Ashley Furniture Homestore

they order wrong couch and bed. Did not deliver cocktail table
We order our furniture on 9/21 a sectional, a full size bed and a cocktail table. It was to be delivered on 10/11. We they delivered it we discovered that they had ordered the wrong size piece of the couch. It was suppose to have a two seat armless love seat and they ordered a three seater sofa. The bed was suppose to be a memory foam mattress and they had ordered us a gel hybrid mattress. The cocktail table was never put on the truck. We refused the bed and the three seater sofa part of the couch. We did keep the rest of the sectional. Customer service department who I spoke with (***) told me that they would take care of it and get us the right pieces. I ended up cancelling the bed because they would not deliver another one for two weeks but I could order off their website and get it in three days. I have been going back and forth with customer service *** and the store hey keep telling me I have to call the other one. That has been going on for a week. Finally yesterday *** told me again I had to deal with it through the store. I called the store and the manager has now finally after a week of dealing with both of the offices put in the order for my couch and finally gave me a refund on the bed. My problem is tha no one what to help get this fixed in a timely manner. There is a truck to deliver to my area next week which is suppose to have the cocktail table I ordered on it and I would like them to get the final piece of my couch on the truck on the 10/24 wi

Bought $3000 bedroom suite. Couldn't get it delivered right away, but was promised a month later (October 7). Day came and received a call saying it would not be delivered as promised. Then they said that a portion, the bed would be delivered on the 13th, something else the 22nd and the last part on 29th. We said ok. Today (10/11/18) we received another call that the bed couldn't be delivered as promised because the footboard was not available..... Now we don't truly know when anything will be delivered. My wife and I both called the store and both were promised a return call, but both called were not returned.

At this point we just want our money back.... They weren't why about taking our money quickly!
Product_Or_Service: 09/02/2018
Order_Number: XXXXXXXX
Account_Number: XXXXXXXXXX

I purchased 2 leather sofas, a leather recliner, coffee table and end tables, a kitchen table with 4 chairs and a bench from Ashley Furniture on 9/12/17. The leather is fading on one of the sofas, the finish is fading on the table, the coffee table is cracking along the seam and the button on the bench has came loose. I contacted Ashley customer care and sent them pictures. They told me my products were out of warranty and gave me a company that could repair any my expense. They did offer to order parts for the sofa but I would have to pay to have it repaired. This company sells junk at inflated prices and should not be allowed to sell products as if they were quality items. I am disgusted that we did business with them and stuck with a house full of junk. They should at least replace this defective junk since I can't get a refund.

Order not delivered
We ordered and paid $2329.80 for a bedroom set (headboard, foot board, 2 box springs, 2 night stands, dresser) on August 19th. We had just moved into our new house and had family coming to visit in September. We were assured in the store that the furniture would be delivered by Sept 6th, in time for our visitors. On Sept 4th we were told that only the 2 night stands and 2 box springs were ready for delivery on the 6th, and that the bed would be delivered on the 14th, and that the dresser would not be ready until "the end of Sept." We requested delivery of the box springs, night stands, and bed on the 14th to minimize the amount of time we would have to take off work. A few days later, we were told the headboard was "back ordered," which after talking to ***, the manager, turned into the headboard "arrived damaged." Ok, fine. Please deliver everything at the end of Sept when the dresser is also available. The end of Sept came and went with no call from Ashley regarding delivery. On Oct 1st we were told everything would be delivered on Oct 4th. Then on Oct 3rd we were told the 2 night stands would not be available for delivery until Oct 26th. When I inquired as to how that could be since originally they were the first things ready for delivery, I was told that Ashley Homestore wasn't sure what happened, "maybe they were damaged during delivery." I was also told that this was not Ashley Homestore's fault because they are "at the mercy of the manufacturer." I asked then why do they give customer's a 3 week delivery date, the rep had no response. I requested to speak to a manager, was placed on hold, then told one was not available but would call me before the end of the day. I asked for a direct number and the rep would not give me the number. I was instead given a corporate email address. I also requested that I still be called by a manager. Several times throughout this process we have been told we will be given a $100 store credit, which we have never received. And we have requested a refund of the $130 delivery charge due to the order being a month late and broken up into different delivery dates. That has been repeatedly denied. Clearly Ashley Homestore is NOT customer service focused. Since they require payment up front and have a no return/no cancel/no exchange policy, they have no incentive to provide the product in a timely matter or worry about customers being upset.

Delivery issue
After purchasing living room furniture and setting up a delivery date. Was told would be delivered on a Tuesday in September. My wife and I stated that could not be a Tuesday would have to be a Wednesday or Friday didn't matter when as long as these two days. The manager on duty, ***, states that he would over ride the schedule and accommodate us. And he put in paperwork had to be a Wednesday or Friday delivery I have that copy. The charge was $179 for delivery . Well my wife got called at 1:05 pm on Tuesday 9/11/18 and was told the truck was in our driveway. This is after the override and also no advance notice that they were coming. poor customer service. Was told at 4:30 pm on 9/11 that they text 2 days prior. They didn't and that would have been a Sunday. Also was told a resolution would be made and I would receive a call on 9/12 by 12:00pm hasn't happened as of 2:20 pm. Again poor customer service from delivery to follow up.

Thank you for your help. The first week of July I bought the following items from Ashley Furniture. Entertainment Center, Bedroom Suit, Love Seat and two navy leather chairs. All were bought at the store, except the two navy chairs they didn't have any on the floor and we had to pull them up online and order them. So, therefore they were bought sight unseen. In a little, over 3 weeks I received all the items. I had to put my entertainment center and navy chairs in the middle of the floor because they were still putting down my hardwood floor. The next day I was able to put things where they go and the navy chairs looked black in the room and not navy at all. The Black looking chairs clashed with everything else and I wanted to exchange them. However, I was told by ***, a customer service rep from Ashleys Customer Care department that I couldn't do anything such as an exchange or refund. She went on to say that once they hit my floor that I was stuck with them. I became so angry and asked to speak to her manager. To make this story from being so long. I have called Ashley store several times, the Customer Care Line and they say there is nothing to be done. I looked up the internet policy and it clearly states that you have 72 hours to exchange or get a refund. I called them back and read to them word by word their policy and the store said they would call the Customer Care line to see what they can do and that has been 2 weeks ago and no one has called me back. When I call them, they are always in a meeting and they never call me back.
I have now purchased two chairs from another store and I have these two leather chairs that I got from them stuck in a corner of the bedroom. This is at a cost of nearly $1,000 for the both of them. I am so upset because they treat me as if I don't matter at all once they have made the sale.

Ashley issued us a store credit for $300.00 without an expiration date and now they will not honor the credit.
In 2007, my wife, ***, and I purchased a sofa from Ashley Home Store. When we carried the sofa home we found that it would not fit in any exterior door. We had no choice but to return the sofa. When we returned the sofa, we purchased another sofa of appropriate size. When we asked about obtaining a refund between the cost of the larger sofa and the smaller sofa, we were told that Ashley did not issue refunds, however we would have an "in-store credit" of $300.00 and this credit would never expire. The sales person first told us this information and it was confirmed by employees in their in-store business office.

Our daughter and son-in-law are in the process of purchasing their first home. They are in need of a sofa. We told them that while we did not have the money to give them, we did have a $300.00 credit at Ashley and they were welcome to use that credit toward the purchase of a sofa.

First, my wife called the Ashley Home Store on South Memorial Parkway regarding using the $300.00 credit. She was given a number at the Corporate Office to call regarding the credit. The telephone number is XXX-XXX-XXXX and the Customer Service Manager, whose first name is ***, advised my wife that she would look into it and call my wife back. *** was very kind and professional and called my wife in approximately a week of the original call. *** told my wife that currently, in-store credits are only valid for 30 days and the in-store credit could not be honored.

I called *** today, 28 June 2018, and when I first called, I spoke with Customer Service and the employee asked for my phone number, (XXX) XXX-XXXX, she told me each item of furniture that we had purchased from Ashley and the salespersons name. I could not hear her well and did not obtain the salespersons name. She told me that she would have her supervisor, ***, to call me back. *** promptly called me back and she said that Ashley could no longer honor the in-store credit. I asked for an explanation and *** told me that because so much time has passed and because of the new policy that the credit could not honored. I then explained to *** that from a customers perspective, Ashley kept $300.00 of our cash and we were issued an in-store credit in good faith that the credit would be honored. Whether a representative of a company promises a consumer of a credit, whether verbally or in writing, this then becomes a binding contract. Because Ashley has kept our $300.00 Ashley is in breach of contract and they profited $300.00 at our expense.

Having worked in Government Contracting, contractors cannot invoice final direct costs until they receive an audit from DCAA/DCMA and obtain their final G&A rates, Overhead Rates and Profit. As a result, it is common practice to hold a reserve of the part of the funding available to be placed on a contract so that when contractors are audited they can invoice the government and the funds remain available in an account to pay any final indirect rate cost. With the backlog of Government audits, it is not unusual for it to take up to 10 years for contractors to receive their final approved DCAA/DCMA rates.

The same principal applies to our situation even though this is covered by the Uniform Commercial Code (UCC).

The fielding sofa, chair, and ottoman are junk, with a lot of bad reviews and poorly made. Less than a year old, I want a refund, Ashley refuses.
Less than a year ago (3/6/2017) we purchased the chocolate fielding sofa, chair and ottoman for $1,600. We were told the side tables were being thrown in for free. I have had to get the cushions replaced and now I need them replaced again. I asked for a store credit, especially after seeing a lot of bad reviews with exact issues as ours. 3 week's later we got the store credit. However we were told that we paid for the tables and our credit was only for $1,300. They are refusing to honor what we were told several times when we bought the furniture. Went to the store immediately with the $1,300 credit and everything we saw that could work for our family was too overpriced or had negative reviews. We didn't want to settle and we didn't want to buy another junk set. Despite their grand Presidents' Day Sale, it was clear to us that since we had a credit, they were unwilling to work with us. We asked to see our fielding set we have now, and with the sale, we would have to pay $2,000 for the same pieces we have now. My husband said something is shady going on, you cannot tell me we were given those pieces for only $1,300. We feel like they are u willing to make this situation right, they are selling furniture that they know is defective and then don't want to make things right with the customer. We just want a refund at this point, we don't trust them anymore and honestly, we should get the FULL $1,600 returned with no usage fees applied. This furniture set should have NEVER been sold in the first place! Also you would think they would want to make this right and work with us especially since we spent a total of $6,000 in their store.
Customer #XXXXXXXXXX, sales #XXXXXXXXX
Item numbers purchased: XXXXXXX, XXXXXXX, XXXXXXX

I bought a living room cocktail table and coffee table that didn't even last 2 years and the legs on both split longitudinally! They weren't even supporting weight. The manager at the Ashley Homestore customer care center, *** told me she would give me a $175 in store credit. She said it was her policy to only give a 20% discount if a customer did not buy an extended warranty. I argued with her in regards to the fact that Ashley sold me a faulty product in that both pieces split down the middle of the legs and there wasn't even any weight support occurring. I requested a replacement or a full in store credit of the $800 plus I spent in purchasing both products. She refused to replace the tables or give me a full in store credit. I feel as though Ashley stole my money from me when they sold me two faulty products that both were made to split down the middle. This needs to be stopped or they need to be held accountable for selling people products that aren't made to last two years (and all it does is sit there) and then they won't stand by their product. I don't have the money to be able to buy new furniture every two years. They need to make people aware that their products don't last 2 years.

On 21 October 2017, we purchased several items from the Ashly HomeStore in Huntsville Alabama. The items purchased were delivered on 2 November 2017. Among the items purchased was a Tempur-Pedic mattress. The selection in the store seemed acceptable for the short period of time that we laid on the store demonstration model. The mattress delivered to our home may be the same model we selected, however it is extremely harder than the store model. Although we only slept on this mattress a few nights, it has been rather painful for both of us. I returned to the store, on Sunday 5 November to speak with the manager about our mattress. I was informed that Customer Service would handle the matter and they were closed Sundays. I contacted Customer Service on Monday 6 November and the first response was mattresses were not returnable. I explained to the representative that I felt this was rather odd since the manufacturer, Tempur-Pedic, offers a 90-day trial period for exchange or return, which is a common practice among mattress stores. The representative then said they would contact their supervisor to request a claim. I called back later that day and they stated the supervisor was off and I would not get an answer until Tuesday and they would call me when they received a response. I called back Tuesday 7 November, to the response, 'The supervisor has not responded to the request. I will send another request and will call you when we receive a response'. The explanation for not receiving a response was the supervisor was swamped with work; since they were off on Monday and they are trying to catch up with their work. I again called Wednesday 8 November to get the same lame response and another sent email to a non-existent supervisor and a promise of a phone call. Now it is Friday 10 November and still no phone call from customer service. This customer service is a sham, which adds another layer of bureaucracy designed to frustrate the customer so they give up and go away.
Product_Or_Service: TempurPedic CL Sup BRZ CG QN MATT
Order_Number: XXXXXXXX
Account_Number: XXXXXXXX

I purchased a loveseat and mattress set from Ashley Homestore, Cullman, Alabama on July 13, 2017. Paid for the items in full. The items had to be ordered and I was told an approximate delivery date. August 8, 2017 the items were delivered to my house without a prior phone call from the men delivering the furniture to confirm a time. My 17 year old son was home and let the delivery people in the house. They put the mattress set on the bed frame. When they unboxed the loveseat there was a problem. They loaded the loveseat back onto the truck, told my son they would call me to discuss the issue. I waited three days, no phone call. I went to the store to inquire. Told the loveseat had not been logged in and I would not get a phone call until after they had logged it back in. I cancelled the order. I was told I would have to receive a check from the home office not the local store. It is now September 15, 2017 and I still don't have my refund. I have been told multiple times the request was not made but the customer service rep twice has told me they would fix the issue and get the refund processed. They don't return phone calls. I ask to speak to someone in charge and they can't find anyone in. I can leave my phone number and supposedly someone will call me back. Has not happened yet. I just want my money back for the loveseat. I am to the point of thinking, I deserve the interest they would have charged me if I had financed the furniture and didn't make the payments. The customer service is AWFUL with this company.
May I also add the sales tax charged was 10%, Cullman City is 9%.
Product_Or_Service: Loveseat non-power
Order_Number: 0160 ticket number

Manufacturer defects with sofa sectional: wood frame is not properly square and reflects in craftsmanship and poor construction
Claim number XXXXX Ashley furniture
Defective manufacturing construction, wood structure of sofa sectional is not square causing furniture not properly lining up, wood frame creeks as if it is broken or about to break, the armrests are not square from again structural frame not properly put together and has caused foam padding to fail with wood structure protruding through. When we purchased this sectional the salespeople told us it was memory foam, however we have discovered it is not. The cushions are poorly constructed and do not retain shape as we were advised it would before purchasing unit.

This item was bought less than a year ago. The padding on both the seat and back has shifted to the left side facing the chair and so me of the padding fell out. The chair was inspected by a furniture repairman, and he stated the padding had shifted and must be fixed. When I bought the chair I purchase the 5 year Plat Plus protection plan. Ashley Homes Store in Huntsville will not honor the warranty. they said the padding was not covered. I believe that a chair that is less than a year old costing $600.00 should last longer than a few months. The local store give me no option but to go to the Revdex.com .