Ashley Furniture Industries, Inc.

I PURCHASED A SOFA, AND A RECLINER, FROM HH GREGG, HAD A PROBLEM, CALL FOR TECH TO COME LOOK AND THE TECH TOLD ME, THE RESISTANCE WAS GONE, DO NOT KNOW WHY, BUT THE REPORT THE TECH TURNED IN, WAS TOTALLY DIFFERENT, CUSTOMER WAS AT FAULT , WE DO NOT HARDLY SIT ON THIS COUCH, NOW HAVE ANOTHER PROBLEM, THERE IS SAWDUST, ALL UNDER THE COUCH, DO NOT KNOW HOW THAT HAPPEN, AND TO ADD TO THAT THE COUCH IS DROPPING LTTLE BLACK SPOTS, AND THEY WANT ME TO TAKE PICTURES AND SEND THE PICTURES TO THEM, THIS COUCH IS NOT A YEAR OLD YET, PASS THE WORD DO NOT BUY NO ASHLEY FURNITURE PERIOD, IF ANYTHING HAPPENS TO THE FURITURE IT IS ON THE CUSTOMER, ASHLEY DOES NOT TAKE ANY RESPONSIBLES.
ASHLEY FURNITURE LOVES TO LIE TO THEIR CUSTOMERS!

My experience with my furniture purchase at Ashley has been HORRIBLE! My sales person made it seem like even after delivery if there were issues they could be resolved and that she would help. I was never told there were no refunds and although I made my furniture work and fit, it was still handled very rude from one of their managers. Now my Furniture (Sectional and Dining table with 4 chairs and a bench) were scheduled for delivery a little further out because I had to wait for them to have a part of the couch in stock. So I waited and explained that the date they set up for delivery (Sunday 8-16-15), I would not be available but they just said to have a family member their to sign and if there were any problems after, that they would take care of it. My family member signed off on the delivery while I was not home and when I was on my way home I received a call from Ashley Furniture stating they did not deliver 2 dining chairs or the bench due to damages and that I would have to wait until mid Sept because they were on backorder. When I got home, I noticed that they did deliver the 4 chairs and not 2 but that they had not delivered my bench and the dining table had a large dime sized chip on top of it. I called the store and they explained they were sorry and they thought everything was delivered. I also got throw pillows that I did even know came with the sectional set. ??? I explained about the bench and they said it would deliver around the 23rd of this month and that they were going to send a repair man to as the issue on the dining table before anything could be exchanged. I specified I did not want him to try to fix that, it was a brand new table and I felt as though I should just have it exchanged. I ended up cancelling 2 work meetings in my house because I was missing the total amount of seating I thought I would have so after I explain my issues to a manager that seemed annoyed to even talk to me, she stated that she would send me a 200 gift card in the mail to make up for the delivery fee. When I got the card in the mail, it was for Ashley Furniture purchases and it states I have to spend $1000 in order to use it. I have already spent $4000 and still don't have a bench or table exchanged??? So I finally call back to question the gift card and was eventually told a repair man had tried to go to my home the day before?!? WHAT?!? Nobody has called me and I work during the week? Now I was told that I needed to call corporate to reschedule the apt for the repairman? So I call corporate and speak with Kenya who states that it looks like everything has been delivered. After I tell her that is incorrect she finds somewhere in the notes that I did not get a bench or 2 chairs. I explained that I got the chairs (All 4) but I did NOT receive the bench. She stated she was going to contact the warehouse and tell them that I got all of the chairs. She said the bench was available as of 8-20-15 and set it up for delivery on Monday 8-24-15, I told her I would be home ALLLLL day to avoid anything going wrong. Then I complained about the table and explained everything I was being put through and that I wanted it exchanged or refunded. She put me on hold and came back and said her supervisor approved the table to be exchanged. I then asked her how soon the table could be exchanged and she said she would look into it and call me back the same day. This was yesterday ,8-20-15 and she never called me back. So today I called her again and spoke with someone else that stated she just got in so she couldn't help me. So the lady I spoke with looked up my account to then tell me she could have the table exchanged on 8-24-15. SO I told her, "great the same day as the bench is being delivered?" And she said , "I don't have a bench scheduled here for delivery" !!!! I then asked for her supervisor because at this point I don't understand if this is a joke? So a supervisor gets on the phone and tells me the notes don't make sense and that she does not see a bench here at all. I explained that someone in her office (Kenya) scheduled it to be delivered to my house the day before. She apologized and said she was going to look into it and call me back. An hour later, Kenya calls me back to schedule the delivery of the exchange on the 27th when I was already told it could be delivered on the 24th, WITH MY BENCH! I asked her if she spoke with her supervisor (SuAnn) and she stated no. I then told her I talked to her supervisor about an hour before because they are stating the bench you told me would be delivered on Monday is not even showing up. She said all she remembers was telling the warehouse to not deliver the extra chairs??? Oh my God I lost it. For the Love of God, I just need my BENCH AND TABLE EXCHANGED!!!! ITS NOT THAT DIFFICULT! I think all of my furniture that I purchased from Ashley furniture is beautiful and I love it but if I could return it ALL I would only because of what I have had to deal with after the delivery. This is crazy. Its a joke and is HORRIBLE customer service. Nobody has called me since Sunday except Kenya about 30 minutes ago who was still clueless as to what is going on. I will never recommend them to anybody. I don't ever want anybody to deal with this drama.

I will NEVER !!!!! go to Ashley furniture again & will advise all of my family , friends & if I had enemies them as well not to even set foot in any of their stores I bought a matching couch & love seat w/4 recliners built in in april of this year in the Evansville Indiana location have had to have the fabric replaced on the loveseat already I've not even owned them for 6 months yet !!! ( 'coz I got them in june) & now the loveseat frame is BROKEN & the top of it's leaning to 1 side can't even sit in it w/o the broken piece pushing into my back the 1st issue took several weeks to be taken care of now here I am waiting again just to get a tech to come out & look @ it he tried to tell me it's not broken , over the phone mind you, not even seeing yet it I say oh no it's broken the wood looks very old & of very poor quality & I have to keep sweeping sawdust off of the floor daily behind the loveseat it's no wonder they've got a "no return policy" it's 'coz they KNOW they send out crappy trashy junk so once they push it off onto unsuspecting customers that wouldn't think they'd be so ripped off by a well known company they're like well it's your problem now I would've done better going to a goodwill or salvation army store & bought used furniture so take my & many others advice stay clear of Ashley furniture , but I believe in karma 1 day this will all come back @ them & it will be a big pay back 'coz what goes around eventually comes around these people are ruthless heartless crooks !!!!

Review: In November 2012 we purchased a couch and 2 accent chairs from the [redacted] store. The 2 accent chairs were damaged, after a few months of going back and forth, the [redacted] store took the chairs back and issued a store credit of $461.98 The store credit of $461.98 was issued on May 28, 2013. On September 21, 2013, we purchased 2 area rugs using the store credit. Per the contract the area rugs were supposed to be delivered within 3-8 weeks of the purchase. We have received several phone calls from the store since the purchase date informing us that the area rugs would be delivered by middle of November 2013. As of today (12/21/2013) area rugs have not been delivered. We have made a few inquiries last two weeks and the response we received around December 11 was that the purchase and delivery was canceled for some unknown reason. Now. every time we call to get status, we are being told that the manager is on vacation, or at lunch, or sick, or hungry or in the bathroom and we never get the status. At this point we want the two area rugs delivered immediately and cash in the amount of the full store credit of $461.98. Thank you.

[redacted]Desired Settlement: Refund - Cash of $461.98

Deliver 2 area rugs immediately for free of charge

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,

Review: Ashley Furniture will not honor a warranty claim despite the claim clearly being within the definition given to me by the salesman and in the product literature. I purchased black leather chairs and an extended warranty from Ashley Furniture Industries. These chairs are cracking and ripping. Customer service will not send a field representative to look at this damage. Customer service states that there must be a stain on the chairs for them to come and look at them. However these chairs are black leather and do not stain. Why was I sold a warranty for stains on black leather chairs? I have called them numerous times and each time the representative will take what was said, and claim that is excluded under warranty coverage. When I call the store to complain they state that the responsibility with Corporate as the warranty provider. It is my position that my claim at least merits a review by a field representative. However, each rep will refuse service and become rude when pushed to send someone out to look at damages. I and my wife have gone through this experience with three seperate representatives including one named "[redacted] and another named "[redacted]." It is clear after numerous phone calls that this company is selling warranty's and making a business out of not serving g them.Desired Settlement: I would like a refund for the cost of the warranty since they will not honor it.

Business

Response:

Hello,

Review: The leather sofa that was manufactured by Ashley furniture has a limited one year warranty but this should be extended due to a manufacture defect with their product. The leather is peeling off and sagging in some parts with rippling. The peeling is so bad and so much that the peeling is just falling off and my baby is trying to eat the peelings.Desired Settlement: I would like for Ashley Furniture to replace my sectional sofa with a comparable sectional sofa and send someone to take away the old sectional with complete setup

Business

Response:

Hello.

Review: discoloring of leather within 10 months of purchase, warrenty company said it was normal wear which it was used very little, the frame was already sagging and separatingDesired Settlement: repair or replacment

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: 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: The wrong sofas were delivered and Ashley Furn. told us that was what we bought according to the skew #s. They now are keeping 30% for restocking fee.

My family and I purchased 2 sofas from Ashley on 11.22.14. We put $500 down and financed the rest. We waited over 3 weeks for them to be delivered and when they arrived, they were leather sofas. These were not the sofas we had ordered so we called the store immediately and sent them back. Both the sales associate, [redacted], and [redacted], were extremely rude and told us that since we signed the invoice with the skew numbers those were the couches. As customers, we expected the sales associate to know the correct skew number. We did not know the name of the couches or their skew number, as that is not our job. Rather than apologizing, they continued to be unprofessional and then told us they were keeping $370 for the 30% restocking fee. This is outrageous considering we did not make the mistake. We then emailed the owner, who never responded. As customers we trust that when we are sitting on the couches and the sales associate tells us she will ring them up that we will be signing on the correct couches. We did not know we had to know the skew number. I asked if knowing the skew was expected and [redacted] sad no. However, we are now our nearly $400 for a mistake we did not make. When I told [redacted] we would be filing a compliant with Revdex.com, he responded by telling me to "Go ahead because they always side with us". I do hope this is taking seriously. I have never had to file a complaint against a company before and hope that this is addressed. I look forward to hearing from you. Thank you for you time and consideration.Desired Settlement: We want our $370 back from the cash deposit that Ashley Furniture is keeping for a 30% restocking fee. This was clearly a mistake on their end and this needs to be resolved. We do not have nearly $400 to throw out the window, particularly since we still need to purchase new sofas since we had our old one hauled away under the impression that the correct sofas were going to be delivered. I can tell you that we will never shop at Ashley Furniture and I have shared this story with all my friends

Business

Response:

Hello,

Review: I ordered some new Ashley furniture from Ashley Furniture Home Store in [redacted] on 02/22/2015. The furniture was scheduled to be delivered today, 03/28/2015. However, when the furniture arrived at my home, I found that most pieces were damaged with some scratches or dents on the surface, on the back or inside the drawers. I feel so frustrated with the poor service by Ashley Furniture and their warehouse or delivery team did not thoroughly and carefully inspect my furniture before their delivery. Instead, they tried to deliver to me those defective furniture with all kinds of damages, though I ordered brand-new furniture from Ashley furniture store.

Also during today's delivery, Ashley Furniture's delivery crews did not any protection like plastic wrap on my carpet in my new house. That was not professional or acceptable at all.

For your information, my Ashley Furniture sales order # is [redacted] and my phone number is ###-###-####.Desired Settlement: I request Ashley Furniture to re-deliver me all my ordered furniture in brand-new conditions on the morning of 04/03/2015, this coming Friday.

I ask Ashley Furniture warehouse to conduct very thorough and careful inspections on every single piece of furniture that they will deliver to me in order to ensure there is no damage and in brand-new condition.

Also I request Ashley Furniture to give me the first appointment on the morning of Friday, 04/03/2015 for furniture re-delivery.

If possible, please deliver all the furniture in the original boxes and then assemble them in my house.

If that is not possible, at least I ask Ashley to ensure their delivery crews to do full protection on the furniture to completely prevent any damage in the transit.

When Ashley re-deliver the furniture, their delivery crews should put necessary protection on my wood and carpet floors before moving the furniture into my house.

For your information, my Ashley Furniture sales order # is [redacted] and my phone number is ###-###-####.

Business

Response:

Hello,

Review: I purchased a sectional couch from Ashley Home Furniture located in [redacted] in November of 2014. The couch was delivered in late November, and by January of 2015 it was clear that the loveseat sofa of the sectional was sagging in the middle. By March/April the sofa completely sunk in, and when we finally turned the sofa over it was revealed that the main wooden support beam was broken in half. This was not caused just by sitting, this is a manufacture defect as the piece of wood was already fractured when it was first delivered. I called ASHLEY'S DAMAGE AND REPAIR in the beginning of April, citing that the sofa was broken due to a manufacture defect. After a month of emailing and scheduling someone from Ashley's damage and repair finally came to look at the sofa at the end of May. He was at my home for a total of 5 minutes, and looked at the damaged sofa for a total of 30 seconds. I didn't hear anything from the company after this technician came to my home so I emailed Ashley's damage and repair at the beginning of July to no response from the company. At the end of July, frustrated with the lack of response, I called damage and repair again, and was told that my ticket was closed. I explained to the representative that I was never notified about this and that I would like the ticket reopened. The customer service representative told me she would pass it on to the manager and that I should be called within a week. Another week passed with no call, so I decided to call again only to be told that my ticket had been closed and that the technician determined that this was a customer inflicted damage and not a manufacture defect. I asked to speak to a manager and was refused, so I am left with a defected sofa and Ashley furniture won't accept any of the blame. I then called corporate who transferred me to (301)782-3800. I spoke with Angela about the issue, and she told me that in order to have my couch fixed that I would have to have another technician sent out to assess the damages, and that I would have to pay for it. I am noticing a pattern in poor customer service, I am weary of having to pay for a second technician to come out when I know that the furniture company isn't willing to admit that it sells damaged goods, and he will probably report that it is a customer defect also. I would be shocked if they actually admitted that manufacture defects happen, as other reviews report similar feedback. The customer service is absolutely dreadful and they are swindling customers so they don't have to replace damaged goods. After visiting their Facebook page, Revdex.com page, and other complaint websites it is clear that this is their tactic, as all the feedback was similar to my own experience.Desired Settlement: I would just like my sofa replaced, in a timely and professional matter. I know that this is a manufacture problem, not a customer induced issue, and I would like for the company to responsibly accept that they are selling broken furniture. I don't think I should I have to pay for a second technician to come and look at the piece, this should be on the company's behalf.

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 want toensure the proper steps are followed so a resolution can be reached in a timelymanner. Ms. [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 FallsChurch store, along with a request for them to investigate this matter furtherand contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the Falls Church HomeStore Customer Care departmentat ###-###-####.Sincerely,TammyK[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Consumer

Response:

Hypothetical question: If I pay extra for a piece of furniture to be delivered TO me, should it not be delivered at a time that is convenient FOR me? I have had the worst customer service experience with Ashley Furniture imaginable. I ordered a bed frame a month and a half ago and paid extra for delivery. At the time that I ordered, I made it clear that I needed an afternoon or a Saturday delivery time. The sales rep told me this would not be a problem, and she would make a note of it. I reiterated this point to the delivery company when they called to set up a delivery date a few weeks later. The night before the bed was supposed to be delivered, I received a call saying they would be at my home between 9am and noon. When I once again explained that I needed an afternoon delivery, I was told that they could not be there the following afternoon, so it would have to be delivered on another day. I was told they would call back the following day with a new delivery date and an afternoon time. I heard nothing from them for over a week. When my husband finally got in touch with the delivery company, we were told the bed would be delivered the following Saturday. Several days later I received a phone call to set up a new delivery time, as apparently no record of our Saturday appointment had been kept. Luckily, there was still Saturday availability, so I rescheduled the appointment my husband had already scheduled. During that conversation, the gentleman I spoke to assured me that the bed would be delivered on Saturday, and I would receive a phone call that morning with a three hour time window. On Saturday morning at around 10am, I called them because I still hadn't heard anything. That's when I was told that they had no record of my delivery time, the truck had already been loaded, and my bed was not on it. At that point I was just done, and asked them to simply refund my money. I was told I would need to do that through the actual store where I purchased the bed. I tried to call at 10:30 after the store had been open for half an hour and was redirected to a call center that was unable to help me. I finally drove to the store and asked to speak with the manager. I was told that he was in a meeting, but the office manager said she would have to fill in a refund request that would need to be approved by her manager. She told me that she would call me later that day, or on Monday morning at the very latest. When I still hadn't heard back from her by Monday at 4, I called the store. I was told she had stepped out, but that she would call me back within the hour. When I had still heard nothing by 6:30, I called again, and was told by someone in the office that neither the manager nor the office manager were available, but that they believed my money would be refunded in 7-10 business days. So now we wait...again. Frankly I'm not at all confident that it won't take another couple of phone calls and trips to the store to get our money back since clearly customer service is not a priority, and the left hand has no idea what the right is doing. Needless to say, Ashley Furniture store will not receive any of my business in the future. There is no shortage of furniture stores in our area, any of which I would now consider more deserving of my time and money.

Purchased a leather sectional and desk in October 2013. Following several "reschedules", and "computer problems", we finally received the sectional on December 7th. The desk was not delivered. The sectional was missing one of the cushions and we were told we could order one for delivery in 7 to 21 days. The delivery timeframe for our desk is yet to be determined.

Customer service staff are indifferent and mindless for the value of customer satisfaction. Their "canned" responses are well rehearsed and they offer little to no resolution.

I purchased furniture from Ashley’s furniture on Western Blvd. Jacksonville, NC in April 2014. I purchased two separate children’s furniture including two dressers with a mirror, tall dresser, and a twin sized trundle bed. I also purchased a $759.99 ( before tax) Extra Large TV stand/ Porter. As you can see, my husband and I spent a great deal of money at Ashley Furniture store and was willing to do so because of the quality and reputation from the Ashley’s products we purchased in Okinawa, Japan in a store called Yellow Box. We received our items in horrid conditions, my daughter’s dresser was dirty and the etchings were so poorly engraved it seemed as if a toddler made it. My son’s furniture felt flimsy and his tall dresser came broken, it could not even stand alone. Our TV stand also came extremely damaged. It will definitely not hold together when we have to PCS ( change our duty station). We were told we would hold the one given temporarily until our replacement arrived. We have had 6 failed attempts , each time the T.V. stand was brought to us in a worse condition. We were empathetic the first time, the second time we it was comical, and every time after that extremely upsetting. We have had to take time out of our schedules to wait to receive our PAID item. The delivery men know our address by heart and even our names. Last month we waited an entire month to hear back about our impending item only to find out that the distribution center had listed our account as DELIVERED!!! We did not receive a replacement and yet it was delivered? We accepted their apologies and awaited our next delivery only to have it come in the same condition ( if not worse) than our temporary stand. To make matters worse my son’s dresser drawer split in the front, it is filled with nothing more than toddler’s underwear, and yet it could not withstand him closing it ( he was not handling it in a rough manner). This area is known as a military town and Ashley’s Furniture on Western is aware of that. Quality is important to military members and their families because we have to constantly move. We are consumers, paying a great deal of hard earned cash for our quality items. We were shown display items that appeared good quality in the show room, but given an item of different quality (poor). All of our items were paid with cash, the cash was immediately removed but now we are in the middle of August and I still have not received the item I paid for which is my forever ( not temporary) Extra Large TV Stand/ Porter ( item ID: W697-58). We are still waiting, 4 months later! The previous manager in Greenville at the distribution center tried to bribe us ( in a rude tone of voice) with a gift card and mailed a $ 100.00 gift card that had to be used within 30 days, this bribe was very offensive. These were her unapologetic words “ well would a gift card make you feel better”, NO a $ 100.00 gift card ( after spending over $1,800) will not “make me feel better”. What my husband and I want is good quality furniture and for someone to take accountability instead of all departments placing blame on other departments. I have not heard anyone take accountability for the horrible service Ashley’s Furniture is providing to the military members in Jacksonville, NC. I have heard other military members complain about Ashley’s Furniture and there is bad reviews on the web to prove it. I have asked for information such as corporate emails so that I may voice my concern only to be deterred away with “ well what is your name and number so my manager can call you”, I agreed and one week later still NO CONTACT. Again, I call the furniture store on Western only to be told yet another excuse “ I’ve told my manager and emailed David Brooch three times, wow no one has contacted you”. Again, no accountability. I have not heard from the manager at the store I purchased my furniture from ( on Western Blvd). This wasn’t a trip to the local McDonalds, we spent a great deal of money and expect better quality and service. This whole ordeal has been extremely upsetting and caused my husband and I a great deal of stress.Ashley’s Furniture is quick to make a sale and take our money but slow to give the product we paid for ( 4 months slow).

Customer care is HORRIBLE!!! It took me over an hour to get a hold of somebody and when I finally did, Raquel(the customer service rep) said they couldnt do anything because on her computer everything was delivered. I started off by telling her that not all the items were delivered and that I would like to have the rest of the items delivered and for someone to set it up as well. Oh and also, the nightstand was broken. She put me on hold and that was 30 minutes ago…. I waited an hour and hung up. I called back and waited another hour and spoke with somebody else, they told me somebody was going to deliver it before 9pm tonight. Nobody came with the missing pieces. Tomorrow they are closed.

Bought love seat and sofa in 2009 and within three years the covering just fell apart. My wife and I are almost 60 years old, have no children or pets in the house. The material is defective. I contacted Tammy [redacted] | Consumer Affairs Representative and was treated with the typical: It's out of warranty **. Just stay clear from this company!!!!!!!!

Review: Conversation started Friday

3/14, 5:03pm

To anyone considering buying from Ashley Furniture- go somewhere, anywhere, else...

We bought a power reclining sofa. I hated it. My husband loved it. He's more important to me than our decor so we bought it. When it was delivered, it didn't work- no power, no reclining. Store policy is "ALL SALES ARE FINAL." We bought the 4 year warranty in the event the motor went out years down the road.

When it was delivered, I was told that since it was broken and ALL SALES ARE FINAL, that we could have it repaired or take it AS IS (ie, broken and receive a discount.)

We waited 3 weeks for the repairman to come out and tell us it needed a new motor and that would be shipped within 3 days to one month. He said the delivery date of the new motor for the new sofa "just depends." His words.

So now we wait up to a month for a new motor for the new sofa because ALL SALES ARE FINAL. And then we wait weeks and weeks for the repairman to show back up because it "just depends."

Long story short, do yourself a favor- don't buy the cheap furniture that your husband loves from this place with zero customer service, because ALL SALES ARE FINAL.Desired Settlement: We would have never paid $1107.52 for a power sofa that was defective on delivery. We are asking that the entire price be refunded and that the still non-working couch be removed from our home.

Consumer

Response:

I'm sorry for my omission. The Ashley Furniture HomeStore involved is located at [redacted].

Review: We purchased a leather sofa and loves seat. When purchasing the salesman stated these were top of the line products but if we were concerned about longevity they offered a warranty that covered the product completely. The two items are still in warranty and they refuse to make repairs without even sending someone out to inspect. Apparently the leather is so cheap that it is pealing apart. It clearly is defective, it is not even out of the warranty we purchased. My wife talked to one of her friends about the problem and before she could say what was happening her friend said stay away from Ashley Furniture especially their warranties. They don;t honor what they sell or stand behind their product. I've purchased a lot of furniture but this is the worst service I've ever experienced.Desired Settlement: I only want them to stand behind their product and honor the warranty they sold me by recovering the furniture. Reading the reviews if they did fix it I'd probably be fighting to get it back timely.

Business

Response:

Hello,

Thank you for contacting

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

regarding the [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.

The [redacted]’s 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 the [redacted]’s should have received with their

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 the [redacted]’s to discuss their options.

If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore at ###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative