Ashley Furniture Homestore

Review: I bought a sofa on 09/072015,Now just after 1 month or so the fabric of the sofa is coming out and also the sofa is making creaky noises.The arm of the sofa is also making creaky noises. The sofa itself is pushing in. I have contacted the customer service so many times and also sent them email with images that they wanted. And even called to confirm if they received the images.They(Ashley )told me that they have received them and will call back the NEXT days with a resolution. bu no one has called me back.Its been a week.Desired Settlement: I would like to have a Brand NEW sofa which doesn't have these problems.

Business

Response:

Hi Revdex.comGood morning!Hope all is well, just reached out to guest and apologized for the inconveniences, guest was advised that we are installing a new system today and we are unable to log on our system so I will not be able to review her order and provide a resolution today, but will call her tomorrow, as our system will be up & running.Thanks as always to bring to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they haven't called me back since Wednesday !!! That's their problem every time.They tell you that they will call the next day but they never do !!!

Regards,

Business

Response:

Hi Revdex.comGood evening! Hope all is well, had spoke with guest earlier today, and apologized for all the inconveniences. Resolution, we will be exchanging guest chaise & love seat. Guest was given 11-20-15 delivery date. Thanks as always to bring to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have been calling from Saturday to talk to Bibi and she has not been available.she also sent me an email that I couldn't open(or its was just not coming through right ) there was nothing written in it.I even called her today(11/17/15) and left messages but no one called me back. I understand that she will be able to change the two of the pieces but all the pieces have some problem with it which I sent her the email about !! So I would like to have a new sofa and also have a warranty that it's not gonna have any problems later again. And if it does they will be able to fix it. Thanks [redacted]

Regards,

Ayushi Kajla

Review: I purchased my dining room furniture from Ashley. I purchased their protection plan. About a year and a half ago I filed a claim to have my table looked at. The wood started to turn color. They are not helping me even though I purchased the plan. I have emailed, called, and went into the store and they do not want to help with this.Desired Settlement: Repair or replacement of table

Business

Response:

Review: I purchased the Loric 3-piece sectional chaise/couch and had it delivered in November of 2013. In June of 2014 I was cleaning behind the couch and cut the palm of my hand on a piece of metal (like a straightened paper clip) was sticking out of the back of the chaise near the frame. after caring for my wound I looked at the couch and could move the wood frame part and discovered it was broken. I dont know when it happened because the that part of the couch is rarely used because it is so close to the TV. For all I know it happened during delivery. Again I have no idea when it could happened. I called the warranty company and they told me if it is within a year it goes through the store. I called the store and told Nicole what happened and she gave me an email and asked for a picture to be attached with what the problem was. I did not here for several months and called again and asked for a call back and did not receive a call back again. This went on for 3 phone calls until we were at a year. I finally called again and they said if its after a year I can go through the warranty company who told me that the frame is not covered. Yes thats what I said. The frame is NOT covered. I called back the store very upset and spoke with another customer service rep and asked for the owner to call me and please try to resolve this. No call back. I called back several months later...all during this Im dealing with the sudden death of my father in November of 2013...no call back from the manager or owner. My last call was in June of 2015 saying this is enough I WANT A CALL BACK. No call back. I just called back again tonight and a representative said the owner is never there and they sent an email to him in June after I called and she doesnt know what to tell me. She will send him another email. We want a replacement couch. We called within 6 months of owning it with the problem and have had no response. This is horrible customer service. THis poor customer service is unfair and frankly the owner is taking advantage of his position but I will not stop trying to resolve this.Desired Settlement: I would like the owner to call and apologize and a replacement couch.

Review: I ordered a lift top table from Ashley furniture on [redacted] in [redacted] on May 12th. After a very unsatisfactory experience with the delivery scheduling (being "crossed off the list" and no notification after waiting all day), our table was delivered on 6/6/15. At the time of delivery the lift top was lifted one time, and functioned. However, the next day it was opened gently a second time. Upon opening the top, three loud pops were heard, and lifting ceased. I looked down and inside the table were 3 screws, and a large amount of wood shavings that were released when the screws came out. Upon inspecting underneath it was clear that the screws were put in at a 45 degree angle, and therefore were not installed correctly causing them to break and strip the corresponding holes. It was also clear based on the number of screws intact, and the number of screws that came out that there were at least 1-2 screws not installed at all. The resulted in the table top not being affixed to its mechanism, and therefore unsafe to use. Immediately upon this incident I took photos and called the company (6/7/15).

Since that time I have called the company six times, and visited the store one time. Upon each phone call I asked to speak to a manager but was told one was not available. I left my information and what happened with several different individuals. Upon the third call, I was directed to an email address. I sent a detailed account, along with photos and still no response. My partner went into the store on June 17th. The manager then told him they were in the process of filling out paperwork to replace the table, but no one had contacted us. They told us we would hear shortly about the status of our replacement table. Upon calling on June 25th, we were told a different story. The manager said that we would have to return the table for a 30% restocking fee ($150). Upon trying to reach a manager again, we were told they were busy and could not be reached. They scheduled us with a technician to come on Monday. However when trying to reach the manager again over the weekend to discuss what the situation and what the technician would be doing, we were told we would be called back and never heard a response.

All in all, we have encountered some very unsavory business practices on the part of Ashley. Poor delivery service, poor communication about delivery and mishandling the incident, no communication regarding our defective furniture, making promises for a replacement table and then reverting to a 30% restocking fee for a return not a replacement, and overall making this a headache. For the price and supposed quality of the table, the product should not break the day after delivery under very light and gentle use. In such a case, the company should hold responsibility for such an egregious fault on the part of their assemblyDesired Settlement: Replacement of the entire table

Review: I called to make a warranty claim on my Samoa chaise purchased from [redacted] store on 3/2 and the rep [redacted] said I was covered because I only had the piece 7 months but they're technician quite and they have no one to look their to look at my piece and she would call me back when they figure it out. I called back today 3/16 and spoke with [redacted] the manager told her about my emailed pics to [redacted] and she places me on hold for over 15 minutes!!! I called back, no answer. Called a third time and [redacted] PICKS UP says [redacted] told her I wasn't covered, what! no tech? no hep whats soever. [redacted] puts me on hold again to go talk to [redacted] the manager but I could over hear their discussion on the phone with [redacted] being loud and aggressive about my issue as if I did something wrong! [redacted] comes on the phone and says she pretty much convinced [redacted] to send a tech to rule out the damage to see if its covered. Now Im set for the 23rd. It took almost a month just to see a tech! and I was lucky for that much as it seems by [redacted]. This is very disgusting customer service and now I fear that I wont get treated fairly with my tech visit! This whole experience has my stomach turning im so mad. I intend on going as high on the chain as possible with my issue from contacting Revdex.com to emailing CEO [redacted] until I flood his inbox with countless emails regarding my issue. I have a fair amount of years on this earth and have never been treated so poorly from a customer service perspective and the first time I do its by your company [redacted] furniture. I demand a timely response in regard to my matter and certainly not the better half of a month to get it resolved. This is not some coffee maker purchase for $50 bucks and I am not some pushover child that will take the back burner or who doesn't know any better. This is the center piece of my whole house! A good size purchase and they were all my best friends when I was making the purchase. Offered me water and got handed countless business cards but if and when their is an issue Im treated like dirt and a pushover. I want a FAIR and TIMELY RESOLUTION for my couch and for [redacted] to be reprimanded in someway for her short and inappropriate attitude towards a customer even if indirectly and her unfair practices that I am sure is not in the guidelines set forth the company and its standards. It baffles me that a rep had to tell a manager in your company that what she was doing was I wrong and that the customer deserves to at least have an authorized tech come to see the furniture. However, I was also told that they wouldn't get another tech until the end of the month then he would have to do visits in proper order but now I magically get a tech scheduled that for 2/23 but I was told that its a guy named [redacted] and to expect him to be late because hes always late. My question is, is he even a tech? or just some guy coming to my house sent by [redacted] to rule my couch unserviceable! I will keep records of everything and will prepare to hire an attorney in the case that my matter needs to be escalated and I need restitution for time and money wasted. Please reach out to me ASAP! marked 3/16/2015 4:04 pm eastern standard time

I've escalated an issue back on 3/16 hoping to get my warranty situated with my couch that was purchased from the orange store location. The whole reason for emailing you guys the first time was also to make a complaint about the rude customer service I received from one of the managers [redacted] at that location on that same day. Since then I was contacted by [redacted] who has moved my warranty process along slightly faster than it was going but its still way to slow to be considered even decent customer service. Though [redacted] is nice and polite. There seems to be a disconnect in communication with himself and the technicians. My first appointment on 4/6 for a tech was a waist because he never showed up! No call No show! I was promised from [redacted] that he would work personally to make sure my issue gets resolved yet I haven't heard from him since the no show. The next day I emailed him and instantly got a call from a store rep to apologize and reschedule. I took time off work Twice to get my couch only Fixed. [redacted] promised to contact me after the tech visit to ensure everything was OK and completely stand side me experience from then on. The tech came for 2 minutes! A whole day taken off work (again!) just for a two minute visit from [redacted]!!!!! For the tech to say "i recommend you just get whole new chaise. Ill let them know." I say OK. I'm expecting to hear from [redacted] about the process of my new couch since the tech couldn't fix it like he promised. That was 4/8 now today on 4/14 almost a week later still no word from [redacted]! I've had it up to here with [redacted]'s Furniture, specifically the [redacted] location. I sought out legitimate service from a legitimate retailer so I chose [redacted]'s. Not Bob's or [redacted] for a [redacted] experience. I thought your company was the kind of establishment that would expect their customer base to prefer quality and service. But yet it appears that those attributes are missing from my experience at [redacted]'s Furniture. I will make sure I escalate my issue as high as it needs to go until I get proper restitution for my issue. I just want the couch I purchased to be warrantied like I was told that it was and its been two months that my company, friends and family notices my broken couch that I just purchased from [redacted]! and still not replaced or even fixed for that matter! How do you think that makes you look as a company and how embarrassing that is for me! I will recoup damages for all my time and money wasted! I have emails, times, and dates all recorded and organized. Names, email addresses and job titles. The longer it takes from this point forward the worse this consequently will end up for the company and all parties involved slowing the process down because of lack of job performance and proper customer service etiquette. I feel at this point I deserve my money back a long with a new couch. I imagine from my experience that that is something that will have to be resolved in court with you guys. which will cost more money and more time, something that I will go out of my way to receive proper restitution on. I've covered all fine print of my purchase from back to front and know exactly the terms and agreement of my purchase.Desired Settlement: Full refund along with a new chaise for my couch!

Business

Response:

We have sent a professional furniture repair technician to the customers home the week of April 6th. The technician reported that the merchandise was not a manufacturer defect. However as a courtesy for the customer we placed an order to replace the damaged merchandise. Once it arrives the customer will be notified so that they may exchange the piece.

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 a sectional from Ashley Furniture and the chaise does not lock into the armless chair. I called and let the girl at customer service know that I needed someone to come out and fix the latch, I was told they would come out the following sat and they would contact me on Friday with a time fram, Friday come and no call, I contacted [redacted] and was told I was not on the schedule and the guy does the repairs quit and she wasn't sure when someone could come out and she would call me back, which she never called me back. I called again spoke with [redacted] she said she contacted them I was all set for Saturday they would call before they come. Waited all day Saturday noone showed up, called the store spoke with supervision [redacted] and he apologized and said they never have people come out on a Saturday, didn't know why I was told that he would have someone definitely come out Mon even called them to confirm and I was told by [redacted] they would come between 4-6pm. No one showed up again!!!!!! I will never buy from this store again. The customer service is horrible. I've spent $2000 for a couch that needs a repair and all I get is the runaround. They also owed me a $50 credit for an overcharge on the delivery, it took over a month and numerous phone calls to get that fixed.

Business

Response:

[redacted] received a furniture Technician who repaired her furniture on 4/8/15 and signed off that the order is complete.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Finally, someone did come out after many phone calls and hassel. Twice I was told someone would come out and never did. I will not recommend this store to anyone and the customer service is horrendous

Sincerely,

Review: Hi I placed an order for furniture on February 19th. I was told both verbally and on paper that it would be delivered no later than 3 weeks. I called to make sure it would be on time and I was then told it would come March 20th instead which is 1 week later after told. I then get a call today and now im told another date.I tried for them to help me but I keep getting the run around. I want my order delivered by march 21st since they now have it. My kids have nothing to sleep on because I already gave the old furniture awayDesired Settlement: Delivered as promised

Business

Response:

Good afternoon, this customer's merchandise was delivered on 3/24/15 in its entirety thank you.

Review: I am requesting a return of an item purchased from the store. The product was purchased on 11/22/2014. The item was damaged when attempting to pick up the item the 1st time. I was told that a new one would be ordered. During the 2nd attempt, it looked like the damage was fixed and that a replacement was not ordered as promised. I was going to overlook this until a new problem was found. I was told that they were going to bring in their "wood specialist" to fix the problem (pictures available). After several weeks of no calls, I called to follow up to check on the status. I was told I would receive a call back, which never came. Followed up again and was told I would get a call back. Coincidentally, a call came that afternoon saying that "it just came in". During the 3rd pick up attempt on 1/17/2015 no damage was found during pick up. Upon return home, I noticed a crack on the underside of the top of the file cabinet (pictures available). I immediately went to the store and spoke with the manager, Ms. [redacted]. She asked me to send her the pictures and information and would talk to the General Manager (GM) about the return. I sent her the email and pictures that day. I followed up with her on Friday, 1/23 via email with no response. I called the store [redacted] today (1/26) and was told she will not be in until Thursday. When I asked if they can follow up with the GM, I was told no.

Additional information: Customer ID; [redacted]Desired Settlement: I would to return the damaged file cabinet to them and receive a refund for the full retail price of the file cabinet and associated warranty that I purchased.

Business

Response:

The customer fully inspected the item two different times and noticed damage and refused the item, as he should, if an item is damaged it needs to be refused to it can either be fixed or replaced. On the third pick up, the customer fully examined a brand new filing cabinet, if the item was damaged, the customer would have noticed the damage seeing this is his third time picking up the item.The customer signed that the item was fully inspected and being received in good and complete condition and then took the item home.Once we have the signed paperwork stating no issues or damages are on the product when it is leaving, we are not aware of what happens during transit, a lot of customers damage product during transit that is why we recommend delivery, but this customer did pick up his cabinet and he did sign off stating the item was in good condition when he was receiving it.After the third pick up, the customer is going to fully examine the product he is taking, and the customer is going to make sure that this being the third trip, there are absolutely no damages on the product, and the customer did make sure there was no damage and that is why he signed the pick up receipt and took full possession and full responsibility for that item when he left the warehouse.

Consumer

Response:

Review: I went into this business to purchase furniture for my home I explained to the sales associate what type of sectional I wanted to purchase and that I needed her assistance on what we're the correct pieces I need to buy to get the shape that I needed to fit the room where I wanted to place the furniture and that I also wanted to be able to come back and buy the additional chair that went with the sectional. After receiving and accepting the furniture I discovered that the sales associate did not assist me with buying the correct pieces. I received the furniture on thursday may 28, 2015 and I immediately I contacted both the sales associate (5/29) and the manager (5/30) of the store and was told that there is nothing they can do because I signed and accepted the furniture into my home. I find this to be very unprofessional. I, a consumer went into this business to get assistance from the person I thought was knowledgeable about a product they should. When an sales person makes a mistake it should not be the consumers who must take the loss. I purchased the product based on the information that was given to me but that information was incorrect. Something needs to be done to correct this situation.Desired Settlement: I would like to receive the correct pieces of furniture that I need.

Review: Bought several pieces of furniture from this store August 1,2014.inspected all pieces on delivery as best we could.Everything seemed satisfactory so we signed for delivery.Several weeks later noticed a creaking noise coming from the back of one of the couches.After inspection I found that the top frame piece was cracked in half.The warranty card states limited lifetime warranty which includes all labor and or replacement costs for 1 year on frames of their furniture.Plus we paid extra for 5 years of extended warranty.Called the corporate phone number and we were told that we would hear from someone asap.That was MondayJanuary 12,2015.Also e-mailed their complaint department twice since the Twelth of January.Was also told would hear from someone.We feel we are being blown off by this company.We paid over $1500.00 in cash for everything.We just want our furniture fixed or replaced as stated in their warranties.

Review: Two main complaints: Defective furniture AND Customer Service does not return phone calls & emails.

I purchased two sofas, one ottoman, & one over-sized chair in November 2013. You sink in the furniture since day one. Cushions have NO support. The bottom part of your legs (under the knee touch board under cushion. After many, many phone calls and no response, I stopped in store and the service manager promised to come out to house. He did. He also agreed the furniture is "crappy". He sent new cushions which were the same type cushions with no support at all again. I called him to tell him, and he was not there....he quit the job. One other issue.....the ottoman has an odor. I can't describe what it is but, I went on-line and read many bad reviews about Ashley Furniture. There were many, many comments about odor in furniture.

Customer Service promises to get back in touch with me and they NEVER do. I have talked to so many people and NO ONE does anything. These are very common reviews on-line again about Ashley Furniture.

Last, I did purchase warranty like an it. I called warranty company and they do cover defects. Only damages caused by customer.

It's embarrasing when I guests over and they sit in furniture and make a comment about sinking in.......Desired Settlement: I want better quality replacement cushions. Cushions that have support. If not cushions, then $200 for me to buy cushions.

I read so many complaints on-line about Ashley Furniture, this is why I decided to go to Revdex.com. Otherwise, I would not do this.

Business

Response:

This customer purchased at the bear DE location. 1174 Pulaski highway, Bear, DE 19701. Please update the address so this does not go against a store he did not purchase at.

At the time of delivery the customer did not note anything to be wrong with the cushions, the customer accepted everything in the home as the condition it was delivered in. It was not until sometime after the delivery the customer noticed "issues" with the cushions. We sent the customer brand new cushions to his home and he is stating he is having the same issue, no support, the cushions that were on his set at the time of delivery and the cushions that we were sent to his home are the same cushions that were on the item on the show room floor. The customer saw the product on the floor and tested the items on the floor. There were no issues with the floor model cushions and there are no warranty issues with the cushions the customer has.

This series that the customer purchased is a popular series, it is sold quite often and we do not have complaints from other customers with this series that the cushions have no support.

There are no manufacture defects with the cushions the customer has, Ashley does not special order or make their cushions, the cushions the customer currently has are up to Ashley manufacture standards.

Consumer

Response:

Review: [redacted], Please forward my email to the owner of Ashley Furniture! I took several photos of my dining room table, dining room chairs, serving table, sofa and ottoman and I did email all to [redacted] on January 23, 2014. I was able to locate three emails and several photos. My photos along with my emails should be there. I am really upset and frustrated at this point. I have been dealing with this problem for six months now! I spoke to [redacted] a few times a week and now I am speaking to you a few times a week. I did everything I was was advise to do. When my furniture arrived wet, during a snow storm, I didinspect all of my furniture. I did see the delivery man writing information down and I told him several times and asked him several times if he wrote everything down regarding my dining room table and chairs, serving table, sofa, ottaman and that I didn't receive two floral pillows. I spent two hours taking pictures of furniture that was damaged and sending emails. [redacted] ordered me parts that I didn't need and the parts I did need she didn't order! It also took her 4 months to schedule the technician and because I didn't receive my new chair parts the technician just touched them up with a furniture marker. I have four chairs that are nicked, dented, scratched, and wood doesn't even touch the existing wood.This also occurs on my side of my dining room table as well. I was told by the technician that is, "Ashley Standards!" Along with a defect with my serving table but that too is consider "Ashley Standards!" The technician had to saw the wood drawers because I could not open my drawers and that means I could not use my serving table four months. He did stuff the pillow attached to my chair in a half. I stuffed the rest of my attached sofa pillows and throw pillows. I was also missing two floral pillows, ottoman top is overlaps the one side but not the other and also has a ball of thread, two cushions were also had material that was defected. Since, I didn't hear back from [redacted] I called again and I spoke to [redacted] and I explained my problems with my furniture and I told him when the technician came out he told me that my dining room table would have to be picked up and repaired in the warehouse. I explained to [redacted] that my table should of not been delivered to me in this condition! I told him if my table had to be repaired along with my ottoman that I would like a new table along with a new ottoman ordered. [redacted] did tell me, that he would order me a new tabIe and ottoman and would call me in a couple of days but he never did! I called and left three messages with [redacted] for [redacted] to return my call and he did not. [redacted] told me, that she spoke to [redacted] and he did not tell me that! He also mentioned to me during our phone conversation that he was filling in and trying to locate pass words for accounts and he didn't know what [redacted] did! One thing, I do not have tolerance for is, being called a, "liar!" I have spent more than my time calling, e-mailing and taking photos. Unfortunately, I do not have all of my emails along with photos that were sent! The question is, why do I have to do this all over again! I want the owner to know, this is not how a company treats their customers! After I made my big purchase, I recommended my Mom to your store and she purchased a bedroom set! It's obvious what the big problem is, First, the delivery man didn't write info down, Second,, [redacted] was not doing her job successfully and as a result I am being penalise. Third, [redacted] didn't return my phone calls and now I have to show proof that I was being honest from the very beginning. I did inform [redacted] that I was going to file a complaint form with the Revdex.com and she told me to wait! Please address my problem. I never received the parts to my chairs, and I accepted to keep my serving table even though there is a wood defect. I would like my dining room table replaced! More than anything I would love to move on!Sincerely, [redacted]Desired Settlement: I would like my dining room table and ottoman replaced! I purchased my furniture in June of 2013 but my furniture was not delivered until January of 2014 I am not sure the date of delivery and I called Ashley Furniture and they could not tell me! I know my furniture was delivered before January 23,2014 because I sent several emails and photos to [redacted], in the Customer Care Department explaining the problems with my furniture. I am dealing with [redacted] but she or [redacted] has not return my calls

Business

Response:

We have gone above and beyond to work with this customer and get all of her issues fixed, we have ordered her new pillows and got them sent directly to her home, we have repaired her ottoman, all of her chairs have been fixed. We have sent technicians to this customers home several times and each time a technician comes out, the customer has a brand new issue.

The issue the customer has with her table, was never noted at time of delivery, at time of delivery the customer had no issue with the table, but we are also taking care of the table for the customer, we have picked up the table from her home brought it our warehouse, it was repaired and the customer is going to stop in to check over the table before we schedule it in for delivery.

Every issue this customer has had, we have fixed for her.

Thank You,

Review: In March I began looking to purchase my first home. After finding a place a family member recommended Ashley Furniture saying that their furniture was reliable and reasonably prices. On April 18, 2014 I went to the store in Wilmington, DE and ordered a bedroom set and living room furniture both with extended warranties. Unfortunately, that home purchase did not work out and I had to cancel the living room set. In good faith I still ordered the bedroom set and had it delivered to my residence at the time of purchase. During that initial visit I worked with the manager [redacted] who helped me out quite a bit. I wanted to follow through with the bedroom set purchase as a show of good faith and explained I would return to buy more furniture when I finally found a home.

The bedroom furniture was delivered at the end of May. Since I work, my mother was home to receive the furniture so I could save my vacation time for the actual move. The delivery men found one of the end tables to be stained and immediately loaded it back onto the truck to return. They, and my mother, failed to notice markings on the top of the footboard. I noticed these when I arrived home from work that evening. When I called the Ashley service dep[redacted]ment to report the issue I spoke with [redacted]. She requested that I send pictures so she can review the damage. I received no follow-up email or phone call within 48 hours so I emailed her again asking to confirm receipt of my message. I never received confirmation on that either. After about a week I had to pick up the phone and call her. When I called her she claimed to have not seen the pictures then later in the conversation back tracked and said she did but could not see the marks because the pictures were too large. Right there I should have known that dealing with her would be a problem. She said they were too large for her to review when I sent them but she was able to open and review them while we were on the phone. [redacted] went on to say that I would have to schedule an appointment with a serviceman but she was unable to do that because she isn't aware of his schedule. I received no call or email response for some time and had to call again.

This back and forth went on for weeks during which time I also spoke with a woman named [redacted]. She had no record of my issue being filed and said that [redacted] should have just ordered a new footboard. [redacted] said she would do that for me. I eventually returned to the store to look into purchasing additional furniture as my closing date was approaching. This was Wednesday, June 25th, 2014 was the day I went into the store. I explained to the store team that I was dissatisfied with [redacted] and the service team. I was informed that the receptionist would call and speak with the service team to get things worked out. Before I left the store I was told that [redacted] would call me that following week to schedule an appointment. Against my better judgement I placed an order for my living room furniture. I was naive enough to believe that there was just some miscommunication and that someone would come out to fix my footboard.

Eventually a serviceman was scheduled to come out the week of July 4th. No one ever showed. I later found out that the serviceman was provided with the wrong address. He was sent to the address of the home that I was originally supposed to purchase but fell through. This is an address that I changed multiple times in the store and over the phone with the service team. The Ashley service team blamed the store and the store blamed the service team. On top of sending him to the wrong location, no one ever called to address the issue. I only found out because I called to complain. The next time I spoke with [redacted] she blamed the serviceman for not giving her the paperwork and that's why they thought it was resolved. I was told once again that they would look into it.

About 3-4 weeks after ordering my living room furniture it was delivered. I had purchased two end tables, a coffee table, and media stand. All four items were scratched, dented, and nicked. Like the first time, my mother was here to receive the furniture. She specifically asked the delivery men if I could call should I find any issues when I returned home from work. They told her this was fine and that they would replace anything that appeared to be damaged. They rushed her so she was not given sufficient time to review the products. When I arrived home I saw the damage. I immediately called to speak with someone no one was available and I had to leave a message. Their team is only available M-F from 9 AM to 5 PM which makes it difficult to contact them if you work so I also emailed them. No one called for two days. When I finally received a call the person I spoke with again was [redacted]. She explained to me that the serviceman had the wrong address last time and she fixed the issue. She also asked me to take pictures of all damaged items and to email them to her. She explained she needed to order p[redacted]s before someone could come out and fix the issues. I did as she suggested and the only response I received was "Thank you, I will contact you when the p[redacted]s are in". A few weeks later I received a call saying the p[redacted]s were in and I could schedule a service appointment. This was a different [redacted] I spoke with who explained she could not schedule the appointment and I would have to speak with the serviceman directly. This other [redacted] also had no record of the footboard issue or a new one being ordered. At the end of that same week I received a call from the customer service team asking if my footboard issue was resolved and if I was happy with my service. So at this point I am receiving different information from different people. I explained to the customer service rep what happened and he seemed disappointed in the service dep[redacted]ment. He told me he would take care of the issue. I never heard anything for over another week and had to email the service team again. Eventually I spoke with the serviceman who didn't even know his own schedule and wouldn't let me schedule an appointment more than 48 hours out. This is problematic for a working professional like myself who needs advanced notice to get off from work.

This situation went on for another two weeks before I got something scheduled. I had to take a half day off from work to be home, a vacation day I cannot get back. As I'm sure you can understand, I was livid when I arrived home and the serviceman was here with no p[redacted]s to fix the furniture. As I mentioned earlier, [redacted] promised to order the p[redacted]s and call me to schedule an appointment when they arrived to the warehouse. The only reason I scheduled the appointment with the serviceman is because I was contacted by Ashley stating that they had the p[redacted]s. The serviceman that was here Friday (8/15), [redacted], explained that he does not bring the p[redacted]s and that they were supposed to be delivered directly to my home. Throughout all of my conversations with the Ashley team I was never once told that the p[redacted]s would be delivered here. As a result of having no p[redacted]s he could only fix some surface damage. The only upside to this is that he fixed the footboard so I no longer require a replacement. He could not fix the damaged media stand though as he did not have new legs. In addition to having no p[redacted]s he also had no list of damages, something that was supposed to be provided to him by the Ashley team.

As soon as the serviceman explained to me that the p[redacted]s were supposed to be delivered here I called Ashley's service team. I demanded to speak with a manager and was transferred to [redacted] and went through my entire history with Ashley again with him. He was impatient and cut me off while I was trying to speak with him. During our conversation he said that there was no history of any of any of my issues on file. Issues that were not only expressed verbally but also in writing. Fortunately, I have the complete email trail saved. [redacted] requested that I forward him my email trail with [redacted] and promised to review and call me back with a resolution that afternoon. I sent the email just before 3 PM EST and when I had not heard back by 4:20 PM EST I called back knowing that the office closes at 5 PM EST. When I called the receptionist put me on hold for about 5 minutes and told me that [redacted] had left for the day but he reviewed my photos and they were too large to open/review. The manager knew I was dissatisfied, promised a resolution that day, and still did not call me back.

The service that I have received, or lack thereof, is completely unacceptable and inexcusable. I left a message with the other [redacted] on Friday to have [redacted] call me on Monday and I also emailed him to follow-up and express my dissatisfaction with him as well. I don't expect to receive a call simply based on my experience with their organization but it is the right thing for them to do. As someone who works in sales I cannot believe that their organization treats their customers this way. I spent thousands of my hard earned dollars on their furniture and even purchased the extended warranties, warranties that I was told covered any damage that I did to the furniture. A total of $4,945.18 between the two purchases and the extended warranties. If they are treating me this way with items that were damaged during transit I can only assume they will not be willing to service my furniture should I cause any damage myself.Desired Settlement: My desired outcome is to receive a full refund for the damaged item along with the extended warranty that was purchased. I expect that the standard 40% restocking fee for returned items will be waived. I am willing to accept a replacement so long as that replacement is delivered undamaged and within a reasonable amount of time. I am hopeful that a positive solution can come from all of this.

Review: I purchased furniture to be delivered to my home in February 2014 and the day of delivery they failed to follow guidelines to deliver me the things I had already paid for and when I called to check on the delivery to confirm my delivery they delivered my things to the wrong address and did not communicate anything with me until the day their workers delivered it. By March 2014 When they found out they was at the wrong address they said they will get in touch with me to re-deliver to the right location that's on my receipt. They never delivered my things and told me it's too far out their way and I will need to come pick it up. As of April I still don't have my things I purchased delivered to me and they did not try to give me other options or any type of communicationDesired Settlement: I hope to not have to sue the company and take the owner Kim to court and have this situation resolved by receiving a refund back to me the way I paid them because they will not deliver to my location that's on my receipt since the sale close

Business

Response:

Please update the address on this complaint, this complaint should not go towards our Concord Pike location for this was a customer from our Brandywine DE store that closed down on 12/1. The address for this complaint should be [redacted]

This customer put a down payment on this sale on 6/29/2013 the customer was given until 7/15/2013 to pay for product in full. On 7/11/2013 the customer still did not have the order paid off and management extended the dead line to 9/17/2013. The customer still did not pay off the order. Instead of the customer losing her deposit as stated on 6/29/2013 we allowed the customer to use her amount as a store credit. The customer came into our Brandywine DE location on 10/30/2013 and used her store credit towards a new purchase. The customer was made aware that her sale was final there were to be no cancellations no refunds or exchanges.

The customers order came in in November and the customer was not ready to accept the order yet, we made the customer aware that she had until 3/3/2014 to accept delivery or storage fees would occur.

Once the customer was ready for delivery, we called her and confirmed her in for a day and at this time of confirmation we went over and verified the address we would be delivering to, which was her address in [redacted], not in Newark, NJ. The customer confirmed the address with us and we scheduled her in.

Come time of the delivery, our team gets to the address in Secane and we call the customer to let her know we are there for delivery, she then decides to tell us she moved to Newark NJ and that is where we need to deliver to. Our delivery team told the customer we can not deliver to you in Nj that is out of our route and we can not do it, the customer then told our team that she "Okay'd it with the coordinator" which is not true her new address is 4hours away and our team knew this was not true and told the customer we would not be delivering to her that day.

Our delivery coordinator spoke to the customer again and made her aware that we do not delivery to Newark NJ and we will not be delivering to Newark NJ, the customer should of made us aware of the address change when we verified where would be delivering and she did not. We told the customer that she needs to pick her order up, it has been at our warehouse for a long time, we will not be delivering your items, you need to pick them up. The customer then said OK and that was the end of the conversation.

The customer has called back several of times asking us when we are going to deliver and we keep repeating and telling the customer we are not delivering to you, you need to pick the items up. The customer has even called us and has given us fake information trying to speak to different people to see if she can get different answers and we tell her the same thing every time, you need to pick your items up.

The customer has even spoken to the owner who has offered to refund her her delivery fee even tho we did attempt to make the deliver to the address that she verified with us, but we still have offered to refund her delivery charge. The customer will not accept that and still continues to call and still continues to give fake information.

There is nothing else we can do for this customer, her items have been in since November she will not receive delivery, she needs to pick up her items or storage fees will start to occur.

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.

At 65 years old, this is the worst company I have ever dealt with. Bought several pieces of furiture from store in Dover. Could not accept delivery of table and chairs due to mark right across top of table and chairs rocking badly. Called store and they agreed I should not accept it or let drivers go until issue resolved. Told Customer Service would call us, never did nor would they return our calls. Spoke with Store where I purchased and paid for items. They said they don't get involved or issue refund. When I protested, they said someone would get back to me. When they didn't and I called again, they rudely hung up on me. Had to file complaint with my credit card company who credited my account in my favor since Ashley did nrespd to them either. Then Ashley showed up with replacemnt furniture but did not have screws for table. Delivery men said they would go to store to get them and be right back - 4 hours later. When they delivered items the first time, it was very cold day and had trouble starting trucks, I called twice and they assured us they were still going to deliver that day. Waited until 9:15 pm, before someone called and said they could not make it, "maybe" tomorrow. You have to sit home all day and wait. I am still waiting reply re some of the stain missing from top of large TV stand - it has been a month.

Review: This issue dates back to January 6 when we had the living room set and dining room set delivered. We purchased the furniture on November 11, 2013, we were told that we were not buying a floor model, and that is why it was back ordered. When the furniture was delivered, I spoke with [redacted] on the phone while the drivers were still here. The original issues were for the china glass (top right door, top left door, bottom left door), we were delivered a broken chair (the entire back of the chair was split in two), and the stained pillow. I was told that day that new glass was ordered, along with the chair back. [redacted] told me that the pillow would be looked at by a service member, but she would not set up the date for service until all the new pieces (glass and chair back) arrived. After the drivers left, and I began cleaning the glass, I noticed more scratches on the bottom right door, and the top middle in the back- the mirror. I again called [redacted], and was told that those pieces would be ordered and sent to our home.

On January 30, we received the pieces of glass and they too had scratches, not as bad as our china cabinet, but still, scratches. I called [redacted], she said she would speak to a manager and call me back. I called a few days later and she said that she had ordered more glass and that it was being sent to our home.

We received the next batch of glass on 3/6, most, not all, had scratches- we brought all pieces of glass to the warehouse to show [redacted]. She looked them over, spoke with a manager and ordered more pieces. We kept the mirror piece for the back because it was not damaged.

on 4/23 we received the delivery for the end tables and coffee table. While the drivers were here, I called [redacted] regarding the drawers. She told me that it was probably the way the furniture it supposed to look, and I could decline the furniture if I wanted. I did not want to decline, and the driver spoke with [redacted], telling her that the drawers it did not look right to him either. So, [redacted] told me that she would order new drawers for the end tables, and the top right drawer for the coffee table. It was at this point my broken chair was fixed, by the driver.

I then asked [redacted] about my glass, and she said that they received a shipment, but they too had damage on a few pieces. She informed me that she had ordered a few more pieces and that she would call me when they came in- pleas note, I never saw this shipment of glass, and I was not the one who declined it. It was also at this point that I asked for a service member to come replace my pillow because it had been so long, she said that she didn't think they could replace it because they don't replace throw pillows....I reminded her that it was not damage that we caused, and she said "You and I know it wasn't, but the manager doesn't and they need to OK it". She asked me to send her photos of the drawers and the pillow and said she needed to talk to the manager and would get back to me.

The next day I called her back, and she told me that they spoke with the manager and they were going to fix/replace everything. She said the drawers and the pillow have been ordered and would arrive at my home within eight weeks.

Fast forward to June- I believe it was June 3 or 4, [redacted] calls me to see if I was satisfied with a previous service call- I never had a service call, no service man has been in my home. I told her about the issues we have been having and she said she needed to look into a few things.

June 9- [redacted] calls me and tells me that she ordered the drawers but not the pillow or glass and will have a 'higher up' call me.

June 10- I received two coffee table drawers, no end table drawers. I call again, and was told that they cant order the pillow and I, again, request to speak to a manager.

June 11- I call at 0900 speak to [redacted], she informed me that she passed along my message and that a manager would be calling me.

I called back at 445. [redacted] tells me that she cannot order the pillow because it was discontinued and that I got my furniture as is from a floor model- which is not true, or at-least that's what we were told by the store when we bought it.

At this point, I asked for a manager. [redacted] was brought to the phone and presented herself as a manager; I later called another store and found out that [redacted] is the owner of the four Ashley stores in the Delaware area that we shop at. She informed me that they would not be replacing the glass because I have been “so unreasonable” and denied too many pieces of glass. She said that her warehouse manager has put a lock on my account and will not be sending anybody out to my house any more (please note, no service member was ever at my home). She also said that the manufacturer will not be sending any more glass because the glass they have received was up to factory standards. I said ‘scratched glass is factory standard?’ She replied, ‘yes’. Please also note that I never denied the last batch of glass, it was sent directly to the warehouse and it was denied by THEIR worker. As stated earlier, we have brought glass to their warehouse, and their worker, [redacted], agreed with us that it should be replaced. We have been very compliant and have followed their requests for the past six months.

[redacted] then asked which pieces of glass needed replacing, I did not want to give the wrong answer, so I said I wasn’t sure and that I had it written down at home. This is when she replied “OH REALLY? I find it VERY hard to believe that this has been going on since January and you don’t know what glass has to be replaced?” I felt that she was accusing me of fabricating the story. We then begin to talk about the drawers, and she says ‘based on all the issues with the glass, I find it very hard to believe that your drawers aren’t correct’ again….I felt like I was being accused of fabricating my story.

After a very long phone call, we left it with [redacted] requesting that I send photos of all the issues that I have had and she would get back to me. This was on Wednesday, June 11. I called the store on Friday, June 13 at 1pm to see if they received my email, and spoke with [redacted]. She told me that they received it and she was printing out the photos and would hand it to [redacted].

June 17, 2014. I called Ashley again because I have not heard anything back. I spoke to a different [redacted], who told me that I needed to talk to the other [redacted], but she was on the other line and would call me back. I did not receive a phone call.

Here we are, June 18- almost six months since our original delivery date and we still have issues. We have received a broken chair, damaged glass, stained pillow and drawers that do not sit right in the tables. We have been in contact with Ashley Furniture since January 6, and have been given nothing but the run around. We have been lied to (being told that the drawers and pillow have been ordered), and we have been accused of being difficult and unreasonable. We did not cause any of this damage, we did not buy floor models, and we have followed every request made by the store., and now they are telling us that nothing further will be done. All we want is for our furniture to be fixed.Desired Settlement: We want our furniture fixed the way we were told it would be. We want a new pillow, we want the drawers fixed and the damaged glass replaced.

Review: On 07/23/15 Ashley's Delivery Department informed me that the ordered furniture will be delivered within the hours of 1400. At 1535hrs, I phoned the delivery dept. and was informed that the delivery truck was at stop #7 and I was stop #9. At 1700hrs, still the furniture was not delivered, therefore I phoned the store and there was no answer. At 1835hrs, I received a phone call from Ashley's Delivery Dept., and was told that the truck broke down 15 minutes away from my residence. Ashley Delivery Dept. called and told me that I will receive my furniture at another time, and that it would not be delivered on 7/24/15 because the truck was already routed for that day.

At 0900hrs on 7/24/15, Heather at Ashley's delivery phoned and told me that a special truck will deliver the furniture this morning, and that I will be the first stop. Furthermore, she informed me that I should expect another call within 20 minutes, at which time I will be informed of the delivery time. Since I did not receive further communication from Ashley's, I phoned the Delivery Dept. at 1130hrs. and was informed by another representative that the truck may have stopped for fuel. This representative then stated that I was now the second stop, and my furniture will be delivered by the afternoon. I requested to speak with a supervisor about the delivery time for the furniture. I called the Ashley store number on my receipt . I was connected to the Dover, Delaware store. I spoke to [redacted]. I requested to speak to the Manager. I was informed the acting Manager was [redacted]. I was then told [redacted] will not arrive until 1500hrs. Then I was given another story that the truck down did not break down, but had difficulties getting on Post. I called the store demanding my money back. I was told I could only get 40%. This is unacceptable services, and I am being extremely inconvenienced. I have allowed and tolerated much time for the furniture to be delivered. However, the response received from Ashley's Furniture store personnel is that the customer's satisfaction for services is of no importance, but rather the financial gain to Ashley's is of the utmost importance. Ashley's of Bear, Delaware has exhibited very poor customer services and has proven to be a substandard business. This is the second day waiting for the delivery of the furniture. I want 100% of my money returned.Desired Settlement: Full refund of taxes and merchandise total amount; full compensation.

Review: I purchased a TV stand on 4/5/14. Went to pick stand up from warehouse on 4/22/14. First two pieces out of box were either broke or damaged. I did not look any further through the box. Asked for a refund but was told to read contract. Told another stand would be reordered and in warehouse in a week but I had to come back to pick it up. I asked if they would deliver but flatly told no. An argument did happen but I finally left after the new stand was ordered. This all happened at the warehouse at 110 Executive Dr. , Newark, DE 19702. Phone number there is 533-6139. I found out today I was speaking to the owner ( [redacted] of the store in which I purchased the stand from. I have asked several time since to speak to him but he will not return my phone calls. I have been told every time they will not refund my money nor will they deliver the stand at their cost. This is no way to treat a customer.Desired Settlement: I would like either a refund or a free delivery.

Business

Response:

Customer made a purchase of a tv stand on 4/5/2014 at the time of the sale the customer was made aware the order would take anywhere between 2 to 4 weeks to arrive and if he wished to cancel his sale he had to do so within 24 hours or there would be a 40% restock fee. The customer agreed to the terms of the sale and signed the invoice for order and policy acceptance. After the customer signed the invoice, customer service then went over the policies for pick up. The customer was made aware all items do require assembly, it is the customer responsibility to look over all pieces for damage and the customer is responsible for bringing any items they need to secure the items for transit, that will not be provided by the company. Also on the policy for pick ups it states that we do not preview the items before pick up, there is a chance merchandise will come in damaged and we are unaware of that until time of pick up and if an item is damaged it may result in a second pick up. The customer signed these policies as well so the customer was aware of the chance he took picking up items, he was aware that some pieces could be damaged and he would have to make a second trip back to the warehouse to pick the item up.

At the time of pick up there were a few damaged pieces, we offered to fix the pieces for the customer but he demanded they be brand new and he demanded that we deliver once the brand new tv stand came in. We reiterated the polices of pick up and made him aware he would have to come back to get the tv stand.

We ordered the new tv stand for the customer and it came in on 4/30/2014. The customer was called and made aware the tv stand was in for pick up and that we have already opened and inspected the pieces and made sure everything was in good condition so a third trip would not have to be made, the customer then told us he was not picking up and that we are going to deliver it to him, we told him he would be picking the item up, he was already made aware at the time of sale that there would be a chance items would be damaged and there would have to be a second trip made for pick up. He did not like what we had to say, told us he would be getting delivery and hung up.

The customer was made aware 4/5/2014 that the first time he sees the product is our first time as well, he was well aware that there was a chance the product could be damaged and he would have to make a second trip for pick up, this is not something we sprung on him at the time of his pick up, the customer signed our pick up policy and also received a copy himself. The "damaged" stand the customer originally declined was fixed and is in excellent condition, we did not have to order a new tv stand but we still did and as stated before we even took the extra step to open and inspect all items to make sure there were no damages and a third trip would not be needed.

Customer service is horrible. They sell you broken furniture and won't honor repairs or replacements.

Review: I purchased a mattress on Memorial Day this year. The company is refusing to work with my schedule for delivery and is making me revolve my entire life around the delivery. They initially promised that delivery and rescheduling would not be an issue if I could not be home during a time when the truck was out. Then I come to find out later that I would be charged a delivery fee for having to reschedule. They will not deliver to me unless I will be home ALL day. I work every day. This is impossible. They are so completely lacking in common courtesy and customer service that they refuse to offer any solutions or help me with this delivery. They just basically tell me: be there or too bad you don't get your mattress. If I try to return it at this point, they will charge me a restocking fee! Now my mattress is just sitting in a warehouse somewhere collecting dust and dirt, no doubt.Desired Settlement: I want my mattress delivered to me on a day that works with MY schedule. I also want a free mattress protector cover for the month I have wasted trying to get my mattress and the extreme aggravation and frustration I have experienced at this store's incompetence and unwillingness to provide even moderately decent customer service.

Business

Response:

This customer was called and scheduled for delivery on 6/11 at the time of this confirmation, the customer stated she would not be home between12 and 1:30 due to the fact she had a meeting she could not miss, she was told that was ok, once we routed our truck we would call her back and let her know what stop she falls at for the day and that if she wishes, since we can not give times frames of when the delivery team would deliver, that we could have the team call her 1 hour ahead of time. The customer was ok with that option and agreed to delivery for 6/11.

On 6/10 the customer was called and we left messages on the lines provided and made her aware she would fall at stop 6 for the day and that would be a delivery that falls later in the afternoon. The customer calls back later that day asking what time her delivery would be and it was explained that we can not give a time but we have in our system that she is the 6th stop which would be an afternoon delivery and that our team has been instructed to call her atleast an hour ahead. The customer ended up cancelling delivery since we could not give her an exact time, and we informed the customer at the initial confirmation of delivery that we can not give time frames, the customer was already aware of this.

With the customer cancelling the day before her delivery, there was to be another delivery fee assessed since her product was already scheduled, confirmed routed and loaded onto the truck for delivery, but we did not charge the customer another delivery fee, we have kept in contact with the customer with days we would be in the area for delivery and all of the days that we had given the customer, she stated just would not work for her.

We have made several attempts to get the customer scheduled for delivery, we understand customers have jobs just as we do, sometimes we can not get off work to accept delivery but we do offer several options to customers to try to help them and get them scheduled in for quick delivery, unfortunately We can not schedule our deliveries around a customers schedule, the customer was never told that they would be able to pick the day they want for delivery and that we would work around their schedule, that is not how deliveries work, if we allowed our customers to tell us what day they want deliveries then our delivery trucks would be all over the place all of the time.

After several attempts we finally have a date that we are in the area that works with the customer which is 7/2/2014, we have the customer scheduled and confirmed in for that day, she is once again requesting a 1 hour call ahead which our team will give her.