Ashley Furniture Industries, Inc.

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms....

[redacted] purchased
furniture from an Ashley Furniture HomeStore in [redacted]. Ashley
Furniture HomeStores and authorized dealers are independently owned and operated.
All
decisions are made by the
store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Salt
Lake City store, along with a request for them to investigate this matter
further and contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care
department at ###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Each authorized Ashley...

dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Mr. [redacted]’s claim. If  Mr. [redacted] could reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom he purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question. In the subject line we request his full name and Claim No 17691. Thank you. [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Ashley does not stand behind their warranty, they want to charge me for repairs even under the warranty.

Hello, We are very sorry Mr. [redacted] and Ashley Furniture Industries, Inc. had difficulties with receiving his information. I have contacted the Wisconsin Revdex.com and they were kind enough to provide the attachments. The information will be reviewed and someone will be in contact with Mr. [redacted] with a status update. Sincerely,[redacted]Ashley Furniture Industries, Inc.

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding the [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a...

timely
manner.
 The [redacted]’s purchased furniture from an Ashley
Furniture HomeStore in [redacted], **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Sugar
Land store, along with a request for them to investigate this matter further
and contact the [redacted]’s to discuss their options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
[redacted]

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased...

furniture from an authorized Ashley dealer, One Stop Bedrooms (also known as Payless Furniture Warehouse, in Elizabeth, NJ. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Mr. [redacted] should have received with his furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.” I took the liberty of forwarding the information provided by the Revdex.com to the Ashley Marketing Specialist in the New Jersey area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Mr. [redacted] to discuss his options. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10703132, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
The store has still not contacted me or resolved my issue .

I purchased a sofa and loveseat from Ashley Furniture in September of 2012. I also purchased a "protection plan" at the same time. The furniture was delivered the end of October. The frame on the sofa and the loveseat broke less than a month after it was delivered. I knew I was going to be moving, so I waited until after I moved to have the furniture repaired. I called Ashley after I moved and was told they would NOT cover the repair because I had moved the furniture! I was not told about this policy at the time of purchase or I would not have waited to have it repaired. They said to call Montage, the furniture warranty company (to whom I paid $250 to cover my furniture!. Montage denied my claim because the frame breakage occurred more than 5 days before I reported the damage! I called Ashley again. They said there is nothing they can do!! I am MAD! I paid cash money for this furniture. It broke within a month. No one is willing to take care of the furniture. I filed an appeal with Montage and asked to speak with supervisors. No one is willing to repair the furniture that obviously has a weak frame!

The company hides behind its "dealer network" who hide behind the "delivery service". Each implies it is independent of the others. Long story short, product and service are complete garbage. I spent $4,000 on furniture that still hasn't shown up. Very disappointing. Will not shop here again and will make sure everyone I know knows not to shop here.

I somehow got added to the company's mailing list, even though I am on every do-not-mail list possible and haven't made a purchase there in more than eight years. I contacted them to request removal and was informed that since each store is independently owned, they can't help me.
Unfortunately, I have no idea what store then this is coming from, as the mailer didn't indicate. I don't happen to care about those specifics either. The actions are reflective of the company. It does no good to have industry standards and best practices and then not have them followed.
I never opted into their mailings, either, and didn't have the item delivered so they had no reason to decide that I wanted junk mail.

Review: When they delivered my item, it was damaged. Immediately I called and told them the problem. The lady that I spoke to told me that there would be someone to come out and fix it. I told her that was fine but there's no way they could fix the cut in the couch without me seeing the stitch. She told me that there is no way that I could get another couch and if I did how did I know that it wouldn't be delivered in the same way. So I told her that means she is saying that Ashley furniture delivers damaged products. We got the technician to come out. The technician basically told me what I already knew. He couldn't repair it without it looking like Frankenstein in his own words. He said someone would be getting in contact with me in a couple of days. No one ever did until a week later. They asked me and told me through email my delivery was scheduled for the next week. That day came no one ever came. So I called and of course it took almost an hour to get ahold of someone. I asked them what was going with my delivery, she told me my delivery got canceled. I asked why she said because they couldn't fit it on the delivery truck. I asked her how come I wasn't notified about this she apologized and that was it. She said she was going to send me a giftcard. So we rescheduled it. For today they gave me a time 11:30-2:30 and right now it's 4:07 no one has called to say they were gonna be late with delivery. We called ashley earlier they said they were still coming we have been waiting and nothing. We are trying to call Ashley again. This is bad customer service and I will pay my furniture off and I will never deal with Ashley again. I'm sure if I was late on payment they would be calling me everyday! I'm dissatisfied and not happy and will not recommend Ashley to anyone in the future.Desired Settlement: My desired outcome would be for me to never deal with this kind of business again!

Business

Response:

Hello,

Review: I purchased two Ashley Furniture couches in 2012 with a warranty. Two years later, one of the couches started tearing. I called the warranty company and they gave me the run-around. The store where I purchased the furniture wouldn't help either. My husband and I called and called and it dragged out for two years and the couches were deteriorating little by little. Then I decided to call Ashley Furniture. I told them what happened AND sent pictures. They tried to offer me $250.00, then $450.00 and as of last week $800.00. I told them I would get back to them. I am upset because I bought these leather couches for $1299.00 and they are not leather at all. Leather does not peel and tear like this furniture did. Ashley also told me that they manufacture the furniture except for the material. They also wouldn't give me the name of the company that made this shoddy material .Desired Settlement: All I want is my money back. Leather should not peel like this and Ashley Furniture should stand by their product. I they can go from $200-$400-$800 as compensation, then they can refund my money.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Ms. [redacted] provided information to Ashley Furniture Industries, Inc. in April 2016. On May 12, 2015 an email was sent to her explaining that it was unfortunate the store is no longer an authorized Ashley dealer and will not be able to assist her with her claim. It was noted that Ms. [redacted] purchased in March 2012, therefore her manufacturer’s warranty technically expired in March 2013. Ashley Furniture Industries, Inc. technically does not have any type of obligation to assist beyond the manufacturer’s warranty period. However, as an exception to the manufacturer’s warranty, Ashley Furniture Industries, Inc. offered Ms. [redacted] compensation for her inconvenience of the product. Ashley has taken into consideration the length of time the product has been within the home as well as the factory base price. Ms. [redacted] would receive the compensation in the form of a check. On May 12, 2016 - Ashley offered Ms. [redacted] $250.00 to keep the 2220094 and 2220089 with a signed Release & Agreement,May 13, 2016 - Ms. [redacted] called Ashley stating she did not feel the offered compensation was enough. May 16, 2016 - an email was sent to Ms. [redacted] offering her $450.00 with the reminder that she has had the furniture within her home since 2012. May 23, 2016 - Ms. [redacted] called Ashley requesting her full purchase price be refunded, it was explained that a full refund could not be offered as we are unable to refund the purchase prices and another reminder that she has had the product within her home since 2012. During the conversation Ms. [redacted]’s tone of voice was getting very loud, it was explained that Ashley could offer her $800.00, at this time she requested an email be sent so she could discuss this with her husband. We have not heard back from her since May 23rd. June 3, 2016 - Ashley receives a claim from the Revdex.com. The offer of $800.00 stands as we are already going above and beyond the manufacturer’s warranty. In regards to any extended policy the store sold to you, some retailers offer protection plans or additional plans, which are either through their store or third party companies. Ashley Furniture Industries, Inc. is not liable for any of these types of plans. If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. 128144. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am writing this letter to make an official complaint regarding the Customer Care Center of Ashley Furniture.

I ordered the Portsquire Bedroom room set for my son on Saturday, March 21st from the Ashley showroom located on [redacted] sold the set to me and I must say my sales experience was great. My set was schedule to be delivered on Saturday, April 5th. Upon delivery of the set, I noticed that the quality of the finish and wood was poor on nightstand and headboard. I refused the furniture and ask that Customer Care Center replace the damaged pieces. [redacted], the rep, was very rude and not helpful when I made the request and as I result of his demonstrated behavior, I requested to speak to his Supervisor three times before he obliged put his Supervisor on the line. I spoke to [redacted], his Supervisor, about my negative interaction with [redacted] and described the issue with the damaged pieces. She stated that the replacement pieces will be delivered to me on Tuesday, April 8th between 12p and 4p. I advised her that I cannot take another day off from work; however, if they call me in advance, I’ll leave work and meet them at my house—she stated that that will be fine. Customer Care ([redacted], and [redacted]) advised me on three different occasions that my delivery will be part of the four hour window of 12p-4p and that I am number ten(10) out of twelve (12) deliveries scheduled for that day. They also stated that I will receive a call 1 hour before their arrival which should be in the later part of my window of time.

On Tuesday, April 8th , at 10:50a, I received a call from the delivery person stating that they will be at by home in 20 minutes—1 hr and 10 minutes before my window of time. I was at work and called [redacted] right away. She stated there must be some miscommunication and that I am 3rd to last delivery for the day. At 12:59p, I get a call that they are in front of my house- I advised them that I am at work and that I need about 20-30 minutes to arrive there. I was told by [redacted] that they will wait for me. Later, I received a call from [redacted] stating that he released delivery persons and that I will have to reschedule the delivery. I advised him that I spoke to his Supervisor and she knows that I am on my way—I was 10 blocks away from home and I did advise him of such, however, he still let them go. [redacted] was on lunch at this time and I could not get a hold so I spoke to another Supervisor named [redacted] who stated to me that the delivery guys left because I was not home and I need to reschedule the time. She did not apologize and amend the situation in light of the two times they inconvenienced my by sending me poor quality furniture on April 5th and leaving without delivery my replacement furniture on the second attempt on April 8th. Finally, I spoke to [redacted] and she was able to get in touch with the delivery persons and they were able to return to home with the replacement furniture on day in question—thank goodness [redacted] was able to work with me. One of the replacement items, the headboard, was worse than the first item delivered to me; therefore, I had to return that to them and now have been rescheduled for another delivery scheduled for April 12th.

On April 12th, I received the replacement headboard and discovered that the item is more damage than the others . I got tired of them re-deliverying the item and later requested a discount off the first headboard that is not as badly damaged as the others and settled with that although I really should have asked for a refund of the entire set. Today, the panel on the bed split further confirming that not only is the customer service is poor but so is the quality of the furniture.

[redacted] and [redacted] was very rude, unapologetic, and very inconsiderate. Overall, they demonstrated that they are inflexible and not willing to meet the needs of the customer even when they are at fault. I will not do business with Ashley again and hope that they improve their customer service practices and quality of their furniture.Desired Settlement: I would like an apology and a refund for the panel on storage draws.

Business

Response:

Hello,

Review: I went in to the store today 6/18/14 to file an claim for repair as instructed by the sales staff when we purchased our bed. When I arrived and explained the situation I was told that they no longer carry the brand of bed that I purchased so there was nothing they could do. The manager was extremely rude and when I asked if they where going to honor the warranty that I purchased I was told that there was nothing he could do that I had to contact the manufacturer. Even after being specifically told that I would not have to contact the manufacturer for repair that they would handle it. We spent almost $3000 and the post sale customer service is a joke. This was our first and last purchase from these scam artist's.Desired Settlement: I want this issue handled in the manner I was promised

Business

Response:

Hello,

Review: We had an approximately $8,000 order from Ashley Furniture in [redacted] we got a call on or around July 9th that our order was ready to be delivered and we scheduled the delivery for Saturday July 12th. We got a call on July 11th to confirm delivery and let us know we would be the 3rd stop Saturday morning. Saturday morning the delivery people show up and they only have the mattresses we ordered but not the bases for them. We were never informed we would not get the entire order. So they bring the mattresses in and lay them in the floor and seem to think that is perfectly acceptable for $5300 mattresses.

So ALL DAY we are trying to figure out where our bases are between the warehouse and the store and are given the run around and told 18 different things

1. we were told they were on a different truck and would be delivered

2. We were told they were in Amarillo

3. WE were told they were in Abilene and it would be Thursday before they could be delivered....UNACCEPTABLE

4. We were told by [redacted] at the warehouse at 8pm on Saturday night that our bases were in the Warehouse and would be the first delivery Monday morning which is what we finally agreed to.

So it is now Monday at 11:15am and I am more frustrated today than I was Saturday. I am not a big fan of being lied to and I have been flat out lied to today. We started calling the warehouse at 8am this morning. I spoke with a very nice girl on the phone and she looked in the system and didn't even see us on the schedule for today and said she would have [redacted] call us back. [redacted] never did so we called back at 9am and spoke with [redacted] and she stated that they were loading the truck as we spoke and would be to our house within the next 30-45 minutes.

So 1 hour goes by and I call the Ashley store and speak with [redacted] who was very sweet. She puts me on hold and comes back and tells me that they are on their way to my house right then.

[redacted] is not a big place so we wait 45 minutes and have still no heard from them and I call back....again [redacted] is very sweet but then a very rude woman who stated she was a manager named [redacted] gets on the phone and basically tells me to deal with it and that they don't give out specific times for delivery. At this point I tell her they better be here soon or my next stop will be in the store to find out what is going on.

[redacted] did just call me back and say they had left the store and were on the way here which was not true.

We just got our 20-30 minute courtesy call 25 minutes after we were told they had already left the store and the delivery drivers said they had just left the store. So it does look like we will have the other 1/2 of our bed today and finally not be sleeping on our couch recliners.

We still have no resolution on this and at this point my wife and I have missed a total of 8 hours of work and it looks like my wife is going to miss an entire day of work because of the inefficiencies of this company! THIS IS UNACCEPTABLE and I want something done about it. [redacted] was horrible to deal with and lied every time we spoke with her. I do not appreciate being lied to....I understand that things happen sometimes but we were never given a straight answer and NO ONE was proactive about the situation.

None of this would have been a big deal had someone let us know there was an error and our furniture wouldn't be delivered because we would have kept our waterbed up and just kept sleeping on it. We were very clear with the sales people and the guy who called to confirm delivery that we needed the WHOLE order because we had to drain our bed and get it out of the room.

I should also mention that between my wife and I over the last few years we have had 3 separate orders and had delivery/customer services issues EVERY time.Desired Settlement: First off there is no way we should have to pay the $99 delivery fee and it should be refunded to our account.

2nd I want and honest explanation of what happened with our order because from our end there were several people that dropped the ball and to be honest the only people who even treated us professional were at your store and were Lauren and [redacted] and they were both super sweet and did everything they could.

3rd I believe that we should be given some sort of compensation or store credit for our time because getting furniture delivered should not be this stressful or time consuming. We spent from 8am-8pm on Saturday dealing with this and from 8am-noon today dealing with it. Nevermind that we have been sleeping on a recliner for 3 days because we have no bed! And we have had to miss work!

Business

Response:

Hello,

Review: Sofa

Seriel # [redacted]

M.O. #MAOYQ8O

Loveseat

Seriel #[redacted]

M.O.#[redacted]

These 2 pieces of furniture are peeling excessively to the point that they are unusable because the brown 'leather' is flaking off of the furniture. This furniture was sold as 'leather'

and is peeling and pieces of it are everywhere. It has worn down to just the fabric underneath. I have sent them the original receipt copy and pictures of the defective furniture.

I have emailed consumer affairs ([redacted]) and [redacted] has emailed me back promising that I will hear from the 'marketing specialist' within 21 business days. She has promised that twice and we are now at over 30 days. They say the material is 'out of warranty' but offer absolutely NO suggestions, or repair offers for their product. No one spends this kind of money to have the furniture last less than 4 years. This is just ridiculous.Desired Settlement: I would like to have the furniture replaced or repaired.

Business

Response:

Hello,

Review: Furniture purchased on September 1, 2014 will not be delivered to me by Ashely Furniture store!

My husband and I purchased a dining room set on September 1, 2014 at the Ashely Store in [redacted] (a Krinden Midtone Dining Table w 6 chairs, SKU163-104-2 and 163-104-3 via Invoice #[redacted]). The total purchase of $1,433.06 including delivery charges was paid by credit card in the amount of $1055.06 with the remainder of $378 being financed with other items we purchased at [redacted]. We were told that due to their recent high sales activity, they could not deliver our purchase until a later date as they were out of stock! As we live in [redacted] and had to return there on September 7, we asked that the delivery be made the first week of October when one of us would be returning. As Ashley Furniture works with [redacted] to deliver furniture, we were told this product would be delivered with the products we purchased from [redacted] then. When I returned to Florida on September 30, I received a call regarding the delivery and was informed that the dining room set was not to be delivered as it was not on the order! After numerous calls to both stores and being given the run around, I was told by a representative at [redacted]) that she was able to get the dining room set scheduled for delivery on Friday (October 3) on a separate truck. I would then be having two deliveries that day-one for the purchases made at [redacted] and one for the dining room set purchased at Ashley Furniture. I was told by [redacted] I would receive a call on Friday giving me a two-hour time frame to expect the trucks. The first truck showed up in the morning containing the [redacted] purchases; the leather couch they delivered was torn and they had to return it to the store and I am to receive another one this upcoming week, but that is another story! When discussing the torn furniture with the Customer Service department at [redacted], I asked when to see the second truck. I was told that it was scheduled for later that day. My husband called Customer Service to see what "later that day" meant. After the representative pulled up our invoice, my husband was told the shipment was on the evening route via the "B" truck and the dining room set would be delivered between 5:30 pm and midnight. He was told that I should receive a call between 3 and 5 pm to give me a shorter window of delivery. At 4:55, I had not received a call and my husband called the Customer Service department. At that time, he was told by the Supervisor of the Customer Service department that the dining room set was not going to be delivered since "the guy that determines what goes on the delivery truck ([redacted]) made a mistake" and did not put the dining room set on the truck! She then told my husband that our dining room set would not be delivered until the following Thursday (October 9). We purchased the furniture on September 1 and due to their inefficiencies and errors, we have yet to see our furniture! We have then spoken with many other representatives of both stores (Kathryn Chappell, the sales person that sold us the items at Ashley Furniture, [redacted] Larose the General Manager at Ashley Furniture and numerous Customer Service representatives. ALL OF THEM HAVE BEEN CURT AND HAVE REFUSED TO DO ANYTHING TO HELP US OUT! WE ARE TOLD THAT BECAUSE WE LIVE IN THE ZIP CODE 33981, THE EARLIEST WE CAN GET A DELIVERY IS OCTOBER 9, yet [redacted] which is nearby can receive deliveries 7 days a week! I need to leave for [redacted] right after October 9! What if I don't get the delivery and is it fair that this hardship is placed on me? This purchase was paid for on September 1; they have taken our money and will not deliver the product! Is this type of practice legal? Please note that this home has to be ready by the day I leave! On a final note, please note that the only person who has listened to our dilemma and tried to help us out is RDesired Settlement: I want the dining room set to be delivered AT THE BEGINNING OF THIS WEEK and before October 9 in perfect condition! I would prefer that delivery be made on Monday, October 6 so that I can receive the product I paid for on September 1! I know the dining room set is in stock and that it is sitting in [redacted] as I have been told this by various representatives of both stores! I would like a telephone call from a manager of Ashely Furniture stores confirming the agreeable delivery date.

Business

Response:

Hello,

Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [redacted]’s situation. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner.

Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley

Furniture HomeStores and authorized dealers are independently owned and operated.

All delivery schedules are made by the store that sold the product in question.

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Fort

Myers store, along with a request for them to investigate this matter further

and contact Ms. [redacted] to discuss her options.

If you have additional questions or concerns,

please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Business

Response:

Hello,We are very sorry that Ms. [redacted] has chose to not accept my response to her Revdex.com claim. Since the stores are independently owned and operated, Ashley Furniture Industries, Inc. and each of the stores computers systems are not linked, therefore we request the consumer contact the store or their customer care department for further assistance. We highly recommend that Ms. [redacted] contact the [redacted] HomeStore Customer Care department at ###-###-#### for further assistance with her concerns. Sincerely,[redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. (For your reference, details of the offer I reviewed appear below in script.). Please understand the facts: Complaint was made against the [redacted] HomeStore in OctoberComplaint was forwarded to the Wisconsin office's of Ashley Furniture by Revdex.com per Ashley Furniture Store's request.I was told to take up matters with the [redacted] HomeStore by the Wisconsin office of Ashley Furniture (Ms. [redacted])I communicated with the Revdex.com in Wisconsin and a rep told me to resubmit my complaint against the Florida store again and that he would send it back to the Florida Revdex.com if it came back to the Wisconsin Revdex.com.For some unknown reason, the rep never saw that the complaint came back to the Wisconsin Revdex.com and the complaint went back into the hands of Ms. [redacted] again.As you can see by Ms. [redacted]'s response, the Wisconsin offices will have nothing to do with this matter and it has to be taken up with the [redacted] Store. If you review my complaint in full, you will understand my experience with the [redacted] store and why I had to involve the Florida Revdex.com.Will someone please help me at the Florida Revdex.com so that we can put this issue to bed? I do not understand why the [redacted] will not handle this matter. Please be so kind as to contact me. If it is easier, I can be contacted via telephone at ###-###-####.

Review: A dining room set I purchased from Ashley Furniture was delivered on 2/16/2015. The drivers were more than one hour late and failed to set-up the arrangement as the sales person said they would. I was not given an opportunity to exam the furniture, but was told to sign a receipt. I asked the deliveryman what I was signing and he said that I received the furniture. I asked if it meant that the furniture was in acceptable condition, and I was told no. It only meant it was delivered and I had 3 days to report any issues. Upon examination, I discovered that the front legs on all 4 chairs bowed in and there were scratches on one of the table beams. When I called the store the next day I was told that I had to email pictures of the defects to service and that someone would review the photos and decide if a technician would be sent out. I relayed what the driver said and was told I was misinformed. I emailed the photos as advised. Since I did not receive a response from the service department within 72 hours as I was told, I called and spoke with the store on 2/21. I was advised that the chairs would be replaced and a technician would have to come out for the table scratches. I was told someone would call me before 9pm on 2/21 with a delivery date. It is now 12:02am on 12/22 and I have not received an update on my delivery.6Desired Settlement: I expect 4 new chairs as well as a new table.

Business

Response:

Hello,

Review: After ordering a product that was on sale, the salesman informed me that delivery to the store would take about 3 weeks and it is still not here.

I went to Ashley Furniture to purchase my first sofa. Upon finding the sofa I desired, the salesman talked me into getting the extended warranty. After completing my purchase, the salesman informed me it would take 3 weeks for the reclining sofa to be delivered to the store. After 3 weeks, I was called to be informed that the sofa was on back order. I visited the store today and was told that they have a "no refunds, no cancellations" policy. I then spoke to the [redacted] who informed me that he would work on getting my order cancelled but he couldn't authorize at the store level. He also stated he would call me later. Granted he did just call me at 9:30pm, I still feel as if he forgot about it.Desired Settlement: I just want my order cancelled and my money returned to me. I do not have the product in my possession and since there is such a high demand, I do not see why it is such a problem for them to return my money and give the couch to the next person in line. Having a "No Refund, No Cancellation" policy at a retail establishment is the most ridiculous thing I've ever had to deal with in my life.

Business

Response:

Hello,

Review: I bought a 6 piece durablend sectional sofa, it says on the product description that it is VERY durable...hence the name, However it is not holding up at all....I bought it on 2/27/12 and it is peeling everywhere! really awful, I have called ashley, my furniture store said theres nothing they can but contact a Rep from ashley, and no one has contacted me in this matter, ....its defective.... this material is suppose to be strong, not peeling it says so on the tags that came with sofa, and yes I still have Tags On the sofa. I have pictures I can send....the furniture store ([redacted])has been very helpful from where I purchased, I can't seem to get a outcome...because we need the Ashley Rep to help.Desired Settlement: I would just like a replacement ......if I could I would rather get a non-durablend sectional, I have many pieces from Ashley I have always been pleased, however, this set is very awful....I worked very hard to purchase this set, I cannot just go buy another.

Business

Response:

Hello,