Ashley Furniture Homestore

Review: Furniture has a defect and I ashley furniture is unable to get a tech to my home. The first time I scheduled the tech to come by on 2/26/16 at 5pm he doesn't show up. The tech later calls me at 6:30 pm telling me he is running late and will have to reschedule. Now I have to schedule 3 weeks out in order for a tech to make possibly make the appointment.Desired Settlement: Finding a furniture store with better customer service.

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.After reviewing the technician's report from 3/12/16 we have offered an in store credit (#[redacted] / $764.32) to reselect a different mattress. 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 went there in November and picked out a living room & dining room set. I scheduled delivery for December 18th and when they got there most of the furniture was wrong. Wrong dining room set, wrong coffee table wrong end tables and I was missing a rug and the buffet. When I called and spoke with the manager Sean he had one of the worst attitudes I have ever encountered. He told me that they could not come back out until December 28th. I told him that was unacceptable because of the Christmas holiday and he told me that was it and to just cancel the order. He was EXTREMELY rude and nasty and it's confusing as to how a person like him was able to obtain a management position. I called back later and spoke with another manager Eric and he was able to move the delivery date up to December 23rd however due to the entire fiasco I no longer wish to give them anymore money and will be canceling the rest of my order. Eric was also supposed to call back to confirm that they can bring the furniture but I have received no confirmation so everything is up in the air. It's amazing that they can make such a monumental screw up and not even have the common courtesy to apologize. Extremely poor customer service, very poor management (especially by Sean), no follow up and no respect for their customers.

Consumer

Response:

On Mon, Jan 12, 2015 at 10:56 AM, [redacted] wrote:Good Morning,

Ifeel that Ashleys products are not great as they say. The materials used are cheap.

Review: Respected Sir or Madam,

My name is [redacted]. I want to file a complaint against a purchase I have done.

I purchased 2 Rocker Recliner from Ashley Furniture Homestore on 5-12-2015 located at 7770 Miramar Road, San Diego 92126. When I was purchasing the furniture I was offered a protection plan from Guardsman (Service agreement number 23501224), the plan was 5 years elite $750. I was told that anything goes wrong with the furniture like broke, spoiled or torn out; this plan would cover it for free, even if something goes wrong during moving. Hence in total with the protection plan, taxes, and furniture I paid $665.57.

One day, one of the rocker recliners back went loose (the back side where we rest). I contacted guardsman and they told me to fill out the form and send it with all the documents, I send it to them and they said they don’t cover the repair.

This is completely miss sell. When I purchased the furniture I was told that it will cover everything 100% including the damage, and now they are declining to cover it.

Thank You,

[redacted]Desired Settlement: I want Ashley or guardsman to repair my furniture or pay me back my money that I paid $665.57, because this is completely miss sale and against the law.

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 Ms. [redacted]’s complaint, we have reached out to her to discuss the issue she is having. We scheduled a technician with her for 4/9/16 as she is still under her 1 year manufacturing warranty. We also advised her why her Protection Plan claim was denied as since she is still within that first year her manufacturing warranty would cover any issues with the frame. We also received notification that a refund of her protection plan has been issued. Refund amount of $36.13 was sent out on 4/1/16. Regards, Ashley Furniture Industries, Inc. Corporate office KC

We had gone to Ashley Furniture Laguna Hills to get a mattress. The buying process was easy and we had a nice sales woman, the mattress was said to be in stock and we had delivery set up for two days later and was promised to be called for a delivery time frame the day later. The next day I hadn't received a call so I took it upon my self to call them; it was said that my delivery would be between 10-2 the following day. Delivery day came and 2 o'clock came around still no call and no delivery. So once again I took it upon my self to contact them, I was then assured once again that my delivery was from 10-2; they said they were going to call the delivery men to get an eta. A hour passed and still no call! As history repeats it self I called them, at this point I cannot receive delivery because of other errands needing to be done, I have already sat at home half of the day. I asked to speak to a manager, she apologizes and says she will waive the delivery fee and my mattress will be delivered on Friday because it is not in stock. I was told by my sales woman that it was in stock thats why delivery would be so quick! She then refunded my delivery and I would call if I wanted to cancel the mattress because I wasn't sure if I would get one any quicker. I had later found somewhere to get me a mattress asap so I called to get the refund for the mattress. When being told the amount that I was getting refunded I realized it was short, so I asked what was not included and they said the mattress protector was not being refunded. I told them I didn't want it because I didn't need it for something I didn't have, they then went on to tell me that all sales were final on that item. I called continuously for another 2 hours to get in touch with any manager and finally got a call back. She went on to tell me that it cannot be refunded because I was the one who cancelled the mattress. This entire situation was not in my control so why was I being punished?! I then asked to speak to the store manager he then went on to blame Sealy for the mattress not being available today and he then also declined to refund me for the mattress protector. He made offer upon offer to still keep my money for the mattress (I want no ties to this store so why would I give them any one of my dollars) and refused over and over about taking the mattress protector back and said don't worry you will be able to use it one day. I will never step foot in this place again, it is wrong to punish a customer for your mistakes!

Review: We bought a king size bed consisting of a platform-style sleigh frame and a mattress on 11/30/2013. It was delivered on 12/11/2013. Within a month we noticed a hammock effect where we felt that we were rolling towards the center of the bed while sleeping. We endured this for several months but the problem only worsened. I finally called the store end of May to notify of the problem. I informed them also that the bed was so bad that we had to place the mattress on the floor. We did this as a last resort after my boyfriend and I bought seven 4x4 wood pieces to put as added support for the frame but this didn't make any difference. During that call, they said that they would send a technician to my home to check the bed but it had to be put together the way they did when they delivered it. They said that the first available date was 6/10/14. They said that the technician would call me the day before to tell me the approximate time. I planned on putting the bed together on the same day that the technician would come but he never called, he just showed up and so the bed wasn't put together. Regardless, the technician examined and measured the height of the mattress in different spots and notified my boyfriend that the mattress had sunk a shocking 2 inches so far. He said he would write a report and that we would hear from them within 2 weeks. 2 weeks later, on Tuesday 6/24/14 we had not heard from the store or the technician. I called today Friday 6/27/14. A woman informed me that in the report that the technician wrote, was stated that the mattress had no defects. The woman repeatedly told me that the mattress should be on a box spring for appropriate support. I responded that the bed is a platform bed that has a built support mechanism and they reassured me when I bought it that it didn't require a box spring. I said that the floor supported the mattress much better than the frame but not even the floor could prevent the mattress from sinking in the middle.

Product_Or_Service: King size bed with Simmons mattress

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel that I was sold a very cheaply made piece of furniture. The mattress has to be defective if only after 1 month it started sagging in the middle. We have neck, back and hip pain and we cannot get a good night's sleep. I want a full refund so that I can buy a high quality mattress. I paid a total of $1,660.47 which included a 5 year protection plan against damages, home delivery & set up, and tax.Thank you very much.

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, the customer’s mattress was found to be defective. On 7/11/14, the customer was offered an even exchange of the mattress or in-store credit to pick out a new mattress. The customer declined both offers. On 7/15/14, the store manager spoke with the customer and offered to refund the cost of the mattress plus tax but the customer again declined the offer. The customer can chose one of the 3 offers available to her.

Review: Since early January we have been contacting Ashley Furniture to have our recliners fixed. We purchased a warranty so that there would be no problems. We have had 4 deliveries now, and each time they bring us a broken recliner. It has been 5 months. Just last week, we were promised a full refund and offered to keep both recliners. We got this in writing. Today we received a call stating we are only receiving a partial refund. I have reach out to everybody at Ashley Furniture that I can. Still we are having problems.Desired Settlement: We would like [redacted] to hold up his end of the deal that he offered us. We only asked for a refund, [redacted] offered to let us keep the recliners.

Business

Response:

Date: May 5th 2015

Review: In Feb 2011 I purchased a durablend material sofa and loveseat set from Ashley Furniture for about $1200. By Dec of 2013 I noticed that the material on the sofa is starting to crack and flake off. I have never misused the furniture nor have I ever scratched it with anything. By Feb 2014 the cracking and flaking had become so bad that it was very obvious and embarassing to look at. On Feb 07 2014 I went to the same store that sold me the furniture to make an inquiry about repairing my sofa. The sales associate at the store (Basil) told me that durablend material doesnt last long, that it tends to fall apart, and that it cannot be repaired. He then proceedIed to tell me that Ashley Furniture could not help me with my issue and even if I had a warranty it would not replace my sofa. The associate was so quick to tell me that they knew durabland falls apart, no hesitation. When I asked again if there was anything Ashley Furniture could do for me I was handed a credit application to buy brand new furniture. Wow!!!!

I spent 1200 on furniture that Ashley Furniture knew would not last and no one told me that when I made this purchase. 1200 is a huge amount of money for me, and I can not currently afford new furniture. I could have spent less money on microfiber which would have lasted several years.

I feel a bit betrayed that a company will not stand behind their product and have any interest in customer satisfaction. My furniture has been well taken care of and yet looks old, damged, and is progressively getting worse.Desired Settlement: Find a way to repair or replace my furniture.

Business

Response:

Date: 2/12/14

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank You for contacting Ashley Furniture Industries in regards to you complaint. After speaking with the customer I had him send me in photos of the issues he is having with the sofa and loveseat. Upon review of the customers photos Ashley Furniture has decided to offer the customer an even exchange on both the sofa and the loveseat. I have talked with the customer and informed him he is able to make the switch at any time. The customer originally picked the items up at the warehouse so he will be returning to the warehouse to make the switch. We ask that the customer completes the exchange within 30 days of todays date.

Please feel free to contact be 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

I purchased a [redacted] Mattress Feb 22,2015 and it was delivered to me on 3/22/2015 from the [redacted] furniture Store. I have had this mattress and box springs for almost 1 Year. The mattress is not holding up in less than a year. We cannot sleep on it any longer. I contracted Ashley's in [redacted] and filled a warranty claim through there warranty division I had a technician come out on 3/5/2016 to measure the mattress and it clearly showed that the mattress had broken down more than and 1 1/2 in one section and over an inch in another area. He also took over 15 pictures. When I called XXX-XXX-XXXX to follow up my claim, the company I spoke too said that the warranty claim was declined because the [redacted] Service Rep said he could see were the technician was clearly leaning on the mattress to look like it was over an inch were it was broken down. That is just crazy to me how a company could say something to there customer about there own technician they sent out. We didn't know this tech from [redacted]. I asked the the lady what made them say that. She said the [redacted] rep is the one that said that. I was personally with this tech the whole time he was inspectiing the mattress and that didn't happen. They then told me well, you will need to wait another 30 days to request another person to come out. This is Unbelievable that I have a 10/10 warranty on a mattress that we cannot even sleep on and Ashley Furniture doesn't even care. She said oh well, ALL SALES ARE FINAL. You have to continue to pay for it but you have to wait to have it checked out again. I just want a new mattress that I can sleep on. It that too much to ask for seeing I paid 1000.00 for the mattress set.Product_Or_Service: Mattress WarrantyOrder_Number: XXXXXXXXXAccount_Number: [redacted]Desired SettlementI just want a new mattress that I can sleep on.Business Response Thank you for contacting Ashley Furniture, [redacted] has approved Ms. [redacted]'s claim.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

Review: Defective furniture including ripped seam exposing a large part of the cushioning, fabric coming apart for the backing, cushions unraveling, Store was notified well within the timeline under warranty. Store ([redacted]) has notified me they would cover replacement or repairs. However, when I exercised the warranty, the store manager stated he would have to go through the Ashley sales rep. I was later offered $250 for repairs or cash, and a part list. The prices of the parts that I estimated I needed was close to $250. I notified Furniture Mall and Ashley Furniture of this and that this would not cover repairs to attached pieces. After numerous emails and calls, nothing is being done about it and each company seems to pass it off to the other company. I spoke to an Ashley Furniture corporate office staffer on 10/23 , who stated that the offer I was given does not sound right, and that she would contact the sales rep and get back to me. I have not heard back.Desired Settlement: Full repair and replacement parts including shipping (all at no cost to me).

Business

Response:

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 customer complaint I am trying to locate the customers purchase history in our file but have been unable to. Can I please have a sale order number and exact location of the store you purchased from.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Review: We purchased a sectional and ottoman from Ashley Furniture and it was delivered in September. After 4 months, the sectional is already showing wear, it's sagging where my husband and I sit and we constantly have to unzip the back pillows, which are attached to the couch, and move the stuffing around. For what we paid for this sectional and ottoman, this should not have to be done. Ashely has offered to replace or for us to pick out another couch. My concern is the same thing will happen to any other couch we would select. We would like a refund of $2,176.53 put back on our credit card. This price is for the sectional, ottoman and taxes.Ashley did send out a representative to look at the sectional. The representative said the lower portions of the cushions are similar to mattress foam and unfortunately the top portion needs to be moved around as needed. He said this would happen on a regular basis.

Product_Or_Service: Katisha sectional

Order_Number: 400525290

Account_Number: NEUTLAUDesired Settlement: DesiredSettlementID: Refund

We would like a refund of $2,176.53 put back on our credit card. This price is for the sectional, ottoman and taxes.

Business

Response:

Review: I went into Ashley furniture to buy a mattress. I was looking to spend around 1000. The lady sales person asked me questions and I ended up telling her about my rheumatoid and how I have a hard time sleeping. She immediately pointed me to a tempurpedic mattress, I told her I couldn't spend that much. She said tempurpedic has 60 months no int and kept talking to me about how we will pay 20,000 or more for a car but not for our own health. She told me that they have a 30 day sleep guarantee policy. She finally convinced me this mattress was my answer to sleep and my health... I purchased it to a whopping tune of $4,000!!!When I finally had it delivered when I moved into my new duplex on October 16, 2014. The delivery man that set it up said that I could return it if not satisfied, just to call the store. Well, I slept on it the first night and it was like a rock, sleeping on the floor. I immediately called them and they told me to sleep on it longer that I just wasn't use to it. And then told me to call tempurpedic. I called tempur, they said a tech would call me back, never did. Slept on it a week or so longer, MISERABLE!!! in severe pain every morning like sleeping on the floor. Called the store MANY more times and they just say nope we won't exchange call tempur, call them again with no return again. Finally, call Ashley's home office, they suggested I go down to the store in person and "cause a stink." I'm not asking for my money back I just want a mattress I can sleep on. I feel like I was hard sold and lied to then just dropped like I didn't exist hoping I would go away. NO ONE at the local Ashley store will call me back or help. This has been going on for 3 weeks. I feel like they are purposely letting time pass so they can use that as the next excuse. Also, when I kept saying the cost was way too much was when the hard sell came on the store Credit Card which is what I purchased it with.

Product_Or_Service: mattressDesired Settlement: DesiredSettlementID: Replacement

I need a softer mattress. An exchange ASAP,

Business

Response:

Review: Jan 16, 2014

My complaint is based on the service provided by Ashley Furniture in [redacted]. I purchased furniture form Ashley on 9/26/2013. It included a bedroom suit and a Lazy Boy type chair. The furniture was to be delivered to my home in [redacted].

As requested three delivery people delivered the furniture. I believe XXXXX was the lead. They delivered the bedroom suite ant the chair. Before they were leaving I asked Driver Lead to move the chair but do not move it by himself because it is a brand new home and wooden floor were the Ashley chair was sitting. I did not want the floor to be scratched . He said it would not be a problem with the floor because the chair has rubber feet.

XXXXX moved the chair by himself and he was about to leave before I called him back and showed him the long scratches made by the chair. He went back to the truck and obtained the felt chair pads on put them on the chair legs. I told him I would not be happy since he damaged the floor after I told him please do not move it without help. He then called dispatch and spoke with XXX about the problem. She said XXX the dispatcher would call me back. I did not hear from the dispatcher.

I called for XXXX (Dispatch) and left voice mail 12/20, 12,21/ 12/22. I then called xxx, the Ashley store manager in [redacted] on 12/22 and told him the problem and Dispatcher had not returned my calls. I spoke with [redacted] again on 12/23 on not receiving a call from Dispatcher. Again I spoke with [redacted] on 12/24 and he again went up the chain to request Dispatcher get in touch with me. I told [redacted] I planned to file a Revdex.com complain about their delivery service. [redacted] again went up the chain and this time Dispatcher did call. We both agreed to the following:

1. He and I would be out of town during the holidays and we would get back together after the New year.

2. I would get a quote to repair the floor.

3. Send him the quote for processing

4. After I returned early Jan, I tried to reach Dispatcher but left voice mails since no one would answer the phone on 1/7.

5. I sent the Dispatcher an email requesting a call on 1/7, 1/9. It included the quote for the repairs.

6. I spoke with his staff on 1/9 and was told Dispatcherwas out sick but would return next week.

7. 1/12- I called for Dispatcher again and left a voicemail.

8. 1/16- I spoke with Dispatcher support person when she answered the phone. It was a speaker phone and Dispatcher was there. I told Dispatcher I have tried sever times to reach him. He asked his support person to take my phone number and Dispatcher would return call. Based on past experience, I think this will not happen.

9. 1/16- I called for [redacted] again was told he would be out for a while since his someone in his family was having a baby.

10. Today I do not a problem with the furniture but the delivery hired by Ashley. For me, the delivery staff have shirts with Ashley and drive a truck with Ashley name, That to me is why I am sending the complaint to Headquarters Ashley.

11. A professional company is to provide total service and not damage a person's home.Desired Settlement: Pay me for the repair based on the quote from the flooring contractor that installed my brand new wooden floor for my home in [redacted]. Do not want another contractor that may leave the floor not up to standards that were there before the furniture was delivered. The floor was in a new home I closed for on Dec. 17 and the delivery staff should not damage the floors.

Business

Response:

Date: 1/17/14

Revdex.com Complaint Department

Complaint ID: [redacted]

At Ashley Furniture Industries, 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 and speaking with out delivery department I have found that on 1/17/14 the customer has agree to a cash settlement of $400.00. The customer states he is happy with this settlement.

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

(Reference Kingswere SR# [redacted])

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

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

SL

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 have attempted to contact the company regarding an order that was placed in June 2013. The original delivery date was at the end of June, when the delivery guys came the item was on backorder. Another delivery was scheduled for the following week and again the item was not on the truck. I called the company and was told that they would send the product once they had it on hand which was to be late July. I have yet to recieve the item and am now being charged for the product even though I never got it and was not supposed to be charged until I recieve all products included in my order. I called the company and was sent to various departments and no one was able to tell me the status of the product or where it was at this point in time.Desired Settlement: I want them to contact [redacted] and inform them properly that I should not have been billed yet and to credit me for the missing products that I have yet to recieve. Both a rug and the replacement set of coffee/end tables

Business

Response:

Review: We purchased a mattress from Ashley Furniture. The mattress was delivered to us on Friday, 8/29/14. On Monday, 9/1/14, I realized that something was wrong with my husband's side of the mattress when I sat on the edge and slid off. I called the Ashley Furniture store where I bought it the next day after work and they advised me to call the 800 number. I called the next morning and set up for a technician to come to the house to check it out. His hours were not conducive to my work schedule, so we scheduled for the soonest Saturday we could, which was 9/13/14. He came to the house and took his measurements and so on. He seemed more concerned measuring to see if the mattress had a dip than with the concern that the mattress was caving on the one side. He took some pictures and measurements and then left.

On Thursday, 9/18/14, Ashley Furniture called and said the mattress was not defective, because the problem needed to be 1.5” by Sealy's standards to be defective. Nonetheless, we purchased this mattress and paid over $2200 for it. We have done nothing to damage it. It was delivered to us in less than perfect condition and they are doing nothing about it. They referred me to Sealy. I have contacted Sealy and left messages, but no one has called me back. At this point, I should not have to call Sealy. It should not have been delivered to my house in this condition. The mattress slopes on one side. I did not pay the amount of money I did to slide off of it when I sit down. You can tell there is something definitely wrong with it, because the other side of the bed does not cave downward like the messed up side.

My husband and I are very upset that we paid such a high price for the mattress and it is not in perfect condition. The one side that is defective looks like the mattress that my great-grandmother had from the 1950’s. We feel cheated and robbed.Desired Settlement: I just want Ashley Furniture to replace the mattress. It is not our fault that Sealy does not deem it defective because of the measurement issue. It should not have been delivered to us in this condition. It is not an issue you would notice upon delivery. I had to sit on that side of the bed before I realized that something was wrong. We paid good money for this mattress and it should have been delivered to us in pristine condition.

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.After reviewing the technician notes and photos we would like to exchange the mattress for the customer. I will be entering this into our system and contacting the customer to schedule a delivery date.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. Thank you so much!

Review: I bought furniture from [redacted]'s in 2014, the associate recommended the 5 year elite insurance and explained that we could replace our items in Columbus, Ohio where we explained we were moving. At the end of 2015, we called our insurance policy and they sent someone out to fix the different issues we were having with the furniture. They told me that they would need to replace my dining room table and night stand. We were told to call the store to arrange for us to get our new items. The store is claiming that we will have to drive all the way back to Atlanta to replace the items after previously telling us we could replace in Columbus, Ohio. They aren't offering to help or even compensate for the rental truck, gas, and I am traveling with a small child. They aren't willing to help and I am just over it!Desired Settlement: I just want to be able to replace my items in the state I live in instead of having to drive 10 hours.

Business

Response:

Date: 5/3/16

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting [redacted] Furniture Industries Inc. in regards to your complaint. We regret to hear of your dissatisfaction and take these matters very seriously.

After reviewing the customer’s complaint we have found that the customer has moved from their original location of delivery in Fayetteville, GA to their new location in Ohio. Unfortunately the Guardsman protection plan has limited coverage’s once a customer moves. We do not have a corporate warehouse or store where the customer is now located to facilitate a delivery to their new location.

Per [redacted] Furniture’s Terms and Conditions that the customer signed at the time of purchase “Neither AFHS or [redacted] Furniture Industries, Inc. provide protection plans or extended warranties. However, you may purchase protection plans or extended warranties that are offered by third party companies that are not affiliated with AFHS or [redacted] Furniture Industries, Inc. Please carefully read these plans before purchasing them. Your rights under these plans are described in the protection plan or extended warranty you purchase. These plans are not backed or supported by AFHS or [redacted] Furniture Industries, Inc.” Also, the terms and conditions also state “Warranties are null and void if the furniture has been moved from original point of delivery to the customer.”

Also, per Guardsman Terms and Conditions that were also handed out to the customer at the time of purchase “Guardsman may arrange an even exchange or store credit at the original store where purchased in an amount equal to the original purchase price of the affected piece of furniture.”

Although the customer had moved Guardsman had offered the customer their typical options of either keeping their furniture and Guardsman would give them an agreed settlement or for the customer to go back to that original store and have the furniture exchanged. The customer stated they would travel back to have the items exchanged. On 11/11/15 [redacted] Furniture received two claims from Guardsman to enter exchanges for both items of furniture. Per Guardsman’s terms and conditions the customer has 60 days to complete the exchange at the warehouse or it will be canceled and cannot be reinstated. On 1/14/16 (Passed the 60 days) [redacted] Furniture canceled the even exchange out of our systems.

At this point [redacted] Furniture is unable to do anything farther in regards to addressing the customers concerns. We have worked with Guardsman and the claim has been canceled.

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

(Reference Kingswere SR# 82696)

Regards,

SL

Consumer

Response:

Review: On December 6th we visited the Ashley furniture at 2475 Market Place Boulevard in Cumming, GA 30040 and purchased $3011.26 worth of furniture. Before going to the store we confirmed that they still had the 5 year no interest deal in place and upon arrival and meeting with our Sales Rep [redacted] Hendree we expressed our interest in this deal. During the two hours we were at the store the 5 year no interest was brought up several times by both us and [redacted]. He stated how great it would be that we would have 5 years, a small payment and no interest to pay this off. Everything sounded great and we went through with the purchase. On January 14th I received my first bill from Synchrony and noticed that our promotional period was for only a year with a deferred interest. Assuming this was just a mix up in the system I called Synchrony and they tried to change it but informed me I had to call the store. They provided me the number and I called the store and explained my situation. This was around 3pm in the afternoon and the rep said they would look into and call me back. I waited almost 24 hours without a call and called the store back again. At this time I was informed that we signed a receipt that stated we were only doing a year with deferred interest and that because we received a 20% discount that they could not do anything. I stated that was not acceptable and the rep told me they would have the salesperson call me. Later that afternoon I received a call from the rep who basically told me that I was wrong and that he clearly explained that we were receiving 20% off in lieu of the 5 year no interest deal. Had that actually happened we would of walked out of the store and never purchased the furniture since it was our sole intent to take advantage of the 5 year no interest deal. Upon looking at the receipt closer the only indication we have now that we are under the 1 year deal is a line item saying 212 - SY 12M WPDI. We were clearly misled during this sales process and this is a clear case of bait and switch. If this is not resolved I will be following up with a formal complaint through the Georgia State Consumer Protection Unit and any other avenues I can find. This is no way to treat customers and the salesperson should be held accountable to clearly explain the terms of any financing deal and not mislead the consumer.Desired Settlement: My desired outcome in this is to either correct the terms to be a 5 year no interest deal as we had originally intended or return the furniture. In addition I believe Ashley should institute a separate form as part of their checkout process that has the consumer sign that the terms of the financing deal were clearly explained. If this was in place we would have never went through with the purchase and been in this situation.

Business

Response:

Date: 1/19/16

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting Ashley Furniture Industries in regards to your complaint. We take these matters very serious and regret to hear of your dissatisfaction.

Upon review of the customer’s complaint I have received a copy of the customers Terms and Conditions signed at the time of purchase stating their finance plan would be 12 months deferred interest. At the time the customer purchased their furniture there was a promotion going on where the customer received a 20% discount on their purchase. The customer has the option to choose either a longer deferred interest program or to receive the 20% discount with a 12 month program. At that time the customer chose the 20% discount and 12 months. The Ashley Furniture store where the customer purchased their furniture does not have any programs that would offer both 5 years deferred interest plus other promotions on their purchase. The store has reached out to the customer and left a message for the customer to contact them back. They are will to work with the customer and offer the 5 years no interest but would have to charge back the 20% discount.

Please have the customer contact the store back in which they purchased their furniture to further discuss the situation.

Feel free to contact me with any questions or concerns.

Regards,

Ashley Furniture Industries, Inc.

SL

Review: we purchased a bedroom set 9/2011 and purchased the extended warranty. after months of trying to get someone to come out and fix the night stands are are shipping, cracking and bubbling, they said they would not cover the damage because the furniture was poor quality and not something we did to damage it.

talked with the Rohnert Park (that is where we purchased it) Store manager John who basically told me there is nothing Ashley or the insurance people can do for me. said he would sell me a new set.... this furniture is falling apart and they will do nothing about it.Desired Settlement: someone to come out an repair this under our warranty.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] & [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 Mr. & Mrs. [redacted]’s claim, we have found that the customer didn’t’ report a specific accident to cause the damage to the night stands when they filed a claim with their protection plan. With the Montage they need to know a specific accident that would cause the damage to the item. The customer being almost 4 years out of manufacture warranty, Ashley Furniture would like to offer for the inconvenience $100.00 gift card to Ashley Furniture Corporate Store of their choosing. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Consumer

Response:

we purchased the extended warranty. they even sent out a tech guy to see the damage on the night stands. then 3 weeks later they come back with they will not cover the damage because my husband nor I damaged it, the furniture is just falling apart. and that I guess that is the problem. since we did not damage it, they will not cover it. crazy....the tech that came out said it was a "easy"fix but they will not do it. ever time we open and close that drawer it gets a little worse.so, the store manager told us to come on in and he would give us a great deal on a brand new set. INSANE!! not only will I not shop there again, I do not want anything from this store. We just want the night stands fiixed.we know it can be done, they just need for them to cover it. according to the tech it is not even an expensive fix.

Business

Response:

Upon review of Mr. & Mrs. [redacted] claim, we have reached out to the store manager at the retail location. He has approved for us to schedule a courtesy technician to go out to the customer's home, and repair both of the night stands. I have contacted the customer, and spoke to Mrs. [redacted], and she has a technician scheduled for 6/22/16. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Review: I purchased a reclining sofa on 12/21/2014 and it was delivered on 01/26/2015. Item broke and a case opened on 01/02/2016 with the warrantee company (Montagefs - PM1125875) buyer had to pay extra for. A technician came out on 01/20/2106 and 02/05/2016 a part was ordered. On 03/16/2016, the replacement part was received and a technician came out to install. Technician had stated the wrong part was ordered and recommended that the sofa should be replaced. I've called warrantee company multiple times. A was told on 05/23/2016 that a replacement part was ordered on 05/18/2016 but it hasn't been sent out yet nor can they validate that the part is correct this time.

As of 05/24/2016, item is unusable and still broken. At this point, the sofa has been onsite broken then it has been working.Desired Settlement: I would like the sofa to be replaced with a new functional version as Ashley (###-###-####) and Montagefs (###-###-####) cannot coordinate getting this item fixed.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of the customer’s claim, we have verified the serial number off of the sofa to make sure we ordered the correct part. The part will be shipped out the week of June 6th to the customer’s home. Once Mr. [redacted] receives the part, he would need to contact his Furniture Protection Plan Montage, to set up a technician to install. Per the request to have the sofa be replaced, due to this is a Furniture Protection Plan claim, we invite Mr. [redacted] to contact Montage to discuss other options than getting the part. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Review: Never delivered bed

Paid cash of $1370 for a bed and waited 2 weeks for delivery and was never delivered . Was postponed and not delivered. Failure to deliver product and now have taken time off of work to receive delivery and still no bed. Loss of wages from time off. Loss of time for time dealing with issue and shopping for bed. Now just want to give us a refund and us lose our time and left with frustration and empty promises.Desired Settlement: I want the bed delivered and a significant cash refund. Not a gift card but furniture at 1/2 price.

Business

Response:

Based on the information provided we are unable to pull up this customer in our system. Please provide additional information in which the customer purchased under including name, address, sale order number.

Regards,

Ashley Furniture Industries Corporate

CS