Ashley Furniture Home Store

Review: Made a purchase of a Bunkie board from the local store on 9/5. Was promised delivery on 9/12 during a 4 hour window. No call, no delivery. After I contacted store, then promised delivery on 9/18 during a 4 hour window, again, no call, no delivery.Desired Settlement: Would like the product purchased delivered, and the delivery charge refunded, $49.99.

Business

Response:

Dear [redacted] I do apologize for not responding sooner to this complaint. This customer did purchase from our Phillipsburg store and a full refund of $155.14 was issued to the customer based on the fact that we could not deliver the Bunkie board to the customer on the scheduled date. The refund of $155.14 was issued on September 19th. If you should 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[redacted] Ashley Furniture Homestore Ledgewood 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: This complaint has actually multiple issues. The first being the extremely poor customer service at this location. On July 31, 2014 I purchased a loft bed for my grandson and was promised delivery on Aug. 7,2014. The policy of this store is the old furniture must be removed before they will deliver the new furniture, so I threw out his toddler bed. On the delivery day 8/7/14, we found they only delivered HALF the bed, on the advice of their driver we were told to refuse delivery and to call the store. I called the store only to be told they would look into what happened and call me back. They didn't, I called them and was told it was a mix up and they would redeliver on 8/10/14. I was very upset since I already threw away his other bed so customer service said they would refund my shipping and give me a 100.00 gift card. I expressed my concern that that wasn't getting my grandson a bed for the next 3 days. On the next delivery day of 8/10/14 the driver stated that he only had HALF a bed and assumed I had the rest here, which I didn't. I called the store AGAIN and was told that department was closed so they couldn't tell me if the missing parts were there or not but they ASSURED me the complete bed would be delivered on 8/14/14. I asked at this point where my refund was and was told it was being processed. Two days later I received the gift certificate but no refund. I called AGAIN and was told the refund was going out on 8/14/14. A full week after I was told it was done. On 8/14/14 the delivery came for the THIRD time and the drawer in the dresser was missing. At this point I just needed a bed for my grandson so I accepted the delivery and called the store AGAIN to tell them of the mess up. They ordered another drawer and said I would have it in 2 weeks! Today, 8/27/14, the drawer came and it is broken, I called the store AGAIN and was told ANOTHER drawer was being ordered and it would be 1-2 weeks. I inquired about my refund and was told it was just mailed on 8/23/14 a FULL 15 days later.Desired Settlement: I think with all the run around and inconvenience I was made to endure, plus the fact that I STILL haven't received my refund that I would like 50% of my purchase refunded to me. Plus my shipping. I believe this is a fair settlement for the way I have been treated.I also filed a complaint with their consumer affairs department but have heard nothing from them. It has been almost a full month of nothing more than talk but very little action from them.

Business

Response:

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]

Consumer

Response:

Review: [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,

Business

Response:

We do not accept arbitration due to the fact that we are going to give the consumer what she is asking for and refund her for 50% of her order. The delivery charge has already been refunded. The consumer should be receiving a check in the mail within 7-10 business days. If there is anything else that you may need me from me please let me know so we can finialize the issue.

Thank You

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: Hello, I purchased a new sectional on 8/30/13 and bought a warranty from Ashley Furniture at the time. What was told to me is the sectional is 100% covered for the next 5 years if anything were to happen to it then it would be either replaced or fixed. For the past month plus I have been dealing with the third party company Ashley uses for warranty on there furniture. I have been told every day someone will call me back and no one does. My recliner is broke, I have a stain that will not come out on my recliner and my chaise padding is worn down and lumpy. I feel it's a game for this company to see how long until I give up. My reference numbers are [redacted] and [redacted] and the only email I got from this company was [redacted] One manager I spoke with was [redacted] which told me he would follow up and call me back but failed to do so.Desired Settlement: I would like my sectional pieces replaced

Business

Response:

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]

Consumer

Response:

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. Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

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]

Review: The couch that I purchased on Saturday 4/28 was delivered today (4/30). At the time of delivery the couch seemed ok but upon closer inspection about 6 hours after delivery there was a clear rip in the back of the couch. Ashley Furniture's customer service center is actually closed prior to 6:30 which seems unreasonable. When I contacted the store I was told that the couch has now been delivered so the issue is now mine to deal with since the couch is now mine. The store manager told me that the couch would not be replaced and would only be repaired and further told me that he can't order a new couch to be delivered later in the week.

I am extremely disappointed in Ashley, they have nice furniture but terrible customer service and managers that won't help with a problem with a piece of furniture that they sold! The manager actually told me that the satisfaction of the customer with the merchandise is not something he has anything to do with.Desired Settlement: I want the defective couch picked up and a new one delivered within a week (5/7).

Business

Response:

To Whom It May Concern:Ashley Furniture HomeStore was able to resolve the issue with the tear. We had a certified specialist reupholster the sofa. At this point the customer is happy and the issue is resolved.

Review: I purchased a mattress for 228.00 plus tax and a 45.00 delivery fee. After having the mattress for less than a month the springs became extremely noisy and jammed every time it was sat on. Not satisfied I contacted the customer care department and they said there were no refunds or exchanges. After explaining this is not how I perceived the mattress in the showroom I demanded some customer service. The only option I was given was that they would send out an inspector to come to the home and take a look at the mattress and their will determine what if anything should be done. The gentleman came and did in fact hear the loudness of the springs and concluded it was a "low end " mattress. He contacted in my presence the EDISON headquarters and did in fact say that the mattress was indeed loud and spring noise was apparent but he said it wasnt a defect.. Not sure how you can conclude that not being the manufacture. The women on the phone said that I had 2 options. Either keep the junk mattress and donate it and take 30 percent off a new one or have the mattress picked up and I had to pay a "disposal fee" of 40 percent of 228.00 and get the remainder amount as a credit towards a new one. It wasn't until I got there did they say that not only did I have to pay another delivery fee of 45.00 I had no option to go to pick the mattress up at the warehouse... Why should I have had to pay for a delivery fee when I wanted to pick up the new mattress? They were coming here to pick up the mattress anyway for the 91.00 why couldn't that include my new mattress for customer service on this HORRIBLE EXPERIENCE? So in conclusion I paid 45.00 delivery the first time 45.00 the second time and 91.00 disposal fee anddd an extra 100.00 difference for a new mattress... how is that cusatomer service? At best I should have gotten my delivery fees waived and the new mattress for the same price as the one I was returning...... HORRIBLE COMPANY.. I got ripped offDesired Settlement: I want the delivery fees returned to me 90.00 total and the 100.00 difference the new mattress cost me. The new mattress should have been price matched for the inconvience

Business

Response:

To Whom It May Concern:The customer purchased a Sealy mattress from Ashley Furntiure. After having the product in the home for about a month, she determined that the mattress was making too much noise. As the servicing agent for the bedding manufacturer, we decided to send a Certified Specialist to determine if the mattress was defective. The Specialist officially reported back that the mattress was up to manufacturing standards. Since the customer was still not satisfied with the product we did offer her two different options. The first option allowed the customer to reselect a new mattress with a 30 percent off discount off of the regular price of a new mattress. With this option the customer could keep the mattress that she had as well as get a discount on the new purchase. In this case a new delivery fee would need to be paid, unless the customer was able to pick up the new purchase. The second option, which is what the customer chose was for Ashley to pick up the bed with the understanding that there is a 40 percent disposal fee. The remaining 60 percent was to be used towards the reselection of a new mattress. With this option, current sales promotions and bedding coupons are not applicable and the delivery fee is required. Please note that the customer was aware of these options prior to reselecting a new mattress. We have these offers available for customers that are just not happy with the original bedding purchase. In most cases we offer these options when customers state that they are not comfortable with the bedding that they chose. As you may know, comfort is a subjective issue and not a manufacturing defect.

Review: I bought Sofa-Set and Love Seat in 2011. The product has manufacturers defect as acknowledge by Ashley Furniture, however since serial number is visible only on Love-seat, Ashley is not willing to credit/replace the Sofa-Set even though sofa-set has same manufacturing defect as Love-seat. Even though it is visible that both sofa-set and love-seat has same defect, still they keep telling that since sofa-set has no serial number they cannot product credit for that product.Desired Settlement: It is manufacturers defect as acknowledge by Merchant himself, It is their duty to figure out serial number or any other identifier and they should replace the product or give full credit of my purchase.

Review: I purchased a power touch reclining chair, Nov of 2014. I also purchased the extended warranty. Needless to say the chair is defective. A metal rod broke in half. A furniture technician came to my house to assess the damage and determine if the chair could be repaired. He took pictures and sent them to the main office. It was determined that the chair cannot be repaired. They called yesterday and said that the broken chair has to be returned when the new chair is received. Ashley furniture will not pick up the broken chair or deliver the new one without another delivery fee of $49.00. I read the entire extended warranty and it does not state anywhere that in the event of a replcement another delivery fee will be charged. I have paid $149. To have 4 pcs of furniture delivered. This chair is defective. If I do not pay the delivery charge I have to take the chair to Newark de, I live in MilfordDe. I have no means to transport a chair to Newark. I am disputing the $49. Fee. The chair is defective, good customer service would provide a replacement at no extra charge. Please help me resolve this frustrating customer service issue.

Sincerely,

[redacted]Desired Settlement: Exchange of chairs at no additional charge.

Business

Response:

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] 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]

Review: My name is [redacted] and I recently purchased a home in Middletown, DEI'm a first time home buyer and had to furnish my residence from top to bottomI chose Ashley Furniture for a large portion of my purchases and was completely satisfied with the pricing I received and service I had with the Ashley's Furniture in Bear, DEMy wife and I spent a few thousand dollars at their store and furnished our living room, dining room and sitting room
We first noticed that upon delivery there was a small chip along with some water wear on the dining room table and living room tableLucky for us, we purchased the warranty on these items for an additional $so these small defects were fixable without costThey provided us with decent service and a gentleman came out and fixed both without issueDisappointed by the fact that the furniture was defected upon delivery we simply chalked it up as a small inconvenience
Over several months, we began noticing our living room table was starting to slant and wobbledI tightened the bolts and it didn't seem to have much effectWe contacted Ashley's Home Store in Newark, DE to have an assistant come out to check out our table and fix the issue seeing as this too was covered in the warranty
I spoke with [redacted] and I was advised the maintenance guy was not in but that they would contact me in a week to schedule an appointmentFair enoughA week and a half went by without a call so we proceeded to call again and I spoke with [redacted] who apologized for not calling[redacted] placed me on the line with [redacted] who was the maintenance guy and he asked me when a good time to come out wasWe agreed upon the upcoming Wedsmorning which he confirmed was best for himThat Wednesday, I waited from 7am-12pm at which point I called and spoke with [redacted][redacted] advised [redacted] was not coming out today but that she could reschedule for the next morningI was irritated by this but essentially was their mercy seeing as I wanted the table fixedOne more day would not hurt so I proceeded without causing a stirThe next morning I waited, again, from 7am-1pm at which point I called [redacted] againShe then told me [redacted] was sick and would not be coming in and asked to reschedule
After being stood up 3x, we asked for [redacted]'s manager and we were placed into contact with ArtArt apologized and spoke with [redacted] who advised he could come by in an hour[redacted] came on by and advised that the table we received from Ashley's was "defected" and "should not have been delivered"[redacted] stated he needed to replace the entire table seeing as the parts provided were defected[redacted] stated that the parts would have to be shipped to our residence and at that point we could call in to schedule ANOTHER appointment
A week has gone by and I decided to call Ashley's again to receive an updateI spoke with, yet again, [redacted] who, again, told me she'd "call back" with an updateI waited, again, from 8am-3pm and received no updateMy wife then called and spoke with [redacted] who was unprofessionally rude and essentially hung up on her[redacted] stated that there was "confusion" with the parts delivery and that she would have to "call back" when it was sorted outMy wife asked for the manager who was conveniently on "another call" and would "call back"
This debacle has been going on for a month and a half and the only progress we have had was the fact that our table was shipped to us "defected"It has been a nightmare trying to situate this and we have been through the ring around more than enough timesI tried to find information for someone who oversees this sort of process with negative results
We have spent thousands at this store and demand better service than an empty and unreliable "we'll call you back"It is now the holiday season and we have family coming overI do not want a faulty table sitting in my living room on a tilt as if it's the leaning tower of PisaIt's unacceptable
I apologize for the length of this and hope this sees someone who can assist me and my wifeWe are not difficult peopleI am a Police Officer and she is a middle school teacherWe handle our jobs responsibly and with integrity and simply request the sameIs there someone I can speak to who can assist me with correcting this defected table and service I've been receiving and someone who will treat me with respect and professionalism? This is not a business I would expect the Revdex.com to stand behind knowing the incompetence, unprofessionalism and disorder that is reflected upon its honest customers
Thank you and again I apologize for the lengthThis has been a nightmare in itself.Desired Settlement: Essentially I'd like this table fixed and I would like to be placed on top priority to have it doneIt's been roughly months since we brought the defect to their attention and after being stood up 3x and hung up on we'd like some courteous service for a changeWe are not requesting money back or any sort of complimentary service, though it certainly would be appreciated as a sign of respect and encourage our future businessUltimately we want our paid insurance coverage to be honored and treated as agreed upon and to not have a defected table in our house
Business
Response:
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 orderedCµstomer service then immediately placed an order for the correct legThat part was on bkorder for weeksit wanot apart instock at themanufacture andthey had to wait to get a shipment into send the customer the partThe part did ship on 11/14/and was received by the customer on 11/20/2014On 12/2/the customer was scheduled infor service of the cocktail table and the service as completed.Thank You,[redacted]

Review: had schedule delivery for furniture was damaged at arrival re-order next delivery 2 drivers did multiple damage got into verbal confrontation in my home which frightened me in process of more damage being done and damaging furniture too quit on the job would not speak to me and sped out of my neighborhood hung up on me contacted mangagement who came to home to schedule repairs and re ordered furniture 3rd time left several messages with general manager and owner requesting a discount for the loss of 2 days of work bad service and inconvinence and was not called back after 5 th call general manage says he is only able to get the repairs done and deliver furniture and a discount can not be giving for any reason also stated he has no control over what his employess d0, so unproffesional very unhappy spent $1700 for horrible service and feel I deserve to be compensating in some type of way.Desired Settlement: they are scheduled to come fix damage have pictures upon request however I believe I deserve some sort of compensation for this HORRIBLE BUSINESS.

Review: We ordered a very expensive entertainment center using Ashley Furniture credit. Upon the first delivery attempt the furniture had several damaged locations and was quickly rejected and sent back with the very unprofessional delivery men. We were told that Ashley had a technician on site that can repair the damage. After about 1 week we were notified that a part had to be ordered from another country. Another 2 weeks passed by. The 2nd delivery was a little more professional but after taking a close look at the item we noticed several new damages. The drivers had said that they were instructed to leave the item no matter what and that the warranty would take care of any damages. After a day had passed and more time to look at the furniture we noticed even more damages that appeared to happen during the delivery. A call has been made to Ashley but we have yet to get a response.Desired Settlement: We would like a full replacement with an undamaged product and a minor price adjustment for the inconvenience.