Ashley Furniture Industries, Inc.

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: On January 19 I went to Ashley Furniture in Bel Air, MD. The store was advertising a "liquidation sale" with the lowest possible pricing on their furniture. I found a set that I liked, a couch and loveseat combination. The sale price was $999. The sales person informed me that the only inventory available was the floor model. I inquired about them lowering the price again since I had to purchase the floor model. She informed me the $999 was the absolute lowest price. After much consideration, I decided to go ahead with the purchase. They informed me I could pick it up later in the week. When I went home, I googled the furniture set to show some friends. Low and behold, a major competitor to Ashley, [redacted] had the same couch and loveseat for $867 BRAND NEW. Ashley sold me a FLOOR MODEL under false pretenses that it was at the "lowest possible price". My contract states I have 72 hours to cancel my order, yet they refuse to allow it. When I spoke to Ashley Customer a Service, they had no remorse for selling me a used furniture set at a high price then a brand new model. They admitted they are com pertly satisfied with their sales practiced. All they would agree to do is match the price. They would not let me cancel my order. So, I'm paying for used furniture when I could get it brand new at [redacted] for the same price. To top it all off, customer service informed me that I had the option to order the set and that I did not have to take the floor model. That contradicts what the sales associate told me in-store. She told me several times I had to take the floor model because that's all they had. I would definitely have ordered it new if I was aware that I could. Who wouldn't?? Ashley's sales tactics are shady and misleading.Desired Settlement: I want Ashley to admit they are treating customers unfairly by luring them in under a false advertisement, and I want an apology. They have terrible customer service associates on the phone we are rude and cocky. The least they could do was offer to exchange my floor model for a new couch and loveseat at the sale price of [redacted]. That's only fair since I apparently could have ordered a new sry, but the sales associate lied and told me I had to take the floor model.

Business

Response:

Hello,

Review: Three "Leather" couches that were purchased only 3 years prior, and barely used, began to crack, peel and flake off throughout. This is unacceptable and absolutely not what I paid over $2,000 for!Desired Settlement: I would like my hard earned money returned to me!

Business

Response:

Hello,

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

Please mail, e-mail or fax us the following information for review:

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available

*your name

*your address

*daytime phone number

*Claim No: 5628

Our fax number is: ###-###-####.

E-mail address is: [redacted]

Our mailing address is:

Ashley Furniture Corporate Office

Attn: Consumer Affairs Department

Sincerely,

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On Mon, Jan 13, 2014 at 7:46 AM, [redacted] wrote:

Name: [redacted]

Address: [redacted]

Phone: ###-###-####

We ordered a 3 piece sectional from Ashley's furniture on 8/19/15 and it was suppose to be delivered on 8/26/15 between 3:30-6:30PM! First, I received a phone call around 3pm telling me that my delivery guy was sick and was running a little behind. That's fine. And I understand things like this happen. I already took off work for the day so it was no problem. Then, around 8pm I receive a phone call from the delivery guy saying he isn't delivering our section due to the fact that HE FORGOT HIS DRIVERS LICENCE AT HOME and they would not let him have military base access without it. A delivery truck driver who doesn't have a drivers license? Who would have thought? Needless to say, I was furious that I had to lose a full days worth of pay for someone else's mistakes. I took off work today as well, thinking that they would do a recovery route and have my furniture delivered today (8/27/15) .. And what do you know? All of their delivery trucks are full to capacity and they have to reschedule me for another delivery day/time. The only positive thing out of this whole experience is being refunded for the delivery fee. I will never order from Ashley's furniture again, and if you do I would advise you find a way to pick up your own furniture.

Review: Bought a leather couch because it wouldn't peel like a vinyl or bonded leather couch. Now my leather couch is peeling even though it's less than 2 years old. So they either lied about the furniture being upholstered in real leather or I've been mistaken about the characteristics of real leather.Desired Settlement: Fix the peeling or don't advertise a couch as being split hide and top grain if it's really bonded leather.

Business

Response:

Hello,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’ 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 following email was sent to Ms. [redacted]:From: [redacted] Sent: Tuesday, March 8, 2016 1:36 PMTo: '[redacted][email protected]' [redacted]Subject: [redacted] / Claim No [redacted]Hello [redacted],This email is in regards to the post you submitted on the Revdex.com Customer Review site. I am sorry to hear that you are experiencing problems with your Ashley furniture. Please mail, e-mail or fax us the following information for review: *claim no - [redacted]a complete legible copy of your original receipt*the model number of the item(s) in question*the serial number off each item*a detailed description of the problem(s)*photos if available (one of the entire unit and one or two close ups)*your name*your address*daytime phone numberOur fax number is: ###-###-####. E-mail address is: [redacted]Our mailing address is: Ashley Furniture Corporate OfficeAttn: Consumer Affairs DepartmentOne Ashley WayArcadia, WI 54612[redacted]She immediately replied that she no longer has a copy of her sales invoice. It was explained that a copy of the invoice is necessary for fulfillment of warranty and suggested that she contact the store to obtain a copy. At which time she replied : From: [redacted] [mailto:[redacted] Sent: Tuesday, March 8, 2016 7:14 PMTo: [redacted]@Ashleyfurniture.comSubject: Re: [redacted] / Claim No [redacted]The store closed down, and apparently Ashley furniture has a 1 year warranty on all upholstery. I'm a few months past that. I appreciate you trying to help. At least I know to not waste my money on Ashley furniture again though.Sent from my iPhoneIf or when Ms. [redacted] is able to provide a copy of her sales invoice, we would be more than happy to re-open her claim and further review. If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].Sincerely,[redacted]Ashley Furniture Industries, Inc.Consumer Affairs Representative

Review: I purchased a $1,800 3 piece Ashley leather sectional in May of 2009 from the AAFES [redacted] Furniture Store. AAFES is an authorized seller of Ashley furniture and they have a contract with the company as they sell Ashley furniture in almost all of their retail and online stores. I was not offered an Ashley warranty because AAFES is not authorized to offer such warranty, nor does the Ashley warranty cover the defect on my couch in such warranty. The defect is leather peeling on Ashley leather sofas and sectionals. This is a known problem and many other customers have complained about this. I contacted Ashley and was told my couch was not covered. Ashley is selling a defective product and a warranty that does not cover this known defect. The [redacted] just did an investigative story on peeling leather and vague/misleading warranties from [redacted]. I feel Ashley Furniture is doing the same thing. I am an active duty Army soldier and I purchased my sectional on a military installation. The sectional is 4.5 years old and in good condition except the leather started peeling on the couch cushions 2 months ago and now the foam cushions are showing.Desired Settlement: I want Ashley furniture to repair/replace my leather sectional. I want them to acknowledge their manufacturing defect and to fix the problem of leather peeling after less than 5 years. I would like them to offer a proper warranty that covers peeling leather on military installations and/or stop selling defective merchandise on military installations. Thank you.

Business

Response:

Hello,

Review: Was sold a used living room sectional that was supposed to be brand new and special ordered.

Was sold a used living room sectional that was supposed to be brand new and special ordered. Purchased on 8/11/13 at [redacted] of [redacted] (authorized retailer of Ashley Furniture) told it would be ordered and delivered in 3 weeks. Sectional arrived today and is damaged and dusty in all the crevasses. This delivery staff didn't have the correct legs so I had to go and pick them up later that on the day. I was told that the customer service dept would contact me on Tuesday about my concerns but it doesn't help much when I have a child with severe allergies being delivered a used couch that could close his airway at the age of 5.Desired Settlement: Deliver the brand new sectional I purchased for my child that won't send him to the hospital before this turns into a bigger issue.

Business

Response:

Hello,

purchased bedroom suite haven't had merchandise 3 days already broke... I have a brick holding bed up...wouldn't recommend Ashley's furniture to nobody....

Worst experience with customer service I have ever had. Ordered a complete set in May just got the last piece on July 25th and I have to initiate all calls for the three inconvenient deliveries that had to be made. I was promised a phone call from the corporal rate office a half dozen times and I'm still waiting. They simply don't care about their customers.

Review: I purchased an Ashley Furniture "Damacio" 5 piece sectional from [redacted] which was delivered on 2/11/15. On 8/24/15 I noticed spots on the seat of the RAF power reclining section. It appears as the leather is peeling off. It is advertised that this seating area is top-grain leather. There must be a flaw in the way they are applying a protective coat. I have tried to file a warranty claim and it was denied. How could they say normal wear and tear could cause real leather to peel apart in under 7 months?Desired Settlement: I would like the damaged piece of my sectional repaired.

Business

Response:

Hello,

Review: This is, by far, the worst customer service experience I have ever had with a company. A little over three years ago, we purchase a sectional chaise lounge couch from an Ashley Furniture in [redacted]) Late last year, we noticed some major wearing on the chaise - it was peeling and flaking off, which makes no sense because it was only three years old and we take great care of it. We contacted Ashley Furniture and someone came out to the house and repaired the cushion. We were very happy. Early on this year, the whole couch started doing it. Complete mess. We contact Ashley Furniture in May and they ended up picking up the couch part and giving us credit, but they refuse to do the same with the chaise part because it's missing the tag with the serial number. This is crazy because you can't buy one piece without the other and we never ripped any tags off, which means it never came with one - not our fault. I spent multiple hours on customer care, talked to two managers who wouldn't help me and the last one said his manager, [redacted], would call me back first thing in the morning. He promised me he would call. I NEVER heard from [redacted] - that was three weeks ago. Not knowing what else to do, I went into the Ashley Furniture where I bought the couch and asked the first sales associate I saw if I could speak to the manager. He said there's no point, because the manager doesn't help with customer service. What a ridiculous statement. So I went to the customer service desk, explained to her the situation and then asked to speak to the manager and she said they would't be back for two days. I asked who was in charge until then and her exact words were "no one". Unbelievable! Not knowing what else to do, I contacted Ashley Home Help over Twitter and [redacted] contacted me. She said she would see if an exception could be made. That was 2-3 weeks ago. She hasn't reposed to any of my calls/emails since Wednesday. I called Customer Care again and was on hold for over an hour and talked to another "manager" who was extremely unhelpful and couldn't do anything. He told me I just had to wait for [redacted]. I called the store back and talked to the sales manager, Phil and he said all this should't be a problem because the couch is a Durablend and there was a recall on it so it should be replaced no problem. He said he would call me back after talking to customer care himself, but I still haven't received a call. It's been two and a half months now of this and all I want is a replacement couch! We just moved into a new house and all we have in the living room is half a chaise lounge. Again, I have never received such horrific "customer care".Desired Settlement: The couch was between $1000-$1100. All I want is that much store credit to purchase another couch from your store. In my opinion, I should be offered way more for the hassle this has been. It seems like no one is in charge at this company and no one is willing to make this situation right with a customer.

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 and authorizeddealers 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 theHouston 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 Houston HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.[redacted]

Consumer

Response:

I was required to say if I was satisfied with the resolution or not and because there is no resolution yet, I said no. When there is an actual resolution, I will say I am satisfied.

Review: I purchase Ashley Furniture that does not perform as should be customary for a recliner. The furniture that I bought has an electrical recliner and it fails to operate. It is stuck in a mid recline and there has been no satisfactory suggestion from the manufactuer to fix it.

purchase in 08/2011 - first problems in March of 2012 - worked with local retailer until they closed their doors - Have tried to work with Manufacturer for 4 months and they are not moving towards a resolution.Desired Settlement: Refund or exchange as they are well aware of the design problems with the electrical recliner mechanism.

Business

Response:

Hello,

Like so many other reviews posted everywhere, I made a BIG mistake buying from Ashley Furniture. The problem is the warehouse located in Newark, Delaware. When the furniture was delivered (loveseat, recliner and sofa - all power, 2 end tables, coffee table and two lamps), one of the delivery guys was very rude. He walked in like he owned the place and not even a greeting. They damaged the loveseat, couch and recliner by scratching them going up the stairs and into the door. This also left unsightly damage to the door entrance. When I suggested that they do more to protect the furniture in the future, he had the nerve to as me "how". He's the delivery person and had to ask ME how. What a joke. I told him to wrap the furniture in the blankets they had in the truck. Then he asked me how would the blankets stay on. What a joke! I told him to use the rope (also in the truck) to tie it around the blanket. He shut up after that, but this only the beginning of my nightmare.

All the tables have swirl marks, smudges, outright scratches and a noticeable dent in one of the end tables. I was told the swirl marks are "normal". It's obvious they were used. I called Ashley about repair or replacement. They have missed multiple appointments (both telephone call-backs and visits) and not even called to reschedule. I had to consistently call them after they missed the appt. The manager was a nice guy, but VERY forgetful. They came out to look at it (after they missed an appt that I had to call them about), then came out to try some swirl remover (again, after another missed appointment that I had to call them about). The swirl remover did not remove the swirls. Then they said they would order new table tops and have them delivered to my residence. Two weeks passed, nothing. I call them to ask about the delivery, they said they would check and call me right back. Two days passed, nothing. I called them, yet again, and was told that the separate table tops were not an option. So tell me why didn't they call me when the found this out??? Makes it so bad is that the manager told me (on his previous visit) that he had already ordered one of the table tops. Only a couple weeks ago did the manager get a hold of 1 tabletop and replace the one that was dented. His doing that was the only thing that kept this being a 0 star review. He also said he would escalate the other table issues to his boss. Since then I've tried speaking to the main manager, but he always has left early. I give up.

I don't know about other Ashley stores, but communication with the customer is non existent with this warehouse in Newark DE. They answer the phone, but not much after that. Either way. Absolutely the worse customer relations I've ever experienced. All I can do at this point is sell this stuff at a loss, buy GOOD tables and send complaint letters.

If you live in Delaware, I strongly recommend that you don't buy from Ashley furniture! Save yourself some money and a headache. If you must, then don't let the delivery guys rush you to sign for the delivery like the did to me. Inspect the furniture thoroughly because coming from Ashley (and from reading other reviews), it's automatically suspect. If you notice damage, don't sign! Make them take it back immediately.

Review: We recently just purchased new furniture from Ashley HomeStore located in [redacted] We went there looking for a whole living room set with bridal shower & wedding money. We picked out 2 couches, a coffee tabke, end table, & got talked into a bed as well. When going over our order to finalize & sign they said all these items were on the order but we were short money. We then went out to the vehicle to grab the last bit of money we had and then also financed for $2000 in order to get all the items we went there for (2000 couches & 2 tables) plus the bed they talked us into. They said they would throw in 2 pillows being we spent over $7000. Upon delivery we fid not receive the tables. The delivery guy then went over our receipt explaining the items they told us were the tables were just pieces to the sofas. I then called the store only for them to tell us they removed with when playing with numbers but we were unaware of this & wouldn't of purchased the furniture knowing this especially the bed being we went there specifically for the bedroom set. They are being very rude & unprofessional & trying to get us to finance them after they were suppose to be included in our order. They also charged us for the pillows they said they threw in.Desired Settlement: We are seeking a settlement of getting the 2 items they didn't settle up on (the coffee table and end table) after reassuring us we would be getting all pieces of furniture for the price we had paid. Or a refund for the amount of these 2 items off the amount we paid considering they told us that they were on our order & included in our price.

Business

Response:

Hello,

We bought a bed for my child from Ashley furniture. A month later one of the side panel on the bed broke and I called customer service (hold time is minimum 20 min). I order a new side panel and they told me that the part will be delivered in 7 business days. I thought "O nice, what a grate customer service". But the part of course did not show up. I called and they told me that I have to wait another 14 business days, I said OK. We don't have a choice. The part again did not show up and again nobody from Ashley called me. I called and they said that I will have the part next week on Monday. And again the part did not come, neither somebody called me from Ashley costumer service. I was the one calling them. However took them forever to deliver the part. They have no customer service. They do not value your business. Do not buy from them after all they are not the only furniture store out there even if they act like one. This is my first and last expiriance with Ashley furniture.

Review: I purchased a sectional from Ashley Furniture in [redacted] on March 16 and was told that it would be delivered on April 21st. I contacted the sales associate ([redacted]) a week before the delivery date via email and she emailed me back that my delivery was going to be delayed until April 25th. I told that I was concerned and asked her if it was going to continue to be delayed and she emailed me back stating, "It is set for sure on del for 25th no questions!!! lol... I completely understand about long time but unfortunatley I cant change that.. and if we change now you are looking to May or mid May on many..so it would be iffy at best to change.. but you can, you just cant cancel ...

Let me know"

On April 13th, I emailed [redacted] again and asked if we were still set for delivery on April 25th. I received no response. On April 15th, I contacted the store and was told that my sectional was delayed until May 8th. [redacted] offered an in store credit of $300. On April 17th, I received an automated email that my furniture would be delivered on April 25th. On April 25th, I contacted the store and was told that my sectional did not get on the loading truck and no one knew why. I contacted the [redacted], and he said that he would check into it and get back to me. No one called me back. I contacted the store on April 27th and was given the name and number of [redacted] and [redacted] in the [redacted] office and was told to contact them. I called and left a message for both of them today.Desired Settlement: I would like my furniture delivered and a credit on the merchandise that I have purchased. I do NOT want an in store credit of any kind as I NEVER want to buy furniture from this place again.

Business

Response:

Hello,

Review: I ordered a table on to be delivered on 12/4/14. On delivery, the table was received broken. On 12/4/14, my husband tried to refuse delivery of the table and was told he had to accept it and call customer service for a replacement. On 12/4/14 customer service was called. He was told since they could see in their system that this was just delivered, that they would schedule a replacement to be sent out. We had an issue with the wrong sofa being delivered as well, but we were told that had to be dealt with on the store level. We called the store and were told that once they ordered our sofa, customer service would coordinate the new table to come on the same day. No other action was needed on our part. On 12/20/14, our sofa arrived as promised, but no table. We called customer service on 12/20/14 and there was no record of our previous call. We sent pictures of the damaged table to the rep and were told she had to check on the availability of delivery for a new table. She did not want to keep me on hold the 10-15 mins she said it normally took. I was promised a call back. I did not receive a call back. I have spoken to two more representatives, emailed the first rep twice and reached out to Ashley Furniture's Facebook page twice. Every time I am told that "someone" will get back to me and they they can't do anything for me. It has been almost a month and there is no resolution in sight. It should not take 10+ days for a phone call back on a simple table exchange.Desired Settlement: I want a call back, and apology, the broken table removed and a new unbroken table delivered in a timely fashion.

Business

Response:

Hello,

Review: I purchased a new mattress in May I was also talked into purchasing a mattress pad and encasement. One the mattress arrived I soon discovered that my sheets would not fit if I put both items on the mattress. I returned the unopened mattress pad to the store a couple weeks later. The manager claimed he could not do anything for me at that moment but he took my item and all my original paper work and said he would call the finance company and have my account adjusted, and that I would have to come back to the store to sign papers in a few days. When I called back almost a week later and got the manager on the phone. He was rude blew me off saying I have your number and we will call you. you don't need to check in with me. Two weeks later after hearing nothing I called again and got a lady by the name of [redacted] on the phone she looks up my account comes back on the phone and says is it the mattress pad? I said yes and she says I will take care of it for you, how did you pay?. So obviously manager, [redacted] had done nothing. When I try to complain to "corporate" I was informed that the store was independently owned and I would have to contact [redacted]. I have left 2 message for this owner with no response and of course 4 weeks later I still do NOT have my refund.Desired Settlement: I would like the 79.00 plus 6% WV sales tax refunded to me preferably in the form of a check oever nighted to my residence,instead of a credit on my finance account. I paid 72.00 dollars in taxes the day of the sales as I could not finance the tax portion. They had no problem making a seperate transaction for that so I should be able to have a seperate transaction for the refund of my mattress pad.

Business

Response:

Hello,

Review: My fiancée and I have received several calls about some bed rails that we never received. This has started to get on my nerves at this point. They system needs improving or something.Desired Settlement: Please stop calling our phones about merchandise that we never received. This is starting to be harassment and I would like for it to stop now. Thanks.

Business

Response:

Hello,

Review: I purchased a furniture set from Ashley Furniture store at [redacted] on 2/20/14. I put down approximately $460 on the furniture and chose the payment plan. I was informed my furniture had to be ordered and will take approximately 2 weeks before it could be delivered. I was finally contacted the week of 3/10/14 that my furniture was in and made a delivery apppointment date for 3/20/14. I requested an appointment time of at least after 3pm because I work during the day. The employee indicated that would be possible and I will get a courtesy call prior to the delivery day. I did receive the courtesy call before the delivery date but the employee stated there is no set delivery time; the delievery time was a window period between 11am and 3pm. I was very disturbed by this taken I needed to work. The products were delivered on 03/20/14 but my chaise chair was delivered damaged. The delivery tech contacted the repair department prior to leaving but informed me he was unable to take back the chair with him. On or about 03/28/14, the repair department contacted me regarding making another appointment for a repair tech to come and assess the damage. This was a bit too long for a follow up regarding the issue. An appt was made for 04/11/14 and pictures of the damage was emailed to the repair department upon thier request. On 04/10/14, a repair tech contacted me to confirm the appointment for the next day but indicated the time he would arrive which again was not conducive with my work schedule. I immediately contacted the store again to reschedule another appointment for a weekend day and was rescheduled for 4/26/14. On 4/26/14 the repair tech arrived at the scheduled time of noon. He took measurements and pictures and informed me I would be contacted by the store regarding a follow up on Tuesday, 04/29/14. I have yet to be contacted. I have been so fustrated with the lack of quality customer service from the store, no apology has EVER been received or an offer to accept any service because of damaged caused on their part. I inquired about having a refund of my down payment but was told no by the store manager. At this point, I think this is the least that can be done. I would rather not keep this furniture if I am going to continue to encounter POOR customer service.Desired Settlement: I inquired about having a refund of my down payment but was told no by the store manager. At this point, I think this is the least that can be done. I would rather not keep this furniture if I am going to continue to encounter POOR customer service.

Business

Response:

Hello,