Ashley Furniture Homestore

I bought a dinning table set that cost us over $ 700 and pay for delivery to our home was damage upon delivery. The delivery guy said we had three days to report any damages or refund to customer service. I [redacted] called to report damage on the table and noticed that they short shipped us on our rug that was also being deliver that same day. They told us that we needed to go to the warehouse to pick it up, when we pay for delivery. Also, they told us they will be replacing our table but instead send a technician to fix the table that was purchased brand New. We declined it being fix because I called on that same day it was delivery within their three day policy of returned money back or replacement. Customer service [redacted] was rude and told my husband we had to deal with it being fix and stuck with the damage table. After a long long conversation with him and dealing with his rudeness and his supervisor, which he didn't give out her name, he said after looking at our paperwork that it was true we called that same day. Customer representative [redacted] was arguing with my husband saying we were wrong.

Review: Purchased a Simmons Beauty Rest Anniversary edition mattress and box spring a year ago. I feel like I am always falling or rolling into the middle of the bed, and wake up every morning not being able to move. I called Simmons they told me to call Ashley Furniture with my issue that they would fix it, my husband said yeah don't even call Ashley because of our past experience. We'll we have waited almost 2 1/2 weeks for someone to come out and check the mattress. As we figured they said there is nothing they could do, it is not sagging enough and it is normal wear and tear. I have had numerous mattresses in my life and have never heard of normal wear and tear be sagging. When you lay on the bed you can see where my hip is much higher than my other hip. I would think when I buy a product with a 10 year warranty if I have a issue it should be fixed, I should not have to suffer thru this. Also after the Ashley furniture rep. Left I immediately called Simmons. They said the guy should have told us what was going on he said nothing too us, besides there was nothing he was going to do. I am very disappointed as I have been a customer of Ashley Furniture and all my furniture is from there, I would expect better service.Desired Settlement: I would hope I would be able to get another mattress.

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 July 8, 2013. On June 19, 2014, Ms. [redacted] reported that her mattress was sagging. On July 3, 2014 a service technician inspected the mattress and found no defect. A second opinion was immediately scheduled due to Ms. [redacted]’s dissatisfaction with the technician’s findings. On July 16, 2014, a second technician inspected Ms. [redacted]’s mattress and found it to be defective. Ms. [redacted] has been contacted and authorized for a reselection. Her new mattress is scheduled to be delivered on August 6, 2014. We will continue to follow up to confirm Ms. [redacted]’s satisfaction with her new mattress. She has been given a contact name and number for any future concerns. Regards,[redacted]

Review: I bought a bed from Ashley furniture on 11/2/2015, were it was set for delivery on 12/1/2015 when the bed was brought out one of the dressers were dropped by delivery team and broke the end piece to bed as well as dresser. Both of those pieces were taken out of my home and reordered along with a roll slat that was forgotten in the initial order. I was called and delivery was set up for these pieces to be brought back to my house. When I asked what was to be brought back they never mentioned the end piece to the bed. After bringing that to their attention the part was ordered and was to be shipped out. The new dresser was delivered with the roll slat the following week, with the roll slat being installed with a cracked board knowingly by the delivery drivers and left like that. I called the company to complain they re-ordered part and told me that the end of bed was shipping on the 21st of December but would try and put a rush delivery order on it. After talking to two different managers at store-Katie as well as Erica I was told multiple times that the end of bed would be shipped the 21st. I was then called again and told on the 21st that they still didn't have any shipping information and the proper part hadn't shipped. In the end the part shipped out on the 26th not arriving to me until the 6th of January. At which point a technician was scheduled to come and put the piece in today 1/12/16. The gentleman showed up and when he opened the box he realized it was the wrong part that I have been waiting for. I have during this entire ordeal voiced my opinion about the safety of the bed being in the room half set up since it is a loft bed and that they room is unusable and I want it taken out. Each time that I have mentioned this they tell me they can not return the bed because the original delivery guy left the bed at my house. At this point I am have no resolution, a safety hazard in my daughters bedroom and a very disappointed child as this was part of her Christmas.Desired Settlement: I would like someone to come pick up the bed and a full refund of my money.

Business

Response:

January 19, 2016 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 Mrs. [redacted] concerns. Mrs. [redacted] original delivery occurred on 12/1/2015 which at the time of delivery there was a challenge with merchandise being damaged out of the box that had been sent back with the delivery team and replacements were ordered. In addition there was an item missing from the original sales order needed to complete the set purchased. On 12/09/15 the replacements for the original damaged pieces were delivered. Mrs. [redacted] had noted some minor scratches to one of the replacements which replacement parts were ordered to be shipped to the residence. On 01/12/16 a service technician was dispatched to Mrs. [redacted] residence to provide the installation of their replacement parts and our service technician had deemed that the part shipped from the manufacturer would not work to resolve the concerns. It was agreed upon per Mrs. [redacted] request that we pick up the merchandise and provide a full refund. We regret the delays and damages on delivery with Mrs. [redacted] purchase and we have been attempting to reach Mrs. [redacted] to arrange a pick up date for the order so that we can provide them with a refund. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Consumer

Response:

No one has attempted to contact me regarding return. I had to fight to get a return and then had to wait another 8 days for them to come pick up product to which I was told that refund would happen in 2-3 business days from them getting the product back to warehouse. When refund didn't show up in account 6 days later I again called customer service who then told me it was out of their hands and I needed to call the store. When soaking to store they told me no refund was done because they do not have my card on file. Really? Was anyone going to bother to call me and ask for the number?

Business

Response:

February 3, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Rebuttal Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us of Mrs. [redacted] concerns. We had received Mrs. [redacted] correspondence from the Revdex.com on 01/29/2016. After review Mrs. [redacted] merchandise had been picked up on 01/20/2016 and due to a clerical error had not been contacted via our store location to process her refund. Mrs. [redacted] had contacted our customer service department to inquire about the status on 01/26/2016. Our customer service department had contacted the local store location on 01/26/2016 to inquire about Mrs. [redacted] refund which is when the error was discovered. Mrs. [redacted] was contacted by the local store location on 01/26/2016 and her refund has since been processed. We regret the challenges that Mrs. [redacted] experienced with her purchase and we have confirmed that her refund has since been processed. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore

HORRIBLE customer service. I purchased a bed set and when I opened the box I discovered that the bed frame was broken. I called the store and they said they would call me back to make arrangements to replace the broken piece. No one called me back and when I spoke to customer service they told me that there was no record of the incident. When I finally got a hold of a manager, he informed me that they would not deliver a replacement piece, that I would have to return it to the warehouse myself. The employees at the warehouse were very rude and unhelpful during the initial pickup as well.

Review: I purchased a table, chairs, and extended warranty from the company. Within 9 months, the bottom of the table to was falling apart. To this day, you cannot lean against the table without ripping your clothes on it. When I called for warranty about three months after the issue started (pregnancy, holidays, birth held me up), I was told that I had to have an "accident" and that my extended warranty did not cover manufacturers issues, only things that were our fault. The extended warranty is a joke. They never described this to me. Simply asked if I wanted a five year warranty instead. So they tried to get me to find out what the accident was or make one up. When they came out they did a "courtesy" repair. Within days, it was chipping off again. Now, less than two years after I purchased it, a mystery bubble, that looks like warped wood from water, has appeared above the chipping location. We rarely use this table and if we do, we are not near the side that the warping has occurred. I called again. The only repair they can do, if it is truly from water damage we caused (which it isn't, but they wanted us to say it was), is to sand it down and fix it. There will be a noticable indent in the table and they will not restore it to it's original look.Desired Settlement: I would like either my money back for the table, chairs, barstools, and extended warranty or my table repaired to its original look.

Business

Response:

Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery was on February 4, 2012. On April 27, 2013, Ms. [redacted] contacted our Customer Service department and reported that wood underneath the table was falling off. On May 11, 2013, our service technician was able to repair the table to manufacturer specifications.

On January 22, 2014, Ms. [redacted] contacted our Customer Service department and reported service issues with her table once again. On February 8, 2014, our service technician determined he was not able to make any repairs because the damages were too excessive. Ms. [redacted] has since been contacted by our Corporate Customer Care department and a service with a Lead technician has been scheduled for February 22, 2014.

We will continue to follow up with Ms. [redacted] to ensure her satisfaction. She has been given a contact name and number for any further concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

[redacted]

Review: The problem is with a $2500 couch I bought from Ashley furniture I've had them come out numerous times to fix a problem with the foam rubber in the couch they said it could not be fixed so we called Company and they said they would no replace the couch.Or do anything further.

Product_Or_Service: Yes $ 250

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

Not Entered

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. Mr. [redacted] originally occurred on 11/22/2010. Mr. [redacted] had contacted our customer service department on 06/02/2011 stating challenges with the cushions on their sectional. A service technician was dispatched to the [redacted] residence on 06/29/2011 and it was determined that replacement parts needed to be ordered to resolve the challenge. Mr. [redacted] had ontacted us again to schedule the installation of the replacement parts which was completed via our service technician on 9/24/2011. We received Mr. [redacted] correspondence with the Revdex.com on 03/30/2015. Mr. [redacted] was contacted by our customer service management team and advised that their manufacturer’s warranty has since expired, however we would still like to assist with a resolution to their concerns. Replacement parts have been ordered free of charge as well as installation at no cost. We regret the challenges that Mr. [redacted] has experienced and he has been provided with the contact information for our customer service management team. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I purchased a motorized sectional from Ashley in July 2012. In November 2103 the motor stopped working and I reported to the reatail store I purchased from. After several calls and attempts ti person to resolve the issue I had to contact Corporate office to have issue resolved. After contacting the Corporate I received a new motor and control kit. Since the initial motor was discontinued I was sent a similiar one. In August 2014 the controller started an electrical fire that filled my home with smoke. Fortunately I was home at the time to prevent my home from catching on fire. Again I reported this to the corporate office who told me to contact the retailer to find a similar motor and they would replace it. I called the retail store and spoke to the manager [redacted] and have not heard back like last time. I have been bery patient with Ashley and do not think Im asking much for them to stand behind there product, but all have received is terrible customer service.Desired Settlement: I want Ashley to replace my sectional with a comparable non motorized one. I am concerned with two faulty motors I received and what would have happened if I was not home to prevent a catastrophe when the controller began burning.

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]’s original delivery occurred on July 7, 2012. On December 30, 2013, Mr. [redacted] reported the electric motor on part of his sectional had stopped working. We explained that he was out of warranty at that point, but as a courtesy, we ordered replacement parts at no charge and Mr. [redacted] agreed to self-install.

On September 22, 2014, Mr. [redacted] contacted our Customer Service department and said that his motor had somehow caught fire and he needed a new one. He was advised that again, although his warranty had expired, we would order replacement parts at no charge and could be self-installed or if he preferred, he could pay a labor fee and one of our service technicians would come to his home and install the parts.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

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

The business has gave me a credit for the full value of the motorized sectional and I have used the credit to replace it with a non motorized sectional, which was delivered on 10/22/14.

Regards,

Review: I purchased a mattress from Ashley Furniture last weekend and canclled the order two days later. When I was at the store I put $400 down on the mattress so we could have a lower monthly payment. After I swipe my card for the mattress and am on my way out of the building I am handed a mattress pad. I thought this was strange becasue I expected the pad to be delivered with the bed. When my wife and I decided to cancel the order, Ashley tells us were only getting $211 dollars back. Turns out the $400 I put down for the mattress was put towards the mattress pad which was $189. When I try to return the mattress pad that I unknownly bought, they tell me they don't accept product that has left the building. Even though the mattress pad has been unopened. There reason for not accepted it is "unsanitary." So essentially Ashley pulled a fast one on me by taking the money for the mattress pad out of $400 that was suppose to go towards the mattress. They hand it to me on my way out and don't warn me about the return policy, that way no matter what they can make a sale. This is poor customer service and a cheap trick to make a buck.Desired Settlement: I just want the $189 that is owed to me.

Business

Response:

December 26, 2015 2015 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] concerns Mr. [redacted] original purchase was made on 12/13/2015 in which at the point of purchase Mr. [redacted] had received a mattress protection pad that was taken home. When Mr. [redacted] had contacted our Draper, UT Homestore location to cancel his purchase the mattress pad was still in his possession. Mr. [redacted] returned the mattress pad to our Draper Homestore location on 12/23/15 and was at that point refunded for the remainder amount due. We regret the challenges that Mr. [redacted] encountered with their refund and has sincer been refunded in full. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted] Glendale, AZ 85308

Review: Purchased a complete bedroom set from the bell location. First off, the female sales mgr was way pushy and made the sales person look and feel uncomfortable as well as my wife and I. We spent 1700. Bed frame and 2nightstands. Delivery is a issue because my days off are theirs. So it took a while and with the help of [redacted] we got a early appt. the first set of furniture dropped off was scratched and dented and the drawer didn't pull out right. The delivery guys took photos as well as my self and they scheduled a return swap out. Also be aware of black marks on your furniture. I was told by [redacted] that it's a trade mark?!? Not acceptable. It took many calls and weeks later they brought out the new pieces. These pieces were in worst shape than the first! Now the inconvenience of setting up another appt and hoping this time it's right! At this point I need a substantial discount for my personal time wasted or a complete refund which still doesn't help because back to the beginning. This has been the biggest inconvenience I've had to deal with. [redacted] is the only one down there worth talking to.Desired Settlement: Replace damaged pieces we are not happy with and give us a substantial discount for our time and patients or complete return and refund or everything purchased from Ashley's. The complete order.

Business

Response:

June 20, 2014

RevDex.com, Inc.

Dispute

Resolution Department

Re:

[redacted]

Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that

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

Mr. [redacted]’s

original delivery occurred on May 22, 2014. On that date, Mr. [redacted] reported

a small dent in his footboard and a small crack on his bed rails. He declined to

let us send a service technician to his home so we offered to replace those

items. Mr. [redacted] subsequently refused an additional delivery attempt and has

not been available to accept delivery due to timeframe constraints.

Mr. [redacted] continues

to work with our General Manager, [redacted], as per his request and has been

encouraged to return his furniture for a refund as we are not able to satisfy

his particular demands.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Review: I purchased a sofa and chair from Ashley Furniture in Feb 2010. We also purchased extended warranty. We are snowbirds who reside in Arizona for 5 months a year. So in fact our furniture is the equivalent of 2 years old.

When we arrived in Arizona this November we noticed the leather on the arm of the sofa was peeling and separating from the backing. I contacted Ashley furniture and they 'as a courtesy' gave me a replacement piece for the arm which we paid $200 to have it installed.

Now 3 months later the same problem is occurring on the cushions of the sofa and chair, the back of the chair and the arms of the chair. I contacted Ashley furniture customer service and provided them with the information they requested and photos of the issue,

They have reviewed it and say there is nothing they can do.

I have researched this online and others have had the same issue with leather furniture from Ashley and they have been told by Ashley there is nothing to be done.

I was even lied to by their customer service rep who advised that Ashley no longer sell the product, however, it is still being sold in the Casa Grande store.

My complaint number with Ashley is [redacted]Desired Settlement: I would like to have the sofa and chair replaced or the leather potions replaced

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 Feb. 8th, 2015 I purchased 2 Chest. They sent them out on 2/11/2015. At the time I was home. My Partner accepted the items. In the morning of 2/12/2015, I wanted to start using the Chest. That's when I found it to be damaged. I called Ashley Furniture. They refuse to replace the item. Said they would send a tech out to repair the item. On 2/13/2015 the tech came out at 8:30 in the morning. He said the item needed to be replaced. That he would report the item as damage to Ashley. It is now 02/14/2015. Have not been called from Ashley Furniture.Desired Settlement: AS a business I would think they would make thing right from the get go. I feel rather then wait for tech they should of replaced the item when I reported it. I have yet to hear from Ashley Furniture if or when they will replace the Chest. Mean while they have been paid for the Furniture.

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]’s delivery occurred on February 11, 2015. On February 12, 2015, he contacted our Customer Service department and reported damage on both of his chests of drawers. A service appointment wasscheduled for and occurred the following day. Our technician determined the chests should both be replaced. Mr. [redacted] was contacted with this information and on February 15, 2015, we arranged forthe delivery of the new furniture. Mr. [redacted] had delivery of his new chests of drawers on February 17, 2015 and has reported no further issues. We apologize for any perceived lack of communication or delay in resolution and hope thatMr. [redacted] is now able to enjoy his furniture. Regards,[redacted]Executive AssistantAshley Furniture Homestore

09/25/2011 Our adventure began after our Ashley furniture was delivered. We found a few damages caused by delivery. We called Ashleys Homestore in Las Vegas and reported the damages. At first it seemed as if Ashley furniture leather warranty was covering for the damages. After over a year, our furniture had some damages here and there. We called Ashley Furniture and they sent a technician who then determined that our damages were considered wear and tear. This is when we found out about their fine print. After paying $249.99 for five year leather coverage. The material of this furniture is very fragile and when we least expected there is another leather damage. This furniture is for display and not for use. The last technician they even try to fix because I think he knew there was nothing they could do with it. It is just a bad leather. All we got from the phone calls to Ashley is that they will sent us the material and we need to figure out how to replace it... They would not sent another technician and they would not refund us the $249.99 we paid for five years of coverage. I asked her what the 5 year warranty was and all We get is well, your furniture had too many damages, you were supposed to call three days after the damage was found, that We could not explain how it happened... Please save yourself a nightmare and don't go near this store. Go to an ethical store that will stand behind the quality of their furniture and behind their word - a store that appreciates their customer's business and treats them with respect after a sale as well as before. Ashleys totally ripped us off by selling us defective furniture and a worthless 5 year warranty. They have no idea how much effort it takes for some people to save money to buy their belongings. I will never recommend Ashleys to anyone. Always read the fine print.

Review: I purchased a Kingsize Simmons beauty sleep Anniversary mattress from Ashley Furniture for $ 973.60 including tax with a 10 year warranty on 5-20 -2014 due to the sagging of the mattress I contacted Ashleys and a Customer Rep came to inspect the same he told me the sagging has to be visible to the Eye it is not visible but laying on the mattress the same sinks in and is not acceptible. I should not have to sleep on a defective mattress which causes me Back problems.l,am 71 years old .Ashleys has an extensive amount of complaints on the Internet I will also post a complaint on the Website.Please help me resolve this matter. I also filed a complaint wit Amex and will my negative experience be known.Desired Settlement: Please help me resolve this matter.

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] original delivery was made on 05/23/2014. On 07/13/2015 Ms. [redacted] had reported that her mattress was sinking and had requested that the item be inspected. On 07/17/2015 a service technician was dispatched to Ms. [redacted] residence. Upon arrival from the service technician it was documented that there was a visible stain on her mattress which per the terms and conditions of the manufacturer’s warranty does void any implied warranties. The service technician did proceed with the inspection and found no present defect in the mattress. The standard from the manufacturer requires a depth impression of no less than 1 ½” and Ms. [redacted] mattress had a ¼” impression. Ms. [redacted] had advised the service technician that she did not agree with the assessment and the service technician filed his report on 07/17/15 post-service. On 07/18/2015 a follow up call was made to Ms. [redacted] to discuss her displeasure with the assessment of the technician’s findings. Ms. [redacted] stated that she felt that her mattress was defective and that a stain should not impede the warranty. Ms. [redacted] was given the option to have the mattress professionally cleaned and we would proceed with a courtesy reselection as she was unhappy with the comfort. Ms. [redacted] declined the offer. Ms. [redacted] correspondence with the Revdex.com was received on 08/25/2015 and Ms. [redacted] was contacted by our Customer Service Management team. Our Customer Service Manager reviewed the terms and conditions of the manufacturer’s warranty provided by the Simmons Mattress Co. and explained that the staining on the mattress has since voided any implied warranty on the mattress. Again Ms. [redacted] was given the option of having her mattress cleaned and the Ashley Furniture Homestores would assist with an option to reselect to a different product as a courtesy. Ms. [redacted] again declined the offer. We regret Ms. [redacted] concerns with her purchase and we have provided a copy of the report and photographs documented via our service technician. We have also included a copy of the terms and conditions of the manufacturer’s warranty from the Simmons Mattress Co.

Review: I bought a mattress from Ashley furniture in March, and now have bedbugs that showed up in April probably from a refurbished mattress from them. They said that unless I filed a complaint within 72 hours there was nothing they could do about it. Little do they know that bedbugs can take up to 3-4 weeks to hatch. Now my $700 mattress is sitting in a dump site not including the price to take care of these bedbugs. I am so furious with them now if they were giving stuff away for free, I wouldn't take any of it.Desired Settlement: I'd like for others to be wary and I'd like my money back not only for the mattress, but the cost of the pest control that is still ongoing.

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] original delivery occurred on March 25, 2014. On September 29, 2014, Ms. [redacted] contacted our Customer Service department and said she believed her mattress was infested with bed bugs that originated from our warehouse. She was advised that we maintain rigorous inspection standards in each of our warehouses and have no infestations or other reports of infestations of any kind. We also advised Ms. [redacted] that because the merchandise had been in her home more than 6 months, we had no cause to believe we were the source of her bed bug issue. Ms. [redacted] was contacted by our Corporate Customer Care department. She indicated she had to dispose of her mattress and her box springs because of the bed bugs. We again stressed we cannot accept liability for her bed bug issue but want to offer an amicable resolution as she is a valued customer. Ms. [redacted] has been offered a replacement mattress as well as a discount on new box springs (which she did not previously purchase with us). Ms. [redacted] has been provided a contact name and number to ensure her new transaction is successful and she is satisfied. 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,[redacted]

Review: On December 17, 2013, I purchased a DRESSER from ASHLEY furniture located at [redacted]. I picked up the DRESSER from the warehouse on 21st.They had me visually inspect the item. But the item was still in the box, they just cut the front side open for me to look. It looked good.They had me sign paper that I inspect it.It was a busy day, weekend before Christmas. There were a lot people at the DARK (not enough lighting) warehouse. I trusted ASHLEY furniture that DRESSER would be in good condition.With the other furniture (queen size bed, two night stands, two coffee tables, loveseat, sofa, chest of drawers) I brought the DRESSER back home in its original box.At home, I opened the box completely and saw that one of the corners was busted / broken.On December 22nd, the day after, I took the furniture back to the store on bell road. They told me to call the customer service. At the store they told me they can't do anything there.So I called customer service ###-###-#### Monday DECEMBER 23rd. And I told them the dresser is damaged. Rep told me that they will send someone out to my house to take a look at the damage and arrange the exchange.They scheduled the service to JAN 8th 2014.Meanwhile, during one of my calls to the customer service, one of the reps told me I could have returned it within 72 hours. But no one told me that even at the store when I was reporting the damage on day 2. This morning service person came (JAN 8th). He said he will repair it. I told him no. I need to exchange it. He said he cant do that so I sent him.Then the same day, I took the dresser to the store. I spoke with Manager [redacted]. He said there is nothing he can do. The I said, I don't need damaged furniture, so I will donate this furniture to this store. you can put it in you employee break room. He brought guy with him and kicked me out of the store. He was very rude.I am stuck with damaged furniture.I don't know what to do.I will never buy anything from ASHLEY furniturDesired Settlement: All I want to is to replace the product. If this is not possible, refund would be fine.My order number [redacted] have my receipts...thank you for your help[redacted]...###-###-####

Business

Response:

January 16, 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] picked up his furniture from our warehouse on December 21, 2013. He signed his pick-up receipt stating he had inspected his furniture and found it to be undamaged. He later reported to the store where he purchased that the dresser had a crushed corner. A courtesy service was scheduled by our Customer Service department.

On January 6, 2014, Mr. [redacted] refused to allow our technician to service his dresser. We explained that because the merchandise had been inspected at the time of pick-up it was indicated there was no damage on the dresser, a courtesy service was the only option we could present at that time.

Mr. [redacted] has since been contacted by our Corporate Customer Care department and we have authorized an exchange of his dresser. Mr. [redacted]’s replacement dresser is scheduled to be delivered at no charge on Saturday, January 18. We will continue to follow up and 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 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 APRIL 28, 2014 MY WIFE AND I PURCHASED A DINING ROOM TABLE AND 4 CHAIRS FROM ASHLEY, TO BE DELIVERED ON May 22. WHEN THE FURNITURE ARRIVED I WAS TOLD THE TABLE WAS DAMAGED AND THAT I WAS GETTING A LONER TABLE. I TLOD THE DELIVERY MAN AND SALES LADY AT THE STORE THAT WE UNDERSTOOD THAT THINGS LIKE THIS HAPPEN AND THAT WE WOULD WAIT FOR WHAT WE ORDERED TO ARRIVE. THE NEW DELIVERY DATE WAS JUNE 17, WHICH HAS COME AND GONE. WE DID NOT RECEIVE OUR FURNITURE. I HAVE TAKEN OFF TWO DAYS WAITING FOR THIS FURNITURE.Desired Settlement: I WOULD LIKE A FULL REFUND OF MY 132.04.

Business

Response:

Good afternoon,

We have spoken with Ms. [redacted] and the consumer is correct in that they should have received their delivery on June 17th. We have been undergoing a system change in our store which has caused some computer issues and we feel that this is what was the cause of the customer not receiving their delivery, as their name did not print on our daily delivery manifest which shows our drivers each delivery they have to make for that day. We will be delivering the customer their table today after 4:30 p.m. We do apologize for the inconvenience to the consumer and to the Revdex.com, as this was soley our mistake. If any further information is needed please contact us.

Sincerely,

From: [email protected] [mailto:[email protected]]

Sent: Wednesday, June 18, 2014 5:57 PM

To: Info; [email protected]

Subject: RE: You have a new message from the Roanoke Revdex.com Complaint ID: [redacted]

Good afternoon,

I wanted to update you on the current status of the consumer complaint sent earlier today made by [redacted]. I spoke with Ms. [redacted] who agreed to take delivery today after 4:30. When our drivers arrived at the home Mr. [redacted] told her drivers that they needed to remove themselves from his property. Our drivers called our warehouse who then called me and I told them to leave the premises and that we would refund Mr. [redacted] for the price of his table. His original sale amount was $636.79. He gave $132.04 down with cash and was to finance the balance $504.75. Out of the $132.04 given down Mr. [redacted] purchased a lamp and took it with him the day he made his purchase which was valued at $42.25 plus tax therefore he is due a refund of $87.55. I have issued a check request to our home office in Richmond, VA and should take 7-14 business days. I have canceled his authorization to finance the balance of $504.75. If any further information is needed please let us know.

Thanks-[redacted]

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

Regards,

So me and my husband just bought a house (our first house) so we needed furniture. I went to Ashley Furniture Homestore on 4711 E. Ray Road and found a bedframe I liked and purchased it and picked it up. Easy right. Well because of the many things one needs to do to move into a house we did not unpack the bed until a week after we picked it up. In trying to put the bed together, the cross bars that sit in between the two side frames did not fit (they are to long). We called Ashley Furniture and they said they could do nothing to help us since it was over 72 hours. It seems quite ridiculous that someone can sell a defected product and not take it back and so now we are $400 down with no bedframe. I would not recommend Ashley Furniture to anyone and will never buy there again.

Review: Purchased sofa delivered to our home 7/2/14. We purchased the fabric protective spray to be done before delivery. After one month we discovered that the sofa started looking shabby and that color from our clothes was transferring to the sofa. If it looks this bad after a month, how bad will it look in a year. We are very dissatisfied with the poor quality of this furniture and the apparent lack of getting the protective spray we paid for. We went to the store and spoke with the store manager but he was absolutely powerless to even address our complaint. Said that was all handled with customer service. A technician was scheduled to come to our home to see first hand our issue. He arrived on 9/10/14. He agreed with out assessment and we immediately got customer serves on the phone. They did not want to entertain our complaint, had no remedy for us, and flatly refused to allow us to return the sofa for a refund. The customer service person did not appear to be equipped to handle customers and their issues. We ended the call without any resolution. The sofa looks shabby and well used although we have had it for only a short period of time. We are senior citizens, no pets, no kids, and take definite care of our furniture and possessions. We would like a full refund and to move on.Desired Settlement: Full cash refund.

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 July 2, 2014. On August 27, 2014, Mr. [redacted] contacted our Customer Service department and reported the sofa beginning to look worn and the cushions were flattening. On September 10, 2014, a service technician inspected the sofa and was not able to find a defect. He did offer to order replacement cushions. Mr. [redacted] requested to return the sofa and at this time was advised we could not authorize a return since the furniture had been in the home more than 3 days. Mr. [redacted] was later contacted by our Corporate Customer Care department and advised we would allow a return with full refund to amicably resolve the complaint. Mr. [redacted] sofa was picked up on September 18, 2014 and his refund is in process. Mr. [redacted] has been provided a contact name and number for any further concerns. Regards,

[redacted]Executive AssistantAshley Furniture Homestore

Review: I purchased a two piece sectional. When it was delivered, the guys turned it on its front side to install the feet. They had just walked out the door when I noticed that the leather was torn in 4 or 5 spots. I tried to wave them to stop but they kept going. Called customer service and was put on hold 45 minutes. They wanted to argue with me and tell me they would repair it under my Leather Protection Plan. I said No, I expect when I buy something new for it to be delivered in new condition. We never even sat on it and now they want to patch the leather? After many phone calls and trips back to the store, they agreed to replace it. We had to wait three weeks for the item to be scheduled for replacement. More phone calls. Then they entered an invalid delivery address and blamed me. More calls. It was scheduled for delivery today between 7am-11am. Again they had problems with the address. More calls where I was told this was my fault because I didnt give them the cross streets. I see very clearly on my paperwork that we told them [redacted], less than a mile from their store. They managed to find it the firs time. So after noon they show up to take the original damaged sectional. Surprise, the new one is torn on the arm. They left one half of the sectional and took the old one and half of the new one. More calls. Another visit to the store. At this point I am very concerned about the poor quality of the furniture. If twice it has shown up torn before it is even used I dont expect it will be very durable. The sales people and the store manager were great but the customer service and delivery issues have been a nightmare.Desired Settlement: Please come and pick up the half of sectional and give me a full refund. This has cost me hours and hours of my time along with stress and being treated so poorly. All I wanted was new furniture for Thanksgiving at my home and here we are almost Christmas and I have to go shopping for something else.

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] original delivery occurred on November 21, 2013. At the time of delivery, Ms. [redacted] reported damages to her sectional and our Customer Service department authorized an exchange. We attempted to deliver Ms. [redacted] new sectional on December 10, 2013, but unfortunately, the pieces arrived damaged once again. On December 17, 2013, Ms. [redacted] received delivery of her sectional and confirmed her satisfaction with the furniture. She has been given an in store credit and has also been provided a contact name and number for any future concerns. We sincerely regret the inconvenience caused by this situation and hope Ms. [redacted] is now able to enjoy her furniture. Regards,[redacted]Executive Assistant

Review: When my furniture was delivered from Ashley furniture my wall was damaged. They (Ashley furniture) sent out a repair person (company employee) on June 14th who did a horrible job, I called and asked them to submit their insurance information or to pay for the repair done by a licensed professional drywall repairman and painter. the requested two estimates which I provided two from a drywall repairman and two painters. Both similarily priced at 100 and 150 for the drywall and 700 and 625 for the paint. Ashley sat on this information for a week and a half after it being submitted and then replied with this:

"Thank you for submitting your quotes regarding the concern with the damage done to your wall at the time of your delivery. We have had the opportunity to review your quotes and have submitted. We have also contacted our contractor who submitted a quote of $250.00 to complete the drywall repair, paint, and labor. Since there is somewhat of a discrepancy in the quotes submitted as compared to ours we are prepared to settle the matter in the amount of $300.00 or we will be happy to provide our own service technician to complete the repair."

However their own technician was unable to complete the repairs in the first attempt. As a nte ther have been o contractors other than ours out to look at the damage so there is no basis for their adjustment of the cost. this is a simple matter to be resolved by repairing the damage by a professional licenced independent contractorDesired Settlement: I would like them to pay for the repairs to be done by licensed independent contractors.

Business

Response:

July 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 delivery occurred on June 4, 2013. Our delivery team unintentionally caused damage to Mr. [redacted]’s hallway and a service appointment was scheduled for June 14, 2013. Our service technician was able to make some repairs but could not complete them.

Mr. [redacted] has been encouraged to submit repair estimates from licensed and insured contractors and will reimburse him at a reasonable and customary rate. We have also asked a reputable, licensed and insured contractor in his area to contact him and present a repair plan. We will continue to follow up with Mr. [redacted] to confirm the property damage repairs have been completed.

Regards,

Executive Assistant

Ashley Furniture Homestore