Ashley Furniture Homestore

Review: On Nov 28 we purchased a bedroom set from Ashley furniture [redacted] store for the sum $4108.00 delivery date was expected for Dec,10. During the delivery we noticed driver scratched the dresser a leg was cracked and the bed post where scratched which was noticeable, later on that evening we went to the store spoke to the sales rep and the store manager [redacted] and during the conversation we noticed our canopy was built backward for the reason which the bed to be so flimsy we were advise us to call customer service and they would fix or exchange the items we spoke to them and there next delivery date was Dec, 27 to exchange all the items. Dec, 27 driver showed up we explained all items were for exchange except the nightstand due to scratches and a broken leg at which point they tell us it will take to long, I explained this is what Ashley agreed to they started taking down the bed for exchange two hours later they tell me all down we and my husband wife went to look at the furniture we noticed not all had been exchanged I repeated the whole thing was Ashley sent new furniture for exchange not to piece it out they cleared lied to our face they had exchanged all pieces, we pointed out that they touched up the dresser with fill in markers and changed the leg, we also pointed out the bed had the same scratches of the picture on my phone and it was not changed out at which time they admitted the screw were stripped and they couldn't remove two post and the headboard due to stripped screws at this point they started again five hours later they had changed out the dresser not the mirror bed was old head post and headboard, old foot rails and they couldn't figure out the canopy so the post where pushing outward at which time we noticed the our new floor was scratched and chipped in one corner due to them puling the bed in and out so much so I told them to leave it like that and please just pick up and exit, I called the store went spoke to the manager again and explained the whole situation from start to finish and came to the conclusion to just cancel the order. We spoke to the store manger again Dec, 28 which we agreed he would speak to his regional and to please allow them one more chance we agreed sent him the email with all the damages. On Dec, 30 the store manager called they would be exchanging all items and customer care will arrange delivery. they called with a delivery date of Jan,07 they called on Jan, 03 to confirm they called on Jan, 06 to confirm , we took off from work Jan,07 to expect delivery and no show we called the customer care no response what time they would deliver 730 no delivery happened, I went to the store in [redacted] and canceled the order they gave me a delivery pick up date of Jan,12 I left them my card for the store manager or there area regional to give me a call, they came picked up the furniture as scheduled and I gave the store manager time to call back, I called corporate office to have the regional call me still no answer I have called the store no manager available I explained to the young lady merchandise was picked up and when to expect a refund I am told now by the store and the credit card they have 60 days or two billing cycle to refund the $4108.00.Desired Settlement: Since they will take 60 days to credit my card back, we would just like at this point for our exact bedroom set we purchased to be delivered and mounted correctly, the new promotion is 36 months vs 12 months which I purchased under I would like that as compensation for my floor and aggravation, not asking for nothing or excepting nothing for free except my original purchase all picture are available and email conversation with the manager to support our claim.

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 account, the merchandise in question was picked up on

January 12, 2015. Since then, a credit

in the amount of $4108.74 has been processed and sent to the [redacted] to

credit the customer’s account. This

process can take 1-2 billing cycles. The

credit will appear on the customer’s [redacted] statement once it has posted.

With regards

to the new promotion, the customer is more than welcome to return to the store

to repurchase the bed under the financing promotion that the purchase would

qualify for as the previous transaction is now complete and unable to be amended.

Sincerely,

Ashley

Furniture Industries, Inc.

Corporate

Office**

Consumer

Response:

I went into the Oxnard Ashley Furniture at the beginning of May, and after hours of shopping and paperwork bought a couch. Had everything set and the delivery date scheduled. (which was June 6th, the earliest date they could deliver, which I didn't know until right when we were finishing). The week of June 6th comes and I get a phone call that they have back ordered the couch and I won't get it until June 19th. I said, it's already been almost a month. Their response: they sold more than they could manufacture. Said ok. Week of June 19th arrives, same phone call. They are pushing it out until the 29th. They sold more couches than they had. They said there was nothing they could do. I went into the store to cancel the order. No one offered any help or offered to try to resolve it. They just cancelled the order. Terrible business practice and salesmanship. I shared this experience with some of my friends and was told that they had had the same experience, and in one instance, they kept back ordering it, and then told them that they discontinued what they had ordered. I would never recommend this store to anyone.

Review: )n 9/27/2015, Ashley furniture in [redacted] sold us 2 leather couches both had manufacturing faults on their feet and with the fabric under the leather and a sagging right cushion in one couch. When we pointed this out on the date of delivery they forced us on the telephone to accept delivery, which we did not want to do, but they assured us they would sort out.. Then the seat cushions started sagging even more. This is a problem as it gives me back pain.

I went to their store in [redacted] and discover they had much better quality feet on the store models both in [redacted] and in [redacted].

When the couches came they were damaged - we pointed this out - they told us/forced to take delivery and they would fix them, but what we didn't realize was they delivered something other than what they put on display - this is plain wrong.

In 3 days the right cushion in one couch sagged so much it is giving me severe back pain now.

I went to the store to request a return, I met one manager, ([redacted]) - he told us on Sat evening (10/2/15) he would give us our money back - he continuously repeated this for 25 minutes with my wife and I, he said he would call us the following day. I never heard from him again, so I called on Sunday to find out when they would pick up their furniture. I the called the store 4 times and he never replied or called back - then the last time I called - he'd gone home.

So I went back the store in person and the manager on duty (now a [redacted].) then and he just said we don't refund ! I told him [redacted]. told us he would refund our money, now he was contradicting him, this constitutes fraud!

When I told he [redacted]. the manager last night said he would, he said, oh I don't know I'll have to ask him if that's what he said , he was not interested in the fact that the product is defective - per his own words, after looking at my pictures it is just a manufacturing defect and my technician can fix it !

The sales contract does not say that - and it say we are allowed a refund or in-kind exchange if the product is defective - this new manager would do neither. He said he would send a 'technician' to fix the sagging seats ! or await his assessment - and then decide. This is a delaying tactic. The online reviews I have read show that even if a tech states a product is deficient the store managers are still overriding that, its just another way to delay. In addition the feet and torn fabric need fixing but are minor compared to the sag.

Then my wife asked him to please exchange it then for another of the same kind - but nope - it was the technician - take it or leave it - then he said we are done, good bye !

The store and its staff have continuously told us lies and demonstrated dishonest sales practices, and classic 'switch and bait' is the period of 5 days - I wish I'd read the reviews before doing business with them. They wont replace their defective product (the manager on duty said its a manufacturing defect, but all I can do is send a technician!) well if you yourself say its a manufacturing defect then replace the product

Also I called the head office in Wisconsin, but as these managers have told us now, it is nothing but a call center for delivery - Wisconsin has no jurisdiction per this latest manager (*) to do anything - its the local manager that does the decision making or whatever they want, this is what this manager (E) told us as he was telling us to please leave as "we are done" - and they all (the managers [redacted]) cite "we have a no return policy", but manager [redacted] said he would refund the monry, so which is it and who is telling the truth. The contract does not state no returns if the product is faulty which it is even by his own admission.

So why do they say things that actually the sales contract explicitly contradicts when it says they give refunds within certain periods of time for damaged goods. The managers mislead, mis-speak and think that once they have the sale the end user has no recourse. There is nothing and no one it seems in Wisconsin that can tell any regional store what to do per this manager so now we are really lost.

They say if the furniture is in the house we don't refund (after they falsely and fraudulently told us to take delivery! on the day!).

I pointed out the product was defective and I was within the letter of the sales contract and within CA statutes to demand my money back. The second manager in the [redacted] store (*) said they don't operate to California laws when it comes to product sales ?? if you are doing business in CA you have to comply by CA law, I'm confused !

It seems the staff and sales managers and managers say anything to make the customer go away once they have the sale, I want my money back and their product please removed. This company has demonstrated so far all the ways to not do business as a lasting company.Desired Settlement: I want to get a full refund of my money - minus the delivery charge. I do not want to do business anymore with this company given the 1400 complaints posted on line on consumer affairs - it seems dealing with them later will be even worse and I don't feel the experience later will be any better. Please refund my money and take your faulty deficient product back, no technician or anything.

Consumer

Response:

The company contract states they refund money when the product is damaged and defective which it is in my case by their own admission. They are refusing to do this at the [redacted] store without any justification, and is direct violation of theor own policy statement -

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.The retail location has reviewed the customer's situation and has agreed to a full refund of the furniture upon receiving the items back at the local warehouse. We have scheduled a delivery team to stop and pick up the items on Thursday 10/8/15. Once the items are scanned in, the refund process will begin. The money will returned to the customer via the method he used to make the purchase. Should the customer have any further questions or concerns, we invite them to contact the retail location.Regards,Ashley Furniture Industries, Inc.Corporate Office**

Review: I am extremely unhappy with my purchase at Ashleys Furniture. On 3/30/13 I purchased an expensive,new bedroom set. My card was charged in full. To this day my bed sits on the ground 2 pieces are damaged. When it was picked up I noticed the damage. The warehouse man told me it was special ordered and he could not exchange it because they did not have more of this furniture sitting around, but not to worry they will exchange it no problem. They are now refusing to exchange them, they have cost me money with lost time from work because of canceling appointments. The store manager will not take my calls and there customer service will not help me and will not let me talk to a supervisor / manager or even give me a name of one. They refuse to exchange the furniture for undamaged set and as for the bed, I still don't know. They canceled because they said they don't deliver in my area that day, even though they scheduled that day two weeks ago. They did say for my inconveniences they would give me $100 store credit and when they reschedule they will only give me a 4hr window instead of sometime that day. I told them I would be crazy to by anything else from them and I am sorry I ever did. I am very, very frustrated!! Please help me !

Product_Or_Service: Key town panel Bedroom setDesired Settlement: I want my damaged furniture replaced and the rest of my bed delivered. I also now I want compensation for my vacation time I lost for the delivery.

Business

Response:

Review: I bought a brown microfiber sofa/chair/ottoman about 3 years ago. These were placed in my family room. Over time we noticed a black soot type material coming out of the fabric. It has stained my walls where the furniture sits and has also gone up to the ceiling. What is this substance we are breathing in??? The only place in my house where this charcoal substance is found is behind this furniture. If you rub your hand across the fabric your hand turns black! What is this? I am preparing to paint my room again after only 2 years because of the staining. But after seeing the prevalence of this black substance I'm very concerned about our health.Desired Settlement: Please get this furniture out of here and explain what this substance is. I would like a full refund so I can replace the furniture.

Business

Response:

Review: We ordered Couch set from Ashley furniture on June 29. We agreed to delivery of the couch on July 12. We never received any communication about our delivery so we called Ashley furniture store in [redacted] on July 12. They told us that delivery was schedule on July 17. We told them that we are not available during weekdays and so need the delivery on July 12. In that case, sales guy told us that delivery will be on July 19th. We told him that we were expecting on July 12 and have people coming over to our place on July 13 for the world cup game. He told us to "adjust".

After that we told him that give that we have now experience your customer service, we would like to cancel $149 protection plan because we don't believe in the service. Sales guy told us that we will have to pay extra $100 if we cancel the protection service since it has built in discounts associated with it. On hearing that we told him to cancel our order and refund the money. We also told him we will report this to Revdex.com. Sales guy's response was "sure go ahead and report to Revdex.com".

We will now be living without couch for few weeks until we buy and get delivered from other furniture store.

Finally, we started calling the store in the morning but manager was busy and never got time to call us back. Operator on the phone told us that manager was busy "doing something". We are shocked by the service and lies we heard from Sales guy throughout the process.

Sales person name: [redacted]Desired Settlement: We would like an apology from the store about this misbehavior and inconvenience it will cause to our family.

Business

Response:

Review: Sleeper sofa ordered for my mother coming to visit undergoing chemo in October for her visit Dec. 23-29. Never received call about when delivery would be made, had to go into store to inquire. Delivered and movers could not get piece into room (I was not at home but a kind neighbor agreed to inspect for me). They laid sofa on its back in my family room/breakfast area. I never touched it. I never tested it or moved it any way, shape or form. Do not know if sleeper part worked or not and movers never set up at all. Store refuses to refund their own store financing in which I purchased said piece. Only offered store credit which I do not want or need. Purchase about $5K from them in October and other pieces had issues too but they replaced. Rest of story is much too long for here but communication from store has been very poor, if non-existent.Desired Settlement: Would like them to refund the purchase of that sofabed on their store credit card.

Business

Response:

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

Upon review of the account with the retail store, the store has refunded the sale back to the customer. The refund is processed through the same method to which the customer paid. It may take a billing cycle or 2 to reflect on any credit card refund.

Sincerely,

Ashley Furniture Industries

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 if the sofabed is completely refunded to the Ashley Furniture store credit card via [redacted] in the amount of $1,099 + tax.Thank you very much!

Regards,

Review: We purchased couch, loveseat and recliner on 2/27/14. We picked up from warehouse directly on 3/10/14. After checking our sales receipt we were asked to inspect the 3 pieces. Lighting was very poor and the 2 people did not give any instruction as to what to look for. We looked for the basic tears, holes or damage. It was never taken out of the cardboard that was underneath the pieces. From what we could see everything looked ok. Upon arriving at home and unloading and unpacking each piece starting with the recliner, when we took it out of the box a nut fell out which we don't know where it belongs. Then we proceded with the loveseat. After unwrapping it we discovered we were missing the screws to attached the feet. It was 1030pm which was to late to call the store. After checking over the bottom we found it does have a corner tear right on the bottom edge. We then took the couch out and discovered it also has a corner tear on the bottom edge and can feel wood chips sticking out of the back and a staple. This will intail it will rip the fabric or put a hole though it. After setting everything up there is a very distinct smell/odor coming from each piece. The smell makes your nauscious. And has now made our son very sick. We both work full time and today was the first chance we have had to really enjoy our furniture and look it over. Upon other issues are: the stitching is coming unstitched, there is batting coming out from under the fabric on the arms, different padding in loveseat cushions on back which make them different heights. We called the store today 3/15/14 and spoke with manager and he advised us that there is a 3 day policy to call with complaints. No one ever informed us of this and he said he doesn't believe that the warehouse would let these pieces go with all these issues. I had to sign off at time of pickup but was never informed what I signing other than that I was picking up the merchandise, nothing more was explained and I was never given a copy of what I signed. No one wanted to communicate anything or even talk to us. I have pictures on my phone from the night we opened everything and the holes on each piece. I have also taken pictures of some of the issues that we called about today. We are very disappointed and sad that the quality and workmanship is very poor. These pieces were not cheap but are very cheaply made. The frame is not even wood it is made out of 3/8 chipboard. And the customer service is not very helpful. They advised me I paid cash for these items and I did not. I used my card over the phone as we live in [redacted] and phoned in the order. They took the money out of my account within hours of placing the order. Also, we were told that they would give us the extended warranty at no cost and did charge us for it under the category to them called [redacted]. We just want to return the furniture to the store and receive full refund credited back to us immediately.Desired Settlement: I would like to be able to return furniture to the store and full refund credited back to me the same way I paid immediately.

Business

Response:

Review: In January I went into the store & purchased a power chase & power recliner. The merchandise was delivered to me defective, the delivery driver told me that he would call cust serv and set up a tech appt because if I refused the merchandise, it would be deducted from their pay. So, a couple days later a tech came out and indicated it all had to be replaced. I received a call stating it would all be replaced, when the second delivery came, they only had the recliner back for the chase, so I refused. The third time they attempted delivery, when the driver called, I asked if both items were on the truck, he said only the back, so I advised for them to not come out. The 4th time they came out, the item was again defective, so I refused. I've contacted the sales rep and advised her of the whole situation and I advised I would report this to the Revdex.com, and she would just beg me not to do so. About a week ago, I called the store and spoke with [redacted] a so called manager, he was very rude and unprofessional.Desired Settlement: Want Ashley to pick up merchandise and refund delivery fee. Want a refund for this merchandise

Business

Response:

Review: I purchased $3,500 worth of furniture from Ashley's Burbank location. This is in addition to previous purchases I have made with the company in the past. Since my purchase I have been treated rudely, ignored and no one (imcluding the store manager) has been able to resolve my issue in 2 months. I purchased a living room set almost exactly as displayed at the store, couch, love seat, 3 tables, 2 lamps and accessories. Upon the initial delivery, the 3 tables were delivered incorrectly (complete different style) the delivery men told me "they're almost the same why don't you keep them" I refused the tables and was later told the store had mis-labeled the tables in my set and would send the correct ones for my order, in THREE weeks, this ruined the holidays. Finally my tables were delivered in the correct style, but the center glass inserts are too large for the pre-cut holes in the wood table and the glass does not fit properly. The delivery guys this time say "I can try to force it in or a technician can come out" they leave in a hurry before I even dial the store. I contact Ashley's via their Facebook page and finally the store manager returns my call. He has no solutions across 3 days of conversations, he offers apologies and keeps asking me what I want done, I finally tell him "I don't work there, I don't know how you're delivery works, how your technicians work or how to fix this. That is your job, I just want the correct tables made properly" he says he'll call me back but never does. After 2 weeks from the second delivery the technician arrives today, late and with a bad attitude because I had called dispatch to find out why he had not arrived in his 4-hour window. He tells me "this is Los Angeles, there was traffic what do you want?" He could have called an informed me he was running late. He looks at the table and says "I can't fix this, I don't have the time with my other appointments or the tools" I'll write a report. You should call the store" he then leaves. When k call the store I ask to speak to the manager who again asks when he can schedule a "conveinant delivery for me" a conveinant delivery would have been the first time, with the correct tables made correctly. I ask him how he will compensate my frustration and time and he says "I'll see around the store if I can bring you some gifts" I don't want 'gifts' I want to return the living room and bedroom sets I bought and use a store that respects me, my time and my money. So now I have to wait again for another delivery to maybe get the correct table where the glass actually fits in the pre-made holes.Desired Settlement: I believe I should be refunded for the cost of the tables due to the poor customer service, the inaccurate deliveries and the poor workmanship delivering tables that are completely not functional. In addition to having the table replaced with a correctly made one.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. The Burbank store manager [redacted] brought a new table to the customer on 1/26/16. 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: On 10/13/2014 I purchased a sectional with ottoman and a 5 year Elite Furniture Protection Plan for $2248.14 from Ashley Furniture Homestore, [redacted].On January 10, 2015, I contacted Hoang Pham, Sales person via telephonic text. I explained to him that all of the cushions including the left and right chaise would not stay put. I explained that the cushions constantly slide forward and myself and my family are constantly re-seating them. He replied via telephonic text that I needed to contact customer service and they would assist me with this issue. Due to a death in my family there was a delay in calling customer service. I called the Ashley Furniture Homestore Customer service at ###-###-#### at 1:08 pm on 2/18/2015. Upon completion of the call, arrangements were made for a furniture repair person to come to my house on March 4, 2015.On March 3rd my husband was re-adjusting himself on the chaise and his hand slid thru the gap and landed on the black material, the material instantly ripped and he scratched his hand on a metal piece luckily it was not of my children.On March 4th a gentlemen came and inspected my sectional. He explained that Ashley Furniture products are made to match their price. They are not high end products and are made as such. He re-seated the cushions, took some pictures and explained that Ashley Furniture would not do anything further about the cushion issue. His recommendation to me was to purchase slip resistant rubber mats and place them under the cushions.On 3/4/15 I contacted [redacted] | Social Media Specialist Ashley Furniture Homestores and explained my above situation.On Saturday, 3/7/15 I received a call from [redacted], Store Manager, who assured me the issue would be handled, he explained he would call me on Monday, 3/9/15 to schedule a 2nd furniture repair person.On 3/25/15 I contacted [redacted] again. He replied that [redacted] told him he followed up with me and was working with me at store level. I have not heard back from [redacted]Desired Settlement: I am seeking a full refund. Customer Satisfaction and Quality of products should be the priority to any company regardless of price.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that you have notified us regarding this Customer’s situation. We

take these matters seriously and want to ensure the proper steps are followed

so a resolution can be reached in a timely manner.The customer is meeting with the [redacted] on Saturday, May 2, 2015 to discuss a resolution.Regards,

Ashley Furniture Homestore – Corporate Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Bought a 14 piece bedroom set from them and every piece of furniture had to be exchanged due to defects. They have been to my place 4 times now and my problems are still not fixed. The last time they cancelled the delivery an hour before they were supposed to start their 4 hour window. I have spent more time and money wasted on waiting for them to delivery or fix my furniture than the cost of the stuff. They usually show up late and usually are unprepared to fix or delivery everything. They are not helpful on the phone and they have no idea what is going on with delivery and how to fix the problem. The local store manager is a deadend too. All they say is that they can send an email to corporate. That doesn't help since corporate is the problem.
SAVE YOURSELF TIME AND TROUBLE AND SHOP ELSEWHERE. SPEND A LITTLE MORE MONEY AND SHOP SOMEWHERE THAT APPRECIATES YOUR BUSINESS. ASHLEY FURNITURE DOES NOT APPRECIATE YOUR BUSINESS.

Review: On Friday, 21 Feb 2014 Ashley Furniture delivered a kitchen table and chairs to my home around 11AM. They were the only delivery truck in our small gated community of 33 homes. Upon leaving the gated community the driver of the delivery truck hit the outbound gate and caused significant damage. The driver did not stop he kept going. The police were called. I contacted Ashley Furniture to let them know what happened. I was transferred all over the place . I was even given the phone number to the driver and told to call him. When I called him and asked him about the gate he informed me " he didn't speak english". I called my husband and asked him if the driver spoke English and he informed me that he did. Finally, I was transferred to Customer Service for the [redacted] store and was required to leave a message. I was told that I would receive a call back either Monday, 24 Feb or Tuesday,25 Feb by someone in claims. I never received a call back. I have called customer service over 3 times and no one has called me back. Our community gate is currently inoperable and this is putting my home/property and 32 other homes at a greater risk of being broken into. Not to mention this is beyond poor customer service on Ashley Furniture and makes you question what type of workers they have working for them.Desired Settlement: I want a phone call from a claims representative within 24 hours and I want the gate repaired and this issue handles as soon as possible.

Business

Response:

Date: 3/3/14

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.

Upon review of the customers claim our warehouse/delivery team has been in touch with the customer and the customer will be sending in surveillance videos of the incident and damages. Once the videos have been reviewed we will be in contact with the customer in regards to a settlement for the damages.

Thank you for contacting Ashley Furniture Industries in regards to your issues. If you have ay further questions or concerns please feel free to contact me.

(Reference Kingswere SR# [redacted])

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Business

Response:

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. Unfortunately without the video the warehouse is requesting we would be unable to process this complaint any further.

Thank you

Ashley Furniture Industries, Inc.

Corporate Office

Consumer

Response:

Review: Defective furniture & problems getting issue resolved.

Purchased leather couch & love seat 11/23/14 & received furniture 12/12/14. We have two issues, the first is On 12/29/14 we noticed a small nic in the leather on the back of the love seat. It wasn't noticeable until our door was open and the sun light hit it. We called Ashley customer service & was told since we didn't report it within 72 hours of delivery it is not covered under the one year warranty. When we bought the furniture we also,purchased the extended warranty which our salesman told us covered ANY damage to the leather. We filed all the required paperwork with Guardsman on 1/1/15. On 1/20/15 we received email stating the damage wasn't covered. Service report [redacted].

I called Guradsman to inquire why & was told the reason was the damage was just a nic and it must be a hole. When I told her according to the contract any puncture, cut or tear is covered as long as it isn't because of wear she put me on hold.

When she returned she said it just isn't covered . I asked to speak to a supervisor and was told she didn't have one.

2nd issue 12/29/14 we noticed the cushion on the couch was bunching up so customer service agreed this was covered under the year warranty & will send a new cushion & I was to call when it arrived and set appointment for technician to come out. Cushion arrived 1/14/15 and tech came out 1/21/15. The tech said all the cushions on the entire couch need to be replaced which meant he had to take the couch completely apart and he needs additional materials. Claim #[redacted]

Materials arrived 2/6/15 and tech was scheduled to arrive 2/2015. I was told he would be here between 1:00& 3:00 and he never showed. 2/20/15 I called customer service & was on hold for 20 minutes so I called back 2/21/15 and spoke with [redacted]. He had no explanation why the tech didn't show & told me the next available date for the tech to return is

March 4. I paid $3500.00 for furniture that has to be completely redone & Ashley Customer Service just gives me the runaround. At this point I would just like to return it and not deal with Ashley ever again.Desired Settlement: I am feeling very nervous about the quality of this furniture and I am completely disappointed with Ashley's customer service department. They do not honor the warranty and the representatives I have spoken with have a bad attitude, bordering on rude.

I have been trying to get this issue taken care of dice 12/29/14 and it is now 2/21/15.

I realize there are problems with quality control sometimes but to buy a new couch couch & have to have it completely taken apart seems ridiculous . Our sa

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 had a furniture technician out to the customer's home on 3/4/15. Per the report the technician made repairs and touched up rub marked area. Technician also explained to the customer on how to regulate the seats and backs to maintain the look of sofa and loveseat. Furniture meets manufacturing specifications.

Regards,

Ashley Furniture Homestore – Corporate Office

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I am going to meet with [redacted] from Ashley Furniture Store tomorrow night. We will discuss what the next step will be. Right now the issue has not been resolved.

Regards,

Business

Response:

The customer and regional manager finally met and the resolution is to exchange the sofa. The sofa is scheduled to exchange on 5/9/15.

Ashley furniture home store does not display (All furniture sold as is) in store nor do sale person explain to customer they do not give refund. purchase date 11-6-15 delivery date 12-8-15 Reclining power sofa #uXXXXXXX loveseat #uXXXXXXX wedge/jayron/harness #uXXXXXXX XX-XX-XX I informed them of factory defect that furniture was leaning and sagging.1-16-16 Ashley furniture tech. came out couldn't find anything wrong.(Stated my floors was not level)and (we were not sitting on furniture correctly).I immediately asked for refund!I was informed they do not give refund. Ashley furniture home store warranty is and I quote(once we get in your home it's yours) and their guarantee is I quote again (we guarantee you.re not going to get a refund )unquote. 2-20-16 same Ashley furniture tech. came back out and stated indeed leaning 1-1/2 inches in all areasfactory defect need complete rebuild . Made several complaints on-line to the factory and was referred back to store.Factory,response is all stores are individual own.3-17-16 a replacement sofa,love seat recliner was delivered ,furniture delivery personnel immediately called the customer care department,need to schedule tech. furniture leaning and sagging, (need work). 4-1-16 Saw [redacted] furniture tech. came,made some adjustments and recommenced additional repairs including frame. Ashley furniture home store main objective is to get furniture in your homeand I quote (we guarantee you're not going to get a refund).Desired SettlementA full refund.make customers aware of their no refund policy,under no circumstance refund policy even if a factory defect or poorly made product.And their policy on ( once we get in your home it's yours)Business Response Thank you for contacting Ashley Furniture and making us aware of Mr. [redacted]'s situation. We do see Mr. [redacted] has a service call scheduled for 5-5-16.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Fourth different furniture tech been out and attempt to make adjustments and they all point to the frame as being factory defect.If furniture put in a order for frame work Ashley won't send him back.Ashley furniture keep sending out cushions and stuffing for furniture tech to install, and that's not the problems. Ashley furniture home store is not willingly to admit this is a bad piece of furniture. There only warranty is and I quote (we guarantee you're not going to get a refund) and all of the customer care department will tell you in their phone conservation you're not going to get a refund.Ashley furniture home store sell their furniture that's meet their demand not the customerIf the customer is not satisfied it doesn't matter all Ashley furniture want is to get it in your home and that furniture is your's under no circumstance are they going to take it back and give a refund. Ashley have already proven that and with the numbers of different tech.Ashley furniture home store is a horrible place to do business with .Final Business Response Thank you for contacting Ashley Furniture and making us aware of Ms. [redacted]'s situation. We have research and we have an open service for Ms. [redacted]'s issues.

Review: Three items are involved. First, a defective night stand that has been delivered three times. The first two were defective, and the final delivery was a "floor" or "demo" item that clearly showed some wear and tear. The other items are two sets of mattresses that are defective and the store refuses to refund the money. The mattresses sink with the weight of a person and appeared uneven after the first two nights that were used.Desired Settlement: The night stand should be delivered in the box, in new condition. The cost of the mattresses should be refunded as they are of poor quality and appear to be defective.

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 reviewed this situation with the mattresses with the Sealy Rep. and we will be exchanging both mattresses. We also will be delivering the remaining nightstand on 1/19/15.Sincerely,

Ashley Furniture Homestore – Corporate Office

Business

Response:

Hello –

The account has been credited (CM#[redacted]- $32.35) to keep

night stand AS-IS. Per the terms and

conditions the customer signed at the point of sale we are unable to refund the

customer for the mattress/foundations. I spoke to the customer the day we

exchanged the mattresses that we do not shuffle mattresses from customer to

customer due to health/safety laws. I

also explained to the customer that if they would happen to have the same

issues with the mattresses to please contact us to schedule a technician for a

mattress inspection. Once we have the

technician’s report we would work with Sealy to find a resolution.

Sincerely,

Ashley Furniture Home Store – Corporate Office

Consumer

Response:

Review: we have been going back and forth with ashley furniture for a long time and finaly they aggreed to refund my money but they said I have to give the bed set up first so they have pickup up my bed set boxspring& mattress for a full refund they took it from my home on MAY 13TH it is now June 19th at this point they have the furniture ,my money, and I am still paying on the credit card because they keep sending me a bill so as to not ruin my credit I have to pay last night I called again this makes 5 calls so far and they said they dont have all the paper work yet together a month and a half later in fact ashley customer service hung the phone up on me last night !!!! the worst customer service I have ever seen !!! if they cannot refund my money within 10 days I am calling my attorney and channel 9 news they love reports like these scam artists !!!! I have had it with these liers !!!!

Product_Or_Service: 06/01/2013

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my refund now !!!! it has been since MAY 13TH they have my bed my money and I am still making payment !!!!! I have nothing but a bill !!!!!!!!

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. A refund has been processed and sent to the customer’s GE account. The credit can take some time to process and post to the account. The customer should see the credit in approximately 3-4 days.

Review: On December 18, 2011 we purchased a new living room set from Ashley Furniture. We wanted a nice leather that would last for years. Well the sales person sold us Ashley's line of DuraBlend products. I have had nothing but issues with this product. First the recliners started to blister and so we called the store. They had some come out and look at the product and told us they would sell us new recliners 2 for the price of 1, and we did. But.... our couch cushions started to do the same thing. They again had someone come out and look at the cushions. They determined it was defective so they replace the covers. NOW.... the back part of the couch is blistering and coming off. We have had this furniture for less than 5 years. To top it all off...... the warranty they sold me does not even cover this issue. Are you kidding me. WE WANT OUR MONEY BACK OR REAL LEATHER FURNITURE!Desired Settlement: WE WANT OUR MONEY BACK OR REAL LEATHER FURNITURE! Get rid of this DuraBlend. It is horrible!

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.Our management at the retail location has made contact with Ms. [redacted] and discussed the situation. The retail location has agreed to exchange Ms. [redacted]'s sofa. They will contact Ms. [redacted] once the exchange is ready to schedule for delivery. Should she have any further questions or concerns, it would be best if she contacts the retail location she is working with.Regards,Ashley Furniture Industries, Inc.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.

Regards,

Review: We purchased a mattress from Ashley Furniture on 10/29/2014 and it was delivered on 11/11/2014. As soon as we laid on the bed we could tell that this was not the same bed we tested out in the store. The bed we received was as stiff as a board and was extremely uncomfortable. After sleeping in the bed for 2 nights we decided that there was no way this bed was going to work for us. We both woke up incredibly sore from sleeping on it and it did not even come close to feeling like the bed we tested in the store.

I called Ashley to let them know about the issues with our bed and that we would like to exchange it for a different bed. I was told that there is nothing they can do. They offer absolutely no return policy! They didn't even care that the bed is nothing like what they have out in the store. They would not offer an exchange and basically just told us we are stuck with it and it is not their problem. This is simply not an acceptable business practice.Desired Settlement: We would like to exchange the bed we have for a different style.

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: On 05/28/2012, my wife and I picked out some furniture at Ashley on [redacted].. Along with the furniture we purchased a 5 year Elite Protection Plan just to protect our investment for at least 5 years. After 2 years the kitchen table had a bubble in the finish, two spots were worn out and made the table look ten years old. We called Ashley, they said to call Guardsman (elite protection plan) and they would take care of the problem. After jumping through hoops for them I received their reply "The reported damage on your furniture is not covered under the terms of the protection plan" on both counts. I was told the insurance would cover any problems. Everything is all paid for and all I have is junk for furniture and a worthless protection plan!Desired Settlement: Either fix the problem or give me my money back!

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 customer claim/photos with Guardsman we would like to offer this consumer a re-selection on the table/chairs. 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.