Ashley Furniture Homestore

Review: Hello,

I purchased a dining table from Ashley Furniture for delivery in late September of 2013 (purchase location was [redacted]). After receiving the furniture I noticed several issues with scratches and some portions of dull finish. Within 48 hours of taking delivery, I called Ashely Customer Service and arranged a technician to come out to make the repairs. It was around two weeks before the technician was able to come out. In making the repairs, however, the technician ruined our table top. The portion of the table which had a very dull finish (he called it an undercoat issue) is not very tacky, cloudily and even more dull after his repair.

Since around a week after his visit to our home I have been calling customer care trying to the matter resolved. Ashley support sends me to the store (claiming it was their technician which doesn't make sense since I never called the store or even mentioned it when scheduling the service). The store tells me I need to make a warranty claim. Why make a warranty claim? Ashely ruined the table! Now it seems they will not take accountability for it either. I just want the table fixed or replaced. It has been almost 3 months and no one has been willing to help.Desired Settlement: I just want the table fixed or replaced.

Business

Response:

Review: My AF Niles sales rep [redacted] was very knowledgeable and helpful which is why I decided to purchase on 5/20. Unfortunately, during the delivery 5/27, the delivery crew damaged the furniture, so I sent it back. I received the same damaged furniture on the 2nd delivery 6/9 and declined it again. I scheduled a 3rd delivery for 6/12 and received a call from AF saying they couldn't make it on 6/12 however, I could choose a date between 6/13 & 6/19. I informed the person this was a huge inconvenience & was reassured a mgr. would give me a call which never happened. Therefore, on 6/10, I went into the store to speak with the Mgr. [redacted] who appeared to be annoyed & didn’t have time to deal with the situation. He handed me off to a CS Rep working the register and said he “would take care of me.” The CS rep was apologetic and said they could reschedule for any date after 6/12. At that point I declined and requested a full refund. The CS Rep refund everything except the $199 delivery charge and said I was still responsible for that. I don’t believe I should be held responsible to pay a delivery charge for furniture I did not receive to no fault of my own. –Desired Settlement: I want the delivery charges removed as well.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer's situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. The store has processed a refund of the delivery fee (#114122500).Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

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

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

Regards,

Review: I ordered a bedoom set from this company to be delivered April [redacted]. However during the delivery the two workers encountered some difficulty maneuvering the furniture piece up the stairs. I attempted to help with suggestions since earlier that day I moved my son's bedroom set up the stairs myself with my roommates. The workers began speaking to each other in spanish not knowing that I could understand what they were saying. They proceeded to complain about me to each other . They gave up with delivering my furniture and loaded it back on the truck to bring back to the store. They said I will receive a call in a few hours to see how I could proceed with my delivery but I never did.Desired Settlement: I want my purchased furniture delivered to my home in a timely manner. I would also appreciate it if the workers would not insult my intelligence and disrespect me in my own home by talking down about me.

Review: Purchase a sleeper with a love seat and when was delivered it wasn't the one that was shown at the furniture store. Different material and very poorly finished especially the sleeper. The love seat had still a trim on the cushion that wasn't done too. Delivery was charged 129.00 dollars. Everything was returned twice thinking maybe I would have a better sleeper, it wasn't the case. They let waste days to acomodete them on the picking up and delivery and disappointed because I really needed that sleeper for my children to sleep in it, they were coming for Thanksgiving holiday and I was depending on that furniture. They had to sleep on sleeping bag. At this point I don't know why they refund the coaches money but not the delivery. I have no coaches and they put me through a lot of stress and aggrevation I am demanding my delivery money back. They were showing the best manners at the store but when spoke on the phone they were not nearly accomodating me with my needs. Thank you for your help. **Desired Settlement: My wife and I are on Social Security and are very frugal how we spend our money please have this money refunded to us and we will be very grateful. Thank you in advance

Consumer

Response:

At this time, I have not been contacted by Ashley Furniture HomeStore regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

To Whom It May Concern:I apologize that this customer felt that we wasted precious time during the Thanksgiving holiday season. Our company tries to ensure that all of our customers are happy with their purchases so we have a dispatch team that surveys customers upon delivery. All of our customers have the opportunity to refuse the product up to the time the delivery team leaves the customer's home. In fact we ask key questions to ensure that the delivery experience and the product meets customers expectations. In this instance, the customer accepted the product and contacted us at a later date. At this point, we have refunded the customer and send apologies for any inconvenience.Thank you, [redacted]

Business

Response:

To Whom It May Concern:As previously stated, Ashley Furniture HomeStores apologizes for any inconvience to [redacted]. At this point, we have already refuned the cost of the product back to [redacted] and consider this issue resolved.Thank you, [redacted]###-###-#### Ext. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I mentioned at the beginning we are on a SS both retired and leaving in a very high bracket tax we are very careful how we spent our money we would greatly appreciate to have our 129.00 refunded so we could put in great use on our very burden leaving. Thank you for your consideration and apprciative of your understanding of our situation. The [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: recetlt purchased an entertainment center for aprox 450. It was delivered today. First it was delivered to the wrong address (daughters house next door) and unfortunatly after the delivery people left we discovered the leg was completely broken - not just the leg but the whole area that the leg attaches too. After contacting ashley the opionion is well you accepted deleivery too bad. This is totally unacceptable - The unit hasnt be used, hasnl;t been moved and it has a leg broke off - a new leg will not remedy the situation. again I got basically too bad - its yours nowDesired Settlement: reguest that this is picked up asap and new, non broken one delivered

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They eventually did provide a new unit - however it took DAILY phone calls and was far from cooperative - we opened this complaint and also a complaint with the parent company and still was not easy to get a replacement. When new one was finally delivered delivery people was rude and said they had to pay for the damaged one out of their own pocket. No attempt was made to offer anything for the aggravation and time spent on phone arguing with them. I also do not believe that this gives them a good standing with the Revdex.com even though was replaced, it was far from easy.

respectfully

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by ashley furniture homestore regarding complaint ID [redacted].

Sincerely,

Business

Response:

The business has responded. Please read below:

On complaint #[redacted], I have responded to this complaint in the past. Prior to this complaint being filed, we actually exchanged this tv stand.

Review: On November **,2013 I purchased a dbl reclining love seat with consul item #[redacted] from Ashley furniture in [redacted]. This is the 3-4 piece of furniture I have purchased from them in the past 5 years. The reason for my purchase was I needed a power recliner due to an accident and I am handicap and could not push down my manual recliner with my legs. After owning this recliner for 5 months the portion where your feet lay was mangled ( the metal bent down). The padding in the cushions wore out underneath where it is difficult to even sit comfortably and the rear portion where your back is slopes every time you sit down. Due to my dis-satisfaction I called customer care at ###-###-####. They made arrangements to send a tech out to inspect the furniture. His report verified everything I mentioned. When they called me back a few days later I was told it was due to how I handled the furniture and not a manufacturer defect. After speaking to several customer care representative I asked to speak to a [redacted] and spoke to [redacted] (badge # **) and was told that he would send me parts and I would have to pay for it to be repaired. After 5 months I do not believe that I should be responsible for any expenses. I do not believe that owning this furniture for such a short period of time that it could be in this poor condition due to normal use. When trying to come to a compromise with [redacted] I asked to send another tech for a second opinion he told me there was no one else qualified and would not send anyone else.

Consumer

Response:

At this time, I have been contacted directly by Ashley Furniture HomeStore regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

They are sending someone elese to look at the furniture to make a determination.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern:

The product is covered under a manufacture warranty only. In this particular case, the customer had some damage that was customer caused. We sent out a technician who did repair the customer caused damage on June [redacted], 2014 and now this issue is resolved.

Thank you,

Review: My husband and I made a purchase on 2/07/15 at the [redacted] store. On 2/11/15 my husband and I returned to the store to cancel the order due to unexpected issues. At that time we were approached by the store manager and offered an equal payment schedule with no interest for 48 months to assist us with a lower payment. After having a very difficult time with delivery and quality of products, we received our first payment schedule in April. Upon reviewing the bill it was noted that the payment was not as agreed and we contacted the bank for clarification. The bank stated that there was nothing they could do and that we needed to contact the store directly. Upon contacting the store and speaking with an associate on 4/10/15 we were informed that my husband would have to return to the store to resign paperwork as it had not been submitted correctly for unknown reasons. No proper explanation given. For the month of May we again received the bill and was still not correct, however we gave the benefit of the doubt thinking that perhaps a billing cycle needed to pass. In June, we received the bill again with the same issue. I contacted the store on 6/2/15 and left a message for the associate that had helped us in April but never received a call back. On 6/8/15 I called the store again wanting to speak to someone that could help me and was told to leave my contact information so that the store manager could call me back. Store manager contacted me at 1:30 p.m. that Monday afternoon and assured me he would call me back once he looked into the problem. As of 6/12/15 no call back received. Called store 6/12/15 and asked for store manager, was told he is not working today. It is frustrating beyond words to be back and forth with a company that is quick to sell you a product and lacks the courtesy and customer respect that we deserve as a consumer. This was our first and last time we would ever shop at this store.Desired Settlement: My husband and I would like to kindly ask that our total balance be placed under the terms we were offered. 48 months equal payments no interest to help lower our payment. This is the main reason we were offered these terms. No interest with a lower payment. As of right now we have a higher balance that is revolving around deferred interest and another small balance that is equal payment no interest. We are not sure why.

Business

Response:

Date: 6/15/15

Review: I made a large purchase from Ashley on 6/22/2013. Furniture, bedroom sets, mattresses…. I also purchased several extended warranties. The ones that I am referring to in this complaint are for "mattress protection plans." One for a queen mattress which cost $119 and one for a twin which was $99. Let me give some background. Part of my purchase was 14 piece queen bedroom set and a 14 piece twin bedroom set. The salesman also recommended upgrading the mattresses to memory foam for an additional charge. Which I did. Then he recommended getting the mattress protection plans to cover the new mattresses. He made it sound great. "Better safe than sorry."

After the mattress was delivered I started having trouble with the queen mattress. Each morning that I woke up I was having bad back pain. This continued and got worse as time went on. I never adjusted to it. I needed to get a replacement. I saw on the back of the receipt that there is no returns on mattress. While I understood, I am disappointed that a company does not stand behind the products they sell. So I ended up giving away the mattress. I called Ashley to see about getting a refund on the mattress protection plan, since I no longer had the mattress. I was told that there are no refunds on items once they leave the store. I repeated that I only wanted a refund for the mattress warranty. I was told that the mattress pads I received were the warranty and they left the store. That was not what was described by the salesman whatsoever. I could have bought a mattress pad for a fraction of the price. I was lead to believe I was buying protection.

The salesman was misleading about the coverage on the mattress. The other warranty I purchased ([redacted] protection) is also not as grand as he described either. Though I understand that is another issue not related to this complaint. Only mention it out of frustration. There should be truthful and accurate information given when purchasing. Not given speeches about how wonderful the protection plans are by the sales staff and then learning they are not as described. I purchased about $6,000 in furniture that weekend. Happy with most of the furniture except the memory foam. Was impressed by the selection in store as well as competitive price. However, the issue regarding extended warranties is troublesome. Would like to continue to have business in the future.Desired Settlement: I would like a refund for the mattress pads (protection plans) $119 and $99. I already paid for a mattress I can't sleep on. Though I believe the pads being described solely as "extended warranties" was misleading.

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 would like to offer $150 in gift cards to the customer as I

am unable to refund the mattress protection plans due to a no return policy

regarding mattress/mattress protectors.

Sincerely,

Ashley Furniture Homestore – Corporate Office

Business

Response:

Good Afternoon -

Per the [redacted] they will honor his gift cards at the [redacted] Homestore with no exceptions.

Thanks,

Ashley Furniture Homestore - Corporate Office

Consumer

Response:

On Sat, Mar 22, 2014 at 1:05 PM, [redacted] wrote:

I received the gift cards from Ashley in the mail today. As a result, I would like to close the complaint. Thanks again for your time and help in this matter.

Review: I purchased 3 full sofa's from Ashley end of 2007- early 2008. About a year later I noticed the set was starting to fall apart and it was very uncomfortable. Every year I have called Ashley and told them that it is painful for my elderly wife and I to sit on here. My wife now has sciatica and bulging discs because of these sofas. WE HAVE HAD TO PUT BARE WOOD UNDER THE SOFA CUSHIONS SO PEOPLE CAN SIT ON IT. I wish I would have known my money would have gone to complete waste. Its not like this was purchased from the dollar store!! I filed a complaint the last 4 years, every year and no one has gotten back to me. We are both out of work and cant afford a new set. We have given Ashleys a tremendous amount of business between us and family and friends. They have only showed us, they care about the next sale and not about their customers. This is considered elderly abuse to me. Never ever again will I buy from them.Desired Settlement: To give us a set, equivalent to what we paid for- so that we have a comfortable place to sit. We can no longer tolerate the pain of sitting on these sofas. Please REPLACE ASAP!!!

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 situation, we do apologize but we will not be able to fulfill

the customer’s desired resolution that he is requesting. The customer purchased

these items back in 2007, and per his warranty booklet that he received at time

of sale, it clearly states the manufacturer’s warranty is only for 1 year. As a

courtesy we sent out a trained technician on 3/12/11 to inspect the furniture.

The technician reported that everything was up to manufacturing specifications.

We would like to assist the customer with his situation by offering a discount

on a new purchase of his choosing. He may take advantage of this offer by

visiting the local retail location to where he made his original purchase. Regards, Ashley

Furniture Industries, Inc.Corporate

Office**

Business

Response:

Thank you for the update from Mr. [redacted]. As we previously

advised Mr. [redacted] had a one year manufacture warranty which expired

12/2/2008. As a courtesy to our dedicated customer we did inspect the furniture

on 03/12/2011. The furniture was identified as meeting all specifications. All

seat cushions will in time often soften with normal wear and tear. This is not

considered a loss of resiliency or material manufacture defect.As Mr. [redacted] is a valued customer, our retail location

presented him with a discount offer of 50 percent towards a new purchase. He

has declined this offered seeking an additional 25 percent. We feel that our

offer has made good faith effort to assist Mr. [redacted]. At this time the offer

of 50 percent still stands, and we invite him to contact the retail location

should he change his mind.Regards,Ashley Furniture Industries, Inc.Corporate Office**

Consumer

Response:

Sales: The sales rep was kind and patient. Absolutely great. Delivery: The reason for the 0/10. Was supposed to be shipped on a Saturday and they sent the wrong item. No biggie, they tell me they will ship it the following Monday. Monday rolls around and I get a call instructing me that there was another mix-up and they will deliver Wednesday. Called back to complain, wrote a letter to corporate, and the only thing I got was, "I'm sorry". No waived delivery fee, no trying to get it to me sooner, no discount, just "I'm sorry". I will never shop here again, and I will be making sure that all my friends and family never darken its doorways either. Extremely dissatisfied.

Review: delivered and damaged desk said they were going to replace it and sent back the same damaged desk (used a marker to try to fix it)

Product_Or_Service: credenza

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

would like the desk replaced and refunded for the delivery charge and refunded for half the cost of the desk

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. A refund has been completed on 1/7/14 for resolution. I have spoken with the customer and verified situation has been resolved on 1/22/14. Sincerely, Ashley Furniture Homestore – Corporate Office.

Review: We purchased a dining room set, bedroom set and an entertainment center along with 2 sets of lamps from the [redacted] Ashley’s, this was after a horrible experience at the [redacted] location in which the [redacted] store said they were going to make up for. Everything came on time except our 1 set of lamps which was told to us they would arrive on the 11th at the very latest and that they would most likely be there before the furniture or soon thereafter, when we called to check on the status it was told to us that they would not arrive until the 26th. We decided that was too long to wait for a lamp so we asked them to cancel that part of the order, they were reluctant to cancel due to it possibly already in route which I understood but they did. When we asked for them to refund the purchase price they informed us we would need to come in person to talk to the store manager about a refund. We asked many times for our sales associate or any sales associate to call us to discuss but never had a call back. We live over an hour away and value our time since I work a full time job go to school and commute to work and the last thing I want to do is to drive an hour to "discuss" our refund. The store in [redacted] cancelled and refunded over the phone thousands of dollars but the [redacted] store won't do it for 149 or whatever they were... It's the same company with some inconsistency.Desired Settlement: I want my refund, I don't want to drive an hour to discuss... Just give me my money back for the merchandise I didn't get...

Business

Response:

Review: We bought a sofa from Ashley in January of 2015. It has repeatedly had issues with bubbling. I have spent hours on the phone, had parts sent to me, and repairmen out to repair our sofa. Finally a section of the sofa was replaced. This has happened three times in one year! The sofa has had other issues with other parts which finally were replaced. But now it has happened again and we are not willing to live with a sofa that has to have replacement parts at minimum three times per year. The sofa also does not stay together. It is poor quality and faulty workmanship three times over. The product is poor quality. Now the warrantee is in question but they have dragged their feet in replacing the sofa. In this latest case of bubbling it has taken over a month and we are still waiting for the manager to call!Desired Settlement: We would like a refund on the entire sofa. It is a faulty product and requires too much replacement parts.

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 have reviewed Ms. [redacted] claim and have found that she has a 6 piece sectional but only 2 of the items are having issues. We have sent multiple parts out for the 2 items but nothing for the other 4 items. All of the items are outside of the one year manufacturing warranty. Ashley Furniture Industries, Inc. return/refund policy is “we do not do refunds or returns”. At this time we can offer an even exchange of the 2 items that are having the problems. We invite Ms. [redacted] to contact our customer service number at ###-###-#### to get the exchange set up. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Consumer

Response:

Review: I purchased a sofa on Friday, April 22, 2016. The sales person was [redacted]. I was searching for a white sofa. We found one in the store and I explained to her that I loved the sofa; however I was concerned about the color once it was in my home because everyone's home has different lighting which reflects off the furniture. She said she understood and I told her that I am a color consultant and wouldn't gurantee anything to my customers unless we were in their own home and the room they were painting. She agreed that lighting was important and the store lighting certainly wasn't the same as my home. The sofa was delivered on Monday, April 25. The delivery men were in such a great hurry as if their pants were on fire, they hardly spoke English. I commented that I wasn't sure if the sofa looked good, that it had a purple-ish color cast. Of course they didn't care and I waited until the next day to see how the lighting looked in the evening. It looked worse. I called Ashley to ask for the sofa to be picked up. I spoke to Jenny the office manager who told me there were no refund policies. Honestly, I was shocked; I've never heard of that. I then spoke to customer care who told me the manager of the Lake Zurich store would call me. No call. I then called the sales person, [redacted]. I told her that not once did she mention to me there were to be no refunds. I also reminded her of our conversation of the concerns I had with what the sofa color would look like it my home. She could have cared less, but it's true; not once did she say I should be very sure of my purchase because there are no refunds. I asked for her manager; she wouldn't tell me his name at first until I repeated over and over that I wanted his name. She told me his name is [redacted]. She said she would have him call. No call. I wrote to the Customer Care department, no response. I need help here. I spent $605.00 on a sofa that I haven't even sat on. The on-line policy states:

"In-Home Delivery Items

You have 72 hours after a In-Home Delivery to report that an item is delivered damaged, defective or if you are unhappy with it in any way. Simply call the phone number on your email confirmation and we will work with you to repair, replace or pick up the item for a return. In-Home Delivery items where a manufacturing defect is discovered after the 72 hour return period may be covered by the manufacturer’s warranty, if any; please contact the customer service number listed in your order confirmation email for assistance.

Return Requirements.

In order to receive the full amount of the refund described in this Return Policy, all item(s) must be: (1) in new/unused condition and (2) returned with all accessories and parts and securely packed in all original packaging (unless the packing was removed as a part of the In-Home Delivery, in which case please re-pack in a manner to prevent damage during return shipping). Clearance Items are final sale items and cannot be returned unless they are delivered damaged."

I called within 10 hours of my delivery, first to the store, then customer care, then the sales person. I haven't received any courtesy of any call, anything at all. I really need help. Please respondDesired Settlement: I want the sofa picked up and I want a refund.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer's situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.The store has been in contact with the customer and they have scheduled pick up of the item on Monday, May 16th.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I wanted to respond to the complaint I sent to Revdex.com on April 29, 2016, complaint ID 11421008 regarding Ashley Furniture Corporate, Wisconsin

Review: I went to the store on March 15th and saw a sectional that I liked. I told the seller that I would buy the sectional if they had sofas that matched it (same material, and same color) because I wanted my family room and my living room to match. As they did not have them on store, the salesman checked in their system and said that they had them and showed me a picture; the design and color of the sofa really looked as the sectional, so we made the deal and I bought them.

The furniture was delivered on April 7th; when the delivery employees entered with the sofas, I noticed that they were different than the sectional; they were of different material and similar color but with an “old look”. The design is very similar, but I don't like the "old look", so I asked the delivery employees if I had to refuse them or what was the procedure in that case. They said that it was not necessary to refuse because I only had to go to the store to ask for a replacement and that the store was going to send the others and take the ones in my house. That same day I went to the store and explained them what had happened. The person who helped me first (I do not know her name) was very comprehensive; I told her what the delivery employees advised me to do. She checked in their system and said that there were no sofas to match the sectional, but that I could take a look in the store and they were going to replace them. I told her that it changed my planes, but that I would accept, so I started looking for other sofas. When I chose a different color, I went back to customer service, but the person who was helping me was no longer there. The other employees told me that she was in the office and that she was busy. I waited, but when it was taking too long, I asked if I could talk to the manager.

When I met the manager, he was totally different and said that he could not take the sofas back, that I should have ignored the delivery employees. I told him that I trusted them because they are employees of the same company. He did not accept any responsibility from the employees and said that it was all my fault for not making sure that the sofas were not the same as the sectional. Again, I told him that I trusted the seller. I told him that in the picture the sofas look very similar and the “old look” cannot be seen. He said that I should sell them on Craigslist, go back with the money and he would give me a good deal. I took that as if he was making fun of me, so I asked him for his name because I was going to file a complaint. He gave me his business card that has the name [redacted] on it. I asked him if he was [redacted] and he replied, “Yes” as if he did not care what I was going to do. I find his attitude towards me rude and offensive.

I called customer care on 4-10-2015 at 4:00pm (my local time); I had to wait for about 30 minutes until a person who said her name is [redacted] (refused to give me her last name; she said they don’t give the last name and that she is the only [redacted]) answered. She said that she could not do anything because she was in warranty issues and that I had to go to the store and that the only person to take a decision was the store manager. I told her that I could not go to the store manager again, that I needed to contact somebody above him. She said that the last person to contact is the store manager.

Since calling customer care DID NOT help me at all, I filed a complaint in the company's webpage that same day. I received an email the following day from [redacted] K ([email protected]). The mail contained "Incident ID # 37562" and the following text: "

Dear [redacted],

Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI.

The HomeStore in San Marcos, CA is an independently owned HomeStore. As such, the owners of the

San Marcos, CA HomeStore develop and implement policies and procedures regarding customer care, purchases, deliveries and warranty claims.

On your behalf, we will forward your concerns to the Head of Customer Care for the San Marcos, CA HomeStore for further review.

Sincerely,

Ashley Internet Communications".

I thought it was only matter of time to solve my issue, but I never was contacted, so I replied to that mail on April 25th. I think I have waited long enough for an answer from them.Desired Settlement: The company should give me what I paid for: sofas that match the sectional. If they do not have such sofas, then sofas that I choose as an alternative or my money back, but without any fees as it was not my fault. It was the salesman who sold me the sectional and sofas telling me that they were the same model, then the delivery employees told me that I did not have to refuse the product, that I just had to go to the store and that they were going to replace them, and finally, the person at customer service told me they were going to replace them. The manager, however, did not honor what the other employees had told me and telling me that I should sell the sofas on Craigslist was very disrespectful and unethical.

Business

Response:

Date: 5/19/15

Review: I purchased a Simmons Comforpedic Loft Memory foam mattress in Nov 2012. I'm supposed to have a 20 year warranty on this mattress. I've had problems with this mattress sinking in the middle after less than 2 years! The firmness that the mattress had in the beginning was gone in less than a year. Now my partner and I, who are both completely average weight, sink in the middle of the bed! I've read MANY of the same complaints from other owners of this mattress. We have had to get a different mattress in our room, and/or sleep in separate beds. I called Ashley to come out and do an inspection, which I have to take off of work to be there for. About a week after the inspection is done, I receive a VM from Ashley saying that they no longer sell Simmons mattress so I have to call Simmons directly and have someone from their company come out and do the inspection. Which also requires another day off of work! After speaking with Ashley, they tell me that the inspection report that they're people did, showed a 3/4 inch impression. Simmons tells me that typically they can use their report, but then after seeing the Ashley review (and probably seeing that it met warranty requirements), they decide that there isn't enough information and they'll still have to come out. Coincidentally, they only show 1/8 inch impression! So they won't do anything about my mattress. And Ashley takes ZERO responsibility for this because they've stopped selling their products! I'm screwed regardless of which company I speak to. Neither one will take responsibility for this bad mattress. I spend almost $2000 on this mattress that I cannot use. Not to mention, I can't even sell it to someone because they will not allow the warranty to be transferred! I have all proper documentation/tags/etc.Desired Settlement: Preferably a refund, but will accept replacement mattress or credit towards a new one

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 we have found that their mattress meets Simmons manufacturing specifications. Per Simmons warranty guidelines the mattress would need to have more than 1 1/2" depressions and anything less than that would be classified as normal body impressions. In the future the customer would need to work directly with Simmons as Ashley Furniture is no longer a carrier for their warranty.

Regards,

Ashley Furniture Homestore – Corporate Office

Business

Response:

Good Afternoon -

After further review of this consumer's situation we have offered

"in store" credit for the mattress and foundation. I have left

a message with the consumer all the information she will need to take to the

Broadview store location to make her new selection.

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.

Review: on 10/31/13 I went into Ashley Furniture to look for a bedroom set, ended up purchasing a set for close to 4,000. The sales person, never once mention when deciding to

buy the bedroom set that their was a no return policy under no circumstances. I found out on the back of the contract in tiny print their is no returns. She was busy

rushing to get the sale. I thought I was receiving quality furniture. I also purchased a mattress with the bedroom set. Upon delivering of my furniture it was on my receipt

to pick up my mattress. When the delivery people arrive, they did not have the same information on there receipt, so this in term ended being in argument

for them to take the mattress. So I contacted the store sale person to discuss why their a problem. Eventually after aurguing about it, they ended up taking

the mattress, rushing out, not giving me time to inspect my furniture. After they left, I notice on one of the dresser the draw would not close all the way.

You can cleary see it was a manufacturing defect. Had I been given the opportunity to inspect my furniture I would have not accepted the dresser and sent

it back. Now I am been told by custermer service I have to wait on a technician to come out and see if he can fix the problem. This is a brand new dresser.

I feel I should received a new dresser and not a broken dresser and wait on someone to fix it.

The tech came out on 11/15/13 and stated he can see that it a bad bar and it is a manfacturing defect. So with this being said I contacted Ashley Furniture

on 11/15/13 and spoke with a Manager [redacted] who inform she can't do nothing until she gets the paperwork from the tech. She also informed

I cannot get a new dresser that I have to let him fix on it. I feel this is not fare nad misrpresentation of there furniture. I should be given a new dresser

as I purchased a brand new dresser not a use or defected dresser. This policy suck and the sale person should have told me this and have signs

around the store that state no return on furniture regardless of the condition. I would not recommend anybody ever bugying furniture from this

store as you do not know what you getting, It is not true to its name and the Ashley Furniture should held up to there bargain on there furniture.

I worked hard to save money to purchase this bedroom set and to get a dresser that cleary is a manufacturing defect, should be replace with a new

dresser. I am not pleased with all of the frustation am being put through to have to get the dresser replace. I been told someone has to come out

and try and fix on it, which is not acceptable. I feel this has not been resolved to my liking

Business

Response:

I have been a customer for many years. The first experience when I bought an entire living room set from them I had problems with the recliner. It took me calling their home office to resolve the issue that I had. I attempted to give another chance to them on buying another sectional and again I have had problems. They did not provide the right set up that we spoke of and brought the wrong furniture. I had specifically requested a certain set up which was not delivered. Also when it was delivered there were screws missing to set it up, thankfully the installer had extra screws to be able to place the legs on. I'm very disappointed and will never shop there again,nor will I recommend them to anyone else.

Review: I purchased a dining set from Ashley on Nov 2011. I also purchased separate 5 yr warranties on wood and fabric since I was told that it will cover "everything" during 5 yrs by the sales manager. I was not provided with any special terms and conditions.

Initial delivery was done around Dec 2011. There were cracks on the table and some of chairs do not have a good seat support. So I refused take the part of the delivery. After a couple of more deliveries, I received a table, but I was not able to get the last 2 side chairs with a good seat support. Apparently seat support was made differently compared to what we already accepted. Finally we accepted some chairs although they didn't have proper seat support since we purchased 5 yr warranty and we were tired of waiting for the last 2 chairs. The seat support on those two chairs are getting worse and worse and we decided to claim the warranty service together with some scratch fix on the table top.

Recently we contacted Ashley for warranty service, they directed us to 3rd party warranty service company (Guardsman). I submitted all my claims there via online and mail and finally they told me that I do not have any warranty with them. So I contacted Ashley again. They told me I don't have any warranty. So I told them I have all the receipt showing the purchase of warranty. Finally they directed me to some other extension. Then, they told me none of our claims are covered by their warranty. I wonder they even have any warranty with them. I complained that this is different from what I was told and I was not provided any terms and conditions with the purchase of warranty. They told me they will ask their store manager to contact me. No one has contacted me of course so far.Desired Settlement: They need to repair chairs and fix table scratches

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 Mr. [redacted]’s complaint, we have reviewed his purchase history. He did in fact purchase a protection plan. The protection plan is not a warranty it is for accidental incidents. Mr. [redacted] purchased the wood protection plan and the fabric protection plan. There are specific guidelines/policies for the protection plan that need to be followed. When Mr. [redacted] called Ashley Furniture Industries, Inc. He reported scratches on the table top. When asked what happened he said he wasn’t sure and that the scratches had been there since the end of last year. This was on 4/26/2016. At that time he was advised that the protection plan he has covers scratches but only when they are from a single incident and that they need to be reported within 5 days of it happening. Being these had been there from the end of last year and he didn’t know what caused them the protection plan would not cover these damages. He did state to the agent he was speaking with that he was told everything would be covered. The agent then offered to send him a copy of the protection plan policy which he refused and a request was sent out to the store he purchased from to have the store manager contact him. At this time we are following the terms of the protection plan that Mr. [redacted] purchased. A copy of the terms and conditions have been sent out to Mr. [redacted].Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

Consumer

Response:

Review: OK.. Where do I start... Store [redacted] (Vic)Sales Order# [redacted]I was supposed to receive my bedroom set on 24 May 2015. The crew they sent hardly spoke English and had a hard time of following me request to wear booties for my carpet (new house) It was raining outside. So they were on the truck leaning on my furniture getting sweat all over everything... I called the [redacted] (Vic) and informed him of this. When it stopped raining, they called my wife out to tell her that the bed was damaged. They said they could not deliver the bed because they would have to pay for it. I asked them if they could just leave the bed and replace it. I suffer from a severe back injury and I need a bed. I then talked to someone from the home office and she said it was "dangerous" to leave a damaged bed in the home. I informed the young lady that there was nothing structurally wrong with the bed and specified that the damage was cosmetic in nature only. She stated that she could not authorize the bed to remain at the house. So, they went and took the stuff they delivered and left. On 26 May (two days later) They send another crew out to my house.. This crew was a lot better. But, there was only two of them and one of them was not strong enough to be lifting heavy furniture. This was evident in my walls being damaged as the were taking the dresser up the stairs in my house. I do have video of the damage before and afterwards. This time, they get all the furniture in the house to discover they have procured the wrong bed. I would have told them to take everything back, lucky for them, I did not want anymore damage done to my new home. So, I kept everything except for the bed. I talked to the [redacted] Vic and he credited me the delivery charge and the lamps and assured me he was working on this issue. Now, this is where the story gets even better... I was told the I would be receiving my bed between 2pm and 6:30 PM on 28 MAY 2015. I called and tried to get an earlier appointment and individuals were rude and obnoxious stating that I was in a specific order due to my place on the delivery route. I find it inconceivable that for a 3rd attempt at getting my furniture to me, that I would be the low man (9th out of 10 deliveries) on the totem pole. I asked once again to have my items checked because I did not want to go thought this ordeal again. Well, I knew something was not right when 6:30 PM came and went. I called the main store at 7:30 PM and they told me my order had been delivered! Then, I was literally on the phone with the store for two hours (on and off of hold) while the young lady tried to get in contact with the drivers. The store closed at 10:pm and my call was cut off at 9:37 PM. When I called back, I got the "store closed" message. I have a copy of my phone records if needed. The driver called me at 8:50 and said they would be to my house in 30 minutes. 30 minutes came and went. An hour later, I get a call stating that they were in my gated community. I told them they were mistaken and they gave me the wrong address to my house. I told them they were at the wrong residence. They then got me in contact with their supervisor, who found my community about 20 minutes later. It took another 40 minutes before they found us. We literally had to stand in the street and guide them in. They got to my house at 1111 PMBut wait... It gets better... They delivered the bed. The Headboard, Foot-board, and one of the pillars were damaged. Also, the pillar was not new, it had been repaired. I am not talking about little scratches, I am saying there was significant damage to the items! So, they called back and talked to Joe (warehouse Dispatch) and he said there was nothing he could do that time of night. I called the warehouse last night and this morning.. No one could help.. They gave me The Warehouse [redacted]s number last night (Armando) I called ArmandoDesired Settlement: DesiredSettlementID: Other (requires explanation)

We were supposed to be leaving for vacation on Monday. I have had to change plans and cancel events. This is beyond ridiculous. This is at no means my fault. I paid good money for this furniture and do not think I am asking much to have it received in pristine condition. As I requested before, I want my items in the box. I was told, every order is supposed to be checked at the warehouse before it is loaded on the truck!?? Someone obviousl

Business

Response: