Ashley Furniture Homestore

Review: On March 8, 2016 I ordered 6 chairs from the website. Once I received the chairs I realized that it was not what I wanted. I wanted to exchange them for the correct ones. I called the customer service line. They said they would email me a shipping label. I checked my email the next day I did not receive it. I called again and the lady on the phone informed me that they do not pay shipping costs. I told her I wanted to exchange and she said they do not do that. I asked if I could return them to the local Ashley store and she told me that wasn't an option. I then asked if I could drop it off at the warehouse in Memphis that we have picked up furniture from again I was told I had to ship them. I then contacted the fedex and UPS. It is around $270 dollars to pay for shipping. I only paid $400 for the chairs, and person can seem that this is a scam with the money back guarantee. I called again and asked about the 30 day money back guarantee. I explained how it isnt a money back guarantee when the shipping is outrageous and a furniture store knows that when people order items online. I then looked at the warehouse they were going to get shipped to. The warehouse is less than an hour from my house in Mississippi. I called to see if I could drive them chairs to the warehouse, again I was told no! How is this possible. I believe the company is lying about the money back guarantee. They would not come up with a solution when original all I wanted to do was exchange the chairs. They are still in the box and it has not been opened. I emailed the corporation about my frustration again I received an email that per policy I have to ship them back. I don't understand why we can't just drive them to the location that they are being shipped to and only spend approximately $30 on gas so I can order the chairs I wanted to. The return address is on the one that they emailed me. It is not a 30 day money back guarantee because they refuse to work with hard working people that saved up money to purchase furniture. Now the 30 days is almost up so I am sure the excuse will be that the 30 days has passed and they can not help me. Terrible customer service and return policy. I have never had no much trouble with an online store and will never purchase anything from Ashley again and make sure that no one else should either because of the shipping policy and how I came up with a solution to drive it to the warehouse and that is still not allowed per the email I received and phone call I made on 4/6/2016. The website has bright letters that state money back guarantee doesn't state in big letters doesn't include shipping. This is only if you click on resolve an issue link and they put it in small letters that states it. Not on your purchasing page when you are spending a big chunk of money.Desired Settlement: Refund my money and let us take it the warehouse to save $250 on the shipping cost which is over half of what I paid for the chairs.

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.A member of our management team has reached out to the customer. She has offered to send electronic labels to the customer for her to drop the product off at her UPS store. Once the items have returned to Ashley the refund process will take a couple of days to complete.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Review: I placed an order through the store via telephone. I was told by the store manager to be sure and call the store two days before delivery to ensure confirmation of delivery. My husband received a call on Wedneday, delivery was scheduled for Sunday. I called on Friday evening at 6:30 pm and spoke to a gentleman in the delivery department. I explained the cell given for the delivery was not working and I was calling to confirm delivery. He said "Your delivery is scheduled for Sunday from 9:30am to 1:30 pm". I asked if there was anything else I needed to do, or if they would be calling again and he said "No maam, you're all set.". Of course, this was not the case as they never showed up.

I was told they cannot guarantee delivery after 5:00pm, so my choice was either wait around on a weekend or take off time from work. I cancelled my Sunday plans and waited. No delivery. I called and was told it was removed from the truck because it wasn't confirmed. Except it was confirmed. I spoke with someone two days before and confirmed. The store manager, Nellie apologized and said there was NOTHING she could do except reschedule delivery. I wasted an entire day and "sorry". Basically, we screwed up but will do nothing to fix the situation except set it up so you have to either waste another day sitting around waiting for them to (maybe) show up with the items you paid for OR take off work and waste the day while losing money to wait for them to (maybe) show up with the items you paid for. I felt that as I have wasted enough of my time, they should at least accommodate with an after 5:00pm delivery so that I do not have to take off work. They refuse to accommodate. So, there is no consideration for my lost time/lost wages. All the reps do is say "I'm really sorry about that" repeated.y. But, they do nothing. It is the worst customer service I have encountered in years.Desired Settlement: I paid for items which were to be delivered in a timely fashion. They were not. Requesting a partial refund due to their failure to comply with the sales agreement is not seeking punitive damages. Asking them to arrange a delivery time after 5:00 pm is also not seeking punitive damages. I also think it appropriate, since there are hundreds and hundreds of these complaints online to request management review of their policies. Why is this happening hundreds of times over? It seems this company completely disregards promises made to consumers and operates on their own timeline, failing to provide the products when they agree to provide them.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that you have notified us regarding [redacted]'s situation. We take these matters

seriously and want to ensure the proper steps are followed so a resolution can

be reached in a timely manner.Upon receiving this complaint we contacted the store’s upper

management. The store’s upper management

has reached out to customer and left some voice messages asking customer to

call them back. The store is willing to

refund customer’s delivery fee if she is wanting that refunded back to her. We invite [redacted] to contact the store to

further discuss the refund. Sincerely, KCAshley Furniture 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 would like the contact information for the person to speak with regarding the refund of the delivery fee so that I may call them during a break from my work to process the refund.

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,

Business

Response:

Good afternoon, I am providing the information requested. Please contact the store at ###-###-#### and ask to speak to Nellie or Allison. If neither one of them are available any CSR at the store will be able to process the refund of the delivery fee as the credit will already be entered into the system. Sincerely, KCAshley Furniture Corporate Office

Review: On May 23,2015, we had a scheduled delivery of a king size mattress, box spring, a rocking/reclining loveseat, a reclining sofa and 2 end tables. The delivery resulted in several damages to our propery. Our patio door was scratched from the metal frame of the loveseat - this also resulted in the fabric on loveseat being rubbed/worn, our railing that leads upstairs to bedroom was completely bowed out as a result of being pushed upon and is now loose and the drywall was also damaged during mattress being forced upstairs. I immediately called Ashley's to report the damage. I was redirected to Ashley's main office. My report was filed and I was given 2 reference numbers - one for damage of cloth on loveseat and the other for damage on house. I was told someone would contact me regarding repairs. I did receive a call on May 26th in which a message was left. I returned the call on May 27th hoping to set up an appointment for house repairs, however, the man conducting the repairs was not licensed or insured and told me this. I told him I needed someone licensed and insured to do the repairs and he said he understood. On June 6th I again called Ashley's to get someone else out to my home for repairs. I explained my feeling on not having a licensed and insured person working in my home and the woman agreed. She told me someone would be contacting me for the repairs that was licensed and insured. I waited and didn't get any response so I again called Ashley's on June 20th. I was told my case file had been closed. After a lengthy conversation the woman reopened my file and said someone would be in contact. As I am writing this I still haven't heard from them.Desired Settlement: I would like my property to be fixed by someone who is licensed and insured. I want to be guaranteed that the work will be done the right way the first time so I don't have to continually contact Ashley's to get the matter resolved.

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: Of course.

Ashleys Home Furniture

Burbank Town Center, [redacted]

Please let me know what else you may need. I appreciate your help.

Jonathan Heller

With purchase of furniture per Ashleys purchased additional guardsman insurance. Claim now not being rectified as promised by Ashley's Sales Person

I purchased multiple pieces of furniture. I was told on my date of purchase that if I purchased Guardsman Insurance for an additonal fee that to quote sales person "insurance would cover anything" as long as filing claim within 5 years of purchase. My purchase was in 2011 and purchased this insurance as per salesperson as I do have a large family and thought this would be best for me and my family. I sent a request to Guardsman and also spoke to Amy at Ashleys who said that they would cover the rip and tear on my sofa bed. I was also told that if the Guardsman insurance gave me problems they would intervene to help me. I have called and no call back from anyone which I was told would call me back in 2 hours.Desired Settlement: I want my couch to be fixed completely as per warrantee and guarantee given to me and sold by Ashley'S.I have seen many complaints of this same nature and want resolution very within a short timeframe.

Business

Response:

Review: A piece of furniture was picked up from the Ashley Home Store, [redacted] yesterday.. I proceeded to go into the store for a complete refund which one of the store Managers';s '[redacted]' ( no card was give to me, just a first name was written on another manager's card), I was issues a $550.00 credit on my credit card which I paid and the rest was chaarged on a Ashley GE card--I received this am a email saying I had a credit, but also that I had a balance of $706 still on the card I returned this furniture, as far as I am concerned I own nothing-they tried to charge me the 60 some odd dollars for delivery I said no, this was not acceptable .

This is not the way I conduct business. Unfortunately Ashley Furniture in [redacted] does. I contacted the Corporate Offices they said each store is separately owned. However when I spoke to customer service last week this was not told to me.

Which is it? This is the question among many I ask as I have contacted GE and they have filed a dispute on my behalf.Desired Settlement: To '0' out the credit card to show the original $3,000 , amount of the amount applied for.

Business

Response:

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. I do regret to hear of your dissatisfaction.

After reviewing your complaint I see that a full refund including the delivery fee was processed on 6/29/14. I do apologize but it does take up until your next billing cycle for the refund to show up on your credit card statement. Please allow the time for the refund to show up.

If you do have any further questions or concerns feel free to contact me.

(Reference [redacted])

Ashley Furniture Industries, Inc.

Corporate Office

Review: We purchased a TempurPedic Mattress from Ashley Furniture, after 3 months the mattress was broken down and completely sunk in. We called Ashley to get our money back. They refused and said we had to deal with TempurPedic. We called TempurPedic and they only would replace our mattress, not refund our money, and said we had to deal with the Ashley store we purchased it from to get our money back. Before the mattress was replaced by TempurPedic they told us we needed a certain boxspring to maintain the warranty. So again we spend more money through Ashley Furniture. After it was replaced, the same thing happened to the mattress. It broke down. So again we contacted the manager of the Ashley Furniture store we purchased it from, they refused to refund money saying we signed a no return on mattresses policy. I said there isn't anything about no return on DEFECTIVE mattresses. Once again they sent us back to TempurPedic. Ashley Furniture is the company we paid. They have our money for our purchase, and we simply want our money back.Desired Settlement: We simply want our money back in full from Ashley Furniture which includes the mattress and boxspring, the amount of $3129.57

Business

Response:

Review: Bought bedroom set and separate dresser. Bedroom set defective with sprayed on finish that is bubbled inplaces, scraped in places that is consistent with errors in manufacturing. Dresser with 1/4 inch space below drawers so drawers don't fit hole. Called store and told them of issue and they told me technician will come. Technician had already come and can't fix damage. Don't want replacement of poorly made furniture with another poor quality piece even if the finish is good.Desired Settlement: give money back for defective furniture of poor quality.

Business

Response:

Review: Bought a sofa sleeper and a love seat from Ashley Furniture. Made sure that I am getting a product which 100% leather everywhere my body touches. Also, they told me if there is damage to the product, the delivery guys will take it back. The product was delivered to my home. It was defective and smelled plastic. The manufactoring label says that the seat covers are pvc 53 % and leather 47 %. The terms and conditions was different before the purchase and all of a sudden after the delivery everything changed. The store manager kept on insisting the product is leather and denied the manufacture's label. The delivery guys disappeared and did not take the furniture. The store manager was justifying the delivery guys when I asked the manager why your delivery guys did not take the furniture back. I ended up something with plastic odor, defective, bad product. I appreciate your help and want the honesty from the business. The only reason I don't want anything but leather because strictly of health reasons. The store manager was not helpful. I trust the sales man who told us what he knew from Ashley Furniture. In my opinion he was misinformed by Ashley about the product and we were misled in many things. ThanksDesired Settlement: First complaint, They said they will exchange.

They changed this position and now say that they will send the technician home

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.

The manufacture's label under the cushion is being misunderstood. 43% of the entire

unit is leather. This means the cushions, arm rests and back rests. The

remaining 53% of the unit is PVC/ vinyl, meaning the sides, front band

and back. Everywhere the body touches when sitting is 100% leather. The

customer has informed us that the PVC burns her skin. The customer was given a reselection option on

7/28/14 to go into the store to pick out new product. The furniture is

scheduled to be picked up today. The customer stated she will come in at

a later date to use her in store credit.

Sincerely,

Ashley Furniture Corporate Office

Consumer

Response:

Review: I purchased a queen bed from Ashley Furniture online on 2/21/2016 under confirmation #7250 00063448 01. The day the bed was delivered it was left outside of my door in very poor conditions. The box had tears in some places and you could tell that it had not been packaged correctly for shipping. Half of the top of the box had a tear and it was open. I brought the bed inside and the next day I went to put it together and the two bottom corners of the bed were broken. At that moment I contacted Ashley Furniture to start a return process but it took me almost 25 minutes to get a hold of someone so I hung up and decided to go online and see if there was another way to contact customer service. So I saw they have a customer service email for order inquiries or issues, I wrote to them telling them my issue with the bed, I attached pictures of the bed damage. I heard nothing back for two days so I decided to contact them by phone once more - this time I waiting and waited on the phone and was able to speak with a lady named [redacted] K. She told me that she was going to answer my email and that I needed to complete some questions and attach more pictures of the item. She mentioned that since this seem to be a shipping issue they needed to contact UPS to get refunded for the damages. I replied to [redacted]'s email sent the pictures answered the questions she needed in order to process the return. More days passed and not a word from anyone at Ashley Furniture so I decided to call again. This time I got a rep by the name of Ian, and he told me basically the same thing the same run around again that his supervisor needed to review and approve the return and that they had a lot of emails that needed to get answered and people ahead of me with issues as well, to which I reply if you have so many emails then you should hire more people. What kind of customer service is that? I've purchased items many times before from online stores and I've never experienced and issues like this one when I needed to return something. To make this long story short, I sent them an email yesterday letting them know that I needed to process that return and get the boxes out of my house because I have workers coming to do repairs and I can't have that in the way. No answer from anyone. I want you to please help me with this issues because this is too much already. I want them to process my return and have those boxes picked up and out of my house and my money returned. If they have issues with UPS they need to take care of that on their own time, not make me wait until they figure that out to process my return. Their customer service is horrible and I will never buy anything from them again.Desired Settlement: I would like the items picked and a refund back to the credit card used for the purchase. I need this to happen this week - I've waited too long for this issue to be resolved.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mercedes [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 complaint we found that Ms. [redacted] did not purchase from an Ashley Furniture Homestore, she purchased online. We did reach out to our online team regarding her situation. Upper management for the online team has spoken with Ms. [redacted]. They have completed a credit adjustment (refund) for the B428-54 and B428-57 and Ms. [redacted] agreed to dispose of those two items. The L207824 was included on that same credit adjustment but that item is to be returned to the warehouse. The delivery fee was included as well. Regards Ashley Furniture Industries, Inc. Corporate office KC

Review: On April 23 my Wife and I went to Ashley's to buy a family room set. We found a set and decided to pay cash with $900 down and the rest the next day. After we put the money down we found out the furniture couldn't be delivered for five weeks or more. They didn't even have it to sell, that being a big problem the next day we asked to just cancel the order. They said no problem a check for our $900 would be sent out and we would receive it within 10 bussiness days. On the 10th day we called and they said said it would be 5 more days before they would even process the check and we would receive it 10 days from them. We had just asked for the check back we talked to a "V Remley" and we were told no because of policy. My wife then talked to a "[redacted]" who was [redacted] none of which helped at all.Desired Settlement: Refund my money $900 ASAP and stop advertising product they don't have and can't optain.

Business

Response:

Date: 5/13/14

Review: Was told I would get my Delivery between 1145am and 3:345 pm on 2/29/2015 received a call stating running late at 3 would not arrive till 6:30 No delivery at 6:30 rec a call from the warehouse in [redacted] at 8 stating will be there in 30min. Delivery did not come till 9:30 pm . By this time im in the Bed . This was very unprofessional as a conpany . Not to mention when my husband call the store to check on the status of the delivery was put on hold by the Mgr in [redacted] for more then 10 mins then to come back to the phone and stated she would have to call him back because she was on hold as well and never called him back .Desired Settlement: I would like to be compensated for a day loss off my Job. The inconvience of me getting out of bed to let them in after hrs not to mention was not sure it was them or someone else this time of nite.

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 situation we would like to offer the customer $150.00 in gift cards to the local homestore.Regards,Ashley Furniture Homestore - Corporate Office

Review: In December 2012, we bought a white bonded leather sofa loveseat from the [redacted] store (Sales Order # [redacted]). We were also pushed into buying insurance and we specifically asked to make sure what the insurance covered. We were reassured by the Ashley Furniture salesman that "Everything was covered, don't worry". So we paid an additional $100 for the insurance.

Only after a few months, the leather in the front portion of the sofa started breaking and tearing in different spots. It slowly became worse and worse. We used the sofa in a normal fashion and nothing extraordinary happened to cause this. The quality of the leather was just very poor. We called the insurance and they said that this was not covered under the insurance plan.

After about a year, the tears were so bad that we were embarrassed to invite any friends or family over to our home without covering up the sofa entirely. Due to the poor quality of the sofa and also the fact that we were lied to about the insurance, we would like to request a refund of the price of the sofa and the insurance.Desired Settlement: I would like a refund of the sofa ($400) and the insurance ($100), for a total of $500.

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 have been in contact with the customer and he will be providing photos of the damages reported to us via email. Once we receive photos we will review and contact customer to work out a resolution. Regards,Ashley Furniture Homestore – Corporate Office

Consumer

Response:

Review: Ordered furniture on 4/9/16 with a scheduled delivery of 4/17/16. Confirmed a delivery time of 12:45-4:45 then was contacted by the store with a change of time which was a total inconvieniece. Store compensated me by refunding my delivery fee. My delivery arrives and couch was assembled properly then was told that the side rails for bed were not loaded on to the truck -- after waiting a week for the initial delivery and then being inconvienieced with delivery time change. Asked if the rails could be picked up after their last route was over and delivered and bed assembled. Deliverer called store/warehouse and asked and I'm assuming was told no. Deliverer told me that sometimes they would allow a technician to do that on his own and bring out the part if they had a technician they trusted but they didn't so it couldn't be done. I contacted store after they left and asked to speak to a manager and was not assisted so I asked to speak to her manager and was told she was on a call but I could leave a message for her. I left a message and asked for her to return my call the same day but never heard from her. Contacted them again 4/18 and was told they couldn't deliver it that day either due to scheduling issues but gave me a $100 gift card to Ashley to compensate me (as if I would want to do business with them again) and then scheduled a delivery for Wednesday since I have school on 4/19 and would be unavailable. Assured the store I work until 2:30 weekdays so I would not be available until after then so they scheduled a Wednesday delivery and told me when someone calls to confirm a delivery time let them know what time I needed. Received a call this morning with a 11:45-3:45 delivery time, which doesn't work, I called the 800 number back and let them know that time doesn't work so I need it for a time after I got off of work, was told they can't give me another time they could only change the date. Yet another inconvieniece due to Ashley's lack of communication. Very disappointed to have spent $2,500 and a week later still not have my furniture assembled as it should be then given the run around in regards to fixing the situation immediately.Desired Settlement: I want the furniture assembled 4/20 as promised after I get off of work or I would like all furniture picked up and issued a compete refund to take my business elsewhere to someone who values my business and sticks by their delivery policies.

Business

Response:

Good Morning, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding’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 Mrs. [redacted] information I do see that the delivery team was out to her home on 4/20/16. All should be settled at this point now. Regards, Ashley Furniture Industries, Inc. Corporate Office LB

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 several thousands of dollars at the [redacted] store in [redacted]. We Received a few defective items. We went through the replacement process and we're informed Guardsmen should handle these complaints. When we contacted them . They advised my wife they will not honor the insurance we were pressed to purchase. This insurance added several hundred dollars to each purchase. We have had issues in the past.But nothing as bold as being called liars and being hung up on.Desired Settlement: I think my wife deserves an apology for rude treatment. And I want my kitchen table replaced. Also thy should clean my couch as stated in the contract.

Business

Response:

Review: Ashley Furniture sent me several pieces of furniture, both of which were damaged from the manufacturer. After having them send parts to the wrong address and then refusing to repair some of the damage and management basically dismissing my complaints and not stepping up to help the customer, I have finally given up.

Their customer svc people are rude, disgusting, evasive and lie to the customer over and over. They run over you so you cant get a word in edgewise and refuse to show ANY respect to the customer. They act as if their sh...t doesn't stink, to put it mildly.

After contacting the local store I purchased the items from and demanded replacement furniture, they told me they would have to clear it through customer svc.

What the hell is the customer supposed to do?? This is AN OUTRAGE AND ASHLEY FURNITURE SHOULD HAVE THEIR LICENSES TAKEN AWAY TO DO BUSINESS WITH THE CONSUMER.

AS A RESULT I HAVE CHARGED BACK BOTH PIECES OF FURNITURE WITH MY CREDIT CARD COMPANY JUST TO GET THEIR ATTENTION.

I WANT THIS COMPLAINT STUCK IN THEIR FILE FOREVER...SO THE NEXT CUSTOMER CAN SEE WHAT WILL HAPPEN TO THEM IF THERE ARE ANY PROBLEMS WITH THE PRODUCT.

THE FACT IS, THEY JUST DON'T SEEM TO GIVE A DAMN...REALLY. IT IS UNBELIEVABLE THAT CORPORATE DOESN'T SEEM TO GIVE A DAMN EITHER.Desired Settlement: I WANT REPLACEMENT PIECES THAT ARE NOT, ARE NOT, ARE NOT, ARE NOT DAMAGED. THAT'S ALL AND THAT WILL BE THE LAST TIME I DO BUSINESS WITH THESE LOSERS...AND THAT IS A FACT!

IN ADDITION, I WILL BE FILING COMPLAINTS AGAINST THE LOCAL STORE ALSO, AS THEY ACT AS IF THEY ARE NOT RESPONSIBLE EITHER.

WHAT THE HELL IS WRONG WITH THESE PEOPLE?

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 have verified with the customer they have received parts. We have a technician scheduled for 11/25/14. The technician will install the part on dresser plus inspect/take photos of the headboard and footboard. The technician will report back to Ashley Furniture his findings of the bed.

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 the beginning of a resolution. We still have to decide if the technician's work on the Dresser is satisfactory to me.We still have to decide if the Bed Headboard and Footboard will be replaced.More than likely, the Bed Headboard and Footboard will have to be replaced and this has been discussed with Ashley Customer Support over the phone already.

Review: We were at Ashley store in [redacted] two times: Both times we received the worst customer service one can imagine. 1st time we were there in April to shop for Tempur Pedic Mattress, [redacted] was helping us. He asked us to file for the credit line without even checking the store inventory. We wasted good TWO hours there in the store and then sales agent [redacted] found out that the mattress we picked is being discontinued and when I asked why he did not know about this beforehand, he had no clue about it. I asked that I want to talk to [redacted], and gentleman [redacted] kept on saying that he is helping customer and kept on fleeing away from the situation intentionally.

That was Sunday and [redacted] was in that location for manager’s meetings. She stepped in spent good one hour explaining us the mattresses and their firmness and promised us that once the new line of Tempur pedic comes in, which is being expected within two weeks, they will owner the same price as the one we picked previously and it was 2800/-. So she requested us to wait for two more weeks.

I kept on calling for 3-4 weeks and no response and the front desk customer service lady never returned my calls.

I was called back again by [redacted] (5/19), that finally the new line was in store and when I went to check it out and once I picked the kind I liked, I was told that they will not honor the price they have promised last month.

Matter of fact when I asked to talk to [redacted], I was told that he will never honor this price and he started yelling at us and asked us to leave his store. He got up and yelled “Leave my store now!”. I was shocked at his poor customer service (especially being a manager) and when I asked him to calm down he did not care at all. And, to make things worse we had our kids with us and they heard the whole things and were asking why that man was yelling on the way home. They were shaken by the whole event. We requested to speak with [redacted]) about the situation and now she is not reachable and will not return our phone calls either. We are very disappointed and never experienced poor customer service like this before. I hope somebody takes this very seriously and get back to us letting us know how this was handled.Desired Settlement: [redacted] the [redacted] has scared my children and and my kids ask baout this every now and then, that why he was yelling at us and wanted us to leave HIS store.

Why did [redacted] asked us to apply for Credit card without checking the store inventory and wasted out 2 HOURS.

Why no one on that store do not return the phone calls.

Business

Response:

Review: Disclosure docs provided for purchase unclearly represent return policy as a "no return policy" They are ambiguous and elude to a return refund policy

I recently ordered a new bedroom set on 11/09/2013 and received delivery at 4:22PM on 11/16/2013. Upon further inspection I noticed several problems with the furniture that I had not initially noticed when it was delivered. I called the store the next morning on 11/17/2013 to find they have a no return policy but would have a service tech come out to look at the issues.

Issues Include:

1. Several scratches where the wood finish is damaged - headboard, footboard, & dresser

2. Unevenness of stain finish - concentration of color on bottom right of dresser

3. Corners, edges or pieces do not butt up to be flush - dresser, footboard, nightstand

4. Noticeable screw holes where the headboard and side rails meet

The hard "No Return Policy'' was not communicated to me verbally or by the terms page provided with the purchase.

The terms page states "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise isnot Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns of refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation;purchases paid by credit card will be refunded back to the credit card charged." My purchase is damaged/defective and does not fall under the list of items specifically excluded from refunds/returns. The policy leads me to believe I am in fact due a refund which is not being honored.

I'm still waiting for a call back from the sales manager who was contacting corporate for an agreeable option.Desired Settlement: I am seeking a return of the damaged product and a return of the purchase price less the deliver fee.

Business

Response:

Ashley Furniture and this customer reached an agreement back on 11/20/13. This complaint has been taken care of.

Sincerely,

Ashley Furniture Corporate Office

Consumer

Response:

Review: I purchased a mattress set in September 2015 it was found 2 months later to be defective so I exchanged it for the same mattress under the warranty. I asked to exchange the adjustable base for a standard base also for more support they said that "might" be possible, never confirming they would actually do it and that it depended on the mattress being deemed defective for them to consider it. I came home the day of the exchange delivery to find a standard foundation in my living room with the adjustable base and "new mattress" set up in my room. I called to complain and they would not do anything about it. After about a month of going back and forth attempting to speak with customer service, managers, assistant manager, supervisor etc. about this extra piece of furniture in my house they said I could keep both foundations and will give me a credit of $300 for the inconvenience. Their reasoning is they could not take the adjustable base... so now I have two bases and one mattress. 2 months later the new mattress had the same issues, being defective and sinking so I exchanged it again this time for a completely different mattress set under what they call a credit memo which was also a headache trying to get because they only wanted to credit the price of the mattress and not the base that goes along with it so that if I exchanged for a completely different mattress I would be paying appx 2400.00 for a mismatched set. Finally after several attempts they agreed to to take the foundation along with the defective mattress and provide a matching foundation with the mattress I choose. My credit memo was enough to cover another mattress and foundation and a bed set. Once again, 2 months later the same issue is happening. I asked for a tech to come assess the mattress and was told that I would hear from them within 3-5 days. They did not confirm after having a tech come to assess the mattress for defects that it was in fact defective and that they would authorize an exchange, they just automatically put in an order for an exchange without notifying me. I only found out because I called after not hearing from them within the 3-5 days of the tech coming out to assess the mattress. I have called numerous times with complaints of the way they are handling their business and the customer service that has been, or rather not been provided and they continue to dismiss their responsibility to address issues the customer has been dealing with. I have been given the run around regarding who to speak to and who actually handles customer complaints of this magnitude, no one, not even their customer service department seems to know who to contact or how to handle customer complaints. My request now is to cancel the entire account, I do not wish to go through another warranty exchange after receiving 3 defective mattresses I actually wish to dissolve the account relationship with ashley furniture. I am ok to continue to pay for the bed set that I have and the mattress protector but I do not want any other furniture, especially another mattress from ashleys furniture. Its not ok to have to continue to pay for furniture that I dont even have. I am beyond dissatisfied with the store and nothing is being done to resolve these issues. I feel at this point I have been scammed into opening an account with ashley furniture for 2400.00 and am being dismissed in my dissatisfaction. I want to close the account and just pay what I owe for the bed set. They can pick up their defective mattress and settle the account. I have received nothing but defective mattresses and do not want to do business with them any longer. I can no longer tolerate the amount of pain these defective mattresses have been giving me over the last 7 months. I work as an RN and work 12 hour shifts and my body is in so much pain and I have been dealing with headaches daily due to back neck and shoulder pain from these mattresses and its affecting my work which is also unacceptable. I do not want any more mattress from this store. I have enough reason at this point to question the quality of their furniture and do not want to deal with their lack of customer service and professionalism should there be another issue with their furniture.Desired Settlement: I want to pay for the bed set and mattress protector, nothing more, thereby closing the account with Ashley's Furniture also without affecting my good credit, all after they pick up the defective mattress.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] Garcia’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, the retail store has approved for the item to be returned back to Ashley Furniture. Someone from the retail store will be contacting the customer to have this pick up arranged. We invite [redacted] if she has any questions to call the retail store where she purchased. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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 purchased my couches from Ashley Furniture 4 years ago. I paid over $3,000 and also I purchased the life time warranty ("what ever happens it is covered" that's how they sell the insurance). Unfortunately my couches started to peel from everywhere (literally everywhere) I cannot express my feelings how this upsets me because I have a little baby in the house and this little leather pieces are everywhere, in every room, in our bed, including in my baby's mouth ????! I have to vacuum my house every single day! I contacted Ashley furniture regarding this matter and they send me one cushion cover (which is totally different color and shinier than the rest of the couch) and they cannot do anything for the rest of my couches. I know what is normal wear and tear and this is not! I am not that rich to change my couches every 4 years. What happened to my life time insurance??? Oh wait it only covers if my kids does something like if they spill a nail polish or something!!!! This is really ridiculous! I am including photos for you guys to see! I hope somebody will hear me out and honor their warranty and replace my couches. I will keep sharing my story because this issue is not only cosmetic it becomes a health issue. #ashleyfurniturehomestoreDesired Settlement: I would like them to call me like they promised. They have not contacted me yet. I would like them to change my couches with a "non-leather couches"

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 contacting

Ms. [redacted] and receiving photos of her current situation, we have agreed to

allow her to reselect her furniture. We

have issued the store credit which is now available for her to use.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: I purchased a sectional couch in May 2015. In less than 2 months it started sagging. I called Ashley Kenosha customer service so I can get a different piece delivered. They said most sagging is because of faulty cushions and that they would send new cushions and that would fix the problem. Actually a technician came and fixed new cushions and they were good for may be 2 weeks. The sagging started again. Now I called Ashley again with the problem and the customer rep who spoke to me mentioned "Once its in your home its yours". Even with 1-year manufacturer warranty, they will repair it as many times as we call them but will not return or exchange for a new piece. After 1 year I guess I can throw my couch out.Desired Settlement: I am fed up of Ashley furniture. I want my money back.

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. Upon receiving this complaint we have reviewed the situation with upper management. The individual filing the claim is not the customer on the account, however we have still looked into the issue at hand. We understand the frustration the customer is having and we want to assist with the concerns. In order to do so we would like to do a full inspection of the item to determine if there is any frame or spring issues that were not seen by the initial technician. If the unit is not meeting manufacturing specifications but is a correctable concern, we will handle with parts and a tech. If the unit is not meeting manufacturing specifications and the concern is not fixable we will move to an exchange or reselection. Ashley Furniture is operating under the terms and conditions laid out on the back of the sales invoice. These terms are initialed by the customer at the point of sale. These terms are the same for all customers. Regards, **Ashley Furniture Corporate Office

Business

Response:

Thank you for the clarification with the customer name. We will continue with assisting the customer. With regards to the concerns, we cannot advise on any options until we have had a full inspection of the unit. Once this is complete and a manufacturing defect has been determined, we will act in good faith to assist the customer based on the terms and conditions laid out on the back of the sales invoice and initialed by the customer at the time of purchase. We invite the customer to contact us at ###-###-#### to set up the tech visit.Regards,**Ashley Furniture 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. We have scheduled a technician visit.

Regards,