Ashley Furniture HomeStores of Central Illinois

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ We did pick up Ms***'s product on November 21, Once we receive the product into our warehouse and verify it is in good condtion, we issue a request for a refundMs***'s refund request was approved on 12/15/by our owners and her check will be mailed this week Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first return was on November 7th, while the men were delivering the furniture and I realized the dining room server that cost over $was not going to fit in the kitchenThis piece of furniture was never brought into my home, I requested that they return it back to the store because it would not fitAlso, I had purchased a painting that was hanging in the store and I never went back to pick it up then called them mid-November to tell them I didn't want it any longer because of the other problems I was having with them, the cost of that painting was over $Then after not getting satisfaction with the damaged dining room table I requested that they come and get the table and that was November 21st it was picked up and that is the date they are stating that the all the returns took place and that is a lieThe painting never left their store and I still have no refund from that and that was over a month ago and I still have no refund from that, it never left their store so why would it need to be inspected? The first return was on November 7th, weeks ago and that never left the delivery truck so why would that need to be inspected? And lastly the dining room table was picked up on the 21st of Nov and today's date is Dec 17th, weeks later and still no refund on it either I spoke with a girl from the store that went over the refund with me piece by piece on Dec 2nd and she said they put all the refunds on one check and was waiting for the store owner to sight the check and that was going to happen on Monday the 7th of DecemberAfter waiting a week past the 7th I call the store back and was told all the managers were in a meeting and couldn't speak to meThis happened several times over the next two days Final Business Response / [redacted] (4000, 15, 2015/12/28) */ I contacted our Accounts payable group and Ms***'s check for a refund will be mailed from our Champaign office on Thurday, December 31stI apologize for the delay in her receiving her refund in a timely manner Final Consumer Response / [redacted] (4200, 17, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told on December 4th the check was ready to be mailed but the owner needed to sigh it on the following Monday the 7th of Dec and it would be mailed out that day and never came then when the Revdex.com contacted them for this complaint mid Dec they told the Revdex.com it was getting mailed out that week and now it coming from Chicago and it's not being mailed until the 31st of DecI would like this case to remain open until I receive my moneyAs of Dec 31st it will be weeks since my first return and the furniture was not even taken off of the delivery truckThis company has no right to keep a customer's money for weeks or longer and this isn't a small amount of money

Initial Business Response / [redacted] (1000, 5, 2016/05/30) */ Ms [redacted] spoke to our Guest services department about issues with her mattress and boxspringWe explained we would send a mattress warranty claim form which is the first step in filing a claimOnce we receive that, we will send an inspectorThe $inpsection fee is paid prior to the visit and if the mattress is found to be defective, we refund the feeMs [redacted] did not want to fill out the claim form or pay the feeWe explained both of these steps must be followed in order for us to open a claimMs [redacted] visited another store location and stated she would send pictures of the defective mattress (we have not received those to date)We certainly will be happy to assist Ms [redacted] if she will fill out a claim form and pay the inspection feeOnce she follows these steps, we will send an inspectorIf the inspector determines her issues are caused by a manufacturing defect, we will offer replacement

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Ms [redacted] purchased a sofa in December of On February 24th, she reported the seat decking was tearing and she could feel the frameOur craftsman visited on March 21st but Ms [redacted] was not home for the appointmentMs [redacted] called back on May and scheduled serviceOur craftsman visited on June 8th, and found the entire back frame was broken and looseHe deemed this customer caused because he found no defects in the workmanship or the lumber that makes up the frameOur one year manufacturer warranty only covers issues caused by poor workmanshipWe contacted Ms [redacted] and discussed the report with herWe did offer to repair the sofa and quoted $which is our cost to purchase lumber and dispatch a craftsman to her homeWe will be happy to extend this offer and resolve the issueI have attached pictures and the report from our craftsman's visit Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are quite a few details missing from their reportThe frame only started to break after the fabric tore, which was after one month of owningThe shoddy craftsmanship of the fabric led the frame to eventually fall apartThe fabric was all that was holding the seat to the frameAs I tried to get the repair company out, they made an appointment in March without my knowledge and I was not homeI called them and they apologizedWhen they came out finally, the repairman stated he did not have enough wood in his vehicle but would have someone call me to schedule him to come back out when he had more woodAfter several days I called back when I heard nothing from themThey then stated they were chosen charging us to fix itThis is not what the technician told us at the visit

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ Ms [redacted] did report issues with the table at deliveryUnder our procedure as described on the sales receipt, we offered to send a craftsman to resolve this issue which Ms [redacted] acceptedShe did call back stating she was dissatisfied with the table and would like to select a different tableWe offered to replace the table or to service it which she declinedWe have offered to allow her to reselect a different table with a 15% restocking fee for the current tableWe feel exchanging or servicing the current table would resolve her issueIf she would like to select another table, the 15% restocking fee does applyWe would also issue a full refund with a 30% restocking feeOur policies for return are made clear on every sales receiptWe have made every effort to work with Ms [redacted] to correct the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The table is not on display at the store so I had no idea of the qualityIt was delivered with a flaw on the top and it isn't a matter of a "craftsman" coming out to fix a screw loose or to replace a leg, the wood is warpedWhen the table was delivered in that condition I did agree to let them send out a person but only to go through the process because it can't be fixedTwo days later when we removed the leaf there is another bad flaw on the inside of the leafI then called customer care and said I am not paying this much for such cheap merchandise and wanted them to come pick it upShe stated that there would be a 30% re-stocking fee and I refusedI stated that I would be willing to get a deferent table that cost much less because at that point I was not comfortable with the quality of their products and didn't want to invest a lot of money in a table from themI never agreed to pay any type of re-stocking feeWhy should I have to pay anything to exchange a defective piece of furnitureI have had several issues with this store and I really do not wish to do any additional business with themI want this furniture out of my house and I am not paying a dime for re-stocking feesThis to me is just stealing from customers, if you can't stand behind your products without charging a customer almost half the price of the furniture to return it then that states volumes about your products doesn't it?

We regret Ms [redacted] is experiencing difficulty with the third part warranty companyThe warranty is designed to cover accidental damages Ms [redacted] is out of our warranty period which ended in however we are happy to assist her by ordering the parts to replace the fraying fabric

I am rejecting this response because:
Ashley furniture called and scheduled an appointment for their craftsman to come to my home to look at the furniture onApril **, 2018! They called back the same day and said they could come on out on March 24, 2018! I accepted the appointment! On Friday March 22, they called and said they would be out between 2-pm the next day! They called again to confirm the appointment leaving a voicemail I still have! Saturday March 24, came and went with NO CONTACT FROM ANYONE, NOT EVEN TO CANCEL THE APPOINTMENT NO ONE SHOWED UP FOR! I waited around and even canceled plans to accommodate the appontment only to be let down and not even get a call to cancel or apologize for not coming like they claimed or apologizing for not calling to explain or cancel the appointment! This was very u professional and rude

Mr and Mrs*** were delivered on June 23, The furniture was accepted in the home and signed for in good condition (see attached delivery receipt) We did receive a call the next day stating the sofa was hanging up when going up or down Our craftsman visited on July 5th
and found a mechanism rivet broken He was able to temporarily fix this and we have ordered a new mechanism for the sofa which will resolve the issue At the time of purchase, Ms*** did initial by our policies and specifically the section that discusses how we handle manufacturer defects by ordering parts (see attachment which shows where we have Guest initial these policies when we cover) As stated in these policies, if the piece is not fixable, we will order a new piece A mechanism is a part we can order and can resolve their issue once that is received We believe our resolution to be fair and within our stated guidelines for manufacturer warranties/repairs

I am rejecting this response because:I wasn't satisfied with the "repaired" sofa and the representative gave me two options which were (1) that I be refunded for the sofa onlyI purchased a set so of course I don't want to be stuck with a mix matched living room setIt's not what I paid forThe second option was a replacement sofaAt the time it seemed acceptable but after discussing this issue with my partner,we agreed that a refund would suit us bestThe furniture we ordered is no longer a setThe love seat and recliner are being used without the sofaWhen sofa finally arrives,it'll be in tip top condition unlike the other pieces that we've been forced to use without the sofa! This major inconvenience is unacceptable! I couldn't have my father over for Father's Day because the furniture that I paid for wasn't up to standards and had to be returned! I wish to cut all ties with this company ! I wish to purchase furniture from a store with quality furniture! Please,I just my money back! How many more chances do I have give? I'm a very disappointed and dissatisfied customer

We did have our Guest scheduled for service on 3/24. The weather did not permit our craftsman to complete all calls however there is no excuse for him not contacting the Guest to make her aware. We have sent her information to the service company and will ask them to expedite scheduling so we can complete her warranty claim

Initial Business Response /* (1000, 5, 2015/10/05) */
We uphold the ten year warranty for the mattress company which is SimmonsIn order for a mattress to be deemed defective, it must have depressions deeper than 1/2" per Simmons guidelinesMs***'s mattress had 1/4" depressions which are
considered to be under the Simmons warrantySimmons does not warranty comfort or body depressionsBecause Ms*** was not happy with the outcome, our owner did offer a $discount on another mattressWe have attached a link to a copy of the craftman's reportWe are unable to offer a refund or replacement under the Simmons warantyWe will be happy to extend the $credit as promised if our Guest would like to purchase another mattress
Tech+Report:+http://www.sawenterprises.com/appointments/XXXXXX/tech_report.pdf⇄ /> Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think the offer is not acceptableI purchased the mattress a year ago and the defect has been happening gradually since it was bought, I am guessingThis has nothing to do with comfort or body depressions as I was told by some customer service person, they are not in the business of comfortI found that ironic because that is what they are selling ultimately when they are trying to sell it to youBut then claim they aren't in the business of doing thatI paid almost $to this Ashley store for a mattress that they sold to meThey need to stand behind the products they are sellingI could go in now and look for a mattress as a customer and bargain them down $so what are you really offering? I want a new person to come out and look at this mattressThis man that was sent to our home seemed very put out and unprofessionalHe had attitude and comments from the beginningI guarantee another person would have a difference of opinionAlso, I want to clarify something in regards to this mattressThere are air pockets in the mattress, is it possible that is somehow it is deflated or those are defective and that is why it sinks in? A mattress that is a year old, costs $should not be having these issuesThe mattress is completely comfortable on the side that is not defectiveIt has nothing to do with comfortI understand if this mattress was 5-years old and I was a larger person that there would be a body depression, but it's not and I am not a large personI really believe it has something to do with the inner workings of the mattressIt has that memory foam on top which expands back to its space, but its like there is nothing below that memoryI feel like the air pockets deflate or somethingPlease send someone outI love Ashley furniture but had never bought a mattress from thereWe are going to be building a new house in the next year and I know I would love to find furnishingsI cannot ever step foot into any Ashley store again based off the customer service that has been presented so farIt has been disappointingThis has nothing to do with Simmons at this point...it's about *** furniture doing the right thing and not ignoring a customerI want a different person and I want those air pockets looked at insideYou cannot pull a string across, the memory foam is probably fine so it will measure correctlyIt's inside the mattress
Final Business Response /* (4000, 9, 2015/10/08) */
When inspecting a mattress, we follow the guidelines given by Simmons for determining defectsWhile we want our Guest to be happy with their purchase, we are unable to replace a mattress that is not deemed defectiveWe do understand the Guest purchased from Ashley but like an appliance you purchase, the warranty is upheld by the original manufacturer, not AshleyWe would be happy to send another inspector to visit our Guest but he will follow the same guidelines when measuring the mattress as the original craftsmanIf he does not find depressions over 1/2", the mattress will not be deemed defective

Ms *** did speak to our Guest Services Department on June 27th after refusing delivery of her repaired sofa At the time we spoke, we offered to refund the sofa which is the only piece she has reported issues with or replace the sofa She agreed to a replacement and we have ordered
the new sofa Our desire is to deliver a new sofa to her as agreed upon yesterday

Initial Business Response /* (1000, 5, 2015/07/14) */
Once furniture is signed for and kept in the home by our Guest, we do send a craftsman out to address any issuesIn Ms***'s case, we did send our craftsman who reported to us that Ms*** refused service on the cocktail tableIn
order to maintain good Customer relations with Ms***, we will exchange the cocktail table
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pleased that Ashley Furniture has taken steps to resolve the situation and has promptly ordered us a new cocktail tableI will close the complaint when the new table is received
I would, however, like to point out that I was misled on two separate occasions by representatives of Ashley Furniture in my home
1) When the initial delivery drivers delivered the damaged table, they assured me that it would be replaced whether they put it back on the truck that day or if I kept it in my home until the replacement arrived
2) I am surprised that the craftsman reported that I refused service on the table, as I was not given an opportunity to accept or refuse service at that timeInstead I was informed that the damage was too time consuming to fix and would never look like the new table I had ordered and a replacement would be betterThe craftsman asked me to sign a statement indicating that he had visited my home, but said nothing about refusing or accepting service
There is inconsistency with the official policies of Ashley Furniture and what is verbally communicated to customers by Ashley representatives, which is ultimately the root of my frustration with the serviceA better customer experience would result if everyone representing Ashley was aware of company policies and could accurately communicate them to customers to avoid future confusion
That being said, I appreciate that the Champaign store promptly called me and offered a replacement table and will close this complaint as soon as the new table is in my home
Final Consumer Response /* (2000, 8, 2015/07/15) */

I apologize that our third party warranty company was not as courteous as we expect them to be during Ms***'s experience. We do have claim number *** from the warranty company and are sending Ms***'s information to our service company. They in turn will reach out and
schedule a date to address the issue with the seat decking and seams on the recliner. Ms*** will work directly with us moving forward unless the craftsman is unable to repair the issues. We will follow her claim through to completion. I have correct Ms***'s information in our system to reflect the correct address and phone number

I am rejecting this response because: the issue is not resolved at allAshley Furniture has ads online posting the same sectional for half of what we paidMissed work time should not be compensated with gift cards from one's store when the customer has zero interest in returning to purchase more product for the same terrible service

Initial Business Response /* (1000, 5, 2015/11/03) */
I spoke with Ms*** on Monday, November 2, Ms*** is correct, we made a mistake on her orderFor that reason, I have offered to deliver all furniture that is in on Saturday, November 7th and Ms*** did accept that dateWhen Ms
*** completes the transaction for the dining chairs, we will set up a separate delivery date on those items
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not know who responded from Ashley but the manager of the store in Peoria is who I spoke with originally and informed me that they had cancelled my delivery for the furniture that was paid in full and was scheduled for delivery on Nov 7th and then she told me if I wanted her to still get it delivered on the 7th that I would have to pay a second delivery charge to get the chairs they forgot to order delivered when they came inI spoke to a representative from the corporate office on Monday the 2nd of November and she resolved getting my furniture that had been cancelled back on schedule for delivery but the second part of this complaint was not addressed in their response - No mention of a second delivery charge for the chairs when they come in so I would like to leave this complaint open until I have everything in my home with only one delivery chargeI will need to go into the store to pay for the chairs they did not order and will do so on Friday Nov 6th
Final Business Response /* (4000, 9, 2015/11/09) */
Ms*** will not incur a second delivery charge for the chairs she orderedWe are happy to deliver those under the original delivery charge
Final Consumer Response /* (2000, 11, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are aware of the issues Ms*** has had at delivery and regret that it occurred Our drivers did hit a low hanging cable on her original delivery Our delivery contractor was made aware and contacted *** to have the cable restored Our drivers were careless in delivery
and damaged the boxspring We were unaware they had created other damages with her belongings but are happy to address this issue through our delivery department. We did have Ms*** scheduled for redelivery of her boxspring on 4/12/ This is a new boxspring and has not been in another Customer's home Ms*** having lost faith in us asked us to cancel this delivery We have cancelled the delivery. In no way have we intended to be rude to Ms*** We did offer a gift card for the inconveniences we have caused but do have limitations on the amount we are able to offer Our owner, Mike Bruegge will be reaching out to Ms*** later today to discuss her issues and we will work toward resolution for her

Initial Business Response /* (1000, 5, 2015/12/10) */
*** Delivery is a third party delivery company and is liable for any damages they causeThey do have a claim open and are working directly with Mr*** and the apartment complex to settle this claimWe will certainly encourage them
to reach out to the property management who suffered the loss
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not disagree with the fact that *** Delivery is a third party, nor the fact that *** Delivery is clearly liable for the damage caused by their driversHowever, neither of these facts releases Ashley Furniture from, at a minimum, an obligation to assist the customer in resolving this issuePlease remember that I did not contract Speedy Delivery to delivery my furniture, instead, I contracted Ashley FurnitureAshley Furniture chose to subcontract that work out to a third party without informing me that this was the caseAs a result, the delivery drivers of Speedy Delivery were acting as agents of Ashley Furniture from my perspectiveHence, Ashley Furniture retains vicarious liability for their actions and without question a responsibility to the customer to assist in resolving any issues that accompanied the completion of this transaction
My issue has not been resolvedI am not a satisfied customer and respectfully request that Ashley Furniture works to assist me to reach such a point in timeIn my opinion, their response did nothing but show that Ashley Furniture is not treating this issue seriously
Final Business Response /* (4000, 9, 2015/12/16) */
We have contacted Speedy delivery on behalf of Mr***Because Speedy delivery has reported the claim to their insurance company, we can not commit to a settlement on their behalf but will be happy to act as a liason with Speedy Delivery and the Brickyard Apt complex to include Mr***

Initial Business Response /* (1000, 5, 2015/12/08) */
We are sorry Ms*** experienced difficulty using her gift card at our storeWe will be happy to honor the 25% off with the use of the gift card
Initial Consumer Rebuttal /* (2000, 7, 2015/12/09) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
They will resolve the complaint as I requested

We did follow our protocol of sending a craftsman to address Mr*** issues. After deeming on dresser defective, we have replaced it. We contact our Guest when the product is scheduled to arrive to us however Mr*** contacted us prior to that happeneing and has scheduled
delivery

Initial Business Response /* (1000, 5, 2015/12/16) */
We did pick up Ms***'s product on November 21, Once we receive the product into our warehouse and verify it is in good condtion, we issue a request for a refundMs***'s refund request was approved on 12/15/by our owners and her
check will be mailed this week
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first return was on November 7th, while the men were delivering the furniture and I realized the dining room server that cost over $was not going to fit in the kitchenThis piece of furniture was never brought into my home, I requested that they return it back to the store because it would not fitAlso, I had purchased a painting that was hanging in the store and I never went back to pick it up then called them mid-November to tell them I didn't want it any longer because of the other problems I was having with them, the cost of that painting was over $Then after not getting satisfaction with the damaged dining room table I requested that they come and get the table and that was November 21st it was picked up and that is the date they are stating that the all the returns took place and that is a lieThe painting never left their store and I still have no refund from that and that was over a month ago and I still have no refund from that, it never left their store so why would it need to be inspected? The first return was on November 7th, weeks ago and that never left the delivery truck so why would that need to be inspected? And lastly the dining room table was picked up on the 21st of Nov and today's date is Dec 17th, weeks later and still no refund on it either
I spoke with a girl from the store that went over the refund with me piece by piece on Dec 2nd and she said they put all the refunds on one check and was waiting for the store owner to sight the check and that was going to happen on Monday the 7th of DecemberAfter waiting a week past the 7th I call the store back and was told all the managers were in a meeting and couldn't speak to meThis happened several times over the next two days
Final Business Response /* (4000, 15, 2015/12/28) */
I contacted our Accounts payable group and Ms***'s check for a refund will be mailed from our Champaign office on Thurday, December 31stI apologize for the delay in her receiving her refund in a timely manner
Final Consumer Response /* (4200, 17, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told on December 4th the check was ready to be mailed but the owner needed to sigh it on the following Monday the 7th of Dec and it would be mailed out that day and never came then when the Revdex.com contacted them for this complaint mid Dec they told the Revdex.com it was getting mailed out that week and now it coming from Chicago and it's not being mailed until the 31st of DecI would like this case to remain open until I receive my moneyAs of Dec 31st it will be weeks since my first return and the furniture was not even taken off of the delivery truckThis company has no right to keep a customer's money for weeks or longer and this isn't a small amount of money