Ashley Furniture Homestore

Review: Purchased two recliners manufactured by Ashley Furniture on 11/28/2014. They were delivered by and installed by Ashley. Within a couple of days one of the chairs didn't recline. Called Manager of Ashley and after trying several of his suggestions, the chair still didn't work. Ashley sent out a repair man. He determined a problem with the installation of electric mechanism. He fixed the one and checked the second one, found the same problem and fixed it also. Chairs worked for awhile then stopped working again. We also paid for the extended warranty so now Guardsman is involved. They send a technician out and he says the motors are unrepairable. We chose the option of having Ashley replace the chairs. Ashley claims they no longer make the chairs so unable to replace them. However, Living Spaces and other furniture stores carry these chairs so they are getting them from someplace. Apparently these chairs are nothing but junk and should never have been sold in the first place.Desired Settlement: Since Ashley claims they no longer have these chairs for replacement, they should buy some from the other stores who carry them and make the replacements they owe us. Unless. of course, they realize the chairs are totally useless.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of the customer’s account, we have processed an in-store credit for the amount of the two recliners. We have spoken to Mrs. [redacted]s, and we provided her with the amount of the credit. The total amount of the credit is $648.00, and we advised that the credit must be used by the expiration date which is 6/30/16. She advised to the agent that spoke to her, that she would be in today to use her credit. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Review: On 06/09/2014, I visited the Ashley Furniture Homestore located at [redacted]. I made a purchase of $7,435.24 which included a living room set, dining room set and bedroom set. To include the guardsman warranty and bed protectors. Order numbers [redacted]. I had problems within the first month with a faulty chair from my dining room set. First they sent me legs, which didn't work and then they sent a technician out to exchange the chair. I then had to call back because my sofa was making noise. When the technician opened the sofa, a support was missing. The technician also had to replace the bottom of one of the coffee tables for my living room set. The "wood finish" peeled right off on one of the edges. The technician asked if I could install the piece so that he wouldn't have to go back to my house for a 5 minute job. Very unprofessional but I obliged. Bolts were missing from the head board of my bedroom set, that the delivery person failed to install or notify me of. I know this is all documented, as you can see I have had multiple problems and it hasn't even been a year! I was sold on the wonderful guardsman protection and was told it covers EVERYTHING. Well my 2 year old daughter took a hold of a crayon and wrote all over my ottoman. I call guardsman and go through their whole process and get denied because they don't cover crayon. I explain the salesman said it covers anything and they refer me back to the store. I go to the store and the salesman cant help. I end up speaking directly to the store manager and he says he cannot do anything. At this point after spending $7,435.24 I am very upset nobody could help.

Now I run into another issue. My parents purchased a bedroom set for my daughter as a gift, which I wasn't present for. It was purchased at the same location on 06/27/2014 order number [redacted] in the amount of $1974.12. So far $9,409.36 has been spent at this location. For the past couple of months my daughter has not been sleeping in her bed. She finally tells me she is having back pain. My parents said the salesman was new and kept asking for help. The salesman also said the mattress sold was great for children. I go back to the store and I explain to the salesman that my parents were never educated on better mattress options avail**le. The salesman said they mattress sold is the worst they had but was happy to sell me a new one. I asked if anything could be done as far as a credit since I paid $96.55 for the box spring and $201.91 for the mattress. I asked if they could exchange the mattress and box spring for another more expensive set and I would pay the difference and they said NO. They couldn't help with the ottoman and couldn't make things right with the mattress when I am willing to invest more money. At this point I am very angry I call customer service on 01/23/2015 at approximately 600pm and I speak to [redacted] ext. [redacted] out of [redacted]. I explained the situation **out the mattress and she advised she can send a technician to check if the mattress is defective. She stated if it's defective Ashley will credit me the mattress and allow to pay the difference for a new one. I explain to her the mattress isn't defective, the mattress is the worst one in the store according to the salesman. I asked if it wasn't defective what could be done and she said nothing. [redacted] was able to help with the ottoman and setup an exchange which I am satisfied with. [redacted] scheduled for a technician to look at the mattress which I am certain is a waste of money for Ashley. I asked [redacted] again if the mattress could be exchanged and credited so that I could buy a more expensive bed and she said NO. I need to buy a new bed for my daughter and the other issue is the salesman never educated my parents and let them know Ashley offers a low profile box spring. It is difficult for my daughter to get in and out of the bed.Desired Settlement: The ottoman issue was taken care of by [redacted]. But the mattress and box spring issue is still not resolved. I would like a credit for the mattress and box spring so that I could purchase another mattress and low profile box spring. I would like to have someone come to my house and retrieve the current mattress and box spring.

Business

Response:

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

I am very disappointed in the matter Ashley Furniture in both their corporate and local business has handled the issues I have encountered. I purchased a sofa, love seat, and dining set over presidents day weeked, The living room furniture was paid in cash. The first issue was the amount of time I needed to wait for my furniture. 3 weeks. Due to be delivered on March 7th. Make a long story short only my sofa was going to be availalbe and now I needed to wait an additional 2 weeks for my love seat and no one knew where my dining room set was at. I've been promised call backs and no one has committed to resolving my issues. At this point, I just want a full refund and never return to this place ever again but I can't even get someone to tell me what their refund policy is. Very frustrated and angry EX customer.

Review: I purchased bedroom furniture from the Ashley Furniture store in [redacted]. on 10/20/2014 in the amount of $3,363.92. At the time of purchase, I was told that it would not be delivered until November 7, 2014 because the bed was on back order.. I agreed but stated that if if could be delievered earlier that would be better. Later, the deliverery date was changed to November 1, 2014. I was preparing for that delivery date and received a phone call alerting me that the bed, once again, was on back order and they would not receive it until Nov. 5, 2014 so they would not be able to deliever until Nov. 7th (Friday). I agreed and told the person that I would need to get the bed on that day because I was expecting guest (mother/father) from out of town and I needed the bed. My father is ill and can not go upstairs and would need to sleep downstairs in the new bed. He assured me that it would all be delivered on November and thanked me for understanding why it could not be delievered on Nov. 1st. On November 6, 2014, I received a text confirming the delivery on the next day, November 7, 2014. On November 7, the deliver staff called me 30 minutes before arriving at my home to confirm delivery. I had taken off from work early to meet them at my home. The delivery guy then informed me that he did not have all of the pieces only 2 night stands, a bench, and a chest. I told him that everything was suppose to be delievered on that day and he stated that he didn't know becuse he was just the delivery guy, but he didn't have all of the pieces. I told him I would meet him there but I wanted to call the store to determine why they were not delivering all pieces as promised. I called and spoke with the customer service staff and [redacted], sales person who sold me the furniture. They did not know why it was not being delivered and noted that they would contact the warehouse and get it taken care of and that I should receive the other furniture. I told him that I was hesitate to receive the furniture since the bed was not included. He noted that he would take care of it and get back to me. The delivery staff left the furniture and noted that he did not feel comfortable telling me that all the furniture was not there and he was told by the warehouse that he should just tell me. He thought someone else should have informed me. I received a call back from [redacted] later that day noting the she did not know what happen but the bed could not be delievered until Nov. 20th and she wanted to know what they could do to make this work. I noted that Nov. 20th was unacceptable and she said her manager, [redacted], would call me. I talked with [redacted] on Saturday and he informed me that what happen should not have happened and that he was looking into it and would have a solution soon. He noted that he could not do anything then since it was the weekend and that he would call me on Monday with the plan. I nevered received a call on Monday. On Tuesday, I called and spoke to [redacted] and told him the story and let him know that I wanted a full refund and for them to pick up the furniture already delivered. He said he could not authorize that and his manager, [redacted], would be in at 1pm and he would have him call me about the refund. At 4:00 I still had not heard from ** so I called back. He said ** was there and had the information but had not gotten to it yet. At 5:30 pm, [redacted] left a voicemail noting that he some delivery dates for me. This was shocking because I had already told him numerous times that I did not want a delievery date, I only wanted a refund and the furniture picked up. I called him back and told him again that I wanted a refund, he noted again that ** was the only person who could do that and he would not be back until Saturday Nov. 15th. I told him to call him on his cell phone because he was suppose to call me on Monday, Tues, and Wednesday and he never did. I have yet to receive a call from ** or any store manager. I contacted the Ashley Store customer service line and she stated that she would be contacting [redacted] for the [redacted] store and someone should be calling me. I have not heard from anyone. It has been almost a month since I purchased the furniture and I have only received the "run around" and it appears they do not want to give me a refund. This is a reasonable request since the customer service has been horrible and their have been unreasonable and an excessive delay in completing a service already paid for...I am asking for your assistance in this matter.Desired Settlement: I am requesting a full refund in the amount of $ 3, 363.92 immediately and for Ashley to pick up the furniture already delivered (chest, 2 night stands, and a bench) immediately.

I am also consulting with my attorney in regards to this matter. Thanks.

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: I have made several recliner purchases for my Café with Ashely Furniture back in 12 / 26 / 2014. I have also purchased a protected warranty thru Guardsman. Since our salesman [redacted] emphasized Guardsman will protect all of your recliner EVEN for your commercial used in your cafe, If ANY damages such as wear, coffee and tear, stain, water, wine, crayons , ink, pencils, pens, If your furniture becomes damaged. You can file a claim, and have it cleaned / repaired and replaced. If it became impossible to do so, Ashely Furniture will replace it at no additional charge. If you find that you are not satisfied, contact [redacted], and we will strive to assist you as best as possible. We will not sell you a warranty and it not worth the paper it’s written on. Its peace of mind ad your item is protected. It doesn’t make sense to spend over a $1000 and not have your item protected. They will not approved deliberate acts of damages to your purchase,. I understood and felt safe making the purchase.

On August 2015, a customer had spilled a cup of coffee on one of the recliner. Immediately my wife and I had filed a claim with Guardsman. After almost 2 months of waiting and running around by Guardsman. Below is the copy and paste of denied service email from Guardsman. (The completed email is available, upon request by legal personnel).

Guardsman Service Request Number: [redacted]

“Chair-Recliner - Food & Beverage - Furniture that is used for commercial, institutional, or rental use is not covered under the terms of the protection plan.”

“Guardsman DO NOT offers ANY protraction plan on furniture used in commercial.”

I than contacted Ashely sales manager [redacted]….

[redacted]: Okay, so Guardsman has denied you service request, what do you wanted me to do about it?

Me: I would like a full refund on the protraction plan of $99.99 since [redacted] are fully aware Guardsman DOES NOT OFFER COMMERICAL PROTECTION PLAN.

[redacted]: laughed and said “we don’t issued refund. SO what! [redacted] have made a mistake, like you have never made mistakes. By the way Guardsman DOES OFFER COMMERICAL PROTECTION PLAN.

Me: WHAT!? [redacted] you do aware it is illegal in the state of California to sell faulty Service Protection Plan right?

[redacted]: No it’s not.

I than Contact Guardsman spoke to [redacted]… (The completed call with [redacted] has been recorded and documented. It’s available, upon request by legal personnel).

[redacted]: Ashely Furniture are fully award Guardsman DOES NOT OFFERS COMMERICAL PROTECTION PLAN.

Me: are we sure?

[redacted]: YES! Because the protection plan was draw out by Ashely Furniture, Ashely Furniture has a copy of the service protection plan contract with Guardsman in every store for training purpose.

Under the FTC Section 5, it is illegal for any business to sell false extend warranty/warranties by providing false information to consumers. Misleading consumer to believe the information being provide was truthful.

Desired Settlement: A full refund of $99.99 In the form of US bank issued cashier check mail to

Attn: [redacted].Desired Settlement: Desired Settlement: A full refund of $99.99 In the form of US bank issued cashier check mail to

Attn: [redacted]

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 apologize, but the above mentioned individual is not the customer who purchased the furniture so we are unable to discuss and refund specifications with **, however we were able to find the correct customer. [redacted] is correct in stating that the Guardsman protection plan DOES NOT cover any furniture used in a commercial setting. The store has been instructed to contact the customer who's name is on the sales invoice and refund the protection plan amount in full by how the customer paid. The request for a Cashiers check has been denied as a refund must be issued via payment method used by the customer. Regards,**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.]

The Furniture was purchased by myself and my wife [redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. How ever when will the fully refund be issued ? I have no trust of Ashley Furniture

Regards,

Business

Response:

The refund was processed earlier this week and has been sent to the financing company the customer used to pay for the purchase. It may take a few days for them to process it on their end. The customer should check with them with regards to the length of time it will take for the refund to show on the financing account.Regards,**Ashley Furniture Corporate Office

Review: I ordered 4 items online & when received the items. 1 was missing the bottom piece to the headboard. The frame was the wrong ones & the other headboard never opened. I called requesting a return shipping label to return the item, I was told I had to pay for the shipping. I was told I had to pay for shipping. This was not readily available online stating once u purchased and item that you would be responsible for the shipping.Desired Settlement: I would like a refund of all monies spent & pre paid return shipping labels

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 complaint we found that Ms. [redacted] did not purchase from an Ashley Furniture Homestore, she purchased online. We did reach out to our online team regarding her situation. The frame that was sent out to Ms. [redacted] is the correct frame. Our online team did contact customer and also sent instructions on how to assemble. Since speaking with customer our online team has tried to reach out to Ms. [redacted] multiple times but have not been successful. We invite Ms. [redacted] to contact Ashley Furniture Industries, Inc. online team at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate office **

Review: The sleeper sofa was delivered on 10/23/15 damaged so another the company replaced it with another one. On April 20, 2016 I took off the cushions and two were frayed and the third cushion had the zipper busted. I contacted customer service and was told they would look into it. They called me back within 48 hours and said they would not cover it. We bought the protection plan and was told to contact them. Well, after a nightmare with them because someone can not type my email address appropriate and that I was told multiple different things. I received an email stating that this was a manufacturing defect and they would not cover it. The couch is less than 6 months old and we paid 2,000.00 for it and you refuse to do anything. I have a problem with that. When your warranty company states it is a manufacturing defect you have a problem.Desired Settlement: All I want is the 3 cushions replaced.

Business

Response:

Good Morning,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you notified us regarding Mrs [redacted] situation. we take these matters seriously and want to ensure the proper septs are followed so a resolution can be reached in a timely manner. After careful review of the situation I have gone ahead and ordered 3 new cushion casings for Mrs. [redacted] it will take 10 to 15 days to arrive. Once they do arrive customer may call for a tech if needed. Regards, Ashley Furniute Industries, Inc.Corporate OfficeLB

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: My aunt bought a Tempur-Pedic matress 2/22/16. She is 86 years old and is very unhappy with this bedding. She is having back problems since getting it. When I called the store for her they said they don't exchange mattresses. I contacted Tempur-Pedic directly and they have a 90 day return policy but they couldn't help since we bought it through Ashley Furniture. They did say that they didn't understand why they would not exchange it because Tempur-Pedic would. My aunt spent $3000 dollars for this and now can't sleep on it. If she had bought directly from Tempur-Pedic she would have been able to replace it with another matress.

Product_Or_Service: bought matress

Account_Number: 910442800Desired Settlement: DesiredSettlementID: Other (requires explanation)

We would just like to exchange it for a firmer matress.

Business

Response:

Good Afternoon,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mrs.[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 working with upper management the store did process a reselection for [redacted]. This was created on 4/21/16.[redacted] is aware of this and is happy to pick out something different.Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

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. Everything has been resolved. Thank you for all your assistance in getting this taken care of. I have already selected a new matress and very pleased. Again, thank you for your help.

Regards,

Review: There are many things that are wrong and that have happened since purchasing my furniture here. It is NOT solely product issues, but that is one of them. It started with my initial purchase which was wonderful and my associate was wonderful as well. Then, it came time for delivery and my delivery drivers were so incompetent and rude I was so upset with the way I was treated. Not only this, my furniture was broken the frame underneath was badly damaged so I told the driver to take the item back and I'd like a replacement. After he left I called corporate customer service and thought I was being wonderfully helped, only to find out the next day that the original person that helped me left out a good deal of information and so now my issue was even deeper. I spoke to a "manager" who said they would handle it and call me back. They offered me a 100 gift card which I feel was just to hush me up cause they have availability to do that. I got nothing but a run around from corporate who could not get facts straight for 3 days before even calling me with a re delivery. I was so frustrated so I called the store. I then spoke to a manager named [redacted], she was very helpful in communicating with corporate and the warehouse and getting things straightened out and getting my new delivery scheduled. She even refunded delivery charges which were $160.00. This was fine until my "new" couch was delivered again and was broken and busted again. I again did not accept the second attempt at delivering my couch and immediately called the store again and spoke with [redacted] and let her know what happened again and she told me that she was sorry and does not understand how this is happening, she told me she would call me back the next day and I never received a call. This bothers me a lot on many levels: I have been treated so lousy after I paid. Not only that it makes me feel like Ashley really doesn't care and no one is showing any sense of urgency in trying to call me back and get this straightened once and for all. I am beyond upset and very close to just returning all $4600 worth of furniture I purchased that day. When I spoke with her the second time I told her like I felt that it was necessary and fair that I receive some of type of compensation for now another broken piece of furniture being delivered. She told me she would call me back after speaking to the store manager and like I said before did not call me back when she said she would. Not saying she hasn't been helpful but I'm beyond getting help or getting anything done at a store level apparently. Ido feel like once I spent my money the customer service went out the door and no one cares about my time that I've had to waste on so many phone calls, and this complaint to your company. This is exhausting and I am beyond frustrated at this point with the service I have been receiving. I would like and feel that's it's completely fair some additional compensation for the million struggles that I have been going through just to have my furniture delivered to me in brand new fashion as I ordered them. I do not have the time to continue this circus that I'm now entrapped in.Desired Settlement: I would like for someone to compensate me accordingly for all the trouble I have been through. Refunding my delivery charge and sending me $100 store credit when I don't even want to step foot back in the store ever again just doesn't feel sufficient to me. I feel like it is all merely minimal effort to make me happy again and regain my business. Any hope of me ever purchasing from Ashley again is truly feeling as of this point as if it's irreconcilable unless it is laid to rest and handled appropriately. I do expect a high level manager to respond to this since others just don't suffice and can't seem to do their job correctly.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you notified us reguarding [redacted] situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.After reviewing Ms. [redacted] situation we have been in contact with the store to assist with resolving the issue. Ms [redacted] should be contacted by the store.Regards,Ashley Furniture Industries Inc.Corporate OfficeLB

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: Bought a mattress from Ashley furniture with a 10 year warranty at the beginning of 2013. I purchased a new home and I put the mattress on the side to move it to the new home with proper support. The mattress has now a bulge. The company is only offering me a gift care with only half of the value instead of replacing the mattress. Nowhere in the warranty information it states that you cant put the mattress on the side. I believe the mattress should be replaced at no cost. Please review. http://www.ashleysleep.com/us/en-us/customer-service/warranty-information. I spoke today with [redacted] and she stands firm that the mattress can't be put on its side. She couldn't explain why it doesn't specifically said that you cant put mattress on the side under the warranty do's and don'ts.Desired Settlement: Please replace the mattress.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Customer Name’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 this situation with upper management, we have found the previous offer of $225 in gift cards for customer misuse of a mattress to be fair. In an attempt to maintain a good relationship with the customer we will increase the amount of the gift card to $300. We feel this shows a good faith effort to assist the customer with non manufacturing damages, as the damages occurred by how the customer chose to move the mattress. The terms of the warranty state it will be null void if if merchandise has been damaged in moving from original point of delivery. Regards,**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.

Regards,

Review: We purchased a new living room couch and a accent chair to be delivered to our new home on August 3rd. When the delivery associates arrived they were in our house for no more than 10 minutes, spoke only a couple words of English, and could not communicate answers to our questions. Part of our furniture was damaged while getting it setup and they could not tell me where to notate this or what to do, and kept shoving papers at me to sign and rush out of the place. We had boxes filling our other rooms to make way for the living room to be cleared for the couch. In such a rushed state from them we could not move the boxes to have them place the accent chair in the other room. As soon as they left, we made our way to move the chair and found that it did not fit through the doorway. We called the store IMMEDIATELY after they left to address this concern, in which we were told we had to speak to the woman who sold us our furniture, Allie, and that she was not in but would call us at 1pm. She did not call us, we waited until 3pm and called back to speak with her, and she then asked a manager what they could do for us and we were told there would be nothing done. There is no return policy printed on the receipt from our purchase or on any of the documents we signed. I verified online that there is no return policy listed and it appears that rules/regulations are set differently for each location. We were told to contact their customer support line, which only apparently deals with warranty repairs, and they told us they would forward our concerns to the store to have the manager contact us for further assistance since they couldn't do anything for us but would imagine they could accommodate and exchange/return in store . Never heard from them again. I have sent in online complaints through their website, all stating they will forward to the manager at the store location since each store is operated independently with their own policies, and no one is contacting me back. I explained to them numerous times that we would be happy with simply returning the chair for store credit so we can buy something that actually will fit through our doorway into our home, and still I have no response. The chair is currently sitting with price tags still attached in the middle of our dining room as there is no where else that the item will fit in our house. We have it covered with sheets to protect it so it does not get damaged while we anticipate a return. At no time was a return policy discussed during our transaction either. The complete lack of care and help from this company has blown my mind. I have never had to call so many times, or email so many times to simply be ignored.Desired Settlement: I really wish that we could get it resolved to the point the chair can be picked up and we can simply get our money back, or at the least store credit so we can obtain a piece of furniture that we can actually use. We also paid $149.99 for a furniture protection plan to cover both items, so I am hoping that it partially credited when the chair is returned.

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 situation we have found that Ms. [redacted] is not the customer. The order was placed under a James Becker. The store has reached out to the customer and they have come to a resolution. They will be picking up the chair and a half this Sunday and refunding it. They will also be refunding the delivery fee. The customer was very satisfied with this agreement.Regards,**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. We are awaiting confirmation as to the time the chair will be picked up on Sunday, and should know by Saturday. Thank you!

Regards,

Review: I purchased furniture from Ashley Furniture's [redacted] location on February 12, 2015. The experience was wonderful until it was time for delivery on February 27, 2015. My furniture was schedule to be delivered on February 27, 2015 between 3:45-7:00 pm based on the text message I received from the following number ###-###-####. I confirmed the delivery and went to work this day because I was leaving at 3pm. My mother calls at 2:45 pm informing me that the delivery truck was there. The delivery drivers (3rd party company with no Ashley truck) decided early on that delivering my furniture wasn't going to happen. First, cars had to be removed from the driveway. This wasn't a problem, since I reside in a townhome and share a driveway with my neighbor. My neighbor gladly moved their vehicle. Note: the driveway would have been clear at the scheduled time. The next issue was snow and ice supposedly being in the driveway. First, my mother is disabled and the snow was cleared and there was no ice. The driveway, sidewalk, and stairs were all heavily salted from the snowstorm the day before. The delivery driver went back to the truck and was on the phone for 10 minutes before telling my mother that I had to reschedule. I arrived home 5 minutes after the truck left. I called my salesperson, [redacted], and he was no help. He transferred me to his manager because he didn't know what to do. I find that very convenient considering he knew everything to do and say when selling the furniture. When I finally spoke with the manager [redacted], he was in defense of the driver. He began to discuss customers never being angry because it was delivered early and issues never existing regarding delivery. He completely disregarded my situation and kept saying he didn't know what to do except call and nothing could be promised. I didn't ask for a promise, I wanted my furniture delivered that I have an Ashley credit card for. The manager kept going on about I should have been home the entire day and the delivery company text pictures to him to show the driveway not being clear. The pictures that were sent were prior to the cars being moved because the delivery truck did pull all the way into the driveway. The property has camera surveillance so this was another crappy attempt not to deliver. The surveillance cameras can show the events that took place. I told the manager that we would have to agree to disagree because timeframes are set for a reason. The manager stated he would call and let me know if it would be delivered again that day. I waited for 1.5 hours and received no call. I went to the store and cancelled my order. When my friend and I arrived at the service desk, the young lady at the desk was nice. I told her that I wanted to cancel the order. She asked who my salesperson was and he walked over there. He didn't acknowledge me nor did he apologize, he simply said that [redacted] knows what to do. [redacted] approved the cancellation and again no apologies and no courtesy call saying the furniture couldn't be delivered that day. I am so disgusted with the bipolar turn around these two employees decided to execute. I will never step foot in an Ashley again. My friend, who was with me, highly recommended Ashley because she has purchased several pieces. She was more disgusted than I and will never purchase from their again. The customer service was despicable and Ashley has lost a customer. Since I have an Ashley card, I could've purchased furniture multiple times.Desired Settlement: I want an apology and not from the two jerks that decided to forget about customer service. I want a handwritten letter from the company detailing what will take place regarding the employees and their policy on customer service.

Business

Response:

Review: I purchased 2 Queen size Sealy Posture pedic beds. The floor model was manufactured by Sealy. The ones I received were manufactured by Stonebury and are of an obvious inferior quality. They are also as hard as stones. The only similarity to the floor model is the tag that says it is a posture pedic bed. When I informed the store in [redacted], I was told that it takes a "few days" for the bed to "loosen up."Desired Settlement: I would like actual Sealy Posture Pedic Beds and not a cheap knock off that says that it is manufactured for Sealy. If they are going to sell a bed, the floor model should match and be of the same manufacture as the ones they are selling. If the floor model had been of the same manufacturer or of similar quality, then I would not be making any sort of complaint.

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 [redacted] store manager has been in contact with the customer. The store has offered the customer "in store" credit in the amount of $600 to use towards a new mattress.

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.

Purchased a recliner with protection plan from Ashleys. The protection plan was through Guardsman. I had a problem with the recliner and tried for two months to get Guardsman to resolve it. I made one call to Ashleys' toll free number. I explained my situation to the lady (I cannot remember her name, but I am sure Ashleys can track it down). She felt that Guardsman had not met their obligation to me and as a courtesy (with her supervisor's approval) had someone come out at Ashleys expense and install the necessary part. I had been trying for weeks to get someone from Guardsman to install it (after spending week to get them to agree I was authorized to receive it). The time from my call to Ashleys until my recliner was fixed was 8 days. The only reason it was that long is I was out of town for several days and could not be here for the repairman until today. I still encourage Ashleys to break ties with Guardsman. The Revdex.com "B" rating Guardsman gets is generous. Thanks for helping me out!

Review: This complaint is about the following product:

https://www.ashleyfurniturehomestore.com/p/greensburg-king-panel-bed/apk-b671-kp...⇄ />
I recently purchased a Cal King Bedroom set from Ashley's furniture during their "Close-Out" sale here @ Chula Vista, CA on Jan. 31, 2015. The bedroom set was set to be delivered on Feb. 06, 2016. After the furniture was delivered, we did notice that the bed was sagging on the left side of the bed. In addition, the mattress did not fit the bed frame even though we gave the salesman the exact measurements of our mattress, prior to the purchase at the Ashley showroom. The 3rd party delivery guys never allowed us enough time to assess the whole bedroom set onto our liking. It felt like the delivery guys were in the rush to finish the job and not take care of their customers, after all they are only contractors who were told to deliver the furniture.

The following day, we decided to call Ashley about our dilemma and was promised that a "technician" will be provided to come see us during the weekend (Feb. 20, 2016). They gave us an estimated time of arrival which was around 10am-1pm PST. This caused me to miss work due to the scheduling. I wanted to fix this issue right away due to the back problems I've been having because the bed would sag down. To make it short, the technician never showed up nor I received any phone calls about a cancellation. That made me furious because I did not want to miss work during that day.

So we called Ashley's customer service back to reschedule for the technician to come out on March 5, 2016. Same promises we received from customer service that a "technician" will be sent out to look at the furniture around the same time frame. I then confirmed that the technician will show up because of my work schedule. I will have to miss work again in order to be home. The technician failed to show up that day and again I DID NOT receive one phone call or email from Ashley's about any cancellations. And again, I missed another full work day due to this.

At this point, we do not want to deal with a company that DO NOT care about their customers. Having back problems for roughly 2 weeks now that it is affecting my work performance in my workplace. I am also having a hard time sleeping with the bed sagging so low from the bed frame. I have already scheduled to see a chiropractor for the time being and I refuse to sleep on this bed until this is fixed by Ashley's. I am highly disappointed at your customer service and lack of communication with your customers. I want this resolved as soon as possible !Desired Settlement: Fix the sagging issue on the mattress or issue a FULL refund

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of the account, we found that on 2/29/16, Ms. [redacted] had contacted our Customer Care Department to discuss the issue she was having with her mattress hanging over the footboard. An agent scheduled a technician with Ms. [redacted] for 3/5/16. The appointment has been rescheduled to 3/19/16 however we have attempted to reach out to Ms. [redacted] to obtain some further needed information. We invite Ms. Agoncilla to contact our Customer Care Department at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate office KC

Consumer

Response:

Ashley's want to schedule another appointment for technician. I had already missed 2 days of work for those days that they scheduled prior but did not show up. I just want to get my money back because we are not satisfied with their furniture and the defect. I already lost a lot of money by missing work, my back is hurting and I am already stress out over this purchase. Now I have to miss another work day because another technician is scheduled to see the furniture. Their furniture is not cheap, and this is what I get. I received a call yesterday saying that the 1 time that the technician was schedule was not in their system. The 2nd time that the technician did not show up, they said that they have my wrong address which is not true. I just want my money back.

Business

Response:

Thank you for the update regarding [redacted]’s situation. We have reached out to Ms. [redacted] regarding her situation. We have offered Ms. [redacted] a refund of her delivery fee plus a discount on her bed set. Ms. [redacted] had advised she needed to speak with her boyfriend regarding this offer and that she would contact the store back with her answer. This offer was made to Ms. [redacted] on 3/11/16, as of 3/12/16 she had not contacted the store back. The offer still stands, refund of delivery fee plus 20% discount on bed set or a technician appointment. We currently have a technician scheduled for 3/19/16 to determine what size bed rails are needed for the bed frame. We can then do an exchange of the bed rails if needed so her mattress will fit correctly. We invite Ms. [redacted] to contact Ashley Furniture Industries, Inc. customer care line at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate office KC

Consumer

Response:

Ashley furniture takes your money and upon delivery of your order tell you that the items are back ordered with no future date of possible delivery. In addition, furniture is delivered damage and poorly constructed and both the store and the customer service employees are unable to help. This company has bad business ethics, poor customer service and dismal product quality.

Review: I bought a leather sectional from Ashley Furniture almost four years ago and it has already started peeling and cracking. I also purchased the Guardsman 5 year protection plan. Guardsman also denied my claim and refused to make repairs. The location I purchased the furniture from is no longer in business..Desired Settlement: Ashley Furniture should replace or refund me my cost for the sectional since they guaranteed this was real leather and real leather does not peel.

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 this complaint, Ashley Furniture Industries has made several attempts to reach this customer to further discuss the situation. We have been unsuccessful in speaking with the customer. In an effort to move forward with this claim we ask that the customer please return our call at ###-###-#### Ext. [redacted].

Review: This is my first time trying to buy something from Ashley Furniture. I went to local Ashley furniture in Wisconsin [redacted]. When I arrived the sales person told me that they have a special going on 20% which ends today meaning (11/02/2015 ) So I applied for the special financing and got approved. As I finalized my furniture ( worth over $3500) he said this 20 % does not apply to this purchase . I was very upset but I bought it anyway because I had already spent more than 2 hours picking the furniture. As he was starting to place my order he told me that certain item ( Dresser mirror) is back ordered and will not be available till 21 of November and also I would have to pick it up personally , I also agreed to this.

Then I got a call 4 days later saying that the mirror is delayed further so I called the store , first of all the person over the phone was very rude and when I asked her for compensation she transferred me to her manager and the manager refused to compensate and when I asked her to cancel my order , she hung up on me.

After spending over $3500 I was expecting a better customer service but I guess Ashley does not care about their customers. This is a very bad reputation on Ashley furniture and I will post the behavior of rude customer service all over social media so that people would be aware of this.Desired Settlement: I want them to compensate me for this rude behavior and inconvenience and deliver my order.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

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

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

so a resolution can be reached in a timely manner.The customer's delivery has an estimated date of delivery as 11/28/15. I also show the customer was sent $100 in gift cards due to the back ordered items/delay in delivery. Regards,Ashley Furniture Homestore – Corporate Office**

Business

Response:

Good afternoon - Customer has accepted delivery of items on 11/15/2015. Gift cards were sent on 11/16/15. Regards,Ashley Furniture Homestores - Corporate Office**

Consumer

Response:

Review: I purchased furniture from Ashley Furniture in 2013 and have had many things go wrong with my furniture due to bad craftsmanship of the furniture. When I contact Ashley in regards to my problems I get the run around. I'm always told a manager is not in anmd they will contact, which never happens then I have to keep calling back in order to try and resolve my issues. My purchase is 2 yrs old and there's a list of things that have gone bad due to poor product.Desired Settlement: I would like the business to replace my furniture. It was of very poor quality and should not be falling apart after 2 yrs.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We

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

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

so a resolution can be reached in a timely manner.I have left a message for the customer to return call to further discuss furniture. I have also requested the customer send in photos of the damages being reported. Please have the customer send photos to ###-###-#### or [redacted] and please have the customer put in subject line SR722842.Regards,Ashley Furniture Homestore – Corporate Office

Business

Response:

Hello -We have reviewed the customer's photos and Guardsman claims for both the sofa and loveseat. Guardsman is assisting the customer with an exchange of the loveseat. After reviewing the photos of the sofa there is nothing Ashley Furniture will do to assist the customer. The customer is well outside the one year manufacturing warranty and the photos clearly show customer use. The furniture is still available so the customer would be able to go into their local homestore and purchase the seat casings and legs for the sofa that are needed. Regards,Ashley Furniture Homestore – Corporate Office

Consumer

Response:

Of course my furniture shows signs of use, it's a household not a museum. All of my cushions have been ruined from the metal defect on my love seat due to cushion rotation and my cushion covers have been replaced once already and now multiple of them have holes in them again. It's the fabric not us. Also how was a spring able to tear through the bottom?

Having trouble getting my refund check from the place. Told me it takes up to 10 days to receive it. It has been 15 days. I purchased a [redacted] Item number UXXXXXXX on Jan. 21 2016 which was supposed to be delivered on Feb.16 2016 which they kept changing the delivery date on us. Everytime we called we would get an different answer so on Feb. 19 2016 I went in and requested a refund back. [redacted] told me it would be 10 days before I would receive my check. So I went to the store March 4 and they told me they had to check to see if it was sent to the right address. My wife called Monday March 7 2016 and they told her to give it till March 9 2016 so we still have not received the check.I called the store today and now they are telling me it takes time. I want someone to resolve this issue. Because Ashley Furniture Store IN [redacted] gives you the run around. They have no trouble taking your money but you can`t get it back nor your merchandise on time!!!Desired SettlementAll I want is my money back. They had no trouble accepting my check and cashing itBusiness Response Thank you for contacting Ashley Furniture and making us aware of Mr. [redacted]'s situation. We are extremely sorry for all the troubles, and we do see the refund check was processed and mailed to Mr. [redacted].Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I received my refund.