Ashley Furniture Homestore

Review: My husband and I purchased a new bed less than a year ago. Since then, we have called Ashley Furniture multiple times regarding our bed. I called them back in March regarding our bed's side boards cracking. It took them until June to fix it. They kept having reasons why we it took so long. We just had it fixed 2 weeks ago and it is cracked again and come to find out it has been discontinued. I am upset that it has taken so long and that the problem happened again. When the technician came out the first time, he blamed the delivery people for putting it together wrong, but he fixed it and it still cracked. I paid extra money to have the Customer Care plan and it has done nothing.

Product_Or_Service: July 2013Desired Settlement: DesiredSettlementID: Replacement

I don't want the same bed. I want an entire different model bed in the color finish that we have the rest of the bedroom furniture. I don't want the same bed because it will keep cracking. I want a sturdier bed that want crack and doesn't make noises.

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.

After researching the customer's situation we find the customer's request to be fair. We will process a reselection credit in the amount she paid for the headboard, footboard and rails of the bed. The customer can use the in-store credit to purchase a new bed. If the new bed is more than the original bed, the customer will need to pay the difference. We will contact the Ms. [redacted] as soon as the credit has been entered into the system.

Sincerely,

Ashley Furniture Corporate Office

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I recently filed a complaint about a furniture issue and it was handled. We ordered our new bed and we thought everything was good, but it's not. I was suppose to have the bed delivered last week after 3 because I had to leave work early to be here and I was told that was fine. They showed up at 2:15. So I got deducted pay from my job for no reason. Then I rescheduled the appointment for today and was told it should be here between 2:15 and 6:00. So I left work early again and they didn't show and I had to leave to take my son to football. When I called customer service they said that the truck could have been running late. I explained to them that I had to leave because I had to take my son to football. I spent 4 hours of my day, not working, but waiting around. So now I have gone two days without getting paid from my job because Ashley Furniture said they would be here.

Review: I purchased a sofa and loveseat from this company in December 2012. I've had nothing but problems since January and have had technicians come 2x to try and repair the issue. I payed 1200 for quality furniture that should last. I also purchased the 5 yr warranty. I will file more complaints if my issue does not get resolved or seek legal advice. I want my sofa and loveseat replaced or I want a refund. This is the worst furniture store ever! Will. Never ever reccodmend!Desired Settlement: I want a refund to purchase new or I want it replaced!!!

Business

Response:

Hello,

Review: I bought a warranty for $500 and I was told that it will cover any accidental cuts or tears or burns, and the reason I bought it becouse I have kids

I was sold on this warranty by the salesperson from Ashley furniture at their Mokena location that becouse I have kids I have to purchase this protection plan that will cover all acidental demage and then he pointed at my kids and said that he had kids as well and this plan will be worthed. now when it came time to use it they refuse to cover abything. * Loveseat - Chip-Wood - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

* Loveseat - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

* Sofa/Couch - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.Desired Settlement: I bought a warranty for $500 and I was told that it will cover any accidental cuts or tears or burns, and the reason I bought it becouse I have kids

I was sold on this warranty by the salesperson from Ashley furniture at their Mokena location that becouse I have kids I have to purchase this protection plan that will cover all acidental demage and then he pointed at my kids and said that he had kids as well and this plan will be worthed. now when it came time to use it they refuse to cover abything. * Loveseat - Chip-Wood - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

* Loveseat - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

* Sofa/Couch - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

Business

Response:

Review: We purchased $6,000 worth of furniture the beginning of November. Almost all merchandise was delivered defective. Customer care has ordered some replacements however the living room couch, love seat and recliner are complete junk. Anything that touches the furniture, leaves a mark. We bought this type of Durablend furniture because it was suppose to be durable per our salesperson and should hold up great. It easily scratches and knicks and is very poor quality. This furniture will not last 1 year. I asked customer care to exchange the living room furniture for fabric before the tech puts in long hours of labor trying to fix the items. They told me I had to call the store. I called the store manager and he never got back to me. Finally I spoke with a sales manager who spoke to the regional director and I have been told they will not do anything.Desired Settlement: We would like them to take the living room furniture back which is defective and allow us to pick out a fabric set that is comparable.

Business

Response:

I purchased a couch, loveseat and 2 chairs from this store in November 2014. On November 20th, upon delivery, I decided that I did not like the way one of the chairs fit in the space. The delivery guy would not take it back unless it was damaged or the incorrect item. He instructed me to contact the store to return the item. I immediately called the store and spoke with the customer service rep. I told her that I wanted to return the chair and order another chair. She told me that she would have the manager contact me. After 2 days of not receiving a phone call back, I decided to drive back to the store. Once at the store, we were able to order the new chair and the manager said that he would apply my credit for the chair I would be returning towards the new chair. No problem. The next day, Ashley Corporate Care contact me to schedule a pick-up of the chair I was returning. On November 29th, I once again took the day off work since I was given a 4 hour window and Ashley never showed up. I contacted Ashley Corporate Care and was told that the driver came by and no one answered the door. I never left my home. There is no way that the driver stopped and I didn't answer. I contacted them again and was told that they would just pick the chair up when they delivered the new one. A few weeks later, Ashley Furniture contacted me to schedule the delivery of my new chair and I was told that they would pick up the chair I was returning at the same time. I was given a 4 hour window to be home for the delivery. On December 11th, my new chair was delivered but the driver refused to take the chair I was returning stating that he had not been instructed to pick it up. I called Ashley Corporate Care and the gal that I spoke with apologized for the "confusion" and asked me to schedule AGAIN for the pick-up of the chair. At that point, I told her that I had already taken 3 days off of work and that I couldn't afford to take any more time off. I told her that I could drop off the chair at the store. She told me that she was going to talk to the manager and call me back. I never heard back. I decided that it was not MY JOB to continue to get them their chair. If they wanted it back they needed to contact me to get it and go out of their way to pick it up. Fast forward 7 MONTHS!! Ashley Corporate Care calls and leaves a message stating that they needed to schedule a time to pick up the chair. 7 MONTHS LATER!! They also sent a certified letter in the mail telling me that I needed to schedule a pick-up or pay for the chair. Today, June 16, 2015, I spoke with [redacted], a manager at Ashley Corporate Care and was instructed to schedule a pick-up (Monday-Saturday 9-5 pm) or pay for the chair. She also told me that IF there was any damage or wear and tear to the chair that I would be BILLED for the chair!! Seriously? The chair that your company FAILED to pick-up... that I have been STORING for 7 MONTHS...you want to CHARGE ME for WEAR & TEAR or DAMAGE??? No apology for their past failure. Just THREATS. Oh, not to mention that she wanted me to take additional time off of work to pick it up. Let me get this right, I have taken 3 days off work ( a loss of $1003.50 worth of wages) for a chair that I paid $265.00 for, and you want to charge me another $265.00 plus tax for a chair that might have wear & tear after 7 months?? Will I be credited for my wages lost or storage fees for 7 months?
I scheduled another pick-up for today, June 18, 2015. I was told that the truck would be at my house at 7:00 AM. I normally leave for work before then, but [redacted] assured me that the truck would be here on-time. I waited until 7:25 and the truck never showed up. I received a phone call from the driver at 7:27 stating that they should be at my house in about 30 minutes. An hour AFTER they were supposed to be there. I told him that I had to go to work and that I would contact [redacted]. At 7:36 AM, the same driver called back and told me that I needed to schedule for pick-up with him for tomorrow morning at 7:00 AM. AGAIN wanting me to leave for work late.

I searched local furniture stores looking for end tables. I found the ones I really liked at Ashley Furniture in Greenfield, Wi. When I talked to a sale associate about buying them I was informed there was a $150.00 delivery charge because they don't stock anything there. I was not happy about this because I had a way to take them home with me. Then he told me, to compensate for part of the charge, they would give me a 5 year protection plan worth $99.99. This seemed shade like a used car salesman, but I really liked these tables, so I accepted it. Less than two weeks after delivery one of the four tables had, what appeared to be dirt, a mark on it. I took a damp cloth to wipe it and it got bigger. Turns out the finish/coloring was wiping off. After spending over $900.00 on everything I was not happy. So I looked over the protection plan to find color loss was not covered because it was considered a manufacture defect. I called Ashley to return everything because I didn't want furniture that I was going to have to constantly worry about discoloring. They told me they don't accept returns, but instead would talk to their claims department to get this resolved. While waiting for the call back I wiped down the other table with no loss of color. When they called back they said they would deliver a new one and pick up the old one, fine with me. When they delivered the new one a delivery man took a picture of the new table. This was insulting to me. I did nothing wrong, accept buying from Ashley Furniture. Not only will I never buy from them again I will suggest no else does either. The customer should not be treated like this when they sent out a defective product.

Review: In 6/2011 I purchased two recliners that were advertised as "leather". About three months ago, the chairs started peeling. The surface material flakes off. After researching this issue, I have learned that the material advertised as "leather" is actually a man made material blended with leather fibers. I also purchased the extended coverage on the chairs. However, because this is a defect in manufacturing, they will not cover the issue. I have attempted to contact customer service with no success. Others who have experienced this issue say that Ashley offers to paint the chairs in order to cover up the defect, not replace them.Desired Settlement: I would like the chairs replaced with ones that are actual leather, not a man-made product that has been shown to be defective.

Business

Response:

Review: I have been given several different dates regarding delivery, which is still not delivered. Unable to speak with supervisor. Poor customer service.

My husband and I searched for perfect furniture for our first home. We were even willing to wait until May 7 for delivery, which was over a month after we ordered it, because we liked it so much. First we were told we could not get this delivered until May 7, which really should have been unacceptable to begin with. Then I called customer service to check on my status as the salesman told us that was a very long wait and we can call to see if we can get it earlier. I was overjoyed when I was told we would be receiving all 3 pieces we bought on April 30th instead because they were just sitting at the warehouse. Then I get another phone call saying oh no we can't deliver the ottoman until May 10th now. So I agree. Then I receive yet another call telling me now it will be May 21!!! When I asked to speak to a supervisor, [redacted] (no last name given) told me they didn't have one working until Saturday and she was the acting supervisor. I asked for customer service phone number. Called customer service only to be transferred back to the original [redacted] I spoke with resulting in nothing but time wasted. If I wouldn't have called in the first place we would be sitting on the floor in our brand new home for another month. We are still waiting on this ottoman, which is an important piece of the chair in which we wouldn't have purchased without the additional piece due to comfort. I feel that this is an unacceptable amount of time to wait for furniture. I would have never purchased the set if I would have known what awful customer service I would have to deal with. Who knows when we will actually get the last piece of furniture, which we paid full price for in March. I expect to have this amount credited back to me due to the unbelievable wait time. [redacted] told me she would have "someone" call me back because her boss is at a funeral, which I feel is inappropriate to tell me as that bit of information has nothing to do with me. Someone at this store or customer service who is a real supervisor/manager should be working in order to resolve this issue. Yet here I sit and wait with no resolution and no callback.Desired Settlement: I believe we are owed the money back for the missing piece of furniture and I would like it to be delivered by the date I was given, May 7. I have been given way too many different dates without any offer to give us even a discount.

Business

Response:

Review: On 9/9/2013, my husband and I purchased two Rectangular End Tables, a Lift Top Cocktail Table and Reclining Power Sofa and LoveSeat as well as two lamps for a total cost

of $4,003.64. We also purchased the Furniture Protection Plan - Guardsman 5-Year Elite Service for an additional $299.00. We noticed at the end of August, 2014 that the tops of

the cocktail table and end tables were starting to bubble. We do put glasses on coasters on our tables, but not on our Cocktail table. However, even our Cocktail table is bubbling.

We never set glasses on the tables without being on a coaster. Therefore, we are not sure why this is happening and this should not happen. The tops are lamient and we are

wondering if they used latex contact cement which does not hold. I called Ashley Furniture and they said it is not their problem.

We called Guardsman (that we paid $299.00 for), filled out all of the paperwork and they said it is not their problem.Desired Settlement: We would like our furniture repaired or replaced. If they cannot do that, we would like our money back and we will purchase better quality furniture elsewhere. We will never buy from

Ashely Furniture again.

Business

Response:

Review: I purchase a reclining sofa & love seat from Ashley Furniture on 07/3/2010, along with the furniture protection. I noticed that I had a defect with the fabric cracking and immediately contacted to make a claim, which was denied.

I contacted the sales person [redacted] and made him aware of the situation. He stated that he was not able to do anything, so I asked to speak with the store manager [redacted]. I left a message for [redacted] no return call. I had to call again to ask to speak to [redacted]. I finally did speak to [redacted] and explain my concerns about the furniture cracking and peeling he stated that he would have to talk to the warranty dept. to see what he can do.

As of today I have not had any success of getting a resolution to my issue. When I purchase the furniture I had know intentions on purchasing for a least another 7 to 10 years and it has been a little over 3 years, since the purchased. I am very disappointed with the service and quality of this purchase.Desired Settlement: My desired outcome would be to repair the reclining love seat or refund me the purchase price that I paid for the defective product. I would greatly appreciate prompt attention to this matter. Thanks, in advance.

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 are currently working with the store regarding this situation. We will have the manager reach out the customer as to whether a resolution can be reached. We will update the Revdex.com on the progress.

Sincerely,

Ashley Furniture Corporate Office

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They will be replacing my love seat the delivery is set for 01/11/2014. I greatly appreciate the help of Revdex.com in getting this issue resolved in a timely manner wishing you a Happy New Year.

Regards,

Business

Response:

The customer worked out a resolution with the store to allow the reselection for the loveseat as well as the sofa. Both credits are now in the system. The customer has been notified of the credits. This resolution has exhausted the customer’s warranty with Ashley Furniture. HomeStore Customer Care will not be assisting with the newly reselected items in the future.

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,

On Fri, Aug 8, 2014 at 6:28 AM, [redacted] wrote:[redacted],

Review: Damaged merchandise and bad customer service

Placed an order on 5/2/14 with a delivery date of 5/17/14 on this date 3 pieces of furniture ordered was damaged. After several delivery attempts I finally received all my pieces on 6/10/14 with no apologies from the owner/manager of the store. Finally received a call 2 weeks ago from the salesman telling me I would receive a $200 gift card for the inconvenience. To this day still haven't receive it or an apology from the Manager of the store located at [redacted]Desired Settlement: Feel that I should have been offered a refund for the item that took 4 attempts to be delivered instead of an gift card. Which is probably a gift card for the store!! After this experience I wouldn't want to make another purchase from this store(Ashley Furniture HomeStore) after bad business and customer service.

Business

Response:

Review: I went to buy a bed in the Ashley store on the 27th of may 2013. They showed me a bed, I liked it and purchased it. The delivery was made on [redacted]. They delivered a different product than what I had bought, I called the company immediately and told them the problem, the driver was still in my driveway, but they did not want to take it back because I already signed. I called the store, they were very rude to me, the manager who I spoke with, [redacted], told me to come see that it is exactly the same bed, so I did that. I went to the store and took pictures of the bed that I ordered, which is not the same as the one in my home. They told me they would send somebody on [redacted] 2013 to inspect the bed to see if it is a different bed, they also told me if its not the same bed I should get a refund. Today is July 2nd, I waited all day for them to come and inspect it. Of course they did not send anybody, so I called the store yet again, I had to wait on the line for a long time, Finally the manager, [redacted] answered the phone, she was very accusatory so I decided to record her because they were not solving the problem. I had spent over 12 hours trying to get this resolved to no avail. They do not want to help me, and I don't know what to do. I have pictures of the bed that I ordered and the different bed that I received. I know this is illegal for a company to do, and I want my money back. Thank you very much.Desired Settlement: To get a full refund of my money back.

Business

Response:

I spoke with the customer and she is sending me pictures to review what she has in her home and I will make sure this is handled appropriately.

If the items she has is not what she ordered, then she will be refunded. If the items delivered is the same as what is on our showroom floor then we would not accept any returns.

Business

Response:

There is nothing to refund. The customer accepted the delivery. There is no difference in the make of the piece. This issue is closed.

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: The business keeps saying the case is closed, yet keeps responding. If they wish to close it themselves they can, and deal with the consequences (such as an even lower BB rating). They are trying to get me to press the accept button, yet they did not do anything to try and find a solution in over a month. I will not give up my american rights.

[Your Answer Here]

Please do not try to intimidate me, by US law I am entitled to a full refund.

If you deem the case closed, you can stop responding, I will never hit the "accept business response" button until you refund me. N E V E R. Lower your already nearing F rated terrible Revdex.com rating and close the case if you wish. I can do this all year long. Refund me my money, stop doing illegal acts.Do not harass me or or intimidate me, I WILL call the Revdex.com and tell them you are just trying to fool me and trying to evade an even worse rating to expose what kind of company you truly are. again, the law is on my side, I already gave my documents to the attorney general, the FTC (Federal Trade Commision), the Revdex.com, Consumerist.com,along with fifty others.I also posted this WHOLE story to facebook on ashley's page, my page, friends pages, I've got friends and family sharing this story, on twitter, myspace, and others as well. No one wants to buy from a company with a Revdex.com rating of B- or lower, you have MUCH less than that.

The media, such as consumerist.com are writing articles about your shady, illegal business practices. blogs everywhere are putting this story up in their headlines. There is no way you're getting out of this without doing what is legally right.

The amount of money you owe me will be so insignificant in the long run when you lose THOUSANDS of customers.

I have also discussed a class action law suit with a lawyer to get not only MY money back, but to get other millions of customers money back who have been fooled. I will see if this is the right way to go by your response.

You will NOT get away with doing illegal business. I have records of EVERYTHING. I recorded a video of the in-store bed, the people in the store who said "YES WE WILL REFUND YOU, WE ARE SORRY" but never did, and all phone calls are recorded too, all passed to the media sites and US

This is a promise.WE (as in every blog, waiting for the updated story) are awaiting your response.I do hope you come to your senses.

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

Sincerely,

Review: I tried to purchase a bed that was advertised and was told by the manager that they could not sell the bed for that price as they would have had a loss. When I inquired to their corporate office about this issue they forwarded the info back to the store in question and was told by the manger that it was their prerogative to sell the bed or not. I thought this was very unprofessional the way the store handled this situation as my mother and myself had bought from Ashley in the past and felt that they didn't care if they lost our business or not.Desired Settlement: To purchase bed at advertised price.

Business

Response:

Complaint#[redacted].

Dear Revdex.com,

After reviewing this file, we respectfully stand by our decision to decline to accomodate Ms. [redacted]'s request .

Please see below.

1) Ms. [redacted] had ordered a Queen Storage Sleigh bed from our store...sold to her for $699...Upon arrival to our warehouse, she was called to set up delivery.

2) She then called our store to inquire as to the possible sale of a different Panel Bed for $299 seen in an ad likely offered by a corporate store in the Atlanta area.

3) We declined to substitute the advertised bed for the bed scheduled for delivery and although contrary to our policy clearly stated on our Information Brochures provided with all receipts, we proceeded to refund Ms. [redacted] AND even rescinded the 20% Restocking fee.

4) We are part of an individually owned store group here in South Louisiana.

Thank you.

[redacted]s-Store Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9940870, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Actually the manager is incorrect. When I made the purchase with the salesman over the phone I thought I was purchasing the bed that was advertised. It was the salemans mistake as he placed an order for the wrong bed which I why I had them return it and credit my account. The one thing that was really troubling is that the managers original response to me was it was their prerogative. I just couldn't believe his response over a mistake that his employee made so I am not satisfied with Ashley Furniture.

Business

Response:

Dear Ms.[redacted]

Ms. [redacted] is correct about this having been a phone order. Our salesperson asked how the customer was paying for the bed and the customer advised Visa...Most importantly, our salesperson always reviews his phone purchases with his customers and secondly, it is inconceivable that any customer would not review the charged amount on an order, especially one given over the phone. As a result of this conversation, we proceeded to order a bed known not to be a $299 bed and forwarded a receipt the next morning.

After receiving the bed and scheduling delivery,we then had to incur the cost of having to return the bed and refund for the purchase, placing the bed back in our distribution facility to hopefully find another customer for it.

We therefore stand by our previously stated position.

Thank You.

Ashley Furniture Homestore-Harahan

Review: In October 2013, I purchased a power rocking recliner love seat and couch and dining room set from Ashley Furniture Store in Poughkeepsie, NY. A month after delivery of the furniture, the powered love seat failed to rock and recline. After numerous phone calls and runarounds, a technician was sent out and determined that the furniture must have been dropped during transport/delivery. Another month passed and we finally got replacement for the love seat. Now, just two weeks after delivery, the rocker/recliner stopped rocking/reclining again. The calls started and and the same responses were given ("we cannot help you here" "call the corporate 800 number" "cannot transfer you to manager, we don't do that here. You have to leave a voicemail) After all these responses were given and messages left, we did not receive any phone calls in return and are still waiting for some phone call or start of a solution. It seems that the set that we have has defective issues and we no longer are interested in keeping it or replacement since replacements have already gone bad and we fear that we will still encounter the same ongoing problem. We wish to return the FULL Living Room set and receive a credit to the store credit card that had opened. We were also notified that the set we have was "discontinued"?Desired Settlement: We wish to return the FULL Living Room set and receive a credit to the store credit card that had opened. We were also notified that the set we have was "discontinued"?

Business

Response:

To Whom It May Concern:

[redacted] received a replacement of her power motion loveseat on Dec. [redacted], 2013. With all power reclining upholstery there are several locations within the power supply in which can become disconnected. Typically we try to trouble shoot these issues over the phone within our Customer Care Department, but at times we do require our Certified Ashley Specialists to go out to the customer's home to determine if the power source has failed or if one of the cables have become disconnected. This process is in line with our manufacture's warranty. We include our warranty booklet on every product. This warranty states that we have a 1 year limited warranty on electrical components incorporated into any piece of furniture. Under limitations and exceptions it states: "Under these Limited Warranties, the sole liability of Ashley Furniture is limited to repair, or at its option, replacement. Ashley Furniture will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture, at no charge to the original retail purchaser. After one year from the date of purchase, the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs. We are trying to determine if the power supply has failed or if the customer has an issue with one of the connections. The power supply for every piece of power upholstery has several connections that need to be in place in order for the piece to work properly. The power cord is similar to a laptop cord and if one of the cables get kicked or moved, the item may fail to work.

When [redacted] contacted us about issues with her loveseat on December [redacted] and we immediately scheduled the customer for a Certified Ashley Specialist to visit her home on December [redacted]. The specialist went to the home and tried to contact the customer for over twenty minutes and the customer was not at home. At Ashley Furniture Homestore we are committed to assist any of our customers within our warranty guidelines. With this particular issue, we request that [redacted] schedule an appointment with our Certified Specialist so we can determine if her loveseat can be brought up to standards within her home.

Thank you for your assistance with this matter,

Ashley Furniture Homestores

Review: I bought side chairs and dining table and it has a heavy chemical smell and somewhat also like cat pee and the Ashley home furniture won't help me, I cant not stand the odor and is affect me health wise .Desired Settlement: I don't want the furniture .I want my money back.they should refund my money.

Business

Response:

To Whom It May Concern:We appologize for any misunderstanding with [redacted]. [redacted] is very sensitive to the polyurethane that is part of the manufacturing process for furniture. In this instance, we determined that picking up this product would be the best solution to resolve [redacted]'s concern. At this time this issue is resolved.Thanks, [redacted] ###-###-#### Ext. [redacted]

Consumer

Response:

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

Sincerely,

I agree for them to pickup the furniture on [redacted] 2/**/15.,and was told last week by someone who said she was the manager that the money that I pay in cash for the furniture was going to be mail by check to me in 7 business day.

Business

Response:

To Whom It May Concern:Ashley Furniture HomeStore picked up this dining room set on 2/**/15. As per our terms and conditions of our sale, it may take up to 14 days for the customer to receive the refund.Thank you, [redacted]###-###-####

Consumer

Response:

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

Sincerely,

Iam still waiting for my refund as of today nothing yet.

Review: The couch broke in half on the sixth day, it took a week and a half for an engineer to come look at it. In addition the cushions on both the couch and love seat were losing their shape in these 2 weeks. This product was purchased at [redacted]Desired Settlement: As these 2 pieces are brand new and we have multiple issues in a 2 week period, and finding that these are new untested models, we want the merchandise picked up and the charges refunded.

Business

Response:

To Whom It May Concern:

Ashley Furniture HomeStore wants all of our customers to be happy with their purchases. At this point in time we have decided to pick up this customer's merchandise since they were not happy with the purchase.

We consider this issue resolved, please let us know if there is any additional concerns from this customer.

Thank you,

Ashley Furniture HomeStore

Review: I purchased a bedroom suit from Ashley Furniture in Glendale, Az. When it was delivered it was damaged. I was told that I could get a new head board in 7 to 21 days or I could have a service man come out and take a look at it. I needed a bed so I opted for the workman. He came at 8:00 am and in about 2 minutes said he it would have to be replaced and that too would be within 7 to 21 business days. I said I wanted a new headboard and he told me that because I accepted the furniture I could no longer have this option. Of this I was not told on delivery. I had first ordered 5000 dollars worth of furniture but because of circumstances had to cancel the greater part of the order. I was then told that I would have to wait 7 to 21 days to get my money back though they received their money that same day. I feel very dissatisfied with the customer service and the quality of the furniture.Desired Settlement: I want my headboard replaced and my money returned for the origional order.

Business

Response:

February 3rd, 2016Revdex.com, Inc.Dispute Resolution Department4428 North 12th Street Phoenix, AZ 85014Re: H[redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us of Mrs. [redacted] concernsMrs. [redacted] originally delivery occurred on 01/23/2016. On the initial delivery it had been reported that there was damage to the headboard of the bed being delivered. A service technician was dispatched to Mrs. [redacted] residence on 01/26/2016 and the option provided by the service technician to order a replacement part was declined by Mrs. [redacted]On 01/26/2016 we had received Mrs. [redacted] correspondence from the Revdex.com and she was contacted by our customer service management team. Arrangements were made to replace the headboard as per Mrs. [redacted] request. She had also indicated her displeasure with the wait time of her pending refund check. Our accounting department was able to issue her refund check and was mailed 02/02/2016. Mrs. [redacted] received the replacement headboard on 02/02/2016 as well. We regret the challenges that Mrs. [redacted] experienced with her purchase and has been given the contact information for our Customer Service Management team if she should have any questions or concerns. Regards,Renee L[redacted]Customer Service DirectorAshley Furniture Homestore[redacted]

Review: I purchased a Dinning set on 10/** that was delivered on 11/**. When I purchased the set, I also purchased the protection plan which the Sales person told me would cover any and all damage. I was given a sheet that decribed the furniture protection plan which made me feel very comnfident about my purchase. A few days after the delivery, my daughter spilled nail polish remover on the table which runed the top finish on the table. We immedately called the store and were told not to worry that the protection plan would cover this and gave us a number to call. WE called the number, they asked us to file a claim online and send them pictures of the damage. After waiting a few weeks, I called to follow up on the claim and was told they only had one person looking at the claims but someone should get back to me within 2 days. 3 days passed with no call so I called them back. When I called, I was told that the the claim had been denied because the protection plan does not cover damages caused by liquid subtance. I told them that that is not what the protection plan says as it says it covers checking, crackling, bubbling and peeling finish which is what happened. When I reverted back to the information I received which does not state anything about what they do not cover, they said that this was on the disclosure. I never received a disclosure. TO make a long story short, when I called the store to fid out how they could help me as I had a bran new damaged table, they told me there was nothing they could do and transfeered me to Customer Service who also said there wa nothing they could do. I called the store again and asked for a manager who took 3 days to call me back. After several phone calls the only thing they were able to do for me was allow me to purchase a new table at a small discount and delivery fees waived. I ended up having to order a new table but asked the store to educate their employees as to what their protection plan covers as the information is misleading. I would like to get refund.Desired Settlement: A refund on the replacement table is the most appropriate as a disclosure was never provided and the information I recived stated this would be covered

Review: Purchased couches with an additional warranty because we were told if they got stained and could not be removed, for any reason - including damage from children and pets, that we would get replacement couches. I was hesitant to make the purchase because they were not scotch guarded but the salesman assured us it was a life time warranty and if the stains could not be removed we would get replacement couches. When we called to report the stains, we were given the run around. After several phone calls with the local store [redacted] and corporate, we were told this was not covered.Desired Settlement: We would like replacement couches, as promised by the salesman.

Consumer

Response:

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

Review: Bed bugs in the rocker recliner I purchased from the [redacted] location. I thought I was allergic to the microfiber or the scotchguard due to welts and itching. Went to doctors twice. First time for the allergy and second time for what I thought was the shingles. The bugs spread throughout my living roomDesired Settlement: For my $117 dollar purchase has cost now cost me over $1000. $400 for bed bug treatment. $600 for storage room, tubs, buckets, and storage bins to remove clothes, knick knacks, and toys from home. And a one night stay at a hotel.

Business

Response:

April

15, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re: [redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on October

25, 2013. On April 7, 2014, Ms. [redacted] reported to the Revdex.com

who in turn notified our Customer Care department that she had bed bugs and

believed they originated from our furniture. Because the furniture has been in

Ms. [redacted]’s home for nearly six months, we cannot and will not accept any

liability for any infestation of Ms. [redacted]’s furniture.

Ms. [redacted] has been contacted and advised

that we only sell brand new, encased or sealed product from our warehouse and

we never pick up, transfer or bring into our warehouse any furniture that has

been used. We further provided Ms. [redacted] with the following information:

There are several means by which a home

can become infested with bedbugs. People most often acquire bedbugs at hotels,

motels, and bed-and-breakfasts and bring them back to their primary residences

in their luggage. Bed Bugs can also

latch onto your clothing and travel with an individual to and from their

workplace. The fact is that although bed bugs can survive extended periods of

time without feeding they are only attracted by living beings and predominantly

the carbon dioxide and heat that comes from the breath of their host.

We have had no reports of bed bugs from any

of our customers in the previous 12+ months and no indication whatsoever of an

infestation or even of a single occurrence in our warehouse. While we do

empathize with Ms. [redacted]’s situation, we emphatically reiterate it cannot be

attributed to our company or the delivery of our furniture.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The chair I purchased was the only piece of furniture that was infested. Yes they did move some but my chair had them. I did not have them before the chair appeared and now I do not have them since I had my house treated. I just cannot believe they came from anywhere else. I have seen many reviews online that Ashley's does have bedbugs in some of their items. So why not mine.

Regards,

Business

Response:

May

1, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re: [redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on October

25, 2013. On April 7, 2014, Ms. [redacted] reported to the Revdex.com

who in turn notified our Customer Care department that she had bed bugs and

believed they originated from our furniture. Because the furniture has been in

Ms. [redacted]’s home for nearly six months, we cannot and will not accept any

liability for any infestation of Ms. [redacted]’s furniture.

Ms. [redacted] has been contacted and advised

that we only sell brand new, encased or sealed product from our warehouse and

we never pick up, transfer or bring into our warehouse any furniture that has

been used. We further provided Ms. [redacted] with the following information:

There are several means by which a home

can become infested with bedbugs. People most often acquire bedbugs at hotels,

motels, and bed-and-breakfasts and bring them back to their primary residences

in their luggage. Bed Bugs can also

latch onto your clothing and travel with an individual to and from their

workplace. The fact is that although bed bugs can survive extended periods of

time without feeding they are only attracted by living beings and predominantly

the carbon dioxide and heat that comes from the breath of their host.

We have had no reports of bed bugs from any

of our customers in the previous 12+ months and no indication whatsoever of an

infestation or even of a single occurrence in our warehouse. While we do

empathize with Ms. [redacted]’s situation, we emphatically reiterate it cannot be

attributed to our company or the delivery of our furniture. Our response as a company remains unchanged.

Regards,

Executive

Assistan

Ashley

Furniture Homestore