Very lovely person! The world needs more people like her!Desired Settlement: Gift card to [redacted] for $500 (from the promotion advertised) as promised! [redacted] needs to be reprimanded for yelling at his employees in front on customers and my minor child and my wife.

Business

Response:

Review: THE ASHLEY PRODUCT CALLED DURABLEND IS PEELING AND CRACKING WHEREVER A PERSON'S BODY TOUCHES IT. THE TOP LAYER OF RED "DURABLEND" IS LITERALLY MELTING AWAY. WE PURCHASED THE EXTENDED WARRANTY BUT WERE TOLD THIS ISSUE IS NOT COVERED UNDER THE EXTENDED WARRANTY. AFTER MANY, MANY PHONE CALLS AND EMAILS THEY FINALLY REFUNDED OUR WARRANTY PURCHASE. SINCE THEN THE CONDITION OF THE FURNITURE IS UNPRESENTABLE. A $1300 SET OF FURNITURE THAT WE THOUGHT WOULD BE THE LAST ONE WE WOULD NEED TO PURCHASE IS UNUSABLE AFTER ONLY 2 years.Desired Settlement: We would simply like a replacement, even if it is a lower priced set because we can't use the furniture as it is now. I realize that most of today's products are not made to last but this is ridiculous. They need to stop selling this inferior product to any other unsuspecting consumers.

Business

Response:

Hello,

Review: I purchased a living room set on or around 3/18/13 and I was told by the salesperson a couple of time that I was purchasing real leather even after my mom and myself especifacally ask him if the product was real or combine he told us it was REAL LEATHER also he explain the warranty sold to us by the name of GUARDSMAN completly wrong he told us the warranty will cover even ruptures done by us. not even a year pass by and the reclainers I bought start having mechanical problems also the leather was carcking and opening I call Guradmans inmediatley and the open a investigation that they closed by telling me I was sold a poor constructed product and that the warranty I paid was not going to cover, I proceed to call Ashley furniture and they made a appointment on 04/09/2014 wich they fail not once but twice at the third time of scheduling a appointemnt the inspector comes to the house and again in front of my mom and grandma reinforced what I was told by Guradsman and told us is a poorly constructed product. a week pass by and no answer from them I call corporate and the supervasor told me that there is nothing they could do since all their products are good, then she said to me after I ask her if she saw the pictures that she ask me to sent her, that she was going to call me back since she open the pictures and notice something wrong with the sofa. after that today is may 15 2014 everytime I call all the managers are on meetings and nobody returns my phone calls. in the meantime I purchased a poorly constructed living room set and also lied by the salesperson because I just found out this is not real leather is a durablend and I especifically told him that I was giving a living room set that I purchased at American Signature just a year ago to my sister and that was the reason to buying the new one and I wanted to be real leather and he told it was real leather and not to worry because I was BUYING THE GUARRANTEE. iTS REAL DESAPOINTING that my sister still have like brand new the one I gave her and this one with just not even a year with so many problems.Desired Settlement: I will love for Ashley furniture to replace the product since I was told by Guardsman and the Inspector that I purchased a poorly constructed product.

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 account, we would like to offer the customer a reselection or in-store credit for the amount she paid on the loveseat and the sofa. The customer has been notified and is aware of awaiting credit at the homestore.

WARNING: ASHLEY FURNITURE HOME STORE (AFH) IS A COMPLETE AND UTTER JOKE! SAVE YOUR TIME AND MONEY BY SHOPPING SOMEWHERE ELSE!
This is my experience from HELL.
First and foremost, I will give credit where it is due. Our salesman was fantastic. He was attentive, helpful, and personable. He should work for company that reflects his work ethic because AFH certainly does not. In May 2015, we paid AFH in Sarasota, Florida, to furnish almost every room of our new home. Our grand total was approximately $14,000; We paid $12,000+ upfront , and financed the rest. Once we put in the order, and established a delivery date, we learned that a few items might not be available at the time that the majority of the items would be. We didn’t see that as too much of a problem, and decided that we would schedule delivery after ALL of the items were available, which would be on June 2nd. At that time, we made a decision that we would make June 4th our move in date since we ordered new bedroom sets, and were getting rid of our other ones, and would need a place to sleep. We gave our landlord an official move out date, and scheduled the power to be turned off at the rental property, hired our moving company, and commenced with the moving out process. After much anticipation and excitement, we were finally moving to the house we waited months for to be built. On June 2nd, we received a call from AFH letting us know that there was a discrepancy in our order, and our love-seat and end tables might not be delivered. We didn’t like it, but we didn’t see too much of an issue and agreed that we would accept delivery for another date on those items. On June 3rd, we received a call from AFH now letting us know that there might be issues with the mattresses we ordered, and they might not be delivered on June 4th. We explained to them that was not acceptable and we did not agree with this. We demanded that the issue be solved and the mattresses be delivered on time. They said that they would do everything that they could to make sure we received them. They explained that they should be in the warehouse on the date of delivery, but just didn’t know what time and should be able to be delivered, but just wanted us to know in case they couldn’t be. On June 4th, the delivery drivers arrived with our furniture. They began to assemble the items out of their truck, and bring them in piece by piece. Everything appeared to be going smoothly. They assembled the bedroom furniture for both our master bedroom and our son’s, brought in dressers, office desk, bookcases, kitchen tables, chairs, barstools, entertainment center, and the sofa. Everything appeared to be going as normal. They started bringing in our box springs, and then our king size mattress. After that, the driver started to prepare the paperwork for me to sign. I explained to him that there was a full size mattress missing, and told him about the missing love-seat and end tables and how we were aware of them being delivered on another date. He looked at me like I was insane. He provided me with an itemized receipt, and told me to check it over. I pointed out the missing items. He really had nothing to say about it, and told us to get with the store. In the meantime, all the shelves to our new $3,000.00 entertainment center were laying on a blanket they had laid in the middle of my living room. As he started to leave, we asked him about finishing the job, and putting the shelves in. He advised that it was up to the customer to do, and directed me to little bags of pegs that he left sprawled all over the top of the entertainment center, and then they left. Upon his departure, I started to assemble the shelves, and ran out of pegs. They didn’t provide enough for me to put up all the shelves. Angered, I went through my house, and looked over the other furniture. I was VERY disappointed with what I found next. For our home office, we purchased two book shelves (about $400 a piece). On the inside of the top left corner of each bookcase, a very large ‘warning’ sticker (about 8 inches long, and 3 inches wide) was stuck to them. It appeared that someone tried to peel one off, and couldn’t, so they just left it. They are a complete eye sore. On each piece of furniture, there was an advertisement hanging from it by a string that was tied in a knot: a real pain in the [redacted] to remove; Upon removing them, I discovered that all the furniture was made in China; yet another disappointment. At that time, we decided to call the store to voice our disappointment and find out exactly when the mattress for our son’s room would be delivered. Upon calling the store, we were told that they had no answer on the mattress and it was due in the warehouse today. We also expressed our dissatisfaction on the entertainment center situation, and the horrendous stickers on the bookcases. The representative we spoke with did everything in her power to try to rectify the situation, but unfortunately, her voice only went so far. As a result, we received a call from another representative claiming to be some sort of manager, from another location. Talking to him was a complete waste of time. He had no solutions about the mattress and the bookcases. He called the representative at our store and told her that our only concern was the missing pegs, and to have some mailed to us. She was confused and explained to him that was not our only concern. After growing frustrated with him, she decided to schedule a ‘technician’ to come to our house and fix the issues. She was hopeful that she would be able to get him to our home that same day. Unfortunately, that did not happen. An appointment has been scheduled for him to come on Wednesday, June 10th. We still don’t have a time frame; He will “call when he’s on the way”, which is a huge inconvenience for working people. Furthermore, thanks to Mattress Firm, and their amazing customer service, and quick turn-around time, my son has a mattress to sleep on. After several phone conversations with AFH on the mattress, we still couldn’t get an answer, so we gave up. Unfortunately, his first night in our brand new home, he had to sleep on his floor. We have started the ‘process’ of getting a refund on the mattress, which can take up to ‘2-4 weeks.’ As of today, we still have a blanket of shelves lying on our living room floor, bookcases with atrocious stickers, and no love-seat and end tables. Thanks Ashley Furniture Home Store for ruining what should’ve been one of the most exciting, monumental days of our lives. As if building a house, and all that comes with it isn’t stressful enough.

Review: Purchased an Ashley Sleep brand mattress from the Ashley Furniture Homestore in [redacted]. on 04/2013. Extremely dissatisfied with the mattress after spending two nights sleeping on it. The mattress has virtually no support in the main layer of memory foam and sunked down. I suspect either the one I received was defective, or perhaps is not the same quality of the showroom model we tested. The salesperson assured me that the Ashley Sleep/Ashley Furniture Homestore return/exchange policy was to "make sure the customer is happy with our product". I literally cannot sleep on this mattress due to it's lack of support. I have had two poor nights of sleep with a lower back ache immediately upon awaking. For my physical well-being, I cannot sleep on the mattress. After expressing concern to the location where I purchased the mattress, the store sent a technician on 05/2013. The technician findings was it was not defective and it is 3/4 inch impression/depression. He told me that it has to be 1 1/2 inch impression/depression to consider the mattress defective. How can he calculate the mattress's impression/depression and all the technician did was look at the mattress? I called the store back and they told me about the findings. They told me to try it for 8 months and then to call the Sealy Posturepedic ###-###-####. I had purchased an extended warranty for this mattress to Sealy Posturepedic. Today 01/28/14, I called Ashley Furniture and ask them to replace this mattress that I purchase from them since I have an extended warranty. They are sending a technician on 02/07/14 to again measure the mattress impression/depression. My claim number is 128711. I spoke with Josh employee ID #[redacted].

Their actual written policy is that there are no exchanges of a mattress unless there is a problem that falls under the warranty. They believe that there is no issue with the mattress itself, and that I should attempt to adjust to sleeping on it for a minimum of 8 months. After I explained that I did not agree with this 8 months trial and I physically could not sacrifice my health for 8 months on the mattress, they refused my request for an immediate exchange. This in my opinion goes against a policy that ensures the customer is happy. I now am forced to sleep and suffer on this terrible ( possibly defective ) mattress that has affected my physical well-being for 8 months, or sleep on my couch/floor/etc. I am extremely dissatisfied with Ashley Furniture Homestore and Ashley Sleep brand mattress. They have no return/sleep comfort guarantee on their own mattress brand. Most reputable mattress brands offer a sleep comfort guarantee and back their product. The staff at this independently owned location informed me that the mattress was not defective and I cannot not exchange the mattress at all. That is contradicting in itself, but my main complaint is that I was verbally told that their "policy" is to ensure the customer is happy. I believe it would be fair for this brand/retailer to back their product with 100% satisfaction like most reputable mattress manufacturers do. I also wish that the retailer cared enough about my specific problem/issue with the mattress, that they would be willing to do as they say and honor their "make the customer happy" policy and exchange the mattress as quickly as possible. I understand the importance of ensuring a customers satisfaction. If they are satisfied with the product and service, they will be sure to return for more business. If they are not satisfied, they surely will not return, and probably not recommend the business to anyone they know.

Desired Settlement: I would like to exchange the mattress for a new and firm model as possible so that I do not have to be sleeping on a sunken bed.

Business

Response:

Date: 1/30/14

Horrible. Will never shop there again. Spent over $4k and wife bought a $300 recliner when I was out of town and it was leather and I wanted to return and they refused because of 30 day expired. Chair still has tags on it and not sat on. I wanted to buy another chair at their store that was a different fabric and have them deliver and return other chair. Horrible experience and rude response to my request. Horrible.

Review: I have a kitchen table and a leaf to go with bought it in Sept. 2015 and the table buckling and the table you cannot even put in the table because it is warp. I call the Rockford location and I called for service on 3/16/2016 and not one came out. Sat home all day too. They said that I cancelled the appt. that is a lie. So not the customer service told me to take pictures and she will look into it. Well that was on the 16th and still no reply The girls name was [redacted] I sent her 4 pictures. If I do not hear from some by the end of the day. I am going to pack the kitchen set up and stand in front of your store and show customers what kind of product you have and that you do not stand behind it. With the store I was not able to talk to a store manager much to busy for me. This is the second time calling for one. I will NEVER go to or tell anyone about Ashley furniture. TERRIBLEDesired Settlement: take it back to the store get my hard earn money back

Business

Response:

Good Morning,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 show this customer received a refund of the table and chairs on 3/23/16 and a refund of their delivery fee and protection plan on 4/8/16.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Review: on 06/01/2013 I purchased a SIMMONS mattress & boxspring the sales rep told me about this set how good and firm it was and how it would last a good long time well not only was that a lie turns out it was one of the mattress set that was there lowest of qulity set so first off I was misinformed, now since that date I have had to have the mattress replaced on 2 different ocassions and now I need another new one I have called for customer service and there repair man came out to the house and tole me after the second one that if he was me he would not buy a simmons mattess again and that this mattress was there lowest in quality !!! so I went back to the store of which I had bough a lot of furniture from and I had several problems with all that furniture but thats another story in this case the store manager said all he could do was to send another one out or bumb me up to an upgrade for another $400.00 at that point I called customer service at the 1-800 # only for them to tell me they could not send another mattress out to me of the same kind becuase they are haveing to many problems with this pertucular mattress !!! so I call the store again and they still refuse to exchange with me for the mattress I want and at an even exchange for all the hassel I have been through ! all the 2 managers at the [redacted] store are willing to do is to get me to spend more money and now they said to me they would over ride customer service and send me another mattress same model of which the comapnany says in no good at all and should not be sold ! I have never seen such POOR CUSTOMER SERVICE TO A LOYAL CUSTOMER IN MY LIFE !!!!! the worst !!!

Product_Or_Service: MATTRESS & BOXSPRING

Order_Number: 500764090

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

at this point after being called by several managers trying to get me to spend more money and not willing to help and even worse trying to over ride there own customer service and send me another sub par mattress that they no will not work I do not want anything from ASHLEY FURNITURE STORE AGAIN I WANT MY MONEY BACK SO I CAN GO BUY A GOOD BED OF WHICH I CAN SLEEP ON !!!!!!!!!! CASH REFUND OF ALL THAT I HAVE SPENT FOR THE MATTRESS & BOXSPRING PL

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 account with the store, the customer was offered an upgrade to the next level mattress for no charge but unfortunately the customer was asking for a mattress that was much more expensive than what he paid for the mattress in question. We are willing to either exchange the mattress or allow the next level upgrade, but per our terms and conditions of all sales being final, we are unable to offer the customer a refund of the mattress and box spring.

Ashley Furniture decided to give me a refund however I'm told this will take 5-10 business days.I made a purchase on June 2nd. I was told the bed would be available for pick up on June 11th but I could call on the 8th to see if available. When I called the warehouse on the 8th, they were showing my account was closed and seemed to be confused. I was told we'll have the store Manager call you. When the store manager called me on the 8th, she seemed to be confused as well and some how my order appeared to be a floor purchase which made no sense to me because why would I purchase merchandise off the floor for full price. She further explained she would have to speak with my sales guy who wrote the order up but he wouldn't be in until the 9th. She also explained she would call me back that Friday (10th) which didn't make sense to me because he would be back on the 9th. The store manager did call me back on Friday however she called to say we'll be giving you a refund and wanted to know my credit card expiration date. The problem I have with this, I was told I'll have to wait 5-10 business days. I advised her this will not work because I still need to purchase a bed ASAP for my son. I asked for a cash refund, I was told we cant do that because we don't keep that much cash in the store, I then asked for a check refund and was told that would take up to 14 days. As of now there's no refund and I don't even know what happened. I guess the sales guy [redacted] messed the order up. This has been the worse experience for me because I now have money tied up for 10 days and had to use other resources to still purchase a bed for my son. This was a major waste of my time and efforts. I don't understand why my refund has to be held up, but when I made the purchase they received their money the same day. This seems to be bad business to me and a major inconvenience. I'm looking for a resolution ASAP not 5-10 business days.Desired SettlementI need my refund before 5-10 business daysBusiness Response ID- XXXXXXXXXXThank you for contacting Ashley Furniture and making us aware of Ms. [redacted] situation. We are very sorry for all the troubles we have caused Ms. [redacted] and her family. We have researched the refund and it was processed on 6-10-16 (see attached screenshot)Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)They may have processed the refund on 6/10 however the funds were not available until 6/14/16. Either way, I was able to purchase another bed and I received my funds before 5-10 days, so I'm OK but will never forget the Ashley Home store Experience.Thank you.

This is a complaint about a purchase at the following store. April 10, 2016Ashley Furniture Homestore[redacted] XXXXXI purchased a sleeper sofa from Ashley Furniture HomeStore in December 2015. When the sofa was delivered we were unable to use it because the cushions would sink down into the sofa bed and would have to be pulled up. I called the [redacted] and reported the problem with the cushions. We were sent more cushions, but that didn't solve the problem. We noticed a piece of wood hanging from under the sofa. When we checked under the sofa we discovered that the frame was broken. The sofa was defective when it was delivered to us. I reported the problem to the manager at the Southaven store. He told me the store couldn't do anything, it had to go the Guest Response Team. He sent an email to someone at the Guest Response Team about the problem. I didn't get a response about the email. I called the Guest Response Team on February 3, 2016 to ask for an even exchange since the sofa was defective when it was delivered to us. On February 11, a technician came to repair the sofa and took pictures. I made calls to the Guest Response Team to see when the sofa would be picked up for repairs on the following dates: February 11, 12, 18, 19, 20, 23, and 24. On February 26, the sofa was picked up to be repaired. On March 1, I received an email stating that a home delivery would be made on March 4. The sofa was not delivered and I received no communication as to why it was not delivered or when it would be delivered. I called the Guest Response Team on the following dates March 5, 9, 11, 14, 15, 16, and 23. The sofa was delivered on March 23. We didn't accept the sofa because screws had been put in the wood on the left side to mount the frame and the wood was chipping below the screws. The wood on the right side had started chipping. There was a tear in the fabric in the back of the sofa that wasn't there when it was picked up on February 26. On March 24, I called the salesperson that sold me the sofa to ask if he could help me get an even exchange. He sent an email to their corporate office about the sofa. A lady called me stating the sofa would have to be returned to us for us to inspect it and take pictures. She had pictures of the sofa when the technician inspected it on February 11. She stated if we are not satisfied with the repairs let the Guest Response Team know and they will send a technician to make further repairs. She told me she would not request an exchange unless the sofa can't be repaired. As of April 6, 2016 we hadn't heard anything about the sofa. On April 6, I talked with a lady at the company's [redacted] and she told me she would report it to business to business contact. On April 9, 2016, the sofa was delivered to us and we didn't accept it because it was not repaired and looked worse than it did before it was picked up because of being transported so many times. I purchased a new sofa and I shouldn't have to accept a product that has been repeatedly repaired. I have been very inconvenience by not having a sofa in my home for guest to sit on. I am unhappy about the poor customer service I have received and for paying monthly for something I don't have.To resolve this issue I would like an even exchange on the sofa because it was defective when it was delivered to us or a refund. I should also be compensated for my inconvenience. Thanking you in advance for your help to resolve this matter.[redacted] XXXXXXXX-XXX-XXXXBusiness Response Thank you for contacting Ashley Furniture and making us aware of Ms. [redacted]'s situation. Our guest response team has been in contact with Ms. [redacted] and working on resolving her situation. We are scheduled to pickup her sofa for in shop repair on May 11th.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The information Ashley Furniture Homestore gave you was incorrect. I didn't have the sofa in my home on May 11th. Ashley delivered the sofa they have had in their possession since they picked it up from my home on February 26, 2016. I didn't accept the sofa that was delivered on May 11th. It had not been repaired and looked terrible. On Friday, May 13 at 4:33 pm I received a call from a young lady at Ashley. She told me they had approved an even exchange on the sofa, but she couldn't tell me when the new sofa would be delivered. She is suppose to call me back this week. I will contact you when I receive the sofa. Please don't close the complaint until I have received the sofa and I am satisfied with the exchange. I would also like to be compensated for my inconvenience. Thank you very much for your assistance.

Review: I purchased a Dining Table 5-30-16. Delivery was suppose to be on 6-6-16. Storm Colin hit the Tampa Bay area that day and my order was cancel. You would think someone would call and let me know, wrong, after about 3 or 4 calls someone told be about the cancelation. Five days later I finally get my dining set with four chairs. I had to sent two chairs back for poor quality. In the process of the day I sat down and started to check the dining table. To my surprise the Dining Table was made of a Formica Top. I would had never purchase this table had I known about the material used. No one said anything about the Formica top at Ashley Furniture, it would have been nice to have that information. I called Ashley Furniture in Brandon, Fla. and ask to talk to a supervisor. The representative said no supervisor was available and that he could handle my complaint. I told him I was not happy about this situation , but proceeded to explain I wanted to returned the dinette set because I was not happy with what I received. He said that no return was possible because I had already accepted the table. I took this as poor customer relation. I have filed a complaint with the credit card company and I'm filing a complaint against Ashley Homestore in Brandon, Fla. I never thought I would be treated so badly, I hope someone can resolved this complaint.

Thank You

[redacted]Desired Settlement: To return Dinette set and be credited for the purchase.

Business

Response:

Good Morning,Thank you for contacting Ashley Furniture Industries,Inc. We appreciate that you have notified us regarding [redacted] 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 reached out to upper management to have this matter resolved. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

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: Bait and Switch Tactics, Unwanted Credit Card, False Advertising, Manager Incompetence

My husband and I have seperate complaints. Mine is the following: I spend three days in this Ashley store picking out furniture. Day one, we decided on a sectional priced at $1999 also during their 10% & 69 mo intrest free promotion. We explained we definetly wanted this piece with the financing promo and discount. The salesman wrote all the specs down to process the next day as they were closing. Day two we came back with measurements to look at other furniture for another room. The two peices we wanted were not available for 6 + weeks, so I needed to measure again for different peices. We again talked about the section we wanted and the salesman suggested that I get my financing done that day to lock in my intrest free promo. I did this and was approved for $6500. They were closing, so Day 3 we came back and decided on the other furniture peices including a sofa, tables, and chairs in addition to the section we picked on Day 1. As we go to checkout, he tells us that if we wait until thursday we can get 25% off and not just 10% off. I said that I wanted the 69 months intrest free as well though. He said that the next promo is 25% off but only 30 mo interest free. I said I didn't want that one, that we wanted to purcahse everything. Once he ran the numbers something was wrong. He quoted the sectional without the 10% discount. We asked about it, and he said that it is a manager's special and he can't give us any discount on that peice. I said that is unacceptable, he's known about this the entire time and even got the financing for it with this in mind. He said he'd check with the manager. He came back saying that the manager said not only can they not give us the 10% discount, but it also isn't able to be financed at 69 months because of it being a manager's special. Obviously, I was furious at the fact that A. I spent all this time for no reason, B. My credit was run unwanted given the situation, C. This is wrong on so many levels from an ethical standpoint and legal standpoint, with bait and switch and false advertising issues.

My husband has additional complaints, as he is upset with how the situation has escalated and handled with complete incompetence after this event. He spoke to the customer service center, and the Regional Manager offered to handle the situation by accepting competitor pricing and interest free financing for 24 months. He told him to give the quote to the GM and they would handle it. However, when he send the information to the GM, they said that those prices are really good, they don't want to price match anymore and we should just go with the competitor. So, again a complete waste of time and energy with false promises from management.Desired Settlement: The only resolution would have been to honor the Regional Manager's initial resolution offer of price matching in addition to 24 months interest free financing. However, at this point I have no desire to give my money to such an unethical business owner. I will be working with your competitor. What I want is for you to contact the GE credit card opened in my name and inform them that this credit was opened under false promises and needs to be processed accordingly. I want this credit to be c

Business

Response:

My husband and I decided that it was time for a new set of couches for the new happenings that were about to happen, having our first baby. It was tax free weekend in August 2014 that my sister and I went all over Kennesaw to every furniture store trying out and exploring couch after couch. I ended up liking a couch at Ashley Furniture Homestore in Kennesaw and told my husband to come on down from Rydal, Georgia, which is 45- 60 minutes north of Kennesaw, to come and check out this couch for possible purchase. We both agreed upon the couch and purchased that day.
We were set up for delivery and were told it may take about 2 weeks for delivery because of how far away we lived, but that we would have a phone call the next day to try and see if they could rush the delivery for 1 week since I was expecting our baby in the next 3-4 weeks. We waited the next day until after 5 pm with no phone call. We had to call the Kennesaw store ourselves and were told it was a no go, see you in 2 weeks and that was that.
Two weeks on a Friday we received the confirmation call for delivery. Truck pulls in at 8:30 am Friday, August 15, 2014 and proceeds to unload the 4 piece sectional couch and a 2 person reclining chair off of the truck. I was shocked when they were unloading that they not wrapped in any sort of plastic or a moving cloth of any sort. I had the room living room cleaned out as requested by the store and even had the carpets steam cleaned and vacuumed in preparation for the delivery. The men came in and put the couch together IN THE MIDDLE OF THE LIVING ROOM! One of the delivery men took photos of the couch and 2 person recliner on his iPad and had me sign the iPad to confirm delivery. After tracking in dirt, mud and grass all over my cleaned carpets he never said a word or batted an eye to ask if I, being an almost 9 months pregnant woman, was satisfied with the position or with the couches in general. He said have a good day and walked out the door.
Having to wait all day on my husband to get home to try and maneuver this 4 piece sectional to try and fit the new addition into our limited spaced living room, we came to realize that we may have made a mistake with purchasing this particular type of couch and needed to possibly return or exchange for something smaller. When I was looking over the couches myself I also took my own photos of the couch and chair and I rubbed the couch and noticed saw dust between the cushions... We called Ashley Furniture Homestore that same night as they were delivered and explained our mistake and asked what was the return or exchange policy, as there was nothing listed of any piece of paper work that was given to us the day of purchase. The woman over the phone tells us that THEY DO NOT HAVE ANY type of return policy and with any kind of situation like this it is under the general managers discretion as to what is to be done and that he would not be available until the next day at 11 am.
We drive down to Kennesaw first thing the next morning and meet personally with the [redacted], the general manager, and explain the situation and our misjudgment on our limited spacing issue. The general manager grants us the permission to pick out a different couch and approves for the exchange. When we ask what the delivery turnaround would be they tell us it would be another 2 weeks. My husband and I both begin to panic because not only am I due any time at this point to deliver our baby but our entire living room is completely dismantled with the 4 piece couch, 2 person chair and our already existing sofa and love seat packed into our living room and flooding into our dinning room. We already know that we would have to pay the delivery fee and so we asked and begged if there was any way that would could pay a little extra to have this resolved faster then 2 weeks. No, no, no, no is all we kept hearing. Finally my husband asked if he could just bring the couches himself. [redacted], from the store, finally said sure, if you want to drive them to Jonesboro on Tuesday. We said done!
Our family business is in cattle farming and so we had plenty of trailers to use to haul these huge pieces back. My husband took that Wednesday off from work to clean, soap, scrub and power wash the fully enclosed,16 ft stock trailer out and carefully placed every piece of furniture, COVERED WITH SHEETS, into the trailer, which was more then what they were covered in when they were delivered to our house 4 days prior. He drove 2 hours south to the Ashley Furniture Warehouse which was actually in Union City instead of Jonesboro like we were told, and he was denied the ability to drop off and exchange the sectional and chair for the sofa and love seat that was waiting for him to pick up because he pulled up in with a truck with the furniture in an animal stock trailer. The man told him right off the bat that they would not take them back because they were not in a furniture trailer but a trailer used for animals. My husband showed him how clean the trailer was and how well wrapped and protected the couches were inside. The warehouse guys pulled the couches out and proceeded to look them over and said they would not accept them because a corner looks scuffed and the 2 person chair has a wave in the cushion like someone sat in it, it's considered used and damaged. For the record, not a single person had even sat on the 2 person chair the entire 4 days it was in our house, which tells me they delivered a USED chair to my house! My husband argued with them and even commented on how there was saw dust between the cushions upon delivery and the guy told my husband to look around, they sit in a warehouse... How professional? Then my husband was told to call the store because they would not accept anything.
We were then told by the store that same day that they would call for a repair, not sure what for, but that they would contact use to set up the appt within 24 hours. 24 hours come and go, no call. We then again have to call the store to ask what the deal is and we were told "oh it can take anywhere from 24- 72 hours for someone to contact you." Wednesday passes, then Thursday and before we know it is Sunday with no phone call from Ashley or the repair service. Monday, August 25th we contact the Ashley cooperate office and explain what happened. They tell us that they can not help us and that we have to contact the store. So we call the store and discuss this whole situation again. The general manager tried to work out something with us but later on that evening we receive a phone call from [redacted] that since we carried the couches in an animal trailer then his hands are tied because it was not a furniture trailer and the man at the warehouse said the couches were filthy and damaged. Even with photo evidence that the couches were shipped back covered and in the in the same condition that they we're when they were delivered to our home it has come down to our word against theirs. Obviously the customers will always loose.
So we have been disputing this with the Ashley Furniture store in Kennesaw, the Union City warehouse, with their cooperate office in Wisconsin, which they tell us that they can not help us and that we have to contact the store, and the financing company for a month now with no results. I am due with our baby any day and this constant battling back and forth has really taken it's toll and is very disheartening that I can not bring our baby home to a clean, and organized home but instead she gets to come home to a sectional couch and chair that is covered with sheets that no one can even sit or touch and our old sofa and love seat and other living room furniture strung between the living and dinning rooms.
I have never experienced such disrespect, utter neglect and I am taken back at the fact that they treat their customers this way and think they can keep a good name.
I have never been so upset, hurt and utterly dissatisfied with a HIGH NAME BRAND company in my entire life and I would never recommend using Ashley furniture for any reason for furniture.

Review: Bought my couch in 2010 with a 5 year warranty on a blended leather couch. a month after the warranty expired the seats started cracking. Called the store and at the time was told there was nothing they could do. Since then Channel 7 Eyewitness News had a story with similar issues. the claimant was issued a full refund. Called today and was told that they would give me a $205.00 credit. Not satisfied with the answer. When you spend the money on a consumable and try to take care of it it should last more than 5 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. We have left a message with the customer offering an "in store" credit in the amount of $506.00. Regards,Ashley Furniture Homestore - Corporate OfficeLH

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: I paid cash for a bedroom set in the amount of $4073.04, $199.99 being delivery charges on 4/11/16. I was promised delivery on 4/23, but when it came time to deliver, the box spring and bed rails were missing, so rescheduled for 4/30/16. They delivered on 4/30 but one of my night stands had two missing legs. They told me I would get them on 5/5 or 5/6 for which I haven't received. I call customer service, they say they will check and call me back and never call back. I called on 5/7 and was told that I wouldn't get them until 5/16 thereabouts. Also the store manager in Schaumburg, Mary said she would refund my delivery charges because of their mess up and I haven't seen or heard from anyone. She doesn't return my calls either. So, I'm taking the one table back to their store today, 5/7, and either they are going to give me legs off the floor model, or a total refund for the entire furniture for which I will pack up and take back to them. I've never been so disappointed and treated so rudely in all my 61 years. I paid cash up front, not financed, but cash and I can't even get good customer service. I get excuses, I get I'm sorry, but not services. I want them to give me my delivery refund immediately, and I'm considering filing a lawsuit against the store for my suffering and aggravation. Those night stands are 450.49 after the discount from $529.99 and I can't even get my bedroom fixed up the way I want it because I have a leaning night stand that I have propped up on books as if I bought furniture from a yard sale. Totally unacceptable. I also filed a complaint with their corporate office and I haven't heard anything from them either.Desired Settlement: I want my delivery charges refunded immediately in the amount of $199.99 and I want my legs delivered immediately, and for my aggravation, I want an additional 10% discounted off that night stand, consequently giving me back additional refund of $45.00 bringing my total refund to $245.00 rounded up.

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. The refund request was sent on 4/23, the customer paid with a check and refund will be in a check issued from the Corporate office. The customer should receive refund check within 2 weeks. The store has also issued another refund in the amount of $225.00 to resolve the night stand issue. Regards,Ashley Furniture Homestore - Corporate OfficeLH

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. I want to make note that I received the refund for the delivery fees in the amount of $199.99. Is this $225 additional funds to resolve my complaint? If so, I accept the resolution.

Regards,

Review: We purchased a set of leather furniture from Ashley about 7 years ago and liked it so much we purchased another exact set about 2 years ago to add to another space. The furniture started to peel after about a year and the company replaced the love seat covers and arm rest at no cost. Then about 6 months ago the couch started to do the exact same thing and I called and they said they couldn't do anything other then sell me new covers.. My complaint is that the 1st still looks great the second set is continuing to peel and look terrible.. This obviously is a manufacturing flaw and they don't care... At this point I will never buy from Ashley again..Desired Settlement: I would like the couch covers replaced or a complete new couch sent as a replacement.. Completly disappointed rumor was these are American made. I hope that is not the case

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.We would ask the customer to please send in photos of the damages being reported along with the serial number for the sofa. The customer may send photos in either text or email. The text phone number is ###-###-#### and email address is [redacted] We ask the customer to supply the following information in the subject line - SR742500 Attn. [redacted]. If the customer has any additional questions or concerns please have them call ###-###-####.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. Thanks for the follow up. The business just today delivered a new couch and we are 100% satisfied with the results.

Regards,