Ashley Furniture Homestore

Review: I have been dealing with this cooperate office since July 1st they wont fix or replace mt furniture they keep transferring me around I have dealt with the Spokane, WA store, [redacted], WI cooperate office, Hobbs, New Mexico regional office and the Lubbock, TX cooperate office to get my furniture issues fixed hear in Spokane, WA I have spoke to [redacted], The manager at the Spokane WA and so on they well not replace my box springs my couches my dinning room table or Bedroom dresser Mirror That is damaged I well seek out legal action if its not dealt with I have been dealing with the issues since July 1st and I have all the voice mails and emails from everyone I have also reached out to the Better Business Burial in each of the stores states also.Desired Settlement: Replacement of my couches dinning room table box spring and bedroom mirror.

Business

Response:

I have responded to this complaint every time it is sent. We have reordered his merchandise and have given him the lamps and pillows he has demanded.

Review: On Black Friday (Nov. 29th) I purchased a 7 piece dining room set from [redacted] expecting to use it for our Christmas Eve Dinner. We were told that it would be guaranteed to be at their warehouse by the following Wednesday Dec 4th by [redacted] our sales person. On Dec 6th we had not heard from [redacted] so we called their warehouse and were told it would not arrive until after Christmas due to it being on backorder. After many telephone conversations we were told it would be in their warehouse and available for pick up on the 23rd of December. At that point we were ok with continuing the transaction and picking up the dining room set on the 23rd. On the 20th of December we were called by Denise informing us that the dining room set would now not be available for pick up until the 3rd of January, 4 weeks after we were guaranteed to receive it and after the the desired date we wished to have it, Dec 24th. On the evening of Dec 20th I went back into [redacted] and respectfully asked for a $78 refund for the payment that had been made due to the fact that [redacted] had not fulfilled their obligation to get us our dining room set. On the evening of the 20th we were told that the sales manager ([redacted]) must get permission from their Vice President in Texas to refund my credit card $78.00. On January 3rd (2 weeks later) we had not heard back from anyone at [redacted] so we went back into the store to speak with them again. At that point we were once again told that they had not heard back from their Vice President regarding the $78.00 refund and could not move forward with crediting my credit card until they received authorization. I still have not received a $78 refund nor do I have a dining room set.

Product_Or_Service: 7 piece dining room set

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

$78 refund to my credit card.

Business

Response:

We are making an exception and will grant a refund to the customer. We have contacted customer and notified them.

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 purchased a part of my bench through Ashley Furniture store March 1, 2015. I paid for the part, requesting that I get a call when the part came in. They said it would take 6-8 weeks. I called in June, I was put on hold for 30 minutes, finally I hung up. I called back a few minutes later, they put me on hold again for another 20. Finally I got through, and they said they had no record of me purchasing a part. I've given them my sales number, phone number, name. And still nothing. I decided to call the next day so I could talk to someone else. They said that my part was in, they connected me to the distribution center. The person I spoke with said that my part would be at the store the following day for pick up. I went to the store, to find out that I was supposed to pick up from the warehouse that closed in 10 minutes. They said I could come back. I asked if they could just mail it to me and they said they could do that or they could have the warehouse deliver it. So I gave them, yet again, my number, name and address. I never received a call. I've called several times since then. I've even spoken to the General Manager who said HE'D CALL ME THE NEXT DAY!! Well, it's been over a week. I want a refund! I will never shop at any Ashley Furniture store.. and I will be reporting them to legal through the base. If they are going to treat customers like they are nothing, then they don't deserve business.

Review: On one of the dining room armchairs I purchased both of the arms came loose. I called to make an appt. for the chair to be fixed. They did not show up even after I confirmed the appt. Another appt. was made. I confirmed that appt. and again they did not show up. For the third time I made an appt. and after confirming the appt. twice, they did not show up. The third time, I called the night before and asked them to check their computer to be sure I was scheduled and also to check the warehouse to be sure I was on their list for service. They assured me that I was scheduled with them and the warehouse. Each time the person I talked to even said "yes I have you right here, you're all set". My next call, tommorrow, will be to the Manager, but I don't expect any results.Desired Settlement: Come on the scheduled day and time and fix the chair!!

Business

Response:

Good morning [redacted], customer [redacted] was scheduled and confirmed for technician visits on 1/14 & 1/20. The technician went out both times and the customer was not home. They were offered another date of 1/23 and they said that date did not work. They have been rescheduled again for this upcoming Tuesday 1/27/15 at 10:00am. We have been making multiple attempts to resolve their matter.If any further information is needed feel free to let us knowBest Regards[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: That is absurd! We were home all day on both days. When I called to comfirm the 14th I was told by the Homestore that they and the warehouse had no comfirmation for the 14th, so why did they supposedly come on the 14th if we were not on the schedule? (They were not here on the 14th) When I called them because they didn't come on the 20th I was told they didn't come because my appt. was for the 22nd not the 20th! Not true, I confirmed the 20th with them the night before. Lisa called on the 22nd, at night, and said they didn't come because the truck broke down so we rescheduled for the 27th. Today is the 27th and we have a snow storm I don't expect them to come . They can pick any time and date they want to come but I want an e-mail confirmation from them to my e-mail address and a CC to the Revdex.com. Sincerely,

Business

Response:

This customer received their Technician visit on Thursday Feb 5th 2015 between 2-4pm. Their issue has been resolved and they have signed off on it.

Consumer

Response:

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

Sincerely,

Review: I purchased my sofa set at ashley furniture in the linden store in new jersey. my phone number associated with the account is ([redacted] I purchased the product expecting good quality. Within months the polish off of the tables started to come off but I did not make it an issue. However, I also noticed the velcro on the sofa cushions were defective.

The velcro on the cushion are vertical while the velcro on the sofa frame is horizontal. Normally I would not make an issue of this either, however, my son who is 1 year old was walking on the couch and the sofa cushion flipped over and he flipped with it. If I was sitting there by chance to catch him just in time his head would have hit the coffee table and he could have broken his neck or had serious head injury.

I contacted ashley furniture central NJ customer service on 3 separate occasions and am still waiting to hear back from them. The customer service representative I spoke to was Kim M[redacted]. She asked me to send her pictures of the velcro which I emailed her and was told I would receive a call back within 24-48 hours. I never did. A week later I called again and was told I would receive a call back that day. Again nothing. I called back today and was told she was handling my case and was in a meeting and I would receive a call back.

If this doesn't get resolved I would be forced to contact the department of consumer affairs both in nj and in VA for a product recall. This is a serious safety concern not only for my family but for anyone with children.

Secondly, the velcro is halfway off the frame thus the cushions don't stay on anyway due the poor craftsmanship in addition to the product defect.Desired Settlement: I want full refund of this product. I can not keep a sofa which is a fall hazard for my children. I paid $2905.84 for a sofa that is subpar, poor quality, and an obvious manufacture defect.

Business

Response:

Good Afternoon,We here at Ashley Furniture would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, the afore mentioned store is not affiliated with our company. We are a privately owned and operated business and have no relation to the original store of purchase mentioned by the consumer. The complaint would need to be redirected to the appropriate company to address the consumers merchandise concerns. Please feel free to reach out to me should you have any further questions in regards to this consumer or if further direction is required.Best Regards,Deannie F[redacted]?

Business

Response:

I have spoken to the guest and we have agreed to send a technician out to her home to look at and possible change her Velcro if needed. Guest will be contacted by Sunday May 24th. I will keep you posted on the progression of the claim.thanks so much for you patience

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not received a call for service. I was initially contacted however the service technician never reached out to me. I called today and spoke with Kim to leave a message for phoebe to return my call but I have not received a call back.

Regards,

Business

Response:

Good Afternoon I have spoken to the guest we have ordered her parts for the sectional, once she receives them she will contact me directly and we will send out a craftsman's at that time. I will keep you updated on the status of this claim.Regards, Michele

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,

Review: I just bought my couches about 6 months ago. Spent about $2200 with the warranty. One of my couches- my love seat broke in the first week- I was completely broken at the base and now it sinks in. Now the other one has two huge cracks in between the cushions. It is absolutely unbearable to sit on, impossible to lay on. With how much money I spent I expected higher quality. I hate these couches, they are so cheaply made and so uncomfortable. By the way if you buy the warranty- You will never get them to fix because I called have them come pick them up and fix them and still nothing. No call back, transfers that literally just get disconnected.Desired Settlement: I would like them to take these poorly made couches back and exchange them for something that actually isn't poorly made and comfortable. These cushions have Huge cracks in between and the wood is breaking in the couches, it is just a hazard. I don't want my children to get hurt- I need two different couches these are dangerous.

Review: I ordered three full size beds at Ashley furniture here at North Brunswick NJ route 1 and signed up for 6 months monthly payment. My furniture was delivered on Sunday July 26 however the furniture did not fit on the stairs so Ashley Furniture customer service called me and stated that they will get the replacement furniture for me by Wednesday July 29 however they did not even call me let alone delivering the replacement furniture so I reached out to customer service at the end of the day to check the status of my replacement delivery. the customer service representative told me that they have not received the delivery yet from the warehouse and will contact me the next day (Thursday) to give me a new date for my delivery however I did not received any phone call on Thursday either so I reached out to them again on the very next day(Friday) now the representative told me the earliest he can have it ready for me on Thursday August 4th. I have been sleeping on the floors for the past 4 weeks got very bad back pain due to sleeping on the floor and Ashley Furniture did not keep up to any of it's promises

Business

Response:

Hi Revdex.com Good morning!In response to this e-m, guest did received his delivery as confirmed and scheduled on 7-26-15 will all pieces ordered. On 7-26-15 guest refused three of the box-springs due to it could not fit in his home. We should not be held accountable for the no fit. At the time of delivery we spoke with the guest and waived all fee for the new set of box-springs and schedule guest for the date he requested. During that time the guest stated his Uncle went out and purchased two new bed sets without his knowledge ,but the guest never informed Ashley, so when we went to deliver the box-springs guest refused and requesting we pick up all the other pieces that was delivered on 7-26-15. When Ashley contacted the guest to review the refusal we were told guest only want one bed and we need to take back two sets. I do not believe this was our fault that the box-springs did not fit in guest home and we should pick up the two bedroom set, as we have ordered the new sets of box-spring guest request. What guest want is for us to only delivery one box-spring since only two of the bedroom set was replaced by his uncle . However, we did went ahead and confirmed picking up the two bedroom sets & we will deliver the one box-spring on 8-20-15, the date guest confirmed for delivery and pick up.

Review: On February 15, 2015 I order three (3) mattresses a set of bunk bed for my 2 children's I paid $610.00 CASH! and I still owed them $100.00. I HAD an estimated delivery date of 2-4 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 6 weeks with no furniture from them. On March 8, 2015 I received my first voicemail to give me an update and was told that my items were ready to upload on the next truck I call back on March 10, 2015 I was told that my items will be arriving sometime that week. I have call numerous of time and I dont have a set date for my delivery my childrens dont have a bed at the moment becasue we got rid of their furniture when they left the voicemail on 03/08/15. I cant go any longer without furniture, I tried to cancel the order but they told me I cant. I can buy the same items in another furniture store and have it deliver by the second day of purchase. Is really unfair and I am requesting a full refund cash I wish I would have got recommendations from family and friends before being put through this horrible experience. WORST STORE EVER!!!!! THIS IS RIDICULOUS MY CHILDRENS SLEEPING ON THE FLOOR.. REALLY UNHAPPY I WILL NEVER GO BACKDesired Settlement: I WOULD LIKE MY FULL REFUND ASAP!!!!

Business

Response:

To whom it may concern,

The complaint was received regarding the delay of our customers order. We did immediately contact customer and apologize for the delay. Unfortunately we have been having issues with the manufacture due to them merging with another company. So we have been waiting on the mattress portion of the order and have since received them in and scheduled a day for delivery. Again we contacted the customer to apologize and for the inconvenience we took care of the remaining balance on the order so she did not have to pay any balance that was originally left. As of now she is currently scheduled for delivery. Thank you.

Review: Ashley Furniture Homestore at [redacted] had a Black Friday 2015 ad for [redacted] Toshiba LED TV. I still have the advertisement from the Spokesman Review newspaper. After waiting 7 hours and part of that in 15 degree weather, I purchased the tv. She said their computers were down, so she hand wrote a sales receipt, and told me she would mail it to me. [redacted] wasn't going to give me a receipt, so I asked and received a copy. On the receipt it says 55" Toshiba TV. When I went to pick up the tv, they gave me a Westinghouse 55" led tv. This is comparable to advertising a Ferrari and receiving a Ford Pinto. When I contacted [redacted] at Ashley Furniture ([redacted]) they said they couldn't do anything and to contact Customer service in Texas ([redacted]). After trying to persuade them to do the right thing, they wouldn't. The lady at customer service did say that they were supposed to be selling the Toshiba 55" led tv, but their supplier shipped Westinghouse. To make matters worse, the Westinghouse tv I received doesn't even work! They only had 5 tvs, that means that 4 other people are also victims of Ashley Furniture's scam.Desired Settlement: I need a tv. I want Ashley Furniture to give me the Toshiba 55" led tv that I purchased and was supposed to receive plus an apology.

I think that the other 4 people should receive what they purchased, also.

Business

Response:

I have reached out to the consumer and offered a few solutions. He is refusing every option. I offered to replace the TV with one that works. He refused. He said the brand was important to him. So I offered him a Sharp 50". He refused. I offered to give him his money back. He did not want that either. These are the options we have for him. We are happy to allow him to choose any one of them.

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.

Review: On 07/20/2014 we placed an in store order for a glass & wood media table and provided Ashley Furniture with a good check for $351.51.

The promised delivery date was 08/01/2014. I missed a morning income on 08/01/2014, however, the delivery truck arrived on time. The driver informed me that our furniture was damaged en route and promised a prompt replacement. I called the store to clarify the time frame for delivery of the new piece of furniture. We were told they have to order a new part but did not know how long that would take. We called the store back on 08/07/2014. [redacted] said it was being taken care of and they'll call us to schedule a delivery.

We waited approximately a week and called Ashley on 08/14/2014. This time we spoke to the store manager. His name is [redacted]. He said the damaged item was being fixed and a technician will call back with 24 hours. We waited until 08/18/14, called the store, spoke to [redacted]. He said the technician will call us within 24 hours. We called back on 08/19/2014 , spoke to [redacted] . This time his response was confused and vague, refusing to give us specific information on our furniture. On 08/20/14 I spoke to [redacted] and left a message for [redacted] to call back. He never called back. Since 08/01/2014, Ashley Furniture never called us, continuously lied to us about delivery and has not returned our phone calls.Desired Settlement: Either a commitment on a specific date and time to deliver our furniture in new condition (not with any obvious indications that it has been repaired)

OR

An immediate full refund of our money, that is $351.51

Consumer

Response:

Dear [redacted]:

The Ashley Furniture Store is completely unprofessional. BUYER BEWARE. It's been months now and we have never received our dining room chairs and barstools that were part of our Dining room table set purchased recently. (Sept 12th) Of course we paid in full on this day and nobody at Ashley Furniture cares or even bothers to return our calls. Managers appear to have no authority to resolve anything. Most don't even seem to have printed business cards? ( Red flag). Revdex.com has tried to help but got no response whatsoever. Today we are filing action in Small claims court and Attorney Generals office. Ashley Furniture Corp. no help either they just cite: "Each Ashley Home Store location is an independent franchise location and resolve your situation at local store level".

Review: I bought over 10 pieces of furniture from Ashley furniture in Oxnard, CA and I have yet to receive them. I ordered them early April, I was told they will be delivered by 4/30/13 and they have messed up on the deliver now 3 times. They have been very difficult to deal with as well, I literally just want the furniture I paid for but they really don't want to get it to me. I would definitely avoid this place if at all possible.Desired Settlement: I just want what I paid for, nothing more, nothing less. I don't think that's a lot to ask for.

Business

Response:

Review: went to this location which is in jersey and I live in NY due to a 50% off sale. When looking around I see all price tags are hand written and double the normal price. So when they give you a total price like in my case $10,700 for a simple bedroom set then they tell you well its 50% off of that. Whaaaat? lol. Cmon I wasn't born yesterday. I liked the bedroom set and dinette set so I purchased it. My dinette set was a countertop style with highback chairs. Unfortunately a few week slater I decided it was extremely uncomfortable. My numerous calls to corporate and location got the same answer, no returns after 72 hours. I said I was never told this, they said its on the receipt. LOL if you had a magnifying glass then maybe you could see this. They should make they unreasonable return policy very CLRESR verbally and initialed PRIOR to purchase. I would have never have purchased. I even said to charge me a restocking fee and give me store credit and they said no because they would lose money. I said would you rather lose a customer and you guessed it, they said yes. I feel the policy should be made very clear. I own 3 businesses and returns are just part of doing business. The dinette cost $1279 before tax and delivery and now its sitting in storage because I went and bought a set at macysDesired Settlement: Either a refund or store credit

Business

Response:

Hi Revdex.com Good evening! Hope all is well, just reached out to our guest regarding his request of returning a dining room set, guest will be sending in pictures for review no resolution was promised today, when spoke with guest.When pictures receive will review and get back to guest with a resolution. Thanks as always to bring to our attention.

Review: I purchased a chair on 2/16/13, initally I was advised the chair was in stock and should be delivered within two weeks. After two weeks the salesperson called me and advised the chair was now on backorder and I should receive it in a couple of weeks. Over the next two months the delivery continued to be pushed out. Finally I was notified it had been received and would be delivered on 4/9/13. They attempted to deliver the chair on 4/9/13 however I refused delivery as the chair they delivered was damaged. I contacted the store and advised I did not want to wait any longer for the chair and requested they credit my credit card. I was advised they would need to obtain approval to provide a refund. It has now been 1 week and I've called the store several times only to be told they have not received approval to refund my money.Desired Settlement: Credit my credit card for the full amount of the purchase

Business

Response:

?

We got in touch with the customer today can confirmed he got his refund over a year ago. The customer is satisfied and this is closed complaint on our behalf.

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 [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: to whom it may be of help,

I have just experience the worst customer service ever in my life. I bought a sofa bed and bed mattress with spring box form ashley furniture in Linden, NJ. My furniture was refused to be delivered and they ruin my already existing mattress. they came over to my place, they took away my old mattress and and put it in the trash, then they refuse to bring up my sofa so now. I asked them to take everything back to the store since I bought everything in a package deal and I wont just have one thing and not the other. then and they brought my old mattress back up, soaked in trash and expected me to sleep on it. so I told them to take it to the trash again cause it was soaked in trash. they refuse and left it on the sith floor for me to take it out. this is by far adding insult to injury. I called customer care and they refuse to compensate me for my ruin mattress. I hope you can help me.

[redacted]Desired Settlement: I would like ashley furniture to replace my old mattress or refund me the value of it so I can shop for it elsewhere since they ruin it.

Business

Response:

Hi Revdex.comGood morning!Hope all is well, in response to guest complaint, guest delivery was on 11-8-15, guest bought a sleeper sofa , mattress & box-spring, the mattress & box-spring was taken up to guest apartment first , and guest set had in home brought down. When the team attempt to fit the sleeper sofa in the elevator it could not fit. Guest stated he do not want the entire delivery & we need to bring up back the mattress we took from his home & take what we brought to him.The delivery team was advised to do the same, which they did, at no time guest reported that his mattress was wet nor did they leave it any way else that he did not authorized then to do. Manager, was on the phone while the entire delivery was being taken place, and they were a lot of options given to guest to accept the pieces that can fit which was the mattress & box-spring and then we can have him reselect a sofa that can fit in the elevator, or we provide a service that will take it apart in our Distribution Center, so it will fit in the elevator & we will send out a craftsman to reinstall as guest claims he want the same piece he bought. Guest refused both options and advise that we take everything back. The delivery team cannot walk a sleeper sofa to the sixth floor of a building it is not safe.Guest went same day to the store , and we went over the options stated above and he refused and claims he just want to cancel the entire purchased.We tried our very best to provide service to our guest and no fit we cannot be held responsible for as we go by the measurements and the information our guest provide to us. We will not be able to provide any compensation to guest and his order was approved to cancel without any fees and a full credit back to his card.

Review: I purchased a warranty and was guaranteed to receive the price returned to this writer if the warranty was not used ($249.95). Ashley Furniture in Helena Mt. has gone out of business. The guarantee expires 6/23/15. It is with Mortage Furniture Services and the warranty number Ashley gave me is [redacted]. I was guaranteed at the time of purchase that if I did not use this service I would either be refunded the money or be given a store credit.Desired Settlement: I would like to be refunded the amount of $249.95 or be offered store credit from an affiliated Ashley furniture store.

Review: I am writing to you regarding an issue with a purchase we made at the Ashley Furniture [redacted] in [redacted]. We have tried unsuccessfully to resolve it with the staff at your store and are quite frustrated. Here is a recap of the situation:

- On April 29 we purchased a sectional sofa at the [redacted] store. We spent considerable time in your store with our sales person, [redacted], as it was important that the sectional we purchased was comfortable. We spent time sitting on the floor models.

- Our sectional was delivered on Friday, May 15. My husband called me to tell me that the sectional was very hard. He mentioned it to the deliver people but they could be of no help. When I arrived home and sat on the couch I was extremely concerned at how hard all the cushions were - they are not stiff, they are hard.

- On the evening of May 15 I called the [redacted] Ashley location to speak to my sales person. He was not in and I was directed to his boss, [redacted], who I was told was the Sales Manager for the [redacted] store. I explained the situation to [redacted]. I suggested that we bring a cushion into the store to demonstrate. [redacted] said he would take care of it.

- On Saturday afternoon, May 16 we brought a cushion to the store. We placed it on the floor sample of the same model. [redacted] agreed that the cushion was hard. We were extremely disappointed and asked for a refund. He took our paperwork behind the reception desk and when he returned he clearly stated to my husband and myself that we would get a full refund and would not be charged a restocking fee. We told him that it was not fair to charge us a second delivery fee to pick up the furniture and he agreed to waive that.

- [redacted] stated that the credit would be processed by Tuesday, May 19 and he would call the warehouse to schedule a pick up of the sectional.

- On Tuesday, May 19, I called [redacted] (we had applied for the Ashley credit card for this purchase). They advised that there was no credit.

- Following the call to [redacted] I called the [redacted] Ashley store on Tuesday, May 19 and spoke to [redacted]. He advised that it was being processed, he was calling accounting, they were going to send him an email. I asked that he forward that email to me. I also asked again that he arrange pick up of the sectional - he said him would immediately call the warehouse.

- We heard nothing from [redacted] for days.

- On Friday, May 22, I called [redacted] Bank again. No credit.

- At 5:00 on Friday, May 22 I called the [redacted] Ashley store again and spoke to [redacted]. More excuses about calling accounting and calling the warehouse. I asked [redacted] to send me an email immediately confirming what he had promised 7 days earlier - a full and complete refund. [redacted] said he would call me back.

- 3 hours later [redacted] called and advised that I now had to speak to his boss, [redacted], who would be in the next day. He said he had talked to [redacted] and I needed to speak to him. After 7 days of expecting Ashley Furniture [redacted] to make good on the commitment for a full refund I was now getting the feeling we had been duped.

- At 9:00 p.m. on Friday, May 22, I received a call from [redacted], the warehouse manager. He was apologetic about the experience which he said he had just that night been made aware of and advised he would personally call [redacted] in the morning and call me by 12:00 on Saturday.

- At 11:30 a.m. on Saturday, May 23, [redacted] called me again and said we would need to speak to [redacted] directly. He said [redacted] would call me in 20 to 30 minutes.

- At 12:00 noon on Saturday, May 23, after not having received a call from [redacted] I called the [redacted] store again and left a message.

- At 12:45 on Saturday, May 23 [redacted] called me back and asked me to explain the situation which I did. He said he had not spoken to [redacted] which I found very odd based on [redacted]'s comment the night before about calling [redacted]. I advised [redacted] that we were coming into the store for resolution. It was clear to us that we were going to have to be face to face with them to get any action as our calls and messages were being dodged and we were being bounced from person to person.

- On Saturday, May 23, we arrived at the store to talk to [redacted]. He called [redacted] over - [redacted] lied to all of us that he never said he would give us a full refund. This was extremely upsetting to my family. I reiterated our numerous conversations over the past 8 days - he was silent - caught in his web of lies.

- Standing in the store it became clear to us that we were getting the run around from [redacted] and [redacted]. No initiative had been made to get us our refund OR to pick up the sectional at our house. Are we part of a scam from these sales people?

Needless to say we are extremely distressed about the way we have been treated and still no resolution. Even the sight of the sectional in our family room now causes me angst. Clearly the integrity of your staff is dubious to us, we prefer to deal directly with the corporate office to resolve this quickly.

Our request is simple, for Ashley Furniture [redacted] to follow through on what [redacted], your [redacted] Sales Manager had promised us - a full and complete refund. Again we are requesting someone come and pick up this sectional ASAP.Desired Settlement: Full refund of all costs. Pick up the couch.

Business

Response:

Ms. [redacted] was told that the Company is willing to return the sectional however the cus[redacted]er would be responsible for incurring a 30% re-stock fee which is a part of the policies and procedures. The cus[redacted]ers are made aware upon the initial sale that for any reason they choose to return the furniture they are responsible for paying the re-stock fee. A furniture Technician has approved the merchandise for return and as stated the Company is willing to accept a return of the furniture with the 30% re-stock fee. The cus[redacted]ers are made aware of this policy up front and they sign their sales receipt verifying that they have read and understand the Companies policies.It is our full intent to work with the cus[redacted]er and accept a return of the furniture however the cus[redacted]er is responsible for paying the 30% re-stock fee.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I believe I was crystal clear in my very detailed complaint. [redacted], who we were told was the Sales Manager, made a verbal commitment to us in their store on May 16 that we would receive a full refund, would not be charged a restocking fee or any additional fees. For the following seven days and over several conversations he continued to lead us down this path. Please note the following:1) The inspector came only after my husband went back to the store AGAIN and asked for some action2) NO ONE at Ashley, the store or corporate has responded to any of our calls, emails in the last week - they have completely ignored us. Only through this complaint with the Revdex.com have we received a reply. Shameful cus[redacted]er service!3) The restocking fee is not conspicuous. It was not told to us prior to ordering, it is not posted by the cashier desk or entrance to the store (we have dated pictures to prove this). It is only in small print on the bot[redacted] of the back of the invoice. This is not even the point AS WE WERE PROMISED A FULL REFUND BY [redacted].4) According to CT state law we are due a complete refund if we contact the store within 72 hours of receiving the merchandise - we contacted the store same day of delivery. The resolution we are due is a complete refund and they pick up this piece of furniture.

Sincerely,

Business

Response:

The cus[redacted]er's merchandise is being picked up and they are receiving a full refund of their purchase.

Review: Two years ago I had purchased a sectional sofa from Ashley along with a protection plan for 5 years. On January 9, 2015 I filed a claim because the arm rest was broken and the middle seat had rips [redacted] visited my home on January 19, 2015 and determine that the sofa parts were discontinued and authorized me to go back to Ashley and reselect a new set on 02/26/15. In which I reselected a sofa and love seat that was set to be delivered on 03/13/15. On 3/13/15 Ashley was only able to deliver the sofa and told me that the love-seat was on back order until 3/25/15. Two days before the schedule delivery Ashley called and said that the loveseat was discontinued and that I should go back to the store and reselect. On 3/27/15 I went back to the store and reselected a new set in which I received a delivery date of 4/25/15. Two days before I was to receive the delivery they called and said that it was on back ordered and that they would deliver on 05/03/15. Again two days before delivery they told me that they were only delivering the sofa because the loveseat was on back ordered. On 5/3/15 they picked up the original sofa that was delivered on 4/25/15 and deliver the new sofa with the promise that on 06/05/15 they would deliver the love seat. Today June 2, they called again and said that the loveseat continues to be on backordered. It has been three months that I have been dealing with this problem, I asked the manager to just pick up the sofa and refund me the credit so that I can purchase from another furniture store. They told me that they cannot return the money to me to go an purchase to another store. But I cannot continue to wait for furniture.Desired Settlement: I want the credit that was issued by the protection plan in a check so that I can go purchase my furniture to another store. I cannot continue to reselect and keep taking days off for promise deliveries that never come. I also want a full refund of the money that I have already paid to Ashley Credit card.

Business

Response:

June 15, 2015, 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] did purchase furniture alongwith a 5 year extended warranty from our store In June of 2012. [redacted] hereached out to [redacted] 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] set to an all power set at noadditional cost to him. [redacted] is choosing not to wait, he did go in to our location and reselect newitems that were also upgraded to power for him , they were delivered to him onTuesday June 9th, 2015. [redacted] was happy with the resolution for his issue 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] 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

Review: On December 20, 2015, we purchased a bedroom set from this store...The furniture was delivered on January 2, 2016.

After the delivery and installation was completed, we noticed that one of the storage drawers (of the storage [queen] bed that we ordered) was not installed correctly and was stuck in the (halfway) open position.

We went to get the delivery men, but they had already left, so we call the store and they were already closed.

On the next day, we told them of the issue and they assigned us an order # for replacement parts.

We waited 2 weeks and did not hear from them. We called back and they did not have our order #..."It must have been lost." So, we received another order number and waited another 2 weeks without them calling.

I emailed them and they gave me a direct line to their South Brunswick store to speak to someone there (because they did not handle the after sales 'concerns' and this was a 'delivery' problem). However, the number that they gave did not work properly. The automated system associated with it did not recognize the phone prompts and disconnected the calls after 3 tries.

So, after that added aggravation, and attempting to call approx. a dozen times (I recorded one of those attempts), I went to the Freehold store to let them know about our situation. While there, they connected me with someone from the South Brunswick store (Scott E) who assured me that the situation would be handled personally. After a few minutes, he told me that the part would be delivered by February 8th.

It is now February 9th and I can not get through to them nor have we even received a tracking number stating that the parts were shipped.

It has been over five weeks and the only thing that we have received has been the 'runaround'.

No parts;

No tracking number;

No phone call (we can't even get through to them via phone);

No email.

Just more waiting while the bed that we have has a drawer sticking out that causing a dangerous tripping hazard and impact hazard.Desired Settlement: I think that it is only fair that after all of this time, the aggravation, the disrespect and the runaround that the new parts be shipped immediately and that the entire cost of the queen bed (drawers, mattresses, etc,) be refunded.

NOTE: We ordered a dresser, a mirror and also a nightstand as well as the bed. The other items appear satisfactory and we do not have any issues with them, just the bed.

Business

Response:

Hi Revdex.com, Good afternoon,Hope all is well, this e-m is in response to our guest [redacted] I have spoken with our guest yesterday 2-9-16 and apologized for their inconveniences ,advised since the components we have ordered for her is on a shipment delay, we will no longer forego with ordering components but will exchange the unit. Mr. agreed and is scheduled on so# [redacted] for delivery date 2-20-16 to exchange out the components .When received this complaint today 2-11-16, I have reached out to our guest and left message to call us back, as we can move up the delivery date sooner, unable to honor guest request to refund in full, but will offer $100.00 store credit towards any future purchases , this will be valid for one year and will be issue when guest in store make purchase.Thanks as always to bring to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business is not showing an adequate or satisfactory attempt in compensating for their incompetence. We did not request a full refund, only the cost of the piece of furniture (storage bed; $2700) that we have not been able to use as purchased over a month ago, and that currently causes a safety hazard in a child's bedroom. After several weeks of runaround, we were 'promised' a delivery THIS week and now that delivery has been POSTPONED, YET AGAIN to February 20th and they still refuse to guarantee a delivery time of first delivery that morning. As for the $100 credit, that offer is worthless being that we will not purchase anything from there again, considering that the company has shown that they can not guarantee satisfactory delivery and installation, competent customer service, or even guarantee a replacement part within a reasonable amount of time.

Regards,

Business

Response:

Hi Revdex.com Good evening ! Hope all is well, reached out to guest , spoke with Mr. and apologized for his inconveniences , guest is scheduled to receive his delivery tomorrow and offer $75.00 more lower to his finance. The total compensation offered is $175.00 lower to guest finance. Thanks as always to bring to our attention.

Review: My father [redacted]. and myself [redacted], went to Ashley Furniture in Spokane,WA (Newport location) to shop for furniture for my fathers new home on May 30th 2013. My father has stage 4 Prostate cancer and is very ill but wanted to accompany me with the purchase. I advised the salesman [redacted] that my father was terminally ill and that we needed furniture ASAP to our home as time was not on our side b/c of his health and we have family traveling from across the country to visit. I specifically asked what the delivery times would be before I would move forward with a purchase. [redacted] stated "it can sometimes take 6-8 weeks, but it should be here within two weeks, all we have to do is have the furniture put on the truck down in California and they drive it up here". I again looked him in the eye and said "we need it here no later than two weeks, my father is doing very poorly and we have family coming on June 6th" he agreed and assured it would be by June 13th. I then place a call on June 7th to ask [redacted] if we are still on for June 13th delivery and if they had any items in the valley storage that can be delivered because we need those things here since they are not in California. [redacted] then states that the delivery is going to be the 20th and that he has had a dresser and night stand that was for my father sitting in the Spokane valley warehouse. I then asked why he has not delivered it and has not communicated to us the change in delivery.Then I told him I needed to relay this conversation to my father and would call him back. My father was extremely upset and wanted to be taken to the store to speak with [redacted] in person. We (myself,father, fathers sister and girlfriend) all went into Ashley and spoke with [redacted] in person, asked for a refund we were told no, and we would be required to pay a 10% fee and the rest would be instore credit only. We want a full refund, public disclosure of this inhumane greedy company. I also have photos and video of how my father has been forced to live. God BlessDesired Settlement: DesiredSettlementID: Other (requires explanation)

We would like a full refund and the dresser and night stand that was delivered to be picked up also. My father has been unable to use his two items because he hs now been admitted to Sacred Heart Medical Center with rapidly deteriorating cancer and stress due to this situation. I have my father on video commenting on his dissatisfaction about how he has been treated and that he feels he has been robbed from peace and tcomfortable time with his f

Business

Response:

Customer

came in looking to purchase on 5/28/13 but didn't purchase until 5/30/13. They

purchased two bedroom groups and a Tempur-pedic mattress set. At the time of

purchase everything had a tentative date to arrive within 3-4 weeks, with the

exception of the mattress which was delivered that week. These times do

fluctuate depending on production from the factory. For that reason we have

customers sign our contract indicating the following:

Delivery: As items are

special ordered at time of purchase the tentative delivery time for

goods is 2-6 weeks. Due to possible delays and irregularities in manufacturing

and shipping this time frame is only a guideline and your actual delivery time

may vary. Customer

came in the first week of July (within the time frame indicated on the

contract), and we advised that the merchandise would be available for delivery

the following week. The customer refused and wanted to cancel the order. We

tried to offer other solutions but they refused. All merchandise is ready but

customer is still refusing delivery. We feel we have done nothing wrong and are

within contractual terms. Items are ready; customer just simply has to accept

delivery. We have tried to contact customer directly as well, and are waiting

for a returned phone call.