Ashley Furniture Industries, Inc.

Review: I purchased a sectional couch from Ashley Furniture on 11/9/14. The couch has not held up well. Within a years time the couch sags to the point of when you sit in it you are uncomfortable as well as it is difficult to get up from. All of the seat cushions have lost their fullness and are flat. There are several tears under the cushions on the couch itself. When this was all brought to Ashley Furniture warranty company with pictures as well as the description their warranty department denied our claim and said they would not repair or replace the couch. They were contacted on 11/8/15. Since when does furniture fail within a year of purchase. In no way has this furniture been abused. My wife and I are truly disgusted and feel ripped off. We paid extra for a warranty that we thought would cover most issues. Any help with this matter would be deeply appreciated.Desired Settlement: Replace sectional couch.

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 New

Rochelle 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 New Rochelle HomeStore Customer Care department

at ###-###-####.Sincerely,

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,

Review: Twice this year Ashley Furniture has charged my Ashley furniture credit card issued by [redacted] for purchases I did not make nor did I authorize. It took my over three weeks the first time to get it corrected and I have yet to receive any help this time around. The card statement shows that a purchase was made in [redacted]. I have called the store and the headquarters in [redacted] numerous time. Desiree in customer service in Lubbock took my call and did nothing to follow up with it. Johnny in accounting is whom is suppose to credit my account never has taken a single call or returned a call. This transaction is fraudulent. I have closed out my account with [redacted] and will pursue legal action against them.Desired Settlement: To have my account credited and have the person whom is charging my card prosecuted.

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 [redacted]store, 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 [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.[redacted]

Review: I thought that I was making a good decision when I took part of my retirement to purchase good furniture. I spent over eleven thousand dollars on a living room, dining room, head and footboard, dresser and mirror, and nightstands. It may not seem like alot, however, it is a lot to me. I also paid for the insurance, where, if you have wear and tear, or a problem with the purchased items, contact them, they will send someone out to fix the product, if it's not fixable, l will receive a replacement. The legs on the dinning room table are cracked, the arms on both chairs fell off. The finish on the product rubs off, the legs on the coffee table is craked, the legs on the end tables are shaky. I will be sixty years old next year, I thought that Ashley Furniture would be good furniture. When I attempted to contact the Company that holds the insurance for Ashley Furniture, I was told that I would need to have a receipt, I wa told by Ashley Furniture sales Associate that they do not keep the receipt information in the system after a year, that left me with furniture that is literally falling apart. My paperwork was damaged due to water damage. I have contacted the store, haven't been helped, this is going on three years. During this time, I was not able to contact anyone that will help.Desired Settlement: I would like to have this furniture fixed or replaced. That's what I was told by the store representative. Do Ashley Furniture stand by their products.

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 wantto ensure the proper steps are followed so a resolution can be reached in atimely manner. Each authorized Ashley dealer and HomeStore is independentlyowned 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]’s claim. If Ms. [redacted] or the Revdex.com would like to reply to thisemail ([email protected])with additional information, I would be happy to forward a request for serviceto the owners and/or managers of the store from whom she purchased. Pleaseprovide me with the name and location of the store where the furniture waspurchased and the model and serial numbers of the items in question. Thank you. [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.]

Here are the requested information :Ashley furniture [redacted]Northshore collection 2 Arm Chairs - Item# [redacted]Coffee Table. [redacted]Dining room table. [redacted]Thanks for your assistance. [redacted]

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,

Business

Response:

Thank you for providing the necessary information. Everything has been forwarded to the head of Customer Care for the [redacted] HomeStore for further review. You may want to consider contacting their Customer Caredepartment at ###-###-####.Sincerely, [redacted]Ashley Furniture Industries, Inc.

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 recently purchased a Stearns&Foster bed and spent over $1,900.00. I purchased the bed from Ashley Furniture in N. [redacted]. After trying the bed at home, I am not happy with how it sleeps. I want to return the bed to Ashley Furniture but was told that they won't let me return the bed and get a refund, the best they will do is let me swap it out for another mattress from them. I am so frustrated with all of the different people I have had to speak with at Ashley Furniture to try and return this mattress and get my money back. I have tried calling what appeared to be their corporate headquarters in Wisconsin to see if they could step in and help, but was told that they couldn't do anything and that all Ashley Furniture stores are owned and operated independently and any return would all be handled at the local store where I purchased the bed from. I now have a call in to another "corporate office" in [redacted] to speak with a manager there. I would NEVER, EVER buy anything from Ashley Furniture again nor ever recommend them to anyone!!! They have absolutely HORRIBLE customer service and do NOT take care of their customers.Desired Settlement: I feel that Ashley Furniture should honor when a consumer isn't happy with a product purchased through their store and allow me to return the item for a full refund.

Business

Response:

Hello,

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: My living room furniture was ordered 05/02/15, 4 items a couch, love seat, chair and ottoman. Delivery was 05/26/15, but 50% of the items were damaged and had to be returned. Based on today's update, customer service states the re-order cannot be expedited in no way and re-delivery will be no earlier than 06/22/15. The delivery process requires all furniture must be removed from the location, prior to delivery. I have a chair and love seat only.

26 + 20 days is unacceptable, I have requested the order be expedited but advised not possible.Desired Settlement: Expedited delivery of the 2 remaining item. Ottoman and couch. on or before 06/05/15.

Business

Response:

Hello,

Review: In January of 2009 my wife and I bought a couch and loveseat from the Ashley Furniture store in Fort [redacted]. The products as they say on the sticker underneath were manufactured by Ashley Furniture Industries in Arcadia, Wisconsin. About two years ago, the faux leather material on both pieces began to bubble and flake off. It started in one small area, and gradually spread to many areas on both pieces of furniture. In the past two years, I have contacted the five year warranty company, Guardsman, who basically told me that type of damage is not covered. However if I had stabbed a hole in my couch they would have fixed that. I have contacted the Ashley Furniture corporate office and the local store with no success. No one will help us replace these two pieces of furniture even though its clear the damage has nothing to do with us and rather only the product itself. We had a furniture repairman out to look at our kitchen table recently (purchased at a different store) he told us he used to work for Ashley Furniture and it's clear to him that the refurbished material was incorrectly installed on the two pieces of furniture. He said when that happens it bubbles and flakes and needs to be replaced. Furniture should not deteriorate like this in less than five years. Especially not furniture that costs almost a thousand dollars. Ashley Furniture has been so unwilling to help its hard to fathom. From the corporate level down to the local store, company officials pass the blame, and even had the nerve to suggest it was our fault. I have two expensive pieces of furniture that are now ruined, flaking all over the house, and we have to constantly keep my one-year-old daughter from putting the pieces in her mouth. Someone needs to step up and correct this problem for us.Desired Settlement: At the very least I believe Ashley Furniture needs to replace our two pieces of furniture. Clearly they are defective, and it has nothing to do with us. Furniture companies, and companies in general for that matter, should stand by their products, not pass the buck. That's what we are looking for in this situation.

Business

Response:

Hello,

Review: First the store that I am having a problem with was not listed it is the store in [redacted].

When I purchased the bed set I was having it delivered, the company called to confirm delivery on Monday afternoon, at 4pm I called to see where the delivery was at they said they were running late and would be there in the evening. By 9pm I had received no phone call, or delivery. I called the company the next morning to find that the truck had broken down and it would be another week before they would be coming back to [redacted] on delivery. I found this totally unacceptable and rude. I then spoke with the general manager [redacted], who promised me that I would get it on Thursday, as a first delivery. Well Thursday around 3 I finally received my delivery, so much for first stop. I had to take off work for this delivery. The delivery guys were very nice. That night I felt like I was leaning in my bed and then snap, the bed buckles in the middle. I look under my bed and all the supports had broken in the center of a king size bed. I called [redacted] again Friday morning and he sent someone out to "fix" the problem. Once the repair person arrived (again having to leave work) he noticed that not only did the support legs under break and slates, but also the rails. When the supports broke it also put a hole in my wall, which has to be patched and repainted. He fixed it so it would work until the parts came in. I didn't know that he was shipping parts to my house and came home a week or so later to find a huge pile of boxes in my driveway. It would have been nice to know that those were coming to my home, so I could have had a place to put them. The parts sat in my garage for two weeks before they could send someone out to fix it. Well when the guy got here to fix it again low and behold they sent out busted parts so now we are back at square one. I have a $2000 broken bed and a hole in my wall. I have left messages for [redacted] to call me over and over, which he says he never gets, I had to give a fake name the last time just to get him on the phone. Now that they have made the delivery and got their money they want nothing to do with my situation, or myself. They are all rude and unwilling to help, its very apparent they don't give a poo about customer service after the sale.Desired Settlement: Your service and attitude toward your customers is unacceptably appalling. I have had to take at this, point 4 days from work, and will be 5 once you come to fix my bed again to accommodate your business. The first time I spoke with [redacted] he said he would give me a credit on my wells fargo account, but after I received the first bill I called since it was not on there, and he got an attitude and told me that these things take time and to just wait, it will eventually show up. Really! I have done enough waiting on you people. At this point they can come get their broken furniture I do not want it, all I want is my money back and to be rid of them forever. I do not want any store credit I will NEVER shop Ashley furniture again. I want a full refund.

Business

Response:

Hello,

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: I am currently being double billed for my furniture. The original account was set up on 11/10/13 with **. On 11/17/13 the account was suppose to be cancelled and an account was suppose to be set up with [redacted]. ** didn't offer enough to cover what I wanted to add to the account but [redacted] did. I only wanted to have one account. We were there over three hours for them to **t the paperwork done, but they messed up the paperwork. I still am unsure if I am paying the correct amount to [redacted] and I am still being billed by **. It has already posted to my credit that I am delinquent paying ** and I never owed them any money. Ashley failed to cancel the account. I have contacted the south regional mana**r four times (two calls and two emails) and I have seen NO results! I am **tting phone calls every day from ** demanding payment because they will not return the money that they owe them! Not me.Desired Settlement: I want them to pay off the ** account that I didnt owe and have the negative info removed from my credit.

Business

Response:

Hello,

Review: We purchased an Ashley recliner in October of 2013 at a going out of business sale in [redacted]. We were led to believe that Ashley would stand behind it's product even though the dealer would be retired. In February of 2014 the left arm started to make a popping noise and lose it's shape. We feel the inside form has failed. We contacted the former owner and he told us to contact a current dealer for advice and a current dealer recommended to contact the company itself. The reply I got from Ashley Industries was that they would do nothing since it was purchased at a going out of business sale. I talked to the retired dealer and he finds this hard to believe that they would not help us.Desired Settlement: That Ashley Industries pay us to get the recliner repaired at a local upholster shop or get us a new chair.

Business

Response:

Hello,

Review: On 11.16.14 we purchased a bed, box springs, and mattress from Ashley in [redacted]. When delivered the box springs were wrong.

The box springs should never had been sold to us, due to the type of the bed. It needed a bunky board or very slim box springs. I was told I could not get it before Thanksgiving even though this was their mistake. After dealing with a very rude [redacted] who seemed to take everything personal we finally dealt with [redacted], the [redacted] was very helpful, still didn't get the bed corrected until the day after Thanksgiving (which was better than the time quoted by the unhelpful and unsympathetic [redacted]). I was told I would get a credit for the difference between the two boxsprings. I was also told I would get a credit of $300 for all the trouble. It is now Jan 8, 2014 and I still don't have the credits. I called the store today, was given the same [redacted] and told that I would not get both credits but only $300. The difference in box springs is around $54. Naturally, I expected both, she in her usual rude manner simply said no. I will also have to go in to get my credit because evidently they are the only retail organization in the Country that is unable to type in the credit card number for a credit. This was not told to me until today either. They want to verify my ID - ha! They know it's me because this girl could remember every conversation she had with me and my husband. I can give her a card with the same last 4 digits, but no not enough - we must go in, in-person with said credit card and said ID - and I had to call in over a month later to find this out. Poor client service on all accounts and poor communication. (Also, the day we purchased the bed it took 3 hours just to get the sale processed - ridiculous.)Desired Settlement: I would like the total promised credit of the difference between my box spring and bunky board. PLUS the $300 that I was told I would receive. I would love to not have to go into the store to get it due to how rude the [redacted] is.

Business

Response:

Hello,

Review: Purchased the icomfort savant from Ashely in [redacted] location. The Revdex.com shows this as a closed location and it's not. I had it for two days and went to the store and complained it was too hard. They told me to walk on it. I have either called or been to the store four times in the last three weeks with no resolve. When I purchased the bed I was told that serta gave 120 days guarantee. Now I am told they don't. I paid $4,000 for a bed I can't sleep on. It is hard as a brick. I need this resolved.Desired Settlement: At this point I want a refund. The store staff has been rude and unhelpful during the whole thing. I would never want to go in there again.

Business

Response:

Hello,

Review: I purchased furniture on last week & setup a delivery date of 4/8th , I called costumer service on the 7th to confirm my delivery date & was told it wasn't any delivery dates on the calender available for an entire month & she needed to contact the store. After waiting for like 15mins & going back & forth with the store I told the rep to just set it up for Monday 4/11th, they made me wait again & finally confirmed a 4pm-8pm time frame for delivery. I received a call confirming delivery for 4-8pm on 4/11th. I took off early from work to be home to receive my furniture. I was told the delivery person would call me 30min prior to delivery 8pm didn't receive a call . In concern I contacted costumer service & they stated the furniture was not ready so they didn't delivery it what kind of crap is that??? I was getting no where with that rep so I called the store which was closed the automative system sent me back to costumer service I explained my issue & the lady transferred me to a delivery manager all he stated was no delivery truck are available & in his system it was to be delivered. This does not solve my issue then states he can deliver it tomorrow well I'm not available tomorrow. I took off work waited 5hrs for nothing. Never received a call & no real explanation for why my freaking furniture is not at my home right now. I paid for it to be delivered a specific date. I purchased a mattress from gallery furniture & it was delivery when I requested for it to be delivered this is ridiculous & hands down terrible costumer service. I had to leave my job for nothing & waited for 5 hrs to not receive one call that there was a problem .....Desired Settlement: I want my money back or something since I'm not that important to communicate to & my furniture can't seem to be delivered to my home when I need it too be .

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Mr. [redacted]’s claim. If Mr. [redacted] could reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom he purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question. In the subject line we request his full name and Claim No 17691. Thank you. [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Review: My husband visited the store on 1/16/16 and purchased a bedroom set for my son. We were not going to be home the following weekend and we both work during the week, so we scheduled delivery for 1/30/16. The delivery guys showed up, got half way through assembling the bed and discovered one of the draw banks for the frame of the bed was damaged. We declined that piece of furniture. As the process continued and they had to leave the bed unfinished, they brought in the dresser. I was in the bedroom inspecting the pieces of furniture that they were leaving as the tech was on his way out the door, I asked them to come back. I noticed that one of the drawers on the dresser wasn't lining up and I had them look at it. The piece of wood that was under the drawer for support was also damaged. I was surprised that this was not noticed upon assembly or when they placed it in the room. So, I declined that piece as well. Customer service contacted me right away about the damaged pieces and said they would get in on order and we would be hearing from somebody within 2-3 days. I was contacted to let me know that the furniture was in and they wanted to schedule delivery. I explained to them that my husband and I both work very long hours through the week and that we could not take time off work during the week and commit to ANOTHER 4 hour wait. They immediately refused to work with me on any kind of coordination in terms of accommodating our needs as a circumstance of something that was caused by them. I was repeatedly told that there was nothing they could do, a 4 hour window with a 30 minute call ahead was the best they could do. As I continued to escalate the situation, I was told by management positions that they would request a last delivery but couldn't guarantee it. Then, I would get an automated message that our delivery has been set up within whatever 4 hour window that best fit their needs, obviously. As this continued and I went round and round, I decided to go ahead and plan for a Saturday delivery. I asked if I could get on the schedule for the 1st stop so I could make the best of my day off and get errands ect. taken care of. Again, the manager said she was going to put in an am request. The next day, I get an automated message that my delivery was set for 3-7 on Saturday afternoon/evening. I immediately called customer service and cancelled the order. The customer service rep. tried to call me and I was unavailable. She then called my husband-who didn't know what was going on or what conversations had taken place to attempt to resolve. He told her that she needed to contact me directly, she still kept the delivery on after I specifically requested to cancel. I got a call on Saturday morning from [redacted](management?) to try to settle, she was going to coordinate at day during the week where a delivery after 3pm would be possible. [redacted] told me that she would be off on Monday and that Katie would be calling. I did not receive a call on Monday 2/8, I received a call on Tuesday 2/9 and could not answer. Katie left a message for me. I just tried to call customer service and their AZ computers are down. I started this process and purchased furniture on 1/16, it is now 2/10 and my son is still sleeping on the floor! At this point I have asked for the delivery truck to come and pick up all of the furniture and give me a refund. I have never received such horrible customer service from a furniture store in my life. Had I know what this process would entail, I would have rejected the whole set. Their policy is that once you accept the furniture into your home, it is not refundable. The delivery techs should advise as to that and explain what the consequences are when you accept partial delivery of your furniture. When a customer is inconvenienced due to a poor quality furniture, or a mistake on their side, they should be the ones inconvenienced and do what it takes to accommodate the customer.Desired Settlement: A coordinated delivery and refund of delivery fees.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the. Reinhardt’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. The Reinhardt’s purchased furniture from an Ashley Furniture HomeStore in Avondale, AZ. 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 Avondale store, along with a request for them to investigate this matter further and contact the Reinhardt’s to discuss their options. If you have additional questions or concerns, please consider contacting the Avondale HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

I recently purchased an expensive king size bed frame from Ashley Furniture, I waited the two weeks until the product was ready for pick up and then drove to their warehouse to get my merchandise. When I got home and opened the box the headboard was broken. I called the store to see if I could return the merchandise due to the broken headboard and was told that I could but that I would be charged a 20% re-stocking fee. This is completely unfair as I did not break the bed. How is Ashley Furniture going to re-stock a broken bed? I believe that if I spend money for merchandise and it arrives damaged the company should return it for me FOR FREE. It it ridiculous that I am stuck with a broken bed! If the company is going to sell merchandise that is going to break they need to take responsibility. I will not shop at this store again and I will make sure to let others know not to shop there as well.

I ordered 2 Biltmore accent chairs from Ashley. The chairs were dirty and looked used. I complained to the store which referred me to customer care. I have been in touch with customer care for months attempting to get this matter resolved. Initially, I spoke with the warehouse manager in St. Louis who assured me that he will take care of this. matter. That was approximately 4 months ago! I was promised a delivery date of Saturday 2/14 and guess what, not delivery! Each time I contact Customer Care to ask to speak with a supervisor, no one is ever available. I ask to speak with the president and I get an email address. The chairs cost about $800.00 for a pair. That is not a cheap chair as far as my budget goes. I do not want to pay for chairs that I am not satisfied with. At this point I am 100% unsatisfied with the product and the level of service I have received from Ashley Furniture!! I Ashley has made promise after promise to me and has not delivered.

Review: On May 31, 2013 my husband and I purchased various pieces of furniture from Ashley Furniture located in [redacted]. Among the pieces we purchased was sofa: Chaise/Circa-Taupe-Taupe. When we purchased in the sales associate [redacted] assisted us and insisted that we purchase a 5 year protection plan for an addition price. WE told him we didn't want it and he said that we should get it because if anything happened to the furniture within 5 years they would replace the furniture for us, even if there were scratches or stains. Upon his insistence we purchased the protection plan. The furniture was delivered on June 5, 2013. The delivery people had some trouble getting the sofa inside the apartment through the door. When we asked if it would fit they said it would that there was no problem. We noticed that the middle seat of the sofa was a bit sunk in, but it didn't seem anything major and the guys told us it was like that. Now, almost two months later the middle seat of the sofa is completely sunk in and when you sit the entire sofa starts creaking and sounds like something is broken inside. Therefore, we called the company to claim the protection plan because the sofa is defective. The first person I spoke with was named [redacted] and she told me someone has to come to my house to fix the sofa and if they determine that it cannot be fixed then upon their determination they will decide if we need a new sofa. I did not agree and asked her for a new sofa based on the protection plan but she said I was only covered for the first year under the manufacturers warranty. [redacted] informed me that the soonest available appointment was for August 7, for someone to come over and take a look at the sofa. I took the appointment but did not agree. Then my husband called a second time to the customer care and deliveries line and spoke with [redacted] or something like that and she affirmed what [redacted] had previously stated that the guy would come send a report and it was going to be a process and after they decide they would know whether they need to fix it or replace it. But that it would not be fixed immediately. My husband canceled the appointment because he let them we didn't want anyone in our home and that we were guaranteed that if anything was wrong with the furniture they would replace it with a new one, if not we would not have gotten the protection plan because that it want the sales associate [redacted] offered us. The Sofa is barely two months old we don't have any kids or pets that could have jumped on the sofa so it is impossible for it to be broken after nearly two months of being purchased. My husband told [redacted] this and she said that this was the way it worked it was process and no matter what we did they would first need to come and take a look at it.Desired Settlement: We would like what was promised to us when we purchased the furniture. The Sales associate promised that if anything happened with the furniture it would be replaced. Now after not even two months old the sofa is sunk in and creaking every time someone sits. I want a new sofa because this one came defective and additional we purchased the protection plan that they offered us, so its not fair that they offer someone to come fix it when the sofa came defective. They can take the sofa and fix it in their warehouse and sell it to someone else but not fix in our home because we didn't break the sofa. Also if the protection plan does not cover what they offered me, I want the money back for the protection because I don't need someone to come to my house to fix a scratch or put some screws on the sofa because it is broken, because apparently from what I spoke with them this is what they are offering to fix things and not replace them. To fix things my husband and I could do it ourselves.

Business

Response:

Hello,