Ashley Furniture Homestores

Review: On5/24/2013 my wife and I went into the new Ashley furniture on [redacted]. We were looking to purchase a new living room set , when we entered we was approach by a sales person. He mention after we told him what we was their for ,the great financing Ashley has . At the time financing wasn't something we had on our mind, but after about 25 minutes the financing started sounding good. A couple of months later a friend that I told about my purchase called me stating that after I told them about my purchase they went and purchase some items to and after a couple of weeks wright before items was delivered they received a call from Ashley apologizing stating there items they purchase was out of stock in warehouse and if they purchase the new floor display they would receive a discount. And my friend also ask me did I know what [redacted] stood for, when I mention no they stated RENTAL CENTER. Well at that time I remembered when I purchased my furniture set the same thing happen to me, wright before my delivery arrived I received a call from Ashley stating my set was out of stock at the warehouse and if I agreed to take the new floor display I would get a discount. I then went to Ashley and spoke with the manager asking him why was I not told my finance was throw [redacted]/RENTAL CENTER he then told me that Ashley has no affiliation with the two and wrote it on the back of his card and sighed when I called the corp number for [redacted] a recording came on stating thank you for calling RENTAL CENTER.Desired Settlement: I would like either a complete refund and they retrieve back their set or Ashley take over the loan with all payments paid toward the princible .

Business

Response:

We have apologized to [redacted] for any inconvenience the misunderstanding has caused. To accommodate [redacted] concerns , we have offered to reduce his payoff from $[redacted] as called for in his lease to $[redacted]. this pay off amount is good through 12-6-2013.

Review: I ordered a table and chairs over a month and half ago. When it was delivered today 2/25/16 the table had a big chunk missing out of the top of the table and the chairs had marks all on them. I notified the store immediately after they tried to deliver and the shipment was refused going back to the warehouse. I spoke to a young lady at the store named Patricia and she said that she would call me back and see what they could do for me this was at 10 am. At 11:30am I had not heard anything back from her so I called back and she told me that she was still trying to get in touch with someone. Finally at 12:15pm I called the distribution center and got a girl named Stephanie who was very rude and told me that she could not help me until my furniture was returned back to the warehouse which would be tomorrow. I told her that we were moving into our new house on Saturday and needed our dining room set. When the table and chairs were delivered they were not in a box or wrapped up. She said that it was company policy and wouldn't help any farther but I could call back tomorrow and see where they were on it and what they could do at that point. Then I called back to the Colonial Heights Store to ask for a manager named Rodney who was no help and told me that he could not do anything that it was up the distribution center and couldn't help.Desired Settlement: I would like my money back for the dining room set. I am very upset to the fact that I call and ask for help after I had been waiting for a month and half for the furniture and then when it was delivered it was not even wrapped or in a box. I will never buy anything else from Ashley Furniture after the way that I was talked to by the customer service representative.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise that all merchandise was delivered in full to the consumer on 3/1/16. All concerns for the consumer have been considered to be resolved in full. Please let me know if I can be of any additional assistance. Best Regards,Deannie F[redacted]

Review: I purchased my dinette set on 10/26/15. On Tuesday, November 24th the fourth week, I called the Laburnum Ave. store to see when my furniture would be delivered. The clerk Marie said Saturday the 28th On Friday I didn't receive a call and I called delivery to discover my furniture wasn't being delivered and they only had the dinette set but would delivery that on December 5th( 5weeks). I asked to speak to the supervisor. I was given the name Deannie [redacted] ext. [redacted]. I called and left a message. She hasn't returned my call to this day. When the delivery men arrived on December 5th, the men brought in the parts and dropped the table top on my wood floors and dented it. Then they took the chairs and scratched the floor where they placed them. The other man brought in the TV stand but didn't have the fireplace insert and he didn't even put the shelves in the TV stand and told me "Here are the brackets and shelves you can put them in. I immediately called delivery to tell about the floor and to inquire about the service and my fireplace. At the same time the delivery men were communicating with each other in Spanish which I understood every word they were saying. They knew they had damaged my floor and were trying to get out ASAP. When they asked me to sign for the delivery I refused and was still on the phone with a delivery representative that claimed the delivery manager would call me within 24 hours. I didn't go any where and to this day, the delivery manager hasn't call. When I called to ask for his name and number, Stephanie, the customer service representative, told me she could not give out that information. Saturday January 2nd. I went to the Laburnum store and talked with the manager London Shoniregun who I shared with him that I was told that Deannie [redacted] was the supervisor over everything and he couldn't help me. I am still missing a part to my chair. and my wood floors still have the dents and scratches they made.Desired Settlement: I would like to have my delivery cost credited back to my credit card and compensation to get the dents and scratches out of my wood floor where the chairs and table are. I would also like to be assured that the missing part on one of the chairs will be ordered and delivered in a timely fashion.

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 to further advise an estimated date of 2/1 for parts to be received to address the merchandise concerns. The consumer was seemingly pleased with the advisement as we are continuing to address her merchandise concerns.In regards to the home damage claim, I have been advised the delivery company has contacted the consumer to further discuss and/or address on 1/13. The consumer was advised the delivery company would need to address all concerns in direct correlation with the home damage with the delivery company specifically as it is neither owned nor operated by Ashley Furniture.Please feel free to contact me if I can be of any further assistance while we work towards resolving the consumers merchandise concerns.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.] I have not received any call from the delivery manager to this date. That is a lie by Deannie F[redacted]. I was told by her that the delivery manager would be calling on January 12th and if she didn't to call her on Wednesday, January 13th and I did. Deannie F[redacted] never returned my call again. This is the way they work. As for the parts that were supposed to come in. I received a call on January 21st. to tell me that my scheduled parts had not arrived and the date had changed to the first week in February. This is the same thing I went through for over eight weeks to get my furniture. Now, Ashley Furniture is acting like I was pleased. No I am not. My wood floors are scratched and I have to pay to get them fix. I never hear from the delivery manager and they refused to give me her name.

Regards,

Review: My name is [redacted]. I went to the Ashley Furniture store at the Central Park location on May 12,2015. I purchased the [redacted] sofa, [redacted] ottoman and accent chair. Unfortunately as of today I have had to file numerous complaints concerning the condition of the furniture when it was delivered. I have emailed, called and visited the store to voice my complaints that the furniture is used. I have attached pictures of the sofa that was delivered to me and a picture from the Ashley Furniture online gallery for comparison. I am reaching out to you because I've followed protocol and allowed the tech to come to my apartment to observe the furniture to no avail. I wrote on his invoice the same complaints that I have had since it was delivered in June. The complaints are the furniture is used, the pillows are out of shape due to usage before it was delivered to my apartment. The tech wanted to order foam to replace the foam in the sofa cushions. I let the tech know that his suggestion is unacceptable as well as in my written complaints on his invoice. I do not want any of this furniture anymore. [redacted] insolence at the local distribution center was uncalled for but more importantly unprofessional. The manager at the Ashley Furniture store says it's out of his hands at this point. I have been to the local Ashley furniture store four (4) times, to speak with Mr. [redacted] concerning this matter. I don't have a vehicle and each visit required a three (3) bus trip that exceeded an hour in either direction. I was also told by him that since the finance company has paid the corporation, I would have to pay for the furniture. [redacted] informed me that I would not speak to Mr. [redacted] no matter how many complaints I make. [redacted] says Mr. [redacted] agreed with replacing the foam and I had 24 hours as of 9/21/2015 accept the offer of paying a 30% restocking fee before Ashley furniture would pick up the furniture.Desired Settlement: I would like [redacted] bank to be notified of my complaint. I would appreciate it if [redacted] bank is credited $2000.00 plus all fees that have accumulated on the account. I would like my $105.39 refunded to me. I would like the furniture to be picked up from my apartment immediately without any charges to include restocking fees.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. We do apologize the consumer has not been satisfied with the options provided to address her concerns.In regards to the concerns from the consumer in regards to being delivered used merchandise. The consumer was advised the merchandise delivered to her home was delivered new from the manufacture, as merchandise is specifically ordered for our consumers at the time of purchase. The consumer was also advised at no time would we allow used merchandise to be delivered as it is prohibited per Virginia state law and against our own policies and procedures to do so.In regards to the condition of the merchandise, a service technician was sent to the consumers home to inspect and assess the condition of the delivered merchandise. The merchandise was found to meet all manufacture specifications at that time. The consumer remained dissatisfied and cushion casings and cores were placed on order as a courtesy. The consumer has since refused all efforts to address her concerns via repairs and the offer was extended to pick up and refund the merchandise with a 30% restocking fee. The consumer was advised the 30% restocking fee was implemented solely due to our advisement that the all merchandise was delivered in full, new and met all manufacture specifications. Per the consumers advisement in the letter brought forth we do feel we have made a genuine effort to come to an amicable and fair resolution to resolve her concerns. As previously advised we are more than pleased to address the consumers concerns as originally advised via service. Pictures are furnish able upon request to support our findings with the consumers merchandise. 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.

Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-213 or §32.1-214 or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner . (Code 1950,§32.1-119: 1952, c. 530; 1956, c.530; 1979, c. 711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home.

Regards,

Review: We purchased a sofa and lamps through said company for our daughter living in [redacted]. After delivery on 5/16/15, our daughter sat on the sofa it was extremely uncomfortable and not at all like the one in the showroom. She called the store immediately to speak to a representative for post delivery of furniture. NO ONE called her back for 6 days. On 5/22, she phoned again and spoke to the sales person that sold her the furniture. She was told that the complaint would be taken up with the store manager. ON 5/26 I([redacted]) phoned the store and spoke to the manager [redacted]. I told him how unhappy and unsatisfied out daughter was with the p[redacted]uct. I offered to return the purchase at the 30% restocking fee. Which is in the contract as an option. [redacted] refused this option. After numerous calls and many unrealistic options to make the sofa comfortable(proposed by [redacted]) we now want a full refund of purchase. [redacted] also told us that Corporate would be contacting our daughter via e-mail. As of this date she hasn't received any e-mail.Nor have we received any calls from the [redacted] store from [redacted] or their customer service. I then called what I thought was their corporate number and spoke to [redacted]. I'm now waiting for a [redacted] to call me, after she speaks to [redacted]! Therefore this complaint! We will except no outcome other than a full refund with the return of the furniture. We are approaching a month and NOTHING has been done for us by Ashley. Other than phone call after frustrating phone call! We expected the sofa to have the same comfort level as the one depicted on the showroom floor. We feel that is has been sold under false pretense. NOT once did any sales rep tell us that the comfort level of the new sofa would be different then the showroom sofa. We also are returning the lamps as it was part of the purchase and we want no balances due or anymore contact with Ashley Furniture. We are very unhappy with the entire situation. Thank you.Desired Settlement: We want and expect nothing less than a full refund, have the sofa/lamps picked up from our daughters residence as soon as possible

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 concerns and have advised I would provide a response/resolution in this format as well. I do apologize the consumer is experiencing concerns with her merchandise. It is to my understanding the consumer has stated the sofa in her home is not as comfortable as the one displayed on the showroom floor. The consumer was advised that the sofa will need a break in period and would most certainly soften over time. Units displayed on the showroom floor most often will be softer than the newly manufactured item as it has already had an adequate amount of usage in store. In regards to her refund request of the item. Please keep in mind we do not have a comfort guarantee and/or refund policy. All consumers are advised of such at the point of sale, outlined in our terms and conditions. We do however stand behind our products and our consumers and would like to offer an alternative to her request in the efforts to address her concerns. We will be pleased to extend the offer to pick up and refund the merchandise with the applied 30% restocking and delivery fee. I will be pleased to assist the consumer in moving forward in this direction should she choose to accept the offer as a reasonable resolution to address her concerns.Best Regards,[redacted]

Consumer

Response:

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

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

Regards,

I do not accept the offer. I feel I(we) the consumer was miss lead about the comfort factor of the furniture. It was sold to us as depicted on the showroom floor. The comfort issue was NEVER discussed with us during the purchasing of the sofa. We will not negotiate the 30% restocking fee. I have now counter offered the deposit fee for any type of monetary fee that Ashley wants to charge us. Please note that we are returning the entire purchase which is the sofa and lamps. The lamps were purchased to complement the sofa. I have spoken to [redacted] at Ashley regarding this matter 6/25/15. Thank you

Review: I went into the store to purchase a recliner on a Sunday 11/9/14. Item 8740129; a Black; leather, zero wall recliner with two cup holders. The manager said it would be delivered that Wed or Thursday, 3-4 days out, the 12th or 13th. On the actual print out the date was changed to 9 days later to arrive in distribution center. Text says "EST DATE TO DIST CENTER IS 14 11/18/2014. This is only given after purchase and not what was promised by the sales manager. If I knew it was going to take until the 18th I never would have handed over my credit card. 11 days out on the 20th I called the store and someone said it would not be available for delivery until the end of the month. No date. Delivery time keeps being extended from the 12/13th to the 18th, to sometime at the end of the month. I wanted a refund as I would have never of purchased the item if I knew it was going to take 3+ weeks for delivery. She said there was no one onsite to complete a refund and I would have to wait until Saturday to even talk to an appropriate manager.Desired Settlement: Refund the complete charge to my credit card. $539.25 for the recliner, $89.99 delivery + taxes of $32.36 for a total charged to my credit card of $661.60.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumers order was approved to be cancelled/refunded as of 11/22/14 due to a delayed eta from the manufacture. At this time we believe all concerns have been fully resolved to the consumer's satisfaction.Best Regards,[redacted]

Review: On 9/01/2014 I placed and order for a furniture set from Ashley furniture store in Woodbridge, VA this order was to be delivered within 2-3 weeks. I realized that the set was too big for my home and returned to the store 11/13/2014 that order was cancelled and I placed a new order for a different set with a delivery date of 2-3 weeks from the order date. After the 3 week time frame I made several attempts to contact the store to get a status on the delivery I left voicemails which were unanswered. 10/6/2014 I was able to talk to a customer service representative who told me the order was to be sent to the warehouse on 11/14/2014, this was supposedly corrected to be shipped on 10/13/2014. That day came and there was no call from the distributor, I went to the store on 10/25/2014 and talk with the manager who placed a request to cancel the order and get a refund for my deposit of $500.00. on 11/10/2014 I received a call from the distributor to set up a date to have the furniture delivered, I called the store to find out why the order was not cancelled; I was told that it will be taken care of and that they would follow up with me the next day, there was no follow up. 11/13/2014 I talked to the manager to discuss my refund and I was told that I would receive a $500.00 in-store credit. I am currently filing a grievance with my credit card company to get a full refund.

.Desired Settlement: The store states they will only give me a in store credit of $500.00, I want nothing to do with this store and would just like my money refunded.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, per the customers emailed complaint we have tried to work with them to address their concerns. They were unhappy with their original selection and were allowed the opportunity to choose items to better suit their needs and all restocking fees were waived at that time. We are an independently owned and operated company whereas orders are placed from us to the manufacture per the consumers request. Cost are incurred on our behalf immediately upon sale and ordering of such items. The 2nd order was placed on the consumers behalf and in turn the consumer cancelled as well. The consumer was provided a copy of our terms and agreements in which they signed at the initial time of sale. Whereas they were advised via written documentation of our cancellation and/or refund policy. It was fully disclosed, agreed upon, and documented by all parties at this time. We are fully able and willing to provide documentation disclosing the customers initials on line 20 of our terms and agreement whereas it states our no refund and/or cancellation policy. It also documents any cancellations are subject to a 30% restocking fees for all cost incurred. At this time we will not be refunding the amount of $500 as it is lesser than the 30% restocking fee owed by the consumer for cancellation of their contract with us. Further documentation can be provided upon request.Best Regards,[redacted]

Review: On or about 30 Jun 2013 Ashley delivered 2 twin beds with box springs and mattresses. On or about 9 August I noticed both box springs were broken. I scolded our boys, age 12 and 15, assuming they had damaged the box springs. My first thought was purchasing new box springs. After Both boys insisted they didn't do anything out of the norm, i.e. sitting, playing or sleeping on the beds. They admitted playing on the beds as they always have on previously owned box springs. My 15 year old made a valid point, he stated that they hadn't done anything differently and that our grandson whom weighs almost twice as much as them had played on their other box springs and this had never happened. With that valid point I decided to contact Ashley on 11 Sep, they sent a tech out on 17 Sep. The tech stated the box springs had collapsed and that he had never seen that before in his 21 years of business. He also stated that should have never happened. He disassembled the beds stating it wasn't safe for the boys back to sleep in that position. He reassured me that the beds would be replaced and strongly suggested I request an upgrade. Ashley has refused to replace the box springs under warranty stating it was negligence, which they determined looking at the pictures. When asked what could my boys have done to cause the box springs to collapse she had no answer. My boys will testify they weren't negligent.Desired Settlement: I request replacement of the box springs

Business

Response:

Ashley Homestore

October 11, 2013

To Whom It May Concern:

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

[redacted]called in on September 11, 2013 a concern with her children’s twin beds (two) sinking. We scheduled our certified repair technician to go inspect the beds for possible manufacturer defects on September 17, 2013. Upon arrival the technician was able to quickly note the sinking beds were due to breaks in the box springs on both beds. During further inspection of boards in the box springs were noted to be broken due to direct force on the beds, not common with sleeping. Please see the attached photos for further explanation. Unfortunately the manufacturers warranty does not cover this type of damage, and [redacted]did not purchase the extended warranty.

Review: I came to Ashley Furniture in Manassas on Black Friday 11/27/2015. I went to the clearance section and I waited a very long time to be helped. I finally found a salesperson that was there; I asked him a couple of questions but he completely disappear and never came back. I waited like another hour or so for another salesperson. I finally met William that helped me but he was also very busy helping other customers, so I waited. When he was finally free, I asked him about the matching loveseat to the 2 accent chairs I found, (one was on the clearance section and the other one was on the floor). he said they were discontinued, so I settled for another loveseat that was on the clearance room. I paid and I told William that I was going to p/u the furniture the next day and to make sure the accent chair that was on the floor be put in the clearance area or be covered. He said he would make sure it would be moved to the clearance area to prevent it from getting dirty/damaged. When I went home I told my husband about the furniture and I showed him the picture on the Ashley Website, where it showed the matching loveseat available, The next day my husband and I rented a uhaul to pick up the furniture and when we got there we saw the accent chair we had paid for, still on the floor with a kid sitting with his shoes on it. We went to see the chair, it had a very visible green ink on the top of it. I told William about it and he said not to worry, since nothing was picked up yet. I also asked him why he told me the loveseat from the accent chairs collections were discontinued and he said "oh, I was talking to another customer". I really wanted to see the matching love seat so I went to another Ashley store to see it. I spoke to William and he said we would match whatever sale the other store had. We finally settle for 2 love seats and 2 regular chairs from the collection to fit our budget and although the price was matched with the free shipping, we were lectured about why we couldn't get the free shipping and how it hurt businesses. I spoke to William the next day to cancel the order, because we weren't happy with our purchase. Then, I spoke to Kevin and he said he would have to charge me restocking fee because it was already shipped and the expected arrival was December 3rd. He told me to call Deanne [redacted] to see if I could cancel the order. I spent a whole week leaving messages for her and every day I would also asked the representatives about the status of the furniture and they would say, it hasn't been shipped yet since it's coming from the manufacturing. That Friday I finally talked to Mrs. [redacted] and she said that if I wanted a refund I needed to contact the executive manager. I called Kevin back and asked him why he told me the furniture was going to be delivered on the 3rd when it wasn't true. He said he would contact the corporate office to request a refund. Another week went by and today Friday, he said that corporate told him they can just give me a store credit.... Really?..I don't want the furniture and the frustration associated with it. I will try to follow up with their corporate office to get this issue resolved.Desired Settlement: I will like my money refund in full.

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 12/11/15. Please feel free to contact me with any additional questions or concerns you may have in regards to this consumer.Best Regards,Deannie [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 a [redacted] matress base on 10/11/14 was told it would be delivered on 10/15/14 the delivery guys showed up with a box that looked like it had been thru a war with a whole roll of tape around it and it was wet when they cut through all the tape to unpack and put it together there was no hardware or the remote I paid 2100.00 for this base the delivery guys called the office the lady told them to bring it back told my husband that would have new one in about 3 weeks and rails sometime after that I feel like I was ripped off I paid 2100.00 for a new one and was delivered a used one I spoke with 4 different people about this matter and wanted to be refunded they told me oh no refunds told I wanted some money back for my inconvenience we had taken the whole bed apart before work so all they had to do was set up new base only to have to come home after work to put the whole bed back together said no to that also said could talk to a [redacted] left 2 messages and no return call as of yet they also told my husband someone would call no return call from that person either We work hard for our money and when I purchase something I expect to get what I paid for and promised not something used seems like no one at this company wants to talk about problems after a purchase they just want the sales and your moneyDesired Settlement: I want this company to know they have to stand behind there products new ones not used one and have to have better customer service because not looking like am going together a refund because stated in contract no refunds but do not understand how they can do business like this with no repurcussions for doing bad business and ripping off customers

Business

Response:

Good Afternoon,

We redelivered new items to the consumer on 10/25/14. I have spoken to the consumer to follow up and she stated all went well with the second delivery and all concerns at this time are considered to be fully resolved to the best of our ability. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Best Regards,

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 am a very disappointed customer. I place an order on Nov. 11 was told by the manager it would be 1 week for delivery. On Friday of the following week was told that we hadn't paid the delivery charge. I went ahead and paid the 139.00 fee and was told that we would receive on 11/25. My husband took off work to accept delivery after waiting all day we were told it was not on the truck and we accepted their apology even though we had family coming for thanksgiving. On 11/30 store setup del

For 12/4 called and confirmed everything was okay husband took off work again then when the furniture was not delivered called was told that it was damaged and it had to be reordered. At this point after 2 workdays missed I just wanted to cancel my order because the store blaming on the warehouse and the warehouse saying it's the stores fault and my family is just out in limbo sitting on the floor waiting and ashley doesn't even care they are not doing anything to make this experience pleasant. I just wanted to cancel but was told all sales final I don't havey furniture but they are still expecting the money for the furniture please help.Desired Settlement: I don't want to cancel I just want my furniture in a timely manner. Due to the inconvenience of two days from work and lies miscommunication of every employee at the warehouse and store I feel the delivery charge shold be refunded and they shold take care of the first payment. I don't have furniture but the payment due on 10 days.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. I sincerely apologize on behalf of Ashley Furniture for any delays the consumer may have experienced in the delivery of their item. I am pleased to confirm that the remaining item to fulfill the consumers order has arrived to our distribution center and is readily available for delivery at the earliest convenience of the consumer.At this time, we have been unable to establish point of contact with the consumer to advise of the above information. We have left voicemails advising, as well as utilized the attached email address to ensure this information has been communicated with the consumer effectively. Please advise if I can be of any further assistance while work towards scheduling delivery of this item to the consumer. Best Regards,Deannie F[redacted]

Review: Purchased an entertainment center and 2 end tables from Ashley Furniture Homestore on January 27, 2015. The 2 end tables were fine when they came in, however, the entertainment center had a broken piece of wood on the front on it. Ashley sent a repairman out to our home to repair. The repairman could not repair, therefore, a second entertainment center was ordered. We waited over a month for the second delivery. When it arrived, it was scratched, and had a rough texture on the top. It should have been smooth. At this point I asked to speak with a supervisor and was told by the post delivery customer service that they would contact her to contact me. I was told this on three occasions and never received a call. The post delivery customer service person did assure me that she would personally check the furniture for damage before the third delivery. A third entertainment center was delivered on May 19, 2015. This is one is also damaged. The right top corner has been damaged and repaired. The finish does not match. The delivery person took pictures and stated damage on a company tablet. I had to approve what he wrote regarding the description of the damage. He took the old one and left the new delivery, so that, I had something to put my TV on. Once again tried to reach out to supervisor. I called the company home office in WI and was told to contact the [redacted] of the Broad Street store, [redacted] at the local corporate office [redacted] Called this number and was told to call 540-786-6311. This number called with no results. The next day, May 20, 2015, the supervisor called and left me a message. I then and called an left her a message. Today, she returned my call today. She stated that I could not talk to the [redacted], that he did not talk to customers. She stated that she was top management and all I could talk to. She stated that she could not pull up the info from the driver, neither, the pictures or damage description. She said this is not to be my concern.Desired Settlement: First, I want a perfect piece of furniture. Second, I feel that I should have compensation for the extensive amount of time that this is taking. The original order was placed on 1/27/2015 and today is 5/21/2015, and I am no closer to having my entertainment center. No customer should have to wait this long or be this inconvenienced. Third, if I want to speak with the [redacted] of the company, then that should permitted. If it was not for the consumer, he would not have a business.

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 we have been unsuccessful in reaching an amicable resolution for the consumer at this time. We do feel we have done everything within our power to resolve the consumers concerns, as well as gone above and beyond our normal operating procedures to do so. Please allow me to provide further information. The consumer picked up the aforementioned merchandise on 2/14/15 as all delivery services were declined at point of purchase. Upon doing so the consumer does sign a terms and conditions whereas they are advised of our pick up policy and procedures. The consumer is provided the opportunity to inspect all merchandise at the time of pick up and is required to sign and document that all items were received in good condition. On 2/14/15 after returning home with the merchandise the consumer contacted the store to request assembly. The consumer was offered to assemble all merchandise for a $25 assembly as per our policy and procedures. The consumer declined all services. On 2/15/15, the consumer called into the store and advised she was having difficulty putting the merchandise together and it was damaged. Please keep in mind we can not be certain as to when the damage incurred as the consumer did document and sign for all merchandise being of good condition on 2/14/15. In the efforts to resolve the consumers concerns we did send a service technician to her home to assist in assembly and inspect for damage. All applicable fees were waived for the service. The service technicians findings we re that the items were damaged beyond repair. Customer service contacted the consumer and advised the we would be pleased to exchange the merchandise via delivery at no additional charge to the consumer. On 4/1 the consumer received and refused the exchange as she remain unsatisfied. We placed new items on order for the consumer and scheduled a second attempt exchange on 5/19, wheras the consumer accepted the delivery and made notations of her request to reorder and exchange. I spoke to the consumer on 5/20 and advised that I would be more than willing to address her concerns, however, I would need to have the opportunity to further research as I was unable to view the merchandise recently delivered and would need to educate myself further on her concerns so that I may ensure we address accordingly. I have since reviewed the pictures of items delivered and cannot concur as to the damage as it is not visible in the picture provided by the delivery company and the consumer refused our request for further pictures. We do however understand that the consumer remains displeased with her delivered items and would like to reach an amicable agreement to resolve her concerns. I have been authorized to offer the consumer a $100 credit towards the item purchased, to be given back in the original form of payment to keep the items as is. Should the consumer agree to offer we will be pleased to move forward in processing the $100 refund.Best Regards,[redacted]

Consumer

Response:

I read the company resolution offer and declined. The delivery person made a clear written description of the damage. If I keep this piece of furniture, then I want a full refund for this piece. No one buys furniture to keep a damaged piece in their home. There is supposed to be a new one on order. As far a excepting this piece upon delivery, the delivery men had already carried the previous damaged entertainment center out to the truck when they uncovered the current piece and noted the damage. They did not want to bring the previous one back in and take the current one back, because either way I had a damaged piece of furniture until a new would arrive. They said it was a heavy piece of furniture and assured me that I could keep this damaged piece while the next one as ordered. I feel that even when I get a new piece, other compensation is deserved. This has been a frustrating process. Ashley does not delivery furniture on time, nor so they keep their word. I want this resolved. I will not buy from Ashley Furniture again after this is resolved.

Review: I purchased 3 sofas from Ashley's two summers ago. The sales lady noticed we had a young toddler and she recommended that we purchase the extended warranty on the sofas which will, and I quote, "cover your sofas 100% from any damage that could be done to the sofas by your toddler". I specifically asked her about peeling, fading, the toddler poking a pencil through the bonded leather and whether these scenarios would be covered. She responded, "of course otherwise what is the point of the warranty?". Based on her verbal assurances we purchased the warranty which was handed to us in a pouch along with our full bill which was stapled on the outside of the envelope. Not surprisingly, 2 years later we have had peeling of the leather and our toddler has poked a few holes in the sofa. We contacted the warranty repairs center which quickly informed us that if you turn to page XX and read paragraph YY line ZZ you will see that all of these issues are specifically excluded from your warranty. I asked the lady well then what is the warranty for and was told well in case your frame breaks accidentally??? I am extremely disappointed with Ashley and I highly recommend other customers NOT purchase their inferior products. If you still choose to do so anyways - do yourself a favor and immediately say NO to their extended warranty otherwise I will guarantee you that Ashley will misrepresent their warranty coverage.Desired Settlement: I want Ashley to honor what we were told when we bought the sofas and thus I would like my peeling leather and holes to be fixed and/or the sofas replaced and/or the money for the warranty to be fully refunded.

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, however, the consumer would need to work directly with the extended warranty company to address the warranty complaint. While we do offer the opportunity for the consumer to purchase the extended warranty at point of sale, [redacted] is neither owned nor operated by Ashley Furniture. I do apologize for any confusion in regards to coverage, however, all documentation of coverage and warranty is offered at time of purchase to eliminate any confusion. Upon reviewing the complaints. however, several of the concerns mentioned, with the exception of the peeling would be covered under the extended warranty. I would be pleased to review the claim filed and offer further advisement to the consumer should they need further assistance in addressing this claim with the warranty company. Please feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer 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.

The issue at hand with Ashley is the deliberate misleading of their customers with incorrect statements such as, "buy the extended warranty as ALL defects are covered". My wife and I both repeatedly asked the sales lady if the sofa was damaged by my young kids would this be covered and we were told, "everything is covered - no exceptions". Whether the warranty company is owned by Ashley or not is irrelevant since if we had been told, "read the warranty and here are the exclusions" I would never have purchased the warranty.

Regards,

Review: We purchased a chair on March 4 which they said wouldn't be in until the 23rd or maybe during that week, but no later. We were hesitant because we were looking for a chair we could pick up, but decided that we could wait until then. I called on Sunday, March 29 and left a message which was not returned. I called again on Monday, March 30 and was told it MIGHT be in the end of next week. We asked to cancel our order and were told that the manager would not be in until Thursday April 2nd. I asked for the phone number for corporate headquarters and spoke to someone there who give me the phone number and extension of the person who would be able to cancel the order.I was told she would call me back the following day and I never received a phone call. So I left another message on Tuesday, March 31st. At first we were told that we could not cancel our order. Then we were told that we could do so for a restocking fee (what needs to be restocked? It's not in yet!), since they incurred costs. We asked for some proof that they incurred cost and they would not produce any. They will not give us the phone number for their manufacturer or distributor. Horrible customer service after MANY phone calls. Did not receive the merchandise at the time promised. will not allow us to cancel the order and will not show proof of any fees that they have incurred.Desired Settlement: Cancellation of order with no restocking fee since there is no item to restock.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise we were able to work with the guest towards a full and amicable resolution. The merchandise is available at this time and we have scheduled the guest for a courtesy delivery at no additional charge. Best Regards,[redacted]

Review: I purchased a bed and a sofa from Ashley furniture on Saturday January 10. I was told by my salesman [redacted], that if I found furniture within the week elsewhere, I would be completely refunded,no questions asked, especially because the merchandise did not leave the store. I called back on Sunday, January 11 and told Tim I would like to cancel my order. He stated okay, and that someone would contact me in regards to my refund of a $100 down payment and the money used on my Ashley card. It has now been almost three weeks, and I have called everyday since about my refund. They have not refunded me and continue to tell me the [redacted] needs to give them approval but they are in a meeting in [redacted]. MInd you I was guaranteed that I would receive a full refund with no hassle, there has been nothing but hassle.Desired Settlement: I want my refund immediately, and would like for Ashley employees to honor their word, or receive more training. I will never to business with an Ashley store again.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Per our records, the consumer was approved to cancel the order on 1/22/15 and notations have been made in regards to on her account. At this time we consider all matters to be fully resolved. Please advise the consumer should she have any further concerns in regards to the refund/cancellation I will be happy to further assist.Best Regards,[redacted]

Review: I purchase some furniture from Ashley on November 28, 2014(Black Friday) total amount on that day was 421.17(I have the receipt). The sale man told me it would be 2-3 weeks before it would be in I called the store on December 17, 2014 to check the status of the delivery I was told by the office that the furniture would in on Jan. 8,2015,I ask to speak to a [redacted], I was told I would be called however I didn't get a call. December 18, 2014 I visited the store I spoke with a lady in the office and she informed me the furniture would be in on Jan. 7, 2017, I informed her I was unhappy with this date she asked what she could do to make it right such was exchange at no time during this conversation was I told that there was a All Sales are Final Policy. I left the store after saying I would discuss it with my wife. The next day December 19,2014 I visited the store again this time was help by a different young lady in the office at that this time I informed her I am requesting a Refund I was told at that time by this young lady "we don't give Refund". In the course of the exchange with this young lady a man identified himself as the acting [redacted], he told me the [redacted] was on vacation would return Tuesday. He said that there was a All Sales are Final Policy, at that time I asked him to show me on the Sales Receipt, the signed contract or anywhere in the store that this policy was post, he couldn't because there no such policy in this Ashley. He told me that he or the young lady could give me a refund however he would look intoit and give a call today December 19, 2014.Desired Settlement: I want my Refund quickly no waiting they have my funds for 22 days and counting.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this concern to our attention. At this time, we request further information to help us better serve the consumer. I have been unsuccessful at finding information in our data base for the consumer under the name [redacted]. I have also tried to contact the consumer on both numbers listed and was only able to leave a voice message on the secondary number listed. I am more than happy to further address the consumers concerns, however, would like to request at this time an invoice number and/or an alternative name the order may be under so that I may research and address accordingly.Best Regards,

Review: I purchased my leather furniture in 2010... I bought the extended warranty they had to replace the sofa be cause of damage five year warranty and then leather head rest started peeling furniture not even three years old yet.. For the amount of money we pay for furniture this should not happen.Desired Settlement: Please fix or repair

Business

Response:

Ashley Homestore

Review: My wife [redacted] and I bought a bed about a month ago that was supposed to be delivered within 10 days. They delivered part of the order but not all of it. It is missing the canopy. They said it was damaged and that they would send out another one. Its been about 3 weeks since they told me that. I have tried calling them many time and left messages on machines and with people but I get no returned calls. The store manage will not even take my calls. At this point I just want to return the bed and mattress, I am tired of dealing with them.Desired Settlement: I want the part that they own me this week or I was a full refund and for them to pick this partial order up.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture, please allow me to apologize for any delays the consumer may have experienced in the delivery of their merchandise. At this time I am pleased to report the reaming undelivered merchandise was delivered on 1/1/16. All service for this consumer have been rendered in full on said date. Please feel free to contact me if I can be of any further assistance to the consumer.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: November 29, 2015; cash purchase of 1 dining table and 6 chairs from Ashley Furniture. Was informed by the sales woman that the purchase went through and she gave me a print-out indicating that the furniture would arrive at the distribution center on December 9, 2015 and that we would get a call scheduling delivery.

Issue #1, started NOV 30 - Furniture was sold to us with additional chairs that was priced higher than advertised. When we notified the store they told us they would inform the manager and we would receive a phone call back..This never happened.

Issue #2, started NOV 29 - Furniture was never ordered from the distribution center, or, not allocated to our cash payment. Store never call to inform us of the situation. When we question the store customer service in person we were told that the furniture was in re-distribute state since the order. I indicated that I wanted to return the furniture since it was not ordered per signed ordering documents

Issue #3, started DEC 29 - The phone number given to me by the store to the distribution center yielded no results. The phone number called that was given by the store was verified on the distribution website, but, though I was told they were open, I called several times to different sections of the distribution center but did not reach anyone.Desired Settlement: Mistakes were made during this order. Given the poor customer service I do not want the furniture because the warranty service my be just a poor. Having a refund before the furniture is delivered would be a low cost solution.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I am please to confirm all merchandise for the consumer was delivered in full on 1/6/2016. Services were rendered in full on the aforementioned date. Please feel free to contact me if I can be of any additional assistance to the consumer. Best Regards,Deannie F[redacted]

Review: I purchased a sofa from Ashley Furniture on 11/23/2015. I chose to wait for 3-4weeks for my desired color due to it being on backorder. The sofa was delivered on 12/9/2015, but was the wrong color. I contacted Ashley and then was directed to contact T&T distribution with my issue. They apologized and then once again told me that my desired sofa was on backorder, again. I was contacted on 12/18/15 and told my sofa was in and ready for delivery. My availability was extremely limited due to being in Ohio for work training, then going back home to Rhode Island for the holiday. Not to mention taking additional time off of work because of their mistake. I strongly stated that I needed delivery 12/19 or after 4:30pm 12/22 or 12/23. Deanni F[redacted] is who I spoke with and she said that it was not possible, they only offer 3hr windows for delivery. The latest being 3pm-6pm. After arguing the poor service and demanding a refund, which was denied, I settled for the 3-6pm delivery slot on 12/23. The delivery driver called around 1pm to try to make delivery. I had to make him wait. Now, they deliver a damaged sofa. I contact T&T again and ask for a refund, denied again. They tell me they'll repair this one on site and the materials will be shipped to me within a week or so. Nothing received as of 1/9/16. I call again and speak to Stephanie. She says they haven't even shipped yet. I again ask for a refund and a I am denied. They offer a reselection which I accept. It costs me $200 more for my reselection. This sofa is backordered as well. 2-3weeks for delivery. No word as of 2/5/16. I visit the Ashley store to inquire there. They tell me it's at the warehouse and has been there. They're confused as to why delivery wasn't set up, so they arrange it for 2/9/16. I was unable to answer their call when they said they couldnt find my apartment. I called back within their 15min waiting timeframe, no answer. Contacted Robin at T&T and she said they waited 25mins onsite before leaving. Someone was home. They never showedDesired Settlement: I would either like a full refund or to have the correct, undamaged sofa in my home. Also to be compensated in some way for all of the time and aggravation lost and endured throughout this process.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been working diligently to address the consumers merchandise concerns. Part have been ordered and received by the consumer to complete factory repairs to the merchandise. At this time the consumer is currently on schedule for repairs on 3/15/16. We are confident all concerns will be resolve in full at that time to the consumers satisfaction. Please advise if I can be of any further assistance in the interim. Best Regards,Deannie F[redacted]

Business

Response:

Good Afternoon, Please allow me to provide additional update on the consumer. The consumer receieved delivery of the correct merchandise on 2/10/16. Imperfctions were found on the unit and parts were placed on order and shippe to the consumer on 2/16/16. Our customer care department spoke to the consumer and placed on schedule for a service technician to install on 3/15/16. We are confident all merchandise concerns will be resolved in full on the aforementioned service date. In regards to the home damage, it is unclear as to which delivery date the consumer is correlating this back to. We would need additional clarification as to which delivery this occured on as we do have multiple delivery companies completing our deliveries. We would also reques pictures of the dmage for review. In regards to the credit card fraud claim, this has not been brought to attention and we request further information n the consumers concern with the credit card. Best Regards,Deannie F[redacted]

Consumer

Response:

This is all just ridiculous. A claim and pictures were sent to Stephanie on the date of the last delivery immediately after the damage occurred. As far as the credit card fraud issue, I personally told Miss F[redacted] about it in our first encounter and she got offended that I even mentioned it. But, most of my dealings for the fraud issues were with the sales manager at the Ashley store, Ron C[redacted]. I've also mentioned it to Stephanie and Robin while calling about other issues. Including the delivery men missing delivery and lying about waiting the appropriate for me to return their call. Which I also proved they did not by sending my call history to Robin. I am fed up. Plain and simple. I want compensation for my time and grief, or I want my money back. As well as information on the supposed investigation of my credit information being stolen. The attorney general and the authorities are my next step as well as seeking counsel from an attorney.

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,