Ashley Furniture Homestores

I recently purchased a Chamberly - Alloy RAF Loveseat by Signature Design as part of a the complete sectional. In my original sales consultation I wanted to purchase Chamberly - Alloy Armless Chair by Signature Design but was convinced by the salesperson the loveseat would be better. After delivery I realized the loveseat was too large and I would need the Armless Chair as I originally planned. I went to the retailer and was told I could not exchange one for the other because it was already in my home ( it was there for less than 24 hours and not been used - and still has not been used) I also purchased some great bedroom furniture and I am pleased with that. Total of my purchase was approx. $3400. Please know, I have two more bedrooms, a dining room, eat in kitchen and also need other miscellaneous pieces of furniture to fill my new home. I planned on spending another $5000 - $10000 at Ashley in the next few months. However after this type of customer service, and a manager concerned more about a possible $100 - $200 difference/loss on a sale as opposed the promise of future sales of multiple times that much - I will NEVER shop at another Ashley store again. This has been the worst furniture purchasing experience of my life as now I am stuck with a sofa that is too large for the room and will never be able to fully experience the comfort one would expect in their own home. Midlothian VA

We just moved to the area from Florida, where over the years we had purchased every piece of furniture in our home from the Ashley Furniture stores in Jacksonville, FL. When we got here, we purchased a dining room table from the Ashley in Manassas, VA. Needless to say after that 3 month long journey and a table that isn't put together all the way, I will never purchase a single thing from Ashley furniture again. They have nothing but negative reviews and ratings everywhere so it was not an isolated incident. Furthermore, their employees do not know what they are doing and you can only get somewhat correct information from calling the corporate office.

Review: I have been dealing since September 2nd, with a claim that was filed through the warranty company that Ashley Furniture uses (MFS). I have had to take off from work on 4 seperate occassions only to be told that the repair is still not complete. I have contacted Ashley Furniture on 5 different occassions to try and resolve. I have contacted the local store twice (Colonial Heights, VA), to finally get the name Deena F[redacted], that she would be the customer liason to help me get this resolved. I spoke to Stephanie in the Fredericksburg,Va store in length about this and she confirmed it would havbe to go through Deena. I called Deena on two seperate occassions and left detailed voicemails only to have the phone calls go unreturned.My father in law-who is disabled and lives with me, [redacted], have purchased two bedroom suites, 3 living room sets from Ashley Furniture but do not know if we will able to refer them to any future family or friends.I being a business man in the consumer relations field feel that I have exhausted all the time and effort that I need to on this and now will rely on contacting The Revdex.com in Virginia and at the corporate store in Wisconsin to try and get some satisfactory resolution.Desired Settlement: After the amount of time spent dealing with this, the time that I have had to take off from work, the frustration with the countless phone calls and non response, I would like a replacment of my non operating, faulty couch.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize the consumer has experienced concerns with their extended warranty company in regards to the service of their merchandise. While I must advise that the extended warranty is neither owned not operated by Ashley Furniture, we are pleased to offer any assistance we can ensuring their concerns are resolved going forward in a timely manner. We do however, need to request additional information from the consumer so that we may better assist the consumer as we were unable to locate their information with MFS. Perhaps the consumer can verify the claim number or name on the claim so we may ensure we are working with the correct information. Upon verifying the claim we are pleased to assist further.Best Regards,Deannie F[redacted]

Consumer

Response:

I I have not had any response from this company since I originally filed this claim.

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,

Review: I ordered my furniture with the salesman saying (with the delivery people on the line so that I could hear them say this) that the couches and everything would be ready at the very latest, on the 21st of August. I got excited when they delivered my bed as expected and said that the couches would be ready a couple of weeks earlier than thought, but soon found out the next week that it wouldn't be delivered until the 22nd. The following week came around and apparently they weren't in yet and they had no idea when it would be in. After spending several weeks of trying my hardest to talk to the management - who continue to say that they will call back, but NEVER NEVER NEVER call me back - I let a week go by. This is after they said that they were getting the couches from China, then from Indonesia (they kept changing where it was coming in from) and that they were getting it from the docks, which were 2-3 hours away. Supposedly I would be getting my couches THIS Thursday according to the manager, but when I never received a call from the delivery people, I called the store and they don't have any record of me ordering anything from the store, looking me up several different ways (yet I am still paying for the furniture that I don't have). The lady FINALLY found it, BUT she doesn't know where my furniture is and she "promises" that she will call me. I don't believe anyone as they all claim that my furniture is here and there and everywhere except where it should be. The store doesn't care enough about people AFTER they get the money from them and continue to ignore me. I NEED someone who knows what is going on to take care of this. The people at this store are beyond HORRIBLE!!!!Desired Settlement: I want my couches delivered tomorrow (9/2) since the manager said that they were in the warehouse last week. None of this "the delivery people are having issues with their system" and "we can't find records of you buying anything from here" junk. Otherwise, give a similar couch until you can figure out where my couches are and can get those to me.

Business

Response:

Good Afternoon,We here at Ashley Furniture would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize the consumer has experienced any delays in completing the delivery of their most recent purchase. I can confirm that as of 9/5/15, all remaining items have been delivered in full and services have been fully rendered.Best Regards,[redacted]

Review: I purchased a Sofa, a love seat sofa, a dining table and 8 chairs from this place. The 5-yr warranty was what made it such a great deal. Both the brochure about the warranty and what the sales person and managers mentioned suggested that the company would replace the covered items if we were not satisfied with the repair results. They would give us completely new items or give us store credit if the item was no longer available.

After I purchased the items, my wife noticed that what the salesperson stated as being leather was really faux leather. Also, that what they stated as being solid wood was really veneer. This concerned me because if the warranty did not match what they said then buying these items was in vain. I needed the warranty due to my young kids. When I researched the warranty it had so many limitations that some even contradicted the brochure and what the salesperson had stated. I called the company to see if they would cancel the contract. They said all sales where final. I stated to them what I mentioned above. They said they would reimburse the money for the warranty. But that is why I purchased the product in the first place. I told them I would cancel the down payment done via a credit card. I plan to do this once it post. I also plan to cancel the financing. I have to wait until that posts also. I purchased these items on Friday, June 5, 2015. I called the company on Saturday, June 6, 2015. The products have not been processed yet. They said that within 3-weeks we will get a phone call to schedule a delivery date.Desired Settlement: I wish them to cancel the contract since they were misleading and deceptive regarding their warranty coverage and also the material the products were made of.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we are currently working with the consumer towards reaching an amicable resolution to address their concerns. The General sales Manager has contacted the consumer and has scheduled a meeting on 6/28/15 so that they may further discuss effectively resolve this for the consumer to their satisfaction. I will be pleased to provide an additional update upon doing so. Please feel free to reach out to me should you have any further questions in regards to this consumer in the interim.Best Regards,[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 met with Rod, the store manager, on Sunday at 1pm. He made an offer to replace our purchase with any item not on sale by 50% off. He also would include the warranty for free.I then showed step by step why the warranty was bogus. The more I showed him. The more I realized that he did not know anything about the warranty's limitations.He then offered a letter stating that he would back the warranty 100%. To this I stated again that the warranty did not cover anything.He then asked for an example. I stated that if you vomit the warranty is void. He tried to get his manager to state that it covered vomit. But his manager said she did not know. I said here is the warranty. Read it for yourself. He then said I will cancel your contract if that is what you want. I said yes, thank you. He then said, "I need to check with corporate office before I can do that. You will here from me in 48 hours." So by July 1st I should hear back. I am almost sure he will not cancel the contract given his previous reputation.

Regards,

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize the consumer has been displeased with their purchase thus far and for any confusion related to the product and/or warranty of. The General Sales Manager will be contacting the consumer today, July 3rd 2015, to extend the offer to cancel the order in full. Please let me know if I can be of any further assistance to the consumer as we work towards resolving their concerns.Best Regards,[redacted]

Review: I purchased a sofa, loveseat, ottoman, and accent chair from Ashley Furniture last February. Immediately after our furniture was delivered, we noticed that the accent chair had a severe fabric defect and had contacted the customer service department to have the chair exchanged. We spoke with [redacted] and she had me take numerous photos of the chair to make the exchange. Weeks following the exchange, we noticed the "wood" feet on both the sofa and loveseat had chipping paint. The feet cannot be tapped in any way without chipping so we contacted the customer service department yet again. We worked with [redacted] and she sent us new replacement feet for the sofa and the loveseat. Before we had made the purchase, the sales associate specified the feet were indeed solid wood. This was false. Over a six month period our sofa and loveseat have become nearly unusable. The cushions are flat, the wood framework on the front side of the sofa and loveseat are exposing wood between the seams of the fabric, the support boards are felt under our legs while sitting and quite painful to sit, the arm rests contain a hard plastic form which makes a rather loud buckling noise with normal pressure, buttons on the arm rest of the sofa has popped loose from the inner wood frame, the fabric is balling up rather bad with the slightest touch or while sitting, and lastly the internal springs are popping. I had called corporate to complain and spoke with [redacted]. She said to contact the store in which the purchase was made. [redacted] at the main store states without the serial number on the sofa tag and loveseat tag, these items cannot be fixed/replaced. Upon request yet again from [redacted], I had sent several photos of the damage, receipt, and tag which did not contain the appropriate numbers but contained the store name and address as well as other numbers. The warranty information on their website clearly states that these issues are covered. I complained to corporate and the store again, no responseDesired Settlement: I want the defective furniture replaced with reliable pieces, or I want to be credited as [redacted] stated in an email to me she was looking to do (later retracted) . If they do not replace the furniture or credit me, I will take immediate legal action.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. we have submitted a claim to the factory for the consumer to address the concerns with the manufacture, however, the manufacture has requested the consumer provide clarity on the serial numbers on the merchandise. The consumer was advised of such and was asked to provide clear serial numbers so that they may address the concerns accordingly. The manufacture does utilize this to track merchandise lots and further research the particular manufacture date. If the consumer is able to provide clarity on the serial numbers we will be more than happy to continue working with the manufacture on resolution. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer 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.

Ashley Furniture still has not offered a resolution to me. I have forwarded every piece of evidence I have in defense of this case and they still refuse to comply with the warranty and with the original sales receipt which clearly states that the consumer "MUST HAVE ORIGINAL RECEIPT FOR CREDITS OR SERVICES ANY RETURNS WILL BE IN THE FORM OF A STORE CREDIT ONLY". Nowhere on the receipt does it state that the consumer needs serial numbers to return a product or to exchange or receive a credit. I have attached photos of the sales copy. Furthermore, the serial numbers requested are illegible due the the poorly manufactured sofa and loveseat .

Regards,

Review: On 11/28/14, T&T Distribution(the warehouse from which my Ashley Furniture store purchase was supposed to come from)called & left a msg stating that my furniture was ready. 11/29 I called the Ashley store in [redacted] where I made the purchase & was told that I could pick it up myself directly from the warehouse or come in to pay the fee for delivery & they would make the arrangements. I opted to pay the fee & did so in store on 12/5. It wasn't until 12/8, when I called the store back, after not hearing from anyone, that my delivery was scheduled & on 12/12 the dining room set I ordered was delivered w/a missing piece, thereby shorting my seating by 2. The deliverymen stated that the missing piece wasn't on the truck or their paperwork, however, they did see it on their order on the company tablet. They called the warehouse, had a conversation w/someone, then advised me to call the store, which I did, & was told theywould look into the matter & get back to me. 12/16-12/18 I made calls to the store & left msgs; there was very little response/assistance until I emphasized the amt of time that had passed & the 3 important upcoming personal events that this would have affect on, that the store mgr called T&T to arrange expedited/next day delivery. 12/19, T&T called me stating that the piece they had in the warehouse could NOT, in fact, be delivered because it was damaged & someone would contact me to sched delivery when another 1 became avail.12/20-12/24 several calls to the store, followed by calls to T&T, expressing my dissatisfaction & inconvenience, which I thought should be compensated. I was told that only T&T mgr, Ms.[redacted], could explain what happened & authorize compensation, however she was on vacation til 12/30.12/30-1/2/15 left msgs on Ms. [redacted] voicemail & w/another employee. Final piece arrived 1/2/15-3wks after 1st delivery, 5wks since I was told ENTIRE order was ready. 1/7 spoke w/Ms. [redacted], who didn't have an explanation & offered $50 gift card for in store use.Desired Settlement: While the Ashley name may be synonymous with quality products, their cust svc has proven to be subpar at best. This situation was very unsettling & put a damper on birthday, Christmas & New Year's events at my home. Theyshould have been more proactive & reactive & surely shouldn't think that a customer's faith in the company can/should be restored by further spending in their establishment because there isn't anything you can purchase there for $50.I want a refund of delivery fee or monthly pmt

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize for the delay in the arrival of the consumers merchandise. The consumer did speak to myself and was offered a $50 gift card in which they did decline as stated in the complaint to your office. The consumer was advised however, that compensation for delays in merchandise is atypical as we clearly outline in our terms in conditions at time of purchase all dates are estimated and can be subject to change by the manufacture. While I can empathize with their concern, we were ultimately able to fulfill all obligations in regards to delivering the merchandise in full and services were rendered at that time. The consumer purchased on 11/22/14 and received delivery of all merchandise with the exception of one item which was delayed by the manufacture on 12/12/14. The remaining item did arrive damaged to our distribution center and was unable to go out for delivery on 12/19/14. The item was ordered new to rectify the situation and was delivered on 1/20/15. At this time concerns have been addressed and fully resolved for this consumer. While I do apologize the consumer remains displeased with the gift card that was offered, it was offered as a courtesy for their experience and not by any means meant to further add to the experience. We will honor the original offer to extend the courtesy gift card to the consumer should they so choose to accept our offer to do so.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer 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.]I feel as though the company is not accepting any fault in the situation or even a valid explanation. If I was contacted on 11/28/14 stating that my ENTIRE order was ready for delivery, then the ENTIRE order should have arrived on 12/12, yet they I wasn't forewarned that there was an issue or given an explanation as to why that did occur; as a matter of fact, when I asked both the employees at the store as well as the distribution center, no one could explain what happened & did not FULLY rectify the situation until a month later, during which time they had already received delivery fees as well as 2 payments from me, none of which they felt the need to even "adjust" considering I was paying for something that wasn't even fully in my possession as of yet.

Regards,

Review: On 1/1/2015 we purchased a couch from Ashley. We were verbally told by the salesman that the max amount of time of delivery would be "10 days" and "it appeared that everything was in stock when I just checked". On 1/9/15 I called Ashley to see when our furniture would be delivered as we hadn't heard anything from them yet. The woman I spoke with said the delivery date is estimated to be 1/25/15. I explained that was not the date we were told. The associate apologized and said the date we were given upon purchase was just an estimate. We hung up and I called corporate to speak with customer service. They were of no help either. I was told I needed to call the store back and have them contact corporate to expedite our order. I called the store back and spoke with the same associate who said "[redacted]" would call me when she was in. I get no call from her but from [redacted] who was our salesman. He informed me their was a part missing to assemble our furniture which is causing the delay, and offered me to buy a different piece of furniture. I told him we didn't want a different piece and we wanted our money back if we can't get it on time. He promised to speak with his general [redacted] and call me back the next day. The next day he did call and said his [redacted] would be looking into expediting our order and I should expect a call on 1/12/15. We didn't receive a call so I called 1/13/15 and had to start from the beginning with another associate (apparently most of our communications hadn't been noted). I was told the same thing that the delivery time was an estimate and when I said I wanted my money back they refused, stating the delivery time is within the estimate. However our receipt said the delivery time would be 1/22/15. My husband later spoke to Lisa (a [redacted] at this location). She said she would be in contact with corporate to see if we could get our money back. It has been 48 hours and still no call. We have been lied to and given the runaround in the past two weeks.Desired Settlement: First, I wish to have our couch delivered no later than 1/18/15 and at least refund our delivery fee of $139.99. Also, after reading several reviews on Ashley Furniture this company as a whole is very unfair to customers. Their customer service is non-existent and they ALL (including corporate) need major training on how to treat their customers. I would like to know how they are going to change the way Ashley treats their customers. How will they make things right with so many people they have wronged?

Business

Response:

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumer's concerns to our attention. Please allow me to apologize for any frustration the delay in merchandise may have caused the consumer. However, the estimated date for delivery is considered to be an estimated date only. This can be subject to change do to availability and is outlined on the terms and agreement each customer is given at time of purchase. The sales [redacted] from this location has reached out to the customer to provide an update and to further address their concerns. The customer has been advised all items are scheduled to arrive to our distribution center this Saturday, January 24th, 2015. We will be able to deliver in full early next week and we are confident all concerns will be fully resolved at that time. The sales [redacted] did offer the customer a gift card for their inconvenience and the customer accepted. Please feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer 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.

We had asked for our delivery fee back ($139.99) as they are well past their promised delivery date. The sales associate offered a $25 gift card to the store. First, we won't be shopping with them ever again and second if we did choose to take the gift card what is $25 going to do? I understand we were given an estimated date and this wouldn't be such a problem if they would have been professional from the start and returned our calls when they said they would. We are not the only customers they have treated this way. [redacted] are several links showing how they treat their customers: [redacted]

Regards,

Review: I purchased furniture from Ashley's Home Store in [redacted] in January 2013; I bought a three-piece sofa set (sofa, recliner, and love seat) all of which I deeply regret. My first complain to Ashley's Home Furniture store was on February 26, due to the love seats interior wood falling apart, yes LESS than six weeks after purchasing it. The furniture repair team has come to my house numerous times to repair the sofa cushions as well as the initial wood issue with absolutely no success to begin with, but now they are refusing to stand true to their warranty. The customer service is awful; I am constantly tossed around with no resolution. I recently had an individual come to my house and take photos of the furniture, and based upon the photos the manager has decided the damage is "self inflicted," which is another way of telling me that they do not want to repair their yard sale quality furniture. How is it self-inflicted? The management team has yet to explain that to me! Then I was referred to [redacted] which I followed through and contacted, and was initially told the furniture was DEFECTIVE and they would not cover it, So yes I am back to square one, the cushions are falling apart and the same wood issue! Upon emailing the customer service team and speaking to them over the phone numerous times I am getting nowhere, it is extremely frustrating and a big disappointment, I will never recommend Ashleys Home Furniture to anyone. Upon informing Ashley's about the Montage furniture repair companys response, the email respond below is what I received... "We here at Ashley Furniture would like to apologize for the frustration you are feeling regarding your furniture, however as you have been advised during previous discussions we are unable to provide service to your damaged furniture. As we discussed upon receiving pictures from our service technician we believe the damages are due to self infliction."So basically pay off the furniture and deal with it?Desired Settlement: I would like to see my furniture replaced, as stated in their policy. After numbers repairs and still no resolution, I do NOT want to keep the same furniture. The quality is absolutely poor and the customer service is probably worse, at this point I am not quite sure how I can come to any resolution. Additionally, one of my house mates has a medical back issue due to an accident a few years ago, the furniture issues with the wood and cushion is a problem.

Business

Response:

To Whom It May Concern:

This letter is in reference to our customer [redacted], your case #[redacted] regarding the Ashley Homestore in [redacted]. We here at Ashley would like to thank you for bring [redacted] concern to our attention.

[redacted] original delivery date was January 26, 2013; all merchandise was signed for as received in good condition. On February 21st the consumer reported a tear in the back pf the loveseat. Our technician went out on March 19th and completed loveseat repairs also adding additional poly fill to the consumer's satisfaction, in which they signed off on. The consumer asked it the technician could add additional poly fill to the sofa and he agreed stating this would need to be ordered. Before these parts arrived the [redacted] reported a break in the sofa. This many break downs of this product is very odd but again we sent out a technician to the home for repairs. Once part arrived our tech went out (April 5th) all repairs were again completely to consumer's satisfaction. We receive yet another call on may 1st stating now they are unhappy with the back of the sofa sitting to high and a staple poking out of the unit, as for the loveseat is was mentioned that a nail is coming out with back fabric being wrinkled. Our technician returned on May 3rd to find the sofa has tears on the soda which do not fall under the factory warranty guidelines. We still came out on May 21st and installed a new back on the customer's sofa the loveseat back was replaced on June 6th both work orders were signed off as completed. [redacted] called in (July 11th) stating they were unhappy with their purchase. Another technician was scheduled for an assessment in which it was noted a daycare is run out of this home.

After reviewing the numerous service requests done by the [redacted] and out technician's report/findings we have denied any future services under the factory warranty. We feel as though the damages being reported are not caused by defective products. [redacted] purchased an extended warranty ([redacted]) which does cover thing self inflicted. We here at Ashley Homestore have no control over any decisions [redacted] makes regarding a claim submitted to them.

if you have any other questions or concerns please don't hesitate to contact me, for your convenience my contact information is listed below

Sincerely,

Review: Hello,

REF: Alhley Furniture, Sales No [redacted], Date 7/4/2015

I purchased a King bedroom set (Including a bed, Dresser, Mirror, one night stand, and a chest). I purchased it with Discover credit card.

The items are supposed to be delivered on July 31/ 2015. I need to make a change to my order. I need to cancel an item (the chest). As the items are not yet shipped or delivered, my understanding is I should be able to make changes to the order.

I spoke to their customer care and I was informed that all sales are final. If I make any changes I can opt for store credit only. The items has not been shipped or delivered. I believe, I should be able to make changes to my order.

Now I don't want to buy anything from a store that has unethical business policies. I want to cancel my entire order.

Please help.

Thank You

[redacted]Desired Settlement: Cancellation of the entire order

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,

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has spoken to the consumer and I am pleased to advise we were able to reach an amicable resolution for the consumer. The consumer was approved for cancellation of the chest and was ultimately pleased with the resolution provided. Please feel free to reach out to me should you have any futher questions in regards to this consumer.Best Regards,[redacted]

Review: On August 4,2015 I purchased a seven piece bedroom set and two of the pieces was damaged. I have been going back and forth with [redacted] the customer service representative. One day she tells me one thing and then the next something else. Everything that she is saying was not told to me when I made the purchase. First she said that the pieces would be replaced now just parts of one piece. I purchased this furniture for my daughter in college. I picked it up on a Saturday and drove it straight to Greensboro NC. Upon arrival unloaded the furniture and found damaged pieces when opening the boxes. Went to the Ashley Furniture in Greensboro NC and they offered no help because they say that they are a franchise. Customer service didn't open again until Tuesday August 8,2015 left a message did not get a call back until Thursday August 13,2015.Was asked to send photos of damaged goods and still have the photos. Thank You.Desired Settlement: The furniture I purchased was damaged and I just want those pieces replaced and delivered.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing the consumers concerns to our attention. We have researched further into the details of the complaint and would like to take a moment to elaborate on the advisement most recently given to the consumer via their customer care representative.On 8/4/15 the consumer picked all items from our distribution center. At the time of pick up we do request that all items be inspected and signed for as received in good condition. The consumer did sign for receipt of all items and to be in good condition. Items were since moved to our understanding via a moving van to North Carolina. The consumer called in on 8/8/15 upon arriving to North Carolina to advise of damaged items. Upon receipt of the concerns being brought to our attention pictures were requested and reviewed. The damage displayed in the pictures brought forth were extensive as the item appeared to be damaged in transit due to the extent of the displayed damage. We sincerely empathize with the consumers merchandise concerns, however, we would be unable to move forward with addressing with the information at hand.We did however offer to send any and all orderable parts to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.Signed invoice of the consumer piking up the items in good condition and correlating pictures can be furnished upon request.Best Regards,[redacted]

Consumer

Response:

I paid for the furniture on August 4,2015. It had to be shipped to Ashley Furniture Store in Richmond, Virginia from Fredericksburgh, Virginia. I picked it up from Ashley Furniture on August 8, 2015 not the distribution center. It was strapped down on the back of a pickup truck not a moving van as they stated. The sales representative at the Ashley store asked me to sign stating that I received the furniture. He never said sign that I received it in good condition. It was raining that day so the boxes were never opened until we got to North Carolina. I made contact with them thesame day I picked it up. Then I got a call back from customer service representative [redacted], I was asked to send pictures. On August 13, 2015 [redacted] stated that the furniture would be replaced. I then asked her if it could be shipped to North Carolina and she said that she would have to ask her general manager. She didn’t call me back until August 18, 2015 and that’s when it went from replacing the furniture to sending two drawers. I guess by me asking them to ship it to North Carolina is when everything changed. All I want is what I paid for and nothing more.

Business

Response:

Good Afternoon,Please see the [redacted] referencing Mrs. [redacted] pick up. The consumer signed for all items being received in full and in good condition. As per my previous response we do take any and all appropriate measures to ensure the items are received and acknowledged to be in good condition at the time of pick-up and/or delivery. Best Regards,[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] September 8, 2015

As per my previous response, I was told by customer service rep. [redacted] on August 13, 2015 that the two piecies of furniture would be replaced. She was suppose to see if it could be delivered. By the time I heard from Mrs. [redacted] again it was changed to replacing two drawers. So I would like to know why I was lied to from the beginning? Is it because I transported the furniture to North Carolina? What about when it was transported from Fredericksburg distribution center to Ashley Furniture Store in Richmond, VA? Also there is a hole in the back of the chest dresser, but the box that it was in does not have a hole in it. Can you explain this to me?

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore do apologize the consumer remains displeased with the resolution offered. However, we do feel that we have made a fair and reasonable attempt to address the consumers concerns. The consumer was offered to have all orderable parts sent to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.We have furnished a signed invoice from the consumer advising all items were picked in good condition. As well as the consumer has provided pictures that we feel correlates to our advisement that these damages were directly related to travel after the consumer obtained the merchandise. Per the consumers statement, damages were found upon arriving to their travel destination of North Carolina. Per our original advisement we would be pleased to send any orderable parts to the consumer to assist in addressing their concerns.Best Regards,[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 contacted Revdex.com and said that she agreed tot he offer provided by the business but she had not received that from the business. She is requesting that original offer to have the two drawers delivered to the North Carolina address:431 N Dudley St, Greensboro, NC 27401.

Business

Response:

Good Afternoon, Thank you for the update and bringing this or attention. We are pleased to place an new drawer on order for the consumer. Please let me know if I can be of any further assistance. Best Regards,[redacted]

Review: I purchased a sectional from Ashley Furniture in Winchester, Virginia, in April of 2014. The furniture was delivered in May. By December of 2014, the furniture looked like it was very old. All the seat cushions have pilled up (like a bad sweater), the back cushions have lost all their fullness, the seat cushion material is also sliding, losing the shape of the cushion. All the throw cushions are pilled, as well. The wedge piece has a broken spring, which tore the wedge seat cushion. I called the store at the end of the year (2014), and here it is March, 2015, and we have still gotten no resolve. I have called, sent pictures at their request, gone into the store three times, and I have been visited by a technician. He agreed the sofa should be replaced, but that wasn't his decision to make. We requested to reselect, as fixing all the problems will only result in the material doing the same thing, but at this point, I just want to be credited for this purchase and for them to remove the furniture from our home. I've been given the run around for over two months, and this is unacceptable. Not only is the couch of very poor quality (and it wasn't a cheap purchase), but the customer service is the absolute worse I've experienced.Desired Settlement: At this point, I want a refund, which means a credit to my account, and the furniture removed. I no longer wish to have any dealings with Ashley Furniture. We also purchased a bedroom suite and matress, and are pleased with this purchase. However, to ensure we have no more dealings with Ashley Furniture, I will be paying this off.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have personally assisted the consumer in regards to the concerns and will be pleased to add any additional information I can on the claim. The consumer received delivery of the merchandise on 5/28/2014. On 1/6/2015 the consumer called in to advise concerns with the merchandise. A technician was sent on 2/18/15 to inspect the merchandise. The technician did advise to order parts to address the concerns the consumer was having with the merchandise, with the exception of any and all concerns related to the pilling. We did offer to service any concerns covered under the 1 year manufacture warranty, however, the consumers main concern was the appearance of the merchandise which was directly related to the pilling of the fabric and the offer to service was ultimately declined by the consumer. Upon further research it was found that the pilling of the fabric is not due to manufacture concerns, but rather what would be considered as customer neglect and/or abuse of the merchandise. The consumer remained displeased with the findings and in turn we did offer to return the merchandise with a 30% usage fee as the consumer has had the merchandise in home since 5/28/2014. The consumer was advised that the offer to return was offered as a courtesy as we do stand behind our initial decision that the pilling of the fabric is not of normal wear and tear. Should the consumer accept our offer to refund with the 30% usage fee we will pick up the merchandise with no additional delivery/pick up fees. I will be pleased to move forward with the process upon acceptance by the consumer.Best Regards,

Consumer

Response:

I have reviewed the offer 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] My husband sent Ms. [redacted] an emaill after seeing her response letter. I am very frustrated with this entire situation and so upset over basically being stuck with something I am being charged $1,500.00 for that doesn't even come close to being worth it. Simply put, it's a complete waste of money. He is handling it from here. We did come to a sort of agreement, under duress, because we don't have $1,500.00 to throw away. So we decided to have them fix what they would, again, under duress. My husband was told they had to order the parts, and in 2 weeks they would pick up the furniture and fix everything under the warranty, which doesn't include pilling. We definitely weren't going to give them more money. And we most certainly aren't going to do anything to damage our credit rating. It's a lose-lose situation. I'm just sick over the entire affair.Here is his response:Ms. [redacted],Today, I opened an email with your reply to the Revdex.com. Here it is:Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have personally assisted the consumer in regards to the concerns and will be pleased to add any additional information I can on the claim. The consumer received delivery of the merchandise on 5/28/2014. On 1/6/2015 the consumer called in to advise concerns with the merchandise. A technician was sent on 2/18/15 to inspect the merchandise. The technician did advise to order parts to address the concerns the consumer was having with the merchandise, with the exception of any and all concerns related to the pilling. We did offer to service any concerns covered under the 1 year manufacture warranty, however, the consumers main concern was the appearance of the merchandise which was directly related to the pilling of the fabric and the offer to service was ultimately declined by the consumer. Upon further research it was found that the pilling of the fabric is not due to manufacture concerns, but rather what would be considered as customer neglect and/or abuse of the merchandise. The consumer remained displeased with the findings and in turn we did offer to return the merchandise with a 30% usage fee as the consumer has had the merchandise in home since 5/28/2014. The consumer was advised that the offer to return was offered as a courtesy as we do stand behind our initial decision that the pilling of the fabric is not of normal wear and tear. Should the consumer accept our offer to refund with the 30% usage fee we will pick up the merchandise with no additional delivery/pick up fees. I will be pleased to move forward with the process upon acceptance by the consumer.Best Regards,"Ms. [redacted], I do not recall you saying at anytime that the furniture could be returned for a 30% usage fee. You told my wife and I that we could reselect and have the old furniture picked up for a 30% restocking fee. If we can return the furniture for the 30% fee without reselecting, that would be our preference. And if that is the case, does that mean what we have already paid on the bill goes completely to the bedroom furniture? Please clarify. And for the record, at no time have we abused our new furniture. The furniture looks the way it does with normal use. My wife and I both work full time and do not get home daily until 4 or 5. We have schedules with the kids participating in activities and are not home several nights each week to even spend much time on the furniture. And on the weekends, we are in and out, rarely home before 6 on Sundays because we spend it with my parents. Who are you to say we have abused the furniture? No furniture should even come close to looking like this in 6 months time. We have a [redacted] recliner we've had 5 years and there is not one bit of pilling on it. I even slept in it for awhile when I was having back problems. If there was ever a piece of furniture that should be pilled, it would be that, but there is none. This sectional sofa is made of a very poor material. I shouldn't have to spend time "shaving" my sofa every time I sit on it. Also, we didn't decline what the warranty offered. You said that you would have to research to see if there was a problem with the lot of fabric, resulting in such extreme pilling. Only when my wife kept calling, emailing, and contacting various agencies about your poor customer service did you decide to act on this. You kept giving us the excuse that you hadn't heard back from the manufacturer. And the decision you gave did include fixing the broken pieces and restuffing everything. But you didn't give the option of returning the furniture for a 30% fee, as I mentioned before. Sincerely,[redacted]"If you look online at reviews, it is unbelievable how many negative reviews there are. If only I had done my research. I have learned a hard lesson here, but I can asssure you it won't happen again.

Review: On May 6, 2014 I decided to shop at the Ashley furniture in Fredricksburg Va to buy my son a new bedroom set. After browsing the store I asked [redacted] about purchasing the [redacted] full size bed, an under bed storage, and the one drawer nightstand. The dresser included a mirror but I would not need it. He calculated the price and I agreed to it. Since I had several questions regarding the delivery charge, he had to speak to his manager. Once he did that, he came back to me saying he is not able to break down the set and I would have to purchase the mirror with the set. After going back and forth about it, I agreed to purchase the bed set as is including the one drawer nightstand and the under bed storage since there wasn’t a big difference in the price. We then went over the protection plan and the entire order once again. I signed the agreement and he stated I would receive my order in 2-3 weeks. A week went by and I was concerned I had not heard anything from the store on my delivery so I called to make sure everything was still as planned. When I called I was informed I would not receive my furniture within the time I was told. I asked to speak with [redacted] to keep me informed of my order due to me moving. He stated he would keep me informed and would provide me with an update in a week. Sadly, [redacted] did not contact me at all. I decided to be patient and allow the 3 weeks to pass. That time came and went and I still did not get a call from [redacted] on the status of my order. I made my decision to buy from Ashley Furniture because I was assured my furniture would be to me within my fixed time frame.

So after the third week I called and was now informed my furniture would be on line at the end of June.

At that point I was furious. I have a vacation I am about to leave on and my house will be packed soon after I return from my trip. I explained my situation to customer service and a [redacted] called asking to allow for a few more days so he could fix the problem. I was still annoyed but agreed to wait. Finally on June 7, 2014 the furniture got delivered. Just for me to find out the nightstand was missing. I looked over the sale papers and was shocked that I couldn’t see the nightstand anywhere on my order. I totally trusted the consultant when he put the order together and only agreed to the amount of money I have paid thinking this entire time the nightstand was included in the 5pc set! I then called the store and explained to [redacted] my problem. He was willing to give me an additional 10% off of the total nightstand price. I thanked him for his input and that I was happy I finally received the set but wasn’t going to pay an additional amount of money. I thought that’s what I had paid for in the first place when I ordered everything with the consultant [redacted]! This has definitely been my worst experience with customer service and purchasing furniture from a Ashley Home Store!

I feel I was lied to from the beginning and scammed in a wrong way. I also feel out of courtesy I should either get the delivery charge back or receive the nightstand for free.

Sincerely, [redacted]Desired Settlement: I feel I was lied to from the beginning and scammed in a wrong way. I also feel out of courtesy I should either get the delivery charge back or receive the nightstand for free.

Business

Response:

We here at Ashley Homestore would like to thank you for bring this consumers concerns to our attention. I have spoken to [redacted] in regards to her concerns with BB&B case # [redacted]. I have advised the consumer that we are eager to resolve her concerns and are willing to work with her to do so. However, upon further research we have found the consumer did not purchase nor make payment towards the nightstand she refers to. It is our procedure at the time of sale to review all items ordered with the consumer to ensure accuracy. This was not brought to our attention at time point of purchase as we would have been able to rectify any concerns at that time. I have extended the offer to discount the night stand as well as deliver the merchandise at no charge to the consumer. I advised [redacted] at this time we would not be able to order unpaid merchandise for her at this time. She was unsatisfied with the offer. Which in turn she was offered a full refund and pick up of all merchandise to further assist in satisfying her concerns. [redacted] declined the offer to refund as well. I apologized for any inconvenience this experience may have caused her and advised her to contact me if I could be of further assistance in this matter. Please feel free to reach out to me with any further questions in regards to this consumer.

Sincerely,

Director of Customer Service

Ashley Furniture HomeStore

[redacted] Ext [redacted]

Consumer

Response:

I have reviewed the offer 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.

Good afternoon,

I have read the message that has been sent to me about my complaint with the Ashley Home Store.

It is correct that I have been advised that I haven't paid for the nightstand! But that only happened because the consultant wasn't aware of his job. Since he let me believe it came in the 5pc set.

Also as mentions several times before the store only offered 10% off the price to order the nightstand. It is a lie that they offered to deliver to me at no charge because that was never mentioned during my two conversations I had with them

Also I declined for the furniture to be picked up for a full refund because I am leaving the area soon and that would't give me enough time to search for a new set ( military move). Would they have delivered it to me on time as they stated in my order I would have done it. But delivery sadly happened 3 weeks after the given time!

Since the store don't want to acknowledge their mistake, this is going to be an unresolved issue!

Without hesitation I give Ashley Home Store in Fredericksburg Va. a F rating due to not being honest with customers.

Regards,

Review: On February 11 2011 we purchased furniture from Ashley and also purchased the extended warranty that was advertised to us to cover " everything except normal wear and tear" . We recently moved and have some damage to our furniture, when trying to file a claim we were informed that damage that occurs during a move is an exclusion. We have been given the run around, calling the store, calling the extended warranty company, calling Ashley products and services- with each person telling us to call the next for help. The extended warranty was clearly misrepresented to us and we ask for either a full refund on the warranty or for the furniture to be repaired free of charge. We wouldn't have purchased the warranty if it was represented correctly. The sales person went on and on about the fact that the warranty covered any and everything we could think of except normal wear and tear- at the time we purchased the warranty we had a dog and were concerned about puncture holes in the furniture and we were told damage from pets is covered and it turns out that's not covered either, the damage we have is not from a pet that is just another example of how the service was misrepresented.Desired Settlement: Refund of warranty or repair.

Business

Response:

Good Afternoon,

Review: Continuous damage on same pieces of furniture product assembly has bolts on outside that tear through fabric with movement...this is a rocker recliner double seat. Paid lots of money and have a protection plan yet no one is even returning my calls to fix it. It was damaged on 3 try's of delivering it and needed an instant repair the thirs time it was delivered due to damage. No one is taking responsibility for my complaints and I am angry with such a poor customer service set up for this well known company. I need some resolve as this is very upsetting and stressful.Desired Settlement: I want them to take back this set and get my self a more durable product that has been assembled in a manor that can hold up to what the product is intended to do such as rock and recline without tearing 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.We have contacted the consumer to further address her concerns and offer alternative solutions for resolution. The consumer was offered to reselect on her sofa, loveseat and rocker recliner. The consumer was pleased with the offer and has advised they will be reselecting with in two weeks. We are confident we will be able to resolve all concerns in full with the resolution offered. Please feel free to contact me if I can be of any further assistance Best Regards,Deannie [redacted]

Review: My husband went into the store on January 23rd and saw a beautiful sectional that he thought would look great in our living room. He asked me to go by the store and ask to speak with ** when I got off work. I did that and had his checkbook (per request) and $200 in cash. Our intention was to finance via the 90 days same as cash program. The young lady at the counter explained to me only one program which included me putting down $60. Due to my husband not being there with me and I had his checkbook she said we had to come back the next morning. I left. The next day, January 24th we entered the store around 12:15pm and we saw ** and he asked us to look around or have a seat while we wait to process paperwork. 45 mins later we were asked to go up to the counter. There was a different young lady processing paperwork that day and she apparently didn't know the process because my husband was inquiring about the different finance programs since the one he was initially told about all details weren't disclosed. The young lady had an attitude and eventually had to get ** and we went and talked to Acceptance Now that's housed in the same location as the store. We spoke to sales manager Karen Griffin and got approved. Once we were done we were told to go back up to the original counter to finish up the paperwork. When we got back to the counter, the young lady with the attitude and ** told us the sectional would be ready for pickup in two weeks since it was in stock. My husband called the store around February 5th to inquire about the sectional and he was told it would be another two weeks and should be at the Colonial Heights location by February 20th. He called the store today and was told due to the inclement weather it hasn't even left the headquarters in Wisconsin! No one has EVER picked up the phone to advise of the status. My husband was willing to drive to Colonial Heights to pick it up today but it's not there. Had he not called we wouldn't have known. FYI: We made our first payment already!Desired Settlement: I would either like a refund or the furniture delivered to my home for FREE prior to us making our next payment which is due March 15th.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research I have found all ordered items to be in and the consumer is on schedule to receive delivery on 3/5/15. We are fully confident all concerns will be fully resolved at that time. Please let me know if I can be of further assistance to the consumer.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted]. The sectional was finally delivered on 3/5/2015. I am still not pleased with the overall service because they should've communicated better by letting us know it would be longer than two weeks. I will NEVER purchase anything from this company again but I appreciate the opportunity to address my concerns. Thank you and have a great day!Regards,

Review: On March 7 - purchased a King bedroom set from Ashley Furniture for $1830.89 on April 1 before delivery I had to change the from a King to a queen went to the store and was done by [redacted] - a refund for the deference - all was done and right set was delivered - to this refund never processed - when asked - no one can give me answer and why not processed - store customer service said Manager never processed it - Manager said he did but no money was ever refunded - spoke to the regional office they said was never processed by store - again 3 months later and nothing and no one can explain why it was not processed -Desired Settlement: I should get my money back for the waiting 3 months paying interest on my credit card and loosing interest on my money - bad customer service and not providing the bed I paid for

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize this has went unresolved for the consumer. [redacted] has contacted the consumer and a refund has been processed for all funds owed. It is to my understanding the consumer found the resolution to be satisfactory and all concerns have been considered to have been resolve in full at this time. Please advise if I can be of any further assistance to the consumer and it would be my pleasure to assist in any way I can.Best Regards,[redacted]?

Review: On Sunday (5/11/2014) we were looking to purchase furniture for our son who was going to stay with his uncle in Ashburn, VA. Today (5/13/2014) he decided that he was going to stay at the college dormitories. The furniture that we were going to purchase for him (full size bed frame, matress and dresser) will not fit is the dormitory. We went to the store were we purchased the furniture and asked to cancel the order. The person at the desk told us that it would take at least 48 hours to do this and that maybe it could not be done. I told him that this was unacceptable and asked to speak with the general manager. At this time, the general manager, [redacted], approached the counter and told me that there was nothing we could do because the order was being generated. I told him that only two days had passed since the order and he insisted that we had to wait 48 hours to see what happens. I believe this is wrong and it is a strong arm tactic to get people to wait past the three days so they can charge you for whatever fee they come up with.Desired Settlement: Since my actions were not malicious nor with bad intentions, I would like to cancel my purchase order and receive a refund to my credit card for $225.00. That is all I would like to resolve this issue.

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that the consumer signed a contract with them that stated no cancellations or refunds. They do charge a 30% restocking fee that the waived for this consumer and offered a store credit. The delivery was not made and they cannot refund for a change of mind purchase. They have not heard back from the consumer regarding the offers.

Consumer

Response:

I have reviewed the offer 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.

As I have documented in my messages after several attempts to resolve this issue the lady in Richmond would not even take my calls, she would relay messeges through the store manager, as if hiding from me. I was told that my cancelation could be done but a 30% restocking fee would be applied, I told them that it was an unacceptable solution. Restocking fee for "unmade furtinture", when I initially tried to cancel the order, our order was not even in their system, that to me implys that the furniture was not even started to be made, That is why the store mangers are instructed to tell all customers to wait three days before cancelling orders that way "restocking fees" can be applied. I call this "money for nothing" or in other words "Highway Robbery", it is amazing the degree of greed that this furniture company is displaying. I would like to see documentation that the furniture was ready and available by the second day when we tried to cancel the order, I highly doubt that because according to the store all furniture is made to order. Furthermore, we did not have a change of mind, we had a change of circumstances, which is different.

I would submit to you to [redacted] "Ashley Furniture Complaints" and see how this company is robbing the public.

Regards,

Review: In February 2015 I purchase a foam cooling mattress and adjustable base from Ashley Furniture within 3 days of having the mattress I had to report the factor that the smell of the mattress was overwhelming ( gave me headaches), the bed was hard and the cooling gel didn't work. I was told by customer service to open my windows in the dead of winter to let the mattress air out and my sales representative told me that it takes some time for the mattress to loosen up. I was penalized $500 to restock a defected mattress. In which later I found out that lots of people complained about that mattress and that I shouldn't have been charged to return it. I received an exchange mattress in March of 2015 I noticed in October 2015 a dip was starting to form in the mid top of the mattress. The dip was exactly were the adjustable base folds the mattress. We have to sleep with pillows covering the dip. This dip has cause me back pains and sleepless nights. Once I contacted customer service they told me that I had to pay $75 for someone to come look at their defective merchandise. I refuse to pay; they then asked me to cover half of the cost;I refused.They eventually sent someone out to look at the mattress without me paying. The inspector stated that the mattress was defective. I told Ashley's before they came out in email and through phone that I didn't want to receive another mattress or store credit. After the inspection I was informed that receiving a new mattress was the only option. When asked if I can receive that in writing;I was threaten that if they send that to me in writing that I would have only a two week timeframe from the time they send me the email for me to pick out a mattress.I informed them that two defected mattresses is enough for me. I also found out that the only mattress truly compatible with adjustable base is a foam mattress. so if I was to get a mattress from somewhere else it will not likely be compatible with the adjustable base which means the adjustable base is worthless.Desired Settlement: I would like a refund on the first defected mattress that I was penalize $ 500.00 to return and a refund on this defected mattress that I got in exchange. This $1,500 could be applied back to my account.Another resalution would be for Ashley Furniture to take back this mattress and adjustable base and refund me for both of them. I do not want another mattress from Ashley Furniture.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer has been offered a pick up and full refund of the mattress. We are currently awaiting the consumer to choose a date for the pick up so that we may proceed with the refund for the merchandise.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: On 1/30/14, I purchased a bedroom set from Ashley Furniture. The set included a king size bed, a media chest, dresser w/mirror, 2 night stands, a king size mattress, and the box spring. The furniture was delivered to my home on 3/8/14. After all of the furniture was unloaded and assembled, I advised the delivery men that a night stand was missing. I showed them my sales invoice, indicating that I purchased and paid for two night stands. After checking their work order, they informed me that their documents showed only 1 night stand was supposed to be delivered. While still at my home, the delivery man called his [redacted] at the warehouse to inform him of the discrepancy. The [redacted], [redacted], confirmed that only 1 night stand was ordered and delivered. I told him that I purchased, paid for, and have a receipt confirming that I ordered 2 night stands. [redacted] advised me to contact [redacted], the [redacted] at the store where I purchased the furniture to inform him of the mistake. On 3/9/14, I went to Ashley Furniture ([redacted]--location of purchase) and spoke directly to [redacted] and [redacted] ([redacted]). After reviewing the paperwork, [redacted] (who was there on the day I purchased the furniture and stated that she remembered me and my purchase) stated that the salesperson who sold me the furniture told her that he spoke with me by phone on the night of my purchase and we discussed retracting my order for one of the night stands. I told [redacted] and [redacted] that I had no such conversation with the salesman. They then showed me the sales invoice that showed where the salesman scratched out the number "2" and wrote the number "1", making it appear as if I ordered 1 night stand. I showed [redacted] and [redacted] the sales invoice I received immediately following my purchase, clearly indicating that I purchased 2 night stands. [redacted], the [redacted] admitted that he suspects that the salesman changed the order without my request, permission, or consent. I expressed concerns the unethical practices and fabrication, stating that I was disturbed and upset about such actions of one of his employees. [redacted] apologized and said, "That's why he is no longer here". [redacted] was very apologetic and arranged a rush order for the night stand. I spoke with [redacted] about being compensated for the inconvenience. He said it is not possible to provide any compensation.Desired Settlement: I would like a letter apologizing for their poor customer service and unethical business practices. In addition, I would like to be compensated for the full amount of the bedroom set.

Business

Response:

Dear [redacted],

I have reviewed your complaint ,and I certainly understand your frustration with our error on your order. I do apologize for the inconvenience this error has caused you. It is my understanding that we have corrected our error and added 1 additional night stand to your order and are expediting it from our factory and scheduled to deliver it to you on 3-29-2014. I know your time is valuable, and although I cannot offer you the bedroom set for free as you request. I can send out a gift Certificate for $**. ( cost of your delivery) that can be used toward your next purchase in any of our Richmond Virginia area stores. Again please accept our apologies , we value your business and want you to be satisfied with your purchase.

Sincerely<

Ashley Furniture HomeStores
Richmond VA

Consumer

Response:

I have reviewed the offer 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 reviewed the offer 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.

The night stand is being delivered 20 days after the original delivery date. I do not
consider this delivery time frame to be expedited. In the response, it states
that 1 additional night stand is being added. That is incorrect. The night
stand that is scheduled to be delivered on 3/29/14 is one of two night stands
that I ordered and paid for with my original order on 1/30/14. At the time of
purchase on 1/30/14, I ordered and paid for two night stands. On 3/8/14, only
one night stand was delivered. Thus, in the company's response, "adding 1
additional night stand" implies that I am receiving a night stand that was
not part of the original order or that I did not pay for.

A gift card of any amount that is exclusively for Ashley Furniture will not be
of value to me. After the aforementioned unsatisfying experience, I do not intend to make
any future purchases at any Ashley Furniture store.

Regards,

Business

Response:

We have resolved the remaining issue by refunding Customer's delivery fee.

Consumer

Response:

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: [email protected].

Regards,