Ashley Furniture Industries, Inc.

I will literally never purchase from Ashley Furniture again. I have been going back and forth with them for almost a month now and have had to take off 3 days of work to wait for their 3 hour delivery window. They delivered furniture that was damaged and I called the same day it was delivered. They said they would send someone out to "repair" the furniture. I quickly informed them that they would not repair a $2000 couch that was brand new. They then scheduled a visit for a tech to come out and take pictures. Literally stayed home for 3 hours for him to come in and take two pictures and leave. I then waited a week to get the status of our in home "tech" visit. However, no one was going to call me and I eventually had to call them and get answers. I got answers and scheduled the delivery for the new couch and TOOK off WORK early to be home for the delivery that they sent me a confirmation for. I wait from 1 -4 today and call at 4:35 and they let me know that they had nothing scheduled for me today. I am now on hold and have been on hold for 20 minutes. They have just answered the phone and told me that the reason I am not receiving my furniture is because someone entered my zip code as 77083 instead of 77084 and I would not receive my furniture today! So no one could call and get that corrected? THE WORST CUSTOMER SERVICE EVER They just lost a customer who has to furnish an empty 4 bedroom home!

Review: On June 12, 2014 we went into the Ashley Homestore located in [redacted]. We were there to look at and possible buy a larger dining table with 8 chairs, and too look at living room furniture that would accommodate our family. We made our purchase and was offered the 5 year warranty plan buy our sales consultant [redacted]. She recommended us to purchase this because we had told her we had 5 children. She said everything would be covered unless any issues came from " paws and claws" and since we have had no indoor animals, we thought there wouldn't be a problem. Our total amount came to $4,361.40 plus $532.50 for the 5 year extended warranty. Our furniture was delivered on July 12th our furniture was delivered. It was a Saturday afternoon when it arrived. We had company in from out of state and we had waited til furniture was delivered so we could go out to dinner. The delivery men unloaded set everything up, we signed a paper stating it was delivered in good condition BUT however we did not look over every inch of the furniture. The next morning when we sat down for breakfast we noticed tiny white scratches on the table top on 2 different ends. I called the distribution center on Wednesday morning ( July 16th) as soon as they opened up to let them know. They said they had to schedule their service tech to come out which was set for Aug. 14th. Thru this time we noticed more and more white scratches appearing on the top of table. When the tech finally came he took pictures of all the scratches and he also noticed a bubbled up knot on one side of the table. He then made a comment to myself and our oldest daughter that sometimes they rush orders out of the factory before they are set up just to ship out the orders. He said he would write report along with pictures and someone would call the next week. On 8-19-14 [redacted] from the distribution office called and said they came to a conclusion that a plate was slid across the table and that made the scratches. they would not discuss the bubble knot in the side of table. I called the distribution office back on the 20th and talked to a female rep and tried to explain that there was no way a plate done these kind of scratches and a plate didn't make a bubble/knott on the side of the table. she said she didn't know anything and that the woman that was handling this was not in and she would have her call me back on 8-21-14. I waited all that day and no call. [redacted] called on 8-22-14 and spoke with [redacted] and she told [redacted] they were not fixing our table or replacing it because all the scratches were from a fork, remind you they kept saying a plate before, and she also informed [redacted] that they only sell soft wooded tables and we should have covered it up with a table cloth. We were never told about any soft wooded table OR was it ever recommended to use a table cloth. Why use a table cloth to cover a real wood new dining table?? We did contact [redacted], which is who we used to finance all this furniture, it was in dispute for 2 months, and since Ashley furniture stated we did all these scratches we needed to file a complaint with our 5 year warranty service I called on 11-3-14 to [redacted] after receiving the letter from [redacted], I spoke with a [redacted], she contacted Ashley Furniture Homestore by email. She was suppose to call me that same day, never heard back from her, called and spoke with another female rep on 11-9-14 and she informed me since the damage was there on delivery and damage in the wood itself it is all on Ashley furniture and that the 5 year warranty plan we paid for will not cover our table. I called on 11-8-14 and talked to the woman at the desk in the Homestore in [redacted] and talked to her about this, she wanted to know my sales reps name, I told her and I told her I had left messages for her several times during these months and never once did we get a call back. She told me she would have her call me that day when she came in because she said that our rep [redacted] should be helping us and help make calls. She also told me to call and ask for [redacted], the manager of distribution center and talk to him also. I never got a call back from [redacted], I called and left a message with Josie at the distribution center on Saturday morning ( 11-8-14) and she said she would talk to [redacted] and call me back on Monday 11-10-14. It is now 11-12-14 and no one has called us back. After spending this much money at their store they can not even offer to help get our table fixed or even return a call. This has been so stressful, aggrevating and upsetting. All we wanted was nice furniture for our home and our family to love, enjoy and share. Our table is horrible and looks like it came from a yard sale. WE will never shop at Ashley again and we will never recommend. We have always bought from big sandy but liked this furniture more but it has been a nightmare and a mistake from the beginning. In my opinion( [redacted]) the table top is too soft or the last coat was not set up all the way. We even asked [redacted] at the distribution office if they could send out another tech to look to get a second opion and we were told no.Desired Settlement: All we want is our table fixed and fix right, in perfect condition.

Business

Response:

Hello,

Review: Purchased a double recliner, after approximately 3 months the recliner looks like it is years old. Did not hold up to use, sags, no support, padding crushed.

Ashley's warranty policy states a 1 year warranty to repair the furniture. Ashley wants to charge me for half of any repair which is not in their warrant disclosure.Desired Settlement: Want to have double recliner replaced with single recliner as I have purchased with Ashley. I am not asking for any refund, just a replacement.

Since Ashley violated their warranty policy this is what will satisfy the issue.

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] or the Revdex.com would like to reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom 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. Thank you. [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Consumer

Response:

Ashley does not stand behind their warranty, they want to charge me for repairs even under the warranty.

Review: I bought a bonded leather leather couch and chair. After 18 months a cushion on the couch was starting to peel. I tried to reach out to the seller and manufacturer (Ashley Furniture) to inquire about correcting the issue only to be told that the products were 1) not in warranty 2) that I could not purchase replacement cushions 3) There is no good way to repair bonded leather and that it starts to break down after a year.

At this point I now have peeling on the chair, 2 pillows are completely breaking down, and the cushion looks horrible. I cannot locate a local repair store that will even touch bonded leather. So after the money I spent for this furniture within about a year I will need to pitch it because it will look horrible!Desired Settlement: A refund or credit towards furniture that would last longer than 2 years! This furniture should have lasted at least 5 to 7 years with heavy wear...

Business

Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [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.

We request that Mr. [redacted] either mail, e-mail or fax us the following information:

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available

*your name

*your address

*daytime phone number

Our fax number is: ###-###-####.

E-mail address is: [redacted]

Our mailing address is:

Ashley Furniture Corporate Office

Attn: Consumer Affairs Department

Thank you!

Business

Response:

Hello,

Review: Store is giving me the run around when trying to collect my store credit after not using the montage plan that should be refunded if not used in 5year

In 06/2009 I purchased a microfiber sectional sofa and complete living room set along with a Montage plan for an additional $284.00. The plan for the montage was if it was not used within 5 years I would be able to receive a store credit. In 06/2014 I called Ashleys furniture place to inquire about the store credit. The CS that answered the call stated I was correct and had a store credit of $284.00. She stated she would email the corporate office regarding this credit since they were not opened during the weekend and I should receive a phone call from someone. Four months later (10/18/2014)never did I receive this call therefore, I entered the store on 10/18/2014 inquiring about my store credit again. CS in the store looked up my account and stated she would email the corporate office to ask about it. I told her that the first person I spoke to stated corporate wasn't opened during the weekend. CS told me that she would send the email expedited and let them know I was in the store ready to shop. I gave the CS my phone number in case she hears back while I'm in the store to see what I can buy. Before I left the store I told the CS I was leaving and to give me a call if she hears back from Corporate. Never did I receive a call. I called today the CS I spoke to stated the store doesn't give out store refunds that the refunds come from a third party (MONTAGE) and transferred me over. CS for montage picks up and tells me they only offer the protection plan and do not give refunds. Since the store had the promotion plan they are the ones to give the store credit. I called back to Ashleys and spoke to another CS and gave her my story and she states they are on a new system and don't have any of my information since it has not been transferred from the old system. I asked to speak to a Supervisor placed me on hold for 10 minutes and finally a [redacted] picked up the line and told me the same story that their system is different and they would have to go look for my information in the old system. I asked [redacted] isn't this something that should have been worked on since June the first time I called. I mentioned to [redacted] I just want a check cut in my name to resolve this issue. He stated no refund checks are allowed only store credit. I told him I did not want store credit anymore since there is nothing in the store that I would like to buy at this time. I asked how long would the store credit last and he said he believes its only good for a year!!! While I had to wait for 5 years I would think the store credit would be for the same amount of time I said to him. I asked to speak to a manager which he refused to forward my call and stated no one was available due to in meetings or out of town and also added that I would get the same response from the Manager as well. He jotted down my information and I asked him how long before I would hear back from him since I never heard back from anyone. He stated within 24hrs. At this point I am very upset from all the running around I am having to do just to get my store credit.Desired Settlement: I want my full refund send in a check instead of store credit. I refuse to buy anything from this store again and have to deal with issues that are never resolved within a timely fashion.

Business

Response:

Hello,

Review: We bought our sofa and picked it up from the store. We put it in our house (no damage was done to it) and in a short time I realized that these couches where not the same as the ones on the showroom floor. The were uncomfortable, after a few minutes of sitting in them you'd sink in and have to struggle to get out. One seat leans horribly to the left like there is no support under that side of the cushion at all. I drove down to the store and sat on the sofa in question again. It was firm and very comfortable. Not the same sofa at all. I called customer service about the quality. She tried to tell me that it says if you pick it up they're not responsible for the product. It states plainly that they are not responsible for any damage you may do to it in transit. She is interpreting that to say that that covers my issues. She said because I picked up the sofa I would have to pay $129 trip fee for someone to come out, or I could bring them back to the store to be inspected. They don't guarantee that they will do anything about the couches so I have the horrible feeling that I would be paying $129 for someone to come out and say, yep these are poor quality couches. Sorry, you got suckered. I spent $1900 on these two sofas with a warranty. The warranty doesn't take effect for a year and doesn't cover shoddy workmanship only damage and spills. No returns, no exchanges is their policy. I was told by customer service she could call the owner and let him know, but he won't do anything about it. I don't know why I didn't look up Revdex.com website before I visited this store, although this business carries a A+ rating, their actual percentage of unhappy customers is very high. On a side note, although it states on the back of the receipt that it is highly suggested that you inspect your furniture before you leave the store; The couches are heavily wrapped in plastic then put in boxes. The warehouse laborer does not ask if you would like to open them, he just loads them into your vehicle. I would never have thought to take all the protective wrap off at the loading dock and to sit in all the seats of the couch before I brought them home.Desired Settlement: At this point I would really prefer to get my money back and take my business elsewhere. When I test drive a vehicle and place my order, I expect to pick up exactly what I ordered, not something that looks like a Cadillac but runs like a Pinto. I want two sofas that are equal in quality to the showroom floor models. I don't want to pay anymore money on top of what I've already paid.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the [redacted]store, along with a request for them to investigate this matter further andcontact Ms.[redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.[redacted]

Business

Response:

We are very sorry to hear Ms. [redacted] has chosen not toaccept my response to her Revdex.com claim. Since each of the stores are independently owned andoperated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have accessto each of their individual sales records nor are our computers linkedtogether. Therefore, Ashley Furniture Industries, Inc. is unable to look intoher concerns further. Which is why we refer her to contact the [redacted]HomeStore Customer Care department at ###-###-#### for further assistance. However, the [redacted] HomeStore has brought it to ourattention that they have service scheduled with Ms. [redacted] for August 20,2015. Please consider this claim closed on behalf of AshleyFurniture Industries, Inc. in Arcadia, WI. Sincerely, [redacted] Ashley Furniture Industries, Inc.

Consumer

Response:

Sorry, I don't have a reference number from you and I've been away from my computer for a while. It was regarding Ashley Furniture and a set of sofas I bought from them. I was again contacted by the local store in Indiana that I made the transaction through. This time by the actual service manager and not some office girl pretending to be the manager, and he absolutely did what he could to rectify the situation. They sent out a technician to add foam to the sagging cushions and they are much improved. However, whether that is the same as having a well built brand new sofa I don't quite know. Will I ever do business with this company again, probably not. I appreciate your offices attention and diligence. Thank you for your time.

Review: I purchased almost $7,000 in merchandise from Ashley Furniture Home Store in [redacted] in mid June. At the time of purchases I told delivery of products would be on July 15th. Prior to delivery, on approximately July 12-13th I contact Ashleys to verify time schedules and only then was I informed furniture was not ready and would not be delivered until later in the month. I informed Ashley's this would not work as I had already disposed of old furniture to make room for new purchases since they never contacted me to inform of a delay otherwise. I was able to negotiate a partial delivery on the original promise date of July 15th after numerous phone calls to management and headquarter personnel. At this point I was then informed the remainder of my furniture would be delivered on July 28th, 13 days after original promise date. Then on the 28th of July, when nobody showed as promised, I contacted the business again only to be told I would not be getting remaining order until the 11th of August. now 26 days from original promised date. Today is now the 11th of August and I just received word, again after I personally made contact with Ashleys, that my order would still not be ready before the 31st of the month, almost 50 days from original delivery date as discussed during purchases. At no point throughout this ordeal has Ashley made the effort to contact me and inform me of when or why my order has been delayed, they simply leave me waiting each time for a deliverer that, as of yet, has yet to show forcing myself to contact them only to receive another false promise.Desired Settlement: I simply wish to have my order, as accepted by your store, to be delivered in a timely and efficient manor. If this can not be completed simply have the integrity to admit as much and stop leading a consumer along to collect payments of services and products you are unable to provide. Furthermore, please implement or otherwise enforce a policy that would allow for the proper notification of delays so your paying consumers can plan accordingly.

Business

Response:

Hello,

Review: I ordered couch set and chairs/tables 4/17/14 & still waiting on couch. I asked for full refund on livingroom furniture because of horrible customer service & rare call backs from management. When I finally received call back [redacted] at [redacted] store said no, nor any discount for my trouble. On June 10 I asked him to have delivery peopeople come and get furniture and issue refund ASAP. He again said no. I haven't heard anything since but still paying [redacted] (6 month free financing).Desired Settlement: $3,200.00

Business

Response:

Hello,

Review: My husband and I purchased 2k worth of furniture on 1/26/15 and it was due to be delivered on 2/13/15. It didn't happen

My husband and I purchased 2k worth of furniture on 1/26/15 and it was due to be delivered on 2/13/15 (because we were having a housewarming party on 2/14/15). After not receiving a call 2-3 days prior to delievery to let me know what time I called the store I purchased the furniture from ([redacted] store), they transferred me to the Delivery department who told me my accoutn was on credit hold and delivery wouldn't be until 2/27/15. I then called the store back to find out one, why I wasn't notified of this hold prior to my scheduled delivery and two,what the hold up was? This call was taken by the "manager" whose name was [redacted]. She told me she would check into it and call me back. This was around 10:30am and I received a call back from a girl named Ashley around 12pm who claimed that my account was on hold because we didn't sign the contract to which I told her I was looking at the signed contract. She told me she would look into it more and call me back. After I hung up with her I called the finance company who assured me that there was nothing wrong with our account on their end and they were just waiting for Ashley Furniture to send them the paperwork. I then called Ashley back and told her what the finance company said and she claimed she was waiting for the finance company to get back to her. Around 2:30pm from Ashley and she told me that she had contacted corporate to remove the hold and that my furniture would in fact be delivered on the 13th. I waited and hour and called the delievry department who told me there was still a hold and delivery wasn't scheduled for the 13th. I called the store back to which Ashley told me she was wasiting on corporate to get back to her and she would call me back. As of 7pm she hadn't returned my call so I called the store back and of course Ashley was gone for the day but I got the "manager" [redacted] again. I explained once again what was going on since she was the initial person I spoke to and she gave me some crap about how the furniture wasn't ever going to be delivered on the 13th because it wasn't supposed to be at the warehouse until 2/18/15. At this point I hung up with her and called the [redacted] store and asked them to look up the same exact furniture and tell me if I purchased it from them how soon could it be delivered, still attempting to have furniture for our housewarming party and [redacted] informed me that he could have it delivered to my house saturday morning. My husband and I then called [redacted] back and told her we wanted to cancel our order and that we were goign to get it from another Ashley Furniture. She spoke to her [redacted] and somehow magically told us the credit hold had been removed and that the furniture would be delivered Saturday morning and they were going to refund the delivery charge. Saturday morning rolls around and I call the delivery dept to see when to expect them and she tells me delvery was cancelled due to credit hold. I then go up to the store to speak to the manager. I spoke to [redacted]) and [redacted] at sustomer services. After sittign there for almost an hour (pregnant with twins)[redacted] tells me that what has happened is that Ashley originally enetered the info in incorrectly causing the credit hold and that she can fix it but because it's saturday and no one is in the credit department it wouldn't be complete and delivery wouldn't hapen prior to our housewarming party. Being pregnant and emotional I regrettably started crying out of anger and then told them to cancel our order. [redacted], was very helpful and even got me a tissue. Supposedly, the refunded my $325.70 deposit back to my credit card on saturday 2/14/15 but I have yet to see that refund. I called the store today to ask why and got [redacted] who said she emailed corporate but hadn't heard back.Desired Settlement: I want my money back and ASAP!!! I have never had this problem in the past and have purchased all of my furniture from Ashley. Because of this you all have lost a long time customer.

Business

Response:

Hello,

Review: On 3/7/2014, my fiancée and I placed an order for bedroom furniture. The contract documents has an estimated date of 3/18/2014 in which we did not receive the merchandise on this date. So we called on 3/18/2014 to see what was the problem. Well it was explained to us then that the date on contract is only an estimation and of when the products are received in the warehouse and not the actual delivery date. This should have been explained on the day of purchase. So, a manager stated that they would refund the delivery charges including taxes and that I had to sign a new contract. I received another call the next day informing that my order was scheduled for delivery on Friday 3/21/2014 between 10 and 1. Then, about a couple hours later I receive another call stating my order would be delivered Thursday 3/20/2014. So, I called the 866 toll free number to clear things up. I spoke with a rep. named Chris confirming the actual delivery date. He stated that the complete order would be delivered on today, 3/20/2014. However, when the delivery truck arrived it was only a partial order. We have been given the run around since our purchase and this is not acceptable. When I spoke with a rep. today about the rest of my order, she stated the earliest we could receive is, Tuesday 3/25/2014. this is not acceptable.Desired Settlement: I want an earlier delivery of my order. We have waited long enough.

Business

Response:

Hello,

Thank you for contacting

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

regarding Ms. [redacted]’s situation. We take these matters seriously and want to

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

manner.

Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture

HomeStores and authorized dealers are independently owned and operated. All deliveries

are scheduled by their delivery department to which we do not have access to as

our computers are not linked.

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the

Memphis store, along with a request for them to investigate this matter further

and contact Ms. [redacted] to discuss her concerns.

If you have additional questions or concerns,

please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Complaint against [redacted]. Ordered from [redacted] in New York, ###-###-####, order #[redacted]. Order 12/3/13, [redacted] delays exceeding orig quote.

Ashley Furniture is the manufacturer of the product I ordered. They are the cause of the delay, therefore I am filing complaint against THEM, not the retailer.

I have ordered the Hogan Mocha Zero Wall Wide box recliner ASL-[redacted] from [redacted] in New York, ###-###-####, order #[redacted]. I ordered this recliner on DECEMBER 3, 2013. Orig quote was 4-6 wks for delivery. It has been delayed TWICE and today I am told 3 more weeks! That will be 3 months since order date. This is ridiculous. It is ridiculous that the delays are exceeding the ORIGINAL quote. This is terrible customer service and I am filing the complaint on THE MANUFACTURER, as THE MANUFACTURER is the cause of the delays, not the retailer.Desired Settlement: EXPEDITE processing and delivery of this order! I ordered this when my son was less than 2 weeks old, so that I could have a place to sleep when he is fussy that would appease him. He is now almost 3 months old. How old will he be when the recliner is finally delivered???!!! The whole point of this order could be thrown out the window once he is sleeping properly without fussing. All they are offering is a measly discount, which [redacted] offered me as a $50 discount. I honestly do

Business

Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. [redacted] purchased furniture from a company called [redacted]. We are sorry to hear that Ms. [redacted] is experiencing problems with her Ashley furniture delivery. Since each of the stores are independently owned and operated, we do not have access to each of their individual sales records. Most store that place orders with Ashley Furniture Industries, Inc. do not provide their customer information with the order.

I took the liberty of forwarding the information provided by the Revdex.com to the Ashley Marketing Specialist who works with [redacted]. You may want to contact the store to see when they will be delivering in your area.

Sincerely,

Review: It saddens me that my husband and I have to go to these greats lengths in order to get the furniture that we PAID for. Our most recent purchase was a dining room table with 8 chairs. Of those 8 chairs, 3 are broken or have no wholes for the screws. We took the three chairs back to the store we purchased this damn dining room set and a very rude, non-empathetic thing told me they cannot help me. I called the number that I was provided and was told that a technician was going to call me within 72 hours. THAT WAS 2 WEEKS AGO and we are still without a complete dining room set!!

Last week on Thursday, 1/2, I called and was on hold for 30 minutes to get to someone. Once I got to someone, the individual was USELESS. If I talked into the phone, I would have had a better response. This person placed me on hold for at least 10 minutes but never checked back with me while I was on hold. No one has contacted me to get my chairs fixed or replaced. How in the world can I use this set if I don’t have chairs? I had guests for whom I didn’t have chairs for. HORRIBLE, HORRIBLE customer service!!!

Your company should be ashamed of delivering such service and such POOR quality products with sky-rocketing prices. I have a very dear friend who works for Washington Post and I am sure she could use a story with pictures. I am spreading my experience to all my colleagues, family, friends and the members of the several clubs that I am a chair-man of. You and your employees are pathetic and don’t deserve anyone to shop at your place.

We want these chairs replaced, expedited shipping and 25% ( approx.. $650) money back from this, approx.. $2,600.00, purchase.Desired Settlement: We want these chairs replaced, expedited shipping and 25% ( approx.. $650) money back from this, approx.. $2,600.00, purchase.

Business

Response:

Hello,

Review: I PURCHASED A VINYL/LEATHER SOFA FROM AMERICAN FACTORY DIRECT IN JULY 2011. THE TOP OF THE VINYL/LEATHER IS PEELING ON THE TOP OF THE SOFA WHERE NO ONE EVEN COMES INTO CONTACT WITH IT. I HAD PURCHASED THE EXTENDED WARRANTY WITH IT AT THE TIME OF PURCHASE SO I CALLED TO HAVE IT REPAIRED AND WAS TOLD THAT IT IS AN ASHLEY FURNITURE DEFECT AND TO CALL AMERICAN FACTORY DIRECT WHERE I BOUGHT IN [redacted]. THE SALESMAN AT AMERICAN FACTORY DIRECT TOLD ME THAT IT'S CHEAP FURNITURE AND HE WARNS HIS COSTUMERS ALL THE TIME OF THE QUALITY OF ASHLEY FURNITURE. I INFORMED HIM THAT IF THAT WERE TRUE THEN NO ONE WOULD BUY FURNITURE FROM HIM. HE ALSO INFORMED ME THAT THERE WAS NO ONE TO HELP ME UNLESS I PUT A HOLE IN THE SOFA OR DAMAGED IT IN SOME WAY. I FEEL LIKE I WAS LIED TO ABOUT THE QUALITY AT THE TIME OF PURCHASE AND LIED TO ABOUT WHAT WAS TO BE REPAIRED IF A PROBLEM OCCURED. I AM VERY DISAPPOINTED IN THE RESPONSE I GOT FROM AMERICAN FACTORY DIRECT, THE SERVICE/REPAIR DEPARTMENT AND THE QUALITY OF THE FURNITUREDesired Settlement: I WOULD LIKE SOMEONE TO CONTACT ME TO HELP RESOLVE THIS ISSUE.

Business

Response:

Hello,

Review: I bought an Ashley dresser from an on-line retailer called One stop bedrooms. I believe the model is B553-131 and it was originally delivered about 12/23/2015. I would call this dresser #1 and it was severely cracked upon delivery. I think the dresser was drop shipped from Ashley to a moving company and then delivered to me. I reported the damage within hours to 1 stop bedrooms and they said that they would replace it. So dresser #2 get's to the delivery company and it's also damaged, it didn't even get to me. 1 stop told me that they would order #3 2 weeks ago and tonight I find out that according to Jeff G at 1 stop bedrooms Ashley is refusing to replace the dresser. So it's been 2 months since damaged dresser #1 arrived and I have yet to get anything else. This bedroom set was a Christmas gift from me to my wife and at the moment I'm not sure it will ever get resolved. I would like to tell Ashley that 1 stop bedrooms has not represented your company very well, their communication is very poor and they do very little of what they tell you that they will do. I like to call this the say/do ratio....they are probably scoring less than 20% at this point and I believe they are an authorized Ashley distributor ??? I think you should be able to find distributors that represent and service your products much better than this. With all that said....can you help me get an undamaged dresser so that my wife will have her Christmas gift and we will have the merchandise that we have paid for. From a shipping perspective I think this really only involves Ashley and All American Movers in Columbus Ohio...once hey have it they will deliver directly to me. I remain hopeful that you are able to work with 1 stop and or All American Movers to get this resolved. Thanks for your help. Regards, [redacted] M [redacted]Desired Settlement: A new dresser that is like new, undamaged.....basically what I bought and paid for...

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased furniture from an authorized Ashley dealer, One Stop Bedrooms (also known as Payless Furniture Warehouse, in Elizabeth, NJ. 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 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 Ashley Marketing Specialist in the New Jersey area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Mr. [redacted] to discuss his options. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Consumer

Response:

I purchased over $2000 worth of furniture from Ashleys in December 2014. I have called twice and have been referred to another phone # and have left messages, however have not received any response from anyone. My couch cushions are all deformed with the foam inside the cushions pooching out all around. Someone is supposed to come out and look at it but to no avail. Please stand by your promises when you sell something. I also have an extended warranty but doesn't help.

Review: Purchased furniture at Ledgewod NJ location and my couch was delivered with a hole in it. That purchase was back in NOV 2015 and I've been trying to work with customer service for 2 months and they have yet to rectify the issue.Desired Settlement: At this point I should be entitled to a partial refund.

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 Ledgewood, NJ. 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 Ledgewood 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 Ledgewood HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

By FAR, the absolute worst company I have ever dealt with in my life. Their customer service motto seems to be "deny, deflect responsibility, wait the customer out and hope they don't follow-through". They clearly don't care to have repeat customers and have absolutely no idea how to take responsibility for anything that is done.
I purchased a sofa and love seat from Ashley furniture in January 2014. I opted to purchase the warranty and, initially, was very happy with my purchase. Within about a week, I noticed a squeak in the sofa (nothing major). I figured since it was a "brand new" sofa that it shouldn't have a squeak and I would use my warranty to get a replacement. I called and submitted a claim to have a technician come and try and repair the squeak. They require a 3 hour window of time and I was forced to take time off work in order to be there for the technician to come. The technician was sent out on 2 occasions and had no luck repairing so he suggested I submit a claim to get a replacement sofa.
This is where things get ridiculous - A delivery guy was sent to my apartment 7 TIMES. Over the course of the next 10 months, I went through the hassle of scheduling and rescheduling delivery times (3 hour windows that I needed to take off work). Each and every time, the sofa never even made through my front door. The delivery guys were always excellent - honest and courteous. They inspected each replacement sofa and found something faulty with every single one. Either there was a tear or a stain or the reclining mechanism was faulty. I wasn't even the one to point out each defect - the majority of the time, the honesty of the delivery guys shined through and they advised me that the sofa was defective and advised me not to accept the replacement.
Fast forward to January of 2015 (literally one year later). I have been arguing and negotiating with various levels of customer service throughout the past year and they rarely took responsibility for not being able to fulfill their warranty. They offered to remove the delivery charge and refund the price of the warranty. If I wanted to buy a used/squeaky couch, I could have gotten one for much cheaper. I wanted a new couch to honor to legal agreement that we made upon purchase.
I began asking to forget the replacement as I was entirely too patient with them and was done wasting my time waiting around for a delivery of another faulty sofa. They fought me for months about refunding me any bit of money and I had to ask multiple times to speak with various levels of employees as I heard over and over, "I do not have authorization to make that kind of decision". I would call and leave dozens of voicemails and never receive callbacks until weeks later. They were clearly trying to wait me out and hope that just said [redacted] and kept my squeaky couch and kept paying my remaining balance. But that was going to happen. This had become an issue of principal. They couldn't honor their initial product and were not capable of honoring their warranty. I felt the time wasted over the course of a year was outrageous and that should be acknowledged. I was never apologized to despite being incredibly patient and professional.
It is now May and I have still not come to a resolution. Nearly 1.5 years later and I have had over 9 attempts to remedy the issue. All of the time wasted on hold, leaving voicemails, arguing with customer service reps, and communicating my utter disgust with their process. I figured that was worth something. Ashley Furniture clearly does not agree. In April, I spoke to [redacted] (supposedly someone with the ability to make actual decisions). [redacted] offered to deduct the remaining balance of the sofa, for which I have maintained my monthly payments. He offered me $100 Visa gift card as well. That is simply a slap in the face. He equated over a year of time wasted and frustration to a $100 gift card. Clearly, Ashley furniture does not provide customer service - they provide a sub-par service with no regard to the customer.
I have never, in my entire life, dealt with such incompetency and ignorance. Their end goal was to just collect the monthly payments and hope to never hear from me again. I probably should have written this complaint months ago, but if there was any legal action that I was capable of taking, I would absolutely do so. It's entirely outrageous that they can waste over a year of my time (time off work, time spent on-hold, leaving voicemails, even thinking and talking about this) and they can sit back and keep collecting my payments and face no repercussions.
All that I can do is hope to receive proper reimbursement for the waste of a purchase as well as tell anyone that will listen how pathetic a company Ashley Furniture is. I will do everything in my power to spread the word that they are an embarrassment to business owners and should not be permitted to continue operations with such a low amount of accountability.
This will never be resolved to my satisfaction and I will never shop or allow anyone within an ear-shot of me to shop here.
To summarize: 2 failed repair attempts, 7 failed delivery attempts, months of voicemails and hunting down customer service reps to return my calls, zero accountability and zero remorse, nearly 1.5 years just to replace a broken sofa being pawned off as new and it STILL has not been resolved. But at least they've offered the VISA gift card, right!?! That makes all of this better - [redacted] you Ashley Furniture - a true disgrace to capitalism.

Review: I ordered the Jaydyn Twin Bookcase / storage bed from Ashley on 08/29/2013 and paid it in full. On the first delivery attempt on 09/14/2013, the delivery gentleman pointed out that the drawer doors of the bedframe is broken in half. They asked me if I am willing to take the bed as is or if they should take it back and request a replacement. I told them to take the bed back and was asked to contact Ashley's customer care the following Monday. I called Ashley's customer service on 09/16/2013 and again on 09/19/2013 since I could not get any information on 09/16/2013. I was then told that they would order the replacement part. THe replacement part arrived 5 weeks later and another delivery attempt was made on 10/20/2013. As the delivery guys were unwrapping the bed in their truck, they pointed out another issue with the bed, the base of the bed is again broken. I told them to take the bed back. I paid full price for a product, I expect to receive it damage-free! I called Ashley Furniture in [redacted] on 10/20/2013 to ask for a full refund since at this point I have had it with the poor product quality and also the wait and I feel I would never get the product I paid for. Waiting for a product for close to 2 mos is more than enough in my opinion. I spoke with [redacted] and was then transferred to the [redacted] named [redacted]. I was told I would get a full refund and will be receiving it by 10/25/2013. I received a phone call today from a customer service rep named [redacted] and she informed me that they do not give any refunds or returns. I understand their policy but as a consumer I expect them to also hold their end of the contract and that is to deliver a product without any damages and in a timely manner. I paid for the bed in full at the time of purchase and have yet to receive what I paid for 2 mos. later.Desired Settlement: I am requesting a full refund.

Business

Response:

Hello,

Review: On 9/19/15 I purchased a bedroom set that included a headboard, footboard, dresser (with mirror), chest, and a night stand From Ashley Furniture in [redacted]. When my friend and I walked into the Ashley Furniture store I was very apprehensive about purchasing furniture as I just went through calamity with another Ashley distributor.

I searched all day at other furniture boutiques but ended up back at Ashley Furniture and I was there for a good 3 hours because I was so undecided and insecure about purchasing another Ashley set. Therefore the Salesman confidently promised me exceptional service and then [redacted] came out and sat with me and explained this “white glove” service that they provide. That the furniture is ordered and looked over before it is even delivered and they would never deliver anything unsatisfactory to any client. [redacted]” went on and on about the service they provide their clients. This made my hesitation go away and I thought I was in prominent hands. I decided to purchase the furniture. At this point the lady ringing me up over charged me and I caught this extra fee so they had to re ring in my purchase at this point I became a bit uncertain with the service but I dismissed this feeling although it had already caused aggravation at the time of purchase. Then I was told I could have the 18 months on their credit line but I had to pay delivery and taxes up front. I agreed to this. My thoughts and reservation were that I wanted to have the furniture in my possession in this perfect “white glove” standard before I pay for it. So I decided to pay this $239.41 with my [redacted] card since I had not received my bedroom furniture set yet. As you know I pay my balance every month. I have no problem paying for what I purchase. My friend that was with me will stand to be a witness throughout all of this as she had heard the entire oration that the employees and owner of Ashley Furniture had said to get me to purchase from them.

At the first delivery 10/7 (almost a month after purchasing), As I kept calling to ask for a delivery date that no one could tell me when all the pieces would be in and they only had some of the pieces, which made things very frustrating. Then they told me that they could only deliver Wednesday or Saturday, when I purchased the furniture I was told they can deliver any day I would like. They also would not provide a delivery time and I was told they would call me the day before to let me know. So I had to take the day off for each delivery (4 total). When the delivery arrived there were scratches and chips in every piece of furniture. When I called they told me to keep the pieces that they could be fixed and they would send someone out to fix them. I purchased brand “NEW” furniture not used or scratched furniture. I looked at the delivery driver and showed him the scratches and chips and he pulled out a sharpie marker and started coloring all over the furniture. I was beyond myself. I thought what kind of “white glove” service is this??? I was astonished. At this time I sent the dresser and mirror back because I knew that the entire draw was cracked and it was scratched and chipped everywhere I was not accepting that when I paid full price. I tried to reach out to [redacted], by email and got no response. (I have printed out the email and attached it). I gave them another chance and they were to rush order me a new dresser. One week later the dresser came and the delivery guy asked me to come take a look in the truck at it. To me that suspicious they knew it wasn’t in good condition if they were asking me to look at it in the truck. I went out and there was a huge piece of paint hanging off one of the draws so I rubbed it and the whole piece of paint came off leaving no color to the draw about an inch and a half across the top of the dresser. I pointed a scratch out and the guy said “we marked that one and a few others.” So they knew it wasn’t in even fair condition. This happened at every delivery. I then called the delivery warehouse and asked them why didn’t you look over it and waste my time and your time and your employees this is just costing everyone time and money. He responded with there isn’t a lot of light in the warehouse I am so sorry. I then called the Ashley store and asked for [redacted] but I got [redacted] who I had spoken with the first time this happened and he told me he was going to speak with the warehouse and have this taken care of. At this point I told him I would’ve kept the first dresser for a discount if the delivery guy didn’t color with a sharpie all over it. For all my time and aggravation and I was hysterically crying on the phone, yet still no type of discount!!! No nothing! [redacted] said he would be off for a few days and order a new dresser and personally go to the warehouse himself and take from all the other dressers and put one together that would be satisfactory. FINALLY on the fourth attempt!!! Someone that is going to help me, BUT SATISFACTORY?? So I waited and I did receive satisfactory. [redacted] actually put two dressers on the truck just in case. So even [redacted] knew there was an issue with both of them if not why would he have put two dressers on the truck for me to choose from? This one has a few scratches and chips in it and I am going to pay full price and there is paint on the mirror? So I called the warehouse yet again and they told me that this can all be fixed by the furniture people coming out on December 11th. Yet again! So finally on the 4th attempt I knew there was an issue with this furniture but yet no offer of a discount just please accept it and let the furniture people come out and try to fix all the scratches and chips in all the pieces.

So until December 11th I don’t think I should pay for furniture that I am not satisfied with. On December 11th if the furniture cannot be fixed I will be returning it and asking for a full refund. I feel that Ashley furniture did not go above and beyond and should still offer some type of me a deduction. I can take pictures and if this is how Ashley furniture manufactures’ their products then they should not be selling it at this point of sale. I really should be given a reduced cost not for my time and aggravation but for the quality of the merchandise I received.

today is december 11th and SAw Enterprises came out to repair the furniture and it was unsuccessful. I have called to dispute my charges through ashley and[redacted] but I have still no resolution to my issue and yet again had to take another day off from work.Desired Settlement: I would settle for a refund and for ashley to come get the furniture or a discount at this point. Just for Ashley to show some sort of customer service. Its the Manchester, CT location that really needs to step their game up and do something. This now constitutes for an entire loss of one weeks pay.

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 Manchester, CT. 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 Manchester

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 Manchester HomeStore Customer Care department at

###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs RepresentativeTell us why here...

This company is the worst. I will never order another piece of furniture from them again. The customer service resprensentive that I spoke to about my furniture that had to be replaced due to a broken leaf that was never even used .
Terry from the customer service dept its rude. no help what so ever. they now had my table over 2 weeks now and didnt give us a temp table or anything to use . I am very un happy with the table in general anyway its made very crappy its not even a year old and I use a table cover and still have marks and scratches all over . just overall just not happy .