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Ashley Furniture Homestore

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Ashley Furniture Homestore Reviews (3760)

Review: I purchased a three piece leather sofa set. Due to the delivery mans rush to get to his mother in the hospital my products and hardwood floor became damaged. The delivery man used a hardwood stain to marker in the large scratch on the floor and used that same marker along with a dirty rag to try and cover up the leather chair scratch which resulted in a smudge, I was not happy with that and declined and sent back the 1 and 1/2chair. I was not comfortable keeping that chair. While they loaded the chair back in the truck I noticed the sofa and loveseat had scratches as well but they left in such a rush that I did not get the opportunity to send them back as well. I was so distraught I contacted Ashley and [redacted] a customer service rep helped calm me down. She then assured me that [redacted] would fix this. I gave [redacted] the opportunity to fix this very distressing situation and their solution was to send out a technician to fix the sofa and they would have him look at and repair the one I sent back to the warehouse also. The technician came out on a Thursday and did his best to cover up the scratches. The technique he used caused such a strong odor in the house that I had to lock my severely Asthmatic 6 year old son in the room with an air purifier but he still began wheezing from the odor. The scratches had been covered but unfortunately on Saturday my husband took a nap on the couch right before we went out and while at a store trying to buy end tables to complete our new living room I noticed he had paint all over his face, ear and neck. How embarrassing, we were mortified the paint he used was rubbing off. At this point I contacted [redacted] and asked for new products or our money back they refuse and their resolution is to send the technician back out again. I refuse to put my son through that again when we paid $4,238.96 for NEW couches not for scratch and dent repaired products[redacted] refuses to give us what we paid for which is NEW not damaged items. I purchased these items on 9/9/13 for our family get together which will begin on 11/6-Thanksgiving and now find myself completely anxious and beyond distraught over this situation. I have had panic attacks, nightmares, and cried plenty of tears over this situation which could have been resolved a long time ago. I cant believe that [redacted] owner has treated us this way. It was his delivery mans fault that all this happened not mine. His only solution is to send the technician out again to re-do the work that who's to say will not rub off on my families face in a few weeks and cause my son Asthma again. I refuse, I simply want what I paid for! I went to [redacted] because I thought they were the best, I cant believe how wrong I was. No customer should be treated this way.Desired Settlement: I want what I paid for NEW! If they cannot provide a new set I would like my money back so I can purchase the set ASAP somewhere else Hopefully before our family arrives.

Business

Response:

The customer was informed you must stay off the product for 24hours, the customer states that 24hours had passed before they sat or did anything to the item that was worked on, if that was to be true then the paint would not have rubbed off onto her husbands skin, we have never had any issues before where a customer received similar work and then the paint rubbed off after 24hours, this is the first time this issue has ever come up.

After the technician performed the service on the customers sofa, you could not longer see the scratch on the item you would of never known the mark was there, the item can be easily fixed and it will be fixed. We can not replace a brand new sofa that has a small surface scratch that can be repaired, with another sofa. Ashley furniture has a 1 year manufacture warranty on all of our product. If there are any manufacture defects with an item a customer purchased we will first try to repair the item, if the item can not be repaired, then a new item will be ordered to replace that piece. In this case the item can be repaired and will be repaired the customer just has to let our technician come to her home and perform more work on the sofa.

Consumer

Response:

Review: I was told by the sales staff at the store that when my furniture was finished they would call me and give me a delivery day and time. I did receive that call and was told that I was drop#10 on the delivery list and that they would call me 30-45 before delivery. My delivery date was 3.19.2014. At around 2-3 PM I called the store to see when they would be here and was told they were running a little late, but they would call. They called me at 5:30 PM and said they were at Chestertown and had 2 more stops before me, one in Centreville and one in Goldsboro. I told them that I go to bed at 8:00 pm they would have to call my husband. My husband came to bed at 10:30PM still no call. At 12:05 am they called my phone and at 12:09 they called my husbands. Needless to say I didn't get my furniture. I called numerous times on 3.20.2014 to the store and to the delivery coordinator and I was not satisfied with their response. I did not receive my furniture until Friday 3.21.2014.I asked to speak to the manager and was not allowed to speak to him/her. And I told them I sent an email to the corporate office and they said they wouldn't get it, that it goes to the warehouse. They should not be allowed to call so late for one thing, and they do not have a very good record for customer service in my opinion. This was my second purchase from Ashley, if I do buy again it will not be from this office. I paid $150 for delivery and trusted in what they told me. I am very and disappointed in the lack of professionalism.Desired Settlement: I want the complaint listed and I think I should at least have my delivery fee returned.

Business

Response:

On the day of this customer delivery(3/19), one of our trucks broke down, this happened first thing in the morning, so we had to wait for another delivery tuck to come to them, off load all of the product for delivery and then load the other delivery truck. This of course took time and pushed our delivery team a good bit behind schedule. All delivery customers for that day were called and made aware of the situation and made aware that their deliveries would be made later than expected.

Our delivery coordinator and delivery team were on the phone with the customers keeping them updated throughout the day of where the drivers were. Some customers even cancelled delivery for that day and rescheduled and some customers kept their delivery because they did not mind waiting. As it got later on in the day our delivery coordinator put out a phone call to our customers and tried to get them to reschedule because it would be a later then usual delivery, this customer did not want to reschedule she wanted to keep her delivery for this day. We gave her numerous chances to reschedule and she did not want to. The driver did indeed call the customer late at night because as the customer was told you will be called atleast 30minutes before the driver reaches your home, the customer did not answer and instead of going to the customers home and disturing them, the driver returned the customers product to our warehouse and the very next day (3/20) our delivery coordinator got in contact with the customer and had her scheduled in for delivery on 3/21.

There is no delivery fee to be refunded to this customer, she was given the opportunity to cancel and she did not wish to do so. When the customer did not answer the phone call that night for delivery, her delivery

was skipped, items were returned to the warehouse and she was called the very next day(3/20) and rescheduled for delivery the following day (3/21)

Review: On March 30, we purchased furniture from Ashley Furniture in Wilmington, DelawareThe purchase included a dining room table
Upon delivery of the merchandise, the leaf of the table (removable center section) was damaged, either before or during the delivery) and the leaf was refusedI specifically stated that I did not want the leaf repaired, but replaced
Several weeks later, another delivery attempt was made for the leaf, but the leaf that was delivered was the same leaf poorly repairedI took pictures of the leaf and again refused the itemThe delivery men called the main office and I spoke to a woman to whom I made it clear that I would not accept a poorly repaired piece of furniture and the only acceptable solution was for another, new piece of furniture
Several weeks have passed and I did not hear anything from Ashley FurnitureI made several calls to the main office, spoke to a woman who told me she would find out and call me backI had to follow up with her several days later and finally was given a delivery date of Tuesday, July 16, I was told the delivery people would contact meI asked the woman to confirm if a new, different piece of furniture was to be sent, and she said she was not sureI then reiterated that I would not accept the same, damaged and poorly repaired piece leaf, that I had identifying pictures of the other leaf and would refuse it a third time if it was the same item
Once again, I have not heard anything from Ashley FurnitureIt's been over three and a half months since my purchaseI've been plenty patient, and now feel like the resolution of this matter is not on Ashley Furniture's priority list.Desired Settlement: I want a NEW leaf, one that matches the tableOne without blemishes, chips, and poorly repaired edges
If that cannot be provided, I want the table returned and a new, identical item reordered and delivered
If that cannot be provided, I want a full refund
Business
Response:
A new leaf could not be ordered for this customer, each leaf is cut to fit the table it comes with, if a new leaf was gotten for this customer it would not fit the table he currently has, so since we can not get a brand new leaf for this customer we have ordered a brand new table and once we receive the new table and it is inspected, we will call the customer and set him up for delivery

Review: I went into Ashley furniture with my mother to purchase a sofa set for the basement of our home. We found a set and I located a sales associate to assist, he told us about the product and that it only came one color and about the warranty service they have for purchase. My mother then asked him if the product would fit down into the basement, and if it didn't what would happen. The representative asked how it was accessed, I stood up and showed him how we get into the basement. The rep then stated that they would be able to get it down there because they can stand it up. My mother said to the rep that it is easy to assume that it would go down there but what if it does not fit. The representative said that it would not be a problem they would just have us come in and pick another set issue a refund if necessary or we would pay the difference if it was more. We then asked for the full set of a Recliner chair, sofa, and loveseat and also asked to include a throw that was on the display on the sales floor. That day there was a special for 50% off some things and also fee delivery on orders of $1200.00 or more. The associate then worked out a package with his manager that included the recliner chair, sofa, loveseat, throw from display set, and their premium warranty. Before we said ok and continued with the purchased my mother asked one more time that if it doesn't fit we would just come back in and pick a new one and pay the difference if need or we would get a refund. The representative said yes. I filled out the sales for and since the credit card I wanted to use was at home I left my mother at the store while they prepared the documents and went to get my credit card. When I came back all the paperwork was drafted for me to read, sign and give payment. The paper I was presented had the cost and products I was purchasing along with the terms. which were a 24 cancellation period, if done after there would be a 40% restocking fee, and it could take 2-4weeks for delivery with no specific time frame. I signed the document presented my card and signed the card receipt. About a week later we received a call that their delivery truck would be in the area so they could deliver on the Wednesday of the week they called. I asked if there was anyway to push it out. The lady on the phone said that we would have to wait for the next truck and could not guarantee when that would be, which I said was no problem.(since we intended on painting the basement before the furniture arrived which is also why I had no problem with a 2-4week delivery time frame). The lady then said the next truck would be Thursday or Friday and can call the day before to verify. They called the Wednesday for a Friday delivery. While at work my mother called me and left a message that the chair did not fit. She stated that they did not even take any of the pieces of the truck, they came in measured said it would not fit and left. I called the store and they said there was nothing they could do and they would charge the 40% restocking fee, I asked for the corporate telephone number. I called the corporate office and talked to a lady their that said the warehouse cancelled my order and I would be getting a refund for the 1200.00 less the 40%restocking fee. I asked why I was being charged that when I was not cancelling just wanted to pick new furniture they stated that was their policy.Desired Settlement: No where on the sales receipt with the contract on the back, that the 40% also applies to undeliverable purchases. We also never requested to cancel the order especially since we already received the throw which we took home the day that we ordered it. When we were in the store we asked the sales associate who is supposed to be knowledgeable with the stores policies and procedures and be the companies liaison of that information to me the customer. He gave us false information which led us to believe something other that what the representatives over the phone say the policy was. No where on the contract does it define their "Ashley Furniture's" definition of cancellation to warrant them cancelling my order and keeping 40% of the 1200.00 that I paid. The company stated that they cancelled my order and I still have not received my refund full or partial. The outcome I am looking for is a Full Refund to my credit card less the retail price for the throw that we took home on the day that we placed the order, and also for Ashley furniture to educate their associates better, and also correct their contract to reflect their complete policy as banks are required to do in regulation Z. I work very hard for my money and it is not fair that I should be forced to pay nearly $500.00 due to a mistake of their representative while he probably received some sort of incentive for my purchase.

Business

Response:

In reference to customer [redacted]..

This complaint is against the wrong store location, this customer purchased from our Bear, De location, not Elkton Md.

Our sales representatives do not tell customers if items will fit in their home or not, the sales associates have not been to the customers home, so not only do they not know the obstacles the delivery team will come across taking the items to a room, but they also do not know the measurements of the customers home. It is not our sales associates responsibility to do the measuring for the customer and to determine if it will fit in the home or not, that is up to the customer to do.

At the time of the purchase the customer was told if she wished to cancel her order she had to do so within 24hours of the sale or there would be a 40% restock fee, not only is this verbally stated to the customer but we have the policies listed on the back of our invoice where we have the customer read and sign stating they have read and agree to the terms of the sale.

At the time of delivery it was then decided that the product the customer ordered would indeed not fit where she would like it to go and the customer declined the order and sent it back to our warehouse. With the item being declined, and the customer not accepting the order, this is taken as a cancellation since she is not accepting the product she purchased, and with a cancellation there is a 40% restock fee which was gone over with the customer at time of purchase.

The customer can use the 60% towards another item that will fit in the room she desires, but she will lose 40% of the product she cancelled on 7/25/2014( date of delivery) due to the polices ( that were verbally stated and listed on the back of the invoice) of the sale.

Thank You,

Review: I purchased a living room set and a bedroom set on 2/2/14. The delivery date was 3/14/14 (at the time of purchase, I was not told that delivery to NJ is only done a few days a month based on the amount of NJ customers. This delayed delivery twice because I had to work on the days they wanted to deliver.) On the day of delivery, it was discovered that the incorrect rails for my bed were sent, so a manager spoke to me on the phone to explain the error. Since it was a Friday, she said she would call me on Monday once she looked through the paperwork to see what was going on. Later in the evening, after the delivery men had left, I moved the chair from the living room set. Only a few inches, and one of the rear legs came right off of the chair. On inspection, I could see that the hole in the base of the chair was too big for the screw that needed to hold the leg in place. On Sunday, I called customer service and left a voicemail explaining the situation and requesting a return phone call on Monday. By tuesday afternoon, I hadn't received any phone call in reference to the bed rails or the broken chair. I called customer service to follow up on the issues, and as of today (April 1, 2014), I still have no bed frame and no one can sit in this broken chair.

The customer service for this company has been the worst I have ever encountered. No one returns a phone call, I always have to make follow-up phone calls.

In addition to having to call twice to find out when my furniture would initially be delivered, I have called:

*March 16th (I left a message, nobody called me back).

*March 18th (I was told the rails would be in the following week and a new chair would be ordered. I was also promised a phone call with an update. This did not happen.).

*March 28th (I was informed the rails still weren't in, but should be in on Monday the 31st. When I asked about the new chair, I was told I would actually not be receiving a new chair. I would receive replacement legs/screws that would arrive at my house. This would require me to call them -again- and set up a day for the chair legs to be replaced. Even though this is not going to fix the problem with the base of the chair..and I have explained this in detail to the customer service worker.)

At this point, I demanded delivery on Tuesday 4/1/14, because I was told it would be at my convenience. The customer service employee said she needed to speak someone in charge of delivery to see if this was possible, and she promised me she would call me to let me know. This did not happen.

*March 29th (I called the Bear, Delaware store to ask if there was anyone else I should be speaking with since customer service has not been helpful. I asked for the manager to call me back, and was told that she would. Again..nobody called me.)

So, today, I made yet another follow-up phone call in the morning. I was informed that the rails are still not in. I was also told "you don't have to keep calling us, we'll call you". I was told this matter was going to be reviewed by management, and I would receive a phone call from them. Once again, the business day is over and no one has called me.

It has been two months since I purchased this furniture. It has been two and a half weeks since the initial delivery. I still have my mattress set on the floor, and a chair that nobody can sit in. This company does not seem at all concerned with this issue.Desired Settlement: I want a prompt resolution to these problems. I want the bed rails to be delivered on a day that is convenient to me, not a day this company chooses. I want a new chair to be ordered to replace the defective chair. I do not want someone trying to put replacement legs on this chair. I also want a refund of the $199.99 I had to pay for the delivery charge.

Business

Response:

Everything has been resolved with this customer.

At the customer initial delivery, when our team went to set up the customers bed, it was noticed that the manufacture had marked the rails to the bed set wrong, what was in the box was not what was labeled on the box so unfortunately the bed could not be set up at that time. That same day we did place an order for the correct rails for the customer, once they came in we did notify the customer and worked with her on a date that best fit her schedule which was April 4th.

On April 4th we delivered the correct rails to the customer and assembled the bed. That same day our delivery team took the customer the part to her chair ( chairs come as parts every piece to a chair is a part, chairs come in a box broken down and we have to assemble them, that is why parts are ordered instead of a brand new chair) we did assemble the part to the customers chair the same time we assembled the customers bed.

This customer now has all of her product she paid for assembled and set up in her home!

Consumer

Response:

Review: I have purchased 2 Living room furniture form Ashley in Bear. The item in dispute is MAX - CHAMOIS RECLINING SOFA / RECLINING LOVESEAT and Recliner. When we looked at the product from the catalogue and liked the design and I asked the sales person if this comes in light color such as White.. I was told yes it will be in White color.

we decided to move forward and purchased the product. when the delivery time I have notice it was not White it's beige color... I when I called the store they told me thats what I ordered and they will not take it back and all sales are final. I have a hand written note from the Sales person its white.

I have tried all my best to explain that they have miss presented the product and I would like them to replace it with White color or brown.Desired Settlement: I would like them to Exchange it for White color or Brown Color Living room set.

Business

Response:

The customer purchased the items out of a catalog, both pictures of both colors were in the catalog, they were right next to each other, the only 2 colors this series comes in are a cream and chocolate color. The customer saw both colors and chose to go with the lighter color. Once the product got into the customers home, they did not like the color, had second thoughts and wanted to exchange. The customer purchased the closest color to white, and he now wants to steer from white and go to a darker color?

At the time of sale the customer was made aware that all sales are final, there are no cancellations, no exchanges and no refunds. We can not exchange a piece just because the customer has second thoughts and does not like the light color in his home.

The customer received what the customer purchased, we can not take the items back because the customer does not like the color now that it is in his home.

Review: We ordered our furniture on Aug. 28th, we were told 2-3 weeks. On Sept. 9th they called to set up delivery for Sept. 13th and said they will call us back on Wednesday with a definite time of delivery. That Wednesday they called and canceled our order because our mattress wasn’t in. My boyfriend called off of work for the delivery day and missed 12 hrs of work, 4 hrs being overtime with pay and a half. They wouldn’t deliver everything without the mattress because we didn’t pay for 2 deliveries and they wouldn’t make a delivery to NJ for a mattress. Technically we didn’t pay for delivery because they had a special when we ordered “free delivery on orders of $1500+”, and we paid over 5k for everything. Plus it wasn’t our fault they called to setup a delivery before they had all our order in. I called to complain and was told I would get call backs and never did. At one point during a phone call with them an employee told me and got snippy with me and said “no, its 3-6 weeks for delivery”. I had my sister call one day to speak for us because we were both working. They said they could delivery everything but the mattress on Sept. 17th as long as we picked the mattress up ourselves, again they said they would call back that day to give a time. I had to call them and they said they couldn’t do the 17th, so I asked to speak to a GM. The GM got us set up for that Thursday the 19th. I had to leave work early the day the furniture was delivered. That day the couch was broken during loading (so I was told) and they stilled delivered it, the head board was broken in 2 spots during delivery, 2 out of 4 chairs needed a leg replaced because they were so wobbly, and the dresser had markings on them like it wasn’t painted probably or scuffed up. I declined the broken pieces. They left all the pieces to the bed frame in the bedroom like it was a storage room. I was told it would be 7-10 business days for our furniture to be sent back which would be Oct. 3rd. They were also sending a specialist out for the dresser and the chair legs. My boyfriend called once to speak with the GM and they told him they’ll call him back and they never did, he just wanted to let them know we were unhappy. They never returned his phone call. Two days later he called them again and they told him they were on an hour lunch break they’ll call you later. He said no that’s fine will you be open at 5:30 when I get done work so I can speak with them then and they told him yes. He called at 5:30 and a message came up saying they were closed, that was on Friday Oct. 4th. I went on their website and made a complaint and left a voicemail saying how extremely unhappy we were and never heard anything. On Oct. 8th I called to speak with the GM which they said we don’t have a GM but you can speak with the manager, so I did. Before I spoke with the manager they said “oh we were going to call you to set up a delivery day again”. So they set us up with Tuesday Oct. 15th. Then she transferred me to the manager and all she did was apologize and offer us a $100 gift card I believe it was. [redacted] called a little after I did during his break to speak with the manager or GM. He was put on hold for 10 minutes and then he spoke with the manager and she told him that deliveries can take 1-8 weeks and they tell the sales people to say 2-3 weeks to give a rough estimate. If something COULD take 8 weeks you should say up to 8 weeks not 2-3 and then change it to 3-6 weeks and change it again to 1-8 weeks. He told her he wanted to speak with the GM, so she had the GM call him but by that point he was back at work. The GM ended up calling me instead and I told him by this point we want some compensation back because we didn’t cancel our order due to we’ll get charged 40%. We miss out on work and can’t cancel because more money will come out of our pockets. I was told they can’t do anything about compensation until all our furniture is delivered and our order is complete. On Oct. 15th they delivered the broken pieces we were waiting for. Once again our headboard was broken! I spoke with the manager Cathy again and I told her take back the furniture for the head board and refund us our money I don’t want it. She said the only thing she can do for me is order me a new piece again or I keep it and the specialist will fix it when he comes for the other stuff. I sent it back and now what we’ll have to wait two more weeks for our bed to be set up.Desired Settlement: At this point we would actually like everything returned and refunded but the only reason why we aren't going to ask for that is because we bought our furniture on sale, we are a young couple who are just starting out, we just bought our first house and money is a bit tight at the moment. We don't want to risk going through this with somebody else and spending more money we don't have. So all we want in return for this is 40% just like they would have charged us for canceling for HORRIBLE service.

Business

Response:

This customer was scheduled in for a service by our repair technician

after they received delivery. Our service technician went to the

customers home on 10/26 and repaired all of the pieces in question and

the customer was satisfied with the repairs by the technician.

Unfortunately the new headboard for the customer was on back order, the headboard has been received by our warehouse and we are working with the customer for a day that is best for them for us to deliver it out to them.

Consumer

Response:

Review: I purchased an entertainment center from Ashley Furniture. After the furniture was delivered (only minutes after they left), we noticed a noticeable scratch on the front panel. Customer Service was called immediately and they eventually agreed to have a technician come and repair the scratch.

When the technician came he made the repair (although still noticeable). Moments after he left I noticed a large dark stain on my white carpet in front the other side of the entertainment center. I used a paper towel and touch the area, it was dripping wet and was identical to the stain he was using during the repair. I immediately called the customer service person I was dealing with. I was informed I had to deal directly with the technician. After several attempts to reach him (and leaving messages), I contacted the customer service again. They were able to get a hold of him (weeks have gone by during this time). I was informed by Ashley that they would send this very same technician out to look at the stain. I was told that when he comes to look at it if he thinks the stain matches he would repair it.

He finally came today and after barely glancing at the stain, he declared he didn't to do and it must be ink. He said he would repair it for 75 dollars. He never compared the stain he used in comparison to the saved paper towels I have or the area on the rug. I asked him to leave without repairing it because I know he is responsible and do not want to be charged for a repair. I have cordial with customer service and the technician. They have yet to fix their mistake, I do not believe the customer should be left responsible for the carelessness of the company and the technician.Desired Settlement: I would like Ashley to have the carpet stain removed or the carpet repaired free of charge.

Business

Response:

We received your recent inquiry regarding [redacted] on 6/ 19/ 14. We appreciate your bringing [redacted]'s concerns to our attention , and submit the following in response to her claim(s).

[redacted] did in fact purchase an entertainment center from the Ashley HomeStore . As she indicated, the item was delivered and was signed for in good condition with no mention on the paperwork of any damage. She did call after si gning for the item in good condition to initiate a claim with customer service in reference to there being some damage on one of the doors. A t this point , contractually speaking , we were under no obligation to send out a craftsman to rectify this issue, as the item had been si gned for in good condition. That said, the scratch may have occurred due to some forces in the home and may not have been a result of delivery. Despite the ambiguity here, we of course, decided to send out a third party craftsman to correct [redacted] 's concerns. The correcti ve measures were performed and were al so si gned off on as being compl eted in a satisfactory mann er. Shortly after the craftsman went out to perform the serv ice, [redacted] ca lled to claim that the craftsman had stained her carpet. Considering that the third party is an ind ependent contractor, we sent him out to evaluate the issue, and he found that the area in question was far away from the area in

which he was working and was not remotel y close in color. It I s noteworthy to al so m ention that this

contractor has had a long relationship with our stores, and has a track record of being honest and respon sible. His offered rate to correct the stain of $75 was actually less than what it wou d cost to initiate a service call (less than what we paid him to go out and perform the correct ion). He did this as a gesture of good will to the customer in an effort to satisfy her needs immediately.

At this point, [redacted] contacted us again and maintained that it was in fact our responsibility to help make this right. Despite being under no obligation to do so, we advised [redacted] to seek a third party contractor of her own choosing to clean the carpet and to get us a price up front. If we felt that it was fair, we would gladly cover the amount. [redacted] accepted these terms and submitted to us a request for $30 to cover the carpet cleaning. Included herein, you wil l find a copy of check number 17143 that was issued on 5/23/ 14 and cleared our bank on 6/ 11/14.

ln closing, I hope that you find thi s information useful in closing this complaint. We here at Ashley HomeStore of Delmar take our reputation seriously. As indicated by this sequence of events, we are willing to go above and beyond our contractua l responsibilities to ga in the approval of our good cli ents. Tn this case, we genuinely believe that we paid for a stain that was no fault of our own, but did so in an effort to show [redacted] just how much she means as a client. We are grateful for her patronage as well as the Revdex.com's role in mediating these claims

Consumer

Response:

I will still maintain that Ashley's service person created the spot and I was concerned with how he would resolve it , but Ashley did step up to the plate after this complant was registered and I am happy with the resolution.

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 1/13/2014, I purchased a bedroom furniture from Ashley Furniture, Dover, DE for the price of $3407. At the time of purchase the sales man [redacted], informed that in case of a price reduction (within 30 days), Ashley Furniture would price match and give the credit (if any) for the difference in price. On 1/11/2014 we visited the Ashley Furniture Store in Bear, DE and became aware that the same bedroom furniture was on sale for $500.00 less than what we paid for (same furniture/product). Plus the Bear Store offered 5-year furniture protection warranty. We went back to the Dover DE store and brought this information to [redacted] (Dover, Ashley Furniture Store Manager). He stated that he would elevate the matter to his superior and look into the matter and get back to us. On 1/20/2014 we went back to the Dover Store and asked [redacted] if he had a chance to look into the matter. He told us that he has discussed the matter with his superior and basically there was nothing that can be done regarding the price adjustment. He told us that the sales man has misled us into making the $3407 purchase by falsifying the price adjustment policy.Desired Settlement: The salesman represented Ashley Furniture and Ashley Furniture is responsible for the information that is delegated through their representation. Therefor, Ashley Furniture should make the $500 price adjustment and refund us $500.00

Business

Response:

The customer made a purchase at our Dover De location on 1/13/2014 at that time there was a very large sale going on with large discounts special financing and free delivery was being offered, no customer got the same price on any item due to all of the offers that we had. There was no way that we would offer a price match guarantee during this promotion.

This customer received 50% off of the purchase plus free delivery and this customer was offered the extended 5 year warranty, they did decline the extra protection plan which we do have in writing that it was offered and the customer signed stating they would decline the offer.

The customer went to our Bear De location sometime after during a completely different event and received a different price on his furniture which we are not denying, this was a different event and different promotions were being run then when he purchased on 1/13, but we did not guarantee a price match we did not guarantee a credit or any refund for the difference, we could not do that during that sale because as stated, all prices on all product varied during that time depending on what promotion you took.

The customer received 50% off and free delivery on his order, that is the only discount we can give him, we did not offer a 30 day price match guarantee to the customer, and we can not refund or credit $500 for a price he got during a different promotion at a different location.

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Description: Furniture Retailers

Address: 3750 Williams Blvd, Cedar Rapids, Iowa, United States, 52404

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