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Wisconsin

BBB Accredited Business since

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Description

This company offers complete home furnishings and accessories. In-home delivery services can be provided.

BBB Accreditation

A BBB Accredited Business since

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

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

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Ashley Furniture HomeStore include:

  • 363 complaints filed against business

Factors that raised the rating for Ashley Furniture HomeStore include:

  • Length of time business has been operating.
  • Response to 363 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

363 complaints closed with BBB in last 3 years | 126 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 6
Delivery Issues 40
Guarantee/Warranty Issues 14
Problems with Product/Service 286
Total Closed Complaints 363

Customer Reviews Summary Read customer reviews

25 Customer Reviews on Ashley Furniture HomeStore
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 23
Total Customer Reviews 25

Additional Information

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BBB file opened: August 06, 2003 Business started: 07/26/2003 in WI Business started locally: 07/26/2003 Business incorporated: 06/08/2001 in WI
Type of Entity

Limited Liability Company (LLC)

Business Management
Homestore Customer Care, Ashley Furniture Mr. Art Balducci, Regional Manager - Wisconsin Mr. Dan Castaneda, Regional Manager - Indiana & Illinois Ms. Jessie De La Pena , Regional Manager - California Mr. Gary Donovan, Regional Manager - California Mr. Al Ghadban, Regional Manager - California Mr. Bryant Gills , Operations Manger - Florida Ms. Sally Halverson , Regional Manager - Arcadia & Eau Claire Ms. Lesia Kelly , Operations Manager - Georgia Mr. Greg King , Regional Manager - Florida Mr. Steven King , Regional Manager - Florida Mr. Curtis Lewis , Regional Manager - California Mr. Steve Neudorff, Regional Manager - California Ms. Kathy Noga , Regional Manager - Illinois Ms. Veronica Ornelas, Operations Manger - California Mr. Ira Peters, Operations Manager - Wisconsin, Illinois & Indiana Mr. Greg Roy , Regional Manager - Georgia Ms. Malissa Souza, Operations Manager - Florida
Contact Information
Principal: Homestore Customer Care, Ashley Furniture
Business Category

Furniture - Retail Furniture Stores (NAICS: 442110)

Products & Services

Ashley Furniture HomeStore offers the following product(s): This company provides home furnishings & accessories including Simmons bedding, financing & delivery services.

Alternate Business Names
Ashley Furniture Ashley Furniture Store FPP Furn Pro Plan Rockledge Furniture, LLC

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (414) 304-1329 (Fax)
  • (813) 621-9550 (Fax)
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Complaint Detail(s)

12/14/2014 Problems with Product/Service
12/12/2014 Guarantee/Warranty Issues
12/1/2014 Problems with Product/Service
11/30/2014 Problems with Product/Service
11/29/2014 Problems with Product/Service
11/29/2014 Problems with Product/Service
11/28/2014 Problems with Product/Service
11/25/2014 Billing/Collection Issues
11/24/2014 Problems with Product/Service
11/18/2014 Advertising/Sales Issues
11/14/2014 Guarantee/Warranty Issues
11/14/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service
11/10/2014 Problems with Product/Service
11/3/2014 Advertising/Sales Issues
10/28/2014 Problems with Product/Service
10/26/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/16/2014 Problems with Product/Service
10/7/2014 Advertising/Sales Issues
10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Originally, the primary nature of my complaint was going to revolve around a warranty I purchased with this company, but since I can't find that to solidify my argument, my secondary complaint will have to come first... I purchased a bed from Ashley Furniture (******* *** ******** **) in July of last year. I used it ONLY for its intended purpose - sleeping, not a trampoline - from July until December 30, when I moved to Houston for several months. While I was gone, NO ONE slept on that bed, as confirmed by the owner of the house who is also a family member. The night I returned at the end of August, my significant other and I went to get into bed and the rail broke (or started to break off, I can't tell at the moment). So, I called my local Ashley store for help. A technician came out within a few days. He told ME that he sees "this kind of thing" happen all the time to beds like mine, which - to me - implied it was a common occurrence that was easily fixed. I then believed that there was no problem in getting help repairing it, since I THOUGHT I purchased an "extended warranty" as well as a five-year protection plan. Several days later, I got a call saying it wouldn't be covered. The next day, I called the local store to see what was going on, since that made no sense to me. I was told to email the person in question pictures of the bed where the rail has broken. I did so the next day when I was able to. I heard nothing back - not even a "we got it" email, which I was taught to be common courtesy when handling email professionally. I found out almost a week later when I called back to see what was going on, that the representative I had spoken to had been out due to illness, which was understandable. I was then told that someone would call me back regarding the issue "very very soon," which to me implied that day or the next day. Four days later, I heard nothing... so I had to call back. Again. This time, I was able to find out that while the rep from the first call had been pleading my case, the company was very firm in saying no. It took multiple calls to even get this far. Admittedly, I became emotional, but I made sure to tell the representative himself that I understand there's nothing more he can do for me and that I appreciated that he was able to finally provide some sort of information. I was offered a "small credit" which felt like a slap in the face, since I was convinced a "small credit" wasn't going to cover the cost of repairs on this bed. Again, I admit I became angry. I contacted Ashley once again, this time submitting an online complaint form. I received a typical response via email later... and then I was called about it, I believe by someone from their offices in Wisconsin. I spoke to her about it and was asked to email her more pictures of the issue. I did it as soon as I could, considering I had to visit with an oral surgeon the next day and spend time recovering from that as well. This time, I at least received a response to my email confirming it was received. I was told to call her the following Saturday (September 20th) if I didn't hear back from her within 24 hours. I was given an extension number. I tried to call Saturday. There was no opportunity to input an extension without speaking to someone first. After being on hold for - if I recall - a total of ten minutes JUST to ask for a particular person, I gave up and emailed her to tell her I tried to contact her via phone. By this time, I was too agitated by this company in general to wait on hold indefinitely just to be put through to someone specific. I received no response via email. I called yesterday, September 25th, after nearly a week of silence. This time, I made it through to a person right away and was able to ask for an extension. The representative I asked for was not at her desk; I asked that she call me back. That was around 10:30 their time, if I recall. I heard nothing that day. So, I called back the next day. This time, she was there. They put me through, I spoke to the person in question, and then found out that once again, Ashley refuses to cover it. Again, I admit, I became agitated... and then after a few seconds of silence, there was a click. I was hung up on. So, I've been dealing with this issue for a month now, officially. Ashley has NUMEROUS complaints online about their coverage regarding their warranties, and so this doesn't surprise me. But what astounds me most of all is their lack of communication with their customers regarding customer service. I'm currently unemployed and I have no source of income. My family is on a fixed income. We can't afford to pay for repairs ourselves thanks to medical and dental bills. In fact, I got an extended warranty and all that BECAUSE I was worried something would happen to the bed and I would be unemployed at the time and unable to cover it. That's why I'm trying so hard. A month of sleeping on a broken bed has caused increasing back problems. I have trouble getting out of bed in the mornings now. I deal with the pain for most of the day, every day. So yes, while my original complaint was with the warranty itself, I now have issue with the customer service itself, who seemingly will not provide you with any sort of information unless you call in repeatedly and practically twist their arm to get answers regarding your own case. Needless to say, I won't be shopping there anymore, nor will my family.

Desired Settlement: I've heard automated/canned apologies from this company enough. I JUST want this bed repaired so I can move on with my life and maybe even get rid of this back pain. After fighting for answers for this long... it would be nice for it to finally be over.

Business Response:

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 her queen bed set from the Ashley Homestore on 7/25/13.  The items she purchased came with a one year manufacturing warranty that was effective through 7/25/14.  The customer called the warranty department on 8/26/14 to report that the bed had broken. The customer was outside of the one year warranty at this point, however Ashley Furniture sent a technician to inspect the breakage as a courtesy.  Upon full review of the bed, the technician had determined that the bed broke due to consumer usage and not from a manufacturing defect. 

 

The “extended warranty” the customer is referring to is a protection plan through a third party vendor name Guardsman.  The policy is for accidental damages caused by a specific single incident to which is reported to Guardsman within 5 days of happening.  This is not a policy that is backed or supported by Ashley Furniture.

 

We feel we have made a good faith effort to assist the customer. Due to the damages being caused by consumer usage, Ashley Furniture Industries is unable to assist. 

 

Sincerely,

Ashley Furniture Industries

Corporate Office

**

 

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.

While it's nice to receive a "no because..." rather than a flat out "no," considering I've been unable to find my warranty, the primary nature of the complaint was listed under customer service, not the warranty itself. I spoke of the warranty and the state of the product to shed light on my agitation. I've never had to be this aggressive with a company who a product or service to myself or my family. Therefore, I couldn't in good conscience accept the response as it was. However, to be positive, I will say that the third representative who handled my call after the visit with the technician - a man who works at the local store in Waterford Lakes, whose name escapes me - handled my call expertly, and my reaction was at its worst with this individual. Of all the people I spoke to, he was the main person who was apparently capable of providing answers and even offered a solution, small though it was. He was also honest with me, which was appreciated. He also did not hang up on me.


I will no longer request repair, but I acknowledge that it's for the best (for both parties) that my family, friends, and myself no longer seek products or services from Ashley Furniture HomeStores. No further assistance is required, as I just wanted to clarify. Thank you.

 

Regards,

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

 

 

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/9/2013, my husband and I purchased two Rectangular End Tables, a Lift Top Cocktail Table and Reclining Power Sofa and LoveSeat as well as two lamps for a total cost of $4,003.64. We also purchased the Furniture Protection Plan - Guardsman 5-Year Elite Service for an additional $299.00. We noticed at the end of August, 2014 that the tops of the cocktail table and end tables were starting to bubble. We do put glasses on coasters on our tables, but not on our Cocktail table. However, even our Cocktail table is bubbling. We never set glasses on the tables without being on a coaster. Therefore, we are not sure why this is happening and this should not happen. The tops are lamient and we are wondering if they used latex contact cement which does not hold. I called Ashley Furniture and they said it is not their problem. We called Guardsman (that we paid $299.00 for), filled out all of the paperwork and they said it is not their problem.

Desired Settlement: We would like our furniture repaired or replaced. If they cannot do that, we would like our money back and we will purchase better quality furniture elsewhere. We will never buy from Ashely Furniture again.

Business Response:

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.

Upon review of the tech report and tech photos taken on 9/5/14, we have decided to file in the customer's favor and exchange the tables. We will contact the customer as soon as the exchange processes through the system to schedule a delivery and pick up. With regards to the customer's concern with Guardsman, their company covers accidental damages stemming from a single incident. Those types of damages need to be called into them within 5 days of the damage occurring. This incident in question would not fall under their plan as it has been happening over time. If there are any other questions or concerns regarding Guardsman's coverage we invite the customer to review the literature provided at the time of sale or to contact Guardsman directly at ###-###-####.

Sincerely,

**

Ashley Furniture Corporate Office

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,

 

***** ****

 

 

 

10/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the store in the **** ***** ***** ****** on 4/18/2014 and purchased $2856.86 worth of furniture I paid $2500 in cash and charged the $356.86 to the ** ******* **** I received from them. I requested the delivery date to be 5/31/2014. Everything was great until I received a call on 05/29/2014(2 days before scheduled delivery) to tell me the couch could not be delivered until 7/26/2014 almost 2 months later. I was calm hoping this was just a fluke. I called the ******* **** and he guaranteed the furniture would be there on 5/31/2014. On 5/31/2014 they show up with half of a couch with metal clips for the other half sticking out and expected us to leave it like this for 2 months. I call the store during this business delivery and the receptionist refused to get the ******* because he was too busy and she used unkind words and hung the phone up on me. Now I was upset and I called back again requesting her name and the person who answered asked me to hold. Now **** answered the phone and said he will try to get it there next week. With all of the drama in between and head aches of driving back and forth to the store, we came to an agreement which silenced my frustration but I was still upset with how they do business. Finally the other half of the couch arrives and all seems to be going good. Now here we are again, Ashley's furniture has charged my card for $325.25 on top of my $356.86 totaling to $682.11. Once again I call the store and I speak with a few receptionists who could not explain the extra charges and transferred me to the ******* ******* *** ***. *** also could not explain those charges on my card but promised to refund the charges on the next billing cycle. It is passed the next billing cycle and there have been no changes, they emailed me a refund request form stating it was turned in but no action has been taken. I have opened up a dispute case with GE services but it seems to be another dragged out process of excuses as well. I just want the $325.25 taken off of my credit card as the invoice I signed has no such charges and cannot be explained how they are on my credit card. As another note at this point the 5 month and continuing head ache this company has put me through, I could never bring myself to do business with them again or recommend anyone to do business with them.

Desired Settlement: I just want the $325.25 taken off of my credit card as the invoice I signed has no such charges, nor did I agree to them and cannot be explained how they are on my credit card.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

Per our Finance team the refund was issued to the consumer's account on 9/4/14 and depending on consumer's billing cycle it may not reflect on this month.  The consumer may also verify from their online account or contact Synchrony directly.  

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

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,

 

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

 

 

 

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 15th this year we purchased the Patola Park sectional set from Ashley Furniture in ******** ****. We purchased the 4 piece sectional with ottoman (total 5 pieces). The set was delivered on February 22nd. Within 3 weeks we noticed that the stuffing in the back cushions was falling to the bottom of the cushions, and was becoming uncomfortable, particularly in my husband’s seat. We returned to the store to ask what could be done about this. We were told to call customer support and tell them about it and that they would send more stuffing out to us and schedule a technician to come out to the house and fill the cushions. The gentleman at the desk in the store told us that sometimes the cushions are under-stuffed at the factory. He seemed to be nonchalant about this and it appeared that it was a fairly common occurrence. I did as he advised and call customer support, and within 2 weeks additional stuffing was delivered to the house, and a technician was scheduled for April 5th. When the technician arrived he filled the two back cushions that were causing us concerns (the two seats on which my husband and I usually sat), and then proceeded to fill all of the back cushions, using additional stuffing from his own supply. The technician advised that we should call customer support back and have more stuffing sent to us. He recommended asking for 2 large bags as we would probably need it. He also advised us to order extra seat cushions. He told us that in the first year of owning the furniture we could order stuffing and seat cushions as many times as we wanted. He advised that we order at least 3 seats of seat cushions if we wanted to set to last us 5 years. He told us that these particular cushions were known to lose their sturdiness and become squishy quickly. He actually told us that the cushion on the seat I sat on was already deteriorating and needed to be replaced. At this point my husband and I became concerned about the quality of this furniture. This technician was telling me that a seat cushion already needed replacing only 6 weeks after the furniture was delivered! We followed his advice and order additional seat cushions. By the time they arrived 2 weeks later the cushion on my husband’s seat was also very squishy and uncomfortable. We returned to the store and talked to *** ***********, the sales manager, and explained the problem to him. He stated he would have to talk to the store manager and she would call us. Two weeks later we had not had a call. After much back and forth with the store manager, ****** ******, and *** ***********, they were unable to find anything in their inventory that would work as a replacement set, and offered us three otions.: 1. Keep the set and keep replacing the stuffing and seat cushions 2. Return it for a full store credit 3. Return it for a refund with a 25% restocking fee. Clearly the idea of keeping the set and continually replacing the seat stuffing and cushions was impractical. Returning the set for a store credit was impractical when there was nothing else in their inventory that met our needs, and we felt we were left with no choice but to accept the refund with 25% restocking fee, despite feeling that it was excessive. The set was returned on June 6th. Since then, we have shopped at many places for a new set of furniture and have asked everywhere we have been about the return policy and restocking fees. Our research has shown that the industry standard appears to be a restocking fee of between 5% and 10%. It appears that we were correct about Ashley Furniture charging us 25% was correct. I believe that this is egregious and highly unethical. The furniture was clearly defective. We feel that since we reported our concerns to the store within 3 weeks we should have been offered a full refund, or at least charged a restocking fee within the industry standard rates.

Desired Settlement: We paid a total of $2136.96 for the furniture. The refund was $1596.14. The restocking fee was $540.81 - or 25.3% I believe an industry standard restocking fee of between 5% and 10% is appropriate. This would be $106.85 and $213.70 respectively. An average of this is $160.27. Thus, I would like a refund of the difference between the $540.81 (25.3%) we paid, and an average of the industry standard of $160.27 = $380.54

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* ******’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.

 

After reviewing the customer’s account and the technician’s report with the store management, we were able to determine that the cushions were starting to flatten due to consumer usage. Even though this was not a manufacturing defect, Ms. ****** was offered to reselect to anything in the store or a refund could be offered with a 25% restocking fee.  The restocking fee was assessed based off the fact that Ms. ****** had the furniture in her home for over 3 months.  Ms. ****** agreed to the refund with the 25% restock fee.

 

At this time, the store has agreed to refund the customer $202.11 of the agreed upon restock total of $540.81.  The remaining $338.70 will cover the restock fee and the delivery charge that was incurred to pick up the furniture.  Due to the fact the customer agreed to the original 25% restocking fee, we feel this is a good faith effort to come to a compromise. 

 

Sincerely,

Ashley Furniture Industries Inc.

********* ****** **l

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THE ASHLEY PRODUCT CALLED DURABLEND IS PEELING AND CRACKING WHEREVER A PERSON'S BODY TOUCHES IT. THE TOP LAYER OF RED "DURABLEND" IS LITERALLY MELTING AWAY. WE PURCHASED THE EXTENDED WARRANTY BUT WERE TOLD THIS ISSUE IS NOT COVERED UNDER THE EXTENDED WARRANTY. AFTER MANY, MANY PHONE CALLS AND EMAILS THEY FINALLY REFUNDED OUR WARRANTY PURCHASE. SINCE THEN THE CONDITION OF THE FURNITURE IS UNPRESENTABLE. A $1300 SET OF FURNITURE THAT WE THOUGHT WOULD BE THE LAST ONE WE WOULD NEED TO PURCHASE IS UNUSABLE AFTER ONLY 2 years.

Desired Settlement: We would simply like a replacement, even if it is a lower priced set because we can't use the furniture as it is now. I realize that most of today's products are not made to last but this is ridiculous. They need to stop selling this inferior product to any other unsuspecting consumers.

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.

 We request that Mr. ****** 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

*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. ******.

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.

Ashley has this information already but I will send it again in hopes that it may result in a fair resolution and will halt the sale of DURABLEND to other unsuspecting consumers.  Please do not close this complaint until we get a response to the additional information.  This is just a stall tactic because there are hundreds of people on the web blogging about the same problem who have contacted Ashley with no satisfaction.

Regards,

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

 

 

Business Response:

Hello,

Thank you for bringing Mr. ******s concerns to Ashley Furniture Industries, Inc. attention.

Unfortunately, we have not received the necessary information to review as a claim.

We recommend that Mr. ****** provide us with the following:

*copy of original sales invoice

*item & serial numbers off of each unit

*description of issue along with a couple of photos

*name, address & phone number

*Claim No: 8327

He can either email the information to ***************************

Or mail: Ashley Furniture Industries, Inc / Attn: Consumer Affairs / *** ****** *** * ******** ** *****

Once we receive the information, it will be assigned to the next available representative for further review.

Sincerely,

***** ******

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

Ashley Furniture Industries, Inc.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased several thousands of dollars at the **** ** store in ***** **. We Received a few defective items. We went through the replacement process and we're informed Guardsmen should handle these complaints. When we contacted them . They advised my wife they will not honor the insurance we were pressed to purchase. This insurance added several hundred dollars to each purchase. We have had issues in the past.But nothing as bold as being called liars and being hung up on.

Desired Settlement: I think my wife deserves an apology for rude treatment. And I want my kitchen table replaced. Also thy should clean my couch as stated in the contract.

Business Response:

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.

The customer’s complaint is regarding Guardsman who is a separate company and has no ties with Ashley Furniture. We do not back this company. We provide the opportunity for customers to purchase a protection plan against accidental damages for their furniture. The terms & conditions of the plan are provided in the literature given to the customer at the point of sale. The Guardsman Company only covers accidental damages laid out in the What Is Covered section. These damages need to be from a specific incident and called in within 5 days of the damage occurring. We spoke to Guardsman on the Mr. ****’s behalf. The customer filed their claim for overall soiling from everyday use. They stated that the soiling started happening 1-2 months prior to them calling the damages in. The customer was denied for accumulation, and no specific incident or accident for the stains. With regards for how the customer feels they were treated, Ashley Furniture cannot answer for a 3rd party company. Mr. **** will need to work directly with Guardsman regarding this issue. If a refund of the plan is desired, this will also need to go through the Guardsman Company.

 

Sincerely,

**

Ashley Furniture Corporate Office

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I purchase my items from one of your stores in **** ***** ** in Carson Street on 7/31/14 @ 9:41 p.m. the person that took care of us was **** *** *** he was great help. But he told us that we could get 2 (balance) pillows for free because of the temp mattress set that we ordered and a 6pc bedroom set. My concern here is that he had mentioned that it was one of the best pillows sold there and yet they haven't received a new shipment? He had asked me to stop by on Tuesday to pick them up because they were going to get a new shipment. I called before showing up and the person that had answered the phone informed me that yes they had arrived. When i arrived at the location *** checked the back and said there was nothing there. He gave me $50.00 gift card for the misunderstanding and told me that he was going take them to my house. As of today 8/19/14 i haven't received any phone calls or updates on my pillows. i then called last week to check on the status and the lady that answered said that still no shipment on those pillows. I still don't understand why they haven't received them if *** stated that it's one of their best pillows. Can you please help me and let me know whats going on? Is this one of the ways that they should treat their customers. Or is it because they were free?

Desired Settlement: want my pillows

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

I do show the customer picked up the pillows at the store on 8/13/14. 

Sincerely,

Ashley Furniture Homestore – Corporate Office

9/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a leather couch set a little over a year ago. A few months ago I noticed tearing in a cushion, a service man came out stated the whole couch is going to do it because there is something wrong with the material. After calls to Ashley furniture and their warranty company they would only fix 1 cushion as a courtesy because it is not considered accidental. They do not cover bad materials just if something happened by accident. The couch is splitting all over and Ashley furniture says they are not at fault. They want to charge me $160 per couch to fix it. I do not know how this company got a A+ rating when there are so many complaints and bad reviews against them.

Desired Settlement: the material used on these couches was bad in the first place and should be covered under the warranty. If I am going to spend $320 fixing them then I minus well go to a more reputable furniture company and get a new set.

Business Response:

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.

After reading the customer’s complaint, we feel Mr. ***** maybe confusing the Guardsman Company warranty, a 3rd party protection plan, with Ashley Furniture’s warranty. Guardsman only covers accidental damages. Both warranties are explained in full detail in the paperwork the customer was given at the time of purchase.

 Per previous conversations between the customer and Ashley Furniture, photos were requested of the damage. The photos the customer sent were inconclusive and only show what could be fading. We worked with the Guardsman Company and they sent over their technician’s photos. Per their tech photos we are able to see that 1 cushion casing appears to have started to crack. Mr. ***** has been working with the Ashley Furniture HomeStore Customer Care team. He has a technician going to his home today. At this point we need to continue with the technician visit. We have asked that this technician do a full inspection and take pictures of the leather. He will advise us if the unit is repairable and if further action is required. We will contact the customer directly as soon as the technician’s report is received and processed.

Sincerely,

**

Ashley Furniture Corporate Office

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a bed on 9/5/14, the delivery was schedule for 9/9/14. Order under **** ***** *** *** **** On 9/9/14, the bed was delivered with two clearly visible dents, cracked paint all around the left side, foot board, and right side of the bed, the left side drawer was broken, the right side drawer had visible "marker" touch up marks to cover up DAMAGES. We feel deceive as the damaged was purposely concealed by Ashley's. We informed the delivery crew that we were concerned about accepting the product with all those visible defects, however they had already obtained a signature form us and said to call the store and request a pick up and that Ashley's would issue a refund. Soon after the delivery crew left, we took close up pictures and called customer service. 9/9 5PM Called Ashley’s store was asked to call customer care ###-###-####. 9/9 5:10 PM called customer care, spoke to *******. She took down information on bed and recommended a replacement. I told her I did not want a replacement, I wanted to have the defective product picked up and have our account credited (refund). ******* said she would call me back the following day after discussing with her manager. 9/10 11:24 AM Called customer care ###-###-#### as I did not get a returned call from *******. Spoke to *******, had to explain my entire situation again. ******* requested photos; once photos are reviewed she would call me back. Sent photos by text at 11:53 am to ***** ******* as requested by *******. I never received a call back from *******. 9/10 12:38 PM called customer care back, spoke to Shelly, she confirmed receipt of photos. She agreed that the furniture was defective. She could not authorize a return as we signed to furniture upon deliver. I explained to her that we were deceived as the product was obviously defective when it was delivered with the obvious dents and touch ups. The drawer damage was purposely concealed with the “sharpie marker” touch ups and that I was very dissatisfied and did not want to get a replacement. She said I had to speak with the store about the return. 9/10 1:06 PM, called the store at ***** ******* (33 mins.) spoke to a gentleman, explained my situation ALL over again. He said I needed to speak to a manger, transferred the call to ****** (customer service Manager). I then, AGAIN, explained my situation all over again. Told her customer care agreed I was delivered defective furniture, I did not want a replacement, I want Ashley’s to pick it up and refund our acct. She told me only the ***** ******* can approve that and she would have to speak to him(*****) and call me back the same day. 9/10 6 PM, called the store back and asked to speak to ****** as she had not returned my call. ***** (sales rep) told me ****** was out to lunch and would be back in 25 minutes. I waited for her call, ****** never called me back. 9/11 10:38 AM Called the store again, spoke with *****, I told her ****** never returned my call as promise yesterday and that I urgently needed to speak to a manager. To my surprise I was informed by ***** that there was no ***** ******* in until Saturday. ****** was not in either and would not be in until Saturday 9/13. ***** tried to locate my paperwork to show the store supervisor but was unsuccessful locating it and said that the ***** ******* had it. She also recalled ****** and ***** discussing my situations the prior evening and was not sure why ****** did not return my call. She apologized for the inconvenience but said I need to wait till Saturday to speak with ***** or ******. 9/11 1:27 PM Called the store again, ***** answered, I asked to speak with ***** ******, sales associate that sold us the bed, to see if she can escalate this to someone higher. ***** paged her twice however ***** never took my call, I was on hold for 15 minutes. 9/13 - Saturday came by and waited till noon for a call back from a ***** *******. I called the store and asked to speak to ****** but was informed that she would not be in till 1:30 pm and that she would call me as soon as she was in. 9/13 - 3:25 PM I called the store again as ****** had not returned my call, she placed me on hold for 15 minutes and finally ****** came to the line. She stated they could not authorize a return. Never apologized for having me chase them for the past five days. I am so dissatisfied with the lack of customer service that Ashley has provided. I do not want to do business with them and would NEVER recommend them to anyone for being so dishonest! The furniture was financed by Ashley's, so we just want the furniture to be picked up by Ashley's and void the sale.

Desired Settlement: We want the Defective furniture picked up by Ashley's and our account credited to bring it to Zero balance as the furniture was Financed and no payments have been made.

Business Response:

BBB

Complaint Department

Complaint ID: ********

 

Thank you for contacting Ashley Furniture Industries in regards to your complaint. We do regret to hear about your dissatisfaction.

 

Upon review of the customer’s claim I show that on 9/10/14 we offered a full replacement of the customer’s bed. Per the customer’s terms and conditions once the furniture is signed for it does belong to the customer. If the customer was looking to return the product they should have sent it back with the drivers at the time of delivery. Once the customer has signed their delivery receipt they have signed that they have received their product in good condition. As a courtesy Ashley Furniture was going to allow a technician to come out to repair the customer’s furniture since they called right after delivery. The customer refused the technician and at that time we offered an exchange for new pieces. I do apologize but at this point Ashley Furniture would stick with the previous options given to the customer and would be happy to either exchange the pieces or have a technician come out to repair the issues with the furniture.

 

Please feel free to contact me with any further questions or concerns.

(Reference Stoneledge SR# ******)

 

Sincerely,

 

Ashley Furniture Industries, Inc.

Corporate Office

 


**

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 not satisfactory to me. However I will accept an entire new replacement of the unit as soon as possible. 

Regards,

 

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

9/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bed from here and paid Ashley Furniture to deliver and assemble it. After sleeping on it for three nights, the whole bed collapsed to the floor in the middle of the night while asleep. The support beams gave out underneath. Clearly, the beams are not real wood (perhaps MDF board--almost a cardboard material)and were warped where the screws were put in. They gave in causing the slats that hold up the mattress to split in half--these must not be real wood either (which our saleswoman told us it was). This bed has a lot of defects. Also, the screws that were placed in the headboard and footboard split the wood (vinyl or laminate covered) on both. Ashley claims both on their website and in person that they are "committed to rigorous durability testing of their raw materials and finished products." When I took some of the broken bed pieces into the store, they were surprised at the quality of the warped wood and screws. They said they would talk to the story manager to try to get my money back. The general manager called me later to tell me the same thing...I can get the parts replaced or pick out a new bed. I do not want a new bed from this store. This is a safety issue and could have killed our dog that sleeps under our bed. We have babies at home and a bed that could collapse again is out of the question. Product_Or_Service: King Demarlos Upholstered Panel Bed

Desired Settlement: DesiredSettlementID: Refund I would like the entire cost of the bed, delivery, and set up of $810.89 refunded to me. I do not want to purchase another piece from this store after my experience of seeing what poor quality is.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******** ********’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.

After reviewing the account and the presented situation, the retail store has authorized a refund of the bed.  The store will be contacting the customer to discuss and resolve the issue.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a mattress about a year and a half ago. Since then I have had to replace it 5-6 times. Each time I have had to wait for an inspector to come to my house, take time from work, and wait for a decision. Of the first (5), they began to bow in the middle after only 3-4 months. The most recent one is showing signs of that as well, but is also showing bulges (mattress top), which is uncomfortable to sleep on. Even though I have had (2) inspections on this last one (also on 3-4 months old), and even though the inspector took several photos and told me there was a 2" depression, the customer service people indicate that this does not exist. They are refusing to replace the mattress. I have asked for a refund, so I could purchase one somehwere else as I have no confidence in their product and have been told that they do not refund for mattress. Again, this has been going on for over a year and a half, with no satisfactory outcome. I even upgraded my set at one point and paid more money. I have incurred lost time from work, due to inspectors, deliveries, and even incurred additional doctors' bills due to effect the mattress has on my low back . (irony of this is, that I bought the mattress new because I had a bad back).

Desired Settlement: Would request a refund so I can purchase one elsewhere as I have no confidence in their product. I believe that 5-6 mattresses in less than (2) years should speak volumes to this .

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** ********’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. 

After fully reviewing the customer’s account and continued concerns, the mattress in question has been deemed as measuring up to the manufacturer’s specifications and is not defective at this time.  This information comes after a technician visit on 7/25/14 as well again on 8/2/14.  The manufacturer which is Simmons sets forth the specifications to which Ashley Furniture, the retailer, has to adhere to.  The customer is more than welcome to contact Simmons directly to further discuss the situation.  They can be reached at ###-###-####.  .  At this time, the mattress is not considered defective therefore we will not be issuing a refund.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

Business Response:

Thank you for the response from Ms. ********.  As previously advised, Ashley Furniture has done all that it can to resolve this customer's issues.   While the customer claims her only selection options at the store were Simmons or Tempur  Pedic, that information is incorrect.  After speaking with the store, we have learned that the store does carry Sealy and Ashley mattresses as well.

The customer's current mattress is not considered to be defective therefore there is nothing to be done.   We stand behind our "No Return" policy as this is provided verbally as well as in written copy to the customer at the time of purchase.  Again, at this time, Ashley Furniture feels we have made good faith effort to work with the customer based upon the specifications from Simmons as well as our terms and conditions. 

Sincerely,

Ashley Furniture Industries

Corporate Office

**

 

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 do not agree that you "have done all you can". Certainly based on the circumstances surrounding this case, I still believe you have the ability to make a better business decision.

With all due respect, while the store may have advised that they have other choices available, you were not there when I visited the store, nor were you privvy to our conversation(s) regarding the circumstances.

It has been my experience that "policies" are made to be changed, if need by. You are just choosing not to do so.

My dispute still stands in that 1)I feel the product is defective, as I am the person sleeping on the mattress 2)have had to endure nearly (2) years of your policy decisions and/or unwillingness to step up and resolve the problem (which includes continuing to provide me with defective equipment with no other choices being offered 4)do not agree that I was ever told that all sales are final .

The only solace I have is that as many complaints have been filed against you, this certainly reflects your reputation in the community as a business. It is a shame that I did not do more research in the beginning or I , like many others, would never had visited your store in the first place.

 

Again, my dispute still stands.  No offers for resolution have been made to me.

 

 

9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a living room set, sofa, love seat, recliner and coffee table four years ago.Also purchased the 5 Year Warranty. Now I had problems with the recliner peeling and cracking and the love seats arm is broken. After jumping through many hoops with the warranty company and Ashley furniture. I paid an extra $100 to get to keep the damaged love seat and use it in another room in the house. Then after all of this, they magically discover that my furniture is discontinued and no longer available. Ashley wants me to take a store credit, buy newer more expensive furniture and have to repay for delivery. My other option was to get my $100 back and get a refund on the purchase price of the warranty. However, now I can not get the warranty rep back on the phone after 2 days of calling.

Desired Settlement: Price adjustment for defective pieces and price adjustment that I was told that pieces were leather when they are not.

Business Response:

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.

Upon review of the customer’s account as well as the presented claim, we believe the customer is referring to his 5 year accidental protection plan through Guardsman.  Although our stores do sell the protection plan, we however are not affiliated with the third party company.  Per the Sales Terms and Conditions, signed by the customer at the point of sale, it states:  “Neither AFHS or Ashley Furniture Industries, Inc. provide protection plans or extended warranties.  However, you may purchase protection plans that are offered by third party companies that are not affiliated with AFHS or Ashley Furniture Industries, Inc.  Please carefully read these plans before purchasing them.  Your rights under these plans are described in the protection plan you purchase.  These plans are not backed or supported by AFHS or Ashley Furniture Industries, Inc.”

In this particular case, the customer will need to discuss the situation with Guardsman directly.  Guardsman can be reached at ###-###-####.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

Business Response:

Thank you for the response from Mr. *****.  While we understand that the customer states he was not advised the unit was not leather, all of the customer’s paperwork provided at the time of sale does indicate that the unit is a Durablend product.  All of the sales tags, pop tags as well as the furniture itself have this information available to the customer.  The information on the furniture can be found either under the seat cushion or under the footrest if it is a motion piece.

Sincerely,

Ashley Furniture Industries

Corporate Office

AB

Consumer Response:

I see that I am getting no where with this.  But I will make sure all of my friends and family know to never buy another piece of Furniture from your company ever again.  

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,

 

***** *****

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We bought a king size bed consisting of a platform-style sleigh frame and a mattress on 11/30/2013. It was delivered on 12/11/2013. Within a month we noticed a hammock effect where we felt that we were rolling towards the center of the bed while sleeping. We endured this for several months but the problem only worsened. I finally called the store end of May to notify of the problem. I informed them also that the bed was so bad that we had to place the mattress on the floor. We did this as a last resort after my boyfriend and I bought seven 4x4 wood pieces to put as added support for the frame but this didn't make any difference. During that call, they said that they would send a technician to my home to check the bed but it had to be put together the way they did when they delivered it. They said that the first available date was 6/10/14. They said that the technician would call me the day before to tell me the approximate time. I planned on putting the bed together on the same day that the technician would come but he never called, he just showed up and so the bed wasn't put together. Regardless, the technician examined and measured the height of the mattress in different spots and notified my boyfriend that the mattress had sunk a shocking 2 inches so far. He said he would write a report and that we would hear from them within 2 weeks. 2 weeks later, on Tuesday 6/24/14 we had not heard from the store or the technician. I called today Friday 6/27/14. A woman informed me that in the report that the technician wrote, was stated that the mattress had no defects. The woman repeatedly told me that the mattress should be on a box spring for appropriate support. I responded that the bed is a platform bed that has a built support mechanism and they reassured me when I bought it that it didn't require a box spring. I said that the floor supported the mattress much better than the frame but not even the floor could prevent the mattress from sinking in the middle. Product_Or_Service: King size bed with Simmons mattress Order_Number: **********

Desired Settlement: DesiredSettlementID: Refund I feel that I was sold a very cheaply made piece of furniture. The mattress has to be defective if only after 1 month it started sagging in the middle. We have neck, back and hip pain and we cannot get a good night's sleep. I want a full refund so that I can buy a high quality mattress. I paid a total of $1,660.47 which included a 5 year protection plan against damages, home delivery & set up, and tax.Thank you very much.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** *********’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. Upon review of the account, the customer’s mattress was found to be defective.  On 7/11/14, the customer was offered an even exchange of the mattress or in-store credit to pick out a new mattress.  The customer declined both offers.  On 7/15/14, the store manager spoke with the customer and offered to refund the cost of the mattress plus tax but the customer again declined the offer.  The customer can chose one of the 3 offers available to her.

1.    Even Exchange of mattress for same mattress.

2.    In-store credit for the cost of the mattress.

3.    Refund for the cost of the mattress.

Should the customer chose to accept one of the 3 offers she can contact our Customer Care department at ###-###-####. No further options will be offered by Ashley Furniture.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

Business Response:

Thank you for the update on Ms. *********’s situation. 

After reviewing the technician’s report, the only thing defective is the mattress which Ashley Furniture has already offered to exchange or to allow for in-store credit.  The technician states that no defectives were found on the bed itself.

Per our terms and conditions which was verbally advised to the customer as well as provided in written copy at the time of sale,  it defines our no return policy.  At this time, all we will offer the customer is to exchange the mattress or authorize in-store credit for the mattress.    The bed in question is not considered defective.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

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 whole bed is defective!!! the technician told me so in person and his report says so too!! the bed does not work as it is intended!!! The frame cannot properly support any mattress because the slats are so flimsy that they just bend to their maximum creating multiple depressions on the mattress. I cannot buy a good quality mattress just to have it ruined by the frame.

Please BBB, I am a middle class customer just trying to get a good night's sleep. These people from Ashley Furniture have very deep pockets and obviously don't care about their customers' satisfaction. They're buying time because they know that the warranty for the bed expires soon. They are trying to tire me out. I swear I cannot sleep well on this bed. I wake up in pain every day. The bed cost too much money for the horrible quality it is. I rather sleep on the floor but I want my money back!!!!


I beg the BBB to do something about this.

Regards,

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

 

 

8/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased a new bed less than a year ago. Since then, we have called Ashley Furniture multiple times regarding our bed. I called them back in March regarding our bed's side boards cracking. It took them until June to fix it. They kept having reasons why we it took so long. We just had it fixed 2 weeks ago and it is cracked again and come to find out it has been discontinued. I am upset that it has taken so long and that the problem happened again. When the technician came out the first time, he blamed the delivery people for putting it together wrong, but he fixed it and it still cracked. I paid extra money to have the Customer Care plan and it has done nothing. Product_Or_Service: July 2013

Desired Settlement: DesiredSettlementID: Replacement I don't want the same bed. I want an entire different model bed in the color finish that we have the rest of the bedroom furniture. I don't want the same bed because it will keep cracking. I want a sturdier bed that want crack and doesn't make noises.

Business Response:

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.

After researching the customer's situation we find the customer's request to be fair. We will process a reselection credit in the amount she paid for the headboard, footboard and rails of the bed. The customer can use the in-store credit to purchase a new bed. If the new bed is more than the original bed, the customer will need to pay the difference. We will contact the Ms. ******* as soon as the credit has been entered into the system.

Sincerely,

**

Ashley Furniture Corporate Office


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 recently filed a complaint about a furniture issue and it was handled. We ordered our new bed and we thought everything was good, but it's not. I was suppose to have the bed delivered last week after 3 because I had to leave work early to be here and I was told that was fine. They showed up at 2:15. So I got deducted pay from my job for no reason. Then I rescheduled the appointment for today and was told it should be here between 2:15 and 6:00. So I left work early again and they didn't show and I had to leave to take my son to football. When I called customer service they said that the truck could have been running late. I explained to them that I had to leave because I had to take my son to football. I spent 4 hours of my day, not working, but waiting around. So now I have gone two days without getting paid from my job because Ashley Furniture said they would be here.
 
Desired Outcome:
I would like a full cash refund of the bed I purchased. They can come up the bed that we were going to exchange. I paid for this bed through a credit I was given for the first bed that fell apart, I paid with my credit card and 2 $100 gift cards. I would like all cash back because now I will be taking my business else where.

Regards,

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

 

 

Business Response: The ******** ******* and the customer have discussed the situation and they have reached a resolution. As part of the resolution, the bed will be delivered on.

8/11/2014 Problems with Product/Service
8/6/2014 Problems with Product/Service | Complaint Details Unavailable
8/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a sofa sleeper and a love seat from Ashley Furniture. Made sure that I am getting a product which 100% leather everywhere my body touches. Also, they told me if there is damage to the product, the delivery guys will take it back. The product was delivered to my home. It was defective and smelled plastic. The manufactoring label says that the seat covers are pvc 53 % and leather 47 %. The terms and conditions was different before the purchase and all of a sudden after the delivery everything changed. The store manager kept on insisting the product is leather and denied the manufacture's label. The delivery guys disappeared and did not take the furniture. The store manager was justifying the delivery guys when I asked the manager why your delivery guys did not take the furniture back. I ended up something with plastic odor, defective, bad product. I appreciate your help and want the honesty from the business. The only reason I don't want anything but leather because strictly of health reasons. The store manager was not helpful. I trust the sales man who told us what he knew from Ashley Furniture. In my opinion he was misinformed by Ashley about the product and we were misled in many things. Thanks

Desired Settlement: First complaint, They said they will exchange. They changed this position and now say that they will send the technician home

Business Response:

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.

The manufacture's label under the cushion is being misunderstood. 43% of the entire unit is leather. This means the cushions, arm rests and back rests. The remaining 53% of the unit is PVC/ vinyl, meaning the sides, front band and back.  Everywhere the body touches when sitting is 100% leather. The customer has informed us that the PVC burns her skin. The customer was given a reselection option on 7/28/14 to go into the store to pick out new product. The furniture is scheduled to be picked up today. The customer stated she will come in at a later date to use her in store credit.

Sincerely,
**
Ashley Furniture Corporate Office

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the Ashley Furniture did give me an offer for reselection. I went to the store on Wednesday July 30, 2014 to do that. I spoke to the Sales man who was very helpful in resolving my case. They did not have anything that works for my home. I asked them for a full refund. The sales man agreed and set up the date to pick up  the furniture from my home. They came today and picked up the sofa and the love seat. I am expecting a full refund from the company. I did buy furniture in the past with leather match and leather in the seating areas. My skin gets burning sensation if I touch plastics or other synthetic materials for an extended time.  I have never returned furniture in the past because they were fine and did not cause any problems. The sofa and the loveseat from Ashley had a strong plastic odor that didn't go away and it did not work for me. I don't know how the manufacturing label works. The material did not feel like top grain leather. It had plastic odor and it was cracking and shredding at places. I did take the cushion seat to the store and showed them the problems that I noticed. I spent time and energy and I wanted things to work without any hassle. 

I am very  thankful to  BBB for helping me resolve this issue for me. 

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

Regards,

***** *****

 

 

8/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: about 4 years ago my wife and I bought our leather living room [ sofa] at ashley furniture store in ******** ** they asked us if we wanted to buy any warranty for our sofa's they said it would cover any tears cause by anything even if I had a pen in my pocket and by an accident it poked a hole on the sofa it would cover about a year ago my sofa's started tearing for no reason i was sitting down on my sofa without my shirt and a big piece of material got stocked to my shoulder and then we noticed that the leather or vinyl material on all of them started cracking everywhere so we called them and they said they will call me with the answer so they send me a letter denying any repairs so I called them again so they told me to fill up a form so i did and they still denied it so I went to ASHLEY and they said they can't help so that was it …… I thought we lived in country of laws but now I know that big companies violate all this laws and it's so hard for me to hire a lawyer because of my income I hope you guys can help us because just like me there are a lot of people in the same situation thank you …..GOD BLESS.

Desired Settlement: DO NOT ADVERTISE ANYTHING THAT IS NOT RIGHT

Business Response: Date: 7/16/14

BBB
Complaint Department
Complaint ID: ********

At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of services. We do regret to hear of your dissatisfaction.

Upon review of the customers claim we at Ashley Furniture would not be able to further assist with the issues at hand.
The customers furniture was purchased on 10/10/09 with a 1 year manufacturing warranty. The furniture that was purchased is 100% polyurethane not leather. Unfortunately Guardsman would not cover the customers issues either due to Guardsman only covering accidental damages from a one time incident. The customer may review his Guardsman policy given to him at the time of purchase for further information on what is and is not covered by Guardsman. Again, I do apologize but Ashley Furniture will not be able to further assist with this issue.

Please feel free to contact me with any further questions or concerns.
(Please reference ****** *********)

Thank you for giving us an opportunity to respond to this situation.

Sincerely,

Ashley Furniture Industries, Inc.
Corporate Office


**** *

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,

**** *****

 

 

7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered Couch set from Ashley furniture on June 29. We agreed to delivery of the couch on July 12. We never received any communication about our delivery so we called Ashley furniture store in ********** on July 12. They told us that delivery was schedule on July 17. We told them that we are not available during weekdays and so need the delivery on July 12. In that case, sales guy told us that delivery will be on July 19th. We told him that we were expecting on July 12 and have people coming over to our place on July 13 for the world cup game. He told us to "adjust". After that we told him that give that we have now experience your customer service, we would like to cancel $149 protection plan because we don't believe in the service. Sales guy told us that we will have to pay extra $100 if we cancel the protection service since it has built in discounts associated with it. On hearing that we told him to cancel our order and refund the money. We also told him we will report this to BBB. Sales guy's response was "sure go ahead and report to BBB". We will now be living without couch for few weeks until we buy and get delivered from other furniture store. Finally, we started calling the store in the morning but manager was busy and never got time to call us back. Operator on the phone told us that manager was busy "doing something". We are shocked by the service and lies we heard from Sales guy throughout the process. Sales person name: ******** ******* *****

Desired Settlement: We would like an apology from the store about this misbehavior and inconvenience it will cause to our family.

Business Response:


Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the customer'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.

Upon receiving the complaint we contacted the store manger to help resolve the situation. He was able to speak with the customer regarding this complaint.  He apologized for the miscommunication and sub par customer service they were given.  The store manager invited Mr. & Mrs. ***** back into the store to allow them another opportunity to make things right.  He informed Mrs. ***** that she can deal with him directly and he would work out some special pricing for their inconvenience.  She said that she would talk with her husband and try to get him to come into the store this Saturday. 

Sincerely,

**

Ashley Furniture Corporate Office

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 ********. Response is accurate. 

I will visit the store this weekend to discuss the matter in person with the store manager and report back if I find the resolution satisfactory. 

 

Regards,

 

****** *****

 

 

 

7/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a 14-pieces of furniture from Ashley store. I received the sectional sofa on June 24, 2014. The middle of the sectional(wedge) pillow was sinking down and the back of the wedge was gapping open. I immediately contact Ashley furniture. Ashley sent a technician out on June 30, 2014 to look at the furniture. The technician said, connectors would send out to be put on the back of the furniture, the floor is unleveled, and the company will contact me.I received a voicemail on July 2 from ***/Ashley that the connectors would be sent out but Ashley will not send a technician out to install them. I contact Ashley furniture customer service department on July 4, spoke to *******. I told her that additional connectors did not come on the furniture and I understand that my floor is unleveled but the back of the furniture should not be gapping and why should I disfigure the furniture. At the Ashley store the sample furniture did not have a gap. I told her I want to have this furniture returned and I can find another set at the store. ******* stated the furniture will not be returned and I could send her a text picture/ message of the furniture being moved to another part of the room, so she could see if the gap was still showing on the picture. Product_Or_Service: LAF Recining Loveseat Order_Number: *********

Desired Settlement: DesiredSettlementID: Replacement I would like the furniture to be returned to Ashley and I choose another 14 piece set. I do not want to alter the sectional and be stuck with a piece that I feel is not properly put together. I can choose another sofa set at their store. The bottom of the wedge piece has connectors attached but the upper piece does not. I should have to find a technician to install connectors that I did not ask for or needed.

Business Response:

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.

Upon review of this claim we have found that the customer was given a reselection credit on 7/10/14. She has since picked out new product. The delivery and pick up is scheduled to take place on 7/18/14.

Sincerely,

**

Ashley Furniture Corporate Office


7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I had purchased a couch from Ashley Furniture in ************* ******* approximately 3-4 years ago. with in the first year one of the couch cushions started to tear and had some holes in it. since we purchased the warranty package we called the warranty company and they came right out and fixed it. about a year later it started to tear and have holes in it again along with three other cushions. my wife had noticed this after taking a sheet off the clean the couch. we immediately contacted the warranty company who came out but this time said they could not warranty it because the material it self was starting to shear from being very thin. We immediately contacted Ashley direct and at that point forward we started getting the run around, first they tried to blame the warranty company for not fixing it, then they said they couldn't warranty it as bad product because they blames the shearing as scratches from an animal. after arguing back and forth a bit they agreed to send out new cushions but refused to send a company to repair and told us we would be responsible for our own repairs. since the product itself is shearing in cant last even 4 years why would it be my responsibility to fix it my self, I am not experienced in furniture repair nor should I have to pay to have a repair company come out when its a manufacturing issue. Product_Or_Service: couch and love seat

Desired Settlement: DesiredSettlementID: Replacement ideally I would like one of two things to happen. I paid almost $2000 for a set of furniture that should last more than 4 years so either Ashley should pay to fix it and continue to pay to fix it every time it fails or they should give full credit towards the replacement of it on a new set of furniture that will last.

Business Response:

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.

Upon reviewing the customer's service request on file and photos taken by Guardsman's technician, we will not be able to assist other than what has already been offered to Mr. *****. The customer has been ordered cushion casings for both the sofa & the loveseat as a ONE TIME courtesy. It will be the customer's responsibility to hire a technician to complete the repair.  We have provided the photos to the BBB for review. The photos will show that the unit has not been properly maintained. The manufacturing warranty for fabric is one year. The unit in question was delivered to the customer on 3/5/2011; therefore the customer is well outside this warranty. The parts for the loveseat were shipped via UPS on 7/14/14. The parts for the sofa are still in process and will ship to the customer once complete.

Sincerely,

**

Ashley Furniture Corporate Office

Business Response: The previous offer remains the same. We are shipping 5 new cushion casings retailing $480 at no cost to the customer. We have done this as a one-time courtesy. We are unable to assist any further.
Sincerely,
**
Ashley Furniture Corporate Office

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.

again, repaireing one of there products that they built and very quickly failed is the least they could do. customer service trough Ashely Furniture is by fair unaceptable.

Regards,

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

 

 

7/22/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a coach from this company, but there was many things that they left out in their sale to me. First they failed to mention that they do not have an actual return policy. They then state in their contract that they have the right to refuse any refund, but the issue is that they ask you to sign documents, then don't give you the chance to read them, but continue to push forward towards the sale. When I proceeded to call them ask to return my product, then told me that once it's in my home, they don't accept refunds. They do not seem to care about their customers and only want money. They additionally state that you are suppose to check the product before leaving the warehouse, but fail to mention that you are going to have to try and get through several layers of plastic and padding that protect the product during transport. When I raised this concern, I was met with a cold response that is best summarized by them saying it's not their problem.

Desired Settlement: I want to return the product that I purchased for a full refund.

Business Response: 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

Upon receiving this complaint we contacted the store's upper management. They contacted the customer and discussed the issues. The customer claimed that he felt he got the wrong color product. He took a pillow into the store and found that the product was ordered correctly, he got the color he requested. In an effort to try to mend the relationship with the customer, the store allowed him to reselect to something different. This will be a one time courtesy. We will deliver the new product and pick up the old as long as there is no damage to the existing product in the customer's home.

Sincerely,
**
Ashley Furniture Corporate Office

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,

 

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

 

 

 

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an Ivory colored sofa and loveseat made of a DuraBlend - blended leather in 2010. Around 2011-12 I stated noticing the leather flaking off in various areas [seating, rear cushion, arms, etc] After a few years of use, it's completely flaking off and causing the furniture to be unusable. This furniture was not used very often and I don't have or never had pets. I purchased an entire living room at the same time as the sofa and loveseat. The Ashley item number is 9460235 Loveseat , 9460238 Sofa. I am not sure if this DuraBlended leather can harm me or any of my guests, but I am hoping not.

Desired Settlement: I would like to receive store credit for my original purchase. Extended price for each item: loveseat: $279, Sofa $299 = 578.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

We have asked the customer to provide photos of the issues they are having.  We asked that the photos be sent by email using the following email address - ***************************** or by text ###-###-####.  The customer may also contact us @ ###-###-####.

 

Sincerely,

Ashley Furniture Homestore – Corporate Office 

7/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i bought a warranty for $500 and i was told that it will cover any accidental cuts or tears or burns, and the reason i bought it becouse i have kids i was sold on this warranty by the salesperson from Ashley furniture at their Mokena location that becouse i have kids i have to purchase this protection plan that will cover all acidental demage and then he pointed at my kids and said that he had kids as well and this plan will be worthed. now when it came time to use it they refuse to cover abything. * Loveseat - Chip-Wood - Stains or damage due to extensive activities are not covered under the terms of the protection plan. * Loveseat - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan. * Sofa/Couch - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

Desired Settlement: i bought a warranty for $500 and i was told that it will cover any accidental cuts or tears or burns, and the reason i bought it becouse i have kids i was sold on this warranty by the salesperson from Ashley furniture at their Mokena location that becouse i have kids i have to purchase this protection plan that will cover all acidental demage and then he pointed at my kids and said that he had kids as well and this plan will be worthed. now when it came time to use it they refuse to cover abything. * Loveseat - Chip-Wood - Stains or damage due to extensive activities are not covered under the terms of the protection plan. * Loveseat - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan. * Sofa/Couch - Cut-Leather/Vinyl/Nubuck - Stains or damage due to extensive activities are not covered under the terms of the protection plan.

Business Response:

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.

Upon receiving this complaint, we contacted Guardsman on the customer's behalf. They have agreed to overturn the denial. They are sending us the purchase order for the exchange. As soon as it is entered into our system an agent will be contacting the customer to set up the delivery for the exchange.

Sincerely,

**

Ashley Furniture Corporate Office

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,

 

*** ****

7/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sectional couch with a five year warranty plan with Guardsman. My cat peed on my couch, Guardsman will not clean it (I have filed a complaint with BBB for them also). When I asked Guardsman for a refund since they are refusing to clean my couch, they said I had to go through the retailer that I purchased the warranty from. I called Ashley Funiture 1-800 number got the run around that they can't do anything about it and I should call the actual store I purchased it from. I called Ashley Furniture in ******* ****** ** and again received a run around that there is nothing they can do about it. All I want is a refund so I can get my couch cleaned by an independent company who will clean my couch. I also purchased a recliner from Ashley Furniture. I used to think they were a great store. My opinion has changed and will stay changed if this is not resolved.

Desired Settlement: DesiredSettlementID: Refund I would like to have my $150 back since Guardsman never cleaned my couch and the couch is not even 3 years old. When I get the refund, I can then have my couch cleaned.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** ******’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.  Upon reviewing the customer’s account as well as her claim with Guardsman, the customer was denied for accumulation of stains and overall soiling.  The Guardsman protection plan is for accidental damage incurred during a single incident.  The Guardsman technician indicated that the soiling was not from a single incident.  With regards to the refund, we can send the customer’s information to Guardsman to process the refund.  Per the refund terms and conditions in the Guardsman pamphlet the customer was given at the time of purchase, the refund would be prorated.  Any further questions regarding the denial or the refund would be best directed to back to Guardsman as they are a third party service provider with their own processes and policies.  Guardsman can be reached at ###-###-####. 

Per the sales terms and conditions provided to the customer at the time of sale, its states “Neither AFHS or Ashley Furniture Industries Inc. provide protection plans or extended warranties.  However, you may purchase protection plans that are offered by third party companies that are not affiliated with AFHS or Ashley Furniture Industries, Inc.  Please carefully read these plans before purchasing them.  Your rights under these plans are described in the protection plan you purchase.  These plans are not backed or supported by AFHS or Ashley Furniture Industries, Inc.”. 

Sincerely,

Ashley Furniture Industries

Corporate Office

**

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.


As I stated before, Guardsman said it was the retailer that I should contact regarding a refund, now Ashley Furniture is telling me to contact Guardsman.  This is a true run around if I've ever seen one.  I want a refund so that I can have the money to contact a local upholstery cleaner so I can get my couch cleaned, it's just that simple.  Someone owes me a refund and that's what I want!

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

Regards,

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

 

 

Business Response:

Thank you for the response to Ms. ******’s situation.  As mentioned before, Ashley Furniture Industries does not handle or process refunds in regard to the Guardsman protection plan.  We have forwarded Ms. ******’s refund request to Guardsman.  Someone should follow up with her in a few days to process the request.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

7/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 26, 2014 I purchased a queen size mattress set - Serta - it was delivered a couple of days later. Within 2 weeks time the center of the mattress began to sink in - that is the one reason I bought the bed I was told that there had been extra attention made to this bed with extra support so it would not do that. So I called the store on June 9 they in turn had their customer service contact me to set up an appointment for someone to come take pictures that was set for June 17 - 8 days later - So the person came out and took the pictures and all needed info - he stated himself that there diffently was a defect with this bed. He told me he would make his report and within 2 to 5 days we should have a response - well it is now 8 days later and nothing. So I called the store and talked to the person who sold me the bed and the best he could come up with is he would talk to his manager and see what is up - but that could be another 2 days or so. I can not even sleep in the bed that I bought it is so defective and wake up with terrible back aches. I feel that the customer service on this is so lax - it was not a cheap bed and worked hard to pay for this - I have had to initiate all the communication on this matter - again terrible customer service. I fell like I got your money and so be it who cares.

Desired Settlement: What I would like is a replacement and a refund or a replacement and some kind of compensation for the inconveince I have had to go through - lost time at work - or a refund would be fine

Business Response: BBB
Complaint Department
Complaint ID: ********

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. Per our tech report there was numerous stains on the mattress in question. Per your Sealy warranty booklet your warranty is considered VOID if there are stains on the mattress. There would have been a Sealy Certificate of Limited Warranty given to the customer upon delivery of the mattress and on the back side of the warranty card it clearly states under "What is NOT COVERED by The Limited Warranty?" section that stains will void your manufacturing warranty. I will also be forwarding photos of the mattress along with my response to our BBB contact.

Due to the stains on the mattress Ashley Furniture will not be replacing this mattress.

If you have any questions or concerns please feel free to contact me.
(Reference ****** *********)

Thank you,

Ashley Furniture  Industries, Inc.
Corporate Office

**** ******

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 totally disagree with this response of the Ashley. I just received the bed May 28th - never received the booklet they are talking about first of all. Even still this bed is "DEFECTIVE" what does a stain have to do with how a bed holds up it was not because of the stain that the bed is buckled in the middle. I have not had the bed long enough - less then 2 weeks -for this kind of damage to where it is not even a bed anyone can sleep on should have happened. The tech person who came out and looked at the bed said it was "DEFECTIVE" himself he could see there was something wrong with bed. This is horrible, horrible customer service. I had contacted them numerous times and when I first contacted them I had seen no stains - it took them 8 days to have some look at it. I paid $900 for this bed and can not even sleep in it and not even had it a month. Are you serious and until I contacted you about this matter I got no response from any one at all about this matter. I had formally filed 2 complaints with them and never heard anything. Contacted the store 5 times and never heard anything. It seems as though because I contacted you they are refusing to replace the bed and do not want to work with me on this matter. How can a business function like this just take people's money and say to bad your loss. How can they just write it off. They would have to completly take it apart or trash it and not because of the stain. I would also hope they send you the pictures of how the bed is buckled in the middle and bulging on the side. This is like robbery just take the money and run even if it has defects.

 

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

Regards,

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

Business Response: BBB
Complaint Department
Complaint ID: ********

Thank you for responding to Ashley Furniture Industries, Inc. in regards to your complaint. I do apologize to hear about your dissatisfaction.

I am sorry but Ashley Furniture will have to stick to our original response in regards to replacing the mattress. Not only does the mattress have several stains which VOID the customers warranty but it is also not considered defective. Per our technicians measurements the impression on the mattress is only 3/4 of an inch on one side and 1/2 of an inch on the other side. Per the Sealy warranty all depressions under 1 1/2 inch are considered normal and are not considered defective. Due to the amount of stains and the size of the stains Ashley Furniture would not be able to send anymore technicians out in the future.

If you have any questions or concerns please feel free to contact me.
(********* ****** *********)

Thank You

Ashley Furniture Industries, Inc.
Corporate Office
**** *

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 85 yo mother was talked into buying a chair, it was never disclosed once the chair was received there was no refund.She was told it could be return My 85 year old mother bought 2 loveseats at Ashley furniture in ****** ***** at 9 PM on 6/19/14. I showed my mom a chair that may look good in her house and she was not sure about the chair. The sales person **** ********* talked my mother into buying a chair to add to her order and was told that it was returnable within 30 days if she was not happy. My mom was hesitate but was told it would be OK. Then she sent my mom away to the car while she filled out the order. The manager came to adjust the price for the item as well. We were never told that the chair was not returnable. The paperwork was signed by me and not her. I asked for copies of what I signed but was told I could come back and get a copy. But working full time and taking care of my parents with dementia made it tough to get back to the store immediately. The store was in a hurry as it was closing and the employees just wanted to leave. Once the chair was delivered on 6/22/14 at 11 a.m. we asked the delivery man if the chair was returnable and he told us ''yes'', call the sales person and ask for a credit and they will have some come out and pick it up. It would not be a problem at all. I called on Monday 6/23 and Tuesday 6/24 and I was told it was not returnable. No one would help me. I talked to a manager and after a 45 minute conversation, he wanted to charge me $60 to pick up the chair and then she would have the rest on credit. After more decision, he took away my $50 credit and gave us a $344 (The price of the chair credit). But again re just wanted our money back. We were never told about the no refund policy and I feel Ashley furniture has been dishonest and did not disclose the full agreement at the time of purchase. They have taken advantage of an 85 year old lady with dementia and I would like to report them for dishonesty. All I want is my mom's money back. No credit, just a return like we were promised. I was one the phone with many managers and no one was helpful. Very dishonest store!!! I understand there was something written on the back but it was in small print and not readable. For my mom it should have been read to her and told to her upfront. This store was bad experience. The chair was ******* Accent Chair 318.99 + 8% = $344.50. The order number ******** and payment method was Credit Card. I called customer service and they could do nothing for me, I am hoping you will be able to resolve this and get us our money back. The total order came to $2790.22. I am looking to take this to court if you are unable to get us our money back and take to the internet to get this resolved. I am hoping you will help my mother.

Desired Settlement: Request for a refund o my mothers credit card in the amount of the purchase. - The chair was ******* Accent Chair 318.99 + 8% = $344.50. The order number ******** and payment method was Credit Card.

Consumer Response: On Mon, Jul 14, 2014 at 2:22 PM, **** ******* ************************** wrote:

BBB,
 
Ashley Furniture Homestore contacted my mother and provided her a full refund of her $344.52. They applied it to the credit card. No other money was received. Thank you for all you did!!
 
**** **************************************************** **** *******  **** *** *****  ****** * *** *****

7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Queen size Sealy Posture pedic beds. The floor model was manufactured by Sealy. The ones I received were manufactured by Stonebury and are of an obvious inferior quality. They are also as hard as stones. The only similarity to the floor model is the tag that says it is a posture pedic bed. When I informed the store in *********, I was told that it takes a "few days" for the bed to "loosen up."

Desired Settlement: I would like actual Sealy Posture Pedic Beds and not a cheap knock off that says that it is manufactured for Sealy. If they are going to sell a bed, the floor model should match and be of the same manufacture as the ones they are selling. If the floor model had been of the same manufacturer or of similar quality, then I would not be making any sort of complaint.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

The ********* store manager has been in contact with the customer.  The store has offered the customer "in store" credit in the amount of $600 to use towards a new mattress. 

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

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,

 

**** ******

 

 

 

7/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture from Ashley Furniture in February 2013. I was told I had a one-year warranty. Furniture has been and is peeling/shedding since November 2013. I went to store in December 2013 and was given the telephone number for Ashley Customer Service. I called and made a complaint. Went to store again after no response. My mom called customer service again and was informed by Ms. ******** ***** that the couches should have been under warranty since I had made the complaint before the one-year expiration. Ms. ***** requested that I e-mail her pictures of the couches and the serial numbers which I did. To date, I have received no response, no repair and/or replacement of the couches. The store would not take responsibility and keeps referring me to their customer service. They have noted their system with my complaint, call and have acknowledged that my complaint was made prior to February 2014 (the one-year expiration).

Desired Settlement: I would like to obtain a refund so that I can purchase furniture at another place. If not, a credit would do for the amount of the purchase.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding **** ***’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.  According to our records, the customer purchased her items in February 2011.  The one year warranty would have expired in February 2012.  Ashley Furniture has been in contact with the customer and has requested additional information from the customer to which we have not received.  If the customer would like to provide us with the serial number to the units as well as detailed photos, we would be happy to review the situation. 

Ashley Furniture Industries

Corporate Office

**

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,

**** ***


ASHLEY has made no offers on this matter.  Message received on 7/1/14 and I returned the call to Ashley at ext. ****** on the morning of 7/2/14.  Left voice mail.  All documentation has been provided to Ashley on at least 2 to 3 occasions.  Will attempt to call Ashley again on 7/2/14.

 

 

Business Response: Upon working with Ms. ***, we have ordered some new parts to resolve the customer’s issue.  The customer will contact Ashley Furniture upon receiving the parts to have a trained technician install the parts.

7/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a sectional in Ashley furniture ******* ******* on April 17.Sales order *********, delivered on June 6 in my house. On the pieces of the sectional presented a defect in the fabric. We had called the Customer Service department, and a technician came to my house in order to fix the issue. He tried to do something but the defect is still there. Anyway my wife signed an electronic form to prove the visit. Then we called again to the Customer Service Department and sent some pictures of the defect. They told that this is not a manufacturin defect... Which is no true since other pieces are perfect. They sent the claim to the store but they did not take any action after one week.

Desired Settlement: Fix the sectional piece with the defect or change for a new one.

Business Response:

After the delivery of Mr. *********’ sectional, the customer came to our store requesting to return it while stating that it did not fit in the space of their home. We explained that per our return policy, which the customer signs and agrees upon during the purchase, we cannot accept furniture back after they have been delivered to the customer’s home. Mr. ********* then stated that there was an issue with the fabric, and thus we issued a service request to have a technician to go to the customer’s home and assess the situation, and to attach the material correctly on the back of the chaise.

 

Per our quality manager, this was not a manufacturer defect, but instead a customer perception issue. However, Mr. ********* was not happy with the result, and threatened to take legal actions.

 

Last night, on 6/30/14 the customer came to the store and spoke to our sales manager in regards to sending a different technician to go out to the customer’s home. After speaking the customer today, we discussed some other options, including to do an exchange of the chaise for a new one, which Mr. ********* accepted. He was also refunded the delivery fee of $125.

 

We have worked with Mr. ********* to try to resolve this issue since the reporting date on 6/17, and from a company standpoint, we have attempted to accommodate this customer in every possible way. Great customer service is a top priority for Ashley Furniture HomeStore, and we always strive to take care of every customer whenever an issue may arise.

Consumer Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* *********’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.  Upon review of the customer’s account, the store has authorized for the customer’s unit to be exchanged. 

 

7/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A piece of furniture was picked up from the Ashley Home Store, ******* *** yesterday.. I proceeded to go into the store for a complete refund which one of the store Managers';s '******' ( no card was give to me, just a first name was written on another manager's card), I was issues a $550.00 credit on my credit card which I paid and the rest was chaarged on a Ashley GE card--I received this am a email saying I had a credit, but also that I had a balance of $706 still on the card I returned this furniture, as far as I am concerned I own nothing-they tried to charge me the 60 some odd dollars for delivery I said no, this was not acceptable . This is not the way I conduct business. Unfortunately Ashley Furniture in ******* ** does. I contacted the Corporate Offices they said each store is separately owned. However when I spoke to customer service last week this was not told to me. Which is it? This is the question among many I ask as I have contacted GE and they have filed a dispute on my behalf.

Desired Settlement: To '0' out the credit card to show the original $3,000 , amount of the amount applied for.

Business Response: BBB
Complaint Department
Complaint ID: ********

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. I do regret to hear of your dissatisfaction.

After reviewing your complaint I see that a full refund including the delivery fee was processed on 6/29/14. I do apologize but it does take up until your next billing cycle for the refund to show up on your credit card statement. Please allow the time for the refund to show up.

If you do have any further questions or concerns feel free to contact me.
(Reference ********** *** ****)

Ashley Furniture Industries, Inc.
Corporate Office

**** ******

7/8/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture from Ashley Furniture in ****** ** on 6/14/2013. They Sold me a Protection Plan for in home cleaning and the salesman **** ***** told me that should furniture have any problems, since it was made by Ashley there are no problems to clean or fix with this warranty. Well when I contacted Gardsman, back in April they requested pictures, specific details about stains, etc. then I sent them everything requested, including service agreement #*******. Then they said they needed specific info from the store and it was given to them around the 10th of May , claim was made #******** and nothing has been done. I contacted the store they too were no help. The ottoman cocktail table broke it caved in when it was sat on since then. I feel that I have not gotten the service promised to me. Ashley furniture doesn't stand up for their guarantee nor does the protection plan I paid 169.99 for worth the paper it is written on.

Desired Settlement: I feel that the furniture is not worth the money I paid for it $2290.69 including the protection plan. The salesman stated that Ashley backs up their furniture well I want my money back! I have never I such a horrible experience in my life! They can have there furniture back and credit me.

Business Response:

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.

Ashley Furniture’s Sales Terms and Conditions are on the back of the customer’s sales invoice and are shown to the customers at the point of sale. The customers are required to initial the store copy, stating that they agree to them. Per the Sales Terms and Conditions it states: Neither AFHS or Ashley Furniture Industries, Inc. provide protection plans or extended warranties. However, you may purchase protection plans that are offered by third party companies that are not affiliated with AFHS or Ashley Furniture Industries, Inc. Please carefully read these plans before purchasing them. Your rights under these plans are described in the protection plan you purchase. These plans are not backed or supported by AFHS or Ashley Furniture Industries, Inc.  

We have contacted Guardsman on the customer’s behalf in an effort to try to help resolve the situation. We found that the customer was trying to claim multiple stains and damages at one time. The plan states that the accidental damage must be called in within 5 days of the specific incident that caused it. The customer’s claim is not currently denied at this point as she has not submitted the photos of the damage to the Guardsman Company. As Ashley furniture is not affiliated with the Guardsman Company, further details of the accidental damages will have to be addressed with them.

To address the situation with the ottoman, ottomans are meant solely for feet, and are not built to support the weight of a person sitting on it. The damage that occurred was due to the product being used as it was not intended to be used. This would be something the customer would need to discuss with their accident protection plan company.

With regards to the customer’s concerns for how the plan was sold to her, we will have the store manage contact her to discuss the situation. The customer should expect a call no later than Monday.

Sincerely,

**

Ashley Furniture Corporate Office

7/6/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 storage beds about 3weeks ago. One full and two twins. The full bed was delivered last week and they failed to completely secure the drawer track and did not have the low profile support foundation for the bed. Several conversations with the staff and each time confirmed the contents of that delivery. I informed them of the situation and was told it be another week for the delivery and at that time they will secure the drawer tracks. Several calls in between that time were placed and each time confirmed the contents and the instruction for that delivery (about 7 calls). Today they delivered the wrong support foundation for the bed, it didn't fit. It was too wide and hung over the side about 2 1/2 inches and the delivery team said they couldn't fix the issue with drawers as it wasn't on their work order. So again I called the store and talk to *****. She asked to speak to the delivery guy who refused to take the call, as he was busy waiting for another call. He did agree to take the call after he heard me relay the same message to *****. The drawers tracks are still not fixed. ***** confirmed that the track issue was on their work order and instructed him to fix it. The delivery guy stated didn't have tools. I spent 4k at this store and expect what they have promised. Update: I was told the box spring is correct and there is nothing they can do. It was normal for the mattress to hang over a couple of inches. The sale rep lied and told me that what I would be getting is a low profile support and this clearly isn't.

Desired Settlement: I want the rest of my furniture and a credit to my account of 200.00 which is the price I had to pay Sleep Train for the correct support for this type of mattress. I can provide supporting documentation for this purchase

Business Response: BBB
Complaint Department

Complaint ID: ********

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. After reviewing the customers situation the store credit the customers account on 6/20/14 for the cost of the box spring. The customer was happy with what the store had offered and should see the adjustment in her next months billing cycle.

If you have any questions or concerns in regards to this complaint please feel free to contact me.
(Reference ********** *** ****)

Thank You
Ashely Furniture
Corporate Office

**

7/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we have been going back and forth with ashley furniture for a long time and finaly they aggreed to refund my money but they said i have to give the bed set up first so they have pickup up my bed set boxspring& mattress for a full refund they took it from my home on MAY 13TH it is now June 19th at this point they have the furniture ,my money, and i am still paying on the credit card because they keep sending me a bill so as to not ruin my credit i have to pay last night i called again this makes 5 calls so far and they said they dont have all the paper work yet together a month and a half later in fact ashley customer service hung the phone up on me last night !!!! the worst customer service i have ever seen !!! if they cannot refund my money within 10 days i am calling my attorney and channel 9 news they love reports like these scam artists !!!! i have had it with these liers !!!! Product_Or_Service: 06/01/2013 Order_Number: ********* Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund i want my refund now !!!! it has been since MAY 13TH they have my bed my money and i am still making payment !!!!! i have nothing but a bill !!!!!!!!

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding **** ****** 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.  A refund has been processed and sent to the customer’s GE account.  The credit can take some time to process and post to the account.  The customer should see the credit in approximately 3-4 days.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

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,

 

******** * ******

 

 I ACCEPT THERE OFFER BUT THEY HAVE SAID THIS BEFORE 3 TO 5 DAYS AND IT HAS BEEN 7 WEEKS SO I WILL CHECK IN A COUPLE OF DAYS TO SEE IF THEY FOLLOW THROUGH WITH THERE PROMISE AGAIN !!!!!! RIGHT NOW AS WE SPEAK THEY HAVE MY BED & MY MONEY I HAVE NOTHING !!!!!!!

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a leather sectional from Ashley Furniture almost four years ago and it has already started peeling and cracking. I also purchased the Guardsman 5 year protection plan. Guardsman also denied my claim and refused to make repairs. The location I purchased the furniture from is no longer in business..

Desired Settlement: Ashley Furniture should replace or refund me my cost for the sectional since they guaranteed this was real leather and real leather does not peel.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* ********’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.  Upon receiving this complaint, Ashley Furniture Industries has made several attempts to reach this customer to further discuss the situation.  We have been unsuccessful in speaking with the customer. In an effort to move forward with this claim we ask that the customer please return our call at ###-###-#### Ext. ******

Sincerely,

Ashley Furniture Industries

Corporate Office

**

Consumer Response:

Better Business Bureau:

I have sent in additional document to the Ashley for complaint ID ********, and is still awaiting a review to resolve the complaint. I did not want to closed the complaint at this time.  

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

Regards,

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

 

 

Business Response:

Upon working directly with Ms. *******, we have offered her a reselection or in-store credit in the amount of what she paid for her original set.  At this time, she has accepted this resolution.

 

Sincerely,

Ashley Furniture Industries

Corporate Office

**

6/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a leather sofa set (Boulevard sofa, love seat, chair and ottoman) from Ashley Furniture under the impression it was genuine leather. After the purchase, the sofa started peeling at the seat leading to the entire sofa set peeling. It leaves huge chunks of plastic-like film all over our sofas and carpet, without even being used, leaving us the most unattractive sofas we never expected out of a product we paid so much money for. We have contacted the Ashley Furniture we purchased the sofa set from several times, but they keep claiming they are not responsible for the defect and it is not covered under warranty. They kept on claiming the defect is not their fault, but it is very obvious this defect is not a problem new to Ashley furniture, as similar complaints have been filed against Ashley Furniture over the past several years.

Desired Settlement: We would like Ashley Furniture to refund us IN FULL for our defective sofa set (Boulevard sofa, loveseat, chair and ottoman) in the amount we paid for it.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******** ******’s situation.

At the time this purchase was made, the customer had a 3 year leather warranty for any manufacturing defects. Upon review of their account through our Customer Care department, no claims were ever made regarding any issues. This unit is over 9 years old and the warranty has long expired.  After speaking with our Quality department, we have found no complaints have been filed about the series the customer purchased. Ashley Furniture will not be assisting the customer with this situation.

Sincerely,

**

Ashley Furniture Corporate Office

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the last 30 days I have purchased several pieces of furniture from Ashley Furniture. A dining room table which has come in and been noted by the service technician to be manufacture defective and Ashley has refused to return it and refused to issue a refund ( technician came out twice and noted that it is defective and nothing he can do). A entertainment cent that was installed improperly and damaged. Again a service technician has came out to try and correct it and was only able to adjust it the best of his ability ( technician came out twice ). Stating that to try and fix it anymore would cause permanent damage, due to the damage the installers had already done. A bunk bed set was delivered to my residence without all the proper pieces so was taken back on the 2nd of june. It was then delivered again on the 4th of june after arguments from Ashley and installed. Bed was poorly installed and unsafe for a child to be in, received attitude from customer service stating that it was signed for and is my problem when I called the same day. My wife was caring for our infant son and took the work of the installers that it was done correctly. Finally reaching a supervisor upon requesting this be corrected they agreed to send out a service technician. instead they sent out a driving team in place of a technician who stated he didn't have tools and couldn't fix it. Throughout this endeavor there has been constant poor communication and a complete lack of service and product guarantee. I was told by a supervisor ( **** )that Ashley policy is "no return after 72 hours" even if the product is stated by their own personnel to be defective and now during a request for return within the 72 hours I am still being refused. Multiple times I was told I would receive a call back and haven't. Multiple times I have been let down by their customer service and by far for their product line. In addition to these matters I have a sofa set that we paid for a full warranty on any tears or damage and I am struggling to get anyone to come out and do the warranty work. Stating each time it is someone else's department and no one having any idea on what they are doing. Stating they will pass it along or send an email to someone else. I am a service manager for a global company and the service that has been conducted would not pass in any organization let alone one that interacts with the general public. To say this has been unbelievably unprofessional would be an understatement.

Desired Settlement: Full refund and remove items from my home

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* ********’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.  Upon review of Mrs. ********’s account, it appears Mr. ******** has been working with a supervisor to resolve his issues.  At this time, we will be exchanging the dining room table and we have already picked up the bunk beds and chest.  A refund is being processed for those returned items.  The sofa in question was purchased in Nevada at a licensed agreement location.  The Ashley Furniture Corporate Office has no business ties with the location.  In an effort to try to further assist the customer, he was provided the contact information to a department who may be suited to assist with the sofa issues.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

6/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had purchased furniture from this store and we had purchased an extended 5 YEAR ELITE Protection Plan to avoid exactly this problem, we had already reported problems and called the protection center multiple times they came in and never completed the job and they would always state that our protection plan didn't cover any of the damages made to our furniture specifically when indeed the descriptive pamphlet I had received with my plan had stated that it covered basically ALMOST ALL STAINS AND DAMAGES. This protection "coverage" states it protects against all incidents when in fact in reported all incidents that needed repair and attention, it received only attention but absolutely no repair. And we always would get the same response "Your protection plan doesn't protect against that".

Desired Settlement: I at least would like my products to be cleaned and repaired as promised as we have proof we have called various times and have received no positive action. And if my protection plan truly doesn't honor any protection I would either like a full refund or exchange for another product so at least the manufacture can refurbish the product anyhow and resell it.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

We have reviewed the customer's denied claim with *********.  The customer was denied for no frame breakage and overall soiling.  ********* did send out a technician to inspect the units.  The technician reported there was no frame issues - frame and springs are intact. ********* is an "accidental" policy.

The damages reported to ********* are not manufacturing issues so Ashley Furniture Homestore will not be able to assist the customer.

 Sincerely,

Ashley Furniture Homestore – Corporate Office

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 read the response from Ashely furniture and i understand what he is explaining but the technician from ********* told us in simple words that the sofas had default springs and that he tried to adjust them but didn't work and he was going to report it to ********* i think ********* is not cooperating with their policy and not following as the technician said and still the sofas are getting worst

 

Business Response:

We did send out a courtesy technician and the parts were placed on order and customer should receive them by end of day Monday, June 16

 

6/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased mattress set from an Ahley Furniture retail store In ********** **. I call customer service 2 times already for my defective mattress and box spring. I was advised that the mattress and box spring was going to be exchange by a technician that came to my house to look at the product that I purchased. He said that both the mattress and box spring were defective. But than i got call from customer service that the box spring is the only thing that was going to be exchanged. Once the box spring was exchanged. We still had the same issued with the mattress. I called customer service ctr again and they had another technician come out again. And again the technician determined that the mattress was defective and needed to be exchange. Few days passed. I got call from customer service ctr and was advised that they will not exchanged the mattress because depth of the mattress was normal. I call customer service and was told that they couldn't do anything for me and need to wait 60 days again to have mattress checked again. When I asked were to complain. I was advised to complain to myself or to the store. I feel that i was lied to and wasn't treated with the respect i deserve. In conclusion I just want my money back.

Desired Settlement: As the a consumer i just want the company to obey by company policies. Also why does the company have technicians check out products and determine what needs to be done with the product and then the customer service dept determines something different. In conclusion i just want my a full refund.

Business Response:

Date: 5/22/14

 

BBB

Complaint Department

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

 

Complaint ID: ********

 

At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of service. We do regret to hear of your dissatisfaction.

 

Per the warranty booklet provided to the customer at the time of delivery “The Limited Waranties do not cover normal body impressions on a mattress of less than three-quarters of one in in depth.” On 4/22/14 an Ashley Furniture technician was that the customer’s home and measured the customer’s mattress finding no impressions. Our technician did find that the customer’s box spring was making noise and on 4/30/14 the box spring was replaced for the customer. The customer called Ashley Furniture again on 5/8/14 and scheduled a secondary technician to look at the mattress. Again on 5/16/14 Ashley Furniture sent out a technician to take measurements of the mattress. On this date the technician found normal body impressions of one-half of an inch which per our warranty is normal.

 

At this time Ashley Furniture would not be able to exchange the mattress but would allow another technician to come out and re-measure at the customer’s request.

 

Please feel free to contact me with any further questions/concerns.

(Reference ********** *********)

 

Sincerely,

 

Ashley Furniture Industries, Inc.

Corporate Office

 

 

SL

Business Response: BBB
Complaint Department

Complaint ID: ********

Thank you for responding to Ashley Furniture Industries in regards to your complaint. As noted in my previous response only the customers box spring was defective when the first technician was sent out and the box spring was replaced on 4/301/14. After the customer contacted Ashley Furniture Industries stating there was still a problem with the mattress itself we sent out a second technician. The second technician found the mattress was not defective. Please feel free to review the warranty booklet attached to your mattress which describes what would be considered defective on a mattress.

At this time no further actions with be taken but the customer may call for a third technician to review their claim.


Ashley Furniture Industries Inc.
Corporate Office


**

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.]



From the moment I receive mattress they where completely defected. As a consumer I could of returned the mattress within 30days. In this I did not because I figure the company would help me by helping exchange the mattress since I have warranty unfortunely it was not completely. Only the bottom part was replaced and not the mattress. I been having problems from the beginning and I not completely satisfied with what the company is responding.

Regards,

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

 

 

6/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Damaged merchandise and bad customer service Placed an order on 5/2/14 with a delivery date of 5/17/14 on this date 3 pieces of furniture ordered was damaged. After several delivery attempts I finally received all my pieces on 6/10/14 with no apologies from the owner/manager of the store. Finally received a call 2 weeks ago from the salesman telling me I would receive a $200 gift card for the inconvenience. To this day still haven't receive it or an apology from the Manager of the store located at ***** ***** ******** ** ******* ** *****

Desired Settlement: Feel that I should have been offered a refund for the item that took 4 attempts to be delivered instead of an gift card. Which is probably a gift card for the store!! After this experience I wouldn't want to make another purchase from this store(Ashley Furniture HomeStore) after bad business and customer service.

Business Response:

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.

Upon receiving the claim, the store has been in contact with the customer. She has been into the store and accepted $200 in gift cards and stated they will be returning to purchase a mattress set. The customer appeared to be very happy when she left.

Sincerely,

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

Ashley Furniture Corporate Office

Consumer Response:

[I was contacted by the Manager of the Ashley Store, and accepted the $200 gift card because they were unable to give me credit back towards my credit card. But I have no plans to make a purchase. Thank you for all your help with this matter.


**** ******

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,

 

**** ******

 

 

 

6/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were at Ashley store in ********* ******** ** two times: Both times we received the worst customer service one can imagine. 1st time we were there in April to shop for Tempur Pedic Mattress, ******** was helping us. He asked us to file for the credit line without even checking the store inventory. We wasted good TWO hours there in the store and then sales agent ******** found out that the mattress we picked is being discontinued and when I asked why he did not know about this beforehand, he had no clue about it. I asked that I want to talk to ***** *******, and gentleman ****** ***** kept on saying that he is helping customer and kept on fleeing away from the situation intentionally. That was Sunday and ******** ******* ***** was in that location for manager’s meetings. She stepped in spent good one hour explaining us the mattresses and their firmness and promised us that once the new line of Tempur pedic comes in, which is being expected within two weeks, they will owner the same price as the one we picked previously and it was 2800/-. So she requested us to wait for two more weeks. I kept on calling for 3-4 weeks and no response and the front desk customer service lady never returned my calls. I was called back again by ******** (5/19), that finally the new line was in store and when I went to check it out and once I picked the kind I liked, I was told that they will not honor the price they have promised last month. Matter of fact when I asked to talk to ***** *******, I was told that he will never honor this price and he started yelling at us and asked us to leave his store. He got up and yelled “Leave my store now!”. I was shocked at his poor customer service (especially being a manager) and when I asked him to calm down he did not care at all. And, to make things worse we had our kids with us and they heard the whole things and were asking why that man was yelling on the way home. They were shaken by the whole event. We requested to speak with ***** (******** *******) about the situation and now she is not reachable and will not return our phone calls either. We are very disappointed and never experienced poor customer service like this before. I hope somebody takes this very seriously and get back to us letting us know how this was handled.

Desired Settlement: ****** the ***** ******* has scared my children and and my kids ask baout this every now and then, that why he was yelling at us and wanted us to leave HIS store. Why did ********* asked us to apply for Credit card without checking the store inventory and wasted out 2 HOURS. Why no one on that store do not return the phone calls.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the 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.

 

Upon review of the complaint with upper management, ***** states she spoke with the customer on 5/20/14. She arranged a meeting with the customer on 5/24/14 at the ********** store location. She states they did not discuss the customer calling the store and not getting any answers. She went on to say that they never offered a price match on the new line. The customer left the ********** store on 5/24/14 appearing to be happy with the purchase and the shopping experience.

 

Sincerely,

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

Ashley Furniture Corporate Office

6/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I went to the store to look at furniture. We did take a long time to make a decision and looked at several options, so much that we were given another salesperson as the first one had to leave. While looking at furniture, we noticed one chair that was repriced $100 more than when we had first looked at it, which took it out of contention. Then, after making a decision on two chairs and a table, the price of the table was increased $38 after we had originally decided on purchasing it. What makes this so frustrating is that we filled out a credit application to purchase the furniture - dinging our credit - and then they increase the price. Talking to the manager did not resolve the issue and they refused to call the first salesman stating he was at a church event and couldn't talk to use. This is extremely dishonest sales practices. Seeing it happen twice in our visit makes us question how often they do this to customers.

Desired Settlement: My desired outcome is for them to stop doing this to customers. I can't believe we took out a credit report for absolutely no reason. What an unbelievable disappointment for a company based in Wisconsin.

Business Response:

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.

Currently we are looking into this situation with the store. We will provide a response as soon as we have more information.

Sincerely,

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

Ashley Furniture Corporate Office

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.

My comments are in black in response to Ashley's Furniture in pink.

Ashley Furniture:

After discussing this issue with the store, we have found that the store made multiple attempts to reach the customer over the weekend, but was unsuccessful.

***** ******:

Not true.  Upon reviewing our phone records, one call was made to us on 5/17 at 2:19PM from Ashley Furniture.  No message was left by Ashley Furniture.  This is not multiple attempts.

They did leave the customer a message today. Per the ***** *******, none of the chairs were re-priced while the customer was shopping.

***** ******

A message was left by ***, the original salesperson today.  One of the chairs was re-priced while shopping.

The store states the customer did change his mind and decide to go with a lower price point chair with the second salesperson. The second salesperson had to then update the suspended sale. The store is questioning if this is where the confusion is coming from.

***** ******

We did decide to go with a lower point chair, due to not wanting to extend credit.  No, this is not where the confusion is coming from.

In regards to the table issue, the customer was looking at different chair side end tables that were priced as a manager’s special with no further discounts. As for the table in question with the BBB, the salesperson realized that he did give the incorrect price earlier when the customer was in the store.

I can't comment on what a manager's special with no discounts is, but the table was priced at $112, which was repriced to $199 when we went to check out.  We were told we would get a "discount" of 25% to $149.  Frankly, why would they make that offer if it was a price with no further discounts?  This is extremely deceptive tactics.

The ***** ******* stated they will honor the price the customer was quoted if the customer still wants the items. We ask that the customer please contact the store back with regards to the message that they left him earlier.

Why wouldn't Ashley Furniture honor the price when we were in the store?  Why was Ashley Furniture unwilling to at least contact the other salesperson and ask him about it when requested?  Why, when I requested the salesperson contact me the next day, he didn't contact me?  Why was the other chair we looked at also re-priced?  How often does Ashley Furniture do this with customers after they sign up for a credit account?

We pulled out a credit account to purchase furniture and watched the prices increase.  The manager told me we were incorrect on the pricing of the items and acted like we were making up the information.  I now have a lower credit rating, a $4000 furniture account I don't need, and afternoon filled with several hours looking at re-priced furniture at a store two hours and 44 minutes away, round trip,  from my house.  A house, by the way, filled with Ashley Furniture.

Regards,

***** ******

 

 

Business Response:

Ashley Furniture Corporate Office has received conflicting information from both parties involved. Moving forward, in a good faith effort to try to assist the customer the store has offered to honor the incorrect price and enter the order if the customer still wants the items. This allows the customer to be able to sign the financing paperwork and pick up the same day. We ask that the customer contact the store if he still would like to proceed.

Sincerely,

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

Ashley Furniture Corporate Office

6/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 3 piece sectional on 2/14/2013 and for the last six months the fabric is piling extremely bad I spoke to my sales person and customer care representative who was rude and unprofessional told me that is from sitting on the sofa, exactly that's the reason for the purchase and I should buy a fabric shaver. Why would you use a fabric that have this issue if it's for daily use as in my case it's in my family room. All I am asking is for a refund or replacement. This will be the last purchase from Ashley after thousands of dollars spend I will close this account with GE Capitol.

Desired Settlement: Replacement or credit for a new sectional.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding **** ****’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.  After reviewing Ms. ****’s account as well as the photo she sent in to our customer care department, we have determined the pilling to be normal wear and tear and not considered a defect.  The customer can find this information in the warranty booklet under Upholstered Furniture.  This booklet would have been attached to the unit when it was delivered.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

5/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I visited this busineses mid March 2014. They had a current promotion that any price with a slash you could negotiate the price. My sales representative ***** ***** showed me some bedroom sets. He went off to bring my mom and I some information about financing. While he was away I found a nice set for 1139.00 around that price. He told me everything I saw on the floor came with it except the nightstand. I said ok ill negotiate paying the sales price if you include the nightstand with everything here. I saod if you can get it lower that would be great. He said ok ill take it to my manager. We then looked at queen mattresses. Once I decided everything I wanted he sent me to financing. I kept asking him what was the price and for a list of everything. He said I'm still talking to my managet no worries I got you taken care of Ms. *****. After being with **** in financing for about 10 minutes he comes back and say I took care of you I have to leave this young man has all the information and will take care of it for you. He told me for everything it was 939 for the bedroom items and he would take 10% off of mattress. I said ok fine thank you. I thought everything was ok. Whrn I recieved my furniture my nightstand was not included. I asked the movers what to do. They said call Ashley and curse them out they never get peoples order right. So I called Ashley thay said I had to call Acceptance since they financed me they could not pull my order. I spoke with **** I told her the storage that was to go under bed was not there and the nightstand was not there. She told me to sign off and they will take care of it. The sales rep ***** ***** said I never ask for a nightstand. Whrn I finally spoke with him he said he remember but he forgot to add it and he will give it to me for 15% off I told him no that was not right. I should not have to come out of pocket for his mistake. He said he would talk to manger and she would call me. She never did. I called corporate and they aaid the manager would call and resolve issue. She never did. I called Acceptance and Robin told me they messed up her furniture order as well and it took forever to resolve. ***** called me again and said that his manager would call me in 15 minutes but I signed off and **** told the manager that they walked me back to my selection and I checked off everthing I wanted which was a lie. Thr manager never did. When I called back she had left and told the evening manager I would be calling and to tell me they would do nothing because I signed off. I then called Acceptance and ask for their manager. I spoke with ******* ****** once and he was to have the issue resolved he never called me back. These people have lied and mistreated me and now I am stuck in a contract for something I am not satisfied with. They have displayed the worst customer service and something needs to be done.

Desired Settlement: I would like an apology and to have the things I ordered. I deserve the storage unit and my nightstand. It is not my fault the sales representative did not do his job to the fullest. You do not have to lie to people to make sales. He was in such a rush to leave that he did not fufill his duties. As for the Acceptance agents they should apologize for lying and should be written up or reprimanded in some way. Everyone involved should be reprimanded especially the manager she did not have enough respect to even call and address the issue.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* *****’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.  Upon full review of the customer’s account, there is no indication that a night stand or under-bed storage were to be ordered for this customer.  The original sale did not charge the customer for these items either.  Due to the misunderstanding by both parties, we would like to offer 50% off the purchase of the merchandise in question.  We believe this offer to be generous and fair.  Our store manager has made several attempts to reach the customer but has been unsuccessful.  The customer can contact the store to redeem said offer.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

** 

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On April 23 my Wife and I went to Ashley's to buy a family room set. We found a set and decided to pay cash with $900 down and the rest the next day. After we put the money down we found out the furniture couldn't be delivered for five weeks or more. They didn't even have it to sell, that being a big problem the next day we asked to just cancel the order. They said no problem a check for our $900 would be sent out and we would receive it within 10 bussiness days. On the 10th day we called and they said said it would be 5 more days before they would even process the check and we would receive it 10 days from them. We had just asked for the check back we talked to a "V Remley" and we were told no because of policy. My wife then talked to a "******" who was * ******* none of which helped at all.

Desired Settlement: Refund my money $900 ASAP and stop advertising product they don't have and can't optain.

Business Response:

Date: 5/13/14

BBB

Complaint Department

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

Complaint: ********

At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of service. We do regret to hear of your dissatisfaction.

Upon review of the customer’s claim, I have talked with the store and a check has been cut for the customer in the amount requested and will be mailed to the customer tomorrow. Please allow 7 business days for the check to get through the mail.

Please feel free to contact me with any further questions or concerns.

(Reference Kingswere SR# ******)

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**

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'm sorry but "****** ** *********" said the same thing three weeks ago and nothing happined. The problem is they do NOT stand by their word.

Regards,

****** *****

 

 

Business Response:

BBB

Complaint Department

 

Thank you for responding to Ashley Furniture Industries, Inc. in regards to your issue. After following up with our finance department at Ashley Furniture a check was sent out in the mail today. Again, please allow 5-7 business days to receive the check.

If you have any questions or concerns please feel free to contact me.

 

Ashley Furniture Industries, Inc.

Corporate Office

 

**

5/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ashley delivered DAMAGED and PREVIOUSLY REPAIRED furniture as "NEW". Ashley is unwilling to replace or allow return/refund, even though we were told by sales associate we had 5 days to return/replace. Also stated in writing "anyone over 18 can accept delivery", so the actual purchaser need not be there. Ashley's sub-contracted delivery service set up the table, assuring me it arrived undamaged and in perfect condition- yet they did not remove Styrofoam dust & particles from furniture so it would be visible to "see" any hidden damage. They promptly told me to sign a paper that showed they delivered the merchandise and satisfaction with their "delivery SERVICE & SENSE of courtesy/comfort", was okay. THEY AT NO TIME TELL ME TO INSPECT TABLE, nor was it thought to be urgent since my husband, who's name is on the purchase, would not be home from the firehouse to "see" the table until the following morning. Not to worry, we were told at ASHLEY that we had 5 days to return/replace it, right. Once the table was cleaned of dust and Styrofoam and viewed in sunlight, then multiple uniform fine scratches in an area of 8"X 16", a deep chip on side molding under the top, and 2 areas of "previously repaired" patches become obvious. The previous repairs were only evident from a particular angle in bright sunlight --yet then they were obvious and unsightly. I have been given the run around. Not contacted in 3 days by their promised "technician within promised 24 hours. And now customer service told me and my credit card rep in a 3-way phone call, they have "NO RETURN POLICY". I was rudely told to expect a technician in another 4 days and the technician will try to repair it to THEIR satisfaction, not MINE: WHAT??? I even purchased a 5 year protection warranty guard that I was assured would repair all future scratches, discoloration marks... and that WE would be satisfied with any repairs or they would replace the table. Now we are told our "NEW" table must only be repaired to THEIR standards. Product_Or_Service: Dining Table Order_Number: 400493170, martini d Account_Number: *********, with guar

Desired Settlement: DesiredSettlementID: Replacement I purchased the table and warranty because I liked and want the table BUT I WANT IT NEW. I want a replacement that it is in NEW CONDITION: NOT SCRATCHED, CHIPPED or PREVIOUSLY REPAIRED (and quite poorly at that)

Business Response:

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.

Since this claim being filed with the BBB an Ashley Furniture technician was out to the customer's home. The technician has deemed the damages as a delivery issue and an even exchange was entered into the system . The customer has scheduled the delivery for 5/14/14. Pending the customer accepts the delivery of the new table, the issue has been resolved.

Sincerely,

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

Ashley Furniture Corporate Office

5/23/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I was given a four hour window for delivery, 2:45pm to 6:45pm on 5/14/14. At 7:35 pm, I called the Ashley Store to inquire about my delivery, and received a very condescending response from the female who answered the phone stating, "the 4 hour window is really a courtesy. . ." I asked to speak to *** ***** *******. After about 5 minutes on hold, I was advised that "*****" *** ***** ******* would call me back. At 7:47 pm I received a call from Jeff, an Ashley representative who said that he agreed that I was not being unreasonable, but he had spoken to the delivery driver, and they were 10-15 minutes away. The furniture did not arrive until 8:26pm, almost 2 hours past their window for delivery. The driver apologized several times. I explained that I had to give away tickets to a movie because I was waiting for this delivery. Another gentleman stated that if I called and complained that I would get a coupon. I explained that I wanted my delivery fee refunded to me. After they left, I opened the 5 piece accessory set that I purchased to find it broken.

Desired Settlement: I want my $125.99 delivery fee refunded to me.

Business Response:

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

After bringing this complaint to the stores upper management and the delivery service, we have decided to refund the customer's delivery fee. The delivery service will be calling the Mr. ******* to further discuss.

Sincerely,
***** *******
Ashley Furniture Corporate Office

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,

 

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

 

 

 

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A little over three years ago, i purchase a power reclining sectional durablend sectional couch from Ashley. I bought the additional 5 year warranty also. Within a year and a half the durablend started peeling on the areas of the couch that are sat on regularly. I called Ashley and they said to submit a claim. I did that and the claim was denied claiming it is normal wear and tear. I went into Ashley and spoke to a manager and he said he couldn't do a thing since the warranty was denied. I sent a email through the Ashley website and someone was supposed to respond within 48 hours and no one ever wrote back. I called the Ashley store and again was told there is nothing they can do. So after all this it has been three years and my sectional is falling apart. Every time I get up off the couch I have to pick pieces of durablend off of myself. I spent over two thousand dollars on the couch and it didn't even last two years before falling apart. Clearly this couch is defective or mad so poorly that it shouldn't have been sold. Ashley furniture should be embarrassed and ashamed to sell something this terrible and then not do anything to fix the issue.

Desired Settlement: My sectional should be replaced or a credit given in order to buy another sectional that will last longer than a few years.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** *******’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.  Upon speaking with  Ms. ******* and reviewing photo’s that she was willing to send in, we have offered her in-store credit in the amount of what she paid for her original set.  Ms. ******* has accepted this offer and will be visiting the local retail store to make her reselection.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**

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,

 

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

5/21/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a living room set on or around 3/18/13 and i was told by the salesperson a couple of time that I was purchasing real leather even after my mom and myself especifacally ask him if the product was real or combine he told us it was REAL LEATHER also he explain the warranty sold to us by the name of GUARDSMAN completly wrong he told us the warranty will cover even ruptures done by us. not even a year pass by and the reclainers I bought start having mechanical problems also the leather was carcking and opening I call Guradmans inmediatley and the open a investigation that they closed by telling me I was sold a poor constructed product and that the warranty i paid was not going to cover, I proceed to call Ashley furniture and they made a appointment on 04/09/2014 wich they fail not once but twice at the third time of scheduling a appointemnt the inspector comes to the house and again in front of my mom and grandma reinforced what I was told by Guradsman and told us is a poorly constructed product. a week pass by and no answer from them I call corporate and the supervasor told me that there is nothing they could do since all their products are good, then she said to me after I ask her if she saw the pictures that she ask me to sent her, that she was going to call me back since she open the pictures and notice something wrong with the sofa. after that today is may 15 2014 everytime I call all the managers are on meetings and nobody returns my phone calls. in the meantime I purchased a poorly constructed living room set and also lied by the salesperson because I just found out this is not real leather is a durablend and i especifically told him that I was giving a living room set that I purchased at American Signature just a year ago to my sister and that was the reason to buying the new one and I wanted to be real leather and he told it was real leather and not to worry because I was BUYING THE GUARRANTEE. iTS REAL DESAPOINTING that my sister still have like brand new the one i gave her and this one with just not even a year with so many problems.

Desired Settlement: I will love for Ashley furniture to replace the product since i was told by Guardsman and the Inspector that I purchased a poorly constructed product.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ***** *********’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.  Upon review of the account, we would like to offer the customer a reselection or in-store credit for the amount she paid on the loveseat and the sofa.  The customer has been notified and is aware of awaiting credit at the homestore.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

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,

 

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

 

 

 

5/21/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a couch from Ashley Furniture Homestores, ***** ****** ** * ******** ******* ** ***** along with furniture protection plan I have protection plan for my sofa which clearly mention rip/tear/puncture are cover under that plan unfortunately I am not getting any positive response from them Guardsman as I was needed. While purchasing my sofa Ashely's sales executive clearly mentioned all these are covered under that protection plan. So here protection does not working so it would be better to cancel my protection plan and no point to keeping such useless protection plan. After writing a email to Store Manager; Store Manager agree to refund my protection plan money and give me confirmation email almost 2 weeks ago from now. Since then I am chasing store manager and every time store manager says ‘my office staff will contact you today and will do refund’ but unfortunately nobody contact me so far. I feel very disappointed as I have exchanged more than 15 emails to store manager but I haven’t heard anything. Now I am looking to my refund back as store manager promised me.

Desired Settlement: Now I am looking to my refund back as store manager promised me.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

We have reached out to the customer as the refund of the protection plan was completed by the store on 4/17/2014.

 Sincerely,

Ashley Furniture Homestore – Corporate Office

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,

 

****** ****

5/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchase a mattress and the foundation for it,. Product was deliver by the furniture store personnal and set up by them. The mattress after six months started shiowing indentation so we decided to contact the store by the beginning of March 2014 to have the issue resolve. Ashely technician came around 03/05/2014 he took pictures and use a string across the mattress to see how much indentation has suffer and took pictures. He said before he left our home that we will hear from Ashley in about 10 days. Ten days past by and no phone call. we waited another 5 days and nothing happened, so we decided to call back. Ashley said that they need to send another technician because some of them were fired. So we accepted to give them another chance to make it right. Well the second technician came and started to pulling to try to have the indentation disappear so my wife touched the mattress were the indentation were to see if the mattres has been "FIXED" and the technician said that he can not continue with the inspection and he left.

Desired Settlement: Wish Ashley will replace the mattress since is defective.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

We had a technician scheduled to the customer's home on 4/18/14.  The technician reported the mattress still meets Sealy's manufacturing specifications. The depressions are 1/2" on both sides of mattress and must be 1 1/2" to be classified as defective. We have advised the customer to contact Sealy to further discuss his mattress situation.

Sincerely,

Ashley Furniture Homestore – Corporate Office

**

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.

First, I do not accept what Ashley has to say because it is not true nor are all points touched upon.  Three service men came to look at the mattress and two of them completed the inspection of the mattress.  The two service men who completed the inspection had different numbers/measurements.  Also, the report says the mattress had the same indentation on both side which also not true, if you look at the photos they took it should show that one side is more compressed than the other. Also, the date of the mattress is 2008 and we bought in 2013.  When we decided to buy it we were told it was the newest technology which was also a lie.  The service worker who refused to finish the inspection did so because my wife touched the mattress to show him where the deepest indentation is in the mattress was and pointed out that what he was doing to the mattress was incorrect.  He became upset when my wife pointed out to him that he should not be lifting the mattress and placing it over the foot board before taking measurements. She also told him that he was basically fluffing up the mattress and that he was not going to get the correct measurement. To me it is unbelievable that Ashley who sold us the mattress and told us we had 10/20  year warranty is refusing to correct this situation.  Another thing about Ashley is they are not listening to everything we have to say.  The visible indentations is not the only problem we have complained to them about.  We have told them and showed them during the inspection that once someone lays in the mattress it compresses into a ditch where one can not turn to either side.  My wife even demonstrated the situation to the last service man but he would not get on it an said that they are not aloud to lay in the mattress.  Ashley needs to "FACE IT" the mattress is defective and needs to be replaced or give us full credit.  A mattress should not be like this in such a short period of time, LESS THAN A YEAR!!! My wife and I would not waste our time complaining if nothing was wrong with the mattress.  I hope Ashley does the right thing because we spent ~$6000.00 of furniture that same day we bought the mattress, including the bed.  It was on the Grand Opening of the ********* store.

Regards,

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

 

 

Business Response: Good Morning -

After reviewing the customer situation with the Sealy Rep. we will be offering the customer an even exchange of the mattress.

Sincerely,
Ashley Furniture Homestore - Corporate Office

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted the company on 3/7/14 about my new King Bed slats being broken and was orginally purchased in October 2013. There was no reason for the bed to be defective. I was told the new parts would be deliveried in a few weeks. Never received I called back again and was told they are backorder and nobody said sorry for not contacting you or anything. Now today 4/30 I contact the store again because I still have nothing and the slates are broken. The lady told me she will have someone bring them to me and setup. But would call back in an HOUR to schedule delivery. Never received call and I called back at 1:30pm. This is all very inconvient to me and I am very upset with how things have been handled.

Desired Settlement: I would like my items deliveried to me and an adjustment made to my bill for all this.

Business Response:

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.

Since the customer filed the complaint with the BBB, the situation of the broken bed has been resolved. The exchange was created on 4/30/14. The customer scheduled the delivery for 5/2/14. The drivers completed the set up on 5/2/14. I spoke directly with Ms. ******* regarding the lengthy wait for a resolution. For her inconveniences I have extended $200 in Ashley Furniture gift cards. The customer has accepted. We look forward to working with Ms. ******* in the future.

Sincerely,

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

Ashley Furniture Corporate Office

5/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been given several different dates regarding delivery, which is still not delivered. Unable to speak with supervisor. Poor customer service. My husband and I searched for perfect furniture for our first home. We were even willing to wait until May 7 for delivery, which was over a month after we ordered it, because we liked it so much. First we were told we could not get this delivered until May 7, which really should have been unacceptable to begin with. Then I called customer service to check on my status as the salesman told us that was a very long wait and we can call to see if we can get it earlier. I was overjoyed when I was told we would be receiving all 3 pieces we bought on April 30th instead because they were just sitting at the warehouse. Then I get another phone call saying oh no we can't deliver the ottoman until May 10th now. So I agree. Then I receive yet another call telling me now it will be May 21!!! When I asked to speak to a supervisor, ******** (no last name given) told me they didn't have one working until Saturday and she was the acting supervisor. I asked for customer service phone number. Called customer service only to be transferred back to the original ******** I spoke with resulting in nothing but time wasted. If I wouldn't have called in the first place we would be sitting on the floor in our brand new home for another month. We are still waiting on this ottoman, which is an important piece of the chair in which we wouldn't have purchased without the additional piece due to comfort. I feel that this is an unacceptable amount of time to wait for furniture. I would have never purchased the set if I would have known what awful customer service I would have to deal with. Who knows when we will actually get the last piece of furniture, which we paid full price for in March. I expect to have this amount credited back to me due to the unbelievable wait time. ******** told me she would have "someone" call me back because her boss is at a funeral, which I feel is inappropriate to tell me as that bit of information has nothing to do with me. Someone at this store or customer service who is a real supervisor/manager should be working in order to resolve this issue. Yet here I sit and wait with no resolution and no callback.

Desired Settlement: I believe we are owed the money back for the missing piece of furniture and I would like it to be delivered by the date I was given, May 7. I have been given way too many different dates without any offer to give us even a discount.

Business Response:

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.

The customer called in on 5/2/14 and spoke with a lead in the Customer Care department. After being phone conferenced in with the store manager, all 3 parties came to a resolution. Ms. ******** has chosen the option of a 20% discount on the ottoman in return for waiting for the ottoman to come into stock. Her delivery date is set for 5/17 and will continue to be monitored by the lead she spoke with.

Sincerely,

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

Ashley Furniture Corporate Office

5/13/2014 Problems with Product/Service | Complaint Details Unavailable
5/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a dining room set, bedroom set and an entertainment center along with 2 sets of lamps from the ****** Ashley’s, this was after a horrible experience at the ********** location in which the ****** store said they were going to make up for. Everything came on time except our 1 set of lamps which was told to us they would arrive on the 11th at the very latest and that they would most likely be there before the furniture or soon thereafter, when we called to check on the status it was told to us that they would not arrive until the 26th. We decided that was too long to wait for a lamp so we asked them to cancel that part of the order, they were reluctant to cancel due to it possibly already in route which I understood but they did. When we asked for them to refund the purchase price they informed us we would need to come in person to talk to the store manager about a refund. We asked many times for our sales associate or any sales associate to call us to discuss but never had a call back. We live over an hour away and value our time since I work a full time job go to school and commute to work and the last thing I want to do is to drive an hour to "discuss" our refund. The store in ********** cancelled and refunded over the phone thousands of dollars but the ****** store won't do it for 149 or whatever they were... It's the same company with some inconsistency.

Desired Settlement: I want my refund, I don't want to drive an hour to discuss... Just give me my money back for the merchandise I didn't get...

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

I show the customer received a refund of the lamps on 4/5/14.

 Sincerely,

Ashley Furniture Homestore – Corporate Office

**

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

Complaint: Dec. 28th 2013 I purchased a $1200.00 kitchen table/chairs from sales woman ****** ******.This was the first time I have ever been to Ashley Furniture. After my purchase I left the store and went home. I was called by Ashley Furniture and asked to return because they messed up my receipt and needed me to sign a new receipt. I said ok, no problem. When it came time for my furniture to be delivered the guys delivering it never showed up during the slotted time. I called and we had to reschedule for another day/time. When they showed up in my condo complex they stopped in the middle of the road and put the furniture together in the street. As they unwrapped the furniture pieces they left the trash in the street. It was a little windy outside so the trash blew down the street. I picked it up and as I was running down the street to catch the trash flying all over, they allowed more to keep blowing away. The entire time they put the furniture together I was chasing trash in the street from them. When the furniture was assembled and they carried it into my dining area, I noticed a ***** inside the cupboard instead of on the outside. The guys didn't speak any English so I asked them in Spanish why the ***** was inside and not outside and they said I would need to contact Ashley Furniture. I then noticed the matching cupboard was missing a ***** so my guess is they put the other one on wrong so I wouldn't notice it was missing. I contacted Ashley furniture and after calling at least 6 times I was finally mailed the missing ***** months later. I now just noticed one of the dining chairs is cracked. It looks as if someone tried to glue it after cracking it. No one has even sat in the chair since I bought it and there is no way it could have been cracked and glued in my house.

Desired Settlement: I would like the chair replaced. This set was not cheap and I should not have to have defective furniture for what I paid.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

I have contacted the customer requesting photos of the damages being reported.  Once we have received the photos we will be in contact with the customer to come up with a resolution.


 Sincerely,

Ashley Furniture Homestore – Corporate Office

**

Business Response: After reviewing the customer’s photos we would like to offer an even exchange for the chair.  We will be contacting the customer to schedule a date for this to take place.

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,

 

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

 

 

 

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

Complaint: First mattress and box spring purchase sunk in the middle. This was replaced after inspector determined product was defective. New product had the same issue, sunk in middle and box spring bowed. Inspector stated that the frame which is for a full mattress was standard for the full mattress. However Ashley now states the frame, which is the same, is not adequate and therefore voids the warranty. Frame is standard and has not been changed. The recent inspector reports previous frame had a middle slat which is u true. Have requested a copy of both reports as they are contradictory. I want a full refund.

Desired Settlement: A full refund or an upgrade at no charge.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** *******’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. 

After closely reviewing the technician’s report and discussing your claim with management, it has been determined that your ******* mattress has a non-supportive frame.  In the warranty information you should have received with your mattress, the “The Following Care Instruction Can Help Preserve Warranty Rights,” section states:

“Support your ******* mattress and foundation only with a frame that provides rigid center support as well as support for the head, foot, and sides for queen, split queen, king and California king size sets (as noted above).  For any queen or king frame that does not have a metal center support, you must use at least 5 hardwood (i.e., oak or ash) slats (1” x 4”) and add legs to the 3 center slats.  By not providing a sufficient supportive frame, damage can occur to the product and your warranty will be invalid.”

Ashley Furniture Industries is only the retailer in this case.  ******* is the manufacturer of the product and holds the actual warranty.  We recommend any further questions on the warranty be referred to *******.  They can be reached at ###-###-####.  Due to the above information, Ashley Furniture will be unable to issue a refund or offer an upgrade free of charge.

Sincerely,

Ashley Furniture Industries Inc.

Corporate Office

**

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 warranty does not speak to the frame for a Full Size mattress and box spring, which is what I have purchased from Ashley Furniture.
In addition,
at no time, either during the first inspection which subsequently resulted in the mattress being replaced, or the most recent inspection, was I informed that the frame was non-conformant.  
In fact the second inspection team stated that the frame for a full mattress need not have any middle slats for support.
So it is contradictory that they are now stating that this is the reason for the issues with the mattress.
The replacement was provided without any mention of an issue with the frame.
Had the first team of inspectors advised me that the full size frame for my full size mattress and box spring was inadequate I would have immediately purchased a conforming frame.
In fact the mattress was replaced with never any mention of the frame being a contributing factor to the issues with my mattress.
I am currently undergoing chemotherapy treatment and it is imperative that I have bed rest, the current mattress is not providing me with the necessary rest I require.




Regards,

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

 

 

Business Response:

Thank you for the follow up to Ms. *******’s issue.  Per the ******* Warranty card provided with every ******* mattress, it states that your ******* mattress and foundation should be supported with a frame that provides rigid center support.  This goes for all ******* mattresses regardless of size.  It continues on to state that additional support is needed for the queen, split queen, king and California King sets.  This particular warranty factor was missed by Ashley Furniture during the original inspection which resulted in Ms. *******’s mattress being exchanged even though the warranty should have been voided at that time.  The technicians used are there to only inspect and report the findings back to Ashley Furniture.  At that time, the report is then compared to the ******* Warranty Guidelines and processed in accordance to said guidelines.  At this time, the warranty has been deemed voided due to lack of support on the frame.  Any further warranty related questions would be best directed back to *******.  ******* can be reached at ###-###-####.

Sincerely,

Ashley Furniture Industries

Corporate Office

**

5/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On February 22, 2014, I went into the ********* ********** store to purchase a firm mattress and to take advantage of the Presidential sale. I clearly explained to the sales representative that I'm ** years of age and have had a number of surgeries not limited to back surgery so it's important that I purchase an extremely firm mattress to support my conditions. The representative had me to test several different mattresses and I actually fell in love with one of the "floor models". It was then that I also informed the salesman that I would be leaving town to visit with my ** year old mother for two weeks in ********* and would not return until March 11, 2014. The salesmen stated that they could not hold the mattress just for me for that length of time and if I didn't take advantage of the Presidential sale the price listed would be out the door. So, I unfortunately jumped at the opportunity of getting a "GREAT" mattress at a great price but when I returned to California on March the 11th the mattress that I actually tested in the store was not the mattress that was delivered to my home. I have not had a good night's rest since my return, and have been taking pain medication because I'm now sleeping on the FLOOR of my bedroom. I have been in contact with the store since my return: on the 21st of March they sent out someone to take pictures and followed up to let me know that there were additional items I did not purchase in order to support the mattress' firmness, and I have been informed by the company that California has a special law governing the purchase of a mattress yet I still have no idea what that law states. I have never heard of this but I thought if the salesman knew what I needed at the time of the sales why was this information not disclosed to me prior to or during the sale?! If there were additional items to purchase and the price of the items were not included with the pricing of the mattress why not disclose those extra items and cost so that I could have had the option to buy or walk away?! Everything that I'm being told now was not disclosed to me at the time of purchase. I'm told that I'm stuck with this mattress and there's nothing that can be done and nothing that the company is willing to do for me.

Desired Settlement: I desire that since the company didn't disclose the additional items that would make the mattress as firm as the one I tested; provide the additional items to me at no cost so the mattress can be firm enough to support my conditions, or, refund my purchase price so that I can find another mattress that I CAN sleep on.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

The store has offered the customer a reselection of the mattress.  The customer has reselected and delivery has been scheduled for Wednesday, April 23, 2014.

 Sincerely,

Ashley Furniture Homestore – Corporate Office

**

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January I went into the store & purchased a power chase & power recliner. The merchandise was delivered to me defective, the delivery driver told me that he would call cust serv and set up a tech appt because if I refused the merchandise, it would be deducted from their pay. So, a couple days later a tech came out and indicated it all had to be replaced. I received a call stating it would all be replaced, when the second delivery came, they only had the recliner back for the chase, so I refused. The third time they attempted delivery, when the driver called, I asked if both items were on the truck, he said only the back, so I advised for them to not come out. The 4th time they came out, the item was again defective, so I refused. I've contacted the sales rep and advised her of the whole situation and I advised I would report this to the Bbb, and she would just beg me not to do so. About a week ago, I called the store and spoke with **** a so called manager, he was very rude and unprofessional.

Desired Settlement: Want Ashley to pick up merchandise and refund delivery fee. Want a refund for this merchandise

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

The store has offered the customer a reselection of the furniture.  The date for the exchange to take place is Monday, April 28, 2014.


 Sincerely,

Ashley Furniture Homestore – Corporate Office

**

4/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On December 13, My husband and I opened a credit account with Ashley Furniture for a promotion that was being offered (Promotion: 12 months No Interest and a minimum of $150 visa card). During the transaction, I was told by ******, the young lady who processed our information, that the visa card would be sent in the mail within 6-8 weeks. This information was provided as she was trying to talk to her boyfriend who was standing at the counter with us. Once 6-8 weeks had arrived (the middle of January), I received a bill from the credit company, GE, but not my gift card. I contacted GE and stated my concern about the visa card and was told I needed to call Ashley Furniture because it was a promotion they were doing. While speaking with ******, she told me it was too late to receive my gift card because the promotion was over. She stated that I should have logged into their system to redeem my card and that the instructions were on a form she gave me. I proceeded to explain to her that the only thing she gave me was my bill and the d***very information. She then told me that it was MY FAULT that I did not check behind her to ensure that she had provided all the information. I asked to speak to the store manager and she told me that he was on an indefinite leave, which I found out later was not true. I asked for the phone to corporate office and she provided me with a phone number to the service department. I spoke with **** who called me back several times to try and rectify the situation (Ashley Store Credit: I will not be buying any more furniture from them), but the service department's mediation of customer complaints is limited. **** sent the first e-mails to the store manager (****) and told me I would receive a phone call within 48 hours from the store manager or the regional manager *****. This did not occur. As a result, I called back a week later and spoke to *******. During my 2nd conversations with the service department, ******* was extremely rude and I explained to her several times that her tone was demeaning and condescending. I requested a conversation with a supervisor. *******, stated she was a supervisor and later on I found out that she was not. Also, she told me that I could not speak to a regional manager and when I questioned why **** told me I could she stated that **** did not know what she was talking about. ******* did proceed to place a conference call on ****' voicemail stating my name and request for a phone call. One week later, I still did not receive a phone call. Now, we are into February (17-20). I called the service department again and spoke to *** (******). She told me that she could send an e-mail to a regional manager on my behalf and this is when I found out that ******* had lied. She sent ***** a message and told me that she would call me back when he responded. Within 10 minutes, I received a phone call back from *** stating that *****'s response was that the promotion was over and I needed to contact GE. I asked *** to send an e-mail while I was on the phone stating that I was extremely upset that I could not get a phone call back from a store or regional manager and that GE is not responsible. In addition, I asked that the e-mail state that I had a complaint against ****** because she is the one that failed to follow-through and as the customer I was being penalized for an employee's mistake. Once again, I requested a phone call from *****. As of 2/28/14, I have not received a call back from *** stating any response from ***** nor have I received a phone call from *****. As a side note, Ashley has the communication set-up so customers cannot contact a "higher-up" regarding customer complaints nor can you reach a store manager. I have contacted Corporate Weekly since January.

Desired Settlement: I would like a phone call from **** the store manager, ***** the regional manager or his boss, and my $150 visa gift card. In addition, I would like a formal apology from ****** who did not perform her duties accurately.

Business Response:

Date: 3/3/14

BBB

Complaint Department

Complaint ID: *******

 

Thank you for contacting Ashley Furniture Industries in regards to you complaint. I do regret to hear of you dissatisfaction.

Upon review of the customers claim she did not purchase during the gift card event. We have done a lot of research in regards to when this customer purchased and she was not within that time frame. I have spoken to the store manager who had offered the customer $150 in Ashley Furniture gift cards since she was so upset but the customer refused the gift cards. We will stand by the offer of $150 in gift cards and if the customer is still wanting those I would be happy to send those out.

 

Feel free to contact me with any further questions or concerns.

(Reference Kingswere SR# ******)

 

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

 

SL

Business Response:

Thank you for the follow up regarding Ms. *******’s situation.  At this time, Ashley Furniture will be crediting the customer’s GE Money account in the amount of $150.00.  This is to compensate for the Visa Gift Cards that the customer was inquiring about.  The retail store has made several attempts to reach the customer to discuss this option but have not been successful at reaching her.

Sincerely,

Ashley Furniture Industries

**

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 not received any phone calls from the store or anyone that has been replying to these messages. This being said, I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

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

4/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bait and Switch Tactics, Unwanted Credit Card, False Advertising, Manager Incompetence My husband and I have seperate complaints. Mine is the following: I spend three days in this Ashley store picking out furniture. Day one, we decided on a sectional priced at $1999 also during their 10% & 69 mo intrest free promotion. We explained we definetly wanted this piece with the financing promo and discount. The salesman wrote all the specs down to process the next day as they were closing. Day two we came back with measurements to look at other furniture for another room. The two peices we wanted were not available for 6 + weeks, so I needed to measure again for different peices. We again talked about the section we wanted and the salesman suggested that I get my financing done that day to lock in my intrest free promo. I did this and was approved for $6500. They were closing, so Day 3 we came back and decided on the other furniture peices including a sofa, tables, and chairs in addition to the section we picked on Day 1. As we go to checkout, he tells us that if we wait until thursday we can get 25% off and not just 10% off. I said that I wanted the 69 months intrest free as well though. He said that the next promo is 25% off but only 30 mo interest free. I said I didn't want that one, that we wanted to purcahse everything. Once he ran the numbers something was wrong. He quoted the sectional without the 10% discount. We asked about it, and he said that it is a manager's special and he can't give us any discount on that peice. I said that is unacceptable, he's known about this the entire time and even got the financing for it with this in mind. He said he'd check with the manager. He came back saying that the manager said not only can they not give us the 10% discount, but it also isn't able to be financed at 69 months because of it being a manager's special. Obviously, I was furious at the fact that A. I spent all this time for no reason, B. My credit was run unwanted given the situation, C. This is wrong on so many levels from an ethical standpoint and legal standpoint, with bait and switch and false advertising issues. My husband has additional complaints, as he is upset with how the situation has escalated and handled with complete incompetence after this event. He spoke to the customer service center, and the Regional Manager offered to handle the situation by accepting competitor pricing and interest free financing for 24 months. He told him to give the quote to the GM and they would handle it. However, when he send the information to the GM, they said that those prices are really good, they don't want to price match anymore and we should just go with the competitor. So, again a complete waste of time and energy with false promises from management.

Desired Settlement: The only resolution would have been to honor the Regional Manager's initial resolution offer of price matching in addition to 24 months interest free financing. However, at this point I have no desire to give my money to such an unethical business owner. I will be working with your competitor. What I want is for you to contact the GE credit card opened in my name and inform them that this credit was opened under false promises and needs to be processed accordingly. I want this credit to be c

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. & Mrs. *******’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.

Upon discussion with the Regional Manager, we have found that the resolution the customer is referring to is not the resolution as discussed and agreed upon with upper management.  The Regional Manger did agree to price match and authorize extended terms based upon Mr. *******’s first price match from the competitor. When Mr. ******* reached out to the store after speaking with the Regional Manager, he changed the price by going back to the competitor and having them beat our price match again. Please be aware that the price match from the competitor was not with extended financing terms as Ashley Furniture was offering. We have come to the conclusion that we will not be reaching out to this customer again.  We believe the compromise that the Regional Manager and the customer originally agreed upon to be more than fair and reasonable. We believe that if Mr. & Mrs. ******* are able to get a better price and terms at a competitor, we encourage them to accept it.

Sincerely,

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

Ashley Furniture Corporate Office

Business Response:

Ashley Furniture’s practices are far from illegal and far from the legal definition of bait and switch.  Our advertising is clear and the exclusions are clearly indicated. A miscommunication by an employee or misinterpretation by a consumer is not an indictment of an entire company. We appreciate that there was a misunderstanding and that it has caused an inconvenience and bad feelings about us as a company, we apologize for that, however our position remains firm that this was a miscommunication and in no way a reflection of the integrity of the sales associate, the manager or the Company.

 

Sincerely,

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

Ashley Furniture Corporate Office

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.

Your viewpoint does not negate the facts of this encounter. The facts which I have already stated validate this complaint and clearly we have not reached a resolution. 

Regards,

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

 

 

4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 bedroom sets and a family room set at the store during a "Managers Special" several weeks ago. The "managers special" was on a family room set (one of the 11 piece things) and included everything for a low price. It was a red couch set. We loved everything in the store with the exception of the rug. The rug given with the set was 5x7. We wanted an 8x10 rug that would fill the area. We worked with the sales representative and were told we could pay the difference in price for the larger rug. We picked a rug, and were told the upgrade price was about $200 I believe. When she put everything in the computer, she had to get a manager to come over and OVERRIDE the package for the pricing of the 8x10 rug (so we paid more). Well, the rug was shipped to my house, and when I went to unroll it, I saw that they sent me the 5x7 rug. I called the store and the very rude lady (who always answers the phone) told me that I only ordered a 5x7 rug, and that is what they sent me. I explained that I asked for, and paid for an 8x10 rug. I explained that the manager had to come over and override the price for the $200 extra for the larger rug (over the price of the "managers special"). I even talked to the new manager (who had just moved to the area) and heard about how he needed to buy new furniture, etc. I asked to speak to him, and the lady said he was with a Customer (this was on Sunday). She took down my number and said he would call me back shortly. Well, I called back later in the day and was told that he would call me back. It is now Tuesday night, more than 2 days after, and I'm still waiting for a return call. This is unacceptable.

Desired Settlement: I would like to bring this 5x7 rug back into the store and exchange it for the 8x10 rug I was supposed to get. The lady on the phone insisted that I paid for only the 5x7 rug. I told her to check her system because I paid MORE than the Managers Special price because I was supposed to get an 8x10 rug. She then said that the rug I ordered didn't come in 8x10. I told her that I was told it did. I said that if they can't help, I want the $200 back that I paid OVER the manager special price and then I want to bring the 5x7 rug back in for a refund because I can't use it - it is entirely too small for where I need to put it. I would like this taken care of ASAP.

Business Response: Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ***** ******’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.  After working with the retail store, they have agreed to allow the customer to return the current rug to the retail store location.  Upon receiving the rug back, the store will refund the customer the difference in price that was paid for the upgrade.

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/22/2014, I cancelled an extended warranty and Ashley store issued a credit of $99.99 to my Ashley account. The person who handled the credit ****saction, gave me a copy of the credit memo and told me she was going to send it to the bank right away. At the time of this writing, 2/12/14, this credit has not been posted to my account. In this day and age of electronics processing, a credit issued 3 weeks ago and not yet posted is unacceptable. Case in point, I submitted an online payment to my Ashley account on 2/4/2014 and the payment was posted on 2/5/1014. Evidently Ashley store management was not in a hurry to issue the refund despite the fact they had already processed the cancellation, by intentionally delaying the credit memo submission to GE capital retail bank. Needless to say, Ashley Furniture shamelessly conducted unethical business practices.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Submit the refund promptly to the bank, as they should have 3 weeks ago.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.

Upon review of this situation we have worked with our Finance team and the refund will be processed on 2/18/14.  I do apologize for all inconveniences regarding this delay of refund.

Sincerely,

Ashley Furniture Homestore – Corporate Office

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 manager called on 3/8/2014,  and said he processed the refund.  I told him I would check my account to verify that and hung up the phone.  I never said  the refund was completed.   I then checked my account online and still no refund.   As of this writing, the elusive refund has not been posted.  This business blatantly drags their feet in processing customers' refunds.  First, the clerk who processed the refund said she would submit the refund to the bank the same day.  Second,  corporate ofiice sent out the canned apology then stated they would process the refund on 2/18/2014.  Third,  the  manager reported to BBB that I was able  to verify the refund was completed, which was a lie.  How is  this business BBB accredited???

 

Regards,

***** ****

 

 

Business Response: Good Afternoon -

I have contacted the consumer to discuss the refund.  The customer has received the refund and he is now awaiting the gift cards.  I have contacted the store and they have sent out the gift cards and I asked that if he does not receive the gift cards within the next week to please contact myself here at the Corporate office.

Sincerely,
Ashley Furniture Homestore - Corporate office
**

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

Additional Notes

Complaint: Leather couch, loveseat and chair leather peeling

Desired Settlement: This furniture is horrible and the leather continues to peel and looks horrible. I want a replacement.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ***** ******’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.  After reviewing the customer's situation, we will be replacing the recliner, the loveseat and the sofa for this customer.  The exchange is scheduled for 4/23/14.

 

Sincerely,

Ashley Furniture Industries

Corporate Office

 

**

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. 


The furniture is to be delivered on April 23.  After talking with ****** *. I am very confident that this will happen. She has been wonderful to work with.

Regards,

 

***** ******

 

 

 

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Let’s start from the beginning. We were told that when we received the recliners we ordered, we were allowed to sit in them and make a judgment on if they were OK, or send them back for a refund. When the delivery people came, (April 8th, 2014), they were very rude to my wife. They wanted to open the boxes outside by there truck which I was not agreeable because it was raining. When they brought the first box up and opened it on the balcony, they brought in into the house, and when my wife asked to sit on it, they complained about it. My wife sat on it and found it uncomfortable and told them to take it back, but they bulked about it and said it was that way because it was brand new. The second recliner they brought in and put it in the room and quickly left for the billing information of delivery. We never had a chance to sit in the other chair by the time he came back for the delivery signature. Ashley didn’t keep their part of the deal because we were not given the chance to try the recliners or return them as per their contract! We were so disappointed with the delivery; we called Ashley Customer Care and talked to *** about the issue. They said that they would send us a gift card of $100.00 for our poor experience. The very next day, (1 day after delivery), we called about how terrible the recliners were because they actually hurt your body to sit in them. I am 70 years old and diabetic and after sitting in the chair approximately 30 minutes, my leg goes numb and I have to get up and walk around to get my feeling back. This is really a health issue for me, to suffer because of a defective recliner. My wife also has terrible back aches, leg aches and neck aches from the recliners, and also my wife hurts her hand from trying to move the side lever to close. We have tried both recliners to see if there was a difference but they are both the same. When we called the customer care again because they never called back like they promised, now they claim that we have to call the store where the purchase was made. We tried calling Ashley Furniture where we bought the recliners today, the 3rd day after delivery, and they tell us that the Furniture manager is off today and will return our call tomorrow. (4th day after delivery)! Doesn’t this seem suspicious, waiting past the 3 day contract? It is senseless to be stuck with recliners that we can’t even sit in because they hurt us. Also, I see that they never gave me a copy of this contract that has my signature on the customer order acceptance. Label are still on the recliners because we believed that they would keep their word of refund.

Desired Settlement: I want Ashley to come and pick-up these recliners and refund our money.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ******* *****’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.  After working with the retail store, they have agreed to pick up the recliners on 4/15/14 and will issue a refund to the customer once the items are processed back in the warehouse.  The customer is aware that the refund will not include the associated delivery fee. 

Sincerely,

Ashley Furniture Industries

Corporate Office

**

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,

 

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

 

 

 

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

Complaint: I ordered a rug from Ashley furniture in mokena along with about 3000 worth of other furniture. First off nobody told me that everything is basically non returnable. I didnt like a piece of furniture i ordered once i got it at my house. in order to send it back they basically made me purchase an entertainment center that was more expensive. It took them 5 days to call me back on that after i called each day. After that the rug from my order was on back order. it was supposed to be delivered on march 6th. It is now march 25th and i have been patient and called more than 10 times to try and get an answer. Other than them basically telling me they dont know where the rugs are or that it will be delivered next week(i think they just told me that so i would stop calling) my call has only been returned twice. Nobody has offered a date of arrival, nobody has offered to discount the price since i have been waiting for a month and on top of all that i got stuck buying a 560 dollar entertainment center so that they would accept me wanting to return a 280 dollar table when i was never informed that all sales are basically final.

Desired Settlement: DesiredSettlementID: Other (requires explanation) As a consumer i would like to know that if i get an unused item and change my mind i have the option to send it back if i call them later the same day. To me at this point with the terrible customer service i have been getting for an entire month they should discount the rug 50% off purchase price and agree to do an even exchange and credit the difference between the entertainment and the orginal returned table.

Business Response:

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.

Upon receiving this complaint we have been working with the store's upper management. The store manager spoke with Mr. ********* on 4/2/14 and they came to a resolution. The customer was issued a discount on the product. Mr. ********* stated he appreciated the response and that he will be back to Ashley for his future home furnishing needs.

Sincerely,

*****

Ashley Furniture Corporate Office

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 06/01/2013 i purchased a SIMMONS mattress & boxspring the sales rep told me about this set how good and firm it was and how it would last a good long time well not only was that a lie turns out it was one of the mattress set that was there lowest of qulity set so first off i was misinformed, now since that date i have had to have the mattress replaced on 2 different ocassions and now i need another new one i have called for customer service and there repair man came out to the house and tole me after the second one that if he was me he would not buy a simmons mattess again and that this mattress was there lowest in quality !!! so i went back to the store of which i had bough a lot of furniture from and i had several problems with all that furniture but thats another story in this case the store manager said all he could do was to send another one out or bumb me up to an upgrade for another $400.00 at that point i called customer service at the 1-800 # only for them to tell me they could not send another mattress out to me of the same kind becuase they are haveing to many problems with this pertucular mattress !!! so i call the store again and they still refuse to exchange with me for the mattress i want and at an even exchange for all the hassel i have been through ! all the 2 managers at the ********* store are willing to do is to get me to spend more money and now they said to me they would over ride customer service and send me another mattress same model of which the comapnany says in no good at all and should not be sold ! i have never seen such POOR CUSTOMER SERVICE TO A LOYAL CUSTOMER IN MY LIFE !!!!! the worst !!! Product_Or_Service: MATTRESS & BOXSPRING Order_Number: 500764090 Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) at this point after being called by several managers trying to get me to spend more money and not willing to help and even worse trying to over ride there own customer service and send me another sub par mattress that they no will not work i do not want anything from ASHLEY FURNITURE STORE AGAIN I WANT MY MONEY BACK SO I CAN GO BUY A GOOD BED OF WHICH I CAN SLEEP ON !!!!!!!!!! CASH REFUND OF ALL THAT I HAVE SPENT FOR THE MATTRESS & BOXSPRING PL

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding **** ******’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.  Upon review of the account with the store, the customer was offered an upgrade to the next level mattress for no charge but unfortunately the customer was asking for a mattress that was much more expensive than what he paid for the mattress in question.  We are willing to either exchange the mattress or allow the next level upgrade, but per our terms and conditions of all sales being final, we are unable to offer the customer a refund of the mattress and box spring. 

Sincerely,

Ashley Furniture Industries – Corporate Office

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Business Response:

Thank you for contacting Ashley Furniture Industries.  We appreciate the follow up regarding **** ******’s situation. 

Ashley Furniture has given the customer 3 different options to resolve the issue.

Option 1:  Exchange the mattress

Option 2:  In-store credit for the amount the customer paid for the original mattress

Option 3:  Free upgrade to the next level of mattress in the series

Per our last conversation with this customer, he changed his mind on the exchange.  He feels that the mattress will continue to have issues.  As Ashley Furniture is not the manufacturer, we cannot comment on the quality/durability length.  These questions may be best answered by Simmons.  The customer can reach Simmons by calling ###-###-####.

At this time, we do feel our offers have been more than generous and stand behind the offers presented.  We also stand behind our no return policy to which the customer would have been advised of by the store as well as the paperwork provided at the time of sale. 

Sincerely,

Ashley Furniture Industries

Corporate Office

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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