Ashley Furniture Industries, Inc.

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,

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: 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: 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: 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: 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