Ashley Furniture Industries, Inc.

Review: Bought 11,000.00 worth of furniture at the Ashley Furniture store at [redacted] in [redacted]. Delivery was supposed to be today (Sunday) but we got a call that it was set for Saturday between 4-7 pm. We could not accept then because of a holiday program.

We spoke with customer service who stated we would have to pay $49.95 to change, but I informed her my sales Invoice stated Sunday. I was told they had to pull off truck but I would receive a phone call on Saturday to confirm the hour for Sunday.

On Sunday with no phone call I located the warehouse number from caller ID and called at 9:30 and was informed my delivery was between 4-7 pm.

It's now 9:20pm and no delivery, no call and absolutely no information on the Ashley Furniture website about any contact numbers. I guess after reading all the negative Revdex.com complaints I should have researched better.

Lucky for me I purchased this on my American Express Platinum card so I will simply call them in the morning and cancel the sale altogether since they never delivered the goods and despite their "all sales are final" clause if they don't deliver the goods they defaulted on the sale.

I want everyone to know never to shop Ashley Furniture with their nonexistent customer service and I hope asking the Revdex.com to intercede here will downgrade their A+ rating to an F.

The sales staff was excellent but once they got your money they could care less about you.Desired Settlement: Cancel the sale and refund the charges. We will shop at a more reputable store, especially at $11,000.00 for a bedroom set. I'm sure we can find a great store that will not simply ignore or not even deliver their goods.

Ashley Furniture will never EVER be considered or recommended again and we will make sure we communicate this to every single customer we come in contact with.

Business

Response:

Hello,

Review: Failure to deliver and pick up product; lack of communication.

In early September 2014, I contacted my Ashley Furniture Homestore [redacted] store to request to terminate my Acceptance Now account. I requested my furniture to be returned and picked up. My last monthly payment was made October 14, 2014 at the store with [redacted] in the Acceptance Now department. [redacted] noted my account paid and terminated and requested the Delivery Service department to contact me for pick up arrangements. I was not contacted until October 28, 2014 by [redacted] in Acceptance Now to schedule a pick up appointment of my items. A delivery date of November 8, 2014 between 8am and 12pm was made. No phone call confirmation a day prior was made nor were my items picked up. I received a call again from a representative from Acceptance Now department on November 13, 2014 regarding a missed payment. I informed the rep upon my request I closed the account and still need my items to be picked up since there was a no show on November 8th. She apologized and indicated she will have the Delivery department contact me again. I have submitted a previous complaint in May 2014 regarding similar poor customer service issues with this store. Their service is absolutely unacceptable. It shouldn't take over a month and a half to not only receive my furniture in the beginning but also wait so long to have my items picked up.Desired Settlement: Expedite pick up of my furniture and provide a receipt of closed account with no additional payments and/or fees due.

Consumer

Response:

Store location: [redacted] In addition: On November 15, 2014 6:52PM, store representative [redacted] contacted me telephonically to inform me that delivery men arrived at my residence to pick up my furniture. I informed her I was not home and I was never contacted that the delivery team would return that day. The original scheduled pick date was November 8, 2014 between 8am and 12pm but no show or no call from anyone. I informed [redacted] of this but her response was yes but they did arrive today. I asked her could someone contact me to reschedule another pick up date but she rudely terminated the phone call. [redacted] is never available to speak to in order to address my concerns regarding their poor service. It is a disgrace they are independently owned but using the Ashley name.Thank you.

Business

Response:

Hello,

Review: We bought a set of sofa recliners from Ashley Furniture and the sofa covers (leather) are chipping from all places to an extent that the leather chips fall on us when we sit. They also sold us the warranty and protection plan for 5 years by saying that if the sofa rips, it will be repaired or replaced free of cost. When the chipping issue began, we contacted the store in [redacted] where we bought these and they went to the extent of saying that we do not know how to use the furniture. This was not only derogatory but wierd becuase we are a civilized small family. Eventually on our pressure they gave us a phone and email of the customer services representative. We have been contacting her for more than 6 months but no resolution. The sofas have further deteriorated in last 6 months and look ugly. The company has no interest in resolving the issue.Desired Settlement: Refund of our money within 1 month because the product has been of a very poor quality and the business is not interested in resolving the issue.

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 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...

Consumer

Response:

I have a complaint about Ashley Home Furniture Galleria location in Houston, TX.
We bought a dinning table and bed frame, both furniture pieces were damaged. We contacted customer service immediately and let them know of the damaged items. They asked us to email them pictures in order to review and give us an exchange. It's been a week since we bought the furniture and we have not heard from them! I have called sales associate to help us, however, every time I've called he is with a customer and says he will call me back. Have not heard from him. Very, very disappointed with their customer service and they way they've handled this matter. We had the worst shopping experience at this store!

Review: I purchased a couch from Ashley furniture with a specific request since I have back and neck issues. I was told by the sales associate that helped me that the product. She explained that the couch was unusual because this is the couch everyone sits on. The couch sagged about 1 foot. We went ahead and purchased the couch since she told me that this was a best seller and that they would back the quality of the couch. When the couch was delivered it sagged just as much as the one in the show room and hurt my back(i just had back surgery). I refused the couch and never accepted. I was told to go to the store and reselect an item since they would not return the item. We went into the store and the employees were rude and unhelpful. We left the store without purchasing anything since they were so rude and unwilling to help. We do not have the furniture and they refuse to refund our money.Desired Settlement: We want a full refund of the couch and chaise.

Business

Response:

Hello,

Review: 5/2/14 We bought a king size bedroom set and Comfort-pedic [redacted] king size mattress set, Restored Spirit . We really were not interested in the memory foam mattresses but let ourselves be talked into trying them out. We were told we had 90 days to return the mattress if we didn't like it. No questions asked. We paid $3,100.00 cash for the mattress set.We were told we had to keep it for 60 days. Then if we didn't like it we would have to return it between the 60th and 90th day. We kept being told by [redacted] from TN and our salesman [redacted].... not to worry we had 90 days to return it. At no time were we told there was a return mattress fee and we would only be able to exchange for equal or greater value set, not able to get a refund. We didn't receive any verbal notice or paperwork stating this policy.A couple of weeks ago we went back to the Ashley Furniture and told them we were not happy with our mattress set. The sales people on the floor told us there was a $150.00 return fee on mattresses and sent us to the back of the store where the sales counter was and we asked to speak with the manager. We spoke with Store manager [redacted] and told him we were not happy with our mattress. He reaffirmed there was a $150.00 return fee and we had to do an exchange of equal to or greater value, they don't do refunds. We advised him we were never informed of that policy, and if we had been, we would have done some more checking around before buying from Ashley. [redacted] was supposed to find out what could be done for us and call us the next day, haven't heard from him.6/29/14 I called the store and asked to speak to the store manager. I spoke with "[redacted] and filled him in, we were not happy with the mattress set and that we had already talked with [redacted], the assistant manager, I found out. [redacted] told me that a king mattress set had a return fee $300 and no refunds would be given "COMPANY POLICY". I want a refund!Desired Settlement: I feel like I've been misled and lied to from the time we ordered this set for delivery, supposed to have been 2 to 3 weeks. Took 4 weeks and a fit to get it delivered. Now when we want to do a return we're told there are fees and exchange limitations. I would like a full refund for the mattress set including taxes paid.

Business

Response:

Hello,

Review: 1/18/2014 picked up sectional couch from warehouse in [redacted]. Couches were put in the back of our F150 pickup by the warehouse staff and was still in the original packaging, un-opened. We were told we had 24 hours to inspect the furniture and if there was any problems to call customer service. Got it home and it was broken on the left section, back right corner. The frame was snapped and wood was piercing through the fabric on the back side. The fabric looks to also be stapled back onto its self, not covering the framing. I immediately called customer service who had me email pictures in of the couch. We were then told that the paper for receipt of the couch also stated that we had already inspected the couch.

2/2014 (first week or so) was told they would replace the couch, only after I made a trip to the store to get the stores assistance in dealing with customer service. (cust service denied the replacement request) We were told to go ahead and move the couch from our entry since the replacement wouldn't be here until mid-march.

2/7/2014 moved the couch upstairs to the room it will be located in.

3/8/2014 delivery drivers arrive to swap the furniture. The delivery drivers are unable to remove the couch from the room. They spoke with a delivery manager who was going to call another manager to find out what to do. That person never called back. Meanwhile I called customer service. While I was on the phone with customer service the deliverymen left, without telling us.

Had a less than stellar conversation with a customer service manager who told me the drivers told them that we damaged the couch moving it into the room and that Ashley Furniture would not be replacing the item.

Went directly to the store, where they said the whole thing was a mess and setup another delivery.

3/12/2014 Another delivery crew arrives, takes pictures of the couch and says it looks like we damaged it moving it in. Told them not to even joke about that, because thats what causes the ruckus last time their delivery men were here. The men make 1 attempt to move it from the room. They only picked it up on end, looked at the door and said no and put it back. They never offered me a waiver to sign that if they damaged the walls, etc during the move. I asked them to please try, they said no and put the couch back, taking more picture.

I called customer service who told me again they would not replace the couch that we damaged it moving it in.

On 3/8/14 I emailed (while in the store trying to resolve this) the Ashley Store in [redacted]). I sent over 13 photos of the couch that were taken when we received the couch on 1/18/2014 and reported it damaged to Ashley. Some of these damage photos show the tile flooring in our entry. Evidence that it was not damaged moving it upstairs. Ashley customer service would not leave the replacement couch for me to call a professional moving company to swap the couches for me.

It seems as if they second crew came out with the sole intent of only taking pictures of the couch. Our pictures show, without doubt, this couch was in packing, in my entry and damaged. I also have 3 people that will sign affidavits that the couch was in my entry, sitting in the packaging, partially opened with the damage visible.Desired Settlement: I have several options for settlement:

A) bring the replacement couch back and leave it in the entry. I will hire a professional moving company to swap the couches out. I'll either bring the damaged couch back to the warehouse or they can come pick it up.

OR

B) release us from the entire contract. I am already making payments on this couch that is damaged. I will hire a company to remove the couch and I'll bring it to the warehouse.

Of course, I would much rather prefer getting the couch we picked out, but if they are unwilling to leave the replacement couch so I don't have to pay for movers 2 times I would rather the whole transaction and financing contract be cancelled.

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

warranty decisions are made by the store that sold the product in question. It

states in the warranty booklet Ms. [redacted] should have received with her

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 corporate office for the Houston

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,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Review: We purchased a sofa from a third party that is manufactured by Ashley Furniture. The sofa was purchased in 2011. Is is now two years later and the sofa is literally falling apart. We have contacted the manufacturer who says that we should have been provided information about the manufacture's warranty at the time of service (we were not - also the store it was purchased from is now out of business). Because the sofa is not outside the manufacturer's warranty (it was not outside of the warranty when we started noticing problems but we did not know about the warranty). The manufacturer offered us some material and then for us to pay to have it repaired -which is an insulting gesture. They obviously do not stand behind their workmanship, for a sofa to be two years old and falling apart. It has now become a health hazard for our children and animals. The leather is literally falling off the sofa in flakes and the springs are ripping up from underneath the material. I am sure you will ask, why are you now contacting us about this issue. My husband and I both work full time and we have [redacted]. Honestly it is hard to find time to do things like this, it is not an excuse, but it is why it has taken so much time. We appreciate your time.

Timeline:

Sofa purchased from [redacted], August 2011

Within three months we were contacting the store because the cushions were flat and they were replaced

The [redacted] went out of business

November 2012 is when we noticed some of the leather flaking off the backs of the seat cushions, it has progressively gotten worse and looks horrible and is a health hazard to our children and animals

October 2013 contacted the manufacturer, and also Montage Furniture Warranty - the warranty says the will not cover it and that is why we are asking the manufacturer to stand behind their productDesired Settlement: We would like some gesture of a refund, we are not going to pay anything to have this sofa repaired when it is just going to continue to fall apart. The only safe thing for our family is to purchase new furniture. We are not asking for a full refund, just something to acknowledge the poor workmanship and quality of this sofa that is in our home.

Business

Response:

Hello,

Review: My husband and I purchased leather furniture (a sofa and a couch). When it arrived and was delivered there were 5 scratches on 5 different parts of the 2 pieces. They reordered the pieces and three weeks later the pieces were delivered (today) and there were huge noticeable scratches on one of the pieces. My husband had to take a 1/2 day off from work so the scratched pieces could be picked up and then we sat all day on Saturday waiting for the delivery of the new pieces which was very disappointing.

When we buy "new furniture" I expect perfect pieces with no scratches, rips, or dents. I will not recommend Ashley Furniture in [redacted]. I am so displeased with the quality of the leather furniture that we bought.Desired Settlement: I don't know of any settlement that could take place. I wanted it noted how disappointed I am with this furniture store in a small town. We plan to shop elsewhere due to quality and delivery issues.

Business

Response:

Hello,

I purchase a dresser in February 2015 in September I spilled a little perfume on it so I wiped it up with a little soap and water. All the paint came off my dresser, now don't dressers suppose to have a special paint and coving for that. I have many dressers and perfume spilled and I never had this problem. The manufacturer won't give me a nother or compensate me at all. This is very poor business. I will neverpurchase nothing esle from them . Always check their policies and warranties be for you purchase.

Review: My father in law ( [redacted]) and I purchased a living room set from Ashley Furniture on July 9th, 2011. #[redacted]. We had several different issues that have occurred since that time. The last one may be the most extreme, on top of being ignored. Our couch that is the chocolate exhilaration, power set went out on August 30th, 2015. We had purchased the MFS warranty at the time of purchase, so I called MFS, so I filed the claim on September 2nd, 2015. The first time, the guy was here, he diagnosed that a mechanism had bent and required a new one. The large box was shipped to my home and sat here waiting on them for three weeks. Finally I called them and asked if anyone was coming back to install and they told me that they assumed that I could install. After informing them that I could not, they set up a time for the person to come back and fix. Upon, the third trip after he installs the mechanism, he then tells us that the motor has gone bad and we now need a new motor. After waiting two more weeks and after the part has arrived, he comes back out to tell me that they sent a power supply not the motor and that he could not fix. As of today, still no motor, still cannot operate the couch.

I started calling Ashley's franchise in Fredericksburg, Va. on October 30th, after, I had called the local store on two occasions, and finally found out who I really needed to talk to and almost 2 months without an operable couch.

I spoke in length with Stephanie at that location and she instructed me that I would have to go through [redacted] to find a resolution, she told me that she would back in on Monday and I asked that she call me. I then once again called and got [redacted]'s voicemail on 11/10/2015 and again on 11/16/2015. Each call has not been returned. I have had to take off work now on 4 separate occasions to have my furniture fixed, and I sit here almost 90 days later and still have a faulty, non functioning couch.

I and my family have purchased 2 bedroom sets, 3 living room sets from Ashley Furniture in [redacted]. Each time we have purchased the Montage (MFS) warranty. I now do not feel that I can continue to refer friends and family to a store that does not stand behind their product and whose warranty company sends third party repairman to work on furniture without the rights parts, and whose "customer liaison" does not return phone calls.Desired Settlement: Due to the time of repair, the time that I have had to take off work, the amount of time that I have vested in phone calls and emails and the frustration of the whole ordeal, I would like a replacement of my faulty couch.

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 [redacted] store, along with a request for them to investigate this matter further

and contact Mr. [redacted] to discuss his 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...

Consumer

Response:

Review: please see the case details below. I have had no response from the local office even after second notice

Revdex.com CASE#: [redacted]

sofa frame broken and its covered by lifetime/5 yr warranty. they say it cant be fixed, replaced or anything

I purchased it in 2013. since beginning the sofa had given problems. we made peace with it thinking it will at least last. a week ago one left side of the back frame just collapsed. I called the store and told them its covered under warranty. they told me neither the sofa nor the part can be made as they dont make it anymore. I demand to see what they mean by warranty. they are still liable for it. I will be taking it up in consumer court in [redacted] if Revdex.com doesn't resolve this for me. They should repair/replace or refund it . I am stuck with a broken sofa made by so called High quality furniture made by AShley

Consumer's Desired Resolution:

1) repair 2) replace 3) take it back and give me credit for the price I paid to buy a new sofa from themDesired Settlement: Consumer's Desired Resolution:

1) repair

2) replace

3) take it back and give me credit/store card for the price I paid to buy a new sofa from them

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 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 Representative

Business

Response:

We are very sorry to hear the [redacted]’s have chose not to

accept my response to their Revdex.com claim. Since each of the stores are independently owned and

operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access

to each of their individual sales records nor are our computers linked

together. Therefore, Ashley Furniture Industries, Inc. is unable to look into

her concerns further. Which is why we refer her to contact the [redacted]

HomeStore Customer Care department at ###-###-#### for further assistance. Sincerely, [redacted]Consumer Affairs RepresentativeAshley Furniture Industries, Inc.

Consumer

Response:

Review: I purchased 2 queen sized bedroom sets (along with other furniture) and have since misplaced the receipt. The store that I purchased the furniture from originally ([redacted]) is now closed--and the headquarters does not keep documentation of the warranties purchased from each individual store. Recently, my queen sized bed slat and side rail ledge broke spontaneously and I have been calling for the past week trying to investigate a way to have the parts replaced. I called initially on 10/23 and after hours of back and forth spoke with [redacted] who assisted me in trying to find my warranty information. She was awaiting a return call for the [redacted] region's store to see if they could pull up my information. I have not heard from her since 10/23. Today, 10/27, I called AFI to follow-up and [redacted] is not working at this time. However I also spoke with two different associates who lacked all empathy in trying to find out a way to rectify the problem. The initial agent suggested that I could order a comparable part based on my model number and that it was my responsibility to "keep up with the receipt"--when I called back with the information regarding my model number the new associate advised this product had been discontinued. She said it was not possible to order a comparable part and suggested I contact a furniture store. I asked her if there was any way to have it taken care through Ashley, as this was preferable. She declined to look into the matter. I am very frustrated and disappointed that I spent over $5000.00 in furniture and now because I have not kept up with a piece of paper (though we are in an age of technology), there is no trace of my agreement or extended warranty. This is almost like a scam. It would’ve been nice if the store sent a letter to their consumers prior to closing, in case there were any documents we needed to retrieve.Desired Settlement: Replacement/repair of comparable side rails and slats as promised in my "lifetime warranty" at purchase.

Business

Response:

Hello,

Review: I purchased Sofa set on Sunday the October 12, 2014 the estimated delivery was promised for November 03,2014. Monday, the 13, 2014 was a holiday due to Thanksgiving, on Tuesday morning at 11 am I personally went to store to cancel the order as it was not matching with our existing furniture. I was told that a cancellation fee of $235.21 will be charged for cancellation, upon my request the Customer Service and the Sales person did not entertained my request and bluntly refused to refund my deposit, more so another Customer Service lady also jumped and pounced on me to make me understand the company policy while I was already talking to some their. I strongly feel that an order cancellation where there was no re-stocking involved and could have been accommodated with any other alternate arrangement to show Customer care but they forfeited my deposit of $235.21

I therefore request the management to refund my money or adjust my deposit money for some other purchase in the store.Desired Settlement: Appreciate a amicable settlement of my deposit money.

Business

Response:

Hello,

Review: My husband and I purchased approximately $5,000 worth of furniture from an Ashley store in Appleton, WI last December. We were very happy with it after delivery. However, by July of this year, the sofa we purchased as part of a 3 piece set broke. The couch cushions did not sit right on the sofa and the couch made a crunching noise upon sitting in it. After speaking with at least 6 individuals, my husband was finally directed to submit a warranty claim on the sofa. We were told the claim would be reviewed and the couch would be evaluated for repair or replacement. After a month we had not heard anything from Ashley. My husband followed up and a technician was scheduled to visit our home. This process took another two weeks. The technician assessed the couch, took pictures of the problem and attempted to fix the couch. He asked if we had anyone jumping on the couch to which I said no, we only have a one year old. He agreed there was no reason the couch should have broken except due to poor design of the couch. He left our home with the couch still overturned on the floor as I needed to vacuum behind the couch / he had left sawdust on the floor from screwing into the frame to secure loose supports. The technician did not see how the couch "sat" upright before he left. It was clear once the couch was again upright that the same problem remained. My husband again contacted Ashley and was told we'd have to wait for the technicians report. We waited; we were told the problem was due to customer use and not manufacturing defect, so the claim would be closed. It's impossible that the couch was damaged by customer use. My husband attempted to contact Ashley again multiple times and was juggled between individuals, told the person he needs to speak with was gone, or that he'd need to contact somebody else, basically anything to make it extremely difficult if not impossible to seek resolution. We are left with a broken sofa and a living room set that is non functional. My husbands customer service experience has been terrible, particularly considering the amount of money we spent with Ashley.Desired Settlement: We want a refund on the sofa set. This would be a bare minimum request. Our wood floors were also scratched from a spring breaking on the sofa. We may be asked by our landlord to replace the damaged flooring as well. We also want our living room set removed at Ashley's expense. It is of no use to us. If Ashley will not remove the furniture we will attempt to donate it. We are not interested in replacing the sofa with another poorly designed sofa. We no longer trust the quality or customer service of this company. We would consider a store credit to use towards the purchase of a buffet to match our beautiful dining table set from Ashley, but will never purchase another sofa from here.

Consumer

Response:

The furniture was purchased at: [redacted]. The warranty claim was being handled through the Ashley Furniture corporate office in [redacted] since we moved to [redacted] after purchasing the furniture. Neither the corporate headquarters or the individual store has wanted to claim responsibility for the issues we've had (both saying to contact the other, and back and forth)

Business

Response:

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] 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]AshleyFurniture Industries, Inc.[redacted]

Review: The store order a bedroom set and when it was delivered, everything but the mattress was damaged. The following week, they came back out to deliver the set, and the dresser was the same one as the week prior, only with a very poor repair job done. We were told they were ordering a new one, but that was not the case. Additionally, the bed was missing the footboard so again, we did not get what we had ordered. I called and was told that the footboard would be delivered that afternoon. When the delivery crew arrived to bring the footboard, it was damaged. This was the third strike, and I called and told them to cancel the order and to remove the set from my house. The delivery crew removed the set and I was told that we would not be charged for the set as it was not delivered. The following week, my wife's card was charged a partial charge for the set, and I was called to set up for delivery. I called and was told the charge would be removed from my wife's card and it is still on the card after over a week.Desired Settlement: I want all charges on my wife's account removed, and refund of the money for the mattress pad she paid for but returned.

Business

Response:

Hello,

Ashley Furniture Industries, Inc. Is a rip off I ordered furniture from Mundel's Furniutre Appliance Outlet and they special ordered from Ashley on 02/20/14 here it is 05/19/14 and I still don't have my order a sofa and loveseat. Ashley is out of the fabric for my furniture and now their saying that the fabric won't be in until June 2, 2014 three months and three weeks what the hell.

Review: I had shopped for a sofa at Ashley Furniture on Aug.30. I had selected a motorized reclining sofa in leather that had to be ordered. I moved on Sept. 15 and arranged for the furniture to be delivered after paying $129 delivery fee. The sofa that was delivered was incorrect, it was not motorized. The delivery team and myself contacted Ashley furniture. I spoke with [redacted]. She stated that was the sofa I ordered.She stated that the signs on the arm of the sofa had the correct, motorized price. There where no signs that day on the arm. The standing sign had a $1799 price with a discount for it being a labor day sale. After going over the fact I had pictures of the signing that do not state the motor is an upgrade, she said she would only charge me another $100 for the motor. So she reordered the sofa and stated it would be delivered as soon as it came in. I now have to wait 5 days for delivery of a sofa that her salesman mis ordered and I am having to pay more for. I would never shop at this store again. It was a bait and switch. The sofa on display and signage stated one price but the real price was on the "missing price on the arm".Desired Settlement: I want the motorized sofa at the price it was signed at and what I agreed to pay. I also want my $129 delivery fee back since I have been sitting on the floor due to their mistake for a week and now have another 5 days.

Business

Response:

Hello,

Review: We have purchase a leather Sofa from Ashley Furniture on May 2011 with 5 Years "No Worry" Service Agreement. We recently noticed there are cracking and peeling of the leather finish. Based on the aggreement we called them for repair on 6/21/2013, the tech came out on about 7/9/2013 and took pictures of sofa and he mentioned he has to pass on the manager to look at it to see if the warranty covers. Since then we did not hear from them so we decided to call them today 7/19/2013, spoke to the service repair manager at (800) 994-7514, the manager mentioned that they won't repairt the soft and turned down the repair, since we did not call them ahead of time when the sofa started to peeling and cracking. We have explained them that this is the first time we saw it and decided to call them for repair. Again it was turned down for repair because based on their agreement "we did not call them on time". We see this is a unfair and unreliable service agreement from Ashley Furniture. They did not want to give us anything is writing about the repair and also we had to follow up with them for repair, they never called us. In short they do not want to repair and we have paid good amount of price for agreement. We see this is unresonable and we like to file a complain.Desired Settlement: We like to have it repair or replace. Thank You.

Business

Response:

Hello,

Review: On 04/18/13 I ordered the Ashley Doll House Youth Bedroom Set including; Doll House Youth Sleigh Bed - Twin Size Bed, Doll House Magazine Nightstand, Doll House Youth Dresser, Doll House Youth Mirror and Doll House Loft Bin Storage from dealer:

[redacted]

Mailing Address:

###-###-####

###-###-####

My primary contact has been with [redacted], Customer Care Supervisor, ###-###-####.

[redacted]

On 05/09/13 my Discover Credit Card was charged for the furniture, when it was relayed to my dealer that the order was shipping.

Unfortunately I received many back order dates and new ship dates promises that did not come to fruition.

On 06/09/13 I contacted [redacted] - Ashley Consumer Affairs Representative by email at email address [redacted]. After sending her a couple more emails, a fax and a Revdex.com Negative Customer Review, she finally replied via my Revdex.com Negative Customer Review.

On 06/19/13 [redacted] - Ashley Consumer Affairs Representative stated:

“Regarding the B140 Doll House collection, I am showing that some of the units are currently out of stock. As soon as we have more manufactured, we will be fulfilling all open orders for our accounts.”

On 06/19/13 my dealer [redacted], informed me that: “It now looks like they will have the items ready week of 7/8”.

On 07/01/13 my dealer [redacted] informs me: “all items are at the warehouse being inspected.”

On 7/10/13 I find out that when the order was inspected, it was found to not pass deluxing because the headboard came in scratched up. My dealer was told the damage was on replaceable parts (post and panel) and they were ordered from manufacturer Ashley.

On 07/25/13 the replacement parts have come in from Ashley Furniture but upon inspection were found to be damaged as well.

Today is 07/25/13 the 98th day since this order was placed and the bedroom set STILL has not been delivered due to a damaged bed.Desired Settlement: I believe that Ashley Furniture needs to step up to the plate and actually oversee what is happening overseas with the B140 Doll House collection. There most definitely is a failure with their creation, fulfillment and or shipping process. I want a bed free from damage & defects delivered expeditiously. This bedroom set was to be a birthday gift for my niece and all this upset is quite disparaging. However my furniture dealer can't deliver what Ashley isn't sending them, so I don't fault my furniture dealer at all.

Business

Response:

Hello,