Ashley Furniture Homestore

Review: I went to purchase a bedroom set for my daughter and had two specific requirements. They were a small foot board and the bedroom set required no box spring just a mattress. I was assisted by a sale rep Wesley who assure me the enchanted glided platform set meet the requirements. When I receive the set and it was assemble it was clear it needed a box spring. When I contacted the warehouse I spoke with Chrissy who advise me the owner was on the premises and she would explain what the issue was and get back to me. About five minutes later she contacted me and state the owner not responsible for the store mistake but he would sell me a boogie board for half price and to contact the store manager with my issue. A boogie board is a thin board that can take the place of of a box spring. The normal price $100 but my price was 50$ so I placed the order. I then contacted the store who advise the manager was off and will return my call. Deidre the store manager contacted me a couple days later. I began to explain what my experience had been. She stated she was off for a couple of days and will speak to Wesley to find out what went wrong. I should receive a call back by the end of her shift which was 12-9. I never received a call back from her. When the boogie board was delivered it was the wrong sizes. My daughter set is a fullest but I receive a queen size boogie board yesterday 1/30/14. This has been an ongoing process since 12/15/13 when I purchase the bedroom set. My daughter is still unable to sleep in her bed!Desired Settlement: To refund my 50$ for the boogie board purchase and my delivery fee149$ for the bedroom set.::

Business

Response:

This customer purchased at our Bear, De location 1174

Pulaski Highway Bear, De 19701, please update that address so it is not against

a store they did not purchase at.

This customer made a purchase of a bedroom set on 12/15/2013,at the time of purchase that customer was made aware that orders take anywhere from 3 to 6 weeks to arrive and once in we will call and schedule delivery.

On January 7th the customer was called and scheduled in for delivery on January 9th. On the date of delivery, as the delivery team was setting up the customers bedroom set it was then noticed

that the bed could not be complete without either a box spring or a Bunkie board. The sales associate sold the customer a platform style bed and he was under the impression that since it was a platform style bed it did not need a box under the mattress, which is not correct the bed was not a true platform bed. The customer put a call into our customer service department immediately and filled the rep in of the situation. The rep then spoke to the owner and they came up with a solution, that they could order the customer a Bunkie board, which serves as the same purpose of a boxspring and instead of charging the customer full

price for the board ($100) the owner sold it to the customer at our cost of $50. We did not charge the customer for the item right away we made an agreement that once the item came in we would then

charge the customer for the board.

After we spoke to the customer, the same day the customer called into the Bear location( store the customer purchased from) and spoke to the manager, the manager apologized for any inconvenience and once off the phone with the customer the manager called into our customer service department to see if there was any way we could expedite the order and get it in quicker. Unfortunately the item was backordered and was going to take about 2 weeks to arrive.

Once the board arrived the customer was then charged for the piece and asked if she could come in and pick the item up, that way she would get the piece quicker, the customer refused to pick up the piece and demanded we deliver the item to her. This was no issue on our end we were just trying to get the piece to the customer quicker.

Once in the area we delivered the board out to the customer, unfortunately the team grabbed the wrong board and delivered a queen size board instead of the full. The customer then called into management and expressed her feelings of the situation and management once again placed a phone call into customer service to see what we were going to do to correct the mistake. We informed both management and the customer that the wrong item was grabbed and we will get the correct piece to her the next day. The very next day ( January

30th) the correct board was delivered to the customer. The customer has the bedroom set set up and it is useable and has been useable since the day she sent in this dispute.

As for no contact from the sales associate or management, the sales associate has been in contact with this customer since the first date of delivery, he called the customer and expressed how sorry he was and that it was a misunderstanding and his mistake, the sales associate took full responsibility for the missing piece, and as stated before the manager has been in contact with the customer on quite a few occasions. No one has just left the customer out in the dark, the customer has received plenty of follow up calls from the sales associate customer service and management. We understand a mistake was made and we understand the frustration of not being able to sleep on the bed that is in your home, but we have done everything we can to help the customer out, we did not charge the customer full price for the board, we took $50 off and charged the customer what our cost of the item is and we did another delivery to the customers home for free.

A full refund of the delivery fee can not be refunded, our delivery team went out to the customers home and assembled the bed, there was no issue with the bed itself, the delivery fee paid for our team to come to the home, deliver and assemble all furniture which was done, and as for the board, either a board or a boxspring were going to be needed for this bed regardless, since it was not ordered at the time of purchase and the customer was inconvenienced, the owner only charged the customer what we would pay for the item, he did not charge her full price as she would have been charged at time of purchase.

Consumer

Response:

I have selected the wrong store how do I updated the store information? My purchase was made at 1174 pulaski hwy bear de.

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 have issues with the product that was delivered and the manager of the store. I received my delivery on 5/27/15 and all items purchased were correct. My issues is that the salesman completely lied to me about having to buy a certain piece of furniture and the dimensions. The salesman [redacted] stated that the sectional couch must have this one piece in order for it to properly connect the rest of the sections together. FALSE all pieces connect, without this one specific piece we were told we HAD to purchase, at my home currently. The other issue is that I provided my dimensions when making this purchase and was assured what I was about to purchase would fit. Again FALSE. In fact it is about 4 foot longer in width. Also the receipt and paperwork received at time of purchase do not list the dimensions it only provides the product information such as item numbers, color, how many etc. So there was no way for me to know that there was a problem with dimensions until it was delivered. After delivery I contacted the store manager to help correct the issue and was told "All he could do was offer an apology and nothing more." The manager thought it was best for us to leave it on the delivery truck. We even offered to pay to have the item returned and he said no that it was on us and to have a good day. He was completely rude, condescending, placing blame and acting like this was my fault when in reality we were misled and given wrong dimensions and false information of the furniture we purchased. Even the delivery guys told us they the salesman lied because they know from their experience that all sectional couches will connect and that they often hear from customers on how they were duped into purchasing a piece because of how it would connect. They felt that salesman’s often portray false information to collect a larger commission as they often hear customer dissatisfaction in the home. The manager at the store blamed us for now calling upon delivery with our concerns. Yet the issue was customer service closed at 6:30pm and the delivery was not set up till 7:30pm and the guys told us to call first thing on 5/28/15, which we did.

The store and manager in question is: Ashley Furniture

4130 Concord Pike

Wilmington, DE 19803. (302) 543-6407

I cannot believe the disservice of ASHLEY Furniture and this manager’s highly unprofessional demeanor and unwillingness to hear my concerns or make any corrections. I never heard of any store not correcting issues with a purchase (especially when spending nearly $5,000) and then blame the customer.Desired Settlement: I would love to have this item returned at no cost and to have either some sore of store credit or money taken off our credit card. I would also like to see a change in store return policy. When spending this amount of money a return or store credit should be provided.

Review: We purchased a bedroom set and paid $1,000 up front on 2/24/13. At 4130 Concord Pike in Wilmington.After we paid for our furniture we were told that it was on back order for 3-8 weeks.We waited over 8 weeks while our furniture was on back order. After about 10 weeks we were given a $50 dollar refund and told the furniture was ready to pick up.My wife and mother in law tried to pick up the furniture but employees at the warehouse could not find the bed.After waiting 2 hours we were given a note and told they would contact us when the missing piece was located or reordered.That was approximately 3 months ago. I did not hear from Ashley furniture until I called them today.A women named [redacted] said my furniture was there and always had been there. I insisted that either they deliver the furniture for free or they refund me an additional $149 dollars (their delivery fee)[redacted] refused to give any consideration of that type and said I could pick it up or get a 60% refund for unclaimed. I insisted on speaking with the owner [redacted] said she would email him and he may or may not get back to me and could not give any time frame on me receiving communication from them. (2 months later I haven't heard from Lester)Initially I was pleased with Ashley furniture and felt I gotten a good deal. Even after the 10 week wait and the $50 dollar refund I still felt that Ashley Furniture was being reasonable. I accordingly tried to pick up my furniture and complete the transaction.At this point I feel extremely dissatisfied with my entire experience with Ashley Furniture. I especially felt that[redacted] was evasive, and uninterested in understanding my complaint let alone actually helping me. I feel that I have given Ashley Furniture more than ample opportunity to make things right and remain extremely disappointed.Thank you for your consideration in this matter.Sincerely[redacted]Desired Settlement: Since we already tried to pick up the furniture and Ashley was unable to give it to produce it I would like the rest of the furniture delivered or a refund of $149 dollars (the Ashley furniture delivery fee).

Business

Response:

I believe I had already responded back to this complaint back in November. The customer has all of his product.

This customer was a pick up customer, he was called and made aware that his items were in, when he came to pick up, the warehouse might of had trouble finding the items, but no way did anyone wait 2hours for a pick up of their product and no one was handed a note stating their items were not in, if items were not in, the warehouse staff would direct the customer right to customer service and the issue would of been handled right then and there, no one would be handed a note stating there items could not be found.

As for a refund of $149 for the customer to come back in and pick up, that can not happen, this customer is a pick up customer, he was given the option at time of purchase to pay for delivery or pick up the items, if the customer paid for delivery we would not only deliver the items to the customers home but everything would be assembled in the customers home and if anything were to be damaged, the items would be taken back and then once the issue was fixed we would re deliver, the customer chose to pick up, anything can happen at time of pick up, product could be broken, tagged wrong from the factory or just state that it came in but was never received, rarely ever does this happen, but it does happen and these are the risk you take being a pick up customer.

There are no refunds to be given to this customer he did not pay for delivery and assembly so we can not refund him for delivery and assembly.

Review: Upon the purchase of our new home, we purchased about $2,000 worth of new bedroom furniture for our 2 children from Ashley Furntiure Home store in Bear, DE the end of May/beginning of June 2014. We were scheduled for delivery and set up by the store. Upon the day of scheduled delivery and set, the furniture arrived by 2 gentlemen employed by Ashley's. One set was delivered, set up correctly. The second purchased set with delivered and set up being damaged in the process. Both pieces, the bed and dresser were damaged due to not being put together correctly. It was noted to the delivery men that it was damaged and they in turn said they would report it to their service department. After not hearing anything, we called the service department, multiple times, being told numerous that they "weren't sure the status" or "we will give you a call back", etc.

The beginning of July they finally sent a service person to our house. He arrived and inspected the damaged units. He stated the damage was definitely caused upon set up and the "person who put the furniture together did not know what they were doing." Upon leaving, he took the section of the dresser with him that was broken so it could be ordered. he also promised to order the replacement track for the drawer for the base of the bed, along with knobs that had been stripped. He said they would be delivered to our house and we were to call when all parts were received so he could return and fix the units. Three weeks passed by, only the tracks were received. We again called the service department the beginning of August to follow up. Our contact person, [redacted], in the service department stated she was unsure as to why we were told the part would be ordered as it is a piece that cannot be ordered and replaced. She stated, as usual, that she would look into it and give us a call back. Again, no phone call to follow up.

Tired of being lead on, I contacted the national Ashley Furniture Homestore Corporate office. I received an email back stating since each location is privately owned, they could not help me and I had to contact the local office. The same local office I've already had numerous conversations with. I called them again as directed and spoke to a different employee. I was then told I needed to call the Bear, De location store manager as that is where we made of purchase. Hoping to get this resolved, I did what I was told and called them the beginning of the week of August. Once I finally contacted the store, I was told the store manager was on vacation but she would contact me when she returns. Still waiting for a phone call.Desired Settlement: At this point, I want both the damaged bed and damaged dresser replaced at no cost to me, delivered and set up as orginally contracted, by someone who knows what they doing so there is no risk to having the damage take place again.

Review: I purchased furniture from Ashley Furniture on March 24, 2014. I received a call the first week of April advising me that the purchase was available for pickup. I went to the warehouse on April 5, 2014, to pick up the furniture. On inspection, I discovered that the furniture did not appear to be the same as the furniture on the sales floor and declined the order. When I had not heard back from anyone on the status of the furniture I stopped in the store where I purchased the merchandise and spoke with the store manager, [redacted] told me that she would have the assistant manager, [redacted], look into the matter on Saturday and that she would get back to me on Monday. When I had not heard from her on Monday, I called her on Tuesday. [redacted] said that she was going to contact the warehouse and get back to me. She followed up leaving me a message indicating that she had spoken to the warehouse personnel and it was up to them as to when and what they will do. When I did not hear from the warehouse I contacted the Ashley Furniture headquarters on April 21, 2014. I received a letter from [redacted], Consumer Affair Department,, informing me that every store is independently owned and operated and that she would pass the information to the Head of Customer Care of the Bear Homestore. At this point I don't want the furniture and want to be released from any further dealings with this company.Desired Settlement: reimbursement for the $50 that I had to paid to get someone to pick up the furniture, the $138 deposit that I made on the furniture, refund of the three payments made in good faith of $25 each and cancellation of the contract for financing that was associated with this transaction

Business

Response:

Customer made a purchase of a loveseat and sofa chaise on 3/24/2014 from our Bear De, location. At the time of purchase the customer was made aware that if she wished to make any changes or cancellations she had 24hours to do so, if it went beyond the 24hours there would be a 40% restock fee on the product. The customer was also made aware that all orders would take between 3 to 8 weeks for arrival and we would call her once product arrived to our warehouse and we would schedule a pick up.

On 3/31/2014 the customer was called and made aware that her product has arrived to the warehouse and she could come Monday- Saturday anytime between 10am to 4pm to pick up her items. On 4/5/2014 the customer came to pick up her items from our warehouse, at the time of pick up our warehouse team allows the customer to look over the items to make sure there are no damages to the product. At the time of inspection the customer declined the pieces due to the fact that she did not like the stitching. We informed her there was nothing wrong with the stitching, she could go to the store where she purchased and see that the stitching is very similar to the one that came in for her, we even had the product in our warehouse showroom and offered the customer to look at those pieces as well to see the stitching is the same. The customer still declined the pieces and refused to take them with her.

There is nothing wrong with the customers product she ordered, there are no damages to the items and the items that came in meet Ashley Furniture Manufacture standards. If the customer no longer wants the product,then as stated when she first purchased, we will accept this as a cancellation and she will lose 40% of what she paid for the product. If the customer wishes to keep her order, since there is nothing wrong with pieces, then the customer can come pick up her two pieces Monday-Saturday anytime between 10am to 4pm.

Review: My whole furniture purchasing experience was a challenge with this company. I have decided to log my complaints with the Revdex.com with the hope it will help the company to train their personnel to avoid future customer service issues.

1. I spent $11,000 on furniture with the company. It took three deliveries and multiple phone calls to both the store manager and the customer service department to get my order to my home. The first delivery was missing one of my nightstands and a piece of my sectional sofa was damaged.

2. I spoke to the customer service representative who told me that I had only ordered one nightstand and that she would reorder the piece of my sectional. A few weeks later I had not heard from anyone. I had to reach out to the customer service department to inquire about my order. When I called, the piece was still not in. I called the store to talk to the manager and she helped me to find out where the piece was and what was taking so long. She also helped me to go through my itemized bill and we realized I had been charged for two nightstands but only one had been ordered. She helped to expedite the order of the nightstand and the piece of my sofa I was waiting for.

3. The sales associate was new and she had ordered a mattress base that I did not need for my platform bed. That was returned with the first order and I was told by the store manager that I would see a credit on my bill. I have been through two billing cycles and I have not seen my credit of $395.00 for my mattress base that I returned in October.

4. I had to continue to call to follow up on my missing pieces. I finally got a hold of the customer service folks to schedule delivery(they did not call me to let me know my items were in) and we set up delivery only for them to not show up. I called the following day and they apologized and said their was an error in their computer.

5. Finally my pieces arrived and they forgot to bring the legs to my sectional piece. I called the store manager again and she said she would take care of it. A week later I still had not heard anything so I called customer service again to track down my order. When I called they said that they had shipped the legs to the sofa out via UPS. Still no call! Finally the day after they were shipped the customer service took the initiative to follow up and apologized for the mess that had been my experience.Desired Settlement: I would like to see the credit on my bill for the $395 that they owe me. I also would like to cancel the very expensive insurance/protection plan I got with the furniture. I do not trust that if I had an issue with my furniture that they would be able to help me. The warranty that I paid for is $599.99. I would also like that credited towards my balance. I believe that the company should extend that warranty for me at their cost. I love my furniture and I would like to reccomend your company but with the level of customer service I received I would never do that to my family, friends or customers.

Business

Response:

$395 has been refunded back to the customers account and should show as a credit on her next statement. As for the warranty, the customer had 24hours to cancel the protection plan, the protection plan has already been registered and can not be cancelled. The protection plan is valid up to 5years, if an issue is to arise within those 5 years ( any rips stains damages) the customer will give the third party warranty company ( [redacted]) a phone call and they will set up a time for a service tech to come out and assess the damage. If the damage can not be fixed by parts or the technician can not fix it on hand then they will authorize for a new one to be ordered for the customer. The customer deals directly with this company [redacted], not with us. We can not cancel and refund the customer $599 for the warranty and we can not give the warranty to the customer for free.

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: On June 12, 2015 I purchased 5 pieces of furniture from the Bear De, Ashely Furniture Store. The contract read that I would receive my furniture in 2 - 4 weeks. The sale rep looked up the furniture I had ordered and said it was all in stock and we shouldn't have to wait long to get delivery. On June 15th the full payment for my furniture went through. On July 11 I called the manager of the store because we had not heard from them regarding delivery. She told me that she could not answer my question and I would have to wait until Monday. On Monday July 13 the manager was not available and I spoke to the sales rep who sold me the furniture. The sales rep said that my furniture was now on backorder and there was nothing that could be done. I would have to wait until at least early September to get this furniture and they would not make any promises on when this furniture would come in. I asked for a copy of the manifest so I could know if they had actually ordered my furniture. I was told by a former employee that often times they actually don't order the furniture.Desired Settlement: I want my order delivered and I want to make sure that this company doesn't continue doing business in this manner. I believe it is fraudulent for them to take full payment and not deliver the furniture as promised and I would expect them to at the very least be able and willing to provide proof that the furniture was ordered.

Business

Response:

This Notice that I just received today, is the first notice I was sent on this customer. Below I will tell you what happened with the order and how it was handled. Ms. [redacted] made a purchase from the Bear De location on 6/12/15, at the time of the customers purchase, some of the items she was purchasing showed low quantities, we quoted the customer up to 4 weeks for arrival of the product, but we told the customer we would keep an eye on the order and make her aware of any changes, which we did. Unfortunately a set she had ordered kept getting pushed out, the stock was just not coming in to the warehouse so we could not get the items for the customer. We made the customer aware of the situation and told her if she wished, we could bring the other items in on the order and deliver them and when the other pieces came in, we would either deliver or she could pick them up. The customer did not want us to separate the order so we still kept everything to ship together. Weeks went by we kept checking on her order and still, those items that were showing low stock, were still not coming in, we ended up calling the manufacture and finding out, that the one set had actually just been discontinued and they could no longer fulfill the order. We immediately called the customer, made her aware of the information we just found out and we had given her the option to either reselect or she could get a full refund. The customer chose to get a full refund and that same day, her husband came back to the store where the purchase was made and received a full refund. Thank You,

Review: We purchased the furniture on 4/14/13, it was delivered on 8/26 last stop. We realized the support pieces were missing as mattress sunk to the floor when daughter slept on it that night. Also, there are many damages all over the bed/storage pieces. Contacted the store the next day, after Randy went over to daughter's apartment to check it out. Called again on Wednesday also and we were told the technician will examine the damages when the missing pieces are delivered. Almost two months later, the pieces were delivered on 10/18, we called the service dept on 10/21, stated the technician Dave will call to schedule to come out and fix the gauges/scratches. We have not heard from anybody, after several attempts. We contacted the store manager, who asked us to email the pictures to her as she was having a meeting w/ the store owner on 10/14 and she'll let us know what the owner says. Nothing, we haven't received any answers yet. Our daughter has been sleeping on the floor for 2 months, w/ bed taking up almost 1/2 of her room, mattress takes up the other half of the room. We are tired of waiting and our patients are running out. We are not trying to be difficult, just want these people to do what is right and stand behind their product. We had full intentions to work w/ these people to correct the issues but now we just want our hard earned money back so we may shop elsewhere.Desired Settlement: We are totally disappointed and annoyed with this business. This was our first purchase and definitely the last. We've never had to deal w/ any business like these people. We paid a lot of money for this full size bed w/ storage, we want brand new furniture, not damaged and pieces missing, especially after two months! We want our money back.

Business

Response:

This is not our customer, this is the customers parents. Our customer [redacted] was scheduled and completed for service on 11/1/2013. We secured the bed for the customer and fixed the dents and scratches on the customers footboard and rails. We have called the customer and did a follow up service call and made sure the customer was happy with the service that was completed on 11/1/2013 and the customer made us aware that she is pleased and satisfied with the work that was done.

Review: On delivery day, 2 men were unloading our order. When they unloaded our coffee table, I noticed one of the men looking at the bottom edge and feeling it with his hand. He then grabbed a tool that looked like a putty knife and scraped it in the same spot he was looking at (they were also watching the window to see if I was looking out). When they brought it in and set it down, I looked at the area they were messing with, and sure enough, I saw a gouge taken out of the bottom. The wood had been splintered. I brought it to the delivery man's attention, and ha called his boss on his phone. I talked to her too and she told me they would call tomorrow to set up a time for someone to come and look at it, for it to be repaired or replaced. No one ever called me back! I called them back consistently for over 2 weeks. Each time customer service promising me someone would return my call. No one ever did!Desired Settlement: I believe I need a replacement and possibly even a refund for all the trouble they've been.

Business

Response:

We do apologize for the delay of the repair of the customers table, we have sent paperwork over to our service technician and the customer will be receiving a call to set up a date for service on the table in his home.

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.

Ashley's takes your money, damages your furniture on delivery, then you never ever hear from them again. Sheisters and thieves!!

Review: I ordered a love seat and sofa in early June 2015. My delivery was scheduled for late July 2015. However, I received a call on the day of delivery stating that the love seat did not meet their quality standards so the delivery was delayed.

On Aug. 8th, 2015, the love seat and sofa arrive. It was immediately obvious the quality of the furniture was poor. The cushions were warped and the sofa had rippling within the fabric. I immediately called the store to tell them I was disappointed and shocked at the poor quality and wanted to cancel the order. They said I would be charged a 40% restocking fee!!

I told the store manager, [redacted], that he would likely not want this furniture in his house and why should I be charged when they didn't hold up their end of the bargain? The furniture I received did not look like what I saw in their show room. I decided to send the couch back to the warehouse where they would "inspect" it.

In the meantime, within 3 days, it became obvious that the love seat also had quality issues. There are indents in the cushions and only one person sat on it!!

I've emailed customer service. I have called the warehouse several times. I was even told "that's what the cushions are like". Well, if that's what they are like then their should be a disclaimer to the consumer that cushions will warp and indent once seated on.

Further, Ashley Furniture has not apologized nor tried to work with me. I just want to return these poorly constructed pieces of furniture and get my money back. Everyone I speak to basically says that is not possible and I will be charged the 40% restocking fee.

It has been 8 plus weeks since I ordered furniture for my new home. My last conversation with the warehouse today, I was told they ordered another sofa but they have no idea when it will be here. I don't even want it at this point given all the quality issues. This has been one of the worst experiences I have had in terms of large purchases I have made over the past 20 years.Desired Settlement: I would like to return the love seat and sofa for a full refund.

The sofa is not in my possession as I had to send it back for defects. The love seat is in my possession as of Aug. 8th. It was sat in once and is already warped.

I just want it out of my home. I want a full refund.

Review: I went to Ashley Furniture store on December. 12 to purchase a living room set, the transaction went fairly smooth and I paid 378.00 down for a deposit. After I returned home, I realized I no longer wanted that particular living room set and I returned to the store the next morning to cancel wich was still within the grace period. I was told that because I paid in cash I would have to wait for a check to be issued from the cooperate office. I have made two phones and I was told by an employee that she is waiting from a response from her cooperate office. Now, three weeks and three days later no updates given and still no refund check.

Business

Response:

A refund check for the amount of $378.99 has been issued and mailed to the customer. On the back of the customers receipt, it does state that any cash or check sale cancellations, could take up to 15 business banking days plus mailing time for a refund. We were still within the time frame quoted to the customer, but the refund check has already been mailed out and if she has not received it by today( Friday) then she should have it within the next day or so.

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 purchased a piece of furniture from Ashley Furniture in Dover. The furniture was delivered without a problem. The day of delivery I noticed one of the doors will not stay shut. The day after delivery, I noticed there was a crack in the wood of the furniture that has been covered up a black marker! I called the company and was told by the person answering the phone at the warehouse that a new piece would be sent out. She connected me to someone else who said they would call me back ( they never did). So I called them back the following Monday morning. I was told by the sales rep at the Dover store that she would work this problem out for me immediately (she hasn't and she also has not called back). I waited 4 days and called the store back, only to be told that someone would get my message, I questioned how they would get my message since she never bothered to take any of my information, no name, number, nothing. She was eager to get off the phone after realizing this fact. I called the warehouse back and was told that someone would come out to repair the furniture, but my question is - How do you repair broken wood? When I told the staff member that I was not interested in any repairs but wanted the item replaced by a whole piece, she informed me "we don't do that." If the furniture was broken and I failed to see it, then I would be at fault. However, the break in the furniture was purposely covered up with sharpie- that is dishonesty in its highest form. When I asked for the store managers name, I get put on hold. Mind you, no one, NO ONE at either the store or warehouse who I told that the furniture had marker on the break was surprised. This leads me to believe that this is common practice for this company. Customer service is useless. They say call the store, I call the store and they tell me to call the warehouse. Its just a big circle of dishonest business. And I still have not received a call about the door that won't stay shut!Desired Settlement: I want the company to pick up this broken piece of furniture (at their own expense) and make me whole with a new piece of furniture that is not broken and covered up with black Sharpie marker. I would like to purchase other pieces in this set, but I am reluctant because they are being very dishonest and not helpful.

Business

Response:

I normally get Revdex.com disputes forwared onto me by my manager, but I can not find this one to respond to so I am repsonding thru this email. Customer purchased a dresser from our Dover, De location on 10/12/2014. At the time of purchase the customer was made aware that her order would take between 2 to 4 weeks to arrive to our warehouse and then she would be called for a pick up. The customer was also told that if she wishes to cancel or change the order, she had to do so within 24hours of purchase, if a cancellation or change were to occur after, there would be a 40% restock fee. The customer agreed to the policies and signed her invoice. On 10/15/2014 the customer was called and made aware her dresser was in for pick up, the customer informed us that she would like to receive delivery instead and she would be in to pay the fee. On 10/17/2014 the customer went into the store where she purchased and paid for delivery, that same day the customer was called by our delivery coordinator and scheduled for delivery on 10/22/2014. On 10/22/2014 the customer received the delivery of her dresser, at time of delivery the team allows the customer to fully inspect the item before she signs her delivery ticket and they leave, not only does our delivery team give the customer a chance to look over the product, but a phone call is placed into our service department and customer service speaks to the customer to make sure they inspected the item before they sign the delivery ticket. The customer did notice that one of the doors on the dresser was not closing properly, it kept popping open, we informed the customer that we could get parts for that and easily set up a service for that issue. On 10/23/2014 the customer called into our service department stating there was a spot on the dresser that looks like it had been touched up by a sharpie and she wished to get a new dresser, the customer service representative explained to her that we would send a technician out to her home to see if it was something that he would be able to fix, if it was not something that could be fix, it is then decided if a new dresser needs to be ordered. The customer does not want us to send the technician to her home, she does not want damage fixed, she wants it to be replaced, we explained that is not how the procedure works, this is what is done to our product that comes in for our showroom floors, if items come in damaged, we have a service technician fix the damaged item, if the item can not be fixed by the technician then a new piece is then ordered, but before we can order a new piece, we have to have our service technician as the damage. The customer then refused to let us send a technician out to her home. In order for us to do anything with the dresser the customer accepted into her home on 10/22/2014, we have to send our technician out to her home to look at the damage and decide if it is something he can fix, or if it is something that can be replaced.

Consumer

Response:

Review: I have purchased 3 items of furniture on 9-21-14 and the next day on 9-22-14 I cancelled one of the items. There policy is 24 hr notice for cancellation or a 40% restocking fee after (the item was cancelled and was never ordered), I am to be refunded in the amount of $417.30 which I was informed by the store clerk on 9-22-14 would take 7-10 business days because I paid cash. I have contacted both the store location and the customer service number over 10 times in the past 3 weeks beyond the initial 10 business day waiting period, and I have been informed from a receptionist named Sherry that one of the owners named Kim has not gotten back to me about my refund. Sales [redacted]Desired Settlement: I am requesting assistance with my refunded as stated by the store clerk in the amount of $417.30.

Business

Response:

If paid by cash or check ( as it states on the back of the customers invoice) refund checks can take up to 15 banking business days plus mailing time.

A refund check has been issued and mailed out to the customer.

Consumer

Response:

Review: I ordered a very expensive leather recliner chair, I was in the store for over 90 mins, when I decided on this chair. I chose the same model I was sitting in which was power. the salesman wrote up the chair, we agreed numerous times that the chair he wrote up was the chair I was sitting in. when the chair arrived at my home, one of the delivery guys put a cell phone to my hear and said, just say yes "yes, you got your delivery" when si got on the phone a mans voice said, did you get your furniture, any damage to it?" I said no it looks ok, so far. I hadnt even sat in the chair yet. right before I sat down I said ok let me plug it in (since it was suppose to be power) the delivery guys said this is not power, I said its suppose to be, they laughed and said "no". aty the same time there were their I was having my A/C repaired, everyone was talking to me and my husband at the same time, the delivery guys left the door open and my youngest child (3) ran out the door. As I was calling the store, the delivery guy handed me a paper saying, sign here that you got your delivery, with all the commotion I signed for it, they said they would not be taking it back. I clled the store they said "sorry you got what you ordered, but I will call corp office and you will have to pay additional 200.00 for power model plus 40% restocking fee on the cahir that was delivered" I explained that I did not order a manual recliner, it was not my fault. The salesman gave me his personal cell number the say that I ordered the chair, so I called him, he admitted that he must have written it up wrong and was very sorry and would make it right. he said that he worked the next day (sunday) and would talk to his manager. I called later that day (sunday) the salesman said sorry its your problem I dont work threre no more, so I drove to the store. When I arrived at the store I was pulled to the side and said that salesman quitm but Again I was told sorry not our problem you accepted the furniture, I said I just want to return it and will pay the 40% restocking fee, manager said "sorry its your problem, we are not taking the chair back" I have contacted corp but they say the business in individual owned and they can not help me. I do not want the chair, and it was placed on a credit line thru the store for close to 1200.00 not to mention the 120.00 I paid the day I ordered the chair, plus the 100.00 delivery fee and the 130.00 5 yr warranty. This is not the chair I ordered, why are they allowed to not take it back.Desired Settlement: At best I would like them to come p/u this chair, and call this done. next would be they p/u chair and I only pay the restocking fee. I am extremely upset, I felt ripped off, lied too. this chair is not only not the type I sat in the store but it feels nothing like it, no one in my home likes it, its uncomfortable and looking at it, angers me that I have to pay all this money for a chair I didnt order.

Review: When my girlfriend and I were in the process of moving back in 2013 we went to Ashley's Furniture expecting to get a great deal on a mattress. At tge time they had a deal on a memory foam mattress that we fell in love with so I paid for the mattress in full on that day. The sales pwraon told me that it would be delivered to rhe warehouse within a couple of weeks and thet would give us a call. Mnths later we still received no word about the mattress so we gave the store a call we were given the run around and told we had to speak with a manager but there was none in the store at the moment and would have to call back. Mnths later we finally got in touch with the manager who stated we had to call the warehouse customer service. When I called the customer service number they told me that the mattress had been considered abandoned and there was nothing we could do about it. I tried to get in contact wothe store again to ask them if I could atleast get store credit or some kind of refund and the lady at the desk told me that the store would be closing the next day and there was nothing that I could do about it. I tried to contact other Ashley's Furniture in the the area but they stated that each Ashley's was owned by a different person so the rules varied.Desired Settlement: I would like either a replacement mattress or a refund. I spent over $400 that has went towards nothing.

Review: I purchased a bedroom set from Ashley Furniture on memorial weekend. The furniture was delivered on June 19th. There was hardware missing for the bed so they could not put it together for us. They said they would have to order the parts from the manufacture. Eleven days later still sleeping on the floor and my bedroom is in pieces, I still have not recieved the hardware. I called customer service and spoke to [redacted], she said they ordered the parts but they are not shipped yet. She was supposed to call me back to let me know the reason it has not been shipped and what they are doing to get this resolved. I called again because she didnt return my call and had to leave another message. This is poor business and seems they dont care about me as a customer. I would like the parts overnighted to me right away or I would like them to come get the whole bedroom set and refund me my money. There is no reason for this to take the time it has taken and for me to be sleeping on the floor when I paid good money for this bedroom set.They have had ampel time to send me these parts. I am very unhappy with there service and would like this resolved immediately.Desired Settlement: I want my parts to the bed overnighted immediatley or come get the furniture and give me full refund and I will buy elsewhere.

Business

Response:

The hardware was ordered the same day the customer received her order. The hardware is not something that we have in stock at our distribution center, it is something we have to order and have shipped in. The hardware unfortunately was not in stock and not something that could ship right away.We have arranged, for this Monday July 6th, to go to the hardware store and get the correct bolts needed to assemble the bed in the customers home. The customer has been called and made aware that we will be at her home on Monday to finish the assembly of her bed.

Review: On Sept 30, 2013 I went to the Dover store, wrote a check for 3 items. I was informed 30 minutes after purchase I had lost my job. I went immediately back to the store, cancelled the purchase. I was told the funds were already withdrawn, confirmed by my bank. Store manager said full refund back but would have to come from corporate office. Have called every other day, got my bank involved though it's not a fraud issue, have been unable to have a conversation with anyone but a secretary who tells me the general manager has to sign the check but is always in a meeting and unable to talk with me. Told by store personnel these things take 3-4 months to resolve even though they took over $1400.00 out of my account immediately, 'Corporate always takes a few months'. Have a receipt that confirms all funds to be returned and no restock because I never received any goods. Please help.Desired Settlement: Immediately. I should be able to pick up the funds at the store. Why this delay. It's Nov 14, 2013. Six weeks to return money?

Business

Response:

The customer was made aware at time of cancellation that the check was already being processed and that we had to wait for the check to clear, which takes up to 14 business days, and then it could take another 14 days for a check to be cut and sent out. We have already issued and sent out a refund check to this customer.

Review: Furniture puchased on 2/2/13. Tried contacting customer service for a month and got no where. Finally was able to speak with someone who told me that my one year warrenty was no long available. The furniture and pillows I purchased are all piling. Only myself and my husband living in the house. The material appears to be inferior. I also purchased a five year warrenty, but was told it does not cover piling of furniture. It's hard to believe that a furniture company would sell inferior furniture and that it would only hold up for one year.Desired Settlement: Would like replacement of two chairs and the pillows I paid extra for.

Review: Upon delivery, we advised the delivery men of the damage that was seen on our furniture. The damage consisted of: two scratches on our master bedroom headboard, poor/off alignment on chest drawer (same set), on a separate chest there's split wood on the base. We have sent photos to Ashley Furniture and emailed them about half a dozen times looking for a repair for our furniture. They asked for the photos, which we gave them, and we never heard from them since. We have called multiple times and our phone calls get ignored. The chief executive officer of Ashley Furniture was in contact with us and was the one that was deliberately ignoring us. Desired Settlement: We would like for someone to come to our home to fix the damage that was on our furniture.