Ashley Furniture Industries, Inc.

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.

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.

Review: I purchased a sectional sofa from Ashley Furniture in March 2011. At the time I was told I'm able to buy warranty that would cover anything. That warranty is through a third party called [redacted]. My couches have being getting cracked and ripping. I was told by Ashley I should submit a claim to [redacted]. So I submitted the claim along with pictures. [redacted] would get back to me telling me my claim was denied because my warranty doesn't cover cracking or ripping. My next step was contacting Ashley Furniture through social media and they sent me a link to fill out regarding my issues. I was contacted by someone in corporate from Ashley Furniture. The lady tells me to email pictures of the damages of my sofas and she will see what they can do. Since I haven't heard anything I call the corporate number to make the person I spoke to had received my email. I finally get ahold of the lady and she tells me there is nothing they can do since it's normal wear and tear. That my sofas aren't actually leather but some other material. I was upset and tell her then why did the sales person sell me the warranty claiming it covers anything. She tells me they only cover accidental damages not wear and tear. She tells me the best they can do for me is pay for some of the material but I would be responsible for the labor at a cost of $89 per hour.Desired Settlement: I would like for Ashley Furniture to repair/fix my sofa. I believe what happen to my sofa is not normal wear and tear. I feel that they shouldn't have told me the warranty will cover everything when in fact it only covers accidental damages. I think cracking or ripping on 3 year old sofa isn't normal wear and tear.

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: 5/12/14 I made a deposit of 25% on furniture. I attempted to get a refund of my deposit( $1333) but was told that would be no problem but I needed to bring in my credit card. Normally that would not be a problem, but my wallet was lost /stolen. When I informed the representative and [redacted] that I no longer had the card I was told I need to provide them with a letter from my bank stating I no longer have the card. I have called my bank and found out that they do not send notes like that out. I called Ashley's and was told without the letter I could not get my money back and they don't know why it is a big dealDesired Settlement: I would like my money back

Business

Response:

Hello,

Review: The leather sectional I purchased is peeling in multiple places and the armrest collapsed.Desired Settlement: repair/replacement/reimbursement

Business

Response:

Hello,

Thank you giving Ashley Furniture Industries, Inc. the opportunity to review the [redacted]'s concerns. After closely reviewing the information provided, it has been determined that they purchased their furniture in May 2010. The manufacturer's warranty for leather and fabric is effective for one year from the original date of purchase. Therefore, the [redacted]'s warranty expired in May 2011. We are very sorry that we are unable to assist them further with their concerns.

Sincerely,

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

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: Poor quality of living room furniture; I purchased "palmer walnut" sectional 11/13, found defects within 2 weeks, spent many hours on the phone trying to get resolution. Finally I was offerred a replacement set, which was identical - instead, I paid another $750 to 'upgrade' to "North Shore" sofa and loveseat, and with 2 weeks of delivery had product defect issues! A repairman made a temporary fix by over-stuffing the backs, which did not return the furniture to the desired, showroom contours... I have repeatedly requested a full refund, but never seem to get to the proper authority. I've been told the repair process must be performed first (it has been) but no one called back to followup on that or my other issues with the furniture.Desired Settlement: Return living room set for full refund (approx $4500)

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,

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: 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: I purchased a sleeper sofa, a recliner, and a bar from the Ashley Furniture store in [redacted] on a Saturday. My work schedule is a rotation, I work 3 weeks out of state and get to come home for 1 week. I left town the following Monday and Ashley delivered the furniture to my home the following Saturday. My wife was there to accept it. The couch was missing both of the pillows it was supposed to come with and the drawers on the bar were defective and did not line up or close properly. I was unfortunately out of town and did not realize any of this until I arrived more than 2 weeks after the delivery. I went to the store the following day and asked to have the situation fixed within 3 days as I have family coming to visit from out of town and I will be leaving again on my work rotation the following Monday. I was told they would have my pillows at the store for pick up and a technician will be out to my home to repair the damaged drawers. I called to confirm the day prior to the scheduled in-home repair and I was told by the Customer Service Dept that they cannot have anyone out to my home until the following week. I reiterate I will not be there to approve the repairs and I am told "sorry, you will have to reschedule when you get back in town." That is unacceptable. I do not want an incomplete delivery and malfunctioning furniture in a freshly painted and remodeled room when I have visitors coming for out of town. I'd rather the room be empty that have a poorly crafted piece of furniture in it. As this is the type of customer service that Ashley Furniture seems to be known for; I want the furniture picked up and a full refund to the line of credit account I set up to make this purchase. I refuse to do business with a company that put the customer's needs last.Desired Settlement: I want the furniture picked up and a full refund to the line of credit account I set up to make this purchase.

Business

Response:

Hello,

Review: Purchase product four months ago and they delivered it not too long ago. Product is defected delivery personnel unable to put furniture due to missing hardware. Called them a number of times to fix the issue. They promise to resolve the issue four times a month and half after initial delivery the furniture is still not put together.Desired Settlement: Complete the delivery and make this whole thing right.

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 to ensurethe 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 andauthorized dealers are independently owned and operated. All decisions are madeby the store that sold the product in question. I took the liberty offorwarding 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 andcontact 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]

Review: I began dealing with Ashley Furniture several years ago, they sent me through there Rent A Center department to continue purchasing my furniture through them. I have been complaining to them over the last year my cushions on my couch are messed up. They told me they wouldn't replace them until the balance is paid then when I go to pay it off they say they cant replace them they will only sew them back together. I have spoken to several different managers who advised they would replace them. All I have been asking for the cushions be replaced.Desired Settlement: Cushions replaced

Business

Response:

Hello,

Review: I bought furniture from the Ashley furniture and it is absolute garbage. I now have a $2,500 bill that will stretch over the next 5 years for a product that can take absolutely zero ware. It is falling apart. They have sent a technician out to try and "fix"it but when the technician left it was worse than when he came.Desired Settlement: I don't want to pay over the next five years for a product that is close to worthless.

Business

Response:

Hello,

Review: On July 14/2015, I ordered ONLINE from ASHLEYFURNITUREHOMESTORE.COM (2) Breegin Chairside End Tables - Color BROWN.On July 17/2015, I received (2)Breegin Chairside End Tables - Color REDDISH BROWN. First I called the Customer Care phone number provided. I told the employee "my tables are NOT BROWN". I was asked to take a picture of the tables and e-mailed them to the e-mail address they provided me with. I took the pictures, e-mailed them. Went back and forth numerous (4+) times by phone and e-mail. Sent more pictures that I took outside because they told me it was the lighting. They are clearly reddish brown. I found a Mirimyn Chairside End Table on their website that looked the color of the tables I recieved. I found the color on this table and it states: Color REDDISH BROWN. One last time I contacted them. I am told via e-mail, "I'm sorry, this is your Perception, your opinion. As I stated you can return no questions asked for 30 days". Delivery charge to return these 2 tables is 75.00, per UPS. I am refusing to pay out any money to return these items, that in my perception are REDDISH BROWN not BROWN so I am stuck with 2 unwanted tables that I had to pay for. Clearly I would not of ordered them if it said: REDDISH BROWN. I need 2 BROWN end tables like it says in the description.Desired Settlement: They need to pick up this item at their expense and refund me the cost I paid.

Business

Response:

Hello,

Review: I bought a dresser and chest 7 months ago from a Ashley Furniture store. I moved out of state so could not go to the store for help and had to file for warranty with corporate. After jumping through several hoops just to get call about my problem Ashley Furniture sent a technician to check the furniture. I was told by the technician that the dresser finish was In Fact a manufacturing defect. He said he can easily tell the difference and explained to me how he knew it was a manufacturing defect and not something I did. On the chest he said it was definitely a defect. A slide part should not just fall off a drawer and make it inoperable. Especially under normal use in only 7 months. A week later I receive a letter from Ashley furniture that the technician said it was NOT a manufacturing defect. Someone is lying and they will now refuse to honor their warranty. The technician told me that he would recommend replacement of the dresser and replacement of the slide and install for the chest. This goes 100% against what Ashley Furniture says in their letter. I asked for a copy of the technician report and they refused to give me one. With or without the report obviously its clearly evident that a drawer slide should not just simply fall apart in less than 7 moths.Desired Settlement: I would like the warranty honored with what the technician told me. That is replace the slide on Chest and replace the dresser. I only want what a business should have no problem doing and that is honor their warranty. I am well within the warranty period.

Business

Response:

Hello,

Review: The product I bought is an Ashley durablend product that is peeling. There are numerous complaints about the product peeling. I would like my sofa replaced as it is obviously a manufacturer defect. I have tried to contact the warranty service that I purchased, contact the store, the customer service, another store because I thought it was the company website, I currently have a request in with the company, and have commented on the Facebook page. No one has offered to help me resolve this issue.Desired Settlement: And a store credit if the product continues to peel with in 10 years of purchase date.

Business

Response:

Hello,

Review: On 09 November 2014 we ordered furniture from Ashley's. We were supposed to receive all our furniture on the 18th of November. They came and dropped off half of the furniture. I then called the store to see what happened. They explained to me that there was some sort of mix up and that they had to reschedule another drop off. Well they showed up on the 28th of November at 9:30 PM. This time they show up with only the dresser. We STILL have not received all of our furniture! I went to the store on the 29th (the day after the delivery) to see what was the issue. I spoke to the customer service department and they told me that they didn't know what the issue was. I asked her when am I going to receive the rest of my furniture. She told me that it was a billing issue and that she couldn't tell me. The billing issue was between the store and their delivery people, not my concern at all since I paid for everything in full. I told her that this was ridiculous and that I needed to know when my son could sleep in his own bed since it was still not there. She then paged the manager for about 45 minutes and he never showed up. She then got someone else to show up, after I explained everything again to him he just laughed. He said that it could take a couple of weeks. I told him that this was not acceptable. He then messed around on the computer and told me that it would be delivered on Tuesday the 2nd of December. They never showed up. I then get an email stating they will show up on Thursday, 4 December between 1000 and 2:00pm. Now I just received a phone call stating that there was a cancelation and that it will show up between 4:00-7:00 pm. This is the most horrible customer service experience I have ever dealt. What kind of business allows their customer service department to laugh and their customers issues and not care about the issue?Desired Settlement: I don't even want this furniture anymore. I would rather have it all returned and never deal with them again. I want a full refund for failure to uphold their side of the contract/delivery. I already gave them a chance to resolve the issue and they have not tried to compensate me in any way at all.

Business

Response:

Hello,

Review: When the delivery men delivered my furniture, they ran into my fence. My husband told them not to back into my yard through our double gates, but they said they were good drivers and did anyway. They tore the gate up, and at least 5 more poles. Our fence has concrete around all of it and when they put tension on my gate posts the tension messed up the posts for about 5 post down from the gates. I have talked to 4 managers of the stores. One was in Lubbock. His name was [redacted]. He even went as far as to give me the phone number of one of his friends as a contact number. Not his number, not the store number, but his friends number. Then I talked to three different managers at the [redacted] store. All three people told me that they would take care of it. That they would talk to the accounting dept "today" and get it taken care of. But it is now almost 3 months later, and my fence is still torn up. I filed it on our insurance, but it has a 500$ deductible. And I didnt get enough money from them to fix it. I would like the whole amount sent to me so I can fix my fence. The amount was $938. I will send my insurance back the 438 they gave me and keep the rest to fix my fence with. Thus ending up with the amount to fix my fence. This is not right, it is not fair. I have a sheriff report supporting what I put in the complaint.Desired Settlement: I would like the whole amount sent to me so I can fix my fence. The amount was $938. I will send my insurance back the 438 they gave me and keep the rest to fix my fence with. Thus ending up with the amount to fix my fence. I want the whole amount of $938. Then I will take care of my insurance myself.

Business

Response:

Hello,