Ashley Furniture Industries, Inc.

Review: I had a terrible experience with several Ashley Furniture locations:

Ashley Furniture HomeStore [redacted] Ashley Furniture Customer Service

ASHLEY FURNITURE INDUSTRIES , INC. O[redacted] I purchased my furniture on 9/1/14, went to pick up at the warehouse on 9/7/14 and was turned away due to some sort of hold on my account. The warehouse staff ([redacted] and [redacted]) informed me the delivery would be free of charge, and would be schedule for delivery on Monday, 9/6/14. On Monday morning I received a call stating that the delivery could not be on Monday, and would be on Tuesday morning. Later that evening on Monday, I received another call from the warehouse stating that the delivery would be on Wednesday. I spoke with [redacted], who was nothing short of "ghetto" on the phone. She spoke over me when I tried to speak, she was rude and disrespectful, and had no customer care whatsoever. After practically yelling at me giving excuses as to why they had to push the delivery a third time, she hung up on me. She should not be in a customer facing role.

I then called the store in [redacted] where I purchased the furniture, and was unable to find any information. My wife and I have left several messages, and have no progress with communication, or knowing when our furniture will be delivered. When my wife spoke with the corporate customer service department, they were rude and disrespectful as well.

Ashley Furniture's customer service is the worst I have ever experienced.Desired Settlement: I desire someone who knows what they are talking about, with the proper authority, to inform me when my furniture will be delivered. I am sick and tired of getting the run around, as I have paid for goods, and have failed to receive it. Ashley Furniture is taking advantage of people, and should be held accountable. Not only do I want my furniture delivered, but I also want the customer service department to undergo training to better deal with customers. Also, [redacted] at the warehouse should be reprimanded, and if she is to stay in a customer facing role, she needs significant help in speaking properly, and presenting herself to customers. Lastly, I want the [redacted] store to be accountable for returning my phone calls, as they gladly took my money, and take responsibility for this disaster.

I anticipate and expect a follow up regarding these concerns.

Business

Response:

Hello,

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

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

Bought a furniture from them including warranty. One of the chairs from the dining set broke. Called the warranty company and was able to have them order a new chair. After 4-6 weeks, I receive a call from Ashley Furniture Customer Service department, to pick up the chair from their Maryland warehouse location. They said, they can deliver to my house or the location where I bought it from, but they will charge me delivery fees. After checking the warranty papers, it states "the damaged Furniture will be removed and returned at no cost to You." So why Ashley Furniture is charging for delivery fees? Talked to them to deliver to the store where I bought it from, they refused to do with out the delivery fees. In the future, if any furniture needs repair, I will be spending money in delivery charges. Will never buy or recommend a friend to buy furniture from them.

My mother bought a defective mattress that developed a inch plus depression in it after a month. Their complaint phone number will either keep you on hold for over an hour or longer so you will either hang up in disgust or it disconnect you.
After multiple complaints attempts she finally gets someone out to look at the mattress he tells her what the delivered was not what she bought.
The gentlemen then goes back and tells Ashley that there was no defect and did not tell them that the delivered the wrong mattress.
She had to go back to the store multiple times and they always gave her the run around and tell her she has to call their complaint number.
She finally gets them to acknowledge that they delivered a wrong mattress, they tell her she will get a phone call arranging the delivery of a lower priced mattress since her model was discontinued after two months of complaining.
After a week still no phone call and back to the store we go again.
Of course the store manager is not there again, and more run around, finally they tell us that not only did they not start the order for getting the new mattress and have not started her refund for the difference.
May take another two weeks or longer to get the mattress, the partial refund will not be done till after they deliver the new mattress.
Because they did nothing she wants her money back and they refuse.
While complaining about their service two other customers come in and have similar problems with the store, they even told a customer it would be easier if he went to their warehouse and picked up the item himself.
The staff do not care and are not helpful.

I ordered a sectional sofa with an ottoman on August 30th through an Ashley Furniture store in NC. At time of sale, salesman quoted me 4-6 weeks for delivery. At the time, I was skeptical, but decided to go with it because I figured it would be worth the wait. Now here it is Mid-October, and I've many run-arounds with the company, and I still don't have the couch or the ottoman. First it was the ottoman that was "holding things up", and now it's one of the sectional pieces that is holding things up. Now I have company coming to visit next week, and we have no living room furniture to sit on, and we will have to bring in some camping chairs so we can visit with each other. All Ashley offered to make me happy was to waive my delivery fee of $100. Really?!! There's nothing more they could do? Thanks a lot for nothing Ashley. I will be calling corporate on this one, and I wouldn't recommend this company to anyone!

Review: I purchased a table set and specifically and before I paid for it I asked when I set up delivery to have it delivered in the morning because I work in afternoons. I was specifically told that I would not have a problem setting that up. now 3 weeks later I am told that It is a problem and if I want a refund I would have to wake several weeks. it was a mistake buying from this company In [redacted] and I have been lied to multiple times.Desired Settlement: I want it delivered in the morning or I want my money back immediately

Business

Response:

Hello,

Review: Purchased a couch from Ashley Furniture in [redacted] in June of 2013. They even sold us an extended warranty, within a month the reclining mechanism stopped working. We called and everything was fine, they came out to check, they ordered the parts, came back and fixed the issue. Two months later the same problem occurred on the same side, to the same mechanism. They gave us the run around, started dodging phone calls, and finally sent a guy out to check the sofa. He checked it and confirmed that it was the same issue with the reclining mechanism, and said he would have everything and would come back to repair it. They never called back, I finally got a hold of them after months of calling, and they casually stated that we abused the couch. The couch was never abused, it was used by two adults, who have no children, the couch was only used for sitting in and reclining. We purchased a lifetime warranty, which the salesman told us will cover ANY damage to the couch. Ashley Furniture's policy is 5 years on a reclining mechanism, that is even without the lifetime warranty. To this day, we are still waiting to hear back from them.Desired Settlement: I want a repair or replacement of my sofa. This is the second time this issue has occurred to the same side and same mechanism. I want a replacement, because I believe the side that is affected was not constructed properly or at the very LEAST I want them to honor the extended warranty I PAID for and repair the mechanism.

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.

Mr. [redacted] purchased furniture from an Ashley

Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and

authorized dealers are independently owned and operated. All warranty decisions

are made by the store that sold the product in question. It states in 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 corporate office for the [redacted]

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 [redacted] HomeStore Customer Care at

###-###-#### or ###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

So what I am being told is the company doesn't take any liability for how their own stores condone business. This was not a solution to my problem, it just put blame on the "independent" store. If that is the case I would like to file a complaint against the independent store, which bears the Ashley name. Not only did I purchase an extended warranty but my furniture is still covered under the manufacturer's warranty. A warranty which they are not willing to uphold, because they don't want to take fault in poor craftsmanship. I have owned multiple pieces of furniture from different companies and have never had a problem with them within a year or even 3 years of purchasing. This customer is not satisfied and will never buy another piece of furniture from Ashley, especially if they don't fix the problem. I also give the Revdex.com full permission to publish all of the communication on their website, so other consumers do not have to deal with the same situations. I wish I could go in and speak with a manager face to face, but unfortunately I am deployed to Afghanistan until 2015.

Regards,

Business

Response:

Hello,

Review: Purchased a twin mattress, not satisfied with the mattress within 2 hours after delivery,

Was treated rudely when trying to return the mattressDesired Settlement: Requesting a refund of the mattress, there was no mattress that we were satisfied with within our price range

Business

Response:

Hello,

Review: This complaint is in regards to: a promised credit on my GE Ashley Furniture Account after failure to deliver all furniture by promised delivery date according to contract, breach of contract, and have yet to receive promised credit from [redacted].

I spent all day in the Ashley Home Store in [redacted]. I ordered a whole house of furniture May 17, a total of $6,328. I was promised a 3-4 week MAX delivery date for everything ordered. I signed and agreed to the 3-4 week delivery. I Paid $600 cash down, and put the rest on my Ashley furniture GE card. I followed up June 10th, spoke to my sales person [redacted]. The furniture has now changed delivery date. It should arrive June 15th. [redacted] promised me the furniture would be able to deliver by Wednesday, June 18th (90% chance) or Thursday, June 19th (100% chance). I told [redacted] that it MUST be delivered by the 19th or we were cancelling the entire order due to breach of contract (Going past the guaranteed 4 week delivery date). They were breaching contract and I would be holding them to it. My furniture was guaranteed, promised, signed off and agreed to that it would deliver NO LATER than 3-4 weeks from May 17th. I took off work the expected delivery date, waited Wednesday (June 18th)...no delivery. Took off again Thursday, waited until noon Thursday (June 19th), called Ashley's to see where my furniture was, to find out my furniture was still being accepted into the warehouse. The ladies that answer the Ashley’s Furniture phone would not let me speak to the warehouse, giving me excuse after excuse. One of which was “We do not have a direct line to the warehouse.” After getting rather upset with them, they finally said “Let me transfer you to the warehouse, it’s not a direct line but it will get you to the warehouse.” Which lead me to believe they were lying to me all along. I was finally able to speak with the warehouse manager after getting the run around from the girls that initially answered the phone, and he tells me there would be no way to deliver Thursday. He stated that it is his responsibility to ensure that he delivers to the max amount of people as possible and Brashear was too far away to deliver today. I told him I was promised a delivery by my sales person that ALL of my items would be delivered no later than Thursday, June 19th. If they could not be delivered we would be cancelling the entire order due to breach of contract. The

Manager could tell I was extremely serious about cancelling my order and said he would get every piece of my furniture delivered that day, Thursday. Each phone call with Ashley's up to this point, I have been provided a different excuse by whomever I speak with. Excuses such as: the warehouse in [redacted] was getting remodeled so they didn't have room for the receiving of the furniture; the warehouse out of state was backed up due to the "rains" and was not producing all of the furniture fast enough so they were just completely backed up. Then there was a warehouse fire in the [redacted] facility, one of their delivery vehicles were in the shop so it backed them up on deliveries. Customers do not care about company’s excuses, and this company would benefit greatly from this advice. So late afternoon Thursday, June 19th, my husband had to take off work to accept the delivery ... I walk into my house and see 3 of the 8 items I have purchased, arrived. I inspected the FEW items that actually arrived to find that the $534 kitchen collection that I had purchased came with a HUGE scratch in the brand new chair. I instantly called the [redacted], to discuss the issues I had with only receiving 3 of my 8 items, and the items I did receive were damaged. He stated that he would refund me $750 to my ashley’s GE card for all of the troubles I was having with the deliveries and ensured that ALL of the items would be delivered FIRST thing Friday morning, including a new chair to replace the kitchen table chair that is damaged. [redacted] called me Friday morning, PROMISING me all of my furniture would be there very soon, that they were loading it up. They were personally delivering the furniture in their personal vehicles since the delivery vehicle couldn't. They arrived mid afternoon... The furniture was in the back of a pickup truck, being delivered like I had just purchased my $1,600 loveseat from a GARAGE SALE. The loveseat had to be ''white glove service delivered (that I paid a VERY pretty penny for)" by my HUSBAND...We had to use my husband’s tools to disassemble the shipping and packaging equipment. He had to direct and aid greatly in the move of the loveseat. I was still missing 3 Cooper tables that I paid $99 each, before discount. The chair that was damaged in Thursday's delivery was not replaced, yet was fixed with a marker by [redacted], my sales person. The book shelve unit I purchased was not even DELIVERED. The desk had sheetrock dings from where they nicked my brand new wall bringing the desk in. I mention to [redacted] that my bookshelf had still not arrived… [redacted] calls his store to verify where my bookshelf was. Apparently, they said they had no idea when the shelf will be in. He promised me he would call me with a date once he arrived back at the store. I never received a phone call. I called and talked to [redacted] again about an hour after [redacted] left. I requested that they just cancel the cooper tables from my order and refund them since they were not here yet. [redacted] promised he would take care of refunding me the $750 dollar credit, and the removal of the three tables that never arrived... I also mentioned that I was not happy about the bookshelf missing, and requested a fix for this issue. He stated I could have their display bookshelf at half off to get me through my event at my home, and that he would deliver the bookshelf I ordered to my house when it came in JULY 7th! I requested that I just swing by and grab the bookshelf from the store since I needed it NOW. So the delivery service I paid for was now being completed by me.

I signed a contract when I purchased my furniture stating that my furniture would arrive in 3 to 4 weeks from the date of purchase. It is now going into its 11th week and everything to this day has not been delivered as promised. I have taken off a grand total of 18 hours (At $24/an hr) of work for this furniture delivery. I have called Ashley's Furniture NUMEROUS times to find out where my furniture is, and where the credits are that I was promised. I have attempted to call [redacted] ... and [redacted] is no longer accepting my phone calls. I was, able to speak to [redacted] (the assistant [redacted]) on June 23rd and she stated she would get the credits refunded. I followed up July 2nd, and she couldn't process the refund because she couldn't find my account and had apparently written down the wrong telephone number to call me back to verify. If she would have accepted one of my many follow up phone calls she would have had my phone number correct. Regardless, she promised me (July 2nd) she has now contacted corporate to get all of the items refunded that I had requested, as well as the credit promised. I requested that the protection plan also be removed; she stated that if all of the furniture was delivered that corporate may not remove it. I pointed out that I was still missing my end tables that were never delivered and the bookshelf was still being considered outstanding since [redacted] promised me the new one would be delivered to my home when it came in July 7th. I feel I made my point that the Protection Plan was still eligible to be removed. She said that she would submit the removals and that it shouldn't take over a week to credit to the account and requested I check back with her July 11th.

The total that should be refunded is now at:

Cooper Classic Tables: $239.98 (Never delivered, canceled, and still charged.)

Bookshelf­ Display: $164.54 (Half off, as promised by [redacted].)

Credit for $750.00 (As promised by [redacted] for all of the troubles.)

Protection Plan- Removed: $649.99

TAX for items/services to be removed: $86.99

GRAND TOTAL OF: $1891.50 CREDITED BACK TO THE GE CREDIT CARD.

I have contacted Ashley Furniture on a weekly basis since the 11th. [redacted] will no longer accept, or return my calls, and neither will [redacted]. On one instance when I called, [redacted], the individual that answers the phone has said, "She is with a customer." I told her I would wait until she is done. 15 minutes on hold she returns to the phone and states that she would give her a message to return my call, that she doesn't want me to sit on hold. I never received a phone call back. I follow up that next Tuesday, July 15th, and was told that she was on the phone with a customer ([redacted] again) I requested to hold again. 5 minutes of being on hold [redacted] comes back to the phone and tells me "[redacted] has left for the day, can I take a message." Fantastic customer service. I told her that I did not appreciate her dodging and ignoring my phone calls and that I had left numerous messages and I was not ever receiving a call back and was not happy at the customer service I was receiving from Ashley's and everyone involved. I was promised credits and I fully expected to get them, including the credits from the furniture that are STILL not delivered! An ENTIRE breach of contract!! It is August 1st, and I have still yet to hear from [redacted], or anyone else at the Ashley Furniture Home Store company and I still do not have a credit on my credit card for the amounts I was promised.Desired Settlement: My resolution to this issue would be to refund the total $1891.50 to my GE Credit Card, card is found under "[redacted]" and you have the address on file with this complain. That would satisfy my request.

Detailed Description of Credits:

Cooper Classic Tables: $239.98 (Never delivered, canceled, and still charged.)

Bookshelf­ Display: $164.54 (Half off, as promised by [redacted].)

Credit for $750.00 (As promised by [redacted] for all of the troubles.)

Protection Plan- Removed: $649.99

TAX for items/services to be removed: $86.99

GRAND TOTAL OF: $1891.50 CREDITED BACK TO THE GE CREDIT CARD.

Business

Response:

Hello,

Review: On October 23, 2010, my wife and I purchased an Ashley matching set, recliner couch and recliner chair --Model MA06810, Serial Number [redacted]. We paid nearly $1,200 for the set. Approximately 16 months later, the right arm and right back of the recliner couch started to peel, chip, and break apart. It clearly was a manufacturing defect because no other part of the couch or recliner chair was defective. We have no children nor grandchildren at home. We only sit in it in the evening. We have no pets. It appears as if a chemical or solvent was spilled on it at the factory regarding the way it is coming apart and peeling. I have contacted the store and Ashley numerous times ... and nobody seems to be doing anything EXCEPT a lady in Customer Service in Arcadia, WI whose name is [redacted]. She has said that she would have the [redacted] marketing rep get back with us ... but that was a month ago and there has been no action. We have been working on a resolution for this for nearly three years and they, Ashley, just don't seem to give a care. I don't care what their words are, their actions speak louder than their words.Desired Settlement: We would like a new couch and matching chair. Since they no longer make this model, I don't want a mixed set. I bought a matched set and that is what I expect to have replaced -- a matched set. I am willing to pay a little bit because we have used the furniture some. But I think the majority of the onus lies on Ashley's back since it was their defective manufacture that caused this problem in the first place.

Business

Response:

Hello,

Review: I received a delivery on 9/30 of my new bedroom set that I ordered from Ashley's over Labor Day weekend. Two men delivered the furniture and assembled it in my bedroom. After the furniture was assembled, I felt extremely rushed as they walked out the door and asked to borrow my cellphone. I reluctantly gave them my phone and they called dispatch. They put me on the phone with dispatch who asked if I had any damage to my house or the furniture. I answered no to both because I was in an extremely rushed and intimidating situation. These two men were literally standing on my front porch. I did not notice any furniture damage while the men were there, but I definitely did not feel comfortable reviewing the furniture to see if there was any. Not even 30 minutes after they left, I noticed my footboard and nightstand were damaged. I called Ashley's in [redacted] where I purchased the furniture, and they advised me to call [redacted] Customer Service. After too many minutes spent on hold, I was connected to [redacted] told me to email her photos of the damage and she would have a manager contact me in 24-48 hours. It has now been almost a week and I have heard nothing. I followed up with her and also got no response back.Desired Settlement: I would like a new footboard and nightstand.

Business

Response:

Hello,

Review: On October 17, 2014, I went to Ashley Furniture in [redacted] and bought a bedroom set and mattress totaling $3,179,97. My items were not in stock and I was told it would be about 2-6 weeks for the items to come in. On October 29, 2014, I received a phone call stating my items were at the warehouse to schedule a date for delivery. The customer service representative told me if I wanted Saturday delivery it was an additional $50. On the paperwork I was given at Ashley's by a sales representative clearly stated Saturday deliveries were only $20 extra. They tried to over charge me for the delivery and final agreed to the extra $20 fee. I set my delivery date for November 8, 2014. I was told my delivery time was going to be between 8am - 12pm that Saturday. At approximately 6:45am on Saturday, November 8, 2014, I received a phone call stated there was bad new that my mattress is damaged and is not going to be delivered the same today but all of the other furniture will be. When the delivery truck came to my house on November 8 at approximately 10am immediately when the driver brought the footboard for the bed down he said it was damaged. The box had been partially ripped open and he the driver opened the box the wood had spilt off and broke. He contacted his dispatcher and notified them that the bed was broken and they advised me they would have to reorder a new one. Next, the driver brought out the nightstand and the bottom of the nightstand on the leg the laminate was ripped off it. After that I told the driver everything so far I had ordered had been broken. I was furious. I had gotten rid of the day before of all my bedroom furniture because I was promised delivery today and the furniture delivered is broken. When I contacted customer service they were no help at all. They're only response was they would have to reorder it and said contact Corporate. The mattress and furniture had been in the warehouse for over a week if there were issues with it they should have handled it than not when they deliver it to my house. After the driver leaves I drive to the Ashley Furniture store in [redacted] where I bought the furniture. I went to the sales desk in the back and advised the customer service representative I wanted to cancel my order and wanted a refund because my items showed up damaged. She started process the refund and advised me that there is a 30% restocking fee, which totaled $953.91. I advised her I am not paying that it was not my fault the merchandise showed up damaged. She advised me only the store manager could waive the fee. The manager of the store [redacted] comes to the desk. I explain to [redacted] that several pieces of my merchandise arrived damaged that this is poor quality service and I want to cancel my order. I advised him that I had no bedroom furniture at all not even a mattress at this point and I had to sleep on the floor last night because I was supposed to have this delivery today. [redacted]'s response to that was "That is not my problem." I was in complete shock! The manager of the store who is supposed to have concern for his customer told me this wasn't his problem. I asked him for his name and he would only give me his first name and said he didn’t have business cards for himself. Than he said I had only two options to reorder the merchandise or to pay the cancellation fee. Than [redacted] and the employees behind the desk started laughing like this was a joke. I was so furious and angry I left the store. I am looking to get a complete refund for all of the furniture I purchased totaling $3,179.97 plus the $20 delivery fee. For a grand total of $3,199.97.Desired Settlement: Refund of $3,199.97.

Business

Response:

Hello,

Review: My Furniture Was Promised To Be Delivered On 12-17-2014 , And My Furniture Is Still Not Here

Items Were Promised To Be Delivered On Dates 12-17-2014. Was Contacted By Company and Was Advised That One Item Would NOT Be Delivered Because It Was Not Completed , But Everything Would Arrive On Said Date , On Said Date I Received A Call Early In The Morning , Advising Me That NO DELEVRY Because Of No Products Were Available , And A Date Of 01-20-2015 All Items Would Be Delivered , Then Another Call Several Days Later Another Call Informed Me To Expect Delivery On 1-12-2015 . I Was Informed That All Items In My Home Should Be Removed , To Which I Have Complied, All My Living Room Furniture Has Been Removed As Of 12-13-2014 , I've Been Without MY NEW FURNITURE This Entire Time . I've Complied With The Contract But ASHLEY HAS NOT SEEN FIT TO COMPLY . Customer Service Agent Informed Me That I Couldn't CANCLE The Order . This Is A Substandard For A PROFESSANL Company . I Am NOT SATISFIDE WITH ASHLEY FURNITURE , And I Will Let Others Know About ASHLEY FURNITURE BAD BUSINESS PRACTICES . I Also Will NOT BUY FROM THEM AGAIN IN THE FUTURE ...Desired Settlement: I Just WANT/NEED MY NEW FURNITURE .

Consumer

Response:

I have Already Stated My Complaint , However I Was At The Montrose Ash Furniture Store , The Call Came From Corporate From New York , They Informed Me Of The Delay and Lack Of Products That Were To Be Delivered. Items were to Arrive on December 17th , and Delayed to January 20th , Then A Follow Up Call to be Delivered on the 12th of January . I just want the Furniture that I Picked Out Delivered In EXCELLENT CONDITION , I Also Should Get A Price Reduction . Thank You One and All ...

Business

Response:

Hello,

Review: I purchased furniture from Ashley Furniture and was told that it ALL would be delivered on Jan. 6, 2014 which the bed was not. The bed was delivered on Jan. 13 and the bedroom furniture does not fit in the bedroom. I called Ashley furniture on Jan. 14 and spoke to [redacted] stating that I wanted to return the bedroom furniture. She said that she would have to take my name and number and have a Manager call me back. [redacted] called me back 5 minutes later and said that she sent the information to Customer Service and they would be contacting me. On Jan. 15 I still had not heard anything and remembered my sales person telling me that I only had 3 days to return it if I didn't like it so I called Customer Service myself which was a nightmare...I was on hold forever and finally got a lady who had no idea what she was doing. After explaining to her 3 times that I need to return the furniture she told me that all sales are final and they could not help me. I hung up and called the store in [redacted] again and got [redacted] again. I explained it to her and she said that she would take my name and number and have a manager call me. So Gerry called me back and I went through the whole story again. She said there was a 10% restocking fee charge and kept asking me to come in and try to pick out different furniture that fit. I told her no, that I was sick of dealing with this and just wanted to be done with it. Then she proceed to tell me that she would have to check to make sure they could take the dresser since it was delivered in Jan. 6 and I told her that if all the furniture would have been delivered when promised I would have called then but until I got all the pieces I didn't know it was not going to fit. She said she understood but still had to call to make sure the dresser was OK. She called me back and said they could not return any of it but could give me a store credit. I told her that I don't want a store credit, I just want my money back!! Why all of a sudden they can't refund any of it.Desired Settlement: I want Ashley Furniture to come take the furniture and refund money. I don't want store credit because I never want to deal with these people ever again. The whole thing has been a mess and I have wasted a ton of time on it.

Business

Response:

Hello,

Review: I ordered a sofa at the day after thanksgiving sale. It was on backorder, but scheduled for delivery on 1/17/15. My other items, including a matching loveseat were delivered 12/20/14. I was happy to wait until 1/17 for the sofa, but when 1/16 came without any delivery notification, I called to inquire. I got different answers from different customer service personnel, but the end result was that Ashley neglected to set up my second delivery date (this was their mistake). I had to endure extremely poor customer service from numerous individuals. I had to have a saturday for delivery, so they told me they could not reschedule it until 2/7/15. An individual at the call center (a manager of some kind) stated that I could go to pick up the item if I wanted to (telling me it was in stock), but I am not able to do this. I finally agreed to wait until 2/7/15. On 2/4/15, I got a message confirming my delivery for 2/7/15, between 11am and 2pm. Shortly later that day, I got a call from a woman saying that my item could not be delivered because it was not in stock. I asked how it was possible that my item was not in stock now, when my item was there a few weeks ago. She could not answer this, but a range of possible reasons were suggested. I believe that Ashley decided to sell my item to someone else while I was waiting for my Saturday delivery. She refused to confirm this when asked. I was told that the item would be back in stock on 2/15/15, and that the next saturday, 2/21 would be reserved for me for delivery. While I was again upset, I was assured by everyone at the Ashley call center that nothing could be done. I accepted the delivery date, but elected to call the store to continue to try for resolution. The store spoke with my wife when she called, but the individual there never called her back after stating that she had to check on something about the order. I elected to call back on 2/7/15, and a store employee listened to the dilemma and then stated that she would follow up with a manager about the situation. I asked either that they refund me for both the couch and loveseat (the loveseat was previously delivered, but I do not want mismatching furniture--I was promised matching furniture), or get me my couch in a reasonable amount of time. I was told that the 2/21 delivery date that was previously provided to me was unlikely to work, because the item was on back order. Personnel were unable to give me a confirmed date. When I got the call back, I was told they could refund me for the undelivered item, but they would have to send a refund request to some other location in order to have the loveseat returned. I was clear that I have had a hard time actually getting call backs from this company, and I believed that the store manager should be able to help me. The employee was clear that nothing else could be done, something I had heard from a large number of Ashley employees by this point. The issue is still unresolved. I want the sofa, but they refuse to deliver it. If I cannot have the sofa, I do not want the matching loveseat (yet the store will not refund me and pick up the loveseat when asked). I feel trapped without furniture.Desired Settlement: I want my sofa delivered soon, and I want a guaranteed Saturday delivery date. Due to the extreme frustration and the hours spent on this issue, along with the numerous mistakes made by Ashley furniture (including failing to follow through on multiple delivery dates that they provided to me), I believe I am entitled to compensation. Ashley has had all my money for months, while I am left without the agreed upon products.

Alternatively, I want a refund in full for both the sofa and the loveseat, all applicable taxes, and 2/3 of the delivery charge (since I would only be able to keep one of the three promised items). This comes to a total of $1322.43. You can come pick up the loveseat on a saturday of your choice, and I will be happy to schedule that with you. If this option is chosen, I do not want a giftcard or store credit. I want the money back on the credit card.

Business

Response:

Hello,

Review: I purchased my reclining sofa last February and I noticed it has been leaning to one side. I called customer service to tell them about it. I was told someone would get back in touch with me within 4-7 days. After 14 days I called back and was told someone would get back in touch me within 2 days. I was called back 2 days later from a women named Nadia who took my information and told me that a [redacted] would get back in touch with me either that day or the next day. I asked Nadia at that time if I could have [redacted]'s direct number in case she did not call and she told me no that I would be her direct contact. During this time I have been in contact with someone from CS over Facebook after I complained on their website. The last cs rep told me that she received a reply to her request saying that a contractor would be in contact with me about the sofa. that was Dec 21st, 8 days ago.Desired Settlement: I want someone to come to my house and fix my sofa before they say it outside the year warranty.

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 [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. Consumer Affairs Representative Tell us why here...

I am very frustrated with with this company and their furniture. I bought my loveseat and couch from a dealer that is now out of business. I complained before my 1 year warranty on fabric was over but they kept putting me off saying they were contacting the company, etc. but never getting back to me. Here it is almost two years later with no resolve, the store is closed I bought the furniture from, and Ashely Furniture Industries telling me to contact the store, which is closed, to resolve it with them. As far as I am concerned the leather blend fabric is shredding apart and who is responsible for this other than the manufacturing company? This runaround isn't just typical for me but I have been reading complaints on line about this particular fabric problem and still Ashley has an A+ rating? Please review your ratings as my experience has been very unpleasant, not resolved, and other than small claims court not a resolve in sight.

The worst customer service ever! I've been given the run around for months on a couch that was poorly made and broke a day after delivery! It's been months and I still don't get my couch back from the in shop repair! customer agents and management give me the run around! They tell me the man in charge for in shop is sick! How the heck is that the customers problem! I am a very unsatisfied customer and want to just return everything back! HORRIBLE business! HORRIBLE SERCIVE! HORRIBLE and cheaply made furniture!

I purchased furniture and within 6 months, the sectional looks like I've had it for years. It has all over pilling, the material is sliding, causing the seat cushions to lose their form, the back and throw cushions are really flattening, and the seat cushion to the wedge piece is torn due to a broken spring.
I've been dealing with this issue for over 2 months now, and still there is no resolution. Call after call, emails, and trips into the store where I made the purchase have still brought no resolve to this situation. Initially, I simply wanted to reselect. To replace and fix the current problems would only result in the same scenario. Now, I just want my account credited, and I want to break all ties with this company! I've never encountered such poor customer service! I even took the torn seat cushion into the store and one of the throw pillows that looks like it's been put through the mill, and that got me nowhere.
I have filed a complaint with the Revdex.com.
Do not make a purchase with this company! If you have any problems with their furniture, it will only lead to disappointment, frustration, and a great deal of wasted time!