Ashley Furniture Industries, Inc.

Review: Sales order #[redacted] - Ordered on October 06, 2014.

Furniture arrived on the delivery date of 10/21/2014 defective, the sofa has a reclining system with a massager, and we also ordered a book shelf.

The touchpanel/touchscreen was not only cracked, but the entire screen had some black bubbles on it. The delivery guys didn't say much. We asked how that happened, as we felt it was odd that the furniture was not in plastic when it arrived, they claimed it's because the furniture is all assembled at the warehouse.

Regardless they give us a phone to call customer care, and customer care says we can accept the delivery and wait up to 21 days for a tech to come out to fix the touchpanel (mind you we ordered this furniture on 10/06/14) or we could decline the delivery and get a brand new furniture delivered next day or a refund.

Well I get a call later on, telling me that the replacement furniture will come on Thursday, 10/23/14, not next day as it states on the policy from when I ordered and I cannot cancel the order for a full refund (even though I was told I could before).

Immediately I explain my dissatisfaction, but the customer care representative tells me I need to go down to the store. Needless to say I drive down to the Webster Ashley Furniture store, and explain.

Oddly enough, I'm told that I need to handle this with customer care, and that I won't be refunded, instead I need to wait for redelivery.

Thursday the 23rd of October is a terrible day, as my husband and I both work on Thursdays. Monday and Tuesday work much better for us. On Thursday I get a call saying are you available for delivery, I immediately said no, and the call came during work, which was embarrassing.

Lousy and disappointing.Desired Settlement: Honestly after all this mess, I just want to be refunded, as that's what I asked for, and was told I could get. All this stress is ridiculous.

Business

Response:

Hello,

Review: The sets of Ashley furniture I bought about ONE year ago have a very strong and irritant smell, even though I have tried my best to remove the toxic odor and keep opening my windows most of the time to air my house.

My husband coughed for more than a month when we first received the furniture, and my nose is very allergic to their odor.

I put a formaldehyde testing kit in one of the drawer of their furniture, and the result indicats that the formaldehyde concentration is FIVE times higher than the legitimate level!!!

I tried to warn other people about this and keep them away from Ashley's toxic furniture, but I found that my some of my online reviews were erased (I won't cease fighting!) and Ashley never takes it seriously!!! I also reported to the Revdex.com twice, when I first successfully contacted the customer representative of Ashley and asked if they have any certified documents proving those furnitures meet the requirements of the Toxic Substances Control Act of TSCA, they replied no. After that they just keep ignoring me!Desired Settlement: Refund and remove the furniture

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]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

Business

Response:

We are very sorry to hear Ms. [redacted] has chosen not to

accept my response to her Revdex.com claim. Since each of the stores are independently owned and

operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access

to each of their individual sales records nor are our computers linked

together. Therefore, Ashley Furniture Industries, Inc. is unable to look into

her concerns further. Which is why we refer her to contact the [redacted]

HomeStore Customer Care department at ###-###-#### for further assistance. Sincerely, [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.Tell us why here...

Consumer

Response:

Review: [redacted]

Re: Customer #: [redacted]

Invoice #: [redacted]

I write this complaint with much regret. I thought Ashley Furniture, Inc. prided itself on customer service and making sure that the customer was completely satisfied with their purchase. Apparently, this is NOT the case.

I'm still ANGRY about my customer service experience and will tell my personal and business colleagues to NEVER buy any products or services from your company. What I see here is another company not doing the right thing for its customers.

Anyway, I’m going to fast forward to the customer events that happened to us:

On May 16, 2014, my wife and I purchased quite a bit of furniture in preparation for our move into our home that same month. We purchased the items at your store located at [redacted]. After MUCH research, we were very excited that we had found a furniture store that fit our needs. Please see attached invoice for the items that we purchased. After the purchase, it took about a week for delivery. (No problem). The delivery guys set everything up and promptly left. Now I am NOT a furniture expert or furniture mover/setup person, BUT it came to my attention that my son’s bed (Queen size) had been setup incorrectly.

On August 11, 2015, my son and I were looking under the bed and noticed that a wood box spring support (one of the legs) had come off. Therefore, we proceed to remove the mattress and box spring to investigate it further. Upon removing the box spring, we immediately noticed that several box spring supports had NOT been secured properly!! There were numerous screws missing and support boards were sliding EVERYWHERE! This made me suspicious about the other bed (King Size) that had been purchased.

Therefore, on August 11, 2015, I promptly went to the store where I purchased the items and informed them about the problem. The customer service person at the store gave me a phone number to call customer support for resolution. I promptly contacted the customer support to get resolution. This took a VERY LONG TIME for customer support to respond. I left messages….. after messages for 3 days with NO RESPONSE. I sent email also.

On Sunday, August 16, 2015, customer support service finally contacted me back. She stated that someone would be calling in about a WEEK to come by my house to determine what is needed to be fixed. On August 27, 2015, the repair person ([redacted], ###-###-####) called me back and asked me what was broken, I told him about the apparent damage(Queen bed) and potential damage(King bed) regarding the mattress supports. Therefore, he decided to send me the necessary hardware parts in order to perform the repairs. He asked that I contact customer support again when these items arrived so that he could complete the repairs. Please see attached emails concerning the conversations on resolving this matter. Even the email dated August 28, 2015 specifically states that the repairs would be made by Ashley Furniture.

After about a week, the items did arrive. I promptly contacted customer support to schedule the repair person to come out and make the necessary repairs.

Upon reaching customer support, they (i.e. Labreca and your supervisor) told me that my furniture was OUT OF WARRANTY and that they would be UNABLE to fix the beds properly. Now, I TOTTALY TOTALLY disagree with this action. I am no furniture expert!!!

From a legal standpoint, this purchase contained concealed damage. Therefore, it is Ashley Furniture’s responsibility to correct the issue. Just following a corporate policy at the strict level does not release Ashley Furniture of its business responsibility. Besides, this is NO WAY to treat your customers that spend hundreds and thousands of dollars with your business.

My wife and I request that this matter be corrected by repairing the beds AND provide a refund of $200 for concealed damage due to poor furniture setup. The box springs alone have been damaged. And the comfort of the bed has been affected. I could go further with this matter, but I’m a person of integrity and want to treat the business with professionalism. Therefore, I think this compromise is fair.

If you need to reach us, please contact me ([redacted]) at ###-###-#### or [redacted].

Regards,

Cc: [redacted]Desired Settlement: Repair AND Refund of $200

Business

Response:

Hello,Thank you for contacting

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

regarding Mr. [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. Mr. [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 Mr. [redacted] to discuss his options. If you have additional questions or concerns,

please consider contacting the [redacted] HomeStore Customer Care department at

###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me UNTIL I hear from the [redacted] store for FINAL resolution.

Regards,

Review: I went into Ashley Furninture on June 6, as they were advertising a sale. After about 4 hours of going back and forth and the sale representatives having me sign up for TWO credit cards, we purchased a couch set. We were told the couches could NOT be delivered until July 12, a month later, despite any effort to get a earlier date. I received a call two days before they were scheduled to arrive advising they could not be delivered until the 18th. Furious, the lady on the phone stated there was nothing she can do it was a manufactor issue. Expecting the couches to arrive on the 18th of July, I received a call on 17th to confirm my delivery on the 22nd. Which I did not agree on at all! When I spoke to a supervisor I was advised that was the earliest delivery date and after becoming upset, the lady offered me a $100 gift card BUT I had to call AFTER I got the couches in order to receive it. The lady could not tell me a time of delivery, that it was all based on that day and the delivery crew. The lady could not even guarantee that the couches would be ready by the 22nd. I have waited almost 2 months for couches that cost $4,000.00.Desired Settlement: I would like for the company to hold to their standards of providng the upmost Customer Service. At this point, I do not want the couches nor the $100 gift card (anybody who has been to Ashley furniture understands you cannot buy anything for $100). I wanted to purchase a dining room table set through the company but in fear I will not receive it for 2 months, I have decided against purchasing one. I have paid a lot of money and gained another credit card and do not feel appreciated as a customer. I would like to be treated as if the company wants me to come back and purchase something else from them.

Business

Response:

Hello,

Review: About year ago purchased table and chair/benches manufactured by Ashley serial # [redacted] through local store [redacted]. Table top which is part tile is sinking into wood, wood is starting to flake as well as finish from top. Back of benches and chairs are beginning to pop out a seams. This seams like too much for a dinning set of this age.Desired Settlement: Exchange, replacement of equal if still not available.

Business

Response:

Hello,

Review: A dinning room table was delivered with damages to the top. When reported, they said I did the damage. This is not true. I have the pictures the tech took, and my pictures. The tech said the dust on the table top was the damage I did. Ashley Furniture will not replace the damage sections of the table. My cost was $577.99.Desired Settlement: Replace the damaged extension leaves. (2)

Business

Response:

Hello,

Paid over $6500 for a tempurpedic mattress and was assured I'd have my mattress plus 2 king size pillows the next week. A month later I still don't have any of my items; I have talked to 6 different people with a couple confirming I was told incorrect information and ALL of the customer service representatives assured me they'd call and find out the status and call me back. Not one has ever returned my call. The 5th girl I spoke with told me they'd issue a $200 gift card as compensation considering the amount of money I spent. Though it would have to be approved and she would call me which of course, she didnt. The next person I spoke with didn't have any record of this conversation conveniently. He also assured me he'd find out an eta and Calle back which he never did. If I could cancel everything and go somewhere else I would. Lies and no follow through!

Ashley Furniture products are horrible, I bought couch and loveseat and the couch did not hold up and they let me replace with a new set because they didn't carry the same one I had anymore I bought what I thought was a better set and paid more and within three months of having it in my home the couch is already sinking on the one side and the boards on the back where both recliners are broken on the couch and loveseat. They are barely sat on because we work full-time and my family are barely home and because my warranty is up they warranty the springs and frame but I have to pay labor at $75/hour for a couch and loveseat I have had for 3 months that cost me over $900/ each item. Regardless these should have held up better then that for the amount they are charging. Very dissatisfied. I would not recommend any furniture from Ashley Furniture.

Review: Bought table, unpacked and found wood borers had eaten holes in it. Returned for another. After waiting 2 weeks longer than promised and the new table had fungus growing on it. Asked for full refund and after much arguing was told they would take it back but a 10% charge would be incurred due to the length of time returning it. Since I had no control over the time it took to get new table in and tried to return table the next day after receiving it I should not be charged any fee.. I spent over an hour on the phone, talking to three different people. Very poor customer service!!Desired Settlement: A refund of full purchase amount.

Business

Response:

Hello,

Review: Store, company nor sales reps inform customers that their leather couches are not % 100 leather. The couches I purchased are recycled particular leather couches. They are peeling and look awful. Recycled leather is not good for hot humid Texas environment amd peel right away. I would have never bought couches if I was told the truth. Awful product. Embarrassed on how they look and how much I paid.Desired Settlement: I just want non leather couches. They look awful and I was never told they were recycled particle leather. Not happy

Business

Response:

Hello,

Review: Delivery dates are not dependable.

CUST. ID:[redacted]3,

My family and I moved to [redacted] from [redacted] in Aug. 2014. On Aug. 14th a placed a King size bed, 3 mattresses, 2 dressers, a 5 drawer chest, ITEM #B505-46 and a bunk bed set on layaway with a $1,000 down payment using my debit card. August 26th I paid the full amount for everything in cash in the total amount of $3,532.85. The customer service rep informed me that she was unable to reserve certain item and to give it a couple of days to get a date on when my items would be in. She also told me that items would be set up for delivery as they came in. Which I believed to be true because she told me the mattresses were already in and I received a call a couple of days later to have them delivered. I did call and got a date of Sept. 11th for my items to be in and on that date I should receive a call to schedule a delivery date. On Sept. 11th I did not receive a call and it just so happens I was in the store so I had the rep check the status and she told me Sept. 18th. On Sept. 18th I did not receive a call so I called the store and was told Sept. 24th. At that point I was highly upset and something needed to be done. In the end the manager refunded my delivery fee. On Sept. 24th I did not receive a call and when I called I was told Sept. 30th. The rep told me that everything was in the warehouse except the headboard and the footboard of the bunk beds. I told her that I was told that items would be delivered as they came in, so she set the items up for delivery and told me I should receive a call from the delivery dept. later that day or the following day. I did get a call and informed the rep that I need to speak to a supervisor to voice a complaint because in my mind I was thinking my items had been in the warehouse the whole time and could have been delivered but they were waiting on the foot and head board. I left a message for the supervisor, who called me back and told me that they only items they had since the end of Aug. were railings and the 5 drawer chest. I told him that I was told that items were to be delivered as they came in. He said that I could not do anything with the railings and I told him that I could have used the chest to put my kids' clothes in. He didn't have an explanation to why it had not be setup for delivery. I excepted his response and ended the call. So I had my delivery date of Oct. 4, I received a voicemail from delivery on Oct. 3 stating that the 5 draw chest will not be delivered because upon inspection the bottom draw board was loose and that it is going to be 3 to 10 business days for a replacement to come in but everything else will be delivered. This is the problem I have. If the 5 drawer chest has been in the warehouse all this time like the SUPERVISOR told me why in the H-E- double hickey sticks is it just now being inspected a day before delivery? Why wasn't it inspected when it was received at the warehouse? On top of that the foot and head board came in on Oct. 1st but could not be delivered with all of my other item on the 4th because all the truck were full for that day, so know I have to wait 4 or 5 days to have it delivered because both me and my husband are now working during the day, which in the months of Aug. and Sept. I was not working at all. Now we had to pick a delivery day when one of us will be home for whatever timeframe Ashley picks for us. I am very disappointed in how this whole situation has unfolded. I chose to purchase my furniture from Ashley's because they had the layaway option. The sales rep #[redacted] did inform us that the items would not be ordered until the balance was paid in full and on top of that it would take 2 to 3 weeks to come into the warehouse because everything is made by Ashely's, which we didn't have a problem with but as you can read from this complaint it took longer then 3 weeks and there were other problems on top of that. Won't be making any purDesired Settlement: Unfortunately I was in the process of ordering a kitchen set from Ashley when all of this was happening. I would have canceled the order but I didn't want to pay a 5% cancellation fee, so I paid it off in full on Sept. 26th over the phone in the amount of $448.31 with my debit card and I think the delivery charger should be refunded back to me for all of the inconvenience I am still and have gone through.

Business

Response:

Hello,

Review: I have transferred to the [redacted] area the product that we purchased from Ashley's store was a bed set which was supposed to be deliver well over a month. During this time we have constantly have to battle with Ashley's store,

First point each store is independent from the Corporation Ashley's, so calling Corp can't really help you in anyaway.

Second on their return policy, anything that is returned is going to be charged a 25% return fee even if Ashley's corporation does not full fill their part of the deal which in my mind is really unsatisfactory and extremely unfair.

Third when calling the [redacted] Ashley's where the product was purchase they send you on a goose hunt calling their warehouse [redacted] which in turn send you back to [redacted] stating what basically is not their jurisdiction.

Fourth after finally pin pointing that in [redacted] the product is located they keep pushing the date that are product is going to be deliver

and Fifth the rails the mirror on our product they seem not to have in stock.

This is extremely frustrating.Desired Settlement: I honestly want my money in full it was very bad and sour experience having this happen to us.

Business

Response:

Hello,

Review: Ashley Furniture slogan say that they provide top quality products in the country, but I have proof that their products are actually not as advertised. I purchased a living room set on Nov 19, 2010. The leather on both products (Love seat and sofa) have deteriorated since purchased. I have tried contacting Ashley Furniture regarding this issue, but have not received a response. Sale #[redacted]Desired Settlement: Refund or product of better quality

Business

Response:

Hello,

Review: I purchased a bedroom set from Ashley Furniture in February of 2015. I was sold a brand new set that was to be picked up March 7th. The next day I received a call from Lee Dobbins informing tme that the set was discontinued. This was after I paid and set up the fiance for the bed and night stand. The footboard was damaged by an Ashley Furniture employee. I have tried to work on AshleyFurniture replacing the footboard. Which I was told they can't replace it because it is discounted. I also requests a full refund of the entire bedroom set after speaking with Cheryl M[redacted] and numerous mambers of Ashley Furniture. I never received any replies in regards to this. I was offered a $60.00 discount of the total cost of the bed. As well as no repair of the footboard that was damaged by their staff. Or repair of the footboard and no discount at all . Again this is over looking the original problem at hand. Which is that I was sold a brand new bedroom set and was given a discontinued bedroom set that was damaged. I am now requesting a refund of all the money I have given Ashley Furniture. I have been given the run around by Ashley Furniture staff. I am not satisfied with the service or the quality of the footboard that was damaged prior to me picking it up. Ashley Furniture wants me to pay for something I didn't damage. I refuse to do so. Returning the bed will leave me with an incomplete bedroom set. Which is something I can not do as well. I paid cash for the dresser the mirror and one night stand. I then paid the difference of the second night stand. The issue at hand right now is the bed and the damaged footboard. Cheryl stated she would help resolve this matter on my first complaint with Revdex.com. Then she turned around and stated the two offers listed. I am not satisfied with her offers and I refused her offer. I am not being stalked and have had people go looking for me at my job. As well as calls to my employer and visits to a family members house. Taking pictures of their vehicles and making threats to charge me with theft. Again, I mentioned earlier on that I was pregnant and was not going to stress out over thsi mayter. They have yet to refund my full amount paid. So I have refused to deal with them as well. This is a form of harassment and an attempt to take advantage of me as a consumer.Desired Settlement: Complete refund of my money on the entire bedroom set. The full ammount I paid up front and the difference of the second night stand. As well as the second down payment I put on the bed when we were suppose to have come to an agreement with Cheryl M[redacted] from Ashley Furniture. As well as for all the harassment of stalking my place of employment and phone calls to my employer to stop. And as well as family members. I have no desire to argue with anyone. I am requesting a full refund of all monies I have paid then I will be more then happy to return the bedroom set.

Business

Response:

Hello,

Review: I had purchased a full leather furniture set from Ashley Furniture and spent $2884.40 on this furniture. I was told this furniture would last a lifetime and I also bought insurance on all of the furniture. I loved this furniture and cared for it properly.Two years later in 2011 I started to notice a slight change in the texture of the leather, but I just ignored the issue. Another year had pasted and the leather started to look as though it was starting to bubble up. I proceeded to call the insurance company about the problem and they said that they would not cover a manufacturers defect. Now, the top layer of leather is peeling off of all of the furniture to the point that it is completely ruined. I have called the store and talked to [redacted] who said there is nothing he can do for me. I am very upset and disappointed that they would not even offer to give me a discount on a new set after I have to discard nearly $3000 of furniture that I had purchased less than 6 years ago. I own my own business and from my prospective, this is totally unexceptionable business practice.Desired Settlement: I would like this furniture to be replaced by furniture that is not defective or the equivalent store credit.

Business

Response:

Hello,

Review: I purchased a sectional sofa on 5/29/2011 in [redacted]. It is made of Ashley Furniture's Dura-Blend material.

Two years after my purchase the head rests developed some creases in them that a cracks down them. At this point I contacted the extended warranty company. They told me my furniture would not be covered. I left it be.

April this year 2015, the pealing became so bad that my wife and I wanted to look into a new sofa. I attempted to settle this with the extended warranty company. Again, I was told it would not be covered and this was a matter to be settled with Ashley Furniture since it is product quality related. I could not leave it be.

I went to an Ashley Furniture store where I live now in Florida and they said Ashley Furniture has been doing exchanges/refunds for their Dura-Blend leather. So I made contact with the warranty people.

In an email I was offered $200 in restitution if I kept my sofa and signed a release and agreement. Maybe any other person would accept this but I felt more insulted than anything. I feel that at the cost of $200 I would rather my complaint and pictures be on the Revdex.com site.

So, this is where I'm at.Desired Settlement: Ashley Furniture, I feel that you know this Dura-Blend material was a bad choice and that is why you have removed it from your floors. I am a customer who is stuck with this poor choice when I was expected Ashley Furniture quality.

I filled a whole home with furniture from you when I made this purchase. My parents and my in laws are why I made the purchase from you instead of anyone else. They've both had their furniture for MANY years and it was all purchased from your floors. As well as I am happy with all my other purchases, but this Dura-Blend leather is awful.

Please take this opportunity to make this situation right with me, as well as my family. They'll also be aware of your efforts to make this right.

If I am offered another slap in the face than I'd rather leave my feelings here with the Revdex.com. I want a real leather replacement sofa and love seat, or, a sectional.

I purchased a [redacted], 19, 40, 46, 57, 77.

If you offer me a credit I want the unit price as this is what I'd have to pay when I go replace this sofa right now.

That offer for $200 was ridiculous. This is our last chance to fix this issue. I will continue to write reviews on angies list, angry consumer,

That's all I have to say about it.to my consumer protection agency, the federal trade commission, and then this should probably be a class action lawsuit since many people have been stuck with your Dura-Blend leather so I'll write my Attorney General.

I will not shut up.

Business

Response:

Hello,Thank you for contacting AshleyFurniture Industries, Inc. We appreciate that you have notified us regarding Mr.[redacted] has contacted the Revdex.com. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner.Mr. [redacted] has submitted his information to Ashley FurnitureIndustries, Inc. Inclose review of the information he provided, it was found that the store is nolonger able to assist him with his claim. It had been noted that he purchasedin May 2011, therefore his manufacturer’s warranty technically expired in May2012. Ashley Furniture Industries, Inc. technically does not have any type ofobligation to assist beyond the manufacturer’s warranty period. However, as anexception to the manufacturer’s warranty, we offered him some compensation for hisinconvenience of the product. It is correct that we offered him $200.00 to keepthe 51801 sectional with a signed Release & Agreement. We have taken intoconsideration the length of time the product has been within the home as wellas the factory base price. Mr. [redacted] would receive the compensation in theform of a check.Hesent a reply email stating the offer was “unfair”. At which time I sent him anemail offing a final offer of $300.00. We are currently awaiting his reply. If you have additional questions orconcerns, please do not hesitate to call me. My telephone number is###-###-####, ext. [redacted].Sincerely,[redacted]Ashley Furniture Industries, Inc.[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Before moving across the country we sold much of our furniture. Seeing an Ashley sales circular last week, here in our new location, advertising "door buster" furniture prices on Black Friday. we visited their Leesburg (VA) store to see their couches.
One of the ad-featured couches appealed to us, and we bought it. The ad said that 25 of these had been reserved for every Ashley store, and that next day delivery was assured.
None of this was true.
Their systems went down, they took our money manually and promised to call us with a delivery date commitment. They didn't.
We then learned the following by initiating a series of telephone inquiries over the past several days:
The Ashley chain has none of these couches!
Delivery would have to wait until they ordered some from the manufacturer,
The manufacturer also had none of these couches waiting to be shipped. It was impossible to estimate fulfillment of our order.
We had paid a $139 delivery fee' their "standard" charge to deliver anything anywhere. We were told it would not waived for their failures: Go figure.
We asked for our money back. It's now 4 days later and they're still stalling, saying only their corporate office can okay a refund.
So we called our bank, and cancelled the $1600 payment we'd made;
And the bank has filed a fraud complaint with the FBI.
Stir clear of these guys. They're a sleazy sales operation. We should have looked at the Revdex.com customer reviews before deciding to visit an Ashley's store.
Learn from our experience and mistake. It's amazing they stay in business.

Review: Purchased a cleaning protection order on 1/3/14 on sofa. *No specifications or condition - understood could have year cleaning. On 1/12/15 called the [redacted] store to have a cleaning. Reference # [redacted]. Brook was very nice but had to check with her manager. Called Ashley's in [redacted] (###-###-####). Given # ###-###-####. [redacted] called back "can only come to clean if food-urine-feces. THIS IS NOT MENTIONED in purchase agreement-see attached copy. They refuse to come clean sofa and will not give a refund.Desired Settlement: Return $$ for cleaning total - and will clean elsewhere.

Business

Response:

Hello,

Review: It hasn't been a year yet that I purchased furniture from this company. I purchased it at the Ashley's in [redacted] and spent over 4 thousand dollars on two bed sets. After the first few months I noticed that the paint was pealing off of the furniture like it was cheap. I let a few more months go by thinking there was nothing that I could do but I remembered that the furniture came with a warranty. I called the store and told them what was going on and they gave me the number for the warranty company. I called the company and they said that's usually something that they don't cover but they will send a tech out to see what the problem is. They guy came out and spray painted the areas of the furniture where the paint was peeling off at. That was ok for about 2 weeks and the same thing is going on now. For the furniture to cost so much, it's dirt cheap! I can't understand why it cost so much and doesn't have a finishing coat on the top of it. The quality of the furniture is horrible and I would never buy from here again. I would have went across the street to [redacted] and brought the same kind of furniture but better quality and cheaper. This is ridiculous!Desired Settlement: I would like a phone call from the gm about a solution to this problem

Business

Response:

Hello,

Review: My Ashley credit account has 2 unauthorized charges within a month, and my order delivery is still not complete.

I've spent over $7,000 recently with Ashley Furniture. I put a sizeabale down payment and opened the Ashley account in Dec for the remainder. Since then, I have had 3 failed deliveries of my full order, 1/8, 1/1 and 1/24. To date, I have still not rececived my full order, the latest scheduled delivery, 2/17 was scheduled for 9:30am-12:30pm drop off. When I received the text confirmation a few days prior, they had the delivery scheduled to an address of mine from 10 years ago. I called customer service to tell them the address was incorrect. The CSR stated that they had rolled over to a new system and it had reverted to old addresses. She changed it in the system and sent a new text confirmation - that initially had the corrected address. The driver called today and said the delivery was set for the old address. I checked the text confirmation and it has reverted back to the old address again. The driver asked me to text the correct address to him, so I did at 11:44am, I called to follow up that he received the address and got no answer. He called back at 1:03pm and said he will now be here between 5pm and 9pm. So, again, I am waiting all day for a delivery, that is supposed to complete my order.

Additionally, I have 2 unauthorized charges to my Ashley credit account which I have already disputed by email and fax. I told them to close the account since there is clearly fraudulent activity in their database.

Transaction Date: 01/27/15

Invoice Number: N/A

Post Date: 01/28/15

Transaction Amount: 386.09

Authorization Number: [redacted]

Reference Number: [redacted]

Description: PURCHASE

Merchant Category Group: N/A

Merchant Category Description: N/A

Your reference number is [redacted].

Transaction Date: 02/03/15

Invoice Number: N/A

Post Date: 02/03/15

Transaction Amount: 171.59

Authorization Number: [redacted]

Reference Number: [redacted]

Description: PURCHASE

Merchant Category Group: N/A

Merchant Category Description: N/A

Your reference number is [redacted].

I have spent countless hours with customer service teams to try to resolve all of these issues, missed work days and I STILL do not have resolution for any of this.

I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account.

I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.Desired Settlement: I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account.

I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.

Business

Response:

Hello,