Ashley Furniture Industries, Inc.

Review: On April 25, 2015 my wife and I purchased approximately $6,000 of merchadise from Ashely's Furniture located on [redacted] in [redacted]. We scheduled the deliver of these items to match our move in date for our new apartment of June 12th. However, a few days before June 12th we were informed that several of our items were on back order and we would not receive them for at least 2 weeks. At which point I visited the store and spoke with the manaer (Ethel). Our items were evenually scheduled to be delivered in the next 7-10 days. However when delivered the items were damaged and had to be sent back. They atttempted to redeliver the items two weeks later and again the items were damaged. Another week later they attempted to deliver the final items but they did not have several pieces for one of the beds we ordered and we are still waiting to receive our items now. I was alos informed by corporate that I would have to install the items mysefl.Desired Settlement: I would like to receive all of my items and have them installed as agreed upon. I would also like to be refunded some amount for my inconvenience. Ashley's agreed to reimburse us for the delivery fee but we have not received anything to date.

Business

Response:

Hello,

Review: I purchased a leather recliner that was sold as "leather" that is now chipping off like paint would chip off a wall and a leather sofa that is having the back separate from the seat so that you sink into the space between the two when you sit down. When I try to call the store ([redacted]) where I purchased the furniture (###-###-####) the number doesn't work. When I call their [redacted] number that they provide on their website at ###-###-####, I iget a fast-busy. I simply need them to honor the warranty as it is explained on their website... but they tell me in order to resolve my issue I have to contact phone numbers that don't work.Desired Settlement: They need to honor thier warranty and either repair or replace the problem with the sofa and recliner

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 [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 Massassas

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

contact Mr. Newfeldto discuss his options. If you have additional questions or concerns,

please consider contacting the Manassas HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Review: A little over three years ago I purchased an Ashley Furniture Durablend sectional couch/loveseat. About 8 months ago, I noticed little black specs all over my clothing after sitting on the couch. I inspected the loveseat and discovered that the Durablend leather was peeling off in numerous areas. I proceeded to contact Ashley Furniture through their generic claim process and received several generic emails that basically stated that the defective Durablend loveseat wasn't their problem and for me to contact the store I purchased from. After several back and forth emails explaining that Ashley Furniture produced the couch and not the dealer, I contacted the dealer and explained the situation.

The dealer explained that the company always puts problems back on the dealer for some reason. He said that he would contact the company rep. to see if anything could be done. I contacted the dealer again a month later and was told that the couch model was out of production and I couldn't get another one if allowed to. He said that he would try to get the material to have his local upholstery shop redo the peeling recliner. I contacted the dealer several times but he hasn't been able to get the material for me. Now, I have a $2,000 eyesore in my living room that no one will do anything about.

After some research, I have discovered that numerous complaints and issues have been made with these Ashley Furniture Durablend couches.Desired Settlement: I want the $2000 "eyesore" in my living room replaced or my money refunded for this defective junk that Ashley Furniture sales to unknowing customers.

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 authorized Ashley dealer, [redacted], in [redacted]. 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 [redacted] area. The Marketing Specialist will assist store

management with this claim and will instruct them to contact Mr. [redacted] to discuss his options.If you have

additional questions or concerns, please do not hesitate to call me. My

telephone number is ###-###-####, ext. [redacted].Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs RepresentativeTell us why here...

Business

Response:

Depending on the amount of attachments being sent, it may have not gone through. The email may need to be broke down into several emails if attachments are being sent. The email address is correct. [redacted]a secondary address is [redacted] Sincerely, [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

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. I sent seven pictures of the Durablend Love seat along with the requested serial number and model number. As of today, I haven't been contacted by the dealer or a rep. to discuss this matter. I am awaiting contact to discuss the problem in detail.

Regards,

Review: I ordered furniture from [redacted] online. A delivery was scheduled for 2/5/2016, and confirmed again by phone 2/4/2016. On the date of delivery, I missed a phone call from an unknown number (presumably [redacted]) by a few minutes. I tried to call back that number and another number on the [redacted] confirmation email, without success. I left a voicemail detailing the situation. I never heard back. I emailed the Customer Care Email ([redacted].com) at 2/5/16 5:46 PM with the following:

"Please see below that a delivery was scheduled for today for the sofa I purchased. The delivery was confirmed to me by phone yesterday within a window of 7-11 AM. I missed a call by a few minutes this morning, that left no voicemail. I called back that number and also the number in the email from [redacted] included below. I was unable to speak with anyone and waited 30+ minutes on hold. I eventually left a voicemail and have still not heard back in any capacity. This is completely unacceptable. I took the day off work for this delivery and am now very dissatisfied. I am curious to see how [redacted] is going to repair this situation for a returning customer."

Once again, I did not hear back.

The first time I received any communication was on 2/11/16 from [redacted] at the [redacted] store, who left me a voicemail saying I need to go in person to the nearest [redacted] store and pay a re-delivery fee of $[redacted]. I called her back and explained the situation, and she was unwilling to schedule a re-delivery without the charge, refund my money, or let me talk to a manager.

Right after my conversation with her, I called the [redacted] Customer Care Line again and finally reached someone. He promised that he would speak to his supervisor and get back to me via phone and by email. I did not receive any call, voicemail, or email from anyone, and I have not heard from [redacted] since.Desired Settlement: Delivery of order with my refunded original delivery charge ($[redacted]), and no additional $[redacted] charge.

Business

Response:

Hello, Thank you for contacting [redacted] 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 the [redacted] website, www.[redacted].com. All decisions are made by their customer care department. I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, 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 Customer Care department at ###-###-####. Sincerely, [redacted] Consumer Affairs Representative Tell us why here...

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: 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: 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: 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: 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: 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,

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: 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: 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: 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: 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: 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...

The customer service we received from this company has been beyond horrible! We were lied to multiple times about our furniture being delivered. We spoke with two corporate managers who were far from accommodating and only told us what we wanted to hear even though they knew they couldn't follow through. They would always say they would "call us back" and never did. We have yet to receive our complete order that was paid for weeks ago.

Review: I brought an Ashley sofa and loveseat and 2 years later the cushions are worn so thin that I am sitting on pieces of wood. I wrote them and this is their answer to me and my answer back to them.

Thank you for contacting Ashley Furniture Industries, Inc. in Arcadia, WI, and they replied, I am sorry to hear that you are experiencing problems with your Ashley furniture. Our warranty on cushioning is effective for one-year from the date of purchase. Unfortunately, you are past the warranty period for this item. If you would like assistance in getting this item repaired you may wish to contact another Ashley dealer in your area or local upholstery or furniture repair service. Since you are past the warranty, you would be responsible for the cost of any repairs or replacement parts. Dealers determine their own charges.

My complaint is that $2800 is 2 months work for me and many other people just to have a sofa that you have to replace the cushions every 1-2 years. I weigh 145 pounds, and the only one who really sits on the couch for extended periods of time. I think the truth is that Ashley Furniture gives you a one year warranty completely knowing the cushions will not last more than a year or 2 at the most, and knowing that they will make more money replacing the cushions or the products at Ashley. The truth is there are thousands of the same complaints on the web and several on your website. I think if they are honorable, they would fix the cushions on both the feet rests and the seats. I am not asking for a new couch, just for them to fix it.

[redacted]Desired Settlement: For Ashley Furniture to fix the cushions on my couch. That is all, no more, no less. I want them to make sure the quality of this couch is worth the money I paid for it. Thank you.

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.

After reviewing Ms. [redacted]’s concerns, her warranty expired in January 2012. Our manufacturer’s warranty on fabric and cushioning is effective for one year from the date of purchase. If Ms. [redacted] would like assistance in getting this item repaired she may want to consider contacting a local upholstery or furniture repair service to assist with the repairs. Any charges incurred will be Ms. [redacted]’s responsibility.

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business

Response:

Hello,

We are sorry to hear Ms. [redacted] has chose to not accept our response. Ms. [redacted] unfortunately does not allow Ashley Furniture Industries, Inc. ample time to look further into her claim before she files a rejection to our message.

We request that the Revdex.com close this claim as we are in the process of getting a response from our Quality department to see if there are any cushion cores that may possibly work for Ms. [redacted]'s sofa. If there are not cushions that will be comparable to what she has, we will not be able to fulfill our offer. Ms. [redacted] also needs to realize that Ashley offers a one year warranty for cushioning and her warranty technically expired in January 2012.

Sincerely,

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

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.

Below is a copy of the resolution. I appreciate greatly your help and the expedient and excellent customer service [redacted] has given me on behalf of Ashley Furniture.

[redacted],

I sincerely apologize

for the delay in responding, however I was in the process of hearing from our

Quality department to see if we had any cushions available. We placed order

number [redacted] for new cushions cores, this order should ship within 14-21

business days. Since you are past the one year warranty period, we are unable to

authorize a technician to install this for you.

Thank

you!

Review: My boyfriend went here to buy a dresser for our son who wasn't born yet. We needed one for his room. He found a nice dresser AS IS which the employees claimed it meant there were some scratches. It was 300 dollars which we thought was a great deal for a nice dresser with a few scratches. We brought it home and the whole inside of it crumbled. It looked as if the wood was held together by tape. It was completely destroyed and unable to be used. We were very upset so he called the store and they for some reason could not get him on the phone with a manager. He emailed several different times and no one wrote him back. Then he went to the store and dropped the dresser back off because it was junk. Still no employee could help him with refunding the money. I go back in a couple days later and this dresser is back up for sale!!!! Taped back together on the inside. My boyfriend disputed the charge since he no longer had the dresser. His credit card company got the money back and then ashleys won the dispute due to the sale being as is. We disputed it 3 more times and they won so he gave up. Its ridiculous that AS IS means unable to be used. How can they sell something like that? So now we are out 300 dollars and no dresser.Desired Settlement: We wanted our money back for the dresser considering they still have it. We lost 300 dollars for nothing. And never got in touch with anyone about this. It was the worst customer service ever.

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.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 Ms. [redacted]’ claim.If Ms. [redacted] or

the Revdex.com would like to 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 she 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.Thank you.[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Business

Response:

Hello, I have sent Ms. [redacted]' concerns to the appropriate parties for further review. We have requested that someone from the store contact her as all refunds would need to come from the store she purchased from. [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

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: In January, 2011, I purchased a faux leather couch and recliner from Ashley Furniture. After a little more than 2 1/2 years, the upholstery is peeling. I understand that the warranty says that it doesn't cover peeling, but this is ridiculous. We're rarely home. We barely use the furniture. It is not a wear-and-tear issue or an issue of misuse. This is a defective product that should be recalled. I also understand that I get what I pay for, but it's not even a matter of "holding up," it's a matter of sitting there and looking good - these products can't even do that right. For $1200, it should not peel.Desired Settlement: That Ashley Furniture manufacturers address this problem, which is nationwide, and has affected many, many households.

Business

Response:

Hello,