Ashley Furniture Industries, Inc.

Review: My problem with them is that I order a bed set and received the wrong bed, so I contacted the company and they agreed to reorder it and it would be no cost to me. The problem is they still did not bring the correct bed, the only thing they replaced was the bottem part to the bed. And does not go together the bed needs to be replaced itself, I have had numerous problems with them about their sets this will make the fourth time they have gotten it wrong.Desired Settlement: I would like to have the correct bed.

Business

Response:

Hello,

Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [redacted]’ 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.

Ms. [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 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 corporate office for the Jonesboro

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 do not hesitate to call me. My telephone number is ###-###-####, ext. ######.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Hello! This is a warning to NEVER buy anything from Ashley Furniture online. I ordered a bed frame over 2 months ago, and had yet to be delivered. I get a confirmation call at least once a week of delivery, but either it's a no call no show, or a representative calls and says "The warehouse can't locate a part" or "Your item is damaged." I have been sleeping on a mattress on the floor for 2 months! And every time I call the corporate office, they blame the delivery department and say I can't be transferred to the delivery department because "they don't take incoming calls." They always say a manager will call back (yea right), because they are busy right now. The time I cancelled my order a manager then called me and I said I will not cancel my order if I can get the bed in a week. She said okay, we set up a delivery date for the following Wednesday, I got a confirmation call the Tuesday before, and the bed never came. Same manager called and said "I'd like to set up a delivery date." I said we did and today was that day. Another time I called the corporate office and the representative said since I ordered online, I needed to call the corporate office. I said this is the corporate office, I've called this number at least 5 times in the past 1.5 months, and she said "Oh, I didnt know this was the corporate office." At this point it is a running joke between my boyfriend and I. Anyway, bed frame was supposed to be delivered today and surprise surprise it wasn't.

Review: I purchased the "Presley Cocoa Reclining, Sofa w/ Massage, Loveseat and Wedge Sectional" with a 10 year extended warranty. Within 3 months there was a problem with the frame. It was difficult to put down the leg rests. It is supposed to have a 5 year warranty on that part. I have contacted Ashley Furniture multiple times and every time they refused to do anything and said I had to contact the retailer I purchased it from. I tried many times, but the company refused to help. I sent them pictures of the sofa and loveseat at least 5 separate occasions. I emailed, called and even wrote a letter that included pictures and mailed it to them. They stopped responding to my emails and voicemails. They claimed all the pictures I sent were never received. They refused to honour the warranty. The frame has a 5 year warranty and I have had the product for 5 years but yet they will not replace, repair or anything. I have informed Ashley Furniture but they claim they cannot do anything if the business I purchased it from will not file a claim. I do not understand why I purchase an expensive product that has a warranty yet the company who manufacturers it and the seller refuse to stand by the warranty.Desired Settlement: I want the items replaced. I do not want the same model because I believe I will have the same type of problems. I paid $1800 for the furniture and have had problems with it within 3 months of having it delivered. I have emails from 3 months after purchase and after going back and forth with the retailer. Ashley Furniture needs to stop refusing to help me when they made the products. Since the retailer refuses they need to take control and not tell me there is nothing that can be done.

Business

Response:

Hello,

Review: Ashley Furniture refuses to deliver my paid item. Two associates advised they could deliver the item to my new address. They now refuse to deliver.

I purchased furniture from the Ashley Furniture [redacted] store in the [redacted]. The customer service representative and 1st sales associate ([redacted]), both stated they could deliver my items to [redacted] if they were not delivered on time in [redacted]. My company movers moved all of my items on 11/25/14. My items from Ashley were delivered on 11/22/14, excluding my mirror. The customer service representative called me on 11/21/2014 @ 5:38 pm on my cell phone ###-###-#### and stated Ashley furniture would deliver my mirror to [redacted], if it did not come before my movers arrived on 11/25/14. [redacted] also said this during our initial conversation. I received a call from Ashley Furniture who advised they will NOT deliver my items to [redacted] and state I have to pick the item up and install the item myself. This is not what I was told by 2 representatives and is not what I paid for. The sales tactics were extremely dishonest. If I would have known this information I would have purchased my items in [redacted]. Because they would lose the sale, they lied to me and told me they would deliver to [redacted]. The only resolution they provided is a store credit only good for the [redacted] store of $69.XX, while the actual mirror costs $150.XX.Desired Settlement: I would like either a refund or the delivery and installation of my mirror in [redacted] as promised.

Business

Response:

Hello,

Ashley Furniture stores are nothing but a SCAM. I bought some leather chairs that were nice in the store (I was assured they were genuine leather) and when they were delivered, they REEKED of chemicals. They smelled nothing like leather. I know this is not normal because I have ordered new leather furniture before, from another major furniture store, and they did not stink at all. These chairs stunk up my whole living room so much that I can't even sit in the same room with them. When I called to ask for a refund, I was told they could not be returned for a refund, but they could order me new ones, or I could have store credit. WHO DOESN'T OFFER A REFUND ON A BRAND NEW PRODUCT???

The Ashley furnitures I bought have very strong and irritant smells which have lasted for more than half a year even though I keep opening my windows most of the time to ensure air ventilation. My husband coughed for more than a month when we first received the furniture, and my nose are very allergic to the odor of them. I can't help but wonder if they are TOXIC!
When I contacted the customer representative of Ashley and asked if they have any certified documents proving those furnitures meet the requirements of the Toxic Substances Control Act of TSCA? They replied no.
And a found that quite a few people experienced the same issue:[redacted]

Less than a year ago, we had purchased our dining room table and chairs. A few months ago one of the chairs I was sitting on broke. I had called the warranty department to replace or fix the chair. They ended up fixing the chair after numerous follow ups. About a month ago, another chair that my 1 year old was sitting on broke and she fell. I had called the store to place my complain and find a solution to this continuing issue. I spoke to the manager on duty, who stated he will call me back by EOD. I waited and waited and never heard back from him till the next day. He left me a voicemail stating that he is still going to speak with the manager and return my phone call. The following day I received a call from the receptionist who said they will replace my chair. At that point I had asked her to have the manager call me back. It has been about 3 weeks and I still have not heard back from the manager. I am very disappointed in the product and the management of Ashley Furniture, especially because my 1 year old fell off this poorly manufactured product.

Review: Purchased furniture set in May 2013 from [redacted]'s (not longer in business, [redacted]). Sofa Set has one piece that is now flaking off leather

Purchased Model # [redacted] Serial # [redacted]

Spoke with Fanicia in Customer Service ###-###-#### and [redacted] in Consumer Affairs Dept.

Company acknowledged that they have had many similar issues and complaints with the model I have.Desired Settlement: Please replace defective merchandise

Business

Response:

Hello,

Review: I purchased a Ashley bedroom set a few years ago. We where moving the furniture to another room the other day, when I took of the mirror from the dresser off. The mirror fell out of its wood backing and shattered into a thousand pieces cutting my arm and missing my 3 year old boy by just a few inches. I was horrified at what could have happened. Upon inspecting the wood backing I noticed it only at 4 dabs of glue applied to it to hold this huge heavy mirror and small pastic clips to supposedly keep it in place. I sent numerous emails to Ashley headquarters and they all referred me back to the store that I purchased the product from. I tried to explain to them that there is a problem in the way these mirrors are applied and to look into there manufacturing process because in my mind it is unsafe to only put a small amount of glue on these mirrors. I provided pictures and there response was ...nothing. I replaced the mirror it cost me 86.00 dollars but it was installed correctly. The glass shop couldnt believe that they would use that small amount of glue to apply the mirror. I have tried to express my concern because I dont want this happening to anyone else and all they do is refer me back to the store that I purchased it from. The store cant help me , they dont make the product. Im not looking for a refund I just want the manufacturer made aware of the issue.Desired Settlement: I want Ashley furnitures quality department to be made aware of the issue that I had, and to fix it so it doesnt happen to anyone else.

Business

Response:

Hello,

Review: aSummary: One-Year warranty for Tempur-Pedic product-a low-profile foundation- sold by Ashley Furniture ([redacted]) was not honored. After four months of waiting period, despite the customer service's reluctance, was offered account credit for less than half of the original purchase price. This incident caused me to obtain another foundation with my own means as the bed caused constant back problems due to nonfunctional foundation, and the resulting indentation in the middle of a ~$3,000-bed. The reason for the purchase of such an expensive bed was to solve/prevent my family's back problems.

1) The purchase of this foundation was made on 07/12/2013 with a total of around $7,000 (Ashley Furniture Invoice #: [redacted]).

2) The support beams of the foundation started to fall apart after some proper use (no kids, no one with need of a constant bed rest in the house)

3) First call to the customer service (agent name: [redacted]) on 06/17/2014 (before the end of one-year warranty).

4) Technician's visit to the house to investigate on 06/26/2014 (still before the end of one-year warranty). The technician reported us that: we were not at fault; repair cost would be more than exchanging the item; therefore, he would recommend a one-on-one exchange, and we should expect a call from Ashley Furniture in two weeks.

5) No one from Ashley furniture called in more than two weeks. I had to call them myself, and, after a long discussion, I was offered $150 account credit for an item that cost $352.44 at the time of purchase, and is still under warranty.

6) I declined the first and only unfair offer, and requested to speak with a supervisor. I was told I would receive a call from a supervisor soon.

7) No progress until I called the Ashley Furniture customer service myself on 10/03/2014 (Four moths after the original call!)

8) On 10/03/2014, I requested to speak with a supervisor, and connected to a supervisor (agent name: [redacted]). I told the events that led to this point and mentioned the $150 account credit. She shut me down almost immediately, and said that they (Ashley Furniture) never give account credits. She also didn't accept that the technician's original recommendation was replacing the foundation. She wanted to check with the technician and get back to me on 10/06/2014.

9) I received her message on 10/06/2014, and returned her call the same day. She-the same person who said no account credits were given-offered me a $150 account credit. I explained her that I had originally paid $352.44 for the foundation, had to sleep on the $3,000-bed with an indentation for more than 3 months (causing back issues), and still ended up replacing it myself. She implied that it was a take it or leave it offer. I had to accept the offer only because I didn't have deal with the customer service any more.Desired Settlement: OUTCOME: I would like to receive full credit of $352.44 (plus applicable tax paid during the original purchase). I should also expect a courtesy call for the inconvenience, but I am not confident that will happen as I didn't hear any evidence of sympathy from the customer service during this ordeal.

Ashley Furniture's treatment is wrong on several grounds:

1) Promised warranty has not been honored by Ashley Furniture. (They had no problem charging me about $7,000 when we purchased our bedroom and living room sets from them.)

2) Customer service, after talking to several agents and one supervisor, was not able to resolve even an item that is under warranty with no doubt. How should the customers expect their help/service in a more complicated situation?

3) Ashley Furniture may not mind loosing my and my acquaintances' business-as they successfully have done-, but they are hurting Tempur-Pedic brand as well.

Business

Response:

Hello,

Review: This corporate office refuses to take ownership of an issue in having with an Ashley furniture home store in [redacted]. I ordered a couch and chair in Sept 2014. The chair never got delivered and when I inquired why the store manager said no one should have promised it would. I paid in full at the time of order. In January I demanded a refund for the chair. The couch immediately had a recliner break they got a service guy out who said it was fixed. I tried the recliner as he was loading his van. It wasn't fixed so

He said he'd just order a part. One month later I called back to the local customer service group and the said the part had never been ordered. They actually thought shipping directly to me to let me fix myself would be a great idea. Two weeks later they called to let me know the part was in so I could take another afternoon off work and they could fix it! I called in the day of fixing to let them know id be late so needed the service guy to call me in his way so I didn't miss him. At the end of the two hour window I called the store who told me he had been there at 340 and no one was home. I am so fed up with this couch and this company. All I want is for them to give me my money back and take the couch the customer service is terrible. I've been friendly and attempted to work with anyone I can talk to just to continually get a "we don't own this" "not my problem" response. Take some ownership and pride in your job! You clearly have none in your product or you'd make this right. Not one apology,no empathy just rude customer service.Desired Settlement: Take the couch refund my money

Business

Response:

Hello,

About 4-5 years ago we bought a couch which we barely use. A couple of months ago we realized that the wooden frame protruding and the spring is coming out of the bottom of the couch. As any consumer would do we called Ashley Furniture to see what could be done. When I explained the situation to the representative in the consumer affairs department, she was EXTREMELY rude. She said in an extremely offensive tone that she "doesn't know why we bothered calling if we don't have the proof of purchase" and was not willing to help us one bit. We were ready to give her the serial number and everything on the actual piece of furniture, but she would not listen. Now we are stuck and are not sure what to do with this couch as it can not be used until it's fixed. As you know good quality furniture is a long term investment, and we would expect the company to help us with a piece that has been manufactured by them which they will not do because we have not kept our receipts for the product from 5 years ago.

I ordered both a dining room set and bedroom set from ashley furniture on June 5, 2013. I was given a delivery date for around the end of june. Nothing, I went to the supplier where I placed the order and they made arrangements to send me the dining room set since it was the only furniture which was in stock and ready to be delivered. Today is 7/10 and i've been given yet another estimated ship date of 7/29 for the bedroom set. The customer service rep. tell you anything in hopes that you won't cancel the order and I don't know how many more times i'm gonna wait. Bad experience.

Review: I bought some brand-new furniture from Ashley Furniture store in February and those furniture were delivered to my house in April. However, some of those furniture have strong odor of formaldehyde and apparently have serious product quality issues.Desired Settlement: I request Ashley Furniture Executive Office to immediately contact me to discuss about the reasonable resolution to their product issues (strong chemical odors).

Business

Response:

Hello,

Review: I’m writing to complain of the poor service I received form your company on May 9, 2015.

Due to the bad customer service of your company I have been displaced and inconvenienced. A delivery time between 9 and 10 scheduling made it 3pm the afternoon. Not only were the deliveries late, I was told upon arrival it was because of waiting for a mattress set for 2hrs that never arrived. Between your company and the company you employ for deliveries there was a disconnect, and this disconnect is what has now caused me to be angry. First, I was never told until I made a customer service call that the mattresses I purchased were on back order and wouldn’t be delivered. Second, your customer service representative showed no compassion for a lack in communication that didn’t include me. My obligations were met once I purchased my furniture. At the time of selections and purchase I spoke highly of a company I felt was credited and held to a higher standard than every day furniture stores, but to my surprise lack in service demoted your company standards. Not only did I not receive my mattresses, the same customer representative was told that one of the drawers in the dresser had a technical problem of not opening. Again no compassion for my issues at all. With no intentions to aide in the problems I had at that time I ask to speak to a supervisor. Awaiting a response after 20-25 minutes of no communication I disconnected from whom I believe her name was [redacted] and called back to get an answer from an additional rep and was told a delivery at the earliest would be Tuesday May 12th. I am most annoyed that I wasted a morning, an afternoon, along with half and damaged materials that I in fact paid for. My impression of your company has been tarnished, I am now concerned for those who held your company to a level of great business as I did prior to my last purchase. With that being said I have researched information as to contact the Revdex.com.

Please contact me at your earliest as to how I can be compensated for not only my time, living out of boxes due to my clothes not being able to be inserted into the drawers, and also having to sleep on the couch because of not having mattresses to put on the bed in which I purchased.Desired Settlement: When purchasing the items I fulfilled my obligations as a customer as the retailer those obligations weren't filled. I feel as if I'm owed a billing adjustment because of promises that weren't kept!

Business

Response:

Hello,

Review: On 3/14/15 I went into the store in [redacted] and purchased $2674.68 in furniture (3 bed frames, 4 night stands, pub table, & 6 table chairs) and everything was to be delivered on 3/19/15 between 3pm and 7pm. I took at half day off of work (missed 4 hours @ $37.50/h for a lossed income of $150.00) to be home for the delivery crew. Around 6:50pm I made a call to the Customer Service number I was given to ask what was going on with the delivery. After being on hold for some time I was informed that the drivers are 3+ hours behind and they were "shocked" I didn't get a call already. Said I have not been contacted and they confirmed the same. I was informed that the delivery drivers would be at my home around 10-11pm that night and they were going to refund my delivery charge for the inconvenience and a check would be cut on 3/20/2015 as they cut checks every Friday and the worst case it would be cut on 3/27/15 if it didn't get approved by the 20th check run.

Got a call at 9:55 from an automated system saying the delivery drivers would be at my house in 10 or 15 min's. About 10:35 the drivers showed up and got everything setup but we noticed that one of the 4 night stands were damaged and fixed poorly, the driver said that he could leave it but it would take 3-4 wees to have it replaced or "I cant mark it refused and have a replacement out to you tomorrow on my way home around 6-7pm seeing I live down the street". I said no problem just deliver it tomorrow. Driver was done by 11pm.

I have been calling daily for 2.5-3 weeks and the story always changes FINALLY got my delivery refund check just a few days ago (took 30 days not a few as they claimed every call) but I still dont have my $149.99 nightstand. Finally someone from corp called me and he was the one who was able to get me my check but he stopped calling back and I dont have his number. I have been promised my night stand and "something to make up for our failure" and that has not happened. I still need to buy more furniture but I dont know if I can trust them. Please help me get my night stand I paid for....Desired Settlement: For starters I want the nightstand I paid for to be delivered as soon as possible. If that happens we can call it a wash. But if they want to gain my future business as they have informed me they do I need something in return. I have informed them I need the rest of the matching bedroom set, area rug, entertainment center, 3-4 lamps, coffee and end tables, etc for my new house. If they want my future business they need to recover my lost income for taking off work as well as something towards the purchase. I made an offer before to keep the delivery charge they refunded and if they take in account my lost income it would cover the rest of the matching bedroom set and just deliver that with the night stand but never got a reply. The ball is in their court they can handle it as they see fit but I must get my matching night stand or this will have to go further.

Business

Response:

Hello,

My name is [redacted], and I wanted to tell you about my experience at Ashley Furniture in Pensacola, Fl.

I was in the market for a new house, and wanted to get new living room, dining room, and bedroom furniture. A friend suggested I look at Ashley. So I did.

When I arrived I was greeted with a very sweet sales lady named [redacted]. She asked how she could help me, I told her I wanted to browse, and she respected my request.

As I looked around, [redacted] would find me and politely ask if I had any questions. I did. She answered all my questions, looked up all the furniture items for me and then made sure I got the very best price available. I left without buying anything. [redacted] was so helpful and wrote down everything I was interested in so I could reference if I came back. She never once pressured me.

I did come back and purchased some of the furniture she had written down. I wasn't ready for the furniture to be delivered, because I hadn't decided on a house yet. She assured that would be okay.

[redacted] went the extra mile for me! I bought a house 2 weeks after I purchased my bedroom furniture from her. It had not been delivered to me, but it was at the warehouse, ready to be delivered. I realized I couldn't fit the bedroom furniture in my new house. I called to see if she could help me with my dilima. She was very understanding, and told me she would do whatever she could to get management to let me pick out something different without any restocking fee. She did it! I got my new furniture and love it! I have many compliment on it, and will always recommend [redacted] and the Pensacola, Fl. Ashley furniture store. Thank you [redacted]

Review: We purchased a sofa and love seat set from Ashley furniture store in [redacted]. We called the day after delivery due to issues with the sofa and was told someone would contact us they didn't call so we called again and got the stores corporate number. We called telling them of issued and was told first it was a warranty issue we called warranty company and we're told it was a merchandise defect therefore we need to contact Ashley which we did. We were then told to e-mail pictures to the which we did didn't hear from them therefore contacted again and was told they were setting a time for someone to come repair the sofa. We told them with work schedule they would have to make it a morning appointment they agreed then set up an afternoon appointment which I called back and told them no one would be home and I had advise them at first call it had to be a morning appointment .after. 3 months finally someone came but the repair did not fix the issue made it worse . We then contacted the company again at which this time it became a battle. We went to our bank and filed a dispute at this time is still ongoing but we feel that Ashley should just pick up there furniture and be done the repair which we sent pictures of to Ashley was unsatisfactory and makes a new sofa look used.Desired Settlement: Refund and pick up there furniture . As far as repair there is not a repair that could fix this defect.

Business

Response:

Hello,

Review: I purchased a sectional sofa from the Ashley Home store located in [redacted] on 07/05/2014, so far there has been 4 delays in delivery.

On July 5, 2014 I purchased a sectional sofa from the Ashley Home Furniture [redacted] store located in [redacted]. When purchasing the item, I was told it could not be delivered until 08/14/2014, because there was none in stock and the warehouse had to put it together.

On 08/12/2014 I received a call from an Ashley representative stating that they couldn't make the complete delivery by 08/14/2014 and it has been delayed until 08/26/2014. They stated that everything else was in stock and ready to be shipped, but the chaise lounge was delaying the order. Upon this call, I contacted both the local store and customer service line asking for a refund, they said it was against there policy. There policy said that they can only issue a refund within 48 hours of purchase.

Then on 08/22/2014, I received another phone call from an Ashley home store representative, this time they said my order won't be able to be delivered until 08/29/2014. The excuse this time was that the chaise lounge part was not finished yet. Once again, I called up the company asking what is going on and if I can receive a refund.

Also, throughout the conversations, they stated they can ship out the available pieces. What good is 2 out of 3 pieces going to do when it is not complete?

Then today (08/25/2014) I receive yet another phone call from Ashley home furniture, stating that they can't deliver my complete order until 09/20/2014 because the love seat part of the sectional is not completed. Even though prior conversations stated that the chaise lounge was the only piece remaining. The representative I talked to today, suggested I come back in the store and find a new piece of furniture, with no guarantee of actual delivery date. Why would I want to go and buy more furniture from a place which has had $1,600.00 of my money for nearly 3 months and cannot delivery anything on time with multiple delays. Everytime I try to get somewhere with the Ashley, the corporate side says you have to contact the local store, where as the local store says they can't do anything about it because it is Ashley's warehouse at fault.

Ultimately, even though it is against Ashley's policy, I would like to receive a full refund promptly. I strongly suggest to Ashley that review their policy on refunds, especially since they can't deliver anything on time. I will never shop here again and advise my friends and family from shopping at any Ashley Home Furniture Store again.Desired Settlement: I would like a full refund of my purchase price including the shipping fee. I absolutely do no want in store credit, as I refuse to shop here anymore.

Business

Response:

Hello,

Review: I have had endless issues with this retailer. My problem(s) began when I received my furniture in January of 2014 and a dresser (Cottage Retreat) was delivered damaged. I was told that I had 3 days to exchange or return any piece of furniture that was not to my satisfaction. The same day I called Ashley Furniture whom demanded that I have a technician come and service the furniture which took and additional month and a half to complete. The urgency of my complaint involves my 5 year warranty, which indicates that it covers stains, punctures, rips and burns, liquid marks, gouges, dents, scratches, damage by nail polish remover, cracking or bubbling, peeling of finish caused by a specific incident. During the course of the year that I have had this furniture I noticed small knits in the leather finish in the base of my sofa and swivel chair and also the flatting of the pillows and cushions. Surely, in my mind this furniture isn't even going to hold up to the 5 years but at least I have the warranty which advertises specific damages in addition to a "replacement promise." It wasn't until the swivel chair needed repair that I was told by customer service my warranty didn't cover scratches nor anything else indicated in the information given to me by my sales associate. I was only able to get the chair serviced by a technician because I was still under my manufacture warranty which expires 1/23/2015. I find this information very disappointing and misleading as this warranty cost an additional 399.99, which could have gone to another piece of furniture due to Ashley Furniture failing to deliver their promise.Desired Settlement: I believe satisfaction of this complaint would require a refund of the warranty as it would remain unused due to the false covered damages specified above.

Business

Response:

Hello,