Ashley HomeStore

We have also had issues with our coffee table having scratches on it as well as loose strings and bumps on the sofa. The strings they told us to cut which we considered a closed issue, the table they offered a $refund and/or exchange (but with an exchange it was like a chicken and the egg
situation where we need to match the table with whatever would have been happening with the couch situation). The table is a distressed look style but similar to a pair of jeans that are sold with tears in them, even then you know if there's something wrong with the couch (or jeans) if it's got a scratch (or hole in the jeans) that shouldn't be there. Since this all started we are also now expecting this October so we figured the table conversation should be put to the side in favor of Ashley Furniture focusing it attention on the couch with a gap the size of the grand canyon, knowing our child will one day be not so kind to the tableIn May when we spoke to the Store Manager in person at the Manchester location, we saw another couch as I had mentioned, but we didn't note the price at the time and looking it up online from Ashley's website wouldn't exactly make a difference because the online pricing is often less than in store, and if you want them to match the online prices then it cannot be financed. Here is a link again to the sofa *** where you can see others that have had this couch had similar issues and that we're not just angry customers stomping our feet over some imaginary issue. These reviews didn't exist back then because they were all written in the 7-calendar month period this has been going on for. A review there and here (note the F rating) at the Revdex.com show Ashley Furniture as a whole (one's the corporate and the Revdex.com is specifically Manchester) had made exchanges for some furniture ***/business-*** Here is the folder of information you would be looking for* *** In one photo you'll see how my Uncle had fashioned some extra foam we had laying around into the sides of the couch (to dampen the effect of the gap by pushing the cushions closer together) and the staff at Ashley didn't seem to care that we have a makeshift option on a $2000+ purchase. We look forward to hearing from you and will do what is necessary to either get an exchange or a refund at this point. Thanks!

To whom it may concern, The original furniture purchase was sold at a huge discount because the merchandise was sold with no warranty However, we have decided to give the customer full in-store credit to allow them to reselect We are sorry for the problems the
customer has experienced and hope this resolves all of their issues Sincerely, *** ***

The customer received their delivery back in They were outside of their year manufactures warranty when they filed their first complaint that their cushions were pilling and saggingAs a courtesy they were ordered new cushion cores and casingsthey went back to the *** Store where they made their original purchase several months later and was reminded again that they were outside of their warrantyThe customer called the *** Store location of 2/29/regarding their cushions and then they were contacted by the companies Tech department on March 3rd at 12:09pmA message was left and advised the customer that once again as another courtesy the company will order them cushionsThe Company has gone above and beyond to accommodate the customer despite them being outside of their warranty periodIn addition the year manufacturers warranty does not cover household wear and tear which has been the customer claim and the company has odered the customer several sets of cushions as a courtesy

*** *** *purchased a dining set on 7/4/and it was scheduled for delivery on 7/15/16, it arrived damaged, and she took photos of the damage and spoke to the store and was asked to emailed them to our customer care department and was ask to give us hour to respondWe did receive them
on Fri 7/15/16, was not able to reach her on Saturday 7/16, I am off on Sunday 7/17 and Monday 7/I did speak to her on Tuesday 7/19/19. We (Ashley Homestore) determined by the photos that a service tech would be able to fix the delivery damageWhen I explained to *** *** *hat we would send a technician to repair the damage, she stated she did not want it repaired she wanted new, we talked about it and she agreed to allow a tech to come out with the understanding if HE determined it was not repairable we would exchange the piece or pieces at that timeThe tech was out on 7/28/He was unable to repair the table base in the home as it was too close to the floor and suggested we order new bases and that the chairs were not the same color and would need to exchanged also and did not repair the damaged ones.I spoke to *** *** on 7/30/and said we would exchange the table bases and the chair that was damagedShe wanted a whole new set because the of color variationExplained the color variation would not be fixed with an exchange as the set is made to look distressed and antiqued, so the shading would never completely match each otherOffered for her to reselect to another set where the finish was not distressed or antiqued so there would be no color variation, She said no, she wants what she wants, and picked put what she wanted. She then asked for her money back, I started to explain our return policy when she interrupted and stated " that was out of the question, right, well you can see me in court" then hung up.We will still exchange the table bases and the chairs that were damaged at delivery, or she can reselect to another set

Complaint: ***
I am rejecting this response because:I believe I was crystal clear in my very detailed complaint. *** ***, who we were told was the Sales Manager, made a verbal commitment to us in their store on May that we would receive a full refund, would not be charged a restocking fee or any additional fees. For the following seven days and over several conversations he continued to lead us down this path. Please note the following:1) The inspector came only after my husband went back to the store AGAIN and asked for some action2) NO ONE at Ashley, the store or corporate has responded to any of our calls, emails in the last week - they have completely ignored us. Only through this complaint with the Revdex.com have we received a reply. Shameful cus***er service!3) The restocking fee is not conspicuous. It was not told to us prior to ordering, it is not posted by the cashier desk or entrance to the store (we have dated pictures to prove this). It is only in small print on the bot*** of the back of the invoice. This is not even the point AS WE WERE PROMISED A FULL REFUND BY *** ***.4) According to CT state law we are due a complete refund if we contact the store within hours of receiving the merchandise - we contacted the store same day of delivery. The resolution we are due is a complete refund and they pick up this piece of furniture
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: months from date of purchase and barely receiving merchandise is unacceptable!
Sincerely,
*** ***

Hello good morning , I just spoke to the customer I will be sending Hani our technician out to repair items of concern Thanks ,Amber C***

To Whom It May Concern,I was able to unearth that we did have this piece in stock for months and repeatedly tried reaching out to the customer to try and schedule him for delivery at which point he said he did not want the piece any longerwe spoke with ** *** again to try and schedule the
delivery at which point it was agreed upon with the customer that we would reduce the price of the remaining piece by $at which point it was agreed that we would deliver the piece out on February 4th at 9:am, the delivery was complete by 9:am and our delivery manager did speak with *** *** at this time at which point *** *** stated that he was happy with the delivery of the pieceFurthermore on February 8th *** *** spoke with his sales person at our Newington, CT location and stated that "He was happy with the delivery" that had occurred on the 4th as well as that he would be looking into purchasing an ottoman for the set in the futureAt this point we consider this matter with *** *** resolved

Complaint: ***
Dear Revdex.com,Thank you for forwarding the email from Ashley Furniture Homestore in Manchester, CTI wanted to clear up a few of its contents.Firstly, it is correct that I declined to have the defected pieces repaired or exchanged for the exact same productBecause of the numerous problems that we had with the pieces, I was not confident that the current problems would not reappear after the repair, or that new issues would not ariseI was also not confident that if we agreed to an even exchange of these pieces for a newer version of the same thing, that the new pieces wouldn't have the same issues.Secondly, it is also correct that upon sending photos of all of the defects to the store manager, he told me that these are manufacturers' defects that should not be happening, and that because of this we could come into the store and pick out something new to exchange them forThirdly, it is incorrect that I tried to negotiate a discount for a much more expensive setWhen we went into the store, we looked around without asking for anyone's help, and when we were ready to make a decision we then explained to a sales associate that we are here to do an exchange and would need to talk to the managerI was not trying to act as though I was a new customer and I certainly did not try to simply order a new setI also certainly did not try to negotiate a discount on a set that cost $more than the set we previously purchasedThe first set that we purchased cost $1,($1,for a sofa chaise sleeper and $for a love seat)The second one that we picked out came to a total of $1,($for the sofa, $for the chair and $for the ottoman)We asked for the sofa to be a sleeper, so we expected the price of the sofa to raise, but were not told exactly how much more it would come toAt absolutely no time did we try to negotiate a discount on any of these piecesI took photos of these pieces and their price sign on the day that we went in to pick them out, and have inserted the photo of the price sign below:
As you can see, the photo is dated March 19th and shows the prices of the Shayla sofa, chair and ottomanThese prices do not total up to $1,over the value of the first set we purchased.The manager made some notes and said that he would be in touch with usAfter not hearing back from the store for about two weeks, I filed a complaint with the Revdex.com and with the Ashley Furniture corporate industriesOnly after this did the store contact usHowever, rather than continue with the exchange of the manufacturers' defect pieces with the new set that we picked out, we were informed that the store would swap out the piece we had for the exact same thing, just a new versionSo it seemed as though we were back to square one, and we had to explain again that we did not want to get the same exact pieces for fear of discovering the same exact problems in them.The manager explained that he would need to speak with his corporate office to see what he could doA few days later, he notified us that we can go ahead with the exchange of the pieces with the manufacturer's defect for the Shayla set that we picked out on March 19thHowever, because the price of these pieces had changed over the few weeks that had passed, we were informed that the price difference that we'd need to pay was almost $This was much more than we were expecting, so we decided to drop the ottoman in order to bring the price down a bitThe manager also kindly reduced the re-stocking fee that we must pay in order for the store to take back the old set with the manufacturers' defectThe price difference that we will have to pay came out to be $+ taxThe manager explained that when the new pieces come in, we can pay this difference over the phone, and then the store can deliver the new set and take back the old oneTherefore, (fourthly) it is incorrect to imply that we were instructed to pay the difference, but have simply neglected to do soI called the store today (April 18th) to check if the items were in and if we could pay for the difference, but was told that they will be in during the first week of MayWe will be very happy to pay the difference as soon as we can, but we have not been instructed to do so yet.Regarding the issue of our floors: I first spoke to the 3rd party company who performed the delivery about fixing the damage they causedHaving had no success in resolving the issue with them, I called the store to see what could be doneThis call did not take place "months" after the deliveryIt took place 2-weeks after the delivery at most, because during those 2-weeks I was trying to resolve the issue with the delivery company directlyThe Ashley Furniture store assured me that the delivery company is responsible for the damage they caused, and never questioned the validity of my claims that our floors were indeed damaged during this deliveryI have not heard of any steps being taken to resolve this problem.In any case, at this point I am waiting for the first week of May to arrive so that I may pay the $(plus tax) difference, after which the exchange can take place
Sincerely,
*** ***

Hi there,I ordered the exact piece of furniture that was on the layout on the floorThe only difference that I wanted was the COLORWhat was ordered BY THE SALESMAN was the incorrect item, note the salesman was new and didn't know what he was doingThis item was not my fault as I ordered the exact sectional that was on the floorI even went to the store again and told them this was what I orderedYet again the salesman came that helped me the first time was going to order the wrong piece AGAIN until the manager came over and said he had already taken care of itThe fault was of the salesman NOT mineAfter speaking to the manager in the store he mentioned he ordered
the correct items, yet again as mentioned above items were delivered
incorrectlyThis has been such a hassle for me and my familyThese people don't have the curtsy to call and be on top of this orderI have been calling to make sure items will be delivered and items are correct and so on and yet again today 2/23/they brought in the wrong pieces AGAINThis is not my fault that these people are incompetentHow many months do I have to wait for the proper furniture to arrive? Also, how many days of work do I have to miss for these people to deliver the correct itemsAs you can see this was their fault, not the customer as the customer didn't go on the website to order the itemsI ordered what was on the floorPlease call me so I can clarify and explain the situationI shouldn't have to pay for shipping in the first place as they mentioned as this was their fault and that is why they keep going in circles again and againAs I mentioned I have missed days of work and would like a discount or check for the $that I missed from work because of themThis is just frustrating and so unacceptableComplaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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

The customer had a Furniture repair tech visit on 4/9/and identified that the customers center leg was loose and that the dust cover was not completely stapledThe technician tightened the center leg with additional screw supports and re-stapled the dust coverThe service for their concern
was complete on that dayThe customer called over a month later (May 23rd) stating that she was having the same issue with the center support and has been scheduled again for another tech visit on July 2ndThe company has done everything correctly in terms of providing service for the customers concerns well within a timely manner and has complied with the Technicians reports for resolving this matter

I would like to clarify for the record that *** *** initiated her purchase with us on 4/11/This sale was not placed 3/11/as she has previously statedJust like with all purchases made at Ashley Furniture Homestore, the ETA for merchandise arrival is generally 1-weeksIf *** *** took
a chance to review the terms and conditions dictated on the back of her receipt, she would see that we go on to elaborate that furniture may take up to weeks to arriveIf the furniture does not arrive within weeks of the time of sale any customer is free to cancel without penalty (full refund)All customers also have hours from time of purchase to cancel the order in it's entirety at no penalty! If a customer chooses to cancel their order for any reason (buyers remorse, extended wait time, furniture does not fit, etc.) AFTER that hour window, they will be assessed a 20% restocking fee and refunded the remaining 80% of their initial payment. I spoke with Sean, our store manager, regarding the specifics of *** ***'sHe states that the order was placed 4/and showed an ETA for 5/(this coming Tuesday).*** *** originally elected to pickup the furniture at our warehouse and to forgo a formal white glove delivery ($89.99)Given *** ***'s dismay, Sean went on to offer a free delivery @ no charge for this customers purchase*** *** deemed this gesture unacceptable and opted to cancel the order insteadAs previously mentioned, such action results in a full refund minus a 20% restocking fee.Thank you for taking the time to read this responseJake F*Operations ManagerAshley Furniture Homestore

The customer received her Tech visit on April 9th and per the actual Tech report here is what it states: Craftsman found the center support leg were loose and the dust cover on the box spring was not completely stapledThe craftsman tightened the center leg by using additional screws and re-stapled the dust cover to complete the repairsThe craftsman arrived at 5:09pm and completed the repairs by 5:30pmThe claim was reported as a manufacturers defect and was completed on the date of service up to showroom standardsThe customer sent an email on May 23rd stating that the bed center leg still has issues and she has been set up with another Tech visit for 7/2/She was offered by SAW the Furniture Repair Company June 3rd and she declinedThe Company contacted SAW to see if they had any earlier dates and was told that they do notThe Company is taking the necessary steps to resolve the customers issues by sending another Furniture tech to her homeThe company has acted in compliance to its policies and procedures regarding its year manufacture warranty specifically related to the customers claim

Please be advised that this customer did not make a purchase through the ***, CT store locationTheir purchase was made through another independently owned Ashley Furniture Home Store in *** ***Their delivery was also handled through *** *** which is not affiliated with the ***, CT
locationTheir complaint and request for a refund of their delivery needs to be directed towards the *** *** Market in which the purchase and delivery was madeThank you

The customer made a purchase of a sectional and per the  request of the customer it was ordered correctly in the store by the sales rep. Once the customer received delivery she stated that she wanted to change it to the opposite configuration. As a courtesy the Store re-ordered the sectional at...

no additional charge to the customer in the opposite configuration. The Store also refunded the customer for the cost of her delivery even though the sectional was ordered correctly the first time based on the customers request. The store also refunded the customer an additional $100 dollars as a courtesy for waiting for another sectional to arrive. Ashley Furniture took all the necessary steps to resolve the customers concerns by ordering a new sectional and refunding the customer a total of $200 dollars.

THIS MATTER HAS BEEN RESOLVED THANK YOU

The cus[redacted]er's merchandise is being picked up and they are receiving a full refund of their purchase.

The customer was spoke to numerous times in terms of their concerns and several options were offered to the customer in terms of a resolution. The customer has been offered the following in terms of rectifying the matter.$200 delivery refund, an additional 4176.53 dollar refund plus an additional...

$150 dollar in store gift certificate which brings the customers total compensation up to approx. $526.53. They were also offered the opportunity to return the bed for a refund. The company has offered a variety of resolutions to the customer and is willing to work with the customer in terms of resolving their concern through any of the ways offered.

Complaint: [redacted]
I am rejecting this response because: No such offer was made to us. Jerry C[redacted] after prompted by an additional email from me (dated on 5/29) has made an offer of an additional minimal credit along with the gift card in an email on 5/31. The $200 delivery refund spoken of here and in my emails with Jerry was due to me at the time they first attempted to delivery the furniture approciating 3 months ago and I haven't even received that.In Jerry's most recent email dated 5/31 he states he will give us a refund for the return of the bed. I have asked for the exact amount of refund in writing in my 6/2 email. I have yet to receive any word back from him. I responded to him a week ago. I followed up via email again today 6/9.I have little to no confidence that I will even receive a credit if I release the bed to anyone at this point. 
Sincerely,
[redacted]