Ashley Furniture Industries, Inc.

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!

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!

Review: I purchased brand new leather furniture from an Ashley retailer. Upon delivery, ALL THREE pieces had defects. One had a torn seam, the other had a torn cushion, and the last had tearing seams. I notified the retailer delivery man since he was still there and he said he would take it up with Ashley. Ashley's first replacement piece delivered to us had ANOTHER tear in the cushion, which I also reported to the retailer. The second replacement had ANOTHER tear and a torn seam. I am still awaiting the replacement for the third piece, and am ALSO awaiting replacements for the DEFECTIVE AND TORN replacements that I received. I called Ashley regarding this and they said I have to take it up with the retailer each time but Ashley CONTINUES to send the retailer cheap and defective pieces that we keep sending back. I will NEVER EVER recommend or buy from Ashley EVER AGAIN.Desired Settlement: I would like to send back all furniture I have purchased from Ashley for a full refund due to all the defective pieces I keep receiving AND the cheap quality of this furniture that I paid a lot of money for.

Business

Response:

Hello,

Review: On September 3, 2014 we had our Split King TempurPedic bed delivered to our home. It began raining by the time the delivery personnel arrived at our house. Each delivery man took a mattress and drag them into the house. Upon inspection after they left, we noticed that there was a clear muddy/oily handprint on one of the mattresses and mud on the bottom of both. We then called the Ce department and sent them pictures. We were told by [redacted] (the service rep) by phone and text messages that the delivery truck will come back to our house to pick up the mattress and that we will be getting replacements on September 12th. However, they never returned for the mattress. When we called the Customer Service department the following day, we were told that the September 12th date was for someone to come take pictures of the mattresses instead. Not only did the company changed its planned actions, but we're also expecting us to wait a week for some resolution of the issue. Since this was not acceptable to us, we decided to inspect the mattresses further ourselves to see the true extent of the damage. Upon further inspection, we found that it was only the mattress covers that were damaged and the Customer Service department agreed to send us new mattress covers/protectors instead. When we called on September 5th to check on the delivery date, we were told to expect them the following week. However, when we called again on September 12th, we were told that [redacted]) had only sent the email to request the product. We were then promised a return call the following day for an update, but never received such a call. Instead, each time we call, the customer service reps ([redacted], and [redacted]) tell us that only [redacted] knows the status and we're promised a return call each time, which never happens.Desired Settlement: Without the replacement of mattress covers/protectors that come from the same manufacturer, our warranty on the bed is void. Considering that we paid $4700 (before taxes) for it, we feel that it in extremely unfair that our warranty has been jeopardized even before we used the product, all because of the careless actions of the company's delivery personnel. We would like [redacted] Furniture to send us the mattress covers/protectors as promised no later than by the end of September 2014.

Business

Response:

Hello,

Review: I purchased an Ashley South Bay Mattress about 4months ago. When I purchased the mattress I was told that because it had the zippered removable top that the top could be machine washed. So, that's what sold me one the mattress. After having the mattress for 3 months, being used by a toddler who was being potty trained, needless to say it needed to be washed so that's what I did. I never discarded the tags that were attached to the mattress as I knew one day I'd need proper washing instructions. On the tag for warranty and care of the mattress it states that some mattresses are designed with a removable cover that can be washed if necessary. Me, being the consumer and having been told by the sales rep this was possible for the my mattress, deemed it necessary to wash this cover. Following washing instructions, I washed it in cold water and allowed it to air dry; air drying being suggested as the best drying method although placing it in the dryer was an option. To my disappointment, when I removed the cover from the washing machine, it was falling apart. I immediately called Ashley Furniture Company to speak to someone about the cover being replaced under the warranty. The representative that I spoke with instructed me that I needed to speak with the store where I purchased the mattress from and they must file the warranty request. After about a week of trying to contact the manager of this store ([redacted]), I was able to explain to him my issue, send him pictures and any other info required to make the claim. He contacted me about 3-4 days later explaining that Ashley was refusing to replace the cover stating that their policy states that "SOME" mattresses have a removable cover than can be washed but not the South Bay Mattress that I purchased. To my misfortune, I was extended the option to purchase a new cover but wasn't quoted a price as the rep in the store was still waiting to be contacted by Ashley to be given a price. By this time I am livid. As there was no one that could offer me a better solution. No one could explain to me why this mattress that I purchased even has the capability to have its cover removed it it wasn't intended for washing. So I decided to do some research of my own. I called Ashley myself upon disconnecting the call with the [redacted]. On July 2, 2013 at approximately 4:25 p.m. CST I spoke with a representative named [redacted]. I represented myself as a consumer who was looking to purchase a mattress and had read some information that Ashley manufactured mattresses that came with removable covers that can be washed. I stated, "I'm recently read that you offer mattresses that have removable covers that can be washed. Can you give me the names of the mattresses you offer with this feature?" She placed me on hold for 2-3 minutes then comes back to say, "I'm sorry, we don't offer ANY mattresses like that." I asked, "Are you sure you have NO mattresses with these features? Because I'm positive it says you have some." I then proceed to read from the tag that was attached to my mattress. I asked her to double check. She places me on hold again for another 2-4 minutes and comes back to says that they don't offer any mattresses like that. I then infirm her of my issue and let her know that it is now an even bigger problem because now in addition to mine not being washable, you in fact have NONE that have these features although your literature says otherwise. False advertisement? I asked if she could explain why the mattress I have came with a removable cover if there was NO intentions for it to be washed and why their information stated some models had these features if they indeed had none. She offered me no explanation to either question. She then refers me back to the retailer saying he will have to explain this to me. And here we are now...almost 3 weeks later and I have heard nothing. In fact, I'm still waiting on a price quote fir a replacement. Not that it is a big deal because I REFUSE to pay for this.Desired Settlement: I would like my mattress or the mattress cover replaced.

Business

Response:

Hello,

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.

Review: I purchased my furniture about almost two weeks ago, I haven't even had it for a whole week yet an on one of the pieces of furniture cushion has shifted an no one hardly sits in that chair. I'm very upset b/c like I said I haven't had it long an I'm already experiencing bad quality from it. I called the damaged department they told me to send pictures in which I did, on Monday September 15th an have not heard anything back from them since. I'm really getting frustrated b/c I spent a lot of money on my furniture an it's already ruined an no one from ashleys are acting like they careDesired Settlement: No outcome, no one has ever contacted me back

Business

Response:

Hello,

Review: I purchased an electric reclining sofa from this company and now one of the motors is burnt out and needs to be fixed. I called HQ to start the process, they told me to contact the store that I purchased from to get the original sale invoice. I did so but the store could not find this (i have in writing that they were unable to find it) I called back HQ to see what could be done, they said nothing without the sales invoice even though it is their system that cant find the sales invoice and I have been on a phone with them for a total of 7 hours being transferred from one person to another just to try and get this sofa fixed. I called the local ashley furniture store to see if they can fix it for me but they said that it is their policy to not service any item older than 3 months. I just want my couch fixed. this is the worst service I have EVER dealt with in my entire life bar none.Desired Settlement: I just want my sofa fixed! its not even the whole sofa, its just one side that wont work

Business

Response:

Hello,

Review: On 06/11/2015, I purchased, paid in full, over $8,000.00 for 19 pieces of furniture, purchased at the [redacted] store. Delivery was scheduled for 07/09/2015, 7 days after we moved into our new house. On July 2nd our $500.00 carpet was laying on the ground in front of the house, delivered by Fed Ex. Unfortunately it was not the carpet we had chosen and paid for. On the delivery date, all but two pieces of furniture was delivered. We were told that the two pieces would arrive on July 15th. Of the furniture delivered, the sofa, and love seat had small tears which was pointed out to the delivery men. Additionally we noticed a circular ring on the top of one dresser as if someone had placed a wet glass on it. This was brought to the attention of customer care. We have made numerous calls to Customer Care, only to wait up to two days for a return call. They referred us back to the original salesman who sends emails back to customer care. Nothing is getting resolved.

Today, the day our missing furniture was to be delivered, we received a phone call from Ashley Furniture. They informed us that the manufacturer failed to deliver the items to them, so we would not be receiving the items until the 29th. This is 20 days after our original delivery date. This also means that we must cancel our plans for a visit from family from out of town in order to sit around and wait for a delivery from Ashley Furniture that may or may not happen.

Additionally, we were told that someone at Ashley Furniture canceled the craftsman from coming to repair the damaged sofa, love seat and dresser, but could not tell us who canceled it or why. I was told that I would receive a return phone call. I am still waiting. This information was provided to me on the 15th the day the furniture was to be delivered.

Additionally, when we selected our bed, box spring and mattress, the salesman failed to mention that the floor model did not have an actual full sized box spring on it. When it was delivered on the 9th of July, the mattress was so high above the floor, that it is difficult to get in bed without a step ladder. We contacted both Customer care and our original salesman to have the box spring taken away and the lower profile box spring (buckie boards) delivered. Customer Care had no answer as to why they were not going to be delivered on the 15th as promised.

As of today, we have not received the carpet we selected and paid for, still have the incorrect carpet rolled up on the floor in our house, and NO ONE from Ashley Furniture can give us an answer as to how to return the wrong carpet!

We have notified the original salesman to cancel the order for the carpet and to have our account refunded the cost of the carpet. We are still waiting for our refund, and information as to how to return the wrong carpet, for the repair to the 3 pieces of furniture originally delivered to us, and for the two pieces we paid for in June and have not received.Desired Settlement: We want the furniture we purchased to be delivered, we want the repairs that needed to be made to damaged furniture to be made to our satisfaction, or for those 3 pieces of furniture to be replaced, we want our account credited for the cost of the carpet that still has not been delivered, and for the incorrect carpet to be removed from our home and returned to Ashley Furniture. Additionally we want the box spring returned to ashley furniture and for the cost to be credited back to our account.

Business

Response:

Hello,

Review: I purchased a bedroom set from Ashley Furniture in [redacted]. On the date of delivery I was informed the dresser was damaged and that another one would be sent in approximately two weeks. A month later I have received nothing. I called the distribution center, my salesperson and the store itself. Nobody knew anything about the dresser. They promised to sort it out and to call me back. I am still waiting to be called back and I am still waiting on the dresser. During this month long ordeal I have received no follow up calls or updates from my salesperson or the distribution center. I want my dresser delivered.Desired Settlement: I want my dresser delivered as soon as possible and I want to be refunded the purchase price because of the hassle. It is a month overdue and the salesperson, store and distribution center have been unhelpful as I try to get the product I paid for.

Business

Response:

Hello,

Review: Ashley describes their "Durablend" as being as durable as leather which is completely misguiding. Within one year the two recliners we purchased the Durablend leather is flaking in chunks. I now have to worry about my two toddlers risking their health by eating the chunks of Durablend off the floor. I called Ashley Furniture and they were unwilling to help and told me to contact the store I purchased them from.Desired Settlement: Ashley needs to take responsibility for their product and to stop blaming their problems on the retail stores. They need to replace the furniture with better quality ones as their claims about Durablend being as durable as leather are completely false and unsubstantiated.

Business

Response:

Hello,

Review: Couch in terrible shape, company refuses to help

Purchased Ashley reclining sofa, loveseat set in June 2013. The sofa has been fixed 5-6 time since December when the sofa began to sink and was disabled, did not allow for the feet to fold back under. I contacted the store where I purchased the sofa and they are no longer answering. I contacted Ashley Furniture and they only tell me to contact the store. This sofa has been in disrepair for months and we have had to put up with it. The quality off this product is awful and something needs to be done to rectify the situation.Desired Settlement: After they multiple inconvenient repairs, along with the current issues we are experiencing, I don't believe this sofa ever should have been sold to us. I am therefore asking for a refund of the purchase price of the sofa.

Business

Response:

Hello,

Review: This is not an issue with a salesperson. We purchased a loveseat covered with Durablend fabric....dura means tough, hard and long lasting. When in fact the fabric is weak and for short-term use. The fabric started peeling within the first two years after purchase and has become increasingly rubbed off and peeled off this past year or more. It looks horrible on both sides of the couch and the armrest. The date on the label is 2010. Durablend is horrible and is NOT tough or long lasting and we spent $750 for the loveseat. Your website states fabric has 1 year warranty. We are getting tired of the loveseat pieces sticking to our clothes, so I thought I'd call and see what kind of customer service I could get so we could get a new one. The rep told me Durablend has a 4 year warranty and I told her we did purchase it in 2010 so that meant we passed our 4 year mark. I asked her to go ahead and file the claim and she told me to email pictures to her, which I did. I just found out they denied my claim because it's 6 months past the warranty period. It's great they offered a much longer warranty than what's on the website but I didn't even know about the 4 year warranty - it is not mentioned anywhere on Ashley or Ashley Home's websites. It clearly states fabric has a 1 year warranty. Their website is misleading about the warranty. Using "dura" as the prefix is misleading as they misrepresent this as a durable product and it is NOT. There are several complaints just like mine on the internet. I would not be complaining if the loveseat cost only $300. A $750 loveseat should not need to be replaced within 2-4 years with no animals and normal use in a media room. It would cost several hundred to recover it so that's not a good option for a 4 year old frame. Durablend is a weak, short-term product that's for sure!Desired Settlement: I am willing to give the store a second chance with an upholstered product, other than Durablend. I would appreciate store credit in the amount of $500. Your customer care team has my claim info and pictures. Thank you.

Consumer

Response:

[redacted]

Business

Response:

Hello,

Review: I financed a bedroom set through Ashley furniture store. When I received the furniture it was damage and manufactured incorrect I called Ashley store to let them know that the furniture was not manufacture correct, damaged and how I would need a new bedroom set to be delivered. It took a month before a delivery was made and once they brought the new furniture it was worse and more damage than the furniture I still had in my possession. So I ask for a credit on my bill in the amount of $400 instead I received a credit on my bill for $275. I feel that because there is a manufacture defect as well as damage to the furniture upon delivery I should receive a credit on top of what I've already received in the amount of $500 off the merchandise because of what I had to endure over time.Desired Settlement: $500 credit on bill

Business

Response:

Hello,

I wanted to be the person to write a glowing review but my experience echos the experiences of the other reviewers. Great sales staff but horrible delivery service. I placed my order & handed over my $$ on 11/30/2014 with the promise that over 3 weeks was enough lead time to have my sofa, loveseat and tables delivered by Christmas Eve, guess what?? my guests will be sitting on pillows. This doesn't seem to bother anyone I talked with and I was told multiple times to read the fine print, the delivery date is an estimate or I could pick the items up myself from their warehouse in Visalia!! This solution is absurd! After the frustration of talking to the distribution center I called my local store. After talking with a nice sales gal, [redacted] the only solution seemed to be a discount. This isn't what I wanted and does not solve my problem. I would think a large company would hire more staff and rent additional trucks during the holiday season so these types of things don't happen. I'm very disappointed with my experience and would not recommend anyone purchase anything from this store. I understand problems arise but I think in a situation where my items are at the warehouse and I need them for Christmas eve, Ashley could have provided me with a real solution. Over 3 weeks is really too long to wait for furniture to be delivered and in order to retain customers Ashley needs to fix this hick up in their distribution.

Review: I purchased two Ashley Furniture durablend (bonded leather) couches online at [redacted].com a couple of years ago. The issue I am reporting is that the a piece of the the bonded leather has came off during the night, I noticed a few creases that was no there about two weeks a go which I though strange, as the couches are rarely sat on, both couches are still in really good condition, apart from this piece that has randomly fell off. I had this sofa in a beige minky color in a material which I puchased back in 2004/5 which is still in really good condition, I loved the style and the quality of it, and wanted a change thats why I decided to purchase the durablend ones thinking they would have the same quality (how wrong). After discovering this with my couch, I went online and I have seen there has been many reports of the same issue, with pictures almost identical to mine. I also have read how rude and UN-coperate Ashley furniture has been with the consumers who have contacted them regarding this issue and there has been alot. If a couch is only expected to last a certain amount of years then it should be stated, so consumers are aware of what they are buying, no one expects to buy sofas and expect them to have a life span of 2-4 years. Apart from the random falling off the bonded leather which looks disgusting and will only accumulate by the day, the sofas are in really good condition and are like new. Because of the bonded leather just falling off new couches have to be pruchased when the frame and everything else is just fine, I am one of many who has/had this same issue, and ashley should recall all furniture made with this material. If everyone is having the same complaints then there is a genuine issue. I think Ashley Furniture has done its consumers wrong by not making them aware that the life span of furntiure made in this material lasts only 2-4 years if you are lucky. also purchased a dining table and chairs and one of the chairs made from the same material just started peeling away, but I can get the chair recovered unlike my couch. You purchase something and expect it to last unless otherwise stated.Desired Settlement: I would like the sofas replaced with something that lasts like my original sofas were supposed to.

Business

Response:

Hello,Thank you

for contacting Ashley Furniture Industries, Inc. We appreciate that you have

notified us regarding Ms. [redacted]’ concerns. We take these matters seriously and

want to ensure the proper steps are followed so a resolution can be reached in

a timely manner. Ms. [redacted] purchased furniture from an

authorized Ashley dealer, Army & Air Force Exchange. Ashley dealers

are independently owned and operated and are responsible for processing

warranty claims at the retail level. It states in the Claim Procedure section

of the warranty booklet Ms. [redacted] should have received with her furniture, “If

a problem should arise which you feel is covered by our Limited Warranties,

contact the Ashley Furniture Industries, Inc. authorized retailer from whom you

purchased your furniture.” I took the liberty of

forwarding the information provided by the Revdex.com to the Ashley Marketing

Specialist that works with the [redacted] stores. The Marketing Specialist will

assist store management with this claim and will instruct them to contact Ms. [redacted]

to discuss her options.If you have

additional questions or concerns, please consider contacting the [redacted]

corporate office at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Business

Response:

Hello, Ashley Furniture Industries, Inc. has done every thing they can to assist this account with Ms. [redacted]' concerns. She will need to continue to work with [redacted] store or corporate customer care. Ashley does not have access to each of the stores individual sales records to see the status of her claim. Please close this claim on behalf of Ashley Furniture Industries, Inc. Sincerely, [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

Consumer

Response:

We moved into a new house October 2013 so went to Ashley Furniture and purchased/financed ~$9,175 in furniture. We bought the furniture 10/12/2013 and 10/13/2013. We purchased all the furniture in 2 transactions and we received the first transaction/delivery as promised (~$5,000 worth of furniture). Our paperwork read that we had an estimated delivery date of 11/22/13 for the second transaction. The second transaction that was estimated to come 11/22/13 did not come and we called the store before Christmas time to see what was going on and the manager said to us "didn't anyone tell you your dining room set was discontinued?" and we said no and that we were told via an email from the sales floor person that it was would not come in on time but we did not know it was "discontinued". We had a kitchen table and a dining room table/set on the second transaction. I told her I was upset because I would like to have at least one of the tables by Christmas as we had no where for our family to sit for Christmas dinner and she said she would try and get a table off another order and get it to us before Christmas and then give our table to that other customer when it came in finally. She did say they would refund the delivery fee of the second transaction and $300 off our order. So we waited and they never called me back to deny or confirm that getting us a table by Christmas would be able to happen. I emailed our floor salesman Christmas Eve to see what was going on with the furniture and never got a reply even to this day. I called the store back after Christmas and asked again about delivery of our tables and why they never called me back to tell me if they could get us a table before Christmas or not and the manager said "ma'am we would never be able to take a table off someone else's order and give it to you." She said she had never said that. I told her I would not just make that up and I asked for the price of the table off our order because we were dissatisfied with the service(we spent near $9,175 total at their store in those 2 transactions so that would've totaled ~$1,000 or ~10% off the total amount we spent there) and she said "ma'am there's no way I can give you off the price of a $1,000 table, that is all we can do!" After this I asked for the Store top manager and she told me his name. I left 2 messages for this manager on 2 different occasions and he has never called me back. It is January 16, 2014 and we still are missing 3 pieces of our furniture. Two of the tables came in early January and were delivered and we were promised the rest of the pieces by January 9th. The customer service rep called and said "we made a mistake, your media cabinet is in but your buffet and china cabinet are still not in yet". He told my husband he would call us back this week (1/13-1/17/14), to tell us what is going on. We have not heard anything from them as of today. Needless to say, we are very dissatisfied with the customer service, the lack of communication with not keeping us informed or calling us back, but most of all, the fact that we ordered this furniture over 3 MONTHS ago and still do not have it all delivered!

Review: BACK IN NOV. 2014 I PURCHASED A BEDROOM SET FROM ASHLEY'S FURNITURE STORE IN BALLWIN, MO. WE MADE ARRANGEMENTS TO HAVE THE SET DELIVERED TO MY HOUSE. WHEN THEY DELIVERED THE PRODUCT, THEY FAILED TO COMPLETE THE PROCESS OF PUTTING MY BED TOGETHER. THEY HAD THE WRONG FOOT BOARD FOR MY BED AND TOLD ME THEY WOULD HAVE TO GET THE RIGHT ONE BEFORE THEY CAN GO FORWARD. I HAD TO CALL, NOT THEM CALLING ME BACK ABOUT THIS FAILURE TO DELIVER AND SETUP ALL OF THE PRODUCT AS AGREED. MADE ARRANGEMENTS AGAIN TO HAVE THEM COME BACK OUT TO MY HOUSE TO FINISH THE JOB RIGHT AS THEY SHOULD OF DONE THE FIRST TIME, ONLY TO HAVE THE SAME THING HAPPEN ONCE AGAIN. DID NOT HAVE THE PROPER FOOT BOARD, SO THEY COULD NOT FINISH THE JOB. IT HAS BEEN OVER A MONTH AND I AM STILL SLEEPING ON MY MATTRESS ON THE BEDROOM FLOOR. THEY DELIVERY TEAM TOLD ME THAT SOMEONE WOULD CONTACT ME A.S.A.P. ABOUT GETTING THIS TAKING CARE OF.... WELL TO THIS POINT STILL NO CONTACT....Desired Settlement: PLEASE, COME PUT MY BED TOGETHER A.S.A.P. AND COMMUNICATE WITH ME ABOUT THE PROCESS DUE TO THE LACK OF DELIVERY OF THE PRODUCT.

Business

Response:

Hello,

Review: We did the 90 day same as cash they offer and was not told the end date and the pay off date before we left. We came to pay it off and couldnt

We came into the store to buy a bedroom suite. However instead of just paying for it with cash since we wanted to work on our credit we did the 90 days same as cash. They lady never told us the pay off date. We came in on the 15th of the month (since that was the date of our payment) and was told it was too late. She was very rude and stated well I was going to call you and two others but I was lazy and didn't feel like it. So we asked to speak with her manager she advised it would be her DM which was fine we still wanted to speak with someone and see if there was something we could work out since they failed to tell us the correct date. We waited a month and never heard anything so I called back and spoke with a male he pulled up the file and stated the DM has notes where she spoke with me and what phone number she called. First thing is that the number she called was my boyfriends so she wouldn't have spoken with me unless we would have been together. And second if we would have spoke why would I have called and complain that we never heard from her. So the customer service that they are setting an example of having is not true and they don't disclose everything they should when doing the 90 day same as cash offer. I have tried to call to get this issue fixed but with no one willing to work with me this is my last resort. We should have only paid $900 for the bedroom suite but now we are stuck paying $2200 if not more because they are not willing to admit their mistake or work with us in some other way so we don't have to pay $2200+ just the original amount we should have paid in the first place.Desired Settlement: We should only have to pay or original agreement since they failed to tell us our pay off date and are unwilling to work with us in any other way.

Business

Response:

Hello,

Review: I ordered furniture for my son's graduation on May 6th, 2014. Still no furniture, party tomorrow. No honesty. From Staff at AshleyHomestore,[redacted] We purchased a entertainment center on May 6th,2014. I stressed during the purchase that this was for a graduation on June 6th and I must have furniture by then. The salesman stated "no problem, it will be May 20th. Well, the delivery was pushed back to May 25th, "No problem,it will be on time." I was assured. I asked them not to let me go until the last minute..I would just pick another piece of furniture. Nope, it will be here! Then pushed back until May 31st! No problem, it will be there before June 6th for sure. Ok, but we are having a party and I will get something else if this is on back order. "no problem it will be on time" Confirmation for delivery June 10th!! After calling and letting them know this was not except-able, they called and tried to get a rush put on it. After several phone calls..we can deliver it on June 6th early in the AM...first delivery. [redacted] in the warehouse was called and this was confirmed. However, If you don't confirm the delivery on Thursday, June 5th, we won't bring it. I said, "I paid for the furniture in May, have been waiting a month, please bring the furniture ASAP! Nope..if you don't confirm, we won't deliver it! OK, I said, I work nights so after waking up at 1:00pm and not receiving a confirmation call on Thursday the 5th, June. I called them. We would like to confirm delivery for 2-5pm on June 6th (my sons graduation day) I guess I could have my out of town company help me put the components in my new entertainment center. I said if you can't get the furniture here before 12'noon then I will have to cancel the order. By the way, what happened to the "first to be delivered on Friday thing" [redacted] in the warehouse couldn't read the special order delivery instructions (even though he was the one that made the arrangement's) The [redacted] customers are being delivered first! Well couldn't you bring my furniture first considering the circumstances. No, [redacted] said he can't..he saw the special delivery instructions to late! (this is June 5th @2pm) Well you can just cancel the order then...I can't be receiving furniture while my out of town guest are here. Ok, no problem. It is going to cost you 10% restocking fee and we won't credit your card back...we will give you store credit! The last thing I want at this point is store credit. I feel like this store didn't deal fairly with me. I would just have gotten another piece of furniture at Ashley. This is the worst case of customer service vs. PR I have ever experienced. The last word from Ashley was they would TRY to bring it between 12noon and 3pm or I can lose my money. I hope my no one else has to experience this type of treatment.Desired Settlement: I would like the furniture delivered in a timely manner. I would like the furniture delivered before noon on June 6th, 2014 as promised.

Business

Response:

Hello,