Ashley Furniture Homestore

Review: We bought a mattress Nov 11th also living room set. We were told they would arrive at my home..and it did on Saturday Nov 26th. Everything started out great. After we slept on the mattress and box spring I went to the store yesterday And I waited a long time. They just kept saying the manager would be with me shortly So Ivan our sales guy completely ignored. He did come down and I met hit eyes his name is Bill. The people that were at the corner said They have never heard of returning a mattress. Bill just ran away from me. So I left. My husband called the minutes he was placed on hold and it just it just kept hanging up. can you help?Desired Settlement: We want a different bed or refund the bed

Business

Response:

December

14, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street Phoenix,

AZ 85014Re: [redacted] Revdex.com

complaint #[redacted]Thank you for contacting Southwestern

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

you have notified us regarding Mrs. [redacted] concerns.We received Mrs. [redacted]

correspondence from the Revdex.com on 12/2/15 stating that they

were unhappy with the mattress that she had purchased on 9/11/15 and received

on 11/26/15. We regret that Mrs [redacted] felt ignored and was not helped to her

satisfaction when she was initially in the store to address her concerns with

her mattress purchases. Since receiving

Mrs [redacted] concerns, our store manager Rick C[redacted] has reached out to Mrs

[redacted] to further explain our no return policy on our mattresses. Unfortunately a comfort concern does not fall

under the manufacturer guidelines for replacing a mattress. Mr. C[redacted] has

also said that he would be happy to work with Mrs [redacted] on pricing for her if she decided she wanted

to make a new purchase on a different mattress set but unfortunately a return

on her mattress set would not be granted at this time. Regards,Renee

L[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

Consumer

Response:

We are not happy at all with Ashley furniture. I would like others to know how poorly they treated us, and they will lie to get a sale. Please publish this in the Revdex.com. We will be done with these people now.

Business

Response:

December 18, 2015 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Revdex.com complaint #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. We received Mrs. [redacted] correspondence from the Revdex.com on 12/2/15 stating that they were unhappy with the mattress that she had purchased on 9/11/15 and received on 11/26/15. We regret that Mrs [redacted] felt ignored and was not helped to her satisfaction when she was initially in the store to address her concerns with her mattress purchases. Since receiving Mrs [redacted] concerns, our store manager Rick C[redacted] has reached out to Mrs [redacted] to further explain our no return policy on our mattresses. Unfortunately a comfort concern does not fall under the manufacturer guidelines for replacing a mattress. Mr. C[redacted] has also said that he would be happy to work with Mrs [redacted] on pricing for her if she decided she wanted to make a new purchase on a different mattress set but unfortunately a return on her mattress set would not be granted at this time. On 12/18/15 we received Mrs. [redacted] rebuttal from the Revdex.com that she remained unsatisfied with the company’s decision regarding the concerns with her mattress. Unfortunately the Ashley Furniture Homestores does not have a return policy for any mattress or bedding purchase which Mrs. [redacted] had signed in agreement with at the original point of purchase. Our decision as a company remains unchamged. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted] Glendale, AZ 85308

Review: I bought a King Size Bed in 2012 and paid a lot of money for it.1week ago the right rail top part of the bed fell through making it impossible for me to sleep on the bed,I almost fell through the bed and would have hurt myself.On examining the bed I discovered that a piece of cardboard like wood had become unglued detaching the top right side of the rails causing the mattress to fall though now I cannot sleep on the bed.I have had beds more than 10years old that have never fallen apart.I have bought several items from the Ashley store.When I called them all they say is that the bed is not in warranty and suggest I buy another part from them.It is clear that the workmanship of that part of the bed was substandard hence the issue.One agent from the store suggested that someone can look at the bed and probably repair it since they know how to achieve a safe sturdy attachment , but she does not have authority to order that.I would be happy with that kind of arrangement.But on talking to a person on tel (###-###-####,)who was to give me the final word they still insist I spend more money on a brand new part.I think they should sent someone to look at the damage then we can move from there.Desired Settlement: I just need the bed repaired.

Business

Response:

Please see attached

Review: My wife and I purchased King & Queen sets and covers ($2,602) from salesman [redacted] Saturday 2/14/15 – I could tell [redacted] did not know mattresses, but we knew what we wanted; both sets were the same brand. Not too hard – [redacted] ###-###-####.

We are going to replace two (2) recliners and a couch as well.

King & Queen sets delivered Tuesday 2/17/15 - 3rd party delivery excellent - Wrong mattresses – I called store immediately to report wrong mattresses - I could tell the nice lady that answered my call at the store was not familiar with mattresses and even though she said she would have someone call I suggested my wife go into the store and show them what we ordered - [redacted] (Manger) met with my wife and corrected order, kept our old paperwork and said they would call with delivery date

No call Tuesday 2/17/15 or Wednesday 2/18/15

Thursday 2/19/15 my wife called to speak with [redacted], but was transferred to [redacted] who was totally disinterested. He thought she was a customer calling wanting to return a sofa and a mattress. She explained she is just needing a delivery date for the mattresses’ we purchased. He told her [redacted] was handling the matter, but he was on days off and would take care of things when he returned to work

Saturday 2/21/15 I called to speak to [redacted] who was at the store, but I was transferred to [redacted] who said he had our order in front of him and that he would call back with delivery date- [redacted] who is nice did what he said and called back that evening to tell us our mattresses are out of stock and we will not get them delivered until 3/10/15

We are disappointed with our [redacted] experience and if we can get our money back, have someone come retrieve the wrong mattresses we will go elsewhere, buy new and have them delivered this week since we no longer have our old mattresses.

Replaced our two (2) recliners elsewhere. Will purchase our couch this weekend; elsewhere.

We sent an e-mail to [redacted] Corporate 2/23/15. However, since all the stores are franchises they don’t deal with problems with their brand problems.Desired Settlement: Either deliver the mattresses' we ordered or refund our money...........Clearly the reason for the wrong mattresses being delivered to us 3 days after the sale is they did not have the correct ones in stock. Having to wait until 3/10/15 for mattresses order on 2/14/15 seems unreasonable. I feel confident I can buy the same brand elsewhere and either have them delivered the same day or at next day.

This is a clear example of poor service, poor communication and a lack of caring by a business that touts itself as a leader in the furniture industry.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] purchased his furniture on February 13, 2015. On February 16, 2015, he reported an error on his sale and went to the store where it was corrected. Mr. [redacted] new delivery date based on the eta of the updated product was scheduled for March 10, 2015. Mr. [redacted] later indicated he wasn’t aware his delivery date was so far out and was contacted by our store management team. We were able to move up Mr. [redacted] delivery to February 27, 2015. Mr.[redacted] delivery occurred without incident and he was compensated for the earlier error. He has been provided a contact name and number for any future issues and we hope Mr. [redacted] can nowenjoy his furniture. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I recently purchased and paid for, in full, for a queen bed, mattress, night stand, and dresser drawer with mirror set, on 28 September 2015. Ashley Furniture's computers were down for an unknown period of time, but eventually came back up 4 days later (according to their customer service). Despite being told that their customer service would be contacting me "within a few days" to let know when my "pick-up" date would, itwasn't until 6 days after purchase that I finally had to call their customer service since I had not received a phone call yet. I called the store, who then told me I had to call the warehouse who then told me to call the central customer service to find out my date for me to pick up my furniture from the warehouse...it wasn't even a delivery!!! They told me that it wouldn't be until NOVEMBER 20th that they would have the furniture in stock!!!! That's 53 days after I paid for the purchase!! I went to get a refund on my purchase and was informed that I HAD to drive back to the store itself and get the refund. When I went back to the store, I had to wait another 90 minutes before they could complete my refund!!!!! Total time on phone with customer service and waiting for refund wasted = 2.5 hours. I hear see that their motto is "Our goal is to deliver customer satisfaction, not just furniture". Well, what if you deliver neither? Then you have failed miserably at your job. Thank you but I will never shop with Ashley furniture again and I recommend that no one else does either. PS: I had to beg for a military discount of a mere 5%. Thank you.

We did purchase a furniture for our new home and we agreed to pay $5K on it, yesterday when we were reviewing the receipt again, we did notice that it was missing a piece (Chest).

So we did go back to the store, talk with the sale and the manager, at first they said the price was correct afterward they accept to add it if we kept the purchase, but it was the worst service ever. the manager look was awful and scary so we cancel the whole things and he told us to leave his store immediately.

Review: I have had to call customer service several times (first to cancel part of an order, which they would not do) but mainly because the wrong item was delivered to my house. I was told I would receive a phone call within ten minutes of this happening. I did not and after several hours I called and was told that I would be contacted to reschedule delivery. After another day of waiting I called again to set up delivery, after not having anyone answer the phone (two five minute ring throughs) and wading my way through numerous staff members, all of whom have been less than helpful, rude, or cared very little about my case, I was finally able to set up delivery. Now we see if this delivery is correct.Desired Settlement: I would like the couch I ordered in the correct format.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original purchase was made on 02/27/2015 and scheduled for delivery on 03/31/2015. On 03/31/2015 Mr. [redacted] was delivered a sectional that was sent back to our distribution center with the delivery team due to the sectional was facing the incorrect direction. Mr. [redacted] had been directed to contact the local retail store location to discuss the direction of the sectional as it had been delivered in the same manner as it had been ordered. On 04/02/2015 we received Mr. [redacted] correspondence from the Revdex.com and had been contacted by our Customer Service Management Team. Mr. [redacted] order was corrected and we are currently in the process of making the final delivery arrangements with Mr. [redacted] for the remaining pieces of his order. We sincerely regret the inconvenience of this situation and have provided Mr. [redacted] with a contact name and number for any future concerns. We will continue to work with Mr. [redacted] until his delivery has been completed. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: WOW. I really should have listened to the bad reviews.

I called this store in advance to see if the furniture set I was ready to buy was in stock. I was told by [redacted] that this set was in fact in stock and I could have it delivered in 2 days.

I just needed to show up to have my order written up.

So I did about 2 hours later. [redacted] had left so I was helped by a different sales girl. She even checked to make sure that the set was in stock and ready to go.

We were also told that we could have 18 months financing. More on that in a minute.

Well, upon writing our order up and charging our card, we were told that nothing was in stock and couldn't be delivered until 3 to 4 weeks later... Uh.. You are kidding right? I had called before hand to ensure my time wasn't wasted and told that you had all of my set in stock. Then was told upon our arrival that it was in stock. Delivery in 2 days? NO PROBLEM!

After all of this, we still decided to go ahead with our order.

Then the next morning my husband gets a call..

Oh, that 18 months no interest agreement we had made IN WRITING ON OUR RECEIPT is not available.Desired Settlement: Honor the 18 month no interest that is on our receipt. I can provide a picture of the receipt/written agreement if needed.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] was offered an unavailable financing option on her date of purchase. Further, part of her order was delayed. Upon receiving her correspondence, our store management team contacted Ms. [redacted] and scheduled delivery of her merchandise and honored thefinance agreement she had been offered. Ms. [redacted] delivery occurred on July 17, 2014 without incident. We do regret the miscommunication regarding the availability of the furniture and the financing options. Ms. [redacted] has been provided a contact name and number for any future concerns and we hope she is now able to enjoy her furniture. Regards,[redacted] Executive Assistant

Review: We went into this store, and chose the items we wanted. We went with [redacted] over to [redacted], where [redacted] works, where we finance the purchase with them. We had to wait obviously for the items to arrive. On the day of their arrival, the wrong rug was brought. I said that was not the right rug. The delivery people said they showed that the one I ordered was out of stock. I made phone calls. After speaking to [redacted] in [redacted], she said the rug was in stock, but also being discontinued, but one was ordered for me, and she does not know what happened, and why it did not get sent. Now we have to wait for the rug, if they even have it still, to be sent with something else. Which introduces the next problem.

We ordered two night stands. The delivery people brought one. I called again, to ask about the other nightstand, and was told it never got ordered (administrative error by an employee). Even though we told the sales woman [redacted], we wanted two, and we had set up financing for two, only one was ordered, made and delivered. Now, we have to wait, for the other one. This means it will also have to be delivered, so we will have to see if we are available of if we have a way to get off of work and we don't want to do that. We wanted our items delivered correctly on the correct day, and we did not get that even though that is what was supposed to happen. But that is not all.

We ordered a chest of drawers or a dresser you might call it. My husband got home from work and noticed that one of the drawers is defective. There is a slant inward on that drawer only and it is not supposed to be that way. Now, we have to wait for a technician to come take a look. And then wait again for who knows what they'll do, either take that drawer or bring another or a whole new dresser, I don't know. But the date they have right now to send a technician is next Wednesday, when both my husband and I have to go to work.

The problem is we did not get all that we ordered, in proper condition, when we had all agreed upon it to be delivered. The other problem is that what could have been a simple and correct delivery, causes us to have to continue to wait and we don't know when we will get the nightstand, we don't know when it will be delivered, or if we will be available for the delivery times the company has, we don't know when we will get a proper dresser, and I was told we have to wait for the rug to come with the nightstand, unless I want to pick it up.Desired Settlement: I desire the rug I ordered to be delivered with the technician when they come to check on the chest of drawers on Aug 21, 2013.

I desire the night stand to be made as soon as possible, with priority, because it is Late, and delivered on the soonest Saturday possible, because we will be home and not have to take off for work.

Above all, I desire to be notified by phone a ###-###-#### that these things will happen, with specific dates and times.

Since we paid $79.99 for delivery, and all our items were not delivered, I want the future deliveries of the rug/nightstand/chest (if needed) to be free of charge for us, and delivered at a time that is convenient for us such as Fridays or Saturdays.

Business

Response:

August 28, 2013

Revdex.com, Inc.

Dispute Resolution Department

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on August 14, 2013. At the time of delivery it was discovered that Mr. [redacted] only received one night stand and had ordered two. This was reported to the store and the issue was immediately corrected. Also on delivery, Mr. [redacted] was advised his rug did not arrive and would have to be delivered at a later date. Mr. [redacted] further reported his barstools did not seem level and a drawer on his chest was not functioning.

Mr. [redacted] had a service appointment on August 21, 2013 and the technician was able to resolve his service concerns. Mr. [redacted]’s nightstand and rug are being delivered at no charge on August 29, 2013. We will continue to follow up to confirm Mr. [redacted]’s satisfaction and that all of his issues have been resolved.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: We purchased about $9,400 in bedroom furniture and dining furniture in the store a few weeks ago. One of the products we purchased was a pillow that cost $150. We took the pillow back to the store today, Saturday, June 13, 2015 to return it and was told they could not accept it because it had been slept on. I spoke to the store manager and he told me he would not accept the pillow back. I told him if I would have known we couldn't return it I would never have purchased it. I was suspect about the pillow because it was hard and heavy but the sales person sold us hard on it saying to try it out for a couple weeks. We really don't like the pillow and feel the $150 should be returned to us. The manager stated he couldn't do anything for us. We feel that they should return the $150.Desired Settlement: Refund the $150.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. and Mrs. [redacted] concerns.Mr. and Mrs. [redacted] original delivery occurred on 05/26/2015. On 06/13/2015 Mrs. [redacted] had contacted our [redacted], AZ Ashley Homestore location requesting to return 2 pillows purchased as she was dissatisfied with the comfort. Mrs. was explained that we do not have a return policy for mattress / pillow related purchases.On 06/14/2015 we received Mr. and Mrs. [redacted] correspondence from the Revdex.com and was contacted by our General Manager and authorized to return the pillows as per Mr. and Mrs. [redacted] original request. They have since returned their pillows and have beenissued a full refund. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I purchased a mattress and box springs from Ashley in [redacted] in June of 2013. After sleeping on them for a little over 14 months there is a large bump in the middle of the mattress that feels like another person between myself and my spouse. I contacted Ashley who in turn sent someone to look at the mattress and after they did their initial investigation they determined that the mattress did not meet the manufacture warranty which is 10 years. I have since contacted the factory who has stated to us that they have called Ashley and told them to replace this mattress. After several phone calls on Friday September 26th 2014 Ashley says they have not heard anything from the factory. My husband and I have been on the phone with them several times and they say there is nothing they can do. This mattress has a ten year warranty.Desired Settlement: I would prefer a replacement but given the way we have been treated as consumers by this business I want a full refund

Business

Response:

October 5, 2014

Dispute Resolution Department

Re:[redacted]

Thank you for contacting [redacted] Ashley Furniture Homestore. We appreciate that you have notified us regarding **.[redacted] concerns.

[redacted] original delivery occurred on June 27, 2013. On August 29, 2014. [redacted] reported a concern with her mattress and a service appointment was scheduled for September 10, 2014. Our technician was unable to detect any defects in [redacted] mattress and found it to be within Simmons’ manufacturing specifications.

On September 26, 2014, our Customer Service department received an email from the store where [redacted] had purchased saying [redacted] advised she had spoken to a local [redacted] representative and received authorization to exchange her mattress. This information was forwarded to [redacted]. Our [redacted] representative did not have record of an authorization to exchange [redacted]’* mattress but agreed

to do so in an attempt to amicably resolve her concerns.

[redacted] has since been contacted and advised her mattress is no longer being manufactured so she has been provided the opportunity to select a new and different mattress. We will continue to work with [redacted] and ensure her new delivery goes well. [redacted] has been provided a contact name and number should she have any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I unfortunately have many complaints that I have now logged with the customer service. One of which is the product was cracked upon delivery. When I asked the delivery men to put it back on the truck they said they cannot do that and that I must call customer service. They quickly had me sign a delivery paper and left. It took 3 weeks for the Tech to come look at the damage and instead of replacing the cracked piece he painted over the crack so you couldnt see it. This is not a repair, its a bandaid. I do not want a repair for something I spent money to buy new, I would like a new piece of furniture. On top of "repairing" the furniture the Tech sprayed some substance on the furniture without covering my personal property inside which was sprayed on by the excess spray. I did not talk to the Tech right away since I was going to call customer service as soon as possible to complain about the "repair". After a couple conversations with customer support I went to the store to report my problem. Every experience I have had with Ashley Furniture has been dissappointing. I am so dissatisfied with their entire brand, product and service, that I no longer wish to have their furniture. I have been trying to complain to customer service but nobody will hear me out. I understand they have a 72hr return policy but I wanted them to replace my furniture that was damaged and it took 3 weeks for them to send someone out. Am I supposed to return it immediately if defective? and if so, I tried but the delivery men denied my wishes. So I dont know what I was supposed to do. I want my money refunded and to return the furniture purchased. I also want Ashley to understand the poor customer service they have so it does not happen to anyone else.Desired Settlement: I want my money refunded and to return the furniture.

Business

Response:

October 13, 2013

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 Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on September 7, 2013. Upon delivery, Mr. [redacted] reported damage to his dresser and his chest and a service appointment was scheduled for September 28, 2013. On that date, our technician made the necessary repairs and listed the service as complete.

On October 2, 2013, Mr. [redacted] called our Customer Service department and reported he was dissatisfied with the fact that his merchandise required service and asked to return his furniture for a refund. It was explained to him that our company does not have a return policy after 3 days. Mr. [redacted] was later contacted by our Corporate Customer Care department and authorized for a refund in an effort to amicably resolve his concerns. Mr. [redacted]’s furniture was returned on October 9, 2013 and the refund has been processed.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has already resolved my issue. It is frustrating that it seems I was not taken seriously until the complaint was filed through Revdex.com but once they received the complaint, they were great to work with through this issue.

Regards,

Review: While I was in the country (10AUG13) my fiance [redacted] and I purchased 7 chairs and a dining room table from Ashley Furniture. There were currently out of stock of the chairs and we had to wait for delivery until 30AUG13, now I'm currently back to Afghanistan. [redacted] received the deliveriy of furniture on 30AUG13. Every piece of furniture had a nick, scratch or damage to it when delivered, also 2 of the 7 chairs had a wobble to them and would not sit flat on the floor. [redacted] went back to the store and made a verbal complaint and merely met with runaround that a technician could come out and address the issues. Obviously if there was just 1 little nick or scratch to a piece, it would be understandable, but we did not buy used furniture. Every thinkable excuse was used as to that the furniture was of high quality, to the movers scratched it, to our floor was crooked, but just on those 2 of 7 chairs. After the staff be unhospital and attitude [redacted] stated you can just take the furniture back if the outcome is your not going to physically replace the furniture. The store stated they would need my credit card number to refund the money, minus the shipping cost. I called them the following day from Afghanistan to give them my card number, the manager I spoke with, [redacted] gave me a small chuckle when I explained who I was, overall completey unacceptable in the product, professionalism, and still wanting to charge a shipping fee when they are clearly in the wrong. Photo graphs were also showed to store representatives, more excuses. Were currently waiting for them to schedule a pick up day for the furniture and refund.

Original Sales Order #[redacted]

Original Sales Date: 8/10/13

Customer I.D. 86[redacted]

store: Ashley Furniture

###-###-####

hours 0900-8pm

manager: [redacted]

sales total: $1537.62

8/30/2013 charged for cancelation: delivery fee and pick up fee

return: $1377.64Desired Settlement: Seeking a full refund to include shipping

Original Sales Order #[redacted]

Original Sales Date: 8/10/13

Customer I.D. [redacted]

store: Ashley Furniture

1479 N. Dysart Rd.

Avondale, AZ 85323

###-###-####

hours 0900-8pm

manager: [redacted]

sales total: $1537.62

8/30/2013 charged for cancelation: delivery fee and pick up fee

return: $1377.64

Business

Response:

September 2, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]r #[redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]r’s concerns.

Mr. [redacted]r’s original delivery occurred on August 30, 2013. Mr. [redacted]r and Ms. [redacted] reported damage to their merchandise on the day of delivery and opted to cancel the order rather than accept repair or replacement. The store where Mr. [redacted]r and Ms. [redacted] purchased, processed the necessary paperwork to have the furniture picked up and refunded and per our no hassle policy, withheld the refund of the delivery fee and charged a pick up fee.

Ms. [redacted] has since been contacted by our Corporate Customer Care department and we are refunding the original delivery fee and negating the pick-up fee as well. The pick-up has been scheduled for September 5, 2013 after which the full refund will be processed. We do regret losing Mr. [redacted]r and Ms. [redacted]’s business and hope to regain their trust in the future.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

I originally responded as I accept, but not sure why this did not go through, it could be because of the bad internet conection in Afghanistan. The furniture was picked up 05SEP13 as agreed upon. I was only refunded $1,377.64, which is not the original agreed upon return. Do I need to file another complaint?

CREDIT CARD STATEMENT RETURN OF FUNDS:

Account Number [redacted]

Merchant NameASHLEY HOMESTORE BELL [redacted] AZMerchant Phone Number Not Available Merchant Description Home Furnishings & Equipment Stores Trans. DateSep 8, 2013Posted DateSep 12, 2013Amount $1,377.64

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I

Regards,

Review: I purchased a dining room table and chairs on July 30, 2011. I purchased the 5 year warranty for which I paid an additional $129.99. I have had numerous problems with the table since purchase. When I originally went to the store to purchase the table, I explained that I have young children who use the table and that I need something strong and durable. The salesman told me this table I purchased would last for years and years. He said this was a great table for a family, the kids could do their homework on it, do basically anything to it, and it would remain in great condition. He got a piece of paper and wrote on the table to show me how durable it was. He said it would be a great idea to buy the 5 year warranty because it would cover against everything for 5 years. He stated that Ashley has a "no questions asked policy" and if my table could not be repaired it would be replaced, for 5 years. I have had issues with the surface of my table scratching since I first got it. I have called in numerous times and have had it repaired on multiple occasions. The first time they suggested a table cloth or placemats. I tried both and it still kept getting scratches. We don't use the table for anything, except to eat. I recently called for service, due to the same issue. When the tech came to repair it, he told me he would not repair it because it had too many scratches. I told him it has been an ongoing issue with this table since I got it. He said I needed to talk to customer service and they would be able to help me. The manger at customer service was less than helpful. She was very rude and had a complete disregard for anything I had to say. She said she would send someone out to fix it one time. When the man came to fix it he told me I had to sign a waiver stating that this one time repair would void my warranty and they would never do service on my table again. I refused to sign and he left without repairing it and I was supposed to speak to the manager again. This time the manager called and spoke to my husband and told him she was marking in her system that my warranty was now void and I will never receive service on my table again. She has no right to cancel a warranty that I paid money for and that still has 3 years left on. Everyone I have spoken to has been completely unconcerned about my problems. I called the corporate office and they gave me a number to call to speak to the owner of the store. When I called the number and asked for the owner they laughed at me and told me I could not speak to the owner. This is the worst and most ridiculous "customer service" I have ever had to deal with. I feel I have been completely misled, lied to, and made to believe I was getting something that I did not get. I have no intention on EVER doing business with Ashley again.Desired Settlement: I want the "courtesy" repairs done on my table that I was promised as well as the money back that I paid for this warranty, since it is not being honored anymore.

Business

Response:

July 6, 2013

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] concerns.

Ms. [redacted] original delivery occurred on July 29, 2011. Since that time, we have exchanged her table once and she has had seven service appointments for multiple scratches, each time. Unfortunately, the damage to Ms. [redacted] table is too extensive for a courtesy repair and is considered misuse, rather than a situation caused by a single accident or incident, and is not warrantable.

We have provided Ms. [redacted] with an explanation of the extended warranty. We are also voiding and issuing a full refund for the warranty. We do regret Ms. [redacted] has been dissatisfied with her furniture. She has been provided with a contact name and number for any further questions.

Regards,

Executive Assistant

Ashley Furniture Homestore

[redacted] W. Bell Road, Suite B

Glendale, AZ 85308

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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This location has no problem selling items that they cannot furnish on the spot. I paid cash for a livingroom set and a twin sized mattress and was told that the soonest I could pick up my merchandise was eight days later. I am unaware of any other business that can sell items that it does not have.

Review: I bought bed, two night stands and a couch through Ashley furniture and paid $3500.00. They did not have night stands in stock so they asked me to pick them up, which is some what okay if they not is stock they should have had a second delivery for night stands, but that okay. However all of the bedroom furniture peases where damaged, which it happens but most of the furniture companies just replace them with new, not the case with Ashley furniture, what they do is send their tech out to fix it, which I don't want my brand new furniture to bo fixed the only time I am okay if its fixed if I used it and it broke due to the poor manufacturing, I told them I don't want you to fix my furniture I want new not damaged because that't what I paid for, which they said that's now how it's work with Ashley, which I said that I want to return my furniture and have my money refunded which for some reason I can't do that either. At this time I't stuck with broken furniture, I already had techs come out three times and still my furniture is not fixed, what I want now is to return their furniture and get my money back. This is a scam they sell broken used furniture like a new one and it's not cheep either. I mean the furniture is cheap but the prices are not. Please help me to resolve this issue.

ThanksDesired Settlement: I want them to come and get their furniture and return my money I also want them to return my delivery charges and I wish they can also pay for the time that I waisted with them, I had to take time off to have furniture delivered also had to make changes to my plans in order to their techs to come and do what they need to do.

Business

Response:

Thank you for contacting Southwestern Furniture of [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] original delivery occurred on June 24, 2014. At the time of delivery, she reported a service issue with her bed rails. On July 4, 2014, our service technician determined Ms. [redacted] rails were damaged beyond repair and should be replaced. An incorrect model number was used for Ms. [redacted] rails and our attempt at replacement had to be refused. On July 19 2014, Ms. [redacted] storage bed rails were replaced with the correct model. Prior to her bed issue being resolved, on July 7, 2014 Ms. [redacted] picked up two nightstands she had purchased. Once she inspected them at home, she found the nightstands were scratched. Ms. [redacted] replacement nightstandswere delivered at no charge on August 9, 2014. Ms. [redacted] has been contacted by our Customer Care department. We sincerely regret the multiple service issues she endured and hope she is now able to enjoy her furniture. Ms. [redacted] has been provided a contact name and number for any future concerns. [SB1] Regards,[redacted]Executive Assistant

Review: I purchased furniture amounting to over 4k from Ashley furniture. Furniture included Queen size bed, mattress, boxsprings,dresser mirror, 2 night stands, sofa, loveseat and coffee table. The furniture was delivered with no issues. I noticed that the mattress and the couch started to sink in when I sit/lay on it. I have been getting some back pain as well and hip pain due to this. I'm not a big person so I know it's not my weight causing this. I called Ashley furniture on April [redacted] and I was told it sounds like a defect. I was given a ticket number of [redacted] and was told technician will call me back asap. I never got that call back. I called the store I bought the items from and spoke to [redacted] He was very nasty and rude and said that he could not help and I had to keep calling the customer service number. I called the customer service number several times but I'm always put on hold. I'm finally able to reach someone on 5/**/14 which is over 2 months that I reported this defect. I spoke to [redacted] who said the technician will call me back Tuesday 5/**/14. I cannot seem to get anyone to do their job.Desired Settlement: It does not seem as if they want to do anything about the product. I would like the furniture taken back and all my money refunded. This is affecting my health. The bill has been paid in full. Thank you!

Business

Response:

To Whom It May Concern:

Due to an upgrade of our email system, I was unaware of this complaint until recently. The issue is that the customer stated that the mattress in his home is defective. As part of the service process, we requested pictures from the customer. We asked for these pictures on May [redacted], 2014 and never received them. Please have the customer send in the pictures as requested and we can assist him further.

Thank you,

Consumer

Response:

I called and notified Ashley that I am unable to take pictures of the product as I do not know exactly what they are looking for. A technician should come out to inspect the product. I am at home Monday to Friday after 5pm and available weekends for someone to come in and inspect the product.

Someone needs to come in and take a look at the mattress asap!

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:

[Your Answer Here]

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

Sincerely,

Consumer

Response:

I am available Monday to Friday after 5pm and weekends I can be available on Saturday and Sunday anytime. The furniture was delivered to me on a Saturday and accomodations were made due to my work schedule. I dont know why those accomodations cannot be made now. This is a long drawn out process when my bill is completely paid for. I regret every buying anything from this store and will not be going back and will advice anyone I know not to shop there.

I cannot afford to take a day off or leave work early. What are the next steps. I would hate to retain an attorney for something I did not do.

Thank you!

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:

[Your Answer Here]

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:

Ashley Furniture HomeStore values our customer's time and understand the constraints of the customer's work schedule. Our technicians try to schedule their day geographically. We can try to accommodate the customer's schedule, but it truly depends on the geographic route of the day. Please contact us and we will try our best to work with the customer.

Thank you,

Bait & Switch: sofa for sale. Stand out in the cold for an hour at Midnight, get in the store & [redacted], Sales Mgr says there are none left. Could have put in the ad ONLY 10 per store. Instead, waste over an hour of my Thanksgiving for nothing. Sales Mgr [redacted] was indifferent at best and angry for people asking for what Ashley Furniture put out for sale. Very unprofessional.

Review: I purchased a complete bed set from Ashley Furniture store in [redacted] on December **, 2012. I was told that the bed would last me at least 10 years. I paid a few thousand dollars for this bed. It has been less than 2 years and the bed is squeaking and it sinks in the middle. I wake up with back pain every morning. I called the store and they told me to call customer service, which I did. I was told that I had warranty on the bed but before they could help I would need to perform a 'test' with a broomstick. Since my husband was home, I asked him to call and have them instruct him what test he needed to do. However, the agent he spoke with told him that our warranty had expired a year ago and they could do nothing to help. I called them back and another agent said that she would call the store in [redacted] to see what could be done! She came back and said they would not do anything since the warranty had expired. I was deliberately not told about any extended warranty when I purchased the bed. I never expected to have problems with the bed less than 2 years. I am dissastisfied and disgusted with Ashley Furniture and I would never purchase another item from them.Desired Settlement: I would like them to replace the defective mattress that I have.

Consumer

Response:

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

Sincerely,

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:

[Your Answer Here]

[redacted] is a LIAR!! I NEVER said the mattress was uncomfortable!! I said the mattress SQUEAKS and it SINKS in the middle!!! Therefore, it causes DISCOMFORT and PAIN!! I was NOT GIVEN THE CHOICE OF EXTENDED WARRANTY!!! Please get your facts straight!! This store is a RIP OF! I will NEVER purchase anything from them EVER AGAIN!!!

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:Ashley Furniture HomeStore apologizes for any inconvenience that [redacted] has endured. The bedding that the customer purchased from our store is still covered under the manufacturer warranty. The manufacture warranty covers manufacture defects only. At this point, the best resolution would be for a trained Certified Specialist to evaluate the bedding and determine if the issue is a manufacturing defect. Please have [redacted] contact our customer care department to schedule an appointment with our technician.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 PENDING the replacement of a new mattress!

Sincerely,

P.S. I will call to schedule an appointment but this is not resolved UNTIL Ashley Furniture Store has replaced the mattress! Thanks!

Review: The first part of our purchase was delivered on November 13, 2015. During setup I noticed a snag in the material in two of the chairs and pointed this out to the delivery person, letting him know to take them back. After much mumbling he indicated if he took those two he would have to take the whole set. As it turns out, that's exactly what I should have had him do. However, he assured me he was making a note of it and would send "Service" out to look at it. He also clearly stated that in most cases they usually just bring two replacement chairs anyways so I agreed to sign. He also clearly stated that I would receive a phone call from dispatch within 15 minutes, a call that never came. I received a call the following day to set up delivery of another part of our purchase. While I had them on the line I inquired why I never received a call regarding the chairs and what the status was. Naturally, the girl knew nothing about it and said there were no notes in the file and no service scheduled for us. Now I was furious, demanding to speak to a Supervisor. After waiting 5 minutes I hung up. I received a phone call back from the original girl, NOT a Supervisor, indicating they will replace the cushions only. Again furious, I am demanding the chairs be replaced, but STILL have not heard a word from them. Fast forward to today when the media center is delivered and sure enough there is a problem with it as well and this driver gives me the same song about sending Service out and someone will call within 15 minutes. As I type this it's been nearly an hour and......nothing. So we've spent over $2500 on furniture only to have Ashley send damaged goods out to us with a "promise" that they will address the issues.Desired Settlement: I want Ashley to schedule someone to come pick up all that they have delivered so far and refund my purchase.

Business

Response:

December

1, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street Phoenix,

AZ 85014Re: [redacted]

# [redacted]Thank you for contacting Southwestern

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

you have notified us regarding Mr. [redacted]’s concernsMr. [redacted]’s original delivery

occurred on 11/13/2015. Upon delivery Mr. [redacted] had reported a snag in the

cushions on 2 of his barstools which were photographed by the delivery team at

the point of delivery. Unfortunately that information had not reached our

customer service department at the point of delivery to speak with Mr.

[redacted] regarding the concerns. Mr. [redacted] had an additional delivery on

11/18/2015 and had reported challenges with the item delivered on that day as

well. As per the company policy once Mr. [redacted] had signed for the delivery

of his goods they were at that point subject to in home repair prior to the

authorization for any type of replacement. Mr. [redacted] had contacted our

customer service department on 11/14/15 to report the challenges with the

original delivery at which point he had been advised that we could order

replacement parts for installation which Mr. [redacted] did not agree with and

had requested a replacement. We had received Mr. [redacted]’s

correspondence from the Revdex.com on 11/19/2015 and was contacted

by our Customer Service Management team and it was agreed to deliver

replacement pieces as per Mr. [redacted]’s request to appease the concerns. Mr.

[redacted]’s replacement pieces were delivered on 11/28/2015 with no reported

challenges. Our Customer Service Management team did place a follow up call and

have not received a response as of yet.We regret Mr. [redacted]’s situation

and he has been given the contact information of our Customer Service

Management team with any additional questions or concerns Regards,[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

Consumer

Response:

Good Morning,I have read the response and while most facts are correct, and I am more than a little taken aback by the condescending tone, most notably that you "agreed to deliver replacement pieces as per Mr. [redacted]’s request to appease the concerns". Appease my concerns? God forbid I should pay $2500 + and want my furniture to be free of defects, in new condition AND devlivered by honest people! The delivery people who came to switch out the damaged goods told us all we needed to know - they said they usually unload, assemble and have customer inspect everything PRIOR to taking it in the house. I asked why. Naturally they said it's a big time saver because of how much imperfect furniture they end up taking back. I told him I was not surprised in the least. As for "not hearing back" from me, I did in fact leave a message for Chris H[redacted] on 12/4/15 indicating that although the replacement pieces were delivered, we are still expecting the remaining pieces of the bedroom set (mirror and bed) to be delivered on 12/8 and will be in contact after that. Now that I know how Ashley works I will inspect those pieces outside prior to proceeding. Thanks, [redacted]

Business

Response:

December

12, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street Phoenix,

AZ 85014Re: [redacted]

# [redacted] RebuttalThank you for contacting Southwestern

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

you have notified us regarding Mr. [redacted]’s concernsWe received Mr. [redacted]’s

correspondence from the Revdex.com on 12/7/15 stating that he was

taken back by our previous response. We regret that Mr. [redacted] felt that our

response was condescending in any way. Our original response had been submitted

to the Revdex.com prior to receiving Mr. [redacted]’s voicemail

message. We did confirm that Mr. [redacted] has received his merchandise with no

damages / defects present. Unfortunately our Customer Service Manager Mr.

[redacted] had worked with was out of the office upon Mr. [redacted] final

delivery and he had been contacted by our Lead associates and has been

compensated for the challenges with his purchase. Again we sincerely regret Mr. [redacted]’s

situation and that he felt that our response was condescending in any way. Regards,[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

Review: I bought furniture from Ashley Furniture at their new store in the [redacted] area off of ft.[redacted] and [redacted]. Of the pieces, the sectional was defective. Two pieces are in the process of being replaced and to be delivered Wednesday, 11/12. I pointed out to the technician that came to the house that something was wrong with the lounge. He proceeded to tell me it's normal. The lounge reclines, but has a lot of play that is not normal and leans to the left. It's uncomfortable to lounge in. I'd expect purchasing new furniture, that I'd receive new.. in-working order furniture. I want he lounge replaced. Another strange occurrence, in store the lounge was cushiony while being firm. Sitting on the edge, it sinks in two-to three inches. This did not happen in store, sitting on the lounge. Overall, I am very unhappy with customer service at Ashley Furniture, they disregard my complaints except the completely obvious - Broken recliner and corner piece.Desired Settlement: I would like them to honor what they imply on their website. They say they carefully build each piece, ensuring quality construction and workmanship. That is what I want delivered to my home.

Ashley's About Page " Furniture is our passion. Great product design doesn't end with a great sketch. We deliver style, quality and value every day.

Ashley Furniture does it all; we design, build, ship and deliver it to pass savings on to you. Our design and engineering teams are dedicated to creating furniture styles that will complement any decorating style. Ashley Furniture production teams carefully build each piece, ensuring quality construction and workmanship. Our furniture is carefully shipped to each Ashley Furniture HomeStore location using our own transportation fleet. We deliver value from our floor to the HomeStore to your door, every day.

State-of-the-art worldwide testing labs help bring quality & design to your home. We realize it is a privilege for our products to be invited into our customers' homes and we strive to exceed their expectations. State-of-the-art worldwide physical testing labs allow us to continually analyze the quality of our raw materials, construction methods and finished products. Ashley prides itself for always being on the cutting edge of casegood and upholstery technology. Finished products undergo extensive critical evaluations for durability, appearance; feel (hand) and overall performance.

We believe that we do more product testing and quality control than any other furniture company."

Business

Response:

Thank you for contacting Southwestern Furniture of[redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] original delivery occurred on October 31, 2014. On the day of delivery, Mr.[redacted] reported damage to his sectional. A service appointment was scheduled and occurred the following day on November 1, 2014. Our technician determined that the frame was broken on 2 pieces of his sectional and those pieces should be exchanged.

Mr. [redacted] contacted our Customer Service department on November 8, 2014, because he was under the impression a third piece of his sectional should be exchanged. He was advised that the technician found no defects on any other portion of the sectional. Mr. Hogan was contacted on November 9, 2014 by our Corporate Customer Care department and the additional piece to his sectional was exchanged.

Mr., [redacted] delivery occurred on November 12, 2014. He has been compensated for his experience and is continuing to work with our Customer Care team for any additional concerns. We regret that Mr. [redacted] furniture was damaged in any way and hope he is now able to enjoy his purchase.

Regards,

Executive Assistant

Ashley Furniture Homestore