Ashley Furniture Homestores

Review: On December 6th 2015 we purchased a sectional sofa over $2,000 dollars. When asked how long would delivery would be the sales associate by the name of Nick Nunnaly explained to me that it would 1-3 weeks. I told him I've heard complaints from people who said it would be longer. He explained that was under old management that filed bankruptcy and that's not the case now. So we purchase are sectional sofa to get one call saying a piece was missing and another saying they found a quality control issue when pressing on the arm. So far I've tried to contact the manager three times at location "Hull Street Road Midlothian, VA to be told that a message has to be taken, but no call back. Today Jan 17th, I called and informed the sales associate that I need to talk to the manager and I will not leave a message. Sales associate came back onto the phone and informed me that the manager will not or unable to come to the phone. I need this fixed ASAPDesired Settlement: I would the product that we bought delivered ASAP, and a credit to justify this wait. If not, I want a full refund!

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would lke to thank you for ringign this consumers concerns to our attention. We apologize for any inconveniences or delays the consumer may have experienced in receipt of their merchandise. Upon further research I can confirm all remaining undelievered merchandise was delivered on 1/28/15. Please feel free to advise if I can be of any further assistance to the consumer. Best Regards, Deannie F[redacted]

Review: When I initially ordered and placed a deposit on my desired furniture (June 7th), their computer systems were down and they couldn't tell me when the furniture would be delivered. After having to contact the store several times, I was finally told that my furniture was back ordered and would not be available until the first week of July. Reluctantly, I waited for the furniture. Ashley's automated system called to schedule delivery and then a live person called back to tell me that out of 8 pieces, only 1 chair was actually there so they were canceling the delivery. When I asked to speak with a manager, they said he was busy and I actually had to go into the store to speak with a manager. After discussion, I settled on a delivery date for mid August. On August 6th, I called to check on the status of my furniture and was told that it would be delivered on August 14th. I called back yet again to confirm on the 12th and spoke with the same person who assured me that all of my furniture was on a truck and would be delivered on the 14th and I would get a call on the 13th with a specific time. After not receiving that call, I called the store and was told they were busy and would have to call me back. They didn't. So I called again and was told that only 6 of the 8 pieces would be coming but not until possibly the following Wednesday (19th). The other pieces would not be available until after the middle of September. I asked to speak to a manager and one was yet again too busy to speak with me.Desired Settlement: At this point I am beyond frustration. I have waited for over 10 weeks and still do not know when/if I will ever get any of this furniture. Furthermore, I cannot believe that I have actually been charged a $150 delivery fee and they cannot tell me when/if the furniture will be delivered. I believe that Ashley furniture should deliver the furniture that I ordered by August 15th as they advised and refund/credit my account with any delivery fees that they have charged.

Business

Response:

Good Afternoon,Thank you for taking the time to provide the additional information requested. I was able to locate the consumer's account information with the updated information. Upon further investigation we found all items were delivered in full on 8/15/15. All services were considered rendered in full at that time. Pleased advise if I can be of any further assistance to the 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.

While I do agree that all of the furniture was delivered on 8/15/15, it took numerous calls to finally get the company to agree to bring all of the merchandise. Upon delivery, the furniture was not prepared for all of the screws/bolts to be installed. Therefore we were forced to accept furniture that was not fully assembled or return the furniture and go through the entire process again. At the very least, I believe that Ashley furniture should refund/credit my account for the delivery fees and apply a discount to the table which the delivery personnel were unable to insert all of the screws on (not all holes were predrilled and they just left the extra hardware).

Regards,

Review: I purchased a leather sofa and love seat two years ago from Ashley Furniture.I was offered the option of getting the warranty also I was told by the sales associate that was helping me that by getting the warranty my furniture would be covered if anything needed to be repaired or replaced. My furniture is now peeling and when I called the warranty company to have it looked at and repaired I was told that It isn't covered, if something was broke on the couch (ex-a leg on the couch or a recliner mechanism) then that's covered. I was in disbelief due to the fact of that wasn't what I was told at the time of purchase. I then called the store back where I purchased the living room set and informed them of what their warranty company said and was then advised by them to call the company back and lie and tell them that I used a chemical solution cleaner on my sofa and a few days later I saw that it was peeling because then I could get it serviced by the warranty company . I told the lady on the phone I would not do that because it's not true and I shouldn't have to use those kind of tactics to get my furniture repaired/replaced because when I purchased the set and warranty I was told if anything happened to it that it would be covered and now that I need it serviced I'm being told there's nothing that can be done. This is very frustrating and upsetting and I don't think it's right to sell anything under a misleading prentice.Desired Settlement: I would like to have my sofa fixed or if it can't be fixed I would like it to be replaced.

Business

Response:

Good Afternoon,We here at Ashley Furniture Store would like to thank you for bringing this consumers concerns to our attention. We do apologize that the consumer has not received satisfactory resolution at this time for their concerns. I have contacted the consumer via the email address provided so that I may further assist in addressing their concerns. At this time I have requested additional information from the consumer so that I may address appropriately. I will provide further update upon doing so.In regards to the extended warranty purchased by the consumer. Please keep in mind that while Ashley Furniture does grant access for the consumer to purchase the extended warranty at the time of purchase, the extended warranty program is neither owned nor operated by Ashley Furniture.Best Regards,[redacted]

Review: I purchased bed for my 2 yr old granddaughter and scheduled the delivery to her parents house. When the delivery came and was being assembled, the delivery person found that there were missing parts and the item could not be fully assembled. He told my son in law that the headquarters would have the missing parts delivered and the bed completed by the end of the day. He had my son in law sign for the delivery and write a note acknowledging that there were missing parts. My son in law received a voice mail saying the parts were "ordered" and would be delivered by [redacted] within 2-4 weeks. He called the store but they were closed. He went to the store the next day on Mother's Day, but they stated this could only be resolved by the delivery dept which was closed until Tuesday. I had my daughter call Tuesday and they did not answer. They called back and left another message stating that the parts were ordered and would be there by the end of the week (after which they would schedule someone to finish the work). My granddaughter was left without a safe room and no bed. My son in law called the store 6:30pm Friday because the parts had not come in and stated that they would no longer want the items if the situation was not resolved by COB Saturday and required someone to come out to remove the unsafe items. They said the delivery dept was closed but they would email them to call as soon as they opened the next morning. My son in law called again around 2pm Saturday after not hearing anything and spoke with the retail store manager. He was told that the retail store manager spoke with [redacted] the Customer Service Center manager and that they normally resolve such issue with Overnight delivery, but these parts were not sent overnight. They said they would order the parts again if they were not delivered by Monday evening and that they would not remove the bed because all sales were final. "All sales final" was not disclosed at purchase. Family was left with unsafe living conditions without remorse!Desired Settlement: I paid a delivery fee to have my purchase completed on the 9th. The items were not delivered at the promised times, by the delivery person or by distribution center. No satisfactory resolution was offered. Little effort was given to rectify errors. Terms/conditions of purchase was not disclosed prior to service failure.All delivery charges are to be refunded in full. All items need to be safely assembled or removed for full refund. Acknowledging/apologizing for failed obligations for decency.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we are currently working towards resolving the consumers concerns. New items have been place on order and the consumer has been advised the expected arrival date of the items are estimated to arrive on 6/18/15. Upon receipt of the items we will complete an exchange of the twin day bed foundation and sofa table. I have spoken to the consumer and provided myself as an additional point of contact should she require any further assistance in addressing her concerns. I have also advised it would be my pleasure to verify the arrival of the items as well. At this time we are confident all concerns will be able to be fully resolved at the time of the exchange.Thanks,[redacted]

Review: We purchased furniture on 1/16/2016 from Ashley Furniture and were told it would be 3 weeks for delivery. My receipt says to allow 2-5 weeks for delivery, so when three weeks came and went I wasn't too upset. At the 5 week mark I hadn't heard anything, so I called and after some run around, found out my furniture was back ordered until March 21! No one had called me to inform me about any of this, I had to inquire on my own! I was very upset and after speaking to the manager he was able to "find" two of the three pieces we had ordered to have delivered the following week. The pieces arrived, damaged. While the customer service for getting the pieces repaired was excellent, they were the only ones. I was unable to get ahold of the actual store for a few days, and heard nothing about my final piece. I got an "apologetic" email from the customer service center, to which I stated it was too little too late at that point. On March 10, I wrote Deannie at the customer service email back asking about a status on my third piece. I did receive a call a few days later from the manager at the actual store saying my furniture would be in March 28 and they would call, however I never received an email back from Deannie at Customer Service who initially sent the "apology" email. Today is March 29. I have yet to hear anything. It has now been 10.5 week since we purchased our furniture. We have not been kept in the loop and the store has NOT delivered on their end of the contract. Meanwhile they do not offer refunds, only store credit. I can't imagine why anyone would want to purchase MORE furniture from such a place and wait half a year to get it. This is appalling customer service and business practices. If you can't meet your delivery deadlines, tell people UP FRONT! This is completely unacceptable, and from the reviews, this is COMMON place for this "business". We have been scammed and are out over $700 now.Desired Settlement: I would like my furniture delivered ASAP! At a convenient time which doesn't require my husband or myself to take off work (we work normal jobs during the week!!), or give up a weekend day to wait around for them to deliver. OR I would like my money back! Also a refund of the delivery fee would be appropriate given that we are 7 weeks over the delivery date. This business also needs to be investigated by authorities because they are effectively steeling from people. An apology and admission of fault would be excellent as well - they can't keep doing this to people...

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Myself and the store of purchase have been in communication with the consumer and have recently advised the remaining undelivered item has an estimated arrival to our distribution center on 4/6/16. We are confident we will be able to deliver the item by the end of business week We do apologize for any delays the consumer may have experienced, however, all consumers are advised at time of purchase availability of items is an estimated time frame and can be subject to delay based on manufacture availability. I am pleased t provide an additional update upon completion of the delivery. In regards to working with the consumer on delivery dates and time frames to meet their scheduling needs, we are pleased to accommodate the consumers schedule to the best of our ability.Please advise if I can be of any further assistance in the interim.Best Regards,Deannie F[redacted]

Consumer

Response:

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

I received an email on 4/2/2016 from Ms. F[redacted] saying it would not be at the distribution center on 4/6 but rather 4/9. I recognize that this is only 3 days later than the other estimate, but this is all I have been getting from this company. Later and later dates. First it was 3 weeks from 1/16/2016 which would have been 2/6. The next date I was told on 2/24 was 3/21. On 3/14 I was told 3/28. On 3/29 I was told 4/6 and on 4/2 I was told 4/9. I get that these are "estimate" dates, especially when initially told. But when your item takes 12 weeks to be delivered, when they told you three, this is a GROSS miscalculation on their part. They need to tell customer UPFRONT that items are EXTREMELY backordered. and informed along the way. I had to call every single time for a status, except for this very last one, which I'm so fed up at this point it doesn't even matter. I do not expect my furniture to be delivered next week. It will be at their distribution center 4/9, so therefore they won't call me for delivery until at least 4/12 (since they are closed Sunday and Monday) Our weekday availability for delivery is non existant because we actually have jobs during the day - and they only deliver during the week days (not evenings when people are actually home) and on Saturday (just how we want to spend our weekend!). I was offered a measly $100 gift card to the store, on my third round or so of complaining. Why would I EVER step foot in this store again after this horrific experience? To me, that was a HUGE slap in the face. "We provided TERRIBLE customer service, but shop with us some more!" Fool me once shame on you, fool me twice shame on you. I requested a refund of the delivery fee, which is only slightly more than $100, but that apparently "can't be done". The no refund policy is ridiculous, but I suppose they do this because they would go out of business since people would be asking for refunds ALL the time because their furniture takes a quarter of a year to be delivered.

Regards,

Review: On September 1 I purchased a 3 piece sectional from Ashley Furniture Homestore Laburnum location. I explained to the salesman that we were renting our home out and absolutely had to have this furniture by September 18 and if that was going to be any problem I couldn't purchase that product. I was told I would probably have the couch on the 14th but GUARENTEED delivery by the 18th by both the salesman and the manager (it was even noted on my receipt because we paid an extra fee to have it on time). When September 14th came and I hadn't heard from anyone regarding delivery I called the number instructed and got a "full voicemail". I called the store of my purchase and was told to "keep trying until someone answered". Finally on the 16th a lady from the delivery company called me and told me the earliest she could deliver was the 19th I told her that wouldn't work and explained the situation, she made some adjustments and delivery was scheduled for the 18th between 1-4pm. The next day, the 17th I got a phone call telling me that 2 of the 3 pieces of my sectional had been damaged while being loaded into the delivery truck and asking if I still wanted the corner piece of my sectional while I waited approximately 2 weeks for the replacement pieces. I then called the store that I purchased from and told them about this delivery issue and was told "there is nothing we can do, do you want the 3rd piece of your sectional or not?" I said no thank you I would like a display model as a temporary resolution while I wait for my product, she told me that wasn't going to happen. Then I politely explained that I had to have a couch by the 18th and at this point I would like to cancel my order and receive a refund so I could go buy a couch elsewhere with same day delivery to which she replied, "you aren't going to get your money back, we don't do that, do you want the sectional ma'am?" So here we are.Desired Settlement: Since I know full well this issue will not be resolved by the time I need the sectional I originally purchased, I would like a full refund. This was a very misleading transaction, I spent $1700 and am left without a product at no fault of my own and want my money to take my business elsewhere.

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 found all merchandise was delivered in full to the consumer on 9/18/15. As per the consumers advisement, the consumer had requested to have all merchandise delivered no later than 9/18/15. At this time we would consider all concerns brought forth resolved in full as the consumers request was accommodated. Please advise if I can be of any further assistance to the consumer or if there is additional information in regards to the order we may be unaware of at this time.Best Regards,[redacted]

Consumer

Response:

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

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

Regards,

Review: I purchased a dining room table and chairs as well as a serving table from their store not quite a year ago. The merchandise totaled close to $2,000. When I purchased the furniture, the [redacted], [redacted], informed me that I would have a 1 year warranty on my furniture so that if I had any problems at all with my furniture they would repair it or replace it. Well, come to find out, after months of sweeping up dust underneath a chair and the table, I found out that one of my chairs and the dining room table had powder post beetles in them! Once I realized this, I took pictures and my receipt and went to the store to demand a refund. I spoke to the [redacted], [redacted]. Of course, he said it was out of his hands (you would think the sales manager could authorize returns/refunds/exchanges). However, he gave me the email address of the correct person to send my pictures to and he would also contact them to let them know the situation. [redacted] assured me that the worse case scenario would be they would replace the infected furniture. However, this was not the case when [redacted], the [redacted], contacted me. She basically called me a liar and said that maybe the bugs came from my home (it's a new home and I don't have this problem in any other furniture). She said that they would not be giving me a refund and they wouldn't replace the damaged furniture even though it hasn't been 1 year from date of purchase! Ashley Furniture is not honoring their products and clearly do not understand the concept of good business practices. Basically, they expect me to eat the $2,000 and go buy another set of furniture since I can't leave this furniture in my home. This is completely unacceptable and unethical.Desired Settlement: I would like a refund because obviously, their furniture is substandard and of poor quality. However, at the very least, I would be willing to compromise and let them replace the bad pieces. That is the very least they should do. That's the right thing for them to do.

Business

Response:

[redacted]

February 3, 2014

To Whom It May Concern:

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

We have spoken to [redacted] and he is coming in to reselect a new dining room suite. At this time I would say that [redacted] is happy with this option to resolve his concerns.

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

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. Ashley Furniture has made good on their word and has indeed delivered me a new dining room set. I am pleased with how they handled the situation. Thank you for your help.

Regards,

Review: I went to Ashley sat on many sofas as I have a bad leg and back which requires a firm surface for me to get up from and to support my back when sitting. I made my selection based on the firmness. The sofa I received was not firm and when I sit I sink into the cushions making it difficult for me to get up and it hurts my back. I thought I was crazy at first as it looked like my sofa. I had my daughter sit on mine and then we went to the store to sit on the display. Wow what a difference. I went to the sales associate who immediately told me they probably used a different foam on my cushions and referred me to customer service. I went to them they took my info and had someone call me. The lady said she was sending out new cushions. That that should fix my problem. I now have major concerns that they do not send the same quality of product to their customers that is displayed in the store. I asked what if it's not the cushions but in the number of springs used. The lady assured me this would fix my problem. The cushions arrived they are so much firmer than mine but are too short and don't cover the sofa. The back cushions which are attached to the sofa are sagging and the throw pillows are flat. I want what I sat on what I thought I was getting not something that looks the same but is not the same quality. I went to the store multiple times and the manager has never spoke to me but chose to walk away.Desired Settlement: I want the quality of sofa I thought I was getting. I have even asked for the display at least 3 times and was refused. I will accept the display as long as it still looks the same as when I last sat on it

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture I would like to apologize to the consumer for any dissatisfaction the consumer has experienced thus far. Please rest assure we will do everything within our power to resolve the consumers concerns in a swift, efficient and professional manner. Our customer care department has spoken to the consumer and advised we would be pleased to place on order new cushion cores and casings for the sofa to rectify the concern. We have taken appropriate measures to expedite the shipment of parts. Upon receipt, we would be pleased to install at the consumers earliest convenience.In regards to the warranty information provided to the consumer. We can concur that the consumer was advised that moving the merchandise from it's original location does null and void the manufacture warranty as it is not inclusive of any damages that may occur during transportation. However, in the efforts to provide excellent service we would be pleased to continue with service as previously advised. We are confident upon completion of installation of new parts ordered we will be able to fully resolve all concenrs brought forther by the 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.

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

Regards,

I am sorry. I do not have access to email at home. Ashley sent me new cushions they too were wrong. I finally got them to come out and see the sofa. The tech. found them to be incorrect. A third set of cushions is being ordered. This is not acceptable to me. I purchased the sofa on May 2nd and have asked ever since for it to be fixed that fact that this is almost 4 months later and they still want me to wait is unacceptable. Now I want a new sofa and compensation for my time and troubles as they have proven their inability to correct the problem.

Review: We purchased several rooms of furniture from Ashley Home Store in Fredericksburg, Va 22401 over a year ago, we even went as far as buying the extended warranty with it since we looked at it as an investment. the dinning room table is now beginning to have defect the top is bubbling in several spots, I called the store 2 weeks ago and spoke to a woman name[redacted](?), they should be able to find this on their recorded message. Anyway as of today I have not received a call for for instructions or the process of how the the dining room table should be handled. I find this kind of service unprofessional and utterly unacceptable if they can't stand behind their product warranty and especially customer service , they need to either replace their personnel or retrain them to understand the importance of customer service, not every customer is right and I understand that but it is their job as experts in their field to make sure they are in compliance with what they are offering.Desired Settlement: I would like for someone to come out to my resident and evaluate the dining room table, and replace it. They need to make an appointment , other options are not acceptable at this time.

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I would like to further assist the consumer in any way I can. Upon further research I did find his delivery took place in July of 2013. The manufacture does offer a warranty of up to one year which has suprassed at this time. However, I would like to review his concerns to establish what we may be able to do to assist him in his endeavors. I can not find documentation of previous concerns regarding [redacted] file. To better understand his concerns I would ask that he provide pictures via email so that I may adress his concerns accordingly. Please advise if the customer is willing to do so. He may send them to [redacted]

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]

This complain actually was called in in July, when I didn't here back again, I do not work on your time I called back and it took 2 weeks and a complain to the Revdex.com for this to come through, I was also told when I bought the furniture that the only way to get the pricing was to buy the extended warranty, but the warranty only covers any accidents cause by the consumer. It's unfortunate that when you have recordings and can't find the recording, then what good is a recording, I have attached pictures, I accept this term that you will TRY to help, I already called the warranty company and they can't do anything about it. I will continue with this matter to the next level. It's unfortunate that this is the kind of professionalism and service you have to deal with people who have lack of knowledge, service and definitely record keeping.

Regards,

Consumer

Response:

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

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

Regards,

this is a second complain about his company, I haven't received any phone calls or any correspondents and it's beyond the 5 days that the requested was sent in by their own assessment personnel. Again not standing behind service warranty and product, no professionalism, poor product and lack of training and customer care. Please see below. Dear Protection Plan Customer: Following your service appointment, our professional technician has provided us with a report on the inspection/service performed. We will process the report within the next 5 business days and notify you of any additional service steps, if applicable. Sincerely, Customer Service Center *Please add [redacted] to your safe sender list or address book. **Please do not reply to this message. Replies to this automated notification are routed to an unmonitored mailbox and cannot be delivered. For more information about your claim, please have your Claim ID available and log in to [redacted]. We value our customers and respect their privacy. To view our privacy and security policy, go to www.montagefs.com. To update your subscription status or unsubscribe, send an email to [redacted] Protection Plan Service Center [redacted] 09/30/2014 [redacted] Dear [redacted] After reviewing your protection plan claim, we have authorized replacement of the following item(s): Dining Table We have requested that your retailer order the replacement item. Your retailer will contact you when your item is available. Your furniture retailer will also require the damaged furniture back when you receive your new furniture. Please note that your coverage for the replaced item(s) ends upon receipt of your replacement item. Any item(s) not replaced will continue under the terms and conditions of this protection plan. The re-selected furniture will not be eligible for coverage under your prior protection plan. However, you may purchase a new plan to protect your new furniture from the retailer. You may check the status of your claim any time at our secure web site, [redacted] You also may contact us at the phone number listed below with questions. Please have your Claim ID available when you contact us. Sincerely, Customer Service Center [redacted] Claim ID: [redacted]

Business

Response:

Revdex.com spoke with the business. A replacement table was received by the customer on 11.6.14.

Review: This is the most unprofessional ,rude, arrogant,lazy busniness I have ever deal with ordered sofa &lov seat 2 week ago that I already paid for I still don't have it.I have made over 20 phone calls in that time i'm lucky if even one of the call were returned.the [redacted] is very rude and refuses to take any blame.I am highly unsattisfied and I will NEVER go back to this store I will make sure no one else I know ever goes to this store.this is sorry excuse for a furniture store don't even bother going there unless you want to be treated with disrespect and want to wait over 2 weeks for a a single piece of furniture .On Sep1st , I bought a set of living room from Ashley furniture in manassas va store,an request fast delivery service my sales man an sales [redacted] both was there told me that ok how about Friday sept 5 I said great I was so happy an come home . I called. Off my job and sty home to receive it, No call no showed, I contacted the store an got poor threaded the [redacted] he said oh sorry no body put your name in the system for delivery ,he said your item will be delivered on sept 9 on tuesday, I receive call on sept8 from delivery office that they conform delivery, I call off again from work stayed home No show again.....I contacted the store they said unfortunate nothing can be done. I talk to Sundy one the [redacted] that she said come to the store at 10 am on sept 10 an see [redacted] he is the only one can help you I call off again go to the store the [redacted] was rude iwas so helpless by the service , he give me a phone a number [redacted] to call an sake for my refund ,icalled more then 50 time a lady called [redacted] she told me she has no control of refund she is gona talk to someone ,I was shocked to see how your super level mangers are has the worse attitude and zero customer service. I asked for full refund She said she has no control ,Ashley furniture not being cooperative at all .the worse experience ever had with managment an customer service. I would like to ask an assistant form your department on this matter. [redacted]

Business

Response:

Good Afternoon,

We here at Ashley Furniture Homestore would like to thank you or bringing this consumers concerns to our attention. After careful review of the consumers concerns we have extended the offer to refund [redacted] for her most recent purchase with us due to a delay of the arrival of her merchandise to our distribution center. [redacted] has been issued a full refund and should be expect it's arrival in 3 to 5 business days.

Best Regards,

Review: I came into the store and was bombarded by salesmen. Regardless, I did find a [redacted] that I liked. I bought the [redacted] (using financing and a down payment). I was assured that their average delivery time was 2 weeks but it may take up to 8 weeks for delivery. After hearing absolutely nothing after 3 weeks, I began calling. The company told me that the sleeper was set to arrive to distribution on a certain date. That date came and went... three times. Finally after more than 8 weeks, I cancelled my order and was ensured (by the manager) that I would get the refund check (for my down payment) in 7 days. That was 16 days ago on 03/05/14. I called the the store again today and was transfered all over the place. Finally I got to someone that told me that the processing lady had gone to lunch at 1130 and still wasn't back at 2. Then I told her I would call back. I called back at 330 and she ([redacted]) told me that the processing lady just never came back from lunch. I asked to speak with the manager whom told me he would call me back. He did call me back and said that the refund was still processing and it would be another 5 days (atleast) and there was nothing he could do.Desired Settlement: I would like my down payment back. I did not receive any products or services.

Business

Response:

Good Afternoon,

The customer's refund check has been processed and will be mailed out to her home address as requested on 03/26/14. The customer has been updated as well by voice mail.

Regards,

Review: Delivery. Amongst the worst customer service experiences I have had. Third time that they have scheduled a delivery through their third party delivery company, TNT. Third time that they have called to cancel because they do not have the parts. I confirmed with Cathy in the delivery department prior to last delivery who assured me that all parts were available and apologized for the previous two mix ups. This morning, during the scheduled delivery window, TNT rep Victoria called to tell me, yet again, part was not available. To pass the problem, she forwarded the line to a supervisor that was not at desk and did not answer. Call back was unsuccessful as well. Confused at this clown show. Highly recommend to stay away from this location. Service run-around with no one able to assist.Desired Settlement: Complete disconnect with internal Ashley computer system, distribution system, and third party delivery company. Customer service issues. Request to speak with manager and potential for deliver charge refund due to 3+ failed delivery attempts, missed work, frustration.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture I apologize for any inconveniences the consumer may have experienced while we were working to resolve his concerns. At this time I am pleased to update that all items were delivered in full on 4/2/16 and ser4vice for this consumer have been rendered in full. Best Regards,Deannie F[redacted]

Review: My wife and I went to go purchase new furniture on 2/15/16. We picked out the furniture we wanted and told the salesman (Rowando) that I was on vacation for the next week and I half and if he couldn't guarantee that we would get our furniture by 2/24/16 then we would go ahead and proceed with the purchase. He proceeded to look on his computer and make a phone call and said that all of everything was in stock in Fredericksburg ready to be shipped except for one piece which was coming from North Carolina but it would not have any affect on the timeline for delivery. I told him specifically that if there was a problem with that timeline then we would just rent a U-Haul and go get it ourselves and he said no there are no problems here. I have been trying to contact him for four days straight with no luck and also dealt with the manager (Kevin). Today 2/25 I was finally able to reach Rowando and he said he does not know where our furniture is and that Fredericksburg told him the delivery should have been set for 2/27 but now he just doesn't know what happened and that there is nothing he can do to find out any more information... So I proceeded to call back to the store and ask for the Fredericksburg shipping location contact number and then called them and gave them my name and they said that none of the furniture was ever in stock and that they are not expecting it to be arriving at their shipping location until 3/7. Means we will not get it until 3/12 at the earliest. Now we have spent $4,200 on furniture that was promised to us at the time of sale to be delivered within 1 to 2 weeks, that we will not be receiving for a total of 26 days after the purchase. All we want is to get our furniture ASAP and now after all of the nightmare headache that we have been through dealing with this every single day for the past week and a half and being lied to over and over again about where our furniture really is, I'm pretty sure a price reduction is in order.Desired Settlement: Delivery of order and price reduction

Business

Response:

Good afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize for any inconveniences the consumer may have experienced due to the delay in merchandise. we are however, pleased to report that the consumer did contact us on 2/25/16 and advised of the merchandise delay and seeking immediate resolution. We were able to make his order available immediately for delivery and delivered all items in full the next day on 2/26/16.The delivery has been confirmed to have been delivered in full and all items to be in perfect condition. All concerns have been considered resolved in full. Please advise if I can be of any further assistance. Best Regards,Deannie F[redacted]

Review: We purchased a 3 piece set of furniture from the Ashley Store on West Broad St in Richmond on 7-4-15. It was delivered a few weeks after. We had not had the furniture but a few months when we noticed the seam on the middle cushion of the sofa was ripping. We contacted Ashley and were referred to Melvina [redacted] who was in charge of warranty issues. She explained we had a 1 year warranty from the delivery date. She ordered a new cushion and had a repair main come out. The repair person came out and replaced the cushion. The cushion did not match the other 2 cushions on the sofa. he explained it would eventually match after being sat on for a couple of weeks. After almost a month, that cushion still looked different. After that repair was done, holes in the same seam has come on 3 different cushions. Now another cushion on the sofa has a rip and both of the cushions on the love seat have rips. All of rips are in the exact same seam. Obviously there is a manufacturing defect in this furniture. We have asked for either a refund or new furniture. They have refused and want to repair the other cushions. We were not satisfied with the other repair so it doesn't make sense to have another one done that will have the same result. In addition, she has advised me that they will not guarantee their "cushion repair" for a year from the date of the repair which is not acceptable. If they feel as if the repair is as good as a new cushion, then they should guarantee it also for a year from the "deliver-installation". At this point, the cushions are not going to all match and the recliner will definitely not match the sofa and the love seat. Very dissatisfied in this furniture and when you are making payments on furniture you expect it to at least last until it is paid off. Not happy with the "repair" options they have given us and not happy with the "warranty" on the repairs. Would like either a refund or a new 3 piece set with a new one year warranty.Desired Settlement: Want either a refund and the furniture taken back at their expense or a new 3 piece set with a new one year warranty from the delivery date.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address her merchandise concerns. We did as the consumer advised addressed her original concern with the middle cushion with parts ordered and installed. The repair did resolve the original concern of the merchandise being repaired. However, the consumer did express a secondary concern of the die lot differing from the original cushions in her home. While we must advise that the manufacture does not guarantee die lot, we can certainly empathize with the consumers concerns. The consumer was advised two additional cushions and casings were ordered for the sofa, as well as all cushions and casings were ordered for the loveseat as well. While there was no confirmed damage for any of the parts placed on order, we felt it was in the best interest of the consumer to replace all to improve the likelihood of a die match of all pieces in her home. The consumer is currently on schedule for a service technician to install all parts ordered on 3/1/16. We are confident all concerns will be resolved in full at that time. Please advise if we can be of any additional assistance in resolving the consumers concerns. Best Regards,Deannie [redacted]

Review: Purchased what I thought was a new 5 piece living set from Ashley Furniture Homestore in Woodbridge,Virginia but what I received was defective,poor quality, cheap furniture that had scratches,dents,knicks,and the padding is deflating the more you sit on the sofa and/or loveseat. The seams and staples are coming apart in the loveseat also. I had to initially wait several days from the original delivery date of the furniture because no one called from the furniture store to informed us that the date was changed. Then we received partial delivery because the loveseat was on back order and once again no one informed us of this matter. We called several times for a store manager and the owners information but we were giving the "run-around" by customer service. After finally receiving the loveseat on 01-09-2016, we noticed all the problems with the furniture and contacted the store and was told that we would be getting a "new" loveseat but as of today no new loveseat or sofa.Desired Settlement: We are requesting a NEW 5 Piece Living Set that is not defective or damaged.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We currently have a new loveseat available for exchange for the consumer at their earliest convenience. The consumer has been advised of such. However, we have reached out to the consumer in regards to the sofa as we do not have any information or documentation of the damage. We are pleased to address the concerns with the sofa upon receipt of the additional information so we may address the consumers concerns accordingly. Please feel fee to contact me should you have any additional questions or concerns in the interim. Best Regards,Deannie F[redacted]

Business

Response:

Good Afternoon, Please allow me to provide further update in regards to the consumers resolution of concerns. We have reviewed the additional pictures sent by the consumer in regards to the sofa. Upon review of additional information, replacement of this unit as been placed on order as well in preparation for exchange as well as the loveseat. Best Regards, Deannie F[redacted]

Consumer

Response:

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

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

Regards,

Review: I purchased 2,ooo dollars worth of furniture from Ashley Furniture on March 14, 2015. I was told to call in 2-3 days to get a delivery date. I called the number for delivery listed on my receipt on March 17, 2015. I was disconnected two times. So, I called the store, I was told there was no delivery date set yet. On March 26, 2015, I again called the delivery number and the phone just rang and rang. No answer. I called the store again and was told it would in a warehouse an hour from me on April 4, 2015. No delivery date could be given. At this point, it has been 2 weeks and no delivery date set. On March 28, 2015, I went into the home store. Two different managers told me that each customer is told it could be 2-4 weeks for delivery. I asked to show me proof that I was told that because I certainly would not have completed the sale it I knew it may take so long. They could not show me proof. In fact, they keep no record of any such statement they claim. The managers said they contacted me two times regarding delivery. They did no such thing. I made contact with them! I was not allowed by their tiny print to cancel my order. So, I paid 2,000 dollars and have no furniture. I was given a delivery date this day of April 5th. This will be THREE weeks from the time I purchased their product. This is unacceptable!! They would not even offer to refund me the cost of delivery which is well over 100 dollars. All they keep saying is customers are told 2-4 weeks for delivery. This is a flat out lie! Ashley Furniture has only a one star rating with Consmer Affairs and most seem to be related to delivery issues. And most complaints with Revdex.com seem to be with delivery issues. I would never again purchase anything with my hard earned money from Ashley Furniture.Desired Settlement: I want my money back and my order cancelled

Business

Response:

Good Morning,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 the merchandise delay may have caused the consumer. However, all consumers are advised at the time of purchase via our terms and conditions merchandise is ordered directly from the manufacture and delivery availability is an estimated date at the manufacture's advisement. Upon further investigation I have found all items currently in stock and the consumer has been scheduled for delivery for 04/14/2015. Please feel free to reach out to me should you have any further questions in regards to this consumer. Best Regards,[redacted]

Review: I purchased over $3000 worth of furniture from Ashley Furniture Industries, Inc from [redacted] and paid it in full amount. The furniture was delivered two months late and damaged. I was not home when it was delivered, but when I arrived I noticed damages on everything. I called the store and spoke to a receptionist, who brushed me off and would not let me speak to a manager. I decided to go in the store to speak to the manager, who then made copies of my receipts and faxed it to a department who are in charge of these issues. Afterwards, I was told to call the repair department and they sent someone over to take pictures. He also took the tags with the barcode off the furniture and took them with him. Later, they called me and told me that they can send someone to repair the furniture. I told her I did not want to repair it because I purchased a brand new set, therefore I should be given a brand new set which is NOT damaged. She became very rude and told me that if I don't want a repair then there is nothing she can do about it and hung up. I continued to call but was never able to reach anyone. This was purchased May 19, 2010 and I don't know what else to do because I cannot get a hold of anybody. I am entitled to a reply and a refund. It seems that Ashley Furniture has a reputation for bad customer service. There are a lot of customer complaints and it seems as if nobody is doing anything to solve our problems. I would like to receive a call about this because I do not want to be directed to different people all over again. You can reach me at (510) 688-7334. thank you. [redacted]Desired Settlement: I would like a full refund for the damages and horrible customer service.

Business

Response:

[redacted]

To Whom It May Concern:

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

I have reviewed the consumers complaint, unfortunately our agreement that all customers are given a copy of once they sign it at the time of sale states we reserve the right to repair the furniture. Obviously if we are unable to repair the damaged goods we will order new units, but in customers [redacted]s case they refused any services, which would lead us to believe they are deciding to keep the furniture as is. After looking further into this customer’s sales order I found that we delivered the products the consumer purchased on June 30, 2010, all delivery receipts were signed off in good condition. The delivery and service department that came out to the consumer’s home was from the company we used at the time, who followed our guidelines of the agreement. Since the service and delivery department were turned over to our Fredericksburg, VA warehousing we have spoke to this customer one time, which was just last week. We explained if they would like us to come out and reassess the damages with another technician even though they are beyond the in home service warranty we would do so but they refused any services as they are demanding only replacement items. As previously stated if the customer is refusing services we will assume he has decided to keep the furniture as is. At this time we have an open work order for Al Majid which will be left open until the end of the month as that will put them at their one year mark, and beyond any warranties. If they would like for us to move forward we would be more than happy to assist them with their furniture concerns, they may contact our office to schedule a service call Tuesday thru Saturday (8AM-6PM).

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,

Consumer

Response:

[redacted]

[redacted] Please accept this letter as written complaint against Asley Homestore - Sterling, VA. I purchased a whole leather living room set on 05/19/2010. Also purchased 5 years warranty. It was delivered to me damaged all over the furniture not only the sofas but the tables too. As soon as the next day I called Ashley's customer service I notified them, but I was being pushed from one department to other for 10 months. So I send my complaint to [redacted] After the complaint was send by Revdex.com. they send a respire man to fix the damage furniture that he did more damaged then good by repainting the spots. After causing me stress and anxiety I stopped at that time. In this 4 years these little damages are becoming bigger and bigger as the leather was bubbling and peeling. This is covered under the warranty plan, unfortunately they are giving me the runaround. [redacted] total $3,020.73 plus 249.99 warranty plans. As I was tolled by sales man the leather was top grain leather and it is not as I research now. Dear, Revdex.com I am reaching ones more to you please help me. Thank You, [redacted] Phone number [redacted]Sent from my iPad

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 empathize with the concerns the consumer is having with their purchase made with Ashley Furniture. However, upon further research our findings will prevent us form being able to take any further actions to assist. The consumers concerns stem back from a delivery date occurring on 6/30/2010. While we do understand the importance of addressing and resolving any delivery concerns that may occur, these concerns must be brought forth in a timely fashion so that we may research and address accordingly in a time efficient manner. I have found no documentation in regards to these concerns. We cannot speculate when this may have been brought to attention due to the amount of time lapsed since the delivery occurred. Also, please be advised all purchases come with a one year manufacture warranty, whereas Ashley Furniture agrees to service any manufacture warranty concerns up to one year after delivery. The consumers manufacture warranty expired on 6/30/2011. All consumers are advised of such at the time of sale in our terms and conditions agreement acknowledged at the time of purchase. Please feel free to reach out to me with any further questions you may have in regards to this consumer.Best Regards,[redacted]

Consumer

Response:

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

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

Regards,

The warranty is for five years.

Review: on August 16, 2009, a sofa set was purchased from Ashley Furniture Home Stores [redacted] / purchased in the name of [redacted]). The salesman sold the 5 year extened warranty, stating the set would be covered for any and all infirmities no matter the cause. In August of this year Ashely Furniture was contacted with a warranty claim due to pealing of the leather of the sofa, however, no correspondence was returned. Numerous attempts were made to contact the warranty division. In October, [redacted], finally returned correspondence requesting us to submit a photo and description of the manufacturer defect. [redacted] was advised that the sofa's leather color was pealing off and no chemicals or abrasives were ever used to create this abnormality. [redacted] indicated she would forward the request to the company for advice. She later returned correspondence directing us to a 3rd party furniture repair shop without any further instructions. She did not indicate if Ashley would be covering costs of the repair. I have tried on numerous occasions to contact a manager and Michelle without a return call or email.Desired Settlement: We wish for the defective item to be repaired or replaced per the original agreement set forth in the purchased extended warranty. The warranty has since elapsed as of November 1. 2014

Business

Response:

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attention. I do apologize for any confusion, however, while the consumer does mention she spoke to one of our employees in regards to this claim this should be brought forth to the extended warranty company through which they purchased the plan. While we do authorize the extended warranty to be sold as an added coverage for consumers merchandise, the claims would need to go to their extended warranty provider Montage as it is a separate company not pertaining to Ashley Furniture in itself. We as a retailer have a one year manufacture warranty. I will be happy to provide contact information of the extended warranty company for the consumer should they no longer have the appropriate information.Thanks,[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.]

Regards,

The representative of Ashley Furniture, [redacted], contacted the extended warranty department on our behalf. The issue here in lies, Ashley Furniture did not provide adequate and or any corrective measures. Additionally, a response from the warranty department yielded a business who performs furniture work. We did not receive an accommodating response outlining contact information. Similarly, at the time contact was made to Ashley Furniture, the item was under warranty. Due to lapsed time in receive a response, the warranty has since expired. We feel as thought the lack of communication, and lack of service, has left us with defective furniture.

Review: I placed an order with Ashley Furniture on July 21, 2015 for a bedroom set of furniture. It is now October 20, 2015 and I still have not received the entire order. I received 3 pieces a month ago and was told the other 2 were damaged. Then 2 weeks later I received another piece of furniture and was told that the second piece was damaged the reason I did not receive it. I asked when I could expect delivery and was told they did NOT know. So, I called back about 3 weeks later and was told it had arrived and would be shipped the following Tuesday. So, I took a 3rd day off of work because each time someone had to be there and they gave you a 3 hour window of time in which the delivery would be made. This time I waited from 10 AM until 5 PM and no delivery was made and no call to say why. When I called I was told that the piece was damaged the reason I did not receive it, which was the same excuse I got 5 weeks ago. They transferred me to the manager of the distribution center and of course I got his/her voice mail for the 2nd time and still I have not received a call back. I then contacted the store where I purchased the furniture and was told by the "Customer Manager" [redacted] that the piece of furniture was discontinued and no longer available. This was the same person I spoke to a month ago and asked if I could just get the one on the showroom floor and she said NO! Well, surprisingly this time [redacted] said I could get the one on the showroom floor. When I asked why the change she proceeded to tell me that she did not have the authority so then I asked to speak to her sales manager. His name was Teddy and he was not very helpful either because he said that he had no way of shipping the item to me directly and I would have to wait another week. I told him that was unacceptable so he has now promised me the item by Saturday. When I asked what kind of compensation he could offer me he said $100 was all he could do. I will NEVER purchase anything from Ashley Furniture again.Desired Settlement: I feel that I should receive the last item of furniture for FREE. After taking 3 days off of work and getting such POOR customer service I deserve to be compensated for more than $100.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize for any inconveniences the consumer may have experienced during the delivery process. I can confirm that all merchandise has been delivered in full as of 10/24/15 and services have been rendered in full.In regards to the gift card offered, we do sincerely apologize the consumer was displeased with the offering of. Please rest assure it was offered to the consumer as a sincere gesture of appreciation to a valued consumer. We are pleased honor the offer at any time should the consumer wish us to do so.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 response was very vague and it simple said a gift card. I do not know the amount of the gift card and I do NOT want to ever purchase anything from the again so why would I want a gift card to shop at their business.

Regards,

Business

Response:

Good afternoon,On behalf of Ashley Furniture Homestore we do sincerely apologize the consumer was not pleased in our offer to compensate her for experience. The offer was a sincere gesture to thank her for being a valued guest of Ashley Furniture. We are pleased at any time per the request of the consumer to send the store credit. As previously advised, we simply do not have an avenue to provide free merchandise to the consumer, nor is it viewed as a reasonable request to resolve her concerns. Per my previous advisement, the consumer has received all items in full and reported to be in good condition. As of 10/24/15, all services have been rendered in full with no pending concerns from the consumer outside of the compensation request. Please be advised the merchandise the consumer has requested to be delivered free of charge was delivered to and accepted by the consumer on 10/24/15. I am pleased to furnish documentation at your request of all information provided.Best Regards,[redacted]

Consumer

Response:

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

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

Regards,

Review: Seventeen days later the[redacted] plush gel bed matress, box frame and bed frame has not been delivered.I have not even received a courtesy call from the Ashley furniture. On Sat(July 27th) I purchased a soft set and sleepy plus gel bed and bed frame from Ashley furniture [redacted]. When I inquired I was told by the sales person ([redacted] and his supervisor) that the items are in stock and will be delivered with in 3 business day. The sofa set was delivered on Wed July 31 but till date I have no clue of when my bed, box frame and bed frame will be delivered. When we called Ashley furniture last week we were told someone would call us by the end of the week. So far we have not heard back from Ashley furniture. I am very disappointed and would like to know why I should waste my summer waiting at home hoping for the bed to be delivered instead of going out with my kids on a vacation. This is worse than bad after sales customer service. Ashley furniture has taken the full payment from me and not even delivered.[redacted]Desired Settlement: Give us a call and schedule delivery asap so that we can be at home, remove the old bed ect. etc.

Business

Response:

Ashley Homestore

August 14, 2013

To Whom It May Concern:

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

At this time we have [redacted] schedule for delivery of his new mattress on August 17, 2013. Once the delivery is completed we do believe [redacted] will be able to enjoy his new purchase, and this matter will be closed as completed.

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

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.

[

My mattress and box spring has still not been delivered. After many follow up phone calls I was told that my High end mattress and box spring will be delivered on Sat (8/17). The delivery men came to deliver on Sat(8/17) but they brought some ordinary mattress instead of the high end plush gel mattress which I had ordered. It took me a while to convince the delivery men that the mattress I had ordered was a high end mattress and not the one they brought. The delivery men called Ashley Furniture and finally the manager (I think his name was [redacted]) confirmed that the mattress and box spring was not the high end mattress I had ordered and they took the mattress and box spring and left. We had to again assemble and use our old bed. They whole joy of buying a high end mattress is lost. I had placed the order in July and till date I am still waiting not knowing when the mattress will be delivered. After that no one from Ashley Furniture has called me to let me know when the order will be delivered.

I am totally disappointed with Ashley Furniture’s and don’t think I will shop at that store again.

]

Regards,

Business

Response:

The below is our response to [redacted] email that came in yesterday. At this time we have left him a message and tentatively scheduled for a Saturday delivery. We are awaiting his response to insure this day will work for him if not we will accommodate with a date that works best.

Thanks,

Good Morning [redacted]

We here at Ashley Homestore do appologize for the delay in getting back to your regarding the mattress delivery. As of yesterday we left a few messages trying to get you on our delivery schedule for Saturday. Please contact us so that we can save you a delivery slot for that day or another one that will work for your family.

Sincerely,