Ashley Furniture Industries, Inc.

Review: We purchased a love seat and a sofa from Ashley Furniture with the protection plan. We have previously filed a complaint, which took filing through Revdex.com to get resolved. Since then our sofa has broken, two of the vertical beams in the back of the sofa have separated from the horizontal beam across the top of the sofa. I've left several voicemails for the services parts department as well as the customer service department, with no response. I do not believe waiting over two weeks is irrational for a response. The beams have now broken through the fabric of the sofa. I have call logs on my cell phone as well as pictures to substantiate my complaint. I would like the sofa replaced at this point as their unacceptable response time has lead me to believe repairs would take several months as it's been more than half of a month with no return call....Desired Settlement: Replacement sofa. I have pictures and cellphone call logs to substantiate my calls and lack of return calls from Ashley Furniture.

Consumer

Response:

On Mon, Aug 12, 2013 at 9:57 AM, [redacted] wrote:

I wanted to give you an update. Ms. [redacted] from Ashley called me this morning and has been very helpful in getting this resolved. I'd like to cancel the complaint due to Ms. [redacted]'s excellent attitude & Assistance.

Review: We purchased a power recliner on 4/28/2012 from this business. It had defective stuffing, and the company sent a repairman two times to re-stuff it, then when the problem continued, they replaced the chair in March of 2013. In one month we noticed the problem again. The stuffing sinks and the seat becomes lower until almost touching the springs. When we complained with Al, the manager, after some discussion, he did finally agree to refund the purchase Price, $587.85, minus a "re-stocking fee" of $58. His warehouse people picked up the recliner yesterday. We were not home but our daughter-in-law was there and let them in. She was pre-occupied with her three children in preparation for an appointment, and left the men take care of removing the chair. She left immediately, and no one saw the problem until my son arrived home from work in the evening. There are grease marks on our carpet, tracing a direct path from the front door to where the recliner was and back to the door. When I made Al aware of the problem today and asked what he planned to do with the situation, his answer was: "I don't plan to do anything. No one actually saw my men causing this problem, and I will not hold my business accountable." I told him that was very non-acceptable. I told him if that was so, the conversation was over and that I would sue him. In considering all my options, I decided it very appropriate to lodge this complaint against his service (in this case lack of service) with the Revdex.com. I also contacted Ashley Furniture Industries in Arcadia Wisconsin and spoke to Andrew in the Customer Affairs Dept. Since all Ashley stores are independently owned & operated, he said all he could do was to forward my complaint the the Business to Business Contacts for the Ashley store in [redacted]. I await the results of this action before deciding to proceed further with my complaint. Thank you for your attention to this matter.Desired Settlement: 1. Receive my refund check of $529.86 for the return of the recliner

2. Restore my carpet to its appearance prior to the removal of the recliner, or replace the carpeting

Business

Response:

Hello,

Review: I bought bonded leather furniture from Ashely Furniture and it started to flake creating a paint like residue that affected our skin.Desired Settlement: I want a refund from Ashley for the furniture I bought and was damaged.

Business

Response:

Hello,Thank

you for contacting Ashley Furniture Industries, Inc. We appreciate that you

have notified us regarding Mr. [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. For further review, we request

that Mr. [redacted] either 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 (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: [redacted]Sincerely,

Review: Bought an Ashley sofa and chair from retailer and paid over $1200 for iterms. Just four years later the material is peeling badly all over couch and chair and getting all over floor and on clothes. Defective material was used. Contacted Ashley Furniture about this and was told to contact retailer to see if covered under warranty.Desired Settlement: Ashely Furniture should admit that defective material was used and replace couch and sofa. This is not the retailers fault.

Business

Response:

Hello,

Review: The company has been contacted five times in the past several months regarding a name on the label of advertisements. The company indicated within the customer service communications that the identifying name on the ads would be changed. Company has continued to send ads via mail with the exact information in spite of multiple requests to local and national locales to discontinue.Desired Settlement: Given the nature and cordiality that I contacted the company with, Id like an acknowledgement of the several times that I made this request. Second, I'd like to know why the several employees made none of the requested changes, especially given the simple nature of the request. Written transcripts of the nature of this complaint, with reasons why no action was taken, would help the company with future mishaps.

Business

Response:

Hello,

Review: Problem is not what I would consider actually defective as it is sold. Also, note that I have had excellent assistance from the local Ashley store and they have resolved my individual issue, but the problem with the product goes deeper than an individual sell. The product is a king size bed, product ID B37682 and is a sleigh style bed. The problem with the product is that it is not suitable for the mattress warranty requirements of the 3 big "S" mattress manufacturers, so in essence, it's usages, as sold, violates what appears to be an industry standard mattress warranty. The product has only 3 wooden slats and no center legs. In my case, I have a new "[redacted]" mattress and it's warranty calls for the use of 5 slats and a center support leg when using wooden slats. I also called "[redacted]" and described this product to them and they told me that it's usage would indeed violate the terms of the mattress warranty.Desired Settlement: As far as the settlement, I would just like to know what the Ashley company will do regarding this issue as it is not an issue regarding an individual store, but rather a company/manufacturing issue. An email notice of the resolution to this problem from Ashley would be fine. There are some outcomes/actions that Ashley could take that I can suggest: 1) stop selling said product and all like products. 2) redesign the product/like products. 3) or leave as is and publish disclaimers that are provided to the consumer through product labeling or in store notifications signed by the consumer that notifies the consumer that the purchase of this and like products may violate the terms of the mattress manufacturer's warranty and in order to maintain the warranty, the consumer may need to purchase additional mattress supports to be used with the bed since it's usage has been determined not sufficient for some warranties. I hope that Ashley can understand that when a consumer purchases a particular product such as this, there is a common implied understanding that the product being sold will satisfy the requirements of it's usage. Hopefully the information that I have provided will be of use in addressing this concern.

Note: On the Revdex.com submission, on the page following this one, I selected that I have not contacted the business although I had spoken to the local store personnel. I selected this since Ashley states that the stores are independently owned and operated. Also note that I did not submit this info through the "Contact Us" option on the Ashley web site since through my experiences in dealing with companies such complaints are not reviewed by the company, but rather routed directly to the local store where the purchase was made and in this situation, if that were the case, it would not rectify this particular problem.

Business

Response:

Hello,

Review: We had purchased a living room set and tables for Ashley Furniture in [redacted]. We were told when we purchased the items that it would take a couple of weeks to receive the items. I have spoken several times to the delivery department, each time they have 1 of the items that we ordered and not all of them. It is going on 6 weeks now with no end in site. We would have appreciated more communication regarding this back order of items. It would have allowed us to purchase the items somewhere else. We paid for these items in full at the time of the purchase on August 2nd 2014.Desired Settlement: For all the waiting that we have done. We would appreciate our items to be delivered on September 10th as per previously scheduled. All of the items!!! If it not going to happen we would appreciate a percentage off of our purchases.

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 deliveries to consumers are scheduled through the retailer, therefore we do

not have access to each of the stores individual delivery records.

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

1-866-268-6959.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

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 deliveries to

consumers are scheduled through the retailer, therefore we do not have access

to each of the stores individual delivery records.

As explained in our

orginial response to Ms. [redacted], her concerns were forwarded to the corporate

office for the [redacted] store. They have made Ashley Furniture Industries,

Inc. aware that they were experiencing delays with some of Ms. [redacted]’s order.

They have scheduled her delivery for September 27th.

If you have

additional questions or concerns, we highly suggest that Ms. [redacted] contact the

[redacted] HomeStore Customer Care department at ###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Response:

As of September 27th 2014 we incurred further complications with our furniture. Our love seat and tables were to be derived on that day, when I called to find out what time it would be delivered I was told it was scheduled for September 27, 2019. Really?????? Tammy whom I spoke to said that we would reschedule another day for delivery. I informed her that we were having further problems with the other furniture we received. the glider chair would not stay reclined and the foot and leg rest was difficult to restore to a seated position. The couch was making a loud cracking sound when you sat on it, and the coffee table has water damage on it. They already new about that and were to replace them. She said they never reordered the tables. At that point I requested to have all the furniture replaced with new ones and that it should be delivered all at the same time, not one at a time like it has been happening. We still do not have our love seat!

Review: Purchased table and Chairs on september 29, 2008 along with Elite Hard Surface Warranty in [redacted]. Items delivered on October 10, 2008.

On July 8th, 2013 contacted local retailer re: warranty service as there was a

water stain on table. Local retailer directed me to call Service Department at ###-###-####. On July 11, 2013, contacted Service Department, and the person said that given I was calling from [redacted], they are unable to provide warranty service for Elite Hard Surface warranties. I requested another contact number to discuss further and possibly file a complaint and person was unable to provide as she said there is no further information to provide.Desired Settlement: Would like the table repaired as per the warranty purchased (5 year warranty plan).

Business

Response:

Hello,

Review: I purchased 4 stools (D314-124) with serial number [redacted] on April 14, 2014 from [redacted]'s [redacted] in [redacted]. These stools were delivered to my home on 5/1/2014 at 8:45 pm. When I opened them, all 4 stools were defective and damaged. Two of the stools had deep scratches in the wood surface and 3 out of the 4 were made defectively, which did not allow them to be level on a flat surface. At that time, I took pictures of the stools and video footage to show the level of defect. I tried to call the furniture store to tell them about the product I received but no one answered because the store was closed. I called the next morning, 5/2/2014 and spoke with the sales representative, [redacted], who instructed me to send her the photos to be shown to the Ashley Furniture representative who would then be responsible for replacing the merchandise because the store has a "no returns, no refund policy." [redacted] assured me that she had filed the complaint with the Ashley Furniture representative and was waiting to hear back from him to show him the photos of the defective stools. I filed a complaint online with Ashley Furniture on 5/2/2014 in the evening, which according to an Ashley Furniture consumer affairs representative on June 1, 2014 was not recorded in their system. The consumer affairs representative took my information and assured me that the designated Ashley Furniture representative of [redacted]'s would handle the matter. I visited [redacted]'s on July 15, 2014 and asked [redacted] what the status of the stools were and she said that she still had not received an answer. I called Ashley Furniture consumer affairs department again on august 5, 2014 at 12:50 pm and spoke to Ms. [redacted] to report my defective purchase and that I was still waiting for the replacement of my stools but preferably wanted a refund. She said she would investigate why the matter was taking so long. Today, 8/29/2014, the "replacement" for my stools came. The replacement didn't include new chairs or replacements of all the defective pieces for the 4 stools but only the back part for two of the defective stools. It did not include the wood replacement for the chairs, which was severely scratched originally , nor the front part of all the chairs, which were also damaged. I have waited almost 5 months, in total, for these defective stools to be replaced and that has still not been done. I paid $75/each for brand new stools, but instead got defective used ones. I don't want replacement stools anymore. I want a complete refund of my money to go shop for "new" furniture at a place that can and will do a better job with providing non-defective product.Desired Settlement: I would like a complete refund. I don't want the same make or model of those stools whether new or completely replaced.

Business

Response:

Hello,

Review: I purchased a king size bed,mattress& boxspring,and upon delivery the wood bed, my wall& antique vanity were all damaged & this was not disclosed to me. I did notice that one of 4 posts had been damaged at the time, however the other damage was not noticed untill the delivery guys were gone. This was purposefully not disclosed to me. Over the course of the next 6 months Ashley furniture was at my house 5 more times to acess,repair the vanity & replace the damaged post in which was ordered for the wrong side of the bed the first time, but not realized untill my bed was in pieces. Ultimately I was told that I would receive a bill credit for my trouble &this did not happen instead I recieved a Ashley store gift card.Desired Settlement: I have never had so much trouble with a purchase/delivery. This was a $5,000.00 purchase. It was a nightmare. I was given the run around for months &months& still not compensated. I would like a bill credit as I was told I would receive.

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 Charleston 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 Charleston HomeStore Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

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,

Review: chair has been broke for months, no one from store returns calls if they ever answer contracted service company fails to show up and says it not their

chair was un level since the day it was delivered, called store for guidance on what process needed to be followed to get repaired.

The person answered someone would call me back...never happened Called back scheduled an appointment, took off work...no show, Called back and now a new service company called back and for the second appointment and said they could not do it and it was not their problem. I have tried to call the store back (today twice) and no one answers after 20-25 rings. This chair is warped, one of the springs has fallen out. piece of junkDesired Settlement: the company needs to look into their customer service or lack of and vendors that they do business with. Come pick this piece up, bring one that works or refund

Business

Response:

Hello,

Review: On May 26 2014 I ordered a bedroom set and mattress from Ashley Funiture. It was set up for a delivery day of July 3. When the bed was delivered the slats to hold up the mattress were left out of the delivery. The delivery man said that he would put in an ER ticket to have those slats brought out to me Saturday July 5 or Tuesday July 8. However no one got in touch with me on July 5th nor had they gotten in touch with me by noon on the following Tuesday so I started calling the company to see what is going on. Every service rep I have talked to promises the manager will call back and that they will call back themselves. [redacted] nor [redacted] have called me back from Ashley and the workers always say that they are in meetings or that they are on lunch as if a customer calling is not even important. [redacted] whom Is the office manager at the [redacted] location promised me that she would call me back yesterday and she did not. So my mattress is leaning against the wall and no manager is taking any action. The only thing that I have been told is that slats will be delivered to me by UPS or FedEx in 7 to 14 business days. Then I will have to call to have someone from Ashley Furniture set it up because if I set it up that voids my warranty. The parts cannot be expedited according to ashley furniture meaning that my mattress will lean against a wall in my brand new apartment for approximately a month. And this is totally fine with Ashley Furniture as long as they are getting their money. The way that they carry on with business does not support their mission statement at all. They should take God's name out of the mission statement because mistreating the customer and not being apologetic nor trying to fix it does not support God at all. This is a shame that I have spent nearly 3, 000 with this company and they cannot make good on their obligation to me. There is no reason to not have slats for a bed when I ordered it on May 26 and did not receive it until July 3.Desired Settlement: I would like for my bed to be put up asap!!! And some concession needs to be made for the lack of service I have received concerning this. No one should have to go through this to receive something they have spent their hard earned money on.

Business

Response:

Hello,

Review: I purchased a living room set for my mother and father on 9/12/2011. Since the delivery of the furniture, We have had to have the chair & sofa repaired several times. Till this day the repairs have not been done properly.

The living room set is made very poorly and should not even be sold in their stores. I feel that this set, excluding the tables and lamps is completely defective and should be replaced or refunded. I purchased a 3 year warranty and

have had to have the chair repaired 12 times. It is falling apart again, and they basically told my ** & ** year old Mother and Father that they are out of luck. I really think that they should do something about this, but when they called the

customer service people were really rude.Desired Settlement: I would like some kind of a refund, as I need to purchase a new living room set for my elderly parents, this should have not happened.

Business

Response:

Hello,

Review: I bought furniture from Ashley furniture on 12/28/2013. I have had it replaced four time and a technician has came out once already and is going to have return again due to drawers in dresser are messed up again. They are supposed to also credit my account 100.00 dollars but I don not thank it is sufficient for my time. I had spoke a customer service representative name [redacted] who was very rude as well on the day they were supposed to order me a dresser. I was mad but still her job is calm the customer and handle the issue not be a smart butt to customer. Saying things like I am not talking to you that was so don't talk to me that way. I know I raised my voice but still. After I spoke with her I spoke with her manager who did handle my issues to a certain point besides the fact that technician was sent without everything to resolve my issue. In the future I will no longer be shopping at Ashley furniture due to issues involved in this purchase.Desired Settlement: I would like for the management staff of the store to know how there customers are treated.

Consumer

Response:

address for store is [redacted] phone number is ###-###-####

Business

Response:

Hello,

Review: I ordered a living room set and a desk. The two were split into two separate orders and two seperate deliveries. Ashley claims that the desk was delivered although it never was. I spoke with [redacted] who affirmed that it had been delivered. It never was. They have refused to follow up regarding the purchase or the alleged delivery. The entire experience has been dreadful. In addition to no desk, they called to inquire about payment for the product I have never received.Desired Settlement: I would like a formal apology in addition to the desk I ordered. After which point payment will be rendered.

Consumer

Response:

The store number is [redacted], the address is [redacted]. The price of the desk is $459.99 for cash price, though I selected financing which were I not to pay it off early would amount to $1,007.79. I have told them without the order being filled and the desk in my office, I would not make any payment. The Revdex.com link I followed was posted at the bottom of their website.

Business

Response:

Hello,

Review: I originally filed complaint [redacted] with a branch in **. The issue was "assumed resolved", and it was not. The issue still persists. The company keeps calling me, but my schedule mirrors their customer service hours. I am unable to get in contact with them I purchased a couch from the Ashley Home Goods store in [redacted], less than one year ago. The rarely used couch is anything but satisfactory in quality. The company is trying to send a technician out to repair the poor quality couch. This is not acceptable, as I do not want to have to keep doing this on a consistent basis.Desired Settlement: I would like to return the couch and get a full refund for this.

Business

Response:

Hello,

Review: We placed large orders November 21st and 27th. Today is December 8. The online form said one would be here December 4th and the other - yesterday, December 7th. My husband TOOK OFF WORK to receive the furniture - which we paid dearly for to have delivered.

Nothing. Notta.

REALLY!?!?!?!

#[redacted]

#[redacted]

No one has called to say why they haven't been delivered - or when we can expect them - though I would believe them if they did. What is UP with people taking your money and then not delivering the products??? We would have gone to a store to purchase them if we had known they would NOT EVER BE DELIVERED with no follow through from the company, which we have contacted several times. No more Ashley Furniture for us!!!Desired Settlement: Seriously... this is the worst customer service ever. We don't have time for this. Discount our order - and GET IT TO US!

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 the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer care department. I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, along with a request for them to investigate this matter further and contact Ms. [redacted] to discuss her options. If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Consumer

Response:

The matter has not been resolved. The form asked if we were satisfied that the complaint had been resolved or unsatisfied.

Currently on minute 15 of holding with Ashley Furniture (yet again). Not only did they mess up the delivery of my furniture (and then lied about it) - upon delivery they ripped my couch open with a box cutter. I was told if I accepted the item they would replace it within 7 days. That was 3 weeks ago. I am still awaiting delivery of a chair I ordered over a month ago and called to request status of the couch and was told that an exchange for the product had never been entered. What a wonder! The ONLY thing they have done right was delivering the right set of furniture (notice I did not say delivered in completion or delivered in good condition). If you are interested in witnessing a complete disaster - go ahead and shop Ashley!

I thought Ashley Furniture was a good company to deal with until the experience I had recently. We ordered and had delivered three heavy,full-wood desks. The guys delivering it were skilled, courteous and fast, out the door before we had time to check the three desks delivered.
We found an eight-inch area front to back on the corner of one desk that had the finish looking like a plastic cover was on it, leaving it white hazed and rough to the touch. We have a moving van arriving tomorrow and a very heavy hutch will need to go on top of the desk, one that my wife and I are quite incapable of moving ourselves. The sales person said he could switch out the desk with another one coming in so the hutch could go in place, but then a woman in the office rescinded his offer and refused to consider any "solution" to the problem. The only solution was to send out a person to fix the finish, but when I told her he would need another person to move the hutch she became very rude and unaccommodating.
With that experience I could not recommend Ashely Furniture to anyone. I certainly will never buy from them again as we complete out move to a new home.

I purchased a rocking recliner from their Fresno store the chair was not completely assembled the men who dropped it off started gluing it together after they left I noticed that the seams were not completed and were fraying when I rock it squeaks I was told they would repair it but I have demanded a NEW chair the tech said that they would get in touch in a day or two ...The tech said if I got a new chair they would repair this one and resell it as new to me that is deception and VERY SHADY business so I will continue this after I see the outcome.