Ashley Furniture Industries, Inc.

Review: October of 2013 we made a purchase in the amount of 3245.89 from the [redacted] store. Upon receiving our first statement we realized that our bill amount was for a 160.11 purchase and the amount due (min) was 3.00. However, our available credit was 594.00 of 4000.00. We immediately called GE Capital and went to the store. Neither could handle or fix the issue. We were not going to make payments until we knew what we were paying for thus accruing late fees. Our next statement came and to our surprise, the balance still remained 160.11 with a new purchase balance of 6660.86. Now we were reporting 2660.88 past our credit limit. We had been charged upwards of 3400 for purchases we did not make. It took and act of congress to reverse these charges as Ashley spent nearly 2-3 months trying to figure out what went wrong leaving us to do ALL of the leg work. This is only one example of the hell we have gone through with Ashley Furniture in the last 2 years. We were told that our promo period would start over allowing us through March of 2016 to pay off our promotional purchases. That certainly was not the case when viewing our December bill of 2015 and seeing that close to 2k in interest had been added. Even at 29.9% we do not understand where that amount came from. We have contacted Ashley furniture store multiple times as well as gone in. They do not understand what has happened with our bills from day one. We have also talked to synchrony bank and was offered a 589.00 payoff for those purchases by 1/4/16 in order to reverse the interest. That is great, and appreciated but should not be that case as we were promised March. Also the amounts to not add up and are far from consistent. We have gone over and above what we should have to extend grace and be patient in waiting for Ashley to make this right. 2 years to be exact. We are extremely irritated and want immediate and full attention to this matter. We have also contacted a district store and corporate and have had 0 response after multiple attempts. We very well should have perused legal action when Ashley admitted to pulling the wrong account on two occasions and using our credit for two huge in store purchases. One, without us being there to sign and two....IT WASNT US MAKING THE PURCHASE NOT ONCE BUT TWICE!!!!!!!!!!!!!!!!!!!!Desired Settlement: We want the entire balance on our Ashley furniture credit card account taken care of by Ashley Home Store. We do not wish to have any more interaction with Ashley or the credit company. We also want all credit bureaus notified of the issue should there be any negative action lingering on our credit report.

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. Ms. [redacted] purchased furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question. I took the liberty of forwarding the information provided by the Revdex.com to the corporate office for the [redacted] store, along with a request for them to investigate this matter further and contact 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] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Consumer

Response:

I will rework the original complaint to reflect the [redacted] store.

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,

On November 20, 2014 and November 28, 2014 we purchased $3700+ worth of furniture at your Sugar Land, Texas location (16762 Hwy 59 South, Sugar Land, TX 77479). Our orders consisted of a reclining sofa, loveseat, corner lift top cocktail table, square end table and TV console. (Sales order # **SSN** & **SSN**) Upon delivery of the sofa, there was a tear in it. We called customer service and informed them. They sent a technician out who was able to cover up the tear. Then, about a week later, the corner lift top cocktail table fell while it was lifted up. We called customer service, again, and informed them. A technician was sent to check it out. The technician took pictures and temporarily fixed the table. However, prior to fixing it, we had specifically asked him what the issue was and whether he felt it was a manufacturing defect. He told us that he believed it to be a manufacturing defect and would notate it in his report and that we had two options: (1) temporarily have it fixed by using larger screws (as opposed to the small ones the table came with) and he would report back saying it was a manufacturing defect or (2) leave it as is and he would report back saying it's a manufacturing defect. We went with option one because we trusted his opinion and the fact he would write in his report that the table was a manufacturing defect. Also, we have a little baby at home so for safety reasons wanted it fixed. Generally customer service is suppose to call back and follow up, but they did not. I called and learned that the technician did not write what he said he would. He simply wrote that he fixed it using larger screws. I explained to the customer service agent what the technician had said and the agent recommended sending another technician. There was no point in sending a second technician as the table was temporarily fixed but I agreed anyway. When the second technician came, he said that he will be asked if the table is functioning and will say yes. I explained to him that it is functioning now because a technician came before him and temporarily fixed it. He said there was nothing he could do about it. He said he would simply state in his report that it is functioning and would voice our concerns. Once again, I had no follow up from customer service so I called after a few days and learned that the second technician wrote that the table was up to manufacturing quality. I was very upset, angry and frustrated at this point. This was the second time a technician stated one thing to us and wrote something else in their report. And to say it was up to manufacturing quality was incorrect. The manufactured piece came with screws that were clearly too small to keep the table safely and securely in a lifted position. I explained this to the agent at the time and she recommended sending a third technician. There was no point sending a third one. We were lied to twice. The agent then recommended sending new parts and I found it to be pointless. Clearly the parts that the table comes with don't work correctly. I told her directly that we would like a new piece or store credit. She spoke to her manager and was able to get approval for reselection. And since we bought the matching end table, we were given re-selection on that too. The agent also mentioned that the table we had was discontinued. About a week ago we went to see what options we had at the same Sugar Land store. At the time we didn't see anything that we liked and our little baby was cranky so we left. We went back yesterday (2/15/2015). In all honesty, we didn't like anything but nor did we want to be stuck with the table we had at home. We selected a table and end table but unfortunately it was a little higher than what we originally paid. We spoke to our sales person [redacted] and asked if they would simply match the price given the hassle we had. She spoke to her manager [redacted] but he denied our request. We asked him a few times but he refused. [redacted] was extremely rude and non-understanding while talking to us. From our point of view, we had a lot of hassle from the minute we bought and had the furniture delivered - the least that could have been done was to match the price for a few dollars. We have been buying our furniture from Ashley for years and this was the worst experience we had. First our sofa is ripped. Then the table breaks. Customer service never follows up. We have to keep reaching out. Technicians lied to us on two occasions and now the store manager could not be accommodating. We will definitely not be buying furniture from any Ashley Furniture store in the future and will let others know not to. We genuinely feel that Ashley's quality in products and service has declined tremendously over the years. In all honesty, we would like to keep none of the furniture we got but we have no choice. And that is not a good feeling. You would want your customers to be happy and satisfied with the products they have bought and tell this to others. You can expect us to write negative reviews online so others know how customers really are treated at Ashley Furniture.

Review: I have spent almost $15,000 at Ashley Furniture. I ordered over 4 weeks ago and set a delivery date for July 11, 2015. The delivery people called me today during my estimated delivery time and stated they couldn't deliver today and someone would contact me in 24 hours to set up another delivery time. Also, not all of the furniture I ordered is in but I was told it would be when I purchased everything. I've called multiple people and keep getting the run around. Now I'm trying to call the store in [redacted] and speak to a manager about a refund and no one will call me back. Right now, I spent a lot of money and I have no furniture.Desired Settlement: I would like a full refund from this company for the huge headache they have caused.

Business

Response:

Hello,

Bought the San Marco sofa and love seat set model number 5900038 and 5900035 respectively, and within a year the leather ( which was actually not leather) started peeling off in sheets and pieces from the surface. It came with a warranty but when I inquired as to a resolution for replacement I was told this model was discontinued. No offer was made to replace or provide a credit for their furniture which was clearly faulty.

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 send my bill payment to Ashley Furniture through myonlineaccount.net. This website is the worst thing known to man. First, it doesn't work on Google Chrome or Apple Safari. I had to download a special browser to even gain access. Normally my bill goes through fine. However, my April 8th payment did not got through. I asked to speak to an IT person, but they told me they don't have one. I believe the website somehow cancelled my payment. I believe this was done on purpose to rack up a $27 late fee.Desired Settlement: $27 reversal of late fee caused by website deleting my scheduled payment.

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.

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. [redacted]’s claim.

If Ms. [redacted] or the Revdex.com would like to reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

Thank you.

Tammy [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Review: I made an online purchase on 2/14/16 for McKenna Coffee Table and 2 end tables. I received 1 end table on 2/29/16. On the day of the delivery we got a call that only 1 end table was being delivered. My wife already took off Monday to receive the partial delivery. This is not fair to take off work only to find out that the whole delivery is not there. We already lost work a day of work and pay. They should have called a day or two earlier so that we could have requested the whole delivery together. We had purchased this set for a party at our house which was scheduled for 3/5/16 which was a week after the scheduled delivery. Then no information on the next delivery was provided. So I called a few days later and Ashley's system was showing the delivery being complete. So after going back and forth with customer service, I got a call from the delivery company saying the earliest they could deliver was 17th March which was a weekday so I got it scheduled for 3/19/16 Saturday. I was expecting that they would deliver in a couple of days. This has been a painful and horrible experience with Ashley and I won't recommend this company to anyone.Desired Settlement: First I want Ashley to fulfill the delivery commitment on 3/19/16. Then I want compensation for the lost day of work and loss time trying to resolve this issue.

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 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: 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: 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: 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: 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: 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: 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: 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: ON 5/19/15 I OREDER A KIG BEDROOM SET ALONG WITH A FLORR MODEL TWIN BED I SPEN 3 HOURS IN THE STORE WITH TIMITHY , KEN AND VANCE WITH THEM SELLING ME THE WORD AND PRESSURING ME TO APPLY FOR A CARD.MY CUSOMER ID # [redacted] AND SALE#[redacted] & [redacted] IT WAS LATE AND THE STORE TWINE FOR ME TO CARRY THE FLOOR MODEL OF THE MATRESS HOME SO I RETURENED THE VERY NEXT AFTERNOON AND I WAS ADVS THAT THE TWIN MATRESS I OREDERED ID#1144530M WAS NOT ONLY SOLD TO SOMEONE ELSE BUT THE HAD TAKEN THE ITEM HOME ALREADY. MY DELIVERY DATE WAS FOR 5/29/15 I RECD A CALL FROM 732-548-1200 ON 5/26/15 ADVISING ME THAT THE BED WOULD BE AVAILABLE UNTIL JUNE I NEED IT FOR THIS WEEKEND THE REP TOLD ME THAT SHE HAD A QUEEN FRAM AND MATRESS AVAIBLE BUT I HAD TO CALL THE STORE I ORDERED FROM. WHEN I CALLED THE STORE THEY SAID THAT THE PERSON I ORGINALLY SPOKE WITH COULD HAVE CHANGED IT. AFTER SPENDING ALMOST AN HOUR GOING BACK AND FORTH BETWEEN THE ELMHURT QUEENS STORE AND THE CUSTOMER SERVICE DEPT I WAS TOLD I COULD NOT ONLY CHANGE FROM A KING BED TO A QUEEN SO I ASKED FOR MY MONEY BACK I WAS GIVEN A HARD TIME THEN ADVS THAT THEY COULD ONLY RETURN THE ENTIRE ORDER NOT JUST THE BEDDesired Settlement: ALL OF THE REPS WERE INCONSIDERIATE I PAID IN FULL OVER $2600 FOR A BEDROOM SET AND I WAS TOLD I COULD JUST WAIT FOR THE ITEMS TO BE AVAILABLE IN JUNE. THEY WENT BACK AND FORTH WITH ME AND DID NOT TRY TO ACCOMIDATE ME AT ALL KNOWING THAT I HAVE BEEN TO THE STORE SEVERAL TIMES AND THEY HAD SOLD MY ORGINAL ITEMS TO SOME ONE ELSE. I BROUGHT THIS ON A MEMORIAL DAY SALE NOW I HAVE MISSED OPPORTUNITIES TO GET DEALS FORM OTHER COMPANIES. ALL I WANTED TO DO IS CHANGE THE BED FROM KING TO QUUEN AND KEEP EVERTHING ELSE THE WAY IT WAS SO THAT I COULD HAVE MY ORDER ON MY PROMISED DELIVERY DATE INSTAD THEY ACTED AS IF I DID SOMETHING WRONG WHEN THE ITEMS WERE NOT AVAILABLE FOR DELIVERY AS I WAS TOLD

Business

Response:

Hello,

Review: This is a failure 'to provide safety information in the contract' complaint. My wife and I purchased a Millennium sectional by Ashley on 09/07/2013. We put down $691.57 dollars for the down payment and then financed $2,120.77. We have been making payments and we are within approx. $400.00 dollars of having the sectional paid off. We at no time signed a document in a contract stating that we understood that there are health damaging chemicals used on the furniture. Consumers should be informed of toxins at the time of sale. We asked if the sectional was made of hard wood and we were told it was; however, there is plywood in the sectional which contains glues and then we found out after the purchase that it is sprayed with health damaging fire rdants. The off gassing was so extreme that for the first year and half we had the couch in the garage and it could not be utilized. We have brought it in a few weeks ago to try to use it and my wife has chemical sensitivities and cannot be around it. We did not sign a warning in our contract stating that this product had toxins that would impact our health; we also were not told that it had these products in them.Desired Settlement: We expect a full refund and we expect your company to come and remove the basically brand new sectional. Consumers should be informed of toxins at the time of sale and they should sign a paper stating that they understand the risks to their health because of these toxins. Your contract states nothing of the sort. We will not pay nearly $3,000 dollars and then not be able to use this product.

Business

Response:

Hello,

Review: I purchased a furniture from the Ashley furniture location at the galleria branch in [redacted], since purchase, my furniture which was obviously defective from the onset has had all sorts of problems, and had even been worked on by Ashley furniture repair technicians twice!! Now the inferior leather material on my furniture is peeling off at a terribly fast rate making furniture look ugly.Desired Settlement: My furniture must be repaired or replaced

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: 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: Purchased a living room set with tables and two chairs on march1 , 2015 and was promised delivery date on march 17 2015 and they would call 2 days for confirmation, never received a call so I called on march 17 to check on delivery and was told that the big sofa did not make it and they will deliver the rest on march 20 ... I told them its ok and asked about the big sofa and they informed me it would be in for march 25 so I accepted partial delivery on 20th and it was missing big sofa and one chair........I called in to check on 25th they told me they reset delivery for april 1st , I was ok ..........april 1st came they never called to confirm delivery so I called today (april 1st) and they told me the truck had no roam for the sofa and they would contact me later for the date.......got a call at 4pm telling me delivery will be on april 8th I told her you guys been lying about delivery so she directed me to go to store which I did ....customer service rep was on hold with them for like an hour and they told her driver in route to the house which is not true since I havent received a call from driver so spoke to the manager and demanded a letter about confirmed delivery or I dont need products anymore .......he directed me to cooperate so its back and forth between cooperate and store I ended it up calling police to resolve the problem ....offcourse manager told them I was too loud and disturbing other customers which is not true......I left from there and have no idea of when delivery will be........I WILL NEVER EVER BUY OR RECOMMED TO OTHERS ......BAD WAY OF DOING BUSINESS WITH ZERO CUSTOMER SERVICE AFTER SIGNING THE BILL....... SHAME ON A STORE DOING THIS WAY OF BUSINESSDesired Settlement: Would like a letter stating date of delivery otherwise cancel my order and refund money

Business

Response:

Hello,