Ashley Furniture

I am very displeased with Ashley Furniture in Goldsboro. NC I received my sofa plus a big hole in the sofa I ordered. Now I have to keep calling them as a reminder that I have a big hole in the back of my couch and when will they be coming out to repair? Answer end of May. I purchased ($4000) this in April, 2022 and yes I have insurance. I wish they would check there furniture before delivery and wrapping up. But they didn't hesitate to bill me. Terrible business.

[redacted] did purchase funtiure from Ashley Furtniture in Feb of 2017, they also signed the receipts and initialed where returning the product would warrant a 20%restocking fee on the date of purchaseAshley Furniture has tried to resolve the problem by offering to replace the furniture, fix the furniture, or even reselect to another group and the customer does not want to do anyOur policy to fix the furniture in the home if able first but we have offered to go above and beyond for the guest as we try to always do [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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, [redacted]

customer was delivered on November 13th During delivery customer had refused table and chairs due to being the wrong color, and two drawers on the five drawer chest that the two bottom drawers were not even She was also having issue with the legs on the sofa We ordered legs on November 13th to customers house to replace the one on her sofa We also ordered two new drawers on November 17th for her five drawer chest to fix the issue of drawers not being even We called to follow up with customer on November 17th to inform them of what we had ordered and that it would be shipped to their home and to call us when they arrive and we would send a technician out When customer care called one number was disconnected and on phone number has no voicemail Customer care called again on November 18th to follow up about parts ordered to home and same thing, first number was disconnected and second number has no voicemail We tried multiple times to reach customer and always phone disconnected or no voicemail Last point of contact from us was on December 21st at 10:48am to schedule the technician and same result, first phone disconnected and second has no answer or voicemail We would be more than happy to get in touch with [redacted] to have issues fixedThanks Christopher AbshireDirector of Guest Services

Ms***s's damaged dresser was approved for replacement by the manufacturer in We received and had available the new dresser from Ms***'s warranty claim on 12/ After year of contacting her to pick up and she never came to get it, the merchandise was released for purchase by other consumers on 12/5/ The dresser has since been discontinued by the manufacturer and the warranty perod of year from the date of purchase has expired The manufacturer will not allow a new claim to be filed after the year time frame

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Ashley Furniture regarding complaint I* [redacted] Regards, [redacted] ***

As per our previous response to [redacted] complaint, We do have our sales persons go over our Sales policies with their customers and initial all areas that pertain to their particular saleI have attached [redacted] initialed copy showing that she did initial the first line item that states: Sales are Final-All returns, Refusals, or Cancellations will result in a 20% restocking feeI also spoke with [redacted] and confirmed that she covered our policies with her customerThis furniture was picked up by the customer from our Distribution Center in Nitro WV so if there are any issues with the furniture such as repairs, we will service in our shop as well as order replacement cushions up to one year of purchase.Thank you, [redacted] ***Guest Care Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is in response to the complaint I recently made against Ashley FurnitureI purchased this after talking to the saleslady [redacted] She told me several times she would do right by me There was not a display for me to see so she showed it to me on the computer I was not told anything about the furniture when I purchased it on 11/28/ When she wrote the sale and I signed , initialed the sales slip I was not told about any 20% restock fee if I returned it My Daughter-In-Law, [redacted] was standing at the counter with me, she can verify I was not told about the return fee After I returned home I called her to ask if the matched prices She said sometimes they did I gave her the name of the company and the price that was posted on their website When I called her back she told me they could not match the price I never heard from them when the furniture came in I waited a while and inquired if it had came in, she said she would check to see She said yes it was in and I told her I was supposed to be called which she said they did call and I told her I was not called I have answering service, also my phone has answering service on it, I checked both and I was not called, their phone number was not on my phone either This was in 01/that I called them to see if the furniture had arrived After I received the furniture I called and talked to [redacted] that I wanted to return it because of the pillows that went on the back, there was foam sticking out of the arms and the wood piece on the bottom of the couch was not sturdy I told her it was poorly made She told me that she was not calling me a liar but the furniture was not poorly made, I feel that she was calling me a liar The next day the manager called me and said I could exchange it but I would still have to pay the restock fee of 20% If you can not get my money back or they let me exchange it and not have to pay the restock fee I would be very thankful if you would help me with this matter My husband and I are elderly and on a fixed income We can not afford to give extra man who has a policy just to get as much money as they can anyway they can.Amount of money that was paid to Ashley furniture:$ $ 214.00—Warranty_______________$ Regards, [redacted] ***

I have attached copies of [redacted] signed Sales receipt. On the back side she initialed all three parts of the agreement, including: ALL Returns, Refusals, or Cancellations will result in a 20% restocking fee.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was promised a refund of $for the delivery fee, and was only refunded $I have a receipt from the store stating it would be $ Regards, [redacted]

The customer has been contacted and the matter has been resolved All of our scheduled dates are "best estimates" that we are given from the manufacturer and are subject to change This is stated on our sales agreement Unfortunately, the headboard ordered was a popular group and was out of stock The customer has decided to wait on the headboard to come in and be delivered when it is available We have agreed to accomodate the customer by selling her the chest at a 50% off discount due to the miscommunication and due to the wait time on the headboard

Dear ***, Thank you for providing us with the opportunity to respond to our customer's concernsWe delivered a new box spring and frame to our customer's son on 11/30/ Delivery was accepted We believe this complaint is resolved

I did speak with the customer and did explain that Ashley Furniture's Warranty was that items are to be repaired first if not able to repair than replace The wooden frame was broken on the sectional they had purchased Technician did visit customers home but did not have the correct wood to fix item at that time I was able to get them worked in on the following Monday to repair the sectional The technician went out and was able to repair sofa After the job was completed the customer signed off with no complaints stating they was happy with the repair and there was no further comments I was unaware of any other issues with the items, since the technician was able to repair the sectional successfullySincerely, [redacted] Director of Guest Services

On Sept 12, 2019 my husband and I purchased $ 6500.00 in furniture from the Harahan, La store, with a planned delivery for (4) weeks, no problem. I received a telephone call to schedule delivery, which was set up for Oct 12, 2019. On Oct 10, 2019, I received text message to confirm my Oct 12 delivery between 12:30 and 3:30, which I confirmed. On Friday, Oct 11, 2019, I received a phone call informing me that my furniture was on back order, and could possibly be received by the warehouse on Oct 16, 2019 ( POSSIBLY, no guarantee) I was informed to call back on Monday Oct 14, 2019 to follow up on status. I should NOT have to follow up on my status ! Customer Service is horrible, no one seemed to know anything, as I was given different information by different CSR. I went into the store that I purchased from, spoke to Erica the manager @ so called help desk, I spoke to sales floor manager (Dwayne) and store manager (TISH), all we're pushing me to someone else, again no help ! When I received the text for delivery confirmation, I sold my old bedroom set, so now we are sleeping on the floor indefinitely... THIS IS TOTALLY UNACCEPTABLE AND UNPROFESSIONAL BUSINESS !

On Sept 16, 2019, we ordered a large TV stand and coffee table, with the expected delivery date between the last week of Oct and the first week of Nov. I have since received a call stating that it will not be until at least Nov 20, 2019 (NO GUARANTEE), it all depends on how many of the items they receive, and how many other customers have ordered the same item.

First order was done on Ashley (Synchrony card), so it hasn't been charged yet. Second order was charged on my personal credit card, and has been charged already , with still no guaranteed delivery !

HERE WE ARE APPROACHING THE HOLIDAY SEASON, AND I PURCHASED $ 7,500.00 WORTH OF FURNITURE FOR HOLIDAY ENTERTAINING IN MY HOME, WITH NOTHING BUT ISSUES OF GETTIGN WHAT I HAVE PAID FOR !

I WILL ALSO BE SENDING A CERTIFED COMPLAINT TO CEO, MR. TODD WANEK @ 1 ASHLEY WAY...ARCADIA, WI 54612

In regards to the issues described by Mr***, it seems
there is a difference in the recollection of events that have taken place thus
far. Without going back and forth about
the issues, it is my understanding that parts have been ordered to repair the
broken pieces of the bed at no charge.
These will be put on the bed by our technician as soon as they
arrive. As to the gap in the bed, the
only thing we can try to accomodate the customer is to order another complete set of king rails to replace
the ones he has now. After looking back
at our records, we have never ordered this bed as a California king bed
before. However, we have had parts
shipped incorrectly from the manufacturer on occasionWe know that the rails
that came in for this bed stated on the box that they were for a king bed, not a
California King, but are willing to order in another set just to see if this
helps the situation. If it does not, there
is nothing further that we can do. This would
mean that this is how the bed was made by the manufacturer. The tech will install the new rails when he
goes out to replace the broken parts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

on 10/5/I applied for credit after finding a sofa I loved I explained to the salesman that I was doing some remodeling and would not need delivery right away He said I had up to three months to schedule delivery I called to schedule delivery in November to be told it was not in stock I did not have the sofa for my birthday not Christmas I called four times and was promised a call from the store manager and not once did she call Once I finally reached her she was very defensive and said my concerns were irrelevant because the sofa could be delivered on 12/28/ She did not want to discuss a verbal agreement the salesman had made on the pricing of another item and said that I had a signed the contract and it was final I am normally a little better with getting things in writing this was a financial loss to me I will never buy her again

** *** *** *** did purchase funtiure from Ashley Furtniture in Feb of 2017, they also signed the receipts and initialed where returning the product would warrant a 20%restocking fee on the date of purchaseAshley Furniture has tried to resolve the problem by offering to replace the furniture,
fix the furniture, or even reselect to another group and the customer does not want to do anyOur policy to fix the furniture in the home if able first but we have offered to go above and beyond for the guest as we try to always do *** ***

[Complaint: 10686001I am rejecting this response because: When they called they never informed me that I only had a certain time frame to have someone pick it up. Because I had infomred them my father was the one that was going to have to pick it up and he had open heart surgery and surgery on his arm. So he was not able to drive or lift. Them knowing all this this and knowing the item was damged they could have delived the item at no charge. So now they have given my dresser to someone else and now I have a damanged dresser. Again they never informed me when they called me about picking the item up. And I had explained to them several times what was going on and had no idea when I would be able to pick it up. They NEVER said you only have a YEAR to pick it up. I will not buy anything else from Ashley. They have poor customer service and they do not try to please there customers. I will also let others know about how Ashley furniture does. I spent alot of money on my bedroom furniture and now I have messed up furniture due to Ashley. I will also post on facebook to let others know about my experience with your sorry store! Since you got rid of my replacement dresser you should give my money backRegards,*** ***

*** *** has all of the pieces of her bedroom at this point, we did have to reorder the dresser twice but she now has accepted delivery of the items, they are not two different colorsAll pieces are the same suite*** *** paid the sale price according her sales history, she should have taken
that up with the salesperson at time of payment