Ashley Furniture Homestore

Review: I bought a couch from Ashley Furniture Homestores, [redacted] along with furniture protection plan

I have protection plan for my sofa which clearly mention rip/tear/puncture are cover under that plan unfortunately I am not getting any positive response from them Guardsman as I was needed.

While purchasing my sofa Ashely's sales executive clearly mentioned all these are covered under that protection plan.

So here protection does not working so it would be better to cancel my protection plan and no point to keeping such useless protection plan.

After writing a email to Store Manager; Store Manager agree to refund my protection plan money and give me confirmation email almost 2 weeks ago from now.

Since then I am chasing store manager and every time store manager says ‘my office staff will contact you today and will do refund’ but unfortunately nobody contact me so far. I feel very disappointed as I have exchanged more than 15 emails to store manager but I haven’t heard anything.

Now I am looking to my refund back as store manager promised me.Desired Settlement: Now I am looking to my refund back as store manager promised me.

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 reached out to the customer as the refund of the protection plan was completed by the store on 4/17/2014.

Sincerely,

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.

Review: I purchased a new leather living room set. During delivery and set up I complained to the drivers about the defect on the sofa and another defect on the love seat. The delivery personnel assured me these defects would be corrected possibly delivery of replacement furniture. I called and lodged a complaint to the store. I was told a technician would be coming on the 5th of may. I visited the store soon after opening on 27 April,2016 and talked with the Manger. She assured me she would resolve the problem. I have invested $4,112,70 from my debit card on this furniture and a bedroom set owing a balance of $3,000 minus another $500 dollars I paid through bill pay on 3 May, 2016 . I am completely surprised at this horrific disregard by Ashley to attend to this matter in a timely and professional manner. The aforementioned items are unsatisfactory and replacement is warranted.Desired Settlement: Replacement of defective sofa and love seat.

Business

Response:

Date: 5/5/16

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. in regards to your situation. We take these matters very seriously and regret to hear of your dissatisfaction.

Upon review of the customer’s complaint we have reached out to the Ashley Furniture HomeStore where the customer had purchased their furniture. The HomeStore stated that they have already spoken to the customer today. The customer has a furniture technician scheduled to go to their home today and if the technician is unable to fix the furniture to the customer’s satisfaction they will be doing a full replacement for the items in question.

The customer was satisfied with this answer and would be waiting for the technician to arrive today.

Please contact me with any further questions or concerns.

(Reference Kingswere SR# 90881)

Regards,

Ashley Furniture

SL

My review is so totally not good. After spending money on a dining room set and couch and love seat, I was pretty happy with my purchase until I decided to move. The couch (when they delivered it, seemed fine, I looked it over). Before the movers touched the couch, they told me the arm was broken, something the average person would not notice because it is a cushioned arm. I immediately called the company and they wanted to send someone out to look at it, but it was being loaded onto the moving truck. I tried to resolve this (like maybe give me a gift card) but all they would do was offer me a pillow! If I did not move, I would never have known the arm was broken, so they had sold me a broken couch! I live alone, so nobody ever even sits on the couch. How many other customers would have known to check this?

Review: I was shopping for furniture and could not locate an end table in the store to meet my needs. The sales associate mentioned a table that was available on line from their store and showed me a picture on the computer. I bought the item and the sales person never once mentioned that if I did not like the item that I would not be able to return it. He then tried to pressure me into buying a furniture protection plan that had been added to my receipt without my consent and I had to tell him and the manager repeatedly that I did not want it and for them to remove the plan. The table arrived and it was too large for the space I have and the drawer front is crooked on the drawer. I took it to the store to return only to be told for the first time that the store does not allow returns. I read the language on the back of my receipt that discussed how refunds will be processed depending on the form of payment used and asked the store manager where that language clearly informed me that the item was not returnable. He admitted the language was not clear, but insisted that was the store policy. He refused to give me the name of his district manager and directed me to the customer service number. When I called the line and explained the situation, she explained the best they could do was replace the piece with one with a balanced drawer front, but would not return the item. If a store is going to have a no return policy, especially for items a consumer has not had the benefit of actually seeing in person, they should be telling customers orally and in writing that the items are non-refundable and this DID NOT happen.Desired Settlement: I bought the item on their store's credit that is "same as cash" if paid off within a certain window of time. I want to be able to return the item and have this account credited for this item. This is not how consumers deserve to be treated.

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: I recently purchased a living room sofa and recliner from Ashley Furniture store in [redacted] along with a Furniture warranty for the purpose of comfort as I have been in the last year diagnosed with [redacted]. When you are ill comfort becomes important. I placed my order on June 14, 2015. It was Delivered on June 26, 2015. After spending one hour on the sofa I had back pain. This has nothing to do with or in anyway related to [redacted]. My Husband and daughter also began to complain of back pain. I right away contacted Andy this was our sales rep. when I spoke to him looking for reassurance he wanted nothing to do with the conversation he told me I had to speak with customer service at an 800 number. I reported to 800 number on June 28th 2015 she acted annoyed with the numerous complaints I had about the furniture. Torn Leather, overstretched leather, holes in leather, sinking, stitch mistakes, unraveling of stitching, off measurements my feet didnt even touch the floor when sitting in sofa as they did on the one in the showroom clearly measurement issues. Again another "customer service rep" with no interest in a satisfied customer. I explained I would like a refund. she said I have to follow their procedure so I complied. they sent a repairman out on July 7th 2015. The repairman was very polite professional and was really eager to resolve any problem. There was nothing he could do he found it to be "unrepairable" are the exact words he used also stating that it had numerous manufacture defects and should have never left the warehouse. Ashley offered me a exchange or store credit. I have no interest in an exchange for the same junk to be delivered. I also have no use for the store credit. I feel that this company has been dishonest in many ways and has tried to trap me into their unfair no return policy. The consumer should not have to pay for the sellers mistake!!!!!!! I am so disgusted with this company and their dishonest practices. I will never shop there again!

Product_Or_Service: Furniture Sofa and reclinerDesired Settlement: DesiredSettlementID: Refund

I would like a refund of the $500 I put down and to cancel my Ashley line of credit.

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 situation, the retail location has authorized for the merchandise

to be picked up from the customer’s home on Thursday July 16, 2015. Once the items have been received back in our

warehouse, the retail location will process a refund to the customer. Should the customer have any further questions

on the refund, she may contact her retail location.

Regards,Ashley

Furniture Industries, Inc.

Corporate

Office

Review: I visited this busineses mid March 2014. They had a current promotion that any price with a slash you could negotiate the price. My sales representative [redacted] showed me some bedroom sets. He went off to bring my mom and I some information about financing. While he was away I found a nice set for 1139.00 around that price. He told me everything I saw on the floor came with it except the nightstand. I said ok ill negotiate paying the sales price if you include the nightstand with everything here. I saod if you can get it lower that would be great. He said ok ill take it to my manager. We then looked at queen mattresses. Once I decided everything I wanted he sent me to financing. I kept asking him what was the price and for a list of everything. He said I'm still talking to my managet no worries I got you taken care of Ms. [redacted]. After being with [redacted] in financing for about 10 minutes he comes back and say I took care of you I have to leave this young man has all the information and will take care of it for you. He told me for everything it was 939 for the bedroom items and he would take 10% off of mattress. I said ok fine thank you. I thought everything was ok. Whrn I recieved my furniture my nightstand was not included. I asked the movers what to do. They said call Ashley and curse them out they never get peoples order right. So I called Ashley thay said I had to call Acceptance since they financed me they could not pull my order. I spoke with [redacted] I told her the storage that was to go under bed was not there and the nightstand was not there. She told me to sign off and they will take care of it. The sales rep [redacted] said I never ask for a nightstand. Whrn I finally spoke with him he said he remember but he forgot to add it and he will give it to me for 15% off I told him no that was not right. I should not have to come out of pocket for his mistake. He said he would talk to manger and she would call me. She never did. I called corporate and they aaid the manager would call and resolve issue. She never did. I called Acceptance and Robin told me they messed up her furniture order as well and it took forever to resolve. [redacted] called me again and said that his manager would call me in 15 minutes but I signed off and [redacted] told the manager that they walked me back to my selection and I checked off everthing I wanted which was a lie. Thr manager never did. When I called back she had left and told the evening manager I would be calling and to tell me they would do nothing because I signed off. I then called Acceptance and ask for their manager. I spoke with [redacted] once and he was to have the issue resolved he never called me back. These people have lied and mistreated me and now I am stuck in a contract for something I am not satisfied with. They have displayed the worst customer service and something needs to be done.Desired Settlement: I would like an apology and to have the things I ordered. I deserve the storage unit and my nightstand. It is not my fault the sales representative did not do his job to the fullest. You do not have to lie to people to make sales. He was in such a rush to leave that he did not fufill his duties. As for the Acceptance agents they should apologize for lying and should be written up or reprimanded in some way. Everyone involved should be reprimanded especially the manager she did not have enough respect to even call and address the issue.

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 account, there is no indication that a night stand or under-bed storage were to be ordered for this customer. The original sale did not charge the customer for these items either. Due to the misunderstanding by both parties, we would like to offer 50% off the purchase of the merchandise in question. We believe this offer to be generous and fair. Our store manager has made several attempts to reach the customer but has been unsuccessful. The customer can contact the store to redeem said offer.

Review: First mattress and box spring purchase sunk in the middle.

This was replaced after inspector determined product was defective.

New product had the same issue, sunk in middle and box spring bowed.

Inspector stated that the frame which is for a full mattress was standard for the full mattress.

However Ashley now states the frame, which is the same, is not adequate and therefore voids the warranty.

Frame is standard and has not been changed. The recent inspector reports previous frame had a middle slat which is u true.

Have requested a copy of both reports as they are contradictory.

I want a full refund.Desired Settlement: A full refund or an upgrade at no charge.

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: We purchased a couch on March 2, 2014 and had it delivered on March 10. The couch looked fine upon receipt but after getting it set up in our living room we discovered that it is different from the floor model in the show room in that it sits much more straight up rendering it unusable. I have a bad back and due to the construction of the couch we received I cannot sit on the couch without being in pain. I called the store who directed me to their corporate customer service line. When I called the customer service line, they connected me with the store manager in the location where the couch was purchased. He then told me that they only returned defective merchandise and that because my complaint was a "comfort" issue there was nothing he could do to help me. [redacted] then told me that I had to eat the price of the couch ($800) and that I could "list it on Craigslist or put it in a garage sale." Later I called the customer service number back to see if I could get some help from someone else and was told by the woman who answered that they do not have a return policy and that if the store isn't willing to help me that she can't do anything to help me either.Desired Settlement: I would like Ashley Furniture Home Store in [redacted] to refund the couch so that I may find one suitable.

Business

Response:

Date: 3/12/14

Review: To whom this may concern:I purchased a dining room set and bedroom set total cost spent $3178.66 4/12/2013. The dining room set came in two days the chair was wobbly not like the condition it was in the store one of the chairs we had to exchange because it was coming apart from nails and seem they exchanged within 4 days. The bedroom set arrived on 4/17/13 it was a present for my partner the delivery guys brought the furniture however they said that there was no wood boards ordered to hold up mattress. I was furious because we were going to have to sleep on the floor. I called Ashley's same time when delivery guys were out and talk to the store manager [redacted] and he was not helpful at all. When I called the first time the csr rep by the name of [redacted] kept telling he was assisting with another customer I kept holding finally, once he got ready to take the call he was rude and not helpful told us we could drive from the store and pick up pieces so delivery guys could finish the install. Once we got to the store I was even more upset he had us wait while the delivery guys were sleeping in there truck till we got back. The store manager was lying right in front of me to delivery company that it was the drivers fault and they were suppose to call us and adv that they were going to pick up these wood parts.Therefore, [redacted] was rude and was not helpful to our situation and he is not a very good manager he did compensate us after asking 3 or more times only $141.00. I was not happy with this purchase but more so I was not happy with [redacted] the store manager. I have also contacted the corporate office waiting for a call back from the regional manager [redacted] and two weeks later still no call back that just make me feel that I am just another # @ Ashley's. A few days later I had to return back to the store to exchange the bed spread that was purchased because it was in bad shape seem was coming un done and it looked used.

Product_Or_Service: Dining set/ bedroom set

Order_Number: 121284300

Account_Number: PesichrDesired Settlement: Please resolve this matter by listening to all calls to store manager and also talking to store manager and reprimand him. Also, I would like a call back from the corporate office from [redacted] it's been 2 weeks I would like a call back from the regional manager. I feel I should of been compensated way more than $141.00.

Business

Response:

Review: We bought their expensive North shore 4 poster bed and 2 night stands (5 barstools too) last February and just noticed all 4 posts had cracks running down them, also the paint chips off the resin very easily! We went down to the Mira Mar store where we bought it and ask to talk to [redacted] who wasn't in, but spoke with [redacted] who at first claimed he never heard of that happening and took us out to the warehouse where they had the same bedroom set and guess what? Cracks running down all 4 of the bedposts! He explained it was because it was out in the warehouse setting around for a couple of years and I said "well our bed has been sitting in a brand new home for under a year and it a happened". He advised us to start calling the repair dept who would have to say that it was defective for us to exchange or get store credit.

The guy who came out to inspect it several days later said it could not be fixed, it was defective and they didn't use the proper procedure for curing the pain that is why it was rubbing off. I told him we didn't want an exchange we wanted something that was all wood. He said that wasn't up to him, we would have to call the store the next day and speak with them.

I called the store the next day Friday Jan 9 and asked for [redacted]. A young woman picked up the phone and said her name was [redacted] and she was [redacted]. I explained the story and she said "yes we got the pictures, we will schedule redelivery". I told her we were not comfortable with this bed after what happened in our home and what we saw in the warehouse. She said the only person who could override the even exchange was the store manager [redacted] (I thought she was [redacted]!) and I would have to call him on Sunday.

It is Sunday and I just called in and asked to speak with [redacted]. I told the girl who answered who I was and she said, "oh yeah, we have you furniture reschedule for delivery and you will have it in a week or so"! I said, that's not what we want and I need to speak with [redacted]. She put me on hold and he picked up in a minute. I explained our situation, about our home being brand new, the furniture not expose to extreme temps and how unhappy we were about the resin peeling and not being able to touch it up I told him over time all furniture scuffs here and there and we wanted to have the ability to touch it up and this resin stuff doesn't hold a stain, crayon or any other product you would use on wood and I would have to try and find some special paint to paint on the areas that rubbed off or flaked off.

If we would have been told in the beginning that the posts and other areas were resin, we would have never bought it! [redacted] said " I'm sorry you are only authorized for an even exchange and since its been in your house for over a year there is nothing I can do". I told him it wasn't even in our home a year yet! His reply was "even if it was in your home only 2 days there is nothing I can do". We spent $3930.00 last year on a bed, 2 night stands and 5 bar stools at this store and told them we wanted to purchase a living room set next month and this is how they treat unsatisfied customers! I also asked" what is the difference if you send us a new set or give us credit for something else? They both cost your company money, correct? He again replied "you were only authorized for an exchange and that's all I can do"!Desired Settlement: Full refund after the treatment we received! We feel the whole North Shore poster bed line is defective and don't want to get stuck with the same problem only to have them tell us it's been too long and they are not willing to do anything about it!

Business

Response:

Review: On 11/11/14 I went to Ashley Furniture HomeStore, Address: [redacted] Phone:###-###-#### to purchase an item that was displayed in their store. It was a SOFA SLEEPER, priced at $729. Prior to coming, I spoke with a salesman named [redacted]. He said since "tomorrow is a Veteran's Day, we offer 30% off plus FREE DELIVERY". I went there and met with a store manager who introduced me to [redacted]. I showed them what I want, a SOFA SLEEPER that was displayed. They, of course tried to sell the whole living room, but I was not interested and said that I only wanted a SOFA SLEEPER. Since there was a discount involved, [redacted] called his manager, JEFF, who approved everything, 30% off with free shipping. I paid cash $473.36, and the delivery was scheduled for 3 days later, Friday 11/14/14. It did arrive on time, delivered to my house on time as promised. There was only one problem: I didn't get the right sofa, instead of sofa sleeper, it was just a sofa with no sleeper. Of course, I told the delivery guys to return it since it's not the right item. They refuse to issue the right sofa that was displayed (went there on 11/14/14 and took pictures of the sofa that was displayed) for the price we agreed on, for the item that was displayed.Desired Settlement: I would like the right sofa, the one I saw, the one they showed me, SOFA SLEEPER and nothing else: the one I paid for.

Business

Response:

Review: Per the sales agreement we had to read and initial it CLEARLY states an order can be canceled by CALLING the store of purchase. Instead we were informed we would have to make the 25 miles drive back to the store to cancel. This is FALSE advertising!!! I have it IN PRINT IN BLACK AND WHITE THAT THE SALE CAN BE CANCELED BY "CALLING"!! I sure as hell wont be doing business with Ashley Furniture again when they cant even honor THEIR OWN SALES AGREEMENTS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: It should be CLEARLY STATED that an order can only be canceled by GOING BACK TO THE STORE!!!

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.

Review: when I went to purchase the mattress I told the sales rep I have back problems and I need a orthopedic mattress, he assure me this is the ideal mattress for my back and also mention a cooling system on the mattress that prevents for the material to get to hot. I did purchase the mattress, give it plenty of time to get used to but even my husband that doesn't suffer of back problems complains of the mattress, he and everyone in my house to try to sleep on it cant rest. I did call, email and fill out a warranty request to Ashley. they don't call or email back, I have to be the one chasing them to get answers. finally they said it is a comfort problem and they won't do anything about it. even do they came and check the mattress and told me it has a 1/4 of an inch dent in order for them to do anything needs to be at least 1 inch.

I even pay extra because I was told this will be the best mattress for my back. all I want it is a normal not ashley brand orthopedic mattress and for them to mislead the customers in purchasing their products and lying about the warranties.Desired Settlement: To get a regular Sealy Orthopedic mattress or a credit to pick the mattress myself and to stop misleading warranty promises they are not intended to keep.

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: Ordered my furniture on Friday 2-21 and was told the first delivery date was this Thursday (today) 2-27. My husband took the day off so he could be there in the window time of 915-115. They told us that the Saturday delivery was in red so there was no way that we could get delivery on 3-1. So with that said we said well if it comes available can you please call us and we were told yes. So we never received that phone call. Then we were told that we would be getting all of our products on this day. The delivery people did show up on time however they did not have the proper slates for the bed. we ordered a king size bed however we received queen size slates. So the delivery guys contacted the warehouse and stated that they would have someone deliver those on Saturday. Wait....whats that there is delivery one Saturday???? What happened to my phone call?? Secondly, why do I have to wait 3 days to use my products? Now my husband has to take another day off work as I work mon-sat and am in a sitation that I cannot take off. So he traded his Thursday for Saturday now has to call his boss and make this change again. That looks very bad on him. Someone who never misses work. So then I decide that I need to call the customer service department. she informs me that she is going to contact the warehouse manager and someone will call me within an hour. It is now 430 and I haven't heard from anyone. So then I call back and she says we are seeing what we can do?? So someone is going to leave Atlanta after 5 to bring me slates no it is not going to happen. Someone could have called me and let me know that it wasn't going to happen. No one will be home on Saturday and there is no delivery tomorrow. so that means that I have to wait until wed to use my furniture? I cannot sleep on a mattress in the floor and I do not want to lay my mattress on the floor. that is not what I paid 2500 dollars for!!!!Desired Settlement: I would like my 125 delivery fee refunded and the time that my husband is eventually gonna have to take off work for refunded. Store credit would be fine if that is what you do.

Business

Response:

Date: 2/28/14

Review: I was told by several sales associates that a chest of drawers was included in a 14-piece bedroom set. We looked at all of the bedroom sets that were included in the package option and with every one we had the sales associate point out the exact furniture that would be included in the package price. Every time it included a chest of drawers. The store was going to close in half an hour so the associate, not wanting to stay late, sent us home to measure where all of the furniture was going to go to make sure it fit. We went back the next day and signed the paperwork quickly because we had family in town. I had to take half of a day off to have the furniture delivered which is fine but upon delivery we found out that the several hundred dollar dresser was not on the truck. The driver said, "It must be on back order. Let us deliver what we have now and go from there." The delivery charge was $125 when I was told in the store it would be $60. We found out that once the furniture is delivered it can no longer be returned. We called to explain the situation and the store manager said that there was a miscommunication and that he would be more than happy to sell us the dresser. How convenient, more sales for them. We were blatantly told incorrect information, several times by several people and then backed into keeping the furniture by fine print and then the proposed solution was for me to pay more for what I was told would be included?!?!Desired Settlement: We would like to have the chest of drawers given to us that we were promised.

Business

Response:

Date: 9/18/13

Revdex.com

Complaint Department

Complaint ID: [redacted]

At Ashley Furniture Industries, Inc. one of our primary goals is to provide customers with the highest quality of service. We do regret to hear of your dissatisfaction.

Upon review of the customers claim with the store we have decided to refund half of the customers delivery fee and we have spoken to the customer and informed him of what is included int he 14 piece packages. The customer now understands it was just miscommunication when it came to what was in the plan. The customer also did not understand that with the more furniture you purchase the higher the cost of delivery would be. With his initial purchase where he was quoted a lower delivery price there was only a couple pieces of furniture, when the customer decided to go with the 14 piece package that delivery fee went up when adding a lot more furniture.

Please feel free to contact me with any further questions or concerns.

(Reference [redacted])

Thank you for giving us an opportunity to respond to this situation.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Review: Inquired prior to purchasing a sofa if moving would cause any problems if we needed to get the couch repaired. The sales person told us it would be no problem since they have stores all over the country. After 2 months in storage and 6 months of use the sofa needs to be repaired. We were then informed moving voided the manufacturer warranty and there was nothing they could do. Now we are out $500 and have a broke sofa. Simply because they lied and were too concerned about making a sale.Desired Settlement: I would like the sofa replaced. If that cannot be done I want the purchase price refunded so I can purchase a sofa from a company who cares about their customers and not just making a sale and taking their money.

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 sent a work order over to US Quality to schedule a technician to inspect/repair unit. The customer should be contacted within the next few days to schedule that appointment. 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,

Kimberly Price

Review: I was offered an initial promotion and it was changed in the signing of paperwork that I was unaware of. No place on my original paperwork does it state the promotion promised. I was charged $1000.00 of interest on a purchase that was $3100.00 that should have been deferred for 72 months as was the promotion but was deferred for 12. I have contacted the store multiple times and have been trying to get this resolved for over a year. With no luck. The company promised to call back numerous times and even had me call their financing company to resolve the matter at which point I was told to talk to Ashley. To this day over a year after purchase I have not received any callbacks on the matter and continue to call them once or twice weekly.Desired Settlement: I would like for them to honor the promotion that they were giving out and remove all interest charged to the account as it was to be defferred for 72 months.

Business

Response:

Review: I went to ashley and purchased a durablend sofa and loveseat and was convinced to purchase a furniture protection plan which gives so much trouble to fix any damage under warranty. They always find an excuse not to fix the damage. I contacted ashley in regards the problem and they still have not resolved the issue. Durablend easily cracks. I had a damge on my loveseat and after much trouble, the protection finally sent someone out to fix it. Now I have a small damage on my sofa and they consider it cracking, even if I tell them that it's a puncture which means s covered under my protection plan. They take so long to address the problem that the puncture/cut starts to crack and peel. I take care of my furniture super well and can show pictures of the sofa and loveseat's condition. I've only owned this furniture for 2 years. This is absurd and not fair that they would sell such low quality furniture.Desired Settlement: I'm hoping they take this garbage they call furniture and either give me a refund or store credit

Business

Response:

Thank you for contacting Ashley Furiture Industries, Inc. We appreciate that you have notified us regarding Celinez Torres 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. At this time Ashley Furniture is attempting to contact the customer for additional information. We invite the customer to contact our customer care ###-###-####. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

Review: We bought a mattress set that developed a cracking noise at the foot of the mattress. We called Ashley, a technician then came out. We were then given another mattress on 1/6/2014. We noticed that night it was not a plush mattress as the original. I called Ashley on 1/7/2014. They then had another technician come out, he agreed that the mattress felt firm not plush. He said to me that maybe a wrong tag was put on the mattress. My wife spoke to [redacted] from Ashley Furniture who called on 1/20/2014. [redacted] said that the technician said there wasn't anything wrong except it was firm. She just wanted to confirm the problem. Then on 1/20/2014, [redacted] called from Ashley Furniture who spoke to my wife. [redacted] said the warranty only covers defects. My wife told [redacted] that the mattress was defective, it wasn't plush it was firm. It wasn't what we originally had bought from Ashley Furniture Store. We didn't hear from Ashley, so my wife and I went to the store on 1/25/2014 and spoke to [redacted] who was a [redacted]. We told him the problem, he said that they would email [redacted] and would get back to us. Then I went back on 1/29/2014 I spoke to [redacted] regarding this matter. He told me he would have a supervisor contact me on this matter that day. As of this day we have yet to hear from anyone from Ashley Furniture Store.Desired Settlement: We would like to receive a new plush mattress.

Business

Response:

I will never shop at Ashley Furniture again. I will tell all my friends and family what a terrible experience I had. The delivery drivers missed there 4 hour window by 30 minutes, by which I sat around the house on a beautiful Sunday. I then left my house and no one called to apologize or reschedule. I had to call the store, Sunday night and again on Monday morning, after I was told again that they would call me. Yoana, the customer service lady, told me they would not be able to deliver the furniture for 3 days. She did offer me half off on my delivery fee and the sales rep offered a gift card, which was nice, but the way I was being blown off trumped the nice gestures.
When I asked to speak to her manager, Mike, I was told they actually wouldn't be able to deliver for 4 days and offered me a full refund within 8 minutes of our conversation -- completely dismissing me as a customer and not doing anything to resolve the issue or attempt to satisfy me. He simply wanted me to go away. I'm disappointed and dissatisfied. I was really excited about the piece. The only thing positive about the experience Mila, the sales rep. I'll never go back.