Ashley Furniture Homestores

Review: I recently purchased a livingroom set (reclining with a wedge). On sale for about $2000. First, the wedge wasn't what was explained. It was supposed to be more seating, but it was like an end table. This part I was ok with, but after only 2 months of normal use, the 2 seats used the most starting fraying. According to the manufactory warranty, that should be covered. I did not get the (extra prote...ction) because there are only 3 of us in the home and we are all adults. My other furniture has been fine over the years. I took photos back to the store and spoke with the manager, [redacted] I was given another number to their customer service in Fredericksburg. I spoke with [redacted] first, said she couldn't help me because it was self induced. Of course I asked for a supervisor. After almost a week, I finally got a call back from [redacted] She told me the same thing. Why would someone spend that of $$$$ to tear it up?!?!?!?. This went on for a couple more days. [redacted] said she would take it to a higher level, but wouldn't give any names. After a few more days.. she called back and said they had said the same thing. For some reason, I just don't believe her. I sent an email to the store manager who informed that he thinks that particular set might have been discontinued... (go figure). It has now been over 3 weeks, still haven't heard back.I have emailed the main office in WI and they just tell me that this location is independantly owned and have their own policies. They should still stand by the manufacturers warranty.Desired Settlement: Would like the products replaced with something of our liking of at least the same value if this set has actually been discontinued. I didn't buy new furniture to have it repaired after only 3 months.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize the consumer remains displeased with our assessments of the merchandise. Please allow me to provide further details to correlate with the consumers claim. On 7/15/15 the consumer did reach out to our customer care department to express her concerns she was experiencing with her purchase. The consumer advised the cushions were fraying and required repair. Pictures were reviewed by our customer care department and were deemed to be self inflicted due to the nature and positioning of the frayed merchandise. The consumer was advised while we could not speculate as to how the damage incurred, we did feel the damage may have incurred by something rubbing the fabric when sitting on it. No other damage was visible with the exception of the frayed marks on the seat deck which would correlate to our findings. The consumer was dissatisfied with the response and this was escalated with in our company for additional review. All claims brought forth were reevaluated at the consumers request. Ultimately the damage was deemed to be caused by misuse of the merchandise and consumer was advised service would declined at this time.Pictures are furnishable upon request. Please feel free to reach out to me should you have any further questions in regards to the information provided.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.As [redacted] stated there was something rubbing against fabric while sitting on it, our backsides as any furniture would be used. The reason it's only fraying in that particular area is because that is the most used area. As I stated, I didn't purchase the furniture to not be used as normal, but after only 2 months of normal, regular use, the fabric should not be in that kind of state. During the time I have been dealing with this company; an additional 2 months now, there is more fraying on the product. Fraying material is covered under the manufacturers warranty for 1 year and should not have come to this. The ce from the Ashley Home Furniture Stores is unexceptable. I can provide more photos if necessary.Regards,[redacted]

Business

Response:

Good Afternoon,I have reviewed the information sent in by the consumer. While we do stand behind our 1 year manufacture warranty, the concerns the consumer is experiencing are not lilted as any manufacture concerns. The seating as previously advised is not frayed it is scratched by what would appear to be a foreign object while in use. The concerns brought forth are not of normal wear and tear inclusive of the manufacture warranty and are believed to be related to misuse of the merchandise. we do sincerely apologize the consumer remains displeased, however, we would be unable to move forward with service at this time due to the nature of the damage.Please see below the paragraph specifically relating to upholstered fabric, whereas the above mentioned damage is not advised as being coverable under the manufacture warranty.UpholsteredFabric1 Year Limited WarrantyAshley Furniture Industries, Inc.warrants to you, the original retail purchaser, for a period of one year fromthe date of purchase, all upholstered fabrics against seam slippage, fraying,and dye transfers. Thiswarranty does not cover tears, flattening of nap, pilling, fading, or shrinkingand is not valid when heavy soiling or abuse is evident. This warranty alsodoes not cover protective finishes, velvets, velvet types, and Orlon, since bytheir very nature, these fabrics are of soft texture and will crush, shade andmark more readily than most fabrics; these characteristics are in no way to beconsidered a defect. Ashley Furniture Industries, Inc. will pay, within oneyear from the date of purchase, reasonable and customary labor rates to repairor replace the defective parts and shipping costs from the retailer to and fromAshley Furniture Industries, Inc., or a repair center designated by theCustomer Service Department of Ashley Furniture Industries, Inc., at no chargeto the original retail purchaser.

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 have [redacted] some photos that were taken only 2 months after taking possession of what was supposed to be NEW furniture. This furniture is not misused in any way. There are only 3 adults that live my home. This is a result of low quality merchandise that they charge higher quality prices for. If this has occured due to misuse, why doesn't my other furniture have the same issues? It was in the same location as this furniture prior to my recent purchase. I won't say that we only sit on it with our Pj's on because that is simply not true, but we don't use it any different then our other furniture or the way most families use their living room furniture. I can other photos if necessary. If they would take a look at the reviews posted on their [redacted] page and on [redacted], they would see they have quite a few unhappy customers. I wish I had looked first. Regards,[redacted]

Review: We bought furniture from this store and were advised it would be delivered around April 1st 2015, now we are being told it won't get deliverd until late April maybe even May. We bought the furniture because they advised two to three weeks for delivery (purchase date March 15) if we would have know this we would not have made the purchase. This seems to be an issue with this store due to the online complaints I have read (my fault for not reading before purchase). I am now in the process of suing them civilly for not only the delivery charge but for my time dealing with this issue also...SOMETHING NEEDS TO BE DONE....ongoing issue with this store!!!Desired Settlement: Refund of the delivery charge...

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We most sincerely apologize the consumer experienced any added frustration due to the delivery process and the expected arrival of the merchandise. However, we do take all appropriate measures to ensure we clearly advise the consumer all arrival dates are estimated and the arrival of the merchandise is soley based on the supply and demand at a manufacture level. We did diligently remained in contact with the consumer to advise of any further delays of the merchandise as were awaiting it's arrival to the distribution center. The customer was contacted on 3/20, 3/27, 3/31, 4/1 to update the consumer. All merchandise was delivered in full and it good condition on 4/11/15. At this time all concerns have been considered resolved at this time. Please let me know if I can be of any further assistance to the consumer.Best Regards,[redacted]

Review: The delivery people came on 12.9.15 with just my dressers and night stands.No one called to tell me my bed set was on back order. Yet they leave you a message telling you to clear the room for your new furniture so we did. I called the store the same day and was told it would be ready Tuesday 12.15.15 Again no call or care from them so I called Friday 12.18.15 and was told oh yeah your furniture is in and you can get it Christmas Eve. Really when was someone going to call me. I said that was not acceptable and requested a manger. The rep refused to give me a manager and told me they woul email a manger about the problem. There's no communication from this company what so ever. Once they get the sale who cares about the customer. Me and my wife have had to sleep on the floor because this company can't get it together.Desired Settlement: I want the rest of my furniture delivered ASAP and a refund of the delivery charge since I have had to do all the leg work since this company doesn't care to communicate with its customers.

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 Homestore please accept my sincerest apologies to the consumer for any inconveniences they may have experienced while awaiting the delivery of their order in its entirety. I am pleased to report that all remaining items for the consumer were delivered in full on 12/29/15. At this time all items have been confirmed as delivered in full and services have been rendered to completion. Best Regards,Deannie F[redacted]

The experience at Ashley Furniture started out great. We walked in, were greeted and left to shop for a new couch. We informed the salesman of our selection and purchased it. He told us we would receive our couch in 10 days and it looked like everything was in stock. So the 10 days roll around and still no call about delivery. I called and I was informed the delivery will be in yet another 2.5 weeks atleast. This wouldn't be such a big deal except almost every review on [redacted] said the same thing that happened to us. We were lied to along with many other people in the area. Customer service is awful...Ashley Furniture you should be ashamed.

Review: I have purchased furniture from Ashley Furniture and sales representative [redacted] sold me 5 years extended warranty.My sofa colr faded and frame is also has damage. Leather color on sofa is also faded.I am trying to repair or replace my sofa for last 2 months.So far noone has come and inpect my sofa.I have saveral calls with Mr. [redacted] with no luck. Any help to get this resolve is highly appreciated.Desired Settlement: Re[air or replace my sofa as per extended warranty terms and conditions.

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 and is currently working towards addressing their concerns. At this time we do have the consumer on schedule for a service technician to inspect the merchandise on 10/08/15. We will update accordingly after the upcoming inspection is completed.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,

We are still waiting to resolve our warranty issue with Ashley. Today [redacted] from Ashley inform me that I have to work with [redacted]( Extended Warranty Company). They were working with us and as per [redacted] she was about to order the part and now she change the course. I am not sure you can be any help? I may have to file a complaint against [redacted] 9 Extended Warranty Company).

Business

Response:

Revdex.com spoke with the business. This order is out of warranty. The business did waive transportation fees to go out to look at the frame. At this time the item has been discounted from their stores.

Review: My name is [redacted] I WENT TO Ashley Furniture - HomeStore IN CHARLOTTESVILLE,VA ON JANUARY, 25,2015 I PURCHASE A BEDROOM SET AND A RECYCLING CHAIR. I WAS TOLD BY THE STORE MANAGER [redacted] THE BEDROOM SET WAS AVAILABLE AT THE TIME OF PURCHASE AND I COULD PICK IT UP ON MY MOVE IN DATE OF MY APARTMENT. FEBUARY,6,2015. [redacted] STATED TO ME MY RECYCLING CHAIR WOULD BE IN ON FEBUARY,6,2015 WHICH WAS THE DAY I WAS PICKING UP MY BEDROOM SET. [redacted], SAID SOMBODY FROM THE STORE WOULD CALL ME IF THE CHAIR WILL BE IN OR NOT BY THE PICK UP DATE FEBUARY, 6,2015. I DIDN'T NOT RECEIVE A PHONE CALL FROM ANYONE FROM THE STORE. I CALLED AND ASK A STORE ASSOCAITE WOULDE MY CHAIR BE IN WHEN I PICK UP MY OTHER FUNRITURE THEY SAID YES. WHEN THE DAY CAME FOR ME TO PICK UP MY FURNITURE MY CHAIR WAS NOT THERE. I HAVE BEEN GETTING THE RUN AROUND FROM PEOPLE IN THE STORE SINCE THE DAY OF MY CHAIR NOT BEING IN ON TIME FOR PICK UP. THEY HAVE BEEN TELLING ME DIFFRENT DATES THE CHAIR WOULD BE IN AND IT HAS NOT BEEN IN MY POSSESSION YET. MY AND MY MOTHER ALSO WENT IN THE SAME STORE ON FEBUARY 7,2015 AND MADE A PURCHASE OF A SECTIONAL SOFA AND BED ROOM SET. THEY ENDED UP DOING THEY SAME THING WITHME THE FIRST TIME ABOUT THE DAY MY FURNITURE WOULD BE AVAIVALE. I EVEN CALLED THE DISTRUBTION CENTER ABOUT MY FURINTURE. I SPOKE WITH A LADY WHO WAS IN CHARGE OF CUSTOMER SERVICE REALTIONS IN FREDICKSBURG,VA SHE GAVE ME THE RUN AROUND AS WELL. I LET EVERYONE KNOW THAT IF I MISS A PAYMMENT YOU ALL WOULD BE CALLING ME AND BE READY TO TAKE ME TO COURT FOR MISSING PAYMENTS. I WAS VERY UPSET AND FRUSTRATED AFTER BEING LIED TO SO MANY TIMES. I'VE RENTED A TRUCK TWICE AND END UP LOSSING MONEY AND TIME OVER THIS. ALSO I HAD TO TAKE DAYS OFF TO PICK UP FURNITURE UP. IT SEEMS NOBODY CARES NO UNDERSTAND. I HAVE BEEN LIED TO AND BEEN PLAYED WITH AFTER I WENT IN THAT STORE AND SPENT MY HARD EARN MONEY. THE CUSTOMER SERVICE WAS VERY AWFUL. I TOLD THEM FREE DELIVER CAN'T SOLVE THIS PROBLEM. FEEL LIKE BEING ROBBED FOR MY HARD EARN MONEY AND TIME.Desired Settlement: I WOULD REALLY LIKE SOMEONE TO GET THEM TO UNDERSTAND ABOUT PRACTING CUSTOMER SERIVICE AND IT'S VERY IMPORTANT NO MATTER WHAT. PLEASE DO NOT LIE TO CUSTOMER. CUSTOMER ARE DOING BUSINESS WITH THEM FOR REASON. WHAT IF I DID'T MAKE A PAYMENT ON TIME THEN WHAT. ALSO HOW WOULD THE COMPANY FEEL, PAY THEM FOR THEIR TIME AND HARD WORK THEY DO FOR THE COMPANY. A MAJOR PPRICE CUT 50% OFF MY BILL AND ALSO MY MOTHERS BILL RITA WASHINGTON. DELIVERY AND CUSTOMER SERVICE ISSUES.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestoer would like to thank you for bringing this consumers concerns to our attention. Upon further research we found all concerns to be considered fully resolved at this time. The consumer did receive a delivery on 3/11/2014 in which all items purchased were delivered in full. Delivery fees were waived as a courtesy and items were delivered at no charge to the consumer. Please let me know if I can be of any further assistance.Best Regards,

Review: I bounght a [redacted] dining room table, buffet, china with 8 chairs from Ashley store in [redacted], [redacted] in April 2014. The set was delivered on May 21st, 2014. We noticed that it is missing the gold accents

shown in the store. So we called the store and informed that these gold accents are missing and all

we got was a plain set. They asked us to send the photos of the set we received and we sent them.

Then they would say that the color of wood may be different from the one seen. At that point, we

confirmed that the color was not in question, but the gold accents were missing. This should have been

done no matter what the color of the wood grain was. Then they refused that the set shown in the

store has any gold accents and the light is making a difference. So we clearly photographed

the set in store and confirmed that it is not the light, gold accents are present clearly even without

the light in the store. Then there is a back and forth trying to convince them that they have delivered

an incomplete set without gold accents. They would complain about a zip file not opening up, they don't

see any difference with the set. Then a store manager says he can swap/exchange the used floor model

for my set and so he would offer an old floor model for the price of a brand new set. Now I am trying to

either refund my money and take the set back or fix the gold accents.

After a lot of weekend visits to the store, they asked me to deal with[redacted] from [redacted]. A technician comes

and reviews the set and estimates that he may need 16 to 24 hours to add the gold accents to the set at home.

The lady from [redacted], then says she would not be able to authorize that many hours and has to talk to her

upper management. After a few weeks, she says that they decided to fix the gold accents. And then a 2nd

technician comes and adds gold accents on one chair (took about an hour) and says that, I need to request

more than 1 technician working several hours to complete the work. Then [redacted] again says, she has to consult

with her upper management to get the approval even though, she got the approval when the first technician

visited. and provided the estimate the first time. At this point, I am not confident about Asheley and [redacted], I

have added an option to refund $1000 towards the set and I can get a technician to fix the furniture on my own.

Then [redacted] emails, they have decided not to fix the gold accents or refund the money or give $1000 towards

this set. At this point, I have ended with a dining room table/buffet/china set with incomplete work. I wouldn't

have bought this set in the first place, if it was shown without the gold accents in the store. I have email conversation with the store for this ordeal.Desired Settlement: Refund $1000 to get gold accents fixed on my own OR Fix the gold accents by Ashley's technicians OR Refund money and take the product back.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received delivery of a gold accented set on 5/10/14. It was shortly thereafter brought to our attention the consumer had concerns with the gold accents not being prominent enough. Upon reviewing the pictures sent by the customer we did find it to meet manufacture specifications of this particular set. It is meant to have gold accents throughout and will vary from piece to to piece. The consumer felt the floor model had more prominent accents than the pieces they received. It was advised at that point in time it is in the design of the set to vary with the accents, as well as lighting can effect the visual representation. Many of our floor models to have spot lights on the individual pieces to highlight certain aspects. With that being said, we do want to ensure we do everything within our power to ensure customer satisfaction. The customer was ordered a new complete set from the manufacture all pieces were exchanged on 7/26/14. This was a courtesy order as at no point and time did we feel these pieces were outside of manufacture specifications. The customer was still unhappy with the gold accents, as they felt the new pieces did not resemble floor model as well. The customer was than readvised due to the nature of the design all pieces will vary in production. The customer was offered to take the floor model in lou of the 2nd delivery as thus far this was the only set that met their expectations and declined the offer. We in turn did send a technician to add gold accents. However, upon the service visit we found the customers expectations of adding these gold accents to the pieces and ours was not of the same. It was determined at that time we would not be able to meet their expectations of the work inclusive of and the allotted work time need was estimated to be 16 to 24 hours. The consumer wished for each accent to be clear and precise. Not only is this not the intention of the manufacture, we can not allocate that many hours of technician worktime to address a set found to meet our manufacture specifications. I do apologize the customer was not pleased with the end result, however, we firmly believe we have done everything within our power to address the concerns. Best Regards,[redacted]

Review: on 2/27/2013 I purchased 4 beds /mattresses with spring boxes, for about $4000.00 from day one I had problems with them it took them about 7 weeks to deliver them excuses ,sorries,etc the bed spring boxes keep on breaking plus the beds,also the mattresses steel spring are coming out and is hazard issue because my children might get hurt they refused to replace them will not answer their messages already left I spoke with the people in charge ( [redacted]) of costumer service but refused to honor the warranty yet I was force to purchase a protective plan which are covering the bed frames ( headboard, foot board, rails, ) but the mattresses and spring boxes are guaranteed by the factory in this case Ashley since it is their brand and they lied because their product is garbage they refused to give my money back when the delivery took longer but now they refused because they are criminals who are selling beds and mattresses made out of compressed paper saying that it is wood ,etc

Business

Response:

[redacted]

February 25, 2014

To Whom It May Concern:

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

[redacted] original delivery date was March 15, 2013; all merchandise was signed for as received in good condition. On July 30th the consumer reported a break in the box spring and it was exchanged out August 31st no questions asked but once received back in our warehouse it was obviously damaged by misuse. We received another call on September 17, 2013 stating the other box spring was broken and we again authorized to exchange; this was completed days later (8/20). After careful observation of the returned product along with notes from the drivers regarding other damage to the children’s bedroom suite in the home it was determined the damage was not a manufacturer defect. On October 8th [redacted] reported he now had two damaged box springs and needed them replaced; he was originally turned down due to the previous condition of his original units. After discussing with [redacted] on several occasions [redacted] authorized one final exchange and explained to the consumer we would no longer be able to accommodate him due to damage that didn’t fall within the manufacturer guidelines. The exchange was completed on October 25th; and the same type of damage was noted as the previous box springs. All delivery exchanges minus the first unit were done after the six month in home service and we waived the transportation fee of $75.00. In January [redacted] called in a concern with the springs poking out of his [redacted] mattress when photos were received (from the consumer) it was found the damage was not a manufacturer’s defect so this claim was denied. [redacted] mattress and box springs are manufactured by [redacted] and we have been selling this style in our stores since 2012 delivering over eight hundred of these only exchanging approximately eleven for various reasons four of which belonged to this consumer.

At this time we feel as though we have gone above and beyond for [redacted] so we are unable to offer any additional assistance with this matter.

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 Furniture

Consumer

Response:

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

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

Regards,

Review: At the time of purchase, I was told by the representative I could get my furniture delivered any day of the week and I could choose what time I wanted it delivered. I specifically asked this question because of my work schedule. When I called to get my furniture delivered, I was told I could only get it delivered on weekdays and it would be an all-day time frame until the day prior when they would confirm a 4-hour time frame. I would have to pay extra to get it delivered on Saturday and they are not open on Sunday or Monday. I called emailed Ashley and a [redacted] called me back and told me the same thing so I proceeded to schedule an appointment for a weekday. They called me the day before to secure a 4-hour time frame. The delivery guys called me an hour before they were supposed to show up to say they were at my house. I was still at work so I told them I would be about 30 minutes and they said they could not wait. I called Ashley Furniture to let them know about my situation and they said I would have to pay a re-delivery fee even though they showed up early. It has been almost 2 months now since I purchased my furniture and I have been on the phone with them multiple times trying to find a solution. If I had known it would be an issue to get it delivered I would not have made the purchase but the sales person was very reassuring that I could get it delivered when it was convenient for me. I tried to get a refund and they said I would have to pay a restocking fee of 30% and the rest would be issued with store credit. The verbal representation of delivery options by the sales person was not at all consistent with Ashley's policy and they are not willing to work with me on this issue.Desired Settlement: I would like Ashley to issue a refund for the full amount paid back to the credit card.

Business

Response:

Ashley Homestore

October 18, 2013

To Whom It May Concern:

This letter is in reference to our customer [redacted], your case # [redacted] regarding the Ashley Homestore here in<st1:place w:st="on"><st1:State w:st="on">[redacted]. We here at the Ashley Homestore would like to thank you for bringing [redacted] concerns to our attention.

At this time we have attempted to reach [redacted] on several occasions and have had no luck. We would like to get this matter resolved by delivering the consumer the items they purchased. If you have any additional contact information for this customer please forward it to my attention.

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

PH: [redacted]

Fax: [redacted]

Review: This is my second purchase from Ashley furniture. My first set of furniture was a bedroom set, delivered to my second floor it was bigger and heavier than my second purchase/delivery. I made my second purchase May 4, 2013 and delivered May 16, 2013. It was a loveseat sectional, to go in the sitting room it the master bedroom suite, ottoman, end table and a dining room set. When the delivery men attempted to bring the sectional up to the second floor they damaged my ceiling and walls. The delivery men said the sectional was too heavy and because of how my banister was angled it would take 7 people to bring it upstairs. I didn't understand because the chest of drawers, and dresser, from the first delivery, was much heavier and larger than the sectional. Since, the delivery men showed in competence I refused for them to set up my dining room table on my hardwood floors risking more damage to my home. Myself and the delivery men took pictures of the damages and forward them to Ashley and gave me a POC. Later that day my fianc and brother in-law, who were significantly smaller than the delivery men, were able to lift the sectional over the banister and bring it upstairs with no problem. This left me with the impression that the delivery men lied or was inexperienced. After contacting the POC they said they would call me on Saturday with further information to get the damage repaired. I never got a call, and then I called on Monday and the POC said someone would call me and no one called. I called back on Wednesday and the POC said the contractor will call me later that day. When the contractor called he the number he gave me only rang to a fax line. Now its been a week and I am not closer to getting my damages fix.Desired Settlement: After this, I would like a refund of my delivery charges.

Business

Response:

To Whom It May Concern:

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

At this time the consumer has been contacted by the company who made their delivery in order to set up wall repairs. We do sincerely apologize for the delay in having this matter resolved and have taken corrective actions in regards to the delivery company’s personnel.

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

Review: I am livid, I ordered furniture back in October just received my furniture on January 20, 2016 and the order was wrong. I asked to speak with the store Manager Tim [redacted] and he was "with a customer". He never called me back instead he had a sales associate TEXT me!!!!! We have been in that store 5 times within a week first my tables were discontinued then my bedroom set. Had to pick out new things that was not what I really wanted. Michelle stated she was unable to find the original tables we ordered, then I ordered a 7 piece bedroom set and had to go with a 5 piece if I wanted an additional dressers or night stands it would be an extra cost!!!! That is beyond unacceptable it is not my fault my original ordered was no longer available. Wrote an email to corporate no reply!

I went 2 months without a bed room my clothes are in trash bags due to lack of storage and not having an additional $500.00 to buy the matching drawers for my bedroom set! I am so tired of speaking with these is and getting the run around. The delivery service is horrible as well! I left numerous voicemails did not receive a call back until the day my order was delivered to tell me the bed and mattress was missing. No remorse no nothing this is crazy! I swear I'll stick to Haynes or rooms to go with my next orders!

I demand some type of compensation to receive a dresser and night stand not to mention missed days from work!

Regards,

[redacted]Desired Settlement: Dresser or a nightstand, some type of store credit and a an apology! This is insane!!!

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this to our attention. I have spoken to the consumer and we are currently working to address the consumers concerns with the incorrect merchandise. The consumer is currently satisfied with the direction advised. I have offered the consumer a $50 in store credit towards the purchase of the additional items she wishes to purchase. The consumer accepted the offer of the gift card as well as resolution offered at this time. Please avise if I can be of any further assistance in regards to this consumer.Best Regards,Deannie F[redacted]

Review: To whom it may concern:

My husband and I purchased a bedroom set from Ashely Furniture in December 2011. We also purchased a protection plan with this , plan # [redacted]. When our bedroom set was initially delivered to our home, the front left leg of the dresser was damaged by the delivery team. This damaged was noticed until we had moved in July of 2013. Please be advised, the delivery team from Ashley Furniture had said 'Oh [redacted]' when bringing the furniture up the stairs to our bedroom. They neglected to inform us they damaged our furniture and just placed it down.

We filed a claim with the warranty company: [redacted] who denied our claim. Their response was the following:

Dear [redacted]:

Following a thorough review of your claim, we regret to inform you that we are unable to service the reported problem for the following reason: The information provided to us indicates that the problem reported occurred during the delivery of this item to your home, or was a result of damage that occurred while the dresser was being moved from one location to another location. The terms and conditions of your protection plan exclude damage that occurs during delivery or transit. Please refer to your protection plan Agreement terms and conditions for additional information on the coverage and exclusions of your plan. If you have any questions about this decision, please contact the service center at the number listed below. Please have the Claim ID listed below available for reference. We can also provide you with a referral to a professional service technician in your area who may be able to assist you with correcting this problem.

My husband and I then contacted the store and spoke with the manager [redacted], who directed us to customer service relations for the store. I spoke with [redacted] and [redacted] who informed me they would not cover this either due to the fact it is past the [redacted] warranty and there is no guarantee our delivery company did not damage the furniture, and the fact that we moved also voids the warranty. Our delivery company did not damage the furniture and revealed the damage that was caused upon initial delivery. This damage cannot be seen unless the dresser is physically lifted up. If we had not moved, this damage would have gone unnoticed.Desired Settlement: We wish to have this replaced or repaired at the companies expense and a full refund (not pro-rated) of our warranty as we are very dissatisfied.

thank you

Business

Response:

Ashley Homestore

Review: I purchased a [redacted] mattress from Ashley Furniture on August 29th. The mattress was delivered on September 9th or 10th. We paid approximately $4,300 for the mattress and base. When we were deciding whether or not to purchase the mattress the sales person told us that [redacted] offers a 90 night sleep test, and that if we were unsatisfied with the mattress that [redacted] would take the mattress back. [redacted] told us that the mattress came with a 20 year warranty through [redacted]. She also told us that it was in fact a Firm mattress. The sales lady who sold us the mattress is also a [redacted], her name is [redacted].

Yesterday, 9/30/14, I called [redacted] to tell them that I do not like the mattress that it is too soft and my husband and I are experiencing back pain. I explained that since it was within the 90 days I would like to exchange it for a firmer mattress. When I told them that I purchased the bed from Ashley Furniture they said that they do not honor their 90 day guarantee when the bed is purchased from a retailer. Well, [redacted] doesn't have an physical stores, they only work with retailers. Yesterday I also learned that it only came with a 10 year manufacturer's warranty to cover defects. They also told me that all returns/exchanges must be processed through Ashley Furniture. Ashley Furniture has a no-refund/return policy.

My husband and I do not like the mattress. We both have lower and upper back pain from sleeping on the mattress. I called Ashley Furniture and spoke with [redacted] my sales [redacted] at 10 am. on 9/30/14 to tell her that we are not happy with the mattress and that we wanted to exchange it for something firmer. We told her that [redacted] would not accept the return of a mattress that was purchased from a retailer. I told her what [redacted] told me. She took my name and number down and said she'd have someone contact me later that day. She is working today but will not accept my calls.

I spent $4,300 on a mattress because I was under the impression of the sales [redacted], [redacted], at Ashley Furniture, and [redacted]'s 90 night sleep guarantee, that if we were unhappy with the mattress that we could return or exchange it.

We do not want our money back. We purchased the [redacted] and would like to exchange it for the [redacted] (which Ashely Furniture carries). I can't get in touch with anyone to help me.

10/1/14 I was told that it would be about a week before I heard from the "higher up" [redacted]s. I want this resolved and don't believe that Ashley Furniture has any intention on doing so.Desired Settlement: I want to exchange the [redacted] soft mattress that we have with the [redacted] firm mattress.

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 have advised the sales representative to contact the consumer to further discuss reselecting a mattress to better suit her needs. I will further update you with specifics in regards to this matter as soon as our representative has had the opportunity to speak to the consumer to further discuss the details of reselection. In the interim please feel free to reach out to me should you have any questions.

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] However I am currently in [redacted] volunteering at an orphanage for the next few weeks. I will try to get a calling card to contact them. Thank you.

Regards,

Review: we purchased a [redacted] Reclining Sofa on 2/1/2015 (delivered around 2/27/2015). We started to notice the leather was peeling and color was coming off of the couch. We contacted Stephanie W[redacted] (540-834-0740 ext [redacted]) [redacted] and were told to submit pictures on 11/13/2015. Stephanie concluded that the peeling we were experiencing was "normal wear and tear". I can't upload pictures here (I can send if need be), but there is an area about 7"x 4" where all of the color has peeled off.Desired Settlement: If this is "normal wear and tear" after 7 months, I cant imagine how terrible the couch will look after several years. I would be happy if ashley furniture could fix the problem, but since they describe it as not being a problem I want this furniture out of my house.

Business

Response:

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have reviewed all information brought forth and want to all within our power to resolve the consumers concerns. The consumer has been advised we are pleased to service all concerns brought forth in regards to the merchandise. Parts have been placed on order, and upon receipt of we will schedule an service technician to install. Please feel free to contact me if you have any additional questions in the interim.Best Regards,[redacted]

Consumer

Response:

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

We reject the offer from Ashely Furniture for the following

reasons:This offer was presented to us on December 2, 2015 by Stephanie W[redacted].We asked what would happen when the problem of the peeling paint begins to show again in another 6-8 months.Stephanie responded that this was a “one time courtesy” – indicating that if this happens again we are on our own.We then stated that a replacement was not acceptable for that reason and requested a full refund.This is not normal wear and tear of top-grain leather.My parents have had leather chairs for 25 years that do not have any peeling (they have slight darkening – which I understand happens over time). After contacting several leather companies we were told that this is NOT normal wear and tear of top-grain leather.Further, the owner of one of the companies we spoke with questioned whether or not we were truly sold top-grain leather furniture, but as stated on the marketing material for the furniture we purchased it was described as “top-grain leather in the seating area “.We have found multiple other consumers (both local and online) who have similar or identical pieces of furniture to ours and are having the EXACT same problem.One includes a neighbor who bought his couch at the same time we did.In closing, it is not acceptable to us, given the

commonality and severity of this problem to keep this 8 month old defective furniture

in our home and would like a refund. We

feel that the investment that we made is not equal to the quality that Ashley

Furniture is supposed to stand behind.

Regards,

Review: November 9th we brought furniture from Ashley Furniture HomeStore in [redacted] and was told by the sales staff it would take between 2 to 3 weeks for delivery. The 24th of Nov I called to inquiry about our delivery and was told by [redacted] that only part of the order came in and one item would arrive Dec 22nd and another item would arrive mid January 2015. I told her this will not do as if we knew this when we purchase the furniture we would not of brought. We was told by [redacted] that she would call her home office and call us back. [redacted] never called us back. We called again Nov 26th and was given the same information about when the furniture would arrive. I asked to talk to a manager and was told [redacted] was with a customer and would call me back. [redacted] never returned my call. I call back and made arrangements for a delivery of the furniture they received. I was told they would delivery between 1 and 4 pm December 3rd. At 3:34 pm I called Ashley and asked about my delivery and was told they are running behind and wanted to to reschedule. I told them no I do not and why did I have to call them to find this out. Where was the customer service for this company. Very poor customer service at the [redacted]Desired Settlement: Just for Revdex.com information on poor customer service at the Winchester, VA Ashley Furniture Homestore.

Business

Response:

Revdex.com spoke with [redacted] from the business, The **. He said that the customer purchased his order 11/9/2014. He put down a down payment and financed the rest of the sale. The contract does state that the time frame given in store is based off of the information the have in store but a delay from the distribution center would not void an order. The only pieces left are a bench that will be in tomorrow and the chair that should be in next week. The business will order the customer a refund for the chair which would be a credit towards to remaining financing, the floor model, or the chair will be delivered next week.

Consumer

Response:

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

I received a call January 8th from [redacted] who is the Supervisor for Customer Service at Ashley Furniture Store in Winchester, VA. [redacted] told me for the first time that out chair would not be delivered January 9th, 2015 as promise, and would be delivered January 16th. I told [redacted] that this was a problem as I am not available next Friday. [redacted] than offered us the floor model and I told her we did not want the floor model. [redacted] and I agreed upon to have the chair delivered January 17th.Our problem is really Ashley Furniture Customer Service. Ashley Furniture HomeStore mention in their contract they are not responsible for delays or defaults, but why put in OUR contract delivery will be approx. 2-3 weeks. I can promise you that NOONE at the store goes over the contract about possible delays. November 25th, 2014, [redacted] told us that BOTH the bench and chair would be delivered January 8th. And not until January 7th did I find out that the chair would not be delivered. After all we went through with Ashley trying to get out furniture all we got was we are sorry. [redacted] was no help at all in trying to accommodate me in the delivery of the chair January 16th. I told [redacted] I had appointments already January 16th but would be available if they could come anytime from 3 pm on. [redacted] said she could not help me with the time as the distribution center schedules all of the delivery times. WHERE is the customer service. We have been inconvenience but Ashley Furniture would not help with the delivery with our chair and [redacted] claims to be a Supervisor. We are just very upset with the Customer Service with Ashley Furniture in Winchester, VA as they are not very accommodating at all to their customers. No compensation or anything except I am sorry. Very Poor Customer Service store in [redacted]

Regards,

Review: I want to find out about getting a refund on my purchase. If I am not happy with my purchase, I should be able to return it for a full refund. Especially if it has not even been delivered yet. When I first came in, I told the sales lady I was not sure if it would fit into my living room and she said nothing about all sales being final. I only saw it on the paperwork they gave me after they charged my credit card, which they rushed to do because I was getting ready to change my mind. If I am NOT HAPPY with my purchase, I should be able to get a refund!!!Desired Settlement: REFUND

Business

Response:

We spoke to [redacted] about her concerns. We assured her if her furniture does not fit into her home or into the room where it is to be used , she can re select something that will fit. I believe this resolved the concern.

Review: Purchased a matching set of furniture on 12/4/2015 (Sofa, love seat, and recliner). The contract indicated that the estimated delivery of the furniture would be 2 weeks. After 2 months of waiting and countless calls to Ashley Furniture customer service, I reached out to my credit card company and disputed the charge. My money was refunded back to my card at that time. I went into the store and spoke with the regional manager and was assured this was an oversight and that if I were to purchase the furniture again, it would be delivered much sooner. I re purchased the furniture and 1 month later it was delivered, but it was significantly damaged. The love seat has internal structural damage and pieces of wood were falling out from inside the couch. The sofa had seam lines that did not match up and fabric that was sticking out from edges. The entire set did not represent the store floor model that I originally showed interest in. The store representatives advised I needed to contact Ashleys customer service. Ashleys customer service will not accept the furniture back even though it has been documented by the delivery crew as damaged.Desired Settlement: Although ashleys furniture has offered to send out a technician to attempt to repair the furniture, I am not interested in having a "brand new" furniture repaired that has been structurally damaged. That would like buying a "brand new" car with a salvage title. I would like to have this furniture picked up and a full refund.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. Upon further review of the consumers request, new merchandise was ordered for preparation of an exchange in lou of repairs. The consumer has been advised that all items are in and ready to be exchanged at his earliest convenience. However, the consumer has since advised that he has purchased additional merchandise not related to Ashley Furniture and will not allow for the exchange to be scheduled. At this time the consumer is solely requesting a refund, whereas he was advised we have made every attempt to address his merchandise concerns in home and would not be moving forward with a refund at this time. We are pleased to exchange the merchandise as per the original request by the consumer to do so. Best Regards,Deannie [redacted]

Consumer

Response:

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

[Purchased in full, a 3 piece living room set at Ashley Furniture on 12/4/2015. The receipt stated estimated delivery would be 2 weeks. This was a false and deceptive estimation. After two months of waiting and almost no contact from Ashley furniture, I disputed the charge with my credit card company and the purchase was refunded. I re-visited the store to get a grasp of what happened and the regional manager of Ashley furniture apologized and advised it was an oversight, mistake, whatever, and assured me that if re-ordered, she could get the furniture delivered with in a few weeks. Well, a month later, the furniture was delivered but it was structurally damaged. Parts of the couch were falling apart, and the seams on the sofa were stitched crooked, fabric sticking out in places. It appeared to be assembled in a hurry. After countless calls to Ashley Furniture customer service, the director of customer service advised she would replace the furniture, taking several more weeks to do so. I had already heard that line from Ashley Furniture, so I simply asked the director to call me the following day with clear communication regarding exactly when the furniture would come. The director of customer service never called me, so I went out and purchased new furniture else where. The director of customer service emailed me and apologized for not calling but it was too late. This process has taken over 4 months and was an absolute nightmare. I have just received a message from the director of customer service stating that no refund will take place. I have to now take time from work to file paperwork to resolve this matter.]

Regards,

Review: Poor communication and sales communication during the sale. Salesperson failed to explain the financing charges and early payoff option. My final pay off amount after 5 payments made was more than the original cost of the furniture. They did not explain that any payments made to early payment process would basically be unapplied to the account. I don't have a problem paying increased interrest or additional fees to my original purchase but when my payments of $1,115 were basically unapplied to my purchase and the final payment was more than the original cost of the furniture, that's stealing . They did not give me or go over the entire paperwork documentation explaining therr financing program. They emailed me the important finance information explaining their policy and did not tell me to look out for an email from them explaining the payment cost and financing fees. They failed to give me my warranty agreement information. when calling the store to get this, they bounced me around to the warrenty company. It took major effort on my part to track down someone who could help me. They could not find me in the system several times, told me my name was spelled wrong when my paperwork reflected correct information. They put me on hold, and the salesperson told me my paperwork is in the mail. when I didn't recieve the paperwork, I called back to find he had left the company. My initial down payment and 4 monthly payments (totalling $1,115) and were unapplied to my original purchase final cost. Unprofessional pre and post sales. They took my monthly payment amounts and kept them. I made a final payment of $2,652.32 plus $1,115 previous monthly payments. The total cost of sale was $2,559, which included tax & down $. I paid $3,767 for an item that cost $2,399Desired Settlement: I want $1,115 refunded to me for withheld presale information, providing poor post sale and proper document information, failure to send me a requested statement of applied payment history toward original purchase item.

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 investigating the consumer concerns we found them to be specific to the financing agency in which the consumer utilized to finance the merchandise. We are pleased to assist in any way necessary, however, the consumer would need to direct any specific financing concerns to RAC acceptance as we do not own nor operate the financing company. We have advised the financing company to contact the consumer to address and discuss all concerns. I have been advised RAC acceptance is currently awaiting a response from the consumer so that they may address the concerns accordingly. In regards to the claim, should the consumer not have any further claims specific to Ashley Furniture we would like to formally have the complaint forwarded to the appropriate company ad removed from Ashley Furniture records. Best Regards,Deannie [redacted]

Review: We ordered merchandise on 01/18/15 with a delivery to be established later. My wife was later contacted and advised we would get the delivery on 01/28/15 within a 3 hour window. She made adjustments to her schedule and waiting for the delivery. After 2 hours and 45 minutes she called to find out the status and was informed that there was a mistake and the furniture was not ready and we would get it sometime in February. We were called again and also given a 2nd confirmation message of a delivery date of 02/18/15. My wife again went through the hassle of getting her schedule switched and we both waited for for 2 hour and 45 minutes. We called again and found out our delivery date was scheduled for next Tuesday. My wife replayed the confirmation message for the delivery rep and by this time was getting frustrated. The response of the agent on the phone was to hang up.

At this point I started to research this company and saw the low ratings for service and the B rating for the company here. I noticed the company has a reputation for delivering broken furniture and not honoring extended warranties and given customers hassles when trying to resolve complaints. We then decided to cancel the order rather than risk more hassles with broken and poor quality furniture. I called Ashley to let them know I the rep told me to come into the store and speak with a manager and hung up on me. I came into store and was told by the manager that they don't cancel orders and he has to email corporate. I asked the rep who was the same one I spoke with on the phone why she told me to drive in just to tell me that. I also advised them that the sales rep told us we would have 72 hours to inspect the furniture to make sure we liked it and could return it if not happy. He never mentioned a "sales are final ." After getting nothing resolved with the manager I left the store. He claims he will email corporate but I don't know if he followed through.Desired Settlement: We want assurances that our order has been cancelled and no more dealings with this company. I also feel that the "are sales are final" policy she be disclosed up front, not hidden in small print on the back of a receipt that is barely legible. People should not have to resort to writing to the Revdex.com just to get poor service issues resolved. The sales rep was misleading on this policy.

The good news is since we ordered the furniture on a line of credit we don't need a refund for the thousands of dollars with of furniture we ordered . We put down a deposit of 220.00 We took home 4 lamps from Ashley on the original order date. We can return the lamps for a refund of the deposit or we can keep the lamps and you can keep the deposit.

Business

Response:

Good Morning, 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 while anticipating the availability and delivery of his items. We do believe we have done all with in our power to resolve his concerns. The General Sales Manager has taken great efforts to execute a high level of satisfaction to the consumer. A $200 gift card was offered, accepted and sent to the consumer to express our upmost concern for customer satisfaction. The consumer recently received a delivery with all items inclusive on 3/5/16. The General Sales Manger personally drove to the consumers home and assisted through the duration of the delivery to ensure 100% satisfaction during the delivery process. The consumer did refuse items due to what we would consider cosmetic damage, however, all refused items have been reordered and will be delivered new upon arrival to the distribution center. The General Sales Manager has advised he is pleased to be present for the second delivery as well so the consumer can have immediate response and resolution to any concerns that may arise. Please feel free to contact me for any additional information required while we anticipate the arrival of the newly ordered items. Best Regards,Deannie F[redacted]

Review: Purchased sofa set on Oct. 15, 2015 It was delivered ripped and frame broken. I have been to store to speak with manager 5 times. They sent a man out to look at sofa set on Dec.1, 2015 and the man said it was broken. Also said for me to contact Tammy B[redacted] at Ashley's distribrution center, and I did several times. They finally scheduled for someone to come out several times, but no one shows up. It is now 3 -11- 2016 and still no one to fix sofa or just pick it up. In my contract it clearly states after the first 4 months I may terminate the agreement without penalty. I have ask them to come get the sofa set and so far they have done nothing! Please I need Help I don't know what to do, this has caused me so much stress and worry as well as embarrassment over the holidaysDesired Settlement: to pick up furniture. and give me a full refund

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 diligently working towards resolving the consumers concerns and are doing everything within our power so that she may satisfied with her Ashley Furniture purchase. The consumer did receive delivery on 11/15/16 and advised shortly after she was experiencing concerns with her merchandise. A service technician was dispatched on 12/1/16 to inspect and advise parts required. Parts were ordered for the consumer to address her concerns and she was originally scheduled for installation to install on 2/16. The original appointment was rescheduled due to circumstances beyond our control and the consumer was rescheduled for 3/8/16. The consumer was not at home when our technician arrived for installation and the appointment was ultimately rescheduled for 3/22/16. We are confident all concerns will be resolved in full on the upcoming service date scheduled. Please feel free to contact me 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.

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

Regards,

In their response to me they stated that I was not home on 3/8/15 that is not true. I was at home all day and night and no one came out to pick up furniture. They also did not mention that they would pick up the furniture and reimburse me for the money I have paid for the furniture. All they are planning on doing is to repair it. I did not buy used damaged furniture from the store. I bought new, and what they gave me was used and damaged. With all the run around I have gotten from Ashley, I want full restitution!