Ashley Furniture Industries, Inc.

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

We purchased a very nice bedroom set thru our Augusta, Ga. location. The sales staff were very helpful and treated us nice. The trouble began when delivery time came around. First, they didn't have all of the set to ship together. This was after 3 weeks of waiting. Second, they finally called after 3 more weeks, and 2 calls to say it was backordered, to tell me they had the rest and wanted to deliver. The lady called on 25 August and wanted to deliver during the current week but I was on a business trip that week and set up a date for 10 days later (15 Sept.) since I was on vacation at this time. That's when the real problems began! I started getting the automated calls for delivery on 8 Sept. for a Thursday, 10 Sept. delivery. Since you can NOT answer NO to the service, it rolls over to their, sorry, I got to laugh, customer service number. I called this number over 10 yes 10 times, left messages almost every time but NEVER received a call back. My furniture came at the time THEY set up and I never got a call from them. After I wrote an email to their contact address making my displeasure known to them, I finally get a call on Saturday, 12 Sept. trying to blame the NEW system for their issues. I was promised a $200 gift card but we'll see. If you plan on using Ashley Furniture, call their, I 'm laughing again, customer service number 704-674-6370 and see what happens. I challenged Ashley Furniture to do the same thing! Have lots of time on your hands before you make the call!

We were so excited when we bought our new 2014RV because it had Ashley bonded leather furniture. Little did we know that bonded leather was just leather scraps turned into a mush and then attached to a backing. With a few months we noticed it was flaking of the backing and now all the seating surfaces of our sofa and theatre seating are more backing then leather and look disgusting. I have been waiting for someone to respond to our problem but no one has.

Review: I purchased Cross Island coffee table and tv stand from Ashley Furniture Home Store. I was told by the sales represents it's that they were the same collection and matching, as both pieces were not in the show room. The proceeded to show me the "matching pieces" in a catalogue. Firstly, the tv stand I brought home had a gouge in the wood and one door was much darker than the others. I picked up a replacement for both. Secondly, the coffee table arrived to the warehouse weeks later, and upon bringing it home and assembling it was evident the colour did not match the tv stand. It was exchanged for another coffee table. This one, again, did not match. When I contacted customer service, the rep argued that they did match, despite photos that proved a large difference in colour, and there was nothing they could do. I called back and got another rep who admitted the colour difference and arranged an exchange. When the third table arrived, it was still a mismatch, yet the delivery people encouraged me to keep the table. Frustrated with 5 exchanges on 2 pieces of furniture and months without a coffee table, I kept the delivery. Now, the finish is splitting between the grains of the mismatched coffee table to reveal "raw" wood. Over an hour was spent in conversation with a service rep and service manager, [redacted], at the [redacted] location. I was told that the two pieces are different "series" and will never likely match. [redacted] told me it was my responsibility to find the series codes on the product form and deduce that they were different from one another, therefore, different applications of stain, coating...ect. were likely.

An apology for; misinformation provided by the sales and service rep (on several occasions), that I have two pieces of mismatched furniture and the failing finish on the table was provided. It was maintained that since the furniture is out of the one year limited warranty (by approx. 6 mos.) there is nothing anyone can do to remedy the situation.Desired Settlement: I would like an exchange, replacement, or refund in order to obtain quality, matching furniture pieces.

Business

Response:

Hello,

Review: We purchased the product more than a week ago with a delivery date on 12/19/15. As of 12/21/15, the sale has cleared my credit card but the product has not been delivered and we have been provided no explanation or date for delivery.Desired Settlement: Delivery before Christmas as promised.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the Johsnson’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. They 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 the [redacted]’s to discuss their 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 Tell us why here...

Consumer

Response:

Review: Undelivered & scratched furniture.

On Sunday, Sept 21, we purchased several pieces (Bed w/ headboard and footboard, night stand, dresser and lean mirror) from Ashley at the [redacted] location. We worked with Jermaine and then one of the other store design specialists, whose name I don't recall. I opened up an account in order to receive the no interest financing. I did my financing with Ashley (financing person at this location.) The furniture was delivered on Wednesday, Sept 24 at about 330pm. Shortly after (within 45 minutes) it was delivered, we contacted the [redacted] store @ ###-###-#### to notify them that the footboard was scratched and the mirror was not delivered. I have been speaking primarily to Ashley at the [redacted] location and was told that the mirror was left off the truck and could be redelivered on Oct. 11. I asked if it could be delivered sooner since it was not our fault. They (per Ashley the store representative) set us up again for redelivery on Saturday, 10.4 around the same time as the first delivery. On Oct.4 - around 430, I contacted the store again as we had not received the items as promised. I spoke to Jermaine who investigated what was going on with our order. He told me via voicemail, that the mirror was left off of the truck and they could deliver the one off of the floor, and include an additional discount. I called back to the store the next week and asked them to cancel our entire order, and come back and pick up what we had bought from them as I was extremely disappointed about our experience from Ashley. I was told that they couldn't cancel what was already delivered as it had been more than 48 hours. However, they would cancel the mirror since it was never delivered. I have also spoke to someone in customer service who offered a $100 'gift card' of sorts for my 'inconvenience' and they also discounted the discounted the delivery fee from $139 to $69.50. I expressed to them that I will not be purchasing anything else from Ashley so the $100 card was valueless to me.

Additionally, on Wednesday 10.8, a representative came to the house to survey the scratched footboard and attempted to repair it with a furniture pen. My husband told him that using that method to 'repair' the furniture was unacceptable. The gentlemen indicated he would report our displeasure to management and someone would be contacting us within 48 hours. Today is Oct 17 and I have not been contacted by Ashley. I reached out to the [redacted] store again today and have continued to get the run around with getting this resolved. It has been nearly a month and there hasn't been a resolution to my problem.Desired Settlement: I want Ashley to take back what we have purchased and fully refund my account.

Business

Response:

Hello,

Review: I bought a couple dressers from Ashley's Furniture:Upon delivery, the technicians from the delivery company [redacted] damaged one of the dressers. I contacted Ashley's Customer Service on 3/10/13 immediately after the incident. After countless emails and phone calls the issue is still unresolved. Ashley's recommendation was to send parts to fix my "new" dresser. After I entertained the idea and gave them a chance to repair it, upon delivery today 7/2/13... they delivered the dresser in worse condition than I send it for repair -- KEEP IN MIND, I BOUGHT A NEW DRESSER!!! I am not willing to receive a "like new" or repaired dresser. I would like a NEW dresser delivered, so I can move on with my life.Desired Settlement: I would like a completely NEW dresser, which I paid for.

Business

Response:

Hello,

Review: Most ridiculous, unorganized furniture company I've ever dealt with. Ordered a couch in March/April - 5 months ago. Couch was supposed to come in May. Ashley postponed it to June. Then postponed it again to early July. Then postponed it until July 25th. I just received another phone call that they won't be sending it until September now. I have called a number of times over the past two weeks to confirm delivery would be today. They said it would be. I call today to confirm that they are delivering only to be told they are not - that it is postponed until August now. I get the need to make the furniture - but it does not take 5 months to do so. Clearly Ashley doesn't understand the lifetime value of a customer. Had they done right, bent over backwards to fix the situation, we would shop there again. Now that we have had this experience, we will never step foot in an Ashley store again. I honestly don't believe I will be receiving the purchased items.Desired Settlement: Deliver my completed order, with no defects or issues, within the next 5 business days. If this means escalating my order specifically to get it manufactured, so be it.

Business

Response:

Hello,

Review: Had purchased an Ashley dual reclining sofa and chair from Michael's Furniture (ashley dealer) in [redacted] We had the sofa for only 6 mths and began having problems with the coloring/dye coming out of it. Tried for several mths. to rectify with [redacted] as well as Ashley. We got nothing but the run around and NO help resolving the issue. Since then, my daughter had gotten sick on the couch and NOW they color is even worse!! Almost all the dye has come out or peeled in one area.! We even purchased the additional coverage for protection ([redacted]) in order to cover such a possible incident. THEY TOO will not honor the additional warranty and repair our item! NOW it is almost a year and we have been fighting this for 6 months!!! Enough is enough already and we would like this sofa REPLACED or our $$ Given back! We tried to do a credit card dispute for the transaction, but it was too late (only have 60 days to do so)...WE are NOT happy with their products/ services anymore and would like $$ back or a new replacement please!Desired Settlement: Replacement or money back so we can purchase something else. If we get $$ back..will GLADLY give them our sof!

Business

Response:

Hello,

My husband and I purchased a bedroom set, mattress and ergonomic platform bed from Ashley Furniture. The furniture was delivered within a week, but the service technician could not install the ergonomic component of the bed because "the warehouse had not sent the proper parts." The warehouse is two hours away from where we live and is where the service technicians are based.

I followed up with the warehouse's customer service (after someone from sales at our local store directed me there) and requested to have the issue resolved in a timely manner. The service rep was helpful, and she assured me the warehouse would send a technician with the correct parts.

Almost two weeks later, another service technician came to install the bed properly. However, he could not set up the bed because, yet again, the warehouse had not sent the proper parts. The tech also seemed completely unfamiliar with how to install the bed. My husband had to miss work to be home during the "time window" when the tech was supposed to arrive, so he lost wages to wait around even though the issue wasn't resolved.

So, more than three weeks after we ordered the furniture and paid for it in cash, we still have a bed that doesn't work. The most frustrating thing is that the technicians and representatives don't seem apologetic or seem to care about resolving the issue in a timely manner. They pass the blame for why they didn't get us the parts rather than offering solutions for how to rectify the situation.

My husband and I have worked in customer service and sales, so we typically understand when things happen outside individuals' control; however, the lack of concern for the customer is noteworthy and the coordination between the service and delivery departments seems very disorganized.

Hopefully, this issue will be resolved in a timely manner.

Delayed delivery 3 xs, its been a month and they say another two weeks before delivery. I sold my furniture they day before promised dekivery and now am without. tried to get refund and was told that would take 2 weeks also so wait for furniture or wait for money to be returned, either way I am [redacted].

I began with a negative experience with AShley Furniture in Louisville, KY. - Homestore by Jefferson Mall. I had delivery problems as well as some promises that were not kept. However, it seems that these issues are being resolved and are not corporate policy. I spoke to someone in the corporate office about my $1211.00 refund that it has taken me much runaround to receive. The corporate person involved facilitated in the refunding of my money (it is not in my bank account yet but I am trusting that as soon as MasterCard releases it, it will be). Hopefully this is the last review I will need to write but the person who handled this was so kind and accomodating I just had to let everyone know that this company seems in the process of truly trying to improve and I am all for second chances! [redacted]

Review: We purchased a "bonded leather" ottoman and sectional in 2011. In 2013 the cushion fill and ottoman were severely flattened even though the furniture had minimal use. By 2014, the bonded leather was peeling away from the fabric in several pieces. In December 2014 I was excited to remember we purchased a 5 year extended warranty with our furniture and called the number to file a claim. I was told that the warranty only covered accidental damage, not poor quality and that I needed to call the customer service line.

I called and spoke with a nice lady named [redacted] from their corporate off and told her my problem and asked her if Ashley furniture stood behind the quality of their furniture and she replied that they did and to send her pictures of all the tags of the furniture and she would have her manager look at them. She said they had several complaints about this exact piece of furniture and they had made resolution with other customers. I sent all the tags to her on January 8, 2015. I emailed her 2-3 weeks for a follow-up and finally had a response on March 20, 2015; she asked that I take a picture of a different tag. I did and sent it to her March 24, 2015. I have since emailed her for an update and she has not replied.

I realize after reading other people's complaints that they are a horrible company and I should have never done business with them. I do hope there can be some resolution and our furniture can be replaced with quality.Desired Settlement: I would like for the furniture to be replaced or our money returned.

Business

Response:

Hello,

Review: Tried to return Defected furniture twice within 72 hours as listed on the back of their sales receipt. The first time was 20 minutes after delivery. We flipped the chairs over to put protective felts on and all the screw started falling out. Also the table surface scratches with your finger nails.I was told the procedure is to have some one look at it first to see if its repairable. An employee came the next day and took a picture. He said he would have to show his boss. I didn't feel confident about the furniture at that time so I called the store again on the second day and asked them to come to the furniture out. Again someone had to come look at it. Then after two weeks an employee came out and determined it to be defected and un-repairable. Then they claimed it was past the 72 hours. I waited two weeks for the second employee to come to my home to inspect it. I put a dispute in with the credit card company and asked Ashley's furniture to remove the chairs from my house because all the screws fell out and feel they are dangerous to sit on. The employees are rude and un willing to let me speak to a store manager. I called numerous times in a months period and am told the store manager is not unavailable, not there, with a customer in a meeting, in a interview, etc. One month later I have 7 unusable chairs sitting in my house and a defected table. I offered t pay the restock fee and just return everything and they said no. Then I said I would pick something else and they said there would still be a restock fee. I could only exchange for the same thing even though I was not happy with the quality of the furniture. I don't feel I should have to pay restock fee on something that can't be restocked because it is damaged.Desired Settlement: I would like all the furniture taken out of my home and a full refund given. I would like to take my business elsewhere.

Business

Response:

Hello,

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

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 Ms. [redacted]’s claim.

If Ms. [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 she 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

Business

Response:

Hello,

Review: Three years ago, we bought a "leather" couch and love seat from Ashley Furniture. We specifically asked the salesperson if this was 100% leather, and we specified that we wanted a couch that would last a long time. He sold us on the couches we have, and after only two years, the couch began to bubble. We were able to see that this was not leather but vinyl. After a month the vinyl began to tear, and has continued every since. We called Ashley Furniture to alert them of this and ask what we should do to get this repaired or replaced. They said they could not do anything, and asked if we purchased a warranty. We did purchase the warranty, and called them to get their assistance. They informed us that they could not help unless an accident occurred to the furniture. The lady told us if we had a tear, then they could help us. So we opened a claim to say that it was a tear, and we were still denied. We have not been able to get resolution on either end, and our couch now looks like we picked it up off of the side of the road after a family has tried to destroy it.

We also bought a breakfast table with four chairs in that same purchase. When the delivery men came to put it together, they told us that we shouldn't have bought it because many people have complained about both the table and the chairs being wobbly and unbalanced. They were right. Every three months we have to adjust the screws to the table and chairs. The screws are starting to strip and the legs on the chairs are beginning to crack.

This was our first purchase with Ashley Furniture, and we are not tempted to return. This has been a horrible experience, and we would like resolution. We should not pay over $1500 and not have something that lasts within two years of purchase.Desired Settlement: I would ask to be refunded for the entire purchase because the quality of the products are unacceptable, and since I purchased a warranty as well, I do not think I have been shown the level of customer service advertised, promised or expected. I do not mind returning all items purchased to them as well so they can see how sub par the furniture is.

Business

Response:

Hello,

Review: We purchased a couch set about 4 years ago. However this couch quickly fell to peices and now it doesn't even resemble what it used to be. when we tried to contact ashley there is constantly no answer on the other end. this is a abomination that this couch quickly fell apart. it is ridiculous after the high price we paid to receive a couch of this qualityDesired Settlement: we would like a replacement couch on behalf of the trouble we went througg

Business

Response:

Hello,

I bought a sectional coach from the manager at the hargerstown MD. Store..he sealed the deal by giving me a 5yr extended warranty... After 13months a piece of wood tell off from some where under the coach and two of the seat cushions are wore out..I called customer service and was told they couldn't help me because it has bin over a year and the warranty doesnt cover my claim and I would have to pay 125 dollars for a service tect to come out and I would have to pay fix it..this was the worse experience of my life .I was lied to .they will tell u anything to get a sale..

Review: On 2 separate occasions, a couch was to be delivered. December 4th, 2014 was the first delivery date. No furniture. A day of work was missed. Today, December 11th, 2014 after several phone calls assuring this piece of furniture was to be delivered, no delivery. Again another day of work was missed. Now 2 days of work later, calling Ashley Furniture Home Store in [redacted], no one cares to rectify the problem or to call me and tell me what is going on. They don't seem to care and take it for granted that services are not being rendered.Desired Settlement: There should be compensation for missed work. My time is valuable and loss of wages is a very big deal. There is no compassion nor anyone trying to rectify the situation. I have read other reviews and see now that this has been a pattern in the past 2 months. I will not use this company again, but their rating should definitely be decreased. There is no follow through on services nor is there anyone who seems to want to help.

Consumer

Response:

Please omit the paragraph regarding compensation for lost wages. What I meant to say is there was no comprehension for the amount of time spent at home instead of work waiting for a delivery.

Business

Response:

Hello,

Review: I purchased a sectional from Ashley Furniture Home Store in [redacted] at the end of March (3/31/14) 2014. I took delivery of my sectional at the end of April 2014 (I believe it was 4/26/14). By July 2014, four of my sectional cushions were flat, the backs of the sectional were extremely saggy and the sofa cushions constantly "walked" off the sectional. I called for service and a technician came out to my home. He stated that the cushions were walking off the sectional because the backs of the cushions were not full enough, which allowed the cushion to be pushed out. He ordered four (out of six total!!) new cushions and two boxes of fill. His instructions were when the cushions and fill came in, to stuff the backs of the sofa with the fill and replace the cushions and this would take care of the problem. Towards the middle of July, the new cushions and boxes of fill came in. I added the fill to all the cushions and replaced the old cushions with the new ones. Fast forward three months, same exact issue. I again called the Customer Care department at Ashley Furniture in [redacted] and spoke with them regarding my problem. My 1st call on 11/26/14 (spoke with [redacted]) did not go well. She stated the only thing she could do was send a tech on 12/11/14. I told her I worked everyday about 30 minutes from home and could not afford to take another day off work. She told me that was my only option. I requested to speak to a manager at this point. She stated he was not in that day and told me his name was [redacted] and I would have to call back. I called back on 11/28/14 and requested to speak to [redacted]. I was again informed he was not in. The girl that answered the phone (I did not get her name) was helpful and said she would send her top service technician out to my home the next Wednesday (12/3/14). I told her I worked and could not take another day off for a service call and she made sure I was scheduled for late in the day. I said ok. Service tech came to my home on Wednesday, 12/3/14. Took a few picture of the sectional, talked about the cushions going through a "softening" process (which I found very condescending since he told me I would know that if I read a booklet that was attached to my sectional during delivery) and that he would show the pictures to his manager and talk to him about the sectional. He then stated that the manager would give me call about the sectional. I received a call on Friday (12/5/14) from a girl in the customer care department stating that she had been instructed to set me up a service call to add Velcro to my sectional!! My sectional has quite a few strips of Velcro on it already. When I told her this, she said that's all she could do. When I asked about my cushions and how that fixed that problem, she said she didn't know and that all she could do was talk to the manager about it. I stated that I wanted to exchange this furniture with something that would last over seven months (since I paid almost $2500 cash for it!!). She said she would talk to them and call me back in a little bit. It is now five days later and I have heard nothing. I called there yesterday and requested to speak to [redacted] and was told he was out again. I am so fed up with this whole experience!!! All I want is a quality piece of furniture to sit on that I don't have to "reassemble" every time I get up. The chaise part of the sectional is not even usable due to how bad the cushion comes off. The service tech at my house put all my cushions back into place and then took pictures for his manager. I told him to sit on them and then take pics. He said he would be able to see the cushions. I feel like I was treated pretty poorly by Ashley. I purchased the top of the line platinum sectional because the sales person told me this would last a lot longer than any of the bronze or gold items, so I spent more. I feel like I have been ignored and lied to regarding this. I just want a good place to sit!!Desired Settlement: I am requesting a replacement of this sectional. I want to pick out something that will last longer than three months before 75% of it has to be replaced.

Business

Response:

Hello,

Review: key pad on the recliner is not working.{blank}

Ashley [redacted] RAF DBL REC PWR CON Loveseat key pad is blank. Dec 5 2013 I paid Ashley Furniture a visit,I talked to the manager.She told me that the part has to be order,and it will take two weeks.Im still waiting.

I paid $3,370.09 a furniture that the key pad is not workingDesired Settlement: If Ashley Firnuture fix it properly the first time,and it happens againg I want a check for the amount $3,370.09

Business

Response:

Hello,