Ashley Furniture Industries, Inc.

Review: I purchased two Ashley Furniture Company loveseats with console from [redacted]. The products were delivered on 5/2/2013. In July of 2014 the head area of one side of one loveseat started to peel. The warranty was for one year only. I contacted the consumer affairs department by email and explained the situation and asked what repair methods were available AT MY EXPENSE. They responded with a canned response " I am sorry to hear that you are experiencing problems with your Ashley furniture. All warranties are handled on the retail level. If this is considered a manufacturing or workmanship defect, and you purchased your furniture with a warranty, please contact the store where you purchased the furniture. An Ashley Furniture Marketing Specialist is available if the store requests assistance."

I contacted [redacted] and they said they only honor the manufacturer's warranty. I then contacted Ashley consurmer affairs again -"Please take the time to read my original email. I know the furniture is out of warranty. I did contact the retailer and of course their stock answer is they follow the manufacturers policy and they wanted nothing more to do with it. Manufacturers defect? I should think so after light use of only 15 months.

What I am requesting is information on how to repair this substandard product you produce at my expense. I have many leather products including car seats, recliners and couches. None of these products have given any problems in constant use from 5 to more than 10 years. To claim that this furniture is peeling after 15 months because of normal wear and tear is a fraudulent claim.

Let me know what methods are available to repair this furniture."

Their response -"All warranties are handled at the retail level, so you will need to continue working with the store where you purchased the furniture for assistance with your claim. Please provide me with your name, address and phone number, the store's name, address and phone number, the model and serial numbers of the item(s) in question and a description of the problem(s). I will forward this information to the store's Ashley Marketing Specialist who can assist the store with any questions they may have."

I then wrote"This furniture was delivered on 5/2/2013. One of the loveseats has had continuous use since then. The loveseat that is peeling has had only limited use , with the side that is peeling the least used of any other part. There is something obviously wrong with this area. No other hard use areas such as the armrests show any excessive wear. The "Customer Care" person at [redacted] considers this defective area as "normal wear and tear". That is a bogus and fraudulent answer only given by an unqualified furniture repair representative who is paid to give stock answers and discourage customers from getting items repaired . However, now my hope is you can work with [redacted] and get my loveseat repaired or get me a usable loveseat replacement.

Their response "I forwarded your information. For status update please contact the store. Our marketing specialist contact information is confidential."

My response "Who would you recommend contacting for a "status update" at the store? I originally contacted Customer Care and they would not discuss anything further other than the one year warranty. Since you will not disclose the Ashley Specialist to me please contact that person and have him contact the store for the "status update". Also please give me the name of the person you forwarded my information to and their response.

Their final response "Sir it is closed on my end. I forwarded your information to the Ashley marketing specialist, they then correspond with the store."Desired Settlement: This furniture is only 16 months old and the area that is peeling is the least used of any of the four head areas. This is an obvious defect in manufacturing. I have tried and tried to get information for repair, get in contact with the Ashley Specialist or have the Ashley Specialist through the store to contact me to see what can be done. I have heard absolutely nothing from this person. Consumer Affairs Representative 26 has never given me a straight answer and then has tried to avoid further contact and work on a solution by "closing" the issue without giving any solution or followup to the Ashley Specialist. To say a concern is closed by simply forwarding an email is childish, unprofessional and a good indicator of the attitude of Ashley Furniture Company.

I want this furniture repaired, replaced or my money back. I want to be contacted by a real Ashley Furniture Representative with a real solution.

Business

Response:

Hello,

Review: I purchased furniture from Ashley on 3/29/14 from their [redacted] location, with a promised date on the receipt of 4/23/14. I got a call scheduling delivery for this past Saturday, May 10,2014. The truck did not show up, and when I called the store I was informed that the furniture would not be in until May 31. I went to store for a refund, but was told I must pay a 30% restocking fee, even thought I have never taken delivery.

The order total was $902.91, including a delivery charge of $100.00

On the back of the receipt it states all sales are final, except in the case of delayed delivery/back order. The very next line states that there is a 30% charge for cancellations/ changes to the order.Desired Settlement: I would like a full refund, it is not fair to leave me without furniture for 2 month's, and now they want me to pay$300.00?

Business

Response:

Hello,

Review: Never received the product that was ordered

We bought new furniture from Ashley furniture store in [redacted] on Nov 29, 2014 and so far never received the sofas. We have called 50 times and every time we call someone says we will call back. Customer service is the worst thing. nobody is taking ownership and it has been 2 freaking months.Desired Settlement: full refund with compensation

Business

Response:

Hello,

Review: We filed a Revdex.com complaint in November regarding warranty issues with our furniture, we received a call from corporate and he advised us to go into our local store which is located in [redacted] and exchange for a different set of furniture for the price we originally gave for the loveseat and the couch. We did this. When we went in Nov 19, 2014 and looked at several pieces and found a sectional that was below what we spent the first time, we were going to purchase a desk that was on clearance that would have made our total about $50.00 over the original price. We were told by the manager on duty that we could not select any pieces from clearance and that we had to spend the total amount that we were exchanging. We didn't understand this since it was our money that we were spending but when questioned he stated that clearance or floor models we could not get. I was a little frustrated at this cause it was ultimately our money we were spending. So after looking and looking we finally found another set. This set was almost $900 over what we originally paid. It was a sectional, Chair, and ottoman. We took photos of the couch and chair while there. We explained to the sales man that we needed it turned the other way since it would not allow for our door to open. All was done, we signed new paperwork and the furniture was set to be delivered on Dec. 26, 2014. One week prior to delivery we receive a call that our furniture was on back order and that it would January 13, 2015 before we finally got delivery. The manager stated that they would give us $100 gift card since we were having such a difficult time getting our furniture delivered. He stated that we would receive this in the mail. I still have not received the gift card and I even emailed the [redacted] location regarding the gift card, with no reply to my email. Then we finally get delivery January 13, 2015. At first the delivery drivers refused to bring in the furniture cause our yard was muddy, but my husband told them it was ok we knew the weather was bad. After hesitation they finally came in to remove the broken furniture and deliver the new. The chair was delivered without the pillow and I asked him where it was he stated call customer care. After they left we put the furniture together and it was the exact same way it was in the store. Even though we told our sales man that we needed it flipped the other way due to our front door. So we call customer care about the pillow and the furniture being wrong, the lady stated that she was going to put me on hold and call the store location to try and figure out what pillow was with it and to talk to our sales man regarding the furniture being wrong. After a few she came back and said that she was going to have our sales man call us the next day when he got in which was January 14. I waited until 4:30 for him to call me and never received a call. So I call and speak to a supervisor and explain to him everything once again, he states that he will look into it and give me a call back. I never received a call back. So my wife calls and talks to the cashier on Saturday Jan 17, she speaks to the cashier and explains everything once again. That we would like to just get our furniture and the pillow that supposed to go with the chair and be done with this entire situation. The cashier stated that she was looking into our account to see if it was active/closed. They had closed our ticket as if we had no issues at all. So when my wife asked her about me speaking to the supervisor she informed her that I spoke to the sales manager and not the manager. She then told my wife that she was going to explain everything to the manager and have him call me back. I received no phone call that day. Then on Sunday a [redacted] called and I explained everything to him again, he asked me to send him an email with a picture of the furniture and a pic of the furniture on the floor we took. I did this, he stated that either customer care would call me back Monday or he would. I never received a call after that.Desired Settlement: I would like them to do what they say they are going to do. Where is my gift card for the 4 month wait on furniture? I want them to bring me the correct furniture and the pillow that is supposed to go with the chair. I want the [redacted] location staff to be held accountable, this type of customer service is horrendous. I hate that we have furniture that we cant really use because its not the correct one and we don't want to damage it. And why couldn't I purchase items on clearance that is absolutely absurd, I feel like that was a ploy to make me spend more money.

Business

Response:

Hello,

Review: We bought a sofa on 12/12 when it was delivered one of the massage motor did not work and, a part of the fabric pealed off. It took over 3 months for the technician to visit our home and replace the motor but, could not replace the fabric. It passed 3 more months to replace the fabric. These 6 months have been after multiple calls and, failed returned calls promised. At the moment the fabric continues to peal off and, no service have been provided.Desired Settlement: The amount should be credited to the loan when purchased plus the interest paid on this item.

Business

Response:

Hello,

Review: Had to file a claim with credit card to get my refund.

Bought from Ashley Furniture [redacted] on Nov30. I was told delivery would be on Dec9. When it didn't show up I called and they said they were waiting on an item and it would be Dec15. Again, when it didn't show up I had to call. They said it would be after Dec26. I told them to refund my money and they said it should be credited to my card in three business days. Two weeks and several phone calls later I had to file a claim with my credit card co. to dispute the charge. Also, when your waiting on delivery and no one calls, one gives up plans on doing anything. Would have been nice to get a call from Ashley so one wouldn't wait on a delivery that wasn't going to happen!Desired Settlement: Full refund

Business

Response:

Hello,

Review: My wife and I purchased a sofa, love seat, and end table on 11/28/2014. We were initially told that the estimated time of arrival for our purchase was going to be the week of 12/20/2014. Realizing that we would be leaving that week for Christmas, we called into check on the status of our purchase. We were told that our items were not in yet and after some discussion with the gentleman in customer service, we resolved that our entire order was to be delivered on the 12/29/2014. We received two phone calls the weekend before Monday the twenty ninth confirming our delivery and the time. 20 minutes before our delivery was supposed to come, and after I had already taken time off work to be home, we were called saying that none of our items were in. After a several calls back where only the love seat and table were in and then being told only the table was in, the delivery truck showed up and dropped off the love seat and table but no couch. Another phone call lead to us being informed that the couch was still on back order (after being told everything was to be delivered), we settled on being told that the sofa would be delivered on the 1/10/2015. To this point, 41 days from the date of purchase. Being only a few days away from the date of supposed delivery, I called in on 1/8/15 to check on the status of our sofa only to be told that the estimated delivery date was now the 2/11/2015. This will put us well over sixty days out from our purchase. We spent quite a bit of our hard earned money to have an empty living room and still no honest sign of when our sofa will be brought in. We want our sofa or our money back. This is highly unprofessional and unacceptable. No one there knows what the others are saying to their customers and everything seems to be a lie.Desired Settlement: We want to have our sofa delivered ASAP or our money back. This is unacceptable and we will never buy anything else from Ashley Furniture. This has been the worst experience ever.

Business

Response:

Hello,

Apparently Ashley Furniture Industries does not stand by their 5-year warranty. I bought a sofa in 2013 (which was a trial by fire in and of itself) and now one of the seats has some damage. When I called Montage, Inc. about getting it repaired, I was told that if the damage was normal wear and tear, they wouldn't cover it. If I noticed the damage more than 30 days ago before I called, they wouldn't cover it. I'm sure that the list of what they won't cover goes on. In short, Ashley Furniture does not honor warranties on its own furniture. That doesn't inspire any confidence in their products, and leaves me with a damaged sofa and an unusable 5-year warranty.

Review: I purchased a furniture set March 7th. I was initially offered delivery the 14th but requested the 24th instead. This gave Ashley furniture an additional 10 days.

I received a call on the 22nd stating that the furniture would need to be delivered the 26th. I was told that only two of the pieces would be in by the 26th so it would be a partial delivery. The final piece would not be in until the 29th.

All items show as available in 1-2 weeks at the time of purchase. I have been provided with no explanation for the delays. I have spent a total of 2 hours on the phone with 4 different individuals who all keep telling me to call each other for answers.

Had I asked for delivery on the 14th, everything would have been delivered. Due to the fact I requested a later date, the furniture I purchased and paid in full for was used elsewhere to fulfill another account, causing mine to be delayed.

This is a poor way of doing business. All items that I purchased should have been designated for me, the consumer, at the time of purchased and shipped to the distributor to meet the promised date. Rather, I now have to take off work an additional day for a delayed delivery because the company ran out of stock on the items I had ordered, after I ordered them.Desired Settlement: I would like an explanation as to the reason for the delay, expedited shipping of all pieces to the distribution center so it may be delivered in full on the original date, and if not, a refund if the delivery charges due to the extreme inconvenience.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com. All decisions are made by their customer care department. I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, along with a request for them to investigate this matter further and contact Mr. [redacted] to discuss his/her options. If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Review: I went to Ashley on [redacted] in [redacted] in early October and ordered a bedroom set, mattress, and sofa. I was advised it would be ready by November 3rd. I shopped early because I just moved into Indiana from Virginia and have literally no furniture. November 3rd passed and I still hadn't heard from anyone to set up delivery. I called on 11/07, the end of the week and a month after I ordered everything. I was told everything was done except the Sealy mattress which was still being worked on and that everything should be ready early the following week. I then called 11/12 which was the middle of the following week. Again I was advised it would be another week. I called a third time 11/17 and was told that because Ashley switched companies that they worked with for the mattress, my order "fell through the cracks" and it would be another 4 weeks. This is simply unacceptable service after waiting well over month already. I have since moved into my apartment and had my furniture been ready on time would have a furnished apartment. I understand things happen but I have been living in an unfurnished apartment, no bed! Because of a foresight on Ashley's part. I was told a manager would call me back on 3 separate occasions and have yet to hear from anyone. On the 18th I spoke with someone who told me my delivery fee of $99 would be waived. At the very least that should happen! Then I was finally called to set up delivery on 11/22 and only one day (mind you I had to take off work for this now) was available.

When my order was delivered on 11/26, the mattress was still NOT there, and the slats for the Queen size bed were twin size! The delivery men told this has been an issue with the [redacted] warehouse for a while and it’s very unorganized. They told me the mattress was on backorder and when I called the [redacted] (Carmel, IN) store I was told that the mattress was not on backorder and should have been delivered, too. It wouldn’t have made a difference with the wrong size slats! I asked for a manager at [redacted] and spoke with “Neshia” who suggested that because it was late, I could go pick up the mattress myself If I wanted it that day. I could not believe what I was hearing. She advised me she was working on it and would reach back out, however I didn’t hear anything until I had to call again on Saturday and was hung up on and then I called back a few times after and no one answered, I’m sure they blocked my number. I had to go up to the store just to talk to a different manager ([redacted]) who was the only person who apologized for the situation and attempted to get anything resolved. He set up a new delivery date for me for Friday Dec 5 and I suppose we will see if it can finally be done right. Mind you my original order was placed OCTOBER 17. This has been the absolute WORST customer service I have ever experienced.

I am thoroughly disgusted with how this situation is being handled. And you're waiving $99 for waiting for about 2 months for an almost 3,000 dollar order. I expect delivery fees to be waived as there was an error on the company’s end. But if nothing else is done for such an inconvenience I will never shop Ashley again. I know for a large company that may not be a lot, but word of mouth and social media very powerful. I would not be so upset if someone had either noticed the foresight sooner - maybe even an apology for the inconvenience would have been nice; or even a call to say it would still be a few weeks. I planned my move based on having this furniture in a timely manner, and not one person has taken ownership of this situation. I work for a very large company myself and understand it may take a while for a manager call back, but I am respectfully asking to please, please be contacted by a member of corporate management. A [redacted] is who I was repeatedly told would be contacting me, and is the person I have yet to be contacted by. I called the 800 number multiple times, waited on hold for about 30 minutes, pressed “2” to have a call back when I came up in queue, and have still NEVER gotten ahold of anyone form this “customer service number”. Please tell me there is something that can be done about this major inconvenience.Desired Settlement: I would appreciate a discounted price for inconvenience or a refund of the downpayment at the very least.

Business

Response:

Hello,

Review: On Sunday September 29th the bed began collapsing while I was sleeping in it. Upon pulling the mattress and box springs off the sleigh bed I discovered that the 3 support rails that the box spring and mattress were supported by had bend severely and was only held up by 3 supports. The entire support structure was made of thin rectangular hollow aluminum that seems very low quality. 2 of the support legs in the middle of 2 cross rails had bent up to 45 degrees, thereby the head of the bed collapsed downward over 8 inches suddenly. I took several pictures of the damage and was very disappointed to see the poor quality of the bed supports. This information was not made available during purchase since the show model is completely assembled in the store and professionals delivered and set up my furniture.

I contacted the store in which I originally purchased my products, which is not available in the Revdex.com database, and was instructed to contact their service department. I was informed that their service department is only open Monday to Friday. The bed frame and supports were not safe to reload with the mattress, forcing me to move the mattress to my dining room of my 1 bedroom apartment.

On Monday September 30th I contacted the service department via the phone number given to me by the local store rep. They took my information and said that since it was less than 1 year that they will send a 3rd party contractor out to fix the broken supports. I was told that I would contacted directly by the contractor within a day and allow me to schedule a time that works for me. The contract is [redacted]. I was not contacted until Wednesday October 2nd. The contractor rep said that the soonest opening they had was Thursday 10/10/2013 and they could not give me a time window until the day before. The time windows would be 2-3 hour windows and between 9am and 6pm. I inquired about picking times that would work better for me and prevent me from taking unpaid time from work but was told they cannot do that but could only request a specific window. They offered me a Saturday visit on 10/12/2013, which I tentatively accepted.

I contacted Ashley Furniture Service again on Wednesday 10/2/2013 and spoke to CSR [redacted]. I explained the situation and expressed my significant displeasure of having to sleep on the floor for 2 weeks. I explained that I had photographs detailing the damage and that if there was anything that could be done. [redacted] explained to me that the 3rd party contractor would come and evaluate the broken product and determine if repair or replacement is necessary. If repair could be done it would be done on site that day. If replacement was necessary, I would have to wait an additional 2 weeks for the part to be delivered and installed.

I explained to [redacted] that I felt the part was damaged and not repairable. I felt that waiting 2 weeks for the contractor and then an additional 2 weeks for the part to be delivered and installed. [redacted] asked if I would be able to email pictures of the damage and she would call me back shortly.. I sent 8 pictures to the email address she provided. I called back near the end of the day after no returned call and spoke with [redacted] again. I was informed that they believe to the damage not repairable and that Ashley would order a new part, the same exact frame, to my local store and then schedule replacement. It would take potentially over 2 weeks for the part to be delivered since it was not in stock. I was told that if I choose to disassemble the bed that any damage would not be covered.

I expressed my frustration that I would have to sleep on the floor, which could cause problems with the mattress, and if Ashley offered anything for the inconvenience. [redacted] informed me that the best she could do was offer me a $25 store credit for my inconvenience and would keep me updated about the status and try to rush the parts.

After one week of no responses I attempted to contact Ashley furniture via Facebook website. I received a response from the Facebook request that it is a local store issue and that I should contact the store I purchased from. After contacting my local store I was told to contact service and that they could do nothing.

I contacted Ashley though their corporate site and submitted a request about furniture warranty detailing this situation. I received an automated email that they received my response, however no ticket number was present where there should have been.

It is now 2 weeks since the part broke and I continue to sleep on the floor on my mattress.Desired Settlement: I want a proper bed frame to support a large mattress such as my kind size. The frame should be able to support 2 adults and the weight of the mattress. A steel frame would be stronger and I would not be as worried about the same part failing again after only 10 months of ownership.

I requested in my complaint via Facebook that an additional matching nightstand of my set would be a good gesture after spending thousands of dollars on furniture.

I also want compensation for the loss of use of my dining room in my apartment and the inconvenience of having to sleep on the floor and not being able to use my bedroom which is the one the larger rooms in my home.

2 weeks in simply unacceptable and the lack of response is troubling.

If anyone with a disability has this happen to them, where are they supposed to sleep? What if I became disabled or injured because of such an incident due to poor quality of materials? I feel that if this cannot be resolved fairly that a full refund plus interest for the bedroom set with additional compensation for the loss of use would be necessary.

Business

Response:

Hello,

I bought 1700 worth of furniture, In the past 2 years I have spent close to 4000 dollars there, I have had nothing but problems with them. I go to pick up my things at the Springdale location "on a Saturaday" (I was moving and the held my things for a several weeks) and they "lost my head board" they could not find it, They guys there told me that they will call me once they find it. Saturday goes by no phone call, come Tuesday still no phone call, Finally got someone to call me back and they told me the manager at the warehouse will go look cause he does not know what is going on and he will call me right back. Next day no phone call, I call the customer serivce department and asked to speak with the manager. The lady told me she will take my name and number and he was at the back of the building and will call me right back...... NO PHONE CALL UNTIL THE NEXT DAY!!! Come to find out after dealing with this for about 3 almost 4 weeks. The head borad was damaged with it was sent to the warehouse and NOT a single person told me this. The manager told me he would make sure it was ordered and offered to get it delivered to my house and will set the bed. ( I took the footboard and rails with me that Saturday) So 2 weeks had went by still no head board and still no call. THEY DID NOT ORDER IT!!!! At this point I talked to the VP of Ashley and she did not seem to care about my problem nor wanted to fix the problem. A week and a half later I FINALLY got a head board delivered to my house. BUT IT GETS BETTER.... I had to put the bed together........ Me dresser that went with the set was damaged as well, the manager told me he would send a guy out to fix it. So the guy comes and says he has to order a new top for it....... 3 weeks later I call customer service at the first of this week...... OHHH GUESS WHAT.......... THEY DIDNT ORDER IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! So I have talked to several managers and the VP of the company and no has felt like I need to be compensated for my troubles!!!!!!!! So with my story I WILL NEVER EVER GO BACK TO ASHLEY AGAIN!!!!!!!!!

Review: I purchased a love seat from [redacted] who is a Ashely Furniture Dealer on October 22nd, 2012. All of the rivets that connect the feet rest mechanism to the wood frame of the loveseat have become loose and makes the chair on the right side very uncomfortable to sit in. I contacted [redacted], who I bought the love seat from and he directed me to call the Ashley Furniture Headquarters since I had moved out of the service area. My first call was on the 3rd of September, I was instructed to send a copy of the sales receipt along with my name address etc.. to their fax in Wisconsin. I sent the fax at 1:33pm, I was also told by the customer service representative that I would receive a call from a tech in 72 hours. I waited a week and a call never came. I called again on September the 10th and was told by a customer service representative that they were currently looking for a tech to handle this warranty issue. I waited another week and heard not one word from anyone. I called again on September the 17th and the customer service representative told me that [redacted] who was in charge of the case would give me a call. Did not hear anything from [redacted], called again at 4:15pm, talked to [redacted] who's demeanor was far from customer friendly and all he could do was tell me that it was not said that he would call me, that was a blatant lie from what his colleague told me. He also said that he could not find a tech in my area of where I live. This is absurd simply because there is a Ashley dealer in [redacted] and you would hope that if they sold that brand they could work on it. [redacted] ended the call by telling me that he should know something by next week. I called again on September the 24th at 10:30 am and was told by the customer service rep that they case had been moved and marketing is now handling the issue. [redacted] did however request for that department to give me a call as soon as they found out something. I am sure that I will have to wait another week and not hear anything back. I have been one this case for the 4th week and have not gotten any results.Desired Settlement: All I am asking Ashley Furniture to do is to honor their warranty obligations and either repair my love seat or send me a new one. I also ask that they would do this in a timely manner. This is the only sitting furniture that we have in our living room, I have back problems and need a comfortable place to sit in the evenings, so if they decide to do repairs then it must happen at my location, they will not be able to take it to a workshop to work on it.

Business

Response:

Hello,

Review: I would like help in contacting the owner of Ashley Furniture of [redacted] form [redacted].I purchased a living room set with a five year warranty on it. Within three years my furniture started breaking. By then the company had went out of business with no contact information for customers with warranties. I have been trying since 2008 2013 for someone to help me with the replacement I need.I also have a queen matt. psd. that has 10 years on it that was purchased in 2006.Every time I call customer service I'M told something different. This last time I was told that I have to find the owner at the time of purchase. I would like help in getting this matter resolved please I would like my furniture replaced . Thanks [redacted]

Product_Or_Service: [redacted],qnmattpad

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like for my warranty to be granted. Due to the fact that I was never able to get in contact with anyone about repairs or replacements of my furniture,and matt. pad.

Business

Response:

Hello,

I purchased three leather reclining sofas for $6100. The sofas I got are defective, and extremely uncomfortable to sit on. In fact my family and I can't seat on them for more than 10 minutes. My back and neck hurts so much because there is no lumbar support on the back the seat sinks in and feels like I'm in a deep hole. I tried to return them one day after delivery and the sales manager and supervisor were completely hostile towards me. The salesman and sales manager had falsely advertised about the sales terms. Before purchasing the furniture, I had asked that if there was anything wrong with the furniture if it would be possible to return it, and they said absolutely. The sales manager said you could cancel the order and you would receive a full refund; however that turned out to be false. My disappointment is profound with this horrible furniture, making me regret ever purchasing from this establishment. I’ve never previously had a problem with furniture retailers before, and I am utterly outraged at the loss of my HARD EARNED MONEY and that I’m currently marooned with this useless, shoddy, and rather expensive pieces of furniture. YOUR ESTABLISHMENT DID NOT HONOR THEIR APPARENTLY GUARANTEED SALES TERMS AND CONDITIONS, ASHLEY’S FURNITURE SALES REPRESENTATIVES LIE TO THEIR CUSTOMERS ABOUT THE PRODUCTS THAT THEY OFFER FOR SALE. THEY DO NOT PERMIT YOU TO READ THE FINE PRINT THAT LIES IN THE TERMS, HINDERING ME FROM POSSIBLY RETHINKING MY DECISION. THEIR CONSTANT DETTERENCE FROM READING THE DOCUMENTS CONCERNING MY PURCHASE SEEMED SUSPICIOUS TO ME, AS IF THERE WAS SOMETHING HIDDEN FROM MY KNOWLEDGE. I ASKED THE SALES REPRESENTATIVE, AN OLDER GENTLEMEN KNOWN BY THE NAME OF [redacted] “ WHAT AM I SIGNING?” HE SIMPLY REPLIED,“ THIS IS ONLY SAYING THAT YOUR ORDER WILL BE DELIVERED IN TWO WEEKS.”HE FAILED TO MENTION TO ME THAT THE FURNITURE WOULD BE A FINAL SALE, WITH NO RETURN ALLOWED AFTER DELIVERY, EVEN WITH MY RECEIPT OF PURCHASE CLEARLY STATING THAT I COULD RECEIVE A FULL REFUND AS LONG AS THE FURNITURE IN QUESTION WAS NOT DAMAGED OR A CLOSEOUT, AND WAS RETURNED WITHIN 15 BUSINESS DAYS AFTER DELIVERY.THIS DEEPLY TROUBLES ME, AS I USUALLY WOULD EXPECT HONEST PROMISES FROM SUCH A WELL KNOWN FURNITURE RETAILING ESTABLISHMENT. IT WAS A LACK-LUSTER EXPERIENCE WITH INADEQUATE CUSTOMER SERVICE AND DISHONEST MEANS OF SELLING. I WILL MOST LIKELY REFRAIN FROM PURCHASING FROM ANY OF YOUR ESTABLISHMENTS EVER AGAIN.

I had the worst customer experience in Ashley since all of my last six years in USA. These folks are SUPER CHEATS AND LIERS. I did a big mistake of not reading yelp reviews and purchased a 14 piece set for $3186 on 03/15. The sales guys [redacted] was nice and helpful. He even offered a 0% interest loan. I am glad that I refused and didn't screw up any credit history later. I did my full payments that day and was promised a partial delivery in next 10 days and a full delivery within 3 weeks. The sales guys talk all HONEY HONEY till you sign that contract paper. Once you are done signing the paper, the horror story begins.
I contacted them 3 weeks later about status and they said its tentatively expected on 4/22. I asked why the delay, they responded saying "DELAYS HAPPEN, ITS THERE IN THE SHEET YOU SIGNED", we can delay our deliveries. I was like lets wait another 2 weeks to see what happens. Two weeks later again same news, delivery is delayed. EACH TIME THEY ONLY GIVE TENTATIVE DATES. Finally I told them to cancel the order, they then told me I shall be billed for a 25% stocking fee, if I did so. This was 6 weeks after I did the full payment. I had a vacation planned in month of May and asked them to deliver my stuff in first week of June without any further delays or reason. I come back from vacation, same tricks again. Delayed by week, then another. Finally I warn them its either 16th June or I call my lawyers. On 12th June, they give me a call again saying its delayed by another 15 days. I had exhausted my patience by then, I called up their Corporate manager [redacted] and told her to give me in writing why it had been delayed so long and I was planning to see a lawyer. She offered me discounts which I refused (didn't offer to give me in writing anything) and then offered me full refund. I gladly accepted it and finally after 100 days of pain and agony got a partial refund for $3156. They refused to pay me $35, because I had taken a "stupid item called throw" with me to home during the sale of purchase. I didn't even use it and they refused to take it back. I am glad I refused to take other items home, the sales guy were eager to pack more stuff in my car during purchase day.
Long Story Short (TLDR):
1) Don't buy anything from them, no matter what the deal.
2) In case you buy, ask for written confirmation (which they won't give); so that you can see a lawyer later. During entire episode, they didn't give give any written communication. Probably others have sued them before.
3) During the entire 100 days of pain and agony, they didn't even bother to tell sorry. Please check my attachment on how they send refunds. No mention of any apology, treat customers like DIRT.
4) [redacted] doesn't entertain you after they are done with sales. They shall tell "CALL CORPORATE OFFICE".
5) They never callback, and corporate office is heavily mismanaged.
6) The only saving grace were 2 ladies from corporate office [redacted] who showed some courtesy to call back and apologize.

I purchased a king mattress and foundation from the Murfreesboro, Tn store on March 31, 2014. I was told that the mattress would be at the warehouse in a couple of weeks. I know that the mgr quoted me a date. I misunderstood thinking this was the delivery date. I contacted customer in the store and was reminded that it would be at the warehouse on that date and I would get a call from "customer care dept" to schedule a delivery. Upon receiving the mattress the delivery man brought it in on his own, without help from the other delivery guy. He dragged it on the doorway and carpet in the room. He set it up. I discovered a huge manufacture sea line 3/4 the way over on the mattress running up and down the length of the mattress. There were also holes as well with this flaw. I was given the option to either keep it till another one was sent out so I would have something to sleep on or they could take it back and it would be a while before I got another mattress. I chose to keep it. The delivery guy took pics of it on his mobile tablet, I signed off giving permission to file a complaint and was told they would go to corporate and expect a call within 30 minutes. I got no call and called them 45 minutes later. I have spoken to a lot of people in the last few weeks on customer care so not sure of all names. I was treated as if I was putting them out by me calling. I was told that a lot of the times the pics don't come in till after the delivery guy's shift. It finally took me taking pics sending them to [redacted] the store mgr. to even get customer care to have pics of the mattress. I could go on and on but I want you to know that after MANY long distance calls to customer care who could care less we finally got another mattress that was flawless delivered. In the middle of all this I was promised by the asst. mgr John at the Murfreesboro store due to my inconvenience of calls and time was offered $150 reinbursment. He said give it 48 hours to clear the bank. He failed to tell me that it was after the mattress was delivered. That was another call I had to make. Our mattress was delivered last Friday May 8. We still haven't been credited the money. I was put on hold for 12 minutes today (long distance) because he was the only one there in customer service. This call was within the 1st hour the store opened. We have spend 6 weeks tons of phone calls, many misunderstanding, the final delivery being late, being spoke to like I'm putting some one out and a promise to make up for it somehow failed as well. I have dealt with a company that has been so unprofessional and rude in all my life. I am making sure that I get the word out on social media of my experience and that others do not shop at Ashley.

Review: The [redacted] store where I purchased furniture for my daughter is constantly changing the delivery time schedule. The contract says 2 to 6 weeks but when we call the store ([redacted], would not talk to me), they are saying 6 to 8 weeks. Invoice [redacted] for three pieces of furniture at around 1500.00 dollars. They keep changing their story on when it can be delivered. They have said the love seat is available but the couch and recliner are not available and they will not make separate deliveries. I paid for delivery when all the signs in the store during the labor day sales were proclaiming free delivery with fine print of free delivery for over 1500.00 in furniture. We feel as if we are being scammed every which way and [redacted] would not even have the courtesy to speak to us on the phone. This is my first experience with Ashley Furniture and I would not recommend it to anyone. I would like this resolved between the corporate office and the [redacted] store.

They are giving us a date of October 10th for delivery and my daughter leaves town on October 14th for a business trip. They said if she was not available when they had the furniture then we would have to pay an additional delivery fee because they would have to send the furniture back and she would have to wait another 6 to 8 weeks. They are being very unprofessional and discourteous each time we have called to resolve the issue. They also said we would have to pay a restocking fee if we cancelled the order.Desired Settlement: We would like delivery of all 3 items as quickly as possible at the expense of the store since they misrepresented time frames. The fine print on the back of the form was not discussed with us during the sales, the sales personnel that sold the items to us did not go over all these differences in delivery dates either.

Business

Response:

Hello,

Review: Several months ago I ordered a red chair from Ashley. Three weeks later they attempted to deliver a green chair, which I did not accept. Subsequently I have tried on numerous occasions to reach the manager of the store and have been given many excuses why he is unable to speak with me. He has also refused to return my calls. Someone at the store told me refunds had to come from corporate and the manager could not help me even if he called.

I contacted Customer Support and was told that each store is an independent dealership and they had to make the refunds. Someone is lying to me. I just want my money back. I do not need the chair any longer as I have moved and do not need it in my new home. I would just like my money returned.Desired Settlement: Just give me my money back.

Consumer

Response:

The address of the store is [redacted] Thank you so much for your help. I was at my wit's end trying to get my money returned.[redacted]

Business

Response:

Hello,

Review: On Sep. 22/2010 I purchased sectional sofas from [redacted]. The sofas are made by Ashley furniture industries inc. we purchased the sofas thinking they are made of leather. when we asked for help with the cream leather sofas no one in the store told us that these are not leather. In April 2014 we noticed cracking in the leather. We are a family of 3. [redacted]. We have taken care of the sofas with the best of our knowledge. In June 2014 all the sofas started peeling badly. I researched and found a manufacturers tag in the bottom of the sofas stating that are made of 100% polyurethane. I did some more research and found out that some compounds of polyurethane are toxic. I brought my complaints to both the seller([redacted]) with a manager named [redacted], & the manufacturer(Ashley furniture) [redacted] at consumer affairs on 8/19/14. I sent them pictures of the sofas and the receipts to prove purchase and the warranties. [redacted] told us that they don't sell any 100% leather furniture, this is a fact that they neglected to inform us about at time of purchase, due to the fact that I would not have spent $1675.88 in cash on polyurethane sofas.I told them that these sofas don't even consist of 1% leather and that they are 100% polyurethane. On 8/27/14 [redacted] from [redacted] called me and said that the warranty is for one year only & that they can't help us. The warranty doesn't state any coverage on polyurethane or synthetic leather material. It only states coverage on leather and fabric materials. On 9/5/14 I called [redacted] at Ashley furniture and she was unhelpful and rude with vague information. We have to vacuum our wooden floors every hour to pick up the shreds of polyurethane. I am concerned about my family's health and frustrated that neither of the two companies have taken my concerns seriously. Please help us resolve this matter Of dishonesty PLEASE!!!

Thank you,Desired Settlement: I would like Revdex.com to help us replace these sofas with none polyurethane made furniture because we would have never purchased them if their true composites where relayed to us.

Thank You.

Consumer

Response:

My name is [redacted] complaint ID: [redacted].The address of purchased products is [redacted]###-###-####.Thank you for responding:)Blessings,[redacted].

Business

Response:

Hello,