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Ashley Furniture Homestore

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Ashley Furniture Homestore Reviews (3760)

Review: I purchased the Ashley new castle foam mattress back in November picked it up from warehouse brought it home everything was fine up until last month June 8months later I noticed there was a crack on the top of mattress I call Ashley week later they sent someone down he had me take the cover off to look at mattress when I removed the cover I noticed the mattress was torn to pieces literally coming apart and stained the representative said that there was nothing he could do about it that my warranty was no long applicable he then told me to wash mattress and call for someone else to come down latter on that day I noticed fibers from mattress flying all over my home in my clothing in my a/c unit I called again the individual that I spoke with was rude insinuated that I might have done it intentually then he told me that the warrantys where voided and have a nice day and hung up on me so now I'm stuck with a 2000 dollar sponge and a mess to clean up not to mention the health effects of what ever was expelled into my air system and everywhere so buyer beware if you are in the market for a mattress steer clear of this place it's a big rip if you do decide to go here make sure that you examine very carefully.Desired Settlement: I called to get resolved but that's not going to happen but it was my first and last purchase for Ashley.

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] original delivery occurred on 11/28/2014. On 05/28/2015 Mr. [redacted] contacted our customer service department to report an impression in his mattress. On 06/06/2015 a service technician was dispatched to Mr. [redacted] residence to perform an inspection on the mattress. Upon inspection it was determined that there were no defects present with the mattress. It was also reported that there were multiple stains on the mattress which per the policy of the manufacturer voids any implied warranties on said product. On 06/26/2015 Mr. [redacted] had contacted our customer service department explaining his dissatisfaction with the mattress and felt that “fiberglass” was being released from the mattress. It was explained to Mr. [redacted] that mattresses do not use fiberglass in the construction process of a mattress. We received Mr. [redacted] correspondence from the Revdex.com on 06/25/2015. Mr. [redacted] was contacted by our customer service management team and was explained the terms of the warranty on the product and that if Mr. [redacted] would be able to have the mattress professionally cleaned with documentation and a receipt provided we would assist Mr. [redacted] with a reselection to a different mattress to appease the situation. Mr. Burt has agreed to the terms and has the contact information for the customer service management team to reach once he has completed the terms of the agreement. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I am a senior, a single parent, and I am raising 2 small boys, I live on a fixed income, I went to Ashley furniture and told them I didn't have a lot of money but needed some thing durable for my boys, I ended up spending I think around 5000 for a leather sectional and some bunk beds and a table, they told me I needed to buy an extended war for the sectional in case anything happened to it, It started falling apart and I called customer service and they told me it wasn't covered under extended war but told me when I bought it that I needed it for that reason, pieces of the leather fell off and my boys ate it, they told me they would give my money back for the war but I didn't buy it to have the money returned, they charged me a lot of money for it, they told me the leather was top of the line but I think they lied, if it was top of the line my kids could not eat it, I think im going to have to take them to a specialist to see if any damage happened from the chemicals in the leather. I don't know why they would rip me off like that, im a good personDesired Settlement: I need my furniture replaced just like they told me they would do if I bought the warranty

Business

Response:

April 13, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Thank you for contacting [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. / Mrs. [redacted]’s concerns. The [redacted]’s original delivery occurred on 01/15/2014. On 09/19/2014 our customer service department stating that there was peeling with the material on their sectional. A service technician had been dispatched to the [redacted]’s residence on 10/10/2014 and had noted that there was a peeling issue on their sectional that was covered under the terms of the 1 year manufacturer warranty. A replacement part had been ordered and was installed on 11/15/2014. On 03/18/16 the [redacted]’s had contacted our customer service department to report peeling concerns with their sectional. Our customer service associate had explained that the customer’s manufacturer warranty had since expired (as of 01/15/2015) and that their extended protection plan was an accidental incident plan and not an extension of the manufacturer warranty. In order to help appease the concerns we did offer a possible service as a courtesy pending that the [redacted]’s could provide us with photos of the area of concern. We did not receive a response from the [redacted]’s after numerous calls. On 04/06/16 we received the [redacted]’s correspondence from the Revdex.com and have made several attempts to reach the [redacted]’s via phone as well as email to attempt to assist with no response. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Review: We purchased two lovely leather sofas at Ashley furniture that were not on clearance or in the defective section. Our furniture were delivered from the warehouse. They bought at full price and we we buy most our furniture at Ashley because we feel their product is superior. We bought the warranty under the advise of the saleman.

So, my furniture is in very poor shape after the contractor came to repair some areas that apprearded to look like cat scratches and we have no pets or small children. Since the contractor repaired area that had the defects the sofa now looks very very very bad. It looks like its peeling and the area that needed attention is barley used. Ashley furniture is has dementia. At the time of the service we were not aware he was ill. He was diagnosed after signing but thats not the point. the warranty states replacement if they are not able to fix or satisfied by the repair. This is being denied as the invoice states it was caused by were and tear and we have not abused our furniture.

We bought 2 sofas at the same time and now the very same defect is now present on the second sofa. Ashley sent out another warranty technician out and again we were told wear and tear and this time nothing was done to correct the defect. Again, wear and tear was the diagnosis. It looks like a cat scratched with its claws and again we have no pets. please all we want is a replacement of the defective furniture claiming were and tear and we disagree. It was made to appear like were and after the warranty work was dont. This contractor gave my husband a form to sign even tho we refused to. He told us he would not get paid from Ashley. Furthermore, my husband who sign the invoice stating we were happy .Desired Settlement: We want Ashley Furniture to honor the warranty" stating repair or replacement "that was purchased by the advise of our salesman. please all we want is a replacement of the defective furniture claiming were and tear and we disagree. It was made to appear like were and after the warranty work was don"t. This contractor gave my husband a form to sign even tho we refused to. He told us he would not get paid from Ashley. Furthermore, my husband who sign the invoice stating we were happy .

Business

Response:

July 3, 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 January 3, 2010. On June 5, 2014, Mr. [redacted]

reported fading on his two sofas. A technician appointment was scheduled for

June 18, 2014. Our technician determined the fading on the sofas was due to a

lack of maintenance and normal wear, which is not covered under the extended or

manufacturing warranties.

On June 21, 2014, Mr.

[redacted] was contacted and we offered to refund the cost of his extended

warranty. Mr. [redacted] declined this offer. Further review and correspondence

between our corporate technician and Ashely Furniture Industries has resulted

in a determination that the peeling on the sofas was accelerated by an inherent

manufacturing defect. We have offered for Mr. and Mrs. [redacted] to select new

furniture that will better suit their needs.

We sincerely regret

the service issues with these sofas and hope that Mr. and Mrs. [redacted] will

enjoy the new furniture of their choosing. They have been provided a contact

name and number for any future concerns.

Regards,

Executive

Assistant

Ashley Furniture Homestore

Review: May 27, 2013 I purchased some furniture for $987.21. The furniture was delivered on 06/4/13 but noticed they were damaged (back side and the side). Notified business of such on 06/5/13. I had a 72 hour time frame for a refund or exchange. I called within that time frame advising I wanted to return them. I was told on 06/15/13 they would come pick-up the furniture. When they arrived, they only came to look at the furniture and did not take the furniture. I asked why they would not take it and I was told b/c there was only an order for repair, not pick up. I called the business and asked to speak to someone in Spanish. I was told they would not be refunding the money to me, and if I had an issue to speak to a manager. Later they told me they would only repair the sofa. They have not made the necessary repairs. I've had three cancelled appointments: 07/10/13, 07/12/13, 07/26/13. When I call to follow-up I'm treated extremely rudely, unprofessional. I ask for the reps. names and they hang up on me. I was told I had a 72 hour refund/exchange period. I've spoken to [redacted] and [redacted]. I was told on 07/18/13 they would return my call and no one has.Desired Settlement: I would like a refund.

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 Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on June 4, 2013. On June 5, 2013, Ms. [redacted] reported damage on her sofa, apparently caused by the delivery team. A service appointment was scheduled for June 15, 2013. Our technician determined parts were required to complete the repairs on the sofa.

On July 27, 2013, a service technician returned to Ms. [redacted]’s home and installed the parts to her sofa. Ms. [redacted] indicated she was happy with the technician’s work but upset that the damage had been caused by the delivery team. Ms. [redacted] was then contacted by a Lead representative in our Customer Service department and has been authorized for a replacement sofa.

Ms. [redacted]’s new sofa is scheduled to be delivered on August 15, 2013. We do apologize for the incident that occurred upon delivery and hope Ms. [redacted] will continue to shop with us.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased an Ashley [redacted] Recliner Leather Sofa from Ashley Furniture on 2/28/2010 (cost of sofa before tax as $799.19). I also purchased a 5 Year Warranty sofa leather coverage plan for $119.99. I received a pamphlet at the time of purchase that included Ashley Furniture Quality, and Warranties. Under this section it states "Our seat cushions are all environmentally friendly and CFC-free. Our high resiliency foam set cushions, are individually assigned for each frame in our line. We select the density, layers of foam, and specify when Super Soft Polyester Fibers are used based upon the structure of the set. All of this attention gives our Luxury Set cushions exceptional comfort, and durability." I called Ashley customer service on 5/19/2013 to request service repair for the following issues:

1. The leather on the side of the middle custom is cracking, and 2. The foam in the cushions are sagging (for example, the cushions are no longer plush and therefore the leather is wrinkling). I was told by Ashley customer service that these issues are not under warranty. That my 5 year leather warranty coverage only covers accidents and that sagging cushions are only covered the first 12 months of purchases. I was never told this and never given written information about this policy.Desired Settlement: I would like Ashley is repair/replace the middle cushion that is cracking and correct the sagging cushions. If for some reason they can not make these repairs (for example, the sofa has been discontinued), then I would like a replacement sofa.

Business

Response:

May 25, 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 March 16, 2010. On May 19, 2013, Ms. [redacted] reported the leather on her sofa was cracking and peeling and her cushions seemed to be flattening. We advised Ms. [redacted] that per her extended leather warranty, cracking and peeling is not covered unless related to a specific accident or incident. The warranty on Ms. [redacted]’s cushions expired more than two years ago and could not be serviced.

Ms. [redacted] has been contacted by our Corporate Customer Care department and we are currently determining if a courtesy service is possible after reviewing photos of her merchandise. We will continue to follow up with Ms. [redacted] in hopes of reaching an amicable solution.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I placed a dinnette table on layway back in 2009. I called because I was notified by the state of CA that I had funds getting ready to be sent to the State by Ashley Furniture. I called and requested a refund becasue clearly I'm no longer interested in purchasing anything and just wanted to get my money back. I was told that I would have to wait until they sent my funds to the state to then collect. I no longer have my receipt so I can only go by what they claim the policy is but honestley why would you have a customer have to go through all of this if they are no longer going to purchase something from almost 4 yeara ago. I will never shop with Ashley Furniture not the way to do business with people. Bascially now I have to wait unitl 6 for the company to send my money to the state, then proceed to try and collect from the state which will take up to possibly 12 months. Ridiculous!!!!!!!!!!!!!!!!!!!!! Not to mention not one manager, or supervirsor would even speak with me.Desired Settlement: My money before sent to me before it sent to the state.

Review: On February 11, 2013 I purchased a bedroom set from Ashley Furniture. I was told that it was in stock and would be delivered on Saturday February 23, 2013. I had to schedule to get this time off of work because I am active duty. The day before it was to be delivered I was called and told that they did not have the items in stock and would be unable to deliver for at least a month. I went to Ashley Furniture and informed them that I did not want to bed room set anymore because they were unable to deliver it on the set date. The total cost for the bedroom set after tax was $4,868.36 and they sent me to talk to a supervisor. The supervisor said she would make a few phone calls and offered an additional 13% off which placed it to the equivalent of an employ discount as long as the merchandise was delivered on or before March 3, 2013. The amount to be refunded to my card was $631.26 bringing the new total to $4237.10. I was told the refund would take 3-5 business weeks. The bedroom set was delivered on March 2, 2013. I waited the 3-5 business weeks and the money was never refunded. On July 5, 2013 I went back to Ashley Furniture and talked to the same supervisor and a request to change/cancel order was filled out to "correct" the problem. From July through September I was out to sea and had a son and was unable to deal with Ashley Furniture. On September 28, 2013 I returned once again to Ashley Furniture and talked to a floor manager and was told that they money would be refunded, I would receive a $100 in store credit, and would be called on October 5, 2013 to verify that the $631.26 had been refunded. As of today October 13, 2013 the funds have not been refunded and no phone call was ever received. Today I will once again go into Ashley Furniture and talk to them about the problem and inform them that I have filled a complaint with the Revdex.com. If this does not correct the problem I will file paperwork with my bank against the charges on my card.Desired Settlement: Refund the $631.26 to my card

I also want a hand written apology letter written to my wife [redacted] explaining why I have to deal with an incompetent company who in eight months has be unable to refund the money and requires a person who works 100+ hours a week and has to spend part of their only day off in three weeks dealing with Ashley Furniture instead of spending it with his wife and son.

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] purchased his furniture on February 11, 2013. At the time of purchase, he was scheduled for delivery for February 24, 2013. On February 22, 2013, Mr. [redacted] was contacted and advised there was a manufacturing delay on his order. His delivery was rescheduled to March 2, 2013 and occurred without incident.

Upon being notified of the delay, Mr. [redacted] contacted the store where he purchased and was offered a price adjustment on his order. This adjustment never occurred. Mr. [redacted] visited the store several months later to discuss this issue and again, the price adjustment was never processed.

On October 13, 2013, Mr. [redacted] visited our store as a third attempt to have his price adjustment processed. He spoke with a manager there who was able to assist him and has followed up to confirm the refund was successful. We sincerely regret the extreme delay in a resolution to Mr. [redacted]’s concerns and hope to regain his trust in the future.

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,

The past two months dealing with Ashley furniture has been a terrible experience. On January 20th my husband and I moved back to Las Vegas and decided to get all new furniture for our new home. Our sales associate Chuck was very kind and professional. We had a good idea of what we wanted so overall walking through the store with Chuck was very smooth, and the sale going on at the time made everything very affordable. We spent about an hour selecting all of our new stuff and when we asked Chuck about how long would it take to ship it to our house he said around 7-10 days. This all seemed too good to be true and sure enough it was.After spending a good amount of time in the store and waiting for all of our information to be put into the computer Chuck says that a few of the items were on back order and that the furniture cannot be delivered until February 10th. This is obviously longer than the 7-10 days we originally thought it would be, but it was not too far away so we happily agreed. After a few minutes more of waiting to sign the papers Chuck says we could only have February 10th if we agree to pick up 2 night stands and a dresser at a later date because they would not be ready with the rest of the furniture. Since we do not own a truck and we were already paying for delivery my husband asked for the next available delivery date when all of our items could be delivered at once. This is when we should have walked away. Chuck says the next delivery date is February 27th. I found it absolutely ridiculous to wait 5 and a half weeks for our furniture, considering we would be in an empty house until then. We had just spent a lot of time picking out everything and it was all for a very good price so we reluctantly agreed on a February 27th delivery date. For a company that prides themselves on making and delivering their own furniture to cut out “middle man” costs I find their delivery date options extremely unimpressive. Already annoyed with the lengthy wait time we then receive a phone call from Ashley a few days prior to our scheduled delivery date. We were then told that they could not deliver our furniture until March 6th. Are you kidding me? This is now 6 and a half weeks from the first day we regrettably walked into that store. Had we known that it was going to take this long we would have never did business with Ashley Furniture in the first place. I asked if there was a manager or someone else that I could speak with to get a better explanation as to why this was once again getting pushed back, but the customer service representative politely explained that some of our furniture was just not ready. I asked if we were going to be compensated for the inconvenience that this was causing us, and we were put on hold. The customer service representative came back and said there was no compensation program in place, but that she would have a manager call me the day of delivery to make sure everything went smoothly and we could discuss any compensation at that time. I even verified at the end of that call that I did not need to call a manager the day of delivery, that a manager would call me. Finally the day of delivery our large shipment arrives with three very nice and professional delivery guys. Everything was assembled fast and looked great except for one dresser. On my dresser there was a chunk chipped out of one of the bottom drawers and a crack on the top of it. Frustrated that I had to wait this long for a damaged dresser I asked what was the next step. The delivery man said my options were to either wait for a technician to come out and try to fix it or to order a new one. I opted to order a new one since it was extremely doubtful that it could be fixed. The next day after our stuff was delivered we received another call from Ashley Furniture stating that our bedroom set has been discontinued and we would need to come to the store to pick out a new dresser. In what world does this sound like a reasonable solution to our problem? You’re telling me that after 7 weeks I need to come pick out a mismatched piece of furniture to go with the rest of my bedroom set.Consumed with frustration I go into the store the next day and waited to meet with Mark, the manager on duty. While waiting for Mark I went to check out the floor model to see if there was any damage to it thinking that accepting the floor model may be an option, but there was a sold sticker on it. About 15 minutes of waiting for Mark I finally explained my situation to him. His first response is to not pick out a new dresser but to completely pick out a new bedroom set… I immediately shot down that idea. I waited a very long time for the furniture that I had already picked out and loved there was no way I was willing to have it all picked up and wait for something new. I suggest that Mark looks for the dresser at another Ashley furniture. He gets on the computer and discovers an error by one of the sales associates. Apparently when the sales associate sold the floor model the order was pulling the furniture from the warehouse instead of the actual sales floor. So what I understood is that my husband and I paid full price for this dresser and were told that there was no more and we would need to pick out something else. Meanwhile another customer paid the discounted floor model rate and was going to be receiving the new furniture from the warehouse. I am shocked that this company is still in business with careless mistakes such as this. Mark quickly made some phone calls and got it fixed. The next irritating moment was the delivery date for my new found dresser. The absolute soonest day they could offer me was 19 March. So after all of that mess I still have to wait another 10 days to receive this dresser when I was told that the dresser was sitting at a warehouse here in Las Vegas. Today is March 20th I received my dresser yesterday. Once again I had very nice and professional delivery guys. They take the dresser off of the truck and guess what…. THIS DRESSER WAS DAMAGED TOO! Knowing that Ashley Furniture’s first solution to a damaged piece of furniture that they apparently no longer make is to just “come pick out a new one” I decided to accept delivery of this damaged dresser. The delivery man said that he would have a tech come out and try to fix it as soon as possible. This dresser just has scratches on the drawer and has a better chance than the first dresser of being fixed. So here I am two months since we first ordered our furniture and this transaction is still not complete. The technician is scheduled to come on Sunday, just three days since we received the dresser(fastest thing Ashley Furniture has ever done). I’d like to note that I never received that phone call from a manager that I was promised on our first delivery date. I would also like to point out that I never received any of the phone calls pertaining to this shipment, even though I was the one listed on the paperwork to be contacted. Ashley Furniture decided it was a much better idea to interrupt my husband at work, multiple times. I was never compensated for the inconvenience or hassle this has been. I was never offered any sort of discount or refund for the damaged dresser. I never received any follow up from a manager to make sure we were happy customers. It seems to me that after getting thousands of dollars from us that they were no longer interested in customer service. If there is any member of Ashley Furniture management reading this right now please ask yourself what you can do as a member of Ashley Furniture leadership to make sure that this sort of experience never happens again to another customer. Though there are items we still need to purchase we will be taking our money to a company that is more customer focused. Shame on you Ashley Furniture, you have disappointed me and insulated me as a customer. I will be sure to alert future furniture buyers on various social media sites and share my awful recent experience with Ashley Furniture located off of [redacted].

Review: I had Ashley furniture inspectors visit my home twice because the seat cushions on the set of couches I purchased from them began to bulge out from the sofa frame and look worn and sink terribly when sitting even though I had not even had the set for a year at that point. They informed me that it was normal wear to which I responded that if the seat cushions were showing this much wear before a year of purchase I'd hate to see how they're going to look after a few years. I requested whether the cushions could be replaced or if perhaps it was a manufacturer defect and they responded with no.

Product_Or_Service: Barclay sofa and loveseat

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like for Ashley furniture to stand behind their products and replace my seat cushions.

Business

Response:

February

27, 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]’s original delivery occurred on

January 2, 2013. On May 29, 2013, Ms. [redacted] reported that her cushions

seemed to be sinking. On July 3, 2013 our technician determined the cushions

were experiencing normal wear from use. On December 5, 2013, Ms. [redacted]

again reported that her cushions seemed to be going flat. On December 11, 2013,

our technician again determined there was no defect in Ms. [redacted]’s cushioning

and the service was listed as complete.

Upon receiving her correspondence from the

Revdex.com, Ms. [redacted] was contacted by our Corporate Customer

Care department as we were unaware she was dissatisfied with the technician’s

findings. We have since ordered replacement cushions which will ship directly

to Ms. [redacted]. She has been provided a contact name and number for any

further concerns.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

W. Bell Road, Suite *

Glendale,

AZ 85308

Review: I purchased a brown leather sectional model# [redacted]; serial # [redacted] approximately 7 years ago and have experienced significant amount of peeling off in the arm rest and top back rest of the cushion. This is highly unusual and sign of poor quality as we don’t use these areas for sitting and would preclude the normal wear and tear. I strongly disagree with their policy of 1 year as I have and continue to own several other pieces of leather furniture, some of which is much older than the one in dispute, and have never seen such poor workmanship and quality. It is almost impossible to comprehend how an area of that chair will peel off on its own accord unless of course people choose to do backflips of the chair or use it as a cutting board, which definitely is not the case here.Desired Settlement: I would very much appreciate Ashley Furniture to reconsider their decision of providing some sort of repair as esthetically this look horrendous and from a customer satisfaction standpoint reprehensible due to the area this defect has occurred. I am not asking for a new chair but rather a satisfactory solution to accommodate my concerns of acceptable quality standards and repair the furniture at no cost to me.

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 April 12, 2006. On September 25, 2013, Mr. [redacted] contacted our Customer Care department and reported damage on his sectional (photos attached). It was explained to Mr. [redacted] that his manufacturer’s warranty had expired more than 6 years ago in 2007 and we were not able to assist. Mr. [redacted]’s merchandise is exhibiting signs of excessive lack of maintenance. Replacement materials are no longer available and we have reiterated we are unable to assist in this situation. 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.

The response form Ashley is unacceptable as this tear has nothing to do with maintenance as all remaining sectional pieces are in great shape. Therefore the notion that I have not maintained just this section of the furniture is absurd and not valid. I continue to reiterate that the general merchantability of the item is substandard and unacceptable. Furthermore, I have had it inspected by a professional repair company and it was revealed that this furniture is NOT real leather but rather artificial material, contrary to how it was advertised to me by the salesperson at the time of purchase. Therefore, the general sense of fairness, honesty and integrity of the sales process is completely false, and misleading. The key here is that I am asking from them to repair the item, not exchange or return. This is a simple and fair request.

Regards,

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 April 12, 2006. On September 25, 2013, Mr. [redacted] contacted our Customer Care department and reported damage on his sectional (photos attached). It was explained to Mr. [redacted] that his manufacturer’s warranty had expired more than 6 years ago in 2007 and we were not able to assist. Mr. [redacted]’s merchandise is exhibiting signs of excessive lack of maintenance and beyond repair. Replacement materials are no longer available and we have reiterated we are unable to assist in this situation. Our response as a company remains unchanged. Regards, [redacted]Executive AssistantAshley Furniture Homestore

Review: We are very disappointed with the so-called customer service we received since the purchase date of November 29, 2015. We were given dates for deliveries that changed: bedroom set and mattresses had been received but not the bedding (customer service gave us four different delivery dates: 12/12, 12/17, 12/20 and now 2/7/16). We were going back and forth with the warehouse who then said we needed to talk to customer service. Explanation for the 2/7/16 date was because there is nothing in stock until that date. Customer service at the store was not up front with us from the very beginning. How can they offer something that they don't have in stock for three months?

On the positive side the warehouse agreed to deliver the furniture with no delivery charge because the furniture was not available on the date we were supposed to pick it up at the warehouse. The dresser and night stand were damaged. Ashley sent a repairman out on 12/23/15 to look at the problems. The night stand had a crack in the wood (he glued and clamped it and then stained the repair. The dresser hinges were loose and the door was hard to open (he re-screwed the hinges only). The dresser has two sets of previous screw holes and now the re-screwed screw(s) are at an angle and the door is also [redacted] eyed. The repairman said if we were not satisfied with the repairs on the DAMAGED NEW FURNITURE we could request replacements.

We sent an email to Ashley, [email protected], as requested by them on 12/30/15, with no reply back as of yet.Desired Settlement: We want the damaged/repaired NEW dresser and night stand replaced. We also want the bedding that was promised us at the time of purchase NOW not three months from now.

Business

Response:

January 14, 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 Mr. [redacted] concerns. Mr. [redacted] original purchase was made on 11/29/2015 and scheduled to be received on 12/12/2015. On 12/9/2015 we were notified from our manufacturer that there was a delay in shipping on the order and could be rescheduled for 12/17/2015. Due to the delay on the order Mr. [redacted] had been offered delivery at no additional cost. Upon the delivery there were 2 items that had been reported with minor damages and an appointment for a service technician was scheduled for 12/23/2015. The appointment had been complete and signed in agreement that all services had been rendered. iWe had received Mr. [redacted] correspondence from the Revdex.com on 01/7/2016. Our Customer Service Management team contacted Mr. [redacted]n which Mr. [redacted] had advised that he was unsatisfied with the services rendered on their pieces. It was agreed to replace the original damaged pieces which was completed on 01/13/2016 and Mr. [redacted] was compensated for the challenges experienced with the purchase. We regret the delays and damages on delivery with Mr. [redacted] purchase and he has the direct contact information for the Customer Service Management team should he have any challenges in the future. 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. We have received replacements for the damaged furniture and are just waiting for credit to be applied on our account.

Regards,

Review: I ordered a bed set, 2 night stands, and a dresser through Ashley furniture. When being delivered, the delivery man stated that a night stand "did not meet code" and I would not be receiving it today. I told him that nobody had called and told me about it. I then called the store and the person I spoke to did not know why I didn't receive the piece of furniture. I had told her that the delivery man said it didn't meet code. It has been almost a month and I still have not received my item!

Business

Response:

Good afternoon,This consumer is being delivered her new nightstand tomorrow morning. I am unsure of the confusion but she will have her product tomorrow morning. If any other questions are needed please let me know.Thank you,[redacted]

Consumer

Response:

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

Review: I PURCHASED A BONDED LEATHER SOFA AND LOVESEAT FROM ASHLEY FURNITURE A LITTLE OVER THREE YEARS AGO AND IT HAS ALREADY STARTED TO BUBBLE AND CRACK. CONTACTED ASHLEY AND OF COARSE WAS TOLD NOT COVERED IN WARRENTY.ASHLEY NEEDS TO TAKE CARE OF CONSTOMERS BETTER. MAY NOT BE ALOT OF MONEY TO THEM BUT IT IS TO ME. ANY SOFA SHOULD LAST LONGER THAN THIS.Desired Settlement: FIX IT OR REPLACE IT.

Business

Response:

Good afternoon, I have reviewed this customers account and the purchase was made in [redacted] in September of 2012. There is a one year standard warranty and a 5 year protection plan that is offered, which the customer did purchase. The protection form which is registered at time of purchase plus the in store handout states clearly that cracking, bubbling, and peeling caused by a specific incident is covered through the protection plan company called [redacted]. Again, caused by a specific incident. The number to contact them is [redacted] if the customer wishes to file a claim with them. Otherwise, unfortunately the merchandise is only covered for one year which expired in October of 2013. Thank you,[redacted]

Review: Store Information:[redacted] Furniture Homestore[redacted]###-###-####On 2-28-15 My husband and I purchased $3,527.46 worth of living room furniture. It was delivered on 4/24/15 with a tear in the love seat which delivery person acknowledged after being shown this by my husband and made a note of on the delivery ticket. When I got home from work I called Mr. [redacted] the store manager who assured me another one was being ordered to replace defective one and one be here in approx. two weeks. I demanded a Saturday delivery so we would not have to miss anymore time from work since it was their error. He told me he would put me down for such. I called in the middle of May to check since love seat was not delivered yet and hadn't heard anything from Ashly and was told it could be "6 weeks, standard delivery time." This seems unfair to me since we have paid them in full. On June 27, 2015 we did finally receive our love seat but will never purchase anything from them again as four months is a long time to wait for a store to make a purchase right. [redacted]Desired Settlement: see Attached document

Business

Response:

Good afternoon,I have spoken with the manager in [redacted] in regards to the complaint made. The customer had a delivery set for June 21st and everything was delivered except for a loveseat, which came in with a tear in the fabric. For the convenience of the customer the manager allowed her to use the loveseat and re-order a new loveseat. Our warranty states that with any product our procedure is to always repair before we even consider to re-order a piece, as we can repair most anything. The manager re-ordered the loveseat on June 22nd which was the day after the initial delivery, and the customer is set to be delivered today, June 27th, the new loveseat. If any further information is needed please contact us. Thank you,[redacted]

Consumer

Response:

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

[redacted] & [redacted]

Review: I had call them about my broken recliner in june thay sent a repair man out and he replaced the broken wood but he did not replace the bent spring hooks he just strightend them out. but when he did that he must of weekend them because two of them broke into. now I call them back customer service told sept 15th thay would not stand behind his work. and told me my warrant was not good unless I pad a 45.00 warranty fee I feel that not write if thay would have new hard wear it would have not broke again.

Business

Response:

September 24, 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] originally picked up his furniture from our warehouse on July 3, 2012. On September 16, 2013, Mr. [redacted] reported his springs seemed to be broken and requested a service appointment. Our Customer Service department explained that per the manufacturer’s warranty, a labor fee applies to all service issues related to springs after one year from the date of delivery.

Mr. [redacted] was then contacted on September 18, 2013 by our Corporate Customer Care department and we have scheduled a courtesy service at no charge. Mr. [redacted]’s appointment is scheduled for September 26, 2013 and we will follow up to confirm his satisfaction.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a rocker/recliner from Ashley Furniture Homestore in [redacted] off of their clearance section. I chose a sensible leather recliner with a power option and it seemed to have fit my needs. While the salesperson was writing up the information she had us look around in the store at the other clearance items. We asked about applying for a credit card and were directed to the desk while she continued the paper work. After the credit card application was finished they asked to see my ID which I had accidentally left at home but I did have an expired one in the car. They said they would not accept that but I explained I lived an hour away and would not drive home just to drive back. They then accepted said expired license. My husband and I filed a joint account. After that was filed the computer systems had "gone down" and they were unable to provide me with any additional paperwork other than the worksheet, and authorization of credit card. There was no conversation that any items purchased were final sale. I was handed a paper while they were explaining the credit card and was told to sign...and assuming that it was part of a credit card process I signed it. However, I had signed the worksheet where they had wrote things such as "take sale" "as is" "no refunds" but again not one person in the store explained there were no refunds. As soon as we got it home I began to get sick and nauseous from the smell of the leather. Sitting on the leather made my skin itch and caused a reaction. We decided to let it air out in another room to help with the smell. However, the smell bothered me throughout the night causing my morning sickness to reach an all time high. I was up all night feeling feverish, ill, and vomiting. I called the company the next morning in hopes that I could exchange the piece for a different type of fabric. The manager rudely explained that since I had signed the form that said "no refunds" that they would not refund. There is nothing on my receipt that says no exchanges or final sale. I felt that this was absurd that I would not be able to exchange it for something different especially when I had such a bad reaction to it. I explained I would even pay more for a chair that was a different material. The manager would not comply and I asked to speak to the regional manager. He called me back in a little over an hour and in a calming voice said that he "could certainly help me out" and "lets get you into something more comfortable." In my opinion he had implied that I could exchange. He instructed me to visit the nearest Ashley Store which was in [redacted] and find something of equal value or "something he could give me good price on." I picked out a couple options believing that I was in the store to exchange but was not able to find exactly what I was looking for. I called him and asked if I could exchange it for something else entirely and he explained that he had not meant that I could exchange and meant that he would just give me a deal on ANOTHER chair. Not in a position to spend MORE money I declined his offer to a discounted second chair and explained that I will never visit, shop, or purchase from another Ashley store ever again. It is incredibly disappointing that I find myself writing this complaint form because had they just complied with my suggestion of an exchange the store would have likely received more money from me as well as future business. They were completely unwilling to change my current situation regardless of the following details: I was unaware that all sales were final. I was not made aware of the odor until the chair was in my home. I called to fix the problem within 24 hours. My receipt does not state there are no exchanges. Now I would just like this chair out of my home as I will not be able to use nor will my husband if I am unable to handle the smell and appear to break out in rash when sitting it in. I would like them to refund me as I have tried unsuccessfully to exchange the item and will not step foot in their store again. In fact, the only way I will visit is when I receive a refund and can return the chair.Desired Settlement: Now I would just like this chair out of my home as I will not be able to use nor will my husband if I am unable to handle the smell and appear to break out in rash when sitting it in. I would like them to refund me as I have tried unsuccessfully to exchange the item and will not step foot in their store again. In fact, the only way I will visit is when I receive a refund and can return the chair.

Review: Mr. [redacted],

I want to start off by saying that CD at your store on [redacted] in Las Vegas is an excellent consultant and made my buying experience so amazing I must have told 20 different people if they ever need furniture to please go see him however since that day your company has failed miserable. We purchased our furniture on 06-03-2015 and were told everything but a couple of chairs would be delivered to us by 06-24-2015 which was completely acceptable to us. Since then we have gone round and round with representatives of your company. We were called on numerous occasions changing the dates and were now told that the table we purchased was the piece that wouldn’t be ready in time and it would be available at a later date in July. This is when I called to speak to a manager in your customer service department. After going round and round with her she agreed to credit me $150.00 which I did not think was much but at least she made me feel like I mattered and she was at least trying to appease us for what we were going through. I called once again and talked with another customer service rep and asked since everything else was ready can they just deliver that to us for which she replied yes that would be no problem but we are only going to credit you $50.00 since we only paid for one delivery when we purchased the furniture. I really did not have any fight left in me anymore and I just agreed because we needed it since we just moved in to a new house and we wanted to feel like it was starting to become a home. She set up delivery and guess what came in the delivery…our table that I was told was not ready and the only reason she took the $100.00 back from me so that it could be delivered on a later date. This is where it gets more upsetting now we were told that everything but the chairs were ready even though the whole time we were told it was the table. It is now 07-23-2015 and your company can only tell me it will be sometime in August. As the GM of a company I could never handle my customers this way I would go out of business. This is why I have reached out to you. I am not looking for any handouts I just want you to know what’s going on with your company and after googling looking for your address I have found numerous similar complaints. You have a problem and it’s not at the local level it’s at the corporate level. The person I am really feeling sorry for is CD because I was going to send him a ton of business but now I feel like I need to let everyone know that they need to avoid Ashley Furniture like the plague. I would really like some type of response on what your plan of attack is going to be to make sure a problem like this does not happen to the next person that walks in to an Ashley Furniture store and after they leave feeling warm and fuzzy the nightmare begins with your customer service department and I use the word customer service painfully knowing they are far from that.

I look forward to hearing back from you on what that action plan will be.

Thank you for your time,

###-###-####Desired Settlement: I want to hear there action plan

Business

Response:

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] concerns.Mr. [redacted] purchased his merchandise on 06/03/2015 and were originally scheduled for delivery on 06/25/2015. On 06/22/15 we were notified via our manufacturer that there was a production delay on their purchase and they accepted a partial delivery of their order minus 2 dining room chairs. On the original delivery date of 06/25/2015 there was an item that had been damaged and returned to our distribution center for a full refund. We received Mr. [redacted] correspondence and have apologized for their experience via our Customer Service Management team. They are scheduled to receive the remainder of their order on 08/06/15 and have been compensated for their experience. We sincerely regret the inconvenience of this situation and have provided Mr. [redacted] with a contact name and number for any future concerns. 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 dresser and a bed, along with a tv from this store. They took all my correct info when I ordered the furniture. Then when the dresser came it was damaged. I took off from work for the delivery date. They wouldn't refund or take the dresser back even though it was within the right time frame. Instead I had to wait for them to send a technician out to spray paint or glue the crack which I did reluctantly. Then he did a horrible job so they put me through horror with calling them and they argued with me, had me send pictures of before and after of the cracked dresser. They had shouting matches yelling at me saying it was tough luck and I had to accept it . Then when I threatened to complain to Revdex.com they offered a $100 gift card for their store, but not off the price of the damaged furniture which is what I wanted. They also had to have the guy patch up nicks in the wood on the bed, leaving me in a studio apartment smelling the fumes from the spray paint he used. It was a shoddy experience. That happened from the day they delivered on 04/27/13 to them trying to schedule appointments along the way with fixing the furniture on May 2nd and then not taking my word or the technicians that the furniture wasn't fixed properly. Then I went into the store on several occasions and asked to speak to managers since I was unhappy with having to take damaged furniture when I asked for a refund. They noted all my info and my correct numbers to call me. I then had a problem with the mattress which they sold me at the same time. It started to bubble in certain areas and sink in other areas. It is difficult to sit up in bed because it sinks in too much. The outer portion on the sides of the mattress have creased as well. Im only 110lbs and I complained straight away and they again had arguing matches with me. Not believing me. I went again in person, called customer service five times. They all said the same thing as to the manufacturer stating the bed has to sink 3inches without someone sitting on it. They then scheduled another technician to come take a look and they had my right number but said they didnt and then said they called, but I never received any calls for the appointment. A guy who was disheveled with untied shoelaces and no socks, just showed up at my door with an iron measure stick. I hesitated to let him in but then I did. He was confrontational with his measure stick and I asked him to leave. Since then the bed has sunken more and bubbled. In a last ditch effort I went into the store and explained again to the manager and he took the right number again to call me ,since they are always at customer service saying they don't have the right numbers to call me, though I have given them ten times over and over. The manager listened to my mattress complaint and said they would call me the next day and they never did again. Ten days later they called and said again they tried calling and leaving me messages, this time they said the right number, but they never once called or left messages. They wanted again to make more home visits for the mattress but would reschedule with no guarantee they show up or call me the day before, meaning I would lose more time from work. They have put me through arguments and never believing anything I say, and though all my furniture payments have been clearly on time, this doesn't matter. I have asked them to take back the furniture since I got it and they refuse.Desired Settlement: I wish for them to refund my credit account through GE with their store and come get the furniture out of my apartment.

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 delivery occurred on April 27, 2013. At the time of delivery, Ms. [redacted] reported chips on her dresser, headboard and rails. A service appointment was scheduled and occurred on May 1, 2013. On May 3, 2013, Ms. [redacted] indicated she was not happy with the touch up on her dresser. She declined further service for this issue and instead accepted a $100 in store credit which she used in June 2013.

On July 30, 2013, Ms. [redacted] contacted our Customer Service department and indicated her mattress was lumpy. A service appointment was scheduled for August 15, 2013. Ms. [redacted]’s mattress is manufactured by [redacted] whose warranty policy states, body impressions under 1.5 inches are considered normal and not a defect. Our technician measured a ¼” impression in Ms. [redacted]’s mattress and was unable to find a defect in the mattress at that time.

On November 2, 2013, Ms. [redacted] contacted the store where she purchased and said her mattress had become progressively worse. The store forwarded Ms. [redacted]’s request to Customer Service so a new appointment could be set. We attempted contacted with Ms. [redacted] on several occasions and later discovered her phone number had changed and was not updated in our system. Once we spoke to Ms. [redacted], she refused to schedule a new appointment.

Ms. [redacted] was contacted by our Corporate Customer Care department on November 14, 2013 and explained that in accordance with the [redacted] policy, we could not exchange or return her mattress sight unseen. The mattress must fall within [redacted] warranty guidelines as stated above and be stain free. Ms. [redacted] refuses to schedule further appointments or send photos of any issues she would like to be addressed and has asked that we discontinue contact with her. We have reiterated to Ms. [redacted] that we are not able to offer a return or exchange on any of her merchandise at this time but are happy to work with her to seek an alternate resolution. She has been provided a contact name and number should she change her mind.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

Their customer service has been rude to me since I had received the furniture. I have complained continuously throughout having the furniture. They have lied to me about the promotion of the furniture and did a bait and switch when I finally went to purchase it after a few weeks of planning. Then the corporate office has emailed me only because of my complaining to the Revdex.com. I have asked for corporate help since I was first unhappy and they refused to have anyone contact me. I had to accept the offer they gave me for damaged furniture because they said it was my problem to sit and wait for more appointments to have service people come out when they said I never gave them new numbers to call, when I did ten times over. I went into the store to complain three times and nothing was done. They have lied about me not sending photos and I have all the emails to prove it. They have lied about not having my right phone number. They have lied about appointments for me to wait while no one shows up or calls. They have told me they wouldn't accept the furniture when I was supposed to have three days to not want it. I was in the right time frame and said so. The corporate office is not willing to exchange or refund or take back damaged goods. They say one thing about a measurement, I send photos and they then say ok that they see its defective, then an email later they deny the whole thing over again. Im not sure whats wrong with how they think customer service can yell, argue, and just totally ignore calling people back, or trying to just not deal with me period for months. The corporate office now has sent me emails saying the same thing over again, to wait for more service appointments. I have sent photos and they just are saying to prove more things when I was never at fault. The furniture was defective, I didnt want it, I complained, was ignored, screamed and yelled at, baited and switched on. Lied about appointments, phone numbers and its just endless. I am the customer who has done nothing wrong but complain from day one about the furniture. Now Im supposed to take more time and believe a corporate office that has ignored me for six months that I should take more time to wait at their disposal for more ignored calls. I have tried endlessly for them to come fix and look at what was wrong. I dont accept waiting here anymore for more ignorance to occur. I dont want the furniture, I want a refund and to have them come take their furniture.

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 delivery occurred on April 27, 2013. At the time of delivery, Ms. [redacted] reported chips on her dresser, headboard and rails. A service appointment was scheduled and occurred on May 1, 2013. On May 3, 2013, Ms. [redacted] indicated she was not happy with the touch up on her dresser. She declined further service for this issue and instead accepted a $100 in store credit which she used in June 2013.

On July 30, 2013, Ms. [redacted] contacted our Customer Service department and indicated her mattress was lumpy. A service appointment was scheduled for August 15, 2013. Ms. [redacted]’s mattress is manufactured by [redacted] whose warranty policy states, body impressions under 1.5 inches are considered normal and not a defect. Our technician measured a ¼” impression in Ms. [redacted]’s mattress and was unable to find a defect in the mattress at that time.

On November 2, 2013, Ms. [redacted] contacted the store where she purchased and said her mattress had become progressively worse. The store forwarded Ms. [redacted]’s request to Customer Service so a new appointment could be set. We attempted contacted with Ms. [redacted] on several occasions and later discovered her phone number had changed and was not updated in our system. Once we spoke to Ms. [redacted], she refused to schedule a new appointment.

Ms. [redacted] was contacted by our Corporate Customer Care department on November 14, 2013 and explained that in accordance with the [redacted] policy, we could not exchange or return her mattress sight unseen. The mattress must fall within [redacted] warranty guidelines as stated above and be stain free. Ms. [redacted] refuses to schedule further appointments or send photos of any issues she would like to be addressed and has asked that we discontinue contact with her. We have reiterated to Ms. [redacted] that we are not able to offer a return or exchange on any of her merchandise at this time but are happy to work with her to seek an alternate resolution. She has been provided a contact name and number should she change her mind.

As an update, we have reconsidered our position on this matter and feel it is best to pick up her merchandise and refund Ms. [redacted] in full. We regret we were not able to meet Ms. [redacted]’s furniture needs and feel she should shop elsewhere in the future.

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: Wow, what a scam! We bought the warranty to cover our leather couch in case of an accident, and guess what, Ashley Furniture is weaseling out of the deal. Our couch got a small puncture by our kid playing with toys, and we contacted the company when it happened right away (October 19, 2013). The next appointment they could provide us was November 16, 2013. Well, in the time between when we reported the accident and when they finally came to evaluate, the puncture turned it had turned into a large rip. If they would have come out right away, I'm sure it would have been easily repaired. Since Ashley Furniture never made it seem like this was not a big deal, and our warranty would get it fixed we just proceeded with life as normal.

Well, now Ashley says they can't fix the rip and they will only give us $26 towards the problem. Of course, I called the store to complain, and I got the sales pitch that they have great deals right now. Wow, what a shocker, they are being less than fair, to pitch their sales. Yeah Ashley Furniture, these kind of tactics will make us want to purchase from you again.Desired Settlement: I want Ashley Furniture to honor the warranty we paid for by repairing the damage or replacing the furniture.

Business

Response:

November 30, 2013

Revdex.com, Inc.

Dispute Resolution Department

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 June 23, 2009. On October 19, 2013, Mr. [redacted] reported a small rip on his sectional and a service appointment was scheduled under the terms of his extended leather warranty.

On November 16, 2013, our technician determined Mr. [redacted]’s sectional was beyond repair due to an extreme lack of maintenance. Because the damages were not reported within 5 days of occurrence and the leather had not been regularly cleaned or conditioned, a courtesy repair was not possible and our Customer Service department offered to refund Mr. [redacted]’s extended warranty at a pro-rated rate. Mr. [redacted] objected to this offer and was later contacted by our Corporate Customer Care department.

We have now refunded Mr. [redacted]’s extended warranty in full and provided him with a contact name and number for any further questions.

Regards,

Executive Assistant

Ashley Furniture Homestore

Glendale, AZ 85308

Review: On September 14, 2013 I purchased $11,568.91 in new furniture for a new home from this store. I was assured that all of it would be delivered not later than October 15, 2013. I paid for it. On September 28 a good part of the order was delivered. I was assured that the remainder of the items would be delivered within a week. The week passed with no communication from Ashley. When I called I was given the delivery date of October 16. Today I was informed that they were not going to deliver on the 16th - in fact not until December 15. I was very plain with Ashley when I placed the order that I was not willing to wait beyond October 15 and I was assured that the order would be complete prior to that date OR I WOULD NOT HAVE MADE THE PURCHASE. When I contact them about any difficulty I am always told that the manager will return my call. He (or She) never does.I would like to cancel the remainder of the order for credit as well as have them pick up the 2 items in the set that were previously delivered and also issue a credit for them since I cannot match them anywhere else. I don't think I am being unreasonable and I cannot solve the problem when no one in authority is interested in talking to me.Your help in solving this problem will be appreciated.Desired Settlement: I would like to cancel the undeliverable portion of the order and receive a credit for those items. I would also like for Ashley to pick up the 2 items in this set that they had previously delivered and issue a credit for them.

Business

Response:

October 22, 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] purchased her furniture on September 14, 2013. Her delivery date was not scheduled at the time of purchase. Our store management team later split a portion of her order off so the majority could be delivered immediately. Delivery was scheduled for and occurred on September 28, 2013.

The remaining pieces of Ms. [redacted]’s order have continued to be delayed by our manufacturer. Ms. [redacted] was contacted on October 16, 2013 by our Corporate Customer Care department and will receive a second delivery on October 26, 2013. Ms. [redacted] has 3 large bookcases that remain delayed and we are continuing to work towards a resolution.

We do regret the inconvenience this delay has caused and remain dedicated to assisting Ms. [redacted] in this situation. She has been provided a contact name and number for any additional concerns.

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,

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Description: Furniture Retailers

Address: 3750 Williams Blvd, Cedar Rapids, Iowa, United States, 52404

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