Ashley Furniture Homestore

Review: On 8-31-13 we made a purchase at Ashley Furniture on [redacted] ###-###-####. The sales person and manager both advertised us a savings for furnitures we purchasd by giving us a "$50 Gift Card" for each furniture sets purchased. We ended up purchasing 2 furniture sets for $2,700, and after we had signed and completed the transaction, we were then given 2 $50 Gift Cards for $100 total. Fast forward on 12-2-13. We went to make another purchase at Ashley Furniture hoping to use our 2 $50 Gift Cards. We were then told by another sales person and manager that they couldn't honor both Gift Cards on a $400 bedroom chest we wanted because the furniture was already discounted from it's MSRP price of $800. The manager then proceeded to show us a small print on the back of the $50 Gift Card that says not valid on promotions, and he proceeded to tell me because everything in Ashley Furniture is priced below their MSRP he considers that as a promotion and will only honor our Gift Cards if we pay the steeper MSRP price which is over a 100% markup of their current sales price. In other words, Ashley Furniture will have to charge up price of the bedroom chest to it's MSRP of $800 for us to even use our Gift Cards. We couldn't even purchase a $200 carpet rug because their MSRP markup was supposedly $300! Why bother using a $100 total Gift Cards when we would have to pay the MSRP of $300 for the exact same carpet an outside person can just walk in and purchase it on the store's $200 current price? What kind of Gift Cards are these? The manager even had the nerve to tell me these are not really Gift Cards like the ones you get from other retailers, and pulled out about 6-7 of the same $50 Gift Cards from his shirt pocket to show us he could just hand them out freely to complete any sale. So if they're not really Gift Cards, then why does the card themselves say "Gift Cards" on them? The salesperson also had the nerve to ask us if it's okay that he rings up the $400 bedroom chest we wanted as $800 MSRP instead, so we could then use our $100 total Gift Cards. Insulting! If we had known about this, we wouldn't have made the original furniture purchase in the first place at Ashley Furniture. But we didn't know this because, the salesperson and manager both were selling this to us as saving $100 on a Gift Card, and we didn't receive this Gift Card until AFTER the transaction was completed, signed, and scheduled for delivery to even check it out. This is a complete false advertising on a product. I am also filing a complaint with my Discover credit card company regarding this matter and will be filing other negative reviews on Ashley Furniture's business sales practices.

Product_Or_Service: Furniture and Gift Cards

Order_Number:[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund of $100 for 2 worthless "$50 Gift Cards" that the manager himself said are not really Gift Cards. $100 refund either by original credit card transaction on 8-31-13 for order # disclosed on this form, or check sent to the name and address also disclosed on this complaint form.

Business

Response:

Review: Purchased 3 pieces of furniture and a table in 12/29/12 also purchased a 5 year furniture protection plan for 299.99total of every thing was $3,959.05 From the start we have had nothing but problems, We talk to corporate and they send you back to the store, Our biggest beef was the couches 100 leather was peeling, We had a previous couch that lasted 14 years (no peeling what so ever) Ashley tried to repair 3 times, the last time we were told the couches were discontinued and not fixable, they told us to reselect, after looking on the internet, we were skeptical because ashley has over 5,000 complaints.We were told they changed furniture makers and everything was ok. we reselected and received the 3 new pieces on 4/18/16 New furniture was sent back due to poor workmanship. My wife spoke to [redacted] ( store manager )

He told us a full refund would be sent minus the delivery and table and the tax on table, They changed there tune now. they want to keep the 299.99 on the warranty which I have 2 years still on furniture I do not own, And by the way the 3 old pieces of furniture were taken away also on 4/18/16.I am dealing with brain cancer right now and have to sit on lawn furniture in our family room.Enough is enough. I have the next 10 months to sit home and deal with chemo.

If I do not seek justice here I will be contacting Channel 2 News Investigators [redacted]Desired Settlement: sales #800309970

reclining power sofa $1,124.99

Delivry fee $159.99

Loveseat w console $1,24.99

cocktail table 374.99

5 year protect plan $299.99

power rocker recliner $599.98

total $3,684.93

sales tax $274.12

grand total $3,959.05

Resolution

Power sofa $1,124.99

loveseat $1,124.99

power recliner $599.98

5 year warranty $299.99

total $3,149.95 plu tax that was paid

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer's situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.After reviewing the customer's situation I show that the furniture was picked up on 4/18/16. I will follow up with the store and make sure the protection plan is refunded as well. Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as the refund includes tax as well.

Regards,

Business

Response:

Hello -The store has been in contact with the customer regarding the refund process of the protection plan. Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

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

I will agrees to wait another 14 days if not I will be contacting you again ,

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

Regards,

Review: I bought a bed from this store on 4/19/2015. The headboard is extremely weak. I am afraid someone in my family might get injured when leaning against it such as when reading a book, watching TV etc. I already contacted the store customer service and store manager but the best they could do is offer a discount on a new bed. They didn't care about the safety issue with their product.Desired Settlement: Originally I had asked the manager for an exchange of the bed for a similar model but after experiencing the lack of commitment to customer satisfaction from their part (they might give me another defective product on purpose), I would like just a refund on my credit card. They take their defective product back.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that 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.Upon review of the situation we have found that a

technician was to the customer's home on 5/21/15. He completed a full

inspection of the headboard and found no manufacturing or safety

concerns. The headboard is functioning as designed.In an effort to keep customer satisfaction and ease the

customer's concerns, we will offer a one time reselection of the

headboard, footboard and rails. The customer will be allowed to use the credit to purchase

new items, Anything over the amount of the credit will be the

responsibility of the customer. This offer will cancel out the offer

from the store/ customer service for a discount on the new purchase. This

reselection offer will only be completed if the bed is found in

pristine condition. If the drivers find any damages upon pick up, the

transaction will be void. We ask that the customer please respond back to the Revdex.com advising if they accept the terms of this resolution.Regards,BAAshley Furniture IndustriesCorporate Office

Review: Covina, Ca location, managers are [redacted] & [redacted]DO NOT SHOP HERE. Yes, everyone was very friendly when we first entered the store. Our salesman [redacted] was very knowledgeable about the products he was selling. He went into great detail about the cushions on the couch we wanted to buy, did a test to see what type of mattress we liked. During our visit a customer of [redacted]'s returned to make her purchase. He asked if we could wait for him so he could assist that customer. Since they are on commission, of course we didn't want him to miss the sale. We waited and waited. When he was finished, we told him what we wanted. He initially wrote down the wrong info on the mattress we choose, so my husband corrected him. Upon delivery, we received the wrong mattress! EXTRA FIRM. We currently have a pillow top and choose a pillow top to replace it. In addition to that, the mattress we told him we wanted had a remote control feature to adjust like a hospital bed. We did not receive that either. We immediately placed a call to the store and spoke with [redacted] who said that feature was a $1000 add on and ohh did you want that! What!! We paid $2000 for the mattress and no one ever disclosed an additional cost. Needless to say [redacted] never called us back to fix this. That night we called an hour prior to closing and explained to [redacted] the situation. She said Oh we value our customers and want to make this right. Give me 20 minutes and I will speak with the manager and call you back. NO CALL BACK. The following morning I called the store back and was denied speaking to the manager [redacted] who was in a meeting that was going to last all day per [redacted] . I then called their corp customer service line who was able to get [redacted] the store manager to call us. [redacted] is completely useless and a complete waste of human skin. I have contacted their corp office several more times, speaking to [redacted] & [redacted] suggested we drive back to the store to make sure we were delivered the wrong mattress. So we did, even though the store is 40 minutes away. We took pictures of the page of the mattress we were supposed to get and left. Call the corp customer service line and notified Tasha of our findings and she said she would contact the store and get back to us. That was before noon on friday. NO CALL BACK for the store or Corp. Ashley furniture has told me, sorry you have to keep the $2000 mattress, even through they messed up and their salesman will receive a commission for the sale! I told [redacted] to cancel the delivery of our couch and to pick up the chair and mattress. [redacted] said he would cancel the order, but we have received calls to schedule delivery of the couch. We also met [redacted]'s manager Everett the day we made our purchase and have not received any calls from him either.IF YOU CAN AFFORD TO THROW AWAY YOUR HARD EARNED MONEY THEN THIS IS THE PLACE FOR YOU. THEY DO NOT CARE ABOUT SERVICING THE CUSTOMER AND MAKING THINGS RIGHT. STAY AWAY FROM THIS STORE.Desired Settlement: I would like the mattress I originally told the salesman [redacted] I wanted. Adjustable pillow top with no additional UNDISCLOSED cost passed onto me.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

appreciate that 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.

Upon

working with the retail location, we have agreed to allow the customer to return the

items. The items will be picked up from

the customer on 4/29/15 and the refund will be initiated. The funds are processed back to the customer

in the form of payment used to make the purchase. It may take 1-2 bill cycles to fully be

noticeable on any credit card or financing transactions.

Regards,

Ashley

Furniture Industries, Inc.

Corporate

Office

AB

Consumer

Response:

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

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

Review: On 1/2/15 we purchased a tv stand from Ashley Furniture at [redacted]. It is now mid-February and we are still trying to get an un-damaged version delivered to us. We have now had 3 defective tv stands brought to us and 1 furniture repair guy - who made the furniture much worse. When another piece was brought over this morning it had many defects and "Customer Service" called me to set up a technician. I was pushed by the delivery guy to keep it. (Again, this is the 3rd tv stand that was delivered, the other 2 damaged pieces were taken back). At this point I would also like to mention that I had specifically requested that this unit be delivered in a box today, however it was not).I told the "customer service rep" that this would now the 5th delivery/technician and that I don't have more time to waste on this furniture. I want my money back. She yelled at me. Completely inappropriate, especially since I never raised my voice to her.At this point I can say that I will never do business with Ashley Furniture again. Not only has my time been wasted but a "customer service" rep actually yelled at me. Clearly their company doesn't value their customers at all.I want my money back, including the cost of the furniture, tax, the delivery fee, the warranty cost and the time I have spent on this whole process.Desired Settlement: I want my money back, including the cost of the furniture, tax, the delivery fee and the warranty cost:Warranty: $59.99TV Stand: $299.99Delivery: $39.99Tax $28.05 Time Spent on this $200 Total Refund Amount: $628.02

Business

Response:

The customer has accepted the stores offer to get a discount to keep as-is. Thanks,[redacted]

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.

on December 2015 I bought a dinning room in Ashley Store and first of all the table came to my house with some painting issues so I send it back, later on they brought the new set of a dinning room couple weeks later the chairs accessories started falling apart "really" yes really, I didn't even bother my self calling the company I just certainly know that I WONT BUY ANYTHING ELSE FROM THEM, SINCE THEY ADVERTISE GOOD PRICES BUT THE QUALITY OF THE FURNITURE IS REALLY BAD.

I purchased a 5pc dining set from Ashley Furniture on Jan 5 2014 in Algonquin, Illinois. Ive had nothing but problems w it since recieving it. Called my salesmen on the issues and he told me to get in contact w Guardsman. Did all the neccessary steps I was told to make. Waited to only find out from them nothing could b done. Then I was directed to call customer care. I have never been treated so rudely by Guardsman and the customer care line. Ive gotten the run around...call this number, no u have to call them. I spent alot of money on this product that clearly has defects and im not getting the help/nor the answers im looking for and ive only had it 4 months. I will NEVER NEVER shop Ashley Furniture ever again!!!!

NOT MATTER WHAT FURNITURE YOU BUY AT THE OXNARD STORE YOU HAVE TO PAY A DELIVERY FEE. EVEN FOR SMALL ITEMS. I WANTED TO PURCHASE A SMALL DESK ANDPICK IT UP AT THE STORE. I WAS TOLD I HAD TO HAVE IT DELIVERED FOR AN ADDITIONAL $45.00. SEEMS DISHONEST TO SHOW A PRICE FOR AN ITEM AND THEN ADD COSTS WHEN NOT NEEDED.

Review: I bought a mattress about a year and a half ago. Since then I have had to replace it 5-6 times. Each time I have had to wait for an inspector to come to my house, take time from work, and wait for a decision. Of the first (5), they began to bow in the middle after only 3-4 months. The most recent one is showing signs of that as well, but is also showing bulges (mattress top), which is uncomfortable to sleep on. Even though I have had (2) inspections on this last one (also on 3-4 months old), and even though the inspector took several photos and told me there was a 2" depression, the customer service people indicate that this does not exist. They are refusing to replace the mattress. I have asked for a refund, so I could purchase one somehwere else as I have no confidence in their product and have been told that they do not refund for mattress. Again, this has been going on for over a year and a half, with no satisfactory outcome. I even upgraded my set at one point and paid more money. I have incurred lost time from work, due to inspectors, deliveries, and even incurred additional doctors' bills due to effect the mattress has on my low back . (irony of this is, that I bought the mattress new because I had a bad back).Desired Settlement: Would request a refund so I can purchase one elsewhere as I have no confidence in their product. I believe that 5-6 mattresses in less than (2) years should speak volumes to this .

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 bought 5500 dollar worth furniture from Ashley store that included three recliner sofas. The furniture was delivered yesterday and my husband signed for it. The three sofas don't fit in my living room. When I bought the furniture, I showed the sales person my room dimensions but he failed to notify me that the recliners need more than 1 foot room in the back in order to recline... which is making my room very congested with little space for a table... As soon as I saw the settings in my room, I rushed to the store the same day (6/23/15)and spoke with store manager, Jay Lee, and explained that I cannot keep this furniture for the above mentioned reason.. But Ashley furniture is refusing to refund or even exchange the furniture. I didn't spend 5500 dollars for my house to look like a storage room rather a family room. Please help guide me to what my options are? The contract I singed does not say anything about absolutely no refunds. It says something to fact that it depends on the manager's desecration or they reserve the right to refuse?Desired Settlement: I would prefer a refund because I honestly don't think they will work with me to find a replacement at a reasonable price. The store manager didn't even listen to my concerns, instead suggested me to sell the furniture myself if I didn't want it. I didn't expect this kind of treatment from a big company like this

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 full

review of the customer’s purchase along with the signed terms and conditions,

we will not be willing to offer the customer a refund or a reselection. There are no manufacturing defects with the

items in questions and we do not allow returns or refunds due to size,

dimensions or furniture returned due to customer remorse. This information can be found on the customer’s

copy of the terms and conditions. We

have provided the section of the terms and conditions to which we are

referencing.

Damaged/Defective Product: If, at the time of delivery, merchandise is

delivered in Damaged/Defective condition, you have the right to refuse the

Damaged/Defective merchandise or choose to have a service technician repair the

furniture at no cost. If the merchandise cannot be repaired, AFHS will either

exchange the merchandise with a replacement at no additional delivery fee or

refund your purchase price including the delivery fee by the refund method

listed below.

If merchandise is delivered

in Damaged/Defective condition and you notify us of this condition within three

(3) business days after delivery or pick-up (the “Notification Date”), we will

either repair or replace the merchandise or provide you with an equivalent

replacement acceptable to you within forty-five (45) days of the Notification

Date. If we are unable to replace or repair the merchandise or provide you with

an equivalent replacement acceptable to you within this 45 day period or within

a mutually agreeable time period, we will offer you a refund of the purchase

price paid by you or, where applicable, a reversal of the credit card or

financing transaction.

The term Damaged/Defective as

used herein shall mean furniture that does not meet or exceed the

manufacturer’s specifications, including furniture that contains damaged

surfaces or parts at the time of delivery to a customer. “Damaged/Defective” does not include (i)

markings on surfaces that are distressed as a part of their design

characteristics, (ii) inconsistencies that are inherent in natural materials

such as slate, marble, stone, leather and other products composed in whole or

in part of natural materials, (iii) color, style or other aesthetic reasons and

(iv) size, dimensions or

furniture returned due to customer remorse. For warranty

repairs/replacements see “Limited Warranties” below.

AFHS reserves the right to refuse

returns/exchanges where (i) the merchandise is not Damaged/Defective, or

(ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales,

Mattresses, or Foundations. Refunds of purchases paid by cash or check will be

paid by check after 15 business days from date of cancellation; purchases paid

by credit card will be refunded back to the credit card charged.

Regards,

Ashley

Furniture Industries, Inc.

Corporate

Office

Business

Response:

Thank you for the update to Ms. [redacted]’s situation. As previously advised, we will not be

offering this customer a refund or a reselection. At the time of purchase, the customer is

required to initial and sign our terms and conditions along with a check list

sheet indicating that they have discussed the items fitting into the home and

room of choice. We apologize if Ms. [redacted] did not take into

consideration that any reclining unit may require additional room to function

properly. Our signed paperwork indicate

it was fully discussed at the time of purchase.

Regards,

Ashley Furniture Industries, Inc.

Corporate Office

Consumer

Response:

Ashley furniture needs to take responsibility for not informing me of "no refund or no return policy" other than sneaking in fine print in the back side of the contract. I was totally mislead on the dimensions. My son has a recliner sofa sitting right against the wall. I understand reclining needs addition space and it should mostly in the front for big sofas not in the back that makes the room setting so congested and not proper. Recliner chairs requiring room in the back is OK because they are small and usually placed in the corner. This is a big sofa made with a very poor design which is unappropriated for family room setting.

I didn't except this kind of dealing from a big company like Ashley furniture and spend 5500 dollars with confidence. And not knowing that they will not care about customer satisfaction. I have bought furniture from them before and had no problems but with these sofas they need to consider my complaint with some compassion other than flat out refusing to entertain my problem . The very least they can do is at least reimburse my money that I paid for the reclining machines that I will never use, if I am forced to keep this furniture.

Review: Bought a sofa and loveseat in Dec 2010. Single, no children or pets. Also worked out of state 2/3 of the time I owned furniture. Furniture is flaking and cracking. Told by Homestore employee that it is a known problem with this particular line and to call corporate because it is a known problem they should take care of it. Called corporate they are uninterested in making situation right. I paid approx 2000.00 for both and the furniture has received little use. There is complaints on a consumer website with pictures of problem with same line. I first made a complaint in early Dec 2013 with furniture protection policy then with Homestore and corporate.Desired Settlement: Repair. If not repair, refund of half of furniture cost. I can produce documentation of working out of state

Consumer

Response:

I purchased furniture @ Ashley Homestore in [redacted]. Was told by store that it was a known problem with this line so I needed to contact corporate which discontinued line because of problem. People from around the country who purchased this line are reporting the same complaints.

Business

Response:

Date: 1/27/14

Review: mattress is hard. 3 to 4 inches less deep than the one I tried in the showroom. my back and hip started hurting, don't sleep well. salesman it would fluff up after removing wrap. it never did.

Product_Or_Service: mattress

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

a mattress that is the same as the one I try and like the way it feels. not one they're trying to get rid of.

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 store has been in contact with the customer. The customer has gone into the store and selected a new mattress. Customer has picked up the new mattress at the warehouse on 11/16/14.

Sincerely,

Ashley Furniture Homestore – Corporate Office

Review: I purchased a couch thru Ashley about a year ago. When the couch was delivered a year ago the delivery men sliced my leather couch with a box cutter. I called an hour later when I saw the cut and was promised a new cushion. Well a year has passed with many phone calls to the insurance company and Ashley, and still no new cushion. I was just advised that they will not be sending me a new one since I moved from the original drop off location. I am not willing to continue to pay off my bill if this matter is not fixed. I would prefer a full refund and they can take the amount of money I owe from their damaged merchandise!Desired Settlement: I would like a refund of the money that we paid for the insurance and the rest of my bill written off.

Business

Response:

Review: Hmm where shall I start? Well im going to make this long and detailed as possible because I know others will read this. thats exactly what I want! Well let's begin with I thought I was getting a good deal on good furniture which turned out to be JUNK! Even the third time the savy "tech" in so little words basically said my furniture was junk without saying it. He said Mu furniture wasn't made to last long. LOL!! So I bought these couches back in December 2012, the 14 piece set. Let me tell you, don't ever buy the "14 piece set" from Ashley's because its pure junk! Especially their warranty is also junk! I paid for a warranty that's not even a warranty. When I received my couches on December 1st I was happy. A month later after the 30 days of course was up is when I experienced my problems. My couches spring and frame were broke!!!! They had a knockoff "technichian" come out and TRY to fix them which didn't. About 4 months later I called again and they sent another repair man out in June/July and he was a lazy one. Stuffed my couch with foam and said it should be good now. Lol!! What a joke! This company is seriously a joke and so are there employees! I would never want to be associated with such a company! Today another tech came out which was the first one I had back at the end of January and GUESS what it was a broken frame in my love seat and another problem in my sofa but NOW the springs in my couch need to be replaced and something else. I'm a woman so I don't really ask many questions but my husband does construction and he was here today asking a lot of questions. He knows what they are doing. This is the third time I've had a tech come out and believe there will be many more till my couches are replaced or I will be contacting legal services. I want my sofa and loveseat replaced or a refund! Legal action will be taken if I do not get a desired settlement! These couches have been ripped open and through more than they can handle. Every time a tech comes out the furniture gets worse! The technician told me ashley doesn't replace furniture! WHAT??? What did I buy a [redacted] warranty for!!!! What do you pay for health insurance for. Also these technicians CANNOT keep an organized schedule. I had to miss work 3x in a week because this technician called 3x to reschedule! I will also be seeking reimbursement for that as well.Desired Settlement: my sofa and love seat are damaged due to a manufacturer defect. Ashley's technicians are no help whatsoever and I want my issue resolved.

Consumer

Response:

Punitive damages??? Ok my sofa and love seat are damaged due to a manufacturer defect. Ashley's technicians are no help whatsoever and I want my issue resolved. Is that better?

Business

Response:

Good Afternoon,

Due to customer satisfaction we have authorized for the customer a Reselection of the sofa and loveseat. They will be getting their new furniture on 8/30/13.

Regards,

Review: I purchased a king size Firm memory foam mattress from ashley 2.5 years back. The product they had in store was really firm and met my requirements. When the product was delivered to me, it came rolled up and the delivery person told it would take a couple days to come back to normal. It seemed fine in the beginning and this was only in my guest bedroom. I had family in this room for less than a year and I remember them complaining that it would sink in after a few minutes. I myself never used slept on it till a few months back. A week after I slept, I started having severe back problems and my physician told me to sleep on a hard mattress. The ashley mattress is supposed to be FIRM but it is not. Even with such light use, it started to show a sag on one side particularly whichever side a person would sleep. I called customer service and they arranged an inspection. The inspector said the sag was less than 1 inch and customer service called to say it was not defective. I called again for another inspection and they said it has to be a month later and scheduled another. The inspector came and said it was just over 1 inch but it wouldnt be defective. He said they test the mattress without anyone sitting on it and that health problems were not covered under warranty. Its memory foam and supposed to come back to normal after someone gets up. If anyone sits and gets up there is more than 2 inches sag. I purchased it for $1200+ and its not even good for 3 years? It is definitely not a firm mattress and I did not get what I want. I purchased couches from ashley and never had a problem. But this particular mattress completely changed my opinion on this store.Desired Settlement: I would like to exchange for a different mattress definitely a much more firmer version. If they dont have such a product, I would settle for a refund or store credit.

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 complaint, we have agreed to issue store credit in the amount of the Memory Foam mattress that the customer had purchased. The customer has been notified of the credit and can work wit the retail location to select another mattress.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.

Review: I needed a bedroom set for my out of town guests coming next week. I purchased a new 14 piece bedroom set on October 4, 2014. This store will tell you anything you want to hear just to get your money but after they have your money they simply don't care and do nothing to make it right. The store informed me that the mirror piece was on back order but they would deliver the rest of the bedroom set in two days. My guests were to arrive on Wednesday so I paid $1792 cash and expected the bedroom set to be delivered in two days as promised by the store. On Monday (two days later) I received a call from the delivery driver asking if someone from Ashley's contacted me. The driver informed me that the head board (not the mirror ) was back ordered and I was to call store for new delivery date . Now I have a bedroom full of bedroom pieces and a mattress set on the floor because the piece needed to hold the bed together (head board) did not come with the rest of the set as promised. I called the store and was told that delivery would be Saturday. I realized later that I was not given a date. The next day I received voice mail from store telling me that delivery was scheduled for Saturday October 25, 2014. My guests slept on my old bed but I slept on the floor and now was expected to continue to sleep on the floor until 10/25/14. That was unacceptable as I purchased a bedroom set that was to be delivered in two days short a mirror not short the essential piece holding the bed together. Two days later I did get another call from the store now there was a postponement of the delivery date and the headboard would be delivered on a new delivery date of the 17th of October. This made no sense at all since this was called a "postponement" yet was 8 days sooner than the 25th I made contact with a few employees to try and resolve this matter so I could have a bed to sleep on sooner. The first guy I talked to ([redacted]) offered a $50 gift card because he did not want me "to have a bitter taste left in my mouth" (his exact words) and the second guy I talked to ([redacted]) (who claimed to be a manager) made a half-hearted attempt to resolve the matter.and offered to refund the delivery charge and the price of the headboard (the least expensive piece of the set) and a $200 gift card. I appreciated his attempt to resolve this matter so I told [redacted] if he would increase the gift card to $500 (I didn't think they had anything in the store for $200) I would accept the matter as resolved and feel satisfied. [redacted]'s tone quickly changed when I asked him to explain why the receipt the driver gave me for the purchase (which exactly matched the items I purchased) listed a sale price of almost half of what I paid. I asked [redacted] why the new receipt listed the price paid as $710.35 instead of the $1399.99 I actually paid but he had no response other than to ask me to come to the store in person. He informed me he would not accept any return of the merchandise. [redacted] mumbled something and hung up the phone. I am left wondering why I was charged $1399 (as my original receipt said) for a bedroom set I supposedly paid $710. for. (as my receipt from driver said) Why is that? I can only assume that I could have purchased that same bedroom set for the lower price as indicated on my delivery receipt. Why can't they just give me the show room head board at this point so I have what I was promised.Desired Settlement: The product I purchased is not what I received. Had I know the headboard was back ordered, I would not have purchased the set. I specifically needed a complete the day purchased and that's what I want now.

I am willing to upgrade my bedroom set for a different one (available and in stock), or a full refund so I can purchase a different set at a different store that doesn't lie to me and charge me two different prices.

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 the store manager the customer has been into the store. The store has explained the price difference and provided the gift cards to the customer. The headboard was delivered on 10/22/14.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.

Review: On April 22, 2013, my son asked to use my Ashley credit card to purchase furniture. Ashley furniture was running a promotion of interest-free financing for 68 months on all purchases. He and his wife purchased furniture, some of which was on back-order. A delivery date was set up and my son took off of work for the delivery. In May , when the furniture was delivered, it was damaged. He immediately called the store, but was unable to speak to anyone who could inform him what to do at this point, so he did not accept the furniture. He left messages for the store manager and sales person, as did I, requesting a return call. When more than 3 hours had passed and we hadn't heard from anyone at the store, we went to the store and spoke to the manager and sales person. The furniture was reordered. Some of the furniture was still on back-order. A new delivery date was arranged. Part of the furniture was delivered, the rest of it remained on back-order. When the first bill for the furniture arrived, I was billed for the total sale, and the portion of the furniture that was delivered, double billed. I called the Ashley credit card company and was told it was an error the store needed to correct. After several phone calls to the store , the error was corrected. The second week of June, my son received a call from Ashley Furniture to inform him the remainder of the furniture was available for delivery. A delivery date was arranged. The furniture delivered in June was part of the original sale. We were assured at the time of purchase, that even though there was going to be 2 delivery dates, that all the furniture purchase would be interest-free for 68 months. Fast forward to July 21, 2013, when a new bill arrives. The June delivery of furniture was entered as a standard purchase on the bill. I called the Ashley credit card company and was told that when the second delivery was entered into the billing system at the store that it was entered as a standard purchase and not a promotional purchase and therefore was exempted from the 68 months interest-free financing, and if I had a dispute, I needed to take it up with the store. I called the store and only got an answering machine. I left a message requesting a return call. When I received no response after several hours, I called again and was told they would check into it, but corporate would have to correct the error. I called the Ashley customer service line and was told the store needed to correct the error. Later that day, I contacted the store and was told the manager was on a conference call and I should call back in 30 minutes. I called back in 30 minutes and I was told the manager was out of the store, so I spoke to the salesperson who sold my son the furniture. He told me he couldn't help me, but would leave a message for the manager. I contacted Ashley via their website and requested a call from someone at corporate to discuss resolution of the problem. On June 22nd, I called the store and left another message on the answering machine requesting the manager call me. I also called the customer service line and was told that an e-mail had been sent to the store manager and the district manager on Monday, July 21st. I called the store again and this time, after spending almost 20 minutes on hold, I was able to speak to the manager. He assured me that when the office manager came in later that day, he would have her get to work on the error immediately, and someone would call me. June 23rd, and after a phone call to the store where I left a message on the answering machine, a phone call to customer service, and an e-mail to Ashley corporate, I have no idea what is being done to correct the error. No one at Ashley wants to take responsibility for the error. Since May, when they first delivered the damaged furniture, I have spent more than 20 hours of my time on the phone, at the store, and on the website, trying to get the errors made by Ashley corrected. No one at Ashley seems to care about customer service. Once the sale is made, if there is an error, the customer has to spend hours of their time trying to get someone at Ashley Furniture to acknowledge the error and correct it. Ashley Furniture cares about making the sale, but knows nothing about customer service. The proof is in the pudding, no one at Ashley Furniture has the courtesy to pick up the phone and call the customer.Desired Settlement: I want Ashley Furniture to correct their error, so the entire purchase is interest-free for 68 months, per the terms of their promotion.

Review: On December3ed, bought a kind bed and paid $1090 taxed and delivery, bed scheduled for delivery on 12/9th at 11am, on 12/8 recived a confirmation for delivery next morning.

On 12/9 at 9:45am recived a call from ashley to cansel delivery for no reason..!! Called store manager his name is [redacted], he told me it was a Computer error and it happened before so what?? and he took off the delivery charge $129 and send $100 gift card " I was not happy with that especially I took a full day off my work" however I told him that is okay..and he reschduled for bed delivery for 12/12.

On 12/12, I recived the bed with a big crack betwen the foot board and one rail, delivery guy told me it is okay it will be covered by the matteress any way!!!!!

I called custommer service they offer to fix it ?? I refused becasue I bought a brand new it should be new..!! Refused to keep the bed and they took it back..

I called the store and after 4 calles the assistant manager called me back " never appologized" told me that they will c in the morning if they have a new one..and that is all they can do..I told him that I have no bed for five days but he sounds that he did not care.. Called the corporate office, told me that this Ashley store is private owned and they have no control..Desired Settlement: I feel it is not fair for me to stay with no bed for two weeks without the right custommer service expectaion and no support from the corporate nor the store..I just feel it is not good experiance with this company.

Business

Response:

Looking for a teenager bed for our son. We found one on Ashely Home Store online. Just the bed was a pretty penny. So to be amazed after receiving the product. We found damages to our purchase. Called Customer Service twice. No help and all and did not honor there policy rules that were printed in print in there policy agreement. Tried several times to contact them through email and store questions, but totally ignored, disrespected, no acknowledgment
of any type at all, and we will never purchase from them again. First and last time. Our son should have the bed we paid for in proper shape, condition, and safe to sleep on. This has
been a total horrible experience and it is amazing that they are still in business.

Review: We purchase both and dining room and a complete living room furniture from Ashley's . The quality and both pieces are unacceptable and very poor. We reached out to Ashley's which has an incredibly long hold time on the phone for days when we finally got in contact with someone he made an appointment for a technician to come out and view our problems it's ignition came out he told us that he ordered some parts it's been months we still do not have any farts and we still have not heard back from Ashley's .at this point we are very upset and very frustratedDesired Settlement: The technician left no paperwork

Business

Response:

Date: 10/20/15

Revdex.com

Complaint Department

Complaint ID: [redacted]

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

Upon review of the customers claim a technician was out to the customer’s home on 8/22/15 and deemed that the issues the customer was having with their dining room table were caused but customer use/abuse. Attached are photos of the table in question. The customer had stated that the damage occurred during delivery but did not call us to report these damages for over 2 ½ months after their delivery. Ashley Furniture allows customers to call in any delivery issues within 72 hours of receiving their furniture. At this point Ashley Furniture will not be able to assist any farther with the customer’s dining room table.

In regards to the sofa that the customer had reported we do apologize for not reaching the customer earlier. On 8/26/15 an Ashley Furniture Customer Care Representative had reached out and left a message for the customer because we were unable to locate the sofa. After further investigation we found that the customer has two purchase orders and we were able to find the sofa under the second order. As of today one of our customer care representatives has left a message for the customer to inform them that we have ordered parts to fix the issue with the customer’s sofa. We request that the customer please call Customer Care once these parts have been received to schedule a technician to come back out to install them.

Thank you for giving Ashley Furniture the time to respond to this complaint. Please feel free to contact me with any questions or concerns.

(Reference Atlanta SR#[redacted])

Regards,

Ashley Furniture Industries, Inc.

Business

Response:

Date: 10/20/15

Revdex.com

Complaint Department

Thank you for responding to Ashley Furniture in regards to your complaint. As stated in our previous response the parts were ordered today 10/20/15. Due to the customer having more than one purchase order we were unable to locate the sofa. Please allow 14-21 days to receive the parts. Once the parts arrive please contact Ashley Furniture to have a technician scheduled to come and install.

Regards,

Ashley Furniture Industries, Inc.

Consumer

Response: