Ashley Furniture Industries, Inc.

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [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. Each authorized Ashley...

dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Mr. [redacted]’s claim. If  Mr. [redacted] could reply to this email ([redacted]) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom he purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question. In the subject line we request his full name and Claim No 17691. Thank you. [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Hello,Thank youfor contacting Ashley Furniture Industries, Inc. We appreciate that you havenotified us regarding Ms. [redacted]’s concerns. We take these matters seriouslyand want to ensure the proper steps are followed so a resolution can be reachedin a timely manner. Ms. [redacted] submitted their warranty claim toAshley Furniture Industries, Inc. in August 2015. At which time [redacted]
[redacted] was hired to complete an inspection and repair the furniture. On October6th, [redacted] sent an email to Mr. [redacted] letting him know that if hehas further damage to please supply photos for review and the claim would bereopened. Unfortunately, nothing was received, therefore we had no reason tobelieve that everything was alright.  The [redacted]’smay contact [redacted] at ###-###-####, ext. [redacted] or email her at [redacted]. Atthe time of the call or email please provide Claim No [redacted].Sincerely,[redacted]
[redacted]AshleyFurniture Industries, Inc.[redacted]
[redacted]

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Mr. [redacted] purchased...

furniture from an authorized Ashley dealer, One Stop Bedrooms (also known as Payless Furniture Warehouse, in Elizabeth, NJ. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Mr. [redacted] should have received with his furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.” I took the liberty of forwarding the information provided by the Revdex.com to the Ashley Marketing Specialist in the New Jersey area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Mr. [redacted] to discuss his options. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Hello, We are very sorry Mr. [redacted] and Ashley Furniture Industries, Inc. had difficulties with receiving his information. I have contacted the Wisconsin Revdex.com and they were kind enough to provide the attachments. The information will be reviewed and someone will be in contact with Mr. [redacted] with a status update. Sincerely,[redacted]Ashley Furniture Industries, Inc.

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding the [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a...

timely
manner.
 The [redacted]’s purchased furniture from an Ashley
Furniture HomeStore in [redacted], **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Sugar
Land store, along with a request for them to investigate this matter further
and contact the [redacted]’s to discuss their options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
[redacted]

Ashley does not stand behind their warranty, they want to charge me for repairs even under the warranty.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10703132, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
The store has still not contacted me or resolved my issue .

Review: I ordered furniture from [redacted] online. A delivery was scheduled for 2/5/2016, and confirmed again by phone 2/4/2016. On the date of delivery, I missed a phone call from an unknown number (presumably [redacted]) by a few minutes. I tried to call back that number and another number on the [redacted] confirmation email, without success. I left a voicemail detailing the situation. I never heard back. I emailed the Customer Care Email ([redacted].com) at 2/5/16 5:46 PM with the following:

"Please see below that a delivery was scheduled for today for the sofa I purchased. The delivery was confirmed to me by phone yesterday within a window of 7-11 AM. I missed a call by a few minutes this morning, that left no voicemail. I called back that number and also the number in the email from [redacted] included below. I was unable to speak with anyone and waited 30+ minutes on hold. I eventually left a voicemail and have still not heard back in any capacity. This is completely unacceptable. I took the day off work for this delivery and am now very dissatisfied. I am curious to see how [redacted] is going to repair this situation for a returning customer."

Once again, I did not hear back.

The first time I received any communication was on 2/11/16 from [redacted] at the [redacted] store, who left me a voicemail saying I need to go in person to the nearest [redacted] store and pay a re-delivery fee of $[redacted]. I called her back and explained the situation, and she was unwilling to schedule a re-delivery without the charge, refund my money, or let me talk to a manager.

Right after my conversation with her, I called the [redacted] Customer Care Line again and finally reached someone. He promised that he would speak to his supervisor and get back to me via phone and by email. I did not receive any call, voicemail, or email from anyone, and I have not heard from [redacted] since.Desired Settlement: Delivery of order with my refunded original delivery charge ($[redacted]), and no additional $[redacted] charge.

Business

Response:

Hello, Thank you for contacting [redacted] We appreciate that you have notified us regarding Ms. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Ms. [redacted] purchased furniture from the [redacted] website, www.[redacted].com. All decisions are made by their customer care department. I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, along with a request for them to investigate this matter further and contact Ms. [redacted] to discuss her options. If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####. Sincerely, [redacted] Consumer Affairs Representative Tell us why here...

Review: A little over three years ago I purchased an Ashley Furniture Durablend sectional couch/loveseat. About 8 months ago, I noticed little black specs all over my clothing after sitting on the couch. I inspected the loveseat and discovered that the Durablend leather was peeling off in numerous areas. I proceeded to contact Ashley Furniture through their generic claim process and received several generic emails that basically stated that the defective Durablend loveseat wasn't their problem and for me to contact the store I purchased from. After several back and forth emails explaining that Ashley Furniture produced the couch and not the dealer, I contacted the dealer and explained the situation.

The dealer explained that the company always puts problems back on the dealer for some reason. He said that he would contact the company rep. to see if anything could be done. I contacted the dealer again a month later and was told that the couch model was out of production and I couldn't get another one if allowed to. He said that he would try to get the material to have his local upholstery shop redo the peeling recliner. I contacted the dealer several times but he hasn't been able to get the material for me. Now, I have a $2,000 eyesore in my living room that no one will do anything about.

After some research, I have discovered that numerous complaints and issues have been made with these Ashley Furniture Durablend couches.Desired Settlement: I want the $2000 "eyesore" in my living room replaced or my money refunded for this defective junk that Ashley Furniture sales to unknowing customers.

Business

Response:

Hello,Thank you

for contacting Ashley Furniture Industries, Inc. We appreciate that you have

notified us regarding Mr. [redacted]’s concerns. We take these matters seriously

and want to ensure the proper steps are followed so a resolution can be reached

in a timely manner.Mr. [redacted] purchased

furniture from an authorized Ashley dealer, [redacted], in [redacted]. Ashley

dealers are independently owned and operated and are responsible for processing

warranty claims at the retail level. It states in the Claim Procedure section

of the warranty booklet Mr. [redacted] should have received with his furniture,

“If a problem should arise which you feel is covered by our Limited Warranties,

contact the Ashley Furniture Industries, Inc. authorized retailer from whom you

purchased your furniture.” I took the liberty of

forwarding the information provided by the Revdex.com to the Ashley Marketing

Specialist in the [redacted] area. The Marketing Specialist will assist store

management with this claim and will instruct them to contact Mr. [redacted] to discuss his options.If you have

additional questions or concerns, please do not hesitate to call me. My

telephone number is ###-###-####, ext. [redacted].Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs RepresentativeTell us why here...

Business

Response:

Depending on the amount of attachments being sent, it may have not gone through. The email may need to be broke down into several emails if attachments are being sent. The email address is correct. [redacted]a secondary address is [redacted] Sincerely, [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I sent seven pictures of the Durablend Love seat along with the requested serial number and model number. As of today, I haven't been contacted by the dealer or a rep. to discuss this matter. I am awaiting contact to discuss the problem in detail.

Regards,

Review: Furniture purchased on September 1, 2014 will not be delivered to me by Ashely Furniture store!

My husband and I purchased a dining room set on September 1, 2014 at the Ashely Store in [redacted] (a Krinden Midtone Dining Table w 6 chairs, SKU163-104-2 and 163-104-3 via Invoice #[redacted]). The total purchase of $1,433.06 including delivery charges was paid by credit card in the amount of $1055.06 with the remainder of $378 being financed with other items we purchased at [redacted]. We were told that due to their recent high sales activity, they could not deliver our purchase until a later date as they were out of stock! As we live in [redacted] and had to return there on September 7, we asked that the delivery be made the first week of October when one of us would be returning. As Ashley Furniture works with [redacted] to deliver furniture, we were told this product would be delivered with the products we purchased from [redacted] then. When I returned to Florida on September 30, I received a call regarding the delivery and was informed that the dining room set was not to be delivered as it was not on the order! After numerous calls to both stores and being given the run around, I was told by a representative at [redacted]) that she was able to get the dining room set scheduled for delivery on Friday (October 3) on a separate truck. I would then be having two deliveries that day-one for the purchases made at [redacted] and one for the dining room set purchased at Ashley Furniture. I was told by [redacted] I would receive a call on Friday giving me a two-hour time frame to expect the trucks. The first truck showed up in the morning containing the [redacted] purchases; the leather couch they delivered was torn and they had to return it to the store and I am to receive another one this upcoming week, but that is another story! When discussing the torn furniture with the Customer Service department at [redacted], I asked when to see the second truck. I was told that it was scheduled for later that day. My husband called Customer Service to see what "later that day" meant. After the representative pulled up our invoice, my husband was told the shipment was on the evening route via the "B" truck and the dining room set would be delivered between 5:30 pm and midnight. He was told that I should receive a call between 3 and 5 pm to give me a shorter window of delivery. At 4:55, I had not received a call and my husband called the Customer Service department. At that time, he was told by the Supervisor of the Customer Service department that the dining room set was not going to be delivered since "the guy that determines what goes on the delivery truck ([redacted]) made a mistake" and did not put the dining room set on the truck! She then told my husband that our dining room set would not be delivered until the following Thursday (October 9). We purchased the furniture on September 1 and due to their inefficiencies and errors, we have yet to see our furniture! We have then spoken with many other representatives of both stores (Kathryn Chappell, the sales person that sold us the items at Ashley Furniture, [redacted] Larose the General Manager at Ashley Furniture and numerous Customer Service representatives. ALL OF THEM HAVE BEEN CURT AND HAVE REFUSED TO DO ANYTHING TO HELP US OUT! WE ARE TOLD THAT BECAUSE WE LIVE IN THE ZIP CODE 33981, THE EARLIEST WE CAN GET A DELIVERY IS OCTOBER 9, yet [redacted] which is nearby can receive deliveries 7 days a week! I need to leave for [redacted] right after October 9! What if I don't get the delivery and is it fair that this hardship is placed on me? This purchase was paid for on September 1; they have taken our money and will not deliver the product! Is this type of practice legal? Please note that this home has to be ready by the day I leave! On a final note, please note that the only person who has listened to our dilemma and tried to help us out is RDesired Settlement: I want the dining room set to be delivered AT THE BEGINNING OF THIS WEEK and before October 9 in perfect condition! I would prefer that delivery be made on Monday, October 6 so that I can receive the product I paid for on September 1! I know the dining room set is in stock and that it is sitting in [redacted] as I have been told this by various representatives of both stores! I would like a telephone call from a manager of Ashely Furniture stores confirming the agreeable delivery date.

Business

Response:

Hello,

Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [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.

Ms. [redacted] purchased

furniture from an Ashley Furniture HomeStore in [redacted]. Ashley

Furniture HomeStores and authorized dealers are independently owned and operated.

All delivery schedules are made by the store that sold the product in question.

I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Fort

Myers store, along with a request for them to investigate this matter further

and contact Ms. [redacted] to discuss her options.

If you have additional questions or concerns,

please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].

Sincerely,

Business

Response:

Hello,We are very sorry that Ms. [redacted] has chose to not accept my response to her Revdex.com claim. Since the stores are independently owned and operated, Ashley Furniture Industries, Inc. and each of the stores computers systems are not linked, therefore we request the consumer contact the store or their customer care department for further assistance. We highly recommend that Ms. [redacted] contact the [redacted] HomeStore Customer Care department at ###-###-#### for further assistance with her concerns. Sincerely,[redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

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 in script.). Please understand the facts: Complaint was made against the [redacted] HomeStore in OctoberComplaint was forwarded to the Wisconsin office's of Ashley Furniture by Revdex.com per Ashley Furniture Store's request.I was told to take up matters with the [redacted] HomeStore by the Wisconsin office of Ashley Furniture (Ms. [redacted])I communicated with the Revdex.com in Wisconsin and a rep told me to resubmit my complaint against the Florida store again and that he would send it back to the Florida Revdex.com if it came back to the Wisconsin Revdex.com.For some unknown reason, the rep never saw that the complaint came back to the Wisconsin Revdex.com and the complaint went back into the hands of Ms. [redacted] again.As you can see by Ms. [redacted]'s response, the Wisconsin offices will have nothing to do with this matter and it has to be taken up with the [redacted] Store. If you review my complaint in full, you will understand my experience with the [redacted] store and why I had to involve the Florida Revdex.com.Will someone please help me at the Florida Revdex.com so that we can put this issue to bed? I do not understand why the [redacted] will not handle this matter. Please be so kind as to contact me. If it is easier, I can be contacted via telephone at ###-###-####.

Review: I purchased a leather recliner that was sold as "leather" that is now chipping off like paint would chip off a wall and a leather sofa that is having the back separate from the seat so that you sink into the space between the two when you sit down. When I try to call the store ([redacted]) where I purchased the furniture (###-###-####) the number doesn't work. When I call their [redacted] number that they provide on their website at ###-###-####, I iget a fast-busy. I simply need them to honor the warranty as it is explained on their website... but they tell me in order to resolve my issue I have to contact phone numbers that don't work.Desired Settlement: They need to honor thier warranty and either repair or replace the problem with the sofa and recliner

Business

Response:

Hello,Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Mr. [redacted]’s concerns. We take these matters seriously and want to

ensure the proper steps are followed so a resolution can be reached in a timely

manner. Mr. [redacted] purchased furniture from an Ashley

Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized

dealers are independently owned and operated. All decisions are made by the

store that sold the product in question. I took the liberty of

forwarding the information provided by the Revdex.com to the corporate office for the Massassas

store, along with a request for them to investigate this matter further and

contact Mr. Newfeldto discuss his options. If you have additional questions or concerns,

please consider contacting the Manassas HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Ashley

Furniture Industries, Inc.Consumer

Affairs Representative

The company hides behind its "dealer network" who hide behind the "delivery service". Each implies it is independent of the others. Long story short, product and service are complete garbage. I spent $4,000 on furniture that still hasn't shown up. Very disappointing. Will not shop here again and will make sure everyone I know knows not to shop here.

Review: Sofa

Seriel # [redacted]

M.O. #MAOYQ8O

Loveseat

Seriel #[redacted]

M.O.#[redacted]

These 2 pieces of furniture are peeling excessively to the point that they are unusable because the brown 'leather' is flaking off of the furniture. This furniture was sold as 'leather'

and is peeling and pieces of it are everywhere. It has worn down to just the fabric underneath. I have sent them the original receipt copy and pictures of the defective furniture.

I have emailed consumer affairs ([redacted]) and [redacted] has emailed me back promising that I will hear from the 'marketing specialist' within 21 business days. She has promised that twice and we are now at over 30 days. They say the material is 'out of warranty' but offer absolutely NO suggestions, or repair offers for their product. No one spends this kind of money to have the furniture last less than 4 years. This is just ridiculous.Desired Settlement: I would like to have the furniture replaced or repaired.

Business

Response:

Hello,

Review: On April 25, 2015 my wife and I purchased approximately $6,000 of merchadise from Ashely's Furniture located on [redacted] in [redacted]. We scheduled the deliver of these items to match our move in date for our new apartment of June 12th. However, a few days before June 12th we were informed that several of our items were on back order and we would not receive them for at least 2 weeks. At which point I visited the store and spoke with the manaer (Ethel). Our items were evenually scheduled to be delivered in the next 7-10 days. However when delivered the items were damaged and had to be sent back. They atttempted to redeliver the items two weeks later and again the items were damaged. Another week later they attempted to deliver the final items but they did not have several pieces for one of the beds we ordered and we are still waiting to receive our items now. I was alos informed by corporate that I would have to install the items mysefl.Desired Settlement: I would like to receive all of my items and have them installed as agreed upon. I would also like to be refunded some amount for my inconvenience. Ashley's agreed to reimburse us for the delivery fee but we have not received anything to date.

Business

Response:

Hello,

Review: I purchased two Ashley Furniture couches in 2012 with a warranty. Two years later, one of the couches started tearing. I called the warranty company and they gave me the run-around. The store where I purchased the furniture wouldn't help either. My husband and I called and called and it dragged out for two years and the couches were deteriorating little by little. Then I decided to call Ashley Furniture. I told them what happened AND sent pictures. They tried to offer me $250.00, then $450.00 and as of last week $800.00. I told them I would get back to them. I am upset because I bought these leather couches for $1299.00 and they are not leather at all. Leather does not peel and tear like this furniture did. Ashley also told me that they manufacture the furniture except for the material. They also wouldn't give me the name of the company that made this shoddy material .Desired Settlement: All I want is my money back. Leather should not peel like this and Ashley Furniture should stand by their product. I they can go from $200-$400-$800 as compensation, then they can refund my money.

Business

Response:

Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Ms. [redacted] provided information to Ashley Furniture Industries, Inc. in April 2016. On May 12, 2015 an email was sent to her explaining that it was unfortunate the store is no longer an authorized Ashley dealer and will not be able to assist her with her claim. It was noted that Ms. [redacted] purchased in March 2012, therefore her manufacturer’s warranty technically expired in March 2013. Ashley Furniture Industries, Inc. technically does not have any type of obligation to assist beyond the manufacturer’s warranty period. However, as an exception to the manufacturer’s warranty, Ashley Furniture Industries, Inc. offered Ms. [redacted] compensation for her inconvenience of the product. Ashley has taken into consideration the length of time the product has been within the home as well as the factory base price. Ms. [redacted] would receive the compensation in the form of a check. On May 12, 2016 - Ashley offered Ms. [redacted] $250.00 to keep the 2220094 and 2220089 with a signed Release & Agreement,May 13, 2016 - Ms. [redacted] called Ashley stating she did not feel the offered compensation was enough. May 16, 2016 - an email was sent to Ms. [redacted] offering her $450.00 with the reminder that she has had the furniture within her home since 2012. May 23, 2016 - Ms. [redacted] called Ashley requesting her full purchase price be refunded, it was explained that a full refund could not be offered as we are unable to refund the purchase prices and another reminder that she has had the product within her home since 2012. During the conversation Ms. [redacted]’s tone of voice was getting very loud, it was explained that Ashley could offer her $800.00, at this time she requested an email be sent so she could discuss this with her husband. We have not heard back from her since May 23rd. June 3, 2016 - Ashley receives a claim from the Revdex.com. The offer of $800.00 stands as we are already going above and beyond the manufacturer’s warranty. In regards to any extended policy the store sold to you, some retailers offer protection plans or additional plans, which are either through their store or third party companies. Ashley Furniture Industries, Inc. is not liable for any of these types of plans. If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. 128144. Sincerely, [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: When they delivered my item, it was damaged. Immediately I called and told them the problem. The lady that I spoke to told me that there would be someone to come out and fix it. I told her that was fine but there's no way they could fix the cut in the couch without me seeing the stitch. She told me that there is no way that I could get another couch and if I did how did I know that it wouldn't be delivered in the same way. So I told her that means she is saying that Ashley furniture delivers damaged products. We got the technician to come out. The technician basically told me what I already knew. He couldn't repair it without it looking like Frankenstein in his own words. He said someone would be getting in contact with me in a couple of days. No one ever did until a week later. They asked me and told me through email my delivery was scheduled for the next week. That day came no one ever came. So I called and of course it took almost an hour to get ahold of someone. I asked them what was going with my delivery, she told me my delivery got canceled. I asked why she said because they couldn't fit it on the delivery truck. I asked her how come I wasn't notified about this she apologized and that was it. She said she was going to send me a giftcard. So we rescheduled it. For today they gave me a time 11:30-2:30 and right now it's 4:07 no one has called to say they were gonna be late with delivery. We called ashley earlier they said they were still coming we have been waiting and nothing. We are trying to call Ashley again. This is bad customer service and I will pay my furniture off and I will never deal with Ashley again. I'm sure if I was late on payment they would be calling me everyday! I'm dissatisfied and not happy and will not recommend Ashley to anyone in the future.Desired Settlement: My desired outcome would be for me to never deal with this kind of business again!

Business

Response:

Hello,

I purchased a sofa and loveseat from Ashley Furniture in September of 2012. I also purchased a "protection plan" at the same time. The furniture was delivered the end of October. The frame on the sofa and the loveseat broke less than a month after it was delivered. I knew I was going to be moving, so I waited until after I moved to have the furniture repaired. I called Ashley after I moved and was told they would NOT cover the repair because I had moved the furniture! I was not told about this policy at the time of purchase or I would not have waited to have it repaired. They said to call Montage, the furniture warranty company (to whom I paid $250 to cover my furniture!. Montage denied my claim because the frame breakage occurred more than 5 days before I reported the damage! I called Ashley again. They said there is nothing they can do!! I am MAD! I paid cash money for this furniture. It broke within a month. No one is willing to take care of the furniture. I filed an appeal with Montage and asked to speak with supervisors. No one is willing to repair the furniture that obviously has a weak frame!

Review: We had an approximately $8,000 order from Ashley Furniture in [redacted] we got a call on or around July 9th that our order was ready to be delivered and we scheduled the delivery for Saturday July 12th. We got a call on July 11th to confirm delivery and let us know we would be the 3rd stop Saturday morning. Saturday morning the delivery people show up and they only have the mattresses we ordered but not the bases for them. We were never informed we would not get the entire order. So they bring the mattresses in and lay them in the floor and seem to think that is perfectly acceptable for $5300 mattresses.

So ALL DAY we are trying to figure out where our bases are between the warehouse and the store and are given the run around and told 18 different things

1. we were told they were on a different truck and would be delivered

2. We were told they were in Amarillo

3. WE were told they were in Abilene and it would be Thursday before they could be delivered....UNACCEPTABLE

4. We were told by [redacted] at the warehouse at 8pm on Saturday night that our bases were in the Warehouse and would be the first delivery Monday morning which is what we finally agreed to.

So it is now Monday at 11:15am and I am more frustrated today than I was Saturday. I am not a big fan of being lied to and I have been flat out lied to today. We started calling the warehouse at 8am this morning. I spoke with a very nice girl on the phone and she looked in the system and didn't even see us on the schedule for today and said she would have [redacted] call us back. [redacted] never did so we called back at 9am and spoke with [redacted] and she stated that they were loading the truck as we spoke and would be to our house within the next 30-45 minutes.

So 1 hour goes by and I call the Ashley store and speak with [redacted] who was very sweet. She puts me on hold and comes back and tells me that they are on their way to my house right then.

[redacted] is not a big place so we wait 45 minutes and have still no heard from them and I call back....again [redacted] is very sweet but then a very rude woman who stated she was a manager named [redacted] gets on the phone and basically tells me to deal with it and that they don't give out specific times for delivery. At this point I tell her they better be here soon or my next stop will be in the store to find out what is going on.

[redacted] did just call me back and say they had left the store and were on the way here which was not true.

We just got our 20-30 minute courtesy call 25 minutes after we were told they had already left the store and the delivery drivers said they had just left the store. So it does look like we will have the other 1/2 of our bed today and finally not be sleeping on our couch recliners.

We still have no resolution on this and at this point my wife and I have missed a total of 8 hours of work and it looks like my wife is going to miss an entire day of work because of the inefficiencies of this company! THIS IS UNACCEPTABLE and I want something done about it. [redacted] was horrible to deal with and lied every time we spoke with her. I do not appreciate being lied to....I understand that things happen sometimes but we were never given a straight answer and NO ONE was proactive about the situation.

None of this would have been a big deal had someone let us know there was an error and our furniture wouldn't be delivered because we would have kept our waterbed up and just kept sleeping on it. We were very clear with the sales people and the guy who called to confirm delivery that we needed the WHOLE order because we had to drain our bed and get it out of the room.

I should also mention that between my wife and I over the last few years we have had 3 separate orders and had delivery/customer services issues EVERY time.Desired Settlement: First off there is no way we should have to pay the $99 delivery fee and it should be refunded to our account.

2nd I want and honest explanation of what happened with our order because from our end there were several people that dropped the ball and to be honest the only people who even treated us professional were at your store and were Lauren and [redacted] and they were both super sweet and did everything they could.

3rd I believe that we should be given some sort of compensation or store credit for our time because getting furniture delivered should not be this stressful or time consuming. We spent from 8am-8pm on Saturday dealing with this and from 8am-noon today dealing with it. Nevermind that we have been sleeping on a recliner for 3 days because we have no bed! And we have had to miss work!

Business

Response:

Hello,

Review: I bought a 6 piece durablend sectional sofa, it says on the product description that it is VERY durable...hence the name, However it is not holding up at all....I bought it on 2/27/12 and it is peeling everywhere! really awful, I have called ashley, my furniture store said theres nothing they can but contact a Rep from ashley, and no one has contacted me in this matter, ....its defective.... this material is suppose to be strong, not peeling it says so on the tags that came with sofa, and yes I still have Tags On the sofa. I have pictures I can send....the furniture store ([redacted])has been very helpful from where I purchased, I can't seem to get a outcome...because we need the Ashley Rep to help.Desired Settlement: I would just like a replacement ......if I could I would rather get a non-durablend sectional, I have many pieces from Ashley I have always been pleased, however, this set is very awful....I worked very hard to purchase this set, I cannot just go buy another.

Business

Response:

Hello,

Review: After ordering a product that was on sale, the salesman informed me that delivery to the store would take about 3 weeks and it is still not here.

I went to Ashley Furniture to purchase my first sofa. Upon finding the sofa I desired, the salesman talked me into getting the extended warranty. After completing my purchase, the salesman informed me it would take 3 weeks for the reclining sofa to be delivered to the store. After 3 weeks, I was called to be informed that the sofa was on back order. I visited the store today and was told that they have a "no refunds, no cancellations" policy. I then spoke to the [redacted] who informed me that he would work on getting my order cancelled but he couldn't authorize at the store level. He also stated he would call me later. Granted he did just call me at 9:30pm, I still feel as if he forgot about it.Desired Settlement: I just want my order cancelled and my money returned to me. I do not have the product in my possession and since there is such a high demand, I do not see why it is such a problem for them to return my money and give the couch to the next person in line. Having a "No Refund, No Cancellation" policy at a retail establishment is the most ridiculous thing I've ever had to deal with in my life.

Business

Response:

Hello,