Ashley Furniture Homestores

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address her concerns. Pleased be advised the...

consumer has been offered a refund in full of the sectional referred to in her complaint. The customer was scheduled for pick up of the merchandise on July 9th, 2016 and pick up of the items have been confirmed. We are currently proceeding with a refund to the consumer at this time. All concerns have been considered as resolved in full and to the consumers satisfaction. Please advise if I may be of any additional assistance in regards addressing the consumers concerns. 
Sincerely,
Deannie F[redacted]

To Whom It May Concern:Each Ashley Furniture HomeStore is independently owned and operated.  The terms and conditions of your sale are present at the time of sale.  The information that you have presented related to online purchases is not accurate nor the same in a retail environment.  Please accept our offer as a gesture of good will. Have a nice weekend, Melanie

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any misunderstandings in regards to the consumers most recent purchase. Upon further researching the invoice we did find that...

the bench was not inclusive in the original order as the bench was not inclusive of the set purchased. We do however, always want to ensure are consumers are fully satisfied with their purchase as it is our mission to provide legendary service. The General Sales Manager has reached out to the consumer to further discuss their concerns and to provide additional options. At this time we are pending a response to the voicemail left by the consumer so that we may move forward with resolution. At this time we are offering to exchange the chair for the bench requested to complete the order. Please advise the consumer upon contacting the General Sales Manager we would be pleased to provide further details in regards to the exchange and expedite resolution to her concerns.Best Regards,
[redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further review, we will be refunding the customer the purchase of the extended warranty. Please accept my apologies on behalf of Ashley Furniture for any...

inconveniences the customer may have experienced with their most recent purchase. Please let me know if I can be of any further assistance in further assisting the consumer. Best Regards,Deannie F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] I missed call from Sharon H[redacted].  I sent an email to her.  I am awaiting a response.

To whom it may concern, After careful review of your account, we have made a determination regarding your complaint. It was determined that you were in our Paramus Showroom on 1/1/2014 at which time the purchase in question was made for 2 different bedroom sets. At the time of purchase, you are...

provided with a copy of the sale receipt which has the Terms and Conditions attached on the back (please see attached Terms and Conditions). Among these Terms and Conditions, we state that the acceptance of delivery by the purchaser or an authorized party formally binds all Terms and Conditions. We also include our Warranty Information, which states that we provide a 1-year limited manufacturer warranty beginning at the original delivery date which allows us to service manufacturing defects only and is applicable towards the original purchaser at the original delivery address. It also provides a brief explanation of the Protection Plan of which you speak, which is as follows: We offer a 5-year comprehensive Platinum Protection Plan that covers accidental/incidental occurrences including rips, tears, stains, punctures, scratches, burns, dents, chips, electrical components, breakage of mechanisms and more. (Plan does not cover normal wear and tear or substitute as a cleaning service.) Please refer to service agreement for coverage details. On 1/18/2014, we were at your home at which time you accepted all merchandise in good condition (formally binding all Terms and Conditions). In accordance with the accepted and binded Terms and Conditions, your manufacturer’s warranty expired as of 1/19/2015. At this time, you are not covered by the manufacturer’s warranty, and therefore are not entitled to any service from Ashley Furniture Homestore. The company that provides the Protection Plan you purchased is Platinum. They are a separate entity which does not operate within our Terms and Conditions, and have their own policies of which we have no control over. At this time, we advise you contact Platinum at ###-###-#### if you wish to seek further assistance. Thank you for your time, and have a wonderful day!

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any inconveniences the consumer may have experienced while awaiting the arrival of the remainder of their order. I am pleased to confirm...

all items pending delivery were delivered in full on 10/23/15. At this time the consumers order has been fulfilled and all concerns have been resolved in full. Please advise if I can be of any further assistance in addressing this consumers concerns.Best Regards,[redacted]

Review: After calling Ashley Delivery for first delivery appt, Ashley rescheduled 2 delivery appointments because internal redistribution point failed to pick up purchased component from the store for delivery. When finally delivered and installed the Queen sized [redacted] Adjustable Foundation broke the same night it was installed less than 8 hours after installation. After calling Ashley Customer Service the next day to identify the defect, they set up an appointment a week out for a technician to come out and determine whether a repair or replacement was in order. The day of the appointment (1 Sep 2016) a technician failed to appear by noon. When calling to determine when technician would arrive, Ashley Service rep (Michelle) stated that there was no record of the appointment and scheduled an appointment for 8 Sep 2016. After not recieving a call on 7 Sep 2016 to set time up an appointment time for 8 Sep 2016, we called Service Dept to inquire when to expect the technician. Stephanie said they were a technician short and then stated that we were in the system, but technicians wouldn't know what to do and that we would need to call the manufacturer.Desired Settlement: Need Ashley to pick up mattress and foundation and refund monies for the purchase and provide repairs to platform bed broken by the defective bed foundation.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize, however, the consumer has been advised that [redacted] does require any mattress/base concerns solely be addressed with a factory trained [redacted] technician. The consumer has advised our customer care department they have since been in contact with [redacted] as of 9/21/16 and they are requesting additional pictures of the consumers concerns at this time. Per the manufactures procedures and protocol set forth to Ashley as a distributor, the consumer would need to continue working directly with the manufacture to address their concerns.Please feel free to contact me if you have any additional questions or concerns regarding the information provided. Sincerely,Deannie F[redacted]

Review: We purchased a living room set on January 31, 2016 and it was delivered in March of 2016. By the middle of May the frame on the sofa broke in two different spots and the one cushion over the break was getting worn unevenly. The fabric on the ottoman we ordered stretched and is now uneven and the cushion shifted and hangs over one side further then the other. The cushions on the sofa and chair were also wearing awkwardly with normal use. We sent the sofa out for repair of the frame and did not have a sofa in my living room for a week and a half. The first time they brought it back the stapling on the bottom was done incorrectly and the front fabric was puckered so I refused delivery. The second time they went to deliver it, the delivery men left it upside down in the middle of my living room after damaging my walls. Once I got the legs on the sofa and managed to flip it over by myself, the center leg is higher then the end two legs so the sofa sits unevenly and will bounce if someone sits on one end of the sofa. Also, once I was able to flip over the sofa there are foot prints on the fabric under the cushions. The warehouse offered to order me a new chair, sofa and ottoman, but I do not want another one due to the poor manufacturing of the first one and the poor customer service/repairs.Desired Settlement: I want a full refund of my money. I do not want a new sofa due to the poor manufacturing of the first sofa. The chances of the "new" sofa breaking again is pretty high considering the first one 's frame broke in two different spots under normal use. Their customer service is poor, the product is poor and their delivery men are rude and I do not want them back in my house unless they are picking the furniture up and refunding my money. No one wants to resolve any of our complaints and every time I attempt to call customer service, I conveniently get voicemail and can never speak to a live person due them returning my phone calls during the day while I am working.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address her concerns. Pleased be advised the consumer has been offered a refund in full of the sectional referred to in her complaint. The customer was scheduled for pick up of the merchandise on July 9th, 2016 and pick up of the items have been confirmed. We are currently proceeding with a refund to the consumer at this time. All concerns have been considered as resolved in full and to the consumers satisfaction. Please advise if I may be of any additional assistance in regards addressing the consumers concerns. Sincerely,Deannie F[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On May 24,2016. I paid in full for a bunk bed and 2 mattress sets. My expected pick up date from distribution was 06/02/16. Beginning June 8th I called every week asking when my furniture would be available. Each time I was told"tomorrow." On June 22nd I called the warehouse and was told they were waiting on bed slats and they would not be in until July 3rd. On June 22, I called the stores and complained and someone I believe his name was Ed, called me back. He apologized for delay in getting my furniture and said if I paid an $80 delivery fee I would have my furniture delivered to me on June 28. On June 28th only 2 mattress sets were delivered. No Bunk bed. I called the Store and spoke with "Jim". He apologized for mishap and stated he did not know why it wasn't delivered because he called the warehouse and my furniture was sitting there tagged with my name,and said it would be delivered June 30. I also spoke with Joe Jackson and Mariah at distribution center. I'm not sure which one but one of them stated they told the manager on the 28th that bunk bed set was not in. Today is June 30. The delivery truck came and the bunk bed set was missing the top headboard and foot board. They could not put it together so they had to take everything back. I have called they store and spoke with Kaitlyn and was told that someone would call me back and they haven't. I called the distribution center and spoke to someone there and they said the store ordered the wrong part. I have called corporate office, consumer affair, and supposed district manager at [redacted] only to be told that I would be called back. It has been over 3 hours and no one has called me.Desired Settlement: At this point I would like to have my furniture delivered in full and within 72 hours AND a refund of the additional $80 that I paid on 06//22/16 for delivery promised on the 28th OR come and pick up these 2 mattress sets and refund the $80 plus the $858.15 that I paid on 05/24/16 I would like the refund in 72 hours.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. All concerns for this consumer have been considered to be resolved in full as a refund was extended on July 5th, 2016 for all undelivered merchandise. Please advise if we may be of any additional assistance regarding the consumers most recent purchase. Sincerely,Deannie F[redacted]

Review: On March 30, 2016, I purchased a sofa sleeper from Ashley Furniture Store. The couch was delivered on April 20,, 2016, and as soon as it was sat on, the foot of the sofa broke off, rendering it unsafe. I have two disabled grandsons and care givers that need to use this piece of furniture, and I have not been able to do so, which is affecting my ability to work. I called the store the day it was delivered and informed them of what happened. I asked for a replacement sofa because I felt that the one that was delivered was defective and could cause harm. They have refused to replace the furniture; therefore, I am requesting a full refund.Desired Settlement: To have money refunded so that I can purchase furniture that is not a safety issue to children and caregiver.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for brining this consumers concerns to our attention. We are pleased to assist the consumer with any merchandise concerns they may be experiencing as it is our mission to ensure our guest not only enjoy their purchase, but, receive quality merchandise each and every time. We have spoken to the consumer on multiple occasions in the efforts to address her concerns, however, any request on our behalf of pictures and/or to send a service technician to the consumers home have been declined by the consumer. The consumer has been advised that in order to address her concerns we do require visual confirmation of the concern so that we may ensure we provide the best possible resolution to address th consumers concerns. We are pleased to work with the consumer to address any merchandise concerns and to ensure quality service, however, we can not exchange or service the item sight unseen with out clear advisement as to the nature of the concern. Upon receipt of either pictures and/or inspection of the merchandise we are pleased to move forward in addressing the consumers concerns in a swift an efficient manner.Please feel free to advise if I can be of any further assistance in the interim. Best Regards,Deannie F[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have sent pictures to the company's owner; and I am requesting a refund. I paid for the furniture with cash that was not defective, and I expected the same consideration and quality. I was told by Ms. F[redacted] that the case would be "closed," so I am very surprised that that the company stated they wanted to resolve the issue. The only resolution I would like to consider at this time is a full refund.Regards,

Review: I purchased two couches for $1,077.14 from Ashley Furniture on 6-22-2016. The order was paid for in full at the time of purchase. At that time I was told that the furniture would be delivered to the by 7-20-2016 to a warehouse. I have tried contacting Ashley by phone and email, but to no avail. It's now 8-10-2016 and I have not have the items ive paid for.Desired Settlement: If the items I have paid $1,077.14 for in a timely manner I would like full refund,

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise all items are ready and available for delivery at the consumers earliest convenience. I have spoken to the consumer and he has advised he will contact us later today to choose a delivery date that will work best for him. Please advise if I may be of any additional assistance to the consumer in regards to the delivery of his recent purchase. Sincerely,Deannie F[redacted]

Review: I have been calling Ashley Furniture store in Woodbridge, VA for the past couple of days concerning my post delivery of furniture as I am having some issues with my dinning room set. I have left several messages on various voicemail boxes. Most recently I was able to get a hold of an individual who gave me the phone number to another company. I contacted that phone number and they pushed me off to another company called Trivetts. I have left various messages but have yet to receive a response.

The issue I am having problems with, is when I open the table to expand and insert the extra leaf. When I pull the table apart the track and gears gets stuck and do not move to expand the table.Desired Settlement: I am looking to have my dinning room table repaired. The issue I am having problems with, is when I open the table to expand and insert the extra leaf. When I pull the table apart the track and gears gets stuck and do not move to expand the table.. I purchased this dinning set as the show model and salesperson, demonstrated how easy it was to open the table with one person and insert the extra table leaf.

Business

Response:

Good Afternoon, We here at Ashely Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. At this time our customer care department is diligently working with the consumer to address their merchandise concerns. The consumer is currently on schedule for a service technician on 6/24/16 to address the consumers concerns in home. We are pleased to provide an additional update in regards to the resolution provided upon completion of the upcoming service appointment. Please feel free to contact me should you have any additional questions or concerns in the interim. Sincerely,Deannie F[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This response from Ashley Furniture is an outright lie! They have not contacted me about a delivery or a service technician for repairs, since my initial complaint via the Revdex.com on June 14, 2016. Furthermore, I would not have scheduled a technician to come to my home on June 24, 2016 as indicated in Ashley Furniture's response as I am currently on vacation, which has been scheduled for the past several months. I look forward to a prompt resolution regarding this matter.

Regards,

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address their concerns with the table leaf recently delivered to their home. I am pleased to advise service was received and reported to be completed in full on July 12th, 2015. All concerns for this consumer have been considered to be resolved in full. Please advise if I can may be of any additional assistance to the consumer in regards to their most recent purchase with Ashley Furniture. Sincerely,Deannie F[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer has reached out to Revdex.com and stated several appointments have not been kept by the business and this matter has yet to be resolved. They should have been out on Friday of last week but said they were given the wrong address however they have been to the customer's home before this missed appointment.

Business

Response:

The business has reached out to Revdex.com and advised that per our records all has been completed for this customer, however, he remains dissatisfied. The business has been unable to receive a status update as to why the customer is not satisfied or what additional information he is now requesting.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Anthony Franco

The customer contacted Revdex.com and said that while this has since been taken care of by the business he did not agree with the method used or the length of time this took to handle.

Review: I purchased almost $6000.00 worth of furniture on August 3, 2016 with a guaranteed delivery date for the following week. I spoke with a representative that stated the furniture would be delivered that following Friday, but no one showed up nor called. After making multiple phone calls without a call back for 3 work days, someone finally called to tell me the furniture would be delivered the following week, but could not confirm. My wife spoke with the general manager and the GM stated she would take care of it and call back. She never called back. I spoke with multiple people from Ashley's store in Richmond and the Distribution center and no one knew where the furniture was or what I was talking about. Each individual I spoke with stated they would call back, but no one called back. I have been constantly calling, leaving voicemails with no call back. I have been hung up on, been placed on hold for over 30 minutes and passed on from person to person without resolution. I finally received some furniture, but according to the delivery man, "the rest is missing", but according to the distribution center, the furniture was supposed to be in the truck. Currently, no one has called us, nor returned my calls, there is absolutely no answers and I still do not have all the furniture that I purchased. I just want some answers and I want my furniture delivered as promised by Ashleys.Desired Settlement: I would like to be contacted by the store with an explanation and receive my furniture as soon as possible. This company is a disgrace.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I can confirm the consumer did receive a partial delivery on 8/25/16 of all available items. The consumer has since been contacted in regards to the remaining items to be delivered and is currently on schedule for delivery on 8/31 to receive delivery of all undelivered items to complete the order. We are confident all concerns will be resolved in full at that time. Please feel free to advise if I may be of any additional assistance to the consumer. Sincerely,Deannie F[redacted]

Review: I noticed the fabric on the sofa set I purchased started to look like a dog shed in spots so I called to start a claim on 7/15. A rep from the company came out to inspect on the 27th of July. When the rep inspected the set he had said in his report the fabric did indeed need to be replaced. Fabric was ordered for all three pieces and it should take 5-7 days to ship and I was assured the replacement of fabric would be complete before 8/22, our military move date. After several times calling and leaving messages I got a call telling me the fabric was ordered however some pieces were on backorder until 8/29 and the other two orders would be shipped on two different dates. This would be 3 different dye runs therefore 3 different shades of fabric. At this time I asked for a replacement of the furniture. I should have received a call back and when I didn't I called and left messages on 8/12, 13 and the 15th. On 8/16 I spoke to a different rep who said she spoke to her supervisor and they would replace the furniture set then she put me on hold for a moment. When the rep came back on the line she said no they would not replace it. On 8/17 I spoke to a supervisor who said the fabric was like a sweater and I had to shave it. If I shave it then it would look like a shaved head...no texture compared the rest of the fabric. I was told the supervisor another would call me. Again after no call I called on 8/19 I was told that supervisor was out and was I transferred to another one. That supervisor stated they should not have even ordered the fabric because this is the normal wear for this fabric. I asked if he could show me where that is stated,he said he could not send me anything and still insisted it is normal for the fabric. I called Ashley company and they said no one can predict what will happen to the fabric. After the amount of phone calls I have made, leaving messages and being transferred so many times I feel they were waiting until I moved out of the area and the warranty was expired.Desired Settlement: I would like either all new fabric from the same run and Ashley to pay for it to be replaced, a new set or a refund.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Please allow for me to provide additional details in regards to the consumers concerns. The consumer was brought to attention to myself during her interactions with our customer care center. The consumer was requesting as advised in the letter to Revdex.com for an exchange of all items due to her relocating on the 29th. The consumers work order and pictures of all merchandise were further reviewed upon receiving our request. Ultimately, after continuation of review of her concerns it was brought to light what the consumer was experiencing was pilling and not a manufacture defect. The consumer was advised that it was our findings that the sectional was within manufacture specifications and pilling is a natural occurrence of many fabrics. The consumer remained unpleased and after further communicating with her it was agreed upon that we would install all previously ordered parts for the sofa, chaise and sectional. The consumer agreed to as an amicable resolution for both parties. The consumer also made mention prior to installation that the parts ordered were not a perfect color match. The consumer was advised that the manufacture would be unable to guarantee die lot, the consumer agreed to continue with installation of parts ordered. All service discussed and agreed upon with the consumer was completed on 8/25/16. The consumer has since advised they remained unpleased due to the color variation. In which at that time I did speak to the consumer to reconfirm our discussion prior to installation of parts. We do apologize the consumer remains unpleased, however, the consumer was advised prior to as well as upon completion of service the installation of parts ordered was out of courtesy to the consumer to ensure a high level of customer service and that we remained firm that we found no manufacture defects with the units. We sincerely apologize the consumer remains unpleased, however, we truly feel that we have done all with in our power to resolve her concerns at this time. Sincerely,Deannie F[redacted]

Review: On May 15. 2016 I went to the Colonial Heights location and purchased a couch, 2 pillows, chair, 3 piece table set, and rug with a delivery date estimated to be on 06/11. June 11th past and I did not receive my items so I went to the location and decided to exchange the rug for a sofa table and the change the color of the chair. They told me the estimated time to receive all of items were 06/24. When 06/24 passed I called the location and they said because they are waiting on the pillows and wanted to deliver my items all together I would not receive till 07/12. July 12th came and went I called and they said the eta time will now be 07/19 because they were now waiting for the chair. Long story short I did not receive my items till 07/27 and it was not my ENTIRE order. I received the pillows, couch, chair, and sofa table, but I did not receive the 3-piece table set which I never changed from the original order. I called numerous times and left messages I could never reach a manager or get a call back from one. It is now 09/10 I have made payments on an Ashley Credit Card to items that are not in my possession. It is unfair and I believe a breach of contract especially since it is an item which I was supposed to receive on 06/11. I refused to keep calling and emailing and getting myself upset over this situation I just want it resolved.Desired Settlement: I no longer want the 3-piece table set and I want a full refund back on the credit card.

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, per our records the consumer received delivery of the 3 table set on 8/2/16 and all purchased merchandise has been delivered in full. Please advise if the consumer has additional information that has not been brought to our attention at this time and/or if all concerns truly have been resolved in full and require no additional assistance.Thank you for your time and attention to this matter. Best Regards,Deannie F[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted]---I did not receive the three piece table set, that is untrue!

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank the consumer for the additional update in regards to their undelivered merchandise. We sincerely apologize that the consumers concerns went unresolved. While our records do show the item to have been received, we do understand the consumers position in stating otherwise. In the efforts to ensure our consumers concerns are resolved to their upmost satisfaction, a refund has been approved in regards to the [redacted] We are pleased to complete a full refund, no fees incurred and render funds back to the original method of payment. I have reached out to the consumer to further advise and left my personal contact information to further advise her on the resolution we wish to provide to her at this time. Please feel free to advise should the consumer require any additional assistance in this matter as I am pleased to further assist in any way necessary to address her concerns. Sincerely,Deannie F[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me even thought the comment of me stating that their records showing I received my item is fault and contacted the store where I purchased and said there isn't a record of me receiving it. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

My girlfriend and I purchased a sofa and a bed totaling over $2k. After waiting the two weeks for delivery, we excitedly set everything up in our bedroom. On the SECOND night on our the new, very expensive bed, the slats broke. On inspection they had broken before and had clearly been wood glued back together.
My girlfriend tried to call the store repeatedly to no avail. We then drove across town to the store to be told we'd have to wait an hour for the manager to arrive. We waited and the manager pleasantly gave us the numbers to non-functioning voicemail boxes at the distribution center and NO other help.
I finally got someone on the phone who told me it'd be 2-4 WEEKS before they could send replacement slats. (God knows what those will look like) I could attempt to schedule a time for a "technician" to come and repair the bed. The "technician" who had delivered the bed originally drove, almost to a fault, every screw crooked.
Before you buy from this den of horrors, remember that "ALL SALES ARE FINAL". They use easy financing to lure you into buying crap furniture and leave you out to in the cold once the ink is dry. They'll up-sell you into "protection plans" that mean that someone MIGHT talk to you as opposed to giving you a non-working number in Tora Bora.
Sure, I'm pissed off about the bed. But if somebody would actually respond instead of running me through a maze of platitudinous bollocks and incompetent, apathetic drones, I wouldn't be half as angry as I am. If you love yourself and your family, for the love of all that is holy go somewhere else, before it's too late.

Review: I purchased a sofa and love seat from Ashley furniture on 3/26/16 and was told it would be received in 2-3 weeks estimated. I received a call that the furniture will be delivered the week of May 6th. I called twice the first time CSR was apologetic and that I will receive the furniture the week of April 18th. I received a call last week that it would be received the first week of May. I called back and talked to Jim L[redacted] who in turn said, "There is nothing I can do about your delivery". He is the manager and could not do anything about the delivery. He is the manager, who is not trying to make the customer happy. He is the manager that gave the customer his butt to kiss by not being able to do anything. He is the manager that said to the customer, it's an estimate. I'm okay with an estimate of 2-3 weeks but not with 4-6 weeks if it is not disclosed at the time of purchase. The delivery charges should be removed and if anything else Ashley Furniture should be saying "What can I do for you to make your experience better". I would think Ashley would want referrals to their store.Desired Settlement: Billing Adjustment

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture I apologize for any delays the consumer may have experienced in the delivery of their most recent purchase. I am pleased to update you that the consumer received delivery of all merchandise in full on 5/14/2016. All items were reported to be in good condition and services have been rendered in full. Please feel free to advise if I may be of any further assistance to the consumer. Best Regards,Deannie Ferrell

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Each time I called Ashley Furniture a manager was not available to discuss the issue.1. The delivery charges should have been waived due to the delay.2. No apology was given when I called. What I was told was, "no refund" even though they held up my delivery.3. Manager stated when I called: we gave an estimate of 2-3 weeks but it can take longer. Why not be honest with the consumer and "just say it will be 4-6 weeks or 6-8 weeks"? I'll say it again the manager could care less about my merchandise and stated "there is nothing we can do".4. Why tell the consumer the products are in but in reality they are not?I don't appreciate being lied to or given the runaround because the manager doesn't want to deal with an issue. Very disappointed in Ashley Furniture and maybe I went to the wrong location. Going forward, I have to tell others not to go to Ashley Furniture. If you want good furniture go to [redacted] or [redacted]'s never change up a good thing. A mistake I have learned.

Regards,

Review: I have a love seat purchased in April 2015, that I have been trying to get repaired from Ashley for several months. We have come into the store and spoke with managers, we have called and left several messages on several different phone numbers. Everyone says someone will get back with you and we have not received any contact from anyone.

The issue is we have a one year warranty which is expiring this month and it is my belief they are stalling to push us past this warranty date.Desired Settlement: I would like to have my sofa repaired since it's a issue with the product.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has diligently been working with the consumer to address her merchandise concerns. A service technician was sent to the consumers home on 4/14/16 to inspect the merchandise in home and make advisements as to how to address the consumers concerns in the most efficient fashion. Per the technicians findings and advisement new merchandise was placed on order in preparation to exchange the product in home. The merchandise has arrived to our distribution center and is currently available for delivery at the consumers earliest convenience. Our customer care department has left messages with the consumer on 4/29/16 & 4/30/16 to advise and schedule the upcoming delivery. Please advise if I can be of any additional assistance to the consumer in addressing her concerns. Best Regards,Deannie F[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: purchased a bed room suit on 6-1-2016 as of today 7-5-2016 no bedroom suit has been delivered. delivery date was suppose to have been on 6-10-2016. called store was told it would be another week,said ok,waited another week still no delivery. called again and asked when delivery would be and was put on hold in the back ground I heard negative statements that I could just wait and until they got a date, already waited three weeks so far. when the person returned to the phone I told her to cancel the order and I would be in for refund, she said that's find, when I came to collect refund they tell me all sales are final, this I wasn't told. then they said they would have to check with the head office and call back. upon calling back I was to wait and call back in two days,have had enough of being put off. it is now over a month and still no refund.Desired Settlement: would like full refund

Business

Response:

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attention. Upon further review of the consumers request, the order was cancelled and the consumer was refunded in full on 7/13/2016. All concerns for this consumer have been considered to have been resolved in full and to the consumers satisfaction.Please advise if we may be of any additional assistance to the consumer. Sincerely, Deannie F[redacted]