Ashley Furniture Homestore

Review: I ordered a repacement ac/dc adapter for my power reclining sofa on April 9th. When I ordered the product I was told I would receive the item via UPS within 18-21 business days. Today is May 20th and allowing for only M-F as business days, it is now 29 business days later and I still have not received the item I ordered and paid for. When I contacted the San Marcos Ashley Home Furniture Store on Friday, June 17th, they told me they would contact Customer Service to see why my part had not yet been delvered and that someone call me back with a status update before the end of that business day. I did not receive a call back that day, so Saurday, June 18th, I called the store back again. I was told by the employee I spoke with that someone from Customer Service was supposed to have called me the previous day and that she would call Customer Service while I waited to get a status update. When that employee could not reach Customer Service she gave me the phone number to call myself. I attempted to contact them, but was forced to leave a message. When Customer Service called me back a short time later, that emplyee stated that she thought that the store had not ordered the part correctly and that was why I hadn't received it yet, but also that she would investigate more thoroughly and then someone would get back to me by the end of that business day to provide an update. Once again I did not receive a call from anyone associated with Ashley Furniture. I called Customer Service again today, Monday, June 20th to speak with a manager about my situation. The employee that initially answered told me that her manager was indisposed at the time, but she would have her return my call at her earliest possible opportunity. The manager called me back over an hour later and told me that she it was the San Marcos store's fault I had not received my part yet because they had not ordered it correctly. The manager told me that my part was ordered that Saturday and that it would be "expedited". When I question the timeline this time she said she did not know when I would receive it, but that they would follow up on Friday, June 24th and call me to provide an update on when I could expect to receive my part.Desired Settlement: I paid for this part over five weeks ago and my part was JUST ordered the other day. The fact that I am still waiting (for who knows how much longer) for my part and the quality of the Customer Service assistance/communication, or lack thereof, I have received is simply unacceptable. Being a member of the armed forces, I can honestly tell you that work performance and customer service of this quality would NOT be tolerated from within nor from the general public. I understand that things go wrong and if the part was truly "expedited" and if I were to receive it this week, I could much more forgiving; but given the poor quality of customer service I received and the fact that I will probably be waiting at least another week for my part, I believe I should be refunded the full purchase price for my replacement part (while still receiving the part, of course).

Business

Response:

May 23, 2013

Revdex.com, Inc.

Dispute Resolution Department

Re: [redacted]

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

Mr. [redacted] purchased parts from our San Marcos, CA store on April 9, 2013. Unfortunately, his information was not transmitted to our Customer Service department until May 18, 2013. Upon receiving the information, Mr. [redacted]’s parts were ordered immediately with a notice to rush them.

Mr. [redacted] has been contacted by our Corporate Customer Care department and we have offered compensation for the miscommunication. We will continue to follow up with Mr. [redacted] to confirm he receives his part order in a timely manner.

Regards,

Executive Assistant

Ashley Furniture Homestore

We bought two leather couches at the Ashley Furniture store near our house. We were going between these couches and leather couches at a different store. The salesman convinced us that the extended warranty made this purchase worth it. The couches are beautiful and we were told they used a leather that was dyed all of the way through. We read the warranty small print and went ahead and bought the couches along with tables to complete our room. Fast forward, one and one-half years later. The couches, apparently, are not dyed through because the color is coming off. The leather is cracking along two of the seams. I do clean the leather and condition it regularly. The technician is here now and has told me that the color coming off is my fault because we do not clean it enough ?!! The cracks are not covered either. The warranty states it covers cracking and peeling, resulting from a specific incident. I asked him to give me an example of this happening. He told me that if we spilled something on the couch and the leather cracked from this it would be covered. This is just wrong. The salesman explained the extended warranty to us in a way that is completely different from how this business honors it's warranty. I am frustrated that this is how they honor what they say and how they sell their furniture. I will never purchase leather furniture from them again and if we ever buy anything else from them, we will never buy a warranty with it. Do not trust them, their sales people are no better than used car sales people. They say what they have to say to sell their product. Even the tech told me that. I am disgusted.

Review: I purchased an upholstered bedframe on January 9, 2016 from the [redacted] Ashley Furniture location. I decided to make arrangements to pick up the bed from their warehouse to avoid having to take a day from work and pay delivery charges. We picked up the bed the following Saturday and acknowledged no damage or defects to the product. Upon getting the bed in our space, we found a huge color variance to what we thought we were getting versus what we received. The bed in the showroom and on the business' website appeared to be a gray bed, getting it home the bed is brown. The bed itself is of nice quality but the color does not work with the space it was purchased for. The following Monday we reached out to the store to discuss options to return the bed and were told there is a no return policy. Something I feel as a consumer, we should have been notified of prior to purchase. At that time I made an inquiry with the corporate website to file a complaint. I received a response a few days later and was told that store is independently owned and they would forward my concerns to the store. I received a call from Nicole S[redacted], the store manager, asking for my follow up to try to resolve the issue. After she request that I send her pictures of the bed, twice, we still were unable to come to a satisfying resolution. She had suggested exchanging the bed for the showroom model. I would like to return the bed for a full refund so I can go elsewhere but I was told they weren't able to return it because "the bed had been in my home too long". The reason the bed has been in my home this long is because I've been working to resolve the issue since I got it. If a company has a zero returns policy, that should be communicated to a customer before they purchase furniture from them. I'm not confident that "swapping" for the showroom will fix the issue and prefer to be able to return the product I'm unhappy with and be able to purchase from a company that stands behind their product.Desired Settlement: Return the bed frame for a full refund of the purchase price.

Consumer

Response:

The Sales Order Terms and Conditions provided at the time of sale states, "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged."The item in question does not fall in the "no returns" description. If Ashley Furniture is willing to return the bed for store credit, that dismisses their original excuse of refusing the return that the bed. Which was that the bed had been in my home too long. They are choosing not to return for a refund as they would rather force me to spend money at their establishment. Offering store credit is not a solution to my problem as I need a bed for a bed. I'm not interested in wasting that sum of money on a bed that is not what I wanted.Furthermore, I never claimed they sent me a brown bed when I requested a grey bed. I'm fully aware the bed comes in one color. Bottom line, I am unhappy with the variance to the color of the bed. I'm not willing to exchange a new bed for a used showroom model, yet pay full price and be inconvenienced in making the trade that likely will not solve the problem. None of the documentation during the sale indicated a "no return" policy. They did not provide any product description indicating "brown" fabric, the image found on their website misrepresents the actual item recieved.

Business

Response:

[redacted] Re: Katie B[redacted] Thank you for contacting [redacted], dba Ashley Furniture Homestore. We ppreciate that you have notified us regarding Mrs. B[redacted]’s concerns. We received Mrs. B[redacted]’s rebuttal from the Revdex.com on 03/01/2016. As stated in the terms and conditions of the original purchase agreement “The Sales Order Terms and Conditions provided at the time of sale states, "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged." The merchandise in question is neither defective nor damaged and the concerns reported are a matter of preference. The option to return the merchandise for store credit was an alternative provided to Mrs. B[redacted] in an attempt to appease the concern, however this does not nullify any existing company policy agreed to at the point of purchase. We the Ashley Furniture Homestores feel that we have made every attempt within our means to assist Mrs. B[redacted] with a resolution to her concerns and we are unable to authorize Mrs. B[redacted] a full refund as per her request. Our decision as a company remains unchanged. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Review: I am writing to dispute a remaining balance on my husband and my [redacted] Bank account.On November 24th, 2013, we purchased furniture from the Ashley Furniture Homestore located at [redacted] They were having a “no interest” sale.Our sales rep, Martin F[redacted] was very helpful with helping us find various pieces, and because of the amount we purchased (we added a couple more pieces with his encouragement to get the best “deal”), we were told we would be given a “24 month interest free” purchase deal.Our total purchase price was $3651.69. We wanted to make sure there was no chance of us missing the deadline and set up an automatic payment every month for $160 to be paid, which would have our total purchase price paid off in 23 MONTHS. According to our payment plan we had mapped out the day we made the purchase, we would have the account paid off in November 2015.I received an email on November 27, 2015, which prompted me to look into this account- I was shocked.It shows that we currently still owe $1,589.18.We immediately contacted Ashley Furniture, and they informed us that this is not an isolated incident and others have been calling them regarding similar issues recently.They informed us that the store used to be a franchise, but are now privately owned. We were told that because they used to go by a “barcode system” there are no records of what we were told by the sales rep. We believe this is fraudulent behavior, as we were encouraged us to add additional pieces to get to the “24 months interest free” deal.At this time,we believe we have paid off our purchase in full.We were told we had “24 months interest free” to pay off $3,651.69.The first payment was due in January 2014, we had until January 2016 to pay that total.We have actually overpaid this amount by $48.31,as we have paid a total of $3,700.We believe Ashley Furniture acted unethically in this case, and feel that we have met our obligation of the purchase deal.Desired Settlement: We believe we have met our obligation in our purchase deal with Ashley Furniture, and therefore would like our account at [redacted] Bank (which the financing was through), to show a 0.00 balance.

Business

Response:

December 19, 2015 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. Mrs. [redacted] original purchase was made on 11/24/2013. At the original point of purchase a finance contract was written and signed for an agreement of a 12 month 0% interest finance term for the purchase. On 12/10/2015 we had received Mrs. [redacted] correspondence from the Revdex.com stating that there was a discrepancy with the original finance term. Our store Management was made aware of Mrs. [redacted] concerns and were able to reach out to the finance company and all interest charges have been reversed as per Mrs. [redacted] request. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: On 5/19/2013 I purchased two recliners from Ashley Furniture. At the time of purchase there we 2 recliners that were exactly the same but one was polyester and I was told that the other was leather wherever your body touched and durablend everywhere else. I bought the warranty at the time and also bought the leather protection plan. Now after 2 years the supposedly leather on the headrest is peeling. When I called customer service I was told that it was not leather but a durablend. When I purchased the recliners the salesman told me that the parts where your body touched were leather. I have other leather furniture so wanted to get the samething. Now I am finding out that the salesman had incorrectly informed me and did not tell me at the time that it was not infact leather but durablend. My husband was with me at the time and remembers him distinctely telling us that all the parts that our body touched were leather. When I called the store today the sales manager told me that he may have been new and not know that durablend is not really leather. So in otherwords I was told something incorrectly and am living with 2 recliners that I though were leather really are not. I would not have know this except that the one recliner is peeling at the headrest and I know that leather does not peel. To me this is fraud to selling an item as one thing and then find out that you have actually purchased something completely different. If I would have know that this was not leather I would not have purchased it.Desired Settlement: I would like to receive two new recliners that are not durablend but leather like I was originally informed. At least leather where your body touches. I have a 5 year warranty and if they replace these chairs with the same thing how do I know that in another 3 years that I wont have the same problem.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concernsMs. [redacted] original delivery occurred on 06/13/2013. On 8/28/2015 Ms. [redacted] contacted our customer service department stating that there was a challenge with the material on her recliner. Although Ms. [redacted] manufacturer warranty had since expired our customer service department had request photographs of the challenges and serial numbers to attempt to receive assistance from our manufacturer with the claim. We received the requested information from Ms. [redacted] on 09/01/2015 and her claim was submitted to the manufacturer for review. On 09/03/2015 we received Ms. [redacted]’s correspondence from the Revdex.com regarding the challenge with her recliner. On 09/03/2015 Ms. [redacted] was contacted by our customer service management team and advised that we were working with the manufacturer on a resolution. On 09/04/15 a response was sent to our customer service management that the manufacturer would assist with the claim and the authorization for a replacement recliner was granted. The delivery of the replacement has been scheduled to be delivered to Ms. [redacted] on 09/09/2015 We regret Ms. [redacted]’s concerns with her purchase and she has been given the contact information for the customer service management team if she has any additional questions or concerns.

Review: 8-1-13 paid cash for a recliner that was on[redacted] clearance discount sale[redacted]/great price/AFTER I PAID for chair and before I left the store I was told the chair was no longer available at that price/if I wanted it I would have to pay show room price since the chair had been place back on show floor/however that was not indicated when I purchased the chair/since they have a NO REFUND POLICY I had to take my pick of the 6/7 chairs that was left from sale/NOT MUCH TO CHOOSE FROM/could not get refund so I could go else where/now I have a chair that I don't like and is uncomfortable for me. I am stuck. this is [redacted]BAIT AND SWITCH[redacted] I WANT THEM TO GIVE ME THE CHAIR I ORGINAL BOUGHT AND PAID FOR AT THE SALE PRICE/PICK UP THIS CHAIR AND DELIVER THE ONE I PURCHASED

Product_Or_Service: RECLINERDesired Settlement: DesiredSettlementID: Replacement

I WANT THE CHAIR I ORGINALLY BOUGHT AT CLEARCE SALE PRICE/I WANT THEM TO PICK UP THIS REPLACEMENT CHAIR AND DELIVER THE ONE I BOUGHT/I DONT HAVE A TRUCK TO RETURN OR PICK UP ANOTHER CHAIR/ALREADY IMPOSED ON MY NEIGHBOR/I'M ON MY OWN AND SERIOUS MEDICAL PROBLEMS/I DONT NEED THIS STRESS/ALREADY FILE A CONSUMER COMPLAINT ABOUT THIS [redacted]BAIT AND SWITCH[redacted]

Business

Response:

August 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] purchased an AS-IS item from our Salt Lake City, UT location. Upon hearing there was a misunderstanding with this purchase, Ms. [redacted] was contacted by the store management team. Ms. [redacted] has reselected to a different chair and is scheduled for delivery on August 20, 2013.

We regret any confusion with Ms. [redacted]’s order and will follow up to confirm her new delivery is successful.

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.

will accept offer ONLY if I get the original chair I purchased/they brought out a chair on 8-12-13/ the wrong chair and color/rejected chair returned it to store/.to deliver original chair on 8-20-13/if I get original chair I will sign of on complaint/if not satisfied will not sign off on complaint until it is resolved to my satisfaction

Regards,

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 Ms. [redacted]’s concerns.

Ms. [redacted] purchased an AS-IS item from our Salt Lake City, UT location. Upon hearing there was a misunderstanding with this purchase, Ms. [redacted] was contacted by the store management team. Ms. [redacted] has reselected to a different chair. Her new delivery occurred on August 20, 2013.

We regret any confusion with Ms. [redacted]’s order and hope she is now able to enjoy her furniture.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: On March 15, 2016 Ashley Furniture delivered a dresser and a headboard to my home. In the process of taking it out of the boxes, they put a hole in my bedroom wall and broke a bedroom lamp. I did have the delivery guys sign a form stating that t hey had caused the damage. I called Ashley furniture after they left and was told to send the pictures of the damage to an email address which they gave me. I have sent the pictures 3 times with no response. I want my bedroom wall fixed and the lamp replaced but can't get anyone at the company to talk to or email me.Desired Settlement: I want the hole in my wall repaired and the lamp replaced.

Business

Response:

Thank you for contacting [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.Ms. [redacted]’s original delivery occurred on 03/15/16. After the delivery had taken place Ms. [redacted] had contacted our customer service department to advise that the delivery team had caused damage to their property team during the delivery. Ms. [redacted] was advised that our delivery service is done through a 3rd party delivery service company and that their correspondence would be sent to their management team to follow up. On 03/16/16 we had received a response from the 3rd party delivery management team that they had attempted to contact Ms. [redacted] to address the concerns with the damage to their property. On 03/31/16 we had received Ms. [redacted]’s correspondence from the Revdex.com stating that they had not received any further follow up regarding the damages to their property. Our customer service management team reached out to our 3rd party delivery management team on 03/31/16 asking for a status on the claim. We had received a response stating that they had not been able to reach Ms. [redacted] regarding the concern and would continue to reach out to her. On 04/06/16 our customer service management team reached out to Ms. [redacted] to see if she had been contacted regarding the concerns and she had stated that she had not, however she had already corrected the damages to her home. Our 3rd party delivery company will be issuing Ms. [redacted] a gift card for the inconvenience. We regret Ms. [redacted]’s experience and she now has the contact information for our customer service management team should she have any additional questions or concerns that need to be addressed. Regards,Renee L[redacted]

Review: We went into Ashley furniture on [redacted]. in A[redacted] AZ on Tuesday 1/27 . We purchased a entertainment center and a coffee and end table set. We got the coffee tables home and they do not look right with our furniture . I Called the store and they told me that my sales person should have informed me it was final sale with no returns or no exchanges. They did not tell us that!! We have been a customer of Ashley for many years and have spent thousands of dollars in Ashley and the fact that they do not do anything to make an irritated customer happy is redicoulus to me. I have never had trouble returning a product I was dissatisfied with at any other furniture store I have been to .Desired Settlement: I would like to be able to return the set of tables and to pick out a set of tables that will work with my current living room decor. If not I would like to return them for a refund. I would also like them to train there sales people to inform customers of this and any other silly rules that they have that customers should be informed of.

Business

Response:

February 3, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us of Mrs. [redacted] concerns Mrs. [redacted] original purchase was delivered on 01/26/2016. Post-delivery Mrs. [redacted] had contacted the store location to advise that she was displeased with the style of the tables and wished to select something different. Mrs. [redacted] was advised that we do not have a return policy for any merchandise that is received and signed for. We received Mrs. [redacted] correspondence from the Better Business on 01/28/2016. Mrs. [redacted] correspondence had been directed to our store management team who in turn had contacted Mrs. [redacted] to provide an alternative solution to the challenge which she had accepted. We regret the challenges that Mrs. [redacted] experienced with her purchase and has selected new merchandise that was received on 02/01/2016 Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Review: Purchased a coach and love-seat [redacted] collection from Ashley Homestore in [redacted] on 3/9/2014, including a 5 year extended warranty from [redacted] for an additional 349.00. Total sale 3087.00. Back of coach broke soon after arrival, calledl Ashley and we were told it was covered under the [redacted] Extended warranty. Filed [redacted] claim form, and were told by [redacted] it was a MFG defect and we needed to deal with Ashley. Contacted Ashley, and were told they would fix it. After numerous calls it was finally picked up to be repaired. After several weeks and several followup calls from us, it was finally returned. Unrepaired! Again after numerous calls, it was picked up the week prior to Thanksgiving, and we were told it would be repaired in a day. The day prior to thanksgiving, my wife called [redacted] at the warehouse, to determine where repaired coach was. He said he would check and call back. He never did. On 11/29, my wife again spoke to [redacted] and he stated coach would not be repaired until Monday.

In Addition, we have been stonewalled by the manager, who will not give us another contact to get the matter resolved. At this point Ashley has failed on quality of product, Honor of warranty, and service follow through. At this point we would like nothing further than a full refund, including the not honored extended warranty, for a total refund of 3087.00Desired Settlement: Full refund including extended warranty fee

Business

Response:

Good afternoon, I have spoken with our [redacted] managers in regards to this consumer. We actually currently have the sofa in our possession for repair, for the third time. Our sofas do have a one year manufacturers warranty which we stand behind 100% in the circumstances of typical manufacturers defects. Unfortunately, in this instance this is not the case. The sofa has been deemed as abused on all three occasssions but we are stillstanding behind the warranty frame and attempting to repair. On the second repair we actually installed additional wood and hardware in the frame to make it even stronger, and even this was damaged. The consumer has admitted to their children climbing on the back of the sofa which falls in to the "abuse" category and should not be covered. The sofa is now undergoing its third repair and will be delivered back once completed. Please let us know if any further information is needed. Thank you,[redacted]

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.

Regards,

[redacted]The response is absolutely fraudulent. Our "children" are college graduates.....one lives in **, one lives in **, and one lives in [redacted]. They have no Grand Children... so the whole, admission of children abusing it is a total lie, which I would be happy to testify in court. In addition the couch was only sent back one time previous to this incident, when stated it was repaired, was another fraudulent statement. It was returned in the same broken condition, in the same broken spot it was before. Neither myself or my wife, the only 2 who sit on the coach are overly heavy. The fact is that Im tiring of Ashleys lies.................The couch frame is of poor quality, the service at Ashley in [redacted] is beyond comprehension in a poor way, they "obviously" do not stand behind there poor quality product. Again, the only satisfaction will be a total refund, including the [redacted], extended warranty, 5 Year, which obviously is NOT being honored either. What is the next step of the Revdex.com? they can simply refund our money, and this opportunity will go away, or we can entertain Small claims court, a Lawyer, the Media. I can assure ASHLEY, that a well educated, hard working customer will not be a victim of fraud, lies or poor service. We would like this quickly and efficiently resolved with a full refund. The items are still under MFG warranty, the MFG is ASHLEY.Regards, Mr. [redacted]

Business

Response:

We currently have the sofa in our warehouse and have tried to contact Mr. [redacted] multiple times. If you could please let him know if he will contact us at [redacted] or [redacted] to arrange a pick up of his remaining pieces. Once we have all items we will issue Mr. [redacted] a full refund. Please let us know if we can be of further assistance.Thanks,[redacted]

Review: My wife and I purchased a 7 piece leather sectional sofa/love seat/ chaise lounge/recliners. that was advertised as a leather couch set. The sales person assured us that this was built with high quality leather that will stand up to heavy use. We also purchased the five year warranty that, according to the sales person the additional warranty will cover everything. Three years later 5 of the 7 sectional leather pieces are discolored. The so called brown leather is now orange. The material is obviously not built to withstand moderate use. After reporting the issue to Ashley Furniture ([redacted] Location), Ashley Furniture Corporate Office (Arizona) contacted us to send two photographs to their email. After not hearing back from the corporate office, we decided to contact them. While on the phone waiting on hold an email was sent to me from a representative of the Corporate office of Ashely Furniture. After waiting a while longer on hold, an Ashely Furniture Representative came on the phone line to indicate that the problem is considered "normal wear and tear" and not covered by our warranty. I could not believe my ears. After a long intense discussion with is individual, she stated that she would send out replaceable leather pieces for the 5 of the 7 pieces effected as well as some stuffing for one of the cushions but that I will have to repair it myself or hire a third party expert to make the necessary repairs. I was appalled after hearing this, I had asked if there were any other complaints regarding the warranty issue, or perhaps a Class Action Suit that maybe pending. We were then told that the problem is considered "normal wear and tear" and not covered by our warranty and we find this answer unacceptable as of a result of this resolution.Desired Settlement: 1. Customer Service to treat customers with respect rather than disrespecting us and belittling us.

2. Repair our expensive furniture or Replace our expensive furniture

Business

Response:

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

Mr. [redacted] original delivery occurred on July 14, 2011. On October 7, 2014, Mr. [redacted] reported color fading on his sectional and requested a service appointment. Our Customer Service department requested that he send photos of his sectional to be reviewed by our Corporate Technician.

Mr. [redacted] photos were received and reviewed on October 11, 2014. It was determined that his sectional was fading due to a lack of maintenance and not because of a manufacturing defect. In an attempt to satisfy Mr. [redacted] concerns, he was contacted by our Corporate Customer Care department and authorized for a courtesy exchange on his sectional.

Mr. [redacted] sectional was delivered on October 25, 2014. At the time of delivery, Mr. [redacted] reported damages to nearly all of the pieces. He was contacted immediately and authorized for either a reselection or exchange on the furniture. Mr. [redacted] has chosen to have his sectional exchanged again. We will continue to follow up with him to confirm his delivery is a success and that he is satisfied with his furniture.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The complaint regarding myself and Ashley Furniture has not been resolved as yet. The issue has nor been satisfied, please view below, If you need additional copies of correspondences over the past months between myself and Ashley Furniture I would be delighted to send them as evidence of what has transcribed... UNSATISFACTORY Actual Original Dimensions of the Sectional which I had purchased [redacted]The furniture which Ashley Furniture delivered is NOT the same size / dimensions according to the pdf file of the link above.The set that is now in my residence is much smaller in size.You can read the correspondences between the Customer Care ([redacted]) representative and myself in disagreement.Mr. [redacted] had indicated in writing the dimension that he measured that the set should be of the Chaise Lounge width (35 1/4" inched wide, the photograph that I sent to [redacted] clearly shows 33" inches wide from end to end (the pdf file shows that the width should be 41" inches wide)... quite a difference in size comparisons. The length is much shorter than the original as well as from the dimensions according to the pdf file.I sent photographs of the size with a tape measure showing the size difference being much smaller in size and according to the Manufacturer the size being different... the 1st set that I had purchased July 2011 was the original size and the set that was delivered to my home is much smaller in size... this is where Mr. [redacted] wrote that the set is new and that I will have to wait for the sectional to be broken in and it will expand over time...My response to the LUDICROUS statement was that I will make contact with [redacted] across the USA and as well as abroad to get their expert opinion about the furniture expanding... I have numerous experts who have disagreed with Mr. [redacted]... most of them who had a heavy Belly Laugh regarding the furniture expanding.I had contacted Mr. [redacted] to indicate the replies from the [redacted].Mr. [redacted] written statements which can be viewed within the many correspondences is quite clear... Mr. [redacted] wrote to me stating that they have exhausted their efforts with wrong mis-matched furniture / broken furniture / wrong sized furniture and that they will not return my original set that I had purchased to have a third party leather restoration professional expert to re-dye the leather to my satisfaction.Mr [redacted] took it upon himself to authorize a Pickup of the furniture from my residence on November 26th 2014 the day prior to a Traditional Family Holiday "Thanksgiving" leaving my family and guests without living room furnishings for the holiday... no placed to sit and showing an empty livingroom.[redacted] stated that I will see a refund on the Credit Card that I used to purchase the Furniture with July 2011... I had indicated to [redacted] that I no longer do business with that bank and that the Credit Card is no longer valid.[redacted] wrote back stating that I will have to get a letter from the Bank that I no longer do business with to indicate that I am no longer doing business with that particular bank and that the account is indeed closed.After getting quite frustrated with [redacted] written request I wrote back that is NOT going to happen and that he will need to contact the accounting department to find another resolution such as issuing a company check or a cashiers check or such.Mr. [redacted] wrote back that the accounting department will issue a check, but it will be issued 14 business days after the furniture is picked up from my residence.I had written to [redacted] stating that this is UnAcceptable... my family and I will not be inconvenienced this way.I am demanding one of the following to resolve this dilemma so thaqt my family and I can put this behind us and move forward:1. deliver my original sectional set that I had complained about with the fading color of the leather.2. Deliver the correct size of the [redacted] which I originally purchased (Please view the [redacted] link to view the actual dimensions of the sectional) rather than a "Bait and Switch" of a knock off item from China.3. Refund my monies (Send a FULL REFUND check to the Manager of the Store where I had originally purchased the sectional, upon the Pickup of the sectional which is now in my livingroom, and signed authorization of the Driver / Delivery Personnel representing Ashley Furniture) in total amount of the receipt which I paid July 2011 I will go to the store to retreive the check so that I may repurchase a livingroom set from either Ashley Furniture or deposit the refund check so that I can purchase a livingroom set from a competitor. Thank you in advance for your assistance regarding this matter... I hope to resolve this dilemma expeditiously.Regards,[redacted]

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original delivery occurred on July 14, 2011. On October 7, 2014, Mr. [redacted] reported color fading on his sectional and requested a service appointment. Our Customer Service department requested that he send photos of his sectional to be reviewed by our Corporate Technician. Mr. [redacted] photos were received and reviewed on October 11, 2014. It was determined that his sectional was fading due to a lack of maintenance and not because of a manufacturing defect. In an attempt to satisfy Mr. [redacted] concerns, he was contacted by our Corporate Customer Care department and authorized for a courtesy exchange on his sectional. Mr. [redacted] sectional was delivered on October 25, 2014. At the time of delivery, Mr. [redacted] reported damages to nearly all of the pieces. He was contacted immediately and authorized for either a reselection or exchange on the furniture. Mr. [redacted] chose to have his furniture exchanged. He has remained dissatisfied with his merchandise. Because no defects can be detected on his sectional, we have offered to pick it up and issue a full refund. Mr. [redacted] is working with our Customer Care department to schedule a pick up date and will then be refunded. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: My experience from beginning to end has been a complete nightmare. Noone at Ashley has taken owenership of the issues I've experienced.

I purchased by furniture from [redacted] in the [redacted] store. We discussed a delivery date of 4/3 because I work from home that day so that was a good day for me to be home for the delivery. Additionally, thier system still had old infomration for me from 9 years ago and he was to update that. On 4/3 I still had not heard anything so I called the customer service # about my delivery times and I was not on the schedule for that day. Also they advised my of the address it was going to and the phone number on file. They still had my old information from 9 years so my furniture was scheduled to go to the wrong address and I was not going to get a call anyway because my new number was not in the system. The customer service Rep told me I have to call the store to make any changes to delivery in order not to be charged. I called the store and talk to a manager,he stated "i have been off for a few days so I dont know anything about this" No apology, nothing. I also advised him to check if my information was updated and the system still had my old address and phone number. I gave him the new information again to update it. later that day I get a call from the warehouse to confirm delivery for 4/4. The warehouse still had the furniture going to my going to my old address. So for the 3rd time that day I gave them my updated address. I had to take off work to be home 4/4 for the delivery and when I got my bench it was the wrong size for the table I ordered, (too high). I called the store and they put [redacted] the sales person on the phone, I said this is not the bench that goes with my set, he told me I have to come to the store and talk to the manager about getting a change order. he did not apologze for ordering me the wrong bench. I drove all the way to the store to get the correct bench for my set ordered, the manager said it will take 1-3 weeks to have the benches switched out and I will get a call before delivery. on 4/24 I called because it was hitting the 3 week mark and I had not received a call, customer service told me they did not have a delivery order from the store and the store was suppose to tell me to call for delivery. So now I have to wait one more week to get the bench. Not one persone throught out this ordeal has apologized or offered any consolation for my distress during this ordeal.This has been dragged out for weeks and noone has take ownership to try and resolve my issue in a timely manner.Desired Settlement: I would like to speak to somone direectly from Ashley who is goiong to address the poor customer service experience I have had thus far. I paid 80$ for delivery and I think at the very least,after all I have been through, I should get that fee credited back to my account.

Consumer

Response:

I did not realize this was [redacted] of [redacted], the store I went to was in [redacted] AZ, can you still help me or do need to resubmit this?

Ashley store: [redacted]

Business

Response:

Hello,

Review: My elderly mother went into Ashley furniture because of the huge "close out" sale. When she walked in she was hounded by very aggressive sales people. She was overwhelmed and ended up buying a dresser and book shelves. She paid cash that evening. Two weeks after we moved her into her new place, I asked where her new purchase was and she said it wouldn't be there until August 9th. She is living out of boxes. She purchased this on July 9th. I took her back to the store on July 22nd and we were immediately shuffled to the back of the store, not to interrupt the aggressive sales people attacking at the front of the store. We talked to the manager and asked why it would take so long. He said it says on the paper she signed that it could take 4 to 6 weeks, but because of this "huge"sale" it could take longer. I asked if she could just get her money back. He showed me where they had her initial that there were no refunds or exchanges. My mother told him she could not remember anyone talking to her about this and he said she should no what she was signing. I let him know that I thought the whole transaction was unethical. He said that it was on paper in writing, didn't know how it could be unethical. I went to the bank to see if we could do a stop payment on the check, but they cashed it that same evening. What legitimate business does that? As I read other reviews, I can't understand how these people continue to be in business.

Product_Or_Service: Dresser/book shelf

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

She would like to get her money back so she can get her place in order. She needs to be able to organize her belongings in her new environment

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 mother, [redacted], purchased her furniture on July 9, 2013 under the terms of our

liquidation sale. The liquidation contracted signed by Ms. [redacted] (attached)

states the tentative delivery date is 3-8 weeks from the time of purchase. At

the time of purchase, Ms. [redacted]’s delivery was scheduled for August 6, 2013.

Ms. [redacted]’s delivery occurred

on August 6, 2013, as scheduled and without incident. As Ms. [redacted] is not listed

on Ms. [redacted]’s account as a representative, we are not at liberty to respond

to her directly, but we have confirmed Ms. [redacted]’s delivery was successful.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Review: 8/9/2014 My husband, [redacted], & I bought 6pc leather sectional w/item #[redacted] & 5 year coverage plan from Ashley Furniture. Rcvd 4 damaged pcs.This is a BRIEF SUMMARY, there are many more important details with conversations w/all staff members from August 9, 2014-March 24, 2015.August 2014-Purchased a 6pc leather sectional with a 5 year coverage plan for $2906.79. Brought leather sectional home the same day only to notice 4/6 pieces are damaged. 1 broken back rest from staff dropping off their fork lift, 3 tears/holes with stuffing coming out and 1 of the pieces with a hole also had a metal wire coming out. Contacted Ashley Furniture the same day and after much debate over the next several days they decide to replace and schedule delivery of new furniture. They attempt to deliver new pieces, only to deliver damaged pieces again and again. It took, at very minimum, 5 visits & a dozen phone calls to get all pieces completely new. On the last visit they damaged the final piece console by breaking it during install. I was done with AF coming to my home and waited to get it replaced.February 2014 noticed the back rest of one piece chaise was ''jiggley'' for lack of a better word, placed coverage replacement request for both broken pieces console and chaise.Rude warranty staff denies chaise replacement, approves console replacement.Attempt to deliver new console, damaged upon arrival. Refused acceptance.Contact AF about rude staff. New warranty team sent out. My husband happens to be there and has to show the warranty team what is wrong with chaise and shows them how it needs to be fixed, AFTER they deny replacement once again. Basically, my husband fixes the chaise. 2nd attempt to deliver new console, damaged even worse than last. Refused acceptance again.Contact AF, they refuse to do anything until I inform them that I am contacting Revdex.com in which they offer me $155. I tell them I want them to take back the entire sectional and get a full refund. They refuse.

Product_Or_Service: Exhiliration 6 Piece Leather Sectional

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund including all taxes and warranty purchase. Ashley Furniture is selling damaged furniture as if it is new and swindling their customers but offering a "no hassle" coverage plan in which they are sending out technicians that do not know how to fix the furniture nor do they care to. They should not be accredited with Revdex.com as they are not worthy of that accreditation. I am not the only customer that has experienced this swindling.

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. and Mrs. [redacted]’s concerns.Mr. [redacted]’s originally picked up their merchandise on 08/09/2014 from our [redacted]s distribution center. On 08/11/2014 they had reported challenges with the merchandise with the merchandise and were authorized to have the merchandise exchanged under the terms of our 1 time no hassle exchange policy. The merchandise in question was delivered at no charge on 08/22/2014 in which the items were sent back stating that the pieces were not to their satisfaction. On 8/30/2014 the merchandise was redelivered with 1 challenge reported. The final piece was delivered 09/03/2014.On 02/10/2015 Mr. and Mrs. [redacted] contacted our local Ashley Furniture Homestore in [redacted], NV siting that their sectional was “loose”. On 02/17/2015 our service technician visited the [redacted]’s and determined 2 items were defective and could not be repaired authorizing the exchange of the merchandise. On 03/01/2015 a 2nd technician was sent to the [redacted]’s to evaluate the one item as Mr. [redacted] preferred to have the item repaired. The technician was able make the necessary repair to the item and the service work order was signed as completed with no additional challenges. On 03/05/2015 in an attempt to deliver one item to be exchanged the item was sent back due to a loose thread. At this time Mr. and Mrs. [redacted] had expressed their frustration with their purchase and had requested to speak to our Dispatch unit as they had previously spoken with her. We had attempted to contact Mrs. [redacted] on 03/05/15 and were unable to reach her via phone. On 03/06/2015 we were able to speak with Mrs. [redacted] who had again expressed her frustration, which we had offered to compensate her in the amount of $165.00 (plus any applicable tax). Mrs. [redacted] had declined and had requested to speak with a supervisor. Mrs. [redacted] was contacted again on 03/06/2015 in an attempt to resolve her concerns in which she had declined and requested a refund. The [redacted]’s information was sent to our Customer Service Management team who approved the return of the merchandise on 03/07/2015.Mr. and Mrs. [redacted] were contacted to arrange the pickup and refund of their order, which there were questions as to how the refund would be processed. Mr. and Mrs. [redacted] had partially paid with acredit card and had partially financed the balance through [redacted]. Mrs. [redacted] was explained the refund process with the finance company and after speaking with our customer service management team the merchandise was picked up on 03/25/2015 and their refund has been processed in full. We sincerely regret the inconvenience of this situation and have provided Mr. and Mrs. [redacted] with a contact name and number for any future concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I received a furniture delivery on a Saturday. I notified the delivery drivers that there was some damage on all of the pieces of furniture. I was told to contact customer service. On that same day (Saturday) I contacted the local salesperson that told me the furniture could be exchanged. I called the customer service department on Monday (well within the 3 day notification policy), and was told they needed to send a technician out to look at the furniture. The available service dates were 3-4 weeks out. When the technician came out, he told us that the furniture was damaged from pets. We informed him that we do not have any pets, and he said he would report that. Since that time, I was told that I would get "pieces of fabric" and I would have to repair the furniture myself. I notified them that I wanted either replacements of the same furniture or a total refund so that I could go to a different furniture retailer.Desired Settlement: I would like to exchange the items in my home for new items (the same furniture). If this cannot be done, then I would like a refund and have the furniture I purchased to be picked up and delivered back to the warehouse.

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 January 25, 2014. On January 27, 2014, Ms. [redacted] contacted our customer service department and reported that one of her accent chairs had some type of dirt stain on it and her sofa was ripped on the corner. A service appointment was scheduled for February 22, 2014.

On that date, our technician determined both of Ms. [redacted] accent chairs and sofas had extensive pet damage (see photos). The technician explained to Ms. [redacted] that pet damage is not serviceable. Our Customer Service department followed up with Ms. [redacted] and offered to order replacement parts at no charge. Ms. [redacted] declined this offer. On March 22, 2014, Ms. [redacted] was contacted by our Corporate Customer Care department and we again explained we could order replacement parts at no charge, but would not install them. We further offered to refund Ms. [redacted]’s extended warranty. Ms. [redacted] again declined.

Our upper management and senior technician staff cannot attribute Ms. [redacted] furniture damage to anything other than pet/animal damage, as evidenced in the attached photos. In an effort to amicably assist Ms. [redacted] in this situation, our offer to send replacement parts and refund the extended warranty still stands. Ms. [redacted] has been provided a contact name and number should she reconsider.

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.When I purchased the furniture from Ashley, I was told that if I wanted to return or exchange my purchase (FOR ANY REASON), I had to notify customer service within 3 days. The furniture was visibly damaged when I received it (on a Saturday), and I notified the delivery men. I then notified the salesman later on that day, and was told that it would be taken care of. On the following Monday, I notified customer service in Arizona. I wanted the furniture replaced or returned. Instead of following through with their return/exchange policy, I was told a technician would need to come out. They could not schedule one until the end of February. I didn't want a repair technician to come out, I simply wanted an exchange or to return the furniture. On their website, it states that in order for a refund or exchange, I am to notify the store where I purchased the items, yet the managers and representatives of the store state that a call to Arizona is the procedure. After calls to the store as well, I was told that I needed to talk to a manager named [redacted]. After many attempts to get ahold of [redacted], I was finally told that [redacted] no longer worked there. I then spoke to [redacted] (unsure of the spelling of his name "[redacted]"). He told me he would take care of it, and he was sorry for the confusion. I heard from him once more just to tell me he was wor[redacted] on it, and then never again. I called and left other messages for him, and have not heard back. My main issues with their conclusions/actions are:I do not have pets, therefore if it is pet damage, it happened prior to me receiving the furniture.I could never get a response regarding the possibility of the furniture being damaged while in the warehouse or in transit.I followed the correct procedure and time frame for requesting a refund/exchange.The communication process with management is very disorganized and with customer service very hostile.The offer to send me pieces of material in order for me to hire someone to repair the furniture is preposterous.I received damaged furniture from Ashley Furniture...it was delivered to me in the manner in which it still is...damaged.I did not state that it was an issue on only one couch and only a stain on a chair.I simply want an exchange of the same items or a refund.They keep stating that the issue with the furniture is not covered by warranty, yet it was never an actual warranty issue...it was a return/exchange issue regarding a delivery of damaged furniture. I never expected a company such as Ashley Furniture to be so negligent and fraudulent in regards to a simple exchange or refund. What is a lot of money to me is nothing to them, yet they cannot seem to follow through with their promises. I am hoping that they will do the honorable thing and return or exchange my furniture.Regards,[redacted]

Review: Ordered a loveseat and was told Ashley is the place to buy over [redacted] because I would never have the customer service issues they have., I was told to pick up at the store 8am with my photo ID. Came to store and it was closed, drove around the back and pickup door was open but no one inside. Went all the way through yelling for someone and no one around. Went onto sales floor and 2 women were on the computer. Explained situation and they said my loveseat was at the sparks warehouse and needed picked up there. They said they didnt know why no one told me where to go to pick up. They said I also needed original paperwork which was at home after I was told I would only need photo ID. They reprinted for me. I asked if it was ready and if they stain protector was already done, they said yes. I drove to sparks warehouse and went in. No one in sight with a button to push once only. Pushed and waited, 5 minutes later pushed again, repeat this 4 more times. All the while I can hear people chatting down the hallway through the window. I yelled out, no answer. I now for the 2nd time and Ashley location entered employee entrance and walked down a hall to find staff sitting at a table chatting having coffee. I asked if someone could help me and the other person waiting at the window now for service. They came and told me to drive to a door to have my loveseat loaded. Drove and waited another 10 minutes for door to open. The guy takes my loveseat and drags across the ground and tips up against my truck and lifts it in by himself very roughly. He asks me to sign and I asked to verify stain protector was applied as it was never opened, he said NO. He then grabbed it and pulled it back out of truck, cut the top of the plastic open like a potato, sprays for about 5 seconds the top and anything else he can in the 9" opening he cut, taped it shut and lugged it back in my truck. I was so furious I signed and got out of there after 3 hours of my time was wasted. Called for manager that day and no call back from store ever, filed complaints online and was told to submit to another department. Filed complaint and didnt receive response for 3 weeks. Representative offered to refund my delivery fee in which I didnt pay because I picked up myself. She offered to have the loveseat serviced and sprayed. Had to wait 2 more weeks for a service call, he came friday the 24th and had to be available from 8-12 so had to take a half day off work and when he arrived said he didnt know why he was called for this because they do not do spraying at home. It would have to be brought back to the warehouse. He said he would note what happened for someone to contact me and still no contact from the store or original representative to resolve this issue still.Desired Settlement: Apology, Product be exchanged and delivered properly, refund for large amount of product for time lost and horrible customer service.

Business

Response:

February 5, 2014

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

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

Mr. [redacted] picked up his loveseat from our warehouse on December 20, 2013. Mr. [redacted] also purchased an extended fabric warranty which guarantees coverage for any stains or spills the result of human or pet bodily fluid or food or beverage normally consumed by humans.

On January 5, 2013, Mr. [redacted] contacted a social media website to express his dissatisfaction with the pick-up experience. He also stated he felt his loveseat had not been properly treated with fabric protection. Mr. [redacted] was contacted by our Corporate Customer Care department as a response to his social media posting and we offered to refund him $79.99 (the cost of a delivery fee) as an apology for his pick-up experience. A service appointment was also scheduled for January 24, 2014 for a service technician to confirm Mr. [redacted] loveseat had been adequately treated with the fabric spray.

On his service appointment, our technician was not able to detect inadequate fabric treatment but advised Mr. [redacted] if he would like the loveseat to be retreated, he would need to return the furniture to the warehouse as it was too large to be treated in his home. Mr. [redacted] has since expressed his dissatisfaction with this resolution and was again contacted by our Corporate Customer Care department. We have offered to pick up Mr. Olmstead’s loveseat and refund it and the extended warranty in full. We are awaiting Mr. Olmstead’s response to this resolution as well as his credit card information so the refund can be processed.

Regards,

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.

This is not a resolution, I could return this couch for any reason for full refund. This does not offer any compensation for my horrible experience and time. This complaint response is untruthful and I have in writing the reason teh technician was sent and 2 witnesses that he did not verify it was coated, he in fact said there is no way to verify this and did not perform any services at all. I would like 1/2 of the price refunded to my credit card as this has recently gone on sale for less than I paid and I will close the case if awarded.

Regards,

Review: My husband and I purchased a couch from Ashley Furniture April 2014. Before we finished the purchase we were asked if we wanted a warranty. The salesman asked if we had any pets we said yes, we are looking for something to protect us from scratches or any mishaps that could harm the leather. He set us up on a warranty that he explained would do just that, any pet scratches or scuffs that happened just to give them a call and they would come out to replace that piece of the sectional. We do just that and ask the gentleman that showed up at our home to replace the end of the couch that had a few scratches in the leather. He said to us they would never replace anything for pet damages and was very rude about us even thinking that was the case. We then call this week and the customer service rep looks over our purchase and lets us know that he must have put our warranty in incorrectly because we were not covered for what he told us we were. They instructed me to call the store, the store instructed me to call customer service back and it has been a game between the two. We were misguided, lied to, and I feel nothing but regret buying from a non trust worthy company. We were taken advantage of and I feel that they owe us our money back for the warranty that we unknowingly purchased (there was no contract that came with the warranty). I would never recommend this company to anyone. If you handle your business poorly and give customers the run around after you lie to them no one deserves that. I was told the warranty we have covers food and beverage spills, which is completely unnecessary for a dark leather couch that is easily be wiped down. Thank you for your time.Desired Settlement: To get our money back for the warranty that was misrepresented to us when we purchased the furniture.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concernsMs. [redacted] original delivery occurred on 04/30/2014. On 5/4/2015 Ms. [redacted] had contacted our customer service department regarding an extended warranty claim for pet related damages. Our customer service associates had explained to Ms. [redacted] that our extended warranty programs exclude any damages related to a household pet. Ms. [redacted] had advised that the sales specialist that had assisted her at the original time of purchase had verbally told her that pet damages were included in her extended warranty. On 5/5/2015 we received the correspondence that Ms. [redacted] had submitted to the Revdex.com. She was contacted by the Customer Service Management team who have authorized the full refund of her extended warranty and have ordered replacement parts at no charge for the pet related damages and will be installing them at no charge as a courtesy to resolve the concern. We regret Ms. [redacted] experience and she now has the direct contact information for the Customer Service Management team should she have any additional questions or concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: We purchased merchandise in Dec 2013 and were not billed properly and being billed for items that were cancelled.

We have filed a complaint with ** capital bank which took 2 months and now we have tried to call Ashley Furniture Store which is independently owned and operated here in Phoenix and they will not return our calls.

The store promised to refund our shipping and never did, have billed for items not received and never gave us an invoice for what we purchased in December until now and is not correct.

I called and asked to go to their corporate office in Glendale to **t this matter resolved and they will not return my calls or my wife's.Desired Settlement: for them to setup an appointment at their corporate office so we can resolve this matter

Business

Response:

May 27, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re:

[redacted] AZ

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

correspondence has been forwarded to our store management team for review. He

has been contacted and will be meeting with a member of our management staff at

his convenience. Mr. [redacted] has been provided a contact name and number with

regard to this issue.

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 am not saying this is not going to resolve this matter but our meeting with them is June 6th at 2pm in their Mayo & Scottsdale Road Store.

This Store is not owned by Ashley it is a Franchise.

We have been trying to get this resolved sine December 2013 and they put us thru has been not only very frustrating , but inexcusable so I would like you to keep this open until this meeting to see if it gets resolved.

Regards,

Review: Purchased 3 pieces of furniture. On one of the couches, the springs on 1 side are weak & you sink in when you sit in that areaDesired Settlement: Would like a replacement piece of furniture. They have sent 2 technicians out & they don't agree with my assessment that the springs are weak in that one area

Business

Response:

February 3, 2016 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 Re: R[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns. Mr. [redacted] original delivery occurred on 12/9/2015, on 01/11/2016 he had contacted our customer service department stating that there was an issue with the springs being weak on his sofa. A service technician was dispatched to Mr. [redacted] residence on 01/18/2016 and had done a full frame and spring inspection and found no defects with the sofa. Post-service on 01/18/2016 Mr. [redacted] contacted our customer service department stating that he was in disagreement with the assessment. On 01/27/2016 a second service technician was dispatched to Mr. [redacted] residence with the same findings per the report filed. We received Mr. [redacted] correspondence from the Revdex.com on 02/01/2016. Our Customer Service Management team contacted Mr. [redacted] on 02/03/2016 and had explained that there were no defects found in the sofa in question. As a courtesy we have agreed to replace the sofa under the terms that going forward Mr. [redacted] will follow the policies of the Ashley Furniture Homestore service policy that falls in line with the warranties of the Ashley industries which Mr. [redacted] has agreed to. We regret the concerns that Mr. [redacted] has experienced with his purchase and he has been given the contact information for our Customer Service Management team should he have any additional questions or concerns going forward. Regards, Renee [redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Worst buying experience of my entire life! The customer service basically ignored our complaints and was completely unorganized. After approximately 20 calls to the Ashley Furniture corporate office customer service we recieved 0 return calls to resolve the issues we had with the company. After months long delivery issues with Ashley Furniture I requested a refund and was notified that that would not be feasable.Our delivery experience was as follows:

-placed order 3/26

-delivery 4/19 CANCELLED by Ashley furniture

-delivery 4/21 CANCELLED by Ashley furniture

-delivery 4/26 some pieces delivered, large sectional BROKEN, wedge not finished due to "manufacturer issue"

-delivery 5/5-one piece delivered, wedge still a "manufacturer issue"

-delivery 5/12-NO CALL/NO SHOW

-delivery 5/19-wedge finally arrived

Still unhappy with the experience and the furniture, unfortunately no one will listen to my complaints and rectify this situation.

Review: Ashley Furniture provided false and misleading service during my first visit, they had hidden delivery fees, their customer service is horrible and do not accurately document any notes when you speak to them, they are also quick to point fingers at retail store mistakes vs. customer service mistakes (zero accountability) they do not enter orders correctly, deliver incorrect items, they have delivered broken furniture to my home, the retail store has not returned my phone calls and have not delivered all my furniture as they promised. It has been approximately 2 months since I made my purchases at Ashley Furniture and I have not received all my products and quite frankly it has been the biggest mistake for my new home. I regret walking into this store. Ashley Furniture marketing says they have great prices but it fails to say you pay for what you get at this store.Desired Settlement: My next step is to complain to the Attorney General, unless I can get serious compensation for the lack of support that has created an abundance of unnecessary stress, caused me to loose hours of work time by arguing with people over the phone or having to go visit the store and left my family without the necessary furniture for over a month and now months considering the missing chest still has not arrived. As mentioned, I expect serious compensation, immediate delivery of the missing piece of furniture and quite frankly they should at the very least pay for the white chest.

Business

Response:

June 8, 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] concerns.

[redacted] purchased on April 2, 2013 under our Liquidation Sale. His promised delivery date was 3-8 weeks from the date of purchase. The majority of [redacted]’s order was delivered on April 19, 2013. [redacted] had a second delivery on May 8, 2013. [redacted] had one additional delay and his chest of drawers was delivered on May 29, 2013.

[redacted] has been issued a price adjustment on his order and has been contacted by our Corporate Customer Care department. He has been provided contact information for any future concerns. We sincerely regret the delay in [redacted]’s order and hope he is now able to enjoy his furniture.

Regards,