Ashley Furniture Homestore

Review: We went to the store to buy bedroom furniture as there was a huge advertisement of sale. During our visit we met a young sales representative, who was dealing with us for sale. We found a bedroom set suits our need which was there on display. The display included a full bed frame, a night stand, dresser with mirror, a bench and five(Approx) drawer chester. As per our need we removed chester and included one more night stand in our order by showing the representive. Then we worked on a price and end up buying what we told the representative. Now the order slip includes itemized name of each unit (including desser), which is very hard to understand for consumer like us with less experience of buying furniture. As a first time buyer I was in impression that dresser must include mirror as it was on display. But Few days later when we received our order at home, everything came fine as we ordered except there was no mirror for dresser. Delivery guy confirmed in the list of our order and told us that mirror was not ordered. So we went to store the same day to resolve the problem with the same sales representative. But He didn't responded well, instead he offered to buy the mirror with full price if we want. we talked the customer service representative that we were not properly informed about the dresser doesn't come with mirror. we also mentioned that we never refused to buy a set without mirror. But she refused to listen as well and offered the same to buy a mirror with full price.

As a whole, we beleived that we were not instructed properly while writing the order for dresser-mirror, that both the item must list seperate. While ordering we showed all displayed item on set up to order, which include whole bed as set up, two night stands, a bench and dresser with mirror. So it is a mistake of representative not to include mirror in the list of our order. As we paid the price including mirror, we must get the mirror without any extra charge.Desired Settlement: We want the respected mirror sent to us without any extra charge.

Business

Response:

Hi Revdex.com Good eveningSpoke with mr. [redacted], and advise him we will offer the mirror to him for free , it will at no cost to him.Went over guest original paperwork with him and the mirror was never purchased and paid for, but we will like to make our guest happy and provide our five star guest services.thanks as always to bring to our attention.

Review: I shopped at Ashley furniture in Spokane for living room furniture. I asked salesman [redacted] to check warehouse for delivery time on that set. [redacted] told me it would be less than two weeks for delivery. I paid in full for the furniture and then was asked to initial a page of information on delivery issues. I wrote in that I only agreed to wait for up to two weeks. I told [redacted] I was not willing to buy furniture if it would take longer. They handed us an envelope on our way out which we didn't open until we were driving home. The sales receipt said they can take take from two to eight weeks or longer for delivery. I called the sales manager when we got home and said I didn't agree to wait that long. She said absolutely no refunds and we would have to wait as long as it takes. She also said the loveseat was showing it would take even longer! She was so rude and didn't care at all that I was lied to! I was appalled and went online to discover hundreds of consumer complaints from people waiting even 20 weeks for furniture to arrive from Ashley. I believe it was deceptive practices and I do not want to pay for furniture that will take that long! I did not agree to that and sales person and manager lied to get the sale.Desired Settlement: I asked Ashley to void the sale one hour after the purchase and they said No Refunds No Matter What. I want a refund.

Business

Response:

Customer has been delivered within the 2 week time frame. We apologize for any inconvenience.

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: We ordered and paid for $13,800 worth of furniture from this business. The sales woman, [redacted], told us when we made our purchase that we could expect our furniture to be delivered within 2-6 wks. This was on 6/24/15. At the time of purchase she told me that she would contact me on 6/27/15 or 6/29/15 to give me the estimated date of delivery. I did not hear from her on these dates so I called the store on 6/30/15 and spoke with her. She informed me that our furniture would be delivered surprisingly early, middle of July for most of the items and end of July for the rest, but that they could make a couple deliveries to get us our furniture. She then told me that she had to look into it more and asked if she could call me the next day to confirm everything. I agreed and then never heard from her again. I stopped by the store a couple days later and spoke with a guy named [redacted] at the front desk. At that time he looked up our account and informed us that our furniture wasn't going to be delivered until the middle of August. That most of our stuff was on back order. That was approximately 2 wks past the expected delivery time that we were given. After getting nowhere with the store, we contacted the corporate office. They have given us the runaround as well. We spoke with a gal named [redacted] and she was very helpful at first and was trying to compensate us for everything that was going on. She told us that she was waiting for an answer from her superior as to what they could do for us and that she would call us back on 7/10/15. We didn't hear back from her so I called back on 7/14/15. I spoke with [redacted] who told me that [redacted] had switched departments but that she could help me. At that time she informed me that the majority of our furniture was in the warehouse in Spokane and that we could call scheduling and get a delivery scheduled for 7/16/15. We did so and called on 7/15/15 to get our estimated time of delivery for the next day after my husband took the day off to be home for the delivery. At that time we were informed that our furniture was on a truck that didn't make it to Spokane so there would be no deliveries made on 7/16/15. We now still have no furniture, no idea as to when it will be delivered and nobody knows anything.Desired Settlement: we would like for the company to communicate with us honestly and give us a date and time that our furniture will be delivered.

Business

Response:

Customer has been contacted and she was scheduled for delivery on 7/16/2015.

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 did receive some of our order on 7/16/15. However, we are still waiting for 3 pieces of our sectional, a sofa and a chair and a half. Nobody has contacted us to give us any information as to their whereabouts or when they will be delivered.

Regards,

Business

Response:

I contacted Ms. [redacted] and apologized for the inconvenience. I confirmed with her the pieces in which they are waiting on. I have confirmed that they are on order and advised her that we would get her delivered just as soon as they came in.

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.I did have some more furniture delivered on July 31st. However, 2 pieces of the sectional that were to be delivered that day were both damaged and we refused the delivery of them. My husband at that time called the manager of the store that we had been working with and told him that he would need to reorder them. My husband was told that it would get done. We assumed all was getting ordered and we would hear from the store as soon as they had a delivery date. That was not the case again. I received a phone call from someone in Texas on 8/7 (a week after our delivery) asking about the items that we had returned and trying to fix the problem. At that point we found out that the pieces we had rejected the week prior had STILL not been reordered, and from speaking with the man who called, he had no idea as to what we were even waiting for. He took all the information from me and said that he would look into it and call me back by the end of the day. Never spoke to him again. I then called the manager in town that we had been working with and asked him if the furniture had been reordered. He informed me that he did not know because it was no longer his department, after he assured my husband on the phone that he would make sure they were reordered. At that point- Me calling Them- I asked if the other stuff had been ordered and if he had a delivery date, which he gave me the end of August, first week of September. (Twice the amount of time that we were told when we initially made the purchase back in June). I then had to call another department to find out if our rejected stuff has been reordered. Still have yet to hear from them. We have now already started making payments on our furniture and don't even have it all. I will not close my complaint or accept any responses until I have all the furniture that I have ordered.

Regards,

Business

Response:

We have been in contact with the consumer and advised them the correct pieces are on order but are on backorder until mid September. We will delivery as soon as they come in.

Review: I have been in touch with Ashley Furniture both in e mails and on the phone

Trying to resolve the issue. I have already paid for my table and chair set

And 2 bar stools . But I still don't have any of my chairs?! They have been bringing me damage chairs each time . The chairs are not level and they are damaged.

I can't get a manager to respond or resolve my issue.Desired Settlement: To have my chairs delivered in good shape.

Review: I purchased 3 tables from Ashley furniture home store in New Brunswick NJ on 8/29/15. Was told I received the Labor Day sale, only to find out that when I go online the same tables are half the price and free shipping. I called customer service and was not only on hold for half of an hour but I was told that if I was to purchase online it is coming directly from The warehouse and not one of the stores they are just franchises. Which I completely understand but Iwhen I asked if they could have them delivered to a closer store where I could pick them up instead of paying a $90.00 shipping fee they told me that this was the store that was where all pickups are from. So my complaint is if this is the only store that items can be picked up from to me that means that they are ordering from the same warehouse I would have ordered from online and had them delivered for free and paid half the price. I could have sat home not wasted gas in my car and my time and ordered online for half the price. I feel I have done all the work and they are making a huge profit from my time. Ashley furniture is Ashley furniture and they should sell for the same advertised price whether you are shopping online in the comfort of your own home or going to the store.Desired Settlement: Would like my shipping fee of $89.99 refunded and would like the tables for the price they are advertised for online. I paid $645.07 for three tables and shipping. Online I would have paid $329.97 with free shipping. I would like a price adjustment.

Business

Response:

Hi Revdex.comGood evening!In response to guest e-m, guest made purchased and had furniture delivered and assemble, call in to inquire about price matching online. Spoke with guest and advise yes, we will price match the furniture only guest inquire about the delivery fee advise will not be able to honor as the price match is only for the furniture only, as per Ashley on line pricing. Guest was told we do not refund after 72 hours of making the purchased, but since she is not happy receiving a store credit a refund was okay ed. When guest was called by the store refused to accept the refund as guest stated she wants her delivery fee back.Call guest back today 9-10-15 and advise we will honor the price match for furniture but we will not be able to honor the request for the delivery fee.Thanks as always to bring to your attention.

Review: On January 19,2015 I went to Ashley furniture to purchase furniture and to this day I have not received my missing furniture. I have spoken to every manager and employee in that store and nothing! I finally spoke to [redacted] or [redacted] who is the store manager who said he would resolve the issues and as of today 6/4/2015 I have not received my furniture nor has he called to check in or let me know what the problem is. this is extremely poor customer service and just outrageous! I have never seen such horrible customer service! I am one of many customers who have had and or are going through this problem!Desired Settlement: I would like my complete furniture, and a billing adjustment that I have been paying for the last 6 months!

Business

Response:

[redacted] was spoken to by [redacted] and he confirmed with her that she would be receiving delivery on Friday 6/12/15 she was well aware of that as well.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 6 months from date of purchase and barely receiving merchandise is unacceptable!

Sincerely,

Review: 02/18/2011 I purchase a couch, a chair and an ottoman - the sales person failed to tell me that the couch was not real leather. The sales person told me the warranty that I purchased WOULD cover the stuffing if it were to become misshapen. I was also NOT told that the warranty WOULD NOT cover cracking and peeling. The ottoman is now misshapen and the "leather" is cracking and peeling - The warranty company denied my claims.

Ashley furniture mislead us into purchasing fake leather and a worthless warranty.Desired Settlement: I would like a refund of the cost of the warranty or I want the warranty company to fix the problem since I was mislead.

Business

Response:

Review: I purchased this couch on March 1,2011.I have a five year warranty .The couch is peeling like a snake. The day that I purchased the couch salesperson [redacted] convinced me to get a warranty. I purchased the warranty and now it seems like I was beat out of my money. THE customer service people ,are telling me that there warranty only last a year . I feel like they should have put a sign on the couch ,that say this couch will start to peel after two years buy at your own risk. I would feel much better if they would have done that.This company is getting over on hard working people and its not right.Desired Settlement: I would like the store to fix my couch or to replace the couch.

Review: I bought a leather love seat and sofa living room set from Ashley Furniture HomeStore on 03/30/2012 and it was delivered 04/06/2012. We purchased a 5 year warranty along with the living room set. The leather on the sofa is peeling however the leather on the love seat is not peeling at all and is in perfect condition. Keep in mind that we sit on both equally. We have been asking them to replace our sofa since 08/03/2015 however they just contacted me 10/14/2015 and said they are not replacing the sofa with another sofa. Instead they said they would provide us with 2 love seats. The warranty says that they will replace THE EXACT ITEM, however they are refusing to replace the sofa with another sofa. They want to replace the sofa with another love seat which is not an acceptable outcome according to the warranty.Desired Settlement: I want my sofa replaced with a SOFA as the warranty promises and not a love seat.

Business

Response:

Hi Revdex.com Good morning! Hope all is well, I have reach out to our guest and apologized for the inconveniences, working to order the sofa material for guest. Thanks always to bring to our attention.

Review: I purchased a desk and matching desk chair. When shopping for the desk chair, I asked the sales person if the matching chair could support a 300 pound person since I am a large person. I was told that it could, so I purchased the chair. Cost of the desk chair was $298.50. Chair was delivered on 9/4/2015. On 10/7/2015, I realized that the chair was cracking and the back of the chair was leaning very far back. The chair was broken and the back was about to break off. I called Ashley Customer Care and sent them pictures. They agreed it was broken, but they would not give me a refund. They would only offer store credit. There were no other chairs that I liked, and frankly, I think I would have the same problem with any of their chairs.

Can I please just have my money back?Desired Settlement: Refund of the desk chair for $298.50

Business

Response:

Hi Revdex.com Good Afternoon! Hope all is well, call guest and advise we will make an exception to refund him as a one time courtesy.If a guest received delivery and there is a situation we should be allow to correct, guest call in and requesting resolution of refunding . we have offer guest a reselection but refuses. Guest advise we will pick up the chair on 10-23-15 and when receive back then the refund will process. thanks as always to bring to our attention.

Review: On 2/21/15 I put a $100.00 check deposit toward the purchase of a bedroom set. Store policy states that deposit will be refunded if the order is cancelled within 72 hours.

On 2/22/15 I returned to the store in person to cancel the order. I was told that my check deposit was already deposited and my check could not be returned to me that day. I was then told that the store accountant would not be back at the store until 2/24/15. At that time, the accountant would process and mail me a check for my full deposit of $100.00.

As of 2/28/15 I still had not received my deposit. I called the store that day and spoke with the customer service manager. I was told that the accountant had in fact not been at the store to process any transactions on 2/24/15. The next time the accountant would be on site would be 3/3/15. I was guaranteed that on 3/3/15, the accountant would process a check for my refund and it would be mailed by 3/4/15.

I have a receipt from [redacted] showing my cancellation of the transaction with an estimated arrival date of my refund as 3/10/15.

Prior to initiating this complaint today, I called the store again. I spoke with a store manager. I was told that he could not help me with this matter because "there is no one here to do that today".Desired Settlement: Full and immediate refund of $100.00.

Business

Response:

Good afternoon, [redacted] was contacted and told about her refund check being issued and available for pick up at the [redacted] Store Location. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was never at any time "contacted and told about her refund check being issued and available for pick up at the [redacted] Store Location." I was told that the refund check was NOT processed and when it was it would be MAILED to my address.

Sincerely,

Review: Ordered furniture on March 13, 2014 and Ashley's Furniture Homestore has not delivered the furniture as sold and as advertised by their in store personnel. Even though Ashley Furniture HomeStore has failed to deliver the ordered furniture, I am being billed me for product I do not have or been given. Ashley Furniture has repeatedly lied about possible delivery dates, failed to honor their sales contract and shows no signs of resolving this issue.Ninety (90) days have passed and the furniture order has not been completed, and Ashley Furniture continues to use deceptive sales practices and shows no sign of trying to complete or honor this sales contract.Desired Settlement: Due to the gross negligence and lack of professional sales practices from Ashley Furniture; I as the consumer would like to have the product order filled or the entire order removed and taken back at no expense to me.ORAshley Furniture does not bill me until the furniture order is filled and completed.ORThis situation leads to litigation in small claims court within Spokane County.

Business

Response:

We ordered the drawer and it shows it was delivered on May 2nd

2014 at 12:42 pm.

Review: I purchased a bed including a box spring, mattress and bed frame from Ashley furniture. I have had these items for 2 months. My fiance` has a history of Hodgkin's Lymphoma and we are extremely diligent about maintaining our environment and habitat. I was horrified to find mold (accelerated growth) on all parts of the bed. Their is no other mold anywhere else in my dwelling. It is clear to me that it is from this Ashley product. For the last week I have been getting the run around from Ashley furniture both corporate and the individual store. To date no reparation has been made. At this point I need a full refund. I cannot trust another bed set from this same store as my fiances` health is of the utmost concern. Please advise and help.Desired Settlement: Full refund due to health issues.

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 7/22/2015 by [redacted] did purchase a Bed from us onApril 25, 2015 and it was delivered on May 10, 2015. We received a phone call from the guest statingthat the bed as well as the mattress and box spring were covered in mold. We have no issues with mold on any of ouritems in our warehouse and the items ordered for [redacted] were on in ourholding center for a few days they were all boxed and wrapped until rightbefore the delivery. These items weredelivered to a basement apartment in May, there is no indication that theseitems were delivered with mold, as it would have been notice during thedeluxing and or delivery process. Guesthad in their basement apartment for 2 month before calling in to report. Unfortunately, at this time there is nothingwe can do for this guest. Mold due to elements of living quarters are notcovered under any warranty we offer. 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 hasbeen 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 Please not this response was sent out to you on July 29,2015

Review: I spent more than $4000+ on a brand new bedroom set (king bed, mattress, dresser, 2 night stands) from this Ashley home store in North Brunswick a little over 1 year ago. (Around June 2013). My king bed and the night stands and dresser are starting to have product issues. There is this glossy white material appears to be glued on top of the wood, this material is surrounding the entire surface of the furniture. When it's new, everything looks nice and shiny. Now only after 1 year, the material is starting to pop up and cracking, and starting to peel off. It's clearly a product issue, that this thing will just pop up and crack open, making the bed look terrible.

When I tried to contact customer service in Ashley home store New Jersey, they refused to do anything, other than sending a craftsman to try to glue it back together. They claimed that they have no replacements available, which I know is a lie, because I went to the North Brunswick store and see that particular white glossy bedroom set is still on sale there.

With the money I paid, I expect my expensive bedroom set will last more than 1 year. I only think that's fair. I spent more than 4000 for this bed. Now that I have paid off everything on the furniture, so I could not hold Ashley responsible for such a gloss bad product.Desired Settlement: Replacement of the bedroom set. This problem is only gong to get worse, and peeling and popping more as time goes on. Maybe I need a refund if that's the way this product is, so expensive and short life.

Business

Response:

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, [redacted]. Mr. [redacted] purchased a bedroom set from us back in 2013. We received an email on or about 12/3/2014 to say that his bedroom set was damaged and he was looking to have it replaced. He sent in photos of the damaged set. He was out of his one year manufacturing warranty and did not have an extended purchase protection plan. After evaluating the bedroom from the pictures and reviewing it was clear that the bedroom veneers were lifting. The veneers can be repaired, and even though the guest is outside of his one year warranty, and has no extended warranty we did agree to send service to him at no charge. The service was sent to our outside vendor on December 4 and Mr. [redacted] is set up to have the craftsman visit his home on 12/23/2014. We have certainly tried to go above and beyond for Mr. [redacted], and gave him a resolution before he wrote in to the Revdex.com. Therefore we are requesting that this complaint be dismissed as invalid. 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 Mr. [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

Business

Response:

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, [redacted]. Mr. [redacted] purchased a bedroom set from us back in 2013. We received an email on or about 12/3/2014 to say that his bedroom set was damaged and he was looking to have it replaced. He sent in photos of the damaged set. He was out of his one year manufacturing warranty and did not have an extended purchase protection plan. After evaluating the bedroom from the pictures and reviewing it was clear that the bedroom veneers were lifting. The veneers can be repaired, and even though the guest is outside of his one year warranty, and has no extended warranty we did agree to send service to him at no charge. The service was sent to our outside vendor on December 4 and Mr. [redacted] is set up to have the craftsman visit his home on 12/23/2014. We have certainly tried to go above and beyond for Mr. [redacted], and gave him a resolution before he wrote in to the Revdex.com. Therefore we are requesting that this complaint be dismissed as invalid. 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 Mr. [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

Business

Response:

To Whom It May Concern: In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, We received Mr., [redacted]s response. Per our first letter we did agree to send out our service craftsman to correct this set. We did receive a report back from them stating that they were unable to correct properly. Our Service manager called Mr. [redacted] to let them know that based on this report from the craftsman we would be allowing him a reselection of the entire bedroom, excluding the mattress. This was done on December 22nd, which was two days before we received Mr. [redacted]s response via the Revdex.com. It has never been Ashley Furniture Home Stores feeling that Mr. [redacted]’s claim was invalid, just the he did not give us the opportunity and time to follow our procedures and protocols, we are still requesting the this be removed from our file as invalid, as Mr. [redacted] would have had the same results without filing a complaint against us. 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 Mr. [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

Business

Response:

To Whom It May Concern: In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, We received Mr., [redacted]s response. Per our first letter we did agree to send out our service craftsman to correct this set. We did receive a report back from them stating that they were unable to correct properly. Our Service manager called Mr. [redacted] to let them know that based on this report from the craftsman we would be allowing him a reselection of the entire bedroom, excluding the mattress. This was done on December 22nd, which was two days before we received Mr. [redacted]s response via the Revdex.com. It has never been Ashley Furniture Home Stores feeling that Mr. [redacted]’s claim was invalid, just the he did not give us the opportunity and time to follow our procedures and protocols, we are still requesting the this be removed from our file as invalid, as Mr. [redacted] would have had the same results without filing a complaint against us. 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 Mr. [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:

- Please keep this case open until the followings are met:a. The refund for my bad bedroom set is processed and the money is refunded to me.b. The replacement bedroom set that we paid with my credit card (extra cost until the refund is processed) is delivered and in good quality. The old (bad) bedroom set is taken out.I will update Revdex.com if there is any updates. Thanks.

Regards,

*

Consumer

Response:

I am rejecting this response because:

- Please keep this case open until the followings are met:a. The refund for my bad bedroom set is processed and the money is refunded to me.b. The replacement bedroom set that we paid with my credit card (extra cost until the refund is processed) is delivered and in good quality. The old (bad) bedroom set is taken out.I will update Revdex.com if there is any updates. Thanks.

Regards,

*

Review: I purchased a bedroom set on 3/2013. On April of 2014 I filed a complaint with the insurance company about a cracked that was in the head board. The insurance company was suppose to send me out papers so I could put in a claim. On August 2014 I put in another claim because the whole bed fell to the floor. I spoke to several individuals from the insurance company to sales representative from [redacted]. Today August 28 the insurance company told me that by bedroom set was not covered under the plan that I purchased but the sales representative from [redacted] told me that the store would take care of it and some would be calling me back in a half of hour no one ever contact me this has been going on for a week now . I just want a new head board and foot board it is only a year old and I am out of 1100 . I sent pictures to the insurance company and to [redacted] this is clearly a manufacturer problem the head board should not have cracked.Desired Settlement: I just want a new headboard and foot board while moving the footboard so I could have room to walk in my room because my mattress and box spring has to go on the floor the foot board came a part like this is poor quality of wood.

Business

Response:

Please see attach letter in response to claim # [redacted]. Guest was contacted and unable to left message regarding the resolution on phone number ###-###-####.

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.

Review: I was sold defective furniture. The product I received was not the same quality as the product on display in their showroom. I called Ashley Furniture numerous times over the last 2 plus months and have been getting the run around. I was told there was an issue with the furniture I purchased and was told they were going to take care of the problem. I notified them of the problem right after delivery which was on September 20, 2015. They said they were ordering new fill for the back pillows. There is no back support on the couch or love seat and you can not sit on them. Last I was told they are looking into taking the furniture back as the tags are still on them. I have not been able to sit in my living room to watch TV in over 2 months.Desired Settlement: I would like Ashley Furniture Home Store to take back their furniture and issue me a refund for the full amount of my order.

Business

Response:

Hi Revdex.com Good afternoon!Hope all is well, spoke with guest and apologized for the inconveniences, guest is requesting to return his living room set as it is not comfortable & hurting his back.The set is not damaged, it is a comfort issue, a craftsman is schedule to go out to inspect guest living room set , when inspection complete will call guest with update and resolution. Thanks as always to bring to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I am being told the same thing I was told 2 1/2 months (10 weeks) ago on September 21, 2015. They would order replacement parts for something that is quote, brand new. They knew this product was defective and did nothing to address the problem. It is not a comfort issue. It's a quality issue. Why did it take me filing a complaint with the Revdex.com for them to finally call me back.

Regards,

Review: I bought 2,700 worth of furniture from Ashley home furniture and when it was delivered, it had scratch marks that the selling Agent assured me were damages due to transit at the store. I called and sent in pictures to their customer service and demanded an exchange and received to help fro their end.

I have contacted Ashley Home Furniture over 4 times in the past three weeks. The first time I was asked to provide my contact information which I did and no one responded to me. The second time the representative names [redacted] responded and said that the reason she did not respond earlier was because she did not receive my contact information, which is incorrect because I provided that and have proof in my emails to them. Once I replied to her email she did not respond again. The third time I emailed them they just didn't even bother to contact me.Desired Settlement: I wish to have the furniture taken out of my home and refunded for my purchase in its entirety due to the lack of service and unhelpful representatives that this company has.

Business

Response:

Hi Revdex.com Good evening Hope all is well, [redacted] one of our Lead associate is working with guest, the dining room set our guest received is the way displayed in our showroom. The set is not damaged , [redacted] call guest today left a detailed message for guest to call us back also send an e-m to guest to advise a message left on his hone. We will not be able to take the set back as it is not damaged, that is the way the set is manufactured . We will be more than happy to have guest come back into our showroom and go over the set with him as displayed. Thanks as always to bring to our attention.

Review: In January or February of this year I purchased a box spring and mattress for my son. A couple of months after I purchased the mattress he complained of bumps and I never thought in a million years that it would be his brand new mattress. Yesterday night I went to his room and notice a bed bug was crawling on his bed when my husband and I pulled the sheets off the mattress we saw nothing but when we pulled the stapled material away from the box spring we saw hundreds of bed bugs. That is proof that this bed was delivered with bed bugs inside and it had to come from the warehouse the bed was located. I did some research online and saw that there were several other complaints regarding consumer's that purchased mattresses from Ashley Furniture store that contained bed bugs. The bed was not cheap and I"m currently still paying for a bed that I can't use. I had to through the box spring and mattress away. I called Ashley furniture at 12pm and was told I would get a call back I called again at 8pm and was on hold for 30 minutes and the manger in two seconds said there is nothing I could do for you. We don't cover bed bugs she seemed like she did not care she did not say let me reach out to the warehouse department to do some research she just flat out said I can't help you. The bed bug was only in my sons room inside his box spring that was stapled up. Bed bugs can live up to a year I know his bed came with those bed bugs and have been biting him. His room was the only room in my house that had bed bugs so I know it came from this bed. Please lo0k into this for me so that know one else will have the same problem. My son has no mattress or box spring to use but I'm still left with paying the credit card bill for the bed.Desired Settlement: I would like a full refund of my box spring and mattress since I had to through it out. I would accept another mattress as long as it is from another warehouse and I would have to inspect it before the delivery people leave my house.

Business

Response:

Hi Revdex.com Good afternoon! Hope all is well, spoke with guest today and advised that we will not be able to refund her for her mattress & box-spring had delivered on 1-14-15, as guest call in last night and stated her set has beg bugs and she threw it away and had purchased a new set and will like us to refund her for it. Apologized to guest for her inconveniences, but advise we will not be able to refund her.Thanks as always to bring to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The lady lied I never told her I purchased a new set my son is still without a bed and I'm stuck left paying for something I don't have. Also there were other reports from consumers online regarding this same issue. The bed bugs were found inside the box spring that was stapled up by there company there is no way it came from my home. The bugs are no where in my house they came from the bed and I believe this is a huge health issue! I live in a home not and apartment and I never had this happen before. I will be calling the local news station if they don't resolve this issue. Revdex.com please into this issue further there were other complaints from other consumers from Ashley. The bugs can love for months without biting I know they came from the bed!!!

Regards,

Business

Response:

Hi Revdex.com Good morning! Hope all is well, just spoke with guest and apologized , however will not be able to refund or exchange mattress & box-spring for beg bug. We will not bee able to accommodate guest request .Thanks as always to bring our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not happy with the response. There were other complaints reportedonline from Ashley Furnitire store. I will no longer purchase any other Furnitire from Ashley Furnitire in the future. I have no bed but still left with a balance.

Regards,

Purchased furniture in may 2015 they delivered three sets all were dufferent colors of beige went back to the store four times to resolve the problem they acted like they didnt care I finally made them take the furniture back never again

Review: My issue involving Ashley Furniture Home Store involves the store in [redacted], CT, the warehouse in **, and the corporate office.

My husband and I went to the store in [redacted] to purchase furniture for our first home. The Sales Manager escorted us around the entire showroom and made a big show about making sure to give us discounts. He continuously said that he was giving us the best deal that he could and was going lower than the listed price. We were a bit skeptical but the prices seemed fair so we put down a deposit. Later that day, we went on the Ashley Furniture website to show our family the things we picked out. We saw that the website's prices were significantly lower than what the Sales Manager told us in the store, even with all of his "discounts." In total, he was attempting to overcharge us by several hundred dollars. I called the store and asked for an explanation but they couldn't give me one so I asked for the deposit back. We ended up ordering from a third party website and spent much less money. We did order the mattress online from Ashley Furniture.

When we purchased the mattress, I requested a specific delivery date, which coincided with our move in. The day before, I received a phone call from the warehouse in [redacted] saying out mattress would be delivered at 7:00am. I told them that wouldn't work because we were moving into a building with an office that doesn't open until 9:00am and we wouldn't even have our keys yet. The manager of the warehouse was extremely rude and said she could change the delivery time for $100. I told her that I already paid the delivery fee and I wasn't going to pay it again and if she could just change the time by a couple of hours it would be immensely helpful. She refused and tried to claim that I had been informed of this in advance, which of course I wasn't. She was incredibly disrespectful, condescending, and rude. I called corporate customer service to complain about this treatment and the representative said that they had "no relationship with the warehouse in [redacted]." I asked them how they could employ a warehouse and have no relationship with them. The representative said that I would have to complain to the specific location as they do not "handle complaints." I lodged a complaint on the website and received an automated response about warranties, which obviously had nothing to do with what I complained about. In the end, the delivery people arrived at 6:45am and my husband and I stood outside in the rain holding our mattress for 2 hours until the office opened and we could get our keys.

I tried to lodge a complaint on the company's [redacted] page twice and twice I was told "someone would contact me" and no one did. I tried calling customer service at the [redacted] store and was told "someone would contact me" and no one did. They all assume I will just drop the matter but treating customers this way is unacceptable so finally I am turning here.Desired Settlement: I would like the delivery charge of $100 to be refunded as the delivery people simply carried the mattress to my husband and myself and we waited with it in the rain for 2 hours and then had to take it upstairs on our own. I would also like a full written apology from the company.

Business

Response:

Please be advised that this customer did not make a purchase through the [redacted], CT store location. Their purchase was made through another independently owned Ashley Furniture Home Store in [redacted]. Their delivery was also handled through [redacted] which is not affiliated with the [redacted], CT location. Their complaint and request for a refund of their delivery needs to be directed towards the [redacted] Market in which the purchase and delivery was made. Thank you.

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. I will be contacting Ashley Furniture Warehouse-Edison, ** instead.

Sincerely,