Ashley Furniture Home Store

Hi,
I am writing with utmost disappointment regarding my bad customer experience with the Ashley at Plymouth meeting, PA. The store members were cold to the fact that I was pregnant and made me wait 5 hours in store while the sales rep attended other customers.I don't know if Ashley encourages their representatives to handle two customers at the same time or the mere fact that I was brown. I ignored this that day but I did mention it to another Sales Rep that I wanted to get my work done quicker.
When we first went to Ashleys, I was told that I could return the furniture if I don't like it at the time of purchase( Later I realized that it was only to get the sale done). I was forced to give in to the even exchange and after hours of setting up the new order I was promised that I will receive the order the following Thursday(Aug 27 2015).I still had to drive 60 miles to the store to pick up the chandelier(one of the item which Ashley doesnt ship) on Tuesday(Aug 25 2015). When I called up the store on Tuesday to confirm if I can pick up the chandelier, I was shocked to know that MY ENTIRE ORDER WAS CANCELLED..No One bothered to inform me about the cancellation. We have a party coming up and we will not have our furniture as we were promised.
When we tried to reach out to the store manager over the phone we were told that the manager does not work on Tuesday and we were not allowed to leave a Voice mail for him,The lady (Sky) over the phone told us that there is no one else who can make decisions!!! Our request to speak to our sales Rep (Katie) was denied saying she cannot take decisions on this order.
At this point I am very frustrated with the level of service and no longer would like to do business with Ashley. We bought stuff worth $5000, however seeing the customer support I no longer want to drive 60 miles to Ashleys and stand there for 5 hours to re-place the order I already did. I would like my money back.
I will make sure I share my disappointment online via Google reviews and also Revdex.com(Revdex.com). I wished I checked out the bad reviews people have given about their experience with Ashley's at Plymouth meeting, PA.

Our client is out of the one year mfg warranty.  However, due to the issues that he was having, we offered him a prorated dollar amount to come in and reselect something else.  The dollar amount that the client was given was $700.00.  Our client has accepted this offer.  If...

there is any additional information that you may need, please feel free to contact us.  [redacted].

The two chairs were purchased at [redacted]n Pocatello Idaho, 83201. The couch was purchased at Ashley Furniture located at [redacted], Pocatello Idaho, 83202.

This dispute would actually be with the third party warranty company [redacted].This customer made a purchase through one of locations in November 2014, along with her furniture purchase, she purchased the 5 year warranty through [redacted].The customer had damage to one of her power reclining chairs...

and needed to make a warranty claim through [redacted]. [redacted] sent us an authorization for a new recliner.At this time, we are just a fulfillment center, we place the order for the product and it is up to [redacted] to pay for the delivery. [redacted] will only pay our local delivery fee of $100, the customer is outside of our local delivery and refused to pay the $49 difference. After speaking to management, we decided that we would not instruct the customer to take this issue up wl.th [redacted]( even tho this is not our customer,this is [redacted]s customer, these are [redacted]s policies) we would just waive the $49 fee and deliver to the customer when we are inthe area. The customer was called and made aware of this on 8/13/2015.I am not sure why the dispute was placed whn we waived the fee, and again, when this is actually not our customer. Our store was simply trying to fulfill the order as [redacted] requested and our store was simply following the policies of [redacted]

I left a voicemail for the customer to contact us back. We are going to offer the customer 15% off of their furniture which would be $72.99 + 7% sales tax of $5.11 for a total of $78.10.[redacted]

Dear Ms. [redacted], We have contacted the Protection Plan company with regards to Mr. [redacted]'s complaint.   They were able to make contact with Mr. [redacted] and at this time, he has a scheduled appointment with [redacted]Furniture for the repairs to his sectional for May 5th.    If you require any additional information, please do not hesitate to contact me at [redacted] between the hours of 10:00 AM to 5:00 PM Monday through Friday. Sincerely. [redacted]

Complaint: [redacted]
I am rejecting this response because: As of today, September 10, 2014, I am STILL...

waiting for the broken dresser drawer to be replaced. Three deliveries before we received the complete bed, on the third delivery the dresser drawer was missing so another was ordered. TWO WEEKS later the drawer was delivered, BROKEN again. Another drawer was ordered , the wait time for this one?  THREE WEEKS. This bed was ordered on JULY 31, 2014. Also I was told repeatedly, starting on August 14th that my shipping refund was mailed out to me but when I called AGAIN on August 26th  stating that I still hadn't received it I was told it was mailed out on August 23,  two weeks after I was told it was done.  I finally received my shipping refund, the postmark on the envelope was August 27, so the refund was never sent, all those times I talked to Ashley Furniture and was assured it was, they lied. I kept the envelope as proof of their lies. I am still very upset that a business can treat their customers with such disrespect and lies and think that a 15% refund is going make everything ok. 15% doesn't even begin to cover all the aggravation I have been made to endure and am still enduring.
Regards,
[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.

In response to the customer problem #[redacted]
13.3333339691162px; font-family: arial, sans-serif;">I personally sold the customer, he needed it by Christians, this was on a Saturday, I told him if he ordered it by Monday it should be in by end of the week, if not by the first off the week at the latest, but would be here by christmansThat we would call when it came in,that's why customer was not called, was told it should be here on Monday, but would call. Customer came on Monday without being called, was told it would be later on that day before it came in and we would have our warehouse manager meet him there because warehouse is closed on Mondays, customer said no don't do that I'll come in the morning ( Tuesday ) customer came to store 30 minutes early to store Tuesday it was raining, ( hours are posted on doors of store) he was told to go to warehouse at 8:00am. Tuesday am.The assistant manager told him Monday that it was raining and was going to rain Tuesday also that he might want to get a trailer ( he was going to pick up in his pick up truck ).Yes the box was damaged, warehouse manager told customer it looked ok from what they could see without opening it up, but if it was damaged to bring it back and we would order a replacment for it, it does take normally 7-10 days for new items to come in.We did order new piece, customer has new piece.The policy on delivery and pick up is if customer pays delivery fee we pick up and deliver if product is damaged , if customer picks up and gets home with it and it is damaged they are responsible for bring back and getting new item,I'm very sorry for the inconvenience of our customer, because they are all very special to us, I had personally no dealings with customer after customer picked up merchandise, had I any dealing I would have offered the in home service, my apologies for all the inconvenience.I have at this time sent customer 500.00 in gift certificates to hopefully take care of situation.Also in Closeing, mike has been talked to about behavior, which he denies, but still has been giving waring.Thank you[redacted]

I still have heard nothing from this company this is months now trying to fix my sectional, I was misonformed when I purchased this extended warranty. I want my money back on what I paid for this unacceptable service.  Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you to Sales Rep...Ron J[redacted] for making my purchase experience a very successful and pleasant one...I could not have been more pleased....

Dear Ms. [redacted], We have received your complaint from our mutual customer, [redacted] I have spoken with [redacted] at the Protection Company and she indicated that they were waiting for the customer to receive an additional part before they dispatch a Service Technician to the customer's...

home.   I was able to determine through tracking information, that the customer did receive the part on March 23rd.   I told [redacted] that Mr. [redacted] received the part and she indicated that they would be scheduling a service appointment for the customer with [redacted] Furniture.    They will be fixing the customer's pieces and removing the stains on the furniture. If you need any additional information, please do not hesitate to contact me at [redacted] between the hours of 10:00 AM to 5:00 PM.Sincerely, [redacted]

When the•first service was canceled with the.customer due to the technician being out sick, the  customer should have been re-scheduled with another service technician and that did not happen, that was a mistake on our end, there might not have been one available that day, but it should not...

have taken weeks to get another service scheduled in and we do apologize for that.Once we did finally get the service scheduled d the technician out to the customers home, it was then noticed, that not a re order of the table was needed, but just a table leg needed to be ordered.Once the service tech returned from the customers home, and he knew what part he needed to service the table, it was ordere unfortunately there was miscommunication and customer service ordered a leg for the customers dining table, not the cocktail table, once parts were being reviewed, it was then noticed that the wrong leg was ordered. Cµstomer service then immediately placed an order for the correct leg. That part was on bkorder for 6 weeks. it wa5 not apart instock at themanufacture andthey had to wait to get a shipment into send the customer the part. The part did ship on 11/14/2014 and was received by the customer on 11/20/2014On 12/2/2014 the customer was scheduled infor service of the cocktail table and the service as completed.Thank You,[redacted]

Ashley's delivered damaged dresser on June, 2013. [redacted]Purchased bedroom dresser and chest on May 10, 2013; damaged dresser delivered [redacted]. Ashley's were to send a repair technician. After numerous phone calls from me a repairman came in August and indicated the dresser could not be repaired and needed to be replaced. Ashley's sent a new dresser out in Sept., which was also damaged. Ashley's said they would order a new dresser to be delivered in Oct. I called to check on delivery and was asked to pick out different furniture.[redacted] Jeff, customer service manager said the new dresser would be delivered by Halloween. An Ashley Rep called back and indicated that the new dresser was ordered and would be delivered by Nov. 1st or 2nd. I have left three voice mails with Jeff, Customer service Manager, [redacted] and have not received a return call.Purchase date: [redacted] Sales order #: XXXXXXXXXXSales Person: Kenneth GrayCustomer #: XXXXXXXXXXPayment amount: $1,466.21 (total invoice)Payment method: VISADresser model #: AFHS-BXXX-XXDresser price: $742.48 (include taxes but not delivery)Desired Settlement[redacted]I called the X-XXX-XXX-XXXX today, Nov 19 and spoke to [redacted], in Customer service, who indicated that the dresser has still not arrived and the expect ETA is now Nov. 30. [redacted]Business Response As per the desired resolutions:The dresser has been scheduled for deliveryA refund of the delivery fee is in processing

Complaint[redacted]Appliances were delivered to our new home on March 15 2016. [redacted]The 4 appliances were brought in by a delivery crew of 3 men. Stove, Microwave, refrigerator and dishwasher.Following the delivery we were given a tablet to sign. They did not explain to us what we were signing for, they just asked us to sign. We were under the understanding that we were signing for the appliances that were delivered and to make sure they were all accounted for and in good condition. They did not take the appliances out of the packaging for us to inspect. We did however, sign the tablet.Approximately 5-10 minutes after they left we noticed that there was some substantial damage done to our home. We have a bilevel home so there is only ONE way to get the appliances into the kitchen and that is through the front door and up the stairway to the main level. This is where we found the damage, up the stairway. There were multiple holes put into the wall, as well as deep gashes to the hardwood flooring and a scratch to our banister.Immediately after finding this damage we contacted Ashley Furniture Homestore Customer care line and gave them the complaint. We were then given a Reference Number # [redacted] and asked to also send them photos of the damage. We sent individual photos of the damage of the banister, the flooring and the holes in the walls. It has been almost a month now, no one has been returning calls when they say they will, we have had to call multiple times to try and speak with someone and ask what is going on and no one ever has any answers for us. We have been waiting for quotes etc. They recently sent someone from [redacted] April 6th to fix the damage and he said that the banister and flooring damage is not in their contract and he could not fix it anf that he could only do the drywall. We called Ashleys again on Friday April 8th to speak with the Supervisor regarding this. She said that they told us they only agreed to fix the dry wall and not the other damage. This is not true. We told her we were not responsible and not paying for this damage.She also told us that they spoke to each of the delivery men individually. One said that "he didn't notice any damage and he didn't notice any appliances banging around" another one of them said he was not aware of any damage and did not see anything. The third one stated that he had seen the damage and asked the senior crew member if he should take photos of the damage and he told him no and that we were already aware. This was not true.She stated that they would look into it and get back to us Monday (April 11th) she also stated they were missing photos and that we never sent photos of the banister. This is not true. We sent photos of ALL of the damage. The supervisor got back to us today (April 11th 2016) stating "she showed the photos to management and they discussed it and they do not see how they could have done this damage with the appliances." They will not pay for this damage and we are now stuck finding someone to fix it and pay for this.She offered to give us a $200 in store credit. We will not accept this. The last thing we want to do is spend money in Ashleys. We do not want money, we just want the damage to our home fixed. [redacted]Desired SettlementWe do not want money, we do not want an in store credit, we simply want the damage to our new home fixed. Business Response After viewing the photos sent in by the guest, we felt as though the home damage did not occur during the delivery.A damage waiver was also signed by the guest after the delivery stating that there was no damage to neither the appliances nor the property.However, there were a few discrepancies, and soon became a he said, she said situation.As we appreciate and value our guests, we are looking after the damages. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This response was unsatisfactory and most certainly not what we had hoped for.Yes, they are finally saying that they will fix the damages like we consistently asked for and we are happy with that... but we went through this with them already about "he said, she said" [redacted]Like I said, I appreciate the damages being fixed but the tone of this response was not fair at all.It literally took us telling them that we would have to follow their delivery truck around and take photos of the delivery crews using blankets to protect the homes during delivery, as they apparently "claim they do". They never did for our home. Anyway, they are in the process of dealing with it, [redacted]

We ordered a sectional last Spring. We mentioned it to the Sales Rep that we really need it by a specific date. The Manager confirmed that it will be delivered not later than that date. So, we decided to get it. Changed all our information on their file as we moved to another house. That date came, nobody showed up in the morning. It was around 2pm when we went to the store to confirm the address and info. It turned out that the delivery guys went to our old address. I just can't figure out why their record shows our old address. We already changed that information they have on their file. So, they contacted their delivery department and confirmed to us that it will be delivered later that day. We waited and waited. Nobody came. So, I rushed to the store first thing in the morning when they opened. They don't know what's going on, they can't get hold of their delivery guys. The Manager offered us free shipping sarcastically. My answer was, with all these trouble, you just offer sarcastic $50? I was so upset because the Manager wasn't even apologetic. The Sales Rep was but not the Manager. The Manager was even telling us that we got it at a very good price. The point is, regardless if it's a cheap or expensive furniture, they should do what they are saying they should do like delivering it to the time/date they are suppose to deliver it. I will never ever go back there regardless how cheap their furniture are. That guy is not worthy to be their manager. ","neg-1

Complaint[redacted]We bought the [redacted] from Ashley Furniture in 2013. At that time we had put it on hard-wood. Since then we have moved and now the chest is on carpet. The chest is very tall, not very deep, and 212 pounds. We believe the design is flawed. Our 10 pound cat got into a drawer and the whole thing fell forward. Thankfully our cat was not killed. We told the store what had happened and the manager suggested we sell the chest on a used site online. We don't feel that we could sell it to someone, for fear that it could fall forward and kill or injure someone's child. We had nothing sitting on top of the dresser. We had not attached restraints to the wall from the chest because we were not given any restraints. There is also a warning on the inside of the drawer that says tip-over can occur. Use of tip-over restraints may only reduce the risk but will not eliminate the risk of tip-over. We are expecting a baby this winter and we do not want this chest of drawers in our house. It is unsafe. It is heavy in the front and always felt unstable. We don't think a string attached to the wall would stop a 212 pound chest from going over. And again, we did not even receive restraints with the unit. [redacted] Desired SettlementWe would like a refund. This chest is not stable on carpet because it is poorly designed. [redacted]Business Response Mr. [redacted] took possession of the dress on December 4, 2013. The product has a one-year manufacture warranty. We are sorry to read of this concern. We take concerns of this nature seriously. We have run a product service ratio and we have come up with no other concerns related to tipping. As the retailer we honor the manufactures warranty, as a result we will forward this concern with the desired resolution for consideration to the manufacture. We will advise the guest of the resolution once we receive return communication, eta 1 week.

I was very disappointed with this store. We ordered a living room set on December 27, 2015 and were told it would be delivered at the beginning of February. In February we were notified that the product was still not available. Three delivery dates later (all cancelled less than 48 hours prior to delivery) we still did not have our furniture. We cancelled our order in mid April as they still did not have our product. The store manager didn't even try to rectify the situation (because he had no product and could not give us a definitive delivery date). I have never experienced such poor customer service before or dealt with a more incompetent business manager. I would advise anyone considering Ashley Furniture Saskatoon to shop at a more reputable store. ","neg-2

Complaint[redacted]Ordered 2 loveseats in june for delivery on sept 1st. [redacted]. After the sale[redacted]. No follow up as to when sofa was arriving. I constantly had to call anc follow up. The sofas actually arrived in store on 19th august, so I asked them to put on list for delivery on 26th august and I booked day off for delivery. I called store on 26th aug to confirm on list for delivery and was told no that there was one loveseat missing....I immediately called salesman and was told that the loveseat was sold to another customer in error and that he would order another one for me and deliver the ond piece that was there for now. The wrong one was delivered at first then the correct one, but it was damaged. I was given the option by salesman to cancel order and I did, but was told I would have to pay re-stocking fee of 584.00 which I was absolutely distraught about after the undue stress and emotional toll going through this ordeal. All Iam asking the store manager dione to do as a courtesy is waive the re-stocking fee to resolve the matter for putting me through this.Desired SettlementWaive the re-stocking fee [redacted]Business Response The fees have been waived as requested. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I paid restocking fee and have receipt of proof and this can be provided. Also the store are [redacted] holding 1077.00 on the store card and after asking them on several occasions to refund amount and close account, they have not done so. [redacted]Final Consumer Response This complaint can now be closed - it has been resolved amicably between Ashley Furniture and myself as of this morning and the account is now closed. I did have to pay a re-stocking fee and this was done on 2nd Sept, the remaining amount on the Ashley card was refunded/cleared by the store/[redacted] this morning.

Furniture ordered on August 22, 2013 and as of February 11, 2014 we are still waiting for them to finish their end of the delivery. Store # 077Total cost: 2915.41August 20, 2013Purchased one twin bed frame & full bedroom suite for my daughter consisting of a full bed frame, headboard, foot board, dresser & night st&. We were told that it would be six weeks until delivery date. Estimated receiving date was October 12, 2013. After eight weeks of hearing nothing we visited the store & we told that it would be a longer wait. We then got a phone call three days after our visit to the store to inform us that our furniture would be delayed. November 21, 2013 I received a phone call from the Ashley Furniture's delivery people stating that the night st& had come in black & they wished to confirm this was the correct order. This, unfortunately, was not. The bedroom suite is white & the night st& was ordered in white. I was told that it would take an additional six weeks for another one to be shipped & that I would have to arrange a new time for delivery when it arrives. November 22, 2013Our furniture finally arrived [redacted] As the delivery men were setting up the bed frames I was asked which bed the mattress was for. This was confusing considering that we had placed an order for one twin & one full bed. Of course, to my surprise, both beds that were delivered were full. This was specifically told the to sales associate more than once on the day of the order. (Salesperson: [redacted]). I then checked my paperwork & it did state that my sons bed frame indeed was ordered as a full rather than a twin. We chose to keep it as we had already paid for it on the day that we placed the order. November 29, 2013My daughter noticed a crack in her headboard so I called Ashley Furniture to report this. I then took pictures & emailed them at their request. I was told a new head board would be ordered & replace the existing one under warranty. December 28, 2013Delivery of the night st& was successful.January 7, 2014Ashley called to inform us that the new headboard is in & to schedule a delivery date (January 11, 2014)January 12, 2014Ashley Furniture delivery people never showed up. Called to inquire as to why they did not show. No answer was given except for "I don't know" Reschedule a new delivery time. (January 14, 2014)January 14, 2014 One hour before scheduled delivery I received a phone call & was told that the new head board was damage so they cancelled the exchange & would have to order a new one. Was told it would be another 6 weeks. I was offered an $80 refund or a $100 gift card if we choose to keep the damaged headboard.February 3, 2014Ashley called to schedule a new delivery date for the new head board.February 8, 2014Ashley Furniture's delivery people attempted to deliver the head board but upon inspection noticed that there were cracks in this head board as well. Once again it will have to be sent back & a new one ordered. Expected delivery is six weeks.Desired SettlementWe are seeking full refund [redacted] Business Response At this time we have ordered and received a new headboard. A scheduled delivery date of 02-27-2014 has been scheduled. We are able to offer two resolution options;1. If the item is accepted we can discount the order by $296.34 (the price of the headboard)2. If the item is no accepted process a return of the merchandise and refund Thank you,[redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] Reimbursement of just the headboard is not acceptable and exchange is not an option.Business Response Since the item was delivered and accepted, we are able to refund the price of the headboard for the delay in resolving