Ashley Furniture Homestore

Review: I bought furniture on October 18th 2014 with the understanding that it would take up to 10 weeks for my furniture to be delivered. The delivery was estimated to be the end of December. I received 4 phone calls from Ashley's furniture confirming the status of deliver has not changed and is still on schedule for the end of December. It is now the end of December and I have not received my furniture or a phone call. I called to get the status and I was told that half of my furniture is not is stock and a deliver date cannot be given. I asked to get my money back and they said that there is no return or refund at their store and it says it on the contract. I told them that I need to have the furniture in my house before that takes effect. They said no, once you sign the contract you cannot get a refund even if they don't deliver the furniture on time. I cannot believe that this kind of business tactic is allowed to be used. Not only do I not have my furniture but half of my furniture is now, magically, not in stock.Desired Settlement: I want a full refund. I paid $500 in cash and got $3000 in credit. I have made 1 payment for $105.00. I have reached out to the credit company, Synchrony Bank, and they have put a hold on further payments and have also filed a complaint. Ashley's Furniture contract is misleading and they're business tactics are a con. Thank you for your help.Their full address is;[redacted] East Grand AvenueArroyo Grande, CA###-###-####

Review: I have not recieved my furniture in the time disclosed on the front of the receipt which was four to eight weeks. It is now ten weeks with no firm delivery date.I have been given multipule reasons for the delay depending on who I talked to. They ranged from a holiday weekend to a new set of lamps needed to be ordered. The lamp issue is of particular interest, because when ordered orginally, there was a chance they would not be in stock. I advised the salesperson, if this is the case, lets order another separate of this order. I explicetly directed, do not let this be a cause to hold up an entire order. Lets order separate. Customer service was severly lacking. Even the manager Jon was lacking for a reson for the delay, only offering another fauly delivery date of Saturday 14 June. It did not happen. He sat down and talked facing to the computer monitor while I stood in front of him relaying my displeasure of the business transaction. Most disrespectful. With this order being late with no real delivery date in sight, combined with terrible costomer service, what I want is a complete and total refund. I still have no furniture, and I pais 2,000 cash and 2,000 on my credit card. The reason I am filing this complaint is when I voiced my intent of a refund. The [redacted] homestore reprenative behind the counter called cusomer service represenative ([redacted]) at another location. She Advised the store rep that a refund will not be given. How can anyone refuse a refund when no goods have been delivered to me? The reson was, low and behold, they are going to deliver it Saturday 21 June 2014. I Stated that I have zero confidence they can do this, as my order is already late, combined with the store manager stating it would be delivered 14 June. It did not happen. I want a complete and total refund. I have not received any goods I ordered from this store. Only bad customer service.Desired Settlement: I desire a complete and total refund. No restocking fee or any fee of any kind. As stated earlier, I paid 2,000 in cash and 2,000 on my personal credit card.

Business

Response:

Mr. [redacted] purchased with our store on 4/05/2014 with an estimated arrival of up to 8 weeks for his merchandise. Our contract states that this is an estimated time frame based on availability of the product purchased. Our contract also states that all sales are final and is signed and initialed in multiple spots at the point of sale, while gone over diligently with staff at the point of sale. Mr. [redacted] has received status updates required by our company on 4/26/2014, 5/10/2014, 5/24/2014, and 6/17/2014. On 4/26/2014 Mr. [redacted] was told that the lamps that he purchased were out of stock and that he could reselect to another item if he chose. This is not what held up his order. Mr. [redacted] contacted the customer service department on Saturday 6/14/2014 requesting a full refund. His items had already been expedited ad confirmed on a truck for 6/21/2014 to be received into our distribution center. As per our contract, Mr. [redacted] was refused a full refund. I spoke with this customer this morning and he was satisfied with expedited delivery upon receipt of his merchandise. The concern here, according to him, was that he would not be receiving his product before having to leave for work toward the end of the month. If I can be of further assistance please let me know. Thank you!

Review: Defective product/manufacturing issue. Covering of leather blend sofa and love seat purchased in 2010 has been coming loose from backing material. This defect presents a choking safety hazard for children and pets and is addressed under the consumer protection act.Desired Settlement: Replacement or refund due to defective material/workmanship.

Business

Response:

Unfortunately, the Ashley brand has a 1 year warranty. Mr. [redacted] would have been offered a Protection Plan called Montage. Montage would have covered the repairs if anything happened to the furniture for 5 years after the purchase date. According to our records, Mr. [redacted] did not purchase the protection plan. We will not be able to replace or repair the furniture due to the time frame he has had it. The furniture was purchased in 2010, with the time frame being 4 +years, we would deem this an normal wear and tear.If you have any additional questions, feel free to contact me via e-mail.Thanks,[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.

There was no extended warranty coverage offered at the time of purchase.

Regards,

Review: Went shopping for furniture at Ashley . Pick Up a circular, inquired about the item looked at item with store clerk ,went to counter to purchase said itrem and dwas told then that the circular price was incorrect. I asked if I could purchase item at advertised price and was told NO.Asked to speak to Mgr. Mgr. told me NO. Asked to speak to owner, owner was not in. I was told to call store owner on Monday. Called owner on monday and was told I dont care. that the circular was a typo and he was not honoring the printed price. VERY RUDE.Desired Settlement: for the store too honor the wriiten price in the circular to me. Afterall there was no fine print about the store not being responsible for typcgraphical errors and I was the consumer who brought it to the stores attention.

Business

Response:

I am responding on ID # [redacted] an issue with a typo on an advertising circular for Ashley Furniture.The ad Ms. [redacted] is speaking of was the “Memorial Day Sales Event” up to 40% off storewide. From my understanding, I was not there, Ms. [redacted] was in the store with a friend or family member that was making a purchase, the flyer was lying on the counter when she stated she wanted that dining room set. The ad showed a 5 piece dining room includes table and 4 chairs, bench sold separately, for $299.00 was $2,049.00. It was a typo from the printer and no one had caught it before the sale started. We regret we are unable to honor the advertised price but the merchandise would cost the company more than 3 times the adverted sale price of $299.00. The correct sales price should have been $1,299.00.We are willing to offer the dining room set to Mr. [redacted] at our cost and will offer her a reduce delivery fee of $129.00 to [redacted] or she will be responsible for picking it up when it arrives at our warehouse in [redacted]. If this offer is suitable for Ms. [redacted], she can contact our store manager, [redacted] to make the sale.Again, we are sorry for any inconveniences this may have caused Ms. [redacted] and we hope that she will accept our offer as a fair settlement. Sincerely,[redacted]Customer Service Rep.

Review: On Dec. 31, I went to Ashley to look for a couch / loveseat. [redacted] took me to a set which I liked but questioned whether it would fit into our mobile home. [redacted] told me that I had 30 days to decide so I initialed and signed where indicated. When I got home and my husband and I measured, we realized the furniture would not fit.I returned to the store on Jan. 3 and [redacted] told me that perhaps the factory could make it smaller. I didn't like that idea. We looked at other furniture in the showroom but I didn't see anything I liked. Only when [redacted] brought the papers to cancel the order was I told that the sale was final. [redacted] disappeared. I asked for the Sales Manager, Jonathan Childers, who confirmed the sale was final but I could look for something else. There was one couch I liked and asked Jon if it came in a different color. No, it didn't and he informed me that Ashley makes a certain frame with a certain fabric and NO changes are possible. I was so upset by all this that I forgot to mention to him that [redacted] had said he would ask the factory to make that leather set smaller, another lie. I left the store after Jon told me he would put a stop to this order and that he'd call the following Tuesday so I could choose another set. I didn't hear back and thought it prudent to file a dispute with AmEx.On Jan. 21 I had a voice mail from the store saying my order is being processed and delivery would be at the end of March. I called and explained to Sherry that Jon had put a hold on the order. He wasn't in and she said she'd have him call back next day. He didn't. After numerous calls to the store, this time I dealt with Jasmine, Jon was either not there, with a customer a couple of time but he did not return my calls. Now I don't know where I stand. I can't take delivery because the items are too big. I'm waiting for AmEx to settle the dispute but hope that you can help me with this.Desired Settlement: Initially, I was going to look for another set of furniture, but at this point, I don't want to deal with Ashley Furniture anymore. I would like Jonathan Childers to credit the amount of $3,193.38 to my American Express card.

Business

Response:

This purchase was made on 12/31/15 and Mrs. [redacted] did contact the store regarding the issue of whether the product would fit in her home. At the point of sale the agreement signed does state that "all sales are final" and the customer is made aware of a "no fit policy" that requires initials from the customer showing that they have agreed to these terms. In regards to the offer to reduce size of an Ashley product, the product does not have customizable options in regards to frame adjustment. Mrs. [redacted] has been authorized to reselect to a product of her choosing with no deduction however, a dispute with American Express has been filed putting a hold on the process. Disputes usually take thirty to sixty days to come to a resolution depending on the credit agency. Once a determination is made the customer and I will be contacted by the agency. No refund or reselection can proceed until the determination is made and conveyed to both parties. Please contact me if you have any further questions.

Business

Response:

Due to the fact that a dispute has been initiated by the customer, our hands are tied until a determination is made. I have attached the original invoice with the customer's signatures along with initials in each box representing her understanding of our policy. We have offered a reselection to another product but as mentioned, the dispute must be finalized before we can proceed. Thank you for your understanding.

Consumer

Response:

Review: 10417935

I am rejecting this response because: My initials and signature do NOT represent that I understood that I was signing a "sale is final" document. The salesman NEVER pointed that out to me and instead informed me that I had 30 days to decide. In other words, he lied to me. I did file a dispute with my credit card company and the outcome is still pending. Because of this mistreatment and misrepresentation by Ashley, I don't wish to do any further business with them. We don't want to accept delivery but we expect the store to refund our money!

Regards,

Review: After many months of the run around and promised for discounts to stick around, we finally got our bedroom set. We had to build a base for it as it did not work correctly. During the many months of fighting with Ashley in Arroyo Grande California (same owners as the [redacted] in Santa Maria California), we were in contact with Rachel and Isaac mostly. We asked for our money back and to cancel the order after three long months of misinformation which we have fully documented. They lied and begged to keep us on board. After being offered discounts for sticking around, the items finally came. Of course, I had to fix all the handles and build a new bed base as it was not correct. After weeks of emails and phone call messages since the order arrived, they have refused to give us the refund on the upsold "warranty" we did not ask for and the 10% discount on the order itself. We fought with them for many months on this order. In the many months of trying to get information about the order, we were pushed off again and again. It took writing a letter to corporate to get a CALL BACK at all. This was the worst sales experience ever. It started with someone following me into Ashley bathroom and demanding some information and begging for my business while I was peeing! NOt a great start to the months headache that followed.

We want the promised refund for the "extended warranty" and the 10% discount on the bedroom set. It's the ONLY reason we stuck around for several extra months.sDesired Settlement: We want the promised refund for the "extended warranty" (which we did not want and was added to the order to begin with as an upsale item) and the discount on the bedroom set. It's the ONLY reason we stuck around for several extra months.

Business

Response:

[redacted] placed his order with our company on 6/15/2013 with an estimated lead time of 8 weeks. As stated in our contract, this time is an estimate based on availability of the items. At the point of sale this time frame was anticipated to be met. [redacted] received required status updates on the following dates:

6/21/2013 Customer is ok with estimated date of mid-August.

7/28/2013 Customer update left message.

7/18/2013 Customer called the store, was ok with time frame which still stated mid-August.

7/20/2013 Customer update left message.

8/3/2013 Customer update left message.

At this point the footboard and rails required for assembly were unavailable by the manufacturer until the end of August (noted 9/20/2013 estimate).

8/17/2013 Customer update left message.

8/29/2013 Customer contact attempt, left message.

8/30/2013 Customer contact attempt, left message.

9/04/2013 Night stands brought in in truck, attempt at contact left message.

Further conversations are not confirmed due to staff dismissal. A refund of the $199.99 warranty will be issued along with 10% of his purchase, $230.01. If you have any further questions feel free to contact me.

Thanks!

A

Review: My wife and I went to the Ashley Home Store at 10425 N Newport Hwy Spokane, WA on January 23, 2016 (Saturday) to purchase 3 rooms of furniture. Upon arrival we met with [redacted], sales rep. We told [redacted] we were specifically interested in a power sofa and she pointed us to the side of the showroom that was exclusive to the power sofas. After spending a couples hours in the power section of the salesroom with [redacted] we found a couch and recliner glider/rocker love seat that we wanted to purchase. They were having a large sale on the power sofa, recliner glider/rocker love seat, and furnishings for our other living room and dining room. We were told the sale was over Sunday the 24th of January so we returned to purchase the items that day (the signs for the sale are still in place as of 02/13/2016). When we came back on the 24th we met [redacted] at the desk. We walked over to the area with the sofa/loveseat/chairs/tables/lamps we wanted for our living room and saw a sign for $1594.23 [redacted] stated the sign was incorrect and the 5 should have been an 8. After much discussion it was agreed we would be paying $1594.23 and not the $1894.23 that [redacted] was insistent we should be paying since she stated the sign was created in error. After that we returned to the power sofa section. At that time we decided on the Darshmore power sofa and loveseat glider/rocker. [redacted] continued to draw up paperwork for the items we selected and we paid the total. They discussed with us the furniture would be delivered in 2 separate orders since one of the couches and chairs was on back order. We agreed with the shipping terms and were notified we would be contacted to set up specific dates/times for delivery. The first shipment arrived on February 5th at which time we discovered [redacted] had written down the incorrect item number and they delivered a manual sofa, not the power sofa. Prior to the delivery we were not even aware this sofa came in manual since we were only shown the power sofa as the manuals were in another section that we never visited in the store for that specific item. We refused the sofa upon talking to [redacted] at Customer Service because she agreed with us that we purchased the power sofa and should be sent the proper item. During the delivery our loveseat glider/rocker was severely damaged and we were told a repair person would have to come and assess and fix at a later date. [redacted] than called us on the 6th of February to tell us she had made an error and we didn't actually pay for the power sofa that we could then purchase it for $1000 and asked how we wanted to pay for that. After in depth discussion that we would not be paying an extra $1000 for the sofa since it was [redacted]'s error that she originally wrote the incorrect item number which we had never agreed on. We later called and spoke with [redacted] at the Spokane Corporate office who stated we in fact were charged for the manual and she would drop the price of the power sofa so we would have to pay on $246.25 additional. We will not be paying any additional money for this furniture as it was what were understood we were purchasing in the first place. It was not until after the first delivery that we were told there are no refunds otherwise we would be returning all the items and purchasing with a more reliable and honest company. On the 12th of February the repair person came to look at the loveseat glider/rocker and at that time informed us they were going to replace the cushions, the center console, and the foot rest. We did not purchase a damaged item so instead of replacing the parts on this loveseat they should be replacing the entire piece, especially since it is more than 50% of the piece that needs to be replaced. We tried to resolve this on our own on multiple occasions. We called the actual store 3 times, left 2 messages to return our call which she has yet to do, multiple calls to customer service, and final call to corporate in Spokane all with no resolution other than for us to pay more money. We were deceived about the length of the sale, the items we were receiving, and the price of the items. This is without a doubt the worst customer service I have ever experienced in all the times I have purchased. If we would have read the online reviews for Ashley Furniture prior to our purchase we would have chose to shop with a different company since it is obvious they have pulled this same thing with many other people. The rest of the furniture is due at the end of February, including the manual sofa, which we do not want to accept since we are wanting what we originally intended to purchase. It was no fault of our own that the power sofa was not written up and delivered.Desired Settlement: Manual Sofa #[redacted] will be returned and our original purchase of the Power Sofa #[redacted] will be delivered without an additional fee to us per the sale sign. Also, the loveseat glider/rocker should be fully replaced and not just repaired. An apology should be issued by all parties involved, especially at the store level including [redacted] and her superiors. Discontinue deceiving and dishonest business practices to other customers in the future in hopes of our purchase being the last to have these issues.

Business

Response:

We have contacted the consumer and have worked out a resolution. We have ordered the product in power as he requested at no extra cost.

Review: They delivered a piece of furniture that was broke. I called them for repair. The repairman attempted to come out but got lost. He then stated he would be out later in the day. He never called us back. When we called him he said he was overbooked and not coming out. I attempted to reschedule. They said he was on his way. Two hours later the repairman never showed up when I called them they said he called in sick. I asked them you said he left at 0920. Now all of a sudden he never showed for work. I spoke to many people. The female manager was rude to me at Ashleys I asked about a refund she told me no refunds allowed I asked manager [redacted] about getting my dresser fixed he said he would talk with the Techs manager. [redacted] called back and said the manager would call me on Saturday the 23rd. Never received call. I would like a new dresser and a return of some money for this this inconvenience.Desired Settlement: Would like a new dresser and some money back for all the troulbles

Business

Response:

I spoke with the consumer in regards to his issue. He was delivered his item on the 14th. The following day the customer called in regards to the damage and a tech was schedule. He was rescheduled three different times, when the technician was finally able to go out there the damage was quite extensive. The back panel was damaged. We have reordered the piece. He was extremely happy with the reorder and I will be contacting him with an ETA.

Consumer

Response:

I did not call the next day as they stated. After the dresser was delivered and after the scratches were noted by the delivery driver. They departed my home. I then pulled out the dresser from the wall this is where I found the other damage. I immediately went to my door to stop the delivery driver. It was too late they were turning from [redacted] road to [redacted] rd. I then contacted Ashley furniture the same day maybe 10 minutes after they left. I spoke to manager I beleave his name was [redacted]. Again I did call the same day along with the next day. I have contacted them six times to Ashley and about 7 times to Lubbock Texas there customer service department.

Business

Response:

As I explained in my previous response, we have reorder the piece for the consumer. It is being replaced as he requested.

This has been the worst experience I have ever had in buying new furniture. I would recommend buying anywhere else but here. You would have a better experience trying to build your own furniture from scratch.

Review: purchased occasional tables on 10/25/2014,sale #[redacted].after a couple of months finish was coming off.Ashly sent out a representative,after inspection he ordered a new table top,which has been back ordered ever since.called Ashly again and I was informed they would not resolve this matter.told them I would call Revdex.com and they said there nothing they could do.Desired Settlement: ether replace or we pick out new set

Business

Response:

The consumer may use the 211.00 toward something else or we can reorder the table if it's still in the line. We are happy to do either. This is a very simple solution. Not sure how it came to this point. I will have our customer relations manager contact the consumer.

We recently purchased a bed set and they ordered the wrong size headboard to go with the footboard. We were told that we would have a delivery time set the day before delivery setting up a time. We wanted to avoid "sometime that day" necessitating that a vacation day be used vs. an hour or two. We never did get a call and decided to take the day off as we didn't want to have to reschedule delivery. We were the last delivery of the day both times they delivered the Bed. The second time they delivered the bed the hardware was not included and we had to take a third day off work while the fix it guy came and saw what was needed (he brought the wrong stuff) and came back 5 hours later with the correct hardware.
We then ordered the matching night stands and decided to pick them up at the warehouse on the other side of the county to save on the delivery charge. We picked them up and when we got home discovered both were damaged, one cosmetically the second structurally.
When I called the showroom I was told I could have someone call me and set up a time to come out next week and look at it. I said I didn't want to have to take off any more time off work and could I just return the night stands to the showroom which is half an hour closer to my house. I was told that was not possible and that I would have to coordinate with the service person.
Don't shop with these guys, even the sales person that helped us told us it was little more than a sweat shop selling cheap furniture.

Review: I ordered a sofa and loveseat on 8/9/2014 from Ashley Furniture. I was told it would take approx. 10 weeks and I was okay with that. I received two phone calls saying the furniture was on schedule to be delivered mid October; then it was the end of October. When I still hadn't received another phone call I called Ashley on 11/6 and found out the furniture isn't even ready to be delivered. I requested a refund since it was already 14 weeks; definitely past the 10 weeks I was told. They said their company policy does not give refunds. The sales manager spoke to me and said he would discuss the refund with his manager and would get back to me. I called and left a couple of messages for him to call me back since he didn't get back to me. I just spoke to him tonight and found out that a refund would not be provided; he was told because if they give me a refund they'll have to give others a refund. The contract does state all sales are final but also states if items on special order are discontinued and no longer available, the customer may either re-select current merchandize or receive a full refund. I was told the set I wanted was not discontinued but that the set would be available after Christmas. If I would have known something I ordered on 8/9/14 would not be available until sometime in 2015 I would not have ordered it and would have gone to another store.Desired Settlement: This is just unacceptable to order something on 8/9, be told things were on schedule, and then to be told the order wouldn't be available until after Christmas. I would like assistance in getting a refund from Ashley Furniture. I do not want a to re-select as there wasn't any else I saw that I wanted and really don't want to ever do business with them again.

Business

Response:

I have left three messages for Mrs. [redacted] to call me back today regarding her sale order for $1200.00 and have not yet received a call back. Due to the fact that her items have recently been taken out of stock and are unavailable, a full refund has been authorized. Please feel free to contact me for any other information that you may need. Thank you!

Consumer

Response:

I actually left two messages for Ashley to call me back and tonight just spoke with them and confirmed that a refund would be issued and should be received by the end of this week. Thank you for your assistance in getting this issue resolved. I have reviewed the response made by the business in reference to complaint ID 10307170, and find that this resolution is satisfactory to me.

Regards,

Review: I went to the Ashley furniture to get a sectional and a rug 04/05/2014 that day was the order place and they said to allow approx 8 WEEKS or sooner for the sectional to get to the warehouse I call the 06/04/2014 to ask about my sectional and they said its not in yet I told them if can I get my money back and they told me the they can't do that I ask them why and just told me they don't do that and I ask so when my sectional its going to be here ...?? And they said as soon its in well call you ... I bought the sectional because I need it and its not here yet I just wanty money backDesired Settlement: Just want the money back

Review: On 11/28/15 my family and I went to Ashley Furniture to buy furniture, and we did. They told us it will be delivered between 2-6 weeks. On 01/12/16 we went to the store and asked we did NOT get the furniture. They told us it will take 2 more weeks to get delivered. I told them I don"t want to Waite SO I want to cancel the order. They told me they will charge me 25 % restocking FEE. I asked them, How can you charge me 25% restocking when I DID NOT receive the the furniture? they told me it is store policy. They also told me if I do cancel the order it will be IN STORE CREDIT.

SERIOUSLY????????????????????? NEED HELPP!!!!!!!!!!!!!!!!!!!!!!!Desired Settlement: I would like to have my FULL REFUND!!!!!!!!!! NO 25% restocking

Business

Response:

Unfortunately, we do not do refunds. Orders take a tentative 2-6 weeks to come in. We are very clear on both our no refund policy and the tentative time frame in which it takes for the furniture to come in at the time of purchase. We are happy to assist the consumer in reselecting something else that may come in quicker.

Review: I paid Ashley Furniture a little over $2000 for a sectional and a bunk bed for my 2 youngest children the first week of April. I HAD an estimated delivery date of 6-8 wks. I was hesitant but of course the great customer service and deal I got was enough for me to give them the benefit of the doubt. it is now over 3 1/2 months with no furniture from them. I just received my first voicemail in over a month that my new estimated delivery date was pushed back until the last week of July because certain parts to make my furniture are out of stock. I could not go any longer without couches so I purchase a set from another local furniture store that delivered them 2 days later. this is really unfair and I am requesting a full refund of $2056 back to my credit card. I wish I would have got recommendations from family and friends before being put through this horrible experience.Desired Settlement: A full refund of $2056 to my credit card that was billed by Ashley's Furniture

Business

Response:

As Stated by the Business.

The Customer’s ordered on 4/4/2014 and did sign at the point of sale for a quoted 4 to 8 weeks estimated lead time. However the contract does state that this lead time is based on item availability. Calls were made to the customer on 4/25, 5/9, 5/24, 6/5, 6/11, 7/4, 7/22, 7/24 to give status updates. On 7/4 the customer was made aware of the unavailability of the sectional and was also told that we would expedite the order as soon as stock became available. The notes state that the customer was aware and ok with this. No other concerns by the customer were relayed to us at this point. This customer was delivered on 7/25, all merchandise was signed for received by this customer. Please let me know if you have any other concerns or questions.

Review: I bought a set of dining room table and 6 chairs....I have only owned it since 6/2013....it is now 4/2014. I have had nothing but problems with the table AND chairs with screws CONSTANTLY falling out...I had the set for only 2 or 3 weeks when I noticed the table legs were wobbley and I called Ashley furniture in AG to address the situation...they sent someone out to fix it...then and 1 chair leg snapped in half like a toothpick....yes, they fixed it too.....now a chair seat is no longer attached to the chair itself because of the screws falling out. they are sending me out a new chair seat....how many problems should a consumer have on 1 set of furniture in 1 year? LIKE NONE!!!!..this is terrible..... I have contacted the store directly and have talked to a manager but they will NOT allow me to talk to the owner. I feel this set is not fit for consumer use....less than a year of owning it and 3 distinct problems with the set. I have grandchildren who I want to sit at the dining table with me for dinner from time to time. I don't feel safe with them using the chairs. I am filing a complaint through Ashley Manufacture Industries in Wisconsin.I need help in a resolution....this should not happen to ANY furniture a consumer buys BRAND NEW...not a second.Desired Settlement: Refund my money for everything I paid....the cost of the table and chairs, the cost of the WARRANTY and sales tax and the delivery charge.of $700.77

Review: We purchased 2 sectionals from this company. They promised delivery and it took us going to the store, talking to 2 managers who admitted their mistake and promised to deliver within a week or two. We had to phone repeatedly to even get to this point. We had been lied to about the sofas being in and when they were to be delivered. We finally got 1 sectional in and it's damaged. They say they will repair on the 19th of May. I doubt this committment. Now we are being told that our other sofa is in and although they promised it no later than today after 2 previous dates had been set, they are telling us it will be a1 1/2 weeks for delivery. When we told them we wanted our money back we were told there was a 25% restocking fee and only store credit. When we told them they broke our contract not us and we would sue they said we could get our money back and waive the restocking fee but it will take 2 weeks and they have to fill out an action report form .

We have been lied to repeatedly. We changed our moving date to accomodate the dates they originally gave us when they were late and we had to accept the 1st sectional so we could have someplace to sit in our new place. I don't believe they will deliver, I do not believe they will fix the small tear in the sectional we did finally receive and we want our money back and delivery fee now.

Please help us with this most frustrating situation.Desired Settlement: we want a cash refund now so we can get another sectional from a reputable company who keeps them in stock. We want the sectional we did get repaired. We want to be refunded our delivery fee.

Business

Response:

Mr. [redacted]’s furniture

was delayed from Ashley. We communicated the dates with him. When the sectional came in, we offered to have it delivered on the 13th, and the customer refused. We have advised Mr. [redacted] that he can have in store

credit, minus the cancellation fee.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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

We bought 2 sectionals from Ashley, paid deposit for one then paid cash for the balance and purchased another sectional 3/15/14. We were promised delivery of both at the same time. When I found out they would not be delivering either sectional I told them we were coming down and getting a refund and cancelling the order as we've been repeatedly lied to about the sectionals being in and when they would be delivered. This was just prior to May5th. I argued with [redacted] on the phone and told him if we didn't get delivery by 5/5 we would cancel the order and I was coming in to fill out the paperwork. [redacted] stated he understood and there would be a 25% restocking fee and credit would be in the form of in -store credit. I told [redacted] I would sue as they broke the contract, we didn't. We were made promises and they were not delivered. My husband and I went to their store and explained to a couple of customers the trouble we were having with Ashley delivering the furniture we'd paid cash. [redacted] and [redacted], store managers took us into their office and stated they looked up the facts in the computer and we were right and they had dropped the ball and they would waive the 25% restocking fee and we would get a full refund. They called it defcon 4 situation and they were trying to restore our faith in the company. This was on a Friday and he said he'd need to fill out an action request form for administration and we'd have the full refund for the 2nd sectional within 5-10 days. They were going to deliver the 1st sectional the following week as the delivers all went home. As we left the store we noticed a delivery truck belonging to Ashley and 2 men. We called [redacted] from the parking lot and he arranged for the sectional to be delivered that evening and it was. It had damage, we called them right away (within 20 min. of delivery as the damage look like other white styrofoam and packing material so it was not noticed right away. They've promised to fix it and a gentleman came out and took pictures, told us they'd need it overnight and it will take about 3 weeks for the material to come in. We're hoping this is on the up and up so this is part of our complaint as they have not been true to their word.

Review: About 5 weeks ago I purchased multiple furniture items from Ashley Furniture. I was told by the sales rep that everything would arrive in 2 weeks. After waiting 3 weeks and not hearing anything I called the store and they told me there was nothing they could do and I will just have to wait. I later went into the store to have them tell me the exact same thing. They gave me a number to their distribution center to call and I thought I was finally getting somewhere. WRONG! I was told my furniture would arrive that week and someone from delivery would call me to setup a time to have it all delivered. After a week of not hearing anything I called back multiple times and each time was told something different but basically that the furniture was still not in and I would have to wait longer and there was nothing they could do. Each call the date the furniture would arrive was pushed back and the last time told me I would have to wait till the end of August for all my furniture to come. That would be over 10 weeks! I finally spoke to someone who agreed to have a couple of my items that were in stock already delivered so I didn't have to wait for my whole order to come in. What a joke! I set up a delivery time and missed work only to have no one show up. I called again and all they said is they can setup another delivery time. So frustrating! I setup another delivery time and called back to confirm to have someone tell me we aren't on the delivery list that day. When someone finally delivered our partial order they brought the wrong nightstands so we will have to wait even longer for those. Worst company I have ever dealt with! I will be in my new house almost 3 months before I get all my furniture. Plus they made me still make my monthly payments of furniture I don't even have! When I made my first payment I hadn't received anything yet but they promised if I made it that all my furniture would come that week. Didn't happen! Horrible customer service. I will never buy from this company againDesired Settlement: Deliver the rest of my furniture that I am already paying for ASAP.

Review: We purchased furniture from store July 10 th, and was told a delivery would be expected in 2-6 weeks. Eight weeks went by, no call. I contacted store, was transferred to corporate in Texas. Was told our couch was on back order, and they didn't know when it was coming. I called two weeks later, and was told couch was in, to expect call for delivery. No call ever came, next week I called, and I had to schedule the delivery, w the promise that the delivery guy would call day before and 30 mins prior to coming. No calls received again. Delivery was scheduled again, after I called. On day of delivery, no call received. When couch was delivered, the end table wasn't. I called corporate again, they said end table was broken, and had to be reordered, and wouldn't arrive for another 2-6 weeks. No one during couch delivery said anything about broken end table during couch delivery. We had the couch 5 days, the main support board broke in half. Called corporate again, said they would send out repair guy by 9 am following Mon. No repair guy arrived. I called corporate several times, and each time, they all blamed each other. Finally got a supervisor, said it was their fault, and would send out guy. Repair guy arrived, wanted to staple main board together, unacceptable. He took couch, said another one ordered, would arrive in another 6-8 weeks. I called corporate again, wanting to cancel entire order, they refused to credit my account. So now I have two pieces of broken furniture, and the final one hasn't arrived. Got a call, saying end

table was in, they scheduled a delivery time. No show. I called, said delivery guy was behind, had to change day. No call 30 mins as promised on delivery. I called corporate again for est delivery on couch, said was on its way this week. They didn't call, prior to delivery. Still waiting on loveseat. Called to find out when it would arrive, corporate scheduled delivery for today, again, no call. I called corporate at end of day, said delivery was cancelled, loveseat was broken. I called corporate again, they said sorry. I have to wait another 6-8 weeks.

So, I have ordered three prices of furniture, all three broken. Never a phone call that deliveries were cancelled, never a call to set up or confirm delivery. I had to call and schedule, and when I couldn't sit around all day, was threatened that I would be charged a 're-delivery fee, when they never set up the first one. I was refused a refund, so am stuck with waiting 20 weeks to get my furniture, Hoping it's intact.All I got was "gosh we are so sorry". Comments made by manager at Spokane store said this happens all the time, and it so t be the last. I have requested managers at corporate office call me back, and I either get put on hold, hung up on, or just passed off.

As of today, I am still waiting on my loveseat, and I will have to call weekly and set up a delivery myself, and it will likely be cancelled, without a call. The management is unwilling to recognize our stress, loss of income with having to come home from work early, for deliveries that didn't happen, were cancelled or changed, as well as the hours I spent on the pho e doing their job.We also went thru several weeks without any furniture. This business does not support their customers, will not help them, are only interested in taking your money and leaving us without any option other than continue to be in this he'll of a situation until I get my loveseat. I am hoping we never have to contact them again, but likely we will, as I am anticipating g something else breaking. Please advocate for the consumer and hold this corporation accountable for their poor customer service and product.Desired Settlement: I would appreciate a 50% refund over our entire cost for my time, loss of work pay, frustration and lack of consumer support, in addition to three broken pieces of furniture.

Business

Response:

I contacted the consumer and apologized for the delay. I assured them that everything is in motion to rectify the situation. Her loveseat should be in the first part of October and we will get it delivered out to her just as soon as it comes in. Unfortunately, we cannot refund them for half their purchase as she has requested. We are willing to send her a gift card for her troubles.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID 10819325 and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I realize my loveseat will get here. Was told it would be end of Sept, now it's October?I don't feel that the business response is enough for all of the trouble we have been out through, and that their way of doing business

Review: Purchased a Reclining Power Loveseat on 9/26/15. Paid with a bank debit card. Money was taken from my account on that day. Was promised the loveseat would be delivered on 10/3/15. On 10/2/15 I was informed this loveseat was back ordered and would not be available until 10/20/15. Told them I did not want to wait for that length of time. Talked it over with my spouse, and she agreed that we needed one right away. My spouse made a phone call to this store and told them since we paid by debit card, which was the same as cash since the money was deducted immediately from our account, we would be in later that afternoon to either get our cash back, get a cashiers check, or have our bank account reimbursed. Talked with [redacted], one of the Customer Service Managers, and she said that would be fine. Went to store and waited 1/2 hour, only to be told they could not release our funds, it would have to go through Corporate Headquarters. This was on 10/3/15. Since that date, we have called the Corporate Headquarters, and emailed [redacted], [redacted], [redacted], and [redacted]. Had also returned to the store twice. It has been one excuse after another as to why they cannot reimburse us. And, as of today 10/13/15, we have had no communication from this company, nor a refund to our bank account. Have turned this over to our bank, and they are now working on this for us as "Fraud". Both the local store and Corporate have never tried communicating with us. It was us that had to pursue trying to get our money back. Very poor service and worse on communication. And...no product. Would never do any type of business or transaction with this company. And hope others will be able to read this complaint and judge for themselves if they would ever like to do business with this type of company. When money is taken directly from your bank account, there is no excuse for "excuses" to not be refunded immediately.Desired Settlement: We would like this report to be put on their file for the Ashley Furniture Homestore in Richland, WA., so others can be aware of their poor business ethics. And will see first if our bank can get the refund by opening a claim for fraud. (Which I believe they can.) But if not, we would like help from you to try and collect the $1,219.51 owed to us for a refund of an item that was never received.

Consumer

Response:

We have received our refund from the company, the issue has been resolved.