Ashley Furniture Homestore

Review: On 02/05/2015 we purchased a leather couch and loveseat. Upon delivery they were both damaged. They brought 2 new sets out and they also were both damaged. They left the couch even though it was damaged but did not exchange the loveseat. They brought another loveseat and it also was damaged. Since that time we have not had any results in getting these items replaced. The first of May, after dealing with the issue for 3 months we decided that we had been treated so unfairly by Ashley Furniture that we just wanted them to come pick up both items and refund our money. Well once we told them that they stopped communicating with us at all. On 05/22/15 I placed a call to the [redacted], Greg R**, and to this day I have not received a returned phone call from him. Around May 28 a young lady named Noyinh called from the store and said we would be receiving a full refund and that they would be picking up the furniture on June 13. Well since we had such a hard time with them I asked my husband to call back and confirm the amount of the refund that they were going to give. They refused to let him speak with Noyinh. On June 12 I called the store and asked for her and she told me that she never agreed to give us a refund and I asked for the manager and she gave me the office manager. I explained the situation to the office manager and she acted to concerned and said she would call me right back with an answer and I haven't heard a word from her.

Product_Or_Service: Couch and LoveseatDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want Ashley Furniture to pick up this furniture and issue us a full refund.

Business

Response:

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

Review: We purchased a bedroom set with a mattress on 7/2/2012 (Sales order# [redacted]). We also purchased the Elite Guard Protection Plan which would cover defects, stains, etc. as covered by the sales associate [redacted]. The mattress that was purchased in the package has sunken drastically. We have had Ashley Furniture's tech department come to our residence and inspect the mattress only to be told that it has not met the requirements for replacement. On 4/16/2015, we finally had another tech come to our residence (Claim #[redacted]) and advise us that the mattress has met the requirement for replacement due to the sunken area of the mattress. They advised us that there is no tag on the mattress (which was to my knowledge never on the mattress) but that it would not void any replacement/warranty. The tech guaranteed that the mattress would be replaced. I contacted Ashley on 4/17/2015 to get an update on the mattress exchange to only be told that they will not be exchanging the mattress. My wife is currently pregnant and cannot stand the defects of the mattress, we were advised by the tech that the mattress is guaranteed a replacement. If you note on our account, we have had 3 techs come out in regards to this mattress. Please just exchange the mattress.

We filed a complaint but it was routed to the [redacted] Office and was advised to file a complaint with headquarters.Desired Settlement: We just want this faulty mattress exhanged.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that you have notified us regarding Mr. [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.

In this situation regarding the customer’s mattress, Ashley

Furniture is the retailer and Sealy is the manufacturer. Sealy determines what is considered to be

defective and what voids the warranty. While Ashley Furniture does schedule the

mattress inspection and measurements, the results are then compared to the

standards set forth by Sealy. This

mattress in question did indeed measure to be defective, the mattress is

stained and missing its required law tags.

Both of those issues per Sealy, will void the customer’s warranty. Should the customer want to dispute the

warranty any further, he will need to contact Sealy directly. He can reach them by calling ###-###-####.

Regards,

Ashley Furniture Industries, Inc.

Corporate Office

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We just want the mattress the defective mattress to be replaced, the service tech stated that it will not void warranty and that the mattress will be replaced. What was the reason for having a protection plan on the products when the products are not being protected.

Regards,

Business

Response:

Thank you for the update to Mr. [redacted] situation. With regards to what the technician may have advised, the opinion of the technician is considered a personal opinion and not a business opinion. As previously mentioned, Sealy is the manufacturer of the customer's mattress. Sealy is the one to determine the warranty of their product, what voids that warranty and what is considered defective. The customer would have received this warranty information with the product during the item of delivery. The mattress is stained and missing the required law tags. Sealy states this voids the mattress warranty. Any further questions or concerns regarding this warranty should be referred to Sealy. The customer can reach Sealy by calling ###-###-####.

My husband and I purchased a new mattress set from the Ashley furniture in Carpentersville, Il in March of 2012. We had to get our mattress replaced within 6 months due to the pillowtop was sinking. Then we decided we did not want a pillow top and went with a memory foam with ION beads, which is the Simmons True Energy. We have had this mattress for almost a year and are not happy with this one for comfort reasons. My husband and I have contacted Ashley Furniture as well as Simmons to try to get something done about this, but neither company is willing to assist us. They end up sending the concern to each other. We are not looking for our money back, we are looking for a different mattress that we are happy with. This is our first mattress purchase and this has been a very bad one. Once this is over, we will never go through Ashley Furniture or Simmons ever again. The mattress is still in perfect shape along with the box springs because they are covered. We both have back issues and would just like to go back to a spring mattress. We know that there will be some funds due back to us since the mattresses that we have had are much more expensive than a spring mattress, but we are willing to stick with Ashley and Simmons to get this taken care of. Please help us with this. There is too much money involved with buying a new mattress set to just let it go and either get rid of it or deal with these back issues for the next 20 years. Thank you for your time.

Review: I purchased furniture from Ashley home store February 2015 West Covina, CA. First issue was that each of my furniture guarantee dates were not met, I did not complain however within 3 months of receiving the complete set I experienced issues with the wear and quality of furniture. With the warranty I called a technician out twice and then went into the store where the furniture was purchased and was told by [redacted] to call customer service because there was nothing he would be able to do for me. The furniture was originally purchased with Everett another manager who guaranteed that he would take care of us if for any reason we were unsatisfied. Upon reaching out to customer service I was issued a credit for reselection, and was assisted by Everett in the reselection process. My reselection was received July 2015 and within 3 months I had yet another technician coming out to examine/repair my "New" furniture; at that time I also called the store directly to speak to Everett, however I was informed by [redacted] that he was promoted to the Texas region and he was now the only manager over the store. I explained to [redacted] in September 2015 the issues I was having and he said well there is nothing that I can do for you, you have had the furniture 3 months, I am not sure what your agreement was with Everett but I will ask him to contact you. In the meantime there technician stuffed foam in our sofa and said this is what I did to mine at home , we also had one side that was over stuffed and causing the recliner to automatically go up on its own. Fast forward to November and I was reaching out to customer care again having their technician come out and ordering a replacement cover since the area where the foam was inserted busted a the threads along the seam. With the holidays I was unable to reach out to customer care again until January 2016, their customer care then said oh wow you have contacted us quite a few times and had quite a few technicians out. They then proceeded to let me know they would see what they could do to issue a credit for reselection. I went into Ashley furniture homestore West Covina to see if there was any furniture I was interested in selecting however 2 couches later with specific wants I was unable to find anything I would want to spend two thousand dollars on seeing as how this would be the third set in one year. I spoke to [redacted] and he said oh did you get another credit for reselection ; well if you select something I will give you a $100 gift card towards purchase. I just felt extremely uncomfortable with all of my interactions with [redacted] especially seeing the circumstances of our reselection, I felt as if him speaking with me was irritating him especially after he walked past on his cellphone and kept me waiting for over 20 minutes. I would love management to review their security cameras to see how long makes customers wait for assistance. I then left and reported this to customer care who assured me that his manager John would contact me within 24 hours, I waited over a week and received no call. I attempted to follow up thinking maybe it was accidentally overlooked ; I then received a call from Amelia saying they were coming to pick up my furniture that Thursday with no resolution or reselection. Within an hour of that call [redacted] had a young lady a can't recall her name call and say did you have a problem we are picking up your furniture at no charge to you what more do you want. I could not understand why I would receive a credit for reselection but then be charged a fee for pickup. I then called customer care on two separate occasions to see if John was still calling me, by the third time I was told it was being passed to [redacted]. Here we are now February 8, 2016 and I have yet to hear from any manager. This company is a joke and has tons of complaints similar to mine on numerous outlets. I just don't want to continue selecting furniture that I know has extremely poor quality, as well as guaranteed manager follow up in which is truly never followed through.Desired Settlement: I would like a refund, as well as to speak with management above the individuals that chose not to follow up so that I may share in complete detail my dissatisfaction with the numerous representatives encountered.

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 retail location has advised that they are working with Ms. [redacted] to resolve her issue. She will be coming into the store this weekend to take care of the situation. Regards, Ashley Furniture Industries, Inc. Corporate Office AB Tell us why here...

Review: Please find the companys information below. Also below is the direct info for the V.P. of the company who I have also spoken with but has yet to return any further phone calls or reply to any other requests for information. Both the local store and corp office will direct you back and forth to speak to the other as neither have attempted to address or resolve the issue.

[redacted] Store:

Corp office:

Ashley furniture

1 Ashley Way Arcadia WI 54612

Phone:

direct ph: ###-###-####

Thanks in advance for your help!

Best,

Cancelled order in December 2014 for items that company failed to deliver. Company refused to pickup items or honor cancellation. Also committed fraud

Purchased a bunk bed set in December. Order delivery was postponed 3 times for lack of availability of items. Cancelled order on December 30th 2014. Company failed to process cancellation and refused to pick up misc parts of order that were delivered. Bed set was never delivered yet they refuse to pick up the parts of the bed set that are unusable without the actual bed set which was never delivered. When issue was disputed with company they sent a letter claiming all items were delivered which is untrue. No one from the store or their corporate office have attempted to address the issue. A lawsuit will be filed for fraud against the company if the issue isn't resolved directly with the company. Am currently still receiving bills for products that were cancelled or never received.Desired Settlement: Full refund for the order ($1099). Of no refund in full is received a lawsuit for fraud and the maximum allowable by law will be initiated.

Business

Response:

We

are in receipt of your correspondence dated June 22, 2015, concerning consumer

[redacted]. We appreciate the opportunity to respond and comment on Mr.

[redacted]’s allegations.

Mr.

[redacted] purchased furniture on December 22, 2014, from the ASHLEY FURNITURE

HOMESTORE® retail furniture store located in [redacted], California

(“Retail Store”). The Retail Store is owned and operated by Stoneledge

Furniture LLC. This purchase transaction consisted of items which Mr. [redacted]

took with him on December 22, 2014, and items which were scheduled to be

delivered to his residence at a later date. On December 31, 2014, the Retail

Store made arrangements to deliver the remaining items of the original

purchase, with the exception of the B455-59P/59R/59S bunk bed. The Retail Store

experienced a delay in getting the bunk bed, but Mr. [redacted] approved the

partial delivery of the available items on December 31, 2014. Attached hereto

is the Delivery Receipt from December 31, 2014, signed by Mr. [redacted]

approving the partial delivery. The Retail Store manager approved a $200.00

credit to Mr. [redacted]’s credit card for any inconvenience of the partial

delivery.

On

or about January 7, 2015, Mr. [redacted] contacted the Retail Store and

cancelled the remaining bunk bed from his order. The Retail Store refunded Mr.

[redacted]’s credit card the amount of $420.97.

All

items have been delivered to Mr. [redacted]. The items not delivered pursuant to

Mr. [redacted]’s cancellation have been properly credited to his credit card.

However, due to the cancellation of the bunk bed, the 5-year protection plan

must be further adjusted. Mr. [redacted] is owed a further credit in the amount

of $120.00. The Retail Store is processing this credit based on the payment

method used by Mr. [redacted] to purchase the protection plan.

With

the exception of the cancelled bunk bed, Mr. [redacted] has received all items

purchased. Mr. [redacted]’s credit card should reflect the credit for the

cancelled bunk bed in the amount of $420.97 from January 7, 2015, and the

$200.00 credit from December 31, 2014. Mr. [redacted] will soon receive the

additional credit of $120.00 for the adjustment to the price of the 5-year

protection plan.

The

Retail Store has not failed to process the cancellation, nor has it refused to

pick up miscellaneous parts as alleged by Mr. [redacted]. As stated, the Retail

Store is processing a further credit for the adjustment to the 5-year

protection plan. Mr. [redacted]’s desired settlement of the “[f]ull refund for

the order ($1099)” is rejected.

Business

Response:

While we understand Mr. [redacted] is not

satisfied with the resolution of the situation, we stand firm behind our

decision to deny his request for a further refund. Mr. [redacted] accepted the

partial delivery of the available items knowing the remaining items were to be

delivered at a later date. Mr. [redacted] chose to cancel the remaining items to

be delivered. We have a no return and no exchange policy regarding mattresses,

foundations, and pillows, and Mr. [redacted] acknowledged this policy at the

time of purchase. We have provided the Revdex.com office with a copy of the signed

policy. Mr. [redacted] has been issued a refund for those items cancelled

pursuant to his request and in accordance with our terms and conditions of

sale.Regards,Ashley Furniture Industries, Inc.Corporate Office

AB

Consumer

Response:

Review: I purchased a 3 piece sectional on 2/14/2013 and for the last six months the fabric is piling extremely bad I spoke to my sales person and customer care representative who was rude and unprofessional told me that is from sitting on the sofa, exactly that's the reason for the purchase and I should buy a fabric shaver. Why would you use a fabric that have this issue if it's for daily use as in my case it's in my family room. All I am asking is for a refund or replacement. This will be the last purchase from Ashley after thousands of dollars spend I will close this account with GE Capitol.Desired Settlement: Replacement or credit for a new sectional.

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. After reviewing Ms. [redacted]’s account as well as the photo she sent in to our customer care department, we have determined the pilling to be normal wear and tear and not considered a defect. The customer can find this information in the warranty booklet under Upholstered Furniture. This booklet would have been attached to the unit when it was delivered.

Review: I feel like I could write a book about our experience with Ashley Furniture Homestore. We have been looking for furniture for a while. On 2/22/2016 we made the purchase of furniture at Ashley Furniture Homestore in Kenosha, WI. Delivery was scheduled for 2/25/2016 between 3 and 7pm. Please take note that for every time and time delivery was scheduled for my husband or I had to clear our schedule and/or take off of work. At 6:30 we got a call from Ashley saying the delivery was running late and he should arrive by 8pm. Already an hour past the scheduled delivery time. At 8:30 pm on 2/25/2015 we got a call from the delivery driver saying he was hoping to be to our house in an HOUR AND A HALF, 10 pm, I nicely stated that I would have to re-schedule delivery because my kids would be in bed at that time and I wasn't comfortable having a delivery made after 9pm. He muttered some niceties under his breath and hung up on me. The following morning I called Ashley Furniture Homestore and cancelled my furniture order pending an opportunity to talk to a manager. Which never happened. 2 days later I did get a call from the saleswoman we had worked with offering us a $200 gift card if we wanted to give them another chance. At first they weren't going to allow us to apply that towards our furniture purchase. The catch was we had to wait until 3/4/2016 to go back into the store because we were told we could only work with the saleswoman Rena and she wouldn't be back in until Friday. I had them confirm the prices of the furniture over the phone and Rena wrote it down so there would be no surprises I had to make a separate 40 minute trip into Kenosha on the 474th to place the new order for furniture. When we got there we were told that there had been a price hike in the furniture. I explained that if they couldn't honor the price quoted over the phone and written down it would be a deal breaker. We should have just walked away then. 20 minutes later Rena came back and said yes they could honor that price. We finalised our furniture purchase and schedule delivery for 3/7/2016. Several of the items with the living room set were on backorder and we were told we would have to come back to the store at a later date to pick those things up ourselves. On Saturday 3/5/2016 we got a call to confirm the delivery of our furniture for TUESDAY, MARCH 8TH. Between 9-1:30. I asked what happened to it being delivered on Monday. Shayla is the customer service rep I spoke with at this time and she said it had never been schedule for delivery on Monday. The Monday that I had taken off of work for. I asked to talk to a manager and she said she would have someone call me back. I never got that call back. Monday morning I got a call from corporate customer service headquarters requesting to re-schedule our delivery of furniture for Tuesday, March 8th in the afternoon. Between 3-7pm. I requested to talk to a customer service manager. I didn't get the name of the lady I spoke with at that time unfortunately but she very nasty. Told me that our furniture had actually been schedule for delivery on March 10. Which we would NOT have done. And if I had an issue I would have to talk to a manager at the store location where we purchased the furniture. I called the Kenosha store and requested to speak to a manager. I really got the run around but finally was able to speak with one of the managers, [redacted]. I agreed to allow the delivery of the furniture in Tuesday but if it didn't show up before 7 pm I would be cancelling the order. Our furniture was delivered at 5:30 pm on March 8th 2016. The delivery persons barely spoke any English and almost broke our front door bringing the furniture in. They were by no means gentle or careful. Both lamps came with holes torn in the lamp shades, the end table was severely scratched and a pillow was missing from the loveseat. All of which I noted on the delivery receipt before I would sign it and took a picture of it. I waited several days to see if we would receive a call about picking up our other items but still nothing. I was so disheartened and sickened by the whole situation, salespeople, customer service, delivery and damage I was unable to think about what to do about the situation for a few days. The couch and loveseat still have tags on. And everything else is as delivered. I would like them to come and pick the junk back up and give us a refund of our purchase price. This has been such a hellish experience. One I hope to never repeat and to help others to not have to encounter an experience like this.Desired Settlement: We would like them to come pick up the furniture ASAP and give us a full refund for the amount paid.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate the you have notified us regarding Mr. [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. Per the store they have reached out to the customer and have offered the following, the lamps will be exchanged at the store level, $200.00 in gift cards were sent in the mail, the rug is being sent to the store and the accessory kit is out until mid June and the customer is willing to wait for these items.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

While we have managed to receive all but the silver trays from our Ashley Furniture Homestore furniture order we are out over $400.00 in wages plus gas and time to travel back and forth to the store to remedy issues with Ashley Furniture. We have been sworn at by the first delivery guy, put off by employees, ignored by a manager, furniture was delivered broken or missing pieces and delivery guys tried to coerce us into signing off as everything being ok, and now still over a month later we are still waiting for items to arrive. While I appreciate the $200 dollar gift card that doesn't even touch the lost wages of having to take off part or whole days waiting for furniture to be delivered. Lost time and mileage and gas costs chasing back and forth to Kenosha, 35 minutes away, we have made at least 4 trips to the store. If they apply even $200 to the financing we have with Genesis or refund us $400 that would satisfy me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Good Afternoon -The store has been in contact with customer. The store will be processing an additional $200 credit to his Genesis account.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

Review: I purchased furniture from Ashley Furniture at their [redacted] location (and opened an a credit acct with them to do so) on June 24, 2011. I paid off the balance in full on April 15, 2012. I get a call on August 29, 2012 from the [redacted] location stating that they did not charge me correctly when I originally purchased the furniture and I now owed them $279. I stated that it was absurd, I did not owe this and the fact that they called me over one year after my original purchase with their mistake was not my issue and they needed to adjust it off on their end. The next day I called and closed that credit account just in case they decided they wanted to just put it on my account without my consent. I received a letter stating the account was closed with a $0 balance.

And that was the last I heard of it. No letters, no more phone calls...nothing. I check my credit report on Friday, November 1, 2013 (like I periodically do) and found that they had turned me over to collections in January 2013. They appeared to have opened some bogus account that I did not authorize with a opened dated of November 2012 and 1 month terms. So now that is on my credit and I have to deal with all three credit agencies to get this taken care of. This is not ethical business practices.Desired Settlement: Removal of billing item owed and removal of negative collection on my credit report.

Business

Response:

Revdex.com

Review: Have had Ashley deliver 3 sectional sofas that were used/or damaged. last attempt I called customer service and said I had enough, three tries to get order correct and spent more time with customer service with no management calling back. Also had end table and side end table two different colors and customer service said comes from the factory that way and nothing they can do. Another representative said yes they could do something but nothing done. Just want Ashley to pick up this order and refund my check.Desired Settlement: Rufund

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matter seriously and want to ensure the proper steps are followed so a resolution can be reached at a timely manner. Upon review of the customers claim the store manager has been in contact with the customer. Due to the multiple issues that customer has had, Ashley Furniture will be picking up the items. It is our understanding Mrs. [redacted] is out of town at this time however she is to contact the retail location to schedule the pickup date when she gets back into town. Regards, Ashley Furniture Industries, Inc. Corporate Office LB

Consumer

Response:

Ashley Home furniture has picked up there merchandise but I have NOT received a refund check.Can you please find out why this is taking so long? I appreciate all the help.Sincerely,[redacted]

Review: I contacted the company on 3/7/14 about my new King Bed slats being broken and was orginally purchased in October 2013. There was no reason for the bed to be defective. I was told the new parts would be deliveried in a few weeks. Never received I called back again and was told they are backorder and nobody said sorry for not contacting you or anything. Now today 4/30 I contact the store again because I still have nothing and the slates are broken. The lady told me she will have someone bring them to me and setup. But would call back in an HOUR to schedule delivery. Never received call and I called back at 1:30pm. This is all very inconvient to me and I am very upset with how things have been handled.Desired Settlement: I would like my items deliveried to me and an adjustment made to my bill for all this.

Business

Response:

Review: I purchased mattress set from an Ahley Furniture retail store In [redacted]. I call customer service 2 times already for my defective mattress and box spring. I was advised that the mattress and box spring was going to be exchange by a technician that came to my house to look at the product that I purchased. He said that both the mattress and box spring were defective. But than I got call from customer service that the box spring is the only thing that was going to be exchanged. Once the box spring was exchanged. We still had the same issued with the mattress. I called customer service ctr again and they had another technician come out again. And again the technician determined that the mattress was defective and needed to be exchange. Few days passed. I got call from customer service ctr and was advised that they will not exchanged the mattress because depth of the mattress was normal. I call customer service and was told that they couldn't do anything for me and need to wait 60 days again to have mattress checked again. When I asked were to complain. I was advised to complain to myself or to the store. I feel that I was lied to and wasn't treated with the respect I deserve. In conclusion I just want my money back.Desired Settlement: As the a consumer I just want the company to obey by company policies. Also why does the company have technicians check out products and determine what needs to be done with the product and then the customer service dept determines something different. In conclusion I just want my a full refund.

Business

Response:

Review: I bought a living room and dining room set for $3000 total from Ashley Furniture [redacted], they delivered to me the dining set defective first time, I did not accept it then they delivered to me the same defective one again for the second times, I did not accept it again, I contacted the customer service to complain and went to the store for money refund, and asked for getting back my $3000 and return everything, one of the managers offered me a discount $500 not to return back everything and deliver to me the dining set in a good condition non defective for the third time, I accepted the offer, then they delivered to me the same defective one again for the third time, I refused the delivery and contacted the store. The store manager refused to refund me my money in full he want to refund me $295 only from $800 also refused to deliver to me non-defective furniture. They gave to me $500 discount for total purchase not to return everything back, if he want to deduct the percentage of the discount from the dinning set I have no problem in that but he should refund me the dinning set money in full including the delivery fee total $800.Desired Settlement: Refund my money in full $800 including delivery fee, deduction the percentage of the discount is ok with me or deliver the dinning set to me non defective in good acceptable condition

Business

Response:

Review: I am extremely unhappy and unsatisfied with my recent purchase of a king size bedroom set. The dresser arrived in poor condition with a scratch on top, a drawer that didn’t open or close smoothly, and a gap between the drawer and dresser when completely closed. The delivery men were hostile and weren’t pleased that they were expected to assemble the furniture. A swap was done the following week and the second dresser arrived in worse condition than the previous one, with a gap big enough for my finger to fit through and chipped wood on the bottom of the dresser. The delivery men refused to return the piece even though customer service stated that they should have. A technician came out the following week on 12/16/14 and was unable to match the chipped wood to the dresser as a whole and stated that it would be impossible due to the mixture of different colors of the wood. He became defensive and irritable after I told him that I was still unhappy with the item. He even commented that the assembly of the piece was done incorrectly as one screw was put in upside down. He also stated that he’s seen furniture arrived in much worse condition and that I was “lucky” it was just some chipped wood at the bottom. He then stated that I would be receiving a call by 12/18/14, which I did not. I wrote a letter to corporate after not getting anywhere over the phone and was given a blank id number. It has now been two weeks and I still have not heard back from anyone at Ashley’s. Thus far, I’ve experienced extremely poor customer service and regret purchasing from this store. It has now been two months since I’ve purchased this dresser and because of all of the problems, I have been prevented from fully moving into my home because my dresser is defective. My family is a long-time Ashley’s customer but I will not be recommending Ashley to family or friends after this experience and I wish I would have taken my business elsewhere.Desired Settlement: I would like a refund as my item arrived in poor condition and was not repaired properly twice. The store never contacted me back regarding these issues.

Business

Response:

Review: Product purchased, paid in full and not delivered. Requested assistance and have not received a call back. Purchase date 11/30/14, promised on 12/8/14

11/30/14 purchased 2k in product. paid $180 cash for a private mover to pick up my bedroom set from the store located in [redacted]. Was promised my additional item on order would be delivered on 12/8/14. I was contacted by the delivery department on 12/5/14 (late afternoon) to inform me that I had to be home to wait for the product betweek 2:30pm - 7pm. I dont get off work until 5pm, was not given ample notice to be there. I scheduled a Saturday delivery and they could not do it until 12/20/14. The person I spoke to stated they would have someone from Customer service call me to discuss. No phone call received. I received a call today, 12/17 that my product will not be delivered at all this Saturday 12/20 as agreed 2 weeks ago as it is not in stock with no expected delivery date. I asked to speak with Customer Service and still not response. My product that I paid for was given to another customer as well as I made arrangements to be home this saturday.Desired Settlement: I expect Ashley Furniture to provide and deliver a product of the same or more value so I have the item as promised. This product also functions as a heater and I have been waiting long enough.

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 delivery is scheduled for Saturday, December 20, 2014 between the hours of 9:15-1:15.

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.

It's been over a month since I contacted this store to do a claim on my furniture warranty. I notify them the part of my bed was broken. The store locate in Chula Vista was open when I did I that. They referred me to two different warranty companies and none were the correct ones. Then they set up an appointment for a technician to come fix it and they never showed up. I waited all day. I tried calling them but I would get a recording saying to call back which I did every day different times a day. Turns out the store location closed. Now I called the Mira mar location where the lady that answer made me very upset because since she answered she was very rude and insensitive. I was trying to explain what happened and she cut me off and would let me talk. She just kept saying that my warranty was not going to cover for the breakage. By this time I got really upset because she wouldn't listen that I have to admit I raised my voice and told her to shut up and please listen to what I was trying to explain that happened to me during the past month. She just decided to hang up on me. Then I called back to try to understand why during my conversation with the other store no one told me that and the new lady that answer which was supposedly a supervisor did the same thing. She didn't want to hear me and said they cannot help me unless I pay for the repair and that they stopped selling the 5 year warranty like 3 years ago because they deal with different warranties now. So I understood that since they don't sell that then basically they don't want to work with me. I told her that I have been a loyal customer for many years and that I had never been treated so bad. They didn't care about it at all. I did tell her I was going to write a review on Yelp and she said that that was not going to affect them in any way. I regret having to have felt the need to raise my voice but it was very frustrating to have a person that is supposed to try to help you talk with an arrogant voice and wouldn't stop talking and didn't care. That got me irritated. I kept telling them to let me talk and they wouldn't. Then when I had a bit of chance to talk the supervisor told me to stop trying to talk over her. That I needed to listen. It was ridiculous badly handled. I really hope this gets handled. If my warranty was no good even though it's paid all the way through this October, then why wasn't I told that right from the beginning over a month ago? Thank you for your time.

Review: Purchased a Durablend sofa and love seat on 6/2011 for almost $1100. We were sold a 5 year extended warranty that we were told would cover any damage to the material or mechanisms. The couch material has begun to bubble and crack in a few places. We placed a service call to the warranty company and sent pictures of the damage. They sent out a service technician to "look" at the damage. Received an email staing that damage was not covered.Desired Settlement: I would like either a new sofa that won't peel or take this one away and refund me. If it keeps peeling at this rate it will be useless and money wasted.

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.

I purchased a living room set from Ashley and got delivery of sofa and love seat the next week but was told that my tables could not be delivered for another 5 to 6 weeks. I would not have made the purchase if I was aware of this long delivery time.

http://www.consumeraffairs.com/furniture/ashley.html

The sales people and managers at this location are the WORST!!! We spent 2 hours waiting for the sales guy to complete the sale then a regional manager stepped in and told him that they couldn't approve the sale because they would not deliver the furniture to a different address then what was on our account there. They claimed it was a type of fraud protection even though I verified my identity with my license and other credit cards. He was very rude and condescending. I felt bad for the sales guy because he was really trying to help us. Later that night he called us and told us to come back and he would honor the deal (of which I had a copy of) and we could deliver anywhere. I mean we are paying $129 for it so you would think they would do it. I ended up calling corporate to issue a complaint and they had never heard of such a policy. I ended up going back because it was a good deal. This time the sales guy was not there and instead the manager helped us. BAD IDEA!!! He refused to look at the original invoice which had a grand total including tax of $1877. We spent another 2 hours dealing with him ending in an invoice of $2700...[redacted]! We again tried to show him the invoice. He finally looked at it and when we went up to pay the total he came up with was $2100...[redacted] AGAIN!!! We again showed him that the original deal from 2 days before was $1877 including tax. He tried to say it did not include tax so I guess GRAND TOTALS do not include tax???? We were at our wits end and even the ladies at the pay station were frustrated with the manager. Finally I said I was done and just wanted to pay and purchase my furniture. The manager then turned to the pay desk girls and told them to cancel everything...HUH!!! He then told me that he would not sell me anything. I was being very patient and just wanted to pay for my furniture and go. Now the guy refused to sell it to me. This was the most upsetting sales experience of my life. This guy made me feel so terrible and belittled. I will never shop at Ashley furniture again!!! I urge you to stay away as well.

Review: We purchased a table and 6 chairs, along with the insurance/warranty for the table. We were told if there are any scratches or other damages, all we need to do is contact the number given on the warranty sheet. We indeed contacted the number provided by Ashly Furniture's representative/salesman and we were told it wasn't covered with the warranty typed purchased. We specifically asked the salesperson if such thing would be covered by the warranty, and we got a positive answer twice.Desired Settlement: To get what we were promised: someone to come and buff the table and remove the all minor scratches or return the money we paid for the warranty.

Business

Response:

Good Morning,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 reviewed with Guardsman the claim on dining room table and chairs. The claim was denied for two reasons - 1) no incident or accident to cause the damages and 2) reporting time frame (damages must be reported within 5 days of occurring). The customer called Guardsman on 1/28/16 to report damages from 12/5/15. The claim will not be overturned. The customer may contact Guardsman to receive a pro-rated refund of their protection plan. Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

I was told one thing by the rep who works for your store, now I need to contact someone else? I was told the coverage is thorough tou guys and everything would be covered within five years of purchase, no questions asked. As of now, my table is still damaged and I paid for the warranty which later I found out is thorough someone else and not Ashley furniture. It's easy to blame the third party of course.

Consumer

Response:

Review: Hello [redacted]. I had changed my last name this year to [redacted], however the store has my information as [redacted]. There should be one complaint. Their address is [redacted]. Phone ###-###-####

Thank you and please let me know if you need additional information.

company sent me too duplicate payment for prior complaint and reported to collection

I purchased a bed 2 years ago and paid all cash, complained about their delivery which was taking very long time and agreed for the company to send me $250 in reimbusement. However they made a mistake and sent me 2 $250 checks which I cashed since I did not receive any communication. 2 years later I receive a collection notice from a third party telling me to pay. When tried to resolve this with the company I was told that they are not going to wave it. How am I responsible for their mistake? And how can they report it to my score. Please help me resolve this and stop the collection process as I have not breached any contractual agreements.Desired Settlement: waive the repayment of $250 since it was their mistake and no communication was sent to me. And correct the credit score reporting by contacting the 3rd party company to stop the collection process since I am not violaiting any contractual agreement

Business

Response: