Ashley Furniture Homestores

Review: Purchased on 9 Feb, told store need delivery in Hampton VA they said they could do it and charged 249. Never heard back from them on deliver which they said would take 2 to 3 weeks. Each week called to check on furniture was told that the items were in warehouse and they had to go to a "hub" that we should get a call from delivery service right after Christmas. Never happened, continued to call and again receive no update just they were waiting on hub. Called warehouse directly told me it was being shipped to Ashland VA around 9 Jan still no update call so I call back and was told there isn't anything they can do out of their hands. Called the store again asked to speak to manager was told I would get a call back on 18 Jan- manager did not call back.. Called Corporate was told nothing they can do stores are independently owned. Called store again and rep just tells me she is going to email the manager but never being told when I will get my furniture. I am paying for rental furniture because they failed to deliver on time of give me any update.Desired Settlement: I want a discount on the furniture for having to wait well beyond what I was told and I want my furniture delivered ASAP I want the store to keep informed of each step in the process so I know when I am getting furniture. Or if they don't get it to me in two weeks I want all my money back

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank yu for bringing this consumers concerns to our attention. On behalf of Ashley Furniture please allow me to apologize to the consumer for any delays they may have experienced in regards to the delivery of their merchandise. I have spoken to the consumer and was able to confirm the consumer is on schedule to receive delivery of all merchandise today, 1/27/15. We are confident all concerns will be resolved by the end of business today. Please feel free to contact me if I can be of any further assistance in addressing the consumers concerns.Best Regards,Deannie F[redacted]

Review: I purchased several pieces of furniture from this store on 1/30/2015 and as of this date of 3/24/15 I have no couch. I have made several attempts to contact managers and get told each time I will have to leave a message and will get a response in an hour, 2 hours, after they get out of a meeting or the next day (I've heard them all) and I get nothing but apologies from the poor customer service girl that can't do a thing about it. Last time I called I was told the couch gets sent to the distribution center on 3/28/15. This means I could "maybe" get my furniture sometime early April?!?! Ridiculous! And with their track record so far I'm not believing a word of it until I get a call for delivery!!! Good thing I'm not holding my breath!

The chair I purchased as well already has ripped at the seem between the arm and the cushion and I called and spoke with a woman that after having some trouble to get her to listen to what I was saying before she tried to hang up her phone several times before I was done speaking. I got some material mailed to my house and my instruction was to call her when the material got to my house so we could schedule a time for someone to come "sew"y couch back together?!?! I left another message yesterday for her to call me today and have not heard from anyone. No call backs from managers and service personnel seems to be the reoccurring theme with this store.

I'm upset I didn't listen to my friend when she warned me about buying from Ashley furniture. I feel lied to and neglected and honestly just plain scammed. My payments have of course already began on all my purchases.Desired Settlement: Fix my chair! Deliver my couch...PRONTO!! Or cancel my order and refund money paid towards the couch. I will pay off the chair and bed I purchased, but as far as the couch is concerned I would like to cancel without any monetary consequences of you cannot do why the nature of your job is which is to deliver product sold to consumers.

As far as my ripped chair I want it fixed ASAP so the damage does not become worse. I Still have no idea as to how some new fabric and some thread is going to remedy the problem.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have left a message with the consumer to further discuss her experience as her feedback is greatly appreciated. It is to our understanding that all concerns have been resolved at this time. A service technician was sent to the consumers home on 3/28/15 to address the concerns with the delivered merchandise in home. All remaining merchandise was delivered in full on 4/7/15. Should the consumer require any further assistance in regards to this purchase I would be more than happy to assist.Sincerely,[redacted]

Review: My husband and I went into Ashley Furniture Homestore in Fredericksburg Va. on 2/2/16 and purchased a 5 piece living room set and a mattress and box springs. They gave us a time frame of 3-5 weeks. They keep pushing the date of delivery back by a week or more. As of 4/14/16 I have not received my furniture. I asked for my money back and was told that they didn't do refunds. They keep asking me to take everything but my sofa because it has not come in yet. I keep telling them NO and that I wanted it all together in 1 delivery. Now they are saying that it would definitely will be here on the 23rd of April. I am tired of waiting on my furniture and want my money back so that I can take my business else where. The sales people are nice don't get me wrong. Its the office personnel that is RUDE to customers. Can they keep my money when we have NOTHING of theirs in OUR POSSESSION. I would rather take my business elsewhere that is not rude to their customers. Sometimes when I call I get hung up on. I went in on the 12th of this month and spoke to Amad H[redacted] the manager and asked if we could get another set and he said pick out one that is around the same price and because we did and it was $200 more, the lady in Acceptance Now would not let us get it because it was more and said that it had to be the exact same price. Isaiah the sales person was really nice and apologetic to us. The set that we ordered was on sale for $998.00. When Acceptance Now did the contract they marked it up 12%. Is that legal. If that's the case then it is false advertisement. On 2/2/16 I paid $199.68 and on 3/1/16 I made another payment of $179.56 I have not made April's payment yet. They did extend it until the 15th but my furniture was supposed to have been here on the 12th. We had said that when we got our federal income tax money that we were going to pay it off. We have the money to pay it off but can't seem to get the sofa in, so now I just want my money back.Desired Settlement: I want a complete refund. I also want the $40 processing fee back.

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 been in contact with the consumer to further address and discuss their concerns. The consumers order was cancelled in full on 4/6/16. The consumer was refunded in full and no additional cancellation charges were applied due to the delay. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. 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: Purchased bedroom set using debit card 12/2/2015. At that time one night stand wasn't available, estimated arrival Dec 8th. Delivery set up for Thursday Dec 17 (had to pay extra to deliver to my area). They called said they don't deliver to my area on that day, rescheduled for Saturday Dec 26. Came back early from visiting family for the holidays to receive the delivery, sat at home half the morning waiting for a call to inform me in what 3 hr time frame they would arrive. Finally at around 12 I called and got no answer. Called the store and was told" delivery department is closed today" AND TWO nightstands weren't in yet, and that they left a message. I never received a message stating they were closed and why would they schedule it knowing they were closed that day. I told the store manager that this was unacceptable as I canceled family holiday plans to be at home on this day, I did not want the furniture at this point and want a refund. He stated they do not offer refunds, no one at the store was authorized to do a refund and gave me the number to headquarters. I called the named person left a message and have not heard from them since. I called my bank to file a complaint they did a "temporary refund" to my account. Ashley's bank then disputed that refund. I have called the named person at headquarters several times leaving messages and have not gotten a single phone call from them. I do not want the furniture, I want my money back, I will NEVER do business with Ashley again after purchasing from them several times, always in cash. I would've expected at least a phone call to try to resolve this. They have my money and I don't have the merchandise. If I went to the store and took stuff without paying I would be arrested but they can take my money and don't give me what I paid for. Their resolution is always they will deliver. sometimes 6 months or more later. This is very bad business practice!Desired Settlement: This business needs to STOP taking orders without having the merchandise and at least tell people they may not have the furniture for months to come and give them the opportunity to cancel at that time. Respond to their customers in a timely fashion who may have been a repeat customer had they provided better service.

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 contacted the consumer and advised we willl be moving forward with the refund as requested. Please advise if I can be of aby further assistance. 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: Purchase on 01/01/16 we were verbally guaranteed by the staff delivery on or by 01/21/16. We received a call from the delivery team on 01/21 that our delivery would be delayed until the next day, which was going to be our most recent snow storm. They planned to deliver in the snow, which we figured wouldn't be possible but they assured us they'd be there. It was too dangerous to deliver which we understood and had to wait another week for our furniture. When we called the store about the situation they gave us the run around and finally told us that their sales reps had no business guaranteeing us a delivery date, and that the date was only really just an estimate. They made it clear they were going to do nothing to fix the situation. When the delivery team finally arrive at the house they rushed us to accept the delivery and rushed out the door. We found one of the end tables was damaged. We flagged down the delivery crew and they took the table back. They told us customer service would call. About an hour later I noticed damage to the sofa, damage to the coffee table, and damage to the other end table which was deliberately turned toward the wall so we couldn't see it. We never heard from customer service. The warehouse left a voicemail to schedule an appointment for a return trip. We didn't get a chance to call them back when they left another voicemail to say we were in the books and that they had to cancel again and reschedule for the following week. But we never got the chance to confirm and they scheduled for an evening we are not home. We went back to the store to get the whole thing straight. We explained the situation to the girl at the desk as well as the store manager and again they passed the buck and gave us the run around. We were promised by the girl at the desk that she would call us today with a follow-up as she was going to call her customer service supervisor. No phone call. Their customer service department has no desire to rectify the situationDesired Settlement: We want a refund on the cost of the delivery as we have missed 2 day of work waiting on the delivery, costing us more than the $139.99 delivery charge. We want a full refund on our 5-year replacement plan as we no-longer wish to have an ongoing relationship with Ashley Furniture Homestores, due to their inability to get the job done right on the first time with brand-new customers. Finally we want a complete replacement for our sofa/sleeper, our coffee table, and our two end tables because we paid for undamaged goods and what we received was less than acceptable. We still have not received the one end table that was taken back to the warehouse. We also want an apology for the run around. Thank you, and please call with any questions.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer and advised we would honor his request for the refund of delivery fees, as well as his extended warranty. I did, however, advise the consumer of the benefits of the extended warranty and the consumer has advised he will take that into consideration and advise by 2/26/16 as to how he wishes to proceed.In regards to the merchandise concern of items in home, upon further speaking with the consumer it did come to light that he has not been afforded the opportunity to speak with our customer care department to address his concerns in home. I advised the consumer we are pleased to address any concerns of his merchandise in home as we want to ensure he his satisfied with the quality of his new purchase. The consumer has advised he will forward pictures of his concerns so that I may ensure we address with the proper personnel should he wish for us to do so. Please feel free to contact me if any additional information is needed while we continue to address his concerns and provide resolution.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 spoke with Deannie F[redacted] and Stephanie W[redacted] regarding our situation. We agreed they would send us a new set of tables and then send a crew to fix the sofa sleeper. I just had to refuse service a few minutes ago due to not having the amount of promised goods as well as delivering damaged goods to replace our already damaged goods. I've e-mailed both Deannie and Stephanie and I'll be waiting for their response. THIS COMPLAINT SHOULD NOT BE FILED AS CLOSED AS IT IS STILL ONGOING. I am waiting to see what their solution is to rectify the situation.

Regards,

Review: My problem started back on October 4th when I made this purchase. I got delivery 3 weeks after but it was a damaged product. Delivery guys were to return to pick up item but they never returned. I called the delivery company and the Store. I spoke with the manager about my experience on how they delivered a damaged item and damaged 2 pathway lights at my rental and damaged some plants as well. I expressed that I was not happy with the delivery service. After 2 weeks of calling the store and trying to get a replacement sofa nothing was done. I returned to the store trying to resolve the issue with pictures of the damaged sofa. I wrote a email to there customer service center as they do not give you a phone number. After another week I called to see if my sofa was in transit. I was told nothing was ordered. So I was reduced to post on social media meaning Yelp specifically. After that post I was finally contacted by someone who ordered my sofa. 2 weeks later they tried to delivery a floor sample sofa that was damaged and discolored. I took pictures and proceeded to the store once again. At this point I was at my wits end. I demanded at that point to be refunded my delivery fee. I was told by Brandon one of the managers that he would work it out once I got delivered. Finally another 2 to 2 and half weeks later I did receive my sofa new in a box. I then returned to the store for my compensation which I thought just the delivery fee of $139 was not asking much for all my troubles and trips to the store. When I arrived at the store Brandon only sent an email to the same customer service email nothing more. A few weeks later I received a $50 store coupon. To that was an insult as I will not shop here again even with a $50 gift card which is really my money anyway. I am only asking them at this point to return all my money and they can take there sofa back. Also when they didn't deliver with in 2 weeks I wanted to cancel it all but they told me there were no refunds.Desired Settlement: I would like the return of the product and a full refund of all money paid.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers cocnerns to our attention. Please allow me to apologize on behalf of Ashley Furniture Homestore for any inconveiences the consumer may have expereinced in the receipt of their items. In regards tot he compensation the consumer received I can assure all parties Ashley Furniture sent the gift card out of good faith in an effort to apologize for the consumers inconveniences. We do sincerely apologize the consumer was displeased with the offer as we had all intentions of sending as an apology for the experience. In regards to the refund of the delivery fee or the pick up of the merchnadise. Per the consumers details of the complaint, the item was ultimatley delivered in full and in good condition. In that regard the consumer has advised that all services have been rendered in full and the concern at this time solely lies with the displeasure of the compensation offered. We at this time believe that the compensation offered was of significant value and stand behind our intial decision to do so. PLease feel fre to contct me should you have any additional questions or concerns in regards to this consumer. 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 am not satisfied with this result because all along I was expecting to be compensated for the delivery as said by Brandon one of the managers there that was dealing with my situation specifically. It's one thing that we talked about. He specifically stated we will take care of it once I received delivery of my sofa so a $50 Ashley gift card is not acceptable. That's why I'm requesting a full refund and they can take back the sofa and gift card as I will never shop with them again.

Review: I was charged for a warranty and was not suppose to be. I told the general manager before I made the purchase that I did not want the warranty if I had to pay for it..The general manager said that would give me the warranty free of charge,upon review of my contract I realized that there was a charge for the warranty included . I contacted ashley current GM and he said that there was nothing he could do and that I would have to contact the warranty company because he was not the manager who made the sale.Desired Settlement: Refund or reimbursement of $449.99 for the charge of the warranty.

Business

Response:

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]

Review: Furniture was order through this location 10/26 with the verbal agreement and handshake that product would be received prior to Thanksgiving (a large national holiday for family gathering). After receiving 3 phone calls that not all merchandise was ready for pickup I called and asked for the manger on duty to receive (Eddie F[redacted]) who claimed to be the store manager. Mr F[redacted] was short, rude and offered no solution or having all my product available as promised. Mr. F[redacted] lied to me directly and told me he had ensured all my merchandise was ready (12/10) and when I called the delivery company "again" it wasn't ready "huge surprise". I waited 7 days yet again now at 51...51 days to receive 1 small order of 2 sets of furniture and they reminded me I should drive and pick up my furniture multiple times so that they did not "give" my order to another person to fulfill any more orders. I called on the 51st day and asked to speak to the delivery person as I had been promised and assured my order was ready now, I drove 71 miles from my home to get my trailer (2nd trip) and go get my furniture when the delivery person informed me my order was in a (invalid location status) and that the head board for the bedroom set which would NOT allow me to put the bed together at all was NOT ready I then decided I had enough of this company and wanted a refund. The associates seemed nice and polite but the management was a joke and extremely uncoordinated, there reputation to me is tarnished and I wish to never need to step foot in that store again ever. When asked for the District managers name and phone number the actual General Manager avoided my question and made me ask 4 time only to give me a torn sheet of paper to a delivery company..what a jokeDesired Settlement: simple refund 100% please I do not want to conduct any business with this company

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. A in refund in full has been processed per the consumers request. All concerns for the consumer have been addressed and resolved. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer.Best Regards,[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: [email protected].

Regards,

Review: On 12/28/2014 I went to the Ashley Furniture Store in [redacted] this was my second trip to this store location. During my first visit the sales person encouraged me to put a deposit on a number of items to “lock in the price.” During my initial visit, like most shoppers I was there to browse; but I identified a number of items that were suitable. I returned on 12/28/2014 prepared to “lock in the price” – the sales person and I looked at the same items we discussed during my initial visit, while we were walking around the store I was assured that I was not purchasing anything and should I decide to go in another direction there would be no issues because we were just “locking in the price.”

I later decided that I did not wish to purchase the furniture and I wanted to receive my money back ($1,000). I was told that only a store credit would be issued. I exchanged more than 10 emails with [redacted] – I was told on numerous occasions someone would contact me, I did not receive a phone call. I called the store on more than 5 occasions and was told each time that a [redacted] is busy and someone will call me back – I never received a phone call.Desired Settlement: I simply want my $1000 back.

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 pleased to report the consumer has been working with the General Sales Manager to reach a resolution. The consumer has been offered a full refund at this time and all concerns are considered to be fully resolved.Best Regards,[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: At the end of June my family and I moved from New York to Richmond, VA. We went to Ashley furniture to order furniture for our new house. We ordered one bedroom set that was a floor sample ( it included a dresser, a twin bed with a trundle bed under it , and two night stands ) , one queen bed, two twin beds and a couch. The whole process of them delivering the furniture has taken much longer than expected (since we JUST got the queen bed last week, 10/13) and it took 5 trips to deliver everything. There were mix ups with the orders, delivery times and dates postponed, and some items not ordered initially when we were told they were. When I first called to complain about the service the manager (Timothy) and I briefly discussed compensation due to all the aggrevation and headaches this has been. I have tried to call several times in the past Few weeks to get an update about it (as well as an update on our bed that hadn't been delivered yet) and I never heard back from him at all. I have tried calling their corporate offices and have had no success. I am so frustrated and appalled by how this company treats their customers. I am at a loss of what to do now since I have tried to resolve this issue with the company and haven't hang had luck getting it resolved.Desired Settlement: I would like a refund of the delivery fee And at least one monthly payment taken off from my bill.

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 for any inconveniences the consumer may have experienced with the delivery of their most recent purchase. I can confirm at this time all items have been delivered in full and service were rendered on 10/13/2015. The consumer was offered compensation in the form of store credit and did accept the offer to do so. Best Regards,*

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.] I was offered a $100 gift card which isn't store credit. As I said on the phone yesterday I would take the gift card but How is that fair compensation? Why would I want to buy something from their store again after everything I had to go through to get my furniture?

Regards,

Review: I bought a brand new Queen Foundation/Perfect Riser for my daughters bed on 2/12/16 for $249.99 and they charged me 25.00 to have it "brought down" from Fredericksburg!

It hey we're suppose to call me when it arrived so I could come and get it! I had to call them to see if it arrived on Monday the 22nd. They said yes it's here! I told them I injured myself broken ribs, and ruptured disk, I will be sendibd my ex husband to come in next few days.

He went and picked it up last night Tuesday the 23rd. When he got it to house, it was in a mangled used box, parts were broken and it didn't even have proper screws! Then we find out it is a Full size not a queen! They sold me a Used Floor Model, threw it in a broken down box and think that that is acceptable to me! I personal, injured and all, took it back to the store myself about an hour ago and asked for the manager! He had the nerve to tell me, he put it together himself and none of the parts were broken! I said t him, did you not notice the hardware didn't match and it was a Full size not a Queen??? Then I asked him, is it your practice to sell used merchandise as new??? He then said we can get you another. I told him I do not want another one, I want this purchase off my line of credit and I want my 25.00 back that I paid for them to get this here from Fredericksburg! They made the mistake, let them pay the 25.00. He then told me that they don't give refunds they could give me another frame! I do not want another one or anything else from them and I will be closing my account!Desired Settlement: I want the entire amount credited!

249.99

25.00

14.57

Total credit 264.56

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 spoken to the consumer and advised that we will be moving forward with crediting her for the undelivered merchandise per her request. Please feel free to contact me if I can be of any additional assistance. Best Regards,[redacted]

Review: We purchased several pieces of furniture from this retailer on 04/05/14. We paid cash for our items. We were told our items would be delivered within 4 weeks. After the fourth week I called to find out what the hold up was and was told they did not have our furniture. I expressed to them my dissatisfaction and that we needed the furniture before Mother's Day because we were having a function at our home. I was told I would receive a call back. I received a call giving a delivery date for 05/03/14 I believe. On the date of delivery I received a call from the warehouse advising me one of my leather chairs had a rip on the back and they could not deliver it. I expressed again I need my furniture. The young lady I spoke with was named [redacted]. She stated they could repair the chair and deliver it and would exchange the chair when the new one came in, she stated it would take about 3 weeks. I agreed. Upon delivery I noted the repair on the back of the chair as well as scratches and a cut on the ottoman, I called and advised [redacted] of this, she stated she would order a new ottoman as well and they would exchange them out at the same time, I agreed. I never received a call regarding the exchange. I called [redacted] in July, I was told that there had been a mix up but she would call me back with a resolution?? Again no call was received. My husband and I went to the store in mid July and spoke with the manager regarding our concern. He assured us this would be resolved ASAP and our new furniture would be delivered (we purchased a bedroom set for our son at that time and requested all the furniture would be delivered at the same time). August 28,2014 the bedroom set was delivered, I was not present when they brought the furniture in so I was unaware that my chair and ottoman were not delivered as well. I called 09/14 and was told several times I would receive a call back. I never did! I was eventually told in 02/15 that they showed my chair and ottoman were exchanged 08/20/14.Desired Settlement: I never received my furniture!!!! I am requesting a full refund. Finally 02/2015 I spoke with [redacted] a customer service supervisor who advised me they could not find my info. because the company had been acquired by a new company and there computer system has changed. After several more calls I finally received a voicemail from [redacted] at TFT distribution advising me they show my furniture was exchanged 08/20/14 and my ticket is closed (this explains why no one contacted me and why I did not receive my furniture)!! I spoke with [redacted] the Director of customer service in Fredericksburg 08/2015. She advised me they will repair the pieces that are damaged but not exchange the full piece for new furniture which is what I paid for. She advised me that the furniture warranty is expired. I advised her that there cannot be a warranty on something that was never received. She refused any other resolution so at this point I want my money back. Thank you.

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 consumers concerns have remained unresolved as mentioned in her complaint. I have spoken to the consumer and advised we would be pleased to address her concerns with the merchandise in her home at this time. We did advise the consumer that we have no notable conversation with the consumer until most recently when our customer care department was contacted. She was advised due to the lapse in time between August of 2014 and August 2015 we would be unable to identify any further details in regards to the exchange. As well as exchanges offered are time sensitive and we would not be able to honor an exchange at this time due solely to the time lapse before being re-brought to our attention.In regards to the repairs. It is within our company policy and procedures to address any merchandise concerns in home via service, should it be a viable option to resolve all concerns brought to our attention. The consumer was advised we are confident all concerns recently brought to our attention are addressable through service of the merchandise. At this time no services have been rendered as the consumer has not allowed us to move forward in addressing her concerns outside of a full exchange. The consumer was advised that she has surpassed her 1 year manufacture warranty , however, we have all intentions of making this right for her.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,

No, I am not willing to accept the offer from Ashley

furniture. My first question/concern is they are stating I had a warranty on

the furniture that I never received. How is that possible??? No, exchange ever

took place!! [redacted] a customer service supervisor finally advised me back in

February 2015 that my ticket was closed and it showed that the pieces that were

damaged had been exchanged 08/20/14 (this is after repeated request to have my

furniture delivered). I first addressed my concern when my husband and I went

and purchased furniture from Ashley in July 2014. I was told at that time my

new furniture would be delivered and exchanged when our sons’ furniture was

delivered August 2014. I stress this did not occur, the only

furniture received was my sons?? I had an agreement with Ashley

furniture to exchange the damaged pieces for new ones, I would have never

accepted and paid full price for damaged goods. I don’t understand as a

consumer how the burden is now my loss because Ashley furniture did not deliver

my furniture, I have no control whatsoever over their processes or lack

thereof. I feel I should not have had to call repeatedly to try to get this

resolved!!! My new furniture should have shown somewhere in their inventory?? Refund

my monies!This is a list of employees at Ashley Furniture that I have

spoken with regarding my furniture since 07/2014; [redacted](09/2014), [redacted]

(09/2014), [redacted] (10/2014), [redacted] (10/2014), [redacted] (11/2014), [redacted] (12/2014),

[redacted] (02/2015), [redacted] (03/2015), [redacted] (04/2015), [redacted] (06/2015),

[redacted] (08/2015), [redacted] (08/2015).

Review: On March 27th my family and I purchased two bedroom sets, a living room set and mattresses from Ashley. During the time of purchase, we were told that the items were in stock and that they would be delivered on April 3rd. This was also confirmed on checking out. On the day of delivery, the vehicle showed to my residence with 2 head boards and the side rails. All other items were not available for delivery! When I contacted the store the customer service rep ([redacted]) informed me that the items were not in stock. I educated her about what was promised to me and she contacted the [redacted] ([redacted]) [redacted]. He immediately began to work on sorting the issue out - at least that is what I was told. Mr. [redacted] returned my call within the hour to ensure me that he was working on the issue. After, another hour he called me again and stated that the company had to do a split delivery because the order was so big. I stopped him and informed him that they arrived to my residence in a 40 foot [redacted] truck so his explanation was not a reasonable one.

He then chaged his explanation and told me that I had agreed to a partial delivery. This, of course, was not the truth nor was it explained to me during the time of purchase. Mr. [redacted] and I conversed about options to rectify the issues of their unfulfilled promises, items being sold with false intentions of availability, and a gross misrepresentation of professional conduct; however, no viable solution could be agreed upon.

After a disappointing delivery and conversation I asked for a refund of my money so that I can purchase furniture elsewhere. This request was answered by excuses as to why he, [redacted] the [redacted], could not return me my money. Because of this gross negligence I will be forced to remain in a hotel with my family for an additional 5 -10 days before the full delivery of my belongings. I feel that this addittional cost should be absorbed by the company or some sort of compensation should be given by the company.Desired Settlement: Full refund of the money spent at the store. I will gladely take my business elsewhere. Also, there should be control methods in place to ensure that what is communicated between the service rep, cashier, and customer is fully understood by all parties.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We most certainly extend our apologies for any inconveniences the delayed merchandise may have caused the consumer. at this time the consumer is in schedule for today, 4/11/2015 for delivery of the remainder of his merchandise, with the exception of one piece as we are still awaiting it's arrival from the manufacture. We are pleased to schedule delivery of the remaining item upon receival at the distribution center. Best Regards,[redacted]

Review: I purchased furniture from Ashley and was given a delivery date for my furniture. After waiting all afternoon for my delivery, which arrived almost 2 hours late for the delivery time given, one piece of furniture was wrong. I was told someone would contact me the next day. Two days later someone contacted me about the delivery service not the wrong item. I told the survey staff about my wrong item and concern about no one following up to get corrected. Almost a week later still no follow-up from anyone so I contacted the store manager to express my discontentment with their customer service and failure to complete my order. I was assured the problem would be resolved and the next day someone from their distribution center called to get all my order details again. Over two weeks later still no call from the distribution center, the store manager or anyone concerning my missing furniture yet I still managed to get a bill for items I don't even have. Another follow-up call to Ashley Furniture to express my aggravation in the lack of customer service, follow-up and delivery of my order yet expecting payment from me. I was assured a call back before I left work that day and just as all the other interactions with Ashley Furniture...no response.Desired Settlement: I would really like for them to take the piece of furniture I have back and be done with this company. I know I will NEVER do business with them again. If that isn't possible deliver my other piece of furniture and have my delivery charges REFUNDED... I was sold "WHITE GLOVE DELIVERY SERVICE" and that is not at all what I have received from this company. I have spent more time and energy trying to get my order than they ever spent on the customer service they should have promised.

Business

Response:

Good Afternoon,

We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer on several occasions and we have been able to come to an amicable agreement to resolve her concerns. We are willing and able to deliver the remainder of her merchandise, as we have ordered new due to the color variance in the preceding delivery. Delivery date is set for 6/20/14. We are confident at this time we will be able to fully resolve her concerns at that time. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Review: On May 26th I went into the S Laburnum Ave store to purchase a mattress. Salesman #[redacted] ([redacted]) assisted me, I spent approximately an hour trying to decide which mattress to buy. I sat on the [redacted] pillow top both firm and plush before making my selection. I chose the firm pillow top. The mattress was delivered the following day however it was the wrong mattress! The problem is I received the mattress the salesman wrote up, but it's not the mattress he allowed me to sit on for an hour. When I called back to tell them they sent the wrong mattress, I spoke with a man named [redacted]. He informed me that the mattress I sat on was not available and the only one they had was the one I received. He went on to tell me what a great deal I received! REALLY! I got the ole bait and switch. Had the salesman told me that the mattress I picked out wasn't the one I was getting, and had me sit on the only one they had, I would NOT have purchased it. This is my first and last experience with Ashley Furniture. I'm sure it was a quota requirement for Memorial Day. Simply unbelievable... I had to take a day off work and will have to take another day off for them to come and get the mattress.Desired Settlement: I want the mattress I pick out for the price I was quoted or another mattress of the same quality that I choose.

Business

Response:

Good Afternoon,

I have spoke with the customer and have resolved her concerns. Our sales associate made a selling error and sold the incorrect mattress to the customer. I have identified the correct mattress and have ordered for the customer. We will exchange out for the customer once arrives. The customer is fully satisfied at this time.

Regards,

Review: I purchased a furniture set in Dec 13 from Ashley. Furniture was delivered in Jan 14 & we later observed some scratches on the wood trimming. Consequently, the sofa has had to be repaired 2 times already & will require further work. The sofa had t be taken back to the store to have the frame repaired, legs & parts of the wood trimming replaced. This furniture is substandard & should not have been sold for this price. I paid 3K & received thrift store quality merchandise. As much as the sofa has been repaired, I should have been given a new sofa or a sizeable credit to my account. The quality of Ashley furniture leaves a lot to be desired. I will Never make another purchase from Ashley Furniture. I have suffered a great deal of stress, aggravation, & inconvenience from this purchase. This has been a terrible experience that I have never ever endured before. My advice stay away from Ashley Furniture & save yourself from having to endure what I went through. What should have been a happy experience has turned into a nightmare.Desired Settlement: I desire to be given a new sofa or a sizeable credit to my account.

Business

Response:

[redacted]

May 17, 2014

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 bringing [redacted] concern to our attention.

At this time we are reaching out to [redacted] to offer a replacement unit; we do believe this will resolve the concerns she has.

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: I bought a coffee table and a chair at Ashley Furniture Colonial heights on 19 July 2013. They delivered the chair but failed to delivery the table; their allegations were that the table was broken. They failed to provide a bill or receipt for delivering the chair. Two different deliveries have been scheduled for the table but they failed one more time to deliver for the same reason. I believe that they are very incompetent or just playing with customers. Sales representatives and Manager failed to answer the phone or call back to assist the customer.Desired Settlement: I want my money back. They failed to fulfill my desires as a customer and I don't want the table. I have lost many time and money trying to claim and no response from Ashley.

Business

Response:

We have contacted [redacted] , and have approved a refund. Customer issue is resolved.

Review: I ordered a [redacted] king bed set on 1/15 and paid $4654.24. $3500 was due to be financed through their finance company and I paid $1154.24 in cash upon ordering. We were told by the sales rep Billy S[redacted] that it should be delivered within 1-2 weeks. I called on week 2 and were told the products weren't in. I called on week 3 and was told the products were still not in, when they later checked the products were in and a delivery was schedule for 2/12 (4 weeks after initial purchase). I received an automated message on 2/11 stating that our furniture order would be delivered between 8am and 11am on 2/12. My fiance and I had to take apart our old bed, take it to storage and we both stayed home from work on 2/12 to ensure a smooth delivery. At 0850 we recieved a call from Karen at T&T Distribution (the delivery company) stating that our merchandise had been damaged and they would have to reschedule delivery for when the new products came in. I Immediately called back and spoke with Robin who advised us that both our mattress and base had been damaged. Robin could order new products, but said that it could take anywhere from a week to another four weeks before we received our products. We have called around 20 times with little response back. We have spoken to their manager and store manager and have advised that we wanted our order cancelled and our money refunded. We have been told that the store will not offer a refund but rather a store credit. After going through all of this and dealing with their poor customer service, I do not ever want to spend another dime in that store. I have a full timeline of all events related to this purchase and would be happy to provide that if further information is needed.Desired Settlement: I would like the order to be cancelled and my $1154.24 be returned to the card it was taken from.

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 received a refund in full on 2/22/16 for all purchased items. THe consumer advised she was satisfied with the resolution offered and all concerns have been resolved in full. Please advise if I can be of any further assistance in providing additional resolution. 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: I purchased an accent swivel chair on 10/10/15. It was scheduled for delivery in October but when the delivery people showed up to deliver the other items purchased, they indicated the chair was on backorder. I was never informed of this prior to this. I followed up with the Distribution Center every week of November and was told that the item was on order. Finally on 12/04/15, after being told again the item was on order, I called the Manassas location and spoke to Tiffany [redacted]. She informed me that the item was not on order but she was going to order it for me and it will be available within the week. When I questioned why the Distribution Center would tell me that, she replied that she did not know. 13 days later I have not heard from anyone about picking it up or delivering it. I tired calling the Distribution Center and no one picks up the phone.Desired Settlement: I want my chair delivered and everyone to stop giving me the run around about what is going on. I have been very patient and understanding, but I don't have the time to constantly follow up on this.

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 was advised we were unable to successfully deliver the floor model purchased from our clearance center. In the efforts to make this right for the consumer a new item was ordered from the manufacture at no additional charge to the consumer. At this time we have an estimated arrival date of 1/15/15. We are pleased to schedule delivery of the new piece upon arrival to our distribution center. Please feel free to contact me should there be any additional questions or concerns in the interim. 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. Ashley Furniture delivered the item on Friday 01/08/16.

Regards,

Review: My husband [redacted] and I purchased two recliners from Ashley Furniture several weeks ago. When we purchased the chairs were were told 6 weeks for delivery but likely only 2. After several weeks I called and was informed they were on backorder order for another 6 weeks. I went to the store upset I was not told. I spoke to a Manger Amed we could not come to a resolution. I asked multiple times to cancel the order since nothing shipped and it was backordered. He advised permission would have to come from corporate he would email and call me back. I called the following Tuesday and was advised great news I got your chairs. They would deliver them Saturday. Saturday came when I did not hear from Ashley I called left messages nothing response. Finally at 2pm I got Valerie on the phone who advised the chairs were never set up for delivery they were set to pick up. I asked to speak to Amed. Amed advised that there was an error and the chairs were not placed on the truck. He offered a Tuesday delivery. I had to work and was upset that once again I waited all day. I advised I would speak to my husband about pick up and call back. My husband and I decided to go pick them up we arrived at the warehouse and were informed the chairs had not been shipped andirectly were coming from two locations. She called Amed who blamed me saying if you called I would have received told you they needed to pass quality control. An outright lied since we were already told at the warehouse they were not there and in MS. He just kept repeating I should have called back they can't release the chairs. I stated cancell the order I will refuse delivery at this point. He yells he will charge me a 30 percent restocking fee. I don't feel I should have to pay a fee as I asked to cancel when on back order and was repeatedly lied to by managementDesired Settlement: I would like the order cancelled and refunded since there were 53 backorders for the same chairs they can fill one of those I refuse to do business with a manager who would outright lie to make a sale and yell at me for being upset that he did not keep his word and was dishonest.

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 reviewed the consumers concerns and requested and the request to cancel and/or refund any undelivered items has been approved. The consumer was contacted by our customer care department on 4/3/16 to0 advise. The consumer was seemingly pleased with the resolution provided. All concerns for this consumer have been considered resolved in full. Best Regards,Deannie F[redacted]