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: I ordered a sofa and table from Ashley Furniture. The delivery was scheduled on 11/11/14 (I paid for the items in full on 10/11/14). I took the afternoon off work after confirming my delivery with two separate phone calls to the delivery department. I sat at home for three hours and no one showed up. And I had to call the company because no one communicated anything to me. Then I rescheduled for Wednesday morning (and left work for the second time) to come home. Several minutes before my delivery arrived, I got a call that my table was not loaded on the truck because the marble top was broken. They had to reorder another table and it would take 10 days to get. I scheduled delivery for 11/21/14. On 11/21/14, I called the delivery department to confirm my delivery was still coming that afternoon (I had also confirmed via a text link on 11/18/14). I came home that afternoon (leaving work now for the third time). My delivery window was 2-5pm. At 3:30pm, I called the delivery department again because I had heard nothing. A woman confirmed I was scheduled between 2-5pm and they should be arriving shortly. At 4:30pm, after no delivery still, I called once more and I was told that my table top was broken for the second time BUT no one called to communicate that information or cancel my delivery appointment. After a very upset conversation in tears to yet another representative, she took a message and stated a manager would call me back soon. That evening, I spoke with a so-called manager ([redacted] in [redacted]) and she was curt during our phone call. I'm not able to get my table that was due on 11/11 until 11/29 (but I will be out of town on Saturday and will now need to take more time off work the following week for a fourth "delivery"). And guess what? That completely messes up Thanksgiving! It's sad to not even be able to eat at a table for Thanksgiving. Even the pilgrims had a table. [redacted] proceeded to recommend that I could go to the store and pick out a different table. I should do this because Ashley can't get 1 undamaged table delivered to my home? She said "if you think you're going to get a table for free, well that's not the case!" Unbelievable! Then she says "your compensation will not be based on your salary." Again, very rude! I didn't ask for that - only that I've missed 8+ hours of work due to messed up deliveries. I don't understand – after two broken tables, how is this not in stock? This is the most stressful purchase I’ve ever made. And the "supervisors" are unpleasant. This needs to be rectified ASAP. I expect that [redacted] will be spoken to. I asked her wouldn't it be better to satisfy the customer since most customers will tell 20+ people about a bad experience? [redacted] responded "well even if we gave you a $500 table, that doesn't mean you won't go blast us to your friends anyway." Who talks like that to a customer? Especially an extremely upset one?Desired Settlement: After all of the above issues, I am requesting that the $500 be given back to me and that this item will be delivered on Wednesday, December 3rd (as currently scheduled).

Business

Response:

Hello,

Review: They delivered a damaged product to me. I have not been able to get a response back from them despite the fact I have been calling them for a year now

I purchased a couch from Ashley about a year and a half ago...in addition to a five year warranty. Shortly after receiving the couch I noticed a sagging in the chase lounge. I called them and told them the chase was sagging and creaking. They sent someone out to repair it. The lady came out and upon inspection found that the wood frame was broken and could not be repaired. She took pictures and said a replacement would be delivered. I waited patiently and didn't hear anything back. Since then I have called Ashley furniture numerous times and complained about the problem...they promised to fix it and call me back and have never responded to me. I have yet to see a replacement and am paying full price for a damaged product. Not to mention the 5 year warranty I purchased. I am a single mother and have a child with special needs so my time is very valuable to me. Each time I call them my wait time is anywhere from 45 minutes to an hour and so far has been a waste of my time since they haven't made good on their promise to repair the product that was delivered to my house damaged. Please help me to receive a replacement or a discount. I am beyond the point of frustration!

Sincerely,

[redacted]Desired Settlement: I wish to have the damaged piece of furniture replaced or refunded. I am paying full price for an item that was delivered with a broken frame. This is bad business!

Business

Response:

Hello,

Review: Delivered broken couch (recliner mechanism, was dropped off of a truck) called 5 mins after delivery and they wouldn't take it back.

Ashley delivered the couch in the rain, delivery guys dropped if off the truck, setup couch tested only the side that they didn't drop it on, rushed me to sign the delivery document and didn't give me a chance to test the other side. Called Ashley 5 minutes later, they were not open, they didn't return my call, I had to call back and report the damage. They wouldn't take the couch back and only sent out warranty repair tech. I explained I was not satisfied with this as I received a broken couch that I paid full price for. They basically explained that it was my fault for not finding the damage myself upon receipt and their policy is they don't take returns unless damage is found in the very moment the couch is delivered. Sent complaint to HQ, no response. Warranty tech replaced broken part, but didn't take old, broken part which weighs about 50 lbs and the tech told me to "just do whatever with it", what if I weren't a capable young man? Details: Delivery date/problem date- 11/26/2014, purchase date- approx 2 weeks prior, model- ash 5670147, sales order- [redacted], invoice- [redacted], customer service rep ([redacted] reachable at [redacted]) total purchase price around $1200. couch price- $964.00 payment method- credit card.

Customer service was very rude, blunt and straight away put the blame on me and stuck to script regarding their policy.

HQ never responded to complaint.

Their return policy is ridiculous, why can't I return when finding damage minutes after delivery?

Very upsetDesired Settlement: Replacement or refund, partial refund and a response from Ashley Furniture that doesn't involve me taking the blame for their terrible policy.

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: 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: 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,

Review: 18 JAN 2016

From: [redacted]

To: ASHLEY FURNITURE INDUSTRIES, INC.

ONE ASHLEY WAY

ARCADIA, WI 54512

Subj: LEATHER FURNITURE COMPLAINT

Ref: (a) Conversation with G. [redacted] and Ashely representative dtd 18 JAN 26

Encl: (1) receipt

(2) Serial number of sofa and loveseat

(3) Photos of furniture (1)

(4) Photos of furniture (2)

In accordance with reference (a), per your instructions enclosures (1) – (4) are submitted showing documentation of receipt for purchase and photos showing the flaws in your furniture.

Per the receipt, the items were purchased in Arizona on 16 MARCH 2013 and began showing flaws in 2015. As a consumer of Ashley products over the past fifteen years, I must say that I have been extremely disappointed in this particular product.

As you can see, for a company that stands by their products, this is unsatisfactory; especially for the small length of time I’ve had it. There are no children in this household and this furniture, for the price, should have held up for more years to come.

After, speaking with the seller of this furniture, I was referred to the Ashely Store in Avondale, Arizona. The manager of that store gave me the local number to your company but did not give me the corporate address or phone number.

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 Avondale, AZ. 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 Avondale 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 Avondale HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Consumer

Response:

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.

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!

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!

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.

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,

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,

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: Delivery date changed on me without myself or the sales person knowing.

I was told specifically when I could pick up the items, unknown to me or the sales person they changed the date, when I called to find out about he item this is when I was informed that they changed the date. I am very disappointed in the way things were handle, myself or my family will never shop at Ashley's again and we all will need new furniture in the future. Your company has all the things in place to protect the store but screw the customer!!!Desired Settlement: I would like free delivery they will only offer me a 25 dollar gift certificate which is only beneficial to the store. I am so disappointed in the way this store handles their customers, I even had to call back two days later to find out what they had to offer. Guess Ashley's doesn't care about their customers, commercial is not true!!!

Business

Response:

Hello,

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,

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: 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