Ashley Furniture Homestore

Review: I purchased almost all of my furniture from here for my house. I bought the 5 year warranty and tried calling several times with no answer only a voice mail saying there business hours and they were closed but it was during there open hours. Finally I called the store I bought it from and explained the situation. She said it will take a day or 2 for them to contact me and a couple weeks later (today) still nothing. It would be nice to get a call so I can get my furniture fixed.Desired Settlement: I would like all of my furniture fixed under the warranty I bought and compensation

Business

Response:

December 31, 2015 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] #1[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 06/1/2014 and an additional purchase on 09/22/2014. Mr. [redacted] had attempted to file a claim for damages covered under the terms of their extended protection plan around the 1st week of November 2015 and was unable to reach our customer service department. He had contacted the local store location as to where his original purchase was made and unfortunately his concerns did not reach our service department. On December 14, 2015 we had received Mr. [redacted]’s correspondence from the Revdex.com and he had been contacted by our Customer Service Management team. An appointment for a service technician was arranged for 12/22/2015. Mr. [redacted] had been contacted post-service to ensure that the repairs made were to his satisfaction. Mr. [redacted] had reported that there were a few challenges with part of the repairs and after review it was agreed that a 2nd service technician would be dispatched on 12/28/2015. Upon that appointment it was deemed that 1 item would require replacement and after inspection we have agreed to replace 2 additional pieces which will be delivered on 01/05/2016. We regret the challenges that Mr. [redacted] has experienced and he has been in contact with our Customer Service Management team and has been given a compensation offer for his time and trouble. We will continue to keep in contact with Mr. [redacted] until his replacement pieces have been delivered. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Review: On July 7, 2014 I made a purchase of a three piece sofa set. When the furniture was delivered on July 12 it was discovered that all pieces were damaged or torn. Within 15 minutes of the delivery driver leaving I contacted customer service and notified them of the issue and wanted the driver to come back and pick up the furniture and I would just return it. Customer service advised me that they would make the issue right by repairing the furniture. I stated that I wanted to return it but they insisted on "making it right". I agreed and they came out to make repairs on 7/16 and they didn't have the right parts for one and one tear he was not able to repair and the other two looked terrible. I then went into the store on 7/17 and spoke with the manager [redacted] and finally got them to agree to a refund that would take 10 business days to complete. This is after charging me to come back and pick up the defective furniture. They finally came to pick up the furniture on July 24 after multiple calls to "remind" them it needed to be picked up. Yesterday, August 13, I received the replacement parts in two large boxes for the couches I no longer have. Today, August 15, I contacted customer service once again to let them know I have these boxes and I still have not received my refund. The customer service agent stated I need to take the boxes back to the store. I am unable to leave these boxes first of all, and second I refuse to inconvenienced further. I also have not received my refund either. As of yesterday, August 14, I have still not received my refund. In my calculation that is 20 days. At this point I feel that they have stolen my money from me and I as I understand Arizona anything over $1000 is felony theft.Desired Settlement: I want my money back ALL of it! I don't feel I should be charged anything for pick up or delivery. I want this resolved in 24 hours, I am tired of dealing with this.

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 12, 29014. At the time of delivery, Ms. [redacted] reported service issues with her sectional and advised the store she wanted to cancel her order. Ms. [redacted] was contacted by Customer Service and schedule a technician to make necessary repairs. On July 15, our technician was able to repair 2 of the pieces and determined the 3rd piece must be replaced. On July 16, 2014, Ms. [redacted] again contacted the store and stated she preferred to cancel.

On August 16, 2014, Ms. [redacted] informed us she had not yet received her refund. Our A/R department was immediately contacted and has rectified the situation. On August 28, 2014, Ms. [redacted] informed us that her bank has reported a stop payment on her refund check. We are in contact with Ashley Furniture Industries and are pursuing an immediate resolution. We do regret the delay in the refund and have provided Ms. [redacted] with a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

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

I did in fact receive a check for the refund of the furniture, BUT it was short $100. I made the deposit and the following day received a message from my bank stating that there had been a stop payment placed on the refund check they had given me. So now there are bank charges of $24 on top of the outstanding $100 that they took out of the refund. They received MY money in a timely manner but it has taken Months now for me to receive it back plus what they subtracted from the original amount AND now bank fees. This matter is NOT resolved!!!

Regards,

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 12, 29014. At the time of delivery, Ms. [redacted] reported service issues with her sectional and advised the store she wanted to cancel her order. Ms. [redacted] was contacted by Customer Service and schedule a technician to make necessary repairs. On July 15, our technician was able to repair 2 of the pieces and determined the 3rd piece must be replaced. On July 16, 2014, Ms. [redacted] again contacted the store and stated she preferred to cancel.

On August 16, 2014, Ms. [redacted] informed us she had not yet received her refund. Our A/R department was immediately contacted and has rectified the situation. On August 28, 2014, Ms. [redacted] informed us that her bank has reported a stop payment on her refund check. We are in contact with Ashley Furniture Industries and are pursuing an immediate resolution.

We have refunded Ms. [redacted] an additional $24.00 for her bank fees and an additional $100 for her delivery fee. The refund is being expedited and will be sent express mail on September 25, 2014; Ms. [redacted] should receive the check by September 27, 2014.

We do regret the delay in the refund and have provided Ms. [redacted] with a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

We had paid $100 for delivery of bedroom furniture on 1/28/15 delivered on 1/30/15 with a damaged nightstand which they then stated that the next time someone could come as it an fix it in our home would be 2/21/15 once someone had come out they clearly could see that it needed to be replaced they have now scheduled a drop off an pick up of the damaged night stant for wednesday 3/4/15 after having it changes delivery times 3 times for this saturday 2/27/15. the $100 was so not worth our time an set back each weekend its sad that we have to in convince ourselfs for all of this an pay so much money.

Review: I purchased a mattress set and a living set from your Reno store. two weeks ago. Today I called the store to cancel the mattress part of the contract as there were two separate orders written and was told that approval was needed to do so/ Your contract states that all one needs to do is call and cancel an order prior to delivery for a refund. Devin your manager called back and wanted to know the reason for my cancellation. I told him due to financial difficulty I was not able to do the mattress but I wanted to keep the living room set. He informed me that he was cancelling the living room order too since he could not keep the deal. I had already invested in painting and preparing the living room let alone getting rid of the old stuff and now we are without stuff and delivery is scheduled in two days. This is how you treat your customers?

Plus when I called S[redacted] bank to cancel the card you made me get for the credit for the furniture they had no record of the transaction or even a refund f rom your company. they had a transaction on my account and I never even activated the card! So who has been fooling around with my account as you were the only with access to my account.Desired Settlement: Want them to take the credit score that was now lowered because they chose to cancel my order off my account by notifying [redacted] bank that they cancelled the contract therefore I no longer needed the card for that purpose. be forthcoming about their business practices if one cancels a contract that one looses a deal on other items.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I made a large purchase on 3/14/13 and all but the accessory set was delivered on 4/4/13. I was advised the items were on back order and would be notified when they were in. They never came in. I was told by [redacted] an office manager as well as [redacted] the store manager that I would be credited $89.70 (which was the portion of the set that I did not receive). It has now been 4 months and I have yet to be credited. I have called over 10 times in the last 3 months and continue to get the run around from people at the store. People dont call me back and no one wants to resolve my issue. Most recently, I was advised by [redacted] the district manager that I was never billed for the items. This is not true. I have the purchase contract which shows $3380.41. There was one credit made to the account for $373.33 which was an ottoman/tax that I returned. I was never credited the $89.70 for the accessory set I never received.Desired Settlement: I expect to be credited the $89.70 for the accessory set I never received.

Business

Response:

August 20, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

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

[redacted] purchased her furniture on April 7, 2013 and financed through **. Her original finance amount was for $3,380.41. [redacted] later cancelled an ottoman and was also refunded for accessories she did not receive. Her current ** contract is for the value of the furniture she has received, $3,007.08.

We do regret any confusion and have contacted [redacted] to provide her with the exact figures of her finance agreement.

Regards,

Ashley Furniture Homestore

[redacted]

Review: I’m filing this complaint because on February 11, 2013 I purchased some expensive furniture. The paint on the bedroom set and dining room set is coming off. They are not even 6 months old. When I went to inquire about requesting a repair, I was told my furniture did not have warranty. I advised them I was not told anything about the warranty. They told me I was out of luck as the sales representative was no longer employed there. I was told they could not add the warranty to the furniture because I had already taken it home. I also had an issue with the billing of my credit card. I only paid on bill. I was told if I did not return the furniture they would call the police on me. I told them this was not my fault as they are the ones that messed up. My order number is [redacted] and account number 007026249448

Desired Settlement: Replacement. I would like for them to add the warranty on my furniture. They were expensive and I am paying for them. It is not my fault the sales rep did not mention or add the warranty. I would them to repair the furniture and do not want others to be taken as I did. If they claim this is good quality furniture, they should not be damaged or get damaged within a 3 month period. I have not kids or pets to have caused this damage.

Business

Response:

July 25, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re[redacted]s #[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. T[redacted] purchased her furniture on February 11, 2013. Her sales worksheet does indicate Ms. T[redacted] declined to purchase the extended warranty on any of her furniture (see attached). Ms. T[redacted] contacted the store of purchase to express her concerns with her furniture and with the fact that she does not have the extended warranty.

Ms. T[redacted] has been contacted by our Corporate Customer Care department and we have offered to schedule a service appointment to address any concerns covered by the manufacturer warranty. We will continue to follow up with Ms. T[redacted] to ensure her concerns are addressed.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: Ashley furniture sold ,defective materials/sofa seat cushions. They scheduled a repairman to come to my home to replace two(2) cushions, which I was required to pay for in advance. The new seat cushions were shipped directly to my home. Repair was schedule for Jan 12th, 2016. When repairman arrived, he informed me that "his work order only indicated ONE replacement cushion". Although there were two ordered and in my possession, he adamantly refused to fix the second seat cushion. He took my sectional apart, disassembled the unit and fixed one cushion. He then packed up his tools and informed me that he was NOT going to perform the second repair. He informed me that if I wanted the second cushion repaired, I would be required to call the service department and reschedule another service call. In essence, this will now require me to take additional personal time to accommodate a second service call. I have been in communication with Ashely customer service representative at their cooperate and local stores. They have refused to offer any acceptable solutions to my problem.Desired Settlement: Fix the second sofa cushion as agreed upon, and reimburse me for cost of cushions as a result of me loosing time off work because of their failure to properly schedule the repair.

Business

Response:

January 19, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] We appreciate that you have notified us regarding Mr. [redacted] concerns. Mr. [redacted] original purchase was delivered on 08/10/2013. On 09/16/15 Mr. [redacted] had contacted our local Ashley Homestore location to report challenges with the cushioning of his sectional. Mr. [redacted] had been contacted by our customer service department and had been advised that the manufacturer warranty had expired for the cushioning. Mr. [redacted] had been offered a resolution to purchase the necessary replacement parts. Mr. [redacted] did not agree with the resolution. On 12/23/2015 we had received correspondence from Mr. [redacted] with his dissatisfaction of the concerns with the cushioning on his sectional. Mr. [redacted] was offered then reduced pricing for the replacement parts and installation by an Ashley certified technician at no charge. Mr. [redacted] had accepted the terms and placed the order for the replacement parts. On 12/30/2015 Mr. [redacted] had notified our customer service department that he had received his replacement parts and had been scheduled for the installation on 01/12/16. On 1/12/16 our service technician had indicated that there was a miscommunication in scheduling and was not given enough time to complete the full installation. Mr. [redacted] had been contacted by our Customer Service Manager who apologized for the error and rescheduled the remaining installation time for 01/19/2016. The services were rendered complete and Mr. [redacted] was also compensated for the error in scheduling. We regret the challenges that Mr. [redacted] experienced with his purchase and he has the direct contact information for the Customer Service Manager 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.

Regards,

Review: This complaint is in regards to a transaction at the Ashley Furniture Homestore at [redacted] (owned by [redacted], based in [redacted]). An outline of my complaint is as follows:

* Original date of contact with the merchant was January 10, 2015. At that time, I expressed interest in a sofa sectional, and was told by my salesperson that the wait time for delivery was currently 4 weeks.

* Returned to the store to purchase the merchandise on January 17, 2015. I was told by my salesperson that the item was out-of-stock, but delivery was expected in 5-6 weeks. I purchased the set--paid in-full--with my [redacted] card.

* On January 25, 2015, I received a call from my salesperson stating that the set had been discontinued and was now unavailable, but she could sell me the floor model if I so desired. Unfortunately, the floor model came with a Right-sided chaise configuration and not the Left-sided configuration I ordered. I told her the floor model configuration would not work with the layout of my family room.

* I kindly asked her to refund the purchase amount of $2072.12 to my [redacted] card. She stated she was unable to refund my purchase unless I physically came into the store. I questioned this tactic and asked her if she was sure it was not possible to refund my card immediately as I requested, without having to return to the store---they already had all of my credit information, so it should have been a very simple process. She placed me on hold to double-check with her manager.......Lo and behold, she confirmed I must physically return to the store for a refund.

* I have a problem with this. It appears they sold me a discontinued product, then want to make it as inconvenient as possible for me to obtain my funds back. I suspect they wanted me to return to the store so they could try to sell me a replacement product, as I can see no other reason for withholding my funds in this manner.

* This kind of customer service is wholly unacceptable. It would have been so easy for them to reverse the charges right then and there, as I requested, instead of holding my funds hostage for a product that will never be delivered. Now I’m a little irritated.

* I am no longer interested in doing business with Ashley. I am requesting a complete and total refund of all monies back to my [redacted] card. I have also initiated a dispute filing with [redacted] in the form of a chargeback---It has been 3 weeks since Ashley has notified me that they will be unable to deliver the merchandise I ordered, and still I have not received a refund to my credit card.

With Kind Regards,[redacted]Desired Settlement: As stated above in my initial complaint.

Business

Response:

Thank you for contacting [redacted],[redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.Ms. [redacted] purchased her furniture on January 17, 2015. She was later contacted by her sales representative and advised the furniture she purchased was discontinued and could no longer be obtained. Rather than selecting different furniture, Ms. [redacted] opted to cancel her order. She was told at that time she would have to return to the store to swipe her credit card used for the purchase before she could be refunded. Upon hearing of Ms. [redacted]’s situation, the Office Manager at the store where she purchased contacted Ms. [redacted] and took her credit card information over the phone and processed her refund on February16, 2015. We sincerely regret the inconvenience of this situation and have provided Ms. [redacted] with a contact name and number for any future concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I bought a couch there a few years ago. Within the first year the frame started falling apart the leather started to rip. I took it apart and found that it was framed with thin boards that had 1 staple on each holding it together. I knew they made their own furniture but I never imagined they were so cheaply made. I have had a couch I bought from [redacted] for 15 years. The material is stained but the frame is solid and the couch is still in perfect condition otherwise. I have had the couch from Ashley for about 4 years and it is trashed in every way. The bottom is even falling apart now so you sit almost on the floor when you sit in the middle.

Ashley recently ran ads about having a lifetime warranty on their furniture. It is a lie. They wouldn't do anything for my couch. They just gave me a lot of excuses on the phone. I found them quite rude as well.Desired Settlement: I would like them to honor the lifetime warranty they advertised on TV and replace my couch with a new one.

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.Mr. [redacted] original delivery occurred on 12/22/2009. Mr. [redacted] stated that he had attempted to contact us in 2010 to report damages to the frame of his sofa and was denied service. We were unable to locate any documentation of that occurrence and scheduled an appointment for our service technician to conduct the needed repairs on 09/13/2014.On 9/13/2014 our service technician arrived to Mr. [redacted] residence and determined that the damage was too extensive for any type of repair. The technician had also reported that Mr. [redacted] had attempted to repair the damages to the frame of the sofa himself voiding any manufacturer’s warranty. Mr. [redacted] was contacted by the Customer Service Management team and offered a replacement sofa as acourtesy to resolve the issue which Mr. [redacted] has accepted. We regret any challenges that Mr. [redacted] has experienced and we have come to a reasonable solution to the concerns that both parties have accepted. Regards, [redacted]Executive AssistantAshley Furniture Homestore

I HAVE NEVER BEEN SO DISSAPOINTED IN A BUSINESS IN MY LIFE. I PURCHASED THREE ITEMS FORM ASHLEY FURNITURE, I WAS TOLD THEY DIDNT HAVE THEM N STOCK AND THAT I WOULD HAVE TO WAIT THREE WEEKS FOR THE SOFA AND LOVE SEAT AND 4 WEEKS FOR THE CHAIR. THE SOFA AND LOVE EAT ARRIVE DIN THE 3 WEEKS, THE CHAIR I HVE YET TO RECEIVE... YES IT IS PAID FOR!!! I RECEIVED A VOCEMAIL ON THE DAY IT WAS TO BE DELIVERED THAT IT WAS NOW BACK ORDERED!!! AFTER 4 WEEKS IT IS BACK ORDERED AND THIS IS THE FIRST I HEAR ABOUT IT?? WHEN IT FINALLY COMES IN, I RENT A TRUCK TO GO PICK IT UP (I HAD ALREADY PAID $100 FOR THE OTHER ITEMS TO BE DELIVERED)I WAS ADVISED OF THE DATE THE CHAIR WOULD BE AT THE WAREHOUSE, I RENTED A TRUCK AND WENT TO THE WAREHOUSE, ONLY TO IND THE WAREHOUSE WAS CLOSED ON MONDAYS! I CALLED THE STORE VERY UPSET,I WAS TREATED VERY RUDE... I RENTED A TRUCK THE NEXT DAY AND WENT TO PICK UP THE CHAIR (TOOK ANOTHER HALF DAY OFF WORK) WAS TOLD AT THE WAREHOUSE THAT THE CHAIR WAS OUT ON DELIVERY.... TO MY SURPRISE AS I HAD NOT TOLD THEM TO DELIVER IT!!! I ASKED WHAT TIME IT WOULD BE DELIVERED I WAS TOLD BETWEEN 1-3:30 SO I REARRANGED MY SCHEDULE... AND WENT HOME OR THE DELIVERY 3:30 CAME AND WENT... MY APPOINTMENTS THAT I HAD CHANGED WERE STARTING AT 4!!!! WHEN I CALLED THEY SAID YOUR DELIVERY TIME IS BETWEEN 2-6.... ASHLEY FURNITURE YOU NEED TO GET YOUR ACT TOGETHER!!!! I HAVE NOW TAKEN 3 FULL DAYS OFF WORK, RENTED A TRUCK 2 TIMES AND STILL DONT HAVE MY PAID FOR FURNTURE!!!!!!!! THEN TO TOP IT OFF, THE WAREHOUSE LOOKS LIKE A VACANT BUILDING, THE GRASS IS DEAD, THE BUILDING HAS TORN CARPET AND LOOKS ABANDONED!!! AND THE CUSTOMER SERVICE IS HORRIBLE BEYOND WORDS!!!!! THEY ARE RUDE, AROGANT AND SARCASTIC!! I WILL NEVER BUY FROM THEM AGAIN AND RECOMMEND YOU DONT EITHER!!

Review: On March 20, 2014, we had a sectional delivered to our home that we purchased from Ashley. On April 2, 2014, our middle son noticed a dent on the door as he was eye level (8 years old) to the damage on the door. Upon opening the door and looking closer, we noticed several scratch marks that were very high on the edge of the door next to the door frame. The dent and all of the scratches were consistent with one another as for as length and positioning. Also, the door frame was damaged in the same linear pattern of the dent. The dent is long and narrow (about 3.5 inches) which indicates that something was pushed against it and drug to create the type of indentation that was made. The door is black and is covered by a front porch that crosses the entire front of the home, making it very hard to see the damage unless you're looking for it. My husband and I went in to the store on April 3rd and discussed the issue with the manager. She had us take pictures and send them to her email, which I did later that day. My husband and I were looking at a bedroom suite to possibly purchase and [redacted], the store manager, came back and said she had just spoken with the district manager and he said they would discount an extra $800 on the suite if we agreed to release Ashley's liability for the damage to the door. We notified [redacted], later in the day, that we weren't going to purchase the bedroom suite and we did want the door replaced. A couple of days later we received a call from [redacted], the warehouse manager, and he scheduled [redacted]e to come to my home on April 12th to review the damage as he manages the delivery guys that delivered my sectional that day. He came, he looked at it and talked about bondo'ing the door to fix it. I stated it was a new door and I wanted it replaced, not bondo'ed. He said he would speak to the district manager and get back with the following Tuesday. On Wednesday, I hadn't heard anything from anyone, so I called the manager of the store, [redacted] explains to me that it was decided that they didn't damage the door and were not going to replace it. She stated "how could there be that much damage and you not notice it". She has never seen the door in person. I've spoken with [redacted] and the assistant manager of the warehouse to try and get this resolved. I am waiting for the district manager to call me so we can discuss it. We just moved in to this home in July 2013 and we replaced the existing door with this brand new door. All furniture was moved in prior to putting the door up. Only human beings had entered and exited this door. It's obvious that the marks and dent on the door are from a large piece of furniture. Additionally, I heard one delivery guy say to the other, "should we take the door off?" and the other guy said "no". I didn't think anything about it and surely didn't run to the door to inspect it once they left. As I said, the damage doesn't pop out because it's not eye level to an adult and the door is black, etc. The black lining underneath of the sofa was ripped when the guys delivered the sofa, but being the nice person I am, I just told them if they could tape it up, I was fine with that. The rip was about 8-10 inches long. It very well could have been a result of shoving it through the door. [redacted] never checked the furniture for damage, but it was told to me by the assistant manager of the warehouse that he said he did and there was no damage. [redacted] never stepped foot in my door. When I spoke with [redacted] directly, he stated to me that the door wouldn't be replaced because I didn't notice it until after the 5 day reporting period. I reported it 9 business days from the date of delivery. After being a customer of this store for many years, I should have known not to continue to do business with them as I've had a couple of other issues with them, but nothing of this magnitude. In Lynchburg, you're limited to places to shop for furniture. I will surely NEVER shop here again if this is not resolved. I'm just not sure why the district manager offered $800 off of a new purchase and why [redacted] never questioned or expressed concerns when he was at my home or, why even come look at the door if I reported it outside of the five day reporting period policy..?? Truth is, they don't want to have to pay for the door and they'd rather lose customers and have a customer pay for Ashley's damage out of the customer's own pocket. I'm sorry I was DAYS late in seeing the damage but that doesn't make your store any less responsible for my door and just because your delivery guys say they didn't do the damage doesn't mean they didn't do it. It's funny how management changed their tone once they knew we were not purchasing the bedroom suite.Desired Settlement: We want the door replaced with a new one of at least equal value and appearance.

Business

Response:

Good morning, in response to the issue,

[redacted] did purchase on 03/01/14, at that [redacted]e she did sign a "Terms & Agreements of Purchase" In that agreement it states " Any damages that occur during delivery need to be reported at [redacted]e of delivery to the HomeStore" I will fax a copy of this agreement to ###-###-####. She was delivered on 03/20/2014, which means she reported damage 15 days after delivery, which is not in relation to the terms she signed at the [redacted]e of purchase. While we did offer a larger discount on a bedroom purchase, it was out of courtesy and in no way admitting guilt. When she stated that the discount on future purchase was not acceptable ,we moved forward with the normal process to determine if the damage was caused by our delivery drivers by opening a service ticket to inspect damage. Our warehouse Manager, [redacted] did visit the property on 04/12/14 to inspect the reported damage. His conclusion was the marks on the door were not consistant to marks furniture would have left on a door.

So our response is the customer did not follow the terms and agreements she signed at the [redacted]e of purchase which state damage has to reported at [redacted]e of delivery, which leaves a [redacted]e span that is unaccounted for that we do not know what happened to her door. She also signed off on the delivery ticket that states " Received all of above merchandise (or work performed) complete and in good condition". There was no mention of any issues with product or property damage. Therfore, we can not be responsiable for damage that may have occurred in any manner in the 15 days between our delivery and her reporting it to the store.

Faxed copies of delivery receipt stating all received in good condition and Terms and Agreements of Purchase to the ###-###-#### as of this date 04/17/2014

General Manager

Ashley Furniture Comapny

Consumer

Response:

I have reviewed the response offer 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.

As I stated in my initial response, the damage to the door is CLEARLY in a pattern consistant with the height, design and positioning of the feet on the sectional that was delivered to my home. Anyone of half intelligence can look at the door and obviously arrive at the same conclusion. In response to the comment about the furniture being damaged, he is correct in that I did not note the rip of the lining under the sofa because I'm not the kind of person to make a big deal of something small. However, I will not sit by and let neglectful "management" (I use the term losely) get away with damaging my home and continue to tell me that the damage wasn't done by the sectional. Or wait, you also said it was outside of the reporting period based on the terms and conditions. Which is it Mr. District Manager? I've heard three different reasons from managers of your store. By the way District Manager, thanks for that call I requested twice from two different managers. Way to really show you care and provide excellent customer service!! A+ managerial skills right there. Why don't you come to my home, review the damage and then tell me it wasn't caused by the sectional? Also, did you even bother to ask the delivery guys about the rip and how they taped it up? My point is that the rip could have been done in the process of damaging my door. Now that we have established that your business DID damage my door, your point is that you will not replace it because it was noticed outside of the reporting period. The fact of the matter is that giving me a price reduction of the furniture wouldn't have cost the same out of pocket expense as having to actually replace my door, and THAT is why you are cowering your way out of it. At the end of the day I can replace my door and I will always know how your company handled this issue. But at the end of your day, you should find it hard to sleep at night knowing you are proving such low quality customer care and making a loyal customer pay for something they shouldn't. District Manager, I ask you to reconsider your decision and come to my home to see the door and furniture yourself so that you can make the right decision and prove that you are about doing what's right. I have attached picture of the damage for your reference. These are the same pictures I sent to [redacted], the store manager on April 3rd.

Regards,

Review: I purchased 2 living room sets from Ashley home furniture. 2 Couches, chairs, loveseats. Right after I got it, it started breaking apart. Springs breaking in the back and coming apart at the seams. Ashlee has been back 4 times to fix the same problems. They even give me a new couch and loveseat the last time. Hoping that will get me by until the 1 year warranty is up. Then they are not responsible. I purchased them in December 2012 and the 5 year protection plan. I have 3 luxury log cabins on my farm that I rent out. I run a neat, clean, luxury log cabin business. The manager, [redacted] told me that because it is a rental cabin(which they knew that when we purchased the furniture. That is why we bought 2 sets. They delivered them) [redacted] said that they could not sell me the protection plan but they did and I am to lie to the company that provides the protection plan if something happens after the time Ashley is responsible. That is crazy! I have had other furniture in the cabins and none of it ever has fell apart and I paid less for it than this new furniture. I never had to call and complain. The furniture is JUNK! and I do not like the fact that I have to lie to get their junk fixed. They ran off with my money. And I am stuck with their junk. Furniture is a long term, big investment and it will be lucky if it makes it past the year. I want my money back! The furniture is so bad that I have been trying to figure out how to save the funds to replace it next time it breaks. Especially when I have to lie to get it repaired because I and I will not get it fixed because I lied to the company. It was put in the cabins in Jan. 2012. During the winter months it is hardly ever used.Desired Settlement: I want my money back! $2750.93.

Business

Response:

I called and spoke to the customer and advised that we were unaware that it was rental property at the time of purchase and apologized for the misunderstanding and offered her full refund. She was satisfied with resolution. Thanks

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]

Review: I bought a leather sofa at Ashley furniture, in 2009, plus extra insurance and on June 2013 I call them because the sofa is falling apart. They said they can do nothing to help me. That the quality isn't covered. I paid a lot of money for that furniture and it's completely ruined much sooner than I expected.Desired Settlement: I would like to have it at least fixed.

Business

Response:

October 14, 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 27, 2009. On May 5, 2013, Ms. [redacted] reported her sectional needed to be cleaned in a particular area and had puncture marks. On May 15, 2013, our service technician determined Ms. [redacted]’s sectional was damaged due to excessive wear and lack of maintenance and we were not able to offer any type of service.

Upon receiving her correspondence from the Revdex.com, Ms. [redacted] was contacted by our Corporate Customer Care department on October 5, 2013. Ms. [redacted] sent photos of her furniture and indicated she had been using a non-Ashley product to maintain her leather. We followed up with Ms. [redacted] on October 10, 2013 after researching her account and advised that we were not able to order courtesy parts or perform a courtesy service, due to the extent of the damage. We have informed Ms. [redacted] that her extended warranty has been voided and regrettably we are not able to offer any further assistance.

Regards,

Executive Assistant

Ashley Furniture Homestore

6910 W. Bell Road, Suite B

Glendale, AZ 85308

Consumer

Response:

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

Regards,

First of all, when I contacted Ashley furniture back in May, I never said I had puncture in the leather. I said I was dissatisfied with the appearance of the leather (at that time the "cracking" on the leather was just beginning). I thought the extra insurance I bought at the time of the purchase would cover the defect . Anyway, a technician came and refused to fix the problem saying that it was normal wear and tear. At that point I was so disappointed with his statement because when I bought the "leather sectional", Ashley furniture associate reassure me that it was a very "good quality material" and that although it was expensive now, it would last may years. It's been only 4 years and I can't accept their explanation saying that I applied wrong cleaning product, since I've been using Aslhey leather cleaning even before the problem started. It's been only a couple of months that my last cleaning product run out and I used a different kind. Ashley furniture isn't saying the truth.

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 Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on March 27, 2009. On May 5, 2013, Ms. [redacted] reported her sectional needed to be cleaned in a particular area and had puncture marks. On May 15, 2013, our service technician determined Ms. [redacted]’s sectional was damaged due to excessive wear and lack of maintenance and we were not able to offer any type of service.

Upon receiving her correspondence from the Revdex.com, Ms. [redacted] was contacted by our Corporate Customer Care department on October 5, 2013. Ms. [redacted] sent photos of her furniture and indicated she had been using a non-Ashley product to maintain her leather. We followed up with Ms. [redacted] on October 10, 2013 after researching her account and advised that we were not able to order courtesy parts or perform a courtesy service, due to the extent of the damage. We have informed Ms. [redacted] that her extended warranty has been voided and regrettably we are not able to offer any further assistance.

Our decision as a company in accordance with the extended warranty and policies, remains unchanged.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

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

Regards,

I am dissatisfied because when the problem started back in May, the only cleaner used in the leather was the one provided by Ashley Furniture.

Review: On 6/2/13 I purchased a dinning table at Ashley's furniture in [redacted] and was told I would receive my merchandise on 6/20/13. I paid it in full in cash at the store and signed a contract that I would receive my things by delivery. Two day before 6/20/13 they called me to tell me that there was a delay in my order that I would receive only my chairs on 6/20/13 but not my dinning table. I said I want it all together or nothing. They came anyways on 6/20/13 but I was not home so they called me on my cell to let me know they were at my house. I told then I would not be home and that I don't want anything until it is all together. They left with there items and then told me I would be charged a redelivery fee. I called the manager and complained and he told me I the fee would be waived. Then they told me the earliest I could receive everything would be on 7/4/13 so I agreed. Then two days agin before my delivery date the manager calls me her name is [redacted] calls me to tell me my table has been discontinued and that I will have to pick another table or get the floor model! I said no and to cancel my order but she said she would see what she could do and call me back today is 7/6/13 and she never called me back! I have been calling the store and she is never available I have left several messages and she has not returned my call and the lady who I do get on the phone says there is nothing she can do and that I need to wait until she calls me back or come into the store! I live at least 35 minutes away and I don't have time to be finding managers ! As of today they have my money and I still have nothing! I spent $1148.84 and have nothing to show for it so a month has gone by and I still have nothing. Terrible customer service will never buy from them again or recommend to anyone I know to go there.Desired Settlement: I want my money back and my order cancelled.

Business

Response:

July 16, 2013 Revdex.com, Inc.Dispute Resolution Department[redacted] Re: [redacted] Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns. Ms. [redacted] purchased on June 2, 2013 under the terms of our liquidation sale. Her delivery was initially scheduled for delivery on June 20, 2013. On June 18, 2013, Ms. [redacted] was contacted by our Customer Service department and advised that her dining set was delayed. Ms. [redacted]’s delivery was rescheduled to July 4, 2013. Ms. [redacted] was later contacted by our store management team who explained that her dining set was no long being manufactured. Ms. [redacted] elected to cancel her order at that point. Her refund was processed and expedited and was mailed from our corporate office on July 12, 2013. We do regret the inconvenience caused by this situation and hope to regain Ms. [redacted]’s business in the future. Regards, [redacted]Executive AssistantAshley Furniture Homestore[redacted]

Review: purchased furniture 3/28, nothing delivered until 5/14 kitchen set damaged, loveseat and recliner delivered, did not have the large sofa or end tables or coffee table, another delivery 5/28 only had sofa and end tables, no coffee table, end table damaged, we called the store and told them we are returning everything because it takes so long to get everything we purchased and there are too many damaged. My total cost was $5,134.32 they would only refund $3740.00, because there was a restocking fee. I did not return this because I just changed my mind, it was returned because of damaged furniture. I feel this is extremely unfair to me, it is not my fault some pieces were damaged. This was a set that I was going to use together all pieces needed to be in good condition. I have spoken to customer service but they said that was their policy.Desired Settlement: I think they should refund the entire amount which would be $1343.52 more. I purchased this furniture thinking that it would be delivered within 4 weeks (all of it not just some) and in good condition.

Business

Response:

I’m responding to ID # [redacted] from [redacted] about a Customer Service Issue. To begin, I have enclosed several attachments to show the history of the business with The [redacted]’s.Mr. & Mrs. [redacted] purchased merchandise from our store on March 28, 2015. Attachment #1 – Sales Invoice shows *”Furniture arrival normally takes between two and four weeks”Attachment #2 - Shows more information on the back of the Sales Invoice On the top of Attachment #2 –*When merchandise is available for pick-up or delivery – show 2-6 weeks.On the bottom on Attachment #2 – ** Cancellation Policy, “Any items cancelled or returned will be charged a restock fee of 30%. (Mrs. [redacted] initialed this position)Attachment #3 - On May 5 – Mrs. [redacted] called about the merchandise and an amended sales invoice was prepared to reflect a 5% discount for the delay of the merchandise. Attachment #4 – a copy of the cancelled check issued to Mr. [redacted] for the 5% discount.On May 14, the deliver guys go out to [redacted] about a 45 to 50 minute drive from [redacted] to deliver the merchandise that had been received at our Warehouse. It was a Dinette set, Loveseat and Recliner. Mr. & Mrs. [redacted] stated the dinette was damaged, so we reordered another set, leaving the set in their home until the new set arrived. According to the delivery guys, the [redacted]’s were very hostile towards them.On May 28, we delivered Sofa and end tables. Mr. & Mrs. [redacted] were waiting on our delivery guys when they arrived. Again they were very hostile toward them, stating they needed to find themselves a new [redacted] job, they work for a [redacted] company with poor quality furniture. This was totally uncalled for. While taking the furniture off of the truck, they stated the end tables were damaged. At this point, the guys were told they did not want the merchandise and it was all returned to our store. After arriving back to the store, the Store Manager inspected the merchandise, finding NO damages to the Dinette set or the End Tables. I also have inspected the dinette set and end tables and find nothing wrong with them.Attachment #5 – a Sales Invoice was created for the restocking fee for the returned merchandise. Attachment #6 – a check was issued to Mr. [redacted] for the remaining payment paid on the merchandise.We do not feel like the customer’s have been treated unfairly, we have accommodated them for the delay in the furniture with a discount. If anything, we have been treated unfair, we offer a safe, hostile free work environment for our associates and they should not have been treated in this manner by another associate, a management team member or a customer. We will stand by our 30% restocking fee.If you have any further questions or comments, please feel free to contact me via e-mail at [redacted]Sincerely,[redacted]BCD [redacted] dba Ashley Furniture HomeStore

Consumer

Response:

I have reviewed the response offer 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 furniture was returned due to damage of some pieces I purchased. And the 30 per cent is extremely excessive. I could understand some costs would be involved but not more than 10 per cent.

Regards,

Review: To start, it is difficult to select just one "Primary Nature of Complaint". I can summarize this experience as the worst purchase experience I have had in my entire life as a consumer. So this will set the tone for the narrative to follow.

We purchased a reclining sofa and loveseat set on 8/23/2014 for the amount of $2865.94. Furniture delivery was set and I made arrangements to stay home from work and we received it about a week later (visit #1). I accepted delivery and let the delivery men leave, because things "looked" ok and I had to get back to work and I didn't know at that time how closely I needed to check things out. So that evening we sat on the couch and the back was wobbling all over the place, same thing but a bit worse on the loveseat. After a few reclines, the bottom of the seat gave way and a bolts fell out. The back was also barely hanging on. I called the next day and just wanted to return the whole mess because I didn't want to deal with shoddy quality merchandise after laying out almost 3 grand. At that time I called the store and the salesman talked me in to holding on and letting them swap it out. He would also give me $100 credit toward our credit bill. I said ok I'd trust them and give them the benefit of the doubt, even though I just wanted to return it and get my money back. So an exchange delivery was set for about a week later (visit #2). Another day off work waiting around for a delivery. Delivery comes. One of the delivery guys says he can "fix" the sofa so he rams the back down and it did seem more stable, so I said ok, whatever, we'll deal with it. But the loveseat was just falling apart so I took delivery of the new loveseat. Well, somehow a big tear was in the leather between the center console of the lovseat and the right side recliner (I knew this time to inspect!!) So yet one more time, we have to arrange for an exchange. This time about a week and a half for the next attempt as getting us satisfactory merchandise. (visit #3). This time, I couldn't get out of my obligation so I had to make arrangements for my mother to drive up from Tucson to be here for the delivery. I warned her to look at everything. Well, deliver guys somehow managed to hit the loveseat on the wall of the house outside and scuffed the mid section and tore the leather on one of the recliners. They frankensteined the mid section from the loveseat they were taking out and put it on the new one they were leaving, but didn't notice the other tear they made. So I called AGAIN. By this time I am DONE, I want to return the lot and get our money back once and for all. So I call customer service and am told I only had the 72 hours right after my initial delivery back on 8/23 to return. WHAT!!! I gave them the benefit of the doubt and more than enough chances to make good. They said the only thing I can do now is have someone glue the tear or have them replace the back of the recliner that was torn. Begrudgingly, I accepted the back replacement. So I was told it will show up in the mail and to call to schedule a repairman to come out and put it on. Well, the recliner back showed up today. It is not what we expected, we expected a factory assembled back unit - but all it is is the cover. I don't care how good the repair tech will be, there is no way this will look like a factory assembled unit with three mismatched components. So when I called to yet give them one more chance to make it right (visit #4), I was told that they couldn't fit me in until October 17 - 2 weeks from now after waiting a week for the "cover" to come. This is absolutely ridiculous. We want to return the lot, get all of our money back and be done with this company for good. By the way - we have yet to see the $100 for our "inconvenience"!! For the level of inconvenience, we deserve much more than that!Desired Settlement: Full refund of the $2000 debit and $865.94 that we put on the store credit. We will gladly return the merchandise as soon as possible.

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 Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on August 28, 2014. Later on the day of her delivery, Ms. [redacted] reported that her loveseat collapsed. She contacted the store where she had purchased and they offered to bring a new loveseat and issue a $100 refund.

Ms. [redacted] had to have 3 more delivery attempts before she received undamaged furniture and also had to have the motor replaced by a technician on her most recent loveseat. The intervention of our Customer Service management team occurred much later than warranted and we sincerely regret the delay in this resolution.

Ms. [redacted] has been offered additional compensation and provided a contact name and number for any future concerns. We hope she is now able to enjoy her furniture and will accept our sincere apologies for this experience.

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.

I have reviewed your response and would like to comment on a couple of items:

1) I have not received the initial $100 credit to my [redacted] account as promised. As I interpreted the offer, this was credit for the Delivery fee that I initially paid due to the failed 1st delivery if I agreed to allow 'an' (singular) attempt to "make it right".

2) Today I was extended an offer for $108.30. I have no idea if this is in addition to the $100 statement credit I am already due, or is the sum total of what is being offered in settlement.

3) Either way, I do not feel $108 or even $208 is a fair settlement. The personal inconvenience this has caused far exceeds what is fair and reasonable. If I was able to return the furniture as originally requested on the first day I called and did not accept the promises from your representatives, I would have been better off. After the first re-delivery, I was denied the option to return the furniture and was presented with no other choice but to keep allowing failed attempts to occur.

A fair settlement from my perspective would be $100 refund for the initial delivery fee and $50 per each additional time I had to be available for re-deliveries and repair attempts (4). This would be $300 total. I am mitigating the actual cost of the inconvenience (time off work, travel, etc) which is actually far greater. I would settle this matter for a $300 credit to my [redacted] account or the ability to return all of the merchandise and obtain a full refund.

Regards,

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 Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred on August 28, 2014. Later on the day of her delivery, Ms. [redacted] reported that her loveseat collapsed. She contacted the store where she had purchased and they offered to bring a new loveseat and issue a $100 refund.

Ms. [redacted] had to have 3 more delivery attempts before she received undamaged furniture and also had to have the motor replaced by a technician on her most recent loveseat. The intervention of our Customer Service management team occurred much later than warranted and we sincerely regret the delay in this resolution.

Ms. [redacted] has been offered additional compensation as per her request in the form of a price adjustment back to her finance account and provided a contact name and number for any future concerns. We hope she is now able to enjoy her furniture and will accept our sincere apologies for this experience.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a sectional couch from Ashley Furniture at the end of May and originally had it set up to be delivered. I decided I didn't want to pay the $100 delivery fee anymore and canceled the delivery but scheduled a date that I could pick up the couch myself. I also had to go into the store in order to get my refund of $100 which was an inconvenience. I was never told during the few times I called or when I went into the store that I would have to pick up the couch somewhere different than the Ashley Furniture store in Draper, UT. I called the store last week to make sure the couch was ready for pick-up last Thursday...I asked the question myself what time the store closed for pick-up and that's when it triggered that person to say that I had to drive all the way to Salt Lake to pick up our couch and that they were only open until 5. I feel that this situation is poor customer service and I asked if they would waive the $100 fee and just deliver our couch. I was told no. We picked up our couch on Friday but didn't open and set up the couch until Saturday. At that time, we found that one piece was brown instead of gray. I called Ashley Furniture on Sunday morning and was told by [redacted] that I would have to bring in that piece of the couch so that they could verify it was really brown and not gray. That upset me and I asked why they couldn't just pull my order up and do everything over the phone or send someone out to my house to just swap out the pieces and verify that it's brown at that point. I was then transferred to a manager by the name of [redacted] who wasn't very helpful either. He said I would need to bring in just the pillow to verify that it was really brown. I fought him on that and then he said he would need to send my information over to the customer service team at the warehouse for them to call me. I have yet to hear from someone at the warehouse and I've never heard back from [redacted]. I called Ashley Furniture yesterday and got another manager named [redacted]. He had me email a picture of the couch and the model# to prove the couch was brown. He said he was going to forward it onto the warehouse but I haven't heard from him today. I called Ashley Furniture again today and was told [redacted] was working at a different location so I was transferred to another manager named [redacted]. He said that he could waive the $100 delivery fee but wouldn't be able to deliver the correct color piece until next Thursday because the gray piece is not at the warehouse in Salt Lake. I told him that they have horrible customer service and that they need to do better than that. I asked him to overnight the piece that apparently has to come from California and asked them to reimburse part of my purchase. He said all he can do is waive the $100 delivery fee and give me $100 back from my purchase price.

This is seriously the WORST customer service ever and I honestly will never purchase from Ashley Furniture again. All I was given was the run around and they want me to drive around to fix their mistake. I feel like they should reimburse half of the purchase price because of the mistake and inconvenience. I'm not able to completely set up my couch like I was expecting to do on Saturday.Desired Settlement: I would like a reimbursement check mailed me for half of the purchase price. I also would like Ashley Furniture to deliver the correct color piece of the sectional and take the incorrect piece.

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 August 22, 2014. At the time of delivery, it was discovered our delivery team brought the wrong sofa to Ms. [redacted]. The delivery team returned with the correct sofa on August 28, 2014 but delivered it late in the evening. As an apology, our Store Manager refunded Ms. [redacted] account $300.00. Ms. [redacted] was also contacted by our Corporate Customer Care department and given an in store credit to use at her convenience.

We sincerely regret the inconvenience Ms. [redacted] endured and hope she is now able to enjoy her furniture. Ms. [redacted] had been provided a contact name and number should she have any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

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

I read through most of the other Revdex.com complaints against Ashley Furniture and they all seem to be very similar to my situation. I spoke to two different people at the Ashley Furniture Corporate office and I asked them multiple times what they were going to do to prevent this from happening again to future customers. Not once did that question get answered. Overall, I feel like Ashley Furniture does not care about their customer service one bit. There are MANY gaps in their process that need to be resolved/fixed and no one seems to care to fix them as the same situation continues to happen.

I wasted more time on the issues than my couch is ever worth. I honestly feel that Ashley Furniture should be covering the entire cost of my couch but I was told that would never happen by [redacted] and [redacted] the Corporate Office. I was given a $100 store credit which is a complete waste as they will never be able to earn my business again and I did tell that to [redacted].

Regards,

Review: 7/14/2015 delivery damage hallway wall,on 8/15/2015 repair person sent out did further damage to living room wall and hallway.Working with customer service at ###-###-#### has gotten no where all they tell some one will call damage is over 30 days oldDesired Settlement: Want the damaged repair to the walls and the paint to much

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 Mr. [redacted] concernsMr. Shelton’s original delivery occurred on 07/14/2015 and was delivered by a 3rd party delivery company that is contracted via the Ashley Furniture Homestore. Mr. [redacted] and the delivery team had acknowledged the damage to his property while the delivery team was at his residence. As this is a contracted company not owned or operated by the Ashley Furniture Homestores, the delivery team andtheir company are responsible for any damages to a customer’s property should they occur. Mr. [redacted] property damage claim was reported to the delivery company’s management team the same day that the damages occurred.On 7/28/15 we had received confirmation that Mr. [redacted] property damage claim had been resolved. Mr. [redacted] had contacted our Customer Service department to advise that his property damage claim had not been resolved. Our Customer Service department had contacted the delivery company management team to notify them of Mr. [redacted] concerns. As of 8/20/15 the delivery company’s management team have visited Mr. [redacted] residence per personally and they are working on a resolution to the concerns. We regret the challenges Mr. [redacted] has experienced and we have been assured by the delivery company that Mr. [redacted] concerns are being addressed. Regards,[redacted]Corporate Customer Care DirectorAshley Furniture Homestore

Review: 1. No one ever told delivery that they were supposed to take my old bed away. They were totally surprised and told me they couldn’t take it.

2. When I called the salesman / floor manager, [redacted], about the problem. He blamed it on another sales person, when, on the day I ordered it, he was standing right there and approved the pick-up. His name is also on my sales slip stating that he approved it.

3. Mr. [redacted] told me he would pick the bed up after his shift ended at 7pm. He never showed, and didn’t call to tell me he wasn’t going to pick it up. It sat in the rain. The next day when I called to ask if he’d picked it up, he said he did it at 8am and it was soaking wet and he had to load it all himself like it was my fault.

4. On delivery #1 they brought the wrong bed, wrong table, and forgot the carpet. The delivery guys response was, “Our Moto is “We get it right eventually!” Apparently, this has happened before.

5. When I went in to pick up the carpet, find out about the table, and get information about the bed, they acted like it was my fault I got the wrong bed because I had changed my order. All I heard was, “Well, you did change your order.” I assume it was [redacted] who never actually changed my order. If he had, they would never have bothered to load-up and then deliver the wrong bed the first time, and when they delivered the second time, they probably wouldn’t have brought the bed I had ordered before I made any changes.

6. I didn’t hear from them for 2.5 weeks after the first delivery. I only heard from them then because I called. Since there was no follow up call from them during this time, I decided to call and cancel the bed order. I was tired of waiting for them. I originally ordered my stuff on Sept. 19 and it was nearing the end of October.

7. Mr. [redacted] called me back, because apparently you can’t return anything without a manager’s approval, and persuaded me to keep my order. He told me they had the mattress and were just waiting on the base.

8. Delivery #2: A week later, they were supposed to deliver the bed between 3:30 and 5:30. At 6:00, when they still weren’t there, I called to see if they were still coming. The girl who answered the phone told me she would talk with delivery and call me back. At 6:45 when she still hadn’t called (the store closes at 7:00), I decided I better do it myself, and called the warehouse to see what was happening. I was put on hold for 15 minutes, told they couldn’t get ahold of the delivery guys and that my stuff wasn’t on the truck, but they would get it loaded up and get it to me soon.

9. At 7:45 they delivered a bed that wasn’t the right brand or even the right color.

10. When I called to see what was going on, Mr. [redacted] told me he’d give me $100 off my order. A few days later, I called to ask about a mattress protector. Mr. [redacted] told me he’d give it to me for free because of all the hassle. When I went to pick up the mattress protector, I asked about the $100. He acted like he didn’t know what I was talking about. Then, told me he gave me the mattress pad in place of the money off.

11. Delivery #3: Wrong Bed. Again.

12. I went in told Mr. [redacted] I wasn’t happy, and that I wanted a phone call that night telling me what they were going to do to fix this mess. He didn’t call. It was a Saturday, so I thought for sure there would be a message when I got home from work on Monday. No message.

13. So, again, I called them. I told him to cancel the order. He said, “Whatever.”

14. When I arrived home from work the next day, I thought for sure there would be a message telling me they wanted to pick-up the bed that didn’t belong to me. No message. So, yet again, I called them and asked Mr. [redacted] if he could schedule that for me. He said, “I’ll get to it when I get to it.”

15. So, yet again, I called. I made the arrangements with [redacted] at the warehouse to pick up the bed. I also asked for the owner’s name. I was told the owner doesn’t like his name and number given out, but he always calls back. [redacted] assured me he’d give him the message.

16. After the bed was picked up that Saturday, I went into the store to get a copy of my bill. They all looked at me like I was the bad guy except for the girl at the counter who wouldn’t acknowledge my presence at all. After Mr. [redacted]’s very unprofessional greeting of, “So what are you doing here?” he gave the girl at the counter permission to acknowledge my request.

17. It’s December 5. They picked the bed up on November 22. I still haven’t heard from the owner.Desired Settlement: I want my complaint acknowledged. I want the sales people to know that service doesn't stop when a customer leaves the store, and that it's not reasonable to make the same mistake 3 times over an extended period of time and expect the customer to be happy about it. I want Mr. [redacted] to take responsibility for his actions and inactions. I want the owner to know that I would have gladly continued to shop there for the rest of my furniture had Mr. [redacted] been professional and had he (the owner) called me when I made the request. I would also like him to know that I would never have filed this complaint if he, the owner, would have called. I would like an email or letter responding to my complaints and desired outcome and an apology for the worst shopping experience I have ever had.

Business

Response:

Good afternoon,I am writing in regards to the complaint filed by Ms. [redacted]. I would first like to express our sincerest apologies for the experience she has had. We pride ourselves on being an honest and customer service oriented company, which is clearly not the service that Ms. [redacted] received. I have spoken with our [redacted] managers who have willingly acknowledged that her experience was not typical, and very unfortunate. The credit for Ms. [redacted]'s purchase has been processed to her [redacted] account. We hope that Ms. [redacted] accepts our sincerest apology and that she will consider us in the future. We would be very grateful for a second opportunity to assist her with anything she needs. Her requests and expectations when making a large purchase are extremely fair and should have been not only met, but exceeded by our company. Again, we sincerely aologize to Ms. [redacted] and whether she chooses to shop with us in the future or else where, we hope that she has a much better experience and is beyond satisifed with her purchase. Sincerely,[redacted]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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a dining table from this store about 10 days ago. I was just moving into my home, and did not get to put the table together until just the other day. When I noticed that the leaf that goes with the table does NOT fit this table. I contacted the store to request either the correct leaf, or that the table be returned. I was blatantly told no, that it has been beyond 72 hours, and the table is now YOURS...!! This is unacceptable, the table does NOT meet quality standards, and there is no way this table should have been sold seeing that the leaf cannot be attached to the table. The manager that I spoke with at this location, I believe his name was [redacted], was unapologetic, and VERY disinterested in my concern. His stance was that it is out of our store and now in your hands, so you own it. I see this as VERY POOR business standards, and horrible customer service. I would like to have this table returned, and my full purchase price refunded. The sad thing is that I have spent over $5000 on other furniture with this store, and feel the least that can be done is for this problem to be resolved to my satisfaction. This was my outcome for giving this store a second chance, as my first purchase was damaged due to their unacceptable handling of the merchandise, now when I do give them a second chance, this is what the outcome is, and how I am treated. UNACCEPTABLE.Desired Settlement: That I be allowed to return this table, and be refunded my purchase price, and re-instate my $120 credit used with the purchase.

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 purchase was made on 03/27/2015 and had purchased merchandise from our clearance area where all items are marked sold as is with no returns, refunds, or services. Mr. [redacted] had purchased a table with a leaf insert and had contacted the store location on approximately 04/04/2015 to advise that the leaf sold with the table did not fit correctly in the table. Mr. [redacted] had been advised by the store management team that the merchandise had been sold from the clearance area and there were no returns. On 04/07/2015 we received Mr. [redacted] correspondence from the Revdex.com. He was contacted by our Customer Service Management team and it was determined that the incorrect leaf had been sold with the table and due to the circumstances Mr. [redacted] was authorized to return the table and apply the monies to a different purchase.We regret Mr. [redacted] experience and he has been provided with the contact information for or Customer Service Management team should he have any additional questions or concerns in the future.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,