Ashley Furniture Industries, Inc.

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: 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: 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: 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: 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 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,

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 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: 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: 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...

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

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:

My experience with Ashley furniture is somewhat bitter sweet. Walking around the showroom and dealing with the salesperson was a very pleasant, if not enjoyable experience, however, my follow up experiences (yes! very much plural) with Customer Service has been deplorable, to say the least. I had purchased an entire bedroom suite. My headboard and dresser mirror were damaged upon delivery (which to my thinking, should be replaced. Period.) There should be no question to the extent of damage, product that I had purchased, new, should be delivered in good condition. I had purchased my suite from Ashley Furniture because they have a certain reputation for quality product. I had purchased this good quality furniture with the expectation that this would be what I would receive. To have anything less is unacceptable and should be this company's mantra. I very much love what I purchased, however, because of the very poor Customer Service (does this even exist at this company), I will never again purchase anything from Ashley Furniture.

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: I purchased a 3 piece Ashley Durablend Leather Expresso Reclining Sofa, Loveseat and Recliner from [redacted] on December 1, 2012. The warranty went off on December 1, 2013. I noticed a problem where the sofa had a tear on the arm of it and started peeling, then in the same area there are other tears. I contacted [redacted] in January 2014 to let them know about the problem and they said there was nothing they could do because of the expired warranty, I had purchased insurance protection for $349.00 but cancelled it after they told me that wouldn't be covered because it is a manufacturer defect. I then contacted Ashley Furniture Headquarters on February 3, 2014 and made them aware of the problem, I sent in pictures, the model number of the sofa ([redacted]) ([redacted]) and the serial number which is [redacted]. I have sent several emails to them and made several phone calls and they are saying that their Marketing Specialist is going to get in touch with [redacted] Furniture to try to resolve the problem. The cost of the sofa was $899.00 and my total purchase with them was over $3,300.00 so I am very disappointed in the Ashley Furniture and since I am still paying for it and it looks terrible I don't know what else to do other than next step take legal action. The claim number with Ashley Furniture is #[redacted]Desired Settlement: Replacement of the sofa and if no longer in stock a complete 3 pc. set equivalent to what I paid for or a refund so I can get a three piece set somewhere else.

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.

Mr. [redacted] purchased

furniture from an authorized Ashley dealer, [redacted]. 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 [redacted] area. The Marketing Specialist will assist store

management with this claim and will instruct them to contact Mr. [redacted] to discuss his options.

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 providing that they contact me in a timely manner and that it gets resolved.

Review: I purchased 2 end tables from Ashley in [redacted] and want to ensure the parent company is aware of the practices of their stores.

The price I paid was $169.99 for each table. I have not received the product nor will it be delivered until another 3 weeks. The price on the Ashley website is now $139.99 each. I asked could that price be matched (which I was told that it would be if the price dropped within 30 days) and I was told no. I the. Asked to cancel my order and was told all sales are final and I cannot cancel!

The policies a re deceptive, the people are rude and unfriendly and it's apparent that the customer does not come first. We are talking about $60 and instead, I will ensure that my immediate circle will not shop at Ashley, as well as let folks know on social mediaDesired Settlement: I want Ashley to stand by what he salesman told me and that the price match will be done and my bill will be decreased by the $60 that it should be.

Business

Response:

Hello,Thank you for contacting

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

regarding Mr. [redacted]’ concerns. We take these matters seriously and want to ensure

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

manner. 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 RepresentativeTell us why here...

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.

Regards,

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...

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: received damaged merchandise. have been unable to resolve the issue with the company.

I purchased a $3400 dining room suit in March of 2013 from Ashley Furniture in [redacted]. The Table had a chip in the top. The server had a stain on the drawer. Several attempts were made to fix this. Finally the company replaced the table in Dec. 2013. The replacement was in worse shape than the original... a large piece missing out of the corner of the table frame, chips in the table top, the mechanism was warped so that you could not get the table to reduce to the smaller size without the leafs. They came and picked it up to take to A WAREHOUSE TO ATTEMPT AND FIX IT. IT HAS BEEN ABOUT 6 WEEKS THAT I HAVE BEEN WITHOUT A TABLE. I'VE BEEN TOLD TWICE THE TABLE IS READY AND THEY WOULD DELIVER IT, THEY NEVER HAVE, DO NOT CALL AND LET ME KNOW THEY ARE NOT COMING, ETC. I am tired of the run around. When I call, I am told someone will call me back.... no one has! I paid lots of money expecting top quality furniture. Instead, I got defective furniture, and have been without a dining room table! The ad that is played while on hold brags about the fine quality of the furniture at Ashley Furniture stores, and also states their customer service is another reason people should shop with Ashley Furniture. I have found neither of these claims to be accurate or true!Desired Settlement: I want a full refund for my purchase. I want them to come and pick up the remaining pieces of furniture at my house.

I also feel I am entitled to an additional monetary settlement for the year I have spent dealing with this issue.

I would like them to remove their ad that states their furniture is top quality and that they have a reputation for good customer service!

Business

Response:

Hello,

Thank you for contacting

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

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

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

manner.

Ms. [redacted] purchased

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

Furniture HomeStores and authorized dealers are independently owned and operated.

All warranty decisions are made by the store that sold the product in question.

It states in the warranty booklet Ms. [redacted] should have received with her

furniture, “If a problem should arise which you feel is covered by our Limited

Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer

from whom you purchased your furniture.”

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the [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] Customer Care at ###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Consumer

Response:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I called the number that was given..... that number is for the [redacted] Store, NOT the [redacted] Store.

Business

Response:

Hello,

Review: Ashley Furniture in [redacted] would not match the price of the same sofas as found within the 30 day waranty period that I signed for

Ashley Furniture price: 1899 less 20% 1519

Couch Potatoe price: 1499 less 15% 1274

They would not honor price match as statedDesired Settlement: difference of $245

Business

Response:

Hello,