Ashley Furniture Homestore

Review: Purchased a living room and bed room set from Ashley furniture. Paid $269.99 for extended warranty. The leg of a chair was damaged upon delivery. It has never been fixed. The ottoman has two fabric defects in it. The chair had a spot that was treated with the cleaner we purchased with the furniture. It took the color out of the fabric. They have sent a tech out twice, they took pictures and said they would get back to us. They never did. I called and complained again they sent a box of stuffing. I didn't have any stuffing issues. I called the manager of the Spokane store to help. He never called back. I called again Feb 19th. They apologized and said they would send a $75 in store credit. Took my email information. It was never received. They said someone would be out Tuesday Feb 23rd. Called at 4:30pm on the 23trd and was told the tech was hurt and they had no idea when someone would be able to come out. They needed to train someone new. I called Bank of America to dispute the charge, but it is 60 days past my statement date. B of A gave me the corporate number, which puts you back into the customer service loop. In fact I got the exact same person that answered the phone the previous call. I asked for a supervisor as I have each call. I was told that each person that answers the customer service line is a supervisor. There is no one else that I can talk to . I understand the owner of this store is [redacted], but there is no way to contact him. I just want the pieces replaced or fixed. Then I will be done with them. I don't know where else to turn.Desired Settlement: I want both pieces replaced.

Business

Response:

We have made contact with the consumer. We have reordered the merchandise and they are aware. They are satisfied with the resolution.

Consumer

Response:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is acceptable for now.Ashley furniture explained it could take two to six weeks to get the replacement pieces. They can't give me any specifics regarding the delivery details.

Review: On January 2015, I filed an Insurance claim with [redacted] for a sectional set that I purchased with Ashley Home Store. A technician was summoned to my home to determine the damage on the sectional sofa and determined that the set that I purchased two years prior was discontinued and issued me a credit in the amount of $1,548.00 to choose another set on 03/05/15. I visited Ashley Furniture on 03/07/15 and reselected a sofa and loveseat that was to be delivered on 03/13/15. A few days before the scheduled delivery, Ashley called and said that only the sofa could be delivered because the love-seat was on back-ordered and would not be delivered until 03/25/15. Again a few days before the scheduled delivery Ashley called and said that unfortunately the love-seat was discontinued and that I should go and re-select a new set. On March 27, 2015 I again visited Ashley and re-selected a new set in which I ended up paying $600.00 more for the sofa and love-seat. I was told that they wouldn't be able to deliver until April 25,2015. Again a few days before delivery they called and said that the new love-seat was on back-ordered and that they wouldn't be able to deliver until May 3, 2015. On May 1 they called again and said that they are not able to deliver the love-seat because is not available and only could deliver the sofa. I explained to them that I ordered a set and that if the love-seat is not available I do not want the sofa.Desired Settlement: I have been given the run-around for two months, I want my refund of $1,548.00 given to me via check so that I can go to another furniture store and purchase a sofa and love-seat that can be delivered. I do not want to continue with this back and forth and no delivery on goods.

Business

Response:

May 4, 2015 Revdex.com of New Jersey1700 Whitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # [redacted]Consumer: [redacted] To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 5/01/2015 by [redacted]. [redacted] did purchase furniture alongwith a 5 year extended warranty from our store In June of 2012. [redacted] hereached out to [redacted] Furniture Services to file a claim for some damage foundon his sectional sofa. His claim was approved and he was able to reselect newliving room furniture. Unfortunatelywhat he selected was discontinued and we were unable to deliver. He reselected again and there have beenissues with the arrival of that product. We do understand that this is inconvenient to [redacted]. This is a third party extended warranty claimand we cannot refund the original monies used to purchase the original set,however we have agreed to upgrade [redacted]’s set to an all power set at noadditional cost to him. The sofa wasdelivered yesterday 5/3/2015 and the loveseat is expected to be delivered tohim on 6/5/2015. Ourcompany strives to serve all our customers with the best 5 star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of sale. We value [redacted]’s business; the customer willbe assisted to the best of our ability. Ifwe can be of any further assistance, please do not hesitate to call. Kindest Regards,Corporate Care Manager

Consumer

Response:

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

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

Regards,

I can hardly believe what a horrible experience I've had in purchasing a sofa from this awful company. They originally delivered a piece with black stitching coming undone on a beige couch seat cushion. I rejected the piece, and was told a new one would be ordered. Several weeks later I took a 2nd day off work to wait for this delivery (Ashley's will not give any estimate of when they may come) and, at 9 at night, the delivery truck arrived and the same exact piece I had originally rejected was once again brought into my home. They had not ordered any new piece. I had affixed pads to the feet of this piece upon first delivery, and the 2nd delivered piece had those original pads intact. I then phoned the store, the manager, customer service, and others at the company multiple times, was put on hold for hours all tolled, got no help, no remedy and was refused a refund repeatedly over a period of several months. After months of repeated fighting to try to get a refund or a whole, intact sofa, and after I was told repeatedly that a brand new piece had been ordered for me, I took a 3rd day off work to take delivery of the same piece that had been delivered twice before, with what may be a new cushion; I cannot be sure. It seems a small matter I suppose that the pillows that were supposed to come with the thing did not arrive. I have been lied to repeatedly by every agent of Ashley's furniture company and have no intention of ever dealing with this or an affiliated company of Ashley's ever again. I consider them crooked and unethical.

Review: Paid a down payment for mattress model #mtq600 on 8/29/15 did not receive until October. When item was delivered it was not the right model. Spoke with customer service which assured me I would revive the right model within 3 weeks. Have yet to receive my order, and when contacted customer service once again was told they did not know where my order is Can not be located. My 30 day same as cash is over in 2 business days and have no idea if my order will show. I have yet to be contacted back by customer serviceDesired Settlement: I would like a guarantee that I will receive my order that I originally picked out, once my payoff is paid. Or refund full payment amount of rich I have paid already

Business

Response:

Customer originally purchased a Simmons mattress on 8/29 and was quoted approximately 3-4 weeks. The manufacture contacted us on 9/28 letting us know there was a delay in production. We contacted customer same day letting her know the situation and asked if she would like for us to switch to a different 3rd party vendor with a mattress set comparable to the one she purchased. She said she would be into the store to determine which mattress she would like to upgrade to. She went into the store on 10/24 and re-selected, but due to customer being unsatisfied with the re-selection that she chose. we allowed her to re-select again to a more expensive mattress and she is currently scheduled for delivery on 12/17. She financed through acceptance now and we have no control on how there 90 day same as cash works. For the inconvenience we issued customer a $100.00 gift card and customer is okay.

Review: I bought a loveseat in February it broke and a serviceman came out and confirmed that it was broke and said that it might take 3 weeks for the parts to arrive and that he would call when the parts arrived. after 6 weeks I called up the service department and they said that they did have the parts in and we made an appointment for a serviceman to come out. someone from the service department called and left me a message stating that his serviceman called out sick for the week and to make another appointment. When I tried and left a message nobody would return my calls. I went to the store where I bought it from and talked to a manager and she said that they do not handle this and she tried to call the service department and could do nothing for me. This product has a warranty on it.Desired Settlement: They refuse to contact me about getting it repaired so I would like it replaced.

Business

Response:

Dear Revdex.com,Please convey our apologies for the wait our customer has had.We have recently acquired this store location and are more than happy to assist. I have already contacted the warehouse and located the mechanism inside the shop. We are more than happy to schedule a craftsman to come out and install the mechanism. I tried to contact the customer today but as unsuccessful, we will continue to try or our customer is more than welcome to contact us at [redacted].Thank you for bringing this to our attention.Sincerely,Cheryl McCoy

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 10811474 and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I have talked to the office manager of the store and she still has not resolved the problem. I called the number that they said that I could call but could not reach anyone or leave any message.

Regards,

Christopher F[redacted]

Business

Response:

Dear Revdex.com,I am showing that we went out on 09/29/15 to install the mechanism as well as the seat core and casing. Per photos and notes from this visit; this has been resolved.Thank you for bringing this to our attention.Sincerely,Cheryl M[redacted]

Review: I had purchased my all furniture from Ashley Furniture and also the warranty from them witch is Montage Furniture Services back in March of 2011. I have to have my box spring change 3 times from one out of 3 bedroom sets purchased. Then I had to have a mattress replaced but was discontinued. I had to argue with the store to get another mattress and finally after 2 weeks I was able to get one going back and forth with corporate and the store. Then my mattress now the seems ripped and is sinking again and they don't want to deal with that. My one bed room set the entable need to be replace they sent me the wrong one 4 times. I gave up on that one. There have been to the house at least 10 or more times between the store and the warranty company sending someone for my living room set. Finally the end of July they told me that my couch needs to be replace. They stated they can give me 200 in cash or I can go to the store to get another one but it is discounted. So I stated to the lady we will go and pick out the new living room set from the store and she stated that it would only be the couch. I told her that we had purchased a living room set not individual pieces. she stated I can only get a couch and not the love set but that is not how I purchased the set. Now my coffee table llet is cracked and they are stating they have to speak to the store to see what is covered on this. I sent them that a week ago. If my couch was not discontinued I would have no problem in taking the new couch but I purchased a set and not separated pieces and now I have to have two different pieces for a living room set. We can not even sit on the couch we have to sit on the floor for over a month now. I spend almost 10,000 in the store in furnishing my home and this is what I have to deal with furniture that keeps breaking,.Desired Settlement: I would like to have a store credit of the purchase price for the living room set or and exchange of a living room set for the purchased price of the set.

Business

Response:

Hi Revdex.comGood afternoon! Hope all is well, spoke with guest and this complaint was against the extended warranty plan, as guest made purchased in 2011. Send e-m to the extended warranty plan in regard to guest requesting to reselect both living room pieces. Kindly removed this complaint from our records.Thanks as always to bring to our attention.thanks ?

Review: On 11/07/2014 I purchased $3279.44 worth of furniture. I was told that the two tables were in stock but the couch and chair will not be in until 11/17/2014. I made the purchase based on getting the furniture by Thanksgiving. On 11/19/2014, I had not yet heard from them about the delivery, so I called them. I was told that the couch was in but the chair and the two tables were out of stock until 12/22/2014. I informed them that this was unacceptable and wanted a refund. I was told by the "operations manager" that the store manager will call my the next day. I received NO call. I called them back twice on 11/21/2014. The second call I made, I was finally connected with the store manager and was told he will look into the matter himself and see what could be done. On 11/24/2014 I received a call stating that the tables will not be in until 12/22/2014 but I could have the couch and chair on 11/29/2014. I told him that would be acceptable. On 11/29/2014 I called them back to find out where the furniture was. I was told there was NO scheduled delivery for me. They had no record of my conversation with the store manager. I stated again that I wanted a full refund. I was told they do NOT give cash refunds, only in-store credit. As they do NOT actually deliver anything that is purchased, this is NOT acceptable. I was told that the manager will be notified of this conversation. No call backs.

I just want my money back so I can buy some actual furniture. I paid in cash and would prefer the same back Thank you.Desired Settlement: I get my money back in a timely manner.

Business

Response:

I have called and explained we do not do refunds but am happy to allow him to reselect. He chose the set out of the catalog. We ordered exactly what he asked us to. I advised him that I would waive the cancelation fee and allow him to reselect for the full amount.

Review: On June 4 I bought two chairs and a sofa the delivery date was June 20th and 2 chairs were deliver but the sofa I was told that it was on back order and could only be delivered on June 24th agreed and there was a confirmation by the delivery company,well that date came no one showed up and never received a call.reschedule for June 27th for me to pick at the warehouse rented a truck and the sofa was not at the warehouse I was compensated $150.00 and reschedule for July 11th again confirmed and again no one showed. Now I'm being told August 20th.. all of this as been paid in full and I just tired of being lied to customer service are the worse..need help

Business

Response:

July 28, 2015 Revdex.com of New Jersey1700 Whitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # [redacted]Consumer: [redacted] To Whom It May Concern:In regards to the claim filed against our company,Ashley Furniture HomeStore, on 7/23/2015 by [redacted] did purchase a sofa, from us backon June 4, 2015. This sofa is out of stock and will be until the middle ofAugust. I have reached out to [redacted] to offer him a reselection for something we may be able to get for himearlier or we can give him a compensation refund of an additional $100.00. I have not yet heard back from [redacted] tosee what he would like to do. Ourcompany strives to serve all our customers with the best 5 star customer serviceand the best quality products in accordance with all policies mutually agreedupon at point of sale. We value [redacted] business; the customer will be assistedto the best of our ability. If we can be of any further assistance, please do not hesitate to call.Kindest Regards,Corporate Care Manager hy here...

Review: In March of 2014 I purchased an Asley Sleep mattress and base set. It was advertised with a 10 year warranty. In 1 year the springs in the mattress have compressed and the mattress has become un unusable. I contacted Ashley and the sent a technician to take photos of the poor state of the mattress. Technician stated it was we should most likely get a replacement because it had sagged so badly. However because of a small stain they have denied replacement of the mattress. I feel this is a manufacturing defect and the mattress should be replaced. I feel that I have been taken advantage of.Desired Settlement: I would like to have the mattress replaced or to have a full refund and I will return the mattress and base set.

Business

Response:

Unfortunately, the customer decided not to purchase the mattress pad to keep the mattress protected from spills and stains. The stain on the mattress does void the written warranty. I am sorry, but we are unable to replace the mattress due to this fact.

Review: I purchased a sofa and paid in full at time of purchase. When the sofa was delivered they could not easily get the sofa into my apartment. I asked if they could try backing out and turning it the other direction but instead they continued to try to force it around the corner. The delivery guys were finally able to get the sofa into the living room but they had damaged both the edge of the sofa and put a gouge in the hallway wall. I rejected the delivery of both the sofa and the matching loveseat since I do not want the loveseat if I don't have the matching sofa. I called the company headquarters about a refund and was told that they don't issue refunds. If I cancelled there would be a 25% cancellation fee which would be over $200. Since they damaged my wall in addition to the sofa I believe I should receive a full refund without paying the cancellation fee.Desired Settlement: I want a full refund of my purchase price since the damage was caused by the delivery people. Just replacing the damaged sofa isn't an option since it doesn't fit into my apartment.

Business

Response:

We have contacted the consumer and apologized for the inconvenience. Since the sofa did not fit, we have agreed to refund what she paid less the cancelation fee.

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The company offered to issue a refund less a 25% cancelation fee on the sofa only. I had rejected both the sofa and a matching loveseat. My purpose in making the initial purchase was to buy a new sofa. I received a phone call from [redacted] at Ashley Furniture that they had approved the refund for the sofa but their suggestion was that I purchase 2 loveseats. I do not want 2 loveseats and I do not want 1 loveseat without the matching sofa. I have looked and there is nothing else in their store that I want. I have asked that she re-submit the refund request for the loveseat. I asked if this meant that I was just out the approximately $600 dollars after the cancelation fee on the sofa and the price of the loveseat and her response was just "Yes ma'am" This is unexceptable and I can't believe that a company would treat customers this way. I told her that I was very disappointed and that I have no desire to ever set foot in their store again.

Regards,

Business

Response:

Although the consumer selected a sofa that did not fit in her home, we are making every attempt to try and provide a solution for her. We do not do refunds and it clearly states it on the ticket she signed. We have made an exception and agreed to refund her for the piece that did not fit. She refused. We have offered to allow her to reselect altogether with no penalty and again she refused. We are willing to provide her with either of these options should she decide to take them.

Review: Purchased couches , ottoman, and recliner in February 2015. Order has been delayed the promised 10 weeks. Called 4 weeks ago and was told order was in process. On May 12, 2015 we were told only the recliner and ottoman were here and couches were now out of stock and not able to be replaced. When we asked for a refund of the cost for the couches we were told we could only get $300 back from our $1800 purchase. The store has been totally uncooperative and has been totally unwilling to resolve the situation.Desired Settlement: I want either a full refund for the furniture we purchased or the exact furniture we ordered to be delivered. I do not want to purchase new furniture and pay more because they failed since February to tell me the furniture was out of stock.

Review: We purchased a sofa and a love seat 4 years ago with the 5 years extended warranty/insurance that they provide, now the furniture in already in bad shape and have some tear and need to be replaced but they don't want to cooperate; we've been contacting them for the last 4 months, at first they've sent a person to check it but it never showed up again, when we call them they said they will just give us 50% off but when we went to the store the manager said the its only for the regular priced item which cost a lot of money which I couldn't afford, I feel bad bcoz I should be getting a replacement; now the money the money that I paid for the insurance before will be useless! I hope you can help us on this one; thank you much in advance!!!Desired Settlement: will get the replacement of my furniture or full amount of credit for my old one since I paid for the insurance

Business

Response:

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 1/04/2014 by [redacted] Mrs. [redacted] did reach out to our 3rd party warranty company, and her claim was denied. The claim was denied based on damages not being of a onetime occurrence. It is clear from the photos that were taken by the 3rd party warranty company that this is excessive wear and tear caused by the guest. This not covered by the extended warranty. Unfortunately it is not covered under any warranty we have. As a courtesy we did agree to issue Mrs. [redacted] a 40% off her next purchase certificate. We are requesting that this claim be removed from our file, as it is not vailid. Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mrs. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center ..

Consumer

Response:

I am rejecting this response because:

Yes they offered 40% off next purchase but there's catch, it only applies to regular priced item and all of them are ranging from 3k to 4k $ ! Which no way I can afford ! I just need my old furniture fixed or give me the full amount of credit in store with no exceptions

Regards,

Business

Response:

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 1/04/2014 by [redacted] Unfortunately our original offer to issue Mrs. [redacted] 40% a new living room is our only option. I have forwarded the photos sent by the third party warranty company, who also denied the claim. The claim was denied based on cumulative damaged not a onetime occurrence and excessive wear and tear. If she chooses the option of 40% off certificate she just needs to call our customer care department and we will send it to her in writing. Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mrs. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center

Review: I purchased a square DRM table set with 4 chairs from Ashley's furniture in Linden, NJ on July 2012. The chairs cushions began to rip around the beginning of the year and I called the warranty company to fix the issue. The warranty company refused to fix the problem and my continued attempts to contact the furniture store have been unsuccessful.Desired Settlement: I would like for Ashley's to honor my complaint to either repair and/or replace my chairs. I will probably never shop and/or recommend this furniture store to anyone ever again after this experience.

Business

Response:

Please see attach response, guest contacted and components order to correct guest concern.

Review: I purchased a bedframe box spring and chest. They cancelled delivery 3x then when it finally came it was damaged. Manager Sal said law prohibits taking back boxspring but was going to help me out. He said he would follow up but I only recieved a call from delivery team for pickup. I tried to confirm with sal multiple times and did not hear back, only from someone else telling me "if they scheduled a pickup then sal took care of it". The furniture got picked up but they left the box spring. I tried to call again. Then my bill came for $310. Which was for 140 for boxspring and 160 for delivery. This sounds like a scam. Contract clearly states if furniture came damages I am due a full refund if I do not want a replacement. I tried to call and also send an email. They have not contacted me back as of yet. It has been 2.5 weeks since furniture was picked upDesired Settlement: I would like a refund on the remaining $310 for their defective damaged products

Business

Response:

Hi Revdex.com Good evening! Hope all is well, I have spoken with guest [redacted] yesterday 8-25-15 regarding , she was requesting full refund.Guest was advise initially that we were not taking back the box-spring and also will not be receiving a refund for her deliver,After we pick up what was agreed upon and refund guest, guest call in requesting for us to pick up and refund her for the delivery and box-spring.Guest was advise that we will pick up the box-spring and once receive back then the refund will be issue for the remaining amount guest inquiring about. We have call guest and left a message to call us back to schedule the pick up of her box-spring. I do believe that we are working with this guest and this complaint should not be count against us. Thanks as always to bring to our attention.

Consumer

Response:

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

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

Regards,

[redacted] after reviewing the response I called Ashley Furniture this morning to confirm their response. I have scheduled my pickup for next wed 9/2. I will followup to let you know if it has been resolved. Thank you to your staff for outstanding service in helping to resolve my issue and doing it in a timely fashion.

Review: We purchased a bedroom set from Ashley Furniture on 7/4/15. The set was delivered on 7/24/15. The delivery man acknowledged that the delivery center realized the footboard of the bed was damaged, and told my husband that the company would contact us about getting us a replacement. We were never contacted. My husband [redacted] made multiple calls to inquire about getting a resolution.He spoke with [redacted] from the North Store in mid-August and was given the number to the Ashley Furniture Distribution Center. He called the Distribution Center twice over the next four weeks, and both times was told that someone would come out to assess the damage and determine how it would be resolved. No one ever called to schedule a time to come out. [redacted] & I then went to the store on October 14 and spoke with the manager, James. We gave him pictures of the damage , and we were told we would be contacted soon. We still have not heard anything. It has been over 4 months since we made our purchase, and we have given Ashley Furniture multiple opportunities to resolve the problem, but they have not responded.Desired Settlement: That Ashley Furniture will acknowledge the problem, replace the damaged product, and address proper customer service practice with all employees through additional training.

Business

Response:

We have ordered the consumer a replacement footboard. We will contact them just as soon as it comes in to set up a time to swap it out.

Review: I purchased the 5 year assurance warranty on 4/4/2014. After 1 year and 5 months I realize that the paint is coming off of the table item id [redacted] and the wood is splitting as well. I have pictures of all the damage to the table after normal day to day use. I contacted [redacted] Furniture Services on July 29, 2015 as to which they told me to send them my invoice because they had no record of me purchasing my warranty. I immediately send them the invoice through email and waited for a response. To no avail I received no phone calls or email communication from them. I then called [redacted] on 9/1/2015 and spoke to Annette. I explained my situation and she went ahead and denyied my claim. She stated that I say the damage more than 30 days ago and my claim was invalid. I explained to her that this wasn’t possible because the paint has now gradually come off of the table. Now the wood is splitting on the surface as well. But to no help she said [redacted] cannot do anything because she has denied my claim. I told her what good is a warranty for 5 years if I can’t make any use of it.Desired Settlement: I want a refund of $249.99 MFS warranty and $659.99 for the junk table that Ashley sold me.

Business

Response:

Hi Revdex.com Hope all is well, this claim is against [redacted] , the extended warranty plan, this letter was sent for action and follow up. Ashley call guest to follow up , got voice mail left message with a call back number for guest to contact us. Thanks as always to bring to our attention.

Review: We had purchased extended warranty on the furniture (at Ashley Furniture Store) but [redacted] ([redacted]) does not honor the warranty. The furniture was purchased in December 2010 and extended warranty was purchased for 5 years. I spoke with representative (Dawn) today who refused to open the claim for the furniture. We are unable to use the furniture due to ripping and peeling and seeking the company to honor the warranty OR refund/replace the furniture.Desired Settlement: Furniture needs to be replaced/ repaired or price refunded.

Business

Response:

Tell us why here..June 9, 2014 Revdex.com of New Jersey1700 Whitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # [redacted]Consumer: [redacted] To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 6/09/2015 by [redacted] did purchase furniture along with a 5year extended warranty from our store In November of 2010. [redacted] sofa andloveseat are peeling and unfortunately this is not covered under the 5 yearextended warranty. The manufacturer’swarranty was for one year and expired in December of 2011. I have spoken to [redacted] and he is going toforward me some photographs of the set and we will do our best to assist himwith a possible repair of the pieces. Accordingto [redacted] he set was purchased for $2491.22 however according to the actual receiptthe sofa and loveseat was sold for 799.99 plus tax and warranty. Ourcompany strives to serve all our customers with the best 5 star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of sale. We value [redacted]’s business; the customer will beassisted to the best of our ability. Ifwe can be of any further assistance, please do not hesitate to call. Kindest Regards,Corporate Care Manager .

Review: Received 2000.00 credit through U Own for furniture purchase at Ashley Furniture 6/5/13. The only paperwork received was a receipt on 6/12/13 for furniture totaling 1788.44 and another receipt on 7/10/13 adding 212.00 worth of furniture to total the 2000.00 credit I had. At both encounters with [redacted] I asked her if there would be any extra expenses, charges, fees, interest and she was not sure, just that I would be paying 132.50 bi weekly until paid off. U Own was a new process for Ashley Furniture so was patient because I was excited to get new furniture and build up my credit. Was told and tossed around between [redacted], [redacted] and [redacted] these were names I remember and they all told me new process and not sure how it works. So finally on 7/29/13 I get my furniture delivered and delivery guy gives my paperwork from U Own consumer lease purchase agreement wa, flipping through it I found that at 143.00 bi weekly I would pay 3757.72 dollars for 1788.00 (this is the amount they used in paperwork) worth of furniture!!!!!! An extra 1969 dollars!!!!!!! Now who in their right mind would do such a thing agree to pay that much extra. I thought for sure this was a mistake, what was I to do but sign the paper work so the delivery guys could get going, they could not answer my questions, so I signed the paper work thinking for sure was a mistake. This was the first set of paperwork from U own handed to me by the delivery guys. I am appalled, upset and mortified. I had it all written out in my finances to pay 132.50 bi weekly until I paid off the 2000.00. I am a hard worker, honest, respectful and I do believe this is a rotten deal. So in the contract if I pay 132.50 for 26 bi weekly payments I will have paid a total of 3757.72. I also called the lessor uown and they said well you signed the contract and so we have to make money too. Wow. Also, I called u own 5 min before they closed at 6 and she would not give me the time of day. I am having a hard time fathoming this whole scenario.Desired Settlement: Not to have to pay 1969 dollars in charges, fees, interest. To pay my 132.50 bi weekly like I was promised and pay off 2000.00 not 3757.72 dollars. Was a very unprofessional way to handle this situation all the way around.

Consumer

Response:

Just wanted to make you aware that I received a call this morning from U Own and have agreed to pay the express 3 month pay off consisting of 7 payments at 358.82 dollars starting Oct 11, Oct 25, Nov 8 and Nov 22. Agreed to this in order not to ruin my credit any further. The dispute remains an issue.

Consumer

Response:

Will be faxing over the two receipts from Ashley Furniture as well as the Uown purchase agreement that was handed to me by delivery guy yesterday 7/29/13. The 3 month express pay that I agreed to is still an extra 748 dollars that I will have to pay that I was not privy to until 7/29/13.

Business

Response:

In no way do we ever mean to be misleading in any of our

business practices. This is why we typically urge customers to come into the

store to finalize their purchase/paperwork. This paperwork would have shown the

total amount of charge (number of payments, total purchase amount, etc.). This

avoids any miscommunication and clarifies all the terms instead of relying on assumptions.

Against normal operating procedures, to accommodate the customer, we expedited

the purchase over the phone so the customer didn’t have to wait on delivery. We

thought the customer understood that this was a lease agreement and not a lender/line

of credit. Lease agreements always have high interest rate due to many factors

including liability. Customer was told that we would report to the credit

bureau in an effort to help improve credit.

Review: On 7/24/15 I purchased a sectional couch by check for $2,662.86 from Ashley Furniture. I was told the couch could take up to 6 weeks for delivery but would most likely be delivered in 2 weeks. I was contacted on 08/03/15 and was told the couch would be delivered on 08/07/15 by 8 PM. On 8/7 a rental truck pulled up in my driveway at 7:50 PM and 2 men brought in the sectional. When they had brought all the pieces in we discovered that they were not the correct pieces that we had ordered. They told me to call the store and when I did I was instructed to refuse delivery of all pieces and they would "sort it out" the next day and take care of it as the corporate office was already closed. I called the store the next day and was told that the manager was out on a personal emergency and I would need to call the following day. I called the next day and was told that they were having technical issues with their system and I would need to call back the following day. I called back the next day and was told they were going to place me on a "conference call" with the corporate office. I talked to someone who wanted to know specifically what was wrong with the couch. I explained that there was no chaise lounge piece and the one side was missing one seat. They said they would look into it and an assistant manager would call me the next day and give me a delivery date. No one called the next day so I called back the following day and was told the assistant manager was out sick but someone would let me know what was going on. I called back 2 days later on the 14th and was put through to "customer care" who told me that it was in the contract that they didn't have to deliver it right away but that he would look into it and call me back the following day. No one called me back so on the 18th I went down to the store. The manager James looked everything up and said the salesman had ordered the wrong couch and he would ensure that the couch was "hot-ticketed" and he would call me the next day with a delivery day. No one contacted me for over a week so on 8/24/15 my son in law went into the store and talked to the Manager James who said they didn't have the pieces and that we would be eligible for a refund on the 14th of September, On 9/8/15 I contacted Ashley Furniture and asked if there was any way the couch would be here by the 14th and was told "absolutely not" they didn't have the pieces, they had to build them and it would be, at best, the end of September but most likely a month if not more. At this point in time, anticipating the refund I bought a new couch from another company. When I contacted Ashley Furniture on 9/15/14 I was told by Clarissa, who said she was the Office Manager, that they don't give refunds and I would just have to wait until they could deliver the couch, whenever that is. I told her that the Manager James said we would be entitles to a refund on the 14th and she said " no we don't do that". After getting off the phone I called the corporate office and was finally put through to a account rep who brought up my account and told me that the couch was in stock and had been for some time, She said she would call me back when she talked to the store. She called me back 10 minutes later and said the couch was waiting for delivery. I told her at this pint in time I just wanted my money back and she said the only way I could get a refund was if I paid a 25% restocking fee (upwards of 600) and that the rest would be in-store credit. I told her that was unacceptable and she said that was all she would do. They have not called to set a delivery date.Desired Settlement: I had given them many chances to make it right but now I just want my money back.

Business

Response:

Unfortunately, we do not do refunds. We will give the consumer in store credit for the entire amount and waive the cancellation fee. We do have the correct pieces on order and they are due in on or around the first week of October. We are happy to get them delivered just as soon as it comes in.

Consumer

Response:

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

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID 10817440 and find that this resolution is satisfactory to me.

Regards,

Robin Wittkopf-steptoe

Review: Ashley Furniture was suppose to order two twin mattresses in 1-2 Weeks to pick up in store. I purchased them Nov. 1, 2015, so it has been 6 weeks almost and still no call of when they will be ready for pick up. They do not want to give me my money back. I called them and they have no idea when they will be ready.Desired Settlement: I would like my money back. I have my receipt.

Business

Response:

Customer purchased on Nov 1, 2015 she was quoted an approximate time frame of 1-2 weeks. or warehouse was closed for the holidays when we received mattress in on 11/28. we contacted customer on Dec 1,2015 but received a voicemail . on 12/11 customer responded to our voicemail and was scheduled for pick up on 12/15. She was issued an apology letter for delay in mattress order and a $50 gift-card. She has already picked set up and is good.