Ashley Furniture Industries, Inc.

My fiance and I went to buy furniture for out new house. We ended up buying a bedroom set and a mattress, that we loved. The sales person told us the furniture would be delivered on Saturday July 5th. We bough the furniture on July 3rd. On July 5th the truck showed up with our bed frame and that's all. There was no MATTRESS, no dresser, and no night stands. The delivery personnel informed us that the rest of the order was left off their list until they had already left. So they let me speak to someone in customer service. The customer service agent said there was nothing they could do, and that they couldn't get another truck out till Wednesday the 9th. So left with no alternatives, I said ok. Then on Monday the 7th, Ashley contacted me to let me know that now they don't even have the mattress, and will not be able to deliver till Saturday the 12th. We'll see if this happens. I should have read some reviews of this place before I shopped. I will never do business with this poor company again. STAY AWAY FROM ASHLEY FURNITURE!

On 11/09/13 we purchased a set of furniture for our "bonus" room. Ashley Furniture wanted to deliver in the 12/07/13. Weagreed on delivery for 12/14/13. On or about 12/04/13 we received notification that the furniture would NOT be delivered until 12/21/13. On or about 12/18 or 18/13 we received notification that the furniture would be delivered minus one section. The furniture was delivered on the 21st minus the one section. Another section was damaged during delivery. I wanted the unit replaced. Ashley refused, stating that according to their "terms and conditions" they reserved the right to repair the unit. The final unit was delivered on 12/28/13. A date was scheduled for the "repair and when the technician arrived he repaire PART of the unit. We are STILL waiting for the part he ordered so tha the unit can be completely repaired. We have received notice on 01/28/14 via voice message that the piece had been back-ordered. A new date has NOT yet been scheduled. Here it is 01/31/14 and we do NOT yet have a completed order AND once that is accomplished we will have a "REPAIRED" piece of furniture for which we paid full price. I have only been advised what CANNOT be done by Customer NON_SERVICE. Only ONCE were we able to feel like someone really wanted to help us. This includes TWO PROMISES from the store MANAGER to "stay on top" of the situation, including one today 01/31/14 to which we have NOT received a return phone call as PROMISED. My FAMILY will NEVER purchase or enter NOR recommend Ashley Furniture or their stores. Their custome NO-SERVICE makes the airlines look like angles.

Review: June 20, 2015

Re: Ashley Furniture Store Experience – Unhappy Customer – Lied To On Delivery Date

On 06/13/2015, I visited the Ashley Furniture Store in [redacted] NC (11416 E. Independence Blvd.). I selected the Jessa Place 3-Piece Sectional and the salesperson, Michael R[redacted], informed me that my delivery date was set for 06/21/2015. Now keep in mind that I have current furniture in my home. So on my agenda was to find a place that would pick up my old furniture (i.e.: Habitat For Humanity, Salvation Army, etc.). In doing this, you have to make an appointment with them in advance. The only appointment I could make with them was for pick up on 06/24/2015. I knew that this would be after 06/21/2015 and that my place would be cramped with furniture but I made accommodations for a male friend of mine to help me move my old furniture into another room at my house in order to make room for the new furniture that was to come in at.

On 06/18/2015, I received a telephone call from Faith stating that my sectional would be delivered on 06/21/2015 but that only 2 pieces would be delivered and that the 3rd piece would be delivered on 06/28/2015. I was extremely upset by this news and relayed my thoughts and feelings to Nancy at the [redacted] store. I expressed how this was poor customer services to deliver 2 out of the 3 pieces on 06/21 and the remaining piece on 06/28. Nancy then advised that the system showed the 3rd piece to be delivered on 06/27. Either way, I advised her that this was unacceptable and a huge inconvenience for me as I was preparing to go into surgery (I am a kidney donor for my Dad). After going back and forth with Nancy, we stated she was going to have my delivery fee refunded back to me. I told her that was fine and that I would search the outlet store on [redacted] on Friday, 06/19, and see if there was anything there that interest me. If so, I would cancel my order with them and then just go with the outlet since I could get furniture there on the spot and have it delivered right away. After going to the outlet store on 06/19, I did not see anything that I liked so I contacted the [redacted] store back and talked with Faith. I told her I was just going to roll with the Jessa Place 3 Piece Sectional that I got on 06/13 and to proceed with the 2 piece delivery on 06/21 and I’ll expect the 3rd piece to be delivered on 06/27. She said okay but I advised her that I had yet received a telephone call to schedule delivery. She said that it would come within 2-3 business days. I said “we are less than 2 days away from the scheduled delivery”. She said if I hadn’t heard from someone by Saturday (today), to call the store and inquire on the delivery. Well I am out of town today and while out of town, I noticed that I still had not received a telephone call regarding the delivery that was to take place tomorrow, 06/21. So I said, “let me call the store to find out what’s going one”. Mind you, I am OUT OF TOWN! So I planned my return home tomorrow solely on the bases that my furniture was to be delivered. When I called the delivery line to inquire, I was told by a person in client care that my delivery was pushed back to 06/28. I WENT OF! This is completely UNACCEPTABLE!!

Several years ago, I purchased a bedroom set from Ashley Furniture in [redacted] and did not have any problems with the delivery. My product was delivered when I was told it would be delivered. Furthermore, my parents, not even one month ago, ordered their bedroom set from Ashley Furniture in [redacted], and it was delivered when it was supposed to be delivered. So why is it that Ashley Furniture in [redacted] communicates to it’s customers that they will be delivering their product on ‘X’ date but then come to find out a few days in, that date provided was a joke and your furniture won’t be delivered until ‘X’. To me, this is deceiving to the customer. Ashley Furniture does not respect it’s customers nor the time of it’s customers. I used to live in the furniture capital of the country, [redacted]. This is not how a reputable furniture company runs it’s business. When you set that expectation to your customer of a delivery date to your customer, you stand behind that date and deliver! If Ashley Furniture knows that their delivery dates are full of [redacted], then looks like to me, they would just say to their customers, “your furniture will be delivered within ‘x-x weeks’. But don’t tell me a date the day I purchase furniture, then renege on that date several days later, provide me with another date. My trust in Ashley Furniture is at a zero and I will be sure to advise EVERY SINGLE PERSON I KNOW to not shop at Ashley Furniture. I work in the mortgage industry as a Processing Manager. So I encounter borrowers everyday who are purchasing homes and looking to buy new furniture. I will advise them to stay away from Ashely Furniture as they are unable to commit to their words. Funny thing is, I wonder how Ashley Furniture would treat me when my schedule due date on my payments comes due and I tell them “oops, by the way, can’t pay you on time”. I would have consequences to pay. I would be held accountable. Who will hold Ashely Furniture accountable for them not being able to keep their word? What consequences will they pay.

I go into surgery soon to give my Dad my kidney. My hopes were to have a comfortable sofa to enjoy during my recovery time. THANKS ASHLEY FURNITURE FOR SCREWING THAT UP FOR ME!!!!

Signed,

A COMPLETELY DISSATISFIED CUSTOMERDesired Settlement: Ashley Furniture needs to have my furniture delivered to me by 06/21 as this was the date that I was told when I purchased my furniture

Business

Response:

Hello,

Review: All of our issues with Ashley Furniture started in the [redacted] location. On June 21st my husband and I purchased a sectional for approximately $1800. While in the store we were told the sofa would be delivered on the 8th of July. We were told the day prior we would receive a call to confirm a time frame in which to except the deliver. So my husband took of off of work on the 8th, however on the 7th we received a call stating that the deliver was delayed and we would not get our couch until the 15th. I contact the [redacted] location to express my frustration, to only have it amplified by the fact no one will return my call. I left messages for [redacted] and [redacted] only to be ignored for an additional 2 days. When I finally got in touch with someone they told me we would receive a refund on the delivery fee. Fast forward to the 15nd, the night prior to the expected delivery, we receive another call stating that our furniture will not be delivered until the 5th of August. Again my husband took off of work for the expected delivery. When I contacted the [redacted] location I left multiple messages for the general manager whom after 5 message and 1 email, decided to grace my with his attention. The regional promised a refund of $300.00 and a guarantee that we would have the furniture delivered on the 5th. He stated that he could see our names on the inventory list for that day. I followed up the conversation I had with him by contacted Ashley Furniture customer service department to make sure that my concerns were notated and to verify where my delivery fee was truly going to be refunded. We had still not received that, from nearly a month prior. After speaking with a person who proclaimed themselves to be a supervisor, she claimed she could see where the delivery fee has been processed and where there was a notation to refund an additional $300.00. Sounds great right, not quite. The 5th came along and we were so excited to finally be getting our sectional. That was short lived, the delivery men arrived with only have 2 pieces of the sectional, the chase portion and the middle section. No warning that we would be receiving a partial delivery, what good is a partial sectional. When I contacted that supervisor again to cancel the order, she stated that we would without a doubt receive the rest of the couch on the 19th of August, 2 months after the initial purchase. So I am sure you can image how wonderful it was to receive yet another call last night on the 18th stating they only had the love seat portion. We finally through in the towel and wanted a full refund. Once you let the customer service members know there is no more negotiating and you want a refund, they will not return your calls. I spent all day from 11am to 230pm either on hold or waiting for a return call. I was only able to get my request handled for a full refund when I refused to hang up. In addition the supervisor I initially worked with would not talk to me. She was always unavailable and I was told repeatedly I would get a call back. Of course that never happened. So now my husband and I are waiting for a full refund which I was told takes 10-14 business days. However Ashley furniture reps must work off of a different business day calendar because we have not received any of the refunds we have been promised up to this point. If you are wondering why we took so long to cancel this order in the first place it is due to a combination of a few things. First we have 2 small children and going furniture shopping is quite the ordeal. Once we found one that we liked we figured we would wait out the time, secondly all the promises made us think the turmoil would be over soon. And lastly with the “promised” refunds we thought at least the sectional would by about half the cost. My husband took off 5 different times that should have been used for family time. In addition, we do not have living room furniture and we have 2 small children. We gave our other furniture to Goodwill. Now we are going to have to go furniture shopping with 2 children anyways and go through an additional waiting period. However as long as I never have to deal with Ashley’s again I will happily pay more. Never shop at Ashley Furniture again.Desired Settlement: The outcome that I would love to see is of course a 100% refund of the purchase price and additional from the stress and lost vacation time. Ashley Furniture robbed my family of 5 crucial vacation days. My husband deploys often and our time together in priceless, and Ashley Furniture robbed us of that time.

Business

Response:

Hello,

Hello my name is [redacted] and I am filing this complaint on behalf of my husband [redacted] as well. We had bought Furniture from Ashely Furniture about 2 months ago and this purchase was straight cash and we spent well close to $2,000 on these purchases. Service was fine as far as deliverly until we decided to go through Alshley Furniture's RAC Program. Sevice from the warehouse is the worst ever, first we waited for deliverly of our furniture for almost 1.5 months and when it was finally delivered the drivers notices parts was damaged, so they could not put bed together and we had to wait some more possibly another two weeks we wwere told. Warehouse coordinator then says our original frame wouldn't be in until end of September, which we weren't happy about. Manager from ware house was contacted because of our call to Ashley Furniture. So he was able to find us a frame that matched our bedroom set until ours comes in. I the get a call from the warehouse 9/4 that our furniture was in and would be delived that same Friday. Well furniture didn't come that Friday, so I just said maybe it's coming the end of the month (september). Just received a call today 9/6 that delivery driver is at my door and noone is there for delivery. I am arguing with the person from the warehouse of a conversation that they have documented that I was confirming delivery for this friday Sept. 6. I had to hear how I coudn't have it delivered again because they have a confirmed telephone call stating I would be there for delivery. When it all boils down to it, the warehouse had my number under another customers name. So they were actually at customers address calling me harrassing me of a so called confirmed phone call that took place. First of all I think my furniture was damed purposely to avoid having to be put together because of how late the delivery was and the drivers were exhausted. Their excuse was, sorry and that they don't see the furniture before it leaves the warehouse, it's packaged damaged. Customers that pay straight cash vs. customers that use stores RAC Program are treated very different as far as service/ serice calls etc. I've place many calls to the store and Ashley, which is the manager and Dwayne Assistant Manager of RAC located inside of store of how dissatisfied we were with service, which was never rectified by corporated, not even a phone call. They are really quick to make sure that the merchandise is on your credit report though even before service is even satisfied completely. So I had to pay on furniture that we wasn't even sleeping on because of crappy service. I will never puchase anything using RAC Program thru Ashley again. This has been the worst experience ever with no resolution and neither the company or warehouse has any remorse as of yet to make this situation right.

Review: We purchased 2 children's loft bedroom suites from ashley furniture on 5-24-2014 paying cash of $1,593.39,with a delivery date of 06/03/2014,on the day of delivery they notified me they only had one. They said the other was due the next day upon checking the one delivered I noticed the drawers were defective and coming loose with crumbling particle board. They didn't want to replace them and the customer service supervisor was very rude and nasty saying I got what I paid for. The drawer was finally replaced on 6-11-14 but still no second bed. It was really sad one of the boy's had a bed and the other 5 yrs old had to "s[redacted]p on the floor" I kept advising ashley of that but they didn't seem to care. I called back and forth to them every week with nothing but excuses and no bed. On 06-28-2014 in desperation I went to the store mgr @ [redacted] on [redacted] where he checked and finally got a due date of 7-2-2014 for the complete set. On that day we finally got a bed with the stairs, no bookshelf and a defective drawer set and I sent it back.Every week since I have called or they call with a new delivery date and we still "don't have the complete set". I am so sick and tired of them. And they just called again yesterday and moved the delivery date again. Don't know what to do at this point. You think we would be compensated really? They are have my money and my furniture isn't that a form of stealing? And their CALL CENTER is TERRIBLE. And they have a Charity for kids without beds well what about those who pay for them?Desired Settlement: I would like to have my furniture and a adjustment on the price.

Business

Response:

Hello,

Review: I don't have a problem with any one Ashley store, just their policy. I purchased a furniture set from Ashley Furniture in [redacted] in March of 2009. During that purchase, I paid for a [redacted] plan for $199.95. This protection plan certificate can be used later, only if no claims were made on the furniture during the 5 years. The certificate can be used for an in store credit for that amount. Shortly after purchasing my furniture, the store in [redacted] went out of business. I am trying to redeem this certificate for the $199.95 but Ashley Furniture will not honor it because it was bought at a different store and was under a different franchise. I being told that it all has to do with the franchises. Ashley Furniture claims that they are the #1 selling furniture stores in the nation. That may be, but they will not honor a certificate from a store that went out of business. I have contacted [redacted] and they tell me that they have no connection to the certificates that Ashley hands out. I have been in contact with the [redacted] Ashley store and no will call me back. I have called several times leaving message. Still no call backs. A different Ashley store told me to call AFI (Ashley Furniture Industries) to see what can be done. When I contacted AFI one by email, the other by phone, both consumer affaires employees told me "that it's my loss and they can't do anything about it. Since the store I purchased my furniture at was independently owned and operated the certificate is only valid at purchasing store." No Ashley Furniture store will honor the certificate because I bought furniture at a store that went out of business. All I want, is to be able to use the redeemable in store credit before it expires. I paid a lot of money for my furniture set and shouldn't be penalized for the business practices of the store and company.Desired Settlement: I would like to be able to use the in store redeemable credit for $199.95

Business

Response:

Hello,

Review: Incomplete delivery of Original purchase,

a different furniture was delivered instead of a dresser

This was a layaway Order # [redacted] ,

-fully paid by 11/11/2014

-Cr :LIRALUI6

-STORE: 006

-Store Address: [redacted]

-Phone [redacted] -Merchandise Value:$1,718.13

-Sales Rep RBA

-Terms:cash on delivery

Product Descriptions

-Model B697-31 Dresser/Porter Brown

-Model:B697-36 Bedroon Mirror

-Model:B697-92 Two Drawer Night stand

-Model:B697-74 Queen Storage Footboard

-Model:B697-77 Queen sleigh headboard

-Model:B697-98 Queen Sleigh Rails

a different piece of furniture was receive instead of B697-31 Dresser

Already went to store on 12/27/2014 to customer service talk with [redacted],and explain about this situation,

and receive a promised of a call with an status on when I can expect to receive the correct piece

I did not receive any call from the store, today I call again to store and leave me on hold.

I Really need to know who will attend this issue ?

and when can I expect to receive my furniture, has been more than a month since I made the PurchaseDesired Settlement: I need to receive the correct piece of furniture I paid for "Dresser"

Business

Response:

Hello,

Review: I ordered two king size beds from Ashley furniture home store on 12/9/2013 (address: [redacted]) and paid $2207.59 including tax and shipping.

When shopping on 12/9/2013, the sales man told me that it is the last day of Thanksgiving promotion. The price for the two beds is the lowest in the year, which she never saw before. They made two guarantees for me.

(1) The price is lowest in the year. Within 30 days after delivery, if the price drops, they will match it and refund the difference.

(2) The price in their store is lowest in the bay area. They can match price for any other sellers within 30 days after delivery.

These seem very good offer. So I purchased their beds on that day.

However, only after two weeks, when we shopped at the store again, we found that selling price for the two king size beds dropped $110. So we asked the store for the price guarantee and refund. But they REFUSED. They said they only refund ONLY before the delivery. It is ridiculous and totally different with what they promised before. We are very upset.

Even worse, when we go to shop at another furniture store, [redacted] (address: [redacted]), the price for the exactly same two king size beds is only $1600 including tax and shipping fee. The manager of [redacted] wrote the price down on the paper with signature on it, which can prove they can sell the same beds at $1600. So I think it is time for their guarantee (2) – match the lowest price for other sellers in bay area.

When I back to Ashley furniture on 1/6/2014 the second time, the manager [redacted] makes a copy of the price paper from [redacted]. He told me they DO have 30 days price guarantee after delivery date (mine is 12/18/2013. So the store LIED to me at the first time). As with the match for price for other store, he said he will call me back on Thursday (1/9/2014). But, no call from [redacted] or any person in Ashley furniture until now. It seems that nobody takes care of me after I made the payment. Their guarantee and customer service is a joke! They lied to customers to make purchase.

Business

Response:

Hello,

Review: Salesperson sold me 2 full beds with twin trundle under the beds,for a Christmas gift to my little twin grandchildren. when I went to pick them up at distribution center the gentleman told me there is no such thing as a full bed with trundle, since the beds were already there we decided to get them and do drawers under bed now in place of trundle since kids beds they were using had already been dispersed of. They had to order our drawers and I was given a small credit back for the diffference I had paid for the trundle since the drawers are less. After taking the merchandise home we took the beds out of box to put them together and noticed the white headboard for little girl had a big crack in the wood attached to it therefore keeping us from being able to attach bed rails and set the bed up. After opening the box for the little boy's bed we saw a big crack in the black footboard. I called the store and they told me I would have to call the customer service in Tennessee, for which I did. After 30 minutes on phone with these people they were of no help at all. They told me I would have to return all 12 boxes of merchandise to replace a headboard and footboard only. I told them it took us 2 hauls on a truck and if I return all pieces I will want a refund for the whole thing and I will go elsewhere to purchase 2 beds. I offered to take the headboard and footboard back to distribution center and swap those out with pieces that are not broken I have gotten the run around now for 2 days and still don't have any idea what I am supposed to do, They will not call me back and every time I call the sales rep, the store, or corporate office they say someone will call me and it has not happened yet. I am in dire need of something to be done, my grandkids are having to sleep on a mattress on the floor right now and I am out $1485.00 since the 2 beds cannot be assembled. Help please immediately. This was a Christmas gift to my grandchildren and this is the worst nightmare ever. I want my grandkids to have their bed to sleep in for Christmas not on the floor !!!!!!!!!!Desired Settlement: I want a replacement for the broken pieces delivered to us and they can refund me some money for all the hassles we have been through !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! This place is a joke !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

Hello,

Review: On 9/01/14, I purchased a queen bedroom set from the Ashley Furniture Homestore in [redacted]. After the bedroom set was delivered, my wife dusted the dresser, and found a black greasy spot on the front. She wiped the black grease off, and found a crack underneath. We returned to the store, and showed them a picture of the crack. They immediately ordered a new one. After the new dresser was delivered, my wife dusted it, and found a cracked leg and a deformed edge on one of the drawers. On 10/13/14, we returned to the store, and asked them to pick up the bedroom set and give us a full refund. [redacted], asked for another chance, stating that he, and [redacted], would personally go to the Distribution Center, to inspect the new dresser before it was delivered to us. We finally agreed. On 10/28/14, upon delivery of the third dresser, my wife asked them to set the dresser down on the driveway in the sun, so that she could dust and inspect it there. Upon inspection, we found a crack/flaw in the finish on the side, a deformed edge on one of the drawers, and a chip/gouge in the finish on the top of the dresser. My wife instructed the deliverymen to call the Distribution Center and inform them that the third dresser was also damaged and we would not accept it, which they did. They said the Distribution Center would call us that day. No one ever called. Today, 11/05/14, we went back to the store and asked to have the bedroom set picked up and for a full refund. [redacted], was cold, rude, snappish, and unprofessional towards us, and never apologized for the third mishap. She called the Distribution Center, stated they would pick up the bedroom set tomorrow, and gave us a full refund with receipt. We then went to Costco, and then went home. When we arrived home, [redacted] left a message on our answering machine stating that the Distribution Center had been trying to call us, we didn't answer, so she canceled the refund.

Product_Or_Service: Queen Bedroom Set

Order_Number: Invoice [redacted]Desired Settlement: DesiredSettlementID: Refund

The Distribution Center called, and could not pick up the bedroom set tomorrow, so we made an appointment to pick it up the next day 11/07/14 at noon. I demand a full refund of the entire bedroom set be restored to my credit card immediately, as I have a receipt dated today for the refunded amount. [redacted] should not have threatened us and canceled the refund because we didn't immediately answer the phone. I called them back right when we got home.

Business

Response:

Hello,

Review: I have been dealing with this cooperate office since July 1st they wont fix or replace mt furniture they keep transferring me around

I have dealt with the consumer relations office there in Arcadia and the regional office in New Mexico office and the Lubbock office to get my furniture issues fixed hear in [redacted] I have spoke to [redacted] and so on they well not replace box springs my couches my dinning room table or Bedroom dresser Mirror That is damaged I well seek out legal action if its not dealt with I have been dealing with the issues since July 1st and I have all the voice mails and emails from everyoneDesired Settlement: Refund for every and or replacment

Business

Response:

Hello,

Review: All furniture was damaged. I had to carry the couch upstairs myself because the delivery guys didnt want to.Desired Settlement: I want to be compensated monitarily.

Business

Response:

Hello,

Review: I purchased an Ashley Furniture durablend coach, loveseat and chair from American Furniture Galleries on 8/11/11. I was told that it was durable and good quality. My recliner started to peel and flake off in 1/13. I called the store and they say that I need to deal with Ashley. I called Ashley and they say I need to deal with the store. I have a couch that is now peeling and flaking and is rarely used. My furniture is not in the sun and gently used yet it is peeling and flaking after only a couple of years. I paid $1600.00 and do not expect it to last 10 years but did not expect it to last only 2 years. I feel that this is deceptive to sell such an inferior product that will fall apart after a couple of years and call it durablend. This durablend is very poor quality and should not even be sold as far as I am concerned. I was a fan of Ashley with purchases I made in the past but after this I will never buy their brand again. I feel that I should be reimbursed some money so that I can go out and buy a new set. I am actually embarrassed to have company over because of this flaking furniture. How would [redacted] feel if he purchased this set and this happened? There should be some warranty longer that 1 year that covers defects like this.Desired Settlement: I believe I should be reimbursed for my purchase. I have my original receipt as well. I want to buy new furniture...non durablend! I never expected in a million years that after a few years I would be dealing with this. Maybe after 5 years but after a couple? This is unacceptable.

Business

Response:

Hello,

Review: Not honoring the sale price after the sale was final.

On Sunday, August 24, my wife and I found a bar stool that we liked. The sales associate looked up the price of the stool with the help of two other associates and we were quoted $99.99. Then the sales associate informed us that next weekend they were having a Labor Day sale and we could get 25% off.

On Friday, August 29, I called the sales associate that I had been working with and told him that I was on my way to purchase four bar stools. He told me that he would have the paperwork ready and to stop by. When I arrived at the store, I once again looked at the stool and spoke to the same associate and he once again verified the $99.99 price and then deducted the 25% on the bill of sale. I paid for the stools in full at the store and they told me that it could be up to four weeks for delivery to their warehouse and then I would need to pick them up from the warehouse.

On Saturday, September 8, I received a call from the warehouse that the stools were in and I could pick them up, so I picked them up the same day. Once I got them home and opened the box, I noticed that they were the wrong stools. I contacted the store and reported the problem to [redacted], at that time they told me that they ordered the wrong stools and they would correct the problem and get the right stools ordered.

Within an hour of that conversation, I received a call from the store and [redacted] told me that they had made a mistake on the price that they had sold me the stools for and it was going to cost me an additional $70 per stool to get the stools that I selected. I told her that was unacceptable and I was going to hold them to their original price that they had quoted me when I purchased the stools. She told me that she could not approve that price and would have to speak to a supervisor. Later that day I received a voice mail from a supervisor, [redacted], saying that I would need to pay the additional money or get a refund.

Today, Monday, September 8, I returned the bar stools to the corporate office and spoke directly to the district supervisor, [redacted], hoping that he would understand my frustration and he did not. Mr. [redacted] said that it was his decision and there was no one else that I could speak with about his decision to not honor the sale price that multiple Ashley staff members had quoted me when I purchased the stools.Desired Settlement: I want the original bar stools that I selected for the price that I agreed to and purchased them for on Friday, August 29.

Store Location: [redacted]

Business

Response:

Hello,

Review: [redacted] I opened an account in 2006 with Ashley Furniture and paid it off 13 months later. To my misunderstanding, it was more of a line of credit instead of a payment plan so they report to the credit bureaus. I found this out in 2007 when the person I co-signed with used the account again. I thought once I paid it off it would "close the account", but it didn't. I had her ([redacted]) pay the account off and phoned this company to officially "close the account" and they confirmed they did, but they kept reporting to the credit bureaus. I have phoned them multiple times and written them a letter stating to stop reporting this closed account to the credit bureaus and they have failed to comply. This 7 year problem will not stop so I'm asking for your assistance. No one other company that I've ever done business with has continued to report a "closed" account to the credit bureaus and they shouldn't be. It's affecting my credit and it needs to stop immediately.Desired Settlement: For this company to stop reporting my closed account to the credit bureaus before legal action is taken for fraud.

Consumer

Response:

The address of the store the furniture was purchased from is:

Thank you,

Business

Response:

Hello,

Review: I purchased a dining set from The Ashley Furniture store in [redacted] I was promised a delivery date of 7/26/14. We were contacted by phone the day before and told that delivery would take place between 3pm and 7 pm the following day and the driver would call when he was a half hour away.. At around 8pm of the promised delivery date we received a call telling us that the driver was running late and delivery would be delivered by 9 pm. At 10:02 we received a call telling us he broke down and would deliver the next day between 9am and 11 am and the driver would call when he was a half hour away. I let them know that we had many things to take care the following day and that delivery had to take place between those hours. We waited until 2:30 pm at which time we had to leave. When we returned there was amessage from the driver at 2:45pm stating he had knocked on the door and no one answered. None of my neighbors , who were all outside, saw any delivery truck at our house. We finally received a call at 5:12 pm telling us the driver was a half hour away. The furniture was finally delivered at 5:30PM. I wasted two entire days and had to reschedule many activities. Our time is just as valuable as theirs.Desired Settlement: Refund delivery charges.

Business

Response:

Hello,

Review: On 1/18/15, I went to Ashley Furniture Store, [redacted] and purchased a Dresser & Mirror priced at $799.98 and a Media Chest at $469.99. The delivery charge was $99.99 and the protection plan was $169.99. The total was $1,647.75. The sales associate was Lee. The estimated delivery was late Jan and the form states they give you a best estimate but it may take "several weeks".Approx. 2/4/15, the furniture was delivered after many calls. They did not give any notice prior to delivery despite their promise to give a 3-hr delivery window. They just showed up. When they did, the drivers were rude. They brought in the furniture and while installing the mirror on the dresser, I noticed he placed the wood and screws/assembly items on top of the dresser (which is wood). I brought him a towel and said he could use it so that he didn't scratch the surface. He responded by saying "I do this all the time, I don't need it." He threw the towel on my bed. After he finished, I inspected the furniture and it had a very visible scratch on the top near the mirror. I informed the delivery drivers immediately, before they left. He stated I needed to call my salesperson the next day and that they would put in a claim to come out and "repair" it. This sounded strange. However, I called the store and reported it that night. I spoke first to a "[redacted]". She directed me to a Delivery company/section out of Mississippi. They stated that it was not policy to do what the drivers did and she would have [redacted] call me. [redacted] called me back. He stated he would have someone replace the furniture on Thursday, 2/11/15. He apologized. I told him to ensure that the same drivers did not come out. Thursday, 2/11/15 came and went, and nothing happened. Not only did they not call me, but I had to call them. When I did call

Product_Or_Service: ASHLEY Dresser/Camdyn/Dark Brown Dresser Mirror

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like my replacement furniture; Refund of the Delivery Amount that I have to pay ($99) and a discount on the total amount of my purchase. I would also like an apology for the problems that I've encountered. I have purchased Living Room and now bedroom furniture items in less than 1 year with them and I spend a lot of money with this store. This is not how customers should be treated.

Business

Response:

Hello,

Review: Ordered Couch and love seat 10/15/12 bought it with additional warranty for 5 years, picked up from warehouse 11/23/12. The leather ripped and started pealing apart after not even 2 years yet. I tried covering it under warranty and they told me whatever happened is not under warranty, Even tho it tore from normal sitting. Leather does not rip or tear from normal use in under 2 years. Spoke to [redacted] of the store and he had someone call me and told me they will send me the replacement parts for free but will have to pay to get the parts replaced. whats the point of the extended warranty??

TWG MFS Premium Combo 5-Yr Plan Version A

They call it a Premium Combo plan, whats so premium and Combo about iteDesired Settlement: I would either like a exchange for other couch and love seat for same price or less., or repair

Business

Response:

Hello,

I will AVOID ASHLEYS FOREVER! Horrible customer service. We purchased a bedroom set, which came with wrong slats. During the weeks, when we couldn't use the bed (and the room since mattress and box spring were taking up the rest of the room), we called 20+ times, talking to their store manager and sales leads Marcus, Ronny and Justin who kept promising they'll callback - in an hour, tomorrow morning, by end of day - to resolve the issue, but never called back. We finally gave up on the store people and called customer support, and again explained the exact problem, they sent a tech over - without the slats! We finally bought the slats and center support from Sleep Train, who were really good. Wish I had just returned the bedroom set.