Ashley Furniture Homestore

Review: I bought two living room sets on 17 October. There was a delay in the loveseat for one set It has not been delivered and it is 9 December. I left work for the first delivery. I also left work a second time to meet the repair person who had to repair damage to the first delivery. When they scheduled the delivery of the loveseat they gave a window of 9am-1pm. I told them that didn't work, because I had already left work twice for them. They said they would reschedule to a different day. They called for the reschedule and said it would be between 9am-1pm. I again told them that would not work. I told them I needed a time after 1pm. They said they would put in a request for a delivery after 1pm. The warehouse ignored the request and they showed up today a little after 10am. They called and asked if I was going to meet the delivery team. I told them I needed a time after 1pm. They are unwilling to deliver at a time I can meet them without having to miss 3/4 of my work day.Desired Settlement: I would like my loveseat delivered after 1pm

Business

Response:

December

14, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street Phoenix,

AZ 85014Re: [redacted] ID#: [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.We received Mr. [redacted] correspondence

from the Revdex.com on 12/9/15 stating concerns with damage and

defective product as well as an inflexible delivery schedule. We have confirmed that the service issues

have been addressed with the repair appt completed on 12/1/15. We have reached out to Mr [redacted] to apologize

for these conditions and to let him know that we will make sure the delivery of

the loveseat is scheduled for after 1pm.

Mr. [redacted] is currently scheduled for delivery of his loveseat on Friday

12/18/15. We will be following up with

Mr. [redacted] on Wednesday 12/16/15 to confirm his delivery timeframe for Friday

12/18/15 of after 1pm and again on Friday 12/18/15 to confirm that Mr. [redacted]s happy with the delivery and there are no further concerns to be addressed. Regards,Renee

L[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]

Review: I purchased approx 3,000 of furniture in Feb 2015. We picked up the furniture from their wharhouse in [redacted]. They omitted a night stand. I had to go back to [redacted] (500 MIles) to pick up the night stand. We had so many boxes their was no way to figure if we had everything from the first pick up. We got the night stand. Two days ago I got my bill from Ashley furniture, Sales rep indicated it would be 45 days for the bill. This am a 8 am I got a call stating I was already late on the bill, We paid the bill yesterday online. This Company is bad stay away from this company go to [redacted]. Do not go to this place. They will screw you as that appears to be their business modelDesired Settlement: I wanty additional compensation for traveling to [redacted] from [redacted]. Charge is .55 per mile for 500 miles plus Hotel fee of 110.

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 order was picked up from our local distribution center via the company “Man Movers” on 02/03/2015. . Mr. [redacted] contacted our [redacted], UT Ashley Homestore to report the concern on 02/09/15 that there was an item missing from the invoice.It was confirmed via our distribution center on 02/09/15 that there was a missing item from the original pickup. M. [redacted] had requested that he be compensated for the inconvenience which he was issued a $50.00 in-store credit which had initially been agreed upon and used in our [redacted], UT Homestore on 02/21/2015 when he returned to pick up the missing item from our distribution center. We regret the error with Mr. [redacted] original pickup and we have confirmed that all merchandise has since been received. Our [redacted], UT Ashley Homestore management team has made several attempts to reach Mr. [redacted] since the complaint has been filed with no response. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: Purchased an extended warranty 5 year plan sold to us from this location. Ashley furniture has refused to honor the warranty trying to state normal wear and tear or excessive damage to void the warranty we paid. The white paint there service technicians have painted have all started to peel off on the toddler beds, the master bed, the kitchen table was painted and the paint has chipped as well as the dresser. They sent a service technician Feb. 4, 2014 who only came out without notice at 7 AM to take pictures and state everything was not covered. They have failed to provide service covered under the warranty, they intentionally with bad faith sent a service technician to state nothing is covered. The repairs are within the warranty, especially when the service technician has already applied paint to each item in the past. That paint has wore off.Desired Settlement: Repair the white paint that the previous service technician painted, on the toddler beds, master bedroom, and install dresser replacement already given from prior issues with dresser, and repair table, which already they painted once before. Honor the warranty we paid.

Business

Response:

February 27, 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]’s

original delivery occurred on December 1, 2012. Mr. [redacted] purchased an

extended wood warranty with his furniture with provides coverage for specific

accidents or incidents. Mr. [redacted] had several service appointments that

initially fell under the umbrella of the extended warranty.

On January 17, 2014,

Mr. [redacted] reported a scrape on his table. Our technician assessed the

furniture on February 11, 2014 and determined all of the issues were due to

wear and extreme usage (see photos). This was explained to Mr. [redacted] and we

have since offered to refund his extended warranty.

Mr. [redacted] has

submitted his financial information so the refund can now be processed. He has

been provided a contact name and number for any further questions.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

W. Bell Road, Suite *

Glendale,

AZ 85308

Review: I bought a love seat and sofa from Ashley in 07-19-08 with a 5 year warranty. It states "Our Lifetime Guaranteed Steel Seat" and"Our state-of-the-art cross-grained Hardwood Frames are so strong you can count on them for a Lifetime-We Guarantee It". Well this past December the hardwood frame broke and the steel seat spring is now sticking out from under the love seat. Well now they say that the guarantee for the frame and steel seat is only for 5 years. At the time they said the 5 year was for Fabric and the seat cushions and stuff like that but the frame and the steel seat and all the wood was guaranteed for a lifetime, there was no time frame given on how long that was but I would think that it be more than 5 years and 5 months.After stating this they told me to go to the store and pay 45.00 and I did for a tech to come to the house and see, but they pushed it back from jan.22 to feb 19 and would not tell me why, when I asked to talk to a manager or supervisor they said that they were all busy but that one would call me back that was 2 day ago.Desired Settlement: For Ashley to honor there "Lifetime Guarantee on the Steel Seat and Hardwood frame that are so strong that I can count on them for a Lifetime"

Business

Response:

January 30, 2014 Revdex.com, Inc.Dispute Resolution Department[redacted] Re: [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. Mr. [redacted]’s original delivery occurred on July 28, 2008. On December 28, 2013, Mr. [redacted] reported a possible frame or spring issue with his loveseat. He was advised that because he was more than 1 year outside his delivery date, he would need to pay a labor fee. Mr. [redacted] was also advised that the manufacturer’s warranty expires after 5 years from the date of delivery. Because Mr. [redacted]’s manufacturer warranty had already expired, he was advised the service would be done as a courtesy. Mr. [redacted] was contacted by our Corporate Customer Care department on January 23, 2014 and explained the terms of the manufacturer’s warranty. Because the written terms of the warranty have been modified since Mr. [redacted]’s delivery date, we have offered to continue to service any frame or spring issues with his furniture with the appropriate labor fee. Mr. [redacted] had service on January 25, 2014 and his loveseat was repaired up to manufacturer specifications. He has been given a contact name and number for any future issues. Regards, [redacted]Executive AssistantAshley Furniture Homestore[redacted]

Review: I purchased a sectional. Waited a month for delivery, when delivered. The sectional had damages on all pieces. After many calls, I was offered a replacement which I waited another month for. Now after receiving the new sectional. The new sectional also has damage on 3 of 5 pieces. After giving Ashley two times and almost three months to get me a sectional I asked to be refunded. At that point I was told I couldn't have a refund because I bought furniture during a "special" sale.Desired Settlement: After many calls and promises to make this situation right. And after being told by my sales persons "Sir you aren't even a drop in the bucket to Ashley Furniture" after saying I won't do business with Ashely again. Rather than get a new sectional. I would just like to be refunded. I feel they didn't show much care that I had already been sent a damaged sectional, by the fact that they didn't make sure the replacement wasn't also damaged. I don't believe they deserve my business and although they did sneak a NO Refund invoice over me. I feel under the circumstances and quality of product and services that I should be refunded.

Business

Response:

October 1, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]ll #[redacted]

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

Mr. [redacted]’s original delivery occurred on August 28, 2013. At that time, he reported an error with his order and damages to his furniture. Mr. [redacted] spoke to our store management team to correct his order and his delivery was rescheduled to September 21, 2013.

On his second delivery attempt, Mr. [redacted] had to refuse a portion of his order due to damages. He was contacted on September 25, 2013 by our Customer Care department and agreed to allow us to make one additional delivery attempt. Mr. [redacted]’s delivery occurred on September 28, 2013 and was successful. As an apology, we have compensated Mr. [redacted] by adjusting the price of his order.

We regret the delay in a resolution to Mr. [redacted]’s concerns and hope he is now able to enjoy his furniture. Mr. [redacted] has been provided a contact name and number should he have any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I ordered furniture in the summer of 2012 (I don't recall the date offhand). The furniture: couch with a chaise, a matching loveseat, and a lift table. I noticed in mid July 2013 that there was a tear in lining under the cushions on the corner of the frame near the chaise. I had not looked there before as I did not expect to have to remove the cushions to inspect the lining and I have no reason to really remove cushions from a couch. I called Ashely Furniture, request # [redacted] about the issue as I've only had the furniture for barely a year, and who knows how long that tear was there. I had to escalate the call to a supervisor as the frontline associate was unable to assist me. Her name was [redacted], employee # [redacted], on August 17, 2013.

She refused to offer any sort of service to resolve my issue stating that I was a month or so past my warranty timeframe. That was unacceptable to me do to the amount of money paid for the product, the hidden location of the tear, and the very small window of time past the warranty they offered. She refused to offer anything out of courtesy even, until I mentioned I would be submitting this complaint to the Revdex.com. As soon as I said that, her entire demeanor changed and she immediately offered to look into other options that she could go to assist me. This is terrible customer service; a customer should be offered those courtesies without threatening an official complaint. [redacted] came back on the line and stated that she would look into the situation more if I could email her pictures of the tear and it's location, to [redacted]. I did so, and heard back from [redacted] a few days later stating she could send me a repair kit as a courtesy but could not offer the services of a technician to install it.

I reluctantly agreed as that was better than nothing at all. Today is September 11th, nearly a month later, and I have still yet to receive this repair kit. This is why I'm filing this complaint. I was offered a mediocre resolution to an issue, which happened to never come to fruition. I feel lied to. This is an entirely unethical business practice.Desired Settlement: I am seeking the repair kit promised by [redacted], and due to the inconvenience of submitting this complaint, I also am seeking a courtesy install of the repair by an Ashely Furniture technician. I should not have to follow-up this many times to merely be a satisfied customer with the product I spent so much money on. Anything short of this resolution is unacceptable and will only cause additional poor reviews of the company via social media, etc. and to coworkers and friends.

Business

Response:

September 19, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

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

Mr. [redacted]’s original delivery occurred on June 13, 2012. On August 17, 2013, Mr. [redacted] reported a tear on his sofa. It was explained that tears on fabric were not covered after 3 days from the date of delivery. Mr. [redacted] sent photos of his issue and was told we could order courtesy parts at no charge, but that they would need to be installed by an outside source.

UPS tracking indicates Mr. [redacted] received his replacement parts on August 28, 2013. He was contacted on September 18, 2013 by our Corporate Customer Care department and advised we would install the parts as a courtesy. Mr. [redacted]’s service appointment is scheduled for September 24, 2013. We will continue to follow up with Mr. [redacted] to confirm his satisfaction.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I went into their [redacted] store to furnish my home before my family moved out. I made sure that delivery would be in time and verified this at the time of purchase. I was also told that I would be called a few days before delivery to choose a window of delivery. I received this call however a delivery time had been chosen for me that was not possible for anyone to be home to accept delivery. When I called back they said they would cancel the original delivery and set it up for Saturday. I then received another call saying that Saturday wasn't going to work for them anymore and the soonest delivery could happen now was another 2-3 weeks away even though my furniture is 20 minutes away. Meaning my family now has to live out of boxes and sleep on the floor because of their dishonesty and inability to take care of their customers. I would go buy furniture this weekend somewhere else except I am told there is no returns. If I never accept delivery not sure how they can just keep my money.Desired Settlement: I simply want them to live up to their agreement with me.

Business

Response:

June 16, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

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

Mr. [redacted] purchased his furniture on May 13, 2013 under our liquidation promotion which states delivery will occur within 3-8 weeks from the date of purchase. Mr. [redacted] was contacted after purchase and his delivery was originally scheduled for June 7, 2013. On June 4, 2013, Mr. [redacted] was contacted and advised there was a delay on his merchandise and his delivery would need to be rescheduled to June 16, 2013 or after.

Mr. [redacted]’s delivery is scheduled to occur on June 16, 2013. He has been contacted by our Corporate Customer Care department and offered compensation as an apology for the delay. We will continue to follow up with Mr. [redacted] to confirm his satisfaction with his furniture and delivery.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a bedroom set for my daughter at the beginning of November 2013. It was only in the home for about a month before the paint started peeling. I reported this to them and they sent out a repair technician that was rude. The only thing the repair man did was sprayed some paint on it which wasn't even the same color. About another month goes by and the support under the bed starts to flex under pressure along with the finish peeling around the trim of the drawers. I took pictures and showed them to the people at ashley furniture and all they did was reorder the drawers which where a different size then the original. So here I am with 3 drawers that aren't any better than the defective ones. Nobody ever came to install the drawers as promised. I spoke with the GM of the store which promised to me and said that the warehouse manager would come and inspect the furniture. The warehouse manager instead sends out another repairman to respray the furniture. The repairman took photo's of the furniture and later showed them to his manager. When I later spoke with the store GM, he said that the furniture appeared to be abused due to it being crayon on it. The furniture had only been in the home about 3 months but looked to be about 5+ years old. I got fed up with paying out money for furniture that was clearly defective to begin with. At the beginning of May 2014, I went to the store to tell them to come remove their furniture. While doing so, the store gm was sitting at the desk as I was talking to one of the customer service representatives so he walked over to me and said "the white furniture" I replied yes and he smiled and laughed in my face.Desired Settlement: I would like for a full refund of my money.

Business

Response:

In response to this complaint,

The customer did notify us of the finish issues several months after delivery, and while I did say I would contact the customer service Manager in regards. His job is to schedule a tech out to the customers house to determine issue. Upon our tech arriving at customers home, he noticed it had marker/crayon on the furniture. The tech attempted to touch up product as a courtesy and also took pictures of the damage and returned to his Manager where the determination was that the product was abused due to the marker/crayon on the finish. The issue with writing with markers/crayons on the finish, is the chemicals in these products can alter the original quality of the manufactors finish. Our warranty states it covers manufactor defects one year from delivery date due to a Manufactors issue. Once again this was determined to be customer abuse due to the marker/crayon substance on the finish when we arrived to inspect. Also on original delivery ticket where customer is to specify any defects, nothing was mentioned at the time of delivery. In response of me laughing at customer due to issue is a complete mis-truth. I would never ever be that unprofessional to laugh at a customers misfortune.

General Manager

Business

Response:

I failed to mention a couple items in my prior response, first being that we have no record of bed support issue being reported as defective. We will be more than happy to send a tech out to inspect this issue and correct if found to be a manufactors defect. We did order at no charge two drawers in December 2013 for the customer at no charge and they were received at his home on 01/08/14 and 01/30/14. We do notify customers when we order parts if they need any assitance installing parts to contact us to set up tech to come out. The majority of the customers slide the drawers in themselves. Our records do not show any request for this to be completed. However, the same with the bed support, we will be glad to install drawers and review bed support for Mr. [redacted] if he wishes us to do so? He would just need to contact our service department at ###-###-#### to get appointment scheduled. I would be happy to assist in this as well.

Mr. [redacted] purchased through our in house fianancing program and has requested to return furniture. He was advised that a refund is not an option due to the condition of his furniture.

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.

I am not at all satisfied with this response. Upon the conversation in person on Saturday, i'm to pay for defective furniture that was damaged due to other means than daily usage. All they did was schedule for another technician to come assess the furniture. As I explained in person, all I want is for them to come and remove their furniture as i'm tired of paying for defective merchandise.

Regards,

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.

upon ashley furniture sending another technician out to assess my furniture. the gm claims that the defects aren't due to manufacturing. the two technicians documented photo's of the furniture and while doing so, we noticed that the fronts on the replacement drawers had peeled as the original drawers did. the replacement drawers have been in the box since they was delivered but yet they claim its not a manufacturing defect. the gm didn't even address the issue of the support being cracked. I told them that I wanted the furniture gone but they say "it has to be in like new condition in order to turn it in".

removal of their furniture

Regards,

Business

Response:

The complaint made by the consumer is in reference to their purchase agreement with Acceptance Now. You can contact [redacted]. She is the District Manager and can give you any information needed.

Thank you,

Review: After purchasing bedroom furniture on October 7, 2014, we stopped in multiple times to see when it was going to be delivered because we were moving into our new house on October 25. Each time we questioned when the furniture would be in and delivered we got conflicting reasons as to why the dates were getting moved back each time. Finally, on November 12, 2014 the furniture was delivered. One of Ashley's delivery men while carrying in a nightstand put a hole in our bedroom drywall with the leg of the nightstand. He then took a picture of it with his phone and said he would inform his supervisor ([redacted]) and get it taken care of. My wife stopped in Ashley's that same day that it happened and the Manager assured her that it would be taken care of "that is why we have insurance". After waiting 2 weeks and hearing nothing from [redacted], we stopped in at Ashley's to see when it was going to get fixed. The employees at the store knew nothing about it so they wrote everything down and said they would get back to us. After stopping in at Ashley's numerous times again, they finally sent a repairman to the house on December 12 to fix the hole. He had to come back a second time December 16 to paint it. We told him that if the paint doesn't match we wanted the whole bedroom painted. The repairman agreed that the paint did not match and he would let his supervisor know the outcome. Upon request, he gave us his supervisor's number so we could call if we didn't hear back from him. January 13th (a month later) we called [redacted] (supervisor) to see when the wall was going to be painted, he said he would talk to his supervisor and call us back. January 22 we stopped in at Ashley's to see if [redacted] found out anything. Again nobody knew anything about it. So we gave someone at the front desk all the information and she said they would call us. On January 28, [redacted], the Store Manager, called and asked what we wanted them to do. We told him as agreed previously we wanted the whole bedroom painted because the paint didn't match from the repair of the hole. His reply was that he would talk to his supervisor and get back to us the next day. Today is February 4 and we have not heard back from Ashley's as of yet.Desired Settlement: We would like our bedroom painted by a qualified contractor because the damage was done by Ashley's and they should be responsible for finishing the repair completely and to our satisfaction.

Business

Response:

Good afternoon,I apologize for the delay in repsonding to this consumer complaint. I am currently working on resolving this issue with the customer, the store manager, and the warehouse manager in [redacted]. As it stands right now we are going to schedule an appointment with a licensed painter as well as the customer to get an estimate on re-painting the customers bedroom. Hopefully this will be resolved soon and I will be in contact. If any further information is needed please contact us. Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me and consider this complaint resolved.

Regards,

Review: I purchased two sets of bunk beds, a king size mattress and box spring and also, two memory foam pillows that were not delivered. The twin size bunk beds have a trundle bed on the bottom. Which KEEPS breaking. It took them 3 months to order parts and repair. The technician rigged it up so my son was no longer sleeping on the mattress on the floor, only to leave sharp edges and a bunch of nails poking through the fake wood.

The trundle bed broke again.

And now it has no headboard, no footboard, and it has plenty of sharp edges. He has ripped clothing and cut up his legs. And they wont replace it.

Now the full size beds are falling apart, and they wont address it, I've called corporate, and I haven't gotten anywhere with them either, now the store is harrassing me about payment and the attitude of the customer service rep is atrocious.Desired Settlement: I just want to settle the contract for a suitable amount and then be rid of them.

Business

Response:

I have spoken with Mr. [redacted] (the manager of [redacted]) which is who Ms. [redacted] is speaking of and she actually called in today to tell him that she could not currently make her payment, then all of the issues she is speaking of began to spiral because he told her she had to make a payment or else he would need to schedule a pick up of her merchandise, as she is three months behind on her payments. When he mentioned picking up the merchandise she made the comment to him that you also wrote below "if you come to pick up my furniture I will go ape [redacted] on you! At that time she hung up and stated she would see him in [redacted] (sorry for the language). He has the entire conversation saved in his records as well as myself and [redacted] who works for Ashley Corporate witnessed the conversation. Shortly after another woman called in wanting information on the account. Mr. [redacted] recognized the number and asked if she was related to [redacted], as the number on the caller I.D. was saved in Ms. [redacted]'s account as a contact number. She began to complain of the merchandise as well and [redacted] explained to her that he was only interested in the payment of her merchandise and that she out of warranty and did not purchase any. That is where everything pretty much ended. Our conclusion is she is out of warranty, we have no record of her calling Ashley within the last 6 months to report the problem and she currently owes money on her furniture, which seems to be where the majority of her issues lie. There was not any mention of damage prior to her being three months late on her payments and the mentioning of [redacted] picking up her merchandise. If I can be of further assistance please let me know but as it stands she has been out of warranty since Nov., 2014. If I can be of further assistance please let me know.

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 fact that I am three months behind on my payments goes to show that as a consumer, I would like to have the quality of furniture that I am paying for. I have a claim open with the corporate office in WI, I will deal with them from now on.

Yes, and I will go ape [redacted] on whoever messes with my kids, or my hard earned paycheck. I WILL NOT pay for broken furniture.

Regards,

Review: I purchased an adjustable tempurpedic cloud ultra luxe queen mattress set on 5/8/14 that was sold to me as a floor model. When the mattress was delivered, the cover on the mattress had grease and yellow stains that I did not see at the store. I contacted the store and they ordered a new tempurpedic mattress cover. When the new cover was delivered, the old cover was removed by the delivery company to put on the new cover. The mattress had a deep yellow spot at the foot of the bed in the middle that was slightly larger than a 50 cent piece. The delivery individual who was an employee of Ashley Furniture called his warehouse mgr, [redacted], to report the presence of the spot. The warehouse mgr indicated they would document in their computer system that the mattress had a stain and therefore the mattress would still be covered under the tempurpedic warranty. I spoke with the warehouse mgr, [redacted], and was told to get [redacted] stain removal from local store and it should remove the stain. I contacted tempurpedic to confirm it was ok to use that solution and was told I should not use the stain removal because it would make the foam mattress grow mold. I contacted [redacted] at the warehouse and he told me the Ashley Furniture sales person should have told me that the mattress I purchased had been involved in a ceiling leak and had gotten wet. I informed [redacted] I was not told this. He indicated that they had previously used the [redacted] machine to clean the mattress after it was damaged by the water. He spoke with his office manager, [redacted], and was told that I had bought the mattress "as is" and there is nothing they can do about it. I told [redacted] I did not buy the mattress "As is" but that I had bought it as a floor model. There is no documentation that I was provided that indicates it was sold "as is". The store has indicated there is nothing they can do.Desired Settlement: I would like a brand new tempurpedic queen mattress set like I thought I was buying.

Business

Response:

Ms. [redacted] did purchase a Tempurpedic Mattress & boxspring from our store on May 8, 2014 and per the sales invoice all sales are final. At Ashley Furniture all sales are ordered after a customer selects the merchadise they wish to purchase. The merchandise is ordered, and usually arrives at the store in 2 to 4 weeks. On this sales, Ms. [redacted] selected a mattress & boxspring from the floor. Her Sales Associates would have never sold it to her unless she had agreed to the "As Is" merchandise. It would have been ordered like the rest of the merchandise she had selected.

After the merchandise was delivered, Ms. [redacted] complaint to the Warehouse Manager about stains on the mattress. The stains were there which is why the Floor Sample was for sale and noted it was "AS IS" merchandise. After her complaint, he ordered her a cover for the mattress, at NO charge to her, even though the mattress & boxspring was an "AS IS" sale.

We feel we have take care of Ms. [redacted] at this point.

Attached is Ms. [redacted] sale, stamped in the middle of the page you will see the "ALL SALES FINAL" stamp and the 2nd attached shows the cover that we purchased for Ms. [redacted] and shipped directly to her home at no cost to her.

If you have an further questions, feel free to contact me via e-mail or at the store [redacted].

Sincerley,

[redacted] 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.

I did agree to accept the floor model tempurpedic mattress with powerbase (no boxsprings) but it was NOT sold to me as an "AS IS" sale. I thoroughly looked at the mattress cover when I was in the store and did not see ANY stains on the mattress cover. The stains were there when the mattress was delivered to me so I can only assume, they delivered a different mattress than what I saw in the store.

I did not receive the white copy of the sale sheet indicating All Sales were Final when I bought the furniture.. This form was only given to me when I went back to the store to cancel my order and spoke with [redacted] (from Corporate office). [redacted] realized at that time that the envelope they had provided to me at the sale did not include this white piece of paper. He found the paper in their front office in their sales folder. So obviously I was not aware that All Sales were Final or I would not have tried to cancel the order before I had received anything.

Ashley Furniture is not being honest in their response and therefore I cannot accept this.

Regards,

Amazing service all around. I was not hassled at all in to a purchase. I was able to take my time looking over the floor models and was given the same level of courtesy when I decided to think about it and came back 2 more times! The staff was friendly, treated my kindly, and did not get angry when our business transaction went an hour over closing. The delivery men were on time, very nice, and apologized many times for a piece that was left off the truck which was delivered later that day. They have made a customer for life.

Review: I purchased a bedroom suit from Ashley furniture in [redacted] the second week in March and paid cash. I was told that their procedure is to order the product and the furniture comes from [redacted], so I had to wait just a few weeks for my furniture to come in. I was totally fine with that. The day of delivery I received a call from the delivery men that there was damage done to the bed frame posts. Needless to say all the bedroom furniture was delivered with the exception of the bed frame and all was good. The delivery men mentioned that I would have to contact the warehouse about the bedframe, so I immediately got on the phone to question the next steps. I was told by someone at Ashley that as soon as they have an answer they would call me back. Two days later no phone call. I immediately started calling and asking for a manager on 3 different occasions, no manager was available. The receptionist however was very helpful, and finally told me after a week of inquiries that the posts have been reordered. This is my first experience with Ashley and diffiently my last. I was told the first part of April that it has been ordered it is now the 14th of April and still no word on the turnaround time for the remaining piece. I did talk to the general manager in the area about the compliant, and he assured me that they normally don't have bad service and was very apologetic.

Business

Response:

Good afternoon,Ashley Furniture would like to apologize again for the poor communication and service that Ms. [redacted] received, as we agree that her experience was less than satisfactory. Her sales associate/sales manager and the warehouse operation both had poor communication with Ms. [redacted]. We were able to verify after she called for the 3rd time that her posts had been damaged prior to the first delivery and were at that time re-ordered. They are set to come in tomorrow, April 15th. Ms. [redacted] will be called by tomorrow to schedule delivery for the remaining pieces to her order. This is not the way we intend on treating our customers and definitely not typical. Unfortunately we did not follow through with this customer as quickly as needed resulting in the disappointed and mis-trusting of our company by Ms. [redacted]. Again, we apologize and hope that Ms. [redacted] will give us another opportunity in the future to assist her.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.

4/15/15I received a call from the warehouse stating that my order was in, however, again, I am having to wait until Firday (no estimated time of delivery). I would think that Ashley being made aware of the bad customer service, would take more initiative to rectify a disgruntled customer by providing a faster delivery schedule to salvage any relationship remaining. This proves to be my point about their customer service.

Regards,

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 and consider this complaint resolved.

Regards,

Review: I purchased a furniture set from this company over two weeks ago. I came into the store browsing because I was moving into my very first house and wanted to make the place look like a home. The customer service was great the lady helped a lot and gave her input on a lot of things. Except one thing, I was told everything was gonna be ready the following Tuesday for pickup. Now it's over a week after the following Tuesday and still no furniture. Also, I am not leasing it from them. I paid for the whole set over $2000 in cash. So I expected the upmost respect that my furniture would be here WHEN they said it would be. I've been in this house for going on 3 weeks now and the company still hasn't gave me my furniture. This is purely disgusting behavior and I will honestly never buy or refer anyone to them. I've called numerous times, all different answers as to why my furniture is not here. I demanded a refund and the company wouldn't do it without charging me 20% of the total cost. I HAVENT EVEN GOTTEN ANY OF IT YET. they wouldn't even offer free delivery for the delay. I called to check on things, and they tell me the side tables are available, YET. they didn't have the decency to call and tell me, I had to contact them. This company is a scam and it's not fair that they're getting away with this. I feel as if they told me what I wanted to hear so they could take my money. Please do something about this. I'm young, and trying to get my place straight and I cannot without my things here. I can't even have a house warming party because of this.Desired Settlement: I want a refund or I want some kind of credit for the time they have wasted. I've taken off work 3 times so far to pick up my furniture after numerous changes in the delivery.

Business

Response:

Good evening,I have reviewed this customers account and the receipt/contract that was signed by the customer at the time of purchase. The customer did sign our terms and conditions which state all orders can take between 2 and 6 weeks for items to arrive. The notes on the contract are even printed that the sofa itself is out of stock until the week of 11.22. We shipped the items as available per the customers request so he could pick up as the items arrived. He picked up items on 11.12. All of our orders are paid for up front or set up on a financing account. We can not order furniture unless items are paid for or are set up to be paid by a financed account. To say we are a "scam" company could not be more false as all of our policies are clearly written on both our receipt that the customer signs as well as the customers copy, in which this particular customer did sign and receive both. I can send in copies for verification if needed. Please let me know if further information is needed.Thank you,[redacted]

Review: If you read the post on this page you will find the majority of the posts are negative and yes extremely negative. We purchased over $3500 in living room furniture which consisted of a loveseat, sofa, two chairs, and two ottmans. We also purchased the extended warranty. Within the first six months one of the chairs had to be replaced or re-upholstered. The warranty company was contacted and a few later they came and picked the chair up, a few weeks more it was returned. Now within the last 6 months, the same exact thing happened, ripping, and the material started to seperate again. Contacted the warranty company, still waiting to hear....We contacted the Ashley Store in Harrisonburg VA...after numerous emails, calls, pictures sent, everything they have now contacted us to let us know what they are going to do. Can you believe the outcome...NOTHING - ABSOLUTELY NOTHING. The worst case of poor customer service, and customer attention. We will never ever buy another piece of furniture from Ashley, the Revdex.com will be notified as well as everyone we know or ask about their product lines and service. Not only did the chair have issues, the second chair, similar results, the love seat ripped and the ottmans exactly the same. Does anyone want a bonfire one evening...I know a great location to have it...Ashley does not have the decency to do the right thing, FIX IT..We should have read their page before we ever purchased, our mistake. Ashley needs to read the comments here and do the right thing, but I know they won't. Perhaps the post will be deleted, if so that is fine, as I will have it posted to my page and others...Don't walk from Ashley - RUN.Desired Settlement: We would like Ashley to either refund to replace/exchange furniture

Business

Response:

Good afternoon,This consumers complaint due to the warranty expiration was turned over from us to Ashley Industries, whom we represent their furniture. After review of all pictures sent to them and after speaking with quality control they determined the defects were due to consumers use, not of any defects. We reported to the consumer what was reported to us from the factory themselves. The customer does have a protection plan they can use that is warranted for stains and accidental damages. We understand the consumers frustration but we can not replace everyone's furniture that is outside of a warranty period, especially by 7 months. The issues they are having were determined by professionals that work for the world's largest furniture company to not be warranted or eligible for new merchandise. They are experts that deal with these fabrics and materials daily. The customer is correct in their statement that there is nothing further we are able to do for them. If further information is needed please let us know. 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.

The issue that Ashley keeps avoiding is within the first year of purchasing the furniture, (6 months) into a call was logged with Ashley and the extended warranty company with the issue being thread worn and separating, fabric itself separating and the entire chair being thread bear and almost fuzzy to the touch. The chair was picked up and weeks later (3) the chair was returned. Now 7 months past the call, yes the furniture is our of warranty, but the original defect started occurring again to the “same chair”, also the love seat started ripping, and the ottomans started to fray at the corners. Having to deal with Ashely on this has been very pain staking, we logged the call in December, again now being 7 weeks later, nothing has occurred but the answer from Ashley that the furniture was out of warranty. Their statement of due to consumers use – just sitting in the chair for at most 2-3 hours a day – is excessive wear. I find that statement ridiculous to the point of if that is the case – every 6 months we need to reupholster the chair and ottomans, and the loveseat. I made the statement that Yes we could keep it the furniture, but every 6 months that extended warranty company would be called back time and time again to fix the original defect in the material. It intrigues me that the “largest furniture company” cannot honor what they sell, If you go to [redacted] to the Ashely Home Store and see the total number of complaints on service, material wear, and the shear disregard for the various comments by hard working individuals that all are experiencing similar issues is appalling. At this point it will be up to the Technician who will call and repair the furniture, time and time again and the brand name of Ashley will once again be posted to [redacted] on their lack of customer service. They act as if they are not to b[redacted]e, but in reality that are, as they should stand by what the sell. Regards,

Review: I ordered and paid in full for a couch and loveseat on Sept 1 2014. I was told delivery which I paid extra for would be within 4-6 weeks. I got the first notice of approximate delivery via phone to be Oct 9 2014. Around the first week of Oct I sold my other furniture in anticipation of arrival of new furniture. I got a call from [redacted] the sales person after that date stating it would be a little longer than expected but they would refund my delivery fee for my inconvenience which I was ok with. I was told a delivery date of late Oct at that point. I got another call saying it was delayed again and they were taking another $100 off the cost for the delay. The next delivery date was Nov 9 2014. Before that date arrived I was called and told another delay and there was nothing that they could do. So the delivery date was for sure going to be Nov 20,2014. Tuesday the 18th I called the store to ask about time of delivery and was told just to take my money back because it had been delayed again. Being very frustrated I said fine and was told my money would be refunded to my account. I received a phone call on 19th saying they had good news and bad...one piece of MY furniture was in and I informed them I was issued a refund previous day and it was no longer my furniture. I received the paperwork on the 21st via mail where credit was not refunded until the 20th. As of today the 24th the money is still not in my account.Desired Settlement: I feel like since they had my money in full for this furniture that for 1. I want it back, and for 2. They should be willing to at least pay $500 for my inconvenience.

Business

Response:

Good morning,

I would like to begin by stating that the consumer is correct in her statements as written. The merchandise that she purchased was during a Labor Day promotion and at that time we were showing that the merchandise was on backorder and on average when we can not see an exact date the average is about 4-6 weeks. The merchandise was continuously pushed out at our factory and we were giving Ms. [redacted] the dates that the factory was giving to us. She was a very understanding consumer and really wanted the merchandise which is what truly made the situation worse. She was willing to wait and the dates just kept changing. We were telling her exactly what the factory was telling us. In terms of her refund it was issued on November 20th. A credit card refund can take anywhere from one day all the way up to seven days, depending on the bank of the consumer. Ms. [redacted] did state that she received the paperwork of the refund , unfortunately she will need to speak with her bank about when she should see it back. We have apologized to Ms. [redacted] conituously for the situation, we even offered her a $200 refund for waiting as well as loaner set of furniture to use until the merchandise came in. She did refuse both. If any further information is needed please contact us. Happy Thanksgiving!

Thank you,

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.

I do not accept the resolution because I do not believe there was a resolution. Ashley Furniture required me to pay in full for this furniture that I ordered on Sept 1, 2014. They had my money while I had no furniture. The $200 refund was offered If the furniture was delivered , which it was not. As far as a loaner couch, if I had wanted used furniture I would have bought from [redacted]. If Ashley Furniture does this to people all over the country, it would be fair to say they are making money from interest on the money people give them in good faith for furniture that is never delivered. After being given five different delivery dates and holding my money until Nov 24th I do no think it unreasonable to expect more than a flippant comment of just get your money back.

Regards,

Review: I purchased a living room set on August 1, 2015. I paid in full; no financing. I was told the furniture would take approximately 2 weeks to arrive

I went to the store on August 22, 2015 and was told the furniture would be delivered on August 25, 2015. I called the store on that date to see what time they were coming. I was told my furniture was not in and it would be another 2 weeks. The lady I spoke with on the phone was rude and disrepectful saying I'd I wanted something now, then I should had picked somewhere else to go. She stated she was the person who schedules delivery appointments and she never told us the furniture would be delivered on the 29th. I never received a call on September 9, 2015 saying my furniture was in. I called late in the day to check and was told it was in but would not be delivered until September 15, 2015. That's 46 days after the purchase. I spoke to the same lady and again, the customer service was not there. Meanwhile, my family has been without anything to sit on since August 28th because we were told it would be delivered on August 29th.Desired Settlement: I would like to have a percentage credited back to my credit card. I plan on never buying from this company again. I have contacted Ashley Furniture via social media and the company direct through email. I have received no response.

Business

Response:

Good afternoon,Our Director of Operations has spoken with the customer and has resolved the delivery issue. The employee that is mentioned in the email is no longer employeed with us, for issues similiar to what was mentioned. Although we do not like any negative experiences with our customers, we do appreciate the feedback to better our business and our employees. If any further information is needed please let us know. Thank you,[redacted]

Consumer

Response:

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

Regards,

we recently purchases an adjustable bed and mattress. the sales manager and regional manager helped ys . theyboth were courteous and very helpful. after the set arrived at our home, the very very 1st night we had a problem. we contacted [redacted] sales lady. the service dept called us immediately and came out the following [redacted] was extremely good and very courteous and took care of the problem.

Review: Purchased a blended leather sofa and warranty and was told it was more durable than leather in feb of 2013. Noticed a crack in the material on the seat and notified ashley furniture in jan 2014. The warrenty company wouldnt cover it cause it had to be an accidental tear and not wear and ashley furniture sent out a tech to look at the sofa and said the would fix it. Ashley furniture ordered the wrong part and reordered the new part. I have had several phone conversations with the regional manager and told them the sofa is cracking everywhere and not just in the original location. It is now may 12 , 2014 and no one has came to fix the original problem. This claim has been filed for 4 months and no one wants to handle the problem. I would like to have my sofa replaced or a compleat refund of the purchase priceDesired Settlement: Ashley furiture should honor the manufactures warrenty and stand behind the produts they sell. Since this hasnt been done I want a refund of the purchase price

Business

Response:

The comlaint being filed is in our system as Ms. [redacted]. We have been to Ms. [redacted]'s home on Feb. 21st for concerns with her cushion cores. We ordered new cushions the same day and they shipped on Feb. 28th. We went back to her home on April 10th for concerns of leather peeling. On April 10th the leather parts were ordered and shipped on April 11th. We have UPS verifications that both orders were received. Ms. [redacted] has a technician appointment scheduled for tomorrow, May 15th from 3:00-6:00 p.m. Ms. [redacted] sat this appointment herself over two weeks ago. I do not know if there is a communication error between the person filing the complaint and Ms. [redacted], but we have been in communication with her and have all notated and have taken care of her every need. If anything after tomorrow is needed then we would assess at that time. If further assitance is needed please contact us. Thank you!

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: On 5/18/15 I purchased $1,440.00 worth of furniture from Ashley's Furniture on [redacted]. A few weeks later they called me to pick up the furniture. Arriving at the location and also to my house I didn't notice any damage to any of the 4 boxes I transported. Upon opening the boxes and putting together to furniture I noticed some pretty heavily damage to all of the pieces. One piece was completely assembled before I noticed the damage to the back on the table. None of this was caused by my transportation and the furniture was returned that day. I was told that day 6/5/15 that my furniture would be reordered in full (except the dresser). I asked for a slip to show that I returned the furniture and asked for a phone call letting me know the status on things. No phone calls were received by me so I visited the store and asked to speak with a manager. The Manager on duty happened to be the GM-[redacted]. He told me the coffee tables (3 of them) we discontinued. So they would have to be repaired and that was the only way I had to get those. Never offered to see if another store had undamaged ones. I told him that was fine but if they weren't in working order I wanted my money back. He said that was fine. On this same day I notified them on the dresser being broken. Weeks have gone by and I get a call saying they are delivering my furniture. So I leave work earlier than I would normally leave and wait for a few hours. The driver calls me and says they are on there way but the dresser was broken in half. I said to bring the other items in my list. An hour later I get a call from the store saying my furniture was accidently sent back to the [redacted] store. (No one ever said my furniture wasn't fixed). So I call back a few days later and ask where is my furniture that was supposed to be delivered no one knows the answer. So then I asked for my money back in full. The manager on duty [redacted] denied my request saying that I wouldn't ever get my money back (in a really unprofessional tone). He also never offered to let me make another selection. After days of thinking about it I started to get upset I was almost $1500 in the hole with only a broken dresser to look at. I called them on a daily basis to have the GM call me and they never would return my phone calls. So I started going in the store and asking face to face questions. Randomly one afternoon I get a smart phone call from a Manager named [redacted] saying he and the GM came to the conclusion to give me my money back. That was almost 4 weeks ago this week 7/6/15. I have not seen a check on anything from Ashley's Furniture. So I'm asking you all to look into this issue and get all of my $1,440.00 back from Ashley's Furniture. Also I would like to note I asked to speak with the Store Owner-Sam Zeidan on several occasions and have still not talked to him. This store is not Corp affiliated so he's the highest ranking person to able to speak with. I also want to note everyone's unprofessionalism in Management. The only person I can honestly say was any help was the red haired lady that I talked with on a few occasions.Desired Settlement: I would like a full refund of the entire price listed above ($1,440.00) and some sort of store credit for waiting almost 2 months for my merchandise and having to deal with some much unprofessional managers. I would also like an apology from the stores Management or phone call from the Store manager Sam Zeidan.

Business

Response:

Good afternoon, I have spoken with the store and the credit for this customer in the amount has been issued for $1440.00, however the check will not be mailed to the customer until we receive the furniture which is in his home. Our scheduler reached out to him today to attempt to schedule a pick up date. Once we hear back from him and pick up our merchandise we will mail his refund check. I will contact you again once this is complete. 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.Why was this not told to me almost 2 weeks ago. I'm going to give them the furniture back but what opinions do I have if I don't ever get the money back? They have had my money for nearly 2 months now and have told me time and time again that I wouldn't get a refund. Now when they've figured out I've gone above their heads they want to offer me a refund. They've had 3/4 of my furniture since the 18th of May 2015. Where is that portion of my money at? In my opinion when they come to pick up my furniture they can hand me the check then. I don't feel comfortable with everything I've experienced up until this point of them having all of my money and all of the furniture. I want to make it be known that I'm not holding the furniture hostage but I want it to be known if I don't receive the money in a reasonable amount of time. I will be forced to take legal actionsRegards,[redacted]

Business

Response:

Good afternoon,

Our delivery drivers are not permitted to handle cash or checks of any sort. I can have the check cut and mailed to the Home Store in [redacted] and he can pick up the same day that we pick up his furniture. If we have our merchandise there is no reason for us to withhold our money. We would not be a growing business if we did not refund our customers the money that is due to them. Once we receive our merchandise we will refund the money that is due, as this is a standard policy with any company.

Sincerely,

Consumer

Response:

Let me know when the check is at the store and I will try my best to be at home for the pick up. Also what is the status on the phone call/e-mail from Sam Ziedan? 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]