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Ashley Furniture Homestore

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Ashley Furniture Homestore Reviews (3760)

Me encantaria que existiera estrellas con negativo rating, para decir que pésimo servicio Ud. va a adquirir de los managers de esta tienda de Colton, y por supuesto de paso por el despota servicio de customer service.
Por supuesto estoy hablando después de que a Ud. ya lo vacunaron con una compra de mas de $6.000 porque cuando eso quieren hacer no les importa hasta quedarse una hora después de cerrar la tienda pero Ud. no sale sin comprar.
Para mencionar nombres esta un Sr. F[redacted] (Manager) [redacted] Por supuesto el servicio que te dan las recepcionistas es despota y cortante, parece que te están haciendo favor de tomar la llamada. LLame a la corporacion y están cortados con la misma tijera, tal parece que asi deve ser la escuela de ellos, pero cuando ya miran la corporacion que es en serio entonces si te atienden.
Mi sofa que compre ya me tiene con Estrés porque hay unos tubos que me atraviesan la espalda y me están presionando los nervios, donde ud pone los pies para relajarse son unicamente tablas ya que la esponja ya se oprimió, entonces si Ud. quiere relajarse este no es el sofa adecuado ya que lo estreza aun mas. les e dicho multiple de veces pero no les interesa resolver el caso.
DEFINITIVAMENTE INSATISFECHO CON ESTE SERVICIO.
ESPERO LEAN ESTE REVIEW ANTES DE ENTRAR A ESTA TIENDA.
Gracias por leer este Review.

Review: I purchased a sofa from Ashley Furniture store on April 30th 2016. I bought this sofa based on positive consumer reviews. The sofa I received is poorly made, extremely uncomfortable, to the point that I am experiencing neck and back pain daily. It has no support. You severely sink when you sit. I feel ripped off, lied too. I moved into a new home, and this has ruined my family's experience with the stress of this sofa. Everyone is uncomfortable. I tried to post a negative review to warn other customers to be wary of this sofa, and was denied a posting. They won't post my review. I tried to return it and they were "closed" on Sunday when my 72 hour window was still good. I'm stuck with this now, and had to buy special no sag cushions to use. I should not have to do that on a brand new sofa. That's more money. I'm going to have to eventually replace the sofa soon. I feel duped. I'm out all this money, and I can't even warn people. This should not be allowed. After reading some blogs and messages, many, many other people have had issues with Ashley.Desired Settlement: I have an extremely bad back. Your product has caused me great pain. I expected a firm sofa based on reviews, but got a sofa that sinks in . It is not as advertised. How can I trust your reviews when you won't post my negative review?? I feel misled. I would like some sort of refund. The sofa was delivered on Thursday with a 72 hour return window. But when I called to return it, you were closed on Sunday. Your business practices are questionable. Please be a stand up company and correct your mistakes.

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. We believe that the issue described could be a manufacturing defect. We invite Ms. [redacted] to contact our customer service line to further discuss the issue she is having with her sofa. Our customer service number is ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

I purchased a 5 year extended warranty through Ashley Furniture. As always I am skeptical about extended warranties but did so anyway.

Here I am at year 4 and Ashley has done everything in their power to deny my claim. The padding is coming out and the seats are flat. Still, the warranty is denied. I treat my furniture very well (no kids) and the furniture is awful.

Please DO NOT BUY an extended warranty through Ashley.

Review: I purchased a mattress from Ashley's about a year or so ago, and the mattress begin to sink...so I had the mattress replaced. Currently, the "replacement mattress" is also starting to sink. At this point, I DO NOT wish to get another mattress from Ashley's since they all have been faulty. I requested my money back and was told I had to pick another mattress as they do not issue refunds.Desired Settlement: I'd like money back.

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, we have reached out to upper management at the retail store, and they have contacted Mr. [redacted]. Mr. [redacted] stated he was going to relay the information back to his wife. We invite Mr. and Mrs. [redacted] to contact their retail store where they purchased in Hawthorn. The stores phone number is ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Consumer

Response:

Hello,

Review: On February 15th this year we purchased the Patola Park sectional set from Ashley Furniture in [redacted]. We purchased the 4 piece sectional with ottoman (total 5 pieces). The set was delivered on February 22nd. Within 3 weeks we noticed that the stuffing in the back cushions was falling to the bottom of the cushions, and was becoming uncomfortable, particularly in my husband’s seat. We returned to the store to ask what could be done about this. We were told to call customer support and tell them about it and that they would send more stuffing out to us and schedule a technician to come out to the house and fill the cushions. The gentleman at the desk in the store told us that sometimes the cushions are under-stuffed at the factory. He seemed to be nonchalant about this and it appeared that it was a fairly common occurrence. I did as he advised and call customer support, and within 2 weeks additional stuffing was delivered to the house, and a technician was scheduled for April 5th.

When the technician arrived he filled the two back cushions that were causing us concerns (the two seats on which my husband and I usually sat), and then proceeded to fill all of the back cushions, using additional stuffing from his own supply. The technician advised that we should call customer support back and have more stuffing sent to us. He recommended asking for 2 large bags as we would probably need it. He also advised us to order extra seat cushions. He told us that in the first year of owning the furniture we could order stuffing and seat cushions as many times as we wanted. He advised that we order at least 3 seats of seat cushions if we wanted to set to last us 5 years. He told us that these particular cushions were known to lose their sturdiness and become squishy quickly. He actually told us that the cushion on the seat I sat on was already deteriorating and needed to be replaced. At this point my husband and I became concerned about the quality of this furniture. This technician was telling me that a seat cushion already needed replacing only 6 weeks after the furniture was delivered!

We followed his advice and order additional seat cushions. By the time they arrived 2 weeks later the cushion on my husband’s seat was also very squishy and uncomfortable.

We returned to the store and talked to [redacted], the sales manager, and explained the problem to him. He stated he would have to talk to the store manager and she would call us. Two weeks later we had not had a call. After much back and forth with the store manager, [redacted], and [redacted], they were unable to find anything in their inventory that would work as a replacement set, and offered us three otions.:

1. Keep the set and keep replacing the stuffing and seat cushions

2. Return it for a full store credit

3. Return it for a refund with a 25% restocking fee.

Clearly the idea of keeping the set and continually replacing the seat stuffing and cushions was impractical. Returning the set for a store credit was impractical when there was nothing else in their inventory that met our needs, and we felt we were left with no choice but to accept the refund with 25% restocking fee, despite feeling that it was excessive. The set was returned on June 6th.

Since then, we have shopped at many places for a new set of furniture and have asked everywhere we have been about the return policy and restocking fees. Our research has shown that the industry standard appears to be a restocking fee of between 5% and 10%. It appears that we were correct about Ashley Furniture charging us 25% was correct.

I believe that this is egregious and highly unethical. The furniture was clearly defective. We feel that since we reported our concerns to the store within 3 weeks we should have been offered a full refund, or at least charged a restocking fee within the industry standard rates.Desired Settlement: We paid a total of $2136.96 for the furniture. The refund was $1596.14. The restocking fee was $540.81 - or 25.3%

I believe an industry standard restocking fee of between 5% and 10% is appropriate. This would be $106.85 and $213.70 respectively. An average of this is $160.27.

Thus, I would like a refund of the difference between the $540.81 (25.3%) we paid, and an average of the industry standard of $160.27

= $380.54

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: Hi [redacted],

Heres the information your requesting:

Was told I cannot return/exchange the wrong and defective mattress I was sent by the store and I now have back pain.

I read an ad for Ashley's furniture sale on mattress. I went to the Ashley's furniture store in Montclair, Califorina and was shown the mattress I picked out on called the foxtrail. The sales rep informed me that this mattress was a memory foam gel infused mattress. When I went to the closer West Covina, Califorina Ashleys furinture I was confused when the sales rep had told me that the exact same foxtrail mattress was not memory foam but was coil. I asked the sales rep what the difference between the foxtrail "plush" and the foxtrail "firm" and which would be more benefical for my back, she replied with "nothing" and she quickly escorted to the Temper-pedic mattress also the highest priced mattress they carried. I asked to demo the foxtrail "firm" and was told they no longer carried that as a demo. So I proceeded to try the foxtrail "plush" which turn out to be quite comforable. The sales rep told me that the mattress that I would get would be more firm than the one I was trying at the store and would soften over time and use. I decided to purchased the $800 foxtrail "plush mattress" and was delivered Monday 5/4/15. I had engagements that evening so I wasnt able to sleep in it the night it was delivered. Tuesday evening my fiance and myself slept in the mattress and both woke with excruciating back pains and were both pulled to the center of te mattress from the huge lack of support in the middle of the mattress. I called Ashley's furniture in West Covina right away and was told to contact the corporate store then hung up on. I called the corporate store and talked to a supervisor Jamie and was told I would not be able to return, refunded, exchange or receive and store credit for the mattress. She told me she will send out a tech on Tuesday 5/12/15 to inspect the mattress meanwhile having nothing to sleep on until then unless I wake with severe back pain, and if he didn't find a defect to his liking I would be forced to pay for the mattress that was clearly not the mattress I was showed at the Ashley's furniture store. I was a victim of Ashley's furniture bait and switch scam.Desired Settlement: I am seeking a full refund of the mattress I was wrongly sold.

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

a full review of Ms. [redacted]’s situation, we have determined that the mattress

the customer purchased is indeed defective.

We have offered an exchange or store credit to pick out a different

mattress. Ms. [redacted] is asking for a

refund which is something we do not offer on mattresses. Per our terms and conditions that Ms. [redacted]

signed at the point of sale, it clearly states that we do not accept returns or

issue refunds on mattresses.

At

this time, we feel we have made a good faith effort to resolve Ms. [redacted]’s

situation. We would be happy to honor

the exchange or store credit. We ask

that the customer call the HomeStore Customer Care department at ###-###-####

to advise which offer of resolution provided by Ashley Furniture will help move

the issue forward.

Regards,Ashley

Furniture Industries, Inc.

Corporate

Office

AB

Review: I purchased my home furniture from Ashley Furniture [redacted] on 03/08/11.

The items purchased were Rec Sofa/Wesley/Sienna, sofa, Love Seat under Invoice # [redacted]

For total $ 3411.50.

I was very pleased with my purchase from Ashley until, I determined that the leather surface is peeling off from the base material at the head rest area. The attached pictures shows my concern. My expectancy for the quality of Ashley furniture was high and did not expected poor quality for the high price I paid in such a short duration of time line.

The material used in the furniture is a very poor quality leather finish. From now on I assume that Ashley import furniture from Overseas where the quality is not controlled.

I approached to the local store in [redacted] for my concern but they recommended me to talk to corporate office.

I would like to take this matter to Consumer complaint department and address the issue for the resolution.

At this time, I would like the corporate Ashley to follow in this matter and suggest the resolution ASAP.

Awaiting for you reply.

Please forward to corporate e mail.

[redacted]Desired Settlement: Excahnge the defective leather product with reliable long lasting material.

Business

Response:

Date: 11/18/13

Review: I went to ashley to purchase tempurpedic bed for daughter that suffered brain injury and I spent two days going and researching and speaking with same salesman and told him of my concerns of the operation of the bed base and mattress and on second day I brought my daughter into the store so they could see her and the salesman brought the store manager over and described my concerns and the manager said the bed when she is put into it, it would balance out, because my concern was the way the foot of the bed raised up, in the store the mattress was so thick it did not appear to conform to shape of base as it was remotely raised (similar to hospital bed). The manager told me it would conform . but it didn't, it raised her legs straight up and forming her body into a "v" shape not a natural knee bend shape. After two weeks of having bed I made phone call too store customer service they told me I needed to contact tempurpedic, ttempurpedic told me to contact store I did again and they put the same store manager on the phone and he said something was wrong with my bed and to call for repair and I said " we'll if this bed is broken then the one in your store is too because the base is doing same action as the one in your store" he said he would call me the next day but did not so I went in to speak with manager and he actually put his hands on head and said "what am I going too do what am I going to do" and I told him we were moving in 4 days and he better come get bed because I wasn't going too ay for it and of coarse he never called back and I had too move. I wrote headquarters Ashley but have received nothing in return as of today 11/24/2014. My invalid daughter has to use this bed daily. Huge scam. I want this bed gone I want a settlement of some form! [redacted]

Product_Or_Service: Tempurpedic remote base bed & mattress

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

I want this bed taken, I want my name taken off their accounts owed. I want more people to know of their dishonesty

Business

Response:

Upon receiving this complaint, we have been working with the store's upper management. They have made multiple attempts to contact the customer, but have not been successful in speaking with her. The store is unsure if the base is still in Illinois or if it was moved to Arizona as well. If the base is still in Illinois, the store is willing to give the customer full credit for the base and provide a flat foundation since the customer is not happy with the base itself. We feel this is a fair resolution. However, if the base is now in Arizona, the customer will need to deal directly with Tempurpedic and let them send a tech to her home to see what can be done. The reason for this is because the customer has moved to a location where we do not service. There are no corporately owned Ashley Furniture HomeStores in the state of Arizona. Sincerely,** Ashley Furniture Corporate Office

Consumer

Response:

Review: I purchased what I believed to be a leather reclining loveseat from Ashley in 2011. About 6 months ago the loveseat started peeling on what is suppose to be leather. It looks awful now and the peeling continues to the point that we have to replace it because it is an eyesore. It appears that a coating was put over foam and that the coating after using the furniture weakens and peels. It is peeling on the armrests, seat and back of the loveseat. It is obviously NOT what we were told we were being sold. This product is basically rendered defective after only a few short years. I can include photos if needed as it will show that this piece is nothing more then an eye sore now.Desired Settlement: Since we made a big investment in this product hoping for it to last us longer then 3-4 years we would like a complete refund. We were told this is leather and it is not. I previously owned a leather sofa prior to getting the one from Ashely. I had it for 15 years with no peeling or signs of peeling or faulty leather.

Business

Response:

Review: On May 26, 2014 I purchased a queen size mattress set - Serta - it was delivered a couple of days later. Within 2 weeks time the center of the mattress began to sink in - that is the one reason I bought the bed I was told that there had been extra attention made to this bed with extra support so it would not do that. So I called the store on June 9 they in turn had their customer service contact me to set up an appointment for someone to come take pictures that was set for June 17 - 8 days later - So the person came out and took the pictures and all needed info - he stated himself that there diffently was a defect with this bed. He told me he would make his report and within 2 to 5 days we should have a response - well it is now 8 days later and nothing. So I called the store and talked to the person who sold me the bed and the best he could come up with is he would talk to his manager and see what is up - but that could be another 2 days or so. I can not even sleep in the bed that I bought it is so defective and wake up with terrible back aches. I feel that the customer service on this is so lax - it was not a cheap bed and worked hard to pay for this - I have had to initiate all the communication on this matter - again terrible customer service. I fell like I got your money and so be it who cares.Desired Settlement: What I would like is a replacement and a refund or a replacement and some kind of compensation for the inconveince I have had to go through - lost time at work - or a refund would be fine

Business

Response:

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. Per our tech report there was numerous stains on the mattress in question. Per your Sealy warranty booklet your warranty is considered VOID if there are stains on the mattress. There would have been a Sealy Certificate of Limited Warranty given to the customer upon delivery of the mattress and on the back side of the warranty card it clearly states under "What is NOT COVERED by The Limited Warranty?" section that stains will void your manufacturing warranty. I will also be forwarding photos of the mattress along with my response to our Revdex.com contact.

Due to the stains on the mattress Ashley Furniture will not be replacing this mattress.

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

(Reference [redacted])

Thank you,

Ashley Furniture Industries, Inc.

Corporate Office

Consumer

Response:

Review: My name is [redacted] and I am paid customer of Ashley Furniture. I purchased a beautiful 3 piece Living Room set in 2010 or 2011 at your Merriville, Indiana location (see attached pictures) that I truly love then and even now. After hearing about the complaints of many people who purchased furniture from Ashley Furniture that is made out of Dura Blend material that has cracked/pelled within 2 years of purchase and I decided to send you this letter.

My furniture started to crack and/or peeled in less than 2 years of purchased. I had contacted the store several times and was told my warrant had expired and that there is nothing they can do. I even called my store representative at the time who name was Christopher and got no reply. I was quite disappointed that I could not get anyone to listen or even direct me in another direction.

As you can see from my attached pictures, the love seat and chair is in very good condition and the sofa IS NOT. With only 2 adults living in my home and socializing at a minimum should not cause a couch to crack and/or peel as mine did. I have contracted several upholstery furniture services and was told that the couch is not repairable and is better off getting a new one.

I would like to a continue being a customer at Ashley Furniture so therefore I am asking for a replacement and or a store credit for my furniture.

I hope you understand and consider my request as I was a dedicated PAID customer of Ashley Furniture and would like to continue purchasing from your store.Desired Settlement: I would like a replacement or a store credit

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer's situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.We would need the serial numbers along with photos of the damages being reported for each item. Please send the photos to either text # ###-###-#### or email address [redacted]. Please include this information in the subject line Attn. [redacted] / SR744356. Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

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

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

Regards,

[redacted] _______________On May 26, 2016 I also emailed the above attachments directly to the contact at Ashley Furniture.

Review: I have purchased power recliner sofa, power recliner love seat and power recliner chair from Ashley furniture. When I purchased this sofa, sales man sold me Guardsman Elite leather protection plan with wrong promises that anything happens to your sofa you just call and they will come and fix it. We have submitted three different claims. They rejected claims with different contract conditions. These contract was not shown to me or explained when they sold me. They took payment and gave me this contract in envelope with the receipt. They should have reviewed these condition before selling third party product. They have conditions written for their benefit to reject the claim. I feel I wasted my money on this plan.Desired Settlement: They should repair these damages to the sofa, love seat and chair.

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. I have contacted Mr. [redacted] and he is going to send in photos of the damages reported to Guardsman. 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 attached pictures. More pictures will be sent to your provided email.

Regards,

Review: We bought leather reclining sofa and 2 reclining chair from this store in 01/26/2011.when we were buying ,salesman guide us to buy this set because ,he told us that this leather is better quality than the one that we wanted to buy. We believed him and bought it. After 3 years leather start peeling and keeps peeling. I called warranty company, [redacted]. They told me they don't cover this problem. After researching the internet,I believe this is manufacture quality problem. Many other people noticed the same problem. I sent an email to the store manager. They didn't respond. I can not buy $2000 furniture every three years. They have bad quality and bad commercial.

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: Refund I want my money back so I can get new furniture.

Business

Response:

Review: The bed I purchase is not the same I tested in the store.

The bed is too high making difficult for me to go in and out of the bed

The mattress is too hard

I contacted the store headquarters by email. Spoke to about 5 different people in the store for help, with no success.

They want me to spend more money

They did not make me aware in advance of their no exchange return policy.Desired Settlement: I would like my money back.

If exchange for the same or better quality ,functional bed for my needs with out making me spend more money.

advertise their sales as final.

and no exchange return policy

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.Upon receiving Ms. [redacted]’s complaint we have reached out to the store’s upper management. Management from the store she purchase from has already spoken to her regarding her mattress. They have advised that all sales are final for mattresses so there is no return on them. The store management has also offered to Ms. [redacted] to come in and pick out a softer mattress at a discounted price. The complaint of the mattress being too firm is not a manufacturing defect of the item. Ms. [redacted] has only had the mattress for 30 days and for a brand new mattress it can take up to 60 days for a the break in period. Ms. [redacted] has been asking to return the mattress only 3 days after having it. Per Ashley Furniture Industries, Inc. terms and conditions “All sales are final on mattresses and box springs”. At this time we invite Ms. [redacted] to contact the store she purchased from as they did offer to her to pick out a different mattress. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Consumer

Response:

Review: I bought a sectional in Ashley furniture [redacted] on April 17.Sales order [redacted], delivered on June 6 in my house. On the pieces of the sectional presented a defect in the fabric. We had called the Customer Service department, and a technician came to my house in order to fix the issue. He tried to do something but the defect is still there. Anyway my wife signed an electronic form to prove the visit.

Then we called again to the Customer Service Department and sent some pictures of the defect. They told that this is not a manufacturin defect... Which is no true since other pieces are perfect. They sent the claim to the store but they did not take any action after one week.Desired Settlement: Fix the sectional piece with the defect or change for a new one.

Business

Response:

After the delivery of Mr. [redacted]’ sectional, the customer came to our store requesting to return it while stating that it did not fit in the space of their home. We explained that per our return policy, which the customer signs and agrees upon during the purchase, we cannot accept furniture back after they have been delivered to the customer’s home. Mr. [redacted] then stated that there was an issue with the fabric, and thus we issued a service request to have a technician to go to the customer’s home and assess the situation, and to attach the material correctly on the back of the chaise.

Per our quality manager, this was not a manufacturer defect, but instead a customer perception issue. However, Mr. [redacted] was not happy with the result, and threatened to take legal actions.

Last night, on 6/30/14 the customer came to the store and spoke to our sales manager in regards to sending a different technician to go out to the customer’s home. After speaking the customer today, we discussed some other options, including to do an exchange of the chaise for a new one, which Mr. [redacted] accepted. He was also refunded the delivery fee of $125.

We have worked with Mr. [redacted] to try to resolve this issue since the reporting date on 6/17, and from a company standpoint, we have attempted to accommodate this customer in every possible way. Great customer service is a top priority for Ashley Furniture HomeStore, and we always strive to take care of every customer whenever an issue may arise.

Consumer

Response:

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

Review: First: The sells person promise me that I was buying a leather sofa set and It is only 52% leather and 48% vinyl.

Second: The same sale person sold me a furniture protection plan with Guardsman that he promise that they will fix any accidental damages or replace the furniture if they cannot repair it.

Third: I tear my reclining chair in the back in several different places and reported it but they denied the claim because the tears was 1/2 inch of the seam.Desired Settlement: Since the sell person having me believe that my furniture was 100% leather and talk me into buying furniture protection that not worth a nickel that he promise that will cover any damage and didn't, I would like a replacement of the set or a refund of money paid.

Business

Response:

Review: The Ashley Furniture Store in [redacted], sold us our furniture (couch, coffee table and TV entertainment center) on 11-29 2014. We received the couch and coffee table and we were promised that television stand would be delivered by 12-23 2014. We had our son take the day off to wait for the delivery. My wife received a call on 12/23/14 around 11:00am to let us know that the TV stand was back ordered and would be not delivered as promised before the holiday. My wife then called our son and told him to go to work and at least get a half day of work, then around noon my wife gets a call from the delivery truck driver saying he will be at our house in 2O minutes with our delivery. My wife called me in a panic, we both left work to meet the delivery truck, we made it home in time and then received another call from the warehouse indicating there was a mix up and there is no delivery. Now that messed up all our schedules with work and the holidays, as we had already got rid of the old furniture. We went to the store, complained to the manage ([redacted]) who said there was nothing he could do but did take $200.00 off for our inconvenience. We were still very upset. We were given another delivery date of 12/08/2014. Again my wife took the day off, received another call 12/07/14 indicating the furniture is still back ordered and no delivery for 12/08/14. This is unacceptable. Now they stated it should arrive 12/13/14. I called [redacted] at the store and again there is nothing he can do for us. The furniture in the store (floor model) is not available for us and there is no sign stating the item is out of stock.Desired Settlement: pick up delivered items cancel contract 1000.00$for loss of sold furniture punitive.

Business

Response:

Review: I purchased a leather couch set a little over a year ago. A few months ago I noticed tearing in a cushion, a service man came out stated the whole couch is going to do it because there is something wrong with the material. After calls to Ashley furniture and their warranty company they would only fix 1 cushion as a courtesy because it is not considered accidental. They do not cover bad materials just if something happened by accident. The couch is splitting all over and Ashley furniture says they are not at fault. They want to charge me $160 per couch to fix it. I do not know how this company got a A+ rating when there are so many complaints and bad reviews against them.Desired Settlement: the material used on these couches was bad in the first place and should be covered under the warranty. If I am going to spend $320 fixing them then I minus well go to a more reputable furniture company and get a new set.

Business

Response:

Review: We purchased the Jessa Place Sectional in Pewter. We received only partial sofa when delivered, then had to wait weeks for the other pieces. when we received the delivery people asked if we ordered a "green" couch, I said no we ordered Pewter which is supposed to be gray, he said well it's green. They rushed to assemble the incomplete sofa then left. when I really had a chance to look at the sofa the color is truly green, not gray. the cushion fabric does not match completely, different textures throughout the whole sofa. the chaise squeaks when sat on, which the service guy said was "normal". the fabric underneath the sofa was falling and hitting the floor. this sofa was completely cheap looking and not good quality at all. We already tried to have service done on a brand new couch, which was never really settled. completely unhappy with our purchase. Would like to exchange for another sectional for equal+ value. I hope Ashley is willing to work with very unhappy and dissatisfied customers. when we purchased this "color" this specific color was not in the actual showroom but went according to what the salesperson said was the gray color we needed. I guess she didn't know green from gray.Desired Settlement: We would like to exchange this sectional sofa for another type which will be better quality and an actual gray color. we are willing to give Ashley another chance with an exchange of equal+value. we are hoping Ashley is willing to work with unsatisfied customers. Thanks

Business

Response:

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

Upon review of the customer's situation, the right side facing sofa and the left side facing corner chaise were delivered to the customer on 1/2/13. The armless loveseat was delivered on 1/5/13. The customer made a call into Ashley Furniture Customer Care on 1/2/13 stating that the sofa fabric is not the same texture as the other item. A technician appointment was set up for 1/25/13. The technician reattached the dust cover on the bottom of the sectional and removed the plastic liner on the inside of the cushions. A message was left for the customer on 1/29/13 to follow up and make sure everything was taken care of. We have not heard back from the customer since. There was also no mention of any color issues. The sectional unit is pewter in color. The fabric is a polyester/ rayon blend. These fabrics have a tendency to have an iridescent quality to them causing them to pick up different tones, more commonly a green hue. The tones may differ with lighting changes. The fabric texture can be compared to a thick Terri-cloth feel. The same units the customer has in her home are on display on the store showroom floor in the Dune color. The store does have a fabric swatch of the pewter color if the customer would like go into the store to compare her set to the showroom model. Customer perception issues such as color must be reported to Ashley Furniture within 72 hours of accepting delivery. Due to the length of time the customer has had the units in her home we cannot allow a reselection, however the customer has a full warranty with Ashley Furniture for any manufacturing defects. We will be more than happy to work with the customer on taking care of any manufacturing issues they may have.

Sincerely,

[redacted] Arneson

Ashley Furniture Corporate Office

Business

Response:

I left Ms. [redacted] a voicemail on 12/27/13 letting her know that I showed her photos to our Quality department and upper management. Both areas say the photos are inconclusive to make a decision to refund the customer. I stated in my voicemail to the customer that if we were to base this off of her photos alone, then we will need to send parts for the 2 cores that appear to be flat and some blow fill for the back where her pet appears to lay. The animal in question is in the photograph. The indent on the back rest of the seat next to the chaise is very indicative of a place where a small animal has been laying. We have advised the customer that we are wanting to have our technician come to her home to do a complete inspection of the product to see what actually is going on with the units. Based on the sales terms and conditions, which are signed at the point of sale, Ashley Furniture reserves the right to attempt to repair the product back up to manufacturing specifications. If we are unable to repair the product, then we will offer an even exchange or a reselection. The customer has not allowed us to attempt to assist with the issues she is experiencing. No refund will be offered at this time.

Consumer

Response:

I was late one time on my payment due to being hospitalized and was charged $25.00 and called customer service. The fee was waived, albeit my payment is still $25.00 additional for this month. I was told if I did not pay the full payment which includes the late fee, I would then be charged a $35.00 late fee.....this is crazy....I have had damaged furniture issues with Ashley in addition to a mistake in financing at the store which took two months of calls to get straight....I will be paying off the Ashley account and no longer using them for future purchases.....what a ripoff.....I am contacting Ashley Corporate as well....and will use other furniture stores for any and all future purchase.

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Description: Furniture Retailers

Address: 3750 Williams Blvd, Cedar Rapids, Iowa, United States, 52404

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