Ashley Furniture Homestore

Review: I purchased a sectional couch with a five year warranty plan with Guardsman. My cat peed on my couch, Guardsman will not clean it (I have filed a complaint with Revdex.com for them also). When I asked Guardsman for a refund since they are refusing to clean my couch, they said I had to go through the retailer that I purchased the warranty from. I called Ashley Funiture 1-800 number got the run around that they can't do anything about it and I should call the actual store I purchased it from. I called Ashley Furniture in [redacted] and again received a run around that there is nothing they can do about it. All I want is a refund so I can get my couch cleaned by an independent company who will clean my couch. I also purchased a recliner from Ashley Furniture. I used to think they were a great store. My opinion has changed and will stay changed if this is not resolved.Desired Settlement: DesiredSettlementID: Refund

I would like to have my $150 back since Guardsman never cleaned my couch and the couch is not even 3 years old. When I get the refund, I can then have my couch cleaned.

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 reviewing the customer’s account as well as her claim with Guardsman, the customer was denied for accumulation of stains and overall soiling. The Guardsman protection plan is for accidental damage incurred during a single incident. The Guardsman technician indicated that the soiling was not from a single incident. With regards to the refund, we can send the customer’s information to Guardsman to process the refund. Per the refund terms and conditions in the Guardsman pamphlet the customer was given at the time of purchase, the refund would be prorated. Any further questions regarding the denial or the refund would be best directed to back to Guardsman as they are a third party service provider with their own processes and policies. Guardsman can be reached at ###-###-####.

Review: Well , It was Closing the Deal Time and I Wanted a BED , COFEE TABLE , DINNING TABLE . When the Delivery came I Got Everything expect the COFFE TABLE , and After a Few Weeks The DINING TABLE Chairs Started to Fall Apart all of the Screws and Fell Off , and I had never got me COFFE TABLE I did not pay for it but when we did the closing my salesperson told me specifically told me I was going to get my Coffee Table but I Did not . I Went and talked to the assistant manager he said he would discount the table and you will pay delivery , I was like NO I have already paid $150 for Delivery , Im Not Gonna Pay Delivery Again .

Product_Or_Service: Furniture ....etc ...Desired Settlement: DesiredSettlementID: Other (requires explanation)

I paid $3000 it was supposed to include everything , So at the Moment I would not have to pay Anything for my Coffee Table , and for my Dining Table I Would Like a New Replacement Table !

Business

Response:

Date: 3/11/14

Review: They profit from selling furniture protection plans that they know do not full fill claim obligations. They tell you it is your problem.

I bought several pieces of furniture, including a Palmer Walnut leather sectional couch with wooden foot stools from Ashley Furniture Homestore in [redacted]. They sold me a 5 year furniture protection plan to cover damages on all the furniture. We had a party and the wooden foot stools of the couch were damaged. Guardsman, the furniture protection plan refused to fix it. It turns out there are several online complaints from various chat rooms dating back to 2008 that Guardsman has a reputation for not full filling claims. Ashley knowingly profits from the sale of Guardsman furniture insurance scam. My purchase was in September of 2010 and I put in my first claim in December of 2014. Couch Serial number: [redacted], M.O. # [redacted]. Sales No. [redacted] for $1839.20 and the Elite 5 year Guardsman Furniture Protection plan for $199. The purchase was made by credit card.

When I complained that Guardsman is not doing the repairs, Sue at Ashley from January 2015 to present has repeatedly told me that Ashley is not responsible for anything it sells and it was my problem with Guardsman, not theirs. For 2 weeks, [redacted] of the store has not returned my phone calls and refuses to take me calls. She is avoiding me and the situation.Desired Settlement: I want Ashley Furniture to stand behind the Guardsman product they sold and repair my couch either through Guardsman or Ashley's own furniture repair. They knew that Guardsman is a scam and profited from the sale. Or I want a refund for the cost of the protection plan of $200 and Couch of $1839.20

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.We have placed the wooden legs for both pieces to the sectional and they will be shipping directly to the customer. We have worked with Guardsman and they will assist if the customer needs a technician to help install. Sincerely,Ashley Furniture Homestore – Corporate Office

Review: We purchased furniture from Ashley Furniture on 9/22/14. At that time, the delivery company damaged our hardwood floor. As instructed, we obtained an estimate for repair (approximately $1700). We also met with the insurance representative who works with Ashley's delivery company and were told that he would be contacting the company who would be doing the floor repairs. We have been calling and emailing for several months and are no longer getting response emails or phone calls. This issue has been unresolved for 2.5 months. We will be putting our house for sale shortly and cannot do so with clearly damaged floors.Desired Settlement: Repair the floor asap.

Consumer

Response:

Furniture was purchased at the [redacted] location. Thank you.

Business

Response:

Review: After 2 months of having a rug I called and complained about the quality as it became flat and the shaggy part became all dreaded up like dreadlocks. Ms. [redacted] informed me that all items have one year warranty and to try to keep vacuuming it and that will resolve the issue. The same was said for the accent pillows, to try to fluff them up by unzipping them and moving the insert around. Months went by and I was under the impression that I am still under the warranty. because of my pregnancy and child birth I recently called Ashley's furniture main center to come find out that they do not cover accessories. Now when I mistakenly called the [redacted] store they were more than happy to exchange it. But the [redacted] store on three occasions didn't even bother to call me back, avoiding my calls and want me to pay the difference of the rug after a 100 dollar gift card and do not even want to exchange my messed up flat pillows. Not to mention that the table that I received had a bubble in it and that the storage chest material is chipping away and was missing a screw when it arrived. I am very upset with how they handled this situation. I am also upset because I was planning on buying a new bedroom set and now I have second thoughts about Ashley's furniture and [redacted] location in generalDesired Settlement: I want my carpet to be replaced and I would like to receive new accented pillows, I also want someone to replace my storage chest because the cheap quality is not satisfying.

Business

Response:

Review: We purchased two coffee tables and a side table from Ashley Furniture on 27 August 2014. The salesman concocted a way of throwing into the deal four pillows with the sale. However, the pillows were not available that day. Our tables were delivered and we were charged by [redacted] $1357.83 for those. A month later, we received a call from Ashley saying we could come and pick up those pillows. We decided we did not want them any longer. In our next bill from [redacted] there was an additional charge of $170.36 added to our overall balance which we assumed represented the cost of the pillows we opted not to purchase. We contacted [redacted] and following their procedures, faxed the complaint describing all we are describing here. Today, (18 November 2014) we received an letter from [redacted] stating they have completed their review in the merchants favor because according to the merchante, these pillows were picked up at the store. This did not happen. It appears the merchant (Ashley Furniture) was less then truthful when responding to the review from Sychrony Bank.Desired Settlement: Based on the transaction that transpired, we are resquesting the store and [redacted] adjust our bill to reflect a credit of $170.36. We do not want the pillows mentioned above.

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.

Review: On 10/11/2014, I made furniture purchase at Ashley Furniture for total products worth $13,244.90. The merchant delivered the products on 10/25 as per the schedule.

Dispute Details:

One of the item is "DINING TABLE + 8 CHAIRS" according to the Invoice. On 10/11/2014, the Sales Rep ([redacted]) and [redacted] indicated 8 chairs on the order.

Final delivery on 10/25 had "DINING TABLE + 4 CHAIRS".

I attempted to resolve the matter with Ashley but Store Manager argues only 4 chairs were ordered.

Whereas the Sales Rep agrees with me that 8 chairs were ordered but he cannot over-ride his manager.

Line item in Invoice Reads

Dining Chair (2/CN) with Qty 4.

Therefore it is 2x4 = 8 chairs.

Several other line items have the same description but Store Manager argues that I ordered only 4 chairs.

My attempts to resolve:

Call made on 10/26 to Sales Rep - [redacted]

Call made on 10/27 to [redacted]

Call made on 11/10 to Customer Service Nate. I was told a customer manager will contact me but time is running out and I am losing hope with the merchant.

MY REQUEST TO RETURN THE DINING TABLE +4 CHAIRS WAS REJECTED BY ASHLEY.Desired Settlement: Ashley to Deliver of 4 additional chairs as per the invoice.

OR

Arrange for me to Return back the Dining Table + 4 chairs.

And provide refund credit for $1700 to me.

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.

Review: I bought two bedroom set from Ashley's furniture in May of 2013. The master bedroom bed rails got broke with slats at the in November. Sleeping on uneven mattress also deformed it. Called Ashley several times and they said the part will be delivered on January 13th. Waited patiently and while both me and my wife are continuing to have sleepless nights. The parts were not delivered on January 13th and now customer service is saying they will be shipped by January 24. In the mean time sleeping on the uneven mattress I got developed pain in my left shoulder. The bed is still in warranty and when I asked customer service for replacement they are insisting that they can not provide either does not matter how much or how long me and my wife continue to suffer. They can't also promise when they will be able to fix the bed, two weeks, month, 2 months or never. In the mean time I'm continuing to make payment on this broken bed with no insight resolution of solution. I never experienced such a bad customer service in my entire life.Desired Settlement: I just want credit for this bed and mattress. It could be in form of store credit so I pick a different bed and mattress. Store should honor manufacturer's and extended warranty I bought on the mattress.

Business

Response:

Review: Store were honor contract

Because I went to the Ashley store (New Rochelle see scanned card) and I was told that they could not solve my problem but that the insurance Co would. I sent an e mail to the customer Svc and I followed it with a phone call and I was told to return to the store because the purchased items have a 1 year in store warrantee.

I need the Revdex.com of NY because I get told one thing by the Insurance and another different story by the store, a back and forth that I can not resolve. I want to return the furniture because the fabric has lost it color. It

is a very expensive purchase and I have sacrificed and worked very hard. I feel that I have been taken as a joke and no one can help me.

Revdex.com ID # [redacted]

My name [redacted]

Purchased and Cost

I bought 2 sofas (1 big one Small)

Details in the attached scanned documents Please see page 2 of 2 date: 02/**/2013 Invoice Number [redacted].

4230086--Reclining Loveseat--------------------$1223.41

4230088--Reclining Sofa/Zachary - Brindle----$1356.49

Protect--(insurance purchased) -----------------$349.99

Delivery---------------------------------------------$229.99

Taxes------------------------------------------------$280.44

Total -------------------------------------------------3,440.32

Payment Plan for 60 mo. Monthly payments made every month since Feb 2013.

Desired Settlement: Full Refund

Business

Response:

[redacted] issue has been resolved. We spoke to the customer on

11/* and they went to the store and reselected different furniture . They just had to pay the delivery fee and disposed of their old furniture

Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The store had promised to refund my $, when I went to the store on veteran's day. When I went to the store the credit was not posted. And I told them that I did not want any other furniture. I want a full refund not the furniture. I will not accept any other merchandise. They can come and pick up the damage furniture. I will not accept anything except my money back. This has been a problem for me. It's very stressful to deal with this company. Not happy at all!!!!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased sofa selection and Ashley Furniture delivered on January 18, 2015 But when they delivery my furniture the delivery service scratched my floor. I file claim to the main office in Ashley Furniture and also I were contact with delivery service. I email pictures and estimate to repair my floor but I did not get any answer. The driver is telling me that he needs to see the floor and he will come over the weekend to see. I'm waiting and waiting and nothing he even did not call me to tell that he can not coming. and this is reaped every weekend. Main office is telling me that they need contact driver. Please help me resolve my issueDesired Settlement: I want refund of $550 for repair my floor. and also I want refund for my delivery charge of $159.99

Consumer

Response:

Please close this complaint. The Ashley Furniture finally respond to me and the will sent me refund.

Review: We purchased a sofa in June and by December all but one piece were seriously damaged. We did not start using the furniture until October due to renovations. We still have the tags on the furniture. When I purchased the furniture I also purchased an insurance contract for an additional 500.00 dollars. I can not get Ashley furniture to take the broken furniture out of my house. They are all smoke and mirrors and someone needs to stop them from hurting the hard working people.I was informed by the repair man that came to look at the pieces that it was one of the worst products that Ashley sells. He told me they will try to get out of taking care of me, so I better speak up for myself. I have been given the run around and desperately need help. The sofa cost almost 3000.00. I have never paid that much for a couch in the past and feel that I have been terribly ripped off. They do not seem to care about the consumer at all. I am starting to realize they do no have the best reputation.Desired Settlement: I first asked for a credit to be able to pick something else out. I have now realized this is not a company I want to ever do business with again. A full refund at this time is all I wish for, so I can get some furniture we can sit on. We are no not using the furniture, as I am terrified that someone will be hurt.I am paying for this sofa and have had no enjoyment at all from the furniture. Ashley does not care about their consumers.

Business

Response:

To Whom It May Concern:The concerns that this customer had with the items were evaluted by a certified furniture specialist. The Specialist stated that the items had customer abuse. The items had several cracked wood frames and dog hair all over the items. In the end, we decided to credit the customer for the merchandise and allow her to fix or repair the items.The customer recieved a full credit for the product.Thank you, [redacted] ###-###-#### Ext. [redacted]

Consumer

Response:

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

Sincerely,

This sectional was delivered to us in July. We were renovating the house and did not get it all set up until late October. We discovered the broken pieces in January. We do not use the living room too much, have NO animals and find that this was a factory defect. I was told by the first customer care representative that there are knots in the wood that make the frame weak and that they would continuously send someone out to fix my sofa as it continues to break. I found this to be totally unacceptable. I then called again asking to please let me exchange the furniture for something else. They declined my request and were very rude about the situation. I am shocked by their lack of customer service skills and am catching them in lie after lie. They insisted that I needed to have an independent service technician come to my house to make an impartial decision. That took three weeks for the man to come and he shows up with an Ashley furniture shirt on. He told me he was an independent contractor, but most of the work he does comes from Ashley. He told me the piece I purchased was one of the worst they make and that I should find a better product. He told me that I should stand up for myself against them as they will not be doing the right thing. One of the "service supervisors" did not like an expression I used, when speaking to her on the phone and became hysterical. I am an older woman and simply asked her if she would like this to happen to her mother. She yelled that how dare I bring her mother into this. She said her mother had [redacted]. I sympathized with her and told her it was just an expression and was nothing personal. I also told her that my grandparents, mother, aunts, uncles and a cousin had all had the disease and we all suffered with caring for them for many years. I thought that she was not a good customer service representative and have found that they simply do not have knowledge or the desire to treat their customers with respect. I kept calling and they kept telling me that I had to have the sofa fixed. They said a repair man would have to spend six or more hours in my home to repair all the broken pieces. After the technician reviewed the entire sofa, he found each of the sectional pieces were broken except for the little cup holder. He reported this information to the service department in front of me. I told them from the first call that I was uncomfortable keeping the sofa and that for insurance reasons would not let anyone sit on it. I would never be comfortable letting any one use it even after it was fixed as I was informed by the first representative that she knows it will keep breaking. The technician stated the same thing.I finally went back to the store on February [redacted] and they called service. They still refused to take the sofa back. I spent two hours in the store and they decided to let me pick out something else. After looking around we picked out another set and it was to be an even exchange. I was told they felt that I would not be happy with anything they sell. The manager told me I was probably going to come back with the same complaints. I was appalled at their statements, and the fact that they were so sure that they next pieces would also break. It sounded as though they do not trust the quality of the construction.When I left the store I received a call from [redacted], who was extremely nasty, yelling at me, the injured, unhappy customer, that I called the credit card company and that I was to throw the couch out or donate it to goodwill. She said I would get back "some" of my money. I told her I wanted all my money back and was happy not to do business with them. Their workman ship is shoddy and their customer service does not exist.I called the credit card company and they told me they have not heard from Ashley and the money has not been returned. I would like to leave this open until I am fully reimbursed. I have a very sick husband, a sick daughter and a young grandson, who was born at 1 pound and has to have special attention. These are my only concerns in life. I am so upset that we have no place to sit in the living room due to the callousness of Ashley furniture. They in no way handled this correctly. They had to be forced to do what should have been handled properly with my very first phone call.We have a world in turmoil and serious problems that people face daily. Anyone doing business with them should be very careful what they are buying and the owner of the company should be made aware of all of this. I am sure he would be chagrined. I thought they would have been embarrassed but they are just covering their [redacted] and not caring about the consumer. I hope that this helps future customers and that you keep them in your sights. I repeat, no money has been returned. The sofa was almost 3000.00. I thought it would last a long time. I did not want a 3000.00 disposable couch.I finally contacted the credit card company and the Revdex.com only after all my attempts to make myself whole feel on deaf ears. Thank you for your help and hopefully this can be resolved shortly. I repeat there has been no refund as of yet. Just talk.

Business

Response:

To Whom It May Concern:I apologize for any misunderstanding. Ashley Furniture HomeStore refunded all of the cost of the product and permitted the customer to keep the items. We did not refund the delivery charge which is non refundable per our sales contract. At this point, we have also determined that refunding the delivery charge would be the best resolution to move forward with this customer. We have set up the paperwork for the refund and will be refunding this by the end of the week.Thank you, [redacted]###-###-####

Consumer

Response:

I received the final check yesterday. I appreciate all the help. It would never have gotten resolved without your interaction. [redacted]

Review: PURCHASED 2 RECLINEING LOUNGE CHAIRS, TRIED A DEMONSTRATER CHAIR AT THE STORE.

CHAIRS WERE DELIVERED, TRIED THEM THAT NIGHT, FOUND THAT BOTH DID NOT HAVE A

MIDPOINT STOPPING POSITION. THE CHAIR HAD A UPRIGHT POSITION AND TILTED BACK TO

A FLAT POSITION WITH YOUR HEAD WAS LOWER THAN YOUR FEET.

TRIED TO RETURN THE CHAIRS, THE STORE MANEMENT SAID THAT THEY HAD A NON - RETURN

POLICY. THEY SENT A REPAIR TECH. OUT TO LOOK AT THE CHAIRS. THE TECH SAID THAT THERE

WAS NOTHING WRONG WITH THE CHAIR. WHAT DO WE DO NOW.Desired Settlement: RETURN THE CHAIRS AND GET THE REFUND.

Business

Response:

I just had to call the police department on the delivery drivers of Ashley Furniture. The deliver person came into my house and looked at the location I wanted the furniture and told me it was too difficult. So I told him to just leave it on the first floor. After he brought in the furniture, he went into the basement and started taking pictures. When I asked him what it was for and told him I wanted the pictures deleted unless he gave me a reason, he said too late. Then he proceeded to take all the furniture he had delivered and put it back into the truck. I told him that considering I had already signed and paid for the furniture, this was theft. He then said, "you think you're capable of stopping me?" At this point the other delivery person was still throwing trash onto my driveway which I took a picture of. I locked the doors and called the police. The delivery persons sat on my driveway for another 10 minutes and drove off as soon as the police car pulled onto the street.

Delivery Service VERY POOR:
Summary
1) Purchase Items on 11/27/15 worth $4580.54 (sale order: [redacted]) from Ashley Furniture 7410 Carson Blvd, Long beach, CA 90808
2)Delivery date schedule for 12/6/15, items missing were Full set, king set, and I am still missing my lamps as of 1/1/16. Delivery people said they were going to deliver the items the night of 12/6/15(phone number of delivery guy 909-910-9840), it did not happened, I spoke to the delivery guy he said he would deliver on 12/7/15, it did not happened, finally I got the queen mattress on 12/18/15 . Finally delivery guy sent two men, the men informed me that they were making a favor to a friend that is the reason they had their personal mini pickup car carrying my new mattress on top of their roof top (OMG) so unprofessional. I paid too much money to have my items deliver on a personal truck. I asked the men about my remaining items, they had no idea about the lamps and full mattress were still missing Also, on 12/6/15, the items damage were the tv stand, dresser and side queen panel.
3) I called customer services several times, they informed that my items were delivered and I don't told them that was false statement. I told them that I would not be wasting my time calling them if I had received the items. I felt that they were accusing me of stealing the items. I told them and call several times letting them know that the items were missing. It's very unprofessional to accuse your client and I felt I was being accused of stealing the items! Both my husband and I had to go back to the store and they store had to re-issue the order on 12/12/16 This is unacceptable! I am still missing my lamps as 1/16/15
4) Received the damage replacement on 12/26/15 and I am still missing the lamps I purchased
Request
1) I am requesting a work record copy of all the drivers that deliver my items to my home in order to certify that all the workers were or still are employees of the delivery company.
2) I would honestly like to return all the furniture back and get my money back. This is a terrible experience, and when I see the furniture I purchased from Ashley it makes me have a bad attitude. Buying furniture is suppose to be a good experience, and the fact that I am still missing lamps makes the feeling even worse.Ashley should reimburse me at the minimum 50% of what I spent if they won't take their items back.

Review: I ordered a bedroom set from Ashley Furniture and when it was delivered a [redacted] was broken off of one of the nightstands. The delivery man ordered the [redacted] before he left my home, telling me this was going to be the quickest way to resolve the issue. I called customer service the next day and the woman I spoke with confirmed that the order had been placed and the replacement part had been shipped out. That was over two weeks ago. I just called customer service again to follow-up with the claim and find out the estimated delivery date and was told it had not shipped yet and that there was no ETA at the moment.Desired Settlement: I want the replacement part that I was promised. I paid for the entire bed room set upfront and want Ashley Furniture to uphold their end of the bargain and make my set whole.

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 receiving Ms. [redacted]’s complaint we reviewed her service request. We have found that the part was ordered on 3/8/2016. Our standard shipping time for parts is approximately 7 to 21 business days. Part shipments can take longer than that depending on the availability of the part. Currently the part is on back order and estimated to ship out the week of 4/4/16. We have contacted our parts department and have asked them to put a rush on this part order. Regards, Ashley Furniture Industries, Inc. Corporate office KC

Worst place to buy your furniture. I bought furniture on 2 separate occasions and they have the worst warranty ever. You have to file a claim within 5 days in order to be covered and then 2nd time I purchased the couches were obviously cheaply made that the leather was rubbing off when I called store they said I had to report damages when delivered well it didn't happen when it was delivered it just started happening for no reason. It's not like we are ruff on our furniture and we had them 3 months. Save your money and go somewhere else!!

Review: We purchased a new sofa. During the purchasing process, I was not told that there would be absolutely no refunds. My husband drove to the warehouse to pick up the sofa to avoid delivery charges. After bringing the sofa home and removing the plastic wrap, he discovered the frame of the sofa was damaged. I contacted the customer service number that was given and requested a refund due to poor quality of sofa. I was told that there were no refunds just exchanges. I told the representative that I was not informed there were no refunds, and I am not satisfied with the quality of my expensive purchase. She stated that it states on my receipt that there were no refunds. My "receipt" is a paper that looks like a contract. Besides it not explicitly stating that there are absolutely no refunds, when I received this "receipt" the salesman made me feel foolish if I were going to read all of before signing it. They sent a service man out to my house. This man noted how we still had the tags on the couch and the couch was new, opened the back of the couch, took pictures, and stated the couch was not repairable. We then were contacted a couple days later by Ashley stating that they received the report, the sofa is ready for an exchange, and WE can pick it up. My husband again stated that we are dissatisfied with the quality of this large purchase and we want a refund-not another poor quality sofa. The representative stated that there were no refunds, she wouldn't let him speak to a manager, and said he could drive to the store and speak to some one there. He then asked if they would, at least, deliver the exchange sofa because they are refusing a return and she stated 'no' because, originally, we did not pay for delivery service. If I would have been informed at the time of purchase that there were no refunds, I would not have made a large purchase at this store. Also, I was not informed that I would be responsible for delivery if there were to be an exchange even if the error was on their part. Ashely was misleading, produced a poor quality product, and will not refund my money. If I buy an item from the store, Motherhood, I am told at the time of purchase that there are no refunds. Ashley's practice is not right.Desired Settlement: I want a complete refund of my money.

Business

Response:

Review: Back on summer 2013 in my last trimester of pregnancy, my husband and I went to the [redacted] store to purchase our first adult bed set. My ONLY request was rounded edges on the foot board. We found a beautiful medium dark wood bed set called Porter with rounded edges on the foot board. We purchased it, but what we recived was NOT what was on their floor. We recieved a dark wood bedroom set, with a foot board of the bed having sharp edges. My husband and I went back to the [redacted] store and we were told the Queen bed was different than the King that was on their floor. Why would it be different?? I was skeptical. Couple days later we went to my grandmother's in [redacted] and there is a Ashley Furniture Store in [redacted]. We stopped in to look at their Porter bedroom set. Their king bed looked exactly like the bed we received! [redacted] had the wrong bed on their floor! After taking pictures of the Porter in [redacted] and the bed we recieved, my husband and I went back to [redacted] to dispute what we recieved was NOT what we purchased from their store. When we went back I saw they still had the Porter we wanted, so I took pictures and have evidence all the way up to a month in a half that they had the wrong bed on their floor advertised as the Porter. [redacted], first told us to go through our warranty the get things fixed. We were denied. We went back to [redacted] in [redacted] and at this point because of my last months of pregnancy I recieved bruises from the sharp corners of the bed, I was furious!! I have photos of my bruises! I was willing to deal with the dark wood as long as the footboard gets changed to have rounded edges!! [redacted] then said he'll have the foot board from the warehouse sent to us. We got it and again sharp edges, the one we already have, so we sent it back. They tried 3 times to give us the same footboard we already had that I was dealing with and getting hurt. We go back to [redacted] and by now its been a year of dealing and waiting and dealing with the issue, [redacted] then says he'll have his personal repair man come out and round out the edges and re-stain. He gave my husband the number for us to call him and [redacted] said he'll pay for it personally. We call and call, leave several messages, 4 MONTHS go by!! By this time I'm pist!! I go in on black friday 2014 and talk to [redacted]. He gives me an excuse that his guy is up north and [redacted] would call me when he is back in town. It's now been a month since that was told to me!! December 26th I called and complained to customer service who didn't even take down my information because they said it came up automatically by caller ID and that the complaint will be taken to Reginal. Who knows if that will happen!! She didn't even ask for my name!! This was suppose to be our first bedroom set as an adult, something happy. Instead, I got hurt while pregnant and continue to get hurt because of the sharp corners. They had the wrong product on their floor. I have pictures and the pictures have time stamps!! It's been a year and a half. I'm done being fed lies from this company.Desired Settlement: I just want a bed with rounded corners on the foot board. If they can't provide that, I would like to return every single piece of the bedroom set and get my money back! And NEVER deal with that store or company again!

Business

Response:

Date: 12/31/14

Revdex.com

Complaint Department

Complaint ID: [redacted]

At Ashley Furniture, one of our primary goals is to

provide customers with the highest quality of service. We do regret to hear of

your dissatisfaction.

After researching the customer’s complaint it is to my

understanding that we do not manufacture the customers bed with rounded edges.

We have tried to deliver a more satisfactory bed to the customer multiple times

and they are not happy with the bed.

At this point we would be willing to offer a reselection to the customer to

find something else in the store. We would pick the bed up when we deliver a

new one. We would not be able to deliver a bed with rounded edges since this is

not something we make and we also will not be able to offer a refund. It will

be up to the customer if they would like to select the reselection and I would

be happy to get that entered. Please let me know if this is something you would

like.

Please feel free to contact me with any further questions

or concerns.

(Please call customer care and reference Stoneledge

SR#[redacted])

Thank You for giving me the opportunity to respond to

this complaint.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

Business

Response:

Date: 1/15/15

Revdex.com

Complaint Department

Complaint ID: [redacted]

Thank you for responding to Ashley Furniture Industries,

Inc. We appreciate that you have notified us regarding the customer’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 matter.

After receiving your last response Ashley Furniture

continues to stand by our initial response in that we would be willing to enter

a reselection for the entire bedroom set under the understanding if the

customer chooses furniture more expensive than what is in their home they would

be responsible for the difference of the cost of the furniture. I have also

reached out to the store and we have decided that we could also offer to send

out a technician to try to round the corners on the bedroom at no guarantee

that they will be as rounded as you prefer.

Please let me know which option if either you would

choose.

Sincerely,

Ashley Furniture

Corporate Office

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.

On Tue, 20 Jan at 10:30 am , [redacted] wrote:[redacted]

Review: Purchase made on 11/24/2014 for Chest, Night Stand, Bed. Purchase paid for in full on purchase date. Salesman said they were having some backorders on the bed rails, then when he checked the computer he said "good news, not on the size bed we ordered, everything is in stock". Set the delivery for 12/20/2015. On 12/19 I received a call that the bed rails were backordered, so the warehouse canceled the entire shipping order. I responded that I still wanted the other items delivered as they are Christmas gifts. I will take the late shipment for the rails, but need the furniture pieces as scheduled. They called back. The warehouse is completely full and cannot fit a delivery in before Christmas. They can deliver to me on 12/26 everything except the rail, which will be available in Jan. After much begging, and getting nowhere, I agreed. On 12/26 Ashley never called me regarding the deliver time. I called them after 10am and was told between 8am and noon. At 12:30pm I called again, I was told they sent the warehouse an email asking them to call me, at 1:30pm I called again. The warehouse had not responded to the email, they sent another. I called again at 2:30pm. Same response. At 3:30pm I was told ALL my items are now on backorder and not available until 1/25/2015. They could not explain how items that were available a few days ago were no longer available.Desired Settlement: # 1 The Process changed at Ashley. Customers should be asked at the time of the sale, "If one of your items is delayed for any reason, do you want your entire order delivered together, or do you want a split order. Then the warehouse will have the information and make the correct decision.

# 2 The furniture delivered, in perfect condition. They have had payment in full since Nov. They have been able to claim sales on their financials month end, quarter end, and year end, and yet they have not delivered the items.

# 3 Their rating to drop below an A-. How can they rate anywhere near an 'A' when they are better at delivering lies then furniture?

Business

Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.Per the store manager [redacted] the delivery date is scheduled for 1/25/15 and the store will reach out to the customer and compensate for the extended delay in delivery.Sincerely,Ashley Furniture Homestore – Corporate Office

Consumer

Response:

Per the salesman, the furniture was in stock and available when I placed the order in November and arranged a delivery date for a pre-Christmas date, as the pieces were Christmas gifts. Jan 25th is two months later after the sale date. I have canceled my order. Ashley has refunded me. Thank you, but Revdex.com was unable to expedite the delivery.

Review: On February 22, 2014, I went into the [redacted] store to purchase a firm mattress and to take advantage of the Presidential sale. I clearly explained to the sales representative that I'm ** years of age and have had a number of surgeries not limited to back surgery so it's important that I purchase an extremely firm mattress to support my conditions. The representative had me to test several different mattresses and I actually fell in love with one of the "floor models". It was then that I also informed the salesman that I would be leaving town to visit with my ** year old mother for two weeks in [redacted] and would not return until March 11, 2014. The salesmen stated that they could not hold the mattress just for me for that length of time and if I didn't take advantage of the Presidential sale the price listed would be out the door.

So, I unfortunately jumped at the opportunity of getting a "GREAT" mattress at a great price but when I returned to California on March the 11th the mattress that I actually tested in the store was not the mattress that was delivered to my home. I have not had a good night's rest since my return, and have been taking pain medication because I'm now sleeping on the FLOOR of my bedroom. I have been in contact with the store since my return: on the 21st of March they sent out someone to take pictures and followed up to let me know that there were additional items I did not purchase in order to support the mattress' firmness, and I have been informed by the company that California has a special law governing the purchase of a mattress yet I still have no idea what that law states. I have never heard of this but I thought if the salesman knew what I needed at the time of the sales why was this information not disclosed to me prior to or during the sale?! If there were additional items to purchase and the price of the items were not included with the pricing of the mattress why not disclose those extra items and cost so that I could have had the option to buy or walk away?! Everything that I'm being told now was not disclosed to me at the time of purchase.

I'm told that I'm stuck with this mattress and there's nothing that can be done and nothing that the company is willing to do for me.Desired Settlement: I desire that since the company didn't disclose the additional items that would make the mattress as firm as the one I tested; provide the additional items to me at no cost so the mattress can be firm enough to support my conditions, or, refund my purchase price so that I can find another mattress that I CAN sleep on.

Business

Response: