Ashley Furniture Homestore

Review: I purchased a 14 piece bedroom set for my daughter (along with a rug which I have yet to receive). When the bedroom set was delivered (on 4/6, minus the wall decorations and mattress) it had damage. I have pictures if needed. There is a crack on the dresser near the drawer, discoloration on the mirror (half cream, half white- looks like chipped paint), chipped wood and scratches on the dresser. The headboard and footboard both have discoloration in different areas, scuff marks/chipped wood, and black markings throughout. The footboard piece was screwed on crooked. My husband wanted to refuse all the furniture, but the delivery guys told my husband that they would send a tech to repair it and that we need to contact the store for further assistance. Many phone calls later (to the store, then "corporate") I finally got someone named Ashley at "corporate" to approve an even exchange. I did not want a tech to come out and "fix" the furniture because why should someone have to repair furniture that is supposed to be new?? I did not receive any apologies for such an inconvenience.

Today (4/18) the delivery guys came to bring replacement furniture. These pieces, too, had damage. I have pictures of these as well- there is discoloration, wood chipped, staples, black marks. My husband refused this-- but the delivery guys took half of the original furniture delivered on 4/6 and left half of the replacement furniture. They even left the dresser in the front yard. They left their blue mat/sheet in my house, along with their muddy shoe prints all over my new wood floor. I have pictures of this as well. I have contacted the store as well as corporate- each stating to contact the other to resolve the issue. I have been thrown back and forth and have spoken to many associates that I feel have been rude, unapologetic, condescending, and with such negative attitudes. You have to understand that this is so inconvenient and frustrating. It makes me more frustrating when remarks such as "well you signed a contract..." I did sign a contract for new furniture, not damaged "new" furniture that needs to be repaired. When you buy new furniture, you expect new furniture. I was told by one associate "[redacted]" that if the damage is "minor" it should/can be repaired. New furniture should not have damage period. "Minor" or not. And a crack, scuff marks, chipped wood, discoloration to me is not "minor." One associate "[redacted]" said that this white furniture is prone to being damaged because of its color and transportation. Had I known I would get damaged furniture because of its color and because of their ways to transport, I would have never purchased this. Ashley boasts about their customer service, but they clearly lack customer service/people skills.Desired Settlement: I would like all the furniture removed from my property and to get a full refund of the 14 piece set (I did not receive the wall decorations nor the actual mattress. The rug I plan on keeping if that isn't damaged when it is delivered). I also want them to pay for my floors to be cleaned. I do not want to have another delivery of damaged furniture-- I cannot keep going back and forth with scheduling these deliveries. I do not want a repair because I feel new furniture should not be damaged. "Minor" or not.

Business

Response:

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. Upon receiving Ms. [redacted]’ complaint, we have reached out to upper management at the store she purchased from. The store has issued a request for the items to be picked up from customer’s home. The items were picked up on 4/22/16, and the store has started the process for the refund of her money. Our warehouse management is looking into the situation with the delivery team leaving mud all over the floor and Ms. [redacted] having to pay to get it cleaned up. They are in the process of receiving an invoice from Ms. [redacted] due to her having to clean the mud off of her floor. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

I just recently bought furniture from Ashley Furniture Homestore in Broadview. I am writing this review in hopes that costumers will not continue to give this store business. My experience was so bad I would never recommend them to anyone EVER! I went in with my sister and mother in law. I picked out a 14 piece set which included couch, tables, accent pieces, lamps and a rug. Everything was going well at first, then when we sat down to handle the payment it went downhill. The woman that helped us [redacted], asked if we wanted the Ashley card, my sister in law said no. [redacted] continued to say well as long as you pay your card every month. WHO are you to tell us how to pay our bills. Then she receives a call from an unhappy costumer. During this call she was yelling at the costumer in front of us and hung up on him. COMPLETELY unprofessional. After that call she just seemed to mess everything up. She added a protection plan without even asking us if we were interested which added around $200 to our total. She gave us a price and we were ready to pay when a manager said it was incorrect and that was not the price. We were then told the price would be about $400 more. At this point you cannot tell us to pay more when it was your mistake. She added more rugs to the order and the protection plan without asking. We finish the transaction and leave. When my furniture was delivered, I received the WRONG tables. I call and they ask me to come in to get the correct ones. When I do go into the store they then tell me that the tables I ordered are discontinued and I cannot get those anymore but I can pick any other tables. I was so upset but I went in picked new tables and left. I also never received my rug, they told me this would come from ups. It is now a month later and still no rug. I call today to ask where my rug is and they tell me that was also discontinued. So that is why I am here writing this review. At this point I almost want to send everything back and get furniture somewhere else. Bottom line, customer service is horrible there!!

Review: I ordered a gray sofa and recliner and accepted the delivery on October 2, 2014. Immediately after the delivery men left I realized that the sofa and love seat were not the same color as the one that I sat on, on two separate occasions at the store. The first time I was by myself and then I asked my husband to come to the store and give his approval of the purchase I was about to make. He stopped over the same night the furniture was delivered and said "that this is not the same color as the set that we both sat on in the store". There was also a problem with the cushions to the sofa being to bulky and uneven when sat on. I started the process of reaching out to first the sales person who sold me the furniture, and explained both of my complaints to her. I was told abruptly by Lynda Worley to call customer service. I did as she said and placed the call to customer service. I was told that a service person was going to be at my condo on October 16, 2014. I made arrangements to be home by taking off from work that day only to be called by the home repair service that night stating that the service man will not be able to make it the next day, and it would have to be rescheduled for Saturday October 18, 2014. I told the person calling that I had already made arrangements to take the day off / and please see if someone could come over on the 16th. I did get a call back saying someone would be able to come to the condo as planned. The service technician Nathan took pictures of the sofa and recliner and suggested that nothing be done with the foam in the sitting of the cushions because over time he would just have to come back and refill them. He did agreed that the color of the furniture that was on the website and the pieces that were delivered were definitely not the same. The color of the pieces that I received are more of an olive green as apposed to a light gray. At first I thought it was a manufacturer's defect, but that was dismissed as not so by [redacted] the manager of that store location. He stated that the color issue was due to the lighting in the store and since I signed for the furniture that was it, nothing could be done at all to rectify the situation. Unfortunately, [redacted] was not at all willing to validate my concerns by any means. [redacted] was extremely annoyed with me right from the beginning of the conversation and became more and more condescending and rude throughout our discussion. I was told by [redacted] that I had absolutely no options to re-select or exchange the merchandise and to basically live with it. I have never experienced such poor customer service or lack of concern for any consumer / problems as I have in dealing with Ashley Furniture from the store level personal right up to the corporate level of Ashley employees. I will never do business with this company again and hope that anyone else buying furniture from this company be careful and cautious in their purchases, because once you sign for the merchandise regardless of any issue's with the furniture it's yours for life. I will be throwing sheets over the furniture and leaving the tags on just in case someone can intervene on my behalf and HELP me.

Best, [redacted]Desired Settlement: The experience I have had with Ashley Furniture has been so disappointing that I would ideally like to have the furniture picked up ( tags still hanging on furniture ) and my credit card refunded. Best, [redacted]

Consumer

Response:

THE FOLLOWING IS THE ADDRESS YOU REQUESTED;

Review: Originally, the primary nature of my complaint was going to revolve around a warranty I purchased with this company, but since I can't find that to solidify my argument, my secondary complaint will have to come first...

I purchased a bed from Ashley Furniture ([redacted]) in July of last year. I used it ONLY for its intended purpose - sleeping, not a trampoline - from July until December 30, when I moved to Houston for several months. While I was gone, NO ONE slept on that bed, as confirmed by the owner of the house who is also a family member. The night I returned at the end of August, my significant other and I went to get into bed and the rail broke (or started to break off, I can't tell at the moment). So, I called my local Ashley store for help. A technician came out within a few days. He told ME that he sees "this kind of thing" happen all the time to beds like mine, which - to me - implied it was a common occurrence that was easily fixed. I then believed that there was no problem in getting help repairing it, since I THOUGHT I purchased an "extended warranty" as well as a five-year protection plan. Several days later, I got a call saying it wouldn't be covered.

The next day, I called the local store to see what was going on, since that made no sense to me. I was told to email the person in question pictures of the bed where the rail has broken. I did so the next day when I was able to. I heard nothing back - not even a "we got it" email, which I was taught to be common courtesy when handling email professionally. I found out almost a week later when I called back to see what was going on, that the representative I had spoken to had been out due to illness, which was understandable. I was then told that someone would call me back regarding the issue "very very soon," which to me implied that day or the next day. Four days later, I heard nothing... so I had to call back. Again.

This time, I was able to find out that while the rep from the first call had been pleading my case, the company was very firm in saying no. It took multiple calls to even get this far. Admittedly, I became emotional, but I made sure to tell the representative himself that I understand there's nothing more he can do for me and that I appreciated that he was able to finally provide some sort of information. I was offered a "small credit" which felt like a slap in the face, since I was convinced a "small credit" wasn't going to cover the cost of repairs on this bed.

Again, I admit I became angry. I contacted Ashley once again, this time submitting an online complaint form. I received a typical response via email later... and then I was called about it, I believe by someone from their offices in Wisconsin. I spoke to her about it and was asked to email her more pictures of the issue. I did it as soon as I could, considering I had to visit with an oral surgeon the next day and spend time recovering from that as well. This time, I at least received a response to my email confirming it was received. I was told to call her the following Saturday (September 20th) if I didn't hear back from her within 24 hours. I was given an extension number.

I tried to call Saturday. There was no opportunity to input an extension without speaking to someone first. After being on hold for - if I recall - a total of ten minutes JUST to ask for a particular person, I gave up and emailed her to tell her I tried to contact her via phone. By this time, I was too agitated by this company in general to wait on hold indefinitely just to be put through to someone specific. I received no response via email.

I called yesterday, September 25th, after nearly a week of silence. This time, I made it through to a person right away and was able to ask for an extension. The representative I asked for was not at her desk; I asked that she call me back. That was around 10:30 their time, if I recall. I heard nothing that day. So, I called back the next day. This time, she was there. They put me through, I spoke to the person in question, and then found out that once again, Ashley refuses to cover it. Again, I admit, I became agitated... and then after a few seconds of silence, there was a click. I was hung up on.

So, I've been dealing with this issue for a month now, officially. Ashley has NUMEROUS complaints online about their coverage regarding their warranties, and so this doesn't surprise me. But what astounds me most of all is their lack of communication with their customers regarding customer service. I'm currently unemployed and I have no source of income. My family is on a fixed income. We can't afford to pay for repairs ourselves thanks to medical and dental bills. In fact, I got an extended warranty and all that BECAUSE I was worried something would happen to the bed and I would be unemployed at the time and unable to cover it. That's why I'm trying so hard. A month of sleeping on a broken bed has caused increasing back problems. I have trouble getting out of bed in the mornings now. I deal with the pain for most of the day, every day. So yes, while my original complaint was with the warranty itself, I now have issue with the customer service itself, who seemingly will not provide you with any sort of information unless you call in repeatedly and practically twist their arm to get answers regarding your own case.

Needless to say, I won't be shopping there anymore, nor will my family.Desired Settlement: I've heard automated/canned apologies from this company enough. I JUST want this bed repaired so I can move on with my life and maybe even get rid of this back pain. After fighting for answers for this long... it would be nice for it to finally be over.

Business

Response:

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

Review: I am active duty military and purchased a leather sectional from Ashley Furniture in [redacted] in October 2007. I used the furniture for one year then in October 2008 it went into government storage. I retrieved my items from storage in December 2009. My furniture was in pristine condition. I was moved over seas and my furniture went back into government storage in November 2011. I retrieved my furniture in February 2015 and my furniture still look brand new. I sat on my leather sectional when it was delivered and was delighted. Then next day I notice in the spot that I had sat, the leather was peeling, not cracking but peeling. upon further investigation I noticed it was the leather peeling but the color of top layer which has the pigment was peeling off. I thought that this may be due to the excess amount of storage. I contacted the moving company and they came to inspect my sectional. I was made aware by the representative from the moving company, that I did not have ginueine leather furniture. The furniture that I was told was leather everywhere your body touches was actually bonded leather. The entire surface is bonded leather. I contacted Ashley Furniture and informed them of my situation. That yes I have had my furniture for just over 7 years but it has only has 3 years of actual use and the color is peeling off the cushions. They informed me that since my warranty has expired that there is nothing they can do. My furniture minus the peeling issue is in excellent condition. When I purchased my furniture I as told that it was leather, not bonded leather. It is poor service to sell shoddy furniture that from what I read on the internet is a problem that normally occurs within 2-3 years after purchase. Ashley misrepresented the item saying it was leather. All of their customers should beware of this issue. Now I am stuck with comfortable furniture that is horrible to the eye. My only recourse would be to get it reupholstered.Desired Settlement: I would like my furniture reupholstered or replaced.

Business

Response:

Date: 5/21/15

Review: I bought a dining and living room furniture at Ashley's and I am paying $150 monthly. This month of April my balance should be $200 something only, to my shock when I called them they told me that my balance is $684.58 with interest. I missed to pay them last April 9th (2 weeks late) knowing that they auto debit it on my account. To my surprise from $200 to $684.58. They told me that the amount $684.58 is with interest from the total amount when I bought the furniture not from my balance which is $200 something only. And they cannot do anything about it.Desired Settlement: I would like them to be considerate and I payoff my balance which is $200 something not the $684.58 with interest. I am a good payer and all I ask of them is to be considerate.

Business

Response:

Date: 4/30/15

Review: Purchased furniture, upon delivery product was broken and damage. Requested money back and for store to pick up broken furniture. [redacted].

On February 28, 2015 We purchased a 6 piece sectional from Ashley Furniture Homestore, located in [redacted]). [redacted] assisted us with the purchase and like a good sales person, she listened to our needs and wants.

On March 16, 2015 our furniture arrived and was setup by the delivery guys. Once all 6 pieces were set, they attempted to reclined the electric recliner, but it broke in the process. The deliver guys attempted to fix the problem, and were unsuccessful. The motor in the recliner was not good. (I understand that dealing with electric parts with any products is a hit and miss). After many attempts to pry open the electric push button with a box cutter blade, which damaged the plastic cover. I told them to return the piece for a new one. They immediately contacted Ashley's customer service and spoke with a female representative by the name of [redacted]. I spoke with her and she advised me that the recliner would be taken back and I would be getting a new one. [redacted]'s then advised me that Ashley's would be contacting me the next day (March 17, 2015) to set a deliver time. They took away the damaged recliner and left me with an incomplete sectional.

Tuesday March 17, 2015 came and left and I didn't receive a single call. I went to work that night hoping to receive the call, but they failed to call me. On Wednesday March 18, 2015 as I walked into my house I was met by my wife, who pointed at the sectional and asked if I could see anything wrong with them. I Noticed that one of the pieces was slanted more towards one side. She then advised me that upon sitting on it you could hear the wood screeching as if a piece was broken. She flipped the sectional and exposed the back. I observed that the wood was broken and then discovered that the furniture was very poorly made with cheap compressed wood. I Spent $3,000.00 in Ashley's and I would think and expect that for that price, the furniture would be of better quality. That same day I contacted costumer service.

I explained my concerns about the poor quality of the sectional, and the operator laughed as she told me that she could send a technician to fix the problem. I then explained to her that I did not want a technician due to the poor quality of wood and that I wanted a new sectional. I didn't feel that she was being helpful, I asked her to send someone to pick up their poorly made sectional and refund my money. Once again she laughed and stated that Ashley's doesn't return money and or take the products back. I advised her that the furniture was 3 days old and it was incomplete. I stopped trying to explain to her my problem and asked to speak with her [redacted]. She placed me on hold for several minutes, then the connection was lost. A few seconds later she called me back and again laughed stating she was sorry and placed me on hold. After placing me on hold for a few more minutes she returned and stated that there was no [redacted] available for the day. She advised me that her [redacted] wouldn't be able to assist me, and I needed to contact my local [redacted] for assistance.

I immediately returned to Ashley's and spoke with [redacted], who contacted her [redacted]). After explaining about the damaged, broken and poorly made furniture, Mr. [redacted] smiled and stated "I can't do anything about that." The only thing I can do is get a technician out to your house to fix them. I told him that I did not want or need a technician. I asked him to send someone to my house and pick up the furniture, he then stated with a big smile "No I can't do that, you bought them they are yours, we are not in the business of accepting returns." I told him that the furniture was only 3 days old, it was broken and I didn't want to do business with their company. He smiled andDesired Settlement: Cancel my credit transaction and have company pick up broken furniture, which has been at house for past week. Please help

Business

Response:

Review: Will not honor warranyt

We purchased a leather couch, chair and love seat from Ashley. The loveseat has started to peel or something near a seam. We went to the store where we purchased it, they gave us the number of the warranty place to call. We called, filled out a complaint over the phone. They said they would call is back to set up an appointment to come out. That was over 6 months ago. We have not heard from anyone!!!!!Desired Settlement: Replacement or repair of our loveseat. Just like we paid for.

Business

Response:

Date: 8/9/13

Revdex.com

Complaint Department

Complaint ID: [redacted]

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

After reviewing the customers claim it looks like they are confusing their 5 year protection plan with their 1 year manufacturing warranty. They did purchase a 5 year protection plan that only covers accidental damages. At Ashley Furniture we offer the 1 year manufacturing warranty with the purchase of our furniture. The customer purchased their furniture approximately 3 years ago. I have spoken to the customer and she will be sending me in photos of their loveseat and the issues they are having. Once the photos have been reviewed I will update the Revdex.com on the outcome.

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

(Reference Kingswere SR# 58367)

Sincerely,

Ashley Furniture Industries, INC.

Corporate Office

8/13/13: Date: 8/12/13

Revdex.com

Complaint Department

Complaint ID: [redacted]

At Ashley Furniture, 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 I have had the customer send in photos of the issues she is having. I have discussed the issues with the customer and have come to the agreement that we would order a new back for the customer's loveseat and send out a furniture technician to install the material.

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

(Reference Kingswere SR# 58367)

Sincerely,

Ashley Furniture Industries, INC.

Corporate Office

Business

Response:

Date: 9/26/13

Horrible customer service representatives through the [redacted] number, blinding product policies and lack of follow up by store manager. Against my better judgment I visited the Ashley Furniture Home Store on [redacted] to originally purchase a dining room table. Our salesman was named Moe who did an awesome job. I decided that I would get a mattress first and then the other furniture we needed in the near future. When I received the mattress it was leaning and bent at the bottom. The delivery worker said that it would flattened out once we started sleeping on the mattress. Pictures were taken and I spoke with the customer service representative who asked how was the delivery. I informed her that it was fine but in sleeping on the mattress I was completely dissatisfied. I tried a mattress topper and still the bed was horrible. The mattress was delivered on that Wednesday and I called to complain on that friday. In contactin the store, I was informed by the representative that I would have to contact the [redacted] number on my paperwork. Complete mistake, the first representative was rude, she over talked me and cut me off when I was informing her that I was not satisfied with the mattress. She informed me that the $900 mattress was a final sale and not guaranteed comfort. I have never heard that you could not return any merchandise let alone a mattress being final sale without informing the consumer. I was appalled and asked to speak with the supervisor who was named [redacted] who informed me the same thing and told me there was nothing that I can do. I contacted the Home Store on [redacted] and spoke with the manager by the name of [redacted]. I'm telling him my story he asked if I informed the [redacted] customer representative about the dent in the mattress, I told him no. I was advised to call back in which I spoke with a representative by the name of Vera who in "reading" the notes basically told me that I was trying to get over on them in hopes of getting another mattress. She attempted to transferred me back to [redacted] in which I felt that it was hopeless. I hung up the phone and attempted to call the Home Store back on [redacted] and was told that [redacted] was busy. I received a phone call from Moe who was apologetic about what I was going through and said that he trust that [redacted] would take care of me. I have yet to hear back from anyone. I ended up spending over $200 on a memory form topper just so that we can sleep on the mattress but I can honestly say that I will never buy anything Ashley brand or step in an Ashley store ever again in this life nor the next. This by far has been the worst experience I have had with any furniture store EVER.Desired SettlementBuyers BEWAREBusiness Response Acct Id XXXXXXXXXXThank you for contacting Ashley Furniture and making us aware of Ms. [redacted] issue, after researching Ms. [redacted] account and the item in question, we will need to have [redacted] send a tech out to inspect the mattress because [redacted] warrants the mattress in question.

Ashley Furniture runs a warranty scam and it should be illegal. This racket nets them millions of dollars by selling junk to its customers and then pWe purchased some living room furniture from Ashley about 3 1/2 years ago. Ashley employees, a BIG part of their sales pitch is the same speech they repeat 20 times to you while you are in there. "IF ANYTHING EVER GOES WRONG WITH YOUR FURNITURE, WE WILL REPAIR OF REPLACE IT, DOESN'T MATTER WHAT IT IS, SPILL PAINT ON IT, POKE A HOLE IN IT, TORN FABRIC, WHATEVER, IT DOESN'T MATTER. I heard this same speech 2 weekends ago when I foolishly went and bought more furniture. 2 days ago, I noticed a bad spot on my leather couch. We called since we had paid for this so called warranty, and it was then that we were informed that the warranty is from a 3rd party. ASHLEY FURNITURE DOES NOT TELL THEIR CUSTOMERS THIS. THEY LEAD YOU TO BELIEVE IT IS THEM THAT GUARANTEES THEIR STUFF THAT THEY SELL YOU. We called the warranty company that Ashley uses, and were told under no circumstances do they cover normal wear and tear. The bad spot on our couch is not normal wear and tear, it is on the back towards, but apparently to these people, that is normal wear and tear. They asked for no pictures, won't come out and look at it or anything, so that tells me that for anyone, the answer is going to be no. "Normal wear and tear " casts a very wide umbrella for them to deny any claims. Our couch has been used very little and looks like it did on the showroom floor except for 1 bad spot that I insured to be fixed or replaced and I want that done. Again, this is a scam to the highest degree and Ashley knows it. They do NOT even give you ANY paperwork telling you what is covered under the warranty, NONE. It is all part of the sales pitch, "doesn't matter what it is, we will fix or replace, anything". 1 more thing, Ashley furniture has developed a very bad habit of dismissing their customers complaints and having their employees not call customers back, etc,etc.Desired SettlementI want 1 of 3 things, I want this couch repaired, replaced, or I want my money back for the couch and for this crappy warranty I paid for. I do not want in store credit, why would I go and buy more of their crappy garbage?Business Response Thank you for contacting Ashley Furniture and informing us of Mr. [redacted] situation. wE have reached out to Mr. [redacted] and we are working on a resolving his issues.

Review: We purchased a dining room set from Ashley Furniture HomeStore which we liked due to it's unique appearance,, though we thought was overpriced based on it's construction. When Ashley first delivered the set, the delivery personnel dropped it off quickly carrying it in and setting it up and taking a quick picture of it all within about five minutes. After they left we started to notice a dent in the top of the table, scratches on the table, and some sort of mark which appeared to be a water ring. The table appears to have been used. We called customer service and they sent out an inspector to look at the table. He told us he would replacement of the table. We waited about a week and heard nothing so we called customer service. They told us a new table would be delivered between 3 PM and 7 PM on Saturday, April 2, 2016. We waited until 8 PM that day but no one showed up and we did not receive any telephone call. We waited until Monday, April 4th to call Ashley customer service and they told us that the table was back-ordered and would probably not be available until May 2, 2016. No explanation as to why we were not notified of that. It seems that the salesperson in the store, the delivery service, and customer service do not know what each department is doing, and poorly communicate with each other.Desired Settlement: We would like the table replaced with a "new" table and be properly notified of what is happening.

Business

Response:

Good Afternoon,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mrs. [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.After careful review of Mrs. [redacted] information we are working very hard to get the item out to the customer home. She will be notified as soon as it is available to be delivered.Delivery date is 5/2/16. Mrs. [redacted] will be notified if item does come into warehouse sooner, to schedule a sooner date.Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

Consumer

Response:

Review: My wife and I went to the store to look at furniture. We did take a long time to make a decision and looked at several options, so much that we were given another salesperson as the first one had to leave. While looking at furniture, we noticed one chair that was repriced $100 more than when we had first looked at it, which took it out of contention. Then, after making a decision on two chairs and a table, the price of the table was increased $38 after we had originally decided on purchasing it.

What makes this so frustrating is that we filled out a credit application to purchase the furniture - dinging our credit - and then they increase the price. Talking to the manager did not resolve the issue and they refused to call the first salesman stating he was at a church event and couldn't talk to use.

This is extremely dishonest sales practices. Seeing it happen twice in our visit makes us question how often they do this to customers.Desired Settlement: My desired outcome is for them to stop doing this to customers. I can't believe we took out a credit report for absolutely no reason. What an unbelievable disappointment for a company based in Wisconsin.

Business

Response:

Review: On 1/25/14 my husband & I purchased a TV stand, a coffee table & 2 end tables from the Ashley Furniture Homestore in [redacted]. We were told by our salesman that our TV stand would be delivered on the 1st of February while the 3 other items were on backorder & expected to be delivered around the 28th. We were contacted a couple of days before the TV stand was to be delivered & we were able to confirm a delivery time frame between 10 a.m. - 2 p.m. Unfortunately, we didn't get their message until after 2 p.m., after waiting all day that the TV stand was damaged & undeliverable. That was our fault. We called back & rescheduled our delivery date for today (Saturday, 2/8) but was told that while they set up the day of delivery ahead of time, they do not know the time frame of delivery until 2 days prior to delivery. This means that instead of asking the customer what time of day works best for them--morning or afternoon--it is left up to whatever the 4 hour time frame is that the delivery driver will be in your geographical area. This means that they do not make special trips & their route is preplanned for efficiency. When we received the recorded call telling us that our 4 hour time frame for delivery today was to be between 1-5 p.m., we realized that we were not going to be available for it. So again, I spoke to a delivery customer service rep. who told me the same thing about the delivery route & set it up for tomorrow (Sunday, 2/9). Again, we weren't notified of the time frame until yesterday. The time frame would be between 8 a.m.- 12 noon. Because we have church in the morning until around noon, we realized that this delivery time frame would not work for us again. I called back the delivery customer service & tried to figure out if there was a compromise available since it is very difficult for us to be available during their delivery time frame. She couldn't do anything for us & stated that we could try a new delivery day of Wednesday the 12th. Again, we wouldn't know the time frame until Monday. Unfortunately, this doesn't work for us either because I have to drop my kids off @ school in the morning between 7:45-9 a.m. & pick them up again in the afternoon between 2:45-4 p.m. with other after school activities. I asked her if we could pick it up, but it turns out that they wouldn't credit any of the delivery charges due to the other furniture set up for delivery later in the month. With pick up being a hassle for us due to the rain & having no one available to help us unload the item once we got it home, we decided against it. After talking it over with my husband, he decided to call the store itself & see if they were willing to help us with a more definite delivery day & time frame. Unfortunately, there was nothing they could do for us. We have never dealt with a furniture company before that wasn't willing to work around time frames that work best for the customer & the company & while it works great for Ashley & their efficiency of delivery--it is too rigid of a schedule to work for us & our lifestyle. Rather than working with us, [redacted]), couldn't/wouldn't do anything for us so we decided to cancel our entire order. When my husband asked [redacted] to refund our credit card, he told us he couldn't do it over the phone & that we would have to come in in person. This is ridiculous. Again, we have never had a problem with a company refunding our credit cards over the phone or online. This felt like a vengeful tactic on [redacted]'s part due to the fact that we cancelled our order. We even asked for them to cut us a check instead since the store is 40 miles away from us. [redacted] told us that he couldn't do it; he has to refund us the same way we paid. This makes it very inconvenient for us to drive the 40 miles to get to the store for a 5 minute refund. We have never bought anything prior to this from Ashley & never plan to again. They seem to be unwilling to negotiate or compromise for their customers. It seems to be all about the sales for them & their customer service/delivery options are limited & rigid. We are extremely disappointed in the treatment by Ashley. To think of the hassle we would have in the delivery of our other furniture is too much for us to deal with. We have no problem with the 4 hour time frame of delivery as it is standard in this industry; what we do have a problem with is the fact that we were never given the option of choosing morning/afternoon delivery & we aren't told the time frame until 2 days prior to delivery. Ashley states on the back of their sales receipt that we should free up our entire day on the day that they schedule your delivery & that is simply not possible for us. It may work for their company in terms of efficiency, for them to have such a rigid delivery schedule but it does nothing for customer service. Had we known this information prior to purchasing the items & how rigid they would be, we probably wouldn't have purchased from them. To not refund our credit card over the phone when it is possible to do just adds insult to injury.Desired Settlement: We want a refund for our entire order without us having to make a trip in person to the store. The total is: $1819.86.

Business

Response:

Review: I bought a table set, got the chairs and the table was cracked, so the delivery driver said I could get another one Wednesday. Called store this morning, lady said earliest they could do was Saturday, and when I asked if she could try and get something sooner, she said let me call the Warehouse. That's when I found out this is back ordered, and I won't have a table until June 13th. When I asked what am I supposed to do for a table for 2 weeks, they offered me a $100 gift card for their store. WHY THE HELL would I want to buy anything else from them when they haven't even gotten my original order right?! I asked for $100 additional off my order, and they said $75 because I had already gotten such a good deal. NOT my problem, I would be happy with no additional credit if I could have my table within a reasonable time! The manager still refused and said well we can cancel your order.

Product_Or_Service: Dining Room SetDesired Settlement: DesiredSettlementID: Other (requires explanation)

Would like $100 refunded off my order or a temporary table to use while waiting for my table I ordered

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 show in the customer's purchase history the table was delivered 6/2/16. The customer was also given a $100.00 adjustment from the store as well.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,

I am recently retired. So I'm old enough to have purchased lots of furniture over the years. I've dealt with a variety of companies, some bad, but mostly good. So trust me when I tell you that my experience with Ashley Furniture was the worst.
I was told the furniture was in stock to be delivered immediately. Then it was changed to four weeks. Then five weeks. Then on a Sunday between 3 pm 0 7 pm. On that evening they called at 6:30 pm to change it to 9:30 pm - 10:30 pm. Who does that?
We asked for a delivery the following Monday and the delivery guy hung up on me. Then Ashley couldn't deliver until Thursday... but now the dining room table was not in stock. I complained and the manager never returned my call. Then I got hold of him and he told me that the store has no control over delivery - not so much as a phone number to call.
Then I was told that the delivery would be Thursday and the dining table WAS in stock, but the recliner I purchased was out of stock. They didn't seem to know what they had and did not have.
They tried to make amends by discounting the sale, but by then they had lost all credibility and we just cancelled the order. $3,600. If this was there initial effort how could we trust them to warranty the products?
Stay clear of this company. Go elsewhere.

Review: I went to Ashley's Furniture Store in [redacted], and was told I was approved for up to $7,200 made an $8,000 purchase and paid $800 cash now the credit card company is saying I was only approved fro $6,600 and it dropped my credit score by 30-40 points because the account shows overdrawn. Please have Ashley's Credit Department fix this I was lied by them just to get the sale I see this as a Bait and Switch and a UDAAP violation very deceitful. Please Help Also Damien Sales Manager was very rudeDesired Settlement: Correct Billing

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 been in contact with the store's upper management. We will respond back as soon as we have more information.Regards,**Ashley Furniture Corporate Office

Review: I ordered a bedroom set from this company, it was backordered and would be in stock 5/22/13. Me and my husband called twice to confirm the product was in stock. At 8pm the night before delivery we got a call the product was still back ordered and would not be available until 6/7/13. The company refuses to give me my cash back so I can go to another company and buy the set for my 10 year old, instead wanting me to wait 15 business days. My daughter has waited long enough for her new bed I do not want to make her wait another month. I can not believe they would wait until the night before to call me that this product was not in when we had called to confirm multiple times. The last time we purchased something from them the delivery man was 5 hours late, past the time frame we were told. This seems to be a pattern with them.

Order_Number: [redacted]Desired Settlement: I would like the way they practice business changed. Calls the night before after confirming products are in stock is unacceptable as is waiting for 12 hours for something to be delivered with no call that there was an issue.

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.This customer voided the sale on 5/29/13. We never delivered furniture. The customer must have received their money back as this sale is from May 2013.Sincerely,Ashley Furniture Homestore – Corporate Office

Review: I purchased bed room groups and also mattress covers, the mattress covers did not work properly to protect my bedding. I have attempted to contact the company that should warrant the product they are not responding. I have also attempted to speak to numerous managers at the store only not to be successful in receiving a return call. I have also contacted the customer service number only to be advised that this is not Ashley issue that the provider will need to address for they are the one that said the warranty. I have advised to the individuals I have spoken with they are selling the product in the store so there for I should receiving assistance of some sort for the said warranty. I am only promised return call no response. I have been provided a claim number [redacted] however, no assistance nor resolution has been had.Desired Settlement: My desired out come is to receive credit for the items that has been damaged and the mattress covers. It is also important that Ashley is educated and advised proper customer service.

Business

Response:

This company did not correct the problem with my furniture. After several months of checking my furniture and telling things about my furniture that was not my fault but a product issue .My case was closed. I will never buy any thing from Ashley again.

Review: Purchased a bedroom set June 2013, since then we have had to file repairs on the same piece of furniture more than 3 times and the last time was Jan 13, 2014. Today is now February 24, 2013 and I have not received replacement parts nor a call stating there is a back order on the parts needed. I was told Feb 17-Feb 22. With the piece of furniture being defected and not repaired is causing excessive damage to other parts of bed. I have complaint about this piece of furniture several times to the Company. I dont think a company this big should just mail replacement parts and expect consumer to make the repairs themselves especially when consumer paid the additional fees for the extended warranty.

As much money as we have to pay for this piece of furniture I would expect it to be made a lot more sturdy and firm. I sleep everynight in fear that the entire bed is going to collapse because of the defected/broken bed parts that come with this bed set...the support frame is of horrible quality and I should not have to wait this long to have it repaired or exchanged.Desired Settlement: I would like to return this orginal bed frame, footboard . rails. and head board for something that isnt going to continuously break and need repairs.

Business

Response: