Ashley Furniture Industries, Inc.

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: 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: 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,

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: Caved in bed!Desired Settlement: DesiredSettlementID: ReplacementWell in 2007 I went in to Ashely furniture to purchase a mattress , so I purchase what was supposed to be the best that Simmons had in the store so I made the purchase.. Well just a month ago I noticed that the mattress had become uncomfortable so I noticed that it was caved in on both sides.. So I called Ashely to have them looked at and the tech said the mattress was defected..So today the lady said the mattress was defected but it's not under the warranty nothing they could do... Bad buss..

Business

Response:

Hello,

Review: in 2012 we purchased a sofa and love seat from the Ashleys furniture store in north brunswick nj. we payed 1700.00 for the pair along with purchasing the five year protection plan. within two year the fabric started to peel away on the sofa. obviously there was a problem with the material. after many emails with photos and phone calls the only resolution was that the store sent us a piece of fabric and wanted us to pay for the install. they determined that the issue was wear and tear. this sofa is in a TV room in the basement and is rarely used. we do not have pets or young children. I called consumer affairs and the outcome was the same. I asked if it was Ashleys policy to sell a family furniture that could possibly be worthless within a few years due to an inferior fabric and the answer was no. but they would not help either.Desired Settlement: we would like ashleys to supply new fabric and pay for the install.

Business

Response:

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 Ashley Furniture HomeStore in North Brunswick, NJ. 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 North Brunswick store, along with a request for them to investigate this matter further and contact Mr. [redacted] to discuss his options. If you have additional questions or concerns, please consider contacting the North Brunswick HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Review: I purchased a chair from Ashleys when I lived in [redacted]. The seat for the chair broke for no apparent reason. It was not heavily used or abused. I have had to order the seat twice from a store here in [redacted]. Each time the seat did not fit on the chair. Screw holes are not matching on one side. This is not the first time I have had a problem with Ashleys sending wrong or defective parts. We tried to resolve an issue with a broken foot part of our bed and they kept sending out the wrong part. We still have that broken as well. Also we noticed that our sofa was torn the same week that we purchased it. That was fixed but still bad service. All ashleys did was take an amount off our price that we were paying on. I am not happy with the service that we have got from ashleys. It is unacceptable that we have to continue to get wrong and defective parts. It is a pain to have only 3 seats at the table because they keep sending defective parts.Desired Settlement: I would like to have the chair replaced and would like to get the correct part for the bed. It is unacceptable to continue to get bad products. I am a very unhappy customer and this has been nothing but a headache for my wife and I.

Business

Response:

Hello,

Review: On June 7, 2014 I walked into Ashley Furniture in [redacted] to purchase living room furniture. My existing furniture had expectantly broken and was in need of furniture. I have older parents living with me and they needed a place to sit.

I found a very nice leather sofa, love seat, ottoman, and two pillows which matched the ottoman, which I decided to purchase. As a result of a recent hurricane, I understand the distribution centers are being consolidated to provide support to the various stories. I was told to expect a delivery date of June 24th for the sofa and love seat. Based in the date communicated to me at the time of purchase, I got rid of my current furniture to make room for the delivery. That left me with no furniture at all in my living room. That means nothing for my aging parents to sit on besides their bed. I was told a couple of days before I was expecting the furniture that the delivery date had been pushed to July 15th. That left me with no furniture from June 21st – July 15th. At this point, there was nothing I could do about the situation. On July 15th, I received a delivery of JUST the sofa. I did not receive the love seat. The delivery guys brought in the sofa, I looked it over for damage to the leather only, but did not sit in it, signed the papers and they were on their way. Once they left, we sat on the sofa. The frame wobbled and the center leg was higher than the others causing one end to rise up while sitting on the other end. I could not believe the quality of furniture that I had just purchased and spent several thousand dollars on ($3500+) to be exact.

I called Customer Care that day and was told a new sofa would be delivered to me. I am unsure of the delivery date of the new sofa. In addition, a few weeks later, the love seat finally arrived. It arrived without frame or leg issues and it was exactly what I expected of Ashley furniture.

The ottoman took a while longer and was finally delivered in September.

At this point, I had received the new sofa, love seat, and ottoman. I had not received the additional pillows I ordered. I bought two pillows on June 7th to match my ottoman. The pillows never arrived with any of the deliveries. After calling Customer Care, I was told they would be shipped to me separately. After waiting and waiting and no pillows, I called Customer Care again. There are too many times that I called Customer Care to document in this letter. I will say that many of my calls were transferred to someone else who could help but was later disconnected or someone would tell me that they cannot understand what happened and they would need to research and get back to me. Then there was one time where the lady said she would need to send a ‘ticket’ back to the store where I bought them for my salesman to do something with it before they could be ordered. This led me nowhere and no pillows that I had paid $50 each for on June 7th.

After months of frustration, I went back to Ashley Furniture on October 4, 2014 to speak with the store manager, [redacted]. This is almost 4 months since I had originally made my purchase. I explained the situation to [redacted] that day and was assured that he would take care of this and I would have my pillows in 10 days.

I am currently writing this letter on October 28, 2014 and I have not received my pillows. I called the store today where [redacted] was unable to speak with me. He had someone call me back and tell me that the pillow order was placed 1 week ago (3 weeks after I went into the store to talk to [redacted] when he assured me I would receive them in 10 days). The lady told me the assistant manager, Cynthia, placed the order and they should be in within a couple of weeks. I asked that [redacted] call me and I have yet to hear back from him.

I am very disappointed extreme frustration I have with Ashley Furniture in [redacted] and the management at that location. The lack of customer service and care about my situation has been very disappointing. I am a long time customer and have bought many pieces from Ashley. My experience has been very disappointing and I am hoping someone will finally care about this and do something to help me. I trust that this will be resolved.Desired Settlement: I wish to receive the pillows that I have been waiting for months on. I also wish to receive a credit to my credit card for at a minimum of $750 for the failed attempts to resolve the problem with this order.

Business

Response:

Hello,

We bought over $3000 worth of furniture at Ashley's in Arden, NC. I had a problem with my mattress, where it literally sank in on one side of the bed. It happen twice!!! We called and they told us that it happen because we WERE SITTING ON THE EDGE OF THE BED AND HAD A GAMING SYSTEM THAT WE WERE PLAYING TO CAUSE THE MATTRESS TO DO THAT!!!!!! I WAS FURIOUS WITH THEM WHEN THEY SAID THAT, but I kept my cool and they did the right thing and replaced the mattress, well I had to get another mattress because after TWICE OF THE MATTRESS DOING IT AND US ONLY HAVING IT FOR 2 months I DID NOT WANT THE SAME ONE!! THEN, THEY DIDNT WANT TO REPLACE THE BOX SPRING THAT I HAD ORDERED WITH THE MATTRESS THAT SUNK IN ON ONE SIDE!!!! I HAD TO LITTERALLY GET RUDE WITH THESE PEOPLE AND THEY FINALLY DONE IT! THATS NOT ALL THOUGH, MY DRESSER STARTED SAGGING IN THE MIDDLE AND NONE OF THE DRAWERS WILL SHUT ALL THE WAY!!!!! Keep in mind , I haven't even had this furniture not even a year yet, which they are the ones who offer the limited warranty on which the sagging of the dresser in the middle is covered by!!! BUT THEY WANT TO SEND ME OUT A TOP TO SEE IF THAT WILL FIX IT AND THEY WILL NOT SEND OUT A TECH UNTIL THE TOP OF THE DRESSER ARRIVES AT MY HOME!!!! WHICH THEY NEED TO SEND OUT A TECH FOR THE TECH TO TELL THEM THE DRESSER IS NOT FIXABLE BY THE TOP AND I HAVE TOLD THEM THAT!!! THELADY I HAVE BEEN DEALING WITH WILL NOT SEND OUT THE TECH UNTIL THE TOP GETS HERE AND I HAVE CALLED 3 TIMES TO FIND OUT IF THEY HAVE EVEN SHIPPED IT YET AND THEY SAY NO!!! BUT STILL WONT SEND OUT A TECH TO LOOK AT IT!!!! SHE HAS NO CUSTOMER SERVICE WHAT SO EVER!!! WHEN I WAS TRYING TO TELL HER THAT MY DRESSER WILL NEED TO BE REPLACED REGARDLESS IF THE WARRANTY IS OUT OF DATE OR NOT BECAUSE I HAD BEEN TRYING TO GET MY DRESSER FIXED FOR MONTHS NEFORE THE WARRANTY RAN OUT, SHE INTTERUPTED ME SIX TIMES!!!!!!! I TOLD HER THAT I NEEDED HER TO STOP INTERRUPTING ME BECAUSE I WAS RECORDING THE CONVERSATION AND NEEDED MY VOICE RECORDER TO GET EVERYTHING CLEARLY THAT WE WERE SAYING!!! AFTER THE 7TH TIME OF ME ASKING HER TO NOT INTTERUPTED ME WHILE I WAS TALKING SHE FINALLY HUSHED AND LET ME GET IT OUT!!!!! THE RUMORS ARE TRUE ABOUT THIS PLACE AND SOMETHING NEEDS TO BE DONE ABOUT THEM!!!! THIS IS RIDICOLOUS AFTER MANY COMPLAINTS BUT YET THEY ARE STILL GETTING BY WITH DOING BAD CUSTOMER SERVICE, SELLING CRAPPY FURNITURE AND NOT WARRANTING THERE ITEMS LIKE THEIR OWN POLICY SAYS!!!! DO NOT BUY FROM ANY ASHLEYS FURNITURE STORE!!!!!! THEY WILL DO THE SAME THING TO YOU ASSOON AS THEY GET THERE MOMEY!!!!! AND I WILL MAKE SURE NONE OF MY FRIENDS OR FAMILY OR ANYONE WHO I KNOW KNOWS ABOUT THESE EXPERIENCES AND ENCOURAGE THEM TO NOT TO BUY FROM THIS PLACE!!!!!

Review: My husband and I purchased a living room set and bought a warranty for it considering accidents happen and normal wear and tear happen over years so thought it would be beneficial to purchase it. The chaise lounge back is bent because it is only a piece of plywood that they use for furniture. There are water stains all over all three pieces of furniture we have which is covered. We have called several times and talked to at least 3 managers/supervisors and they said that we can't use our warranty. I don't understand why we can't use our warranty for issues that fall under the warranty. We really need Ashley furniture to comply with the warranty that we paid for and fix and/or replace our furniture. We don't need any gift cards to purchase any furniture from Ashley just for them to go through with our warranty agreement.Desired Settlement: Ashley furniture has a responsibility to comply with an warranty agreement that we were told we could do if anything happened to our furniture. We are not asking for money just for them to replace our furniture that is destroyed by normal wear and tear.

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] purchased furniture from an Ashley Furniture

HomeStore in Columbia, SC. Ashley Furniture HomeStores and authorized dealers

are independently owned and operated. All decisions are made by the store that

sold the product in question. 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.I took the liberty of forwarding the information provided by

the Revdex.com to the corporate office for the Columbia 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 Columbia HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley Furniture Industries, Inc.Consumer Affairs RepresentativeTell us why here...

Review: My husband and I decided to purchase a sofa with Ashley Furniture and we were told 4 weeks. Since we are currently expecting our first baby in November we decided to go ahead and purchase the sofa. We loved Ethan Allen but their wait time was 8 weeks and we did not want to run the risk of the baby arriving and having no sofa in the house. Well, here we are almost 8 weeks later and STILL no sofa from Ashley Furniture! We have contacted the sales rep, the assistant manager, the manager and even the corporate office and no one seems to give us a clear answer or even make things right! No one there cares about customer satisfaction it seems. Almost 900 dollars and 8 weeks later, we still have no sofa, no answers and no satisfaction. When I contacted corporate they told me to contact the store! Obviously we have been doing that for weeks and no help has been given. DO NOT BUY FROM HERE. It would be better to spend a little more and get great customer service. We are now contemplating fighting the charge with our credit card company but it will not remove all the aggravation we have encountered thus far.Desired Settlement: To be contacted by company and issue resolved to our liking.

Business

Response:

Hello,Thank you for contacting

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

regarding Ms. [redacted]’ 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 [redacted]

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.[redacted]

Review: I made a purchase of more than $2700 worth of Ashley brand furniture through Mobley Furniture Company in [redacted]. The sofa and love seat started to gradually peel a few months ago, and have now become eyesores. I've contacted the local dealer (Mobley) and Consumer Affairs at Ashely with almost no progress. I am meticulous about the upkeep of my home and furnishing, and I am certain that these defective items were not caused by the customer.Desired Settlement: I would prefer a complete refund, but would accept brand new replacements.

Business

Response:

Hello,

Review: We purchased a bedroom set in June 2015, and it was delivered on Saturday 6/27/15. I did look over each piece for damage, but missed a broken bottom drawer on one of our nightstands.

I called the local store and was referred to Customer Service (###-###-####), which I called on Monday 6/29/15 and spoke to a rep. Ten calls later, and nearly 2 months have passed, and the issue still has not been resolved. We don’t have a fixed, or better yet- replaced item.

When the technician came to my house on 7/18/15, he initially couldn’t get the drawer out, only after taking a screw driver to it and prying it out- and wood shards flew across the room-did it come out. This was because, not only was the drawer broken, but apparently the rail was screwed in incorrectly, and was preventing the drawer from coming out. Therefore, another replacement drawer INCLUDING the RAILS had to be ordered. Whenever my replacement drawer does arrive, I’m not sure it will install as it should. I have told this to Ashley c/s reps, and all they can say is that I need to "wait, and let the process have a chance to work" for the 2nd replacement drawer that was ordered on 7/23/15.

I initially spoke to them on Mon 6/29, and then on 7/7, 7/23, 8/3, 8/4, 8/6, 8/6/local, 8/12, 8/24, 8/24/localDesired Settlement: I would like a new nightstand delivered, and the broken one taken away. Within a reasonable turn around time, considering it's been nearly two months since this began.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the Renostore, along with a request for them to investigate this matter further andcontact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the Reno HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the Renostore, along with a request for them to investigate this matter further andcontact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the Reno HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs 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. *In addition: I received a call today from [redacted], an Ashley [redacted] in [redacted], who not only aplogized, and stated understanding, and agreement that this should never have happened (taking so long). He has arranged for a new nightstand to be delivered to our house on 9/1/2015, and the broken one to be picked up as well. And said he would call me next week to make sure all was done to my satisfaction. I feel bad that it took me contacting the Revdex.com to resolve this issue, but I am so thankful for your assistance in getting this resolved!

Regards,

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. *In addition: I received a call today from [redacted], an Ashley [redacted] in [redacted], who not only aplogized, and stated understanding, and agreement that this should never have happened (taking so long). He has arranged for a new nightstand to be delivered to our house on 9/1/2015, and the broken one to be picked up as well. And said he would call me next week to make sure all was done to my satisfaction. I feel bad that it took me contacting the Revdex.com to resolve this issue, but I am so thankful for your assistance in getting this resolved!

Regards,

Review: This is my last resort

This is on the store [redacted]

I bought a living room set from this store about 2 years ago I also bought the 3 year warranty Im having issues with my love sit has a broken arm the couch has a lean to it and the coffee table is broken from the bottom

I think to myself no big deal I have the warranty on my stuff so I call the store and they give me the warranty companies number I Call them and they have no file on me so they tell me to call the store and that is where all the fun begins

I get the run around several times I ask to speak to the general manager of the store thinking he will help me cause his mangers sure couldn't well he has more days off than anybody I know you never get ahold of him they say he's not there which seems to be the case everyday

there rude over the phone and never come through to getting me my paperwork to show that I have the warranty

I need the paperwork to get the warranty company to come fix my stuff

but nobody there will help me with this

and why is there and option of 2 when you call its for the service desk nobody every answers that line

I would like someone to call meDesired Settlement: at this point it has been going on for a year and im sick of dealing with this store

I would like my love seat replaced along with my coffee table and I would like my couch fixed like it was scheduled to be on my time schedule not theres

Business

Response:

Hello,

Review: OVER 50 MENTAL HEATHDesired Settlement: I WANT TO BE COMPENSATEDFOR WAITING FOR 2MTHS TO HAVE THE BED I PURCHASE THAT I HAVE NOT RECEVED .. BEING SPOKEN TO ASK F WAS A LITTLE A GIRL BUYING CANDY.. I HAVE WAITED 2 MTHS FOR A HEAD BOAD TO BBE DELIVIRED.. CORRECTLY IT NEVER FITS THE SIZE MATTRESS AND I HAVE MADE 2 PAYMENTS .. I AM ** YRS OLD AND SHOULD NOT BE SLEEPING ON A FLOOR... [redacted] THE SALES PERSON THINKS ITS OK..TO DO SOO.... IM JUST REALLY ASKING TO HAVE THE MERCHANDSE I PURSHASED DELIVERED CORRELTLY AND A FOR MY TROUBLES A DISCOUN WOULD BE NICE.. THANKS NOT TO MENTION THE MATTRESS IS NOT THE SAME MATTERESS THEY ADVERTIZE TO SELL ME

Business

Response:

Hello,

Review: I purchased a 13 piece dinning room set on 11/28. On the 1st delivery I was set a used dinning room set including a table missing 2 legs. I have since received 4 other delvers and the product quality is all the same, poor and unacceptable. They continue to send used or poor finished furniture with major stain color variances and scratches on it. I am also receiving horrible customer service from Ashley's customer service phone number. I physically went to the St. Louis call center to speak with the customer service manager due to no calls back from the site. I understand that call center is now closed and have been dealing with the Memphis site. I have called into that toll free number 17 times now and also visited the stored I purchased the furniture from and my problem has not been resolved. I am tired of receiving damaged merchandise from Ashley and requested my 13 pieces of furniture be picked up and I receive a full refund. Return has not entered yet on Ashley's side and am being told no refunds, only store credit. I gave Ashley 4 chances to deliver quality furniture and they have failed. The product you see at the showrooms is not the quality you are sent; I consider this fraud. I will never return to one of Ashley's stores therefore a store credit will not be acceptable. I have asked to speak with someone higher than a customer service supervisor from Ashley's call center and have never been connected to anyone or received a call back from management. This is unacceptable.Desired Settlement: I am requesting all 13 pieces be picked up with the next 5 days and I receive a refund in the amount of $3,125.07. That includes a refund of $257 for a table pad I purchased for this set which I will not be able to use. When they pick up this furniture they can have the pad as well.

Business

Response:

Hello,

Review: In August of 2012, I purchased $800 of furniture which was financed on a monthly basis. (The order was originally for more, but several pieces were returned and picked up by the store the day after delivery). I have paid $150 for the past 16 months and each month I have requested that Ashley send me an itemized statement showing: 1) total amount financed, 2) total balance outstanding 3) Interest APR being charged 4) monthly payment due and 5) monthly payment due date. To date, I have not received any such statement. When speaking with the local store to resolve, they indicate they cannot send anything until the past due balance is paid. The problem is that without the statement, I have no idea what is due, what is past due, or what my remaining balance is. At one point, I called the store ready to pay off the entire balance and they would not accept such payment as they told me they couldn't see what my total balance was. At this point, I am skeptical about the financing agreement as Ashley is not providing monthly statements as requested (and as I suspect they are legally obligated to since this is a financing agreement). I really do want to resolve any outstanding balances, but at this point I have paid $2400 for $800 of furniture, which far exceeds any agreement I have made with Ashley or RAC Acceptance. Before I make any additional payments, I really must insist on receiving a statement showing the remaining balance and required disclosures.Desired Settlement: I would like a statement showing an explanation of charges. I would like to understand why $800 or merchandise has now surpassed $2400 paid, and is still being collected. I would liked monthly statements going forward before any more payments are made or demanded. I would also like a statement showing all charges being collected (what was bought), what was returned, and all payments that have been received since the inception of the account.

Business

Response:

Hello,

Review: I purchased my furniture from my local Ashley furniture store which is located in [redacted]. on Wednesday, 10/9/2013 and was promised to have my furniture to be delivered on Friday, October 18, 2013 which was in fact delivered but not all furniture was delivered completely on this day I was missing a chest which was suppose to be delivered to me until Wednesday, October 23, 2013. I did receive my furniture which a bedroom set which is a poster bed with headboard, footboard, queen size mattress set, two nightstands, dresser, mirror, bench and two lamps. When the drivers finished getting all the items and setting them up where I did want them all they asked me if that is where I wanted the furniture they were two drivers and neither one of them asked me to inspect any pieces of the furniture. When the gentleman did leave I noticed that one of the night stands had some scratches on it, the dresser had a scratch as well and the hinge on the right hand door of dresser was very loose almost coming off, I did call Ashley furniture customer service that same date to complain about the scratches that I had noticed on the furniture and I spoke to a lady name [redacted] and I understood that she was going to send me the pieces of furniture to have them replaced with new ones but what in reality she was telling me was that there was going to be a technician come on over on Thursday, October 24, 2013 to come and take a look at scratches. The reason I figured that out was that the technician gave me a call on Wednesday, October 23, 2013 to let me know that he was going to come take a look at them and I still thought that they would be replaced but technician came and fixed the scratches which I think should have not been even fixed but actually replaced with new pieces of furniture instead of just fixing because I had just bought this furniture. On Wednesday, October 23, 2013 I finally received the chest that was missing that comes with the bedroom set collection and I noticed that on top of the chest there is also a smudge as if it were painted over when this piece of furniture was originally manufactured and I also noticed on the bed footboard that there is a scratch. I did mention these items to the technician hoping that he would be able to resolve this p[redacted]lem and contact Ashley by explaining that these two pieces of furniture were also damaged, but he told me that it was not his job to do that, that he could take pictures of them but that I had to call Ashley Customer Service and report these two new p[redacted]lems now. I called Ashley Furniture Customer Service that same evening after the technician left and I explained what I was experiencing with my furniture I spoke to a gentleman named [redacted] no last name he did not give me his last name only his four extension number which is [redacted] and he was not helpful at all on the contrary all he told me was that he could not do anything about the furniture that was damaged that it had already been taken care of and that it had been repaired for me. I am really upset with Ashley Furniture I told him that I should have had the pieces of new furniture replaced with brand new ones that were not damaged and that the chest that I had just received should be replaced with a new one that is not smudged and the same thing with the footboard. All he bothered to tell me what that being that this furniture is manufactured in Wisconsin and that by the time it gets to the customer where I live at that they don't have any control over it and on what the drivers might do to the furniture before it is delivered to the customer. According to him he was going to get back with me on the chest to see what could be done about it and that he would be calling me back, that was Thursday, October 24, 2013 I waited for him to call me back on Friday, on Saturday, on Sunday but no word back from him. I actually called on Friday, to see if I could speak to him but they told me was out and that if he had not called me yet was because he still did not have an answer for me yet to just wait for him to call me back. Finally on Monday, October 28, 2013 I called myself again to speak to [redacted] extension#[redacted] I did speak to him but all he was able to respond back to me was that the store salesperson named [redacted] was going to give me a call right back that same instant, which it did not happen I waited and waited and no call so I took it upon myself to go ahead and call the local store and ask for [redacted]. I spoke to her and she told me that all she had in her notes was that she was suppose to call me because she was told that I wanted to buy a new chest, I told her that it was not correct what she was telling me and I explained to her what I was experiencing with the furniture I had just bought she was not aware of this herself and it sounded to me that she was upset to hear that I her customer am very unhappy with Ashley Furniture Customer Service. She just advised me to contact customer service again and try to speak to Mr. [redacted]'s manager or someone in a higher position than him, I did call back yesterday, Monday, October 28, 2013 to speak to customer service and I did speak to a new person his name is [redacted] extension #[redacted] I asked him for his last name and he told me that he could not give me that information that all he could do was give me his extension # and I told him if I could possibly speak to a [redacted] or someone in a higher position than him and he told me that they do not have any [redacted]'s in the Customer Service Department and that he could help me out with whatever I needed. Well he himself was a very rude individual, he told me that the Delivery people were suppose to have me inspect my furniture before I signed for it and that once I did sign to accept the furniture the way I received it that it meant that I had inspect it and accepted it as is. I told him that the delivery guys do not ask you to inspect anything all they ask if that is where you want your furniture and if yes please sign here that is it. [redacted] was very rude to me and I did not hear a word of help and understanding from him, I asked him what I was suppose to do about the chest and he just told me that I had to wait for the technician to come out on Friday, November 1, 2013 to see what he suggest as to whether it can be fixed or not, but I told him that why does new furniture that has just been delivered to me have to be repaired if I just bought that furniture, I told him that I bought it brand new, not floor samples, not on clearance, and he said that they will not replace anything for me I told him that I did not want repaired furniture that I am paying for new furniture not repaired but he just didn't care to help me out, I told him that he and [redacted] were both as rude to me and that they did not care about their customers and that I wanted someone in a higher position than him to speak with but he was so rude as to hanging up on me. Today, Tuesday October 29, 2013 I called to Ashley Furniture Customer Service to try to speak to a guy whose name is [redacted] and the person that answered me first was [redacted] she told me I will announce that it is you Ms. [redacted] and when she did transfer me to that person [redacted] I could hear someone breathing on the phone I said hello and they just hanged up on me, then I called back because I thought maybe the phone had accidentally hanged up and the next lady that answered me on customer service just told me let me see if he is available to talk to you. She then came back and told me that he was not available and that if I wanted to talk to her I told her no to please have [redacted] call me back and she said ok I will have him call you she has caller ID apparently because I asked her do you even know who I am I need to give you my name and number and all she said was yes its you Ms. [redacted] and I have your phone number I will give him your message. I doubt it if anyone is going to contact me is this guy [redacted] is anywhere similar to [redacted] and [redacted] or if they just don't care about their customers he won't call me back and I am here stuck with damaged brand need furniture and very unhappy because I do not know what to do now. I would much rather prefer to return the bedset and buy somewhere else maybe my other local furniture stores will treat me better and actually they do. I also bought a new dining room set for my breakfast area on the same week that I bought the bedroom set but I bought from another furniture store and the items too were damaged but they care about their customers and were able to exchange the table and two chairs that were damaged and they brought me brand new ones that same day. How sad that such a famous well known store does not care about their customers and treats them with disrespect and don't even offer to replace what the company has brought to customer as damaged goods I don't recommend anyone to ever buy furniture from Ashley furniture. All they care about is making money off there customers and they do not care in what condition they sell products to their customers, apparently Customer Service is just any other word for them they do not know what that means at all.Desired Settlement: Exchange all damaged goods that they have delivered to me which technician has already come and fixed, do not want the technician to come and fix anything anymore I want the footboard replaced with a new one, chest replaced with a new one and also would like some kind of discount for all the trouble that I have encountered with Ashley Furniture and I sure will not ever buy anymore furniture from them ever again nor will I ever recommend this store to any of my family members. I was going to purchase a new bedset for my son at Ashley Furniture too, but not anymore.

Business

Response:

Hello,

Review: My husband and I (fiance at the time) bought the candiac bed set from Ashley in [redacted]. At the time, we were living in a different city and preparing for a move to [redacted]. The only reason we decided to go ahead and get the bed set from a different Ashley was because of the great sale they were having on it at the time. We explained to them that we would get the bed delivered to my husband's grandmother in [redacted] (much closer than delivery charges to [redacted]) and then move it to [redacted] ourselves. The lady who helped us was very nice and told us this would be no problem, so they knew we were going to be moving the bed within a week or two after delivery. Not once did they explain that this voids the warranty. Not once did she tell us we didn't even HAVE a warranty on this product. In fact, she told us the exact opposite. We knew it was a very limited warranty but thought nothing of it.

Fast forward to a month later, we are now married and living in [redacted]. The bed had been used about 2 weeks before it collapsed one day when my husband SAT on it. That's all he did and all it took for one of the wooden rails to break off from the frame. After further inspection, we were shocked to find that this rail had been attached to the bed frame with nothing but staples and some glue. How in the world they thought that was a good idea is beyond me but that's beside the point. My husband and I are relatively small people, so if this could not hold us then it wasn't fit to hold anyone.

We immediately called the Ashley store, who then referred us to the customer service number. We called this number and basically got a run around, saying we should have called the store even though we explained we already did that! Finally, the girl we speak with explains that since we moved the bed set - the warranty is void! This is the exact opposite of what we were told upon buying the bed - that lady said it would not be an issue to move the bed. We didn't even put it together at the other address, just stored it for a couple weeks until we got our apartment ready! Besides that, this is NOT a warranty issue. This is a product that was defective from the start and a product that should not have ever been sold like this. However every single person we have spoke to have been nothing but rude and demeaning to us, acting as if this is our fault.

My husband has called everywhere possible and the last time he called the Ashley store in [redacted], he spoke with the manager on call [redacted]. This man was nothing short of horrible on the phone, calling my husband an it for moving the bed and voiding the warranty, denying any wrongdoing on his employees part (even though he was NOT there at the time and has no idea what we were told) and finally hanging up on my husband. This is the worst customer service I have ever seen in my life and is totally uncalled for. We just got married, are having to sleep on the floor because we have a broken bed, and Ashley have not been understanding to our issue at all. The only solution they offered us is having us PICK UP the parts for the bed and fix it ourselves. How is that a good solution? We live 3 hours or more from the store and even if we didn't, we should not have to fix this bed ourselves! It is Ashley's fault for selling us a defective product, they should come and fix it. Besides that, what if we did fix it ourselves and it happened again? Which it probably would because the bed is very poorly made. I have never been so upset with a business in my life and the way they are trying to treat us is despicable. They won't admit they are in the wrong and are trying to do everything possible to get out of helping us. It is horrible.

Please note that we tried filing a complaint with the specific Ashley store we received the product from ([redacted], **) however the store never responded to multiple attempts by the Revdex.com to contact them. We are filing a second complaint in hopes that the main Ashley headquarters can help us against this store's immoral and despicable customer service practices. The fact that they never responded to our complaint is proof of that.Desired Settlement: We would prefer a refund because honestly, we want nothing else to do with Ashley or it's products. This whole situation has left us with the worst impression of Ashley possible. We had never bought anything from Ashley before and now we never will again.

Business

Response:

Hello,

Review: Purchased Ashley sofa that is of poor quality and already sagging after 3 weeks.

Purchased an Ashley Sofa July 2013. Picked up from retail store and brought it home 7/13/13. Was not told they were not responsible once product left their store. After having the sofa for only 3 weeks, noticed the end started to sag as well as the cushions started to flatten. Rotated cushions and they still flattened. Called the store and was informed it was not their responsibility since we did not let them deliver the sofa they did not have to send anyone out to look at it. They did say they would try if they had a delivery in our area. After waiting 5 weeks with no response, called the corporate office and complained that the store was not honoring the Ashley warranty. At one point I was told that each store has their own policy regarding how they handle warranty issues but isn't the ultimate responsibility the Ashley company? The store called me the next day and said a representative from Ashley would be there the next week but I had to bring couch in myself. Took couch to store on 9/2/13 and rep. was to look at it on 9/4/13, asked that he call when he came to look at the couch. He did not call and after looking at the sofa told the store attendant, yes she needs a new cushion. The representative was supposed to contact me and I have yet to hear from him and it is 9/9/13 today. So I called corporate office back and found out he had sent in his report and that parts needed to be ordered (I am assuming cushions, since no one can tell me otherwise). The problem I have with this is, the springs tend to give at the very end of the couch. Not sure if it is a defect in manufacturing or the springs themselves but, after only 3 weeks, you should not be sitting in a hole on a NEW couch. I do agree that the cushions are flat. They also were flat after just 3 weeks. That creates another issue, if they were flat after 3 weeks and are replaced, the next set of cushions will more than likely be the same quality and do the same thing these did.

After 6 weeks (almost 2 months now) of going back and forth with this store and Ashley Furniture company, all I want is a refund of my money. To start with, I was willing to work with them and figure something out but the way the whole situation has been handled has been absurd. The warranty from Ashley does say that a technician should be sent out to inspect the product but if the customer does not agree with their decision, what then? Is the customer stuck with crappy furniture? I would think their reputation means more to them than that.I can not believe that a company as big as Ashley would treat their customers this way. There has to be a better way to deal with situations like this because it is unfair to people to purchase something and then have to fight to get something done about it when they have an issue. I asked that [redacted] of the store call me himself, he has not. After reading some of the complaints already on Revdex.com concerning some of the same issues with other Ashley customers, I thought I would give it a try versus small claims court.

Do not have a specific Ashley store as I dealt with a small store out of [redacted] and they ordered it from the manufacturer. By the way, the sofa is currently still at the retail store location. I am assuming they are getting cushions replaced according to the sales lady I spoke to today. The sofa was purchased from [redacted] in [redacted] for $538. I have been making contact with sales lady named Brenda. [redacted]'s says they have no obligation to me concerning the sofa as they are only the go between for me and Ashley concerning the warranty from Ashley. Ashley has the point of view that the store is responsible to make sure this matter is taken care of through the local representative. I am at a loss and frankly just want my money back. Thanks for your concern.

Thanks, [redacted]Desired Settlement: At this point, I just want my money back. After 6 weeks of waiting for them to try and help me with the issue, I just don't even want to deal with them anymore. I just want a refund. I know that Ashley can credit them for the sofa and they can sell it as damaged goods and still get their money from the sofa. The store or Ashley neither one will take a loss on this, I am sure. I am the one that is on the losing end of the situation because if I am forced to keep a sofa that is already having qual

Business

Response:

Hello,