Ashley Furniture Industries, Inc.

My experience with my furniture purchase at Ashley has been HORRIBLE! My sales person made it seem like even after delivery if there were issues they could be resolved and that she would help. I was never told there were no refunds and although I made my furniture work and fit, it was still handled very rude from one of their managers. Now my Furniture (Sectional and Dining table with 4 chairs and a bench) were scheduled for delivery a little further out because I had to wait for them to have a part of the couch in stock. So I waited and explained that the date they set up for delivery (Sunday 8-16-15), I would not be available but they just said to have a family member their to sign and if there were any problems after, that they would take care of it. My family member signed off on the delivery while I was not home and when I was on my way home I received a call from Ashley Furniture stating they did not deliver 2 dining chairs or the bench due to damages and that I would have to wait until mid Sept because they were on backorder. When I got home, I noticed that they did deliver the 4 chairs and not 2 but that they had not delivered my bench and the dining table had a large dime sized chip on top of it. I called the store and they explained they were sorry and they thought everything was delivered. I also got throw pillows that I did even know came with the sectional set. ??? I explained about the bench and they said it would deliver around the 23rd of this month and that they were going to send a repair man to as the issue on the dining table before anything could be exchanged. I specified I did not want him to try to fix that, it was a brand new table and I felt as though I should just have it exchanged. I ended up cancelling 2 work meetings in my house because I was missing the total amount of seating I thought I would have so after I explain my issues to a manager that seemed annoyed to even talk to me, she stated that she would send me a 200 gift card in the mail to make up for the delivery fee. When I got the card in the mail, it was for Ashley Furniture purchases and it states I have to spend $1000 in order to use it. I have already spent $4000 and still don't have a bench or table exchanged??? So I finally call back to question the gift card and was eventually told a repair man had tried to go to my home the day before?!? WHAT?!? Nobody has called me and I work during the week? Now I was told that I needed to call corporate to reschedule the apt for the repairman? So I call corporate and speak with Kenya who states that it looks like everything has been delivered. After I tell her that is incorrect she finds somewhere in the notes that I did not get a bench or 2 chairs. I explained that I got the chairs (All 4) but I did NOT receive the bench. She stated she was going to contact the warehouse and tell them that I got all of the chairs. She said the bench was available as of 8-20-15 and set it up for delivery on Monday 8-24-15, I told her I would be home ALLLLL day to avoid anything going wrong. Then I complained about the table and explained everything I was being put through and that I wanted it exchanged or refunded. She put me on hold and came back and said her supervisor approved the table to be exchanged. I then asked her how soon the table could be exchanged and she said she would look into it and call me back the same day. This was yesterday ,8-20-15 and she never called me back. So today I called her again and spoke with someone else that stated she just got in so she couldn't help me. So the lady I spoke with looked up my account to then tell me she could have the table exchanged on 8-24-15. SO I told her, "great the same day as the bench is being delivered?" And she said , "I don't have a bench scheduled here for delivery" !!!! I then asked for her supervisor because at this point I don't understand if this is a joke? So a supervisor gets on the phone and tells me the notes don't make sense and that she does not see a bench here at all. I explained that someone in her office (Kenya) scheduled it to be delivered to my house the day before. She apologized and said she was going to look into it and call me back. An hour later, Kenya calls me back to schedule the delivery of the exchange on the 27th when I was already told it could be delivered on the 24th, WITH MY BENCH! I asked her if she spoke with her supervisor (SuAnn) and she stated no. I then told her I talked to her supervisor about an hour before because they are stating the bench you told me would be delivered on Monday is not even showing up. She said all she remembers was telling the warehouse to not deliver the extra chairs??? Oh my God I lost it. For the Love of God, I just need my BENCH AND TABLE EXCHANGED!!!! ITS NOT THAT DIFFICULT! I think all of my furniture that I purchased from Ashley furniture is beautiful and I love it but if I could return it ALL I would only because of what I have had to deal with after the delivery. This is crazy. Its a joke and is HORRIBLE customer service. Nobody has called me since Sunday except Kenya about 30 minutes ago who was still clueless as to what is going on. I will never recommend them to anybody. I don't ever want anybody to deal with this drama.

I PURCHASED A SOFA, AND A RECLINER, FROM HH GREGG, HAD A PROBLEM, CALL FOR TECH TO COME LOOK AND THE TECH TOLD ME, THE RESISTANCE WAS GONE, DO NOT KNOW WHY, BUT THE REPORT THE TECH TURNED IN, WAS TOTALLY DIFFERENT, CUSTOMER WAS AT FAULT , WE DO NOT HARDLY SIT ON THIS COUCH, NOW HAVE ANOTHER PROBLEM, THERE IS SAWDUST, ALL UNDER THE COUCH, DO NOT KNOW HOW THAT HAPPEN, AND TO ADD TO THAT THE COUCH IS DROPPING LTTLE BLACK SPOTS, AND THEY WANT ME TO TAKE PICTURES AND SEND THE PICTURES TO THEM, THIS COUCH IS NOT A YEAR OLD YET, PASS THE WORD DO NOT BUY NO ASHLEY FURNITURE PERIOD, IF ANYTHING HAPPENS TO THE FURITURE IT IS ON THE CUSTOMER, ASHLEY DOES NOT TAKE ANY RESPONSIBLES.
ASHLEY FURNITURE LOVES TO LIE TO THEIR CUSTOMERS!

the customer service at the store is great when purchasing my items but when it comes to delivery. it's horrible. I ordered a mattress, couch and love seat that was supposed to be delivered within 3-4 weeks. at the third week mark I call just to get an update and i'm told that they are waiting for my love seat to come in and that it wouldn't be there until the week of Dec 18 which would put my order 5 weeks out at that point. so I ask if my mattress could be delivered sooner because I was sleeping on an air mattress which was killing my back. the customer service rep set up for delivery to be that following Wed which would have been Nov 10. the morning before they called to let me know what time the delivery would be there. then that afternoon they called to tell me that my mattress was damaged while loading it in the truck and that they couldn't deliver it. so I had to wait for them to order a new one and then send that down and that someone from the store would call me later that day to give me the new date and time. did I get a call, no. at this point i'm pissed. not only did I not get a courtesy call to let me know it would be longer than 4 weeks but when I called later that afternoon on Nov 9 to find out when it would be delivered I kept getting the run around. when I asked to speak to a manager the young lady told me a manager wouldn't be in until that thursday. when I told her that was unacceptable she told me she would look into my order and call me back. did she? no. so I go to the store and low and behold, a manager is working. now i'm extremely mad because she lied to me. the manager looked my info up and told me that my mattress would not be shipped to the store until Dec. 15. it is Now Dec 16, I called to check on my status and my delivery will not make it to the store until this weekend and they won't be able to deliver my stuff until Dec. 24. I have a brand new house that i've not been able to live in because I don't have a bed to sleep in because of the crap i've had to deal with from the delivery department. at this point by the time I get my stuff it will be a month that i've not been able to live in my home AND it will be 6 weeks total that i've been waiting on my stuff.

Review: I purchased a sectional couch from Ashley Home Furniture located in [redacted] in November of 2014. The couch was delivered in late November, and by January of 2015 it was clear that the loveseat sofa of the sectional was sagging in the middle. By March/April the sofa completely sunk in, and when we finally turned the sofa over it was revealed that the main wooden support beam was broken in half. This was not caused just by sitting, this is a manufacture defect as the piece of wood was already fractured when it was first delivered. I called ASHLEY'S DAMAGE AND REPAIR in the beginning of April, citing that the sofa was broken due to a manufacture defect. After a month of emailing and scheduling someone from Ashley's damage and repair finally came to look at the sofa at the end of May. He was at my home for a total of 5 minutes, and looked at the damaged sofa for a total of 30 seconds. I didn't hear anything from the company after this technician came to my home so I emailed Ashley's damage and repair at the beginning of July to no response from the company. At the end of July, frustrated with the lack of response, I called damage and repair again, and was told that my ticket was closed. I explained to the representative that I was never notified about this and that I would like the ticket reopened. The customer service representative told me she would pass it on to the manager and that I should be called within a week. Another week passed with no call, so I decided to call again only to be told that my ticket had been closed and that the technician determined that this was a customer inflicted damage and not a manufacture defect. I asked to speak to a manager and was refused, so I am left with a defected sofa and Ashley furniture won't accept any of the blame. I then called corporate who transferred me to (301)782-3800. I spoke with Angela about the issue, and she told me that in order to have my couch fixed that I would have to have another technician sent out to assess the damages, and that I would have to pay for it. I am noticing a pattern in poor customer service, I am weary of having to pay for a second technician to come out when I know that the furniture company isn't willing to admit that it sells damaged goods, and he will probably report that it is a customer defect also. I would be shocked if they actually admitted that manufacture defects happen, as other reviews report similar feedback. The customer service is absolutely dreadful and they are swindling customers so they don't have to replace damaged goods. After visiting their Facebook page, Revdex.com page, and other complaint websites it is clear that this is their tactic, as all the feedback was similar to my own experience.Desired Settlement: I would just like my sofa replaced, in a timely and professional matter. I know that this is a manufacture problem, not a customer induced issue, and I would like for the company to responsibly accept that they are selling broken furniture. I don't think I should I have to pay for a second technician to come and look at the piece, this should be on the company's behalf.

Business

Response:

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding Ms. [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. Ms. [redacted] purchased furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are madeby the store that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the FallsChurch store, along with a request for them to investigate this matter furtherand contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,please consider contacting the Falls Church HomeStore Customer Care departmentat ###-###-####.Sincerely,TammyK[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Consumer

Response:

Review: discoloring of leather within 10 months of purchase, warrenty company said it was normal wear which it was used very little, the frame was already sagging and separatingDesired Settlement: repair or replacment

Business

Response:

Hello,

We originally purchased a bedroom set for my daughter in June 2013. We were given 3 different delivery dates and wasnt notified of the changes until I called the store and questioned the delivery time the day of the delivery date that was shared with me when I signed the contract. It was a hassle to get a committed/set delivery date but after speaking to the store manager and advising that I would report this experience, it was resolved. Dec 2013, the same bed broke at the headboard so my daughter is not able to sleep in it. I followed procedure by loading a pic of the defect and sent to customer service. I left several messages with [redacted] and received no response, and after speaking to 3 different customer service reps each told me they could not find or retrieve my pictures - I was asked to resend for a 3rd time. My overall experience was very frustrating from beginning to end with such a simple purchase and I will never buy another piece of furniture or recommend Ashley to any of my relatives, peers, or friends. It seems to be common business practice, the staff seemed very familiar with my issues as if the frequency was common and apparently an accepted culture.

DO NOT BUY HERE. Damaged our home and furniture. Furniture is not real wood. Horrible customer service has not fixed problem for over 1 month now.

I bought the most expensive set of bedroom and living room furniture they sell for $9,000 only to find out it's not even real wood! The items were delivered with finish flaking off and bubbling. Under it is some sort of crappy resin or plastic, not wood like they tell you in the store. Under the finish is white material.

The delivery was finally made to our new house by a contracted company, not Ashley's, after waiting 2 weeks. They put a hole in our wall, scratches on the walls, black marks all up the carpeted stairs, broke the entry door hydraulic, put a hole threw the back of the dresser and scratched 2 other pieces of furniture. This is my new house I just bought and they have no respect!

That was 1 month ago and our home is still damaged and furniture is still unacceptable. This company is so layered they can't figure out how to fix my order or the damages to my home! We've talked to sales reps, customer service agents, technicians and even managers with no luck on getting someone to my home to access the damage and the defective junk we were delivered. The only thing that's been done to fix my order is they sent another contracted delivery company out to replace the dresser that was broken on the first delivery only to have these guys put another scrape on the foot board of our bed and ruin it now too! They also did not replace the mirror and the finish on the mirror is a lighter shade of brown than the new dresser they brought so it doesn't match now. Today (Monday) I got a call for an appointment for a technician to come inspect the furniture this Thursday. Another 4 days when it is convenient for them! Why not take care of your customer's right away Ashley? Your sales team was available 24/7 to sell me but nobody is available to help out when you have problems.

This company does not take care of their screw ups or valued customers. Don't shop here unless you like paying top dollar for defective junk and want random people stomping through your house breaking stuff. Very disappointed customer. Will never shop here again and will advise everyone I know to stay away.

Review: The leather sofa that was manufactured by Ashley furniture has a limited one year warranty but this should be extended due to a manufacture defect with their product. The leather is peeling off and sagging in some parts with rippling. The peeling is so bad and so much that the peeling is just falling off and my baby is trying to eat the peelings.Desired Settlement: I would like for Ashley Furniture to replace my sectional sofa with a comparable sectional sofa and send someone to take away the old sectional with complete setup

Business

Response:

Hello.

Review: I ordered some new Ashley furniture from Ashley Furniture Home Store in [redacted] on 02/22/2015. The furniture was scheduled to be delivered today, 03/28/2015. However, when the furniture arrived at my home, I found that most pieces were damaged with some scratches or dents on the surface, on the back or inside the drawers. I feel so frustrated with the poor service by Ashley Furniture and their warehouse or delivery team did not thoroughly and carefully inspect my furniture before their delivery. Instead, they tried to deliver to me those defective furniture with all kinds of damages, though I ordered brand-new furniture from Ashley furniture store.

Also during today's delivery, Ashley Furniture's delivery crews did not any protection like plastic wrap on my carpet in my new house. That was not professional or acceptable at all.

For your information, my Ashley Furniture sales order # is [redacted] and my phone number is ###-###-####.Desired Settlement: I request Ashley Furniture to re-deliver me all my ordered furniture in brand-new conditions on the morning of 04/03/2015, this coming Friday.

I ask Ashley Furniture warehouse to conduct very thorough and careful inspections on every single piece of furniture that they will deliver to me in order to ensure there is no damage and in brand-new condition.

Also I request Ashley Furniture to give me the first appointment on the morning of Friday, 04/03/2015 for furniture re-delivery.

If possible, please deliver all the furniture in the original boxes and then assemble them in my house.

If that is not possible, at least I ask Ashley to ensure their delivery crews to do full protection on the furniture to completely prevent any damage in the transit.

When Ashley re-deliver the furniture, their delivery crews should put necessary protection on my wood and carpet floors before moving the furniture into my house.

For your information, my Ashley Furniture sales order # is [redacted] and my phone number is ###-###-####.

Business

Response:

Hello,

Review: In November 2012 we purchased a couch and 2 accent chairs from the [redacted] store. The 2 accent chairs were damaged, after a few months of going back and forth, the [redacted] store took the chairs back and issued a store credit of $461.98 The store credit of $461.98 was issued on May 28, 2013. On September 21, 2013, we purchased 2 area rugs using the store credit. Per the contract the area rugs were supposed to be delivered within 3-8 weeks of the purchase. We have received several phone calls from the store since the purchase date informing us that the area rugs would be delivered by middle of November 2013. As of today (12/21/2013) area rugs have not been delivered. We have made a few inquiries last two weeks and the response we received around December 11 was that the purchase and delivery was canceled for some unknown reason. Now. every time we call to get status, we are being told that the manager is on vacation, or at lunch, or sick, or hungry or in the bathroom and we never get the status. At this point we want the two area rugs delivered immediately and cash in the amount of the full store credit of $461.98. Thank you.

[redacted]Desired Settlement: Refund - Cash of $461.98

Deliver 2 area rugs immediately for free of charge

Business

Response:

Hello,

Review: The wrong sofas were delivered and Ashley Furn. told us that was what we bought according to the skew #s. They now are keeping 30% for restocking fee.

My family and I purchased 2 sofas from Ashley on 11.22.14. We put $500 down and financed the rest. We waited over 3 weeks for them to be delivered and when they arrived, they were leather sofas. These were not the sofas we had ordered so we called the store immediately and sent them back. Both the sales associate, [redacted], and [redacted], were extremely rude and told us that since we signed the invoice with the skew numbers those were the couches. As customers, we expected the sales associate to know the correct skew number. We did not know the name of the couches or their skew number, as that is not our job. Rather than apologizing, they continued to be unprofessional and then told us they were keeping $370 for the 30% restocking fee. This is outrageous considering we did not make the mistake. We then emailed the owner, who never responded. As customers we trust that when we are sitting on the couches and the sales associate tells us she will ring them up that we will be signing on the correct couches. We did not know we had to know the skew number. I asked if knowing the skew was expected and [redacted] sad no. However, we are now our nearly $400 for a mistake we did not make. When I told [redacted] we would be filing a compliant with Revdex.com, he responded by telling me to "Go ahead because they always side with us". I do hope this is taking seriously. I have never had to file a complaint against a company before and hope that this is addressed. I look forward to hearing from you. Thank you for you time and consideration.Desired Settlement: We want our $370 back from the cash deposit that Ashley Furniture is keeping for a 30% restocking fee. This was clearly a mistake on their end and this needs to be resolved. We do not have nearly $400 to throw out the window, particularly since we still need to purchase new sofas since we had our old one hauled away under the impression that the correct sofas were going to be delivered. I can tell you that we will never shop at Ashley Furniture and I have shared this story with all my friends

Business

Response:

Hello,

Review: Ashley Furniture will not honor a warranty claim despite the claim clearly being within the definition given to me by the salesman and in the product literature. I purchased black leather chairs and an extended warranty from Ashley Furniture Industries. These chairs are cracking and ripping. Customer service will not send a field representative to look at this damage. Customer service states that there must be a stain on the chairs for them to come and look at them. However these chairs are black leather and do not stain. Why was I sold a warranty for stains on black leather chairs? I have called them numerous times and each time the representative will take what was said, and claim that is excluded under warranty coverage. When I call the store to complain they state that the responsibility with Corporate as the warranty provider. It is my position that my claim at least merits a review by a field representative. However, each rep will refuse service and become rude when pushed to send someone out to look at damages. I and my wife have gone through this experience with three seperate representatives including one named "[redacted] and another named "[redacted]." It is clear after numerous phone calls that this company is selling warranty's and making a business out of not serving g them.Desired Settlement: I would like a refund for the cost of the warranty since they will not honor it.

Business

Response:

Hello,

I will NEVER !!!!! go to Ashley furniture again & will advise all of my family , friends & if I had enemies them as well not to even set foot in any of their stores I bought a matching couch & love seat w/4 recliners built in in april of this year in the Evansville Indiana location have had to have the fabric replaced on the loveseat already I've not even owned them for 6 months yet !!! ( 'coz I got them in june) & now the loveseat frame is BROKEN & the top of it's leaning to 1 side can't even sit in it w/o the broken piece pushing into my back the 1st issue took several weeks to be taken care of now here I am waiting again just to get a tech to come out & look @ it he tried to tell me it's not broken , over the phone mind you, not even seeing yet it I say oh no it's broken the wood looks very old & of very poor quality & I have to keep sweeping sawdust off of the floor daily behind the loveseat it's no wonder they've got a "no return policy" it's 'coz they KNOW they send out crappy trashy junk so once they push it off onto unsuspecting customers that wouldn't think they'd be so ripped off by a well known company they're like well it's your problem now I would've done better going to a goodwill or salvation army store & bought used furniture so take my & many others advice stay clear of Ashley furniture , but I believe in karma 1 day this will all come back @ them & it will be a big pay back 'coz what goes around eventually comes around these people are ruthless heartless crooks !!!!

Review: Late fee was charged to my account after 1 month wait for furniture I was told would be a week. I also waited 2 months for 1st bill.

On Sept 19th I purchased a $2800 bedroom set from Ashley furniture in [redacted]. I was told I would receive this furniture within a couple weeks. The set included a dresser with mirror, bed frame and mattress. I opted for the 0% for 12 months payment option. Assuming I would receive a bill the following month, I did not. I called about this and the whereabouts of my furniture and they said it was back ordered. Not a big deal. I once again asked about a bill and they said I would receive a bill month after furniture was delivered. I was perfectly fine with that as well. Late October I received my furniture. All was well. I received my first bill that was due on December 9. My minimum payment was $99. I sent a payment of $250 on December 2nd. On billing statement it states to allow 7 days for check to arrive payment center by mail. They claim they received the check on December 10th and charged me a $25 late fee. I called to try to resolve this issue stating what had happened and the woman I talked to wasn't hearing it. I find it absurd that after I call asking about a bill so I can pay it and after I send a payment 2 1/2 times the minimum payment that I get charged a late fee. My whole point of doing 0% for 12 months was to avoid additional fees. After thinking about how the whole situation went down with delivery and billing in a timely manner I cant be satisfied with this service. I am asking for the $25 late fee to be waived and I will be sure to mail this payment even more in advance or to pay the bill online in the future. I thank you for your possible help with this matter. My account number is 6006 1010 0281 1963.Desired Settlement: $25 late fee charged to my account.

Business

Response:

Hello,

Review: Not sure about the exact dates but could look them up on receipts. Okay the [redacted] Ashley furniture store sold me an entire bedroom suit for $6000. The delivery was set to happen on a Saturday about 7 weeks ago between 12 to 3pm. I waited till 2:30pm then decided to call the store. They gave me a number to call for delivery. They told me the furniture was on back order. When I got upset they just hung up on me. They told me that they were just a call center so I asked why didn't you call to let me know it wasn't coming. So I called the store. finally the sales lady came and waited at my house because I had to leave. the furniture never showed up. They told me it was a glitch in the system. So a week goes by and [redacted] calls (###-###-####) Dist. manager and sets up a new delivery date. and tells me they will refund my delivery charge. I get the furniture but no brackets to mount the dresser mirror and a drawer was damaged and they didn't place the handles on the drawers. I go to the store to report everything even though the delivery people said they would report it (missing brackets and damaged drawer, I didn't notice the handles weren't on drawers). They say I will get a call on Monday. but I didn' [redacted] going on 4 weeks now and all they keep telling me is that the items are on order. And I haven't received my delivery refund yet either. I also purchased lamps from within the store. They don't match after bringing them home. but now they will not allow me to return them, telling me all sales are final.Desired Settlement: I would like to receive my new drawer, my brackets for the mirror, my refunded delivery charge of $200. them to return the $360 lamps and refund my $400 for the protection plan that I purchased on the bedroom suit. I doubt they would honor the protection plan and if they did. I wouldn't want to get this type of run around again.... When this is resolved I wish to never do business with them again.

However the sales lady Julie seeling has been absolutely wonderful and apologetic and feels just as helpless as I do, on resolving my issues.

Business

Response:

Hello,

Review: My wife and I purchased the Porter Bedroom set which was delivered in June 2010. The piece in question is the Porter King Sleigh Bed. The bed collapsed on the right side. The support beams that run across from middle of the bed and drill into the bed rails are the issue. The screws blew out from where the support beams are fixated, in the preset, recessed drilled holes. A good amount of the screws bent under pressure and dragged down the inner wood work of the rail. Upon examination the screws holding the support beam into the rail are barely an appropriate length to properly secure the support. Only about an 8th of an inch of the screws actually resided in the rail. It was also noted that the assembly included no "L" support brackets to further add to the structural integrity of the bed frame. During the collapse, the top wooden support beam snapped in half as well, lodging pieces of wood chips into the bottom of the mattress. The collapse occurred while I was sleeping on the bed and was a rather jarring experience to awake in that manner. It should also be noted that my wife and I work opposite shifts. I work an overnight shift and she works a standard day shift. So during the 4 years of ownership this bed frame has rarely had to support both of our bodyweights together as we are on different sleep schedules. In my opinion if the bed had been subjected to both our weight on a regular basis (as would be expected for a king bed), then this product would have collapsed long ago. And neither myself nor my wife are of excessive weight; moreover a king bed frame should be more than supportive. It is not securely put together, the screws fixating the support beams to the rails are nearly pointless as they are hardly fastening the beams to the rails. The lack of the "L" support brackets with this design is also an issue. Ashley's offers Limited Lifetime Warranties on frames for their leather and upholstered products; including sofa's, recliners, loveseats, etc. For the bed frame, a 1 year warranty is offered. Why in the world the bed frame would not fall into the same category as frames for living room products that generally get more use? Ashley's bills their products as quality and items that last. The bedroom set was an investment, it was not bought with the intention to have to replace in the near future. The sleigh bed alone is a little over $2,000.00; I expect it to last more than 4 years. If we were looking for a cheaper product of lower quality we would have shopped at Value City furniture or another bargain furniture store. This is not what we expected. My wife called the store located at [redacted]. She was advised that we had not purchased the extended warranty and we were out of luck and recommended we contact a local furniture repair shop. Not acceptable. The bed frame absolutely should NOT have collapsed in this manner. It was poorly assembled and a risk to sleep on after examining it. As this is a FRAME for an expensive piece of furniture, it is EXPECTED to last. Ashley's needs to be held accountable for the defective furniture/assembly as it was a frame that was not subjected to any abnormal use / abuse. The length of the screws used to fasten and the amount secured into the bed rails is shocking and a risk. These are not things that you see in the store on the display model. You would expect that 2K+ bedframe would be of secure/safe design. As my wife has already called the local store and did not receive an adequate response to the problem; this complaint is being filed due to the lack of structural integrity in the bed frame / assembly process, along with Ashley's not standing by products that they sell. The complaint is not for a minor scratch or wood finish issue; this is a structural issue on the frame. I will also be following up at the store in person tomorrow as the phone call clearly did not get the point across.Desired Settlement: Our expectations are reasonable. We want the bed frame repaired in a secure manner. If it cannot be repaired in a secure manner we would like a replacement as we already own the entire bed set and are not replacing the bed set. Repair seems very feasible. The cosmetic damage to the wood at where the screws dragged down the rail is on the inside of the frame and would not be visible. Our request is for the support assembly to be repaired and properly fixated to the bed rails. We expect this to be facilitated at Ashley's expense due to the faulty nature of the product and the manner at which it collapsed.

Business

Response:

Hello,

Review: I purchased Grinlyn coffee table online from ashleyfurniturehomestore.com in 11/25/2015. When I received the product the bottom B part of table was cracked. I immediately called by phone and applied online by filing a complaint form by ashleyfurniture website. I was told I would get an email to guide the process. I did not get the help, I need to have and intact product.Desired Settlement: I need the replacement of defective part or product without any cost to me. I received a damaged item, and it is not my mistake. It is company's responsibilty to deliver without any fault.

Business

Response:

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 the Ashley Furniture’s website, www.ashleyfurniturehomestore.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 the

[redacted]’s to discuss their options. If you have additional questions or concerns,

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

Furniture Industries, Inc.[redacted]

Review: I purchased a rug from Ashley Furniture HomeStore ([redacted]).

The rug was supposed to be picked up by me on a certain day from the attached warehouse. On the day of the pickup, I contacted them to verify it is available. After, verification I went to the warehouse and waited 2 hours while the workers tried to find my rug. They were unable to find my rug and apologized for the inconvenience. They promised to deliver to my home for free.

Over the next couple of weeks, as it was not delivered, I contacted the store/warehouse personell and I was in conversation with a lady who helped track down the rug. She was able to get me a correct tracking number (after multiple failed attempts of incorrect tracking numbers provided). After another week or so, the rug finally got delivered in front of my doorstep with no option for me to refuse the delivery. As it turned out the rug was not rolled in correctly and hence once opened it would not lay flat on the wooden floor. I contacted the warehouse personnel immediately and I was told that this was normal and I should lay it flat for a couple of months, and over time it fixes itself.

I followed the suggestion and kept the rug flat for over 3 months. I even tried rolling it reverse and putting weight on it to help it lay flat. However, the deep creases would not flatten out, likely because the rug was packaged incorrectly and hence the creases are permanent.

I called the warehouse/store and they keep sending me to customer service. In customer service I spoke to an agent and her supervisor Rob (ext: 1480) and both of them refused to help me since "the rug does not have a warranty". This is completely outrageous and unprofessional since the rug was delivered to me in a faulty condition with no option for me to refuse it.Desired Settlement: I would accept any of the following desired outcome:

Store credit for me to purchase a new rug.

Refund for me to purchase a rug from a more professional store.

Exchange of the same rug (as long as the cost of delivery and mailing is covered by Ashley)

Business

Response:

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 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 [redacted]

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.Consumer

Affairs RepresentativeTell us why here...

Customer care is HORRIBLE!!! It took me over an hour to get a hold of somebody and when I finally did, Raquel(the customer service rep) said they couldnt do anything because on her computer everything was delivered. I started off by telling her that not all the items were delivered and that I would like to have the rest of the items delivered and for someone to set it up as well. Oh and also, the nightstand was broken. She put me on hold and that was 30 minutes ago…. I waited an hour and hung up. I called back and waited another hour and spoke with somebody else, they told me somebody was going to deliver it before 9pm tonight. Nobody came with the missing pieces. Tomorrow they are closed.

I purchased furniture from Ashley’s furniture on Western Blvd. Jacksonville, NC in April 2014. I purchased two separate children’s furniture including two dressers with a mirror, tall dresser, and a twin sized trundle bed. I also purchased a $759.99 ( before tax) Extra Large TV stand/ Porter. As you can see, my husband and I spent a great deal of money at Ashley Furniture store and was willing to do so because of the quality and reputation from the Ashley’s products we purchased in Okinawa, Japan in a store called Yellow Box. We received our items in horrid conditions, my daughter’s dresser was dirty and the etchings were so poorly engraved it seemed as if a toddler made it. My son’s furniture felt flimsy and his tall dresser came broken, it could not even stand alone. Our TV stand also came extremely damaged. It will definitely not hold together when we have to PCS ( change our duty station). We were told we would hold the one given temporarily until our replacement arrived. We have had 6 failed attempts , each time the T.V. stand was brought to us in a worse condition. We were empathetic the first time, the second time we it was comical, and every time after that extremely upsetting. We have had to take time out of our schedules to wait to receive our PAID item. The delivery men know our address by heart and even our names. Last month we waited an entire month to hear back about our impending item only to find out that the distribution center had listed our account as DELIVERED!!! We did not receive a replacement and yet it was delivered? We accepted their apologies and awaited our next delivery only to have it come in the same condition ( if not worse) than our temporary stand. To make matters worse my son’s dresser drawer split in the front, it is filled with nothing more than toddler’s underwear, and yet it could not withstand him closing it ( he was not handling it in a rough manner). This area is known as a military town and Ashley’s Furniture on Western is aware of that. Quality is important to military members and their families because we have to constantly move. We are consumers, paying a great deal of hard earned cash for our quality items. We were shown display items that appeared good quality in the show room, but given an item of different quality (poor). All of our items were paid with cash, the cash was immediately removed but now we are in the middle of August and I still have not received the item I paid for which is my forever ( not temporary) Extra Large TV Stand/ Porter ( item ID: W697-58). We are still waiting, 4 months later! The previous manager in Greenville at the distribution center tried to bribe us ( in a rude tone of voice) with a gift card and mailed a $ 100.00 gift card that had to be used within 30 days, this bribe was very offensive. These were her unapologetic words “ well would a gift card make you feel better”, NO a $ 100.00 gift card ( after spending over $1,800) will not “make me feel better”. What my husband and I want is good quality furniture and for someone to take accountability instead of all departments placing blame on other departments. I have not heard anyone take accountability for the horrible service Ashley’s Furniture is providing to the military members in Jacksonville, NC. I have heard other military members complain about Ashley’s Furniture and there is bad reviews on the web to prove it. I have asked for information such as corporate emails so that I may voice my concern only to be deterred away with “ well what is your name and number so my manager can call you”, I agreed and one week later still NO CONTACT. Again, I call the furniture store on Western only to be told yet another excuse “ I’ve told my manager and emailed David Brooch three times, wow no one has contacted you”. Again, no accountability. I have not heard from the manager at the store I purchased my furniture from ( on Western Blvd). This wasn’t a trip to the local McDonalds, we spent a great deal of money and expect better quality and service. This whole ordeal has been extremely upsetting and caused my husband and I a great deal of stress.Ashley’s Furniture is quick to make a sale and take our money but slow to give the product we paid for ( 4 months slow).