Ashley Furniture Homestores

Review: Ashley Furniture is accused of fraud, deceptive business practices and repeated violations of a state consumer protection law regulating consumer merchandise. Ashley Furniture must put a stop to the unlawful, deceptive and unscrupulous business practices of selling junk furniture that they know have defects. I purchased a leather power recliner sofa for thousands of dollars. Paid cash and bought the extended warranty. The furniture is rarely used. No children or pets. Less than 90 days of purchase the sofa started to literally collapse. One side totally submerged and the other side on the way out. The tech they sent out to review the piece told us that the company is aware that this piece of furniture has issues and they hate to work on it because the type of filler they use inside is overstuffed and defaults quickly and repeatedly into a collapse stage.

The company refused to allow us a credit to purchase a different sofa and they refused to refund our money. We paid hundreds of dollars additional for the extended warranty. It took 6 months from the time of the first call to get someone out to look at it. Now the company tells us we have to allow them to repair it. This means 4- 6 hours labor in our house, or allows them to take it out and do without anything until they get it completed. In addition we have to take off work, again; very costly. We have already lost 2 days of work and spent 11 hours of time discussing this matter over the last 6 months.

The technician said himself that should we allow them to repair one side it is only a matter of time until the other side will need it as well. In the interim it will continue to repeatedly happen because he seen it before multiple times with furniture that uses this type of filler. He advised we should insist on replacement. We agreed. This sofa is only 9 months old. We did not buy used furniture. We bought new furniture that we believed was from a reputable manufacturer. We will not waste anymore uncompensated time on repairing something that is of junkyard quality. Clearly it’s defective because it collapsed in 3 months. We sat on the furniture less than 12 hours when we first noticed the collapse.Desired Settlement: We would prefer a refund so that we can purchase new furniture. But at the very least we demand a store credit for the full amount in an effort to get a different piece of furniture. We really do not want anymore of this Junk furniture this company sells as new. We want a refund. We were told at the time of purchase that if there were any problems with the furniture with the purchase of the warranty it would be replaced or our money would be returned in full.

Business

Response:

Ashley Homestore

Phone: [redacted] Fax: [redacted]

April 25, 2014

To Whom It May Concern:

This letter is in reference to our customer [redacted] your case #[redacted], regarding the Ashley Homestore here in Fredericksburg, VA.

At this time we have decided the best plan of action to resolve [redacted] concern is to pick up the power reclining Ashley [redacted] sofa for a full refund. Once the unit has been picked up and returned to our warehouse a refund will be issued in the same form of original purchase.

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,

Ashley Homestore

Customer Service

PH: [redacted] Ext. [redacted]

Fax: [redacted]

Consumer

Response:

The pick up was yesterday and it went fine. I just picked up the check in the amount of $[redacted] for a full refund. On behalf of my husband; [redacted] and I , we consider the matter as closed satisfactory.

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 2 queen sized bedroom sets (along with other furniture) and have since misplaced the receipt. The store that I purchased the furniture from originally (R[redacted]) is now closed--and the headquarters does not keep documentation of the warranties purchased from each individual store. Recently, my queen sized bed slat and side rail ledge broke spontaneously and I have been calling for the past week trying to investigate a way to have the parts replaced. I called initially on 10/23 and after hours of back and forth spoke with [redacted] who assisted me in trying to find my warranty information. She was awaiting a return call for the [redacted] region's store to see if they could pull up my information. I have not heard from her since 10/23. Today, 10/27, I called [redacted] to follow-up and [redacted] is not working at this time. However I also spoke with two different associates who lacked all empathy in trying to find out a way to rectify the problem. The initial agent suggested that I could order a comparable part based on my model number and that it was my responsibility to "keep up with the receipt"--when I called back with the information regarding my model number the new associate advised this product had been discontinued. She said it was not possible to order a comparable part and suggested I contact a furniture store. I asked her if there was any way to have it taken care through[redacted], as this was preferable. She declined to look into the matter. I am very frustrated and disappointed that I spent over $5000.00 in furniture and now because I have not kept up with a piece of paper (though we are in an age of technology), there is no trace of my agreement or extended warranty. This is almost like a scam. It would’ve been nice if the store sent a letter to their consumers prior to closing, in case there were any documents we needed to retrieve.Desired Settlement: I would like the slat/side rail replacement parts or something comparable as promised in my original extended warranty.

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I sincerely do apologize this consumer is experiencing concerns with her merchandise. however, upon reviewing her concerns I can not correlate our companies involvement with the concerns she is experiencing with her merchandise. The consumer not only purchased her merchandise in North Carolina, but mentions working with [redacted] as well to resolve her concerns. We are a privately owned and operated business in [redacted]. I do again sincerely apologize, however, the consumer would need to work with the licensee who initially sold her the merchandise. Based on the facts provided in the complaint, I can not see a correlation as to how our company has either been involved with or is obligated to address her concerns. Further more our data base is designed to hold the information of our customer base is company specific. We would not have access to any other companies clientele or receipt information. Please feel free to reach out to me to further discuss.

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.

Upon contacting [redacted] regarding my issue, I was actually directed to contact the Ashley store closest to my current address to discuss the matter. [redacted] suggested that since the store in which I originally purchased the bedding had been closed, another store could assist. When I contacted the store in [redacted] I was placed on hold several times and finally told to call [redacted] again. The customer service department was unwilling to even simply look into the issue. It is my understanding that any Ashley store could facilitate with getting comparable replacement siderails (even in light of the fact that the item is discontinued).

Regards,

Review: received furniture broken that is suppose to be new. the delivery people broke my furniture my bed wasn't put up right and cut my charger cord in half. why they did it. i'm not sure. when I called the warehouse about it they told me they couldn't do anything about so I went back to the store I purchased it from they contacted them through email. I feel through all this trouble and damages is unfair to me as a consumer. I have been treated with disrespect by the warehouse and their delivery hours and days aren't good for consumers. they discredited me as a customer. made me feel like I wasn't anybody on top of that I waited for a month almost three weeks for my furniture, but to received it damage is so not good. I found things on my floor and screws not sure what they belong to. treat liked a trash can I can to clean up after their mess and didn't put my furniture where I wanted it. i'm not a satisfied customer. my bed i'm not satisfied with either.Desired Settlement: I want my total bill to be refunded for all money paid or billed settled as paid effective immediately. I have paid the rac like close to $2000.oo when and if repaired I want it be I get half of my money back and in good standing on my credit report and this store as well. need to take a $1,000.00 off or more not satisfied with my bed either.

Business

Response:

Good Morning,

We have reviewed the customer's concerns regarding her furniture with the customer and have her scheduled for service with our furniture craftsman to complete her part installation on 05/28/14 per her request. We are not responsible for personal property damages not reported to us within 24 hours of the actual delivery date. The signed delivery receipt does not notate any furniture or property damages at the time of delivery.

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.

The consumer called and stated that the repair man came while she was at work one day and she requested that they come after she gets off. She states that the furniture was broken when she got it and she did not damage the furniture.

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.

The consumer called the Revdex.com and stated that after the furniture was repaired from damages during the delivery, she was told the company would look into giving her a discount or some sort of percentage off her balance. She has not heard back from the company.

Regards,

Business

Response:

We recently completed a service call for [redacted] that resolved the issue she had with her furniture. We have not offered a refund or adjustment to [redacted] lease account. We are happy to service [redacted] if she has future issues with her furniture.

Regards

Ashley Furniture HomeStore

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,

Review: They refuse to issue me a refundDesired Settlement: I do not want any of their products. I just want my money returned.

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 offered store credit on the items she no longer wanted to take delivery of. The consumer utilized the store credit on 2/20/15 to reselect on items to better suit her needs. All concerns for this consumer have been considered to be resolved in full at this time. Please let me know if I can be of any further assistance in regards to this consumer. Best Regards,Deannie [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,

I had to sell my store credit of $1066.62 for $700 that's all I could get for it. I put adds in the paper , Craigslist and tried to sell it to customers in the parking l lot. So I lost $366.62.I will do every thing I can to discourage my family and friends from using this store.

Review: I purchased a bedroom set and mattress from Ashley on Broad St., and later discovered some damage to the mattress and one of the dresser drawers. I filed a warranty claim, and a tech was sent to my home. After not hearing anything for about a month, I called and discovered he and his company no longer worked for Ashley (and hadn't at the time of his visit), so a second tech was sent to my home. I finally received a store credit, but had to ask for paperwork pertaining to this claim, as none was provided me. I was sent a one-sentence email -- which thank goodness I had, because on subsequent visits to the Broad St. location, they could not find me in the system, and had no record of my store credit. When I tried to use my store credit (granted, several months later), I was once again told they could not find me in the system, and that I had no credit with them. I produced the email, which they then grudgingly admitted indicated I should have a credit -- but then told me that I needed to send them photos of the mattress, as for some reason they have a notation that I no longer owned it (which is entirely untrue -- the mattress is still in my bedroom; I have absolutely no idea where this originated or why it was noted), and will probably need to have another tech come to my house. They still insist I have no information about my claim, and therefore store credit, and need to essentially begin this claim process again. I told them I was unwilling to take time off from work to have a third technician visit my home, for a claim that was already resolved months ago; that they should have some information on this, and it was ridiculous that me, as a customer, have the sole documentation and information; and furthermore, if an erroneous notation could be made in their system that required this, then they could annotate their system further to correct it. This is where the issue currently stands.Desired Settlement: I want this store to honor my existing store credit, and permit me to purchase anything in the store I wish, as there was no information or explanation about the credit or its limitations provided to me previously. OR, a brand-new mattress of equal value to that in the original claim.

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 been working with the consumer in the efforts to resolve her concerns. Additional information was requested form the consumer due to the time lapse between the original date of offer to reselect and the consumer utilizing the credit. The consumer was offered a store credit/exchange of her mattress on 3/11/15. After the aforementioned date we have no records of the consumer resurfacing to utilize until 8/24/15. Notes were entered into our data base advising the matter to be closed on 8/24/15 due to the mattress no longer being n the consumers home. The consumer to the best of our knowledge resurfaced in January of 2016 to utilize hr store credit. The consumer was advised the credit was no longer valid due to the reasons stated above, as well as because the purchase was done under a previous ownership we did not have records of the specific concerns with the mattress. Our customer care department has advised that we are pleased to assist in the exchange of the mattress should it be defective, however, we would need visual verification of the concerns and that the mattress is in home. The consumer at this time has not allowed for us to obtain any information as to the concerns she is experiencing. At this time we are solely asking for pictures of her concerns to continue to move forward. Best Regards,Deannie F[redacted]

Review: Hello my name is [redacted] and I'm very upset with Ashley Furniture store located at

Ashley Furniture HomeStore [redacted]...I'm in the recovery stages of surgery that I had on July 1,2015..but before I had surgery on June 30th my mom,fiancée and I went to the store to look into purchasing a dining set..we found the dining set and spoke with the salesman by the name of Justin and he went over the pricing...we then advised him that my mother and fiancée will return to purchase the table...there was no discussion in regards to the delivery time frame but was offered to have the table delivered for a $89.99. In which we agreed to pay.. When it came time to purchase the set we were lied to about delivery expectations...I then called on July 12th and spoke to a person by the name of [redacted] and she was completely unprofessional and rude over the phone..at that point I had asked to speak to the mgr and was told [redacted] the mgr would call me back by the end of the day and he NEVER did..I waited 2 days for a call back and never received it..I had to call again and finally spoke to [redacted] and it was then told to me that the table would be delivered the last week of July..which was unacceptable because my mom was retuning back to NY on July 18th.. I had told him that the salesman never mentioned that the delivery was take up to 4 weeks because if we knew that at that time we would have went somewhere else..I then asked [redacted] to refund me back the $89.99 delivery fee in which he promised he would..I waited a week and still have not received my refund...I called the store again and spoke to [redacted] and he said he was surprised that I didn't receive my refund as of yet and was going to call and find out..and call me back...HE NEVER DID!! I had to call him again on 7/28 and it was then he told me he wasn't giving me my refund back as he promised and then he told me that I wasn't going to receive my set until August 8...I have emailed the corporate office and also placed a call to the corporate office in Fredericksburg, VA and left a msg and I haven't heard anything as of yet...I just want my delivery fee refunded back to me because they lied to make a sale and the mgr promised me a refund and then changed his mind and when I asked him for the name of his mgr he REFUSED to give me the information..please help me with this situation and I'm not pleased AT ALL..thank you

Sent from Yahoo Mail for [redacted]Desired Settlement: I would like the refund of my delivery as promised by [redacted] the mgr

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I did have the opportunity to speak to the consumer prior to receiving the business complaint. I did review her concerns with her and was able to schedule her for delivery on 8/5/15. I advised the consumer the items were arriving earlier than originally advised in which she was seemingly pleased that we were able to deliver the items sooner than expected. I have also advised myself as a point of contact should she have additional concerns with her purchase so that I may personally address.In regards to the delivery fee. I did advise the consumer that we would be unable to refund the delivery fee at this time. While I do empathize with her concerns of the delay of delivery, ultimately we will be able to render the services of delivery in full upon her scheduled delivery date of the merchandise. I would, however, be pleased to extend the offer of a gift card to Ashley Furniture Homestore to be used at a later date for any inconveniences the delay in delivery may have caused 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,

I am not accepting this offer due to the furniture was delivered damaged and dirty..,I want my delivery fee refunded back to my card...I do not want any gift card from that store because I will never shop there again..the furniture was delivered on 08/05 in poor nasty conditions..I have pictures

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to extend our apologies that the consumer was not satisfied with their most recent delivered merchandise. I have advised the consumer we are pleased to offer to exchange any merchandise the consumer was displeased with at the time of delivery. The consumer has requested four new dining chairs to be ordered and exchanged for items currently in home. The consumer was advised on 8/5/15 new items were placed on order and her request would be honored. I have advised the consumer via email on 8/7/15 all items are currently available and we can schedule for redelivery at the consumers earliest convenience.In regards to the refund request of the delivery fee. I did advise the consumer we would not be honoring the request to refund at this time. While I can empathize with the consumers concerns, all delivery services will be rendered in full at the time of exchange. The consumer was advised that the delivery fee is applicable as this is a service to be rendered and we have all intentions of honoring our commitment to do so. As previously advised a gift card was offered to the consumer as a sincere gesture to our appreciation of her business. We do apologize that this was ill received as we do value our customers and their experience with Ashley Furniture. Should the consumer choose to accept this offer we would be pleased to oblige at any time.Best Regards,

Review: My husband and I purchased a couch from Ashley Furniture store on January 18th. We paid $737 and was told our couch would be delivered at the end of February 12th. That was about a month after the purchase date. We have yet to receive our couch. We have called three times a week since February 12th to see where our couch is out. Today we were told they are unsure when the delievery date is. We have paid over $700 dollars for a product we have not received.Desired Settlement: I want a percentage of money back for each day it is not here. We are heading into the month of March and we still have no furniture. We have nothing in our house and this is delaying so many other projects we are trying to complete in order to sell our house. I am not happy and will be contacting our bank next if this is not resolved within the week.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to or attention. Upon further research I have found that all merchandise was received on 3/6/2015 and services are considered rendered in full at this time. Should the consumer require further assistance I would be more than happy to assist.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10460651, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Even though the items were delivered on 2 months after purchase it was horrible service. We were constantly getting the run around. You have HORRIBLE business practices. We were told we had to pick it up in Fredericksburg even though we stated we were picking it up from Colonial Heights. We then had to wait a few more days for it to be delivered to Colonial Heights. We will never, EVER purchase from Ashley Furniture again and will make sure others do not as well.

Regards,

Review: I purchased a [redacted] from Ashley Furniture on 9/5/14 and it was delivered on 10/17/14. After sleeping on the mattress for several nights, it caused distress in my back and I called Ashley in an attempt to exchange the mattress. My salesman, [redacted], told me that if I was not satisfied with the mattress, I could return it several times during two visits to the store. After speaking with [redacted] about the problem I was having with the mattress, he told me to call the customer service representative, [redacted]. When I spoke with [redacted], she said she would have to speak with the [redacted] and have him call me back. After a weeks time having not head the store [redacted], I called back. The [redacted] put me on hold and said he had to speak with [redacted] He came back on the phone told me if it was not in the contract, there was nothing they could do. I feel as though I was the victim of false advertising and smooth talking to make a sale.Desired Settlement: After having paid over $1600 for a product that is not working for me, I believe the store should honor their verbal promise to exchange the mattress to a product more suited to me or credit the funds spent back to me.

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 reviewed the consumers concerns as well as researched the details of their correspondence. Please allow me to apologize to the consumer for not receiving immediate attention and/or answers to their questions regarding their most recent purchase. Based on my findings this is a comfort concern and not to be of defective merchandise. Had the merchandise been determined to be defective, we would exchange at no cost to the consumer as that is covered under the manufacture warranty.We can accommodate the consumers request to exchange the merchandise. However, they will be responsible for a 30% restocking fee and must spend equal or greater value to the original amount for the reselection per the terms and agreement brought forth at the time of purchase. We will be happy to take the necessary steps to move forward per the advisement of the consumer.Best Regards,[redacted]

Review: Purchased 2 sofas through financing for $3,885.80 on 5/10/2014. Upon delivery, on 5/31/2014, noticed that hey were damaged, and took pictures. I offered them three options:

1- Swap furniture

2- Give me 50% off on the first set

3- Take them away and credit the payments made so far

They called a person to appraise damages, and was offered by Ashley Furniture Management to swap for new furniture. Upon Agreement, they delivered the second set of sofas on 7/9/2014. Upon arrival, these were also damaged from factory. I spoke with delivery guys to ask what should they do. Their manager called me back to state the she would "Charge me a 25% Re-stocking fee". The store manager called me and stated he would charge me 25%.Desired Settlement: I demand that NO RESTOCKING FEE would be charged, and that they refund the $150.00 made on 6/13/2014 through electronic check. Documentation an pictures available upon request.

Business

Response:

We value our customers and we want [redacted] to satisfied with his purchase. Our Terms of Sale state : All cancellations or exchanges will incur a fee equal to 25% of your purchase price.

We offer [redacted] the option to receive an even exchange on his furniture with no fee or receive full credit in the form of a store credit or gift certificate.

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 management has had ample opportunities to redeem themselves for their false advertisement of being able to provide high quality furniture, for the amount of money agreed. The two times that furniture was delivered to my house, (once the original, and a second time for the replacements) they all were damaged from the factory, with obvious flaws that would indicate carelessness and neglect.

Upon speaking with several members of management, the first two, the lady in charge of the delivery department, and the store manager, both were extremely demeaning, patronizing and obtuse to the fact that we were not satisfied due to the furniture arriving already damaged to our doorsteps.

I realize that they have a policy of charging 25%, but they also have a policy of customer satisfaction, and upon reading their track record from all their customers that have been duped and cheated by Ashley Furniture, I have no other choice but to purchase items from their competition.

My Lawyer has been keeping track of all of these transactions, and has advised me to give the Revdex.com an opportunity to settle it this way.

All I want is for,

1- Ashley Furniture to cease and desist of charging me with a 25% re-stocking fee (in writing).

2- Refund the $150.00 already paid towards the account. This payment was done before the arrival of the first set of damaged sofas.

Failure to comply with these two items above (in a timely manner) will force me to proceed with Legal Actions in a Court of Law, due to negligence, the unlawful promotion of emotional distress, and the false advertisement towards the delivery of purchased or financed goods; very likely, some other items my Legal Counsel will be able to come up with as well.

Regards,

Review: We purchased furniture from there apparently on a 24 month "interest deferred" promotion. We paid on time and actually paid over our balance each month. But because we didn't pay if full in 24 months they charged us roughly 74% interest from the initial amount. Now my balance is the same as it was WHEN I BOUGHT THE FURNITURE two years of payments ago. This can't be legal. If it is, I'm ashamed that people do this to people just trying to furnish a house but don't have the cash to do so. Little man gets his [redacted] handed to him again.

No one bothered to explain that it was deffered interest and the millions of pages of documents in our contract...I'm not a lawyer. They should have to explain this to everyone and anyone who goes in to this store. Face to face. Not in a huge contract no one would ever read.Desired Settlement: After talking with the bank and the store, the only outcome they offered is to pay off the balance. I'm sorry, I don't have $1265 laying around. I work for a living. I'm happy to pay my balance with a reasonable interest rate applied to the balance when the promotion ended.

Please help me. I can't afford to pay $145 a month for the next 17 years (their estimate).

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 research we did find the original purchase dates back to prior ownership of that location. Due the original purchase not being made with our company we our unfortunately not privy to the consumers original invoice. However, based on the consumers concern for financing terms and conditions we would need to advise the consumer's claim be redirected the finance company G.E. whereas the terms and conditions of the financing contract was entered into. Ashley Furniture Homestore neither owns nor operates the financing company in which the consumer has expressed concerns with. Please advise if I can be of any further assistance in directing the consumer with their concerns. Best Regards,Deannie F[redacted]

Review: We ordered an [redacted] Sofa, Love seat and Chair. We paid in full and were told it would take 6-8 weeks for delivery. When the set arrived on Jun 10th, we noticed that the love seat was damaged on the arm (leather was wrinkled badly and there was less filling) and got in touch with our sales person. She recommended that we take delivery, but that we also put the details about the defect in the delivery confirmation sheet - that I was meant to sign - so that it could be exchanged. The customer service got in touch with me, asked for photos of the defect (we provided them immediately) and then told us the replacement would take another few weeks - it would come in on Aug 3. When the day came and went, we contacted them again and were told that the product delivery did not happen so it would be even longer and that we would most likely get the love seat sometime during the first week of Sep. When they finally came to deliver the exchange piece on Sep 2, it was in an even worse condition. We had to refuse delivery. We contacted customer support, and were told the matter has been escalated to the director of customer service. That was the last I heard from them.

I have already sold my old sofa and the other alternatives we were looking at before settling with Ashley are no longer in store. Meanwhile, we are now stuck with a defective love seat we paid good money for.Desired Settlement: Ashley furniture homestores should exchange the defective piece as soon as possible. On the other hand, they are yet to reach out to me about this issue.

Business

Response:

Good Morning,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to report that we were able to complete a successful exchange of the merchandise on 9/30/14. I have spoken to the consumer and he has confirmed that the delivery went well. At this time we feel we have been able to fully resolve this consumers concerns. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Best Regards,

Consumer

Response:

In reference to complaint ID[redacted], the company exchanged the product. If the product does not hold up to the quality as promised, I can get back to you at: [redacted]

Regards,

Review: In Aug '14 we purchased a reclining chair & couch, 2 tables & 2 warranties. Delivery was in mid Sept. By Dec we knew there was a definite issue with both the couch/chair. Went to the store (Winchester) where purchased & were told that we had to deal with distribution. Spent the next month calling distribution & playing phone tag. Finally had a tech come to the house in Feb 15. Were told that the couch was not built properly & chair needed to be completely re-stuffed. Spent Mar, Apr, May playing phone tag trying to get something done. In June we were told that since the furniture was in our home to long that it could not be replaced - would have to be fixed. Of course it would not have been in my home too long if something had been done right away. Furniture finally picked up and chair re-delivered just fine. The couch has been another issue. Couch returned looking worse than it was and STILL not fixed. They took it back. Re-delivered again a month later - same couch, not fixed, was supposed to be new. Wasted a whole day to find out it was the same couch I had already refused. They took it back again. Now we're into Aug '15 and delivery was 3 days ago. New couch brought in, hooked up and tested. Left side worked great, right side went CLUNK. Delivery guys tried fixing it and could not. They packed it up and took it back. So now I'm at the end of Aug with still no couch in my home. I paid good money in cash for furniture to be in my home and all I have is a chair. I get run around after run-around. We play games with sending email to my work when they know I'm at home. Or calling my house when I'm at work. They have all my numbers and all my emails and we're still playing games. I'm done with this. My patience is fried.Desired Settlement: I will keep the tables and chair, but I would like the refund of the couch and two warranties that were purchased. I will never have anything to do with this company again after that.

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 research of the consumers concerns we have extended the offer to the consumer to refund of the sofa that remains undelivered at this time. Our customer care department has reached out to the consumer to advise the request to refund has been approved. Please let me know if I can be of any further assistance in resolution to the consumers concerns.Best Regards,[redacted]

Review: I purchased and entertainment center 10/13/14 which consisted of four separate pieces. Left & Right Piers, a Middle and a Top. When this was originally delivered to me, not only did my walls get damaged in the process but the two piers were assembled incorrectly. I contacted the delivery department and was in touch with [redacted]. I emailed photos and she determined that two new piers be ordered and redelivered. Months went by and after the second attempt of delivery the piers were again assembled incorrectly at the warehouse and I was back in touch with [redacted]. By this time it was now near the end of March 2015. I asked her for a discount to be given because I was going back and forth with the same result. She said that she didn't have the authority and would have to get in touch with the Director of Customer Service ([redacted]). After weeks of not hearing back, I again contacted [redacted]. She emailed back and stated to me she hadnt heard back from [redacted]. Finally I received a phone call from [redacted] and had to explain to her the situation. She offered to me a $25 gift card which I was completely insulted by and said I just wanted the furniture I originally purchase to be re-delivered to me and properly installed in their warehouse. She again put in a new order and was set to be delivered to me on 4/4/15. When this delivery came, I again experienced the original issue. The piers were again assembled incorrectly. I contacted [redacted] and she assured me that these were new piers. I told her that this was conflicting because I had pictures of the piers previously delivered and that these were identical to them. She insisted they were new. I again told her I was dissatisfied and that I was going to settle with what I had because after all these months I was tired of going back and forth trying to get this resolved. I suggested to her that I should be refunded or given some kind of credit and to date have received no response from her or anyone at Ashley.Desired Settlement: I feel I deserve a billing adjustment due to the lack of competence of the warehouse, the unprofessional ism of Ashley employees and the longevity of the situation (roughly 8 months). I had to settle with the furniture although still being assembled improperly by the warehouse. I have been in contact with the corporate office, physical warehouse, and managers at the original store I purchased from and to date have yet to receive a response or resolution to this matter.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please allow me to take a few moments to provide further information as to how we addressed the consumers concerns in regards to her piers and the service we provided in addressing her concerns.Original delivery date to the consumer was on 11/18/14. Shortly after the consumer advised she was displeased with her piers as the doors were not opening/closing in the preferred direction and believed them to be incorrectly installed. Please keep in mind that is in the manufacture design of this product for the doors to be interchangeable for consumer preference purposes. An exchange was offered to the consumer at that time as the consumer remained displeased with the original delivered items. The exchange on 12/18/15 was refused due to the pier doors having the same concerns as before. In turn a technician was sent to her home on 2/11/15 to assist in making the proper adjustments to the pier doors so that they meet the consumers needs. The consumer was displeased with the advisement to have the doors adjusted in home and requested new to be ordered. The request was honored and we attempted to exchange for new on 4/4 and again on 5/1. Both attempts to exchange were refused due to the same concerns as the consumer did not want the doors installed prior to delivery. It was ultimately advised to the consumer the pier doors were installed at factory level, however, we would be pleased to adjust the doors prior to delivery. The consumer requested new to be ordered again and the request was honored. New items were ordered for the consumer and were delivered and accepted by the consumer on 6/11/15. All services were considered rendered in full at that time. In regards to the offer to extend a gift card. We do apologize the consumer was not pleased with our offer. However, it was offered with all good intentions to the consumer as a courtesy as she was displeased wither experience.We do apologize the consumer remains displeased that further compensation was not provided. However, we do feel we have done everything within our power to address the consumers concerns in a timely and professional manner in an attempt to exceed her services expectations. At this time all concerns brought forth from this consumer have been considered fully resolved and services rendered in full. Should the consumer have any additional concerns with her purchase we would be our pleasure to provide further assistance.Best Regards,[redacted]At this time we here at Ashley Furniture Homestore have done everything with in our power to address the consumers concerns in a timely and professional manner to ensure customer service expectations were exceeded at all points of interaction. All concerns are considered to be fully resolved at this time and services have been fully rendered. Should the consumer have any additional concerns with her merchandise it would be our pleasure to further assist her in any way we can.Best Regards,

Review: I have bought a sectional and I it has 2 problems. It is sinking and the cushions are flat. I have contacted Ashley Customer Service Care and the service tech came out. He did agree the repairs needed to be done and the cushions needed to be fixed. I was first informed by customer service that furniture would have to be taken out of my house and it will take 10 days for repairs. This could not work with me because I have a newborn and I can't be without a furniture for that long of a time. I was informed my issue will be forwarded to [redacted] and she will contact me. I never received a call from [redacted] so I went to the store in Sterling directly. [redacted] and [redacted] both attempted to contact [redacted] and she told them she would call me but she never did. After complaining again [redacted] finally emailed me. In meantime I received a part I never ordered in the mail. [redacted] said she could pick up the furniture and have it back in my house in 2 days. She also wanted the pictures of the part. I have sent her pictures and since my concern is being without the furniture for prolonged period of time I wanted to be reassured if it will take prolonged period to fix it I needed to have furniture in my house. I got the answer from [redacted] that she is not concerned about this until it happens. This is not acceptable for me because if I don't have furniture in my house I cant be worrying about the alternative then. I asked to reselect something else. I was told I could reselect but would be charged 30% restocking fee on my furniture and new furniture. At this point it became clear Ashley will do what is best regarding the business and the profits. Ashley does not care about satisfaction of the customer nor the inconvenience. I have went to Leesburg store and [redacted] has tried to help out but so far no results. Ashley keeps prolonging the issue and asking for additional pictures which I have sent. I have not heard from them anymore.Desired Settlement: My furniture needs to be repaired or exchanged. If it will take prolonged time to fix it I need to reselect something else without restocking fee because it is not my fault furniture has failed to live up to the expectations.

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 been corresponded with the consumer on several occasions in an attempt to address his concerns with his merchandise. A technician was sent to the consumers home and did advise on parts required and the repairs would need to be in shop so as to not disrupt the consumers home. Please see below for the dates of correspondence with [redacted]. email correspondence available upon request. 1/28 left messages on both numbers provided by the customer at the time of sale 1/28 corresponded via email, where as he was offered a afternoon pickup, next day service and an am drop off the following day 1/28 consumer advised he felt incorrect parts were ordered by the technician/service rep and additional pictures were requested at that time for review so that I may ensure further parts were not needed for service, as well as reiterated I would do all with in my power to expedite the service as promised. I did advise the consumer that I would not be able to advise on unforeseen events that may delay time needed for service for events such as inclement weather as suggested by the consumer 1/29 pictures were again requested as one of the consumers main concerns was the possibility of incorrect parts ordered. 1/31 consumer contacted our Leesburg location, unrelated to the store of original purchase seeking alternative resolution. At this time I did involve upper management to ensure there were no further alternatives we could offer the consumer as we had not been able to reach an amicable agreement in regards to servicing his merchandise at that time 2/3 consumer was contacted via email to advise secondary alternative of reselection. The consumer was advised restocking fees would be inclusive as we remain fully confident all concerns will be resolved at time of service. The consumer remained displeased. In this correspondence pictures were again requested. 2/5 customer contacted the store for advisement and to seek further resolution. Whereas the GSM spoke to the consumer to request pictures so that we may move forward with addressing the concerns 2/6 Store forwarded pictures on the consumers behalf 2/7 Additional parts were ordered for the consumer and the store was advised upon doing so.At his time, the additional cushion cores fro all 3 pieces of the sectional have been ordered from the manufacture per the consumers request to readdress parts on order. Shipping from the manufacture may take upwards of 2-4 weeks as these items are ordered specifically for our customers and are not kept on hand. Upon receipt of the additional parts we will be more than happy to schedule the consumer for service for in shop repairs. We also would be happy to pick up only one or two pieces of the sectional at a time so that the consumer may have use of the merchandise while repairs are taking place. 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 have reviewed a response from Ashley's and they have stated some information that is incorrect. They have been doing this to me since the beginning of my complaint. The letter states 1/28 I was contacted on both numbers. This is not accurate whats so ever. I only left 1 number on my sales receipt. That is my cell phone number 703-999-6322. I never received any calls on the 28th on the number provided. I was never called until I had to drive to the Sterling store twice and get a [redacted] and assistant manager [redacted] involved. I made a visit to [redacted] store because once I expressed my concerns about the repair I was never contacted again. Since both stores are owned by the same owner and Leesburg is closer to me I had to go in again to see what is happening due to lack of communication from Ashley. All the pictures I was asked to send I did send. I have sent pictures of the part I received 3 times. I have cc'd [redacted] on all of them. I never received a response on what is happening regarding the parts because the one in my house is not going to fix my furniture. I made sure Ashley was aware of this. And nobody ever told me why these parts were ordered in the first place because we never agreed on the repairs. I was advised by [redacted] from Leesburg store that parts are all ordered and are in the warehouse waiting for my pictures of the sectional to be sent. This was never confirmed to me. I still did not understand why I have to send pictures of the sectional after the tech came out. But I have sent them anyways to [redacted] and I have never heard from anybody anymore. Why was I not contacted once I sent pictures as you have requested ? Why am I hearing it here about the cushions. No communication from Ashley at all.Ashleys did offer for me to re select however at a 30% restocking fee on new and existing furniture plus a delivery fee. Why would I have to pay restocking fee on the new items plus my items and delivery fee when furniture is under warranty and has failed. This is not my fault.Biggest concern I have is being without a furniture for prolonged period of time. I have a 3 month old baby. I have stated this to [redacted], [redacted] and [redacted]. Picking piece by piece will not work because that would require somebody to be home 6 times. That is impossible to arrange.Second option was for everything to be picked up and repaired in 2 days. I told [redacted] since my concern is being without a furniture and Ashley is guaranteeing a repair in 2 days I am willing to accept the repair only if Ashley will give me new pieces or allow me to re select if turns out furniture will take extended period of time to fix. This would reassure I am not left without furniture for prolonged period of time. Ashley never responded to address this.Ashley is unwilling to recognize the problem in this instance was caused by furniture not living up to the expectation. However they are trying to cut corners and prolong this in any way possible and blame it on me instead of trying to fix it as the furniture is under warranty. Regards,

Review: I purchased all the furniture I need at this location 5 years ago. My wife and I were told by the sales rep that if we did not place a claim on the warranty within the 5 year period, the warranty fee would be refunded. That is the only reason we purchased the warranty. We have no need for more furniture so a store credit does us no good. We would not have purchased the warranty to receive store credit in the future. The warranty costed $249.99.I went last Saturday to obtain the warranty refund for no claim was placed against it. The customer service desk person said that the warranty is given back as a store credit. The sales person told us a refund would be given and not store credit. We don't need any more furniture so a store credit does us no good.This bait and switch tactic by the store is unacceptable! We desire our warranty refunded to us as was instructed by the sales rep. Our decision was based on the information relayed by the sales rep.Desired Settlement: A refund check for the full amount $249.99.

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize the consumer feels he was led to believes his [redacted] would be refunded outside of a store credit. It is our written policy that [redacted] be refunded in the form of store credit. However, we will be more than happy to look further address his concerns. Please advise the consumer we would need to review any paperwork or contracts he may have in regards to his [redacted] policy to move forward.

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.

Hello Revdex.com,

Review: On March 24th, 2014, my husband and I purchased 1 mattress, 2 box springs, and an upholstered bedframe/headboard from the Ashley Furniture HomeStore located in Woodbridge, Virginia. When the items were delivered in the middle of April, the mattress and box springs were sealed in plastic. The bedframe and headboard were not. There was no packaging or plastic on them, and there was a hang tag marked “returned.” My husband asked the delivery person why it was returned and what was wrong with it, and the delivery person responded that the items were fine and they were not damaged. We checked them over twice for damages and found no visible signs. We were assured that there was nothing wrong with the bed frame or the headboard even though it had been returned by someone else.

About two weeks later, I woke up with itchy red welts on my fingers, similar in appearance to hives. Since I have had hives before due to allergic reactions, I brushed it off, thinking I ate or touched something I was allergic to. Over the next month, the welts became worse, spreading up my arms to near my shoulders. I only had new welts in the mornings after waking up. My husband works overnights and does not sleep in the bed at night, so he did not have any of these welts. Because he did not, is the main reason why we thought that I was allergic to something which was causing me “hives.” Two months after the start of the “hives” I had hundreds of them between both arms and hands. I started to have severe headaches as a reaction and had to miss work numerous days. I am also pregnant and thought they were possibly a reaction to the hormones, but my doctor ruled that out, and when my husband started to sleep during the night, he was waking up with them too.

That was when on June 23rd, we realized that they could be bed bug bites. We had slept in our guest bed Friday and Saturday night and neither of us had woken up those next mornings with new welts. However, we had slept in the Ashley bed that Sunday night and when we woke up Monday morning, we were both once again covered in these itchy red bumps. We checked through the bed frame, mattress, and headboard and found the headboard was infested with large bugs. We immediately called Ashley Furniture to alert them to the problem and an exterminator.

I spoke to the Customer Relations Director, [redacted], on June 24th, and she stated that Ashley Furniture does not generally believe it gives bed bugs to anyone because all furniture is new and packaged. However, our bed was not new or in the package. She stated she forwarded our pictures and information to the people necessary and promised to contact us with a solution within 24 hours but has not done so. It is impossible to contact anyone in the store.

The exterminator searched the house with a canine dog on June 25th and found bed bugs only in the headboard. There were a few migrating toward the mattress since they are now reproducing rapidly. He explained that they were adult bed bugs, which take between 2 and 4 months to become that life stage. Since this is the exact timeframe that we had the bed and that it was delivered as a return and not new, it is only logical that the bugs were transported into the house as eggs or recently-hatched eggs. Since they are nowhere else in the house, it is highly unlikely they originated anywhere else but the headboard before it was delivered. Additionally, we had not travelled between those months we received the furniture and when we realized it was infested with bed bugs.

We want to make it extremely clear, since I was not allowed to on the phone, that the headboard was delivered to us without packaging and with a return label on it. These bed bugs were brought into our house with the opened, unsealed headboard this company delivered to us. We now have a $2000 extermination bill, along with weeks of washing and packaging every item in our house. When the treatments start, we need to spend six hours out of the home with our pets. We just moved from out of state, so we have no friends or family in the area and will have to spend even more money figuring out what we can do and where we can go.Desired Settlement: We are seeking payment for the extermination services, a refund for the products, and delivery of new (with proof) sealed merchandise.

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thankyou for bringing this consumers concerns to our attention. While we do empathize with the consumer's concerns, we do not believe by any means the bed bug infestation she is experiencing is directly correlated to her purchase from our company. I spoke to the consumer on 6/26/14, the date the consumer brought forth the concern to our attention. I advised her that all merchandise is ordered new from the manufacture and delivered new to each of our consumers. I would also like the record to show the consumer received delivery of the merchandise in question on 3/20/14 and did not report any concerns of bed bugs until 6/26/14. During our conversation on 6/26/14 the consumer did not make any mention of the syptoms beginning after delivery or at any time soon after. I also advised the consumer that bed bugs have numerous means of transportation to your home. They can enter via your bags, such as luggage or purses. They can even make their way into someone’s clothing. They can make their home in furniture or even reside within the cracks of walls and holes in ceilings. They can live and even thrive in boxes. A simple visit to an infested place or home can result in the quick spread of bed bugs to a location. They can navigate the pipes of large buildings and live there. They can live comfortably in heating and cooling vents as well. When areas are treated, they’re adaptability allows them to quickly relocate to another untreated area with little difficulty. People who may have a bed bug problem at their apartment complex or home can introduce their problem to a larger group of people using community laundry facilities. They can easily be transferred to bedding, linens, and clothing unknowingly.

Again, I do empathize with the consumers situation, however, at this time based on the above information we can not accept liablity for bed bug infestation. Please feel free to reach out to me should you require any further information in regards to this consumers concerns.

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.

The statements made by the company are inaccurate. If I were allowed to explain on the phone the entire situation, which I was not, the store would understand the bed bug bites appeared immediately after delivery of the furniture. We did not know they were bed bugs until June. When the furniture was delivered in March, the headboard, footboard, and bedframe were unpackaged. The headboard had a "return" label on it and one of the drawers in the footboard had a "damage" tag in it. We were assured there was nothing wrong with it by the delivery person and did not see noticeable damage. Therefore, we did not receive brand new furniture as the store claims. From April to June, we were being bitten. As soon as we discovered bed bugs on June 23rd, we contacted the store immediately, not June 26th. On June 24th, we were promised a call regarding a solution to our complaint within 24 hours, but did not receive one until June 26th.

It is not a coincidence that immediately after the arrival of an opened, upholstered headboard, we started to get bed bug bites. The pest control company's canine dog found bed bugs only in the headboard. Again, that is not a coincidence. While were explained how bed bugs live and travel (which we already knew) they were not found in any other location in our house and were not brought in on luggage (which was not used at this time) or clothing. The facts are that whether the store will admit it or not, we were not delivered new merchandise.

Regards,

Review: This complaint is regarding three pieces of sofas that we purchased in March 2013.We paid $2300 for them after we realized that they should not have cost so much because they have caused us so much neck and shoulder strain in an unimaginable way. The sofas look and seem comfortable at first because all the pieces are interchangeable and can turn into reclining positions and then be collapsed back again when desired, and that was the reason we were tricked into buying them in the first place, we thought they would be comfortable and relaxing. The issues with neck and shoulder started after a few weeks of purchase and the pain would not go away for days. My wife and I both started complaining about how our necks are making us so miserable and so we thought it was just us, and we did not pay attention so much, but after 4 or 5 incidents of neck and shoulder pain, I knew it had to be the sofas because that had never happened to us before and also I did tell my wife how we can't sit still and relaxed on those sofas for long because they just did not make feel relaxed and comforted not matter what we did, even when changed them into reclining mode; I suspect highly that the rough wooded back of the sofas that extend all the way up to and above the head causes all these pains and strains because the rear of all of the pieces of sofas are so hard and elongated that it leaves no room and cushioning for the neck to move and bend around comfortably. But our biggest issue is with the Ashley's Furniture customer service and their warranty issues; they are refusing to change the furniture for a brand equal to current ones that could at least not compromise our health. Their 5-year warranty does not cover health-related issues and they are absolutely impassable and un-negotiating. I am really concerned about our health and these sofas are adding to our medical bills and it's very unfair we paid such a price for such a bad quality and on top of that Ashley's does not want to take responsibility for bad productsDesired Settlement: We would like to replace the sofas with a different brand equal to what we paid originally and we want to choose them ourselves and carefully this time. Our necks and shoulders are really causing us so many problems that we ask Ashley's to recall this brand and type of sofas because they are definitely a hazard and risk to consumer's physical health, not to mention the electrical issues we have had to deal with on a piece. We are very honest and companies should not take advantage of customers.

Business

Response:

Ashley Homestore

August 30, 2013

To Whom It May Concern:

This letter is in reference to our customer [redacted], your case # [redacted].

[redacted] mentioned in his Revdex.com letter his concerns regarding comfort, unfortunately our manufacturers do not offer comfort warranties. The Ashley products come with a one year limited warranty; some parts such as the mechanisms are covered for five years. At this time to insure there are no manufacturer defects with [redacted] furniture we have sent a certified technician to his home for inspection. Upon inspection our technician did note the center seat on the Ashley [redacted] sofa has a broken spring in the seat box, we have placed that part on order as for the other two units in the home they are within factory standards. The customer has been directed to give us a call once the parts arrive so our technicians can install them and complete the repairs. Per [redacted] the concern is the unit sits high in the back and overtime they have realized this is uncomfortable. This unit is manufactured with high backs and there is nothing our technicians can do to change it there seems to be no resolution regarding comfort.

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,

Ashley Homestore

Customer Service

[redacted]

Review: February 18, 2016 Ashley Furniture Store Corporate Headquarters ATTN: Mr. [redacted], CEO 1 Ashley Way Arcadia, WI 54612 608-323-3377 Subject: I purchased the [redacted] with four leather chairs during 09/04/2013. All four leather chairs seat cushions self-destruct and flat as a pancake before the beginning of the second year.I live alone, most responsible, no children visit here, and no grandkids. Dear Mr. W[redacted],I served my country honorably for twenty consecutive years in the military. I retired honorably eleven years ago. I weigh 195 pounds and the chair should support my weight. I read Ashleys Salute to our military: Monuments are constructed and displayed throughout the walk to honor those leaders and veterans who fought to give us the life and freedom we enjoy every day. I supposed those honors remain only there because it has not reflected any respect on my purchases from your company. I am also 100%, totally, and permanently disabled from military connected disabilities. No problems. My primary complaint is about the extreme poorly constructed quality of the Theo Square Table Set. The four leather chairs seats self-destruct by deflating. I have filed claims about the same problems before with the: Ashley Trivette Distribution Center 9351 NE Drive Fredericksburg, VA 22408 540-834-0740 The management staff and employees have always been most courteous and professional. The professionalism and courtesy failed today (February 18, 2016). I was shocked that the office at the Ashley Trivette Distribution Center Claims Department Manager would not answer her phone. I called at 9:30 am, 10:00 am, 10:30 am, and my final call was 11:00 am. She refused to answer her phone!!?? The Receptionist always answered the phone and transferred it to the Claims Department. All three transferred calls went immediately to the Claims Department voicemail. I asked the Receptionist to please get the Director of Management to speak with me on the phone. The manager from the Claims Department came to the phone three minutes later. I reiterate three messages were recorded on her voicemail. That manager had obviously reviewed my messages and told me that my one year contract expired September 4, 2014. She told me that the leather cushioned seat was repaired with a new seat about six weeks ago as a favor from her. She continued to say because it was only one chair needed repairing...the favor was provided. I responded, I did not pay for so-called quality furniture with a favor but with my money. So Ashley Furniture constructed a Theo Square Table Set with four leather chairs knowing the poor workmanship and qualityand will no longer be of any use to sit in at the kitchen table after two years!! I told the female Manger that Corporate Headquarters, the Revdex.com, and other appropriate agencies will be notified. This is a clear violation of my federal rights with Ashley Furniture practicing Unfair business practices selling poor quality kitchen chairs furniture that will self-destruct within one year. This manager was a White lady with short brown hair and medium built. She told me that my complaints will come back on her from Corporate Headquarters. I told her that is fine. She told me it was her intention to return my calls 24 hours later. She must be sitting in her office eating honey buns and drinking a [redacted] all day refusing to answer her phone!! I was upset with my 11:00 am telephone conversation with the Claims Manager. She purposely misguided, directed, and provided the number to call the Protection Plan Office to get a claim for new seat cushions. How unprofessional, asinine, ruthless, and discourteous??!!! The Protection Plan Office told representative stated: We only handle accidents. Director of Management. She was obviously upset, had an angry face, failed to greet me, never smiled and repeated the same thing to me in person that was said over the phone Plus, Nancy, (Corporate Office Customer Advocacy Rep) was rude, most insulting, asinine, arrogant, and ruthless today over the phone from 12:18 pm 12:28 pm. Nancy did not attempt to assist me with my problem regarding my worthless kitchen chairs. I will never shop at your store again!!! Extremely Disappointed, [redacted] Cc: Better Business Main Office Milwaukee10019 W. Greenfield Ave. Milwaukee, WI 53214 (414) 847-6000 Toll-free in WI: (800) 273-1002 FAX: 414-302-0355 Revdex.com Wisconsin Regional Office - Appleton 1047 N. Lynndale Drive, Ste. 1A Appleton, WI 54914 (920) 734-4352 FAX: (920) 734-4384 Ashley Furniture ATTN: Store Manager, Mr. Hamad [redacted], 1845 Carl D. Silver Pkwy, Fredericksburg, VA 22401 540-786-4800 Department of Veterans Affairs 210 Franklin Rd SW Roanoke, VA 24011 1-800-827-1000 http://www.va.gov/statedva.htm. Required FieldDesired Settlement: Replace original four kitchen chairs with the best quality chairs in your company.

Consumer

Response:

The customer spoke with Revdex.com and indicated he was satisfied with the outcome of the complaint.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has contacted the consumer on 2/20/16 to advise we would be offering a store credit to reselect on the items the consumer currently has in home. The consumer has advised he was pleased with the resolution offered and is currently in the reselection process of his order. Once the consumer has selected the new items, we will place on order to prepare for an exchange of his items he currently has in home. Please feel free to contact me should you have ay questions in the interim.Best Regards,Deannie [redacted]

Review: Date: 7/03/2015 Sales# [redacted] $479.98 - 2 Round Accent Tables/Mirimyn ([redacted]) $99.99 - Delivery Charges [redacted] I bought this sofa and 2 end tables for my Daughter and son-in Law. The sofa show up no problem but never the end tables: So [redacted] called Ashley's to ask what happened and no idea had any idea and said they would make sure it was on the truck for the next open time. We called over the weekend of the 11th to reschedule the delivery. We scheduled the second attempt for Thursday, July 23rd. Again, no delivery and again [redacted] called and talked to a rep.to ask what happened. We left the note on our door every day just in case. [redacted] called to see where they were and distribution said they didn't have it on there truck. We had left multiple voicemails for Ashley in the two week span with no return calls back. We called and asked if we could pick-up from the store and they said no because they did not have any at the store and it would take two weeks. Because of the all the delays and nobody knowing where the tables were, we asked for our money back on more than one occasion. On 8/15/15 [redacted] had to called Ashley's three times throughout the day and talked to three different people. On the second call a women said only one table was in and she would have to check about the other one. Around 6pm [redacted]n Phillips the store manager called [redacted] saying the tables had been in the back room since the end of July and what the problem was. [redacted] explained everything that happened and [redacted]n reply was, I don't know what to tell you, they're here and you can come get them. He then claimed he had no recollection there were any issues even though he waived the initial delivery fee after the first round of delivery problems. He then went on to say [redacted] was a dog chasing her tail. When seeing the tables at the store on 8/15/15 the boxes were not in the best of shape and the top table had a visible scratch on it. How the second one appeared and the phone call came at 6pm from [redacted]Desired Settlement: Refund in full for the tables and the delivery charge which they still have not done even though they said it was waived

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 Morning,We here at Ashely Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer to further address her concerns on 8/20/15. I advised the consumer at that time I would be pleased to address this for her as well as apologized for her most recent experience with us as it is our company mission to strive for excellence. I did advise the consumer I would be pleased to assist in coordinating the delivery of the pending merchandise in the effort to resolve her original concern. The consumer did decline and advised she wished to continue to seek a refund for the items. Upon further reviewing her concerns we will be extending the offer to refund the undelivered items per the request of the consumer.Best Regards,

Review: I received the couch I ordered from Ashley Furniture on 3 Sep 14. That night when my son-in-law came home to see it, we noticed that there were stains on 2 of the cushions. We took them into the store on 6 Sep 14 because this was the first day I had off work to come in and address the issue. When we came in we talked to the [redacted] on duty he was very rude and acted as if we made the stains on the furniture. He said there was nothing he could do and gave us [redacted] number in order to address the issue. I called her on Tuesday and we have been playing phone tag ever since. I left her a message with all the details she requested, but have not heard back from her since. I also emailed them and received no response, and I also emailed their corporate office on Tuesday 30 Sep 14 and since them have not received a reply.Desired Settlement: I would like to get new covers or new cushions to replace the two that had stains on them when they were delivered.

Business

Response:

good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please allow me to apologize for any inconveniences this may have caused in their most recent delivery. I have advised to have new parts placed on order for the consumer and they will be shipped directly to their home. It is to my knowledge their customer service representative did leave a message on 10/7/14 to advise of such. Should the consumer require us to install we will be more than happy to send a service technician to their home upon receipt of the parts. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Sincerely,

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,

The covers that were sent to me are too small. I took pictures to show what six I need.

Business

Response:

[redacted] called and spoke with the Revdex.com. She said that she will be reaching out to the customer about scheduling a tech to come out and make sure they can fix this issue.