Ashley Furniture Homestore

Deliveries do not come on time. All sales are final because of a warehouse liquidation which in fact is a lie. Customer service lacking! I will never shop there again!

Review: I had bought a bedroom set approximately 4 months ago at Ashley Furniture Store in [redacted], Nv. I had to drive up to [redacted] when my product came in to pick it up. I was told more then one time at the store that they had ordered the correct bed so I trusted that. I drove two and a half hours one way to pick up this bed along with another bed and matresses, when I got home I had found that they ordered the wrong bed, I then contacted Ashely Furniture Store and spoke with Ron the same person that sold me the bed he said that he would look into and contact me back, as of today that has never happened. I have called many different times to try and talk to the manager and I was put on hold for more than 15 minutes each time no one has ever tried to contact me in regards to this. I had gone back to Ashely Furniture Store again last month to buy a kitchen table set which I explained the whole situation to that sales person and she stated that she would get the manager after we purchased our table set to discuss the issue with my bed and that to never happened. I then explained to my mom what happened and she stated that she was sold the wrong bedroom set as well and nothing has ever been resolved with that either. I contacted the corporate office which they said it is an independently owned company therefore they could not help me but would forward this to the [redacted], NV Store. I find this very sad that after you purchase your furniture and may have an issue they wont even help you resolve the issue. I have spent around 4000.00 with this company and my mom spent around the same and both of our issues as of 07/08/2015 have not been looked at. I hope that this will bring attention to a situation that should be dealt with immediately.

Product_Or_Service: bedroom setDesired Settlement: DesiredSettlementID: Billing Adjustment

I think that I should get a credit due to the wrong furniture that me and my mother had got stuck with because you can never get any resolution with the store.

Business

Response:

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] concerns.Ms. [redacted] original purchase made on 02/15/2015 at our [redacted] Homestore location and picked up on 03/08/2015 Ms. [redacted] via our local distribution center. Ms. [redacted] stated that the merchandise received did not match what had been originally selected. We received Ms. [redacted] correspondence with the Revdex.com on 07/10/2015 and was contacted by our customer service management team. Upon speaking with Ms. [redacted] she has decided to keep the existing merchandise and has been compensated for the challenges.We regret the challenges that Ms. [redacted] has experienced and he has been provided with the contact information for our customer service management team to contact should she have any additional questions or concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I purchase a mattress at Ashley furniture about 9 months ago. I was very happy with the customer service when I purchase all my furniture at this place. I was promise if I ever had any problems with any of my iteams, that they were under warranty. I was told to contact customer service if anything was not working for us. My husband and I did started having back problems ever since we got our mattresses. I have call customer servise to complained and they did send a TECH, to view and messured our mattress. I explained to him that in order to feel the discomfort he would have to sleep on it 6 hours, he was laughfing at us. He said his not allowed to do that and that the messurements are good. It doesn't mean that we are not having back problems and this mattress drags me and my husbad to the middle. I was missed lead by the seller when he said it was under warranty, he had promise so many good things only to get a good sale. I am very dissapointed and would like a solution to this ASAP. No body in ASHLEY FURNITURE wants to be responsible for this mattress thats under warranty! as I was told if anything is wrong with it you call us and will give you a new one or your money back!Desired Settlement: I want to get a refund for my mattress or a replacement. I deserved better customer service.

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]’s concerns. Ms. [redacted]’s original delivery occurred on May 11, 2012. On October 4, 2013, Ms. [redacted] called our Customer Service department and reported that her mattress was sagging. On October 16, 2013, our service technician took measurements of Ms. [redacted]’s mattress and found the impression to be only ½”. Per the manufacturer (Simmons), body impressions up to 1.5” are considered normal and not a defect. This was explained to Ms. [redacted] and we offered to schedule an appointment with a different technician to take another measurement. Ms. [redacted] declined this offer. On October 26, 2013 our Corporate Customer Care department spoke to Ms. [redacted] and did schedule a second service appointment for November 8, 2013. We will continue to follow up with Ms. [redacted] and work with her within the guidelines of the Simmons warranty. Regards, [redacted]Executive AssistantAshley 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.

My husband and I are very disappointed and mislead by Ashley furniture for less. We were never told about the limitation or any measurements that needed to be done for us to claim any warranty. We were promise that if we had ANY PROBLEMS with our products that Ashley Furniture was going to be fully responsible. We were told by the sales men, that if we had any problems Ashley furniture would replace our product for a new one. I was lie to, I should be reimbursed for the full amount, since it looks to me that no matter how much we are unsatisfied with our mattress Ashley furniture is not willing to complied with their promises. No body reads the entire warranties when purchasing, there for I don’t think a sales man should lie to the customers about a false warranty. I did not think that, I was going to have to go through all this Hassel and is very degrading how a company can lie and get away with this. I agreed for Ashley Furniture to come again to inspect my mattress, but if they are only going to measure the mattress, how I’m going to prove my husband and my back pains . You have to sleep on it for 6 hours and get up from it to experience the back pain. If I had known that my husband and I were going to have tremendous back pain from this mattress; I would not had purchase from this company. I am a very good customer, I have paid every payment on time. I deserved better treatment. Regards,

Review: I purchase an 3 piece leather living room set from Ashley furniture. I was offered an warranty by the sales rep, which he stated would cover any type of damage to our furniture. Even if our dog was to tear the couch, the warranty would cover it. So I went ahead and got the warranty. At no point did they tell me that if I fail to moisturize the couch that the warranty would be invalid. Now less than 3 years later, my leather couch is starting to peal, and an tech from Ashley just left my home and told me that they will not replace or repair my couch due to me failing to moisturize it.

I would advise anyone to not purchase an warranty from Ashley furniture. There warranties are not clear.Desired Settlement: Either a refund of the warranty or replacement of the leather couch.

Business

Response:

October 17, 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 April 28, 2010. On September 22, 2013, Mr. [redacted] reported a tear on his sofa and a service appointment was scheduled for October 8, 2013.

At the time of service, our technician determined the damage on Mr. [redacted]’s sofa was excessive and occurred as a result of a lack of maintenance. Mr. [redacted] has advised us the terms of his extended warranty were not explained to him at the purchase. He was contacted on October 9, 2013 after his service appointment by our Corporate Customer department. We are replacing the damaged area of Mr. [redacted]’s sofa and will continue to follow up with him to confirm his satisfaction. Mr. [redacted] has been provided a contact name and number for any further concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: My son purchased this alleged leather (I say alleged because I never heard of wiping something off the surface and the surface gets wiped off together with the spill) loveseat and sofa on 5/11/12. He also purchased a 5 year coverage plan leather warranty for 169.99. The salesman told him and my wife that the warranty covers everything from top to bottom NO MATTER WHAT. The salesman knew we had small dogs and said all the more reason to get this warranty. We had a spill on the sofa about 6 months ago and the repairman came to fix the problem. He had a bad attitude and said at the time that spills were not covered and he would repair it "as a courtesy". My wife recently spilled something on the sofa and the same obnoxious repairman came out again. This time he refused to fix the problems and said "these are scratches and the whole sofa has them and it's not covered under the warranty". He also stated that this damage was caused by dogs urinating which is not the case since they go outside to do so. We got infuriated and threw him out. On the sales slip it shows that we paid for the five year warranty. Nowhere does it show any warranty information. Why would we purchase a 5 year warranty that doesn't cover everything "from top to bottom" like the salesman (identified on the sales slip as "G62) said? This warranty is a scam and a fraud. We called their so-called customer service( they don't know the meaning of customer service) number and were told the manager would call us. Needless to say, just as we knew, nobody called us back. This company fraudulently misrepresents their product and warranty. After they get their money they wash their hands of any responsibility. They include a kit that is used to protect the product and we have refilled this protectant twice and have used it to cover the entire surface.Desired Settlement: Not only do I want this repaired immediately, but I do not want this unprofessional and deceitful repairman at our house again. In the meantime I will be contacting the Attorney Generals office (both here and everywhere this crooked company has offices, the Ashley Furniture Corporate Executive(s), any and all related Consumer Affairs as well as television stations to expose this fraud being perpetrated on us as well as other unsuspecting consumers.

Business

Response:

September 2, 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 May 20, 2012. On January 2, 2013, Mr. [redacted] reported there was vomit on his loveseat. A service appointment was scheduled for January 15, 2013. Our service technician found scratches on the loveseat and made repairs but determined the repairs were done as a courtesy.

On August 6, 2013, Mr. [redacted] reported a drink being spilled on his loveseat. A service appointment was scheduled for August 20, 2013 since the issue is covered under the terms of the extended warranty. The technician found there to be scratches on the loveseat again, not related to a specific accident or incident and advised that repairs would not be covered by warranty.

Mr. [redacted] was contacted on August 24, 2013 by our Corporate Customer Care department and we have offered to replace the loveseat. Mr. [redacted] has been educated as to the terms of the extended warranty and has been provided a contact name and number for any future concerns. The delivery of his replacement loveseat is scheduled for September 12, 2013. We will continue to follow up to confirm the delivery is successful and Mr. [redacted] is satisfied.

Regards,

Executive Assistant

Ashley Furniture Homestore

Business

Response:

September 2, 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 May 20, 2012. On January 2, 2013, Mr. [redacted] reported there was vomit on his loveseat. A service appointment was scheduled for January 15, 2013. Our service technician found scratches on the loveseat and made repairs but determined the repairs were done as a courtesy.

On August 6, 2013, Mr. [redacted] reported a drink being spilled on his loveseat. A service appointment was scheduled for August 20, 2013 since the issue is covered under the terms of the extended warranty. The technician found there to be scratches on the loveseat again, not related to a specific accident or incident and advised that repairs would not be covered by warranty.

Mr. [redacted] was contacted on August 24, 2013 by our Corporate Customer Care department and we have offered to replace the loveseat. Mr. [redacted] has been educated as to the terms of the extended warranty and has been provided a contact name and number for any future concerns. The delivery of his replacement loveseat is scheduled for September 12, 2013. We will continue to follow up to confirm the delivery is successful and Mr. [redacted] is satisfied.

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.

Regards,

The replacement of the loveseat is satisfactory. However, the rest of their response is TOTALLY unsatisfactory. They are completely trying to hide the issue that we paid extra for a full "Top to Bottom" all inclusive warranty. So when their incompetent and deceitful so-called technician comes to the house twice and says nothing is covered and refuses to honor their warranty, this indicates to us that this is a crooked company that sells useless warranties. As proof of this, this five-year warranty and what it covers is not found anywhere in our paperwork. On the sales receipt it simply says" Leather Warr. Sofa and Lov 5 Year Coverage Plan". If this was a legitimate company and not a fraud, all of this would have been detailed. Therefore, they will be dealt with to the full extent of the law. This will include, but not be limited to the following:Contacting all relevant [redacted] offices, the [redacted], Consumer Affairs agencies, a class action lawsuit, executives of this thieving company ( we have the ability to get their names and addresses for subpoenas), television stations, websites such as Pissed Consumer that spread the word NATIONWIDE to consumers that detail very bad experiences consumers have had with companies such as Ashley Furniture which has the effect of informing other unsuspecting consumers not to buy their furniture through this company. We were told by their salesman that "everything" is covered by this 5-YEAR warranty and it will be. Should they try to weasel out of their responsibility by making itic remarks such as scratches, vomit and spills are not covered, it will tell us that they are challenging us to a war. Should they decide on this foolish course of action, then I must inform them of the following: We have had similar problems with much larger companies such as Lowes, Whirlpool and AT&T. In ALL cases we have prevailed. If they insist on pursuing this antagonizing, fraudulent and arrogant effort, it will be at their own peril and we will do whatever is necessary to put them out of business PERMANENTLY! If I get another stupid response like the first one, I will immediately begin the abovementioned responses to their assault on my intelligence. I want a WRITTEN statement from the company that says what the salesman told us "We will cover everything from top to bottom for five years regardless of what it is". Since we have had to go though this, we will NEVER again buy anything from such a lousy, crooked company and this statement will be included in bad press they will be getting on the internet and other media.

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.

Regards,

The replacement of the loveseat is satisfactory. However, the rest of their response is TOTALLY unsatisfactory. They are completely trying to hide the issue that we paid extra for a full "Top to Bottom" all inclusive warranty. So when their incompetent and deceitful so-called technician comes to the house twice and says nothing is covered and refuses to honor their warranty, this indicates to us that this is a crooked company that sells useless warranties. As proof of this, this five-year warranty and what it covers is not found anywhere in our paperwork. On the sales receipt it simply says" Leather Warr. Sofa and Lov 5 Year Coverage Plan". If this was a legitimate company and not a fraud, all of this would have been detailed. Therefore, they will be dealt with to the full extent of the law. This will include, but not be limited to the following:Contacting all relevant [redacted] offices, the [redacted], Consumer Affairs agencies, a class action lawsuit, executives of this thieving company ( we have the ability to get their names and addresses for subpoenas), television stations, websites such as Pissed Consumer that spread the word NATIONWIDE to consumers that detail very bad experiences consumers have had with companies such as Ashley Furniture which has the effect of informing other unsuspecting consumers not to buy their furniture through this company. We were told by their salesman that "everything" is covered by this 5-YEAR warranty and it will be. Should they try to weasel out of their responsibility by making itic remarks such as scratches, vomit and spills are not covered, it will tell us that they are challenging us to a war. Should they decide on this foolish course of action, then I must inform them of the following: We have had similar problems with much larger companies such as Lowes, Whirlpool and AT&T. In ALL cases we have prevailed. If they insist on pursuing this antagonizing, fraudulent and arrogant effort, it will be at their own peril and we will do whatever is necessary to put them out of business PERMANENTLY! If I get another stupid response like the first one, I will immediately begin the abovementioned responses to their assault on my intelligence. I want a WRITTEN statement from the company that says what the salesman told us "We will cover everything from top to bottom for five years regardless of what it is". Since we have had to go though this, we will NEVER again buy anything from such a lousy, crooked company and this statement will be included in bad press they will be getting on the internet and other media.

Business

Response:

September 16, 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 May 20, 2012. On January 2, 2013, Mr. [redacted] reported there was vomit on his loveseat. A service appointment was scheduled for January 15, 2013. Our service technician found scratches on the loveseat and made repairs but determined the repairs were done as a courtesy.

On August 6, 2013, Mr. [redacted] reported a drink being spilled on his loveseat. A service appointment was scheduled for August 20, 2013 since the issue is covered under the terms of the extended warranty. The technician found there to be scratches on the loveseat again, not related to a specific accident or incident and advised that repairs would not be covered by warranty.

Mr. [redacted] was contacted on August 24, 2013 by our Corporate Customer Care department and we have offered to replace the loveseat believing there was a miscommunication between our technicians and Mr. [redacted].

Mr. [redacted]’s exchange occurred on September 12, 2013 without incident. Mr. [redacted] has been explained the terms of the extended warranty and has been provided a contact name and number for any future concerns. The written warranty has been attached to this correspondence.

Regards,

Executive Assistant

Ashley Furniture Homestore

Business

Response:

September 16, 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 May 20, 2012. On January 2, 2013, Mr. [redacted] reported there was vomit on his loveseat. A service appointment was scheduled for January 15, 2013. Our service technician found scratches on the loveseat and made repairs but determined the repairs were done as a courtesy.

On August 6, 2013, Mr. [redacted] reported a drink being spilled on his loveseat. A service appointment was scheduled for August 20, 2013 since the issue is covered under the terms of the extended warranty. The technician found there to be scratches on the loveseat again, not related to a specific accident or incident and advised that repairs would not be covered by warranty.

Mr. [redacted] was contacted on August 24, 2013 by our Corporate Customer Care department and we have offered to replace the loveseat believing there was a miscommunication between our technicians and Mr. [redacted].

Mr. [redacted]’s exchange occurred on September 12, 2013 without incident. Mr. [redacted] has been explained the terms of the extended warranty and has been provided a contact name and number for any future concerns. The written warranty has been attached to this correspondence.

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.

Regards,

The document (Leather Warranty) that I obtained from you, the Revdex.com, is the first time that I have seen this. This did not come with our purchase. In reviewing this document, there are several problems. There are coverages listed that are in direct contradiction to what we were told at the store by the salesman This document has numerous exclusions which by their nature means "NOT COVERED". NOT COVERED in the English language does not mean " Everything is covered from Top to Bottom".

When their crooked and incompetent so-called technician came to the house and twice said "urine is not covered, vomit is not covered, spills are not covered, scratches are not covered" then this tells me that this fraud of a company is trying to hide from their responsibilities behind all manner of exclusions. When they said that this was somehow communicated to me when the new loveseat was delivered, that is also a lie. Nothing was ever said to us since we first bought this last year other than what the salesman told us. Since they obviously think they can play games with me, I will have the distinct pleasure of enlightening them. There will be no further communication with the Revdex.com. I thank you for your efforts but I will now be escalating this so that I and other customers are not subjected to devious and unscrupulous frauds like this. None of this would have transpired if their "technician" would have simply repaired the loveseat, instead of aggravating us by refusing to honor their so-called top to bottom warranty.

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.

Regards,

The document (Leather Warranty) that I obtained from you, the Revdex.com, is the first time that I have seen this. This did not come with our purchase. In reviewing this document, there are several problems. There are coverages listed that are in direct contradiction to what we were told at the store by the salesman This document has numerous exclusions which by their nature means "NOT COVERED". NOT COVERED in the English language does not mean " Everything is covered from Top to Bottom".

When their crooked and incompetent so-called technician came to the house and twice said "urine is not covered, vomit is not covered, spills are not covered, scratches are not covered" then this tells me that this fraud of a company is trying to hide from their responsibilities behind all manner of exclusions. When they said that this was somehow communicated to me when the new loveseat was delivered, that is also a lie. Nothing was ever said to us since we first bought this last year other than what the salesman told us. Since they obviously think they can play games with me, I will have the distinct pleasure of enlightening them. There will be no further communication with the Revdex.com. I thank you for your efforts but I will now be escalating this so that I and other customers are not subjected to devious and unscrupulous frauds like this. None of this would have transpired if their "technician" would have simply repaired the loveseat, instead of aggravating us by refusing to honor their so-called top to bottom warranty.

Review: IM purchased a mattress from Ashley on 7/2/13 and received it on about 7/6/13. about 7/16/13 I wanted to put a bed ruffle on the bed and placed the bed on its side. When I stood the bed on its side and whatever materials are inside mall fell to thr bottom.

I called Ashley, they had a technician come out and they told me that nthe mattress has polyfill in it and it shifts around. What?? I paid $531.00 for some defective mattress.....

I was told today by customer service that I am out of luck, eventhough the mattress is not even a month old.

I will never purchase anything else from Ashley, because they sell defective merchandise.Desired Settlement: Ashley informs the consumer on mattress purchases what is inside the mattress..

Business

Response:

August 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 **. [redacted]’s concerns.

**. [redacted]’s original delivery occurred on July 5, 2013. On July 20, 2013, **. [redacted] reported what she believed to be a defect with her mattress and a service was scheduled for August 1, 2013. Our technician was not able to find a measureable impression on the mattress (which as determined by the manufacturer is a body impression of 1.5 inches or greater). **. [redacted] disagreed with these findings and a second opinion with a different technician has been scheduled for August 7, 2013.

On August 4, 2013, **. [redacted] was contacted by our Corporate Customer Care department and explained that comfort level is subjective and not warrantied but that we will continue to follow up to discuss the technician’s findings. **. [redacted] has been given a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a bed from Ashley Furniture that was delivered March 19, 2014. After having it 16 hours and sleeping on it one night, the bed was very uncomfortable because I felt coils going into my side and back as I laid on it. I called Ashley that morning and was told they could not take the bed back. They said they would send somebody out on April 5th, two and a half weeks later, to check the bed for defects. I told [redacted], the store manager, I had asthma and the coils were going into my side. He said all he could do was wait for the person to come out and check the bad.Desired Settlement: I want Ashley Furniture to come pick up the bed and refund the credit card my grandfather used to purchase the bed. The total amount is $596.45.

Business

Response:

April

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 Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on

March 19, 2014. On March 20, 2014, Mr. [redacted] contacted our Customer Service

department and reported his mattress was uncomfortable and he could feel the

coils. Mr. [redacted] asked to return the mattress but was advised there is not a

return policy on mattresses.

Mr. [redacted] is scheduled for a service

appointment for April 5, 2014 at which time our service technician will inspect

the mattress for defects. As per the Simmons warranty, a defect is considered a

body impression of 1.5” or greater. Mr. [redacted] has been provided a copy of the

Simmons warranty and will be followed up with after his service appointment. He

has been given a contact name and number for any further questions.

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.

Regards,

[redacted] has not returned my call regarding the return and/or exchange of my mattress.

Business

Response:

April

11, 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 Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on

March 19, 2014. On March 20, 2014, Mr. [redacted] contacted our Customer Service

department and reported his mattress was uncomfortable and he could feel the

coils. Mr. [redacted] asked to return the mattress but was advised there is not a

return policy on mattresses.

Mr. [redacted] is scheduled for a service

appointment for April 5, 2014 at which time our service technician will inspect

the mattress for defects. As per the Simmons warranty, a defect is considered a

body impression of 1.5” or greater. Mr. [redacted] has been provided a copy of the

Simmons warranty.

Mr. [redacted]’s service occurred on April 5,

2014. Our technician was not able to find a defect or measureable body

impression. Mr. [redacted] has since been contacted by our Corporate Customer Care

department and we have authorized him for a reselection on his mattress. Mr.

[redacted] will be returning to our store to choose a new mattress and has been

given a contact name and number for any further concerns.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Review: I purchased a sofa, loveseat, dinning set, and extra chairs. I paid for the extended warranty for the couch and loveseat due to the cost. In hopes that the sofa set would last. The sofa and love seat has begun to peel like a snake. I went into the store 08/15/2016 to talk about my options. I asked the store employee to look up my warranty. He informed me that he couldn't locate a warranty for me. I asked him to ask his manager. She (the manager) informed me that there were two options 1. the warranty is expired, or 2. since the store was bought by another company and they were clearancing out the store the warranty is gone. I asked him to note my account because I was sure I purchased a warranty. I spoke with customer service [redacted] in January 2016 and was informed that their was no warranty for me. I am so disgusted with the way that the couch is peeling so I called today [redacted] March 2016 and was informed that I did indeed have a warranty and it expired October 2015! I asked if she could have someone at least look at the couch since it hadn't be damaged it was defective. Both the love seat and sofa are peeling. She explained that this has happen before but the was nothing that she could do to help me. I was in the store asking for support before the warranty expired and no one helped no that it is expired they can see my warranty. This is so unfair. I purchased this set hoping that it was quality.Desired Settlement: repair, replace, or refund

Someone from Ashley to help me because the set is defective and should not be peeling.

Review: I purchased furniture in December and decided to get a refund on two bunk beds that were still in the warehouse. I provided my receipts, and had my identification. My original debit card has since been closed due to the target security breach, so I no longer have the original debit card used to purchase the bunk beds. Upon speaking to a representative and the store manager [redacted] I was informed that they would not do the return because I no longer had the letter from Chase stating that my card was breached. I have reviewed the return policy over and over again and no where does it state I would need to bring in a letter from my bank, or that the original return method is the only way. They even refused to submit the exchange request to corporate office. The return policy states If you would like to return your furniture for any reason, it's not a problem Ashley Furniture Homestore, All you need to do is contact customer service within 72 hours of delivery or pick up for a full merchandise refund. They are not honoring there policy.Desired Settlement: I would like them to refund my money immediately, and change this ridiculous policy. I was embarrassed and angry.

Business

Response:

April

4, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re: [redacted]

#[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] purchased her furniture on

December 17, 2013 and set a pick up date of December 23, 2014. Ms. [redacted] did

not pick up her furniture and on March 28, 2014 elected to cancel her order. She

noted that the credit card she had used at the time of purchase was no longer

valid. The store manager asked Ms. [redacted] to provide a letter from her bank

substantiating that information prior to the refund being processed.

On April 4, 2014, Ms. [redacted] was contacted

by a member of the store management team and advised we would issue her refund

via check. We apologize for the delay in Ms. [redacted] refund and have provided

her with a contact name and number should she have any further concerns.

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Although, I have not been contacted by anyone on April 4th, or any other date I will accept the offer, provided that Ashley Furniture reconsider the ridiculous guideline of asking for a letter from an individuals bank account if the person has identification and receipts. We have already been victimized once, we don't need it again.

Review: We went to Ashley Furniture over Presidents' Day weekend. Part of their advertised "Doorbuster" special was a 70" [redacted] Aquos [redacted] TV for $999.99 with a purchase of more than $1500. We ended up spending $3000 on furniture and added the television for $999.99.

When we received our order several days later, they sent a base model [redacted] Aquos, not the [redacted] tv as advertised.

I called customer service the next day (Friday) who then told me I had to deal with the store, they couldn't help me. (Great "customer service".) I then called the store and was told they would look into it. Someone eventually called me back and asked for me to email a copy of my receipt. I immediately did this, as well as included a picture of the advertisement. My sales order and ad have the same stock number listed for the [redacted] TV.

No one called back. I called again on Sunday and was told they were looking in to it. No one called back. I called Customer Service again on Monday and was told my email was sent to the store manager, [redacted] and I needed to talk to him. I called the store to speak with [redacted]. I was told he was busy so I left my information and was told he would call me back. He didn't. I called Tuesday, the man on the phone was "checking the notes" on my account but there was no resolution or further notes on my situation. Oh, and [redacted] was off for the next two days.

They would not give me the name or number for anyone above [redacted] and they have still not called to fix the issue.Desired Settlement: I want the [redacted] TV that was advertised and I paid for. Or, I would like the value of the tv as listed on my receipt which is $6499.99.

Business

Response:

March 9, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re:

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] purchased

her furniture on February 16, 2014 and had a scheduled delivery date of

February 20, 2014. Part of Ms. [redacted] purchase included a TV featured in an

advertisement which compelled her to purchase. On February 21, 2014, Ms. [redacted]

realized the TV was not the one advertised. She contacted the manager of the

store where she purchased and was advised the TV would be corrected and she was

also returning 2 pieces of her sectional.

On March 3, 2014, Ms.

[redacted] again contacted the store where she purchased because her TV had not yet

been switched out. She spoke with a

manager who immediately corrected the situation and delivered the correct TV on

March 8, 2014. We regret this error and the delay in a resolution and have

apologized to Ms. [redacted] for this incident. She has been given a contact name

and number for any future concerns.

Regards,

Aimee

Mariani

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: A [redacted] mattress was purchased in November of 2012. The mattress has been uncomfortable to sleep on ever since we received it. Their is a lump running down the middle of the bed causing one side to sink lower than the other when sleeping on it. We have noticed bubbles in the fabric on the surface of the bed. We called Ashley right away to informed them of the problem. It took them almost a month for them to come out and inspect the bed. The person that came out measured how much the bed would sink when adding a weight to it. According to the person, it met the standards and no further inspection of the bed was done. We called again and complained and they sent out another person who conducted the same test. We asked them to lay on the bed so they could feel the difference from one side of the bed and the other. We were told they could not do that and no further action was taken by Ashley. We consulted with a friend who sells furniture and he believes there is a problem with the internal springs based on what we told him. We followed the guidelines listed on the product's warranty card to ensure we had the proper support. There is no reason for one side of the bed to sink more than the other. We are convinced that the bed was defective since we purchased it. We have since bought another mattress and box spring.Desired Settlement: We are requesting a refund of our purchase since the bed comes with a 10 year warranty or replacement of the mattress.

Business

Response:

August 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 Mr. [redacted]’s concerns.

Mr. [redacted]’s picked up his mattress from our warehouse on December 1, 2012. On January 5, 2013, Mr. [redacted] contacted our Customer Service department and reported his mattress was not comfortable. A service appointment was scheduled for January 30, 2013 and our technician was not able to find a measureable impression on the mattress. Mr. [redacted] disagreed with these findings and a second opinion with a different technician was scheduled for February 13, 2013. The second technician was also not able to detect a defect (which as determined by the manufacturer is a body impression of 1.5 inches or greater).

In July 2013, we were made aware that Mr. [redacted] remains unhappy with his mattress. He was contacted by our Corporate Customer Care department and explained that comfort level is subjective and not warrantied but that we would offer an exchange on his mattress as a courtesy. Mr. [redacted] has been given a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a living room from this location on 03/28/2010. I was told the couches have a 5 year warranty. They told him if I purchased a 5 year warranty any problem I had with the couch would be covered. I re-confirmed this with the sales representative and they said yes, any problem I had with the couch would be covered. I called the business on April 03, 2013 to schedule a service appointment. The business called me on April 13, 2013 and scheduled the service appointment for April 24, 2013. I requested to have a Spanish Speaking tech and told me one was not available, they would not send anyone or no one was available to speak to me in Spanish. When the tech. got there, my husband and son were there. They were told by the tech. the problem I had with my couch would not be covered under warranty because I did not properly keep my couches. I am a cleaning professional and know how to clean and maintain my couches. I was told b/c I did not use their product they would not cover the problem. I use a different product for the same purpose and should not make a difference of what brand I use. I have another couch which I clean with the same product and have not had an issue with tearing. I requested a call back from the owner and VP and was not give a call.Desired Settlement: I would like them to fix the couch as I have maintained the product per manufacture instructions. I have purchased other items from them and have never had a problem with them. I need to speak to someone about the issue. I would like for someone who speaks Spanish to call me.

Business

Response:

June 3, 2013 Revdex.com, Inc.Dispute Resolution Department4428 North 12th Street Phoenix, AZ 85014Re: [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate thatyou have notified us regarding Ms. [redacted]’s concerns.Mrs. [redacted]’s original delivery occurred on 04/10/2010. On 4/12/2013 Mrs. [redacted] contacted our Customer Service department to report that her sofa was peeling. She was unable to identify the cause of the incident so we scheduled an appointment with a service technician to review the concern and determine if the warranty claim was valid. On 4/24/2013 our service technician visited Mr. [redacted] and determined that the cause of the concern was due to a lack of maintenance on her merchandise in which Mr. [redacted] did sign their service work order stating that all services were completed as listed with no other notation of disagreement with the technician’s analysis. On 4/25/2013 Mrs. [redacted] was contacted by our customer service department to re-explain the terms in conditions of her extended warranty. We received Mrs. [redacted]’s complaint on 05/23/2013 in which we researched her account and determined that as a courtesy we would authorize a reselection of the merchandise that is presenting the concern. On 06/03/2013 we attempted to reach Mrs. Rubio via phone in which we were unable to contact her. She was sent the option of a reselection as a resolution to her concern via e-mail on 06/03/2013. Regards,[redacted]Executive AssistantAshley Furniture Homestore6910 W. Bell Road, Suite BGlendale, AZ 85308

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.

I, [redacted], write this letter as a response to Ashley

Company’s letter where they state I agreed to opt out of maintenance services

for my living room set. That is a lie, I did not sign anything, and they are

lying. 2 men came to my house but I wasn’t there yet. My son [redacted] opened the

door so they could work on the sofas and they told him that the warranty had

already expired and they gave him a paper as proof that they showed up and he

signed. They didn’t explain anything to him, they were there only 5 minutes, my

husband got home and they said they were already leaving and they didn’t leave

a copy of the paper.

On 04/25/2013 I called the company and visited the store.

The manager told me that the couches had to get fixed but nobody explained

anything about the 5 year warranty, I asked for help in Spanish but they called

me back in English. I asked the lady to have someone help me in Spanish but she

said there was no one available, I insisted and they hanged up.

After that day I haven’t received any phone calls, they have

my cell phone number [redacted]. They say they have tried to reach me but

that is a lie.

I need them to explain about the warranty because I am not

happy with the service they provided at the time of purchase. They offered a 5

year warranty that covers everything. Regarding maintenance, I am a

professional house cleaning person and I know what it takes to keep leather

sofas in good a condition, that’s why they can’t say I didn’t give them a

proper maintenance only because I didn’t use their maintenance product. I have

2 leather couches and only one is damaged. How would that be possible if they

didn’t get proper maintenance?

I want a clear explanation of the warranty I paid for. I

paid $199 for warranty for 2 sofas for 5 years. They sell with lies. If you

need to contact me my number is [redacted].

Ashley doesn’t hold responsibility for their sales.

Sincerely,

Regards,

Business

Response:

July 23, 2013 Revdex.com, Inc.Dispute Resolution Department4428 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. Mrs. [redacted]’s original delivery occurred on 04/10/2010. On 4/12/2013 Mrs. [redacted] contacted our Customer Service department to report that her sofa was peeling. She was unable to identify the cause of the incident so we scheduled an appointment with a service technician to review the concern and determine if the warranty claim was valid. On 4/24/2013 our service technician visited Mr. [redacted] and determined that the cause of the concern was due to a lack of maintenance on her merchandise in which Mr. [redacted] did sign their service work order stating that all services were completed as listed with no other notation of disagreement with the technician’s analysis. On 4/25/2013 Mrs. [redacted] was contacted by our customer service department to re-explain the terms in conditions of her extended warranty. We received Mrs. [redacted]’s complaint on 05/23/2013 in which we researched her account and determined that as a courtesy we would authorize a reselection of the merchandise that is presenting the concern. On 06/03/2013 we attempted to reach Mrs. [redacted] via phone in which we were unable to contact her. She was sent the option of a reselection as a resolution to her concern via e-mail on 06/03/2013. We attempted further contact with Ms. [redacted] on 06/05/2013, 06/06/2013 and 06/09/13 (original email attached) and have yet to hear back from her. Regards, [redacted]Executive AssistantAshley Furniture Homestore6910 W. Bell Road, Suite BGlendale, AZ 85308 From: [redacted] Sent: Monday, June 03, 2013 12:36 PMTo: '[redacted]Cc: [redacted]Subject: Ashley Furniture Ref #[redacted] Hello Mrs. [redacted], I am e-mailing you in response to your correspondence with the Revdex.com regarding the concern with your sofa. I have had the opportunity to review your account and as we do appreciate your concern I would like to clarify your manufacturer’s warranty as well as your extended warranty. Please see below for the terms and conditions of the manufacturer’s warranty as the concern that you have reported is covered for one year. As per the terms of the extended warranty it is limited to accidental occurrences and incidents. Also under the disclaimer of both warranties (manufacturer and extended warranties) all warranties become null and void in the event that cleaning methods other than recommended by the Ashley Furniture Homestores is used, which in accordance with your correspondence this is the case. As we do understand that you are a cleaning professional any methods used outside of the recommendation does void your warranty. As we do understand your concern and would like to assist you we will offer as a courtesy to authorize a reselection of the sofa to appease your situation. Under the terms and conditions of our reselection process you may visit the original location of purchase within 30 days of today’s date 06/03/2013 (our Avondale Homestore) and pick a different sofa. You will have the dollar amount of the original purchase price of the sofa ($561.49) to apply toward your reselection. In the event that your reselection exceeds the original dollar amount spent you will be responsible for the difference, or if the item reselected to is less than the original purchase price the difference will remain as In Store Credit to be used toward a future purchase. When arriving to the store location please see a Store or Sales Manager and they assist you with your reselection. Any implied warranties on your reselected merchandise will be valid from the original delivery date of said merchandise (04/10/2010). We feel that this resolution is more than fair to resolve your concern. Please feel free to contact me directly if you any additional questions or concerns. Manufacturer WarrantyLeather1 Year Limited WarrantyAshley Furniture Industries, Inc. warrants to you, the original retail purchaser, for a period of one year from the date of purchase, all leather to be free from defects in materials and workmanship, seam slippage, cracking, and dye transfers. Leather is a natural product, and, as such, each hide will reflect its own individuality. Some variations of shade and tone are to be expected as are the nicks, scratches, and wrinkles that only occur in genuine leather; these characteristics are in no way to be considered a defect. Ashley Furniture Industries, Inc. 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 Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. All ProductsThese Limited Warranties provide coverage to the original retail purchaser and do not apply to rented, business, commercial, institutional, or other non-residential uses. These Limited Warranties do not apply to (i) merchandise that was, at any time, used as a floor sample or display model, (ii) any merchandise purchased “as is” or second-hand, (iii) any merchandise purchased at a distress sale or a going-out-of business sale, or (iv) any merchandise purchased from a liquidator. All warranties, whether express or implied, cover only normal household usage. No warranty, express or implied, applies to any condition resulting from misuse, abuse, delivery or transportation damage, nor any condition resulting from incorrect or inadequate maintenance, cleaning or care. Warranty is null and void if furniture has been moved from original point of delivery to consumerThank you,[redacted]Customer Service ManagerAshley Furniture

Review: On December 11, 2015, my wife and I purchased 3 tables and an area rug and paid Ashley's Furniture $845.72 by debit card. We emphasized to the salesperson Racheal Q[redacted], that we needed the purchase before Christmas as we were entertaining. She told us all items would be ready for pick-up on December 16, 2015 and it also stated such on sales order 640383770. I phoned the store and spoke to Racheal on December 16th who informed me the area rug was not delivered from the warehouse. No one from the store informed me ahead of time. Racheal said it would be delivered for sure on or before December 22, 2016 and would call me when it arrived. I emphasized again that I needed it definitely on that date. Having not heard from Racheal, I called Ashey's Furniture on December 22nd ready to pick up my purchase. Racheal came back on the phone to tell me the area rug could not be delivered until February, 2016. I said that I would buy the one that was on the floor that we saw. She tried to steer me to other area rugs and told me to come in that she would give me a $100 discount coupon. I told her that the area rug we already purchased went perfectly with the tables. She continued to try and steer me to other area rugs. I then asked for a full refund and that I felt mislead and so did my wife. This was a colossal waste of our time when it didn't have to be. I spoke with both the store manager as well as the regional manager who were both rude; not caring whatsoever with the attitude that you're getting your money back, what else do you want.Desired Settlement: This sales person and store caused us unnecessary inconvenience and sold us items that they could not deliver and then lied about when it was ready to be picked up. They sold us an item that they knew would not be ready when we needed it just to make a sale. Had they told us the area rug would not be available until February, we would not have purchased the items. They had an obligation to either know or should have known when tall the items we purchased would be ready for pick-up instead of stringing us along hoping that we would continue to wait since the purchase was already made. I would first desire an immediate refund. Second, other customers who buy from Ashley's Furniture should be made aware of this company's sales tactics.

Business

Response:

January 7, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: Lawrence P[redacted] # 11012017 Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. P[redacted] concerns. Mr. P[redacted] original purchase was made 12/11/2015 and had been quoted a pickup date to receive his merchandise on 12/16/2015. Mr. P[redacted] had contacted the local store location prior to pickup to confirm that his merchandise had arrived and had been informed that unfortunately there had been a shipping delay on his order due to a complication with a third party vendor. Mr. P[redacted] had contacted our Customer Service Department on 12/23/2015 requesting to express his frustrations regarding his experience with the store location where his purchase was made. Mr. P[redacted] concerns were brought to the attention of the Regional Manager of that area who had contacted Mr. P[redacted] to apologize for his experience. Due to the delay in shipping Mr. P[redacted] cancelled his order and a full refund was issued. We regret the challenges that Mr. P[redacted] experienced and has since received a full refund. Regards, Renee L[redacted] Ashley Furniture Homestore [redacted]

Consumer

Response:

Renee L[redacted] of Ashley Furniture is NOT stating the complete truth. While the furniture purchased was scheduled for delivery to the store on December 16, 2015, when I phoned prior to visiting the store for pick-up, I was told by my salesperson that the delivery was delayed until December 23, 2016. I accepted that. Those things happen. When I phoned on December 23, 2015, I was then told by the same salesperson that the order wouldn't arrive until sometime in February, 2016. At no time did the salesperson, manager or other store representative have the courtesy to phone and advise me and my wife properly that the order would not be available until February when they first learned of this. Furthermore, why would they sell an item on the floor that they did not or could not get which should be accomplished by making a phone call? When the item was sold and it was represented by the store to me that the item would be delivered on December 16, 2015, why would they have not found out if the item could not be delivered as promised? What Renee L[redacted] and Ashley Furniture makes light of is that this customer RELIED on the store and the salesperson to deliver what was purchased. The purchase being refunded does not take away from the time and effort necessary to now have to look for new items to buy nor the inconvenience of having guests over for Christmas with furniture and a rug that was purchased and never delivered. In my opinion, Renee L[redacted] doesn't get that this customer was tremendously inconvenienced and that while we appreciate the refund, it doesn't begin to make up for Ashley Furniture's poor business practices or being inconsiderate to our needs.

Review: I am hoping you can assist me in any way possible. I am sadly having an issue witth Ashely Furniture on [redacted]

I went in there and purchased a temperpedic bed after many other trips to other stores. I dealt with the Dept Manager Jairo and the sales person was Kathy. I have also dealt with the actual store manager Augie who has treated me terrible. The following is the sequence of events from the date of purchase 10/13/15.

I have had severe back pain for several years, and I needed to purchase a new bed due to the mattress I had is about 18 years old and was causing me severe pain. I went for 2 weekends in a row to several stores and wound up purchasing at Ashely. Jairo convinced me this was the best decision for my issue and for the cost. What was of upmost importance to me, and it was addressed and clarified several times that I had a 6 month trial period, and that if it did not work out for me, I could exchange it with no issues, and is was clarifed there are no refunds, only exchanges, for which I had no problem with. I asked many times for written proof, he said it was on the website. He promised me, guaranteed me that there would be no issues if I needed to exchange it, after about 2 hours, he convinced me to purchase and I did.

I had my mother there, the sales lady Kathy who was a witness to the conversations and the promise made. After only 6 weeks, I went back and it has been a nighmare since. I waited about 20 minutes to be told they would exchange it but only the mattress not the bottom one that goes up...that has hurt my back and it is damaged, it does not go down all the way, and they are not willing to do anything about it. It is so bad, that it has caused the top mattress to bow. All managers were there, they supposedly contacted the regional office and Jairo told them he did promise me to exchange it with no issues, and they said no, only the top mattress. They told me to come back Wednesday because they were too busy since it was a holiday (Vet day), and they had alot of customers. That was wrong, and I told them so, I am still a customer, and they refused to help me. Jairo came over to me afterwards, and told me to come back Saturday, that he would personally right the wrong, and I trusted him.

I went in Thursday and Augie told me Jairo was not there, and would not be there, led me to believe he was not working there anymore, so I asked him to please help me, and he said he remembered me and walked over to the bedding department, but he gave me a negative attitude. I asked if the entire set would be exchanged and he said no. I told him that was not right, and I told him not only is it causing me more pain, but is damaged, he said we could put in a complaint and left it at that.

He already looked up my information, and told me "you can have this bed, but its no better than the one you have now"... the problem is the bed I was talked into getting is as hard as a rock, and the one he wanted to give me is the same bed, but amost 600 more. He said I have no other options. Jairo had told me to pick out the bed I want. and he would exchange it. Augie did not. The one I wanted would be about 2800.00 more the original amount of the top mattress. He already looked at my account and knew my limit would not be enough, and they will not consider any other beds. I knew at that point he was not willing to help me, so I left. Jairo had even given me his personal cell as a promise that he would help, so I texted him. He repsonded and told me to come back Saturday, but I became really sick, and texted him out of courtesy that I could not make it in, if we could meet another day. I have since then texted him about 5 times with no response, so I called him today.

I bluntly asked him if he was going to help me or not, he then said I was supposed to go in Satureday but he knew I was sick, and thats just life, and I asked him why he did not respond. He did not answer me, so I told him I was going to seek help if he was not willing to assist me as promised, he got upset that I would seek out help, so now he is not going to help me, that he was going to call corpoarte office to protect himeself and go from there. I told him I have tried so hard to resolve this issue between us, it has made me so stressed out and my pain is getting worse. He got defensive and just ended the call.

I have been there about 6 times, and I cant afford to keep waiting, they are stalling to let the time pass and void my trial period. I even sent him pictures of how bad the bed is after only 6 weeks, and he did not respond. I cant believe how bad this issue had become. I even called temperpedic, and they said they cant help me, that its up to the store if they want to exchange it or not. I had all my paper work with me, and Augie pointed out the section in the contract that its up to the store to honor the trial period, which is so wrong, because I was promised an exchange if I purchased there. I hope that if you talk to Kathy and Jairo, they will be honest, but at this point, I am pretty sure they are being coached to not help me. I probably left out some information, but did not want to make this too legnthy, I apologize if it is.

I work for the state of Az, I am the assistant program manager for DES, dept of benefits and medical eliigibility. We help the needy for Food stamps, welfare, and Medical assistance. I know what its like to be in need, and to have people that are honest and courteous to their customers. This is why this saddens me, that a store such as this is not willing to stand my thier word and their promises. I told them that its wrong to mislead people just to get a sale and not honor their word. I pray you can help me.Desired Settlement: Honor their commitment to exchange my mattress within the 6 month trial period due to severe back pain as promised. They stated it would only be $149 restocking fee, that's how I know.

Business

Response:

January 26, 2016 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 of Mrs. [redacted] concerns Mrs. [redacted] original purchase was made on 10/13/15 and received on 10/23/15. Mrs. [redacted] had contacted the original location of her purchase stating that the mattress was not comfortable and advised that their sales associate had mentioned a comfort guarantee with their purchase. In their conversation our store management team had advised Mrs. [redacted] that the Ashley Homestores do not participate in any comfort guarantee promotions with the mattress manufacturer(s) as it is at the retailer’s discretion to participate in said programs. As the company policy reads there are no returns on any merchandise once said merchandise had been received and Mrs. [redacted] request for a reselection to a different mattress had been declined. We had received Mrs. [redacted] correspondence from the Revdex.com on 1/14/16. The correspondence had been sent to the Regional Management team for review. Mrs. [redacted] had received a follow up call on 01/20/16 from our Customer Service Management and had advised Mrs. [redacted] that we apologize if there was any confusion regarding a comfort guarantee and we would authorize a 1 time reselection to a different mattress as per her original request due to the confusion. 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 Director Ashley Furniture Homestore [redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 27th, October 2013 - We visited Ashley Furniture store and purchased a lounge suite (3 seater, love seat and accent chair with ottoman) and a matching dining suite (4 chairs and table). We bought the furniture as a matching set to suit our family and dining area. Ashley delivered the accent chair, ottoman and love seat in a partial delivery on 10/31/2013. The 3 seater lounge, dining table and chairs were delivered on 11/19/13. On the 11/19/2013 the dining table top and stand arrived broken the delivery person left the pedestal part of the table and the 4 chairs. They also unpacked the 3 seater sofa and left. As required, I checked the furniture (in accordance with the 3 day clause) I discovered the dining chairs were stained a much darker shade (java/cappuccino). We had specifically chosen a cherry shaded stain which was displayed in the store. Furthermore, the 3 seater sofa was damaged, the left side wooden panel that supports the arm rest was loose and the upholstery where the seat cushions sit was not sealed with a small tear showing the inner fibre. Also the back rest cushions were lumpy because the inner fibre filling was displaced causing it to fall away from the sides of the cushion and bundling into a lump in the centre of the cushion.

We discovered that the Love seat has a similar problem with the cushion backrest which was revealed itself outside of the 3-day delivery date of 10/31/2013. The wooden panel on the R/side of the back rest has become detached from the back rest wooden frame.

FYI, all the wood trim on the sofas, accent chair, ottoman and dining suite were different coloured stains which is unacceptable.

I contacted Ashley immediately and told them about the problems, they asked me to take pictures and send it to them which I did straight away. After numerous follow up calls on my part, we were advised that they would send a technician to view the problem on 12/11/2013. By this time I was so unhappy with the quality of the furniture and the sub-standard customer service, I instructed them to pick up all the furniture that was purchased against Order # 700002520 & 700002500. This is where our problem arose. The customer service staff said that they would only take back the furniture that was delivered on 11/19/2013, but they would not accept the loveseat and accent chair with ottoman which was delivered on 10/31/2013 because it was outside of the 3-day clause for returns. Both these orders were purchased on the same day as an entire matching set; Ashley separated the order and organised a partial delivery due to lack of stock - they said they had to make the furniture. It is not my fault they did a partial delivery.Desired Settlement: I want Ashley Furniture to take back both orders and my money returned. We made one payment of $2170.47 for all the furniture associated with this order. Furthermore, the furniture is sub-standard and does not match what I purchased in the store. Ashley furniture has tentatively organised to pick up the 3 seater sofa and dining suite on 12/05/2013 but have not made any phone call confirming the pick-up time for this date.

Review: On 2/17/2014 we purchased a living room set we were told we were going to get it delivered on the 8th of march on the then we got a call saying they couldn't deliver the tables until the 19th that we could pick them up , we had gotten rid of our sofa already so I was trying to speak to a manager to see if we could get the tables delivered because we needed the sofas and we don't have a vehicle to pick it up customer service kept telling me someone would return my call no one ever did I called the henderson store and got told the same thing that the manager would return my call no one ever did.... I called customer service and lady told me I had to go to the store that they couldn't do anything about it I called the store lady told me I had to contact customer service o n March 19 I took the day off from work was able to borrow a vehicle and I called when the customer service told me the tables were going to be available on the 22nd and I explained I wouldn't have a vehicle that if they could deliver it she said she would call me back that day ...she never did the next day she called said they could not deliver it that I had to pick it up on the 22nd meaning today , my sister said she would take me before work in her truck I just got a call saying I cannot pick up my tables until the 17th of April! !??? Really this is too much what kind of customer service is this ? Af5er I told the lady this was too much that I was contacting their home office and the better business bural ,Lady called me back saying they can deliver it until the 17th...really a customer has to go thru all that for someone to care or listen?? I'm asking it there is anyways I can get them delivered with no cost and before the 17th of April why is it raking so long? We bought the living room set since February 17 it shouldn't take 2 months . Thank you

[redacted]Desired Settlement: I just think I should get my tables delivered with no cost to me and before april 17 I shouldnt have to wait 2 months for my tables

Business

Response:

April

3, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re: [redacted]

#[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] purchased her furniture on February

17, 2014. Her delivery was scheduled for March 8, 2014. On March 5, 2014, Ms.

[redacted] was contacted and advised that her accent tables were delayed by the

manufacturer and would not be arriving until mid-April. The remainder of Ms.

[redacted]’s order was delivered as scheduled.

On March 24, 2014, Ms. [redacted] was contacted by

our Corporate Customer Care department and was offered a no charge delivery of

her accent tables. We will continue to monitor the eta of Ms. [redacted]’s delayed

furniture and follow up to ensure her delivery is a success. We regret the

inconvenience caused by this situation and have provided her a contact name and

number for any future concerns.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

W. Bell Road, Suite *

Glendale,

AZ 85308

Review: On May 27th, 2013 I went to Ashley Furniture to look at what Memorial Day (I am an Active duty Marine) sales they had on living room furniture. A salesperson named [redacted] assisted me during this visit. I showed him a couch, chair and ottoman that I was interested in, and ended up purchasing. Before the sale was finished "[redacted] called this furniture "Leather" multiple times. Sadly upon arrival I looked at the label only to see that this is a Durablend product (7% leather), also the label says that this product should not be represented as "Leather". To further prove their misleading that day, they included a "Leather care kit", which is useless, as this isn't leather furniture as I believed it to be. I am highly disappointed that they mislead me, and tried to act like they were giving me a deal on leather furniture on Memorial Day.Desired Settlement: I would like them to take this furniture back, and issue a refund in full.

Business

Response:

June 26, 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]’s concerns.

Ms. [redacted] made her purchase on May 27, 2013 and accepted her delivery on June 14, 2013. Upon inspecting her furniture, Ms. [redacted] discovered her upholstered furniture is a Dura blend product and reported that her sales representative explained it was leather. Ms. [redacted] contacted the store where she purchased.

On June 18, 2013, Ms. [redacted] spoke to our store manager who apologized for the miscommunication. Ms. [redacted] has selected different merchandise which will be delivered on July 5, 2013 at which time we will pick up her Dura blend set. We will continue to follow up with Ms. [redacted] and we are confident she will be satisfied with her new selection.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased and paid in full for a dining set on 15 February 2015. It is now 25 April 2015 and I have yet to receive one of my barstools. Many of my phone calls are not returned when I am told a manager will call me. The first delivery consisted of only the table and one barstool. I missed four hours of work to await my delivery and received a phone call at the end of my delivery time saying they were running late. They showed up an hour later. Then on my second delivery in April I received only two of the remaining 3 barstools to complete my set. I again missed work to await the incomplete delivery. I have now requested the third barstool be delivered to the store so that I don't have to miss work yet again. This has cost me $35 an hour X 6 hours of leave I have taken. I did receive a credit of $205 upon my insistence that I receive some compensation for still not having the furniture I had paid in full for. It has now been 10 weeks and I still do not have the remaining barstool. Would like more money credited back to me for all of the inconvenience and frustratioon, the lost work time, as well as not having my entire order after 10 weeks. have never experienced such poor customer service for a furniture purchase, ever. Have still not received a date when my barstool will be available for pick-up.Desired Settlement: Would like another $200 credit due to the items mentioned in the complaint above. Also, request delivery of my last barstool for me to pick up at the Layton store location so that I don't have to miss work again.

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] concernsMs. [redacted]’s original purchase was made on 02/15/2015 with a delivery date of 04/1/2015. We were notified of a manufacturing delay for Ms. [redacted]’s purchase on 03/29/2015 which we had contacted Ms. [redacted] to advise of the delay and reschedule her delivery. Ms. [redacted] had requested delivery of any in stock merchandise which was done as per her request. The remainder of her order was rescheduled for delivery on 04/16/2015. On 04/13/2015 we were advised of a 2nd delay on 1 item of her order which we did deliver the in stock items again as per Ms. [redacted]’s request. The remaining item has been shipped to our local store location per Ms. [redacted]’s request as she has chosen to pick that item up.We regret the manufacturing delays encountered with Ms. [redacted]’s order and she has been contacted by our Customer Service Management and compensated for the inconvenience. 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,

Review: I purchased a bedroom set, which included a headboard, footboard, two night stands, a chest and a dresser. We had a 4 hour window to wait for delivery and once delivered the two guys that delivered it dropped the dresser, and while bringing it in to the room hit it against the door frame, damaging the frame and leaving white paint on it. The drawers were busted and it had a huge crack in the wood on the front top of dresser. The chest was also obviously hit against something and had a chip and paint missing from bottom corner. The headboard had a chunk taken out of the top corner and nigh stand had some scratches. They did not use a dolly for anything and we're definitely not strong enough to carry it, or it wouldn't have been damaged. Once all furniture was in the bedroom I began looking around and delivery guy said "everything looks good to us", sign here, you have 3 days to call in for anything you may see wrong. Within minutes of them leaving I noticed all of the damages, and immediately called as I was instructed to inform them of everything that was wrong. The drivers obviously ran out quickly as they were clearly aware of what they did! Why couldn't they have saved our time and said it was damaged to begin with and take it back?!?!?

After calling the store we purchased from to file damages, we then had to wait for a call from customer service. When customer service called the next day they said a service tech would be out to look at everything and determine what would be done. This meant another 4 hour window to wait because of the careless delivery drivers.

Once the tech arrived he looked at everything and determined he could fix the headboard, chest, touch up the night stands, but dresser was so bad (because it was obviously dropped and banged through the door frame) that it would need to be replaced. The tech opened one of the drawers and a part fell right off, it was so damaged. We were never through this process given the option of decline service to try and fix it and just have what was damaged fixed.

We were then told we would be receiving a call once the dresser was available to be given yet another 4 hour window to have it swapped out. Once all was fixed and swapped out I called customer service to see what they were going to do to compensate us for our time (3 four hour windows) taken off work to wait for delivery, (which obviously the 1st initial delivery is understandable), and now having paid full price for essentially "scratch & dent" furniture.

I was put on hold and then told that because we signed and approved for the furniture to be fixed, as well as had them swap out the dresser for a new one they would not do anything for us. The extremely rude customer service rep said that we could have declined to have the other items fixed and just had it replaced with new, which. I then mentioned that was never told to us as an option and at that point she said that wasn't her problem they should have told me at the store. But yet our store experience was good, unfortunately it was the irresponsible/careless delivery drivers that started this bad experience.

The customer service rep was very rude as if it were my fault, and pretty much sucks to be me that I was never told I could have had the rest swapped out.Desired Settlement: It would have been nice for someone to apologize for our time and careless delivery in the first place. We should be compensated for now having scratch & dent furniture and not brand new furniture we were purchasing, as well as our time, since having to wait additional times for repair and exchange of new dresser.

Business

Response:

November 12, 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]’s concerns.

Ms. [redacted]’s original delivery occurred on October 9, 2013. At the time of delivery, Ms. [redacted] reported several damages to various pieces of her bedroom set and a service appointment was scheduled for October 22, 2013. Our technician was able to touch up all of Ms. [redacted]’s furniture except for her dresser, which had to be replaced.

On November 5, 2013, Ms. [redacted] received her replacement dresser without incident. On November 8, 2013, she contacted our Customer Service department and requested she be compensated for her experience. Ms. [redacted]’s request was denied, thus prompting her to contact the Revdex.com.

On November 11, 2013, Ms. [redacted] was contacted by our Corporate Customer Care department. We deeply regret the series of events that have caused Ms. [redacted] to be dissatisfied and the lack of empathy she experienced. We have addressed her concerns and offered compensation. Ms. [redacted] has been provided a contact name and number for any future issues.

Regards,

Executive Assistant

Ashley Furniture Homestore

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: In dealing with the sales staff at Ashley Furniture we verbally came to an agreement on a sectional sofa, with an ottoman. As well as a king bed frame for my mattress. When it came time to receive the items at my home I noticed during the delivery that the ottoman was not included. I asked the delivery team if they knew anything about it. They said it was not on the order. I called the Salt Lake City location to find out why my ottoman wasn’t on the order. The sales manager [redacted] pulled up my sales receipt and stated that it was not included on the sales receipt; therefore I did not get an ottoman. I expressed my displeasure with the fact that I had a verbal agreement with the salesman to include an ottoman and that when it came time to delivery I discovered that it was not included. Rather than approaching the issue and coming to a resolution she attempted to sale me the ottoman at a “discounted” price. I explained that I wanted to either have the ottoman delivered to me or I should receive the difference in price. She was not willing to do either. I essentially feel I was deceived by the sales team at Ashley, ALL of the terms of the purchase were hidden from me and I was quickly rushed through the purchase step as to keep me from noticing that the ottoman was not on my order. In the end I feel like this was another business practice on Ashley's part to get me to come back to the store. And spend more money in order to get the item that I had initially been verbally promised.Desired Settlement: I would be happy to go either of two ways. One, have the ottoman delivered to me free of cost in any form. I plan on buying more items from Ashley for the rest of my home so I would prefer this option. It will keep my business at this company. IF it is not resolved this way then I will go somewhere else with my business. Or two, I would like to receive the difference for the price of the ottoman. Which according to [redacted] over the phone, if she sold it to me would be $260. And that "Ashley would not make a penny off of that price."

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]’s concerns.

Mr. [redacted] purchased his

furniture on July 26, 2013 and was scheduled for delivery on August 17, 2013. Upon

finding Mr. [redacted]’s ottoman was left off of his sale order, he was contacted

by our store management team. Mr. [redacted]’s ottoman has now been added to his

sale and is scheduled for delivery at no charge on August 31, 2013.

We do regret the error in his

order and will follow up with Mr. [redacted] to confirm his new delivery is successful.

Regards,

Executive

Assistant

Ashley

Furniture Homestore