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Ashley Furniture Homestore

Additional Locations

Phone: (830) 515-1400 Fax: (830) 515-1435 View Additional Phone Numbers 1431 Fm 1101, New Braunfels, TX 78130 http://www.ashleyfurniture.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ashley Furniture Homestore meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Ashley Furniture Homestore include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 511 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

511 complaints closed with BBB in last 3 years | 248 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 19
Billing/Collection Issues 19
Delivery Issues 107
Guarantee/Warranty Issues 32
Problems with Product/Service 334
Total Closed Complaints 511

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Ashley Furniture Homestore
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: August 04, 2004 Business started: 08/08/1994 Business started locally: 08/08/1994 Business incorporated 08/08/1994 in WI
Type of Entity

Corporation

Business Management
Jason Scranton, Customer Advocate Office of the President Sherry Dyer, Customer Care Manager Reggie Jacobs, Chief Operations Officer Jamie Schuetz, Customer Care Manager Shawn Seals, Chief Revenue Officer Connie Simmonds, Customer Care Manager
Contact Information
Principal: Jason Scranton, Customer Advocate Office of the President
Customer Contact: Connie Simmonds, Customer Care Manager
Business Category

Furniture - Retail Lamps & Lamp Shades - Retail Mattresses Television & Radio - Dealers Bedding

Alternate Business Names
Hill Country Furniture Partners Houston Furniture Partners

Customer Review Rating plus BBB Rating Summary

Ashley Furniture Homestore has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/1/2015 Delivery Issues
6/1/2015 Problems with Product/Service
6/1/2015 Problems with Product/Service
5/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered furniture on 4/4/2015. Promised delivery on 5/16/2015. Store now says furniture will not be available until sometime in June. Call to cancel order. After being on hold for 30 minutes was told that I could not get a refund without upper management approval. Upper management is conveniently out of the office for a week and cannot approve refund.

Desired Settlement: I want my money back. They never should have charged my credit card until the furniture was delivered.

Business Response: Dear BBB,

Please convey our apologies for the delays our customer experienced.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.   

Our customer has requested cancellation.  We are currently in the review process for his cancellation.  Once we have completed our review we will contact our customer to advise.

Thank you for bringing this matter to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because:  I am not sure what Ashley means by "just in time," but it clearly does not mean "deliver when promised."  The facts are clear: I ordered furniture on April 4, Ashley held on to my money for weeks and was unable to deliver my order on time, I cancelled the order, and now Ashley refuses to refund my money under some bogus pretense about having to "review" the order.  There is nothing to review, an immediate refund is all that is called for.

Regards,

***** ******

Business Response: Dear BBB,

A refund for our customer has been approved. The paperwork has been forwarded to our accounting department for processing.  The refund should be put back onto the customers MasterCard within the next 3-5 business days.

Thank you,



****** *****
Office of the President

5/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ashley Furniture is by far the WORST place to buy furniture. My husband and I went to buy a complete bedroom set for our master bedroom and a TV stand for the game room on 3/28/2015. Here is the HELL we are currently experiencing: 1. The Sales Representative Kana in the Katy store did not complete our order correctly. After spending 4 hours in the store, patiently waiting to complete our order. We wanted 2 full size mattress to make a California king. She ordered 2 California king mattress without a base. After 2 weeks of waiting for our merchandise, she called and said we needed to pay a difference of $795.00 to obtain the 2 mattress we wanted. 2. An additional two weeks later, we received the bedroom chest and bed frame ONLY. 3. The following week and a half we received 2 night stands ONLY. 4. One week later we received a California king mattress with no base. The California mattress was returned, since this was not what we ordered. 5. Five days later we received the 2 night lights and the base without the 2 mattress ONLY. 6. On average, we received 3 calls with an email and text per week to reschedule their delivery time. Its been 7 weeks of PURE DRAMA with Ashley Furniture. Here is an example: They were scheduled to deliver 2 mattress on April 30th between 10:00am - 1:00pm at 1:28pm a representative called and said the driver is on his way and is running late, so he will be at our house between 3:00pm - 5:00pm. At 6:35pm we called since no one came to the house. We were told that the 2 mattress and TV stand are in BACK-ORDER and will not be delivered until May 23rd. NOTE: Today is May 6th, 2015. 7. We were informed 14 days after our first delivery that we CANNOT return the furniture. 8. For the past 7 weeks we do not have a mattress to sleep and yet we are receiving bills for payments. 9. We have not received any compensation or courtesy call to help resolve this issue. If you are considering to buy ANY furniture from ASHLEY furniture, PLEASE do yourself the favor and go somewhere else!!

Desired Settlement: We need to return everything.

Business Response: Dear BBB,

Please convey our apologies for everything our customer has been through.

We have gone through great lengths developing the best ordering systems available.  These systems provide our customer with the most accurate merchandise availability predictions for delivery or pickup that can be provided it is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.

We are working with our customer to rectify the situation and get our customer her mattress.  I have informed our customer that I would be following up with her every step of the way, to keep her fully informed so we can get the furniture to her as soon as possible.

Thank you for bringing this to our attention.

Sincerely,



****** ***** 
Office of the President

5/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased $7755 worth of furniture January 1, 2015 to be delivered in March. Upon delivery in March we were called and told that a few items from our order were going to be missing. When the delivery came the movers scratched our brand new hardwood floors due to not placing the felt moving covers over staples. They had delivered the wrong bed. The table and chairs we received were damaged, and the remaining bedroom furniture did not work properly. A leg fell off the armoire and the drawers to our three dressers do not close all the way. We called Ashley and were told a technician would be coming out to fixed the damaged items (which they still have not as on May 1, 2015) and our bed would be delivered in one month!One of the missing items was delivered at the end of March. Upon delivery the movers dropped the piece and damaged it. We requested a new one. They said the replacement would be delivered the following week. Upon delivery the third time, they broke our wireless router and scratched the entertainment unit upon installation. We have called several times since then requesting a technician to come out and fix our damaged furniture (they have not). We have also inquired about our missing furniture and were told two different stories of it being shipped and then they did not have it in stock. After calling several times in April we were told by a customer service rep they would give us $100 store credit (what a joke after spending $7755) for all of the grief we have gone through. We told them to keep it and just deliver our missing items and fix the damaged pieces. As of today, May 1, 2015, we are out of $7755 for missing furniture and damaged pieces. This is quite a nightmare! We just want the correct furniture delivered in proper wor**** order with no damage to our existing furnishings. Is that so much to ask? I think not. Ashley Furniture will not return our calls, took our money, and have lied to us!!

Desired Settlement: At this point in time, there is a lack of trust for Ashley Furniture to maintain their end of the agreement and I have a lack of confidence the warranty we purchased will be upheld. My husband and I would like a refund and have Ashley pick up the damaged furniture.

Business Response: Dear BBB,

Please convey our apologies to our customer for the delay in getting his merchandise.

We are currently wor**** with our customer on a resolution.  I have been in contact with our customer and am scheduling an exchange of his bed as well as send a craftsman to his home for restoration of other items.

I will be in constant contact with our customer to ensure everything is taken care of in a timely manner.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because: my husband has spoken to ****** and she said this problem would be resolved, however a few days later when she called she could not provide a trac**** number for the items shipped nor had knowledge when they had been shipped, what items it included or when the delivery date would be. 

Regards,

****** ****

Business Response: Dear BBB,

Pleas convey our apologies for the experience our customer has had.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.  

We have contacted our customer and have restored the damaged pieces of furniture.  We have also replaced the bed as well as the dresser.  We have confirmed with our customer the repairs and exchanges were done to his satisfaction.

Thank you for bringing this to our attention.

Sincerely,




****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because: My husband is waiting on ****** to contact him to discuss compensation for our time, damages to personal property, and inconvenience.

Regards,

****** ****

5/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i returned the carpet that was defected back in march 20, 2015. I received an email from ****** ********* a customer service rep that i would receive a refund on April 14th and should take no longer than 7 business days. I called back on April 27th and spoke with Hazel and she said i should get the refund in 3 business days. I still do not have my refund of 242.75

Desired Settlement: i would like a complete refund and a copy of the credit card receipt emailed to me to show they have completed the refund. I no longer trust them.

Business Response: Dear BBB,

Please convey our apologies for the defective carpet our customer received.

Accessories are shipped directly from the vendor to our customer’s home via UPS or FedEx Ground.  We agree that furniture should be free of material manufacturing defects when received.   Accessories ordered brand new from the manufacture may be returned in showroom quality condition within 14 days for a reselection, this includes direct ship products as well. 

We have agreed to refund our customer the cost of their rug.  We are showing that a refund was processed on 04/27/15 to the customers VISA.

We have tried to reach out customer with no success. We will continue to try and reach out to our customer.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

5/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mattress set and mattress protector on 5/3. It was delivered on 5/12, when I opened the mattress protector, I noticed that it was more like a fitted sheet, which isn't what I thought I had purchssed. I was looking for a mattress protector to enclose the entire mattress. I called on 5/12 and left a message. I called on 5/13 and explained that the item isn't what I thought it was and asked if I could return it. ******* said she had to ask the sales manager. She called me back and said the sales manager said my receipt clearly states I purchased a mattress pad and I can't be reimbursed. I told her that what I purchased isn't a mattress pad,the packaging says mattress protector but it is not the type of mattress protector that I need. It hasn't been used. I wouldn't know that it was wrong without opening it. At purchase I mentioned to the sales rep that I would order one from Amazon and I was told my warranty would be voided if I used another type of protector and something happened to my mattress. I now wish I had just ordered elsewhere because I wouldn't be out $100 and I would have exactly what I want.

Desired Settlement: I paid 89.99, I want my money back.

Business Response: Dear BBB,

Please convey our apologies for the experience our customer had.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with a great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events. 

We have credited our customer for the mattress pad in same manner in which she paid.  This took place on 05/17/15.  The refund should be reflected on their account within 7-10 business days.  Some credit card companies will hold the funds 3-5 days before releasing them to the customer. 

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

**** ****

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 11th I purchased over $3,100 in furniture from Ashley Furniture. I never once received a phone in regards to my order. I called the Sales Manager ***** on three different occasions in regards to the status of my order. My last phone call took place on 3/29/2015 when he informed me that all the pieces looked like they were in the warehouse. He stated that he would give me a phone call the next day and that call never happened. I then received a phone call on 3/31/2015 from someone in customer service and she informed me that the furniture that I had paid for was not going to be available until 5/16 and 5/17/2015. She stated that I could come out and reselect seeing that it was so far off. I went into the store on 4/3/2015, and I received help from the sales that had helped me prior to my purchase (****) and I was able to find something that day off of the floor. There was a sale going on and I received an additional 10% off. I was promised that my furniture would be delivered on 4/11/2015. However, I had not received a phone call from Ashley furniture and I called them on 4/9/2015 at 8:00 pm and spoke with someone in Customer Service and asked was my furniture going to be delivered. She then informed me that my living room set would but there was a delay with the bedroom set, and that it would not be out for delivery until 4/14/2015. And at this point if my items are not delivered I just want my monies back. She then stated that the order could not be canceled because the time frame for cancellation had passed. I stated how is that when I have not comprised my order and that I have been without furniture for over a month. She went on to say that they are going to get my furniture they are just having delays with my shipment. Now how are there any delays when I purchased items off of the showroom floor. Was suppose to receive items today however, there delivery truck broke down and rescheduled for tomorrow. This company is the worst.

Desired Settlement: There should be an additional cost taken off for such an inconvenience, and a apology. They have had my hard earned money for over a month now and I am not in possession of any of the merchandise I purchased. Honestly, I would rather just receive all of my monies back and cancel the order. I hate to give my money to such a place that shows lack of condensation for their customers. They have no empathy for the situation that has placed me and my family to be without anywhere to sit.

Business Response: Dear BBB,

Please convey our apologies for any inconvenience our customer has experienced.

We are constantly working to develop and maintain the best customer service standards  in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.  

We are attempting to reach the customer directly to resolve.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********



I am rejecting this response because: I have played
phone tag with ****** at the President's office for the past four days. I went
into the home store located on 59 N on Saturday to reach a resolution. However,
it is Thursday and I have not heard anything from the home store where I made
the purchase. I have made four trips to Ashley Furniture in regards to this
issue that started on March 11, 2015. I feel there is no excuse for the lack of
communication that has been exercised throughout this entire process. I am
still without a bed and this is just ridiculous and I continue to hold faith in
a company that disregards me as a customer. I have made reselection twice. I
have came in to speak with someone in regards to this issue on various
occasions and I am still here. I have just been in an utter disbelief because
there is no way a company can be okay with treating their customers in such a
manner. I came into the home store and spent over $3100.00 and I feel like a
fool for trusting that a company could and would behave in such a manner. I
just wanted my furniture and I have waited on this moment on four different occasions.
I was to receive my furniture on 4/11/2015 however, the truck broke down and
that was another delay. finally received my living room set on 4/12/2015 but
there was no bed included in the delivery. Went back to the Home store on
4/16/2015, and was promised a delivery for the 18th of April. Received two
phone calls, one stating that I would need to come in and reselect, and another
from a delivery driver that stated my items were out for delivery. However,
after waiting two hours I called back 4 times without him answering. The final
call he answered and then apologized that my order was not on the truck. Now, I
informed him when he first called that I received a phone call and that I was
told to come out and reselect. He stated that was on the way and that someone
needed to be there. This honestly has been a nightmare. I came out and
reselected on 4/3/2015 and I still awaiting a refund that was only suppose to
take two weeks to sent out to me. I could go on and on because this has been a
headache. I will state that ******* and **** in Customer Service were very nice
and understanding. However, the initial salesmen ***** who is a manager never
once offered an apology or even tried to assist me with my issue. I am pretty
sure that their commissions have been paid, but here I am still stuck without a
bedroom set. I just want this to be over. If I request a refund I am still in
the same predicament and that is stuck without a bed. I have a little over $800
still with Ashley furniture, and when I went in on 4/18/2015 to reselect for a
second time the Floor Manage made me feel as if I was a problem until I asked
her if I need to move while she spoke with Customer Service in regards to my
issue. There was a bed that I selected that was a set and I asked for my inconveniences
could she offer me the set at a reduced rate and she said no. I did not argue
she gave me the bed at a reduced rate and I took the deal. However, that was
Saturday and I was promised a phone call on Monday from the store due to
manifest showing that I still was on the list for a delivery, and that once
that came off my bed would be delivered and that someone would be in contact
with me. Other than ****** I have heard nothing. I will like to note that I am
seeking other consumer affairs that can also be of assistance in this battle
that I am having in regards to merchandise that I have paid for almost two
months. My sell was dishonest from the beginning and I still being given
dishonest service. My first time purchasing from Ashley was in 2012 and it was
nothing like this. I am a repeat customer, however after the closure of these
findings I will never ever return to such a disorganized company. Sleeping on
my brand new living room set because I have been without a bed since 4/11/2015.
I suppose that is fine to company that already has monies in their pockets. I
will tell all my family and friends to not purchase from Ashley. After I made
this purchase and my nightmare began I saw that there are many customers with
the very same compliant. I just find it ludicrous that no one cares. But I will
say thank you for making my furniture purchase one of the most horrible
experiences ever.

Business Response: Dear BBB,

We have made contact with our customer and are working towards getting her the merchandise as soon as possible.

Thank you for bringing this to our attention.

Sincerely,



****** *****

Consumer Response: Complaint: ********

I am rejecting this response because: I am speaking with Mrs. ***** and she is truly trying to make this situation right. However, after speaking with her today. The Home store in Deerbrook has once again dropped the ball in regards to my situation. They never put my order in and I still awaiting a refund that was sent in on 4/3/2015 and I was informed that it took two weeks for a refund to process and it will be a month on Sunday. The bed that Mrs. ***** was going to have delivered was not the bed that I had chosen during my 2nd reselection. It will be a month that I have been without a bed and I feel that I am at the point of no return. Mrs. ***** did state that we would speak of some type of compensation after the furniture has been delivered. But I am asking that Ashley Furniture move forward and process my refunds (the funds that were not used on 4/3/2015, delivery fee refund that was returned to me on 4/10/2015 and the amounts due after the reselection on 4/18/2015) and compensate me with the complete bedroom set that matches the bed that I had reselected on 4/18/2015 and have it delivered no later than 5/10/2015. This would make me a satisfied customer after dealing with this nightmare at hand. I hope that this resolution is obtainable and can be done so that this compliant can be closed out and I can once again enjoy my furniture that I have purchased from Ashley. I am a repeat customer and I truly find that quality of the product is exceptional and before this situation the customer service was a 10. Again I want to say thank you to Mrs. *****, ******* and ****e for truly trying to help me in this horrible situation that has come about.  
Regards,

******* ******

Business Response:

Our customers furniture was delivered on Saturday 05/02/15.  I have submitted the $318.25 refund along with $107.83 which was originally to be an in store credit, however offering as a refund due to her experience, totaling $426.08 for a total refund.  The compensation our customer is requesting is still being processed. 

 

I tried reaching back out to our customer today to follow up on the delivery and to inform of the refund.  Also to discuss compensation.  I will try again tomorrow to reach our customer.

 

Thank you,

 

Consumer Response: Complaint: ********

I am rejecting this response because: The amount that is being refunded was not to be a store credit because the amounts refunded were given because after my 3rd reselection and this was the amount left after the purchase was confirmed. Also I spoke to the a Customer Service Rep on yesterday and it was confirmed that the Delivery fee was to be refunded as well, and Mrs. **** had informed me that she would be sending out an additional in-store gift card for the inconvenience outside of the monies that I spent. I do not understand how can one assume or try to make one allocate their unused monies due to their companies mishaps. I will close out this compliant once the funds in the amount of $578 are released and I receive the gift card for an in-store purchase in the amount of $150. I do want to say Mrs. **** has been very diligent and concerned with my situation and has made things happen in this nightmare of events that have taken place. Thanks for being a mediator in this situation.   

Regards,

******* ******


Consumer Response: Complaint: ********


I am rejecting this response because: This is my issue with Ashley Furniture and I have received the store credit for $150.00 however the lack of communication is quite annoying. I was refunded the 318 because this was the lesser price of my purchase after completing my first reselection. After going in to see my why my furniture was not delivered I was given a refund for the delivery in the amount of $150. After going back in for my 2nd reselection I had funds that were left. Now it is not my fault that Ashley Furniture is not in the business of promoting effective communication. This response was placed on 5/6/2015 and took almost 10 days for your company to reply. When I last spoke to Mrs. **** I informed her that there was an additional amount that was not in the amounts that she had given and her response was that she did not see it and that I would need to contact the store. On that day I made contact and was informed by a CSR who I cannot recall her name, and she informed me that it was just being sent over to finance as well. I thanked her and ended the call. Therefore I am not asking Ashley Furniture to give me anything extra outside of the monies that were being returned to me for the various circumstances that took place throughout the time of purchase until I contacted the BBB. Also I would like to note that the store credit will not be utilized, seeing that after this experience I will not ever shop at Ashley Furniture again. So I think that it would be vital if you all spoke with ****e and the Floor Manager in regards to the refund due in the amount $150.00 for the delivery. I would be very obliged and I thank you for your cooperation into the matter, and this responses further lets me know that your company as whole are not truly concerned about the consumer it is only a concern about making a profit. So please refund me the amounts that I have stated which are the $318, $150 and the $107. I have no reason to fabricate in regards to this issue, I would like to send you all back the store credit because I stated earlier I will not be using it ever. Your company is the worst when it comes to dealing with customers after a sale has been finalized. Mrs. **** was very nice, as well as ******* and ****e, however please make note I am not asking your company for anything other than what was told me. I have the copy of the information and once I get home I will upload the document stating the additional refund of my monies spent not your companies. You all have not given me anything, these are funds that I spent at your store and it is being disbursed back to me based on the fact that there were wholes in your company upholding delivery dates and them damaging merchandise.


Regards,

******* ******

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A little over month ago we spent 5k there, on a entertainment center, entry way table, matching side table, & a king size adjustable gel memory foam matteress, it took over 2 weeks for them to deliver & they have messed up since !!! Everything was reported the day they delivered furniture but theres no records now??? CLIFF IN HUMBLE IS WHO WE SPOKE TO & HES OUR SALESMAN and the ISSUES STILL are happening, and they have been out here 4 times! The end table was broke, along with the hinge on the side table, STILL waiting on those repair pieces, they never brought the sync cord for our matteress. They left the extra pier out on my front porch for 2.5 weeks!! They were supposed to come today to bring the sync cable and pick up the pier, and guess what they only picked up the pier. Oh and the right pier they brought is BROKE! The light socket is all broke and doesn't even work. They have made 4 trips out here 4! Now they are aaying the technician that came out and inspected my tables just ordered pieces, and they aren't replacing my table like that technician told me, he told me it HAS to be replaced because if he tried to fox it it would break and that he was ordering me a new entry way table. So why is he only ordering pieces for the drawer to come back to break it???? Ive already said it they have came iut 4 times i STILL DO NOT HAVE my sync cable for my matteress, my side table is still broke and doesn't close, the oier on the right side of my entertainment center is still broken and doesn't turn out, and the drawer on my entry way table is STILL broke. When i asked *** at corporate why they never showed up or called last week for the appointment and for me to mis work again he said there was no record, when I have records on my phone for confirming the appointment!! & then proceeds to ask why I keep missing work for them to come out that they're our here 6 days a week, when I told him I don't have a day off I am a full time student and full time employee and full time mom he had nothingelseton

Desired Settlement: I want a new entry way table that was promised to me, I want my entertainment center fixed, I want my cable for my bed and I want my side table fixed in 1 single trip, not 5 more!!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

We have contacted our customer and are going to be replacing their Entry table as well as restoring their pier light and the side table hinges.  

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

5/15/2015 Guarantee/Warranty Issues
5/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a mexican citizen I am supposed to get a tax refund if I make a manifiesto with my purchase ticket. I did that on february 2nd and they said I would get my money in 2-3 business days. A month later and still no deposit in my debit card. I went back to the store and they told me the deposit wasn't made because I wanted store credit (that's a lie because the asked me my card number to make the deposit). They made the change in their system and I was supposed to get the money back in 2-3 business days. I'm still waiting for the money, it's been three months since the manifiesto was made. I want my money back, every time I go to the store is a trip from Mexico and I don't want to waste more of my time.

Desired Settlement: I want my money back.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience we may have caused our customer.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed/refunded correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  

We have researched the issue and show that we have successfully refunded our customer in March.  We have emailed our customer directly as they have an out of country phone number.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

5/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought 11 items from Ashley furniture on 07/04/2014 under one year manufacturer's warranty. Out of them, the dining table has a manufacture problem I noticed a couple weeks ago. Then a technician from ashley came to inspect it. He took photos and told me it is a manufacturer issue and the company would take care it of it. I waited for the call but I did not get any response from them. And when I called they told it was because of use and I have to pay $197.00 to get it repaired it. When I reminded them of the manufacture warranty they rudely ignored it with discriminatory attitude.

Desired Settlement: I want them to repair it as per the manufacturer's warranty.

Business Response: Dear BBB,

Please convey our apologies to our customer for any warranty confusion.

For one year after delivery, we will repair furniture that is deemed structurally defective by manufacturing standards, without charge.  The limited warranty applies only to the furniture that has received normal in-home use and proper maintenance.  Defects resulting from abuse, alteration, amateur repair, fire or negligence are not covered under the limited warranty, nor does it cover the normal aging and wear which takes place during use. 

Our customer has had the furniture in their home for 9 months, before reporting any damages.  Our trained Master Craftsman went to our customer home and determined this is not a manufacturing defect.  We stand by our decision based on these findings.  As a gesture of goodwill, we agree to cover half the cost of labor with the customer.  Our customer has declined the offer.  

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response:

Complaint: ********

I am rejecting this response because:

Dear ****,

Yes, I would like to reject the offer of the Ashley futniture to pay half the labor cost. Because I firmly believe that the defect is related to the manufacture than to the use or the ageing. As per the one year manufacture warranty policy, I want them repair it .





Regards,

****** *****

Business Response: Dear BBB, 

I apologize we have not met our customer's expectations.  We have sent our trained master craftsman to their home to secure a professional evaluation of the furniture. Upon inspection, the damage is not due to a manufacturing defect. 

Although this is outside our normal guidelines, we are willing to offer our customer the parts at zero cost and pay half the labor charge.

Sincerely,



****** *****
Office of the President

Consumer Response:

Complaint: ********

I am rejecting this response because:

Dear BBB,

Thank you for your co- operation. I don't know why their craftsman took a double standard. While inspecting he told me it was a manufacturer's defect and so the company would take care of it but he reported the opposite to the company. Though I appreciate their offer but I can't pay $ 95.00 for one hour labor charge as they said. After all it's a manufacture defect and I am claiming the one year warranty policy due to which I bought the items from them.


Regards,

****** *****

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The issue involves several employees of Ashley's Furniture. First, the sales associate misled us into purchasing top of the line mattresses that did not accompany the bedroom set that was sold to us. They had a financing system that involved 4 different lenders to make this purchase happen. We also were required to pay money down towards the furniture to get the contracts going. We were sent home with 4 sets of documents that itemized our purchases. The delivery date was set up the first time for April 3, 2015. No time was confirmed and so that day we took off of work and sat around and waited on Ashley's and never heard from them, about 6pm I made a call to customer service to discover that "someone" changed our delivery date and they claim we verbally agreed to the change, which was a lie. We sat around waiting on these people all day. Time wasted. The next delivery date was set up for April 10, 2015. The day prior I received a call from customer care confirming our date and we went item for item on what was being delivered. we had one item on back order and that was the sync cord that goes with our mattresses. there was no date set up. On that day a representative from Ashleys was there waiting for the delivery truck to ensure the process went smoothly, only to discover we were missing the footboard and railings to the bedroom set, Ashley's claiming we never ordered it, and that all the items that we ordered were delivered. According to my original documents, we all discovered I did order the complete bedroom set, but again "someone" deleted the bed railings and the footboard to the bed because it wasn't going to fit the mattresses we purchased, but no one from Ashley's let us know of this deletion. so the fix to this issue was to go to the store the very next morning on April 11 to reselect furniture that would fit my mattresses, they had a manager on duty that was going to help me and told me to walk around and pick another bed set, but I asked him to show me the bed sets that would fit my mattresses since that was the issue in the first place. so once he did he claims to have shown me a set that was equal price, he was going to get paperwork accomplished call me back to sign and set up exchange. THAT NEVER HAPPENED. NOONE CALLED ME UNTIL WEDNESDAY APRIL 15. only to discover that nothing was accomplished and the price had increased. I contacted corporate office to try and resolve these issues and nothing was moving forward. On April 17 I attempted a call to corporate office to ask for a full refund and explained all the troubles and someone was supposed to call me back and never received a call back. On April 20, I called and stayed on the phone with corporate for 2hrs 30 mins where a I spoke with Lillie Andersen and she was helpful, however her supervisor continued to deny my full refund for no reason and I had already been through hoops with those people. I went to the manager named connie and she finally approved my full refund. since April 20, I have been awaiting a pick up date for this furniture. On April 29, I had a scheduled time of 4:30-7:30, NOONE SHOWED UP. I CALLED SEVERAL TIMES TO ASK FOR UPDATE AND WAS TOLD THEY WERE RUNNING BEHIND. it was 8:45 pm I finally called and let them know it was too late and I was at an inconvenience with continuing to wait on them. I am finally scheduled for 5/1/2015 for pick-up but unsure if they will show up again.

Desired Settlement: I want this to be resolved asap! I have waited long enough, I have been as patient as possible. all their creditors are expecting payments of items I have not been able to use because of their error and they continue to procrastinate. I expect full refund and this furniture to be picked up out of my home....they have this headboard just leaning against my brand new walls. I expect someone to be held accountable for all of this.

Business Response: Dear BBB,

Please convey our apologies for the experience our customer has had.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations.   We value our customer’s feedback and will thoroughly examine the described events. 

We have agreed to return the merchandise for a full refund due to the experience our customer has had.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because: this issue still remains.  The furniture is still in my home.  Ashley's has attempted to pick up the returned furniture on 29 April.  I was given a time frame of 4:30-7:30pm.  When the time exceeded, I called the customer care line and was told they were on the way.  I called back around 9pm and received the same message, but insisted on a reschedule.  I had already missed the first part of my shift for work waiting around for the delivery truck to pick-up.  The date for the second reschedule was 1 May and I was given the same time frame of 4:30-7:30pm.  The time exceeded again, when I called the customer care line and was told I was route 13, and they were on route 11.  I called back at 9pm and was told they were on the way.  It wasn't until 10pm my husband received a call that the driver was 1.5 hr away from our house, which would've put the delivery truck at our residence at 11:30pm, which was not a reasonable time to have strangers in my home especially with a timeframe of 4:30-7:30pm pick-up time.  I now have a THIRD scheduled pick-up and requested to be the first pick-up, I was told no.  There are no guarantees on the time frame and they can only suggest.  I have been put at an inconvenience throughout this entire furniture purchasing task, from the selection, to delivery and now the return of the items. I've had to miss work on several occasions to sit around and wait.  In the meantime, NO REFUND HAS OCCURED.  until the items are received they cannot do the return and the refund.  I'm also stuck paying the different finance companies they used to avoid a negative impact on my credit history.  The refund was approved on April 20 and its now 3-weeks later.  Unacceptable.

Regards,

**** *******

Business Response: Dear BBB,

The pick up of furniture has been completed.  We have attempted to contact our customer after pick up to confirm.

We appreciate your help in this matter.

Thank you,



****** *****
Office of the President

Consumer Response: Complaint: ********
h
I am rejecting this response because:The refund process is not complete.  The furniture has been picked up and I was given calls throughout the day up to the delivery truck arriving.  My accounts require adjustments and I am still owed a refund to my debit card.  Considering all that has happened from the selection to the furniture, delivery of the furniture, the re-selection of the furniture, the 3 weeks it took once the refund was approved has me on edge as to when my accounts will be fully complete and up to date.  I do not want to take any more chances in trusting that Ashleys Furniture will do the right thing because I have given several chances and have been let down.

Regards,

**** *******

Consumer Response: Complaint: ********

I am rejecting this response because: I am still awaiting to completion of the refund process.  I require updated contracts, payments adjusted to the creditors, and a partial refund back to my card for what I paid out of pocket. 

Regards,

**** *******

5/12/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service failed to inform us our couch would be delivered late. They would not return calls or would hang up the phone when we asked to speak to the supervisor. when they delivered our couches they did not handle them properly and damaged them. The couch is a sectional and they were not connected properly. My husband called and spoke with the district manager who was going to give us a call back in a few days but he did not. We have been trying to reach someone and get resolution for 5 months and the most they would give us is $150 off our next purchase. We do not believe this is sufficient compensation for all our troubles and suffering.

Desired Settlement: Receive $500 back on damaged merchandise pain and suffering, belated delivery, and repair damaged merchandise.

Business Response: Dear BBB,

Please convey our apologies for the miscommunication our customer has experienced.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with a great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.  

We have contacted our customer and addressed their concerns.  We are also compensating our customer for the inconvenience they have experienced as well.  We will be issuing the compensation in the form of a check and gave a 1-2 week expectation for the check to be processed and mailed.

Thank you for bringing this matter to our attention,

Sincerely,



****** *****
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

5/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered over $4,000 worth of furniture on 04/06/15. Furniture was delivered in poor condition, scratched, and my daughter bed they could not locate hardware so they stated they would return with hardware. Never showed up. Contacted customer service and they stated they ordered the hardware and they sent their team out again to try to put my daughters bed together. Unfortunately, again they were not able to because they ordered the incorrect hardware. Today is 04/30/15 and still they have not corrected the problem. I have pictures, emails and text messages promising to fix the problem and nothing has been resolved. I asked for my money back and they do not respond.

Desired Settlement: I would like a full refund. The items delivered is not what I ordered and I have been addressing my concern since day 1 with this company who seems to keep pushing me off.

Business Response: Dear BBB,

Please convey our apologies for the experience our customer has had with delivery.

We will gladly process cancellations within 48 hours of sale being written without penalty and issue you a full refund. If you wish to cancel your purchase AFTER 48 hours we will gladly assist you with a re-selection only. The re-selection much be equal to or greater than the original purchase amount. 

As a gesture of good will, for the issues our customer has had;  we are approving the full return and refund of their sale.  Currently we have the return scheduled for 05/08/15.  The refund should be reflected on their account within 7-10 business days after pick up, if they receive their statement electronically.  The refund should be reflected on their account, after pick up within one to two billing cycles, if they receive their statement in the mail.  

Thank you for bringing this to our attention.

Sincerely,



****** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID
********, and find that this resolution is satisfactory to me. However, the
date they are telling me they will pick up does not work for me as previously
communicated. I am off Saturday and Sunday. Ashley’s should work around the
customers work schedule, especially when they have wasted my time. I have been
disputing the transaction since day 1, so this was not a good gesture from this
company. This company dropped off furniture that could not be put together a
month ago and is still sitting in pieces in my home. This company has done nothing
for me but cause me stress. I purchased a brand new home and this was suppost
to be a fun experience but instead it was a nightmare.  



Regards,

****** *******

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unfair consumer policy: My husband and I purchased some furnishings at Ashley Furniture last 4/20/2015. Apparently, the merchandise was not available at the time of purchase and they will not able to deliver our order not until 5/22/2015. So, my husband and I decided to look at other store with Rooms to Go on 4/25/2015, and luckily they have available stock for our purchase. The following day, 4/26/2015 we went back to Ashley Furniture to request for a cancellation, but they refused as they claimed they disclosed their 48 hours cancellation refund policy. They insisted that they can't cancel our order except to re-select for a different furnishings. We told them that they're selection is limited and the style we want is not available at their store. The receipt or invoice they issued to us was not even printed on the receipt with such policy.The total merchandise purchase is $2409.91+$349.29(delivery charge/tax) for a total sales order of $2759.20

Desired Settlement: We want to have our contract cancelled as the merchandise we purchased have not been delivered yet as the it is not available yet. Apparently, Rooms to Go have a better deal than Ashley Furniture.

Business Response: Dear BBB,

Please convey our apologies for the delay in furniture.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.   

Per our terms and conditions; we will gladly process cancellations within 48 hours of the sale being written without penalty and issue a full refund.  If a customer wishes to cancel their purchase AFTER 48 hours we will gladly assist them with a reselection only.

As a gesture of good will,  we have processed the cancellation.  We have informed our customer of this and apologized for the merchandise availability.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I even spoke to Ms. ****** and agreed that the transaction will be completely cancelled. They even refunded the partial payment we made already, and it was credit back to our bank card.

We're truly grateful the help you provided by assisting us to resolve our issues against Ashley Furniture.


Regards,

******** *****

4/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/14/15 i went into the store in Sugar Land and purchased $2674.68 in furniture (3 bed frames, 4 night stands, pub table, & 6 table chairs) and everything was to be delivered on 3/19/15 between 3pm and 7pm. I took at half day off of work (missed 4 hours @ $37.50/h for a lossed income of $150.00) to be home for the delivery crew. Around 6:50pm i made a call to the Customer Service number i was given to ask what was going on with the delivery. After being on hold for some time i was informed that the drivers are 3+ hours behind and they were "shocked" i didn't get a call already. Said i have not been contacted and they confirmed the same. I was informed that the delivery drivers would be at my home around 1011pm that night and they were going to refund my delivery charge for the inconvenience and a check would be cut on 3/20/2015 as they cut checks every Friday and the worst case it would be cut on 3/27/15 if it didn't get approved by the 20th check run. Got a call at 9:55 from an automated system saying the delivery drivers would be at my house in 10 or 15 min's. About 10:35 the drivers showed up and got everything setup but we noticed that one of the 4 night stands were damaged and fixed poorly, the driver said that he could leave it but it would take 34 wees to have it replaced or "I cant mark it refused and have a replacement out to you tomorrow on my way home around 67pm seeing i live down the street". I said no problem just deliver it tomorrow. Driver was done by 11pm. I have been calling daily for 2.53 weeks and the story always changes FINALLY got my delivery refund check just a few days ago (took 30 days not a few as they claimed every call) but i still dont have my $149.99 nightstand. Finally someone from corp called me and he was the one who was able to get me my check but he stopped calling back and i dont have his number. I have been promised my night stand and "something to make up for our failure" and that has not happened. I still need to buy more furniture but i dont know if i can trust them. Please help me get my night stand i paid for....

Desired Settlement: For starters i want the nightstand i paid for to be delivered as soon as possible. If that happens we can call it a wash. But if they want to gain my future business as they have informed me they do i need something in return. I have informed them i need the rest of the matching bedroom set, area rug, entertainment center, 34 lamps, coffee and end tables, etc for my new house. If they want my future business they need to recover my lost income for taking off work as well as something towards the purchase. I made an offer before to keep the delivery charge they refunded and if they take in account my lost income it would cover the rest of the matching bedroom set and just deliver that with the night stand but never got a reply. The ball is in their court they can handle it as they see fit but i must get my matching night stand or this will have to go further.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability and damage.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  We value our customer’s feedback and will thoroughly examine the described events.

We have contacted our customer and completed delivery of the nightstand.  As a gesture of good will we have also agreed to provide an additional store credit by way of gift card to our locations.  Our customers satisfaction is important to us.

Thank you for bringing this matter to our attention.


Sincerely,


***** ********
Office of the President

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I received the missing product last night and the company claims to have mailed out a small gift card to use in a store.  Once the gift card is received this resolution will be satisfactory to me.

Regards,

******** *******

4/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Went to Ashley Furniture in ******** on 03/21/15 to look for a new bedroom set, spoke with a new sales person ******* very helpful saw a couple of options but wanted to do a little online research first. Came back the next day to speak with ******* about a bed advertised on the Ashley website, they didnt have the on the store floor, looking at he bed on the website it appeared to be a nice quality bed so i purhased this bed and a new mattress total came to $966.88. I had to wait 2 weeks before the bed could be delivery do to what was avaiavlbe and my schedule. Bed was delivered on 03/27/15 around 1230 delivery guys were nice and fast, upon the bed being put together immediately went to the store because the qulaity of the bed is not what i excepted compared to the beds in the store. At this point the run around begains. I was told that i had to wait 24 hrs before i could consider returning the bed and the mattress would have to be still in the plastic per manage Mr. ******. I told him that once the bed was put together the delivery guys removed all packaging and plastic there for the mattress has no orignal packaging, Mr ****** states that that is what there suppose to do..I went back on 03/30 to reselect a new bed and mattress which i upgraded to king instead and once again Mr.****** states that some paper work would need to submiited to coroprate to see if they would take the mattress back. Called again and went to the store on 04/1 only to found the Mr. ****** was out and no one could give me an update.I have been with out a bed for 3 wks instructed not to sleep on the mattress. I have read the return the policy you have 72 hours to notify them with any returns or problems.

Desired Settlement: I would like for them to take the bed and the mattress back and allow to choose a differnt bedroom set. which i have which also cost $2000 more that the orginal choice. With the same style mattress just the king size.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by our sales terms and conditions .

As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.

We have made attempts to reach our customer directly to verify that we have fully understood the details provided, but have not yet had a response at this time.  We understand that our customer is dissatisfied with the mattress purchased, while we are unable to return the mattress, if our customer wishes to purchase another mattress, we are willing to provide a discount on the new purchase.

Thank you for bringing this matter to our attention.

Sincerely,


Jason Scranton
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

******* ****

Consumer Response: Complaint: ********

I am rejecting this response because: I have been sleeping on the floor for almost a month since this the delivery.  The store manager ****** had no care about customer service i heard he say to one of the sales person its all about numbers and accepting a return would look bad. Upon receiving the bed i immediately went to the store and spoke with the sales person and the manager that i was dissatisfied with the quality of this bed. I was told by the store to not sleep on it while its in dispute.The mattress hasn't been slept on or touched. If i had known that  it would be this hard to return something to Ashley Furniture i would had told the delivery guys not to remove the plastic. There is nothing wrong with the mattress has for a just looking at it. I almost feel like ordering a mattress from Ashley furniture is like we finally sold a mattress. I have since bought the same mattress but in a king from Ashley furiture and hopes that this will be resolved. If i can get this resolved i will contact your local new station and mines

Regards,

******* ****

Business Response: Dear BBB,

Thank you for provided us with our customer’s update.

As stated before, we were previously unable to reach our customer to discuss the details.  Since that time more information has become available.
 
Normally, we are unable to return this mattress under these conditions.  We have no way to substantiate if a mattress has been used or not once it has been removed form packaging and have been in someone’s home outside of our supervisor.  For this reason we are required to consider it “used” and we are not licensed to sell/resell “used” mattresses at this time.  Nor will a manufacture accept return of the product under these conditions.  

Given the circumstances our customer has been authorize to return the mattress as a one time exception.  Our customer may contact us at their convenience to schedule the return (###-###-####).

Thank you for bringing this matter to our attention.

Sincerely,



***** ********
Office of the President

4/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 pieces of furniture at the Ashley Furniture location in *********** ** during their Black Friday Sale Nov 28, 2014. It is now April 9, 20015 and I still do not have the furniture.The original date for store pic-up was January 24th. That dates passed with no communication from the store. I called after that date on several occasions and was told the items had not yet arrived. On March 24th I was told by the service manager **** that the items would be in March 26th for part of the order and Aoril 2nd for the remaining item. I went to the store on March 26th- nothing was available. April 2nd I went back to the store and still not available. I contacted the Ashley Furniture customer service email. I explained the situation. I received a phone message stating the items would be available April 9th guaranteed. I called again today and now being told next week. That might be believeable except "next week" is the answer I have been told since Jan 24th. At some point "next week" needs to actually be true. During 2 different conversations at *********** location I have been told that I need to understand Ashley is a high end furniture supplier and I cannot expect the same kind of prompt service when I am only purchasing low end items from their Black Friday Sale. I am sorry but I did not see any notices posted in the ad or at the store notifying me to "expect poor service because of reduced price." Customer Service should be equal straight across the board. Service and truth in sales should be expected at any price point. **** told me that the next purchase I make at Ashley if it is over $1000 I can be assured to receive prompt attention. My purchases in two separate orders totaled over $500.I do not understand how it is ethical business practice to accept money for items but not deliver items for 5 months and counting. I either want my merchandise or I want a cash refund- not store credit as I WILL NEVER shop in Ashley again with their price vs service discrimination.

Desired Settlement: I want the furniture available for pick-up within the next 7 days or I want a full cash refund. I do not want a store credit or another $100 gift card towards future purchases. A gift card for the future without resolving the current problem is worthless. I have already told all who I have spoken with I will not shop at Ashley in the future so a coupon is not acceptable.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are also constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events.

We have made several recent attempts to speak with our customer directly to discuss these events but have been not yet made contact. The two orders placed with us are currently available for pickup at the store.

Thank you for bringing this matter to our attention.  

Sincerely,


***** ********
Office of the President

Consumer Response: Complaint: ********

I have to work for months through the local store in *********** ** and was told continual incorrect, even offensive, information. It was ONLY since I contacted the BBB that "suddenly" my items were available for pick-up. How sad that a business can only provide service when it becomes a matter of public complaints through the BBB.   

After the original pick-up date of Jan 24, 2105 passed no employee of Ashley provided updates on the order status for more than two months. I had to go into the store multiple days, make repeated calls, emails to customer care. During this time I was told by the customer service manager "If my future Ashley purchases are in a higher price point I can be guaranteed improved service."  I was told repeatedly Ashley does not invest time into fulfilling pick-up orders of sale or clearance items. At the time of purchase that view of customer service was not explained.  Service should be equal without regard to price point. Our future furniture purchases will be made elsewhere since Ashley does not provide this equality.  As with this purchase, we make frequent furniture purchases to give free of charge to others. When we are making donations to people in need of new furniture I do not appreciate such rude service by a store.

At pick up I was given my items and additionally other customers' furniture as the front office made yet another mistake. I was the one that pointed out the error. The employee said "you should not have said anything that way you could have received free furniture."   The honestly and integrity of the store is dreadful.  I am an honest person and only picked up the items that I purchased. 

In total we waited nearly 5 months for items that were promised to us months prior. The day I went to pick-up the items  I was told in store that the ONLY reason the items came in was because a complaint was filed with BBB and this provoked a speedy response from the company outside the local store. 


That is a pitiful way to maintain a business.   Contrary to the President Office claims,  attempts to contact me were not initiated  by any employee of the store until I contacted the BBB. 

I have picked up the items and my dealings with Ashley Furniture have ended. However the issues were not a slight misunderstanding that can be nicely tied up in a bow by the escalation office.  My time invested in months of trying to receive the items I had paid for while being treated rudely by employees should not be ignored or swept under the rug. 


Regards,

******** ******

4/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a set sofa set for my daughter on November 2012,they convice me to add insurance for 5 years for $239.00, that will cover my investment in case something went wrong, now my recliner is peeling off, and the back springs on the other pieces are popping off, when contact the insurance they say they cant do anything about the peeling, and because I didn't report the damage on the other pieces 14 day after I notice it,(witch I notice 2 months ago when I was cleaning the back wall) they cant honor the warranty, when I contact the store, they admit knowing defects on the durablend material but because the tag with the serial number is missing they can do anything either, I cant believe how many ways this dishonest people cant find not to honor they word when they sell their products promising cover the customer for 5 years after the purchase, my only mistake was not lying about when I first notice the problems, I will appreciate if you can help in any way to recover at least the money they took for the so called insurance thanks.

Desired Settlement: either they fix them or refund the $229.95 from the plan protection

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We proudly sell Montage Furniture Service (MFS)’s protection plans to our customers with their approval.  To help our customers understand MFS coverage brochures are available at our front counters.  We do not set the coverage or approve claims for MFS protection plans. This service is provided by MFS directly and is an independently owned and operated company. For questions about their coverage or claims please contact them at ###-###-####. Once furniture covered by MFS protection plan is delivered, only MFS can cancel the service per their terms and agreements.  While these services may not benefit every customer, many of our customers have reported that they are very happy with the services provided by MFS. 

We have contacted our customer directly.  We have also started exploring claim options with the manufacture and will continue working with our customer.  Our customer’s satisfaction is important to us.

Thank you for bringing this matter to our attention.

Sincerely,


***** ********
Office of the President

4/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/22/15 I bought some formal dining room furniture from Ashley Furniture. The base of the table was measured to make sure it would fit in my dining room and I asked for delivery on 4/4/15 due to 4/5/15 being Easter and I had family coming into town. They delivered the dining room furniture without a table base, (keep in mind we measured it with the salesperson. The delivery driver stated he did not have one on the truck and to contact the store. I spoke to ***** first and he told me he would check into it and call me back. I would not sign for it until I had heard something back. I ended up calling back and I was told ***** was with a customer, I believe his name was ****, I told him the issue and he said my salesperson ****** was on vacation and he would help me. His answer was-"the wrong table base" was ordered and the correct one is going to cost more, but they were willing to absorb some of the cost for my inconvenience. Another factor was even if I did pay more it would not be delivered that day. I told him I am not paying anymore than I did already. **** stated my options were to pay more or have the furniture returned. What kind of customer service is this? Nobody called during that 2 weeks to tell me the wrong base was ordered, nor did the table come with the base! This is not the first time I have had trouble with this store. I am waiting on my refund to be credited 1 week later and no answer. I will NEVER buy furniture again from Ashley due to first off delivering an incomplete order without notifying me of the situation and for being more than ok to pick up the furniture. I will tell everyone I know and social media about the multiple times I have had issues with this store.

Desired Settlement: I want my refund immediately! You have had the furniture for a week now.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer reported.

Our customer was dissatisfied with the purchase, we agreed to cancel and return the purchase.

The purchase was returned on 4/7/15. Refunds may take up to 14 business days to process, however this refund finished processing 4 business days later. The refund was processed back to the financer and credit card used on 4/13/15.  As an independently owned and operated company the financer may have their own processing time per their terms and conditions.

Thank you for bringing this matter to our attention.


Sincerely,



***** ********
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

***** ************


The $100 that made on my MasterCard was not processed back to my card until today. I just looked at my statement.

I would like someone to acknowledge why nobody bothered to call me and/or why a base did not come with the order?  

Business Response: Dear BBB,

Thank you for making us aware of our customers update.  The purchase has been fully refunded.  The refund of $100 did complete processing 4/13/15, 4 business days after the merchandise was returned on 4/7/15.  We recommended that our customer contact her financial institution if she feels there is a discrepancy with her account. 

While designs may match, many dining room table tops and bases are sold separately. The table top’s base was not purchased, so none was scheduled for delivery.  An itemized list of what was purchased was provided and signed.  It’s unfortunate that this was not discovered to be an issue by any party involved until the delivery arrived. Our customer was dissatisfied and so we agreed to return and refund the purchase.  This has been completed.  We value our customer’s feedback and will thoroughly examine all of the described events.

Thank you for bringing this matter to our attention.

Sincerely,


***** ********
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because: As I stated before, we measured the base for the table and our sales person ****** knew we wanted the base. I was told by **** that the wrong base was ordered. Your store cannot get the same story told, yes a printout was given to me and I would never dream that a table would be sold without the base especially when YOUR salesperson helped us measure the base. I know she is new to sales, but really? Ok, well this is enough of my time, your business ethics stink and I have read other complaints. I am still not happy and I will not mark this as resolved as you and your people will not take responsibility for your salesperson getting it wrong. You are correct, nothing was wrong until the delivery came and the table was incomplete. You are blaming me and I am not the salesperson. I will make sure to tell everyone about your customer service resolution. NONE.

Regards,

***** ************

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bedroom set the following day I was contacted by Lee the sales person. He stated that the set was discontinued and the floor model was a variety. He then asked me to come by to look it over. I did and there was no issues with the foot board. He then stated you can save $125.00 if you pick up the furniture here. I agreed that Saturday I picked up the set. It was covered in small shipping bubble wrap. That evening while setting up the bed. I noticed that the footboard was missing paint. I phoned in the following day. I was told that Mr.***** the supervisor would deal with the issue. I called and no call was returning. Finally on the 9th of March I made contact with Mr. *****. He began to ask a series of questions. He requested pictures of the foot board. Which I emailed that same day. I heard nothing in return I phoned serval times and no one returned my calls. March 15th I went in to make my first payment. I asked for Mr.***** he came up and stated that he was working on the issue. He stated that even though the bed was discontinued the foot board could be shipped. He stated someone would be in contact. No one called I called again on the 27th of March. I spoke with ***** who then began to question me and stated they could not do anything about this issue. She then advise that she could send a craft man to repair the damage. I stated that I would not pay full price for a bed I didn't damage. She then asked if I would agree to the repair. I stated no, for them to pick a the bed. I then called a few days after and spoke with ***** I explained the issue at hand. She stated she won't see what can be done. Once she returned my calls. She stated that again, a repair person could fix the bed. I stated that I was no longer interested in the bed. I wanted to pay the difference of the night stand and return the damages bed. She then stated that they would pick up both the bed and night stand. And I could purchase another night stand. I stated was I going to receive the credit of the down pretty and payment already made. She stated no only the first payment. I then declined the offer and stated I would be filing a complaint.

Desired Settlement: A replacement foot board or a discount and repair of the foot board.

Consumer Response: The issues is still remaining about the bed and the damage to the foot board. I had called Ashley Furniture since 3/2/2015 3/9/2015 sent pictures of the foot board.  On March 15th I spoke with Mr . ***** in person at Ashley Furniture he stated he was working at the issue. He stated that the bed was discontinued but the foot board could be shipped to the warehouse. He stated someone from Ashley Furniture would be contacting me. I heard nothing from anyone. March 27th I called back to Ashley Furniture and spoke with *****. She and I started to have a heated discussion about the situation. She stated that she could send a craft man to repair the damage. But that was all she could do. I then stated that because I didn't cause the damage I wasn't in agreement to pay full price for the bed. She stated she couldn't do anything for me.  She then asked do you want me to send a craft man out. I stated no, that I was not interested in this offer.  March 28th I called and spoke with ***** from acceptance finance.  I also explained the issue to her. Her offer was the repair of the foot board only. I explained that I wasn't paying full price for a product I didn't damage.  She then called later and stated that I would have to return both night stand and bed. I explained that I wanted to pay for the night stand. She stated I would have to repurchase another one. I then stated I thought the set was discontinued. How could they have another night Stand but no foot board. I explained that I didn't agree to this. Today ***** called and stated that the offer was $50.00 off my next purchase at Ashley Furniture.  Plus $50.00 off of my next payment.  I again stated that I was not agreement with this. I explained that I have been ignored and then told I would not get credit of my down payment. She then stated she would call me back. ***** called again and stated that the difference of the night stand was $146.61. She stated that they would pick up the bed Wednesday April 15th after 3pm. I agreed to pay the difference for the night stand. When I arrived I was told by another sales person that ***** went out of her way for me. I stated no she didn't and non end you have. I have been dealing with this issue with all of you since March 2nd. I am now going to have an incomplete bedroom set. I paid cash on dresser mirror and one night stand.  I put the bed and second night stand on fiance.  I am now going to have an incomplete bedroom set.  And as they have claimed the bed is discontinued. Which leaves me with being unable to purchase the exact same bed. 

Business Response: Dear BBB,

Pleasy convey our apologies for the damaged footboard our customer received.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

We have contacted our customer and are working towards a resolution.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke with ****** ** *** from Ashley. ****** stated she would be looking into a replacement footboard if one is available. ****** stated if this was not an option she would look at repair and a discounted price. I also stated if not I would be interested in a full refund of the entire bedroom set.

Regards,

***** ********

4/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased furniture 12/27/2014 from Ashley Furniture . We purchased a living room set, bedroom set and a sofa. About the second week of January we received the sofas and end tables of the living room set and the dressers from the bedroom set. The guys that brought the furniture moved the old furniture out of my house and place the furniture . So we called Ashley furniture about the rest of the furniture and we were told the headboard to the bed was on back order till February . They offered us to pick out another bedroom set. We went in to the ******** store found another set but it was going to be $2000 more. I did not want to spend that much more on a bedroom set. So February delivery date came and went no furniture . We were told not till March will the headboard be in. March we get 2 delivery messages for 2 different days. I called to find out what is being delivered and why 2 different days. I asked for 1 delivery day because the bed frame was schedule for 2 different days for delivery. They were fine with 1 day delivery. So on the delivery day in March 2 men came to delivery . I walked one guy through the house to show him the furniture and right away he till me they don't move furniture . He was going to move my old furniture he said he would just move the old furniture to the side. He told me we should have moved the old furniture before they got to my house . I called my husband on my cell and put him on speaker with the guy from Ashley furniture . They got into an argument and they took the furniture back to the warehouse . I called customer service and the ******** store to complain and they said they don't move furniture but their paperwork does not read that. I told the I would pickup the furniture Saturday from the warehouse and they said that would work all the furniture will be their. I still don't have my complete bed and I am paying for furniture that I don't have. I am getting the run around from everyone at Ashley Furniture .

Desired Settlement: Since I do not have a complete bed frame I would like my money back. I have paid for furniture that I don't have!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We have agreed to verify the inventory availability and provide delivery, with our customer.  Our customers satisfaction is important to us, as a gesture of good will we are also providing an additional discount on the bed.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,


***** ********
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

****** ********

4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture 2/15/15 and the scheduled delivery day was set for 3/3/15. I received a phone call with an automated voicemail saying they would be here between 6pm-9pm, and I was okay with this as I had scheduled my life around this delivery date. On the contract, it specifically states to contact another number 1st, that person never received the first phone call. Ashley furniture then changed my delivery time with no phone call to neither the 1st number in the contract nor my number. The delivery came, unbeknownst to me at a time frame that they decided to change and no one at home. Fortunately my neighbor called to inform me of this and specifically went outside to tell them to wait for I had called my fiance to accept the delivery. She got there in a rush, they were gone. I called customer service (which they acknowledged that it was their fault by not following what was on the contract) and they could/would not help but to offer another delivery date and they would not come back. This is not right and corporate office said they do not deal with cases period. I need help in resolving this issue please.

Desired Settlement: Time, misleading, breaking their own contract. I paid $4,952.00 and I believe $159 delivery should be refunded back to me which leaves $4.793.00. I want to meet half way on this, so I think it's reasonable to only pay half, which is $2,396.50. I want $2,555.50 to be refunded as I had to go through leaps and bounds without a resolution from them and come to these extremes.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer had rescheduling their delivery.

We are constantly working to develop and maintain the best customer service standards  in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. 

We will be contacting our customer to resolve this matter directly.

Thank you for bringing this to our attention.

Sincerely,



****** *****
****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

It was not the product availability that was the problem and I understand that many issues arise when running a company, but to create a contract and make me uphold my part of it to the very end when Ashley furniture never once followed their own contract that "they" created is absolutely absurd. The last conversation I had with a customer service representative was a very disturbing one; ****** was who I spoke with. In my words, "why do you expect me to follow a contract that you guys have not followed once?" Her response was "see it how you wanna see it." At that point I started to record the conversation, which I made sure to re-established everything from the beginning of this mess to be true and correct. So your company (Ashley furniture) asking me to try and resolve this directly with you, will not happen. Until you guys figure out that was you did was so irrevocably wrong and try to satisfy a customer who paid a great deal of monies, spent 3 days at home (missing work), the mental strain and anxiety of what you guys did, I do not trust that you will ever fix the issue unless a third part is involved.

Regards,

**** *****

Business Response: Dear BBB,

Please convey our apologies to our customer.

We have spoken directly with our customer.  We apologize for the problems our customer has encountered and have made a reasonable offer to compensate her.  We are also offering to refund her delivery fee, however, our customer has declined the offer.

As a gesture of goodwill, we will extend this offer for 14 days.  If our customer would like to accept the offer, she can contact us directly at ###-###-####.

Thank you for bringing this to our attention.

sincerely,



****** *****
****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

Dear BBB,

  I have already let you know that I have spoken with ****** and what she offered. The delivery fee that was already supposed to be refunded to me, still has not been refunded and it was ****** that assured me it would be 5-7 business days (this was March 5, 2015). I denied the $500 offer from Ashley furniture as it is a huge insult, because they have lied continuously from the very beginning of this ordeal, therefore, I do not trust anything they say. All the time spent on the phone, the 3 days of lost work, the amount of anxiety and harshness I was put through is not worth what they say it is. I believe in fairness, great customer service and certainly not making someone pay for your own mistake, how they can insult and think this is ok or even remotely right, baffles me to the utmost. 

Regards,

**** *****

Business Response: Dear BBB,

We have made an attempt to resolve this matter with our customer.  

The substantial discount ($2500) in conjunction with other discounts already provided would be a 68% total discount. We will not agree to a discount of this magnitude.  As our customer stated, the maximum refund offer we are willing to make is $500 plus the fee for the delivery service.   

We will complete the refund for the delivery, as it was previously promised as the customer has indicated. Our customer has not yet accepted our offer of a $500 discount. If the customer chooses to accept our offer within the next 5 business days, we will gladly process the refund.  If after 5 business days, our customer has not accepted the refund, the offer will be void and further compensation requests will be denied. This is our final offer.

Thank you for your help in this matter.

Sincerely,



****** *****
****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

Dear BBB and Ashley Furniture, 

      I cannot understand why we had to come to this lengths to get a response from Ashley furniture, we still have yet to see the delivery fee refunded as promised almost 2 months ago now. Why did we go through this? Ashley Furniture still has yet to follow one single thing in their contract, therefore, it should be null and void. I would much rather you put ck up your furniture and just give me my money back period, but of course you guys are going to refer back to that same contract that you yourselves did not follow. I have a recorded conversation with one of your customer service representatives, she knew that the conversation was being recorded and confirmed all that has happened to be true, for one of your own employees to say that you treat your customers very poorly was very interesting but, pretty on point. This resolution you wanted was directly refused from me to you, so to say I have not responded to your matter is also funny, as we spoke directly. Everything Ashley furniture has done had been a huge, for a lack of better words (slap in the face). If I wouldn't take it from anyone, why would I take it from you guys? No thanks for your offer, again, hopefully I see my refund as promised almost 2 months ago someday and this is not my last stop, if I had to go to these lengths to try and resolve an issue that was clearly NOT my fault the 1st, 2nd or 3rd time. This matter will be taken to the next levels of extreme and all because of "poor customer service"...... This should be Ashley furniture's first priority and it is not. I have many letters from people who have experienced poor customer service, even workers who wrote examples of how poorly they're treated and ex-employees who were treated unfair, not getting paid etc.... So take your $500 and maybe educate yourselves on customer service classes, you need them.

Regards,

**** *****

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase a Sofa , which we would pick up at the warehouse. We have not been able to obtain a truck, not able to pay for delivery. Now month later, call for information on refund. Advise that refund only available for 48 hours. My wife only recieve a reciept for the purchase, never a copy of refund policy. they advise she sign paper advising of policy. but, again never recieve the copy with purchase. So now telling me that Ashley can take your money over 500.00, even if we never recieve are merchandise..

Business Response: Dear BBB,

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. 

I apologize our customer has had a hard time making arrangements to receive the furniture.  

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well I had went to purchase some furniture at Ashley's at ******* *** We finally pick out what we wanted set a date for delivery and paid for it and everything in full!!! This was January 17!!! They had told us that some of the items will be delivered on the 21st of January and the rest February 4th. For one nothing got delivered and when I called they had told me that they've pushed it back till February 17th and I said no I need Yall to deliver it on the 4. It is now March 25 and I have yet to receive my living room set. I have called went up to the store and the they just kelt giving me the run around. I finally told them I would like my money back. Which I'm still waiting for!!!

Desired Settlement: I would like my money back. But they are wrong. They advertise that they have great customer service and they are quick to deliver but they are wrong. On both.

Business Response: Dear BBB,

Please convey our apologies for the error made with refunding our customer.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  

Our records indicate the error was corrected on 03/25/15.  We will be issuing a check to our customer.  Our customer should expect the check within 2-3 weeks.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

4/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Worst experience I've ever had purchasing furniture! They're super eager to help you choose furniture, but once it's paid for, they could care less about customer service OR DELIVERING what you paid for on the promised delivery date. Not once but about every two weeks since Dec 15th.. I had to choose a different set of furniture another $843.00 difference and then they delivered broken recliner and sofa, but I have never had all of the pieces delivered at once always excuses, I paid for it December 15 2014 for my husband for Christmas to be delivered Dec. 30 2014 then changed to Jan 6 2015, was told several times I would get a $75.00 credit That did not happen either.It did not arrive AS CONFIRMED EVERY TWO WEEKS. It has now been 3 months and I have not seen my COMPLETE LIVING ROOM SET {all electric LOVESEAT COUCH AND RECLINER} which is paid in full, including delivery, I am still waiting on my furniture. Are you kidding me? Every single phone call has ended in "Yes, I'm sorry, let me look into it" with several follow ups that guarantee delivery over and over and then cancel at the last minute. The worst experience ever. Please Please don't shop there. These people will keep promising about the delivery and the availability of merchandise plus send out defective furniture over and over.I went back to the store with my son- in- law. The manager apologized and assured us that my second choice after I paid another $843.00 to get close to what I had chosen at Christmas and never received the chair would positively arrive March 5 2015. Nothing came but the loveseat. I called back and was promised March 12 nothing has been resolved and they have had my full payment plus delivery all along. It is now March 17th 2015.Customer care is HORRIBLE!!! It took me over an hour most of the time over several months to get a hold of somebody and then promises . Passing the buck is their specialtyHands down the absolute worst retail experience I have ever had!

Desired Settlement: complete refund plus delivery plus the $75 more than once promised for not delivering.. then that stopped as well after the third time. plus not having furniture that I purchased for my heart patient husband for Christmas They should pay me for all my time and trouble and inconvenience.total I paid them $4315.68 I have now disputed this with my credit cards as well.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.

Our customers purchase has been delivered.  The delivery services were provided at no additional cost to our customer, its value was applied toward the purchase to provide our customer an additional discount.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,

 
***** ********
****** of the President

Consumer Response: Complaint: ********

I am rejecting this response because: ASHLEY FURNITURE CHARGED ME$ 3480.75 FOR THE ORIGINAL ORDER THAT I HAD STILL NOT  RECEIVED BY FEB12 2015. I WENT INTO STORE TO UP GRADE FURNITURE HAD TO PAY ANOTHER $834.93 N MY STATE FARM CREDIT CARD WITH THE GUARANTEE THAT I WOULD DEFINITELY RECEIVE ALL THE FURNITURE MARCH 5 2015 I DID NOT . SO MANY DELIVERY PROBLEMS THAT I FINALL CONTACTED BBB STATE FARM BANK AND BANK OF AMERICATO CANCEL ORDER AND BE DONE WITH THEM. THE  CORPORATE MANAGER JOHN BROWN SAID HE WOULD GET THE 3 PIECES DELIVERED IN WORKIN ORDER ON MARCH 17 2015. HE NEVER MENTIONED A DISCOUNT TO ME. EVERY TIME    ICALLED TO COMPLAIN THAT MY FURNITURE WAS NOT DELIVERED AS PROMISED OVER AND OVER OR WAS DELIVERED BROKEN OR THE WRONG PIECE, I WAS TOLD I WOULD RECEIVE A $75.00 CREDIT ON MY CREDIT CARD. IT NEVER HAPPENED EVER. I WOUND UP PAYING THE $834.93 DIFFERENCE JUST TO GET FURNITURE WHICH WAS MY HUSBANDS CHRISTMAS PRESENT. HE WENT TO THE NURSING HOME BEFORE HE EVER GOT TO USE THE CHAIR OR THE SOFA AND LOVESEAT. THIS WAS THE WORST NIGHTMARE EVER. THE ONLY REASON I GOT THE FURNITURE IS I CANCELLED THE ORDER AND NOTIFIED BANK OF AMERICA AND STATE FARM BANK OF THIS IMPOSSIBLE SITUATION OF PROMISES AND WAITING AT THE HOUSE FOR SUPPOSED DELIVERIES FOR 4 MONTHS. THIS BIT ABOUT A DISCOUNT IS ABSOLUTELY NOT TRUE JUST LIKE THE FACT THAT I WOULD HAVE MY FURNITURE NO LATER THAN FEB 6 TOTAL FOR FURNITURE WAS $4324.68 LOTS OF HOURS ON HOLD  AND WAITING FOR DELIVERIES THAT NEVER CAME EVEN SHOWED UP ONCE AND THERE WAs a problem with the delivery and said they would come back after they got the new order # i even spoke to the store manager john at the *** ******* Fiesta Trails Store ...they never came back . I missed going to see my husband at the nursing home and finally went to bed at 9:30pm no furniture then either ! apparently I am not the only one that has problems with this company!

Regards,

***** *******

Business Response: Dear BBB,

We have attempted to reach our customer to discuss these details but have not had a response at this time.

After the BBB claim was sent to us, we received notification that our customer filed a dispute over the payment provided with her financial institution.  While this is pending their process we will not be able to provide an additional refund or discount.

We can verify that on 2/23/15 we agreed to provide delivery at no cost and refunded to the accounts receivable $172.13.  Processing refunds can take up to 14 business days.  While this was being process, on 3/2/15, our customer reselected to different merchandise. One of the item’s purchased then was a Power Rocker Recliner, this product was 952.59 with tax.  The payment for this product was 780.46 from VISA cards and $172.13 from the accounts receivable (the refunded delivery fee).  There was no new delivery fee charged, so there is no additional delivery fee to refund. 

We look forward to speaking with our customer, if the remaining dispute can be resolved with an additional discount, we are willing to work with our customer.


Sincerely,


***** ********
****** of the President

Consumer Response: Complaint: ********

I am rejecting this response because:I told the manager JOHN BROWN that I would not be at home after the 19 of March, due to business and my husband being in hospital and nursing home. I HAVE CALLED CHERYL BUT GOT ANSWERING MACHINE ONLY. THE DELIVER FEES ARE NOT WHT I WAS REFERRING TO. EVERYTIME THE DELIVERY MESSED UP, I WAS TOLD I WOULD RECEIVE $75 FOR THE INCONVENIENCE. I HAD TO CHOOSE NEW FURNITURE STYLE BECAUSE TEY COULD NOT GET THE CHAIR I ORDERED DEC 15 2014. I NEED THE CHAIR FOR MY HUSBAND AND TOLD THEM THAT WHEN I PURCHACHASED THE 3 PEICE STE IN DEC. GOT THE RUN AROUND OVER AND OVER. 2 LOVESEATS INSTEAD OF SOFA AND LOVESEAT , MORE RUN AROUNDS. SO I PURCHASED THE DIFFERENT MORE EXPENSIVE SET WHICH I BELIEVE THEY SHOULD HAVE SOLD TO ME AT THE SAME PRICE AS THE ORIGINAL PURCHASE AND THEY PROMISED THAT IT WOULD BE DELIVERED MARCH 5 2015 . THAT DID NOT HAPPEN AND BROKEN SOFA AND RECLINER DELIVERED AT DIFFERENT TIMES AND ONLY AFTER JOHN BROWN STEPPED IN AND GOT IT ALL TO ME BY  MARCH 19 2015 AFTER I SPOKE WITH CREDIT CARD COMPANIES AND THEY TOLD ME TO JUST CANCEL THE ORDER. THEN JOHN BROWN GOT INVOLVED. THE BIGGEST MESS EVER  AND NOTHING BUT SIT AND WAIT FOR DELIVERIES THAT NEVER SHOWED UP AND THEN WHEN THEY DID WRONG OR BROKEN ITEM. I FEEL THEY OWE ME THE $800 DIFFERENCE FOR ALL THE TROUBLE AND INCONVENIENCE AND $75 FEES FOR INCONVENIENCE THEY NEVER SENT

Regards,

***** *******

4/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Bedroom furniture was delivered with wrong post for footboard on Friday, March 6, 2015. So mattresses were left on the floor and headboard and footboard pushed up against wall in our brand new home. Was told they would send correct part for footboard on Tuesday, March 10 and received a call stating part was not in and would have to be shipped from *** *********, **. Would take a couple days to receive at Houston warehouse. We got a call, text, and emails stating the item would be delivered on Friday, March 13 and the delivery drivers showed up with not one but two of the same posts that do not properly fit the footboard. We went to the ****** store to demand a refund because we'd had enough. My wife and I both were taking off from work numerous times to be home for delivery and we are still sleeping on the floor two weeks later. They agreed to refund and scheduled yet another time for furniture to be picked up and no one ever showed up. This has been a horrible experience. Lots of waiting, empty promises, and time from work.

Desired Settlement: Replacement right now!!!!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience.

We agree that order accuracy is very important.  A re selection has been set up for today. 

We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the Presdient

Consumer Response: Complaint: ********

I am rejecting this response because: After having to sleep in our guest room on the floor for almost three weeks we need something for the inconvenience. There was no discount given, night stand, lamp or anything. I had to take off from work numerous times for false delivery time and dates. Ok you've finally given us the furniture we paid for but what sort of compensation do we get for this horrible experience?

Regards,

******* *****

Business Response: Dear BBB,

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. In accordance with the warranty terms we would normally make every appropriate effort to restore the furniture to show room quality condition. In this case, it took multiple attempts to correct the issue and subsequently the customer ended up re selecting.  

As a gesture of good will, we have offered $200.00 compensation for all the inconvenience we have provided our customer.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because: $200 is nothing for the horrible customer service and all the time we had to take off from work. And then it's a $200 credit to them. That's a joke!

Regards,

******* *****

4/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sleeper sofa, recliner and wing back chair in January 2013. Within 2-3 months, the sleeper sofa broke. My daughter, who lived with me passed away in April and I was unable to address the issue. My family situation became worse because my husband needed to visit the Veterans Administration Hospital for blood transfusions and platelet infusions. Most weeks I had to take him a minimum of 3 times a week. My husband passed away in March of 2014. Death certificates available on request. I spent the next seven months continuing to settle my daughter's and husband's affairs. In November during all the Black Friday sales, I asked my other daughter to help me get the sofa repaired and I was interested in purchasing a non-sleeper sofa. I had my daughter take me to the Black Friday sale and I spoke to the salesman about the sleeper sofa and he said with the personal problems I had that the company would fix the sofa. I purchased the new non-sleeper sofa and the sales person agreed that the sleeper sofa would be picked up before my grandson, daughter and I would pick up the new one. My daughter made the first call to Ashley's customer service department that Saturday, November 29. I was told that a technician would be sent out to fix the sofa. When the technician came to fix the sofa, he told us that it would need to be picked up and repaired at the shop. Well since then, after a multitude of calls and my own health suffering from the stress of this matter, I asked my daughter to handle the matter. She has spent the last month making calls and being told by individuals in their customer service department would call back. She and I both have spent a minimum of 30 minutes plus on each call with no resolution. My daughter made a call on January 16th where she spoke to, ****, a Senior Customer Service representative. She told **** that the whole matter was causing me health issues because of the stress. My daughter feared for my health because I am 81 years old and suffer from TIAs (Mini-strokes) and that Ashley Furniture should deal with my daughter only. She also told **** that this was the last opportunity she was giving Ashley Furniture to resolve the issue or she would contact the BBB. After the conversation, **** said everything was settled and that the sleeper sofa would be picked up on Tuesday, January 20th. **** told my daughter that I would receive a call confirming the pick up on Saturday. On Saturday, I received a call that Ashley was going to DELIVER the new sofa. I immediately called my daughter, all upset, because I didn't know what I was going to do with the new sofa. The sleeper sofa was still in my home. I was so upset and I told my daughter I couldn't do this back and forth anymore. My daughter and I went into the store on Sunday to report the problem to the store manager. She took the report and said it would be sent to the individuals that handle BBB complaints. I told them to cancel the delivery of the new sofa and told them we were done with this mess and to only deal with my daughter because of my health issues. On Monday, My daughter asked, on my behalf, for a refund of my money for the new sofa and some compensation for the sofa that only last 2-3months. **** at Ashley Furniture told my daughter it was just a miscommunication and that everything was going to be done properly. **** also told my daughter that my daughter had agreed on Friday but my daughter told her she would only give them one more opportunity to make good on their service and that once again Ashley Furniture could not do anything correctly and that the whole mess was causing me too much stress, that was final. Again, I received more calls stating that Ashley would DELIVER the new sofa. My daughter made more calls on Monday because I was now getting automated messages about the Tuesday delivery, which was causing me more stress. At this point in time, ***, a manager in customer service, at Ashley Furniture has agreed to refund the money on the new undelivered sofa. But, I feel I should receive compensation for the sleeper sofa, that lasted only 2-3 months and compensation on the "5 year insurance" for the insurance I will never use. My daughter told me that even though I was verbally told that the insurance would take care of anything that happened to my sofa, my daughter learned that that insurance only covers the upholstery. My daughter checked reviews on the Internet and told me that customers are being deceived by the verbal claim. Apparently, I have not been the only one who has been told that the insurance covers everything including the frame. The Ashley Furniture limited warranty does cover the frame in cases of manufactures' defect, which I believe covers my sofa.

Desired Settlement: At this point in time, ***, a manager in customer service, at Ashley Furniture has agreed to refund the money on the new undelivered sofa. But, I feel I should receive compensation for the sleeper sofa, that lasted only 2-3 months and compensation on the "5 year insurance" for the insurance I will never use.

Business Response: Dear BBB,

Please convey our apologies for the experience our customer has had with us.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. 

As a gesture of goodwill, we have agreed to pick up the the sofa that has been in the customers home since 01/21/2013 due to the extenuating circumstances.  We have informed our customer of this and are awaiting a good day to complete the pick up. 

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response:

Complaint: ********

I am rejecting this response because:

After a multitude of phone calls with an individual in the Office of the President, a resolution had been discussed over the phone.  The verbal agreement included three action items: one, the old sofa would be picked up and two, I would receive reimbursement for that old sofa, that lasted only 2-3 months, and three, I would receive reimbursement for the new sofa I never picked up.  The representative said I would not receive any paperwork until after the sofa was picked up.  I finally did get the one check for the old sofa I but have not been reimbursed for the new sofa.

Regards,

******* *****

Business Response: Dear BBB,

Please apologize to our customer for the time it takes to receive her refund.

Our records indicate that a refund of $681.96 went to the Synchrony Financing on 02/04/15.  Synchrony refunds generally take seven to ten business days to be reflected on a customer’s account, if they receive their statement electronically.  Synchrony refunds generally take one to two billing cycles to be reflected on a customer’s account, if they receive their statement in the mail. The second item of $749.57 was refunded by check on 02/17/15, from monies our customer paid with cash and check.

If our customer does not show the refund to the Synchrony account by the end of the month, she can certainly reach back out to us.  However, at this time she should reach out to her finance company to ensure it hasn't already been applied.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: the Synchony Financing has no record of receipt of the check mentiioned by Ashley Furniture Company.  Plus the check is going to be more money that is required to pay off the finance company.  This means it will take a long time before I get my money back in hand.

Regards,

******* *****

Business Response: Dear BBB,

Please convey our apologies for the refund error that has occurred.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  

We have found the error and corrected it.  We have refunded Synchrony again today.  the numbers on the account were transposed, thus did not go into the customers account.  We have confirmed the credit has been sent and will be available to confirm in 7-10 business days, if the customer uses online banking and 1-2 billing cycles if she is using her paper statements.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

4/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a sofa, love seat, chaise lounge, coffee table and two end tables from Ashley Furniture. They delivered it yesterday afternoon. Later that day when I arrived home I took a closer look at the furniture. The furniture is not real leather and is already peeling and cracking. The salesperson (****** **********) reassured us over and over again when we bought the furniture that it was real leather. I called customer care that same evening and they told me I needed to contact my salesperson. I spoke with ****** and texted him photos of the furniture. He agreed that something was terribly wrong with the furniture and said they would send me another set. I told him I did not want another set because it is not real leather. I told him I wanted them to pick up the furniture and give me a refund. He refused and said they would not do that. He said my only options were to get a new set of the same furniture or choose a different set but they would not give me a refund. He said he would talk with his manager. Later that night he sent me a text message saying his manager said the only thing they could do is send me a new one that is not "defective". He keeps calling it defective. It's not defective it's not what I paid for. It is not real leather.

Desired Settlement: I want them to come and get the furniture and give me a complete refund. I paid $4090.65.

Business Response: Dear BBB,

Please convey our apologies to our customer.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events. 

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  We will be contacting our customer directly so we can get the details of the issue, as this is not a normal occurrence.  We would like to resolve this issue as soon as possible.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response:

Complaint: ********

I am rejecting this response because:

Good Morning,
Here is a e-mail sent to me by ****** *****.  I left her a message on voicemail on Fri 3/20 asking her to confirm they were still picking up the furniture on Saturday 3/21.  She did not return my phone call and no one came to pick up the furniture.  We stayed home all day Saturday to make sure we did not miss them.  It is very unprofessional that no one has tried to contact me with an explanation.  This has been disrupting our home life.  We have had the furniture covered and no one has sat on any furniture in our main living area since 2/23/15.  We have not been able to entertain family and friends at our home.  Please help me get this resolved ASAP.
Thank you,
****** ***** ************
 


 

Business Response: Dear BBB,

Please convey our apologies once again for the strain this situation has caused for our customer. 

We have made an error in processing the return.  I have located the error and had the local store correct it. I have been informed that the new scheduled date for return is tomorrow.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

3/30/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've been arguing with Ashley furniture about a purchase I made 4 week ago on 2/21. it took them 2 weeks to delivery items I bought off the showroom floor and even then the full order was not delivered. the items delivered were not the same items I picked out on the show room. I went to the store on Friday 3/6 spoke Willis the store floor manager, he agreed that the items delivery were not the same ones that I picked out on the show room floor. I sat with ***** ***** the store office manager as she spoke to her customer service team. I heard her tell them that the dresser draw was not the same on I purchased on the show room floor. Now customer service is tell me it was the right one with is all scatched and dented up. I still have not gotten the bed rail frames to be the bed together that I've had since 3/4. I just want the furniture I saw and picked out and paid cash for or a full refund. I know the items I bought was as is. I went to the store 4 times looking at this furniture and it was great condition when I saw it on the show room floor. I also have 5 other witness that saw in the store too. so how the customer service meeting can argue with when they never even saw the furniture to begin with blows my mind...

Desired Settlement: I would like a new set of furniture delivery or all my money back.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. 

We have contacted our customer and are processing and exchange of the mirror.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because:

Ashley is still trying to delivery the right minor, bed rails and frame. they came to my house at midnight last Wenesday March 11th. I refused the delivery due to the minor being damaged and the bed frame and rails did not got to the bedroom suit I purchases. I did receive a call from ****** ***** and she is working on getting this issued resolved. 

Regards,

***** **********

Business Response: Dear BBB,

We have since delivered our customers item and sent her a gift card.  I have spoken with our customer to confirm everything is resolved.

If she needs anything further, she has my contact information and is more than welcome to reach me.

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

3/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a sectional that had multiple defects. Purchase was made August 2013, contacted Ashley complaint center September 2013. Technician reviewed the problems. Stated he would have to "restuff" the seat cushions/back cushions - replace all seat covers (threading was coming out). Cushions were sagging and they are permanently attached to the frame. Partial replacment materials arrived. 2nd technician showed up, indicated that there was a insufficient amount of materials. No seat covers arrived or insufficient stuffing for the seat cushions. A month later, contacted the call center, they didn't show anything in their system that the technician had called or reported what needed to be ordered. Reassured us that the materials would be ordered. Told us that we would have all the materials in 2 weeks. Made several calls in 2014 an d in January 2015 we were told that everything was ordered, would arrive in two weeks. called on 02-27-2015 into the complaint center and informed a representative (Ashley) of the history of their lack of services. Told her that we wanted a refund. Especially since 3 technicians have been to our home and have not had any services completed. Told the company that something is wrong when brand new furniture needs to be repaired withing 30 days of arrival, we were informed that a refund was not an option. We've had to take paid time off since they only service the area Mon-Fri. The last conversation was on 02-26-2015, and we sent in pictures to show the state of the furniture. She was forwarding them to a different department that handles "Extended Warranty" issues. The only problem is that we brought up this issue and had a service technician see how badly our furniture looked after owning it for less than two months. She sent a breakdown of all calls that we initiated and all of the technicians notes. It's been ongoing since August 2013.

Desired Settlement: We purchased over $3000.00 in one day on a bedroom set and a sectional. Have previously purchased a dining room set from their store. Did not have a problem with the bedroom or dining set. Had good faith that they would stand behind their products. If someone purchased an item that had multiple manufacturer defects, any other store would have resolved the issue to the customers satisfaction. Would like a full refund for our sectional due to such poor quality and the amount that we spent.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the manufacture defect.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We have contacted our customer to discuss solutions. Our customer’s satisfaction is important to us. We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 31, 3015 I purchased 2 sofas from Ashley furniture in **********, Washington. Upon further consideration I decided they would not fit in our new home so I cancelled the order within 48 hours. It is now March 6, 2015 and I have yet to received my money. I have contacted the store in ********** at least 7 times in the past month. The story always changes...the last call I made I was told the check was cut on February 23 and if I don't receive it in 2 weeks to call and they would reissue another check. COME ON...how stupid do they think I am....the story changes and I just keep getting put off...the bottom line is I WANT MY money back...This store should NOT be in business..they are shady and not trustworthy....I hope you can rectify the situation because frankly I am beyond frustrated !!!!!!!

Desired Settlement: They have had my money ($932.39) to be exact now for over a month. I want my money back !!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience experienced by the refund process.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Refund are generally completed in 14 business days, however refunds of checks may take longer.  There is often a check holding period, required by the bank, that must be cleared prior to refund and postal services transportation time may take additional time.  It is very important to us that correct expectations are clearly communicated. 

We have confirmed with our customer that the refund check has been received at this time.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: refund issue with company purchased merchandise on 2/6/15, contacted the company same day of desire to return merchandise manager agreed to provide full refund, was informed by manager ***** ***** that I would recieve a call from dispatch dept to schedule pickup. The pickup did not occur until 2/17/15, constantly called coprorate office inquirying about refund was told seveal different stories about the refund, finally spoke with corporate manager to president ***** ******** on 2/24/15, was assured that check would be mailed. As of 3/7/15 refund has yet to be processed.

Desired Settlement: FULL REFUND

Business Response: Dear BBB,

Please convey our apologies for any inconvenience our refund process caused for our customer.

Refunds may take up to 14 business days to be processed once merchandise is returned.  Our customer’s merchandise was scheduled for pickup on 2/24/15.  A refund check was cut on 2/27/15. It was mailed the next business day, 3/2/15 through priority mail.  Our customer contacted us on 3/11/15 to report that the refund check was not received indicating that there may be a discrepancy with the mailing address.  A new check was sent 3/12/15.  3/13/15 we confirmed that our customer received both the new check and the first mailed check.  We value our customer’s feedback and appreciate her patience.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

3/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband & I purchased 2 power rocker recliners & 1 power reclining loveseat Signature Design by Ashley.We are winter Texans & only at our residence approx.4months each yr.In January I noticed the leather on headrest was coming apart.In another month it was apparent on both chairs and also on arm rests.We took a chair to the store & showed it to the mgr.***** on 2/4/15.She stated the problem had been issue with other customers&gave us#for customer service.Called that day;emailed pics of damage & serial #s as instructed. On 2/9/15 I called&told they did not have this info so resubmitted;advised would hear something by March 1st.No response;sent email 3/03 & called 03/06.Asked how long claim takes & told 7 to 14 days but they had nothing on it?When claim filed on 2/9 I advised we would be returning to Iowa the end of March & needed some type of resolution. Can you help with this. For the record only my husband has used these chairs(no children or pets).I was very particular with their care & rotated the chairs each winter we returned.We realize their is no warranty left,however,it should be noted these chairs have been used almost less than 12 months since we are only here starting in December&return home to farm in Iowa in the spring. Ashley admits this durablend product is at fault but says the mfg.has to resolve.We feel Ashley sold us the product&that they should resolve our issue & they should deal with the mfg.We will be back in Iowa by April & will not return to this home for 8 months.We are frustrated to say the least.Any help is appreciated in this matter.

Desired Settlement: We are not interested in any Durablend product after this experience. We request some type of compensation or credit with store towards replacing with a leather or leather match product.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer experienced with working with Customer Care.

Leather and synthetic leather products while more durable than many fabrics are not impervious to ware.  To get the longest life out of these products it is necessary to practice regular care and cleaning. Specific instructions can be provided on request and are available online at the Ashley Furniture Home Store website as well. 

We have contacted our customer and approved a reselection. 

Thank you for bringing this matter to our attention.

Sincerely,



****** ***** ****** ** *** *********

3/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a queen bed from the store in webster Texas. When it was put together it was done incorrectly, a drawer was warped, and a piece was missing completely. I called for replacement parts and they came to take pictures. I called a week later and they said they were on back order. I called another week later and they said they were shipped and should be here that Friday. I waited till Tuesday and called. I told them I just wanted to return it and get a full refund. They said they cancelled the parts order meaning the lady who said it had shipped lied. I scheduled 2 times for the bed to be picked up. The first time I took off work but they never came. The lady never put it in the system. The second time I took off work and they still didn't show and I called with them telling me it was scheduled on a different day then what I agreed to have them come. By this point I've already taken off work twice and had to take off the third time for them to come pick it up and they were late showing up about 7pm when I was told earlier. Now the refund was told I would get a certain amount back. They first told me they couldn't email me a confirmed amount for my documentation. I finally spoke with Hazel and she said that she could send me an email. So the previous lady lied to me about not being able sending an email confirmation. Finally when I checked my account for the refund it was $203 short of the return. I knew I shouldn't have given them the product back before I had my money. I'm still short $203 and missing 3 days of paid work. They have lied to me multiple times as well. Very displeased with the quality, service and the incompetence of the employees! I would like my FULL refund, a letter of apology, and compensation for my time, financial henderance, and stress.

Desired Settlement: Correct refund, a letter of apology from the owner of ashely, customer service training to employees, and compensation for missed work, financial struggle, and stress.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the furniture defect and our errors caused.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request.

It is also very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

Our customer was dissatisfied with the furniture and the warranty process so we agreed to make an exception to return the purchase.  There is some confusion about the value of the purchase. Our customer paid via financing $873.78, and $100 with a promotional store gift card.  In returning this purchase we can only refund what was paid for the purchase $873.78, this full amount has been refunded as of 3/17/15.  The financial institution has the refund and will process it according to their terms and conditions.  We have also agreed to issue a new promotional gift card for twice the value of the original for our customers satisfaction.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.  I still will not be pleased with my experience and will no longer be a customer and will not recommend them!!


Regards,

******** *******

3/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture from Ashley's and it was delivered on 3/27/15. Most of my furniture had defects. My dining room table had a dent, my therapeutic adj bed doesn't adjust anymore, love seat seam was coming apart, my night stand lookd as if it was dragged and bottom front paint scraped off, my footboard handle broke when delivery guys tried to put it on, my footboard paint is coming off. Not to mention when my bed was being brought in the delivery guys knocked the headboard on my celing and didn't report. Well when I called Ashley's i reported all issues but forgot to tell them about damaged to my home. I had mentioned it a couple days later when a survey guy from corporate had calld me and was referred to show mechanic when he showed for the rest of my damages. He took note but when I called Ashley's they told me nothing could b done to fix my celing since I didn't tell them in 3 days after it happened. Which I think after all this trouble and nothing they can do is ridiculous. They wanna sell me more but don't feel I deserve a discount or anything but 100 dollars for my time after I get a loan for over 13,000 dollars. The way customers our treated there is ridiculous. I feel I was lied to when that warranty was sold to me just to get commission for themselves. I wanted my bed replaced for non electrical since I'm having this issue now and there's nothing they can do since its in my home already. I'm very fustrated and unsatisfied. I should of listened to all the negative feed back before I put my trust in a company.

Desired Settlement: I would like either my bed replaced for a non adjustable bed and refund the difference to my bill since its not my fault they sold me faulty merchandise. Fix my wall and show respect to your customers that you care you have a buisness because of them and there money, cause without us you would be out of buisness.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the delivery experience and recovery process.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

Many of our customers choose to purchase deliveryservices.  When property damage is caused, we accept claims reported to us within 72 hours.  These claims are subject to  verification before coming to an agreement.  It is important to us that deliveries are performed in a professional manner and to our customer’s satisfaction. 

We have verified with our customer that the adjustable base is now in working order. We have made arrangements with our customer to exchange other damaged items and as a gesture of good will, we are also issuing an additional discount. Our customer’s satisfaction is important to us.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased my first piece of furniture from Ashley Furniture Homestore in *******, TX. Salesman was professional but there was some "miscommunication" between my sales associate and myself and I had $2000 of extra items added to my ticket that I specifically did not ask for. I was not pleased with this since I am already stretching my budget to afford new living room couches. I was expecting my total sale price to come to just over $2000 but when I went to pay I was told I owed almost $5000. Fast forward 3 weeks to my delivery date. I purchased a 6 piece sectional and a coffee table. After the first day of having the couches I noticed that 2 pieces were completely broken in the back. I called the service number and they sent a technician to my house to see if they can "fix" my couches. In the meantime, I've also had my coffee table break with one of the wheels breaking off of the bottom. I haven't had this furniture for 3 weeks and 3 of the 7 pieces I purchased are now broken. In summary, I spent $2,000 for broken couches that were still broken 3 weeks after receiving the and the last thing I want is to pay that amount of money for couches that require fixing I was also told by the manager that the couches come with a lifetime frame warranty, even though its not stated in my terms of sale (per manager Rob Farnham). I have spent far too much time since purchasing the couches organizing repairs and waiting for service calls. The repair gentleman came on 3/4 and fixed the couches but he admitted that they are now essentially refurbished. I would have bought from an outlet store had I wanted refurbished furniture. I am fearful for the longevity of my recent purchase and I would really like a full refund for my purchase or a partial refund reflecting the newly refurbished product I now own.

Desired Settlement: As stated before, I would appreciate either a) a full refund and I return the product, or b) a partial refund ($1000) to reflect the broken and now refurbished product that I purchased new.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the issues with the frame.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

Our customer received delivery on 2/14/15, and our customer service department was made aware of the issue on 2/23/15. The frames are covered by a limited life time warranty and a craftsman has restored the damaged sectional.  We appreciate our customer’s feedback about the craftsman services and the concern that the services will degrade the longevity of the product.  While we do not agree the longevity will be effected, given how little time our customer has had the merchandise and his satisfaction, we are willing to provide an exchange at no additional cost of the damaged items. This is conditional, provided that they are clean and have no additional damages at the time of pickup.  We are in the process of contacting our customer to discuss further but have been unable to reach our customer over the last few days, we will continue our efforts to reach our customer to resolve this.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

3/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a mattress and mattress topper on 2-14-15. Was told mattress would be delivered 2-20-15.Received a phone call 2-19-15, stating mattress would not be delivered until 2-24-15.On 2-21-15, received a call that mattress would be delivered 2-25-15.Today is 2-15-15 and I still dont have a mattress and Ashley Furniture cant tell me why or when I will get it. My husband has taken off of work today. this store is very unprofessional and I will never purchase from them again.

Desired Settlement: I want my mattress and at this point they should discount!!!!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the merchandise availably has caused.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are contacting our customer to schedule delivery for the soonest available time.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ********
Office of the President

Consumer Response: Complaint: ********

I am rejecting this response because:
I still do not have the mattress and I have been told multiple reasons as to why its still NOT delivered.
Weather, delivery error, back order, warehouse issues, etc....
and when you call the customer care center to try to get any information ###-###-#### option 2, you will wait
minimum of 15 minutes to speak to a live person. Last night i waited 28 minutes to speak with someone all
for them to tell me they still dont know when it will be delivered. this is TERRIBLE. I ordered the mattress
February 14, 15. Again I WILL NEVER DO BUSINESS WITH ASHLEY FURNITURE AGAIN AND WILL ADVISE EVERYONE I
KNOW NOT TO AS WELL. 
Regards,

****** ****

Business Response: Dear BBB,

We have been in contact with our customer.  We will only be able to provide delivery once the merchandise is available.  As a gesture of goodwill we have agreed to provide an additional discount. We will continue to follow up with our customer to help ensure their satisfaction and discus other solutions if the matter cannot be resolved in a reasonable time for our customer.

Thank you for bringing this matter to our attention.


Sincerely,

 
***** ******** ****** ** *** *********

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress and some other furniture from Ashley Furniture in September 2014. The mattress cost approximately $2,000, and was to help me with my lower back problems because its quite firm. Apparently there is a complex system of air bags and valves in the mattress. I'm not sure what happened, but in the last week there is a significant sagging on the side of the mattress I sleep on. When I removed all the bedding and inspected it, you can hear what sounds like a deflated plastic bag inside the mattress, and it is notably sagging. I've tried to reach out to Ashely but can't seem to get someone on the phone in a timely manner who can help me.

Desired Settlement: I would like Ashley to replace the mattress with one that isn't defective.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience he is experiencing.

As each person’s sense of comfort is unique, Ashley Furniture Home Store does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms vary based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a manufacturing defect that has not been soiled or stained in anyway.  Manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written. 

According to our records, we have scheduled for a certified craftsman to inspect the mattress on 03/10/15. Once we have the report from the craftsman, we can proceed accordingly.

Thank you for bringing this to our attention.

Sincerely,




****** ***** ****** ** *** *********

3/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a bedroom set after being assured by salesperson that the furniture was present in the local warehouse and would be delivered within ten days. Subsequently, two confirmed delivery dates have come and gone with no delivery. In each case, confirmation of delivery was provided by the contracted delivery company prior to the delivery date and a four hour window was provided during which someone had to home to take delivery; this required my wife to take time off from work (two occasions). On the first scheduled day, the delivery company called to inform my wife that the delivery would not be made on that day (no reason given) but would rather occur two days later. A confirmation call was made the night before the re-scheduled delivery date. However, no delivery occurred on that day either; no phone call/message was made to inform us of the non-delivery. Upon following up with Ashley customer service, the representative had no explanation for this and, in fact, indicated that the purchased furniture may now not be available for delivery for another 3 weeks. After explaining what had initially been promised, the representative informed us that the Ashley salespersons often promise delivery dates that are not possible in order to make a sale. Ashley would not honor our request to cancel our order. At this time, no delivery date is scheduled.

Desired Settlement: We want the furniture we paid for within a reasonable time and we want the delivery company to either honor the schedule that they confirm or notify us ahead of time if plans change (i.e., common courtesy). As it stands now it will end up being a month or more from the time of purchase until delivery is made. If we cannot be guaranteed delivery within the next couple weeks (still well beyond what was promised at the time of purchase), we would like a refund or our order.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

Our customers purchase was delivered on 2/28/15.  Some material defects were found.  In accordance with the warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

 
Sincerely,



***** ******** ****** ** *** *********

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on December 26th I bought a bedroom suit and was told that if I purchased the insurance from Ashley, (Montage protection insurance)for 500 dollars, i would receive a REFUND check for the 500 dollars after a 5 year time span of not using the insurance. The sales representative LIED. You can get in store credit but not a refund. My mother and I both asked questions and told the sales lady that it seemed like a scam and she went on to tell us that I would get a check in the mail. I called MONTAGE PROTECTION INSURANCE at *** *** **** and was told that they get lots of compliants from Ashley's customers telling them the same thing, but they are trained and know not to tell the LIE. I talked to the Sales Manager of Ashley who said he would get to the bottom of it and talk to the sales lady and call me back the next day. I never heard from him again. I want a 500 refund for the lie me and my mother both heard and even asked questions about the insurance reassuring us I would get a check.

Desired Settlement: refund from Ashley for insurance I was lied about.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience if there was a miscommunication.

We proudly sell Montage Furniture Service (MFS)’s protection plans to our customers with their approval. To help our customers understand MFS coverage brochures are available at our front counters.  We do not set the coverage or approve claims for MFS protection plans. This service is provided by MFS directly and is an independently owned and operated company. For questions about their coverage or claims please contact them at *************

Once furniture covered by MFS protection plan is delivered, only MFS can cancel the service per their terms and agreements.  These terms do contain provisions for canceling the service.  While these services may not benefit every customer, many of our customers have reported that they are very happy with the services provided by MFS.  

Ashley Furniture HomeStore (not MFS) does provide a promotion with the purchase of MFS protection plan. If MFS protection plan is not used within its 5 year term, Ashley Furniture HomeStore will credit our customer for the full price of the MFS protection plan. This credit is non-refundable and can be applied toward any new purchase at one of our locations.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a loveseat on Wednesday, Feb. 11th. After finding it available online later that evening at a lower price, I returned the next day (Thursday, Feb. 12th) in less than 24 hours of the initial purchase and requested a refund. I was told that my refund would take 3-5 days. When I mentioned it was a debit card they said it would take 7-10 days. I'm not sure why a debit card would take longer than a credit card since it is typically considered the same as cash by other businesses. ***** also told me that she would forward me via email confirmation that my refund had been processed. Having not heard a word in the the 4 days between Thursday and Tuesday I visited the store again on Tuesday, Feb 17th. I spoke with Ashley and manager of the day ********. They assured me they would do what was necessary to get the refund processed by the accounting office today. At 4:40 I recieved a call from Ashley that the refund still had not been processed by the accounting office. However, she expects it to be done by Wednesday, Feb. 18th. I should mention that I NEVER took possession of the loveseat. I canceled it before I was scheduled to pick it up. The purchase price with warranty and tax was $900.58. So they have now been sitting on my money for 6 days. To further complicate matters, the debit card I used to pay for the loveseat is being canceled (& reissued with a new number) on Wednesday, Feb 18th. Therefore I highly suspect that even if the refund is made tomorrow as promised, my money will be stuck in limbo and they will likely refuse to fix the problem. I informed both Ashley and ******** of this concern today. Again, they assured me that they could provide me with an authorization number that my bank could trace. Unfortunately, I have already been made similar promises and don't really buy it. Had they processed the refund when it was requested 6 days ago I wouldn't even have to be worried about dealing with the bank.

Desired Settlement: I want cash back ASAP. And quite frankly, if they are going to accept a debit card as payment in the store they need to be able to refund the payment in the same manner. Any other place of business has you swipe your card, enter your PIN and the money is back in your account in less than 24 hours. It seems to me that the "process" in use by this store is a scam. They are earning interest on MY MONEY! Interest on $900 over 6 days may not be much to the average person, but if they are doing this to hundreds of people across the U.S. then they are making a small fortune off customers. Seems to me such a practice is likely illegal - or at least it should be!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the refund time frame.

We are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events.

All refunds we provide may take up to 10 business days to be completed. These business days are in terms of the financial market (Monday-Friday).  Our customer’s purchase was cancelled on 2/12/15, the refund competed processing 4 business days later on 2/18/15.  This payment was issued back to the same card used to make the purchase.  

Thank you for bringing this matter to our attention.

Sincerely,

 
***** ******** ****** ** *** *********

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a bedroom set from ashley furniture on july 2014 for the price of around 2700 dlls, it was delivered good but at the time of the delivery i noticed a big scrath, the delivery people just paint it with a brown color, ugly job, then before they leave i call the ashley customer service and the told me they will send a tech, he will never arrive. After 3-4 months the all the furnitures started to peel off the paint, i inmediately call ashley furniture store and they told me they could repaired but i did not want a repair, i told them that if they repaired the furniture it will peel off from other parts because in that time it had like 4 defective peel off paint, as today it has more than 13 defective locarions off peel off paint, what i told them is once repaired it will come again because is not a scrath or something that could be repairable, THIS IS PROBLEM THAT IS HAPPENING IN FRONT OF US. After to many calls i request tech, i arrive at my house and i do not let him to repair my furniture unless he explainme why it is happening, he told me ashley make their products so fast that they didnt let the paint to dry and the they put the furniture in a kind of oven to seal the paint but the fail, they just burn the paint. I refuse that time to get the repair, they do not want me to give me my money back, i paid them in full, its hard to buy something and be defect is sad. They just told me they could not give the money back because the furniture has been purchase more than 5 months ago. Ps: i bought that furniture because i loved it, i could be aggree to repair it if it was a scratch that somebody did, but in my case is a defect THAT AFTER MORE TIME PASS, MORE PAINT WILL COME OFF, IT IS ENDLESS DEFECT.

Desired Settlement: I want the my money back, they have time already to change my furniture but they did not, so their time exprires, and nobody likes to have a future custumer service like them igly services and rude.

Business Response: Dear BBB,

Please convey our apologies to our customer.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to manufacturing standards.  

We have previously offered to restore our customer’s furniture, at no additional cost to our customer. This was offered as a courtesy.  This offer was rejected. The furniture is physically damaged with nicks in the finish, after review, we have found that the damage is not the result of a material manufacture defect.  As a gesture of good will, we are still willing to provide our customer with free restoration services as a courtesy.  If our customer wishes to accept this offer they will need to contact our customer care department at ###-###-#### within the next 14 days.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

********* ** ** *****


ashley could not play with his customers, i did not accept to fix them to let ashley see that is a defect not a use damage, i was waiting a tech this 28 of february and did not appear.

i know and everybody know this is not a serious company, if you want to take care of your customers you have to go personally a manager or something and see my furnitures, bad quality all the paint is falling off like NAIL PAINT AFTER DAYS OF APPLIED, is ridiculus i am not buying a bag of potato chips on the market, be a serious company please do not be a Liars, HOPE EVERYBODY READ THIS AND SEE WHAT KIND OF COMPANY YOU ARE.

you are telling me that i damaged the furniture, are you sure? Did you go to see my furnitures personally dont be ridiculus.






Business Response: Dear BBB,

Please convey our apologies for the experience our customer has had.

The items in question, have been in our customers home since June 12, 2014.  We have sent a certified craftsman to inspect the furniture and deem that these items can be restored to manufacturing specifications. However, the customer has refused repair.  

We will gladly schedule a craftsman to perform the repair.  Our customer should contact ###-###-#### to schedule the appointment.

Thank you once again, for bringing this to our attention.

Sincerely,



****** *****


Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

********* ** ** *****

****** ***** did you go to school? Can you read? Can you read and think at the same time?, please read CAREFULLY and please use your grey material, the furniture started peel off the paint ITSELF it is like a horrible acne, it started months ago and wont stop, are the tech is going to repaint all the furniture, please dont kidding me, since june it has two new spots, just answer this question.

the furniture is not going to stop droping the paint, so you think with a brown crayola you can hide all the spots, ok maybe but i did not bought something used or open box, and what will happen with all the spots that will appear after the one year warranty expires?

please understand that is not a problem that come with and can be fixed, THIS IS A PROBLEM THAT WONT STOP JUST BY PUTTING YOUR MAGIC CRAYOLA, as soon as you paint them they will appear in other places, i have already 13 different spots damaged, what make you suppose that wont appear more spots?

I CHALLENGE YOU TO COME HERE AND SAY ON MY FACE THAT I DAMGE THE FURNITURE AS YOU SAID ON THE PAST MESSAGE, please dont be ridiculus.

PS: If the problem could be solve, i had will repair it time ago, BUT YOU AND ME KNOWS THAT PROBLEM IS ENDLESS IT WILL APPEARS MORE AND MORE SPOTS AFTER TIME. 


3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Multiple Issues: I had purchased four furniture last month and three furniture were defective. (75% of the overall order) One of them was DOA. My wife refused the furniture and asked the delivery folks to take them back but they ignored the request and just left the furniture at home. Ridiculously, one of them insisted that the office desk with scratch on right side is not defective and did something on the scratch with touch-up paint without any permission from us. In addition, these people left removed metal staples from the furniture at all. Few weeks later, they brought two-replacement furniture after I filled a complaint with the customer service. Unfortunately, both of them were even worst and DOA. The office desk was swinging, not leveled, and the cocktail table has a huge crack on the top of the furniture. Another issue is three dining table chairs. I ordered one dining table with five chairs and three of them are not leveled and rocks. The store manager kept insisting that floor at my home is not even, so it is our problem NOT their products. Simply thinking, if this was the case, other two chairs should have been also problematic but they are just fine. I had a technician came over to fix them as the store manager suggested. The technician disassembled the furniture; acting like that he would fix them, but eventually put plastic chips on the bottom of each chairs leg to level them out. He also tried to get away from the problem, insisting that house floor is not even and nothing is wrong with the products. Even prior to having this technician, I had sent the photos of the chair to the sale rep and the customer service but these guys kept insisting that it is our home floor not there products, which is the root of the problem. Getting frustrated with the issue, I had to visit the local store to discuss about the problem with the store manager for over 30 minutes. The conversation just rat-holed. The same approach, blaming on Uneven floor issue and did not resolve the issue at all.

Desired Settlement: He insisted that there is no 100% guarantee that next shipment from the factory will have perfect product with no problematic legs. (This is a good indication that they do not have any QA process at all) He suggested me to have a technician again to fix the furniture. He claimed that this time the technician would bring extra legs and replace problematic legs with these. He does not have any intention to help the customer but concerns about their operation cost and returned merchandise. I requested to cancel this item and complete the replacement of rest of furniture ASAP. One week has been passed and nothing has happened now. Now, I have to call them to find out why replacement has not been scheduled as they promised last week. The bottom line is that it just takes too much time in my side to deal with this non-sense, plus extremely poor customer service. I want to hear what CEO of this company has to say about this instance.

Business Response: Dear BBB,

Please convey our apologies to our customer.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to manufacturing standards. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events. 

As a gesture of goodwill, we have returned the dining table and chairs on 02/25/15.  We are also processing an exchange of the home office desk and cocktail table, which is scheduled for tomorrow 03/03/15.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

3/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered 5 pieces furniture december 14, 2014 with promised delivery of january 1,2015. After many calls we were told it would be around the 19 th. 3 pieces delivered on the 16th january, all pieces had problems.one side table had black marksalot marks, tv stand doors had bad magnets and doors would not stay closed, another side table had a warped drawer and the lift top would not close.i called the customer service line within an hoir of receipt and talked to Josilee, according the the sales guy, ***** she received my call but didnt write down anything. Called back and they said they would send avrepairman tonrepair .repairman came out and said he only orders parts then after 4-6 weeks he would come and repair the furniture.Repair gi said Ashley would not do anything about the table with black marks as it comes from Viet Nam that way. Got a call from customer care and they said we would have some parts in 3-4 days......no parts yet.o Last piece of furniture was to finally be delivered today, january 29,2015 from 3:30 to 5:30 and we were confirmed for this delivery time. Got a call at 2:30 today saying it did not come in on the truck and would be several more days.talked again to customer service and they confirmed they would not do anything about the side table with black marks.we bought ghis furniture Dec 14th to have Jan 1st. We did not expect to receive defective furniture,and they could have replaced from stock.

Desired Settlement: We would like replacement of the three wood pieces of furniture, two side tables and tv stand.i would like my sofa deliverd timely.i would keep the leather recliner.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience.

We support the limited warranty provided by the  furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In  accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to manufacturing standards.  

I show we have ordered the magnets and latches as well as the drawer to replace for our customer.  I am showing per UPS, that the last of this order will be delivered today.  Once our customer is in receipt of the parts, we will gladly send our craftsman out to restore the furniture to manufacturing standards.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********


3/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDER 3000.00 WORTH OF FURNITURE FROM THIS LOCATION IT TOOK TWO WEEKS FOR THE DELIVERY AND WHEN IT CAME THEY ONLY HAD PARTS OF THE MECHANDISE. I CALLED CUSTOMER SERVICE AND THEY WERE VERY RUDE TO ME. THEY TOLD ME THAT THEY GUYS HAD LEFT BEFORE THE OTHER MERCHANDISE HAD ARRIVE AND IT'S AT THE WAREHOUSE RIGHT NOW. I ASK IF I CAN PICK UP MY OWN ITEMS THEY SAID YES. I WENT AND THEY ONLY HAD ONE PIECE AND SAID THE OTHER PIECE HAD NOT MADE IT YET IT WILL BE THE NEXT DAY. NO ONE GAVE ME A CALLED INFORMING ME THAT SOME OF MY ITEMS WAS NOT READY. THEY HAD THE DELIVERY GUY TO TELL ME WHEN HE ARRIVED AT MY HOUSE. (THAT IS CUSTOMER SERVICE RESPONSIBLITY). I HAD A VERY HORRIBLE EXPERIENCE.

Desired Settlement: DELIVERY REFUND

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible and continue development. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

The delivery fee has been credited back to the account and applied to a new purchase of lamps.  We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a dining room set and found that the chair fabric was from 2 different sets and some of the buttons are way out of alignment. No on will return our calls. When we talk to someone, they say they will call us back, but we never hear from them again. Product_Or_Service: 11/2014

Desired Settlement: DesiredSettlementID: Replacement Want matching chairs without defects.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced due to damaged merchandise.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition 

We have been trying to reach our customer and will continue to do so.  We want to ensure our customers satisfaction and will discuss options available with our customer directly, once we are able to reach them.

Thank you for  bringing this to our attention.

Sincerely,



******  ***** ****** ** *** *********

3/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, My name is ***** ******* and I have been in contact with Ashley Furniture for some time now about my furniture. My family purchased a Desk from Ashley Furniture. We had a warranty on this product when it broke and we contacted the company. They said they would be brining someone out to look at our desk then they will order the new part. So much time passed that we forgot we even called them. We notified them they never showed up so they sent another rep tour home. They first said they could not come out because we were not in our warranty period but when we explained we were in the warranty period when we originally called they said they will draw it up as a courtesy. I told them that would be fine with me. I just wanted them to come fix the desk and my bed drawer that was also under warranty. The tech came out and saw the issue. She ordered the part and said we should be receiving it soon. It had to be over 4 months and we still didn’t hear anything. When we finally decided to call them they said it was shipped to another location. I then had to go through the whole process of ordering again. We finally received the item the past sat and it was the wrong part. I notified Ashley Furniture and they said there was nothing they could do. It was not in warranty. I spoke with a young lady over the phone and asked her to pull up my information so she could see exactly when I ordered the items. She said she couldn’t because it was in the old system. She said she will elevate the situation and call me back. She did not. I called Ashley Furniture today and got the same speech but this time she said there was nothing she could do. This is furniture we are still paying on. Not only that, They have comments in the system stating it was a courtesy call when they came out but they didn’t write out why it was so. That’s how they got around it. They wait until your warranty runs out then they tell you there is nothing they can do. I have had countless situations with the company and I just want to be treated like a valued costumer. This will be the last time I purchases any items from this company who knows how to cover their tracks. I have even tried to contact their corporate office to get some sort of help and they are worse than the local stores. I have no idea what I can do as a customer to get this handled. We should not feel like we are at the mercy of big business and we should be valued. I can not even give you any dates for the next page because they cant look them up in the system. They only have the dates that clear them from anything. Is there any way you can go back and view the comments put in the system of even listen to the phone calls I have had with Ashley Furniture. I need to know what my options are. Every day I am reminded of them because they are now selling furniture on our Base and I do not want another service member going through what I have had to endure. All I want is my desk fixed and to be treated right. Any help will be appreciated.

Desired Settlement: I would like my desk repaired or replaced. My desired outcome would be to be treated like a valued paying customer.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the furniture and warranty process.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

Our customers furniture was delivered on 4/27/2013. We have reviewed the options with our customer, and agreed to provide a promotional Ashley Furniture HomeStore gift card that can be used at any of our locations. We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

3/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, On November 13, 2014, I placed an order with Ashley Furniture taking advantage of a Thanksgiving sale. One of the items was the “ACCENT CHAIR/BALLARI – LINNEN/G”. When I got home and measured the room again, I decided to cancel the purchase of the chair and called Customer Services. Ashley Customer Services told me not to worry, and because they had not delivered it yet, and I called soon after placing the order, no cancellation fee would apply. However, Customer Services apparently did not communicate that to the Delivery Department. They kept calling me trying to deliver the chair, even late hours on Saturday night! I must have called Customer Services 8 to 10 times! I would get home from work and they would be waiting from me in my driveway! Customer Services kept telling me not to worry – that everything was ok. To my SURPRISE, on January 4, 2015 – they charged my credit card as if they had delivery the chair! The amount is $365.33. Customer Services finally told me that if I press number “3” when I call – I would be transferred to the store. Again, they said that they would fix it. I called many times to follow up, but the lady who was helping me could not answer the phone and never called me back. I sent an email/complaint to the Corporate Office of Ashley Furniture, they said that each store is independently owned, but that they would contact the store and try to help me. But the amount for the purchase of the chair is still showing in my credit card. To be clear – I DO NOT HAVE THE CHAIR. Please help. Thank you.

Desired Settlement: I want the $365.33 dollars being charged against my credit card removed from my bill. I do not have the chair.

Business Response: Dear BBB,

Please convey our apologies to our customer for the billing error.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. 

We have contacted our customer and refunded the accent chair which was billed in error.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

******** ******

2/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa and love seat on January 22, 2015 and scheduled a pick up for January 25, 2015. When I arrived to pick up the items, the love seat was not there. I called the store and spoke with a manager, who informed me they would deliver the love seat Tuesday January 27, 2015, and he would call me back to confirm. I never received a call back. I called back Tuesday and spoke with a different manager. I was informed the delivery was not available until February 10, 2015. Saturday, February 7, 2015, I received an email confirming delivery for 2/10/15. Monday, February 9, 2015, I received a phone call saying the piece cannot be delivered tomorrow and I needed to reschedule. This is ridiculous!! I called the store to speak to a manager and the girl who answered said a manager couldn't help me and I would need to speak to customer support; so she transferred me. I had already been holding with customer support for 20 mins and did not want to hold any longer so I called back and asked for a manager again. The girl who answered put me on hold a few times then said a manager wasn't available because they are all on calls. I have already paid for the pieces in full, and now I feel avoided. Someone needs to contact me to resolve this issue immediately!

Desired Settlement: I should be compensated for Ashley Furniture's continuous screw ups!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by  the delays.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We have made multiple attempts to reach our customer by phone so that we can make arrangements to complete our customer’s deliveries and discus resolutions. These attempts to make contact by phone have been unsuccessful so we have also reached out to our customer by email.  We look forward to speaking with our customer.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

2/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My boyfriend and I went through Ashley to order furniture for our apartment. We ordered what we needed in October 2014. We still need chairs, a rug, and a mirror. They keep pushing back our order and we haven't received anything. It has been almost 4 months to receive what we ordered. We are getting no where and we want this problem to be resolved.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We would like a discount on what we bought.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the delays of our customers items.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  

We show our customer is scheduled for delivery tomorrow with no further delay.  We would be happy to discuss a discount and continue to reach out to our customer.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

2/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We experienced numerous issues related to delivery and failures to communicate, which were resolved. However, our new couches and chairs arrived with a very bad strong chemical smell, making them practically unusable. After about a month with no reduction in intensity, we reported the issue to Ashley. We were told it may take two weeks for the smell to go away, however I informed Ashley that it had been approximately a month since we received the couch and chairs. They offered to send a technician and we scheduled for the following Friday in the evening, with a confirmation of time a few days in advance. No call was received until Friday morning at 9 am when customer service called to say the technician would be there within two hours, which would not work since both of us were at work. Ashley refused to schedule the appointment later in the day as originally agreed, and instead scheduled us for Monday. However, no one ever called or showed up today. We then called the store and was told that technicians do not go out on Mondays, and that no appointments would be available until next week. We received our couches on January 3rd, so it has now been over a month with couches we practically cannot use, and the store is entirely unwilling to actually assist us (which was the same problem, i.e. several failed delivery schedules, that we had even getting the couches delivered). We have no idea what chemicals are making the couches so unbearable, and really don't like that Ashley thought it appropriate to deliver the furniture in this condition.

Desired Settlement: We would like all furniture replaced and for Ashley to ensure the couches have been made safe for our home before they are delivered to us.

Business Response: Dear BBB,

Please convey our apologies to our customer for experiencing an odor with our furniture.

New furniture may emit odors or have the “new car smell.” Ashley Furniture is constructed and treated to meet the highest standards for furniture building and material codes in the United States of America.  In most cases this smell fades as the furniture is exposed to air circulation. 

As a gesture of goodwill, we have agreed to exchange the furniture, as the odor has not faded. 

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

2/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I am writing to make a formal complaint against Ashley Furniture Home Store. My family and I are extremely dissatisfied with the service that has been provided by this company; specifically, the **** * ** ******** location. Not only am I disappointed about the many broken promises that were made to me and my family, as well as the loss in pay due to days taken off work waiting on a delivery, but I am also extremely dissatisfied with the actual items that we purchased. Although our experience at the store was pleasant when we first bought our two queen size beds and two queen size mattresses on November 29th, everything from that point on has been an absolute nightmare for us. We made this purchase during Black Friday weekend. We were told that our beds would arrive in their entirety on December 6, 2014, which was a Saturday. We agreed upon this date because I did not want to take any time away from work. I called to confirm on December 4th, only to find out that our mattresses were unavailable, so the December 6th delivery date was canceled. On December 8th, I received a call from the warehouse. I was told that our beds would arrive on December 11th. I took time off work, expecting to receive our beds and mattresses. The beds never arrived and I never received a call from the company. I had to reach out to the company and ask why the beds were never delivered. The third date of delivery that was promised was December 17th, which is another week day that I had to take time away from my job. The items arrived, but not in their entirety. My daughter's bed frame was missing the headboard posts and the middle part of the headboard that was delivered, was cracked and had been repainted poorly with a different shade of black. I am uncertain of the date that they came back with the missing piece to her headboard, but it was sometime before Christmas. They did assemble her bed, but we were still waiting on a replacement for the cracked center part of the headboard, along with a replacement for my footboard, which I noticed was also cracked. Finally our replacement pieces arrived on January 17th of this year. After all of the time wasted and many frustration, we are left with furniture that still does not look like it was stored and moved with any care. There are minor flaws in the structure and design, but we are so exhausted from this whole situation, that we have decided to file this complaint in hopes that we receive some kind of compensation and also, in hopes that no one else has to go through this process. At some point during this ordeal, we were promised a $100 gift card to Ashley Furniture home store for our "inconvenience" but, like our furniture, this still has not arrived in a timely manner. I no longer want this gift card. I do not want to purchase any more furniture from this store, so a gift card would be of no use to me. I do feel like I deserve some kind of reimbursement of some of our total cost, for the loss of pay due to hours taken off of work and also for nearly two months of frustrations, broken promises, and less than quality pieces of furniture. Thank you so much for hearing our side of this situation. ******* ******* ************

Desired Settlement: We would like a portion of the total cost refunded to us. We do not want a gift card to this store.

Business Response: Dear BBB,
Please convey our apologies for the inconvenience caused by the delivery and service experience.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We have spoken with our customer and will continue our communication until an agreement is completed.  At this time we have offered to provide an additional discount should our customer wish to keep the furniture in its current state, or we are willing to restore the furniture to showroom quality. We are also willing to discuss other options if our customer would prefer a different solution.  We want our customer to feel satisfied.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

2/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called the corporate to complain with Ashley S. Zarzamora location but then they will just tell you that they can't do anything for you. We had been having problems with them for 3 months now. 1st, when we picked out a furniture, everything was set until they called us 2 days before the delivery that what we picked out was discontinued, so we picked out another one. When they delivered the other one, there were so much dings and scrapes but they tole us that they cant do anything about that because we picked out a floor model furniture. There were missing hardwares and said that they will order it, after a month, they called us again and wanted us to wait for another month for those missing parts. Yet, they were already charging us for a furniture that we are not even using. The manager I talked to said that even comes march and they called us again to wait for another month, we cant do anything about it. So we are stucked with an expensive furniture that we are not using because they lost the hardware that it needed. I even complained about the dining furniture that we bought, they delivered the table and a week after the chairs. What kind of a business does that without even explaining to us what happeneD. On top of that, the lamps that we were supposed to get, they keep on lying on everything. I asked where i should complain and she said that they are the corporate and they handle complaints but cant even do anything for us.

Desired Settlement: I want a refund or replacement of this item. They never were nice to us about this. How would you feel about paying for something that is broke and you are not even using it? We have waited long enough and they have to fix all the damages they did during the delivery. I want those employees to get in trouble too for getting us in this mess.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise and replacement parts delay .

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

Our customer purchased AS-IS merchandise which was delivered on 1/13/15 sold at a discount.  The parts necessary to complete the assembly were ordered, and per the current manufacture ETA, they will not ship until March 2nd.  Our customer plans on waiting for the parts to arrive.  We have agreed to provide furniture restoration services at no cost.  If our customer is still dissatisfied within 14 days after the services are completed we will make an exception to return and refund the purchase.

Thank you for bringing this matter to our attention.                                                                         

Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. Hopefully, this would be resolved on the said date.

Regards,

******* *******

2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday Dec 27, 2014 We bought A bedroom set(head and footboard, Dresser, Mirror, Chest, nightstand, rails along with a sofa and Loveseat totaling around $8,203.00. It was deliver on Saturday Jan.3,2015. All the items had some type of damage or defect except for the nightstand and dresser. We refused the products but were told that we had to call customer services. someone was sent out to look at the furniture on Wed. Jan 14 where they made the recommendation to replace the damage furniture. They scheduled to bring the new furniture on Wed. Feb 3. As they were unloading the new furniture we notice that the head and footboards were different color so none of our Furniture was delivered. So now they are rescheduling for Wed Feb. 11.

Desired Settlement: We would like for quality Control to inspect the furniture before it leaves shipment. If I am not satisfied with showroom quality furniture I am requesting a Full refund. Please note that I have take time off for the days they have come to our home. We have already made our first payment and have not been able to use our furniture... our clothes are still in boxes.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the delivery experiences.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. We value our customer’s feedback and will thoroughly examine the described events.

We have agreed to provide exchanges to our customer and our warehouse management will thoroughly inspect these items prior to their departed from our warehouse for delivery.  We will continue working with our customer to ensure he is satisfied.

Thank you for bringing this matter to our attention.

Sincerely,



***** ********
****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

The furniture
was delivered on Wednesday February 11, 2015 around 5:30.    The
Delivery staff unload the Head/footboard, chess and nightstand which looked in
perfect condition and replaced it with the damaged ones.  They failed to bring the side rail for the
bed.  As they proceeded to unload the sofa
and loveseat we noticed that it was used and damaged.  We took pictures where you can see that repairs
had been done to the sofa. We also noticed that it had felting paddings on the legs
of the sofa which leads us to believed that is once belonged to someone else.  The delivery staff told us that they had to
reload all the furniture back unto the truck and unload the other back
down.   

 

I made a
phone call and they told me that they won’t be able to re-delivery until February
20. 

I am very
upset with the outcome of this Ashley’s quality Control. I guess I will have to
see what happens next.



Regards,

**** ********

Business Response: Dear BBB,

We have been in contact with our customer.  We are attempting again to complete the exchange with another brand new set of furniture today, 2/20/15.  We hope that this will meet our customer’s expectations. 

Thank you for bringing this matter to our attention.

Sincerely,
 


***** ********
****** ** *** *********

Consumer Response: Better Business Bureau:

Furniture was delivery today Friday Feb. 20, and was satisfied with the outcome.  Thank you for your support in the matter.


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

Regards,

**** ********

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3-23-11 we bought a 2 piece leather couch which we paid cash for. We purchased an warranty ( couch was covered for any damages as long as we had the couch). We noticed the couch was peeling in different places on 11-5-14. I called and spoke with **** ******** she told me to email pictures and the receipt which I did. Spoke with ***** and she stated it could take 4-6weeks to get back to me. I called to make sure she received them. No response. I sent another email on 11-16, 12-9, and 12-11, still no response. On 12-11 I called Customer Service spoke with ***** she said she lost the email so I had to resend them. Spoke with ************, she stated that I would hear something within 7-10 days (nothing) on 1-17 Juan came out to replace the peeling piece only to find out they sent the wrong piece so he couldn't replace it. I called 1-17 and spoke with the supervisor *****, she approved to send the piece that was peeling and once I get the fabric I had to call to make an appointment for someone to come out.. After this someone called and said they were just going to send me a new couch. On 1-22 I spoke with **** and she scheduled a delivery but couldn't tell me when or what date so I called 1-24,spoke with ****** got transferred to ****** and gave me a delivery date of FEB 7.2015. On Feb. 7 2015 three delivery people came out. My husband noticed the couch has damages to the back so we did not take delivery. On Feb 7 I spoke with Ashley she apologize said she could set up another delivery dated for FEB 11. Ashley stated since I've been waiting for some time she will have the couch delivered FEB 10 I TOOK OFF WORK EARLY because I was told someone had to be at home. stayed at home no one called, no one came by. I called FEB 10 spoke with NEKA she assured me that she would have someone to get in touch with me. On Feb 11 I called and spoke with **** he said someone would get in touch with me FEB 12. This is the worst customer service I've ever seen. I am a very dissatisfied customer.

Desired Settlement: I would like to have the couch replaced with one that is not damaged, or peeling like the one that was brought out Saturday. If a matching couch in good condition cannot be found then I would like to get another set that is comparable in price to the one I had bought originally.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer experienced due to the furniture being damaged.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

We will continue to reach out to our customer so we may assist in any way that we can.

Thank you for bringing this to our attention,

Sincerely,



****** ***** ****** ** *** *********


Consumer Response: Better Business Bureau:

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

Regards,

****** *****

2/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: items wont be delivered on promised date. they called to say it may be next week but they dont know for sure. they have partial items ready to be delivered but they wont do a partial delivery

Desired Settlement: i want my ordered delivered as promised or a refund of my deposit and delivery fee.

Business Response: Dear BBB,

Please convey our apologies for the delays our customer has experienced.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. We value our customer’s feedback and will thoroughly examine the described events.

Thank you for bringing this matter to our attention.

Sincerely,



****** ***** ****** ** *** *********

2/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a couch and loveseat from Ashley; I paid for them to deliver the items on January 9, 2015. The items were delivered and upon delivery the two guy that delivered damaged my front door. I contacted Ashely's the day of the delivery to advise of the damaged door (1-9-15); I also emailed them pictures of the door to show how the damage was to my door and to the paid professional paint job I had done to my door. I waited to hear back from Ashley in regards to my door being replaced. I have called them several times and spoken with a manager ***** and was assured this would be taken care of quickly and as of today nothing has been done; no calls nothing.

Desired Settlement: I would like my door replaced to the same way it was before the delivery. No dent in my door and my professional paint job done in the same color I had on the door.

Business Response:

Dear BBB,

Please convey our apologies for the inconvenience caused by the delivery and communication experience.

Many of our customers choose to purchase delivery services.  When property damage is caused, we accept claims reported to us within 72 hours.  These claims are subject to verification before coming to an agreement.  It is important to us that deliveries are performed in a professional manner and to our customer’s satisfaction.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have contacted our customer and confirmed that the claim was reported within 72 hours.  A representative from the delivery service will contact our customer to review the evidence provided and continue processing our customers claim in a timely manner. 

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ********
****** ** *** *********

2/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Repeatedly the delivery was postponed and when the item finally arrived it was the wrong item. After many calls and conversations with staff at the store and being assured they would seek resolution and would call before the end of that business day we still have the wrong piece of furniture and no solution. I have explained that my mother has a physical condition requiring that she sleep at a 30 degree incline. We made this purchase on Jan 1 and today is Feb. 2. We have received one excuse after another. From 1. the item did not arrive on time, 2. the item arrived damaged and needed to be returned, 3. the item is discontinued and is no longer available. Product_Or_Service: Adjustable base for bed

Desired Settlement: DesiredSettlementID: Replacement We require that an adjustable base be provided of equal or superior quality, which includes all the qualities of the adjustable base we purchased. We also would like to receive an additional discount to help alleviate the frustration of 1. days waiting on deliveries that did not come to fruition 2. the month long wait for furniture paid for but not delivered. 3. The promise of calls by day's end that did not occur.

Business Response: Dear BBB,

Please convey our apologies the customer has experienced regarding getting a proper base for her bed.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. 

Thank you for bringing this matter to our attention.

Sincerely,



****** ***** ****** ** *** *********


Consumer Response: Better Business Bureau:

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

Regards,

****** **** ******

2/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had previously filed a complaint about some mattresses that we purchased at the store. They have had four different people go and check the mattresses and every time the adjuster tells us that it is visible that the mattresses are defective. The last time they went to our house was on January 7, 2015 and at that time the gentleman told me the same thing. That he could see where the defect was and that some of the measurements were at the defective level. It usually takes a few days for them to call us back with an update on the inspection. It has been three weeks and I have made several calls to ****** at the Office of the President and they have not returned my call. Her number is ###-###-####. I am unable to sleep on the mattresses due to them make my back hurt and it is hard to get up because of the indentions they have.

Desired Settlement: we would like them replaced or credit so that we can go purchase some better quality mattresses. These mattresses were not cheap therefore we should not be having these problems

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by mattress and communication experience.

As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are definedspecifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.

We are working with our customer. On pervious inspects by U.S. Quality Furniture Services the mattress was not found to contain defects under the warranty terms.  On 1/7/15 a representative from U.S. Quality Furniture Services inspected our customer's mattress.  The mattress was found to be defective under Warranty Code O provided by Simmons.  We are assisting our customer with the execution of the warranty terms for replacement. 

Thank you for bringing this matter to our attention.

Sincerely,


***** ******** ****** ** *** *********

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased over 14k of furniture from them on two separate occasions and both salesmen said they honored price match within 45 days of purchase. I came back on Black Friday and they gave me 25% price match on their documentation and said I would see the return from the 18.5% that I had on the original purchase. I have only seen about $500 back and do over $700... They won't return my phone calls or do anything...

Desired Settlement: Owed price match money $700 plus plus we purchased a additional $3000 of furniture and they have moved our delivery date and very rude in the process plus this was paid in full including the delivery charge. Btw...this is almost Feb and our purchase was in November...

Business Response:

Dear BBB,

Please convey our apologies for the inconvenience the price match and merchandise availability have caused.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have verified that our customer is still missing shelves which we have ordered.  They will be shipped directly to our customer's home.  We are verifying our customer’s price adjustments with our store to ensure they are correct.  Our customer’s satisfaction that these issues are resolves is important to us.

Thank you for bringing this matter to our attention.


Sincerely,



***** ********
Office of the President

2/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled a purchase with Ashley Furniture Homestore; **** *** ****** **** ** **** **** ***** ***** *** ************ within the contractural time frame less than 48 Hours. The store refered me to a "Lead Sales Associate" by the name of **** (Cell Phone ###-###-####). Who stated that Ashley would "PRICE MATCH" the item that we bought if I canceled a purchase that was a far better deal. I cancelled the non-local purchase and re-confirmed with **** that Ashley would price match; when I went to the Ashley store on 24 Jan 2015 the story had changed and Ashley refused to price match but AGREED to honor my Cancellation and refund my Master Card; I was told that it would take two-three day. I waited FIVE Days and called to inquire about my Refund ($1781.78) I was told by the "Off-Site Ashley Buisness Office" that they could see the order was stopped but that Ashley Furniture Homestore in Live Oak, Texas had not proceeced the REFUND. I was connected to the Live Oak store and told that I would recieve a call from ****--I DID NOT--so three hours later I called the Live Oak Store and was finally connected to **** who gave no reason for why my refund had not been taken care of and in fact told me that it was in their office. He promised that it would be filed that day (Thursday 29 Jan 2015). I called the "Off-Site Ashley Buisness Office" today Saturday 31 Jan 2015 and was told by a person named "*******" that there is no record for Refund but confirmed that the order was cancelled. She (*******) then called the Live Oak Ashley Furniture Homestore and was told that she would be put in contact with ****.

Desired Settlement: Ashley Furniture Homestore at **** **** **** ***** ****** ** ************ is leagally obbligated to refund my Credit Card the amount of $1781.78 As per the original sales contract and as promised by the store

Business Response: Dear BBB,

Please convey our apologies our customer experienced while waiting on their Refund.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly.  These processes are very important to us, and help ensure  the satisfaction of our customers.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.

I have researched the account and show that the refund was completed on 01/31/15.  If you have any questions please let us know.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has finally taken plase; However it WAS NOT RESOLVED 31 Jan 2015 as they have submitted.

Regards,

**** *******

2/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Nov 28th., - Bought furniture from Ashley ********* ***** ***** **** ***** ****** ** ***** ******** ***** - Notified that furniture order (order #*********) was in store, ready to be picked up.Jan 1st. - Picked up furniture & discovered damage at unpacking when I got home.Jan 2nd. - Reported damage by phone to customer care (******* ******) said she wanted picture and then would reply quickly so I emailed her pictures that day.Jan 6th. - No reply so I emailed and asked for status of my claimJan 9th.- No reply so I called customer care again (****** ******) said she needed pictures and gave me a claim number (#*********) and I resent her the pictures of the damage that day. Jan 14th. - After no reply from three customer care contacts, I emailed corporate offices and filed a complaint with my claim number and described problem.Jan. 21st. Still no phone replies, no email contact since original claim (3 weeks ago). Product_Or_Service: Home office large leg desk Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund At this point after numerous attempts to have store replace the damaged desk top (which appeared to look like it was dropped off the back of a semi-truck somewhere between Asia and ********* store),I want a refund for the damaged merchandise.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise and communication experience.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts. We value our customer’s feedback and will thoroughly examine the described events.

We have spoken with our customer and agreed to replace the desk with a new one. As a gesture of goodwill we have also agreed to provide delivery services to our customer's new local address at no additional cost.  We will continue to work with our customer to ensure his satisfaction, which is important to us.

Thank you for bringing this matter to our attention.                                                      

Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

******* *******

2/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I placed an order for a sleeper sofa, love seat, chair, dining table chairs, and a rug on October 24, 2014. My husband is an employee of Ashley Furniture so he gave the saled rep the item #'s for all of the items we were purchasing. We financed our purchase and paid our down payment. Once the transaction was complete we were told that the furniture would be delivered on 11/7/14. On 11/6/14 we received a call from the customer service department stating our order was not going to be delivered until 11/24/14. My husband had questions as to why the delay and why are they just now informing us of the delay. The customer service rep's response was "Bro Leave Me Alone I Don't Know!!!!" So my husband contacted the sales rep and it was explained that basically there was never any way that our furniture was going to be ready for deliver on 11/7/14 and that 11/24/14 is the soonest for the furniture. At this time we were informed that the rug we ordered was not Ashley merchandise and that it is going to be directly shipped from the manufacturer which takes 2 -4 weeks after it is ordered. We originated this order on October 24 and November 6 was the first day that we were informed of this detail. On November 26 when our furniture was delivered we discovered that we did not receive the couch that we ordered and we were also told that the rug would not be delivered until "the end of December" because it was on back order. With regards to the couch being wrong we were told that we were not charged for the sleeper sofa. We were charged for the regular couch. I requested a sleeper sofa for a reason and it does not matter that they did not charge us for the sleeper THAT IS WHAT WE ORDERED AND WAS PREPARED TO PAY FOR!!!!!! I then called the customer service line to speak with a manager. After being on hold for 45 minutes I spoke to Robert who did not care about the situation that we were in. He basically told me that there was nothing that could be done and that my only option would be to cancel the order and forfeit the money that we had paid up until that point. At this point we had already paid the down payment and first month payment on product that we have no access to. I then contacted the sales rep and went back to store to possibly find a rug that is not on back order. When I got to the store I found the rug that we have been waiting on - on display at the store!!!!!!!!!!!!!!!! I asked the rep if we could just get that rug that is hanging on display and he said that he would talk to the store manager about it. I followed up with him two days later and he says that it is against their policy to sell merchandise off the show room floor!!!!!!!!!!! I know for this not to be true, becuase I have witnessed a couch being sold off the show room floor at Ashley Furniture. Today is 1/7/15 and I still do not have my rug; no one has contacted me regarding the disaster!!!!! I WILL NEVER EVER SPEND ANOTHER DIME AT ASHLEY FURNITURE MY HUSBAND IS AN EMPLOYEE AND GETS A GREAT DISCOUNT BUT I WOULD RATHER GO TO ANOTHER STORE AND SPEND MY HARD EARNED MONEY THAN TO DEAL WITH A COMPANY LIKE THIS!!!!!!!!!!!!! The lack of customer service that we have received is a total contridiction to their advertisements and recordings on how customer satisfaction is important to this company. On January 15, 2015 we will make our third payment on a product that we have yet to receive. No one from the company has reached out to us with any solution to this problem. On 12/9/14 I was told that I would received weekly updates on the rug - but that has not happened.

Desired Settlement: I would like to receive the orginal sleeper sofa that we ordered and the rug that we ordered ASAP.

Business Response: Dear BBB,

We have contacted our customer and are working towards a resolution. 

If you have any questions, please let me know.

Thank you,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:
A rep from Ashley Furniture contacted me on 1/14/15 and I was told she would follow up the next day.  I have yet to receive a follow up call to propose a resolution to this situation. 

Regards,

******* *****

Business Response: Dear BBB, 

We would be happy to return the purchase.  We will be contacting Mrs. ***** with the details.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

2/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint involves false advertising and delivery. Ashley Home Store in Conroe, Tx advertised having 10 beds priced at $99 available at their Black Friday Sale. My husband was 1 of the 10 to get the tickets for this $99 bed. After you wait in line to pay for the bed you are given a date to pick up the bed and our date was January 3. We also purchased a lamp that was not on sale and the available date was suppose to be December 26. It is now January 24, 2015 we have not received either piece. We have contacted customer service several times and the delivery date has changed each time. I also emailed Ashley corporate office to find they are totally separate from the home stores. As of today I spoke with *** the store manager on duty, which is how he stated it. He informed me that the available date is March 10 this is ridiculous! My which date was not on sale will be available late February. A customer should not have to wait this long on a product especially 1 that was advertised as being available. At what point do they stop changing my available date and honor their offer? At what point does this become unacceptable to the store manager or owner? I will not choose a new bed and pay the difference which is what they are willing to do. Ashley Conroe needs to take responsibility if they did not get the cheaper bed before the company sold out or whatever the case they need to give us our bed that we waited in the cold for and paid for! Also our lamp is past due!

Desired Settlement: I want a queen size Ashley Bed with rails, head and foot board in black which is what I purchased. I will settle for a full size, but the only other color I will accept is white. I want my lamp just the way I purchased it or the $79 refunded so that I may purchase elsewhere. To satisfy me as a customer I would like to have it delivered for all the inconveniences endured.

Business Response: Dear BBB,

Please convey our apologies for the delays our customer has experienced.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistic short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We will contact our customer and try to resolve their issue, to the best of our ability.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********


Consumer Response: Complaint: ********

I am rejecting this response because:  After being contacted by ****** at Ashley Home Store my issue has not been resolved.  I plainly stated that this is unacceptable to me as a customer I paid for an item that the store claimed to have 10 of which they did not.  At this point it has been over 2 months my merchandise still has not been made available to me, however I have a coworker that waited in the cold for the sale as well she received her $99 bed a month ago. When promising to have such a small quantity of an item and then you can't deliver on that promise to your customers that is totally unacceptable.  Then you are not willing to compromise and offer the customer a comparable item for the same price that speaks volumes about your" POOR" customer service.  Offering to take a smaller size bed as the customer and that idea being rejected by the company's representative ****** has me wondering if I will ever get the ****** said, "This is absolutely acceptable, we can cancel the order."  At this point I wonder if that was a way of offering to return my money because maybe they are about to go out of business. Pure speculation, but it makes sense being that a company with such a huge reputation is not willing to compensate for issues that occur on their end of a transaction. Also where is my lamp that was suppose to be available December 26, 2014?  This entire deal is unacceptable and I am the customer that will not give up! Several other furniture stores had sales also we chose this particular  store because I am familiar with Ashley furniture from  buying at other locations.  Now that I have experienced the customer service at its lowest level possible this will no longer be the product of my choice! However I am expecting them to deliver just what they promised! It is bad enough we gave our 10 year old a picture of her bed and lamp attached to a pillow for Christmas! We told her when it would be in by January 3 and it's now February 2, that destroys trust in us as parents my 10 year old doesn't understand the store promised to deliver and didn't!  All she know is she don't have the things we told her we purchased for her Christmas presents.  In the statement Ashley, claims to go above and beyond to deliver services to their consumer that is clearly not being displayed in this situation.



********* *******  

Business Response: Dear BBB,

Thank you for sharing our customer's response with us.

Our customer's merchandise is not available for delivery at this time. We have provided the best ETA that the manufacture has available. We understand that our customer is not satisfied with this ETA, however we have no agency to speed the manufacturing and supply process. 

Our customer received a $300.00 discount under the promotion her purchase was made under.  We are willing to offer $300.00 in store credit to choose other merchandise, if she would like. 

If our customer is still dissatisfied with this offer, we are willing to cancel the purchase and refund monies paid toward this purchase.

Thank you again, for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. In conclusion I asked to be able to get a bed of equal value and was told that couldn't be done because there were none.  I have since went into a few Ashley Home Stores to find there are beds in this price range especially with the Presidents day sale! I am glad to be resolving an issue that should not have went this far.  I just hope we don't run into another manufacturing issue! 

Regards,

********* *******

2/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: June 12, 2012 King size Simmons "Kailey" Plush top bed was purchased from Ashley Furniture in the Humble store. The mattress and box spring were to have a ten year warranty. Within the past five months, the bed has developed a sagging or dip in the middle of the bed that causes you to lean towards to the middle of the bed, where you subconsciously will lean the other direction while sleeping. Due to this sagging in the interior of the bed, the mattress has caused severe back aches and stiffness. I contacted Ashley warranty department and they sent out a contract company to inspect the bed on Jan 3, 2015. Upon initially seeing the bed, the tech had commented on how you were able to see the edge of the beds seam sag in the middle. He proceeded to test the center of the bed, where there is thick foam, and was only able to get a 1/2 inch depression. Ashely is now denying the defect due to it only having a half inch depression. I have contacted their customer service and advised that the thick foam top has not failed, but the inner springs under the foam. Thus why you are able to see the bed sag over all. There has been no failure in the foam topping. I have since called Ashley twice to complain, they advised they were not able to assist, due to depression, despite the clear images of the bed sagging on the ends in center of the bed. No further escalation was allowed when requested.

Desired Settlement: I would request that Ashley honor their warranty (through vendor or themselves) and either replace the mattress or give a refund for the cost of the mattress so that I may replace it

Business Response: Dear BBB, 

Please convey our apologies for inconvenience our customer is experiencing with their mattress.

As each person’s sense of comfort is unique, Ashley Furniture Home Store does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms vary based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written. 


A certified craftsman on 12/13/14 went to our customers home and found no manufacturing defects.  As a gesture of goodwill and customer service, we are inquiring with Simmons, to see if there is anything further we can do to assist.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.Once we have received a resolution from Simmons, we will gladly contact our customer again to inform of the decision.

Thank you for bringing this to our attention.

Sincerely,




****** ***** ****** ** *** *********

1/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company charged my store account with $418.88 more that they should. I bought several pieces of furniture from this store for a grand total of $9759.03 including taxes and this company charged my store account with $10177.91. I have the receipt of this furniture. They charged my account with several charges not matching of what I bought and when I went 2 times to try to explain this situation they treat me like I know nothing and told me to stop waist their time. I complained with their bank "Synchrony Bank" 3 times but they too did not explained the charges and mail me incomplete information about the transaction, at that point I realize since it is the bank of the store they will do everything in their power to defend the store to the very end. I am currently waiting for the third re-open of this case but to be honest I am felling they will defend again with incomplete information of the store (they do not add the numbers). If necessary I can gladly give copy of the recipes, pictures of the furniture I bought, furniture I exchanges, and how I came with this number. They probably wanted to confuse me with all the odd charges to my account. When I spoke with the store manager he told me they can match line by line the charges with the furniture in my home (they took pictures of it). They have not done that and they even counted 2 times prices I replaced because they were broken.

Desired Settlement: The store need to refund the $418.88 dollars that they overcharge me to my store account, and a letter apologizing for all this trouble they cause me would be also appreciated.

Business Response: Dear BBB, 

Please convey our apologies for the inconvenience our customer has experienced.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  We have contacted our customer and are working with our Accounting team to correct any billing issues. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. 

Thank you for bringing this to our attention. 

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

They are working to get me the money they own me, but until they credit my account I cannot accept the resolution. They finally agreed on the difference and according to them are working with the financial department and the store to solve this issue. So until i get the complete refund I cannot accept their resolution.

Regards,

****** ********

Business Response: Dear BBB, 

We have corrected the error and have sent the refund to Synchrony Bank.  The refund should be reflected on the customer’s account within seven to ten business days, if they receive their statement electronically.  The refund should be reflected on the customer’s account within one to two billing cycles, if they receive their statement in the mail.  

Please let us know you if you have any further questions.

Thank you,



****** ***** ****** ** *** *********

1/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Most painful, stressful, horrible purchasing experience of my life. After a month of being passed back and forth between the Tacoma office and Customer Care, I officially have whiplash. Received wrong product, lost time at work due to delivery delays and damaged items; trucks arriving at home with no warning, countless unreturned calls by (Tacoma Manager) and Supervisors with Customer Care. Being told by our sales person that he really didn't care if we cancelled our order or not because he was removed from sale due to all of the issues and would not be getting a commission anyhow. And now today, Jan 2, truck pulls up unannounced to take incorrect item that was delivered early Dec only to have thier delivery driver get belligerent with my husband because we refused replacement item. Even after being told by Tacoma Supervisor that we have all rights to refuse delivery. I have video, audio and text messages to back all of this. I can't believe a company would bully their customers the way we've been bullied. Sickening. Product_Or_Service: Loveseat, couch and chair - all electric

Desired Settlement: DesiredSettlementID: Refund Total amount financed, including extended warranty. I spoke to customer care today, Jan 5, and was assured that charges would be credited within 14 business days. I will schedule minimum payment to avoid late fees and collection efforts.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced by not receiving her refund.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. 

Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved. 

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

****** with the President's office has made one attempt to contact me, back on January 14, 2015. I've returned her call on three different occasions and left three messages on her voicemail.

In addition, I've checked the status of the return/credit daily and nothing has been resolved. I was told that a credit could take up to 14 calendar days to process and today marks the 14th calendar day since the item was returned/order cancelled.

Regards,

******* *****

Business Response: Dear BBB,

We have made contact with our customer and advised that we are re submitting the refund and should take an addition 10 business days to reflect on the financing account.

If you have any questions, please let us know.

Thank you,


****** ***** ****** ** *** *********

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: it was summer of 2014 when i bought a home and i wanted to buy new furniture.i went to ashley furniture at southcenter they had i 60 month no interest and 0 down,so i picked out the furniture that me and my wife selected,they told us that that last thing i am going to pick up is in 1month from the purchase day we said (ok)with that.so i started picking up stuff after i week and they had damage the wood was not the same as the display.so i did return the first thing.the issue on this was i returned stuff because the quality bad the will continued charging me on my account.So on the five stuff i bought i had to return and still i have issues on my sons bed (they said a tech is going to come and fix my sons new bed.to get to the point at first they gave me 6000$ credit to buy.i used half because they had a board up showing what is your payment going to look like every month i made until 61$ a month.afterngoing back to the store like milion times a speaking with customer service managers they haven t done nothing insted they are saying it takes time.so i waited a while to see and they increased my monthly payment to 61$ to 84$ a month and my total amount is not going down,when i was returning stuff they did not take the return out of the system so im paying for stuff i do not have.and overpaying for the poor quality and service.like i said before i still have my sons faulty bed and pictures of stuff i have returned.I want to mencion also that after the second return i told them that i am going to return everything because they had problems and the manager said no you cannot do that and you are still going to have credit with the store so still paying for something i dont have he convieced me with picking up the faulty and replace with (new)and (free delivery) but still they did not fix my main problem after all those months.

Desired Settlement: i want them to fix my total balance on my account. my payment to be 61$ a month not 84$ and fix my sons bed

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer is experiencing.

We use a number of technological, inventories,and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. 

In regards to the damage to her sons bed; we support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved. 

Thank you for bringing this matter to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The delivery of furniture kept getting changed 6 times on the 6th time I canceled the order . The store manager said she take care of the cancelation and the finance company. Which she failed to do so cause we received a billing statement which was not even For the correct amount. So i called the finance company and talk to Manger and he said i have to talk to store since mistake was on there end. So now i contacted the fiance manager and he states he is working on it. But time running out cause bill due soon and it could effect my credit score cause not paying for goods not received that was supposed to be canceled..

Desired Settlement: I would like the order canceled like suppose to have been done. Including with fiance company with a statement showing a zero balance from the fiance company and store. And a free credit report showing no negative effects from this outcome.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the merchandise availability caused.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

Our customer’s sale was fully canceled as of 1/13/15.  We have emailed to our customer receipt of the refund processed on 1/14/15 to the financing company. If our customer has receive a bill in error from their financing, we recommend that she contact the financer who can resolve the issue.  The financing company is an independently owned and operated business, we do not have agency to negotiate on our customers behalf with them because of privacy policies they maintain.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

1/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently made a large purchase at Ashley Furniture and Homestore - living room furniture and a mattress - I also purchased a mattress pad and three pillow covers which I requested kingsize. When they were delivered they were not kingsize they were full and would not fit my pillows. I did open one of them but did not open the other two and they were $24.99 each. When I called to tell them I got the wrong size pillow covers they said too bad as because of a health code I could not return them for the correct ones. I find this hard to believe as I have taken back many sheets, pillow cases etc to target, macy's Walmart etc. so I do not believe there is a law forbidding it as they stated. I would only like for them to switch them for king size ones or refund my money either of these would be fine.

Desired Settlement: Either exchange for king size pillow covers or refund my money. The pillow covers were $24.99 and I received 3 of them.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the order inaccuracy has caused our customer.
 
We are constantly working to develop and maintain the best customer service standards in our industry.  Our management is charged with great responsibility and empowerment to help resolve issues as they arise.   It is very important to us that our employees provide clear honest communication and set realistic expectations.   We value our customer’s feedback and will thoroughly examine the described events.

We cannot authorize the return of any mattresses or bedding accessory after it has been in a customer’s possession overnight.  That being said, our customer’s satisfaction is important to us.  As a gesture of goodwill to our customer we have agreed to provide three additional pillow protectors of the correct king size.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

1/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After failing to meet delivery date promised, and it turns out, never ordering the item in question, I was promised a partial refund in 7-10 days (1/9/15). It has now been 12 days and no one is returning my calls or emails, and when I call in, I am being told the refund is just now being processed and will take another 8 days.

Desired Settlement: I would like the refund as promised, returned to my credit card immediately.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience this has caused our customer and their family.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

Our customers delivery was completed on 1/20/15. As a gesture of goodwill to our customer we agreed to provide an additional discount on 1/8/15. The processing expectation should have been provided in terms of business days (Monday- Friday).  This refund was completed on 1/21/15.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:  While the couch was delivered much earlier than expected, it was only done because I called to check to be sure it had even been ordered, since it had not the first time.  During this call I was told the couch was in and would be available for delivery on 1/20. No effort was made by the business to settle this issue.  Had I not called, I believe I would still be waiting for the product.

Although they say they have processed the refund, a full 13 days after it was originally promised to be processed, and 8 business days after it was promised to be processed, I have not received the refund in my account.  It has now been 15 days since I was told the refund could be expected to show in my account in 7-10 days.  Even if they had said 7-10 business days, they would have failed, as I still do not have the money.

They have lied and made up excuses at every turn.  Their tactics and ethics are questionable at best.

Regards,

Theresa Robinson

Business Response: Dear BBB,

Thank you for making us aware that our customer's response.

We have provided the refund requested. The funds were transferred back to our customers card on 1/21/15, we are no longer have possession of those funds.  We have provided receipt of this completed refund.  If our customer has not received possession of the funds we recommend she contact the financial institution which controls the cards account.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I have received the promised funds. 


Regards,

******* ********

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had so many issues with my experience with Ashley Furniture: 1) I went into the Ashley Furniture Outlet store in New Braunfels at the beginning of December. I spoke to a sales woman, and thought I was getting a good deal. She said I would be getting a bed (complete bed--which is what I primarily wanted and needed, as I had been sleeping on my floor, as I searched for a new bed -- again complete bed, including mattress and box ) and a dresser for $1,000.00. I thought wow, great deal and asked her several times if I was getting a bed ( a complete bed) with mattress and the dresser (which I didn't really want, but thought it was a good deal so I said okay). She said yes and said she took care of her customers.... *On this night, I took the mattress alone, so I would no longer sleep on just the floor) She reassured me that I would get the box with my complete bed and dresser. 2) I get my delivery maybe a week and a half later/two weeks (someone let them in for me--as I was headed out of town) -- what do I receive --- only a headboard and a large dresser; so sitting in my room I have a dresser, a mattress and a headboard (without panels--so basically a rectangular piece of wood) 3) I call to check in with both customer service and the sales woman and her store. A store associate tells me it isn;t their problem and I need to call customer service. Customer service lets me know this is how it was ordered. I am frustrated at this point. I spoke with the actual woman who sold me the merchandise and she spoke down to me, telling me that I was very tired that day and that SHE THOUGHT I was going to put my mattress together with a headboard, or something like this.. (this was basically impossible with the piece of wood I was sent, and although I was tired on this day, I never gave anyone the impression that I was going to do this, I hadn't even thought of it. I went in for a complete bed and this is all I wanted). STill frustrated... I felt tricked and taken advantage of. I let customer service know that I wanted them to pick up everything, including the mattress. They firmly let me know that mattresses are under no circumstances taken back. I am upset because I feel tricked into buying this particular mattress, when the only reason I bought it was because I thought I could afford it with the complete bed at a very good price. They agree to pick up the other two items, and I am able to exchange. I am gone all weekend and when I return head to a store near me in Austin. I explain the situation (I've been given a credit to cover the cost of a box spring that I was told should have been free when a mattress is bought). The store helps me out by confirming the items be returned (all but the mattress) and I have the complete bed delivered with a box spring and installed). Okay, so I wait about another week and a half for the delivery (right before Christmas), the parts of the bed are delivered, dresser and piece of wood picked up), the posts for the bed are damaged when opened. They can't leave this part, so they leave the rest of the parts in the corner of my bedroom. I wait about another week and a half/two weeks to get the part. They are delivered and installed. The glance at it from a distance, sign a form for the delivery and they leave. Fifteen minutes later, as I am putting sheets on the bed, the bed unhooks and I notice the headboard is upside down. I call them to let them know immediately. "I'm calling because the headboard is not installed properly -- it is upside down." THey make excuses saying they need to call in. I let them know, I am going to do the same thing.. I call and am on the phone for an hour. Someone calls me to let me know that the deliverers will be returning to my apartment from a delivery in San Antonio (back to Austin - an hour, hour an a half drive). They let me know this. This bothers me. It makes me feel uncomfortable. These people know where I live, I am afraid they will harm me. He is polite on the phone, but makes me feel like this is all my fault and probably like I should be feeling bad. But, I did call immediately after they left when I had noticed. I say, just send someone tomorrow after four; which brings me to my biggest issue with this experience::: ***WORKING WITH THE DELIVERY TEAM --I understood that I would be assigned a window for a delivery date, this was okay the first time; but just assigning slots for future dates without consulting with me became a huge inconvenience ( I cannot leave work whenever to see if Ashley had it right, I don't think their employees can leave early or not show up , once every week or two to wait for furniture). --Then, on the second delivery (when I was available)< I signed on an iPad for the delivery, the deliver immediately grabbed it back and I peeked and asked him what that was -- he said it is just a survey, do you want to complete it, and I wanted to, but because these people know where I live -- and I am unclear of when they will be able to see my real results I decline-- I see him complete the survey himself; which really bothered me. --The next delivery crew immediately offered the survey again I declined because of my safety to truly answer. --Now I just got off the phone with an Ashley representative, who let me know the deliverers who had just wrongly installed (who I had contacted 15 minutes after leaving) would be back from San Antonio (as I just mentioned). I said okay so the same guys are going to come back and fix the upside down and unstable bed? He said, yes. I ask him, if they are going to stick a nail in my tire. He says no. This is truly an uncomfortable and disaster of a situation, just to get a simple bed ordered, delivered and installed (A NIGHTMARE)!!

Desired Settlement: All I want is my bed to be safely put together; and my safety (but I know my safety cannot be guaranteed). I don't think I would fear my safety if things would have just been completed correctly from the start. I don't know what is worse sleeping on a bed that has taken longer than a month to complete, or sleeping on the floor. I've had bed's installed and delivered in the past and have never had such an awful experience (from other furniture stores). My bed's have been delivered and installed properly and have never had to fear for my safety from complaining about the customer service of Ashley Furniture and the delivery team in contracts, that thinks people have all the time in the world to stay home and wait for an unreliable team (this furniture is not free--I had to pay for it, including the installation).

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the multiple deliveries caused .

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

Our customer has told us that with assistance she corrected the assembly problem.  She also clarified that there was no behavior from the drivers that caused her to feel unsafe, but rather the concept that they were having to come back to her home multiple times.  We truly appreciate our customer’s patience and honest feedback.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

1/23/2015 Problems with Product/Service | Complaint Details Unavailable
1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday, 28 NOV, 2014 my partner and I purchased a chair with pillow and a sofa recliner from Ashley Furniture in ******** **. To save on the $69 delivery fee, we chose to pickup the chair and pillow while having the sofa recliner delivered. We were advised that the chair and pillow would be available for pickup on Sunday, 30 NOV between 12/noon - 600pm and that the delivery of the sofa recliner was scheduled for Saturday, 06 DEC, 2014. We arrived at Ashley Furniture warehouse in *******, ** on Sunday, 30 NOV at 1230pm and was informed that the truck did not come in that morning...that our chair and pillow would be in tomorrow, Monday, 01 DEC, 2014. At approx. 1145am, on Monday, 01 DEC, 2014 I called the warehouse and spoke with a ****. She informed me that my chair and pillow were actually scheduled to arrive on Wednesday, 03 DEC, 2014. On Friday, 05 DEC, 2014 I called at approx. 1130am and spoke with ****. She informed me that she did not see any chair and pillow purchase on my sales order that there was only a sofa recliner that was scheduled to deliver tomorrow. After at least 15 minutes of trying to convincerher that I had not picked up the chair purchase, she was not able to help and advised me to call their customer care team. I called the number she provided and was on hold for 10 minutes when I disconnected. I called the warehouse back and ended up speaking with a different person...I again tried to convince her that I indeed have a chair purchase that I had not picked up yet. Another 15 minutes went by and I was able to obtain a Sales Manager's email address to file a complaint and seek help. Right before disconnecting, the lady informed that **** was able to finally locate my chair purchase and it was ready for me to pickup. I successfully picked up the chair and once I arrived home that evening, my partner and I realized that we did not get the pillow. I called Ashley Furniture and was able to speak with our Sales Rep, ********. She informed me that the pillow actually did not come with the chair but that since she advised us that the pillow did come with, she would do her best to get that matching pillow or a pillow with a similar pattern and color to us...that she would put the pillow with the sofa recliner and we would have it with the delivery the next day. The call ended. However, 10 minutes later, I receive a call from ********. She is now advising that the incorrect sofa recliner was ordered...that we could accept the incorrect color sofa recliner while the correct sofa recliner was ordered. I advised her that I would have to call back and discuss with my partner. As soon as I disconnected from ********, the Sales Manager, Mr. ****** *********, that I emailed about the initial missing chair calls me. I re-explained to him about the chair experience and confirm with him that I was able too finally pickup my chair but the pillow was missing. I also went on to update him of the discrepancy on the incorrect sofa recliner. He too offered that we take the incorrect sofa recliner so as to have at least something to sit on and that there could be the exchange for the correct sofa recliner. I informed him that I would follow up with ******** on our decision and he advised that he would call me the next day around 12/noon. I called ******** back and agreed to the incorrect color sofa recliner to be delivered the next morning, Saturday, 06 DEC, 2014. On Saturday, 06 DEC, 2014 the incorrect sofa recliner delivered. I contacted ******** to confirm with her of this delivery and she informed me that we would at least get the $69 delivery charge credited on our account. I informed her that I was expecting a call from Mr. ****** ********* today and that I would follow up with him on the delivery credit as well as find out the delivery date of our correct sofa recliner. At approx. 430pm on Saturday, 06 DEC I called Mr. ****** ********* as I had not heard from him. He informed me that he did not kno

Desired Settlement: DesiredSettlementID: Other (requires explanation) Today is Friday, 02 JAN, 2015 and after being promised in writing on 15 DEC by the Sales Manager, Mr. ****** ********* that we would now be getting a full refund of our purchase, we have not seen this credit and we are now being advised that the delivery of the correct furniture is changed again and is to be on 13 JAN. We are willing to settle for 50% off the total purchase amount that we paid for and to have the correct sofa recliner that we pa

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the failures in communication and merchandise delay.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have spoken with our customer and agreed to provide an additional discount. All refunds may take up to 14 business days to be completed.  Delivery of the furniture is currently scheduled to take place on 1/14/15 after 5PM.  

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

1/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a living room set (couch, loveseat, recliner, coffee table and two end tables) from Ashley Furniture on November 8, 2014. The couch, loveseat and recliner were delivered on Saturday, November 21st. The other pieces were to be delivered by Saturday, December 13th, as we were having a Christmas party at our home, which was the reason for purchasing the furniture in the first place. Our paperwork indicates that the "tables" were to be available for delivery by December 11th. In fact, we specifically told our sales person "***" that we must have all pieces by the 13th of December. He indicated that there was no problem and we could receive everything. On Friday, December 12, 2014 I called Ashley Furniture to find out the delivery time for Saturday, December 13th. I was informed by the Customer Service Manager that we "were not on the delivery schedule". Apparently, the coffee tables are not available until January 5 2015 and the coffee table is available on December 17, 2014. I asked why we were not informed of this -no one could give me an answer. I asked to speak with the Store Manager, ***** ********. He was out of the office and I have yet to speak with him. I have been speaking with a **** ******, the Willowbrook Store Lead. He spoke with the store Manager and they offered to refund our delivery fee of $199.00 and provide us with temporary replacement furniture until the rest of the pieces are available. We agreed to this, as we were again informed that we could get the "temporary" furniture ASAP. Well, they tried to deliver the tables on Tuesday, December 16th without a confirmation from us. I want Ashely to come & pick up the furniture & refund us the purchase price as our contract & paperwork says that the furniture would be available on December 11th. Ashley Furniture has a 14 day purchase period where if you are not satisfied with the purchase, you can return the merchandise for something else. Since we do not have "all the furniture", I believe that the contract is void

Desired Settlement: I would like Ashley Furniture to refund our purchase and pickup the furniture that we currently have- couch,loveseat & recliner. I feel that they failed to adhere to the contract as our paperwork states that the "tables" would be available for delivery by December 11th. Ashley Furniture has a 14 day return policy where if you find that you do not like the furniture, you can return it w/in 14 days for another selection. Since we do not have all of our pieces, the purchase should be voided

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability .

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We have contacted our customer and discussed a temporary resolution. We will be speaking with our customer again in the morning to determine if the resolution is satisfactory. If not, we will be willing to agree to our customers current desired settlement.  Our customer's satisfaction is important to us.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response:

Complaint: ********

I am rejecting this response because:

I do not accept the response from the business "Ashley Furniture" regarding their lack of customer service and timeliness of my furniture delivery.

 I spoke with ***** on December 23rd and it was agreed that we would receive a $600 credit to our account. 

I asked ***** to send me a confirmation email to my email account: ********************. He said he would. I have not received any correspondence or verifications from him.

 

In fact we are still waiting for the furniture to be delivered. They were suppose to deliver it Saturday but they called and said the end tables were damaged. We are now supposed to get the 3 remaining pieces on Saturday January 10th.

 

I am still left with only 50% of our furniture purchase and we have already made 2 payments to them totally over $600.

 

I do not believe their "line" and feel that they sold furniture knowing that a solid December 11th delivery day was a pipe dream.

 

I am now considering filing a claim with the Texas Department of Insurance under the Deceptive Trade Practices Act.

 

Regards,

****** ********

Business Response: Dear BBB,

We appreciate our customers feedback.

We did agree to a resolution and have been in contact with our customer.  As stated in our original message refunds may take up to 14 business days to be completed.  At this point our customers refund has cleared our accounts and is with the financing company.  Unlike an electronic funds transfer, retail refunds made to the financer involved are processed per their terms and agreements, and may not be instantly visible on the account.  Our customer has been provided with the most current information that we have from the manufacture.  With this information have scheduled the next delivery attempt to take place on 1/17/15, and our customer has agreed to this.  We appreciate our customers feedback.

Thank you for bringing this matter to our attention.

Sincerely,


***** ******** ****** ** *** *********

1/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing in regards to my experience as a potential customer of the ******** location. I entered this store location on November 28th in hopes to leave out with a sofa that was 89.00. The moment I walked in, I observed about 3 available sale agents standing close to the entrance and none bother to even greet me which should have been my que to turn around. Instead I approach a sale associate ****** for assistance. He informed me the sofa I came in for was already sold out so I decided to asked about bunk beds for my two kids. The problems started on Dec. 8th. shortly after I received an e-mail confirmation outlining my expected deliver date for the twin/full bunk bed to arrive between 6p-9p. I received a call from the deliver driver *** the morning of the 8th(after the e-mail), to inform me he would not be able to deliver the beds since the mattress(twin/full including both bunkie boards) he had did not match the twin top and full bottom bunk set. Being proactive I placed a call to Customer Care spoke to an **** I believe, who suggested I speak to the sales manager ****** at the store and transferred my call. I explain to ****** what *** had informed me and he stated it was a misunderstanding and I should expect my deliver during the times specified via e-mail. Its now 8:30pm and I have not heard from anyone at Ashley Furniture. I contact Customer Care which the agent ***** suggested I contact the driver at ###-###-#### because she show he was on the beltway. I dialed the number given and per *** "I am at home with my family. I told you I could not make a delivery because the bed frames did not match the mattress, so you need to deal with that, I am off the clock.'' I called directly into the store and asked for ******. He apologized and explained he wrote down the wrong bed number and the soonest I could get my order would be the 12th, because it had to come from the warehouse on Airtex. Now I'm questioning him why would he assure me earlier that morning I would have the beds instead of verifying the information I received from the driver. Why didn't he or someone from Ashley reach out to me to confirm what the driver said was true. I explained to ****** I had thrown my kids old beds out based on the delivery date given. I asked if Ashley Furniture could at least deliver the mattress for my kids to sleep on until the 12th. ****** assured me he would see what he could do and let me know the next day Dec. 9th the outcome and push for the mattress to be sent out on the 10th. Dec. 9th no follow up call from ****** as promised or from Customer care to give me a heads, so I called in and spoke to ****. She then verified the order was corrected in the system and the new delivery date would be 12/12/2014. Dec. 10th - I placed a call to Customer care and spoke to ****** regarding conflicting information given. E-mail received showed delivery date at Dec. 13 but office rep said the Dec. 12th. She apologized and confirmed Dec. 13 along with the expected time of 9a-12 or 12:30pm. I arranged shift coverage with my colleague who was off to work for me and assured her I will be in no later than 1:00pm Dec 11th Call was placed to Customer care requesting to cancel my order. I did not write down the drivers name since I was driving. Dec 12th ******* confirm delivery date which I informed her notes in the system should have shown I requested to cancel my order. She confirmed nothing there. I did not go any further as I was heading to a meeting. I called back the same day spoke to ***** and gave brief description of my call and asked to speak to a Supervisor. ***** said she seen 2 id's for me and asked for me to hold, instead the call was disconnected. I'm pissed to the *** because all of my information was verified and I waited 5-10 minutes to see if I would get a call back to say somehow the lines were disconnected but here is my supervisor. Only in a professional world would I get that kind of customer service, but that doesn't happen at Ashley Furniture. I called back and spoke to ******* who I think should be the only person answering the calls for Ashley Customer Service. I thinkh had I talked to her before I had conversation with those who did not want to work I may have made my purchase. Dec. 13th - I received a call at 9:21am from **** with order management. Thinking it was to confirm the delivery I was excited about. He called to inform me the beds could not be delivered because the rails were not received from the warehouse. Now I'm bit confused since the original delivery date was moved back for the actual bed frame being at the warehouse. This same day I received call from Ashley's delivery driver asking for my gate code. I provided the gate code then asked what he was bringing remembering my earlier conversation with customer care. he driver responded and said the beds I requested. I open my door to the driver for him to tell me he only had the mattress since the other parts were at the warehouse. I called to the store with the driver standing in my door asked for ****** who was not available and the call was passed on to ****. I explained what was going on and at that point requested a refund. **** stated it would take up to 48 hours for a refund because he has to ensure I did not get the store products. When I started to vent my frustration and disappointment with the lack of communication and poor service received, **** pointed the finger to customer care who should have been contacting me and not ******. Not to mention he held a conversation with me over speaker phone which is so unprofessional. I should have been asked if that was ok, but when I informed him about speaking to me on a speaker he replied "I was looking for the phone number to corporate." I find that hard to believe. I don't think he fully understood that ANY time a person is in a leadership role and make a promise to a customer it is that persons(******) responsibility to follow up and be accountable for the actions s/he state would be taken. this was the worst service I have ever received from a corporation as big as Ashley Furniture. For that reason and not everyone being on the same page I made my mind to go elsewhere and give my business. Dec. 16th I received a call from a rep on behalf of Acceptance Now asking, informing me about a payment on Dec. 15 that was not received and she wanted to know I would I like to make the payment. I was not able to get her name but informed the lady I put in a request to have the order cancelled since I never received it. I asked that she notate the account and that was the end of that call. This same day I called into the store to speak to **** who was not available so I asked for any available manager. The person who answered my call ****** identified herself as a manager. I find myself again explaining my situation and requesting a refund. ****** informed me I only had 48 hours from my date of purchase 11/28/2014 to request a refund and she has confirmed my delivery for Dec. 17th. I went on advising her she can not hold me accountable for something I have not received and it seemed like everyday the delivery date is pushed back another week. Through all of this she was informed no one even gave a sincere apology or offered a lamp, sheet set, free month of payment or anything. Everyone was only focused on pointing fingers to say who fault it was for dropping the ball. I could have cared less. I was only interested with surprising my 2 kids with beds just in time for Christmas. ****** then informed me because I could not get a refund back to my card she could give me store credit to use the money towards something in the store. I assume she did not hear me clearly during our conversation when I said I DO NOT WANT TO DO BUSINESS WITH ASHLEY FURNITURE. She insisted in trying to make me spend my money there the way she wanted. Dec.18- I received a call from Acceptance now rep George to inform me about a missed payment and when I would be able to take care of the past due amount. He was informed of the conversation I had with another rep on the 16th which she failed to notate. I asked for his manager and he passed the phone to *****. ***** informed me she was not aware of what was going on, nor did she know I had not received the beds. She apologized and seemed to understand the poor service I received from Ashley and stated I was able to get a refund. She asked I come into the office before Dec. 28th and I would receive it with no problem.

Business Response: Dear BBB,

While there was no requested settlement attached with this letter, please convey our apologies for the inconvenience caused by the delays and communication issues.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We can confirm that the purchase was canceled on 12/18/14.  It is unfortunate that we were unable to satisfy our customers expectations. We wish our customer a very happy holiday season.

Thank you for bringing this matter to our attention.

Sincerely,



***** ********
****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because for several reasons; first starting with the first managers unprofessional attitude towards the inconvenience cause. Had he taken the initiative to look into the order after I informed him about the conversation I had with the delivery driver the process may have gone smoother and he would have notice the mistake he made. Despite all that I lost time from work based on the different days of delivery proposed to me which some were last minute. It was very unfair to my two kids who were expecting beds for Christmas to have their spirits crushed because Ashley Furniture employees who reflect the company could not effectively communicate with not each other but the customer. Ashley set nothing but false expectations. Had I gone to Gallery Furniture the purchase may have been higher but the quality of service, Customer service and my expectation of them would have been a great reflection of who they are. Because of all that I had to go through with Ashley Furniture no sympathy was shown towards the frustration, anxiety and loss of time I incurred from work. As a good deed Ashley Furniture should have  made my kids Christmas worth while, by writing the beds off and delivering based on all I have communicated about. Also on 12/18/14 I came into the store to receive a refund because the delivery date was pushed back yet again.During the time I was informing a manager ***** what occurred I get a call from **** and *** your delivery drivers. I placed them on speaker so your manager who was not aware of what was going on be in the loop of it all. **** asked for my gate code because her wanted to deliver the twin part of the bunk. When he was informed the order was already cancelled he passed the phone to ***. What *** tells me while on speaker in front of a manager and employee was "I know I should have delivered last week to you, I have already put the bed together and just need to get into the gate." Now I'm at a  lost for words. If the bed had to come from Ashley's warehouse, when and where was it put together? How  would they have gotten it through my door without the bed getting scratched? If your manager also called to cancel the order why were they still trying to deliver half of my order. I felt like Ashley representative wanted to force me to take what you all had. That shows no respect nor value towards a customer and I feel as if you the President is undermining the bigger picture. It's about a Christmas Dream for my kids that could not be fulfilled because of inconsistency with Ashley Furniture. I am asking that this dream of their be made true. I am a single parent and had I known their dream was not going to come true, I would not have thrown out their old beds based on the expected delivery date given to me by Ashley Furniture.

Regards,

***** ******

Business Response: Dear BBB,

It is unfortunate that our customer had a poor experience trying to work out a resolution with us.

We appreciate our customers feedback and her perspective.  It is true that when making a purchase with us, our customers each sign an agreement that outlines when or if an order can be canceled.  The date of delivery is based on merchandise availability which can and does occasionally change.  Unfortunately, this does not void the purchasing agreement, and our employees are not authorized to cancel sales written contractually through some leasing companies (as is true with this experience).  These are considered fair and custo**** business practices within the furniture industry.  That being said it does not excuse the need for good clear communication and customer service when something un-expectedly happens that requires attention.

Normally, for issues involving customer service or with delivery we look at the situations on a case by case basis.  Then we try to fix the issue, and after we determine if a discount or store credit can be offered toward a future purchase (if the purchase is not canceled).  In this instance, our customers purchase has been canceled as requested, and no money has been paid to us, by our customer, or to us from leasing company she purchase through. 

If our customer still has a need for bedding for her children then we want to sell furniture to our customer again.  Our customer would just need to return to one of our Ashley Furniture HomeStore Locations to start.  There is also a need based non-profit charity that is dedicated to providing free new beds to the children (ages 3-16) of our community.  This program is called “A Hope To Dream,” online applications are processed by individual child and are available at www.ahopetodream.com.

Thank you again for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

1/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a issue with the sofas I bought there. I purchased the warranty and since July my sofas haven't been fixs.I called and complained to the store and a manager was supposed to call me back. Both sofas I bought are sinking I. And one gets sticks when I attempted to recline in it. The other sofa wire had a short on it that almost burned my house done. I cant use the massager on it due to that. Im really up with there customer service. I will never buy from them again.

Desired Settlement: I would like a refund or for both sofas to be replaced.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our merchandise has caused our customer.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We have tried to reach our customer with no success.  We will continue trying to reach our customer so we may assist in a resolution.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a bedroom set from Ashley on New Years Day. Same day delivery was promised. I called at 7pm to find out if they were coming and I was told by customer care that we would not recieve the items until Tuesday, January 6th. We went back up to the store and the manager was very rude and said he knew we would not recieve the items before we left that day. We couldnt get anyone on the phone and stayed on hold for close to 2 hours. We were told that the employees were not getting along and that some of them even called Human Resources over this incident. Someone from customer service told us we would get our items on the next day, Jan 2nd. No call/no contact and we couldn't get through. Jan 3rd at 430 an automated call comes across saying our items would be delivered. 2 guys show up in a Ashley Truck and start throwing the boxes around. They track mud throughtout the entire entry way and up the stairs and slam one of the boxes upstairs. I noticed one of the boxes had a picture of a box cutter with a circle around it, and a big line through it... yet the box cutter was laying right next to it on the floor. When they opened the box they sliced the headboard and didn't say anything, hoping we would not notice. My husband did notice and rejected the head board. We have yet to be contacted by them as to when our replacement will be here. We called again to day and they basically told us that there are emails flying around but no one can tell us when we might get our funiture. We haven't come across anyone who cares yet and it seems their customer service has all but told us "Oh well". We are furious and feel we cannot get help from the business. After being on hold today we were told that they do not deliver on Mondays.

Desired Settlement: We would like an apology. We would like others to know how they run their business. We would like the bed delivered and some of our money returned for this Ashley nightmare.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience this poor experience has caused our customer and their family.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

Our customers delivery was completed on 1/8/14. As a gesture of goodwill we are providing a discount on our customers purchase as well as refunding the delivery costs.  All refunds may take up to 14 business days to be completed.

Thank you for bringing this matter to our attention.

 
Sincerely,

 

***** ******** ****** ** *** *********

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Re: Product number 272-00-38 / Serial Number: ********** In April 2010, I bought a couch, love seat, ottoman and chair, at the Sugar Land location. I purchased these items because I was having guest/family members coming to down for my Mother’s funeral. Unfortunately, Ashley's product has not held up the couch and love seat is now tearing apart for no apparent reason. I am disappointed because everything in my apartment is from Ashley. I called on 10/07 and spoke with Customer Care and was told that the warranty was only good for 3 years and it is too late to file a claim. Also there are no available replacement parts because the item have now been discontinued. But was offered a 20% discount to purchase more furniture. I decided to go that extra step and reseached the internet. I've found that everyone across the United States that purchased the same model that I have is having the same problem - pealing leather. I've also reseached the manufacturing company which has just as many complaints as on the Ashley website. How can we all have the same problem if this product is not defective and to top it all Ashley Furniture has now discontinued this model.

Desired Settlement: I would like my furniture fixed

Business Response: Dear BBB,

Please convey our apologies that the furniture has not lasted as long as our customer expected.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  These warranty terms are publicly available through the manufacture's website and can be provided on request.  In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition when appropriate.

Leather and synthetic leather products, while more durable than many fabrics are not impervious to ware.  Ms. Whites purchase was originally delivered on 4/20/10.  As our customer state’s this product is not under warranty nor would we associate break down of the furniture with a material defect at this point of time.  The manufacture will not consider a warranty replacement claim.  Repairs cannot be offered because replacement parts are not available.  That being said, we can offer our customer an opportunity to buy new furniture from us at a reasonable price at any of our locations as we have previously offered.  

Thank you for bringing this matter to our attention.
 
Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

I will be contacting an attorney.

I am not the only one having this issue accross the United States with this same model.

I am so very dissappointed with Ashley Furniture for them to think I would every purchase anything else from them is crazy!!

I will continue to research and find someone to help me with this issue.

Thank you BBB for trying to assist.


Regards,

****** *****

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a dining table with chairs on 11/28/14 and it was supposed to be delivered within 10 days as per sales person. And today is 12/29 and chairs never came. The dining table was delayed twice and arrived about a month later. Regarding the chairs, the delivery company keeps calling and extending the dates. Most recently they called and said that it won't be available for delivery till 1/23/15. We needed the table for holiday dinner and were promised to receive before Christmas it. Upon calling the store I was advised by ***** the manager that they couldn't offer a refund and that the worst case scenario was we could not pay the balance on our Ashley account and Let it default!

Desired Settlement: We were not satisfied with the untimely delivery of the furniture which we have not received. We would like a 100% refund.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We have contacted our customer to explain that the merchandise is available for delivery at this time. As a gesture of goodwill we are willing to complete the delivery service at no cost to our customer as well as an additional store credit. If our customer is dissatisfied with this offer we are willing to return the purchase of the table and chairs. All refund may take up to 14 business days to be completed. Our customer wanted to consider the offer with family before making a decision. Our customer’s satisfaction is important to us.

Thank you for bringing this matter to our attention.


Sincerely,

 
***** ******** ****** ** *** *********

1/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In March 2014, I purchased an Ashley Dollhouse Dresser and Mirror (442.72) with a personal VISA credit card (NOT ASHLEY FINANCING). I received the item and everything was fine. 3 months later, I am billed for the same item (charge 442.72) on my Ashley credit card (now through Synchrony). Despite contacting the credit card company and store multiple times and providing them with the original receipts showing the dresser was paid in full in March 2014, there has been no progress in over 6 months. In fact, the employee at Ashley (*******) who was supposedly 'helping' me and assured me it was resolved refuses to talk to me.

Desired Settlement: I would like to be refunded the $442.72 that Ashley incorrectly charged me.

Business Response: Dear BBB,

Please convey our apologies for the confusion our customer has experienced over this matter.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We also use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.

After review of our records we have determined that our customer was invoiced and billed correctly.  The money paid by financing toward one transaction was shorted by the value of the card transaction because of how the accounting and financing systems function when there are multiple orders needing to be delivered.  Once all deliveries were completed payment was received by the financer for that shorted amount. This payment did not come until more than a month after the last delivery, which is why it showed up on our customers statement more than a month after having received the merchandise.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

1/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bedset less than a year ago. It has recently starting falling apart. Ashley furniture has stated that it will not be fixed or replaced. I purchased a bunkbed in January 2014, the bed was not delivered until February 04, 2014. When delivered the delivery guys were unable to put the bed together because of lack of hardware. After explaining to the CSR regarding this issue I was informed the hardware would be mailed to me and once I received the hardware I would have to call and schedule a date to set the bed up. The CSR was not willing to take the furniture back after I informed her I have no use for a bed thats half way put together. After a week of waiting I called back to the toll free number. I was given the runaround for about 3 days. Finaly a manager was able to send someone out several days later to put the bed together and hardware was never mailed like the first CSR said. In November I noticed the screws coming loose and the wood breaking off the bottom bunk. I called Ashley 800# to inform them of the bed falling apart and the CSR instructed me to take pictures of the damage and text it to them. After doing so I never heard back from anyone from Ashley however a Ashley representive showed up at my door about 10 days later, unannounced, with no appointment, to take pictures of the damage. Now 15-20 days later I still haven't heard back from Ashley. I called the CSR and I was told that it would be looked into and I would be contacted later in the day. I was not contacted by Ashley so i called them. I spoke to a CSR and requested to speak to a manager. After being on hold for nearly 30minutes the manager informed me that the bed was noted to have damage caused by the customer and would not be fixed or replaced.

Desired Settlement: Full refund of the purchase price, delivery fees, and interest paid on the furniture.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the broken furniture has caused our customer .

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

Our customer's furniture was inspected on 11/25/14, and found to contain no material manufacture defects.  The bed has been very well used, to the point that the bottom front panel was physical impacted in such a way as to have been physically ripped out of place. Claims of poor quality or assembly do not account for what has been physically done to the furniture to cause the major damages.  Clear photographic evidence is available.  A valid warranty claim cannot be processed for this furniture.  As a gesture of goodwill and to help promote our customer’s satisfaction we are willing to provide partial store credit toward a replacement bed, or provide some replacement parts if our customer is unhappy with the partial store credit. We have agreed to speak with her again on Thursday at her request to determine which option she will prefer.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/23/2014 I purchased a table and 8 chairs from Ashley Furniture Homestore in ***** ****, TX. The charges were 1039.13. I paid 205.21 on that day from my checking account. I received delivery a few days later of the table and 7 out of 8 chairs. The delivery guy told me that someone would call me about the date of delivery of the 8th chair. A picture was taken by the delivery crew that showed only 7 chairs out of 8 had been delivered. On 7/7/14- I called to check on why I hadn't received delivery of the 8th chair. On 7/9/14, the delivery was scheduled of the chair, but I waited all day and it was not delivered. Talked to customer service and was told they would resubmit and manager would call me within 24 hours. 7/10/14 no one called me/ I called again and waited on hold for 70 minutes and finally talked to a manager. He assured me the chair would be delivered on 7/15/14. 7/14/14 I call to confirm delivery they confirmed it would be between 12-3...the delivery did not come/also was told on 7/14 that the delivery and tax charges of 205.21 that I paid on 6/23 would be credited for my trouble 7/15/14 waited on hold for 61 minutes and *****(CSR) told it was scheduled for pick up and not delivery 7/15 Chair was finally delivered at 8:20PM 8/4/2014 Manager ******** called to apologize for what had happened 11/14/14- Notice bill from Synchrony finacial from Ashley Furniture is too large. Bill States I was billed for 833.92 on 6/24/14 Bill States I was also billed 92.00 on 7/03/14 Bill States I was again billed 92.00 on 7/18/14 Bill shows that I never received the promised credit of 205.21 and was I was fraudulently charged 2 extra times for $92 for the chair that was in the original amount of 833.92. I have to this date paid 880.21 to Synchrony bank for this purchase of 833.92 however because of Ashley's fraudulent practices and billing the account still shows that I owe $317. I currently owe 317 fraudulent dollars which I am currently having the credit card company dispute.

Desired Settlement: My account should be credit $205.21 for delivery and tax as promised. The account must be credited $184 for fraudulent triple charges for one chair. The total credit to my account should be $389.21. I should then receive a check for the difference. Additional settlement should be received for time, trouble and fraud-$500

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by potential clerical error.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences. When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.

Transactions are also often miss-interpreted when certain financers are used.  This can occur because with certain financiers a product is not billed to them until it has been delivered.  If an error is made and a product is marked as having been delivered when it has not been, this product must then be refunded back before being rescheduled for delivery. When that product is delivered, it is then billed for correctly. Over all this will result in a billed line item appearing 3 times on a customer’s statement, as if it had been billed 3 times, but the net transactions accurately result in only 1 item being billed.

Our accounting is doing a detailed review of what has been billed to the financer our customer used.  If we find that an error has been made, it will be corrected.  If Synchrony contacts us with a dispute, we will gladly work with them to ensure correct billing.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: I need an email with a detailed billing statement that shows each credit and debit from my account starting in June of 2014 to my current bill. Once I receive that bill and can review the information and verify that it is correct, I will at that time decide if I will accept the response. Also, I had asked that the bill for the chair in question for which your company has wasted so much of my time on, that my bill should be credited for that amount.

Regards,

****** *******

Business Response: Dear BBB,

We appreciate our customers concerns, we have provided the customer with a detailed account summary.  We are unable to provide the exact financing statements as that will have to come from the finance company directly.  We have encouraged our customer to reach back out to us if she has any further questions.

Sincerely,


****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: According to Synchrony Bank as of 12/26/14, I still owe $97.10. Although no interest has been charged and I have paid $880.21 so far for the purchase that cost 833.92. Apparently you issued a credit of 220.82 on December 8 for part of your mistake;however, according to my records you should have issued an additional credit of $46.29 which is the amount I have already overpaid + $97.10 which is the extra charge from the chair. The total credit that should be given to my account at this point is $143.25. Again,  I have not only not received the proper credit to my account, but I actually still owe $97.10 for which I have already paid more than the total amount owed-$880.21. This action from your company is dishonest and results in you stealing money from me the consumer. Please make this situation correct and issue the exact credit for the exact amount in which I requested immediately-$143.25 to my account from Synchrony Bank. Thank you for correcting your mistakes.

Regards,

****** *******

Business Response: Dear BBB, 

Please convey our apologies for the confusion.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  Transactions are also often miss-interpreted when certain financiers are used.  This can occur because with certain financiers a product is not billed to them until it has been delivered.  If an error is made and a product is marked as having been delivered when it has not been, this product must then be refunded back before being rescheduled for delivery. When that product is delivered, it is then billed for correctly. Over all this will result in a billed line item appearing 3 times on a customer’s statement, as if it had been billed 3 times, but the net transactions accurately result in only 1 item being billed. 

We have reviewed and confirmed with our customer that our records are currently correct.  Our customer states she has has made an over payment to Synchrony Bank, her financier. This over payment has not been paid to us. Therefore, our customer must request a refund from Synchrony.  We do not have legal agency to negotiate for our customer with Synchrony.

Thank you for bringing this matter to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is on Ashley Furniture located in ******* *** I purchased furn, it was to be delivered on 11/28. Ashley Furn called on 11/23 to inform me that one of the pieces was not in and could not make 11/28 delivery date. I set up a new delivery date of 12/2. That afternoon Ashley called to set up a delivery (claim no 12/2 date had been scheduled), so once again 12/2 was set up. 11/24 rec'd call to set up a delivery date (claim no 12/2 date had been scheduled), so once again 12/2 was set up. 11/29 rec'd a call to set up delivery (claim no 12/2 date had been scheduled), so once again 12/2 was set up. 12/1 rec'd call to set up delivery the earliest date available was 12/10. I informed them we already had a 12/2 date, she informed me that that date was not available. During that conversation she informed me that there was a damaged piece and the earliest available delivery date was 12/10. I called the store and was told that the "ottoman" was damaged and this person said he would try a set up a partial delivery and would call me back within 30 minutes. Never called back. I called and asked for a Manager and was informed that manager roam the store and it would be hard to get ahold of anyone. 12/2 rec'd a called wanting to set up a delivery date of 12/3. On 12/3 all furniture was delivered including the undamaged "ottoman". I contact the Local store on 12/5 and left a detailed message with an office personnel who assured me that she would relay my complaint to the store manager who would call me. As of 12/8 I have not heard from anyone.

Desired Settlement: I feel we should receive a credit for the inconvenience and unprofessional manner in which this situation occurred. Also, the "Customer Care" department which is the one who continually called to set up delivery appointments, need to have some accountability for their actions.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the customer service and merchandise availability.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our owncontrol. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have confirmed that our customers purchase was delivered in good condition on 12/3/14 but our customer is dissatisfied with the customer service received.  Our customer’s satisfaction is important to us.  As a gesture of good will we will be sending our customer a promotional store credit.  We appreciate our customers feedback.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

Until we receive a store credit in the mail, as promised, and have an opportunity to use this credit, we are not willing to withdraw the complaint.  We need to be assured that our future experience will be better and it is our responsibility as a consumer to possibly protect future customers.  The gentleman who talked to my wife was concerned about our experience and my wife felt that he will take the steps needed to possibly make changes.


Regards,

***** ******

Business Response: Dear BBB, 

We have made this agreement with our customer.  The promotional credit has been sent by mail, as requested.  Please allow up to 14 business days to arrive. 

Thank you for bringing this to our attention.

Sincerely,



***** ******** ****** ** *** *********

Consumer Response:

Complaint: ********

I am rejecting this response because:

 You sent me an email on 12/29, saying you were going to close this file due to me not responding to a email from you.  On 12/16 you asked me if I was satisfied with Ashley resolution,  I responded to you by saying I needed to get the promotional store credit (as promised by ***** ********) and go to the store with this credit before I was willing to say I was satisfied.  As of today I have not received the credit that he did say could take up to 14 days to receive it.  Just because he said he was going to do this, I need to see if he is going to follow through.  

Regards,

***** ******

Business Response: Dear BBB,

We hope that you can clarify that any message(s) about closing the BBB complaint because of "lack of contact" or asking for satisfaction rating are conducted entirely by the BBB as part of your program, not on request of Ashley Furniture HomeStore.

The promotional credit we ordered for our customer was confirmed as being mailed on 12/22/14 by standard United States Postal services. 14 Business days is the reasonable time we would expect the post office to provide delivery before the end of last week.  It is printed on a postcard size sheet of cardstock.  We will attempt to contact our customer to confirm if the card has been received, and if not make new arrangements. 

Thank you for bring this matter to our attention.


Sincerely,




***** ********
****** ** *** ************* ** *** *******

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a chair and had 48 hours to cancel my transaction. I paid $200 with my debit card and put the rest on my store credit account. I cancelled on December 6, 2014 and was told I would get a refund of $200 in 3-5 business days. After waiting 5+ business days and not getting my refund, I called and they said that I had to speak with customer care at the corporate office. I was transferred to customer care at the corporate office, placed on hold for 15+ minutes, then a representative told me that the refund was transferred to corporate and that I would need to wait until their accounting department was ready to process my refund. I called back and was told that my refund was processed by *****, a store associate, on December 16 and that I would see it in my account in 5-7 business days. I said okay thank you and waited 5-7 business days. On December 29, the money was still not in my account. I called customer service and they said that they store needed my telephone number to process the refund. I gave them my number and spoke with a store manager by the name of ******. She said she would call me back before 9pm with a solution. At 8:50pm on 12.29.14, I had not received a returned phone call. I called, waited on hold for a while, then ****** came to the line and said that ***** had not made it in today so she could not tell me what the problem was with processing my refund until she spoke to *****. I expressed my frustration to her and she repeated herself by saying she was sorry,but that there was nothing she could do about it., I asked for her manager and she said she was the store manager for the evening. I asked her why she could not over-rule/over turn what her employee had done and make it right for me, the customer, and she said their company did not work that way. I asked to speak with her boss. She said she was the highest ranking manager on duty. She gave me her bosses name but didn't know what time he would be in tomorrow. **** ****** was his name. I am simply asking for the $200 back that I paid as a down payment on December 2 when I purchased the chair. And I would like Ashley Furniture to be retrained on how to treat customers, and if a refund if requested and granted, that the customer actually gets their money back. This is not how business is to be done.

Desired Settlement: I would like the refund of $200 back that I am due.

Business Response:

Dear BBB,

Please convey our apologies for the inconvenience for the delay in cancellation.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have confirmed with our customer that the purchase was cancelled and a refund was issued to the  card used on 12/31/14. While refunds may take up to 14 business days to be fully completed, our customer has confirmed that the refund has been received.

Thank you for bringing this matter to our attention.


Sincerely,

 

***** ******** ****** ** *** *********

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I approached Ashley's furniture about 10 months ago. I explained to the sales person that helped me I was looking to buy something small to start establishing credit. I picked out a set of couches and a bed set. I basically leased the furniture and was told this would establish some credit since they report to the credit company. I have been paying this furniture since February, since then I have been having problems with this furniture store. During April of this year I call to inform them my apartment lease had gotten renewed without me knowing and I would give them a call when I would like my furniture delivered. For the next few months they kept calling me asking when the furniture could get delivered. I finally called at the beginning of November, 2 weeks before I moved in to my new apartment to let them know I would like the furniture delivered during my move in week. They inform me my furniture would not be ready until December 11! I said ok well, we will wait for it. About a week later I get another call informing me my furniture would not be ready for delivery until December 19!During the same week of the second call I get another call informing me my payment is past due by a day, when my payment is really due the 17. I also informed the lady that called me that until they deliver my furniture I would make the payment because I have had people that come visit sit on the floor due to me no having furniture that I have been paying for 10 months. The lady just apologized and said she would get it taken care of and would give me a call back later. I paid closed to 3,000 due to leasing furniture that until this day did not get delivered. I asked for a cancellation confirmation and was not even able to get that from the store! Product_Or_Service: Bed, Living Room G, ************* **** *************** ********

Desired Settlement: DesiredSettlementID: Refund I would like to get my money back. I never had this furniture in my apartment yet I have been paying all these months. he total for the lease is about $6,000 which I am not willing to keep paying. Before my husband deployed a couple weeks ago he had the manager from RAC print the lease, he asked him questions about the interest rate and payments, the manager from RAC was able to answer the questions. All he said was well you did sign the papers so there's nothing rea

Business Response: Dear BBB,

Please convey our apologies for delays our customer experienced.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  Unfortunately, we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. 

As a gesture of goodwill our store agreed to cancel and refund the sale to our customer. Refunds may take up to 14 business to process.  Once refunded, it may take seven to ten business days to be reflected on a customer’s account, if they receive their statement electronically.  They take one to two billing cycles to be reflected on the account, if they receive their statement in the mail.

Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved.

Thank you for bringing this to our attention

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I spoke with ****** after the message she left on my cellphone on January 1, 2015 at 10:25 am. I explained to her the situation and how ***** called, asking for ***** and said "oh I'm not suppose to talk to you, wrong number" and hung up the phone. I called back and asked for an explanation as to why she did this and she stated she could not do nothing in regards to this matter. She also stated **** which is one of the managers was sick and I would have to wait until he came back. I explained this to ****** when I spoke with her and she stated this would get resolved, they did cancel the order and they would refund my money. I will give ****** a call today to follow up on where they are in this process.

Regards,

***** *****

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 4th your delivery driver did not show or call. My appointment was scheduled from 10-1 in the 4th. The driver was involved in an accident and I was later told my delivery was switched to 4-9. This took up my entire day. I My appointment was scheduled for today from 10-1. The driver was involved in an accident and was later told my delivery was switched to 4-9. This has taken up my entire day. Nevertheless, the next day, (December 5th) I called and spoke with *****. I canceled my delivery and was told by your representative that because I canceled my order before 10 AM this process would take 48 hours counting December 5th and that once that was complete I would receive a check within 7 to 10 days. (AS I PAID IN CASH) I was told by ***** that I would receive a call on December 8th confirming the 48 hour process has been completed. ***** did not follow up within 48 hours as promised and so I followed up on the 10th. I was told by another representative it was still processing. I called back on 15th and I was told that the representative, *****, had been out of the office and that my reimbursement was not processed as promised. Since she would be the only on to get the email back from the store. So I requested to speak to a manager and spoke with ******. ****** explained that the process allows 48 hours for the store to try and save the sale. However the only person that would have received the email to proceed forward with reimbursement was the representative who submitted the original request which in this case was ***** who had been out of the office. However ****** indicated she has now approved the reimbursement and the 7 to 10 day process begins for receipt of my funds. I requested ****** to expedite my money as I have already waited long enough and we are running into Christmas shopping. She advised she couldn't make any promises but would send an email to accounts payable and call me back. I requested a call back regardless if the answer. She called backed that same evening (the 15th) and said she had not heard anything. I thanked her for calling back and said please call me back either way. I called back on Wednesday the 17th because I had not heard. The representative I spoke with said she spoke with ****** and she still had not heard, but would go over to accounts payable and call me back. I called back in December 20th and spoke with ***** who advised me my requested was processed on the 18th (not the 5th, 8th, or 15th as previously told) and that it's now a matter of the bank sending me the check. The store where I purchased the furniture was in *** ******** ****** ****** ***** ***** ****** I was dealing with a manager by the name of ****** at the call center/distribution center at **** ** **** *** *********** ** ****** ************. I don't know what to believe as I still don't have my money. I paid Ashley's in cash and its taken now 3 weeks to reimburse me. This is ridiculous!!!!!!

Desired Settlement: I want my refund expedited and I want a date of when I can expect my refund.

Business Response: Dear BBB,  

Please convey our apologies for the delay in receiving her refund.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear, honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, refunds or our communication efforts. We value our customer’s feedback and will thoroughly examine the described events.

We have thanked our customer and advised that a check has been printed and mailed.  Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/15 I made a purchase. A couple of days later I went to cancel a few items and added other items. Since then, delivery of these items has been an ongoing challenge. There have been so many errors that Ashley refunded my delivery charges. It is now 12/21. Ashley is aware that they have messed up several times and assured us that they would deliver by 12/22. We called to confirm and we are not even on the schedule for delivery. I am about to make the 2nd payment on these items and Ashley cannot make good on their end of our contract. We are still pending 1 item because when they delivered, they broke my daughter's window and tore the new sofa. It has been over 3 weeks and Ashley after several screw ups has not fixed the broken window nor delivered a new sofa. My daughter is pregnant, temperatures have been dropping, and there is concern for personal safety since her apartment is unsecured. This is a serious health and safety issue which Ashley has taken very lightly. Over 3 weeks and we are no closer to any resolution re: the delivery of the sofa or fixing the window. My biggest concern is that my daughter has repeatedly asked for escalation of this issue, she has asked for a corporate assistance by asking for a name or phone number, yet no one will give her a number to call or offer any assistance other than "schedule another delivery". If there is someone at Ashley who actually works on fixing customer escalations issues, we have not met that person as of yet. I am asking for your assistance in resolving this matter. My daughter is now concerned with the holidays here. She fears that someone will break in through the broken window and take personal belongings or worse.

Desired Settlement: I need the sofa delivered immediately.I need my daughter's window fixed immediately.I need a name and a phone number of a corporate officer who will listen to the horrid experiences their company is putting its customers through.

Business Response: Dear BBB, 

Please convey our apologies for the damages to our customers home and sofa.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

We have gladly agreed to replace our customer’s sofa at no additional cost.  We have verified that a claim is open for the damage to our customer’s home.  We work with our 3rd party delivery services to process claims when applicable as promptly as possible.  All claims must be reported in 72 hours of incident.  Claim decisions are based on the facts provided and average 10business days to be processed.  We are closely reviewing our customers claim to help accelerate this process.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Bed room was deliver and assemble. but the way it was assemble the bolts where left very loose to were it could have collapse. and also the legs the support the middle of the bed were not deliver and we were not even told. they didn't even bring the bolts to the mirror. I called the was told that parts would be deliver. well the legs were but the screws were nit deliver. each time I call I am on hold for an avg of 30 minutes.

Desired Settlement: all I want is the products that I bought.

Business Response: Dear BBB,

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

We understand that our customer has already completed the assembly of his items.  We will gladly order the remaining hardware to install his mirror. We have offered to install free of charge, however our customer will be self installing.  

If our customer needs any further assistance, he can reach us directly with the information provided to him.

Thank you for bringing this to our attention,

Sincerely,



****** ***** ****** ** *** *********

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase in June for the amount of 2,348 and my card was charged for 1,900, 2,100 and the 2,348. My account had 2 extra charges. Hello, I writing you hoping that you could be of some help to my situation. In April my husband and I purchased a living room set and bedroom set for our new home from the Ashley furniture store located in Humble, Tx right off of 1960.The sales man said that our payment would just increase from $80-$110 so we went ahead and bought the furniture. We were moving into our home at the beginning of June and didn't need the furniture delivered until then. We were given a run around for about a month before our furniture actually got delivered. They would give us time windows and dates for our furniture to be delivered and we would get nothing all they would do is apologize and reschedule. Finally one day we decided to speak with the manager in regard to getting the runaround and no furniture. He finally checked in the system and my order number would come up but no furniture was on it. So he had to manually input everything and scheduled a delivery. We finally receive our furniture in the beginning of July and a couple of weeks later our first bill. I looked at the bill and it turns out that they double charged my account instead of my payment being $110 it was actually $175. I went to talk to customer service and after getting the runaround again for a few weeks ******* ********* in the customer service desk said that it will be fixed in about 1-2 billing cycles and would give me a call to keep me updated. I gave her a couple of weeks but never received any calls from her. So I went back in to check up on my dispute nothing had been done and again she said that she will look into it and give me a call. October gets here and I noticed that my payment increased from $175-$225. I went to speak to customer service once again and told them that they didn't fix my problem they made it worse. They added an extra charge on my account and maxed out my credit on the account. They said that they would fix it I emailed them a copy of my statements. The problem still yet to be fixed. I told customer service that it has been about 5 months now and the problem is still not fixed and that is is a bit hard for us to be paying extra on the account this time of year due to the holidays and my husband getting laid off but all they said is keep paying and it should be fixed in about 1 to 2 billing cycles. I am not sure what is the next step I should take. The customer service manager and the customer service representatives are of no help. My experience with ashley furniture from the delivery to the overcharging of my account has been stressful and unpleasant. THe original purchase we made in April was for the amount of 2,448.93 but after having trouble with my delivery in June they decided to not charge delivery and lowered it to 2,348.93. But instead when I recieved my first bill in July I was charged 2120.14 and 1993.30. Neither of the them being the amount I actually purchased after going to complain to customer service they didn't fix my problem they just added the charge of 2,348.93 and did not remove the incorrect charges. I purchased my furniture in April. Scheduled for my Furniture to be delivered June 11,2014 but didnt receive it until the beginning of July. Problem Date- June 2014-present Purchase Date- April 2014 Account number- financed through Synchrony Bank Account Number : xxxx xxxx xxxx **** Sales representative- Payment amount- should be $110 but is $225 Payment Method- Checking account Store information- ***** *** ** * ******* ** ***** ******* *********** ***************** ******* ****** ************ ************************

Desired Settlement: I would like for the extra charges to be removed from my account. I have been given the run around for about 5 months. I only want to pay for what I purchased. Would like it fixed as soon as possible because my husband is laid off and we can not afford to be aying $225 on furniture when we were told it would only be $110

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced due to billing issues.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and
help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. 

We have been unable to reach our customer through email or by phone.  However, we will continue to investigate the charges.

Thank you for bringing this matter to our attention,

Sincerely,




****** ***** ****** ** *** *********

1/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Entertainment Center and two reclining chairs before Thanksgiving for $2300 and was told I would have delivery on December 8th for the chairs. I received a call telling me they could not deliverm my chairs until the 10th. I had someone come to my house and sit all day. I called on the 10th and they told me I was not on the schedule. I went into the store ont he 11th and was told they would call and get my furniture delivered. No one called me back. I went to the store on te 11th and was told he was working on it and they would have my furniture to me on the 16th. That was the soonest they could get it to me., Someone set at my house all day today. I called the store at 10 am this morning and was told they would try and get it delivered between 4pm and 9pm today but someone would call me back. No one called me back. I called the srore again and was told I woudl be put on the schedule for Friday. IA MFURIOUS. It was a birthday present for my father.

Desired Settlement: I want a refund for the delivery

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused be the merchandise availability .

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We have confirmed that the delivery was completed on 12/19/14 and the furniture was in good condition. As gesture of goodwill we have agreed to refund the delivery fee to our customer. All refunds may take 14 business days to be completed.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** ******** sold me a recliner. I wanted to pick it up. The date I wanted to pick it up was Sunday 21-14. She agreed and we verified the date on her computer calender. I go to pick up the recliner on the scheduled date, the wharehouse is in another city outside of San Antonio 30 miles out, to find it was closed on Sundays!I go to the store to speak to the store manager ****, only to find all sales people know the wharehouse is closed on Sundays. I then request they deliver for free on the next day and they tell me the will try and will call in the morning the next day. At 11:30 am I again go to the store and speak to the store manager. I am told they can not deliver until the 17th. I state this unacceptable, this is why I wanted to pick up, due to my work hours. The manager then agrees it can be delivered on 12-22, my next day off. I agreed but requested am only and the manager would not agree to this. He told they would not narrow it down for me. I asked for the area director name and number and was told I would have to call customer care and ask for him. I then just decided enough of my time had been wasted and asked for a refund.

Desired Settlement: I want the area director to call me on my cell so I can express how bad the service was! I feel I was lied too for the sake of a sale!

Business Response: Dear BBB,

Please convey our apologies to our customer.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts. We value our customer’s feedback and will thoroughly examine the described events.

We appreciate all feedback and will continue to strive for world class customer service.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture from Ashley in August 2014. When it was delivered it was damaged, and missing several pieces. So unfortunately I had to reject most of my order. After 3 weeks of calling to try and reorder, I found a new set that would hopefully work better. The problem is, they still charged me for the previous order and the new order. 4 months has gone by and they are still trying to charge me for product I don't have in my home. This store is the most unprofessional store I've ever worked with. The staff is awful, incompetent, and quite frankly rude. I am being given the run around between over 5 employees. 2 of them have quit since my purchase, so I've had to restart the dispute multiple times. Horrible store, NEVER buy from them.

Desired Settlement: DesiredSettlementID: Refund I would like my account to be credited the amount it's owed. Ashley needs to update my purchase invoice and credit me for the product I refused due to damage and missing pieces.

Business Response: Dear BBB,

Please convey our apologies for the Billing inconvenience our customer has experienced.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. 

We have had our accounting team closely review our customers financing charges, and have found that she has been billed correctly.  We have sent our customer a copy of her transactions and advised if she has any questions to please contact us.

Thank you for bringing this to our attention.

Sincerely,



****** ***** ****** ** *** *********

12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We went to the *********** ** Ashley Home Furniture store on 6/29/14 and ordered two bedroom furniture sets including beds, night stands, dressers, as well as office furniture including a hutch, desk, side table and bookcase. We were in the store for 4 hours and set the delivery for 2 weeks (soonest all the pieces would be available) On the day of the delivery we received one bed with a broken frame, but both beds were incorrect. We were also missing a mirror for the dresser, a chest and the side table for the office was scratched. The delivery man explained that it was ok to leave the table and that the store would correct it on the next delivery. We called the store and set the NEXT delivery for ONE month out. On this next delivery the beds were still incomplete and were left half in boxes in our children's room. We called customer service again, asked for a refund and set up ANOTHER delivery for more than one month out. On this next delivery the chest was delivered with a severely warped drawer, and the beds were missing slats for one bed and the drawer for a bed. We have spoken with ***** *** with the customer service department and have been refunded some money but our calls go unanswered, no one can explain why our order cannot be completed on time. We have received rude service by many of the customer service representatives and they are unwilling to either correct this order in a reasonable amount of time OR completely refund our order even though ASHLEY furniture hasn't upheld their end of THEIR contract. The delivery teams that have been sent out have acknowledged on EVERY delivery that the company has made a lot of mistakes, that "this isn't the first order that was ****** up today" As of today 11/20/14 our order hasn't been completed to our satisfaction, after 5+ delivery attempts and countless calls to customer service. Our order total was $5400.00 and we have not received satisfactory customer service, which is extremely disappointing.

Desired Settlement: FINAL delivery of our bed slats for one bed and the missing under bed storage drawers for both beds and due to my wife having to take 5 days off work for the deliveries $1000 monetary compensation OR COMPLETE return and refund of the bedrooms.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the damaged merchandise has caused.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We offer scheduling of delivery services from Tuesday through Saturday each week in most areas until our maximum capacity for deliveries is reached on a given day.  Any customer may contact us and chose a day that best first their personal schedule.

As a gesture of good will, we have attempted to replace each damaged item reported to us, the only item not yet replaced are rails. These rails have been ordered and are in our WH waiting to be delivered.  We have contacted our customer 4 times attempting to reschedule the delivery of this final exchange on 11/17/14, 11/21/14, 11/29/14 and 12/1/14.  We are still willing to provide the exchange when our customer is ready to schedule this delivery, or the rails may be exchanged at our local warehouse.

Additionally if it will help satisfy our customer we are willing to offer a promotional $100.00 store credit, which can be applied to a future purchase or used to obtain merchandise fee of charge  that is of lesser value. This store credit can be mailed to our customers home on a gift card, can not be applied toward a clearance product, and is valid for one year.

Thank you for bringing this matter to our attention.
 

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:
1. It's not the rails that are missing as stated in multiple emails to ***** *** customer care manager at Ashley furniture. As well as telling multiple care reps on the phone. It is the under bed storage drawers for both beds and 1 set of bed slats.
2. A gift card does not help since I will never be shopping at Ashley furniture home store due to this experience.
3. The reason I have not set up a delivery from the listed dates our explained in the email copied. I have explained that I have filed a complaint with the BBB and am waiting to hear about that before scheduling any other deliveries.




*****, as of today I have not recieved any missed calls or voice mails, from any manager from ashley furniture home store, from yesterdays call to customer care. Due to the numerous hours wasted by my wife and I, taking days off work for deliveries to numerous hours wasted on the phone, or on hold with you , customer care, or Burlington ashley furniture home store. I'm done with the games. I have given you guys multiple attemps to make this order correct and you guys have not followed through. 6 months now is ridiculous and unrealistic. Every delivery personal that has attempted to deliver, has informed us, and I quote "that this isn't the first **** UP today" or " sorry,this is an everyday thing for us". With that being said and this last attempt of failure on your guys end again, along with the complete disregard your company, Ashley Furniture, has shown me, my family and my families time... I have request the Better Business Bureau to resolve this
issue. What I am seeking is $1000 refund for compensation for our time wasted, plus proper exchange of the 2 under bed storage drawers and 1 set of bed slats. OR a COMPLETE refund. I'm sorry it's had to come to this point but I have given you guys NUMEROUS attemps to make this correct and you guys keep failing and wasting our time and money ( due to my wife not getting paid, for taking the time off to be there for deliveries).
4. on 12-1 ****** from customer care tried to contact me in regards to this and I returned her call leaving a voice mail and have not heard back from her.
5. me and my wife's schedule does not work with your delivery times between 10 am and 5pm Tuesday through Saturday we have to take the time off work to meet this time windows. and there always a 3 hour window and even at that we had 1 delivery set up on a Saturday between 10 and 1 and the guys showed up at 5 15 at night and all we got was yea something happened to the other driver. the first delivery yea totally understand able but 5 more deliveries and every time I ask to please verify that all the pieces our there I cant keep taking time off for delivery. due to the 5 additional deliveries that well over 1500 dollars my family has lost due to not getting paid to leave work for this. and now at least 1 more. and I don't even have faith it will be right with on that one.
Regards,

**** *******

Business Response: Dear BBB,

We have received no response from our attempts to contact our customer directly. Please convey to our customer that the “rails” which we have had scheduled for replacement include the storage (they are part of the same item from the manufacture).

We realize that our customer is unhappy with us, we have offered the promotional store credit in lite of that.  Several discounts have already been provided, we will not issue an additional discount.  

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We offer scheduling of delivery services from Tuesday through Saturday each week in most areas until our maximum capacity for deliveries is reached on a given day.  Any customer may contact us and chose a day that best first their personal schedule.

We are still willing to provide the exchange when our customer is ready to schedule this delivery, or the rails may be exchanged at our local warehouse.

Thank you for bringing this matter to our attention.

Sincerely,


 
***** ******** ****** **  *** *********

Consumer Response: Complaint: ********

I am rejecting this response because:

   I have given Ashley furniture multiple attemps to correct this and they can not get it right. I have offered to either make it right by compensation plus proper exchange. If this can not be completed I feel a full return plus full refund of orginal purchase price is acceptable. the rails that are mentioned was what I was told on the last delievery and it was only the rails, not the missing storage drawers and slates. Their policy states that an employee will call if for some reason any item is not included for an upcoming scheduled delivery. NOT ONE employee has been able to confirm prior to any of our deliveries what is coming, NOR have we received a call prior to any of our 6+ deliveries that an item is missing. If this company cannot fulfill their promise and uphold their end of the contract, then how can they hold us, the customer who spent a good amount of money, to the terms of their contract? I have given so much of my time and lost income due to all this. I have attemped to return the (call) to phone number ###-###-#### that is left on the voicemail and its just a beeping sound. The last call I have received from Ashley  was 12/05/2014, which I attempted to return the call to the phone number that was left. Again, we are requesting EITHER complete return and refund of ALL items purchased 6/30/2014 including 2 complete bedroom sets (beds, night stands, dressers, mirror) and office furniture (desk, hutch, side table and chair) OR $1000.00 refund and FINAL correct delivery of BED SLATS, AND TWO DRAWER ASSEMBLIES INCLUDING RAILS AND DRAWERS.

Regards,

**** *******

Business Response: Dear BBB,

We have been unsuccessful in our attempts to reach our customer.    

To date we have refunded a significant portion of our customers original purchase.  We will not offer another $1000.00 discount.

We are willing to complete an exchange which will contain the necessary parts, or if it will satisfy our customer, we are willing to return and refund our customers merchandise for its remaining value (its value after the already provided discounts).  To accept either of these offers our customer will need to contact us by phone so that arrangements can be made (at provided numbers left in the voice mails, or at ###-###-#### between 9AM and 8PM Central time).

All refund will take up to 14 business days to process from the day of pickup. The furniture must be in the same condition as when it was delivered, or this offer will be void.  

Thank you for bringing this matter to our attention. We hope that our customer and family has a happy holiday season.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: Ashley furniture home store has point blank wasted my time and money. 6 deliveries and the order still is not correct. If they followed their policy and would have called and said they didn't have every piece or a piece was damaged I would have rescheduled for a later date but I never received any call letting me know any of this. They try and shove broken and wrong things on to their customers. Since all the time my family has wasted waiting on delivery and having to miss work for this I have stated what I'm willing to do. $1000 refund plus proper exchanged of under bed storage drawers and 1 set of bed slates or full refund of original purchase price.

Regards,

**** *******

12/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Saturday, December 6, 2014 at around 11:45 am I received a table that was defective. I called Ashley furniture and the representatives put me on hold or kept transferring me to the wrong people *****, ******** and some other woman. Call times: 12:25, 12:30, 12:35. Then I finally was able to get in touch with a representative by the name of ******** at 12:48 and she said she would write down the problem and will have to wait when the driver gets back from his deliveries. She then proceeded by saying she would call me back on Sunday and then she said on Monday. On Monday, I waited until 4pm and no call from Ashley furniture or the representative named ********. At 4:18om I spoke with ********* and she said ********'s last name was ******. She the proceeded to say she was going to create a claim and email it to me. She said that once she get the pictures of the damage she would get back to me. I emailed her several emails to see if she received my email or if she knew what the turn around time and no answer. On Saturday, December 13 I tried speaking to a representative and they had no clue or trace of what was going on. I purchased insurance and paid cash for the product however, if the table and chairs was damaged before they delivered they should have told me and I would have been ok with that. But now not only have I been inconvenienced taking time trying to figure out whats going on personally, I have been inconvenienced holiday wise.

Desired Settlement: I would like $716 plus the inconvenience and hassal charge of $300 totaling $1016 refunded to me.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the damaged merchandise.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We will gladly replace our customers table at no additional cost and have agreed to provide an additional discount on the table. All refunds may take up to 14 days to be completed. Our customers satisfaction is important and if our customer is unsatisfied with the exchange arrangements we will continue to work with her.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

***** ***

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent the email below to customer care management on 21 November regarding my dissatisfaction with the overall customer service and the issues i had with a table. Good Afternoon, First I would like to say that this was my first shopping experience with Ashley's and I must say it has been by far one of the most disappointing and in my opinion unsatisfactory. I went to the store in **** *** ***** on 25 October 2014 to purchase the Ridgley Table with 2 additional chairs. I have wanted this table for months. I was truly excited to be getting the table I wanted for so long. My husband and I decided to pick up the table since New Branufels was only 45 minutes from my home. We picked the table up on 26 October. Upon assembling, we noticed that two of the side panels were not fitting correctly with the table. I immediately contacted the warehouse to advise them of this issue and was told that I needed to contact customer care the next day. 27 Oct 2014, I contact customer care at 0900 from work and explained the issue to them. I was then informed that I could do one of two things: bring the table back for them to look at or they could schedule someone to come out to fix it. Of course I chose the second option. My appointment was scheduled for Thursday evening, 30 Oct. The gentleman arrived around 3:30 p.m on 30 Oct. and looked at my table for about 30 minutes or so only to tell me what I had already known, the table was made incorrectly. He told me that he could try to fix it but that the table would not look nice or he could order me new panels which would take about 2-4 weeks. I didn't feel that was feasible so I contact customer care at 4:15p.m. I spoke to ***** and discussed the entire issue with her and how I was really dissatisfied with fact that it would take that long to get new panels in. I explained to her that I would like my table to be exchanged. She then informed me that I could bring the table back which again was not a suitable answer. I felt that I should not have to be inconvenienced yet again to have to now table down a table that should have been made correctly just to bring it all the way back to the store. She informed me that should would need a managers approval to to the exchange and have the delivery fee waived. I waited on hold for about 25 minutes while she obtained managers approval to do the exchange. Upon received that, I was then informed that now she needed to wait for someone to close out the ticket in order to get my delivery scheduled. I explained to her that I was walking into class and that she could give me a call later that evening with the delivery information. 31 Oct 2014, I called customer care from work around 0900 to check the status of my delivery. I explained to them that I spoke with ***** and was waiting on her to contact me yesterday with a delivery date to which I never received. I was told that ***** just walked in and that she would be returning my call before noon. Noon came and gone and no phone call. I called back around 1656 and spoke with Pamela. I informed ****** of the entire situation and at this point was beginning to get a extremely upset because I still had not information. She proceed to check the system and informed me that I had an appointment scheduled for the upcoming Tuesday, 4 Nov and that I would receive a phone call with my time range. 3 Nov 2014, I contacted customer care and spoke with ******. I explained to her the entire situation and that I was informed by ****** that I would have my delivery for Tuesday, 4 Nov and I had not received my phone call with the time frame they would be arriving. The representative proceeds to check the system and informs me that I do not have a scheduled delivery for Tuesday. At this point I was livid. She informed me that she could schedule me for the next available delivery date which was 7 Nov 2014. I received my call on 4 Nov and 5 Nov stating that my delivery time would be from 1130 - 1430. 7 Nov 2014, I'm home waiting on my delivery. It's about 5 minutes to 2 and I have yet to receive a call stating they were however many minutes away from my residence. I contacted customer care yet again and spoke to a gentleman who one confirmed my appt time frame of 1130 - 1430 and then contacted the driver and let me know what he should be there well before 1430. 1430 came and I called again around 1445. This time I spoke with ****** who proceeded to tell me that my appt time is from 1200-1500. I Informed her that was not the information I was given 3 separate times. I also let her know what I had a meeting around 3 and that I would not be able to stay and wait. She then offered to see if the driver could make me his last stop of the evening around 2000. I said that would be fine. 2000 came and went and not even a phone call. I contacted customer care again to check the status. The rep contacted the driver and informed me that the driver was turned away from the base for lack of proper documentation. At this point I just didn't care to have the table anymore. She said that she could schedule me for the next available date but I declined and asked to speak to a manager. I then proceeded to ask for a manager. After a few minutes of holding I was contacted to ****. I explained to him the entire situation. I explained to him my dissatisfaction with the overall customer service I have been receiving and that at this point I would just like to return the table. He informed me that was not possible but that he would give me 25% off my table (which still has not been done yet). He then stated that he would check with the warehouse to see when the soonest available delivery date would be. I was informed that the next available date would be. The next available date was 8 Nov 2014. I explained to him the only time I would be available would be first thing in the morning because I had a wedding to attend and that I would not be home that evening. He then proceeds to tell me the only time available was 1630-1930. I explained to him again that I would not be home that evening and that I felt at this point someone should at least be a little more accommodating of my schedule. I asked him was the next available delivery date would be and he told me, Wednesday, 12 Nov. I guess I had no choice but to wait on that time frame. I think the only positive experience I've had this entire time was when the delivery crew contact me during my lunch stating they just finished another delivery and they could deliver to me early. As you can see my experience with this company has been utterly disappointing. I still have yet to see the 25% discount applied to the table which was promised to me by a manager as well as an $100 loyal customer card. I cannot begin to express my complete disgust with the overall customer service from this company. I will never shop in Ashley's ever again! Once I receive my statement for this billing period I will provide those phone logs to show the numerous calls I have made to customer care. I was contacted via phone on 22 Nov by the Office of the President's assistant who informed me the paperwork had been submitted but since it was a weekend, would not be processed until Monday, 24 Nov and that i would receive a call Monday when it was completed. I received a call on Tuesday, 25 Nov and was told that it would take 7-10 days before I would see the 25% discount on my account. I contacted the company again on 11 December via phone and email because I still have not seen the 25% discount applies to my account. Over the phone I was told that they were trying to get in touch with the individual I spoke with from the Office of the President but she wasn't responding. I was told I would receive a call back the next day which I still have not received. I also sent the following email on 11 Dec back to customer care management. I sent the below email a few weeks ago. I received a call back on 22 November from a representative from the Office of the President who apologized for all the issues I had with my table. I informed her that I was told by the manager **** in customer care that I would receive 25% off my table due to the issues which are outlined below. She informed me that the paperwork has been put in but because it was a weekend it would not be processed until Monday the 24th. She said she would give me a call Monday once the paperwork was processed. I didn't receive a call until that Tuesday to let me know the paperwork for the discount had been processed but it would take about 7-10 business days for it to show to my account which would have been 3 Dec. Well today is 11 Dec and my first bill is due and no discount has been applied to my account. I am beyond upset with my experience with Ashley. I was also told that I would receive an $100 loyal customer card but since I will never shop in Ashley's again, I asked if it could be applied to me account with no response. As I stated before, this has been one of the most disappointing and upsetting customer service experiences I have ever encountered. Since I'm unable to return the table, I would like what was promised to me. It really blows my mind that customers are treated the way they are by your company. I've worked in customer services majority of my career and I would never treat a customer this way. I would really appreciate a phone call providing details as to the status of my account.

Desired Settlement: I have been dealing with issues from Ashley's since the day I purchased my table. I would like what was promised to me and some because I have been truly inconvenienced by this whole process. Now no one will contact me or return my calls. I need some assistance is getting this resolved. Thank you for your time.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer has experienced by not receiving her refund.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are
committed to isolating the problem and fixing it as promptly as possible. 

We have contacted our customer and processed the refund to Synchrony.  Refunds take seven to ten business days to be reflected on a customer’s account, if they receive their statement electronically.  They take one to two billing cycles to be reflected on the account, if they receive their statement in the mail. We have advised customer of this information and apologized for her experience here with us.

Thank you for bringing this matter to our attention,

Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: I checked my account online and they only credited me $110.08 which is not the 25% I was promised. The total purchase price of my table was $1194.97 of which I paid $194.97 on my card and the remaining balance of $1000.00 was placed on my Ashley's card. Tax was about $94. This would mean 25% of 1100.07 would be about $275 not $110. That's not even a full 10% of the purchase price of my table. I would like the 25% credit I was promised by **** in customer care and verified by ******, ******** and numerous others. This is extremely discouraging that even through everything I have been through now I'm being short changed. Truly disgusted. 

Regards,

***** ****

Business Response: Dear BBB,

Please convey our apologies for the confusion.

We offered our customer 25% off the price of her table, this has been completed.  The table alone, was $406.70. We did not agree to provide 25% off of all the goods and services provided. 

Thank you for bringing this to our attention.

Sincerely,


****** ***** ****** ** *** *********

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this is part 2- ran out of room.We did not want the attic open while waiting for the delivery. I also have small children who will not be able to go to bed until very late. I tried explaining that I am 8 months pregnant, with a broken tailbone and we had to have our current bed disassembled on Thanksgiving and sleeping on the sofa for several days- especially a week is not acceptable. I just feel since the beginning this was a terrible experience. I have been a retail manager for 20 years and would never treat anyone the way I was treated by this company. I will use this as an example as the worst customer service. It is now almost 8pm and I still haven't heard anything- between three hours the Wed before Thanksgiving and now 5 hours today- I have wasted 8 hours waiting for this company to do the right thing and it took me away from my family and I do not appreciate it.

Desired Settlement: If our furniture is not here tonight- I want a full refund. At this point, if they do show up, Ashley needs to refund us our delivery charge and give us a discount on the furniture we did purchase while keeping the 62 month financing. I appreciate ******* helping- if it had been one thing, I could understand- but it has been a constant battle. We went to purchase a china cabinet and buffet and instead spent $4k on a bed and mattress. After this experience, we are buying elsewhere.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer experienced with the deliveries.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and are thoroughly examining the described events.

While our customer was not able to provide her full complaint to the BBB, we have successfully contacted our customer.  As a gesture of good will, we have agreed to provide additional discounts, and cancel product not yet received by our customer.  We will also provide additional craftsman services at a future mutually agreeable date to help with damages found after delivery on some of the furniture.  We hope this provides some satisfaction and peace of mind to our customer. We greatly appreciate the information provided to us about the experience.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: I ma still waiting on the 10% to be applied. I did receive the delivery back today. Once this is taken care of, I can then accept it. I tried calling ***** twice and have not been contacted. I did leave a voicemail for ******* and I received a text from him saying, in a meeting, what do you need? I sent back a text letting him know I did not appreciate a text with what do you need. I simply want to know when the 10% will be applied to my Ashley Card purchase and when the difference of tax for the piece refunded due to failure to deliver and the tax difference of the 10% will be applied to my bank card. Also, the furniture that was delivered at 1 am- arrived damaged. ***** did say someone would come out to repair when I schedule it but I want it on record in case no one ever shows or someone says I was never promised it.

Regards,

**** ********

Business Response: Dear BBB,

All refunds issued by us may take up  to 14 business days to be completed.

Our accounting department completed issuing the final refund to our customers financer on 12/08/14.  The financer may have its own holding/processing period for retail refund before the transaction is visible to our customer’s account.

As stated in our last letter to the BBB, we have agreed to provide additional craftsman services in the near future. However we understand that this is a stress full time for our customer.  We are ready to schedule the craftsman on a day that will be mutually agreeable when our customer is ready to contact us to make that arrangement.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ********
****** ** *** *********

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley has absolutely the worst customer service I have EVER seen. Purchased leather sectional couch and paid to have it delivered since we were told they would hall away the old. We paid for extended warranty since it has electrical and we were told it would cover everything that could go wrong all the way down to accidental. Ashley contracts out their service and delivery. The guys showed up and informed me they WOULD NOT remove the old furniture. We recently started having trouble with the touch screen and contacted Montage (extended warranty) Explained what our problem was and that we had tried different power strips and plugging it into a different outlet to make sure it wasn't a problem on our end before contacting them. The lady asked a series of questions and one being when did you notice this issue? I told her it had been around 3weeks.Put me on hold came back and said "you only had 14 days we won't be able to help you. Contacted what I thought was the local store but no it was a call center. Because it has not been a year they sent someone out. Took almost a week to get scheduled. The man shows comes in takes pictures of couch says he will get the part ordered and we would receive it in 7-10 business days, after receiving contact Ashley and they will send out someone to fix it. After not receiving the part in 20 BUSINESS DAYS I contacted Ashley and was told that it appeared that there was nothing ordered but she wanted to touch base with the contractor and she'd call me back later that afternoon. 3 days later once again I contacted them and was told that the part HAD been ordered and was on back order. The lady I talked to previously was new and "misinformed me" So now we wait with no idea when it will be fixed. Last call did speak to local store manager.She was absolutely put out by my questions and said she needed to check with call center and placed me on hold for 15 min. Upon her return I was told "it is being handled by customer service and nothing she could do" and hung up!

Desired Settlement: I am so tired of this company I want a refund so I can part ways and NEVER purchase from there again.

Business Response: Dear BBB,

Please convey our apologies for the difficulties created by the electronic failure.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  These warranty terms are publicly available through the manufacture's website and can be provided on request.  In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to its manufacture specification.

We are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations.  Unfortunately we are sometimes faced with unpredicted logistical short falls that impact our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

On 10/28/2014 a US Quality Furniture Services representative inspected our customer’s furniture, and provided us with replacement part recommendation.  Replacement part orders can take between 2-4 weeks to ship and are sent by a standard ground carrier.  This replacement part order was placed with the manufacture, and was shipped to our customers home on 11/19/14.  When our customer receives these replacement parts we ask that they contact us at ###-###-####.  At that time we will schedule a licensed craftsman to install the ordered replacement parts on a mutually agreeable day.

We trust this minor repair recommended by US Quality Furniture Services will restore our customer’s furniture function-ability to manufacture specifications.

Thank you for bringing this matter to our attention. 

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: once again the communication has NOT been fully bridged. I attempted to return a call I missed to the number and extension left on message. The call would not connect so I went online found an alternate number to attempt. Upon calling it I explained I had a missed call from ***** ** *** ****, the man did connect me to that extension. ***** did answer and explained to me that they were having phone problems. At this point I explained to him what has been going on at the end of my explanation ***** said "ok Mrs. ****** again since we are having problems with our phones let me verify your contact information in case we were to get disconnected," I gave him my home number (###-###-####) as well as my cell (###-###-####) Within a couple of minutes we were indeed disconnected. I was at home and had BOTH phones in my view, so I waited assuming he would call me back to finish our discussion...but once again in true Ashley Furniture spirit I was NOT contacted. This is NOT what I would consider a company wanting to make amends for issues being addressed.

Regards,

***** ******

Business Response: Dear BBB,

Please convey our apologies for the difficulties our customer has reported with our phone systems.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer
feel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible. 

We have successfully made contact with our customer, confirmed that the ordered replacement parts have arrived and scheduled services with US Quality Furniture Services to complete the minor repair on 12/9/14. Our customer has also expressed dissatisfaction with a Montage Furniture Services purchase.  We cannot cancel the policy with Montage on her behalf, but as a good faith gesture will agree to refund its value to our customer.  All refunds may take up to 14 business days to process. 

Thank you for bringing this matter to our attention. 

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Complaint: ********

I am rejecting this response because: The new box was installed, it appeared to be fixed. Next day back to same thing. At this time still waiting for refund as well. Will not claim settled until everything has ben handled and it working condition.

Regards,

***** ******

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by continued issue with the electronics.

Our craftsman installed replacement parts and the furniture was reported to be operating as expected. However our customer has reported that new warranty issues have surfaced.  We are working with our customer to resolve this through exchange as the furniture has been shown to have material manufacturing defects.

Thank you for bringing this matter to our attention.

Sincerely,


***** ******** ****** ** *** *********

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I have bought Tempur-pedic mattress from Ashley furniture on Feb 21st 2013. Recently I have been experiencing a lot of problems with the mattress. Its sagging on one side causing me back problems. I am not able to sleep on the mattress either because of the sagging issues. I contacted Ashley Furniture on Dec 1st 2014 and they send out a service tech to look at the mattress on Dec 6th 2014. Service tech noticed the problem and stated that he will write a report and get the matter resolved. I was supposed to expect a call from Ashley on the 8th but never received any call so I called them today, December 12th 2014, to get a status on the service techs report. Upon calling I was told that the service tech noted that there was no problem with the mattress so the case was closed. I am very upset on how my complaint was handled. I asked to talk to the service tech since he told me that there was a fault with the mattress so I wanted to know why he noted that there was no fault with the mattress. Ashley refused me to talk to the service tech. Tempur-pedic offers warranty for the mattress but requires me to go through Ashley since I bought it from them and Ashley is not willing to help with this matter. Also what I just discovered is that they gave me medium firm mattress when I had asked for firm mattress when I ordered it. All long I was thinking that i had firm mattress but thats not the case. I am really upset with Ashley furniture for giving me the wrong product and now that I have problems with it, they refuse to resolve it.

Desired Settlement: I would like to Ashley to replace my mattress with the firm model, The one I had originally asked for when I bought it. Regardless, they need to replace my mattress because I am unable to use it right now since its giving me back problems. I have visited chiropractor twice to get my back checked out and both times he told me that its the mattress thats causing the discomfort on my back. I can be reached at ************ ** *********************

Business Response: Dear BBB,

We are sorry to hear that our customer is experiencing back pain.

It any customer feels pain or discomfort we recommend seeking medical attention.

As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.

Our customer reported to us that the mattress delivered on 2/21/13 was “sagging.” We agreed to send a craftsman to inspect the mattress at no cost to our customer.  On 12/4/14 a craftsman from U.S. Quality Furniture Services (USQFS) inspected our customers mattress.  His detailed report and photographs indicate that the mattress contains no defects, and looks to be in good condition.  Photographs of the tags show that the mattress is the same model as the one purchased. 

Based on these inspections there is no physical evidence that indicates that the mattress purchased is defective, or is a different model then what our customer intended to purchase in 2013.  As a gesture of good will, we have agreed to do another inspection at no cost to our customer to ensure there is no defect.  This inspection has been scheduled to take place on 12/27/14.  If this particular mattress contained a body impression greater than 3/4ths of an inch we will consider the mattress defective and provide an exchange.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a couch and love seat on the 22nd of November. They (Ashley Furniture) stated that the couches would be shipped to my home on the 5th of December. On that day, the "new" sofa had frame damage to it. We refused to accept the sofa, and after being on hold on and off again with Ashley Furniture for over 30 minutes, they told me they would send me a new sofa on Wednesday,December 10th. On that day, Ashley Furniture shipped us the same damaged sofa as before, which we again refused. Having to go through this for a second time, on an item that is considered top quality, with horrible customer service both in store and corporate, was too much. On December 11th, I called inquiring about the status of the order and was told that nothing had been done about shipping a new sofa, and when I asked them to refund me my money and pick up the loveseat, they told me that I only had 5 days to do so after purchase, which is impossible since we did not receive the sofas until 12 days after purchasing.

Desired Settlement: I want them to refund me my money, take back the loveseat that was left at my home, and finish all this. I would never shop at this company again, nor would I ever recommend it.

Business Response: Dear BBB,

Please convey our apologies to our customer regarding her delivery experience.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. 

We are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations.  Unfortunately we are sometimes faced with unpredictable logistical short falls that impact our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

As a gesture of good will, we have provided our customer delivery, free of charge.

Thank you for bringing this matter to our attention.

Sincerely,


****** ***** ****** ** *** *********

12/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 09 November 2014 we ordered furniture from Ashley's. We were supposed to receive all our furniture on the 18th of November. They came and dropped off half of the furniture. I then called the store to see what happened. They explained to me that there was some sort of mix up and that they had to reschedule another drop off. Well they showed up on the 28th of November at 9:30 PM. This time they show up with only the dresser. We STILL have not received all of our furniture! I went to the store on the 29th (the day after the delivery) to see what was the issue. I spoke to the customer service department and they told me that they didn't know what the issue was. I asked her when am I going to receive the rest of my furniture. She told me that it was a billing issue and that she couldn't tell me. The billing issue was between the store and their delivery people, not my concern at all since I paid for everything in full. I told her that this was ridiculous and that I needed to know when my son could sleep in his own bed since it was still not there. She then paged the manager for about 45 minutes and he never showed up. She then got someone else to show up, after I explained everything again to him he just laughed. He said that it could take a couple of weeks. I told him that this was not acceptable. He then messed around on the computer and told me that it would be delivered on Tuesday the 2nd of December. They never showed up. I then get an email stating they will show up on Thursday, 4 December between 1000 and 2:00pm. Now I just received a phone call stating that there was a cancelation and that it will show up between 4:00-7:00 pm. This is the most horrible customer service experience I have ever dealt. What kind of business allows their customer service department to laugh and their customers issues and not care about the issue?

Desired Settlement: I don't even want this furniture anymore. I would rather have it all returned and never deal with them again. I want a full refund for failure to uphold their side of the contract/delivery. I already gave them a chance to resolve the issue and they have not tried to compensate me in any way at all.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the merchandise availability caused .

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We have been in contact with our customer. The merchandise has been delivered, however there are new issues which we have agreed to resolve. As a gesture of good will, we have agreed to provide additional discounts which will be refunded back to our customer. We have also agreed to provide a promotional store credit to help restore our customers satisfaction. All refund may take up to 15 business days to be completed.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

12/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is billing and advertisement complaint. I purchased over $3000 of furniture. The sales lady had our new home room measurements and sold us a sofa which did not fit. Our furniture came in 3 deliveries because they were selling stuff they did not have in inventory. We had to change the sofa option. We were told to our face by customer service there would only be one delivery charge, we are now being charged two. $159 which we agreed to, $119 they stuck in without our knowledge. We bought a kreeli sofa that was thenot put on sale for $150 less. I called about this after seeing the sale and customer service said just come by and we will adjust it. Now they say it has to be done the day of the sale only. It was a one day sale. This is fraudulent and false advertising and just wrong. I want the delivery charge of $119 taken off as they told us we would not be charged twice, then did it. I also want them to honor their sale price guareentee, as advertised.

Desired Settlement: I want the second delivery charge of $119 taken off. And I want the sale price of the kreeli sofa that went on sale one week later. We paid $449.99 and it went on sale for $299

Business Response: Dear BBB, 

Please convey our apologies for the experienced confusion.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts. 

As a gesture of goodwill our store agreed to provide delivery services at no cost to our customer. We will issue a refund of the additional delivery fee. All refunds can take up to 14 business days to process. All price matches must be requested in person during the sale period.  As a courtesy to our customer we are currently working with the local store to review the price match request. We value our customer’s feedback and will thoroughly examine the described events. 

Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved.

Thank you for bringing this to our attention.

Sincerely,


****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

**************

12/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2013, My daughter and I purchased a recliner from Ashley furniture. It was a $600. I noticed that the stuffing inside the chair was sinking. The arms weren't evenly stuffed. The foot rest needed stuffing. They sent someone to stuff the arms and foot rest. Soon the bottom was sinking, again they came out and a piece of foam was put in the seat. The arms still were not even, so they re stuffed the left side, trying to match the right. I was told that the stuffing is loose, so it will sink. After getting the padding put in the seat, I started having lower back problems, it was not sitting correctly. The back was sagging. Someone came out again and he said he would have to replace entire seat, redo leg rest, re stuff arms AGAIN, stuff back. He would recommend a replacement. He felt a board hitting his lower back as I do. I was told they would call in 3 to 4 days, which never happened. I called them and was told chair would not be replaced. After we talked for sometime, the girl going back and forth to someone that could make decisions that could not come to phone, they decided to replace with the same chair. When the young lady came back to the phone, she said that apparently the sales people neglected to tell me, when they sold me the chair, that I should NOT SIT IN IT A LOT, NOR SHOULD I SLEEP IN IT. I was under the impression that chairs are made to sit in. I am almost 70 years old and I occasionally fall asleep in my recliner. I have had recliners that have been my main chair and I slept in them on occasion and gave them to friends when I bought new ones and they are still in good condition.I spoke to them today and ask if they could just let me go to the store and pick out a different recliner since I can't sit in this one a lot and not ever sleep in it. I am about to have a knee replacement and may have to be in a recliner to elevate my leg a good bit. Someone in charge would not come to the phone, they just said that they sell no recliners that you can ever sleep in or sit on it a lot

Desired Settlement: I would like to pick out a different chair, but since they said, they sell no chairs that you can sit in a lot or ever sleep in, then the only choice I have is to get a full refund. To give me the same chair as a replacement, I don't have faith that it will do any better because I have seen the filling this chair has. I have Rheumatoid Arthritis and I can't sit in a chair that falls if you sit much. I have given them many chances to fix the problem.

Business Response: Dear BBB,

Please convey our apologies for our customers dissatisfaction with the furniture quality.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

On 11/19/14, a craftsman from U.S. Quality Furniture inspected our customers furniture and found the seat cushioning to be flattening.  All seat cushions will soften with normal use, is considered normal wear, and is not considered a material manufacturing defect.  We have discussed this with our customer and as a gesture of goodwill we have agreed to allow our customer to select different furniture.  

Thank you for bringing this matter to our attention.                                                                                                                          

 

Sincerely,



***** ********
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

***** *******

12/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 24, 2014, I went to Ashley Furniture Homestore and made purchases that consisted of a Cocktail table with 2 stools, 2 end tables and a Dining room table with 4 bar stools. Prior to paying for my items I was promised two deliveries scheduled for 29 November and 6 December due to the items I purchased not being available until a later date. However I was guaranteed those dates. On 29 November I received a delivery of everything with the exception of my bar stools that come with the kitchen table. I was informed they would be delivered on 6 December. On 6 December I stayed home the entire day waiting on my delivery and I did not receive a delivery nor courtesy phone call to let me know my items will not be delivered. I contacted the store on 6 December and was placed on hold an hour before I could speak with a store manager. I then spoke with a manager by the name of *** *****, he apologized about the situation and offered to give back 5% on my purchase and had no idea on why I didn't receive a delivery. He then rescheduled my delivery for the 11th of December and stated I would get a phone call two days prior for my delivery. Once again I received no phone call and of course no delivery on the date scheduled. As a customer I am extremely upset and I am new to the city of San Antonio. I am an active duty military member and I was given the day off to receive this delivery because it was scheduled on a duty date. I feel like I should have received a phone call informing there will be no delivery.

Desired Settlement: For the embarrassment of not having any chairs to sit at my table during a family dinner and the time i took off work away from the mission I feel like I should receive more than a 5% refund. I think I should receive my money back for a delivery that was not honored and at least the money back for the barstools I purchased due to no delivery of the items and should still have my items delivered with a promised delivery (These bar stools should be FREE). Also not to mention the paint thats chipping already on the cocktail table that I purchased. It is the holidays what family does not want to be able to eat at their kitchen table , when they have used their hard earned money making a purchase on something that is needed in a home. I truthfully desire a full refund!!!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience of our customer not having their furniture in time for Thanksgiving.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability.  

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that
can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  

As a gesture of good will, we have compensated our customer and apologized for her inconvenience.  

Thank you for bringing this to our attention.

Sincerely,



****** *****
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

***** ********

12/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I puchased a living room sectional back in November before the Thanksgiving holiday with a scheduled delivery date of December 12, 2014. On December 11th I was notified that due to over scheduling deliveries they could not deliver until December 16, 2014. My husband whom was home waiting to accept the delivery received a phone call stating due to inventory issues it would not be delivered until 19 December. I contacted the company for an explanation on why the delivery was rescheduled on the 2nd delivery date for items that were instock on Friday and originally scheduled for delivery. The customer service ( *****) had no answers for why they could not deliver and had no intentions of finding out why the delivery could not happen until Dec 19, 1014. I spoke with a supervisor (*****) and she had no answers and told me that the date was a customer desired date even though the date was giving to me by the store and I accepted it. I expressed to them that my furniture had been outside for pickup since Thursday , December 11, 2014 and I had family scheduled to arrive for the holidays on the 17th and she stated that she offered my husband a $50 gift card. I specifically asked did they over book all of their customers deliveries by an entire week and she answered yes. I then let her know that it is unfair to the customers because we are giving a specific date and we are forced to take time from work to accept the items, if anytime there is a change that we should be notified in a timely manner and the date of delivery is an unacceptable time frame. I just feel if they would put forward the same effort of satisfying their customers after sell as they did during the sell all of this could have been prevented. Communication would have made a difference.

Desired Settlement: I would like my full delivery charges refunded and my items delivered asap.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the merchandise availability.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 

The delivery is scheduled to be completed today 12/19/14.  As a gesture of goodwill we will  issue a refund of the delivery fee.  All refunds may take up to 14 business days to be completed.

Thank you for bringing this matter to our attention.


Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two new mattresses on December 4, 2014 from this store. I asked the saleswoman if their delivery drivers haul away the old mattresses when they deliver the new ones. She said they would. The new mattresses were delivered on December 6, 2014. One was damaged so I sent it back with the driver. I asked the driver to haul away the old mattresses and he said he didn't have room in the truck, that I would have to call Ashley's and set up another pickup. The next day I went to the store where I had made my purchase and stated to the saleswoman what the driver had told me. She said she would discuss it with me once she was finished with a customer she was currently helping. After about 20 minutes I decided to talk to their customer service representative there in the store. He said they would "Try" to haul away the old mattresses. I told him one reason I bought from them was the fact I was told that the old mattresses would be taken away at time of deliver of the new one's. I am 69 yrs old and own a sedan so there is no way I can load them into my car and haul them away. Again he said they would "try" to get the driver to take them and to try again when the damaged mattress was replaced. The damaged mattress was replaced on December 11, 2014. I asked the driver to haul away the old mattresses and he also told me there wasn't room in his truck so he couldn't take them. Had the saleswoman told me from the start that they only "Try" to haul away old mattresses I would have gone to another store from my purchase. I've bought mattresses at other stores and never had this kind of trouble. These stores never hesitated to honor their agreement/word.

Desired Settlement: I want Ashley's Furniture to send a truck to pickup my old mattresses, as I was told they would do in the first place. I want this done soon and not weeks from now. I also want Ashley's to change the way they handle this end of their business. If they don't want to haul away customers old mattresses then don't tell the customer they will. Trying and Doing is two different things, and it's dishonest to make a play with words once a they have the customers money. It appears they are trying to make this into a never ending "task" for the customer in hopes the customer will finally give up and dispose of their old mattresses their own way.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by our inability to retrieve the mattresses on the pervious deliveries.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.

We will gladly retrieve the old mattresses and box springs for our customer.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. They did in fact pickup the mattresses.

Regards,

****** ****

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2/14/14 I purchased a sofa for $2,000.00. I called the customer care support because the seat cushions are poorly made and you can feel the wood from the frame. 1st call the rep said she would order 3 new foam inserts, only one was ordered. 2nd call the rep ordered the other 2 foam cushions, a very short time later the new cushions collapsed too. 3rd call the rep said they would send a Craftsman out to look at the sofa. The Craftsman said the density of the foam was not the quality and he would recommend a higher density, in addition he said the leg in the center back was higher and he took the leg off and said they would order new parts. I received a call month later saying they could not help me, the foam is the only foam they have and I should check the level of my floor. I requested a supervisor and did not get a call back. I called Ashley Friday 11/28/14 spoke to someone from the office of the president, she offered no resolution.

Desired Settlement: I would be satisfied with, repair, replacement or cash refund. I just want a sofa that I can sit on and be comfortable. The customer service team must have a hard job with poor quality. I wish the would treat their customers better. The sofa should not be so poorly made.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience our customer feels that the product quality has caused.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request.  In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

At this time, no material manufacturing defect has been found with the seat cushions.  All seat cushion cores will soften with normal use and will conform to the shape of the user.  At our own expense, we agreed to send a representative from US Quality Furniture Services to our customer’s home, this was on 10/17/14.  Their report states that the cushioning is normal, and that this is an issue of perception.  

On 11/28/14 as a gesture of good will our Office of the President offered to allow our customer to reselect (select a different product of equal value, or upgrade and pay the difference).  We do feel this offer was generous when taking into account that our customer has been in possession of her purchase for 9 months and no material manufacture defect is present.  Our customer chose to refuse this offer.

We would be happy to re-extend the offer to reselect, if this will satisfy our customer.  Should our customer wish to accept this offer she will need to contact us again within the next 14 days.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  All of this could have been avoided if ****** in the office of the president would have not been so rude.

Regards,

***** ******

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa with Ashley back in 2012, but few days after the purchased and prior to them delivering the item, I found out that I will need to move to UK for work assignment for 2 years. So I quickly called Ashley to cancel, I was told I cant cancel the furniture, but they can give me store credit and when I am back from UK, I can use the store credit. However, after my 2 years work assignment end, I went to Ashley to use my store credit to purchase sofa, but to my surprise they told me that I don't have the store credit in their system. Even though I showed them the work paper to proof that I have store credit. I even have credit card statements to show that I paid them $1,178.78

Desired Settlement: I would like for Ashley to return my money. I don't believe in them anymore and don't want to do business with them.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience with setting up the transaction.

We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  In order to use a store credit from 2012, there is a process we must work through to ensure it is correctly applied to a transaction.

On 12/4/14 (the day before the BBB submitted this claim) our store completed that process and prepared a transaction which uses the store credit described by our customer.  Our customer paid an additional charge for the difference of the new purchase.  The sale is currently scheduled to be delivered on 12/22/14.  As a gesture of good will toward our customer we have not charged for the delivery service to be preformed.  Please let us know if there is missing information we should be aware of, our customers satisfaction is important.

Thank you for bringing this matter to our attention.

Sincerely,

 

***** ******** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

***** *******

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had another furniture set you help us with Case ID#******** we wanted our money back but we had to pick out another set. The new set lasted about 8 months and we tried to get money back and they said yes then no, we been trying to get it fixed since May. They ordered parts and we waited 2 months before we got them and they came to fix it and the man tore up the back of couch to repair it and wrong parts were sent. It has been almost 2 more months still not fixed and we have half a back on couch. Please help us get our full refund so we can go get some decent furniture. ******** ***** Product_Or_Service: leather couch and love seat

Desired Settlement: DesiredSettlementID: Refund Just want our full amount refunded to get some decent furniture!!!!

Business Response: Dear BBB,

Please convey our apologies for the inconvenience these manufacture defects have caused.
 
We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  These warranty terms are publicly available through the manufacture's website and can be provided on request.  In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.
 
Our craftsman inspected the furniture and found material manufacture defects.  Unfortunately there were several delays in obtaining replacement parts.  As gesture of good will, we have agreed to provide a replacement set of furniture.  This set was delivered on 10/30/14. 
 
Thank you for bringing this matter to our attention.
 
Sincerely,



***** ******** ****** ** *** *********

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a sofa sleeper at the beginning of May 2014 that was to be delivered by the end of May. The delivery date was constantly pushed back, and eventually was back ordered until the end of August so I went in and chose another sofa since the original would be so late. That delivery was pushed back several times as well but finally arrived. Within two months, it was broken. The bottom pieces don't hold up the mattress, so the mattress is basically laying on the floor and the couch cannot be used. Someone from Ashley finally came out to look at it and he told us that it is apparently missing an entire piece at the bottom that is supposed to hold the mattress up. He ordered the part and informed me that the part would be sent to my house in about a week and then I could call and make an appt for him to come back to fix it. Two weeks went by and no part showed up. I called and was on hold so long I gave up and emailed Ashley's customer service email from their website. I got no response so a week later I emailed them again. Still no response so I finally called and waited on hold an extremely long time until I got an answer. I was told that the whole time, the part had been at their warehouse and that the guy just has to go pick it up before coming to my house. No one within this company communicated with each other so this piece most likely would have sat there forever had I not called to find out about it. I let her know that the repair man was under the impression that the part was getting sent to me. She made an appt for the repair man to come fix the sofa that friday (Nov 14) between 1 and 4pm. At 3:30 on the day he was supposed to be at my house, he called and let my husband know he didn't realize the part was at the warehouse so he couldn't fix it that day. He thought the part was mailed to me, and no one told him to pick it up at the warehouse. Again, no one communicates in this company. He asked if he could come the next day (Sat Nov 15, today) at 7 am. My husband asked if he could come later but he said 8 am would be the latest because he had other appointments. So they agreed on 8am. It is now 10;45 am and no one ever showed up or called. I have called the number that called yesterday four times and there is no answer and the mail box is full. Now I'm sure I will have to sit on hold another hour on Monday with customer service to find out why no one showed up and then wait even longer to get my couch fixed that I haven't been able to use in over a month. I've had nothing but a horrible experience every step of the way with this company.

Desired Settlement: I want a partial refund for my sofa. The amount of trouble I've gone through for this is absurd.

Business Response:
Dear BBB,

Please convey our apologies for the difficulties caused by the manufacture defect.

We support the limited warranty provided by the furniture's manufacture, and agree that furniture should be free of material manufacturing defects through the warranty period. These warranty terms are publicly available through the manufacture's website, and can be provided on request.

In accordance with these warranty terms we have offered to restore the furniture to show room quality condition. We have agreed to schedule a service appointment with our customer for 11/28/14. We want our customer to feel happy with the purchase, and appreciate the feedback provided.

Thank you for bringing this matter to our attention.

Sincerely,


****** ***** ****** ** *** *********

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal customer to Ashley Furniture since 2011. My reason of this compliant is because I had purchased a Swivel Power Rocker Recliner on 10/13/2013 and within 6 months of the purchased the Rocker Recliner began to break down. First, the bottom of the recliner has this big round wheel that allows flexibility in turning the rocker around from left to right and within that short period the bottom nails that holds the wheel piece came off completely. We tried to screw it back on but the inside of the nail was not strong enough that the nail keeps loosing itself up. Also, the mechanism of the recliner that suppose to evaluate the chair for the leg(s) rest did not work at all because of the electric power cord that you plug into the wall socket, the electric cord had gotten pressed against the bottom round wheel and the floor, which caused damaged. Now the recliner mechanism cannot be used. By this point, I have decided to not to report a claim on this and just let it go. Because around that time, between November 2013 through March 2014, I had gotten very ill physically from a chronic medical condition, so I couldn't really focus on this situation of the recliner. However, by 10/24/14, a year later the rocker recliner was manageable where you can still sit and rock a little bit. However, on the week of October 17, 2014 when my son sat on the rocker, the mid section of the recliner broke in half through the middle that his went back with the chair and almost hurt his head against the end of the bed. On 10/26/14, I had visited Ashley Furniture Store to speak to a manager and explained the situation with this recliner and show the manager the pictures of the damaged Rocker Recliner. He than directed me to contact Ashley Furniture Home store by calling at ###-###-#### because he believe this was a manufacture issue. When I returned home on the same day, I had contacted Customer Care Ashley Home store, first by email, then after not getting a response by email I had decided to call them by phone 48 hours later and call the ####-###-####, which I spoke to Ms. ****** ***** who then received my email message complaint and created a service order #********* and that I was scheduled to have a Technician to visit me on Friday 10/31/14. The Technician show up as scheduled and during his assessment on my recliner he didn't ask me any questions as to how, where, or when the damage occurred. Supposedly, the tech said that it will take up to 3 days for his report to be review and that I would receive a call within 48-72 hours. Well. 48-72 hours came by and went and days turns into 2 weeks. I have not receive any calls or emails from ****** ***** nor anyone else. Almost a month later, (11/25/14) I'd contacted the Customer Care Ashley Furniture Home Store directly and got someone else to look into the results of my claim. Apparently, the results was pet damaged! I couldn't believe my ears when she read that the report show as result as pet damaged. Is this how my Rocker Recliner broke in half? No way...I said. Impossible that this was the caused of a pet. I have another furniture recliner in my home and other similar to that one and there's absolutely no pet damaged on neither of them. The person I spoke over the phone was carefully understanding what I was telling her about the situation. However, I had wish that the tech who visited my home had said something because even when he came I have had specifically told him what had happened when the Rocker Recliner broke in half after it was sat on it. I believe the frame of this Rocker Recliner is very poor and the quality material is also poor constructed. Even when I sit on the cushion of the Rocker Recliner is really no firmness, whereas is hard that you can feel the bottom fame of the wood. Unfortunately, this Rocker Recliner is no longer in used. Sadly, I cannot sit on it because is broken in middle section as well the mechanism does not work because of the electric power cord is damaged. Therefore, the entire Swivel Rocker Recliner that I paid for in 10/2013 for $1,099 plus $400 Montage Warranty, which this warranty by the way does not cover for this type of damaged magnitude. I am still paying for this recliner on a store credit. Thus far, I have paid more that $350.00 towards store credit card and I still owe a little over $700.00 toward damaged Swivel Rocker Reclining Power Sofa. Essentially, I'm not looking for a replacement or a new rocker recliner but rather I would like if Ashley Furniture Home Store could please consider a reasonable credit or a price reduction toward this product on my credit store account. This recliner cannot be repair as you could see and I cannot use it in the near future toward my suitable needs. The whole purpose why I had purchased this product is because of the benefits it had, for example: its firmness and the mechanism that it provides pain relieve when you evaluate the legs, which help for persons with lower back problems as myself. Thank you for understanding on this matter. Respectfully, ******* ******

Business Response: Dear BBB,

Please convey our apologies for the inconvenience the manufacture defects have caused.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.

That being said, our review of the evidence suggests that not all of the damages present are the result of material manufacture defects.  As a gesture of good will toward our customer we will offer a refund of $435.00+ tax toward the financing if this will satisfy our customer to keep the products as they are.  All refunds may take up to 14 business days to be completed.  We hope this brings our customer satisfaction and peace of mind.
 
Thank you for bringing this matter to our attention.
 
Sincerely,



****** ***** ****** ** *** *********

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had multiple issues with Ashley Furniture customer service and after many failed attempts of various issues I have turned to the BBB. It started in June when I initially ordered the furniture. There were a lot of delivery issues and multiple customer service people stating they would call back and never did. I even spoke to a manager (****) who worked in customer service and she reassured me that they would contact me that following Monday...never happened. Went as far as to contact someone from corporate office who was a regional manager. The secretary or receptionist that mans the phone had to send him an email to contact me and he never did. Instead he had some assistant manager from the Humble Ashley Furniture Store (didn't even purchase furniture there) contact me saying that I would get the rest of my furniture. The regional manager could not even take the time to call me after I took matters that far, there was obviously clearly an issues. I am not one to complain unless things get out of hand and I feel that I am being taken advantage off. This was the last straw. About a month and a half ago they delivered the piece of furniture about 4 months too late. They took off the charge that was made on the furniture in July and added a different amount which was more. I contacted customer service the girl on the phone said she would email accounting and call me back. I let her know that one I originally purchased it I received a promotional discounted. She was checking into it, but it has been over two weeks and still no response. At this point they can come get the piece of furniture that was delivered and the ottoman and I want my money back. I wanted to order two more chairs for my dining room, but after all this I will not. Very disappointed in lack of customer service, follow through, and high powers in the company stepping up to deliver customer service.

Desired Settlement: I do not want the furniture that was delivered. The delivery men can come get it and I would like a refund on the Ashley Furniture Credit Card that I used to purchase the sectional piece that was delivered and the ottoman.

Business Response: Dear BBB,

Please convey our apologies for the difficulty our customer experienced with our communication.

We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with a great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear, honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events.

Our customer has told us that she has already made other furnishing arrangements in her home, and no longer requires the furniture delivered on 10/1/14.  We have been told that this furniture is still wrapped in its manufacture shipping material.  As a gesture of good will, we have made arrangements to return these two items on 11/22/14, provided that they are still in showroom quality at the time of pickup. Once returned we will refund the account used to pay for the furniture with Synchrony.  All refunds to Synchrony can take up to 14 business days to be completed.  

Thank you for bringing this matter to our attention.

Sincerely,


***** ******** ****** ** *** *********

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a tv stand 3 weeks ago. When it was delivered it was a much darker color than the one on the showroom. We took a shelf to the store the same day that it was delivered and showed the salesman that sold it to us and he agreed that it was much different. I requested a refund through the customer care department and that the tv stand be picked up from my house. That has been over 3 weeks now. I have called back more than 4 different times and I have been put on perpetual hold, transferred around to various people, disconnected repeatedly, and lied to regarding the credit back to our MasterCard. Last week on Wednesday 11/12/14 I was told that the return would be processed by the store on Friday 11/14 as this was the only day that refunds were processed, and then I would be called to schedule the pickup within 1 to 2 days. After once again not being called, I called in again this morning 11/18/14 and spoke to ********* in customer care. She told me there were no notes on my account, no refund was made by the store and that the store was closed. I was told that she would have to contact the store and find out why it wasn't done. I am tired of this dragging on and want this refunded and picked up immediately.

Desired Settlement: Immediate refund to my credit card, Immediate pickup of the tv stand. Compensation for my hours of time and aggravation and the pathetic handling of this complaint, and an apology for this horrific customer service.

Business Response: Dear BBB,

Please convey our apologies for the difficulties caused by the miss matched color.

We do stand by the furniture we sell and work to provide the best fashionable furniture we can at reasonable prices.  Our manufacture procures building resources from around the world and constructs furniture in accordance with the strictest building codes available in the United States of America.  As our manufacture’s source of natural materials change some minor variations may arise within a given furniture series.

We are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations.  We appreciate the feedback Mr. ***** has provided.  

As a gesture of good will we have arranged for our customer’s TV Stand to be returned on 11/24/14, provided that it is in the same condition it was delivered in.  Once the pickup is completed we will issue a refund to the same MC account used to make the purchase.  Refunds may take up to 14 business days to complete.

Thank you for bringing this matter to our attention.

Sincerely,



***** ******** ****** ** *** *********

12/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa on 10/26/14, delivery was supposed to be 10/31/14, so I took the day off to receive the sofa and oversee the removal of the old sofa (which I had to arrange separately). Not only did they not deliver on that day, they set up delivery dates 4 other times and I still have no sofa. The latest excuse I received is that they damaged the sofa loading it, replacement time another two weeks. I have been without a sofa for over 3 weeks. They have promised on several occasions to refund the delivery charge and that has yet to happen.

Desired Settlement: I would like the refund for the delivery they promised me...$69.99. And since they won't refund for the sofa itself, I want compensation for the time I've taken off from work waiting for deliveries that never showed. $250...3 weekday deliveries, 4 hours each date.

Business Response: Dear BBB,

Please convey our apologies for the inconvenience caused by the delivery delay.

The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued.  We do care about our customers, and value each customer.  While it is not always logistically possible, we are making every reasonable effort to satisfy as many of our customers as we are able.  Any customer seeking immediate assistance should contact us directly at ************.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.

Fortunately we were able to complete our customers delivery on 11/25/2014. As a gesture of good faith our store has already agreed to have the delivery completed at no cost to our customer.  This refund has been verified and our customer should see the funds post back to the VISA used at the time of purchase once that is completed.  

As an additional gesture of good will, we are willing to offer our customer an additional 10% discount ($60+tax refund) for their satisfaction.  All refunds may take up to 14 business days to process.

Thank you for bringing this matter to our attention.

Sincerely,



***** ********
Office of the President

Consumer Response: Better Business Bureau:

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

Regards,

******** *****

12/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a living room set from Ashley Furniture and picked it up on November the 17, 2014. We have un wrapped the love seat and only the love seat so far. To our shock, the love seat was damaged. There is something sticking out of the back of the couch, from the inside. The fabric is torn and as a result, we do not want the couch. I feel that the couch should be replaced. I spent thousands of dollars on a living room set and feel that it should be in perfect working condition. I have contacted Ashley's customer center many time in an effort to resolve this issue. They refuse to replace the couch. They want to sent someone out to repair the couch. I do not want a couch that has a patch on it or that has to be fixed. What will happen 2 or 3 years down the road, when the patch does not work and the warranty is void? Then i will be stuck with a couch that is trash. I can not believe that this company would treat people like this...

Desired Settlement: I just want the love seat replaced.

Business Response: Dear BBB,

Please convey our apologies for the damages, and manufacture defects our customer found after picking up the furniture on 11/17/14.

We support the limited warranty provided by the furniture’s manufacture, and agree that furniture should be free of material manufacturing defects when received from us.  These warranty terms are publicly available through the manufacture's website, and can be provided on request.

In accordance with these warranty terms we have offered to restore the furniture to show room quality condition.  However, our customer has declined this offered assistance.  As a gesture of good will, we have agreed to replace our customer’s Loveseat.  The exchange was made earlier today, 10/20/14. We want our customer to feel happy with the purchase, and appreciate the feedback provided.

Thank you for bringing this matter to our attention.

Sincerely,



***** ********
Office of the President

11/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted the customer service department repeatedly, and the company will not return calls and emails. I was told initially by customer service upper management that the furniture would be replaced, but further attempts to contact and seek resolution have been unsuccessful. I have attempted to have this matter resolved for over thirty days.

Desired Settlement: The furniture must be replaced with items without manufacturing flaws and damages. This must be done without any cost to me, the consumer. This needs to be resolved within the next ten business days.

Business Response: Dear BBB,

Please convey our apologies for any inconvenience caused by the imperfections and material manufacturing defects found at the time of delivery on 11/06/14.

We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly available through the manufacture's website and can be provided on request.

In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. 

Our customer has made a specific request asking for a licensed craftsman to be available on a Saturday when not normally scheduled for the area.  As a sign of good will, we have agreed to make special arrangements to meet this request.

Customer satisfaction with the craftsman efforts is important to us.  Please make our customer aware that we will continue to work with them.

Thank you for bringing this matter to our attention.


Sincerely,



****** ***** ****** ** *** *********

11/24/2014 Problems with Product/Service
11/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On September 26,2014 we filed a complaint with Ashley Furniture through their customer service line regarding the factory warranty on our couch, ottoman, and loveseat. We purchased the loveseat, couch, and ottoman on Dec. 31, 2014 from the ****** location. Our couch has a broken piece of wood in the frame on the bottom causing the couch to have a dip in the center, our loveseat has been losing the decorative nails off the arms, the cushions are warped in shape. Alot of the cushions are unraveling for no reason in the fabric, this is not due to a tear but just coming apart. Our ottoman the top cushion is sideways which slants and hangs off the ottoman base itself. When we filed the original complaint they sent a service person out to take pictures of the damage. He stated that he would turn them in but as far as the couch he did not think it was even repairable. Our children are older so the issues we are having are due to the quality of craftsmanship and not the abuse of children bouncing off the furniture. The service man left and said that he would turn in all the pictures, and a manager would call us next week regarding what can be done. For two and a half months we called every other week cause we did not hear anything regarding the condition of our furniture which is all covered under factory warranty. Each time they told us that they were waiting for a review from the manager and that the manager would have to call us, but we never received a call. We contacted the store itself, which just referred us back to the customer line. We referred back to the warranty and all the issues that we are experiencing were covered. Last week we called again and they stated that we were supposed to receive replacement cushions and other parts to fix the cushions and decorative nails, and that once they were received a service person would come out to repair. She also stated that we should have already received these and that a service agent should have been out to replace them. That once he came out he would then take pictures again of the couch and that would be addressed once he turned them in. Although he has already taken pictures. We received one cushion in the mail for the ottoman, but still no service man or cushions for the loveseat, or nails, or even someone to address the large piece of wood coming out of the bottom of my couch. We were told that Ashley Furniture backs the quality of their furniture and this is even in writing in the Factory Warranty. However the warranty only lasts for 1 year. We feel as though they are putting off replacement to push past the 1 year mark although we have been trying to have this resolved since September.

Desired Settlement: We would like our furniture replaced. The quality of our furniture is very poor. We waited a long time to buy new furniture and it looks terrible, falling apart both structurally and cosmetically and its only 6 months old. This was not cheap furniture and we are still paying for a product that is in such terrible condition.

Business Response:

We have spoken with our customer and agreed to a resolution.

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased furniture (dressor) and an area rug at Ashley Furniture at ***** ******* ******** ******** ** ***** on 10/12/14 and were guaranteed delivery of the furniture within 2 days at customer pickup location. Delivery of the rug was guaranteed within 2 weeks of the sale by our sales agent. Two days after the sale, I got a refund on the furniture because they stated they did not have it in stock even though they said it was in stock 2 days prior. We then waited 2 weeks for our area rug but received nothing. We cancelled the rug purchase on 10/31/14 and were promised a refund upon approval. We contacted them on 11/4 and were told permission was obtained by the management for the refund per Lydia. On 11/11 we were told by Kayla that our refund is processed. On 11/13 we spoke to John and now he states the problem is with our bank. We contacted our bank today and Chase bank confirmed no issue with our account or credit from Ashley Furniture for the amount of $258.93

Desired Settlement: We were told on 10/31/14 that we should be getting a credit to our account within 7 business days; however, Ashley furniture has only given us empty promises. Their lack of integrity in honoring the refund for merchandise (area rug) we did not receive is bad business practice; and, to blame the customer's bank as the issue is ludicrous. We want our refund of $258.93 credited back to our Chase bank account so we can purchase an area rug from a reputable company.

Business Response: Dear BBB,

Please convey our apologies for any inconvenience the change in merchandise availability may have caused.

We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do some times change beyond our own control.  

As a good will gesture we voided our customer’s Area Rug purchase on 11/04/14.  Refunds may take up to 14 business days to process.  On 11/12/14 the refund cleared our account to reimburse the original VISA used.  If our customer’s refund has not yet fully posted to their VISA account we recommend they contact their financial institute to make inquiries.

Thank you for bringing this matter to our attention.
 

Sincerely,

 

***** ********
Office of the President

Consumer Response: Complaint:********

I am rejecting this response because: It is very ironic that we got the run around from Ashley Furniture for 4 weeks until we made a formal BBB complaint! Then and only then did we finally receive our refund for a rug we never received. It bothers me that they blame the supplier when in actuality they cannot deliver on their word alone. They bait and switch you in their store to get your money then the long game of confusion begins. First you find out they do not actually have the furniture in stock. Second you discover it will take longer than 2 weeks to get your rug shipped to your home. I can tell you that we get deliveries to our home from other furniture stores without any issues all the time. Ashley furniture is a dishonest business that would not know fairness or truth if it stared them in the face. It is all about smoke, mirrors, and deception which is why I cannot accept their blaming the supplier and our bank! Ashley furniture is solely responsible and it would have been nice if they would have accepted responsibility. Unfortunately, in this day and age it takes a lot of character to stand up and admit your mistakes. It would also beneficial for future customers if they would abide by fair business practices and follow Texas law with regard to the bait and switch.

Regards,

***** ******

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture has been a complete disaster. We placed an order at the end of August 2014. It took them 2 weeks to deliver the furniture. When we got the furniture, a lift top coffee table we purchased broke the next day. A spring fell off that lifts the table. We only had it for 24 hours and it broke! So I call Ashley to set an appointment for a repair man to come out. He came and said the following, "The spring is pressed on with a machine so we will have to order a whole new top for the table. I will go ahead and put that order in. It usually takes 5 to 10 business days to get the top and we will come and install it for you." A week later, I decide to call Ashley Customer Service to get the status on this order. They said the following, "We have no record of this order being placed. Unfortunately, we can't even order a new top for this table. We will have to do an exchange meaning bring you a new table and we take back the one that is broken." I had asked if I can return the furniture because their customer service is terrible and their furniture is very poor quality. The representative says the following," Unfortunately you cannot return because it has been 48 hours after purchase." I was shocked as most furniture companies have a much better return policy but not this place! So I had requested to go ahead with the exchange. She says they have to fill out paper work and get it approved by the manager and they try to get this resolved as soon as possible. I call the next week to get an update. (They never call me). She says the following, "Unfortunately, we won't have this table in stock until NEXT YEAR!! So I get upset and she decides to talk to her manager and puts me on hold. She then says, "We actually do have the table in stock but it can't be delivered until November 25th." It should not be this much of a hassle to do the exchange. The table broke within 24 hours after purchasing it. I have been dealing with them about this table for over a month now and they tell me one thing then something completely different. We also ordered a couch from them. The couch already looks used and we have only had it for a month. The fabric on the cushions is coming loose and has a "wrinkle" look to it. I want to return the table and the couch for a full refund. We financed it with their credit card. I am not happy with their customer service and their lack of effort in getting this table problem resolved. If I had of done research on Ashley before the purchase, I would have never purchased anything through them. They have over 800 horrible reviews! Don't you think it is ridiculous how hard it is just to do a table exchange? They are playing games with me and I am done. I am now bringing this problem to you for help.

Desired Settlement: I want to return the couch and table for a refund. We financed it through their credit card.

Business Response: We have contacted our customer and agreed to a resolution with our customer.

Consumer Response: Complaint: ********

I am rejecting this response because:
We aren't done until I see all refunds.
Regards,

****** *****

Business Response:

Our customer’s refund was completed on 11/6/14.  The financial institution our customer chose to finance with will be responsible for refunding overages.

11/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct 17 I purchased several pieces of furniture from the ***** ********** *** ******** ** ***** store, I was told that my livingroom set was going to be delivered on 10/21/2014 and the rest was going to be delivered on the 10/30/2014 due to the table not being available. The livingroom set was delivered as agreed, but on 10/30/2014 they only delivered some of the furniture on the purchase order, I was missing my barstools and my table. I had plan a party for that Sat 10/31/2014 for which I didn't have a table for my party because Nobody called me to notify me that all my furniture was not going to be delivered as agreed. Once they delivered part of the order, I was told that the rest of my furniture will be delivered on 11/05/2014 and that I was going to be given a credit of $79 of the delivery fee. On 11/05/2014 they delivered the barstools, but not the table, once again nobody called to let me know what happened and how the problem was going to be resolved. I called the store 11/06/2014 and once again they're delaying the delivery until 11/12/2014. I've requested to cancel the table, barstools and bench purchase due to the fact that I can't use that furniture since I don't have a table, but they claim that they can't pick up furniture from my house until 11/11/2014.

Desired Settlement: I want my table this week or want them to cancel my purchase order for the barstools and bench, and for them to be pick up immediately. I don't have the space for useless furniture if I don't have a table. They've had my money for a table that I have not received for almost a month. I should not be charge for any delivery since their delivery has been a chaos since 10/30/2014.

Business Response: We were able to speak with our customer, we have agreed to a resolution.

11/17/2014 Problems with Product/Service
11/12/2014 Problems with Product/Service
11/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have many several large purchases with your Ashley location in ************, Texas. We made a purchase on Wednesday 10/22/14 and the merchandise was scheduled to be delivered Saturday 10/25/14 between 10am/1. The delivery went fine as scheduled the only problem was that the shelves that came with the entertainment center were not delivered. I was told to call my salesman which I did right away but was told that I would have to wait until Tuesday or Wednesday of the next week to get my shelves. We had a dinner party scheduled for that even and this would be a great inconvenience. I was very clear with the Salesperson about the time-line and the importance of the furniture being delivered by or on Saturday for this party. I was reassured that this would be possible. To my surprise I was stuck with a 200 pound entrainment center in the middle of my living room and expecting guests that evening. I called the salesperson who said that there was nothing he could do but then agreed to give us the shelves in floor model. As we were in our truck driving to the location which is in another City we received another call from the salesperson stating that his Supervisor who's name was **** would not allow him to help us with the missing shelves. I right away requested to speak with the Supervisor **** who stated that he would try and figure something out and would call us back. He never called us back to inform us that he could or could not help. As you can imagine I was in tears due to the total failure of my planned event that evening. As I was waiting for his response noticed that there are so many complaints on social media. The Supervisor never call after I had spoken with him twice I was very disappointed and would have returned the merchandise that moment if possible. Lucky for us my neighbor came over and assisted my husband move the entrainment center. I still don't have my shelves and have not received call from anyone about the delivery. I **** make sure that I post everything that has happened to us on every social media site available as well as the BBB. Like many of the postings I have reviewed online this store acts like this is the final time they **** have to deal with the customer so I doesn't matter how the customer is treated. Not taking it into consideration that consumers buy furniture's over and over again. It is very sad that the furniture in your store is beautiful and great quality but the unprofessional customer service/delivery department **** defiantly prevent us from ever purchasing any item from Ashley's again. 10/29/14 - we still do not have our shelves and have called over 8 times speaking to Rep. ******, ***** and Supervisor ****** who promised she would call back and did not. Thank you for your time. ******* *** ******* ********* ***** ****** ****** ****** ***** ***** *************

Desired Settlement: I would like this merchandise returned due to the unresolved problem in delivery. Very upset still have an active account with Ashley, **** defiantly find my options on how to pay off and never purchase again.

Business Response: I have contacted our customer and we have agreed on a resolution.  We have an appointment scheduled next week as agreed with our customer.

11/11/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. We purchased a couch set and dining table/chairs in early October. 2. Products were delivered at 8:30pm, within the 5:30-8:30pm window. 3. Products were quickly dropped off without checking function of products. 4. After the delivery guys left we checked the table and found that the table was damaged. The table leave was chipped and the table would not open. 5. We called customer service immediately but they were closed. We called the sales store where we purchased the table and they said they would contact customer service for us. My husband then called the store/sales person the following morning as well. They said they would contact customer service for us and we would be contacted within 24-48 hours. 6. We were not contacted within 48 hours so we contacted customer. We went back and forth with them during the week to get the table replaced. Ashley customer service insisted on having a technician come out to the house to check the product. My husband took off work to meet him. The technician said the table should be replaced. 7. We were to be called 24-48 hours. We had to call them again because they didn't call us with in the 48hour period to set up delivery. 8. Deliver was set up for between 5:30-8:30pm. 9. My husband left work to be home by 5:30 for the beginning of the window delivery. He got called at 4:30pm, an hour before the window, saying they were waiting at the gate. 10. My husband called the customer service at 5:30 and the service department said they deliver truck was right here close to our house and should be there within 5 minutes. They didn't come. 11. My husband called customer service again at 6:00pm and they said they would be here. The delivery truck never showed up. 12. Ashley Customer Service is very difficult to get hold of and this has become a hassle.

Desired Settlement: We would like for our product to be delivered and compensation for my husband taking off of work as he works an hourly contract job.

Business Response: We have contacted our customer this morning and are working together on a resolution.

11/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased furniture on 10/13 from the Ashley's on *** * ******** ** **** and the pieces were to delivered in two separate delivers. The scheduled delivery for 10/15 arrived earlier than expected but was not a problem. The next delivery was scheduled for 10/24 (Friday) between 330-630pm. I made arrangements at work to be available during this timeframe. The driver called me at 12:55pm but I missed the call as I was at work. I called back at 210pm and the customer service rep. said it was the driver and he was outside my house. I explained the timeframe and if the driver could accommodate. I was placed on hold and the customer service rep said the driver would be at my home in 15 minutes. I immediately left work and was home by 230pm. I waited until 320pm but my delivered had not arrived. I called Ashley's for the status and was informed that the driver was still 20 minutes away. I explained the previous 15 minute timeframe and waited as long as I could before having to return to work. I rescheduled the delivery for 10/29 with the request that it be done later in the day. I then requested to file a complaint as I wasted my time and gas (21 mile round trip from work to home) for a delivery that was not completed. I was placed on hold for over 5 minutes and then hung up the phone. I received an automated call on Saturday 10/25 to confirm the delivery on 10/29 between 130-430pm. I selected the option to speak with a Rep. The rep who answered, Nick, informed me of the requested timeframe and said not to worry about it and that I should receive another automated confirmation call with the updated delivery timeframe. I called Ashley's on 10/29 at 6:10pmto follow up with my delivery and spoke with *******. He informed me that the delivery was cancelled on 10/27 as the delivery route system and driver were unable to accommodate the requested timeframe. I was never informed of the cancellation. He offered to schedule the next delivery for 11/01 (Saturday ) but a timeframe could not be provided until tomorrow, 10/30. I explained the previous delivery issue and the requested late timeframe to alleviate my inconvenience and requested to do the same for the Saturday delivery. ******* informed me that not all requested are honored as it's too many to accommodate from the warehouse in New Braunfels, TX. The entire ordeal caused me to become irate and noticeably frustrated. I asked to speak with a manager to file a complaint regarding the situation and was told that I would receive a call within 30 minutes. I later learned that the department where I called closes at 7pm, so a promised phone call was never to be received. The entire ordeal shows the complete lack of care, customer service, consideration, and follow-through that the delivery department of Ashley's has for its paying customers. I have waited over two weeks for one loveseat.

Desired Settlement: I would like for Ashley's to honor its agreement and promised services with paying customers.

Business Response: We have contacted our customer and the issue has been resolved.

11/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a complaint of very indifferent, incompetent, unprofessional and poor service and delivery service by Ashley Furniture in **** *** **. I purchased two furniture pieces (1 dresser and 1 night stand) 14 September. Each time I called Ashley furniture customer care (sic!!!) office I was told about a new delivery date (26 Oct, 2, 6, 9, and 15 November and 15 December). My calls to the salesman ***** ****** were never returned. Promises by the customer care clerks were never returned. after about 7 calls to customer care office with no status information, I go very frustrated and called the store manager, **** *****, who promised to return my call about the status of my delivery. He never called back. When I called him back, I was always told that he "was too busy" to answer my call or call back. I would think that after spending over $1000 to buy the furniture I would get at least some semblance of decent customer care. Finally today, 24 October, a clerk (****** ********) called me to inform me about a possible delivery of my furniture on 28 October. This furniture includes 2 floor model furniture items although I paid full price for NEW furniture. **** *****, store manager, promised that IF he could get a floor model that is "without any damaged" he would send it too me, but he wouldn't refund any of the money I already paid, even though we paid FULL price for NEW furniture. This is a totally dishonest and illegal way of doing business. ***** never showed any professionalism or courtesy by returning my calls to explain this dishonest and illegal business practice.I did purchase an area rug on that same date which I picked up myself the following week at their warehouse.

Desired Settlement: I would like a partial refund of the money we paid for the furniture we thought we were buying NEW but only getting a floor model instead. All "reputable" stores normally reduce the price of their floor models. A reasonable refund of 20% of the total cost of the furniture we purchased would be reasonable INCLUDING our option to return the furniture (1 dresser and 1 night stand) if it is delivered with ANY damage.

Business Response: We spoke with our customer this morning and agreed together on the resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:  I was promised by ***** ******** on 28 Oct 2014 that the furniture I purchased would be in perfect condition upon delivery and that IF it is delivered damaged in any way that I could refuse delivery.  I was told by ****** (last name unk) that same day that this furniture would be inspected before it leaves the warehouse for delivery to my house.  After six promises for 6 different delivery dates by Ashley furniture (customer care (sic)) to deliver my furniture, I received finally it at 8 PM today damaged with several large and deep gouges down to the bare wood on the top of the dresser.  I told the delivery people that I cannot accept this furniture because of the extensive damage.  I told him what ***** ******** said and he said I had to accept it because this is company policy.  he took several pictures of the damaged furniture.  this kind of customer treatment by Ashley furniture is totally unacceptable, unresponsive, careless, unethical, and unprofessional.  this purchase has been a nightmare.  Because of this, I will never ever recommend anyone purchase any Ashley furniture.

I want a FULL REFUND of the money asap that I used to purchase this furniture and for Ashley furniture to pick up this unwanted furniture asap.

Very upset,

****** ******

Business Response: We were able to reach our customer and agreed to a resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   My acceptance of this resolution is contingent on Ashley Furniture delivering on time (26 November 2014) the furniture I purchased on 14 September 2014 AND NOT damaged.  This resolution was made with Mr. ***** ******** with Ashley Furniture **** *** **** * ******

Regards,

****** ******

11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had the mattresses for alittle over one year. We started noticing that on the sides the mattresses had an indentation, but did not think much of it. Then both my husband and I were having back pain. I then called Ashley and they send an indenpendant company to take measurement and pictures of the mattress. At that time they said the mattress indentations were not that bad so all they could do is reschedule for another month. This last time another person came out and i explained to him what the problem was. He said he noticed the indentations and would make a notation on his paperwork that the mattresses seemed defective. He also took pictures and measurements. At night when we sleep on that part of the mattress we start rolling towards the ends and because of the indentation it is very hard to turn. These were very expense mattresses and i don't think we should be having these problems.

Desired Settlement: just want some new ones or some of equal value

Business Response: We spoke with our customer this morning. We have started working together on a resolution.

11/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a sectional sofa from Ashley furniture on March 15th and purchased the extended warranty. The sofa was delivered on April 5th. We called on Monday 8/4 to schedule service because the threadwork on the recliner is coming undone. After waiting on hold for over 20 minutes with the warranty company, we were told that we had to speak to someone at the store and speak to someone about the manufacturers warranty. After another 20 minutes on hold, we scheduled a technician to come on 8/6/14 from 8am-12noon. After making arrangements to be home so that our 4 month old couch could be repaired, the technician didn't show up. After waiting on hold for 40 minutes, we were connected to ****** at x **** who told me that it was not scheduled properly and that we would have to re-schedule but that . I explained to ****** that I did not have another 5 hours that I could sit at home and wait for someone to show up and asked to speak to someone who could offer a better solution. She repeatedly refused to transfer me to a supervisor or anyone that could better assist us. She said all that she could do was make an appointment and they would call 2 days ahead and we may be able to get a better idea of when they would be here and that there was NO ONE that had the ability to do anything different than what she was telling me. I sent an email to customer care on August 6th asking for assistance and received no response. I called 2 additional times on different days and after waiting on hold for 15-20 minutes, was disconnected. On 10/6/14, I called and was on hold, spoke to a rep who finally transferred me to a "Manager". He apologized and stated that he would order the part and it would arrive at my home in 5-7 business days so when the tech came on my next appointment, he could make the repair. I scheduled and appointment on October 25th from 8am-noon. On 10/23, we received a message that the technician would be there from 12-3pm. On 10/24, we received a message that our appt was cancelled.

Desired Settlement: I would like the couch repaired as guaranteed. I have made arrangements on 3 occasions to be available only to have them not show up or cancel. I have spent several hours on the phone, waiting on hold, being transferred only to be left with no resolution.

Business Response: We contacted our customer earlier today and agreed on a resolution together.

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a $2000 sectional sofa from Ashley in 2011. Three years later, the cushions fell apart. Literally fell into shreds. I sent pictures to Ashley and asked for some type of refund. Ashley said today after 1 year it would not honor any warranty. I bought a warranty but apparently it does not cover the coverings of a sofa. A sofa for this kind of money should last longer than three years. I am very disappointed that Ashley would not stand behind its product, and plan to never shop there again, and hope that consumers will be warned not to shop at Ashley furniture under any circumstances

Desired Settlement: I would like a refund or a replacement sofa.

Business Response:

We have contacted our customer to discuss resolutions. The furniture has been moved out of state to **********, VA.  Our franchise does not own stores in that area, and cannot replace, repair or return for refund the purchase unless it is transported back to one of our locations, or an areas in which we can provide delivery.  In order to provide satisfaction we have agreed to contact our manufacture to see if assistance can be provided through a local franchise in **********, VA.  The manufacture has agreed to review the claim. This process may take more than a week, and our company will not be able to control the outcome of their determination. We remain hopeful as they have agreed to consider the claim.

11/4/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ******* at Ashley furniture and I looked a china cabinet that would fit in a specific space in my dinning room; together we measure height and length. We looked at the features of the upper part of the cabinet: lights, doors, the partition between the upper cabinet doors. I agreed to the price he told me, I made the purchase and arranged for deliveryWhen the delivery was made it was a buffet, when I called I was told by ***** that I had purchased only the bottom, and the top was not included. I reminded ***** of our conversation about the upper part of the china cabinet and we never even mentioned a buffet. He acknowledged the conversation and told me the manager would call right back. I called ***** again, he said it was too late to cancel and I could reselect or purchase the upper part for an additional amount of money. He is new and made a mistake, he again told me his manager would call me back.After 48 hours of waiting I visited the showroom only to be told I could not cancel, I feel strongly that I shouldn't have to pay for *****'s mistake. I also feel that his store director is a poor example to his employees because he didn't train ***** correctly. A mistake was made by the store and all I want is to cancel this order.

Desired Settlement: Just cancel the order.

Business Response: We spoke with our customer this morning. We have agreed together on the resolution.

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional with an agreed upon delivery date of 9/12/14. I attempted to schedule delivery where I was told that delivery would slip another two weeks to the right beyond 9/24/14. I was told that the item was now on back order. At the time of purchased approximately 3 weeks ago the sectional was not on back order. I was not contacted by Ashleys to inform me that my items were on back order. I contacted Ashley regarding my delivery where they then informed me that my items were on backorder. Based on their home delivery brochure it explicitly states that Ashley's must contact the customer if the delivery date cannot be met which they did not do. Additionaly does it state that the customer must be notified of the back order status. Neither of the two ocurred. It was extremely difficult to get in touch with customer service (long wait and hold times) with the 800 customer service and the same ocurred when I called the live oak store. Additionally no one was willing to see if they could help expedite anything. The customer service received was poor and less than curteous. When I requested a refund I could re-select but would not be issued a refund. I explained that I wasn't interested in re-selection and was told there were no other options. I have purchased most of my furniture from Ashley's in the last 10 years and never experienced this type of treatment.

Desired Settlement: I am requesting a full refund due to a breach of contract. I am not interested in re-selection as they do not have anything else that I like. I no longer have any intentions of doing business with Ashley's in the future.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:

iled the intitial complaint on 9/12/14 - Complaint ID #********. I was contacted by an Ashley's representative where a full refund was agreed upon. I received a follow up call stating that the refund was processed on 9/22/14. As of today no refund has been processed per my financial institution. I have attempted to call Ashley's numerous times but extended hold time and inability to get in touch with anyone that can assist has resulted in no resolution.


Regards,

******* *****

Business Response: We have spoken with our customer. We allowed the charge back that her financial institution issued to stand, because she expressed that she would not accept the goods or services that where purchased. We refunded the purchase to them at that time. We no longer have possession of the funds as we have previously advised.

10/26/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture from Ashley's and scheduled a delivery date for the last day that I would be available to receive the furniture before I started my new job. I was happy that they were able to deliver it to me when I needed it. Well, the day of delivery came around (Oct 8th) nobody showed. I called the store at 6pm. They told me that I didn't sign some contract when I originally bought the furniture in the store. My first question was "why didn't someone call me to let me know that I needed to come back to the store to sign this contract." They replied with "sorry we don't know why no one called you." The next day I went up to the store to tell them I wanted a refund because I was no longer going to be available for another delivery date. The young lady at the desk was polite but the only solution she had was that I had to sign the contract and reschedule the delivery. When I told her that I would not be available for another delivery date because of work she told me that they would not be able to give me a refund because it was past their 48hr refund policy. I explained that it went past the 48hrs because of them for not calling me to let me know I needed to sign this contract, and if they had called me I would have my furniture. This is where the manager got involved. I told him my story and he said the same thing and his solution was to sign and reschedule even after I told him that was impossible with my work schedule. After debating this with him for a bit, he finally stopped trying to push me to reschedule and said he would have to talk to the head manager at the store and get back to me. The next day he called me and said that he talked to the manager and they both agreed that a refund was out of the question because it was past the 48hrs. I told him very sternly their 48hr policy is irrelevant in this case because they didn't contact me. It was their fault. He tried telling me that someone called me. I told him I had 0 missed calls or left messages. I'm still waiting on a call back.

Desired Settlement: I would just like my refund because I am no longer available to be home for delivery because of work schedule. If they would have called me like they "said they did", I would have my furniture.

Business Response: We have contacted our customer and discussed resolution.

10/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10 October 14, I went to Ashley Furniture to purchase a desk, file cabinet and a curio cabinet. After paying for these items I was told it would be a month before the curio cabinet could be delivered. I was very upset and did a stop payment on my check. I called and talked to a manager and was told everything was straightened out and all 3 items would be delivered the next day. On delivery day, the delivery driver phoned me to let me know that the file cabinet was on back order and wouldn't be delivered that day. I was very upset that no one from the store had phoned me to tell me this. I called the store and talked to a manager, who assured me the file cabinet would be delivered that Saturday. Later that day I received a call from customer service of Ashley Furniture informing me that the file cabinet would be delivered on Friday, the 10th between 1:30 and 4:30. On friday when the item was not dekivered, I called the store again, and was told that an error had been made and it would be delivered on Saturday the 11th. On saturday, again I waited and at 4:25pm the delivery driver called me to say that my file cabinet was not on his truck and he "guessed it was on back order". I was livid. I had waited at home for 2 days for a delivery that didn't occur and again, no one from the store called to inform me of a problem, but a delivery man who could barely speak English informed me. When I again called the store, I told them I would pick up my furniture myself at the store. Then they told me it would be in on Tuesday, the14th of October. When I called the store to let them know I was on my way in to pick up my file cabinet, I was told that it wasn't in stock yet but would be in on Wednesday the 22nd of October. They also proceeded to tell me I was welcome to go to the warehouse myself to pick up my furniture. I was very insulted and told them I felt they had extremely poor business practices and it appeared as if no one in the company knew what was going on. I still do not have my file cabinet and I am sure on the 22nd there will be more excuses.

Desired Settlement: I want to pick up my item of furniture at the Spring store this week. I will not sit home again and wait for a delivery that doesnt occur.

Business Response: We have confirmed with our customer that the merchandise is available for pickup at our store as she requested.

Consumer Response: Better Business Bureau:

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

Regards,

******* *******

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 22, we visited the store and bought a bed for our son. When the bed was delivered on September 30, it was incomplete. I was promised two days later the missing slats would be delivered. The delivery crew showed up to "build a bed", so I called customer service and talked to the manager of the store. The manager said he would refund the delivery fee. For three weeks, I was told it'll be done today, over and over. On October 2, we met with two managers about the issue with slats, and were informed they weren't included in our purchase. *********, the manager, was very rude and threatening to my husband, after he agreed to bring slats from his house that he was not using. On October 21, I called the store because the money still had not been refunded. The woman I spoke to, *****, was very rude and unprofessional. The entire customer service team and managers have been very unprofessional about our whole experience. The stories never matched from one call to the next.

Desired Settlement: After the experience we have had, I believe we deserve more than just the delivery fee refunded. (to pay for the expenses of going back and forth to the store and work missed waiting on delivery)

Business Response: We have contacted our customer, and agreed to a resolution.

Consumer Response: Better Business Bureau:

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

Regards,

******** ******

10/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch and love sofa exactly a week from today. The sales person put her customer I.D on the order. So when I paid it was on her customer I.D as her order. The office manager noticed it and tried to fix it, but couldn't die to the fact that it has to be handled by cooperate. Nothing has been done and they still have my money and I have no couches.

Desired Settlement: 1,300.00 should be more due to having to go back and forth to fight this matter.

Business Response: We have contacted our customer and confirmed resolution.

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/1/14 I purchased (financed) a NEW sectional sofa from Ashley Furniture's Galleria Store. On 9/13/14, I rented a Budget moving truck to pick up the sectional at Ashley's warehouse in North *******. Upon unloading and unwrapping the sectional at our home in ******, TX, we discovered that the chase piece had three tears in the fabric. I called Ashley's customer service line that same day to inform them of the issue and after over an hour of back and forth on the phone the customer service rep advised me that Ashley would mail new fabric for the chase and to call them back when the fabric arrived to schedule a technician to replace the torn fabric. This was the only resolution offered after I insisted that they replace the torn chase piece with a NEW one, which was what I thought I had paid for. After approximately two weeks we still had not received the new fabric so I called Ashley and a customer service rep advised me that the fabric was never ordered and shipped to us. I again insisted that Ashley replace the chase with a new one and after about another hour on the phone the rep advised that Ashley would exchange the chase but that I had to transport the chases to/from the warehouse. I advised the rep that this was unacceptable because I already rented a truck to pick up a damaged sofa plus the fact that Ashley had already neglected my claim. After speaking with a "Team Leader", I was advised that Ashley would not deliver the new piece for free because I did not originally pay for the delivery service. After insisting numerous times that Ashley bear the cost and inconvenience of delivering the new piece, I was advised that the best they could offer was to pay half of the delivery fee. I explained that this was unacceptable because they sold me furniture with holes in it. I advised that I wished to return the sectional for a full refund if Ashley would not correct this situation as requested. The "Team Leader" advised me that they have a 48 hour cancellation policy and warned me that if I didn't make the payments for the sectional then it would go against my credit. No acceptable resolution was reached at this time. On 10/1/14 we discovered that there was a tear in another piece of the sectional. I again called Ashley to advise of this issue and was advised by a customer service rep that she would email me when she got a response on the claim. On 10/7/14 we still had not received a response on the damage to this piece so we called Ashley again to address the damage to both pieces. After waiting all day for a response, this customer service rep actually called us back and advised that Ashley would mail new fabric for both pieces that had torn fabric. This time we were advised that it would take 4-6 weeks for the new fabric to arrive and then we would have to call back to schedule an appointment for a technician to come to our house.

Desired Settlement: After trying on several occasions over nearly a months time to reach an acceptable resolution, I would really like Ashley to come get their torn couch out of my house and give me a full refund so I never have to deal with their "customer service" again.

Business Response:

We are attempting to reach our customer so that we may work toward resolution.

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a recliner from this store as well as paid for delivery. They delivered a lower priced chair compared to the one I purchased. It has been over a month and I have yet to receive a refund or the chair to be picked up and exchanged with the correct one. I have been given the run around with every single manager I have dealt with as well as long hold times to include over 45 minutes.

Desired Settlement: I want the wrong chair picked up, the refund to be returned to my card as well as compensation for the time and frustration to deal with this problem.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:

I am rejecting this response because:I still don't have proof of the total refund. They failed to provide that and can not retrieve it from their records. I haven't had a chance to take MY OWN time to find out if it has been put back on the GE card. It's ridiculous that Ashley Furniture can't provide me a printout showing the refund was deposited onto the card and they expect me to do it. I would think with the amount of trouble this has caused me they would do anything/everything in their power to make it right; however I am obviously wrong. They don't care about their customers and only call me when they need to respond to the BBB.


Regards,

********* ********

Business Response: For peace of mind, we have informed our customer in writing that the refunds have been completed. We have suggested that if our customer does not believe us, she is welcome to check with her chosen financial institution. If our customer believes that an error has been made in the sums refunded we would be glad to discus if further with her.

Consumer Response: Complaint: ********

I am rejecting this response because:I have asked for an apology since they can't compensate for the time that I have wasted on handling it. They have yet to apologize especially the store manager who has repeatedly lied to me. They also have shown no proof of the refunds except one portion and they expect me to do it. Based on their response here it is evident that they do not care about their customers. There was no need for the response they made...it seemed snarky and rude. I haven't asked for much during this process. I have asked for an apology, a refund, and the chair to be picked up. They have for sure completed one task and I'm waiting on verification for the refund. It should be their responsibility to provide me proof especially considering it was their mistake. I have yet to be able to get in contact with someone at their credit card company for verification of the refund. I work and have a life outside of this process and unfortunately when I do call I can't reach them and/or it wasn't showing at the time I called. Again I have been dealing with this for 2 months. They need to respect and it is clear they don't. Again they should have printed out their records accordingly and apologized and the process would be done. They are only concerned that their reputation is on the line once I contacted BBB and they make it clear every time they talk to me. They only contact me when they get a notification from BBB and never once called me prior to reaching out to the BBB. Everyone should be aware of buying things from them.

Regards,

********* ********

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 09/03/2014 at 10:19am I went into Ashley Furniture to purchase a TV stand which I paid cash. At that time they told us that it would be delivered that same day. They called us later and informed us that it would be delivered the next day. At 6PM on the 09/04/2014 we called the customer service department inquiring about our TV Stand. They stated that it was never assigned a delivery time. We then called the Ahsley's Furniture on ** ** ** ************ where the item was purchased and asked for a refund, we were within our 48 hour alloted time for a full refund. They told us that we could come to the store and they would credit our credit card even though we had told them up front that we had paid cash. When we got to the store they informed us that they could credit back our card and that they would have to order a check from corporate and it would be overnighted to us the next day. We waited until Septermber 12th and called back and got the run around. On around the 22nd we called and talked to some one named Will who claimed he was the finance manager and he assured us that we would get our check by the 3rd of October. We still have not received our refund so we have called on the 3rd and the 4th again with no luck at getting our refund. We are not asking for anything extra just a refund for the amount we paid for the TV Stand.

Desired Settlement: We would like the Refund of the full amount that we paid for the TV Stand that we never received. At this point I don't care if it is in Cash or Check, just the refund.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because: I still have NOT received my money back!

Regards,

**** *****

Business Response:

A refund check was printed and sent through standard mailed on 10/9/14. Please allow up to 10 Monday through Friday business days for the mail to be delivered.  If the check does not arrive within the period please contact us. If there are any other issues that need to be addressed please let us know!

Consumer Response: Complaint: ********

I am rejecting this response because: It takes over 40 days to get a refund on a cash purchase!

Regards,

**** *****

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/4/14 purchased high end living room furniture that included leather couch, love seat, chair and half & ottoman, qty-3 sofa table, qty-2 end tables. After 2 months and 4 delivery attempts, ALL pieces have been delivered multiple times with quality issues/damage and returned. In addition, delivery personnel damage front entry & door of home on first delivery taking pieces back out of house. Have made many attempts to contact Ashley furniture, most times customer required to be on hold for 20-30 minutes before speaking to a customer rep for help. This led to numerous calls in attempt to speak with someone. When finally speaking to someone and discussing with Customer Service representatives about making right, absolutely no concern was given other than to say sorry! No concern was given over quality of craftsmanship and/or customer satisfaction by delivering NEW, not used like furniture. In addition, company was offered way out by compensating for damage but refused. Phone calls added up to approximately 4-6 hrs and 8 total hours of vacation time for delivery (~$750.00). Company was contacted many more times other than those 3 listed bt phone, email and text. To date, no resolution has been made regarding this matter.

Desired Settlement: Partial return on order (Tables & Love Seat) and billing adjustment to compensate for customer inconvenience of lost income/vacation time off to meet delivery on multiple occasions... or full refund/return pick up on all furniture and compensation for damage to front entry/door repair.

Business Response: We have attempted to reach our customer on 9/30/14, 10/3/14, 10/7/14, and 10/9/14. HDL the delivery contactor used  to preform delivery services has also attempted to reach our customer, they requested invoices for the claimed damages and reported mailing a letter to our customer on 9/13/14. We have provided our customer with contact numbers previously and would gladly speak with him so that we may work toward resolution.

10/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I put furniture on lay away while I was building my house. I paid all but $900 of it when I was ready to take possession of it and they "were suppose to put the remaining $900 balance on my Ashley credit card. I get the first bill and it shows I owe over $3000 on it. I immediately called the store and spoke with a manager "**** *****", she said she would check into it and call me back. I told her I had the receipts for my lay away payments if she needed them. She called me back and stated she had pulled my account and saw that I had indeed paid all but $900 and would get it fixed. The following month I get the bill and it is not fixed so I contacted Ms. ***** again and she said someone was suppose to have taken care of it and would check on it and call me back. She never called. I have now gotten the 3rd bill and it is still not corrected, I called Ms. ***** again but she was out of the office, I asked for her email and have now emailed her 3x with no response.

Desired Settlement: I want the account to show the actual amount I owe, I have been making payments during this time so the balance is now less than $900. I also have my bank statements showing how much I have paid and I have receipts showing my payments while the furniture was on layaway.

Business Response:

We have contacted our customer to discuss resolution.

Consumer Response: Better Business Bureau:

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

Regards,

***** ************

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 08/22/09, my husband ***** ****** and I purchased Three pieces of furniture from the Ashley Furniture Home-store at **** **** ** ****** ***** *****. We also were talked into purchasing the Montage Furniture Service and were informed by the sales associate at that time that if after five years we had no claims that we would receive a full credit for the Montage Furniture Service, which the amount is $229.95. It has clearly been over five years since the purchase date, and have been getting the run around and told so many things. I would like to receive my credit as to use towards another purchase which my husband and I already chose. I called the Montage Company on August 18, 2014 and was informed to call back after August 22, 2014. I promptly called back on August 25, 2014 and was informed that I would need to contact Ashley Furniture as to receive my credit. Since that date, I have called Ashely on several different dates and told so many different things. On August 30, 2014, I felt, actually confident that perhaps this matter would finally be taken care of as I spoke to ******* ***** of Ashley Customer Care and even sent her the copies of my receipts via email of ******************* and she said it would take up to 48 hours to clear and show my credit and she even informed me that she received the emails and thanked me and said it would speed up the process. Well more than a week passed and I called and spoke to ****** from customer care at Ashley and she informed me that the credit did show for the $229.95 and just simply had to go to the store ad pick out the furniture I wanted an the credit could be put toward my new purchase. Well when my husband and I went to the store and chose our purchase and ready to pay, we were informed from ****** and the sales person and also **** the manager that they did not see the credit so made copies of my receipts I had brought with me from the Montage purchase that was to be credited. They said they would give me a call in a couple of days. The salesperson called me on September 11, 2014 and proceed to tell me that she has heard nothing. On September 12, 2014, I called and spoke to a Corina who she said was a customer care manager and said she knew of nothing of my claims and took my information. She said she would cc me on an email to Montage that she would send out immediately which I have never received anything and I have even checked my spam folder. I still to this date have not been taken care of! Ashley Furniture clearly does not care of their customers. They are not honest. They lied and are not honoring what was promised to y husband and I! We used to love Ashley Furniture, but have clearly been let down and will not be returning and will be quick to spread the word of their deceptive trade practices. All we wanted was to get the credit that was coming to us and purchase more furniture from Ashley as we has purchased from them living room future and bedroom furniture and love their designs, but after being treated so poorly, we will not return to them. We have tried to work this out with Ashley Furniture many times, and even wasted the gas to drive to the store to pick out our new desired purchase and our time. The Montage Furniture Service was sold to us on 08/22/09. it was sold to us under my husbands name: ***** ******, ***** **** ***** *********** ** ***** with our home number at that time being ###-###-#### The sales order number was ********* Ashley Furniture Homestore does have our new phone number added to reach us of ###-###-####

Desired Settlement: We would like our credit of $229.95 and we also feel justified for a free delivery of our purchase in which we wish to purchase. We would like to still be able to receive the promotion that we were offered on 09/07/2014 which was: 20% Off Our Purchase PLUS NO INTEREST FOR 1 FULL YEAR.

Business Response: We are attempting to reach our customer to confirm resolution.

Consumer Response: Complaint: ********

I am rejecting this response because: I have tried multiple times to retuen their calls for the past two days. Seems they are having issues or just dont care. Put on hold for thirty minutes waiting for someone to talk to yesterday morning and then yesterday afternoon was on hold for thirty minutes and then this morning was put on hold for forty five minutes to speak to someone. My time is valuablenandnits apparent Ashley Furniture does not care about their customers. 
I went to the ****** Ashley Homestore on Sunday and felt pressured to purchase the dresser I wanted as was originally told I had to use the Montage credit by the end of September 2014. **** was very rude on Sunday saying that they would not give me free delivery for my purchase as Ashley was already doing me a favor by giving me my credit and allowing me to use the labor day sale of 20% off. My husband and I told him that how they can think they are allowing me a credit that is due to me and that the sale of 20% off as a favor is a joke as if they would of credited me back when it was promised to me then I would not of had to return and make the very many calls. **** tells us to take it or leave it. I asked to speak to **** the manager and he walks to the desk she is sitting at and they whisper about us and keep glancing at us and then **** says she is told him that she would not help us. We went ahead and bought the dresser as the end of September is almost here thus my credit would expire. 
Again Ashley Furniture is a disappointment and I will never shop at one again. I believe everyone should know exactly how Ashley Furniture conductw business. 
Regards,

******* ******

Business Response:

We would like to apologize to our customer for her difficulty trying to reach us.  We are again attempted to reach our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:

I am rejecting this response because:  Nothing has worked out. I call during business hoirs on weekdays and both times they have called me during weekend after seven pm and other time was Friday after seven pm to which I missed their calls. And I tried to call them to return their call and the first time was internal hold day and I called two days ago and left message. I will call again today. 


Regards,

******* ******

Business Response: We were able to reach our customer and discus a resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:they offered me a gift card and apologized. I have yet to receive this card. I do not want to drop this complaint until I receive the promised card. 

Regards,

******* ******

Business Response:

We have verified that our customer's gift card was mailed on 10/6/14. It is printed on a card stock paper, and may resemble an advertisement at first glance.  Please feel free to contact us directly with any questions.

Consumer Response: Better Business Bureau:

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

Regards,

******* ******

10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE PURCHASED A BED, PAID CASH AND SCHEDULE A DELIVERY DATE. ON THE DAY (THUR) OF THE DELIVERY WE RECEIVED A CALL THAT THEY WERE RUNNING LATE. ASHLEY EMPL SHOWED UP AT 10:30 PM. MY BED WAS NOT NEW THE BED WAS IN PIECES. THE BED WAS LEFT IN THE MIDDLE OF THE ROOM AND UNASSEMBLED. I CALLED ASHLEY CUSTOMER SERVICES(FRI) AT 12:00 THE NEXT DAY AND INFORMED I NEED MY BED AND HAD NT RECEIVED A CALL FROM THEM. THEY REQ THAT I SEND THEM PICS. TO SHOW THEM THAT THE BED HAD SCRATCHES AND DENTS. AFTER 5:00 I WENT TO THE STORE - SPOKE W/ MANAGER (HE SAW THE PIC AND ENSURED ME THAT THE MATTER WOULD BE CORRECTED) GUAR A NEW BED WOULD BE DELIVERED BY THE NEXT DAY AT 12:00 (SAT). ON SAT NO CALL OR BED - WENT BACK TO THE STORE HE THEN STATED THAT THEY WOULD PICK UP THE BED AND REFUND ALL THE MONEY ONCE THE BED WAS PICK UP. THE BED WAS PICKED UP ON WED - REFUND WAS TO BE DONE THRU- I CALLED THE MAIN # FOR ASHLEY ON THE ISSUE - THE INSURED ME THAT THE REFUND WOULD BE DONE FRIDAY WE ARE NOT TUES OF THE FOLLOW WEEK (TWO WEEKS LATER ) AND NO REFUND.

Business Response: We are attempting to reach our customer to discus resolution.

10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Original purchase transaction date 6/25/14 of 969.77. Received 2nd bill, char** of 956.88, not my charge. I called ** ******* ****** Bank, account was credited 956.88 at that point. Received latest bill last week, another char** of 969.77 was posted onto my account. Once again not my charge. Tried contacting Ashley Homestore with no resolution. Recently closed my account with their finance department, and paid my account in full, dated 6/25/14.

Desired Settlement: I want the last char** of 969.77 credited to that account with ** ******* ****** Bank. Not my charge.

Business Response: We contacted our customer to discus resolution.

10/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased over $3,000 worth of furniture from Ashley in mid-late September. The delivery date was originally 9/25. The morning of delivery I was told one piece of furniture, a console, was damaged in shipping and would need to be redelivered on October 1st. The morning of October 1st I was told the item was damaged again, and was promised a 10/3 delivery. No one showed up on October 3rd, and I was again promised a deliver on October 4th. The morning of delivery, I called at 9:00 a.m. and spoke to Chris, who assured me I'd receive a 30 minute call ahead before delivery. I received no such call and the driver, ****** *******, called while at my apartment and when I told him I was 10 minutes away, he refused to deliver the furniture. He because insulting and aggressive, and blatantly refused to deliver the furniture all day. I did so research, and Mr. ******* has criminal arrests for assault, trespassing, and resisting arrest. I'm shocked he was even permitted to deliver furniture and come into someone's home with his violent record. Ashley has still failed and refused to deliver my furniture as promised. When I called the driver back later in the day, he told me he'd send someone to my apartment to kick my ***** and called me a " ***** ***** ."

Desired Settlement: I want Ashley to deliver the furniture, on MY schedule, as soon as possible, refund me 1/2 of the purchase price of the furniture. The total refund would amount to about $200. I also want to be assured Mr. ******* will not be delivering furniture to me or anyone else given his vast criminal history.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

10/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my furniture on 7/15/2014, My complaint is with ***** I suppose she is the Delivery Manager after the arrival of the other half of my furniture that wasn't delivered until almost 01:00 in the morning. My husband and I went into the store to complain. The manager in the store in ************ called ***** who promised us a 100.00 giftcard/credit that was going to be mailed to my home address in JULY it is now almost October , I have received nothing, this has been more customer service from the beginning. When I bought my furniture in late July there was no issue taking my furniture bit DELIVERY WAS HORRIBLE..I HAVE HAD NO RECOURSE FOR THIS.. ***** has not called to check on the status of my gift card .

Desired Settlement: I would like more that 100.00 gift card for the inconvience of these services no I would like cash.. I paid almost 1400.00 for furniture and received crappy service

Business Response: We have contacted our customer, and started discussing resolutions.

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Sectional Couch on 8/23/2014 and was set up for delivery on 09/06/2014. when furniture arrived for delivery (late) it was noticed that one section of the sectional (a recliner piece) had obviously been dropped and was misshapen and would not sit into the sectional correctly. The Ashley furniture delivery guys called customer care and it was noted and they agreed to bring out a replacement piece in approx. 2 weeks to replace the broken piece. I rec'd an email stating they would deliver the new piece on 9/19/2014 between 5-8pm so I waited on the delivery guys. at approx. 8pm my wife called Ashley furniture and was told that somehow the piece was taken off the days deliveries and she didn't know why. She discussed other options and agreed to refund all delivery charges due to the mistake and they would bring out the new piece on 9/24/2014 between 5:30-8:30pm. As we sit here and waited tonight for delivery I called Ashley to assure they were coming and a gentleman told me that our delivery was taken off the delivery schedule again today and could not give any reason. We are very unsatisfied with Ashley Furniture's business practices and will be looking forward to returning everything we purchased as well as possible legal action.

Desired Settlement: I would accept the correct furniture only after I am compensated for my 10+ hours of sitting around waiting on their deliveries and having to leave my work early to meet them.

Business Response: We have contacted our customer, and started discussing resolution.

10/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/30/14 I went into Ashley to purchase a table. I found a ********* high top table with four chairs for $ 656.49. I was told delivery would be on 09/09/14 came home for work from 2:30 to 5:30 pm no one had showed up by 5:oo so my wife called Ashley's delivery number ###-###-#### we were told they don't know what happen and they would talk to a supervisor and would call us back on 09/10/14 but yet NOBODY from Ashley called to let us know about them not delivering after we already took off work and waited for them to deliver. We never received a phone call from Ashley on 09/10/14 so my wife called them again and they said there was a manufacture delay and they would deliver on 09/13/14 again Ashley's did not show up so my wife called and spoke to ****** which does not know his name from a whole in the ground so I asked to speak to a Supervisor and I spoke to ***** and she apologized and said she would watch my order and call me with the deliver time. The next deliver day was 09/17/14 and Supervisor ***** never called me again. My wife called the day of deliver to confirm the table was on the delivery truck and they would be delivering the item. Ashley's got to my home at 11:00 missing work again in order to be here for the delivery they brought the table in with one damaged chair and the missing glass out of the middle of the table so we are still unable to us the table. On 09/17/14 wife called Ashley's and spoke to **** and he said he would call be back in 24 hours to tell me what happen to glass and patching up the new chair. On 09/22/14 again **** from Ashley's never called me back he said they had a miscommunication they were told I was going to drive over 100 mil to pick up the glass. Why would I pay a deliver change then to drive that distance. My wife called the local Ashley on 09/22/14 and spoke to ****** a Supervisor and was told the glass would be delivered on 09/25/14. On 09/25/14 Ashley's did not show up missed work again for the fifth time. Wife went to the store to ask for refund.

Desired Settlement: Refund and would like for them to pay for loss wages for all the times we had to take off work and sit at home and wait for deliveries that never happen on four occasions. I also want to make sure they get everything reversed off my credit before I have a negative on my credit. I put down $ 169.03 then financed $ 487.46 Sales Order #**********. If you need any other information you can reach me at the numbers provided.

Business Response: We have contacted our customer, and started discussing resolutions.

Consumer Response: Better Business Bureau:

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

Regards,

**** *******

10/8/2014 Problems with Product/Service
10/7/2014 Problems with Product/Service
10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new sofa for $3,192.27 from Ashley Furniture. The furniture delivered to our house was defective - seams that were coming apart, staples in end pieces pulling apart. We requested that the sofa be replaced with a different, non-defective sofa. Ashely Furniturue refused, they wanted to send a technican to "fix" the problem. We're not interested in paying $3,000+ for defective furniture that Ashley wants to "fix" after delivery. When Ashely refused to replace the sofa with another non-defective sofa,we requested a full refund and for them to come pick-up their defective furniture. After two weeks of getting the run around from Ashely Furniture, they agreed to pick the sofa up on Friday, 12 September, 2014, between 9 and 10 am. We drove 2.5 hours from our current residence to our new house where the sofa is located to be there for the pick-up. Ashely Furniture never showed up at the agreed pick-up time. My house is not a storage facility for defective Ashley Furniture. We are having another sofa delivered on Sunday (14 September) from a different vendor and I have informed Ashley Furniture if they do not pick-up the sofa before then, their defective furniture will be move to my garage for storage with daily storage fees assesed to Ashely Furniture.

Desired Settlement: Ashely Furniture pick-up their defective furniture before 14 September.

Business Response: This request was completed on 09/26/14 at 9:06:46 PM. Depending on our customers financial institutes processing time, it may take up to 10 business days (Monday- Friday) to reflect on our customers accounts.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I buy a living room set and a dining room set to this company, on sept3 it was deliver to my residence that same day I call the sale representative to make of his knowledge that the furniture was defective this men refer me to the customer service, same moment I call the customer service they tell me that they going to send a representative to decide if the furniture in fact was defective after 2 weeks on sept the 17, this person when to my house and check on the furniture and he decide that the furniture was reparable bay ordering some new parts to fix it. A this point I not satisfied whit the decision according to the terms and conditions off the sale contract I have 14 day satisfaction guarantee at this point I call the sale representative @ the store and explain my concerns about the defective merchandise that I recibe and the way they handle the situation, I did advise this person about the 14 day satisfaction guarantee that I want to use this police that we agree at the moment of the buy and sale contract that I have copy.. he ask me for some pictures of this defects I talking about, I sent the pictures that very same day and we get to the agreement off a replacement off all the furniture I order @ that time. Whit this answer I was satisfied. Off Couse nothing happen till now, so I call the store left message to the sale person and his supervisor the store manager and no answer. A this point I feel that they no respect the terms and conditions of the contract, a feel frustrated that I have to deal whit this matter by myself and no answer from the store manager, a feel that they just want to earn time is so frustrated that this prestige company can resolve a problem that it could escalate a this point if they respect the terms and conditions off the contract I need an answer I don’t want to be stock whit damage defective furniture, that I pay full dollar amount.

Desired Settlement: replacement off all the furniture I buy @ this store, respect the contract. before the 14 and 30 days satisfaction guarantee

Business Response: We have reached our customer and have discussed resolution.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Shortly after delivery of a reclining power sofa and double reclining power loveseat, I had problems with the loveseat. I called the customer care line and explained the problem I was having with the loveseat. The CSR said it sounded like the reclining mechanism that reclines the seat needs to be replaced. The part would have to be ordered as they do not have those parts in stock. I was told once the part arrived (as it was being shipped directly to my house) to call the customer care line back and set up an appointment for the repair to be made. When the repair man came out he inspected the recliner and indeed said one of the parts needed to be replaced. However, since the initial appointment was made, I am now having reclining problems with the sofa as well. The repair man inspected the sofa and decided, since we only had one part delivered he would repair the sofa as it was the worst of the two pieces of furniture. When he opened the box (that was shipped to my house) he noticed the parts inside the box were broken. Luckily, he said, he would only need a few parts from the box and those parts were still in good condition. He made the repair on the sofa, but I continue to have problems with both pieces of furniture.

Desired Settlement: I would like to have both pieces of furniture repaired to my satisfaction or replaced with the same pieces. If the pieces are no longer available in the store, I would like to select other pieces within the same price range. If I do not find anything I like, I would like a full credit.

Business Response: We have made contact with our customer and have started working toward resolution.

10/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ashley furniture has charged my credit card 1076.00 on August 16th 2014 for the purchase of a table. They delivered the table a three weeks ago and it was missing legs. The table has been sitting on my floor for In prices occuping half the kitchen! They are refusing to call me back when I try to get resolution. I have called Ashley furniture over 20 times to get resolution, waiting 20 to 50 minutes on hold each time. Been hung up on several times. I have even gone to the store I purchased it from, only to be told to call the 1-800 number.

Desired Settlement: They need to credit my account. They have had my money for over a month.

Business Response: We were able to reach our customer and confirmed the resolution.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new sofa from Ashley Furniture on 6-29-2014. It was delivered to my home on July 19,2014. Upon delivery the delivery man cut into the packing and while doing so cut through the bottom lining of the sofa. He failed to disclose this information and covered up the mishap by placing the sofa cushion over the damaged material. I didn't observe this issue until several days later. I promptly returned to the store location where I purchased the merchandise and provided photographs of the damage to an associate in the business office. I was then advised to return home and contact customer service at ###-###-####. I did as instructed and spoke to ****** and then I requested to speek to a manger. I was transferred to ***** at ext ****. ***** then contacted ** ******* and set up an appointment for an investigation of damage. On August 7, 2014 ******* ********* with ** ******* came to my home to access the damage and took photographs. Mr. ********* ordered the parts to repair the sofa and asked me to contact Ashley Furniture and notify them when I receive the parts needed for the repair. Once I received the parts I contacted customer service at Ashley Furniture and was given an appointment for repairs. On Sept. 6th Larry arrived for the appointment but made no repairs were made. I contacted ***** with Ashley Furniture customer service. She set up a 2nd appointment for repairs on 9-20-14. Larry came back on Sept 20th and attempted to make the repair but failed. In doing so he not only wasn't able to make the initial repair but also caused further damage. Larry confessed to me that he had caused additional damage to my sofa and would not be able to make the repairs until additional parts were ordered. I then contacted Ashley Furniture customer service on 9-22-2014 and spoke to a manager by the name of ******. I expressed my frustrations to her and explained to her that I do not want to pay for a damaged couch, especially one that was damaged from their negligence. She advised me that they refuse to provide me with a new undamaged couch. She told me that they can still repair the couch that they or their affiliates have already damaged on 2 separate occasions. She has made yet another appointment for repairs for October 4, 2014

Desired Settlement: I desire to have the damaged sofa replaced with a new undamaged sofa

Business Response:

We have contacted our customer to discus resolution.

10/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased some furniture on Tuesday, August 26, 2014, at which time Ashley Furniture promised us a delivery date of Saturday, September 13, 2014. Prior to this date, we did received an automated call to confirm delivery on September 13, although the furniture WAS NOT delivered, nor a courtesy call was received as to why the furniture was NOT delivered. When my husband called, he was told that the particular items were out of stock, and would be available for delivery until the following week. He then received MULTIPLE phone calls, first to CONFIRM delivery, then once again to say that they no longer had these items on stock and the last one to once again confirm delivery of furniture for Saturday, September 20, 2014. The following morning he received yet ANOTHER phone call to inform him that the furniture was NOT AVAILABLE for delivery and would not be available for delivery UNTIL Monday, September 29, 2014 (A MONTH LATER FROM DATE OF PURCHASE)!!!!!!! When he tried to cancel the order, he was told, it was NOT possible because it we were only allowed to cancel the order 48 hours from the time of purchase. Well, 48 hours from the time of purchase we WERE NOT aware that the furniture was NOT going to be delivered ON TIME, OR that it would take MORE THAN A MONTH for it to be delivered. Had we been made aware that the delivery was going to take more than a month, we would NOT have purchased the furniture at this store!!!!!

Desired Settlement: PROMPT DELIVERY OF THESE ITEMS!!! WE WOULD LIKE ASHLEY FURNITURE TO REFUND US THE DELIVERY CHARGE. IF ASHLEY FURNITURE IS UNABLE TO DELIVER THE FURNITURE BY SEPTEMBER 26, 2014 (ONE MONTH FROM PURCHASE) WE WOULD LIKE FOR THEM TO REFUND US THE MONEY IN ITS ENTIRETY.

Business Response: We are attempting to reach our customer to confirm the resolution.

10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased bedroom furniture from Ashley Furniture on 5/10/14 for a total balance of $2,2082.61. We put down $50.00 at the store reducing the balance to $2,032.61. We received our first bill in July 2014 for $7,731.80. I called the Customer Care Service and they proceeded to tell me that the codes were entered incorrectly given the wrong balance. The women informed me that she could fix the problem and credit our account. We received a statement in the mail that $4,540.29 was credited to our account on 7/24/2014. Our next bill we received in August was for $3,459.26 which also included a $25.00 late fee which was still $1,426.65 over the correct amount.We went ahead and sent in the minimum payment for $138.00 and we had the late fee waived. I proceeded to call Customer Service as well as the store location multiple times. I talked to multiple Customer Care agents as well as one of the managers. Each informed me that our account is being reviewed by the account manager and that I would receive a phone call from someone in accounting. Even the manager informed me that she would call me back giving me an update on our account and that someone was looking into it. I have yet to receive one call back from Customer Care. Our latest bill for the month of September was for $3,333.26 which showed the $138.00 payment but then included a $35.00 late fee plus a $2.00 interest fee even though we purchased the furniture with a 60 month no interest equal payment. The account has yet to be fixed.

Desired Settlement: For our bill to have the correct balance of $1,894.61 which is $2,032.61 minus the $138.00 payment.

Business Response: We are attempting to reach our customer to confirm a resolution.

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concerns: I am writing in reference to my frustration with Ashley Furniture Customer Service. We purchased our furniture on August 19th, 2014. Ashley have promised the furniture to be delivered in less than a week, yet, here we are almost a month and no furniture. I just spoke to their customer service again, and they provided me different dates for every single furniture, including the dining table, the chairs, and the love seat and the sofa as well. according to their info, every single pieces should be in my house by September 30th. Please tell me this is a JOKE. what kind of company delivers individual pieces of furniture? On top of this, they had scheduled the delivery twice before. The first delivery was schedule on Friday between 4-7p.m. My husband, I and my kids waited around all day, they call kept calling and delaying, after a point, they just stopped answering our calls. Finally, the delivery truck showed up at my door at 10:30p.m. which is very unprofessional and unsafe. When the truck came, they didn't have our furniture, the truck was there to pick up our old furniture instead. The second time they schedule the delivery, no one showed up and we kept waiting at home. Please note, no one calls us at all, my husband or I keep calling. Ive already paid for the furniture. I cant begin to count the number of hours my husband and Ive invested in calling/talking to the customer service. I am not getting anywhere with this. They keep saying the furniture is back ordered. I feel once we paid, the company doesn't care at all. Customer Service keeps telling me one thing or another but at the end, NO solution at all. My husband and I've wasted so much time calling and visiting the store. Thank you for your consideration. 1. Ashley Furniture Home Store2. 3* ******** ***** **** *** ***** ***** ** **************** ********

Desired Settlement: I would like my money back for the furniture along with my protection plan money back since the protection plan wasn't used.

Business Response: We are contacting our customer to discus resolution.

10/1/2014 Problems with Product/Service
9/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A bed was purchased from Ashley on 2/17/2011 from the location referenced, We also purchased the furniture warranty from ******* furniture services with this purchase. A warranty claimed was filed on 6/4/2014 through ******* due to rail breaking on one of the beds. We were informed by the warranty company that we needed to fill out claim information and return to them fro processing. this was completed on 6/5/2014. We contacted them once again on 6/23/14 to review the claim and we were sent an authorization from ******* stating the claim was authorized. We called Ashley on the 6/23/14 and were told that it would take a couple of weeks to process. A call was placed again on 7/18/14 to Ashley and we were told they new nothing of the claim. On 7/18/14 through 8/11/14 called were placed to ******* and we were told to give it one week for processing. On 8/19/14 a called was placed to ******* and 8/21/14 to ******* also placed a call to Ashley on 8/21/14. Called were placed once again to ******* on 8/25/14 and we were told to wait 24 hours before going to the store. We arrived at 8/30/14 at Ashley and picked out a new bedroom suite meeting the requirements set forth by both businesses. 9/8/14 we had not heard back from Ashley for a delivery of the new unit and we were told that they had nothing of the choices. We told them that we had a copy of the paper work from our choices and then we gave them a copy of the information for processing. After placing follow up phone calls on 9/15/14 to arrange a delivery time. We were told by a phone message that a balance was due before a delivery would be set up. We have not been able to determine or receive information concerning the balance. The information we were sent and the unit we picked out are the same prices. Every call asking for management assistance has been met with a response stating that the person we were talking to was the manager. We have been fighting this for months just looking for a resolution for what we have paid for.

Desired Settlement: We are just looking for the replacement furniture that we are entitled to based on the purchase we made and the extended warranty the we also purchased. If replacement furniture can't be met then a refund would be accepted.

Business Response: We are contacting our customer to confirm resolution.

9/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am astounded at the appalling lack of customer service I've experienced since purchasing all of my living room furniture from Ashley. My in-store experience was fine. Since then, it has all been downhill. After spending $2,000 on new furniture from Ashley, I scheduled it for delivery on Saturday -- during a rare day that I can be at home. I spent all day in my apartment without furniture -- I was schedule to wait from 3:30-6:30 for my furniture. And I did. At 5:15, I checked the delivery website and learned that -- despite my scheduled delivery -- it was not going to be delivered in the window. I then called the number in the email. They said, "we don't know where the driver is or where he is in his delivery." He then said he would call back by 6:30 to discuss the delivery time adjustment. At 6:30- no one had call me back, so I called again. They then tell me that the truck had issues and would not be delivering today. They had no solution to why it wouldn't or when the furniture would be delivered. I asked them to call me back by 8PM with a solution. They called back at 7:45, to tell me Wednesday was the earliest time- 4 days after the scheduled time and almost 3 weeks after purchase. I asked to speak to the manager, who then told me that there wasn't a truck issue there was a driver issue- so they lied from the beginning. I discussed my concern that Ashley company knew the driver quit earlier in the day but did nothing to remedy the issue with 27 other customer deliveries for the day. They have made no effort to correct the error in a timely manner and push the buck to other people in the company. Four days later is not a quick remedy. Inconveniencing customers multiple times is not good business, and most certainly not a business I will use again.

Desired Settlement: Furniture delivered promptly and 50% refund of purchase price.

Business Response: We have spoken with our customer and we are working toward resolution.

Consumer Response: Complaint: ********

I am rejecting this response because: I was promised my delivery fee would be waved, I have not received credit back to my credit card. The furniture was delivered 2 days late, and no fee has been refunded.  I also asked for a discount on the furniture and no one has contacted me about this.

Regards,

*** *************

Business Response: We have attempted to reach our customer on 9/9/14 and 9/15/14 to discus resolution.

Consumer Response: Complaint:********

I am rejecting this response because: we have spoken and I am waiting for my credit card to be refunded and my finance adjusment.  Once those are in place, I will accept.

Regards,

*** *************

Business Response: We have attempted to reach our customer to confirm the resolution.

9/26/2014 Delivery Issues
9/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a mattress from the Ashley furniture store on *** ****** ** in *** ******* around the middle of May 2014. We returned that mattress a week later and selected a different one which was more expensive. Ashley charged our ***** credit card $356.36 for the mattress exchange. The second mattress did not work well for us and we requested to have the first mattress back (with that being the only option given to us). The second more expensive mattress was returned to the store on July 12th. A delivery truck picked it up and delivered the original mattress to us. We requested the credit of $356.36 to be applied to our account since we no longer own the more expensive mattress. We were told three different times that the credit was being processed through their Financial dept and issued on our Finance account with Ashley (as opposed to our personal credit card which is where the charge was applied to). We have spoken to about 10 employees. Every single one has provided incorrect information and promised a credit that we still have yet to see. It has been two months and they are still holding on to our money. We spoke to the Finance company this morning and they informed us that they never received a notification of a credit being processed. Ashley has been unwilling to work with us since July 12th and has pretty much refused to refund us a charge we are entitled to. The Ashley sales person also failed to inform us of the return policy when the second mattress was returned. Apparently only one mattress could be returned and we were never told of the policy until AFTER we tried to exchange the second mattress which only left us with the option of taking the first one back and not being able to select a different model.

Desired Settlement: We would like the $356.36 to be immediately credited to our ***** account or the Finance account thru Ashley with proof of such transaction. We will never shop at Ashley furniture store again as we feel we are being scammed and lied to. Very poor customer service and the manager at the store was completely insensitive to our situation and basically shrug his shoulders telling us there was nothing he could do. The return policy was also not communicated to us upon the first exchange.

Business Response: We are researching and attempting to reach our customer so that we may work toward resolution.

9/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is an update to a complaint filed in late July 2014 with your agency. On May 26th, 2014, I purchased a bedroom set and two lamps from Ashley Furniture in Live Oak, TX. We set a date for delivery. I took off a day of work to await the furniture, but it never arrived. I called back, they re-scheduled, I again took off work to receive the furniture, again they did not show. Finally on the third date they brought a bedside piece and the two lamps, but not the bed or dresser drawers. This they re-scheduled for one week later, but they never arrived. I spoke and complained to the management at Ashley Furniture. They assured me delivery in 2 more weeks. I spoke at that time with Mr. ***** ** ********** ** ******** ** ************** ********* ****. I again took off a day of work, without pay, to receive the furniture. It did not arrive. We have now been promised delivery on 8 different dates, and I have lost income for all 8 days, only to have the furniture not delivered. Ashley Furniture did give us a $300 refund for the problems they had delivering our furniture. We set the date for August 28th. We made several calls to assure it was on track for delivery. It did not arrive. We spoke again with Mr. ***** ** at the number above, he assured delivery on11 September 2014. We called to confirm the delivery today, and were told that they did not have the bed in stock, but could deliver only the dresser drawers. They have the headboard, but not the rest of the bed. This now makes 9 full days of work I have lost pay because Ashley furniture promises to deliver the furniture we bought 4 months ago, but have yet to fully deliver. I have never worked with a more incompetent or rude business.

Desired Settlement: I WANT THE FURNITURE I PAID FOR TO BE DELIVERED! I know that Ashley will not reimburse me for the 9 days of work I have lost income, and I promise to NEVER to business with their company again.

Business Response: We have contacted our customer to work toward a resolution.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a combination of product and service issues. We bought a Ashley Furniture made bed that was as it is from the floor plan which look great. Once it got to our home, the bed was stained and puff enough not to be able to sleep on. The customer service promises to call us back to resolve our issue but don't call back. This is company lack of handling our issue is like Comcast handling of issue - really poorly. If you ever call their customer service it takes at least 2 hours b/c they mentioned it is their new system.

Desired Settlement: I want a refund for my product or replacement. It is sad when I have to write a review for crappy handling of the issue.

Business Response: We have attempted to reach our customer to confirm  resolution.

Consumer Response: Better Business Bureau:

This whole process was actually handled by me with the help of 2 great employees from Ashley. Aside from that, this should never got to the point where I had to handle the process and the process taking 5 weeks! Ashley should have handled it to from the beginning rather than making excuses. 2 great employees that stood out and actually helped me during this process is ******* ********* - he gave me status updates and contact me during the process. ***** - at the Ashley store in ****, TX she scheduled the pick up and refund. Other than those 2 employees, everyone was rude and unhelpful. 

9/24/2014 Problems with Product/Service
9/24/2014 Problems with Product/Service
9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had purchased a furniture that was supposed to be delivered on July 25, 2014. I had confirmed the delivery online, and the delivery did not happen. We decided to pick up the furniture at the store the next day, and the manager told us she had refunded our delivery cost back to our credit card. I didn't see the credit, and when I talked to the sales rep, he asked me to come to the store and bring my bank statement. I went to the store with the bank statement on August 16, 2014. The manager said she got the paperwork written and was going to submit it the following Monday to another department. At that time, she was only able to give me a credit of $3.75, which was only a small portion of what was due to us. The total refund that was left due to us is $70.94. The credit never showed up (as of 9/15/14). I've called the sales rep, who finally told me to call the corporate office. I've called the corporate office once on 9/10/14. The representative told me she was going to find out the details and was going to call me back. She never did, so I called again on 9/13/14 and talked to another representative. She said she was going to follow up, but I still haven't heard of any resolution. I still don't see my refund on my credit card that's due to us for $70.94. Very disappointed with the company overall.

Desired Settlement: I want the refund of $70.94 be credited back to my credit card on their file.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they did contact us and talked to my husband.  however, until we see the credit on our credit card, i would not close this complaint. we will inform you when that happens,

regards,
****** *******

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday 09/06/14, I was told I qualify for 2500.00 credit with 60mos no interest and 1.00 down. I then wait until my wife gets off of work to go pick out furniture. I was then told I dont qualify for the offer after returning to the store, but I can get 18% off my purchase for 36 mos term with 1.00 down. We then chose the furniture we wanted which took a couple hours. They started the service contract and then said the furniture is discontinued and I couldnt purchase the Sofa we wanted. They offered the display floor model possibly at a discount but I had to wait until the manager came in on Sunday 09/08/2014. I received a call back from the sales agent ****(2ho was an awesome sales person) stating his manager will discount the sofa but we would have to buy the loveseat. We dont need a loveseat and ifbwe tried to purchase a loveseat with the 2 chairs we chose it would put us well over our limit. At this point the only reason we decided to choose different furniture is because **** was great and put all effort into satisfying our need. We decided to choose different furniture which cost more. We went over our limit a little and we wanted to see what could be done. **** spoke to his manager and relayed the message from his manager stating "we now have to pay 300.00 rather than the 1.00 offered originally. We were done doing business with them at this point. I asked to speak to the manager and I was supposed to get a calk from him/her. I still have not received a call. I am so disgusted with the way business is being done there by management!

Desired Settlement: Original offer of 1.00 down would resolve mt complaint!

Business Response: We are researching and will be contacting our customer shortly to discus resolution.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Horrible, Horrible, Horrible customer service!!! Not only does the store have bad customer service but their main HQ also has horrible customer service. I recently was transferred from my job to *** ******* and bought a house. So I had to buy furniture and have always used Ashley in the past as they have always given me good service. But never again will I ever shop there!!! First Experience: I bought furniture for my living room and bedroom. The delivery people are illegals and cannot speak English, they were also on drugs. They come to my house as they are taking the furniture they damage my ceiling and walls. They delivery guys just laughs about it as it was funny. In broken English they tell me ‘we take care’ as I was furious as my walls were recently all painted before my move-in. I said fine if you will take care of this then why anger myself over this situation. They tell me to sign their I-pad to agree that I received the furniture. The delivery guys would not go back to let me see what was checked off and what I was signing off on. I told them that I need to sign and they refused to go back on their I-pad to let me view. They told me that they would submit the claims, with the little English they were able to speak, as I saw them take the pictures and act like they were attaching it to the delivery report and trusted that they really did submit the damages that were made. They said we will take care of it and someone will call you. WELL THE RULE IS YOU HAVE 72 HRS to report a claim. Did anyone at the ASHLEY STORE or DELIVERY TEAM care to tell me this...NO. I signed the delivery ticket and put in the claim tagged to my signature that there was damages to my house. Ashley forged my signature and said no damages claimed. Second Experience: I thought all the claims were handled and someone would contact me as they told me as I am an honest and trusting person, big mistake on my part. I went back to Ashley and purchased more furniture as I thought for the most part they were not that bad of a store to do business with. The team that checks you out kept asking me if the sofa was delivered and I kept telling her I did not receive a delivery of a sofa. Again, I was scammed by the delivery team as they put in that a sofa was delivered. So the lady that was helping me, ******, tells me there is nothing she can do and I cannot get my other purchase till the couches they showed delivered is in their ticket/system???? what does that have to do with my current purchase? So she tells me that she will finalize everything that following Monday and I said ok and left the store. I also asked her about the damages and they never tell me again that I had 72 hours to report it, but does tell me that I could call their customer service. Almost 1 week goes by and I do not hear from the store in regards to my furniture I recently purchased so I went to the store and they act like they have no clue of what I am asking. I also called the Ashley customer service earlier that day and they had no record of the damages made to my house. I send them all the pictures as they requested and they tell me I am not sure if anything can be done as you have 72 hours to report this. I get a call one week after that from the third party trucking company that Ashley uses and they tell me well sorry my guys don’t speak that good English. How is this my fault? Also Ashley furniture kept passing it over to the 3rd party company and I soon started to wonder who I really did business with. Was my purchase made through Ashley or with the 3rd party company. Why could they not help me and settle it themselves internally with the company they have hired? What it all comes down to is when it comes to selling the product they are your friend but once you leave that door they could care less about you. Ashley calls me this Sunday, Sept 12th 2014 and tells me that they will not pay for the damages. Seriously how can a company get away with this? And forge your signature and think it is okay? They claim to be the biggest furniture store in North America?!?! By ripping people off?!?! I called them to say I want to return all my furniture and they told me they will call me right back. I am still waiting for that phone call.

Desired Settlement: I have already fixed all the damages but paid for everything out of pocket. Either they pay for the damages or take back the furniture I purchased.. I also am very upset on how my name was tainted by all Ashley personnel treating me as I was the dishonest person. I have on file the email sent by Ashley furniture with the signature they have on file. It is clear proof of the forgery that was done by the company

Business Response: We have contacted our customer to start working toward resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  ***** ******** with Ashley furniture has contacted me.  We have not come to a resolution yet, but are working to try and come to a resolution.  This complaint should not be closed until the resolution takes place.

Regards,

**** *********

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12-17-2013 I ordered a sectional for my mothers apartment that she was moving into (on 12-27-2013)after the sale of her house. I paid a total of $2128.71 for a sectional and ottoman. On 12-21-2013 I went into the store to change the sectional from a right facing to a left facing due to the apartments changing the unit she was getting. I was told it was a 4 week back order for the Ashley brand sectional that was left facing. The sales woman and the cashier both told me that they couldn't do anything for me and my mother would have to "figure something out to sit on". That day I visited Hilton Furniture on the gulf freeway and they were able to have the same sectional and ottoman delivered in 2 weeks and would give my mother a free loaner couch and love seat while the sectional was being delivered. I called Ashley's customer support as soon as my order was placed at Hilton to cancel my order. When i asked customer service how the refund would be issued they told me since i payed with cash that i could only get store credit. I told them i don't need store credit they proceeded to let me know that there was nothing i could do and that if i didn't want the store credit, they would just keep my money. i have contacted the Ashley corporate office several times and they have yet to help. The only reply i received was that each store is individually owned and they would forward my complaint to the store manager. As you can guess, the store manager never contacted me. As a small business owner I am disgusted in how this store treats its customers. I paid in cash due to the fact that i know that they are charged for credit card transactions. I feel like they should be more appreciative of cash customers like myself rather than seeing them as easy targets. if i paid with a credit card, i would have disputed the charges and they wouldn't have gotten a dime. I hope you are able to resolve this issue before I have to take any legal action. Thank you, ***** ***** ***** ***** ********** ******* ***

Desired Settlement: Refund of $2128.71

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

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

Regards,
*********** *****

9/18/2014 Problems with Product/Service
9/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was told my furniture would be here on 7/15/2014, then it was 7/18/2014, then it was 7/22/2014, then it was 7/24/2014, then it was 12:00 AM on 7/25/2014. It is now 12:30 AM, the delivery guy is not responding to phone calls, and I'm no longer able to track his truck which I can assume means he lied to me when he told me he would be here by 12:00 AM. I have guests that flew half-way across the world to be here, and we've had to eat out all week because we have no dining table to eat on.

Desired Settlement: I would like to be compensated for the troubles this has caused. $100 per meal for having to dine out. Had we received the furniture when we were told, this would not have been an expense. Our guests flew in on Sunday evening, the 20th. Doing the math at 3 meals a day, that comes out to $1,600 if the furniture is delivered this evening. This doesn't even factor the amount of time I've wasted speaking to management, delivery personnel, and the time I've needlessly waited around for the delivery.

Business Response:

We have contacted our customer and agreed to a resolution.

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had made a purchase on 06/25/2014 in the amount of $5,166.41. My credit limit was only $5,000.00 and our salesman without my consent had my credit limit amount increased, which at the time did not think much of it, because I did not want to have to put any money down. When I got my first statement it had only what I charged on 06/25/2014. My next statement I got had the charge that I had made plus another $4310.85 that was charged on 07/17/2014 to my total. I then called the credit department and spoke to someone about the new charge on my account that I did not make. It had been about a week and called back because I had not heard anything. They told me that Ashley Furniture store was looking into the charge. I still have not heard back from anyone and got another statement today and the charge is still on there.

Desired Settlement: I want the charge made on 07/17/2014 in the amount of $4,310.85 to be taken off my account. I Did Not make this charge and Did Not authorize this charge to my account.

Business Response: We are researching this and will be contacting our customer shortly to discus resolution.

Consumer Response: Better Business Bureau:

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

Regards,

******* *****

9/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased an entertainment center from Ashely Furniture in **** **** they wouldn't deliver so we picked up the box 2 weeks later in *** ********** We got the box home, opened it, and found that pieces of the furniture were broken and damaged. In addition, we were promised that the furniture was real, solid wood, which it wasn't. They wouldn't give us our money back, but we were given an even exchange. So, we drove three hours to pick up a new one (they wouldn't deliver), when we got the new one home the hinges on the side panel were bent and wouldn't open all the way. When we called the customer service number, they agreed to give us another new one, but wanted us to pay $59 delivery fee, because they said we should (although they never asked us to when we picked it up) have opened the extensive packaging in the parking lot before we left the warehouse. Which we didn't do, because we didn't want the pieces damaged on the 3 hour trip home. We are not responsible for the broken furniture, and the poor craftsmanship, they were. We already spent time and money to pick up the first replacement. Ashley Furniture is a large and wealthy company that can afford to pay the $59 to make this situation right, but refuses to provide us customer satisfaction, as well as a quality product without an additional charge.

Desired Settlement: We want the replacement furniture delivered free of charge, or at least the broken one picked up, and given a full refund.

Business Response: We have contacted our customer to discus resolutions.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that we are still working to resolve the issue.  ***** with Ashley Furniture has been very helpful.

Thank You,
******** *****

9/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased an entertainment center from the ashley furniture store in ***** ****, TX on thursday August 21st. We were told our items would be delivered the next day Friday unless it was to late to put on the truck then it would be delivered tuesday. We were supposed to get a call to let us know if they would be delivering friday. Friday around 2 I called customer care and was told that it would not be deliveredtodaybut we were scheduled for the next day saturday. I asked a time and customer care said that we would be receiving a call. We never received a call and on Saturday around 10 I called customer care again to see what time the items would be delivered. I talked to 3 representatives and each one told me we were scheduled for Saturday and put me on hold for 25-30 mins each time so that they could look up our time slot and each time the calls were disconnected. The fourth time I called I spoke with a lady named ***** and she told me that we were not scheduled for Saturday because they only deliver to our area on Thursdays. When I asked to speak to her manager I was told that he was not available and that she would speak to him. She came back and told me that he will send some emails and see if he could schedule it for sooner as well as give us a 100 ashley furniture store gift card. She said she would call me back herself and let me know so that we would not be waiting around wasting another day. I did not receive a call Saturday so sunday I called customer care back again to see what day they would be delivering so that I could plan my week. I spoke with ******* and she told me we were scheduled for Thursday I asked to speak to a manger at this time and she told me to hold. She came back and told me she talked to the manager and they were willing to give me $20 off of delivery. At this time that felt like a slap in the face. I have wasted 2 days already waiting for furniture and countless time trying to figure out when we will be getting furniture and now the furniture will be delivered on the 28th between6:30-9:30pmwhich is our 4 yr anniversary and since we have been married this is the first time my husband has been home for it. So now I am having to cancel our plans and we will be sitting at home waiting on furniture. We have bought our living room, kitchen, and bedroom furniture from you guys and have not had any problems but this time the customer service has been terrible.

Desired Settlement: Refund of the delivery fee.

Business Response: We are attempting to reach our customer so that we may discus resolution.

9/9/2014 Problems with Product/Service
9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $4,675.80 dollar leather sectional from this facility on 7/24/14. Their customer service is abysmal. It was delivered damaged by two delivery men who were obviously under the influence of an illegal substance. I spoke with a gentleman that night on one of the delivery guys phones and he said he would have a repair person come out to fix it. Really? I don't even get an offer of a new UNDAMAGED piece? I just paid $4600 dollars for a damaged piece that will be repaired before I even get to sit on it? THAT in itself is ridiculous. So for 1.5 weeks I play phone tag with a customer representative that does not speak english at all, huge language barrier. She finally gets to my house after many attempts at getting her there when it was convenient for THEIR COMPANY, not my work schedule. I had to take time off of work so that THEY could FIX the piece that was DAMAGED ON DELIVERY. There is everything wrong with that, the customer essentially does not count! I refused to sign off an any of the work as I was not happy with the repair. I THEN HAD TO sit on hold multiple times for 20-30 minutes on average to TRY and get ahold of a PERSON. When I did,, they set up delivery of a new piece after about 4 days of waiting for their "OK"….NOW it is 8/30/14 and I still do not have the replacement piece! My delivery time on Saturday 8/30/14 came and went and I sat on hold for 22 minutes and then the line disonncected, tried again and same reulst after 16 minutes,. Customer service is non existent and I cannot get a hold of a human to save my life. I actually called back the store where we purchased the item and was told to go to the website if customer service wasn't answering. The website (as checked by 5 of my friends as well) was no help as it just had a map of all the Ashley furniture stores. the contact us link button didn't work, there is no link to anything helpful. I then call BACK the store and they finally look up the delivery guys # in seconds (why didn't they just do this on the first call???) and I called and texted that number (as directed by **** * ****** *********) and I get no response from that number. Then 3 hours AFTER the latest time of my delivery, I get a call from some guy saying the truck broke down (yeah right) and that they are going to deliver to me on Sunday. WOW, I was told on many previous times that Sunday are not a delivery day and no way would I get a chance to get delivery on that day, now they are ????? Thats all great, but we aren't going to be here as it's a holiday weekend now and I have previously scheduled plans. NOW once again I will be put into an eternal loop of calls/no shows etc JUST to get a piece that was suppose to be delivered properly the first time. I can't even get my money back at this point and I don't have everything I paid for.. I am beyond upset, angry, frustrated, disappointed and unsatisfied at this point with nowhere to turn but to file this and spread the word WHEREVER I can and warn people about this furniture store.

Desired Settlement: we had thought about finishing our living room out with matching furniture to go with our new sectional, but now I would never buy from Ashley again. I would love partial credit back to my credit card for delivery charges that were incurred to me and I would love a partial credit to my credit card for the piece that I still do not have replaced yet.

Business Response: We have contacted our customer to discus resolutions.

Consumer Response: Better Business Bureau:

I have been contacted by Ashley Furniture and talked with ***** *******.  They didn't offer us what we thought was fair in this situation, but my husband and I want to move on knowing that in this case we are not going to win, as the customer rarely wins against these big commercial companies and we will cut our loses and move on with their half hearted attempt at "resolution".  We still don't have what we paid for and ***** ******* said " we are sorry and want to make this right"….but it's all words and my husband and I are skeptical. We will see what happens from here on out, although, neither one of us will hold our breathe…they didn't seem to care before we got BBB involved and I think they are just going through the motions to get this cased closed. All in all, at least the bright side is that I actually talked to a human and didn't have to wait on hold to do it. Thanks for the help.

Regards,

*** *******

9/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Furniture delivery was scheduled for Saturday August 16th at 2 pm. We were told that the drivers quit mid shift and an emergency team had to finish the shift. As a result the delivery was several hours late. The delivery arrived without the sofa. The dining table had no hardware to attach the legs and the chest of drawers was missing screws with which to attach the drawer pulls. The drivers told us that the sofa would be delivered on Monday August 18th along with the hardware for the table. It was not and nobody from Ashley called. I called Ashley on Monday to find out when to expect delivery and was told it was too late in the day to schedule delivery for either Monday or Tuesday and they would try for Wednesday but could not do both the sofa delivery and the hardware for the table at the same time. Tuesday evening I received two calls scheduling delivery for today, Wednesday August 20th. Today I called to confirm delivery and I have just been told that the delivery was cancelled by Ashley because the occasional tables will not be available until next week. The occassional tables were delivered on Saturday. I am missing a sofa and have a dining table with the legs detached in my home with small children. I have been kept waiting for answers as to when my fully paid for furniture will be delivered and assembled for five days and have gotten inconsistent and incorrect responses.

Desired Settlement: I want immediate delivery of all of my items and complete assembly of my table and dresser at one visit, by Ashley at a time convenient to me and I want confirmed contact from a supervisor responsible for the delivery out come.

Business Response: We have contacted our customer to discus resolution.

9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased power reclining furniture on 11/30/13. When the sofa was deliverd on 12/21/13 it had major defects. I reported the defects the same day to the store and emailed customer service with pictures. The visible problems include 1. The sofa is not the same quality and look as the sofa in the store 2. The symmetry is off on both ends; sofa slants and seat panels are misaligned. Three repair people have been out and all three indicated there were major problems with the sofa. After months of phone calls to Ashley customer service they denied numerous times there were any problems and insisted the furniture was up to company specs and in storeroom quality condition. The third technician validated in writing the problems as:1. Left frame and right frame recliners with bent metals2. Center Connection brackets bent3. Base rails uneven and bentAfter several request to replace the sofa, Ashley customer service refused stating I was only allowed to reselect a different sofa and loveseat from the store. This was unacceptable as I did not like any of the other selections available and not in my contract. After 6 months nothing has been done.I have mailed (certified) a demand letter to Ashley CEO, Registered Agent and store manager pursuant to the Texas DTPA. The specific sections in violation are:1. Representing that goods or services have sponsorship, approval, characteristics, ingredients, uses, benefits, or quantities which they do not have - Section 17.46(b)(5)2. Representing that goods or services were of a particular standard, quality, or grade, when they were of another - Section 17.46(b)(7)3. knowing making false or misleading statements of fact concerning the need for parts, replacement, or repair service - Section 17.46(b)(13)4. Representing that work or services have been performed on or parts replaced in goods when the work or services were not performed or the part replaced - Section 17.46(b)(22)5. Breaching express and implied warranties - Section 17.50(a)(2).

Desired Settlement: I do not want any more dealings with Ashley Furniture and have petitioned Ashley to pickup the sofa and matching loveseat and issue a full refund for $3770.27. Pursuant to the terms of the Texas DTPA I will settle this matter short of litigation for my remediation cost. This comes to $3770.27. Payment in the form of cash, cashier's check, or certified funds must be forwarded to my address on or before 60 days from the receipt of my demand letter which was 6/3/14.

Business Response: We have received our customers detailed letter.  We are in the process of making a determination.

Consumer Response: Complaint:********

I am rejecting this response because it does not provide a resolution to the issue and only states the company,Ashley Furniture, is trying to make a determination.   Therefore, nothing yet had been resolved.  I need to know what determination the company has made.

Regards,

***** *********

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:

I am rejecting this response as resolved because: I am still waiting for Ashley Furniture to provide the documents we discussed, pickup the furniture and issue a refund.  None of this has been done yet.


Regards,

***** *********

Business Response: We have contacted our customer and continue to work toward a resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:the resolution is still in progress.

Regards,

***** *********

Business Response: We have completed processing of our customer's request.

Consumer Response: Complaint: ********

I am rejecting this response because: I have only received a refund of $411.16 of the $3771.00 total paid.  The furniture was picked up by and returned to Ashley on 7/12/14.

Regards,

***** *********

Business Response:

We have contacted our customer to discus resolution. The financing company made an error and we are working to have it addressed.

Consumer Response: Complaint: ********

I am rejecting this response because: I still have not received a full refund.

Regards,

***** *********

Business Response: We have been attempting to reach our customer to verify resolution. We believe that the financing company errors have been addressed.

8/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 11, 2014 we purchased a sleeper sofa from the Ashley Furniture Outlet in New Braunfels, Texas. Delivery was scheduled for Monday, July 21. That date was changed by Ashley Furniture to Tuesday, July 22. Prior to July 22, we received a phone call informing us that the sofa was on "back order" and would be delivered on July 29. The delivery did not occur on that date and we were not notified of any change. We were told by Ashley Furniture that we were not on the delivery schedule due to some unknown error. We drove to New Braunfels and in person changed the requested delivery location to our home in *******, Texas. The next scheduled delivery was set for August 13th. Again, we NOT notified that the sofa would not be delivered as promised. After repeated phone calls and lengthy wait times, we were rescheduled for delivery August 20th. We received an email on August 14th confirming this scheduled delivery. When no phone or sofa was received on August 20 , we again called Ashley Furniture and incurred more lengthy waits and a refusal to allow us to speak with anyone in management. We were told again that the sofa is back ordered and that it may be in San Antonio or Houston. We are currently scheduled for delivery on August 22. We have not received any call backs from anyone at Ashley Furniture, despite leaving messages for: ****** ******** (Manager), ****** ***** (Complaints), **** ***** (CEO). Mr.*****' secretary informed us that his email address is private so it impossible to communicate our concerns to him. (How can the BBB endorse such business practices???) Due to the purchase policy of Ashley Furniture, we are unable to cancel this order in spite of the company's inability to deliver the product. Additionally, there appears to be no means to inform management of the problems and practices currently plaguing their delivery services.

Desired Settlement: As recourse for work days lost, plus the cost of canceling moving trailers, we request a minimum of 25% refund of the purchase price of the sofa, plus a total refund of delivery cost.

Business Response: We have spoken with our customer. Delivery completed 08/22/2014.

8/29/2014 Problems with Product/Service
8/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ashley's furniture failed to deliver my furniture on 3 separate scheduled deliveries due to a "delay" and did not bother to notify me of the delay in a timely manner on either occasion. During each occurrence, a set delivery time was scheduled, agreed on, and confirmed with me over the phone. The day of the scheduled delivery however, they simply did not show. On several attempts to resolve the issue through their customer service line, I was placed on hold repeatedly, was hung up on,called a liar, and given awful customer service. A manager of theirs simply told me there was nothing she could do and she was the highest position I could go to complain. A different supervisor attempted to resolve the issue but again, the furniture was failed to be delivered as promised. Finally, after becoming overtly frustrated, I called the store directly to cancel my order. The manager I spoke with said the order would be cancelled and ceased the conversation. To my surprise, I continued to receive numerous calls indicating my pending deliveries and that my order was still open. Customer service states they can do nothing about this cancellation; the direct store says there is no manager present. I financed my furniture through this store, and am now unsure what will happen to my credit or my deposit.

Desired Settlement: I would like the money I paid refunded to my card and something in writing that demonstrates evidence of my order being cancelled and my account with them closed.

Business Response: We were unable to match the provided contact information to a current account to find a phone number, so we have attempted to reach our customer by email directly. We can also be reached at ###-###-####. Thank you!

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a leather sofa and loveseat. When it was delivered, there was a cut on the armrest. Delivery man tried coloring it with a crayon, then left without us signing for delivery. Reported it next morning for repair/replacement/refund and received a ticket. Days later received a call but was past 48 hours for refund? Repair keeps getting delayed, now told it will be middle of Sept. before part comes in. Waiting on response from Ashley's took us past the 14 days for like replacement, now they won't honor that either. Was told by salesperson at store that the sofa was made in US, but now repair tells us we have to wait for part to ship from overseas. Believed we have been lied to from the start and still awaiting repair.

Desired Settlement: Would be content with replacement of like sofa as we purchased matching loveseat. If we cannot get same sofa, need loveseat replaced also.

Business Response: We are attempting to reach our customer. We have left messages on 8/18/14 and again today 8/19/14 so that we may begin working toward resolution.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 16, 2014, my husband and I bought and paid for a king size bed and a love seat. It was scheduled to be delivered on June 26. When the delivery drivers arrived, they informed my that the love seat was on back order and I'd have to call the business to get a new delivery date. I called that day and the person that I spoke with set up a delivery for July 5th. On July 5th, no one showed up and we were not notified that the delivery had been changed. When I spoke with an Ashley representative they argued with me that the love seat had in deed been delivered and they did not owe us anything. After sorting out that issue, they agreed that they had in fact NOT delivered the love seat and would do so on July 22. On July 22, once again they never showed. When my husband called the company, they told him that the delivery driver had shown up at our door and no one was at home. However, my husband had been sitting at home since 3 that afternoon waiting on them. My husband scheduled another time for them to deliver the love seat and once again they did not show up. At this point in time, July 29, we cancelled our order and requested our money back. The manager okayed the refund and said it would be processed. On Aug. 5th, the refund had still not been processed. My husband called again and spoke to a sales person, *******, and she said she could see the return on our account but the refund was not processed. She took my husbands email address, credit card # and phone # and told him it would be processed. On Aug. 9, my husband called again. This time he was told that someone had re-ordered a love seat for us. He told the sale associate that we did not order the love seat a second time and we want our money returned. She said that it would be taken care of and processed. Today, Aug. 13, it still has not been processed. I called this morning and asked to speak to the manager, ****, and was told that he was with a customer and would get back to me. I gave them my information and brief account details. I waited for 4 hours no phone call. I called again, spoke with **** and refused to let me speak to a manager. He told me the manager was too busy with customers. He would return my call later. I am still waiting.

Desired Settlement: We want our money ($426.06) refunded.

Business Response: We have contacted our customer to discus resolution.

8/26/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a dining set back in May. One chair was so badly damaged delivery did not leave chair. Other 3 chairs are damaged. Tech came out and ordered new parts to replace damaged ones. No word about fourth chair. I have to call customer care about 4th chair. They said I should b getting call from delivery in a few days. No call. I call again about 4th chair. Again delivery will call u in a few days. No call. I call again. Pt hey say we' ll figure it out and call u back. No call back. I call webster store. Talk to secretary. She call customer care. I get call that dining set is discontinued can't get 4th chair. I ask them to order all parts and get me 4th chair. I get call back. Can't get two parts for chair. You'll have to deselect. Meanwhile, tech comes out to fix remaining 3 chairs. Replacement parts r damaged more that parts already have. He "repairs" chairs. Chairs r still damaged. I call store AGAiN, they have no record of "repair". In sum, I still have 3 damaged chairs, no fourth chair. I talk to sales rep. They refer me to customer care. I call AGAIN. They say they'll call me back. UNBELIEVABLE. I still have 3 damaged chairs, no 4th chair, all after countless calls and many hours of time, energy and extreme frustration.

Desired Settlement: I've spoken with ***** at Ashley in *******, tx. She is aware that I. Would like 2 blue wooden chairs and two cream upholstered chairs. I need these ASAP. This is ridiculous. I have spend countless hours dealing with this. I need this replacement at no extra cost immediately with new, not damaged products.

Business Response: We have contacted our customer to discus resolutions.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So the entire experience was awful after the initial picking out the furniture but I will go into the refund issue which is the biggest issue at the moment. We had mattresses delivered that were on back order. We just wanted to pay for the bunkee boards but was charged for both the box springs and bunkee boards. We called customer service the day the box springs were delivered and explained this to them and he said we would have to deal with the store. So he called the store and spoke with the manger. He then came and told me the manager would contact me in 30 minutes. Did not happen. They called the next day my husband explained the situation and he said we would have to call customer service. Who we just spoke to the day before. My husband told him we are getting bounced back and forth. So we spoke to the general store manager. He said yes we need a refund and he would contact us the latest Tuesday. It is now Thursday and we still have yet to hear from them we called again tonight he said they would call back tomorrow. I am not going to hold my breath. I will never purchase furniture from them ever again. Their customer service is horrible. The managers are just as clueless ass the people who work the front desk. Matter of fact I do not under stand how they are the number one selling furniture store. Frankly they are a joke.

Desired Settlement: I want the box springs out of my hall way and the refund for them.

Business Response:

We have contacted our customer to discus resolution.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One year ago, I purchased three bedrooms and a living room worth of furniture from Ashley Furniture Home Store on **** ** ******* **. The sectional sofa that I purchased started sagging within a few months. We contacted the store, and they sent a technician out to fix the problem. That was in February. In July the sofa had reverted back to sagging (the technicians that were sent to us told us the springs are of very poor quality). My wife just got off the phone with the store, and we were told that all the company would do is replace the springs again. When we suggested there was a problem with the sofa, we were told it was basically our problem for choosing the wrong item. Our basic issue is that we spent $1,900 for the sofa, and it has not lasted even one year. When we tried to discuss the quality of the item, we were again told that it was our issue for having chosen the item. This was a "customer care" supervisor that told us that. To be fair, the manager of the store seemed willing to talk to us and seemed to understand the problem. His superiors in "Customer Care" are the ones who do not want to address the problem. They want to put a patch on the problem by replacing the springs for the second time in a year and have us go away. If it was an old sofa I would expect the springs to fail. What I do not expect is for them to fail every 6 months.

Desired Settlement: I understand that we are out of warranty (about three weeks out), and a refund may not be acceptable, but I want the issue addressed. I do not want to be told that I should have chosen a different item. I would rather receive credit for at least half the amount so I can purchase another item from the same store.

Business Response: We have contacted our customer to discus resolution.

8/18/2014 Problems with Product/Service
8/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/3/14 I ordered a Sofa and Chaise the store in ***** Land with a delivery of 8/12/14. I was contacted on 8/8/14 by "****" at *** *** **** and I confirmed delivery for 8/12. Delivery was expected and I had furniture moved out of my home in anticipation of this delivery TODAY, 8/12/14This morning 8/12, I called the customer care number just to re-confirm the time.(*** *** ****) After being on hold for approximately 20 minutes, I was told by the representative she could not find my order. She continued to place me back and forth on hold as she "read the notes" of the order number I provided her. She advised me that there was no merchandise on this order and could not explain why. Frustrated, I hung up and called the 855 number . I spoke to "******" who advised me that only the ******* protection plan was scheduled for delivery today. THIS IS ABSURD. How can a representative even say this to a customer as this is not a tangible item. After ****** realized my frustration she researched the order and advised me that my sofa's were not available until the 23rd and could not explain the delay. She told me I was NOT contacted for any change because I had confirmed the delivery of the *******!!!. ****** would NOT direct me to a supervisor or anyone in authority and told me they were all "BUSY". I requested a supervisor name which she refused to provide!! ****** advised me that my items would "hopefully" be delivered on the 23rd. I then contacted the ***** Land store at *** *** ****, after being placed on repeated hold, I left a message. When I called again, I was told that all managers "were in a meeting" and were not available. This is a terrible way to do business and an even worse way to treat customers who pay substantial sums for these products.I signed an agreement and PAID for the delivery of my items on the 12th. I did not sign any acknowledgement that a delay in my items could occur. There was NO delay in the processing of my check and it was immediately cashed

Desired Settlement: I would like my items to be delivered immediately and someone in authority to contact me at *** *** ****. I would also like my delivery charge refunded immediately for service failure and a 20% discount applied to my account for the inconvenience and the poor living conditions I must endure after making arrangements to have these sofa's in my home as expected.Order #********

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that the proposed resolution is satisfactory to me. The resolution specifically involves delivery of my items without fail on August 23, 2014 and a refund of my delivery charges.   If, both of these outcomes occur,  I will consider this matter resolved.    

Regards,

****** *****

8/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a bed, nightstand, dresser drawers and two lamps from the furniture store on May 26,2014 for delivery in one week. I had to make multiple calls and finally received the nightstand and lamps, but not the bed nor the dresser drawers. I have made multiple calls to get my furniture, but after speaking with the manager I am still without my furniture and they can give me NO IDEA when they can deliver it.

Desired Settlement: I want the bed and the dresser drawers that I paid for on May 26, 2014 delivered to my apartment as promised.

Consumer Response: Complaint: ********

I am rejecting this response because:  I received a telephone call stating that the furniture, purchased in May and scheduled for delivery the first week of June, is not available until sometime in August.  They stated that they COULD NOT GUARANTEE AUGUST DELIVERY, however.  When we purchased the furniture we were guaranteed delivery in early June.  They refuse to give us a firm date when the furniture will be delivered AND they refuse to refund our purchase.  In essence, we paid for furniture that has not been delivered.  Their phone call yesterday was only to tell us that they COULD NOT TELL US WHEN IT WOULD BE DELIVERED.    This is the worst example of customer service I have ever experienced.   If working through your organization does not cause Ashley furniture to comply within the next few weeks, I will have to consider legal options.

Regards,

******* ******

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint:********

I am rejecting this response because:  Ashley Furniture still cannot guarantee any delivery dates.

Regards,

******* ******

Consumer Response: Complaint:********

I am rejecting this response because:

I am rejecting this response because:  Ashley Furniture still cannot guarantee any delivery dates.


Regards,

******* ******

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint:********

I am rejecting this response because: Ashley furniture can still not tell me a delivery date.

Regards,

******* ******

Business Response: We have contacted our customer to discus resolution.

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought table May 20,2014 for 506.61 cash, at Ashley store in Texas. June 13, **** ***** at **** ******* ***. said it had to be replaced as it was a defective table, the svc dpt would call me within 5 to 7 business days. No call. I called after July 4th, ****** said they were changing out their computer systems, and they would call me in a week. No call. I called around the 14th of July, *****, said the money would be in a credit under my name at any store to get another table, I told her I didn't want another table as the the one that was defective was just the right size. She said new merchandise comes in all the time go to any Ashley store and look and she was sure I would find one. On June 21, I went to the ****** store, found the same table, told them I wanted to buy it and I had a credit. Spoke to *******, then Chan, *** ******** *** * Granlyn table set. They said I had no credit under my name, they tried to call, I waited about 50 min. She said it usually takes a few hours to get through. I go home call the next day, and the next...July 22, *******, says theirs one in stock and it will be delivered this week. July 23, ******, none in stock getting one from store, will call me back. ****, still checking, asked to speak to manager, wasn't in. July 24, *******, Said I could use my credit in any store on anything, but table I wanted. I asked to speak to manage. put me on hold again for 33min. then disconnected phone, they have my number. Every time I call I spend at least 1 hour to 2 hours on phone while they recheck everything again.This is the most unprofessional costumer service dept I ever talked to. One day they have it and its being delivered, to you can buy anything but the table you want.

Desired Settlement: I want 400.00 cash back. I've been asking for my table to be fixed since it came May . as of July 21st it was still in one of your stores. Ashley Service kept making me run around telling me credit, when there was none, then credit but can't buy table you want. (I'm not sure there is a credit), As far as I'm concern, money is money, your service people should have had this settled a week after it was defective. Its now August. I'll pay someone to fix it. Shame on Ashley. Im too old for this.

Business Response: We have contacted our customer to discus resolution.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had horrible customer service with Ashley Furniture in ******, *****. Trying to get all the furniture we selected has been a nightmare! We had a great salesperson and good discount, but then when it was time to pay for all of our furniture, it took them two hours to put our orders together just so we could pay. Our furniture was first promised to be here July 2, then when they were not able to deliver it all, they promised it would be here this past weekend. We only received one item then had to call national customer care to find out the items we still needed were on back order. Saturday, July 12, we were told we would get a call back, but have not. We have never had any calls from the manager though they knew the issues we were having. I never write these, but this is the worst customer service I have ever experienced. We have left messages with the regional manager and have not had a response.

Desired Settlement: We would like an acknowledgement from the company that we received poor customer service and that they are concerned about our terrible experience tried to receive our merchandise.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Complaint:********

I am rejecting this response because:
We did finally get a return call but we do not feel there was any resolution to the problem.

Regards,

****** **********

Business Response: We have contacted our customers on 7/25/14 to acknowledge the feedback they shared, and we appreciate hearing about our customers experience. We have apologized for the poor experience reported. We are very concerned about our customer experiences and our supply chain to provide merchandise. Our organization is genuinely concerned, and we do care a great deal. We hope this addressed our customers request, however if we have miss understood, or if our customer has another specific request please let us know, we would be glad to discuss further.  







8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is regarding, customer service, billing, and delivery. We purchased furniture, exchanged it for a cheaper set and never got our credit back. Ashley's never filled out paper work for the 2nd set. When they finally cleared it up 2 months later they put the credit back on the wrong account and continued to bill us the same amount as before(cheaper furniture should mean cheaper monthly payment). I went into the store 3 times before they finally figured this problem out, but we never had the credit returned correctly. The 2nd set of furniture was delivered on 4/22/2014 and we noticed it was worn out on one side already. It appeared that it had been broken in already. We reported this to the store, who told us they couldn't schedule a tech because it was the weekend, but they would set it up for us. We never heard back from anyone about the tech visit and called the customer service number. The store never set an appt. The tech showed up, looked at the couch and sat in it, and agreed that it had obvious wear on one side. He told us we would hear back from Ashley's within 48hrs. Two weeks later we still had no response. I called the cust. service and they informed me that the tech found NOTHING wrong with the couch. All this after her agreed that it appeared to be worn on one side. I was also told that they would do nothing for us because we had the couch for too long before reporting it. From the time that we first reported the problem til the time the tech showed up was about two months(the earliest tech appt. was about a week and a half from my phone call). I told them the store never set up our appt., thus wasting more time, but they replied, "we have no record of that being reported." Also, their delivery guys scratched our floor and gouged our door frame.

Desired Settlement: Overall, we feel we have been treated very poorly and we think Ashley's should refund our money in full. We feel we should not have to pay full price for worn out furniture. Their customer service personnel displayed disrespect when we attemped to settle the credit part of our purchase.

Business Response: We are attempting to reach our customer through a phone number we had on file, and by email.

8/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased over $5000 dollars in furniture from Ashleys furniture. When we placed our order we were told everything was available and there would be no delay. After all the products were paid and it was time for delivery the fun began. Everything was promised together. We then found out that it would not be. First our sofa was being delivered to our old address which we change at the store. They would not drive up the road 20 mins to the new house. They promised a refund of $140. Which we never received and rescheduled for the following week. They didn't meet the time window for the following week and we waited all day. Second was our table and chairs and tv stand. We were told it would be in one order. 2 days before we verify all delivery and our stand won't be coming. So weare waiting for the table. It never shows. We call and they say oh the delivery got canceled by someone on their and they are so sorry. Another day wasted and another refund of 80 dollars promised and not recieved. The next week we schedule the table and chairs again. They call the day before and say they are missing a chair and won't be delivering. We say no just just bring it and come back when you deliver the TV stand. They say ok. Once again no call no show and another promise of a refund $80. The flooring week we schedule again. They miss the window after we waited all day. Finally the table and chairs come. The screws aren't even screwed all the way in and I have to basically put I together myself. When it time to full out the customer service survey the delivery guy puts all 5 stars and I said I wanted to fill that out. He says sorry I can't go back. Worst experience in my life.

Desired Settlement: I want all refunds credited back to my card. A total of $300. And something for my wasted time for the 3 days I sat home and wasted a day with my family.

Business Response:

We have attempted to reach our customer recently on the 29th and again today the 1st. Our customers phone does not allow messages to be left. Our store has processed a refund.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a durablend sectional 3 years ago. I have complained to the store, called the phone number on my useless paid extra furniture protection plan, and been extremely embarrassed with the look/quality of the furniture. It started a little over a year ago.......The small little cracks. These cracks turned into flaking spots that have now become large eye sores. I called the store and they were well aware of the problem but said they had no real solution. So there I am paid cash for this piece of furniture that is suppose to be better than leather (I even bought the protection plan) and no solution. I proceeded to call the furniture protection plan that I bought since I was getting no where with the store. I was then informed that the protection plan doesn't cover normal wear and tear or fabric issues. I was so upset that I had bought this plan. I was told upon buying it that it covered everything.....spills, stains, cuts, but to my dismay it didn't cover the flaking durablend. I have recently went to their store and looked to see how much durablend is still available to purchase. I was so disturbed that they are still selling it knowing what all of the employees I have spoken with have said about the complaints from customers including the protection plan company! I want customers to know that even in the store yesterday the young lady said that they don't recommend the durablend because of the problems it has with peeling. I was also told on my original phone call to the store that "since you paid cash and didn't finance you don't really have a leg to stand on". He informed me that if I was making payments I could possibly withhold the payments because of defective merchandise. Here I am trying to pay cash and be smart with my money and I am punished because I didn't use their financing! We LOVE our sectional but the durablend covering is for the birds! I am at the point of getting rid of a perfectly good sitting sofa just because everytime you sit on it it stays with you in little freckles. Small pieces of durablend remain on your clothing, skin, and all over the floor. I can and would love to share photos with anyone who could help. Please stop selling durablend if you know how many go bad!

Desired Settlement: Some sort of resolution and an explanation of why they are continuing to sell this durablend that even in the stores employees say is not a good product

Business Response: We have agreed to a resolution with our customer. We have agreed to scheduled completion on 8/21/14 based on our soonest product availability. If we have misunderstood or if there is a new request or issue that we need to discus please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Hopefully delivery will go smoothly. 

Regards,


****** ********

8/11/2014 Problems with Product/Service
8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bedroom set from this location and I started having issues with very loud noises while getting in and out of bed. A tech came and told me that the box spring and headboard and rails needed to be replaced. I was told by customer care and the store manager that there is nothing they can do. I am still paying on this bedroom set that is making the loud noises. The tech came out last Aug for the same issue... This has been an ongoing issues. I have even provided audio to the store manager of this issue.

Desired Settlement: I would like this bed replaced with one that doesn't make the loud noise.

Business Response: We have contacted our customer to discus resolutions.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I would like this case remain open even though Ashley Furniture has been in contact with me but the problem hasnt been resolved as of July 14, 2014

Regards,

****** *******

Business Response: We where able to speak with our customer on 7/24/14. We are working toward resolution.

Consumer Response: Complaint: ********

I am rejecting this response because: I want to see if the new box spring will solve the problem.

Regards,

****** *******

8/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I just moved to ******* from ***** 06/01/14. I secured an apartment shortly after that and needed all furniture. Went to Ashley and I purchased my living room furniture and bedroom furniture on 06/11/14 with a guaranteed delivery date of 06/13/14 between 1:00 and 3:00 for BR and 07/17/14 for LR. On 06/13/14 after waiting five hours past delivery time they only delivered mattress without box spring. They delivered bedframe, nightstand, dresser and TV stand. I was told they would deliver the box spring, mattress cover and two lamps on 06/20/14. On 06/20 they delivered box spring and mattress cover. I was told that the 2 lamps would be delivered before the second delivery date of 07/17/14. On 07/15/14 they called and ask for my schedule of 17th. I agreed to delivery date of the 17th in the afternoon. I took off work again and they didn't call or show up. I made several phone calls to them and they informed me that they had called me on the 15th and could not get through so they cancelled the deliver of the 17th. New delivery was scheduled for 07/19/14. On 07/19 they delivered end table and ottoman along with the wrong chair. I asked the driver to take the wrong chair back and he refused. I then called the store to take back wrong chair. They said they would come get the wrong chair on the 19th. I also asked the store when I will receive the sofa and two lamps. They said the sofa and chair will be delivered on 07/22/14. I again took off from work waited on the 19th and the 22nd and again they didn't call or show up. On 06/11/14 I paid approx. $5000.00 and still do not have my sofa, two lamps and correct chair. I am having no luck talking to their customer service dept which I have contacted many many times. I have missed a lot of work because of them. Customer Service dept is very hard to contact with 20 or 30 minute wait and when you do get through they are very rude. They have hung up on me several times because of my Japanese accent. Please help. Thank you,******* ********

Desired Settlement: Please get the furniture or refund my money.

Business Response: We have contacted our customer to discus resolution.

8/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to start of this letter with a statement; Ordering and getting the furniture I ordered from Ashley Furniture was the worst consumer buying experience and customer service experience I have ever encountered. I have purchased quite a few things in my lifetime and over the past few years many of them had to be ordered because no business in America seems to actually have what they sell in the store anymore.My wife and I went in to your Galleria store in ******* and was met by somewhat of a pleasant salesperson who proceeded to show us what we had asked for, suggested some items for us and even went out of his way to make sure what we wanted was actually available. We were assured that after we paid for what we had ordered it would all be delivered by the next Friday. The salesperson even confirmed that with his store manager who also assured us that no later than next Friday we would have what we ordered.We paid the almost 12,000.00 dollars for the furniture that we had spent the better part of a day deciding on and expected our order to be delivered on the following Friday as agreed. This is where it gets interesting.The first call we get is from the salesperson saying that everything is on its way, EXCEPT, a media center for our sons bedroom and a love seat for our living room set. Because they ran out of material???? Really????. The next call we get is that our sons bedroom set is on back order and it would be around the fourth of August before we got it at all. Conveniently the time were are to get our loveseat for the living room. So we decided that we couldnt wait that long for our son to have a bed to sleep on. We told our salesperson that we would like to order something that you do have in stock and he assured us that it wouldnt be a problem. After looking on your website, we found a nice bedroom set that we wanted and we called our salesperson and told him the stock number. After paying an additional 185.00 dollars for the new bedroom set, he told us that yes the set is in stock and that it would be here next Friday.The next call we get from Ashley Furniture is that the posts for the bed that we reordered were on back order or not available or whatever excuse you guys had for us this time. My wife called the salesperson several times, of course to chew him out for lying to us, ONCE AGAIN, but he never returned her call. So after a couple of days my wife called again and finally got our salesperson. His excuse for not returning our call? I forgot. So on July 8, 2014 we still hadnt heard from anyone at Ashley so my wife called back and she was informed that the posts for our sons bed would be here NEXT Friday. NOW, today, July 18, 2014, Ashley delivery guy shows up at the house and puts the media cabinet, another piece of furniture weve been waiting on for over a month, in our sons bedroom. WITHOUT the hardware!!! The posts for my sons bed that weve been waiting for for over a month?? Yeah theyre the wrong posts!!!My questions to whomever it is that is reading this are this, exactly when do you begin to honor your salespersons and store managers promises? How can you have something on your floor that you cant produce when someone wants to purchase it? Why does it take such a long time to get an answer from your store manager or salesperson? Or better yet, why does it take so long for an honest answer to come from your store manager or salesperson.I am totally and completely dissatisfied and disgusted with Ashley Furnitures performance during this entire debacle. As I stated earlier, this is the definite worst consumer buying experience I have ever been a part of. I would hope that you dont hear this often, but Im sure you do, I will never purchase another thing from Ashley Furniture, nor will any member of my family or any acquaintance I have the opportunity of suggesting a furniture store to.Very sincerely disappointed***** *** ***** ******

Desired Settlement: I want Ashley Furniture to reimburse me at least half of the 12,000.00 that we spent there for the aggravation they have put us through. WE bought a new house in the anticipation of having nice furniture in it and have yet to have all the pieces that we order almost two months ago.

Business Response: We have contacted our customer to discus resolution.

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The desk I purchased from Ashley was damaged. I called on four different occasions to get it repaired/exchanged. Every time I called, I had to repeat myself. I was asked if I sent pictures, which were received the first day! The wait on the phone was extensive. While waiting, I listened repeatedly about how fabulous Ashley furniture is. When I spoke to someone, they reiterated that the computer conversion was causing delays. Finally, the repairman arrived and confirmed the item could not be repaired. Again-I called to inquire about the process of exchange. I was met with, "Well, we don't get that info for 48 hours." I was never informed of that. The particular lady did track down the craftsman and confirmed that the desk would be replaced. She then stated I would have to bring the damaged desk back and pick up the new one since I did not originally get it delivered. I spoke to a manager who was aloof and unapologetic regarding the amount of time it took me to take care of this. When I mentioned that Ashley did not even offer a polite apology for my wasted time, she then replied she was sorry, but the computer conversion was making things difficult. This should not affect me or the quality of your customer service. I then asked to speak to her boss. She replied that she was the manager. I asked to speak to her superior and she repeated that she was the manager. I could call back and speak to another manager. I had to ask several times before she would give me that name of the manager to which she reports. This person was not available so I would have to call Monday. My husband tried to call on two occasions this week. He waited 20 minutes each time and never even got to a real person. I have had to make numerous phone calls, hold up the progress of finishing the room the desk belongs, I even had to help push the desk into my car at pick up because the computer updating had slammed the loading crew.

Desired Settlement: I feel Ashley furniture should deliver the new desk and remove the damaged one. I have already assembled the desk.

Business Response: We have contacted our customer to discus resolution.

8/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased several pieces of furniture and paid for it in full on May 25, 2014. It has been nearly 2 months, and Ashley Furniture has failed to deliver all of the purchased furniture. They have made 2 partial deliveries and failed to show up on a 3rd date. At this time, Ashley Furniture does not have any idea when everything will be delivered. I do not wish to miss work to receive several more partial deliveries.The customer service department does not seem to care about the customer nor want to really do anything to resolve the issue.

Desired Settlement: Option 1: Full Refund - Ashley Furniture come pick up the delivered pieces of furniture and refund the entire purchase price back to me.Option 2: Partial Refund - Ashley Furniture cancel the balance of the order and refund the purchase amount plus the entire delivery fee to me.

Business Response: We are attempting to reach our customer to discus resolution.

Consumer Response: Complaint: ********

I am rejecting this response because: I have called back to discuss the issue. Ashley Furniture and I agreed to a full refund of the delivery fee and schedule delivery for Saturday July 26, 2014. The refund has been processed on Ashley Furniture's end and I am currently awaiting the credit back on my credit card.

However, Ashley Furniture missed the promised delivery window of 10:30am-1:30pm Saturday July 26, 2014. I was never contacted by anyone from Ashley Furniture about any delays and could not wait beyond 2pm Saturday July 26, 2014. The customer care team was unable to help in anyway and unable to provide me with any updates. 

After calling the corporate number, we are currently working on a resolution that is acceptable to both myself and Ashely Furniture.

Regards,

******* ****

Business Response:

We have discussed resolution with our customer.

Consumer Response: Better Business Bureau:

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

The delivery was finally made after a long delay. Ashley Furniture failed to notify me of any delays that utlimately led to delivery after the promised time slot. While I would have preferred to return everything and receive a full refund, I suppose I will have to settle for the delivery fee refund for the 2 months of trouble, including multiple days of lost work waiting for a delivery that was not coming or one that was significantly late. 

I hope that I will be satisfied with my purchase. While I may be able to exchange an item for a different color within a 14 day period, I am reluctant to do so because I would have to deal with Ashley Furniture again and do more waiting.

I also sincerely hope that Ashley Furniture make changes in their processes so that future customers do not have to endure such a terrible customer exeprience.


Regards,

******* ****

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased living room set in December paid cash a Reclining type. Couch was delivered broken...they did replace it with a new one but the new one has now been fixed twice (same part keeps braking) and is broken yet again. I believe it to be a manufacture defect since it was 2 different couches involved and now it is broken for the 3rd time. I have requested these be picked up and a store credit given so I can choose a different set. Also, the cushions on the chairs have broken down and on their last visit he suggest I just add more stuffing into them to help. I shouldn't have to add stuffing to a brand new set. They said as long as it is fixable it is not a manufacture defect. My concern is my warranty is up in December and I will be stuck with broken furniture.

Desired Settlement: I would like these picked up and a store credit given to pick a different set or a full refund.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and agree to try and resolve the issue through the company. Should the resolution not be resolved I will contact BBB in regards to the determination. 

Regards,

******* ***********

8/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered furniture from Ashley Furniture Homestore in Sugar Land , TX on June 23rd 2014. Furniture was not delivered as promised. They are not able to honor their delivery dates. Looks like they do not have stock to support their sales. I called Customer Service to cancel my order so that I can go elsewhere to order. Their customer service is horrible and they will not allow you to cancel your order. I am still struggling to cancel my order. They have made incomplete , partial delivery of items which are totally unusable.

Desired Settlement: Need 100% order to be cancelled and payment refunded. Partially delivered furniture to be picked up asap.

Business Response:

We are attempting to reach our customer to discus resolution.

Consumer Response: Complaint:********

I am rejecting this response because:they have not yet been able to reach me

Regards,

***** *******

Business Response: We have spoken with our customer to discus resolution.

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint about my sofa that was purchased in Feb 2012. The original complaint was about my sofa cushions peeling and cracking and when i went to use the warranty i was told it does not cover this kind of damage. I spoke with a rep from Ashley who informed me that my sofa was flaking and peeling due to faulty fabric. He did mail me the fabric to have the sofa repaired but said that i would have to pay the labor fee of $89 an hour. At first when i was thinking it was only two of my cushions that needed to be replaced i was okay with paying for the damage but at further inspection of the sofa it is all five cushions that need replacement and at $89 an hr for labor and he said it would take about an hour a cushion that would come up to $445 total and i don't feel that i should have to pay that much when it was admitted that the fabric was faulty. When i emailed the rep to inform him that i dont feel i should have to pay for something that was due to their fault i have not heard anything back from him. I have no problem with them fixing the sofa instead of giving me a new one but i dont feel that i should have to pay that much when the problem due to an error on their part and not due to my mishandling the product.

Desired Settlement: I want a replacement sofa or my sofa repaired with no charge to me.

Business Response: We are attempting to reach our customer to discuss resolution.

Consumer Response: Complaint:********

I am rejecting this response because: Was told by the company's rep that they are unable to cover the labor cost to reupholster my sofa. Even after I explained that I should not be charged because of their use of faulty fabric. He explained that the material that they used is a polyurethane blend and it wears fast and I reapplied back that two years is ridiculous. I was offered a discount on the purchase of a new sofa but I declined because that I am not satisifed with their product and will never be purchasing anything else from their company again.

Regards,
******* *******

Business Response: We have contacted our customer again, we understand that she is unhappy with our decision, but it is our decision.

8/4/2014 Delivery Issues
7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered furniture from Ashley and two days later I canceled the order.I was told that I would receive a check in the mail for my refund.Its been two months later and a dozen phone calls and still no check.

Desired Settlement: refund paid in full

Business Response: We are attempting to reach our customer to discus resolution.

Consumer Response: Better Business Bureau:

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

This issue has been addressed.

Please close the file.

Thank you for your help.


Regards,
********* ***

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a bedroom set at ashley furniture and it was delivered July 3rd. A few days later I noticed that the varnish or finish on the head board was chipping off. I called them on July 7th, 3 days after having the set in my home (which is within their 14 day policy) and told them what I had found. First they very rudely told me that I should have checked it before the movers left my home. I told them I wanted the headboard replaced with another one because that one was probably defective. They said they couldn't do that and that they would send a technician to RESTORE IT TO SHOWROOM CONDITION. They were persistant that it was the only way to fix my problem, so I schedulded someone to come out. Then they proceded to tell me that they couldn't send anyone out till the following week which was July 15th. I agreed to have someone come out to fix it. (as I paid alot of money for this set) Before the call ended I was told that the technician would call me 1 to 2 days before the scheduled date to let me know what time he would be there. The technician didnt call till 25 minutes before he arrived at my home on July 15th. Although I wasn't home because I have to work and they won't send anyone out on the weekends or after 5pm, another adult was there while he fixed the furniture. When I arrived home, I went straight to my bedroom to check the finished product, thinking I was going to find a finished product exactly like the one I saw at the store. I noticed that the head board was stripped of the gloss finish and painted over the existing chips. There was no varnish or gloss finish on top of the paint. It now has a matted finish and doesn't match the rest of the headboard. This is not my expectation of "restore to showroom condition" I called them back the following day on July 16th to let them know my thoughts of the repair. I spoke to a very rude guy and he told me that there was nothing he could do until 48 hours passed because thats when the service call was closed out. Then when I told him that I didnt like the work, he said that he could send another techinician to CHECK the work of the previous technician. I asked him if the second person he was sending could fix it while he was there and he said no. He said that the second technician would ONLY be there to check the work. I agreed to have someone CHECK IT. Then he said "oh wait I cant do that either, you have to wait til the first technician closes out his work order." Which obviously he hadn't done yet. I told the guy it was not my fault he hadnt closed it out. The representative said that I had to wait till the service call was closed out in another 48 hours. I told him that I didnt want them to come back and tell me that I had to call as soon as I noticed the problem. They representative said that wouldnt happen because my original call on July 7th was still within the 14 day policy. Let's hope that's true!

Desired Settlement: I don't want it repaired I just want a new headboard. I've only had this bedroom set for a week!

Business Response: We have spoken with our customer to discus resolution.

Consumer Response: Better Business Bureau:

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

Regards,

******* *****

7/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,I purchased a bedroom set at Ashely furniture. When we visited the showroom on 7/6/14 everything went well and we placed the order for a delivery on 7/11. The payment receipt showed me that I will get a call 3 days in advance and I didn't get one. The receipt also said I need to call a day prior to the delivery before 2:00 pm to make sure I get the delivery next day. I called Ashely customer care on 7/10 around 10:30 am, it took me 45 mins to get connected to customer care rep. The customer care rep mentioned that they got my phone number wrong and I updated the phone number. Though I called a day in advance before 2:00 pm he mentioned that they are fully booked and can't help with 7/11 delivery. We just moved our of town and into the apartments on 7/11 hoping that we have a bed to sleep. I then called the store and spoke with the person who sold the bedroom set to us, he said not to worry and he will take care and we should have our stuff on 7/11. I waited on 7/11 till noon and called customer care, they said my furniture will not be delivered on 7/11 but will be delivered on 7/15. I have no option but to agree. They again told me I should get a call on 7/12 for confirmation and will give a 3hr time slot. I didn't get any call till 4:00 pm on 7/12 after again waiting for 30mins, I spoke with the customer care rep who told me that I will get he delivery on 7/15 between 2:30 pm to 5:30 pm. On 7/15 my wife took time off from work but no body showed up till 6:00 pm and didn't get any call also. Then i called the customer care and waited for 1hr and I could not get customer care online and was put on hold, finally after 1hr 15mins I spoke with customer care rep and she told me that they are on their way. I asked her why no body called us and told that they will be late, her answer was driver supposed to call. I asked her if I can speak to the manger, her answer was manager was on a conference call, which I know is a standard answer. I called showroom and same answer for manager.

Desired Settlement: After many phone calls and hours of waiting on hold and not even getting my called returned by the store and customer care manager and sleeping on the floor for few nights finally the bedroom set arrived. The total delivery process was very unprofessional and not customer focused. It is a nightmare to get connected to the customer care rep and manger never returned my call. I should be compensated for the suffering and late.

Business Response: We have contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

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

Regards,

****** *******

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a bedroom set dresser, mirror, chest, 2 nightstands, box springs & mattress. This was on May 29,2014. We come home measured. Both night stands would not fit, we were told to call back if things would not work out We called the next day, but on hold. We finally talked to a lady that said she would call us back that day. She did call back stated that we should receive a check in the amount of $221.91 in 2 weeks. this was on May 30,2014. We didn't hear anything so the next time we were in Austin was on June 24. We stopped by we spoke with the store manger ***** he told us we should have the check soon that they only cut checks on Friday. our furniture was delivered on June 25,2014. . They wanted the whole amount up front which we paid. $3813.77. this was paid on May 29, 2014. We have to wait forever for our refund 0f $221.91. *** was the sales person. ***** the officer manager of the store.

Desired Settlement: I would like to receive our refund. I will not be purchasing another item from them.

Business Response:

We have spoken with our customer to work toward resolution.

Consumer Response: Better Business Bureau:

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

Regards,

******* ********

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When delivery came, a piece that was bought separately from the bed set was not delivered. Refund was asked, and refund was refused based on the excuse that information regarding refund did not pass through the store's accounting, or a email for refund was not found. Delivery was not good, since a piece of a set which was purchased separately but was suppose to arrive with the bed set included in the date of the scheduled date, which was actually a reschedule. I asked for a refund and have not received it. Attempts to contact management failed as costumer service refused to allow communication with management.

Desired Settlement: Would appreciate a refund and in the future I hope the store provides better service and delivery professionally with respect to the customers they are trading with.

Business Response:

We are attempting to reach our customer to discuss resolution.

7/24/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DATE: JULY 11. 2014 Ashley Furniture Home Store- *** ******** ** **** Re: Sofa Purchase, Memorial Day, May 26, 2014 We went to the store on **** ** *** ******* **** ***** *******. Delivery day arrived and our power recliner sofa was brought in to our living room and the power was connected. The new sofa recliner did not work. There was a “catch” and a grinding and it was nothing like the smooth motion that we had experienced in the store when sitting on the sofa and using the power recliner feature. After checking it and calling his dispatcher, we were told we’d have to wait a week for a new sofa or a repair person. When I buy a new piece of furniture, I certainly don’t want it to need a “repair”. We sent it back. We were supposed to be contacted to reschedule delivery but we had to call ourselves. We were not happy with the additional 5 days wait time (we’d already given our other sofa away due to the notice we’d received to have it out of the way prior to delivery) but it couldn’t be helped. Second delivery of a sofa, was VERY possibly the same one. The second sofa had exactly the same issue as the first sofa delivered. When the delivery person even pressed on the arm, it would catch and grind and not fully recline. Dispatch again says that we must wait until June 19th for a repair technician or June 24th for a different sofa. Again, we try to contact “customer care”. No solution is offered other than to go to the store to select a different sofa, possibly in stock, depending on the selection. I asked to speak to a manager and was transferred to the store where we originally ordered our sofa. After being transferred multiple times, being placed on hold for more than 30 minutes, it was suggested I be transferred back to customer care. Not one manager, ***** at Customer Care or the store manager at the **** ***** ** ***** ******* ever came to the phone to ask how they could help us with our situation. I repeatedly asked to speak to ***** and the SA store manager and no one ever tried to assist us or ask what they could do to salvage this terrible breach of customer service. Almost every representative we were transferred to, offered no solutions, saying sorry, there was nothing they could do to help. At 5:15pm today June 9, 2014, we walked in to a competitor store and by 6pm we had purchased a different sofa and they bent over backwards to make sure we could have it delivered tomorrow. Such a different experience for us versus the poor treatment we received at Ashley. FURTHER UPDATES: -After posting the above letter on********, I was contacted twice by the corporate office in San Antonio on the afternoon of Monday, June 16th, 2014. I believe the 2 gentlemen’s names were **** and maybe *****. Both apologized and asked what they could do to assist us. I responded nothing, we’d already purchased a sofa elsewhere and explained how horribly disappointed we were with the San Antonio Ashley Furniture Homestore experience. Before I hung up, I asked for each of them to MAKE CERTAIN, we were not billed for the sofa we didn’t get. I was ASSURED that would never happen by both parties. -Wednesday, June 18th, 10pm EST. We are out of state. My cell phone rings and it is someone from Ashley Furniture wanting to bring out our sofa on Friday. I was exhausted and upset and informed the caller that this whole mess should have been cancelled and she assured me she would speak to her manager and it would be taken care of immediately. -July 8th, 2014 We receive a bill ** ******* *****Ashely Furniture for $1080.69. I placed five telephone calls to the store trying to get SOMEONE on the line to assist me. I was transferred to a blind voicemail, when I asked to speak to a manager. No on returned that call. I called back and demanded to speak to a live manager. Andy, who stated he was a sales manager, came to the phone and said we would need to speak to “customer care” to resolve the matter. I decided to call the credit card company and at least start a dispute claim. When I spoke to ** ******* ***** they stated a SECOND CHARGE was also pending for $1095. We are livid at this point. Dispute filed, but they encouraged us to contact Ashley to get this matter resolved. We stayed on hold with AF for over 2 hours. Finally, we reached ***** at “customer care”. She assured us that they would check inventory and get this matter straightened out. I asked for the manager’s name- ****** and was told that someone would call us back in 2 days to confirm that it was settled. No one called. I complained on-line to the corporate office at Ashley in*********, and 2 days later, I get a response that stores are independently owned and to call the corporate store number in San Antonio. -July 9th, 2014. We call and after being on hold 48 minutes, we ask to speak to ******. She says they are still working on it, but someone will call us the next day. No call is ever returned to us. -July 10th, 2014. We call the corporate number provided from the e-mail response when we contacted AFHS in Wisconsin. I get the receptionist, she asks why I am calling, I tell her and she forwards me to a voice mail for someone whose name I can’t understand from the message. I leave a message and never receive a call back. As far as I can tell, this feels like intentional. There is NO customer service, no AFHS response ever or interest in resolving our issue. I have burned more than 300 minutes on my cell phone, repeatedly calling or on hold trying to speak to someone to get this mess addressed. As of today, July 11, 2014 there is still no resolution.

Desired Settlement: I want them to contact me and provide me with documentation that they have refunded the sofas and issue a sincere apologiy for the agony that this process has required.

Business Response: I have contacted our customer to confirm resolution.

7/21/2014 Problems with Product/Service
7/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Bought furniture there at the store the second week of June and had a delivery scheduled the following week. The day of delivery we never received the products or a phone call. Went to the store talked to a mgr. Got the delivery rescheduled for the following week. Delivery day comes and I get a phone call at 9:30 at night saying they can deliver the furniture at midnight. I have small children and have to be at work the next morning so I decline. Rescheduled for the next week and they never showed up again and I never got a phone call. We called customer care and they said the delivery was cancelled but couldn't tell us why. I went back to the store and conplained again to a store mgr. He said it would be delivered this past friday or Saturday. We call customer care Saturday and they said no delivery was scheduled. This is beyond ridiculous. I paid for the furniture and I expect to get that furniture. When we tried to cancel the whole order customer care said they couldn't because of the way we financed. I have never heard of such a thing!.

Desired Settlement: We want the product this week or a refund.

Business Response: We have contacted this has been resolved with our customer.

7/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my furniture on June 29, 2014. I was given a delivery date of July 4, 2014. Today is July 4, 2014, I received a phone call at 7:00pm on July 3, 2014 from a representative of Ashley Furniture telling me that I needed to provide a copy of my lease because I used 2 different addresses on my invoice. The day I purchased my furniture I provided all information that I needed to regarding my purchase because it was being financed. At no time was I told that I needed to provide proof of where I lived so my furniture delivery could be delivered. At no time when I purchased the furniture was I told the date was TENTATIVE or that there could be a delay in delivery due to something else coming up. The store had all my information and I was called the NIGHT prior to the delivery and told that my furniture would not be delivered because I used two different addresses on my paperwork. The reason why there was two different addresses which I even told Daniel whom was the store rep assisting me, was that I just leased an apartment and I was currently living with my mother which is the address on my Texas drivers license. The address I provided for the delivery is my new apartment address. I am beyond dissatisfied with the way this issue was handled, they told me the soonest I can have my furniture delivered is July 9, 2014. This was not what I agreed too when I signed the contract to purchase the furniture.

Desired Settlement: I want my furniture to be delivered sooner than July 9, 2014. I will not recommend this store to others and I will not be a returning customer if this issue is not handled to my satisfaction.

Business Response: We have contacted our customer to discus resolutions.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We cancelled an order on 23 Jun 2014 that was not to be delivered until 2 July. Store told us no problem. We were then told that they could not credit back to the credit card we paid with and would have to send a check. (they had no problem charging the card immediately). We have be waiting for the check to arrive and have be told several times they were putting a rush on it. still no check.

Desired Settlement: Refund immediately

Business Response: We have contacted our customer and confirmed resolution.

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today, 7 weeks and 4 days after making a purchase from Ashley Furniture, the company has been unable to fulfill my purchase. On April 28, 2014, I purchased 3 furniture products from Ashley Furniture (Ashley); items ******** ******* ******* *********** *** ******** *******). The purchased totaled $2.795.32 + $139 delivery + 242.08 tax = $3,176.40. Part of the reason I made the purchase was because of the quick delivery promised. The delivery was originally scheduled for 5/5/14, and had to be rescheduled for 5/8/14 because they didn't get the message to call me at a different number. On 5/8/14, a 2nd delivery attempt was made. The chaise and sofa were accepted but the loveseat was refused because it was damaged. Ashley said that the earliest they could deliver another would be 5/23/14. I didn't want to wait that long. Ashley's customer service representative was not helpful and did not seem concerned about the delay. My salesperson, ****, helped me change the loveseat to items #8430323 (chair and 1/2) and #8430314 (ottoman) that could be received sooner. He said that there would be a small credit to my account for the change since the loveseat cost a bit more, but to date no credit has been received. The chair and 1/2 and ottoman were scheduled to be delivered between 10:30 a.m. and 1:30 p.m. on 5/19/14. The chair and 1/2 was damaged and I refused the delivery, but I accepted the ottoman (I still wanted the chair). Ashley continually tried to schedule delivery during times I was unavailable. I spoke with a representative about how I was not available after 4:00 p.m., and how Ashley's automated system repeatedly tried to schedule for after that time. I kept calling and giving time to reply, and then finally after days of waiting, I got a phone message saying I needed to return their call within two hours or the delivery would be delayed at least a week. I had a long talk with "*****" at ###-###-#### about my displeasure with Ashley's damaged products and the inability to schedule another delivery before 4:00 p.m. on any day of the week, and how it was inappropriate to put me on a two hour window to return a call when they took days to return my calls. He said that Ashley only delivers to my area between 6:30-9:30 p.m. As I'm typing this, his statement appears to be untrue given the delivery period scheduled on 5/19/14. While Ashley normally does not provide refunds, I asked if we could try one more delivery, and if the item was damaged, if he would agree to provide a refund for the chair. A delivery was made (I believe) on Friday, 6/6/14 (it may have been a different day), and this chair was also damaged, with about a 6-inch "scar" in a prominent place on the chair. I called ***** again, and said I was disappointed that I couldn't get an undamaged chair delivered even after all of our discussions, and now I was stuck with an ottoman with no chair to go with it. I asked him about various alternatives and he said that I could pick it up from the warehouse myself, which is over 46 miles from my home. I called him back because I got an automated call trying to schedule another delivery (after I said I didn't want to schedule another delivery). He said that I wouldn't be able to pick it up until Thursday, 6/19/14, at the earliest because they were going through a computer conversion. I got another automated call trying to schedule another delivery so I talked to customer service again on Wednesday 6/18/14 because I had secured a vehicle to pick up the chair and I needed to find out when I could pick it up from the warehouse. I spoke with "*****" on 6/18/14 and she said all I needed to do was call after the warehouse opened at 10:00 a.m. and provide them 2 hours notice prior to going to pick up the item. So, I called a little after 10:00 on 6/19/14, asked to speak to ***** and was told he was not in that day, and spoke to "******" instead and asked if I could pick up the item between 12:30-1:00 p.m. ****** said the item should be ready, but that I should confirm with the warehouse because they were still having computer problems. Instead of transferring to someone in the warehouse, I was transferred to an automated message at ***** and could not leave a message because the mailbox was full. I called back, spoke with "****", and he transferred me to the same automated message at ***** where I could not leave a message. I called back a third time, spoke with **** again, and asked that he confirm with the warehouse himself that my order would be ready, and to call me back. Sometime between 11:00 a.m.-12:00 p.m. the same day, I again asked for someone to call me back when they could confirm that my order would be ready for pick-up, as I did not want to drive 46 miles one-way to the warehouse for nothing. No one called me back. I have electronic voice recordings of all of those phone calls. I called ***** today (6/20/14) to again voice my displeasure and to ask when I could pick up the item. He again spoke about the problems with their computer system. I haven't asked if computer problems are a legitimate reason for delays in fulfilling their contractual obligation with me, but perhaps I should have. He said that he could take back the ottoman that I don't have a matching chair for, and would check to see if he could take back the sofa, which I no longer want because now nothing is going to match. He called back later, asked for a lot of details which didn't seem relevant to me, and when I concluded providing him with information, he stated that the only thing he was willing to do was provide a refund for the chair. I told him that I would contact BBB and he said he's fine with that. I have an electronic recording of this conversation as well.

Desired Settlement: Cancel the order except for item #8430315 (chaise). This requires taking back items #2050038 (sofa) and #8430314 (ottoman), cancelling the item that was never delivered - #8430323 (chair and 1/2), and refunding my credit card for all items except the $699.99 chaise plus tax and the $139 delivery fee. I am not asking for a credit for interest for the 7+ week period. If Ashley has intentionally created delays to provide for any kind of time limits for resolution to expire, I hope that will be addressed by BBB with notice provided to consumers to beware.

Business Response: We have contacted our customer to discus resolutions.

Consumer Response: Complaint: ********

I am rejecting this response because:

Today, Ashley Furniture rejected my resolution request.  They have agreed to refund $736.09 for the item I never received, but will not take back the ottoman that I do not have a chair for, or the sofa that doesn't match, because the cost for them to do that exceeds their concern about their company's reputation.  Because they were unable to fulfill my order, I maintain that I'd like to cancel the order with the exception of the chaise, but I would be willing to cancel the whole order if that would be easier. 

When it became clear that we were not going to come to a resolution ourselves, Ashley Furniture stated that BBB does not mediate complaints.  I am hoping that this is not the case.

Regards,

****** *****

Business Response: We appreciate our customer’s feedback. We have advised our customer that we were ready to fill her order and would still be happy to provide her with furniture.  She is asking for us to cancel her purchase and return furniture that has already been delivered and accepted.  We understand that our customer is unhappy with our decision to not return the furniture already delivered to her home but this is our determination.

We would like to clarify that our customer gave us  the impression that she would be contacting the BBB with the intention of forcing a resolution; we attempted to explained that the BBB does not “force mediations.” We apologize if we miss understood what our customer was stating.  We recognize the BBB as a mutually beneficial and valuable organization that helps establish better communicate with our customers.  Thank you!

Consumer Response: Complaint: ********

I am rejecting this response because: while I appreciate that Ashley Furniture is ready to fulfill my order, they have not been able to do so in the prior 8 weeks.  I made the order with the understanding that it would be delivered quockly, in less than a week, and Ashley Furniture has fulfilled this expectation.  I do not have the time to spend waiting for more damaged items to appear. Rather than take a chance on receiving yet another damaged item, I would like to cancel the order. I am willing to retain the chaise, but would rather cancel the entire order that they were unable to fulfill in a timely manner and agree never to do business with them again. I would not have placed the order if they had told me I would still be trying to receive it 8 weeks later. I feel that I have been taken advantage of by Ashley Furniture, and based on the number of complaints against the company, I am not alone.

Regards,

****** *****

Business Response:

We have chosen to cancel the chair and a half that our customer purchased because we have been unable to meet her expectations in delivering this product, at her request.  Our customer took possession of 3 other products, undamaged, on 5/8/14, and 5/19/14, we have chosen not to return these products.  We understand this is not the resolution that our customer is seeking but it is the decision we have reached. 

Consumer Response: Complaint: ********

I am rejecting this response because: Ashley furniture was unable to complete my order. If I knew this in advance, I would not have purchased the other items. Ashley's decision to force the transaction outside the original terms of the agreement is unacceptable. I was misled by the company. They should not promise fast delivery if it will actually take months (or more?) to complete a transaction that was paid for in advance.  As a result, Ashley received an interest-free loan from me without my consent for the 8 weeks that I did not have product, and that practice is predatory and quite possibly fraudulent.  Such poor business practices should not be allowed to continue.

Regards,

****** *****

7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a dining table at Ashley furniture in November of 2013, I also purchased the warranty for the product. When it was delivered one of the chair legs were damaged. I immediately called them and notified them. I was told they would have to order the part and schedule to have someone repair it. Months went by and I never received the part. I kept calling and asking for a status and they kept saying I would receive it. On January 2nd I went to wipe the table with plain water and a sponge and numerous spots of paint from the table wiped off. At this time I still had not received the part that needed to be repaired. I took pictures of the table and went directly to the store I purchased it at which at ***** * **** *** ******** ** ****** I was told they would look into the issue and take care of it. Mind you when I purchased the warranty I was told it would be repaired and if it couldn't be repaired it would be replaced no matter what the cause it. After 2 months someone finally came out to my house to look at the table, still the part to be repaired and not arrived. The person that came out to look at it said they were chemical burns which made no sense since I never used anything on the table but water. Even if I had used cleaner on it, it should wipe off the paint. It looks to me as if it was repaired once before and they tried to mask it. I kept e-mailing pictures of my table getting worse and to top it off I don't use it because of the marks on it. It looks horrible, as if I had the table for years. I paid full price for a product and a warranty and expect that product to be in good shape brand new. To this day they will not return my calls and e-mails. I would like for them to either pick up the table and refund me the full price including the warranty or give me a brand new table.

Desired Settlement: I would like for them to either pick up the table and refund me the full price including the warranty or give me a brand new table.

Business Response:

We are attempting to reach our customer.  We called and left a message on 6/30/14 and today 7/1/14.  We are happy to speak with our customer about this issue to see if there is any additional information we should be aware of, we can be reached at ###-###-####.  Our customers purchase was delivered on 11/20/13, a photograph from the delivery shows the table to be in good condition at that time.  The length of time between the tables delivery and when our customer states the table became damaged 1/2/14 is significant.  An inspection done on 1/31/14 found that the damages appear to be caused by chemical reactions, commonly associated with using cleaning products not intended for wood finishes.  Any cleaning product containing ammonia, found in glass cleaning products, would be capable of causing the damage our customer reported. We have no way to know what came into contact with our customers table while it was in her home but we do not feel these damages would have been caused by a manufacture defect, or during the delivery. We understand this is not the resolution our customer wants, but we will not replace or return the table.

Consumer Response: Complaint: ********

I am rejecting this response because: We absolutely did not use any chemical on the table, we also purchased a warranty which should have fixed it. The table was delivered with a damaged stretcher which was reported the day of delivery.  I find it odd that we we told the warranty covers everything and now excuses are being made. The damage to the table was discovered on Jan 2 and reported that day. They are not honoring the warranty we purchased and still have not fixed the damaged chair which they claimed they were responsible for when it was delivered. 

Regards,

**** ********

Business Response: We do not have record of being contacted about scratches on a chair at the time of delivery.  We do not feel these damages were caused by a manufacture defect, or during the delivery.  We decline, return, refund or replacement, of our customers table or chair.  We understand that this will not please our customer, but it is our decision.

The ******* Protection Plan is controlled by ******* ********* ******** ****) and their company is independently owned and operated.  We are unable to file a claim with *** on our customers behalf or make decisions for *** in regards to any claim filed.  *** can be contacted at ###-###-####, but their terms normally require a customer to explain how reported damages occurred.  Thank you.

Consumer Response: Complaint: ********

I am rejecting this response because: I did not say the chair was scratched the stretcher on the chair was damaged, and I'm not sure how you don't have record of that if you ordered the part for me so you can come repair it. The manager at the store in *** ******* ** ***** is fully aware. All my correspondence with them has been since the day of delivery. All I want is you to do what is right an honor the repair on the chair, the reason there isn't a record with the warranty company is because I was dealing with the store who by the way told us we were in the warranty period of the table with them. The store in *** ******* told us not to use the warranty and they would handle now we are 8 months later and now we are told we have to go through the warranty company. All this seems very underhanded. The manager **** *******, was the very first person we spoke to in person at the store. Then we were referred too ***** **** who also told me she would assist in getting my table repaired. For 8 months your employees have been telling me they would help and now it has come to this and we are told we are out of luck. We furnished our whole house with your product and this is how customers are treated. I feel any table should with stand products to clean it with, but the problem is I used absolutely nothing on it but a wet sponge. If I had used window cleaner I would still be arguing my point of how you make a dining table that can not be cleaned. Also at one point an appointment was made to come sand down the top layer of the table and repaint and seal it, no one ever showed up that day either. Why were attempts being made and now you say you can not do anything. I still have the stretcher in a box that your company ordered for me in November that still took 2 months to receive. This isn't a ploy to get a free table, this is us just trying to have a table that is not damaged. If I wanted a damaged table I could have saved my self $1500 and bought a cheap one on ********** and it probably would have been in better condition. I find it odd that all of a sudden there aren't any records of any type especially when I called about the table the day of delivery. 


Regards,

**** ********

Business Response: We apologize if we have miss understood the pervious message, that the issue with the chair was with the stretcher and not a scratch.  We do have record the issue reported with the chair stretcher, and replacement parts where ordered from the manufacture on 11/20/14, shipped on 12/30/14 and delivered on 1/7/14 per *** Ground Shipping.  If assistance is needed installing these parts or they were not received as reported we are happy to continue working with our customer to address the problem with the chair.

The state of the chair does not have barring on the damage to the table, found more then a month after delivery; we do not feel the table is damaged as a result of a manufacture materials defect and so we cannot file a claim under the manufacture warranty. We do not chose to repair, refund, or replace the table.

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were sold POOR quality furniture and can't get any help to resolve this.We purchased a sofa and over-sized chair, in January of 2013, 18 months ago, which we were told was "LEATHER"....and made in the USA.We had only TWO requirements for our furniture.... REAL leather and made in America. This furniture is NEITHER. We really loved the furniture. but after 18 months, the sofa is PEELING....which proves that it is NOT real leather. Secondly, we were told it was "made in America". When it began to peel, I contacted the store....they referred me to "customer care". I called them, SEVERAL times and was on hold from 6 minutes to 11 min without ever getting someone on the phone. FINALLY, after 17 minutes on hold, I get to speak to someone. I told her the problem I was having and because she had limited authority (understandably) she transferred me to her supervisor. Again, she was very nice, but would submit it to "corporate" and told me it could take up to 3 wks. She asked me to get the serial #, which was under the foot rest so, I took a picture the tag...the tag says "MADE IN CHINA"..... I want them to pick up the furniture and reimburse my money. But, can not get ANYONE to follow up withe me or do anything about. I went by the store today and spoke to the mgr. He really didn't act concerned....I am so FRUSTRATED...

Desired Settlement: I would like for them to pick up the furniture and reimburse all the money that I paid to them. I don't want either piece and do not want any more poor quality furniture from that store. I TRIED to get it resolved but it doesn't seem that anyone is concerned about resolving the issue. So, therefore, I would like them to PICK up the furniture and REFUND the total amount of the furniture, immediately. I no longer want it in my house.

Business Response: I have contacted our customer to discuses resolution.

Consumer Response: Better Business Bureau:

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

Regards,

**** ******

7/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Part of order delivered three weeks after order placed. Told by delivery person order was not complete! No call from company!!!! NO CALL from company till this date! Del date. June 19 2014.

Desired Settlement: We would like a call from the company to tell us the EXACT date the remaining pieces of furniture will be delivered. As above I have not received a call from any Ashley office dispute my filling a complaint on line to corp. Hdq.

Business Response: We have contacted our customer and are working toward resolution.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing you for your help because I have been proactively working to try to get my warranty reimbursement contract honored and Ashley Furniture is making it impossible. I went into their store location at **** ***** ********** ***** **** *** ******** ** ***** on Wednesday June 4th, 2014 and was ushered to speak with Ms. ****** ******** regarding the reimbursement on my warranty as per contract since I have waited the 5 year term of not using the warranty. She told me that she put in the request to the warranty manufacture, *******, and it take 24-48 hours to hear back and that she would call me when it goes through. I waited until Saturday 06/07/2014 to call to inquire since I had not heard back. She said she forgot to submit it and that she sent the request while on the phone with me so she'll call me back next week when she gets response. I called that following Wednesday and she said still no response, she will send it with urgency. I called back 3 days later again, and she said she cannot check because they are in process of getting new computer systems so try her again in 4 days. I called after 4 days and she said still nothing and that she will contact the manager and be in touch with me.In the meantime, I called another Ashley Furniture store and the lady who answered took my information and said she will send a request also. I called back to that store and again they are saying they haven't received a response. I called back to the original store after a few more days of no call back and they said ****** was on personal leave and they do not know when she'll return. So I asked the lady, who said her name was *********, if she could help me and I explained that I have been following up with ******* regarding the warranty reimbursement and she looked into it and said that they have not heard back from ******* yet and that she send them another request and to check back in a week. The most recent phone call I made to her was today, 07/08/2014, and when I asked her to check on my warranty reimbursement, she put me on hold, where I waited for over 30 mins, called back and then she hung up on me. At no time during this over a month long period of the run around was I at all anything but very patient and extremely courteous and still they are not willing to help me. I even contacted Ashley Furniture's corporate customer service via email from their webpage, explaining the attempts I've made in working with the store and they responded to please contact the store for help with the warranty, which is exactly what I've been doing and explained to them I was doing. It's as if they didn't even read my email. I have all of my paperwork and records to reference, and I would like some help to rectify the situation please. I am taken aback at the way they have treated me as I have been a good customer, with a consumer credit account with them in good standing, paid in full, and have been nothing but nice and I can't seem to get any help from them. Please help in making Ashley Furniture store honor their wriiten agreement with me. It's a nominal amount of $99.95, but it was sold to me with a promise of return if the warranty is unused, which it is, and they are not honoring their end of the agreement. Thank you very much for your time and help in this matter!

Desired Settlement: I would just like the $99.95 credit that I am supposed to receive as per warranty contract, please.

Business Response:

We have contacted our customer to work toward resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in this situation. I did receive a call from Ashley Furniture stating that they have resolved the issue and it is only because of your help that they did so. It is unfortunate that this company was uncooperative with me until you stepped in, so I am definitely thankful that the BBB is here to help the consumers. 


Regards,

***** ******

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture March 13, 2014, in the amount of 1,033.30 which included delivery fees. I was told that they would store the furniture for me until I moved to my new address. When I contacted them to schedule the delivery they changed the date twice because they didnt have the merchandise. On the day the furniture was delivered on 6/22/2014 @ 545pm the furniture was incorrect so I declined the merchandise. A rep contacted me and said that I would have to go to the location were the furniture was purchaed before they could make any changes. On 6/23/2014 I went into the location and they stated that there were several beds by that particular name"*******" and that the one I chose was more expensive so they needed me to pay 258.00 dollars more. I informed the store manager that this isnt good customer service because this was the companies fault, not mine. I was sold merchandise for one bed and received a totally different bed, manager **** ******* agreed with me but said he cant change the price, which he tried to make changes in the system but I would have to pay more. I asked for a refund because I believe that this was unfair, he says that I would only be able to get 905.67, and that they couldnt refund the 128.82(delivery fee). I informed him that if this is the way the do business I will not come back because this is very crazy. He informed me that he would contact the corporate office and someone would contact me within a day or two. I called back on 6/26/2014 and spoke with a store rep and she said the refund was in processing and should be back on my CC by Monday. I contacted the store again on 6/30/14 and spoke with ****, there was no refund being processed. Im very upset not only have I not received my money back but still no furniture and they didnt even try to make my situation a priority after 3 months.

Desired Settlement: I would at least like a apology and my full refund back.

Business Response:

We have contacted our customer to confirm resolution.

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Ashley Owners,I am writing to inform you that you have lost a valuable customer to your establishment. I am not sure that you care as I have called the Store Manager 3 times since my dreadful service.I purchased a complete sectional floor model and a dining room table, 4 chairs and a hutch 2 weeks ago and have had the worst EXPERIENCE OF MY LIFE. I understand your systems were in a conversion AFTER I completed my purchase of over $4,ooo however that does not excuse the terrible service I am experiencing. This may not seem like much money to you all but it means something to us.Here is my timeline of drama: 6/20 delivery scheduled for all furniture (except hutch) Actual result: received the sectional, 3 end tables NO recliner as I was told it was on backorder (which is impossinle since I purchased the floor model)! Additionally you delivered 4 chairs for the dining room but NO table???? I was told this would arrive Sunday between 10-1 6/22 at 3pm I still have not received the table or a phone call, THEN I am called to update me that Mondays delivery of the recliner is cancelled and moved to Thursday since the order did not arrive (again I purchase a floor model, how could it not arrive???). I never heard of a Monday delivery??? Additionally I asked why my table was not there and we waited for 6 hours and was told by a nice man named ****** that no table was sent because it was unavailable till JULY 17th. REALLY!!!!! I have called the customer service number and was told this is a store issue and they would have to help me. After calling your Katy store 5 times (no lie 2 for help and 3 times for Store manager) I was told I would get a return call and NEVER once did I get a call. This is unacceptable and I am appalled that your company thinks this is acceptable service?? The store manager received my messages I was assured by several associates and he did NOT call me.I finally told the last person to refund my entire bill and come get the few pieces you sent me as they are useless to my family and I. I was then told there are no refunds on floor models??? REALLY??? again I ask what part of customer service this describes. I would appreciate a call ASAP and a resolution by 10am Wednesday 6/25.******* and ****** ******* ###-###-####

Desired Settlement: I would like my furniture as promised from original delivery dates or a refund.

Business Response: We have contacted our customer to discus resolution.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Adjustable King Size bed from Ashley furniture in December 2013. I have been having problems since I purchased the bed. The bed is not a king size bed. I am a cancer patient. The orginal bed I put in layway in 2013, no longer was being made. So I was took this Legett and Platt bed. It was a less expensive than my original one. I complained to ******* ****** (supervisor of bedding)starting in December. I even sent pictures explaining the bed was shorter than normal. Explaining I am 5'3 in height and my feet is to the end of the bed. I called and left several messages and she did not return my calls. I then called the corporate office and someone from the corporate office call me back. They finally sent someone out in January to measure the bed and the man make the determination the bed was not the right size. He provide the information to Ashley and they sent me another bed. I was able to find out each store is individually owned. The bed is the same size. I contacted them again and told them. They seem to make me think I am crazy. I rested for some months because of my medical condition and also have migraine headaches. I called Legett and Platt @ ###-###-#### and was toldtheir King size bed is 78 length and 75 wideth. it is 2 queen size mattress extra long. My mattress is only 74 inches long (which is 4inches shorter).This is the problem with my mattress and it is too short. They are not providing customers with correct information and I feel it is false advertisement. I want a mattress the correct length of a king size bed. My queen size bed lengeth is 79 and the wideth is 59 so my queen size lengeth is longer than my adjustable bed.

Desired Settlement: I want a Adjustable king size bed that is the corrrect size

Business Response:

We are attempting to contact our customer to work toward resolution.

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a rug from here 10 weeks ago and it still has not arrived. I was told 3-4 weeks when I purchased it. I have been going back and forth with the store and their "Customer Service" 1-800 # for 6 weeks now and have gotten nowhere. Every time I call they tell me someone will call me back but they never do and I always have to end up calling them back. I have been told 5 different times that it will ship on a specific date and every time it does not. When I go into the store they tell me there is nothing they can do and they try to contact the 1-800 number as well and don't seem to get anywhere. I was actually called by a "Supervisor" at the 1-800 # 2 weeks ago on a Saturday and she left me a message that it had been shipped and I should have it within 7 business days. I then got a call the following Friday wanting to confirm my delivery for that Sunday from 11:30-2:30, which a confirmed. After spending my whole Sunday sitting at my home waiting for it to arrive, it never showed. When I called the customer service # I was told it must have been a mistake because rugs aren't delivered by them. I then called the store who told me it must have been a mistake in their system and they couldn't even tell me if it had actually shipped because the 1-800 # has to do that. I then called the customer service # on Monday and was told they had to email the merchandising girl to get tracking and would call me back. Of course they did not so I then had to call back Wednesday and asked to speak with the supervisor who had left me the message on that Saturday saying it had shipped. She then told me that she couldn't tell me for sure if it had but agreed with me that if it had shipped I would have already received it. The only girl in the whole company who can verify the shipment is supposedly out all week but the supervisor promised me she would get back with me within 24 hours with something. Well as I type this it has now been 28 hours later and nothing. This has been the worst experience of my life!!

Desired Settlement: I would like my rug NOW! I know that there are at least 2 stores in the ******* area that have them hanging up as samples and I have said that I would take one of those at a discounted rate at this point. I was told they could do it but then never heard back on a final answer. I then received the voice mail that mine had shipped so I never went forward with finding out if I can do this. So I either need my rug new, now, or I need to be given one of the samples at a discounted rate.

Business Response: We have contacted our customer to discus resolution.

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It may concern, I am a costumer, on June 4, 2014 my husband and I purchased a sets of furniture in Ashley Home Furniture Located at 4500 San Felipe, Houston TX 77027, the furnitures sets describe as follows: set of king bed, dresser, round table with four chairs, sofa, loveseat, two end table and a sofa table which all of these was promised to be delivered on June 14, 2014 but as what happened they only delivered portion of the furniture and the delivery people stated " oh the sofa and loveseat are back ordered" and we did not hear from the company until June 26, 2014 when we went back to the store and decided to just cancel the back order and told them also to cancel the four pieces accessories that goes with it. the receptionist instructed us to fill up some cancellation form , we also ask her that we wish to speak to the store manager but the manager was on a meeting at the time and told us to come back the next day so we did but the manager seems to be avoiding us he did not speak to us at all, on the same day that we were at the store somebody from the company came to our residence and tried to deliver the sofa and loveseat without calling or notifying us I find this very unprofessional way,they attempted twice to deliver without any communication, its very upsetting in our part, all we want now is to cancel that back order plus the accessories and protection plan that goes with it and be taken it off on our bill but the company is given us so much hard time to do that. at one time of our visit the lady receptionist gave us a website to file complaint but we did not get any response, we also tried to contact their corporate office but it seems like they were closed to any options to help us. we are left helpless with this company so we decided to bring it up to your attention and maybe you could help us. Please we are getting so stressed out about this, to this day we don't have chairs to sit in the living room but those tiny stools. PLEASE HELP US...

Desired Settlement: We prefer to cancel the back order and pick up the accessories that goes with it (coffee table two ends table sofa table) plus the protection plan for the loveseat and sofa we want it be taken off of our bill but we will keep the king bed dresser and the dining table since we already utilized them. this company do not communicate properly with the costumer and they are inefficient and not trustworthy its been traumatic experienced doing business with them.I hope we hear from you soon, thank you!

Business Response:

We where able to work out a resolution with our customer. Thank you!

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a mattress and adjustable base from ashley furniture on may 30, 2014. We received a delivery date for 19 days later. We patiently waited and received a phone call the the delivery would be pushed back another day. The day of the delivery, someone showed up and said that he had our furniture but not the correct hardware to assemble it. We talked to several people in customer service about when they would be by to assemble our furniture and did not get an answer. We have spoken with several people from customer service and the store manager where we purchased our bed. He said someone would be by on Sunday. We never got a phone call and no one ever came by. Spoke to two more people today that said someone would contact us and let us know when they would be by to assemble our bed, still no one has called. It has been almost a month since we bought our bed and no one seems to care about finishing the job and assembling our furniture. I have also sent several emails to the CEO, CFO, and regional manager and have gotten no response.

Desired Settlement: I want my furniture assembled ASAP and I want to know why ashley furniture can't be bothered to respond to customer emails or return phone calls.

Business Response: We have spoken with our customer to provide resolution.

7/9/2014 Problems with Product/Service
7/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On April 27th, 2014 we purchased a living room furniture set. We were told that the furniture would be delivered on Jun 7th, 2014. On May 28th we received a phone call from **** at ******. He stated the the sofas were on back-order and they would not be able to deliver them until June 21st. My husband then called the customer care number and spoke with ****** at extension ****. He told ****** we were not happy with delay and felt that we had been given the bait and switch. ****** stated that the sofas were delivered to the local warehouse damaged and new ones had to be ordered. This is not at all what the first person from ******, ****, stated. He said they were back-ordered. ****** then stated that she could refund the money paid for the furniture set since we did not wish to continue to wait. She stated the refund would take approximately 5 business days. It is now been 7 business days and we have not received the refund. My husband was also told that he would receive a follow up phone call from ******. We have not received any phone calls from her or anyone else at ******.

Desired Settlement: We want the refund that we were promised on June 3rd. We continue to be led along by ****** and we do not wish to continue to do business with such a dishonest company.

Business Response: We are attempting to reach our customer.  Saturday we were asked to call back today and today we have left a message.  We appreciate our customer's feedback and would be happy to speak with our customer. We can be reached directly at **************.  Thank you!

7/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello How are you?I wrote this email for Ashley Furniture. please read and help me pleaseHello How are you?This email for Vice President or ************* bought furniture from *********** ***** ***** ****** **** ******* ** ****** 06/07/2014 . Manager *** We make schedule on wednesday ( 06/11/2014 ) I took off and I didnt make any arrangment for my business . 6/10/2014 call center call me my delivery date is 6/12/2014 then l called Store (*********** ) I spoke to ******** ***( Store manager) she gave me promise and she Will try to make delivery tomorrow (wednesday ). She Will call me wednesday morning. She didnt call me wednesday morning. I called her 12 noon. She tell me she is gonna call me back .she call me 5 pm around she told me shen cannot make delivery today then we make schedule 6/13/2014 after 5 pm and she gave me discount ( delivery charge) . Today 6/12/2014 one gentelmen call me(**********) 10:31 AM he told me they are going to make delivery my staff. I told them my schedule tomorrow after 5 pm. He told me they already loaded truck they can come in 15-20 min if they are gonna unload somethings can broke . l ask them how many min take to unload meterials from truck to my home? He told me 15 min. l told him if it is taking like this time i am in the house 15 min. I went to house 10:50 Am then nobody came. l called *** *** **** this number and one lady asked delivery truck she told me truck didnt leave Warehouse .she was try to expalin me delivery time 9:00 am to 10:00 pm. then l decided to call Texas Manager I was talk to manager 38 min around . But nobody Show up. l told her l have to go back my job and l cannot take any off for tomorrow for reschedule I already took wednesday and thursday 2:30 min.she tell me they are gonna come 12:30 i told her if they willnot come what are we gonna do(because l have an appointment 1 pm. She told me we can look other option . I asked her what is other option she told me another day or for sure tonight delivery . l told her I have a meeting tonight I cannot cancel I have to work. He told me 15 min later i am gonna come he didnt come 1:30 min. l told her you guys hurt me my feelings l cannot trust you anymore. Please cancel this order. She told me okey and Sorry. We hang out phone. l just came home and I want to wtite this complaint. l hope it is gonna go to right hand.

Desired Settlement: They may pay time and my stressl am sitting emty house.

Business Response: We have contacted our customer to discus resolutions.

Consumer Response: Complaint:********

I am rejecting this response because:
We talk on the phone they are gonna give me some discount but they gave me some discount then they changed payment plan. l am rejecting their not acceptable offer.
Regards,

****** ******

Business Response:

We appreciate our customer’s feedback. We are declining our customer's original request to be paid for his time and stress. Discounts we choose to offer on future sales are determined by current promotions and what is being purchased.  Payment terms are determined by the financing company selected at the time of purchase, by the customer and that financer’s qualifications. Thank you!

Consumer Response: Complaint:********

I am rejecting this response because:

I am rejecting this response because:This is not true. When l bought before 18 month. l was thinking they are going to give me the same . They give me discount but not the same payment term(orginally they are not giving me discount) . l am tired of this . l want to they come and take their stuff(all of them not used). 
my feelings so for them. They destroy my last 3 weeks. l dont Want their staff l dont Want lose my time anymore. l dont Want to hear any Ashley furniture in my life. lt easy and simple : they can take  their furniture. 

Thank you very much


Regards,

****** ******

Business Response:

We appreciate our customers feedback. We have chosen to decline our customers request to return his purchase. We understand this is not the resolution our customer wants, but this is our decision. Thank you.

Consumer Response: Complaint:********

I am rejecting this response because:



l am serious return all your. Staff . l don't need your discount or next purchase discount whatever l don't want this products please come and take it back or l will bring back . l really don't want this . l don't need it . l am giving them discount please money back. You have 150 dollars discount . 
but take your staff from my house. 


****** ******

6/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: we order almost $3000 dollars 6 weeks ago. 3 times have had problems with the order being delivered they keep saying the shipment orders here but not going out the day they tell me. I have missed 2 days of work already now they are saying not until 10.45pm at night. my baby girls are sleeping on a floor for the past 6 weeks cause of this company and keep lieing about the delivery dates and me taking of work loosing money for them to reroute another day. very dis satisfied will goto another company after this. spent over $10 k with this store and they can charge my card that day but 2 month later still no furniture.

Desired Settlement: refund the delivery charges and set up charges and in store credit of $500 for lost wages.

Business Response: We have contacted our customer to discus resolution.

6/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased living and bedroom furniture on May 3rd. The delivery was scheduled for May 13th, but we were contacted by Ashley informing us that everything could be delivered on May 8th. This seemed to be great news, but when the truck arrived, problems began. The delivery personnel damaged our front door and trim. In doing so, they damaged a dresser. They knew they had done this and were talking about it in spanish, but didn't tell us about it. They also didn't include the mattress for the bed in the delivery. We went back and forth with cus***er service with each representative having a different reason for why the mattress wasn't there. Ultimately, we had to wait until May 13th for the mattress to be delivered when it was promised earlier. Then began the process of getting the furniture repaired and our home repaired. I was asked to get quotes for the home repairs and submitted those today, 6/13. We'll see how that goes. I also have a re-scheduled appointment today (6/13) to repair the dresser that was damaged. It was originally scheduled for 5/24, but no one called or showed up. I found out it was deleted because "the system doesn't let us have a furniture repair and home repair for the same account." Finally, on June 1st, we were in our living room looking for missing legos. We pulled apart the couch cushions of our "new" couch only to discover a large amount of crumbs and a candy wrapper. This was shocking to us since we hadn't eaten in there and the crumbs were from food that we don't have in the house due to food allergies. I called the next morning to see why no one had shown up to fix our dresser and why Ashley had delivered a used couch packaged as a new one. I spoke with ***** who seemed genuinely concerned about the couch and rescheduled the dresser repair. She instructed me to e-mail her with details and photos which I did. I also CC'd the manager (***) at the Spring store and the other representatives from previous e-mails. There has been no response from Ashley so far.

Desired Settlement: I have repeatedly requested that the delivery charge be refunded. I would also like the used living room set that was sold to us as new replaced.I would like to be provided a refund to reimburse me for the hours of time spent handling this problem with Ashley. They have been very unresponsive and unwilling to make things right. Most communication is initiated by me and the representatives I have spoken with do not seem to have the authority to make meaningful decisions to resolve the matter

Business Response: We have contacted our cus***er to discus resolutions.

6/30/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service | Complaint Details Unavailable
6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought over $3000 worth of furniture from the ****** store, including a sofa, two chairs, a coffee table, end table, sofa table and dining table. I ended up having to take the floor model of the dining table I wanted because they'd discontinued it (unbeknownst to the salesperson). They made me a good deal and set up my delivery.I got a call a few days before the scheduled delivery advising the sofa was now on back order for 5 weeks, but that everything else was in stock. I visited the store manager, ****, who gave me the option of taking the floor model sofa (no discount as I was told I was lucky to get it as there were over 50 other orders on this sofa that weren't being fulfilled). I'm also told at that time that one of my chairs was also on back order so I would need to take that floor model as well. Since I'd sold my other furniture already in anticipation of my delivery, I accepted. **** verified that all other pieces were in stock and would be delivered.On my delivery day, my coffee table is not on the truck. I'm informed that it's on back order. I call the store and leave a detailed message for **** and never receive a call back. I never get a call or any other information on the status of my coffee table so a week later I call the customer service line. It takes several calls to finally get a person on the line. I learn during the call that the table is in stock, but no one has contacted me to set up delivery. I don't understand why no one returned my call, why no one informed me that I could set up delivery (I had to chase it down) and why they are unable to keep their inventory straight. I'm disappointed that I have to sacrifice another day to wait for their delivery men (who scratched my newly refinished hardwood floors during the first delivery despite being told not to push furniture on the floor).I regret buying my furniture from Ashley Furniture. It's taken weeks and my order is still not complete and half of what I bought is "used".

Desired Settlement: Discount for inconvenience (multiple times) and for compensation for floor model sofa and chair.

Business Response: We will attempt to reach our customer and reply once we have an update.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a *** mattress from them and drove from ****** to *** ********* to pick it up.while the employees loaded the mattress, they shoved it in forcing it to fit. When we arrived home and proceeded to unload the mattress we discovered that it was torn. Immediately we contact the store and they said we could return it that same day, unfortunately we had company in town and could not. The lady I spoke to informed me that the switch for the mattress shouldn't be a problem and to call customer service the next day. She informed us it would be okay to remove the mattress from the package. The following day we called and spoke to someone else, she informed us to email a photo and they would send someone out to look at it. The guy came to look at it, which took 5 minutes and went on his way. We later received a phone call informing us that they would not replace the mattress and that it was our fault. We could not believe the decision. First we are told we can switch it out no problem, and then it's our fault? Also, because of this we found out are 20 year warranty is no longer valid either. I mean what kind of business is this? What happened to the customer being right? We will never do business or recommend this company to anyone.

Desired Settlement: We would like them to replace the mattress that their employees damaged, honor our 20 year warranty, and apology for the situation.

Business Response: We have spoken with our customer on multiple occasions. We have attempted to reach our customer again but have only had an opportunity to leave messages. The merchandise was signed for as in good condition when picked up, our customer is responsible for the transport of their merchandise. We will not authorize the replacement of the mattress or its return. 

Consumer Response: Complaint: ********

I am rejecting this response because: Yes, you did speak to us during the entire process but we did not load the mattress, your workers did and because the way they handled it, that is why the damage occurred. We only discoverd the damage when we got home, and immediately called. And what I don't understand is why were we told by someone to just come back right away and switch it out? The torn part didn't matter then, but now its our fault? This does not make any sense. Also, the people in customer service were very friendly and made us feel like this would be something that would be easily exchanged, and in the end even told us they were surprise by the result. The last phone call we received from Ashley Furniture was a survey spokes person (on June 9) and we voiced our concern and she was going to look into it. She too said she would get back to us in a week, and well that didn't happen either. So do not try to say you have left messages because that is not the truth.

Regards,

**** ****

Business Response:

We recently attempted to contact our customer on 6/16/14 and again today 6/20/14, messages where left on both occasions with our contact information. We are happy to speak with our customer again if they wish to contact us. We can be reached at ###-###-####.  It is our position that the merchandise was released in good condition.  We understand that our customer is unhappy with the decision to not replace or return the mattress, but this is our determination based on the facts we have available.

Consumer Response: Complaint: ********

I am rejecting this response because: they are liars! I have never made complaints against anything before and am a hardworking America. I am really appalled at this company. They make promises and blame the customer. They never contacted me, so I'm not sure what number they have been calling! They allow a 2 minute inspection by a guy who would doesn't say much and leaves by saying you should be good and then blames us. I want this company to know they lost my business and that I will let others know what fake friendly liars they are! 

Regards,
**** ****

6/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I called the ******* ** store asking about if my furniture would be covered because we moved it and it split and they stated YES, they even told me they would fix it if it chipped,if the dog pissed on it, if my child damaged it, etc. So they gave me a number to call to file a claim. When I do I was told it was not covered because of it being moved? So I cannot move my furniture without it breaking in the household and it is not covered!?! So you screw me out of an additional $229.95 for a protection plan that you refuse to fix because it got moved? Ridiculous! Either come fix my furniture which is 3 very small areas the rest of the furniture is fine of the whole set that I spent $2,335.28 there is no reason you cannot fix my furniture after how much I spent there or refund me my full amount of my protection plan that is absolute crap and will not cover anything. You falsely advertised and falsely misled me in purchasing this protection plan and therefore not holding up your end.

Desired Settlement: Either refund me my protection plan of $229.95 or come fix my furniture as I had purchased! It is splitting and not made very well! Its that bi-particle CRAP you sell very expensive!!!!!

Business Response: We will attempt to reach our customer and reply once we have an update.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. They have came out to fix my furniture. Thank you. 

Regards,

******** ******

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/2/2014, I paid in full $2531.96 for a 4 piece Ashley sectional RAF wedge, armless chair, Power wall Recliner, and Double Recliner Power Console Loveseat. On the day of the sale, I was told the delivery was going to be made on 5/13/2014. The Contract has a Delivery Policy to contact me within 72 hours prior to delivery to provide me with a 3 hour time frame of when my delivery will occur. I was contacted on the day of delivery, 5/13/2014, and told that all of the pieces would not be delivered. I asked them to deliver what they had (the RAF wedge and armless chair), and was told the rest would be delivered on 5/20. On 5/20, I called customer care for the Ashley HomeStore I purchased from at ***** ********** **** ******* *** *** ****** ************ and said no one had called to inform me when my delivery would be made that day. I was then informed the pieces wouldn't be ready until 5/27. The matter was escalated to a Manager, and then was told the delivery of both remaining pieces (Power wall Recliner, Double Recliner Power Console Loveseat) would be made on 5/21. On 5/21, I was called and told only 1 piece (Double Recliner Power Console Loveseat) would be delivered and the last piece would be made on 5/22. After the Double Recliner Power Console Loveseat was delivered, it was not working properly. The heat in both seats was not working. The refund policy states if for any reason I wish to cancel an order then I can do so within 48 hours and be issued a full refund. If I wish to cancel after 48 hours, then I have to reselect another item equal to or greater than the original purchase price. I don't want to buy anything from Ashley after this experience. Nothing was delivered to me when it was supposed to be delivered, and then it wasn't working properly when it was delivered. They refuse to issue a refund and refer to the contract agreement.

Desired Settlement: Nothing was delivered to me when it was supposed to be delivered, and then it wasn't working properly when it was delivered. They refuse to issue a refund and refer to the contract agreement. For the price that I paid for 1 Ashley furniture sectional couch that wasn't delivered on time or working properly, then I would rather take my full refund and buy furniture from a competitor like Rooms to Go.

Business Response: We have made multiple attempts to reach our customer, but have had no response.  We appreciate this valuable feed back, would like to work toward resolution.  We can also be reached directly at ***************  Thank you!

Consumer Response: Complaint: ********

I am rejecting this response because they have not made multiple attempts to contact me.  The only thing they have done since I made the complaint is contact me within 72 days of delivery, which is what they are supposed to do according to their own contract.  After almost 1 month, the final piece to a 4 piece sectional couch is going to be delivered on Saturday 5/31 when everything was supposed to be delivered completely and in full working order on Tuesday, May 13th.  On Saturday, 5/31, they are also sending a technician to fix, or look into fixing a key feature of the sectional couch that is not working.
 
Regards,

***** ******

Business Response: We have attempted to reach our customer on 5/27/14 at approx. 7:33PM and left a message at that time with our contact information.  We called and left a second message on 5/30/14 at approx. 11:25AM and left a second message with our contact information again, offering assistance.  We greatly appreciate our customer’s feedback and want to help. We can be reached directly at *************** Thank you!

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about 3/21, my husband Kenny and I bought a living room set from sales representative ***** ********* at Ashley Furniture, **** **** *** At the time, Ashley Furniture was offering a 15% discount as well as we are military so ***** offered an additional 2% off for a total of 17% off. The only issue in the purchase was; we needed a sleeper sofa. We had guests coming into town on March 30th. He was unable to have the sleeper sofa built in time. We agreed to make other sleeping arraignments for our guests, but my 93 year old grandma would be in town on 5/1 and it was an absolute must to have a downstairs sleeping arraignment for her. The final agreement on that day when we agreed to purchase the living room set was, all the furniture (love seat, chair, end tables, coffee table, 2 lamps and an entertainment center) would be delivered on 3/27 and the sleeper sofa would be there on 4/8. Due to having to do two shipments ***** had the second delivery fee waived. 3/27- The furniture was delivered and there were no issues. 4/8- at 8:45 am I get a call from the warehouse, the sleeper sofa is broken and they will have one delivered on 5/9. I explained that, that was unacceptable; I had to have it before May 1. She said the delivery was scheduled for May 9th and if I had an issue I needed to speak to my sales rep at the store. I called the store and they didn't open until 10 At 10:00 I called the store and there was no answer. I then called the cell phone number on ******* business card. I left a message explaining who I was and the issue. About an hour later I get a call back from ******* cell number. He starts off by saying “Who’s this?” I explained who I was and why I was calling. He seemed much inconvenienced by my phone call. I asked him “Am I bothering you”. He said no and that he would contact the store and call me right back. I waited until 5:00 and then called the store. It turned out ***** wasn't working that day. However, he still said he would call me back so I called his cell phone number. He picked up the phone and realized it was me and he hung up. I waited for him to call me back thinking it was an accident. NO return phone call. 4/9- Called Ashley at 10:00 am to talk to *****. He wasn't coming in until 1:00. I left a message that it was urgent that he call me. NO PHONE CALL BACK. 4/10- I still have not received a phone call. I called and asked for a manager. They transferred me to a manager; I believe his name was ***. I told him the situation and he seemed very understanding of the situation and really wanted to help. There was only so much he could do so he transferred me to the sales manager******. After a very long day and exhausting amount of phone calls and work around ****** came up with a plan. On 4/11 Ashley would deliver a loaner sofa that matches the set I bought. Therefore I could have the house warming party the following day. Then on 4/25 they would have a loaner sleeper sofa delivered. The sleeper sofa did not match, but looked nice enough with the existing furniture. 4/11- Loaner sofa was delivered without any issues. 4/25- My husband and I took turns waiting at the house, NO SLEEPER SOFA WAS DELIVERED! I called the store and asked customer service to look up if I was even scheduled for delivery, she said NO! She asked if I wanted to be transferred to another number. I said no, I want to talk to the MANAGER ******. She kind of giggled and said “****** isn't a manager”… hmmmmm very interesting since I asked to only deal with managers and was told he was one. I’m now on the phone with ****** and he says he has no idea what happened to that delivery. That sofa that would've looked ‘nice enough’ with my existing furniture was no longer available. His only other option was one that would've been great with a living room with a brown base, but my set was all grays and black, with an accent red, plus the fabric clashes with the fabric of my choice. I said no way! If by some chance one of my 4 kids or my two dogs did something to the eyesore of a sleeper sofa, we’d be stuck with it forever! No thanks! 4/25 cont- I called multiple other furniture companies. All of which said they could get an entire living room set, including a sleeper sofa, before 5/1 when my 93 year old grandma would be here. 4/26- I went to look at one of the living room sets from another company. I would have the entire set delivered by Monday 4/28 and at half the price!!! 4/26 cont- I text ****** and asked for him to arrange a pick up and complete return of everything I purchased from Ashley. His response was “I’ll have someone call you” that was at 2:00 pm. At 8:50 pm I text ****** telling him I have not received a phone call yet. ****** text back and said, they've called you twice and there was no answer. This was 100% not true! I did not receive any phone calls and did not have any messages. I also checked my husband’s phone and same for him. ****** said he can only go by what he was told. 4/27- I text ****** and said I have not received a phone call yet. NO RESPONSE! 4/28- NO PHONE CALL from Ashley Furniture or Management staff 4/29- NO PHONE CALL 4/30-NO PHONE CALL 5/1- NO PHONE CALL (Grandma is already here and is having to walk up and down the stairs to sleep in my daughters bed. My daughter is on the floor of her brother’s room.) 5/2- NO PHONE CALL 5/3- NO PHONE CALL 5/4-NO PHONE CALL 5/5- NO PHONE CALL 5/6-NO PHONE CALL 5/7-NO PHONE CALL 5/8- NO PHONE CALL, but at this point the sleeper sofa is to be delivered tomorrow, right?(refer back to April 8) Now I’m waiting for a whole new phone call, the one to confirm delivery for 5/9. There was no confirmation call! I text ****** at 5:36 pm to find out what is going on. He said his mom passed away and prior to leaving he talked to *****, the office manager and *****, the customer service manager and he’s surprised they have not called. ****** had been back to work since the 7th and also did not follow up with me. 5/9- 5:40 pm I get a text from ****** saying that ***** **** is going to call me. ***** calls me about 10 minutes later. He says, “I’m going to make this right Mrs. ******. ****** sent you to me because I’m true to my word and I will ALWAYS call you back”. I said OK *****, when can you get me the sleeper sofa I ordered? The new delivery date is JUNE 3rd!!! ***** was going to make this right and would call me the following day. 5/10- 7:53 pm I get a return phone call from *****. He was so excited to offer me $150 off my purchase and he’s already applied it to my GE card. What!?!? I told him $150 didn’t even cover the hours spent on the phone, waiting for deliveries and the topper, the bad service I have received! I told him that was incredibly insulting! ***** explained that since I received 17% off my purchase, as well as, multiple waived delivery charges I don’t qualify for any additional money off. *** I feel that up to this point I have been extremely patient and as understanding as possible, but NO WAY!!!*** I explained to ***** in a very stern, but professional manner that because I was ‘OFFERED 17%’ to purchase the set and Ashley could not get me everything in one delivery now those are being held against me as well? So, for example, if a customer purchases a living room set and pays $4000 has a couple issues could potentially receive $800 in compensation. However, when I purchased that same living room set during a sale of 15% off then my husband is wounded warrior so we get an additional 2% to add to that the furniture couldn’t come in one order so then some waived delivery fees, I get $150 offered to me. After all that we have put up with? 5/10 cont- I told *****, no. I asked him to talk with his manager and make this right. He said he would call me back on Monday 5/12. I asked him not to call me on Sunday since it was Mothers Day and I needed a day off from dealing with this mess. I also explained I am done making phone calls and initiating the text. He needs to be the one to call me and take some initiative. ***Up to this point I have never asked for any monetary compensation, just the sleeper sofa I ordered*** 5/12- NO PHONE CALL!!! 5/13- NO PHONE CALL!!! 5/14- 2:15pm ***** finally calls. Some excuse about not coming into work on Monday and still no response from corporate… 5/15 6:15 pm ***** calls back to share that corporate has agreed to give us an additional $180 off. That totals $330 dollars. I told ***** that I was still not satisfied and I would like corporate phone number or email so I could share my experience and that maybe somehow Ashley Furniture can rectify this situation. ***** said no problem and that he would have ****** text me. *I also received my monthly GE statement to find that we have been charged for the loaner sofa! Not at any point was any charges discussed. ***** explained that it’s a temporary charge and will come off when they get they come pick up their sofa. I explained to him that my payment went from $87 to $107 so I am paying for it! 5/16-NO TEXT OR PHONE CALL 5/17- NO TEXT OR PHONE CALL 5/18- NO TEXT OR PHONE CALL 5/19- NO TEXT OR PHONE CALL 5/20- NO TEXT OR PHONE CALL 5/21- Current day… as of 6:30 pm still no text or phone call.

Desired Settlement: I still do not have the sleeper sofa I ordered. I would still like to arrange for a pickup of all the purchased furniture and receive a full refund.

Business Response: We have contacted our customer to discus resolutions.

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company began buy lying about delivery options in order to make the sale. After the delivery date was scheduled, I was promised a phone call 3 days prior to define the time. I did not receive such a call. I began making calls and was finally given a three hour window for delivery which was not kept. On the delivery date, I made multiple calls to Ashley to locate the driver (supposedly a "...professional...in Ashleys own fleet of trucks..." This driver never called me. When the deliverymen arrived late, they were a distinctly unsavory-looking group of non-uniformed men who proceeded to bump and bounce my new furniture up my stairs, damaging all the new furniture as well as my walls, doorjambs and carpeting. This was immediately reported to Ashley and it took 2 weeks and multiple calls for them to commit to a repairmen coming out. That repairman was to have been here 3 weeks ago and has yet to show up. I've made repeated calls to the store, the "customer service" line, sent e-mails as well as posts on the company's Facebook and they have done nothing. I've paid over $4200 cash for furniture which is worthless and have suffered damage to my home, hours of lost time from work and years off my life because of this.

Desired Settlement: I want my furniture & other damaged property immediately repaired/restored to their original condition at a time that is convenient to me (either a weekend day or a Wed afternoon). I do not want to be held hostage again for hours on end waiting for late or non-arriving personnel and I do not want further damage to my property in the process.

Business Response: We are attempting to reach our customer to discus resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me, if their proposed repair ties place appropriately and at the appointed time.

Regards,

***** ******

Consumer Response: Complaint:*******

I am rejecting this response because:

I have an "open" complaint with this company which thy promised to resolve today. They have lied again. They are listed as a "Titanium Sponser" on your website, which is VERY unsettling. I have no way to retrieve my previous complaint references, but hope that your are able to with the given information.This deceptive company promised to come to my home today to repair my furniture, which was damaged upon receipt. They already had complete descriptions and multiple photos of the damage, yet all the "craftsman" who came to my home did was take photos. He had no intention of repairing or replacing any items/damage. As stated in the "offered resolution" mediated by the BBB, I agreed to accept the terms of the company's offer to repair or replace my furniture - they have done neither.


Deliver to my home, at MY convenience, new, mint-condition furnishings as I originally ordered, or refund my money AND reimburse me for time spent dealing with this issue, time & money to be spent shopping for, buying, and awaiting delivery of my new furniture.This is much cheaper than a claim litigated under the deceptive fair trade practices act, as well as others.



Regards,

***** ******

Business Response:

We have been unable to reach our customer after leaving multiple messages.

Consumer Response: Complaint:*******

I am rejecting this response because:  I have attempted to contact "*****" @ Ashley multiple times and he refuses to return my call during times that I am available.  I am a nurse and cannot be attached to a cell phone during business hours.  I am available by phone only during my lunch hour (noon-1:00, M, Tu, Th & Fri), all Wed after noon and on weekends.  ***** is fully aware of my schedule.  I completely reject this claim of having attempted to contact me, as it is totally misleading, without merit and certainly not in good faith.

Regards,

***** ******

Business Response: We did not have our customer’s personal work schedule recorded in that detail.  In an attempt to circumvent our difficulty reaching our customer by phone we have also employed the use of email on 4/11, 4/28 and again today on 5/9. We have offered a resolution in this email if our customer is willing to accept or respond to us in writing. We hope this helps. Thank you!

Consumer Response: Complaint: *******

I am rejecting this response because:
The "natural imperfections" include obvious tears AFTER the dye process and the loveseats are already breaking down with relatively little use.  Additionally, the stained headboard is not even addressed.  I have owned leather furnishings, clothes and car upholstery and understand that natural variations exist, but these are man-made rips, scratches and stains.  Repair, replacement or refund are the only options that are acceptable.
Regards,

***** ******

Business Response: We are interested in working toward a resolution; however our customer has contacted us and stated that we should not contact her unless it is to give her exactly what she has asked for.  On 4/26/14 *** ********* ********, a third party company who profits more by finding things to repair and more work to complete, reported that there is no defects on the furniture, and that our customer is seeing natural scaring and imperfections which are normal to leather.  He was also unable to find a “stain” on the headboard.  Based on this information there does not appear to be any thing to repair.  We feel that exchanging her furniture will not resolve her concerns, as we have no reason to believe that ordering leather replacement furniture would also contain scaring and natural imperfections which are part of what makes each leather furniture item unique.  We understand our customer does not appreciate her furniture's appearance which is why we have made other offers.  If the headboard is genuinely stained we would like to know and would be willing to accept photos from our customer to show the damages as *** ********* ******** was unable to find this claimed damage.  We have also attempted to reach our customer through email as documented in the previous post, but have had no response.  We do not find that a return and refund is a reasonable resolution, we understand this is not what our customer has asked for, but it is our decision. Thank you!

Consumer Response: Complaint: *******

I am rejecting this response because: "There IS no defects!?"  The most recent statement from Ashely is as true as it is well written - not at all.  The "repairman" stated clearly that he saw the stain on the headboard as well as scratches in the leather made AFTER the dying process.  I also have sent photos showing CLEARLY that there is damage to the loveseats as well as the headboard.  This is simply the MO of Ashley - attempt to wear down the customer until they just give up.  Forget Karma, Ashley Furniture, the only thing you will understand is negative media coverage and litigation.  Welcome to both.

Regards,

***** ******

Consumer Response:

Better Business Bureau:

I would like to reject the offer of Mediation for complaint ID *******.  I have retained legal counsel.  Thank you for your time.  Ashley Furniture's "Sponsorship" of BBB will be noted.

Regards,

***** ******

5/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is such a long ordeal and I am extremely exhausted dealing with this. It has caused me headaches and stomach aches. Besides making our selection everything else went wrong. My husband and I went to the ************ location on 4/6/14. We made our selection. I picked out a dark brown sectional. I wanted my husband to pick out a recliner that made him feel good since he works very hard and very long hours. He decided to go with the Matinee-Eclipse recliner, (eclipse is the color black). The salesman made a comment that it would not go with the sofa but I replied we will make it work since that was the one my husband really wanted. When the salesman entered in the order he confirmed several times that we wanted the black one. He then informed us that the 1st date that our items would be in stock was Friday, April 25. We asked if they delivered Sundays or Mondays, (since those are our days off). We were told no. We agreed to 4/25, which was the 1st available date it would be in stock. We informed the salesman that they would needed to call my cell # for delivery and he noted it on the account. I did not get any calls to notify me of the deliver but he did. 1st he got an automated call confirming delivery on the 25th then a call from a female stating that they had to reschedule to Sunday the 27th. This was very short notice. My husband and I both took off of work and lost pay for that day. At that time we knew it was off to a bad start. My husband wanted to cancel the whole order. We were offered a $50 gift card to use at the store, (which will not happen). When we told customer service this they waived the delivery fee. Fine but between the both of us we lost out over $400 from our clients. We had no choice but to rearrange our plans for Sunday. Shortly after the items were delivered and we put the pillows on the sectional together, my husband noticed that the recliner was not the same and that it was broken, (the foot part on the chair). WE HAD BEEN DELIVERED A WRONG, BROKEN CHAIR. We waited 3 weeks for this. We started with the phone calls that night. Getting the chair corrected was obstacle. Longer story short, we were told we would have to pay the difference but the salesman had confirmed that the chair on the sales floor had the same model # as the one we ordered and the one that was delivered, but in fact it was not. This problem went on for days. I was told by 3 different people that they would call me back but of course they never did. I had to call them back. One person I was told wouldn't be back for a week. I had literally been on the phone everyday for over 2.5 hours, all kidding aside. I have phone records to show it. Time is valuable. We finally got the issue resolved. Someone from the store discovered that there was a problem with the sign. We agreed to have item delivered 5/7 and I told him they would need to call my # for delivery,(on the original order they were to call my # as well but failed to) that is what happened again this time. My husband got 3 voicemails with a recording that had the time cut off each time but said if this time does not work hit a key. (Note: My husband can not answer his phone at work.) So when he called to verify, he was told 12pm-3pm. I again took another day off. At 4pm I had not heard anything yet. I called customer service and was told we were taking off the route because we didn't confirm delivery call even though he called to verify. I can not continue to lose pay by taking time off. I was told when I called that my cell # was not on file but it was now put in as the primary so there would not be anymore problems with the calls. I left a message to let my husband know what happened. Later he called and was told false information. he was told that they called my # but mail box was full. This was not true because my phone # had just been added. He was told basically that we were stuck with the furniture even thought the store failed to keep their part of the deal. My husband them conference me in I with a rep. We discussed that it would be very hard to take off any other days. We were then told that they could deliver it on May 19, which would be over 6 weeks from original order. We were rescheduled for 5/10 even though we informed rep that this would almost impossible to do but he said we could keep changing the date. The call ended with him promising to call us back the next day, after he talked to his manager to see if there was anything else they could do. Of course he did not call us back. I had to call back to be told by another rep that he noted that there is nothing else they could do. I was informed by this rep at there was another department that deals with escalated issues but they had to go through BBB first. A manager came online and tried to get delivery set for as late as possible but was unsuccessful. This last call was an hour long. I had asked for a full return and refund since they did not hold up to there part of the agreement. We like our selection and spent a lot of time picking if out but it's the company that we are not happy with. At this point we NO LONGER WANT ANY PART OF THE FUNITURE. We want it picked up with no problems

Desired Settlement: Pick up, return and refund complete order. Only way we would keep it is if they discounted it for days lost.

Business Response: Delivery was completed on 5/10/14. We are attempting to reach our customer to confirm and discus resolution.

Consumer Response: Better Business Bureau:


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


Regards,


****** ******** *****

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 26, 2014, my husband and I purchased a dining set from Ashley Furniture. When the set was delivered, the table and 2 of the chairs were in defective condition. Today, they replaced 2 of the chairs which were in good condition. However, the table they delivered was in unacceptable condition. In the first case, they attempted to persuade us to accept the defective merchandise. We believe that the fault lies with the individuals assembling the furniture and not enacting any quality control protocols before loading the furniture on the truck for delivery.

Desired Settlement: We simply want a dining table in good condition in a timely manner without the hassle.

Business Response: Delivery was completed on 5/13. We have left messages to reach our customer so that we can confirm this resolution.

Consumer Response: Better Business Bureau:

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

Regards,

**** *****

5/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a chair and paid with our VISA card. We were going to pick it up to save $69 for a delivery fee. My husband went to pick it up the next day. They gave us the wrong chair. When we called them they said it was the chair we bought. We argued and they decided we were correct. When we offered to return the chair and pick up the correct chair, we were told the correct chair was not there. My husband asked if they could pick up the wrong chair and deliver the correct chair since we lived so far. No they could not. The chair would not be there for us to pick for two weeks. When we asked why, we were told the chair was not made yet. Then were were told the chair had been reserved for another customer. We should return the chair and our chair would be ready in two weeks. When we told them we wanted a refund, they said they could pick up the wrong chair and deliver the correct chair in two weeks. We had company from out of town coming so we wanted the chair for this weekend. When we purchased the chair, there was never anything mentioned about the chair not being available. We will return the incorrect chair today and get a refund. Very disappointing transaction.

Desired Settlement: I would like the correct chair delivered before this weekend at no cost to us.

Business Response: We have contacted our customer to discus resolution.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the dining table in Jan,14. It was suddenly broken-down into two pieces when we had family lunch yesterday on 4/27!! I called the store at ***** **** and was told it can only be handled via customer care office which was closed on Sunday. I called in this morning at ************* and explained the issue with customer service rep. and their supervisor/manager. They said similar complains with other customers happened before. It seems to me this issue is very common, no surprise to them at all. They said I have used this table over 90 days so no refund can be offered. They can either do exchange or fix-up the broke one. How can we keep this table (even a new-replaced one) and know it will fall down someday? How can I trust them again who have been carrying such bad quality furniture to their customers? We were lucky that no one got hurts yesterday, what if we offered any hot plates on the table, our young kids might got injures. It was crazy and unacceptable!

Desired Settlement: I want a full refund for the purchasing transaction. Their customer services should be more helpful/respectful to their customers. They said we owned this table over 90 days something happened down the road. Shouldn't the company feel sorry for their bad quality products. No customer deserves for a broken table, just because they used for three months.

Business Response: We have contacted our customer to discuss resolution.

5/12/2014 Problems with Product/Service
5/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: List of Complaints:Wait Time at Pick up Center Exceeded 1 Hour After we Called Ahead to Confirm Pick Up TimeQuoted 30 Minutes upon Arrival and Given Number, Number was Never CalledDamage to Product Chipped Paint on