Ashley Furniture Homestore

Review: We spent $1700 on a new bed and it is uncomfortable to sleep on. It is a nationally known chain and I never expected that the bed would be uncomfortable since we were buying a name brand and spending what I believe to be a lot of money. It never occured to me that we would have a problem, and then when we did I didn't think we would have any trouble returning it, I just figured we would try a differant mattress at their store here in [redacted]. When I called their customer service and asked them why they didn't guarantee the products they sold the representative said that they did guarantee against product defect but not comfort. The gal said they could send a tech out to inspect the bed for defects. I told her it wasn't defected but she said this is the only thing they would do. A tech did come to our house September 12th. He was very nice and sympaththetic. He of course determined that there was nothing structurally wrong with the bed. Customer service did call me after his visit to tell me there was nothing they could do for me. We have not been in touch with the local store . All of our conversations have been with their customer srvice department which I believe is in Wisconsin. The bed is uncomfortable. I think maybe the bed is too firm because my pressure points would wake me up at night because they hurt so bad. We bought one of those egg shell mattress toppers and it helps some but not all. I still have pain between my shoulder blades that wakes me up. That is why I think the bed is too firm.So then I will try to sleep on my back but that results in severe lower back pain. If I take a pain pill and a muscle relaxant at night before I go to bed it is better but that is because the muscle relaxant knocks me out. I am upset that each month we make a payment on a bed that is uncomfortable and I still need a good bed to sleep on.Desired Settlement: I want to return the bed. Before I would have settled to just exchange it but I am so mad at them I will never shop there again. I would like to also say that we have purchased plenty from Ashley in [redacted]. And we have never had a problem until now. We have been good loyal customers and I never would have guessed that this would be such a problem. I need a good nights sleep!

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

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

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

so a resolution can be reached in a timely manner.The customer accepted delivery on 8/20/14 of the mattress set. On 9/9/14 the customer called in and we scheduled a technician. The technician was out to the customer's home on 9/12/14 and at that time the mattress had no manufacturing defects. We have a no return policy on all mattresses.

Sincerely,

Ashley Furniture Homestore – Corporate Office

Consumer

Response:

Review: We had purchased furniture from this store and we had purchased an extended 5 YEAR ELITE Protection Plan to avoid exactly this problem, we had already reported problems and called the protection center multiple times they came in and never completed the job and they would always state that our protection plan didn't cover any of the damages made to our furniture specifically when indeed the descriptive pamphlet I had received with my plan had stated that it covered basically ALMOST ALL STAINS AND DAMAGES. This protection "coverage" states it protects against all incidents when in fact in reported all incidents that needed repair and attention, it received only attention but absolutely no repair. And we always would get the same response "Your protection plan doesn't protect against that".Desired Settlement: I at least would like my products to be cleaned and repaired as promised as we have proof we have called various times and have received no positive action. And if my protection plan truly doesn't honor any protection I would either like a full refund or exchange for another product so at least the manufacture can refurbish the product anyhow and resell it.

Business

Response:

Review: We purchase a mattress and the foundation for it,. Product was deliver by the furniture store personnal and set up by them. The mattress after six months started shiowing indentation so we decided to contact the store by the beginning of March 2014 to have the issue resolve. Ashely technician came around 03/05/2014 he took pictures and use a string across the mattress to see how much indentation has suffer and took pictures. He said before he left our home that we will hear from Ashley in about 10 days. Ten days past by and no phone call. we waited another 5 days and nothing happened, so we decided to call back. Ashley said that they need to send another technician because some of them were fired. So we accepted to give them another chance to make it right. Well the second technician came and started to pulling to try to have the indentation disappear so my wife touched the mattress were the indentation were to see if the mattres has been "FIXED" and the technician said that he can not continue with the inspection and he left.Desired Settlement: Wish Ashley will replace the mattress since is defective.

Business

Response:

Review: I ordered/purchased several items from Ashley. During the confirmation call I noticed that my area rug was not listed under item that will be delivered. The representative then explained that the rug would come through the mail instead of being delivered with the other furniture pieces. I became very upset because I was not informed that the item will be mailed at the time of purchase. In addition to not being miss informed I had not yet moved into the house and Ashley did not know the expected mailing date. I then asked to file a complaint. Because when I called the store the sales man or store manager was not available. The representative insured me that she would send the complaint to the [redacted] and he would call me within 24 hours. It has now been 48 hours and I have yet to be contacted. I received a smaller version of the rug I ordered in the mail yesterday. I have not even received my furniture and already I am a very unhappy customer. I have been misinformed, lied to, and mailed the wrong rug.Desired Settlement: I would like a refund and the correct rug. I choose my entire decor around this rug ( lamps, throw) that I will not have.

Business

Response:

Review: Furniture Durablend flaking and peeling and sofa sleeper arm separated from couch almost. Sleeper was not built right and sinking in the middle. Despite being used 3 times. Furniture is peeling constantlyDesired Settlement: Replace the furniture that was advertised to me by ashley furniture reps that it was durable and leather. Totally opposite. Man made synthetic plastic.

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.Please submit photos of the damages being reported to email address [email protected] or text ###-###-####. Please put in subject line SR743393 Attn. [redacted]. If you also have the serial number for the sofa sleeper please include that as well.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

Review: I purchased furniture from ashleys about a month or two ago and my furniture arrived damaged. I have had 6 attempts to deliver my furniture without damage and it seems like it is not possible. I have contacted the store manager and the regional manager who have both been very rude and very un polite to me. I feel like they are blaming me for complaining about damaged furniture. They sent a guy out to repair my furniture and the repair person told me that he was only told to repair one piece. I want my furniture in the condition I should have gotten it.Desired Settlement: I want my furniture fixed or delivered with no damage and I am only available weekdays after 7 pm.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of the customer’s account, we have scheduled a technician to go out to repair the items on 4/02. Once we have received the report from the technician the customer will be contacted with 24-48 hours. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Review: I purchased a living room set on 05/24/2015. First, my delivery did not occur as I was initially told and I was forced to reschedule. Then upon delivery, I did not receive the four wall sconce metal 11 X 31 wall décor items included in my purchase. I have since spoken to several different store representatives and customer service representatives from the 800 number. I've spoken to 3 different supervisors as well, and as of today, 07/15/2015, I have not received delivery of such items, nor a refund, nor any resolution, not even a call back from the many that have promised to do so. I have experienced the worst customer service and for a company that "strives" to provide customers with the "best values, selection and service in the furniture industry," they have very much fallen short. I have reached out to Ashley's furniture for two months now . I have been patient enough in voicing my concerns, but no one is listening!Desired Settlement: I would like Ashley's furniture to fully refund (including tax) my order for the Wall Sconce Metal 11x31 décor and to please remove me from their mailing list and email lists. I believe I have provided them with enough time to figure out what happened and to offer a positive resolution. I no longer wish to continue waiting for calls to the warehouse or talks with the many managers that are always on break, lunch, or with other customers. I will no longer be a consumer of such shady practices. "The bitter taste of bad customer service lasts longer than the sweet taste of a good price..."

Business

Response:

Date: 7/20/15

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contact Ashley Furniture Industries in regards to your complaint. I do apologize to hear of your dissatisfaction.

At this point the [redacted] store manager has tried to reach out to the customer 3 times over the last few days and has been completely unsuccessful. We request that the customer please contact the [redacted] store for any further assistance. Please call ###-###-####.

Please let me know if you have any further questions.

(Reference Stoneledge SR# 424145)

Regards,

Ashley Furniture Industries, Inc.

Business

Response:

Thank you for your response in regards to your complaint with Ashley Furniture. I do apologize that you felt you had paid more for the wall décor. Our record show the customer was charged exactly $30.00 plus tax for the item and was refunded that exact amount. I am not sure why the customer feels they paid $40.00 for the item. I have attached a copy of the customers purchase history showing the amount paid and the amount refunded. In regards to the customers rug, they were never charged for the rug and they would not be receiving that item. That item was canceled off of the customers purchase history prior to the customer getting billed for it. Please review the attached document for all charges and refunds made to the customer.Again Ashley Furniture has refunded all amounts paid to the customer to Synchrony Bank where the customers purchase was finance through. Ashley Furniture is unable to do anything further with complaint.Regards,Ashley Furniture Industries, Inc.

Consumer

Response:

Review: 11/27/2012 my husband and I purchased two recliner chairs, both the same but different colors. We also were told by the salesperson [redacted] for $79.99 we could buy a 5 year protection plan, On 1/27/2014 we called Ashley Furniture and were told to call [redacted] Service Center located at [redacted]. I told them when I purchased the chair and didn't know what was wrong on it but it needed to be seen. They told me they would send forms to fill out and it would probably take about a week before they would get here. The day I received them I filled everything out and send the form back telling them what looked wrong with a copy of the bill of sale on 2/3/2014. I received a call on 2/10/2014 from [redacted] employee asking me what day the chair was broke and how did it happen? Of course I don't know what day it started to loosen up so I said I'm guessing I noticed a slight difference maybe a month ago as he was pressuring to give him a day. He then went on to say the warranty was over if it wasn't reported after 5 working days. I'm sorry but I didn't think it was going to get worse . So I told them this warranty was not told to me in this manner when we bought it and told him I would get in touch with Revdex.com. I then called Ashley Furniture again and was told because it was over a year old they couldn't do anything. The salesman that sold me chairs no longer works there and should have explained the warranty to me. I feel for 1 year 2 months my chair should not be falling apart. We're an elderly couple with no children or pets. I know paperwork says 1 year but a good company should stand up for it's product in order to keep a good name for a matter of a few months. And I also think they should stop selling this warranty which is another drop in their pockets for $79.99. Thank You for your time. In the meantime my retired husband and myself after saving for a long time are now down to one good recliner and a lesson not to purchase any other products at [redacted].Desired Settlement: Replace or repair

Business

Response:

Date: 2/11/14

Revdex.com

Complaint Department

Complaint ID: [redacted]

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

Upon speaking with the customer I have requested photos of the issues the customer is having due to the customer being outside of their one year manufacturing warranty. The customer was unable to tell me what the exact issues were with the recliner so I thought photos would help to show the problem more thoroughly to see if there is would be anything I can do to address the issues. The customer informed me that she does not have time to be messing around with photos and refuses to send them in. After speaking with the customer her complaints were the differences between the two reclining chairs that she has. The customer purchased two completely different recliners, one model number [redacted] & one model number [redacted]. With the recliners being completely different there is going to be differences between the two chairs.

At the time Ashley Furniture would be unable to assist the customer with any issues on their chairs due to being outside of the manufacturing warranty and also unable to send in photos.

Thank you for giving us an opportunity to respond to this complaint and please feel free to contact me with any further questions or concerns.

(Reference Kingswere SR#141364)

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Business

Response:

Date: 2/12/13

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank You for responding to Ashley Furniture in regards to your complaint. Unfortunately Ashley Furniture would not be able to assist any further with the issues with out some sort of photos. The customer has the option of either sending them VIA e-mail, text message or through the regular mail. I do apologize but we do not have certified technicians located at the Ashley Furniture stores to go to the customers home from the store.

Again, Ashley Furniture would not be able to assist any farther without some sort of photos.

Thank You for contacting Ashley Furniture in regards to your complaint.

Ashley Furniture Corporate Office

Consumer

Response:

Review: I purchased a bedroom set I was bitten up by bed bugs on two separate occasions. The first time was back in March a couple days after I had the furniture I was bitten. I didn't think it was the furniture I just sprayed my room for fleas, insect and spiders caused I knew something bit me. Mind I just purchased this brand home built in 2012 I am the only one to live here. The furniture was brought in Feb 2013.I continually was bitten not know my mattress was the cause of my bites. Until while laying in bed I saw a small red bug crawling across my shirt. I didn't know what it was I did some research on small red bugs, then I did research on Ashley Furniture and saw numerous other complains on the internet about infested furniture purchased from Ashleys'. I have bites on my neck, arms, back and shoulders. The mattress is an Sealy mattress I've seen on the internet I am not the only consumer who have this issue.

Product_Or_Service: Bedroom Set with mattress

Order_Number: 1201267590, 12012675

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like them to pick up the furniture and refund my money and also be refunded pest control services to get rid of bed bugs that are now here.

Business

Response:

Review: My daughters and I went to Ashley Furniture (AF) in [redacted] to browse for a living room chair. We saw a chair that we liked and we were convinced by AF sales representative, Ms. [redacted], that I should purchase it. During that time, Ms. [redacted] informed us of the bedroom furniture sale AF was having. Although I was not interested in purchasing a bedroom set at that time, we were influenced by Ms. [redacted] to allow her to show us the displays. Ms. [redacted] persuaded us that I should also purchase a bedroom set because of the attractive financing option AF offered. She further swayed us that I should purchase the Tempur-Pedic queen mattress and foundation by her continuous explanation that the mattress would relieve my hips/back pain because it would conform to my body, and by financing it through the financial institution utilized by AF, my monthly payments would be even lower--within my budget--than if I did not purchase the Tempur-Pedic mattress/foundation with the bedroom set. And although I was told the mattress/foundation could not be returned/refunded, because of the constant expounding of the benefits by Ms. [redacted], I felt there would not be a need to return it/request a refund credit and so I eventually succumbed.

Although I believe I allowed sufficient time, the Tempur-Pedic mattress/foundation did not relieve my hips/back pain--instead the pain increased! So I purchased a memory foam mattress to place on top of the Tempur-Pedic mattress/foundation I purchased from AF--in hope that the memory foam mattress would help.

I contacted Ms. [redacted] and [redacted], Mr. [redacted] regarding this issue and requested a return of the product and refund credit to my credit card; however, I was denied such.Desired Settlement: I desire to have a refund, including tax, credited to my credit card account that I acquired through Ashley Furniture HomeStore for the Tempur-Pedic mattress/foundation I purcahsed from AF. AF may have the return of the Tempur-Pedic mattress/foundation.

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.There is a no return policy on mattresses as all sales are final per your signed terms and conditions. All mattresses have a full warranty provided by Tempurpedic. If the customer is having manufacturing issues they would need to contact Tempurpedic directly @ ###-###-#### or email @ [redacted].

Sincerely,

Ashley Furniture Homestore – Corporate Office

Business

Response:

Hello -

Review: about 4 years ago my wife and I bought our leather living room [ sofa] at ashley furniture store in [redacted] they asked us if we wanted to buy any warranty for our sofa's they said it would cover any tears cause by anything even if I had a pen in my pocket and by an accident it poked a hole on the sofa it would cover about a year ago my sofa's started tearing for no reason I was sitting down on my sofa without my shirt and a big piece of material got stocked to my shoulder and then we noticed that the leather or vinyl material on all of them started cracking everywhere so we called them and they said they will call me with the answer so they send me a letter denying any repairs so I called them again so they told me to fill up a form so I did and they still denied it so I went to ASHLEY and they said they can't help so that was it ……

I thought we lived in country of laws but now I know that big companies violate all this laws and it's so hard for me to hire a lawyer because of my income I hope you guys can help us because just like me there are a lot of people in the same situation thank you …..GOD BLESS.Desired Settlement: DO NOT ADVERTISE ANYTHING THAT IS NOT RIGHT

Business

Response:

Date: 7/16/14

Revdex.com

Complaint Department

Complaint ID: [redacted]

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

Upon review of the customers claim we at Ashley Furniture would not be able to further assist with the issues at hand. The customers furniture was purchased on 10/10/09 with a 1 year manufacturing warranty. The furniture that was purchased is 100% polyurethane not leather. Unfortunately Guardsman would not cover the customers issues either due to Guardsman only covering accidental damages from a one time incident. The customer may review his Guardsman policy given to him at the time of purchase for further information on what is and is not covered by Guardsman. Again, I do apologize but Ashley Furniture will not be able to further assist with this issue.

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

(Please reference [redacted])

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

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Consumer

Response:

Review: We purchased 2 dining tables and a sectional couch from Ashley furniture. One of the dining tables we explained to the sales person would be used as our everyday kitchen table. The sales person assured us that the table we selected would be perfect for every day use as it was made of high quality hard wood and had an additional hard wood veneer for added durability. After about a week of normal use, we noticed that one of the leafs began bubbling at the seam. The "bubbling" portion of the leaf is on an insight edge, meaning it touches 2 other leafs as it's a "butterfly" table. We contacted Ashley as it's clearly a manufacturing defect and we believe that particular veneer was not properly sealed. They sent a technician out who indicated several things: moisture would have had to of gotten in between the table and the veneer causing the bubbling. When asked how that could of occurred he indicated that "it's just the quality of the table". When questioned further, he indicated these tables can not be washed or wet at any time, which makes me wonder why this table is falsely advertised as a dining table - if you can't dine on it. When asked why the touching leafs do not have the same "damage" because clearly if one was "wet" causing damage the touching veneers would have been exposed to the same, he said he didn't know. He indicated his report would recommend that Ashley replace the defective leaf. A few days later, we received a call from Ashley indicating that water damage was not covered by the warranty and they would do nothing to resolve the issue. This is clearly a manufacturing defect as the veneer was clearly not sealed properly to allow water from normal, every day use to get into one leaf but not the others after one week. We had a table from [redacted] that cost us $148 and lasted over 10 years - the only reason we purchased a new table was because the [redacted] table was too small for our growing family. This table cost us $999.99 and only lasted a week before it began "falling" apart. I find it horrible that this company does not take pride in it's products, does not stand behind the quality of it's products (the technician specifically indicated that these tables were not made to be used, not of any quality and he sees these issues all of the time) and will not make an attempt to resolve an issue that is clearly the result from poor craftsmanship and the veneer on this particular leaf not being properly sealed.Desired Settlement: Ashley should honor their warranty as this is clearly a manufacturing defect and replace the table immediately. We are hard working Americans who scrimped and saved for this table, spending more thinking we were getting a high quality product that would last our family for years only to find that the table had a clear defect and to be told that the company would do nothing to fix their issue. We take pride in our home and they should take pride in their products and act with integrity in this situation.

Business

Response:

Good Afternoon,

I have called and spoken to Mr. [redacted]. He will be sending me in photos. Upon review of the photos we will be in contact with Mr. [redacted] to discuss.

Thanks,

Ashley Furniture Corporate Office

Review: I paid over $2469.29 for a couch sectional. I expect a quality, pristine condition piece of furniture. I get delivered the couch and when the man puts it together, I examine it. There is a small hole in the corner of the Right Arm relcliner ... (which happens to be on the left side of the couch), he noted it, photographed it. There is a larger hole in the corner of the wedge piece, he notes it and photographs it. The wedge and the armless recliner piece do not sync up properly... there is a large jutting out corner as they cannot connect to the holds between the couch and line up properly. He says its a design issue. We call tech. They say accept the couch pieces, we will send a tech out asap to resolve all issues. I sign, noting on the paper that I sign for acceptance solely under the condition that I will get the couch delivered to my satisfaction. The tech comes out... says wedge is crooked... thats why it won't line up... and the other pieces will get replaced... I get a call saying I will get another call telling me the delivery time of new pieces. That never happens. Rather, a week later I get a call from the delivery man saying he is almost to my house. I was at work as I was unaware of the delivery. I have to clock out of MY job and lose over an hour pay to accept delivery. The arm chair was declined as it was the wrong side, not the piece I needed. I accepted the wedge because it was less damaged than the original... however it was damaged with a hole in the EXACT same corner as the other one. But at least it wasn't crooked. The delivery men decide its actually the armless recliner next to it that has a hinge problem with the back of the seat that is causing it to not line up properly. So, not only did NONE of my problems get resolved, I now have more. Delivery man calls and talks to tech, they assure me that its ok to accept the couch as is and all will be made right. Delivery men say they see this all the time with Ashley's furniture... they are contracted by Ashley's... not actual Ashley's employees. I don't get a call from the company for resolution. I call them. Talk to 3 different people. Last man, a manager, Kevin, is rude and put out that I want my money back. Says his higher up manager will call me saturday morning. That call doesn't come. We call Ashley's on sunday morning. Again get someone who can't actually DO anything to resolve the situation and keeps trying to put it back on us and make it OUR problem. They had a chance to deliver me a brand new product... there was a problem with at least 3 of the pieces. They redeliver. They have a second chance to give me a brand new product. Still problems, NOTHING is resolved. I lost an hour of pay at my job already. My time is worth something. I will NOT drive 2 hrs back there to resolve this with these people. They can do what's right by returning my money and taking the couch back. So far I am the only one losing here... they lose nothing by taking it back and returning it to the manufacturer. I lose everything by playing this game with them. My time, my sanity, the value of my purchase, etc. I am 100% done with this rude company that supplies sub par quality. I sat on every couch there. This was the only couch that would suit our room. I don't want another product and I don't ever want to deal with them again. They keep playing the make me call them, I talk to the person who can't resolve anything, someone will call me back but no one does game. I am done.Desired Settlement: They had the chance to repair twice... once with the repair tech being here and secondly with the re-delivery of the pieces. I think I am more than justified in wanting and getting my money, in FULL, back to me ASAP. They can come this Tuesday and take the couch away and refund my CC in full. That is the only acceptable solution. I will not exchange it for another sub par quality couch that isn't what I wanted from a company that obviously doesn't care that they sell bad quality for a high price and then has terrible customer service. They need to refund my money immediately out of respect for the time and money I have already invested in this as I had to drive two hours to them to begin with. No more. Money back now. Thank you.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

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

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

be reached in a timely manner.Upon receiving customer's complaint we have reached out to the store's upper management. Upper management from the store has reached out to [redacted] and has offered an even exchange of the items, however she had turned down that offer. The store's upper management has now offered to pick up all of her items for a full refund. Items were picked up on 11/28/15, and Ms. [redacted] was advised by the store to call them once items were picked up and they would get the process for full refund going. Ms. [redacted] items were indeed picked up on 11/28/15 and returned to our facility. The store will be processing a full refund if they haven't already. Sincerely,**

Ashley Furniture Corporate Office

Business

Response:

Thank you for the update from Ms. [redacted]. We

apologize for any and all inconveniences this situation may have caused

her. The refund has been processed and should be returned to her credit

card within the next few days. Due to the holiday weekend, it may take a

bit longer to fully refund. We invite the customer to contact the retail

location early next week if she does not see the credit.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. The refund has now posted. Thank you. I consider this resolved.

Regards,

Review: On September 1, 2015 we purchased a queen-size comforter set from Ashleys Furniture, with the understanding there were no returns. We moved into our condo on [redacted] on Thursday September 24th, when we started using the new comforter. Last week we noticed all of the seams were pulling apart and there was a large, approximately six-inch tear in one of the seams. We took the comforter back to Ashleys. They questioned if we washed it or if we had a dog and said they did not know if they could believe us. They reiterated the no return policy, at which time I said the comforter was new and defective. They said there was nothing they could do. We expressed our dissatisfaction, as we had also purchased some furniture there. Upon leaving the store, we decided to leave the comforter at the store as the seams were pulling about and the large tear in one of the seams.Desired Settlement: Refund

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 am working with the store to resolve this issue. Would the customer be able to provide a sales order number with the bedding they returned to the store?Regards,Ashley Furniture Homestore – Corporate Office

Consumer

Response:

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

The sales ordernumber order they requested is [redacted].

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:

This claim was closed as resolved. The customer finally added the sales order number so I would be able to find the bedding. I contacted the store and they said the bedding was horrible – it smelled and they stated the comforter set looked like it had been washed in a washing machine. The bedding we sell must be dry cleaned only. The store will not be refunding the comforter set as the sale was final. I will be attaching a copy of their sales receipt as well – please attach to complaint.

Review: On 06-06-2015, my wife and I went to Ashley's Furniture looking for a new couch and dinner table. We ended up also getting a entertainment center and bed frame, and this is where the trouble started. While ordering the bed I told the sales person that our bed was currently sitting on a metal frame and asked if I would need a box spring or something for the bed to sit on and was told no that it would sit right on the bed frame. I should have known this was wrong, but I also expected them to know what they are talking about. We were told that a couple of the items would not be ready until the end of July and after considering our options decided to proceed. A few weeks later we are wondering when our items are going to start arriving and look at the receipt which showed that the first items would arrive the next week, but that the others were not scheduled until the end of August. After contacting them and complaining they were able to get the order moved up so that only a couple of the components of the couch and entertainment center would not be ready that weekend. The weekend comes and the delivery guys put the the stuff in place, and mention that the bed frame would need a box spring or bunky board. I immediately call the store and get told that the manager is not there and there is nothing they can do while at the same time being rushed by the delivery people to sign so they can go. So I send a email to the corporate site with my complaint because I had very specifically asked if I was going to need one, and needed to rush out to purchase one. I get a phone call regarding my complaint a week later, not from someone who can actually help me but to ask if I would like to get a call from the manager to which I said yes(and to this day I have not received this call). On July 4th we discover that the bed frames side rail is resting on the ground instead of being attached to the bed and found one of the bars that cross it are cracked. Knowing the delivery people were coming the next day to deliver the last components and that no one was probably working on the 4th we decided to wait and see if they can do anything the next day. The next day comes, and they arrive unbeknownst to my wife or myself as we are in the bedroom because our daughter decided not to inform us. When we walk out of the room we find the components still packed with one on our roomba. They had our underage daughter sign off on it and did not complete putting the system together. Rightfully enraged we attempt calling the store with no response, so we drive to the store. At the store we request to speak to the store manager. We explain the problems to the manager and again we are told they are nothing they can do that day but he says he will personally come out on Tuesday(today) with their best tech to fix things and offers a gift card which we decline as we just wanted our stuff as it was promised. I got a call that they would replace the bed on Thursday and agreed but as of right now I still have the chaise and the bridge for the entertainment center in its packaging in my front room. The manager never showed up with his best tech, and so far all of our issues have been thoroughly ignored. This has been beyond disappointing and probably the worst experiences I have ever had.Desired Settlement: I want my issues resolved finally, and maybe an apology for wasting so much of my time and energy!

Business

Response:

Thank

you for contacting Ashley Furniture Industries, Inc. We appreciate that you

have notified us regarding [redacted]’s situation. We take these matters

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

reached in a timely manner.

The retail

location has been working directly with Mr. [redacted] to resolve the issue. They will be issuing a credit and have made

arrangements to assemble his entertainment center. We truly apologize for any inconveniences

this may have caused.

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 find that this resolution is satisfactory to me.

Review: I went to the store in the [redacted] on 4/18/2014 and purchased $2856.86 worth of furniture I paid $2500 in cash and charged the $356.86 to the [redacted] I received from them. I requested the delivery date to be 5/31/2014. Everything was great until I received a call on 05/29/2014(2 days before scheduled delivery) to tell me the couch could not be delivered until 7/26/2014 almost 2 months later. I was calm hoping this was just a fluke. I called the [redacted] and he guaranteed the furniture would be there on 5/31/2014. On 5/31/2014 they show up with half of a couch with metal clips for the other half sticking out and expected us to leave it like this for 2 months. I call the store during this business delivery and the receptionist refused to get the [redacted] because he was too busy and she used unkind words and hung the phone up on me. Now I was upset and I called back again requesting her name and the person who answered asked me to hold. Now [redacted] answered the phone and said he will try to get it there next week. With all of the drama in between and head aches of driving back and forth to the store, we came to an agreement which silenced my frustration but I was still upset with how they do business. Finally the other half of the couch arrives and all seems to be going good. Now here we are again, Ashley's furniture has charged my card for $325.25 on top of my $356.86 totaling to $682.11. Once again I call the store and I speak with a few receptionists who could not explain the extra charges and transferred me to the [redacted] also could not explain those charges on my card but promised to refund the charges on the next billing cycle. It is passed the next billing cycle and there have been no changes, they emailed me a refund request form stating it was turned in but no action has been taken. I have opened up a dispute case with GE services but it seems to be another dragged out process of excuses as well. I just want the $325.25 taken off of my credit card as the invoice I signed has no such charges and cannot be explained how they are on my credit card. As another note at this point the 5 month and continuing head ache this company has put me through, I could never bring myself to do business with them again or recommend anyone to do business with them.Desired Settlement: I just want the $325.25 taken off of my credit card as the invoice I signed has no such charges, nor did I agree to them and cannot be explained how they are on my credit card.

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.Per our Finance team the refund was issued to the consumer's account on 9/4/14 and depending on consumer's billing cycle it may not reflect on this month. The consumer may also verify from their online account or contact Synchrony directly.

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.

Order Furniture online they delivered 2 chest that I order in UPS mail ? had to resend back 5 separate times only to receive more damaged ones in return. I contact them several times spent over 3000.00 and received the worse service ever. I encourage people NOT to shop here and be aware they are not a good place to buy furniture through. I contacted them several times and each time they responded that they would just send another one and each time they the chest's were destroyed. No store credit no nothing just that after 3 months of trying to get furniture they would just refund the money ? They do not do good business or have quality furniture like they state. This place should be shut down !

On 10/7/14 my wife and I purchased a complete bedroom set from Ashley Furniture in Folsom Ca. Our delivery date was to be Sunday, 10/12/14. On 10/10/14 I received a call from Ashley Furniture informing me our room needed to be cleared of all furniture prior to delivery. We donated all of our furniture on Saturday 10/11/14 and painted the entire room. We were inform that same day that the bed would not be delivered due to unforeseen circumstances. The earliest they could deliver was the following Thursday, 10/16/14 which forced us to sleep on the mattress on our floor surrounded by the new set. On 10/16/14 they delivered the wrong bed. After driving over to the store and having much discussion with the store manager, and with being tired of the run around, I decided on the bed they had wrongly delivered. At that point the "warehouse said they could not get the drivers to return the bed. I soon discovered that the store manager has no authority over their warehouse deliveries. Consumers need to beware of this inconvenience. At Ashley Furniture their warehouse is the authority and the store managers hands are tied. To my wife and I this is bad business. We now have to sleep on the mattress on the floor until next Sunday, 10/19/14. If you need further information [redacted]

Bought a coffee table and the finish is peeling. Ashley will not respond to calls. I want a refundBought a coffee table and 4 month later the surface started peeling. Ashley refinished the top and 2 weeks later it started peeling again. I want a refund and they will not respond. Customer service is horrible. I have been working issue for over 2 monthsDesired SettlementComplete refund Business Response Thank you for contacting Ashley Furniture, we have researched Mr. [redacted]'s account. The return approval for the table is still open (return # XXXXXXXXXX) and once we receive the table back, we will process the refund. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I returned the table 6/7/16 to the Ashley Furniture Warehouse and I am awaiting my refund. I will be satisfied once I receive my refund check. Final Business Response Mr. [redacted]'s refund has processed, please see attached screenshot.Final Consumer Response I did finally receive a refund check. Thank You Revdex.com for you assistance. Without your help I would still be fighting this issue.

Review: Ashley delivered DAMAGED and PREVIOUSLY REPAIRED furniture as "NEW". Ashley is unwilling to replace or allow return/refund, even though we were told by sales associate we had 5 days to return/replace. Also stated in writing "anyone over 18 can accept delivery", so the actual purchaser need not be there. Ashley's sub-contracted delivery service set up the table, assuring me it arrived undamaged and in perfect condition- yet they did not remove Styrofoam dust & particles from furniture so it would be visible to "see" any hidden damage. They promptly told me to sign a paper that showed they delivered the merchandise and satisfaction with their "delivery SERVICE & SENSE of courtesy/comfort", was okay. THEY AT NO TIME TELL ME TO INSPECT TABLE, nor was it thought to be urgent since my husband, who's name is on the purchase, would not be home from the firehouse to "see" the table until the following morning. Not to worry, we were told at ASHLEY that we had 5 days to return/replace it, right. Once the table was cleaned of dust and Styrofoam and viewed in sunlight, then multiple uniform fine scratches in an area of 8"X 16", a deep chip on side molding under the top, and 2 areas of "previously repaired" patches become obvious. The previous repairs were only evident from a particular angle in bright sunlight --yet then they were obvious and unsightly. I have been given the run around. Not contacted in 3 days by their promised "technician within promised 24 hours. And now customer service told me and my credit card rep in a 3-way phone call, they have "NO RETURN POLICY". I was rudely told to expect a technician in another 4 days and the technician will try to repair it to THEIR satisfaction, not MINE: WHAT??? I even purchased a 5 year protection warranty guard that I was assured would repair all future scratches, discoloration marks... and that WE would be satisfied with any repairs or they would replace the table. Now we are told our "NEW" table must only be repaired to THEIR standards.

Product_Or_Service: Dining Table

Order_Number: 400493170, martini d

Account_Number: [redacted], with guarDesired Settlement: DesiredSettlementID: Replacement

I purchased the table and warranty because I liked and want the table BUT I WANT IT NEW. I want a replacement that it is in NEW CONDITION: NOT SCRATCHED, CHIPPED or PREVIOUSLY REPAIRED (and quite poorly at that)

Business

Response: