Ashley Furniture Industries, Inc.

Review: I purchased my furniture from [redacted] on March 1st, 2014. My furniture was partially delivered on March 12, the loveseat came later then was expected. The day we received our sofa and loveseat I called to complain that the sofa had damage to it. They scheduled a technician out to the home to repair the issue. Two days after delivery, the loveseat stopped working properly, the electronic machinism was malfunctioning. I called right away with that issue as well. Again, we were promised a technician would come and fix the problem. When the rocker recliner was delivered, it was in great showroom condition, however that electronic mechanism was also glitching up. We had three different technicians come out to our home, on three different days. Neither of these days, was any issue fixed. They seem to only come to take pictures, as that is all they did. After a month of dealing with that, we were fed up and ready to return the furniture for a full refund. The customer service representatives refused a refund, saying we could only have a store credit. Which we do not want, as the only furniture we want from the store, is the furniture we currently have. They did agree however, to replace the whole set since we were so unsatisfied and nothing was being resolved. When the second set of furniture arrived we were immediately unsatisfied, as the furniture was in poor condition. The loveseat wasn'teven new, it had stickers on the buttons, rings in the cupholders and not to mention the gaps between where the set meets the center console. The rocker recliner was in great condition, other than a small tear in the leather. The sofa was in poor condition also with gaps between the seats, which should not be there, as our first set didn't have that. We immediately spoke to a manager about the poor quality in furniture, before we even let the delivery men leave. Although, rather rudly, they agreed to exchange the furniture once more, but made it clear that their furniture wasn't 100% great condition, and that there would be nothing more to do if we didn't like the new furniture. Well when they called to schedule the delivery/exchange of the furniture, I told them the chair could stay as long as it was fixed accordingly. When the third set of furniture arrived the other day, it was in "new" condition however, this furniture also has big gaps in between the seats and center console. To say I'm unsatisfied, would be an understatement. Also while dealing with all of this, they also messed up my billing. When we purchased our furniture on March 1st, we purchased it during a promotional event, with 60 months zero interest and our payments should be $100 monthly. Some way or another, it was messed up and what we really received is 12 months zero interest, and have been billed $160 for the first month and $205 for the second month. I'm scared to see what the third month would hold. Every time I called about the billing, they assured me they have fixed the issue, but that it takes a few month to go into effect. Which I feel I should only have to pay the $100 a month that was agreed upon with the initial purchase.Desired Settlement: If they are able to "fix" the problem, I would like to have my furniture in showroom condition, with it working properly. I would also like my billing to be fixed to the 60 months zero interest, as it was supposed to be. If they are unable to provide that, what I paid for, I would like a full refund, so I may purchase furniture else where.

Business

Response:

Hello,

Review: My wife and I purchased the Porter Bedroom set which was delivered in June 2010. The piece in question is the Porter King Sleigh Bed. The bed collapsed on the right side. The support beams that run across from middle of the bed and drill into the bed rails are the issue. The screws blew out from where the support beams are fixated, in the preset, recessed drilled holes. A good amount of the screws bent under pressure and dragged down the inner wood work of the rail. Upon examination the screws holding the support beam into the rail are barely an appropriate length to properly secure the support. Only about an 8th of an inch of the screws actually resided in the rail. It was also noted that the assembly included no "L" support brackets to further add to the structural integrity of the bed frame. During the collapse, the top wooden support beam snapped in half as well, lodging pieces of wood chips into the bottom of the mattress. The collapse occurred while I was sleeping on the bed and was a rather jarring experience to awake in that manner. It should also be noted that my wife and I work opposite shifts. I work an overnight shift and she works a standard day shift. So during the 4 years of ownership this bed frame has rarely had to support both of our bodyweights together as we are on different sleep schedules. In my opinion if the bed had been subjected to both our weight on a regular basis (as would be expected for a king bed), then this product would have collapsed long ago. And neither myself nor my wife are of excessive weight; moreover a king bed frame should be more than supportive. It is not securely put together, the screws fixating the support beams to the rails are nearly pointless as they are hardly fastening the beams to the rails. The lack of the "L" support brackets with this design is also an issue. Ashley's offers Limited Lifetime Warranties on frames for their leather and upholstered products; including sofa's, recliners, loveseats, etc. For the bed frame, a 1 year warranty is offered. Why in the world the bed frame would not fall into the same category as frames for living room products that generally get more use? Ashley's bills their products as quality and items that last. The bedroom set was an investment, it was not bought with the intention to have to replace in the near future. The sleigh bed alone is a little over $2,000.00; I expect it to last more than 4 years. If we were looking for a cheaper product of lower quality we would have shopped at Value City furniture or another bargain furniture store. This is not what we expected. My wife called the store located at [redacted]. She was advised that we had not purchased the extended warranty and we were out of luck and recommended we contact a local furniture repair shop. Not acceptable. The bed frame absolutely should NOT have collapsed in this manner. It was poorly assembled and a risk to sleep on after examining it. As this is a FRAME for an expensive piece of furniture, it is EXPECTED to last. Ashley's needs to be held accountable for the defective furniture/assembly as it was a frame that was not subjected to any abnormal use / abuse. The length of the screws used to fasten and the amount secured into the bed rails is shocking and a risk. These are not things that you see in the store on the display model. You would expect that 2K+ bedframe would be of secure/safe design. As my wife has already called the local store and did not receive an adequate response to the problem; this complaint is being filed due to the lack of structural integrity in the bed frame / assembly process, along with Ashley's not standing by products that they sell. The complaint is not for a minor scratch or wood finish issue; this is a structural issue on the frame. I will also be following up at the store in person tomorrow as the phone call clearly did not get the point across.Desired Settlement: Our expectations are reasonable. We want the bed frame repaired in a secure manner. If it cannot be repaired in a secure manner we would like a replacement as we already own the entire bed set and are not replacing the bed set. Repair seems very feasible. The cosmetic damage to the wood at where the screws dragged down the rail is on the inside of the frame and would not be visible. Our request is for the support assembly to be repaired and properly fixated to the bed rails. We expect this to be facilitated at Ashley's expense due to the faulty nature of the product and the manner at which it collapsed.

Business

Response:

Hello,

Review: Not sure about the exact dates but could look them up on receipts. Okay the [redacted] Ashley furniture store sold me an entire bedroom suit for $6000. The delivery was set to happen on a Saturday about 7 weeks ago between 12 to 3pm. I waited till 2:30pm then decided to call the store. They gave me a number to call for delivery. They told me the furniture was on back order. When I got upset they just hung up on me. They told me that they were just a call center so I asked why didn't you call to let me know it wasn't coming. So I called the store. finally the sales lady came and waited at my house because I had to leave. the furniture never showed up. They told me it was a glitch in the system. So a week goes by and [redacted] calls (###-###-####) Dist. manager and sets up a new delivery date. and tells me they will refund my delivery charge. I get the furniture but no brackets to mount the dresser mirror and a drawer was damaged and they didn't place the handles on the drawers. I go to the store to report everything even though the delivery people said they would report it (missing brackets and damaged drawer, I didn't notice the handles weren't on drawers). They say I will get a call on Monday. but I didn' [redacted] going on 4 weeks now and all they keep telling me is that the items are on order. And I haven't received my delivery refund yet either. I also purchased lamps from within the store. They don't match after bringing them home. but now they will not allow me to return them, telling me all sales are final.Desired Settlement: I would like to receive my new drawer, my brackets for the mirror, my refunded delivery charge of $200. them to return the $360 lamps and refund my $400 for the protection plan that I purchased on the bedroom suit. I doubt they would honor the protection plan and if they did. I wouldn't want to get this type of run around again.... When this is resolved I wish to never do business with them again.

However the sales lady Julie seeling has been absolutely wonderful and apologetic and feels just as helpless as I do, on resolving my issues.

Business

Response:

Hello,

Review: Late fee was charged to my account after 1 month wait for furniture I was told would be a week. I also waited 2 months for 1st bill.

On Sept 19th I purchased a $2800 bedroom set from Ashley furniture in [redacted]. I was told I would receive this furniture within a couple weeks. The set included a dresser with mirror, bed frame and mattress. I opted for the 0% for 12 months payment option. Assuming I would receive a bill the following month, I did not. I called about this and the whereabouts of my furniture and they said it was back ordered. Not a big deal. I once again asked about a bill and they said I would receive a bill month after furniture was delivered. I was perfectly fine with that as well. Late October I received my furniture. All was well. I received my first bill that was due on December 9. My minimum payment was $99. I sent a payment of $250 on December 2nd. On billing statement it states to allow 7 days for check to arrive payment center by mail. They claim they received the check on December 10th and charged me a $25 late fee. I called to try to resolve this issue stating what had happened and the woman I talked to wasn't hearing it. I find it absurd that after I call asking about a bill so I can pay it and after I send a payment 2 1/2 times the minimum payment that I get charged a late fee. My whole point of doing 0% for 12 months was to avoid additional fees. After thinking about how the whole situation went down with delivery and billing in a timely manner I cant be satisfied with this service. I am asking for the $25 late fee to be waived and I will be sure to mail this payment even more in advance or to pay the bill online in the future. I thank you for your possible help with this matter. My account number is 6006 1010 0281 1963.Desired Settlement: $25 late fee charged to my account.

Business

Response:

Hello,

Review: Dear Sir/Madam

This complaint is about final finished repairs of my about 60+ days old Ashley Chaise Furniture to fix a manufacturer defect on the Right Arm by [redacted], your third party certified service man. Your third party promised to get a New and/or replace product chaise since I went ahead with the contract repairs and repair was far below Ashley's industry standards causing damages.

However upon calling customer service today,Ashley furniture managers has decided to send in another inexperienced third party service men to tear up my new but now beat up chaise and also disrespecting my family home with filthy debris. This is a very unethical way of doing business especially when the consumer has followed and met sales contract.

Per sales contract,I accepted Ashleys decision to go with the manufacturers in home repair recommendation but my property was severely damaged and value deteriorated in the process. Its crazy Ashley wants to send in their service guy to fix damaged New chaise more and accept whatever you advise because Ashley think they can treat consumers anyhow

Due to Ashely's industry reputation when it comes to honoring product defects or workmanship, I took tons of pictures before service man repairs in addition to the current chaise condition.

Ashleys Furniture servicemen are NOT allowed in my home to repair the same defect that severely damaged and devalued my chaise & made a mess in my home during service repairs.

Within 5 days from date of contract repairs, If Ashley's refuses to honor their end of the sales contract with a replacement Chaise,my legal team will settle this in court and I will definitely share my terrible disappointment on Social Media. How is this morally right for a furniture company to deliberately cause a customers New furniture to look OLD overnight. [redacted]Desired Settlement: I want a NEW Chaise as recommended by your service repair man within 5 days else my legal team will add to your numerous Lawsuits by settling this in the court of Law. Thank you

Business

Response:

Hello,

Review: I’ve purchased a set of sectional recliner with 4 pieces included in March 2015. The original delivery was scheduled in late April. A couple of days prior to the delivery date, we were notified that 2 of the 4 pieces were not ready. So we rescheduled the delivery to 5/18. Two days prior to 5/18, we found out that all pieces were still not ready. So we rescheduled to 5/28. On 5/28, I took time off work to wait for the delivery, then found out that the delivery were still only 2 out of 4 pieces. I rejected the delivery and rescheduled to 6/11.

On 6/9, I confirmed the delivery and called the customer service to make sure that all 4 pieces would be delivered. I was told yes.

On 6/10, I called the customer service again just want to make sure since I needed to take a day off work, I was assured that the full order would be delivered.

On 6/11, the delivery truck showed up with only 2 pieces! You can imagine how frustrated I am. I called the customer service and was told that the store is at the mercy of the manufacture and wouldn’t know what were loaded to the delivery truck till the delivery day. I was also told that the new delivery date is 7/2 and they can’t promise that the delivery will have all 4 pieces.

It took me several weeks to find a set of recliner that I am willing to purchase, and I’ve been very patient for 2.5 months, and I’ve taken time off work twice to accommodate the delivery delay. Now I am asked to wait for another 3 weeks WITHOUT guarantee of on time delivery!! Now I am in the situation that if I cancel the order, then I wasted more than 3 months of my time, if I don’t cancel the order, I don’t know when on the earth I will receive the products.

I really don’t understand the business practice in this process. How come the store, manufacture and the delivery logistic are so disconnected? How can a business allow this kind of disconnection to happen if they truly care about their customers?Desired Settlement: All 4 pieces to be delivered by the end of June, 2015

Business

Response:

Hello,

Review: On 6/5/2015 I ordered 15-20,000.00 of Ashley Furniture to fill a couple of rooms in my house. Since the order I placed in the store I have had to go in twice to change discontinued items they still had on the sales floor. Some of my furniture delivery keeps getting pushed back farther and farther and I probably wont have everything at the nearby 3 month mark of waiting. All of the furniture that has arrived at my house has had minor damage and most of it has large damage such as dents, broken shelves, broken supports, exposed screws/nails. This is not what was on the showroom floor it might as well be different furniture. I purchased a warranty and when the repair company comes out they let me know this is the best they can do to fix such broken and poorly built furniture. The company NEVER contacts me even if they change a delivery date to a later day which they have done so much already. So I sit around waiting for them to show up even though I confirmed the delivery and they never show and If by some miracle they do everything they put in my house has been damaged. Purchasing from Ashley has been the single most uncomfortable process in my life and that's saying a lot since I have been pinned under a truck.Desired Settlement: I believe that this business has a lot to do. They need to deliver all of my items. Apologize with a formal letter for being the worst company I have ever had the displeasure of dealing with. (included should be an apology for all of the poor business practices above) They need to contact their Vietnam manufacturer and get items off back order. They should insure that the products on the showroom floor reflect the quality of the items delivered to a purchasers house so taking a hammer to everything on the showroom might be a good start. They need work in most departments apparently. I DO NOT want store credit for more purchases at Ashley. They keep offering this but why would I buy anything from them even on credit I already have a house full of defective items from Ashley.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding the [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. The [redacted]’s purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are made by thestore that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the TerreHaute store, along with a request for them to investigate this matter furtherand contact the [redacted]’s to discuss their options. If you have additional questions or concerns,please consider contacting the Terre Haute HomeStore Customer Care departmentat ###-###-####. Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Review: On 02/05/2015I purchased a double recliner with console along with a single recliner rocker. The cushions and padding have become crushed and the comfort has gone. It is now hard to sit in these chairs as these chairs are advertised as comfortable.Desired Settlement: I want a full refund as Ashley furniture has not lived up to the quality they advertise.

We have had this furniture for 5 months and feel that any furniture will have the same results.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Mr. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. Mr. [redacted] purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are madeby the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the LasVegas store, along with a request for them to investigate this matter furtherand contact Mr. [redacted] to discuss his options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Business

Response:

We are very sorry to hear Mr. [redacted] has chosen not toaccept my response to his Revdex.com claim. Since each of the stores are independently owned andoperated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have accessto each of their individual sales records nor are our computers linkedtogether. Therefore, Ashley Furniture Industries, Inc. is unable to look intoher concerns further. Which is why we refer him to contact the store directlyfor further assistance. We have however,sent his concerns to the Ashley Marketing Specialist who works directly withthe store for further review and it has been suggested that someone from thestore contact Mr. [redacted] as quickly as possible. Sincerely, [redacted] Consumer Affairs Representative Ashley Furniture Industries, Inc.

Consumer

Response:

Review: On May 15, 2015 I visited Ashley furniture in [redacted] looking for a sectional for the living room in my new home. I was assisted by the Sales Rep Juan, who showed me three different ones that more or less met my search criteria. I fell in love with a sectional in the Urbanology collection and immediately asked for its dimensions. The sales rep gave them to me right from the top of his mind; I asked him if he was sure as I would expect for him to check the specs or at least measure it and his response was “I am sure! I just sold one and those were the dimensions.” Trusting that he gave me the right information, I went home to find out that the sectional would not fit into the space I intended to put it. I was very disappointed and started looking for other options at other places, but really did not find anything I liked. I decided to double check on those dimensions and called Juan, who gave me the same dimensions again; I measured my livingroom space all over again to make sure it would not fit and was still one foot short of space. I decided to call Juan again to see if they had it available in a smaller size, to which he answered that I could substitute an armless sofa by a loveseat and make it smaller. I was super excited and visited the store on May 19th to purchase the set. Initially I had been told that I would have to wait two weeks to get it delivered on June 3rd, but when he placed the order in the computer he said I would not get it until July 4th. I was going to have to wait six weeks to get it! I was pregnant at the time and was due on June 5th and was expecting family and friends to come and visit to meet the baby during June. Juan and Daisy, another sales rep, convinced me that it was worth the wait, so I bought it and ended up getting Ashley’s credit card too.

July 3rd came and I was super excited to get my new furniture the next day; I received a call saying that my furniture was backordered and I was not going to get it delivered until July 22nd. I was very disappointed! Now it was 2 months of waiting to get it. I went to the store to speak with the manager and said there was nothing he could do about it and that I needed to call customer service in corporate to try to resolve the issue. I called three different times and no answer! I left a voice message and nobody ever called me. I tried again until they finally answered and said there was nothing they could do; I was requesting the delivery charges back for the inconvenience (because they charged me $139 for delivery, Outrageous!) and they said they could not do that. The lady said she would send me a $150 gift certificate, but everybody knows you cannot get anything in Ashley for that amount; up until today, I have not received the certificate in the mail. Very disappointed and overwhelmed by the lack of professionalism and commitment of a company who claims to be the number one furniture store in the world and pride themselves to have a very efficient and “strategic” business/delivery method, I decided to wait to get my furniture on July 22nd. On July 21st, I get a phone call from Ashley’s delivery center saying they needed to reschedule for July 24th. I was pissed, but again, I accepted it. Come July 22nd and I get a call at 1 pm from the Ashleys delivery guy saying that they were heading to my house to deliver three out of four pieces of my sectional. I was not home and had to rush to accept the delivery on a day that was not scheduled. They said I would get the missing wedge of my sectional at the beginning of August. That’s the piece that connects the whole sectional, now I had ridiculous floating pieces in my livingroom, which I did not set up the way I intended to trying to hide the lack of that missing corner.

Now the wait for the missing piece starts. On August 3rd they called me asking if I would accept delivery for August 5th to which I said I was not going to be home; they asked if I could receive it the next day, on August 6th, to which I said yes and the lady told me I was going to receive a phone call to set up the delivery time. August 6th came and they neither called, nor showed up. I was home all day long waiting for them and nothing. On Saturday, August 8th, I called customer service to find out when they would be delivering and why they had not delivered on Thursday as they had said they would. I spoke to manager XXXXXXXXX who said there had never been any delivery scheduled for that past Thursday and that there was nothing they could do about all the inconvenience we had gone through; she also said they would deliver on Wednesday, August 12th. On August 12th I finally got the missing wedge and when I finally was able to place the sectional as it was intended to be positioned in my living room, I realized that It was fitting small and that the original sectional, the one with the armless sofa, I had seen at the store would have fitted perfectly in my space; the sales rep had given me the wrong dimensions.

On Monday, August 17th, I called the Ashley store in [redacted] and spoke to Daisy who said it was still possible to exchange the armless loveseat for the armless sofa, but then she called me back saying I couldn’t since it had been over fourteen days. She said I should have realized that it was the wrong size within fourteen days of receiving it. She didn’t understand that the reason I had not realized the wrong size of the sectional when I got the first three pieces is that I had not assembled and put it in place due to the lack of the wedge. She told me I needed to call customer support and get approval from them. I called and spoke to Conetta [redacted], one of the managers, who said there was nothing they could do about it and that I had to keep it that way; she never once apologized. I called the local store again and talked to Daisy, who said there was nothing they could do; she told me to talk to Bertha, who said she would try to help me by speaking to the local store management. A few hours later I get a picture of my furniture as a text message saying that because they had been “set up” they were not going to exchange the piece. I waited the rest of the week to get a phone call and nothing. Talk about bad customer service from the local store and corporate.

I can’t believe I have to stay with a $ 2,000+ sectional that does not fit appropriately in my living room just because of a mistake on their side. I was given the dimensions wrong and made my purchasing decision based on that. My whole experience with this purchase has been nothing but stressful. I was planning on getting the rest of the furniture for my new house from them, but after this experience, I would not even recommend them to my family or friends.Desired Settlement: I want for them to take responsibility for their mistake and exchange the armless loveseat for the armless sofa. I should not be the one staying with the wrong sized sectional when the mistake was not on my side. I am willing to pay for the exchange, any other charges, such as pick up and delivery are their responsibility.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and wantto ensure the proper steps are followed so a resolution can be reached in atimely manner.Ms. [redacted] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by 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 [redacted]store, along with a request for them to investigate this matter further andcontact Ms. [redacted] to discuss his/her options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Consumer

Response:

Review: We purchased furniture, in good faith, back in July 2015. When the furniture finally came I just about 9 weeks later the trouble began. We called to schedule furniture but was told it would be here when we were out of town. So we called on that Saturday to schedule in following week. We were told they're closed and just call next week. We called Monday to setup delivery. We were told our furniture was put on a hold and they couldn't deliver due to not submitting our drivers license. Soon as we got off the phone we emailed a picture of the drivers license. We called back again to schedule, since no one called us as promised. We were told the next time they could not deliver furniture because of a different hold on our account. Something to do with financial information and needed a form signed. We went into store and signed the paperwork. We still never got a call back. We called continuously over the next week and visited the store 3 times to see why everyone was promising to call us but never did to schedule. Finally about 2 weeks after the start of this ordeal we called that Monday to schedule in. They promised us an email saying we would have $150 of in store credit for our hassles and they would call Thursday to let us know our delivery spot so we could plan getting off work around that time to be at the house. We never got an email with our in store credit or a phone call Thursday. Friday at 12 we started calling to see why no phone calls or delivery or email had been done as promised. We were told that there was another hold on the account and we needed to go sign more paperwork in the store. We went in first thing Saturday. This is when the trouble with the manager MICHELLE started. No on in that store helped us or bothered to assist. Finally a guy in the back came out to have us sign the paperwork. We signed it and asked if there was anything they could do to compensate us for going on 4 weeks of the company's constant mistakes and zero phone calls ever to help us. The manager finally came over to us and introduced herself. She told us our "measly" $2400 purchase was not worth giving us any store credit above $75. She said she did not think our inconveniences really was a big deal. We mentioned our daughter has been sleeping on the floor for 4 weeks now waiting for the stores mistakes to deliver the furniture. When we inquire to cancel the order all together so we could purchase the furniture elsewhere where we would actually be treated decent and actually get the furniture she said "no way I'm not allowing that." She walked away with no sympathy no forgiveness, no empathy just rude starky I don't care comments. Johny promised us Monday morning he would have delivery call us to schedule no later than Wednesday and to make sure our in store credit proof was emailed to us. We waited all day today, Monday and never received a phone call. WE called and asked to talk to him and never got a call back.Desired Settlement: I DON'T BELIEVE AS A COMPANY YOU WOULD WANT THE LEVEL OF COMPLETE AND TOTAL DISRESPECT FROM MANAGER MICHELLE TO REPRESENT YOUR COMPANY. WE HAVE BEEN SO DISRESPECTED, PUT OFF, LIED TO CONSTANTLY, AND NOBODY SEEMS TO CARE. PLEASE ASSIST US WITH RESOLVING THIS ISSUE. MY DAUGHTER IS TIRED OF SLEEPING ON THE FLOOR ON PILLOWS.

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] purchasedfurniture from an Ashley Furniture HomeStore in [redacted]. Ashley FurnitureHomeStores and authorized dealers are independently owned and operated. Alldecisions are made by 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 [redacted]store, along with a request for them to investigate this matter further andcontact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,TammyK[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Review: I purchased a rug from Ashley Furniture HomeStore ([redacted]).

The rug was supposed to be picked up by me on a certain day from the attached warehouse. On the day of the pickup, I contacted them to verify it is available. After, verification I went to the warehouse and waited 2 hours while the workers tried to find my rug. They were unable to find my rug and apologized for the inconvenience. They promised to deliver to my home for free.

Over the next couple of weeks, as it was not delivered, I contacted the store/warehouse personell and I was in conversation with a lady who helped track down the rug. She was able to get me a correct tracking number (after multiple failed attempts of incorrect tracking numbers provided). After another week or so, the rug finally got delivered in front of my doorstep with no option for me to refuse the delivery. As it turned out the rug was not rolled in correctly and hence once opened it would not lay flat on the wooden floor. I contacted the warehouse personnel immediately and I was told that this was normal and I should lay it flat for a couple of months, and over time it fixes itself.

I followed the suggestion and kept the rug flat for over 3 months. I even tried rolling it reverse and putting weight on it to help it lay flat. However, the deep creases would not flatten out, likely because the rug was packaged incorrectly and hence the creases are permanent.

I called the warehouse/store and they keep sending me to customer service. In customer service I spoke to an agent and her supervisor Rob (ext: 1480) and both of them refused to help me since "the rug does not have a warranty". This is completely outrageous and unprofessional since the rug was delivered to me in a faulty condition with no option for me to refuse it.Desired Settlement: I would accept any of the following desired outcome:

Store credit for me to purchase a new rug.

Refund for me to purchase a rug from a more professional store.

Exchange of the same rug (as long as the cost of delivery and mailing is covered by Ashley)

Business

Response:

Hello,Thank you for contacting

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

regarding the [redacted]’s concerns. We take these matters seriously and want

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

timely manner.The [redacted]’s

purchased 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 RepresentativeTell us why here...

Review: I purchased Grinlyn coffee table online from ashleyfurniturehomestore.com in 11/25/2015. When I received the product the bottom B part of table was cracked. I immediately called by phone and applied online by filing a complaint form by ashleyfurniture website. I was told I would get an email to guide the process. I did not get the help, I need to have and intact product.Desired Settlement: I need the replacement of defective part or product without any cost to me. I received a damaged item, and it is not my mistake. It is company's responsibilty to deliver without any fault.

Business

Response:

Hello,Thank you for contacting

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

regarding the [redacted]’s concerns. We take these matters seriously and want to

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

manner.The [redacted]’s purchased

furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer care

department. I have taken the liberty

of forwarding the information provided by the Revdex.com to the online customer care department,

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 Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.[redacted]

We bought leather power sofa recliner from Ashley. The cost was more than $3000. Within a month we found a defect in leather quality. We thought it is small. Later it widened and became easily visible. When we went to shop and complained about that. They dont want to see the picture, they asked us to send email. Once they received email, they called us to say, it was our fault and does not cover within Warranty. We still have Warranty, whereas Ashley is cheater and dont want to comply with it. They are trying to put blame on us, as-if we have teared it. If the thing is cheaper, we would not care about. When we paid more than 3000 dollars, we will expect minimum response from Seller. I dont want to go to their shop if I did the mistake, it was Manufacturing Defect, we were not able to see in first few weeks.

Please do not buy any furniture from Ashley, they are the #1 cheaters.

I bought two sofas, an oversized chair and ottoman at Ashley Furniture in Bear DE three months ago. The furniture is junk.

1. The ottoman has a disgusting odor. When you sit on it an odor is released and cracking noise is heard. Its dusgusting.

2. Sofa cushions sinking in. One week after delivery they started sinking in. Ashley Furniture sent us new cushions for one couch. The cushions were not upholstered. The upolstry came a week later and we had to put it on. New cushions sink in the same as original cushions.

3. Arm rests make popping, cracking noises.

Their customer service area does not cooperate.

I would like to complain and warn others of the Ashley Furniture Homestore on Jefferson Blvd. in Louisville Kentucky. I ordered over 2000.00 dollars worth of furniture on January 5th 2015, They told me that it would take 4 weeks for my furniture to be ready, I waited and nobody contacted me so after 6 weeks I called to find out that all my furniture has not came in yet and they gave me a date that it would come in, on that date I called and they said all the furniture had came in and I need to call delivery to set up a date, I did this but they only delivered in my area on thursdays and Saturdays and it would be 2 weeks before they could deliver to me on Sat. the 14th in which I had to take off of work for a half day.When they got there with my delivery they only had half of what I ordered, so then I have to make more phone calls to find out what happened in which nobody can tell me what happened to the rest of my furniture. I finally get in touch with someone and they tell me that my furniture was scheduled for delivery on march 28th, I waited and waited and no one came to deliver. So I called them back and another associate told me that my furniture want be delivered until April 11th. I just want everyone to know about this experience, I have never had so much trouble trying to buy Furniture. And by the way dont think that you can talk to a manager because they want even come to the phone. I WILL NEVER BUY ANYTHING ELSE FROM THIS COMPANY AND I WOULD ADVISE ANYONE THAT IS READING THIS NOT TO EITHER. I AM A VERY UPSET CUSTOMER.

HELLO MY NAME IS [redacted]. I BOUGHT A SOFA SLEEPER AND A LOVE SEAT FROM ASHLEY FURNITURE ON 05/2014. A FEW MONTHS DOWN THE ROAD THEY HAD TO COME AND PICK UP THE FURNITURE BECAUSE THE LEATHER WAS GOING BAD. SO THEY DELIVERED 2 NEW PIECES AND IN LESS THAN 3 MONTHS OF HAVING IT I NOTICED THAT THE FRAME WAS CRACKED. I NOTICED THAT THEY USE VERY CHEAP WOOD. SO I CALLED THEM AGAIN TO COMPLAIN AND WHAT THEY DID WAS SEND A REPAIR PERSON AND HE LEFT IT WORST THAN IT WAS. HE DID NOT EVEN BOTHER TO CHANGE THE CRACKED WOOD. SO I SENT THE CONSUMER AFFAIRS DEPARTMENT OF ASHLEY FURNITURE PICTURES OF HOW THE JOB WAS DONE AND THEIR ANSWER WAS THAT THEY COULD NOT DO ANYTHING ELSE ABOUT IT.

Review: I purchased furniture from Ashley's Furniture in [redacted] in October of 2014. The furniture was supposed to be delivered November 11, 2014. Upon delivery of the furniture, the delivery people warned me that I ordered a storage bed, so therefore I would not need a box spring because the mattress would be to my waist and I would have to jump on my bed. They also warned me that the left rail to my bed set was damaged so I went to the truck to look at it. It was the last piece of furniture they were bringing in and I think they knew it was damaged before they moved the first piece into my apartment. I wasn't sure if I needed the box spring or not because my bed was unable to be put together due to the damaged rail so as soon they left I called the store. I was confused because I didn't know why the salesperson would say I needed a box spring if I didn't need one. When I spoke [redacted] who is a manager at the store, and he apologized and said that the sales person no longer works at the store. They also said that I could use a low profile box spring or no box spring at all. The manager [redacted] himself said that he had a storage bed and did not use a box spring. He advised me that they could come out to pick up the box spring but they would have to charge me a pick up fee. The only other alternative would be to wait the two weeks when they were able to deliver my side rail and they could pick it up then. I didn't understand why I was being held responsible for an item that was sold to me incorrectly. I called corporate and they told me the same thing, that they would charge a fee to pick it up at an earlier date but they would put a note in the system to pick it up when they deliver the rails. I didn't agree with their practices but I refused to pay an additional fee for their sales person’s mistake.

Today December 8, 2014 I called the corporate office again and they said they had no record that they were going to pick up the box spring when they delivered the rails. I hung up and calle ack again and a representative started to read my history from the notes which included that they were going to pick up the box spring, however, she stopped short and said that a supervisor needs to contact me. I called the store and they advised me that since the box spring has been in my home for thirty days and because of OSHA that they cannot pick it up. It has not been thirty days yet. No one informed me of that policy when I first called the day I received the box spring. Both the store in [redacted] and Corporate should have it in their notes that they were going to pick up the box spring when they delivered the rail. I called corporate numerous times and the phone calls are recorded , so the information can be verified. I believe the information is all in the notes both at the store in rosedale and corporate but their telling me otherwise.

I also had some noticeable scuff marks on my head board. I reported it the same week of the delivery. [redacted], a representative was working with me to resolve the situation. However, when I spoke to her today and I could not get the pictures of the damages to her due to cell phone problems, she told me that because I didn't report the damages within 72 hours of delivery that they could not help me. I find that hard to believe because she was willing to accept the pictures. It was only when I had trouble sending her the pictures that she refused to have somebody come out to my home to inspect the furniture. I didn't notice the scuff marks within the 72 hours because the furniture is scattered in my bedroom in loose pieces and I’m unable to sleep in or utilize the room. It’s not put together because of the damaged rail. I was so consumed with that problem, I didn't notice the scuff marks until later that week.

This experience is awful and I still don't have my side rail. The company says its ready to be delivered but I work , so I would need it delivered on the weekend and they want to charge me a $20 fee for delivering furniture that was broken on the first deli every. They inconvenienced me for an entire month because I am now sleeping on the floor. I find it ridiculous that I’m sleeping on the floor when I purchased a $4,000 bedroom set more than a month before I needed it delivered. The customer service is horrible both at the store level and corporate office. I am very dissatisfied with my purchase and I feel like I’m not the only person that this is happening to with this company. I am dissatisfied with the customer service at both the store and the corporate level. They did not care about the inconvenience sleeping on the floor was causing me or the fact that I didn’t have my bed put together due to not receiving my side rail. The representative in the corporate office was also dismissive saying to me “you should know what you need for your bed “when I told them that the sales person said that I needed a box spring under false pretenses. I feel cheated of my new furniture experience and horribly tainted for any future purchases. I will definitely not recommend this company to anybody. I have yet to hear from any supervisor at corporate to resolve the issue. I was told that someone would contact me on numerous occations.Desired Settlement: I would like for them to pick up the box spring and grant me a full cash refund for the box spring. I don't understand why I should be held responsible for an item that was sold to me under false pretenses. I would also like them to fix my scuffed head board because I paid for a product and it was damaged when it was delivered to me.

Business

Response:

Hello,

Review: I'm so regret not to read all reviews in [redacted] before go to purchase furnitures from this terrible company! I have be persuaded to sign the waiver document by the delivery fat guy! This liar told me no worry to sign the agreement and his company surely promise to repair all dents make by them, but I finally get the negative result after several negotiations with their staffs of customer care department (they are [redacted] and [redacted]). My 2 bed sets are still waiting to do installation after 5 weeks because of the missing hardware parts, and get the reply that no return can be done as over 48 hours after delivery, now I still need to wait for 4 weeks more to fix my issues! it's really ridiculous!!! How can such a shameful company still can do business in the North America!!!Desired Settlement: I need a deeply apologize and No more delay to fix my issues!!!!

Business

Response:

Hello,

Review: We purchased very expensive bed furniture from [redacted] (in [redacted]) and the headboard has cracked on both ends and the bottom of the bed support continually breaks. This leaves the bed not safe and unsleepable. We have contacted our extended warranty company and they would not assist saying it was not covered. However, when we purchased the extended warranty was told it covered everything (but animal chewing etc..) I then contacted [redacted] and they said they couldn't help us either. So we finally decided to go to the local store where we purchased the furniture. The store manager said that with the pictures we provided that it warranted a headboard replacement and said that he was going to recommend a tech to come to our home to inspect the bed framing. Following this conversation, corporate office called my wife saying they still weren't going to help us because it was outside out 1 year warranty with [redacted]. However, we started this processes of asking for help within the 1 year warranty. PLEASE HELP US. We can't even sleep on our bed at this moment....Desired Settlement: Replacement of the headboard and tech to inspect/repair the bed framing for safety.

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.

Mr. [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 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 corporate office for the Frederick

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 do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Consumer

Affairs Representative

Review: I purchased a Queen Upholstered Bedroom set on 2/28 from the [redacted] location. The furniture was delivered on 3/04. I did not notice that the head board had a stain and a snag in the fabric until 3/07 which is when I contacted the customer service department. Once contacted I was advised that my only options were to have a technician sent out to repair or to reselect another piece of furniture. They refused to replace the defective bed with a new one even though I paid for a new piece of furniture. I went back to the [redacted] location to explain the situation and they offered to reselect a bed of my choice to avoid the hassle of sending a technician. The service from the [redacted] location was awesome considering how upset I was. So I selected a different bed which was scheduled to be delivered on 3/18.

Upon the delivery the bed appeared to be a good condition, so I was satisfied with the product. I did not begin sleeping in the bed until 04/01 because my home was not ready for me to move in at the time of delivery. On 5/1 while sleeping, the bed collapsed. I called the customer service department and spoke with an associate by the name of [redacted] on 5/2. I requested for a technician to come repair. Initially I was told that they would have to send the parts to my home for the repair which would take 7-10 business days and then a technician would be scheduled to repair. Dissatisfied with the solution I requested a manager. After speaking with [redacted], the manager, I was told that a technician would be out to my home on 5/3 between 7-9am PT.

On 5/3 around 9:45am PT a technician had not arrived so I called the customer service department to inquire and was told that a technician was never scheduled to come to my home and also that the parts needed for the repair were not in stock and I would have to wait for the parts to be restocked before a technician could come. Needless to say this associate was not very helpful. After explaining my frustration the associate finally agreed to have someone from the delivery team to come to my home between 7-9pm PT on 5/3. However, she did not provide clear instructions as to what they would be doing since she initially said there were no parts available.

Two men named [redacted] and [redacted] arrived around 6:30pm PT on 5/3. Neither had clear instructions as to why they were sent to my home. In addition, they were sent with a metal bed frame which would not fit. They also found additional damage that I was unable to see. They attempted to make temporary repairs until a technician could come out on Tuesday May 6th. I was assured that someone would contact me to set up a time for Tuesday and that whoever was coming to repair would be fully aware of the damages and what would be needed to fix the bed. I never heard back from anyone.

On Monday May 5th I contacted the customer service department again and ended up speaking back to the time associate that was not very helpful the first time. I explained that I was calling to get an update and to see if a technician was scheduled to come out to my home on Tuesday. Again, I was told that a technician was not scheduled to come out on Tuesday May 6th and that there weren’t any notes in the system indicating there was an issue. Even though, I was assured by [redacted] and [redacted] that there would be. That call was escalated to a manager by the name of Aaron. Aaron was very helpful and empathized with my situation of not having a safe bed to sleep in and apologized for all the miscommunication. He offered to research the issue and would contact me with a resolution. I spoke with Aaron again and he explained that the bed rails needed were not in stock. However, they have been ordered and should be in sometime this week. Once received, a technician would be scheduled to replace. This not only leaves me without a safe bed to sleep in, but without a safe bed to sleep in for several more days. As of right now, no accommodations have been offered to me other than to wait. This leaves me to be highly disappointed from the service received from the “customer care” department and the product that Ashley Furniture is providing to their customers.Desired Settlement: I have a store credit because the reselection merchandise was cheaper than the original merchandise. I would like the store credit to be refunded in the form of a check as well as the delivery fee. Or a full refund for all the furniture purchased.

Business

Response:

Hello,