Ashley Furniture Industries, Inc.

Review: To Whom It May Concern:,

I am disputing the total amount of $5,523.34, I am in the process of returning the power base bed and mattress that was purchased from Ashley Furniture on August 24, 2015. Due to their poor Customer service practices. Please accept this as my written claim during this matter.

Sept 7th I received an automated call stating the delivery would be set for 1-4pm. I did not receive a call from Ashley's stating they were delivering the bed early. I received a text from my elderly mom stating Ashley's arrived at my home 11:52 a.m. By the time I arrived at 12:40p.m. the drivers were gone. My old mattress and box spring was taken to be disposed of as I agreed previously. The problem began when the set up of the base was 2 different colors and fabric one side of the railing was left off and the base was cocked to fit, leaving the other side of the rail off the head board/foot board. I would not have agreed to the delivery based on the conditions nor would I have agreed for them to take my old mattress and box spring being I was dissatisfied. I went to the store and spoke with Barbara Holbrook and she stated the [redacted] was not available until Thurs. and asked if she could help. I explain to her what had happened and my dissatisfaction I also showed her pictures of the job. She suggested that I could get rid of my headboard and footboard to make the power base fit. I expressed to her that wasn't an option.

Sept 9th I received a voicemail from [redacted], the [redacted], stating he would do ANYTHING to work out this matter and was very apologetic. I called back and [redacted] scheduled someone to come out to look at the job.

Sept 11 [redacted] from Ashley's Furniture investigation team came out and took measurements and pictures of the base of the bed. [redacted] stated King instead California King base would fit based on the measurements. He also discovered the mix match bases. The King bases were then ordered and set for delivery for Sept 19th.

Sept 19th The King bases were delivered along w/my mother([redacted]) bedroom set minus the base of her bed she had ordered. The driver stated that the bases were on back order. So I contacted Ashley's customer care and the rep mentioned the drivers don't know what is in there delivery until the day of. The delivery driver removed the Calif King bases put a dent in the left side of my wall up the staircase. I express to the driver that he just dented the wall. He apologized and continued to move the bases downstairs. I contacted Ashley's customer care AGAIN and spoke w/[redacted] she informed me that the delivery charges would be reimbursed on my order as well as my mother([redacted] who resides with me) and a gift card of $500 would be mailed. She asked if I could send her a picture of the damages to the wall so it could be forwarded to the delivery team. Per her request it was completed.

Sept 21st I received a call from [redacted] from xpo and was asked to email an estimate from my painter and he would get in contact to settle the matter by the end of the week. Per [redacted]'s request the estimate/invoice of the damages was sent on Sept 22nd. NO call from [redacted] on Fri. So I called Mon Sept 28th and left a voicemail message, I called Sept 29, Sept 30th, and Oct 1st. I then called [redacted] the [redacted] at Ashley's to negotiate the cost of the bed for my troubles being I was frustrated with the process and was considering returning the purchase,he said he would call back. [redacted] salesperson called back and offered to take $1000 off the total price of the bed. She also upgraded my mother([redacted]) base for her trouble

Oct 6th I spoke to [redacted] he mentioned he didn't receive my email for the estimate of the damages to the wall. I explained to him it was delivered and wasn't a returned email. He then stated he found it. I then requested the name of his supervisor and phone number. He gave me [redacted] and his phone number. I called [redacted] he stated he would need to have a contractor come out to look at the damages due to the cost of the estimate. [redacted] said he would set something up by the end of that week. NO CALL from [redacted] or [redacted].

Oct 18th I go to the Ashley store and speak with [redacted] and asked if he would schedule a pick up to return the my total purchase since I no longer have a desire to have it. He stated he wasn't going to allow me to return it and I need to refer to my contract due to bases and mattresses are non refundable so I left the store.

Oct 19th I called Customer Care and spoke with [redacted] she transferred me to Joyce Helms her supervisor. Joyce said she would have someone from the xpo delivery team call. [redacted] called and asked if I could email pictures of the damage and invoice/estimate. He stated he would schedule someone to come out by the end of the week. Per his request I emailed him the estimate and pictures of the dent. He sent a email back and said he didn't receive the picture of the dent but did receive the estimate so I resent the email of the pictures of the dent the same day to [redacted].

In conclusion I am totally dissatisfied with the Customer Service I received from Ashley's Furniture and I am requesting a total refund to be credited to my [redacted] account. Thanks for your cooperation.

Sincerely,

[redacted]Desired Settlement: Return purchase for a full refund to credit account

Business

Response:

Hello,Thank you for contacting

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

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

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

manner. Ms. [redacted] purchased furniture from an Ashley

Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized

dealers are independently owned and operated. All decisions are made by the

store that sold the product in question. I took the liberty of

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

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

contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.[redacted]

Consumer

Response:

Review: Bed was purchased on Aug. 12th and delivered on Sept. 9, but not all parts were included. Parts were sent Sept.10th but have not yet been received.

9/26/14

Bed was purchased on 8/12/14, B473-63, B473-62, B473-82, in home delivery service purchased on 8/12/14.

Customer # [redacted], Sales # [redacted]

$1144.86 AMEX

[redacted], sales consultant.

9/6/14-Bed delivered with no bolts.

9/17/14-Spoke with distribution center & told that bolts had been ordered & sent on 9/10/14 via parcel post.

9/17/14-Called local post office and was told that a tracking number is needed to find package.Tracking number is given to all packages regardless of delivery method.

9/19/14-Spoke to [redacted].She called distribution center and was told that bolts were reordered and being sent from the Wisconsin warehouse.Estimated arrival 10 days.

9/26/14-No bolts received.

It has taken much longer than we anticipated for the set up of this bed. We would like to be given a discount due to the problems that have occured.Desired Settlement: We would like a refund of $100-150 since it has been 20 days since the bed has been delivered, but not set up.

Consumer

Response:

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

On Fri, Oct 17, 2014 at 7:58 AM, [redacted] wrote:I am sending this email in regards to the complaint ID [redacted]. On 10/1/14 my husband spoke with a manager at the store we bought the furniture from and was told that $100 would be credited to the credit card.

Review: I bought a matching bed and dresser set on 3/1/15 which was delivered to my house in April 2015. The bed has had no issues at this point, but the dresser has not functioned correctly for any extended period. Within several weeks of owning the dresser, I noticed the wood material was actually starting to disintegrate. I contacted Ashley immediately because once it started disintegrating, it just continued to crumble. The repair service came out to assess the issue and determined to replace the pieces. This took several weeks to do so. Once I received those, several of them were damaged upon receipt, thus having me have to call again and have additional ones delivered, again within several weeks. After receiving those, within a few weeks again, some of the dresser drawers started to disintegrate as if the wood was not properly treated or that the quality was just that poor. After another call to Ashley's service department, they decided to swap the dresser for the same one. On 10/10/15, the dresser was delivered, however before even getting it off the delivery truck, upon inspection, it was already damaged and was not a quality piece that I had paid for. The delivery men were gracious enough to help me get in contact with customer service for further resolution. After taking to the service area, I have been very frustrated. They haven't returned my calls within a timely manner or come to a reasonable agreement about what the next steps should be. After this many instances, it is clear the dresser is not made properly and to me it is a waste of time to continue to try and replace the same thing after this many times. I have had to take off of work numerous times, which is a financial hardship that Ashley clearly is also not taking into consideration. Their best solution at this time was to give me $115 in reimbursement and I could keep the damaged dresser. The highest they have come to offer was $150, again with keeping a damaged dresser. They are still reviewing my case and said they would have someone get back to be by Tuesday, October 20th. This has been 6 months of hassle, time away from work, financial loss and pure frustration.Desired Settlement: Due to the financial loss and time from having to take off of work to deal with this and the pure fact that 6 months later I am still having issues, I requested a refund of 1/2 the packaged deal (bed/dresser cost was $500 before taxes). I would keep the damaged dresser and have a refund of $250 (not store credit as I will never buy from Ashley again after this experience). I think this is a fair and reasonable resolution because again, 6 months and numerous attempts, I still do not have an undamaged dresser. Financially if you look at how much I lost in having to take off of work to deal with this, it would be a lot more money and I also think my time is pretty valuable.

Business

Response:

Hello,Thank you for contacting

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

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

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

manner.Ms. [redacted] purchased

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

HomeStores and authorized dealers are independently owned and operated. All

decisions are made by the store that sold the product in question. I took the liberty of

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

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

contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Business

Response:

We are very sorry to hear Ms. [redacted] has chosen not to

accept my response to her Revdex.com claim. Since each of the stores are independently owned and

operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access

to each of their individual sales records nor are our computers linked

together. Therefore, Ashley Furniture Industries, Inc. is unable to look into

her concerns further. Which is why we refer her to contact the [redacted]

HomeStore Customer Care department at ###-###-#### for further assistance. Sincerely, [redacted]Ashley Furniture Industries, Inc.

Consumer

Response:

Review: I purchased a king size bed from Ashley Furniture that was financed through [redacted] in February 2013.I was explained the warranty details that comes along with purchasing items through their company that tacks on an additional fee to your monthly payment.Well in June of 2013 I was discharged from my job and I knew I had a payment coming up with this company.I notified [redacted](Shonta) of the situation and was told by her that I would have to have a from completed by the employer and bring the form back to the store to be submitted along with proof that I had applied for Unemployment Benefits.All information was submitted the week of June 24,213.I was told by an employee by the name of [redacted] with [redacted] that he didn't see any reason why I would not be approved for the waiver because I have had a great payment history up until the point of me losing employment and that plays apart in being approved.I was called almost a week later stating that the waiver had not been approved and that I would have to provide proof that I am receiving Unemployment Benefits in order to receive the waiver.I was very upset by this because I was not initially told that this was a stipulation in the contract.I was only told that if I lost employment that the waiver was in place to help me keep my furniture.I feel that this is not fair to the consumer because people are already under stress at the fact of losing their jobs but to be taken advantage of by companies like this is ridiculous.I explained to [redacted] that I was unable to pay for the furniture due to the loss of employment and that I have been actively seeking employment while filing an appeal for UI Benefits,I was told that would not be able to keep the furniture that they would have to pick up the bed which has been picked up & taken to a rental company and I could have the option to get it back once I could afford the payments again.I explained that was not acceptable because that was never discussed upon contract agreement

Product_Or_Service: Kind Size Sleigh Type Bed w/Storage DrawersDesired Settlement: DesiredSettlementID: Refund

I have a few options that I would like considered. I would like to be reimbursed the money that I invested into the benefit program. I would like for them to honor their contract and return the bed that I had make the payments that were promised to me, and I do not want to receive a negative mark on my credit rating. Any suggestions you all can recommend will be greatly appreciated.

Business

Response:

Hello,

We purchased a couch from Fredericksburg, VA store on 4/12/2014. The salesman told us ETA of 3-4 weeks. We called to check the status after the estimated date had past of 5/29/2014 and was told it would be the first week of June. Now we get a call saying June 29th! If sales were not final, we would have canceled our order.

Review: Furniture (sofa, chair, ottoman) was purchased from the Virginia Beach, VA location 2.5 years go. At the time of purchase, the sales representative made statements to the quality of the furniture and how the materials would never sag. In addition to the 1 year manufacturers' warranty, I purchased the extended warranty. I was told at the time of purchase that the warranty covers ANYTHING wrong with the furniture (scratches, spills, stains, tears etc). I have moved to another state since then and my 2 year old furniture started sagging. I contacted the warranty company who sent a repair technician out. He told us that there was insufficient support on the bottom of the couch, in addition to deterioration of the filling. Upon his report, the warranty company denied the claim based on the fact that they don't cover the foam filling. I filed another claim for some minor scratches due to deterioration of the actual material used on the furniture along with a stain on the ivory couch. I received a phone call this morning asking me about these issues. I was then told that they also were not covered under the warranty. I asked the representative what was covered and she stated that they are a 3rd party company and I would have to ask Ashley about it. I sent them messages a few weeks ago and was told that instead of contacting the corporate office, I would have to contact my local store. I called my local store and was told that all paperwork goes through corporate.

I am getting the runaround on the warranty I purchased after being promised completely different things to get me to buy the overpriced furniture which is of sub-par quality, at best. I spent $1300 and some change on 3 small pieces of furniture and bought a warranty I can not use.Desired Settlement: Rapair and or replacement of all damaged items that were supposed to be covered under the warranty.

Ashley never provided information of what is excluded from the warranty but I was told the exact opposite of what they are doing now.

Business

Response:

Hello,

Review: On 3/15/2014 I went to Ashley furniture in [redacted]. and bought and paid for 2 home office desks ,scheduled Del. date 4/17/2014 this date was promised by sales person ([redacted]) , desks never arrived we called and [redacted] said desks would be Del. 4/30/14 never arrived , on May 8th we received one of the desks , we called customer service they said other desk would be Del. May 14th never arrived , we called and they said it will be Del. May 16th . so my complain is I should not have to wait over 2 months for my desks its been nothing but Lies on scheduling , when I went to buy desk my money was taken out that same day . I had the choice in buying the desks and I did with the understanding that they were going to be Del. on 4/17/14

but it has gone on to long . And I called to talk to Manager but to no avail . call to talk to Sales person who sold desks to me to no avail, but he was sure to call me when he wanted to make the sale . And now on 5/15/14 I called customer care at ###-###-#### and they said Del. of desk will be on 19th of May , The young lady [redacted] helped me and offered to give me a in house discount but I refused I told her that was ok but I would not be shopping at Ashley's any more . not worth the aggravation.Desired Settlement: For Desk to be Delivered , and Managers to do there Job

Business

Response:

Hello,

Review: I purchased 2 rocker swivel recliners from the Military Exchange on line order

service. I paid $758 for both Chairs and $50.00 oversized shipping on January

3rd 2014. I received the chairs at the beginning of March, 40 days after ordering

them. At the end of August my wife reclined back and the whole metal framing

completely snapped off at the welds on the pedistle and my wife flipped back. I wrote the company on 1

September and was told that someone would contact me. On September 6th I got an

Email stating that I needed to handle it on a store level. I contacted the

online exchange and they said they only cover 90 days warranty and to contact

Ashley back. I sent them an E-Mail on Sept 25th and gave them all the data that

they are requesting again. I again contacted the Military Exchange online

ordering and again they stated they DONOT do claims over 90 days . Ashely stated 3 weeks ago they would have a Service Manager contact me. They have not Well 1 week ago the other recliner bent to the other side.

These chair are truly defective the 4 brackets will not hold up the chair and a person. the brackets are only 3/8 inch by 3/4 of and inch. If the item were repaired the same thing would happen again

There have been many numerous E-mails between Ashley and myself with no solution in sight. The last conversation was 9 October with Consumer Affairs Representative 26Desired Settlement: A full unconditional refund of both chairs and shipping which is $808.00 and pickup of the defective furniture I Have many pictures of the defective pieces

Business

Response:

Hello,

Review: I purchased furniture on January 2, 2015 from an Ashley Furniture Store in [redacted]. When purchased I was told that I would receive my furniture Feb. 6, 2015 by the clerk in the store, but it could be by the end of January, but written on receipt Feb. 15. I was fine with that. I called the store on Feb. 7 just to check on the status of delivery to make sure that the Feb. 15 was still the date or if it would or could be any sooner. Josh asked if he could call me back on Monday, Feb. 9 since the offices were closed, I had no problem with that. After he didn't call and I called him, he gave me a date of Feb. 17. Someone by the name of Linda called and informed me that Tues., Feb. 17 or Sat., Feb. 21. I chose Tues., the 17th. Thinking that we were all set, I had my old furniture removed in preparation for Tues. Feb. 17. Tues.. Monday, Feb. 15 I receive a call from a person by the name of [redacted] saying that due to weather coming in that I would need to choose Fri., Feb. 20 or Sat., Feb21. for delivery, I chose Fri., Feb. 20. I was told that I would receive a call on Thurs., Feb. 19 with a window of time for delivery, I said ok. Tues., Feb. 17 I get another call from [redacted] saying that I would need to reschedule. I asked why and was told that they do not deliver in my area on Fridays. I explained to her that we have a date of Fri., Feb. 20. She refused until finally admitting that she had set a wrong date for this area. I had to make arrangements for the 20th and frustrated, disappointed, and disgusted with the way this is handled. There is not consideration for customers making arrangements, and when I asked for a manager was refused. I then asked repeatedly for both a number to call and asked to speak to someone else again. This person talks over customers and refuses to put someone else on the line who may help in resolving this issue I then call the number finally given and spoke with someone named Jackie, who wasn't any help, stating that they were within their contract. My receipt has 6 weeks, Feb. 15.. I am a first time customer with this company who paid cash for items that seem to be causing more problems than necessary. This is not a way to gain new customers.The customer service is unacceptable, and I am disappointed with this service. This is not a company that I will ever do business with again. I am also disappointed, because this local store has employees who are interested in getting new customers and seem to work hard at it. Hoping that no one else has to experience this very poor customer service.Desired Settlement: For the poor service, delivery charge of $150 be waived.

Business

Response:

Hello,

Review: I purchased merchandise on July 04, 2014 and returned this merchandise a few days later. I have yet to rec. my $275.42 in credits.

Purchased merchadise (themperpedic pillows)07/04/14 returned within a few days. I was told it would take 1 to 2 billing cycles to see credits. Was told credit was submitted 09/23/14 by [redacted] with Ashley. I submitted a dispute in writting 11/18/14. Both Ashley & CC company pointing fingers I just want what's owed to me.Desired Settlement: I'm seeking a full credit for the merchandise since sed items ahve been returned and they have verified it had been returned. I even have this call recorded which confirms the items were returned.

Business

Response:

Hello,

I bought the "Ashley Kaslyn" kids bedroom set from Ashley Furniture. Upon delivery the furniture had a nail sticking out of one of the dressers. ALL the drawers do not close properly and one of the dressers had 4 out of 6 crooked drawers. The footboard also had a structural crack and there were dents here and there in the mirror and nightstand. I called the Corporate customer service and was told that THEIR technician who came out and drilled into the door handle breaking it claimed there was nothing wrong with the furniture. After THREE days of calling and arguing with Corporate manager Shannon she finally agreed to send me a new bedroom set. When the second set was delivered it never made it off the truck because it was worse than the first set. I called Shannon again asking for some compensation for all the hassle and another bedroom set and my request was denied. I have continued to leave messages all that went unanswered. The furniture is now being returned and I will NEVER buy from Ashley furniture again. Their Corporate office has the worst customer service I have ever encountered. Buyer beware.

When my wife and I decided to purchase new furniture we chose ashley's which at first seemed great.the lady who showed us the furniture was awesome and asked few questions to get an idea of our taste and what we was looking for and I have you know the lady showed us exactly what we wanted..can't believe how rude and short the customer service is now after buying and having issues.. so we purchased the reclining loveseat corner wedge and reclining couch along with matching recliner and the material does not hold up well at all. Had no issues in getting it took care of at first as the insurance we took out covered it and they was very nice but after the tech repaired it it just didn't look rite which he done good work but now the couch looks broken as the new material made the older pieces look like we've had the furniture for years when it's only been less than a year since it was delivered later part of august! I'm so frustrated over the whole deal I could go on and on but they just gave the run around and told it's how we set and where we set on the furniture so like I told them we aren't couch potatoes and that's what goes to show this furniture will not hold up. I didn't want to complain but after spending six thousand dollars with a company and to get the run around because their product is junk I had to let others know so they don't get stuck spending hard earned money on shotty furnitur also didn't appreciate the cocky arrogant attitude from the manager at the evansville Indiana store,wish I could remember his name. Bad thing is I never complained about the two extra chairs I bought for the kitchen table set that will not sit level and are wobbly not to mention the scratch indent on the sley bed...makes me wish I would have now but at least maybe I can keep people from the stress and waste of money by my experience....like many others have stated stay away and don't waste your time and money...wish I could post pictures and you could see the problems ashleys says they can't but will send tech out to see if something can be done which we haven't been contacted yet but maybe tomorrow.. one more thing I was told my furniture was not took apart but I emailed them the pictures of it apart and getting fixed.!

Review: I purchased a bonded leather sleeper sofa. The fabric is "peeling" significantly from the backing. This is a documented problem that Ashley is aware of. Inquiries (x3) to corporate headquarters for a solution/repair have gone unanswered.Desired Settlement: Repair or Replacement, sofa is like new and has gotten very little use for this to be happening.

Business

Response:

Hello,

Review: We bought a reclining rocking chair with a remote battery pack. We had a concern that the battery would not be sufficient to handle the chair's need since we told the salesperson that the chair would be used a lot. We were then told that we could try out the battery to see if would last sufficiently long. It didn't. Upon getting it home after charging it to specifications, we find that the battery charge didn't last longer than a week before we would have to lift the chair up to get access to the battery...plug it to the wall with our own extension cord...then wait a day without using the chair...then to go back and lift the chair, rework the wire set up then finally be able to use the chair again. Every week we would have to go through this procedure. A point we made poignant at the Ashley store.

Now we must have the chair plugged in 24/7 against a wall where now we have problems seeing our television. We were told we could try it to see if it did not work. This was the agreement. We have contacted the store and they said tough. You bought it now it's yours. We went to another store to see how they would handle the situation. They said they wouldn't help us either. We have appealed again to leadership in the Ashley chain of responsibility to no avail as well.

We were promised that if the battery pack did not work out that we could find another solution. Lies all the way around.Desired Settlement: Since we cannot use the chair in its current location in the room and since the battery often dies and must be charged weekly by going through the procedures as explained above, we desire a full refund on both the chair and the battery. Get them both out of our home! We will go elsewhere to find salesmen and a corporation we can trust.

Business

Response:

Hello,Thank you

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

notified us regarding Mr. [redacted]’s concerns. We take these matters seriously

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

in a timely manner. Mr. [redacted] purchased furniture from an

Ashley Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and

authorized dealers are independently owned and operated. All decisions are made

by the store that sold the product in question. I took the

liberty of forwarding the information provided by the Revdex.com to the corporate

office for the [redacted] store, along with a request for them to investigate this

matter further and contact Mr. [redacted] to discuss his options. If you have

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

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

Consumer

Response:

Review: We went to Ashley furniture in [redacted] and were looking for a chair. We told the sales rep that we would come back tomorrow after measuring and make the purchase, He asked us to provide the credit card info to him prior to leaving so that we would not have to come back and order if it fits and we still have up to 48 hours prior to shipment to cancel for 100% refund,. We did as he requested and then called him the same night when we got home and said we had to cancel because it is too big, [redacted] the sales rep said no problem, We will 100% refund and cancel, he sent us over to [redacted] is customer care who confirmed she was cancelling the order- 4 days later I have Ashley furniture at my door trying to deliver half the order, they said [redacted] only canceled the chair and not the ottoman, We refused delivery and called the store. The store may be the most unethical store I have ever dealt with, They said we are responsible for 25% non refundable and do not care what their sales rep said, it is in the paperwork. If that is not the most unethical work I don't know what is, We didn't want to even leave a payment but were told it is was in our best interest so we did not have to come back and as long as we cancel by Tuesday we are refunded 100% and now they change that-Desired Settlement: I need the rest of my money back and somebody better look into that store because that is HORRIBLE

Business

Response:

Hello,

Review: I called 3 times to get my chest of drawers fixed and no one at Corporate followed through.Desired Settlement: I want a new item sent to me on/before October 31, 2014 at no additional cost to me. (Prior address 139 Eastern Way, Rutherford, NJ 07070)

Business

Response:

Hello,

Review: When my furniture arrived, the delivery men were very nice and on time. However, they plugged in their power drill battery to charge. I found this very unprofessional and surprising because I was only the secondary delivery of the day. I took off work, so I would be home when my furniture arrived. When the sectional sofa arrived it was two different colors. (Charcoal and cream white) I would have thought that Ashley’s would have had more integrity to call the customer to make sure this order was correct, regardless of any ‘notes’ that were on the order. I spoke with the “[redacted]”, [redacted], and she said that it was their mistake and that they would take care of any inconveniences. She offered to reimburse me for the delivery fee ($126) and apologized. She even took my credit card number so she could reimburse me the $126.00. In the end, this DID NOT HAPPEN.

Not only did I not have a incomplete sectional for the family get together I was having that weekend, but I was completely embarrassed that I didn’t have enough seating for everyone; plus, it took 10 additional days to receive the correct color sectional to arrive. This experience was unbelievable in the worst way. I also did not receive a follow up call about my mismatched furniture. Luckily, I got a text telling me when the second delivery would arrive, and I had to take an additional day off from work.

I can’t begin to explain how disappointed I am with Ashley’s furniture. I had to take the initiative to call Ashley’s to see what was going on with my order, and how they were going to compensate me for this inconvenience. Again, I spoke with the “[redacted]”, [redacted], and she AGAIN said that they would be able to reimburse me for the delivery fee. (This did not happen) She was very nice and understanding about my situation. I received an additional call from the “[redacted]”, [redacted], where he proceeded to laugh off HIS mistake, saying he hit the wrong key in the computer, and “You know how those things can happen, haha”. He stated that Ashley’s would not be able to refund me the deliver fee like [redacted] promised, but rather that they could give me a $50 gift card. I told [redacted] that this would not be acceptable. Since I had spent more money on the furniture than originally planned, I didn’t want to spend additional funds, therefore, the $50 gift card is of no value to me because there is nothing for $50.00 or less that I want from your store.Desired Settlement: I would like Ashley to stick by their word and refund me the delivery fee like they promised me.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and wantto ensure the proper steps are followed so a resolution can be reached in atimely manner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. AshleyFurniture HomeStores and authorized dealers are independently owned andoperated. All decisions are made by the store that sold the product inquestion. 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 departmentat ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.[redacted]

Review: My family purchased a new bedroom set including a new mattress on 6/4/2015 which was set to be delivered on 7/8/2015. Upon delivery we further inspected the furniture we notice the lining on the mattress was coming apart in excess of 3 feet. The same day we notified Ashley furniture and they said they would send out a technician to see if they can assess the damages. A week later a tech comes out and determines it is a defective mattress and one will be exchange. We set up an appointment to get a mattress exchange. Come to find out we got our delivery postponed because of a "back order", so we have to set up a new appointment date. On the date of the delivery exchange the drivers refused to do the exchange because of a "spot on the mattress" which I do not agree with. So they removed the new mattress they brought upstairs back down the the truck, in the process damaging and knocking stuff off my walls. After hours on the phone with customer service and manager after manager they instructed us to get it professionally clean and send in an invoice. We did such steps and set up another appointment to receive a replacement mattress. I'm livid as we have a defective mattress and they try to turn it around saying its "our fault now".

Mattress delivery was on 8/13/2015. Upon inspection of the new mattress SAME manufacture defect as the last mattress. We REFUSED to take the "new" mattress. The delivery guys had greasy hands and stained that "new" mattress, (did not wear gloves or take off shoes on my carpet) . On the way out the SAME delivery guys damaged my door hinge of my bedroom door and does not function properly. The delivery guy also said that the first technician probably didn't know what he was talking about because all he does is fix furniture and that if we received a mattress like this twice already then all the mattress we receive in the future will most likely be the same.

That does not reassure me to do business with Ashley's again or the quality of their products. I want a full refund of my mattress ONLY not the other furniture. We have waited long enough to resolve this issue. Getting the run around and sending technician after technician with no resolution, but instead wasting my time and damaging my property each time.

It is now 8/14/2015 and still have a defective mattress in my house. I have a 2 years old and my wife is pregnant and we've resorted on sleeping on the couch because not only is the mattress a health hazard the threads on the bed are over 3 feet which is a choking hazard to my son and also the fear Ashley has caused my family saying they will not accept the mattress if its not basically brand new and any "stains" on it. So we have nothing to sleep on. Being sold a defective mattress I want a refund. I do not want any more technicians or delivery personnel at my residence as they are disrespectful and cause damage to my property.

Time is of the essence my wife is expecting and I do not have time to have her sleep uncomfortable in a room with no usable mattress. I will not accept another exchange or delivery from Ashley's. I will either drop off this mattress at the local home store or they can come pick this useless furniture they expect me to pay for. I want a full refund and remedy for my broken door which I have pictures.Desired Settlement: I want a full refund. Not store credit. Paid through in store financing, Synchrony Bank where their is a current dispute.

And also remedy for my damaged door. Picture I have.

Consumer

Response:

The store we purchased it from was [redacted]

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Mr. [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. Mr. [redacted] purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are madeby 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 LasVegas store, along with a request for them to investigate this matter furtherand contact Mr. [redacted] to discuss his options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

I purchased a dining room sent from the Falls Church store on 11/30/13. I made three payment, the final payment on 1/1/14. However, I was initially told the furniture would be ordered after 75% of the money was received for the purchase. I did not hear anything from Ashley Furniture, until I placed a call to them on 1/13/14. I was told that the furniture would be delivered to the store on 1/14/14 and should be available for pick up the same weekend, which would have been the weekend of 1/18/14. I heard nothing. I called again on 1/25/14 and was told, the furniture did not come on the 14th, but would be in on the 28th of January 2014. I said this is unacceptable and I cannot believe the customer service because had I not phoned you, when was I to know what was going on with my furniture. I stated, I would like to speak with a manager. The young lady asked if the number I was calling from was a good number to be reach. I replied, yes. The young lady phoned back, not a manager, at which time, I stated I want my money back. The young lady stated, there would be a 30% restocking fee for the return of items. I said, this is crazy, first, you do not contact customer to inform of estimated time of arrival for purchases, and now because I want a refund due to poor customer service, I am being charged 30% of my money. What is the number to corporate. I phoned corporate, low and behold Regency Furniture. I spoke with a customer service representative who was kind and told me, the furniture is due to arrive on the 28th, but may come on February 3rd. I was also informed that I would have to wait at least 8 weeks, if I do not receive the furniture, I would be able to select another item from the store. I said why not now. I was told it has to be 8 weeks after the final payment. The advertising is misleading because the store says, when 75% of money is received the order will be place. This is one bad experience and on top of this, delivery charge is an arm and leg. No referral from me, I am done. Just want my dinette set.

Review: Chose sofa and chair on line. Called Chattanooga, TN store to see if it was in stock. NO! Sales person offered to place order from info we gave from on line. We never received confirmation of our order. The cost was taken from the bank immediately. After a month, we finally received an email saying the furniture was to be delivered. It was not wrapped or covered in any way, but brought into the house. There was an electronic delivery receipt to sign. We could NOT get a copy of that. After 1 1/2 days we knew the furniture did not meet our needs. We called for it to be picked up and returned. We were told that when we signed the receipt, it was a contract and once in the house the furniture could not be returned. Their on line policy states that "if you are unhappy in any way" the furniture can be returned. The store manager refuses to talk to us and corporate says it is not their responsibility since their stores are franchises. We want our money refunded and this furniture picked up and taken back to the Chattanooga, TN store.Desired Settlement: Refund our money and come and get the furniture

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased furniture from an Ashley Furniture HomeStore in Chattanooga, TN. 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 Chattanooga store, along with a request for them to investigate this matter further and contact Mr. [redacted] to discuss his options. If you have additional questions or concerns, please consider contacting the Chattanooga HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...