Ashley Furniture Industries, Inc.

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,

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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.

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 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,

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.

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.

Review: I bought a leather/fabric/wood sectional from Mo. Furniture.It starting having little problems & before I knew it every section had a problem! I talked to the manager of Mo. Furn. & he sent pictures to the company but they will not do anything because I had not reported the first spot.I thought I had purchased a LEATHER couch & not a bordded one!!!! No where did it state that. I bought the couch 4 yrs. ago on 06/14/2011.Desired Settlement: Credit or replacement

Business

Response:

Hello,

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,

Review: Expensive couch recliner broke within 3 months of purchase/Missing notes on account/14 days no resolution/Manager refusing to return calls

5/23/14, I called to report that our new sectional couch electric recliner was broken. After troubleshooting a bit, they told me that a tech had to call me back. I was told that he would contact me by 5/26 or 5/27. I was contacted the next day (5/24/14) to inform me that they would order a new motor and to call them when it came in. I was irritated that they didn't offer to speed up delivery since the couch was new and with it stuck in the reclining position it was inconvenient to maneuver around, but I didn't argue. It came in on Thursday 5/29. I called to let them know and the customer service rep (who acted like I was such a bother) told me that she would let the tech know and that I would get a call within 24 to 48 hours. I waited until Monday 6/2 at 3:24 pm to call back considering Sunday they wouldn't be there. When I called they said that they didn't have the notes in the file. I asked to speak with a manager but was told the manager was busy. I requested to leave a voice mail. On the V/M I told the manager ([redacted], I believe) to call me back that day. At 5:57 pm I called back since I hadn't heard anything and was told by a service rep that she left just before 5:00. She told me that she came back the next day at 11:00 and that she would personally tell [redacted] to call me, but if I didn't hear back by 11:15 to call her back. I waited until 11:40 and requested to speak with the girl (Alex) I had spoken to earlier and was refused saying that they would leave the manager, [redacted], another message. By this point, I have requested the manager to call me back a total of 3 times to no avail. During that call, I also had them transfer me to a tech to schedule my part to be replaced (which no one thought to do each time I called). The gentleman I spoke with was quoting me times a week or longer out. I told him that I was going on 2 weeks and I could not wait that long for "a couch that cost me a lot of money that I can't even enjoy because it broke within 3 months of owning it"!!! He told me that he would TRY to get someone out on Friday. On 6/4 I went on the Ashley Furniture website to file a complaint on there and requested to be contacted as soon as possible. Apparently, "possible" is impossible to them as it is 6/6 at 4:00 PM and I still have yet to hear from them except to simply say that the tech would be out Friday between 3:00 and 6:00 pm. My parents have shopped with them for years with great experiences so my husband and I found our dream couch there and decided to go for it. My folks have already decided to never give them their business again after what we have dealt with, along with two other friends to WERE in the market to buy furniture. We all will be going else where unless there is some sort of resolution to this poor managed situation. If the manager would have called me back when I requested, a simple sincere apology would have been enough. Now, there will need to be more than that to gain back my loyalty. The account can be found under my husband's name: Michael [redacted]. I guess this company doesn't understand the value of a dollar.Desired Settlement: The settlement requested by the company is negotiable once ANYONE in management decides that my money is valuable enough to them. This will go beyond just an apology, though.

Business

Response:

Hello,