Ashley Furniture Industries, Inc.

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.

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: 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: 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,

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: 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: 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: 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: 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: 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: 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 a sofa and love seat set back in November of 2012. After having the set for only a few weeks the cushions flattened out on both pieces. The company sent out a 3rd party technician who said that the furniture was defective. He also had to inspect under the sofa to check the wood frame. He showed me what was wrong and asked to leave the bottom un-stapled, as he would staple it when he returned to fix it. A week latter I called Ashley Furniture and they said that the techs report said nothing was wrong. After fighting with them for MONTHS they finally sent me new cushions. The bottom of my sofa is still un-stapled and opened to this day. My main issue now is that the sofa creeks and squeaks horribly. It is just my wife and I who live at our house.It has never been jumped on or suffered hard use. In fact,we spend most of our time in the basement on another piece of furniture we purchased from Ashley Furniture that has held up perfectly. I called their corporate office and was told that the frame is not covered. I had/have a copy of their warranty that says that it is covered. The person had to keep putting me on hold to check to see why it was not covered. She had to go to her supervisor (who was the one who lied originally and said the tech said nothing was wrong with our cushions). After much back and forth I finally spoke to the supervisor. She explained that I was wrong and that there was nothing that would be done. I went higher up and finally someone emailed the supervisor to tell her to send out a tech. A tech came out and said that my clips were defective. He wrote it in his report and we have a photo copy of that report. 2 weeks passed by and no word from the company. Finally I called Ashley Furn. and spoke with the supervisor. She told me (again) that the tech said nothing was wrong. I told her I have a copy and she then told me that clips are not covered. I read her the warranty info that specifically says clips in it and she said that there was nothing they would do. I kept calling back and the person who answers the phone told me they were no longer discussing the topic with me. Then one day I came home and there was a package on my door step. It was the clips. I called back and said that I received the clips but someone needed to put them on. No one would call me back. I then visited the store and spoke to the store manager. He Emailed someone and they called me to inform me that they were sending a 3rd party company to come out and fix the clips. When the 3rd party company arrived at my house (same company that came out and reported that it was the clip causing the creaking and breaking sound, but a different technician), this technician said that the first technician was wrong and it just needed some screws put in the wood cause the wood was rubbing together. The clips were never put on. The sofa STILL creeks (even worse now). It is so bad that we wont even sit on it because we are worried it is just going to break. AGAIN, no one will call me back. Their warranty covers the frame and the clips and two different technicians hired by Ashley Furniture said it was one of the other. My love seat is fine and my set downstairs is fine. There is something wrong with this sofa and I want it fixed or replaced. I have given this company several opportunities to make this right and they have not. I purchased this set because they offered limited lifetime warranties on their products. They lie not only what their warranty is but also about what the technician says. I was told that if I have future problems, then I need to speak to the owner but when I call they tell me they can not give his number and you can not speak to him. The only person I can speak to is the supervisor who either A) Wont return my calls or B) when she does return my calls she lies. If I wouldn't have had a copy of the warranty (which is also available on their website) then I would have just believed her. Please help me with this situation.Desired Settlement: At this point I want the sofa replaced. It can even be with the same sofa. I just want the furniture to hold up as your warranty says and assures that it will. I have allowed you into my home on three different occasions to fix this sofa, you have lied to me all three times. Each time I have had to call and spend countless hours on the phone to even get some help. Then you send someone, I have to take off of work and then you lie about what they say. The last time they were there I got a copy of his report so you could not tell me the report said something different (even though you still lied and said that the report said nothing was wrong). At this point, since you can not fix it correctly then I want the sofa replaced with the same sofa.

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,

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: 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: 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: 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: 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,

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: 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,