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Description

This company offers the manufacture and sale of furniture to dealers only.


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

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

Factors that raised the rating for Ashley Furniture Industries, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 428 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

428 complaints closed with BBB in last 3 years | 139 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 20
Billing/Collection Issues 10
Delivery Issues 73
Guarantee/Warranty Issues 42
Problems with Product/Service 283
Total Closed Complaints 428

Additional Complaint Information

The number and type of complaints are not unusual for a company in this industry.

Customer Reviews Summary Read customer reviews

99 Customer Reviews on Ashley Furniture Industries, Inc.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 4
Negative Experience 92
Total Customer Reviews 99

Additional Information

BBB file opened: September 21, 1993 Business started: 01/01/1945 in WI Business started locally: 01/01/1945 Business incorporated 03/27/1984 in WI
Type of Entity

Corporation

Business Management
Ms. Tammy Klimek, Consumer Affairs Representative
Contact Information
Principal: Ms. Tammy Klimek, Consumer Affairs Representative
Business Category

Furniture Manufacturers Nonupholstered Wood Household Furniture Manufacturing (NAICS: 337122)

Alternate Business Names
Ashley Furniture Ashley Furniture Co. Ashley Furniture Homestore Ashley Furniture Industries
Additional Information

9/10/08 Ashley Furniture Industries, Inc. has informed the Better Business Bureau that the "Ashley Furniture" name is being used on the Internet by someone not associated with Ashley Furniture Industries, Inc., to perpetrate work-at-home and counterfeit check scams. Between November 2007 and August 2008, the company has received almost 8,000 inquiries from consumers who have received bogus email messages from scammers pretending to represent Ashley Furniture Industries, Inc. Generally, the scam email message informs consumers of a fictitious work-at-home position as an Ashley Furniture accounts receivable employee. Consumers who responded to the scam were sent counterfeit checks by the scammers, were instructed to deposit the counterfeit checks into their personal accounts, to deduct a commission, and to wire the remainder to someone representing themselves to be an "Ashley Furniture Representative". These bogus job offers and the people perpetrating these scams are NOT affiliated with or connected to Ashley Furniture Industries, Inc. The company does not offer work-at-home jobs. If you have received one of these suspicious email messages, Ashley Furniture Industries, Inc., would like you to forward the email message to fraudreply@ashleyfurniture.com. Ashley Furniture Industries, Inc., has also posted a response page on its website http://www.ashleyfurniture.com/Feedback/OnlineScam.aspx . If you are the recipient of one of these bogus, work-at-home job offers, here is some advice from the BBB: * If the "company" sends you a check, asks you to deposit it into your personal account, and wire funds overseas, stop immediately. This is a red flag that the check is counterfeit. * Don't assume that the check is legitimate just because your bank accepts it for deposit. It may take weeks for the bank to learn it's counterfeit. *If the check is counterfeit, you will owe the bank the amount of the check that was deposited over your endorsement (plus any applicable penalties). You're the one that is ultimately liable to your financial institution. *You will not be able to recover your funds from the money wire service. Once the money has been sent, it's gone! *If you are a victim of this scam, you should contact your local law enforcement agency.


Customer Review Rating plus BBB Rating Summary

Ashley Furniture Industries, Inc. 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

  • 1 Ashley Way

    Arcadia, WI 54612 (608) 323-3377 (800) 477-2222

  • 1230 Capitol Dr

    Pewaukee, WI 53072 (262) 695-1600

  • 423 W Cleveland St

    Arcadia, WI 54612

  • PO Box 59665

    Milwaukee, WI 53259

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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)

2/8/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/5/2016 Guarantee/Warranty Issues
2/5/2016 Problems with Product/Service
2/5/2016 Guarantee/Warranty Issues
2/1/2016 Guarantee/Warranty Issues
1/30/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased furniture at Ledgewod NJ location and my couch was delivered with a hole in it. That purchase was back in NOV 2015 and I've been trying to work with customer service for 2 months and they have yet to rectify the issue.

Desired Settlement: At this point I should be entitled to a partial refund.

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in Ledgewood, NJ. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Ledgewood store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

If you have additional questions or concerns, please consider contacting the Ledgewood HomeStore Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Chose sofa and chair on line. Called Chattanooga, TN store to see if it was in stock. NO! Sales person offered to place order from info we gave from on line. We never received confirmation of our order. The cost was taken from the bank immediately. After a month, we finally received an email saying the furniture was to be delivered. It was not wrapped or covered in any way, but brought into the house. There was an electronic delivery receipt to sign. We could NOT get a copy of that. After 1 1/2 days we knew the furniture did not meet our needs. We called for it to be picked up and returned. We were told that when we signed the receipt, it was a contract and once in the house the furniture could not be returned. Their on line policy states that "if you are unhappy in any way" the furniture can be returned. The store manager refuses to talk to us and corporate says it is not their responsibility since their stores are franchises. We want our money refunded and this furniture picked up and taken back to the Chattanooga, TN store.

Desired Settlement: Refund our money and come and get the furniture

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Mr. ****** purchased furniture from an Ashley Furniture HomeStore in Chattanooga, TN. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Chattanooga store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his options.

If you have additional questions or concerns, please consider contacting the Chattanooga HomeStore Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

1/22/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service
1/19/2016 Billing/Collection Issues
1/18/2016 Delivery Issues
1/16/2016 Problems with Product/Service
1/15/2016 Advertising/Sales Issues
1/15/2016 Problems with Product/Service
1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a king size bed,mattress& boxspring,and upon delivery the wood bed, my wall& antique vanity were all damaged & this was not disclosed to me. I did notice that one of 4 posts had been damaged at the time, however the other damage was not noticed untill the delivery guys were gone. This was purposefully not disclosed to me. Over the course of the next 6 months Ashley furniture was at my house 5 more times to acess,repair the vanity & replace the damaged post in which was ordered for the wrong side of the bed the first time, but not realized untill my bed was in pieces. Ultimately I was told that I would receive a bill credit for my trouble &this did not happen instead I recieved a Ashley store gift card.

Desired Settlement: I have never had so much trouble with a purchase/delivery. This was a $5,000.00 purchase. It was a nightmare. I was given the run around for months &months& still not compensated. I would like a bill credit as I was told I would receive.

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Charleston store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

If you have additional questions or concerns, please consider contacting the Charleston HomeStore Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

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,

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

1/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Refund of our money within 1 month because the product has been of a very poor quality and the business is not interested in resolving the issue.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 The *****’s purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact the *****’s to discuss their options.

 If you have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and let you know that at this time I cannot confirm if the complaint has been fully resolved just yet.  For your reference, details of the offer I reviewed appear below.

I appreciate the business's response and have also heard directly from their customer services representative that they are giving us option of store credit for the particular store in ********** where we had bought the furniture in question. The offer is valid for two weeks (up to 29th Dec). That offer is acceptable but due to my experience with the store in the past, I can only treat this issue as resolved when I successfully pick the new furniture. The company also wants us to pay delivery fee, the amount of which we don't know, and it is still not clear that the delivery fee could be covered by the store credit if the new furniture costs me less. Therefore, please give me two weeks to update you whether the matter is successfully resolved.

Kind Regards,


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

1/9/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased my reclining sofa last February and I noticed it has been leaning to one side. I called customer service to tell them about it. I was told someone would get back in touch with me within 4-7 days. After 14 days I called back and was told someone would get back in touch me within 2 days. I was called back 2 days later from a women named Nadia who took my information and told me that a ***** would get back in touch with me either that day or the next day. I asked Nadia at that time if I could have *****'s direct number in case she did not call and she told me no that I would be her direct contact. During this time I have been in contact with someone from CS over Facebook after I complained on their website. The last cs rep told me that she received a reply to her request saying that a contractor would be in contact with me about the sofa. that was Dec 21st, 8 days ago.

Desired Settlement: I want someone to come to my house and fix my sofa before they say it outside the year warranty.

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. **** purchased furniture from an Ashley Furniture HomeStore in *** **** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the *** *** store, along with a request for them to investigate this matter further and contact Ms. **** to discuss her options.

If you have additional questions or concerns, please consider contacting the *** *** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

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

Additional Notes

Complaint: Purchased a double recliner, after approximately 3 months the recliner looks like it is years old. Did not hold up to use, sags, no support, padding crushed. Ashley's warranty policy states a 1 year warranty to repair the furniture. Ashley wants to charge me for half of any repair which is not in their warrant disclosure.

Desired Settlement: Want to have double recliner replaced with single recliner as I have purchased with Ashley. I am not asking for any refund, just a replacement. Since Ashley violated their warranty policy this is what will satisfy the issue.

Business Response:

Hello.

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Mr. *******’s claim.

If  Mr. ******* or the BBB would like to reply to this email (***************************) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom he purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

Thank you.

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

Consumer Response: Ashley does not stand behind their warranty, they want to charge me for repairs even under the warranty.

1/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased the product more than a week ago with a delivery date on 12/19/15. As of 12/21/15, the sale has cleared my credit card but the product has not been delivered and we have been provided no explanation or date for delivery.

Desired Settlement: Delivery before Christmas as promised.

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the Johsnson’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

They purchased furniture from an Ashley Furniture HomeStore in ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ***** store, along with a request for them to investigate this matter further and contact the *******’s to discuss their options.

If you have additional questions or concerns, please consider contacting the ***** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This response brings me no closer to resolution.  This response appears to be more of passing the blame than taking responsibility and making a plan to make this right.  The product is not delivered.  We have received no updates on the delivery and have not been provided any information from the company as to why the product was not delivered.  The customer service on the delivery end is simply appalling.  I am learning as I talk to friends and colleagues that this is how Ashley operates.  I look forward to a prompt resolution of this matter.  If the order is not delivered soon, I would like the order cancelled.  

Regards,

**** *******

Business Response:

We are very sorry to hear Ms. ******* has chosen not to accept my response to her BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in ******** ** does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ***** HomeStore Customer Care department at ###-###-#### for further assistance.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Tell us why here...

1/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: October of 2013 we made a purchase in the amount of 3245.89 from the ****** ** store. Upon receiving our first statement we realized that our bill amount was for a 160.11 purchase and the amount due (min) was 3.00. However, our available credit was 594.00 of 4000.00. We immediately called GE Capital and went to the store. Neither could handle or fix the issue. We were not going to make payments until we knew what we were paying for thus accruing late fees. Our next statement came and to our surprise, the balance still remained 160.11 with a new purchase balance of 6660.86. Now we were reporting 2660.88 past our credit limit. We had been charged upwards of 3400 for purchases we did not make. It took and act of congress to reverse these charges as Ashley spent nearly 2-3 months trying to figure out what went wrong leaving us to do ALL of the leg work. This is only one example of the hell we have gone through with Ashley Furniture in the last 2 years. We were told that our promo period would start over allowing us through March of 2016 to pay off our promotional purchases. That certainly was not the case when viewing our December bill of 2015 and seeing that close to 2k in interest had been added. Even at 29.9% we do not understand where that amount came from. We have contacted Ashley furniture store multiple times as well as gone in. They do not understand what has happened with our bills from day one. We have also talked to synchrony bank and was offered a 589.00 payoff for those purchases by 1/4/16 in order to reverse the interest. That is great, and appreciated but should not be that case as we were promised March. Also the amounts to not add up and are far from consistent. We have gone over and above what we should have to extend grace and be patient in waiting for Ashley to make this right. 2 years to be exact. We are extremely irritated and want immediate and full attention to this matter. We have also contacted a district store and corporate and have had 0 response after multiple attempts. We very well should have perused legal action when Ashley admitted to pulling the wrong account on two occasions and using our credit for two huge in store purchases. One, without us being there to sign and two....IT WASNT US MAKING THE PURCHASE NOT ONCE BUT TWICE!!!!!!!!!!!!!!!!!!!!

Desired Settlement: We want the entire balance on our Ashley furniture credit card account taken care of by Ashley Home Store. We do not wish to have any more interaction with Ashley or the credit company. We also want all credit bureaus notified of the issue should there be any negative action lingering on our credit report.

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ***** store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

If you have additional questions or concerns, please consider contacting the ***** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

  ***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Tell us why here...

Consumer Response:

I will rework the original complaint to reflect the ***** ** store.


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,
****** ******


1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We placed large orders November 21st and 27th. Today is December 8. The online form said one would be here December 4th and the other - yesterday, December 7th. My husband TOOK OFF WORK to receive the furniture - which we paid dearly for to have delivered. Nothing. Notta. REALLY!?!?!?! #************ #************ No one has called to say why they haven't been delivered - or when we can expect them - though I would believe them if they did. What is UP with people taking your money and then not delivering the products??? We would have gone to a store to purchase them if we had known they would NOT EVER BE DELIVERED with no follow through from the company, which we have contacted several times. No more Ashley Furniture for us!!!

Desired Settlement: Seriously... this is the worst customer service ever. We don't have time for this. Discount our order - and GET IT TO US!

Business Response:

Hello,

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ********* purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care department. 

 

I have taken the liberty of forwarding the information provided by the BBB to the online customer care department, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options.

If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####.

 

Sincerely,

 

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

The matter has not been resolved.  The form asked if we were satisfied that the complaint had been resolved or unsatisfied.

 

12/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My father in law ( ****** **********) and I purchased a living room set from Ashley Furniture on July 9th, 2011. #*********. We had several different issues that have occurred since that time. The last one may be the most extreme, on top of being ignored. Our couch that is the chocolate exhilaration, power set went out on August 30th, 2015. We had purchased the MFS warranty at the time of purchase, so I called MFS, so I filed the claim on September 2nd, 2015. The first time, the guy was here, he diagnosed that a mechanism had bent and required a new one. The large box was shipped to my home and sat here waiting on them for three weeks. Finally I called them and asked if anyone was coming back to install and they told me that they assumed that I could install. After informing them that I could not, they set up a time for the person to come back and fix. Upon, the third trip after he installs the mechanism, he then tells us that the motor has gone bad and we now need a new motor. After waiting two more weeks and after the part has arrived, he comes back out to tell me that they sent a power supply not the motor and that he could not fix. As of today, still no motor, still cannot operate the couch. I started calling Ashley's franchise in Fredericksburg, Va. on October 30th, after, I had called the local store on two occasions, and finally found out who I really needed to talk to and almost 2 months without an operable couch. I spoke in length with Stephanie at that location and she instructed me that I would have to go through ***** ******* to find a resolution, she told me that she would back in on Monday and I asked that she call me. I then once again called and got *****'s voicemail on 11/10/2015 and again on 11/16/2015. Each call has not been returned. I have had to take off work now on 4 separate occasions to have my furniture fixed, and I sit here almost 90 days later and still have a faulty, non functioning couch. I and my family have purchased 2 bedroom sets, 3 living room sets from Ashley Furniture in ******** ******** **. Each time we have purchased the Montage (MFS) warranty. I now do not feel that I can continue to refer friends and family to a store that does not stand behind their product and whose warranty company sends third party repairman to work on furniture without the rights parts, and whose "customer liaison" does not return phone calls.

Desired Settlement: Due to the time of repair, the time that I have had to take off work, the amount of time that I have vested in phone calls and emails and the frustration of the whole ordeal, I would like a replacement of my faulty couch.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. **** purchased furniture from an Ashley Furniture HomeStore in ******** ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** ******* store, along with a request for them to investigate this matter further and contact Mr. **** to discuss his options.

 If you have additional questions or concerns, please consider contacting the ******** ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This has not been addressed by their franchisees, this should then be addressed by the Corporate office. The local corporate office is not and has not responded in any way shape or form.

Regards,

***** ****

Business Response:
We are very sorry to hear Mr. **** has chosen not to accept my response to his BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** ******** ** HomeStore Customer Care department at ###-###-#### for further assistance.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.Tell us why here...

12/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A little over three years ago I purchased an Ashley Furniture Durablend sectional couch/loveseat. About 8 months ago, I noticed little black specs all over my clothing after sitting on the couch. I inspected the loveseat and discovered that the Durablend leather was peeling off in numerous areas. I proceeded to contact Ashley Furniture through their generic claim process and received several generic emails that basically stated that the defective Durablend loveseat wasn't their problem and for me to contact the store I purchased from. After several back and forth emails explaining that Ashley Furniture produced the couch and not the dealer, I contacted the dealer and explained the situation. The dealer explained that the company always puts problems back on the dealer for some reason. He said that he would contact the company rep. to see if anything could be done. I contacted the dealer again a month later and was told that the couch model was out of production and I couldn't get another one if allowed to. He said that he would try to get the material to have his local upholstery shop redo the peeling recliner. I contacted the dealer several times but he hasn't been able to get the material for me. Now, I have a $2,000 eyesore in my living room that no one will do anything about. After some research, I have discovered that numerous complaints and issues have been made with these Ashley Furniture Durablend couches.

Desired Settlement: I want the $2000 "eyesore" in my living room replaced or my money refunded for this defective junk that Ashley Furniture sales to unknowing customers.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Mr. ******** purchased furniture from an authorized Ashley dealer, *********, in ********** **. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Mr. ******** should have received with his furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the ******** area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Mr. ********  to discuss his options.

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

Business Response:

Depending on the amount of attachments being sent, it may have not gone through. The email may need to be broke down into several emails if attachments are being sent.

 

The email address is correct.

 

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

a secondary address is ***************************

 

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

 

 

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 sent seven pictures of the Durablend Love seat along with the requested serial number and model number.  As of today, I haven't been contacted by the dealer or a rep. to discuss this matter.  I am awaiting contact to discuss the problem in detail.

 


Regards,

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


12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Grinlyn coffee table online from ashleyfurniturehomestore.com in 11/25/2015. When I received the product the bottom B part of table was cracked. I immediately called by phone and applied online by filing a complaint form by ashleyfurniture website. I was told I would get an email to guide the process. I did not get the help, I need to have and intact product.

Desired Settlement: I need the replacement of defective part or product without any cost to me. I received a damaged item, and it is not my mistake. It is company's responsibilty to deliver without any fault.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The ******’s purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care department. 

I have taken the liberty of forwarding the information provided by the BBB to the online customer care department, along with a request for them to investigate this matter further and contact the ******’s to discuss their options.

 If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
******** ******* **************

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/19/15 I purchased a bedroom set that included a headboard, footboard, dresser (with mirror), chest, and a night stand From Ashley Furniture in *********** **. When my friend and I walked into the Ashley Furniture store I was very apprehensive about purchasing furniture as I just went through calamity with another Ashley distributor. I searched all day at other furniture boutiques but ended up back at Ashley Furniture and I was there for a good 3 hours because I was so undecided and insecure about purchasing another Ashley set. Therefore the Salesman confidently promised me exceptional service and then *** ***** ***** came out and sat with me and explained this “white glove” service that they provide. That the furniture is ordered and looked over before it is even delivered and they would never deliver anything unsatisfactory to any client. ***** “*** *****” went on and on about the service they provide their clients. This made my hesitation go away and I thought I was in prominent hands. I decided to purchase the furniture. At this point the lady ringing me up over charged me and I caught this extra fee so they had to re ring in my purchase at this point I became a bit uncertain with the service but I dismissed this feeling although it had already caused aggravation at the time of purchase. Then I was told I could have the 18 months on their credit line but I had to pay delivery and taxes up front. I agreed to this. My thoughts and reservation were that I wanted to have the furniture in my possession in this perfect “white glove” standard before I pay for it. So I decided to pay this $239.41 with my ******* *** card since I had not received my bedroom furniture set yet. As you know I pay my balance every month. I have no problem paying for what I purchase. My friend that was with me will stand to be a witness throughout all of this as she had heard the entire oration that the employees and owner of Ashley Furniture had said to get me to purchase from them. At the first delivery 10/7 (almost a month after purchasing), As I kept calling to ask for a delivery date that no one could tell me when all the pieces would be in and they only had some of the pieces, which made things very frustrating. Then they told me that they could only deliver Wednesday or Saturday, when I purchased the furniture I was told they can deliver any day I would like. They also would not provide a delivery time and I was told they would call me the day before to let me know. So I had to take the day off for each delivery (4 total). When the delivery arrived there were scratches and chips in every piece of furniture. When I called they told me to keep the pieces that they could be fixed and they would send someone out to fix them. I purchased brand “NEW” furniture not used or scratched furniture. I looked at the delivery driver and showed him the scratches and chips and he pulled out a sharpie marker and started coloring all over the furniture. I was beyond myself. I thought what kind of “white glove” service is this??? I was astonished. At this time I sent the dresser and mirror back because I knew that the entire draw was cracked and it was scratched and chipped everywhere I was not accepting that when I paid full price. I tried to reach out to *****, *** *****, by email and got no response. (I have printed out the email and attached it). I gave them another chance and they were to rush order me a new dresser. One week later the dresser came and the delivery guy asked me to come take a look in the truck at it. To me that suspicious they knew it wasn’t in good condition if they were asking me to look at it in the truck. I went out and there was a huge piece of paint hanging off one of the draws so I rubbed it and the whole piece of paint came off leaving no color to the draw about an inch and a half across the top of the dresser. I pointed a scratch out and the guy said “we marked that one and a few others.” So they knew it wasn’t in even fair condition. This happened at every delivery. I then called the delivery warehouse and asked them why didn’t you look over it and waste my time and your time and your employees this is just costing everyone time and money. He responded with there isn’t a lot of light in the warehouse I am so sorry. I then called the Ashley store and asked for ***** but I got *** *** ******* who I had spoken with the first time this happened and he told me he was going to speak with the warehouse and have this taken care of. At this point I told him I would’ve kept the first dresser for a discount if the delivery guy didn’t color with a sharpie all over it. For all my time and aggravation and I was hysterically crying on the phone, yet still no type of discount!!! No nothing! *** said he would be off for a few days and order a new dresser and personally go to the warehouse himself and take from all the other dressers and put one together that would be satisfactory. FINALLY on the fourth attempt!!! Someone that is going to help me, BUT SATISFACTORY?? So I waited and I did receive satisfactory. *** actually put two dressers on the truck just in case. So even *** knew there was an issue with both of them if not why would he have put two dressers on the truck for me to choose from? This one has a few scratches and chips in it and I am going to pay full price and there is paint on the mirror? So I called the warehouse yet again and they told me that this can all be fixed by the furniture people coming out on December 11th. Yet again! So finally on the 4th attempt I knew there was an issue with this furniture but yet no offer of a discount just please accept it and let the furniture people come out and try to fix all the scratches and chips in all the pieces. So until December 11th I don’t think I should pay for furniture that I am not satisfied with. On December 11th if the furniture cannot be fixed I will be returning it and asking for a full refund. I feel that Ashley furniture did not go above and beyond and should still offer some type of me a deduction. I can take pictures and if this is how Ashley furniture manufactures’ their products then they should not be selling it at this point of sale. I really should be given a reduced cost not for my time and aggravation but for the quality of the merchandise I received. today is december 11th and SAw Enterprises came out to repair the furniture and it was unsuccessful. I have called to dispute my charges through ashley and******* *** but I have still no resolution to my issue and yet again had to take another day off from work.

Desired Settlement: I would settle for a refund and for ashley to come get the furniture or a discount at this point. Just for Ashley to show some sort of customer service. Its the Manchester, CT location that really needs to step their game up and do something. This now constitutes for an entire loss of one weeks pay.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in Manchester, CT. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Manchester store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 If you have additional questions or concerns, please consider contacting the Manchester HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

12/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted and credit application with your company the beginning of November and was denied first of all, however I love you merchandise I still chose to make a purchase, on November 16,2015 I made my online order for living room furniture. And completed my order with one of your c.s.r.confirmation #**** ******** ** and #**** ******** **. my purchase was almost $3,000.00 it was exactly $2,693.77. And my mestler sofa/console table was dropped off at my back door, poor packaging, when we opened doors and shelves were cracked and or broken. I called the company I told the c.s.r that I paid cash for my merchandise, and it should not have been delivered to in that fashion, she to getba replacement I needed to put everything back in the package for them to pick it up. Wow I'm disabled and that wasn't going to happen . however she said she could send new doors and shelves for my table I agreed . and what do you know I never got them . Im totally dissatisfied with how my merchandise was handled, that was not a lawaway plan, and it certainly was not credit. I PAID CASH FOR THAT UP FRONT. I honestly feel like I should have shopped at one of the little hole in the wall furniture stores. To have paid less and gotten better service. That table alone was$254.99 *******

Desired Settlement: I wish to have a refund, replacement, repaired, or store credit for the cost of the table.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care department. 

I have taken the liberty of forwarding the information provided by the BBB to the online customer care department, along with a request for them to investigate this matter further and contact Ms. ******* to discuss his/her options.

 If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

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,

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

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a rug from Ashley Furniture HomeStore (***** *********** ***** ******** ** *****). The rug was supposed to be picked up by me on a certain day from the attached warehouse. On the day of the pickup, I contacted them to verify it is available. After, verification I went to the warehouse and waited 2 hours while the workers tried to find my rug. They were unable to find my rug and apologized for the inconvenience. They promised to deliver to my home for free. Over the next couple of weeks, as it was not delivered, I contacted the store/warehouse personell and I was in conversation with a lady who helped track down the rug. She was able to get me a correct tracking number (after multiple failed attempts of incorrect tracking numbers provided). After another week or so, the rug finally got delivered in front of my doorstep with no option for me to refuse the delivery. As it turned out the rug was not rolled in correctly and hence once opened it would not lay flat on the wooden floor. I contacted the warehouse personnel immediately and I was told that this was normal and I should lay it flat for a couple of months, and over time it fixes itself. I followed the suggestion and kept the rug flat for over 3 months. I even tried rolling it reverse and putting weight on it to help it lay flat. However, the deep creases would not flatten out, likely because the rug was packaged incorrectly and hence the creases are permanent. I called the warehouse/store and they keep sending me to customer service. In customer service I spoke to an agent and her supervisor Rob (ext: 1480) and both of them refused to help me since "the rug does not have a warranty". This is completely outrageous and unprofessional since the rug was delivered to me in a faulty condition with no option for me to refuse it.

Desired Settlement: I would accept any of the following desired outcome: Store credit for me to purchase a new rug. Refund for me to purchase a rug from a more professional store. Exchange of the same rug (as long as the cost of delivery and mailing is covered by Ashley)

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the ***********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The ***********’s purchased from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact the ***********’s to discuss their options.

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional couch from Ashley Furniture on 11/9/14. The couch has not held up well. Within a years time the couch sags to the point of when you sit in it you are uncomfortable as well as it is difficult to get up from. All of the seat cushions have lost their fullness and are flat. There are several tears under the cushions on the couch itself. When this was all brought to Ashley Furniture warranty company with pictures as well as the description their warranty department denied our claim and said they would not repair or replace the couch. They were contacted on 11/8/15. Since when does furniture fail within a year of purchase. In no way has this furniture been abused. My wife and I are truly disgusted and feel ripped off. We paid extra for a warranty that we thought would cover most issues. Any help with this matter would be deeply appreciated.

Desired Settlement: Replace sectional couch.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ***** purchased furniture from an Ashley Furniture HomeStore in *** ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the New Rochelle store, along with a request for them to investigate this matter further and contact Mr. ***** to discuss his options.

 If you have additional questions or concerns, please consider contacting the New Rochelle HomeStore Customer Care department at ###-###-####.

Sincerely,
***** ****** ****** ********* *********** **** ******** ******* ****************** ** *** *******

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought bonded leather furniture from Ashely Furniture and it started to flake creating a paint like residue that affected our skin.

Desired Settlement: I want a refund from Ashley for the furniture I bought and was damaged.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 For further review, we request that Mr. ******* either mail, e-mail or fax us the following information for review:

*a complete legible copy of your original receipt
*the model number of the item(s) in question
*the serial number off each item
*a detailed description of the problem(s)
*photos if available (one of the entire unit and one or two close ups)
*your name
*your address
*daytime phone number

Our fax number is: ###-###-####.

E-mail address is: ***************************

 Our mailing address is:

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

Sincerely,
***** ****** ****** ********* *********** **** ******** ******* ****************** ** *** *******

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered a couch from Ashley on November 30th for the amount of $525.30 (tax, delivery including). The couch was scheduled by Ashley to be delivered December 15th. I used my credit card (********) which like any other transaction showed pending $525.30 moments after ordering the couch. On November 7th, I received a phone call from Ashley Furniture stating they were not able to process the amount of the couch. I questioned, asking why when they had already processed it on the 30th of November. They stated that every couple days they renew the "hold" on my credit card in the amount of $525.30 and request a lift (credit) from the credit card in exchange. The life (credit) does not apply to the balance for 10 business days so the hold overlaps each other. I then logged into my ******** card account to notice that since November 30th, I have had 4 overlapping pending holds ( $2,101.20) and 3 pending lifts (credits). In total of $3,677.10 since the credits will not be applied back to my account for another 10 business days. This does not make sense, this is absolutely ridiculous. I called ******** and explained the situation, explaining as well that I now have open credit on my account for $400 due to these holds/credit transactions that Ashley is processing. ******** responded by they can not freeze, stop or dispute Ashley charges cause non of them are cleared as charges and are in pending. I called Ashley Furniture corporate back who stated unless they can place another hold on the card, they would not be able to deliver for the 15th and that this was their policy. At that point I had to cancel my order! My boyfriend felt so bad so he called Ashley later on, spoke to "******" who was absolutely of no help, didn't want to even help or let us explain the situation, we asked for a supervisor he laughed and said no that there are other people calling in he needs to get to. So now I have no couch - a huge amount of pending charges on my credit card and Ashley wouldn't budge for a new card to put it on or to match the price if I gave cash in the store.

Desired Settlement: This business and their "policies" need to be looked into - it is outrageous that this is their policy. When ordering, the charge should be made at one time at the time of either ordering or at the time of delivery not a new hold every couple days. I should be able to purchase this couch at the cost that I originally was purchasing this couch for at the one time charge that I was paying.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******** purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care department.  

I have taken the liberty of forwarding the information provided by the BBB to the online customer care department, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:
Hello,

We are very sorry to hear Ms. ******** has chosen not to accept my response to her BBB claim.

All of Ms. ********’s concerns have been sent to the appropriate parties for further review. I have requested they have someone contact her to further discuss her concerns.  

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received a call from a ******* customer services who explained the 6 day hold and release actions on the credit card which was nothing new to me but she does not understand that the credit card companies do not release back the money on Ashley's terms and that holds were overlapping. She doesn't want to understand or accept that Ashley had over $3,000 in holds and that it is unfair that my order had to be cancelled because I wasn't receiving the credit back in time for my credit limit to be maxed out over a $525 couch! I had to cancel the couch cause too much money was on hold I still hadn't received the first credit from Nov 30th hold or any hold afterward and they wouldn't release the couch to me! She also argued that there was only one hold put on Monday the 7th yet I have a total of 2 holds including an additional they they wanted to hold for a 3rd time in 1 day. I have pictures of my account activity to show and she continued to argue and not help me in anyway!

Regards,

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

12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: please see the case details below. i have had no response from the local office even after second notice BBB CASE#: ******** sofa frame broken and its covered by lifetime/5 yr warranty. they say it cant be fixed, replaced or anything i purchased it in 2013. since beginning the sofa had given problems. we made peace with it thinking it will at least last. a week ago one left side of the back frame just collapsed. i called the store and told them its covered under warranty. they told me neither the sofa nor the part can be made as they dont make it anymore. i demand to see what they mean by warranty. they are still liable for it. i will be taking it up in consumer court in ******* if BBB doesn't resolve this for me. They should repair/replace or refund it . I am stuck with a broken sofa made by so called High quality furniture made by AShley Consumer's Desired Resolution: 1) repair 2) replace 3) take it back and give me credit for the price i paid to buy a new sofa from them

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

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The ******’s purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact the ******’s to discuss their options.

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:
We are very sorry to hear the ******’s have chose not to accept my response to their BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******* HomeStore Customer Care department at ###-###-####  for further assistance.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

I have done that to no avail!!

12/4/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a leather recliner that was sold as "leather" that is now chipping off like paint would chip off a wall and a leather sofa that is having the back separate from the seat so that you sink into the space between the two when you sit down. When I try to call the store (********* **) where I purchased the furniture (###-###-####) the number doesn't work. When I call their ************* ******* ************ number that they provide on their website at ###-###-####, I iget a fast-busy. I simply need them to honor the warranty as it is explained on their website... but they tell me in order to resolve my issue I have to contact phone numbers that don't work.

Desired Settlement: They need to honor thier warranty and either repair or replace the problem with the sofa and recliner

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Massassas store, along with a request for them to investigate this matter further and contact Mr. Newfeldto discuss his options.

 If you have additional questions or concerns, please consider contacting the Manassas HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

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

Additional Notes

Complaint: I purchased 2 end tables from Ashley in ************* and want to ensure the parent company is aware of the practices of their stores. The price I paid was $169.99 for each table. I have not received the product nor will it be delivered until another 3 weeks. The price on the Ashley website is now $139.99 each. I asked could that price be matched (which I was told that it would be if the price dropped within 30 days) and I was told no. I the. Asked to cancel my order and was told all sales are final and I cannot cancel! The policies a re deceptive, the people are rude and unfriendly and it's apparent that the customer does not come first. We are talking about $60 and instead, I will ensure that my immediate circle will not shop at Ashley, as well as let folks know on social media

Desired Settlement: I want Ashley to stand by what he salesman told me and that the price match will be done and my bill will be decreased by the $60 that it should be.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ***’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. *** purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact Mr. *** to discuss his options.

 If you have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

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,

***** ***

11/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My boyfriend went here to buy a dresser for our son who wasn't born yet. We needed one for his room. He found a nice dresser AS IS which the employees claimed it meant there were some scratches. It was 300 dollars which we thought was a great deal for a nice dresser with a few scratches. We brought it home and the whole inside of it crumbled. It looked as if the wood was held together by tape. It was completely destroyed and unable to be used. We were very upset so he called the store and they for some reason could not get him on the phone with a manager. He emailed several different times and no one wrote him back. Then he went to the store and dropped the dresser back off because it was junk. Still no employee could help him with refunding the money. I go back in a couple days later and this dresser is back up for sale!!!! Taped back together on the inside. My boyfriend disputed the charge since he no longer had the dresser. His credit card company got the money back and then ashleys won the dispute due to the sale being as is. We disputed it 3 more times and they won so he gave up. Its ridiculous that AS IS means unable to be used. How can they sell something like that? So now we are out 300 dollars and no dresser.

Desired Settlement: We wanted our money back for the dresser considering they still have it. We lost 300 dollars for nothing. And never got in touch with anyone about this. It was the worst customer service ever.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. *****’ claim.

If  Ms. ***** or the BBB would like to reply to this email (***************************) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

Thank you.

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:

Hello,

 

I have sent Ms. *****' concerns to the appropriate parties for further review. We have requested that someone from the store contact her as all refunds would need to come from the store she purchased from.

 

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

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,

****** *****

11/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The sets of Ashley furniture I bought about ONE year ago have a very strong and irritant smell, even though I have tried my best to remove the toxic odor and keep opening my windows most of the time to air my house. My husband coughed for more than a month when we first received the furniture, and my nose is very allergic to their odor. I put a formaldehyde testing kit in one of the drawer of their furniture, and the result indicats that the formaldehyde concentration is FIVE times higher than the legitimate level!!! I tried to warn other people about this and keep them away from Ashley's toxic furniture, but I found that my some of my online reviews were erased (I won't cease fighting!) and Ashley never takes it seriously!!! I also reported to the Better Business Bureau twice, when I first successfully contacted the customer representative of Ashley and asked if they have any certified documents proving those furnitures meet the requirements of the Toxic Substances Control Act of TSCA, they replied no. After that they just keep ignoring me!

Desired Settlement: Refund and remove the furniture

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. **** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. **** to discuss her options.

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:
We are very sorry to hear Ms. **** has chosen not to accept my response to her BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** HomeStore Customer Care department at ###-###-#### for further assistance.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.Tell us why here...

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

******** HomeStore Customer Care department did not reply my email and enquires sent last week either. That's why I refuse to accept the response.



Regards,

**** ****

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a reclining rocking chair with a remote battery pack. We had a concern that the battery would not be sufficient to handle the chair's need since we told the salesperson that the chair would be used a lot. We were then told that we could try out the battery to see if would last sufficiently long. It didn't. Upon getting it home after charging it to specifications, we find that the battery charge didn't last longer than a week before we would have to lift the chair up to get access to the battery...plug it to the wall with our own extension cord...then wait a day without using the chair...then to go back and lift the chair, rework the wire set up then finally be able to use the chair again. Every week we would have to go through this procedure. A point we made poignant at the Ashley store. Now we must have the chair plugged in 24/7 against a wall where now we have problems seeing our television. We were told we could try it to see if it did not work. This was the agreement. We have contacted the store and they said tough. You bought it now it's yours. We went to another store to see how they would handle the situation. They said they wouldn't help us either. We have appealed again to leadership in the Ashley chain of responsibility to no avail as well. We were promised that if the battery pack did not work out that we could find another solution. Lies all the way around.

Desired Settlement: Since we cannot use the chair in its current location in the room and since the battery often dies and must be charged weekly by going through the procedures as explained above, we desire a full refund on both the chair and the battery. Get them both out of our home! We will go elsewhere to find salesmen and a corporation we can trust.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ********* purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ****** store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his options.

 If you have additional questions or concerns, please consider contacting the ****** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

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

Additional Notes

Complaint: I purchased two Ashley Furniture durablend (bonded leather) couches online at *****.com a couple of years ago. The issue I am reporting is that the a piece of the the bonded leather has came off during the night, I noticed a few creases that was no there about two weeks a go which I though strange, as the couches are rarely sat on, both couches are still in really good condition, apart from this piece that has randomly fell off. I had this sofa in a beige minky color in a material which i puchased back in 2004/5 which is still in really good condition, i loved the style and the quality of it, and wanted a change thats why i decided to purchase the durablend ones thinking they would have the same quality (how wrong). After discovering this with my couch, I went online and I have seen there has been many reports of the same issue, with pictures almost identical to mine. I also have read how rude and UN-coperate Ashley furniture has been with the consumers who have contacted them regarding this issue and there has been alot. If a couch is only expected to last a certain amount of years then it should be stated, so consumers are aware of what they are buying, no one expects to buy sofas and expect them to have a life span of 2-4 years. Apart from the random falling off the bonded leather which looks disgusting and will only accumulate by the day, the sofas are in really good condition and are like new. Because of the bonded leather just falling off new couches have to be pruchased when the frame and everything else is just fine, I am one of many who has/had this same issue, and ashley should recall all furniture made with this material. If everyone is having the same complaints then there is a genuine issue. I think Ashley Furniture has done its consumers wrong by not making them aware that the life span of furntiure made in this material lasts only 2-4 years if you are lucky. also purchased a dining table and chairs and one of the chairs made from the same material just started peeling away, but I can get the chair recovered unlike my couch. You purchase something and expect it to last unless otherwise stated.

Desired Settlement: I would like the sofas replaced with something that lasts like my original sofas were supposed to.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ***** purchased furniture from an authorized Ashley dealer, Army & Air Force Exchange. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Ms. ***** should have received with her furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist that works with the ***** stores. The Marketing Specialist will assist store management with this claim and will instruct them to contact Ms. ***** to discuss her options.

If you have additional questions or concerns, please consider contacting the ***** corporate office at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:

Hello,

 

Ashley Furniture Industries, Inc. has done every thing they can to assist this account with Ms. *****' concerns. She will need to continue to work with ***** store or corporate customer care. Ashley does not have access to each of the stores individual sales records to see the status of her claim.

Please close this claim on behalf of Ashley Furniture Industries, Inc.

 

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the ma

I contacted ***** online in the beginning before I contacted ashley furniture, and they told me that as the furniture was over 12 months old it was the duty of the ashley as the manafacters to replace etc the furniture.  In the previous response from ashley furniture they stated the had forwarded on a credit what did they mean by this.  It seems they don't really care about their customers or the quality of furniture they are selling. There are so many people with the same issues as mine regarding patches of the material just falling off the couches. Ashley has a duty to stand by its supposedly good name and do something.


Regards,

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

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

Additional Notes

Complaint: We purchased and paid cash for Ashley Furniture and received damaged goods, dining room chairs are damaged. Made several attempts to get this resolved but we are getting no where with Ashley on getting this issue resolved. We are seniors citizens and believe we are being deprived of Ashleys warranty and we even purchased the 5 year extended warranty from them. Please help! I never in my years ever dealt with a company so awful....

Desired Settlement: We want our purchased product repaired or replace.

Consumer Response:

Tell us why here...****** ********* *** ********* **** ***** *** *** **** ******** ***** phone *** *** ***. Invoice #******* dated August 26, 2015......item #*** ******** Hopstand Bar Stool Chairs damaged, loose and damaged seat cushions and loose seat cushions, attachment screws for cushions loose and will not secure cushions to chair frames....safety hazards!

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. **** purchased furniture from an Ashley Furniture HomeStore in *** **** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Bel Air store, along with a request for them to investigate this matter further and contact Ms. **** to discuss her options.

 If you have additional questions or concerns, please consider contacting the *** *** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

11/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered $15,000 worth of furniture in September from ********* **** location. Delivery October 6th was awful. Wrong size mattress and box spring. No bed rails. No mirror for dresser. Debris all over carpet. Spoke with Customer Care numerous times. Wrote letter. Bad reviews on BBB and Yelp. Provided compensation and corrected order. Corrected order delivery was NOT corrected. Hardware needed to assemble bed rails and headboard/footboard NOT available. Have to order parts and schedule yet another corrected order delivery date. VERY DISSATISFIED!

Desired Settlement: Take full cost of bed OFF my bill. Correct order and assemble bed IMMEDIATELY.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
****** ********* *********** ****
Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I am not confident that this matter will be resolved by the ******** store. I understand the ******** store is a franchise, but I don't understand why corporate could not facilitate the resolution of this issue in cooperation with the ******** store.

 


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

Business Response:
We are very sorry to hear Ms. ****** has chosen not to accept my response to her BBB claim.

Ashley Furniture Industries, Inc. does not have any type of ownership with the ********* ** HomeStore. Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** HomeStore Customer Care department at ###-###-#### for further assistance.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.Tell us why here...

11/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a living room set and bought a warranty for it considering accidents happen and normal wear and tear happen over years so thought it would be beneficial to purchase it. The chaise lounge back is bent because it is only a piece of plywood that they use for furniture. There are water stains all over all three pieces of furniture we have which is covered. We have called several times and talked to at least 3 managers/supervisors and they said that we can't use our warranty. I don't understand why we can't use our warranty for issues that fall under the warranty. We really need Ashley furniture to comply with the warranty that we paid for and fix and/or replace our furniture. We don't need any gift cards to purchase any furniture from Ashley just for them to go through with our warranty agreement.

Desired Settlement: Ashley furniture has a responsibility to comply with an warranty agreement that we were told we could do if anything happened to our furniture. We are not asking for money just for them to replace our furniture that is destroyed by normal wear and tear.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ********* purchased furniture from an Ashley Furniture HomeStore in Columbia, SC. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question. Some retailers offer protection plans or additional plans, which are either through their store or third party companies. Ashley Furniture Industries, Inc. is not liable for any of these types of plans.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Columbia store, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options.

 If you have additional questions or concerns, please consider contacting the Columbia HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs RepresentativeTell us why here...

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

Additional Notes

Complaint: To Whom It May Concern:, I am disputing the total amount of $5,523.34, I am in the process of returning the power base bed and mattress that was purchased from Ashley Furniture on August 24, 2015. Due to their poor Customer service practices. Please accept this as my written claim during this matter. Sept 7th I received an automated call stating the delivery would be set for 1-4pm. I did not receive a call from Ashley's stating they were delivering the bed early. I received a text from my elderly mom stating Ashley's arrived at my home 11:52 a.m. By the time I arrived at 12:40p.m. the drivers were gone. My old mattress and box spring was taken to be disposed of as I agreed previously. The problem began when the set up of the base was 2 different colors and fabric one side of the railing was left off and the base was cocked to fit, leaving the other side of the rail off the head board/foot board. I would not have agreed to the delivery based on the conditions nor would I have agreed for them to take my old mattress and box spring being I was dissatisfied. I went to the store and spoke with Barbara Holbrook and she stated the ***** ******* ***** was not available until Thurs. and asked if she could help. I explain to her what had happened and my dissatisfaction I also showed her pictures of the job. She suggested that I could get rid of my headboard and footboard to make the power base fit. I expressed to her that wasn't an option. Sept 9th I received a voicemail from *****, the ***** *******, stating he would do ANYTHING to work out this matter and was very apologetic. I called back and ***** scheduled someone to come out to look at the job. Sept 11 *** from Ashley's Furniture investigation team came out and took measurements and pictures of the base of the bed. *** stated King instead California King base would fit based on the measurements. He also discovered the mix match bases. The King bases were then ordered and set for delivery for Sept 19th. Sept 19th The King bases were delivered along w/my mother(******** ******) bedroom set minus the base of her bed she had ordered. The driver stated that the bases were on back order. So I contacted Ashley's customer care and the rep mentioned the drivers don't know what is in there delivery until the day of. The delivery driver removed the Calif King bases put a dent in the left side of my wall up the staircase. I express to the driver that he just dented the wall. He apologized and continued to move the bases downstairs. I contacted Ashley's customer care AGAIN and spoke w/**** she informed me that the delivery charges would be reimbursed on my order as well as my mother(******** ****** who resides with me) and a gift card of $500 would be mailed. She asked if I could send her a picture of the damages to the wall so it could be forwarded to the delivery team. Per her request it was completed. Sept 21st I received a call from *** ***** from xpo and was asked to email an estimate from my painter and he would get in contact to settle the matter by the end of the week. Per ***'s request the estimate/invoice of the damages was sent on Sept 22nd. NO call from *** on Fri. So I called Mon Sept 28th and left a voicemail message, I called Sept 29, Sept 30th, and Oct 1st. I then called ***** the ***** ******* at Ashley's to negotiate the cost of the bed for my troubles being I was frustrated with the process and was considering returning the purchase,he said he would call back. ******** ******** salesperson called back and offered to take $1000 off the total price of the bed. She also upgraded my mother(******** ******) base for her trouble Oct 6th I spoke to *** ***** he mentioned he didn't receive my email for the estimate of the damages to the wall. I explained to him it was delivered and wasn't a returned email. He then stated he found it. I then requested the name of his supervisor and phone number. He gave me ***** ******* and his phone number. I called ***** he stated he would need to have a contractor come out to look at the damages due to the cost of the estimate. ***** said he would set something up by the end of that week. NO CALL from ***** or ***. Oct 18th I go to the Ashley store and speak with ***** and asked if he would schedule a pick up to return the my total purchase since I no longer have a desire to have it. He stated he wasn't going to allow me to return it and I need to refer to my contract due to bases and mattresses are non refundable so I left the store. Oct 19th I called Customer Care and spoke with ******* she transferred me to Joyce Helms her supervisor. Joyce said she would have someone from the xpo delivery team call. ****** ****** called and asked if I could email pictures of the damage and invoice/estimate. He stated he would schedule someone to come out by the end of the week. Per his request I emailed him the estimate and pictures of the dent. He sent a email back and said he didn't receive the picture of the dent but did receive the estimate so I resent the email of the pictures of the dent the same day to *****************. In conclusion I am totally dissatisfied with the Customer Service I received from Ashley's Furniture and I am requesting a total refund to be credited to my ******* ****** account. Thanks for your cooperation. Sincerely, ****** ********

Desired Settlement: Return purchase for a full refund to credit account

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ******** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
******** ******* **************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

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

Additional Notes

Complaint: I bought a matching bed and dresser set on 3/1/15 which was delivered to my house in April 2015. The bed has had no issues at this point, but the dresser has not functioned correctly for any extended period. Within several weeks of owning the dresser, I noticed the wood material was actually starting to disintegrate. I contacted Ashley immediately because once it started disintegrating, it just continued to crumble. The repair service came out to assess the issue and determined to replace the pieces. This took several weeks to do so. Once I received those, several of them were damaged upon receipt, thus having me have to call again and have additional ones delivered, again within several weeks. After receiving those, within a few weeks again, some of the dresser drawers started to disintegrate as if the wood was not properly treated or that the quality was just that poor. After another call to Ashley's service department, they decided to swap the dresser for the same one. On 10/10/15, the dresser was delivered, however before even getting it off the delivery truck, upon inspection, it was already damaged and was not a quality piece that I had paid for. The delivery men were gracious enough to help me get in contact with customer service for further resolution. After taking to the service area, I have been very frustrated. They haven't returned my calls within a timely manner or come to a reasonable agreement about what the next steps should be. After this many instances, it is clear the dresser is not made properly and to me it is a waste of time to continue to try and replace the same thing after this many times. I have had to take off of work numerous times, which is a financial hardship that Ashley clearly is also not taking into consideration. Their best solution at this time was to give me $115 in reimbursement and I could keep the damaged dresser. The highest they have come to offer was $150, again with keeping a damaged dresser. They are still reviewing my case and said they would have someone get back to be by Tuesday, October 20th. This has been 6 months of hassle, time away from work, financial loss and pure frustration.

Desired Settlement: Due to the financial loss and time from having to take off of work to deal with this and the pure fact that 6 months later I am still having issues, I requested a refund of 1/2 the packaged deal (bed/dresser cost was $500 before taxes). I would keep the damaged dresser and have a refund of $250 (not store credit as I will never buy from Ashley again after this experience). I think this is a fair and reasonable resolution because again, 6 months and numerous attempts, I still do not have an undamaged dresser. Financially if you look at how much I lost in having to take off of work to deal with this, it would be a lot more money and I also think my time is pretty valuable.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
Consumer Affairs Representative

Business Response:
We are very sorry to hear Ms. ***** has chosen not to accept my response to her BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******* HomeStore Customer Care department at ###-###-####  for further assistance.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The reason this is rejected is because it doesn't resolve the issue.  It certainly can be transferred to the local store for further resolution.  I look forward to resolving this soon. Please make sure the person it is referred to has the most up to date info because I have been working with the local store/service area.

Regards,

****** *****

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

Additional Notes

Complaint: My husband and I decided to purchase a sofa with Ashley Furniture and we were told 4 weeks. Since we are currently expecting our first baby in November we decided to go ahead and purchase the sofa. We loved Ethan Allen but their wait time was 8 weeks and we did not want to run the risk of the baby arriving and having no sofa in the house. Well, here we are almost 8 weeks later and STILL no sofa from Ashley Furniture! We have contacted the sales rep, the assistant manager, the manager and even the corporate office and no one seems to give us a clear answer or even make things right! No one there cares about customer satisfaction it seems. Almost 900 dollars and 8 weeks later, we still have no sofa, no answers and no satisfaction. When I contacted corporate they told me to contact the store! Obviously we have been doing that for weeks and no help has been given. DO NOT BUY FROM HERE. It would be better to spend a little more and get great customer service. We are now contemplating fighting the charge with our credit card company but it will not remove all the aggravation we have encountered thus far.

Desired Settlement: To be contacted by company and issue resolved to our liking.

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ***** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the **** store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 If you have additional questions or concerns, please consider contacting the **** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
******** ******* **************

10/28/2015 Problems with Product/Service
10/27/2015 Problems with Product/Service | Complaint Details Unavailable
10/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: **** ***** ***** ********* ******* ****** ********* *********** **** *** ****** *** ******** ** ***** Re: Customer #: ********** Invoice #: ********* I write this complaint with much regret. I thought Ashley Furniture, Inc. prided itself on customer service and making sure that the customer was completely satisfied with their purchase. Apparently, this is NOT the case. I'm still ANGRY about my customer service experience and will tell my personal and business colleagues to NEVER buy any products or services from your company. What I see here is another company not doing the right thing for its customers. Anyway, I’m going to fast forward to the customer events that happened to us: On May 16, 2014, my wife and I purchased quite a bit of furniture in preparation for our move into our home that same month. We purchased the items at your store located at **** ******** ***** *********** ** *****. After MUCH research, we were very excited that we had found a furniture store that fit our needs. Please see attached invoice for the items that we purchased. After the purchase, it took about a week for delivery. (No problem). The delivery guys set everything up and promptly left. Now I am NOT a furniture expert or furniture mover/setup person, BUT it came to my attention that my son’s bed (Queen size) had been setup incorrectly. On August 11, 2015, my son and I were looking under the bed and noticed that a wood box spring support (one of the legs) had come off. Therefore, we proceed to remove the mattress and box spring to investigate it further. Upon removing the box spring, we immediately noticed that several box spring supports had NOT been secured properly!! There were numerous screws missing and support boards were sliding EVERYWHERE! This made me suspicious about the other bed (King Size) that had been purchased. Therefore, on August 11, 2015, I promptly went to the store where I purchased the items and informed them about the problem. The customer service person at the store gave me a phone number to call customer support for resolution. I promptly contacted the customer support to get resolution. This took a VERY LONG TIME for customer support to respond. I left messages….. after messages for 3 days with NO RESPONSE. I sent email also. On Sunday, August 16, 2015, customer support service finally contacted me back. She stated that someone would be calling in about a WEEK to come by my house to determine what is needed to be fixed. On August 27, 2015, the repair person (***, ###-###-####) called me back and asked me what was broken, I told him about the apparent damage(Queen bed) and potential damage(King bed) regarding the mattress supports. Therefore, he decided to send me the necessary hardware parts in order to perform the repairs. He asked that I contact customer support again when these items arrived so that he could complete the repairs. Please see attached emails concerning the conversations on resolving this matter. Even the email dated August 28, 2015 specifically states that the repairs would be made by Ashley Furniture. After about a week, the items did arrive. I promptly contacted customer support to schedule the repair person to come out and make the necessary repairs. Upon reaching customer support, they (i.e. Labreca and your supervisor) told me that my furniture was OUT OF WARRANTY and that they would be UNABLE to fix the beds properly. Now, I TOTTALY TOTALLY disagree with this action. I am no furniture expert!!! From a legal standpoint, this purchase contained concealed damage. Therefore, it is Ashley Furniture’s responsibility to correct the issue. Just following a corporate policy at the strict level does not release Ashley Furniture of its business responsibility. Besides, this is NO WAY to treat your customers that spend hundreds and thousands of dollars with your business. My wife and I request that this matter be corrected by repairing the beds AND provide a refund of $200 for concealed damage due to poor furniture setup. The box springs alone have been damaged. And the comfort of the bed has been affected. I could go further with this matter, but I’m a person of integrity and want to treat the business with professionalism. Therefore, I think this compromise is fair. If you need to reach us, please contact me (***) at ###-###-#### or **********************. Regards, *** ****** Cc: ******** *****

Desired Settlement: Repair AND Refund of $200

Business Response:
Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ****** purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his options.

 If you have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******
Ashley Furniture Industries, Inc.
******** ******* **************

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 UNTIL I hear from the ******* store for FINAL resolution. 

Regards,

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

10/26/2015 Delivery Issues
10/26/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased approximately $5,000 worth of furniture from an Ashley store in Appleton, WI last December. We were very happy with it after delivery. However, by July of this year, the sofa we purchased as part of a 3 piece set broke. The couch cushions did not sit right on the sofa and the couch made a crunching noise upon sitting in it. After speaking with at least 6 individuals, my husband was finally directed to submit a warranty claim on the sofa. We were told the claim would be reviewed and the couch would be evaluated for repair or replacement. After a month we had not heard anything from Ashley. My husband followed up and a technician was scheduled to visit our home. This process took another two weeks. The technician assessed the couch, took pictures of the problem and attempted to fix the couch. He asked if we had anyone jumping on the couch to which I said no, we only have a one year old. He agreed there was no reason the couch should have broken except due to poor design of the couch. He left our home with the couch still overturned on the floor as I needed to vacuum behind the couch / he had left sawdust on the floor from screwing into the frame to secure loose supports. The technician did not see how the couch "sat" upright before he left. It was clear once the couch was again upright that the same problem remained. My husband again contacted Ashley and was told we'd have to wait for the technicians report. We waited; we were told the problem was due to customer use and not manufacturing defect, so the claim would be closed. It's impossible that the couch was damaged by customer use. My husband attempted to contact Ashley again multiple times and was juggled between individuals, told the person he needs to speak with was gone, or that he'd need to contact somebody else, basically anything to make it extremely difficult if not impossible to seek resolution. We are left with a broken sofa and a living room set that is non functional. My husbands customer service experience has been terrible, particularly considering the amount of money we spent with Ashley.

Desired Settlement: We want a refund on the sofa set. This would be a bare minimum request. Our wood floors were also scratched from a spring breaking on the sofa. We may be asked by our landlord to replace the damaged flooring as well. We also want our living room set removed at Ashley's expense. It is of no use to us. If Ashley will not remove the furniture we will attempt to donate it. We are not interested in replacing the sofa with another poorly designed sofa. We no longer trust the quality or customer service of this company. We would consider a store credit to use towards the purchase of a buffet to match our beautiful dining table set from Ashley, but will never purchase another sofa from here.

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


Business Response:

Hello,



Thank you
for contacting Ashley Furniture Industries, Inc. We appreciate that you have
notified us regarding Ms. ******’s concerns. We take these matters seriously
and want to ensure the proper steps are followed so a resolution can be reached
in a timely manner.



 Ms. ****** submitted their warranty claim to
Ashley Furniture Industries, Inc. in August 2015. At which time ** ******* ********* ******* was hired to complete an inspection and repair the furniture.


 

On October
6th, ******* sent an email to Mr. ****** letting him know that if he
has further damage to please supply photos for review and the claim would be
reopened. Unfortunately, nothing was received, therefore we had no reason to
believe that everything was alright.

 

The ******’s
may contact ******* at ###-###-####, ext. ****** or email her at ***************************. At
the time of the call or email please provide Claim No *****.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

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

10/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchase product four months ago and they delivered it not too long ago. Product is defected delivery personnel unable to put furniture due to missing hardware. Called them a number of times to fix the issue. They promise to resolve the issue four times a month and half after initial delivery the furniture is still not put together.

Desired Settlement: Complete the delivery and make this whole thing right.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. ***’ concerns. We take these matters seriously and want to ensure
the proper steps are followed so a resolution can be reached in a timely
manner.



 Mr. *** purchased furniture from an Ashley
Furniture HomeStore in *********** **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the **********
store, along with a request for them to investigate this matter further and
contact Mr. *** to discuss his options.

 

 If you have additional questions or concerns,
please consider contacting the ********** HomeStore Customer Care department at
###-###-####.



Sincerely,



***** ******

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

10/13/2015 Problems with Product/Service
10/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Twice this year Ashley Furniture has charged my Ashley furniture credit card issued by ***** ***** for purchases I did not make nor did I authorize. It took my over three weeks the first time to get it corrected and I have yet to receive any help this time around. The card statement shows that a purchase was made in ******** **. I have called the store and the headquarters in ******* ** numerous time. Desiree in customer service in Lubbock took my call and did nothing to follow up with it. Johnny in accounting is whom is suppose to credit my account never has taken a single call or returned a call. This transaction is fraudulent. I have closed out my account with ***** ***** and will pursue legal action against them.

Desired Settlement: To have my account credited and have the person whom is charging my card prosecuted.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. ******’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Ms. ****** purchased
furniture from an Ashley Furniture HomeStore in ********, **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the ********
store, along with a request for them to investigate this matter further and
contact Ms. ****** to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the ******** HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

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

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

Additional Notes

Complaint: When my furniture arrived, the delivery men were very nice and on time. However, they plugged in their power drill battery to charge. I found this very unprofessional and surprising because I was only the secondary delivery of the day. I took off work, so I would be home when my furniture arrived. When the sectional sofa arrived it was two different colors. (Charcoal and cream white) I would have thought that Ashley’s would have had more integrity to call the customer to make sure this order was correct, regardless of any ‘notes’ that were on the order. I spoke with the “***** *******”, ***, and she said that it was their mistake and that they would take care of any inconveniences. She offered to reimburse me for the delivery fee ($126) and apologized. She even took my credit card number so she could reimburse me the $126.00. In the end, this DID NOT HAPPEN. Not only did I not have a incomplete sectional for the family get together I was having that weekend, but I was completely embarrassed that I didn’t have enough seating for everyone; plus, it took 10 additional days to receive the correct color sectional to arrive. This experience was unbelievable in the worst way. I also did not receive a follow up call about my mismatched furniture. Luckily, I got a text telling me when the second delivery would arrive, and I had to take an additional day off from work. I can’t begin to explain how disappointed I am with Ashley’s furniture. I had to take the initiative to call Ashley’s to see what was going on with my order, and how they were going to compensate me for this inconvenience. Again, I spoke with the “***** *******”, ***, and she AGAIN said that they would be able to reimburse me for the delivery fee. (This did not happen) She was very nice and understanding about my situation. I received an additional call from the “***** *******”, *****, where he proceeded to laugh off HIS mistake, saying he hit the wrong key in the computer, and “You know how those things can happen, haha”. He stated that Ashley’s would not be able to refund me the deliver fee like *** promised, but rather that they could give me a $50 gift card. I told ***** that this would not be acceptable. Since I had spent more money on the furniture than originally planned, I didn’t want to spend additional funds, therefore, the $50 gift card is of no value to me because there is nothing for $50.00 or less that I want from your store.

Desired Settlement: I would like Ashley to stick by their word and refund me the delivery fee like they promised me.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. ************’s concerns. We take these matters seriously and want
to ensure the proper steps are followed so a resolution can be reached in a
timely manner.



Ms. ************ purchased
furniture from an Ashley Furniture HomeStore in ************** **. Ashley
Furniture HomeStores and authorized dealers are independently owned and
operated. All decisions are made by the store that sold the product in
question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the *************
store, along with a request for them to investigate this matter further and
contact Ms. ************ to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the ************* HomeStore Customer Care department
at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

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

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

Additional Notes

Complaint: I purchased an Ashley Furniture "Damacio" 5 piece sectional from ******* ********* which was delivered on 2/11/15. On 8/24/15 I noticed spots on the seat of the RAF power reclining section. It appears as the leather is peeling off. It is advertised that this seating area is top-grain leather. There must be a flaw in the way they are applying a protective coat. I have tried to file a warranty claim and it was denied. How could they say normal wear and tear could cause real leather to peel apart in under 7 months?

Desired Settlement: I would like the damaged piece of my sectional repaired.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the **********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The **********’s purchased furniture from an authorized Ashley dealer, ******* *********. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet the **********’s should have received with their furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the stores area. The Marketing Specialist will assist store management with this claim and will instruct them to contact **********’s to discuss their options.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I just don't want this complaint closed until my issue is resolved. I had already worked with the authorized re-seller, ******* *********, and processed a warranty claim through them. ******* ********* submitted the claim and informed me that the manufacturer had denied it as a warranty claim. I have been dealing with Eric Taylor at ************************************** ###-###-####. He ordered the seat cushion and casing for the seat. Initially he said the manufacturer would cover $100 for the installation, but then emailed me back to say "The manufacturer reviewed the images and does not feel this is a manufacturer defect, and will not cover the original $100.00 as listed previously." 


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

Business Response: Hello,

We are very sorry to hear that the **********'s has chose to not accept our response to their concerns.  I have sent an email directly to the email address they provided requesting the serial number off of the unit. Once we receive this information, we will work directly with the store in regards to a resolution.

Sincerely,

***** ******
******** ******* **************
Ashley Furniture Industries, Inc.

9/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sectional sofa on 5/29/2011 in ********** **. It is made of Ashley Furniture's Dura-Blend material. Two years after my purchase the head rests developed some creases in them that a cracks down them. At this point I contacted the extended warranty company. They told me my furniture would not be covered. I left it be. April this year 2015, the pealing became so bad that my wife and I wanted to look into a new sofa. I attempted to settle this with the extended warranty company. Again, I was told it would not be covered and this was a matter to be settled with Ashley Furniture since it is product quality related. I could not leave it be. I went to an Ashley Furniture store where I live now in Florida and they said Ashley Furniture has been doing exchanges/refunds for their Dura-Blend leather. So I made contact with the warranty people. In an email I was offered $200 in restitution if I kept my sofa and signed a release and agreement. Maybe any other person would accept this but I felt more insulted than anything. I feel that at the cost of $200 I would rather my complaint and pictures be on the BBB site. So, this is where I'm at.

Desired Settlement: Ashley Furniture, I feel that you know this Dura-Blend material was a bad choice and that is why you have removed it from your floors. I am a customer who is stuck with this poor choice when I was expected Ashley Furniture quality. I filled a whole home with furniture from you when I made this purchase. My parents and my in laws are why I made the purchase from you instead of anyone else. They've both had their furniture for MANY years and it was all purchased from your floors. As well as I am happy with all my other purchases, but this Dura-Blend leather is awful. Please take this opportunity to make this situation right with me, as well as my family. They'll also be aware of your efforts to make this right. If I am offered another slap in the face than I'd rather leave my feelings here with the BBB. I want a real leather replacement sofa and love seat, or, a sectional. I purchased a ************ * *******, 19, 40, 46, 57, 77. If you offer me a credit I want the unit price as this is what I'd have to pay when I go replace this sofa right now. That offer for $200 was ridiculous. This is our last chance to fix this issue. I will continue to write reviews on angies list, angry consumer, That's all I have to say about it.to my consumer protection agency, the federal trade commission, and then this should probably be a class action lawsuit since many people have been stuck with your Dura-Blend leather so I'll write my Attorney General. I will not shut up.

Business Response:

Hello,



Thank you for contacting Ashley
Furniture Industries, Inc. We appreciate that you have notified us regarding Mr.
****** has contacted the BBB. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Mr. ****** has submitted his information to Ashley Furniture
Industries, Inc.

 

In
close review of the information he provided, it was found that the store is no
longer able to assist him with his claim. It had been noted that he purchased
in May 2011, therefore his manufacturer’s warranty technically expired in May
2012. Ashley Furniture Industries, Inc. technically does not have any type of
obligation to assist beyond the manufacturer’s warranty period. However, as an
exception to the manufacturer’s warranty, we offered him some compensation for his
inconvenience of the product. It is correct that we offered him $200.00 to keep
the 51801 sectional with a signed Release & Agreement. We have taken into
consideration the length of time the product has been within the home as well
as the factory base price. Mr. ****** would receive the compensation in the
form of a check.

He
sent a reply email stating the offer was “unfair”. At which time I sent him an
email offing a final offer of $300.00. We are currently awaiting his reply.

If you have additional questions or
concerns, please do not hesitate to call me. My telephone number is
###-###-####, ext. ******.



Sincerely,



***** ******

Ashley Furniture Industries, Inc.

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

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,

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

9/26/2015 Problems with Product/Service
9/24/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I thought that I was making a good decision when I took part of my retirement to purchase good furniture. I spent over eleven thousand dollars on a living room, dining room, head and footboard, dresser and mirror, and nightstands. It may not seem like alot, however, it is a lot to me. I also paid for the insurance, where, if you have wear and tear, or a problem with the purchased items, contact them, they will send someone out to fix the product, if it's not fixable, l will receive a replacement. The legs on the dinning room table are cracked, the arms on both chairs fell off. The finish on the product rubs off, the legs on the coffee table is craked, the legs on the end tables are shaky. I will be sixty years old next year, I thought that Ashley Furniture would be good furniture. When I attempted to contact the Company that holds the insurance for Ashley Furniture, I was told that I would need to have a receipt, I wa told by Ashley Furniture sales Associate that they do not keep the receipt information in the system after a year, that left me with furniture that is literally falling apart. My paperwork was damaged due to water damage. I have contacted the store, haven't been helped, this is going on three years. During this time, I was not able to contact anyone that will help.

Desired Settlement: I would like to have this furniture fixed or replaced. That's what I was told by the store representative. Do Ashley Furniture stand by their products.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. ****’s concerns. We take these matters seriously and want
to ensure the proper steps are followed so a resolution can be reached in a
timely manner.

 

Each authorized Ashley dealer and HomeStore is independently
owned and operated. All warranties are handled at the retail level; therefore,
I do not have information at our office regarding the status of Ms. ****’s claim.

 

If Ms. **** or the BBB would like to reply to this
email (tklimek@ashleyfurniture.com)
with additional information, I would be happy to forward a request for service
to the owners and/or managers of the store from whom she purchased. Please
provide me with the name and location of the store where the furniture was
purchased and the model and serial numbers of the items in question.

 

Thank you.

 

***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

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:

Here are the requested information :

Ashley furniture 
**** ******* *******  *****  **  *****

Northshore collection 

2 Arm Chairs - Item# *************   ********
Coffee Table.               *************  ******
Dining room table.       ************    ******

Thanks for your assistance. 

******** **** 

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

Regards,

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

Business Response: Thank you for providing the necessary information. Everything has been forwarded to the head of Customer Care for the ***** ** HomeStore for further review.

You may want to consider contacting their Customer Care
department at ###-###-####.

Sincerely,

***** ******
******** ******* **************
Ashley Furniture Industries, Inc.

9/18/2015 Problems with Product/Service
9/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought our sofa and picked it up from the store. We put it in our house (no damage was done to it) and in a short time I realized that these couches where not the same as the ones on the showroom floor. The were uncomfortable, after a few minutes of sitting in them you'd sink in and have to struggle to get out. One seat leans horribly to the left like there is no support under that side of the cushion at all. I drove down to the store and sat on the sofa in question again. It was firm and very comfortable. Not the same sofa at all. I called customer service about the quality. She tried to tell me that it says if you pick it up they're not responsible for the product. It states plainly that they are not responsible for any damage you may do to it in transit. She is interpreting that to say that that covers my issues. She said because I picked up the sofa I would have to pay $129 trip fee for someone to come out, or I could bring them back to the store to be inspected. They don't guarantee that they will do anything about the couches so I have the horrible feeling that I would be paying $129 for someone to come out and say, yep these are poor quality couches. Sorry, you got suckered. I spent $1900 on these two sofas with a warranty. The warranty doesn't take effect for a year and doesn't cover shoddy workmanship only damage and spills. No returns, no exchanges is their policy. I was told by customer service she could call the owner and let him know, but he won't do anything about it. I don't know why I didn't look up BBB website before I visited this store, although this business carries a A+ rating, their actual percentage of unhappy customers is very high. On a side note, although it states on the back of the receipt that it is highly suggested that you inspect your furniture before you leave the store; The couches are heavily wrapped in plastic then put in boxes. The warehouse laborer does not ask if you would like to open them, he just loads them into your vehicle. I would never have thought to take all the protective wrap off at the loading dock and to sit in all the seats of the couch before I brought them home.

Desired Settlement: At this point I would really prefer to get my money back and take my business elsewhere. When I test drive a vehicle and place my order, I expect to pick up exactly what I ordered, not something that looks like a Cadillac but runs like a Pinto. I want two sofas that are equal in quality to the showroom floor models. I don't want to pay anymore money on top of what I've already paid.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. *******’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Ms. ******* purchased
furniture from an Ashley Furniture HomeStore in ********** **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the *********
store, along with a request for them to investigate this matter further and
contact Ms.******* to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the ********* HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

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

Business Response:

We are very sorry to hear Ms. ******* has chosen not to
accept my response to her BBB claim.

 

Since each of the stores are independently owned and
operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access
to each of their individual sales records nor are our computers linked
together. Therefore, Ashley Furniture Industries, Inc. is unable to look into
her concerns further. Which is why we refer her to contact the *********
HomeStore Customer Care department at ###-###-#### for further assistance.

 

However, the ********* HomeStore has brought it to our
attention that they have service scheduled with Ms. ******* for August 20,
2015.

 

Please consider this claim closed on behalf of Ashley
Furniture Industries, Inc. in Arcadia, WI.

 

Sincerely,

 

***** ******

 

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

 

Ashley Furniture Industries, Inc.

Consumer Response: Sorry, I don't have a reference number from you and I've been away from my computer for a while. It was regarding Ashley Furniture and a set of sofas I bought from them. I was again contacted by the local store in Indiana that I made the transaction through. This time by the actual service manager and not some office girl pretending to be the manager, and he absolutely did what he could to rectify the situation. They sent out a technician to add foam to the sagging cushions and they are much improved. However, whether that is the same as having a well built brand new sofa I don't quite know. Will I ever do business with this company again, probably not. I appreciate your offices attention and diligence. Thank you for your time. 

9/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased furniture, in good faith, back in July 2015. When the furniture finally came I just about 9 weeks later the trouble began. We called to schedule furniture but was told it would be here when we were out of town. So we called on that Saturday to schedule in following week. We were told they're closed and just call next week. We called Monday to setup delivery. We were told our furniture was put on a hold and they couldn't deliver due to not submitting our drivers license. Soon as we got off the phone we emailed a picture of the drivers license. We called back again to schedule, since no one called us as promised. We were told the next time they could not deliver furniture because of a different hold on our account. Something to do with financial information and needed a form signed. We went into store and signed the paperwork. We still never got a call back. We called continuously over the next week and visited the store 3 times to see why everyone was promising to call us but never did to schedule. Finally about 2 weeks after the start of this ordeal we called that Monday to schedule in. They promised us an email saying we would have $150 of in store credit for our hassles and they would call Thursday to let us know our delivery spot so we could plan getting off work around that time to be at the house. We never got an email with our in store credit or a phone call Thursday. Friday at 12 we started calling to see why no phone calls or delivery or email had been done as promised. We were told that there was another hold on the account and we needed to go sign more paperwork in the store. We went in first thing Saturday. This is when the trouble with the manager MICHELLE started. No on in that store helped us or bothered to assist. Finally a guy in the back came out to have us sign the paperwork. We signed it and asked if there was anything they could do to compensate us for going on 4 weeks of the company's constant mistakes and zero phone calls ever to help us. The manager finally came over to us and introduced herself. She told us our "measly" $2400 purchase was not worth giving us any store credit above $75. She said she did not think our inconveniences really was a big deal. We mentioned our daughter has been sleeping on the floor for 4 weeks now waiting for the stores mistakes to deliver the furniture. When we inquire to cancel the order all together so we could purchase the furniture elsewhere where we would actually be treated decent and actually get the furniture she said "no way I'm not allowing that." She walked away with no sympathy no forgiveness, no empathy just rude starky I don't care comments. Johny promised us Monday morning he would have delivery call us to schedule no later than Wednesday and to make sure our in store credit proof was emailed to us. We waited all day today, Monday and never received a phone call. WE called and asked to talk to him and never got a call back.

Desired Settlement: I DON'T BELIEVE AS A COMPANY YOU WOULD WANT THE LEVEL OF COMPLETE AND TOTAL DISRESPECT FROM MANAGER MICHELLE TO REPRESENT YOUR COMPANY. WE HAVE BEEN SO DISRESPECTED, PUT OFF, LIED TO CONSTANTLY, AND NOBODY SEEMS TO CARE. PLEASE ASSIST US WITH RESOLVING THIS ISSUE. MY DAUGHTER IS TIRED OF SLEEPING ON THE FLOOR ON PILLOWS.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. ********’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Ms. ******** purchased
furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the *******
store, along with a request for them to investigate this matter further and
contact Ms. ******** to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the ******* HomeStore Customer Care department at ###-###-####.



Sincerely,



Tammy
K*****

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 15, 2015 I visited Ashley furniture in ****** ***** looking for a sectional for the living room in my new home. I was assisted by the Sales Rep Juan, who showed me three different ones that more or less met my search criteria. I fell in love with a sectional in the Urbanology collection and immediately asked for its dimensions. The sales rep gave them to me right from the top of his mind; I asked him if he was sure as I would expect for him to check the specs or at least measure it and his response was “I am sure! I just sold one and those were the dimensions.” Trusting that he gave me the right information, I went home to find out that the sectional would not fit into the space I intended to put it. I was very disappointed and started looking for other options at other places, but really did not find anything I liked. I decided to double check on those dimensions and called Juan, who gave me the same dimensions again; I measured my livingroom space all over again to make sure it would not fit and was still one foot short of space. I decided to call Juan again to see if they had it available in a smaller size, to which he answered that I could substitute an armless sofa by a loveseat and make it smaller. I was super excited and visited the store on May 19th to purchase the set. Initially I had been told that I would have to wait two weeks to get it delivered on June 3rd, but when he placed the order in the computer he said I would not get it until July 4th. I was going to have to wait six weeks to get it! I was pregnant at the time and was due on June 5th and was expecting family and friends to come and visit to meet the baby during June. Juan and Daisy, another sales rep, convinced me that it was worth the wait, so I bought it and ended up getting Ashley’s credit card too. July 3rd came and I was super excited to get my new furniture the next day; I received a call saying that my furniture was backordered and I was not going to get it delivered until July 22nd. I was very disappointed! Now it was 2 months of waiting to get it. I went to the store to speak with the manager and said there was nothing he could do about it and that i needed to call customer service in corporate to try to resolve the issue. I called three different times and no answer! I left a voice message and nobody ever called me. I tried again until they finally answered and said there was nothing they could do; I was requesting the delivery charges back for the inconvenience (because they charged me $139 for delivery, Outrageous!) and they said they could not do that. The lady said she would send me a $150 gift certificate, but everybody knows you cannot get anything in Ashley for that amount; up until today, I have not received the certificate in the mail. Very disappointed and overwhelmed by the lack of professionalism and commitment of a company who claims to be the number one furniture store in the world and pride themselves to have a very efficient and “strategic” business/delivery method, I decided to wait to get my furniture on July 22nd. On July 21st, I get a phone call from Ashley’s delivery center saying they needed to reschedule for July 24th. I was pissed, but again, I accepted it. Come July 22nd and I get a call at 1 pm from the Ashleys delivery guy saying that they were heading to my house to deliver three out of four pieces of my sectional. I was not home and had to rush to accept the delivery on a day that was not scheduled. They said I would get the missing wedge of my sectional at the beginning of August. That’s the piece that connects the whole sectional, now I had ridiculous floating pieces in my livingroom, which I did not set up the way I intended to trying to hide the lack of that missing corner. Now the wait for the missing piece starts. On August 3rd they called me asking if I would accept delivery for August 5th to which I said I was not going to be home; they asked if I could receive it the next day, on August 6th, to which I said yes and the lady told me I was going to receive a phone call to set up the delivery time. August 6th came and they neither called, nor showed up. I was home all day long waiting for them and nothing. On Saturday, August 8th, I called customer service to find out when they would be delivering and why they had not delivered on Thursday as they had said they would. I spoke to manager XXXXXXXXX who said there had never been any delivery scheduled for that past Thursday and that there was nothing they could do about all the inconvenience we had gone through; she also said they would deliver on Wednesday, August 12th. On August 12th I finally got the missing wedge and when I finally was able to place the sectional as it was intended to be positioned in my living room, I realized that It was fitting small and that the original sectional, the one with the armless sofa, I had seen at the store would have fitted perfectly in my space; the sales rep had given me the wrong dimensions. On Monday, August 17th, I called the Ashley store in ***** and spoke to Daisy who said it was still possible to exchange the armless loveseat for the armless sofa, but then she called me back saying I couldn’t since it had been over fourteen days. She said I should have realized that it was the wrong size within fourteen days of receiving it. She didn’t understand that the reason I had not realized the wrong size of the sectional when I got the first three pieces is that I had not assembled and put it in place due to the lack of the wedge. She told me I needed to call customer support and get approval from them. I called and spoke to Conetta ******, one of the managers, who said there was nothing they could do about it and that I had to keep it that way; she never once apologized. I called the local store again and talked to Daisy, who said there was nothing they could do; she told me to talk to Bertha, who said she would try to help me by speaking to the local store management. A few hours later I get a picture of my furniture as a text message saying that because they had been “set up” they were not going to exchange the piece. I waited the rest of the week to get a phone call and nothing. Talk about bad customer service from the local store and corporate. I can’t believe I have to stay with a $ 2,000+ sectional that does not fit appropriately in my living room just because of a mistake on their side. I was given the dimensions wrong and made my purchasing decision based on that. My whole experience with this purchase has been nothing but stressful. I was planning on getting the rest of the furniture for my new house from them, but after this experience, I would not even recommend them to my family or friends.

Desired Settlement: I want for them to take responsibility for their mistake and exchange the armless loveseat for the armless sofa. I should not be the one staying with the wrong sized sectional when the mistake was not on my side. I am willing to pay for the exchange, any other charges, such as pick up and delivery are their responsibility.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. ***********’s concerns. We take these matters seriously and want
to ensure the proper steps are followed so a resolution can be reached in a
timely manner.



Ms. *********** purchased
furniture from an Ashley Furniture HomeStore in ****** **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the *****
store, along with a request for them to investigate this matter further and
contact Ms. *********** to discuss his/her options.

 

 If you have additional questions or concerns,
please consider contacting the ***** HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative









Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not been provided a solution to my problem through their previous response.  Tammy said she would forward my complaint to the corporate office dealing with the ****** ** Store.  Please note that I have not been contacted with a proposed solution to my problem.  I tried posting directly to the ***** Store bbb account and was not successful in finding one for them specifically. I expect Ashley corporate to take responsibility and solve this issue, since the local store and the "customer support" department have not done so. I need a resolution in writing through right here, on bbb website; that is the only way we can resolve this issue.

Thank You!
Regards,

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

Business Response: We are very sorry to hear Ms. *********** has chosen not
to accept my response to her BBB claim. Ashley Furniture Industries, Inc. responded
to her claim on 08/26/15. We will generally allow the store 14-21 business days
to look into the claim and respond directly to the consumer.

 

Since each of the stores are independently owned and
operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access
to each of their individual sales records nor are our computers linked
together. Therefore, Ashley Furniture Industries, Inc. is unable to look into
her concerns further. Which is why we refer her to contact the ***** HomeStore
Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

***** ******

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

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

Additional Notes

Complaint: We purchased Sofa, and Loveseat at ***** in 2010. It is made by Ashley, and Dura blend. I made payments for 4 years, and had a 4 year warranty. Warranty expired in Oct.2014, then furniture started pealing, and cracking. It's just my husband, and I here. The furniture was tearing in places where we never sit. We talked to ***** earlier this year, and they said they no longer carried Ashley. Also, that it wasn't their problem. We're retired, and can't buy new furniture every 5 years. Our last furniture was fabric, and lasted 20 years. I just wanted something different. This was so pretty, and soft. The furniture we received was hard, but we thought after we sat on it awhile it would get better. Worst I've got in our 50 years of marriage. Please help us anyway you can.

Desired Settlement: Replacement, or refund.

Business Response:

Hello,



Thank you
for contacting Ashley Furniture Industries, Inc. We appreciate that you have
notified us regarding Ms. ****’s concerns. We take these matters seriously and
want to ensure the proper steps are followed so a resolution can be reached in
a timely manner.



Ms. **** purchased
furniture from an authorized Ashley dealer, ****’s, in *****. Ashley
dealers are independently owned and operated and are responsible for processing
warranty claims at the retail level. It states in the Claim Procedure section
of the warranty booklet Ms. **** should have received with her furniture, “If a
problem should arise which you feel is covered by our Limited Warranties,
contact the Ashley Furniture Industries, Inc. authorized retailer from whom you
purchased your furniture.”



I took the liberty of
forwarding the information provided by the BBB to the Ashley Marketing
Specialist in the ***** area. The Marketing Specialist will assist store
management with this claim and will instruct them to contact Ms. **** to
discuss her options.

 

If you have
additional questions or concerns, please do not hesitate to call me. My
telephone number is ###-###-####, ext. 128144.



Sincerely,


***** ******
Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

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

Additional Notes

Complaint: On 02/05/2015I purchased a double recliner with console along with a single recliner rocker. The cushions and padding have become crushed and the comfort has gone. It is now hard to sit in these chairs as these chairs are advertised as comfortable.

Desired Settlement: I want a full refund as Ashley furniture has not lived up to the quality they advertise. We have had this furniture for 5 months and feel that any furniture will have the same results.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. *******’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 Mr. ******* purchased furniture from an Ashley
Furniture HomeStore in *** ****** **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Las
Vegas store, along with a request for them to investigate this matter further
and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns,
please consider contacting the *** ***** HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

Business Response:

We are very sorry to hear Mr. ******* has chosen not to
accept my response to his BBB claim.

 

Since each of the stores are independently owned and
operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access
to each of their individual sales records nor are our computers linked
together. Therefore, Ashley Furniture Industries, Inc. is unable to look into
her concerns further. Which is why we refer him to contact the store directly
for further assistance.  We have however,
sent his concerns to the Ashley Marketing Specialist who works directly with
the store for further review and it has been suggested that someone from the
store contact Mr. ******* as quickly as possible.

 

Sincerely,

 

***** ******

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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


Since Ashley allows any store to sell Ashley furniture, Ashley is still responsible for the quality.  It seems that Ashley does not care if low quality furniture stored sells Ashley furniture and cheapen the Ashley name.  Ashley  advertises quality furniture and does not back up the name, no matter who sell Ashley furniture. 


Big's furniture is allowed by Ashley, to sell Ashley furniture and Ashley has no say in the quality or warranty of Ashley furniture, don't buy it.  Again, the customer is in the middle with no recourse.

8/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family purchased a new bedroom set including a new mattress on 6/4/2015 which was set to be delivered on 7/8/2015. Upon delivery we further inspected the furniture we notice the lining on the mattress was coming apart in excess of 3 feet. The same day we notified Ashley furniture and they said they would send out a technician to see if they can assess the damages. A week later a tech comes out and determines it is a defective mattress and one will be exchange. We set up an appointment to get a mattress exchange. Come to find out we got our delivery postponed because of a "back order", so we have to set up a new appointment date. On the date of the delivery exchange the drivers refused to do the exchange because of a "spot on the mattress" which i do not agree with. So they removed the new mattress they brought upstairs back down the the truck, in the process damaging and knocking stuff off my walls. After hours on the phone with customer service and manager after manager they instructed us to get it professionally clean and send in an invoice. We did such steps and set up another appointment to receive a replacement mattress. I'm livid as we have a defective mattress and they try to turn it around saying its "our fault now". Mattress delivery was on 8/13/2015. Upon inspection of the new mattress SAME manufacture defect as the last mattress. We REFUSED to take the "new" mattress. The delivery guys had greasy hands and stained that "new" mattress, (did not wear gloves or take off shoes on my carpet) . On the way out the SAME delivery guys damaged my door hinge of my bedroom door and does not function properly. The delivery guy also said that the first technician probably didn't know what he was talking about because all he does is fix furniture and that if we received a mattress like this twice already then all the mattress we receive in the future will most likely be the same. That does not reassure me to do business with Ashley's again or the quality of their products. I want a full refund of my mattress ONLY not the other furniture. We have waited long enough to resolve this issue. Getting the run around and sending technician after technician with no resolution, but instead wasting my time and damaging my property each time. It is now 8/14/2015 and still have a defective mattress in my house. I have a 2 years old and my wife is pregnant and we've resorted on sleeping on the couch because not only is the mattress a health hazard the threads on the bed are over 3 feet which is a choking hazard to my son and also the fear Ashley has caused my family saying they will not accept the mattress if its not basically brand new and any "stains" on it. So we have nothing to sleep on. Being sold a defective mattress I want a refund. I do not want any more technicians or delivery personnel at my residence as they are disrespectful and cause damage to my property. Time is of the essence my wife is expecting and I do not have time to have her sleep uncomfortable in a room with no usable mattress. I will not accept another exchange or delivery from Ashley's. I will either drop off this mattress at the local home store or they can come pick this useless furniture they expect me to pay for. I want a full refund and remedy for my broken door which I have pictures.

Desired Settlement: I want a full refund. Not store credit. Paid through in store financing, Synchrony Bank where their is a current dispute. And also remedy for my damaged door. Picture I have.

Consumer Response: The store we purchased it from was ** ****** ****** **** ***** *** ****** ** *****

Business Response: Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. ****’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 Mr. **** purchased furniture from an Ashley
Furniture HomeStore in *** ****** **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Las
Vegas store, along with a request for them to investigate this matter further
and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns,
please consider contacting the *** ***** HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a bedroom set in June 2015, and it was delivered on Saturday 6/27/15. I did look over each piece for damage, but missed a broken bottom drawer on one of our nightstands. I called the local store and was referred to Customer Service (###-###-####), which I called on Monday 6/29/15 and spoke to a rep. Ten calls later, and nearly 2 months have passed, and the issue still has not been resolved. We don’t have a fixed, or better yet- replaced item. When the technician came to my house on 7/18/15, he initially couldn’t get the drawer out, only after taking a screw driver to it and prying it out- and wood shards flew across the room-did it come out. This was because, not only was the drawer broken, but apparently the rail was screwed in incorrectly, and was preventing the drawer from coming out. Therefore, another replacement drawer INCLUDING the RAILS had to be ordered. Whenever my replacement drawer does arrive, I’m not sure it will install as it should. I have told this to Ashley c/s reps, and all they can say is that I need to "wait, and let the process have a chance to work" for the 2nd replacement drawer that was ordered on 7/23/15. I initially spoke to them on Mon 6/29, and then on 7/7, 7/23, 8/3, 8/4, 8/6, 8/6/local, 8/12, 8/24, 8/24/local

Desired Settlement: I would like a new nightstand delivered, and the broken one taken away. Within a reasonable turn around time, considering it's been nearly two months since this began.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. *****’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Ms. ***** purchased
furniture from an Ashley Furniture HomeStore in ***** **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Reno
store, along with a request for them to investigate this matter further and
contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the Reno HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. *****’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



Ms. ***** purchased
furniture from an Ashley Furniture HomeStore in ***** **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Reno
store, along with a request for them to investigate this matter further and
contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the Reno HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

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. 
*In addition: I received a call today from *****, an Ashley *** ******* in ***, who not only aplogized, and stated understanding, and agreement that this should never have happened (taking so long). He has arranged for a new nightstand to be delivered to our house on 9/1/2015, and the broken one to be picked up as well. And said he would call me next week to make sure all was done to my satisfaction.
I feel bad that it took me contacting the BBB to resolve this issue, but I am so thankful for your assistance in getting this resolved!

Regards,

****** *****

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. 
*In addition: I received a call today from *****, an Ashley *** ******* in ***, who not only aplogized, and stated understanding, and agreement that this should never have happened (taking so long). He has arranged for a new nightstand to be delivered to our house on 9/1/2015, and the broken one to be picked up as well. And said he would call me next week to make sure all was done to my satisfaction.
I feel bad that it took me contacting the BBB to resolve this issue, but I am so thankful for your assistance in getting this resolved!

Regards,

****** *****

8/27/2015 Problems with Product/Service
8/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 14, 2015 Ashleys furniture store located in ** **** Texas delivered a bedroom set including box spring and mattresses. The next day we notice about a foot long tear at the bottom of the box spring and some small scratches on the mirror frame. We contacted our sale representative that day but for one reason or another we finally got a hold of each other that Monday August 17, 2015. We then sent pictures of the damaged goods to our sales representative. Later on that Monday a customer service representative set up an appointment to have their technician service the scratches on the mirror frame but told us they were not responsible for the tear in the box spring and that we needed to contact Sealey directly so they could deal with the box spring tear. We then decided to go try to fix the problem in person by going to the store where the purchase was made and ask for the sale representative who sold us the furniture but it turn out that day was his day off. We then proceeded to explain our problem to the sale representative that greeted us that day. In turn she directed us to the store manager. The store manager then directed us to "customer service" to supposedly help us resolve the problem. There a rude young woman treated us like if she was doing us a favor. She looked our information in the computer and had record about them setting an appointment to fix the mirror frame but had no record about the tear in the box spring when we had already reported both problems and had sent pictures to both our sales representative and another customer service representative. She then basically told us since the problem was not reported in the first 24 hours after delivery of the furniture they were doing a one time courtesy visit to fix the mirror frame. When they sold us $5800 worth of furniture they never mentioned the 24 hour window frame to make a complaint. About the box spring she gave us a packet to file a claim with Sealey letting us deal with the problem ourselves. I asked her why we needed to deal with Sealey when the box spring was just a few days old. I explained to her we did call within the 24 hour window frame but rudely told us there was no proof of this and basically implied we were lying. How can this woman say she had no proof of us calling and rely on her records when they did not even have our complaint on file about the box spring tear? Obviously their so call "records" are not very reliable! When they are trying to sell you their furniture they promise you the world and treat you so nice but once they make the sale and a problem arises they are rude, pass the buck and basically don't want to help you!

Desired Settlement: Since the box spring is only a few days old I don't see why Ashly's furniture can't fix the tear themselves or replace the product. I could understand us having to fix the problem Directly with ***** if the product was months or years old. About the scratches in the mirror frame I don't want Ashly's furniture to tell me they are fixing the scratches as a one time courtesy when the so call 24 hour reporting window frame was never mentioned to us during the purchase. I see this 24 hour window frame as deceiving since no one mentioned it beforehand!

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. *****’ concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 Mr. ***** purchased furniture from an Ashley
Furniture HomeStore in ** ***** **. Ashley Furniture HomeStores and authorized
dealers are independently owned and operated. All decisions are made by the
store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the El
Paso store, along with a request for them to investigate this matter further
and contact Mr. ***** to discuss his options.

 

 If you have additional questions or concerns,
please consider contacting the ** **** HomeStore Customer Care department at
###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

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,

***** *****

8/26/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 17th I went in to the ********** mo location to make a 2nd purchase from the company, when we placed our order on the furniture we were purchasing we were told be the sales rep that it is new and was on back order and that we would receive our delivery on 7/11/2015 which was fine, the delivery came and when the delivery guys made the delivery (its a cream colored set couch and chair) it was not left in the plastic and there were black strap marks on the furniture and hand prints from where they help the items to carry, the chair was missing the 2 side pillows and there was also a tear in the chair that was starting. The gentleman that made the delivery that day took pictures (he stated that he already seen the marks) and noted the account and told me that someone will call me in 24-48 hrs and to let them know I need it exchanged well Monday came and I heard nothing from anyone I waited 2 more days and still nothing so I contacted the store on 7/15/2015 and explained again what was going on and then was told that someone with their GRT department would make contact with me to exchange the items with in 36hrs 7/23/2015 would of made it 36hrs well that day came and went so I contacted the store asked for the manager and she seemed like it was not of a concern and handed the phone to the customer service rep there at the location to set up date for an exchange the only problem is the exchange date is to be done on August 22, 2015 not anything any time sooner, nor did she want to even try. I asked for the corporate office number which I was given ************** number, I called and asked it this was the corporate office considering how they answered the phone when I called, they said yes and giggled, I asked for a manager and spoke with a gentleman names ******** who was willing to listen to what I had to say and showed some little concern and after I went over the whole story again, he put me on hold and then came back and stated since my furniture is not in high demand that yes the soonest I would receive my exchange would be August 22, 2015 so now im stuck with furniture that is ruined and I have to make payments on something that is un acceptable and I have to look at the stains and the rip, they seemed to not really care about how un professional this was and is to a paying customer. I feel that this is unacceptable all the way around, im not looking for any hand outs I just wanted my new furniture delivered with in a reasonable time and minus the stains or any stating tears, I guess they just don't understand my fustration

Desired Settlement: I would like for this situation be taken more serious, I feel like something should be done about this delivery to be made sooner then having to wait over a month for the corrections I mean I am paying for something I cant even enjoy and that's unacceptable

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact Ms. ***** to discussher options.

 

 If you have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

Sincerely,

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

Business Response:

We are very sorry to hear Ms. ***** has chosen not to
accept my response to her BBB claim.

 

Since each of the stores are independently owned and
operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access
to each of their individual sales records nor are our computers linked
together. Therefore, Ashley Furniture Industries, Inc. is unable to look into
her concerns further. Which is why we refer her to contact the ********** HomeStore
Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

***** ******

 

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

 

Ashley Furniture Industries, Inc.

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,

***** *****

8/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is, by far, the worst customer service experience I have ever had with a company. A little over three years ago, we purchase a sectional chaise lounge couch from an Ashley Furniture in ******** ** (*** ****** ***) Late last year, we noticed some major wearing on the chaise - it was peeling and flaking off, which makes no sense because it was only three years old and we take great care of it. We contacted Ashley Furniture and someone came out to the house and repaired the cushion. We were very happy. Early on this year, the whole couch started doing it. Complete mess. We contact Ashley Furniture in May and they ended up picking up the couch part and giving us credit, but they refuse to do the same with the chaise part because it's missing the tag with the serial number. This is crazy because you can't buy one piece without the other and we never ripped any tags off, which means it never came with one - not our fault. I spent multiple hours on customer care, talked to two managers who wouldn't help me and the last one said his manager, ****, would call me back first thing in the morning. He promised me he would call. I NEVER heard from **** - that was three weeks ago. Not knowing what else to do, I went into the Ashley Furniture where I bought the couch and asked the first sales associate I saw if I could speak to the manager. He said there's no point, because the manager doesn't help with customer service. What a ridiculous statement. So I went to the customer service desk, explained to her the situation and then asked to speak to the manager and she said they would't be back for two days. I asked who was in charge until then and her exact words were "no one". Unbelievable! Not knowing what else to do, I contacted Ashley Home Help over Twitter and ****** ***** contacted me. She said she would see if an exception could be made. That was 2-3 weeks ago. She hasn't reposed to any of my calls/emails since Wednesday. I called Customer Care again and was on hold for over an hour and talked to another "manager" who was extremely unhelpful and couldn't do anything. He told me I just had to wait for ******. I called the store back and talked to the sales manager, Phil and he said all this should't be a problem because the couch is a Durablend and there was a recall on it so it should be replaced no problem. He said he would call me back after talking to customer care himself, but I still haven't received a call. It's been two and a half months now of this and all I want is a replacement couch! We just moved into a new house and all we have in the living room is half a chaise lounge. Again, I have never received such horrific "customer care".

Desired Settlement: The couch was between $1000-$1100. All I want is that much store credit to purchase another couch from your store. In my opinion, I should be offered way more for the hassle this has been. It seems like no one is in charge at this company and no one is willing to make this situation right with a customer.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. ****’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 Mr. **** purchased furniture from an Ashley
Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized
dealers are independently owned and operated. All decisions are made by the
store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the
Houston store, along with a request for them to investigate this matter further
and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns,
please consider contacting the Houston HomeStore Customer Care department at ###-###-####.



Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

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

Consumer Response: I was required to say if I was satisfied with the resolution or not and because there is no resolution yet, I said no. When there is an actual resolution, I will say I am satisfied.

8/22/2015 Problems with Product/Service | Complaint Details Unavailable
8/17/2015 Problems with Product/Service | Complaint Details Unavailable
8/16/2015 Problems with Product/Service
8/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/5/2015 I ordered 15-20,000.00 of Ashley Furniture to fill a couple of rooms in my house. Since the order I placed in the store I have had to go in twice to change discontinued items they still had on the sales floor. Some of my furniture delivery keeps getting pushed back farther and farther and I probably wont have everything at the nearby 3 month mark of waiting. All of the furniture that has arrived at my house has had minor damage and most of it has large damage such as dents, broken shelves, broken supports, exposed screws/nails. This is not what was on the showroom floor it might as well be different furniture. I purchased a warranty and when the repair company comes out they let me know this is the best they can do to fix such broken and poorly built furniture. The company NEVER contacts me even if they change a delivery date to a later day which they have done so much already. So I sit around waiting for them to show up even though I confirmed the delivery and they never show and If by some miracle they do everything they put in my house has been damaged. Purchasing from Ashley has been the single most uncomfortable process in my life and that's saying a lot since I have been pinned under a truck.

Desired Settlement: I believe that this business has a lot to do. They need to deliver all of my items. Apologize with a formal letter for being the worst company I have ever had the displeasure of dealing with. (included should be an apology for all of the poor business practices above) They need to contact their Vietnam manufacturer and get items off back order. They should insure that the products on the showroom floor reflect the quality of the items delivered to a purchasers house so taking a hammer to everything on the showroom might be a good start. They need work in most departments apparently. I DO NOT want store credit for more purchases at Ashley. They keep offering this but why would I buy anything from them even on credit I already have a house full of defective items from Ashley.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding the ******’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 The ******’s purchased furniture from an Ashley
Furniture HomeStore in ***** ****** **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All

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



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Terre
Haute store, along with a request for them to investigate this matter further
and contact the ******’s to discuss their options.

 

 If you have additional questions or concerns,
please consider contacting the Terre Haute HomeStore Customer Care department
at ###-###-####.

 

Sincerely,



***** ******

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sectional couch from Ashley Home Furniture located in ***** ******* ** in November of 2014. The couch was delivered in late November, and by January of 2015 it was clear that the loveseat sofa of the sectional was sagging in the middle. By March/April the sofa completely sunk in, and when we finally turned the sofa over it was revealed that the main wooden support beam was broken in half. This was not caused just by sitting, this is a manufacture defect as the piece of wood was already fractured when it was first delivered. I called ASHLEY'S DAMAGE AND REPAIR in the beginning of April, citing that the sofa was broken due to a manufacture defect. After a month of emailing and scheduling someone from Ashley's damage and repair finally came to look at the sofa at the end of May. He was at my home for a total of 5 minutes, and looked at the damaged sofa for a total of 30 seconds. I didn't hear anything from the company after this technician came to my home so I emailed Ashley's damage and repair at the beginning of July to no response from the company. At the end of July, frustrated with the lack of response, I called damage and repair again, and was told that my ticket was closed. I explained to the representative that I was never notified about this and that I would like the ticket reopened. The customer service representative told me she would pass it on to the manager and that I should be called within a week. Another week passed with no call, so I decided to call again only to be told that my ticket had been closed and that the technician determined that this was a customer inflicted damage and not a manufacture defect. I asked to speak to a manager and was refused, so I am left with a defected sofa and Ashley furniture won't accept any of the blame. I then called corporate who transferred me to (301)782-3800. I spoke with Angela about the issue, and she told me that in order to have my couch fixed that I would have to have another technician sent out to assess the damages, and that I would have to pay for it. I am noticing a pattern in poor customer service, I am weary of having to pay for a second technician to come out when I know that the furniture company isn't willing to admit that it sells damaged goods, and he will probably report that it is a customer defect also. I would be shocked if they actually admitted that manufacture defects happen, as other reviews report similar feedback. The customer service is absolutely dreadful and they are swindling customers so they don't have to replace damaged goods. After visiting their Facebook page, BBB page, and other complaint websites it is clear that this is their tactic, as all the feedback was similar to my own experience.

Desired Settlement: I would just like my sofa replaced, in a timely and professional matter. I know that this is a manufacture problem, not a customer induced issue, and I would like for the company to responsibly accept that they are selling broken furniture. I don't think I should I have to pay for a second technician to come and look at the piece, this should be on the company's behalf.

Business Response:

Hello,



Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. *****’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.



 Ms. ***** purchased furniture from an Ashley
Furniture HomeStore in ***** ******* **. Ashley Furniture HomeStores and
authorized dealers are independently owned and operated. All decisions are made
by the store that sold the product in question.



I took the liberty of
forwarding the information provided by the BBB to the corporate office for the Falls
Church store, along with a request for them to investigate this matter further
and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns,
please consider contacting the Falls Church HomeStore Customer Care department
at ###-###-####.



Sincerely,



Tammy
K*****

Ashley
Furniture Industries, Inc.

Consumer
Affairs Representative

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This issue has nothing to do with the fact that Ashley Furniture stores are independently owned, it is an issue with how the company has poor customer service. 

Regards,

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

8/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 14/2015, I ordered ONLINE from ASHLEYFURNITUREHOMESTORE.COM (2) Breegin Chairside End Tables - Color BROWN.On July 17/2015, I received (2)Breegin Chairside End Tables - Color REDDISH BROWN. First I called the Customer Care phone number provided. I told the employee "my tables are NOT BROWN". I was asked to take a picture of the tables and e-mailed them to the e-mail address they provided me with. I took the pictures, e-mailed them. Went back and forth numerous (4+) times by phone and e-mail. Sent more pictures that I took outside because they told me it was the lighting. They are clearly reddish brown. I found a Mirimyn Chairside End Table on their website that looked the color of the tables I recieved. I found the color on this table and it states: Color REDDISH BROWN. One last time I contacted them. I am told via e-mail, "I'm sorry, this is your Perception, your opinion. As I stated you can return no questions asked for 30 days". Delivery charge to return these 2 tables is 75.00, per UPS. I am refusing to pay out any money to return these items, that in my perception are REDDISH BROWN not BROWN so I am stuck with 2 unwanted tables that I had to pay for. Clearly I would not of ordered them if it said: REDDISH BROWN. I need 2 BROWN end tables like it says in the description.

Desired Settlement: They need to pick up this item at their expense and refund me the cost I paid.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ****** purchased furniture from Ash Comm.  Ashley dealers are independently owned and operated and are responsible for processing claims at the retail level.

 

I took the liberty of forwarding the information provided by the BBB to the Ash Comm department to further review Ms. ******’s claim.

 

If you have additional questions or concerns, please consider contacting Ash Comm at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

We are very sorry to hear Ms. ****** has chosen not to
accept my response to her BBB claim.

 

The E com Customer Care department has made me aware that today
(08/05/15) at 6:46 am central time, the refund was processed.

 

For further details, we highly recommend Ms. ****** to
contact the E Com Customer Care department at 866-436-3393.

 

Sincerely,

 

Tammy K*****

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

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. Refund was posted to my account today, 08/07/2015 

Regards,

***** ******

8/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bedroom set from Ashley Furniture in February of 2015. I was sold a brand new set that was to be picked up March 7th. The next day I received a call from Lee Dobbins informing tme that the set was discontinued. This was after I paid and set up the fiance for the bed and night stand. The footboard was damaged by an Ashley Furniture employee. I have tried to work on AshleyFurniture replacing the footboard. Which I was told they can't replace it because it is discounted. I also requests a full refund of the entire bedroom set after speaking with Cheryl M**** and numerous mambers of Ashley Furniture. I never received any replies in regards to this. I was offered a $60.00 discount of the total cost of the bed. As well as no repair of the footboard that was damaged by their staff. Or repair of the footboard and no discount at all . Again this is over looking the original problem at hand. Which is that I was sold a brand new bedroom set and was given a discontinued bedroom set that was damaged. I am now requesting a refund of all the money I have given Ashley Furniture. I have been given the run around by Ashley Furniture staff. I am not satisfied with the service or the quality of the footboard that was damaged prior to me picking it up. Ashley Furniture wants me to pay for something I didn't damage. I refuse to do so. Returning the bed will leave me with an incomplete bedroom set. Which is something I can not do as well. I paid cash for the dresser the mirror and one night stand. I then paid the difference of the second night stand. The issue at hand right now is the bed and the damaged footboard. Cheryl stated she would help resolve this matter on my first complaint with BBB. Then she turned around and stated the two offers listed. I am not satisfied with her offers and I refused her offer. I am not being stalked and have had people go looking for me at my job. As well as calls to my employer and visits to a family members house. Taking pictures of their vehicles and making threats to charge me with theft. Again, I mentioned earlier on that I was pregnant and was not going to stress out over thsi mayter. They have yet to refund my full amount paid. So I have refused to deal with them as well. This is a form of harassment and an attempt to take advantage of me as a consumer.

Desired Settlement: Complete refund of my money on the entire bedroom set. The full ammount I paid up front and the difference of the second night stand. As well as the second down payment I put on the bed when we were suppose to have come to an agreement with Cheryl M**** from Ashley Furniture. As well as for all the harassment of stalking my place of employment and phone calls to my employer to stop. And as well as family members. I have no desire to argue with anyone. I am requesting a full refund of all monies I have paid then I will be more then happy to return the bedroom set.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ******** purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Austin store, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the Austin HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response: Ashley Furniture in ******* **  9900  So.  I H35  has been giving me the runaround from the first day I reported the issues. Ashley Furniture in Austin, Texas  have stated they are unable to replace the footboard on a floor model item that was discontinued. But sold me the set as brand new on.2 /26 /15 which I was supposed to have picked up March 7th..Lee Dobbins  sold me a brand-new bedroom set that was not in stock or available. But failed to inform me of this until the following day after for a brand-new bedroom set and set up fiance for the headboard and one night stand. I tried to resolve this matter with Ashley Furniture with Cheryl M**** of Ashley Furniture. She offered 10% off the bed which totaled  $60.00 and to NOT to repair the damaged footboard . Or to repair the damaged footboard and I pay full price for an item that was sold to me as brand new. I did mention that I was not going to pay for something I didn't damage. This bedroom set is discontinued and from what Ashley Furniture stated they dis not have another footboard. Returning the damage footboard qill lwave me with an incomplete bedroom set. I did ask Cheryl M**** about a full refund in our email. She never gave a response to the question. Since then I have received many calls on a daily basis from Ashley Furniture staff / AcceptanceNow. As well as being stalked at my work place and the home of a family member. As well as pictures of vehicles and of property. This matter has reached the level of harassment and stalking.  Instead of dealing with the issue at hand. Which is that Ashley Furniture sold me a brand-new bedroom set on the 2/26/15. Then the following day I was contacted by Lee Dobbins and was told the set was discontinued. A refund was never offered. Nor was another bedroom set. Mr.Dobbins never explained the situation concerning discontinued furniture from floor models. The footboard was damaged while at Ashley Furniture. 

Business Response:

We are very sorry to hear Ms. ******** has chosen not to accept my response to her BBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the Austin HomeStore Customer Care department at ###-###-####  for further assistance.

 

Sincerely,

 

Tammy K*****

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

8/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Most ridiculous, unorganized furniture company I've ever dealt with. Ordered a couch in March/April - 5 months ago. Couch was supposed to come in May. Ashley postponed it to June. Then postponed it again to early July. Then postponed it until July 25th. I just received another phone call that they won't be sending it until September now. I have called a number of times over the past two weeks to confirm delivery would be today. They said it would be. I call today to confirm that they are delivering only to be told they are not - that it is postponed until August now. I get the need to make the furniture - but it does not take 5 months to do so. Clearly Ashley doesn't understand the lifetime value of a customer. Had they done right, bent over backwards to fix the situation, we would shop there again. Now that we have had this experience, we will never step foot in an Ashley store again. I honestly don't believe I will be receiving the purchased items.

Desired Settlement: Deliver my completed order, with no defects or issues, within the next 5 business days. If this means escalating my order specifically to get it manufactured, so be it.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ********* purchased furniture from an Ashley Furniture HomeStore in ************* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Indianapolis store, along with a request for them to investigate this matter further and contact Mr. ********* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the Indianapolis HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

8/6/2015 Problems with Product/Service
8/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: When they delivered my item, it was damaged. Immediately I called and told them the problem. The lady that I spoke to told me that there would be someone to come out and fix it. I told her that was fine but there's no way they could fix the cut in the couch without me seeing the stitch. She told me that there is no way that I could get another couch and if I did how did I know that it wouldn't be delivered in the same way. So I told her that means she is saying that Ashley furniture delivers damaged products. We got the technician to come out. The technician basically told me what I already knew. He couldn't repair it without it looking like Frankenstein in his own words. He said someone would be getting in contact with me in a couple of days. No one ever did until a week later. They asked me and told me through email my delivery was scheduled for the next week. That day came no one ever came. So I called and of course it took almost an hour to get ahold of someone. I asked them what was going with my delivery, she told me my delivery got canceled. I asked why she said because they couldn't fit it on the delivery truck. I asked her how come I wasn't notified about this she apologized and that was it. She said she was going to send me a giftcard. So we rescheduled it. For today they gave me a time 11:30-2:30 and right now it's 4:07 no one has called to say they were gonna be late with delivery. We called ashley earlier they said they were still coming we have been waiting and nothing. We are trying to call Ashley again. This is bad customer service and I will pay my furniture off and I will never deal with Ashley again. I'm sure if I was late on payment they would be calling me everyday! I'm dissatisfied and not happy and will not recommend Ashley to anyone in the future.

Desired Settlement: My desired outcome would be for me to never deal with this kind of business again!

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ********* purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

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,

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

8/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase of more than $2700 worth of Ashley brand furniture through Mobley Furniture Company in ***** **. The sofa and love seat started to gradually peel a few months ago, and have now become eyesores. I've contacted the local dealer (Mobley) and Consumer Affairs at Ashely with almost no progress. I am meticulous about the upkeep of my home and furnishing, and I am certain that these defective items were not caused by the customer.

Desired Settlement: I would prefer a complete refund, but would accept brand new replacements.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level. I have emailed Mr. ******* to obtain additional information to assist him further.

 

Please consider this claim closed as Ashley is working directly with Mr. *******.

 

Thank you!

 

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have made contact with Ms. Tammy K***** (Ashely Furniture Consumer Affairs Office) on more than one occasion.  Apparently, Ms. K***** does not value the reputation of her employer, neither is she earnestly concerned about remedying this matter.  Ashley Furniture will not market and sell defective furniture and be allowed to casually walk away from any responsibility.  If this matter cannot be reconciled here, it will be elevated to Consumer Affairs at the Governor's Office - eventually their attention will be earned.  Please do not close this complaint.

Respectfully,

***** ******* 

 

 

 

 

Business Response:

We are very sorry to hear Mr. ******* has chosen not to accept my response to his BBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer his concerns to the Ashley Furniture Marketing Specialist who works with Mobley Furniture. The Marketing Specialist is discussing Mr. *******’ concerns with the store and will request someone from the store contact Mr. *******.  

 

Sincerely,

 

Tammy K*****

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ashley through the customer care email link and received a response on 6/10 because I was having an issue returning an Ashley product to one of their retailers . I purchased a 300.00 duvet set and when I received it, the item looked nothing like the advertisement. After exchanging a few emails Jessica K sent me pictures of the duvet which are the same pictures as the advertisement that led me to purchase it. She clearly did not know what the actual duvet looked like and I requested to speak to a manager and she responds telling me to deal with the retailer. I asked for a manager again and left my phone number. She then asked me for pictures, the serial number which she told me was located on the duvet itself and after unfolding the duvet I realized there is no serial number on it. I pulled the information from the Ashley box it was sent in. I resent this information twice on 6/11 and with no response I emailed again on 6/16 to confirm they received it and she said yes, we will process. WHATT? does that mean? I asked for a manager AGAIN and she told me it would take between 10-14 business days!! I still have not heard back on my complaint or from a manager and it's July 9th. Their advertisement of this duvet clearly misrepresents the product.

Desired Settlement: Not only do they need to modify their adverstisement they need to allow me to return this item and give me a refund.

Consumer Response: The complaint is against Ashley.  They are the ones that produced the advertisement for this product which is what the problem is. Additionally,  Ashley customer service has an option to contact them when a consumer is having an issue with one of their retailers and they have yet to provide any customer service.

The retailer sold a product they were given by Ashely with the advertisement provided by Ashley.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ******* purchased product from an authorized Ashley dealer, ***** ** ***** *****. Ashley dealers are independently owned and operated and are responsible for processing claims at the retail level.

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the accounts area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Ms. ******* to discuss her options.

 

If you have additional questions or concerns, please consider contacting the account directly. The phone number on Ms. *******’s invoice is ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

7/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 25, 2015 my wife and I purchased approximately $6,000 of merchadise from Ashely's Furniture located on ***** ** in ********** **. We scheduled the deliver of these items to match our move in date for our new apartment of June 12th. However, a few days before June 12th we were informed that several of our items were on back order and we would not receive them for at least 2 weeks. At which point I visited the store and spoke with the manaer (Ethel). Our items were evenually scheduled to be delivered in the next 7-10 days. However when delivered the items were damaged and had to be sent back. They atttempted to redeliver the items two weeks later and again the items were damaged. Another week later they attempted to deliver the final items but they did not have several pieces for one of the beds we ordered and we are still waiting to receive our items now. I was alos informed by corporate that I would have to install the items mysefl.

Desired Settlement: I would like to receive all of my items and have them installed as agreed upon. I would also like to be refunded some amount for my inconvenience. Ashley's agreed to reimburse us for the delivery fee but we have not received anything to date.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ********* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10703132, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

 

The store has still not contacted me or resolved my issue .  

Business Response:

Hello,

 

We are very sorry to hear Mr. ******* has chosen not to accept my response to his BBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer him to contact the ********* HomeStore Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

Tammy K*****

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

7/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I went into Ashley Furninture on June 6, as they were advertising a sale. After about 4 hours of going back and forth and the sale representatives having me sign up for TWO credit cards, we purchased a couch set. We were told the couches could NOT be delivered until July 12, a month later, despite any effort to get a earlier date. I received a call two days before they were scheduled to arrive advising they could not be delivered until the 18th. Furious, the lady on the phone stated there was nothing she can do it was a manufactor issue. Expecting the couches to arrive on the 18th of July, I received a call on 17th to confirm my delivery on the 22nd. Which I did not agree on at all! When I spoke to a supervisor I was advised that was the earliest delivery date and after becoming upset, the lady offered me a $100 gift card BUT i had to call AFTER i got the couches in order to receive it. The lady could not tell me a time of delivery, that it was all based on that day and the delivery crew. The lady could not even guarantee that the couches would be ready by the 22nd. I have waited almost 2 months for couches that cost $4,000.00.

Desired Settlement: I would like for the company to hold to their standards of providng the upmost Customer Service. At this point, I do not want the couches nor the $100 gift card (anybody who has been to Ashley furniture understands you cannot buy anything for $100). I wanted to purchase a dining room table set through the company but in fear I will not receive it for 2 months, I have decided against purchasing one. I have paid a lot of money and gained another credit card and do not feel appreciated as a customer. I would like to be treated as if the company wants me to come back and purchase something else from them.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ************* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All warranty decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************ store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ************ HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

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,

 

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

 

 

 

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several months ago I ordered a red chair from Ashley. Three weeks later they attempted to deliver a green chair, which I did not accept. Subsequently I have tried on numerous occasions to reach the manager of the store and have been given many excuses why he is unable to speak with me. He has also refused to return my calls. Someone at the store told me refunds had to come from corporate and the manager could not help me even if he called. I contacted Customer Support and was told that each store is an independent dealership and they had to make the refunds. Someone is lying to me. I just want my money back. I do not need the chair any longer as I have moved and do not need it in my new home. I would just like my money returned.

Desired Settlement: Just give me my money back.

Consumer Response: The address of the store is *** ***** ********** ****** ********* ********** ** ****** Thank you so much for your help. I was at my wit's end trying to get my money returned.

***** ******

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ********* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an electric reclining sofa from this company and now one of the motors is burnt out and needs to be fixed. I called HQ to start the process, they told me to contact the store that i purchased from to get the original sale invoice. i did so but the store could not find this (i have in writing that they were unable to find it) i called back HQ to see what could be done, they said nothing without the sales invoice even though it is their system that cant find the sales invoice and i have been on a phone with them for a total of 7 hours being transferred from one person to another just to try and get this sofa fixed. i called the local ashley furniture store to see if they can fix it for me but they said that it is their policy to not service any item older than 3 months. I just want my couch fixed. this is the worst service i have EVER dealt with in my entire life bar none.

Desired Settlement: i just want my sofa fixed! its not even the whole sofa, its just one side that wont work

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******'s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Before Ashley Furniture Industries, Inc. is able to proceed further, we will need a copy of Mr. *******’s sales invoice, the item & serial number as well as the brand name of the motor (APEX or Limoss).

Since Mr. ******* purchased in Virginia, the HomeStore in Connecticut will not be able to assist as they each have different owners.

Once we receive the necessary information, we will review and be in contact with him.

 

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is 608-323-3377, ext. 128144.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

v

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


Again, Ashley furniture themselves have on numerous occasions failed to locate my original sales invoice no matter what store I have called and even failed to locate this form at the HQ.

Regards,

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

 

 

Business Response:

Hello,

Thank you for bringing Mr. *******'s concerns to our attention. I have been in contact with him via email and we have sent the necessary parts. He sent me a thank you email. This claim has been considered closed.

Sincerely,

Tammy K*****

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

Ashley Furniture Industries, Inc.

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

Additional Notes

Complaint: On 06/11/2015, I purchased, paid in full, over $8,000.00 for 19 pieces of furniture, purchased at the ***********, ******* store. Delivery was scheduled for 07/09/2015, 7 days after we moved into our new house. On July 2nd our $500.00 carpet was laying on the ground in front of the house, delivered by Fed Ex. Unfortunately it was not the carpet we had chosen and paid for. On the delivery date, all but two pieces of furniture was delivered. We were told that the two pieces would arrive on July 15th. Of the furniture delivered, the sofa, and love seat had small tears which was pointed out to the delivery men. Additionally we noticed a circular ring on the top of one dresser as if someone had placed a wet glass on it. This was brought to the attention of customer care. We have made numerous calls to Customer Care, only to wait up to two days for a return call. They referred us back to the original salesman who sends emails back to customer care. Nothing is getting resolved. Today, the day our missing furniture was to be delivered, we received a phone call from Ashley Furniture. They informed us that the manufacturer failed to deliver the items to them, so we would not be receiving the items until the 29th. This is 20 days after our original delivery date. This also means that we must cancel our plans for a visit from family from out of town in order to sit around and wait for a delivery from Ashley Furniture that may or may not happen. Additionally, we were told that someone at Ashley Furniture canceled the craftsman from coming to repair the damaged sofa, love seat and dresser, but could not tell us who canceled it or why. I was told that I would receive a return phone call. I am still waiting. This information was provided to me on the 15th the day the furniture was to be delivered. Additionally, when we selected our bed, box spring and mattress, the salesman failed to mention that the floor model did not have an actual full sized box spring on it. When it was delivered on the 9th of July, the mattress was so high above the floor, that it is difficult to get in bed without a step ladder. We contacted both Customer care and our original salesman to have the box spring taken away and the lower profile box spring (buckie boards) delivered. Customer Care had no answer as to why they were not going to be delivered on the 15th as promised. As of today, we have not received the carpet we selected and paid for, still have the incorrect carpet rolled up on the floor in our house, and NO ONE from Ashley Furniture can give us an answer as to how to return the wrong carpet! We have notified the original salesman to cancel the order for the carpet and to have our account refunded the cost of the carpet. We are still waiting for our refund, and information as to how to return the wrong carpet, for the repair to the 3 pieces of furniture originally delivered to us, and for the two pieces we paid for in June and have not received.

Desired Settlement: We want the furniture we purchased to be delivered, we want the repairs that needed to be made to damaged furniture to be made to our satisfaction, or for those 3 pieces of furniture to be replaced, we want our account credited for the cost of the carpet that still has not been delivered, and for the incorrect carpet to be removed from our home and returned to Ashley Furniture. Additionally we want the box spring returned to ashley furniture and for the cost to be credited back to our account.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All

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

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

We are very sorry to hear Mr, ******* has chosen not to accept my response to his BBB claim. My sincere apologies for the misspelling of his name.

 

The HomeStore in ******* and *********** (*******), ** are owned by the same owner, Mr. **** *****. Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their indivdual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******* or *********** HomeStore Customer Care department at ###-###-####  for further assistance.

 

Sincerely,

 

Tammy K*****

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


As expected Ashley Furniture has done nothing to attempt to resolve the issues.  Their excuse that they don't have a computer link is ridiculous and unprofessional.  Obviously Ashley Furniture has a telephone, and I provided the phone number to the store where our purchases were made, as well as the salesmans name.  A simple effort as much as a telephone call from the WI. headquarters could help resolve the issues.  Instead, Ashley Furniture does nothing, but tell me to call the retail store, which both my wife and I have done several times.  We already have called the retail store where the $8000.00+ was spent on furniture, several times.  Ashley WI best offer is to tell me to call again?  


It isn't that I rejected Ashley WI offer, it is that they have not offered anything in the way of resolving the issues.  It appears that it is time to consult legal representation in order to resolve these issues.  How unprofessional that Ashley Furniture would rather fight it out in court than place a telephone call and handle a complaint, especially from customers who paid in full 4X the average customers purchase cost

Regards,

**** *******

 

 

7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a dresser and chest 7 months ago from a Ashley Furniture store. I moved out of state so could not go to the store for help and had to file for warranty with corporate. After jumping through several hoops just to get call about my problem Ashley Furniture sent a technician to check the furniture. I was told by the technician that the dresser finish was In Fact a manufacturing defect. He said he can easily tell the difference and explained to me how he knew it was a manufacturing defect and not something I did. On the chest he said it was definitely a defect. A slide part should not just fall off a drawer and make it inoperable. Especially under normal use in only 7 months. A week later I receive a letter from Ashley furniture that the technician said it was NOT a manufacturing defect. Someone is lying and they will now refuse to honor their warranty. The technician told me that he would recommend replacement of the dresser and replacement of the slide and install for the chest. This goes 100% against what Ashley Furniture says in their letter. I asked for a copy of the technician report and they refused to give me one. With or without the report obviously its clearly evident that a drawer slide should not just simply fall apart in less than 7 moths.

Desired Settlement: I would like the warranty honored with what the technician told me. That is replace the slide on Chest and replace the dresser. I only want what a business should have no problem doing and that is honor their warranty. I am well within the warranty period.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ashley Furniture Industries, Inc. has sent out a third party repair technician to complete an inspection of Mr. ********’s furniture. It has been reported that the dresser top does have damage, however it is not considered to be a manufacturing or workmanship defect, therefore it is not covered under the manufacturer’s warranty. An order has been placed for new glides for the drawers, the order shipped out on July 7, 2015 and was delivered via UPS on July 13, 2015. This claim is considered closed on behalf of Ashley Furniture Industries, Inc.

 

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

I spoke with Mrs. ******** in regards to needing one photo of the dresser to show that the area is not rings left by liquid. Since I am contact with her via telephone, I am requesting the BBB claim be closed and we continue to communicate via telephone or my personal email rather than to continue to submit via BBB.

 

Sincerely,

Tammy K*****

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

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,

 

*** ********

 

 

 

7/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have spent almost $15,000 at Ashley Furniture. I ordered over 4 weeks ago and set a delivery date for July 11, 2015. The delivery people called me today during my estimated delivery time and stated they couldn't deliver today and someone would contact me in 24 hours to set up another delivery time. Also, not all of the furniture I ordered is in but I was told it would be when I purchased everything. I've called multiple people and keep getting the run around. Now I'm trying to call the store in ***** ****** ** and speak to a manager about a refund and no one will call me back. Right now, I spent a lot of money and I have no furniture.

Desired Settlement: I would like a full refund from this company for the huge headache they have caused.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ***** ****** ** Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Terre Haute store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ***** ***** HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have now received my furniture and would like to close the complaint. Thank you.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

7/4/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: June 20, 2015 Re: Ashley Furniture Store Experience – Unhappy Customer – Lied To On Delivery Date On 06/13/2015, I visited the Ashley Furniture Store in ******** NC (11416 E. Independence Blvd.). I selected the Jessa Place 3-Piece Sectional and the salesperson, Michael R*******, informed me that my delivery date was set for 06/21/2015. Now keep in mind that I have current furniture in my home. So on my agenda was to find a place that would pick up my old furniture (i.e.: Habitat For Humanity, Salvation Army, etc.). In doing this, you have to make an appointment with them in advance. The only appointment I could make with them was for pick up on 06/24/2015. I knew that this would be after 06/21/2015 and that my place would be cramped with furniture but I made accommodations for a male friend of mine to help me move my old furniture into another room at my house in order to make room for the new furniture that was to come in at. On 06/18/2015, I received a telephone call from Faith stating that my sectional would be delivered on 06/21/2015 but that only 2 pieces would be delivered and that the 3rd piece would be delivered on 06/28/2015. I was extremely upset by this news and relayed my thoughts and feelings to Nancy at the ******** store. I expressed how this was poor customer services to deliver 2 out of the 3 pieces on 06/21 and the remaining piece on 06/28. Nancy then advised that the system showed the 3rd piece to be delivered on 06/27. Either way, I advised her that this was unacceptable and a huge inconvenience for me as I was preparing to go into surgery (I am a kidney donor for my Dad). After going back and forth with Nancy, we stated she was going to have my delivery fee refunded back to me. I told her that was fine and that I would search the outlet store on ***** ***** ** ********* ** on Friday, 06/19, and see if there was anything there that interest me. If so, I would cancel my order with them and then just go with the outlet since I could get furniture there on the spot and have it delivered right away. After going to the outlet store on 06/19, I did not see anything that I liked so I contacted the ******** ** store back and talked with Faith. I told her I was just going to roll with the Jessa Place 3 Piece Sectional that I got on 06/13 and to proceed with the 2 piece delivery on 06/21 and I’ll expect the 3rd piece to be delivered on 06/27. She said okay but I advised her that I had yet received a telephone call to schedule delivery. She said that it would come within 2-3 business days. I said “we are less than 2 days away from the scheduled delivery”. She said if I hadn’t heard from someone by Saturday (today), to call the store and inquire on the delivery. Well I am out of town today and while out of town, I noticed that I still had not received a telephone call regarding the delivery that was to take place tomorrow, 06/21. So I said, “let me call the store to find out what’s going one”. Mind you, I am OUT OF TOWN! So I planned my return home tomorrow solely on the bases that my furniture was to be delivered. When I called the delivery line to inquire, I was told by a person in client care that my delivery was pushed back to 06/28. I WENT OFF!!!! This is completely UNACCEPTABLE!! Several years ago, I purchased a bedroom set from Ashley Furniture in ********** ** and did not have any problems with the delivery. My product was delivered when I was told it would be delivered. Furthermore, my parents, not even one month ago, ordered their bedroom set from Ashley Furniture in ********** **, and it was delivered when it was supposed to be delivered. So why is it that Ashley Furniture in ********* ** communicates to it’s customers that they will be delivering their product on ‘X’ date but then come to find out a few days in, that date provided was a joke and your furniture won’t be delivered until ‘X’. To me, this is deceiving to the customer. Ashley Furniture does not respect it’s customers nor the time of it’s customers. I used to live in the furniture capital of the country, *************** ***** **. This is not how a reputable furniture company runs it’s business. When you set that expectation to your customer of a delivery date to your customer, you stand behind that date and deliver! If Ashley Furniture knows that their delivery dates are full of ****, then looks like to me, they would just say to their customers, “your furniture will be delivered within ‘x-x weeks’. But don’t tell me a date the day I purchase furniture, then renege on that date several days later, provide me with another date. My trust in Ashley Furniture is at a zero and I will be sure to advise EVERY SINGLE PERSON I KNOW to not shop at Ashley Furniture. I work in the mortgage industry as a Processing Manager. So I encounter borrowers everyday who are purchasing homes and looking to buy new furniture. I will advise them to stay away from Ashely Furniture as they are unable to commit to their words. Funny thing is, I wonder how Ashley Furniture would treat me when my schedule due date on my payments comes due and I tell them “oops, by the way, can’t pay you on time”. I would have consequences to pay. I would be held accountable. Who will hold Ashely Furniture accountable for them not being able to keep their word? What consequences will they pay. I go into surgery soon to give my Dad my kidney. My hopes were to have a comfortable sofa to enjoy during my recovery time. THANKS ASHLEY FURNITURE FOR SCREWING THAT UP FOR ME!!!! Signed, A COMPLETELY DISSATISFIED CUSTOMER

Desired Settlement: Ashley Furniture needs to have my furniture delivered to me by 06/21 as this was the date that I was told when I purchased my furniture

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ********, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All warranty decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

6/27/2015 Problems with Product/Service
6/26/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I’ve purchased a set of sectional recliner with 4 pieces included in March 2015. The original delivery was scheduled in late April. A couple of days prior to the delivery date, we were notified that 2 of the 4 pieces were not ready. So we rescheduled the delivery to 5/18. Two days prior to 5/18, we found out that all pieces were still not ready. So we rescheduled to 5/28. On 5/28, I took time off work to wait for the delivery, then found out that the delivery were still only 2 out of 4 pieces. I rejected the delivery and rescheduled to 6/11. On 6/9, I confirmed the delivery and called the customer service to make sure that all 4 pieces would be delivered. I was told yes. On 6/10, I called the customer service again just want to make sure since I needed to take a day off work, I was assured that the full order would be delivered. On 6/11, the delivery truck showed up with only 2 pieces! You can imagine how frustrated I am. I called the customer service and was told that the store is at the mercy of the manufacture and wouldn’t know what were loaded to the delivery truck till the delivery day. I was also told that the new delivery date is 7/2 and they can’t promise that the delivery will have all 4 pieces. It took me several weeks to find a set of recliner that I am willing to purchase, and I’ve been very patient for 2.5 months, and I’ve taken time off work twice to accommodate the delivery delay. Now I am asked to wait for another 3 weeks WITHOUT guarantee of on time delivery!! Now I am in the situation that if I cancel the order, then I wasted more than 3 months of my time, if I don’t cancel the order, I don’t know when on the earth I will receive the products. I really don’t understand the business practice in this process. How come the store, manufacture and the delivery logistic are so disconnected? How can a business allow this kind of disconnection to happen if they truly care about their customers?

Desired Settlement: All 4 pieces to be delivered by the end of June, 2015

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ******* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have spent over $10,000 with Ashley on new furniture and the customer service, product, and delivery as of to date has been poor across the board. It first took over a month to get are initial order. We went back to 2weeks later to get the remaining pieces of our entertainment center. That took another two weeks for delivery and when it was delivered damaged. When we called customer care they sent someone out to repair it but they came with a spray paint can to cover the damage. The final straw has been a week ago I called customer care to come fix my 4 month old couch after the bottom feel out. The technician was schedule for 6/5/2015, we received our call regarding the time the technician would arrive but 45 minutes after the window still no technician arrived. I called customer care only to find out that the person over our area had rescheduled the call for 6/12/2015 without calling and contacting us. After waiting over 5 hours for a technician customer care told us that there was nothing they could do and that we would have to wait another week for the technician. At this point I'm ready for a refund and to take my business elsewhere.

Desired Settlement: I would like the furniture repaired or replaced and a credit of no less than 10% to my account for the furniture.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ******* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

6/21/2015 Billing/Collection Issues | Complaint Details Unavailable
6/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ashley Furniture touts their Montage Warranty Plan as being a win-win deal for the consumer. Their sales reps lie and tell you if you buy the plan and do not use it after 5 years, you get your money back. When your 5 years is up and you try to nail them down about getting your money back, they then tell you it is a store credit you are getting. In my one page document they sent about the plan it does not disclose anything about a store credit. I also bought items in two different sittings in 2010, and paid close to $500 for the plan, and they are saying it is only $299 and not available until August 2015.

Desired Settlement: I would like this money in the form of cash/check and not store credit. I have another Montage Plan due to expire in August 2017, and I would like that one cancelled and money returned in full since their have been no claims. I would like to remove myself from any future need to communicate with Ashley Furniture.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ****** store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ****** HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response is appreciated and since the complaint was kindly forwarded to the local ****** store, I will wait to hear back from them. 

Regards,

****** *****

 

 

6/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ON 5/19/15 I OREDER A KIG BEDROOM SET ALONG WITH A FLORR MODEL TWIN BED I SPEN 3 HOURS IN THE STORE WITH TIMITHY , KEN AND VANCE WITH THEM SELLING ME THE WORD AND PRESSURING ME TO APPLY FOR A CARD.MY CUSOMER ID # ********** AND SALE#******* & ******* IT WAS LATE AND THE STORE TWINE FOR ME TO CARRY THE FLOOR MODEL OF THE MATRESS HOME SO I RETURENED THE VERY NEXT AFTERNOON AND I WAS ADVS THAT THE TWIN MATRESS I OREDERED ID#1144530M WAS NOT ONLY SOLD TO SOMEONE ELSE BUT THE HAD TAKEN THE ITEM HOME ALREADY. MY DELIVERY DATE WAS FOR 5/29/15 I RECD A CALL FROM 732-548-1200 ON 5/26/15 ADVISING ME THAT THE BED WOULD BE AVAILABLE UNTIL JUNE I NEED IT FOR THIS WEEKEND THE REP TOLD ME THAT SHE HAD A QUEEN FRAM AND MATRESS AVAIBLE BUT I HAD TO CALL THE STORE I ORDERED FROM. WHEN I CALLED THE STORE THEY SAID THAT THE PERSON I ORGINALLY SPOKE WITH COULD HAVE CHANGED IT. AFTER SPENDING ALMOST AN HOUR GOING BACK AND FORTH BETWEEN THE ELMHURT QUEENS STORE AND THE CUSTOMER SERVICE DEPT I WAS TOLD I COULD NOT ONLY CHANGE FROM A KING BED TO A QUEEN SO I ASKED FOR MY MONEY BACK I WAS GIVEN A HARD TIME THEN ADVS THAT THEY COULD ONLY RETURN THE ENTIRE ORDER NOT JUST THE BED

Desired Settlement: ALL OF THE REPS WERE INCONSIDERIATE I PAID IN FULL OVER $2600 FOR A BEDROOM SET AND I WAS TOLD I COULD JUST WAIT FOR THE ITEMS TO BE AVAILABLE IN JUNE. THEY WENT BACK AND FORTH WITH ME AND DID NOT TRY TO ACCOMIDATE ME AT ALL KNOWING THAT I HAVE BEEN TO THE STORE SEVERAL TIMES AND THEY HAD SOLD MY ORGINAL ITEMS TO SOME ONE ELSE. I BROUGHT THIS ON A MEMORIAL DAY SALE NOW I HAVE MISSED OPPORTUNITIES TO GET DEALS FORM OTHER COMPANIES. ALL I WANTED TO DO IS CHANGE THE BED FROM KING TO QUUEN AND KEEP EVERTHING ELSE THE WAY IT WAS SO THAT I COULD HAVE MY ORDER ON MY PROMISED DELIVERY DATE INSTAD THEY ACTED AS IF I DID SOMETHING WRONG WHEN THE ITEMS WERE NOT AVAILABLE FOR DELIVERY AS I WAS TOLD

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. **** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. **** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

6/8/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My living room furniture was ordered 05/02/15, 4 items a couch, love seat, chair and ottoman. Delivery was 05/26/15, but 50% of the items were damaged and had to be returned. Based on today's update, customer service states the re-order cannot be expedited in no way and re-delivery will be no earlier than 06/22/15. The delivery process requires all furniture must be removed from the location, prior to delivery. I have a chair and love seat only. 26 + 20 days is unacceptable, I have requested the order be expedited but advised not possible.

Desired Settlement: Expedited delivery of the 2 remaining item. Ottoman and couch. on or before 06/05/15.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact Ms. ******* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

6/5/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a leather/fabric/wood sectional from Mo. Furniture.It starting having little problems & before I knew it every section had a problem! I talked to the manager of Mo. Furn. & he sent pictures to the company but they will not do anything because I had not reported the first spot.I thought I had purchased a LEATHER couch & not a bordded one!!!! No where did it state that. I bought the couch 4 yrs. ago on 06/14/2011.

Desired Settlement: Credit or replacement

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ******** purchased furniture from an authorized Ashley dealer, ******** *********, in ********** **. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Ms. ******** should have received with her furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the ********* area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Ms. ********  to discuss her options.

 

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

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,

 

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

 

 

 

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

Additional Notes

Complaint: This is a failure 'to provide safety information in the contract' complaint. My wife and I purchased a Millennium sectional by Ashley on 09/07/2013. We put down $691.57 dollars for the down payment and then financed $2,120.77. We have been making payments and we are within approx. $400.00 dollars of having the sectional paid off. We at no time signed a document in a contract stating that we understood that there are health damaging chemicals used on the furniture. Consumers should be informed of toxins at the time of sale. We asked if the sectional was made of hard wood and we were told it was; however, there is plywood in the sectional which contains glues and then we found out after the purchase that it is sprayed with health damaging fire retardants. The off gassing was so extreme that for the first year and half we had the couch in the garage and it could not be utilized. We have brought it in a few weeks ago to try to use it and my wife has chemical sensitivities and cannot be around it. We did not sign a warning in our contract stating that this product had toxins that would impact our health; we also were not told that it had these products in them.

Desired Settlement: We expect a full refund and we expect your company to come and remove the basically brand new sectional. Consumers should be informed of toxins at the time of sale and they should sign a paper stating that they understand the risks to their health because of these toxins. Your contract states nothing of the sort. We will not pay nearly $3,000 dollars and then not be able to use this product.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ****** purchased furniture from an Ashley Furniture HomeStore in **** ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Fort Worth store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the **** ***** HomeStore Customer Care department at ###-###-####.

Sincerely,

Tammy K*****

Ashley Furniture Industries, Inc.

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

Business Response:

Hello,

We are very sorry to hear Mr. ****** has chose to not accept our response to his BBB claim. Since each of the stores are independently owned and operated, we do not have access to their individual sales records. Mr. ****** will need to contact the **** ***** HomeStore Customer Care department to further discuss his concerns. The proper phone number Mr. ****** will need to call is ###-###-####. Please consider this claim closed on behalf of Ashley Furniture Industries, Inc. in ******** **.

Sincerely,

 

Tammy K*****

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

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We assert again and for the last time that individual stores do not create the Ashley contracts.  Ashley headquarters are responsible to ensure that the individual stores share information about the toxic products that are in and placed on the furniture. We are prepared to take this further legally. The contracts, nor did any Ashley material, state that there were toxins in or on the sectional. We suggest that the headquarters visit with the individual store themselves, verify that no information was given to us discussing the toxins found in and  on the sectional, refund our money in full and remove the sofa from our home. 

Regards,

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

 

 

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

Additional Notes

Complaint: This corporate office refuses to take ownership of an issue in having with an Ashley furniture home store in ***** ***** **. I ordered a couch and chair in Sept 2014. The chair never got delivered and when I inquired why the store manager said no one should have promised it would. I paid in full at the time of order. In January I demanded a refund for the chair. The couch immediately had a recliner break they got a service guy out who said it was fixed. I tried the recliner as he was loading his van. It wasn't fixed so He said he'd just order a part. One month later I called back to the local customer service group and the said the part had never been ordered. They actually thought shipping directly to me to let me fix myself would be a great idea. Two weeks later they called to let me know the part was in so I could take another afternoon off work and they could fix it! I called in the day of fixing to let them know id be late so needed the service guy to call me in his way so I didn't miss him. At the end of the two hour window I called the store who told me he had been there at 340 and no one was home. I am so fed up with this couch and this company. All I want is for them to give me my money back and take the couch the customer service is terrible. I've been friendly and attempted to work with anyone I can talk to just to continually get a "we don't own this" "not my problem" response. Take some ownership and pride in your job! You clearly have none in your product or you'd make this right. Not one apology,no empathy just rude customer service.

Desired Settlement: Take the couch refund my money

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ********* purchased furniture from an Ashley Furniture HomeStore in ***** ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ***** ***** store, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ***** ***** HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

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

Additional Notes

Complaint: This is my last resort This is on the store ******* ***** ******* **** ******* ** ***** ************ I bought a living room set from this store about 2 years ago I also bought the 3 year warranty Im having issues with my love sit has a broken arm the couch has a lean to it and the coffee table is broken from the bottom I think to myself no big deal I have the warranty on my stuff so I call the store and they give me the warranty companies number I Call them and they have no file on me so they tell me to call the store and that is where all the fun begins I get the run around several times I ask to speak to the general manager of the store thinking he will help me cause his mangers sure couldn't well he has more days off than anybody I know you never get ahold of him they say he's not there which seems to be the case everyday there rude over the phone and never come through to getting me my paperwork to show that I have the warranty I need the paperwork to get the warranty company to come fix my stuff but nobody there will help me with this and why is there and option of 2 when you call its for the service desk nobody every answers that line I would like someone to call me

Desired Settlement: at this point it has been going on for a year and im sick of dealing with this store I would like my love seat replaced along with my coffee table and I would like my couch fixed like it was scheduled to be on my time schedule not theres

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******** purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Mr. ******** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-#### or ###-###-####.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

5/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought some brand-new furniture from Ashley Furniture store in February and those furniture were delivered to my house in April. However, some of those furniture have strong odor of formaldehyde and apparently have serious product quality issues.

Desired Settlement: I request Ashley Furniture Executive Office to immediately contact me to discuss about the reasonable resolution to their product issues (strong chemical odors).

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the **’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 The **’s purchased furniture from an Ashley Furniture HomeStore in ***** ***** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the **** store, along with a request for them to investigate this matter further and contact the **’s to discuss their options.

 

 If you have additional questions or concerns, please consider contacting the Ashley Furniture HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

5/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a furniture from the Ashley furniture location at the galleria branch in ******** **, since purchase, my furniture which was obviously defective from the onset has had all sorts of problems, and had even been worked on by Ashley furniture repair technicians twice!! Now the inferior leather material on my furniture is peeling off at a terribly fast rate making furniture look ugly.

Desired Settlement: My furniture must be repaired or replaced

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. **** purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All warranty decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

5/30/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I’m writing to complain of the poor service I received form your company on May 9, 2015. Due to the bad customer service of your company I have been displaced and inconvenienced. A delivery time between 9 and 10 scheduling made it 3pm the afternoon. Not only were the deliveries late, I was told upon arrival it was because of waiting for a mattress set for 2hrs that never arrived. Between your company and the company you employ for deliveries there was a disconnect, and this disconnect is what has now caused me to be angry. First, I was never told until I made a customer service call that the mattresses I purchased were on back order and wouldn’t be delivered. Second, your customer service representative showed no compassion for a lack in communication that didn’t include me. My obligations were met once I purchased my furniture. At the time of selections and purchase I spoke highly of a company I felt was credited and held to a higher standard than every day furniture stores, but to my surprise lack in service demoted your company standards. Not only did I not receive my mattresses, the same customer representative was told that one of the drawers in the dresser had a technical problem of not opening. Again no compassion for my issues at all. With no intentions to aide in the problems I had at that time I ask to speak to a supervisor. Awaiting a response after 20-25 minutes of no communication I disconnected from whom I believe her name was ******* and called back to get an answer from an additional rep and was told a delivery at the earliest would be Tuesday May 12th. I am most annoyed that I wasted a morning, an afternoon, along with half and damaged materials that I in fact paid for. My impression of your company has been tarnished, I am now concerned for those who held your company to a level of great business as I did prior to my last purchase. With that being said I have researched information as to contact the better business bureau. Please contact me at your earliest as to how I can be compensated for not only my time, living out of boxes due to my clothes not being able to be inserted into the drawers, and also having to sleep on the couch because of not having mattresses to put on the bed in which I purchased.

Desired Settlement: When purchasing the items I fulfilled my obligations as a customer as the retailer those obligations weren't filled. I feel as if I'm owed a billing adjustment because of promises that weren't kept!

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. ********’s claim.

 

If Ms. ******** or the BBB would like to reply to this email (***************************) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and if available, the model and serial numbers of the items in question.

 

Thank you.

 

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

5/23/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Ashley Furniture headquarters to let them know that my loveseat had a minor wear in the material. It was most definitely still under warranty. I also informed them that NO ONE has ever sat in it because it is just myself & my husband, and we use the sofa. They finally agreed to have the loveseat repaired. I must have told and emailed the their rep 10 times where the damage was, and each time, she continued to send the wrong piece of fabric. The technician also sent them pictures asking for the correct piece so he could repair it. He was here 3 times, and I have 3 different pieces of material; none of which will fix the problem. This has been going on since the end of January, 2015. I received a letter today,4/28/15, from Ashley, stating they have discussed my situation with management, and WILL NOT repair my loveseat. They told me to "Look in the yellow pages and find a repair service in my area, and it is my responsibility to pay." I spent over $2,000 at the Ashley store, and that's the last they will ever see of my money again! Their customer service is the worst! I hope this helps potential customers to shop elsewhere.

Desired Settlement: I want exactly what their warranty promises. Repair or replace.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

After close review of Ms. ******’s claim, Ashley Furniture Industries, Inc. sent a third party repair service (U.S. Quality Furniture Service) to complete an inspection of Ms. ******’s furniture. The technician reports that the furniture does not show any signs of manufacturing or workmanship defects, therefore the issues Ms. ****** has are not covered under Ashley Furniture Industries, Inc. Limited warranties. This was explained in a letter that was sent to Ms. ******.

 

We are very sorry we are unable to assist Ms. ****** any further with her concerns.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** ******

When the technician was here, all 3 times, he NEVER once mentioned that it was NOT a manufacturer's defect.  In fact, he stated quite the opposite!! I told him the loveseat had MAYBE been sat in 2 or 3 times by a guest, because it's only me & my husband and we use the sofa.  He said he could certainly see that it was practically brand new, and it had to have come from the manufacturer in that condition.  He just wasn't interested in fixing it.  I knew that from the first time he was here. He kept commenting, "It's going to take me 3 to 4 hours to fix this with what they sent.  Contact whoever you spoke to and tell them to send you a whole new center console."  That's what he told me every time he came. The reason is because the defect was tucked underneath the padded piece of material in the center console of the loveseat.  But not anymore!!!  Because of the ALL the INCORRECT pieces that Heather Neberman continued to send, the technician continued to stretch the material trying to figure out how to make the repair.  Now the defect is most definitely noticeable!!  He also told me repeatedly to contact Heather, which I did via emails, that the ONLY way to repair the loveseat was to sent the entire center console.  She never responded to these emails.

My warranty was in effect when I contacted Ashley.  They agreed to make the repair, and now the they are not honoring their agreement.

 

 

Consumer Response:

On Mon, May 11, 2015 at 1:27 AM, <*******************> wrote:

*****~
 
I have replied to your message 10 days ago and have yet to hear back from you.  Exactly how long am I expected to wait for your reply?  I will not allow the BBB to close my case until this matter has been resolved to my satisfaction, as promised by Ashley Furniture.
 
*** ******

 

 

Business Response:

Hello,

We are very sorry that Ms. ****** has chose not to accept our response. I have been in contact with her via the email address she provided. It is unfortunate that it is taking time to look into her concerns with other departments within Ashley and that she is not accepting the length of time it is taking us to investigate. We highly recommend that she continue to contact me via email rather than submitting her rejection to the BBB.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

5/16/2015 Problems with Product/Service
5/15/2015 Guarantee/Warranty Issues
5/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sectional from Ashley Furniture in ********* ** on March 16 and was told that it would be delivered on April 21st. I contacted the sales associate (****** *************) a week before the delivery date via email and she emailed me back that my delivery was going to be delayed until April 25th. I told that I was concerned and asked her if it was going to continue to be delayed and she emailed me back stating, "It is set for sure on del for 25th no questions!!! lol... I completely understand about long time but unfortunatley I cant change that.. and if we change now you are looking to May or mid May on many..so it would be iffy at best to change.. but you can, you just cant cancel ... Let me know" On April 13th, I emailed ****** again and asked if we were still set for delivery on April 25th. I received no response. On April 15th, I contacted the store and was told that my sectional was delayed until May 8th. *** ******* offered an in store credit of $300. On April 17th, I received an automated email that my furniture would be delivered on April 25th. On April 25th, I contacted the store and was told that my sectional did not get on the loading truck and no one knew why. I contacted the ***** ******** ****, and he said that he would check into it and get back to me. No one called me back. I contacted the store on April 27th and was given the name and number of **** ******** and **** ***** in the ******** ** office and was told to contact them. I called and left a message for both of them today.

Desired Settlement: I would like my furniture delivered and a credit on the merchandise that I have purchased. I do NOT want an in store credit of any kind as I NEVER want to buy furniture from this place again.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The customer care number they provided in their response is of no use to me.  I have already called this number and was told that they couldn't help me.  I would like a manager's name and number to contact for the Corporate office for the ******** store.

Regards,

**** *****

 

 

Business Response:

Hello,

I am very sorry that Ms. ***** has chosen not to accept our response to her BBB claim. Ms. *****'s concerns are with the ******** HomeStore not Ashley Furniture Industries, Inc. Each of the HomeStores are independently owned and operated. The manufacturing plant does not have any ownership with any of the HomeStores, nor do we have access to their computer systems.

I have forwarded Ms. *****'s concerns to our business to business contacts for the ******** HomeStore. I have requested they review her concerns and have someone contact her with a status update. For further details, please consider contacting their Customer Care department at ###-###-####.

Sincerely,

 

***** ******

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

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

Additional Notes

Complaint: On 3/14/15 i went into the store in ***** **** and purchased $2674.68 in furniture (3 bed frames, 4 night stands, pub table, & 6 table chairs) and everything was to be delivered on 3/19/15 between 3pm and 7pm. I took at half day off of work (missed 4 hours @ $37.50/h for a lossed income of $150.00) to be home for the delivery crew. Around 6:50pm i made a call to the Customer Service number i was given to ask what was going on with the delivery. After being on hold for some time i was informed that the drivers are 3+ hours behind and they were "shocked" i didn't get a call already. Said i have not been contacted and they confirmed the same. I was informed that the delivery drivers would be at my home around 10-11pm that night and they were going to refund my delivery charge for the inconvenience and a check would be cut on 3/20/2015 as they cut checks every Friday and the worst case it would be cut on 3/27/15 if it didn't get approved by the 20th check run. Got a call at 9:55 from an automated system saying the delivery drivers would be at my house in 10 or 15 min's. About 10:35 the drivers showed up and got everything setup but we noticed that one of the 4 night stands were damaged and fixed poorly, the driver said that he could leave it but it would take 3-4 wees to have it replaced or "I cant mark it refused and have a replacement out to you tomorrow on my way home around 6-7pm seeing i live down the street". I said no problem just deliver it tomorrow. Driver was done by 11pm. I have been calling daily for 2.5-3 weeks and the story always changes FINALLY got my delivery refund check just a few days ago (took 30 days not a few as they claimed every call) but i still dont have my $149.99 nightstand. Finally someone from corp called me and he was the one who was able to get me my check but he stopped calling back and i dont have his number. I have been promised my night stand and "something to make up for our failure" and that has not happened. I still need to buy more furniture but i dont know if i can trust them. Please help me get my night stand i paid for....

Desired Settlement: For starters i want the nightstand i paid for to be delivered as soon as possible. If that happens we can call it a wash. But if they want to gain my future business as they have informed me they do i need something in return. I have informed them i need the rest of the matching bedroom set, area rug, entertainment center, 3-4 lamps, coffee and end tables, etc for my new house. If they want my future business they need to recover my lost income for taking off work as well as something towards the purchase. I made an offer before to keep the delivery charge they refunded and if they take in account my lost income it would cover the rest of the matching bedroom set and just deliver that with the night stand but never got a reply. The ball is in their court they can handle it as they see fit but i must get my matching night stand or this will have to go further.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ***** ****, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Sugar Land store, along with a request for them to investigate this matter further and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ***** **** HomeStore Customer Care department at ###-###-####.

Sincerely,

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

Consumer Affairs Representative

5/3/2015 Problems with Product/Service | Complaint Details Unavailable
5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a large amount of furniture from Ashley Furniture and paid cash on 2/28/2015. On 3/17/2015 I received a call letting me know my furniture would be at my house in 40 min. I work 50 miles from ******** and by chance I was able to take off work to meet the delivery drivers. Upon delivery, there was damage and pictures were taken by me and the delivery driver. I ordered a full size bed for my daughter and they brought a queen headboard with a full foot-board. The media chest was assembled incorrectly with a large space at the base of it on one side. The remainder were scratches. All the remaining parts for the bed were left on the floor and my daughter has been sleeping on the floor. The headboard and media chest were reordered the day of the delivery. On 4/2/2015 i hadn't heard anything so I called and spoke with a ******* and nothing had been reordered other than they were trying to send another chase lounge (for some reason two were ordered at the time of purchase but my sales person took care of that). So ******* ordered the full size headboard and media! on 4/10/2015 Lubbock office called to let me know my furniture was in. No media chest was ordered so I called back to talk to ******* and she no longer works for them. Again, it was suppose to be taken care of. On 4/17/2015 I called and again no media chest, this time I spoke with Felicia. I was furious and finally got to speak with Sara. The headboard was in Lubbock and had been for a week. Remaining furious! Sara found a media chest and delivery was set up for Tuesday 4/22/2015. I stressed the importance that I work an hour from ******** and I could do no other delivery but 7pm based on my schedule. Again I have parts all over my floor and my daughter is sleeping on the floor. If I had it to over again I would never by from Ashley Furniture again! After numerous phone calls with Sara, I was scheduled for the last stop on 4/22/2015. Sara assured me that if delivery drivers got done someone would hand deliver it from the ******** store. Today, 4/22/2015 I received a phone call at work at 10:30 stating the delivery guys would be there in 40 min. I became some what irate. The lady I spoke assured me that the mistake was theirs and the delivery would be moved to the last stop. I got home at 5:30 pm to find a note on my door that I missed my delivery it was dated and timed. I called the number on the tag and spoke with Priscilla and she was so sorry I missed my delivery. I proceeded to explain the story to her and she was going to try to catch the delivery and call me right back. I hadn't heard anything by 6pm so I called the number back and Priscilla has already left for the day. I intend to contact the BBB. Ashley Furniture is an unorganized, incompetent company that can't keep up with their customers. My sales person left and two other females that I spoke with no longer work there.

Desired Settlement: My furniture or complete cash refund

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 The *********’s purchased furniture from an Ashley Furniture HomeStore in ********, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact the *********’s to discuss their options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

 

Sincerely,

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

4/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sofa and love seat set back in November of 2012. After having the set for only a few weeks the cushions flattened out on both pieces. The company sent out a 3rd party technician who said that the furniture was defective. He also had to inspect under the sofa to check the wood frame. He showed me what was wrong and asked to leave the bottom un-stapled, as he would staple it when he returned to fix it. A week latter I called Ashley Furniture and they said that the techs report said nothing was wrong. After fighting with them for MONTHS they finally sent me new cushions. The bottom of my sofa is still un-stapled and opened to this day. My main issue now is that the sofa creeks and squeaks horribly. It is just my wife and I who live at our house.It has never been jumped on or suffered hard use. In fact,we spend most of our time in the basement on another piece of furniture we purchased from Ashley Furniture that has held up perfectly. I called their corporate office and was told that the frame is not covered. I had/have a copy of their warranty that says that it is covered. The person had to keep putting me on hold to check to see why it was not covered. She had to go to her supervisor (who was the one who lied originally and said the tech said nothing was wrong with our cushions). After much back and forth I finally spoke to the supervisor. She explained that I was wrong and that there was nothing that would be done. I went higher up and finally someone emailed the supervisor to tell her to send out a tech. A tech came out and said that my clips were defective. He wrote it in his report and we have a photo copy of that report. 2 weeks passed by and no word from the company. Finally I called Ashley Furn. and spoke with the supervisor. She told me (again) that the tech said nothing was wrong. I told her I have a copy and she then told me that clips are not covered. I read her the warranty info that specifically says clips in it and she said that there was nothing they would do. I kept calling back and the person who answers the phone told me they were no longer discussing the topic with me. Then one day I came home and there was a package on my door step. It was the clips. I called back and said that I received the clips but someone needed to put them on. No one would call me back. i then visited the store and spoke to the store manager. He Emailed someone and they called me to inform me that they were sending a 3rd party company to come out and fix the clips. When the 3rd party company arrived at my house (same company that came out and reported that it was the clip causing the creaking and breaking sound, but a different technician), this technician said that the first technician was wrong and it just needed some screws put in the wood cause the wood was rubbing together. The clips were never put on. The sofa STILL creeks (even worse now). It is so bad that we wont even sit on it because we are worried it is just going to break. AGAIN, no one will call me back. Their warranty covers the frame and the clips and two different technicians hired by Ashley Furniture said it was one of the other. My love seat is fine and my set downstairs is fine. There is something wrong with this sofa and I want it fixed or replaced. I have given this company several opportunities to make this right and they have not. I purchased this set because they offered limited lifetime warranties on their products. They lie not only what their warranty is but also about what the technician says. I was told that if I have future problems, then I need to speak to the owner but when I call they tell me they can not give his number and you can not speak to him. The only person I can speak to is the supervisor who either A) Wont return my calls or B) when she does return my calls she lies. If I wouldn't have had a copy of the warranty (which is also available on their website) then I would have just believed her. Please help me with this situation.

Desired Settlement: At this point I want the sofa replaced. It can even be with the same sofa. I just want the furniture to hold up as your warranty says and assures that it will. I have allowed you into my home on three different occasions to fix this sofa, you have lied to me all three times. Each time I have had to call and spend countless hours on the phone to even get some help. Then you send someone, I have to take off of work and then you lie about what they say. The last time they were there I got a copy of his report so you could not tell me the report said something different (even though you still lied and said that the report said nothing was wrong). At this point, since you can not fix it correctly then I want the sofa replaced with the same sofa.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******** purchased furniture from an Ashley Furniture HomeStore in ********, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Mr. ******** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

We are very sorry to hear Mr. ******** has chosen not to accept my response to his BBB claim.

 

We are very sorry to hear Mr. ******** has chosen not to accept my response to his BBB claim.

 Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in ******** ** does not have access to each of their indivdual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** HomeStore Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

***** ******

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

Ashley Furniture Industries, Inc

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


So who over sees that this individual store that is using the Ashley Furniture store that is using the Ashley Furniture name, is following the guideline tyat are set. If I buy and own a *********, then I have to sell ********* food and someone from a corporate position makes sure that I am doing so. I need to know who does this  it is NOT the office that you keep referring me to. When I questioned the warranty, this office tells me that it is set by Ashley Furniture and I would need to speak with them but I can't get any info from her. I NEED to know who I can contact that over sees the individually owned stores. Someone has to make sure they are following the guidelines of the warrenty.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

4/18/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This company promises one but doesn't deliver anything. I went into the store on 2/24/15 I have even made a payment and still have not received my purchase. No one has answers or bothers to call back. Managers never fix the problems they just say that they will call you back and they never do. Money can not be essential to this company! Customer service definitely is not something that Ashley Furniture cares about,after they have your money they could not care less about anything else.

Desired Settlement: I would like the bed delivered before I have company and they have to sleep on the floor.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ********* purchased furniture from an Ashley Furniture HomeStore in ********, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Mr. ********* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response: Everyone has passed my complaint on to the next person. Everyone down to the finance company has decided that it is someone else's responsibility to acknowledge or deal with my problem. I went into the store in Feb and it is now April how long before someone calls or bothers to say anything.

Business Response:

Hello,

 

We are very sorry to hear Mr. ********* has chose not to accept my response to his BBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in ******** ** does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** HomeStore Customer Care department at ###-###-####  for further assistance.

 

Sincerely,

 

***** ******

 

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

 

Ashley Furniture Industries, Inc.

4/18/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a living room set with tables and two chairs on march1 , 2015 and was promised delivery date on march 17 2015 and they would call 2 days for confirmation, never received a call so i called on march 17 to check on delivery and was told that the big sofa did not make it and they will deliver the rest on march 20 ... i told them its ok and asked about the big sofa and they informed me it would be in for march 25 so i accepted partial delivery on 20th and it was missing big sofa and one chair........i called in to check on 25th they told me they reset delivery for april 1st , i was ok ..........april 1st came they never called to confirm delivery so i called today (april 1st) and they told me the truck had no roam for the sofa and they would contact me later for the date.......got a call at 4pm telling me delivery will be on april 8th i told her you guys been lying about delivery so she directed me to go to store which i did ....customer service rep was on hold with them for like an hour and they told her driver in route to the house which is not true since i havent received a call from driver so spoke to the manager and demanded a letter about confirmed delivery or i dont need products anymore .......he directed me to cooperate so its back and forth between cooperate and store i ended it up calling police to resolve the problem ....offcourse manager told them i was too loud and disturbing other customers which is not true......i left from there and have no idea of when delivery will be........I WILL NEVER EVER BUY OR RECOMMED TO OTHERS ......BAD WAY OF DOING BUSINESS WITH ZERO CUSTOMER SERVICE AFTER SIGNING THE BILL....... SHAME ON A STORE DOING THIS WAY OF BUSINESS

Desired Settlement: Would like a letter stating date of delivery otherwise cancel my order and refund money

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 The *****’s purchased furniture from an Ashley Furniture HomeStore in ***** ****, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Sugar Land store, along with a request for them to investigate this matter further and contact the *****’s to discuss their options.

 

 If you have additional questions or concerns, please consider contacting the ***** **** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Forwarding this matter to ********* store doesn't really solve my problem since I been there and they didn't help , furthermore nobody from ********* had contacted me yet to check on this issue

Regards,

**** *****

 

 

Business Response:

Hello,

 

We are very sorry to hear the *****’s have chosen not to accept my response to his BBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in ******** ** does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ***** **** HomeStore Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

***** ******

 

Consumer Affairs Representative

 

Ashley Furniture Industries, Inc.

4/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a "bonded leather" ottoman and sectional in 2011. In 2013 the cushion fill and ottoman were severely flattened even though the furniture had minimal use. By 2014, the bonded leather was peeling away from the fabric in several pieces. In December 2014 I was excited to remember we purchased a 5 year extended warranty with our furniture and called the number to file a claim. I was told that the warranty only covered accidental damage, not poor quality and that I needed to call the customer service line. I called and spoke with a nice lady named ******** from their corporate off and told her my problem and asked her if Ashley furniture stood behind the quality of their furniture and she replied that they did and to send her pictures of all the tags of the furniture and she would have her manager look at them. She said they had several complaints about this exact piece of furniture and they had made resolution with other customers. I sent all the tags to her on January 8, 2015. I emailed her 2-3 weeks for a follow-up and finally had a response on March 20, 2015; she asked that I take a picture of a different tag. I did and sent it to her March 24, 2015. I have since emailed her for an update and she has not replied. I realize after reading other people's complaints that they are a horrible company and I should have never done business with them. I do hope there can be some resolution and our furniture can be replaced with quality.

Desired Settlement: I would like for the furniture to be replaced or our money returned.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. **** purchased furniture from an Ashley Furniture HomeStore in ******, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ****** store, along with a request for them to investigate this matter further and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ****** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

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

Additional Notes

Complaint: i bought a 6 piece durablend sectional sofa, it says on the product description that it is VERY durable...hence the name, However it is not holding up at all....I bought it on 2/27/12 and it is peeling everywhere! really awful, i have called ashley, my furniture store said theres nothing they can but contact a Rep from ashley, and no one has contacted me in this matter, ....its defective.... this material is suppose to be strong, not peeling it says so on the tags that came with sofa, and yes i still have Tags On the sofa. i have pictures i can send....the furniture store (****** *********)has been very helpful from where i purchased, i can't seem to get a outcome...because we need the Ashley Rep to help.

Desired Settlement: I would just like a replacement ......if i could i would rather get a non-durablend sectional, i have many pieces from Ashley i have always been pleased, however, this set is very awful....i worked very hard to purchase this set, i cannot just go buy another.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ****** purchased furniture from an authorized Ashley dealer, **** ****** *********, in **********, **. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Ms. ****** should have received with her furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the ********** area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Ms. ******  to discuss her options.

 

If you have additional questions or concerns, please consider contacting the store directly.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

There has been No resolution. ... my durablend sectional actually looks worse than before, I have been trying to something done for 6mths and the material in that time looks absolutely horrible. ...this material should be taken off market.  It will only last maybe a year! 

Regards,

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

 

 

Business Response:

Hello,

We are very sorry to hear that Ms. ****** has chose to not accept our response in regards to her concerns.

The Ashley Furniture Marketing Specialist has been working with the store regarding her concerns. Ashley highly recommends that Ms. ****** contact the store for any type of updates regarding her claim.

If Ms. ****** has any questions, she may contact me directly at *************************** or ###-###-####, rather than to continue to submit rejections to the BBB.

Her claim is being reviewed.

Sincerley,

***** ******

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

Ashley Furniture Industries, Inc.

4/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some new Ashley furniture from Ashley Furniture Home Store in ***** ***** ** ****** *** ** ** ***** ***** ** ****** on 02/22/2015. The furniture was scheduled to be delivered today, 03/28/2015. However, when the furniture arrived at my home, I found that most pieces were damaged with some scratches or dents on the surface, on the back or inside the drawers. I feel so frustrated with the poor service by Ashley Furniture and their warehouse or delivery team did not thoroughly and carefully inspect my furniture before their delivery. Instead, they tried to deliver to me those defective furniture with all kinds of damages, though I ordered brand-new furniture from Ashley furniture store. Also during today's delivery, Ashley Furniture's delivery crews did not any protection like plastic wrap on my carpet in my new house. That was not professional or acceptable at all. For your information, my Ashley Furniture sales order # is ********* and my phone number is ###-###-####.

Desired Settlement: I request Ashley Furniture to re-deliver me all my ordered furniture in brand-new conditions on the morning of 04/03/2015, this coming Friday. I ask Ashley Furniture warehouse to conduct very thorough and careful inspections on every single piece of furniture that they will deliver to me in order to ensure there is no damage and in brand-new condition. Also I request Ashley Furniture to give me the first appointment on the morning of Friday, 04/03/2015 for furniture re-delivery. If possible, please deliver all the furniture in the original boxes and then assemble them in my house. If that is not possible, at least I ask Ashley to ensure their delivery crews to do full protection on the furniture to completely prevent any damage in the transit. When Ashley re-deliver the furniture, their delivery crews should put necessary protection on my wood and carpet floors before moving the furniture into my house. For your information, my Ashley Furniture sales order # is ********* and my phone number is ###-###-####.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the **’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The **’s purchased furniture from an Ashley Furniture HomeStore in ***** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

 

I took the liberty of forwarding the information provided by the BBB to the corporate office for the **** store, along with a request for them to investigate this matter further and contact the **’s to discuss their options.

 

 If you have additional questions or concerns, please consider contacting the **** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I request Ashley Furniture to throughly inspect all the furniture before their delivery to ensure there is no any single damage or defect. Also I request Ashley delivery crew to provide professional delivery service. This Friday when they re-deliver the furniture, they much protect my house floor.


In fact, Ashley furniture delivery is managers by the corporate office of Ashley instead of the local store. Therefore, Ashley should take accountability and responsibility.

Regards,

*** **

 

 

4/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After ordering a product that was on sale, the salesman informed me that delivery to the store would take about 3 weeks and it is still not here. I went to Ashley Furniture to purchase my first sofa. Upon finding the sofa I desired, the salesman talked me into getting the extended warranty. After completing my purchase, the salesman informed me it would take 3 weeks for the reclining sofa to be delivered to the store. After 3 weeks, I was called to be informed that the sofa was on back order. I visited the store today and was told that they have a "no refunds, no cancellations" policy. I then spoke to the ******* ***** ******* who informed me that he would work on getting my order cancelled but he couldn't authorize at the store level. He also stated he would call me later. Granted he did just call me at 9:30pm, I still feel as if he forgot about it.

Desired Settlement: I just want my order cancelled and my money returned to me. I do not have the product in my possession and since there is such a high demand, I do not see why it is such a problem for them to return my money and give the couch to the next person in line. Having a "No Refund, No Cancellation" policy at a retail establishment is the most ridiculous thing I've ever had to deal with in my life.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Mr. ***** purchased furniture from an Ashley Furniture HomeStore in ******** ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Mr. ***** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******** ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

I would like the store to refund me the amount of the purchased item as I have yet to receive any sort of communication from them in over 7 days. I find their behavior is very unprofessional and ridiculous.

Regards,

***** *****

 

 

Business Response:

Hello,

We are very sorry to hear Mr. ***** has chose not to accept my response to hisBBB claim.

 

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their indivdual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ******** ******* HomeStore Customer Care department at ###-###-#### for further assistance.

 

Sincerely,

 

***** ******

 

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

 

Ashley Furniture Industries, Inc.

 

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

Complaint: Purchased a cleaning protection order on 1/3/14 on sofa. *No specifications or condition - understood could have year cleaning. On 1/12/15 called the **** store to have a cleaning. Reference # ********. Brook was very nice but had to check with her manager. Called Ashley's in **** (###-###-####). Given # ###-###-####. ****** called back "can only come to clean if food-urine-feces. THIS IS NOT MENTIONED in purchase agreement-see attached copy. They refuse to come clean sofa and will not give a refund.

Desired Settlement: Return $$ for cleaning total - and will clean elsewhere.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ***** purchased furniture from an Ashley Furniture HomeStore in ***** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All warranty decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the **** store, along with a request for them to investigate this matter further and contact Mr. ***** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the **** HomeStore Customer Care department at ###-###-####.

Sincerely,

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

Consumer Affairs Representative

4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went into this store June 09, 2014 and purchased a dining set for 1,153.31. In Dec 2014, I noticed the dining set was wobbly esp table and chairs fallen apart. I called the store and informed them and was told someone would come out to look at it. I never got a call back. I called back in early Jan 2015 and was told same story, waited and no one came. I was given the service and repair center and told to call which I did and no one got back to me. I called two days using my break times and I was put on hold for an hour twice and hung up on. One of the events was heard by a rep on the phone from the main store since I had her on speaker while I was on the other phone with the service center. I decided to go to the store to find out what was going on Feb 10, 2015. I lost out on $486.00 cancelling my shift. At the store I was met with excuses and horrible customer services, told to be patient and someone would contact me as if I had not been patient enough. I was contacted on Feb 12 and was told to send emails to the repair center which we did and no one contacted us. I had to travel to Texas Feb 20th and left my significant other in charge, I returned on Feb 23rd only to be told he had called multiple times and no one called back. I returned to my nursing work and had to cancel another shift losing out on another 486.00 on Feb 27, so I could go to the store and find out why I was being treated in this horrible manner. I was met with rudeness and excuses, was told the old manager I talked to no longer works there and the current two mangers that I spoke to had conflicting stories. One claimed the repair center was scheduled to come out on March 3, and the other said they never got the pictures. I was also told from the pics it looks like wear and tear and if I in fact had tried to tighten the screws myself because they are not going to keep coming out for that. I was appalled at the horrible ratings of poor customer service and unreturned calls online and fraud claims. Product_Or_Service: Dining set of 6 Order_Number: *******

Desired Settlement: DesiredSettlementID: Refund I am asking for my full refund at this point, I believe I was sold used old furniture. I have evidence based on the horror stories online with people met with similar or worse predicaments. The dining set is fraudulent. They can come and get the furniture. I do not want a repair or anything else at this point. I am never home to use the set so wear and tear excuse is a lie and ridiculous. I even purchased a 5 year warranty.Thanks *** ******* *** **** ***

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Each authorized Ashley dealer and HomeStore is independently owned and operated. All warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Ms. ******’s claim.

 

If  Ms. ****** or the BBB would like to reply to this email (***************************) with additional information, I would be happy to forward a request for service to the owners and/or managers of the store from whom she purchased. Please provide me with the name and location of the store where the furniture was purchased and the model and serial numbers of the items in question.

 

Thank you.

 

***** ******

Ashley Furniture Industries, Inc.

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

3/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: They wouldn't set up a time to bring a sofa back to my home while u would be there. They would deliver at the convince. If their products was good merchandise a individual wouldn't have to go through what I have had to do to get it delivered back to my home. The store manager at the ******* mo store is very rude and needs to be fired. My business and anyone that I talk to will be advised to not to business with these idiots

Desired Settlement: Delivery of the couch when I can be at home and a formal apology!!

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. **** purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. **** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

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,

 

****** ****

 

 

 

3/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ashley describes their "Durablend" as being as durable as leather which is completely misguiding. Within one year the two recliners we purchased the Durablend leather is flaking in chunks. I now have to worry about my two toddlers risking their health by eating the chunks of Durablend off the floor. I called Ashley Furniture and they were unwilling to help and told me to contact the store I purchased them from.

Desired Settlement: Ashley needs to take responsibility for their product and to stop blaming their problems on the retail stores. They need to replace the furniture with better quality ones as their claims about Durablend being as durable as leather are completely false and unsubstantiated.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ashley Furniture Industries, Inc. is requesting that Mr. ***** provide the following information for further review.

 

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available (one of the entire unit and one or two close ups)

*your name

*your address

*daytime phone number

*Claim No: *****

He may send it to one of the below.

Our fax number is: ###-###-####.

 

E-mail address is: ***************************

 

 Our mailing address is:

 

Ashley Furniture Corporate Office

Attn: Consumer Affairs Department

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

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

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

Complaint: chair has been broke for months, no one from store returns calls if they ever answer contracted service company fails to show up and says it not their chair was un level since the day it was delivered, called store for guidance on what process needed to be followed to get repaired. The person answered someone would call me back...never happened Called back scheduled an appointment, took off work...no show, Called back and now a new service company called back and for the second appointment and said they could not do it and it was not their problem. I have tried to call the store back (today twice) and no one answers after 20-25 rings. This chair is warped, one of the springs has fallen out. piece of junk

Desired Settlement: the company needs to look into their customer service or lack of and vendors that they do business with. Come pick this piece up, bring one that works or refund

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ***** purchased furniture from an Ashley Furniture HomeStore in ************** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************* store, along with a request for them to investigate this matter further and contact Mr. ***** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ************* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

3/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Living Room was bought back in the first week of January. Feb 26th and still no furniture. Plus, delivery wasn't complete. The management from the store and from the warehouse aren't able to complete a single task. Customer Service is unacceptable and incompetent to resolve a task. Salesman tell you lies to get you to buy anything. They hide between warehouse or store to throw themselves the problem between them. They blame each other, and they aren't able to make a customer happy. I WILL never buy from Ashley Furniture EVER AGAIN! I paid in full price at the beginning for my living room set, and had to wait over 8 weeks to see it, plus order wasn't complete. Over numerous continuous complaints, NO ONE was able to help me or give me a solution to my wait, or my problem. Moreover, they kept promising to me about the delivery dates, and it was never fulfilled. POOR, POOR job @ the customer service part on the management team from this region. I can only hope their ******** ******* was aware of my situation and wasn't looking "the other way around" I feel sorry for them. You have lost a good customer.

Desired Settlement: Even with all the problems that I had, I could of really wanted the living room. They kept offering 100.00 gift cards to me on more than two occasions. They PROMISED that they would send it in the mail, I NEVER SAW THEM!!!! I didn't even get them. The supervisor that I spoke was speechless when I explained my situation. He's name was John, I believe. He didn't make the effort to make the situation right. He offered me AGAIN a $100.00 gift card, and after I told him that the very first gift card

Consumer Response: this is the information that you requested: Ashley Furniture **** ******** ****** *** ********* ** ***** ****** ***** ******** The Salesman named was *****, and *** ***** ******* that I remember was either a ******* ******** ********* around his 30's and/or a ********* **** **** ***** *** ***** shoulder length hair.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. **** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About year ago purchased table and chair/benches manufactured by Ashley serial # ************ through local store **** *********** **** **** **** ***** ** ************ ** *****. Table top which is part tile is sinking into wood, wood is starting to flake as well as finish from top. Back of benches and chairs are beginning to pop out a seams. This seams like too much for a dinning set of this age.

Desired Settlement: Exchange, replacement of equal if still not available.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ********* purchased furniture from an authorized Ashley dealer, **** ************ ** ************* **. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. It states in the Claim Procedure section of the warranty booklet Ms. ********* should have received with her furniture, “If a problem should arise which you feel is covered by our Limited Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer from whom you purchased your furniture.”

I took the liberty of forwarding the information provided by the BBB to the Ashley Marketing Specialist in the ************ area. The Marketing Specialist will assist store management with this claim and will instruct them to contact Ms. ********* to discuss her options.

 

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

3/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a Ashley ******* sectional RAF press back power chaise (ohs) 3 piece couch within 11months fabric pulled away to the point that it is no longer use able price was 1,550 dollars and paid 150 dollars for fabric protection we called the store ******* ********* ********* ******** ****** * ******** **** ********** *** ***** and got the run around 2 weeks later the store was closed we were told to contact Ashley furniture directly we have sent them numerous emails and placed several calls to them this has been on going since December 2014 and we still get no answers we complied with there request for serial numbers and product codes but still have a couch we can not use witch was very hard during the holidays

Desired Settlement: Would like couch repaired or replaced

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ******** purchased furniture from an authorized Ashley dealer, ******* ********** ** *********** **. Ashley dealers are independently owned and operated and are responsible for processing warranty claims at the retail level. Since Simmons Furniture is no longer an authorized Ashley dealer, we request that Ms. ******** provide the following information for further review:

 

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available (one of the entire unit and one or two close ups)

*your name

*your address

*daytime phone number

* Claim No *****

She may send it to one of the below:

Our fax number is: ###-###-####.

 

E-mail address is: ***************************

 

 Our mailing address is:

 

Ashley Furniture Corporate Office

Attn: Consumer Affairs Department

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

If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Ashley credit account has 2 unauthorized charges within a month, and my order delivery is still not complete. I've spent over $7,000 recently with Ashley Furniture. I put a sizeabale down payment and opened the Ashley account in Dec for the remainder. Since then, I have had 3 failed deliveries of my full order, 1/8, 1/1 and 1/24. To date, I have still not rececived my full order, the latest scheduled delivery, 2/17 was scheduled for 9:30am-12:30pm drop off. When I received the text confirmation a few days prior, they had the delivery scheduled to an address of mine from 10 years ago. I called customer service to tell them the address was incorrect. The CSR stated that they had rolled over to a new system and it had reverted to old addresses. She changed it in the system and sent a new text confirmation - that initially had the corrected address. The driver called today and said the delivery was set for the old address. I checked the text confirmation and it has reverted back to the old address again. The driver asked me to text the correct address to him, so I did at 11:44am, I called to follow up that he received the address and got no answer. He called back at 1:03pm and said he will now be here between 5pm and 9pm. So, again, I am waiting all day for a delivery, that is supposed to complete my order. Additionally, I have 2 unauthorized charges to my Ashley credit account which I have already disputed by email and fax. I told them to close the account since there is clearly fraudulent activity in their database. Transaction Date: 01/27/15 Invoice Number: N/A Post Date: 01/28/15 Transaction Amount: 386.09 Authorization Number: ****** Reference Number: *********************** Description: PURCHASE Merchant Category Group: N/A Merchant Category Description: N/A Your reference number is *******. Transaction Date: 02/03/15 Invoice Number: N/A Post Date: 02/03/15 Transaction Amount: 171.59 Authorization Number: ****** Reference Number: *********************** Description: PURCHASE Merchant Category Group: N/A Merchant Category Description: N/A Your reference number is *******. I have spent countless hours with customer service teams to try to resolve all of these issues, missed work days and I STILL do not have resolution for any of this. I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account. I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.

Desired Settlement: I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account. I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ********* HomeStore Customer Care department at ###-###-####.

 

Please consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

this answer does not resolve any issue. I have not been contacted by the store and keep getting a run around. As the corporate headquarters, all stores should be held to a certain standard. Corporate should work diligently to resolve any customer issue, especially when there has been fraudulent activity and horrible customer service and results. I want every issue addressed and I want the resolution outlined in my original post.  

**** ******

 

 

Business Response:

Hello,

We are very sorry to hear that Ms. ****** has chose not to accept our response to her BBB claim.

We received Ms. ******'s BBB claim on 02/19/15 and responded on 02/20/15 along with forwarding her concerns the the appropirate party for further review. We generally allow them 7-14 business days to review the claim.

If Ms. ****** has any further questions, we recommend that she contact the ********* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

3/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Non Delivery of Products as agreed. Company caught in a lie. On 02/14/15, I purchased multiple items of bedroom furniture from Ashley Furniture Homestore at *** ******** ***** ********* **. My sales order was ******** and my salesman was Mr. ******* ****** (***** *******). On 02/14/15, before purchasing the products, I was informed by Mr. ******* that ALL items of my order were in stock. I was also informed that my delivery would be on 02/18/14. On 02/17/14, I received a phone call from Ashley Furniture in ********** **, advising that "pieces of my bed were forgotten". Ashley Furniture requested to perform a partial delivery on 02/18/14. I advised Ashley Furniture that I didn't want the furniture delivered if it was not all complete. I asked when ALL the furniture would be in and they advised that it could ALL be delivered Friday, 02/20/15. Between 02/18/15 and 02/20/15, my wife and I cleared out our bedroom (removed dressers, removed bed, etc.) as requested by Ashley Furniture and also cleared a path through the home. Everything was prepared at my home for the delivery of the furniture as Ashley furniture requested. I had also requested and received that day off for the delivery. On 02/20/15 at approximately 0930 hrs, I received a call from Ashley furniture advising that the furniture truck would arrived for delivery in approximately two hours. On 02/20/15 at approximately 1030 hrs, I receive a call from Ashley furniture advising that the truck was enroute, BUT that it had all pieces except the bed. The lady advised that the bed was still being manufactured and they haven't received it yet. She said she noticed in my file that I wanted it ALL delivered at the same time and that the truck did not have the bed. I was so irate to hear this that I hung up the phone. I was upset cause (1) now I have to put a mattress on the floor for my wife and I to sleep on or put the old bed back together (2) they lied....not once, but twice. (3) I could have worked the day. (4) THE BED WILL NOT BE READY TILL THE 27TH OF FEBRUARY!!!!!!!!!! Continuing on 02/20/15, I called back to Ashley Furniture in Charlotte. I requested for a manager to call me so they could really understand what has occurred and how a customer has been treated. Well....still no phone call. So, customers come SECOND at Ashley Furniture. I must say that the lady on the phone said "I can give you a gift card to use on a future Ashley purchase". I DECLINED (no amount was told to me that I recall). Why would I spend another dime of not just my money, but ANYONE'S money, at Ashley furniture again? Lastly, I considered a purchase at Rooms To Go. Why did I not purchase there? Because they were out of stock...HMMMM, at least Rooms To Go told the truth.

Desired Settlement: Just Treat Customers RIGHT! Choose to do the Hard Right over the Easy Wrong.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ****** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product.

.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Columbia store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the Columbia HomeStore Customer Care department at ###-###-####.

 

Consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

3/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A dining room set I purchased from Ashley Furniture was delivered on 2/16/2015. The drivers were more than one hour late and failed to set-up the arrangement as the sales person said they would. I was not given an opportunity to exam the furniture, but was told to sign a receipt. I asked the deliveryman what I was signing and he said that I received the furniture. I asked if it meant that the furniture was in acceptable condition, and I was told no. It only meant it was delivered and I had 3 days to report any issues. Upon examination, I discovered that the front legs on all 4 chairs bowed in and there were scratches on one of the table beams. When I called the store the next day I was told that I had to email pictures of the defects to service and that someone would review the photos and decide if a technician would be sent out. I relayed what the driver said and was told I was misinformed. I emailed the photos as advised. Since I did not receive a response from the service department within 72 hours as I was told, I called and spoke with the store on 2/21. I was advised that the chairs would be replaced and a technician would have to come out for the table scratches. i was told someone would call me before 9pm on 2/21 with a delivery date. It is now 12:02am on 12/22 and I have not received an update on my delivery.6

Desired Settlement: I expect 4 new chairs as well as a new table.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product.

.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ********* HomeStore Customer Care department at ###-###-####.

 

Consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

3/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/18/15, I went to Ashley Furniture Store, **** ************ ***** ****** ** ***** and purchased a Dresser & Mirror priced at $799.98 and a Media Chest at $469.99. The delivery charge was $99.99 and the protection plan was $169.99. The total was $1,647.75. The sales associate was Lee. The estimated delivery was late Jan and the form states they give you a best estimate but it may take "several weeks".Approx. 2/4/15, the furniture was delivered after many calls. They did not give any notice prior to delivery despite their promise to give a 3-hr delivery window. They just showed up. When they did, the drivers were rude. They brought in the furniture and while installing the mirror on the dresser, I noticed he placed the wood and screws/assembly items on top of the dresser (which is wood). I brought him a towel and said he could use it so that he didn't scratch the surface. He responded by saying "I do this all the time, I don't need it." He threw the towel on my bed. After he finished, I inspected the furniture and it had a very visible scratch on the top near the mirror. I informed the delivery drivers immediately, before they left. He stated I needed to call my salesperson the next day and that they would put in a claim to come out and "repair" it. This sounded strange. However, I called the store and reported it that night. I spoke first to a "*******". She directed me to a Delivery company/section out of Mississippi. They stated that it was not policy to do what the drivers did and she would have * ******* call me. * *******, ******* ****** called me back. He stated he would have someone replace the furniture on Thursday, 2/11/15. He apologized. I told him to ensure that the same drivers did not come out. Thursday, 2/11/15 came and went, and nothing happened. Not only did they not call me, but I had to call them. When I did call Product_Or_Service: ASHLEY Dresser/Camdyn/Dark Brown Dresser Mirror Order_Number: ******** Account_Number: ***********

Desired Settlement: DesiredSettlementID: Replacement I would like my replacement furniture; Refund of the Delivery Amount that I have to pay ($99) and a discount on the total amount of my purchase. I would also like an apology for the problems that I've encountered. I have purchased Living Room and now bedroom furniture items in less than 1 year with them and I spend a lot of money with this store. This is not how customers should be treated.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from an Ashley Furniture HomeStore in ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ***** store, along with a request for them to investigate this matter further and contact Ms. ******* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ***** HomeStore Customer Care department at ###-###-####.

 

This claim should be consider closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

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

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

3/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased 2k worth of furniture on 1/26/15 and it was due to be delivered on 2/13/15. It didn't happen My husband and I purchased 2k worth of furniture on 1/26/15 and it was due to be delivered on 2/13/15 (because we were having a housewarming party on 2/14/15). After not receiving a call 2-3 days prior to delievery to let me know what time I called the store I purchased the furniture from (********* ** store), they transferred me to the Delivery department who told me my accoutn was on credit hold and delivery wouldn't be until 2/27/15. I then called the store back to find out one, why I wasn't notified of this hold prior to my scheduled delivery and two,what the hold up was? This call was taken by the "manager" whose name was ******. She told me she would check into it and call me back. This was around 10:30am and I received a call back from a girl named Ashley around 12pm who claimed that my account was on hold because we didn't sign the contract to which I told her I was looking at the signed contract. She told me she would look into it more and call me back. After I hung up with her I called the finance company who assured me that there was nothing wrong with our account on their end and they were just waiting for Ashley Furniture to send them the paperwork. I then called Ashley back and told her what the finance company said and she claimed she was waiting for the finance company to get back to her. Around 2:30pm from Ashley and she told me that she had contacted corporate to remove the hold and that my furniture would in fact be delivered on the 13th. I waited and hour and called the delievry department who told me there was still a hold and delivery wasn't scheduled for the 13th. I called the store back to which Ashley told me she was wasiting on corporate to get back to her and she would call me back. As of 7pm she hadn't returned my call so I called the store back and of course Ashley was gone for the day but I got the "manager" ****** again. I explained once again what was going on since she was the initial person I spoke to and she gave me some crap about how the furniture wasn't ever going to be delivered on the 13th because it wasn't supposed to be at the warehouse until 2/18/15. At this point I hung up with her and called the ******** ** store and asked them to look up the same exact furniture and tell me if I purchased it from them how soon could it be delivered, still attempting to have furniture for our housewarming party and ******* informed me that he could have it delivered to my house saturday morning. My husband and I then called ****** back and told her we wanted to cancel our order and that we were goign to get it from another Ashley Furniture. She spoke to her ***** ***** *** and somehow magically told us the credit hold had been removed and that the furniture would be delivered Saturday morning and they were going to refund the delivery charge. Saturday morning rolls around and I call the delivery dept to see when to expect them and she tells me delvery was cancelled due to credit hold. I then go up to the store to speak to the manager. I spoke to ****** ****** (***** *******) and ****** at sustomer services. After sittign there for almost an hour (pregnant with twins)****** tells me that what has happened is that Ashley originally enetered the info in incorrectly causing the credit hold and that she can fix it but because it's saturday and no one is in the credit department it wouldn't be complete and delivery wouldn't hapen prior to our housewarming party. Being pregnant and emotional I regrettably started crying out of anger and then told them to cancel our order. ******, was very helpful and even got me a tissue. Supposedly, the refunded my $325.70 deposit back to my credit card on saturday 2/14/15 but i have yet to see that refund. I called the store today to ask why and got ****** who said she emailed corporate but hadn't heard back.

Desired Settlement: I want my money back and ASAP!!! I have never had this problem in the past and have purchased all of my furniture from Ashley. Because of this you all have lost a long time customer.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

3/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Power recliner function of sofa stopped working while under warranty. Store is not honoring the warranty after it promised to honor it. I purchased a loveseat and a sofa from Ashley furniture store in ****** ***** ************* *******. The Power recliners function has stopped working within 6 months after buying these furnitures. I have called the store on several occasions to repair the furniture which is still under warranty. After more than half a dozen phone calls over the last 4 months, my furnitures are still not repaired. The customer service representatives give conflicting information. They even told me once that the parts were shipped to my home address, which is far from truth. When I called their office again today, a new person told me that the parts were ordered only 2 days ago.

Desired Settlement: Honor the manufacture warranty and repair the furnitures within next 7 days. If you cannot repair them in next 7 days, please refund the money in full.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The *****’s purchased furniture from an Ashley Furniture HomeStore in ************, **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************ store, along with a request for them to investigate this matter further and contact the ***** to discuss their options.

 If you have additional questions or concerns, please consider contacting the ************ HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

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

Additional Notes

Complaint: Dears : I have bought a 4000$ worth of furniture from Ashley Store located in ******* **** ****** ** ************ ******* . My purchases included a Dinning room , a Queen size bed , A dresser , and a living room tea table set . I have received a call from the distribution center stating that they received my order and it is ready for pick up . So I went to pick up my items which were in closed boxes from the distribution center . when i got back home i was assembling the dinning table to find out that the Legs were wrong legs and it can't fit the right way , and the bed head board had a big crack on the Back where the screws goes in . At that moment i called the customers service at Ashley store to tell them about the problem asking them how to solve the problem , the answer was that i should have checked the boxes at the distribution center, knowing no one told me to do so at the distribution center ,and that i should take the damaged items back to the distribution center so that they fix the brand new head board refusing to exchange it and they told me to wait till they find new Table legs .So at that point i asked them to change the damaged Head board again and they refused . Surely it was one of the worst Customer service conversation I have ever had ,since they made me feel that i was my mistake that i did not get the expensive delivery service that they offer. After that I went to the store to see one of the managers Trying to solve the problem and Luckily he was very nice and told me that my problem would be taking care of and they will order a new head board and new set of legs to be delivered to my place . and told the customer service representative to follow up with me till my problem is solved . Two days later I received a call from the customer service representative telling me that they were able to find me a new set of legs and that they are refusing to exchange the Head board again asking me to take it to the center to fix it. taking me back to the starting point and Changing what the Manager told me .giving me more hard time .

Desired Settlement: I want to have the damaged head board and table legs changed and delivered to my house

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Mr. **** purchased furniture from an Ashley Furniture HomeStore in ************* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Jacksonville store, along with a request for them to investigate this matter further and contact Mr. **** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the Jacksonville HomeStore Customer Care department at ###-###-####.

 

Please consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

2/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture on January 2, 2015 from an Ashley Furniture Store in ******* **. When purchased I was told that I would receive my furniture Feb. 6, 2015 by the clerk in the store, but it could be by the end of January, but written on receipt Feb. 15. I was fine with that. I called the store on Feb. 7 just to check on the status of delivery to make sure that the Feb. 15 was still the date or if it would or could be any sooner. Josh asked if he could call me back on Monday, Feb. 9 since the offices were closed, I had no problem with that. After he didn't call and I called him, he gave me a date of Feb. 17. Someone by the name of Linda called and informed me that Tues., Feb. 17 or Sat., Feb. 21. I chose Tues., the 17th. Thinking that we were all set, I had my old furniture removed in preparation for Tues. Feb. 17. Tues.. Monday, Feb. 15 I receive a call from a person by the name of ******** saying that due to weather coming in that I would need to choose Fri., Feb. 20 or Sat., Feb21. for delivery, I chose Fri., Feb. 20. I was told that I would receive a call on Thurs., Feb. 19 with a window of time for delivery, I said ok. Tues., Feb. 17 I get another call from ******** saying that I would need to reschedule. I asked why and was told that they do not deliver in my area on Fridays. I explained to her that we have a date of Fri., Feb. 20. She refused until finally admitting that she had set a wrong date for this area. I had to make arrangements for the 20th and frustrated, disappointed, and disgusted with the way this is handled. There is not consideration for customers making arrangements, and when I asked for a manager was refused. I then asked repeatedly for both a number to call and asked to speak to someone else again. This person talks over customers and refuses to put someone else on the line who may help in resolving this issue I then call the number finally given and spoke with someone named Jackie, who wasn't any help, stating that they were within their contract. My receipt has 6 weeks, Feb. 15.. I am a first time customer with this company who paid cash for items that seem to be causing more problems than necessary. This is not a way to gain new customers.The customer service is unacceptable, and I am disappointed with this service. This is not a company that I will ever do business with again. I am also disappointed, because this local store has employees who are interested in getting new customers and seem to work hard at it. Hoping that no one else has to experience this very poor customer service.

Desired Settlement: For the poor service, delivery charge of $150 be waived.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Easton store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the store Customer Care department at ###-###-####.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

2/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sofa at the day after thanksgiving sale. It was on backorder, but scheduled for delivery on 1/17/15. My other items, including a matching loveseat were delivered 12/20/14. I was happy to wait until 1/17 for the sofa, but when 1/16 came without any delivery notification, I called to inquire. I got different answers from different customer service personnel, but the end result was that Ashley neglected to set up my second delivery date (this was their mistake). I had to endure extremely poor customer service from numerous individuals. I had to have a saturday for delivery, so they told me they could not reschedule it until 2/7/15. An individual at the call center (a manager of some kind) stated that I could go to pick up the item if i wanted to (telling me it was in stock), but I am not able to do this. I finally agreed to wait until 2/7/15. On 2/4/15, I got a message confirming my delivery for 2/7/15, between 11am and 2pm. Shortly later that day, I got a call from a woman saying that my item could not be delivered because it was not in stock. I asked how it was possible that my item was not in stock now, when my item was there a few weeks ago. She could not answer this, but a range of possible reasons were suggested. I believe that Ashley decided to sell my item to someone else while I was waiting for my Saturday delivery. She refused to confirm this when asked. I was told that the item would be back in stock on 2/15/15, and that the next saturday, 2/21 would be reserved for me for delivery. While I was again upset, I was assured by everyone at the Ashley call center that nothing could be done. I accepted the delivery date, but elected to call the store to continue to try for resolution. The store spoke with my wife when she called, but the individual there never called her back after stating that she had to check on something about the order. I elected to call back on 2/7/15, and a store employee listened to the dilemma and then stated that she would follow up with a manager about the situation. I asked either that they refund me for both the couch and loveseat (the loveseat was previously delivered, but I do not want mismatching furniture--I was promised matching furniture), or get me my couch in a reasonable amount of time. I was told that the 2/21 delivery date that was previously provided to me was unlikely to work, because the item was on back order. Personnel were unable to give me a confirmed date. When i got the call back, I was told they could refund me for the undelivered item, but they would have to send a refund request to some other location in order to have the loveseat returned. I was clear that I have had a hard time actually getting call backs from this company, and I believed that the store manager should be able to help me. The employee was clear that nothing else could be done, something I had heard from a large number of Ashley employees by this point. The issue is still unresolved. I want the sofa, but they refuse to deliver it. If I cannot have the sofa, I do not want the matching loveseat (yet the store will not refund me and pick up the loveseat when asked). I feel trapped without furniture.

Desired Settlement: I want my sofa delivered soon, and I want a guaranteed Saturday delivery date. Due to the extreme frustration and the hours spent on this issue, along with the numerous mistakes made by Ashley furniture (including failing to follow through on multiple delivery dates that they provided to me), I believe I am entitled to compensation. Ashley has had all my money for months, while I am left without the agreed upon products. Alternatively, I want a refund in full for both the sofa and the loveseat, all applicable taxes, and 2/3 of the delivery charge (since I would only be able to keep one of the three promised items). This comes to a total of $1322.43. You can come pick up the loveseat on a saturday of your choice, and I will be happy to schedule that with you. If this option is chosen, I do not want a giftcard or store credit. I want the money back on the credit card.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ***** purchased furniture from an Ashley Furniture HomeStore in *** ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the St. Louis store, along with a request for them to investigate this matter further and contact Mr. ***** to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the *** ***** HomeStore Customer Care department at ###-###-#### or ###-###-####.

 

Please consider this claim closed on behalf of Ashley Furniture Industries, Inc. in ******** **.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

2/18/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a living room set for my mother and father on 9/12/2011. Since the delivery of the furniture, We have had to have the chair & sofa repaired several times. Till this day the repairs have not been done properly. The living room set is made very poorly and should not even be sold in their stores. I feel that this set, excluding the tables and lamps is completely defective and should be replaced or refunded. I purchased a 3 year warranty and have had to have the chair repaired 12 times. It is falling apart again, and they basically told my ** & ** year old Mother and Father that they are out of luck. I really think that they should do something about this, but when they called the customer service people were really rude.

Desired Settlement: I would like some kind of a refund, as I need to purchase a new living room set for my elderly parents, this should have not happened.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******’s parents purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Stuart store, along with a request for them to investigate this matter further and contact Mr. ****** to discuss his parents options.

 

 If the BBB or MR. ****** should have additional questions or concerns, please consider contacting the Stuart HomeStore Customer Care department at ###-###-####.

 

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

2/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Never received the product that was ordered We bought new furniture from Ashley furniture store in ********** ******** on Nov 29, 2014 and so far never received the sofas. We have called 50 times and every time we call someone says we will call back. Customer service is the worst thing. nobody is taking ownership and it has been 2 freaking months.

Desired Settlement: full refund with compensation

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the ***********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

The ***********’s purchased furniture from an Ashley Furniture HomeStore in *********** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********** store, along with a request for them to investigate this matter further and contact the ***********’s to discuss their concerns.

 

 If the ***********’s or the BBB have additional questions or concerns, please consider contacting the ********** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference* **tails of the offer I reviewed appear below.

Problem is with the store and going back to the store does not help with the purchase. We have called several times and every time the response is someone will get back in past two months. Worst customer service...in past couple of days people have started to hang up on our calls.

Regards,

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

 

 

Business Response:

Hello,

We are very sorry to hear Ms. *********** has chose not to accept my response to her BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their indivdual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look into her concerns further. Which is why we refer her to contact the ********** HomeStore Customer Care department at ###-###-#### for further assistance.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

2/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We filed a BBB complaint in November regarding warranty issues with our furniture, we received a call from corporate and he advised us to go into our local store which is located in ******* ** and exchange for a different set of furniture for the price we originally gave for the loveseat and the couch. We did this. When we went in Nov 19, 2014 and looked at several pieces and found a sectional that was below what we spent the first time, we were going to purchase a desk that was on clearance that would have made our total about $50.00 over the original price. We were told by the manager on duty that we could not select any pieces from clearance and that we had to spend the total amount that we were exchanging. We didn't understand this since it was our money that we were spending but when questioned he stated that clearance or floor models we could not get. I was a little frustrated at this cause it was ultimately our money we were spending. So after looking and looking we finally found another set. This set was almost $900 over what we originally paid. It was a sectional, Chair, and ottoman. We took photos of the couch and chair while there. We explained to the sales man that we needed it turned the other way since it would not allow for our door to open. All was done, we signed new paperwork and the furniture was set to be delivered on Dec. 26, 2014. One week prior to delivery we receive a call that our furniture was on back order and that it would January 13, 2015 before we finally got delivery. The manager stated that they would give us $100 gift card since we were having such a difficult time getting our furniture delivered. He stated that we would receive this in the mail. I still have not received the gift card and I even emailed the ****** location regarding the gift card, with no reply to my email. Then we finally get delivery January 13, 2015. At first the delivery drivers refused to bring in the furniture cause our yard was muddy, but my husband told them it was ok we knew the weather was bad. After hesitation they finally came in to remove the broken furniture and deliver the new. The chair was delivered without the pillow and I asked him where it was he stated call customer care. After they left we put the furniture together and it was the exact same way it was in the store. Even though we told our sales man that we needed it flipped the other way due to our front door. So we call customer care about the pillow and the furniture being wrong, the lady stated that she was going to put me on hold and call the store location to try and figure out what pillow was with it and to talk to our sales man regarding the furniture being wrong. After a few she came back and said that she was going to have our sales man call us the next day when he got in which was January 14. I waited until 4:30 for him to call me and never received a call. So I call and speak to a supervisor and explain to him everything once again, he states that he will look into it and give me a call back. I never received a call back. So my wife calls and talks to the cashier on Saturday Jan 17, she speaks to the cashier and explains everything once again. That we would like to just get our furniture and the pillow that supposed to go with the chair and be done with this entire situation. The cashier stated that she was looking into our account to see if it was active/closed. They had closed our ticket as if we had no issues at all. So when my wife asked her about me speaking to the supervisor she informed her that I spoke to the sales manager and not the manager. She then told my wife that she was going to explain everything to the manager and have him call me back. I received no phone call that day. Then on Sunday a ******* called and I explained everything to him again, he asked me to send him an email with a picture of the furniture and a pic of the furniture on the floor we took. I did this, he stated that either customer care would call me back Monday or he would. I never received a call after that.

Desired Settlement: I would like them to do what they say they are going to do. Where is my gift card for the 4 month wait on furniture? I want them to bring me the correct furniture and the pillow that is supposed to go with the chair. I want the ****** location staff to be held accountable, this type of customer service is horrendous. I hate that we have furniture that we cant really use because its not the correct one and we don't want to damage it. And why couldn't I purchase items on clearance that is absolutely absurd, I feel like that was a ploy to make me spend more money.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ****** store, along with a request for them to investigate this matter further and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns, please consider contact the ****** HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

2/7/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered furniture on 11/29/2014 and was supposed to get delivery in 4-6 weeks. It has been 8 weeks now and they are unable to deliver my dinning table. I am very frustrated by the professionalism this company has shown me. When I call to ask what is the problem and why is it taking this long, they just transfer me so other departments and I am placed on hold for 20-30 mins. No body seems to know why my order is messed up. They have not offered to compensate me or anything and I am stuck with 6 chairs in my living room without the table.

Desired Settlement: Deliver my dinning table ASAP and offer complimentary product. Another furniture store gave us free pair of side table lamps when they were not able to deliver furniture 3 years ago.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******** purchased furniture from an Ashley Furniture HomeStore in ************ **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Indianpolis store, along with a request for them to investigate this matter further and contact Mr. ******** to discuss his options.

 

 If you have additional questions or concerns, please consider contact the Indianpolis HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

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

Additional Notes

Complaint: I purchased furniture from Ashley Furniture and was told that it ALL would be delivered on Jan. 6, 2014 which the bed was not. The bed was delivered on Jan. 13 and the bedroom furniture does not fit in the bedroom. I called Ashley furniture on Jan. 14 and spoke to *** stating that I wanted to return the bedroom furniture. She said that she would have to take my name and number and have a Manager call me back. *** called me back 5 minutes later and said that she sent the information to Customer Service and they would be contacting me. On Jan. 15 I still had not heard anything and remembered my sales person telling me that I only had 3 days to return it if I didn't like it so I called Customer Service myself which was a nightmare...I was on hold forever and finally got a lady who had no idea what she was doing. After explaining to her 3 times that I need to return the furniture she told me that all sales are final and they could not help me. I hung up and called the store in ************* ** again and got *** again. I explained it to her and she said that she would take my name and number and have a manager call me. So Gerry called me back and I went through the whole story again. She said there was a 10% restocking fee charge and kept asking me to come in and try to pick out different furniture that fit. I told her no, that I was sick of dealing with this and just wanted to be done with it. Then she proceed to tell me that she would have to check to make sure they could take the dresser since it was delivered in Jan. 6 and I told her that if all the furniture would have been delivered when promised I would have called then but until I got all the pieces I didn't know it was not going to fit. She said she understood but still had to call to make sure the dresser was OK. She called me back and said they could not return any of it but could give me a store credit. I told her that I don't want a store credit, I just want my money back!! Why all of a sudden they can't refund any of it.

Desired Settlement: I want Ashley Furniture to come take the furniture and refund money. I don't want store credit because I never want to deal with these people ever again. The whole thing has been a mess and I have wasted a ton of time on it.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *****’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ***** purchased furniture from an Ashley Furniture HomeStore in ************* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************ store, along with a request for them to investigate this matter further and contact Ms. ***** to discuss her options.

 

 If the BBB or Ms. ***** should have additional questions or concerns, please consider contacting the ************ HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

Hello,

We are very sorry to Ms. ***** has chose not to accept my response to her BBB claim.

Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their individual sales records nor are our computers linked together. Therefore, Ashley Furniture Industries, Inc. is unable to look in to concerns further. Which is why we refer her to contact the ************ HomeStore Customer Care department at ###-###-#### or ###-###-#### for further assistance.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Well maybe you should pick up the phone and call the store to figure out what is going on.  I have already called the customer care line and they were no help.  Why don't you call the customer care line to find out why no one is helping me. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

 

2/2/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
2/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had endless issues with this retailer. My problem(s) began when I received my furniture in January of 2014 and a dresser (Cottage Retreat) was delivered damaged. I was told that I had 3 days to exchange or return any piece of furniture that was not to my satisfaction. The same day I called Ashley Furniture whom demanded that I have a technician come and service the furniture which took and additional month and a half to complete. The urgency of my complaint involves my 5 year warranty, which indicates that it covers stains, punctures, rips and burns, liquid marks, gouges, dents, scratches, damage by nail polish remover, cracking or bubbling, peeling of finish caused by a specific incident. During the course of the year that i have had this furniture I noticed small knits in the leather finish in the base of my sofa and swivel chair and also the flatting of the pillows and cushions. Surely, in my mind this furniture isn't even going to hold up to the 5 years but at least I have the warranty which advertises specific damages in addition to a "replacement promise." It wasn't until the swivel chair needed repair that I was told by customer service my warranty didn't cover scratches nor anything else indicated in the information given to me by my sales associate. I was only able to get the chair serviced by a technician because I was still under my manufacture warranty which expires 1/23/2015. I find this information very disappointing and misleading as this warranty cost an additional 399.99, which could have gone to another piece of furniture due to Ashley Furniture failing to deliver their promise.

Desired Settlement: I believe satisfaction of this complaint would require a refund of the warranty as it would remain unused due to the false covered damages specified above.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ********* purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All

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

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options.

 

 If you have additional questions or concerns, please contact the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is completely unacceptable and further displays Ashley Furniture's lack of responsibility in this matter(s). I am constantly bounced from the direct store I did business with to a customer service number. Whom, I called and failed to fix my chair this week because the technician decided not to show up but that is not the responsibility of the store I did business with. It is a constant bounce around and the whole experience has been endless disappointments. As a business regardless who is operated dependently or independently a resolution needs to happen promptly!

Regards,

****** *********

 

 

Business Response:

Hello,

We are very sorry to hear Ms. ********* has chose to not accept our response to her BBB claim.

Her concerns were sent to the independently owned and operated HomeStore in ******** **. The HomeStore will review her concerns and have someone contact her.

If the BBB or Ms. ********* has any further questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Please consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received the following response to a prior complaint I sent to the BBB " Hello, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Ms. ********* purchased furniture from an Ashley Furniture HomeStore in city, state. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question. I took the liberty of forwarding the information provided by the BBB to the corporate office for the ********* store, along with a request for them to investigate this matter further and contact Ms. ********* to discuss her options. If you have additional questions or concerns, please consider contacting the ********* HomeStore Customer Care department at ###-###-####. Sincerely, ***** ****** ****** ********* *********** **** ******** ******* **************

Desired Settlement: I look every company up before I make a purchase. Ashley Furniture has an A rating. Perhaps it is because they say problems are the responsibility of the store where the purchase was made. This is incredibly misleading, and needs to be looked into. I have heard NOTHING from the store where my purchase was made. The fact that the store did not respond to the corporate offices request to contact me is telling. I want my problem resolved. I don't want to be passed around. Perhaps the home office needs to talk to the ********** ** store, instead of nicely asking them to contact me. It is evident that they are not going to do so.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. Since the stores are all independently owned and operated, they develop and implement their own policies and procedures. However, per the manufacturer's Claim Procedure all warranties are through the retailer.

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

Ms. *********'s concerns have been forwarded to the appropriate parties at the ********* HomeStore Customer Care department. It has been recommended that they contact Ms. ********* to further discuss her concerns. If she has any questions, we suggest that she contact them at ###-###-####.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Problems with quality of leather furniture. Contacted manufacture 6 weeks ago. Was referred to store ******* in ********** **). Emailed pictures of the problems to *******. No response. We purchased a set of two leather couches and a leather chair a few years ago and paid a lot of money. They are used maybe twice a week. We have no pets or any children at home. The leather on the head rest area of the chair is disintegrating for no reason. It is cracking and coming apart from the fabric backing. I called the manufacturer, Ashley Furniture over 6 weeks ago. They told me that ******* would call me. **** ****** called on 11/18 and asked for pictures which were emailed on 11/19. I have not heard back and my calls are not being returned. I called Ashley again. They have no interest in resolving this issue. They keep telling me that somone from the store would be contacting me "soon". I would like either my entire money back or the entire set be replaced with another set be replaced.

Desired Settlement: Leather furniture should last for a long time. Obviously, the quality of the leather is inferior or defective. I believe that it is only matter of time before the leather on the rest of the furniture disintegrates Complete refund for the set or replacement with another set.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. **********’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 

Please mail, e-mail or fax us the following information for review:

 

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available (one of the entire unit and one or two close ups)

*your name

*your address

*daytime phone number

 

Our fax number is: ###-###-####.

 

E-mail address is: ***************************

 

 Our mailing address is:

 

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

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Business Response:

Hello,

We are very sorry Mr. ********** and Ashley Furniture Industries, Inc. had difficulties with receiving his information. I have contacted the Wisconsin BBB and they were kind enough to provide the attachments. The information will be reviewed and someone will be in contact with Mr. ********** with a status update.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hi Ms. ******.  I just sent you an email with a copy of the original receipt.  This was previously sent to you.  

Also, I had previously forwarded you the serial number as seen in the copy of previous email.  

This is getting very frustrating.  I have been in contact with the BBB and Ashley Furniture since early December and have sent many emails (that you claimed you did not receive) about this matter.

I have sent pictures, receipts, Ser No, etc more than one time.  Please send someone to my house to look at the furniture.  I have a chair and 2 full size couches.  the chair is the piece that I have been having problems with.  I would like it replaced in kind or re upholstered as soon as possible.  thank you.

Regards,

*** **********s   

 

 

1/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bed for Christmas from Ashley 's store in ***********. The did not inform they don't deliver to the home, but they have a third party. The driver hit my mother's car before bring delivering the future, without informing me. I found that he told the police that he hit the car before he every came in side Jan 13, 2015 after going to City Hall and asking for a report. He told me that he hit it when he was leaving the day of the accident, December 10, 2014.On top of that the mattress that was delivered had ans has a stand on it.

Desired Settlement: I would like to have option of keeping the bed, store credit for Ashley Furniture HomeStore, and a settlement with the car for my mother. No one is taking responsible for everyone is pointing fingers. We are over 40 days in without a car.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ****** purchased furniture from an Ashley Furniture HomeStore in ************ **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All warranty decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the *********** store, along with a request for them to investigate this matter further and contact Ms. ****** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the *********** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

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 unsatisfactory to me due to no one contacting me.  I am very disappointed, that a dream purchase, for my family is turning into a nightmare.  Please have some one contact me as soon as possible.

Regards,

 

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

 

 

 

1/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 13 piece dinning room set on 11/28. On the 1st delivery I was set a used dinning room set including a table missing 2 legs. I have since received 4 other delvers and the product quality is all the same, poor and unacceptable. They continue to send used or poor finished furniture with major stain color variances and scratches on it. I am also receiving horrible customer service from Ashley's customer service phone number. I physically went to the St. Louis call center to speak with the customer service manager due to no calls back from the site. I understand that call center is now closed and have been dealing with the Memphis site. I have called into that toll free number 17 times now and also visited the stored I purchased the furniture from and my problem has not been resolved. I am tired of receiving damaged merchandise from Ashley and requested my 13 pieces of furniture be picked up and I receive a full refund. Return has not entered yet on Ashley's side and am being told no refunds, only store credit. I gave Ashley 4 chances to deliver quality furniture and they have failed. The product you see at the showrooms is not the quality you are sent; I consider this fraud. I will never return to one of Ashley's stores therefore a store credit will not be acceptable. I have asked to speak with someone higher than a customer service supervisor from Ashley's call center and have never been connected to anyone or received a call back from management. This is unacceptable.

Desired Settlement: I am requesting all 13 pieces be picked up with the next 5 days and I receive a refund in the amount of $3,125.07. That includes a refund of $257 for a table pad I purchased for this set which I will not be able to use. When they pick up this furniture they can have the pad as well.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ****’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. **** purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Mr. **** to discuss his options.

 

 If you have additional questions or concerns, please consider contact the ******** HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I continue to receive the run a round from ******** HomeStore Customer Care department at ###-###-#### and that was why I placed the complaint against the corporate address.  I called the ******** Homestore customer care department last night and was told the return order for my 13 pieces of furniture had not been placed yet and he (*******) stated that returns need to go through Canada and he could not help me; which made no sense at all.  I asked to speak with a supervisor and none were available again.

I will be placing a new complaint against the ******** store directly to see if I get anywhere with that.  I am not trusting ***** forwarding my complaint over to them.  I need someone at Ashley to take responsibility for this, enter in my return order for 13 pieces of furniture and refund $3125.07 back to my credit card.  Once this is done, I will stop calling their customer care department and never return to one of there stores.  If it takes me calling everyday to get this resolved, I will go that route.

 

Regards,

**** ****

 

 

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased merchandise on July 04, 2014 and returned this merchandise a few days later. I have yet to rec. my $275.42 in credits. Purchased merchadise (themperpedic pillows)07/04/14 returned within a few days. I was told it would take 1 to 2 billing cycles to see credits. Was told credit was submitted 09/23/14 by ***/ *** with Ashley. I submitted a dispute in writting 11/18/14. Both Ashley & CC company pointing fingers I just want what's owed to me.

Desired Settlement: I'm seeking a full credit for the merchandise since sed items ahve been returned and they have verified it had been returned. I even have this call recorded which confirms the items were returned.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******** purchased furniture from an Ashley Furniture HomeStore in ******** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******* store, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******* HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

1/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Purchased a full size bed for my Daughter on 11/25/2014 and paid cash. I was then told it had to be delivered and then pay a delivery fee because it was at an warehouse in Charlotte. suffered from stress anseveral magrinesrson told me some one would contact me in two to three business days. A week went by no one called, so I called and was told something different. That made bed was ordered and some parts was at the warehouse but not all. The agent then said some one would call me in a few days with a delivery date when it's three days away. SO IT NOW GOING ON TWO IN A HALF WEEKS. Finally a time is scheduled three weeks later . The delivery team shows up with the bed .The head board is damaged and they didn't'have the correct footboard to complete the setup. So once again this added more stress and it really upset me because of wasted time from work schedule.and my child didnt have a bed. ANOTHER 4 DAYS GO BY and they they come back with more damage merchandise ..now the footboard and headboard is damaged.and the guys insults my son he didn't damage the property and please don't jump on him. When he tries to contact me , the gentleman hurried and left but call back later to get his tools. I Expressed several times my dissatisfaction and told them to refund my money or compensation for this prooblem. I Spoke with several agents over the course of weeks. I was told they would order me another footboard and headboard that it would now be another two more weeks. So we NJ own over a month no bed for my little girl Christmas. I Had many promises of call backs and promises to make things right. I Had one supervisor ********* to say she didn't have time to speak with me she would call me in a few days and never did. I've spoken too a ******* ******, ****** and ***** many who made huge promises. On December 27 Then finally they came to complete the Delivery, I was told by ****** a supervisor that she would make sure I was well than compensated for my troubles and dissatisfaction and she never called back. I called back and I had to go back through the entire situation again and they would never let me speak with a supervisor or manager. At the point Im speaking with ***** who tells me they will call me back to dsicuss further settlement compensation options and I still havent recieved anyting to this day. I've suffered from stress and magrines over trying to find a resolution. . Please see if you can help me.I also have pictures showing damaged furniture and how they left things in my home after being ask to just remove it and take it with them. THANKS

Desired Settlement: I Feel that I'm entitled to a full refund , however I will accept at least 50 percent for all the time effort and headaches I've endured. MY CHILD without a bed for over a month. Ashley need to be held accountable . The didn't hold to their end of the contract.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******* purchased furniture from an Ashley Furniture HomeStore in ********* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ******** store, along with a request for them to investigate this matter further and contact Ms. ******* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ******** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

I Spoke to ****** ******* two weeks ago at. PH ********** *** **** ******* ** ******** ******* ********** who promised me that he would take care of the situation and contact me back in two days and it now been two weeks. Ashley Furniture is not following up on the promises or the responses their telling you. AT THIS POINT I'm not sure where to go No One Calls you back ...

Regards,

**** *******

 

 

Business Response:

Hello,

I am very sorry to hear Ms. ******* has chose to not accept our response to her BBB claim. Since each of the stores are independently owned and operated, Ashley Furniture Industries, Inc. in Arcadia, WI does not have access to each of their sales orders or claims.

It is highly recommended that Ms. ******* contact the ******** HomeStore Customer Care department at ###-###-#### to further discuss her concerns.

Please consider this claim closed on behalf of Ashley Furniture Industries, Inc.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

1/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11.16.14 we purchased a bed, box springs, and mattress from Ashley in **** ****. When delivered the box springs were wrong. The box springs should never had been sold to us, due to the type of the bed. It needed a bunky board or very slim box springs. I was told I could not get it before Thanksgiving even though this was their mistake. After dealing with a very rude ****** ******* who seemed to take everything personal we finally dealt with ***, the ***** *******. *** was very helpful, still didn't get the bed corrected until the day after Thanksgiving (which was better than the time quoted by the unhelpful and unsympathetic ****** *******). I was told I would get a credit for the difference between the two boxsprings. I was also told I would get a credit of $300 for all the trouble. It is now Jan 8, 2014 and I still don't have the credits. I called the store today, was given the same ****** ******* and told that I would not get both credits but only $300. The difference in box springs is around $54. Naturally, I expected both, she in her usual rude manner simply said no. I will also have to go in to get my credit because evidently they are the only retail organization in the Country that is unable to type in the credit card number for a credit. This was not told to me until today either. They want to verify my ID - ha! They know it's me because this girl could remember every conversation she had with me and my husband. I can give her a card with the same last 4 digits, but no not enough - we must go in, in-person with said credit card and said ID - and I had to call in over a month later to find this out. Poor client service on all accounts and poor communication. (Also, the day we purchased the bed it took 3 hours just to get the sale processed - ridiculous.)

Desired Settlement: I would like the total promised credit of the difference between my box spring and bunky board. PLUS the $300 that I was told I would receive. I would love to not have to go into the store to get it due to how rude the ****** ******* is.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Ms. ******** purchased furniture from an Ashley Furniture HomeStore in **** **** ***** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All

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

I took the liberty of forwarding the information provided by the BBB to the corporate office for the Salt Lake City store, along with a request for them to investigate this matter further and contact Ms. ******** to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the **** **** **** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

1/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Had to file a claim with credit card to get my refund. Bought from Ashley Furniture ************ ** on Nov30. I was told delivery would be on Dec9. When it didn't show up I called and they said they were waiting on an item and it would be Dec15. Again, when it didn't show up I had to call. They said it would be after Dec26. I told them to refund my money and they said it should be credited to my card in three business days. Two weeks and several phone calls later I had to file a claim with my credit card co. to dispute the charge. Also, when your waiting on delivery and no one calls, one gives up plans on doing anything. Would have been nice to get a call from Ashley so one wouldn't wait on a delivery that wasn't going to happen!

Desired Settlement: Full refund

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******* purchased furniture from an Ashley Furniture HomeStore in ************* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************ store, along with a request for them to investigate this matter further and contact Mr. ******* to discuss his options.

 

 If you have additional questions or concerns, please consider contacting the ************ HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Business Response:

Hello,

I am very sorry to hear that Mr. ******* has chose to not accept my response to her claim. Since the store in ************ is independently owned and operated, we do not have access to their individual sales records. We highly recommend that he contact the ************ HomeStore Customer Care department at ###-###-#### or ###-###-####.

Please close this claim on behalf of Ashley Furniture Industries, Inc. in ******** **.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10363679, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have talked to the ************ store several times. They say corporate handles the refunds.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

1/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a sofa, love seat, and end table on 11/28/2014. We were initially told that the estimated time of arrival for our purchase was going to be the week of 12/20/2014. Realizing that we would be leaving that week for Christmas, we called into check on the status of our purchase. We were told that our items were not in yet and after some discussion with the gentleman in customer service, we resolved that our entire order was to be delivered on the 12/29/2014. We received two phone calls the weekend before Monday the twenty ninth confirming our delivery and the time. 20 minutes before our delivery was supposed to come, and after I had already taken time off work to be home, we were called saying that none of our items were in. After a several calls back where only the love seat and table were in and then being told only the table was in, the delivery truck showed up and dropped off the love seat and table but no couch. Another phone call lead to us being informed that the couch was still on back order (after being told everything was to be delivered), we settled on being told that the sofa would be delivered on the 1/10/2015. To this point, 41 days from the date of purchase. Being only a few days away from the date of supposed delivery, I called in on 1/8/15 to check on the status of our sofa only to be told that the estimated delivery date was now the 2/11/2015. This will put us well over sixty days out from our purchase. We spent quite a bit of our hard earned money to have an empty living room and still no honest sign of when our sofa will be brought in. We want our sofa or our money back. This is highly unprofessional and unacceptable. No one there knows what the others are saying to their customers and everything seems to be a lie.

Desired Settlement: We want to have our sofa delivered ASAP or our money back. This is unacceptable and we will never buy anything else from Ashley Furniture. This has been the worst experience ever.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. *********’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

Mr. ********* purchased furniture from an Ashley Furniture HomeStore in ************** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ************* store, along with a request for them to investigate this matter further and contact ** ********* to discuss her options.

 

 If you have additional questions or concerns, please consider contacting the ************* HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

1/21/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: BACK IN NOV. 2014 I PURCHASED A BEDROOM SET FROM ASHLEY'S FURNITURE STORE IN BALLWIN, MO. WE MADE ARRANGEMENTS TO HAVE THE SET DELIVERED TO MY HOUSE. WHEN THEY DELIVERED THE PRODUCT, THEY FAILED TO COMPLETE THE PROCESS OF PUTTING MY BED TOGETHER. THEY HAD THE WRONG FOOT BOARD FOR MY BED AND TOLD ME THEY WOULD HAVE TO GET THE RIGHT ONE BEFORE THEY CAN GO FORWARD. I HAD TO CALL, NOT THEM CALLING ME BACK ABOUT THIS FAILURE TO DELIVER AND SETUP ALL OF THE PRODUCT AS AGREED. MADE ARRANGEMENTS AGAIN TO HAVE THEM COME BACK OUT TO MY HOUSE TO FINISH THE JOB RIGHT AS THEY SHOULD OF DONE THE FIRST TIME, ONLY TO HAVE THE SAME THING HAPPEN ONCE AGAIN. DID NOT HAVE THE PROPER FOOT BOARD, SO THEY COULD NOT FINISH THE JOB. IT HAS BEEN OVER A MONTH AND I AM STILL SLEEPING ON MY MATTRESS ON THE BEDROOM FLOOR. THEY DELIVERY TEAM TOLD ME THAT SOMEONE WOULD CONTACT ME A.S.A.P. ABOUT GETTING THIS TAKING CARE OF.... WELL TO THIS POINT STILL NO CONTACT....

Desired Settlement: PLEASE, COME PUT MY BED TOGETHER A.S.A.P. AND COMMUNICATE WITH ME ABOUT THE PROCESS DUE TO THE LACK OF DELIVERY OF THE PRODUCT.

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. ********’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. ******** purchased furniture from an Ashley Furniture HomeStore in *** ****** **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the *** ***** store, along with a request for them to investigate this matter further and contact Mr. ******** to discuss his options.

 

If Mr. ******** or the BBB have additional questions or concerns, please consider contacting the *** ***** HomeStore Customer Care department at ###-###-#### or ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

Consumer Affairs Representative

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Wes ********


I was able to resolve my issue regarding this matter outside the confines... however my objection to how this business transaction took place and was completed, remains very much dissatisfied. However, I have my furniture now is all in place which is what I payed for to begin with, so now it is there issue on how they rectify and complete there business going forward. I still will not consider them for any future needs. Thanks again for all of your help!

Sincerely,


*** ********

Call/Text: ###-###-####

 

 

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

Additional Notes

Complaint: The wrong sofas were delivered and Ashley Furn. told us that was what we bought according to the skew #s. They now are keeping 30% for restocking fee. My family and I purchased 2 sofas from Ashley on 11.22.14. We put $500 down and financed the rest. We waited over 3 weeks for them to be delivered and when they arrived, they were leather sofas. These were not the sofas we had ordered so we called the store immediately and sent them back. Both the sales associate, *******, and *** *******, *****, were extremely rude and told us that since we signed the invoice with the skew numbers those were the couches. As customers, we expected the sales associate to know the correct skew number. We did not know the name of the couches or their skew number, as that is not our job. Rather than apologizing, they continued to be unprofessional and then told us they were keeping $370 for the 30% restocking fee. This is outrageous considering we did not make the mistake. We then emailed the owner, who never responded. As customers we trust that when we are sitting on the couches and the sales associate tells us she will ring them up that we will be signing on the correct couches. We did not know we had to know the skew number. I asked if knowing the skew was expected and ***** sad no. However, we are now our nearly $400 for a mistake we did not make. When I told ***** we would be filing a compliant with BBB, he responded by telling me to "Go ahead because they always side with us". I do hope this is taking seriously. I have never had to file a complaint against a company before and hope that this is addressed. I look forward to hearing from you. Thank you for you time and consideration.

Desired Settlement: We want our $370 back from the cash deposit that Ashley Furniture is keeping for a 30% restocking fee. This was clearly a mistake on their end and this needs to be resolved. We do not have nearly $400 to throw out the window, particularly since we still need to purchase new sofas since we had our old one hauled away under the impression that the correct sofas were going to be delivered. I can tell you that we will never shop at Ashley Furniture and I have shared this story with all my friends

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. & Mrs. *******’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Mr. & Mrs. ******* purchased furniture from an Ashley Furniture HomeStore in ******* **. Ashley Furniture HomeStores and authorized dealers are independently owned and operated. All decisions are made by the store that sold the product in question.

I took the liberty of forwarding the information provided by the BBB to the corporate office for the ****** store, along with a request for them to investigate this matter further and contact Mr. & Mrs. ******* to discuss their options.

 

 If you have additional questions or concerns, please consider contacting the ****** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Ashley Furniture Industries, Inc.

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

Business Response:

Hello,

We are very sorry to hear that the *******'s have chose to not accept our response to her claim.  They purchased from the independently owned and operated HomeStore in ******* **.

I have sent their BBB claim to the ****** HomeStore Customer Care department for review. They responded by explaining the following: "When the Guest ordered the furniture, we went over the order at the sales desk and she signed off stating that is the correct furniture.  Only when received at delivery did she mention it was incorrect.  She visited the store and could not point out the correct set. We did offer to reselect with no restocking fee but she declined.  I have spoken with our owner and because we have the cost of delivery and return, we will not be refunding the restocking fee.  I have called the Guest and explained this.We did offer to reselect with no restocking fee but she declined.  I have spoken with our owner and because we have the cost of delivery and return, we will not be refunding the restocking fee.  I have called the Guest and explained this."

If the *******'s have any further questions or concerns, we highly recommend they contact the ****** HomeStore Customer Care department at ###-###-####.

Sincerely,

***** ******

Consumer Affairs Representative

Ashley Furniture Industries, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We paid $500 cash and financed the remaining balance of the sofas.   Ashley reviewed that we were buying a couch and a loveseat.  Again, as customers, we trusted they had the correct skew.  We did not know the skew or the name of the couches, as that is not our responsibility.  We were sitting on the couches we choose and the sales associate, *******, told us she would take care of it and ring it up.  We did not keep the wrong couches for any length of time.  As soon as the wrong couches were delivered, we told them to bring them back.  We never even looked at leather couches, which was what they delivered.  When I called the store, they never said, we apologize there must be a mistake.  They instead told us we signed for them and that was the end of it.  We did sign assuming again that the store was honest and would provide the correct skew number.  We did show *****, *** *******, the correct couches that we had ordered and his response was “Well the ones that were delivered are on the other side of the store so that cannot be right”.  Again, we should not be responsible for their error.  They never offered to correct the situation and rather left a message telling us they cancelled financing and that they were keeping the 30% restocking fee.

This is outrageous and I am appalled that this is continuing. ***** had told us that the BBB “always sides with them” and clearly this is an ongoing issue with Ashley.  Again, we do hope that Ashley makes this right and returns our nearly $400.  

 

Regards,

**** And **** *******

 

 

1/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is not an issue with a salesperson. We purchased a loveseat covered with Durablend fabric....dura means tough, hard and long lasting. When in fact the fabric is weak and for short-term use. The fabric started peeling within the first two years after purchase and has become increasingly rubbed off and peeled off this past year or more. It looks horrible on both sides of the couch and the armrest. The date on the label is 2010. Durablend is horrible and is NOT tough or long lasting and we spent $750 for the loveseat. Your website states fabric has 1 year warranty. We are getting tired of the loveseat pieces sticking to our clothes, so I thought I'd call and see what kind of customer service I could get so we could get a new one. The rep told me Durablend has a 4 year warranty and I told her we did purchase it in 2010 so that meant we passed our 4 year mark. I asked her to go ahead and file the claim and she told me to email pictures to her, which I did. I just found out they denied my claim because it's 6 months past the warranty period. It's great they offered a much longer warranty than what's on the website but I didn't even know about the 4 year warranty - it is not mentioned anywhere on Ashley or Ashley Home's websites. It clearly states fabric has a 1 year warranty. Their website is misleading about the warranty. Using "dura" as the prefix is misleading as they misrepresent this as a durable product and it is NOT. There are several complaints just like mine on the internet. I would not be complaining if the loveseat cost only $300. A $750 loveseat should not need to be replaced within 2-4 years with no animals and normal use in a media room. It would cost several hundred to recover it so that's not a good option for a 4 year old frame. Durablend is a weak, short-term product that's for sure!

Desired Settlement: I am willing to give the store a second chance with an upholstered product, other than Durablend. I would appreciate store credit in the amount of $500. Your customer care team has my claim info and pictures. Thank you.

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

Business Response:

Hello,

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. ******’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.

 Please mail, e-mail or fax us the following information for review:

 

*a complete legible copy of your original receipt

*the model number of the item(s) in question

*the serial number off each item

*a detailed description of the problem(s)

*photos if available (one of the entire unit and one or two close ups)

*your name

*your address

*daytime phone number

 

Our fax number is: ###-###-####.

 

E-mail address is: ***************************

 

 Our mailing address is:

 

Ashley Furniture Corporate Office

Attn: Consumer Affairs Department

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

                                      

 

 

 

 If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. ******.