Ashley Furniture Industries, Inc.

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: 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 have spent over $10,000 with Ashley on new furniture and the customer service, product, and delivery as of to date has been poor across the board. It first took over a month to get are initial order. We went back to 2weeks later to get the remaining pieces of our entertainment center. That took another two weeks for delivery and when it was delivered damaged. When we called customer care they sent someone out to repair it but they came with a spray paint can to cover the damage. The final straw has been a week ago I called customer care to come fix my 4 month old couch after the bottom feel out. The technician was schedule for 6/5/2015, we received our call regarding the time the technician would arrive but 45 minutes after the window still no technician arrived. I called customer care only to find out that the person over our area had rescheduled the call for 6/12/2015 without calling and contacting us. After waiting over 5 hours for a technician customer care told us that there was nothing they could do and that we would have to wait another week for the technician. At this point I'm ready for a refund and to take my business elsewhere.Desired Settlement: I would like the furniture repaired or replaced and a credit of no less than 10% to my account for the furniture.

Business

Response:

Hello,

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

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: 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:

Bought a couch that looks terrible, the cushions are lumpy. I immediately called the store and never heard back from the manager. Bottom line is they will not return the couch. If you are having problems contact your local Attorney General.

Review: On 11/3/10 my husband and I purchased a Living room furniture set consisting of 2 rocker/recliners, 1 love seat with dual recliners, and 1 sofa with dual recliners. This purchase was made at [redacted] and was sold as leather furniture. The furniture band is Signature made by Ashley.

After less than one year the sofa and one chair developed ugly red spots and the "leather" was pealing away. Being under warranty, we contacted the seller who was reluctant to do anything to remedy the situation. We contacted Ashley directly who assured us the warranty was valid, contacted the seller and both items were replaced.

Now, after less than two years ALL of the furniture has developed red peeling areas, including the replacements which are less than two years old. My warranty is out of date but this is a ridiculous situation. Who expects to pay thousands of dollars for furniture that only lasts two years? In my research this problem is common with cheap "bonded leather", this furniture was described as "leather" NOT "Bonded Leather" and that seems like false advertising in spirit if not the letter.

I contacted Ashley furniture via their website over two weeks ago (request $394481) but have recieved ZERO communication from them.Desired Settlement: This furniture was defective and I think a refund is in order.

Business

Response:

Hello,

Review: I purchased two couches back in December 2012, after only a couple of months of having them the cushions started to get lumpy. The seat and back cushions lost their support and would sink in the middle of the couch, I contacted Ashley's customer care on August 2013 to report the issue since the couches are still on manufacture warranty. The representative asked to send pictures of the couches thru their website in order to proceed and someone will contact us. A few days later they contacted me saying they were going to order new cushions and stuffing and once I receive them to contacted them back. So I did but they send us the wrong ones now they would reorder them & send a technician to swap the foam in the cushions and stuffed more stuffing into the back cushions. Since the materials are the same kind as the old materials, my cushions went lumpy and began to sink once again within a month. I contacted Ashley's customer care once again spoke to manager [redacted] and that he would send his best technician out to my residence to inspect the couches and will not order any more cushions or stuffing because it is the same material and will wait until the report of the technician arrives. He then stated that when my manufacture warranty ends the good thing will be that I bought the extra coverage. The technician advised us that he could not fix the couches because the issue was the foam in the couches, and that the couch needed better support in the frame and that the foam needed to be high density foam in order to not have this issue. I contacted the customer care department once again and they advised me that the report showed they were up to standards. I asked to speak to a manager above that department once again placed me on hold to come back to advised me that all managers are either on the phone helping other customers or in a meeting someone will contact me by the end of the day, no one called me back. I decided to call the store where we bought the couches to speak to a manager but was also busy & would call me back by the end of the day. No one ever called back so we drove to the store. Spoke to the manager [redacted] showed her the pictures of the couches. She stated that they will send customer care the pictures and our issues to see if we can re-select different couches. My husband called customer care was placed on hold for approximately an hour, manager [redacted] advised us she did not understand why the technician had told us that the issue was with the materials. When the report stated their was no issues with the couches. So we asked for a copy of the technicians report that we haven't yet received. [redacted] then stated she would send out another technician and if he advised there was an issue she would fix the problem even if they had to do custom cushions. The technician came once again and advised the same thing that the issue was the cheap materials that the couches should not be doing this since they are still pretty much new and I was still on warranty he advised that the only way to fix them would be to have my cushions custom order with high quality foam and would need to create a better support on the couches. My husband contacted [redacted] once again and told her of the technicians report, she said she will not custom make custom cushions for us and will not replace my couches even though their are still under manufactures warranty. She went on telling me that it was probably my life style that had cause the issue with the couches and that next time we should buy another type of couches. She was very unprofessional and rude. I asked to speak to someone higher than her she said that their was no one else that could talk to me that she had already spoke to [redacted] of Ashley's and there was nothing else they could do for me, after being on the phone for over an hour she advised that they could discount 50% of the couches price and would pick up both couches from the house, but I would still be responsible to pay the other 50% without having the couches anymore. I continue to ask for someone higher then her or a corporate office number to place a complaint. She said she would send out an email to a director they would contact me since I was still not understanding what she was saying & maybe if someone else explained what she was saying I would be able to understand. Which I stated that I understood perfectly fine that I didn't need for someone to call me to explain or break it down for me. That what I wanted was to speak to someone higher than her, she basically just rushed me of the phone rudely this was about a week ago and still no response or call from no one. Ashley's is not honoring their warranty on their product and are refusing to fix the issue with the couches which seem to be defected on them. Called today 11/22/13 at 10:50am approximately spoke to manager [redacted] about the issue with the couches and that I was still waiting on someone to contact me concerning my issue he stated he would advised manager [redacted] that I called. I then asked him if he could give me a number or name of someone higher then [redacted] he stated that he can not that [redacted] was the only one that could do that, but that she is a very high up manager......my contact ph # is ##########. Or email is [redacted]Desired Settlement: I would like for Ashley, to replace my couches at 100%....with a different kind that's not defected....I want to go to the showroom and re-select....I don't want to be charge for 50% of the old couches...and still have them take them away....they want me to pay half price for couches they are going to take away....makes no common sense.....and keep in mind that am in all my right...since they are refusing to make the fixes that their own technician recommended....and their warranty states...that if the items cannot be fixed and the item is no longer available for an even exchange...since the couches have been discontinued.....then they are obligated to replace them with another item....since my manufactures warranty is still in full effect.....my ctc ph# ##########. Or email is [redacted]

Business

Response:

Hello,

Review: My statement reads my payment is due on the 8th of every month. On Dec 8th, 2013 at 7:51pm I made a payment however I was charged a late fee. I called in only to be told that the cutoff time to make my payments on the due date is 5pm. If this is the case then that cutoff time should be stated and shown very visibly alongside the Payment Due Date. I was informed the information pertaining to the cutoff time is provided in the fine print on the back of the statement.Desired Settlement: I would like to have the $25 credited back to my account. I paid as required on the due date.

It appears as though AF and its credit card issuer are trying to take advantage of its customers by attaching a cutoff time for payments on the stated due date without making it crystal clear. All in the hopes that customers would not read the fine print and believe they are ok as long as they make their payment by the date shown on their statement.

Business

Response:

Hello,

Review: On January I bought two twin sleigh and two dressers. the legs of one of the dresser are missing I called right away to the store about it and they said don't worry in two weeks somebody is gonna be there to fix the problem I held three weeks and nobody show up so I called [redacted] the person who sold me the furniture, He transffered me to another department and they asked for other week to come over and fix the problem but this is the time I'm still waiting. would you please help me out with this issue?

sincerely: [redacted]

Business

Response:

Hello,

Thank you for contacting

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

regarding Mr. [redacted]’s situation. We take these matters seriously and

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

a timely manner.

Each authorized Ashley dealer and HomeStore is independently

owned and operated. All warranties are handled at the retail level; therefore,

I do not have information at our office regarding the status of Mr. [redacted]’s

claim.

If Mr. [redacted] or the Revdex.com would like to reply to

this email ([redacted]) with additional

information, I would be happy to forward a request for service to the owners

and/or managers of the store from whom he purchased. Please provide me with the

name and location of the store where the furniture was purchased and the model

and serial numbers of the items in question.

Thank you.

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Review: march 23 2013 at the [redacted] location I purchased a dark wood table with 6 chairs with a cocktail table which was delivered couple weeks later. when I purchased the table and with the sectional I purchased one year prior from Ashley the salesperson told me on both times that Ashley will cover the product from one year of purchase date( from delivery) whether accidental or manufacturer defect. on the sectional prior they made good on that and fixed a cushion that the extended warranty company denied stating it was from normal wear even though I only owned the couch less than 6 months. when the table was delivered and set up by the workmen I noticed on the side of the table it had water damage up under the wood and the finish was starting to come off. I called the warehouse in poca wv and they set up a repair man who came out and ordered me a new one, it took a couple weeks for the new one to finally come in and to be delivered to my house. a few months later I noticed on 2 of the chairs that we don't even use on the other side of the table the wood had chipped off in large chunks, I called the poca warehouse once again and set up an appt for a technician to come out to look at the chairs. he came out 2-3 weeks later and I did have to change the appt time once and ordered 3 new seats as they had chipped marks. he said sometimes if the chair bumps each other they can chip. I actually was very surprised since I payed over 800.00 for a dining set that chips if the chair corners bump into each other. so the end of march my 4 year old niece was sitting at the table as I was babysitting and was coloring in her books and I looked down and noticed scratches where she had been sitting and my nephew was sitting from them drawing and coloring. I once again called the warehouse in poca to set up a repairman to come out, he came out about week and half later and looked at the table and states I cant do nothing with this, I can take some pictures to give to them. he took a couple pictures at different angles and then left. I heard from [redacted] at the warehouse on the following Saturday telling me that since my niece did it while she was coloring/drawing that they wouldn't cover this , only if it was a manufacturing defect. I said how is it not a manufacturers defect. I have had nothing from problems with this table from the day I received it from the table to the chairs. and that this table's wood is so soft that a 4 year old and 2 year old could make scratches in it from drawing. she said well sometimes they could press the pencil down to hard and that there is nothing they can do. I told her that this is insane, I have been a good customer with Ashley and always recommended them to family and coworkers and had planned on getting a new bedroom set there in the next month until this occurred. I told her that they are losing a valued customer and will be cancelling my credit card there also. If you pay over 800 for a table and you cant write on it without indentions occurring is insane. This table has been a defect since the first one was delivered. you shouldn't sell something you don't stand behind.Desired Settlement: I wanted my table replaced since it couldn't be fixed, I have dealt with all the problems with the first table and the chairs issues.

Business

Response:

Hello,

Review: No one knows where my table is.

I purchased a table from Save on Furniture in WS. I guess that was my first mistake because they were going out of business but I fell in love with it. The store was wonderful. They ordered me a brand new table in the box. once we got the box home we put the table together and your are supposed to be able to pull the leaf out to extend and make the table bigger. It will not extend out. We have tried for hours to get it. I contacted the Warrenty departement on May 22nd and [redacted] emailed me back on the 29th. Which is a long time in my option. She told me she was locating a homestore to ship the table to because I live in Iowa. On May 30th she emailed me and told me my new replacement table would be delivered to the Ashley home store the week of June 4th. June 4th week came and went. [redacted] was out on vacation so I decided to call the store myself they had no clue what I was talking about and told me they dont have product delivered to the store. So I called the warehouse. They also didn't know what I was talking about. So on June 11th I asked [redacted] for an update and she respond with I am checking with upper management requesting an update as to when we will be contacting you. Well here it is June 17th and I still haven't heard from upper management or [redacted]. Please do not get me wrong [redacted] has been wonderful in responding to my questions. But where is my table I am getting very upset and about ready to tell me to take the damn table and give me a new one. I just want to tell everyone that if you buy Ashley furniture you better hope you dont have a warranty issue because no one will know where the new piece is. Who knows its probably sold to a new customer.Desired Settlement: I just want my table replaced.

Business

Response:

Hello,

Review: First problem is customer service giving me wrong info regarding finance. Second issue not telling me about delivery time system. I got a text message at 7 pm a couple days prior to delivery. Contacted store, the rep was suppose to call back after speaking with delivery. I told her later morning early afternoon would be best because I didn't get keys until 9. She didn't call back, I called store back I spoke with a guy stated the time was changed to 8am-11am. I stated that wouldn't work because of keys, he was very rude stated he know his staff told me about delivery timing and said he has other calls to tend to.After employee info was requested he said he would see what he could do. The time was not able to be changed. Oct 3 8 am I get an automated call stating they were close by. This is the day I was told by a rep my bed was back order and Im only getting a dresser. After speaking with cust serv I was told my bed was damaged not back order and it would be 10 days before I get it. A supervisor told me I would be compensated for the trouble and I chose to get rail from delivery cntr. I spoke with cust serv and management and asked if my account said anything about compensation amount I was told no because they want to make sure I am refunded fairly if anything else would happen.Oct 13 Im waiting for delivery before I go out of town. An hr passes and I call and they tell me that the bed was not on the truck. After speaking with cust service after my bed was finally delivered after 2 weeks I was told I would get 50 off to finance company and a gift card. I stated I dont intend on spending more money with them and I don't think that is enough money. They stated they can only give me off a certain amount depending on how much I spent for furniture. I told them this was never stated and that is not good customer service and I have had issues since day one with this purchase. I wanted to speak with a manager and never did a manager get on the phone and I was never called back!This isn't even the endDesired Settlement: I would like to get a fair compensation like they stated they would for the horrible customer service and miscommunication throughout this whole purchase. The compensation should be direct toward my bill because I will never spend their gift card toward their furniture. It is too much of a headache.

Business

Response:

Hello,

Review: We purchased what we thought was a leather sofa in December 2010. Early in 2014 the leather started to peel. I have tried to contact customer service. One person told me to email photos of the damage. I did. Two months later, I still haven't heard from them. I'm trying to call the store now. They shouldn't call it leather furniture if the "leather" is going to peel off.Desired Settlement: We would like a refund, repair or exchange for a product that is of a usable quality.

Business

Response:

Hello,

Review: I ordered furniture on 11/29/2014 and was supposed to get delivery in 4-6 weeks. It has been 8 weeks now and they are unable to deliver my dinning table. I am very frustrated by the professionalism this company has shown me. When I call to ask what is the problem and why is it taking this long, they just transfer me so other departments and I am placed on hold for 20-30 mins. No body seems to know why my order is messed up. They have not offered to compensate me or anything and I am stuck with 6 chairs in my living room without the table.Desired Settlement: Deliver my dinning table ASAP and offer complimentary product.

Another furniture store gave us free pair of side table lamps when they were not able to deliver furniture 3 years ago.

Business

Response:

Hello,

Review: Bought a Ashley [redacted] sectional RAF press back power chaise (ohs) 3 piece couch within 11months fabric pulled away to the point that it is no longer use able price was 1,550 dollars and paid 150 dollars for fabric protection we called the store [redacted] and got the run around 2 weeks later the store was closed we were told to contact Ashley furniture directly we have sent them numerous emails and placed several calls to them this has been on going since December 2014 and we still get no answers we complied with there request for serial numbers and product codes but still have a couch we can not use witch was very hard during the holidaysDesired Settlement: Would like couch repaired or replaced

Business

Response:

Hello,

Review: Living Room was bought back in the first week of January. Feb 26th and still no furniture. Plus, delivery wasn't complete.

The management from the store and from the warehouse aren't able to complete a single task. Customer Service is unacceptable and incompetent to resolve a task. Salesman tell you lies to get you to buy anything. They hide between warehouse or store to throw themselves the problem between them. They blame each other, and they aren't able to make a customer happy. I WILL never buy from Ashley Furniture EVER AGAIN! I paid in full price at the beginning for my living room set, and had to wait over 8 weeks to see it, plus order wasn't complete. Over numerous continuous complaints, NO ONE was able to help me or give me a solution to my wait, or my problem. Moreover, they kept promising to me about the delivery dates, and it was never fulfilled. POOR, POOR job @ the customer service part on the management team from this region. I can only hope their [redacted] was aware of my situation and wasn't looking "the other way around" I feel sorry for them. You have lost a good customer.Desired Settlement: Even with all the problems that I had, I could of really wanted the living room. They kept offering 100.00 gift cards to me on more than two occasions. They PROMISED that they would send it in the mail, I NEVER SAW THEM!!!! I didn't even get them. The supervisor that I spoke was speechless when I explained my situation. He's name was John, I believe. He didn't make the effort to make the situation right. He offered me AGAIN a $100.00 gift card, and after I told him that the very first gift card

Consumer

Response:

this is the information that you requested:

Ashley Furniture

The Salesman named was [redacted], and [redacted] that I remember was either a [redacted] around his 30's and/or a [redacted] shoulder length hair.

Business

Response:

Hello,

Review: I went into this store June 09, 2014 and purchased a dining set for 1,153.31. In Dec 2014, I noticed the dining set was wobbly esp table and chairs fallen apart. I called the store and informed them and was told someone would come out to look at it. I never got a call back. I called back in early Jan 2015 and was told same story, waited and no one came. I was given the service and repair center and told to call which I did and no one got back to me. I called two days using my break times and I was put on hold for an hour twice and hung up on. One of the events was heard by a rep on the phone from the main store since I had her on speaker while I was on the other phone with the service center. I decided to go to the store to find out what was going on Feb 10, 2015. I lost out on $486.00 cancelling my shift. At the store I was met with excuses and horrible customer services, told to be patient and someone would contact me as if I had not been patient enough. I was contacted on Feb 12 and was told to send emails to the repair center which we did and no one contacted us. I had to travel to Texas Feb 20th and left my significant other in charge, I returned on Feb 23rd only to be told he had called multiple times and no one called back. I returned to my nursing work and had to cancel another shift losing out on another 486.00 on Feb 27, so I could go to the store and find out why I was being treated in this horrible manner. I was met with rudeness and excuses, was told the old manager I talked to no longer works there and the current two mangers that I spoke to had conflicting stories. One claimed the repair center was scheduled to come out on March 3, and the other said they never got the pictures. I was also told from the pics it looks like wear and tear and if I in fact had tried to tighten the screws myself because they are not going to keep coming out for that. I was appalled at the horrible ratings of poor customer service and unreturned calls online and fraud claims.

Product_Or_Service: Dining set of 6

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am asking for my full refund at this point, I believe I was sold used old furniture. I have evidence based on the horror stories online with people met with similar or worse predicaments. The dining set is fraudulent. They can come and get the furniture. I do not want a repair or anything else at this point. I am never home to use the set so wear and tear excuse is a lie and ridiculous. I even purchased a 5 year warranty.Thanks [redacted]

Business

Response:

Hello,

Review: This company promises one but doesn't deliver anything. I went into the store on 2/24/15 I have even made a payment and still have not received my purchase. No one has answers or bothers to call back. Managers never fix the problems they just say that they will call you back and they never do. Money can not be essential to this company! Customer service definitely is not something that Ashley Furniture cares about,after they have your money they could not care less about anything else.Desired Settlement: I would like the bed delivered before I have company and they have to sleep on the floor.

Business

Response:

Hello,