Ashley Furniture

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 sale. I 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 fee. I also spoke with [redacted] and confirmed that she covered our policies with her customer. This 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 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 $89.99 for the delivery fee, and was only refunded $39.88. I have a receipt from the store stating it would be $89.99.
Regards,
[redacted]

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 successfully. Sincerely,  [redacted]Director of Guest Services

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.

This customer did purchase from our local Home Store.  As we have discussed with her, where she moved to [redacted] we cannot service the chair since we locally owned and operated.  We explained what she needed to do was to contact the local Ashley Homestore where she moved to or...

could contact Ashley Furniture online as Ashleyfurniture.com and they will get the issue taken care of quickly with a store local to her.  We apologized for the inconvenience but we cannot service someone in [redacted] from West Virginia.  Thanks Chris AbshireDirector of Guest Services ** [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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 Furniture. I 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 11/28/2017.  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 01/2018 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:$2404.46  $ 214.00—Warranty_______________$2618.46
Regards,
[redacted]

We have spoken to the customer and also the Homestore he purchased from an have advised them that the tables were ordered incorrectly.  The store will be responding to Mr. [redacted] to get the situation taken care of with him.  To either order the correct tables or whatever we need to do to...

make Mr. [redacted] happy. Thanks again,[redacted]

font-size: 11pt; font-family: Calibri,sans-serif;">I contacted our customer on 11/10/15.  I researched the issues and on 11/13/15 responded to our customer.  We worked out a solution that was acceptable to our customer.  I spoke to our customer on11/20/15to confirm resolution.  I believe this is completed.
Thanks for your help with the login.
[redacted],  Director of Customer Experience
Boston, Inc.   dba Furniture & ApplianceMart, Ashley Furniture HomeStores
2917 Business Park Drive
Stevens Point, WI     54482

[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]

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.

I purchased a Samsung Washer and Dryer in June of 2012 and have nothing but problems with both. My biggest issue is with the washer not cleaning our clothes and it has now started to damage clothes. I have had numerous service calls the first one they had a ticker that it needed to have the water pressure sensor changed out. The washer is a piece of junk. I have gotten nothing but the run around from the service department they are rude and tell me I am using too much soap and not cleaning the washing machine enough. I use the correct amount of soap and use the special soap for this machine and I clean it on the pure cycle every two weeks. The inside of the rubber seal always has black gunk in it and it is starting to have a bad smell. The last time the service worker was here about a month ago ran the washer in the diagnostic mode and I could not believe it when I looked in the washer it was soapy and the water was dirty I did take pictures of this I was told that there is nothing they can do about it. I will never buy from this company again and I have spoke with so many other people who say the same thing about them

Ms. [redacted]'s bed came with a one year manufacturer warranty.  This time period has expired.  As a goodwill gesture to promote a positive customer experience, we offed to send a technician to her house to make a repair at no charge.  The customer refused the repair and said she only...

wanted the full purchase price returned.  Ms. [redacted]'s bed is out of warranty and therefore will not be refunded.

Dear [redacted],
 
Thank you for providing us with the opportunity to respond to our customer's concerns.
We delivered a new box spring and frame to our customer's son on 11/30/15.  Delivery was accepted.  We believe this complaint is...

resolved.

Ms. [redacted]s's damaged dresser was approved for replacement by the manufacturer in 2012.  We received and had available the new dresser from Ms. [redacted]'s warranty claim on 12/5 2012.  After 1 year of contacting her to pick up and she never came to get it, the merchandise was released for...

purchase by other consumers on 12/5/2013.  The dresser has since been discontinued by the manufacturer and the warranty perod of 1 year from the date of purchase has expired.  The manufacturer will not allow a new claim to be filed after the 1 year time frame.

I will never step foot in an Ashley Furniture ever again!


I went to the Ashley Furniture in Cookeville, TN in hopes of purchasing a new mattress since I had the money to buy one outright, and I was 24 sleeping on a hand-me-down twin sized one. The sales associates were very nice and then I met a man named Jacob who works with [redacted] as an affiliate of Ashley. He told me that I could purchase the bed with 0 interest and build my credit. All I had to do was sign up for automatic payments and 3 months later the bed would be mine. I signed a few papers and went to the counter where they announced my name for buying a bed as for every mattress purchased the company is suppose to give a mattress to a kid in need in TN.



Here's where things went south.


About 5 months later a receive a call from the new [redacted] guy, Philip, saying the original Jacob guy left and started asking about missed payments. When I went to the store he showed me all sorts of paperwork I'd never seen with electronic signatures that were suppose to pass as mine for a lease on the mattress I thought I'd purchased. When I looked at my bank account I saw that they were pulling money out of my account after I had already paid for the mattress up to $500 over the original price and told me I still owe $800 if I wanted to pay it off today. The total price of the mattress was $965.78 after tax... and I'd already put $1200 in so I refused that option.


My Dad and I researched the company [redacted] and found the internet littered with bad reviews and sketchy situations with their involvement, so we went to the Gen. Manager of Ashley who was quite rude to my Dad, a 20 year veteran of the USAF, in saying that they accept no responsibility. And every attempt to reach higher ups in [redacted] were just unreturned phone calls including from but not limited to the District Manager [redacted]


So now I'm in the process of going to small claims court over trying to get a simple mattress. This [redacted] company is running a scam and Ashley Furniture is endorsing it, and the worst part is I'm sure since none of the mattresses are actually bought that the charitable donations aren't happening either.


Don't shop here or anywhere else affiliated with [redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
Customer bought a $2,250.32 bed for $999.99. The major discount is for multiple reasons. 1. stock piece that was ordered for a customer and it did not fit in their home so the bed is not brand new and in the box. 2.The bed has been at the...

store for some time and needed to be sold to give more space in our warehouse. 3. since the piece is not in the box there will be minor nicks and dings. While this is all information provided to the customer we ask them to inspect the merchandise prior to completing the sale. I will totally agree with the customer in that the bed did not arrive to his house in the condition he inspected it at our store. It is rare but with all the pieces our delivery teams load, pad with blankets, strap in the truck, and then deliver to the home occasionally a strap may loosen and the load may shift or in carrying the heavy product a hand may slip and cause some damage.
That being said our duty then is to correct the issue for the customer. I will further say that I am embarrassed to read his accounts of attempts to have our customer service team return his text. I have none and there is no good reason the service manager to not return his text. I have addressed this issue internally and do not expect to see this in the future. I have spoken to our tech that was in the customers home and he verifies the customers comments as to what was said and what happened in the home. While Ashley Furniture is huge and the largest in furniture our store is independently owned by two local gentleman who believe in being the difference for our customer and the community.
It is apparent that we have failed here and will make every attempt to resolve this issue for the customer. I expect more from our store then what was put forth for this customer and understand his frustrations. I would like to offer for the customer to call me so I can personally apologize and make an effort to resolve. I believe there are some hair line cracks in the finish of the posts and a chunk out of the footboard and since we failed to respond in a timely manor I would offer 1. Refund half of the purchase price leaving the end result of the customer keeping the bed as is and paying 450 for a 2250 bed. 2. refund 100% and we would pick up the bed. 3. Pick up the bed, repair and return the bed. We can loan a metal frame to the customer to use while we work on repairs. I would enjoy to hear from the customer and we can talk about resolution and move forward. Customer can reach me at the store.
Doug A.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will accept the option of a 50% refund while also keeping the damaged bed. With this refund we are not certain that it will cover the cost of damage repair to restore the bed to the condition that it was in at the time of purchase so there still remains some financial risk and financial loss potential to us. That said, we will accept this solution in order to minimize disruption to us, sever this relationship and move on with our lives.
Fundamentally we support trying to buy local and with that I would like to give you some feedback on your competition. I bought the rest of this bedroom set from an online retailer at a much lower price than what your business offers. I was worried about damage on delivery and the fact that it was an online retailer versus a local store but we took the chance. When it was delivered the dresser and a foot on the chest were damaged. I notified the company and in 2 weeks I had a new foot in hand, direct shipped from ASHLEY and the dresser should be here any day. I bought the dresser, mirror, chest, night stand and bench for $2,500 delivered and they have responded to damage much faster than your company. I can show documents to support my purchase and excellent service with the online retailer. I must admit that this head to head comparison of price and service (damage resolution) favors buying everything from the lower cost online retailers. I would not have guessed that it would turn out this way but facts are facts. The online retailer is even willing to help me out with replacement columns and foot board parts to repair the damaged bed that you delivered to me if I so choose. They are considering selling them to me at cost since I bought the rest of the set from them. At this point I am in search of a good reason to ever buy furniture from a local retailer again. The online retailers have lower prices by far and superior service in the event of a problem. Please process refund for $999/2 + tax and we'll both move on. Thank you for your time and I'm sorry that this had to come to this and end this way.
Best Regards, [redacted]
Final Business Response /* (4000, 15, 2016/01/27) */
I am sorry but NO, I did not get your response until now. I received an email form the Revdex.com that reads as follows
Thank you for your cooperation in resolving the above consumer's complaint. The consumer has notified our office they are satisfied. Therefore, we have closed the complaint.
Again, thank you
Sincerely,
As I wrote in my first response,
"I would enjoy to hear from the customer and we can talk about resolution and move forward. Customer can reach me at the store. Doug A."
I have been waiting for your call to learn your wishes. Now that I have seen your response I know your preference we can move forward with the resolution. I will still need you to give me a call as we do not keep CC numbers on hand. Please call me and we can process the refund to your card.
Thanks,
Doug
Final Consumer Response /* (2000, 21, 2016/02/08) */
case fully resolved, please close

I bought a table from Ashley Furniture with a "faux granite" looking top in December 2013. The table is used by myself and my wife about 2 times per week for meals. We have kept impeccable care of the table. Despite this, the table top has started to "bubble". I contacted Ashley Furniture to hopefully come to a resolution, as a table that was bought so recently and is rarely used should not be doing this. They informed me that I would have to pay $60 for a technician to come evaluate the issue and then pay further for a repair if that is what I wished for. I feel this is not an issue that my wife or I have caused, but instead an issue with the manufacturer. The solution presented to me is not acceptable.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  They told me it would not look like new if they sent there tech out.  They also told me I would have to sign a form.  It was there tech that was sent out the first time to fix a problem with it if it had been replaced instead of being fixed we would not be dealing with this issue now.  Whatever the tech did to fix the 1st problem caused this issue.  I advised them instead of sending a Ashley tech out I would get someone to fix it since you can't buy this piece now.
Regards,
[redacted]

I had a very NEGATIVE experience in this store. I bought all the furniture for my room and bedroom there. To begin with, during the delivery the delivery men did not take off their shoes and they went up the stairs to the bedroom with the dirty boots, dirtying all my carpet. After that, when I went to clean the nightstands I noticed the last drawers of the two furniture were broken! I got in touch with the store and they told me that the factory would send me two new drawers in a few weeks. More than a month later the drawers arrived but without the accessories to be able to do the installation. And finally, when we took the drawer out of place, I noticed that one of the nightstands had his base completely broken! The store manager (David) himself was at my house to change the drawers and checked the situation in which the furniture was. He promised me I would get a new furniture, BUT now they say they can not do anything and if I wanted them to analyze the situation I have to take the furniture out of my house and personally take them to the store to have them check the situation! This is absurd. I buy a new furniture, not paid cheap, they give me it broken and now they do not solve this question. Very angry and disappointed. I DO NOT RECOMMEND!