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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 16 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 322 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

322 complaints closed with BBB in last 3 years | 134 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 20
Billing/Collection Issues 9
Delivery Issues 66
Guarantee/Warranty Issues 26
Problems with Product/Service 201
Total Closed Complaints 322

Customer Reviews Summary Read customer reviews

1 Customer Review on Ashley Furniture Homestore
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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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
Mr. Ron Craig, Sr. Executive Account Manager Ms. Maryjane Fanizzi Jamie Schuetz, Esc Mgr
Contact Information
Principal: Mr. Ron Craig, Sr. Executive Account Manager
Customer Contact: Jamie Schuetz, Esc Mgr
Business Category

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

Alternate Business Names
Hill Country Furniture Partners Houston Furniture Partners

Additional Locations

  • 12493 Ih 10 W

    San Antonio, TX 78230

  • 1431 Fm 1101

    New Braunfels, TX 78130 (210) 667-5533 (830) 515-1333 (830) 515-1326 (830) 515-1365

  • 15424 Fm 1825

    Pflugerville, TX 78660 (512) 519-3000

  • 7010 S Zarzamora St

    San Antonio, TX 78224 (210) 249-3400

  • 7919 Pat Booker Rd

    Live Oak, TX 78233 (512) 990-5111

  • 9900 S Ih 35 Ste C

    Austin, TX 78748 (210) 630-4700

  • 1
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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (210) 667-5533(Phone)
  • (830) 515-1326(Phone)
  • (830) 515-1333(Phone)
  • (830) 515-1365(Phone)
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Complaint Detail(s)

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 


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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service
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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,


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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 BaseCracked Drawer that had to be ReplacedMissing PartsAttachment Parts for LegsSupport Piece for Center of DresserRepair PersonnelCame Without Missing Pieces and Reported Not Knowing about IssuesThe complaint list above involves the purchase of a white dresser on Saturday, April 26th. We purchased the product early in the afternoon and agreed to go pick it up so we could have it the same day. We called ahead to the pick-up location and were told the product would be ready for pick up in 45 minutes. An hour later we arrived at the location and were told we would have to wait an additional 30-45 minutes. After an hour of waiting we finally confronted the staff and even though they never called our number they stated that they had forgotten about us.After getting the product home we were even more frustrated by the quality. The brand new dresser, or at least what should have been brand new, had chipped paint, a cracked drawer, and several missing parts. We immediately called Ashely and reported our complaints. We were told that a new drawer would be immediately shipped (we have yet to receive this delivery) and a repair man would be out on Friday to fix the damaged paint and provide the missing parts.When the repair man arrived this afternoon he knew nothing of our complaints and did not have the missing parts we were told would be delivered. He fixed the chipped paint but when he left our dresser still had several missing parts and a cracked drawer.A week after our original purchase we still do not have a dresser we can use despite us going out of our way to transport and assemble the dresser ourselves, not to mention taking off early from work today to be home for the repair man. When friends ask us about this purchase we have been very clear with them regarding the heartache and frustration involved. We will continue to share our complaints with others in the hopes that they do not make the same mistake we did. We are frustrated by our decision to go with Ashley and even more upset that we purchased the warranty package thinking we would return in the future to further support this company. Can we still return this product and get a full refund so we no longer have to hassle with disappointment from Ashley and the poor product we purchased? We would love to take the $500+ dollars we spent at Ashley and support a better furniture company that actually delivers the complete product in decent condition. When we recently purchased a LAZY-Boy Recliner and large area rug from Star Furniture we were able to pick up both products without any wait and did not have any issues when each arrived at our home. Clearly Ashley could learn a lot from their competitors regarding customer service and quality products.

Desired Settlement: Refund or replacment.

Business Response:

We are working toward resolution.

Consumer Response: Better Business Bureau:

I have had direct contact with Ashley and they have finally allowed me to return the product for a full refund. 

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our family have just moved from ** to ** & we're staying in a hotel. On Feb 8, when we got the apartment, we went to Ashley (which is the only familiar furniture store for us) to purchase furnitures. When we were purchasing the mattress, the sales rep told us that Ashley **nnot deliver it on same day. So we said "we'll have to go to other store that **n deliver it same day to cut our hotel costs". In order to make his sale, the sales rep looked for a co-worker with a truck. In short, we purchased the mattress set and the sales rep delivered it to our apartment. We also purchased a sofa and paid for its delivery. After setting up the mattress set, we noticed that the mattress was shorter than the box spring. We first notified the sales rep about the problem but then he just stopped answering our text messages. So on Feb 18, we **lled up Ashley customer service and they scheduled a technician visit on Feb 25. After taking photos and doing his measurements, the technician told us to wait for 4-7 days for a **ll from Ashley. On Mar 10, still no **ll from Ashley, we decided to **ll them. We were put on hold for more than 30mins. Obviously, nobody has looked into this claim until we **lled them up. What's more frustrating is they told us that nothing's wrong with the mattress, that we just need to turn it sideways so length will match the box spring. We did what they told us and sent them photos showing the mattress is now shorter. We sent them photos of measurements of length and width of the mattress 'coz apparently, the tech's report was not enough. On Mar 18, they finally agreed that the mattress is defective. Now, the problem is, they will replace it but we will have to pick up the new mattress or pay for delivery costs! Why do we need to shoulder delivery costs when it's not our fault that they gave us a defective product? **n't they ask the manufacturer to shoulder this cost? It's been 2 months now and Ashley customer service has not really been of service to us.

Desired Settlement: We want a replacement of the defective mattress and we don't want to shoulder its delivery costs.

Business Response: We have contacted our customer to start working toward a resolution.

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

There is still no resolution made.  The business has contacted me on April 18 and told me that they will investigate on my complaint.  As of today, I have not received any call from the business yet.

Regards,

**** ****

Business Response:

We have again contacted our customer to discus resolution.

Consumer Response: Better Business Bureau:

The business has agreed to replace the mattress and deliver the replacement to our house without any cost to us.  Thank you to Better Business Bureau!

Regards,

**** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/2/12, I purchased a sofa from Ashley furniture homestore in ******** Texas. I wanted another sofa from the one I finally bought but discussing price, etc. with the sales person- ***** for over an hour, he informed my daughter and me that we could not get the one we wanted delivered to my house before 4/8/12, my daughter's 18th birthday. We finally settled for the one I purchased when ***** informed me that it was also made of leather - just like the one I wanted, only better because it had a massager in the reclining seats and he also said it was on sale. I paid $764 for the sofa. ***** said it had to come from the warehouse so it had to be delivered to me. That cost extra $119 which I had to pay for on day of purchase. ***** also said there was financing for items over $1,000.He sold me a 5yr 'worry free' warranty with a certificate issued to me till 4/5/17 #*********.The warranty was for montage services.The first year I got the sofa, I had numerous problems with one side above the left arm rest. When I went to the store to report my findings, I was informed by the manager that my sofa was not leather, as I had been informed by ***** when I purchased it. He said it was made of a blend of leather.It also took a long while within the first year of purchase for Ashley to finally decide to fix the initial problem. Their technicians had to try about 5 times before they could get the problem fixed right.On 11/28/13, I noticed something was not quite right with the right seat. I called Ashley. I was informed the most they could do was to provide parts, and I would fix it at my cost. Montage, which Ashley sold me, also refused to fix my furniture because I did not use tell them that what I thought I saw, was 'either caused accidentally or unintentionally by me or a member of my family' even though I truthfully told both companies that I did not know what happened to my sofa. I am now left in limbo. Neither Ashley nor montage want to assist me, even though Ashley sold me the worry free wrnt.

Desired Settlement: I need my sofa fixed or replaced by Ashley or montage, or both. Warranty indicates that if not used in 5 yrs, I get a store credit at Ashleys so Ashleys cannot say they are completely not responsible for my sofa since it is more that I yr ago that I bought it. Moreover, the fact that Ashley furniture sold me the warranty, and their name is on the warranty indicates that they are responsible to honor it. ***** told me that the warranty was for all problems. Rcd wt disclosure 1st time on 12/2/13.

Business Response:

We have contacted our customer to discus her request.

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

I am rejecting this response because:

From the picture, Customer Care MGMT is claiming that I had scratches on the sofa.

Honestly, I have no clue what happened to my furniture. But be rest assured, I would not deliberately destroy my furniture.

Whatever be the case, nothing was done intentionally wrong to the furniture. I still have some of the replaced materials in 2012 in my possession. Then, it was replaced so many times until Ashley furniture finally got it correct. maybe that is the kind of furniture Ashley furniture sells. 

When I first had the problem with the furniture in 10/2012, some of the technicians that came to my house suggested that the damage was caused by my pets (which I do not have), little children (which I do not have). The worst scenario one of the technicians painted was that my husband and I were 'rough necking' on the couch! Such an insult to injury!

Any way, attached is the warranty that Ashley furniture sold me (without any disclosures until 12/2/13) [I  have saved all the emails and mails between myself and Ashley/Montage Inc. since 10/2012.

 Just like in 2012, I was tossed back and forth between these 2 companies whose name is on the warranty. Neither of them wanted to take responsibility for my problem.

Worry-free warranty indeed! 

 I need my furniture fixed or my money back.

Thank you,



Regards,

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

Business Response:

Our customer has declined direct contact in writing, we sent our final response to her through the BBB on 4/1/14 as requested. We understand our customer is unhappy with our determination, but it is our decision.


From: ******** **** **** **************************************
Sent: Tuesday, April 01, 2014 10:42 AM
To: ****
Subject: *** *** * ****** *** **** * *******

Our customer has declined direct communication with our company and asked that we send all correspondences to ***********************  Based on the information provided to us at this time, the implied damages appear to be physically sustained damages, not material manufacture defects as outlined in the warranty information.  We have offered to accept more detailed photographic information if available.  We have also offered to provide our customer the opportunity to purchase an inspection service to help clarify.  If our customer would like to purchase repair services we are happy to provide them respective to the availability of materials from the manufacture. Our customer implies that we are responsible for claims submitted to the Montage Furniture Service (MFS) company because the HomeStore logo is imprinted on a paper which directs our customer to contact the MFS company to pursue claims, we adamantly disagree and have explained that MFS is an independently owned company which has control over those benefits.

 Furthermore, it has come to our attention that our customer emailed another of our email addresses with the attached email. In this email our customer directly states that they believe that the damages are the result of an accident, and that our customer intends to pursue MFS in small claims court. With the timing circumstances of the filed BBB case, the consistent nature of photos sent to us that appear to match this messages content and no mention of other issues, we believe this message is in regards to the same damages. This implication voids the possibility of any warranty claim through our company as the warranty is strictly intended to protect consumers from material defects within a given period defined in the warranty information.

 We understand that our customer is unhappy with our determination not to fix her furniture at no cost, or refund her purchase, however this is our decision.

 

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

I am rejecting this response because: Please see emails of new damages I noticed on my sofa on 4/7/14. I sent copies to Mr. ****** to forward to Ashley Furniture on the day I noticed them, 4/7/14. Today, 4/11/14, I also forwarded the pictures to Ashley furniture customer care per email. I also copied **** ******* ***** ***** *** *** ** ******* ******
Initially, I had filled a complain against Ashley furniture on findings I made on my furniture on 11.28/13, and on a 'worry-free' warranty Ashley furniture  sold me on behalf of Montage, Inc. In October of 2012, a few months after I purchased my furniture, and after I had purchased the 5-year 'worry-free' warranty, a part of my sofa began to peel off. It kept on getting worse. Up until them, *****, the salesperson had told me that my sofa was leather.
To my shock, when I went back to the store to report my findings, I was informed by a manager that it was only a leather blend, and that if the 3- seat sofa (2 recliners and a middle section) were leather, I would have paid much more that the total amount of over $1,300 I paid for the sofa, warranty and delivery (plus taxes).
Anyway, back in 2012, after I purchased the furniture on 4/2/12, and got it delivered on 4/5/12, when part of it started peeling off, neither Ashley furniture, nor Montage ,Inc  wanted to fix it- in spite of the 5-year 'worry free warranty. I have already sent a copy of the documents I was given at the store on the day of purchase to Mr. ******, per email. I was given a 'worry-free' certificate which simply indicated that I had 5 years to use the warranty, and if I did not use it, I would be allowed to purchase something at Ashley furniture for the face value of the amount I paid for the warranty. You see, even though the warranty is in the name of Montage, Inc, at the end of the due date, if not used, it is redeemable at Ashley furniture.
However, in October of 2012, when a part of my sofa started peeling off, neither  Ashley furniture nor Montage, Inc was willing to step in and honor the warranty. it finally took the manufacturer's warranty to fix my sofa then. however, the problem recurred a few more times within the first year, and it finally took a technician to noticed that the padding at the affected area needed to be increased, and the previous technicians sewed the sofa too tight, and that is why the problem kept on recurring.
Anyway, that problem seemed to be finally fixed by the manufacturer's warranty, before the year of purchase was up.
The second mishap was noticed by me on 11/28/13. However, de to the Thanksgiving holidays, I was able to contact both Ashley furniture and Montage, Inc 12/2/13. On the same day, for the very first time, montage, inc sent me an attachment of their disclosure. It stated that unintentional and accidental damage was covered by the 'worry-free warranty' I purchased from Ashley furniture . I honestly told both Ashley furniture and montage that I did not know what had happened to my sofa. Peer Ashley furniture, the damage looked like scratches. However, per montage, Inc. it looked like the vinyl/leather was peeling off. Both companies contradicting each other. Neither company, willing to honor the 'worry-free' warranty. thant is when I contacted BBB.
Ashley furniture still denied me much assistance one would expect with a warranty. I asked my case worker **** ****** to deal with Ashley furniture directly.
Then on 4/7/14, not only 1, not only 1 side, but I noticed 2 more damages on 2 opposite sides of the sofa! I took pictures of them and sent it to **** ****** via email. I also copied Emily Akin. I requested that Mr. ****** forward the emails with the pictures of the new damages to Ashley furniture.
However, by reading the recent response from Ashley furniture, I was under the impression that they never received the email with the new findings. I have gone ahead and forwarded them the emails the new damages. Ashley furniture is also welcome to come to my house and see for themselves what a less that 2 year old sofa, costing me a total of over $1.300, with a so-called 'worry-free' warranty has became, through no  fault of mine. For starters. I was sold a lemon, and I did not know it. I had bargained for another sofa altogether for over an hour, until I was at the point of purchase, when the sales person, *****, informed me that I could have the one I really wanted delivered to my house the time I wanted to have it. In lieu of hat, he made a quick sale by switching with the one I have in my house. Out of fatigue, frustration, and tiredness, I believing in him, settled for this problematic sofa. ***** also  suggested that I purchase the warranty so hat if anything happed to my sofa, it would be covered, even to the point of replacement. The only document he offered me about this warranty was the 'worry-free' certificate- which I attached to an earlier email to Mr. ******.
I believe that Ashley furniture should take more responsibility in assisting me with fixing this 'lemon' they sold me, or my money back. 
 
 
 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a full living room set from Ashley five years ago, a leather sofa and love seat and three glass top tables. When I purchased the furniture, the salesperson encouraged me to buy the Protection Plan. He said that since I have pets and the furniture was leather, having the Protection Plan would come in handy should the dogs scratch the cushions because it would take care of the repairs, or replacement if necessary. I specifically asked him if all damage would be covered in the plan, including normal wear and tear, and he said yes. I thought the additional cost of the plan was worth it in case my furniture got damaged so I added it to my purchase. A few weeks ago, with my plan about to expire, I filed a claim with Montage (the company that handles the plan) for repairs to my cushions. They have some minor scratches and one has a slight tear. Last friday, 4/18, I was informed that my claim had been denied because it fell under normal wear and tear, which was not covered under my plan. I explained that the salesperson had said it would and the customer rep I spoke to said I would need to contact Ashley directly, so I did. I spoke to a Customer Care Representative and explained the situation. He looked into my purchase and said that when I bought the plan, normal wear and tear was covered but in the interim, Montage had changed the agreement to where that no longer applied. He said that what he could so was give me a store credit for the amount I paid for the plan. He said that since I had not filed any claims on the plan in five years, I was entitled to a refund in the form of a store credit and that I would have to wait until Monday, 4/21, to have that processed. He also stated that since they no longer carried the style of furniture I purchased and therefore would not be able to repair/replace my cushions, it would be possible to receive an additional store credit for the costs of the repairs. I called on Monday but that department was closed so I called back yesterday, 4/22, and spoke with ******. ****** said she would send an email to Montage to process the refund of the plan to a store credit and asked if I needed anything else. I mentioned how the person I had spoken to last week said it would be possible to receive an additional store credit for the repair. She said this was never done and said she didn't know why the person I spoke to last week would offer it. I called back today, 4/23, to ask if instead of a store credit, if I could receive the refund in a check since the store credit would be useless to me and I now need to pay for the repairs out of pocket, something I wouldn't have to do had Montage not changed the terms of their plan. I was told that they can only offer me a store credit and that any other requests would have to go to Montage directly. I contacted Montage and they said they have never covered normal wear and tear and that they do not offer refunds. All refund requests would have to be made through Ashley, at the store level.

Desired Settlement: I would like a refund, in the form of a check, for the amount I paid for the plan and for the cost of the repairs. The back and forth between Ashley and Montage is ridiculous, with each entity saying a different thing. I bought the plan when it covered normal wear and tear, I should not be punished because Montage decided to change the coverage on their plan mid-agreement. A rep for Ashley said I would be entitled to additional reimbursement, which is now also denied. I can't use the store credit, nor would I want to seeing as how I've been treated by Ashley during this whole process.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture sales personnel promise unrealistic delivery dates to lure unsuspecting customers into financial agreements that cannot be cancelled when Ashley Furniture fails to delivery the products on the promised delivery date. I purchased a desk suite from the****** Location and the Sales person promised me a date of March 21st, about 1.5 months out from date of purchase. About 3 days before the date of delivery, they called and said it was still back-ordered. My wife spoke to the customer service representative and arranged another delivery date set for April 11th. Right on cue, they called on April 7th, and the promised item is now considered "damaged". The next available "date for delivery" is April 25th. I have zero confidence that they will deliver this product on time and as promised. What makes this borderline criminal is that you have to sign a waiver that they limits your return policy to 48 hours. Returns after 48 hours are for in-store credit only. This is extremely frustrating because all you want are the items you spent thousands on. They are willing to partial out the delivery, but the moment you accept ownership of the product their high interest credit kicks in and the clock starts ticking. They expect the customer to take multiple days off from work to accommodate their sub-par delivery process. I will forever advise everyone I know to avoid doing business with Ashley Furniture. The customers have no rights at Ashley Furniture, their operations and logistics department is incompetent and their sales staff makes unrealistic promises to get their commissions. BUYER BEWARE ASHLEY FURNITURE. THIS IS NOT A REPUTABLE COMPANY.

Desired Settlement: I want my full desk suite delivered on April 11th or a full refund, store credit is not acceptable. I also want a managers apology for all of the back-order nonsense and the broken promises.

Business Response: We have attempted to reach our customer by phone with no response. We will also attempt to reach directly through email.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty on my furniture through Ashley furniture and when I contacted them they stated the type of problem I had was not covered under the warranty. The leather is peeling on my couch and I've only had it for 3 years. I was told by Ashley furniture these types of issues were covered under the warranty. I paid for an extended warranty and I want my couch fixed. Pictures are available if needed.

Desired Settlement: I want my couch fixed or replaced

Business Response: We have been unable to reach our customer by phone. We have also attempted to contact by email, but have received no response at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Fri 1-29-14 purchased sofa and chair to be delivered in 2 weeks. On Tues.called store changed mind, same sofa just not power recliner. No problem. 2 weeks later they tried to deliver wrong sofa. Sent it back. They returned in 2 weeks, right sofa, damaged. Called, made photo, emailed to Manager **** ****, will send someone out on 3-14-14, can't repair, will repair, then will send repairman on 4-1-14. He came out and said he could order the slip cover for that part, will order, should get within week and he will come back and put it on. He said they would call me. Cover came to us on 4-9-14. Waited no call, called service center ************ on 4-15-14. The repairman told me on 4-1 he could come back with in a week and put the cover on. They told me they only come to our area once a month and it would be 6-3-14. But they would call the repairman and see if he could come before then and call me back in 24 hours, they did not I called. I have spoken to ****** (ext ****),****, ***** and ****** . ***** was supposed to call me back according to ****. Today I talked to ****** who told me we were set up for repair on 6-3 but they had sent a work order to the repairman to see if he could come earlier and we should know in 72 hours and she would let me know. I still have not received satisfaction from them and I still have the tags on my brand new sofa and chair. My mistake was I think that I paid with a credit card which is just like cash to them, so I have no recourse. I am waiting at this time for a manager from the Ashley store in ****** to call me back. They will not give me the number of a supervisor at the service center. They will not give me the number of anyone at the repair service. I need help.

Desired Settlement: I want them to come and fix my sofa sooner than 6-3-14 since it is going on 6 months then that I will have had the sofa. I want it fixed now. Everyone I talk to gives me a different story. Please help me. I would also like it recorded on the BBB.

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.

Regards,

******* ******
 If for some reason they do not bring a new sofa as they said they would, I will contact you again. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased the Top of the Line Sectional from Ashely's Furniture on *** ****** **** ** ********* on Jan. 1, 2014 as my salesman stated would last for 20 years with no scratches as I tld him we have a dog and cat inside. 5 Pieces arrived on January 22. Last power recliner piece arrive January 29th. Within 2 weeks of arrival of the first shipment, 1 manual recliner already was broken, on the last piece, it became broken with 13 days of delivery and almost hurt a family member since that back of the chair just broke and never reclined up. So now out of 6 pieces, 2 are unuseable. Called Salesman, who in turn had me call Customer Service, then had scheduled a person to come on on Feb. 19th, they called 2 days prior and changed to the 20th. My wife was home luckily and all that person did was take pictures and someone would be in contact with us for a repair, but my Wife mentioned we would like replaced, the Tech said just tell them to replace instead of repair. Several weeks went by and on March 3rd, I called Their Customer Service and when I was getting replaced, that customer service person said the order was never processed and it would be repaired first, I said No I want replaced, this should be in showroom condition and last for 20 Years with no scratch issues as my salesman told me. So I had to call my saleman and explain the issue and he was going to involve his manager so that I would get those 2 pieces replaced and not repaired. After calling for updates several times during a week, they finally said on March 12th I would be getting replacements but not until April 2nd. So waiting again now for 3 weeks for with 2 pieces unuseable. So April 1st, the other power recliner starts to not operator right as reclining down/up with vibration motion, called salesman who said to notify delivery people tomorrow. April 2nd, Delivery people show, of course he said on that Power Recliner you need to call customer service, I can not do anything for you on that. Another false statement from Salesman/company. So after he takes the 2 pieces outside, he is on the phone for another 15 minutes then tells me I cannot accept these as they have marks on them. I am like their broken. I tried to call salesman who is not in, then ask to speak to manager of store in my frustration. With so many issues with the Top of the line Sectional I just want my money back and these pieces out of my house. They said manager would call me back, in the meantime the delivery people got an authorization to go ahead and take them and drop off replacements. Then the person from the store, Megan (Not the Manager) calls me back just to say that is a customer service issue, so the manager cannot not even call me back (very poor customer service). On hold for another 10 minutes for Customer Service who tells me they cannot refund or take back anything, I asked several times to speak to her manager, she is like I already spoke to her and we can not refund anything and wants to just know about the new piece broken and the condition of new replacements. I said I do not have any trust in your company that these new products will even last, she said you will have to wait and see. I am like this is such horrible customer service and then if/when they break go through the whole customer service issue again, This is not my choice to be on the phone or be available at home for this Top of the line product. I asked 2 more times I want to speak to your manager, finally she transfers me. ******, the manage their says we are not taking it out and no refund. She was sorry to hear of my problems but nothing we can do. I said I will report you to a local News Station that does reporting on this and the BBB and she was like do what you want to do. I had bought items before from this company, but I will never shop here again or refer anyone. And tell them what a horrible experience I have had with them having no care about their customers. Clearly what I bought was not top of the line that would last 20 years and me scratch proof, this was the most expensive sectional I had ever purchased and never thought I having this many issues and such poor customer service that they just can not do anything for you on a product that I am not happy with since never know when it will break again.

Desired Settlement: As this product is not 100% as the salesman stated it would last 20 years with no scratches and it has scratches and the items keep breaking. Not to mention spending so much time with Customer Service and then having a tech come out to take a picture only and then wait for either repair with piece missing or replacement and being available at these time. This was a horrible decision I made to trust this company and would like a full refund of this product.

Business Response: We have contacted our customer to work toward resolution. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Basically my purchase involves all types of issues; customer service, refund and or exchange. I purchased a bed from this business on November 2nd 2013, and it was scheduled for pick up on Dec 5 2013. We show up at the warehouse to be surprised with half of the pieces are not in stock. No one called to nifty us that the pieces missing weren't in stock. So we have to return Dec 13 to pick up the bed. We pick up the bed and bring it home to find out after building it the bed has a manufacturers defect.I called the customer service # and explain to them they say a technician has to come out and look at it and take pictures. So this by this time we are into 1st-2nd week of January. Technician comes and its a whole week before I hear from them after I had to call. They say there wont be another bed available until March sometime I believe the 11th but first they have to pick up the existing one in my home. So that surely happened immediately the bed gets picked up. I happen to call in Feb about the pick up for March and come to find out again the date has been changed once again no call, and I ask the manager I spoke with you need to deliver it to me and waive fee. Another week goes by they ok free delivery NO BED!My husband called customer service # and requested refund per the hassle it has been and disappointment. Today is April 8 2014 and still no refund. They claim it was mailed weeks ago. Still no bed and no refund. Please help me with this business they are so horrible!!!!

Desired Settlement: Would like my money back or the bed they promised at the promised time that my daughter picked out!And I would like to write a review to let people know how horrible they are!

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a dining room table on 2/15/14. Order number *********. Upon delivery, the table/leaf was damaged. We called, and they scheduled a repairman for two weeks later. The repairman shows on March 8th and says it can't be fixed. He has to give us a replacement. He quoted us two weeks tops. That was three weeks ago now. We have called Ashley furniture, and they have promised us the replacement would be here this week. It never showed up. We called again, this time, they just transfer us back and forth, no answers as to why we've had a broken table for almost 2 months that came off the truck broken in the first place. No idea as to where our replacement is.

Desired Settlement: Complete refund or replacement.

Business Response: We have contacted our customer to discus resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A couple weeks ago, I ordered a whole bed set from Ashley Furniture. Although we needed it right away, the salesmen kindly persuaded us to wait it out so that they could deliver and assemble our furniture at a mere $119. I got a call saying my delivery window was from 11:30AM-2:30PM, so I made sure to have my boyfriend take the night shift at work in order to be there for them. They came late, and didn't have our bed rails, so our bed couldn't be out together. The truck driver said he would be back by 6, but we called customer service anyways. Customer service didn't help our situation- we were on the phone for almost 4 hours with no sign of the bed coming the day of delivery. Finally, a man told us it would be delivered by 9PM. My boyfriend called into work, and still the remainder wasn't delivered. Again, customer service couldn't help us with the issue. The next day, we went to the store, where a lady told us that the driver marked it as 'delivered' and the manager told us he couldn't get ahold of the distribution center and it would take a while. We still haven't received a call or our bed rails.

Desired Settlement: I would like a refund of the $119 delivery and assembly fee, along with the delivery and assembly of the bed I paid for and should have already received.

Business Response: We have confirmed resolution with our customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just recently purchased living room furniture at the ******, TX location. My sales person, ******* was friendly but very persistent. She was in such a rush that she incorreclty inputted the ottoman in my order. When I was contacted to confirm the delivery date, I was never told that my lamps were on back order. When the delivery came, the ottoman was incorrect. Ashley Furniture provided horrible customer service to correct the sales person's mistake. For days, I couldn't get any clear answers on rectifying the problem, I made numerous calls, I was constantly placed on several holds, transferred to multiple persons. No one at Ashley was interested in fixing my order. Once I finally spoke to a Sales Manager, ****, I was told I could cancel my lamps on back order and a new ottoman would be sent out. The Sales Manager was quick, abprubt and short. There was no customer service. It was as if he was extremely busy and didn't care about my order. I was inconvenienced and treated poorly. My business will no longer go to Ashley Furniture.

Desired Settlement: The inconvenience of and poor treatment of an Ashley customer was not necessary. I've been a customer since 2010 and have purchased several pieces from there. The error occurred because the sales person was in such a rush to get my order. I was not told my lamps were on back order. And I had to go through hoops to get my ottoman replaced. I would like to be compensated for the ottoman.

Business Response: We have contacted our customer to work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had a terrible experience with Ashley Furniture with the purchase of our mattress. We paid $****+ for this mattress and it has been almost two months since we purchased it and after 3 deliveries we are still not sleeping on our brand new mattress. The first mattress that was delivered was the WRONG mattress. It was a mattress that costs about %1500 compared to the one we bought which was over $****. The second mattress that was delivered was defected. We couldn't even sleep on it because it sunk in so bad. After calling over and over again, they finally sent out a rep who measured the mattress and did find an issue with the depression. Then we had to call over and over again to get the new mattress delivered. They kept saying that we had to keep the mattress for 30 or 90 days before we could exchange. Finally they set up a delivery for a THIRD mattress and when it arrived it was clearly not brand new and had a hole in it. We had them take it back immediately. We called the manager and then they set us up for a FOURTH deliver and my husband took the day off of work for said delivery and they never showed! Now they want us to wait another two weeks to deliver again for the FIFTH time. This is unacceptable. We are STILL trying to get our new mattress.

Desired Settlement: At this time we would like to just get the NEW mattress that we bought. If not, please refund our money so we can go and get a mattress at another business!

Business Response: We have contacted our customer to confirm that the delivery was completed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,I would like to report a complaint against Ashley Furniture. I have repeatedly tried to resolve with their customer care department and there has been no resolution and I would appreciate if BBB can help.I bought a sofa set from this Ashley furniture location about a little less than a year ago (exact Feb 21st, 2013) and the product is still under manufacturers warranty. I started having issues with this product about 3 months after the purchase. The foam cushions on the sofa set would go flat every few months and would need to be replaced. I called Ashley the first time and they claimed it to be manufacturers defect and replaced it under warranty claim in November 2013. I experienced the same problem few months later and called again to complain about the issue and told them that I am experiencing the same issue again and nobody at the customer care department is willing to help me. My manufacturers warranty is about to expire in a weeks time and I need this to addressed in urgent manner so that I dont fall outside the one year period. I must have called Ashley 7 times and each time they put me on hold for 15- 30 minutes and after that hang up on me. I have a feeling that they want to delay as much as they can so that the product is no longer under warranty. I am really fed up with calling them and waiting on the phone for 30 minutes each time and not getting the matter resolved. The cushion on the sofa set are so bad that neither me or my wife can sit on it because its gives us bad problems. I had to go to chiropractor twice to get my back checked and his diagnosis points towards awkward sitting posture.Ashley has refused to replace the sofa set and neither are they helping with replacing the cushions. Its seems like even after replacing the cushions I might have the same problem few months down the line and at that point I would not longer have warranty on it. Can BBB please help with resolving this issue and get the sofa set replaced?Any help would be greatly appreciated. Product_Or_Service: Sofa Set Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Based on the repeated problem, I think the best resolution is to either replace the product or give me a refund for the sofa set so that I can purchase another set that doesnt seem to have similar problems.I dont mind getting a store credit so that I can purchase another set from the same store.Thank ********

Business Response: We have contacted our customer to discuss resolution.

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

I am rejecting this response because: I am not satisfied with the outcome. Sounds like the product was sold to me without making me fully aware of the issue that has been disclosed to Ashley by the manufacturer. This is a known issue and I wish Ashley had notified me about this issue. Now I am left with no option but to keep the sofa set or buy new set and lose the money i spend on this set. 

Wish Ashley would make the customer aware of the product issues instead of selling defective sofa sets and then not helping customers when issues arise.

I can understand that items have wear and tear but I dont expect to have wear and tear every two months. Had Ashley told me about this then I would have never purchased this sofa set. 

Instead of blaming the manufacturer and the product, I wish Ashley would have done something to resolve this issue with me. I am not saying that give me the money back but atleast give me some store credit so that I can replace this sofa set with something else that is more reliable.



Regards,

***** ******

Business Response: We are attempting to reach our customer to address his rejection.  All seat cushions will soften with normal use and will conform to the shape of the user.  We do not consider this to be a material manufacturing defect.

Consumer Response: Complaint: 9950531

I am rejecting this response because:

I dont accept the response because I dont believe that a good product will have cushions can go flat in couple of months. I have to replace cushions every two - three months and thats not acceptable for how much I spend on those couches. I did not spend $1500 to replace cushions every few months. I can understand if the cushions need to be replaced every other year but definitely not this often. I would definitely not recommend anyone to buy couches from Ashley if they claim that they dont consider this as manufactures defect. Ashley needs to step up and take care of the clients and consider not selling any products made by this manufacturer. At least sell products that can last customers couple of years. 

My brother in law bought the same couches from Ashley but different color around the same time frame and he is about to complain as well. He hates his couches and is facing the same problem. I am pretty sure that BBB is going to get another complain in regards to this product.

My wife and I barely use these couches because both of us work and we barely get to sit on them during weekdays because we normally go to our bedroom after we eat so if you claim that the couches will conform to the user then I dont accept that. They completely sag and when you sit on it, you feel like there is no cushion and you completely sink into the couch. This has really affected my back and my wifes neck. 

Please call me again as I tried to return your call and I wasnt able to get hold of the person who called me.

thank you



Regards,
***** ******

Business Response: We have contacted our customer. We understand that he is not pleased with the situation, but it is our decision that the manufacture warranty does not recognize this issue to be a material manufacture defect.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a floor model dinning table with 6 chairs back on 01/13/14 from Ashley Humble store, delivered on 01/17/14 with 5 chairs because 1 was damage at their store or in-transit, received a call that the chair will be deliver within a week. I had called many times the store and customer service to get the status of my chair with multiple delivery promises and as of 03/08/14 still do not have the chair. I met with the store manager ***** ******* early February and he promised to resolved this issue, he never called me until I was able to reach him over the phone. A second person finally called me two weeks ago - Customer Service Supervisor **** ** ************ ****** promising to ship the chair from New Braufels, Texas. She said for me to be in alert to receive a call to confirm the delivery two weeks ago, then I called her to check why no one called, she said that some called me and I did not not answer - of course no one called me, then she said the chair was never ship and will be deliver last week, then some one call me saying that the chair will not be ship until week of March 10th because they forgot to put it in the truck to Houston. As you can see, this issue is being going on for two months for a product I paid in full back in January. The store service is extremely disappointed, I had spent many hours contacting them in person and over the phone and no chair yet. I made the decision this week to contact ***** to get my money back since I paid with a credit card, and called **** that I do not want any business with Ashley and to schedule a pick up and get the dinning table out my house because I do not want any more delivery promises to ship the chair. I am tired of the back and for with them and that is why I am sending this complain. Hope you can help me as well as future costumers. Thank you. **** ********

Desired Settlement: I contacted this week ***** credit card company to get my money back for this purchase since I did not get the full product from the vendor. They will file a claim and investigation. In the meantime, I contacted **** from Ashley customer service at ************* ***** to schedule a pick up to get the dinning set out of my house. She said that my purchase was final since it was a display floor dinning table. As I explained to her during, what am I going to do with a table with five chairs.

Business Response: We have confirmed that this has been resolved with our customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we bought a bedroom suit from ashley in march 2012, it was delivered april, 2012 headboard, foot board, frame with drawers, mattress and box springs, dresser, mirror and nightstand. we bought a new suit because we wanted the furniture to match, by july 2012 we noticed the bed made a loud squeaking noise that only increased in intensity until it became obnoxious. our grown kids could hear any movement we made into their rooms. we called ashley and reported the problem. they started sending technicians to our home. multiple technicians were sent to our home and none of them were able to resolve the problem. we had just remodeled our home and had a wood floor installed and one tech reported the noise came from the wood bed on the the wood floor. he placed carpet swatches under the bed. now i have this brand new bed on my brand new floor with carpet swatches sticking out from underneath and the problem was not resolved. they continued to send techs out to our home. multiple strangers in our home and my wife staying up waiting for them and no resolution. my wife works nights, she would have to stay up, in between her shifts, and wait for the technician to come. we explained that she worked nights and needed to have a more definite time when to expect the technician. ashley never accommodated our request and need. finally one technician said it was not the bed but the box springs. in march we spoke to *****, the customer service manager in new braunfels, finally arranged to have the whole bed replaced but would not exchange the matching furniture. so i had to choose between having a bed that doesn't make so much noise or having matching furniture. but after we spent so much money, we could not have what we originally agreed to pay for. we asked about replacing the bed with an iron or brass headboard so that way it would accommodate the matching issue. those frames were not available in king size, so that was no longer an option. we chose to exchange the box springs and see if that would resolve the issue. ***** reassured us that if there was a problem. this issue arouse again months after the exchange but we did not call and report the problem because we did not want to go through all the technicians going through our home and having to wait for them again and deal with poor customer service and multiple phone calls from ashley representatives again. we tried to fix the problem ourselves, it is not safe to have strangers in our home. we have flipped the mattress several times, did not work. we tried placing a foam cushion between the box springs and bed, did not work. we tried placing a support plywood under the box spring, did not work. we tried placing blankets between the bed and box spring, did not work. the last time we looked under the bed, we notice nails coming through the box spring. we called ashley on january 29 and spoke to ****** to report the obnoxious noise and the nails coming through the box spring. again we had to accommodate the technicians and my wife was working and then going out of town and i work two jobs. we told the customer service person when we were available. ashley would not accommodate our available time frame. we never heard from them again. i called ashley again on 2/25/14. on 2/26/14 ******* called back and spoke to my wife, she reported that since it has been two years since we bought the furniture, the warranty is expired. y wife spoke to ***** ****, customer service manager and she verified what ******* reported. my wife iterated the fact that the reason we did not exchange the bed last april after a lengthy effort, was because ashley would not approve the exchange of the whole suit only the bed. my wife wanted a matching suit, that is why we purchased it all together. after all this effort, we are stuck with an obnoxiously loud bed and no resolution from ashley. they advertise their product being of good quality and their outstanding customer service. the only time they worked with us was during the purchase.

Desired Settlement: i would like to maintain my investment. we invested in furniture that matches and a new bed to res/sleep in. we want a bed to sleep in comfortably that is not obnoxiously loud and noisy and maintain matching furniture. they can exchange it all or refund our money.

Business Response: We have attempted to resolve our customers concern.  Recent inspection found no defect with the customer’s bed; a
craftsman has attempted to help eliminate the noise our customer has reported; but we will not modify the beds manufacture specifications.  An opportunity was provided to reselect previously on 5/28/13 and our customer chose the same style of bed as replacement; this was a one-time offer and is no longer valid.  Staples have protruded from one of the foundations on the bed, this would be a manufacture concern and we are attempting to reach our customer to discuss a valid warranty replacement of the foundation only.  We will continue to work toward this resolution.


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

I am rejecting this response because:

Regards,

****** ****
i reject this response because the offer was to replace the bed ONLY, not the matching furniture suite. we purchased a new suite that matched. we did not want to replace the headboard and foot board that would not match the rest of the suit. this has been our position. we spent a large sum of money to buy a new matching suite and we did not want to end up with mismatched furniture. we even opted for a metal headboard and foot board to accommodate ashley since they did not want to exchange the suite but they did not have a headboard and foot board in king size. so, as i have stated previously, we were left having to decide if we wanted a mismatched set or keep the noisy bed we have and try to fix it ourselves. this bed is obnoxiously loud and now we have had another technician come into our home and it is still unresolved. he put pieces of mesh or potato sack into the gaps of this expensive bed and another tech placed carpet swatches under the bed that stick out. it looks horrible. 

Business Response:

We have contacted our customer to address the rejection; we understand that our customer does not agree with us, but this is our decision.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased over $5k of furniture in May 2014. One month after delivery I had a bed frame that snapped. It was fixed no problem. About a month ago my couch felt funny when you sat on it. Then it started to look sunken in. After feeling around I realized one of the back boards had broken or come lose. Due to my work schedule I did not call right away. Then, a week later my son was sitting on the edge of his bed and it caved in under him. I called customer service and set up appointment for someone to come out an look at the furniture. The procedure was never really explained so I did not know until he got here that all he was doing was taking pictures. This was on Jan 31st. Two weeks went by and I had heard nothing, so i called. First thing customer service told me was I had a stain on my couch so they couldn't help me. I was not calling about the stain, I was calling about the frame. Then was told I had caused the breakage an was responsible to fix it under the insurance I had bought. The lady argued with me an was terribly rude. Not what I would expect from "customer service." She proceeded to tell me that they could tell it was an accidental breakage an not a manufacturer issue. I was curious how she knew this without even seeing my couch or bed. I requested someone else come out an look at my furniture, she said no!, Why does the Ashley website state a one year warranty on frames then? She said the only other person I could speak to was *****. Just *****, no last name could be provided. Is this truly the corporate office?

Desired Settlement: I want my couch an bed to be repaired or replaced as the warranty states on the company's website. It's only been 8 months since I purchased my furniture . I've already emailed the corporate office an again received no response.

Business Response: We are contacting our customer to work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had bought furniture from your store. The table I received from your store was damaged 4 times you sent me a new table.I never received a table that wasn't damaged. At that point I was starting to get a little mad. I went on vacation for a week and returned home and found that my new couch I bought from your store had also ripped. I called and informed your manager that the furniture was junk and I wanted it picked up and taken out of my house. After hours of arguing the manager agreed to have the furniture picked up and have the bill erased. That was about 2 months ago. I have been told that loan with ** ******* was taken care of. Come to find out after receiving tons of calls from ** ******* that the bill has not been paid. I have called the local ashley furniture store to talk to a manger but no surprise he is always busy and wont call back. So as of now my credit score has gone from a 768 to a 726 and will continue to go down until your store pays the bill like they said they would. I will be contacting my attorney in the morning and will be taking legal actions against your company and your store managers. It does not take 2 months to take care of the loan. Your stores customer service is lacking in every way possible.

Desired Settlement: The bill needs to be taking care of. And I will be contacting my attorney for the damage this has done to my credit score at which I have worked very hard on to achieve.

Business Response: We have contacted our customer to confirm that the refund has been processed.  Our customer will need to contact the financing company involved to resolve any dispute in their reporting.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was told I was having my furniture delivered by Tuesday 11, 2014 and I received a called that the furniture had delay 2 more days. the lady said that and guarantee me that I was having the merchandise that day so I said yes because I wasn't going to be here later on that week. my complaint is that I don't like the fact that the lady guarantee me the delivery date when I had waited 2 weeks already I don't think is fair that they break the contract rules that say that the delivery day was march 11, 2014 and I want to cancel the order I want my money back because I don't think its fair that in the contract it says the delivery date and that I have 48 hours to cancel the order but how come they can break the contract by changing the order date but why can I cancel the order, plus these rude employee interfere while I was talking to other employee by screaming in my face that they couldn't do anything about it. so I don't want the merchandise I just want the money back.

Desired Settlement: I just want my money back. I don't want store credit or the merchandise.

Business Response:

Our customer has confirmed the resolution with us.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture store was suppose to deliver a sofa and a love seat on the 13th of February and later called to state the order could not be delivered until the 18th of February. So, I canceled the order as required by their contract before the 48 hours requirement period. I made the purchase by debit card and the remaining by cash. I disputed the debit payment through my bank and received that back but Ashley Furniture has not returned the remaining that was paid in cash. It's been almost one month and I have not received my refund check as of today (03-02-2014).

Desired Settlement: I would like for them to refund me my money back.

Business Response:

We contacted our customer to confirm resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home was damaged during furniture delivery and I requested it to be repaired. It has been over a month and I can't get anyone to call me back or return emails about what is being done to fix my home. I also received a piece of broken furniture. I was told someone would call and come out within 5 business days to repair it. I have never received a call and no one ever came out. I have contacted customer service and the store directly many times over the last month both by phone and email. I have not received a single phone call back from the store and customer service continues to advise that my information has been forwarded on, but I have not received a call back about anything being done to fix my issues. After a month I no longer want to wait and have already arranged to have my damaged wall and furniture repaired. I requested a refund of the delivery charges to cover the costs but the person I spoke with was not authorized to do that.

Desired Settlement: A refund of my delivery charges.

Business Response: We are working toward resolution with our customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2014 Problems with Product/Service | Complaint Details Unavailable
3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: July 22, 2013 I purchased a kitchen table and chair set from Ashley Furniture Homestore in ******** ***, with an agreed upon delivery date of August 3rd. When Ashley customer service could not meet the delivery date, I went back to the store cancelled the order and received a total credit. After failing to find a suitable replacement for the set anywhere else, I went back to Ashley and purchased the table and chair set on August 6th. Ashley Furniture delivered the kitchen set on August 14th and immediately I found that the table had defects in the glass table top and the chairs were dirty and the fabric was torn. I immediately contacted Ashley customer service and they sent out their "independent" 3rd party furniture repair company to inspect the set. Their rep was unable to repair either the table or chairs and damaged out the set. Ashley sent out a second table and chair set and the table not only came with the glass imperfections, but the paint started peeling off of the legs immediately. The chairs also came stained and damaged. Ashley again sent out their repair company and they agreed again that the set was unrepairable and recommended damaging out the set. Since then Ashley has been insistent about replacing the set and has sent out 2 more sets of chairs even though we had requested a credit and for them to pick up the set. Both sets of chairs that they attempted to deliver arrived dirtier and more damaged than the second set and I rejected both deliveries.

Desired Settlement: After 6 months of frustration in dealing with Ashley, I would like a refund on my purchase of $584.51 and for Ashley Furniture to pick up the table and chair set. Since the second delivery, I have requested a credit and for Ashley to just pick up the table and chair set. Each time they stated that their contract doesn't allow for a credit. However, the only signed contract that they have with me is dated July 22 and that was cancelled and credited on July 30th.

Business Response: We have contacted our customer to begin working toward resolution.

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

I am rejecting this response because:
This has been going on for 6 months. We have spoken to 5 individuals at corporate headquarters and they all say that they are working on resolving this. We have explained over and over to everyone at Ashley corporate that we want a refund of $584.51 to our ******** ******* card and for Ashley to pick up the kitchen set. Two to three weeks after we explain to the customer service rep what we want, they call and say they can't issue us a refund. This doesn't appear to be any different of a response than what we have received in the past.
Regards,

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

Business Response: We are still working with our customer toward resolution.

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

I am rejecting this response because:the company states that they are working to resolve this as we have requested, but it hasn't been finalized and includes several more steps that Ashley has to proceed through to completely resolve.

Regards,

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

Business Response: We are working to provide resolution for our customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
3/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I haven't had a good experience trying to get my furniture delivered and I would like to go into detail of what problems my husband and I have experienced. Delivery #1: The first attempt to deliver our furniture didn't start well because the driver informed me that he did not have the hardware to assemble the bed. Next we started to find scratches on the block feet of the left side facing side rail and finish flaws also on the inside of the same side rail. On the right side facing side rail there was crushing to the corner on the white lacquer as well as more scratches on the block foot. On the headboard at the top left facing corner there was a bad rub on the black lacquer wave design. Due to all the bed damage and the fact that I also bought the Montage protection for the bed frame I had to refuse this. On the chest there was a very small chip at the front left top corner of the glass top also at the same corner a rub on the black lacquer. Due to the damage on the glass top and chest itself I had to refuse this item. The two nightstands opinion looked like they came off a showroom floor. They both had surface scratches on the tops when you removed the glass top and rubs where the glass bumpers had rubbed the finish during shipping or wear on the showroom floor. Due to the surface scratches I had to refuse the two nightstands. The mirror for the dresser had a very minor rub at the top left facing corner on the black lacquer design. Due to this and all the other damage I decided since they will have to make another attempt at delivery I'll just try for a undamaged mirror as well so I refused the mirror. The plastic on the rug had an open end and once inspected one of the corners had been dragged so it was dirty and fraying. Due to this damage I had to refuse the rug. We had the dresser, 2 bunkie boards, and slat roll delivered damage free. The drivers did their job very well and understood completely. Delivery #2: The first crew left all items pad wrapped while bring them in the home to prevent damage and together. This crew unwrapped the furniture in the truck and only 1 man would bring in the furniture. He started with the bed parts and I had informed him I just put paint on the wall that the bed would be going up against so he put pads on the ground to lay the furniture on. No problems there. When "one-manning" a side rail into the house, he hit the block foot on my bedroom door frame and wall removing the paint on the door frame and dents in the wall. He looked at me, put the side rail down and walked out without a word. Now I know there is damage to the side rail. After getting the bed parts in by himself I inspected all the parts to see that there is once again a rub on the headboard at the top left facing corner on the black lacquer wave design. On the side rail that he hit the door frame with there was a large chip on the block foot and many small chips that seemed to already be there before it took the hit. This same side rail also had scratches and bad peeling of the veneer and there was a screw missing that pulled out of the wood white lacquer top panel. Due to all this damage and that I bought the ******* protection for the bed I had to refuse this. Not sure if they had hardware on this one; we didn't make it that far before I told the driver I would be refusing due to the damage. On the nightstands I saw the same surface scratches and rubs from the glass bumpers on the tops when the glass was removed. One of the nightstand bases had a crack at the front right facing bottom corner. The other had the front stretcher pushed in at the left bottom seam. While I was inspecting the nightstands the 2nd driver entered the room to assist with removing the damaged bed to see me inspecting my furniture well and made an unnecessary comment "Oh , wow really?" as if me looking at my furniture was unreasonable. I then told the 2nd driver I would be refusing the nightstands due to the damage so he made another comment telling me I should consider getting a different bedroom set because this one always comes in damaged and that they can't fix it when it does get damaged. He proceeded to say that if i was going to be this picky that this bedroom set was not for me and that Ashley Furniture was going to discontinue this bed due to the problems. Now, I see how he thinks he's looking out for me, but I don't need his opinion on the matter and found it to be very unprofessional. So now we get to the chest, I asked if he had the chest and he told me I wouldn't want it because it has minor damage that he already saw. So now he's making decisions that are not for him to make. I am the customer, I decided what I want to inspect and accept/refuse. Once again I found this to be unprofessional. I then offered to go into the back of the truck to inspect the chest so I could see the minor damage and decide for myself it I want to refuse it. While in the back of the truck I asked the 2nd driver to show me the minor damage he saw. He pointed in a general area and I didn't see anything in that area but it was dark and we had flashlights. As I continued to inspect the chest I looked at the back panel to see a large hole was punched in to the back. I brought this to the driver's attention and he seemed surprised and unaware. I did refuse the chest due to the damage, not because of the non-existent "minor scratches," but the giant hole in the back of the chest. We had the mirror and rug installed on this delivery damage free. I was very unhappy with this delivery and drivers to the point I called my Sales Representative. He told me to call Customer Service. Delivery #3: The delivery time was set up between 4 pm and 7 pm. At 7:13 pm I called to see if the delivery was still a go and was told to hold and they would call the driver. There was no answer from the driver, but the "system" showed that he made his other deliveries and to please give him some time so I did. I called again at 8:05 pm to see if they had heard from the driver because I still hadn't received any notifications/updates about my delivery. Customer Service called the driver again and I was told they just finished the job before mine and I would be receiving a call from them in 5 to 10 minutes. We received the call at 8:29 pm. When the drivers finally show up, I show the lead driver where the bedroom was and furniture layout. He asked me where the hardware was for the bed and that it was noted that the customer had the hardware on site. I told him that was incorrect and that this happened on delivery #1 as well. By this point I just hope the bed isn't damaged and we can assemble later. Both drivers assisted with every item and they kept them pad wrapped. I started inspecting the headboard to see that there is a rub at the same spot as the headboard on delivery #2 (left top facing corner on black lacquer wave design) and for good reason. It was the SAME headboard from delivery # 2 and to confirm I checked my pictures from delivery #2. This is a red flag for me so I really start to think the rest of the furniture may be the same as the ones I refused from delivery # 1 and # 2. I inspected the side rails to see that I was indeed correct - this was the exact same left facing side rail with black lacquer wave design from delivery # 1 that I refused due to damage on the block foot (large and minor scratches) and finish flaw on the inside flat black finished panel. The right facing side rail with white lacquer top looked like it could have been from delivery #1, but with additional damage on it. For example, a screw was missing that was ripped from the panel. At this point I'm very upset and trying to keep my cool and explain to the driver why I'm once again refusing the bed due to the fact I had already refused it on the previous delivery. Then I inspect the nightstands to find out that they are the 2 that I refused from delivery #2. I checked the pictures that I had taken on delivery #2 and the damaged matched exactly (one with the front stretcher pushed in at the bottom left seam and cracking on the other nightstands front bottom corner). I once again tell the lead driver that this is the same furniture I refused from delivery #2. He calls customer service so I would tell them about the refused items. I spoke with **** and tell him about the problems. He is polite and professional and allowed me to go into detail about the damage and my concerns about how I was receiving the same damaged items I had already refused from deliveries #1 and #2 but he had no answer. While I was on the phone, the drivers started to pad wrap the refused furniture but this time they "one-manned" the furniture out of the house other than the headboard. I offer to look at the chest in the back of the truck because I would hate for them to unload it for me to refuse it knowing it's heavy. Once in the back of the truck I can see that the chest has a rub on the front of the black lacquer wave design door by the left edge and a rub at the top front left facing corner on the black lacquer. Due to this damage I had to refuse this once again. This time no furniture was delivered. The drivers started off great but once I started to refuse items they went downhill. I am so upset about all the problems that my husband and I have experienced and the poor quality control at the New Braunfels warehouse. I would like to be contacted by upper management about my issues ASAP and I don't think this is an unreasonable request due to the circumstances. Something needs to be resolved here because I would like the answer to why new furniture was not ordered when I was told it would be and why they think they could try to redeliver the exact same furniture I refused. I'm personally insulted that the warehouse would think I, or any or your customers, would not realize they are receiving the same damaged furniture they refused from a previous delivery. Every delivery attempt cost me time and money by missing out on work to receive damaged furniture. I have paid 3 times as much for delivery due to all the hours of work I have missed.

Desired Settlement: I want my furniture delivered with priority since it has been a month and a half since I purchased the furniture from Ashley Furniture. Ashley currently says they can't schedule a delivery until March 20, 2014. At that point, it will be 2 months since I purchased the furniture. I want the delivery fee refunded and an additional discount since the second delivery crew damaged my wall (which resulted in damage to the furniture as well). I have lost a lot of time at work due to the incompetence of the warehouse personnel and delivery drivers. I am so upset about all the problems that I experienced and the poor quality control at the New Braunfels warehouse. I would like to be contacted by upper management about my issues immediately. This is not an unreasonable request due to the circumstances. I would like the answer to why new furniture was not ordered when I was told it would be and why they think they could try to redeliver the exact same furniture I refused. I'm personally insulted that the warehouse would think I, or any of Ashley Furniture's clients, would not realize they are receiving the same damaged furniture they refused from a previous delivery. Every delivery attempt cost me time and money by missing out on work to receive damaged furniture. At this point, I have paid 3 times as much for delivery due to all the hours I have missed.

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.


BBB's Final Determination: Consumer accepted resolution offered by the business.

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As I type I am still on hold for the 2nd time while waiting 45 minutes and still no manager on the phone. I had to call several times to speak to someone and when I did the manager said he would refund my money and hung up, I didn't get a conformation or reference number. I had someone from customer service call as well and all they told him was that their manager will get with his manager whenever they decide to refund my money. Apparently there is no documentation on my refund status so now I'm waiting to talk to a manager which apparently has been super busy for the past two days, that I have to call them. As fast as they are taking money why is it so difficult to refund the money?

Desired Settlement: I like my money back sometime within the week, not two weeks or three weeks or a year. Now!

Business Response: We believe that our customers request has been resolved, however we have been unable to reach our customer after leaving messages to confirm.

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


I am rejecting this response because:

After waiting two days from the original call to cancel my order and get my refund I waited an 1 hour on the phone with Ashley Furniture waiting for a manager, I was still on the phone as I pulled up to Ashley Furniture to get my refund. So guess what they had no clue where my refund went and didn't even have it on file, after I had just talked to the manager two days ago and told him I wanted to cancel my order and he said he would do that and then hung up on me. I was waiting for a conformation number or a reference number for my refund, I didn't get it. Customer service called the business and they said "my manger will get your manager when they have time." Um no Ashley Furniture as quick as you are to take money you need to be just as fast and sufficient in returning it. I had to physically go in and hand her my card to get my refund, I could of save my time and money if they would have told me to come inside the store in the first place. So no this wasn't resolved by the company I had to resolve it myself. 


Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch from Ashley furniture 2 months ago. The delivery men broke the couch and damaged my front door. I asked them if they worked for Ashley and they said no, which is contrary to what they advertise, i.e, their "own fleet of delivery trucks." I have spoken with someone at customer service almost every week over the last two months. The replacement part for the couch finally arrived and I called to schedule the repair. When I ask about my door they said they had no idea about it. The technician that originally came out to look at the broken couch took several pictures. I have asked about the door every time I have spoken with customer service. This time they told me to wait to hear back from them, which is what they tell me every time. Each time I call I am on hold for too long. This is the worst service I have experienced in a long time.

Desired Settlement: I would like the couch to be fixed to like new condition (This is scheduled for next week). I would like to be compensated for the damage to my front door.

Business Response: We have contacted our customer so that we can work toward a resolution.

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

I am rejecting this response because:

No satisfactory course of action has been planned to remediate the issue. A technician came to my apartment today to fix the couch but discovered that the wrong part had been ordered. I have not heard anything about fixing my front door.

Regards,

***** *****

Business Response: We are still working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 31, 2013, I bought a King Sleigh Bedroom set at your store in ****** *****. Ashley furniture delivered the bedroom set on 9/7/2013 and after sleeping on it and laying on it would make a noise under the bed. On Jan 31, 2014, as my husband was about to get on the bed, it broke causing to fall. Luckily he was not injured. After removing the bunky boards and mattress. We observed one of the rails had broken, the supporting boards with the screw on nuts were damaged, and two middle supporting legs broken. We also observed that the only thing that was supporting the rails were some small screws that barely were screwed into the rail wooden board. I believe these rail were not assembled with the correct screws. I am very disappointed. This furniture is less than six months old and its already falling apart. To resolve the problem, I requested an exchange from Ashley customer service of the damaged furniture or an exchange for an equivalent or better model, at no additional cost, or a refund. My wife then was then told that they could not send a technician or someone to resolve the problem. They instructed my wife she had to take photos and email them to them. After my wife emailed them the information and photos, my wife did not get a response until a week later. They then told my wife that they would not be replacing the bed and would only be replacing the parts. My wife then notified them that we had to be sleeping on the floor due to the bed being broken. They then responded they could do nothing more for us.On 2/10/14 UPS delivered some parts to the bed, but we then noticed that it was missing some of the broken parts. we again called customer service and they responded by saying that it would be another week for someone to come and look at the broken bed. This is the worst customer service we have ever received. I cant believe we spent so much of our hard earned money to this furniture store and getting treated like this.

Desired Settlement: We just want our furniture fixed or replaced. Any assistance in this matter would be appreciated.

Business Response:

Repairs where reported complete on 2/17/14. We are attempting to contact our customer to make sure that we have reached 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 unsatisfactory. After the technician pointing out some issues the bed frame has. We were advised by the technician to do some modifications to the bed. We had to go to Home Depot and purchase rubber stoppers for the supporting legs and purchase extra supporting materials for the the frame. He even took photographs of the cracks the wood frame has just in case it breaks in the future. I am still very disappointed in the quality of the bed. I should not be making modifications on a new bed. I will not recommend this so called business. e.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2013, I purchased furniture from this outlet that totaled around $3300.I ordered 2 mattresses, 2 box springs, 1 full bedroom set, a television stand, and a chaise lounge which were to be delivered on April 9, 2013. The first problem began with the delivery team, they wanted to come at a time that was not within the delivery time window that was previously given to me and verified through the delivery confirmation center. Secondly. the two mattresses that I ordered were the Simmons beautyrest plush pillow top mattress. The driver finally showed up and set everything up and upon leaving we signed for the items and he asked for a tip. After sleeping on the mattress I realized that it seemed very uncomfortable and upon inspection we realized it was a firm mattress not the plush pillow top that we had ordered. I called the store and told them that the label clearly stated that it was firm and not plush and they agreed to research my order and do an exchange. Two weeks later after I had called the store more that ten times I finally received a call from a manager by the name of ***** ****** that identified himself as the store manager and he agreed to do an exchange. The only problem was that the store didn't have a new mattress that was the same brand and style of the one that I ordered but they had one that was a display that I could have. Needless to say I refused the "used" mattress that they wanted me to accept. I was then told that I could come in and pick a new one out, so I preceded to the store to do so. The new mattress that ordered was $242 less than the original one and I was told that the balance would be refunded. It is February 3, 2014 and I have yet to receive my money back the manager ***** ****** and sales coordinator ****** ****** have been giving me the run around and avoiding me. I have been told that a letter was in the mail, that a check was in the mail, that the money was placed back on my GE card which would take 4-12 weeks to appear and none of this is true

Desired Settlement: I would like an apology from the two employees that have been lying to me for almost a year and I would like a refund of my $242 as well as a store credit for all of the wasted time and energy that I have put into resolving this matter. I have drove to the store more that 8 times trying to resolve this matter. I have called more times than I can remember and I have taken off from work early to speak to the manager in order to resolve this issue with no avail.

Business Response: We have contacted our customer to start working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Furniture was purchased, chair $360, and when delivered discovered it has a flaw in the fabric. There is a 4 inch, light colored stitching across the front of the seat cushion. Returned to the store ans was told to call New Braunfels to correct. Called while in the store and was told they could send someone out to look at it in 12 days. I advised that is too long and please take purchase back. Was told no. Called agin once back home and was told by a different representative that they could order a new cushion cover and in 4 - 6 weeks I can replace the flawed cover myself. After all it's "just a loose thread". It's not a loose thread. Its off-colored thick threading across a darker fabric. I don't want to wait a month and a half to correct something that was paid for in full 10 days earlier. The furiture was purchased on 1/11, delivered on 1/21 and returned to store on 1/23. The store claims they can't take back furniture that has been in the home 2 days. In fact it has been less than two day since the deliverey was at 6 pm.

Desired Settlement: I want the problem fixed within three days or if that is not possible then I want my money back and I'll go to a reputable store.

Business Response: We are working with our customer toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa and an oversized recliner on December 10, 2013. My furniture was supposed to be delivered January 1, 2014 but was delayed until January eighteenth and then it got delayed again and one piece is getting delivered on the twenty-first and the second piece is supposed to be delivered by the first but they said they have to call me to make sure it can be delivered that day because it might not be ready for shipping still. Meanwhile I already paid cash for it, got rid of my old couch and have nothing in my living room to sit on. I complained to the store and they told me there is nothing they can do for me but give a fifty dollar gift card that does me no good because I already made my purchase of what I wanted and nothing in the store is fifty dollars.

Desired Settlement: I would really have wanted some loaner furniture or a bigger discount. I was told I couldn't have a refund because I signed papers after ten days no refunds are given. I also signed papers stating my furniture would be delivered by a certain day and they fell through on there end of the deal. I would really appreciate if I received a discount off of my furniture for having to wait so long to have my furniture shipped.

Business Response: We have been in contact with our customer and will continue to work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased coffee & end tables plus 2 lamps 12/20/2013 and paid in full by check. Had tables delivered 12/28 but no lamps. Went to store on 12/28/13 to ask for money back on lamps we did not receive. At first told that refunds would not be given after 48 hours. We questioned a policy of not getting a refund for merchandise not delivered. Manager agreed to refund money but was told checks only cut on Fridays. So we expected check to be cut and mailed to us 1/3/2014. Husband went back to store on 1/14/2014 to ask what happened to our refund for the lamps. He was told by girl at counter that they needed to verify our address (note the same one they had on record for delivery) and was told to call back the next day. He did call back and was told that the check was mailed out 1/15/2014. As of today, 1/22 we STILL have not received our refund for the two lamps we purchased but never received.

Desired Settlement: We want to stop getting the run around and have Ashley Furniture refund the money owed us.

Business Response: We have contacted our customer to work toward resolution.

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

I am rejecting this response because: I talked with a representative from Ashley this afternoon on the phone. He indicated that it is a policy that they wait two weeks from date check is mailed to re-issue check and send via overnight FedEx.  I can't see why a check sent from New Braunfels would take 2 weeks to get to Austin.  However, 2 weeks will be Wednesday, January 29th (over a month since we paid for the items we did not receive) and expect that we will finally get our money by Thursday of this week. The check was not in today's mail and don't expect that it will be tomorrow either.


Regards,

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

Business Response: We have confirmed 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. Refund check was received 1/29/14


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional from Ashley Furniture in May 2013. I contacted them over 2 weeks ago because the furniture is not even a year old and the back cushions are flattening and the ottoman collasped. I was informed at purchase by the sales rep that there is a one year manufacturing warranty that would replace or repair within the first year of purchase so I called the customer care number and a man came out and took pictures and said I would be contacted within 24 to 48 hours on whether or not the furniture was repairable or if it would have to be replaced, never heard back. I called today and spoke with a representative and they informed me that they are not responsible and will not do anything because it is not a factory defect and because ottomans are not made to hold anything but feet. I asked to speak with her manage and she connected me to a manager that represented themselves as #****. He proceeded to tell me the same thing. I reviewed my contract and warranty, even went on the website and no where does it state the weight limitations for this piece of furniture. I asked him to send me something in writing and they refused stating that they didn't have anything to send to me backing what they were saying but still are refusing to repair/ replace the product as promised. They also declined to fix the additional issues such as the back cushions that are flattening which with normal use shouldn't be flattening because all that touches the back cushions are a person's head nothing more. The sides are discoloring and they are refusing to fix that when I have the original tag stating that the material is durable and will not discolor with exposure to sunlight. The man was extremely rude, unhelpful and talked over me every time I tried to get a word in. I just recently had surgery and did not deserve this kind of treatment especially after the money I have paid. I feel that Ashley sold me a defective/ cheap piece of furniture at a high price and scammed me by stating false facts when selling it to me to begin with. I have not even paid this furniture off and now I am stuck with a piece of garbage. I work hard for my things and to be told this was highly disappointing. This furniture is hardly used and when it is it is used it is used gently. No one clowns around on it or treats it roughly. I want them to take care of this issue as promised.

Desired Settlement: I want the sectional repaired and the ottoman replaced as promised.

Business Response: We appreciate our customer’s feedback. We were in contact with our customer prior to her submitted request through the BBB. Since that time we have left multiple messages, with no response. On attempting to reach her again today the voice mail box was full on the primary number. We would like to be of assistance, please contact us at 1*************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a dresser from Ashley Furniture on Black Friday. My husband and I picked up the dresser from the warehouse in Houston the following week. When we got it home, we found that the back panel of the dresser was torn. I called the corporate customer service and they sent someone out that was suppose to fix it. The technician said he had to order the part. A week passed and I never heard back so I called customer service and waited for 30 minutes to speak to a manager. Her name was ******. ****** told me she would order the part and get back to me. She never got back to me. I called the next day and waited another 30 minutes to talk to another manager, *****. ***** said that ****** never ordered the part and that he would. He also said for my trouble he would send me a $100 Ashley furniture store credit, which I never received. Two and a half weeks went by and I still hadn't heard from anyone saying my part was in and someone would be out to fix it. So I called and spoke to ****** again and she said she didn't know why the part wasn't being ordered and that she would call me back. I never heard back from her. I called back on New Years Eve and spoke to another manager, *** w. *** w. told me that he was going to have someone cut a piece for the back but it wasn't going to be the same color or wood as the original backing. I asked him to get me a new dresser instead of just fixing the original. He had to get approval. It was approved but he told me that since we picked up the original dresser at the warehouse that we would have to bring it in and pick up the new dresser.

Desired Settlement: I am pregnant and we had to borrow someones truck to pick up the original dresser. So since it wasn't our fault that the dresser was broken, I would like a replacement dresser delivered to my home and someone to pick up the broken dresser.

Business Response: We appreciate our customers feedback. We are attempting to reach our customer, at the number provided, to work toward a resolution. We have received no response. We would like to help, please contact us at ************* Thank you!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional on nov.2 was told it would be delivered on nov.23 we'll 2 days before delivery day it was pushed back to the 23. 23rd came and it was taken off the route due to non confirmation . I was mad already so I canceled the delivery and picked it up my self. Then when I unwrapped everything it was the wrong piece. So they told me it was a miss pull by the warehouse. They would send one out a.s.a.p. which means dec.17. They came out it was the same wrong one again. They responded with same excuse. Then came out on the 19th with same wrong piece. Went to the store spoke with manager assured me it would be taken care. It is now dec. 28 and were scheduled to come out again . But was told they have the same wrong sofa. I am at my wits end. They keep blaming someone else for the error. And meanwhile I'm losing money every time I take a day off to be home to receive the delivery. Extremely upset.

Desired Settlement: I would like what I paid for. first of all. As well as partial refund or store credit for my days I had to miss work. Due to their errors.

Business Response:

We appreciate our customers feedback, we have worked with our customer toward resolution.

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

I am rejecting this response because:they have not resolved anything with me. As of today 1/10/14 I still have not spoken to anyone in regards to my reimbursement for the days I took off to wait for them just to get the wrong item 3 times.

Regards,

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

Business Response: We have contacted our customer to confirm and discuss resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this sleeper sofa in sept of 2012,i had to have sleeper sofa for elderly inlaws when they visit fron England twice a yr!the bed part hardly gets used at all!! in nov we noticed it was sitting lower then usual on one end! we flipped sofa over and saw that the wood frame holding the bed frame to the sofa was bad and looked like an accordion,i called askleys and explained the problem ,they sent the first tech out,and he reinforced the wood with two blocks of wood on both ends !he said that should fix the problem and that it was made badly!!it did not hold ,the second tech came out and took pics but did nothing to repair it and that they would need to replace the wood and material and coushions!or repace the sofa !!we would hear from them in 48 hrs !! we did not !! had to call again and spoke w a rude customer service person asked to speak w head office and spoke w/ ******! she looked at the pics on file is what she told me and agreed!she would get w tech center and warehouse and that they discontinue furniture all the time!!she would call me back by 7!! she did not!! gave her 4days to call me !! had to call back,spoke w *** who said he was head mngr of customer service and that because it was out of warranty I would have to pay 89 dollars an hr to fix the prob!i explained it hardly gets used and that quote quality furniture should last more then a yr with or without a warranty! he explained like w a car they wont replace or fix anything w out paying to get it fixed !I told him that's why they have recalls and they fix what was made improperly free ,he said I would have to prepay at a ashleys store before they would pk up to fix the p*** that should of never happened to begin with if made properly! I expected better from them especially when they advertise quality furniture ,well this has not been the case ! quality furniture should last a lot longer then one yr!! please help with this situation ,*** talked to me like I was a stupid woman ,really in this day and age I expect more respect! Product_Or_Service: sleeper sofa Order_Number: ********* Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like it to be fixed w no charge due to the wood being bad to begin with ,or replaced like three people from them said it actually should be

Business Response: We have attempted to reach our customer multiple times with no response, we would like to work toward resolution.

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

I am rejecting this response because:

Regards,

********* * ******** I have called and every time I call **** is not there ! iam calling on Monday the 20th to see if I can reach her .I have asked if they fix the problem will it be guaranted they said their work is but they cant give that in writing or any documentation to state that! I will talk to her mon, I too work all week from 7 -530 but will do so on my lunch brk 

Business Response: I have been able to speak with the customer and we are working towards 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,

********* * ******** I do not know yet as soon as we are done with all of it I will know,they are pkng up my sofa on Thursday and we will go from there 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I only got half of what I ordered after waiting 2 weeks and did not find out about this partial order until the delivery guys were walking in my house I am very unhappy with how I have been treated by Ashley furniture homestore. My delivery arrived today but only a portion of it. The delivery guy tells me (after I have been waiting for 2 weeks) that they loaded the truck yesterday and didn't have all of the pieces. He states someone was supposed to call me. No one called me! The customer service representative that I spoke with tells me I have to wait "approximately" another 2 weeks for this additional piece. UNACCEPTABLE! No one called me! As the customer this company as screwed me! They have required that I hold up my end of the bargain but the company is not being held responsible for holding their end of the bargain. I could remain in limbo for months at the rate this is going. I want to know who can rectify this to my satisfaction.

Desired Settlement: I want expedited delivery of the next piece and 10% off of my purchase price. I am requesting this because the company failed to notify me that they did not have all of my delivery and because I have having to wait an additional 2 weeks to "maybe" get it. I was told that if I didn't answer my phone I would lose my date and it would get pushed back. I was told "Don't miss that call." So I didn't miss it. I could have ordered from another company across town and had my furniture delivered the

Business Response: We have resolved this customers issue

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional couch November 3rd, had to make delivery for Nov 23rd. On November 22nd they called me to tell me their was a manufacturer delay on my furniture and it would be delivered the following Wednesday November 27. I even received the call saying delivery was November 27 between 4:30-7:30, I took time off work to receive the furniture. On my way home they called to re schedule saying they still did not have the furniture. Then I went back and forth with multiple failed delivery dates, including another day of work I missed. November 30th 12-3, no show, December 4th 4-7, no show, December 12, no show. I called the customer care so much I spoke to most of the people there and could know who I was talking to by their voice. I called the store to just get my money back and let it go so that I could make sure I have furniture in my house by Christmas since I was supposed to have it by thanksgiving and it didn't happen, they said it would be delivered today December 21st, 2013. Finally a truck showed up to my house and they brought in my furniture and it was not the furniture I picked out in the store. I called and customer care say there is nothing they can do. I drove to the store, and spoke to ***** and he tell me there is nothing he can do until Monday , two days before Christmas and I have no furniture in my living room. I just want them to fix it and they say there is nothing they can do until Monday. This is not fair, and I just want the public to know that this company does not care about their customers and have hurt me very much. I have cried to many days over this and they refuse to try and fix anything.

Desired Settlement: I wish they would fix their problem and the pain and Inconvenience they have caused me and my family.

Business Response: This customers issue has been resolved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/29/2013 my Fiance (****) and I bought a set of recliners from Ashley Furniture, as well as a five year extended warranty. A year ago the reclining mechanism on one of the chairs broke. I had forgot about the warranty until a few months ago when the mechanism on the other chair broke as well. I searched for the warranty and found that the mechanisms were still covered. **** called the Ashley store where we bought the chairs, who referred him to the corporate office that deals with that store. **** was told that the part was covered but, not the labor. **** told him to send the parts and we would get someone to fix them ourselves. **** was then told that the parts needed were no longer being made and there was nothing Ashley could. **** did some searching and called a guy by the name of *****,who was in a position to help. After explaining everything and several phone calls later, ***** said that the parts were in fact not being made but,a part could be made he just needed the serial numbers. Weeks later two boxes arrived and **** was told that a service tech would be coming to attach the part to the chairs. When the tech came by he opened one of the boxes,and told **** that these were the wrong parts and that even if he could attach them, the reclining mechanism still wouldn't work. He said that he had a part in his truck that may work and he would get it and attach it to one of the chairs. **** said that he would rather not do that because he didn't want to void the warranty by accepting the part. The tech agreed and left. The next morning **** called *****, who was unavailable so **** had to explain the whole story to someone else, who agreed that **** did the right thing regarding the parts and warranty. She said that she had to go over the tech notes with ***** and would call him in the after noon. he never heard from anyone again. **** has tried calling three times but, has been told every time that ***** isn't available. We have tried being nice but, we can't keep doing this anymore.

Desired Settlement: **** is disabled and bound to a power chair due to almost complete and progressive nerve damage. He is diabetic and is in excruciating pain because he is having a hard time finding ways elevate his feet. This is about a quality of life and the recliners are basically a medical necessity. Because of the way we have been treated and the fact that their product is not of good quality, we have decided, per the warranty, we want a refund so we can purchase proper furniture elsewhere.

Business Response: I have spoken with our customer and we are working toward resolution.

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

I am rejecting this response because Although I have been contacted by the business, after they were contacted by the BBB, I am rejecting this response until both parties are satisfied by the outcome.

Regards,

**** *******

Business Response: We have contacted our customer and are working toward 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,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a table and chairs set from Ashley furniture on Nov 27, 2013. It was scheduled for delivery on Dec 4, 2013. On the morning of the delivery, I was called by the warehouse manager to inform me that my item was on back order and was at the time of my purchase.I took a day off work to receive my items and was only notified late morning that my delivery would not be possible and it would be more than a week before the table is in stock and could be rescheduled for delivery.Ashley furniture has a 48 hour refund policy, agreed, but the item was sold to me, knowing it was on back order and I was only notified of this AFTER the 48 hour period was up therefore locking me into a contract with Ashley furniture. Not to mention they booked a delivery date knowing that the item wasn't available! If it isn't available at the time, customers should be notified that this item isn't in stock and there is a chance there could be delays, I would've either accepted the risk or looked for another table. There was nothing of the sort, simply take your money at which point they can do as they please with their customers....right after the 48 hour is up obviously.This is incredibly poor business practice. Given the item hasn't been received and is still not even with Ashley furniture from the manufacturer, I requested a refund as I need a table for my family this weekend. The manner in which this was dealt with was far from acceptable, it was more of a "Well there's nothing we can do for you and there's nothing you can do to get out of this" response from the management team.I was offered a discount on a future purchase as compensation. Why would I ever shop there again after this experience?

Desired Settlement: Full refund of the purchase price, that is all.The item hasn't been received by Ashley and is a regular stock item.

Business Response: We are attempting to reach our customer to work toward resolution.

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

I am rejecting this response because:

I have tried repeatedly to contact Ashley and return the calls of their representative. I would be happy to supply the phone bills reflecting the numerous calls I have made.

Given I have been unable to make contact, I don't consider this complaint closed.

Regards,

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

Business Response:

We have contacted our customer to provide 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov 7, 2013 I purchased a daybed with trundle to be delivered on Nov 19, 2013. I paid the $746.93 bill by check (but verified it cleared the bank on Nov 12th). I received a call from Ashley warehouse personnel today to notify me they had not received the merchandize and would not be able to deliver it on the 19th and did not know when they would receive it from the manufacturer. This is not acceptable because we have a busy schedule with house guests coming for the Thanksgiving holiday, so I called the store and asked for a refund. I was told it would take 1 to 2 weeks for a refund and it would have to come from the corporate office in New Braunfels. I called the corporate office(**** ** ***** *** ********* ** ***** ************ and relayed the above to 3 different people before I talked with a woman named *******. ******* told me it was too late for them to cancel the order, that she could not refund ,but could give me credit to purchase other furniture from Ashley. Given the options offered by the corporate office I prefer not to do business with them in the future. This is the first time I have been told a corporation official they could not refund my money for merchandise not received.

Desired Settlement: I would prefer to avoid legal action againt Ashley but will if it is necessary to receive return of my money.

Business Response: We have spoken with our customer and working toward resolution.

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

I am rejecting this response because:  The company has said I will receive a refund on Tuesday via FedX.  When I receive the refund I will consider the matter closed.

Regards,

***** ******

Business Response: We have contacted our customer and confirm that the refund was received.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2013 Delivery Issues | Complaint Details Unavailable
12/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Leather sofa purchased January 4, 2013, delivered January 9, 2013 within a month we had to call customer service due to sagging cushions. Took about six weeks to receive repair parts and installation. Two weeks later had to call for service due to discoloration of leather. Finally August 15 the unit was replaced. Three days later called customer service due to sagging cushions. Took over three weeks to obtain parts, for one cushion, should have been two, and tech to replace. Within three hours replacement cushion was again sagging. Called customer service again on September 21 and requested a full refund. In October customer service manager, ******, offered for me to select a replacement sofa. We made the trip to the Pasadena showroom and selected a sofa. Now on November 20 customer service manager, ******, stated that a replacement unit was declined. Only option available is a 60% refund, after pick up, which is unacceptable or repair of cushions. As this situation started less than a month after receipt of the sofa a 40% loss is excessive.

Desired Settlement: That Ashley pick up their defective merchandise and honor their commitment of our being able to chose a suitable replacement. We have a voice mail from ****** asking about the offer, yet when we call ****** informs us that this offer is declined. Why should an offer they made us be declined, it was their idea to begin with. Should they not honor this commitment, I don't see any reason why we should be penalized with a 40% loss.

Business Response: The products warranty allows for repair of defects within the warranty period. We are assisting our customer with the resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a table at this store. Picked it up that same day from the wearhouse. When we assembled the table we noticed that the clear coat on the table would scratch and bubble up with the slightest touch. The next day I went down to the store and compared the table in there to mine. The display table will not scratch the same way.Ashley sent out a tech to look at the table. He informed me that this was a defective glaze and should not scratch like this. After repeated calls to the store and about 10 days later I finally call back and a manger tells me that after looking at the pictures of the scratches this is not a manufacturers issue and they will do nothing. The majority of the scratches that are on the table were made by the tech that Ashley sent out to see how easy the table scratches. There is no way that the manger can look at pictures and see whether or not this is a defect. The tech that they sent already confirmed this and the table in the store will does not scratch like this.My 2nd compaint is that when I bought the table we were lied to and told it was not veneer and was real wood. When I went in to confront them about this the next day to tell them to return it the Manger, *****, said that he will give me the Montage warranty if that would make me happy. I accepted and was promised an email confirming this which I Never got and now can not get a call back from him. PS, all calls I made to the store and the managers were recorded and I can pull the calls if needed.

Desired Settlement: I will accept 1 of 2 things. Either they take the table back and refund my money.Or they do what they promised and give me the warranty (I am asking for the warranty on the table only) AND replace the table with one that doesn't have a defective vaneer.

Business Response: We have been able to resolve this customers issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashely Furniture on Restaurant Row did not do one thing right. The salesperson filled out the paperwork incorrectly, so the delivery driver didn't know to take the old mattress away. The delivery driver was rude and claimed the old mattress was stained when it wasn't. The new mattress was defective. The store manager said he would send someone out to look at it but didn't. I never received a bill so I was reported to a debt collection agency.

Desired Settlement: I bought the mattress in part as an attempt to rebuild my credit. By failing to send me a bill, Ashley Furniture negatively impacted that attempt. I want several things. I want all negative reports on my credit removed. I want a letter of apology from the manager of the store. I want them to come get their bed and give me my money back. I don't want an Ashley Furniture product in my home.

Business Response: I spoke with Ms. Brewer and explained the billing process and that she should not have been turned into collections yet.  I also gave her the correct number to call and advised her to check with them on her billing statement.  She is very please with everything and was just upset over receiving a debt collection notice. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently went to a Ashley furniture store in Houston, Tx. The first thing I asked before purchasing a bed was, " do you deliver to corpus christi"? I was told yes. They had a queen size bed on the sale floor, That I purchased but was told due to it being the last Bed available that I could only have it delivered to Houston, tx area. So I had it delivered to my brothers then to corpus Christi where I live. When I got the bed home, I then realized that my mattress (queen) was to small. At this time I noticed they had delivered a cal/king bed. I checked my receipt and it says queen as well. I call the manager and he tells me they have no queen is was a mistake and labeled wrong. So it take me two weeks to finally get someone on the phone to assist in resolving this problem. I make a deal with customer service that I will exchange the bed for and entertainment center to make it easier. I told her I live in corpus Christi, she said "no problem". I paid the difference of about 30 bucks, and was told it would be delivered on Oct 31,2013. So I wait Two more weeks. The day before delivery I am told they have none in stock now. She tells me I will have to wait till Nov 8, 2013 before I can receive my exchange for the bed delivered to my home. Three days later I receive and email from original sales men. Telling me they can not deliver to corpus christi at all period and sorry for your loss. This company has lied to me twice on two separate purchases, and taking over a month to get me absolutely nowhere at all with them, except I have a wrong sized bed that I do not want or need, and no entertainment center that we all agreed on for exchange for their mess up.. I told the manager I was going to file a claim and he said ok sorry for all the trouble. That's it.

Desired Settlement: I either want them to honor their deal with exchange or I want my money back. I have the receipt that shows I bought a queen bed.

Business Response: Our store manager should be contacting our customer to work  toward a resolution.

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

I am rejecting this response because: You have made 0 effort in contacting me or rectifying this situation.  I have never heard from you.  I have had to contact, call, wait on hold, dropped calls,  emails that never get answered.  So when are you going to contact me ever?  This is the reason I had to contact BBB.  Because your company is lazy and incompetent.   I HAVE NOT HEARD ANY RESPONSE FROM THIS STORE FOR OVER A MONTH.   So to read this short sentence reply of "we will be getting in contact with customer"  what a joke. If they would have known what the hell they where doing and also got in contact with me to resolve this,  I would not be this pissed off and also still be in a situation that is unresolved after two months of bullshit. They better come up with a little more resolution then that lame ass response they sent. 

Regards,

***** ******

Business Response: We apologize that it appears that we have not been able to reach our customer. We do want to help work out a resolution. Each team member who has attempted to contact our customer at the only phone number that has been provide has been forwarded immediately to a voice mail box that is full and can not accept messages. Would it be possible to obtain another contact number, or to contact us directly at **************. Thank you!

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Furniture, and Montage Warranty that was purchased did not perform as described by sales associate. Ashley retail store turned our issue over to corporate office. Corporate office very combative about issues, not willing to admit to any wrong doing.

Desired Settlement: Full Refund

Business Response: The Montage Furniture Services Company is replacing our customer’s furniture through a claim our customer filed with their company. We are unable to assist with changing the terms of how the Montage Furniture Services Company processes the claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to ashley furniture on 11/23/2013 to but furniture on layaway for my new home. The sales rep was very helpful took me back to processing desk to pay for me furniture and informed the cashier that i was putting down my deposit to put the furniture on layaway. The cashier informed me that the total due at that time was $342 and i agreed. He ran my credit card for the full amount of the purchase. I told him that i was only to be charged $342 in which he applied he didn't know what happened and was sorry for the mistake. They decided to credit me back the difference which failed as the charged me the full amount for a second time. The store manager came out because i asked for them and she informed me that they had made a mistake and that they were going to void the charges and the funds would be available to me at midnight of 11/23. I told her that was unacceptable and i needed the funds that were charged to me returned before i left the store. At that point she told me that i was on private property and she was calling the police. Today is 11/26/2013 and i have yet to receive the funds.

Desired Settlement: I want a full refund and an apology from the store manager to my son for how we were treated during this whole process. My credit card was charged twice incorrectly and they stated that I was on private property and called the police on me. They made me feel like I was criminal by stating that in front of my family, when I had done nothing wrong.

Business Response: Mr. ******* issues have been taken care of.

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

I am rejecting this response because: 

Regards,

*** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I request a refund on a purchase I made, and I was told that am not entitled to a refund despite not having the product in my possession. I paid in full $1,005.63 for a sectional furniture at Ashley's furniture on the 29th of October 2013.Delivery of my product was scheduled for the 5th of November 2013. The Sunday before my scheduled delivery date, I received a call from Ashley's furniture stating that due to manufacturing delay I would not be able to receive the said product on the original schedule day (5th of November 2013). They rescheduled for the 8th of November 2013 which was fine with me. The dispute started when an automated system called my cell phone on the 7th of November 2013 about 11AM stating that I must respond to this voicemail before 2PM otherwise my product will not be placed on the truck for delivery on the 8th of November. After work, I checked my voicemail at around 5:45PM. Upon hearing the voicemail from the automated system, I quickly called Ashley's Furniture to try and get my product delivered on the 8th November. Firstly, I was not satisfied with the courtesy of the customer service representative, and secondly I was disappointed at not receiving my product after two set delivery date. Therefore, I requested a full refund for not receiving my product on the schedule days. I have made numerous calls to Ashley's furniture and spoken to several different customer service representatives and Managers and all I have been getting is a "no refund policy" and that the best they can do is allow me the luxury of choosing a different product at the same price. On the 18th of November, I finally got a call from a store manager stating that the refund is being processed and I would get a call from the Sugar Land store before the end of the week(18th November 2013). I haven't gotten a call from Ashley's Furniture at Sugar Land. Therefore, I called to find out what's happening with my refund. I got the same old story stating that it is still being processed. I am sick and tired of not being able to receive my refund after two weeks of constant dialogue. They even attempted to deliver the product without my approval/knowledge. I got a call while at work from one of the delivery guys on the 20th of November 2013 stating that he is on route to my apartment. I told him that this purchase has been cancelled a few weeks ago and that I was not expecting anything from Ashley's Furniture store. I did notify one of the managers that I would take this matter above its current level and she took me lightly. I humbly request help from the Better Bureau, to get my refund. Regards, Irritated Customer ******

Desired Settlement: I request a full refund on the product purchased plus the delivery charges which totaled $1005.63

Business Response: This customers refund is being processed

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,  during my final attempt to resolve this dispute with a manager, I was told that my refund is being processed and that was over two weeks ago. How long does it takes to process a refund?

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/2/2013 Problems with Product/Service | Complaint Details Unavailable
12/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter applied for store credit, with me co-signing; we were approved for a $4,000 line of credit. My daughter bought a sofa for $537.94. Paid $110.00 at time of purchase, leaving a balance of $427.94. When her first bill arrived in the mail, it showed her purchase of $427.94, plus an erroneous additional purchase amount of $1232.91. I filed a complaint and a dispute with the company last month but to date have not heard back from them.

Desired Settlement: The $1232.91 charge removed from the account.

Business Response: We have contacted our customer to work toward 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9-18-2013 I scheduled and paid for 2 hours of maintenance service on a piece of furniture with customer service representative ***** and was given a "Request number of ******". ***** advised that 2 hours were no doubt required. I was transferred to *** and paid in full using a Visa credit card. The service tech came out on 9-28-2013 and only required 1 hour and advised me to contact Customer Service in order to get a refund for the 2nd hour. I proceeded to contact them on 09-30-2013 and again spoke with ***** who advised that she would process the refund and I should receive it in 7-10 days. Due to no refund being received I called again on 10-15-2013 and spoke with ****** who advised that she would have a supervisor call me with the status. Due to no return call I again called back on 10-16-2013 and spoke with ****** who advised that was an issue but it had been resolved and refund should be received in 7-10 days. On 11-06-2013 I called back again due to no refund and spoke with ******* who advised that a supervisor would call me and again they did not. I followed up on 11-06-2013 and spoke with **** who transferred the call to Supervisor *** who advised that he had no idea what was delaying the refund and had no way to verify the status or expedite the process without speaking with ***** who put in the original request in. I was advised that he could not help in anyway to get answers, I in turn advised him of all my calls and attempts to collect on my refund and he assured me that I would hear back from him or ***** later that day. As of today 11-11-2013 I have not received any phone calls and I have not received a refund or credit to my Visa card .

Desired Settlement: I would like a prompt inquire into why my refund has not been processed and I would like to be refunded for the over payment asap.

Business Response: We are attempting to reach 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. They are processing a refund and we should see a credit within 7 days. I hope that they will hold true. If not a second complaint will be filed.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 8, 2013, we made a $6600+ purchase of furniture from the store. We understood the delivery would have to be in two deliveries a month later. (Here, a serious lack of service issus.) At the delivery of the first partial September 24, 2013, it was noticed that the dining table would not come apart to release the extension piece/ leaf without terribly too much effort. After much tension, I got it released to take out the leaf. However, I could not close the table completely. After a call, a service tech did come to confirm that the table indeed was not functioning properly. It was told to my wife that another would be delivered in another month. He also looked at the TV cabinet on which a door was not aligned. He stated that the frame was damaged. On October 10, 2013, our second partial delivery occured, however, it was noted that the complete delivery was not there, as the sleeper-sofa was to be delivered at an even later date. Now a month after having purchased the furniture, we do not have our complete purchase. The delivery tech, upon noticing that the necessary hardware was not there to assemble my daughter's bed, stated that he would return by the end of the day with the proper hardware to fix the bed. That was confirmed at about 5:30 pm with my wife and the office. They stated it would be about two hours before he would back to our house. At 8:55 pm, I called the store to question this complete lack of appropriate service and promised attention on getting the bed repaired, as no one had returned to my house to fix the bed. The manager never returned my call this night to answer my question of when this necessary repair would be done. I inquired if my third delivery would be as hellish as these first two. The customer service is seriously lacking.

Desired Settlement: With resepct to the bed, I should like to have it repaired in a timely manner. The dining table needs to be replaced (should be in the works). The TV cabinet is falling apart, so I want that replaced. A tech saw the cabinet and stated that I should take pictures and submit information online. I am not going to take pictures to submit an online request. It's falling apart. They need to come and exchange it! I have no control over the THIRD delivery they are to make, except that it is a terrible service to have my initial order delivered over a month after I purchased it.

Business Response: I have contacted this customer and we are working with him to resolve their issues

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

I am rejecting this response because:

Complaint has not yet been resolved.

Regards,

***** *****

Business Response: I spoke with this customer on 10/25 and had understood everything was taken care of.  After reviewing the notes, I have called and left a message requesting a call back to schedule a craftsman to look at his Entertainment center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: As of Friday, November 8th, I would like to file a complaint against Ashley Furniture HomeStore a/k/a/ "Ashley" located on ***** ** *** *** *, Spring, TX 77380, based on false expectation of delivery and poor customer service. Saturday, August 24, 2013, we agreed on a layaway plan with Ashley for a four piece bedroom set and a TV stand. We made monthly payments as agreed to, and made the final payment in person on Saturday, October 26, 2013. We received multiple verbal communications that 'all items' (four-piece bedroom set and TV stand) were available for delivery on Saturday, November 2, 2013. ***** *******, an Ashley sales associate, and the payment officers confirmed that 'all items' were available and will be delivered on Saturday, November 2, 2013. With that in mind, we purchased a full kitchen table and accent table on the same day. The estimated time of delivery for the second order was Saturday, November 9, 2013.On Saturday, November 2, 2013, the delivery crew dropped off three of the five items. We were informed at that time that 'all items 'were not available. The delivery crew mentioned that some of the items have been on backorder for months. The problems begin. We spoke with multiple customer service representatives and received conflicting stories and new/changed delivery dates. No one showed any apathy about this situation and some were frankly rude. ******* **** was a customer representative that we spent the most time discussing this situation. He mentioned that he would follow-up with us within 72 hours from Saturday, November 2, 2013. We never heard anything, no a text, no phone call or no e-mail. I called for ******* on Wednesday, November 6th, Thursday, November 7th and finally reached him on Friday, November 8th and that is when we received a new date for our second order (full kitchen table and accent table). The original delivery date changed from Saturday, November 9, 2013 to Saturday, November 16, 2013.They are constantly changing the delivery date w

Desired Settlement: We would like a full refund, in the amount of $2,306.05, on the order placed on Saturday, October 26, 2013. This location and customer serive department have provided us with false expectation of delivery and poor customer services. No one call either my wife or myself when an item(s) was not available, and think we do not work to keep changing the dates.

Business Response: We were able to resolve this customers issues.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a bedroom set from Ashley Furniture. It was in our home for 18days before it cracks in MULTIPLE places and COLLAPSED. I have a pacemaker and fell because the bed collapsed. Which could have seriously injured me! I submitted a warranty claim and asked Ashley to refund our money for the bed. I still unfortunately also have the 2 dressers I bought with the set. They will not match anything else I purchase. I want to return the whole set. Ashley called tonight and said they are UNWILLING to take back their broke, destroyed bed. They will instead send REPLACEMENT rails. Umm, why, so it can happen again???? I want them to be held accountable for their products. I am now the owner of HALF a bedset. I cannot even used the bed. The rails, supports, everything broke off that bed. Ridiculous. They should refund my cost for the bed, they can have it back!

Desired Settlement: I would like a refund for the entire bedroom set. They can pick it up. I can't use the bed at all and the dressers will not match any other bed I purchase.

Business Response: I was able to reach our customer so that we can begin working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: November 1st 2013 was suppose to be our delivery date. We did not recived any of our furniture// we had to go and pickit up from the warehouse, that same day.After waiting for 2 hours they gave us 1 brand new sofa and a used sofa and coffee table. The way I know it was used, becasue I saw them bring it out for the sales floor were they sell all the scratch and dent furniture. I payed for new furniture not used. I contact Ashely the next day and told them the situation and the only thing they can do is send someone to repair it.This is not what I wanted, I want to get what I paid for , not used?? They said they would only repair the Iteams??

Desired Settlement: I want new furniture not used or sales floor quality.

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. Has long as they will replace my purchase iteams. They will deliver them on Saturday 11/16/2013. Also I would like to get some monatary conpasation for all my trouble in picking up these iteams and time lossed from work and waiting for delivery.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bougth a full bedroom set on 6/26/13 and i was told that in two weeks it would be avilable at their warehouse. and they change the date again and again. Finaly i get a call that is ready after about two months of waiting. So i go to pick up and the mirror frame was damaged which was finally repair by some guy that just showed up at home. and one of the mattress does not look like new at all. First i bought new furniture for a reason and scrath and dent stuff. And when i went to pick the bedroom set the head and foot board are damaged so they tells us that we have to call to reorder and it would be another two weeks, so it will be october next monday and i have no head and foot board yet. the most important pieace of all is missing. and i do not know if they will ever deliver. I do not understand why they would call for pickup and they did not bother checking to make sure all was complete.

Desired Settlement: Refund todal amount of 1514.59 and need Ashley to pickup the rest of furniture.

Business Response:

We have contacted our customer to begin working toward resolution.

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

I am rejecting this response because: I have not receive any calls from business.

Regards,

**** ******

Business Response: No call back number was made available in this claim. We then contacted the number on the account and spoke with a Mrs. ****** on 9/28/13 at approximately 5:10PM. We offered a resolution at that time. We were advised that our customer would call back with a decision; we did not receive a response so we called and left a message again on 10/04/13 at 11:35AM. We still have not received a response.

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

I am rejecting this response because: we have not recieved a call.  call ************

Regards,

**** ******

Business Response: ****

Thank you for reaching out to us. This case *******, is actually a duplicate of BBB case *******. The number our customer has provided below is the same number that is listed on our customers account, our records and call recordings show that we have attempted or successfully reached our customer’s on: 8/9/13, 8/10/13, 8/12/13, 8/12/13, 9/02/13, 9/13/13, 9/28/13, 10/4/13, 10/7/13, 10/11/13, 10/14/13, 10/18/13, and 10/19/13. These dates are specifically when contacting in regards to the BBB claim, and do not include additional contact from our automated systems, customer care department, and delivery support staff. We have continually worked on and offered a number of resolutions with our customer throughout this process and will continue to follow up with our customer until resolution is full reached. If there is anything further we can do to be of assistance please let me know.

Thank you!

***** ********
Customer Care Escalations
Hill Country Holdings, LLC
dba Ashley Furniture HomeStore
***** ******** **** ****

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

I am rejecting this response because: I have not recieved my refund eventhough they pickup the furniture about a week and half ago.

Regards,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/5/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My initial delivery date was 4 days after purchase. I confirmed. Took a day off of work unpaid. They did not show up. I called the customer care line and they said their system had a glitch and we would have to reschedule 4 days out. I asked for a manager to request it be the next day. They were not willing to work with me at all. I finally accepted Tuesday upon the condition it be first thing in the morning. Would not agree and told me to talk to the store manager. I went to the store to talk to the manager ********* and he assured me he would "babysit" the delivery and have it delivered Tuesday morning if I called him on Monday. They would only schedule it for the afternoon. I called him on Monday and he denied the conversation. I told him I would come by the store that day for a refund and he said ok. When I got to the store he refused to refund my money. Their sales policy states that you are only offered a refund within 48 hours of sale. Their delivery is scheduled 4 days out minimum. At this point if they fail to deliver the product you are stuck. They have been completely rude and shown no desire to help me except continue to make empty promises. I am currently battling between my credit card company and Ashley Furniture Homestore to get my money back for furniture they have continuously failed to deliver. At this point the company is refusing to work with me to schedule a delivery in the morning which was promised to me was possible. They will not refund me for furniture I have yet to receive!

Desired Settlement: I want a full refund for everything I paid. I have yet to receive the furniture I payed for. They can keep the furniture. I want my money back and no connection to this company!

Business Response: This customers issues have been resolved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased $3800 worth of merchandise in October of 2012. Soon after the sectional started falling apart. I have spent 5 months trying to get a resolution. The store offered to allow me to reselect and on delivery day, corporate refused to delivery the new furniture I paid extra for. Finally I got them to delivery it and now 4 weeks later the reclining sofa springs are defective and it is sinking on one side. The regional manager, ******* ****** at phone number ************, called my wife on 10/4 and offered to return my payment of $900 for the sectional and pick up the defective sofa. Then he took back what he offered and said he would either give half the money back and pick up the sofa, or pick up the sofa and loveseat that has no issues and refund all my money. He lied to me and my wife, and now we are stuck with a sofa that is broken.

Desired Settlement: I want a credit to my card for what I paid for the sectional in October of 2012 as promised on 10/4 by ******* ******.

Business Response: Although we have worked diligently with Mr. ******** to satisfy all his concerns he is still unhappy with the resolution.  This customer is now being handled by our legal department.  Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchase a round glass breakfast table and 4 chairs (2 white leather and 2 black leather) from the location ***** ******* ******** ******** ** *****. It was delivered on a friday night. We told the delivery gentlemen that they scratched the table top, and there were black lines on the 2 white chairs which appeared to be from the way they were stacked. We were informed that there is a 14 day satisfaction guarantee on all furniture, and the pieces would be replaced. The following Monday 3 days after delivery, I called the store and opened reference number ******. They asked for pictures to be sent of the damage. Monday evening I emailed 5 photos to the email address they provided (*************************). I did not hear anything on tuesday, so I called on Wednesday asking for a status update. They indicated they did not receive the photos, and told me that they would not receive emails larger than 5 mb in size. On Tuesday evening, I then emailed them 5 individual emails with one photo each. Having heard nothing, I called them again on Wed afternoon, and was told they were filling out the paperwork and that the table top and 2 chairs would be replaced, they just needed to secure the items in inventory and come up with a delivery time. I was told they would call me back in an hour. On Thursday, having not heard anything I called again, and was told that they were still waiting on the time, and I would be called in 30 minutes. I waited until Monday to call again, and was told that they only knew of one chair, and would need to get with the original customer support rep to see the status, and I would be called in 30 minutes. I did not hear anything for over 2 hours when I called back and was told thee original represntative was at luch. It has now been a full week, not once have received a call from the company as promised, and I still have a scratched table and 2 stained chairs. I feel it is time they honor their policy and replace the items.

Desired Settlement: I would like a new tabe top and 2 new white chairs.

Business Response: We are able to work with this customer and resolve their issues.

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

I am rejecting this response because:this is not a resolution. They have not called me with a replacement date.  I will only mark this resolved when the items have been replaced. 

Regards,

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

Business Response:

Our customer has scheduled a delivery date with us. We will continue to work toward resolution.

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

I am rejecting this response because:

They came today with the total incorrect items.  To be replaced were 2 WHITE chairs and the GLASS table TOP.  What was sent to us, was 2 BLACK chairs and the wooden table BASE.  Nothing was swapped out and now we have to wait again to have the correct items sent to us.

We sent PHOTOS of the damaged pieces, so how this was ordered incorrectly is beyond me.  We need the correct items.  Only then will this be considered closed.

Regards,

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

Business Response: I had spoken with Mr. Coppola this morning and apologized for the wrong pieces.  The whse thought the color on the barstools was keyed wrong as he does have 2 white & 2
black.  The table base was a keying error.  I have corrected and scheduled him for the correct items to be delivered on 11/1/13.


**** *********
Customer Care Escalations 
Hill Country Holdings, LLC
dba Ashley Furniture HomeStore
************
*** ****

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 items have finally been replaced.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture has delivered severely lumpy "memory foam" mattresses which my husband and I have now spent 4 nights sleeping on. This is causing severe stress and back aches as well as hip and neck issues.I have already made attempts in person, by phone and e-mail to resolve this issue. Ashley Furniture is refusing to allow me to return the defective items and there lack of action has resulted in physical pain and suffering. My first attempt at resolving this issue was In person at the store location on Sunday October 13, 2013 at aprox. 5:00 pm I approached the customer service desk in person and explained my issue. My second attempt was by phone to the Ashley Furniture 1800 customer line, on October 15, 2013 at aprox. 10:30 a.m. I was advised by a rep. that I would get a call back and I never didMy third attempt was in person again at the Ashley Furniture store on October 15, 2013 at aprox. 8:00 pm. I was Advised by Mr. **** ******, store manager, that there was nothing he could do, he advised that I had to provide proof in the form of pictures e-mailed so that a "mattress technician" may then be sent to asses if there is a defect of the product.All the while my husband and I continue to suffer from uncomfortable pain of sleeping on the worthless mattress. We are losing sleep and it is affecting our jobs as well as our daily routines!

Desired Settlement: Due to the harsh neglect that I have experienced from Ashley Furniture I no longer wish to be a part of any business transaction and require a refund, which they are explicitly denying me.As a consumer who was paramountly dissatisfied with the products purchased I require a refund and will not expect nor do I desire a replacement. I want nothing more to do with Ashley Furniture or any of their products.

Business Response: I have spoken with this customer and we are resolving their issues

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

I am rejecting this response because:
As of today i have not received any replacement  mattresses as promissed.
Regards,

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

Business Response: We have now resolved this customers issue satisfactorily.

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

I am rejecting this response because:

I am not satisfied with the response made by Ashley furniture claiming satisfaction. They must be referring to their own.
The mattresses were in fact replaced, I went to the Ashley Furniture store on Sunday October 27, 2013 and picked up the replacements.

I am hereby giving notice that I am canceling the entire purchase I made with Ashley Furniture (Day Bed, trundle, 2- twin mattresses) and will be returning all of said items.

I can not effectively express in this message how awful this entire ordeal has been and all the stress, anguish, and physical strain it has caused.
I made this purchase through a credit agency and the dollar amount totals about $1,700.00.
My Credit is now being negatively affected and I expect Ashley Furniture will continue to use their bad business attitude and red tape tactics to deny me the right to return said items.

Ashley Furniture has caused all this delay only to be able to claim that I can not return anything because the time period to do so has lapsed.

This is why the initial message sent to the BBB indicated that I wanted nothing more to do with Ashley Furniture. Fortunately I do not lack the capacity to know what my rights are as a consumer nor the recourse to take action when bullied by a company like Ashley Furniture.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: a mirror to a bedroom set I purchased came damaged. The delivery person tried to "paint" over the damage. When I asked for a replacement I was told that they would send a repair man to look at it to estimate the damage. They refuse to replace the mirror. I did not pay for a repaired mirror and want it replaced. They are refusing.

Desired Settlement: I want a new mirror that is not damaged.

Business Response: I have contacted this customer and we are resolving her issue.

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 business has not as yet delivered the requested replacement. So this issue is still not closed.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/29/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered bedroom furniture, mattress, and a bookshelf from Ashley on **** and ******** in *** *******. The bedroom furniture was delivered promptly but the bookshelf was scheduled for delivery a month later. On the scheduled date, Sep 24th I waited for the delivery and it was not delivered and I did not receive a call. When I called the customer service line, they said that the item was once again on backorder and they cannot deliver. When I asked why I did not receive a phone call and had to wait all day at home for a delivery that never took place, the customer service rep ****** said that there is a note that they were not able to reach me. I confirmed the phone number and they had the correct number. It is a cell phone with working voice mail and I know for a fact that they have not tried calling me because there is not a missed phone call recorded and there was no voice mail left. I believe that the phone call was never made. The company never called me again to reschedule the delivery. I called a week later and was told that they have scheduled for a delivery on Saturday, Oct 5th. However, I explained that I am out of town that day and why they scheduled without calling me and they did not offer an explanation. ****** said she could reschedule delivery for the following Tuesday but it could be any time during the day - morning, afternoon or evening and I just need to have the entire day available to wait for the bookshelf. Unbelievable!

Desired Settlement: I would have liked a delivery on 4 Oct during the day. I took a day off to wait for the delivery but when I called them because they had not called with a delivery time (once again), they told me that they plan to deliver 4pm to 9pm. I could have gone to work today if I knew that would be the case and to top it off today is my birthday and I have a birthday party to attend during that time. I spoke with Managers ****** and ***** and they did not offer to fix the situation for me. ***** said that it would be too costly to the company to have a truck available to make the run to our house today and the company is unable to do that. I am a very unsatisfied customer. I have paid for a product that has not been delivered to me for 2 months! I want to make sure that the Corporate Steering Team at Ashley Furniture gets a copy of this complaint so that they have a good idea of how poor the customer service is in the field and that their managers have no fix/resolution to offer to customers who have been wronged by their company.

Business Response:

We have attempted to reach our customer to work toward a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture sold me a mattress and box spring set that turned out to be defective. The mattress was inspected by a certified repair person, provided through our warrantee, and he condemned the mattress. When the store was contacted, I was told that the mattress we had purchased 9 months ago was discontinued. When I went into the store to pick out a new mattress, the manager told me that I had to pick out a mattress that was of equal or greater value. When I asked why, he explained that there could be no credits issued on the original purchase. After deciding on a different mattress, I was told that I would have to pay cash for the difference and could not put the difference on my Ashley Furniture charge account. The manager was rude, disrespectful, unaccommodating and arrogant. I told the group of people that were present that I would gladly seek legal action against them if that is what it takes. My first action was to report the incident to the BBB. I certainly hope that you will be able to help with this matter. I just need the defective mattress replaced per the warrantee and per the store guarantees that I was promised when I bought the furniture. I do not feel that I should have to pay additional charges for a defective item to be replaced when it is under warrantee.

Desired Settlement: I would like to have the defective mattress replaced with the mattress of my choice; without additional charges and I would like it to be delivered on the day that I pick it out.

Business Response: I have been working with the customer and the store to resolve her issues

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

I am rejecting this response because: The store is unwilling to exchange the entire bed. They are only willing to exchange the mattress. They are unwilling to take the bed back with a full refund. I was told the store would contact me and I still have not heard from them.

Regards,

***** *****

Business Response: I have been able to work with this customer and her issues have been resolved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress and box spring set in February 2013, approx 5 days after purchase I called and said the mattress was terrible and I wanted to return it. I was informed that Ashley would not let me return a mattress. I was told to call Customer Care which I did a technician came out and said I had a defect, I called Ashley and they informed me it was not "enough of a defect" for them to do anything. I called customer care again in a few weeks and they came out again and the technician said the bed was defective and this time they said the bed would be replaced. I recieved a replaced that was also defective, I asked for a refund and they asked me to go back to the store to try to pick out something new which I did the Sales Manager I met with told me I bought a "lemon" mattress. ( great) I asked what amount I had to spend, as I did not have my reciept with me, he told me $ 612 ????? I told him that was not right, and I left the store. I then called ***** in accounting who went through the bill with me and I paid a total of $ 900 plus for the set. I then left a message for the manager & the regional manager, I never recieved a call from the Regional and the store manager took 4 days to call me back. He was very nice when he called back but by this time I had talked to another customer care specialist and a customer care manager and a refund request was to be in the works. I also told them I was moving and the bed needed to be picked up by 9/24. It is now 9/24 and still no resolution.I have no patience or product confidence leftI would like a refund

Desired Settlement: I would like to have the money refunded so I can purchase a new mattress from a company that I have product confidence.

Business Response: We have able to come to a resolution with this customer.

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

I am rejecting this response because: After speaking to **** on Monday, I have yet to hear from the store manager. I have called the store 2 times and they said he was not in, today I went to the store on my own and looked at the beds they have on display. There is not a suitable replacement displayed on the floor in the price range I paid. After dealing with this for 8 months I am not about to settle for something I do not want. I have done my part as a customer over and over, but Ashley continues to drop the ball. I want a refund I no longer have time to deal with this issue. I will no longer deal with the ******** store at all.

Regards,

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

Business Response: We have contacted our customer to work toward 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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a ******* protection plan from Ashley Furniture at the same time that we purchased a sofa and loveseat. We were assured by our salesman that the claim process was easy and that every kind of stain or problem would be fully covered and taken care of or the furniture would be replaced. We have filed two stain claims with ******* only to have the first claim be rejected because we did not know what the stains were; therefore they were not covered. When we filed a second claim for a "covered" stain, ******* would not accept the claim until we sent photos of the stain; our original detailed stain description and measurements were apparently not enough evidence for them to process. This process is anything but simple and only certain stains are covered. We were definitely misled by the salesman at Ashley Furniture. When I called Ashley customer service to complain and ask for a refund of the $189.95 warranty cost, they told me they could not refund the amount after delivery of the sofa and loveseat.

Desired Settlement: We would like our warranty cost (******* protection) of $189.95 refunded.

Business Response: We have contacted our customer so that we could help work toward a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I bought a sofa and paid in full. We were told our sofa would be delivered Oct. 2,2013. We get a call saying it wouldn't be delivered till Oct. 12,2013 B/C the wedge has to be order. We agree and are ok with it. Then we get a call saying all but the wedge will be delivered on Oct. 12, 2013. Not acceptable for we have a dinner party on Oct. 13, 2013. If we had of my payments on the sofa and were late we would be charged outrageous interest. I feel we have been treated unfairly.

Desired Settlement: I believe we should be paid the delivery charges plus 10% of our purchase price of the sofa for our embarrassment and suffering.

Business Response: I 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.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/15/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought book shelves at Ashley Furniture on 9-26-13. They said that they would be delivered in 2 weeks. Someone by the name of ******* called me yesterday from customer service to tell me that they would not be in until December. That I could have store credit and get something else. I informed her that, the other book selves in their store do not work in my space, that I wanted my money back. She told me that she would need to talk to upper management and would get back to me. ******* never called back. I called customer service today, spoke with ******, she said that she would email management again. I asked if I could speak to management, she told me no that they just email them because this is a big corporation and they get a lot of complaints. Isn't it illegal for them not to give me a refund if they can not deliver the product?

Desired Settlement: I paid with my personal back card and would like the funds to go back into that account. $644.06

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 *******. Ashley Furniture called me yesterday and said that they would give me a refund in 7 to 10 days. I still don't think this is satisfactory but what can I do?

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: July 31 2013 I ordered a bedroom set from Ashley Furniture. I was that the furniture would be ready August 18 2013. The date that the furniture would be ready was pushed back two times. I went into the store unhappy because I was already waiting two weeks for my furniture and now I was being made to wait another week. They told me they would waive the delivery fee, gave me a 2% discount, and decided to make two separate deliveries so that I could have a couple pieces until all the other furniture came in. For the first delivery, i was told that the delivery would be made between 1-4pm. the delivery man came at 530pm. for the second delivery, the delivery men arrived within the delivery window and set up my furniture, but left a food receipt under my bed. in addition every single piece of furniture I received in totality from Ashley furniture was defective. I agreed to buy new furniture, not banged up defective furniture. I called into complain and took over 10 pictures of all the issues of the furniture, the most serious being the dresser was missing trim along the bottom that exposed 1/4inch of the dresser's screws, where i could have easily ran my foot into because it is right next to the entryway of my bedroom. my complaint was only answered by the company sending a technician to "fix" the problems. these problems should have never been present in the first place. the technician came and fixed some of the problems (drawers that were crooked or couldn't close completely, and he painted over problems), and determined that my dresser had to be completely replaced. During this whole process I was told multiple times that someone would follow up with me for different things and I have not been reached out to. I also have not "gained" anything by being an Ashley furniture besides headache and stress. I did not get what I signed up for because I have yet to receive "brand new" furniture. I also have received unhelpful customer service and I feel taken advantage of because ive been tossed around from person to person without any progress.

Desired Settlement: I want them to take back their merchandise, cancel all the payments I owe, and I want to get a refund on the down payment I made. I want them to take care of all the financing problems completely so that I walk away with no ties to Ashley Furniture or the financing companies at all.

Business Response: I have attempted to contact this customer several times by phone and email and have not had a call back.  When she does contact us, I would be happy to work with her to resolve her issue.

Consumer Response: I reject the business's response because they are only doing the minimum to replace the broken furniture and to make me happy as a customer. They have not addressed any compensation for my time or hassle.




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good afternoon, I purchased a bedroom set from Ashley Furniture store on **** ***** ***** **** *** *** *********** ** on 9/2/13 and was promised delivery of my merchandise on 9/13/13. Well since the date of purchase they have changed my delivery date 4 times from 9/13/13 (originally) to 9/19/13 to 9/24/13 to 9/20/13 and then again to 9/24/13. My mother recently moved in with me and I have her sleeping on a mattress on the floor so for this reason I am very upset that I have not received my furniture yet and also upset due to the changing of the dates and that is the reason for this email. I had the option of going to other local furniture stores like ********* or lacks but I chose your store due to quality and good prices but I'm sad to say it was a mistake. I want to cancel my order and want my money refunded so that I can purchase my mother a bedroom set elsewhere and a manager of the store told me I was unable to which I don't understand why since I haven't even received my merchandise. I would greatly appreciate it if someone would help me with this matter. Thank you and have a great day!

Desired Settlement: I would like my money returned so that i can purchase my mother a bedroom set else where. Thank you.

Business Response: I have spoken with this customer and her issues have been resolved.

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

I am rejecting this response because: my furniture was delivered on 9/24/13 and the delivery men failed to install the 3 supports that go down the center of the bed therefore I still can't use the bed due to its missing those supports. I need those supports in order to lay the mattress on top. Also one of the handles on one of the dresser drawers was installed incorrectly and its slanted and its very noticeable and stands out from the rest. I have contacted Ashley's about this issue and now they are making me wait another 7 to 10 business days to receive the supports and to repair the handle. My experience with Ashley's has been very bad and I'm sad to say I will never buy from there again. I have photos if it helps.

Regards,

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

Business Response: We are still in contact with our customer, and will continue 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,


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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: will not warrant furniture ,warranty all claims not covered and will not come out and look. ashley furnture misrepesented there warranty when we purchased it as sold to us. they refuse to honer the warrant leather is coming apart.very light use.I will picked the store and inform social meidea and news organization.they are slime and a scame.

Desired Settlement: and appologe and replacement of furniture and make sure they never lie about there warranty to others.

Business Response: We have contacted our customer to begin working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dining room table set from Ashley Furniture Homestore off ******* ** ** ***** ***** ** on Sept 1st. Delivery date was to be Sept 14th. I never received a call for the time it would be delivered so I called and was told that it was scheduled for Sept 19th. I told the guy I work nights and that I could not do that date so we moved it to Sept 20th. Once again never got a call for delivery time so I called again and it was re-scheduled for Sept 26th. Told the guy the same thing that I work night and that would not work so we moved it for Sept 28th. Today I called customer service again for the third time to find out what time it would be coming. I was told that I was in a Thursday delivery only area. Not once was I told that when I purchased the furniture or even the times I called customer service to re-schedule delivery. By now I am fed up and want my money back but was told that I would have to call the store I bought the table from. I did and was told that since it is over the 48hrs cancellation period I could not get my money back but I could make a different product selection. i do not want anything else but my money. Was still told that they could not refund my money and that the table would be delivered Oct 3rd. I asked to speak to a manager or I would be calling corporate. I was put on hold and the same person I had been talking to came back and gave me the customer service number instead of the corporate number. I found it online and called them. Their hours said from 7am to 7pm, it was 5pm when I called and no one was there.

Desired Settlement: I just want me $484.91 refunded back onto my card since I have not gotten my furniture from them.

Business Response: We have resolved this customers issue

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/30/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a bedroom set from ashley furniture and I was told it would take 30 days. When the 1st delivery date came I was called and said that the delivery would be delayed 2 weeks, the next delivery date would be sept. 20th and on sept. 19th at around 7:30 P.M., I got a call stating that some of my delivery was on back order again, I told the person that I spoke with that I wanted them to deliver what had already come in. They told me that the delivery would be between 11:00 and 2:00 on Sept. 20th. I called this morning which is Sept. 20th just to make sure that my delivery would be delivered and I was told that it had been rescheduled for Sept. 28th. I spoke to a manager, and he told me he would look into this matter and give me a call back. I have been told the same story for almost 2 months. I think this is unfair.

Desired Settlement: I want this furniture delivered immediately.

Business Response:

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.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture Store - Woodlands, Texas : After making a large purchase of furniture from the Ashley Furniture store the company failed to deliver all parts to our bed. After numerous conversations with their customer care department in New Braunsfel, Texas we continue to get the run around. We, over the past 2 months have been told parts were on the way, and when the parts arrived they were not what we needed to assemble the bed. We were scheduled for Sept. 18 to have a tech come out, and after not hearing anything called 1 day prior to narrow down the times, and have been told we were never scheduled. Even though, we have confirmation emails and voice mails from ****** ************ that we were scheduled for a tech to come out. It is clear to us there is deceptive practices going on and we are getting the run around. When we ask to speak with a supervisor at the customer care center they will give us any information. We are quiet frustrated and are at there abuse. We still have not received all of our furniture and no one will cooperate with us... Have never been through anything like this before but will be seek advise on actions we may take.We would like to take all the furniture we purchased back to the store and just get away from a situation that will never be worked out because of Ashley Furniture's unwillingness to help us.

Desired Settlement: At this point we would like to just take all the furniture back and good somewhere else for our needs.

Business Response: We have contacted our customer to work toward resolution.

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

I am rejecting this response because:

Regards,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a bedroom set from Ashley and when I got home I noticed the bed was too high so I called and spoke to Manager ***** and asked were they suppose to sell me a box spring with a lift because I had purchased a lift that raises your feet and head. After checking he informed me to take the box spring off the bed because it was not suppose to be on the bed because the lift has a box. As I began to take the box spring off the bed my son noticed a spider so I told him to kill it then he said there is another one I saw that spiders were coming from the bed and immediately called the store and informed ***** he ask me to call customer care and I did. A lady named ****** said she would have it picked up after the driver finishes his shift that was Saturday today is Monday and the furniture is still in my bedroom. I can not even go in my room for fear I will be bitten. Also the two night stands they brought out are broke as well. She said I had bought floor model when I had not. I called again Monday and informed them that I would be placing the furniture outside it not picked up because it is dangerous with the spiders. If I buy something brand new and it already broke that says something about the furniture. Also ****** informed me that no one else complained about spiders and I informed her maybe they did not see any and I would not have seen them if I had not taken the box spring off. These people will do what ever it takes to keep your money. I purchase the items on 8/31/2013 and it was delivered on 9/7/2013 if I had not wanted the furniture I would have canceled before delivery. I have been given the run around for the pass couple of days and I am sick of it.

Desired Settlement: These are not the kind of people I would like to deal with because they have did nothing to solve the issue other that lie and say they will call back. I keep calling them

Business Response: We have contacted our customer to work toward resolution.

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

I am rejecting this response because Ashley Furniture has picked up the furniture but they have not given me my money back.  I am still waiting for my refund

Regards,

**** *******

Business Response: This customer has been refunded.

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,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a $3000 bedroom set and mattress (****** ********* queen set, memory foam, discounted floor model) for my daughter on July **, 2013 and paid in full, for delivery at the end of August, from Ashley Furniture. The bedroom set was delivered on August ** as scheduled but the mattress was missing. When I inquired why, I was directed to customer service. Customer service never gave an answer that day, saying they were "waiting on a reply e-mail from the warehouse manager". My daughter slept on the floor that night. After 3 days of constant calls and no response from customer service & the salesman other than that they were looking into it, they agreed to deliver a mattress of similar quality on Aug **. They never did and never called. We called the next day and complained and at 9:00 on Friday August ****, they delivered a totally different mattress (pillow top, much less retail price). We went to the store the next day, saying we rejected that replacement and wanted our originally bargained for and paid for mattress, further that they had been deceptive in their dealings with us and it was not our fault they lost our original mattress. They responded they would have to check with corporate and would advise on Sept *. We have not heard anything yet and my daughter is unable to sleep on her new bedroom set nor does she have a mattress yet after 7 days!

Desired Settlement: We want the memory foam mattress model we purchased or its current equivalent. The new/similar model is in stock. It is not our fault they lost the floor model which was discounted. We don't want an inferior mattress from what we purchased. And after 7 days, and hours of phone calls, on hold, investigating this, the store needs to do the right thing.

Business Response: I have spoken with this customer and we are refunding her for the mattress that was lost after we pick up the mattress that was sent to replace it.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a leather sectional couch from Ashley's on 7/*/10 for 1698.77. Sometime in November of 2010 it started to peel a little. I called them and they sent someone out to fix it. I asked him if the couch was defective and he said no. The couch is now peeling everywhere and getting worse everyday. Some places are 6 inches by 6 inches. I told them about the peeling problem 4 months after I bought it and was told it wasn't defective but it is. The problem I have now is the same as before so why shouldn't the warranty cover it. Another issue is I bought the 5 year extended warranty but Ashley's says they only cover 3 years of that. Its been 3 years and 2 months.They want me to buy the parts and pay for the labor to replace the bad parts.Why did i buy a warranty if they won't cover it.That does me no good everyday a new place starts to peel I would have to replace every peace of the couch. I was sold a defective couch and I just want it replaced.

Desired Settlement: I just want my defective couch replaced with a good one.

Business Response: I have contacted Mr. **** and will try to work with him to resolve his issues

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a leather couch from Ashley furniture along with a warranty. I paid to have it delivered to my home. It was set up by the delivery person and I did not move it. When I did move it to clean I noticed a cut in the leather that looks to be from a box cutter. I do not use box cutters. I contacted the warranty service and I was told it was not covered because it was not cut by the customer. I was told to contact Ashley furniture. I contacted Ashely furniture and sent pictures. I was notified today that they would not cover the damage because it had been more that 72 hours since it was delivered.

Desired Settlement: New couch or repair the couch I have.

Business Response: I have spoken with Ms. ******* and advised that her damages were not reported within the given time frame and we cannot assist her.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid CASH for a bedroom set on 8/*/2013 and was set up to have it delivered on 8/**/2013. They called me the night before to inform me that they would not be able to deliver the bed to me because it broke and that I wouldn't have a new one until 10/*/2013. I informed them that I would just like a refund and that they could cancel the order. I was informed that they could not do that and that I would have to take a temporary bed instead. I them drove back to the store and spoke with a manager and was given a discount and a temporary bed. They showed the next day with the furniture and it was the broke bed and the metal temporary bed that would not work with our mattress that we bought. I called the manager back and said that I would like for all the furniture to be removed and to have my money returned. She promised that they would do so and I would have a return ASAP. I waited and waited and they never showed up and so now I have pieces of furniture all over my house and I have spoken to every person I know at Ashley Furniture and not one person can seem to get this taken care of. It is always the same answer I get, "they will call me back".

Desired Settlement: I would like to have all my money returned and I would like a compensation for the time and head ache that I have endured waiting for delivery people to show and spending hours on the phone with customer service.

Business Response: We were able to cancel this customer's order for the bed

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On or about 02-02-10, I purchased a pub table and four barstools, along with a complete living room set that included a sofa, loveseat, two end tables, coffee table, two lamps, and a full size rug. When I purchased these items, I also paid an additional amount for ******* 5-year extended warranty protection in the event these items were ever damaged. When Ashley first delivered my items, the salesperson had keyed in the wrong item number and originally sent the wrong table and chairs, which were sent back immediately. I had to contact them in order for them to order the correct item which I believe went on back-order. I eventually received the correct items. At the end of July, my table was damaged and I called Ashely to find out how to file a claim to have the table repaired under the extended warranty protection. I followed all procedures by uploading pictures of the damage, as well as filling out all the proper paperwork to have my claim filed. A few days later, I wsa told by a customer service rep that the damage was too deep and the table would have to be replaced. On August 21st, again they sent the wrong table and it was returned as it was during the original delivery. When I contacted *******, not only were they extremely rude, I was told that they ordered exactly what was listed on the invoice provided. When I tried explaining that Ashely was originally at fault and that they reordered the first item on the invoice instead of the pub tables along with the barstools, I was told they ordered what they were suppose to. I've made multiple attempts to contact ***** at the Live Oak store and have only spoken with her on two occasions both times indicating that my table and barstools have been discontinued and that she would contact corporate in New Braunfels to find out what is to be done when a situation such as this occurs and would immediately return my calls, which she has never done. The last conversation was this past Friday when she promised that she would contact me by the end of the business day. She has even gone so far as to screen my calls when I could hear her in the background telling the receptionist that she was still waiitng to hear from corporate. Needless to say, I'm very disappointed in the way I've been treated by Ashley as I felt I've been a good customer and I never imagined such horrible customer service as I've received from not only ******* but ***** as well. She said she showed that I was sent Item #******* but should have been sent Item #******* and that I had originally received a 10% discount for the inconvenience they had caused in 2010.

Desired Settlement: I would be happy to provide copies of the claim I've submitted, as well as the pictures of the damage if needed. If the company is not going to replace my item or honor their extended warranty protection, I feel as though I'm entitled to a full refund for the discontinued product that was covered as well as the money I've wasted on the extended warranty. I feel I'm entitled to $229.95 for the extended coverage $680.92 for the pub table/chairs in the amount of $910.87.

Business Response: We are attempting top resolve Ms. ********* issues after speaking with her today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/11/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased a pair of lounge chairs for my living room, along with $8000 worth of furniture, that has deteriorated way faster than reasonably acceptable. The leather upholstery is full of holes and the craftsmanship is extremely poor. The chairs are nearly unusable after only a year of use. For this reason, I had purchase an insurance from the company in which they assured me it would cover damages the furniture may incur. Coverage was extended for 3 years after furniture purchase. After months of trying to get the company to honor the insurance coverage and acknowledge their laughably inferior product, they have stated they will not replace my items because the damages were not caused by any particular accident but by regular wear and tear. I can't believe after spending some much money in their store that they would try to cheat me out of my warranty and insurance claims. I do not want their products any longer just a refund for these chairs. A store manager Rudy Abrego has stated before he was going to get the chairs reupholstered, but for some reason he was not allowed to continue with the repairs by some executive decision somewhere.

Desired Settlement: Simply a refund for these lounge chairs only. I do not wish to continue owning their products

Business Response: I have spoken with the customer and will try to resolve her issues

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A sales man by the name ****** ********* failed to properly inform us on the company's refund and return policy. I was informed that I had a grace period of 14 days from the day my items were delivered to make changes to my order with no worries. That was not the case. Ashley furniture has a 48 hour window to make any significant changes. The salesperson did not verbally inform me of this, nor did he press upon this point. He made it seem that I had 14 days to do what ever I wanted, be it exchange or return the furniture, once I received it with no problems. I am no longer in need of the furniture because I found out my husband is leaving to conduct a unaccompanied overseas tour. As a result on the new information I will be moving back home to my parents house because I have 4 children of which two have been diagnosed with Autism. In addition, I wasn't sent home with a copy of my contract informing me of the company's policy and procedures. I contacted the corporate office and they are unable to do anything about the situation. As of today, we have not received the furniture.

Desired Settlement: Cancellation of my order and a full refund to my credit card.

Business Response: We have cancelled this customers order and are processing his refund

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 assistance.

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started receiving past due notices from ** ***** **** saying that a purchase had been made for over $1200.00 from Ashley Furniture Store in San Antonio Tx of April 2013. I did not make this purchase nor authorize it. I am not get calls from a collection agency daily and having delinquent notices sent to me and also having my credit decline. I have contacted Ashley Furniture so many times and no one will help me with this matter. I was told from Ashley Furniture that it looked like they had charged the wrong account and that I should send an appeal letter ** ***** **** which I did, but to me it seems like this is an error on Ashley Furniture and they need to take care of the matter before my credit is hit and the calls and letters will seize.

Desired Settlement: I want Ashley Furniture to take the charge off of my account and my credit history be left alone.

Business Response: We have been able to track this and it was a customer in San Antonio with the same day and the store billed to the incorrect account.  The customer is now pleased that this is being corrected

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have purchased furniture total $22,861.62 on June 21,2013 and paid Ashley furniture in cash. We were told that the furniture would be delivered at different times, however they have taken longer to deliver as well as some pieces were damaged. I have been speaking to ******* a rep at the store for the past 52 days and still have not been able to receive my furniture as I was promised. The rep called me today stating she wanted to check on the delivery for August 9, 2013 to see if it had been completed and I explained that there were 2 pieces that were missing. The tech delivered a headboard and dresser that were damaged by them and the salesperson ******** and he came out to take pictures of the damaged furniture, however the rep ******* states there was no record of that and that they would send someone to repair it. I find it offensive that they want to repair something that they have damaged and have made me wait more than 50 days. We relocated on June 19, and it has been such an inconvenience to have to wait so long to receive the furniture we purchased and paid for upfront.

Desired Settlement: I would like for this situation to be resolved and compensated for the damages.

Business Response:

We have contacted our customer to begin working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a mattress at Ashley on 11/13/12 the mattress sinks in we wake up hurting. My husband and I have been to the Dr. he said it was sleeping issues. We talked to the store manager ( *** *******) he said we had to hurt before we broke in the mattress. This has been 8 months. I told him this sounds rediculous if you had said that when we bought it we would have not purchased the mattress. We paid 1900.00 dollars for a mattress we cannot sleep on unless we want to wake up in pain. Ashley has sent 2 techs to look at it they have both stated it is a bad mattress but when we call for the report Ashley say they find nothing wrong. It is a different version than the Techs tell us. We are so dissappointed in Ashley and we were loyal customers.

Desired Settlement: We want another mattress or some form of refund.

Business Response: We have contacted our customer to begin working on a resolution.

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

I am rejecting this response because:

This complaint has not been resolved. I am sorry we did not respond but my mom was very ill and I was not available. Ashley have sent 3 mattress after I filed complaint which do not work because their techs come out and say they are defective. We are waiting on number 4 but are very upset at the situation on how much longer do we have to keep having defective mattress sent to us. We are very disappointed in Ashely Furniture and will never do business with them.

Sent from my iPad

Regards,

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

Business Response: We have contacted our customer and are working toward a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Problems with Product/Service | Complaint Details Unavailable
8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my ordeal started last month when I purchased living room furniture along with some coffee tables and a dining room table. the coffee tables where damaged when delivered and when I called in the complaint I was told to take the tables to the store and reselect or reorder the same tables to which I did as directed so and took the damaged tables to the store. when at the store I was told I was not suppose to return the tables there, I was misdirected by the lady I spoke to at customer service and I was told that the damaged tables where going to be picked up the day the new reselected tables would be delivered. I was very upset and called customer service from the store and explained the situation to them, the lady I spoke to at that time was very apologetic and asked me to please forgive the mistake and since I was at the store go ahead and reselect or if I wanted the same tables all I had to do was let the sales person know. I was disappointed in the quality of the original tables therefore decided to select a different and more expensive single coffee table verses the three that I had originally picked. the sales person took my order for the new coffee table and asked me for my original receipt, he then proceeded to handle all the sales paperwork for me and came back and assured me everything was taken cared of. we left the store under the impression everything was cleared and ready, the following day my husband called to ask about the delivery date and it was then he was told there was nothing on file as far as the new purchase or the whole transaction at all. there was no recollection of us being there nor us reselecting a new set of tables the previous day. it was then I called myself to customer service and requested a refund for the amount of the coffee tables, I was told that was not possible to do and that I had to go back to the store or online and reselect some tables. I now do not wish to have any business dealings with such a negligent and poor practice business such as ASHLY

Desired Settlement: furniture. our tables were damaged upon delivery, I was misdirected in regards to the return of the damaged tables, our presence at the store was not accounted for and they still expect me to have business dealings with them? please help me get my money back from this horrible business, I am keeping the sectional and dining room table, but I do want my money back for the coffee tables. it is not much to ask for considering all they have put me through.

Business Response: We are currently processing a refund request for the 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. I will expect a call soon to arrange the pick up of the damaged tables that are sitting at home, as well as a notification of the refund.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my wife and carefully selected a living room set which matches the wall set. We agreed to a July 2 delivery date for all but the sofa. The sofa was supposed to arrive on July 23rd and did not receive it. I had to call them only to find out my delivery would now be around Aug. 8th, I requested to speak to a manger and no return call. I had to call again and this time I was told the furniture may not be available till Aug 29th if at all. Thier vendor was having trouble receiving the fabric. We spent over $6000 to match the set not buy seperate pieces. After several discussions and having to fight them every step of the way they agreed we could reselect new furniture. We dont like any other living room sets in their inventory or website and feel this would be a compromise. We dont want to compromise when we spend $6000. We selected an expense 100% leather set and the rest of the inventory is less money and quality.

Desired Settlement: We would like to return all the furniture so we can shop elsewhere. While we were offerred a reselction offer we feel this is a compromise. We dont like other furntiure in their store. There are many factors to consider when selecting furntiure and not willing to compromise when spending $6000. Please have Ashley pick up the furniture and close out our account. Two more important notes, they cannot guarantee the delivery date of Aug. 29th as the vendor does not have the fabric so we could end up waiting for a product that we may never receive. Ashley continues to sell this sofa even though not in stock. Meanwhile we have recieved our first bill which is due Aug 9th. WE WANT OUT OF OUR CONTRACT AND WOULD LIKE ASHLEY TO PICK UP THIER FURNITURE.

Business Response: One of our Escalations Managers is resolving this complaint with the customer

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a loft bedroom suit for my daughter in June 2012 from Ashley Furniture Homestore on *** ****** in Houston, TX. The ladder broke off and actually broke a piece of the side panel. I called Ashley Furniture Homestore's customer service number to get a replacement side panel (extended warranty told me since it was within a year that the store would replace it). They shipped me the wrong panel. I called back in and spoke to them and they shipped me the other side panel but they shipped me the wrong panel again. We tried a third time and they shipped me the wrong panel again. I've called the customer service number so many times and they always assure me that they will order the correct part but it never arrives. I've talked to corporate headquarters and they told me they would ship me the correct part but it never arrived. I even tried called the San Felipe store and was told they would research it and get back to me and no one ever called me back.

Desired Settlement: I want the replacement panel for my daughter's bed and for someone to pick up all the wrong pieces that are taking up room in my garage.

Business Response: I have spoken with Ms. ******** and will contact the mfg to get the correct part replaced.

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

I am rejecting this response because:

My complaint has not been resolved. Someone from Ashley Furniture called me but I still have not received the part that was damaged and covered under warranty. 

******

Sent from my iPhone

Business Response: I have spoken with this customer and her parts have been ordered.  Per the manufacturer there is a backorder and should be shipped soon.  I will continiue to follow this customers order

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a leather sofa, 2 side tables and 2 lamps in April for a little over $1600.00. Included in the sale was a warranty SOLD BY ASHLEY (serviced by a company by the name of *******) for $169.00. I was informed by the salesperson that the warranty covered everything and anything that might happen to the leather.....and it would either be repaired or replaced. I filed a claim for a small (minimal) tear on a corner of the sofa. ******* required an explanation in writing. ******* denied the claim stating that the warranty does not cover scratches or tears in the leather. How can they deny anything without even seeing the item? Why not send someone out to see it for themselves? I called Ashley 3 times asking to speak to the Manager at the **** *** location and was never allowed to speak to him. Two different people took my information and no one ever bothered to call me back. Both individuals stated that it should be covered. They even asked for me to send them pictures. I sent them all the information they requested. I did not hear back from anyone. I visited the store on August 3rd and asked to speak to the store manager. I suppose my issue was not important enough to the Store Manager because he could not be bothered to come out and speak to me about the issue. They then changed their tune and told me that I should have received a package of materials from ******* that described what the did and did not cover. I asked for a refund of the $169.00 due to the fact that I purchased a service from ASHLEY based on the information provided by an ASHLEY salesperson. Also, the funds were paid to ASHLEY. The receipt from ASHLEY includes the amount for a warranty for $169.00. They stated that I would have to speak to someone from ******* about a refund because they have the money. This is totally unacceptable. Had I known that the warranty was worthless, I would not have bothered to purchase it. They are selling worthless warranties. And of course, warranty companies find any way they can not to pay on any claims. I will also be issuing a complain against *******. Thank you.

Desired Settlement: Either a full refund for the worthless warranty or my sofa repaired.

Business Response: I am working with this customer to resolve her issues

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 rooms of furniture, paid cash and was told that we would have to wait 2 weeks for delivery due to the bed, due to it being back ordered. Today July 30, I am now being told that the bed will not be delivered until 8/21. When I asked for a refund on the bedroom set I was told that is not possible that refunds are only give within 48 hours of purchase no matter how long it takes for them to deliver. I paid cash, cash and now I cannot get my money back when the company cannot uphold it part and honor the agreed upon delivery date. I was never advised that it could take longer to get my furniture or that I only had 48 hours to get a refund or to cancel the order. I was told at the time of purchase that I could possible get the furniture delivered earlier then that agreed upon date. The customer service and manager told me there is nothing they can do for me they have my money and I will just have to wait however long it takes. This is unacceptable to me and I want a full refund.

Desired Settlement: A full refund of the bedroom set.

Business Response: I have spoken with this customer and resolved her issues

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we paid for a love seat and couch on 7/13/13 we were to pick it up on that wed when we called to see when it was to be ready we were told they didn't have any thing for us to pick up we then called the store to find out what the problem was they stated I don't know it was their when we checked so then the couch was to be delivered to us on Friday when we called to make sure they said again no we don't have any thing till the 23 we then complained to the store again they said sorry well dilver it for free so when it came it was the wrong one the love seat came a weak later we called the store again and was told sorry its not our fault so now we have 2 different pieces of furniture ....now we have gotten 12 calls from a delivery man stating hes coming to our house to get the furniture 5 voice mails but when we called the store about this they say they have no record of this but the number is their number my wife is scared that this guy is going to*** us or worse yet ******** or our ******

Desired Settlement: with all these problems we want our furniture and 300.00 off the price for all the stuff we have had to deal with

Business Response: This issue is being addressed by our Safety & Loss Prevention Department.

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

I am rejecting this response because:

Regards,

****** ****** now their are more issues we finally got the right furniture but it was damaged now their sending another person to my home to try to fix bad furniture this doesn't seem right I paid for new furniture not used or damage furniture how can these people stay in business doing this to people its my belief they new it was damaged why do they keep doing this they need to make this right they need to reimburse  us for lost time at work to pick up this furniture and then pay for  labor of the man my husband paid its a total of 300.00  this also includes the rental of the trailer.I want them to make this right . 

Business Response: We have spoken with Mr. ****** again and are working with him towards a resolution.  Thank you.

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

I am rejecting this response because:This is not true they are not working with me at all .For 1 I have not heard a thing about the man calling my wife 10 times and scaring her saying ill be their in 20 minutes and what about the lost time from work and the rental of a trailer for the pickup that wasn't ready and the gas from san Antonio to new braunfels .when we asked about this what I was told was " we cant do anything about that again with lost time rental gas it totals to 300.00 if they are working with us then take 300 off the price and we will be happy time is money and money is time we spent 3.5 hrs on the cell phone with these people and 5 trips to their store only to hear its the warehouses fault not the store in live oak they are both run by the same company they are both at fault so let them share the cost warehouse 150.00 and store 150.00 total 300.00 this is what is needed to resolve this a company this big is crying over 300.00 when its their mistake in the first place.

Regards,

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

Business Response:
We have spoken with Mr. ****** on multiple occasions and worked at length with him.  The customer set up an exchange with us for furniture that was mis-labeled by the manufacturer.  Our policy is to confirm the exchange with the customer via telephone prior to delivery.  We use a 3rd party delivery company and their employee was attempting to get confirmation in order to complete the exchange but apparently was having difficulty communicating with Mrs. ******.  Once we were made aware of Mrs. ****** fear we immediately asked our delivery company to quit calling and all calls then came directly from us.  We also immediately involved our Risk and
Safety team to conduct a thorough investigation.  We took Mr. & Mrs. ******’ concerns very seriously and treated them with the respect they deserve.  Mr. ****** explained to us that his wife is from out of the country and does not understand the way America works.  He informed us that she frightens easily and that he is often out of town on business.

Mr. ****** has received all the correct merchandise and we have waived the delivery fee.  We do not feel it is reasonable to give them $300.00 for conducting business using standard practices for our industry.  We have apologized to Mr. ****** at length for his wife’s discomfort with being called by a man to confirm delivery.  We understand that in her culture things are done differently, however we did nothing wrong.

Thank you,

***** *******
Customer Service Escalations Manager
Hill Country Holdings, LLC
dba Ashley Furniture HomeStore

 

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

I am rejecting this response because:

Regards,

****** ****** this is not right how can they claim no fault we want our money back and they can have their stuff this is what is needed to fix this pure and simple have them come get the furniture and refund our money ....           we tried to do this and they refused ....I called the store in Live Oak and called the main office only to get the excuse we cant authorize this then who can so we can get this done and over with 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern: I don't typically write to complain about anything but it upsets me that nothing was able to be done to help me. I have always purchased my furniture from Ashely's , they can verify that by looking at their database.. One of the purchases I made was for a three piece leather sofa as a gift for my mother .. This took place two and a half year ago, during the first year the leather started peeling off in a way I had never seen , I called and was told that I didn't have warranty and nothing could be done. Its really impossible to reach any one because I get the run around and at the end, all they say is you should of had warranty.. As you can imagine this was very upsetting and frustrating.. We paid over $2000 for what we considered to be quality furniture . It hasn't even been 3 years since the purchase and the sofas are in horrible condition all sofas have leather peeled off and cracked, they are ready for the trash... I am fully aware that furniture isnt supposed to last forever but in this case it didnt last a year. I honestly think it was defective, because I had also bought another set of leather furniture for myself around the same time and its still in perfect condition. So I wonder why my set that I bought has last longer than the one I bought for my mother. My mom lives alone so the sofas are not often used, which makes it hard to understand why the "so called leather", peeled off... I know I'm just one customer but I think we deserve a better answer than you should have bought warranty. They sold us a product that was clearly defective and was inaccurately advertised as leather.

Desired Settlement: I would like the store that sold us the furniture, located at **** ******** ****** *** ********* ** to replace our furniture or give us a credit back to my account. It is unfair for them to sell defective furniture.

Business Response: I spoke with ****** *********, ********** brother, and advised that the furniture is over 3 yrs old now.  We are not able to assist.  He understood.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am beyond furious with the Ashley Furniture located at ***** ******* **** and I will NEVER purchase from them again. My first issue was the fact that I specifically told ***** ****** (product specialist) that I needed an early appointment for my delivery due to the fact that I had plans. Yes I requested a Saturday delivery, but I had no idea that I would be getting a delivery time frame of 4pm to 7pm, so I called the customer service to see if I could an early and they was no help at all because I was given the run around. I spoke with **** ***** and explain the situation which basically told me that was nothing he can do and I reschedule for another day, then I asks to speak with his manager, he stated that he will give me a call back within two hours and that was on Thursday, July 4th and today is July 6th and still have not received a phone call. So I attempted to contact the store where I purchase the furniture and that was the worst idea ever, the store manager ***** ******** was unavailable so I spoke with the Office Manager ***** who hung up in my face when I ask to speak to someone above her. I did call back and leave a message for Mr. ********, but I didnt get a return call from him instead I got a phone call from ***** ****** and when I questioned why she called me, she told me that Mr., ******** stated that since she sold the furniture to me, then she should call me back, really!!! What type of professionalism is that? I ask to speak to him not *****. I feel that was an ultimate deal breaker for me and if my Girls were not expecting their furniture I would have cancel that order right then. Therefore I was left angry without my issue resolved because the customer service rep **** was no help, ***** was rude and disrespectful by hanging in my face, ***** is a mere consultant who only did what her poor and unprofessional store manager ***** ******** told her to do. I believe a store manager such as ***** ******** needs to take a refresher in Customer Service 101. Fast forward to the delivery date, July 6, 2013, my Saturday has been ruined because the projected delivery time was from 4pm to 7pm. I called at 6:13pm to confirm that the driver will be happening time, please understand this is my 2nd call because 1st call the driver would be on time and there was not going to be any issues. After speaking to the customer rep, she told me the driver was running behind and will not arrive until 8:15pm which is the projected time frame, now I am furious because my Saturday has already been inconvenience and now I have to wait an additional 1 hour and 15 mins (projected) for my delivery. The rep did offer me a $25 gift card for the trouble, but that was not good enough for me. I wanted to speak to a manager. ****** ***** informs me that the delay could be due to traffic, held up on previous call, but that still was not acceptable and she offered me a $50 gift card, I believe I should be refunded the $119 delivery fee. What happen to common courtesy when you get a phone call to inform me that the driver will be delayed? I didnt receive a call; in fact I had to call them to get on update on my delivery which is totally unacceptable. This entire ordeal with Ashley Furniture as sickening my stomach and I will ensure that none of my family, friends, **, ******** friends will NEVER purchase from Ashley Furniture. I do understand that they owned and operated by people who dont give a darnit about customers, but this is ridiculous. This was my first and last time EVER purchasing something from Ashley Furniture due to the fact that they are not customer friendly, the driver is extremely late for his delivery that is nothing they can do about it, and my Saturday was inconvenience by spending my afternoon waiting on a delivery that has yet to get here. I am PISSED!!!

Desired Settlement: A refund for my delivery fee and a customer service refesher course for each individual that was included in this complaint.

Business Response: I have attempted to contact this customer several times and have not had a callback

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Hello,

Please reopen the case because this issue has not been resolved & I attempted to contact **** at Ashley Furniture,  waiting on a phone call. Thanks

Regards,

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

Business Response: I've spoken with Ms. ****** again and advised that our Drivers due occasionally run late and apologized that they did not notify here of this issue.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/7/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a King mattress and box spring set on 7/13/13 and paid for them including delivery charges. All peices were in stock when we ordered them. They set up delivery for Saturday 7/20/13. When the delivery men got there they told us that one of the box springs was backordered. They stated the next delivery was scheduled for Saturday 7/27/13. The store called me on 7/27/13 around 4:30PM and stated they were about 15 to 30 minutes from the house. By 6 PM I called the store and they then called the delivery men but they did not answer but the representative stated they were not yet signed out for the day and were just delayed. By 7PM I called the store again and was told the driver could not reach me at home so he went back to the warehouse with our box spring. They driver never called me but the store had so I asked why this happened and they had no answer for it but I was told they would have the box spring to me by Tuesday, 7/30/13 and were sorry for my inconvenience. They were to call me monday, 7/29 to set a time for delivery. but no one came. Now they tell me today they will not deliver until Saturday, 8/3/13.

Desired Settlement: We want our box spring that we paid for and want it today. We have been made promised many things at Ashley but they are not responsive to our needs or our business. We have bought other items with them and have had other issues and this is not tollerable and fraudulent busniess practices telling customers they can have items on a certain date so they will purchase them at Ashely instead of elsewhere. We are being ignored by the store and their customer service representatives.

Business Response: I've spoken with customer and resolved her issues

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 4 Years ago, in 2009, my wife and I bought approximately $12,400 worth of furniture at Ashley Furniture in **** for our new home. The sales representative along with a manager (****) assisted us in our purchase. The manager complimented our living room set choice which in fact he said and I quote" Will be durable and sturdy since it is leather!" At the time of check out the gentleman proposed to us that we purchase the protection plan on all of our furniture and that it would cover all of our pieces should they be damaged over the years or if someone accidently damaged them, paint, tear, dints etc. We went ahead and purchased the protection plan feeling confident and trusting their word. In the last couple of days our sofa material began bubbling! Which in fact lets us know that the living room set is NOT leather as they told us! When I went to the store a sales representative told me it should be covered because I still have one more year of coverage with the plan and to call customer service or ******* to open a claim. Once I called ******* they informed me that the sofas would not be covered for repair because it does not fall under one of their 300 criteria's. That damage is covered under manufacturers warranty which is usually one year. I was advised by them to call Ashley and speak to a manager so they can help me in the matter and perhaps exchange the furniture for something different or get store credit or even refund my money from the protection plan. When both my wife and I called we were basically told we were on our own to fix the furniture and they couldn't do anything about it. I think it's very unprofessional from their part that they didn't even try to help us when we spent over $12,000 with them. I feel that they owe it to us to help us exchange our furniture. I'm disappointed that they don't care about their customers once the transactions have been completed. I know if they don't help I will make sure to let my family and friends know about their poor service!!!

Desired Settlement: We would like to have our furniture replaced for authentic leather or receive a credit. I think it's fair since we paid a lot of money for it plus the protection plan which in the long run didn't help us a bit.

Business Response:

We have made contact attempts by phone and email to reach our customer with no response at this time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Delivry Driver broke my glass table top.CustServ. Rep stated she reordered new table and promised delivery in one week,item was never reorderd/delvrd I purchased my furniture in full from Ashley Furniture Homestore ***** * ********** *** *** ******** ******* ********. They delivered my furniture one week later on ** June 2013. The delivery truck driver broke the glass top to one of my end tables. He called the customer service rep himself and my husband spoke to the Rep her name was (****** *.). The rep told my husband she noted our account and scheduled a new delivery with the replacement table to be delivered in one week on Sat. * July 2013. The customer service rep also stated that a confirmation email would be sent to our email address to confirm delivery for that Sat. On Wednesday * July 2013, we had still not recieved a confirmation email or phone call confirming our delievery. I called Ashley's Home Store customer service number and was told by a different rep that no notes or new replacement deliverys were noted on my account or scheduled. My delivery had been closed out as if the first delivery was successful. I now have an incomplete living room set that I paid over four thousand dollars for in cash up front and no idea if I will ever get a replacement and when. After reading several reviews on this particular store, I noticed that none of them were positive as well as all were customer service and delivery complaints. I'm thinking this is not just a one time thing and this must be a trend for this store. I'm hoping some action will be taken so that future customers will not have to deal with the irresponsible and inconsiderate customer service from this store.

Desired Settlement: I would like my end table with the broken glass table top replaced with no charge to my account and I would like it delivered to my house with no charge as soon as possible.

Business Response: We have been in contact with our customer work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought two recliners. They had a limited warranty on the springs. We had two springs that broke in one of the chairs. We called customer service they said they would send someone out for $87.00 to inspect and see if it was a manufacturing defect. I said, I only wanted the two springs, I did not need them installed. They called back and said the item was discontinued and they could not get the parts even though the warranty was still within the time frame. I consider this the poorest form of customer service! They did not even attempt to help us solve our problem, just blew us off. Bad form for a company that spends in the millions advertising to get customers in their store and then will not take care of them when they have even a simple problem !!!!!We intend to make it our personal mission to make the public aware of the horrible customer service!

Desired Settlement: the springs I need to fix my recliner.

Business Response: I have contacted this customer and we are working with them to get their recliner repaired

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9633311, and find that this resolution is satisfactory to me at this point they have ordered a part and will send someone to install as soon as they get it, If they follow through as promised we will be satisfied. I am only sorry that I had to contact you in order to get a satisfactory response from  them. 

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

7/28/2013 Problems with Product/Service
7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought the item in May. When we picked it up from the store it was packed and we feel we didn't have time to take the dresser out of the box to inspect nor did we think there would be a issue if something was wrong. When we got the dresser home one of the drawers was broke, and there was a crack in the top. After an initial tech came out to check it he said he had to order parts for the drawer. After a month or so the parts came in we waited over 5 hrs for him to show he did fix the drawer but said he could not fix the crack and will recommend it be replaced. We have not heard from ashley since.

Desired Settlement: I would like to be compensated for the 5 hrs I waiting they gave us a 3 hrs window and never once called to say they were running late .I would also like either the dresser to be replaced or some kind of discount for the crack.

Business Response: I have contacted this customer and we have resolved their issue.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 1, 2013 my family and I went to Ashley Furniture to buy our daugter a trundle bedroom set with both mattresses, dresser and mirror, and tv stand. We paid for this bedroom set in full. We were told that we could get partial of the furniture delivered later that week or we can wait until June 26th for the whole set. So we decided to wait until June 26 to have all of the furniture delivered at one time. Well on June 22nd we get a call stating that the dresser was on back ordered and will arrive July 11th then on the day of what is suppose to be the delivery of the rest of the furniture I get a call from Ashley Furniture that the headboard was shipped to them after the delivery truck loaded the remaining of our furniture and will be delivered later on in the afternoon. Well 10pm came along and still NO headboard and the bedset cannot be set up until the headboard is comes. So I call the following day to be told that the headboard is also on backorder and will not be in until July 3, 2013!!!!! I am sorry that is NOT how a company does business!!!! Ashley Furniture will never receive my business again! All they care about is the sale but can careless if the furniture is ever received!!

Desired Settlement: At this moment Ashley Furniture can pick up the little furniture they delivered and refund me my money!!!!

Business Response: I have spoken with this customer and resolved his issues.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

This is my second complaint  against Ashley's Furniture. Again my family and I sit and wait for  another broken promise from Ashley's on receiving my child's headboard  and dresser. It has now been 1 month and 10 days after we have purchased up front a childs bedroom set and we still have yet to receive our  complete order. The mattress, rails, media stand, and dresser mirror are just stacked against the wall in our daughter's room and cannot be  assembled until the headboard is received while my daughet is sleeping  on an air mattress for a month. We had bought this set on June 1st and  were told that on June 26th we will receive the delivery of the whole  bedroom set. Five days prior to delivery we get a call from Ashley's  Furniture that our daughter's dresser will be delayed until July 11th  due to it being damaged. Then when June 26th came we receive a call  again from Ashley that the headboard had missed the delivery truck with  the rest of our order and will be on the next truck that same day. Well  night came and went and still no headboard. SO we call Ashleys and spoke to a Manager and was told that the headboard was damaged and the next  delivery day will be July 3rd. He had guarenteed me that he placed an  extra order of headboards and we will receive both our  daughter's  dresser and headboard on July 3rd. Then July 3rd came and went still  nothing! Then we were told again that everything will be delivered on  July 11th. We got a call confirming that both headboard and dresser will be delivered as scheduled. Well today we get a call stating that the  headboard is still on delay with not delivery date on it. They have  offered me $100 gift card to Ashleys which to me is an insult because why would I ever use them again in which I still have not received my  gift card when Ashley called apologizing back when I made the first  complaint with BBB on this matter. All I want now is a refund and they can come pick up their furniture because after reading their fine print  they have breached their contract with us In full honesty, I am  completely disgusted with Ashley Furniture. We have paid upfront for  this bedroom set and we still have yet to receive all of our furniture. I do not see how a company can do business like this. Ashley Furniture is a fraud! I will tell everyone I know to never use Ashley Furniture. All I want is the money I spent on my child's bedroom set so I can go  somewhere else to get her a bedroom set and have it all delivered the  same day.

Regards,
**** ****

Business Response: Contacted our customer to confirm that we have reached a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 25, 2013 we purchased a living room set from Ashley and within about 2 weeks we has to call because the sofa was broke and the seat in the love chair had caved in I called and they had to order the parts and have them sent to my home and then schedule a tech to come and repair the furniture at that time my husband ask the tech if they received a lot of complaints about this furniture and he said not many. We went back to the store to ask if the furniture had a weight sitting capacity and they said know as my husband is a large person. The next time we called was about 5 weeks later they sent the same tech he took pictures of the bottom of the chair and said it was normal wear and tear. So I got an upholster to see why I was having all the problems I was told that the foam that they use is not the best quality we should have the foam that is a heavier gauge instead of poly form rubber and the zig-zag springs need more lock support to stop them from spreading apart to cause the sinking in the seat of the chair.

Business Response: We contacted our customer so that we may begin working toward a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Problems with Product/Service
7/16/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We went to buy furniture on May 19,2013 at Ashley. We were saddened to learn after our purchase that we could not have the furniture delivered to us until June 15,2013. We had already paid $622 dollars for the taxes and delivery charges plus some of the actual cost on my personal credit card. We liked the furniture so we agreed to have the furniture delivered 6/15/13. We got a call 6/11/13 from Ashley stating that because of material availability on one of the items they were going to delay our whole delivery by another month 7/9/13. We were very upset with this news and tried to work something out with customer service but they were not understanding or helpful in trying to help us resolve the matter. They would not even deliver half of the items which we ordered that were in stock according to them. We even tried calling the sales person TARA who sold us the Furniture who told us not to bother her and for us to call Customer service. It will be almost 2 Months since we purchased our furniture and we still have nothing to show for it. Just bills. My whole family is so disappointed at this experience, it is very upsetting that a Business would treat there customers like this and think they can getaway with it. We feel used and lied to. Like they just wanted our money and after they got it they could care less for us. And to top it off there is no guarantee that our furniture will be delivered on 7/9/13. They might call us back and we will have to wait Who knows how much longer :( We need help on this matter.

Desired Settlement: Delivery charges refunded and some form of compensation for all of our troubles with this purchase. An actual apology by someone who really cares about our situation and Business would be nice.

Business Response: I have contacted this customer and we are working with them to resolve their issues.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******
I am rejecting this response because: I still have no furniture or guarantee that I will ever get my furniture. Now I am told I will not receive my furniture until the end of July. They were willing to give me back my delivery charges ($150) credited  back to my credit card, but customer service said I would have to wait until someone from the store contacted me to take care of that. I do not know if they will call me like they said. They also said they would give me 5% off my purchase total on the part I charged on there credit card Issued by by "** *******". I said I would be satisfied if they could offer me 10% off the entire purchase but they said they could not do that. So I'm still stuck in the same spot without any furniture. With no guarantee I'll ever receive it. For all I know they will push the delivery date out further and further. It might be until next year until I get my furniture I'm already paying for  the part I charged to my personal credit card. According to customer service this happens to many of there customers. I told them I do not know how they plan to stay in Business by treating there customers like this. Why could they not be honest with us upfront upon making the purchase. Telling us that the furniture was not even made yet and it would take 3 months or more to deliver. They just wanted our money. Someone needs to do something about this company, Sounds like this is just business as usual to them. Nothing will satisfy me until I have the furniture we ordered. I do not want to Reselect furniture with them and go through this same horrible experience all over again from the start. SOMEONE HELP! PLEASE! This Business needs to be held accountable for treating people like this.

Regards,

Avelino Gutierrez

Business Response: I have spoken with this customer and scheduled a delivery for 7/27/13 advising that I will follow his purchase to insure that it is not delayed again.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: I Was promised a refund of my Delivery charges, 5% off my entire purchase and delivery on July 27. As of now I have not received my refund of delivery charges back to my credit card, I have no Furniture or no guarantee of furniture will arrive on  July 27th. Just an empty promise it will be monitored. Also there is no indication that they will keep there word on giving me the additional 5% off my entire purchase.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I entered Ashley Furniture in New Braunfels, TX on May 18, 2013 to purchase a leather sectional. We loved the product and had no problem with the purchase segment of the order. When purchasing the sectional we were told that part of the sectional would be delivered on 5/27 and part on 6/7. I received an automated message on my cell phone 5/23 to confirm the delivery date of 5/27 (I still have the message). The message stated that I would receive a call 2 days prior to verify the delivery time. I never received this call but since it was a holiday weekend I figured that nothing was wrong. I called Ashley the morning of 5/27 only to find that my order had been canceled because they were unable to reach me to verify the time. When I told them that I had no record of them calling me they informed me that they didn't have my phone number which is ironic since they had left me an automated message a few days prior. I gave them my number and scheduled delivery for 5/30 and was told that I'd receive a call 5/28 to verify the time. When I did not receive a call from Ashley I called them late that afternoon to verify that this time the delivery would take place. The women I spoke to in Customer Relations said that the route had not yet "dropped" but that she would get back to me to verify a time. I never heard back from her and called Ashley again the following afternoon to verify the delivery time. Finally, after several minutes on hold I was told that indeed my delivery would take place on 5/30 but that the second shipment wouldn't happen until 6/20. I received this delivery on 5/30 and awaited the second shipment. On 6/15 I received an automated call from Ashley Furniture to confirm my delivery date on 6/20. This message stated that I would receive a call 2 days prior to confirm my delivery time. My husband received a call from Ashley on 5/18 to confirm our address. On 5/20 my husband called Ashley to verify the delivery time only to be told that our delivery had again been canceled and would not be available until 6/26. Needless to say I am beyond frustrated with Ashley Furniture's business tactics and lack of follow through. They have been unapologetic and incompetent through out this process. I do not appreciate being lied to and would rather return the sectional than deal with them again. Unfortunately, even though their website states that returns are "at the discretion of the manager" this particular branch would not refund our item. After the first delivery My husband called the sales associate who sold us the sectional, ***** *****, and inquired about a refund. Mr. ***** stated that he didn't think it would be an option but that he'd get back to him. Mr. ***** failed to live up to his word and never called my husband back. My husband again called and spoke with Mr. ***** who in turn said that he would inquire about a refund and get back to my husband. Again, Mr. ***** did not call him back. My husband contacted him third time and was told that he could not refund our money but would cancel part of our order and give us in store credit. Without question, we will not do business with Ashley again. I hope to educate consumers to avoid Ashley Furniture and to purchase their items from a company that engages in ethical business practices.

Desired Settlement: I would like to return this item and to stop shipment of the second half of this order. Given the frustration surrounding the delivery of this product I certainly have no confidence in them honoring their warranty. I would like to refund my money and take my business elsewhere.

Business Response: We have contacted our customer to begin working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Very poor quality sofa purchased from Ashley Furniture; 3 months after purchasing I now feel like I'm sinking to the floor when I sit on the sofa. I am 71 yrs old who weighs 190 lbs and lives alone on a fixed income in a senior complex. I purchased a sofa Model #******* on 9/**/2012 from Ashley in ******, TX. The purchase price was $599.99 Plus $119 for delivery and $99.95 for ******* Protection Plan. Sale Order #*********. Less than 3 months later I started sinking into the sofa every time I sit down. In April 2013, I contacted the store and complained about the quality of my sofa. They sent a technician to inspect the furniture. He concluded that it was "normal wear and tear". My daughter and I disputed his findings with ******* a Customer Care Rep and ****** a Manager. At this time ******* and ****** both informed us that the ******* Protection Plan did not cover the discrepancy we were complaining about. At our insistence ****** agreed to send another technician to re-inspect the furniture. ****** warned us that if the 2nd inspector reported the same findings "normal wear and tear", there would be nothing further that Ashley Furniture could do for us. ****** even suggested that I only sit on the sides of the sofa and not in the middle of the sofa. ****** and ******* both informed me that the technician reported that the problem is that I am sitting in the middle of the sofa. This finding is ridiculous! The sofa is a small sofa that has only two removable pillows. As I am the only person living in my home, why would I choose to sit in the middle on the seam of two pillows when I can sit more comfortably on either side of the sofa? The 2nd technician inspected the furniture near the end of May 2013 and report the same, "normal wear and tear". A Customer Care Rep called and told me of the findings and offered me an option. The Rep said that I could purchase new sofa cushions for $124.49 each, plus shipping and installation. I asked if Ashley would replace the sofa at no charge to me. The Customer Care Rep said no. On June *, 2013 my daughter and I called Customer Care to discuss with a manager the report of the *** technician. We spoke to the manager, *******. He politely restated Ashley's position on furniture found to be "normal wear and tear." Just as we stated to ******* and ****** previously we informed him that it is hard to believe that a 71 year old senior citizen living alone could wear down the structural integrity of a sofa in such a manner in just a few short months. We questioned the quality of such a product that would be reduced to "normal wear and tear after 3 months. We challenged the technician's findings that reported that the problem is that I am is sitting in the middle of the sofa. We even challenged the logic of the offer they made for me to simply purchase 2 new sofa cushions. Who in their right mind would purchase 2 new cushions at $124.49 that will only last 3 months with minimal use; as well as pay for shipping and installation? In addition, what fare minded organization would call taking one seat cushion off a sofa and placing another in its place as an "installation"? It stands to reason that if an elderly person needs assistance placing a seat cushion on her sofa, then she probably isn't creating a whole lot of wear and tear on a sofa either. My point is simple. If Ashley Furniture makes a product that last less than 3 months and can be worn down by a 71 year old great grand mother who simply sits on the sofa and watches television; where is the quality? Is this "normal wear and tear" to Ashley Furniture? If so, then shame on Ashley Furniture for selling such poor quality furniture. It is also a disgrace that you do not have a management team that has the discernment or authority to satisfy this simple customer request to replace a $599 sofa; that cost Ashley Furniture so much less. This entire experience has been deplorable! This was my

Desired Settlement: I am requesting that Ashley Furniture replace my current sofa with a brand new sofa. Preferably with a different sofa of better quality because if the technicians are correct the "normal wear and tear" and life expectancy of Model #******* is unacceptable. If Ashley Furniture is unwilling to replace my current sofa with a new sofa, then I would like a full refund for my full purchase price, the delivery fee as well as the full cost for the ******* Protection Plan I purchased for this sofa.

Business Response:

We have contacted our customer so that we may start working toward a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've purchased a bedroom suite for my child at the store on the **** of March and was promised that it will be delivered partially mid of April with 2 pieces that were currently out of stock to be delivered later in May, 2013. They reassured me if I pre-pay full amount they will deliver my entire purchase by may, 2013. It was a bit of a long time to wait for the furniture but I agreed to the conditions of no charge on my Ashley's account untill the full set is delivered to my house. Nevertherless I've received a phone call around May * or ** about unexpected delay in delivery of remaining 2 pieces for another month. New delivery date was scheduled for June ****. I wan't happy with the delay but was reassured by their store sales manager that there was a problem in their system and its not going to happen again. He sounded very promising about new delivery to be made on time in June. I gave it another chance and waited another month to get my child's bed finally delivered in June, but guess what... 2 days before scheduled delivery date I got another phone call from Ashley's furniture people saying that my delivery date was pushed to the July 11th with no guaranty of delivery. I was proposed to replace these 2 pieces with something different... The only explanation I got from them was that they can't control the manufacturer and they are sorry... My replay was that they should not be in a business if they have no control their own orders. Their customer service is the worst experience I've ever had in the US. These people are very unprofessional and run careless business. I believe that ****** customers should be well aware of this situation to avoid such a stressful shopping experience and very poor customer service. After all I decided to return their furniture and was promised to get a full refund for it. I'm really hoping its not going to take me another 4 months to get my money back. I really have no trust to these people anymore.

Desired Settlement: I was promised over the phone by sales manager that their furniture will be picked up from my house for return this following wednesday June **** and full refund will be issued shortly after that. I do hope you can help to follow up on this matter and help me get my refund back in a timely fashion.

Business Response: I have contacted ******** and spoke with her regarding the delays as well as apologized for these unforeseen circumstances.  Our store will pick up the furniture she does have and she will be refunded her money.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Fiance and I got a house and needed new furniture, we saw a deal on TV about Ashley Furniture. We went to the Ashley Furniture Home store in ******, TX. on March 5, 2012 and purchased it from there. They didn't readily have the specific furniture we requested and were told that we would have to wait until mid April to pick up the furniture. We rented a ***** van to pick up the furniture from their distribution center in ******, TX. When we picked up the furniture it was still wrapped up in its shipping packaging. The guys at the distribution center said that it was fine. I didn't want any marks on it so I left it in its wrappings. After we got home we proceeded to unwrap the furniture to set up in our living room. from there we discovered markings on the furniture that looked like cigarette burns and stains. after seeing this we immediately contacted the furniture store to tell them, and were rudely spoken to and told that there was nothing they could do. we called back and requested to speak to a manager to help us. when we finally got in touch with them they told us that all they could do was repair the furniture. We told them that we did not pay for stained furniture, we payed for brand new furniture and that was not what we received. She said that this was the policy and there was nothing she could do. From there we contacted corporate and they told us that that's all they would do until we spoke with the person above them. Finally they said they would replace the furniture. when we finally received it, there were stains on the new furniture. I refused to accept it and sent it back. during this, one of the delivery men called me a "****** *****" which means ******* white girl in Spanish slang. I speak enough Spanish to know this. From there I called corporate back to tell them about what had happened and they sent out new furniture. We finally got our furniture I believe about 3.5 months after purchasing it. our total cost for all of this headache was $973.11 + the costs of the *****

Desired Settlement: We requested many times from them to get our money back but they said they couldn't because we were pass the 30 day return policy, even though we had just received our furniture from them. throughout this entire process they were resistant to provide us with any positive solution to our problem and completely disregarded any suggestion we made to resolve the situation. they would rarely return our phone calls, and we constantly had to wait for action on any part of this company. I have pictures

Business Response: We have contacted our customer to begin working toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently tried to purchase a mattress set from Ashley in early May. After confirming delivery date with them 3 times, they called on the delivery day and said they did not have the mattress in their warehouse. They added an extra two weeks to the delivery time frame. I then called them to cancel my order completely. After arguing with them, the manager approved the refund. They said the tax and delivery charge that I paid them already would be refunded to my bank account within 10 business days. That would have been June ****. After calling again they said the refund was already processed, but the refund is still not showing up in my account. I called customer service again, and now they say they will check on it and call me back. They have yet to call after two times calling them. They are now just trying to give me the run around. All I am asking for is my $274.00 back that the owe me, nothing more.

Desired Settlement: I would like a check mailed to my home address.

Business Response: I have contacted our customer so that we may work toward a resolution.

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

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, April 20th I was shopping for a bedroom set. I went to Ashley Furniture Store in ********. I was interested in the floor model(Hamlyn) set. I spoke with the sales rep(*******) concerning the purchase price. I explained that I only had ninety percent in cash and requested two additional days to pay the balance. ******* contacted the Store Manager for approval. I explained to ******* that I only had a check, he stated that I needed cash or a credit/debit card to hold the bedroom set. I left and drove to the Ashley Furniture on *** ******, the sales rep explained that in-store financing was available. I immediately called ******* at the Ashley Furniture in ********. ******* returned my call on Sunday, April 21st,and stated that the bedroom set was still available. When I arrived at the store,******* stated that everything was written up and ready to complete. A few minutes later another sales rep tells ******* that another customer was approved for the same bedroom set. ******* contacted the Store Manager and explained the problem. The Store Manager stated that whoever was approved first would purchase the bedroom set. I explained to the Store Manager that ******* had the sale first and that I was requestingin-store approval. The Store Manager stated that the other sales rep had sold the bedroom set.

Desired Settlement: I want a formal apology from the Store Manager and to locate another Hamlyn Floor model for sale.If a floor model is not available, a mark down on a new Hamlyn bedroom set is acceptable. Improve communication between the sales associates.

Business Response: I have spoken with the customer to resolve his issue

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: Ashley Furniture refuses to accept any responsibility for the actions of the Store Manager or the sales associates. No resolution was offered concerning my issue with that store in ********.

Regards,

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





























Business Response: The store did offer to reserve the set for the customer with a down payment if he could place the down payment before close of business that day.  The customer left and did not return until the next morning and at that time another customer had completed their credit app and purchased the set.  We are working on locating another Hamyln floor model for the customer.

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

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,

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




















Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

I have been unable to resolve my complaint with Ashley Furniture. I need to re-file my complaint against Ashley Furniture.


Regards,

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





























Business Response: We have tried to locate the floor model Mr ***** had wanted, but are unable to.  

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Ashley Furniture never contacted me regarding another model. I didn't receive a written apology from the store manager or anyone from the corporate office. I am totally unsatisfied with Ashley Furniture customer service. I will never shop in that store, ever...........

Regards,

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





























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I spent an entire Saturday searching many furniture stores that met our requirements for a white dresser. Our last stop was the Ashley Furniture store located at ***** ** ***** *** ******* ** *****. We were relieved to have found our new dresser and for a great price. The salesman was wonderful, knowledgeable, and did not push us like an annoying car salesman. We purchased the white dresser and matching mirror for the price of 434.60 on March, 09 2013, with an expected delivery date of April 9, 2013. On April 7, 2013 I received a phone call letting us know that our mirror would not be delivered on April 9, 2013, instead it would be delivered the following week. We accepted and scheduled another delivery time on April 17th, 2013. The dresser and mirror were delivered and we were instructed to sign that we received the items. After the delivery men left, my wife and I checked over our dresser, inspecting it more closely and thoroughly. To our disappointment we found that the matching mirror had been scratched and dented, and was missing paint on the sides and front. I called customer service and spoke to them about the damaged mirror. At their request I emailed pictures of the damaged mirror. The woman then told me that they would send someone out to replace it. A man from Ashley showed up and told me that he was here to inspect the mirror. He brought his tools inside and looked at our mirror and said it could be fixed. He got out a can and began SPRAY PAINTING inside our home! My wife and I became light headed and ill as the day went on because our home smelled like spray paint. I was expected a replacement of the mirror as that is what was conveyed to me over the phone and am very disappointed that we had to settle with a refurbished mirror when we paid for a new one. That same day I made a phone call to the customer service center. I explained what happened, and that I was very disappointed with the use of chemicals in my house, and that we paid for a new mirror and we had to settle for a refurbished one. The woman on the phone agreed, said that they are supposed to spray paint outside, and she was very understanding and said she “understood” and that she would have a new mirror sent out to us as soon as possible. we finally had a date of May 14, 2013 between 12:00pm-2pm for our new white mirror to arrive. The delivery man arrived at 1pm. He was on a personal cell phone conversation the entire time. He never introduced himself, and did not say a word to me when I let him in our home. I showed him the mirror and he said, “What’s wrong with this one?” I told him that it had been damaged and we just needed a brand new one. He brought in the new one and attached it to the mirror. As he was working, I noticed that he had placed his tools on our bed showing a complete disregard for our personal belongings. While the delivery man was outside, my wife and I checked the mirror over and again found that it was damaged! I pointed out the scratches to the wood and to the mirror itself. The delivery man went outside and came back in with spray paint and some aerosol cleaner. He sprayed it on the mirror making our home smell like paint again and was unable to get the scratches off. He told me that I was going to have to take some Windex and really put some elbow grease into it and that he was done. I asked him if I was supposed to finish and he said yes and then left. My wife was so frustrated she decided she would make the phone call to a manager this time. So 30 minutes after he left on May 14, my wife ****, called Ashley Furniture Customer Service. She spoke to a manager named ****. She explained our current experience and explained her frustration with the process, service, and quality of product. **** explained to my wife that she would look into it and that it would take 24 hours for **** to get back to my wife. **** took my wife’s phone number down and gave **** her phone number of ************. My wife ended it with, “I hope that at the end of this my husband and I can recommend and use your company in the future.” **** said, “I understand and we do want to make this right for you, let me check on all of this and I will get back to you.” The next day, Wednesday May 15, 2013 I received a phone call from Ashley Furniture asking me how my delivery went! I was surprised to get this phone call and felt that the left arm didn’t know what the right arm was doing in your company! I informed my wife of the call and we decided to give **** one more day to contact us. We failed to receive a phone call from **** so on Thursday May 16, 2013 my wife called the number **** gave her and asked to speak with ****. My wife was informed by the representative named ***** that **** was in a meeting with all managers and that she would email **** (with my wife’s permission) asking her to contact my wife regarding our matter. After waiting 24 hours and still no word from ****, my wife called on Friday May 17, 2013 at 2:39pm (CST). A woman named **** answered the phone. The following is a very close transcript of the conversation: ****: “Hi, I would like to speak to the manager named ****”. **** “**** is not in today is there something I can help you with?” ****:“No, we already have a matter being discussed with the manager and I am trying to get in contact with her. Is there another Manager that I could speak with?” **** “No, not without knowing what this is in regards to.” ****: “Well if you would like to look up our account it should all be written down.” **** was then put on hold and **** came back on the line: ****: “Ms. ****? It looks like **** is in today let me see if I can reach her desk” **** was put on hold again and **** came back on the line: ****: “Ms. ****? I’m sorry she’s in a meeting, would you like me to leave a message for her?” ****: “Can I please speak to another manager then?” ****: “All manager are currently in a meeting and none are available” ****: “Who is the person who is in charge of your managers? Can I please speak with them to resolve the situation?” ****: “No one” At this time, as you can see, my wife determined that **** was not interested in helping and was not going to elevate the situation and discontinued the call. We again spoke with another manager name ***** after MULTIPLE phone calls. The manager we spoke with is *****. She seemed interested in helping us, like everyone else had been to this point. She told me she would have someone inspect the mirror before it is delivered to make sure it is not damaged. Wouldn’t you know it, when we received the mirror IT WAS DAMAGED. Deliver was conducted on Friday, May 24th at approximately 1:40 pm. The delivery men put the mirror up. After inspection we saw a gouge that was on the wood in-between the bottom panel and the mirror making it clearly visible thru the reflection. The deliveryman agreed that it was damaged and called in the problem. I was told by a woman name ********* that the mirror would be inspected at the warehouse and someone would be calling us to schedule another appointment. I was told that she would enter in the notes to have someone inspect the mirror before the next delivery, which is the same thing ***** said when we spoke to her which clearly was not done. After we declined delivery, I received a phone call on Saturday, May 25th from the call center from a representative who wanted to know how the delivery went! She had no knowledge of the declined acceptance and did not bother to read the file before she called. I asked to speak with ***** and the rep told me she was unavailable and would send ***** an e-mail asking her to call us. As of May 27th, 2013 we have not received a return phone call from *****. On May 27th, 2013 I received ANOTHER phone call from a representative named ****** wanting to know how our delivery went! She said she had no knowledge and there was no history of our declined delivery. I voiced my concern with this and requested to speak with a manager. She told me that none were available and she would follow-up with her management to get this matter resolved. After hanging up with ******, I received a return call from her saying the earliest they have a mirror is June 3rd. I asked to speak with a manager. She transferred me to a manager named ******. This is probably the most frustrating conversation I have ever had with a customer service manager. I requested a full refund and to return the mirror as this just was not worth our time or effort anymore. ****** told me that the time frame has passed to get a full refund of the mirror. He told me that we could only get a refund 24 hours after purchase! He just kept repeating himself over and over again no matter what I said. I became so frustrated with his talking points that I had to end the conversation.

Desired Settlement: We would like a distric manager or someone to call us an apologize for the customer service department's lack of concern and the total breakdown in their entire company. We would like a full refund and to return the mirror.

Business Response: We have contacted our customer to work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2013 Problems with Product/Service | Complaint Details Unavailable
5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ** ****** ******* ***** ******* ***** ******** ** ***************************************************** **********Ashley Furniture Home storeAshley Furniture Industries, Inc.**** ******** ************* ** ********* *** **********Re: (Incident on 5/4/13 regarding layaway purchase)On 5/4/2013 my wife and I arrived at the store to pay off our layaway. The items that we had on layaway are Ashley ******* LAF Loveseat, Ashley ******* RAF Loveseat, and Ashley ******* Loveseat. We had a remaining balance of $300 dollars to pay the layaway off.Unfortunately, the Customer Service Manager overcharged us for the payoff. He charged us 1,311.42 dollars, and did not show any concern for his mistake. In result of this we had an overdraft charged to our account on 5/6/2013. We also had an additional three overdraft charges because of this on 5/7/13.To resolve the problem, I would appreciate it if you could refund me for my overdraft charges and compensate me with a $300 dollar gift card and also 30% off on my next purchase. Enclosed are copies of my receipts and bank statement. If this doesnt get resolve I will cancel delivery and get a refund.I look forward to your reply and resolution to my problem and will wait until 5/10/2013 before seeking help from the ********** ** ********. Please contact me at the above address or by phone at (**** ********.Yours sincerely***** ** ****** **Enclosure(s) payment receipts, and bank statementsCc: (********** ** ********* ****** ******** ******* **** ** ****** ****** *************

Desired Settlement: To resolve the problem, I would appreciate it if you could refund me for my overdraft charges and compensate me with a $300 dollar gift card and also 30% off on my next purchase. Enclosed are copies of my receipts and bank statement. If this doesnt get resolve I will cancel delivery and get a refund.

Business Response: We have contacted our customer and worked together to resolve his issues.  Thank you.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:I have not received an agreement from Ashley Furniture, Inc to reimburse myself for my NSF charge that I incurred from a result of Ashley Furniture's mistake.

Regards,

***** ******





























Business Response: We spoke with Mr. ****** yesterday and advised him that we were sending a check to cover his NSF fees via overnight delivery and he would have the check today.  The refund was processed back to Mr. ******** card within 4 minutes of the error occurring but do to his banks policy the refund did not appear for 48 hrs.  According to the bank statement Mr. ****** supplied us with the bank processed the refund back to his account on May 6th.  Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: See following Letter to Ashley Store Manager:April 26, 2013Mr. **** ******, ManagerAshley Furniture Homestore*** ** ******* ********* ***** ************** *******Sale Order ********; Dated 2/10/2011Dear Mr. ******:One finds out about the quality of a retail operation only after having problems with the operation. In February 2011 we purchased a Double Reclining Loveseat w/Console. In October, 2011 we noticed that the dye was coming off on one side of the Loveseat. We called your Customer Service people on 10/15 and they agreed to mail us a replacement cover. When the cover arrived I called again and arranged for a technician to come out and install the new cover.On 10/20 **** ***** came out and looked at the Loveseat. He wanted to try dying the area where the dye had come off rather than replacing the cover. We were ok with that as he seemed to do a good job of matching the color. About a week later we noticed that he had spotted our laminated hardwood floor in several places with dye. A couple of days later he returned and cleaned the spots to our satisfaction.On 2/14/2012 we contacted the customer service people again to let them know that the dye job did not work and the dye was coming off again. They said a technician would be out on 2/24 but he never showed up. We re-contacted customer service and a revised appointment was set for 3/2. The technician arrived on that date and installed the replacement cover on that side of the loveseat.A few weeks ago we noticed that once again the dye was coming off. We did not contact Customer Service immediately as we had to make an emergency trip to Kansas City due to a family financial situation. When we returned we visited your store to discuss the problem with the loveseat. We are not at all confident that the loveseat can be repaired to our satisfaction and wanted to make some sort of arrangement for Ashley to take the loveseat off our hands for a negotiated refund to be applied to a new purchase. We were told at the store that we would need to contact ******* as the product was out of warranty. We did so only to be told that the "Worry Free - Certificate" we Page 2purchased did not cover extension of manufacturer's warranty, but rather covered only damage caused by us as users of the product. Needless to say this about knocked me off my feet when I heard this astonishing news. I would never have purchased such a stupid contract. We definitely thought we were buying extended warranty as that was most definitely implied by your salesman. Now we can understand why no wording was supplied with the Certificate to indicate what we were buying. We assumed it was just an extension of the Warranty Information booklet given to us at the time of sale. We are now faced with 1) an inferior product purchased from Ashley Furniture, and 2) a fraudulent warranty which does not provide the protection implied by the salesman.I contacted the store on 4/24 and asked to speak with the store manager. I was told you were out of town until the 26th. I told the gentleman that I wanted to visit with you on the 26th. I attempted to make an appointment but he said he could not do that. I then said that I would be available to meet with you early in the afternoon, and asked that he request you to either e-mail or call me Friday morning to confirm if that was ok. Having not heard from you by noon I placed another call to the store but was told that you were busy. I left word for you to call me about a problem I was having with Ashley. Since I have heard nothing from you I am writing this letter.I certainly hope that after reading this letter you will agree that I have good reason to complain and hope to hear from you without further delay. If I do not hear from you by the end of next week (May 4th), I will forward copies of this letter to the Better Business Bureau and the Office of the ***** Attorney General.Sincerely,****** *******

Desired Settlement: Repair or replace defective product. Would be willing to accept a fair partial refund for defective product to be spent on replacement product from Ashley Furniture.

Business Response: I have contacted this customer to resolve his issues

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am not completely rejecting this response.  Today we resolved part of my complaint.  Ashley has agreed to provide a new leather cover to replace the defective one and have it installed at their at their expense. 

However that only pertains to one of my complaints.  We purchased, at the time of the sale, what we were told or implied by the sales person was an extended warranty.  We were given no documentation as to what was covered by the product we purchased as he indicated it was just a extension of the warranty booklet that came with the piece of furniture.  It turns out that it did not provide extended warranty but rather was some  sort of insurance for damage we may cause to the furniture.  We would like to see Ashley instructed to cease this practice and make it clear to their sales personnel that they are to make it perfectly clear that this is not an extended warranty and provide the customer with documentation showing exactly what the customer is buying.  They refer to this product as “Worry – Free Certificate” with ******* Furniture Services. 
 
I believe this is something which should be required of Ashley to protect future buyers.

I would like to see Ashley Furniture commit to you in writing that they will take such an internal action for the protection of future customers.  I have also asked the Office of the ***** Attorney General to look into this matter.

Regards,

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





























Business Response: We contacted our customer previously and continue to work toward resolution. A brochure is available at the time of sale when requested which describes the ******* product. The ******* product is administered by a privately owned and operated company which is separate from our own; all terms of the product are subject to their exclusive control. Specific employee and employer interactions are private, however we do strive to improve our employee’s understanding and training around all of the products we sell to provide the best customer experience possible on a regular basis. Thank you.

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

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 accept the response but seriously wonder if their sales personnel are as diligent in explaining the warranty materials to the customer as they should be.  In our case the sales person was definitely derelict regarding this matter.  Also the failure of the Store Manager to contact me regarding phone messages and a complaint letter will preclude our doing any additional business with Ashley Furniture.     

Regards,

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




















BBB's Final Determination: Consumer accepted resolution offered by the business.

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We decided to give Ashley Furniture to rectify the previous issue that we had with a different Ashley Furniture in another state. We were approached as soon as we walked in by sales people as we were there just to look and compare furniture stores and quality. After an hour of being followed and not at all able to browse as a family we decided to purchase a few items and explain what the issues we have had and wanted to make sure that this issue wouldn't happen again. As soon as the furniture was delivered we could already tell the issues were about to begin. I call immediately after the delivery to state that the furniture was not even assembled properly and that the leather was ripped at the stitching. We were told that this is now a warranty issue. I ask them to remove the furniture and we would go elsewhere. *** the manager hung up after stating it would be a cold day in **** before he did anything to help rectify our situation. Not all of the furniture was delivered and we would recommend that you not listen to the manager or customer service ladies in the front. All this store wants to do is sell furniture and have the warranty service to fix the mistakes that the store has created.

Desired Settlement: Return our money before we have to take this to small claims court and show the videos on youtube how we were promised the world and received poor customer service. Who lets a manager hang up on customers? We want to know how the corporate office is going to handle this manager.

Business Response: We have contacted our customer to work toward resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Was told at time of purchase that my furniture was leather, also purchased warranty (*******) that would cover any problems with furniture.Loveseat is now peeling and warranty company does not cover peeling and Ashley is telling me the furniture is not leather. Ashley will order parts, but will not pay for technician to install parts. Ashley Furniture sales person misrepresented product and warranty.

Desired Settlement: After reading many complaints on line regarding furniture purchased at Ashley Furniture, would like a new (leather) loveseat to replace the one that is peeling. On line comments state that shortly after repairs were made for peeling, the products start to peel again.

Business Response: We are working with the customer to resolve her issues

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: Representative from Ashley Furniture called to tell me that they would order parts, but would not pay for labor to install. Ashley representative said she would try and work something out and call me back. As of 5/8/13 have not heard back from Ashley representative.

Regards,

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





























Business Response: Ms. ******* received her furniture 12/02/10 and is out of the 1 year manufacturer's warranty on this item.  We offered to send the parts needed at no charge, but she would be responsible for the labor charges.  Ms. ******* stated she would speak with her husband and call back.  We have attempted to raesolve this customer's issue and have not received a call back on how she would like to proceed at this time.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: Do not believe we should be responsible for paying labor. I believe Ashley Furniture is aware that they have a problem with this furniture, and they do not want to stand behind the product. If you go online there are many complaints regarding this product and the lack of response by Ashley Furniture or the warranty complany (*******). Again the product and warranty were misrepresented.

Regards,

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





























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ashley Furniture Representive (***) stated to me on purchase date that Ashley Furniture would honor a "lowest price guarantee". Meaning that if I find exact same product elsewhere that they would match that price and adjust my contract accordingly. Lower price for furniture was provided in a timely fashion. (within 48 hours.) However after two to three weeks of phone calls, my invoice was never "re-adjusted" I called over 17 times to store and spoke to management as well (*******). I had to go into store in order to get the price match honored AND still was not provided with the adjusted number by ***** **** * *****.

Desired Settlement: Resolve the issue, honor the price match guarantee and provide me with the adjusted paperwork. Not just a verbal that it will "get taken care of". Adjust my bill and offer additional discount for my time I took from work and multiple calls with horrible results and poor customer service. Ashley did not make a good faith effort to resolve my issue. and more so acted in bad faith in purposely not returning my calls.

Business Response: This customers issue has been resolved

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2013 Problems with Product/Service | Complaint Details Unavailable
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4/22/2013 Problems with Product/Service | Complaint Details Unavailable
4/18/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased furniture & a rug in 2010 or 2011, we bought the warranty good for 5 years. We paid cash for a living room set with pillows & rug & a dining room set with the bench included. The bench is losing its stain plus scratches have started forming, the rug has holes starting to unravel, plus there is more holes starting to form. One of the pillows has started to come unsewed. I spoke to someone (******) Ashleys furniture, she looked up my account and she told me my warranty was still good and my furniture should still be covered. She referred me to ******* Furniture Services, Claim ID #******** and they have denied me this is what they wrote through email: 03/25/2013 **** ******* **** ******* ***** ****** * ** ***** Dear **** *******: Following a thorough review of your claim, we regret to inform you that we are unable to service the reported problem for the following reason: The information provided to us indicates that the damage reported to us is not a part of the coverage provided to you under terms of your protection plan. Please refer to your protection plan Agreement terms and conditions for additional information on the coverage and exclusions of your plan. If you have any questions about this decision, please contact the service center at the number listed below. Sincerely, Customer Service Center ###-###-#### Claim ID: ******** *Please add **************************** to your safe sender list or address book.

Desired Settlement: This company is denying my request for a refund or an exchange or just replace the rug with another. The manager from Ashley is now saying that its a wool rug and that wool tents to damage quickly, after they were backing me up that I was covered now they say different. I sent them 10 to 15 pics of the damage rug and bench and pillow. I told them the pillow didn't matter, I would get it repaired but the other 2 items I feel I haven't had them long for them to be this damaged. I told them it looks like a defect rug all my family and friends that have seen it agree with me. I have no kids just me and my husband and they tried to tell me it could be moths or a dog or someone that plays golf and wear golf shoes and step on the rug. All these suggestions are not possible, since I have no dogs and I sent them pics on how clean my house is. I get my home pest control every 2 months and I have papers to proof this. They are just trying to make excuses and accuse me of damaging the rug. My dispute is I have a warranty for 5 years it should be covered. They said it has to be damaged by nail polish remover and that would cover. Should I spill nail polish remover on the bench then call them again and tell them its been damaged? I'm being trueful and honest how the stain on the bench is fading and scratching started forming on the bench. But they are not being reasonable and accept poor quality on the bench and the rug. If they don't consider me a value customer, I will never shop there again. I have never bought anything from them with this poor quality and have never reported a bad quality to any furniture place. I deal with lots of other department stores and this has never happened with my purchases. Please help me get an honest reply and consider my claim. Pictures can be sent to you if needed. Send me an email address where I am able to sent to you for further evaluation. I have nothing to hide and feel I need someone to back me up once you see the poor quality of the items I purchased and for ******* to reject my claim. I only thought of pursuing my claim, when several guests of mine came to a baby shower I had and my guest said to me something should be done you should report it. My guest encourage me to file a claim bc they saw the defects in the rug and the dining room bench they told me this is bad quality no one buys something that lasts only a year or so and ******* says if there was a defect I should have reported it 14 days that i had the items. You know as well as I that no item shows the poor quality in 14 days. Please help me state my claim and help me get some kind of credit for the bad quality in my purchase from Ashley's furniture. I have bought other rugs from other furniture places and it still looks brand new and has lasted for 10 years and for this to happen with one year of use, its tearing I can it bad quality from the manufacture. I sincerely thank you for your time in this matter and will appreciate your help. Best always, Mr & Mrs ******* ******* **** ******* *** ******* ** ***** ************ ************ ************

Business Response: We have contacted our customer to provide resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered furniture from Ashley Furniture HomeStore on February 12th, 2013 with an expected delivery date of March 15th, 2013. The cost of the furniture, warranty, and applicable taxes totaled about $1500. On February 25th, the delivery of a part of the order was delayed to April 10th, and I accepted the terms. Today, March 11th, the delivery was delayed until April 24th. I asked for some type of remedy for the delayed delivery, and they offered either a reselection of the furniture or a $50 gift card for Ashley Furniture HomeStore. In reference to the reselection of another piece of furniture, I asked if they could give me an inventory of what they have available to delivery in the next week or so, and they refused, citing their inability to manipulate the inventory data. Neither option remedies the delayed delivery of the furniture. I then asked for a full refund of the non-delivered goods, and they refused.

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)Delivery within 30 days of the original (March 15th), agreed upon delivery date or refund of the goods, warranty, delivery fee, and all applicable taxes.

Business Response: We are attempting to reach our customer to work towards resolution. We have not been able to reach our customer at this time, please advise if any other assistance or information is needed.

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

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,

***** ******-*******




















BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: May 26, 2012 a couch, loveseat and recliner was purchased from Ashley totaling $2,220.72. A down payment was made by credit card in the amount of $308.25. Deferred interest was until June 24, 2013. The amount of $1,912.47 was financed by Ashley with ** ******* ****** *****. The account # set up by Ashley was ******* and the account by ** was 6*** **** **** ****. After making several monthly payments to ** it was noticed that an additional chage dated July 27, 2012 was now on the bill. The amount was $308.25. I called ** ###-###-####. I was told they only charge what is turned over to them by Ashley and could offer no explanation for the charge. I then called the ************ Ashley and after nearly an hour, no one could find my account and I was then transferred to *** *********. Again, no one was able to find my account or offer any explanation. I went to the store in person on February 11 with all of my paperwork from the purchase. After nearly another hour it was determined that Ashley pur another customer's information under my customer ID. No one could offer an explanation of how this happened. At that time I spoke with ******* ********** and ******** ******. They sent an e-mail to ****** *********, ***** ****** stating that my account needed to be cleared up and have ** correct their bill. I received my next bill from ** and it still showed the $308.25 as due. I once again went to Ashleys in ************ where I was given copies of E-mails from ****** ********* stating that they could not understand the previous e-mail. The personnel at the counter stated they could not help me. I requested to speak to the manager and that person did not appear.

Desired Settlement: I want the amount of $308.25 taken off my account at ** *******. I would also like an explanation as to how someone else's information showed up on my account number. Yes, an apology and funding for my time and trips would be nice also.

Business Response: We have contacted Ms *******, the billing errors have been corrected. If any further assistance is needed please let us know. Thank you!

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: I was informed it would take up to 2 billing cycles for the illegal charge to come off my bill.  I do NOT want this closed until the credit company shows the charge removed.  I was told 30 days ago the charge would be removed and as of today ** ****** still shows the charge.

Regards,
***** *******

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

See complaint #******. After receiving your last message I requested this case not be closed until I received a corrected statement from ** ******l showing the correct amount due. I received the statement today and although it shows the credit of $308.25 I am now being charged an additional fee of $25 for waiting for the correction. I do not feel that I should be responsible for this fee as Ashley took over 2 months to get this resolved. Thank you.TranslateDesired Settlement$25 charge removed from my account from ** ******* by Ashley for their delay in correcting their mistake.
Desired Settlement: Other (requires explanation)


Regards,

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

Business Response:

Most Recent MessageDate Sent: 4/6/2013 3:05:44 PM
I have contacted this customer and are working with them to resolve their issue

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: I have not been contacted.

Regards,

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

Business Response: This customers issue has been resolved

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because: **** with Ashley in *** ********* had a conference call between ** ******* (finance company for Ashley) and myself.  In addition to taking off the $308.25 that was erroneously charged to my account, ** ******* added an additional $25 while I waited for a corrected bill.  Ashley and ** have agreed to take off the additional $25 but I now have to once again wait several days, then recontact ** and request a refund.  I do not know when I will receive the refund.  I told **** that I would not consider the issue resolved until I received the check. (After it taking nearly 3 months to get this far, I still don't have a corrected statement or my refund)  I will notify BBB as soon as this is resolved.

Regards,
***** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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