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Ashley Furniture Homestore

3020 Memorial Pkwy SW, Huntsville, Alabama, United States, 35801-5303

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Ashley Furniture Homestore Reviews (%countItem)

I ordered a 3 piece couch. 2 pieces were delivered today. The delivery driver informed me one piece was on back-order. When I ordered it said it was in stock. Ashley never let me know I wouldn't receive my whole order. Now I can't get a hold of anyone. 1300$ and I don't even have my full order.

Bar stools purchased from store came in damaged. No response at all from customer service on claim for damaged furniture.
Back in mid February 2020, we ordered 2 bar stools directly at the Ashley Homestore in Huntsville, AL. The order took 4 weeks to come in from their Birmingham store. We picked up the order at the store on March 17, 2020. As soon as we got home with the stools we unloaded from box. On bar stool was totally cracked in half on the wood backing and the other bar stool has scuffed up seat. I immediately called customer care to file a claim. They gave me a claim # and email to send pictures of damaged stools. I never heard anything further from customer care. I let one and half week go by to give customer service time to respond. No reply whatsover. I also tried calling customer care, just sitting on hold, no answer. Two days ago I sent a third email to my claim to customer care, with no reply as of yet. I tried calling customer care again today, 4/9/20 and again just sat on hold, no one ever picks up. This order was the 2nd furniture purchase in less than a year and additionally both purchases had damaged good. At this point I just want my portion of the cost I paid refunded and we will discard damaged bar stools. I am beyond frustrated in working with this furniture outfit. My next course of action will be to file a dispute with my credit card company since Ashley is being non-responsive and I do not have a furniture product that I paid for. This is unacceptable customer service. I will not be doing any future business with this company.

Desired Outcome

I want a refund of my purchase. If Ashley Homestore will not accommodate I will just file a dispute with my credit card company. At this point, I do not want replacement bar stools. I am leary to try to get an undamaged piece of furniture from Ashley. I prefer to go elsewhere.

Ashley Furniture Homestore Response • Apr 16, 2020

Claim was opened on March 21 with customer care and pictures of the damaged merchandise were submitted on 03/24/2020. Replacement bar stools were ordered on 04/12/2020. We have contacted the customer with an update on her claim. Replacement items are expected to arrive during the week of April 28.

Customer Response • Apr 16, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
As we indicated on filing of the complaint, we just to be refunded our portion of the cost we paid out pocket for the bar stools. No one from customer care ever made an attempt to call or email me back to three emails I sent and phone call I tried to make (no answer at customer care's end). It took me filing a complaint to get the merchant's response. And that response took over a week to even get here. With the delay and our inconvenience having to wait and then pick up bar stools again when they supposedly arrive at the store. I do not want to take another chance the product will be damaged once again. If no refund will be provided, then I will proceed with a dispute through my credit card.

My husband and I ordered a bedroom set from Ashley's on November 19, 2019, and paid in full. We were told it was back-ordered, and would arrive Mid-January. Mid-January arrives, and we have not heard anything so I call the store, and I'm told our order is pushed back until February 15th. At this point, I am angry that no one contacted us to let us know about the change. I call back about a week before the new estimated arrival time,and I'm told that it is now pushed back until mid-March. At this point,I request a refund and to cancel our order. They tell me they have to get the approval from the manager,and will call me back.Later that evening,I receive a call from our sales associate,saying his manager requested him reach out to us and see if there is anything they can do to keep our business.They offer a discount and the option to choose another bedroom set, or the option to add an additional piece to our current set. We decline, and request our refund.They tell us they will start the refund process.I give it a week,and nothing happens, so I call the store back,and the lady I speak to talks to the manager,and gets the approval to process our refund,and does so while on the phone.She emails me the receipt,and says it will take 3-5 business days. I give it 5 business days, and nothing is showing on our credit card. I call the credit card company,and they say they do not see any refund, and that they would be able to see it as soon as the company processes it. At this point,I am suspicious that the refund was never issued,so I call the store back and speak to the lady who issued the refund, and she tells me that she processed it while on the phone with me. I ask if she can see the whole card number she issued it to,and she says she will try to look it up, and will call me back that afternoon whether she finds it or not to let me know. I never hear back. We are confident that they are once again giving us the run around,and the actual refund was never issued.

Desired Outcome

Refund We will be disputing the charge with our credit card company if the refund is not processed by Ashley Furniture immediately.

Customer Response • Mar 03, 2020

Hi, I just wanted to let you know that we received our refund in full from Ashley's Furniture Homestore.

Placed an order for a sectional on 1/18/20 with an ETA of 2-4 weeks.
After only a few days we received a phone call that our order was ready to be delivered.
We set a date for delivery which was today,1/25/20.
They were suppose to deliver between 11:30 am and 2 pm. So we planned time at home to wait for our delivery.
That time came and went. Over the next 4 hours we made two different phone calls to get info about the delivery. Each time we called we were told they would be there shortly or in the next 30-45 minutes.
Finally shortly after 6 pm they showed up.
It took them 15 minutes to attempt to back down our driveway even though we live on approximately 3.5 acres with very few trees or obstacles between the road, our drive way, and our home.
The furniture in the back of the truck was a mess, several items not wrapped or secured.ï
The women who was there to help delivery the furniture could barely lift anything and struggled from the minute they started bringing stuff in. My husband had to help bring stuff in even though we paid to have it delivered. Several of the pillows that come with the sectional were all over the place and drug in separately.
The first piece which was the couch part of the sectional looked a little lighter than the color I remember ordering but I waited as they brought the rest in the evaluate everything.
As they brought in the loveseat part of the sectional I realized they were obviously different colors. As I brought this to the attention of the lady helping to deliver she blew me off and acted as I should just deal with it the way it was. She was very rude. The gentleman helping to deliver was concerned and asked what they needed to do.ï
I called Ashley furniture (the call center) and was advised that if any of the sectional wasn't right that we needed to send it all back and it would be sometime next week before we heard from them to get anything resolved or know what would happened next because they would have to see where the mix up happened.
Product_Or_Service: Package Sale Castana Jewel
Order_Number: XXXXXXXXX

Desired Outcome

Contact by the Business I want this addressed immediately. I do not want the highly unprofessional people who delivered today to be back at my home. I do not want a third party delivering my furniture, only Ashley furniture. I do not want that furniture that that brought out that was not correct, I want an entirely new set. I watched how they treated and handled that furniture as they were bringing it in and loading it back up and honestly it wouldn't be fair to deliver that particular furniture to anyone. That stuff has been mishandled and is not in new condition by any means and new condition furniture is what bought and paid for.

Ashley Furniture Homestore Response • Jan 28, 2020

I am truly sorry for the issues you have had. Your product has been reordered and we will call you once it arrives to schedule delivery.

We will also request a complete different delivery team for you.

Once you are re delivered, we will refund your delivery fee for the inconvenience.

We tried to leave you a message today but got a message saying no voice mail set up.

Please feel free to email me directly at

***@ashleyalabama.com

Thanks

Customer Response • Jan 30, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that this is an appropriate response and that this case can be closed with this resolution.

-

I bought a dining room table with eight chairs from Ashley furniture in Huntsville Alabama. Three of the chairs were defective. I also have the extended warranty but when I called them they said the chairs were defective and I needed to speak with Ashley's customer care department. I opened a claim with customer care in October 2019, today is January 23, 2020 and the issue still Has not been resolved. I have called customer care, the store in Huntsville, and emailed several times and management and no one has responded.

Desired Outcome

Exchange I would like an immediate response to tell me when my three replacement chairs will be delivered.

Customer Response • Feb 05, 2020

Ms. called to update Revdex.com. She stated Ashley rep called her about a week ago. Told her the chairs are out of stock and offered to pick up the table set and give a store credit. Ms. wants to keep the table and chairs but would like to be refunded the cost of the three damaged chairs. She will use that refund to hire someone to repair the chairs.
Will Ashley agree with this?

Ashley Furniture Homestore Response • Feb 06, 2020

Before we can approve any refund, please forward to us an estimate of the repair for the chairs. Once we receive that we can make a decision on how we can proceed.

Customer Response • Feb 13, 2020

My handyman was able to repair the two end chairs But the side chair that is broke on the back of the chair, he could not repair. I am asking for the repair cost of $50 plus the cost that I paid for the chair because it cannot be fixed. I believe I paid $159 each for 2 additional side chair.

Ashley Furniture Homestore Response • Feb 14, 2020

Please email me a copy of the receipt from your handyman for the 50.00 repair and a picture of the repaired chairs. Also include a picture of the chair he was not able to repair.

Once we receive this we will make a decision for you;

Customer Response • Feb 17, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed the receipt and pictures to the email address that Ashley provided

Ashley Furniture Homestore Response • Feb 20, 2020

Based on the information and pictures you sent in, we will issue you a 200.00 Ashley gift Card for use in the store. Please send us your address so we can mail the card out to you.

Customer Response • Feb 21, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Because of this incident I've been dealing since October, other horrible experiences, and the quality of furniture with Ashley Furniture, I have decided to never buy anything else from your store. Therefore the $200 gift card is no value to me and unacceptable. The day I bought the dinning room set, I spent over $3000 in cash so I would like the $200 refund given to me in a check. I will email you my address Thank you

Ashley Furniture Homestore Response • Feb 25, 2020

I understand and will process the check request for 200.00 as requested.

Upon cashing this check, that will finalize your claim XXXXX and no further claims will be processed on these items

Please confirm that these terms are acceptable to you.

Customer Response • Feb 25, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

I told you Ashley's was all talk. I contacted the store and left a message and sent an e-mail asking them who I should send my information to and no one has attempted to call us. You answered my complaint just to make it look like your were taking action but had no intention of doing anything. You have no customer service. Shame on you. Never will I step foot in your store again and I will pass on the word of how you do business.

I would give a 0 star review if I could. This store sells lemons and is not willing to accept the consequences of their delivery of broken items.

We purchased a new bed from this store on December 5, 2019. We should have known there would be an issue from the start, because the delivery process was poorly handled. It was not until Xmas eve that we were able to have the bed installed (3 weeks after initial purchase). This was, as it turned out, the least of our problems.

After less than two weeks of use of the bed, we noticed that the right side was beginning to sag. Upon pulling the mattress off the frame, it was discovered that the interior component to which the bed slats were attached (essentially, a piece that is attached to the interior of the bed, which in turn is connected to the slats) had fallen off. We doubt it was ever properly attached in the first place, but in any event it was unable to withstand normal use for less than 2 weeks. The only rational inference is that the bed was defectively manufactured, or assembled, because no product should be unable to withstand normal use for such a short period. Either way - we don't have a bed to sleep in! Because the one we purchased from Ashley Homestore in Huntsville was a lemon.

Naturally, we called the store to see how they would fix this (at that time we were thinking they would be able to fix it, how naive). We were told to call a different number, "customer care." Customer care then sends us a form to fill out and asks us to take pictures, to be sent via email. This was on a Friday. We do this and send the email off over the weekend, and heard nothing for two days.

On the morning of the third day after sending the form (remember, sleeping on couches here because our bed is broken), I call the customer cr to see what's happening. I'm then put on hold for an extended period - clearly, that very moment was the first time anyone had looked at this. After a brief conversation I'm told that a technician will be in touch with me shortly to see about fixing the bed. Success! ... or so I thought.

I waited for the remainder of the afternoon, evening and then onto the next morning. No call from a technician. So I then call customer care back....at which point I'm told that actually, the company will have a technician call me... in 7-10 business days. But only AFTER I receive a part that they're mailing to me, and after I call them to let them know that I received the part. None of which was told to me initially on day one, and none of which I would have agreed to.

Remember - we bought a bed in early December. We are still sleeping in couches in mid January, because of their failure to deliver a merchantable product. NOW they're saying it might be late January before we even get to talk to the technician (who knows when he can actually come out).

So we then ask for a full refund, and for someone to pick up the bed. You will never guess what happened next! Did they graciously and expeditiously grant our request? NOPE! What happened next was I was informed that it would take *2 WEEKSto process a refund request and that they would be charging a 10%-15% restocking fee.

A restocking fee makes sense in the context of someone asking for a refund where the bed is in good condition and just does not suit the customer's preference. That's not the case here. In our case, we have a bed that was defectively built or installed from the first, and they cannot timely fix the bed. Why should we pay 15% for a broken bed? When we've also been inconvenienced by not having a functioning bed?

We don't think we asked much of Ashley Homestore here - just a bed to sleep on, but given their failure to deliver that, we need a full refund and removal of the bed from our premises. And we don't think it's that unreasonable to ask that this happen expeditiously, and not "maybe in two weeks." Ashley Homestore, refund our money in full and come pick up the busted furniture you sold us!

We paid $2500 for a leather sectional and also paid extra for extended coverage. We were told in the store that the seat cushions and back cushions were leather and the sides and back of the couch were pleather. We had the sectional for 4 years and the seat cushions started to peel. We contacted Ashley Furniture and I sent them pictures of the couch and the warranty and they told us that wasn't covered by the warranty. But if someone happen to stab my couch with a knife it would he covered. Its just my husband and I. no children and no pets on the Furniture. We only use one side of the couch. Absolutely unexceptable. Especially with a warranty. Don't purchase from Ashley's, they lie about their products and don't stand behind their products or warranty.

Ashley Furniture Homestore Response • Jan 14, 2020

Can you please send us your order number and store location you purchased at so we can locate your purchase and see how we can help.

Thank you!

Customer Response • Jan 16, 2020

We purchased the couch from the Ashley Furniture store on South Memorial PKWY in Huntsville, AL. And I have spoke with the store manager on several occasions, sent pictures and copies of all our paperwork and continue to be told there's nothing they can do. What are you going to do different? I feel your response is an attempt to make Ashleys look like they care about this, and will try to do something about the issue but in the end nothing will be done. I will be happy to send you pictures and copies of my paperwork, but don't waste my time if your only going to tell me the same thing.

Issue with furniture not put together correctly it been months it has not been resolve
I purchased a 3-piece Lockesburg power sofa, loveseat and chair on Sept 21, 2019 from the Ashley Home Store in Huntsville, Al. The furniture was delivered on Oct. 15, 2019 The next day I noticed when you recline back on the right side of the sofa it jerked. It does this when you are seated in the sofa, not when you recline it when no one is seated in it. I called Ashely customer care center to explain what was going on. She asked me to send in a video. A video was emailed as requested. I called back to verify if she received the video. It was received. My husband called a week later. The rep who answered the phone said that they were ordering a part. My husband asked, "How do you know what part to order if no one has come out to look at the sofa"? I waited about 2 weeks and called back. No part was ordered. The rep said she will send the request to the company that will come to fix it. I waited about 10 days and did not hear anything. Finally, two weeks later the repair company called to set the appointment. The day he had available no one was going to be home. I called the repair company the next week to make arrangements for them to come out. I was told they are no longer doing business with Ashley. I called Ashley back and explained to them what the gentleman told me, but she was not aware of the repair company not working with Ashley. I've called weekly for updates. I called and asked to speak to a manager, but I'm always told no manager is available or is not in the office. I have asked for call backs, no one from management team has called back. I called on Dec 9, 2019 and asked to speak with a manager. The rep placed me on hold, when she came back on line she said that they can reorder a replacement sofa. It will take about 3 weeks. Called back on Dec. 31, 2019 asked to speak to manger and of course no manger was available. I was told that I would be put on the managers call back list. I should have been called back within 72 hours. No call. I also requested that I would like to return the furniture because this issue has been ongoing since Oct. 16, 2019 without any positive action from Ashley. On Saturday Jan 4, 2019 I stopped by the Huntsville Ashley Home store and spoke with the manager there and explained to her what was going. She said she would send an email and I should hear from someone. She was going to call me to follow up, but of course I didn't receive the call. I called Huntsville Ashley Jan. 7, 2019 spoke with store manager (***) again I don't think she heard from customer care. I was told she will give me a call back by 6pm. I did not receive a call back. At this point I just want Ashley to come to pick up furniture and feel that I should receive a full refund of all money paid for this furniture because it is not and has not been in a safe, usable configuration. The claim number provided by Ashley is 3692.

Desired Outcome

Come to pick up furniture and refund money that has been paid

Ashley Furniture Homestore Response • Jan 22, 2020

I have personally spoken to *** and we are currently working on a resolution together

Customer Response • Jan 23, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
*** @ Ashley did returned my call on Jan 21,2020.At that time he was driving had not had a chance to review my complaint. I was told I would receive a call the next business day, No call and no resolution

Ashley Furniture Homestore Response • Jan 25, 2020

As we discussed on the phone yesterday I sent you and email on the 22nd that you did not receive but resent to you and you acknowledged you have now. Please let me know how you want to proceed as you stated in your response.

Customer Response • Jan 28, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I am going to except your offer replacing all 3pcs furniture and a credit issue for delivery fee.

I purchased a recliner on 11/11. To pickup up at the store in Huntsville, AL. It has yet to come in. I kept getting blown off.
I have called for the last 3 weeks and I am told it's in their warehouse but no one can tell me when it will be at their store for me to pick up. When asked they say maybe it will be on the truck this week. We all know how things work and we know a business knows if an item is on the truck and they can't even tell me that. By chance the day each week my husband or I call is the day the truck is on it's way. The last time I called I asked to talk to a manager and I was told I was taking to a manager named *** and she asked me what I wanted her to do about? She was very rude!!! Do not give them your service. They have my money and could care less. So please take my advice. Do not purchase from them. I have tried to call and email the corporate office and it won't go through. I bet they do that on purpose. Lesson Learned!! I have told everyone I know and will continue to spread the word do not purchase from Ashley Furniture! I know want my money back.

Desired Outcome

I would like my recliner and my money back. Also maybe an apology.

Customer Response • Jan 17, 2020

My husband and I got a call the following week after contacting you saying our recliner would be ready for pickup. From two different people. They clearly do not communicate with one another. My husband picks it up on Friday 1-10-2020. When he gets it homes and unpacks it, it has what seems to be hot glue all over the back. I immediately take pictures and call the sales manager who gave me his personal number. He was vary apologetic and told us to bring it back at our convenience. He also gave me his email so I could email him the damaged recliner's pictures,. ***, my husband wouldn't be able to take it back until Monday after work because we live in Ardmore. Okay, you think by now we could get free delivery and pickup. Also maybe a partial refund....Well, when *** gets to Ashley Home store Monday after a long day at work. He was informed. "I was about to call your wife and just tell her you can keep the damaged one until we can get you a new one." They did not give him a time line for the new one. Offer any money back. He works in Toney, Al. Drove to South Huntsville now twice and back to Ardmore with a damaged recliner. So, here is where we stand now . We have a damaged recliner and who knows when we will get the other one.

Ashley Furniture Homestore Response • Jan 22, 2020

We have reached out to the consumer and will be replacing the chair. We will call you once it arrives and set up an exchange delivery for you at no charge.

I walked into Ashley Furniture to purchase the Caitbrook Storage Bed W/8 Drawers on October 11, 2019. As of yet I have not received my bed. They have made three delivers between then and now that have been unsuccessful. Every delivery has had damage furniture on the truck which QA is suppost to check and catch before delivery. So at this time, I have a damaged bed sitting in my garage that has missing and damaged parts so the bed can't even attempt to be put together even if I try to. Ashley has been lying to me and giving me a run for my money, to say the least. I have had to take time off for the delivery and then come to find out they are trying to deliver me garbage again. So I have lost time and money off work since I have been dealing with this company. Now that I am at the end of my rope and I want to say *** it yall can come get your junk and I'll shop elsewhere. They told me that its FINAL SALE AND NONRETURNABLE!!! Then customer service is not any better. OMG, I will stay on hold with them for 30 minutes or better only to be told more lyes.
Product_Or_Service: Caitbrook King Storage Bed with 8 Drawers

Desired Outcome

Replacement I would like the bed that I went in the store to purchase. But if they cant deliver me a new bed in great condition then I just want them to come get this garbage that they refuse to come and get and I can shop elsewhere. I'm tired of being a storage facility until they find out what they want to do!!!

Ashley Furniture Homestore Response • Jan 22, 2020

We are sorry for the delay and issues you have had.

Your merchandise bed has been reordered. Once the product arrives our scheduling department will call and set up a re delivery.

Delivery of Ashley HomeStore furniture
On 14 Dec 19, Ashley HomeStore representative notified me that the furniture that I purchase had arrived and that a delivery service would scheduled the delivery on Friday, 20th of Dec between the hours of 09:30 and 12:30. On 20 Dec 19, ***, the delivery drive telephoned me that he was on his way to my address in appropriately 15-20 minutes. Thirty minutes later, *** informs me that he has to go to Gate 1 for delivery, although he could have enter the Redstone Arsenal with proper identification, I told him I would meet him. After three hours of waiting and at least five calls to their reps *** and ***, with no concrete answers of why the delay, I was told that they would contact the driver, *** who I later discovered that skip my delivery and went on with others on his route. After waiting all day for the furniture, at 4:35 pm, I receive a call from ***, the delivery representative, informing me that the driver, *** was waiting at Mapco Gas Station across from Publix Grocery for me to lead him to my home. I told him I was new to the area and had no idea where this location was. The driver, *** called me and informed me that he didn't know where Gate 1 on Martin Rd was and that he was located off of Monroe St. After driving around for a hour, attempting to find them, I called the Delivery company, representative Kiesha and informed her that I was attempting to locate *** and that it has become futile and asked to speak with her supervisor, ***. *** informed me that he was in the warehouse and could not be reached and I informed her that she, *** and *** has inconvenienced me ALL day. At that point, I drove to Ashley HomeStore and spoke with the manager, ***. I was informed by her that there was nothing she could do to get the furniture delivered to me before Christmas day even though I had guest arriving. The best *** could offer was a Thursday delivery after Christmas during my work hours. I told *** could not take off from work nor use annual leave, which I don't have. *** said she understood, but still she did not acknowledge the huge inconvenience that I had already experienced for the day and the upcoming holiday of renting furniture from a rental center for my guests. *** informed me that if I canceled the order, a restocking fee would be owed totaling over $600. Which I didn't agree was FAIR. I agree to pay the restocking fee, since I had place a deposit of $500 and additional $127 was required, at that point I was flabbergasted. Ashley HomeStore broke their contract with me. I should be given my FULL deposit back since they did not deliver the furniture as agreed.

Desired Outcome

Ashley HomeStore should REFUND my deposit.

Ashley Furniture Homestore Response • Jan 02, 2020

Customer has been contacted and we are refunding the restock fee that the customer has accepted as a resolution

Customer Response • Jan 04, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Ashley HomeStore representative, *** stated that the restocking fee was $626.00. I had paid a deposit of $500 at the time of purchase. So $126.00 was waived even though I presented payment. On 2 Jan 2020, *** notified me and ask if the restocking fee refund was amenable, a total of $126.00. I replied that a full refund of the original deposit of $500 would be acceptable. To date, I have not been refunded my initial deposit. Therefore, their action does not adequate reflect ground truth with the fact that I have accepted their RESOLUTION.

Customer Response • Jan 17, 2020

The complaint has been remedied, Ashley HomeStore issued me a full refund. Thank you for your continued support in protecting consumers, I am appreciative.

Respectfully

Bedroom furniture set has damaged pieces. Not getting customer service to resolve issue or credit refund promised.
My wife & I ordered full bedroom set back in Sep 2019. Been nothing but delays & issues. Finally received delivery of furniture late Oct. Dresser & chest have damaged pieces. Repair pieces ordered and took a month to have sent. Finally after constant calls & escalation for a month, 3rd party repair company was setup to come fix furniture pieces. Finally late Dec 2019, repair company came out to fix, only the tech was not able to fix dresser or chest pieces. It's beyond repair. Tech took pictures and recommends replacement dresser & chest. Waiting on customer service to inform when we can get our replacement dresser & chest. In addition the customer care manager, ***, promised back in November that we would also receive a credit fund of $250 for the delivery charge we paid. We can never seem to get a hold of the customer care manager *** and her direct number was given to us. The store sales manager has been great, trying to step up to the plate and help us get issue resolved. He has helped send emails which we greatly appreciate. Our hands our tied, we have no upper management person to help us get this resolved. We want our dresser and chest we paid for so we can enjoy and use our furniture after 4 months plus promised credit refund.

Desired Outcome

Replacement promptly of damaged dresser and chest. By promptly, we would like both new pieces before the end of January 2020 at latest. In addition, getting our $250 refund promised from Ashley Homestore. I truly think we should be entitled more of a refund due to the length and inconvenience we've been put through.

Ashley Furniture Homestore Response • Dec 31, 2019

Customer has been contacted, advised that items will be exchanged under technician's recommendation and we are refunding the delivery fee

Customer Response • Jan 08, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
We are still awaiting an ETA for our dresser & chest replacement. It's been over 3 months and have damaged furniture, one of which cannot be fully used. Last week was told replacements were to be expedited and would get ETA this week. And apparently now working with a new manager. Additionally, have not heard an update when we would receive promised credit refund of $250 delivery charge. This refund was promised back in late November. And was to hear as well on additional refund compensation due to the length of this claim and all of the hassles we have endured over the 4 months. Had we known the customer care process would be so problematic with the Huntsville /Birmingham store, we would have ordered online or through another store. A consumer should not have these kind of issues with warranty customer service. We want some direct answers with exact date we can timely expect our replacement furniture and refunds.

Customer Response • Jan 17, 2020

Still waiting to hear back from the manager ***. I've sent two follow up emails. Finally this week replacement furniture has been delivered after 4 months. As of yesterday, credit refund $250 still not showing posted, but will check my credit card again today. Additionally still waiting to hear about getting further compensation as a credit refund due to the length and extreme hassle of the whole claim process or other form. We would like to get this claim done and resolved. Hoping to hear back soon from Ashley Customer Care.

Ashley Furniture Homestore Response • Jan 18, 2020

Your refund of 250.00 was processed on 1/11/20 and should appear in 5-7 business days based on your banking institution.

Customer Response • Feb 04, 2020

Two of the three attention items have been addressed for this case. One being finally after 4 months, replacement furniture delivered; the second, finally the $250 credit refund posted that was promised back in November 2019. However, the last item we were seeking was additional compensation of a credit for the purchase that was so drawn out, frustration that us the consumer had to reach out various times and escalate service to Revdex.com. We as of today, have not heard any further reply from the new customer care manager *** on receiving further compensation back for all of our issues. I have tried emailing and calling, leaving phone messages. No one is responding. That has been one extreme frustration in this whole process, lack of merchant response to consumer. I see this is of similar issue with other consumer complaints.

Ashley Furniture Homestore Response • Feb 05, 2020

Please confirm that all issues have been resolved.

Also because of the inconvenience we will issue you a 200.00 gift card towards your next purchase.

Please let me know what address to mail the gift card to.

Customer Response • Feb 05, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, all issues have been resolved other than this proposed $200.00 gift card for all of the inconveniences. Once we receive the gift card and are able to use it, we will deem this case closed.

The gift card can be mailed to us.

Ashley Furniture Homestore Response • Feb 06, 2020

and I replied to the offer from Ashley Furniture regarding the gift card. We accept the offer and I noticed when we replied it shows that we do not accept the offer. We must have clicked on the reply incorrectly between the yes and no option? How do we correct to show we accept the offer on the reply to the merchant Ashley?

We appreciate the assistance of the Revdex.com and it's help in looking out for the consumer.

Customer Response • Feb 13, 2020

The final portion of the case has not been fulfilled yet by the merchant, Ashley Home Store. As of today we have not seen the promised gift card of $200 in the mail or have not seen any additional status reply from the merchant as when we will see the gift card. The store is local, so it should not take that long to occur in the mail.

Until we have this portion, we as the consumer as cannot deem the case as fully resolved.

Please advise.

Ashley Furniture Homestore Response • Feb 14, 2020

I am sorry for the oversight on our part. Your 200.00 Ashley Gift Card is being placed in the mail today.

Please let the Revdex.com know once you receive it so they can close the case

Thank you

Ashley Homestore

Ashely furniture delivered a Sectional Couch to our house on August 28, 2019 and were told to assemble all of the pieces of the couch together without forming it into a couch due to the construction going on in the house. They agree to this and put on the feet and hinges to the couch and left. Upon my arrival to the house I sat on a piece of the section to sit for a second but as soon as I did the couch buckled under me. After further analyzing the pieces of the sectional including the piece I sat on all of the hardware was not properly installed. I immediately took pictures and videos of the couch pieces and called customer service at XXX-XXX-XXXX and talk to ***. *** started a claim for us and I was instructed to send the pictures and videos in within 72 hours in which I complied with as of August 30, 2019. After submitting the pictures to the customer care email ticket number 3198 I waited for a couple of days and then emailed *** to receive a status update on trying to get this resolved. We then request to have our delivery fee return as the couch was corrected by me. My wife *** at the time) and I called multiple times before they agree to return the delivery fee and were told the refund would take place by that following Friday. It did not happen that next Friday so my wife called back only to be told the next Friday and the Next Friday every time we called back. She received a voice mail stated the refund will be there by next week and if it wasn't to call back. We have done nothing but comply with every request from the Ashley furniture care team and are continually and still didn't get what was promise which to me is proper customer service. Before receiving the refund of the deliver fee because of the number of times we called we requested the couch to be return and a full refund only then to have the delivery refund given to us. I personally have called and talked to multiple employees to include *** who is a manager at this facility and still don't have a resolution and it is December. I call the store we purchased the couch from and tried to get this issue resolve only to be told they call the same number as previously listed and would email them for me which happen on two separate occasions this week with no result. New ticket number is *** I contact the customer care line again today and was advised that I would be called again and have doubt of getting a return phone call due to past actions.

Desired Outcome

Refund We would like the couch to be picked and refunded for the full amount of the couch.

Ashley Furniture Homestore Response • Dec 09, 2019

We are sorry for the issues you have been having.

We can offer you a replacement under your manufactures warranty for the items affected.

Customer Response • Dec 09, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we are not accepting this response or minor corrective action is because it does not meet the settlement required for the full satisfaction of the customer. I received a phone call this evening from *** a manager in the customer service department that through pure negligence and lack of professionalism forgot she previously had a discussion with me on November 21, 2019 in which she advised me that she would need upper management to make a decision on the refund. She also stated that the employee *** who I previously spoken with had not recorded the request for couch to be returned and refunded the amount of the couch and implied that she had been terminated. There is nothing wrong with the couch at this time only due to the fact that I the customer fixed the problems because of the amount of time it was taking to receive any feedback from the customer service department. I was also informed this evening that the decision made was made by *** boss and when asked their name I was told that I could not have his name. When asked if I would get a sit down meeting with this Phantom manager to get a better results by taking a trip to Birmingham and was told that only if they are available as she started back peddling in her words about me driving down there to get this problem handled. I also asked if I could get *** information or confirm if he was the owner and she said she couldn't tell me any information other than what was given to her by a upper manager whos name I cannot know. My wife and I just wanted to receive a refund for the delivery fee and it took over two months and then taking asking to get a full refund for the couch to get that refund for the deliver fee. This evening I was informed that all sales were final as the invoice has a signature on the front but I informed *** that on the back there are signature blocks that are labeled employee, customer and date on the same form that has no signature and no date. We have been nothing but civil about this whole process trying to find a solution. We will keep the couch we have for now while we explore our legal options to resolve this matter further.

Ashley Furniture Homestore Response • Dec 11, 2019

We are more than willing to provide you a refund for your delivery as promised and a 150.00 gift card for the inconvenience we have caused you

Wrong item sent, not all parts delivered rendering our wrong item useless, about 2 months dealing with 'customer service' and still NO results!!!
We bought a recliner and a bed frame from Ashley's Homestore on 19 Sep 2019. The sales lady was great. We were told to expect delivery in 3 to 6 weeks. Our items arrived in 3 weeks on 11 Oct 19, however, the bed had the wrong headboard and there was NO hardware to install, the delivery people left with an un-assembled bed strewn about our room, took the slats with them and said they would contact the store about he missing parts. I called the store and customer service the next day 12 Oct and found out it had not been reported was told that the parts would be shipped and we would receive a call to set up a time for delivery and installation. We heard nothing! My husband called several times with NO results and rude customer service interactions. I called again on 26 Oct 2019 and after dealing with rude customer service myself, demanded to talk to a manger. I spoke with *** (who was the most pleasant interaction so far - but still utterly ineffective!) in customer service and told they had no record of the parts order. I was assured her manager was ordering the parts as we spoke and they would be mailed directly to us this time in 7-10 days, if not to call her back. I also explained the headboard was different that the one in the store and the one we ordered, I emailed her pictures of the one in the store we ordered. She got the email, looked it up and told me we got exactly what was ordered so I'm not sure where their error was but this was in fact not what we ordered. I was then told it looked different because it wasn't installed and when the hardware arrived I would be able to see the difference. I'm positive setting up a frame will not add a foot to the top of an already constructed headboard but okay that's what they told me. On day 10, the 8th of Nov no parts - big surprise I know, my husband calls again and gets told there is no PO for those parts and that they will place one to call back in a few days. Clearly they have NO interest at all in making our purchase correct, or rectifying their mistakes. At this point I'm regretting having ever done business with Ashley's Homestore, and will not do so again. I have an incorrect, un-assembled, useless, pricey item in my way. They certainly had no delay in charging my credit card for this item that it seems unlikely we will get all the parts for. Last time I buy anything from them and the non-refundable policy is garbage it appears to give them a license to do as they please with no consequences for their mistakes and the attitude and argument you get from customer service just supports this poor business practice.

Desired Outcome

I would like to have the parts and slats delivered I don't even want them installed I don't want Ashley Homestore in my home at all! I just want what I ordered. I would actually like to have the correct headboard as well and if none of this is possible I would like a full refund. That in fact would be the preferred option a complete refund and I will return this useless mess and purchase from a reputable furniture store that delivers as promised.

Customer Response • Nov 26, 2019

We did receive the slats to the bed today, but did not get the hardware to put it together. They have also not addressed the fact that it is the wrong headboard. I went back to the store to double check with my husband and it is definitely NOT the same headboard we ordered. That is all we have heard from them. At this point, I would just like a refund and to return their unusable garbage.

Thanks for your help trying to resolve this issue.

Ashley Furniture Homestore Response • Nov 26, 2019

We have spoken to the customer and all parts have been ordered

Customer Response • Nov 27, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Even if they send the parts to put this bed together it is still NOT the correct one - they did not send us what we ordered and parts will not change an incorrect item. The sales associate was standing on the sales floor in front of the bed we were purchasing I have pictures of it, the tag and the one that came - similar yes, same NO, there is at least a foot missing from the top of this headboard, it is a MUCH shorter version of what we picked out, ordered and were supposed to have delivered all with the assistance of a sales person that works at Ashley's and knows their merchandise.
I want to know what they intend to do about sending the wrong item and leaving it the way they have unable to be assembled or used - even incorrect as it is since 19 September 2019.

Ashley Furniture Homestore Response • Dec 11, 2019

All parts have been ordered and are on the way. We are working diligently to get all of your issues resolved and will be in touch

Customer Response • Dec 16, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Ashley's Homestores has been telling us for months that the parts are on order and/or on the way to us and we have received no parts. Either way this still does not address the issue of them having shipped the wrong item in the first place - so I have a bed I did not order in my home that I can not even put together that has been there since early October. I would like exactly what I order in it's entirety (all parts!) or a full refund. This is unacceptable customer service.

My family is VERY irritated with Ashley's Furniture. For the first time ordering from Ashley's we ordered our two kids bed sets on July 30. They told us that we would be getting them within 4-6 weeks. I called at the 6 weeks mark asking what's going on and they told me that they are out of stock with the mattresses (first off, why would they sell more of something that you don't have) and that they are inspecting all our items to make sure everything is perfect. We finally received our items on Sept 17th - week seven, however, they sent us the wrong bed for my daughter, as we purchased the bed that had dressers instead gave us the cheapest bed set of that brand which didn't even come with a bunky board. The cheaper version is about $120 less than the one we originally ordered. All of my daughters items (dresser with mirror, chest, nightstand) are all defected/damaged. We also purchased TWO 10' Queen hybrid inbox mattresses but received a 7' (which supposed to be 8') spring mattress that I wouldn't even pay $30 for. We filed a claim to Ashley's within the 72 hours time frame including pictures and have been constantly ignored. We have spent hours of time on the phone on hold to only be ignored or hung up on. My daughters room is being used as storage for the items that need to be exchanged which we should be charging Ashley's for storing their damaged goods. While my daughter has been sleeping on the floor and having to trip over everything in her room due to the mistake and greed of Ashley's. We went to the store where we purchased the items to complain, told them that they needed to fix this as my daughter has been sleeping on the floor and they had the nerve to tell us (and in text message) that we should get her an air mattress as they are cheap around $30. Are you crazy? We already paid almost $3000 so both of my children could sleep comfortably. They also told us if we wanted the original mattress that we already paid for we will have to pay the difference of what the price is now which is another $60 each. On our receipt they only put the number for mattresses nothing on receipt says we are getting a 10 inch queen hybrid mattresses (WHICH IS WHAT WE PAID FOR) or what brand. They did this so they could get away giving us any mattress that they desire. This makes our blood boil. Supposedly, associate at the store told us that they wrote the bed and mattresses wrong on the computer (still charging us the prices for our original order) however the sales women wrote it correctly on her end and that she "put in a request" to costumer service to get this issue fixed and that she will upgrade both mattresses to 12' hybrids but still haven't heard from them which has been over a week since the second in-store visit. I don't understand how they can get away with this. This makes us so upset because this is kids that they are hurting. We work hard for our money, we are honest people and spent every dime that we had so our kids can sleep well to only be scammed from a big company that we thought we could trust, which they shouldn't have any problems fixing such issue which is on their end. We were originally going to shop at *** as we have done so before with no problems, which this whole situation makes us want to kick ourselves in the *** for not doing so. It's now been almost 4 months. We want to give Ashley's furniture a little faith that they will make this right. We also offered Ashley's Furniture if it would be easier than exchanging these items to give us a full refund and pick up all items. If this issue is not fixed very soon we are planning on suing this company. This business is completely dishonest. We cannot understand how they are still in business. We are extremely disappointed in Ashley Furniture. Not once did a customer service person reach out and attempt to assist us.
Order_Number: XXXXXXXXX

Desired Outcome

Other (requires explanation) Full refund OR exchange damage items AND give us the correct bed and mattresses that we paid for!

Customer Response • Nov 12, 2019

This issue still has not been resolved. They are refusing to reach out to us. We have contacted their costumer service, contacted them on FB and went in store.

We are getting very frustrated! We bought a bed set for my children they sent us two (2) wrong mattresses as we purchased the hybrid 10" and they gave us 7" (I think supposed to be 8") spring mattresses and the wrong cheaper version of my daughters (starberry) bed, the one we purchased was the one with dressers and a bunky board everyone in the company is refusing to fix the issue. My daughters starberry dresser with mirror (drawer track is not even & handles need to be replaced), chest (drawer track not even & handles need replaced) and nightstand (glitter tape is defected) are all defected/damaged and needs to be replaced. The lady at the store that sold us these items is aware about the mix up and told us that she put in a request over 4 weeks ago to get these items replaced, bed and mattress exchanged for the ones we paid for and requesting to upgrade the mattresses to 12" hybrid due to the frustration, but the company is refusing to acknowledge these issues and avoiding to get this resolved. My daughter has been sleeping on the floor as we are storing your junk until this issue is fixed. The people in the store had the nerve to tell us (and in text message) to buy an air mattress (even though we already paid $3000 for bed sets & mattresses) as they are cheap around $30. Are you crazy!

- Claim #3402 (opened since Sept 19, 2019. We filed claim same day when we received items and sent email claim with pictures within the 72 hour time frame that was requested)
- Order # XXXXXXXXX
- Under: ***
- Store: 3020 Memorial Pkwy SW, Huntsville, AL 35801
- Associate sold us items and sent request:

Sale representative told us that our furniture would arrive in 2 to 6 weeks, but emphasized that it would most likely arrive in 2 weeks. It is well over 6 weeks, the furniture has not arrived and they never contacted us to update us regrading the delivery time as they had promised. We have been calling them weekly for updates and they keep providing later delivery dates. They cannot be trusted at their word. We made large purchases 5 and 7 years ago from an IL store without any problems. This Huntsville store cannot be trusted. Customer rep asked if I would accept the shipment in one week. I said yes if they could deliver it on time. They called me back and said that it would be two weeks. Unacceptable. We should have bought furniture from another store that can deliver as promised.

Ashley Furniture Homestore Response • Oct 18, 2019

We are sorry for the experience you have had so far. We called and left you a message yesterday that your furniture is scheduled to arrive on Tue 10/22. As soon as it arrives we will call you and set up delivery. There was a slight delay in receiving the product from the manufacture but rest assured we will get you taken care of as soon as it arrives.

Thanks You

Ashley Home Store in Huntsville

Customer Response • Oct 18, 2019

Voice mail from Ashley indicated that our furniture would be delivered to the warehouse on October 22. However, the next day "Harrold" called and asked how he could "keep my business." I told him he could deliver our furniture next week. When I told him that the sales rep told me that the furniture will arrive in 2 to 6 weeks, but most likely 2 weeks, he said that was "not possible." The Revdex.com posting by Ashley says that 70% of shipments arrive in 2 to 4 weeks. The sales rep probably based his estimate on that statistic. However, Harrold reported that he personally sold the furniture to me and that he would not have said two weeks in his estimate. I told him that he did not sell me the furniture. Our sales rep was named Steven (NOT Harrold.) The payment clerk was a woman. I NEVER interacted with anybody named Harrold when I bought the furniture during the labor day sale. When we payed for our furniture, the payment clerk wrote 3 to 6 weeks. (It is currently past 6 weeks). I told her that Steven said it could be 2 weeks. She replied, "Oh, if Steven said two weeks it is probably two weeks. He knows his stuff. Steven was very helpful and knowlegeable pre-sale. Ashley never contacted us until we repeatedly called and we have received multiple conflicting delivery estimates. The voicemail message said that our furniture would arrive in the warehouse on October 22. Harrold told me that the furniture would arrive on October 30. My wife was told that our furniture would arrive November 9. Post sale, Ashley Homestore falls short.

Harrold offered $300 store credit. Why would I want to buy more furniture from Ashley if they cannot deliver in a timely manner? Time is money. We are currently sitting on camping chairs and eating off of a card table because Ashely failed to deliver our furniture as promised. I do not know or trust Harrold. He, in effect, called me a liar for reporting exactly what I was told and he tried to gaslight me by saying that he sold the furniture to me. Again, I never met anybody named Harrold and do not know why he was contacting me considering that he was not my sales rep. Harrold was very unprofessional on the phone. He went so far as to ask me, "Well who are you going to buy from that will deliver furniture that quickly?" First of all, none of his business. Second of all, there are number of smaller more responsive stores that can deliver in under two weeks if not sooner. I have been given multiple conflicting delivery dates by Ashley Homestore and I am skeptical that they are going to deliver. There are furniture stores in Huntsville, AL with an A+ Revdex.com rating and positive reviews. We spent 4k for furniture that was not delivered as promised. We are profoundly disappointed with Ashley Homestore and will not accept any furniture delivered after next week.

I am writing in reference to a sectional we bought from Ashley in Scottsboro, AL on 7/25. We Picked it up on 8/24. When we got it home the couch was very poorly manufactured. The cloth on the bottom was stapled poorly. It was lumpy and wrinkly and there were large areas where it was not connected to the furniture or had clumps of staples. After many calls to the store and emails with Kevin Lane, the district manager, a repairman finally arrived on 10/4. He replaced one piece of the material on the bottom of a piece where it had worn through, but he just tucked and stapled the rest.
Before he arrived we discovered the cushion of the chaise sags significantly when we sit on it. we again contacted *** at the store who said it would have to be go through customer service, so we Again contacted *** who contacted customer service. The repairman said he could not fix it. We called Ashley to tell them about the cushion and *** was nice, but there was no response from our conversation. The Ashley employees that were trying to help struggled to get us our initial help, they did not respond quickly.
Thursday evening, after even more emails a very rude woman at the service center finally returned our call. Her position was once the furniture is picked up it voids the warrant! How can this be? We bought this sectional as a new and useful piece of furniture. It is not. We asked two weeks ago to just return it and get a refund. We have spent far too much time emailing and calling trying to get assistance. When you call It is nobody's department, you are referred to someone else. No response.
The furniture is shoddily put together. We also discovered in the last month that in addition to the above mentioned that the cushion of the chaise does not fit correctly, and the arm pops when you put any pressure on it. Not a lot of pressure or weight. The sectional we saw in the two different Ashley stores represented this sectional as a much better quality than the one in our living room.
Product_Or_Service: 5 piece sectional sofa
Order_Number: XXXXXXXXXX

Desired Outcome

Refund We would like them to pick it up and refund our full price of almost $1400. With this many problems showing up in such a short time, with two mature adults being the users, we can only imagine what it will be like in six months, a year or two years. We have to be able to get off of the couch...EVERY SEAT OF IT.

Ashley Furniture Homestore Response • Oct 15, 2019

We are sorry for the issues you have had. We offered and completed a one time service repair to you home to fix the items in your home that was completed on 10/4/19

As per our terms and conditions all sales are final and you picked up the items from the store without inspecting the items. We are not responsible for concealed damaged once a product leaves our location without inspection.

Picking up times does not void your warranty. we just cant repair items picked up and not inspected at the time of loading items out.

If you can send in pictures of the cushion we will reorder that cushion for you and can come out to inspect the POPPING noise.

We will do our best to resolve your concerns and will resolve any open issues via service

Customer Response • Oct 22, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
We accept your resolution AS LONG AS it is corrected in REASONABLE time and appropriately repaired/replaced. We love this sectional. It is very pretty and fits well in our home. We could not be more disappointed in the quality. We did not inspect it upon pick up because of the need to transport it. We assumed your return policy was not so your company could avoid poor quality issues, but to understandably avoid people changing their minds. The issues of the arm and of the cushion were not visible. The couch had to be sat on to discover them. You can not see a cushion that is too soft, or that an arm is going to pop, but we did attempt to take a photo of the cushion. We can only attach one photo so you can not see the photo of the end of the cushion that does not sink nearly as deep. As senior adults we can't struggle to get off of the couch-WHICH IS THE REASON WE BOUGHT A NEW ONE. We did report the issues to *** upon the occurrence and prior to the repairman coming. When we asked the repairman if he was going to fix the cushion or arm he said he could not. We do not feel like the sectionals we looked at in the two Chattanooga stores were of the same poor quality.
As you can see in the photo the chaise cushion is too soft in the seating area ( and in the photos we could not attach we would like to send them but can't attach but one photo) it is too long for the base.
One should expect a piece of furniture used respectfully by adults to last more than six weeks without a problem.

Customer Response • Nov 06, 2019

We have received no response from Ashley. How do we proceed with our complaint?

Customer Response • Nov 14, 2019

Ashley has still not responded to our rebuttal. How do we proceed?

Thank you

Ashley Furniture Homestore Response • Nov 22, 2019

All replacement cushions for customer have been shipped to home expect PO# *** which has not shipped from Ashley yet. Customer should have all items in home by end of this week.

Customer Response • Dec 05, 2019

We did not hear from the Revdex.com on or about 12/2.
We did receive the cushions. HOWEVER, while we are grateful for the effort it does not help solve our problems. We received 7 cushions- Thank you- but only needed one and that does not solve the sag, nor the popping. We have not received any communication whatsoever from Ashley.

We purchased a sectional and queen size mattress and box springs on 7/23/2019. Our furniture was delivered on 8/20/2019 from a 3rd party. The dust cover on the bottom of one piece was ripped, all pieces did not properly fit together nor did they connect together as we were told they would therefore the furniture slides and moves all over the floor. The cushions are down filled but under filled so they are flat as a pancake after sitting on them 5 mins. In addition, the mattress is sinking in the middle. I called the store as well as customer service on 8/23/2019 and opened a claim w Kiesha. Was told that *** would return my call. I have called multiple, multiple times. Spoke w *** and *** which both told me they were new to their position and told each time that *** would be in touch. Still nothing till I called again on 9/27/2019 and *** happened to answer the phone. She looked over my claim, with pictures, and said she reordered the sectional. She referred me to her boss, ***, whom I left a voicemail for. Still nothing. Had a 3rd party technician call to schedule to come out and look at the mattress. I called the Hsv Store once again on 10/7/2019 Spoke w *** and she remembered talking to me about the situation on 8/23 and had sent out an email that day regarding the issues. She again reached out to ***, whom called me after I told them I was filing a complaint with Revdex.com. *** said she was about to go into a meeting and she would talk to upper management concerning my claim and to request restocking fee waived. I contacted Wells Fargo, whom we financed our furniture with since the 1st payment is due 10/8/2019. I have filed a dispute with Rose regarding the situation and spoke with Paul Miller @ Wells Fargo Claim #XXXXXXXX
Product_Or_Service: 5 piece Sectional couch, queen mattress and box sp

Desired Outcome

Refund At this point, we would just like the amount financed w Wells Fargo, $2974.71 plus the amount we paid down on 7/23/2019 of $231.87 refunded and the furniture picked up.

Customer Response • Oct 11, 2019

Fran called me on 10/10 @10:40am and stated that she spoke with VP of sales, *** and he agreed to a refund on the sectional with no restocking fee. I asked about the mattress and Fran stated she did not know we were asking for a refund on the mattress. I had previously stated this in our conversation on 10/7. She stated she would have to talk to management again and call me back. A 3rd party technician, *** came out to my house on 10/8 to inspect the mattress and sectional. He was shocked that we had only had the mattress less than 2 months because it was clear that it was sinking in the middle. Fran called me back @ 2:14pm on 10/10 and stated that Mr. agreed to return and refund the sectional but not the mattress and box springs since it had been in our home for 2 months but that we could exchange. I stated the only reason it has been there that long is no one would return my calls until this week after I filed a complaint with Revdex.com. We were told that they would extend the 30 night guarantee on the Ashley mattress (the same guarantee that is offered on the Sealy mattress) as long as we purchased the box spring $100 (we initially were only buying the mattress since we had a box spring at home) and the Platinum mattress protection 5yr plan $199.99, which we did. I asked her the total $ amount they were offering a refund on and she couldn't give me a dollar amount. I asked her to please get that figure for me and call me back and I stated we wanted a full refund and everything picked up.

Ashley Furniture Homestore Response • Oct 11, 2019

We are sorry you are not happy with your over all purchase

After reviewing pictures of the sectional, The sectional is operating the way it was designed. We understand that you are not happy with the pso we will as a one time courtesy offer you a full refund on your sectional.

After inspection of the mattress there has been no defects found per the Tech visit.

As per the terms and conditions you signed all sales are final.

We are not able to take back any of the mattress purchase.

Upon successful pick up of the sectional we will credit your account 1907.50

Customer Response • Oct 15, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a copy of the tech response that came out to my house because that is absolutely not what he told me when he left he told me that the mattress was that of one that was about needing to be replaced he seemed shocked I had only had it fo less than 2 months. A brand new mattress should not be sinking in the middle.There's clearly a defect. We paid $579 for that mattress $100 for the foundation $199.99 for a 5yr protection plan & $150 for 2 pillows.
We would like the sectional as well as the mattress and Foundation picked up and a full refund

Ashley Furniture Homestore Response • Oct 15, 2019

If you can please send in pictures to ***@ashleyalabama.com of the following:

Mattress showing the sagging

a picture of the underneath the bed showing all 3 rails/foot posts are secure and in place. a missing rail post underneath the bed will case this issue.

After reviewing the pictures, if the mattress is found to be defective we will exchange the mattress, but no refund will be offered again per our terms and conditions you signed.

Customer Response • Oct 21, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
I sent pictures as requested on 10/16/19 of the mattress on the same day to ***@ashleyalabama.com
I received an email from *** in response to my pictures on 10/16/2019 asking my name & phone # which I replied and provided.
As of today 10/21/2019, I have not heard back from Ashley Homestore

Ashley Furniture Homestore Response • Oct 22, 2019

We are working on reviewing your pictures and will get back to you by the end of the week. We are submitting your pictures to manufacturing in Ecru Mississippi and need to await a response on how to proceed

Customer Response • Oct 24, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Ironically I received a phone call from *** at Ashley Furnishings in Bessemer today wanting to schedule a delivery date for new pieces to my sectional! What? I stated I am waiting for a pick up date to return furnishings not receive more. She apologized and stated *** was her boss & she would leave a message for her to contact me. I stated I have already left a message for her this week as well as for ***, the store manager in Hsv.

Ashley Furniture Homestore Response • Nov 04, 2019

We have been in contact with the guest and advised that we will offer a 100% refund on the sectional as stated before.

We are unable to return the mattress as all sales are final on bedding. We will offer an exchange with proper pictures showing the mattress is defective.

Customer Response • Nov 05, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
The only contact I have had from the business since they said they were reviewing the pictures I sent & would be in touch by the end of the week, which they did not contact me, was from *** 2x trying to schedule a delivery. I spoke w her on 10/25 and received a voicemail from her on 10/31. No one other than that has contacted me, although I have left messages for Fran & Lynn.
We again want everything picked up so that we may go out & purchase a good quality mattress and living room suit which is clearly not what we received from Ashley Furnishings.

Ashley Furniture Homestore Response • Nov 06, 2019

As stated below we are offering a 100% refund on the sectional. .

We are unable to return the mattress as all sales are final on bedding and are backed with a manufactures warranty that we are standing behind that.

We will offer an exchange with proper pictures showing the mattress is defective. Please send the pictures to ***@ashleyalabama.com with Revdex.com Claim number XXXXXXXX.

Customer Response • Nov 14, 2019

Consumer called, no one has contacted her about picking up the sofa sectional and getting the refund. Also, no update on the mattress. Consumer has sent photos a couple of time. Please advise.

Ashley Furniture Homestore Response • Nov 14, 2019

The customer and I have spoken today and we are resolving the matter as requested

We are picking on the sectional and issuing a refund and exchanging the mattress

Again I personally apologize for all of the issues you have had.

Thank you

Customer Response • Nov 21, 2019

Consumer called, she would like to know when you will pick up the sofa and refund the money? She will be out of town the week of Thanksgiving but will be available the first week of December.

Thank you, Revdex.com

Ashley Furniture Homestore Response • Nov 26, 2019

We will have you all set up for pick up the 1st week of December and will x change the mattress then as discussed.
Please call me when you get back in town

Thanks

Customer Response • Dec 03, 2019

Someone from Ashley contacted me on Fri about scheduling pick up of sectional & delivery& exchange of mattress. I let them know I was out of town for Thanksgiving holidays and would be back in town the following week & would call with my schedule availability. I am actually on hold w Kara at Ashley as I type this. She scheduled a delivery for mattress on Fri 6th but does not show pick up of sectional. She stated there was a ticket w 3 pieces of new sectional to be delivered. No, no, no.

Customer Response • Dec 05, 2019

Delivery Status Notification: The delivery for *** at XXXXX E NEW GARDEN RD, ATHENS, AL - XXXXX has been scheduled for Friday, December 6th between 01:00 PM and 04:00 PM. Please click this link to confirm the delivery https://ttt.dispatchtrack.com/schedule-sms/show/ttt/mzruefhtgp/ . If you cannot click the link, please call . Thank you for choosing Ashley Homestore
Text STOP to Unsubscribe - Msg and data rates may apply.
This is the text I received last night I called to let them know today that I have an eye appointment as I stated the other day when I spoke to someone and it needs to be more in the morning I understand there's a three-hour window now they want to charge a $79 rescheduling fee I called mr. and left a voicemail I want this resolved so we may purchase new furniture somewhere else. This has become Beyond ridiculous

Ashley Furniture Homestore Response • Dec 05, 2019

has personally spoke to Mrs *** today and resolved these issues.

You are now scheduled for delivery on Sat.

Delivery people from Ashley Home intimidating my wife to give them money for furniture set up that was already paid for at the store.
We purchased a bedroom set from Ashley home on 15 Aug. During the process I asked if the bed frame would fit a Tempur-pedic platform mattress frame. We were told yes. When we paid, we also paid for the setup of the furniture. Ashley's call us and scheduled delivery for 11 Sep between 11:30 AM and 14:30 PM. The delivery people showed up on time and started to move in the furniture when one of the employees of Ashley's told my wife that they only put the bed together for lunch money. This implied that if my wife did not give them money that they would leave and not put the bed together. My wife felt intimidated because there were three movers there and she was alone. They also knew my wife was visually impaired because she uses a seeing-eye cane. That evening my wife told me what happened, but it was to late to call. I called the next day (12 Sep) to complain and was transferred around until a woman named *** took my complaint. She told me that someone would call me back the next day (Friday 13 Sep). No one called from Ashly's on Friday. I called again on 20 Sep to complain and the Ashley receptionist told me that someone would call me back by the end on the day Monday 23 Sep. No one call me back. Ashley Home is not taking my concerns about their delivery practices seriously.

Desired Outcome

Refund of the $20 and why Ashley's Home does not take complaints seriously.

Ashley Furniture Homestore Response • Oct 31, 2019

This issue has been resolved on our end. The item has been completely set up and the 20.00 refund was issued

We are sorry for the miscommunication and hope you are satisfied with your purchase

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Description: Furniture Retailers

Address: 3020 Memorial Pkwy SW, Huntsville, Alabama, United States, 35801-5303

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+1 (256) 213-9852
+1 (256) 536-3318
+1 (256) 425-0254

Web:

www.lazyboy.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Ashley Furniture Homestore, but after several inspections we’ve come to the conclusion that this domain is no longer active.


This website was reported to be associated with Ashley Furniture Homestore.


This website was reported to be associated with Ashley Furniture Homestore.



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