Ashley Furniture Homestore Reviews (%countItem)
View Photos
Ashley Furniture Homestore Rating
Description: Furniture Retailers
Address: 502 Fountain Pkwy, Grand Prairie, Texas, United States, 75050-1405
Phone: |
Show more...
|
Fax: |
+1 (817) 633-6855 |
Web: |
www.ashleyfurniture.com
|
E-mails: |
Sign in to see
|
Add contact information for Ashley Furniture Homestore
Add new contacts
Re:Dining Room Table.Dining Room Chairs.Refund promised was not given.
Ashley Furniture Store in Grapevine Texas refuses to refund a credit that we have there.We were told by salesperson,*** that if anything wasn't right,we would be refunded our credit as well.
We want our $600.00 refunded.We were told if anything went wrong with this order we would be refunded in full including our credit amount.We thought we could trust the word of the salesperson, but found out that was not the case.When the delivery was made, the two men could not speak a single word of english.Pkus, they wete not even in an Ashley Furniture Store truck.There was no way to even identify that they were with Ashley Furniture.The truck had no writing on it.It was a rented all white truck.The piece of furniture was not what we ordered! We ordered a rectangular shaped dining room table.They had a piece of round plastic top of something?! I kept shaking my head no.As I mentioned I could not communicate with them.I did not accept any furniture from them at all.Its not what we ordered.
The customer placed an order in the amount of $1240.92, of which $365.88 was paid with a credit from a previous "premier instore credit" ... when the product was delivered the customer refused stating the items were incorrect. Upon refusal the consumer stated she wanted to cancel for a refund. The refund was initiated "less" the original $365.88 instore credit. The warranty policy states these rebates are to used as instore credits ONLY....however, since the customer attempted to use the credit and the product was ordered incorrectly, Ashley Homestore will "refund" the customer the amount of $365.88.
I purchased a leather sofa with 2 built in recliners and a recliner chair from Ashley Furniture in Arlington, Texas, 1530 W. Interstate 20, Arlington TX 76017 October 4, 2018. Within 6 months, the leather on the foot rest of one of the recliners in the sofa unit began peeling. I contacted the store where the purchase was made and a technician was sent to my home to look at the issue. He replaced the entire covering for that recliner. A few months later, the covering began to pucker at the seams and began sagging on the seat portion of the recliner and the leather began peeling in the exact same area as it had previously done. I contacted the store to report that someone needed to come out and replace the covering, as the one that was installed a few months prior was not installed properly and was peeling. I was told that my warranty expired just prior to my calling. The person in customer service provided me with a number to call to inquire about the leather defect. I contacted the number I was given and was told by the representative that they only covered premium leather and that the only premium leather was on the frame of the sofa and not on the seating area. Therefore, there was nothing they could do. This was the first time I have ever bought furniture from Ashley and I am not satisfied with their warranty, workmanship or customer service. I paid almost $2500 for furniture that I would expect would last longer than 6 months to a year. I feel like this is a manufacturer defect in the material since it occurred twice within a 12 month period. I am a 63 year old retiree and do not have money to throw away on furniture that is defective. I would like for someone to come out and replace this covering again or refund my money if this the type of workmanship I can expect from Ashley Furniture. I have furniture that I have owned 20+ years and have never had these type of issues.
Product_Or_Service: Sofa with recliners
Order_Number: SXXXXXXXXX
Other (requires explanation) Replacement of the defective covering on the recliner in the sofa and a guarantee that if this happens a third time, I either want a different sofa or my money refunded.
Ashley Homestore has been in touch with the customer although parts were ordered for the product, it has now been discontinued, therefore the product will be replaced. The customer has been given the approval to reselect on their items.
(The consumer indicated he/she ACCEPTED the response from the business.)
We were contacted by a gentleman from customer care who offered to either repair or replace furniture. Upon finding that our furniture had been discontinued, we visited the store to select new furniture. I can't say enough about how well we were treated by the management. They were more than fair and we were delighted with the outcome.
I ordered my table on December X XXXX - NO TABLE - NO CALL BACK - No nothing from the store employee's. I have call several times, no one calls back or try's to solve my issue. They laugh at my issue, and blow me off. . My table gets pushed back for delivery. This is a HORRIBLE experience for a table I really liked
Product_Or_Service: Glamby Kitchen Nook Table
Order_Number: XXXXXXXXXX
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my table or my money back HORRIBLE EXPERIENCE
Ashley is sorry about the delay with the customers product. We have been in touch with the consumer and they have agreed to delivery of their product 1/18/20.
On 11/30/2019 I purchased two sofas from Ashley Furniture the order number is XXXXXXXXXX. I was promised the items would be in the stores warehouse for delivery on 12/15/19. On 12/17 after not hearing from Ashley I called for a delivery status and was told the sofas are on a truck and they would be in on a later date.. I asked for a refund and was told that could take up to 14 business days. This was not as promised so I asked for a manager and spoke to Amber (I think) she said the sofas were actually on back order and some should have called me. I asked for an immediate refund as I paid via debit card. I was promised it would be refunded the next day 12/18. On 12/18 I did not receive the promised refund. So called and talked to a man who said he was a manager his name was ***. I explained my situation and he said the matter was in the accounting dept. he promised he would have my money refunded but today. As of today 12/19 I do not have my refund. I need my money returned. Ashley is holding it hostage. They have the ability. To return it immediately just as they took it immediately.
Product_Or_Service: Sofa refund
Order_Number: XXXXXXXXXX
Other (requires explanation) I want my money refunded as promised twice by two managers. Ashley is holding my money hostage. They have misrepresented to me twice they were refunding it but have not done so.
Customer purchased on 12/02/19, on 12/17/19 the customer cancelled the order 12/19/19 a refund was submitted to the customers debit card ending in 9369 in the amount of $3254.87. Unfortunately most credit or debit card companies do not refund as quickly as they withdraw funds to cover purchases. However, we processed as quickly as we could. Hopefully, this has been resolved with the customers bank card company.
Ashley furniture delivered my dinette set and all four chairs wobbly, chairs chipped and the delivery guy sliced one of my cushion chairs when opening up the merchandise. I was told by customer service everything will be taken care of because sometimes when chairs are wobbly that is common because their floors are different than mine at home and as of tonight nothing has been taken care of. I noticed several more chips on the table edge and on top of table a week later. Called customer service and was told to send pictures. I did and received an email saying I did it and to file warranty claim. I replied I didn't do it. I was told the dinette set was brand new but apparently it wasn't because it had too many problems with it. Filing a warranty claim when I didn't do it isn't right. Ashley furniture know they wasn't honest from the beginning about the dinette set. I have requested a refund so I can go somewhere else to buy a brand new dinette set but the customer service representative said the manager have not responded to her email and this was over two weeks ago. Obviously they are ignoring the issues that they said was going to be taken care of. When I first purchased the dinette set I had to wait a while to receive it which was fine because I was told it was brand new but this isn't what I got. I don't see how they are going to say I did the chip in the table when the whole dinette set have chips in it. They realized I bought a warranty now want me to file a warranty claim like I did it but they are responsible. I have not and will not file a warranty claim on something I didn't do and for them to suggest I do it says more about how they run their business. I have not received a call or anything letting me know what's going on but from a customer service representative saying in an email to file a warranty claim and she waiting for her manager to respond. @
Product_Or_Service: Dinette set
Order_Number: XXXXXXXXXX
Refund Refund so I can go somewhere else to buy dinette set
Customer received delivery 11/20/19 at which time a slice on one of the cushions was reported by the driver, a new cushion was ordered for replacement. Ashley Homestore Customer Care was unaware of any issues with the table at the time of delivery. The customer did contact the customer service department 11 days later to report damage to the table (see attached pictures). Therefore, the customer was ask to contact their warranty company. Under no circumstances did any agent of Ashley Homestore intend to misrepresent the truth. Ashley Homestore will pick up the furniture for a full refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
Ashley furniture picked up dinette set today but refund not back on card
(customer code), return #XXXXXXXXXX was picked up for refund on 12/27/19. Refunded 471.46 to credit card on 12/30/19
I purchased a power recliner in 2016. I've had to replace the same cord twice. Now the other cord is bad and Ashley's no longer carries any parts for it. I called and spoke with a Supervisor at Consumer Affairs today and she politely hung up on me. Thank you for calling...click. I admit I was upset but I never cursed or raised my voice. Unbelievable!!
Promised that we could exchange merchadise, not to worry about what we signed.
What they 'say' versus what they 'do'! Ashley's did not honor their promises! We recently bought a $5,000.00 tempur pedic bed from Ashley. We were torn whether to stay with a queen sized bed or move to king sized so we could each adjust our own side, which we talked about at length with the salesperson. We already had a very nice queen sleigh bed frame and matching dresser (top of the line from Ashley), so this was a very hard decision. The salesperson said if we were not satisfied we could exchange it for any reason, with a $100.00 fee for the bed and $100.00 for the adjustable frame. We asked specifically about size and he said, "Yes, any reason." When we went back after the 30 day trial we found out that they really are actually unhappy to exchange, and were told by a very 'snippy and condescending' office worker that the adjustable base part of the bed ($1300.00) would NOT be traded. We rarely ever exchange what we buy, but this is a lot of money for a bed we intend to keep for years. On a second trip to the stor, the manager was understanding of our situation, but the corporate office said nothing would be done. We have exchanged the mattress and are now awaiting delivery of our new ($3,000.00 additional expense) mattress. So now we have a queen size adjustable frame and a split king mattress? LESSON LEARNED! 1) Read the fine print; do not depend/accept the salesperson to tell you all the truth. They really just want the sale. 2) If you want customer satisfaction, DO NOT SHOP AT ASHLEY'S!
Honor what was promised. We had a verbal agreement that we could exchange the adjustable bed frame.
On 8/28/2019 the customer was delivered a queen mattress and adjustable base. After 30 days the customer wanted to reselect on the mattress and adjustable base. The customer was informed he could use his comfort guarantee on the mattress, however that adjustable bases were not covered. He was upset with this decision, we showed him where he signed the mattress agreement form. The customer did go back to the store and reselect on his mattress. The customer returned a queen size mattress but this time chose a king size (which is two twin extra long mattresses)The king size set was delivered 11/27/2019, so yes the customer is right he has the twin mattress but he has the original queen size adjustable base. He was aware when he chose the different size mattress that it would not work with the base in his home. We are sorry for any confusion that may have occurred at the time of purchase. We have the customers sign a bedding agreement at the time of purchase to alleviate any misunderstanding.
Essentially they promise that this warranty will cover your furniture for a plethora of reasons when you're paying for it. When it comes down to it, there are so many ways they can twist the situation so that it gets caught in the T's & C's and eventually the claim is denied.I spoke with several managers through escalations and regardless of the situation for each item, they found a way to make sure it wasn't covered.I only spoke to one employee out of about 5 that was pleasant.Many were incredibly rude and the final manager I spoke with (Emmie) was horrible and I don't see how she became a manger with the lack of personal skills she has. The entire conversation between us, she spoke over me, many times raising her voice and eventually hung up on me after passing me off on a message that "someone would get back to me within 7-10 business days".Absolutely horrible experience, would never EVER purchase from Ashley again knowing this is the company they use for their BS warranty, AKA just a way to take more of your money.
Product_Or_Service: Sofa, couch, desk, dresser
Other (requires explanation) My furniture needs to be repaired as advertised fully when I purchased.
Consumer has been notified although Ashley Homestore does not have a return policy on mattresses or adjustable bases we will honor this situation because of the misunderstanding. We picked up the merchandise on 11/06/19 for a full refund. Finance was refunded on 11/13/2019 in the amount of $3786.17
(The consumer indicated he/she DID NOT accept the response from the business.)
The response they provided is a year old, and the first issue of many that we had which happened after we purchased the entire house of furniture in 2018 not 2019. The fact that they're stating that happened in 2019 must be them trying to pretend like they've alleviated the situation when it's actually a lie. That case happened because when we were sold the mattress, we were told we had 30 days to test it out and if unsatisfied we could return it. Within 2 weeks of having the mattress we were in so much pain we asked to return it and they denied all claims that they said that to us. Obviously just a ploy to get us to buy the $3K+ mattress in the first place.
This issue, a year later, is in regards to damage to our furniture. Also when buying the entire home's worth of items, we were really sold because there was this fantastic warranty that came with everything covering us for up to 5 years. Well after trying to report our first claim it was obvious the warranty company has no intention of ever covering any claim as they talked they're way out of it from several different angles, leaning on a warranty detail booklet that I never received (and still haven't even after they said they'd re-send it to me, making me assume it doesn't exist). Either way, if you actually read my first complaint to the Revdex.com you would have known this had nothing to do with the mattress issue. Obviously Ashley doesn't even care enough to read the complaint let along answer it properly or do anything about it. This complaint is very much still OPEN and UNRESOLVED.
When initially submitting this claim, over a month ago (complaint # XXXXXXXX) and we received a response from a different branch that somehow received this. We were asked to send our original receipt and pictures of the damage to [email protected], which we did. I never heard back after replying multiple times asking for a response after I had sent the information. I assume that "escalation" email is more of a deescalation, or a way to have complaints sent into a dark hole never to be heard from again. Way to fail Ashley Furniture.
Returned issues for the third time on a dining room table. This has happened three times
In October of 2018 I purchased a dining room set from Ashley Home Furniture, a couple of months later the veneer on the surface started coming off and pieces of wood were cheeping. I called customer service a technician was sent and I was told I had to drive to the warehouse to get a new one after about 2 weeks. The second table was also damaged this one was worse again I had to wait for a technician to come look at after making 4 calls and 2 weeks later I was told to drive to the warehouse and get another table. Today October 19th, 2019 I picked up the third table when I got home my husband opened the box and this table was either used or refurbished I called customer service and was told they have to sent a technician again. I cannot keep driving back and forth for a merchandise that if damaged. When originally purchased my table I was never told that I would get a used table. I need Ashley Home Furniture to take care of this problem as soon as possible and they are going to have to deliver the fourth table
I want a new table and I need Ashley Home Furniture to delivery it to my address
XXXXXXXXXX, we picked up the dining set for refund on 11/05. Checks were sent to store on 11/08, 500.00, 269.77 and XXX-XX and customer picked up the checks from the store.
I purchased a bed online order #XXXXXXXXXXXX. Was sent the rails but never the bed. Was told bed refunded but will be recharged every 6 days
Now I don't know if I can get my money back for the rails because of their business practices which I knew nothing about
Refund and apology with a credit
Based on the information provided by this customer and the sales order number they did not purchase from any of the DFW Ashley Homestores, nor did the DFW Ashley Homestore facilitate the order in anyway. However, Ashley Homestore DFW did reach out to the online center where the customer did make their purchase and the customer should be aware of the resolution to their issue. The phone number to the customer care center for online orders is traditionally on the receipt. This phone number is XXX-XXX-XXXX. Hopefully this will resolve any issues the consumer may have, if not they need to reach out to the phone number provided.
I purchased a table from Ashley Furniture, Immediately after delivery I contacted customer service about a defect and spoke with Jessica *** After exchanging the pictures of the defective table, I requested either an exchange or a refund. She initiated an exchange, however, when the new table came, it was defective as well, and did not accept it. I took a video of the table and it's defects, in which the gentlemen stated that Ashley delivers poor quality furniture. I contacted Jessica once again, sent the video as well, and requested a refund so that I could finally purchase a different table that would make me happy. She has been giving me the go around and not resolving anything. I just want my refund so that I will purchase a table that will make me happy. I contacted within their 30-day refund policy, and I deserve to be treated with the respect of a refund. Please help my voice be heard due to unfairness. Thank you.
Product_Or_Service: 08/15/2019
Order_Number: XXXXXXXXXXXX
Refund I would like for you guys to help me get my refund
The customer purchased from the Ashley Homestore online. The delivery of the order was in fact facilitated by Ashley Homestore DFW. Therefore, unfortunately the customer was dealing with two completely different customer service departments. However, the issue has been addressed and the customer is currently scheduled for the item to be picked up and returned for a refund. We are sorry for the inconvenience this caused.
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was addressed very promptly, and I did receive a call to schedule the table for pick up. I do expect a full refund. refund.Thank you for your prompt response
I purchased a Jeanette Dining Room Table Set from Ashleys Furniture online after having visited two stores. In store the prices fluctuated for the same table. The delivery was supposed to be from 10am to 2pm. The delivery driver called at 7:30am to let me know they were on their way. Then I received a text msg that said it would be two hours for delivery from their automated system after I'd rushed home to receive the extremely early order. When the gentlemen arrived they brought the table and bench. The four chairs I'd ordered came separately and unassembled. When I asked the delivery driver if they were going to assemble those as well they said no, they didn't know why the chairs had been delivered to me. When I contacted Ashley's I was met with attitude and hostility and given an email address to write. I wrote two different emails. The first was ignored and the second one which I supplied pictures with of the damaged table top and finish received a reply stating someone would contact me within 72hrs. That time came and went. I asked for the delivery charges back since it was NOT the white glove service I was told I'd be receiving and my table is damaged.
Product_Or_Service: Jeanette Dining Room Table Set
Order_Number: XXXXXXXXXXXX
Other (requires explanation) I'd like a refund of the $100 I was charged for delivery fees. Nothing was really assembled and it arrived damaged.
The customer purchased through the online center and some of the product (chairs) was sent directly to them from a fulfillment center. The table and bench were sent to Ashley Homestore DFW to deliver to the customer. We are not sure where the customer called for service, however do not have record of it here. We are very sorry for the inconvenience all of this has caused the customer and have reordered the table due to manufactures defects, the online fulfillment center has also agreed to refund the delivery charge.
The customer is aware.
(The consumer indicated he/she ACCEPTED the response from the business.)
A representative from Ashley's contracted me. We reviewed the complaints together and settled on a refund of the delivery charges and a new table
I recently bought an Upholstered Bed from this Store. The day they called and said it was ready we picked it up and brought it home, a couple of hour later we took it out of the box and started assembling it. To our surprise as we started putting the parts together we noticed that not only the head board but also the side rails had Bed Bugs. I have both pictures and video to prove this. We immediately ran out of the house with it and placed it outside. I contacted the store right there and then and advised the manager in charge that night. He stated that I would be contacted by the morning manager and person in charge of customer service. They did call after I emailed them the pictures and videos they said that they couldn't determine what they where and proceeded to say that it was my house that was infested and that's how it had gotten on the bed. But would replace the bed which I said no too, and asked to send someone to pick up there bed and to be reimbursement which they did. I called Truly Nolen Pest Control they saw the pictures and videos and right away said they where bed bugs. They inspected my house to see if anything had stayed behind. Luckily they didn't and my house is pest free. Very bad customer service and unprofessional trying to blame us and not taking the blame. Did some research and there are other customers that this has happened to online. Be aware and inspect your furniture closely if you purchase with them.
Ashley Homestore picked up the product promptly and took it back to the dock at the warehouse The customer was invited to be there when the product was opened, dissembled and inspected thoroughly by the warehouse manager. The consumer saw that there were no bugs of any sort. The product the customer picked up was new and in plastic as well as corrugated. We are just as surprised as the customer about the issue. As per their request Ashley Homestore refunded the customers money.
I tried to exchange 10 day old couch due to it doesn't look like it does in picture. Their website states 30 day return policy.
I tried to return 10 day old couch. Policy on their website says I have 30 days to return for any reason. I wanted to exchange for a much more expensive couch but they said I only had 72 hours to return. I explained what their website says and that I am purchasing a more expensive item and they would not take it back. False advertising on their website.
I would like to exchange this couch for a more expensive couch as it does not look good in my home. It looks very cheap.
They did contact me and resolve this issue.
Tracy
I received two damaged items. The items are beyond repair. I have sent Ashley Furniture customer care three emails with pictures over a week ago.
Order XXXXXXXXXXXX
I received two damaged items: the *** Double Door Cabinet; SKU: AXXXXXXXX, $157.49 plus tax, and the Haddigan Dining Room Server; SKU: DXXX-XX, $399.99 plus tax.
The items are beyond repair. I have sent three separate emails to Ashley Furniture customer care that have all been ignored. I sent several pictures of the damages. Additionally, it appears that the double door cabinet was either a return or display item that was once put together then disassembled because there are markings all over the shelves, etc., where the screws are placed.
Finally, the cardboard boxes these items were shipped in arrived in literal pieces with only strips of tape holding it together. There is absolutely no way these boxes could be reused.
I want a refund for these items, as I have previously asked.
I want a complete refund. I do not want a discount or replacement. I want a total refund for these items.
Ashley Homestore has no record of this customer making any purchase at any of our DFW locations. Please refer the customer the the original place/retailer where the purchase was made or the corresponding Revdex.com.
Wow. This is some shady stuff going on. I am forwarding my entire email with the order confirmation. I also have many emails FROM ASHLEY regarding these issues. I have spent thousands of dollars buying junk that arrives damaged. Please look for the forwarded email I am sending within the next two minutes. Thank you.
We are very sorry the customer is unhappy with our response ... it appears by the sales order
XXXXXXXXXXXX the customer purchased from on-line. Again, Ashley Homestores DFW has nothing to do with this customers order. However, we have reached out to the on-line customer care department at XXX-XXX-XXXX on this customers behalf asking they contact the customer to rectify any issues. Had the customer made their purchase from any of our stores we would be glad to help...but they didn't and we did not facilitate this order in anyway. Therefore, Ashley Homestores DFW has no control of anything having to do with this customer or their product.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been contacted via email and offered a refund.
The furniture they sold me had bugs in the frabric, thsy did not come out until is sterted to get warmer outside.
the problem date was reported on the 29 of aug. 2019 to ashley Sales # XXXXXXXXX sales rep was: Luciano Alvarado, Amount: 1,019.98.
The furniture they sold me had bugs in the frabric, they did not come out until is started to get warmer outside.
The furniture they sold me had bugs in the frabric, thsy did not come out until is sterted to get warmer outside.
Ashley Homestore delivered product to the customer February 15, 2019. The product delivered to the customer was new. Many of the same sofa and recliners have been sold through out the metroplex with no other reports of this issue. With the complaint being made over 6 months of the customer having the product in their home and no other complaints being registered we will not be accepting responsibility for the complaint.
When delivering the product I purchased, and purchased the extra fee for delivery, Ashley HomeStore damaged my home and refused to fix the damages.
Order #: XXXXXXXXXX
Order Date: 4/15/2019
Purchase Amount: $3,300.02
Delivery Date: May 4, 2019 & May 14, 2019
Customer Care Representative: Obed Sanchez Office: 972.336.0339 x 1802
I recently had furniture delivered 2 different times on the same order because Ashley HomeStore incorrectly entered my order and did not have all product available on the original date they scheduled the delivery. During the first delivery, the delivery team scratched up the wall in the stairwell when taking couch up the stairs. The team would not remove the legs from the couch, which caused all the scratches and associated damage.
I emailed the customer care center responsible for delivery damages, and they simply told me no they wouldn't repair the damages or pay for my damages. Obed claims that the damage wasn't reported for 'too long after delivery', when it was clearly reported to the Ashley HomeStore employees that delivered my product on the day they delivered and caused the damages. In addition, I sent the summary of the delivery damages once all my product had been delivered and Ashley HomeStore's obligation to my order had been fulfilled.
Ashley Furniture HomeStore should pay me $500 to cover the repair of damages they caused to my home.
Customer has been notified we are sending a check as per his request to cover cost of repair for damage
Failed to disclose conditions of their return policy and now refuse to return items that they promised were fully returnable.
My wife and I visited *** mattress in early May 2019. We were informed by the store manager, *** that *** offered a full 180 days to try out any mattress with the ability to receive a full refund less a delivery fee if we decided for any reason the mattress wasn't for us. I explained to *** that I was a 100% disabled veteran with terrible back problems and had difficulty in the past finding the right mattress, so we were only interested in purchasing a mattress with a company that would allow us to return it if it was not a good mattress for helping with my back pain. He assured me that *** was the best in the business and that we could feel confident that if the mattress didn't work out that we could exchange it or return it. We returned on May 6th and I asked the sales person, ***, about the guarantee again. She reiterated what we had been told previously, that we could return the mattresses for any reason within 180 days and all we would be responsible for would be a $79 delivery fee. I filled out a credit application but had to leave the store for a doctor's appointment. At the time, I did not know whether my financing would be approved or not so my wife stayed behind to find out. When it was, she decided to get the mattresses and scheduled delivery. We kept the mattresses for the required 30 days and they were not working for us. We would have preferred to perform an exchange but are moving to the Houston area and *** does not have any stores in the area so our only option was a return. We called on June 7th and spoke with *** who set up the return for the 11th of June. Later in the day on June 7th, Jon called back and said he could no longer perform the return because we had failed to purchase the non-refundable mattress protectors. The condition was never mentioned to either my wife or myself at any point in time in the transaction process with either salesperson. We were also never offered the option of purchasing mattress protectors from ***. Additionally, both beds had been covered immediately with mattress protectors upon arrival at our home. Jon stated there was nothing he could do and gave me the corporate number. They also stated that since we had no purchased ***'s mattress protectors they would not return the mattresses. Ultimately, *** employees intentionally misrepresented their return policy in an effort to secure a sale and ensure that the product could never actually be returned, while giving the false impression that the items were indeed fully returnable. Had we been made aware that the purchase of specific mattress protectors was required as a condition of the return guarantee, we certainly would have purchased them. This was simply a store manager and his sales rep hiding a condition of the return policy with the intent to make the product non-returnable.
I want the company to honor the 180 night comfort guarantee I was promised by the store manager and sales rep. If this means exchanging the mattresses first, so be it.
Mattress Company has contacted Mr. and we will be picking up the mattress for a full refund. We are very sorry for any miscommunication of policy during his purchase.
(The consumer indicated he/she ACCEPTED the response from the business.)
The mattresses were picked up by the company on the 13th, though I have not yet seen a credit applied to my finance account. Assuming the credit is applied as promised, I accept the response.
Horrible service
Horrible service
A full refund with expedited delivery and no delivery fee
Ashley Homestore has issued a refund of the consumers money for the incorrect item. We are sorry for any inconvenience this caused. The customer is aware.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable. The level of service I received was horrible. Customer service is clearly not a focus. No one has reached out to assist on this matter. There has been no remedy to this issue
I purchased a table, 8 chairs, and 2 stools. When I opened everything, the table was noticeably damaged. It being "brand new," it was upsetting to see. I contacted customer service and they told me to call the store directly. After calling the store, they didn't apologize or seem to care. I was told to email them pictures and that they'd follow up in about 72 hours. More than 10 days have passed and I have yet to hear from any representative. I tried reaching out again via email and again, received no response. It is a terrible experience, especially knowing I bought from them numerous amounts of times.
I am sorry the customer feels she wasn't being taken care of. The time line we have is the customer did pick up her product on 4/20/19 she called in 5/11/19 stating the product was damaged in the box. Pictures of damage product were requested, the customer complied. She was informed she would receive a replacement. An exchange was keyed for the same day the customer called customer care. A new table has been ordered and customer has been informed that once the item arrives we will deliver the new table and pick up the damaged one free of charge.