BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

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

Factors that affect 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 112 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

112 complaints closed with BBB in last 3 years | 40 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 4
Delivery Issues 20
Guarantee/Warranty Issues 15
Problems with Product/Service 58
Total Closed Complaints 112

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

BBB file opened: April 05, 2005 Business started: 03/01/2005 Business started locally: 03/01/2005 Business incorporated 02/19/2004 in FL
Type of Entity

Limited Liability Company (LLC)

Contact Information
Principal: Mr. David Pittman, Customer Satisfaction Manager
Business Category

Furniture - Retail Home Accessories Lamps & Lamp Shades - Retail Mattresses Office Furniture & Equipment Pillows Bedding Beds - Retail Carpet & Rug Dealers - New Furniture - Childrens

Alternate Business Names
Ashley Furniture HomeStore Regional Corp. Office SFTF, LLC

Customer Review Rating plus BBB Rating Summary

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

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 Glynn Isle

    Brunswick, GA 31525 (912) 261-1347

  • 13265 City Square Dr

    Jacksonville, FL 32218 (904) 268-2347

  • 4621 River City Dr

    Jacksonville, FL 32246

  • 8151 Blanding Blvd

    Jacksonville, FL 32244 (904) 221-2347

X

BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

9/28/2016 Guarantee/Warranty Issues
9/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a new sofa from this business. I specified and paid for dual electric recliners. They delivered 1 recliner electric as ordered but the other is a manual. I paid $200 extra for the electric. I have called this firm nearly every day to have the complaint filed and I have left the tags on the furniture so they can swap it out but no return phone call nor has my phone call EVER been answered by a live person. I had it delivered to my condo at **** ********** ********* in ************. I won't even go into the delivery problems and the lack of timeliness and hassle it caused my tenants but that is over with. I just want what I paid for NOW>

Desired Settlement: I want them to replace the part that is supposed to be electric and take the non electric back.

Business Response:

We apologize for the confusion.

Our systems show you paid less for the non power side over the power side.  Traditionally this would have been priced exactly the same.

Could you provide a copy of you invoice to the BBB or email a copy to ******************** and list in the subject: BBB ************?

Thank you.

 

9/13/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We just purchased a house here on the Northside and we wanted some new furniture to go with our new house. So as we had reasonable experiences with Ashley's in the past we went in to find out about there no interest for extended periods. We began to browse the store. The sales pitch is now like a car sale which is awful and something I hate the most. We made a deal that we were satisfied with at the time because our kids were getting anxious. Our deal consisted of a Retail Price of a couch which was able to be pieced out. We picked a smaller size couch taking the retail price around $4,000.00. After, speaking with Frank at the store he told us about the buy more save more deals that they have going on. We looked at a table and chairs and decided to take advantage. The retail on the table $2,800.00 and change. After, some negotiations we agreed to to apply for credit for the couch, fees associated, and part of the table/chair purchase. We took a total price of everything of $5068 if we agreed to 12 month pay off and paid cash for the balance. So I forked over the $1218 difference to Frank and Carlos. We were then told that we couldn't get everything for about 2 weeks. They scheduled the delivery for May 29th. We cancelled our Memorial Trip weekend because my wife was excited to decorate and have the furniture in the house. That Sunday morning all went downhill from there. We never received our chairs. They showed up and said they were on back order. Why didn't they tell us this in the store? We then called and were informed that they were on back order and we would be contacted when they arrived in Jacksonville which should only be a few weeks. Okay, so we waited. End of June comes and still no chairs. I go to the store to complain. The girl behind the counter is in fear because of what she has to disclose. The chairs are not going to be available until August 8th. I'm furious at this point because there is no communication from your company. Frank your sales person had the nerve to tell me it wasn't his job to call and inform me that they wouldn't be available. If there job is to only sell then why call him over to talk to me about my complaint. There has to be some follow up procedure as to why the customer service person called him over. He is extremely pompous and not an asset to your company at all. After, that I expressed these issues with a female manager that told me she would fix the issues and help us resolve this. I think her name was Melissa. She offered us a switch of chairs but looked up the delivery date would only be about a week difference. At this point we decided to wait for what we really wanted. 2 weeks at this point was a breeze for the time and aggravation that we had endured. She guaranteed that we would get a follow up call for a delivery of our chairs. SO NOW 1 WEEK ago I went in to complain about still not having our chairs or any communication on when we get them. The Manager in Training tells me that they would not be in Jacksonville until first week of Sept and we would get delivery around the end of Sept. I noticed on the table in store that the chairs wouldn't be available until late October. At this point I am just being lied to. No one can give an answer on anything and they just pass the blame to the next department. It gets worse. Randall guarantees me a call back because he could be fired if this isn't satisfied on his watch. Well, he took my phone number and never called. I had to call back and he told me he passed it on to Carlos. I was told that I would have to Connie in accounting. I asked for the table to be picked up and a refund for the chairs. They only wanted to credit my wifes synchrony account and not give us our money back. I told them that they applied for $3850 credit in my wife's name and the balance that I paid in cash was now a deposit on our account not a payment and that we hadn't been charged for the chairs because they hadn't been delivered yet. Okay, So now is where it's gets really bad. I tell Connie with accounting that I want our money paid to Ashley's back so we can go buy a table and chairs somewhere else. They refuse until I go back into the store and threaten BBB and legal services. I was told that someone would get back to me. No one did. No call back no nothing. My wife calls to find out when they will pickup the tables in our house and they tell us the scheduled pickup is for Sunday. No call, no notice so we wait all day Sunday. They never show up. Tuesday we got a check in the mail for our cash paid in but now they charged us for THE CHAIRS THAT NOW MORE THAN 3 months of waiting still haven't showed up. We were refunded 1218.00 and billed another 1380. This is insane. I call the credit company and they tell me to take it up the store because it will take 60 days to dispute. I go to the store because no one in corporate answers and get 2nd rate treatment again because I am obviously angry and maybe a little rude. I think I have the right to be after unsatisfactory dealing with about 10 people in your organization.

Desired Settlement: The breakdown cost for our couch is around 2200.00 I would like everything else refunded. I no longer want the warranty because I don't want to deal with Ashley's Furniture ever again. I also feel the delivery charge should be refunded or reduced because technically I have wasted multiple days waiting for them. I would like a breakdown of what you are attempting to charge our credit account. I want the table picked up and refunded. I want the chairs that were voided and probably not even built refunded.

Business Response:

We apologize for the confusion.

We see there has been some activity to you account since the BBB Complaint.  Please update us at ******************** to any open items.

We were unaware the manufacturer was going to delay production on that particular chair the dates provided initially supported a better experience.  Traditionally the samples would just have been pulled from the showrooms and replaced with items that could be delivered if the issue was known.  

We did have several guests that decided to wait and again apologize it wasn't an option for you.  With some financing the guest isn't charged until the items arrive to their home and they have signed for them, so refunds in those situations don't exist since nothing was paid against those items. 

Please reach out if additional support is needed. 

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:

Regards,

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

9/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture last week at the store. The furniture was not supposed to arrive until September 26th however the delivery date was August 26th. When the delivery came I had to take a day off of work to be there for the delivery even though it wasn't supposed to be delivered until Sept. When the furniture arrived I noticed that the end tables were not the correct tables and the couch is not matching. A sectional should be even all the way across. These are all different sizes. There are huge gaps in between the sectionals and it looks terrible. I went in the store that same day and first told them that the table were the wrong ones. Well the sales person Jacob wote the wrong item number down. He tried to tell me that they would give me sixty dollars to compensate but I disagreed. I then ask to see my bill which I never received a copy. According to the Manager they don't give copies of the break down and I know why. They are completing scamming customer. They are telling you it is free deilivery when in fact it's not. The 5 year warrenty is free. That is not. The amount on the bill they have is completed fabricated. Customers don't get a copy. I am not sure what I paid for what. The sales manager stated to me when I argued about the price and stated. WELL DO YOU WANT TO PAY $5500.00 for it. I was appalled. I have a right to see a copy of the total breakdown of what I purchased. I have called the corporate office several times to tell them to come get their furniture. One associate hung up on me. Still not resolved. They orderd the correct end tables without my permission. They wanted me to sign the exchange but I refused. Now I am being told on the phone that I authorized this. Did they forge my signature?

Desired Settlement: I want them to pick up all items purchased asap. After a complete scam I would not buy anything from them. I was a approve for the furniture and need to have time to contact the credit card company to let them know to not charge me for this purchase. I have tired to resolve this to no avail

Business Response:

Sorry for the confusion.

We have the invoice you signed at the corporate office.  It has posted that your delivery date will be "No Later Than Sep/26/2016"  this was written in to mean they did not know what the exact day was going to be and the real date was dependent on manufacturing, similar to saying within 4-6 weeks.  The pieces were actually ready and shipped from North Carolina as soon as the order was processed. 

It looks like you were given an all in quote for $3950 out the door which included Accidental Protection Plan and Delivery.  The sales process for this event is similar to what dealerships do when they give a guest an out the door price with tax, tag and title of 20,000.  There is a value to tax, tags, and the title, but they are broken out later.  I see they wrote "included" on both the protection line and delivery line of the invoice and not "free".  

We understand this promotion isn't for everyone, this tends to work best for the guest that wants the biggest discount for the most options possible and is after that "out the door" number.  

The changing of the tables would have been an internal exchange we would have made and no additional signatures would have been necessary to process.  We would have received your signature at delivery if you accepted the new product.

If the sectional dye lots were off we could change those, sometimes the hides or how the lighting is can influence issues.  There should be little twists under the feet that adjust the pieces up or down.  If they settled off we could always send a furniture technician to assist.  

Customer Service should have reached out and we will resolve however you see fit.  Again we apologize this promotion or pieces did not work favorably for you. 

 

 

 

 

 

8/30/2016 Advertising/Sales Issues
8/15/2016 Delivery Issues | Complaint Details Unavailable
8/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Rude, disrespectful *******. She claimed to be the ******* (*****). As a senior citizen I have never been treated like this. I have a problem with a sleeper sofa that I am currently still paying on that was purchased at this store at **** ********* **** in ************, *******. Mattress is sitting on the floor under the couch. There is nothing between the bed and he floor. There is nothing , no frame, for the bed to sit on when it is folded in. When you look under the couch you see the bed hanging down sitting directly on the floor. When I spoke to ***** she informed me they could do nothing until I sent a picture of the couch. I tried to explain that I do not have the means to do that. She said she would put the claim in but could not proceed without a picture of the problem. All the time I was trying to explain to her re: picture she just kept talking loudly and would not let me say anything. I called back and spoke to ***** and was told, after I said I was filing claim with BBB, that someone would contact me in 7 to 10 days. The harsh treatment from ***** was so upsetting. If that is how Mr. ******* runs his stores that is sad that he allows his store *******s to treat senior citizens or any consumer this way.needless to say I will do my best to put the word out through social media re: the treatment i received at this store

Desired Settlement: That Mr. ******* secures store *******s to a higher standard of customer service after the sale. ******* needs training in customer service.

Business Response:

Company's response below:

Ms. ******* we apologize for the confusion, because the purchase was made over a year ago we would need pictures to know how to appropriately process the claim.  We don’t have a technician on staff and use third parties to manage issues for us.  We attempt to determine if the issue is customer damage or a manufacturer’s defect so the correct company attempts to resolve the issue for you.  We understand through our customer service department that you were going to have your *** take pictures for you and when he completes this please forward to ******************** or if pictures are printed they can be dropped off at one of our showrooms and they will mail them to the corporate office for you. 

 

Thank you.

Consumer Response:

 

 Complaint: ********

I am rejecting this response because:This is in response to Ashley Furniture and the rejection of their reply.  On the initial call on 5/26/16 I was told they could not send a tech out unless I sent pictures. I told ****** I did not have the means to do that. I said I may could get my *** to come and do it but I had no idea when that would be. I called back and to let them I do hope not get the pictures to them. I don't know he ladies name but she tried to put ****** back on the phone and I refused to talk to her after the initial conversation. The lady said that ****** had sent the clIm over to their third party adjustor. After several weeks and no response from anyone I called back and spoke to ******** in customer care. She said the man that was to come was very far behind that his ****** was sick. She advised me to call the warranty company. She said the warranty company would take pictures and send them with a report. That is what I did. The adjustor took pictures and stated to me that this was a manufacturer defect. Per ****** they did receive the pictures and the report. Now they say they have to send their third party adjustor to assess. That is where we are as of 7/5/16.

Regards,

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

8/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: FURNITURE (POWER SOFA AND RECLINER) PURCHASED 9/18/2013. POWER RECLINER BROKE APPROXIMATELY MID=JUNE 2016. COVERED BY 5-YEAR COMPREHENSIVE PROTECTION PLAN THROUGH **********, ******** ** ***** (**** ******* ***). CALLED ********** FOR REPAIR SERVICE IMMEDIATELY. WAS TOLD TECHNICIAN COULD NOT COME OUT TILL JULY 7 (THIS WOULD BE ABOUT TWO WEEKS AFTER RECLINER BROKE BEFORE WE COULD EVEN GET A TECH TO LOOK AT IT AND DETERMINE PROBLEM.) WHEN TECH ARRIVED ON JULY 7, HE INFORMED US TWO PARTS WOULD BE NEEDED AND WOULD HAVE TO BE ORDERED. PARTS WOULD BE DELIVERED DIRECTLY TO OUR HOME, THEN ********** WOULD CALL TO SCHEDULE REPAIR. TODAY, JULY 26, 2016, I CALLED ASHLEY FURNITURE SINCE WE HAD NOT HEARD ANYTHING FROM ANYONE ABOUT THE RECLINER REPAIR. I WAS TOLD BY THE LADY WHO ANSWERED THE PHONE AT ASHLEY (WHO TOLD ME SHE IS A *******, WHEN I REQUESTED TO SPEAK TO A *******) THAT ********** HAS TO ORDER THE PARTS FROM ASHLEY, AND THEN ASHLEY PLACES THE PARTS ORDER, AND THEN IT WOULD GO BACK THROUGH **********, WHO WOULD SERVICE THE RECLINER AFTER WE CALLED FOR SERVICE, ONCE WE RECEIVED THE PARTS AT OUR HOME. SHE THEN PROCEEDED TO TELL ME THAT ********** HAD JUST PLACED THE ORDER FOR PARTS TO ASHLEY (THIS IS NOW JULY 26, 2016 ~ OVER 3 WEEKS SINCE THE TECH VISIT ON JULY 7). SHE THEN PROCEEDED TO TELL ME THAT IT WOULD TAKE 4 TO 6 WEEKS FOR THE PARTS TO BE RECEIVED AT ASHLEY. NOW I AM LOOKING AT A DEFECTIVE POWER RECLINER THAT BROKE APPROXIMATELY MID-JUNE 2016, WAS TECH SERVICED ON JULY 7, 2016, TODAY IS JULY 26, 2016, AND AM BEING TOLD IT WILL BE ABOUT ONE TO ONE-AND-A-HALF MORE MONTHS BEFORE THE REPAIR PARTS ARE EVEN RECEIVED. I MADE THE YOUNG LADY AWARE THAT I FELT THIS WAS HORRIBLE CUSTOMER SERVICE AND SHE BASICALLY INFORMED ME, I AM SORRY BUT THIS IS THE WAY THE SYSTEM WORKS. AND I TOLD HER I CERTAINLY WOULD NOT PURCHASE ANYTHING FROM ASHLEY AGAIN.

Desired Settlement: I WOULD LIKE A COMPLETE REFUND OF THE PURCHASE PRICE OF THE POWER RECLINER AS WELL AS THE 5 YEAR COMPREHENSIVE PROTECTION PLAN.

Business Response: I apologize for the process, most repairs can happen very quickly, but some situations take specifically qualified service people and specific parts to resolve.  Motorized or electrical furniture may be the cause of the delay. By your claim is does not look like they are failing to keep you from getting service or making the repair they just need to get the right parts and right people to manage.  If you feel the service company will not complete the work please let us know and we can escalate to get it resolved.  Unfortunately we are unable to schedule their technicians or speed up the parts process.  Most often the parts do come earlier than the 4-6 week estimate given to all guests, but occasionally the extra time is needed if the manufacturer is out of the part when requested. 

7/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: UNACCEPTABLE and FRAUDULENT! I went to the Ashley Furniture Store at St John's Town Center and worked with store associate **** ****. Upon going to check out I told the sales associate that I had a Ashley Furniture card, but have not used it in years. He told me that if I had not used it in years it may be closed out and we would have to reopen. I told him that I had no interest in opening an account (I just bought a home) and if it wasn't open I would not be interested in opening a new one and I would just pay out of pocket. He then presented me with what looked like an app and said just filled your name, I believe address in and sign. I hesitated again and said I do not want to open a card and he said that he just needed my signature to prove he had permission to check into my current card. I proceeded to sign the half completed paper and we finished the sale. I have discovered two issues since. 1) When I went online to pay my bill this weekend I discovered that I was doubled billed for the same price on the same day (3,107 I believe x 2)!! When I called Synchronicity I was told to call the store which I did(note no one answered the phone repeatedly and I was forwarded to the corporate line). When I finally reached someone they told me that they couldn't help and when I persisted they left me on hold for 15-18 minutes just to come back and tell me that they could not help me until this Tuesday. I told them on the line that this error impacts my credit (because it looks like I maxed out a card) and if it wasn't rectified Tuesday that they could take the merchandise back. 2) Then this evening I look at my Experian credit report and see two inquiries into my credit (Rooms to Go was approved) from Synchronicity. I was extremely clear that I did not want my credit checked and it appears that it has. I need you all to contact all 3 credit agencies and rectify both of these issues right away or I will seek legal action. These practices are extremely fraudulent.

Business Response:

We apologize for any inconvenience.

********* has been notified and we corrected the additional post on your account.

The account was not a new account, it was your existing account opened previously.

Please contact ********* at ###-###-####, they responded to our requests asking if you would contact them directly for any future issues.

Thank you.

 

 

7/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sectional from Ashley Furniture on 7/10/16 and was told that it was a leather couch and that I would get a free 5 year warranty with this couch that would cover any damages and repairs. On 7/11/16, I went on the website and I found that it is not a leather couch, it is a leather/polyester/cotton blend. The life of this couch will be much shorter then a leather couch and since it is not leather, there are exclusions on the warranty. The fake leather will crack and peel which is not covered under the 5 year protection plan. I was also told that I could cancel the order if I was not satisfied. When I got the invoice, they asked me to sign stating that I will accept the product within 72 hours of delivery. This is in big bold red letters. I only have a carbon copy of the paper I signed and in very small print, it says all sales final. This is odd as no one at the store told me that all sales are final at any time. And when I asked about canceling, I was told that I could. The whole experience was based on misleading the customer. I called in to cancel the order and they are stating that they told me it was a fake leather and that the fake leather is covered for cracks and peels under the protection plan. Both of which are true. They are also denying that they told me that I could cancel the order.

Desired Settlement: I would like to request that all stores have to clearly state in visible clear font, the materials that make up the couch. Customers spend a large amount of their income on these items, it would be beneficial for the facts of the products to be clear. Also, the store and the paperwork should clearly state that all sales are final. There was not one sign in the store that said this. Not one sales or check out employee told me this and it is in very small print on the carbon copy, I am not sure if it is on the original. I would also like a full refund for my purchased. I only ordered the item. It was never delivered. All that needs to be done is a refund to the CC.

Business Response:

The store has cancelled the order and a refund was submitted.

Blended leather is a common industry product and many people request it over non-blended leather.  

We apologize for the confusion.  

 

7/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer maintains an Automated Attendant system that they use to screen calls and claim to return messages as soon as possible. I tried calling them several times and have yet to get through to a live person. My complaint involves an order placed on 6-18-16. I went into the store on 6-20-16 to cancel the order. The man that took my request did not process a return on line with my credit card, but rather took down the information on a credit memo and said it would be processed as soon as a terminal was available. As of 6-26-16 my account still has not received a credit for the return. I feel their need to report positive results for their current sale is affecting their level of customer service and why they haven't processed the return yet.

Desired Settlement: refund now.

Business Response:

We apologize for the processing time on your account.  7-10 business days for processing.  Our records show the refund has been processed.  

Sorry for the inconvenience.

 

 

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,

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

 

7/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My **** and I purchased furniture from Ashley's hometown store in ********** ** last year on Labor day weekend. We bought our furniture on store credit. We were both approved $3,500 each. Our Grand total came up to $6,462.59. My account was charged $3,589.08. My ****'s account was charged $3,500. My account was overcharged and we filed a complaint with the store back in January for a billing adjustment on my account for $626.41 which they have yet to do. The Last time I called them was back in March and they told me that it takes up to 90 days for the transaction to be completed from when the complaint was filed.

Desired Settlement: I would like a billing Adjustment and store credit of $400+ for my hard time.

Business Response:

I apologize for the delay on any credits.  Our records show that on the original order there was a Stone colored Sofa and Stone colored Loveseat which were refused at delivery.  Our delivery records show the ordered was revised and we delivered a Cobblestone Sleeper Sofa and a Sky Loveseat.  

The difference in price came from the change to the more expensive pieces.  

Did you select the more expensive pieces? Did you receive the more expensive pieces?   

We are trying to understand why the additional charges would not have been appropriate if they were not paid for during the original purchase. 

 

Thank you.

 

 

 

 

Consumer Response:

 Complaint: ********

I am rejecting this response because: We already dealt with the issues with the business delivering the wrong products to our house. Our credit and account that they charged us with is incorrect and we want our billing adjusted and credited back to our account like they promised us back in January.  

Regards,

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

7/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased living room furniture from Ashley Furniture at the end of 2012. Within 6 months the faux leather recliner began chipping and peeling. I contacted the store and Joe directed me to call the warranty department as we purchased the additional platinum warranty plan. The phone number I was given to call was ###-###-####. A technician came out to examine the furniture and it was deemed "wear and tear" damage. The recliner's claim number was *********2 and the couch's claim number was *********1. The gentleman that I spoke with for this was with the warranty company ******* Group and his name was **** (employee ID #****). It is just the two of us using this furniture gently and we were devastated that it would not be covered. We purchased furniture covers as the couch also began chipping everywhere (top, sides and seat areas) within the first year. I also have several emails I sent back and forth with the warranty company showing them photos within the first year and them replying it would not be covered under our additional warranty plan (sent to ************@*******group.com). It has now been almost 4 years and we are still paying on the furniture that has now become embarrassing to own. I have made several attempts to contact Ashley Furnitire's customer service and they have passed the blame on the warranty company which therefore passed the blame on Ashley Furniture's quality of faux leather.

Desired Settlement: We would continue to pay off the balance of the furniture if a replacement option was offered or a billing adjustment to rectify the unsatisfactory quality of furniture.

Business Response:

This is a complicated request.  You have had the furniture for about 4 years, put in a claim and the issues were labeled as wear and tear.  You moved from our area and years later are attempting to submit another claim in.

 

We are locally owned and operated, if we could get the manufacturer to support the claim they may offer some store credit, could you use it in Jacksonville on something?  The credit would not transfer to where you are. 

When you didn't approve of the claim, did you attempt to contact the store again?  I have no record of a Joe working at the store level and in customer service.  Beth was your sales associate. 

Payments do not go to us they are with the finance company, any interaction with them is separate from us, please don't stop payments with them.  They have already compensated us with our portion of the transaction in 2012.

Please send serial numbers and pictures to claims@ashleyjax.com if you want to continue with the claim.

Thank you.

 

 

7/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My account balance is incorrect. When opening the account I read the contract but below are issues I would like to address from beginning to end: I attempted to cancel my order 3 times before delivery was scheduled and then was told verbal once payment is made it could not be. During this process they confirmed product availability in the store, except one bed including rails which would take 2 weeks. It turned into a month which I turned down the inhouse gift certificate due to the escalation of the call to the supervisor. It wasn't till after my 90 after I started the new contract is where I started having trouble they didn't change my due date till 2016 from the 1st to the 15th. When paid I was unable to double my payments towards my account which was not disclosed on how I should make them. This was told verbally all the time. Now when I make payments my balance does not reflect any change plus it does not reflect the same information on my contract nor payment invoices. Now I am at a point to where I have informed the store as of June 23rd to pickup the furniture. They were to come on the 25th they never called. I initiated contact as to why a no show or call she stated she couldn't find someone to come down from Jacksonville, fl to pick it up. I called on the 28th of June again inquiring why I was not contacted on the 27th she placed me on a brief hold and stated she sent the email of the dates im available and they haven't responded but she will email them again.

Desired Settlement: Explanation behind wrong balance to account, report correct info to credit agencies,pickup of product asap due to lack account maintenance. When requested to speak with store manager when issue arised was never around only when account was past due. I want someone from corporate to either speak to me verbally or through email. Because if your employees call my phone then hangup before I can answer and leave no message but then I call back and no one picks up since they are screening my call not by voice then that is a big serious issue.

Business Response:

We apologize for any inconvenience.  Unfortunately your finance company, Acceptance Now, is a separate company than Ashley Furniture.  We cannot review the details of you account.

Please call Acceptance Now's customer service number of 1*********6.  They do have Regional Management if you are not getting assistance from the local representative.

 

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. 

Regards,

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

 

6/13/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: At this location I bought a bedroom set and a mattress and mattress pad.. Well I paid for deliver because it was suppose to be white glove as they say.. Well first mistake I was not home when they delivered it.. When I got her the draw was broke and the rest of the furniture had chips all over it... So I waited about a month for them to come out and fix it before I could even use anything.. When I bought the furniture I was sold the extra coverage warranty. I bought it with the understanding that the warranty would roll over towards another purchase.. Meaning I can us the money to buy something else in the future if did not use the warranty. Second, I bought the mattress pad, because they told me several times that in 6 months I can call and get another one, then six month later I could get another (3)in total including original and it would not count as using the warranty.. Well I called the store yesterday to find out where I call and they gave me the number of the warranty company and told me the same thing I get one in 6 months and one 6 months later just call the company and they will send it to me I don't have to send them anything.. Well I called the warranty company and they said that is not the process. I could claim on the product and that would be towards my warranty. They gave me the number to Ashley corporate. I talked to a manager there and they told me that was not the process.. For the mattress pad and they communicated that with the store along time ago that they where giving out the wrong information, as well as with the warranty can only be rolled over as a warranty on a new purchase not toward a new purchase.. So I told the lady I was pretty much lied to about both which I might not have bought in the first place if the sales people told me the truth. And her was reply was pretty much there is nothing I can do about it "ALL SALES ARE FINAL" you can call the warranty company and see if they will refund it or call another manager.

Desired Settlement: I would like what I was offered 3 mattress pads and to be able to use my credit if not used for warranty towards my next purchase not towards the warranty on the next purchase.

Business Response:

I apologize for the delivery issues.  I would admit that all deliveries are not free from issues, but the team is good at correcting any issues.  Whoever received the furniture may have signed off that the delivery drivers left the merchandise in good condition or they should have taken back the piece and brought you another.

The process for the mattress pads is to replace the one you received at the store with up to three others if you run into any issues with the one you received.  If you purchased one mattress you would only need one mattress pad at a time.  If we were to give you four with no returns we would just have given them to you at time of sale. 

The protection plan if no claim is made for 5 years against accidents would be rolled over to a new plan for new furniture.  Not just straight store credit.  It wouldn't make sense for the company to even offer the plan if you would either get free repairs, free furniture or free store credit in five years.  The company is giving the new plan away to encourage a new furniture purchase five years from now. 

If you feel the salesperson oversold or confused the presentation of the protection plan we could refund the protection plan 100% and you can keep the mattress pad.

Please let us know, but we do recommend the plan and the benefits of getting replacement pads, 5 years protection, and a free plan if you didn't use it for service.  Don't use it, don't lose it plan. 

 

Thank you.

 

 

6/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear Better Business Bureau: This letter is to complain about service I recently received from Ashley Signature Furniture at St. John Town Center.  I entered Ashley Signature Furniture at *** **** **** ****** on to April 12, 2016, to find a bedroom set for my new condo. I was greeted by a gentleman named ***** who politely showed me the showroom. ***** explained to me he was new to the area and the job but he would help me out as much as he could. I finally settle for a bedroom set and was introduce to the manager named **** because my sales rep ***** was still in training. **** had to enter my order into the system. Then **** explained that I would receive the bedroom set by May 29, 2016. It was never told to me that all sales were final. When I called customer service to check on the status of my order May 06, 2016, I was informed that my PRODUCTS were pushed back to July 7, 2016. The young lady on the phone explained that the manager saw the date of availability once he entered my PRODUCTS in the system. Also in stated in order to get my complete REFUND I would have wait 10 days after my contract ended. I was definitely unaware that I was under a contract. I paid the full cash amount of $3,089.71 the day of purchase.  **** has not returned any of my calls, therefore I contact my sales rep ***** who I believe who had NO idea that I was lied to and that I had to wait such a long period for my PRODUCTS. ***** informed me he would reach back out to me once he makes contact with his head manager about the issue. Needless to say, I was quite frustrated. My sales person ***** call to inform me that the manager told him to tell me that I could come back in the store and look for another PRODUCT and they will give me 20% off. I told him NO, that was unacceptable, I have waited long enough. I expected a much higher level of service from your Ashley Signature Furniture at St. John Town Center, and I am quite disappointed. Because I do not want to spend any more time on this problem, I am cancelling my order immediately, and I expect a FULL REFUND. I feel as though I should not have to wait a 10 day period after May 29, 2016 after my products should have been delivered.  I will be informing my friends and family about this experience so they will not shop at Ashley Signature Furniture at St. John Town Center.

Business Response:

We apologize for the delay.

As we understand it you are working with Customer Service to keep the order and wait to see if manufacturing can complete the order timely.  It's never our intention to misinform a guest when manufacturing would be complete and they will get their completed order.  Most of the time if the guest knows up front there will be a delay the usually are still interested in the pieces and can prepare accordingly.

We have been told that a heavier finish is being placed on the newest shipment and caused the delay.  

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 received the funds that were due back to me, for the items I never received.

Regards,

****** *****

 

5/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My representative ****** advised me that my sofa and loveseat would come with 4 pillows per couch and the chair would also include a pillow. When the furniture arrived there was only 2 pillows per sofa and no pillow in the chair. When I spoke with ****** he said he remembered telling me that but he was sorry and there was nothing he could do. I then advised him to come get the furniture back and he said no they do not accept anything back. He stated I would have to call the store manager. When I contacted the manager Willie he said no they were not going to give them to me and I had to come in and buy them. I am absolutely furious! I just want the merchandise that I was promised when I purchased the set. It is totally unfair they received all of their money but didn't render the services they promised.

Desired Settlement: I want the additional pillows they promised. The 1 pillow for the chair and the 4 additional pillows which is 2 per couch.

Business Response:

We apologize for the confusion.  That sofa style wouldn't have fit four pillows and the loveseat would have been worse so not sure why the pillows from the sectional were moved to that vignette.  Customer service can order you more pillows if that is what was shown in the showroom.

The additional pillows are processed as a courtesy part order and should come from the Arcadia, Wisconsin corporate location. Please allow 4-6 weeks for part orders.

If you have not received the pillows in 4 weeks please contact ********************* and customer services can reach out and get an update on the part order.

 

Thank you.

 

4/14/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We were given an estimated delivery of 2/25/16 to 3/02/16. We were going to be out of town for a couple days in the middle of that so I went by the store to see if they had a specific date yet since I had not received a phone call or email and our delivery date was approaching. When I went into the store I found out then that it had been delayed for a week. I was mad when I left the store but accepted it. Then a couple days later I got a phone call saying that there was another delay and at this point I told them I wanted my money back because I didn't agree to wait that long and was informed that they don't do that. I then asked for free delivery and they only thing they could offer me was a store credit for the amount of the delivery. I said fine and here I am approaching the next delivery date they gave me of 3/16/16. I received a phone call tonight stating that one of the pieces would be in Jacksonville on 3/15/16 but they still have to inspect it and then set up a delivery date. The other piece now won't be in Jacksonville until 3/28/16 at which point they have to inspect it and then schedule a delivery. This will now put us into April. I paid cash on 2/13/16. By the time I get everything it will have taken almost 2 months which isn't what I agreed to at all.

Desired Settlement: I would like a full refund by check not store credit so I can shop elsewhere.

Business Response: Our records show the guest has taken delivery.  It took a split delivery due to manufacturing delays.


We apologize for any delays.  We have to work with the manufacturer's inventory and forecasting.  We try to give the manufacturer's best information at time of sale, but on occasion they miss their target date.


3/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The complaint is a combination of customer service, delivery, and product issues. Purchased bedroom set and TV stand with fireplace insert on 1/4/16. First delivery, only night stand, chest, and dresser (except for one drawer) were acceptable on receipt. Second delivery, only TV stand acceptable. Finally got my bed on third delivery. The dresser drawer that was supposed to be replaced has still not been replaced. The first replacement drawer shipped was poorly fabricated, as was the second replacement shipped. ******, Customer Svc Mgr sent me an email on 2/4/16 stating that she would re-order another drawer. Twenty-two days later, still had not received the drawer. I emailed ****** about it and she had never implemented what she stated. She wants to deliver a whole new dresser. I am not going through the hassle of having to empty all of the drawers and re-arrange my schedule a FOURTH time for a delivery. All I want is a quality fabricated drawer shipped as promised. I also want the OWNER to contact me in regards to this entire incident. ****** will not provide the information to me nor will she have the Owner contract me. I searched for what appears to be the owner's information and mailed a letter on 2/26/16. I still have not heard from the Owner of this store. At this point they can adjust my bill for this drawer, and I will rectify the drawer situation myself.

Business Response: Locally we don't have a way to manage the quality control of a drawer shipped from the manufacturer directly to you.  There is no charge to us or you for the drawer they manage this as a courtesy.  If two drawers shipped are not of a quality you would expect the next option would be to change out the dresser.  The cost you paid for the dresser for our records shows $466.20.  We have already credited you $150 for the delivery issues.  The manufacturer's parts department quotes the drawer at a cost of $22.50.  If you would rather a $22.50 credit over an exchange of the dresser we can accommodate that.  


Please let us know, thank you.

3/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a bed from them for 1000 dollars and it was supose to be delivered on February 18 2016 i called they said it was changed to February 22 2016 i called on the 22nd they said it was changed again to February 25 2016 i called again on the 25th they said it still ain't made it to jaxsonville so i asked for my money back they said they cant help me with that an its the February 26 2016

Desired Settlement: I just need my money back

Business Response: Our records show you have been in contact with Guest Services in Brunswick, GA and have worked out the issues and they are resolving.


Thank you.

3/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a couch from Ashley furniture on 01/01/2016 that cost $1600. Also spent $400 on a table and chair set. Financed $2000. It took a few weeks to get first delivery. When the couch first came in one section was damaged beyond repair and sent back. They ordered a new piece , which took another couple weeks to arrive. When the second couch was delivered it was also damaged. The foot recline has a huge lump in it , and the back recline has a big gap between it and the seat. When you lean back you sink in couch. Very uncomfortable. The couch is very poorly made. The seat cushions are already flattening. Also, I was mislead about the pieces I would be receiving. The couch was much larger in the store. When I asked them where the third piece was they told me it wasn't included. I was told it was the entire couch for the $1600. I have been trying to return this defective furniture and have been told there are no returns. No returns on poorly made, defective furniture? I've never heard such a thing. If I pay $1600 for a couch , I expect it to be good quality. This furniture is definitely not. Their customer service is horrible. They have basically told me they will not do anything but send out another piece again. I have been waiting two months for the quality I paid for. Both sections of my couch are uncomfortable to sit on and poorly made.One customer service agent even laughed on the phone at my issue. I want my money back and for them to come get their furniture back.

Desired Settlement: I want Ashleys to come pick the furniture up, and refund me my money.

Business Response: A customer service manager should have resolved the open issues you have with us.


Thank you.

3/9/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mattress from Ashley Furniture in February 2015 and the bed is already sinking in. Both my back and my husband's back is in constant pain. The mattress should not be sinking in, or have a huge dip in it.

Business Response: After a year of ownership you shouldn't have these issues, but a claim will have to be made with the manufacturer for defects.  Our customer service department will reach out an get you the packet Sealy needs to process the claim.  If approved they will provide you with store credit to change out the mattress for one that may have better support.  


Thank you.

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 12/10/2015 my wife and I purchased a sofa, recliner and table from the Ashley Furniture HomeStore on ******** ***** The purchase price was approximately $1,500. I paid approximately $120 with my credit card on 12/10/2015 and the balance was financed with their lender, Synchrony Financial. The sales representative informed us that the sofa was on back-order and would take approximately 6 weeks to arrive for delivery. We informed the sales representative that the 6 week delay was acceptable. We also advised that we wanted to wait until all the pieces were available so that everything could be delivered at once. Approximately 6 weeks later, I received a call from the delivery department at which time I scheduled a delivery date. The furniture was delivered to our home on 01/27/2016. The delivery worker informed me that this was a "partial delivery". The sofa was still on back-order. He said that I should've been informed when the delivery department called me to schedule the delivery. That did not happen. I advised the delivery individual that I did not want a partial delivery. He informed me that I was allowed to refuse delivery and that is what I did. Soon after the delivery folks left my home, I called the Customer Service department at their corporate office (###-###-####). I spoke to a lady named Jennifer and asked her when the sofa would be in. She did not know but said she would call the manufacturer to find out and would call me back. She called me back a few minutes later to say that she was unable to get through but would try the following day (01/28/2016). Jennifer called me back on 01/28 however she still was not able to give me an idea of when the sofa would arrive. I advised Jennifer that if we can't get the sofa, I don't want any of the pieces. She advised me to call her on Monday, 02/01/2016, to let her know if we indeed wanted to cancel our order. I called Jennifer on 02/01 and advised her that I did want to cancel our order. I told her that we found a similar set at another store and it had already been delivered to my home on that day (02/01). She said she would cancel our order. She called me back a few minutes later on 02/01 to remind me that I paid approximately $120 toward the purchase with my credit card. She said that the lady that issued the refunds was out but she would be back on Monday, 02/08 and would issue the refund at that time. As of 02/11/2016, I still don't have my refund. I called the corporate office the morning of 02/11 and was informed that my refund had not been submitted and that Jennifer is no longer with the company. The lady I spoke to on 02/11 said it would be 7-10 business days before I would receive my refund. I told her that I have already waited the "7-10 business days" and have been very patient but felt like I deserved my refund quicker than that. She told me "it doesn't matter who you speak to, its going to take 7-10 business days". She never apologized for the mix-up, inconvenience or that my refund would be delayed further.

Desired Settlement: I've spent more than 15 years of my professional career in sales and customer service. The conversation I had today was one of the poorest attempts to satisfy a customer that I've ever experienced. In short, I expect an apology from the company. I also expect a refund back to my credit card and confirmation that the balance of our purchase that was financed has also been refunded to Synchrony. It should not take these efforts to do the right thing in a timely manner.

Business Response: We apologize for the delays.  If we in Jacksonville, Florida had any chance of managing the inbound deliveries from the manufacturer we would hope this would never happen.  Most of the upholstery is made in Ecru and Ripley Mississippi and moves to Advance, North Carolina before getting shipped out all over the Southeast.  Delays in parts, weather, trucking, etc make it difficult to get some products in timely.  The estimate when you purchased was based on when the supplier expected to ship.  You should have received your refund on your deposit.  We apologize we couldn't have supported the situation better.


Thank you.

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Originally when we purchased the sectional we were told they would honor the price that we would pay if we purchased it through the Navy Exchange. They did not do so but we had already signed for it so they would not let us out of the contract. Now our cat had an accident on it & the warranty said it would be covered to fix it. They sent someone out to look at it & we were told it is not covered. We were told it was accumulated damage. We told them we reported the problem when we found it. They were also told that we did not know if it had happened more than once but we did report it as soon as we found the problem. It took them over a month to send someone out to fix it & the technician that came out said it could not be fixed due to it being a cat. It states in the warranty animal accidents are covered. The sectional is less than a year old. We have been lied to from the beginning.

Desired Settlement: We would like it repaired or replaced. If this is not possible, we would like a refund.

Business Response: Just to clarify, Is it accumulated damage and not from a single accident?  This is a third party protection plan company that has made repairs and replaced pieces for hundreds of guests.  They do stick to their rules on what qualifies for a claim.  A cat having an accident that excludes their claws would count unless they or you can determine it's not accidental but accumulated or habitual.  


We would have to present the claim again in order to get the repair so we would need to know more details about the incident.  If you can provide pictures that would help.

Thank you.

Business Response: I understand and correct that they have only been to you once.  They have or you must have taken pictures as part of the claim and multiple people have reviewed the situation so the understanding was that multiple visits may have happened.  They have reviewed the claim and believe it exceeds what they cover and that what has happened is not a normal pet stain, "other damage that cannot be attributed to a single incident".  You have acknowledge that the situation was caused by an extremely sick cat.  A refund of the warranty is the best solution moving forward.  No one is trying to make you look bad, the situation just exceeds what they view is covered.  They cover claims for guests all the time and have to purchase parts and pieces through us to get the claims resolved. Approved claims work in our favor.  I'm not sure how your husband's occupation is part of the claim.  If he was a teacher, police officer, or social worker for the last 20 years we would also appreciate his service to our community.  We have team members that are former military as well as spouses and dependents of active duty.  


We support our military community, as well as the fight to end Breast Cancer, A Hope to Dream, and the Salvation Army. We would like to have alternatives to a refund if available.  Refunds not only effect our team members, but also effect our initiatives in the community.  But we do understand is certain situations it's the way to resolve.

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

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

Ashley Furniture Industries started and are the lead benefactor for http://www.soldierswalkmemorialpark.com/about-the-park.html

Please accept a refund is the best opportunity for you to take those funds and apply them to a service professional that may resolve your issues. 

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. 

Regards,

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

 

2/23/2016 Guarantee/Warranty Issues
2/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a reclining couch and loveseat from Ashley Furniture Home Store that was delivered on December 22, 2016. Both pieces were damaged when they got to my home. The couch recliner on the left doesn't recline or close correctly and the right side of the loveseat has a big gap between the seat and the back. The delivery person tried to fix the recliner on the couch but was unable to. He said he was going to put in a report to Ashleys to have it repaired. After multiple calls to the store, corporate office, and our salesperson, a repair person was finally sent to work on both. He put stuffing in the loveseat but there is still a big gap. He said he could order a part for the couch to try and fix it but we said no, we want a new couch since thats what we paid for. After several more calls to the corporate office we finally recieved a call back on January 28 and was told a new couch and loveseat would be delivered in 6-7 days. We still have not heard from anyone about them.

Desired Settlement: I want Ashleys to come pick up the broken couch and loveseat and refund the whole purchase price of $4000. We have been dealing with this issue since December 22 and it has yet to be resolved. I dont want repaired furniture, I wanted new, now I just want my money back. I don't want to deal with their poor customer service any longer.

Business Response: As I understand it, customer services has resolved the open issue.  Please update status on the complaint.


We apologize for the amount of time it took to handle.

Thank you.

2/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased a large amount of furniture, and started paying through their credit card partner. 3 months after paying, our bill inreased. Everything we purchased from their "wow" event was on sale, but 3 months later, they billed the difference, charging us FULL price! We did not keep a sales add. When we suggested the pricing was wrong in the store, we were assured it was the way they wrote it up, but was correct....for 3 months it was "correct". We then spoke with the store manager, who was unable to help because the "original" paperwork was filed at corporate. Corporate referred us back to the store. We've tried multiple times to work with store. The manager, *****, assured us that he would get the original paperwork and contact us. They refuse to return our emails and phone calls. We've heard, "1st time I've ever seen anything this messed up", "wasn't even supposed to be delivered because there is a BALANCE", "you have multiple invoice numbers, something isn't right, I'll have to call you back"..... corporate\customer service and the homestrore refuse to give us a regional managers contact info.

Desired Settlement: We would appreciate if the "original sales form" or previous WOW sale inventory is located to know the correct amount that should have been billed, to correct our credit charge and payments.

Business Response: We can mail you copies of your receipt.


Please verify if these amounts are correct.  They are from the invoices originally signed by Jordan and Gina.

Invoice 1 Mattresses Set and accessories **********
Invoice 2. Power Sofa and Loveseat ********

If your account was charged more than these amounts please update us on the amount(s) charged so we can research the details with the finance company.

Thank you.


Business Response: You mention "original paperwork" is that the worksheet the salesperson uses in the showroom?  Still trying to determine if what you signed for matches what was charged to your account.  The finance company wouldn't allow us to charge anything you didn't sign for.  So if your account has more than what the invoices add up to then this can be easily corrected by getting copies of those to the finance company.



Consumer Response:

Yes, we are in a dispute regarding the sale, we did not keep the sales add, but we purchased every item on sale, but they charged us FULL price. *****, the manager, told us he would get the original paperwork from corporate and get back to us. From there, he has not replied to our emails or phonecalls.

Thank you.


[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,

****** ****

 

2/5/2016 Problems with Product/Service | Complaint Details Unavailable
2/3/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Visited the store during a "warehouse" sale. Advertised on each item the "Original" price then the various levels of discounts being offered. Sales person says that if you buy more than one piece, he could discount further. Everything has to go, lowest prices ever etc. During the purchase of a bedroom set, you have to ask for what the pricing will be as they strongly imply they are discounting the original prices significantly and going beyond the sale price on the sticker. All pricing is done on a yellow pad, nothing formal. This should have been my first red flag. The price was higher than I expected, so I said that. He goes to talk to a "Manager" and says that the delivery will be free but they can't discount anymore since its so far under the original price now. Then he wants to sell me the extended Platinum Protection plan, which I said I didn't want. Never bought one, not going to do it. Continually through the process he is selling this Platinum Protection. Says he needs to talk to Manager again since I don't want that coverage. Comes back and says that they will throw in the warranty plan for $40 and that basically they will work backwards by lowering the price on several items to make the total work. This is after being at that store for over an hour. If $40 will get this done, fine. Writes the total on the yellow sheet and says that the Manager will need to figure out how to get those pieces down lower to make the deal work. I never in a million years would think someone from a major chain would have this type of sale tactic. He says that the Manager will come up with the detail and to ignore what the invoice says as the Manager will discount the furniture to a level to ensure we don't pay for delivery and only pay $40 for the Platinum Protection. I should have just stopped them right there in retrospect as when someone tells you to ignore the detail, something is fishy. Bottom line, I go through with the purchase, get home and reviewed the documentation. I go online to double check the savings and I find out from the Ashley website that I paid MORE than the normal price (let alone some sale price) on each of those items. There was no SALE, there was no free delivery, no $40 Platinum Service, I paid for it ALL plus! So I ended up paying over $1500 in excess of what the deal should have been for. It was tell the customer what they want to hear, but charge them something different and hope they don't figure it out. To give Ashley Furniture the benefit, I'm thinking maybe this might just be a bad sales guy and once the Management knows about this they would straighten it out and adjust the sale to match what we were told and we could move forward. My husband went to the store this morning and couldn't even get the store Manager to come out of his office to talk to him. Basically he was told by the girl at the front desk all sales are final. Who cares that you think you were cheated. I ended up calling Discover Card and had them cancel the payment, since now this is just unethical sales practices and I do not want to do business with Ashley Furniture. I cannot believe that this sales tactic is beneficial from a Corporate standpoint. Shame on the Manager for not having the fortitude to defend their sales practices. If they were good and ethical, he could have come out and explained them. When they hide, you know things are not as they should be.

Desired Settlement: Cancel the order as the credit card transaction has been disputed with Discover.

Business Response: We apologize for the confusion.  This is not a normal event for us.  We brought in another company to assist in the promotion.


The prices listed are not original, but more of a compare at price against what competitors price their items for.  We promote lower prices for the same fashion.

Internet prices even against the HomeStore website can be lower on some items.  We don't price the same because they operate as a different company and have different promotions and operations.

Protection plans and Delivery should be shown at full value on every invoice.  We use third party companies to support these tasks and will reduce the furniture to support any discounts to these categories instead of the categories themselves.

Again, we apologize for the confusion, a better explanation of how the invoice was going to be priced should have happened before you left the store.

If you have already processed a dispute with your Credit Card company we will honor the dispute and the sale will be cancelled.

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. 

Regards,

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

 

1/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ashley Furniture at St. Johns Town Center provided me with the most appalling costumer service experience I have ever had. I paid a healthy sum for a sofa/loveseat [with console, including cup holders] set. Upon delivery the extremely abrasive pair of delivery guys courteously left the plastic wrap on the couches and offered no placement assistance. Within an hour we notice the cup holders on the console had been upholstered over with the couch fabric!!!! Now the fun starts. After a dozen unanswered calls and messages to the [useless] in-store manager Melissa Bautista, I paid the store a visit on the Eve of Thanksgiving. I was informed the "parts" were being ordered, and I should receive a call from a tech within 2-3 days. NO CALL. A span of several days went by with no additional attempt to contact me or deliver a replacement loveseat/"parts". Upon returning to the store, now to request a return and refund, I was told "they cannot process returns in store," and I was delegated to the [even more useless] 'Customer Service Manager' Sandra, who, not so politely delegated me back to the store informing me "she cannot process a return." I have yet to hear any response from my email sent to the store owner ****** *******. The amount of incompetence I have been faced with over every step of this process is astounding. Please note... this issue remains outstanding. Couch was purchased October 30th.

Desired Settlement: Full refund, no charge for the 'restocking fee' as the product is not what I ordered.

Business Response: We apologize for the process.


We use a third party delivery service to handle the merchandise.  Once the furniture is signed for by the guest it approves that the store and delivery service accomplished what was contracted.  Most issues after that go through a claim process.  

If the order was wrong or refused the store or customer service would have been responsible for the issue, but because it was the correct item, but had a defect, all they could do is relay the message to the parts and service department and manufacturer.

Since all they could do is pass your information along, they were probably giving you the best information they had at the time.  Manufacturer defect claims with any manufacturer take time, and since a missing cup holder is a rare issue, it must have taken longer to get the part and line up the right technician to do the installation.  

Sorry for the confusion, I believe the store had already scheduled a return.






1/20/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: First, I would like to state that my husband and I have purchased all of our furniture through Ashley for the last 8 years. We have always had good experiences in the past until this experience. I purchased furniture at the Town Center location on Friday November 27th. The entire process felt uncomfortable. Once we selected our furniture the sales person slipped in additional charges that were not explained up front telling us that these charges were required. This, however, is not the basis of the complaint, but I have never left a furniture store feeling so much like I had made a mistake. But, we just moved and we needed new furniture, so we accepted the shady sales practices just hoping that we would get our desired furniture within the timeframe that was originally agreed to. We requested a delivery date of 12/12. On 12/9, I received a call from dispatch advising me that our couch was on backorder and my furniture could not be delivered until 12/24. I advised that this was not acceptable and would like to know what options I had and if I could cancel my order. She advised I would need to contact the store to cancel my order. I called the store and spoke with a sales representative who told me all sales are final and he could not do anything for me. I told him that was not acceptable as we currently do not have any furniture in our house and need a couch to sit on and a table to eat at. I asked to speak with a manager and was transferred to ******** at ###-###-####. When I spoke with ********, I explained that we need our furniture now and I cannot wait any longer. I asked her what my options are. After she placed me on hold, she told me that she could either give me a $100 gift card or I could cancel my order. I asked her if I could call back with a decision so that I could research other options to see if I could purchase furniture with another store. She said that would be fine and I took down her contact information. On the evening of 12/9, I went to another furniture store, found furniture that I liked and was able to get a guaranteed delivery date of 12/18. I selected a table with 4 chairs along with a sectional sofa to replace the items that Ashley had told me they could not deliver. I did this under the impression that I could cancel my order without consequence based on the conversation with ******** earlier that day. On 12/10, I called ******** back and told her I would like to cancel my order. She placed me on hold and then came back on the line and told me that they could cancel the sofa but not the table and chairs as they are already in the warehouse. I advised her that I would not take delivery of the table and chairs as no one told me yesterday that they were still available and at this point I do not want to accept any furniture from them based on the way that I have been treated. She advised me there would be a 25% restocking fee. I told her this would be unacceptable and asked to speak with her manager. I was then transferred to a very rude and unhelpful woman who told me she doesn't care that they didn't give me all the information up front, they will charge me the restocking fee. I asked to speak with her supervisor and she refused to give me a phone number and would only give me an email address. I sent an email to the email address provided and have yet to receive a response. My issue is this: When I originally was told that my furniture would be delayed I expressed displeasure and asked what they could do to help me. NOBODY told me that my table and chairs were available. That should have been explained on the first call. Why wouldn't they tell me that they could get me my table and chairs? If I didn't complain, I would have had to wait two more weeks for furniture that was sitting in their warehouse waiting to be delivered. That is COMPLETELY unacceptable. We have been eating on the floor and my children are using a cardboard box to eat on because we don't have a table. It would have been very helpful to know that they could have at least delivered my table and chairs within the agreed upon timeframe. I was told that they were within the original agreement for the table and chairs, but I would dispute this because NOBODY offered to deliver these items to me until I had already made a decision to cancel my order. They were not intending in ANY WAY to deliver those items to me on time. Again, the treatment I have received from this company is COMPLETELY unacceptable.

Desired Settlement: I would like a full refund of all monies paid to this company and will not accept being charged a restocking fee for the table and chairs that Ashley had NO INTENTION of delivering within the agreed upon timeframe.

Business Response: I apologize for the confusion.  I believe customer services has settled the open issue with you.


Unfortunately delays from the manufacturer can happen and we can only update you as we are updated.  

It seems that each department reacted believing you were aware of what was delayed and that the sales notes on the invoice were reviewed with you.



12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased two Reclining sofas, with power, durablend, black and the premium 5 year combination plan 1999 5 year comprehensive protection from Ashley furniture, located at the *** ***** **** ****** **** ***** **** ****** ************* ** *****. Phone number ###-###-####. The sofas were 999.99 each totaling 1,999.98, plus 199.99 for protection plan, 129.99 for delivery charge, on February 12, 2011, sales person ***, ***. Our receipt shows 2,162.97 was the total, but on our charge card they charged us, 2,483.96. We could never get the credit card charges straightened out and they never credited us for the difference of the amount shown on our receipt.which was 320.99. We were finally told it was for the 32 inch TV, but there ad was it was free with certain purchases. We were told by *** when we purchased the warranty, that everything is covered, if kids mess it up, dogs or other pets ruin it, cuts, scratches, rips, peeling, unsewed, whatever goes wrong they will fix. So we decided to purchase it. Lies, all lies. I sent two claims on 11-10-2015 at 5:13 PM. The first was Claim ID *********, for sofas, ripped, torn, peeling. I also resent it on 11-12-2015 at 10:41 AM, because I had not heard back from them. I finally heard back for this claim and they refused to do anything about it, not their problem, it is from wear and tear. When we were told they would take care of this it is under warranty? I also sent a claim in for the power recliners quit working again, 3 of them, on 11-10-2015 at 5:12 PM, again on 11-12-15 at 7:39 PM, again 11-19-15 at 8:05 PM, 12-7-15 at 10:49 PM, again at 12-8-15 at 4:58 PM, called today, 12-10-15 at 11:15 AM, they hung up on me, before our conversation. I kept resending these because no one would respond. In the past I have filed claims for one or more of the recliners that quit working on 5-8-15, 8-9-14, 8-30-12. They have sent someone to fix them. Now since my warranty expires in a few days they will not respond at all. I have three broken recliners and one is stuck in the upright position.

Desired Settlement: I would take exchange of sofas in the place of these two, or a refund in full.

Business Response: The protection plan for furniture does not cover everything.  The plan is for accidents that happen to furniture.  The manufacturer's warranty ends after one year on most things, so the protection plan company helps support most accidental issues after that coverage has ended.


Similar to comprehensive car insurance that covers falling trees or hitting a deer, but not paint peeling or engine trouble.  The each have limitations.

You explain you have the service plan number so I would believe you have the service plan details.

You explain you have received services on the items before so having the plan has had it's benefits and your investment was not at a loss.  The service plan company has the right to refuse service for issues outside of their coverage.

If you felt that you were oversold on the coverage we could have refunded the plan to you before you used the services.  

If you have examples of coverage that are in their plan details t,hat they are refusing to cover, please send pictures and details to wecare2@ashleyjax.com and we can assist with reaching out to them to get more details on why they declined service.


Thank you.


11/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We spent hours in the Ashley Furniture store picking the perfect king bedroom set and mattress and negotiating the price to meet our price range and not exceed our credit level. After finally having manager approval, we finally worked out a deal with Silvia. We were promised we would receive everything in time at our new home on October 15th. October 15th came around and we come to find that we were ordered a queen mattress for our king bed, the night stands are on back order, and our dresser had a scratch down the front middle. We of course had to refuse delivery on the queen mattress and dresser and were told by the delivery guy to call them and make them aware. He even stated it made no sense because she ordered us a king protector and bed, so the intentions of ordering a king mattress were there. We contacted the Ashley customer service who stated they would make the store aware. The delivery guy told us to not worry and that we should hear back from them shortly. We are now in our new home 3 days later with no bed and sleeping on our pull out couch in our living room. We have not heard a word from Ashley and I am beyond furious.

Desired Settlement: This is completely unacceptable. We have not received any word on when we should have our bed. We planned our moving date along with our furniture arrival. We now have no bed to sleep on, no dresser to put our clothes in, and no nightstands, along with no answers.

Business Response: We apologize for the mixup.  The operations and delivery team would have only executed what was on the signed invoice.  


We are locally owned and operated and order factory direct all of our furniture, bedding, and adjustable bases.  If there was a delay we should have called you before the delivery date to inform you.  We post this on the invoice because we are at the mercy of the manufacturer and trucking lines for timely deliveries.

Our records show that you have been delivered all you items.  Please let us know if we could assist with any other 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:

In regards to all comments made:

"Customer service should be following up if you made the drivers aware of the issue"-  Customer service follow up happened primarily by myself having to make continuous phone calls.  Every time the drivers left, I was told that customer service would be calling me and every time I had to make the call myself.   All my concerns regarding damaged and delayed furniture did not seem to be that big of a deal.  If anything, the customer service representatives actually made me feel like I was a nuisance and that my problems were trivial, especially on this last phone call.  The customer service rep pretty much said what could we help you with now.  I had to call yet again because now that the furniture has been repaired, I finally went about putting clothes in drawers.  At this time, I found that the supposed fingerprint smudges that the delivery guy told me could easily be wiped away were actually tarnish.  I do not expect all of my handles on my brand new furniture to already be equipped with tarnish.  Shame on me for believing the delivery guy.  I guess I should have known better than to trust the word of anyone at Ashleys. 

"The nightstands were not on your original complaint"-  The nightstands most definitely were on the original complaint.  To be exact it said “October 15th came around and we come to find that we were ordered a queen mattress for our king bed, the nightstands are on back order”.  Then I continued to mention the nightstands when I stated  “We now have no bed to sleep on, no dresser to put our clothes in, and no nightstands, along with no answers”.  As you can read, my original complaint was that the nightstand was not delivered.  If you are referring to the fact that I did not make any complaint about the scratches, that would be in fact impossible to do since I never received the delivery at that point.   However, in my follow up message AFTER THEY WERE DELIVERED I did comment regarding “Both nightstands have surfac scratches as if someone placed something on them and one of them has an area of chipped wood.”  At that point in time, I did have the nightstands so my comment was updated to state the facts at that point and time.  Do you see what I did there?  I stated actual facts and actually went back and reviewed to make sure they were facts before I made a statement.  Apparently whoever is reviewing this complaint has not done the same before making such a bold statement. 

"If the new dresser has damages we will resolve or replace"-  The damages have been handled on the wood and the pieces should be on their way for me to replace on my own.  We will see how this goes and if my new pieces come tarnished as well. 

"The mattress delivered was in the manufacturer's packaging. To eliminate cross contamination we do not open mattresses until delivery.  If the issue cannot be corrected we will have the manufacturer send us a replacement"-  The replacement was ordered and again I appreciated this.  However, this is concerning that my expensive mattress that was brand new was dirty inside the packaging.  This makes me wonder if used is sold as new?  

“We apologize for the issues and delays.  It may take as much time to resolve as the first order took.  We are a factory direct operation so all parts and pieces come from outside of Jacksonville and we are the mercy of their shipping schedules”-  It is funny how the apology is attached with a statement regarding the fact that that issues is with the outdoor vendors and their shipping schedules.  Apparently, Ashley furniture has a problem admitting where they are at fault.  The shipping schedule has nothing to do with the fact that Ashley furniture felt it was acceptable to deliver scratched, dented, cracked, and now tarnished furniture to a customer.   Also the shipping schedules have nothing to do with the fact that the customer had to resort to writing the BBB to get anything resolved accordingly.  Why did the customer have to go about making numerous phone calls to get anything done?  I feel I definitely have reasons to be concerned.  When I bring forth over 4000 dollars for brand new furniture, I am expecting furniture that is in showroom condition, not furniture that is scratched, dented, and etc.  Instead of being understanding regarding the frustration the customer may have regarding the fact their furniture is delayed or damaged the customer is instead met with disgruntled employees as id the customer is a nuisance and should just let the situation go.  Instead of taking ownership for the mistakes being made, it seems as if I am just getting excuses as to why it's not the fault of Ashley's.

Regards,

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

Business Response: I completely understand you are not in favor of our process.  Communication and reaction should be faster.  There was a mistake made in the showroom that had a rippling effect that we are still working through.  The process is designed to work with about 2000 customers in the Jacksonville and Brunswick market each month., with a small Customer Service and Operations staff.  We use a third party delivery service and contract drivers to ensure we are getting the best service in the market.  The damages are not acceptable and we are working through the process to correct. We have an all sales are final policy because we are not designed to absorb returns and sell used furniture.  We have no clearance store or outlet center, there are some small pockets in the showrooms for some pieces that are corrected but cannot be sold as new.  Returns that are manufacturer approved are returned to them., so trust  your mattress came directly from the manufacturer.  We order twice a week and receive deliveries twice a week.  We are not a stocking mattress dealer.  We can't even offer next day delivery currently because we have to wait for inventory to be produced.  We have taken back mattresses before and believe the marks are made on the assembly line most likely when the machines that wrap them in plastic get too close to the mattress. 


An additional delay to the process is to determine where the issue originated from, was it a manufacturer's defect, a receiving issue, or a delivery issue.  Three different groups are responsible for their part of the process.

The original complaint was an update on the process and you indicated that customer service has been working with you.  

It is in our best interest to have the sale go timely and accurately the first time so please work with us as we go through the process to correct the issues.

Thank you.


11/23/2015 Delivery Issues
11/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Today I was contacted by a supposed district manager by the name of ****** that my account with them was past due. He was rude, nasty, and used curse/swear words to attempt a conversation/accusation with me. After repeatedly telling him several times that there's a discrepancy in within the billing, he continued to raise his voice and mocked me as a consumer to what sounded like to entertain the audience of peers he had around him. I stated to him that my September payment had been made and I've discussed this previously with a representative named Ana. Initially she called stating that I hadn't made a payment for the month of September I told her that a parent was definitely made. As I was on the phone with her she went into further research and confirmed that my payment was indeed paid and it was done on the 18th of September. Ana apologized for the mixup and inconvience then we went on with our day. A week ago, I received a call from ***, saying that I was 52 days past due and owed well over $400. I explained to hear that there has to be some sort of mixup I've already went over everything with **** and she figured out everything and to my knowledge updated me in the system. *** was very rude and had an attitude thoughout our entirety of our conversation. She stated that I needed to bring in proof and that was that. After we ended our first call, *** called back within 30 seconds to a minute, stating that although she had my right name and number the profile she was looking at was incorrect, and that I was 31 days past due and I needed to make an $250 dollar payment. I asked ***, how is it possible for you to have my name and number but not the right profile? Clearly making mistakes amongst other things are something you guys are doing a lot of. Again, I received more negative and nonchalant attitude. When Scott called today with all of his swearing and accusations I tried to explain this situation to him. He had no care or concern and didn't listen to what I had to say. I asked him several times to speak with Ana because she was the person I've been dealing with since I've gain this account. He ignored the request stating none of that mattered and he was going to have to report me for theft. I felt as if he was stereotyping me into the "typical non paying customer", antagonized, mocked, and belittled the situation as well as me. In the end he raised his voice over talked me and hung up the phone in my face. Again, he stated he was a district manager.

Desired Settlement: I'd like my bill to either be adjusted properly or to be refunded all monies that was already put towards the furniture. The furniture can be returned after a full refund of ALL PAYMENTS! Clearly they do not know how to conduct business. I don't know what they did with my payment, if they somehow combined profiles or what. I don't see how one day the payment is there and then a few weeks later it isn't. I'm having an issue with billing and there's no one there to do or want to do the proper research to get it resolved.

Business Response: I apologize for the confusion.


Unfortunately this is an issue with the finance company and this complaint has made it to the Ashley Furniture HomeStore side.

I can forward the issue to them, do you have proof of payment so that could be forwarded as well?

Thanks

*****

11/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a mattress set from Ashley Furniture HomeStore in Brunswick,Ga. on February 16,2015.It was delivered to my home on March 12,2015. While changing linens on July 8,2015,I noticed a bunching up of the material on the left upper side of the mattress.It is not laying flat like the rest of the material on the mattress.We complained to the store where we purchased the mattress set and was told we had to send a warrenty claim form to,Ashley Furniture *************** *********************** *************************. We sent all information to them that was requested on the warranty claim form including,model name and,date of purchase,and pictures of the mattress serial number and law tags and, the bunched up area.After weeks of no response,we went to the Ashley store where the purchase was made, they contacted the store in Jacksonville and was told, the claim was denied because they did not see any DIPPING.We informed them, our complaint was for the bunching up of mattress material,it does not lay flat and should look like the rest of the mattress.We were told it could be from wear and tear.This mattress set was new when we bought it.We submitted the claim again,along with more pictures showing the bunching up of the mattress material on September 21,2015. We have not received a reply.Ashley Furniture has our address,phone number and e-mail address.

Desired Settlement: We would like Ashley Furniture HomeStore to replace this mattress.

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,

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

 

11/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My living room set, to include a couch and buffet table were to be delivered Friday, I had already waited 22 days to receive my order, as the furniture is made to order, the couch made it on the delivery, however the buffet did not. When the driver was asked why the buffet was not delivered, he simply stated "it didn't make it on the truck". I immediately contacted the store and they said they were sorry, but there was nothing they could do and it would be delivered Wednesday. I wasn't happy with this so I asked to speak to a manager. I was then put on a hold for 15 minutes and a manager never picked up. I then hung up and called back and was directed to the corporate number. I called the corporate number at 3 pm, but they were closed despite their hours being until 6 pm. I then called the ** ***** **** ****** store back for a 3rd time and spoke with someone (who wasn't a manager despite my asking for one again) and he said he would check if my furniture could be delivered tomorrow, Sunday, and that he would call me back in 15 minutes. When he called back he told me Wednesday would have to do and gave me the phone number for the corporate manager whom he advised I could call on Monday. I called the corporate manager on Monday and she explained that despite having ordered all my furniture at the same time that they were somehow placed on 2 different orders, which was news to me. The conversation ended again with telling me that my furniture would not be delivered until Wednesday. I'm not sure how a fault on the part of Ashley Furniture should result in further delay of the delivery of my furniture. That makes almost an entire month total that I will have waited for the buffet table. This is ridiculous. Ashley Furniture should have made accommodations and delivered my buffet table, if not immediately, then atleast the next day, Sunday. Needless to say, I have already begun to voice my terrible experience with Ashley to my friends, family and coworkers and will continue to do so. Upon paying off my furniture with Ashley, I will never do business with them again.

Desired Settlement: I would at least like my buffet table delivered immediately. If an adjustment could be made to my bill to void any delivery charges I would greatly appreciate it.

Business Response: ***** at point of sale Stephanie signed two different transactions to be delivered on two different days.

Transaction ********* for the sectional and dining room was tentatively scheduled for 10/21.
Transaction ********* for the Buffet was tentatively scheduled for 10/31.
It was known from the beginning there was a delay on the Furniture and a additional delay on the Buffet.  We wouldn't have created a second invoice 
Please let me know if you need us to resend copies of the two transactions to you or the BBB.
Thank you.

10/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We went into Ashley Furnitue in the St. Johns Town Centre to speak to their bed expert. He assured us that all my problems would be solved on our Tempurpedic bed if we purchased and adjustable base, right now I'm using a wedge to elevate my head 6 inches. After the first night we elevated the bed 6 inches, it pinches was causing pinching on my lower perioral sphincter in the esophagus (I know this as to what is my problem btw). We thought, oh awesome he is a more professional solution then propping the bed up with wood, looks tacky. We wanted to get this adjustable bed base first- replaces your box spring, and he assured us, it would fit inside any bedframe we choose on the floor. We decided to purchase this $1500 adjustable base. When I arrive home, my wife had accepted the delivery, the base is sitting straight on the floor, nothing like what he showed us in the show room, this pretty gray base with black legs, go look for yourself in the mattress section they are nice. I call Ashley and hear nothing back, spoke to a VERY HELPFUL and nice Jennifer, the only good thing at Ashley Furniture in the Town Centre. The first night we sleep on it, holy crap my symptoms which are under control by elevation and medicine, no lie quadrupled. It was so bad I awoke from a sleep, thought I was having a critical issue, checked my blood pressure, was sky rocketing and I was terribly dizzy (affect of my LPS when it acts up bad). I discounted it the first night as a 1 off. The very next night, the exact thing. I called the store, got Jennifer again, after a long hold time, I gather she was instructed to read a script or quote some policy about how I initialed on the form and all sales are final. Mind you, all that was said to me during the purchase was initial here, and sign here, standard form right. Shame on me for not asking question or reading. We finally go round and round with the store, go back in as arranged, talk to the sales person, and they will "exchange" our foundation basically if we spend $5000 more dollars in the store. "They will have to take that foundation since it has a cloth wrapping and burn it". Now what type of fool do you think we are. So I contact corporate Ashley, and get a form type of response. I respond back to that customer service person, with a much more heated response, until now we have been reasonable, all we are asking for is a store credit, and as a matter of fact to sweeten the deal for them we will purchase the matching dresser. So the prices they quote us or $200 more then their own website, and $700 more delivered then what everyone else that carries this exact bedframe is worth. Local Jacksonville Corporate Customer service calls me, hears my story and says oh give us an opportunity to correct it. Now mind you she is calling the "store manager" that's whom the sales person is claiming he was working with. Now do you think I've heard back for my appointment yet with the store manager, nope. Did Corporate Jacksonville Customer service leave me a ticket number, tracking number, phone number or any way of following up. NOPE. Long and short of if, who ever heard such lies, why did they not make it clear when we purchased the bed that once we bought it, we were done, no returns, my gosh I can return a 1/2 used can of paint to Lowes and get full credit. You can return an entire riding lawn mower and get full credit. Ive never heard of such nonsense from a very large corporate store. I even contacted Tempurpedic themselves and they stated if I made this purchase directly from them for the bed base, there are certain conditions, ie health cause issues as in my case, where they would work with me for an exchange or credit. I have that in writing as well.

Desired Settlement: We asked the sales person whom claims asked the manager for a store credit. We even offered to make additional purchases or pay a restocking fee. At this point I really just want to be done with Ashley and prefer a refund considering they dont even have the courtsey to follow through with what they claim they will follow through on, i have never heard back from Ashley Furniture Jax customer service and have no way of contactin the corporate office. They dkd not issue me any return service number

Business Response: I apologize for your frustration.  Ideally with your condition one would think you would get a better outcome with an adjustable base over a wedge.  

The difficult part of this situation is that we made the purchase with the manufacturer based on you signature.  On the invoice it reads "Once we commit the order to the manufacturer(s), we are unable to cancel or alter the order.  Therefore, ALL SALES ARE FINAL and we CANNOT ACCEPT CANCELLATIONS, CHANGES, EXCHANGES OR REFUND REQUESTS."  The manufacturer won't accept the adjustable bases from us and credit us on the return.  If they would this wouldn't have gone on as long as it has. 
We are not designed to take back orders, if the manufacturer won't accept the return merchandise back and we don't have a clearance showroom to move return product we have to have such a policy in place.  It's not the best policy, but it's necessary for a factory direct operation. 
Other operations, who have an open return policy,  are designed to sell used and we are not, that's also why some of our competitors have been caught selling used as new.
You even spoke directly with the manufacturer and their policy was not without special circumstances in writing or certain fees for returns.
You also ordered the bases to fit a California King frame which on top of that is the most difficult size to sell on the East Coast.  I believe the sales manager was looking for you to make a larger purchase to offset the loss if he couldn't get approval to take back the return.
Since most customers are against buying adjustable bases second hand because of the motorized bases and lack of warranties to protect them most liquidators won't purchase such items forcing us to literally throw them away.  See if the delivery drivers had damaged the fabric on the bases, that would automatically allow you to have another one brought out, possible a week or weeks later.  Well in that situation we are left with a base that was used for a couple weeks and that needs repair or needs to be liquidated because of an accident, and no one wants it.  The delivery service pays for their mistake the base is disposed of.  You would think organizations that help people that may need them for medical purposes would take them, but then they become responsible for the liability or maintenance which they are not prepared to accept.  
Again we are not designed to take back items so this is an issue that we may face less than one percent of the time on customer purchases.  That's also why if you are looking for return numbers or tracking info we wouldn't have it.  The customer service number is on your invoice at the top.  They can search by your name or phone number. 
Our customer service department has been in contact with you and it's my understanding you are interested in something else from us.  Overall, we do appreciate mattress purchases with us since it supports our A Hope To Dream charity, it's what allowed us to give 100 twin mattress sets to local Jacksonville kids that were sleeping on floors, couches, or in their parents beds, their own bed, along with a sleepover party at the Stadium in August.   Each month we do Hope to Dream deliveries, but the 100 bed event gains the most support from other Jacksonville organizations. If you happen to be military a portion of the sale goes to the USO.  
Please work with the customer service manager and I am sure we should be able to find a resolution.  If you do have anything in writing from the manufacturer please forward and we may be able to resolve even faster.
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 do want to respond to the owner or senior manager that answered this complaint. In regards to where we signed, it was never explained to us the situation as you described. It was never explained that once we bought it, we own it, period. We are looking for a solution to my very odd health issue. With great pain we explained even Mayo clinic finds my particular version of GERD odd. It can be exacerbated by heat or pinching. As we discussed with the sales person(s) they changed on us 1/2 way through, we were also considering a new mattress and want to buy the frame first, as we already own a rather expensive mattress. I gather Tempurpedic is a good sale, but not your top seller, so we I would believe are in an elite group of customers.


To cross that so you understand, we went to Mattress Firm and ******* stayed there WELL after closing explaining everything to us and trying to help us find a solution, more then just a sale. Your model is such its like a bunch of used car sales man they have to push hype real fast, and jump around to customers. They were too busy looking for the next sale to take the time like Mattress Firm did. Had they actually spent the time, we would have found out that the base was not returnable/exchangable. We might have even found out that there are 3 other adjustable bases available and we might have found out if your "trained and caring" sales staff (no high pressure salesman) that there is a model that would not pinch my mid section. My situation is caused by any form of bending or pinching right around the belt area. The platforms that lift more in that fashion might actually work.


I do appreciate what you do in the community, and to be honest was shocked to be treated in such disregard. I should have had your store's attention at hello. I should have been turned over to a manager at, *** thanks, but this solution you sold me was very close to sending me to the ER. I should have had your attention at it happened several days in a row, and no one really returned my call until I contacted Ashley Corporate and weeded through their custom response system. I should have had your attention at finally someone from Jacksonville corporate followed up with me, but did not stay on top of it, and I felt yet again abandonded. I should have had your attention at we have taken extreme care to wrap this base up, get it off the floor (how your installers placed it in our home. We VERY carefully moved it up onto a base that you send out, which was nothing like the cool grey platform they showed us in the store it would be sitting on. And lastly, I did not get your attention until I contacted the BBB. I have also contacted the media to try and get your attention, and used other social media outlets such as yelp to get your attention, and that was rather difficult, in good faith I have canceled all those measures now that your customer team at corporate is working on my behalf. As we explained from the moment we went back to your store, we want a very calm civil solution, and want to continue to be customers, but were not given the right opportunities and education about our purpose. And I must re-itterate, no one expressly claimed when we signed the forms, all sales final, or whatever that quote you gave me, I do understand your situation, and we even offered to pay more, buy something else, etc... But we didnt mean excessive. I get you need to make a profit, and I support that fully, but if you want to retain your customers in difficult situations you dont ask them to bleed. You try first to heal the wound. I was in retail a long long time, and ran a few restaurants and have been in much more customer service difficult situations then I care to mention. 


With sadness I say until the ugly side of me had to come out, I just did not have you at hello and I should have. Maybe your managers should engage a bit earlier, instead of sending the sales guy back to try and bleed the rock.  There is my 2 cents.


I will accept this currently, it appears the store is going to work with us on the original purchase we decided on in the store, but were moved to something else. If this transaction will occur without significant blood loss, meaning you are going to hit me for 50% or more, then I am willing to accept this.

Regards,

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

 

10/14/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: While moving into our new home, one of the legs from the bedroom dresser came off. The three remaining legs are able to screw in and out easily, but the leg that broke was nailed improperly into the dresser. I had purchased insurance on my furniture with Ashley and was told that because I no longer live in ************ (I am military), they will be unable to repair or replace my dresser. Ashley stated that I would have to pay to have the dresser shipped to me from ************ because when I purchased the insurance it was for that specific store only. This was not included in the terms of the insurance agreement because I would not have paid for insurance knowing this condition. I asked Ashley if they sell their furniture insurance to other military members and the woman replied that, yes, they do and will not discriminate against who the insurance is offered. When I explained that it is unrealistic to expect me to pay for the cost to have my dresser shipped out here so offered me $350, which is not enough to pay for me to get a new dresser anyways. I am upset at the way this situation was handled and feel like I would have been better off without the insurance since they did not live up to their terms of the agreement.

Desired Settlement: Based on the pictures I sent I was told that the damage to my dresser cannot be repaired. Ideally, I would like my dresser to be replaced because I have a matching bedroom set.

Business Response: As I understand it the dresser was purchased in 2012.  The leg was damaged during your move to ***** in 2014.  Usually that type of damage should be covered by movers insurance, but the accidental protection plan picked it up.  If you were still local we could assist, but since you moved out of the area only the protection plan is available to assist.  The protection plan company is willing to settle on the broken leg for $350 in January and let you keep the dresser.

If the Ashley Furniture HomeStore approximately 9 miles from your address sold the same protection plan then they would be covering the repair or replacement from there.  If they use another protection plan company then the protection plan company you have protection with reserves the right to settle through payment since they don't have a local resource to resolve.
The $350 settlement should more than cover the cost of any parts and a technician to restore the leg.  I would believe the local Ashley Furniture HomeStore would have reasonable recommendations on who could make the repair.   It may cost less than half of what the settlement was.
The cost of the plan you originally paid for was $199 to cover all the pieces you purchased not just the dresser. 
It seems that the protection plan company attempted to exceed what you have invested in them for the accident, and since parts would be available to a technician or through the store a full replacement isn't necessary.  If they couldn't get the parts then replacement would be.
Thank you.

Consumer Response:

 Complaint: ********

I am rejecting this response because:

The terms of the protection plan, as I understand, are that if the piece of furniture cannot be repaired then it would be replaced. After sending the proper documentation to Ashley I was told that the furniture could not be repaired and would be replaced. It is unacceptable to respond to my complaint by saying that this would be easy for a local technician to repair. Why was that suggestion not made to me when I filed the claim? I purchased the insurance to cover broken furniture. The purpose of my move was military related. And I repeat, this insurance should not be offered to military members, or it should include a clause stating that service members are not eligible for furniture repair upon PCS (moving).  The Ashley store was not helpful in assisting me with finding a replacement piece. I was told by the ******* of Ashley in ************ that he would call the Ashley furniture store in *** ******* and let the ******* know of my circumstance in hopes of getting me a good price on a replacement piece. He never followed through with his suggestion and I was unable to receive a good deal on a replacement piece. After arguing back and forth with the insurance company I decided to accept the settlement because I felt I had no choice and did not want to walk away without any money AND broken furniture.

Regards,

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

Business Response: Ashley Furniture cannot deny or approve claims for the protection plan company.  Regardless of why you moved if the protection plan company doesn't have any representation in your area they have the option to cash out for the incident.

They will not invest in a technician that wasn't already approved to do work for them.
Their preference would have been for you to have moved to an area they represented because the expense to resolve a broken leg would have been much less.
We have military and non military move out of the area and into areas where the protection plan company is already doing business with local Ashley Furniture HomeStores and other furniture stores, so for those areas the warranty services transfer seamlessly. 

Consumer Response:

 Complaint: ********

I am rejecting this response because:

This is a poor response to my complaint. I have already begun to spread negative word of mouth about Ashley furniture store and I warn anyone considering purchasing furniture NOT to buy from Ashley. This will likely have an impression upon those I share my experience with. As I move to other areas and meet new people I will continue to share how poor Ashley takes care of their customers. I cannot express how dissatisfied I have been with Ashley in regards to my claim. I am confident to say that I will NEVER purchase furniture from there again. In fact, I am missing the night stand to my Ashley furniture bedroom set, but refuse to give your company any more business so I will do without. And when I replace my bedroom furniture, it will be from one of your competitors. 

Regards,

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

10/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bedroom suit, mattress, and mattress base from this company. Upon delivery, the delivery team said we had been sold the incorrect mattress base for the platform bed we purchased. The sales person called and said that it would cost a substantial amount of money to get the correct mattress base. Upon speaking with customer service to no avail, I contacted the ***** ******* of this location who advised there was only one base that they carry that will work for a platform bed. I think the sales person sold me the incorrect base to make the sale since there is only one mattress base that works with the style of bed we purchased.

Desired Settlement: I want a refund of the additional funds I expended.

Business Response: I apologize for the confusion, adjustable bases on storage bed is still a new concept for most of the team.  The manufacturer's representatives have even had to correct themselves on which models are compatible and which are not.

As I understand it the issue is being handled by HomeStore customer service. 

Business Response: I apologize for the confusion, adjustable bases on storage bed is still a new concept for most of the team.  The manufacturer's representatives have even had to correct themselves on which models are compatible and which are not.

As I understand it the issue is being handled by HomeStore customer service. 

Consumer Response:

 Complaint: ********

I am rejecting this response because:  I disagree that the senior sales person AND the person in charge of the mattress department did not know they were selling me the incorrect base.  The sales person I dealt with, ******,  was a "****** ***** *******" per his name tag.  While I were there, ****** also consulted with the ******* from the mattress department who researched at that time to make sure the base would work with the platform style bed we purchased.    The ***** ******* told me after I purchased the furniture and had it delivered that they only sell one base that works with platform beds.  I still feel like I have been taken advantage of and lied to by the sales person.

Regards,

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

Business Response: There is no benefit for commission only salespeople to make mistakes.  The credit they would receive would get removed.  If the only option to make what you needed work was more expensive, they would default to the more expensive option.  I'm sure a senior sales associate would opt for a larger purchase over a smaller one at time of sale.  The same would work in real estate, if your client needed a three bedroom, why would you show them two bedrooms.  The only reason may have been price, but then focusing on price takes your eye of the features and benefits of the needed third bedroom. 

Attempting to have you spend less money and get more features is a sign he was looking out for your best interests financially.  Unfortunately by attempting to give you a savings on an adjustable base option he missed the fact that by removing the legs on that particular model the components under the base would conflict with the way the storage bed was constructed.
I see you were having us match or beat a competitor to make the deal work, so i feel there may have been too much focus on getting to the right price than on the features.
I appreciate you were expecting him to have a better understanding of the features on all the adjustable bases we offer, but we truly believe this was human error and he was interested in making the style and benefits meet a particular price.
Thank you.

Business Response: There is no benefit for commission only salespeople to make mistakes.  The credit they would receive would get removed.  If the only option to make what you needed work was more expensive, they would default to the more expensive option.  I'm sure a ****** ***** ********* would opt for a larger purchase over a smaller one at time of sale.  The same would work in real estate, if your client needed a three bedroom, why would you show them two bedrooms.  The only reason may have been price, but then focusing on price takes your eye of the features and benefits of the needed third bedroom. 

Attempting to have you spend less money and get more features is a sign he was looking out for your best interests financially.  Unfortunately by attempting to give you a savings on an adjustable base option he missed the fact that by removing the legs on that particular model the components under the base would conflict with the way the storage bed was constructed.
I see you were having us match or beat a competitor to make the deal work, so i feel there may have been too much focus on getting to the right price than on the features.
I appreciate you were expecting him to have a better understanding of the features on all the adjustable bases we offer, but we truly believe this was human error and he was interested in making the style and benefits meet a particular price.
Thank you.

Consumer Response:

 Complaint: ********

I am rejecting this response because:  I do understand human error and mistakes, however, I think that the sales person set out to make the sale no matter what.   I did research as a consumer and yes, I did provide a price from a competitor (which is not an uncommon technique amongst consumers), and miraculously the salesperson was able to reduce the price at the time of purchase by approx. $1300.  I was then notified upon delivery that the base was incorrect and amazingly, we would need to pay $1278 additional to get the correct base.   This is a technique referred to as bait and switch in order to make the sale.

 

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: 10814556

I am rejecting this response because:  I do understand human error and mistakes, however, I think that the sales person set out to make the sale no matter what.   I did research as a consumer and yes, I did provide a price from a competitor (which is not an uncommon technique amongst consumers), and miraculously the salesperson was able to reduce the price at the time of purchase by approx. $1300.  I was then notified upon delivery that the base was incorrect and amazingly, we would need to pay $1278 additional to get the correct base.   This is a technique referred to as bait and switch in order to make the sale.

 

Regards,

Rachel Shepard

9/29/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was sold a warranty by Ashley Furniture that was said cover anything that happened to the couch that I purchased. We had our kids with us and they said, (especially with kids) no matter what happens, the warranty will cover any damage. It has been almost two years, and our couch started to peel. Due to this damage, I submitted a warranty claim. The claim was denied by the warranty company, so I called Ashely Furniture. Ashley Furniture told me that since the couch that I purchased was a dura-blend couch, and not a top grain leather couch, the warranty doesn't apply. I asked them why would I pay $200 for a warranty that I cannot use? I feel this is a very deceptive practice and I would like my $200 warranty fee refunded or for my couch be fixed or replaced.

Desired Settlement: As I referenced in my above email, I would either like a refund of my $200 warranty or my couch to be fixed or replaced.

Business Response: We would need details on how the damaged occurred and what was said to the protection plan company.  Did the kids cause the damage?  What did you tell the company that warranties accidents happened?

They do warranty almost anything kids would do to a sofa.  Blood, vomit, candy, food, juice, soda, dirt, ink, markers, etc. 
They don't warranty anything.  Dogs chewing up furniture wouldn't be covered.  Movers damaging furniture wouldn't be covered.  Flooding or other natural disasters would not be covered.   And other various issues that are not household type accidents.
It's similar to having regular car insurance on a car.  It wouldn't warranty your car against a flat tire, it's more for a fender bender. Tires may be covered only for so many miles and then after that any issues are because of wear and tear. 
If you described the damage as peeling that happened over time that wasn't caused by an accident then they will deny the claim.  It would be the same if you put it under a window and the sun bleached it over time, they cover accidents.
There are tearsheets/brochures in the stores as well as the details on the warranties themselves explaining what is covered.
During the New Years promotion in 2014 almost every guest purchased a protection plan.  The better promotions were available to guests that purchased both delivery and accident protection.
You received a better promotion of 25% off savings on your furniture purchase because you purchased both protection and delivery.  If we were to remove one of those services you wouldn't have qualified for the steep discount.  So to remove it now would reverse the savings and result in a cancelled plan, but no refund.
Most guests question why we don't just give out discounted or free protection plans or delivery for promotion purposes, and the reason is we like to show the full value since these are services we are getting from third party partners.  
The manufacturer's warranty on seam separation and other upholstery issues in for one year, after that we could get you parts and covers as a courtesy, but we do not have a technician on staff for labor.  We have to outsource for any service needs and can get you contact information on who we would suggest, but you could find someone else.
Let us know if you need help resubmitting the claim if an accident happened, of if you would like us to order new covers for you.
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 feel I was sold a worthless warranty that did not cover the furniture I bought. I think they would deny my claim regardless of the cause. The furniture is low quality and I will never purchase another thing from Ashley Furniture. I will also tell everyone I know of the terrible furniture and customer service.

Regards,

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

Business Response: We won't let them deny claims that qualified accidents cause.  We try to push every mattress and furniture claim through we can.  We have binders at each of the showrooms with hundreds of guests that have received full replacements on their furniture.  Even more have been resolved through repair.

These companies give us the money/credit to buy our guests more furniture.  We favor full replacements over repair since another third party company profits from the cleanings and repairs.  
We are on your side with this, the plan rolls over to a future purchase after the five years is up if you didn't or couldn't make a claim on it.  We will keep it alive as long as we can so you can make a qualified claim on it.
Thank you.

9/20/2015 Problems with Product/Service
9/10/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered furniture from Ashley on July 6, 2015 with anticipated delivery date of July 29. On July 27 I get a call stating that the delivery date has been changed to Aug 14 problems with the manufacture not able to ship. So I called the person who sold the item to see if he could find out what was going on, however he was on vacation and asked me to call the store. I called the store and spoke with ***** the store manager about this she was very apologetic offered me a $100 gift card to the store that would be sent when furniture was delivered on next anticipated delivery date. So I wait don't get a call from Ashley to schedule me a delivery time for Aug 14. So I call the corporate office Aug 14, had to leave a message for someone to call me back. I did get a call back from a ******* she stated that there was still a problem with shipping from the manufacture and the anticipated date was now Aug 17. She asked me to hold on came back with a new due date of the end of the month. I told her that the date was not acceptable and to cancel the order. She said she could not cancel an order I would have to call the store. At this point I am highly upset. I call the store and spoke with someone name Donna told her to cancel my order, she also said that she could not cancel the order because all sales were final. Asked to speak to ***** the store manager she was not available. So I told her it was their problem if they had a problem with the manufacturer not mine and that I was calling my credit card company to file a complaint. I have not heard one word from anyone at Ashley. There customer service sucks. They cover themselves in their contract not the customer. How many date changes am I to tolerate? They had no problem sending a credit card statement for the remaining balance.

Desired Settlement: I want the order canceled. And no mark against my credit for canceling.

Business Response: We apologize for the inconvenience.  The model you purchased was backordered by the manufacturer multiple times.  This was something out of our control.  We were able to shift the merchandise to another guest to prevent them from having to wait.  We have voided the sale and will process the refund.

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. 

Regards,

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

 

9/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/21/2015 I purchased furniture from Ashley HomeStore. Right off the bat, we were told a part of our order, a chair, would have to be delayed until 7/31/15 (while the rest of the shipment would come on 7/3/15). We said ok. On 7/29/15 they called and told us our shipment would be delayed until September. At this point, we decided that it is ridiculous to have to wait 3 months for a chair, with no promise that it would even arrive in September. We called headquarters and spoke to someone in customer service who agreed that this was not ideal. He informed us he would get this cancelled and no chair would be delivered. It's been nearly three weeks and I've called Customer Service 3 times to inquire about when we would get our refund. Each time they referred us to the store in which we bought this furniture. I called the store and they told me they would need to contact Customer Service and would call me back. They have not. I've called about this issue enough times, and I think it is not right to keep my money for a piece of furniture they cancelled.

Desired Settlement: I would like them to refund the 356.16 I paid for that chair, the one they said they would cancel already.

Business Response: We apologize for the delay, the credit was processed to the finance company.  You should see the credit on this or the next statement from them.

Thank you.

9/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a leather sofa, love seat and recliner chair and also spent $199 for a five year warranty. The sales rep guaranteed the warranty covered everything and that the product was top quality as we explained that we had 3 children and pets. Within a year the leather began to literally peel off and now the furniture is not even barely four years old and you can see very large areas of plain fabric and when I called the warranty department they now say this is not covered under our warranty as it is natural wear and tear. It basically looks like the leather was painted on and they are unwilling to do anything to fix it. They said I need to call an independent furniture repair company and pay to have it fixed however some cushions are connected to the couch so this is not possible. I have another leather furniture set from a different store and it is older than this one and does not have any issues like this at all so I know this is not normal and not OK for them to not be willing to honor what they agreed upon. We would not have purchased a $200 warranty or this very shabby furniture if we had known it would not hold up and that the warranty was not good. I have googled this problem and saw that there were tons of other customers complaining about the exact same issue and no one seems to be able to get any satisfaction from this company. Very frustrating.

Desired Settlement: I would like the furniture replaced and if that is not an option then I would like a complete refund of both the furniture and the warranty either option would be satisfactory to me. Thank you

Business Response: We apologize for the issues.  

You mentioned in you complaint that the issue started before the first year ended which would have allowed it to be claimed under the manufacturer's warranty.  You shows you didn't try to notify us or the warranty company that would have referred you back to us almost a year and a half after that. Why did you wait so long to make a claim?  Wear and tear may not be covered under the accidental warranty plan, but even if it was they would have declined it if they were informed you waited another year and a half to let them know there was an issue.
We don't have a record of you attempting to process a claim in 2013, do you have any records of this?  We show in September of 2015 needing the phone number and information for the warranty company.
We can get courtesy covers from the manufacturer on this model which we can give you,  Just let us know. The manufacturer will not cover the labor to install them, not after 4 years of ownership.  They would resolve this type of issue within the first year of ownership.
Thanks

Business Response: We understand the issue.  We have seen the peeling before.  We recently had a guest that had peeling start after 18 months of ownership on another reclining model.  It started where is head and hands were, not sure if it was related to sweat, medication, soap, or shampoo, but it wasn't happening where his clothes would touch.  He was out of warranty and the accidental protection plan company denied it because it wasn't caused by an accident.  He received the covers and had a technician install them.  There are couple of upholsterers on craigslist that we have never used, but we do have a third party technician that handles the Jacksonville market for us.  We can get you his information. A $500 sofa after 4 years may not be something you want to invest more in.  We also see that once it starts the air gets in between the backing and the upholstery the issue gets worse.  That's why we recommend repairing as early as possible to keep it from continuing.

We see the issues on the internet as well, many different manufacturers and many different models.  We rarely see that it's the same model with hundreds of guests attached to it.  Something that would force a manufacturer to issue a recall.  The 98800 collection is sold nationally and has been since 2009.  In the Jacksonville market alone we have delivered over 2000 pieces of the collection since we first got it.  It is good looking and priced right.  $1000 for a Sofa, Loveseat and Recliner, was the sale you purchased in, making it difficult to pass up.  Nationally the number of pieces sold is huge.  If we had several guests with the same issue on the same model it would help leverage action after the warranty has expired.  It would also give us the opportunity to investigate whether there was a common tread such as all of the guests keep their air conditioner really cold drying the upholstery out, or all have pets, or all keep their sofas near a large window with lots of natural light.  We could see if medication, cleaning products, air fresheners, or something else that would make sense on why just a few cases per collection occur instead of hundreds in our market alone.  
We are locally owned and operated which means we want all claims to be approved.  We want credits from the manufacturer or the protection plan companies because that's money that's going to be spent again in our stores.  Most guest that get credits for new furniture on warranty or accidental claims generally spend more than their credits.  They see it as an opportunity to upgrade and they pay us the difference. Our sales team works on commission, they want you back in. 
We can get covers for you, if we could get more we would.  Some models the covers zip on and are easy to replace, the model you have will be more difficult because the cushions are not removable. 
Please reach out to customer service, if the initial quote for recovering is too high we may be able to work with him on getting it lowered since it may be multiple pieces. 
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:

You are correct in that I would not be able to purchase a replacement set at this time. I am willing to try the covers as a solution to this problem. Could we please have them shipped or whatever is necessary and if they need to be professionally installed a phone number of whom to call for the installation? Thank you


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

Regards,

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

 

9/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 08/23/2015, a delivery was made to our home at *** *********** ***. During the delivery process, one of the delivery men accidentally stabbed himself on his left hand near his thumb. The delivery men were upstairs at the time of the accident. The stabbing cause a tremendous amount of blood to fall from his hand onto our carpet and on our tile flooring. My **** cleaned up what she could but this put us in a very uncomfortable position as we were exposed to bloodborne pathogens and contaminants. We have a 2 yr old child who could have been potentially expose to these health concerns as well. After several attempts at resolution locally, my **** was able to get in touch with the delivery service. No attempts were made to resolve the issue. In fact the person she spoke with was very rude and unprofessional. His statement was that they made the delivery, the mess was cleaned up and that he didn't understand what the issue was.

Desired Settlement: Seeking restitution by way of a full refund of the delivery fee that was assessed.

Business Response: I am not sure I am following.   Driver or helper for the delivery service was hurt on your property and currently there is no damage to the property or need for a cleaning service.  You would like a refund of the delivery charge when the delivery was completed regardless?

I follow if the delivery was not completed, I follow if you need the delivery service to pay for a cleaning service.  I am not following a refund for services rendered. 
Please explain further why the delivery service and delivery team should lose compensation for work completed.  We would like the opportunity to fix the issue.

Consumer Response:

 Complaint: ********

I am rejecting this response because: I feel like the delivery fee should be refunded. No consumer should EVER have to clean up the blood of a delivery person because of their inability to practice good safety measures. To me the delivery service was not completed. The business feels that because they arrived, delivered and installed the product that it completed the delivery cycle. The fact of the matter is that the delivery team should also be responsible for clean up. Their delivery person was incapable of cleaning up his blood so my **** took the time and initiative to clean it up. This to me is a service failure on the delivery side and a refund should be given. If we were to have a professional cleaning company come out and clean the mess that the delivery team created with his blood, it would cost substantially more than the refund of $250 that we're requesting as it is a hazardous cleanup. The business says they " would like the opportunity to fix the issue"; we feel the refund of $250 is at a minimum what necessary to resolve the issue. Thank you for your time.

Regards,

Joel Rodriguez

Business Response: If there is a need for additional service please let us know.  We see the service as complete and don't see a refund as a way to correct the situation.

Thank you.

Consumer Response:

 Complaint: ********

I am rejecting this response because: This is not a valid resolution to the situation. Services were not completed as a mess of blood was left in our house to clean up.

Regards,

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

8/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hi, I purchased two recliner at the store at sunday night about 10pm, 8/2, since the store was about close. It scheduled delivery for 8/12. I called the store on Tuesday 8/4 and Wednesday, 8/5, to cancel the order. I was told it is final sale and if I cancel the order, I will be charged a 25% restock fee. This business practice is kinf od cheating. because: 1) the recliner is not on sale, not anyhow, anywhere showing it is final sale. it is a whole new, expensive item, price over $1500 for each, more expensive than most other stores. even though after a discount for buy more furniture, (I ordered two recliner and i dining table, two benches,) still the order is about $3884. 2) when the sales conduct the sale, didn't mention anyhow it is final sale, but only when I finally made the payment, he showed me the receipt is final sale. which seems no matter what they sale, are all final sales, and they will not tell you anything in advance, or put any tag anywhere to indicating it is final sale, but only put words on receipt. so no one can cancel an order, let alone return anything, without paying a huge fee. 25% of the sale price. It is tricky, immoral. Restock fee? it is not delivered yet, schedule for 8/12, where the restock fee come from?

Desired Settlement: cancel the order, refund the tatal amount they charged.

Business Response: Ms, **,

We have an All Sales Are Final policy because we only order from the manufacturer what you asked us to order by signing the invoice.
On you invoice you initialed next to "ALL SALES ARE FINAL.  Estimated Delivery Date may change.  Our Scheduling Department will contact you when your items arrive in ************."
You also signed above "Customer Order Acceptance.  This order is subject to the Terms and Conditions on the reverse side of this form.  
Reverse has.
In order to pass along ASHLEY DIRECT savings to our clients, we do not maintain a local warehouse or storage facility.  Once you pay for your order in full or complete your arrangements, your items are immediately and specially ordered for you from the manufacturer so that they may be shipped from the manufacturers' warehouse to our local *** in ************ **.  Once we commit the order to the manufacturers, we are unable to cancel or alter the order.  Therefore, ALL SALES ARE FINAL and we CANNOT ACCEPT CANCELLATIONS, CHANGES, EXCHANGES, OR REFUND REQUESTS.  
We don't have a restock fee.  We have in the past charged a reprocessing fee for certain situations that allowed us to sell off a previous customer's order for less than retail.  We didn't see any reason that would warrant us going in this direction.
Thank you.

Consumer Response:

 Complaint: ********

I am rejecting this response because: 1) during the whole process, before I made the payment, I was not told at all, that all orders are final sale. 2) payment made in the late evening of 8/2, Sunday; delivery was scheduled for part on 8/12, part on 9/11.  I informed the store to cancel the order on 8/3. All the products on the order, are manufactured in their own Ashley factory. I don't see any reason that the store cannot cancel the order. that their factory already in manufacturing these products for my order.

Regards,

******* **

Business Response: Ashley Furniture HomeStores, ************* ** is locally owned and operated.  Ashley Furniture Industries is a separate company.  The largest manufacturers we order from are for Ashley Furniture, ***** **********, and *********** mattresses.  Everything in detail is explained on the contract you signed and reviewed in the showroom.  

Thank you.

Consumer Response:

 Complaint: ********

I am rejecting this response because: nothing really offered in this business response. I request again his company cancel the order.

Regards,

******* **

8/24/2015 Problems with Product/Service
8/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my furnture on 7/3/15. I received a partial delivery on 7/10/15 which included two couches and my 2 lamps. The package the lamps were included in stated the shades for the lamps was included, but they were not. I immediately called the location and advised them of the issue. They told me they did not have any shades in the store and would find out if it would be quicker to have them delivered by ***. It is now July 24th and I still do not have the shades. I have contacted the store and customer care regarding this matter. I spoke with ***** who is located in customer care (************) today and she advised me it will be another 4-6 weeks before I receive the lamps. This was not made know to me untill today. She was also made aware that a payment for the furniture has already been taken from my account. I advised her a wanted a refund equivalant to the cost of the shades so that I can go and purchase shades on my own. She advised she will have to get with her supervisor on Monday.

Desired Settlement: I either want to return the lamps and receive a full cash refund or have the shades given to me no later than next week.

Business Response: Unfortunately we don't have any lamp shades on hand.  If the manufacturer missed or they shipped damaged, getting them from the manufacturer is our only option.

If waiting for them is not an option please return the set to the store and the store will handle crediting your account.
Thank you.

Consumer Response:

I attempted to return the lamps on 7/25/15 as I was going to have to wait 4-6 weeks for the shades to be delivered . In addition the pillow and throw that was apart of the package had not been delivered and was offered to me that day. Due to my horrible experience I no longer wanted them. I still had not received the lamp shades and as the former complaint states I did not want to wait an additional 4-6 weeks for them. Ashley furniture responded to my former comlaint stating to return the set and they will provide me with a refund. I spoke with ******** at the store by the names of ******* ******** and ******* refused to return the merchandise. ******* was only willing to give me store credit. ******* refused to refund me for the merchandise and stated all sales are final. I am utilizing *********** ******* to fund the purchase under a lease agreement. They advised me that Ashley Furniture had the option to remove the merchandise from the sale , write a new contract that only included the items I had possesion of. They refused to rewrite the contract. I left the lamps, pillow and throw at the store and still have not been refunded.

I would like to be refunded for the lamps, throw and pillow that is no longer in my possesion.

8/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a bedroom set in April and made sure the ******** knew that I would be moving from ************ to ******* on June 26. I was assured that my furniture would be available for pick up on that date. On June 25 I was called and told that 3 pieces were missing and would be a month delayed. I went to the store where a very rude ******** ******* *** ******* told me that there was nothing that could be done and no they would not deliver the missing pieces to ******* when they came in and I would have to rent another UHaul and pick it up and my expense. After demanding to speak to the ******* ******* ****** ******* promised me that he would get it delivered to ******* at their expense. He called the next day and told me it would be at my house July 2. It was never delivered and no one ever called to tell me it wouldn't be. I ended up leaving over 50 messages for ****** ******* and sending multiple emails. All I ever got back was 2 emails saying that someone else would call me with new delivery info. That never happened. He then sent an email saying that the furniture would be delivered by a private company on Fri July 24. I took the day off work and waited all day. No delivery and no return call. On July 27 he stated the furniture would be delivered on July 28. Again I took the day off work and sat home all day. Finally I called the delivery company who said that the delivery was never set up for today and they had my old address in ************ to deliver to. My new address has been given to Ashley furniture multiple times and no longer living in their delivery area of *** is what caused the whole delivery mess to begin with. I have tried calling ****** ******* 3 times today and still have not gotten a return call. I still have no dresser, headboard or footboard and I have wasted 2 days off work sitting home waiting on a delivery that never showed up.

Desired Settlement: I want the missing items to be delivered immediately and I want an adjustment to the price of the furniture to compensate for the multiple missed days of work spent waiting on a delivery that was promised but never even scheduled. The lack of communication and rudeness by ****** ******* and ******* turned what would have been just an inconvenience of delayed furniture into a horrible, stressful experience.

Business Response: We apologize for the delays with the furniture.  We have little to no control over the manufacturing or shipping process from any of the manufacturers we deal with.  We received confirmation from the delivery service that they completed the delivery in *******.

Thank you

Consumer Response:

 Complaint: ********

I am rejecting this response because: Nothing has been resolved as to the multiple days of missed work, the lack of communication from the store or the rudeness by the store management. 

Regards,

***** ****

Business Response: I apologize for the ordeal, we would have hoped the furniture had arrived timely the first time.  Our preference would have been to cancel the order if you were moving out of the area and transfer the sale to the store in *******.  We attempted to accommodate outside of our normal business practices because you insisted we do.  There were additional costs associated in contracting a third party carrier to take goods to *******.  The contract was satisfied when the delivery service made the final delivery.

Thank you.

Consumer Response: That is a lie because I tried to get the rest of the order transferred to the ******* store. I was told that each store was independently owned and operated and to get the 3 missing pieces from the ******* store it would cost me an additional $200 since I would not be buying them as part of the package deal. I still want to be refunded for my wasted days off work that would not have happened if management would have kept me updated on what was happening or not promised delivery dates that they knew were false.

8/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I went into ashley furniture store and purchased two sets of bunk beds I was told my delivery date would be on 6/19/2015, I received a call stating that the delivery would be delayed until 6/20 15. The delivery driver's showed up and unloaded the truck and put the bunk beds together before I signed the Paperwork stating I received the furniture the guy told me he couldn't put the ladder up to the bed because it was an manufacturer defect and he took pictures and advised me he sent it to the person who does the ordering. After a week pasted and no phone call I stopped into the store and asked about the part I was told it was ordered and should arrive on 6/30/15 at my home I asked the lady why wasn't I notified of this her response to me was she didn't know so on 6 / 30/15 around 4:30 pm, I called the corporate office and spoke to an Hhrc customer service supervisor she attempted to locate the part by looking up the Shipping information with UPS the package arrived around 6pm. I was told by her she put an ticket in to get this taken care of since my son had no where to sleep. I have called several times with no help and the bed still not correctly fixed it should of never been left this way. My monthly payments were to be on the first of each month according to my documents and I received an email stating the date has changed. The beds has been in my home since 6/20/15 and my son unable to sleep in a bed. I was told they had two people to fix furniture and Chris had no idea when someone could fix it but I'm sure they want me to pay the payment for something my son can't use I have 4 children that's the reason for the bunk beds. I have went as far as calling the store asking for the manager with no return call, I asked for a director of the company I was given an email address to make my complaint and haven't gotten a response. This is the worst customer service I've ever received. I'vennever been treated this way

Desired Settlement: I would like a replacement, I would like an adjustment to my bill my son hasn't slept in his bed since 6/20 15. I would also like an apology for the poor customer service I received from this company

Business Response: We apologize with the frustrating process of a manufacturer's defect.  It was a miss on their part and we are trying to manage the mistake the best we can.  As I understand it the Customer Service Manager has been working with you and will help resolve the issue.

If the issue is not resolved to your satisfaction we can pick up the merchandise and refund you for one hundred percent of the purchase price. 
Thank you

8/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 5, 2015, I went to the store explain to the sales lady I was looking. I completed the application. The credit person, Caycee completed my credit application to my understanding I could cancel with a $40.00 cancellation fee. I called back to the store to cancel my order Cayee the credit person explain she would call her manager and follow back up with me. She called me back and advised that I would have to speak with the store manager. Ashley Furniture/Earl. I called several times to speak with him. After speaking with him and explaining the situation he advised me that he would speak to my sale person and call me back, he has not call me back as of to date. I have called several time to speak with him I have been told he is with a customer, he would call me back, or he is out and the person would take a message to have him call me, he has not call me back as of to date. I have gone to the store a few times and have been told he was not there. My checking account has been debited in June. I do not have the sectional or the rug and would like to have this issue resolved.

Desired Settlement: Refund and Resolved

Business Response: Our records show the transaction was cancelled and we didn't receive any funds from or for Ms. *****.

8/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture on 17 March 2015 from this store and scheduled delivery for after the move in date of my new home. The initial furniture delivered was damaged and the two delivery people were coloring in the furniture with magic marker, I explained to them that I did not want colored furniture and would prefer they took the damaged pieces (headboard, footboard, columns and dresser with them. They told me they could file a complaint but could not take the furniture back, I would have to submit for repair service. I called the store while the delivery men were there and filed a customer service complaint about the damaged furniture and un-orthodox delivery men. They were not respectful and when it was time to sign they told me to write my complaints on the delivery sheet of paper, which I did, after I completed the written notice, they handed me an ipad with the same notice in electronic form and said I had to sign it stating I received the furniture. I stated, it is questionable behavior to attempt to have me sign one form stating dissatisfaction and another stating satisfaction, I opted to write "see written form", in lieu of a signature. The young woman on the phone from the store was very polite and informed me of the next steps. The next day I received a phone call from someone in customer service, I was traveling at the time, he said he would call later that afternoon. The call was never returned. I waited to be contacted by someone from Ashley, the call never came. I went into the local store two weeks later, as I had forgot to purchase the nightstands for the set and inquired about how long it would take to hear from someone, as I didn't want to purchase the nightstands until I was sure the damaged pieces would be replaced. They gave me the number to the woman "Shelly" who schedules a technician to inspect the damaged pieces. I did receive one call from the store asking if I had spoke to Shelly, but no one could speak to me about the lack of customer service or the problems with the delivery men. The inspector came and looked at the furniture, noted the obvious damaged footboard, that the deliverymen said they were 'fixing' the morning they brought the furniture, when I asked why I was delivered furniture that was being repaired in the warehouse that morning their response, is they don't work for Ashley Furniture. I pointed out they were wearing Ashley shirts and therefore were representatives, they stated they don't get paid by Ashley furniture. The inspector came early in the week, I asked how long it would take to hear from Ashley, as he was also a representative who didn't work for Ashley, he said I should hear from someone by the following Monday. I never received a follow up/return call from Ashley. I started calling the corporate customer service number I was given by the store, when I contacted them to find out what they were going to do. I left messages at the call center and on the voicemail of someone they said represented the store I purchased from. After more than thirty days of the damaged pieces sitting on my dining room floor, I contacted the store and advised I was having the furniture returned to them at my own expense, the person I spoke to said she was giving the store manager a note that I had called and said someone would be with me by the end of the day, after a few days, I received a call from the warehouse person to schedule the delivery of replacement furniture. I asked why it took so long and why I had not been contacted about the service issues in over a month, she stated she only worked at the warehouse and could schedule the redelivery and pick up of the damaged furniture, she did state, she only saw notes of my calls in and no calls from customer service to me and she didn't know why I hadn't been told new furniture was being ordered. Delivery day I opened the door to see the same "Magic Marker Bandits" from the first visit. I was baffled why Ashley would send the same tweedle dee and tweedle dumb from the first visit, but after having to sleep in the guest room for over a month, I just wanted to get the furniture swapped and hoped they would do it quickly. The whole experience was bad and ended in me having damaged/scratched floors that I had just had installed. I informed the delivery people that the floors were new and to be careful, they never put on shoe coverings, seemed shocked that the furniture needed to be set up, they said they didn't set up the other set, I reminded them the furniture was damaged and was left in the dining room for that reason, but that I had paid for delivery and set up. I inspected some of the pieces being brought in and had to choose the lesser of the two damaged headboards and columns. The attitude of the drivers about having to set the furniture up was so disrespectful, that I proceeded to the kitchen to make dinner as I didn't want to have to call the police. Bad decision on my part, as I heard poles dropping on my new bamboo floors and upon inspection found screws they had dropped in the rug and didn't pick up, the screws in the bed set were not properly installed. They asked for sliders to move the dresser from one side of the room to the other, which I stated, delivery people should have their own. The sliders damaged my floors even more and then they wanted to blame it on the sliders they used when I said, you had furniture pads, why wouldn't you have used them? I noticed that they also left a damaged column top on the set, there were four other to choose from, but instead of replacing it, they left a damaged product on the bed. At that point, I had had enough, they took pictures of their damage and I asked them to leave. I called the Ashley store the next day, as it was late when they left my home, I believe after eight in the evening. I left a message for the store manager, who the young woman said was in a meeting. I never received a call from him. After almost two weeks I got a voicemail message from someone in customer service. This whole process with this Ashley store has been pretty horrible. I paid over $4000 in check/cash for this furniture, its not on a payment plan, it isn't something I'm trying to get discounted so I don't have to finish paying for it. I looked at this set for over three years and was going to purchase it last year, but do to having low ceilings in my rental home, I decided to wait until I had purchased my own home to buy it. This Ashley has turned my dream into a customer service nightmare. In the last few years I have spent at least $15,000 in Ashley furniture. My daughters queen bedroom set, mattresses, living room set, Damacio chair, cocktail tables and accent items have all come from Ashley furniture over the last few years. I have never had a complaint about service or quality with my other Ashley purchases. This has been so bad, I haven't even purchased the nightstands because I cant fathom giving money to people who don't respect me enough to not send repeat idiots to my home, or call me to inform me about how they intend to right a delivery wrong. Shame on this Ashley, I would have never experienced anything like this from my other stores.

Desired Settlement: Refund for having to settle for a damaged product I paid for in cash and compensation for damaged floors. I have pictures of the damage and the sloppy set up

Business Response:

The address on the complaint doesn't match the delivery address on the invoice.  Please update us with the current address.  Please send all pictures to ********************.
The Delivery Service manager has been forwarded the complaint and will reach out to you.
The collection is of an *** ***** ***** and already has a distressed look about it.  Most customers don't even notice the distressing in the stores and notice it upon delivery.
Rather than leave you with product you are dissatisfied with we could exchange it out for another collection that would keep you from settling.
Thanks

7/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Seeing that a majority of Ashley Furniture’s reviews are due to a negative experience is not surprising. In March, my husband and I purchased a 3 piece sectional couch. We were told it would be delivered within a two-week timeframe. Almost 2 months later, we finally received it after a botched delivery (only delivered one piece at a time) and having the delivery date pushed back every few days. To “fix” this, we were given a “friends and family” discount card rom the Manager in Jacksonville, FL to use in Seattle, WA after our relocation in July. We went back in, purchased a bedroom set, and once again our delivery has been botched. They called and said they were 10 minutes out—and never showed up but claimed no one was home. Untrue. Upon calling to rectify, every person has tried to dispute this. Upon asking for our money back, they have tried to wiggle out of our request, upon asking to speak to a manager (specifically Sean), it has been denied. Finally, we were told we would be called back before the day was over. We were not. Finally, we called the manger we spoke with in Florida back in March (who is now 3,000 miles away) to actually get somewhere. He was able to have someone actually call us back. Then the stories between the movers, the managers, etc., were all changed. The movers also claimed they came to our residence, said no one was home (which we all were-- and outside waiting for them), didn't try calling. They claim they came and took a photo of the residence for "proof" that no one was home-- which we did NOT give them permission to do so, so that is also ILLEGAL. We finally spoke to Connie on Saturday, who promised us we would have our delivery by Monday evening, and she would call back Monday with a partial refund. We still have not heard from Connie, have no delivery set up and do not see a refund. And we can’t get ahold of Connie—we keep trying to call. We have given Ashley Furniture over $2,500 in the last 4 months. And each time, once we've given them our money, it's like they do not care about us as costumers any longer. Having not received our bedroom set when promised-- is grand theft. At this point, what exactly is the point? We are angry. And now a partial refund isn’t going to cut it. Ashley Furniture is pathetic.

Desired Settlement: Now, we would like a 50% off of our entire purchase in addition to our delivery comped. This is absolutely ridiculous. Otherwise, I'm leaving the complaint up, and my husband and I are ready to file a lawsuit regarding the photos that were taken and the complete lack of regard for us as costumers and our loss of time (as we have spent numerous hours trying to track people down and settle this).

Business Response:

I wish I could help.  Each store is independently owned and operated. 

The store the customer talkes about is not this store so I have no way of getting any information for her. I do not have a Connie that works for me.  I am in Kennewick Wa. not at all near Seattle.

I am sorry I can not be more help.

Business Response: The Jacksonville, FL stores are a separate company to the Seattle stores.

I do see a purchase made for a sectional from us in Jacksonville on February 2nd.  I see the date to be delivered should have been March 5.  I see we delivered three pieces not that weekend, but the weekend after.  We followed up with the 4th piece about 10 days later.
We are locally owned and operated and receive all of our furniture from the Ashley's North Carolina Distribution Center.  Most of the upholstery we get is made either there or in Mississippi.  We apologize for any delays earlier this year.  At the time of your purchase they had zero inventory on that model so we were waiting on more to be constructed.  That's why there was a delay.  Most of the time Ashley Furniture Industries is good on their estimates, but in your situation they fell behind.
We show we refunded your delivery for the three week delay on the sectional being completed.
Any purchases you make of have made it Washington would be separate from us.  Our managers may be familiar with their managers, but we wouldn't have any access to their systems or processes.
We, however, do have the same practice of taking pictures of the residences when are drivers find that no one is home when they are schedule to make a delivery.  Our drivers are commission only, based on what they deliver, so skipping a residence doesn't make sense since it just costs them.  Taking pictures show their management they were at the correct residence for delivery.  I've never heard of this being illegal especially since Google Maps is doing it daily.
Delays are a struggle for us and most times we have no control over them.  We have guests going through them now and if we had the inventory in Jacksonville we would have had them delivered yesterday.  Unfortunately if the product can't physically show up in Jacksonville timely we are faced with passing along bad news.  Sometimes it works the other way and flooring doesn't get completed and closing dates move and we have extra merchandise that can't get delivered with no space to store it.  In a perfect world those items not ready for delivery could go to people who needed it sooner, but it never works out that way, it seems to always be different collections and different styles.

7/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 23rd a couch and bedroom furniture were purchased from ashley furniture river city market place. Delivery was set up for June 4th. When bedroom furniture was delivered it was not the correct furniture. After explaining that it was not the right item we were forced to keep the wrong furniture until it could be picked up at an undetermined date (we still have the furniture). I contacted the sales associate, who took blame for issue. She told me that someone would contact me the following day regarding the delivery of the correct furniture. One week went by with no call. I called ashley furniture back I asked to speak to a manager. I was informed there was no manger there at the time and the manager would contact me the following day. Again I received no phone call. Three days later I received a call from delivery service regarding our correct shipment. However, I still wanted to speak with a manager. I contacted them again. I was told the manager would call back in 15 mins. I never received a call. I called back later that night, this time I was refused to be allowed to speak with a manager because my girlfriends name was primary on the account. We and our family's have purchased multiple items from the ashley furniture corporation and have never been treated this poorly, or delt with this amount of inconsiderate customer service.

Desired Settlement: I would like some form of compensation, or a full refund. For the EXTREMELY poor customer service.

Business Response: I am sorry for the situation, we generally would attempt to only speak with the purchaser with regards to a transaction.  As I understand it a member of our Customer Care team has been in contact and has resolved any open issues.

Thank you

7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 3 piece sectional recliner sofa w/*** / ********* / ****, (********* ******) it had a 5 year combination plan, paid $249.99 Total paid for sectional $2,289.98 sale price discount $300.00 purchased 10/21/10 In 2014 the back part of the sectional where the headrest on one of the pieces is splitting. I notice it started getting bigger as time went by, within a month it had started splitting more noticeable. I began to inspect the other furniture and one was at the start. I called Ashley Furniture store and spoke to *** *******. they ordered me two backs fabric and gave me the name of a man who could fix it for $150 a piece. I haven't had it done yet. There is another back that is now also starting. the second one is very noticeable now. I Spoke to ****** at Ashley Furniture store to let her know what was going on and she said she could meet me half way and order another fabric back. mind you there are six back. this will end up costing me $900. if his price hasn't gone up. My only problem with this is....we don't use this furniture as our everyday furniture. I can honestly say my husband and I have sat on it about 15 times no longer than 2 hours from this day and we don't recline it back in fact my husband is short and his head don't even touch that part where its splitting neither do I recline it back. We have a cloth recliner sofa that sits by a sliding glass door with a TV and table. We don't have kids or pets., there is no direct sunlight in that part of the house. So I don't understand why its splitting and its just the part I mentioned above. The rest of the furniture look very good. I expected it very closely. We keep a very clean and neat house my husband and I. ****** at Ashley Furniture store said, it don't matter who I talk to it will be direct right back to her. the number I called is ************* I did ask to speak to *** ****** ******* but he's not available to speak to I have sent pictures and my receipts. I just cant let this go, something just not right. I cant believe no one else is having the same problem with this furniture. Please help! Thank ***** ******

Desired Settlement: For Ashley Furniture Store to pay for having the backs put on or refund me back my money.

Business Response:

Use may not have played a part in the cracking after 4 years,  It may be possible it was drying out due to other factors, air conditioning could be a factor.  Some people are sensitive to air conditioning as it dries out their skin and eyes.  I can't be certain that was the case for your set, but an unseen reason might explain.  I see the purchase was made and delivered in late 2010.  There are no warranties that cover the parts or re-upholstery of any pieces.  As a courtesy we can get or purchase parts from the manufacturer when available, but any labor won't be approved after almost 5 years of ownership.  You were covered for this in the first year.
Often I use leather car seats as an example, you usually see it in ********* and similar vehicles where the back seats and the passenger seat have perfect leather, and the driver seat is all cracked and peeling.  All the seats are in the same environment, but the use of the driver's seat has removed the moisture and caused the cracking to start.  Often people use conditioners to slow this process down.
Below is an article found with a leather care company.  We don't recommend any products, but some of the information below is good. 

5 TIPS TO TAKE CARE OF BONDED LEATHER

If you are someone who loves the look of leather, then there is a good chance that you are interested in leather furniture. But maybe the price tag of 100% genuine leather is out of your budget. You may turn to bonded leather furniture, which is leather made from a mix of synthetic and genuine leather, bonded together to create a seamless look.  Many leather furniture pieces are made of bonded leather.

If you want to make sure your bonded leather furniture stays in good shape for years to come, consider these care tips. There are a few important things to remember when it comes to bonded leather and how to care for it. 

WIPING

Every week, make sure that you wipe your bonded leather furniture thoroughly with a dry cloth. This removes all of the dust from the furniture’s crevices. The dust, which is made out of very sharp small particles, can dull your furniture by scratching it over time. By wiping it away, you keep your bonded leather in good shape.

WET CLEAN

After you wipe down your bonded leather, you can do a wet clean if necessary. To do a wet clean, dampen a clean cloth with a very small amount of water, and use it to swipe the bonded leather very lightly. This removes the last of the dust, and the small amount of water prevents you from saturating the leather. After you are done wiping down the leather couch, finish the chore by finding another clean piece of dry fabric and wiping up any excess water.

CONDITIONING

From time to time, bonded leather should be conditioned in order to for it to remain smooth and supple. You can condition most bonded leather with ******* *****, but as always, we recommend spot testing first – some bonded leather pieces will have a higher level of synthetic material, which can make it difficult for a product like ******* ***** to penetrate. Unlike other leather conditioners, ******* ***** is designed to penetrate deep into the leather’s pores – bonded leather comprised primarily of synthetic materials may not allow that.

When you decide to treat your bonded leather with ******* *****, a small amount of the leather conditioner should be poured onto a lint-free cloth and then rubbed gently into the leather. Create a thin, even coat. Many of our customers use a paint brush as an applicator, or even their hands! Pay special attention to the areas where the leather sees the most wear, including any place where it is touched regularly. Also remember to drop to the floor and see whether the furniture might have been kicked or scuffed by careless feet.

TREATING SPILLS

Make sure that you blot up any stains immediately with a cloth. Blot until you cannot bring up any more of the stain; do not scrub as that can make the stain soak in. In many cases, you can simply blot the stains until they come up completely. If you cannot, look for a non-toxic leather cleaner. Remember that you should blot up the stains as quickly as you can. The shorter the amount of time the stain stays on the leather, the easier it will be to remove.

WARRANTY

Make sure that you keep the furniture’s warranty on hand. A good manufacturer is going to give out warranties with their items because factory defects do happen. With that in mind, always keep your warranties where you can find them, and refer to them for any serious damage.

If you are someone who has recently purchased a bonded leather piece of furniture, make sure that you know how to take care of it. Bonded leather can look great for years to come, so consider what your regular maintenance tasks should be. This can drastically affect the wear of your furniture.

ABOUT *** *******

*** ******* is the creator of ******* *****, an industry leading leather conditioning product used in a variety of applications.
****** ** *** ** * ****** ****** ******** ******* ********* * ******** *** ** * **** ** **** **** ** ****** *******


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

Consumer Response:

 Complaint: ********

I am rejecting this response because, Regarding my A/C it is kept on 72 or lower and during the winter the A/C is mostly on because that's the way my husband prefers it. So the A/C is not the issue. I wipe dust polish my furniture on a regular basis, so again that's not the issue. (I wish someone would could come out to my home and take a look at it for themselves. The first issue was 2014 and it probably started before then I just didn't notice it. There is no windows surrounding the furniture for sunlight to hit it. It's just a shame how only that middle part is the only issue of two backs and a third one getting ready to start. Again there are 6 pieces, if the price hasn't gone up from $150. We are talking about  $900. I have a green sofa recliner over 10 years old and nothing wrong with it and we use that everyday and sleep on it paid about  $799.

I did receive a letter from Ashley today saying; I'm sorry for your frustration with your purchase of Ashley Furniture. The letter went on to say; I'm concerned about your situation and since all issues as yours need to be handled on retail level, I am forwarding a copy of your letter directly to the **** ** ********* **** ** *************  ** Home Store for further review. 

So I guess I will wait to see what they will do.

This furniture should have held up much longer than this. If I had kids, dogs, use it as our regular furniture then they wouldn't have heard from me....but that's certainly not the case here. 

I feel as though I have thrown hard earned money out the door. Nothing in my house  is raggedy or damage but this sectional and I am very dissatisfied .


Regards,

***** *****

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought couches and chair on March 16, 2015. When delivered the chair was not the one they had on display. The one on display was a recliner and the one we received was not. That was fine. Did not contact store. Within a week or so flyer came out and same couches and chair were on sale. Went into store On April 4, 2015 and received a credit memo signed by store manager. Credit memo was for couches only ($216.14). Chair was not on credit memo. Received next bill and this credit was not on there. Assumed it might take a billing period or so. Next bill came and had not been taken off. Went into store Friday May 15, 2015 around 4:30 or so and spoke again with store manager. He asked one of the ladies behind counter to call ****** who apparently picks up these memos but apparently she would already be gone at this time of day. They made a photo copy of my credit memo and again the store manager made a note to check on this. Well I received my bill this month and credit still has not been issued.

Desired Settlement: I would like them to credit my account.

Business Response: We apologize for the delay, accounting has verified that the store did process the credit correctly and they are behind on issuing it to your account.

Please allow 48 hours for processing.  I am sure you could call the financing company on Monday and they would be able to see the credit.
Again, sorry for the inconvenience. 

6/15/2015 Problems with Product/Service
6/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This issue is the second time this has occurred to us. We purchased new living room furniture twice from this Ashley Furniture Homestore over the period of the last 10 years. We were encouraged to buy an extended warranty each time. We should have known better when their extended warranty company declined us the first time, but during this purchase, our salesperson promised they had a new company and there would not be any issues. We lost over $2000 between the 2 purchases as there is now a problem with our newest furniture that is not even 2 years old yet. We wee told we purchased top grain leather (real leather) and that everything is covered but intentional damage and if bleach got on the furniture. We were told something similar the last time when we purchased microfiber furniture. Both times these extended warranty companies worked diligently to find some way to decline claims. We have been given all kinds of excuses, they never return phone calls, and basically rub it in that they have your money with no way to get the issued resolved. The philosophy is ignore it long enough and it will go away. I tried dealing with numerous people at the store, including the manager. My most recent contact was with ******* and **** who really did not care about this issue. There was always some excuse as to why they did not have time to talk. Customers in the store are MORE IMPORTANT then ones on the phone. I have also been left on hold for over 15 minutes several times and no one ever came back. Sometimes they do not even bother to answer the phone at all. They have an answering machine, but do not return calls either. When I asked to speak to a manager, I am told, there is not one there, they are in a meeting, they do not talk to customers on the phone, and customer service issues are not their responsibility. You name itm they do not do. They refer you to a Customer Service Manager named "*****" who really is a ******** and does not care. I tried to talk to her, but all she does is insult customers and basically could careless about customer issues. She told me is was the customer's responsibility to know everything about extended warranty issues before purchasing. They store just wants to give me to her and at this point, that is pointless. I never had the intent of asking for anything more then we paid for. My mother and I bought this furniture in good faith and expected the company to live up to what were were told by the salesperson at the time of the sale. From what I have been told, no one cares what the sales person says as long as they get the sale. My mother is a senior citizen and was a big part of this transaction. It appears this Ashley Furniture Homestore and their Extended Warranty Company do not believe us. I know there are 2 sides to every story and I am sure their recollection of this issue will be totally different. At this point, all we want is for our damaged sofa to be taken care of as we were told it would be or get all our money refunded in full for the extended warranty policies from both of these transactions. I am also filing a complaint with the ******* ******** ********* ****** and have contacted Ashley Furniture's Corporate Headquarters Consumer Affairs Department through their headquarters phone number in Wisconsin. My mother and I feel that we were ripped off and it is a shame that this world has forgotten the values of Customer Service that was in place during the 1980's and 1990s.

Desired Settlement: Replacement of the Damaged Furniture ot Full Reimbursement of All purchased Extended Warranty Policies because neither Ashley Furniture Homestore or the Extended Warranty Company stands behind their policies. We never received any documentation and the Salesperson obviously mislead us both times in what is covered. Both my mother and I take offense to being told we are to know the full ins and outs of this company's extended warranty policies. Customer have to trust in their salespeople not to mislead them. Managers of both companies need to take ownership of all Customer Service Issues and not laid it on someone else ir home if it is not addressed, it will simply go away.

Business Response: I have put a request in with the warranty company to re-review the claim.  Again if we can clear the claim with either the manufacturer or the warranty company we will.  We currently have 20 customers with orders of new furniture that the ********** ******** ********* are covering because of approved accident claims.  One for over $4000 retail and 6 right at or over $2000 retail each.  When an exchange isn't available and new merchandise is required the sales team makes a commission on each of those claims.  It's a positive opportunity to have claims approved.  

To review the purchase (your copy of the sale and delivery receipt will reflect the same)
On 5.13.13 a purchase was made.  Sofa 999.70 Loveseat 950.00 Chair 725.00 Ottoman 325.30 Cocktail Table 290.00 (2) End Tables 460.00 Protection Plan 449.99 Sales Tax 293.99 Delivery 349.99 Total 4843.97.
$643.98 down payment and a balance of $4199.99 to be financed.  Signatures on the credit card slip, invoice and finance paperwork.
We received a fax confirming that changes needed to be made to the invoice.  
We removed the loveseat and added a second sofa -950.00 +999.70.  We removed the Cocktail Table and (2) End Tables.  We lowered the Protection Plan from $449.99 to $349.99.  We lowered the delivery charge from $349.99 to $269.99.  (less furniture less protection and delivery)
After change the final total was changed from $4843.97 to $3892.43.  The total was covered with the down payment of $643.98, credit $246.08, and $3002.37 was financed.
On 6.01.13 we have a signed delivery slip for $3892.43.
(2) 999.70 Sofas, 725.00 Chair, 325.30 Ottoman, 349.99 5 year plan, 269.99 delivery, (sales tax 222.75)
You are correct, I quoted the incorrect amount, the amount paid for the second warranty, because of the credit, was $128.41 including tax.  
If you believe the protection plan on this sale was not presented correctly we can refund you what you paid for it.  It will prevent you from making any future claims on your furniture.
We have a signed delivery receipt from 6.01.13 that states "I have received and inspected all of above merchandise (or work performed) complete and in good condition except as otherwise notes."  We also have a signed delivery receipt for (2) new sofas on 8.01.13.  So within those two months a call and claim were made and the final result was two (2) sofas were delivered to you.  
We have a history with you of providing credits toward your purchase, making sales changes to fit your needs, and making exchanges for poor stitching.  
Again I completely understand if you believe you paid $1000 to have your purchased covered, you would expect more than accidents to be covered.  
I have the original copies of everything *******e ****** signed.  If the BBB, State of Florida, or Ashley Corporate requests them we can provide.  All invoices and delivery slips are line item priced so it's clear on what the protection charge was.  The fax also was signed that was sent with a copy of the 2007 invoice requesting the credit be applied to the new order. 
If you would like the refund for what was additionally paid on this transaction for the protection plan please let us know, if we discover through review of the claim the warranty company will provide service we will update you.
Thank you.

 


Please add to the ******’s response on rejection.

 Mr. ******,

 

The protection plan company was contacted and questioned on their denial of claim for peeling on top grain leather, which is covered under the warranty.  Their notes stated the cause of damage was from normal wear.  Normal intended use will cause normal wear which is not covered.  We are not quite sure how they got to that conclusion, but it may have been how the issues were presented.  They have approved the claim under peeling of top grain leather.  They will be contacting you to see if repairing the issue area is available.  If it is not repairable, replacement parts, complete replacement or credit should be the next available options, in that order.

 

We apologize for the inconvenience.

 

Thank you.

 

 

Consumer Response:

Again, this issue is still not corrected and at this point "seeing is believing".  My mother and I did notice issues with the furniture at time of delivery - that was notated at time of delivery, but your delivery company made her sign the delivery receipt anyway and notes were made about damaged pieces.  Corrections were made - although we were not completely satisified because there were still minor issues with the furniture when replacement parts were brought to us they took the sofa apart and replaced parts of it.  At the time of the "correction" your delivery company told us this was as good as it was going to get.  At that point, we had no choice but to accept the situation as is because it was non-refundable.   Also, at that point we had wished we never purchased anything further from your company.  Again, we asked about the extended warranty and was told everything that our sales people promised us was in effect even though we received no paperwork from anyone quite convenient.  Now there was a message on my answering machine left this past Friday from the extended warranty company stating that all in the sudden they had re-evaluated our claim.  Imagine after being told we had no leg to stand on - now all in the sudden they were re-evaluating and now seeing what was available and possibly could be done.  However, the message also stated it could take time to see what pieces and parts were available and it might take quite some time to locate what was needed.  What we are wondering, why is there all in the sudden a change that we now qualify under the warranty - this makes both myself and my mother very suspicious as this extended warranty company was standing firm that nothing we had was covered because it was not Top Grain Leather.  Of course they never called me as promised and saw no need to do so - I was the one that had to do all the leg work.  Sound familiar - your company behaves the same way.  Also, both my mother and I are still not confidant that anything is going to be done if I agree this issue is now resolved.  It still is not and I still want to speak with senior management because neither of us believe your company or the extended warranty company will stand behind what we purchased for any issue.  We will only accept once the issue is resolved to our satisifaction.  I would not be pushing this hard if your sales people did not advise us that we were covered for everything unless it is intentional damage or bleach - neither of which is the case.  It is amazing that there is still no real customer service and to get anything done, a customer has to resort to measures such as the BBB, State Attorney Generals Office, Consumer Affairs, and the TV Stations.  Neither myself or my mother need this added pressure or stress, but are tired of being ripped off.   At this point, as I stated before - our desired result is to have all our furniture in "Like New" condition as it should not go bad just by sitting on it in with an age of less than 2 years.  If nothing happens, we do want all the money back we paid for the extended warranty for all the furniture as it was sold to us under false pretenses and it would do us no good if your extended warranty company just looks for ways to get out of coverage.  This would make the policy on all the furniture worthless.  I do not trust and do not like your extended warranty company as it is apparent they are a very unethical company who is just in it to take money and look for ways to decline claims.  Also, as we stated, we are done with purchasing any more furniture from any Ashley Furniture Home Store and will never buy any Ashley piece from any other company either.  By your organization ripping us off, not proving real customer service, and not following through with promises or customer requests, we are now customers of your competitors.  We have spent quite a bit of money with your company over the last couple of years - 2 living room sets and 2 bedroom sets, but now that is done forever.  We are people that once a company does us wrong and we say we will NEVER come back, we mean it.  We also have since warned all our family and friends not to go to your company for anything as it appears your sales people purposely lie to make a higher commission and managers do not handle "customer service" issues as that is left to that wonder person ***** who takes up for the extended warranty company or makes up excuses as to why things cannot be done.  We will see what comes of this supposed follow-up from the extended warranty company, but at this point, as far as we are concerned this issue is not resolved.  Saying something is going to be done is far from seeing it is done.  Prove to us that this is going to be handled, but I will keep rebutting this issue until it is resolved properly and as it was promised at the time of purchase.  Also, I am still waiting for a call from Senior Management as requested because that is the very least that can be done.  There is nothing I dislike more is people in high positions trying to avoid issues when people under them do not care or follow supposed company policy.  ***** from your Orange Park Store that finally listened to this issue said she requested that Senior Management call me and I have yet to see that happen.  We have learned a valuable lesson from all this - NEVER TRUST Ashley Furniture or any of their Home Stores as all they are out to do is take a customer's money anyway they can and forget any customer service.  

Regards,

***** ******

5/22/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Along with my purchase of a dining room set in March of 2013, I paid an additional $199.99 for a Five Year Protection Plan and Extended Coverage which in the agreement, Ashley Furniture would registered our plan with *** ******** ****. We recently attempted to use our warranty coverage. Upon calling the *** ******** ****., they advised us that they found no record of my coverage plan in their system. I provided my invoice number and detailed order information and was told they would contact Ashley Furniture and would get a call back within 48 hours. After three days, I called again and they said they still have no record of our warranty and will contact Ashley again. It was been 7 days now and still no record of our warranty. I believe Ashley Furniture did not rigester or process my warranty that I paid for.

Desired Settlement: I would like a full refund of $213.98 ($199.99 plus $13.99 sales tax)

Business Response: All registrations should be automatic.  We have asked **** ***** of R*** ********* ******** to reach out and find out why ********** cannot find or resolve. 

I am unaware of an attempt by ********** to contact us with the information.  If they have reached out it could be to another Ashley Furniture HomeStore group and there could be the reason for confusion.
We will let **** ********e, who helps us manage the protections plans, take the lead and contact you.
We apologize for the inconvenience and please update us if you run into any other issues.

Business Response: We understand.  Surface scratches and wear and tear are not covered.  It's an accidental warranty so those issues would suggest the damage was done over time.  It would cover most household accidents.  

The warranty company stated they would provide service for your surface scratches, but you have declined.
So the fact that it wasn't initially registered or the belief it should cover all damages hasn't kept you from getting service.  
The remaining time left on the warranty would provide a $122.03 refund.  Please let us know how you want that processed.  If you would rather have the service please let us know and we can have the service company notified.
Thank You

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me. However, we were not given the opportunity to see the specifics of what this warranty coverage do to Ashley Furniture's failure to property register the warranty.  Also, Ashley Furniture misrepresented the coverage in the warranty at the time of sale. Even though we were offered service by the warranty company (which damage was not covered), due to these circumstances, I feel I am entitled to the full amount of the warranty in the amount of $213.98 (which includes tax).  Please have Ashley Furniture review the request to be reimburse for the full amount of the warranty.  

Thank you.

Regards,

****** *****

 

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

Additional Notes

Complaint: I purchased furniture from Ashley furniture in Feb Of 2015 it was deliver to my home in poor condition I purchased a power reclener a power recliner sofa and a power love seat with a console. The motor was not working when it was delivered the delivery person told me to call the store and they would take care of it I had to fight with them to get themto replace the chair all they wanted to do was send a motor and have some one come out and install it. I have had a problem with every piece of this furniture since i bought it. The sofa has material missing and the love seat is not working right. They wanted me to take a picture of the sofa and email it to them I took the picture and took it to the store.They said they would order a part and ship it to my home and give them a call it would take 4 to 6 weeks to come in I asked about the love seat and was told they would also order a motor I told them it was not the motor that the love seat made a noise like something was broken. I have tried to resolve this now I just want my money back. I found the furniture on line and made an appointment to go see it when I arrived at the store the sales person told me the furniture I was interested in was out of stock but they had some just like the one that I wanted of course this was not true either it was nothing like the one in the store.I spoke to a lady named ****** last week and she said she can see all the problems I have had and will try to get the company to let me reselect I never heard fro her again I called today and was told that was not an option I have not had this furniture even a month and have had nothing but misery for my money.The list just goes on and on not a single piece of this furniture has been in good repair since I purchased it

Desired Settlement: I just want my money so I can get furniture that is good quality I went to this company becase I thought the quality and service was good and neither are.

Business Response:

As I understand it the parts have arrived to your home.  We use a third party technician service to handle our service and shortly they should be contacting you to assist.  If they report their are multiple issue that can't be resolved or managed we are open to reselection or refund if necessary. 

We really need the technician's report to help support the claim for reselection or refund with the manufacturer.

 

 

 

 

Consumer Response: I have no parts at my home to repair this furniture and I think that considering the furniture was delivered to my home with defects and have had many others and is less than a month old when this complaint was filed it should be refunded. I do not want a reselection I will just have more lousy customer service and more problems with any thing else from your company. I have called many times and got no help from you to resolve these problems and now all the cushions are also going flat. On March 26 you informed me that a tech was coming to my house to install parts I told you I had no parts to install you told me it would take 6-8 weeks for parts to arrive. A report was made by your repair person and I wrote notes and he took pictures on March 27.His name is **** ************ The company name is *** ********* ********** *** and the phone number is *************This is just not right for you to keep my money and I have to deal with these issues with new furniture that I worked so hard and waited so long to get. I am a disabled person and have a very limited income. I went to Ashley because I heard such good things about your company I am very disappointed and have been lied to many times. When I went to look at the furniture I made an appointed to view it when I arrived the sales person told me it was out of stock but she had some just like the one I wanted which was not true.

Business Response: Technician reports states there is a tear on an arm that a part needs to be ordered for that he can fix.

The noise from the motor was fixed by you with a hammer.
Cushions are normal and not defective.
We can fix the arm and your furniture should be the same if not better than what would be shown in the showroom.

Consumer Response: I do not want this furniture repaired. The cushions are all going flat and look terrible and are very uncomfortable to sit on. I have had a problem with this furniture from the day it was delivered to my home with a burned out motor in the recliner.The sales person that sold this furniture to me lied about it. I made an appointment to go look at it and when I got there she informed me that they were out of stock of the one that I saw on line but she had some exactly like it in the show room. This is not even the furniture that I thought I was getting and I have told Ashley that over and over. Also furniture that is less than 3 weeks old should not need to be repaired it should be replaced or the money that was paid for it should be refunded. How would you like to pay $3000. dollars for furniture that the cushions are flat and the foot rest on the chair was stuck up in the air for at least 2 weeks before it was replaced. Now the sofa has holes in the side of it that just keep getting bigger every day and you say that it will take 4 to 6 weeks for the part to come in? I think your warranty is terrible I bought the extended one and I can see that I will be needing to use that many times unless I get my money back from your company which is the only thing that will make me a happy customer,but I can see Ashley has no regard to how they treat people.

5/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Went into store on 3/28/15 picked out furniture i needed for my new house and told them i needed it by 4/2/15 they agreed to atleast get me the beds by then, so i paid almost $7k and ordered it all and was told id get a call monday with the wednesday delivery time, monday came and went with no call or anything so late tuesday i call and get no response back and had to drive down to the store, only to find out that my order had been lost and all my furniture wouldnt be here until 4/22/15, so i talk to the manager and he gets me the mattresses coming but they wont be there till 4/4/15 and thats the best they can do, so i went home and me and my house guests slept on the floor for wed, thurs and fri nights. Saturday finally comes and the mattresses show up and one of them had the plastic ripped off and the mattress badly stained, delivery guy said i had to take it and so i did, then i call the store about it and get no response, so i have to drive down to the store again, they apologize and tell me they will get me a new replacement and to take pics of mattress and email them, which i did right away and contact the supervisor to be compensated and that they will call 4/6/15 about getting my new mattress replacement. Didnt get a call on 4/6 or the following 2 days and still have not heard anything also had to call and leave messages with supervisor but get no returned calls.

Desired Settlement: I would like to get a new mattress and stained one taken away, along with getting furniture sooner then 4 weeks and to be compensated for my troubles. if that isnt possible then refund my money and cancel my order.

Business Response: Delivery history shows all items were delivered before the signed Anticipated Delivery Date of 4/22.

Please let us know if the service is still incomplete.
Thanks

Consumer Response:

I would have never bought from you if that were the case, I was promised my mattresses by that Wednesday and got nothing, and ****** said he would get me a replacement mattress for the dirty one you sent and $300 off for my troubles

Regards,

**** *****

Business Response:

Below is part of an Email that ****** had sent to me.  The amount is different.  if this matches what you recall I can have our accounting department issue the gift card on our next cycle and it will be mailed to you.  As I understand it the store attempted to waive additional delivery fees and move up some items to be delivered sooner and that wasn't reflected in the invoice you signed.  I apologize for the mistake please respond.
"I spoke with the guest and I expressed my concern for his complaint. I offered him a $200 gift card for his troubles. He asked me if it could be taken off his purchase price and I explained that because he bought works packages it wasn't possible. He is fine with that and is willing to take the gift card. As far as getting his furniture in sooner, there are three items pushing this order out till at least the 22nd of this month for a delivery. I did not offer or promise him that his purchase will come in sooner, that would have to come from corporate because I can not change the date on HOMES to an earlier date in order to see if it will reallocate the furniture to him sooner."

4/29/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Do NOT trust purchasing furniture from Ashley Furniture. This is the most UNETHICAL place I've ever purchased any good or service from. They ILLEGALLY sold me Warranties with my furniture by stating that "The warranties are FREE, we'll THROW THEM IN FOR YOU". When I reviewed my Purchase Invoice, I was charged over $1,000 IN WARRANTIES. They stated that they were able to discount the price of the furniture BECAUSE of the WARRANTIES, which is highly ILLEGAL and UNETHICAL. The bottom line is I was told the warranties were FREE and being THROWN IN, but in reality, on my purchase order, they CHARGED ME OVER $1,000 IN WARRANTIES, which technically means I PAID $1,000 for WARRANTIES that were supposed to be FREE AND THROWN IN and their response is "ALL SALES ARE FINAL". Sales Manager ******* and Customer Service Associate ******* even admitted to me that it is common practice for them to PACK THE COST OF THE FURNITURE with WARRANTIES. Furthermore, the CUSTOMER SERVICE was HORRIBLE, THE WORST, as both SALES MANAGER ******* and CUSTOMER SERVICE ASSOCIATE ******* LIED TO ME REPEATEDLY about the DELIVERY of the furniture as well as the PRICING OF THE FURNITURE. DO NOT TRUST THESE PEOPLE, DO NOT PURCHASE FROM THESE PEOPLE, THEY WILL ROB AND MISTREAT YOU. Additionally, you can EXPECT your furniture DELIVERY to be DELAYED REPEATEDLY for MONTHS, even almost a YEAR. If you HAVE had a similar experience at Ashley Furniture, you should: 1) You should contact an LAWYER IMMEDIATELY for illegal and unethical business practices, specifically MISINFORMATION, PAYMENT PACKING, and ILLEGAL WARRANTY PACKING. 2) File a COMPLAINT with the BETTER BUSINESS BUREAU ONLINE. 3) Write a NEGATIVE GOOGLE REVIEW for ASHLEY FURNITURE detailing your experience as well as specifically naming the MANAGERS and ASSOCIATES involved in the sale. 4) Contact the CONSUMER FINANCIAL PROTECTION BUREAU (CFPB) and SUBMIT A COMPLAINT WITH THEM detailing your EXPERIENCE for UNETHICAL AND ILLEGAL BUSINESS PRACTICES. They will INVESTIGATE thoroughly including AUDITS of Ashley Furniture's records for DISCRIMINATION, etc. of other CUSTOMERS who have had SIMILAR experiences. It's time Ashley Furniture starts VALUING their CUSTOMERS and make CUSTOMER SERVICE their TOP PRIORITY, NOT MONEY. THIS HAS BEEN THE WORST EXPERIENCE EVER!

Desired Settlement: Refund the FULL AMOUNT of my purchase, which is $8,160.49 as well as other actions to compensate for my time wasted as well as the lies, etc.

Business Response: I am not following since your order seems to look like every other order we have.

You placed an order in February and at Point of Sale was given an Anticipated delivery date in March.
Due to weather and the dock workers strike on the west coast many items were delayed.  We attempted to deliver in late March, but you refused the items.  Didn't exceed a month or even close to a year as your complaint stated. 
Your invoice has line item prices so all items are showing prices.  You received discounts, listed on your invoice, that exceeded the price of the warranties so i can see where one could argue that the warranties didn't cost you anything additional.
You describe it as illegal if someone who purchases more receives a discount.  We see it the same as a retailer that has buy one get one for 50% off.  If you just buy the one it is at regular price, if you buy more then you would receive a discount.  By adding the warranty a discount was given to the furniture, the discount exceeds the price of the warranty which makes the warranty virtually free.
You paid up front so I don't understand the complaint on payment packing, usually this refers to a business that inflates the monthly payment knowing they will be adding more products before final paperwork is presented.  Our longer term financing is interest free so usually you would take the balance and divide by the promotion to get a payment.  So there wouldn't be any packing available to simple division.  
Your initials are next to "ALL SALES ARE FINAL.  Estimated Delivery Date may change.  Our Scheduling Department will contact you when your items arrive in Jacksonville."  We made the investment with manufacturers to get the products you picked in and you signed off on the contract and agreed to the price of the items.  Paid in full.  So we are ready to deliver.
Please contact us so we can complete out the delivery.
Thanks

Consumer Response:

I am rejecting this response because:

Unethical business practices as well as lying. I've already hired ****** & ****** and they're in the process of investigating Ashley Furniture and building a class action. Thanks! 

Regards,

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

4/8/2015 Guarantee/Warranty Issues
3/31/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We bought a $3000 piece bedroom suite from Ashley's on 2/20/15...we were given a delivery date of 3/11/15. I received a phone call from the supervisor of the warehouse this morning advising me that the delivery date would be Thursday, March 12, 2015 and that two items were not received and would not be available until March 17th. The woman I spoke with, ******** (not sure of the spelling) spoke very fast and I could barely get two words in. Once we hung up I called the corporate office in WI to advise them of the situation as we were prepared for a Wednesday delivery and this is unacceptable, they then advised me that I needed to call the local office at ###-###-#### as each store is individually ran, this was after a 15-20 hold. I called the number provided and received no answer, I then left a voicemail and received a call back within 10 minutes. I spoke to another women whose name began with an M, she told me there was nothing they could do I had to speak with the store I purchased the furniture from...she proceeded to transfer me to the store. I received NO answer and left a voicemail. I then called back 3 times in a 2 hour timeframe and I finally got a person on the line. She is the customer supervisor and her name is Jessica. I explained my situation again and she said at this point there is no way our furniture would be delivered Wednesday as it was received a day late from the warehouse....this is unacceptable. We were given an exact date of delivery, we were NEVER told that it may not arrive on the given day. This has completely put us out as we have no bed and have been sleeping in a hotel going on two days due to this. Jessica asked what she could do to make this right and I told her I wanted a refund of the delivery fee. And she spoke with the floor manager I assume and they said they could partially refund the fee, unacceptable. I then received a call from ***** with whom sold us the furniture. She called me from home as she was off because earlier in the day my husband called the store up in arms as this issue is unacceptable. She explained that when she put in the date of the delivery it gives her an option and that it does not tell her if the items would be late or not. BUT if that were a possibility then that is what we should have been told when we bought the items. And also, that they may not all be received at the same time. We were told none of this. What we were told is that we would receive our items Wednesday, March 11, 2015 and I would get a call the day before with a 3 hour window delivery time. There was nothing "tentative" about it. I am livid to say the least.

Desired Settlement: I want a full refund of the delivery fee to the card that this furniture was purchased on as well as a credit/discount for all of this trouble that Ashley's Furniture has caused us.

Business Response: Customer signed invoice on 2/20/2015.  Printed on the invoice was ANTICIPATED DELIVERY DATE FOR 03/11/2015.  Also Printed ALL SALES ARE FINAL. Estimated Delivery Date may change.  Our Scheduling Department will contact you when your items arrive in Jacksonville.  Complaint was sent to BBB on 3/10/2015 after the Scheduling Department notified the guest that there was a delay. 

Our records do show customer has taken delivery of all the items.  All items, except for a TV stand, on 3/12 and then the TV stand was delivered on 3/20.  Both delivery receipts signed.

We apologize for any delays it wasn't our intent on 2/20/2015 to give the customer a date we didn't intend on delivering on, we are aware that things may happen delays, damage, etc.  We notified the guest as soon as we could of the delay. 




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 for the most part as long as the gift card is not for the business the complaint is for as I will not likely shop there again. 

Regards,

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

 

3/26/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a leather living room set less then a year ago. I called the store to report a problem with cracking and staining, the took my information and asked I send pictures. I was told the furniture was still under warranty. They sent me 3 replacement pieces without calling me. I waited a couple of days and called to let them know I received these items. They said a service tech would be calling me to arrange to repair. The tech came out 2 1/1 weeks later and said that he did not have time to repair. After he looked at the cushions that were sent he determined that they were the wrong color. He said he was an independent operator and would submit a report in a couple of days, and I should wait ti contact store. He suggested I speak with the **. I called the store 3 days later and asked to speak with the ** regarding the report, the person on the phone told me hey would call the service department and let me know what was going on. She called back 20 minutes later and said that I had refused service and they could not send the tech back out, also that my furniture was purchased as is as a manager's special and I should not have been told it was under warranty. I explained I did not refuse service and that I was told on the phone and never told at time of purchase that there was no warranty. I also explained that at time of service that I was offered extended warranty. I asked to speak with ** again and she said she would leave a message to contact me. It has been 7 days without a call and I contacted corporate through email over 4 days ago without a response.

Desired Settlement: I would like the furniture repaired or a replacement offer. I would like to speak with ***** or a ********** regarding this matter. I would like a copy of the paperwork they have that states as is and no warranty offered.

Business Response: Will you please provide additional information, copy of the receipt?  Was the sale under another name?  I was able to find bookshelves that matched, purchased as floor model manager specials, but not upholstery.

It would seem the standard process would be if you were having an manufacturer's issue to send parts first, and we would send a third party installer to change covers.  Did you notice the parts sent were not the matching color?

Was the process managed by Ashley Furniture or a Third Party Warranty Company such as ******* or ********?

Thanks

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: I have contacted the store in the past. The information on my account is incorrect and I have attempted 3 times now to get it corrected. w third part vendor came out to replace the cushions that were sent by Ashley. The report number for the service is ***** from the service specialist company. 

 The account is under the name *** ******* because that is the address that the furniture was shipped to, I however am the person who purchased the furniture and is paying for it. If the look up the account ivy checking the phone number it was under at time of purchase it is *** *** ****.

 I have spoken to ******* a person who only identified himself by the first name and said he was a *******. I spoke to him on Friday 1/23/15. He said he would callback but as of today 1/27/15 he has not. I spoke to the warranty company that I purchased from Ashley and they said they could not help me because the product is under manufactor warranty until 1/31/15. I started the process back in November and am concerned that the warranty will expire before anything has been done by Ashley.

Regards,

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

3/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I cannot recall another instance when I have felt obligated to take an issue this far but in this particular situation I believe this action is warranted. I will start from the beginning, though this is lengthy and thorough, I think this will help paint the picture of all the interactions involved in my dealings with Ashley Furniture. My wish is that it didn’t have come to this but I do feel that I deserve to receive the furniture I ordered and purchased. I certainly hope that this does not happen to any future customers. The stress and frustration has been needless and exhausting. I was very happy and excited to go furniture shopping because this is the first time I have ever been in a position to buy brand new furniture. I and my family patronized Ashley Furniture Home Store at 4621 River City Drive, Jacksonville, FL 32246 on 01/07/15. After looking around I found some ********* ******* Recliners that had electric reclining mechanisms. I was excited to find these electric recliners because sometimes it is difficult for me to tilt back and sit up in manual recliners. The ********* electric recliners in the store were also a great size and I thought they would fit nicely in my small living area. Not long after testing the product a sales associate, ****, came over to assist. She was very helpful and stated she had just bought these same recliners for her son at Christmas. I explained I was happy to find smaller recliners that were electric because it makes it much easier for me to get up and down. I asked about the price of these recliners and was told they were $275.00 so I decided to go ahead and purchase two recliners as I was not sure if I could fit more in my space. I told **** that I wanted two just like these. She eagerly helped me with this purchase and worked very hard to get me a $10.00 discount on the delivery fee of $129.98, which I appreciated. As most sales associates are trained to do, she encouraged me to also get the extended warranty which would cover material, electrical mechanisms, etc. I told her I wanted to bypass the warranty for now but asked if I would have the option to add later as long as I did it before delivery (i.e., within the next few days), because I thought I might also add another recliner but would need to measure my space first. She stated this would be fine. The order was written up for 2 Zero Wall Recliners: 2 @ $275.00 + $119.98 delivery charge + $38.50 state tax = Total $708.48.I left anticipating my new purchase. I did go home and measure my space and realized I could fit 3 recliners so I returned to the store on 01/10/15 and purchased an additional recliner and also decided to add the warranty on all 3 recliners. **** was really great in assisting me with this change. While she was able to add the warranty for all 3 recliners, I was notified that I would be required to pay an additional $59.99 delivery fee on top of the previous delivery fee I had paid even though all 3 recliners would be delivered at one time. The total on this date was $275.00 1 Zero Wall Recliner + $59.99 delivery up charge + $159.99 warranty on all three recliners + $30.45 state tax = $525.43, making for a total investment of $1233.91 from both purchases. I was given a delivery date of 02/10/15 because the recliners are made to order and was told I would be called to schedule a delivery date. On 02/06/15 @ 1:46 pm I received a call from Ashley Furniture letting me know that my order would not be delivered on 02/10/15 because the chairs were on back order. The representative explained that the tentative delivery date would be after 02/23/15 but could even be up to or after 03/09/15 because the chairs I ordered were out of stock and would need to be manufactured. Like most people I did not want to keep having delays with something I ordered but I understand these things happen sometimes. In this situation, you’re basically stuck. I had not heard anything for several weeks so on 02/25/15 I called Ashley Furniture to see if they may have an estimate of when I would be receiving my delivery. A very sweet young lady, *******, assisted me and stated one of the recliners was complete but they would have to wait for the other two to arrive at the warehouse and then the recliners would have to be inspected. On 02/28/15, the scheduling department called to set up delivery date for 03/01/15 between 1:00pm-3:30pm. On 03/01/15, the delivery truck arrived around 1:45pm. I had the area taped off for the recliners and had an extension cord hooked up so all 3 recliners could be plugged up to the outlet on the same wall. The delivery driver came in to assess where the chairs would be positioned and I asked him if the extension cord I had would be sufficient. He got a strange look on his face and stated I did not need an electric outlet for the chairs. I told him that the chairs each had an electric cord in the store so I figured I would need 3 electric outlets. He stated I did not understand him because what he was trying to explain was that the chairs he had on his truck were not electric they were manual. I insisted that these were not the chairs I had ordered in the store. Actually I was not even aware that manual recliners were offered in the ********* ******* brand/design. I didn’t even know this was an option and I certainly did not order the manual recliners! The delivery driver called in to the store/warehouse to explain that the store had ordered the wrong recliners. He apologized profusely and said the lady he spoke with stated I could keep the manual recliners until my correct order could be delivered as long as I keep them in like new condition. I thanked him for the offer but stated I would prefer to just get the recliners I had ordered and paid for because I did not want to be liable for chairs that were not really mine. He said he understood and told me that someone from the store would be calling me very shortly to address this issue. From my conversation with the delivery driver, I gathered this situation happens much more frequently than it should. I did not hear anything for over an hour and I was concerned and wanted to get this situation dealt with so I called furniture store and was told someone would call me back later. The representative who contacted me a while later began with an accusation as in, “I’ve received notice that you refused your order.” I was completely blindsided! I explained to her that I did not refuse MY order; I just did not accept the incorrect delivery of manual recliners because I ordered and paid for electric matinee recliners. She proceeded to tell me the manual recliners were what I ordered and paid for. I explained that the ONLY chairs in the store were the electric recliners and when I ordered them I excitedly pointed to the electric Matinee recliners and said I want these. I explained that I should not be held liable for an error the store made during the ordering process. She told me I had signed off on the order. I said yes but the order only states that I ordered “Ashley 8740129 Zero Wall Recliner(s)”…nowhere on the invoice does it state I have ordered power vs manual recliners. Of course I am not familiar with Ashley’s model #”s, so I, as any customer would do, relied on the store/sales associates to order the correct recliners. I did not even know I needed to be specify between power vs manual because I did not know manual recliners existed. Zero wall from what I understand basically implies space saving and does indicate if a product is power or manually operated. I felt it was unacceptable to make a customer responsible for an associate’s error(s). I asked to speak with a manager and was told they were unavailable at the time but would call me back. I have asked on several occasions to speak with a manager regarding this issue and have been unable to thus far. On 03/03/15 @ 3:34pm I received a call from ******* to follow up on this issue, not a manager mind you. She stated that I actually paid for the manual recliners because the Power Matinee recliners were $375.00 each and I would need to pay the $300.00 difference before she could re-order the correct recliners. I explained to ******* the same conversation I had with the previous associate in regards to I had no knowledge of any manual recliners. I simply ordered/requested the electric (power) Matinee recliners that I sat in at the store. I was not notified and nowhere on my paperwork is there any indication of a distinction between manual vs power. At this point, I am really tired of explaining this same concept over and over to no avail. Soon after ******* and I hung up, I received another call (03/03/15 @ 3:41pm). I figured this would be the manager following up but it was ****, the sales associate. She apologized for the miscommunication and error with the order and offered to pay half of the difference out of her own pocket, which would be $150.00 each. I was actually so saddened that instead of a manager attempting to right this situation, a sales associate is offering to pay half because she wanted to keep my business and ensure I received what I purchased instead of the store's policy to simply cancel my order and issue me a store credit. **** stated it was just an honest mistake. We are all human and I can overlook a mistake. **** and ******* were absolutely wonderful, genuinely helpful and motivated to resolve this issue. My distress is with the store's unwillingness to rectify the situation without forcing me and/or an associate to pay for an ordering process that is ambiguous. Why not instead make the situation right and use this as an opportunity to provide store associates with clarification on the ordering process? I greatly appreciate and admire ****’s courage and integrity but as I told her I honestly feel this is something the store should correct and be responsible for because there should be a clearer distinction with these recliners. I was humbled by ****’s offer and accepted to pay the remaining $150.00 but still wanted to speak with a manager. ******* called back at 4:48pm and stated she was trying to make the figures work but would not charge my credit card until the manager called back and spoke with me. As of today, 03/05/15, I’m still waiting on this call. The time between purchase and delivery was a little over 2 ½ months, so there was ample time to confirm my order. Again, I keep repeating but, I was unaware manual recliners were an option so maybe the distinction between power vs manual can be better explained to future purchasers of these recliners. I will certainly not be doing any more business with Ashley furniture. What a shame because I have I an entire home I will be needing to furnish as well as several family members that will be needing new furniture soon. From my experience, Ashley furniture is ok with losing business and has been negligent in finding a solution that didn’t require me to pay for their error. If I had done my due diligence prior to purchasing this furniture, I would have chosen to go to a different store. Others feel the same way and have had similar experiences according Yelp reviews (and others) who only gave this store a 1/5 stars. Maybe companies like Ashley Furniture should have a little more pride and acknowledgment as to the experience their customers have in dealing with this store. I simply want to be treated fairly and receive the products in which I believed I have bought and paid for. I truly hope that Ashley furniture will consider this deposition so as future customers are not so negatively affected. Thank you for your time.

Desired Settlement: I would like to receive the 3 electric/ Power ********* ******* Zero Wall Recliners that I purchased from Ashley Furniture HomeStore within 2 weeks from today. I now understand that the power recliners are $100 more each but I was unaware of this when I initially purchased. Because of the lengthy delay, uninformed communication/miscommunication/error on the store's part, I would like to have this difference waived in full. I honestly believe this is a reasonable request. Thank you for your time.

Business Response: We apologize for the miscommunication.  We see that what was attempted to be delivered matches what was signed for and paid for.

Unfortunately with the number of stores and sales associates we have we cannot make it a habit to give customer's items they didn't pay for these types of mistakes.

We feel a full refund and cancellation of the sale needs to happen.  Please let us know if we can process.

We understand our prices for both the power and non power are aggressive, if you still want the power from us please let us know and we can send you a revised quote or invoice.

Thank you,

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

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (cancellation and full refund) is satisfactory to me. Thank you.  

Regards,

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

 

3/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture from this store on January 31st, 2015. Initially I was told that the furniture was going to take approximately 6 wks to receive. AFter stating that I had no desire to wait that long the *********** advised me that they could get everything but the nightstands within 2 weeks and that the mattress would be ordered the follwing week (moved into a new house and was sleeping on the floor) The nightstands were to still be backordered until march. I agreed to this. I was told by the ******** that matresses were ordered 3 times a week and it would not be a problem to get the matress in with in 5 days (how could I possibly know that if I hadn't been told). The following week on Thursday I had not received any calls about delivery of the mattress. After contacting the store I was told that no matress was ever ordered to be delivered that week. Frustrated but understanding that things happen I left the matter alone and was told that EVERYTHING except the night stands, would be delivered on feb 12th. On feb 12th I was delivered a headboard, footboard, mattress, box spring, media center and "loaner frame." What was not included was the bed rails to put the bed together. I went to the store and spoke with a ******* who tells me the bed rails were not ordered and apologized for the mix up. It was also discovered that I was overcharged for the mattress and charged for the loaner frame. The ******* kindly refunded part of the delivery charge as well as the over charge. She then proceded to tell me that the bed rails and nightstands would be ordered and delivered on 2/25/15. There was a witness with me that understood the same thing. On 2/2415 I had not been contacted about delivery so I had contacted the store. I was told that the furniture would not be delivered until 3/5/15. The lady I spoke to says she will put a request in to get the remaining pieces sooner. After thinking about the whole situation again I decided that I did not appreciate being roped into making a purchase that I would not have made in the first place a month later if I knew I would still be without a bed. I called the store back and asked to speak to the *******. The same lady picked up the phone and told me she would have a ******* contact by the end of the night. I got no response. I attempted to call the store again today and was left on hold. I called back again a few minutes ago and was told that the request to have the furniture delivered sooner was denied. I wsa also told that NOTHING could be done since I had signed the original receipt that said I agreed to the delivery date of 3/5/15 and that no refunds were permitted, EVER. I am exteremely frustrated that I was duped into thinking that I could believe anything that this store has told me. Apparently the art of verbal agreements has been lost in this company. While I did agree to the nightstands only being delivered 6 weeks after purchase, I was something different every time I called back.

Desired Settlement: I am not entirely sure what will make up for this huge inconvenience, but something needs to be done whether it be accepting the furniture back for a full refund or deeply discounting the price of the furniture and issuing a refund.

Business Response: I apologize for all the confusion.  It seems the store was attempting to get you items faster than the contracts stated. 

I pulled your signed orders, both from January 31st.

One order had an anticipated delivery date for 2/12/2015.  Queen Mattress Set, Headboard, Footboard and Media Chest.  I see you signed the delivery slip on on 2/12/2015 for exactly that.

On the other order was an anticipated delivery date for 3/6/2015.  For a Showroom Sofa, Queen Rails and Two Night Stands.  I show you picked up the sofa on 2/1 leaving the Rails and Night Stands to be delivered on or before 3/6.

I understand you are frustrated that we haven't been able to go above and beyond what you signed up for in the beginning, but to our credit we have been able to support the original contract.

We have an all sales are final policy because we don't stock furniture in ************, but receive it from the factory and warehousing in ***** ********.  We have been experiencing a lot of delays due to terrible weather in that area, which is most likely why we were not able to get things done faster than what was originally agreed to.

As of 2/26 the other pieces are still on track to be delivered to ************ before your 3/6 anticipated delivery date. Rails are due in between 3/3 and 3/5 according to the manufacturer's website.

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


Consumer Response:

 Complaint: ********

I am rejecting this response because:

I did not receive any resolution of this problem.  There was no solution to this problem set forth by the company other than to say "Sorry, you will you have your furniture in another week." I don't think they understand my issue.  I was about to go to another store to purchase furniture when the sale person tells me they will have everything but the 2 nightstands by the 12th and that I would have a matress by 2/5/15.  The remainder would be delivered 2/6/15 so I agreed to those terms.  I did NOT receive a matress until two weeks later and I left that issue alone becuase I understand things happen despite the fact I slept on the floor for a week and a half.  I was also not told that I would be charged for a loaner frame (I did not agree to that).  In addition, I was NOT told that my bed wouldn't even be able to be put together because the bedrails werent ordered.  I feel as if I was told "what I want to hear" just so the sale could be made.  I would definitely have gone somewhere else to purchase furniture had I known that what I was being told  was not accurate. 

 

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

3/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To Whom It May Concern, I recently purchased goods from the Ashley Furniture selected on this complaint. We were given a promise from a store sales representative promised us a delivery date of no later than February 25, 2015. I called a week and half prior to the promised delivery date, and they told me the soonest we would have would be march 4th, 2015. Then Ashley Furniture offered to delivery half of the furniture on the original delivery date. At this point I am frustrated and was lied too, and falsely advertised by a Representative from Ashley Furniture. The delivery date played a key factor into our decision for purchasing the furniture, and I was given an verbal agreement on the delivery date from a representative that was not met. At this point and time I would like a full refund. Their contract has two signatures, one for the order acceptance and one for the actually receiving of the goods. I never received the goods, and I will not set a delivery date for the goods, and the contract says the have ten days to deliver the furniture. Therefore by me not receiving the goods and them not having my signature, this contract should be voided and I should receive a full refund with out any stocking fee. Please, I see complaint after complaint for this company after this experience, please help the consumer from this ruthless company. I can provide copies of the contract and order numbers if needed, and I also have a witness to the Verbal agreement and to this whole entire interaction. Best, ********* ********

Desired Settlement: Refund, and a hit against this company's ratings. You will find that this company often abuses the system.

Business Response: I believe this complaint was written by **** and not by *********.

As I understand it ********* came back to the store and decided to take a split delivery.  She also decided that the rug originally picked out wasn't what she wanted and chose something else that will be delivered with the backordered piece.  So there seems to be a silver lining to the delay that allowed ********* to make a change that she thought would better fit her room.


3/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am sending you this complaint in regards to the experience that me and my wife experienced at your store on 2/21/15 while we was trying to purchase some living room furniture. The sales person was ******* ******** the ******* that was involved was ****, your employees ran a scam on me to get me to purchase furniture by telling me one price but changing it to a higher price that I did not agree to after I signed the paper work/ Invoice, and when I noticed the errors that they charged me I immediately called both the ******** and the ******* on the phone but they refused to come to the phone to address this issue, and when I did get a chance to talk to ******* he stated "that he got money to make". They both are and was very rude and unprofessional to me the customer, I have never in all of my years of buying anything been treated the way that I was treated at this store. I called your ****** **** store to get help with this situation since your ***** **** store was so rude, and the lady on the phone was nice enough to look up my account and she stated to me that she could see the mistake that was placed on my invoice /bill ,she also stated that she could see where I was overcharged she also advised me to contact you all via your cooperate website but as of today 2/24/15@826pm no one has reached out or contacted me or my wife to address this situation. Your assistance in this matter is greatly appreciated.

Desired Settlement: Due to the dishonesty of your workers I would like for you to cancel the entire order sales#********* in the amount of 1,772.74 , I would also like a phone call *** ******** for confirmation, Thanks ****** *******

Business Response: Can you explain further what your expectations were?

I show a Sofa, Chair and Ottoman priced in the showroom at $1645.97 for the three pieces during the Presidents' Day event.

I show you paid no down payment, 12 months financing, and ordered the Sofa, Chair, Ottoman, 5 year accidental protection plan, delivery and tax for $1772.74.

For guests that took advantage of longer term financing and no discounts they would have paid $1645.97 plus protection, plus delivery, and plus tax.  Pushing their total above $2000.

$1761.19 would be regular price plus tax, another way to look at it is that you are getting protection and delivery for about $12.00.

Thanks

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

Consumer Response:

 Complaint: ********

I am rejecting this response because: your *******  **** told me and my wife that delivery charges would be 100.00 and the protection would be 200.00 but when it came time to initial and sign for the purchase and they gave us our receipt and copy it showed 200.00 for the delivery and 399.00 for the protection. I started to walk out the store but I turned around and I confronted the ******* **** and the ******** *******, the ******* **** replied that I had to do it like this so that you could get the deal. I was angry and left the store, I do not want anything from your store but a full cancellation , because your ******* was not being honest.  And I'm sure he deceived other customers as well.

Regards,

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

Business Response: I am not understanding how you left the store if you knew how the transaction and discounts were written up.  The initial complaint suggested you didn't know until you got home, now you are stating you knew before you left. Because **** could not actually reduce the price of the delivery charges and protection plans on the invoice he reduced the price of the furniture to make the bottom line work in your favor.

By not cancelling it right then we have already processed the order with the manufacturer and that's why we have you sign the invoice stating that all sales are final.

Is there another reason you are wanting to cancel now, instead of cancelling when you weren't approving of how the discounts were applied, on the invoice, in the showroom?

Consumer Response:

 Complaint: ********

I am rejecting this response because: before I left the store I did reply to Mr. **** that this is not what we agreed with, I only signed the papers after I was informed by **** that it was  100.00 delivery fee and 200.00 for the warranty plan, and he told me  to initial two places and sign. I did not think that a ******* would change what he quoted to me and my wife after he quoted a different price , I did try to cancel the order before I left the store, but when your ******* continued to try to  over talk me I did not want to make a scene in the store because other customers was observing, so less than 24 hrs I called and spoke with the *********** to cancel the order, and he replied only the ******* can cancel purchases, but the ******* would not come to the phone after multiple attempts to speak with him. So this left me with no other choice but to reach out to the corporate office.

Regards,

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

Business Response:

Company's response below:

 

From: ***** ******* ***********************>
Date: Thu, Mar 5, 2015 at 11:49 AM
Subject: RE: ****** ******* # ********
To: ***** ***** *********************


 

The store he purchased from let me know they reached out to him last night to inform him we were canceling the transaction.

 

*****

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,

 

****** *******  

 

3/4/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We came and bought furniture back in 2013 from this store. Our sales lady and the manager there helped us get the best deal while we were there. Their main selling point was the extended warranty. They said "this will cover everything. If there is a scratch, dent, and etc. for 5yrs" this is why we bought it. So come 2 weeks ago when our couch and love seat started coming apart we were told to contact our extended warranty company. We are being told today that "we are not covered cause our couch is not top grade leather" never were we told that there was conditions to what is covered when we got the warranty...also when I first called in about the issue the extended warranty company never said anything about it either. I called back over to Ashley Furniture and was told by a customer service rep. that what the extended warranty people told me was false. So I called them back again and advised the rep what I was told. They said its in my warranty and they cannot help. I feel that we have been more than once mislead and lied to by this company.

Desired Settlement: I want my couch and love seat fixed. If not they need to come pick up this crap furniture and reimburse us.

Business Response: Our warranty representative will reach out to you to resolve.

The protection plans we sell don't cover everything they cover almost all accidents caused by people under normal use.  They will also cover some pet accidents.  As i understand it the issue wasn't caused by an accident.

So if it was a tear, dent, scratch, puncture, spill, etc, due to an accident, we would have the warranty company repair or replace. 

Thanks


2/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sunday January 11th I visited the Ashley Furniture store in the **** ******. I selected some items and was given a purchase order with purchase price and everything. I was uncomfortable with the purchase order and when I was to put my down payment, I made it aware to both the ***** ********* and the ******* that I was not fully on board with the transaction. The ******* (*******) gave me 48 hours to have my husband view the purchases and make a decision from there. I called the store on Monday January 12th and spoke with the ******* expressing my want of canceling the order I was denied. I was then refered to the ***** ********* who changed my order to something else. I had my husband view the items that I selected he didn't like them this occurred on Tuesday January 13th. On Wednesday January 14th I called the Ashley furniture store and express again to ******* who is the ***** ********** ***************** that I wanted to cancel my order and she told me I needed to speak with *******. ******* had left for the day and I called the next day and spoke with her about canceling my order she told me no. I came into the store Friday January 16th and she said to me it, "it is my decision to decide whether I will cancel an order or not and I am deciding not to cancel the order because we have been trying to work with you." She then said if I told anyone that I wanted to cancel she would cancel the order and refund me my deposit. I have not heard back from her or the store except to have my furniture delivered to me, which doesn't make any sence considering the order was never completed. My husband has selected furniture from another store and it will be delivered in a couple of days. They are aware of this and still refuse to cancel the order.

Desired Settlement: I would like my down payment of 86.00 returned back to my credit card and for the order to be cancelled. I also want Ashley furniture to stop giving people a hard time when they don't like the product or service that they are providing to customers. I felt like I had a battle with a *** ********.

Business Response: We have an All Sales are Final policy.  I see where the ******* allowed a change to the sale, but no reference to cancellation.  There would have been numerous signatures to open the finance account, finalize the sale and another to put a down payment to even start the process.  These signatures would have committed us to processing the transaction with the wholesaler and supporting the fees and terms of the finance company you agreed to make payments through.

Through you own statement we have worked and reworked to make the transaction work in your favor.  It seems that your husband committed to a separate transaction before understanding how far or what you agreed and arranged for us to do on your behalf.

We ask that you complete and take delivery on the transaction you asked us to maintain on your behalf and review to see if the second transaction your husband made can be cancelled under that location's policies.

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

Consumer Response:

 Complaint: ********

I am rejecting this response because:

I was given 48 hours to change my mind if all sales are final then my order shouldn't have been changed and I shouldn't have been given the 48 hours. I wouldn't have signed anything if I wasn't told and it was written on my order that I had the 48 hours.  You claim that you have worked with me but from the begining I was uneasy about finalizing the purchace hence I was given the 48 hours. I spoke with three different employees from your store about cancellation all verbally. The merchandise my husband ordered is already in our home and we are satisfied with the service and the product. Your employees and store policies are horrible and not customer friendly. The sale that was changed was not finalized and I didn't sign anything on that order. The down payment was for the original order that was selected while I was in the store and I was again given 48 hours to finalize. I do not want the merchandise and have made myself quite clear. I have been told that if I spoke with someone about cancellation it would be cancelled. It makes no sense to argue about canceling a product order that I don't have. 

Regards,

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

2/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/4/2015 Problems with Product/Service | Complaint Details Unavailable
2/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 7th, my husband and i decided to stop by Ashley Furniture to look for a new bed. We were looking to buy a cheap queen mattress for our guest bedroom. We have been talking about buying a new mattress for ourselves as a result of our struggles to sleep, but originally only wanted to buy a bed for our guest room. Upon entering Ashley Furniture at **** ******** **** * ************* *** *****, we were greeted by **** ****. I told **** that we were looking for a cheap queen mattress and she showed me what they had. While I was looking at Queen mattresses my husband was exploring the rest of the mattresses. After much discussion between my husband and I, we decided that a win win would be to buy ourselves a new bed and put our old bed in our guest bedroom. This is when **** told us Ashley was offering 72 month financing on the mattresses. I explained I already had a credit account with Ashley which is why we were there. She said they could very easily look up my account and request a credit line extension; however, she couldn't tell me if it would have to re-pull my credit report to request the credit extension. Still unsure if it was what we wanted to do, I completed the information to request the credit increase and at this point put the form next to me and told her we wanted to discuss it further. Before I knew it she had disappeared with my personal information and requested a credit increase. They were unable to look up my line of credit because it had been so long since I had used the account. At this point I requested that **** give my husband and I some privacy to see if this was what we wanted. As my husband and I were talking **** interrupted us, and sat down to listen to our private conversation which I had requested she give us privacy for. She kept stating, it doesn't matter what the cost is because we aren't paying for it today, we have 72 months to pay it. We finally decided we wanted to make the purchase, but didn't want to go for the protection plan she discussed as an option. We had previously purchased protection plans on our couch purchased from Ashley and our current bed and hadn't used either. This is first moment she told us the protection plan was required for the 72 month financing and quoted us at approximately $400. I told her we definately didn't want to do that and were ready to walk. She said she would talk to her *******. When she came back she said ****** the ***** ******* said they would take half off the Protection plan so it would only be $200. We decided to move forward. She took me to the kiosk to fill out a new credit app (even though I already have an account with Ashley, that they couldn't find). As I am filling out the app **** is standing over my shoulder all but clicking the next button. When the credit terms came up she told me to just click through, that the information wasn't important. According to her, it was the same as my past account (that doesn't exist). I have spent a lot of time keeping my credit healthy, I am not going to let someone pressure me into filling out a credit app, especially without knowing the terms. I completed the credit application and was approved at a $10,000 credit limit. We decided we wanted to go with a Tempur Pedic mattress, the Tempur-up Foundation, a king bed frame and 2 Tempur Pedic pillows. As **** is writing up the paperwork she goes over everything and now the protection plan is $800+ and half off is $400. I told her that was not what was discussed. She then asked if we want to include the pillows and bed frame. I asked what happened to the $200. She adjusted the Protection Plan to match what we had previously discussed. We spent close to half an hour picking out the right pillows. She gave us 2 new pillows in the bag to take home. I questioned what she was giving us because they didn't have the same fabric pattern as the ones we picked out. She kept referring back to the name on the shelf the pillow was laying on. At one point my husband switched the pillows to different shelves and asked her which pillow it was now. She stood by her guns stating they had recently changed the pattern on the pillows. The sample pillow was the old fabric pattern. Finally up on checkout, it was explained to me, the discount for the Protection Plan couldn't be taken off the Protection Plan itself, they had to show it elsewhere. Having been worked at ******* ******** **** selling protections plans, I understood this and allowed them to reflect the discount on the 2 pillows we were taking home. $6,700 later (that we were not paying for today per ****) we completed the paperwork, received our delivery date for the mattress and left with our pillows. Once we got home my husband pulled out the pillows and discovered they indeed where not the correct pillows. After further research, we discovered we had picked out a soft pillow called the Tempur Cloud Soft and Lofty (doesn't it sound nice?) and she sent us home with a firm pillow called the Symphony. The following day my husband went back up to Ashley and spoke with the ********* ******** ***** ******. He let us know that the pillow we picked out was discontinued and Ashley didn't carry them anymore. He said they would be receiving a completely new line of pillows from Tempur Pedic the following week. He let my husband know he would personally call him when they came in. The next week rolled around and no phone call. We went into the store and they still hadn't received the shipment. 3 weeks from the date of our purchase, on January 1st, 2015 (Happy New Year!) we went into the Ashley store. We asked for ***** or *****. ***** met with us and I told him we wanted to go ahead and return the pillows. I also told him I wanted to make sure we received the full retail value plus tax as this is what was technically paid for the pillows, even though it wasn't reflected on our receipts. He went and discussed the situation with the ***** ******* ***** who we originally did the purchase with and told me they would go ahead and refund us the full price. The refund was completed and we were told we were receiving a refund of $298.00. But wait a minute the pillows were $149.99 each plus tax is $320.98. The explaination I was provided from the woman completing the transacation was that we only paid $90.99 (remember these were discounted to make up for the discount on the protection plan we didn't want) for the pillows so we were lucky they were making up the difference of the pillows at $149.99. Then ***** went on to tell me ***** only wanted to refund me the $90.99 and he was doing me a favor by refunding me $298.00. Upon asking, he then confirmed that I was responsible for the sales tax on a product I don't own. I requested contact information for their corporate office. I was provided an email address which came back as undeliverable.

Desired Settlement: Not only do I feel disrespected for ****'s lack of concern regarding my and my husband's privacy and my credit, she then lied about and sent us home with the wrong product when we repeatedly questioned it. Now I am being forced to pay sales tax on a product that I didn't purchase, while all along I'm being told I'm being done a "favor". As a result of my experience with ****** *****, and **** I am requesting a full refund for the pillows totaling $320.98, and a refund for the protection plan as well. Upon further research Tempur Pedic has a 10 year warranty, which was not discussed when we purchased the mattress.

Business Response: I apologize for the confusion and issues you are getting from the store.

To review the complaint, it was clear that to get to the 72 months financing, protection and delivery were required.  Although Tempurpedic has it's own warranties the support of the third party warranty and the delivery service reduces any expenses to claims.  For instance if you spill a cup of coffee on your tempurpedic, that voids the tempurpedic warranty, and those issues are picked up by the third party warranty company. 

We view this the same way as a bank that requires insurance on anything they finance, the bank wants to make sure the item stays new through the payment process.

In the complaint you were not happy with the requirement of protection, and **** or the store attempted to reduce the impact by getting an approved $200 credit to make it more appealing.  They couldn't complicate the promotion so they looked to get you $200 credited towards another item or items.  Pillows was a favorable option for you according to the claim.  You paid $90.99 to your account, total for two tempurpedic pillows.

So if the store correctly processed the returning of the pillows, it should have been a $90.99 refund to your account and a $200 store credit when the pillows were returned. 

Instead they refunded you $298.00.  Sent to our ********** ********** on 1/2/2015.  The price of 2 symphony pillows without tax. 

I can see the argument were the inability to use the credit is actually costing $214 because of tax.  So a refund for $214 + $90.99 = $304.99

If you are seeing the same please let us know and we can credit the account another $6.99.


Thanks

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

Consumer Response:

 

 Complaint: ********

I am rejecting this response because:


While I appreciate Mr. *******'s expectation for customer service, this is not the customer service I experienced. At no time were we provided any literature nor was there posted signage regarding the 72 month financing, let alone the requirement of a protection plan and delivery.

I'm also uncertain as to where Mr. ******* came up with $214. The price tag on the pillows stated $149.99. 2 pillows with tax comes to $321. This is a moot point as the ********* *******, *****, contacted me stating they would be crediting me for the sales tax; therefore, the full amount of the pillows, including the sales tax was credited to my account.

Regards,

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

1/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My first issue started when Ashley Furniture called to schedule a delivery date. While speaking with them I was told I was getting 2 queen mattress sets. I ordered a full and a queen size set. I was told I could change it and there would be no refund for the difference. (Once again a sales mistake). Even though I was upset I agreed because I couldn't do anything with two queen size mattress sets. After receiving my delivery from Ashley Furniture I found out that some of the items were not delivered. I called the store and they told me that what I paid for was what I ordered. I didn't agree to this and I even had the sales person write up a price for only the bedroom furniture I requested( bed, chest, and nightstand). After he came back with the price, he told me it was cheaper to buy the complete package(including items my daughter didn't want). I agreed and also added an addition full size bed because the total price was very reasonable for the items I was told I was getting (2 mattress sets, headboard, foot-board, rails, 2 nightstands, dresser/mirror, 2 lamps, comforter set, and a chest). After he wrote me an addition quote we decided to go with it because it was cheaper. At the register I even asked if all of the items were included on the receipt because it was confusing. I was told yes so of course I paid for it. Had I known that the chest and night stand were sold separately I wouldn't have ordered an additional bed. ALL of my furniture has been bought from Ashley Furniture and have never had an issue until now.

Desired Settlement: I just want the missing items that were promised (chest and night stand) to me for the price I paid.

Business Response: I am sorry for the confusion.  I pulled the invoice from 12/13 you signed from our accounting department, same copy you went home with.  Tentative delivery for 12/27.  I see that it was revised on 12/18 with the change of the mattress and box spring size. 

$509.15 for Queen Mattress Set (which you said was supposed to have been written as a full)  Price looks correct for a Full, just wrong sku number.
$780.02 for Queen Headboard/Footboard, Rails, Dresser, Mirror and NightStand
$699.00 for Queen Mattress Set
$249.99 for Delivery and Set Up.
$169.99 for Comforter Set
$149.99 for Pair of Lamps
$159.99 for Protection Plan

If you were expecting another nightstand and a chest I apologize that it was left off.  You were not charged more than you should have been, so we could sell you the matching chest and nightstand at the same promotion or the current one (whichever works in your favor for those items) and deliver it free of charge for the mistake.

Please let us know.

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

1/13/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a protection plan for my living room set. I called to have my couch cleaned due to my pet urinating on it. I was informed that the protection plan did not cover that (although the sales person encouraged me to purchase the plan because of my pets and he ensured me it was covered and I had the brochure showing a list of all covered items which included pet urine). I purchased the plan for that reason, to be protected against any possible damage that my pets may cause. I requested for the plan to be cancelled and was ensured it would be cancelled and a refund would be sent within 30 days. I never saw the refund. I contacted the store and spoke to multiple customer service individuals who accomplished nothing and I did not receive calls back from the individual that I was informed I would hear from. I was even told that the store manager ****** ******* would contact me and was never contacted by him. After a couple of trips to the store and speaking with the store manager ***** at the time of my arrival, I received a call calling me a liar, stating my claim under the protection plan was not for my pet urinating but was for human sweat stains and that they were not ALLOWING me to cancel my protection plan and was refunding my money.

Desired Settlement: Due to a breach in contract by Ashley's Protection plan denying coverage that I was ensured to be a covered expense by its personnel and I have also paid off my current loan with Ashley furniture and owe them nothing. I would like a full refund of the protection plan cost.

Business Response: I apologize that you have had some difficulties dealing with the Protection Plan company.   We will need to investigate more, but they certainly should cover pet stains as long as the claim was submitted under their terms.  As far as a refund goes the purchase was made through Home Furnishing Solutions a leasing company.  The policy is that all sales are final so I'm not sure who would have discussed a refund with you.  If you could provide a name we can investigate that as well.

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


11/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After less than 2 years from purchase our living room set is pealing off the outside of all the cushions of the couch, love seat and recliner. We attempted to have this resolved with the insurance sold to us by ashley and was denied. Then we reached out to Ashley and was told it was normal wear. After less then two years? Very dissastisfied that ashley would not compensate us in any fashion.

Desired Settlement: Replacement of furniture or 50% discount of new furniture.

Business Response: The accidental protection plan works on claims like tears and stains.  Peeling and fading is viewed as something that happens over a longer period of time.  That's why they declined the repair or replacement for the damage.  The manufacturer provides a one year warranty against the peeling and they give you the year expecting if you have any issues the can repair or replace within that time frame.  After a year most of the issues that happen to furniture tend to be environmental or amount of use.  Sun damage, water damage, air conditioning, and other factors could assist in peeling. 

Just to make sure I reviewed the history on the collection you purchased and we ordered through the manufacturer over 70 pieces from 2011 to 2013 and never took a return on any of the pieces. 

If you would like we could contact the manufacturer to see if parts (new covers) could be ordered, we may be able to get these as a courtesy.  We don't have any technicians on staff and outsource this type of work so you would need to find someone to apply the covers for you.  The manufacturer would have covered this expense if the issue fell within the first year of use.

Thank you


10/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My entire family is extremely dissatisfied with furniture purchase at Ashley Furniture located at *** ***** **** ******. They attempted the delivery on 7/6/14. Upon delivery, we found several problems and defects on all furniture items so we refused the delivery but delivery guys left the furniture at home and took lot of pictures of defective items. Also, they wrote on paper all items are defective and wrote common problems on all furniture items. After at least 8 calls to ******** *******, ******** ******* ******* **** ******* contacted me and sent one guy to fix furniture items. He did some touch up on dining chairs, dresser & mirror and told that some items cant be fixed. **** ******* cant make any decision himself and one time he took my credit card number in order to process the refund for box spring. So far, no refund is received so what was the purpose to get the credit card number? Here are the details on each defective furniture items:1.Sofa and Loveseat We were surprised to know that they ordered some parts to fix the Sofa and Loveseat. We bought brand new Sofa and Loveseat so if item is defective, they have to either replace with new one or refund the money.2.Dining Table and Chairs The guy they sent to fix the furniture, he told that dining table cant be fixed. He took photos and did some touch up on chairs. Without table, no use of chairs.3.Double storage full size poster bed ******** at store sold me box spring for storage bed. We were not sure about that time so purchased the box spring with mattress. It is obvious that there is no need of box spring for storage bed. Plywood is required to support the mattress. They didnt provide any plywood and put the box spring. Both storages on bed are coming out because of it. Also, we ordered the full size mattress but******** didnt tell me the bed can be adjusted with queen size too. We dont want any adjustment and want only full size bed. 4***** full size bed After putting mattress on this bed, there is 7-8 inch space on the side. I have seen so many beds but never seen this much huge space on the side. Only space should be on footboard or headboard sides.

Desired Settlement: Since after 1 month 11 days, they are not able to fix the issues or re-deliver non-defective furniture so I want full refund on all furniture items. Total amount = $6350.61. They can take their defective furniture from my home.

Business Response: We apologize for the delays, we received this complaint before a third party technician's report was given to us.  Currently the customer is working with **** ****** on our ******** **** **** to resolve any issues.  We are unable to customize any pieces we sell and if the customer isn't satisfied with the manufacturing of the pieces we are open to other options to resolve.

***** *******
Ashley Furniture HomeStore, ************* **

Consumer Response:

 Complaint: ********

I am rejecting this response because:

Ashley Furniture tried to resolve the issue only after this complaint. They have taken back some items but not all as I had requested. They said that they can't take back mattress. I am still waiting to get the money back on my credit card for the furniture items they have already picked up. 

Regards,

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

Business Response:

Desired Settlement:                     
Since after 1 month 11 days, they are not able to fix the issues or re-deliver non-defective furniture so I want full refund on all furniture items. Total amount = $6350.61. They can take their defective furniture from my home.



We purchased new items from the factory and attempted a second delivery and you felt that even those products were not produced to your satisfaction.  We have had the delivery service come by and pick up all the items you claimed defective as well as items that were not defective just not designed to your specifications.  We have confirmed all items picked up by the delivery service and the refund will be processed accordingly on the items picked up. The mattresses have been used and there was no claim they were ever defective. I also understand you kept a children's bedroom group.  I believe we have met the complaint and have picked up all the pieces the customer had an issue with.


Consumer Response:

 Complaint: ********

I am rejecting this response because:

We had purchased 2 bedroom sets with same full size mattress on each bed. We kept one bed set and returned another because design on catalog was shown different. What would we do to mattress and box spring with out having the bed. My daughter can't use her old bed because we have twin size bed and mattress is full size. 

We didn't have other option except to use the furniture because after refusing the delivery, you didn't pick up all furniture items immediately and took 2 long months.

I have to raise another dispute for "delivery charges not returned back on my credit card" because dispute amount has changed now. It is not my fault that your re-delivered items were defective and any one could see clearly those manufacturing/existing defects. 

Regards,

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

10/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased furniture from Ashley Furniture Homestore before he deployed. We had several issues ranging from incorrect order to not setting up our delivery date but stating that they did. Instead they made a note in our file and we never received our furniture. The biggest mistake was that the day we scheduled our furniture to be delivered on 10/11/14 we received an automated voice message saying the driver was 30 minutes away but he never showed up. When I called the store I was given 3 different excuses the first was that they called but I never answered, the 2nd was that the driver knocked on the door and left a note but no one was home. The 3rd was that they called my husband and he stated that I would not be excepting the furniture that day and would have to reschedule. All of these excuses were false. I never received any missed calls, I was home with 3 other people and no one ever knocked or left a note. And no one spoke to my husband because he is currently deployed and does not have a phone. I went into the store and spoke with 3 different managers who all told me there was nothing they could do and I would have to wait until 10/15/14 to get another delivery. I was given the run around and no one ever called me back like they said they would. I received horrible customer service it appeared as if they were just brushing off the mistakes they made. I still do not have my furniture and the only thing they offered was to waive my delivery fee. I have emailed Ashley furniture corporate twice and have still not received a response. In my opinion the fact that my husband is Active Duty Military and is deployed serving our country and the company did not make any effort to resolve the issue in an effective manner is a disrespect to him. The company claims to be military friendly and huge supporters of the local USO yet completely disrespected him by ignoring our complaints. Ashley Furniture has yet to take responsibility for their mistakes and done nothing to correct them.

Desired Settlement: We have already had our delivery fee waived but I have had to take 2 days off of work due to this issue. One for the day that it was supposed to be delivered but was not and the other for the day they were supposed to deliver again and never showed up. We would like some sort of refund for all of the inconvenience and awful customer service that we have received. We do not want a store credit. We would like a refund back to our account.

Business Response: The guest was delivered after normal delivery hours on 10/14/2015.  The delivery service has removed their fees for the guest for any inconvenience.  Unfortunately we cannot add any compensation for time, we believe this is an unfair practice and believe the delivery service has managed the situation accurately.

Thank you

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

10/13/2014 Guarantee/Warranty Issues
10/13/2014 Problems with Product/Service | Complaint Details Unavailable
10/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase with Ashley Furniture HomeStore In St. Johns Town Center in Jacksonville Florida May 2014. I purchased a complete bedroom set in Thomasville Georgia in 2010 and relocated to Jacksonville shortly afterwards. I called the store in Thomasville Georgia to purchase new rails for my bedroom set and I was informed that they did not carry that particular bedroom set anymore, that it was discontinued, and to see if the nearest one in Jacksonville could help further assist me. So in May 2014, I went to Ashleys and my Sales consultant was ****** ******** **. He informed me that they did not carry those exact rails but he could order ones that were compatible for my bed. He even went as far to pull up my exact bedroom set online to show me that they would work. The rails were $87.99 and due to him being such a great salesmen I purchased a new bedroom set totaling $1484.10 in all on my receipt. I opted in to do a Customer pick-up at the Distribution Center on Saint Augustine Road. A week later I called in and complained about the rails not fitting properly and asked to be connected to a supervisor. I was informed I opted to pick up my delivery and that they were sorry but there was nothing they could do to help assist me, and that ****** was one of their best Salesmen and that he would not make a mistake in ordering me the incorrect rails. I have called back in several more times to speak with higher management only to be hung up on, put on hold for 20 minutes after asking me my name and the nature of the call.. It was terrible, I never experienced this type of customer service EVER in my LIFE!! I only wanted the correct rails I ordered being that I purchased a new bedroom set from their and gave my old one to my daughter, and due to the nature of rails, she is sleeping on a mattress only and has been for the last 5 months. Ashley's Furniture has lost my loyalty as a customer here in Jacksonville Fla and I can't speak from other peoples experience, but I was treated horribly at this place

Desired Settlement: EA B205-96 Ashley QN Panel Rails $87.99

Business Response: I understand your frustration, but we can't get those rails that go with the bed you bought from the other Ashley Furniture HomeStore group in Tallahassee/Thomasville.  It looks like ****** set you up with a generic set of metal bolt on rails that normally work for customers that run into the issue. 

If the rails didn't work I could get you a refund on the rails, but we don't have other rails for the bed.

We are not a stocking HomeStore group, but you may want to reach out to Daytona, Savannah, and Ft Lauderdale.  Those are separate companies/groups that may have left over stock available to them. 

We are big promoters of third party warranty protection for this reason, our protection company would have bought a new bed for the broken rail.  Please review your invoice from Thomasville and make sure you don't have protection for this type of issue.

Let me know on the refund on the rails.

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

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10****08, and find that this resolution is satisfactory to me. 

Regards,

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

 

9/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: purchased queen sofa bed and tables on sept 9,2014 and told delivery in oct spoke to manager said oct no good need furniture now due to just moving in and need someplace to sit told will try to speed up delivery i think its outragerous that you sell items and make customers wait so long

Desired Settlement: i need those items now payed 249.00 for delivery if not waive delivery charge and add free protection plan which i payed 340.00 for

Business Response: We are sorry if there has been any delay from the factory on your pieces.  It's completely out of our control.  I see that your contract has a Tentative delivery 10 days from 9/14.  This would mean we estimated that when you purchased during the busy Labor Day holiday that we would be delivery the furniture to you from 9/14-9/24. 

Since your financed payments don't start until you receive delivery we are also effected by the delay, so as a retailer we would have loved for you to get your furniture the day you purchased it if that was even possible. 

The phone call you received lets you know the factory has changed the estimate out, it doesn't mean it won't come in on the time frame that you initially had on your invoice, but it does mean we want you to have the same information the factory is giving us as we get it. 

We will call you as soon as the factory releases the order to us. 

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:

Regards,

***** ******         They say ten days after purchase I was told by them sometime in October which is not right 

9/15/2014 Problems with Product/Service | Complaint Details Unavailable
8/26/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased couches from Ashley's a few years ago and had nothing but problems with them.******* warranty paid to replace both of them for us because we had so many problems.We then purchased 2 more through ******* through Ashley's because of the warranty.The new couches were replaced 3/27/14 and we purchased a NEW warranty for $249.99 because it was strongly recommended by the sales person.We have all receipts but apparently Ashley's doesn't have any record of this purchase or the warranty.I have contacted them only to be told "we will contact you back in 2 or 3 days".This has been going on a month today and my new couch is still broken with no fix in site I'm sure.I was told that I would be contacted by corporate in 3-4 days and that has been almost 7 days ago.I would LOVE to have a full refund to keep from having to deal with these people anymore. How can you NOT find a sale in the computer and the warranty company can't find the sale of the policy either? Sounds like something is going on at the store or on a higher level.

Desired Settlement: I would like my money back for the warranty and have Ashley pay for it out of their pocket and a new couch delivered at their expense.NO customer should have to keep calling and not get a response from a company who took their money for a warranty but can't be found in the system.

Business Response: We are sorry for the inconvenience, we will have ***** ****** from Customer Care reach out to you.  Looking into this it was difficult for Platinum to recognize that ******* purchased the furniture and you purchased the warranty. 

Because the issue has happened within the first year of ownership we should also see the manufacturers warranty is the more appropriate way to process a claim.

Thank you,

***** *******
Ashley Furniture HomeStore, Jacksonville, FL

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 23, I went to Ashley Furniture located at *** ***** **** ****** and bought some furniture after salesman told that he can match the price of same furniture available at online store. He also sold me 5 year premium protection plan and wrote on the invoice that I will receive store credit if I dont use the protection plan. Store credit means that I can use it to buy anything available in store for that price. When I read the details written on back side of paper, it is written that We offer a full credit of the purchase price of the applicable plan towards a future plan in the event that you do not use the initial plan. I called store and verify this information. They confirmed that I will not get the store credit even though they have written on the invoice that If customer does not use 5 year protection plan it will roll over to store credit. I asked them to cancel the protection plan, they said that they cant cancel the plan because they have given me discount on the furniture. I have read all details on the invoice and other papers they have given me, I dont find the details regarding if they give me discount, then protection plan is mandatory to purchase. This is very bad selling practice and it should be stopped. They could have simply said they cant match the other stores price. It does not make sense that they will cover the discount of furniture by selling the protection plan. I havent received the furniture yet and I am okay if they cancel the entire transaction.

Desired Settlement: Either they can refund the cost of protection plan, total amount $599.99 + tax = $641.99 OR they can cancel entire transaction and refund full amount $6992.61 back on my credit card.

Business Response: ***** ********** worked it out with the guest.  The guest is not cancelling their protection plan on their furniture.

Thank you,

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

Consumer Response:

 Complaint: ********

I am rejecting this response because:

My first choice was to cancel the protection plan. They said I have signed an agreement so can't cancel the protection plan. They only verbally agreed to buy furniture of same amount anytime from now until next five years. I requested to send me gift card worth of $641.99 so there won't be any dispute in future. I haven't received the gift card yet. This issue won't be resolved until I get the gift card.

Regards,

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

Business Response: The store credit only applies to those who never make a claim on their protection plan, a gift card would only apply five years from now. 

Consumer Response:

 Complaint: ********

I am rejecting this response because:

Store ******* ***** ****** verbally agreed to use this disputed money anytime from now until next five years to buy any new furniture in store. Now, you are going back from your words. Your policy is not to use as store credit if I don't use protection plan so how can I believe that you or any new person after 5 years would allow me to use this money to buy new furniture.

This dispute will continue until either you cancel the protection plan, return money back on my credit card or issue me gift card of same amount. It is clearly written on back of invoice (If I don't use initial protection plan, it can be used to purchase future protection plan) which I didn't sign and not presented to me when I bought the furniture. What is the guarantee that you will change your store policy only for me after 5 years? 

Regards,

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

7/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello I bout a Bed Room Suet for over $3400 dollars from Ashley Furniture and when the Delivery personal delivered it to my home ,they bang the bed suet in my house and just left in the living room, I was on the phone with Doctor he was checking up on me ,cause I became eel prier to the Delivery ,and I guess they over heard me conversation saying I may have to be admitted in to the hospital or who know what maybe because they knew the Dresser was severely damaged ,cause they said that they needed to take a brake and go. But never returned, they never came back to install the furniture. I did have to go in for ****** treatment for a long stay and I'm home now, I am Disabled and can do it my self. I'm having to pay someone to do it! But the main reason is the Dresser was Damaged before they bang it in. the Back has a Big smash in it. and 2 back Dresser lags came completely off & and 2 front are real lose. And the lady in charge or delivery and she is very Rude wants to send some one repair it, but I have "witnesses and ****** ******" it was never put togather,and I told her that I want it replaced not repaired cause the was no ware and tare it was never install, and it is a factory Defect as she could see in the pictures I sent to her so it is only fair I get a new Dresser and she keeps staling me and short with me and putting me and not responding to me in a professional manner .Please Help Me Sinisterly ****** ********

Desired Settlement: Item Number #******* BLACK DRESSER

Business Response: Mr. ********,

I am having a hard time following the activities from delivery until now.  As I understand it you took delivery on the bedroom suite in late January.  They delivered the furniture to your living room.  Was the bedroom full of other furniture so they couldn't put it in the bedroom?  You make the comment they needed to take a break and left, did you sign for the delivery and release them?  How was the dresser left when the delivery team left the house?  You also received a Queen Storage Bed, did the delivery team assemble that for you?  Where was it placed?  How soon after the delivery were you admitted to the hospital.  Our records show that since January we have not heard of an issue until early June. 

We are looking for the additional details because the damage looks like it was caused by additional moving in the home.  Legs on a dresser generally don't have an issue unless the weight of the dresser is placed on the legs.  Almost everyone of those dressers could break if you were to tip the dresser and put it's weight on a leg.  The back panel which is more decorative than load bearing will always break if someone pushes on them.  Since our delivery teams have multiple people and dollies the furniture is either rolled or carried to prevent any pushing.  This piece of furniture would normally be carried from room to room in order to move it not pushed as many people may do in their own homes.

Please send us the additional information necessary to process the claim, we still would like to send out a third party technician to evaluate the issues. 

Thank you,

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

Consumer Response: No the bed room was empty and ready for the new furniture to be installed, I seined a form wile another man was sorting through the furnisher parts ! and was on the phone with my Doctor call checking up with me. and I was admitted in the hospital the next day, and the bedroom was empty and ready for the new furniture to be put together but it wasn't it was left in the living room, and witnessed by Nabors.it would not make any sense why I would not have them install it? Note some one called after I called BBB. from Ashley a said a specialist would be coming to my home 7 to 10 Business days to examine the Damaged Dresser and the Factory Defects on the lags Blocks underneath the dresser, But this very Unprofessional, the ********* ****** said they understood completely and they would replace it no questions asked . But your Store is privately owned, Therefor I have to worked it out with you,

Business Response: We are waiting for the third party technician to evaluate the furniture and what's necessary to remedy the issue for the guest.

6/25/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are very dissatisfied with the recliner we purchased. We have tried several times to make contact with the store to correct the problem. The material of the recliner makes loud noise with any movement. The noise is so loud that no one in the room can hear the TV or conversation. The leg rest is difficult to get to the down position. We called our sales person, left a message and we were never contacted, we went to the store and spoke with customer service and a manager told her to tell us nothing could be done. He never even looked our way. We called customer service and again was told nothing could be done, it was suggested to have a service person come out and look at the chair so I agreed and gave my contact information. After 2 weeks no one contacted us to come out and look at the chair, we asked to speak with the store manager, our contact information was taken and we still have not heard from anyone.

Desired Settlement: We would settle for a refund or store credit to purchase a different type of recliner.

Business Response: Our store manager spoke with the guest today.  We are attempting to have a third party technician go out and review this guest's issues with the recliner.

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

Consumer Response:

A third party came out on Wednesday 28 May to inspect the recliner and agreed with us that its not a manufacturer defect, its the leather rubbing against its self. He agreed that it was unusually loud and suggested we try putting some furniture polish on the leather. We don't want to do that. He explained that the chairs without the arm to raise and lower the legs are harder to get down. He said that he would submit his findings to the store and restate that customer wants to exchange chair for another model. We are now waiting for response from store.

Regards,

*** ******

Business Response: Store management has contacted the guest so the guest can reselect a recliner that would be easier to operate.

Consumer Response:

I was contacted by **** ******l and feel that we were treated professionally and very courteous. He connected us with **** ********i that went above and beyond in helping us pick out another chair. We are very pleased with the way Ashley resolved this issue. I compliment Mr. ******l and Mr. ********i.

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

Regards,

*** *****r

 

5/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/8/14, my husband and I purchased furniture from this establishment. We were told originally that it would be delivered in 10 days. After agreeing on the price and giving the salesman our information, he told us it would be a month and that there were no returns. We agreed, although were not happy as it was not as originally promised. Upon paying for the merchandise, we were told it would be plus or minus 10 days from the promised date - again feeling like we have to go through with the purchase but things keep getting worse than what was originally promised. On 4/9/14,I called and spoke with ****, a manager at the store. I explained I had not been contacted, he informed me that two of the items were not available. He called me back and said he located an additional piece but could not get it delivered until the following Thursday. I informed him there is a gate at my neighborhood and gave him the code. He said I would be called the day before to schedule the time window. He also said I could have 1/2 off the delivery charge or a $100 gift card to purchase more merchandise. On Sunday, 4/13 approx 4PM there was someone at the gate of my neighborhood but I was not home, they said they were with Ashley and would try to call another number, I did not receive another call. I called Monday morning and left a message. Around noon, I called back to follow up and a rep told me that no one had been to my neighborhood. I told her i need a manager to call me back. She called me back and told me a manager was not available until tomorrow but that someone had scheduled delivery for Thursday. This was not true. At this point, I feel like my safety is at risk and I am getting the run around and no answers and feeling like I have to continue to do business with this company.

Desired Settlement: I explained to the manager, ****, that I did not want to do business any longer with Ashley Furniture. I wanted a refund. He told me that it has been too long since I purchased the furniture and that commissions have been paid and I have to take delivery of the merchandise when they can get it to me. These practices are pressuring, unfair, and deceptive to name a few. I am calling my credit card company tomorrow and disputing the charge as well.

Business Response: We apologize for the delays with product, as a factory direct dealer we are often at the mercy of the manufacturer.  Currently we are experiencing delays due to the weather that has effected the southeast, we wish delays such as these didn't happen and often we are updated at the last minute on changes.  We confirmed with our delivery service they were not in your area on that Sunday so we cannot explain the message left on your voice mail.  A refund as been submitted from our accounting department.

5/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I moved down to ***** *** on military orders. We decided it was time for new furniture for our new home so we saw that Ashley was the closest one that we recognized from back home. We ordered a dining room set and a living room set, all paid in full, even though we originally set up a payment plan. In our contract our delivery date was March 23rd, mind you we made the transaction in store on February 25th or 26th. Almost a month? Ok sure it's a lot of stuff. March 23rd came and went, no phone calls prior or after to discuss what was going on. So I made the call only for them to tell me it wasn't ready. Why was I not notified? They said it wouldn't be delivered until the week of April 8th because the couch was still being built and that everything else was ready and that we would get a call 3 days in advance to set up a delivery time. Again, that week came and went, and still no call. So again I made the call because now it's been over a month we've been reduced to sitting and eating on the floor. Another excuse was made saying everything was backordered . But I thought everything but the couch was ready? They said we would get it by April 24th. At this point I'm ready to just call it off but we waited this long. Finally we get a call on April 15th to set up delivery, which would be April 18th. The day of delivery I get a call saying only half of our couch and living room set would be delivered, nothing else was ready until April 27th. The delivery guys come, and turns out they only had the half of a couch and the dining set, no other living room pieces. Again with the misleading information. Just yesterday, Apr. 24th, I get a call setting up a time to deliver the rest of the couch that was apparently just sitting in the warehouse, and that my end tables and coffee table would not be ready till AROUND May 9th. And at no point did they try to compensate. I'm tired of lack of communication, misleading info, and the constant excuses and changes of why I am not receiving all of my things!

Desired Settlement: I feel my family and I deserve at least half of the $2013.00 that was paid to them in FULL. It'll be over 2 months now that we don't have everything and the fact they felt it suitable to deliver HALF of a couch is unacceptable. They went against the contract after they didn't deliver in March like it said.

Business Response: We appreciate you opening an account with **** ********** ********* a lease to own company that purchases furniture from us.  Although you paid them in full we don't receive the payment from them unless you take delivery, so any delays in product from the manufacturer (Ashley Furniture Industries) effect us (Ashley Furniture HomeStore, Jacksonville) also.  We are locally owned and operated.  For us to make three deliveries for the delays impacts us since we are using a delivery service *****************) to manage that for us.  So we would have really wanted none of the issues to have happened and for you to have received all of your furniture in one delivery just days after you made your purchase.  Currently with the terrible weather effecting the southeast it's effecting how fast we get shipments for other customers.  We understand you are currently waiting for the tables that are still showing they should ship to us next week from Mississippi.

4/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased two top of the line mattresses from Ashley Furniture andwas deliverd a defective product. The very next day I tried several times to contact our sales person and each time was informed he was busy with another customer. I finally contacted someone and he sent a techwho not only repaired the problem but added to it. I called again and asked for ******** ******* Manager and he did not return my call until20 minutes after I called ** ******* **** and disputed the charges. Hesent out another tech who took care of one of the problems but not themost expensive feature of the bed. I sent an email to the ****r and received a call from someone in his office. She said she wanted to workwith me so I told her I would go into the store and purchase another bedand she said she would have the ******* ** * call me. When he did he advised me I had to keep the bed for 30 days. We are not sleeping on thatbed because if stained they could tell us the warranty is null. I toldthem I tried to be patient but at this time wanted them to pick up thebed and refund our money. After a week they still tell me they will letme know when they will pick up the bed. The bed still doesnt work andwe are being inconvenienced and give the runaround from sales persons,managers and employees who work directly with the owner

Desired Settlement: We have a loan with ** ******* **** in the amount of $7,890.36. Sincethe merchandise was defective and never repaired we do not want to payfor pick up charges

Business Response: Once a customer accepts delivery of a *********** we have *********** Customer Support to assist with customer claims on comfort issues and claims of defects.  They have a process for each situation.  Unfortunately we can't open the process that needs to come directly from the guest.  *********** has informed us that the process has been initiated but they have been refused the opportunity to visit the guest twice to resolve. 

*********** will direct us on the proper way to process, we have an all sales are final policy, but if it's determined the product is defective then *********** will allow us to replace.

We have sent out someone to verify all connections were made, but it still will take Tempurpedic's approved technicians to do an evaluation.

*****

Consumer Response:

 Complaint: *******

I am rejecting this response because the statement is untrue and the first we hear about it.  They never told us *********** would have to deal

with it.  ***** at Ashley told me I could go to the store and pick another bed and when I told her I would, we got a call about an hour later and were told by **** , the ******** ******* ******* , that *********** 's policy was that we had to keep the mattress for 30 days. 

 We had been in touch with *** at *********** prior to **** telling me that so I called *** and verified  that it was not true.  We could return the mattress  and hewould help in getting the mattresses picked up because at

that point noone was telling me the truth at Ashley and I didnt want to deal with a company that didnt give Customer Satisfaction.  Our issue was never that the mattress was

uncomfortable......we dont know how comfortable it is because it didnt it work on the first evening we slept on it....it doesnt work.  Both controllers are not working and the most expensive  function of this mattress is to fill up with air like a Number bed.

This function has never worked and we have already had two techs come to the house and unable to repair.  We are willing to pick another mattress without

this function but not from Ashley.  They have done nothing  to help us but give us  the runaround  We were told by another sales person at Ashley that they are having problems with this type mattress.   They have many many complaints on their website for the exact problems that we are having....poor customer service.   I have verified with the tech that came to

repair the bed that it was not repaired and couldnt be.  I will be more than happy to have you hear him on a recorder stating that he told his employer

that the bed was defective.  I was also told by our Sales Rep, ****, at the time we made this purchase that we could return it if we were not happy and pick another one.

He wouldnt even call me back when I called him the very next morning that the mattresses were delivered that it was defective.  I believe all things can be

lemons, but at $7,600, I dont think I should be expected to keep a lemon.   Please contact me if you need verification on what I have stated because I have it all

written down along with who I talked to and date and time.  Thank You,  

Regards,

**** ***** **

Business Response: Please allow *********** to set up service with you and complete the claim.  They have indicated to us they are open for replacement and/or reselection if you feel their product is failing to function properly.  They insist they should have a chance to evaluate the claim being made. *** from *********** should be able to continue to assist you.  If you need another contact please let us know, you may have already had others contact you from ***********.

*****, **** and **** would only know to look into simple solutions and using our technicians to see if the could quickly remedy the problem and explain the *********** process or prepare you once they have evaluated the issue.  I understand you have already had a conversation with ***** on looking into another model.  Your husband indicated he was also interested in one of the ***** versions when he was in the showroom.  I know your son and daughter have had conversations with the staff on the process. 

*********** has every intention on making this work for you they just need to finish their claim process with you directly. 

Thank you


Consumer Response:

 Complaint: *******

I am rejecting this response because: As requested by the business, I tried to call *** at the number I have been reaching him several times.  I was put

on hold for over 20 minutes and they keep saying they did not know ***.  I asked for a Manager and after waiting another 10 minutes spoke to *****.

She asked me to hold for a few minutes to read my file.  I told her I was advised to speak to ***.  She told me she never heard of a *** and could not

connect me to him.  After I gave her the date and time I spoke to *** and the file number *** gave me, she said oh yes I see you spoke to *** **** but

he gave me your file to handle.  She told me I had to have a tech come out to see the bed.  I told her OK but please have him come before April 7 and

anytime except April 7, because my husband has an appointment with *** **** at **** and and she could verify that with *** ****'s office.  She said she

would.  I then get a email and guess when she set up the appointment, yes April 7.  By the way, when I called her I was notified the call was being

recorded so I am sure you can verify the conversation.   Yet again I have been passed off from one person to another.  I have been very cooperative,

patient and eager to get this matter resolved but have had enough.  Ashley needs to come pick up their defective merchandise before we have t o go out of town.  I have held off going to see my

sick mother who is 96 in order to cooperate with their techs coming and going.  I dont know how much time I have with my mother and tired of the  runaround and

being passed off from one person to the next with each person giving me a different solution. Please tell them to come pick up their defective merchandise.

Regards,

**** ***** **

4/14/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 3/8/2014 I purchased furniture from Ashley Furniture Store. I wanted just a recliner chair and couch but was told it would cost $1799.00. I could get the package for $1399.00. So I decided to get the package even though there were items I did not want. When my furniture was delivered I ask the guy if he had my chair & he said there was not chair on the truck. As I got to checking out my receipt I noticed it did not include the chair. I called the store and they put me on the phone with the sales rep. He said that I said I did not want the chair, which was untrue. He proceeded to tell me that the recliner chair was not included in the package. The representative mislead me because he did not state the chair was not included. Even when I told my son ***** who was there with me, he said the man said it included the chair. I believe this is an example of unethical sales tactics that Ashley Furniture uses to get customers to purchase furniture from them.

Desired Settlement: The sales representative mislead me throughout the sales process. Then, knowing that I was pressed on time, proceeded to give me a 11 item sales contract which did not list the chair. Being pressed for time, I did not review the sales contract prior to signing. I would like for the sales representative to apologize for their actions, and I would prefer it for Ashley Furniture to rectify this situation by working with me to receive the recliner chair (which was the entire purpose of the purchase)

Business Response: I am sorry to hear that you didn't receive the merchandise you intended to buy. 

I looked up the price of the Hogan sofa and chair and we would be retailing the two at $1583.98, the Hogan sofa and loveseat at $1779.98.  So I see where there could have been a mistake from the beginning where the sales associate was confused on what you wanted.  If you were quoted the the higher price than it shows the chair wasn't in that package either.  So when the better priced $1399 package was offered with tables and accessories it would have been the better savings for you from the higher $1700 package.  If the sales associate started with the $1500 package then he went from sofa and chair to sofa and loveseat, but since it seems the quote matches sofa to loveseat and back to sofa and loveseat he was looking to give you the better price option for those two pieces. 

So if you were delivered the Sofa and Loveseat instead of the Sofa and Chair in the reduced priced package, where those packages are always sofa and loveseat, we could definitely change out the loveseat for the chair to make this match up with what you originally were looking for. 

Let me know so I can have the store arrange the exchange.

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

4/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally signed an agreement with Ashley Furniture on 09/15/2013, I couldn't have the furniture delivered b/c I was moving at the time. Change of plans took place and I finally had the furniture delivered on 02/22/2014. The dresser to my bedroom set (Ledelle) arrived damaged in like "used" condition. There was also damaged done to my walls, carpet and laundry door located in my hall way. On March 8th the delvery team manager and one of the delivery men came to see the extent of the damage done. I have yet received a "new dresser to replace the one delivered in used condition. I have yet been compensated for the damage done to my home either. Ashley furniture store instead are trying to replace the damaged/broken door on the dresser and repaint the chip done at the leg of the dresser. This dresser is considered used, I didn't pay for used furniture. I paid for a brand new dresser and that's what I want. I emailed ************************** photos of the damaged dresser along with photos of my walls etc. They were made aware via email on 2/24/14, and they have every single picture.


Desired Settlement: I want compensation for the damage done to my home, I demand a new dresser. You cannot make a customer use their protection plan for furniture that was delivered damaged?! That is unethical and I will cancel this account and rather pay them the 25% restock fee if these two major issues are not resolved properly. I will be calling ** to dispute charges put on my credit and I already have been consulting with a legal rep. If Ashley will not to replace the damaged dresser, than I want it free.


Update as of 3/24/2014:  

 I called to remove charges from my account and I am getting the run around. I want the insurance protection plan (item ID ***********- 5 years for $649 and ***********- 10 years for $129) taken off. I called and was told by a CSR that she didn't have the authority to do so. I also, was told their accounting staff had left for the day, really at 4:00 pm on a Friday? I also, want to remove the queen comforter set for $149 removed since it was given to me in used condition. The buttons on the pillow are falling off, and the comforter itself is shredding. I was sold used items. I want to cancel this entire order, I am not happy with this purchase, it is a headache to call them for assistance; therefore, I want to cancel this entire deal.
I want my ** account credited back the $10K. I will buy my furniture for cash and have no headaches from Ashley. 

Business Response: In September of 2013 we were running the Big Event Promotion that had a 72 month interest free financing plan from **.  Minimum purchase was $999 with protection plan and delivery as requirements to getting 72 months.  On contract the customer was to take delivery in late October, no storage fees were charged to hold the customer's order which was delivered February 2014.  We processed the order with zero down so the customer's first statement wouldn't be received until March 2014. 

We have processed an exchange for the dresser for the guest.

We have forwarded the pictures to the our third party delivery service that has sent out management and scheduled technicians to resolve any in-home damage done during delivery.

We can forward a credit to ** if the customer would like to return the comforter set.  Our records show the comforter set was at the showroom, but was never sold to a previous customer.  The guest would just need to return the comforter set to the showroom.

Cancelling the protection plans will require the customer to pay their balance to the store in full so that the 72 months financing can be cancelled with GE.

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

Consumer Response:

 

 Complaint: *******

I am rejecting this response because:

Cancelling the protection plans will require the customer to pay their balance to the store in full so that the 72 months financing can be cancelled with **? If I am cancelling my account with **, I am not paying for the furniture, it will be returned.

Regards,

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

Business Response: Payment terms can be changed.  We operate similar to a Special Order house and all sales are final. Home furnishings are ordered from the manufacturer and factory only on a guest's request.  We don't have the facilities to manage returns so unless the manufacturer approves taking the items back, example would be a product recall, we hold to the policies and terms on front and back of the invoice presented when the transaction was made. 

We do understand that things change for guests and traditionally we would have looked into extending the financing terms to lower a customer's payment.  But in this situation 72 months was already part of the terms and is the maximum we were allowed to go,  72 months is also a temporary plan that isn't always offered by **. 

If ** happens to offer us any longer financing plans we could extend that option to you to assist in lowering the payment.


Consumer Response:

 

 Complaint: *******

I am rejecting this response because: no where in the agreement in writing does it state I have to take the protection plan (montage) in order to get 72 months 0% interest. In the agreement it state min purchase $2000.00 in order to qualify for 72 months. I understand your sales are final; however, I was never given a follow-up call from customer service to state whether if my furniture was delivered in my home safely or not or whether I had any complaints or suggestion. I asked for the montage to be taken off due to the fact that I was told my payment would be a specific amount $109.00 but when I got the bill it said another, which does not fit within my budget. I am a single mom raising my daughter by myself. I cannot afford the furniture; I was referred by a friend and I specifically advised the sales manager **** at the ****** **** store in ************* ** of this. He knew my situation; that I was on a budget as well. I asked for the montage to be remove so that I could be able to afford the furniture and I felt like I was done wrong after my furniture was delivered. Please refer to the "sales remark" on page 2 of your agreement, I was not informed (TOLD) that I had to buy the montage in order to receive the 72  months.

Regards,

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

4/8/2014 Problems with Product/Service
4/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11-8-2013 we purchased two XL twin for (king size furniture) wireless adjustable bed frame and two mattress to fit the frames. All was delivered on 11-15-2013 with no instructions which was fine. Before we made the purchase we asked the representative and manager if the frame did not fit inside the bed furniture if it could be returned and they assured us we could. We asked if it came with warranty and they said it did and Ashley's asked if we wanted to purchase an extended 10 year warranty on the mechanical (motor, remotes, etc) and we said we would. From the start the one unit would work different from the other one but didn't pay much attention. In January 2014 the remote would some time not work correctly and with many things in life we would forget to call. Called the store the week of the 13th of January to have our representative call and she never did. Called the store the 3rd week of January and spoke to ****** and explained the problem and requested to have a service tech come to the house and was giving a toll free number to have them send someone out. Called the number and they stated that I had called the wrong customer service and asked me why Ashley's didn't replace with new since it was only 2 months old and I stated I couldn't answer that. On 1-27-2014 my husband and I went to the store where we made our purchase and they said we were given the wrong number and to call this number because the store does not handle any problems. We expressed to them that is not what we were told by everybody we spoke to the day of purchase and told them that we wanted to return the purchase and they stated that it's a no refund when the purchase is excepted and we need to call Sealy. We called them and told them we wanted a new frame with controls and they stated they would send out parts first and then a service tech to fix the problem first. I expressed to Ashley Furniture and Sealy that the reason for this type of purchase was for health reason and it's like they could care less.

Desired Settlement: If this is how they treat a customer by making them do a self inspection and just send out parts on a new purchase of a total of $4999.00 for the whole purchase, we want nothing to do with this company.

Business Response: Service for adjustable bases are supported by the manufacturer, serial numbers or additional information usually let them know if part or complete replacement will be necessary.  We don't have an in house technician that has the ability to resolve the issues better than the manufacturer would know how to manage.  With regards to a no fit issue we are open to exchanging items, but we follow an all sales are final policy.  We don't have a clearance center or facility to sell off returned merchandise and we rely on the manufacturer removing returns from out distribution center when they quality under their policies.

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

Consumer Response:

 

It has been four weeks since I spoke directly with Sealy the manufacture of the adjustable base and mattress. In the mean time I spoke with **** on 1/30/14 and he would have one of he's tech's check the problem, nobody came to the house. On 2/4/14 I received a phone call from ***** at the Ashley's warehouse to come out, **** called back at 11:50 and was told by Sealy's customer care tech support that ***** was not to come out because the parts were being sent out. ***** asked when the parts would arrive and they told him they could not tell him because he was not the customer. Since we have not received any parts, on 2/14/14 (10:10 am), I called Sealy's customer care and a lady by the name of **** stated that the parts were back ordered and she could not tell me when they would arrive. I expressed to her that we wanted new frames and ones that had to be repaired. Expressed to **** that these frames were less then two months old and if they needed to be repaired that meant they had problems with this frame from the beginning.

In the past we have had other appliances that had problems and they were replaced with new until the problems was resolved. Since this happen right after we received these adjustable frames and they haven't called to explain why this is taking so long, we don't trust Sealy.


 

**** ******

3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a bedroom set from Ashleys Furniture store in October and was to be delivered and put together by the delivery men. Upon delivery, the men had no clue how to put my furniture together which I found out later they put it together wrong which is why I hear a crack every time I go to lay down. They did not have all the pieces nor did some of the pieces fit and to top it off, my mirror was broken. After about a month of calling, they finally brought someone out to put in the piece that did not fit. But, I was still missing pieces and mirror broken. I've been talking to the sales manager non stop for months now and its now February and I just got my missing pieces in the mail a week ago which they still have not called me back to set up a date to come put it in. I still have no mirror because they took my first broken mirror I received with them and the two times it was scheduled to be delivered, they broke it once in their truck and once in my apartment. Now the mirror my bedroom set came with is discontinued and Ashley's Furniture only wants to give me two options: a mirror from a different bedroom set or a gift card only to be used at their store instead of taking responsibility and giving me a new set because this is not what I agreed to buy. When you think about it, I'm still paying for my mirror because they did not take anything off the bedroom set price and that gift card is basically my money and they are forcing me to buy something else from them that I did not want in the first place. And, to top this all off... they sold me a $300.00 warranty that does not even cover my bedroom set and their excuse is that the salesman would not know what the warranty does or does not cover. Now I'm stuck paying off $2000.00 on a bedroom set that does not have all the pieces. Ashley's Furniture should take responsibility because it came to me broken and that is not how I bought it!

Desired Settlement: I had no problems swapping out bedroom sets but, after all of this nonsense I've gone through for four months I have had enough. I would just like them to take the furniture back and refund me what I've already paid on it and not to damage my credit.

Business Response: The mirror has been discontinued from the manufacturer and we are unable to get a replacement.  A manager from the store will be contacting you to work our a solution that fits your needs. You should have never been charged for the mirror only what stays delivered would have been on your account. 

3/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bedroom set, living room set, and dining room table and chairs at the very end of December after moving across the country from San Diego, CA to Jacksonville Beach, FL. The overall experience was good, until it came down to clearly explaining the details of how long it would take to get the furniture delivered along with the return policy, or should I say lack thereof. After finding the furniture we wanted, we negotiated the price along with the terms of financing. We then began the credit card application process. It was only after this that they explained the delivery policy being 10-14 days. At this point if I didn't want it because of this, I feel my credit score could be negatively affected if I went somewhere else and applied again. We however decided we still wanted it. Then they informed us it wouldn't be ready for another few weeks and it was 10-14 days from when they got it. Annoying, but acceptable. The last tidbit only told to us while signing the paperwork was that there was no return policy, which is not something I typically trust, but at this point we felt there was no going back.Our furniture was finally delivered approx 3.5 weeks later, with 1 piece taking over a month. The bed came, but was defective. I was told I could accept it and they would fix it or reject it. I chose accept it and fix it. A technician came out and was able to fix one problem and order parts to fix another. Today those parts arrived. He did not order the correct parts. This is evident since only 2 parts came, three are defective, and one part which came is not the defective part of the bed. When calling the store at 4:45PM, they said they would contact their corporate office, which was closed for the day. This is frustrating since this was during, what would constitute normal business hours. Lastly, how is it that I am not a trained "technician" yet realized they ordered the wrong parts within a minute of looking at what parts came. Lastly, the one drawer they did order is broken.

Desired Settlement: Since it is apparent that they are incapable of fixing the problem, I want it replaced with a 100% working model at no cost to me and in a timely fashion.

Business Response: We are a factory direct operation and have to order all of our furniture and bedding.  We don't stock on the Jacksonville area.  I apologize if the delivery dates and details weren't explained prior to you signing up for financing.  We don't accept returns because we don't have a warehouse or clearance center like other furniture operations.  We feel this allows us to keep prices down.

I records show you had two parts orders in the system, one you received and one on backorder.  So it wasn't that the wrong part was order, it just hadn't shipped to you.

As I understand we are replacing the piece, and we would have done so the first time just as you stated.

We do appreciate you letting us attempt to just replace the part.  Most of the time we get a better outcome if we just replace a bad part over a trying to replace the whole piece.

Thank you,

***** *******
Ashley Furniture HomeStore

2/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: "BUYER RUN FOR YOUR LIFE"... I will preface this review with the fact that I sincerely believe that two companies (Ashley Furniture Homestore & ******* ********* ******** - MFS) are working together to scam consumers like myself out of thousands of dollars and trapping us to deal with many years of poorly constructed furniture. SERIOUSLY, how docompanies like this stay in business and continue to pray on good people? My wife and I purchased our first living room leather recliningsofa, loveseat, & chair from Ashley Furniture Homestore, RIVER CITYMARKETPLACE, Jacksonville, FL 32257 on 6/8/2008 for $2629.97 plus tax, $159.99 DEL fee, and $249.90 5 year comprehensive protection plan through ******* ********* ********. So well over $3,000.00 by the time we were sitting in it in our living room. And sitting in it was the problem, in just over a year of regular use we started having trouble with one reclining mechanism after another. We reported this to montage in June of 2009 and after hours and days of providing them everything they should have had in their system anyway we were able to get a technician out that determined immediately the mechanisms were non-repairable and the set needed to be replaced. So, after several more hours, days of red tape, jumping through hoops, etc ******* ********* ******** (MFS) agreed to replace the set... Great, but problem, this set is no longer available and just so happens there is noset in the store, (Ashley Furniture Homestore, RIVER CITY MARKETPLACE, Jacksonville, FL 32257), that is of is close to the price or in the same arrangement, etc... Hmmmmm, so we end up spending an extra thousand over our credit for the old set on the new set, We alsopurchase a new 5 year comprehensive protection plan from ******* ********* ******** (MFS) warranty this time costing us $349.99. Great, right, WRONG, our new set also has four recliners in it and under very normal use we starting noticing issues about a year after purchase, pattern here ya think? Now this is where things really start getting SHADY...! When we attempted to report the claim to Montage in June of 2010 it seems 10 times more difficult then our first grueling experiencebeing asked to provide everything but the kitchen sink. When we calledMontage this time their reps seemed highly trained in trying to find any little loophole they can to deny the claim due to a way they interpret a clause in the warranty contract. Once we got through that defense that took several hous, months, multiple phone calls, providingreceipts, copies of warranty, etc we finally were able to get a technician out to inspect / repair our broken sofa's in April of 2011 almost a year later. The same thing was occurring with this set that occurred with the previous set! Even the technician stated that he had been replacing reclining mechanisms like crazy on sets like ours. He said, "as a matter of fact, I was not supposed to, but I have a couple extra mechanisms on my truck and will replace for you. " Well, that was only a temporary fix to prolong the inevitable, and in September of 2012 we attempted to report it again, and this time ******* ********* ******** (MFS) had a impenetrable force field of trying to consume our life to resolve. We then attempted to contact Ashley Furniture Homestore where we purchased both sets and they referred us to the corporate office in Jacksonville. When we contacted them we were getting a similar runaround that we experienced with Montage. Ashley asked us to take pictures, provide the serial #'s of the units, etc, andthey would get back to us. When they did finally get back to us several weeks later, they stated, "sorry sir, but you are out of your 30day reporting window and will not be able to do anything for you". So,we immediately called Montage and they said verbatim the very same thing like it was script. So, here we are now in 2014 with about six months left on our warranty and we are trying one last effort to get this resolved... We have been met with even greater resistance and toldfirmly by both companies that our claim is DENIED... We have now done everything short of hiring an attorney to resolve. We have spent over $5000.00 since 2008 and endured many grueling hours, days, months, yearsof pain and suffering trying to get to a place where we have comfortable living room furniture that we are proud of! Do you know howembarrassing it is to have friends and family over and to constantly have to make excuses why your furniture is not functioning properly, etc...! At this point, we do not even care about the money, we have invested way more of our life in this problem then anyone should have toinvest... All I can say is AHHHHHHHHHHHHHH, let JUSTICE be done...!

Desired Settlement: The full set for the full value needs to be replaced with a set that does NOT have mechanisms asap! If this occurs swiftly and professionally I will retract my complaint from Angies list and BBB...!

Business Response: I apologize for the frustration you have had with dealing with your warranty claims.  We heavily support these companies since they better support our customers with accidents and issues caused by everyday situations.  It seems like for the $250 investment you initially had with them this allowed you to gain credit of couple thousand dollars to use on new living room furniture. Without that purchase you would have been outside the manufacturer warranty for repair or replacement.  Manufacturer warranties need to be exhausted before protection plan companies will pick up the issue.

Generally we find if you don't have any issues within the first couple months of ownership then the manufacturer made a piece to specification.  After that it's usually environment that takes over the condition of the piece.  Air Conditioning, excessive sunlight, pets, and other factors can eventually be harmful to home furnishings and reduce the quality and longevity of the piece.

We would prefer accidental protection plan companies approve every claim and do everything we can to assist in getting claims approved.  They purchased the new furniture from us to deliver to you the first time around.  I understand you selected a different set, but the balance was paid by them to us. We would have hoped they would have done the same again if we could have gotten the claim approved.  We always want to get approved claims that require new furnishings to be purchased by them. 

Your letter states that with your current set the technician they sent replaced the mechanisms for you.   They generally repair accidents as many time as needed, but if you need to have anything replaced, part or the entire piece, then there is no longer a warranty on the replaced part or piece.  Now if you had a claim on another part of the furniture they would need to service and process that separately.

There rule is that you should immediately notify them of any issue so they can make every attempt to resolve and not allow the issue to get larger.  We normally see the denial of a claim on cuts or peeling where the customer has told them it started months ago and they didn't call it in then.  Now the damage instead of being small is large and expensive.  They feel it's the responsibility of the customer to notify them as soon as they notice so they can effectively manage the accident or incident. 

They have been supportive of you claims when you have been outside the manufacturer's warranties with approving the replacement of the first set, and sending a technician that satisfied you on the second set.

We have contacted them on your behalf only to be told the same as you have been, the claim has been denied.  If the issues were the manufacturer's responsibility they would have done nothing and since it was incident based they have replaced and repaired.  There investment has been well above the price of the plans and we can't move them off of their policies on how they process claims.  They must be able to show how the current issue was older than reported, more than a month older.  If you find that they denied you in error please let us know and we can follow up with that. 

Thank you,

***** *******
Ashley Furniture HomeStore, Jacksonville, FL

Consumer Response:

I am rejecting this response because:

Again, we feel as if we are still getting the song and dance, finger pointing,  run-a-round on this...!  Obviously the mechanisms in both sets are faulty from the manufacturer...!  As we mentioned previously, we have invested many hours of our valuable time attempting to resolve the issue with ******* ********* ******** and Ashley Furniture Homestore already with no result on this second set.  My wife and I are business owners in North Jacksonville as well and I assure you we take great care of our Home, Business, Furniture, etc....!   We also stand behind our product / service in our business and expect Ashley Furniture Homestore to stand behind their product / service just the same!  A great injustice has been done here, and we will accept nothing less than a proper resolution that includes an apology and full replacement of this faulty set asap!  Nothing can replace the time I have spent trying to resolve these issues and get what we paid for, or the time our family has spent being uncomfortable living with this faulty furniture since our first purchase in 2008!  

Regards,

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

2/25/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: 11/21/13 We were Sold a Furniture protection extension program by Ashley Furniture and was told we could cancel after we received the contract from ********** ###-###-####. - 12/27/13. We called and requested refund 100% and cancelled the contract (as per contract). They said we should receive it in about 30 days. called back 1/30/14 and was told they would send another request to Ashley Furniture the first was sent 1/3/14. Called back 2/4/14 ********** they said we needed to call Ashley the store we were sold the contract. Called Ashley 2/4/14 and was told they could not refund the money because we were given a discount on the furniture and if we cancelled we would not have protection and still would not receive the refund. I have by e-mail the times I made request and dates. Thank you in advance for your help.

Desired Settlement: Written in the contract says we can cancel with 100% refund. I cancelled and should receive our refund.

Business Response: The terms of the promotion stated you would received a discount on the home furnishings if the protection plan was purchased.  If you cancel the protection plan you would then be cancelling the benefits of the promotion.  If the discount received exceeds the value of the protection plan, then the refund of the protection plan will cover some of the funds needed to return to the original price of the items.

This would be the same when a guest qualifies for long term financing or a free TV promotion.  They would have to be prepared to lose the long term financing or free TV if they are requesting to lower their purchase price and receive a refund. 
***** *******

Consumer Response:

I have a copy of the sales receipt and there is no mention of any such
agreement.  The receipt says that they had presented and explained the
protection plan.  If we wanted or did not want it and a place to sign
accept or decline.  Then a place for us to sign one way or the other.
It is not signed.  We bought furniture at listed sale price.  If I did
not understand it is because it was not explained.  If it is my fault
I still do not believe this is fair.

Regards,

******* *****t

Business Response: I understand, and we are not against cancelling the protection plan to be in compliance with the protection company, we just want to hold to the requirements that went with the promotion.  Another requirement to your specific sale was with the purchase of the loveseat, both that and the protection plan gave you a 50% discount to your sofa. That wasn't the posted price, but the price given when you met the requirements on the loveseat and protection plan.  The discount given on the bedroom set was also based on how many pieces you purchased.

We also have two signatures, one on the invoice and one on the customer satisfaction form, indicating you were informed of our All Sales are Final policy.  We also show ** initials next to both statements showing the sales associate made an additional point to explain how we process transactions.

If you feel the Protection Plan company is not responding to a claim against an accident you have had in your home that has damaged the furniture please let us know.  We feel for accidents they respond, restore or replace to help our customers get more out of their furniture investment. We have a good relationship with them and customers that have used their services have had pieces restored after accidents to their satisfaction.





2/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a couch and dinning set from Ashley Furniture. They delv on 1/30 we noticed when we finally moved furniture into our house that the arm on the love seat was really wrinkled. It has never smoothed out. Also on our dinning room chair there is a black mark from the movers straps that cannot come out. I have called several times to get this resolved. First time Ashley told me that she was sending me a new chair. I called again 2weeks later and talk to her and this time she is asking for pictures. I sent them. Yesterday I get a call from ****** stating that she was going to send me a replace arm rest and new back for chair and have a tech come out to replace. NO! I didn't pay $1400k for livingroom set and $1000 for dinning room to have it ripped apart and put together again. When I told Jessica this she gets rude with me and tells me that she will give message to a manager to call me back.

Desired Settlement: I want a brand new love seat and chair to my dinning room set or they can come pick up living room and dinning room and we will go some where else.

Business Response:

 
This customer has already been taken care of.  Store management and customer service were able to resolve all the issues for the guest.
 
Thank you,
 
***** *******

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a motorized couch and with the insurance, the recliner stopped working and the filling is softening and the fullness is softening. I called and made these product issues known to the store as well as the insurance company, I have received nothing but a run around and empty promises that they would call me back with a date for repair, after this did not happen, I have several follow conversations to no avail. The initial person I spoke with was employee named *****, then aprs directly from the insurance company. I am tired of the games and for the unprofessionalism

Desired Settlement: If this model is no longer available a monitary refund.

Business Response: We contacted ******* ********* ******** to check on the status of the claim.  The claim is open and they are in need of additional information from Mr. **** in writing.  They have mailed out the forms and await Mr. ****'s response.  No one has been able to give Mr. **** a repair date because this process needs to be completed first.  We have been given no information that suggests that ******* won't follow through with the repair or the replacement of Mr. ****'s Power Reclining Loveseat.

 
Our records indicated the Power Reclining Loveseat was delivered with extended protection plan against failure on June 24th, 2011.  The extended protection covers repair or replacement for five years.
 
Mr. **** called Customer Care on December 26th and was notified the claim needed to be processed through the protection plan.  On December 27th we sent a copy of Mr ****'s invoice details to confirm registration matched purchase to *******.  Mr. **** called back on January 7th to gain additional information and as i understand it, it was still in process with *******.
 
Mr. **** should be receiving by mail his follow up forms that will assist ******* in making the right repair or replacement decision to get the chair working again.  
 
We apologize for the delay and process, but feel ******* will support Mr. ****'s claim once they have all necessary information to proceed. 
 
***** *******
Ashley Furniture HomeStore,  Jacksonville, FL
 
 
 

1/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Went to Ashley Furniture about two weeks before I needed the stuff. I spent over $6,800 in cash on 8 items. They told me all items were ready to go for that attentative delivery date except for one which was just a tv stand so I thought it was no big deal and didn't mind waiting for that one item. The day after the date I requested I called them to check on my delivery and they told me my stuff would not be delivered for another month!! I said no everything but the tv stand was supposed to be ready. So ****** (Very Rude... said "are you finished?"after I told her my frustrations!!!) Said the order was held up because now the couch was out of stock too! I told her I was not aware of that at the time of purchase. Here I with an empty house and your telling me I won't get my stuff until a month later now. She eventually called me back and gave me some garbage of other people that bought the same couch canceled and they could send mine now. It would all be sent but the tv stand the following week. So I agreed to an additional week wait. Then that delivery date nears and I get a call from ****** that they are unable to confirm if the mattress was available and would have to check on it and get back to me. Are you kidding me?!? Wait for a call back the next business day as she said she would and never heard from her so I contacted my salesman and told him to figure out what's going on. I then get a call from Jessica at Ashley saying that everything but the tv stand would be delivered a few days later than planned. I felt stuck with no control so the only option I had was to agreed. The next day I get a call from someone else saying they got the chase to the couch in with a hole in it and it was on back order now. I told them to send me everything they can. Delivery comes and all they bring is a nightstand, media dresser, and dresser and mirror. No couch or bed frame. And of course no mattress, chase section or tv stand. They only do two free deliveries so that means I have to wait on everything else.

Desired Settlement: I want all my stuff within the next week. I have already waited way longer than expected. I don't care how they do it but I want my stuff. I paid a lot of money for way below par service. I am tired of the runaround. I really feel like I got the bait n switch. If they can't get it all to me in a week then they can take back what they delivered and give me my money back. All of my money back!!

Business Response: I understand the customer's frustration with mixed information and multiple deliveries.  

 
I pulled the customer's signed invoice and it has a tentative delivery date of 1/21/2014.  So this would suggest there was merchandise the customer selected that would be delayed when she picked it out, normally all items from the manufacturer can be delivered withing two weeks, but the system was telling us the best case for a completed transaction would be in mid to late January.  
 
Additional Sales Remarks on the customer's invoice.
 
DELIVERY.  All Sales Final.  Estimated delivery date may change.  Our scheduling department will contact you when your items arrive at our local delivery center.  20/20 PROMO, TD 1/27/14.  NEX PRICE MATCH, ONE PIECE IS PUSHING OUT  DEL WHAT COMES IN FIRST, PD BY VISA, MOD SG, AS.
 
I understand the sales and support team is trying to complete delivery on items weeks before contract/invoice.  
 
We are delivering as we receive merchandise from the manufacturers at an additional expense to us.  The customer has not been charged multiple delivery charges.  Traditionally we only have one delivery per charge and would have selected to have all items delivered with one delivery in the later part of January.  We use a third party delivery service so we have absorbed these expenses trying to accommodate a guest that didn't have furniture, but wanted items not readily available.  
 
The expected delivery of all items according to invoice was between January 21st and January 31st, ten days from the tentative shown on the invoice.  I believe we will be able to meet the order. 
 
 
Thank You,
 
 
Ashley Furniture HomeStore

1/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/20/2013 Delivery Issues
12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went into Ashley Furniture on 12/3/2013 to purchase furniture. My invoice came to the price of $1701.29. I elected the *** financing. I paid a total of $433.29 which was the price of the down payment and the delivery charges. They did not give me a copy of the invoice for my furniture because they said the finance was not completed until I provided a copy of my lease and copies of my paystubs. I realized that my husband was put on the finance invoice. My husband did not agree to the terms and was not with me at the time nor signed anything. I called today 12/6/2013 to cancel the entire order and was told that my furniture is already on the truck to deliver. I never completed the finance portion. I never was contacted to schedule delivery. I then asked to speak to a supervisor and was advised that none was available. I asked for corporate number and was given the number to the delivery center. I spoke to ******** at the delivery center and was advised she did not see anything being scheduled to deliver to their center until 12/11/2013. I have never received such poor customer service from this company in the past and was denied to speak to corporate. I will not accept deliver for something that I never scheduled delivery for nor finished the finance application. My husband also never signed or agreed to be put on the application. I also never asked for him to be put on. The application just asked for my spouse information. It did not ask if I wanted him to be a co-applicant.

Desired Settlement: I am requesting full refund of the amount $433.29 and my purchased cancelled.

Business Response:

 
This sale was done under an in house finance company named **** ********** *********.  ****** ******* has used the service before so *** didn't need her husband's information to complete the transaction, they were able to approve her without it. *** informed me they were not cancelling the invoice, but were offering her better terms on her transaction.  *** informed me she agreed on the better terms.
 
For Ashley Furniture HomeStores, Jacksonville, FL the transaction is with Home Furnishing Solutions and not with ****** *******.  Generally *** customers don't see the invoice as it's held with *** who processes the invoice on their behalf.
 
If *** does allow a customer to cancel the transaction with them it does not automatically cancel ***'s transaction with Ashley Furniture HomeStores, Jacksonville, FL.
 
Ashley Furniture Industies the manufacturer will not allow us to cancel an order with them if it's been selected to ship.  Selection of shipping can happen a couple to several days before actually shipping.
 
As we understand it ****** ******* is accepting of the better terms that *** has offered and the transaction will not be cancelled by any parties.
 
  ***** *******
 
Ashley Furniture HomeStore, Jacksonville, FL
 
 

12/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ashley Furniture Home store is not a very respectable store. I am upset with the way I was treated by the Sales Rep, and the Manager of the store. I am from NY and visiting my brother here in Florida. I wanted to purchase a bed for my return trip to Florida. I told the sales rep that I would not purchase anything if I could not have it before I left to go back to NY in 1 week. He told me that I would have the bed delivered in 4 days. He lied to me, just to get the $1000.00 sale. After many calls about delivery, the store agreed to deliver on the Saturday night before I was to leave. I also requested that I speak to the Manager of the store, I wanted to talk to him about the behavior of his salesman. After 4-5 hours of waiting to that return call, I became very angry with the lack of professionalism that I called the finance company and requested that they close the credit application that I have and not to disperse any money to Ashley Furniture. I then called the store and told them that the order was cancelled and that I wanted my $100.00 deposit back. I explained that I felt taken advantage of and was only a commission to the sales rep. I was told that all sales are final and that I could not receive my money back. I have a contract, but if the contact was made based on a lie,is it still legal? I would think not. But at least I only lost $100.00 and I know that the sales rep will not get a commission. I feel that the All Sales are Final policy should be a warning to all consumers that Ashley Furniture Home Stores are a rip off and should stay away from them.

Desired Settlement: I want my $100.00 deposit back.

Business Response:

 
 
On Saturday, December 7, 2013, ****** ****** went to our Orange Park location and spoke with our Store Manager.  She reopened her finance account and added an additional item to her invoice.  I believe currently all of the customer's outstanding issues have been resolved.
 
***** *******
Ashley Furniture HomeStore, Jacksonville, FL

Consumer Response:

I did visit the store and was happy with the service the Manager gave me. As long as the Manager tries to provide the services that he has offered, I will be a very satisfied and repeat customer.

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,

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

 

11/26/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a living room set and bedroom set on Oct-19-2013 from Ashley furniture. It was written in without our consent I told the salesman we do not want any warrant protection plan. he ignored me and kept it in any way. I called the company and told them we didn't want I feel we have the right to cancelled this plan because it doesn't cover any thing that we have purchased. they said they were not going to give our money back. I called that company several times and didn't get a call back, I call again and said I wanted to speak to the person who was in charge of the store and finally a man came to the phone and said he was ****t the manage and I said I don't know if he was ****t or not he got very upset and said I called him a lie I did not so I asked to meet with and we made an appoint for 11-14-13 @ 1:00 pm . He said he was not going to give us our money back we would have taken another piece of furniture for the amount of the warrant plan he just was not going to listen he said that he was not doing any thing so we left and this is where we are now. we do not have a warrant policy we do not know who the insurance is with, we asked about the manufacturers' warranties he said they are the manufacturer but never gave us an answer to the question how many years are the manufacturer warrant no answer. It is unacceptable to pay $3,987.97 for furniture and no recourse to cancelled if it something you didn't asked for anyway. Sincerely, ******** *** ******** **********

Desired Settlement: WE Would like to get the love seat that goes with the living room set if they would like to settle it that way.

Business Response: After reviewing the customer's purchase, they bought during the Columbus Day Event.  They purchased showroom pieces that we additionally discounted when they accepted delivery and protection.  There was no clearance or special prices on the showroom tags.  They were also given a military discount.  Almost 50% of the regular retail price for the bedroom and living room was reduced for them.  The Mattress was already discounted from 899.99 and was not additionally discounted from the $547 special price.

 
We have the customer sign off on our customer satisfaction form in the showroom as the salesperson inputs the sale.  On this from Mr. ********** initialed that All Sales Are Final, he initialed he would take delivery within of 72 hours of it getting to our warehouse, he initialed he wanted delivery and he initialed he wanted the additional Protection Plan.
 
At the counter with Guest Services, his invoice has him initialing "I have been presented the Premium Replacement/Protection Plan in its entirely and choose to ACCEPT".  He additionally initialed that he knew delivery would happen within 10 days of 11/2 and that All Sales are Final on the Invoice.  The entire Invoice was also signed on 10/19.
 
The Protection Plan covers all the furniture on the invoice.  Lamps and Mattress set are excluded.  With the manufacturer only having a one year warranty we would highly recommend the additional warranty.  There was a power reclining sofa and power reclining rocker recliner on the invoice.  
 
We maintain we would not have offered the customer the discount without being fully protected both by warranty and our third party delivery service.  The pricing was reduced so delivery and protection could be packaged in so that if anything during delivery or years after could be resolved as easily as possible.  
 
Regular retail on the matching Power Reclining Loveseat is $1479.99.
 
If the customer was looking at cancelling the protection plan than the sale should be rewritten without the discount.
 
In addition, the customer has reached out to suggest we did not deliver the living group she sat in at the showroom.  The firmness of the sofa is different.
 
***** *******
 
 
 
 
 

11/13/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, We bought a recliner on 10/6/2012. They sold it us as "leather", for 422 PLUS the mandatory 99.99 for the insurance which they say it's so very important and good. Their words were "if anything happens, you contact us and we will replace it/fix it..etc. They even told us (because we bought some beds and matresses, a few months earlier) that if we had a scratch on the beds they would fix it as well, of course in the 5 year frame insurance covers. Well, here we are...only a year after buying the recliner....it is breaking and ripping everywhere!!!!!!!!! my husband can't sit without a shirt there because it stings him. This is a one year old expensive recliner that was apparently leather! I submitted the complaint through their "insurance" mortgage furniture services and they denied FIXING IT, replacing it was not even in their options. This is a total scam! I even sent them pictures of the damage and submitted all the paperwork they demanded (which is a lot)! I hold Ashley furniture responsible for this, I want a refund or a real leather recliner.

Desired Settlement: I want a real leather recliner even if it turns out to be more expensive. They took advantage of us not knowing at the time, and fooled us.

Business Response: Service has been sent to the customer.  Upholstery issues with respect to wearing within the first year are handled by the manufacturer not the accidental warranty company.

 
We do sell a durablend product that is made with animal hide.  Many in the industry describe this as leather.  Similarly plywood is often considered solid wood, since it's solid layers crisscrossed on top of each other.  Unfortunately we don't have control on where the industry is moving on terminology, but are understanding of how it causes confusion to some of our guests. 
 
With any leather or leather like products we don't recommend long term exposure to skin without proper cleaning.  The oils and sweat in skin can discolor or ruin leather and leather like products.
 
With any of our warranties a call to us should be made within 10 days of the incident.  Our accidental warranties cover almost anything to do with an accident or incident.  A scratch to furniture caused by a person qualifies.  Wearing, peeling or fading is suggested to have happened over time and are excluded.  Some pet damage and other misuse can disqualify a claim as well.
 
***** *******
Ashley Furniture HomeStore, Jacksonville, FL
 
 
 
 

10/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a living room set on July 27 from Ashley. The salesman told me that I should get the five year warranty because I have dogs and if the dogs do anything to the furniture the warranty will cover it. The furniture was delivered on August 10. About two weeks later, I noticed on both the love seat and the sofa where the fabric (a leather durablend) was wearing down and ripping apart. I had not received my warranty information, so I called the store. At first I was given the number to the wrong warranty company, but I got my warranty plan in the mail about two days later, so I had the number and I made a claim. They called back about a day later to schedule somebody to come out and fix the furniture. They were scheduled about two weeks out. The person came and took pictures of the tears, but did not fix it. Two days later, I got a call saying my claim had been denied because it was due to normal wear and tear. I spoke to a supervisor who said it was not normal wear and tear due to the fact that the furniture was less than three weeks old when making the claim, but it should be covered under the manufacturer's warranty. I called the store, and they said because I got the furniture on a manager's special, it was not covered.They called the warranty company to try to request they cover the claim. They sent the same person out about two weeks later to take more pictures. Over a week later, I still hadn't heard anything, so I called them to check the status. I was again told the claim was denied due to normal wear and tear. After arguing with a supervisor, I said I wanted a refund on the warranty since it was no good. He said it would be pro-rated and I had to call the store. I called the store and she called back and said I had to call the warranty company. I have requested a refund on the warranty, but they are saying it is going to be pro-rated for the date of purchase despite the fact I didn't get the furniture until Aug. 10 and didn't even have the warranty info until much late

Desired Settlement: It is completely unacceptable to pay almost $3000 for furniture and have no recourse when it tears less than three weeks after having it. I bought a warranty because I thought that meant if something happened it would be covered. And the fact they are telling me my warranty refund will be pro-rated based on the date of purchase is ridiculous, considering I didn't even have the information until almost a month later, and it is not my fault it takes them two weeks to get out to my house.

Business Response: We need to apologize for the back and forth the guest went through.


The additional protection plans we sell through both ******* and ******** only cover most accidents.  Acts of God, Moving Damage, and normal Wear and Tear are issues they don't cover.

When it comes to pets, pet accidents such as throwing up, bleeding, or other bodily fluid issues are covered under the plan.  Scratching, biting, and clawing are not considered accidental.

There are no plans that cover anything since that would open the door to deliberate abuse and fraud.

We could certainly, if acceptable, refund the guest the full $299.99 they paid for the accidental warranty if they feel it didn't cover the issues they needed covered.  We could also UPS from corporate any available parts or covers to assist the customer.

Please let me know, thanks.

***** *******
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. 

Regards,

*** *****

 

10/15/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 16, I ordered two twin beds and one night stand. On review of my printed order, I find that two night stands were ordered and, after a visit to the store, I find that the order promised for 10 days after 9/25 will not be available until 10/28. The manager claims to have called 'corporate' but these stores are owned and operated by individuals!The best offer was to deliver the floor bed and nightstand at a 20% discount and delivery by next Thursday. No idea when then second bed will arrive.They have had use of my money ($2,500+)since mid-September and I have no furniture. I want to cancel the @#%! order and get a refund.

Desired Settlement: See above

Business Response: Customer has worked out a solution to keep the order placed with the Store Manager.  Customer may contact the BBB and update the open complaint.


Thanks
***** *******


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

1 Customer Review on Ashley Furniture HomeStore
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart