Ashley Furniture Homestore

Anterior sofa frame is dipping. Purchased 5/1; delivered 5/28;problem noticed and customer service contacted on 6/6. Not come to address issuesofa purchased 588.88; model number XXXXXXX; purchased 5/1;delivered 5/28; problem noted 6/6. contacted company: 6/6;6/8;7/1; pictures sent to company on 6/6. appt for evaluation set for 7/1; appt. cancelled by company and company wanted to reschedule in August. customer code XXXXXXXXX. Sales rep. name [redacted] Store manager [redacted] refused to speak with me, Asst manager [redacted] informed this writer that the complaint would be forwarded to "corporate managers". I was informed by the customer care personal at XXX-XXX-XXXX, that there was no one I could speak with to resolve this issue that I just needed to reschedule the appt to have my sofa evaluated. My daughter and I are the only ones who live in my home and neither one of use ways more than 170lb. 5'10". We are home very little and sit on the sofa to watch TV even less. I was informed that someone from the store would have to see the sofa to see if it could be "fixed" or if it needed to be replaced. They informed me on 7/1 that they called last week to reschedule. I was on a cruise and had no messages. I called the company this 7/1 at 0900 to confirm appt for 7/1 I recalled at 130p.m. on 7/1 and was informed that they would not be coming today and was then informed that there was nothing I could do but to reschedule.Desired SettlementI would like to have my sofa replaced or refunded.Business Response Good Morning,Thank you for forwarding [redacted]'s concerns over to us. We apologized for not properly addressing her concerns. We have attempted to reach Ms. [redacted] to advise the earliest date of service.Ms. [redacted] has been instructed to reach out to our Customer Care center should she need to reschedule. As a goodwill gesture, we have also offered compensation due to this inconvenience.We will continue with the Service Appointment. If this unit come across as being deemed defective by our Certified Technician, we will move forward with other options. Regards,Consumer Response The company did call and left s message informing me that the earliest they could come to view the sofa isdues would be July 28th. Since I notified them of the issues 9 days after receiving the sofa, June 6th, I took off from work to be at home when they arrived on July 1. July 28th falls on a Thursday, I have to take another day off from work, it will have been 8 weeks from the initial complaint and they are only looking at the sofa to determine if they can fix it or if it needs to be replaced! No that date is not acceptable to me. They need to come on July the 9th. Thank you for your concern in this matter. [redacted]Final Business Response Good Morning,Thank you for your response. We have reached out and left a detail message advising Ms. [redacted] we will honor the service appointment for Saturday July 9th.Thank you,

Extreme failure communicating rescheduled deliveries/no resolution to delivery issues, resulting in extreme inconvenience to working hours and familyOriginal scheduled delivery date: 12/31/14. I took off from work to be home for the delivery (scheduled from 8-11 AM EST). We had already removed furniture from the home in preparation - the delivery never showed. We called and after speaking with 2 reps, were told that they had rescheduled the delivery for Jan 10th due to inventory issues. No communication whatsoever. This cost me time off from work, and my family was without seating in the living room for OVER A WEEK. When they delivered the couch, it was missing the hook that actually holds the sectional together - unsafe! They sent the part, which UPS reported as lost according to tracking - tech was supposed to come out 1/24/15, but could not due to the loss of the part. We were then told the part would be reshipped, and tech was scheduled for 2/4/15. We have been forced to deal with an incomplete couch for three weeks post-delivery. The tech completed assembly on 2/4/15, and we were told by a customer service phone rep that we would be sent a compensatory check refunding the delivery - for the amount of $140. They sent us a GIFT CARD for this amount, which we explicitly said we did not want. We have been extremely inconvenienced, and we were told multiple times by CSR's that there was nothing that could be done. Extremely unhappy.Desired SettlementWe demand that a check be sent out IMMEDIATELY for the amount agreed upon, $140. We do not want a gift card, for our business with Ashley will not continue once this matter is resolved.Business Response /[redacted]/Good Evening,Our records indicate a refund check was issued to Mr. [redacted].Thank you,Ashley Furniture HomeStoreConsumer Response /[redacted]/Close complaint. Issue has been resolved.Final Consumer Response /[redacted]/

I did not receive the full refund amount that is owe to me. The General Manager [redacted] is trying to give me the discounted price back.I originally purchased a 7 piece [redacted] living room set for $2,515.43 on 01-26-2016. The furniture was to be delivered to me on 02-20-2016. I got an call from Ashley furniture that my furniture was not going to be delivered on original date due to manufacturing issues. So, Ashley gave me another date of 02-27-2016. On February 27, 2016, two hispanic gentlemen delivered me my furniture and the furniture was damaged and dirty and the wrong set up, along with wrong color and they dropped my furniture and started arguing with each other, also, I didn't have all my pieces to my furniture, two pieces was missing. I went back to Ashley furniture took off one of the pieces and spoke with [redacted] the General manager.I received a refund for the armless chair recliner that was $339.49. He insured me that I was going to get the right set up I wanted,which I did, another color, which I did, and all new furniture, which I did not receive. The furniture is to be delivered to me on 03-19-2016, and he was going to put the best guys on the delivery. I got a phone call two days before delivery date to inform me that one of the pieces of my 6 piece [redacted] living room set is damaged. On 03-19-2016 the chocolate [redacted] living room sectional furniture that was delivered to me was used and not new, also damaged and I showed one of the delivery guys he said he can tear it off and I told him no because the piece is to protect the furniture from tearing up my carpet.I told him to leave it and I will handle this matter on Monday with [redacted]. I went to the store on yesterday 03-22-2016 and told [redacted] I want my money back (refund). [redacted] tries to refund me back the discounted furniture that was used and not the full refund that I originally pay for. I also have my original purchase receipt and I informed [redacted] that I have my original receipt. He said, "Ok, but I have to give you back what we sold you because you got the furniture at discounted price. I said to him, I did not purchase used furniture I purchased brand new furniture and you did not inform me that the discounted price was for the used furniture. If he would have told me that I would have ask for my refund then but he was trying to give me what I paid for which he did not comply. He sold me used furniture and was trying to keep my money for the price that I paid for. I want my money back from the new furniture that I paid for and not the used furniture that he was trying to refund me for. This is unprofessional business behavior and transaction. This should have never taken place.I want my full refund and I saved this money up for two years to get this furniture and when I finally find the furniture I wanted, I got jacked on the brand new furniture, I got dirty damaged furniture, then turn around more damaged furniture and used furniture when I paid for new furniture. This is unethical professional behavior and poor business behavior and I am very disappointed and now I'm without furniture in my house.Desired SettlementI am seeking my full refund of $2,180.64, that I suppose to received from them.I paid for new furniture not used furniture. I want my $2,180.64 from Ashley furniture, I will not except nothing less than that for what I have to endure by them.Business Response We have reached out to inform Mrs. [redacted] we have received her concerns, and look forward to resolving this matter with her. We also left a detail message giving the option to follow up with a member of our Executive Customer Service Team. We will continue to work towards a resolution and further advise.Thank you.More Info Received From The BusinessWe did go over the refund with customer. On 2/23/2016 we issued a check in the amount of $274.13. Later on 3/11/2016 another check was issued in the amount of $339.52. We have advise customer the final refund will be in the amount of $1901.78 which equals to the full amount of $2515.43.Customer still feel the amount is incorrect, together we did the math and was coming up with the same, however guest still insist that the sale taxes are missing.We inform customer the taxes and all are included. We did advise customer to give a couple of days to receive the refund.Consumer Response I am very disappointed in Ashley Furniture and the way I have been treated is unfair and very unprofessional. I have no furniture in my house and now I have to go back out here and find furniture because of their unethical behaviors and non-communication. I am stressed behind how I have been treated and now I have to pay the cost of being stressed behind something they caused. I should be rewarded at least $300.00 for damage to furniture.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I agree with the refund, however for what I had to endure behind Ashley's furniture unprofessional demeanor towards a customer who paid for furniture in January and now have no furniture in her house because of their mishandling of the furniture. Final Business Response We have reached back out to Mrs. [redacted] to address any additional concerns. Customer has confirm the refund amount is correct, however she has requested compensation as a good will gesture. As explained to Mrs. [redacted], we apologize for the inconvenience, however compensation is not offered on a refund. Thank you

Very disappointing customer experience with Ashley Furniture HomeStore. Bought a Sofa, love seat, cocktail table and an end table on May 30,2016. Delivery was scheduled on June 8th. Once after they came to deliver, the love seat was damaged and the end table is wobbly (one of the legs was short). Declined delivery for these 2 items and they took it back. Was promised a call back to resolve issue same day, did not get a call till I called next day. None of the customer service personal spoke was helpful.
Cancelled love seat and they charged $45 cancellation/re-stocking fee for an item not delivered. Also end table was scheduled to deliver on June 12th 2016.
The again brought the same wobbly / only leg short end table to deliver and had to decline.
They seems no quality check and customer service very poor. Do not think you can ever go back to Ashley. Unnecessary charge of $45 as well as attempt to deliver defective product twice.","neg-1

First, after purchasing over $2,000 worth of furniture (dining table, chairs, two sofas and an ottoman), they delivered the table with obvious attempts to cover up damage. This was hassle number one and a harbinger of things to come.
Next about 14 months after acquiring the above items, screws began falling out of the chairs and/or dining table. Asides from this exhibiting shoddy craftsmanship, I have two young children (2 and under) who put anything and everything they find on the floor in their mouth. The fear this has put into my wife and I that our child could require an ER visit due to furniture from Ashley Furniture is beyond overwhelming.
The icing on this horrid cake is the lack of care or resolution to the above. Be warned: 12 months is all they'll express they cover with warranty and they [redacted] stall, delay, not respond to you to push you outside of this time frame.
Read the other reviews. Please do yourself and your money a favor and consider ANYWHERE else, including used furniture from Goodwill or the Salvation Army before wasting your money here.

Very disappointing customer experience with Ashley Furniture HomeStore. Bought a Sofa, love seat, cocktail table and an end table on May 30,2016. Delivery was scheduled on June 8th. Once after they came to deliver, the love seat was damaged and the end table is wobbly (one of the legs was short). Declined delivery for these 2 items and they took it back. Was promised a call back to resolve issue same day, did not get a call till I called next day. None of the customer service personal spoke was helpful.
Cancelled love seat and they charged $45 cancellation/re-stocking fee for an item not delivered. Also end table was scheduled to deliver on June 12th 2016.
The again brought the same wobbly / only leg short end table to deliver and had to decline.
They seems no quality check and customer service very poor. Do not think you can ever go back to Ashley. Unnecessary charge of $45 as well as attempt to deliver defective product twice.

Failure to honor return policy.Mattress & box spring purchased 5/26/2016, delivered 6/7/2016. Husband accepted the deliver and was told then I had 24 hours to return. Box spring is too high and its a strain for me and my dog to get on bed. The height was discussed with the salesman, [redacted] and I made it known that I did not want a high bed. Called immediately to EXCHANGE. Management refusing, claiming item was sold "as is". Paid $200...which I wasn't aware of because that is not the cost that was quoted to me. Total cost for mattress and box springs was $853.99. Mr. [redacted] told me when I spoke with him on the phone that there was a 5" mattress available...I requested to switch for a bunker board, which will allow an easier access to the bed.Desired SettlementI would like for the box spring to be exchanged for a bunker board and a refund of the cost difference.If this is not possible, I want a refund of the box spring and I will return it.Business Response Good Evening,Thank you for forwarding Ms. [redacted] concerns over to us. Ms. [redacted] has been advise at the point of sale that all sales are final for mattresses, foundations, adjustable bases, Bunkie boards, metal rails, pillows, bed linens, mattress protectors, rugs, accessories, showroom merchandise, clearance and outlet items. We apologize according to our Terms and Conditions that Ms. [redacted] signed in reference to the bed foundation,we will not grant a refund nor return of the box spring.Regards,Consumer Response I was not advised at purchase that all sales are final...I NEVER would have purchased if that had been the case.The information received (bill of sale, etc.) indicates a 24-hour window of time to return items. That was also communicated by the delivery person when it was delivered. That was also the response of the Customer Care person when I called within the 24-hour time-frame for assistance with exchanging. If the Terms and Conditions were all sales final, why would something else be communicated?My compromise settlement is to let every media outlet know of the customer service provided by Ashley Furniture. This deal was done under-handed, they do not honor the terms and conditions as printed and I will never purchase from them again. The world will also know of my experience. This is a prime example of why the company cannot stay in business.Final Business Response Hello,Thank you for forwarding Ms. [redacted] concerns over to us. Our Terms and Conditions state that the 24 hour period is to report any unseen damages to the case good and upholstery merchandise during the delivery process. Our Terms and Conditions also state that all mattress sale, and bedding items are final sale. We apologize that this response isn't acceptable to Ms. [redacted]' however no further assistance will be offered from Ashley HomeStore.Thank you,

Ordered furniture in April was to be delivered on 5/23. Didn't get all the pieces STILL! What I got was delivered dirty. Just keep going round & roundpurchased over 5 grand worth of furniture on 4/10/15. 11 piece living room, & 8-9 piece of bdrm furniture plus mattress/boxspring. Delivery was set for 5/23/15. I get a phone call either the 18-19 of May that the loveseat & throw will not be delivered till the following week. Manufacture issue. Then on 5/22 I get a phone call that we will not be getting the mattress/boxspring They thought they had it in the store they didn't & had to order it & has not come yet. Also we have the headboard but no footboard. We can't send 1 w/o the other. What furniture I got was DIRTY! It took me 40 minutes to clean the layer of dirt & black stuff off. Plus they drivers left trash in my driveway. I called the store & spoke w/[redacted] first. Followed by [redacted] My nightstands were not included but [redacted] said he'd give them to me free of charge. I was told I'd get the rest of my stuff the following weekend 5/30/15. [redacted] said that he could get me a temporary bed since I was sleeping on the floor. That NEVER happened no one called!! I called on 5/28 to make sure I was getting my stuff. I told [redacted] that I didn't get my temporary bed & he apologized. I said well it's late now I am getting my furniture in 2 days right?? He assured me yes I was. Then I get a call from the warehouse again on 5/30 there's been a manufacture issue w/your headboard & your mattress it'll be on 6/2. I Called & spoke [redacted] that day & I told him I've been sleeping on the floor!! This is unexceptable. I want my furniture tomorrow! He said he needed time to call the warehouse to see where my stuff was. After a bit he called me back & said my furniture would come on Sunday 5/31. When the guys pulled up 1st words out of there mouth was Did logistics call you?? No....oh that you were coming yes. He said no they should have called you about your bed. We don't have it all we have is the loveseat & mattress/box spring. I called & spoke w/[redacted] was on vacation yet again 5/31 & told him how displeased I am. That I shouldn't have to wait until 6/10 for my remaining furniture. I spent almost 6 thousand & this is by far the worst service ever! He said give me sometime to make some calls & see what is going on. I said ok are you going to call me back today or tomorrow the latest. He said yes! Come Monday afternoon 6/1 I called to speak to [redacted] since he didn't call me I was told he's out of the office till Wed 6/3!! So he's out & [redacted] is on vacation. I said is there ANOTHER manager I can talk to?? I spoke w/[redacted]. He said I could come in & pick out any pillows on the floor & he'd check to make sure the rest of my stuff would be delivered 6/10. I went to the store to pick out pillows & he allowed me to get a throw also since I didn't get those. The he told me that I am scheduled for 6/16. I said are you sure?? He replied well I am not going to guarantee you anything. I'd hate to tell you yes & then you don't get it. I had gotten 500 off may statement. Then he tells me you have 36 mths to pay this off so if you don't want to get charged interest you'd have to pay ex amount. I said wait a sec you advertised no interest till 2020. That is why I came here in the first place. He says you purchased a special living room package. We only finance that for 1 year but I remember this order. (what ever the sales guy name is I don't remember)came to me & I met him 1/2 way on this since you purchased a complete bdrm suite too. So we gave you 3 yrs. I said well then the sales guy should have told me I'd never have gotten that set then! I got a voice mail from the warehouse on 6/13 @ saying the pillows are still on back order when they come in they will UPS them. On 6/14 I get an automated call that someone will call me to confirm my delivery & time for 6/16. 6/15 at 7:24am I get a text message to confirm my delivery for 6/16 w/a time frame of 3pm-6pm. I clicked the web site & clicked the confirm button. 6/16 I just got a phone call from [redacted] that my delivery has been cancelled till 6/30 due to a manufactDesired SettlementI keep getting the run around from these people. I end up talking w/different people. I order my furniture over 2mths ago at a cost of over 5 thousand dollars. I still don't have it all. I wont get the rest till 6/30 & at this rate It maybe till July!! What to stop them from saying is another manufacturing issue?? I paid for a service & I am not getting my merchandise. Plus what I got was dirty, the drivers left trash in my driveway the 1st time. I slept on a floor for over a week when I was promised a temporary bed. First they have 1 item but not the other, then it's oh we don't have that piece well where did it go?? Not to mention my time waiting for them to come like today only they cancelled & the aggravation they continue to cause I think I should be entitled to more than a messily 500 off my bill. This is not how to conduct business. I've called the store today to speak [redacted] but he's NOT returned my call as of yet. Now I am getting the brush off. When I call they are always busy or on another line. They will call me later & they don't! This is NOT a good business practiceBusiness Response /[redacted]/Good Evening,A member of our Executive Customer Service Team has contacted Ms. [redacted] concerning this matter. They are working towards a resolution.Thank you,Ashley Furniture HomeStore Consumer Response /[redacted]/I was to get my last 2 pieces on 6/30. They only had 1 item. After a discussion w/a lady from the Customer Care dept. I was told that they had none in the wearhouse of the item I order. Being I wasn't given any time frame of when I'd get it I told her I was done to come get all of the furniture. I want my account closed & that I am NEVER doing business w/them again. After MULTIPLE phone calls it was finally worked out that they were to come get ALL furniture on 7/2. They did. I am waiting for conformation that my bill is zero & nothing is owed. Nothing was mentioned of a restocking fee so I am hoping I don't get charged. Final Business Response /[redacted]/Good Afternoon,We truly apologize for the frustration we caused Ms. [redacted]. Her refund is being processed by our accounting department.Thank you, Ashley Furniture HomeStoreFinal Consumer Response /[redacted]/They have finally cleared my account & is now set to zero dollars. The account is now closed.

Went went to the store to buy couches and the employee told us that they were real leather couches but went they brought it was plastic and torn. We bought Leather couches which they told us was real leather. After they delivered the couches we saw that there were areas where the couches were torn and messed up.Soon we realized that the couches were just plastic imitations. Then we called Customer Service and we told them return all the couches and they took the couches the same day they were delivered and since then they continued to call us and they even called me while I was at work and they said if I didn't buy the couches I would have to pay 10% of the price. Note that I didn't give my work phone information and they called the Human Resource Office to find my department number to call me and give me the order to buy the couches or pay the 10%.Desired SettlementAll I want from them is from to stop calling me and harrassing me continuously and for them to not miss represent to other customers. Business Response Hello,Thank you for forwarding Mr. [redacted]'s concerns over to us. After further review we have discovered Mr. [redacted] did in fact purchase and was delivered 100% Leather. The Customer refused the item due to damages upon delivery and request to cancel the order without allowing the opportunity to redeliver.As it states in the Terms and Conditions, should a customer want to cancel after (3) days of purchasing the merchandise there will be a 10% cancellation fee assessed. We have offered Mr. [redacted] alternate options to avoid cancellation which he has agreed upon. Mr. [redacted] has made arrangements with the[redacted] to return to the Showroom by October 7th. All numbers are given at the time of purchase with permission to use. We do apologize should we need to remove a number Mr. [redacted] will need to contact us directly to make the correction immediately. Thank you, Consumer Response On the delivery day the couches were torn and damaged and because of that we were able see that the couches they showed us in the showroom were different. We still have evidence of pictures showing that the couches in the showroom were real but the couches they delivered were imation plastics. That's why we decided to return them to the driver who brought them the exact day not 3 days. Also I did not make any arrangements to buy another couch. Since then they continually called our house and left messages and top of that they called my Human Resource Office to find my department number to give the order to buy the couch or to pay 10%. Note that I didn't give them permission to call me while I was at work. Also I did not agree to alternative options and I didn't plan to buy an other couches again from them. Right I do not want any contact with Ashley Furniture and I do not want them harass me at work and for them to treat other customers with trust worthy respect. Final Business Response Hello,Thank you for the response. We do apologize, as stated in the previous correspondence, Mr. [redacted] was delivered 100% Leather. As requested from the Customer, we will move forward with the desired resolution to cancel this order.Please refer back to the Terms and Conditions that states, "Changes to your order, including cancelation, can be made within three (3) days of your purchase without penalty provided that delivery or pick-up has not yet occurred. A 10% restocking fee will be assessed for items and/or order cancelations occurring more than three (3) days after your purchase provided that delivery or pick-up has not yet occurred. If a financed order or an order purchased with a Credit Card is changed, new signatures will be required at the original purchase location."We will proceed with this cancellation, and a Guest Service Representative from the Raleigh location will need to contact Mr. [redacted] to reiterate and provide the refunded amount.Regards,

Ashley Furniture will not honor Limited Warrantly.We purchased a living room suite for our new lake home. Ashley would only deliver to that address on Wednesdays, which was not good for us as we were only at the home on the weekends. After discussion with the Sales Associate, we decided to have the furniture shipped to our primary home and we would move it ourselves to the lake home. In less than 5 months, the wood frame and springs of one of the side chairs broke and fell out of the bottom of the chair. We called Ashley to arrange for repair or replacement and we told that by moving the furniture, the warranty on the furniture was null and void. We find this as completely unacceptable as the Sales Associate was completely aware of the plans and did not bring up the voiding of the warranty, even as she diligently sold us on a 5 Year Ashley Assurance policy on the living room suite. We want Ashley to honor the Limited Warranty.Desired SettlementI request that Ashley Furniture honor the warranty and replace the defective furniture.Business Response Good Evening,Thank you for forwarding Mr. [redacted]'s concerns over to us. We have reached out to apologize for the miscommunication. We can neither confirm nor deny what transpired at the point of sale, however we are willing to service these items as a one time courtesy since they are still within our service area.We will only service this merchandise, exchanging it is not an option. We have left word with Mr. [redacted] to call us back to schedule the necessary restoration.Thank you,Ashley HomeStore

We purchased a new sectional back in November and the key selling point was that it would be delivered by December 4. We received a call two day before delivery and a day after we sold our old set telling us that it was back ordered by a week. 3 weeks later we received a our couch and love seat but no wedge. Now we are nearing the end of January, still no wedge, we have been back ordered and lied to 6 times, there has been no offer of compensation for our inconvenience and now we are being billed for something that has not even been delivered in full yet and we have no idea when or if we will. We cannot get the store manager to call us back or even recognize our issues. If he even cares, we are not the only ones based on google reviews.Product_Or_Service: Sectional Order_Number: XXXXXXXXXDesired SettlementWe want our sectional delivered in full with a fair amount reduced from the price, I have lost time from work scheduling around potential delivery dates that never happened. From the bill they want us to pay right now they have only taken off $130. That is no were near the value of the issues and headaches they have put us through. If the sectional does not match or is discontinued then we would like a replacement of our choice at the discounted price of this sectional delivered within 2 days.Business Response /[redacted]/Good Evening,Unfortunate delays kept us from delivering Mr. [redacted] furniture as discussed during the time of the purchase. We apologize for the frustration this situation caused. Our records indicate that the final piece was delivered on 2/5/15. Again we apologize for the delays and hope Mr. [redacted] will accept a Ashley Bucks gift card as a token of our appreciation for his patience in this situation. The gift card is good for one year and can be used towards the purchase of anything in the store.Sincerely,Ashley Furniture StoreAshley Furniture HomeStoreConsumer Response /[redacted]/We did finally receive our last piece of furniture for our sectional on the 5th. We are glad to finally get it, 2 months after we were supposed to have it. As far as the gift card, we will not be needing it. We will find another store to satisfy our furniture needs.Final Consumer Response /[redacted]/

Complaint3 months & 2 failed delivery attempts due to damaged items, & less than 30 days after arrival furniture broke & delivery fee not refunded as promisedAfter waiting 3 months, and 2 deliveries with damaged/broken furniture, the furniture was delivered but broke in less than 30 days. I've now waited 3 weeks for repair & was just told it will be another 3 weeks because the part hasn't shipped and I paid additional for warranty. I was also told the delivery fee would be returned to my account, but that hasn't happened either! I've emailed the company twice with no reply & called customer service but they couldn't tell me why the part hasn't shipped.They are NO HELP at all. I want to return the furniture because it is defective.Desired SettlementI wish to return the furniture. I was told the delivery fee would be waived for our trouble but that hasn't been done. The inconvenience and stress of this has been too much. I want my money back and to be done with this horrible company.Business Response Good Afternoon,Thank you for forwarding Mr. and Mrs. [redacted] concerns over to us. We received an email on Sunday June 26th from Mrs. [redacted] in reference to getting the issue resolved. Mrs. [redacted] received a response Monday June 27th with all pertinent information. In the response we provided Mrs. [redacted] with an estimated date for service, the date is contingent on a successful arrival of the necessary parts to restore. According to the manufacturer, parts have not shipped to the [redacted] residence. Mrs. [redacted] was also advise on Wednesday May 25th we have submitted compensation to her account in the amount of the delivery fee, and it can take up to two (2) billing cycles to reflect their account. Should the difference not show by August we do ask that Mr. or Mrs. [redacted] bring this to the attention of our Customer Care center.We apologize for the overall experience and the inconvenience it has caused to get this issue rectified. We are continually working to make sure this is taken care of in a timely matter.Regards, Consumer Response On July 18th We received a call confirming our appointment time for repair on July 20th. We advised we did not receive the part and were giving a new "estimated date". I emailed customer service to call me on July 18th and July 19th. July 20th at 7:30 am a repairman showed up at my home and I had to turn him away because we did not have the part. I called Customer Service the afternoon of the 20th to find out the hold up on the part & was told they would have to contact the manufacturer and call me back. I've yet to get a call back or explanation as to why the part wasn't shipped. And based on the length of time I had to wait for the delivery of the furniture and for it to break within less than 30 days, I'm extremely frustrated with the company & the poor products. I wish to return them for a refund. I will not be satisfied until this is done. The aggravation, loss of income from being out of work to meet them, and time spent having to call them for answers is more than a consumer should have to do with the amount of money charged for the damaged products. Also, I've gotten the August installment and the credit for the delivery fee was not applied.Final Business Response Good Afternoon,Thank you for your response. We are aware of your level of frustration, and at this time we sincerely apologize. We definitely would not take it lightly that this experience has become a huge inconvenience. We appreciate the time and patience you have given us, as you are a valued customer. Please give us a chance to send out one of our master Craftsman to restore your piece to showroom condition. After our Craftsman has completed his visit and the piece still does not meet showroom quality, we will move towards other options for your satisfaction.We have sent an email with your tracking information, as well as information in reference to the credit applied to your account. Should you have any additional questions and/or concerns please contact the Customer Care center at (XXX)-XXX-XXXX between 8am-7pm EST Monday-Saturday, and Sunday between 10am-6pm EST.Again we appreciate your patience, and look forward resolving this matter with you.More Info Received From the Consumer(The consumer indicated he/she DID NOT accept the response from the business.)I will not be satisfied with that. I now have to wait until August 13th for repair. That is 6 weeks with a broken piece of furniture in my home that we can't use. It's been broken longer than not! And time again I have to take off to meet someone. Every time we have people over I have to explain the eyesore. It is embarrassing This whole ordeal is unacceptable. Any other item would be returned, appliances, Electronics, anything. And it's also unacceptable the only way I can get you to respond is through Revdex.com. I emailed you on July 18th. It's taken you 10 days to even reply.I want a refund/return and to be done with Ashley. I am a business owner myself and would NEVER do business this way and I will not pay someone else to.

Review: I ordered over 8,000 in furniture. My first delivery was a disaster. The sectional was the wrong facing sectional, my dining room chair was damaged, my headboard had to be altered by myself just to work with the mattress and frame that was purchased through them to go together. They said 2-6 weeks for the sectional to come in. In the mean time I received a package with parts to fix the dinning chair, however if was parts for the seat which is not what was damaged. Sectional number 2 is delivered and was the same as sectional 1 which was still wrong. The brought a new chair and took the incorrect chair parts back with them. They state again 2-6 weeks for the correct sectional. They call and say the sectional is in the same delivery men deliver it and it's wrong for the 3 time. I call to speak with a manager, a female wanted the reason I give the information and advise I want it all picked up she says that's fine but may be charged a restocking fee I advise at that time that there would be no restocking fee as the issues I am having are related to the company making mistakes and not myself. She put me through to [redacted] and I advise him of the same he apologized and ask me to allow him to come out see what the issues are and allow him one more chance to fix the issues before me returning everything. He came out and made the statement that this is not rocket science and pointed the finger at the other employees. He stated that he would make sure it was right and then would offer compensation for all of these issues. I advised this would be my final compromise. Before my furniture is even delivered I receive a call from the finance company about a payment and on numerous occasions I was advised I would owe nothing until all of my furniture is correct. I called [redacted] back he said that's correct I owe nothing until it's all right. Finance company calls me again I advise them and call [redacted] back and he says he will get with the finance department and call me back. He never called me back. Saturday the sectional number 4 is in but they call ahead to advise that either during the unloading or loading at the warehouse the couch was torn and the temporarily sewed it and will deliver it just to ensure its the right one until sectional number 5 gets there. I call [redacted] he states this is ridiculous and is contacting the warehouse, I also mention the financing issue again. He says he will call me back. He never did. I call him again today to see what he has found out and [redacted] made the statement that she will print the information and take it to him so he can't avoid my call. He gets on the states that my order is top priority and will be here this weekend. I told him that I have missed work, given up several Saturday's with my family for these deliveries and I have never had this issue with any other company. He says to just let him know what day and time works for me and they will deliver then. I ask about the finance issues again he states that the company is expecting a payment now but it's only for the furniture that is correct. I advised that the payment is the total amount they advised in the beginning. He said he will need to look into that. I am upset at this point. It has been months dealing with the furniture and weeks trying to get a answer on the payment. I told him that I didn't feel like I should have to wait any longer for answers. I advised that they can come pick everything up he repeats him self mulitple times stating that's not going to happen at the same time that I was trying to state that was the agreement since the beginning when my issues started. I ask for his manager and he keeps saying goodbye goodbye goodbye and then hung up on me. I call back for a manager and he gives me a name but won't tell me if the person is above the store or not and then states that no one would be available for me to speak with until Saturday or later. I again try to tell him this is so wrong and that it was poor customer service to hang up on me he states that other employees were there and heard him say bye. I advised that he was cutting me off when he was saying goodbye and that he still hung up on me. At no point did I use vulgar language or make a threat that would give home a right to hang up on me. Him being a manager should no more about customer service. I followed up by contacting a different Ashley furniture who stated they would pass my issue along to someone who can help me but that could be a couple days as well. I have never dealt with a company that handles errors on there end this way. I will never deal with this company again.Desired Settlement: I want a manager that is above [redacted] to contact me. I want either my furniture delivered for the 5th time and be right with compensation for all of my issues or I want all of the furniture picked up and me not owe them anything.

Business

Response:

Good morning,

Mr. [redacted] purchased on 3.26.16. Upon the intial delivery the Only issue at the time was the sectional that was delivered. The sectional was accepted and signed off on. Afterwards a phone call was made to us that the sectional was ordered in the wrong configuration. The sectional only comes two ways. On 4.21 we reordered the sectional the other direction, again the only other way it comes. When this was delivered we were told this was also incorrect. On 5.7 we ordered the sectional again back the way it was ordered originally. When this was delivered we were told it was wrong again. After the 3rd attempt our store manager, [redacted], went to the home himself to see exactly what was needed. Still confusion on the customers behalf we took Both sectionals to the home. At this point it is our 4th attempt. They kept the correct configuation, which is the Exact Same as the first delivery in early April. However, due to the moving of these sectionals 4 times and 4 deliveries, there was a small hole on one of the pieces. Not the consumers fault as it is our job to ensure the safety of our product, however no product is moved around this much under a normal circumstance. The more we move items the more damages that can occur. In the middle of the sectional issue there was an issue with a dining room table that we corrected. It was a manufacturing issue that was to no fault of the customer.

After the last issue of the hole in the sectional, the customers wife, Ms. [redacted], has taken an obscene nature with two of our managers. There has been excessive screaming and cursing from her directly to both of our managers using extreme language and making threatening accusations. "Kill them with kindness" is not the mentality of this person. We have re-ordered Mr. [redacted]s sectional, now for the 5th time, and it is expected in this week. At that time we will make the exchange. There will no other calls from any members of management to enagage with this person languaga and threatening manner. Our warehouse will call them this week to exchange the one item that is still in question.

Thank you,

Consumer

Response:

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

Regards,

Business

Response:

The new sectional will be delivered Saturday, July 2.

I am now at a month of dealing with your horrible, terrible, incompetent customer service department. I have been told that the issue would be taken care of at no charge to me and that changed three weeks later to it will not be covered. Today I'm told it's going to be covered and someone would call me to set up an appointment Lie #1 (I've been told that three times now in two weeks).
Let me just be clear that we have ALWAYS purchased our products from Ashley Furniture and we always purchase the extended warranty which the sales rep says covers "EVERYTHING" (lie #2) This is not the case apparently when you purchase a couch. I can completely understand the frame work not being covered on a couch. They wear of course and people can be rough on them. This couch however is in a secondary living room and is rarely ever sat on. It's slightly over a year old and I could probably count on both hands how many times someone has sat in this spot. In fact Ashley Furniture, I invite you to drive to my house and take a look at the couch and you will clearly see it looks brand new because it's rarely used.
The main living area we use has another Ashley couch and love seat that are at least 8 years old and are still in great shape and have yet to fail us. (Your new products are [redacted] now or what?)
I should also add that the 8 year old couch came from the same location in Jackson TN along with several other items like Three compete bedroom sets, Mattress and two living room sets with tables. We have NEVER asked your customer service department to handle any issues with our furniture. We always pay extra for the extended warranty and have had other items break which we filed under the extended warranty. I can tell you that this broken couch issue doesn't shock me. We once claimed our warranty on a dresser because I sat a pair of new shoes on top of them. They still had the tags on so were clean. The shoes sat there for about two weeks and when I went to remove them the varnish on the dresser had basically melted away and I had perfect shoe prints in the varnish. The extended warranty company was awesome and said they have heard of this before and replaced the dresser. The next item we had to file warranty on was a bed because the metal brackets that hold the wooden bed rails are made into the wood and attached with little metal pieces that hold it with pressure. Who though of that exactly? Mattresses are HEAVY now days! Mines very very heavy so of course over time those are going to slip and the brackets come out. Not shocking once we saw how they were made. Warranty (WE PAID FOR) replaced the item. No biggie again.
Now the couch Ashley Furniture. It is very clear that Ashley does not make quality products and consumers should be warned when making a purchase with your company. I can now understand why you push that extended warranty so much. If they had to deal with your customer service team to have items that are going to break (based on my experience with you) nobody would EVER buy your products. I'm actually shocked that you can provide such horrible customer service and nobody cares. I work for a Large Global company and I can understand that customers say just about anything. I could totally see if you had provided me excellent customer service and declined to cover the couch. I wouldn't have been happy with the quality, but I wouldn't be as upset as I am today. Only after being hung up on several times and your reps denying me the right to speak to a supervisor after asking at least 15 times, do I feel that something must be done for your poor quality products and horrible customer service. I have been as nice as I can possibly be during this situation and I think I have provided you with as much respect as I possibly can considering how many times I was hung up on and how many times the story changes. After being told today that a tech would be sent out to make the repairs at no charge, I asked for something in writing saying that a tech would be sent at no charge to me and the rep told me "we don't do that". Excuse me if I do not believe you at this point... It's been a month of this back and forth stuff. Forgive me if I want something in writing so when this Tech shows up (if EVER) I do not want to have a bill handed to me to cover after being told it was "no charge to me". I should add that the first time I was hung up on was because the rep told me she would send a tech to my house and I asked if I would be charged for that (no I was not rude, I simply asked a question) and she said, "Did I say you would be charged". I told her she was very rude and she hung up on me. SHE WAS RUDE AND SHOULD BE TOLD THAT! Surely you can see why I want something in writing that I wont be billed by the service tech!
You truly have the rudest customer service people I have ever dealt with in my entire life. Your company makes the cable company customer service look like angels sent from heaven. After reading just a hand full of comp","neg-1

Review: On 04/01/2016, I purchased a mattress from Ashley Furniture store in Colton Ca. On April 10t, 2016, the company delivered, what I later discovered to be a defective product. Because the mattress was left in plastic after the delivery, the defect was not immediately discovered. On 04/19/2016, I walked into the Colton store and spoke a male who identified himself as a manager. I advised this employee that I received a mattress from his store that was clearly defective. He went on to ask the woman working behind the counter how the matter could be handled. Both he and this other employee explained that the store could not proceed with a rectifiable solution until their technician had an opportunity to come to my home to look at the product.

I was then advised that I would need to wait approximately 30 days before someone could come out because people generally need to get used to a mattress, unless I saw a noticeable defect. I explained that the product delivered was noticeably defective as all the material noticeably drops to the bottom of the mattress when standing straight up, as well as one side of the mattress sinking lower than the other. The woman then went on to say that she could not get any one out before 05/03/2016, 2 weeks later. I explained that the time delay was unreasonable and my schedule conflicts with that date. She went on to say that the 1st available weekend after that time would not be until 05/14/2016, due to staffing and unavailability.

The company has since, ran me in circles speaking with incompetent individuals, including the manager [redacted]. Provided extremely poor customers service, and refused to refund my money. I’ve been advised that they have a process and the most that could be done is that I receive a store credit, after gathering there facts. Why would I want to give my hard earned money to a company who steals from customers and runs them in circles in an attempt to avoid being accountable for not providing me with the well made product that I thought that I was purchasing?

I want this matter to be resolved immediately! I don’t want to hear anything else about policy and procedure. Give me my money back to allow me the opportunity to shop at a company that does not steal from customers, but respect and honor.Desired Settlement: Due to the incompetence and unreasonable delay to correct the issue, refund my money.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of the customers claim, there was a technician that was out to her home, and reported that the mattress is defective. There is an in store credit available at the Colton retail store for the amount of $1,125.76. We invite the customer to visit the retail location to make a new selection of her choosing. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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,

[redacted]s

Review: The address is 401 N 1st Street, Burbank, CA 91502. The phone number is ###-###-####. Thank you.

I purchased a mattress that proved to be defective via Ashley Furniture's inspector. I was advised by the store personnel that they would pickup the old mattress and give me a credit or I could exchange the mattress. I choose to take the credit, picking a more expensive mattress assuming it would be of better quality. Upon delivery of the new mattress, 3/28/15, I was advised there was no order to pickup the defective mattress. I contacted the store and as explained to me by store personnel, [redacted], that because I took the credit and changed the mattress it was considered a new purchase and the defective mattress would not be picked up then [redacted] proceeded to hang up on me. I called back and spoke with Maria whom wittnessed [redacted]'s behavior yet provided no additional assistance and would not allow me to speak with the manager. She advised me that the manager was busy with other customers. I then received a call back from the sales person whom said he would speak to the manager to arrange pickup of the defective mattress and call me back. It has now been 3 weeks with no call back and no arrangement to pickup the defective mattress.

Product_Or_Service: mattress

Order_Number: [redacted]0

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Ashley Furniture conceded the mattress was defective. Ashley Furniture needs to make arrangement to pickup the defective mattress. I would not need a new mattress if the mattress was not defective. Ashley Furniture should not penalize the customer for their issue. Additionally, [redacted] needs to be taught professionalism. Her hanging up on a customer proves her inablitly to perform customer service. If she could not assist the customer she should ha

Business

Response:

Review: I purchased a kids bedroom set with full size bunk beds in July 2015. On the weekend of November 14th my oldest son had a nightmare that night and jumped a little breaking the center support from the middle. It was so sharp the two pieces looked like two stakes, had my youngest son moved he would have gotten stabbed with one of them. I called the week of the November 16th to let them know if the situation and they scheduled someone to come to my house on November 25th at 2pm. The man came to my house, took several pictures and showed them to me. He also showed me the request he made for the part we needed. The man also told me to make sure and follow up with Ashley customer service the following with to find out what date I would be receiving the part.

I called them on December 1st in the morning to ask them the status of the order the man placed and the lady who answered told me there was no part ordered, but yet there were pictured shown in her system. I told her that I need that part because I have a child sleeping on the floor with his mattress and I need the space. She scheduled me for the parts to be brought and placed by one of their workers on December 10th, but by then not only did I need that to be scheduled I also had issues with a queen sized mattress I bought from them. The mattress was sinking from the head and the foot piece. The mattress issue was an entire different nightmare.

I was given the runaround with my mattress. When I called the customer service number they told me I had to call Sealy Serta because they dealt with their own warranty issues. I told the lady I bought the mattress from Ashley in Long Beach, CA and I also bought the warranty for them to assist me with that. I was then given the number for Sealy Serta. I phoned them a few minutes after I got off the phone with lady. Once I spoke with them they told me they could not take care of my issue because they only handled the mechanics of the base not the mattress itself. I called the cr again, and again they insisted I speak with Sealy. They could not understand that the issue I had was the mattress not the base of the bed. Finally the customer service rep said she would have someone go take a look at the bed the same day their workers would come and replace the broken piece on the bunk beds.

The day the Ashley workers came they said they were asked to bring a part that was not the part I needed. They apologized for the inconvenience and again had to take pictures of the broken piece so the next time around someone can take the correct part. Before their workers left the man arrived who was going to take a look at my mattress. He told me that my mattress was sinking one inch from the head piece and the foot piece. He took pictures and sent a request for me to get a new mattress. He also told me that I was going to continue to have that issue with that mattress because of the material it was made out of. I was not a happy camper at all that day.

I called the customer service number when they all left and told them what happened. The lady apologized and said she would try and get the situation resolved right away and they would call me back with a date. The following day, December 14th, I received a call from the customer service rep letting me know they scheduled the delivery for December 17th that it was soonest day they could get. They scheduled me at a time I was not going to be at home so I called on the 16th and they rescheduled the time for me for that day. I waited for them until I called their delivery service number and the lady told me they did not have anything scheduled for me that day they only saw a scheduled mattress delivery for the 23rd. I told her I did not have that on my calendar and no one called for that delivery date. She said she would call the customer service number.

I called them that day extremely upset because not only was I waiting for them and I was two hours late for work, but they did not have me scheduled at all for the kids bunk beds. I told the rep I wanted to speak to a supervisor because at this point I wasn't getting anywhere with anyone. I told the supervisor I was to the point of having them come and pick up all the items I purchased from them. She again like everyone else apologized for the inconvenience and scheduled me for that Saturday, December 19th. I told her that if one more thing went wrong with the situation I really needed them to pick up their stuff and refund me the $4,000 something I spent on their items.

I received a voicemail from a Vanessa from the warehouse delivery department informing me that my bunk beds were out of stock and they could not make any deliveries and that I would be receiving a call from a customer service rep giving me options of what they could do for me. Again at this point I was beyond flustered with the situation and wanted to wait to see how long it would take them to call me back. I actually received a call from a 341201 number which made no sense to me because it was untraceable, on the 22nd from a Sabrina from Ashley's Long Beach warehouse. She called to inform me that they were finally able to fill the order and they would schedule the delivery time and date.

I called the customer service number later that day to ask them what was going on. Why was I getting the run around and why was I getting called from a warehouse in Long Beach that to my understanding their warehouse was located in the Inland Empire. I again asked to speak with a supervisor her name was [redacted]. I told her that I was not happy that I needed them to deliver the items to as soon as possible. She said the best date would be December 27th. I told her that it wasn't my fault there was so much miscommunication on their end and how I am the only one being affected by the situation. She again told me they could not make it sooner and if that day wasn't good for me then I could get the items January 2nd. I told her I would have to consult with my husband because we were unsatisfied. She said she would wait for my call.

I called back several minutes later and asked to speak with her. I told her my husband and I wanted them to come and pick up all of their items and refund us our money. She said they could not do that, they only take care of damages and warranties that if I wanted a full refund or a percentage off I would have to call the store I purchased my items from. I told her that I would gladly call the store and let them know of the situation.

I called the store 7410 Carson Blvd, Long Beach, CA 90808, and spoke with a lady who told me they did not handle things of that nature that I would have to call their customer service number. I told her what the supervisor from that number told me and she said she would give my information to the manager of that store. It is December 25th and I still have a child sleeping on the floor and I am still waiting for the manager of the Long Beach store to call me back.Desired Settlement: I would like them to come and pick up all the items I purchased from their store and credit me back all the money I have paid. I opened a credit card from them, so I don't know how that would work.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon working with the retail location, we have offered Ms. [redacted] a reselection of the bunk bed and mattress. We are awaiting a response from Ms. [redacted] regarding the offer. We invite the customer to contact the retail location to accept the offer. Regards,Ashley Furniture Industries, Inc. Corporate Office AB

Business

Response:

Thank you for the update on [redacted]’s complaint. Ashley Furniture Industries is sticking to the original offer of replacing the mattress and reselect on the bunk bed. We are upholding our terms and conditions that Ms. [redacted] signed and acknowledged at time of sale. Regards,Ashley Furniture IndustriesCorporate officeKC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been trying to respond to the complaint online with luck. I am attaching my rejection of the response the company gave.

Review: I purchased 2 bedroom sets and a family room set at the store during a "Managers Special" several weeks ago. The "managers special" was on a family room set (one of the 11 piece things) and included everything for a low price. It was a red couch set. We loved everything in the store with the exception of the rug. The rug given with the set was 5x7. We wanted an 8x10 rug that would fill the area.

We worked with the sales representative and were told we could pay the difference in price for the larger rug. We picked a rug, and were told the upgrade price was about $200 I believe. When she put everything in the computer, she had to get a manager to come over and OVERRIDE the package for the pricing of the 8x10 rug (so we paid more). Well, the rug was shipped to my house, and when I went to unroll it, I saw that they sent me the 5x7 rug. I called the store and the very rude lady (who always answers the phone) told me that I only ordered a 5x7 rug, and that is what they sent me. I explained that I asked for, and paid for an 8x10 rug. I explained that the manager had to come over and override the price for the $200 extra for the larger rug (over the price of the "managers special"). I even talked to the new manager (who had just moved to the area) and heard about how he needed to buy new furniture, etc.

I asked to speak to him, and the lady said he was with a Customer (this was on Sunday). She took down my number and said he would call me back shortly. Well, I called back later in the day and was told that he would call me back. It is now Tuesday night, more than 2 days after, and I'm still waiting for a return call. This is unacceptable.Desired Settlement: I would like to bring this 5x7 rug back into the store and exchange it for the 8x10 rug I was supposed to get. The lady on the phone insisted that I paid for only the 5x7 rug. I told her to check her system because I paid MORE than the Managers Special price because I was supposed to get an 8x10 rug. She then said that the rug I ordered didn't come in 8x10. I told her that I was told it did. I said that if they can't help, I want the $200 back that I paid OVER the manager special price and then I want to bring the 5x7 rug back in for a refund because I can't use it - it is entirely too small for where I need to put it.

I would like this taken care of ASAP.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After working with the retail store, they have agreed to allow the customer to return the current rug to the retail store location. Upon receiving the rug back, the store will refund the customer the difference in price that was paid for the upgrade.

Review: I have bought my entire home furniture from Ashleys furniture , and they convinced me to buy the warrant also and protection plan on September 30 I called to schedule a visit to.my house so they can service my couches , it took over 3hours to get to the right person , they promised me that they will send someone to take care of my issue by the end of Octobr cause they were so busy . ByOctober 25i called to check on my appointment ,they said there was no appointment made ,I assuered the service rep that I called with confirmation # theirs answer was as don't see any service appointment .

I tried to talk to the store manager Edwin , everytine I call I get smart he is busy , or he is not working today

I am sorry but this is the worst customer experience I have ever had in ny life , and I would really love to have my issues resolvedDesired Settlement: I just want my furnitures Served and protected as I paid for and was promised also

Business

Response:

Review: Leather couch, loveseat and chair leather peelingDesired Settlement: This furniture is horrible and the leather continues to peel and looks horrible. I want a replacement.

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After reviewing the customer's situation, we will be replacing the recliner, the loveseat and the sofa for this customer. The exchange is scheduled for 4/23/14.

Sincerely,

Ashley Furniture Industries

Corporate Office

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.