Ashley Furniture Industries, Inc.

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.

Review: We purchased a sofa from a third party that is manufactured by Ashley Furniture. The sofa was purchased in 2011. Is is now two years later and the sofa is literally falling apart. We have contacted the manufacturer who says that we should have been provided information about the manufacture's warranty at the time of service (we were not - also the store it was purchased from is now out of business). Because the sofa is not outside the manufacturer's warranty (it was not outside of the warranty when we started noticing problems but we did not know about the warranty). The manufacturer offered us some material and then for us to pay to have it repaired -which is an insulting gesture. They obviously do not stand behind their workmanship, for a sofa to be two years old and falling apart. It has now become a health hazard for our children and animals. The leather is literally falling off the sofa in flakes and the springs are ripping up from underneath the material. I am sure you will ask, why are you now contacting us about this issue. My husband and I both work full time and we have [redacted]. Honestly it is hard to find time to do things like this, it is not an excuse, but it is why it has taken so much time. We appreciate your time.

Timeline:

Sofa purchased from [redacted], August 2011

Within three months we were contacting the store because the cushions were flat and they were replaced

The [redacted] went out of business

November 2012 is when we noticed some of the leather flaking off the backs of the seat cushions, it has progressively gotten worse and looks horrible and is a health hazard to our children and animals

October 2013 contacted the manufacturer, and also Montage Furniture Warranty - the warranty says the will not cover it and that is why we are asking the manufacturer to stand behind their productDesired Settlement: We would like some gesture of a refund, we are not going to pay anything to have this sofa repaired when it is just going to continue to fall apart. The only safe thing for our family is to purchase new furniture. We are not asking for a full refund, just something to acknowledge the poor workmanship and quality of this sofa that is in our home.

Business

Response:

Hello,

Review: Bought 11,000.00 worth of furniture at the Ashley Furniture store at [redacted] in [redacted]. Delivery was supposed to be today (Sunday) but we got a call that it was set for Saturday between 4-7 pm. We could not accept then because of a holiday program.

We spoke with customer service who stated we would have to pay $49.95 to change, but I informed her my sales Invoice stated Sunday. I was told they had to pull off truck but I would receive a phone call on Saturday to confirm the hour for Sunday.

On Sunday with no phone call I located the warehouse number from caller ID and called at 9:30 and was informed my delivery was between 4-7 pm.

It's now 9:20pm and no delivery, no call and absolutely no information on the Ashley Furniture website about any contact numbers. I guess after reading all the negative Revdex.com complaints I should have researched better.

Lucky for me I purchased this on my American Express Platinum card so I will simply call them in the morning and cancel the sale altogether since they never delivered the goods and despite their "all sales are final" clause if they don't deliver the goods they defaulted on the sale.

I want everyone to know never to shop Ashley Furniture with their nonexistent customer service and I hope asking the Revdex.com to intercede here will downgrade their A+ rating to an F.

The sales staff was excellent but once they got your money they could care less about you.Desired Settlement: Cancel the sale and refund the charges. We will shop at a more reputable store, especially at $11,000.00 for a bedroom set. I'm sure we can find a great store that will not simply ignore or not even deliver their goods.

Ashley Furniture will never EVER be considered or recommended again and we will make sure we communicate this to every single customer we come in contact with.

Business

Response:

Hello,

Review: 1/18/2014 picked up sectional couch from warehouse in [redacted]. Couches were put in the back of our F150 pickup by the warehouse staff and was still in the original packaging, un-opened. We were told we had 24 hours to inspect the furniture and if there was any problems to call customer service. Got it home and it was broken on the left section, back right corner. The frame was snapped and wood was piercing through the fabric on the back side. The fabric looks to also be stapled back onto its self, not covering the framing. I immediately called customer service who had me email pictures in of the couch. We were then told that the paper for receipt of the couch also stated that we had already inspected the couch.

2/2014 (first week or so) was told they would replace the couch, only after I made a trip to the store to get the stores assistance in dealing with customer service. (cust service denied the replacement request) We were told to go ahead and move the couch from our entry since the replacement wouldn't be here until mid-march.

2/7/2014 moved the couch upstairs to the room it will be located in.

3/8/2014 delivery drivers arrive to swap the furniture. The delivery drivers are unable to remove the couch from the room. They spoke with a delivery manager who was going to call another manager to find out what to do. That person never called back. Meanwhile I called customer service. While I was on the phone with customer service the deliverymen left, without telling us.

Had a less than stellar conversation with a customer service manager who told me the drivers told them that we damaged the couch moving it into the room and that Ashley Furniture would not be replacing the item.

Went directly to the store, where they said the whole thing was a mess and setup another delivery.

3/12/2014 Another delivery crew arrives, takes pictures of the couch and says it looks like we damaged it moving it in. Told them not to even joke about that, because thats what causes the ruckus last time their delivery men were here. The men make 1 attempt to move it from the room. They only picked it up on end, looked at the door and said no and put it back. They never offered me a waiver to sign that if they damaged the walls, etc during the move. I asked them to please try, they said no and put the couch back, taking more picture.

I called customer service who told me again they would not replace the couch that we damaged it moving it in.

On 3/8/14 I emailed (while in the store trying to resolve this) the Ashley Store in [redacted]). I sent over 13 photos of the couch that were taken when we received the couch on 1/18/2014 and reported it damaged to Ashley. Some of these damage photos show the tile flooring in our entry. Evidence that it was not damaged moving it upstairs. Ashley customer service would not leave the replacement couch for me to call a professional moving company to swap the couches for me.

It seems as if they second crew came out with the sole intent of only taking pictures of the couch. Our pictures show, without doubt, this couch was in packing, in my entry and damaged. I also have 3 people that will sign affidavits that the couch was in my entry, sitting in the packaging, partially opened with the damage visible.Desired Settlement: I have several options for settlement:

A) bring the replacement couch back and leave it in the entry. I will hire a professional moving company to swap the couches out. I'll either bring the damaged couch back to the warehouse or they can come pick it up.

OR

B) release us from the entire contract. I am already making payments on this couch that is damaged. I will hire a company to remove the couch and I'll bring it to the warehouse.

Of course, I would much rather prefer getting the couch we picked out, but if they are unwilling to leave the replacement couch so I don't have to pay for movers 2 times I would rather the whole transaction and financing contract be cancelled.

Business

Response:

Hello,

Thank you for contacting Ashley

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

[redacted]’s situation. We take these matters seriously and want to ensure the

proper steps are followed so a resolution can be reached in a timely manner.

Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture

HomeStores and authorized dealers are independently owned and operated. All

warranty decisions are made by the store that sold the product in question. It

states in the warranty booklet Ms. [redacted] should have received with her

furniture, “If a problem should arise which you feel is covered by our Limited

Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer

from whom you purchased your furniture.”

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Houston

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 do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Review: 5/2/14 We bought a king size bedroom set and Comfort-pedic [redacted] king size mattress set, Restored Spirit . We really were not interested in the memory foam mattresses but let ourselves be talked into trying them out. We were told we had 90 days to return the mattress if we didn't like it. No questions asked. We paid $3,100.00 cash for the mattress set.We were told we had to keep it for 60 days. Then if we didn't like it we would have to return it between the 60th and 90th day. We kept being told by [redacted] from TN and our salesman [redacted].... not to worry we had 90 days to return it. At no time were we told there was a return mattress fee and we would only be able to exchange for equal or greater value set, not able to get a refund. We didn't receive any verbal notice or paperwork stating this policy.A couple of weeks ago we went back to the Ashley Furniture and told them we were not happy with our mattress set. The sales people on the floor told us there was a $150.00 return fee on mattresses and sent us to the back of the store where the sales counter was and we asked to speak with the manager. We spoke with Store manager [redacted] and told him we were not happy with our mattress. He reaffirmed there was a $150.00 return fee and we had to do an exchange of equal to or greater value, they don't do refunds. We advised him we were never informed of that policy, and if we had been, we would have done some more checking around before buying from Ashley. [redacted] was supposed to find out what could be done for us and call us the next day, haven't heard from him.6/29/14 I called the store and asked to speak to the store manager. I spoke with "[redacted] and filled him in, we were not happy with the mattress set and that we had already talked with [redacted], the assistant manager, I found out. [redacted] told me that a king mattress set had a return fee $300 and no refunds would be given "COMPANY POLICY". I want a refund!Desired Settlement: I feel like I've been misled and lied to from the time we ordered this set for delivery, supposed to have been 2 to 3 weeks. Took 4 weeks and a fit to get it delivered. Now when we want to do a return we're told there are fees and exchange limitations. I would like a full refund for the mattress set including taxes paid.

Business

Response:

Hello,

Review: I purchased a couch from Ashley furniture with a specific request since I have back and neck issues. I was told by the sales associate that helped me that the product. She explained that the couch was unusual because this is the couch everyone sits on. The couch sagged about 1 foot. We went ahead and purchased the couch since she told me that this was a best seller and that they would back the quality of the couch. When the couch was delivered it sagged just as much as the one in the show room and hurt my back(i just had back surgery). I refused the couch and never accepted. I was told to go to the store and reselect an item since they would not return the item. We went into the store and the employees were rude and unhelpful. We left the store without purchasing anything since they were so rude and unwilling to help. We do not have the furniture and they refuse to refund our money.Desired Settlement: We want a full refund of the couch and chaise.

Business

Response:

Hello,

Review: Failure to deliver and pick up product; lack of communication.

In early September 2014, I contacted my Ashley Furniture Homestore [redacted] store to request to terminate my Acceptance Now account. I requested my furniture to be returned and picked up. My last monthly payment was made October 14, 2014 at the store with [redacted] in the Acceptance Now department. [redacted] noted my account paid and terminated and requested the Delivery Service department to contact me for pick up arrangements. I was not contacted until October 28, 2014 by [redacted] in Acceptance Now to schedule a pick up appointment of my items. A delivery date of November 8, 2014 between 8am and 12pm was made. No phone call confirmation a day prior was made nor were my items picked up. I received a call again from a representative from Acceptance Now department on November 13, 2014 regarding a missed payment. I informed the rep upon my request I closed the account and still need my items to be picked up since there was a no show on November 8th. She apologized and indicated she will have the Delivery department contact me again. I have submitted a previous complaint in May 2014 regarding similar poor customer service issues with this store. Their service is absolutely unacceptable. It shouldn't take over a month and a half to not only receive my furniture in the beginning but also wait so long to have my items picked up.Desired Settlement: Expedite pick up of my furniture and provide a receipt of closed account with no additional payments and/or fees due.

Consumer

Response:

Store location: [redacted] In addition: On November 15, 2014 6:52PM, store representative [redacted] contacted me telephonically to inform me that delivery men arrived at my residence to pick up my furniture. I informed her I was not home and I was never contacted that the delivery team would return that day. The original scheduled pick date was November 8, 2014 between 8am and 12pm but no show or no call from anyone. I informed [redacted] of this but her response was yes but they did arrive today. I asked her could someone contact me to reschedule another pick up date but she rudely terminated the phone call. [redacted] is never available to speak to in order to address my concerns regarding their poor service. It is a disgrace they are independently owned but using the Ashley name.Thank you.

Business

Response:

Hello,

Review: My husband and I purchased leather furniture (a sofa and a couch). When it arrived and was delivered there were 5 scratches on 5 different parts of the 2 pieces. They reordered the pieces and three weeks later the pieces were delivered (today) and there were huge noticeable scratches on one of the pieces. My husband had to take a 1/2 day off from work so the scratched pieces could be picked up and then we sat all day on Saturday waiting for the delivery of the new pieces which was very disappointing.

When we buy "new furniture" I expect perfect pieces with no scratches, rips, or dents. I will not recommend Ashley Furniture in [redacted]. I am so displeased with the quality of the leather furniture that we bought.Desired Settlement: I don't know of any settlement that could take place. I wanted it noted how disappointed I am with this furniture store in a small town. We plan to shop elsewhere due to quality and delivery issues.

Business

Response:

Hello,

Review: We bought a set of sofa recliners from Ashley Furniture and the sofa covers (leather) are chipping from all places to an extent that the leather chips fall on us when we sit. They also sold us the warranty and protection plan for 5 years by saying that if the sofa rips, it will be repaired or replaced free of cost. When the chipping issue began, we contacted the store in [redacted] where we bought these and they went to the extent of saying that we do not know how to use the furniture. This was not only derogatory but wierd becuase we are a civilized small family. Eventually on our pressure they gave us a phone and email of the customer services representative. We have been contacting her for more than 6 months but no resolution. The sofas have further deteriorated in last 6 months and look ugly. The company has no interest in resolving the issue.Desired Settlement: Refund of our money within 1 month because the product has been of a very poor quality and the business is not interested in resolving the issue.

Business

Response:

Hello,Thank you for contacting

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

regarding the [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. The [redacted]’s 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 the [redacted]’s to discuss their 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 RepresentativeTell us why here...

Consumer

Response:

Our DuraBlend (faux leather) living room set began cracking and peeling horribly after 2-3 years. It looked HORRIBLE. The 5-year insurance policy would not cover the damage because it was considered a "manufacturer's defect". After making dozens of phone calls (to the store directly and customer service) and wasting hours of my time attempting to have them resolve this issue, I got NOWHERE. I would have at least expected them to stand behind their product by giving us a discount toward the purchase price of new furniture or in-store credit, but NOTHING. This has gone on for over a month. They obviously wanted me to give up, and at this point I have because I have too many other things to worry about. We are a hard working, college educated middle class family with 3 year old twins and baby #3 on the way. We cannot afford a new living room outfit every few years. It is unfortunate they do not stand behind the quality of their furniture. I will never purchase from their store, and I will be sure to tell friends and family, facebook, and every review site I can find in order to prevent another family from having this issue.

Ashley furniture makes poorly constructed furniture that they will not support. My couch lasted three years and my recliner lasted ONE before the material, which the salesman touted as extra durable, literally peeled off. The entire bottom material from the recliner is missing, leaving only the material covering the cushion. Their customer support was pitiful to say the least. They might as well have said, "Tough luck" and hung up on me. Pitiful experience with this company. I will NEVER shop there again and I would definitely not ever recommend Ashley furniture to anyone.

Ashley Furniture Industries, Inc. Is a rip off I ordered furniture from Mundel's Furniutre Appliance Outlet and they special ordered from Ashley on 02/20/14 here it is 05/19/14 and I still don't have my order a sofa and loveseat. Ashley is out of the fabric for my furniture and now their saying that the fabric won't be in until June 2, 2014 three months and three weeks what the hell.

I purchase a dresser in February 2015 in September I spilled a little perfume on it so I wiped it up with a little soap and water. All the paint came off my dresser, now don't dressers suppose to have a special paint and coving for that. I have many dressers and perfume spilled and I never had this problem. The manufacturer won't give me a nother or compensate me at all. This is very poor business. I will neverpurchase nothing esle from them . Always check their policies and warranties be for you purchase.

Review: Purchased a sectional in 2010- 1 of the sectional pieces has a Frame/Reclining/Leather fading combination of problems. A service call was made in 2013, but the technician mentioned that fixing the frame is all that could be done. I went to the store on May 17, 2014 to discuss my options, the Store salespersons requested that I open a request with Customer Service, upon speaking to them, they wanted to charge me another service call fee (because it's been more than 1 year of my purchase and 6 months since I had the service technican) and they indicated that the issues that I have with my furniture could not be repaired and there was nothing they could doDesired Settlement: I would like for the furniture to be repaired to working condintions

Business

Response:

Hello,

Review: On August 14, 2015 Ashleys furniture store located in [redacted] Texas delivered a bedroom set including box spring and mattresses. The next day we notice about a foot long tear at the bottom of the box spring and some small scratches on the mirror frame. We contacted our sale representative that day but for one reason or another we finally got a hold of each other that Monday August 17, 2015. We then sent pictures of the damaged goods to our sales representative. Later on that Monday a customer service representative set up an appointment to have their technician service the scratches on the mirror frame but told us they were not responsible for the tear in the box spring and that we needed to contact Sealey directly so they could deal with the box spring tear. We then decided to go try to fix the problem in person by going to the store where the purchase was made and ask for the sale representative who sold us the furniture but it turn out that day was his day off. We then proceeded to explain our problem to the sale representative that greeted us that day. In turn she directed us to the store manager. The store manager then directed us to "customer service" to supposedly help us resolve the problem. There a rude young woman treated us like if she was doing us a favor. She looked our information in the computer and had record about them setting an appointment to fix the mirror frame but had no record about the tear in the box spring when we had already reported both problems and had sent pictures to both our sales representative and another customer service representative. She then basically told us since the problem was not reported in the first 24 hours after delivery of the furniture they were doing a one time courtesy visit to fix the mirror frame. When they sold us $5800 worth of furniture they never mentioned the 24 hour window frame to make a complaint. About the box spring she gave us a packet to file a claim with Sealey letting us deal with the problem ourselves. I asked her why we needed to deal with Sealey when the box spring was just a few days old. I explained to her we did call within the 24 hour window frame but rudely told us there was no proof of this and basically implied we were lying. How can this woman say she had no proof of us calling and rely on her records when they did not even have our complaint on file about the box spring tear? Obviously their so call "records" are not very reliable! When they are trying to sell you their furniture they promise you the world and treat you so nice but once they make the sale and a problem arises they are rude, pass the buck and basically don't want to help you!Desired Settlement: Since the box spring is only a few days old I don't see why Ashly's furniture can't fix the tear themselves or replace the product. I could understand us having to fix the problem Directly with [redacted] if the product was months or years old.

About the scratches in the mirror frame I don't want Ashly's furniture to tell me they are fixing the scratches as a one time courtesy when the so call 24 hour reporting window frame was never mentioned to us during the purchase. I see this 24 hour window frame as deceiving since no one mentioned it beforehand!

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Mr. [redacted]’ concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. Mr. [redacted] purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorizeddealers are independently owned and operated. All decisions are made by thestore that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the ElPaso store, along with a request for them to investigate this matter furtherand contact Mr. [redacted] to discuss his options. If you have additional questions or concerns,please consider contacting the [redacted] HomeStore Customer Care department at###-###-####.Sincerely,[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

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: On 04/18/13 I ordered the Ashley Doll House Youth Bedroom Set including; Doll House Youth Sleigh Bed - Twin Size Bed, Doll House Magazine Nightstand, Doll House Youth Dresser, Doll House Youth Mirror and Doll House Loft Bin Storage from dealer:

[redacted]

Mailing Address:

###-###-####

###-###-####

My primary contact has been with [redacted], Customer Care Supervisor, ###-###-####.

[redacted]

On 05/09/13 my Discover Credit Card was charged for the furniture, when it was relayed to my dealer that the order was shipping.

Unfortunately I received many back order dates and new ship dates promises that did not come to fruition.

On 06/09/13 I contacted [redacted] - Ashley Consumer Affairs Representative by email at email address [redacted]. After sending her a couple more emails, a fax and a Revdex.com Negative Customer Review, she finally replied via my Revdex.com Negative Customer Review.

On 06/19/13 [redacted] - Ashley Consumer Affairs Representative stated:

“Regarding the B140 Doll House collection, I am showing that some of the units are currently out of stock. As soon as we have more manufactured, we will be fulfilling all open orders for our accounts.”

On 06/19/13 my dealer [redacted], informed me that: “It now looks like they will have the items ready week of 7/8”.

On 07/01/13 my dealer [redacted] informs me: “all items are at the warehouse being inspected.”

On 7/10/13 I find out that when the order was inspected, it was found to not pass deluxing because the headboard came in scratched up. My dealer was told the damage was on replaceable parts (post and panel) and they were ordered from manufacturer Ashley.

On 07/25/13 the replacement parts have come in from Ashley Furniture but upon inspection were found to be damaged as well.

Today is 07/25/13 the 98th day since this order was placed and the bedroom set STILL has not been delivered due to a damaged bed.Desired Settlement: I believe that Ashley Furniture needs to step up to the plate and actually oversee what is happening overseas with the B140 Doll House collection. There most definitely is a failure with their creation, fulfillment and or shipping process. I want a bed free from damage & defects delivered expeditiously. This bedroom set was to be a birthday gift for my niece and all this upset is quite disparaging. However my furniture dealer can't deliver what Ashley isn't sending them, so I don't fault my furniture dealer at all.

Business

Response:

Hello,

Review: We have purchase a leather Sofa from Ashley Furniture on May 2011 with 5 Years "No Worry" Service Agreement. We recently noticed there are cracking and peeling of the leather finish. Based on the aggreement we called them for repair on 6/21/2013, the tech came out on about 7/9/2013 and took pictures of sofa and he mentioned he has to pass on the manager to look at it to see if the warranty covers. Since then we did not hear from them so we decided to call them today 7/19/2013, spoke to the service repair manager at (800) 994-7514, the manager mentioned that they won't repairt the soft and turned down the repair, since we did not call them ahead of time when the sofa started to peeling and cracking. We have explained them that this is the first time we saw it and decided to call them for repair. Again it was turned down for repair because based on their agreement "we did not call them on time". We see this is a unfair and unreliable service agreement from Ashley Furniture. They did not want to give us anything is writing about the repair and also we had to follow up with them for repair, they never called us. In short they do not want to repair and we have paid good amount of price for agreement. We see this is unresonable and we like to file a complain.Desired Settlement: We like to have it repair or replace. Thank You.

Business

Response:

Hello,

Review: I purchase 5 pieces of furniture from Ashley Furniture that were on sale on February 22, 2014. When the furniture delivery came on March 7, 2014, I discovered that some of the items were damage that came from the factory. The round Drop Leaf/Stuman had a broken leg which was screwed together and was missing the plastic plugs that holds the glass in place. In Ashley's advertising it never mentions that their sales apply to defective or irregular items. If this company had advertised that "sales" items were left over defective furniture, I would have gone somewhere else. I spoke to customer service department and complained about the condition of the furniture delivered, she gave me an appointment to send someone from their company to check the furniture on March 17, 20014. I waited and waited for their service personnel to show and they never did. I called their customer center and they told me that someone had called to cancel my appointment. I immediately checked my voice mail and miss call and there was no calls from Ashley or their delivery company. They lied about how the handle customer complaints. The person I spoke to told me that she would make another appointment for April 15. I told her that this is unacceptable and she told me that she had to speak to management to get an earlier appointment. They never called and when I called them again they told me the only appointment would be on April 17. The Lady told me that the only way I can request consideration would be to take a picture of the damage article and send it to them. I explained to her that I am 66 years old and a Viet Nam disable veteran with very little computer skills she told me that there are much older people who have comply with her request. It has been the worse experience I have ever had in my life.Desired Settlement: I would like damage items exchange.

Business

Response:

Hello,

Thank you for contacting

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

regarding Mr. [redacted]’ situation. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner.

Mr. [redacted] purchased furniture from an Ashley

Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized

dealers are independently owned and operated. All warranty decisions are made

by the store that sold the product in question. It states in the warranty

booklet Mr. [redacted] should have received with his furniture, “If a problem

should arise which you feel is covered by our Limited Warranties, contact the

Ashley Furniture Industries, Inc. authorized retailer from whom you purchased

your furniture.”

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Elmhurst

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 Elmhurst HomeStore Customer Care department at

###-###-####.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Review: We purchased a full furniture set, including sectional, coffee table, and end table in February of 2013. The salesman we had at the point of sale, sold us on a protective coverage plan for an of course, extra large sum of money, promising us how worth it it would be if something were to occur in the future, especially with us having young children, etc. Anyways, between that and our original warranty, we should have a new couch by now! When we filed our first initial claim, we had had the couch for less than 8 months. It has been tearing out at the seams constantly! We've had repairmen out to our residence on many, many separate occasions now, with absolutely no resolve. The couch is poorly made and constructed, bad quality. We have been promised so many resolutions, but never, ever.. get any communication, returned calls, response emails, nothing. When we call, there is ALWAYS an excuse as to why we are unable to speak with a manager. We have been battling with them for months and in the meantime, our couch looks absolutely hideous, and worsens all the time. They told us they had ordered parts for repair this last time, and no on ever showed up, or even called us back to let us know our parts were in. Every time they did send someone out here, they never had all the parts they needed, not once. They forgot something in the order every time! We've been in contact with as high up as we can go, we've emailed photos, we've been promised so much, and have received nothing. Not so much as a single call back. We are beyond frustrated, and will never shop here, or recommend them to anyone. We NEED this resolved, now.Desired Settlement: Couch replacement.

Business

Response:

Hello,

Review: This company has the worst customer service. We ordered a dining room table and was told it would be here in 6-8 weeks. I called at 8 weeks to see if it was in and they said yes it was in and we scheduled a delivery. Once the delivery guys were here they discovered that the table was not on the truck, only the chairs. We accepted delivery of the chairs and were promised a call from the manager within the next 48 hours to schedule delivery of the table. After 48 hours has pasted we contacted the store to find out that the table was never even ordered, but they promised they would order it and expedite the delivery and it would be on the next truck on "Friday". Friday came and went and we received no calls about when they would be here. We called and were promised that the table was there and we would have it on the following Monday. Once again we received no calls about our "window of delivery". Monday has passed. After complaining on their facebook page which is open to the public for reference, we were finally able to talk to someone who was very nice and was able to contact the store manger and help drive this process. The table was finally delivered after "some time". We were promised refunds for delivery, we were promised multiple call backs from the store manager "[redacted]" and never received a thing. Finally the nice lady on facebook (i'm sure from marketing) was able to get "corporate" to cut a check after she found that [redacted] has no called us or sent us a check that was promised weeks ago. At this point the "check is in the mail". I will never shop there, and I recommend no one shop there at all. This business should be shut down with these types of practices. At this point our conflict has not been resolved. All we have are empty promises of delivery dates and refunds for delivery.Desired Settlement: I do not wish to hear from this store at all. In fact I hope they go out of business and everyone loses their jobs. This is the WORST company anyone could ever work for. PLEASE do not let them contact me, they will only make this matter worse.

Business

Response:

Hello,