Ashley Furniture Home Store

my complaint starts 3 years ago with the purchase of a sectional from Ashley furniture home store. When shopping/ purchasing the couch we were shown the one on display and told it came in two colours. then we [redacted] the additional warranty, being told that it covers "everything"! "if your pet scratches it, if it wares out, if it gets sun faded, even if you cut it with a knife! it's all covered!" [redacted]After the money had been paid we got a call the day before we were supposed to have it delivered and were told it would be another 6 weeks until we got our couch. 6 weeks later I got a call, "would you be able to take the delivery tomorrow?" I said sure! it was 2 days earlier than expected. I asked are you sure it's my couch? the lady came back on the phone and said, "oh no sorry it wasn't your couch". 2 hours later they had called my cell phone , I was at work and missed the call. when I returned the call they had said oh no it was your couch but we had to schedule the delivery by 2 and it's now 2:13 so you'll have to wait until the next time we are in your area (another 3 weeks). [redacted] I decided to hire my own delivery service since we had not had a couch to sit on since the original date the couch was to be delivered. [redacted] when we finally got the couch it was marked up and we were sent the wrong pieces. and we had to call to their customer service again! [redacted] I just wanted to return it. then I was informed they don't do returns. I agreed to have their technician come out to replace the damaged items and wrong consoles. 3 weeks later the tech came [redacted] took pictures and went on his way. 3 weeks past that he scheduled to fix the items [redacted]. he came, replaced the "leather" and brought 2 of the same consoles (not what we ordered) so again we are on the phone with customer service. they drug it out for 4 and a half weeks at which point I finally gave up. [redacted]. I was continually being told, "we will work with our sales people to make sure they don't give out incorrect information in the future". [redacted] I now have a couch that took forever to have a "new" couch and it's not what I ordered, but I can't do anything about it because they don't return and they feel that they have done everything possible to rectify the situation..... nothing![redacted] the couch is falling apart, the "leather" is rubbing off on the corners, along the seams, there are scratches and even parts where the leather seems to have just disappeared? having [redacted] warranty, I called to have the pieces re covered/replaced. I sent in pictures to move the process along [redacted]. a week later I get a returned phone call and told we don't cover that. I argued when we bought the warranty we were told, scratched from a pet seams, sun fading, even if you cut it with a knife! "no we don't cover that".[redacted]Desired Settlementi would like the couch recovered [redacted]Business Response At the time of purchase a third, party extended service plan was purchased. Like most plans and warranties, there are certain items part of the coverage and certain items part of exclusions. Rub marks, which is the concern, brought to our attention and documented by a technician are no part of the coverage. We are able to supply a copy of the purchased plans via mail in order to provide the consumer with clarity as to what is covered. Thank you, [redacted]Manager, Customer Service Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)In my initial conversation with Ashley, I told them the the leather looked like it was rubbing off or "flaking" to give a different description. plus scratch marks and the threading or seams down an entire piece! all of which we were told is covered. thus the reason for us purchasing the extended warranty.the concern here is the service. [redacted] I would like my couch at least recovered if not replaced and or money completely refunded [redacted] Thank youFinal Business Response Not being privy to the conversation that took place years ago, makes it difficult to comment. We do however have an agreement in place which details the coverage purchased. We absolutely will honor warranty items. We are and will continue to honor the agreement entered into at the time of purchase. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I realize that you at main/ head office were not present and therefore cannot verify the conversations had during the time of sale and then for the following 6 months. however i'm certain that all of this has been documented in the MANY phone conversations I have had with your customer service centre and other Ashley representatives. The Saskatoon store is more than aware of what has occurred during and immediately following our sale. which is why I have tried to deal with this at a store level. However [redacted] I have been forced to go to a higher level to receive proper service. [redacted] This needs to be resolved!!!!!! The sectional is extremely poor quality and looks terrible. All I am asking for is what I was told I was paying for, a warranty that covers all of the "damages" that are destined to occur to this poor quality furniture.To resolve this issue I would like my couch fully recovered any and all damaged pieces), replaced (with a new one) or fully refunded (and you can have the couch back). [redacted]Thank youBusiness Response The terms and conditions of the extended service plan can be found on-line by visiting; http://www.tutoris.ca/. A copy has been provided, if a warranty issue arises we'd be more then pleased to attend to it.

I bought 2 leather easy chairs and they are peeling. I paid extra insurance and it is claim that is regular wear out. But they look awful. October 20th, 2013, I bought with my [redacted], from [redacted], as saleman, two SWIVEL ROC REC/MAX/CHOCOLATE, Model [redacted]plus leather plus multi. It all added to 1585.07 dollars. I picked them up on the 13th of November, 2015. My sales order was [redacted]. At the time due to the promise of everything will be cover, I also bought a 4 year insurance, plus the year coverage that the furniture had made 5 years. I contact Ashley Furniture in the last 15 days to complain for the stains and peel of the chairs, specially one. On 22nd September, 2015, I was contacted by them and they argue that the peel of the leader is normal wear. Even though it is peeling and the furniture has been taken proper care. This is the first time that I see leather wearing off this way. I do believe furniture wears off. Yet, it is hard to believe that a piece of leather furniture looks so bad in less than 2 years after my buy. I am a grown old man with no kids and the furniture has been never been abused in any way. Furniture is needed to last for long periods of time. Specially when they tell you that is fine leather. Nevertheless, these chairs are looking old looking and peel.Ashely Furniture says it is the insurance company that considered the peeling as normal wear out. Yet, is it normal to peel after not even 2 years of the sales? If it is, what type of quality does Ashley furniture sales. [redacted] Desired SettlementI bought what is was told to me good furniture. I didn't pay for low quality chairs. I don't think the money I gave them is equal to the leather? that they are giving me. If that leather wears out in less than 2 years. I bought furniture, not cloths. Furniture is suppose to last.Business Response Mr. [redacted] took possession of the chairs November 7, 2013. We received a call concerning leather peeling on September 16, 2015. The product protection plan was purchased. [redacted] Based on the pictures we were able to assess that the concern is related to the build of natural oils through normal wear which is not part of the coverage. We are able to provide costing for material replacement if Mr. [redacted] would like us to do so. Consumer Response I really don´t think the bussiness is giving us any satisfaction. We bought a quality furniture and this idea that after less than 2 years of buying it and 1 year of use, it should look the way it does. Considering it regular use, it is not only puty but also lack of quality. I am not happy with their answer and the quality of the furniture. The price we pay for the chairs is high for one year useFinal Business Response We are unable to provide coverage for something that is excluded from the coverage purchased.[redacted]

Review: Ashley sold me a fabric care warranty, then they went under, Opened a new Ashely Furniture Store in the same location and will not honor the Fabric Care agreement which was to reimburse the purchase price of warranty after 5 years if I filed no claims. Neither one will honor the 119.90 dollar warranty that I purchased. They claim Customer service for the past 65 years and yet give me the run around with regards to there own selling practices. I just want my money back for the warranty which I paid for.Desired Settlement: I want reimbursed my money and I will be letting all my family and friends know of the scam going on with fabric guard. This will also hit facebook in the near future. If it were up to me I would request a complete refund of furniture and all.which was $1,568.64

Review: I purchased a mattress and box spring back in June, 2015. When I received my delivery, it was the wrong product. I never got a phone call, the delivery guy told me the original mattress had water damage so they sent me a loaner mattress. I signed for mattress as such, loaner mattress! Delivery guy said warehouse would call me to set up delivery in a couple of days. I was contacted, the person set up another delivery date, and on the night before my 2nd delivery date they called to cancel delivery because of water damage again. This time I was told someone would call me again to set up another delivery date, which they did only to keep canceling with me, now because of supposed freight problems. I called the store to speak with my salesperson, who begged me to give them another opportunity to make this right, in turn I told her this was the last opportunity they would have at keeping my business. We all agreed, and again the night before delivery I was canceled because of freight problems. The following day I went into the store, spoke with [redacted] the store manager which told me I wouldn't be able to get my refund until they picked up the bed. Meanwhile, I've been waiting for the product I paid in full for, since June, and to date never got it! So, I set up a pick up date which was yesterday, and they never showed up to get it! I called up everyone I've been dealing with since the beginning of all this, only to get more frustrated because no one had real answers for me, except we're really sorry! I want their product out of my house as soon as possible, and I want my full refund. I'm tired of dealing with their lies about freight problems, water damage, etc. I've already alerted my bank as to the problem, they are seeking to help me with my refund also. No one went above and beyond to rectify this horrible situation, not even the manager's. I was promised a phone call just yesterday from the warehouse person, and never got it.Desired Settlement: I want them to pick up their merchandise immediately, and provide me with a full refund.

Business

Response:

Dear Ms. [redacted], Thank you for contacting us regarding our mutual customer, [redacted]. I spoke with Ms. [redacted] today and we are picking up the loaner mattress from her residence on October 9th. Ms. [redacted] has already had the funds returned to her credit card. If you require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:00 AM to 5:00 PM. Sincerely, [redacted] Ashley Furniture Homestore [redacted]

Review: we purchased a bedroom set in March 2015. the problems started then-the day of delivery we were told the bed we were receiving was broken so a new one would have to be ordered & it would take a few weeks to replace. this was the day of delivery so we had already thrown our old bed out therefore for the 2 weeks we waited for our bed we were sleeping on a mattress on the floor. I have back issues therefore sleeping on the mattress on the floor was not good for my back. Also, the furniture we did receive had broken pieces. when we called customer service we were told they would replace the broken pieces but it was a hassle to get this done. now-2 weeks later our bed comes. the gentlemen who put the bed together did not install all the pieces & when screwing in the boards for the support beams of the mattress cracked the bed & did not say anything. it was not noticed until after they left & I was making the bed. again, calls to Ashley furniture were made. this whole process of getting the missing pieces & getting to the bottom of the delivery people breaking the bed has been going on for about 3 months now. instead of Ashley furniture sending someone out to inspect our issues we were made to do all the work-taking pictures, sending pictures, etc. this took about a month of going back & forth with the company to get everything they needed which I feel should not have been my responsibility since they delivered me broken furniture that was delivered installed by inexperienced people. we would get calls every day for a few weeks then all of a sudden the calls stopped & our issue & broken furniture never got resolved. it was only 2 weeks ago that we received the parts for out bed & it was only after my husband had called them. because of the bed being broken & all the parts & support braces not being installed my mattress is sinking in at the top of the bed which now my mattress has to be replaced & we only just bought it 4 months before ordering new furniture.Desired Settlement: I would like for Ashley furniture to refund me the monthly payments that have been made on our account since we've received the broken furniture till the bed is fixed( April-July), I would like my $30 tip refunded that was given to the delivery men due to the fact that they didn't install all the pieces & broke the bed and I would like them to replace my mattress(at my discretion)or refund me the money I paid for my new mattress. also, considering my husband did all the work to send the pictures & make the calls & the time wasted I would like for him to be compensated in some way.

Business

Response:

Thank you so much for contacting us regarding our mutual customer, [redacted].The customer is scheduled to have a technician dispatched to her home on July 17th to fix the bed rails and the dresser. Unfortunately, there is nothing we can do about her mattress as she did not purchase the mattress from our store. The customer has received compensation for the multiple inconveniences in the amount of $400.00 in gift certificates that can be used towards a future purchase at our store. She has received over 10% of her total order. At this time, no further compensation can be granted. If you require any additional information, please do not hesitate to contact me at 973-927-2788 between the hours of 10:00 AM to 5:00 PM.

Consumer

Response:

I am rejecting this response because:

With the negative experience I am having with Ashley furniture I will not ever shop at Ashley Furniture again therefore the $400 store credit will not do me any good. I am very dissatisfied with the manner this is being held & Ashley Furniture should be ashamed of themselves.

Review: +$8000 of furniture bought early August. Furniture came damaged end of Aug, most of which was returned due to severe damage. ALL of which was damaged in some way. Damages to our home during delivery were reported immediately.This started a series of deliveries that FAILED TO SHOW, deliveries of even MORE damaged furniture, deliveries that showed at the wrong address and were not even redirected to the correct address (we had to reschedule delivery again!),and even watches that went "missing". All this time without anyone taking responsibility for the inferior service or product. No apology for the missed work during the no shows, no compensation for the inferior product has been made. In fact, we have been called difficult customers because we expect the furniture to NOT have dents, cracks, rough edges, areas of missing stain, drawers that do not close correctly, pulls in fabric, etc. etc. We were made promises of a $75 delivery credit and 10% off not yet seen on my statement. I make payments on furniture that I cannot yet use. Almost 4 months after purchasing the furniture a repairman is scheduled to show tomorrow. Of course, he has been here twice already. Each time we were told he would be REPAIRING the furniture and each time there was an excuse why he couldn't that day. I would say that was an unreasonable or excessive delay in completing repairs of inferior products.MOST recently we were told the claim for damages to our home would not be honored because they were not "notified" of the damages within 72 hours. The damage was reported immediately to more than 1 of the dozen representatives that continue to "pass us off" to the next person and none of them mentioned a 72 hr policy that is irrelevant in this situation anyway. I have an email with photos saved that was sent after they were requested and the email is dated within 72 hrs anyway. Customer care is horrendous. Either people are not doing their jobs or blatantly lying. Actually, I believe it's both.Desired Settlement: We simply want the furniture repaired. A minimum of 10% off of our total bill and the damages to our home paid. We would expect an even greater discount at this point.

Business

Response:

To Whom It May Concern:

We have exchanged out the damaged pieces that the customer originally was concerned about. The two customer's watches were located in the drawer of the nightstand that was exchanged. We have informed the customer that they can pick up their watches in person with identification at our distribution center located at [redacted]. We want to ensure that the watches go directly back to the customer on record. We cannot pay the damages to the home because the customer did not report the issues at dispatch or note anything on the receipt. In fact the damages were not reported within the 72 hours that our guidelines dictate. We have made several deliveries and have resolved all of the customer's concerns with the merchandise, so we cannot discount the merchandise further.

Thank you,

M

Review: On June 23, 2014 my fiancé purchased a bedroom set (queen storage bed, mirror, dresser, chest, 2 night tables), 2 end tables, and a coffee table. We were guaranteed delivery on July 5, 2014. When the delivery truck arrived on July 5, 2014 only 3 pieces were onboard; the chest, 1 end table and the slats for the queen storage bed. The driver called the warehouse and we were told that those were the only items in their computer for us. We contacted the store and explained the situation to [redacted] who immediately said "Do you want to cancel the order? Should we cancel your order". At that point we canceled the order. Later in the day I received a call from [redacted], from the customer care department. She apologized for what happened and asked what they could do. We told her to have all the furniture delivered today. She agreed but advised us that the bed was unavailable and that they would give us a loaner bed frame and box spring until the bed came in. We agreed to accept delivery that evening at 5:00 pm. At 6:15 pm we received a phone call that the driver was in traffic and would be there about 7:00pm. We waited, missing my sisters birthday dinner in the process. The furniture arrived (minus the bed) and we saw that there was a big scratch on top of the coffee table. I emailed [redacted] to let her know and she called a few minutes later. She said a new table would be sent when the bed was delivered. I asked when we could expect the bed and she said she would call me Monday morning. She never called or answered my emails. I finally got her on Thursday after I scheduled delivery with the store for Friday June 18 after 4:00 PM. When they delivered on the 18th they only had the head board and foot board of the bed, no slats and rails. The bed is unusable this way. Also, the coffee table has a huge crack, which I have a photo of. No one in the store or customer care returns phone calls. We still do not have the products that we ordered on June 23.Desired Settlement: There was much more that transpired that I could not fit in the above section. The customer service was horrible. I have never been treated this poorly before. Refunds that we were promised on July 5 were never put through. There is so much more. At this point we would like to make the Revdex.com aware so hopefully other customers don't have an experience like this.

Business

Response:

To Whom It May Concern:This customer was refunded for this purchase. We reached out to this customer several times in a attempt to assist this customer. If the customer has any additional issues, please have them contact me.Thank you, [redacted]Ashley Furniture HomeStore###-###-#### Ext. [redacted]

Consumer

Response:

Review:[redacted]I am rejecting this response because:As of this date nothing has been refunded. We are still being charged in full and that includes the delivery charge we were told was being refunded on July 5. We have received a $50.00 gift card to Ashley Furniture Homestore that we will never use. On top of the lack of refund, the customer service has been horrible. We placed and order on June 23 with a guaranteed delivery date of July 5th and they did not come through. In fact from that day forward the entire order had problems. At no point did we have all our furniture delivered, they delivered broken furniture (which I have a photo of) and we never had the bed delivered at all. They actually removed pieces from our order claiming they were delivered. It has now been over a month and this situation has not been resolved. The response from the store claiming that we have been refunded was an outright lie. I will not be contacting the customer care department because it gets me nowhere. They do not answer the phone or return calls or emails. They gave me the runaround and tried to pass the problem onto others who ignored us in the same way. I have a detailed time table, including dates, times and names of the entire situation. Please help me get this problem resolved. Thank you.Regards,[redacted]

Business

Response:

Our system shows that the customer was refunded on August 22nd, 2014. The customer should see that reflected on the upcoming statement from the financing company. If the customer needs any additional assistance, they can contact ** at ###-###-####. Thank you, [redacted]Ashley Furniture Home Store ###-###-#### Ext. [redacted]

Review: The Chest of drawers delivered on June 14, 2014 was defective, the top 3 drawers barely open and with great effort they will open only an inch or two. This dresser was delivered this way and is unusable. I contacted them immediately and was told the salesperson, June, who sold me the furniture would call me back. She never did. So I called again. I was told a service representative would call me back within 3 days, no one called me back. I contacted them again on Tuesday, June 17, 2014 and was also again told someone from the service department will call me back. They never did. This furniture should NEVER been delivered in this condition. I was told this was their high end furniture and paid $1400 for this chest. Some body needs to fix this dresser so that it is useable. Also the desk also purchased in this order was the wrong color. It should have been a very dark color instead it was a light colored wood.Desired Settlement: I would like a chest of drawers the same as the one I ordered and with no defects (all drawers open) and the exact desk that I ordered.

Business

Response:

This consumer has been set up for service with one of our service techs. The tech will come out to adjust the drawers for her. Once we receive the tech report we will wither order the parts for the repair or we will exchange the product for her. It depends on what the technician report states.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me with one exception. They have done nothing to rectify the wrong desk that they delivered and that issue still needs to be addressed.

Review: November 2014, the side rail on my bed broke. I went through the furniture warranty company and on 12/1/14, was told that after reviewing the claim, replacement of the side rails was authorized. Fast forward to February 2015 after numerous calls to Ashley Furniture, I finally had a deliver date of 2/11/15 between 9:30 am and 1:30 pm. I asked my mother to wait at the house as I had to work. After waiting there all day, the part was never delivered. At 2pm on 2/11/15, I called Ashley Furniture MYSELF and after about 15 minutes on hold was told "sorry, the parts were damaged on the truck, we will have to call you back with a new delivery date and time." On 2/15/15 I received a call that the new deliver date was 2/24/15 and I would be called the day before with the time frame. On 2/23/15, I hadn't heard anything and had to make sure that I or someone else could be here so I called again MYSELF at 3:00 pm and was told it would be between 9am and 1pm. Why does the customer have to keep calling the company to get the details? I find that to be ridiculous. On top of that now that the warranty has been used for the side rails, I either have to buy a new warranty to cover them or pay for the damage myself if it were to happen again. I asked the woman on the phone on 2/23/15 if there was anything Ashley Furniture could do for me, the least being giving me a new warranty for free and she said no. She said she would "put in a note" to have the Service Manager call me back..they've said that before and it's never happened. After having a broken bed for over 2 months now and having spent thousands of dollars there for furniture...they can't manage to give me a measly new warranty? When I say this is truly the worst customer service/product replacement that I have ever dealt with.Desired Settlement: I would like for Ashley Furniture to issue a new warranty to cover the replaced items (side rails) should this same problem happen in the future.

Business

Response:

Customer received delivery of the replacement rails on 2/24/15. The customer service manager also spoke with her on 2/24. Customer was requesting a protection plan on her rails at no cost in case they ever break again. As the protection plan company that we are currently working with does not cover rails breaking she was offered that if the rails break again we will order the parts and service the rails at no cost to her. Customer accepted that resolution.

Review: I purchased a electric recliner chair at Ashley. The same day it was delivered it broke 15 minutes after the service men left. I called the store and was transferred to their service dept, which was closed for the day. I then called on the next day and was given a 9/3 date for a tech to come out and look at the chair. I told them that a three week wait was unacceptable. After many back and forth calls, as well as a call to their corporate headquarters and consumer affairs, I was called by Robin and told she could have a tech out on 8/15 betwwen 230 and 530. I told her I would not be home , but if she could send the tech between 9 and 12 I would be here. She said she couldn't do that and I would have to take the 9/3 slot. She said she would see what she could do. I was later called back and told that if I didn't take the 9/3 slot, it could even go further. I again told them that was unacceptable but I would take that date because I felt threatened.Desired Settlement: Take the chair back.

Business

Response:

Dear Ms. [redacted], Mrs. [redacted] purchased furniture from our Toms River location and received delivery on August 12th. She contacted the Service Department the following day to state that the recliner was stuck in the open position. We did try to rectify the situation for the customer by offering an appointment with a technician the following day, however, the customer was not going to be home. As a result, the customer was assigned an appointment with a service technician for September 3rd. The technician was able to replace the power switch to complete the repair. 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, Monica M Ashley Furniture Homestore Ledgewood NJ

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have kept a log on all the calls I made, I was never given the opportunity to have a next day service. It wasn't until the 15th of Aug, when I spoke to Amanda did the service manager Robin W called to say she could have a service man come on the 16th. I told her I was going out at 12pm and she could have the service man come between 9 and 12. She again said she could only schedule a Sept. 3rd day. As far as I'm concerned their service department needs to have some basic skills on dealing with the public. I found them to be rude, discourteous and arrogant.I got the feeling that from the get go I was only going to get a Sept 3rd date. Even their service man told me they have emergency appointments. I have tried to call Monica in response to her answer to you, but we seem to be playing telephone tag.

Regards,

Business

Response:

Dear Ms. [redacted], I spoke with Ms. [redacted] regarding the issue with her recliner. She is stating that she was not given the opportunity for "next day service", however, it is documented with the service center that one of the supervisors spoke to her the following day. Ms. [redacted] was not able to take service at the time that she was given due to a previous engagement. At this time, the repair to her recliner has been resolved. 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, Monica M Ashley Furniture Homestore Ledgewood NJ

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Spoke to Monica and nothing was accomplished. So the case went no were. In ending the conversation there was nothing done. Thank you for help.

Regards,

Business

Response:

Dear Ms. [redacted], The issue with Ms. [redacted]'s recliner has been resolved. The technician went out to the customer's home and repaired the recliner. When I spoke with Ms. [redacted] she indicated that she felt that she was getting the "run around" from [redacted], who we use to repair our customer's furniture issues. She indicated that the person that she spoke to at [redacted] was not very helpful with trying to get her an appointment in a timely manner. Ms. [redacted] also mentioned that the technician they sent, Frank, indicated to her that he lived 10 minutes from her home and could have been there in 10 minutes any morning before her scheduled service date. Unfortunately, Ashley Furniture has no control over [redacted]. They are a third party company that we use to repair customer's furniture. On the same day that I spoke with Ms. [redacted], I did contact [redacted] and spoke with Sasha. I did relay Ms. [redacted]'s concerns to her at that time. 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. Sincerely, Monica M Ashley Furniture Homestore Ledgewood NJ

Consumer

Response:

Review: [redacted]

I am rejecting this response because:As far as I'm concerned they did nothing in a timely manner. So as I told Monica I just won't buy anymore furniture from them. I still think it was unnecessary for me to go this far, and still get the Sept 3rd date. Their problem is with [redacted], they should see to it that this kind of turn around is done more quickly. Thank you for your time.

Regards,

Review: bought a dning room table 12-16-15 delvered on 24of dec. told delivery man it was damaged he told me to call store after Christmas an get a new table I did I,ve gotten a run around ever since they sent a man 3 weeks later to inspect table he saw the damage took pictures told me store would be in touch with me 10 days latter received a call from there office a woman tells me she has pictures she can,t see any damage told her damage all over the table dings dents and looks like scribble all over table she said shed send another man to check it out iwaited on the day he was scheduled from 9am- 12noon he didn,t show igot a call at 1pm from the man said he just arrived told him I went back to work so there office rescheduled they just cancelled said there man was injured on another customers house so I said send someone elseso she said ok but not till march 5 can you please help me out!!!Desired Settlement: I would like what I paid for a new dining room table

Business

Response:

To Whom It May Concern:This customer didn't purchase from our franchise. The purchase was made in [redacted]. That group operates out of the Ledgewood location. Please forward this inquiry to them and remove it from our tally.Thank you, [redacted]

Consumer

Response:

[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.]

like I said in our original complaint this is just a nother part of them giving me the run around we should have sent the complaint to the store in toms river or ledgewood mall in [redacted] they say there privately owned an operated if so can anybody help me with this simple exchange

Regards,

Business

Response:

Dear Ms. [redacted] Thank you for contacting us regarding Mr. [redacted]'s concerns. Due to the delay in getting another service technician out to his residence, we are going to exchange the table as a one-time courtesy for him. I told him that he would be receiving a phone call on either Monday or Tuesday with a new delivery day. If you require any additional information, please do not hesitate to contact me at [redacted] Ext. [redacted] between the hours of 10:00 AM to 5:00 PM Monday through Friday. Sincerely, Monica Marquart Ashley Furniture Homestore Edison, NJ

Consumer

Response:

[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.]

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,

Review: We purchased living room furniture from Ashley and within 6 months the colors started to fade after making phone calls the customer sent replacement seat part of the furniture but did noting about the back rest of the furniture due to the fact that this is non removable part, its now almost 18 months and this furniture is falling apart from regular use all the nails are pooping out our child got hurt on one of them that was exposed and sticking out of the furniture the pillows have shrunk about the half of the original firmness and all the colors have faded totally, its embarrassment to even have guest see this furniture any more and this is amazing to see this happen and we haven't even payed it off on our 2 years contract this is the worst quality furniture I have ever purchased and we paid top dollarsDesired Settlement: either replace or repair or give us credit to get another one with hopes of better quality

Business

Response:

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].

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My husband and I have been loyal Ashley's Furniture customers for several years now. We recently purchased a living room and bedroom set which was delivered on May 2nd to our new home. We accepted the furniture (fully insured) on delivery. However when the our couches were placed in the living room we noted to the delivery men that the pieces looked odd from what we were expecting, he informed us this is what we ordered and promptly left. My husband called the store twice within 48 hours indicating that we needed to make a swap and add a piece. The woman he spoke to told him clearly that he would have to speak to the sale associate that took our order and come back into the store. We were unable to reach her in the time frame and were on vacation for a week. We officially moved into our new home on May 11th at which point we were able to finally look at the furniture properly and realized that the couches delivered were just in the reverse order of what we expected. I went to their store personally on May 13th to have the issue resolved because the sectional is nonfunctional in our home as is. At first they concluded there are no returns or exchanges. However I was not looking to return or exchange for another sectional just reverse the pieces which were ordered incorrectly. We had gone to the store with a print out of our floor plan when the order was originally placed. We strongly feel that the sales associate placed the order incorrectly. After several hours of no resolution I was sent home to leave another message with their customer service (no return call received). We were up sold several things and accepted them all graciously including the insurance. We expected proper customer service and understanding however were denied both.Desired Settlement: I would like the two end pieces which are facing the wrong direction and were ordered incorrectly by the sales associate to be swapped for the correct ones at no cost to us because this was an error on the sales associates side. We were clear as to what we wanted and had provided her with the floor plan of our new home.

Business

Response:

To Whom It May Concern:This issue was resolved. The customer had a configuration change.

Review: The table I purchased had a defect. we called the warrenty company from the extended 5 year cover all plan they sold us. they said since it was within the 1st year the store must cover it. called the store to opem claim on 12/16/13 they said that the Warenty co. must hande it. this went on for a couple of weeks, finalyy after weeks of my calls and leaving messages for the store manager of sevice manager they answered my call an or about 1/18/14. they said they would send a tech out to look at it. Ricktheir supposed tech came on 1/24/14. bearkly looked at it mainly tried to tell me wy I should go eith saying it was a chipo not a defect and have the warrenty company handle. I would not agreee to say it was a chip since a do not believe it was(either one is covered by the plans)

I told him I did not care if it was the warrenty company(who works for ashley) or the store that handled it I just want it replaced or repaired. He said it could not be repaired would have to be replaced. He said his boss(Danielle) would work it out with the warrenty company and I would hear from them in about 3 days. over a week went by, I received no call or email. So I called and no response and have called the and left several messages for [redacted] as well as the main # for the store manager to call me back and have not received a reply of any kind still to this day. The Man Rick who came did not have me sign anything or give me any type of paperwork reguarding his visit or proof he even worked for Ashley(very unproffesional). I do have his phone messages saved if needed.Desired Settlement: I am willing to exept a repair if it will look like new and not be noticable. The tech Rick said it could not be repaired and would need to be replaced.

Business

Response:

To Whom it May Concern, We have reached out to the customer in an attempt to rectify the situation. We left [redacted] a detailed message that we will be exchanging the table for him. The exchange on the table is scheduled on Wednesday March 5th 2014. If that date is not good for [redacted] we have informed him to contact us to reschedule. We are still waiting to hear back from him. If there is any other information you may need please feel free to contact us.Thank YouAshley Furniture Homestore[redacted]

Review: The corner piece of a sectional sofa was delivered with no motor and defective fabric.Ashley recommended repair because they were no able to determine when a replacement piece could be delivered.After months of trying to get this unit repaired to new quality Ashley failed and is no longer taking action in this matter.Recently another piece of the sectional has a board that has fallen out of the recliner. Clearly compromising the functionality of the unit.Desired Settlement: Replacement of the defective furniture pieces

Business

Response:

We did not receive the paperwork for this customer until today because the information was sent directly to the showroom and not our corporate office. Sorry for the delay. I also notice that online we have two different profiles for our Paramus location. Please see if that can be corrected.

As per this customer’s concern, Mr. [redacted] did have issues that we addressed under the manufacturer’s warranty. The issues were serviced by our Certified Ashley Specialist on December 29th , 2013 and we closed out this customer’s service upon receipt of the paperwork. At this point, we cannot determine what has now occurred with this customer’s piece.

Our merchandise has a one year manufacture warranty which states that Ashley Furniture Industries, lnc. is limited to repair, or at its option, replacement. Ashley Furniture Industries, Inc. will pay, repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., at no charge to the original retail purchaser.

We are willing to send out an Ashley Certified Specialist to the customer if they are having additional concerns with the piece, but we must be given the opportunity to bring the piece up to manufacturing standards.

Thank you,

Review: On 06/13 I order a chest/dresser and protection plan with a total value of 619.52 including taxes. Delivery was to be 06/19. I took a day off to receive the piece only to get a call that it was damaged and would not be available. I was told someone would contact me. A week later I had to call since nobody called me. I was told it was sitting waiting to be delivered but nobody knew anything. The next delivery attempt was set for 06/30 from 11-3. I expressed that we would be available only at noon and was told we were order number 5 on the truck and it would be more than enough time. We were called at 11 am and told the truck was outside waiting and that they can not stay. I called the service again since nobody would contact us and they said the driver refuses to return and they were sorry. At this time they offered a $50 credit for the issue in good faith which since we were starting to get frustrated was a nice start. I took another day off on the new delivery date of 7/7 to avoid any other issues. This whole time we had to work around the STORE not them accommodate the consumer! When the delivery came it was not even the correct piece of furniture and our only recourse was to call and complain again. Now it has been 37 days and no furniture. I was told they would try to work something out and deliver this Friday 7/10. I asked what would be done to compensate me for this nightmare of an issue and was told only a $50 gift certificate would be issued, This was completely unaccepted since I burned 2 vacation days to wait here for nothing! I would not buy from this merchant again not after they add insult to injury and put my 9 month pregnant wife in an upset state since this dresser is in order to move our 3 year old into his room so the baby's room can be ready to go. This is the WORST service I have ever even heard of never mind received from a business.Desired Settlement: I would like a credit to my credit card. I was given $50 which is a good start. Usually a discount should be issued in credit when such a bad experience is had. I would expect a 25% credit Totaling 154.88 - the 50 already received is 104.88 total credit that should be applied. This is the only way to make such a nightmare like this any better and to have me consider this business again. I would also like the Store Manager to contact me and apologize for this since nobody from the Management team wanted to help me until the last minute.

Business

Response:

We have received your complaint regarding our mutual customer, [redacted]. We have contacted the customer and have issued an additional credit of $100.00 to his credit card account for the multiple issues. 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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I accept the additional 100 credit making my 25% discount happen.

Review: On May 21, 2011 we purchased a Chaise/Durablend/Ivory, Item ID 9270215 for $389.95 at the Ashley Furniture Store in Paramus, NJ.

On that day we also purchased a Comp Protection Plan for $299.99, this was a Five-Year Protection Plan.

On March 7, 2015 , my wife called [redacted] and spoke to [redacted] ,customer service rep at [redacted] and advised her that the Ivory Chaise

was cracking on the head area. She asked for a serial number which my wife replied that there was none.

[redacted] then asked my wife to email her photos of the chaise which she did.

Today, [redacted] called and told me that she received the email however there was no serial number.

I told her that there was none, like my wife mentioned previously.

[redacted] replied that without a serial number she could not file a claim.

I told her that there must be an alternative solution , we are not at fault that there was not a serial number.Desired Settlement: It seems that Ashley will not honor its Protection Plan, as such ,

I am requesting a Refund of $299.99 for this plan.

Business

Response:

Thank you for reaching out to us with Mr [redacted] couch, Ihave reviewed his concerns and I’m going to research to see if we have otheroptions. I appreciate how frustrating this situation can be and we arecommitted to resolving Mr [redacted]’s issue. He can expect a call from my office before WednesdayMarch 18, 2015

Consumer

Response:

I am rejecting this response because:We did receive a call again from [redacted], not from any manager.The response was the same, without the serial number they cannot help.Thru no fault of our own, there is no serial number on this piece of furniture.We have the sales invoice and the item number.I believe that this company takes the serial number off its merchandise prior to sale.I believe this is CONSUMER FRAUD!

Review: We purchased a leather couch form Ashley Furniture with the 3 year protection plan. In June 2015 we had wiped the couch using a leather wipe and the color came off of the couch. We filed a claim with the protection plan company after going back and forth for over 2 months we were told our parts were on order and they would fix and/or replace the couch. I've heard nothing, beginning of September I contacted Ashley directly and they were looking into the "on order" parts and no one gave me an answer. 2 weeks ago I tried Ashley's corporate customer service, explained the situation and haven't heard from someone since!!Desired Settlement: We want the areas of the couch in question repaired and/or replaced as per their extended protection plan agreement!!!

Business

Response:

Dear Ms. [redacted], We have received your notification regarding Mr. and Mrs. [redacted] and thank you for bringing the complaint to our attention. The customer contacted our Service Department on July 21st indicating that they used a leather wipe to clean their furniture and it caused some discoloration. Apparently, they had also contacted the Protection Plan Company and filed a claim with them as well. We have received notification from the Protection Plan Company authorizing Ashley Furniture to order material for the customer. The parts are on order but have not yet shipped to the customer's address. I have contacted our representative and they are going to call Ms. [redacted] to provide her with an update. 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, Monica M Ashley Furniture Homestore Ledgewood NJ

Consumer

Response:

I apologize for the responding but our dog had just died!! Ashley furniture NEVER called or relayed any type of message regarding our parts! Therefore I didn’t even know they were sending the parts and we were away on vacation so I had to scramble to find someone to get the packages and luckily my husband has an account with UPS that notified him of the delivery otherwise they would have been outside for a few days! And what am I suppose to do with a box of parts????

Business

Response:

The parts have been delivered to the customer’s address. I reached out to our representative at the Protection Plan Company and left a message indicating that the customer has the parts and is ready to have a technician dispatched to her home to repair the damage. 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, Monica M Ashley Furniture Homestore Ledgewood NJ

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it took me complaining to the Revdex.com to even get a resolve to this issue and then once I received the parts in the beginning of October I had to call the company to even find out what to do since there was no email or letter inside the parts in regards to what to do. I called them and asked if I am suppose to re upholster my own couch!! they said they would have someone contact me and that took about a week!! I finally have an appointment to get this issue resolved! Their customer service is horrible!!

Regards,

Review: Years ago my wife [redacted] and I bought some furniture from Ashley's including their protection plan. Included in that furniture purchase was a KING sized temperpedic mattress for our bed. The sales rep told us that we should buy the protection cover so that if any damaging fluids ever spilled on the mattress that they would replace the mattress if it penetrated the protective cover that they sold me for $100.00.

Now, years later my daughter spilled some juice on the cover that went through the protective cover and stained the mattress. The stain does not come out.

Remembering this purchase I called Ashlsey's so that they could service the mattress and replace the cover as I was told by our sales person.

I spent an hour calling and getting transferred to dozens of different places only to be sent to the manufacturer of the cover. They asked me to send them a copy of the receipt and that they would send me a replacement cover and address the repair of the mattress.

An hour later they emailed me saying that since I bought the cover the following day (because I made a multiple item purchase) that ONLY the cover would be covered not the damage to my mattress. They shipped me a new cover.

I then called Ashley's and asked them about this and they basically said "Sorry there is nothing we can do and we apologize that your sales person didn't know enough to tell you". "There is nothing we can do for you."

Well that's wonderful. I'm ecstatic that I spent 2 grand on a mattress, got suckered into spending $100 on a cover with false belief from a sales man that was just anxious to make a commission advising me that it would actually do it's JOB and ensure the safety and protection of the mattress that I sleep on daily. Now I have a damaged mattress that NO ONE cares about because Ashley's suckered me into purchasing a protection that was FALSLY advertised by their sales team. They're happy that they got paid I'm sure, but I'll never shop there again!!!!!!!!!!Desired Settlement: Mattress replacement!!!!!!!!!!!!!!!!!!!!!! Immediately!!!!!!!!!!!!!!!!!!!!

I bought the protection cover in May and didn't get the mattress until JULY because we were moving and because of delivery. Why in GODs name would anyone think that I would want a protection cover PRIOR to a MATTRESS if not for the purpose of protection!!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

To Whom It May Concern:We have reached out to this customer and assisted the customer through the claim process. We are working with the [redacted] team and the customer to resolve the staining. I will personally follow up with the customer with information as soon as [redacted] provides it.

Review: I purchased a number of items from Ashley Furniture in [redacted] NJ in March of 2013. A year later the drawers to the king bedroom set started to break. I had originally contacted the extended warranty company ([redacted]) thinking they would cover the damage since I purchased the warranty. They explained that it would not be covered and that I should contact Ashley Furniture, so I did. They sent a technician out who reported back to them that the drawers themselves were fine but the drawer glides were broken and needed to be replaced. Weeks later I finally received the glides then had to wait a few more weeks for another technician to come out and replace them. He determined that the incorrect glides were ordered and reported back to Ashley to have the correct ones ordered. After a few weeks of no follow-up from Ashley I called to check on the status of the order. They then informed me that the glides could not be ordered because my bedroom set was discontinued. I asked that they speak directly to the technician who looked at my furniture, because he told me that the glides are standard pieces and can be ordered. Once that was resolved, I was told that the glides were being ordered as we spoke. That was back in April! I have tried to follow-up numberous times via email with the customer service department to which I have received no response. This entire process has taken almost a year. The service is completely unacceptable in my opinion.Desired Settlement: I would like the correct glides to be ordered and replaced so that the drawers in my dresser function properly.

Business

Response:

Dear Ms. [redacted], Thank you so much for contacting us regarding our customer, [redacted], and bringing her dissatisfaction to our attention. I contacted [redacted] this afternoon regarding Ms. [redacted] nightstand. I spoke with [redacted] who indicated that they did offer Ms. [redacted] the opportunity to reselect a new nightstand or take a cash settlement to keep the damaged merchandise. I was informed that Ms. [redacted] accepted the cash settlement for $66.37 and the check cleared on February 28th. Unfortunately, we cannot order any additional parts for this customer as the item has been discontinued. If you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:00 AM to 5:00 PM Monday through Friday. [redacted] Ashley Furniture Homestore [redacted] NJ

Consumer

Response:

Review: [redacted]

It seems as though the glides have finally been ordered in response to this complaint. It is unfortunate that it had to get escalated to this point due to poor customer service. The last phone conversation I had with a customer service rep was back in April and I was told the glides order was being placed as we spoke. Now I am receiving the glides in July...three months is quite unacceptable. I am requesting to be contacted so that I can schedule a technician for the week of July 13th. I do not want to wait to receive the glides then have to wait another month or more for the availability of a technician.

Regards,

Business

Response:

Dear Ms. [redacted], We have contacted Ms. [redacted] regarding the ongoing issues with her furniture. I explained to Ms. [redacted] that she did purchase clearance furniture which means that it comes with no warranty. It was left that Ms. [redacted] would be contacting the [redacted] store once she receives the parts which are scheduled to be delivered to her home the week of July 6th. At that time, a technician will be scheduled with Ms. [redacted] at a time that is convenient for her. Unfortunately, a technician cannot be scheduled until the customer has the parts in their home. If you should require any additional information, please do not hesitate to contact me at ###-###-#### between the hours of 10:00 AM to 5:00 PM Monday through Friday. [redacted] Ashley Furniture Homestore [redacted] NJ