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Ashley Furniture Homestores

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Ashley Furniture Homestores Reviews (1809)

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: 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 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,

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!

Almost 2 months after placing an order items have not been reviewed and Ashley Furniture will not respond with any anticipated date of fulfilling the order.

Review: On April 15th I purchased two box springs and a mattress. Upon delivery, the box spring meant for the new mattress made the bed too high for us. We called Ashley to see what we should do because we did not want the second box spring. The woman told us to decline acceptance of the one box spring and we would see a credit on the bill. We did just that. When our May bill came, there was no credit. We called again and after numerous times of not being called back, we finally got hold of the woman. She told us that she was "working on it" and if we did not see a credit on the June bill, to call back again. On the June bill there was no credit for the declined purchase. Again we called and received no help. My husband had to drive to the store to talk to someone and was given an excuse that she had to wait for the shipping company to do something. It is two months later. It does not take two months to refund a customer money. We don't have the box spring or our money, so essentially this company STOLE from us. To us it feels like they are refusing to refund us for a purchase we never owned. We want our money back now. We aren't going to wait for another person to "call us back" because that doesn't happen, nor does it help.Desired Settlement: We want our money refunded to the credit card immediately.

Business

Response:

Good Morning,

We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has been in contact with this consumer to assist in expediting a resolution for [redacted]. At this time we have been able to reach a full and amplicable resolution for the consumers concerns. The consumer has been credited in full for the refused merchandise. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Sincerely,

Review: Around March 25, with the assistance of [redacted] at the Woodbridge, Va., Ashley Furniture location, we ordered a bed and a living room set. We were given an estimated delivery date of April 7, with a guarantee that we would have the furniture before Easter.

By April 14 we still hadn't heard anything, so we called to inquire and were told delivery would be on or after April 24. We visited the Woodbridge store the same day and a manager (perhaps [redacted]) told us the bed would be delivered on April 16 and possibly the living room set as well. He said that if they were unable to schedule a delivery of the living room set for that week, then they would start the process of issuing a refund.

On April 16, the delivery truck arrived with our bed (but not the slats, which they admitted should have been included) and two pieces of our four piece living room set. We accepted delivery of the bed only, as we did not want to be stuck with half a sofa in our living room for an indeterminate amount of time.

We visited the store and spoke with manager [redacted] who told us that Ashley Furniture does not issue refunds and our choices were to accept the late delivery, take damaged furniture, or take the floor model (which was not in the configuration we ordered), and that there would be no consideration or compensation for the delayed delivery or the hours we had spent resolving the issue. After a few hours of going back and forth, given those choices, we were pressured into accepting the floor model as a temporary stand in until our real furniture arrived.

On April 17 the delivery truck arrived with the bed slats and a full furniture set (not in the configuration we ordered). The dispatch staff told us we were receiving our brand new furniture and the furniture that we would be keeping permanently. We called the Woodbridge store to confirm this and a salesperson pulled up our account and said "the President pulled some strings" to get our furniture. Later however, one of the delivery people told us they picked up the furniture from the store and that it was the floor model. Not wanting to accept a floor model at the brand-new furniture price, we rejected the delivery.

In addition to all these issues, the Ashley furniture delivery men that came on April 17 were rude and hostile from the beginning of the delivery to end. One complained multiple times that he had class and didn't want to be there delivering our furniture and the other aggressively insisted that even if the furniture was not new we should accept it at full price anyway because their "repair people are professionals".

To recap: We were promised a delivery date that did not happen, not notified about the date change until WE inquired a full week after the promised delivery date, lied to about the refund process, lied to about the furniture that would be arriving in the Wednesday delivery, pressured into accepting a compromise we were not comfortable with, lied to about the furniture that was being delivered by the distribution center and lied to again about the funiture by the staff at the store.Desired Settlement: A refund of the cost of the living room set, the insurance plan on the living room set and the delivery charge increase that was applied when we added the living room set to our order.

Business

Response:

Ashley Homestore

Phone: [redacted] Fax: [redacted]

May 11, 2014

To Whom It May Concern:

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

At this time we have come to an agreement with [redacted] and [redacted] regarding their recent purchase and have delivered all items to their satisfaction on May 7, 2014. Our agreement included a discount on the items purchased along with prompt delivery of all goods.

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

Customer Service

PH: [redacted] Ext. [redacted] or [redacted]

Review: I have been waiting about a year, maybe a little longer, for a couch that I ordered from Ashley's Furniture store in Richmond, VA on Laburnum Ave, to be delivered from T & T Distribution. After playing phone tag for several month I finally was able to schedule a delivery date. They gave me a 3 hour window on a Friday, to come which was between 9 am and 12 pm. By 1 pm they had not showed nor called to let me know they were either late, not coming, or if I needed to reschedule. I contacted the manager the following Tuesday and left her a voice mail. Her voice mail said to allow up to 24 hours for a call back. I called her back on the following Thursday because I'd not heard from her and left her another message. To this day, Friday October 16, 2015, I have not heard back from the manager from when I originally called at 10:45 am that Tuesday and then the same time on the following Thursday. It is now after 2:30 pm on Friday and I haven't heard anything from anyone. I even left a message for the distribution center on Friday October, 9, 2015, the day of my delivery, at 12:30 to find out what was going on with the delivery. Even they haven't called me back and it's been a week since that message. On the day of my delivery I had to leave my home at 1:00 to go to work. I never even received a call stating they were at my house and I wasn't there. So I am under the impression that they never came. What's worse, if I want a weekend delivery I have to pay and additional $69. At this point because of all of the hassle I've been through with them, which is A LOT more than what I've just stated, I should not have to pay to have my couch delivered on the weekend to avoid taking off from work again and losing money for a delivery that won't come.Desired Settlement: The desired resolution is to have the item that I ordered and have been paying for on my Ashley's card for the last year, to be delivered to my house. Preferably on the weekend without having to pay the additional delivery fee since I waited for 4 hours for a delivery that was supposed to come in three hours and since customer service didn't even have the courtesy to notify me that my deliver would be late or not coming at all. Not to mention the fact that I've had multiple issues with them.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize for any inconveniences this consumer may have experienced in regards to the scheduling of the most recent delivery. I can confirm that the consumer has been placed on schedule for the delivery of items on 10/22/15. We will do all with in our power to ensure for a successful delivery.In regards to the delay in receipt of the merchandise, please allow me to provide further details as we have documented attempts to contact the consumer to schedule dating back to 12/23/15. Our records show that we attempted to contact the consumer to schedule for the remaining order on 12/23/15, 4/29/15, 4/30/15, 6/27/15, 8/7/15, 8/22/15. The failed deliver attempt was not successfully scheduled until 9/25 upon re-establishing contact with the consumer. Best Regards,*

Consumer

Response:

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]I was contacted the evening of Friday October 16, 2015 and was able to schedule a delivery for Saturday October 24, 2015 at no additional charge. I agree that they've have tried calling on the dates that they provided and I never indicated that they did not. However, it was a lot of phone tag when calling. Unfortunately when they would call it was while I was at work and could not answer. I would call back but would always get their voice mail and most times the voice mail box was full and I could not leave a message. Once I have received the item on October 24, 2015 I will consider this complaint to be resolved.

Regards,

Review: Purchased furniture on 11/07/2015 and I have not received it yet. I was phoned on 11/12/2015 stating my furniture was in. Returned phone call and was made aware my furniture was not in. I called again on 12/22/2015 wanted to know where my furniture was. I waa made aware that my furniture qas redirected. I thwn made several calls to the store to attempt to speak to manger. And had no luck. So I went to the store spoke with manager. He then told me that he was sending an email to corporate to see if I can be compisated and to reorder my furniture. He also stated that he would call me on 8/12/2016 and I have not received that phone call. I was also told that they would not refund my deposit nor could I cancel my order. So it has been almost 3 months no furniture no answers and out of my money and this is unexceptable.Desired Settlement: My outcome would be to refund my money and cancel my order and actions on there part and for the manager for being so rude to me.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumer concerns to our attention. We apologize for any delays the consumer may have experienced in their receipt of merchandise. At this time I can confirm that all ordered items were delivered in full on 1/26/16. All concerns have been fully resolved and services have been rendered in full as of 1/26/16. Please advise if I may be of any further assistance to the consumer. Best Regards,Deannie F[redacted]

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Description: Furniture - Retail, Furniture Stores (NAICS: 442110)

Address: 1501 Wesel Blvd, Hagerstown, Maryland, United States, 21740-6562

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