Ashley Furniture Industries, Inc.

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: 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: 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: 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...

unhappy with Ashley furniture . Bought over $1,000.00 worth of furniture at Ashley's and happy with it, until .... I got 2 lamps and an end table. Tried to return them and wanted my money back. NO such luck. Waited on line for 2 hours to talk to someone . Then was told no one was there to help me, I have received more run arounds than ever, Plus no one knows what to do. All I want is my $502.00 Right now they have my money and we have no product. The best thing is , we ordered 2 lamps they do not have the lamps, never had the lamps since April, but sold them to us. Want my money,

I bought a couch here and the product itself is fine, however the Ashley Furniture service made the process unlivable. It was truly the worst interactions I've ever had with a company. I bought this couch a month and a half ago and it finally got delivered yesterday. I wound up being charged an extra $300 to have it delivered/ CUT DOWN. They wasted my time, my money, and were completely unapologetic. I rarely write reviews, but felt other people needed to know what a terrible experience I had. I've told every person I know not to use this company. I will never use them again.
They

Review: Unable to fix a bedroom headboard.

I bought some furniture back in July and they delivered one bed room set that they were unable to put together due to not having the hardware. I went to the store where I bought the bedroom set and they gave me another one that unfortunately that one didn't work and the store Manager state it there was nothing he can do and that I need it to deal with Ashley Corp.Office. On Aug 2nd I spoke to a Customer Experience Supervisor and I send her some pictures of the head board and she stated she will take care of it and on Aug. 9th I email her again saying: your Team was not able to fix it.Please let me know what is your plan. She did not answer So on Aug 21st I had to call the Corp Office to get an up date due to that Supervisor never responded it to my email. It has been a nightmare dialing with Ashley Furniture just for them to get this headboard nightmare taking care off. And today Aug. 27th over a month later I spoke to another rep from Ashley and I'm going to have to wait another week for someone to bring hopefully the right headboard and the only thing Ashley its offering its $200.00 credit for all this waiting I had and still do and me calling and emailing people just for them to replace a "Headboard"Desired Settlement: I was not really seeking ant credit at the beginning just for them to install the right headboard but after more then a month I'm seeking full credit for all the time they made me wait.

Business

Response:

Hello,

Review: In October of 2012 I purchased a bedroom set, entertainment unit, and sectional from Ashley Furniture Homestore in [redacted]. Over time the sectional has begun to "break down", and show serious signs of wear that should not occur with something that is only a few months old. The fabric has started to wear thin, unravel, and change color in several areas. There is not enough cushioning between the top of the frame and fabric, which has caused the fabric to become "shiny" as it stretches, and it is actually tearing in the corners. The fabric is also stretching to the point where you can see the lining on the back of the cushions. I decided to write a letter to the store in June, but received no response. I then decided to go to the store and spoke with [redacted] in customer relations. I showed her and a manager the pictures I had taken, and she agreed that this was not normal wear and tear. She gave me the email to Ashley customer care and told me to email the pictures. After no response from the email, I called customer care and spoke to Michelle. I explained the extent of the issues, and specifically told her that although we are still under warranty, this damage is beyond repair because the entire sectional would have to be re upolsthered in a different fabric, since the current fabric is the issue. She assured me that this would be escalated to someone who would call me and discuss my options. No one called me, instead I started receiving replacement cushions in the mail, and finally received an email from customer care stating that I was to call them once I received the "parts" so that they could schedule a technician to come out. I called customer care back and explained that I never authorized them to send me anything, and never agreed to this repair. I was told that a supervisor would call me, but after a week I became frustrated and went back to the store. I spoke with [redacted] and [redacted] at the store, expressing my frustration. I was told by [redacted] that she and the manager at the store would "take over" at that point and I did not have to deal with customer care anymore. After several weeks of going back and forth, [redacted] called me and said that she had received "approval" for me to come back to the store and re select something else. About 3 weeks ago, I reselected better quality furniture and paid $600 additional. My delivery was scheduled for August 16th. On the 16th, two delivery drivers came into my home and started taking pictures on their phone. I asked what they were doing and they said that they had be told to send these to corporate. I contacted [redacted] at the store and she was crying. She told me that "[redacted]", a manager at corporate customer care was not going to deliver our furniture because our sectional appeared to be "soiled". I told [redacted] that I have pictures of my own, and I assured her there were no soil stains, and what they were seeing was the discoloration on the fabric from it being worn in several areas. I received a call that day from [redacted], who told me he wanted me to send him more pictures via email and he would make a decision on Monday and call me. Today he did not call. I received an email from him stating that the sectional was soiled and he would offer to send out a technician. I contacted Ashley Furniture, the manufacturer today and told her what has happened. She was extremely upset that this has happened and has assured me that she is going to do something, but I haven't heard anything as of yet.Desired Settlement: After the way I have been treated, the only acceptable option is a full refund for the sectional, so that I can take my business elsewhere.

Business

Response:

Hello,

Review: I purchased a leather couch, sofa, chair and ottoman in December, 2005. I purchased the extended warranty with these items which was to cover me for a ten year period. There is a lifetime frame warranty. There was a one year leather and upholstery warranty that was factory coverage in addition to the extended. Within six months the couch and loveseat were peeling/cracking with no use other than normal occasional sitting. They refused to repair. I called repeatedly, spoke to managers at the [redacted] store where I purchased. None would help under factory or extended warranty. I called the warranty company and Ashley. None would help, all stated not covered though it reads clearly in the verbiage that it is. Now the frame is broken in the couch and again, I am being told it isn't covered. This is deceptive practice in warranty and terrible, terrible product performance. I paid $2999 for this set and warranty.Desired Settlement: Either a refund for 60% of the price as I was denied use of 60% of the product, had to cover with blankets, was lied to, had terrible looking furniture in my home, etc or a replacement of defective items.

Business

Response:

Hello,

Review: I bought Ashley Sofa, Loveseat, recliner, dining table and chairs and center table for $2500 in June 2010. Within One year the leather in the loveseat start ripping off, I launched complaint, they sent the leather cover and asked me to fix by myself. Then in past two year all my other sofa, loveseat not only the sitting area and head rest area, even the handrest every where it was ripped. Now it is no warranty but I don't know where to repair as well.. The product is ashley is very bad, even the Dining chair which was along with this also ripped off. I am ready to pay some money for repair but there is no help for repair too from Ashley company. It is full waste of money. Need help to get these fixed and Revdex.com should help consumers saying clearly that these leathers from Ashley furniture will rip off..Desired Settlement: I want all the products to be replaced with good quality, I am fine paying some money additional.. but all the things are now waste. No one is sitting as it is looking ugly.

Business

Response:

Hello,

Review: My wife and I purchased a table from Ashley Furniture Homestore in [redacted]. The table has been in our home for approximately 10 months now. During the majority of this time, the table was covered with a cloth and the table was hardly used. Around March, my wife and I took the cover off to wash the cloth and we discovered that the table had chipping, beveling, bubbling, and what appeared to be scratches but wasn't. What my wife and I discovered was the table appeared to have a laminate like finish (much like the laminate covering you would put on text books as a kid) and the laminate had beveled, bubbled, and chipped causing the table to look like it had scratches in several places as well as several unfinished in large areas where the finish had peeled off. Clearly, the finish on the table wasn't applied correctly or something was wrong with it. So, my wife and I contacted Ashley Furniture about honoring our manufacturer warranty which is valid for 12 months after the purchase and is still valid today, yet we have been stonewalled by their customer service who aren't even interested in taking any acting at all, including just sending someone to see the table. The customer service employees I've spoken to include [redacted] and [redacted]. Worse yet, I caught [redacted] in a lie and both [redacted] and [redacted] all but called me a lair and told me that I must have clearly abuse the table. I guess barely using a table is abuse? Either way, it is clear to me that no one I've spoken to is interested in helping me that is why I need to get a third party involved to help move this forward.Desired Settlement: I would Ashley Furniture to honor the manufacturer warranty and replace the table.

Business

Response:

Hello,

Review: On Saturday July 19th, 2014 I went into the Ashely Furniture Store Owned by [redacted] in [redacted]. This Ashley store is located at [redacted] ###-###-#### At the time I spoke with [redacted] Sales Person and told her that I was looking to purchase a new bed and a Hideaway sofa. After looking at the sofas I did not find anything to my liking. And moved on to beds. She informed me that they at running a special of anything over $2,000.00 they are offering 20% off as well as a free bed with purchase of a mattress. I selected a bed that was listed on sale as a set for $2,099.95 (king) and that made me eligible for the 20% off and the free bed. At check out they advised me that the set did not include the bed, or the bed or the 20% off. When I advised her this is what I wanted they agreed to give me the 20% discount and bed however they could not give be the base unit. After speaking to [redacted] he said I would get fired if I gave that to you. And agreed to substitute to a less value base. This was not acceptable but I need to leave so I accepted it until this issue could be resolved. Also I did not receive the free bed, stating they would out of stock and it would be 6 weeks until it comes in. ( I do not expect that I will ever receive this bed) I tried calling [redacted] in [redacted] Directly and left several messages but no one called me back about this issueMy Contact information is Jerry [redacted]Cr [redacted]###-###-####

Product_Or_Service: LA 340005 KM

Order_Number:[redacted]Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like what was advertised and give met the set that I requested.

Business

Response:

Hello,

Review: We purchased a leather couch and oversized ottoman on 1/4/14 with a 5 yr protection plan as the sales lady [redacted] told us their warranty plan covers scratches, stains, tears, breakage, etc.... We asked her if our cat scratched it the warranty would cover that she said of course 100% coverage no issue and no questions asked! She also knew we have 2 children and told us if anything broke it would all be covered. On 8/29/14 my son sat on the ottoman to put on his sneakers and the beam underneath cracked in half. When I called the warranty number they took our information in two separate phone calls 2 weeks apart as there was no return call after the first report. After the 2nd call per their request I sent pictures, I was told someone would call in 2 days. No one called so by the 5th day I called, I was told the claim was denied as the warranty would not cover breakage they only cover accidents. So I called the store to ask why, they told me that the warranty will not cover scratches or breakage. We explained what [redacted] told us in the purchase day and their response was that's too bad as our warranty would never cover those things. They told us we were out of luck and too bad. So we now have a broken and scratched ottoman that has only been in our home for 7 months as it was delivered late due to them forgetting it the first delivery and we are out $349.99 on a warranty that covers nothing.Desired Settlement: We would like a refund on the warranty of $349.99 as it covers none of the things the sales lady promised. We would like our ottoman completely replaced.

Business

Response:

Hello,

Review: We purchased a sectional in November 2013, less than a year later the frame is pushing through the armrest fabric. I contacted [redacted] who told me that we have a 7 year warranty in the sofa frame and asked that they contact Ashley. Ashley sent me an email and asked that I send photos, and I did. I was contacted a week later to be told that it would cost me $99 to send a someone out to repair it at my home, or I could haul it myself 45 miles to a warehouse to drop it off. I was never told, nor do I see any section in my paperwork that talks of charges to fix warranted parts. Dose that not defeat the purpose of a warranty? Not only is the sofa below par quality to begin with, but Ashley knows that you would be an it to pay for a covered repair! I would never purchase any Ashley furniture ever again. False advertisement on the part of Ashley and [redacted]. If this has happened after 11 months, I'll be sitting in a pile of rubble in another year. You know your furniture is garbage that will fall apart, do you count on the warranty charges for extra money ?Desired Settlement: Allow us the money we paid for the cheaply made sectional towards any other in the [redacted] store we purchased at in [redacted]. I don't want any Ashley furniture. I should have read the reviews of Ashly prior to purchase. Not a good Revdex.com rating. All similar complaints.

Business

Response:

Hello,

Review: On Oct 12, I ordered some new Ashley furniture from Ashley's authorized retailer - [redacted] in [redacted] (Address: [redacted]). The payment amount was $2,500 and I paid the retailer in full with my credit card. The furniture was scheduled to be delivered on Oct 25.

However, on the delivery date, the retailer suddenly cancelled my order and did not deliver me any furniture per the purchase order. Even worse, the retailer even took my payment without refunding me.

When this retailer tried to sell furniture to me, they used Ashley brand to try to convince customers to place order.Desired Settlement: This merchant used a lot Ashley brand to advertise their furniture and said they are authorized and specified Ashley retailer. As such, I ran into the fraud trap set by this merchant.

Therefore, I request Ashley corporation to ask the merchant to fully refund me as soon as possible.

In addition Ashley should consider blocking this local furniture store from reselling Ashley furniture. Otherwise, Ashley's reputation will completely be damaged by this local merchant.

Business

Response:

Hello,

Review: My husband and I purchased furniture from Ashley in June of 2013 and again in January 2014. At first we were very satisfied with the whole experience. Until we noticed that the quality of our furniture is mediocre. Our couch has sags in it, stitching is coming out. When we made these purchases, the warranty was the selling point, each salesman informed us that if the stuffing got flat, stitches came loose, wood was scratched or even our dog caused a tear that this warranty would cover any damage caused, this made sense as we were paying extra for it. Turn out today 11/11/14, I called the extended warranty company that they use, which we purchased on top of our furniture to ask how to file a claim about the saggy cushions and stitching that is coming loose. I was informed that the warranty only covers ACCIDENTAL damage and if any damage caused by my pet would not be covered ever at any point in the future. I them called the Ashley store I made my purchase from, [redacted], talked to a sales associate about this issue and he had stated that these said issues should be covered and would have customer service contact me. Once I received the phone call from customer service( [redacted] ext [redacted]) I was informed once again that these said issues WOULD NOT be covered and I would have to pay for them out of pocket. They charge 89.00$ an hour plus tax for labor and I would be responsible for any of the labor needed. I informed her that I should not have to pay for something that was sold to me with untrue facts. I then called the [redacted] store again, I asked to speak with a sales associate and asked [redacted] about their warranty product, He then stated that if was a 5 year warranty that covered and I quote " ANY ACCIDENTAL DAMAGES", I asked him, " So, if my dogs to nail accidentally causes a tear in a sofa for example will that be covered and he said " PROBABLY". In my opinion these sales associates are NOT trained on the additional products they are selling. When asking about a warranty there never should be a PROBABLY as an answer. I then talked to [redacted], the [redacted], she did not understand where I got my info from, she stated " We have presentations with the warranty company all the time and I am pretty sure that animal scratched or tears are covered. My main point is we were told one thing during purchase and now that we need assistance, its NOT COVERED.Desired Settlement: We would like a FULL refund for any warranty that we had purchased, not a PRO RATED JOKE. I also would a refund for all my time and money spent within their stores. We have spend over 7,000$ in the last year and now we are stuck with products that are breaking down WAY faster than normal, Scratch to easily and are basically GARBAGE!!!! I would never have bought from Ashley knowing that their warranty is just a bunch of SMOKE and MIRRORS. I am not asking for all my money back but there needs to be some compensation done when I have proven that this situation isnt a fluke and its a common issue with the employees not being educated on specific item they are basically UPSELLING. I really hope we can come to an agreement. This is also being forwarded to the Attorney General.

Business

Response:

Hello,

Review: Purchased sofa and loveseat from Ashley furniture in Oct. 2011. Almost immediately, we had a peeling issue. We have not received any satisfaction. A repair was done once, and the same peeling occured. Customer service is Value City which must be the parent cpmpany. The repair took months to complete, and the same thing occured almost right away. The peelng sheds all over the house on everyones clothing. When I called today for custoemr service, they requested pictures. They also said they would not refund or replace furniture. There is no way to repair this funiture. I have pictures and cannot get them to the website because it is not correct. They do not call back either. I have to cover the furniture so that it will not be all over everyone's clothing.Desired Settlement: I want the furniture removed. It is very heavy reclining furniture. Habitat for Humanity will not remove it because the damage is so severe. I want a refund so that I can purchase new furniture.

Business

Response:

Hello, Thank you for contacting Ashley

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

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

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

Review: I received the following response to a prior complaint I sent to the Revdex.com "

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. [redacted] purchased furniture from an Ashley Furniture HomeStore in city, state. 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 Ms. [redacted] to discuss her options.

If you have additional questions or concerns, please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.

Sincerely, [redacted]Desired Settlement: I look every company up before I make a purchase. Ashley Furniture has an A rating. Perhaps it is because they say problems are the responsibility of the store where the purchase was made. This is incredibly misleading, and needs to be looked into.

I have heard NOTHING from the store where my purchase was made. The fact that the store did not respond to the corporate offices request to contact me is telling. I want my problem resolved. I don't want to be passed around. Perhaps the home office needs to talk to the [redacted] store, instead of nicely asking them to contact me. It is evident that they are not going to do so.

Business

Response:

Hello, Thank you for contacting Ashley Furniture

Industries, Inc. Since the stores are all independently owned and operated, they develop and implement their own policies and procedures. However, per the manufacturer's Claim Procedure all warranties are through the retailer. [redacted]Ms. [redacted]'s concerns have been forwarded to the appropriate parties at the [redacted] HomeStore Customer Care department. It has been recommended that they contact Ms. [redacted] to further discuss her concerns. If she has any questions, we suggest that she contact them at ###-###-####. Sincerely,[redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

Review: Power recliner function of sofa stopped working while under warranty. Store is not honoring the warranty after it promised to honor it.

I purchased a loveseat and a sofa from Ashley furniture store in [redacted]. The Power recliners function has stopped working within 6 months after buying these furnitures. I have called the store on several occasions to repair the furniture which is still under warranty. After more than half a dozen phone calls over the last 4 months, my furnitures are still not repaired. The customer service representatives give conflicting information. They even told me once that the parts were shipped to my home address, which is far from truth. When I called their office again today, a new person told me that the parts were ordered only 2 days ago.Desired Settlement: Honor the manufacture warranty and repair the furnitures within next 7 days. If you cannot repair them in next 7 days, please refund the money in full.

Business

Response:

Hello,

Review: Non Delivery of Products as agreed. Company caught in a lie.

On 02/14/15, I purchased multiple items of bedroom furniture from Ashley Furniture Homestore at [redacted]. My sales order was [redacted] and my salesman was Mr. [redacted]). On 02/14/15, before purchasing the products, I was informed by Mr. [redacted] that ALL items of my order were in stock. I was also informed that my delivery would be on 02/18/14.

On 02/17/14, I received a phone call from Ashley Furniture in [redacted], advising that "pieces of my bed were forgotten". Ashley Furniture requested to perform a partial delivery on 02/18/14. I advised Ashley Furniture that I didn't want the furniture delivered if it was not all complete. I asked when ALL the furniture would be in and they advised that it could ALL be delivered Friday, 02/20/15.

Between 02/18/15 and 02/20/15, my wife and I cleared out our bedroom (removed dressers, removed bed, etc.) as requested by Ashley Furniture and also cleared a path through the home. Everything was prepared at my home for the delivery of the furniture as Ashley furniture requested. I had also requested and received that day off for the delivery.

On 02/20/15 at approximately 0930 hrs, I received a call from Ashley furniture advising that the furniture truck would arrived for delivery in approximately two hours.

On 02/20/15 at approximately 1030 hrs, I receive a call from Ashley furniture advising that the truck was enroute, BUT that it had all pieces except the bed. The lady advised that the bed was still being manufactured and they haven't received it yet. She said she noticed in my file that I wanted it ALL delivered at the same time and that the truck did not have the bed. I was so irate to hear this that I hung up the phone. I was upset cause (1) now I have to put a mattress on the floor for my wife and I to sleep on or put the old bed back together (2) they lied....not once, but twice. (3) I could have worked the day. (4) THE BED WILL NOT BE READY TILL THE 27TH OF FEBRUARY!!!!!!!!!!

Continuing on 02/20/15, I called back to Ashley Furniture in Charlotte. I requested for a manager to call me so they could really understand what has occurred and how a customer has been treated. Well....still no phone call. So, customers come SECOND at Ashley Furniture. I must say that the lady on the phone said "I can give you a gift card to use on a future Ashley purchase". I DECLINED (no amount was told to me that I recall). Why would I spend another dime of not just my money, but ANYONE'S money, at Ashley furniture again?

Lastly, I considered a purchase at Rooms To Go. Why did I not purchase there? Because they were out of stock...HMMMM, at least Rooms To Go told the truth.Desired Settlement: Just Treat Customers RIGHT! Choose to do the Hard Right over the Easy Wrong.

Business

Response:

Hello,