Ashley Furniture Homestore

Review: I purchased furniture on 7-6-13. The sales woman name was [redacted]. I explained to her that I am disabled and it is important that I get my bed ASAP. The entire process turned into a disaster. They delivered everything except the frame for the bed and without it the bed is sitting on the floor. My back is hurting and I am going for consult for my next surgery not to mention running back & forth for back pain due to the fact that I am sleeping on a rock. They split up the order without my knowledge and have the store manager on my voice mail with the store manager telling me what they did. I explained about my problem and the inconvience. He extended my return of my bedroom furniture which was to be delivered today and I was told that the warehouse was closed today. I told them if that was the case then I should have been notified. I then contacted cooperate & was told that the warehouse is closed on Monday's. I said if that is the case then why would you schedule a delivery. She proceeded to tell me that at this time the earliest it can be delivered is on 8-7. I am beyond furious. This is a total lack of customer service. They are rude plus!!!!!!!!!!!! HELP MEDesired Settlement: I want $5,000.00. The cost of the furniture plus pain and suffering. I have went way out of my way and now they do not want to talk to me. They think that every black person that walk in the door is stupid. You have no credit or money. I will never buy anything else from them nor will anyone else that I know. I just found out that they have so many complaints that it is not funny. I want justice.

Business

Response:

August 14, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: Mary Ann [redacted]s #[redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding **. [redacted]’s concerns.

**. [redacted] purchased her furniture on July 8, 2013 and was scheduled for delivery on July 19, 2013. On the date of delivery, she was missing her mirror and headboard, which had been delayed. **. [redacted] contacted the store where she purchased and was issued an in store credit as an apology and the remaining items were scheduled for delivery on August 4, 2013.

Unfortunately, there was a scheduling error and **. [redacted]’s delivery did not occur. Our store management team personally delivered **. [redacted]’s headboard and mirror (which she later returned) on August 6, 2013. We regret the inconvenience caused by the delay and error in her order and hope **. [redacted] is now able to enjoy her furniture.

Regards,

Executive Assistant

Ashley Furniture Homestore

Review: I purchased a bedroom set in late June 2013. The salesman (who ironically is named "[redacted]") overcharged me for delivery ($450 total). I told store management the next day to either cancel the furniture order or restate the delivery fee. The restated the delivery fee to the value of ($89). Here I sit 2 months later, after upwards of 20 different phone calls, after many many many hours on the phone with the store, interest accrued on my credit card, with no resolution ($361 back on my credit card). I have a recording of the manager, Larry, stating: "the refund would be in my account by Monday August 26th, 2013". Not to my surprise, no credit has been issued to my card at this time.Desired Settlement: I would like for the [redacted] Ashley Furniture to refund the $361 on my credit card, immediately.

I would also like the original itemized bill sent to my home address.

Business

Response:

September 16, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted] purchased on June 24, 2013. At that time, he was charged an incorrect delivery fee. He was told a refund would be processed to rectify the over charge. On July 8, 2013, Mr. [redacted] contacted the store where he purchased because his refund had not been processed. Unfortunately, the refund was submitted incorrectly and Mr. [redacted]’s refund was not processed until August 26, 2013.

Mr. [redacted] has been contacted by our store management team to apologize and submit proof that his refund was finally completed. We sincerely regret the errors that occurred during this process and hope Mr. [redacted] is now able to enjoy his furniture.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

By far the worst experience I have ever had with a furniture company.

I believed I had a cal king but wanted to be sure so I agreed to call the salesman that night to confirm that I did have a cal king after I measured the mattress. He assured me that I would recieive the proper size bed rails and he would personally take care of it.I requested a home delivery which was not going to arrive until a month after My home delivery was scheduled without contacting me or notifying me;I only found out because I called the store because I had not heard anything. A month later the big day comes and I am excited because I have been stationed overseas for 3 yrs and this is my first bedroom set purchase. The deliverymen assemble the bed and the bed rails are for a regular king size bed and are too small for my bed. The dresser has water damage that is pointed out to me by the deliveryman who told me I could still have it if I really want it, I kindly refused. The mirror for the dresser was cracked and I pointed it out to the delivery men. The delivery men tell me I will be contacted by the store. Almost 5 days pass and I am not contacted by the store I call and get the run around that they do not know when the replacements will come in and that I will have to wait, this goes on for about a week. I ask to speak to the manager on numerous occasions and get the excuse that he is busy or they can't find him. I ask them to leave my information with the manager and ask that he call me when he gets a chance. The call never comes of course and I fill out a complaint on their website. I am contacted by a [redacted] who smooths everything over, he schedules my next delivery,aplologizes for the inconvenience and offers me $125 store credit and tells me to contact him in the future for anything else. A month later the next delivery comes. The bed rails are the right size and the bed is assembled. The dresser is damaged yet again and I must wait for the replacement to come in again. I attempt to contact [redacted] and leave him a message asking him to contact me.I am contacted by their corporate delivery services and it has been rescheduled and I tell the woman who contacted me that I tried to contact [redacted] and would still like to talk to him. She tells me that she will put a note that he can see and he should contact me. It has been weeks and I have not heard from [redacted]. I walked into their store on April 3rd and it is now June 19th, I will not get the dresser until July 6th. What kind of service is this? Who wants to wait 3 months to get something they purchased,especially something so expensive. I would have been better off at a mom and pop store that would have delivered the same day or next day. I wanted some nice furniture that was of good quality and those intentions bought me the worst experience I have had with a furniture company. I do not wish this on anybody else and really hope this does not happen on a regualr basis. Please stop them from treating others as they have treated me. Feel free to contact me for any additional information. Thank you

Review: I purchased a couch, chair and mattress from this company. The company delivered the mattress, a [redacted] Model. The mattress is very expensive costing $2600. It arrived damaged with the pillow top portion of the mattress bunched on once side leaving it un usable. After a brief exchange with customer service, a second delivery was scheduled for the same mattress in new and un damaged condition. The second mattress arrived was delivered 2 days later and in the same damaged condition as the first. After repeated attempts to resolve the issue with customer service and store management I have a mattress that I can not sleep on that I paid $2600 for. I have good pictures of the mattress.Desired Settlement: I want what I paid for, nothing more.

Business

Response:

July 19, 2014

RevDex.com, Inc.

Re:

[redacted]

Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original

delivery occurred on July 2, 2014. His mattress was received with lumps and

waves due to being store incorrectly, so he did not accept it into his home.

His mattress was redelivered on July 4, 2014. On July 5, 2014, Mr. [redacted]

reported that his mattress did not expand and had to be exchanged. Mr. [redacted]’s

mattress was successfully delivered on July 8, 2014.

We sincerely regret

the delay in delivering an undamaged mattress to Mr. [redacted]. He has been

generously compensated and provided with a contact name and number should he

have any future concerns.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Review: I purchased a new bed and mattress on Memorial Day weekend to be delivered on Friday, June 6th 2013. When the delivery arrived the bed was damaged and could not be installed so my wife had to refuse delivery. At that time we chose to have a different bed model delivered and dealt with the sales manager [redacted] via phone. The new bed was to be delivered on the following Friday, June 13th 2014. When the delivery was made on Friday, June 13th the wrong bed model was delivered. Although the sales manager that coordinated the purchase was extremely competent the entire process with the dispatch and order delivery has been unsatisfactory. My wife has had to take two days off of work so far and will need to take one more if they are to make this order right. Their dispatchers are dismissive when spoken to on the phone and although I spoke to their scheduling folks on the evening of Thursday, June 12th to insure that everything was in order the wrong items were delivered. I have spent approximately $4000.00 on the bed and mattress and am not satisfied with the outcome. I would like to have the proper bed installed and have this matter put to rest. I would like my wife's time compensated as well as a complete investigation of their dispatch/delivery process if I am ever to shop at Ashley Furniture again.Desired Settlement: Install the right bed and compensate for the time and frustration we have experienced.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on June 6, 2014. At that time, his bed was received with significant damage and Mr. [redacted] had to decline the delivery. He immediately visited our store and selected different merchandise. The new furniture was delivered on June 13, 2014, but Mr. [redacted] informed us what we were delivering is not what he had selected in the store. Mr. [redacted] requested delivery of the correct merchandise to occur on June 20, 2014. Unfortunately, our factory has delayed the order and it cannot be delivered before June 28, 2014. Mr. [redacted] has decided to cancel his order. His bed is being picked up on June 20, 2014 and will be refunded. We have provided Mr. [redacted] with a metal bedframe for interim use. We sincerely regret the damage and then error on Mr. [redacted]’s bed and though unintentional, realize it has been an inconvenience. We do hope to earn his business in the future and have given him a contact name and number should he choose to return.

Regards,[redacted]

Executive

Assistant

Ashley

Furniture Homestore

Consumer

Response:

I have reviewed the response 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.

Although the improper bed was picked up on 6/20/14 and a metal frame was installed I have not received a refund to date nor have I received compensation for my wife's time (3 days PTO) as promised via email from the stores sales manager. Until both the refund and recompense has been received I cannot consider this matter resolved.

Regards,

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on June 6, 2014. At that time, his bed was received with significant damage and Mr. [redacted] had to decline the delivery. He immediately visited our store and selected different merchandise. The new furniture was delivered on June 13, 2014, but Mr. [redacted] informed us what we were delivering is not what he had selected in the store.

Mr. [redacted] requested delivery of the correct merchandise to occur on June 20, 2014. Unfortunately, our factory has delayed the order and it cannot be delivered before June 28, 2014. Mr. [redacted] has decided to cancel his order. His bed is being picked up on June 20, 2014 and will be refunded. We have provided Mr. [redacted] with a metal bedframe for interim use. We sincerely regret the damage and then error on Mr. [redacted]’s bed and though unintentional, realize it has been an inconvenience. We do hope to earn his business in the future and have given him a contact name and number should he choose to return.

As an update, Mr. [redacted]’s refund was delayed in processing. The oversight has now been corrected. We have contacted Mr. [redacted] and relayed our sincere regrets.

Regards,[redacted]Executive AssistantAshley Furniture Homestore[redacted]

Review: I was told by an Ashley Furniture sales person that I had to apply for credit with ** if I was looking to finance. I explained that I did not want a credit from ** because they will deny me and that I wanted to deal with [redacted] instead because they are cash based. I explained that I did not want anymore negative hits on my credit. He stated that I would have to go through the application process with ** first, before applying with [redacted]. I clearly stated that I will go on with there process as long as don't take a hit on my credit for it.** denied me,so I then filled it out and proceeded with [redacted] and of course they approve me. About a month later I **t a notice from the credit a**ncy Experian that my credit rating chan**, and found that ** ran my credit and denied me a credit card. So I called Ashly Furniture and they said the only way to **t approved by [redacted] is to be declined by **. I explained that I did not want anymore negative hits on my credit report and that they should not have set that up in that manner. Yet I still have lost credit score points and have to wait TWO (2) Years before it comes off. This isn't right...Desired Settlement: 1. Ashley Furniture can contact ** and have them remove their inquiry.2. Ashley Furniture can have ** attach a note with their credit inquiry that there application process must first go through ** approval before it proceeds to [redacted]. So any other inquirers can see that the issue is the process not the consumer. 3. Ashley Furniture can submit a " IN GOOD STANDING" report to the Credit Agency's since they received payment "in full" from the approving finance company.

Business

Response:

April 24, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re:

[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] did use a

finance program when he purchased his furniture. Upon receiving notification

that Mr. [redacted] was not happy with the financing process and terms, he was

contacted by a member of mana**ment from the store where he purchased. The

terms of his finance contract have been explained and Mr. [redacted] has been invited

to shop with us again.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Consumer

Response:

I have reviewed the response 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.

This proposal is unacceptable because it will simple continue. With “companies”, like ** financial basing their high standard of approval on credit, how can anyone repair their credit or fix it with such acts, as far as I am concerned is intentional sabota**. Ashley furniture says that this is the agreement they have with ** and there is nothing they can do about it. But there is; Ashley furniture received a check from the secondary company in my behalf. The Ashley furniture should post to the credit bureau’s the payment in my behalf has been received to show payment received in full on my credit report and that I am in good standing. Anything short of that is an insult and offensive.

Regards,

Business

Response:

May 15, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street

Phoenix,

AZ 85014

Re:

[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] did use a

finance program when he purchased his furniture. Upon receiving notification

that Mr. [redacted] was not happy with the financing process and terms, he was contacted

by a member of management from the store where he purchased. The terms of his

finance contract have been explained and Mr. [redacted] has been invited to shop

with us again.

Our original response

remains unchanged and with the explanation provided to Mr. [redacted], the matter

has been considered closed.

Regards

Executive

Assistant

Ashley

Furniture Homestore

Review: If you call Ashley's corporate number you will hear....The cornerstone of Ashley....We strive to give our very best to retailers, to give exceptional customer service, to offer quality and value, and give quick deliveries. HA! What a lie! I experienced absolutely NONE of those things in my buying experience at Ashley Furniture store.

Aug 20 - I spent $2800 buying a bedroom set, sofa and matching chair. My salesperson was nice. My furniture was set for delivery on Sept 4.

Sept 4 - I received the wrong color sofa and chair. The delivery guys took it back. My nightstand and dresser both had big scratches in them and the bed foot board had the corner bashed up so much raw wood was showing. I took pictures and headed to the store to show them the damages. My salesperson looked at them then handed me a brochure with a customer service number on the back and told me they didn't handle this stuff in the store that I needed to call that number and they would take care of everything.

Sept 5 - I received a call from a man saying he was the store manager and he wanted to clarify the color of green I wanted in my sofa and chair. I tell him the color should be cream NOT green.

Sept 6 - My salesperson calls me saying he doesn't understand what color green I mean....I say C.R.E.A.M not green. Cream! I admit at this point I'm losing my patience and I call the store to speak with the store manager. He tells me he's been doing this 26 years and this kind of thing happens all the time and their furniture repair people can "work magic" in fixing the damaged items and I should just accept this is how it is on the sofa mix up. I leave work, drive to the store, and this guy says there is no pleasing you when I tell him he needs to fix this or give my money back and proceeds to cancelling everything in the system. Turns out though, he is the Sales Manager NOT the Store Manager. She remembered me from the day I bought everything and says if I give her a chance she will make everything right. She gives me her number and says call me if there is any problems. I agree to give her and Ashley's a chance. In hindsight, not my smartest decision. We clarify the numbers for the cream sofa set with a delivery date of Sept 20. The repair person is still set for Sept. 27.

Sept. 18 - I receive a phone call saying there is a problem with the manufacturer and my sofa set won't be here until Oct 1 but that they will deliver it to me the next day. I call Victoria the store manager. It seems we are back to too bad, so sad again. She tells me I have three options - 1) she says I can come in and pick out another set but I need to make sure it's in the system otherwise it will probably take just as long for deliver as the original one I ordered, 2) If I really like the cream set I can just wait for that one, or 3) I can come in and get my money back. Not quite what I would call the let me make this right options.

Today, Sept 27 - my repairman shows up, looks at my furniture and says there is nothing he do to fix it. I quote, "It's a matte finish, matte finishes have scratches. It's the packing it sent that scratches it. I can put a gloss finish on it" and "I have let them know I can't fix it and they will order you another dresser and nightstand." Huh? Who believes I'll see that before the second coming of Christ??? Not me!!

I called Ashley Corporate office and spoke with a man there who is going to pass this along to the rep that services the Ashley store at [redacted] and [redacted]. He says they're privately owned...or franchised I would call it...either way they are representing Ashley's name!

I called the local customer service number. The girls there are sweet as can be but it doesn't seem like there is much they can do since they only handle repairs and deliveries but she, too, is supposed to call me back.

In the meantime. Hello Revdex.com where I posted a review. Hello Social Media and every review site I can find where I have or will be posting reviews until this is resolved. Hello to every single person I meet for the rest of my life who even hints they may be looking at or shopping for furniture...I will tell them DO NOT SHOP AT ASHLEYS! EVER! They will nice until they get your money and then you don't exist for them.Desired Settlement: At this point, I am not sure what my desired outcome is. I either want a furniture set that isn't damaged, my furniture that isn't here delivered, and some concession for all the headaches and aggravation I have went through or I want all my money back.

Business

Response:

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] original delivery occurred on September 4, 2014. On that date, Ms. [redacted] reported service issue with her bedroom set and had to refuse her sofa and chair due to a sales error. The sales error was corrected and a new delivery date of September 20, 2014 was scheduled. In the meantime, Ms. [redacted] service appointment to address the concerns with her bedroom furniture was scheduled for October 2, 2014. Ms. [redacted] service appointment resulted in her nightstand and dresser needing to be exchanged for new pieces. Ms. [redacted] was then informed the order for her sofa and chair was delayed by the manufacturer. On September 27, 2014, our company’s computer servers were destroyed by inclement weather at our Phoenix corporate offices. The computers were not restored until October 2, 2014. By that time, Ms. [redacted] exchange and corrected furniture orders were to have been delivered. Because she was impacted by this scenario, Ms. [redacted] was contacted by our Corporate Customer Care department once we were able to access her account. Ms. [redacted] delivery has been rescheduled and we are continuing to work with her to ensure her complete satisfaction. Ms. [redacted] has been provided a contact name and number for all of her concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Consumer

Response:

The matter has been resolved. I am keeping the damaged dresser instead of reordering and waiting for the third dresser to come. Ashley has compensated me with a free mattress for both the 'scratch & dent price' of the dress and for dealing with this issue. I consider this matter resolved.

Regards,[redacted]

Review: This is not my first issue with Ashley Furniture (I have filed a previous Revdex.com complaint on them) but it will definitely be my last as I will NEVER purchase anything from them again and will share with everyone I know to not purchase from Ashley Furniture either. I purchased a bedroom set for my daughter and have nothing but issues since we made the purchase. I asked in the store if I could get a delivery time of after 4 pm as I work during the week and the lady who was helping us told me that I could call the customer service line and make that request. When I called to request that, I was told that they couldn't request a specific time. I had to call multiple times and spoke to 3 different customer service reps that day and two of them couldn't even pull up the right account to verify the delivery. Because of that, I had to make arrangements for a family member to drop everything they were doing and to meet Ashley Furniture at my house for the delivery. I received a call telling me the delivery would be to my house in about 15 minutes. I get a call over a half hour later saying they are at my house but that no one is there. I called my family member and she stated that no one was there and that no one had knocked or rang the door bell. She happened to look out the window and the delivery truck was across the street at my neighbors house. She had to walk over and tell them they were at the wrong house. They then delivered the furniture and put it together. When my husband and I got home that night, we looked over all of the furniture. There was a knick in one of the bed rails and the tall 5 drawer dresser looked like it had been dropped during the delivery process as the bottom was cracked all the way around. I called the following day 9/2/15 to file a complaint and was told that a technician has to be sent out to "fix" the furniture and that they can't just send new pieces. I clearly know what I saw and knew that everything would have to be replaced. Again, I had requested a technician to be sent after 4 pm during the week and was told that there was no way possible for that to happen. I had to reschedule a technician to come out three different times. A technician finally came out on Saturday and determined that everything would need to be replaced.Desired Settlement: Once again, I have wasted more time on this furniture set than it's even worth. I feel that part of the purchase should be refunded back to me due to this and the incompetency of everyone I worked with/spoke to at this company.

Review: I went in the store on [redacted] in February and purchased a chair. The chair was back ordered the chair arrived at the store in April I was charged for it but I have never received the chair. I have called and called and called. I even called to have it removed off of my charge card but they refuse to remove it without the store authorization. I have no idea what else to do....I can't get anyone to help me.Desired Settlement: Adjustment for the chair and all interest removed.

Business

Response:

July 3, 2014

RevDex.com, Inc.

Dispute Resolution Department

Re:

[redacted]

Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]

cancelled the order for her chair in February, 2014. Due to an oversight, her

refund for the chair was not processed. Upon receiving her correspondence, our

store management team contacted Ms. [redacted] to apologize and immediately

processed the refund.

We do regret the

delay in a resolution to this issue. Ms. [redacted] has been given a contact

name and number for any future concerns.

Regards,

Aimee

Mariani

Executive

Assistant

Ashley

Furniture Homestore

Review: I purchased my three year old daughter a complete bedroom set from Ashley Furniture Store in March 2014. The bedroom set also includes two bookcases and a twin trundle. Both of the bookcases were backordered until April [redacted], so I originally scheduled a delivery appt for April [redacted]. I later change the date to Saturday, April **, 2014 because I did not to take a day off for delivery. I'd to go back to the store for a price adjustment because I saw the Cottage Retreat complete bedroom set cheaper online for almost $550.00 less. On the day of delivery April **, the delivery guys realized that flat bed pieces were missing. When I called customer service to reschedule for someone to come and fix the problem. They claim that they did not know about the problem. After scheduling conflicts and I would only have them schedule to come on Saturdays, they final came on Thursday, May **, 2014 to fixed the bed and the trundle. They told me that there was Saturday that they did not have delivery in my area so they still would not come. When I came home on May **, 2014, they fix the bed but the trundle parts were still in the boxes. I immediately called and spoke to [redacted]) at the New Rochelle and she stated that [redacted]) in New Jersey is not in because they closed at 6pm. [redacted] stated that she would have [redacted] called me. I was promised both by [redacted] and [redacted] that they will fixed this problem. After almost one month the entire bedroom set is still not completed as yet. It's almost one month and I still have an incomplete bedroom set and everyone is pointing the finger that each other instead of resolving this matter.Desired Settlement: I believe that paying for a $2300.00 bedroom set that one month after purchasing the product, it still not fixed or was it completed as it. With that said that since all the other pieces were delivery and is fixed that I should be partial compensation for their negligence. I'm paying for incomplete bedroom set. I need the problem fix along with a partial monetary compensation. Not a store credit.

Business

Response:

To Whom It May Concern:

We tried to schedule to set up the trundle portion of the bed on May[redacted], 2014. The customer refused to allow the service to take place and threatened legal action. We are still willing to set up the trundle unit providing that the customer will be home to show the drivers exactly how she would like to have the items placed.

Thank you,

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:

I'd explained to [redacted] before they came out on May ** that they had already came out to set up my daughter bed and the task was incomplete the first time. With that said she explain AND promised that everything would be ok. They would fix the bed and trundle. I'd to ask my Mom to come and let them in. Upon speaking to [redacted] on May [redacted], I did tell her that I would proceed legal action because they had to come to my house which is going to be three times to fix a PRODUCT. I told her that my schedule is booked for the month of May and no one going to be at the house until after 6pm. That time was unacceptable for her because she stated that her driver would have finish their routes. . I don't work for Ashley Furniture and [redacted] and her entire staff should be responsible for their product, which also includes the correct assemble of all of the product that the client had brought.

They first came to my house on April **, 2014 and my daughter was not able to use the bed until May **, 2014 because the driver did not assemble the bed BECAUSE Ashley Furniture forgot to bring parts to assemble the bed. They came on May **, 2014 and fix the bed BUT they did not fix the trundle. I spoke [redacted] and the [redacted] at the New Rochelle location before they came and she apologize for my discord with Ashley Furniture.

That was the reason WHY I stated legal action, I'd previously paid over $2,300.00 for a product and it still is not right. I also told her that I can't take days off to let the driver in the house. I need those days to use for my planned summer vacations.

Ashley Furniture and [redacted] had failed with this delivery.

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

Sincerely,

Business

Response:

To Whom It May Concern:

Ashley Furniture Home Store is willing to go back out to the customer and set up the bed according to the customer's direction. We have deliveries on Tuesdays, Wednesdays, Thursdays, Fridays and Saturdays in the customers area. Although our delivery team cannot accommodate a late delivery we can offer this customer a timeframe between 7am to noon. Our system is designed for four hour timeframes as noted on the sales contract. At this point, we can only proceed if the customer is home. We have tried to accommodate this customer a few different times, but the authorized agent for the customer did not dictate the exact placement of the item to the delivery team so the visit was unsuccessful.

Please have the customer contact our Customer Care Department at ###-###-#### to schedule.

Thank you,

Review: Our family purchased a couch that was advertised as a leather couch. The sales person assured us that this was built with high quality leather that will stand up to heavy use, as we explained that we have two children. We also purchased the five year warranty that, according to the sales person will cover everything so we can sleep good at night knowing that our purchase will be covered. Four years later the couch is falling apart. The so called leather is peeling away from the inner lining. The material is obviously not leather as advertised, and clearly not built to withstand moderate use. We have pieces six inches wide peeling off. After reporting the issue to Ashley Furniture they sent a person to our house who took pictures. We were then told that the problem is considered "normal wear and tear" and not covered by our warranty.Desired Settlement: Ashley Furniture needs to honor our warranty and repair or replace our couch.

Business

Response:

July

19, 2014

RevDex.com, Inc.

Dispute

Resolution Department

Re[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding [redacted] concerns.

[redacted] original delivery occurred on January

5, 2010. On April 23, 2014, [redacted] contacted our Customer Service

department and reported service issues with his sofa. A service appointment was

scheduled and on May 3, 2014, our technician determined the damages on [redacted]’s sofa were due to a lack of maintenance.

On July 9, after having received [redacted]

correspondence disagreeing with the technician’s assessment, Mr. Frichtel was

contacted by our Corporate Customer Care department. Ashley Furniture

Industries has determined that the damage to [redacted] sofa was

accelerated due to a manufacturing defect. [redacted] was authorized for a

reselection. His new furniture was delivered on July 16, 2014.

[redacted] has been provided a contact name

and number for any future concerns. We truly hope he is enjoying his new

furniture and will continue to be an Ashley customer.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

Review: Defective furniture. Ashley furniture won't replace defective furniture or refund purchase price,Desired Settlement: Refund

Business

Response:

October

24, 2015RevDex.com, Inc.[redacted]Re: [redacted]Thank you for contacting S[redacted]. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.Ms. [redacted]’s original delivery occurred on

07/19/2015. On 08/19/2015 Ms. [redacted] contacted our customer service

department stating that there were challenges with the finish of her dining

room set. We dispatched a service technician to Ms. [redacted]’s residence on

08/26/2015 where our service technicians were able to correct the concerns and

Ms. [redacted] had signed in agreement that the concerns were resolved. On 09/17/2015 Ms. [redacted] contacted our

customer service department stating that the finish of her dining room set

differed from one piece to another. A second service technician was dispatched

to Ms. [redacted]’s residence on 09/26/2015 and there were no defects found with

the pieces. Ms. [redacted] did not agree with the findings and was contacted by

our customer service department to discuss. We were able to reach Ms. [redacted]

on 10/02/2015 after multiple attempts to reach her and as a courtesy to appease

the concern replacement parts were ordered to resolve Ms. [redacted]’s concerns.

On 10/15/2015 A service technician was dispatched to complete the installation

and was able to resolve Ms. [redacted]’s concerns. We regret Ms. [redacted]’s experience and have

made several attempts to reach her with no response to phone calls and email

from our customer service management team. Regards,Renee

L[redacted]Customer

Service Director[redacted]

Consumer

Response:

Sorry for the delayed response. The replacement parts were the wrong parts and could not be installed. The technicion attemptied to refinish the wood again, resulting in the finish of the wooden chairbacks to be even darker than the wood on the table. Now they don't match the wood on the table at all. (See attached photo) The whole process is totally unacceptable and the problem is even worse then when it started. At this point, Ashley is unwilling to refund or replace the dinette set.

Business

Response:

November

14, 2015RevDex.com, Inc.[redacted]Re: [redacted]

#[redacted] RebuttalThank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Ms. [redacted]’s concerns.On 10/30/15 we received notification that Ms.

[redacted] did not agree with our original response to the RevDex.com. Since receiving the latest correspondence we have made several attempts

to contact Ms. [redacted] and have been unable to speak with Ms. [redacted]. We did

have an arrangement to speak with her at a specified time on 11/11/15 as well

as 11/13/15 per her request in which we received no response. At this time we

would like to consider the matter closed. Regards,Renee

L[redacted]Customer

Service Director[redacted]

Review: We we bought a mattress from ashley furniture and started having problems with it.We called ashley furniture. They sent someone to look at our mattress and evaluate it.The person they sent said it was diffective and discontinued. We asked what the company planed to do about it they said to come in to the store so we could get a replacement. Our mattress has a 10 year warranty. The managrr of the store tried to tell us all he could do was give us a matteress that was 1/8 of the quality and price we paid.The manager said it was that mattress or nothing. So here we are 6 months later still trying to get this resolved. Started a complaint with the mattress company .they just tell us to call the store.We have s pretty ent more than $5000 in this store.I would think they would at least honor the warranty. I dont want anything except a mattress I can sleep on.Ive been sleeping on the floor for over six months.Desired Settlement: Replace ment of my matteress.Under my warranty

Business

Response:

Re: [redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted]’s original delivery occurred on 11/19/2012. On 06/25/2014 Mr. [redacted] had contacted our customer service department with a warranty claim for his mattress. On 7/12/2014 our service technician’s had determined that the mattress was defective and had authorized a replacement. On 7/14/2014 we had contacted Mr. [redacted] to advise that the original mattress purchased was now discontinued and was offered to reselect to a different model mattress of equal of lesser value as per company policy. On 7/17/2014 Mr. [redacted] had contacted the original location of purchase and was displeased with the mattress selection offered and had been re-explained the policy regarding a reselection via the store management team. There was no further correspondence with Mr. [redacted] until he filed his concerns with the Revdex.com. Our customer service management spoke with Mr. [redacted] on 03/11/2015 and provided alternative mattress collections that would meet his needs. Mr. [redacted] has since selected a new mattress which wasdelivered without issue on 3/18/2015. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Review: I purchased a new "Book Case"([redacted]) from "Ashley Furniture Homestore", Dec. **, 2013 to be delivered Jan *., due to snow storm was delivered Jan.7; as of this date not satisfied. The Book Case was put together incorrectly and was warped; had inspector from the company come by and he verified this Jan. **; they sent another Book Case Feb. ** and this one is just as bad as the other, warped as well. The [redacted] "[redacted]" said if this one wasn't up to standard they would pick up the Book Case and give me a full refund of my money - so far this has not happened, just promises. I do not want to miss days of work again for their mishap and appreciate if they solve this problem very soon. This has been a Horror story - just to buy a little Book Case! I have a NO USE BOOK CASE in the way and my money has not been Refunded. The Customer Service persons have been pleasant but the Product is definitely NO GOOD.Desired Settlement: Get this Book Case out my house immediately and Refund my money.

Business

Response:

Dear [redacted]

We are willing to pick up the bookcase that you are not satisfied with and process a refund. We will contact you by Monday, to arrange the return.

Thank you,

Review: I had called this locations customer service department to request my furniture be returned. I called every single day for one week. Most days waiting on hold for upwards of 45 minutes or more. I left a message on their general voicemail each day which stated that I would recieve a return phone call that same business day. By the time I got through to them it was outside of their 72 window for returns. I explained that I had been calling every single day and have the phone records to show this. They said they would do nothing. I had a manager attempt to call and said their was nothing he could say to me because nothing can be returned outside of that window of time. However, I explained that I had been calling since within the allotted time frame. I should have been able to return this product!Desired Settlement: I would like the furniture to be picked up and returned to the store. It has not been touched since it has been delivered.

Business

Response:

July 15, 2013 Revdex.com, Inc.Dispute Resolution Department4428 North 12th Street Phoenix, AZ 85014 Re: [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns. Ms. [redacted] original delivery occurred June 16, 2013. On June 26, 2013, Ms. [redacted] contacted our Customer Service department and said that she had called the store to let them know she did not want her furniture. We explained our return policy, which indicates a customer has 72 hours from the date of delivery to request a return with refund and because it had been 10 days since her delivery was received, we were not able to authorize a return.. Ms. [redacted] has also been contacted by our General Manager in [redacted] for any further questions. Regards, [redacted]Executive AssistantAshley Furniture Homestore6910 W. Bell Road, Suite BGlendale, AZ 85308

Consumer

Response:

I have reviewed the response 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.

I received a phone call from the store from the manager and have attempted to call back twice. On both occasions he is unreachable. Also, in regards to the dates listed I had been calling the customer service number since the 18th. Each day I would either be left on hold for upwards of 45 minutes and then eventually would be transferred to a general voicemail box. This voicemail stated to leave a message and I would receive a return phone call the same business day. I never received any returned phone call from anyone regarding any messages that I left. In turn had someone actually answered the phone or returned my messages then I WAS in the 72 return policy. They are at fault because they don't answer the phone!

Regards,

Business

Response:

July 30, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.

Ms. [redacted] original delivery occurred June 16, 2013. On June 26, 2013, Ms. [redacted] contacted our Customer Service department and said that she had called the store to let them know she did not want her furniture. We explained our return policy, which indicates a customer has 72 hours from the date of delivery to request a return with refund and because it had been 10 days since her delivery was received, we were not able to authorize a return. Ms. [redacted] has also been contacted by our General Manager in [redacted] for any further questions. His calls have gone unreturned and we have had no further contact from Ms. [redacted]. Our decision as a company remains unchanged.

Regards,

Executive Assistant

Ashley Furniture Homestore

6910 W. Bell Road, Suite B

Glendale, AZ 85308

Review: I purchased a couch and chair at [redacted] on [redacted] 5/9/2014

The couch was delivered 5/20/2014. The chair being offloaded was grey (not off-white with red lettering as we had seen in the store).

The crew said they delivered the stock # annotated on the paperwork

My wife went to the store, and the manager said he would not honor that price. My wife stated she would need a refund. The manager said the refund would take 2 days, but somehow she left the store without swiping her credit card, and no refund was processed.

When I found out about this, I called the salesperson, named **, on May 23, 2014 ** stated that he had seen the price on the chair, as I had for $225. He said he would talk to his manager and deliver it to our home.

Later, he sent a text msg and said that the manager could not sell the chair below cost, and that the $225 amount was "impossible"; he also stated that customers switch price tags all the time. They offered in writing to sell us the chair for $296.99 which I rejected because it was not the price on the chair. False advertising...bait and switch, etc. My wife again went to the store on May 28, 2014, and asked for a refund. They swiped the card, and said it would be 3-5 days. As of today, we still have no refund ($282.64 which includes tax and extended warranty)Desired Settlement: Most desired outcome: Deliver the chair as promised. If I cannot trust the prices on your ([redacted]'s) merchandise, I cannot trust any of your prices. Honor the price that ** the sales clerk, my wife, and myself all saw.

If not possible, we will accept a refund and promise to never, ever shop at [redacted] again.

Our hard-earned money has been in possession of [redacted] since May 9, yet I have no merchandise to show for it.

Business

Response:

June 13, 2014 BetterBusiness Bureau, Inc.DisputeResolution Department[redacted] Re:[redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. Mr. [redacted] has been contacted by our store management team to apologize for the miscommunication in pricing. He was contacted again on June 6, 2014 and has confirmed he has received his refund. We do regret that Mr. [redacted]’s experience was less than satisfactory. He has been provided a contact name and number for future concerns, should he choose to shop with us again. Regards,[redacted]Executive Assistant[redacted]Furniture Homestore[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My mom and I ordered the Lenoris leather power recliner couch and leather manual rocker recliner on 3/29/2014 from Ashley furniture in [redacted] AZ . Our delivery date is 4/19/2014. They delivered the couches on the date. However the love seat had a rip on the right side. I also noticed on the same side that there are some scratches and one spot looked like it was repaired by patching it up. So I took a picture and let the delivery guy know that and to return this love seat back to Ashley. He said that they cannot bring back the love seat because it is not in their policy. That I will need to call Ashley and they will call a technician to take a look. I insisted they take back the love seat because I did not purchase this as is. I purchased this brand new! But they still would not take it back. I called Ashley furniture to complain to customer service and was on hold. The delivery guys left but I also noticed on the power couch the middle back seat was loose so that is another problem. So finally instead my mom spoke with customer service and explained both issues. A technician will come by to take a look. A week later the technician came fixed the back seat but said that they will have to remove the leather from the love seat and replace it with a new one. My mother and I said that we don't want that we want a brand new love seat not something that is already damaged and you to remove the leather for a new one. That does not make any sense. The couches are expensive as it is and you delivered a damaged one!! So my mom spoke with customer service and the manager as well. We explained the situation the customer service representative stated why didn't we tell the delivery guy to bring back the damaged love seat but I explained to them that they said that was not their policy. So who is telling us the wrong information. The manager said that they will replace the love seat with a brand new one. We are so frustrated with this that we wanted to have a full refund. But they said that because it is passed 72 hrs that we cannot have a refund. That is ridiculous, we expressed our frustration, but we gave them a chance and said we will wait for the new one but we are not happy with this process at all. I can't believe they will not give us a full refund. So May 3rd they are suppose to deliver the new love seat. Well when they came to deliver it was the wrong couch!!! They had a different one so they took a picture of the love seat sku number, apologized and gave us a coupon, but we were already furious!! So we contacted customer service again and explained the situation. So on 5/9/2014 they will bring the correct order. It is 5/9/2014 and they delivered the love seat, I took a look at it as they un wrapped the love seat and found that there were no rips or scratches. They brought out the damaged love seat and brought in the new one. As they put the back seats on I doubled checked the around the love seat and when I sat down to check if the recliner was ok the right side was tilting to the far right and not straight back. The left side was ok but again the right side was not working properly. I told the delivery guy and he checked and he said that this one was missing a spring that is why when you recline it tilts to the right. So they decided to take off the spring from the damaged love seat and put it on the new love seat. We tried it and it is still broken. So I had to call customer service. I am to the point where this is beyond frustration it is completely erroneous this is by far the worst experience ever!! I complained to customer service I spoke with two different people. They even spoke with the delivery guy and what happened is that they will bring back the new love seat and put back the 1st love seat that was damaged in our living room. They took back the spring to put back on the already damaged love seat but was up set too because they had to move two heavy love seats out from the truck. They left in a hurry because they had other deliveries which I understand, but as soon as they left we have another problem with the love seat. The left side recliner does not close. Now that is another issue, so I called customer service again and spoke with a third representative and explained to her, I told her that I've had it with this company!! I demand that instead of the manual recliner love seat then we should get the power recliner love seat instead since there is obviously something wrong with the manual recliner love seats. I think that Ashley should compensate us by not having us pay the difference of the power recliner love seat since we had to go through all of the aggravation!! This is a complete mess, a hassle for customers as it is not our fault. It is completely Ashley furniture. I said if we had to pay the difference then we should definitely get a refund but the customer service said that we would still have to pay the difference, no refund, only to come to the store and re select a different couch of equal value and that is it. She says that because this is the second time they had to accomodate us that they will not do another time!!! UNBELIVABLE!!!! We did nothing wrong it is their products that are defected. They already debt it out the money we spent from my mom's credit card. And now they are saying that!!! I told her that this is the worst experience I have ever had, I wished I never bought anything from your company that people should never buy anything from your company. Had I known it would be like this I wished I bought from Mors or any other furniture place. This is horrible customer service, horrible company policy. No refunds, ridiculous!!!! Never in my life, this is just wrong.Desired Settlement: We want a full refund on this purchase. Money taken out from the credit card put back. And leave it at that. I will never again buy anything from Ashley furnitures. Terrible experience. Problem after another problem.

Business

Response:

Thank you for contacting Southwestern Furniture of [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’ concerns.Ms. [redacted] original delivery occurred on April 20, 2014. On the day of delivery, Ms. [redacted] reported tears on her sofa and loveseat. A service was scheduled for April 21, 2014 and the technician determined replacement parts should be ordered. Ms. [redacted] indicated she preferred to have her furniture replaced. We attempted to deliver Ms. [redacted]’ new furniture but unfortunately brought a sofa instead of a loveseat. Ms. [redacted]’ delivery was corrected and rescheduled. On May 9, 2014, we delivered Ms. [redacted]’ replacement loveseat which was damaged. Ms. De Los Reyes at that point was authorized for a reselection so that she could choose new merchandise. The delivery of her new merchandise occurred on May 16, 2014 without incident. We sincerely regret the failed delivery attempts and resulting inconvenience and hope that Ms. [redacted] can now enjoy her furniture. We will continue to follow up with Ms. [redacted] to ensure her satisfaction. She has been given a contact name and number for any further concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: PURCHASED A LOVE SEAT, WHEN I PICKED IT UP AT THE WAREHOUSE THE WORKER OPENED ONE END TO MAKE SURE IT WAS THE RIGHT ONE/ WHEN I GOT IT HOME AND OUT OF THE BOX I FOUND IT WAS NOT COMPLETELY STITCHED/ SO I CALLED THE STORE WHERE I GOT IT AND THEY TOLD ME I HAD TO CALL THE GLENDALE STORE WHICH I DID THEY WANTED TO CHARGE ME $39.99 TO HAVE SOMEONE COME OUT TO FIX IT.I TOLD THEM I JUST GOT IT LESS THEN TWO HOURS AGO/THEY SAID TO CALL THE STORE I GOT IT.I CALLLED THE STORE AND SPOKE TO [redacted] THE ASSIST. MANAGER SHE STATED SOMEONE WOULD BE OUT ON 10-31-2013 AND I WOULD GET A PHONE CALL ON 10-29-2013 TO SET UP A TIME FOR THE TECH ON THE 31ST. NO PHONE CALL TODAY SO I CALLED THE STORE TALKED TO [redacted] WHO STATED SHE DIDN'T TALK TO ME AND SAY THAT AND DIDN'T KNOW WHO OR WHEN THE WAREHOUSE WAS GOING TO CALL I TOLD HER I WAS GOING TO FILE A COMPLAINT AND THAT SHE HAD LIED TO ME.Desired Settlement: SOMEONE COMES AND DOES THE JOB CORRECTLY AND WITHIN A REASONABLE AMOUNT OF TIME

Business

Response:

November 4, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s picked up her furniture from our warehouse on October 16, 2013. On that date, she contacted the store where she purchased and reported the seam on her loveseat was coming apart and one of her dining chairs was unlevel. On October 17, 2013, Ms. [redacted] was contacted by our Customer Service department and a service appointment was scheduled for October 31, 2013.

On October 29, 2013, Ms. [redacted] was contacted by our auto-dialer program to confirm the service appointment and provide a timeframe in which the service would occur. Upon receiving confirmation from Ms. [redacted] that she did not receive the pre-call, she was contacted by our Corporate Customer Care department and her appointment time was reiterated.

On October 31, 2013, our service technician was able to make the necessary adjustments to Ms. [redacted]’s furniture and the service was confirmed as being complete. We regret any miscommunication regarding this matter and hope Ms. [redacted] is now able to enjoy her furniture.

Regards,

Executive Assistant

Ashley Furniture Homestore

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

THIS HAS BEEN TAKEN CARE OF.THE INFORMATION IN ASHLEYS RESPONSE IS IN CORRECT.BUT THE WORK WAS COMPLETED.THANK YOU FOR YOU HELP.

Review: On 5/28/13 I walked in to Ashleys to buy furniture, [redacted] was the sales person. [redacted] stated that I should purchase a warranty that cost about $300 dollars that would protect from anything except damage from pets. So I did. Not knowing at the time that the furniture comes with one year warranty from factory. I trusted [redacted]. He never showed me the actual warranty or coverage. But I purchased anyways. I waited two months for the furniture to arrive and in this time twice they resqueduled because of damaged of furniture in shipping. About a month in a half after they delivered the furniture to my house, I was cleaning one day and walked behind the sofa and noticed damage to the furniture. This is when I noticed the quality of the material was not compatible with what I saw at the store. I called a number [redacted] had given me with the paper work. [redacted] answered, by this time he already made his comition and was not as nice anymore. And when I asked for a manager he just ended the call. [redacted] stated to me that I had damaged the furniture and that the warranty would come out and denied any claim. I called management, I filed a complaint with corporate and a manager contacted me. They set up a visit from the warranty. As soon as he came over he started to make excuses on why the furniture was not covered, but that he would do a courtesy repair. Two minutes later he said he would not repair. At this point I asked him if he was licensed in Nevada to be in my house, to please show me some identification or give me paper work stating that he would not repair my furniture. He refused. At this point, I asked him to leave my house. The manager who I spoke to before [redacted], he would not answer my calls and [redacted] would not answer my calls. I dont know what to do to make ash leys take responsibility. I will be making payments for the next three years for some junk. And a warranty that no good. Just a scam from Ashleys furniture. Who do I go to? What do I do?

Product_Or_Service: LEATHER SOFAS ANSD WOOD TABLES

Order_Number: [redacted] AND [redacted]

Account_Number: [redacted] GMDesired Settlement: DesiredSettlementID: Refund

I would like the furniture repaired, warranty money returned "refunded". OR COME AND GET THE FURNITURE.

Business

Response:

October 1, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. P[redacted]’s original delivery occurred on July 6, 2013. On September 7, 2013, Mr. [redacted] reported damage to his reclining sectional and was scheduled for a service appointment for September 21, 2013.

Our service technician determined the damage was caused by the recliner being reclined into a wall, which is not covered under the terms of the manufacturer’s warranty. Unfortunately, our technician did not notate Mr. [redacted]’s dissatisfaction with the appointment. Upon learning of Mr. [redacted]’s concerns, he was immediately contacted by our Corporate Customer Care department and has been scheduled for a follow up service to repair the damage on October 5, 2013. Mr. [redacted] has also been contacted by our General Manager regarding his experience with his sales representative.

We will continue to work with Mr. [redacted] and follow up on his service appointment to confirm his satisfaction. He has been provided a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

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 was not informed that the furniture had one year manufacture warranty. And was lied to about the extra warranty purchased. What does the extra warranty cover? according to [redacted] it covered everything except pet damage. Like I said before maybe the sofa did touch the wall but not everything was from touching the wall. in adition the back of the sofa does not look like leather and is a very weak material not what I expected for spending $3400.00, When I asked the " tech " to show me identification and show me that he wwas licenced in nevada to do work in my house He refused. He first said He would do the repair and then said HE WOULD NOT DO THE REPAIR. ? AGAIN WHAT IS THE EXTRA WARRANY YOU BAMBUSLED ME INTO BUYING FOR?

AND WHAT DOES IT COVER?

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We purchased a dining room table, 8 chairs and a server that was supposed to be delivered on May 18 (5 weeks after we purchased it). We received a call two days before that date and were told they didnt have our product but we can not get our money back so we either wait (an unknown amount of time because they had no clue when we could be getting it or pick something else). We dont want anything else, we want what we paid $2100 for! After going round and round with corporate we went back into the location we purchased from and spoke to the manager, [redacted] looked into it, said it was the server holding it up but he could split the order so we got our table and chairs on June 1. We said ok, we would give them this second chance. Well, the phone call came in tonight Friday, May 31 the night before supposed delivery that they were cancelling our delivery so sorry! So here we are 7 weeks out from purchasing our furniture and we have no table for our family to eat at. We called the store and the woman said they would have a manager call us back tonight, but here we sit at 9pm and never received a call back.Desired Settlement: I either want the stuff that I paid money for delivered to my home ASAP or give me a refund of my money.

Business

Response:

June 8, 2013

Revdex.com, Inc.

Dispute Resolution Department

4428 North 12th Street

Phoenix, AZ 85014

Re: [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding [redacted]’s concerns.

[redacted] purchased their furniture on April 13, 2013 and were initially scheduled for delivery on May 18, 2013. The purchase was made under our Liquidation terms which state delivery could be delayed for 3-8 weeks. On May 16, 2013, [redacted] were contacted and advised there was a delay and the delivery had to be rescheduled.

[redacted] had to reschedule their delivery to June 1, 2013. On May 31, 2013, [redacted] were contacted and advised there was another delay and the delivery had to be rescheduled. This call was made in error and the June 1 delivery should not have been cancelled. [redacted] were contacted by our store management team and their delivery occurred on June 2, 2013.

We have confirmed the delivery was satisfactory and hope [redacted] are now able to enjoy the furniture. We sincerely regret the delay in delivery.

Regards,