Ashley Furniture Homestore

Went into Ashley Furniture today to look around. I was met at the door by a [redacted] She was SO nice and VERY helpful. The BEST customer service I have seen in a long time. I am glad to know that Ashley Furniture employs such generous people. Just wanted to show my appreciation of my experience, and to thank [redacted] for her kindness and generosity.

Review: On May 3rd, 2011 I made a purchase of household furnitures including two bedroom sets, one dining room set,and a living room set (consisting of one recliner, one love seat, and one couch). The copy of the sales order are enclosed. In 2014, I began having problems with the recliner on the couch and the love seat. From then on, some of the cushions in the living room began tearing (I have pictures enclosed). Repairs were made on the cushions that needed to be repaired. But in February 24th, 2016 I received three cushions to be replaced and two of the three cushions were of the wrong colors (Picture enclosed). The workman took pictures of the damaged furnitures and stated he will return to complete the job as soon as he received the right color of the cushions. He has never returned and all of my calls to the factory were met with arguments and harassment. I was appeased with a coupon of $50 for my struggles (picture of coupon enclosed). At this time, I am not getting any response from the factory nor from the store. I am stuck with the torn and very ugly looking chairs. The lifetime warranty that I received at the time of purchase is also enclosed.Desired Settlement: That I will be paid in full for the living room furnitures. They are the recliner, couch, and love seat.

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 upper management. The items in question are from 2011 they are almost 4 years out of warranty. We will not be giving a full refund of money for the items. We can still order the parts that are needed and we are willing to send a technician out to install the parts for Ms. [redacted]. We invite Ms. [redacted] to contact Ashley Furniture Industries, Inc. customer service line at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate OfficeKC

Consumer

Response:

Review: May 7th my husband and I purchased a king bedroom set, kitchen table, reclining couch, two end tables, and a reclining love seat from Ashley furniture. Our total amount was $7200.00 which we paid for cash in the form of a check there at Ashley that day. The only item we were told was on back order was the kitchen table. Our furniture was delivered the 14th of May. However the power reclining love seat we purchased was not on the truck. I called Ashley Furniture Homestore right then and they told me that the love seat was on backorder. Prior to this we were never told that our love seat was on back order. It just didn't show up to our home. The sales person at Ashley told me that our couch would be delivered on June 12th along with when our table was to arrive. We were upset as to this was another month past when our couch was supposed to arrive. A few days prior to June 12th I called Ashley Furniture Homestore to check on our delivery. They informed me that our love seat was still on backorder and now would not be delivered until June 28th. We did receive our table on June 12th. Now today on June 25th I received a call from Ashley furniture telling me that our love seat is on backorder again and now won't be delivered until July 6th. We are beyond disgusted that it has taken two months to get us a love seat that we paid for back on May 7th. We have been pushed back three times now. The first time we found out the love seat was back ordered our salesperson Terry Miller did give us a $100 gift card but that was back on May 14th.Desired Settlement: DesiredSettlementID: Delivery

We would like our love seat to be delivered asap and atleast a partial refund. We believe this is beyond ridiculous. If we were told from the beginning it was on backorder and then we did receive it in a timely fashion that would be ok with us. But to keep pushing something back three times and who knows if we will receive the love seat on July 6th. So far history with this company tells us no. Thank you

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 do show the reclining power loveseat was delivered on 7/6/2015. I would also like to offer an additional $100.00 in gift cards due to the delay in delivering the loveseat.

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also would like the gift card to be sent to my address: [redacted]

Regards,

This has to be the worse place we have ever bought furniture from. We received our furniture damaged and then it took them over a month to finally replace it after a technician was in my house for 3 hours trying to fix it. Then the deliver team damages my house without saying anything and left, as fast as they could. Furthermore, they delivered one chair when they we were supposed to be getting 4 and they gave me "4" different stories to why. This is by far the worse customer service I have dealt with in a long time. If you are going to claim your the "BEST", then no excuses need to be made from purchase to deliver. Especially when you have to PAY for deliver and they picked the time that is best for them and not for the customer. Never again will I buy from them and I will not recommend them to any friends and family, from any store. There sales tactics are also terrible. We cannot even make it in the door before we are bombarded and we just want to look without being bothered.

WORST CONSTRUCTION QUALITY EVER IN THE HISTORY OF FURNITURE BUILDING!!!!!!!!!!!!!!!!! my couch is less than 1 year old and the frame for the back has broken and ripped thru the back of the couch. my ashely recliner seat cushion bottoms out so low when you sit that it creates an 8 inch gap between the seat cushion and the back cushion. there are plenty of videos on youtube to prove it. [redacted] 1/2" x 1" soft pine framwork with 1 1/2" staples fastening the "studs" together....not to mention press plywood templates stapled to additional support framework. I would expect this from something from walmart or target , but this is actually worse as walmart carries the better homes line of furniture which is very solid compared to the Ashley brand. NEVER EVER EVER AGAIN will I buy anything with ASHLEY Furniture name on it.

My wife and purchased new living room set (couch, love seat, recliner, end tables, coffee table) a new dining room set (table 6 chairs with a leaf) and a full bedroom set. Less than a year after purchase the recliners material started to crack, and eventually disintegrate. We called Ashley and they told us we needed to call the warranty company (which we paid EXTRA for) because it was their issue. After 2 months of back and forth between the 2, someone finally came and recovered the recliner. Now less than 3 years of ownership, the material on the couch, loveseat, and recliner are all peeling, cracking etc...Ashley now says, this set is discontinued and there is no fabric left in the entire country to refinish it (which I feel is **).. The warranty that I PAID for, says I am "out of luck".. After months of complaining, Ashley sent us a $500 gift card... What the hell am I gonna do with $500? Thanks, but that doesn't even come close to what we paid for the furniture, nor does it cover the cost of buying one to replace the crap that we bought. Not mention why would I want to buy another piece of junk that's going to fall apart in 2 years? Ashley will NEVER get another dollar from me. Especially when they want to charge a premium price for things that fall apart. They like charging for Dom Perignon champagne while serving Flint Michigan water.

I will never purchase another item at Ashley Furniture. They do not sell quality furniture. We purchased two leather love seat two years ago and they also persuaded us to get the warranty, which does not cover ANYTHING! Our couches look like they are 40 years old, and worn and torn....after normal use! Absolutely wish I never would have stepped in the store and will never again be back, not even to purchase a picture to hang on the wall! Totally not the place to shop unless you want to return for furniture 6 months later! Disgusted!

I purchased a full living room set from Ashley in Mokena, IL. The set included a leather sofa, ottoman and love seat. The salesman strongly suggested that I purchase the insurance plan and stated that they would cover everything no questions asked. He further stated that they would send a repairman to looks at any problem and if they could not fix it they would replace the item. I had to go to the store to get a new lamp since the one that was shipped was broken, while there I told my salesman that my couch was showing defects including peeling, splitting leather and nail heads coming off within a short period of time from purchase. When I contacted Guardian about the insurance I hade to participate in a 15 minute phone interview and provide details about my purchase. They then required I complete a lengthy form and provide pictures with a ruler or a penny in the photo to provide perspective. The pictures had to be a certain size and cropped to the specific dimension or they would not accept them. Guardian also required the form and photos be back to them within 10 days of my phone call or they would cancel my complaint and I would have to start over. I jumped through all the hoops only to be told, "sorry, that won't be covered." I spent $5K. on furniture that looks terrible and spent about $500 on worthless insurance. Very disappointed in my experience with Ashley. I have spent over ten thousand with them in recent years and I think I will go elsewhere in the future. Don't waste your money on the insurance. And the sales people and guardian should know what's covered and be forthright about it. You have wasted my time!

I ordered a bedroom set for my grand daughter on May 31st. Mila was very nice and we were able to get a great price by looking at the Ashley internet site. One piece of the furniture was on back order and I knew it would take a little over a month to get. Also, because they live in the outskirts of town, delivery was only on Sundays. The first time we were called to deliver the furniture, all of the sudden, most of the furniture was on back order. Well, they had called me 3 days prior to delivery and said it was not going to show up. My son had already gotten rid of her furniture because he wanted to make room for her new set. At this point, they told me the delivery date was just an estimate. They did however provide her with a temporary frame and her mattress with the dresser. We were told it would show up on the 2nd of August. I received a call on Friday confirming the delivery of the furniture and again on Saturday. Sunday I get a call saying the delivery is not going to happen. The first person said it was a production issue. The 2nd person said the furniture had been damaged. Now we aren't looking to get the furniture until the 23rd of August. Almost 3 months since the order was placed. I doubt it will show up then.

Review: On Dec. 7, 2015, I went to the Ashley Furniture store with my wife. We both sat in an electric recliner chair that we liked, to test it for comfort. We liked the comfort of the electric recliner and purchased 2, along with other pieces of furniture. On Dec. 28th, we received our delivery. When we sat in the recliners we were horrified to find out that they are rockers. The recliner we tested in the store DID NOT rock. The recliner in the store stood perfectly still and I don't recall the salesman telling us that it was a rocker. I called the furniture store and explained that I didn't sit in a rocker recliner at the store and that I cannot have a rocker because I'm afraid that I or my wife will fall as a rocker recliner is very unstable. The furniture store said they couldn't do anything because the furniture was already delivered. I pleaded and asked if they could make an exception and exchange the 2 rocker recliners for regular recliners. I told them of my fear of falling for both myself and my wife (she's 80 years old and I'm 82). I was told I would get a call back in 2 days, but I never received call from them.Desired Settlement: I'm asking that Ashley Furniture exchange the 2 electric rocker recliners for 2 electric recliners that Do NOT rock. We would like them to be similar in size, upholstery, and color. Thank you.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Our retail location has advised that they have been working with Mr. [redacted] regarding his issue. Both parties have agreed to a reselection of the furniture. We invite Mr. [redacted] to visit the retail location at his convenience to use his store credit. Should Mr. [redacted] have any further questions or concerns, we ask that he contact the retail location directly. Regards, Ashley Furniture Industries, Inc. Corporate OfficeAB

Review: I bought furniture set 6/2014 . I also bought the warantee now they won't fix my couch. This couch is put together with staples and ply wood. It didn't last a year. I WANT a new couch or fix it.

Business

Response:

Review: On 9-29-14, I purchased a bed & box spring from Ashley Furniture Store in [redacted]. Sum total of, $1765.77. The day it was delivered, I woke up that morning at 3:00 a.m. in so much pain! The bed was like a rock! I went back to the store on 9-30-14 assuming I could get a refund or exchange. I was then told that it takes 6+ weeks to break the bed in! I was then informed that there are no refunds or exchanges on any beds because of sanitaion issues. However, since that was not disclosed to me about taking 6 weeks to break the bed in, [redacted]) did give me a courtesy exchange. But it had to be same manufacturer and price. (I have never bought a bed that did not have a minimum of 60 days to return it or exchange it, as long as it's not damaged or stained in any way.) I was then told to look at back of paperwork and that's where it says no refunds or exchanges on beds. I found this out after I purchased the bed. First store that I have ever come across this. I asked why no returns/exchanges and [redacted], said for sanitary reasons. We are talking about a bed not even 48 hrs old and this very important fact was disclosed before or at time of purchase. When I asked why they don't disclose this no return or exchange policy at time of purchase he could give no reason. [redacted]) said the mattress I exchanged would not get any softer bcuz it was on the showrm floor for over 4 mos. In less than 2 mos. the mattress I exchanged is so soft, I sink into it. I went back again to see [redacted]) and found that the mattress on the showrm flr. was so much softer also. So, was not told the truth about that. This (manager) has been dishonest w/ me and very cold and uncaring. The fact it is not posted anywhere that there are no refunds or exchanges on beds, is not justice. I had hoped he would do the right thing. He said, there was nothing he could do. That he gave me a courtesy exchange once already. I have been diagnosed w/severe hip and back problems, which I told [redacted], so the bed I sleep on is of extreme importance! Now, the box spring lining is falling off! This has been one big nightmare! I am 60 yrs. young and weigh 115 lbs. 5'6", so it's not my weight that has caused this. The fact that they don't offer any kind of return policy is not fair when not disclosed! And if that's there policy, they rightfully should have it posted for customers to see, before they buy a bed. This failure to disclose something of such grave importance is wrong. Now the box spring lining is falling off after not even 2 mos. I received a call from a lady from corporate office who said she was going to send an email to [redacted], and check into this and return my call in 4 days. That was over 3 wks. ago, will be 4 wks. on Tuesday 1-13-15. I have sent 3 letters to corporate office to no avail except that one call. When I spoke w/the person who did call me, she stated that yes it's very important to have a bed that one can sleep on. Since these stores are franchised,it appears, according to the person I spoke with that corporate has guidelines and some kind of 1 yr. warranty. Let me add that she seemed to be on my side and in agreeance w/me. But I have not heard back from anyone. How can anyone conclude a mattress is going to the right one after laying on it for a mere 10-15 minutes? And the one you lay on has been on the showrm floor for who knows how long. Lastly, I wake up in alot of pain bcuz of this bed being so soft and this is wrong!

Product_Or_Service: Mattress and box spring

Order_Number: [redacted]

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

Since they failed to disclose extremely important info, they have an obligation to post that there are no returns/exchanges on any beds purchased. Before one buys it, not let them know after. I feel a refund of this mattress and box spring is the right thing to do. This is the only store that does not offer returns or exchanges on mattresses. The box spring lining is falling off and the bed itself is a scam for failing to give proper info abo

Business

Response:

Review: Company delivered the incorrect furniture after a 3 week wait and told us we would have to wait an additional 3-4 days to get the correct furniture delivered or we would have to rent a truck and go tho their warehouse and get it ourselves. We were then told that they could maybe get it delivered by a 3rd party delivery company but we would have to pay the 3rd party. We told them that was absurd that we should have to pay for delivery again when it was Ashley Furniture's issue. When the correct furniture was finally delivered, after waiting for 3 days, not all the pieces were in the delivery. We are now being told there is nothing they can do immediately and they will mail us (not overnight) the missing pieces. This particular store for Ashley Furniture has done nothing to rectify the situation immediately and nothing to appease the customer over these issues that were all Ashley Furniture's fault. Terrible customer service and will never recommend this branch or Ashley Furniture in general.

Product_Or_Service: Sectional sofaDesired Settlement: DesiredSettlementID: No settlement requested - for

I would like for it to be public knowledge that this branch of Ashley Furniture does not care about the customer once the money is received. The worst customer service experience I have ever had to deal with.

Business

Response:

Review: A little over three years ago, I purchase a power reclining sectional durablend sectional couch from Ashley. I bought the additional 5 year warranty also. Within a year and a half the durablend started peeling on the areas of the couch that are sat on regularly. I called Ashley and they said to submit a claim. I did that and the claim was denied claiming it is normal wear and tear. I went into Ashley and spoke to a manager and he said he couldn't do a thing since the warranty was denied. I sent a email through the Ashley website and someone was supposed to respond within 48 hours and no one ever wrote back. I called the Ashley store and again was told there is nothing they can do. So after all this it has been three years and my sectional is falling apart. Every time I get up off the couch I have to pick pieces of durablend off of myself. I spent over two thousand dollars on the couch and it didn't even last two years before falling apart. Clearly this couch is defective or mad so poorly that it shouldn't have been sold. Ashley furniture should be embarrassed and ashamed to sell something this terrible and then not do anything to fix the issue.Desired Settlement: My sectional should be replaced or a credit given in order to buy another sectional that will last longer than a few years.

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 speaking with Ms. [redacted] and reviewing photo’s that she was willing to send in, we have offered her in-store credit in the amount of what she paid for her original set. Ms. [redacted] has accepted this offer and will be visiting the local retail store to make her reselection.

Review: In January of 2013, I purchased a new bedroom set from Ashley's. Since then I have had numerous issues with the quality of the furniture provided. Ashley's has sent out many replacement pieces that have all been worse than the last. Now in January 2014, I still have been unable to receive an undamaged complete set. Hours of my time have been wasted as well as a whole year od my life dealing with this horrible situation. I expressed months ago that I would like them to take the furniture back and they could refund my money. They refused to do so and promised me this situation would be taken care. As of yet, it has not even come close to being taken care of.Desired Settlement: I would like an undamaged head and footboard provided in a timely manner. I do not wish to waste any more of time on this issue with no resolution in sight. I also would like money credit to my account for all my time, disruption, headache, and months that have passed with successful outcome.

Business

Response:

Horrible! Will not be a returning customer! We purchased a bed and dresser for $1600. The bed was assembled upside down and without the metal rails, they stripped the screws and did not provide the plastic caps to fill the holes. The dresser had dark spots on it and they sent a tech out to fix it...they spray painted it in my house! When they came back out (for the third time), they delivered another dresser that again was less than expected. The tech that "fixed" the bed, stripped the screws and left pieces of wood all over the trundle bed beneath the full bed. The delivery man that brought the replacement dresser was very nice and made notes on the problems. We called customer service (for the fourth time) and they said to take that document to the store. We did and the manager called customer service. Then the customer service person said they'd have to send yet another tech out! We've had Ashley emotes in our home now 5 times and we still have issues! They never come in the window they set up which is also very frustrating! Lastly they told us their furniture was made in the USA, turns out it's made in Vietnam! This is one of the reasons we decided to buy from Ashley. All we want now is to return the furniture for a full refund and wipe this clean. Worst experience with a large purchase we've ever had!!

Review: When I made my first order I waited almost one month for the delivery. Ia month later my delivery date was may 10 2016, they called me the same day of the delivery one hour before to let me know that the order was incomplete I told the warehouse who called me I was going to call the store to see what's going on. Then I waited all day for the delivery but it never came so I called the warehouse to see what's going on they told me I had canceled the order when I never did I had spoken to the manager name ruben I told him I needed to living room set he delivered the table and the two coffee table and one sofa I was missing the love sofa he said he was going to call me the next day so he didn't. So I called and he said I told u I was going to call u back I told him I called u because u never called me so he got mad and said u know what I dont have tje love sofa write know and were going to get it until june 2 I told him thats too much timefrom know. I called the coporate to tell them what was going on they Said on saturday they had a delivery for me the called me to make shure about the delivery appointment was going to be 11:00 to 2:00 so I waited until 4:00 and I called the warehouse and they said o they went to your house and they didn't open and she said let me call the delivery man yo see what happened so she didn't called back so I called and they told o im sorry they didn't deliver it because it was defective or damage itold them I thought the had came to my house but I wasn't here she said no nobody went. So the next day on a sunday we decided my husband and me to go to the store then the sales person told me husband we have it let me go check it out and make shure its their so they check and said yes its here but the problem is we don't have delivery guys today but if you have a truck u could come and pick it up this was at 10:00am come vack at 1:15 my husband went at 1:00 and they said no we dont have anything under that name on stock so he goes back to the store and let them know they said yes they do have it he was going back and foward to each place untill the security guy told him if u come one more time were calling the police. So I call the coporate again and the said on this monday were are sorry but were have a delivery on Wednesday as today they gave me a time 9:00 to 2:00 I also got a delivery confirmation about a time today at 7:42 am so I called the warehouse and said no we dont have a delivery until the 28 of may I said WHAT thats to much already I got a confirmation text and time she said it cant be because it was canceled because we dont have on stock untill the 28 the never called me to let me know about it so im so tired already.Desired Settlement: I need to know the truth and im not a joke the have to be responsible for it

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 customers claim, the customer was advised that one of the pieces would not be delivered with the first delivery due to it was on back order. The manager from the retail store has spoken to the warehouse, and made sure the customer’s love seat is available for delivery. The customer is scheduled for delivery on 5/25/16. Customer’s daughter has spoken to the store, and agreed to wait for the furniture, and agreed to get a $300.00 discount off the item. The customer has also received several other discounts towards her purchase. At this time, we feel we have made a good faith effort to resolve the customer’s situation. We invite the customer to visit the retail location for any questions regarding the refund. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Consumer

Response:

one the name in the contract is [redacted] not [redacted].second yes I spoke to the manager name ruben he was really rude and yelling at me [redacted] because he had told me ill make a delivery date as soon as possible that was on the date may 10, on may 11 I called him because on may 10 he said if I dont calle you tomorrow calle me back so I called and thats when he got made and said what do you want I dilevered the sofas on the day you wanted, I told him I called you because you told me to call you if I didnt hear from you. since then they been setting up appoinments for delivery and everytime they call me to confirm the shipping and I have does on text messages saying that there on the way and they never arrive because they call me at the last minute saying the same reason they are damage. I spoke to another manager on the 25 of may confirming the delivery and they said yes im positive 100% that we have it so I told them ill rather go and pick it up for no more excuses they said fine your appoinment is at 9:00 am on thursday morning my dad ignacio [redacted] went and they told him o we are sorry is damage is broken he said again so he called me to let me know and I told him tell them that you want to see it to make shure its there they said no no pictures or your not aloud to see, they said call the store I said no im tired of this already. is been almost two months in the half of my first order and of course I never agree of accepting only one sofa they told me to sing for the delivery only of none sofa and the tables. you guys think im going to be happy with 300 discount and I have to be accepting it and dont do nothing regarding all this lies.

Review: 10/07/15 received order# [redacted] (4 chairs) purchased on 10/03/15. Upon delivery my wife inspected the chairs themselves and found no damage and accepted them. The delivery gentleman took a picture and left. The wife then moved the chairs to a new position and found that the chairs though similar do not match: Height alignment with current set, finish, thickness and stitching. My wife immediately ran out to gain attention of the driver to see them leaving and they didn't stop to my wife's "flag down". My wife immediately looked for the [redacted] number and called and spoke to [redacted] telling her about the issue; and was assured the driver would circle back around and pick back up. We waited till the end of the day and nothing happened. My wife called today (10/08/15) and spoke to Madelyn whom said the driver claimed my wife was not telling the truth and that she would get back to us at 1:30pm with more info. I called at 5:46pm, asked to speak to my salesperson (James) whom was not there and they gave me a gentleman I could not remember his name, but he was of middle eastern or indian decent I assume from accent. I let him know what the issue was and he said he would get back to me tonight. I called back at 6:20pm, and spoke to the receptionist and said when she found the person I spoke to she would have him call me, she did ask what happened. So I repeated our concern again. She said she would get back to us. 7:36pm I call back looking for an answer and I am put on at least a 5min hold (the conversation total time was 16 minutes); I am told by [redacted] (I believe she was of some supervisory position) that the driver matched the furniture and says its match. Frankly telling me our claim is fruitless and is purely interpretation. I ask her again to consider the refund, I was willing to drive the chairs back myself and if there was even a scratch on a chair I would agree with no refund (they still have the tags on them, nothing is taking away from the resell of the furniture). She said we have a no return policy sir. I asked where did I sign that. She said you don't sign it, that just our policy. I asked where is that located, and she said its not located any where.

If the driver was willing to take a few minutes and ensure we were happy instead of pushing for a signature then we would he able to handle this while on site. Cues from Sleep Train & Best Buy on how to deliver and take care of customers after the sale would be recommended.Desired Settlement: All I really want is just to have the entire invoice refunded, minus the shipping of course.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.After discussing the situation with the retail location, they have agreed to pick up the chairs and issue a refund. Once the items are scanned back into the warehouse, the refund process will begin. Should the customer have any questions or concerns regarding the refund, we invite them to contact the retail location they are working with.Regards,Ashley Furniture Industries, Inc.Corporate Office**

Consumer

Response:

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

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

Regards,

Review: 1. I bought the furniture on 4/30/15. The Salesman was [redacted] ###-###-####, and the Sales Manager was [redacted] ###-###-#### Customer Service ###-###-####. The purchase includes one living room set (sofa, loveseat and chaise), dresser, five drawer chest and cal king mattress set plus wheeled bed frame.

2. First delivery at 8:30am on Friday 5/15/2015 on route R07. The bed set was rejected due to NON-wheel bed frame. The two-seat reclining powered sofa makes noise when reclined. Also the armrest on reclined powered loveseat was crooked. One of the delivery guys told me to call the sale store after 9:30 am, it is when the store opens, regarding the bedframe without wheels. I called the store later that morning and spoke to [redacted] and [redacted] told me they don’t have bedframes with wheels. I told him I would like to return all the furniture and purchase those items at another store that offer bedframes with wheels. [redacted] told me that he would credit me $200 so I could buy wheels at Home Depot and install on the bedframe. I rejected the offer and told him to do that instead of us. He said go ahead and schedule a delivery of the bed set and he will have his technician come to install the wheels on the bed frame after I accept the delivery. Later on that day, [redacted] called and said that he will come to install the wheels on Tuesday 5/26/15 at 6pm after I accept the bed.

3. I contacted [redacted] customer service at ###-###-#### on Friday 5/15/15 regarding defected armrest and reclined sofa noise. They will send the armrest and a technician will come to correct the issues.

4. Second delivery on Sunday 5/24/15 on route R09, I accepted the bed and bed frame per advice from [redacted] so [redacted] can install the wheels later.

5. The armrest was delivered on Sat 5/23/15.

6. [redacted] did not call back regarding having technician come out to correct the issue. I contact [redacted] on Monday 5/25/15 to schedule technician comes out on Saturday 5/30/15 to correct the armrest and recliner noise.

7. [redacted] called at 5:30pm on Tuesday 5/26/15 to notify that he will not show up at 6pm because he looked at wheels at Home Depot and cannot install those on the bedframe. He contacted store manager [redacted] (###-###-####) and said that [redacted] might agree to credit $300 toward our bed frame due to their negligence on the wheels. I contacted [redacted] and [redacted] said she will process the paper and hopefully will credit $300 to me by the end of tonight. [redacted] called backed at 8:42pm said that he can offer $200 cash or $300 store credit. He also mentioned that I have no choice because I cannot return the order due to they were delivered; either I accept his offer or no deal. I do not accept store credit since I will not purchase anything from this store again due to the troubles I have had. The $200 cash is the offer that I had rejected back on 5/15/2015 and even [redacted] could not use the money to purchase wheels to install on the bedframe. I believe [redacted] tricked me to have the furniture delivered and then later said I can’t return delivered items. I’d like to return all the items I purchased because [redacted] does not deliver what they promised.Desired Settlement: I'd like to get a full refund from [redacted] for all the items I purchased due to their negligence.

Business

Response:

Date: 6/1/15

Review: Last year I purchased a 14pc livingroom set from the merchant in October or November of last year. Everything was great the customer service I received was good, seeing that I did sales for almost 10yrs. Everything was delivered and set up minus the lamps, they were still boxed. I didn't remove them out of the box until a few months later. I noticed after properly setting the lamps up they were defective which was a manufacturing issue. So time passes and I had someone re-set up the lamps. They were still leaning and some of the parts weren't straight. I called the store and let them know about the lamps and the issue at hand. Instead of being more sympathetic the sales person says its too late and we can't exchange them. But I can puchase new lamps if I wanted to, because they were apart of the package deal. That she has no control over how the lamps are manufactured. She then told me I can purchase new lamps, why would I purchase new lamps when I already spent close to $600 on this product. I felt like oh we got your money already so spend more, like it was all about the money and not delivering the correct customer service. I feel like you're always suppose to go above and beyond to deliver the best customer service possible. I just felt like I'm stuck with a product that I'm paying for and its damaged. I don't wanna go out and buy another set of lamps while I'm still paying for these. All I asked was for a simple exchange or at least some type of understanding. I don't think I will patronize this business again, I always recommended this merchant to family and friends. But this experience has me telling them don't shop there. Any feedback will be greatly appreciated, thank you for your timeDesired Settlement: All I would like for them to do is exchange the lamps. It would be highly appreciated.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Jovanna Habeebullah'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 recieving this Revdex.com claim, we have spoken with the store and they have agreed to exchange the lamps. The customer has been contacted and accepted the offer of exchange.

Sincerely,

Ashley Furniture Corporate Office

Consumer

Response:

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

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