Ashley Furniture Homestores

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: 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: I purchased a bed from Ashley Furniture in [redacted] on 1/13/14. I had been in contact with the business throughout this time to make sure it would be delivered to their store on 3/22/14 however after calling to make sure it would be in store, it was not. After dealing with attitudes and no remorse or an apology, I decided to send an email to the store [redacted] requesting a full refund as I had been verbally told by a sales associate that they would give me a full refund. The [redacted] said he would forward the email to the appropriate contact. I called again on 3/22/14 to see if he acknowledged that he received the email and he said he did. I had to request a written confirmation that he received it and he said "Fine [redacted]" in a tone that seemed like he did not care. I asked if I could have the store owners name and contact information to make sure that he received my email and he said he would not give it to me because he would be the contact. I was told that he would contact me Monday 3/24/14 to see what the decision was for a full refund. After hanging up I called the consumer affairs line for Ashley Furniture in [redacted] and was told that "there is no guarantee that your email will be forwarded. You have to trust the [redacted] and hope he sends it or request the information of the [redacted], as they are all privately owned. Unfortunately you will not know if it truly gets sent to the store owner to help solve your problem." I called Ashley Furniture again to see if I could have the contact information, name and phone number, of the store owner and was refused. I was told by the store [redacted], that "we do not disclose that information so I will be your contact". That made me feel like there was no hope in even getting this resolved or getting a refund as I was previously verbally told. Please see below for the email that I sent the store [redacted] with all of the details leading up to today 3/22/14. Hi (store [redacted]'s name), "Thank you for taking the time to talk with me a couple minutes ago. As I said on the phone, I am extremely upset when I called this evening that my bed was not at your store. The amount of pure disregard from (sales associate's name) is unacceptable. I will take you through what I have had to put up with these past couple of hours. 6:40p - Called Ashley Furniture [redacted] to find out what the dimensions of the boxes my bed. I asked for (sales associate's name) and (phone associate's name) said he was with a customer and could call me back. I said that was fine, gave him my number, and hung up. 6:48p - Called Ashley Furniture [redacted] again to see if (sales associate's name) was available. (phone associate's name) said he was still with the customer but could try to help me out. I then asked if he could find the dimensions of the boxes the bed was supposed be in and then he told me that it would not be delivered until next Thursday 3/27/14. I told him that I had previously talked on multiple occasions with (sales associate's name) over the course of the past couple months to make sure my order was in the store and that (sales associate's name), just this past week, said that he would make sure the bed was on the truck for delivery this Thursday 3/20/14. I told (phone associate's name) I wanted to speak with (sales associate's name) and he told me he was still with a customer so he would have him call me back as soon as he got done. 7:30p - Called Ashley Furniture [redacted] and was put on hold, as I assume (phone associate's name) was on the other line, and eventually got cut off. 8:04p - Called Ashley Furniture [redacted] and was put on hold again, [redacted] went to check to see if (sales associate's name) was available, and he was still with a customer. 8:14p - Called Ashley Furniture [redacted] was put on hold then somehow got transferred to the voicemail system. 8:15p - Called Ashley Furniture [redacted] and talked with (phone associate's name) who told me (sales associate's name) was still with a customer. 8:22p - Ashley Furniture [redacted] and told (phone associate's name) that I was EXTREMELY upset that I have not been able to speak with (sales associate's name), as I know (phone associate's name) did not have anything to do with this order, and that at this point, the lack of customer care has caused me to cancel my order. I was originally told by (phone associate's name) that the bed was in Federicksburg, VA where the warehouse is when I purchased the bed 1/13/14. He told me that the [redacted] store was under construction so they could not have it delivered to the store at that time. He said to call him in a couple weeks to inquire about the progress of the construction and then we could set a date for it to be delivered to the store. I called a few weeks later and told (sales associate's name) that I needed the bed in the store no later that 3/22/14. He said they can do that and it should be no problem. I talked with (sales associate's name) late last week and he assured me that the bed would be on the truck for delivery on Thursday 3/20/14 so it would be in store on 3/22/14. While on the phone with (phone associate's name) he put me on hold and suddenly (sales associate's name) was on the phone. He said he could not do anything about the bed not being in the store until Thursday 3/27/14. I told him that we had discussed what needed to be done previously and asked what he could do to get the bed no later than Sunday 3/23/14. He said there was nothing he could do, as it was past business hours, then told me to "hold on"....(phone associate's name) then picked up the phone and said we could get it delivered on Thursday next week. This made me even more upset as there was no apology and no remorse that I had been told multiple times that something would be done when it was not. I was flat out lied to by (sales associate's name). (phone associate's name) said he would request a full refund and I asked him if he could do it on the phone as word of mouth does not mean anything at the company based off of what (sales associate's name) has told me. (phone associate's name) asked me to please hold then I spoke to (store [redacted]'s name) who gave me a couple options but they did not suffice. We discussed me sending an email to (store [redacted]'s name) explaining what I have had to deal with and he would forward this email to request a full refund. He said I could also go to [redacted] to pick up the bed, however, after being told multiple times it would be in your store, finding out less than a day before I was supposed to pick up my order that I would have to go to another location is completely unacceptable. (store [redacted]'s name) apologized on behalf of (sales associate's name) and said if he had known that a customer called that many times he would have been on the call, however, he was in a meeting, which is completely understandable. He told me the refund process could take up to 48 hours and I told him that was fine. Even though I have been offered a solution to go get the bed in a different location, I would like a full refund. This is extremely inconvenient and the fact that this has been "in progress" for over 2 months is completely unacceptable. I was lied to by a sales associate on multiple occasions and that is the worst type of customer service I have experienced. I do not want store credit because due to this experience, my FIRST experience with Ashley Furniture, I do not want to do business with the company anymore. Please forward this to the appropriate contact, acknowledge that this message has been received in full, and please have them contact me as soon as possible as I am still very upset with Ashley Furniture [redacted]. Regards, [redacted] As I stated previously being lied to and sales [redacted]s and associates changing their stories is not acceptable. Being told "since this is a lot of money you could go get it yourself" is absolutely unacceptable. This is the furthest thing from decent customer service and I will not do business with Ashley Furniture ever again.Desired Settlement: I would like a full refund for the entire purchase made on 1/13/14. I would also like a written apology from the store [redacted] apologizing for the extreme lack of customer service and disregard of customer care.

Business

Response:

Ashley Homestore

March 31, 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.

As of March 26, 2014 the consumer has agreed with the [redacted] to pick up her merchandise at the [redacted] location. At this time we do believe this customers claim to be completed and resolved.

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:

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

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

Regards,

Review: I purchased a dining room set that was listed on sale. I asked the Sales rep if everything in the set was included in the price and he said yes it did. I went to the counter purchased the item and the delivery. To begin with the sales rep said that the warrenty I purchased was a 10 year, when I looked at the warrenty paperwork it only said 5 years. He called the GM who was very arrogant and said well if you don't want it I will remove it. I said the sales rep stated it was 10 for this price that's what I want. he said sorry, he is new. Ok fine. I left that alone and kept it anyway.

I paid for delivery and when the drivers came, they had mis-delivered one of the chairs (that was supposed to be a backless-2person bench. I showed them the picture of the items I purchased that the sales rep said was all included and the delivery man said sorry your receipt doesn't have that piece. I didn't write up the receipt. And I told him this was a mistake on the person who wrote up the receipt. He said he is just a hired delivery person and told me to contact the store.

So I drive to the store with the wrong chair that was delivered, asked for the manager on duty. Told him that the wrong piece was delivered. I showed him the picture and said, I asked the sales rep if everything was included and he said yes. The manager said, oh yeah, they caught that mistake and called you to tell you. No one ever called me to tell me they messed up and didn't include the backless chair. I can buy it if I want. I said, I purchased what was in the picture and that wasn't delivered. he said, yeah sorry! the sales rep was new. I told them to stop blaming a new person. if he wasn't qualified to be on the floor then remove him. They have a reputation (which I found out later) of not delivering what people buy.

All I wanted is what was shown on the floor. They refuse to help me and when I contact corporate they said sorry, the stores are individually owned.Desired Settlement: All I want is for them to deliver my backless double barstool and take the chair that they tried to replace it with. I'm not unreasonable and not lying. I even have a picture of what I ordered on the day I ordered it because I wanted to remember all the pieces. I love the set. I just want what was ordered. Simple

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any misunderstandings in regards to the consumers most recent purchase. Upon further researching the invoice we did find that the bench was not inclusive in the original order as the bench was not inclusive of the set purchased. We do however, always want to ensure are consumers are fully satisfied with their purchase as it is our mission to provide legendary service. The General Sales Manager has reached out to the consumer to further discuss their concerns and to provide additional options. At this time we are pending a response to the voicemail left by the consumer so that we may move forward with resolution. At this time we are offering to exchange the chair for the bench requested to complete the order. Please advise the consumer upon contacting the General Sales Manager we would be pleased to provide further details in regards to the exchange and expedite resolution to her concerns.Best Regards,

Consumer

Response:

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

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

Regards,

Review: My husband and I went to Ashley's Furniture in Feb. 2012, after seeing multiple signings stating a huge sale. At that time we were looking for a new living room set and bedroom set. We were showed many options and finally decided on a leather sectional and tan colored bedroom set. Delivery went well and we were happy! Fast forward a little over a year later, the bedroom furniture is falling apart! The screws are coming loose from the boards they are attached to and splitting the wood, not noticed at the timeof purchase, but the headboard & dresser decorative peice located at the top of the furniture is just hard plastic! Not to mention when the leather sectional was delivered we noticed a rip underneath the sectional that had to be fixed, which it was. Also the leather sectional has turned out to be extremely squeeky therefore no one wants to sit on that side of the sectional because it does nothing but make nosie the entire time you try to rock in the chair. I contacted the store to try and have someone come out to take alook at the screws that are coming apart from the wood on our bedroom furniture but, was told they didnot know if that would be covered, at that point I felt very dissatisfied with the entire purchase. The huge kicker is we paid almost $4,000.00 for this furniture(at a sale price?), which we were VERY hesitate to do but figured the quality would pay for itself, it has not. On top of the above, before we had knowledge of the funiture coming apart,(just a few months after we purcahsed the above sets) we were considering purchasing our daughter's dresser from them because I had a coupon to use, basically when we went in there the sales rep.(Lady) that helped us was very rude and made us feel like just because we were only purchasing a dresser, our business was not important to her, she kept walking very fast in front of us trying to speak to us at the same time, and mummbling where you could not hear anything she was saying, & we were told we could not use the coupon because the dreessers were already on "Sale". My husband and I both walked out that day and did not purcahse anything. We are very disapponited in our purchase.Desired Settlement: Because the furniture is very new, and damage is already occured, I am hestiant to think that even after repairs, that the same issues will not occur. The price we have paid for this quality of furniture we received is too high.

Business

Response:

We have a free out of warrantee service call set up for 8-30-13 to correct all problems [redacted] is experiencing with her furniture.

Review: I Went into the store (10921 hull street rd, Midlothian, va 23112) 11/27/15 and picked out a furniture set. On 11/28/15 our family's needs changed, and we went back into the store to cancel the order. I was told by store manager Sonya all sales are final! This was never told to me before I purchased the furniture and my sister was there as my witness. I told her the sales associate nor the person in the business office who rung me up told me about the policy. They did have me initial paperwork for delivery and furniture, but never explained the fine print on the paperwork they handed me after. It's in small print in a dark gray section with blurry white ink. This is very misleading and sneaky. I explained to the manager I had purchased from them before and changed my order without issues, she stated management of the company changed. There are no signs posted on the front door or on the back wall where you check out to promote the fact that there are no returns. I have taken pictures for proof. When I asked to speak to the manager above her she told me he had went to lunch 15 minutes ago. I asked her when would he be back and she couldn't answer me. She said maybe an hour, maybe 2! When I asked for his business card, she couldn't give me one. She then advised me worse case scenario is I will get all of my money back except 30%. I spent $1693.13, so you mean to tell me you get to keep $507.94 for furniture I will never receive? The furniture never left their warehouse. It wasn't going to be delivered for 2 weeks! How unfair to me. I am a highly upset customer seeking a full REFUND! I called Ronny 11/29/15 and asked him for a resolution. He never called me back. I gave him 4 hours to take care of the situation and he didn't. I then went to the store with my sister to discuss the issues, and received rude and unjust treatment from all parts of management. I even spoke with a manager above Ronnie who then told me no refund at all after Sonya promised me a refund.Desired Settlement: Full Refund of $1,693.13

Business

Response:

Good Morning,We are pleased we were able to come to an amicable resolution with the consumer. I can confirm that a change of order has been completed and the credit has been utilized. In regards to the delivery fee. I do apologize, however, we would not be able to refund at this time as we will be delivering the new merchandise ordered and it was inclusive of the credit entered. However, as we do want to do right by the consumer we are pleased to extend the offer of a store credit to her in the amount of $50. We are pleased to send this to her at anytime should she choose to accept our offer.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 will only accept the $50.00 in the form of a refund and not a store credit. Getting a $50 store credit would require me to spend more money to Ashley Furniture Homestore out of pocket, which I refuse to do at this time. I have already gone above and beyond to accommodate this company even though I truly did not want to purchase anything else. If the $50 can not be refunded to my debit/credit card I would also accept FREE OF CHARGE the Juararo Nightstand (2 draw - photo attached).

Regards,

Review: I purchased a Galand-Umber chair and a half plus ottoman from Ashley on July 22 2014. In March 2015 the left side side of the chair started sinking down quite a bit. I notified Ashley of the problem and was referred to T&T Distribution (located in Fredericksburg VA) who apparently takes care of customer service issues for Ashley stores in Richmond. A new cushion and springs were ordered and a technician came out. He replaced the cushion but no springs since he claimed they were good. The same problem occurred in July and continued through Nov. The cushion was replaced two more times and stuffing was added. Nothing worked. The 4th time a new technician came out and said it was defective. I repeatedly asked for my money back or a store credit but was denied even after the last technician said it was defective. He also told me it was poorly designed and would always be a problem. I was told by T&T there was no way I was getting a refund. I also sent an online complaint to Ashley's Consumer Affairs Department in Aug and they referred me back to T&T Distribution. I sent another email to them in Nov and they again referred me back to T&T Distribution. I also sent a letter to the CEO of Ashley Furniture in Arcadia WI-no response. I ordered a replacement chair from a local furniture company in Dec. They also sell Ashley Furniture. The problem I had they were aware of and had several customers with similar complaints. They notified Ashley and nothing was done about it so they no longer sell the Galan-Umber chair and a half. I spent 9 months dealing with this problem when in fact the chair is poorly designed and defective and they knew it. I got the chair back in Dec and gave it to charity. T&T Distribution personnel did not care about my problem and did everything they could to irritate me. I certainly was more than patient and certainly expected better treatment. Although I was willing to compromise that option was never offered.Desired Settlement: I feel like I was duped. The chair I purchased was defective and poorly designed and Ashley Furniture knew it. That has been verified by another furniture company who previously sold the product and the technician who came to my house to inspect it. I spent 9 months dealing with them and all I got was grief. They continually denied my requests for a refund or store credit. I even tried contacting personnel at higher levels but they provided little or no help at all. I feel like I deserve at least a refund for all my effort and patience.

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attention. We have been working diligently to address the consumers concerns. We have had multiple service visits for the merchandise as well as picked up for warehouse repairs. On the most recent and final repair , the unit was picked up on 11/13. Upon picking the item, it was inspected and found to be with in manufacture specifications. All concerns were to be found of normal wear and tear and directly related to use. However, in the efforts to satisfy the consumer repairs were made to the consumers specifications. The item was delivered back to the consumer on 12/1. The consumer signed for the item to be in good condition as well as verbally advised our customer care department all concerns advised were resolved. At this time all concerns for the consumer have been considered to be resolved in full. Please advise if you require additional information as I am pleased to provide all pictures and service dates correlated with the consumers concerns. Best Regards,Deannie F[redacted]

Consumer

Response:

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

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

Regards,

Review: I purchased furniture from Ashley Home Store in Sterling, Va on 8/2. 1/2 of my order was on back order and 1/2 would be delivered after 1:00 on 8/6. I paid 139.99 for delivery service. On 8/5, I received an automated call at 10:20 and 10:44 saying that it would be delivered on 8/6 between 8-11. I tried calling them back between 12:00-12:37, at which time their number was busy. When I did talk to someone at 12:37, they told me there had been an error and delivery would be between 4-7 on 8/6. I also asked them if they knew when the back order furniture would be in. The man said it looked like the week of 8/11. On 8/6, I received a call at 11:31, saying there had been an error with their automated system and it would be delivered between 4-7. At 11:42, I received a call from the drivers, saying that it would be delivered at 1:30, so I had to rush home to meet them. On 8/8, I received a call at 2:42 to take a survey about my experience. I had given them all positives. I asked when my back order would be in and they said prob the week of 8/11. On 8/12, I called at 3:05 to see if they knew when my back order would be in. The man told me I had already received my completed order, which I had not. Then he told me there was another error in the system and he would call back in a few minutes after talking to billing. At 4:20, I called back. He told me he never said he would call back immediately and became argumentative. I asked to speak to a supervisor. He told me there was none there. I called the number that had called me for the survey, and reached a supervisor. She told me there was an error and my furniture arrived on 8/6 but someone marked it as delivered. So it has been sitting there for a week and according to them and their broken system it had been delivered so they would not of called me. I never would have received my furniture if I had not been proactive. She would not say for sure that it was still there nor when it would be delivered. It seems like something is not right with this company.Desired Settlement: I would like a refund for the delivery charge, as I have had to follow up with them to make sure they do their job and deliver my furniture. Plus they have been rude and unprofessional.

Business

Response:

Good Afternoon,

I would like to thank you for bringnign this consumers concerns to our attention. I did have the pleasure of personally coordinating [redacted] final delivery of her occasional three table set. She received her last and final delivery on 8/14/14. On behalf of Ashley Furniture I would like to apologize for any confusion or delays experienced in the delivering of her merchandise.

While I do empathize with the consumer, we will not be able to refund her delivery at this time. The merchandise was delivered in full and at this time all concerns in regards to th delivery of this purchase have been fully resloved and all delivery services were rendered in full.

Sincerely,

Consumer

Response:

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

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

Regards,

This person did not handle my final delivery. A woman names [redacted] did. This woman was supposed to call by noon on aug 13 but avoided my calls till three. She did not follow through. I had to coordinate with Adrienne, who handled everything bc I stayed on the phone with her till it was completed. This company has taken advantage of its customers.

Review: Purchased "Queen Storage Bed" item# [redacted]8 with the associated footboard, headboard, and rails. At the time of purchasing the bed the sales representative, [redacted], stated, "Any standard queen size mattress will fit this bed." I decided to order a normal 60" x 80" queen size mattress. Upon arrival of the mattress, it was clear that it did not fit the bed as the sales representative stated at the time of purchase. There was a good 3" gap on both sides of the mattress and the rails were very unstable, which caused an unsafe health issue. I have a small child in the house and this condition was completely unacceptable.

I immediately contacted Ashley Furniture Homestore, and they sent out a technician who said that there was a problem with my mattress and the furniture was fine. The technician's assessment clarified the sales misrepresentation and I called Ashley Furniture Homestore several times without any response.

I believe the delay by Ashley furniture in replying to my initial complaint was intentional in order to avoid the clear misrepresentation I was given by[redacted]. I got tired of leaving messages with no response, but eventually my sister was able to contact them after leaving many messages for the store manager [redacted] on my behalf. When we finally contacted Ashley Furniture Homestore they said it was too late to help me with anything and since we moved the warranty is void.Desired Settlement: Since purchasing this misrepresented "Queen Storage Bed" I was left with a standard 60" x 80" queen size mattress for which I had to purchase a new bed that actually fits. I have no need for the bed I purchased from Ashley Furniture Homestore and would like to return the merchandise for a full refund.

Business

Response:

Good Afternoon,

Thank you for bringing this consumer's concern to my attention. Upon further investigation I regretfully inform that we will be unable to address this consumers concerns. These concerns are dated back to 2011 and we can only assume the bed has been used during the duration of that time period. There are other factors that do play into the decision as well. The mattress was not purchased with us and we can not guarantee a product that we did not sell to the consumer, as the main concern is the mattress not fitting the bed. The consumer also moved the merchandise to a different location as their address has changed since the initial purchase. As per our terms and conditions, moving the merchandise voids all manufacture warranties. While I do empathize with the consumers cocners, we will be unable to offer them a refund for their merchandise at this time.

Best Regards,

Review: I purchased a 5 piece wooden dinette set and warranty on 9/30/14 at Ashley Furniture on S[redacted] it was delivered on 10/15/14. By January 2015 the wood began to chip that penetrated the finish exposing the substrate. I filed a claim through the extended warranty company [redacted] ([redacted]) that was purchased during the initial sale, only to be denied on 2/2/15. There reason for denial was that the information that I provided indicated that the damage reported was not a part of the coverage provided under the terms of my protection. I contacted the customer service department of ([redacted]) and read to them what was printed on my five (5) year protection plan coverage section which included the following: A specific post-delivery incident which occurs during normal residential use resulting in accidental damage, including gouges, dents, scratches or chips that penetrate the finish exposing the substate. The [redacted] representative suggested that I contact the furniture store to file a claim with the manufacturer due to the short length of time that I had the set. I contacted [redacted] with the Ashley Furniture location that I purchased the set and informed of her my issue. She immediately scheduled a tech to come to my house to inspect the damage. Several days later [redacted] contacted me via telephone informing me that the tech indicated the damage was caused by water and that I should submit my claim to [redacted]. I informed Michelle that my claim had been previously submitted and denied; I then inquired about another recourse. [redacted] indicated that she would submit a claim to [redacted] because it should be covered and she will include a copy of the report from the tech who assessed the damages. On 2/20/15, I received notification of denial from [redacted]. I've since left several messages for [redacted] requesting a follow up and a refund to no avail. I have also left a message for [redacted] on 3/4/15 to no avail.Desired Settlement: A full refund of $508.86 that I paid for the merchandise, the bogus warranty, delivery charge and taxes. The dinning set can be picked up by the stores delivery department and returned to the store.

Business

Response:

Good Afternoon,We here at Ashley Furnitrue Homestore would like to thank you for bringing this consumers concerns to our attention. I did speak to the consumer on 3/5/15 in regards to the concerns she was having with the merchandise in her home. Per my conversation with the consumer I did advise that the extended warranty company is a separate company not owned and operated by Ashley Furniture Homestore. I also did advise on several specifics required by the extended warranty company when processing a claim. The warranty company does require specific information as to how and when any self inflicted damage has incurred. The consumer did send the original claim that was sent to the extended warranty to myself for review. Upon reviewing I found she was declined due to lack of any specific damage correlated to the concerns she was having with the merchandise. ie. Our service technician initially inspected merchandise for defects and found the damage to be caused by water marks. There were no comments regarding the water damage in the claim to [redacted] and the claim was declined because of. My advisement would be for the consumer to resubmit a claim to the insurance company with the corrected information. I did advise the consumer I would be happy to reach out to the extended warranty company in regards to her original claim, however, due the escalation of the concerns the most time efficient route may be submit a secondary claim to the insurance company. I will be happy to assist in any way I can. However, should the consumer wish not to resubmit the water damage claim and pursue any denominational amount of retribution for the denied claim it would need to be filed against the extended warranty provider as the dispute is specific to the company[redacted], the insurance provider, not Ashley Furniture Homestore.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.

[redacted] suggested that I submit another claim when in fact an employee of Ashley Furniture, [redacted] submitted a second claim on my behalf along with the report from the technician detailing the damages; the second claim was also DENIED. Ms. [redacted] indicated that the reason my original claim was denied was because it did not entail the specifics of the damages which is true. I did not assume that using water to wipe off a wooden table would cause damage. Furthermore, the water damage was not the known cause until the technician indicated so. However, the second claim included specifics about the water damage that was also supported by a third party (a technician for Ashley Furniture) which included a report submitted by the technician and it was DENIED for the following reason according to an email response from [redacted] Furniture Services on 2/20/15:[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 your problem is caused by general wear of your Covered Product, and is not the result of accidental damage. Your protection plan does not cover wear-related issues, such as fading, wear, seam separation, stress tears, loss of foam resiliency, pilling or fraying of fabric; leather or vinyl color loss or cracking and peeling, splits on bi-cast leather, and scratches, dents or chips that do not penetrate the finish or expose the substrate.This is the response after I spoke to Ms. [redacted] who indicated the claim should be covered and the the second claim was submitted. So I guess neither I nor the employee of Ashley Furniture ([redacted]) are aware of the magic words that need to be said in order for the claim to be approved. I spoke to Ms. Ferrell on 3/6/15 after submitting my complaint and she indicated that the damages should be covered and that she would reach out to [redacted] in an attempt to have this issue resolved. I forwarded her a copy of the denial notifications from [redacted] along with my original claim information. Now, according to her response to you she is advising me to submit another claim. So what happened to her speaking to [redacted] about the denied claim that was also submitted by their store employee with the technicians report?? I paid ($79.99) for a bogus extended warranty plan (please see attached) that Ashley Furniture was advertising, promoting and pushing during the sale of my dinette set. This issue should be easily resolved.. if the store is promoting and selling a warranty under false pretenses then the consumer should be refunded their money. I'm not asking for anything unreasonable... I would not have purchased that particular dinette set if I was not informed and sold on the warranty providing coverage. Not only did the salesman lie about the warranty but Ashley Furniture is selling a product that is bogus. I would either like the table fixed or a full refund and the merchandise can be returned. Regards,

Review: I purchased a living room set from Ashley Furniture in 2014 August. In July 2015 I called to report a problem with my furniture. They came and picked up my sofa August 2015 to repair it. They brought it back a month or so later with no legs on the furniture. I refused to accept the couch and they took it away. More than a month went by. They called to say they would deliver my couch on a certain day and time. They never showed up! I went into the store. They arranged for delivery again. When they finally delivered it in October it was supposed to be a brand new couch. When they took the plastic off, turned it upside down, my husband noticed the furniture frame was broken. They took this couch away! I went to the store yet another time and spoke with the manager once again. He promised me a brand new couch would be ordered and delivered to me. I did not hear from anyone so I went into the store in November and the manager once again said that it was ordered and I would have it in the middle of December! I went to the store, Friday December 18th. The manager Ahmad showed me a computer screen saying the furniture would be here on the 20th. I called today which isDecember 21, 2015 and now he tells me delivery has been pushed back 2 more weeks! This has gone past the point of being ridiculous. I asked for a refund he says he cannot do that, I asked for another living room suit, he says he cannot do that, I asked for a loaner couch, he cannot do that. I have had no furniture for anyone to sit on in my living room for over 4 months. This entire time I have been making on time payments on my account and paying extra each month for furniture that is not even in my home to use. At this point, I would like to return all of the furniture and receive a full refund of the entire living room set which includes couch, love seat, and tables which is $4150.56Desired Settlement: At this point, I would like to return all of the furniture and receive a full refund of the entire living room set which includes couch, love seat, and tables which totals approximately $4150.56

Business

Response:

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. A refund for the consumer has been processed in full per the consumers request. All concerns are considered to be resolved in full. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. Best Regards,Deannie F[redacted]

Review: On 09/04/2014 My wife and I ordered a king sized bed frame from this store. We were told that it would be delivered 10-14 days from the purchased date. We waited finally on 09/19/2014 we were contacted by the warehouse that delivers the products for Ashley Furniture. We came to an agreement for delivery on 09/30/2014 for the bed frame to be delivered. ON that day my wife and I noticed it was a used frame that was repaired in the warehouse according to the delivery men. We refused the deliver and they took it back. During that day we contacted The store to discuss how to replace the ruined and damaged bed frame. Finally the day afterward someone called us and sent "reordered" a new bed frame. The delivery was scheduled 10/10/2014. I waited anxiously for the "new" bed frame to arrive. When the delivery men unwrapped the furniture, again it was the same damaged bed frame that was delivered on 09/30/2014. I mean it was used furniture that they were trying to [redacted] off on me TWICE. I was livid and immediately called the warehouse and the store and all I was getting was busy signals and voicemails. I left many voicemails to [redacted] which is the customer service [redacted] with no response. I also spoke with [redacted] (which he told me was a [redacted]) from the Ashley store and then left a message for [redacted] ([redacted]) with no call back. I tried many times to get a live person on the phone and finally got [redacted] on the phone. He said specifically that there is nothing he can do at the store. He said my only way is to cancel the order through customer service. This conversation was on 10/10/2014. I called for another 3-4 days for someone to call me back but there was no response. I kept getting ignored and then on 10/17/2014 I got a call from the delivery warehouse to schedule an appointment. I said "No one ever called me back about the second delivery failure, is this new furniture or repaired?". They responded "repaired". I refused the appointment immediately and asked to cancel this order because I bought NEW furniture not REPAIRED. The person informed me that they can not cancel the order, only the store can. To my surprise I was shocked of what she said and then I became angry and ask to speak with a [redacted]. Then I was transferred to guy called [redacted] (the [redacted] of the store). After speaking with him he said only the store can cancel the order. I honestly do not think that this was the [redacted], I highly doubt they would transfer a customer call to the [redacted] of the company. So then I proceeded to call the store and speak with the [redacted]. [redacted] again informed me that they can not cancel the order. I then described to him the conversation I had with the warehouse and [redacted] that only the store can cancel the order. [redacted] said give me your number and I will call you back immediately. Well guess what, I never got a call back. I have tried every avenue to get this resolved and absolutely no one calls me back or gives me any notification on what the next process is. I have lost 2 days of work because of them and there damaged repaired furniture.Desired Settlement: I want a full refund, I don't want any damaged goods. I want it like I never even did business with this store. And honestly I want pay for two missed works days I had to give up because of this. And they should be fined a fairly large some of money for deception and wrongful business practices.

Business

Response:

good Afternoon,

We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. [redacted] request for a refund will be honored in full for all undelivered items. I have contacted the consumer to advise. Please feel free to reach out to me should you have any questions in regards to this consumer.

Best Regards,

Consumer

Response:

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

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

Regards,

Review: Review:

I am filing this complaint as a result of Ashley Furniture Homestore in [redacted], repeated failing to treat me honestly and fairly with my latest purchase on 11/29/2014, which still has not been delivered, after having been promised to be delivered within 2 – 3 weeks of my order date. This purchase was a direct result of their product’s failure and a previous delivery and product failure issue. I was giving them an opportunity to correct past problems with this order. Calls are not returned, computers are always down, deliveries are promised and not made, products and services are misrepresented and managers present themselves as having no authority to resolve customer complaints but full authority to take your money. Had I known this order was not leather as I was sold and that after 6 weeks I still would not have the order. I would never have ordered from them and sought other resolutions to the first product failure issue.

Specifics of our Complaint with Ashley Furniture:

In the fall of 2010, we purchased a leather sectional sofa from Ashley Furniture Homestore in [redacted] and paid for the delivery as well as an extended warranty being offered. The sofa was delivered torn and defective causing us to refuse the delivery. This was not without an ordeal. The delivery men told me that they would not take it back because I had purchased it “as is” which was untrue. I got on the phone with my salesman and was told that because I purchased the warranty, they could come fix it. I did not purchase a damaged product nor would I accept delivery of a damaged product. I refused delivery and had to go back to the store and pick out different furniture because they wouldn’t give me my money back and they had no more of the original sofa I had selected available. So, I purchased 2 additional love seats which I believed to be leather, paid for an extended warranty and consequently, paid more than my initial purchase had been planned.

The love seats did not hold up. Both headrest areas on both sofas have had all of the tanning color (dark brown revealing splotchy light tan underneath). These are not cracked or worn and the color has simply rubbed off. Required pictures and documentation was presented to Ashley furniture through [redacted] as requested. On 11/12/14 she sent us an email that we were “given full credit to reselect 2 new pieces you will need to pay a new delivery fee and have a credit of $1511.98.”

We went to the store on 11/29/2014 to replace them with the exact items thinking that this was just an isolated instance of defect. The same sofa on the sales floor showed signs of the exact same problem. Our salesman, [redacted] said those sofas were not real leather and that was why we had this problem. So we decided we would upgrade to genuine leather and asked him to show us only leather sofas. Mr. [redacted] asked the manager, [redacted], to authorize us to purchase a different sofa, to prevent us going through this problem again. We stated that we didn’t realize that what we originally bought was not real leather and this time we didn’t want to make that mistake again. We repeated this question over and over to both the salesman AND the manager, asking if the products we were shown were all leather and they assured us this was the case. Even though not our original plan, we were willing to spend more to get a more quality product. We wanted genuine leather sofas. We purchased a reclining leather loveseat and matching sofa that both our salesman and the manager assured were all leather. They showed us the leather, had us feel it, and we were promised this was all leather. In addition to the 2 sofas, we ordered 1 end table, 1 coffee table and a large mirror. Although advertised as free delivery when we walked into the store, the “free” delivery that was being offered cost me an additional $200.00 (I was told that I didn’t want free delivery because my furniture would not be warranted unless I paid for delivery) and the new warranty was $400.00. I walked in with a credit of $1511.98 and came out owing an additional $3692.66 for a total purchase of $5,204.64. They processed only $1439.98 as a credit (not $1511.98), and had me pay them a deposit of $692.66 and financed the remaining $3000.00 additional charges. I was promised delivery in 2 – 3 weeks, BEFORE Christmas. I specifically asked if I would have it by 12/18/14 and I was told by my salesman that I would get a call the next week (first week of December) to confirm the schedule delivery.

I waited 10 days and since I had not heard anything from anyone, I called my salesman [redacted]. He couldn’t tell me when a delivery was scheduled but said he would find out and call me back. He never did. We made five calls to Ashley Furniture even leaving a detailed message for the manager to return my husband’s call. We received a call from an office in [redacted] stating they did not know why people were not calling us and connected us to [redacted]. After we finally spoke with her, she said she would find out when our furniture was to be delivered and call me back. We complained that our salesman NEVER called me back and that she was difficult to reach. She said she would make sure the salesman called us. He never did. She told us to call the extension for order delivery to reach her in the future. She called me back several days later to tell me that I would not be getting my furniture delivered until January 2nd. I complained to her about being charged $200 for delivery that I was told originally would be free in order to honor my warranty and was upset because I went online to show a friend the sofa I purchased and Ashley’s website stated that the sofa was a mix of leather and VINYL. It was not all leather after all! [redacted] said it had leather in the seating areas and it would wear better. I was upset because this was not what I was sold or told! It was a complete misrepresentation to us. I wanted to cancel but she made me feel I had no choice – no refunds.

Now, in addition to not having my furniture I received a credit card. I did not realize that this was how Ashley furniture offered their financing. I would have appreciated being told that this financing was a revolving credit card account. I would never have agreed to this and I have not activated this card because I did not want a credit card and would not have chosen this method of payment, had I been told.

On January 2nd, my husband and I took the day off work to prepare for the delivery that day as [redacted] had promised. He called the store at 10 a.m. to confirm delivery because again, no one called me as promised. The clerk said there was no record of us having any delivery and we were not on the schedule. In fact, there was no delivery date in sight, and it didn’t appear that our furniture had even been made yet. My husband demanded to speak with the Manager. An assistant Manager, [redacted], said he was the manager. My husband was quite upset. When he told him the saga and expressed our complete dissatisfaction with Ashley Furniture he said that there wasn’t anything he could do about it. We told him we were cancelling our order and wanted a full refund issued that day. He said that he did not have any authorization to do that and would have to talk to someone and he would get back with us. He called 3 times (several hours apart) to tell us he was still waiting to talk to someone in authority and asked us to be patient. He also said that it looked like our product was almost complete to come from North Carolina and might reach their distribution center on January 6th. We told him we did not care where it was now because we were cancelling this order in its entirety. He said he would call back as soon as he could get an answer. I said we needed to hear by the end of the day (1/2/15). He never called me back.

We called back the next day, Saturday 1/3/15 in the morning and spoke with [redacted]. She said that she could not give me a delivery date. She said our furniture hadn’t even been made yet. She told my husband that she NEVER told me that our furniture would be delivered on 1/2/15 because she didn’t have the authority to set up dates. She now says that was the day it would be sent to the distribution center. Customers ask for delivery dates to their home, not warehouses, as they need to move furniture, take time off work etc. This was a blatant lie. She said that there’s nothing that could be done. We told her to cancel our order and issue a refund. She said that she did not have any authority to do anything so we asked her for her boss’ contact information or someone that could. She said that [redacted] is the CEO but refused to give us any contact information for him saying it was not allowed. We asked for someone else and she gave us his assistant’s name [redacted]. We called her immediately (10:30 a.m. 1/3/15) and she has still not returned our call. We left a message stating that if she did not return our call then we were going to file a complaint with the Revdex.com.

Today, at 1 p.m. as my family was sitting down to a family holiday dinner, I received a call from [redacted] from [redacted] to arrange pick up of 2 sofas from my house for Ashley Furniture on Tuesday. They wanted to take back the 2 sofas that are defective. This is something that has never been mentioned in any conversations or emails. [redacted] told me that [redacted] told her to arrange this pickup. I asked if this was [redacted] that had not bothered to return my call and she said that it was. I told her that [redacted] should have called me to avoid this Revdex.com complaint. They’re quick to want to take care of what they perceive is theirs but could care less about what I paid for and haven’t received.

When I get reimbursed in full for what I paid for them, for the warranty and their delivery, they are welcome to them but not until.

It is going on 6 weeks and we have no furniture that was promised on 12/18/14 and then 1/2/15. I’m done. I don’t want to deal with Ashley furniture any longer. The furniture I originally bought was defective, the replacement was defective and I’ve been lied to with the current order. Everything is a hassle because once they get your money, they completely ignore all customer service. They tell you what you want to hear in order to make the sale. They lie about delivery and product materials. I have been lied to, misled, and cannot trust that the products I have paid for are of any quality due to misrepresentation by both the store manager and salesman.Desired Settlement: Cancel the current order for the sofa, love seat, end table and coffee table that was placed on 11/29/14 ([redacted]). Issue me a refund of $3437.67 ($3692.66 less the cost of the mirror $254.99 that I took possession of on 11/29/14 at the time of sale) plus the credit value issued by the manufacturer to Ashley Furniture for $1511.98 for a total refund due of $4949.65.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to [redacted] in regards to her most recent purchase/order with us. Upon further investigation I did find the consumer was offered a courtesy credit from the manufacture from merchandise purchased in 2009. While we would be unable to refund the original amount of store credit due to the nature of the credit in itself, I have advised the consumer we would allow her to cancel her current order and reinstate back to the original balance allowed for credit so that she may choose alternative merchandise to replace the original pieces. I do believe at this time we were able to come to a mutual agreement and I have advised the consumer as soon as possible to further discuss the reselection.Best Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I believe after speaking with [redacted] of Ashley Furniture on Thursday, January 8, 2015, that we did have a resolution we could both live with, it has not been executed. I was told to avoid getting a continuous runaround, she would have [redacted] call me to execute our agreement. She has never called me. I was called on Friday, January 9, by [redacted] who was very nice and reiterated the agreement I had with [redacted] from the day before. He had [redacted] call me to execute the agreement however, she was changing the terms as we had agreed. She had stated that she had no authority to make a decision (exactly what I was trying to avoid) and would call me the next morning as soon as she came to work because she was getting ready to leave work for the day. She did not call me the next day. I left 2 voicemail messages for her and 2 for [redacted] finally called me on Sunday January, 11, 2015 and once again was refusing to cancel the order and return to the original credit as [redacted] and I had discussed and agreed. She told me that she would call me first thing yesterday. She did not. I left her a voicemail message this morning at 10:30. I was told by her on Sunday that she would email the completed invoice and I still have not received it. I have told [redacted], [redacted] and [redacted] that I am going to be away on Travel from [redacted]orrow 1/14/15 until Monday 1/19/15 and wanted to get this resolved in its entirety prior to my departure so I wouldn't have to deal with it when I get back, or think about it while I am gone. This has been stressful and frustrating. My initial resolution requested a full refund in order to be done with Ashley Furniture. I tentatively agreed, however, that we would cancel the order with them and return to the original store credit which would support replacing the original 2 defective sofas. Clearly, getting any business completed with Ashley Furniture is beyond their capability. No one has the authority to make a decision or execute an agreement, no one returns a call or calls when they tell you they will. I don't have an invoice, the products haven't been ordered and who knows when the order will ever be delivered. Additionally, while I will need to purchase an extended warranty to provide me the protection I need in the event the replacement products are defective as well, I cringe at the thought of dealing with Ashley furniture in the future. I just want this entire ordeal to be over. This should not have been difficult to execute however, clearly the employees of Ashley Furniture have made it that way!Since Ashley Furniture clearly cannot follow through and execute the agreement I thought we had in place, just cancel all orders and refund all monies, including the original credit of $1511.98. As a final reminder, I am leaving on travel tomorrow, January 14, 2015 and may not be reached until Monday, January 19, 2015. Regards,

Business

Response:

Revdex.com spoke with the business. They are just waiting for the items to be delivered at this time. At that time they will be able to arrange with the customer getting their new items to them.

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: Our bed broke, so we went through the warranty claims service to purchase a new one. After getting contacted about delivery we had a delivery time of Thursday 8/27 between 5-8 PM. After not hearing anything from them in that time frame we called only to get voicemail. We got a call from the delivery man at 8:30 saying he would be there in a half hour. We waited the time and had no delivery so left to get dinner as we had family in town. The delivery man didn't attempt to call us until 9:30 and left no voicemail and did not try to talk to our concierge in our building about delivery. We called the next day and set up delivery once again. They only deliver to Washington DC on Thursdays so we set delivery for Thursday 9/3 between 3-6 PM. On Thursday 9/3 we received a phone call around 9:30 AM telling us the footboard was broke and on backorder. Every time I tried to call the delivery company hired by Ashley, their phones go to voicemail, but their voicemail boxes are full. Ashley furniture keeps telling us it is a delivery issue and putting us in touch with the delivery company they hired who keeps telling me there is nothing they can do about it until the new bed comes in. Their supervisor has not gotten back to me. We have already taken apart our broken bed and have been sleeping on the floor for over a week and now are told they are uncertain when we will receive a new bed because they broke it within the week they were supposed to deliver and it is on backorder. We have rearranged our days to accommodate delivery twice now and keep getting the run around from the companies.Desired Settlement: I would like both my furniture to be delivered and to get a cash refund (NOT store credit) of the money I originally paid for my bed and/or warranty plus delivery.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken tot he consumer on 9/8/145 and was able to schedule her for delivery of all items on 9/17/15. We are confident all concerns will be fully resolved at that time.Best Regards,[redacted]

Review: I went in to the store on 11/12/13 to look at living furniture to purchase before holiday. Found set I liked, sales person was very nice. After giving a brief run down of the [redacted] program I thought that might be better and quicker, cause no credit checks and it helps to build credit. ([redacted] is a rent to own program) Was told furniture should take up to 2 to 3 weeks before it gets from warehouse. And I will not be spending 2000.00 on furniture at Christmas. First RED flag came Sun, 11/24/13, I got a call from [redacted], saying she could not verify any information on me, even though they have my SSN, and wants me to bring in 2 check stub and a bill. I had just had foot surgery so could not. But wait that's why I went with [redacted]. Then I called 12/06/13 to see if furniture was in and was told would be in on 12/19/13. That not right so now I want my 230.42 back and they can keep the furniture. Call [redacted], was told that's up to store cancel contract. Was told to call an ask for [redacted], a [redacted] answered said she was also a manger and was sure she could help. Would not let me speak with [redacted]. #1 I can not have my money back cause I signed a pink slip saying all sales are final, copy of this slip was not put in package copy of contract, they keep it on file, but this is not a purchase it's a rental contract. #2 They tell everyone it takes 2 to 8 weeks for furniture to come in ( 8 weeks I would not have ordered needed it before Christmas) #3 Then put me on hold, about 20 mins, to find out when furniture would be in and I was told 12/17/13, I would then be called for delivery. (She was going to leave a note on my account that it's urgent so I get speedy delivery) Has heard nothing. Left message for [redacted], still nothing. Today is 12/21/13. Has made monthly payment of 203.63 on 12/15/13, in addition to deposit of 230.42.Desired Settlement: All I want is my money back, 434.05 total and forget about the furniture.

Business

Response:

Good Afternoon,

I came into the store on a Saturday morning and was greeted right away. I was there to purchase 2 bedroom sets for my sons. After being quoted $1,900 for 1 bed and 1 dresser I decided to shop around. I went to a few other stores who also sells Ashely furniture and was quoted $1,200 for the same bed and dresser plus they would throw in a mattress and mirror. I was all set to purchase with them but I wanted to show my husband what the set looked like. So we had to go to the Ashley store. I explained to the sales rep what a competitor was quoting us and was told they could match it. So we ended up buying from the Ashley store. We actually bought 3 bedroom sets that day. That is when everything went down hill. Several weeks later we received the queen bedroom set and only the dresser, mirror and mattress for both twin sets. The twin bed frames were damaged while being delivered to the warehouse. We were told it would be at least another week before new frames were in. At this time both of my sons were sleeping on the floor. When the beds finally arrived I had to take another day off of work to be at the house for delivery. The delivery guys blocked 3 driveways, charged their tablet on the outside outlet of my house without my knowledge and used my husbands drill, again without my knowledge. While these guys were at my house, the foot of my night stand was supposed to be repaired. That didn't happen and the delivery guys did not understand us due to a language barrier. I was informed from T&T distributions that they out source to 3 different delivery companies. That's a problem! I received a phone call from someone from T&T distributions to apologize and he told me to call him back if I could think of a way for them to compensate me. The should be suggesting a way to compensate me! I have purchased from Ashley in the past from different locations, since we are a military family, and never had this many problems. I will never buy from Ashley again!

Review: I purchased a king size bed and mattress\box spring set for $2,138.57 on 1/19/2015, and paid in full. I was told I would have my purchase delivered to my home within two weeks. On 2/19/2015 I called the distribution company [redacted] as I had not heard anything and it had been a month. I was told "oh we're waiting on your mattress and we will call you back." On 02/23/2015 I called the Colonial Heights Ashley Furniture store since I had not heard back from the distribution company. I was told "we show your box spring is not in yet and since the distribution company is closed on Monday's I'll call you back tomorrow." Well now its 02/25/2015 and I have still not heard from anyone. Very poor service! I paid for products that over a month later I still do not have nor can anyone give me the same answer, or better yet even call me back. I have purchased many items from Ashley Furniture stores in Raleigh NC with delivery and never any troubles, not sure what's going on with the VA stores.Desired Settlement: I want my delivery as soon as possible and for someone to let me know when that date will be because I have to take off work to be there. AND I want the delivery charge of $139.99 reimbursed back to me.

Business

Response:

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research I found that all merchandise was delivered to the consumer in full on 3/4/2015. All services are considered to be rendered in full at this time. Should the consumer require any further assistance I will be pleased to assist.Best Regards,[redacted]

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore do sincerely apologize for any delays in the arrival of their merchandise from the manufacture. However, all consumers at time of sale receive and sign a terms and conditions agreement whereas it is clearly stated that etas of merchandise can be subject to change based on the availability of the merchandise. The consumer was notified and was made aware of all policies and procedures at that time. While I can empathize with the consumers concerns, we will be unable to refund the delivery fee due to the delayed eta. The delivery fee is a service, that we provided in full and services have been fully rendered. Best Regards,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that a resolution will not be reach between the Ashley and myself. Actually no resolution given at all. So with that I will stop trying and family\friends will just end our business with Ashley. Thanks for helping me try but Ashley just doesn't want to do anything but take money and offer services on their own time with no regards for the customer.

Regards,

Review: Purchased a [redacted] Sofa (Serial No. [redacted]) on 6/10/11. Furniture has numerous places (arms and cushions) that are "bubbling" (not at a seam) and tear. We purchased a 5-year warranty through Montage Furniture Services (MFS) that we were told by Ashley sales rep at time of purchase would cover any and all issues with the couch. Emailed a complaint to MFS on 3/30/15 (with pictures of the damage) and requested that a service technician come see the damage, but were told (via email) damage was not covered (normal wear and tear) even though no one came to look at the couch. Then wrote a letter 5/27/15 to Ashley corporate offices in Wisconsin sending claim filed with MFS, pictures, receipt of purchase and response (sent certified, RRR). Letter was received, but no response was ever received by us from Ashley. Can provide copies of all documents if needed. Bubbling/ripping is worsening and cannot be "normal wear and tear".Desired Settlement: If this particular product is no longer in stock, we will not be able to match the love seat purchased at same time. We would like a representative/technician from Ashley or Montage to confirm that the damage we have is not "normal wear and tear and either refund the purchase price or replace the couch.

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 requested additional information regarding the merchandise concerns so that we may address accordingly.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,[redacted]

Review: I went to ashley paid cash for a bedroom set for my daughter the set was delivered 3 weeks later scratched, cracked, paint chipped, just completely damaged. I was told by delivery guys and rep on phone that I had to speak to [redacted] they have to send a repair tech out which I declined for something that supposed to be brand new. I called store he was not in at the time. I emailed photos of damages to sales assistant explaining my dissatisfaction with furniture. She responded to my email stating This is HORRIBLE! I deserve my money back or replacement whatever I decide is up to me she will forward photos to the [redacted]. I waited til end of business next day no call. I then went to store only person there was [redacted] whom I showed photos and expressed my dissatisfaction. He then offered me a different bedroom set to replace of better quality the one I had but had to get approved by [redacted] to email him the photos and put in the email the item# and name of the set he offered me etc. and he wil call me He replied once he received my email which I still have. I never heard back from him via phone. I then called store a few days later for the [redacted] to tell me if I want the set his [redacted] offered in exchange I will have to pay more money. At that point I told him I am not paying them anymore money to pick up the crap they delivered and refund my money. He then stated he had to call someone else for approval. Then I got a phone call back from a person name [redacted] stating that I could not get a refund if I want the set [redacted] offered I need to pay more money she will have the [redacted] call me back. He never did. I waited til after Thanksgiving holiday called several times on hold, he was always unavailable, left messages no return call, so I decided to go to the store in person around 8:00pm on Dec 3 not one customer was in the store at that time. The manager was there and he stated I have already ordered the new set for you and I do not know how long it will take or when it will come in. I expressed to him I did not want to pay anymore money than what I already paid nor can you tell me how long I am going to have to wait for new furniture. I requested a refund. He stated I was not going to get my money back.Desired Settlement: Refund my money. Instead are offering to replace furniture, but charge me more money to do so, after the fact the [redacted] offered to replace it and never ever stated I will have to pay anymore money. Plus the email response from there sales assistant stating I deserve a refund. Plus I have no clue of when this replacement furniture is suppose to arrive.

Business

Response:

Good Afternoon,

Review: Me and my family brought a few pieces of furniture from this store including a [redacted] King size Mattress on 11/10/2013. Yesterday my husband discovered that there was mold all over the bottom of the mattress. There were no water spots and nothing on the top of the mattress. I called the store to let them know and to my dismay they told me that there was nothing they could do about it. I brought a mattress from [redacted] and never had this problem. I am very upset that a mattress as new as this has mold on it and we will never get reimbursed for it. I am also pregnant and have a 6 month old son. SO this is very disturbing.Desired Settlement: A New Mattress.

Business

Response:

Spoke with Sherry. The business went to the customer’s home on the 4th to take pictures and see the mattress. The information would have been sent to the manufacture on the 7th, which would have been the next business day. These things normally take up to 2 weeks but whenever the business hears from them they will let us and the customer know. The customer may receive that information directly as well.