Ashley Furniture Industries, Inc.

Review: I purchased a dining table, four chairs, and a two piece dining hutch from Ashley- [redacted]. We have had several complaints to the saftey and sturdiness of the dining table, and have yet to sit on it because the pieces do not fit in appropriately, and we fear someone getting injured. Ashley sent a company out here to evaluate the table. A company they hired, and paid. This gentleman told [redacted] that the table was not fitting properly and that she may have to "constantly complain" he said, they should fix this and the squeaky wheel gets things done. There were several people in my home at the time, including an electrician that heard the conversation between [redacted] and this repair man. [redacted] called [redacted], a young lady whom is handling our claims, who was attempting to be polite but just kept repeating, over and over, the

same lines, like she was reading from a script about how their guy, whom works for them, said all is fine and that photos show that the table is within specifications, nine photos to be exact. I am glad that everything can be sen and evaluated through a few photos.. and this is what a multi million dollar company relies on for their customers. Nice.

When we purchased this set, we purchased the extended coverage and warranty with it. Being told that was the way to go, and that they fix everything, even scratches, dents, knicks, etc. If that is the case, why is it that we have yet to eat at our table due to fear and have a dining table that is lopsided?

This is unacceptable, to say the least. Just shameful. I am in the military, and I have far more pressing matters than having to argue over a table that I specifically have coverage for and have never used. This is a travesty, to treat consumers this way, least of all Military members.Desired Settlement: As previously, I am requesting a replacement, or a discount, so that I may pay a furniture specialist that works in MY best interest, to fix this brand new table.

Business

Response:

Hello,

Review: Ashley Furniture touts their Montage Warranty Plan as being a win-win deal for the consumer. Their sales reps lie and tell you if you buy the plan and do not use it after 5 years, you get your money back. When your 5 years is up and you try to nail them down about getting your money back, they then tell you it is a store credit you are getting. In my one page document they sent about the plan it does not disclose anything about a store credit. I also bought items in two different sittings in 2010, and paid close to $500 for the plan, and they are saying it is only $299 and not available until August 2015.Desired Settlement: I would like this money in the form of cash/check and not store credit. I have another Montage Plan due to expire in August 2017, and I would like that one cancelled and money returned in full since their have been no claims. I would like to remove myself from any future need to communicate with Ashley Furniture.

Business

Response:

Hello,

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.

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 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,

Review: Problems with quality of leather furniture. Contacted manufacture 6 weeks ago. Was referred to store [redacted] in [redacted]). Emailed pictures of the problems to [redacted]. No response.

We purchased a set of two leather couches and a leather chair a few years ago and paid a lot of money. They are used maybe twice a week. We have no pets or any children at home. The leather on the head rest area of the chair is disintegrating for no reason. It is cracking and coming apart from the fabric backing. I called the manufacturer, Ashley Furniture over 6 weeks ago. They told me that [redacted] would call me. [redacted] called on 11/18 and asked for pictures which were emailed on 11/19. I have not heard back and my calls are not being returned.

I called Ashley again. They have no interest in resolving this issue. They keep telling me that somone from the store would be contacting me "soon".

I would like either my entire money back or the entire set be replaced with another set be replaced.Desired Settlement: Leather furniture should last for a long time. Obviously, the quality of the leather is inferior or defective. I believe that it is only matter of time before the leather on the rest of the furniture disintegrates Complete refund for the set or replacement with another set.

Business

Response:

Hello,

Review: I Purchased a full size bed for my Daughter on 11/25/2014 and paid cash. I was then told it had to be delivered and then pay a delivery fee because it was at an warehouse in Charlotte. suffered from stress anseveral magrinesrson told me some one would contact me in two to three business days. A week went by no one called, so I called and was told something different. That made bed was ordered and some parts was at the warehouse but not all. The agent then said some one would call me in a few days with a delivery date when it's three days away. SO IT NOW GOING ON TWO IN A HALF WEEKS. Finally a time is scheduled three weeks later . The delivery team shows up with the bed .The head board is damaged and they didn't'have the correct footboard to complete the setup. So once again this added more stress and it really upset me because of wasted time from work schedule.and my child didnt have a bed. ANOTHER 4 DAYS GO BY and they they come back with more damage merchandise ..now the footboard and headboard is damaged.and the guys insults my son he didn't damage the property and please don't jump on him. When he tries to contact me , the gentleman hurried and left but call back later to get his tools. I Expressed several times my dissatisfaction and told them to refund my money or compensation for this prooblem. I Spoke with several agents over the course of weeks. I was told they would order me another footboard and headboard that it would now be another two more weeks. So we NJ own over a month no bed for my little girl Christmas. I Had many promises of call backs and promises to make things right. I Had one supervisor [redacted] to say she didn't have time to speak with me she would call me in a few days and never did. I've spoken too a [redacted] and [redacted] many who made huge promises.

On December 27 Then finally they came to complete the Delivery, I was told by [redacted] a supervisor that she would make sure I was well than compensated for my troubles and dissatisfaction and she never called back.

I called back and I had to go back through the entire situation again and they would never let me speak with a supervisor or

manager. At the point Im speaking with [redacted] who tells me they will call me back to dsicuss further settlement compensation options and I still havent recieved anyting to this day. I've suffered from stress and magrines over trying to find a resolution. . Please see if you can help me.I also have pictures showing damaged furniture and how they left things in my home after being ask to just remove it and take it with them. THANKSDesired Settlement: I Feel that I'm entitled to a full refund , however I will accept at least 50 percent for all the time effort and headaches I've endured. MY CHILD without a bed for over a month. Ashley need to be held accountable . The didn't hold to their end of the contract.

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

Terrible, terrible customer service and overall experience. Placed order in December 2014 and it's June 1st, 2015 and I have yet to receive all pieces of my order. I've even been in contact with their corporate DSG (Dufresne Spencer Group) and they are also just as unhelpful. This is still ongoing.
Please save your time and money and do not do business with this company. I have no idea how a company can have this many negative reviews but still maintain an A+ rating on Revdex.com.

TERRIBLE! It's now been 8 weeks since I ordered my furniture and still haven't gotten it yet! When they initially called me to schedule my delivery I had to call back because I was at work. When I called, it took me an hour to get to anyone!
Then she told me they were only making a partial delivery. The sofa (I also ordered a matching loveseat, coffee table, and end table) wouldn't be ready for an other 5 weeks. But she couldn't schedule out past when the the sofa was expected to be ready because it may not be ready at all and I'd have to make another selection! No I don't want you to delivery some of my furniture then force me to select non-matching furniture for the rest of it! She put me on hold for 30 minutes then told me someone would call me when the sofa was ready. When I got a call (again I couldn't answer) I was very excited. I called back, held for another 20-30 minutes, just to find out that they were planning on delivering my order anyway! The lady assured me that it was the whole order, however. I told them to not deliver it and they told me since it was already on the truck they couldn't do anything and I would have to call back on Monday (it was Friday). I called back on Monday, before 10 am and their phone line acted like it wasn't even a valid number. Called back a little later, held for another 20 minutes, was told it was still on the truck and someone would call me tomorrow. I get a call about 5 pm two days later, have to call them back the next day, after the usual 20 minute hold, they told me I was scheduling a partial delivery. My husband calls them back and gets told it is the full delivery. I am so sick and tired of dealing with this stupid company! After reading the other reviews, I'm POSITIVE that when I do get it, it'll be damaged. Never, ever, EVER buying from them again or recommending them to anyone!

Review: Ordered $15,000 worth of furniture in September from [redacted] location. Delivery October 6th was awful. Wrong size mattress and box spring. No bed rails. No mirror for dresser. Debris all over carpet. Spoke with Customer Care numerous times. Wrote letter. Bad reviews on Revdex.com and Yelp. Provided compensation and corrected order. Corrected order delivery was NOT corrected. Hardware needed to assemble bed rails and headboard/footboard NOT available. Have to order parts and schedule yet another corrected order delivery date.

VERY DISSATISFIED!Desired Settlement: Take full cost of bed OFF my bill. Correct order and assemble bed IMMEDIATELY.

Business

Response:

Hello,Thank you for contacting

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

regarding Ms. [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.Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture

HomeStores and authorized dealers are independently owned and operated. All

decisions are made by the store that sold the product in question. I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the [redacted]

store, along with a request for them to investigate this matter further and

contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Consumer

Affairs Representative

Consumer

Response:

Review: We purchased Sofa, and Loveseat at [redacted] in 2010. It is made by Ashley, and Dura blend. I made payments for 4 years, and had a 4 year warranty. Warranty expired in Oct.2014, then furniture started pealing, and cracking. It's just my husband, and I here. The furniture was tearing in places where we never sit. We talked to [redacted] earlier this year, and they said they no longer carried Ashley. Also, that it wasn't their problem. We're retired, and can't buy new furniture every 5 years. Our last furniture was fabric, and lasted 20 years. I just wanted something different. This was so pretty, and soft. The furniture we received was hard, but we thought after we sat on it awhile it would get better. Worst I've got in our 50 years of marriage. Please help us anyway you can.Desired Settlement: Replacement, or refund.

Business

Response:

Hello,Thank youfor contacting Ashley Furniture Industries, Inc. We appreciate that you havenotified us regarding Ms. [redacted]’s concerns. We take these matters seriously andwant to ensure the proper steps are followed so a resolution can be reached ina timely manner.Ms. [redacted] purchasedfurniture from an authorized Ashley dealer, [redacted]’s, in [redacted]. Ashleydealers are independently owned and operated and are responsible for processingwarranty claims at the retail level. It states in the Claim Procedure sectionof the warranty booklet Ms. [redacted] should have received with her furniture, “If aproblem should arise which you feel is covered by our Limited Warranties,contact the Ashley Furniture Industries, Inc. authorized retailer from whom youpurchased your furniture.” I took the liberty offorwarding the information provided by the Revdex.com to the Ashley MarketingSpecialist in the [redacted] area. The Marketing Specialist will assist storemanagement with this claim and will instruct them to contact Ms. [redacted] todiscuss her options. If you haveadditional questions or concerns, please do not hesitate to call me. Mytelephone number is ###-###-####, ext. 128144.Sincerely,

AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Review: I contacted Ashley through the customer care email link and received a response on 6/10 because I was having an issue returning an Ashley product to one of their retailers . I purchased a 300.00 duvet set and when I received it, the item looked nothing like the advertisement. After exchanging a few emails Jessica K sent me pictures of the duvet which are the same pictures as the advertisement that led me to purchase it. She clearly did not know what the actual duvet looked like and I requested to speak to a manager and she responds telling me to deal with the retailer. I asked for a manager again and left my phone number. She then asked me for pictures, the serial number which she told me was located on the duvet itself and after unfolding the duvet I realized there is no serial number on it. I pulled the information from the Ashley box it was sent in. I resent this information twice on 6/11 and with no response I emailed again on 6/16 to confirm they received it and she said yes, we will process. WHATT? does that mean? I asked for a manager AGAIN and she told me it would take between 10-14 business days!!

I still have not heard back on my complaint or from a manager and it's July 9th. Their advertisement of this duvet clearly misrepresents the product.Desired Settlement: Not only do they need to modify their adverstisement they need to allow me to return this item and give me a refund.

Consumer

Response:

The complaint is against Ashley. They are the ones that produced the advertisement for this product which is what the problem is. Additionally, Ashley customer service has an option to contact them when a consumer is having an issue with one of their retailers and they have yet to provide any customer service.

Review: On or about March 10, 2014 I purchased a complete bedroom set from the Ashley Furniture store in [redacted]. Shortly after excepting deliver of the furniture ( approximately 3 weeks ) I notice a white line stretching across the bottom of each drawer and in the corners of the headboard and footboard; or where two or more peace's of wood was joined together. At the time I thought it was dust accumulation, until I attempted to clean it and the color\varnish started chipping off the furniture. This observation corresponded with an unfortunate incident of theft at my home which involved 3 out of 5 peace's of the bedroom set that was recovered and resolved by the [redacted] police department; subsequently, I had to call the insurance company

"[redacted]" ###-###-#### recommended and paid for through Ashley Furniture at the time of purchase of said bedroom set. After assessing my concerns regarding the returned furniture, and [ furniture that was never removed from my house ] and making several "minor" repairs the representative clearly informed me that the entire bedroom set has numerous [ Manufactured Deficiencies ] which could not be repaired; a full report [ with photos ] substantiating and clarifying these deficiencies has been prepared by said third-party insurance representative. I have attempted numerous times [ over months ] to work with Ashley Furniture's claims representative, who sent out associates to my home to take pictures of the furniture and informed me that new drawers were ordered on two different occasions in which I only received 3 out of the 17 needed; these drawers came with nothing, no metal guides or handles required for installing into the dressers and or use. After talking to the manager of the store, she attempted to suggest that the theft of my property was responsible for the manufactured deficiencies and is either ignoring me or lying about me being contacted by Ashley Furniture's Corporate Office; no contact has been made with me as of the date of this complaint.Desired Settlement: After months of being stringed along, ignored and or lied to, I'm requesting the bedroom set be completely replaced or returned for full reimbursement to my creditor.

Business

Response:

Hello,

Review: I would like to file a complaint against Ashley. I purchased a sofa and love seat from a retailer in [redacted] in July 2014. I was told that the sofa and love seat is protected by a warranty from Ashley. The retailor told me that if I had any issues that I would not have not issues. The retailor noted on my receipt that the product is covered under Ashley warranty. The retailor did not sell the product as is. I had the living room set in my home less than three weeks and notified the store that I noticed a defect in the love seat. The sales person at the store instructed me to send in pictures and more than likely they will swap it out for another one [08/15/14]. I emailed the pictures to the store and was told that nothing could be done until the retail store district manager comes in to the store on 08/21/14. I received an email from the retailer on 08/16/14 asking for better pictures. I instantly responded back with new pictures that clearly show the defects. I did not receive a response to the email. I went into the store on 08/18/14 inquiring if the new pictures were acceptable. The sales person told me that the district manager was on the way to the store. I told him that I will sit and way so this situation can get handled. The store district manager came in and viewed the pictures. The store district manager name is [redacted]. He told me that there is nothing that can be done. He said it looks like the chair has been nicked. I told him that there has not been any damaged done on my part. I told him that I take care of furniture and all my belongings are well kept. [redacted] told me that I might need to call a furniture repair man. [redacted] said that I might need to get a sharpie marker and fix it. [redacted] also suggested that I purchased old English to fix the furniture defect. I told [redacted] that the furniture supposed to be covered under a warranty [redacted] stated that this issue would not be covered. I told [redacted] that I paid too much money for furniture to get defective products. [redacted] stated that if he could help he would do something. I asked [redacted] for a direct number for Ashley and he stated that he does not have one. I contacted the retailor consumer department and received no response poor customer service. I obtained a direct number for Ashley and was told that there is a warranty for defects in the material. The retailor did not honor the warranty. Ashley told me that they would have someone contact the retailor. I asked could someone from Ashley contact me about the issue and I was told no. Im going to run into another road block and the defective furniture issue will not get solved. The retailor has shown that there more into making money that customer satisfaction. I purchased items from another big name retailor in the past and when I had issues with the products I did not run into issues when it came down to replacing the items. I will no longer shop at that retailor nor will I purchase Ashley products. You dont get a warranty when you purchase Ashley products Youre getting scammed. I will spread the word and let my friends and family know so they dont have to run into this same problem. I should not be going through this and I have a warranty.Desired Settlement: I would like for the item to get replaced or I will be taking legal suit to get this problem solved.

Business

Response:

Hello,

My husband and I just had a horrible experience at Ashley Furniture! We placed an order for a sectional sofa. We were told it would take 2-8 weeks to be delivered. We received the call for delivery and immediately moved our old sofa out of the living room in preparation. When they came to deliver it, it was the wrong model & color. The sales person at the store off Pulaski Highway wrote the # down wrong. After several phone calls to corporate and the local store, we were told we either had to come in to choose the item again & wait again for delivery or we had to come in & get a refund. I immediately went to the store which was empty of customers at the end of my wok day. I explained to the five girls sitting behind the desk doing nothing the situation and asked for my refund. They said the manager ** was the only one who could authorize it and that he would be a couple minutes. After prompting and 25 minutes later, I was finally given my refund. ** the manager didn't even have the courtesy to come out, apologize or greet me. Horrible service! I see why they had no customers in the store!

Review: I purchased a large amount of furniture from Ashley Furniture and paid cash on 2/28/2015. On 3/17/2015 I received a call letting me know my furniture would be at my house in 40 min. I work 50 miles from [redacted] and by chance I was able to take off work to meet the delivery drivers. Upon delivery, there was damage and pictures were taken by me and the delivery driver. I ordered a full size bed for my daughter and they brought a queen headboard with a full foot-board. The media chest was assembled incorrectly with a large space at the base of it on one side. The remainder were scratches. All the remaining parts for the bed were left on the floor and my daughter has been sleeping on the floor. The headboard and media chest were reordered the day of the delivery. On 4/2/2015 I hadn't heard anything so I called and spoke with a [redacted] and nothing had been reordered other than they were trying to send another chase lounge (for some reason two were ordered at the time of purchase but my sales person took care of that). So [redacted] ordered the full size headboard and media! on 4/10/2015 Lubbock office called to let me know my furniture was in. No media chest was ordered so I called back to talk to [redacted] and she no longer works for them. Again, it was suppose to be taken care of. On 4/17/2015 I called and again no media chest, this time I spoke with Felicia. I was furious and finally got to speak with Sara. The headboard was in Lubbock and had been for a week. Remaining furious! Sara found a media chest and delivery was set up for Tuesday 4/22/2015. I stressed the importance that I work an hour from [redacted] and I could do no other delivery but 7pm based on my schedule. Again I have parts all over my floor and my daughter is sleeping on the floor. If I had it to over again I would never by from Ashley Furniture again! After numerous phone calls with Sara, I was scheduled for the last stop on 4/22/2015. Sara assured me that if delivery drivers got done someone would hand deliver it from the [redacted] store. Today, 4/22/2015 I received a phone call at work at 10:30 stating the delivery guys would be there in 40 min. I became some what irate. The lady I spoke assured me that the mistake was theirs and the delivery would be moved to the last stop. I got home at 5:30 pm to find a note on my door that I missed my delivery it was dated and timed. I called the number on the tag and spoke with Priscilla and she was so sorry I missed my delivery. I proceeded to explain the story to her and she was going to try to catch the delivery and call me right back. I hadn't heard anything by 6pm so I called the number back and Priscilla has already left for the day. I intend to contact the Revdex.com. Ashley Furniture is an unorganized, incompetent company that can't keep up with their customers. My sales person left and two other females that I spoke with no longer work there.Desired Settlement: My furniture or complete cash refund

Business

Response:

Hello,

Had a wonderful experience shoping for our bed room set with our salesperson [redacted] in corpus christi tx.Thanks to the manager for seeing to our needs and having buisness professionalism.
Thanks again.

Review: I have received a damaged item and have been promised a replacement. But that has not happened.

I purchased a trundle bed with drawers in the beginning of November with a delivery date of November 15, 2014. The sales reps in the store were AMAZING! I was having a great experience. My bed came for delivery on the 15th- hours after the time I was promised- but no big deal- that is to be expected of most furniture/appliance deliveries.

Upon arrival, the delivery men were kind and courteous and proceeded to set up the bed. They could not finish however because the trundle/storage portion of the bed was damaged. the driver said he would report the damage on his handheld device after I signed and that someone from Ashley would call me in a day or two and set up a new delivery.

Ten days later, I called Ashley myself and was transferred a few times to find the right department and I asked where my items were- I was told that it "must have slipped through the cracks" nothing had been ordered, but she would place a rush order and have someone out soon to fix it. I have since been in contact with Ashley three more times, where I am promised a call back right away, then no one calls- or that they will RUSH the order....still not received. My home has been in disorder for over a month and no one at Ashley seems to care. I have a mattress lying around waiting for the trundle to be put together and I have all the extra parts (rails, drawer boxes, etc) just lying under my daughters bed. My house is a mess- which wouldn't be too big of an ordeal, except it is the holidays!! people in and out of my house- can't stay in the guest room because I have random furniture and a mattress propped against the wall while I patiently wait someone to help me resolve my issue. However, after 6 attempts and just getting promised a call back or a rush order and neither of those two things happening, I thought it best to get a third party involved. Perhaps they will listen to you.Desired Settlement: I want someone to come and give me the product I paid for.

Business

Response:

Hello,

Review: I am doing this for my mom. She and my sister purchased furniture from Ashley on 1-5-2010. She purchased the warranty also because she was told and I was right there with her that the warranty covers absolutely everything. So she purchased it the price was 119.00 the Salesperson was [redacted] that is all that is on the invoice. I called on the Guardsman who the warranty is through Mon. April 21,2014 I stated that the chairs are coming unglued and that she has the warranty. They emailed me back stating that the warranty does not cover that. I went to the store left a message for Manager or someone in charge to call me back. [redacted] called me back I told him the situation he said he was going to contact Guardsman and if they wouldn't do anything he was going to speak to the service department and would call me back. ON Wed still no call from [redacted] so I called the service department spoke with [redacted] she said she was going to speak with Guardsman and if they could do anything if not she was going to see if service dept. could do something. Left a message Thurs. to call her back 3 minutes later I returned her call she was gone for the day. Called Friday nothing so I called Guardsman and they said it was a manufacturers problem I called the manufacturer explained the situation and they said it was between the store and us. I again called [redacted] and he NEVER returned my call. Called [redacted] late Friday Afternoon at 4:00 having not heard from her and left a message for to forget it I would figure out how to fix them for my mom. She Called at 4:20 and said we could bring them in to the DePere service center and they could possibly squeeze them in sometime in the next week. I told her I called her earlier and told her to forget it. I also asked for some money back for the warranty since it was only good on what they wanted to cover and not what was told and sold to us.!!!!!!!!!!!! This is the first time we got burned by this company. My sister purchased an end table from the it was marked a certain price and when we went to chase it they said that wasn't the correct price and they could not sell it for that and they sold it to my sister for $30. more than it was marked they said it was marked in error. I would like to know how they can sell warranty saying that it covers everything and when you need to use it then they do not stand by what their trained salesperson states. And as far as the price of the table it should have been sold and the price it was marked.. To me this is some type of fraud. My moms name is [redacted] My sisters name is [redacted]Desired Settlement: I would like them to refund $30.00 for the poor customer service I received and the headaches I had to go through. And I would also like them to refund my sister her 30.00 back for the mismarked furniture. I really know nothing will be done and this company will continue to screw with people because they can get away with it.

Business

Response:

Hello,