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In Wisconsin

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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:

  • 351 complaints filed against business

Factors that raised the rating for Ashley Furniture Homestore include:

  • Length of time business has been operating.
  • Response to 351 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

351 complaints closed with BBB in last 3 years | 131 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 5
Delivery Issues 40
Guarantee/Warranty Issues 12
Problems with Product/Service 280
Total Closed Complaints 351

Customer Reviews Summary Read customer reviews

17 Customer Reviews on Ashley Furniture Homestore
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 16
Total Customer Reviews 17

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
Ms. Sara Johnson, Customer Service Mr. Ira Peters, Operations Mgr. Ms. Becky Arneson, Customer Service Manager
Contact Information
Customer Contact: Ms. Becky Arneson, Customer Service Manager
Principal: Ms. Sara Johnson, Customer Service
Principal: Mr. Ira Peters, Operations Mgr.
Business Category

Furniture - Retail

Products & Services

Ashley Furniture Homestore offers the following product(s): This company provides home finishing & accessories including Simmonds bedding, financing & delivery services.

Alternate Business Names
Ashley Furniture Ashley Furniture Store Rockledge Furniture, LLC

Additional Locations

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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)

7/28/2014 Problems with Product/Service
7/25/2014 Problems with Product/Service
7/23/2014 Problems with Product/Service
7/22/2014 Guarantee/Warranty Issues
7/22/2014 Problems with Product/Service
7/21/2014 Guarantee/Warranty Issues
7/20/2014 Problems with Product/Service
7/20/2014 Problems with Product/Service
7/14/2014 Problems with Product/Service
7/14/2014 Advertising/Sales Issues
7/13/2014 Problems with Product/Service
7/13/2014 Guarantee/Warranty Issues
7/12/2014 Billing/Collection Issues
7/8/2014 Guarantee/Warranty Issues
7/6/2014 Delivery Issues
7/2/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/20/2014 Delivery Issues
6/7/2014 Problems with Product/Service
6/7/2014 Advertising/Sales Issues
6/1/2014 Problems with Product/Service
5/27/2014 Advertising/Sales Issues
5/26/2014 Problems with Product/Service
5/26/2014 Problems with Product/Service
5/23/2014 Delivery Issues
5/22/2014 Problems with Product/Service
5/21/2014 Advertising/Sales Issues
5/21/2014 Guarantee/Warranty Issues
5/20/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service
5/16/2014 Delivery Issues
5/13/2014 Problems with Product/Service
5/6/2014 Problems with Product/Service | Read Complaint Details
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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

**

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

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,

 

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

 

 

 

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

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

Complaint: 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

**

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

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

**

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

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

**

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

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,

 

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

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

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,

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

 

 

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

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

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.

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

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
**

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

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

 

***** ******

 

 

 

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

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,

 

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

 

 

 

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

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

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

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

**

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

**

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,

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

as per there store options ,,,options 1 free exchange they have no choice but to do that its a 10 year warranty as for option 2, store credit i would never buy anything from Ashley furniture again there product it terrible but not as bad as there customer service ,option 3 ,, there upgrade is selling for $100.00 less then what my mattress is selling for right now in the store so that is not an upgrade also the mattress is hard as a rock like laying on a piece of 4/8 plywood hardly an upgrade !!!! unresolved issue F RATEING  CUSTOMER SERVICE !!1 ITS CALLED BAIT & SWITCH !  i have a call into simmons and also a letter written to the corprate office explaning who they have selling and misrepresenting there products ! IT WAS THERE TECH WHO TOLD ME THIS MATTRESS WOULD DO THIS OVER AND OVER AGAIN yet they still sold it to me knowing it was not a good mattress only showing POOR TRAINED SALESMAN AND POOR CUSTOMER SERVICE !!!!!!

Thank you ******** ******

 

 

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

4/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My mother placed an order for a medium rug item number ******* on 2/27/2014. She was told the item could be picked up from the store on 3/5/2014. The item is still not available. I went in the store for the second time on 3/22/2014 almost a month later and spoke with the manager ***** ***** and expressed my concern. We have not heard from Ms. ***** regarding the follow on this complaint nor do we have the rug we ordered. This is unacceptable.

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.  We have arranged to have the item available at the retail store for the customer to pick up at her convenience. 

 

Sincerely,

 

Ashley Furniture Homestores - 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. I picked up the item on 4/4/2014. Thank you for your assistance with this matter.

Regards,

 

**** *******

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

4/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch thru Ashley about a year ago. When the couch was delivered a year ago the delivery men sliced my leather couch with a box cutter. I called an hour later when I saw the cut and was promised a new cushion. Well a year has passed with many phone calls to the insurance company and Ashley, and still no new cushion. I was just advised that they will not be sending me a new one since I moved from the original drop off location. I am not willing to continue to pay off my bill if this matter is not fixed. I would prefer a full refund and they can take the amount of money I owe from their damaged merchandise!

Desired Settlement: I would like a refund of the money that we paid for the insurance and the rest of my bill written off.

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 reviewed the customer situation with the store and we have offered the customer 2 options -

Option #1) $200 credit to their GAFCO account

Option #2) $150 in gift cards to use at the Homestore

The customer has also received the parts to repair their unit on 3/5/14. If the customer is needing assistance with the parts to repair unit please contact the Corporate office to schedule a technician.  The phone # is  ###-###-#### and please reference SR#******.

Sincerely,

Ashley Furniture Homestore – Corporate Office

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

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

Complaint: March 25, 2014Ashley Furniture Industries, Inc. Attention Customer AffairsOne Ashley Way Arcadia, WI, 54612-1218 To whom it may concern:As I sit on hold to ask for an address to send this letter, a recording expounds, "Ashley Industries sixty five years of exceptional customer service". My personal experience could not be further from the truth. It is my understanding that the store I am writing about is an independently owned and operated entity (meaning they are licensed to sell your products). As I write, I do not expect that I will ever receive any more than a standard "we apologize", or "we will take corrective measures", but I am keeping my fingers crossed that for once, management and anyone who still cares about customer service will listen and deliver more than lip service. If I were ******* ******, I would be deeply offended that any customer has had such an experience with trying to buy a product that carries my family name. Or maybe, just maybe, this letter will show up in a corporate training module during the company's yearly sales conference, as a case study on how not to treat a customer.On Saturday, March 15, 2014 I visited the Ashley Furniture Home Store at **** ******** ** *** ******** ** *****, my salesperson was ******. ****** was patient and took time to answer my many questions regarding pricing and availability. I opened a credit line through GE Capital and purchased the following: (see enclosed invoice, and sales receipt)Candle Leaner Mirror MahoganyOne Drawer Night StandChest4pc King Bedroom (Dresser/Owingsville/Black; Mirror/Owingsville/Black; King/Cal King panel HDBD/FTBD; King panel Rails/Owingsville/BlackProtection PlanDelivery FeesPlease note that for each item listed above, all have HOME DELIVERY with the exception of the candle; as I took those with me..Before leaving the store, the customer service agent deleted the $59.99 delivery fee for the leaner mirror indicating that the salesperson should not have charged me a separate fee in addition to the $125.00 delivery fee. He highlighted it and assured me the adjustments would show up on my final billing statement.Having reconsidered my purchase, I returned to the store on Sunday, March 16, 2014 to make an exchange. I recalled seeing the mirror I selected still on the showroom floor with a red "sold" tag now affixed. I returned the One Drawer Night Stand, Chest and 4pc King Bedroom (Dresser/Owingsville/Black; Mirror/Owingsville/Black; King/Cal King panel HDBD/FTBD; King panel Rails/Owingsville/Black. I then purchased the following: (see enclosed delivery receipt)APK-B580-KPBKing Panel Bed$499.00When I left the store for the second time, it was my understanding that the items would be delivered on Friday, March 21, 2014. On Wednesday, March 19, 2014 I received a text message confirming that delivery would commence on March 21, 2014 between the hours of 12:15pm and 4:15pm. I took time off from work to be at my residence to receive the items on Friday, the 21st. The delivery men arrived shortly after 2:00pm, were more than cordial and executed the delivery and set up. One problem, the mirror I purchased was not with the delivery. The delivery techs explained it was not on the order and to contact the store. I contacted the store on Friday, March 21, 2014 at 2:30pm. While I cannot recall the young man's name who initially took my call, I do know that he is a black male, I'm guessing in his mid-twenties with blonde colored hair. I remember him vividly as he was the customer service agent who assisted my check out process during the initial purchase. As I explained the issue of the missing mirror, the young man began to tell me that the mirror was an in-store item and was to have been taken. When I explained that this was the first time I'd even heard such, and asked to speak with a manager he responded by beginning to offer a delivery refund. I insisted to speak to a manger and was told rather flippantly, "Ma'am I am only telling y

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the mirror made availaible to me and delivered at no further or additional cost to me.

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 BBB claim, we have been working directly with the store.  The manager has agreed  and arranged for delivery of the new mirror.  To further satisfy the customer, the manager has extended $200.00 in gift cards.  Ms. ****** indicated she was satisfied with this resolution and will be working with the store on the delivery.

 

Sincerely,

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

Ashley Furniture Corporate Office

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

4/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a TempurPedic Mattress from Ashley Furniture, after 3 months the mattress was broken down and completely sunk in. We called Ashley to get our money back. They refused and said we had to deal with TempurPedic. We called TempurPedic and they only would replace our mattress, not refund our money, and said we had to deal with the Ashley store we purchased it from to get our money back. Before the mattress was replaced by TempurPedic they told us we needed a certain boxspring to maintain the warranty. So again we spend more money through Ashley Furniture. After it was replaced, the same thing happened to the mattress. It broke down. So again we contacted the manager of the Ashley Furniture store we purchased it from, they refused to refund money saying we signed a no return on mattresses policy. I said there isn't anything about no return on DEFECTIVE mattresses. Once again they sent us back to TempurPedic. Ashley Furniture is the company we paid. They have our money for our purchase, and we simply want our money back.

Desired Settlement: We simply want our money back in full from Ashley Furniture which includes the mattress and boxspring, the amount of $3129.57

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.

After reviewing the situation I have been in contact with *** ******** ******* who is working with Tempur-pedic to get a resolution for this customer.

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

Business Response:

The store and Tempur-pedic has attempted to reach out to the customer.  The customer will need to work with Tempur-pedic for a resolution.  At this time we are unable to refund the mattress as this is between the customer and Tempur-pedic.


Please have the customer contact Tempur-pedic for resolution.

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.

I have not received any contact from Tempur Pedic. We have gone back to Ashley Furniture because they are the company that has our money. We paid them for the defective mattress. And simply want this resolved with our money spend returned to us.

 

Regards,

***** ******

 

 

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

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

Complaint: We purchased couch, loveseat and recliner on 2/27/14. We picked up from warehouse directly on 3/10/14. After checking our sales receipt we were asked to inspect the 3 pieces. Lighting was very poor and the 2 people did not give any instruction as to what to look for. We looked for the basic tears, holes or damage. It was never taken out of the cardboard that was underneath the pieces. From what we could see everything looked ok. Upon arriving at home and unloading and unpacking each piece starting with the recliner, when we took it out of the box a nut fell out which we don't know where it belongs. Then we proceded with the loveseat. After unwrapping it we discovered we were missing the screws to attached the feet. It was 1030pm which was to late to call the store. After checking over the bottom we found it does have a corner tear right on the bottom edge. We then took the couch out and discovered it also has a corner tear on the bottom edge and can feel wood chips sticking out of the back and a staple. This will intail it will rip the fabric or put a hole though it. After setting everything up there is a very distinct smell/odor coming from each piece. The smell makes your nauscious. And has now made our son very sick. We both work full time and today was the first chance we have had to really enjoy our furniture and look it over. Upon other issues are: the stitching is coming unstitched, there is batting coming out from under the fabric on the arms, different padding in loveseat cushions on back which make them different heights. We called the store today 3/15/14 and spoke with manager and he advised us that there is a 3 day policy to call with complaints. No one ever informed us of this and he said he doesn't believe that the warehouse would let these pieces go with all these issues. I had to sign off at time of pickup but was never informed what I signing other than that I was picking up the merchandise, nothing more was explained and I was never given a copy of what I signed. No one wanted to communicate anything or even talk to us. I have pictures on my phone from the night we opened everything and the holes on each piece. I have also taken pictures of some of the issues that we called about today. We are very disappointed and sad that the quality and workmanship is very poor. These pieces were not cheap but are very cheaply made. The frame is not even wood it is made out of 3/8 chipboard. And the customer service is not very helpful. They advised me I paid cash for these items and I did not. I used my card over the phone as we live in ******** and phoned in the order. They took the money out of my account within hours of placing the order. Also, we were told that they would give us the extended warranty at no cost and did charge us for it under the category to them called ****** ***. We just want to return the furniture to the store and receive full refund credited back to us immediately.

Desired Settlement: I would like to be able to return furniture to the store and full refund credited back to me the same way I paid immediately.

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 this complaint, we have worked side by side with the store for a resolution. The store manager has been in contact with the customer. They discussed the length of time it took customer to contact Ashley Furniture regarding the damages. The store manager has agreed to pick up the items and process a refund. The pick up is scheduled for today.

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 will not accept and close this complaint until I recieve my full refund as stated.

Regards,

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

 

 

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

3/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I made a large purchase from Ashley on 6/22/2013. Furniture, bedroom sets, mattresses…. I also purchased several extended warranties. The ones that I am referring to in this complaint are for "mattress protection plans." One for a queen mattress which cost $119 and one for a twin which was $99. Let me give some background. Part of my purchase was 14 piece queen bedroom set and a 14 piece twin bedroom set. The salesman also recommended upgrading the mattresses to memory foam for an additional charge. Which I did. Then he recommended getting the mattress protection plans to cover the new mattresses. He made it sound great. "Better safe than sorry." After the mattress was delivered I started having trouble with the queen mattress. Each morning that I woke up I was having bad back pain. This continued and got worse as time went on. I never adjusted to it. I needed to get a replacement. I saw on the back of the receipt that there is no returns on mattress. While I understood, I am disappointed that a company does not stand behind the products they sell. So I ended up giving away the mattress. I called Ashley to see about getting a refund on the mattress protection plan, since I no longer had the mattress. I was told that there are no refunds on items once they leave the store. I repeated that I only wanted a refund for the mattress warranty. I was told that the mattress pads I received were the warranty and they left the store. That was not what was described by the salesman whatsoever. I could have bought a mattress pad for a fraction of the price. I was lead to believe I was buying protection. The salesman was misleading about the coverage on the mattress. The other warranty I purchased (********* ***** protection) is also not as grand as he described either. Though I understand that is another issue not related to this complaint. Only mention it out of frustration. There should be truthful and accurate information given when purchasing. Not given speeches about how wonderful the protection plans are by the sales staff and then learning they are not as described. I purchased about $6,000 in furniture that weekend. Happy with most of the furniture except the memory foam. Was impressed by the selection in store as well as competitive price. However, the issue regarding extended warranties is troublesome. Would like to continue to have business in the future.

Desired Settlement: I would like a refund for the mattress pads (protection plans) $119 and $99. I already paid for a mattress I can't sleep on. Though I believe the pads being described solely as "extended warranties" was misleading.

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 would like to offer $150 in gift cards to the customer as I am unable to refund the mattress protection plans due to a no return policy regarding mattress/mattress protectors.

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

Business Response: Good Afternoon -

Per the ******** ******* ** they will honor his gift cards at the ****** Homestore with no exceptions. 

Thanks,
Ashley Furniture Homestore - Corporate Office

Consumer Response: On Sat, Mar 22, 2014 at 1:05 PM, ***** ******* ********************* wrote:

I received the gift cards from Ashley in the mail today.  As a result, I would like to close the complaint.  Thanks again for your time and help in this matter.
 
***** *******

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

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had bought some furniture from the ********** location months ago and was promised that I could choose my own delivery date so that I could be there. When they called they said that it depended when the delivery guys where in y neighborhood which happened to be the day I was working, since my mom would be there I was promised that they would be respectful and courteous to her since she is disabled and cant use one of her arms. I was told by my mom that they did NOT OPEN the boxes for her to inspect the merchandise and the delivery guys were ignoring her and the request she made! I was also told that they would set up the lamps since they made the scheduling error and she would not be able to do it herself! When I got home I checked the merchandise and the lamps had scratches all over it, the felt at the bottom was ripped, the headboard was chipped, and the coffee and end tables had scratches ALL OVER IT. After several calls and several hours of wasted time, I finally got them to agree to send me the NEW tableware sets ( plates, bowls, cups, etc.), have the delivery guys SWITCH and PUT TOGETHER THE LAMPS (even though they usually do not do so) at THEIR EXPENSE. I wasted another full off day waiting for the delivery guys to show up, they came 3 hours late and again WOULD NOT SET UP THE LAMPS, even though I was promised by their manager that they would set them up. One of them ended up swearing at me in Spanish and straight out lying to me about not having a way of contacting their boss manager! Now I was promised by both the corporate manager and supervisor of the ********** location that I would receive new kitchen sets, and the trays that I was promised in exchange for one of the items that came in the living room set! It has been months and I have not received the NEW KITCHEN SET, NO TRAYS, NO GIFT CARD FROM THE DELIVERY COMPANY, AND ALL OF THE SUDDEN THERE ARE CHARGES OF OVER $300. CHARGES THAT APPEARED A MONTH AFTER MAKING THE INITIAL PURCHASE EVEN THOUGH I HAVE NOT MADE ANY OTHER PURCHASES AND I HAVE NOT BEEN ABLE TO GO BACK! I have tried calling the ********** location several times, like I was told by customer service, to try and speak to a supervisor, but after waiting at least twenty minutes I am ALWAYS TOLD THAT THE SUPERVISORS ARE "ON THE FLOOR" AND TO LEAVE A MESSAGE ON THEIR VOICE MAIL AND THAT THEY WILL GET BACK TO ME WITHIN 48 HOURS! I still have not received a phone call or email even though I have left at least three different voice mails, and left messages with one of the staff at that location! This is getting ridiculous I have been lied to by the sales person, supervisor, corporate manager, and the manager at their delivery company! I want the random charges that appeared in my statement, that did not specify what they were even for, to get taken off, and I want the items that were promised to me!

Desired Settlement: They should be replacing the items that they promised to replace and adjusting the amount owed since a random amount appeared without me making any extra purchases! Also the manager from their delivery service company promised me a $100 gift card for the delivery guys rudeness, tardiness, and attitude that he took displayed with me as a customer

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 store manager has been attempting to reach the customer, but has been unsuccessful in speaking with her. He will continue to try to make contact with her. We will update the BBB as soon as we have more information.

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 they can contact me Monday, Wednesday-Friday 12:30 p.m. to 1:30 p.m. and Tuesdays 4 p.m - 5 p.m. I would rather have us keep in contact through email sent by the BBB since I have already been repeatedly lied to by more than one of their managers. This way ALL RESPONSES AND PROMISES ARE RECORDED!

Regards,

 

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

 

 

 

Business Response:

The store manager was able to reach the customer on 3/14/14. When he spoke with Ms. ********, she stated that Ashley Corporate was sending out a technician to fix things and that things were taken care of. The store manager asked if there was anything else she needed help with and she informed him no. The Ashley Furniture technician was to her home on 3/14/14. As far as the missing trays, per UPS website, they were delivered to the customer on 6/4/13 and left at the side door (Tracking # ******************). The customer also made mention of being charged an additional $300.  There were never any additional charges placed on the customer’s account.

 

Sincerely,

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

Ashley Furniture Corporate Office

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

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well , It was Closing the Deal Time and I Wanted a BED , COFEE TABLE , DINNING TABLE . When the Delivery came I Got Everything expect the COFFE TABLE , and After a Few Weeks The DINING TABLE Chairs Started to Fall Apart all of the Screws and Fell Off , and I had never got me COFFE TABLE I did not pay for it but when we did the closing my salesperson told me specifically told me I was going to get my Coffee Table but I Did not . I Went and talked to the assistant manager he said he would discount the table and you will pay delivery , I was like NO I have already paid $150 for Delivery , Im Not Gonna Pay Delivery Again . Product_Or_Service: Furniture ....etc ...

Desired Settlement: DesiredSettlementID: Other (requires explanation) I paid $3000 it was supposed to include everything , So at the Moment I would not have to pay Anything for my Coffee Table , and for my Dining Table I Would Like a New Replacement Table !

Business Response:

Date: 3/11/14

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.

Upon review of the customs claim with store management neither customer care nor the store has any record of the customer purchasing a coffee table. The store management has decided to offer the customer the coffee table at a discount and also if the customer does not want to pay the delivery fee we would be willing to have the table sent to the store for the customer to pick up.

Also, in regards to the dining table one of our Ashley Furniture certified technicians was at the customers home yesterday making the repairs to the table. At this point we would stand by the technician’s repairs due to the customer not refusing the table at the time of delivery. The table was delivered on 2/20/14 and Ashley Furniture was not contacted with any issues until 3/6/14.

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

(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,

****** *****

 

  I Have Made a Complaint to my Homestore to Ashley , I Had spoke to ***** In The Customer Service Department , I will be Rejecting this Proposal , as far as the Dining Table I have aMade Complaints the first dat it had came ! I Have Ordered a Coffee Table  but My Sales Person had Vioded it out of the system . 

###-###-####

Business Response:

Thank you for responding to Ashley Furniture Industries Inc. in regards to your complaint. Unfortunately without a receipt showing the purchase of this particular cocktail table we would not be able to process this issue any further.

 

 

Ashley Furniture Industries, Inc.

Corporate Office

 

**

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

3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a couch on March 2, 2014 and had it delivered on March 10. The couch looked fine upon receipt but after getting it set up in our living room we discovered that it is different from the floor model in the show room in that it sits much more straight up rendering it unusable. I have a bad back and due to the construction of the couch we received I cannot sit on the couch without being in pain. I called the store who directed me to their corporate customer service line. When I called the customer service line, they connected me with the store manager in the location where the couch was purchased. He then told me that they only returned defective merchandise and that because my complaint was a "comfort" issue there was nothing he could do to help me. ****** then told me that I had to eat the price of the couch ($800) and that I could "list it on Craigslist or put it in a garage sale." Later I called the customer service number back to see if I could get some help from someone else and was told by the woman who answered that they do not have a return policy and that if the store isn't willing to help me that she can't do anything to help me either.

Desired Settlement: I would like Ashley Furniture Home Store in ******* ****** ******* to refund the couch so that I may find one suitable.

Business Response:

Date: 3/12/14

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.

After reviewing the customers claim we have informed the customers that if she feels the furniture does not meet manufacturing specifications we would be happy to send out a furniture technician to inspect the product. We also informed the customer that Ashley furniture does not return merchandise for comfort issues or any other perception issues. Our store manager then offered the customer the best possible discounts he could on new product.

After offering the discount the customer declined that offer as well. The store manager then went above and beyond to get authorization for the customer to return the merchandise with a 20% restocking fee and we would offer a reselection for the customer to pick out something else. Again, the customer refused and stated she does not want to do business with Ashley Furniture and will not settle for anything less then returning the product completely.

Unfortunately we would not be able to offer a return of the product with a full refund but would still be willing to stand with our previous options of having a tech come out to inspect the product, allowing discounts on new product, or allowing the customer a reselection with a 20% restocking fee.

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

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

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

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**

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

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a bedroom set June 2013, since then we have had to file repairs on the same piece of furniture more than 3 times and the last time was Jan 13, 2014. Today is now February 24, 2013 and i have not received replacement parts nor a call stating there is a back order on the parts needed. I was told Feb 17-Feb 22. With the piece of furniture being defected and not repaired is causing excessive damage to other parts of bed. I have complaint about this piece of furniture several times to the Company. I dont think a company this big should just mail replacement parts and expect consumer to make the repairs themselves especially when consumer paid the additional fees for the extended warranty. As much money as we have to pay for this piece of furniture i would expect it to be made a lot more sturdy and firm. I sleep everynight in fear that the entire bed is going to collapse because of the defected/broken bed parts that come with this bed set...the support frame is of horrible quality and i should not have to wait this long to have it repaired or exchanged.

Desired Settlement: I would like to return this orginal bed frame, footboard . rails. and head board for something that isnt going to continuously break and need repairs.

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 verified with the customer they have received the parts on 3/7/14 and they will install the parts themselves.  The customer is aware if this does not resolve the issue to please call us back.

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

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

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought leather reclining sofa and 2 reclining chair from this store in 01/26/2011.when we were buying ,salesman guide us to buy this set because ,he told us that this leather is better quality than the one that we wanted to buy. We believed him and bought it. After 3 years leather start peeling and keeps peeling. I called warranty company, ********* *****. They told me they don't cover this problem. After researching the internet,I believe this is manufacture quality problem. Many other people noticed the same problem. I sent an email to the store manager. They didn't respond. I can not buy $2000 furniture every three years. They have bad quality and bad commercial. Order_Number: ********* Account_Number: ******

Desired Settlement: Refund I want my money back so I can get new furniture.

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 and left a message advising that the ********* company only covers accidental damages and that our stores do not have external email addresses for customer's to contact them. I offered a reselection credit for the peeling issues. I just need a picture to show proof of the damages. This can be emailed to hccphotos@ashleyfurniture.com or texted to ###-###-####. The subject line of the email or comments of the text need to say SR# ****** attention *****. Once I receive the photos I will show them to upper management for final approval to process a reselection.

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,

 

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

 

 

 

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

3/20/2014 Problems with Product/Service | Complaint Details Unavailable
3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday, 21 Feb 2014 Ashley Furniture delivered a kitchen table and chairs to my home around 11AM. They were the only delivery truck in our small gated community of 33 homes. Upon leaving the gated community the driver of the delivery truck hit the outbound gate and caused significant damage. The driver did not stop he kept going. The police were called. I contacted Ashley Furniture to let them know what happened. I was transferred all over the place . I was even given the phone number to the driver and told to call him. When I called him and asked him about the gate he informed me " he didn't speak english". I called my husband and asked him if the driver spoke English and he informed me that he did. Finally, I was transferred to Customer Service for the ******* ** store and was required to leave a message. I was told that I would receive a call back either Monday, 24 Feb or Tuesday,25 Feb by someone in claims. I never received a call back. I have called customer service over 3 times and no one has called me back. Our community gate is currently inoperable and this is putting my home/property and 32 other homes at a greater risk of being broken into. Not to mention this is beyond poor customer service on Ashley Furniture and makes you question what type of workers they have working for them.

Desired Settlement: I want a phone call from a claims representative within 24 hours and I want the gate repaired and this issue handles as soon as possible.

Business Response:

Date: 3/3/14

BBB

Complaint Department

Complaint ID: *******

 

At Ashley Furniture Industries, 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 customers claim our warehouse/delivery team has been in touch with the customer and the customer will be sending in surveillance videos of the incident and damages. Once the videos have been reviewed we will be in contact with the customer in regards to a settlement for the damages.

 

Thank you for contacting Ashley Furniture Industries in regards to your issues. If you have ay further questions or concerns please feel free to contact me.

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

 

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

 

 

**

Business Response:

Thank you for contacting Ashley Furniture Industries Inc. in regards to your complaint. Unfortunately without the video the warehouse is requesting we would be unable to process this complaint any further.

 

 

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.

That is terrible customer service! The driver was never questioned and a proper investigation was never conducted. The "boss" knows they are in the wrong and I bet that's why he refuses to contact me in regards to this issue.  I will inform the HOA that we want to proceed with our lawyer in during Ashley Furniture for the damages their delivery driver caused to our community gate. We will also be picketing the store to inform the community that this company does not take responsibility for their actions and has terrible customer service! 

Regards,

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

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

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year I purchased a 14pc livingroom set from the merchant in October or November of last year. Everything was great the customer service I received was good, seeing that I did sales for almost 10yrs. Everything was delivered and set up minus the lamps, they were still boxed. I didn't remove them out of the box until a few months later. I noticed after properly setting the lamps up they were defective which was a manufacturing issue. So time passes and I had someone re-set up the lamps. They were still leaning and some of the parts weren't straight. I called the store and let them know about the lamps and the issue at hand. Instead of being more sympathetic the sales person says its too late and we can't exchange them. But I can puchase new lamps if I wanted to, because they were apart of the package deal. That she has no control over how the lamps are manufactured. She then told me I can purchase new lamps, why would I purchase new lamps when I already spent close to $600 on this product. I felt like oh we got your money already so spend more, like it was all about the money and not delivering the correct customer service. I feel like you're always suppose to go above and beyond to deliver the best customer service possible. I just felt like I'm stuck with a product that I'm paying for and its damaged. I don't wanna go out and buy another set of lamps while I'm still paying for these. All I asked was for a simple exchange or at least some type of understanding. I don't think I will patronize this business again, I always recommended this merchant to family and friends. But this experience has me telling them don't shop there. Any feedback will be greatly appreciated, thank you for your time

Desired Settlement: All I would like for them to do is exchange the lamps. It would be highly appreciated.

Business Response:

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Jovanna Habeebullah'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 recieving this BBB claim, we have spoken with the store and they have agreed to exchange the lamps.  The customer has been contacted and accepted the offer of 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,

 

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

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

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PURCHASED 2 RECLINEING LOUNGE CHAIRS, TRIED A DEMONSTRATER CHAIR AT THE STORE. CHAIRS WERE DELIVERED, TRIED THEM THAT NIGHT, FOUND THAT BOTH DID NOT HAVE A MIDPOINT STOPPING POSITION. THE CHAIR HAD A UPRIGHT POSITION AND TILTED BACK TO A FLAT POSITION WITH YOUR HEAD WAS LOWER THAN YOUR FEET. TRIED TO RETURN THE CHAIRS, THE STORE MANEMENT SAID THAT THEY HAD A NON - RETURN POLICY. THEY SENT A REPAIR TECH. OUT TO LOOK AT THE CHAIRS. THE TECH SAID THAT THERE WAS NOTHING WRONG WITH THE CHAIR. WHAT DO WE DO NOW.

Desired Settlement: RETURN THE CHAIRS AND GET THE REFUND.

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.

After reviewing the customer situation we have been in contact with the customer and will be picking up the recliners on March 13,2014.  The customer is aware the refund will consist of the recliners and protection plan. 

 

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,

 

***** ******


Ashley Furniture is going to pick up the recliners on thursday and we can go to the Ashley store to get a refund less the 

delivery charge for the initial delivery.   Thanks for your help in resolving this dispute.   ***

 

 

 

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

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/25/14 my husband & I purchased a TV stand, a coffee table & 2 end tables from the Ashley Furniture Homestore in ******* **. We were told by our salesman that our TV stand would be delivered on the 1st of February while the 3 other items were on backorder & expected to be delivered around the 28th. We were contacted a couple of days before the TV stand was to be delivered & we were able to confirm a delivery time frame between 10 a.m. - 2 p.m. Unfortunately, we didn't get their message until after 2 p.m., after waiting all day that the TV stand was damaged & undeliverable. That was our fault. We called back & rescheduled our delivery date for today (Saturday, 2/8) but was told that while they set up the day of delivery ahead of time, they do not know the time frame of delivery until 2 days prior to delivery. This means that instead of asking the customer what time of day works best for them--morning or afternoon--it is left up to whatever the 4 hour time frame is that the delivery driver will be in your geographical area. This means that they do not make special trips & their route is preplanned for efficiency. When we received the recorded call telling us that our 4 hour time frame for delivery today was to be between 1-5 p.m., we realized that we were not going to be available for it. So again, I spoke to a delivery customer service rep. who told me the same thing about the delivery route & set it up for tomorrow (Sunday, 2/9). Again, we weren't notified of the time frame until yesterday. The time frame would be between 8 a.m.- 12 noon. Because we have church in the morning until around noon, we realized that this delivery time frame would not work for us again. I called back the delivery customer service & tried to figure out if there was a compromise available since it is very difficult for us to be available during their delivery time frame. She couldn't do anything for us & stated that we could try a new delivery day of Wednesday the 12th. Again, we wouldn't know the time frame until Monday. Unfortunately, this doesn't work for us either because I have to drop my kids off @ school in the morning between 7:45-9 a.m. & pick them up again in the afternoon between 2:45-4 p.m. with other after school activities. I asked her if we could pick it up, but it turns out that they wouldn't credit any of the delivery charges due to the other furniture set up for delivery later in the month. With pick up being a hassle for us due to the rain & having no one available to help us unload the item once we got it home, we decided against it. After talking it over with my husband, he decided to call the store itself & see if they were willing to help us with a more definite delivery day & time frame. Unfortunately, there was nothing they could do for us. We have never dealt with a furniture company before that wasn't willing to work around time frames that work best for the customer & the company & while it works great for Ashley & their efficiency of delivery--it is too rigid of a schedule to work for us & our lifestyle. Rather than working with us, **** (*** *******), couldn't/wouldn't do anything for us so we decided to cancel our entire order. When my husband asked **** to refund our credit card, he told us he couldn't do it over the phone & that we would have to come in in person. This is ridiculous. Again, we have never had a problem with a company refunding our credit cards over the phone or online. This felt like a vengeful tactic on ****'s part due to the fact that we cancelled our order. We even asked for them to cut us a check instead since the store is 40 miles away from us. **** told us that he couldn't do it; he has to refund us the same way we paid. This makes it very inconvenient for us to drive the 40 miles to get to the store for a 5 minute refund. We have never bought anything prior to this from Ashley & never plan to again. They seem to be unwilling to negotiate or compromise for their customers. It seems to be all about the sales for them & their customer service/delivery options are limited & rigid. We are extremely disappointed in the treatment by Ashley. To think of the hassle we would have in the delivery of our other furniture is too much for us to deal with. We have no problem with the 4 hour time frame of delivery as it is standard in this industry; what we do have a problem with is the fact that we were never given the option of choosing morning/afternoon delivery & we aren't told the time frame until 2 days prior to delivery. Ashley states on the back of their sales receipt that we should free up our entire day on the day that they schedule your delivery & that is simply not possible for us. It may work for their company in terms of efficiency, for them to have such a rigid delivery schedule but it does nothing for customer service. Had we known this information prior to purchasing the items & how rigid they would be, we probably wouldn't have purchased from them. To not refund our credit card over the phone when it is possible to do just adds insult to injury.

Desired Settlement: We want a refund for our entire order without us having to make a trip in person to the store. The total is: $1819.86.

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.

After reviewing this customer situation I show the store has voided all of the customer's open sales. 


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.

In reviewing the response from Ashley, we can't help but just feel complete disappointment for this is whole process & how far they are not willing to go for their customers.  Thank you to the BBB for mediating but this appears to be a lost cause. 

Regards,

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

 

 

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

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

Additional Notes

Complaint: We bought a mattress set that developed a cracking noise at the foot of the mattress. We called Ashley, a technician then came out. We were then given another mattress on 1/6/2014. We noticed that night it was not a plush mattress as the original. I called Ashley on 1/7/2014. They then had another technician come out, he agreed that the mattress felt firm not plush. He said to me that maybe a wrong tag was put on the mattress. My wife spoke to ***** from Ashley Furniture who called on 1/20/2014. ***** said that the technician said there wasn't anything wrong except it was firm. She just wanted to confirm the problem. Then on 1/20/2014, ***** called from Ashley Furniture who spoke to my wife. ***** said the warranty only covers defects. My wife told ***** that the mattress was defective, it wasn't plush it was firm. It wasn't what we originally had bought from Ashley Furniture Store. We didn't hear from Ashley, so my wife and I went to the store on 1/25/2014 and spoke to ****** who was a ***** *******. We told him the problem, he said that they would email ***** and would get back to us. Then I went back on 1/29/2014 I spoke to ******* ******** regarding this matter. He told me he would have a supervisor contact me on this matter that day. As of this day we have yet to hear from anyone from Ashley Furniture Store.

Desired Settlement: We would like to receive a new plush mattress.

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.

After reviewing the customer's situation we have offered an exchange of the queen mattress. We have contacted the customer and scheduled the exchange of the queen mattress on 3/1/14.

 

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,

 

***** ******

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

3/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 11/27/2012 my husband and I purchased two recliner chairs, both the same but different colors. We also were told by the salesperson ****** ****** for $79.99 we could buy a 5 year protection plan, On 1/27/2014 we called Ashley Furniture and were told to call ********* Service Center located at ******* ***** ** ***** ******* *** *****. I told them when I purchased the chair and didn't know what was wrong on it but it needed to be seen. They told me they would send forms to fill out and it would probably take about a week before they would get here. The day I received them I filled everything out and send the form back telling them what looked wrong with a copy of the bill of sale on 2/3/2014. I received a call on 2/10/2014 from ********* employee asking me what day the chair was broke and how did it happen? Of course I don't know what day it started to loosen up so I said I'm guessing I noticed a slight difference maybe a month ago as he was pressuring to give him a day. He then went on to say the warranty was over if it wasn't reported after 5 working days. I'm sorry but I didn't think it was going to get worse . So I told them this warranty was not told to me in this manner when we bought it and told him I would get in touch with Better Business Bureau. I then called Ashley Furniture again and was told because it was over a year old they couldn't do anything. The salesman that sold me chairs no longer works there and should have explained the warranty to me. I feel for 1 year 2 months my chair should not be falling apart. We're an elderly couple with no children or pets. I know paperwork says 1 year but a good company should stand up for it's product in order to keep a good name for a matter of a few months. And I also think they should stop selling this warranty which is another drop in their pockets for $79.99. Thank You for your time. In the meantime my retired husband and myself after saving for a long time are now down to one good recliner and a lesson not to purchase any other products at ******.

Desired Settlement: Replace or repair

Business Response:

Date: 2/11/14

 

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.

 

Upon speaking with the customer I have requested photos of the issues the customer is having due to the customer being outside of their one year manufacturing warranty. The customer was unable to tell me what the exact issues were with the recliner so I thought photos would help to show the problem more thoroughly to see if there is would be anything I can do to address the issues. The customer informed me that she does not have time to be messing around with photos and refuses to send them in. After speaking with the customer her complaints were the differences between the two reclining chairs that she has. The customer purchased two completely different recliners, one model number ******* & one model number *******. With the recliners being completely different there is going to be differences between the two chairs.

 

At the time Ashley Furniture would be unable to assist the customer with any issues on their chairs due to being outside of the manufacturing warranty and also unable to send in photos.

 

Thank you for giving us an opportunity to respond to this complaint and please feel free to contact me with any further questions or concerns.

(Reference Kingswere SR#141364)

 

Sincerely,

 

Ashley Furniture Industries, Inc.

Corporate Office

 

**

Business Response:

Date: 2/12/13

 

BBB

Complaint Department

Complaint ID: *******

 

Thank You for responding to Ashley Furniture in regards to your complaint. Unfortunately Ashley Furniture would not be able to assist any further with the issues with out some sort of photos. The customer has the option of either sending them VIA e-mail, text message or through the regular mail. I do apologize but we do not have certified technicians located at the Ashley Furniture stores to go to the customers home from the store.

Again, Ashley Furniture would not be able to assist any farther without some sort of photos.

 

Thank You for contacting Ashley Furniture in regards to your complaint.

 

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.

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

Regards,

**** ******

 

I will advise Better Business that Ashley is not going to do anything regarding this complaint.  However, if they give you their number that I can text pictures I will do so.  I find it so difficult to understand why they make the consumer do all the work.  I already had to send a two page form with questions on both sides to ********* Service.  This is the five year warranty their salesman told us would cover our chairs.  After sending this filled out form on 2/3/2014 I received a call about two weeks later saying they could do nothing for us.  When we ordered these chairs there was only one of these rocker recliners and we wanted two of the same.  So Ashley's salesman said he would order another chair exactly like the one in the store that we were purchasing.  It is the same but a different color.  And then the salesman telling us we could purchase a warranty that would cover the chairs.  Another false statement.  However, I find Ashley 100% responsible if their employees sell things under false pretentions.  Please send their number so I can take pictures.  I have a very old cell phone so pictures do not come out like new phones they sell today but I will do that and see what else they want next. Thank You.

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

3/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought bedroom set and separate dresser. Bedroom set defective with sprayed on finish that is bubbled inplaces, scraped in places that is consistent with errors in manufacturing. Dresser with 1/4 inch space below drawers so drawers don't fit hole. Called store and told them of issue and they told me technician will come. Technician had already come and can't fix damage. Don't want replacement of poorly made furniture with another poor quality piece even if the finish is good.

Desired Settlement: give money back for defective furniture of poor quality.

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 the ******** ******** ****** - the store has been in contact with this customer to get her a bedroom set that meets her expectations. We have an exchange scheduled for delivery on 2/20/14 that will be inspected by warehouse supervisor prior to delivery. If we are still unable to meet her expectations on 2/20/14 we have agreed to refund her purchase.

Sincerely,

Ashley Furniture Homestore – Corporate Office

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

2/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered my furniture on Friday 2-21 and was told the first delivery date was this Thursday (today) 2-27. My husband took the day off so he could be there in the window time of 915-115. They told us that the Saturday delivery was in red so there was no way that we could get delivery on 3-1. So with that said we said well if it comes available can you please call us and we were told yes. So we never received that phone call. Then we were told that we would be getting all of our products on this day. The delivery people did show up on time however they did not have the proper slates for the bed. we ordered a king size bed however we received queen size slates. So the delivery guys contacted the warehouse and stated that they would have someone deliver those on Saturday. Wait....whats that there is delivery one Saturday???? What happened to my phone call?? Secondly, why do I have to wait 3 days to use my products? Now my husband has to take another day off work as I work mon-sat and am in a sitation that I cannot take off. So he traded his Thursday for Saturday now has to call his boss and make this change again. That looks very bad on him. Someone who never misses work. So then I decide that I need to call the customer service department. she informs me that she is going to contact the warehouse manager and someone will call me within an hour. It is now 430 and I haven't heard from anyone. So then I call back and she says we are seeing what we can do?? So someone is going to leave Atlanta after 5 to bring me slates no it is not going to happen. Someone could have called me and let me know that it wasn't going to happen. No one will be home on Saturday and there is no delivery tomorrow. so that means that I have to wait until wed to use my furniture? I cannot sleep on a mattress in the floor and I do not want to lay my mattress on the floor. that is not what I paid 2500 dollars for!!!!

Desired Settlement: I would like my 125 delivery fee refunded and the time that my husband is eventually gonna have to take off work for refunded. Store credit would be fine if that is what you do.

Business Response:

Date: 2/28/14

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.

Upon review of the customer’s complaint and after working with the store and warehouse team we have decided to refund the customers delivery fee of $159.99 and the customer is set up for a re-delivery of the correct pieces for tomorrow, Saturday March 1st.

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

(Reference Kingswere SR# *****)

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

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,

 

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

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

2/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Feb 2011 I purchased a durablend material sofa and loveseat set from Ashley Furniture for about $1200. By Dec of 2013 I noticed that the material on the sofa is starting to crack and flake off. I have never misused the furniture nor have I ever scratched it with anything. By Feb 2014 the cracking and flaking had become so bad that it was very obvious and embarassing to look at. On Feb 07 2014 I went to the same store that sold me the furniture to make an inquiry about repairing my sofa. The sales associate at the store (Basil) told me that durablend material doesnt last long, that it tends to fall apart, and that it cannot be repaired. He then proceedIed to tell me that Ashley Furniture could not help me with my issue and even if I had a warranty it would not replace my sofa. The associate was so quick to tell me that they knew durabland falls apart, no hesitation. When I asked again if there was anything Ashley Furniture could do for me I was handed a credit application to buy brand new furniture. Wow!!!! I spent 1200 on furniture that Ashley Furniture knew would not last and no one told me that when I made this purchase. 1200 is a huge amount of money for me, and I can not currently afford new furniture. I could have spent less money on microfiber which would have lasted several years. I feel a bit betrayed that a company will not stand behind their product and have any interest in customer satisfaction. My furniture has been well taken care of and yet looks old, damged, and is progressively getting worse.

Desired Settlement: Find a way to repair or replace my furniture.

Business Response:

Date: 2/12/14

BBB

Complaint Department

Complaint ID: *******

 

Thank You for contacting Ashley Furniture Industries in regards to you complaint. After speaking with the customer I had him send me in photos of the issues he is having with the sofa and loveseat. Upon review of the customers photos Ashley Furniture has decided to offer the customer an even exchange on both the sofa and the loveseat. I have talked with the customer and informed him he is able to make the switch at any time. The customer originally picked the items up at the warehouse so he will be returning to the warehouse to make the switch. We ask that the customer completes the exchange within 30 days of todays date.

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

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

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

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

 

**                                                                                                                                                                                                                                                                                          

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

2/22/2014 Guarantee/Warranty Issues
2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January of 2013, I purchased a new bedroom set from Ashley's. Since then I have had numerous issues with the quality of the furniture provided. Ashley's has sent out many replacement pieces that have all been worse than the last. Now in January 2014, I still have been unable to receive an undamaged complete set. Hours of my time have been wasted as well as a whole year od my life dealing with this horrible situation. I expressed months ago that I would like them to take the furniture back and they could refund my money. They refused to do so and promised me this situation would be taken care. As of yet, it has not even come close to being taken care of.

Desired Settlement: I would like an undamaged head and footboard provided in a timely manner. I do not wish to waste any more of time on this issue with no resolution in sight. I also would like money credit to my account for all my time, disruption, headache, and months that have passed with successful outcome.

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

We are currently working with upper management regarding this situation. We will reply back shortly.

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.

Since receiving this message I have reviewed both my voice messages and also the call long on my phone. There has been no attempt to contact me since this complaint has been filed.


I am unsure what is meant by being unable to fulfill my high expectations. The bedroom set that I purchased retails for vour $2,000 and for that amount of money, I would expect it to arrive undamaged. The last set that was delivered I accepted until a delivery driver (thankfully) pointed out a scratch on the headboard over 2 inches long. I understand there may be small blemishes that are unnoticeable unless inspected closely. The items I have sent back have had markings or blemishes that were very noticeable or parts of the wood were completely unfinished.


I was promised that these pieces would be reviewed before a delivery was set up and each set seems to come more damaged. I do not feel that I am being unreasonable to receive undamaged furniture when I am not paying for second hand items.

Regards,

**** ****

 

 

Business Response: The store has spoken with the customer regarding the situation. They were prepared to offer a refund or a discount to keep the pieces as is. The customer is stating she just wants a bed that is right. We have agreed to attempt another exchange. The customer is set up for delivery on 2/10/14.

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

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

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased $6,000 worth of furniture the beginning of November. Almost all merchandise was delivered defective. Customer care has ordered some replacements however the living room couch, love seat and recliner are complete junk. Anything that touches the furniture, leaves a mark. We bought this type of Durablend furniture because it was suppose to be durable per our salesperson and should hold up great. It easily scratches and knicks and is very poor quality. This furniture will not last 1 year. I asked customer care to exchange the living room furniture for fabric before the tech puts in long hours of labor trying to fix the items. They told me I had to call the store. I called the store manager and he never got back to me. Finally I spoke with a sales manager who spoke to the regional director and I have been told they will not do anything.

Desired Settlement: We would like them to take the living room furniture back which is defective and allow us to pick out a fabric set that is comparable.

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 working with the ******** ******* we feel Ashley Furniture is operating within the realm of the Sales Terms and Conditions on the back of the sales receipt. This contract would have been initialed by the customer at the time of sale. The terms and conditions state that we reserve the right to repair the product. This option has been given to the customer and parts have been sent to her home. The customer does not want this option as she is worried about her cat scratching the material. Ashley Furniture cannot be held responsible for pet damages. If the customer does not want to go with the option of having parts and a tech, we will allow the customer to reselect to new product, but this would be subject to a 50% restocking fee.

Sincerely,

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

Ashley Furniture Corporate Office

Business Response: We have passed the customer's response on to upper management they have agreed to authorize a 1 time reselection of the sofa, loveseat and recliner. We will have the store process the paperwork and contact the customer with the details.

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,

 

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

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

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

Additional Notes

Complaint: Will not honor warranyt We purchased a leather couch, chair and love seat from Ashley. The loveseat has started to peel or something near a seam. We went to the store where we purchased it, they gave us the number of the warranty place to call. We called, filled out a complaint over the phone. They said they would call is back to set up an appointment to come out. That was over 6 months ago. We have not heard from anyone!!!!!

Desired Settlement: Replacement or repair of our loveseat. Just like we paid for.

Business Response: Date: 8/9/13 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. After reviewing the customers claim it looks like they are confusing their 5 year protection plan with their 1 year manufacturing warranty. They did purchase a 5 year protection plan that only covers accidental damages. At Ashley Furniture we offer the 1 year manufacturing warranty with the purchase of our furniture. The customer purchased their furniture approximately 3 years ago. I have spoken to the customer and she will be sending me in photos of their loveseat and the issues they are having. Once the photos have been reviewed I will update the BBB on the outcome. Please feel free to contact me with any further questions or concerns. (Reference Kingswere SR# 58367) Sincerely, Ashley Furniture Industries, INC. Corporate Office 8/13/13: Date: 8/12/13 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. Upon review of the customers claim I have had the customer send in photos of the issues she is having. I have discussed the issues with the customer and have come to the agreement that we would order a new back for the customer's loveseat and send out a furniture technician to install the material. Please feel free to contact me with any further questions or concerns. (Reference Kingswere SR# 58367) Sincerely, Ashley Furniture Industries, INC. Corporate Office

Business Response:

Date: 9/26/13

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.

Upon review of the customers claim I have requested photos of the damages reported. The customer purchased their furniture on 10/30/10 with a one year manufacturing warranty. Also, Ashley furniture does not sell an extended leather plan but the customer was sold a protection plan that covers accidental damages that the customer may cause to the furniture.  At this time the customers manufacturing warranty is expired and the reported damages are not something covered under the protection plan. I will need to wait for the customer’s photos to be sent in and reviewed. Once The photos are received I will update the BBB with a response.

After reviewing the photos the customer has sent in to Ashley Furniture it has been determined that the units in question are not cracking and peeling. I can see some scratches in the leather along with fold in the material. Due to the customer only having a 1 year manufacturing warranty Ashley Furniture would not be able to exchange the units in question.

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

(Reference Kingswere SR# 61386)

Thank You for giving us an opportunity to response to this situation.

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**

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

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

Additional Notes

Complaint: Purchased an Ashley Sleep brand mattress from the Ashley Furniture Homestore in ********* **. on 04/2013. Extremely dissatisfied with the mattress after spending two nights sleeping on it. The mattress has virtually no support in the main layer of memory foam and sunked down. I suspect either the one I received was defective, or perhaps is not the same quality of the showroom model we tested. The salesperson assured me that the Ashley Sleep/Ashley Furniture Homestore return/exchange policy was to "make sure the customer is happy with our product". I literally cannot sleep on this mattress due to it's lack of support. I have had two poor nights of sleep with a lower back ache immediately upon awaking. For my physical well-being, I cannot sleep on the mattress. After expressing concern to the location where I purchased the mattress, the store sent a technician on 05/2013. The technician findings was it was not defective and it is 3/4 inch impression/depression. He told me that it has to be 1 1/2 inch impression/depression to consider the mattress defective. How can he calculate the mattress's impression/depression and all the technician did was look at the mattress? I called the store back and they told me about the findings. They told me to try it for 8 months and then to call the Sealy Posturepedic ###-###-####. I had purchased an extended warranty for this mattress to Sealy Posturepedic. Today 01/28/14, I called Ashley Furniture and ask them to replace this mattress that I purchase from them since I have an extended warranty. They are sending a technician on 02/07/14 to again measure the mattress impression/depression. My claim number is 128711. I spoke with Josh employee ID #******. Their actual written policy is that there are no exchanges of a mattress unless there is a problem that falls under the warranty. They believe that there is no issue with the mattress itself, and that I should attempt to adjust to sleeping on it for a minimum of 8 months. After I explained that I did not agree with this 8 months trial and I physically could not sacrifice my health for 8 months on the mattress, they refused my request for an immediate exchange. This in my opinion goes against a policy that ensures the customer is happy. I now am forced to sleep and suffer on this terrible ( possibly defective ) mattress that has affected my physical well-being for 8 months, or sleep on my couch/floor/etc. I am extremely dissatisfied with Ashley Furniture Homestore and Ashley Sleep brand mattress. They have no return/sleep comfort guarantee on their own mattress brand. Most reputable mattress brands offer a sleep comfort guarantee and back their product. The staff at this independently owned location informed me that the mattress was not defective and I cannot not exchange the mattress at all. That is contradicting in itself, but my main complaint is that I was verbally told that their "policy" is to ensure the customer is happy. I believe it would be fair for this brand/retailer to back their product with 100% satisfaction like most reputable mattress manufacturers do. I also wish that the retailer cared enough about my specific problem/issue with the mattress, that they would be willing to do as they say and honor their "make the customer happy" policy and exchange the mattress as quickly as possible. I understand the importance of ensuring a customers satisfaction. If they are satisfied with the product and service, they will be sure to return for more business. If they are not satisfied, they surely will not return, and probably not recommend the business to anyone they know. Desired Settlement: I would like to exchange the mattress for a new and firm model as possible so that I do not have to be sleeping on a sunken bed.

Business Response:

Date: 1/30/14

BBB

Complaint Department

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

Re: ***** ******

Complaint ID: *******

Dear Mr. **********,

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, we have a tech scheduled for a inspection of the mattress on 2/11/2014. Once the work order has been entered we will be contacting the customer to inform him of the findings.

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

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

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.

This does not resolve the issues/problems I presented to Ashley Furniture regarding the defective mattress.  Additionally, this is the second technician that they are sending to check the same mattress that the first technician came for.     

I appreciate all your time and help regarding this matter.  

Regards,

***** ******

 

 

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

2/11/2014 Advertising/Sales Issues
2/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took delivery of a sectional sofa arrangement on Sunday 1/19/14. I signed for delivery as everything "appeared" to be in good condition. After the delivery personnel left my home, I took a seat on the chaise lounge piece of the arrangement pushed the power button to recline the lounger and it was broken. The back of the recliner tilts to the right and is defective. I called the store on Sunday and spoke to my salesman *** *******. He told me that three hours after the delivery of my furniture - my furniture was now "used" furniture and there was nothing they could do for me except send someone out to make a repair ON MY BRAND NEW FURNITURE. Due to the fact that I did not get any satisfaction from my salesman Sunday afternoon - I drove to the store on Monday and spoke to the manager - He also informed me that my 12 hour old furniture brought into my home broken would not be replaced, but repaired "if possible" - if not repairable - the piece will be replaced.

Desired Settlement: I want the poor quality chaise lounge they delivered replaced with a left arm facing zero wall power recliner in the place of the faulty chaise lounge. I feel Ashley Furniture should replace the defective piece with a brand new piece instead of trying to repair a defective power piece of furniture. Obviously the quality or the size of the piece makes the quality poor and I want to replace this poor quality piece with a piece I believe will hold up better. I suggested this resolution to both the store manager as well as my salesman to no avail. Customer service has contacted me and they tell me it will be another 10 days before they can get anyone to my home to even look at the defective furniture. Meanwhile - my "used" furniture is aging with no resolution as the days pass and Ashley Furniture continues to drag its feet.

Business Response: Upon receiving this case, I have spoken directly with the customer. We have agreed to the customer's desired resolution and he will be taking delivery of the new item on 2/5/14.
Sincerely,
***** *******
Ashley Furniture Corporate Office

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

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

Additional Notes

Complaint: Bought a sofa and loveseat in Dec 2010. Single, no children or pets. Also worked out of state 2/3 of the time I owned furniture. Furniture is flaking and cracking. Told by Homestore employee that it is a known problem with this particular line and to call corporate because it is a known problem they should take care of it. Called corporate they are uninterested in making situation right. I paid approx 2000.00 for both and the furniture has received little use. There is complaints on a consumer website with pictures of problem with same line. I first made a complaint in early Dec 2013 with furniture protection policy then with Homestore and corporate.

Desired Settlement: Repair. If not repair, refund of half of furniture cost. I can produce documentation of working out of state

Consumer Response: I purchased furniture @ Ashley Homestore in ******** **.  Was told by store that it was a known problem with this line so I needed to contact corporate which discontinued line because of problem. People from around the country who purchased this line are reporting the same complaints. 

Business Response:

Date: 1/27/14

BBB

Complaint Department

Arbitration Administrator

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.

Upon review of the customers claim I had asked the customer to send in photos of their unit and the complaint that they had. After receiving the photos and reviewing the photos with our quality team here at Ashley Furniture we have decided to offer the customer a full reselection to pick out new product. Once the customer has picked out new product we will be picking up the items in question when we deliver the new pieces. The customer states she is satisfied with the resolution.  This complaint should be considered resolved.

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

(Reference Kingswere SR# 140016)

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**

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

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

Complaint: delivered and damaged desk said they were going to replace it and sent back the same damaged desk (used a marker to try to fix it) Product_Or_Service: credenza Order_Number: ************

Desired Settlement: DesiredSettlementID: Other (requires explanation) would like the desk replaced and refunded for the delivery charge and refunded for half the cost of the desk

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. A refund has been completed on 1/7/14 for resolution. I have spoken with the customer and verified situation has been resolved on 1/22/14. Sincerely, Ashley Furniture Homestore – Corporate Office.

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

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

Complaint: In June 2010 we purchased a dual-reclining sofa and an additional recliner advertised as "Durablend" fabric. The saleswoman at the time told us that "Durablend" meant that the part of your body that touched the furniture was all leather and the sides and back were not "real" leather. Since we have no small children, grandchildren or pets, we felt that was fine as we were assured that under "normal use" this should last indefinitely. This was NEVER the case. Shortly after purchase we noticed "flakes" appearing on the carpet and our clothing and at first had no idea from where they came. Little by little, but within a very short time, we saw that what was "supposed" to be leather was actually a thin veneer that actually flaked off on any part that was touched by the body. We had purchased an "insurance policy" at the time of purchase but were told when we tried to file a claim that this was NOT covered and we should contact the store. I tried calling the store to speak to someone in management several times and no one was ever available to speak with nor did anyone return my calls. On September 12, 2013 I wrote a detailed letter and had no response. On November 13, 2013, I wrote again, included a copy of my previous letter, and got a phone call on 11/16 from Andy ***** who identified himself as the store manager. He said he never heard of our previous contacts, was NOT the manager at the time of purchase, never saw our original letter but would offer us 75% of the purchase price in store credit and didn't want the defective furniture returned as he had other complaints and was aware of them. I was hesitant to want any other furniture from their store, so discussed it with my wife and we agreed to give them another chance. On November 26, 2013, wrote again asking that Mr. ***** put his offer in writing so we'd have something in our records. He has never replied. I am at the point now that I don't trust Mr. ***** or Ashley Furniture and would prefer a refund for furniture that has been virtually unusable except with a cover thrown over it. It is an embarrassment with company and especially with realtors and potential home buyers coming in as our home is now for sale.

Desired Settlement: As I said previously, I no longer trust Mr. ***** to keep his word, nor do I trust the quality of Ashley Furniture or the representation of such by their sales personnel. I would prefer a refund so I can shop in, hopefully, a more reputable establishment.

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 would like to offer the customer a reselection for the power recliner and power sofa.  Please have the customer contact us @ ###-###-#### and refer to SR#****** to further discuss.


Sincerely,

Ashley Furniture Homestore – Corporate Office

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

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two bedroom set from Ashley's furniture in May of 2013. The master bedroom bed rails got broke with slats at the in November. Sleeping on uneven mattress also deformed it. Called Ashley several times and they said the part will be delivered on January 13th. Waited patiently and while both me and my wife are continuing to have sleepless nights. The parts were not delivered on January 13th and now customer service is saying they will be shipped by January 24. In the mean time sleeping on the uneven mattress I got developed pain in my left shoulder. The bed is still in warranty and when I asked customer service for replacement they are insisting that they can not provide either does not matter how much or how long me and my wife continue to suffer. They can't also promise when they will be able to fix the bed, two weeks, month, 2 months or never. In the mean time I'm continuing to make payment on this broken bed with no insight resolution of solution. I never experienced such a bad customer service in my entire life.

Desired Settlement: I just want credit for this bed and mattress. It could be in form of store credit so I pick a different bed and mattress. Store should honor manufacturer's and extended warranty I bought on the mattress.

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 this situation, the customer states the damage occurred in November 2013. The first call into the Ashley Furniture Customer Care department was not until 12/14/2013. The parts were immediately placed on order and delivered to the customer on 1/21/14. The customer chose a tech date of 2/5/14 as it fit better with their schedule. The bedroom group in question transferred out of our line up on 11/22/2013. The route we are currently on with the customer is the fastest route available.  Ashley Furniture is following the terms and conditions of the manufacturer’s warranty laid out on the back of the sales invoice.

 

Sincerely,

Ashley Furniture Corporate Office

**

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

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

Complaint: Jan 16, 2014 My complaint is based on the service provided by Ashley Furniture in ******** *******. I purchased furniture form Ashley on 9/26/2013. It included a bedroom suit and a Lazy Boy type chair. The furniture was to be delivered to my home in ********* **. As requested three delivery people delivered the furniture. I believe XXXXX was the lead. They delivered the bedroom suite ant the chair. Before they were leaving I asked Driver Lead to move the chair but do not move it by himself because it is a brand new home and wooden floor were the Ashley chair was sitting. I did not want the floor to be scratched . He said it would not be a problem with the floor because the chair has rubber feet. XXXXX moved the chair by himself and he was about to leave before I called him back and showed him the long scratches made by the chair. He went back to the truck and obtained the felt chair pads on put them on the chair legs. I told him I would not be happy since he damaged the floor after I told him please do not move it without help. He then called dispatch and spoke with XXX about the problem. She said XXX the dispatcher would call me back. I did not hear from the dispatcher. I called for XXXX (Dispatch) and left voice mail 12/20, 12,21/ 12/22. I then called xxx, the Ashley store manager in ******** on 12/22 and told him the problem and Dispatcher had not returned my calls. I spoke with ***** ******* again on 12/23 on not receiving a call from Dispatcher. Again I spoke with ***** ******* on 12/24 and he again went up the chain to request Dispatcher get in touch with me. I told ***** ******* I planned to file a BBB complain about their delivery service. ***** ******* again went up the chain and this time Dispatcher did call. We both agreed to the following: 1. He and I would be out of town during the holidays and we would get back together after the New year. 2. I would get a quote to repair the floor. 3. Send him the quote for processing 4. After I returned early Jan, I tried to reach Dispatcher but left voice mails since no one would answer the phone on 1/7. 5. I sent the Dispatcher an email requesting a call on 1/7, 1/9. It included the quote for the repairs. 6. I spoke with his staff on 1/9 and was told Dispatcherwas out sick but would return next week. 7. 1/12- I called for Dispatcher again and left a voicemail. 8. 1/16- I spoke with Dispatcher support person when she answered the phone. It was a speaker phone and Dispatcher was there. I told Dispatcher I have tried sever times to reach him. He asked his support person to take my phone number and Dispatcher would return call. Based on past experience, I think this will not happen. 9. 1/16- I called for ***** ******* again was told he would be out for a while since his someone in his family was having a baby. 10. Today I do not a problem with the furniture but the delivery hired by Ashley. For me, the delivery staff have shirts with Ashley and drive a truck with Ashley name, That to me is why I am sending the complaint to Headquarters Ashley. 11. A professional company is to provide total service and not damage a person's home.

Desired Settlement: Pay me for the repair based on the quote from the flooring contractor that installed my brand new wooden floor for my home in *********. Do not want another contractor that may leave the floor not up to standards that were there before the furniture was delivered. The floor was in a new home I closed for on Dec. 17 and the delivery staff should not damage the floors.

Business Response:

Date: 1/17/14

 

BBB Complaint Department

 

Complaint ID: *******

 

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

After reviewing the customers claim and speaking with out delivery department I have found that on 1/17/14 the customer has agree to a cash settlement of $400.00. The customer states he is happy with this settlement.

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

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

 

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

Sincerely,

 

Ashley Furniture Industries, Inc.

Corporate Office

 

SL

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

****** *****

 

 

 

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

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased a dining table from Ashley Furniture for delivery in late September of 2013 (purchase location was *********** **). After receiving the furniture I noticed several issues with scratches and some portions of dull finish. Within 48 hours of taking delivery, I called Ashely Customer Service and arranged a technician to come out to make the repairs. It was around two weeks before the technician was able to come out. In making the repairs, however, the technician ruined our table top. The portion of the table which had a very dull finish (he called it an undercoat issue) is not very tacky, cloudily and even more dull after his repair. Since around a week after his visit to our home I have been calling customer care trying to the matter resolved. Ashley support sends me to the store (claiming it was their technician which doesn't make sense since I never called the store or even mentioned it when scheduling the service). The store tells me I need to make a warranty claim. Why make a warranty claim? Ashely ruined the table! Now it seems they will not take accountability for it either. I just want the table fixed or replaced. It has been almost 3 months and no one has been willing to help.

Desired Settlement: I just want the table fixed or replaced.

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.

This customer filed a Contact Us claim on our website back on 12/19/13 and again on 1/3/14 regarding not being happy with the technician’s repairs. Both times Ashley Furniture’s Customer Care department left the customer a message stating that the photos the technician provided us show no issues, however we would like to see what the customer is seeing. We have requested that the customer send us in pictures and to please call us at ###-###-####. The phone number we left messages on is the same number provided to the BBB by the customer.

Sincerely,

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

Ashley Furniture Corporate Office

Business Response: Mr. ******* has provided me photos of his concerns. I am siding with the customer and authorizing an exchange of the table. As soon as the paperwork is processed, I will be calling the customer to schedule a delivery of the new unit and pick up of the old.

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

1/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On December3ed, bought a kind bed and paid $1090 taxed and delivery, bed scheduled for delivery on 12/9th at 11am, on 12/8 recived a confirmation for delivery next morning. On 12/9 at 9:45am recived a call from ashley to cansel delivery for no reason..!! Called store manager his name is ******, he told me it was a Computer error and it happened before so what?? and he took off the delivery charge $129 and send $100 gift card " I was not happy with that especially i took a full day off my work" however i told him that is okay..and he reschduled for bed delivery for 12/12. On 12/12, I recived the bed with a big crack betwen the foot board and one rail, delivery guy told me it is okay it will be covered by the matteress any way!!!!! I called custommer service they offer to fix it ?? i refused becasue i bought a brand new it should be new..!! Refused to keep the bed and they took it back.. I called the store and after 4 calles the assistant manager called me back " never appologized" told me that they will c in the morning if they have a new one..and that is all they can do..I told him that i have no bed for five days but he sounds that he did not care.. Called the corporate office, told me that this Ashley store is private owned and they have no control..

Desired Settlement: I feel it is not fair for me to stay with no bed for two weeks without the right custommer service expectaion and no support from the corporate nor the store..i just feel it is not good experiance with this company.

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 received delivery of the king bed on 12/18/13.  The store will be refunding the delivery charges - $129.00 plus tax and will also send out $100.00 in gift cards for all of the inconveniences with deliveries this customer has experienced.

 

Sincerely,

Ashley Furniture Homestore – Corporate Office

Business Response: I have updated the website as the store manager has spoken with the customer and has offered $150.00 in addition to the refund of delivery fee and $100 in gift cards. Per the store manager the customer is happy with the final offer.

Consumer Response:

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

Better Business Bureau:

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

Regards,

 

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

 

 

 

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

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8-31-13 we made a purchase at Ashley Furniture on ***** ******** *** ************ ** ***** ###-###-####. The sales person and manager both advertised us a savings for furnitures we purchasd by giving us a "$50 Gift Card" for each furniture sets purchased. We ended up purchasing 2 furniture sets for $2,700, and after we had signed and completed the transaction, we were then given 2 $50 Gift Cards for $100 total. Fast forward on 12-2-13. We went to make another purchase at Ashley Furniture hoping to use our 2 $50 Gift Cards. We were then told by another sales person and manager that they couldn't honor both Gift Cards on a $400 bedroom chest we wanted because the furniture was already discounted from it's MSRP price of $800. The manager then proceeded to show us a small print on the back of the $50 Gift Card that says not valid on promotions, and he proceeded to tell me because everything in Ashley Furniture is priced below their MSRP he considers that as a promotion and will only honor our Gift Cards if we pay the steeper MSRP price which is over a 100% markup of their current sales price. In other words, Ashley Furniture will have to charge up price of the bedroom chest to it's MSRP of $800 for us to even use our Gift Cards. We couldn't even purchase a $200 carpet rug because their MSRP markup was supposedly $300! Why bother using a $100 total Gift Cards when we would have to pay the MSRP of $300 for the exact same carpet an outside person can just walk in and purchase it on the store's $200 current price? What kind of Gift Cards are these? The manager even had the nerve to tell me these are not really Gift Cards like the ones you get from other retailers, and pulled out about 6-7 of the same $50 Gift Cards from his shirt pocket to show us he could just hand them out freely to complete any sale. So if they're not really Gift Cards, then why does the card themselves say "Gift Cards" on them? The salesperson also had the nerve to ask us if it's okay that he rings up the $400 bedroom chest we wanted as $800 MSRP instead, so we could then use our $100 total Gift Cards. Insulting! If we had known about this, we wouldn't have made the original furniture purchase in the first place at Ashley Furniture. But we didn't know this because, the salesperson and manager both were selling this to us as saving $100 on a Gift Card, and we didn't receive this Gift Card until AFTER the transaction was completed, signed, and scheduled for delivery to even check it out. This is a complete false advertising on a product. I am also filing a complaint with my Discover credit card company regarding this matter and will be filing other negative reviews on Ashley Furniture's business sales practices. Product_Or_Service: Furniture and Gift Cards Order_Number:***-***-****

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund of $100 for 2 worthless "$50 Gift Cards" that the manager himself said are not really Gift Cards. $100 refund either by original credit card transaction on 8-31-13 for order # disclosed on this form, or check sent to the name and address also disclosed on this complaint form.

Business Response:

Good Afternoon –

 

Per Regional manager ****** the store will make an exception and honor the gift cards for special priced items (except for Tempur-Pedic beds).

 

The ***** ******* has also left messages for the customer to return calls to further discuss. 

 

Thank you,

Ashley Furniture Homestore – Corporate Office

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

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the Jessa Place Sectional in Pewter. We received only partial sofa when delivered, then had to wait weeks for the other pieces. when we received the delivery people asked if we ordered a "green" couch, I said no we ordered Pewter which is supposed to be gray, he said well it's green. They rushed to assemble the incomplete sofa then left. when i really had a chance to look at the sofa the color is truly green, not gray. the cushion fabric does not match completely, different textures throughout the whole sofa. the chaise squeaks when sat on, which the service guy said was "normal". the fabric underneath the sofa was falling and hitting the floor. this sofa was completely cheap looking and not good quality at all. We already tried to have service done on a brand new couch, which was never really settled. completely unhappy with our purchase. Would like to exchange for another sectional for equal+ value. I hope Ashley is willing to work with very unhappy and dissatisfied customers. when we purchased this "color" this specific color was not in the actual showroom but went according to what the salesperson said was the gray color we needed. I guess she didn't know green from gray.

Desired Settlement: We would like to exchange this sectional sofa for another type which will be better quality and an actual gray color. we are willing to give Ashley another chance with an exchange of equal+value. we are hoping Ashley is willing to work with unsatisfied customers. Thanks

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 customer's situation, the right side facing sofa and the left side facing corner chaise were delivered to the customer on 1/2/13. The armless loveseat was delivered on 1/5/13. The customer made a call into Ashley Furniture Customer Care on 1/2/13 stating that the sofa fabric is not the same texture as the other item. A technician appointment was set up for 1/25/13. The technician reattached the dust cover on the bottom of the sectional and removed the plastic liner on the inside of the cushions. A message was left for the customer on 1/29/13 to follow up and make sure everything was taken care of. We have not heard back from the customer since. There was also no mention of any color issues. The sectional unit is pewter in color. The fabric is a polyester/ rayon blend. These fabrics have a tendency to have an iridescent quality to them causing them to pick up different tones, more commonly a green hue. The tones may differ with lighting changes. The fabric texture can be compared to a thick Terri-cloth feel. The same units the customer has in her home are on display on the store showroom floor in the Dune color. The store does have a fabric swatch of the pewter color if the customer would like go into the store to compare her set to the showroom model. Customer perception issues such as color must be reported to Ashley Furniture within 72 hours of accepting delivery. Due to the length of time the customer has had the units in her home we cannot allow a reselection, however the customer has a full warranty with Ashley Furniture for any manufacturing defects. We will be more than happy to work with the customer on taking care of any manufacturing issues they may have. Sincerely, ***** Arneson Ashley Furniture Corporate Office

Business Response: I left Ms. ****** a voicemail on 12/27/13 letting her know that I showed her photos to our Quality department and upper management. Both areas say the photos are inconclusive to make a decision to refund the customer. I stated in my voicemail to the customer that if we were to base this off of her photos alone, then we will need to send parts for the 2 cores that appear to be flat and some blow fill for the back where her pet appears to lay. The animal in question is in the photograph. The indent on the back rest of the seat next to the chaise is very indicative of a place where a small animal has been laying. We have advised the customer that we are wanting to have our technician come to her home to do a complete inspection of the product to see what actually is going on with the units. Based on the sales terms and conditions, which are signed at the point of sale, Ashley Furniture reserves the right to attempt to repair the product back up to manufacturing specifications. If we are unable to repair the product, then we will offer an even exchange or a reselection. The customer has not allowed us to attempt to assist with the issues she is experiencing. No refund will be offered at this time.

Consumer Response:

Better Business Bureau:

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

This is ridiculous that I am still discussing this!  Ashley furniture has replaced our sectional once already, once in August of 2013, and now want to replace it again.  So this is the 2nd sectional within a 12 month timeframe!  I do not want another piece of garbage furniture from this company.  The photos I have submitted already show that this 4 month old replacement sectional is yet but just another piece of garbage so we DO NOT want it fixed or replaced, we want it out of our home and we want our full refund now.  I'm not going through this B.S. Every 4-6 months because the quality of furniture is cheap and unacceptable.  So AGAIN, I am done having this conversation.  Pick up the furniture and refund our credit card, I want nothing more to do with this headache of Ashley Furniture.  

Regards,

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

 

 

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

12/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased some furniture from this store on 10/20/13, first and foremost the lady who assisted us was horrible, her name was ******* *********, she kept us on a time crunch cause she was headed out to lunch, when asked if our bedroom set included the box spring and the two night stands she said yes, I asked her twice what the package included, she confirmed both times, asked her also if there were any other mattresses we could choose from instead of the default they had on display, she said no point blank to my face, she then proceeded to sell us the furniture and told us the furniture would be delivered on Wednesday 10/23/13, when calling there client support line they informed me that the shipment had been actually scheduled for Monday 10/28/13 from 8:00 AM- 12:00 PM, I had to take a day off of work to wait for the delivery, secondly when they arrived and dropped off all the furniture I noticed that the box spring was missing and there was only one night stand, my girlfriend went today to clarify the situation and was told that the package came with one night stand and no box spring even though thoroughly asking the sales person what the package came with, they also told us conveniently that there is a whole section to pick out your mattress, something the sales person purposely left out so she could up sell me a high end mattress. Instead of doing what is right and giving us the furniture that they rip us off with the manager decided to sale it to us at a reduced rate and would not take back the mattress cause he says its due to health issues. This is unacceptable due to the fact that they didn't disclose that we could choose our mattress.

Desired Settlement: We would like the extra night table which we were told we would receive, also to take back there memory foam mattress and let us choose one from what they got in stock, like it should of been since the sale, and also to provide us with the box spring that they said would be included with the package.

Business Response: Good Afternoon -

Per the ******** ******* ****** the customer has received the Bunkie board, night stand and chest at a greatly reduced price to compensate them. The customer has all items in their possession.

Sincerely,
Ashley Furniture Homestore - Corporate Office

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

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

Complaint: Disclosure docs provided for purchase unclearly represent return policy as a "no return policy" They are ambiguous and elude to a return refund policy I recently ordered a new bedroom set on 11/09/2013 and received delivery at 4:22PM on 11/16/2013. Upon further inspection I noticed several problems with the furniture that I had not initially noticed when it was delivered. I called the store the next morning on 11/17/2013 to find they have a no return policy but would have a service tech come out to look at the issues. Issues Include: 1. Several scratches where the wood finish is damaged - headboard, footboard, & dresser 2. Unevenness of stain finish - concentration of color on bottom right of dresser 3. Corners, edges or pieces do not butt up to be flush - dresser, footboard, nightstand 4. Noticeable screw holes where the headboard and side rails meet The hard "No Return Policy'' was not communicated to me verbally or by the terms page provided with the purchase. The terms page states "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise isnot Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns of refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation;purchases paid by credit card will be refunded back to the credit card charged." My purchase is damaged/defective and does not fall under the list of items specifically excluded from refunds/returns. The policy leads me to believe I am in fact due a refund which is not being honored. I'm still waiting for a call back from the sales manager who was contacting corporate for an agreeable option.

Desired Settlement: I am seeking a return of the damaged product and a return of the purchase price less the deliver fee.

Business Response: Ashley Furniture and this customer reached an agreement back on 11/20/13. This complaint has been taken care of.
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.

The store only agreed to allow a return of the product with a store credit.  I am not satisfied with this resolution but accepted as I felt there was no other option available. Moreover, the dispute is still that the stores's business practices do not align with the disclosures provided at time of purchase.  If the store does not accept returns of any nature the disclosures should clearly reflect this practice.  My preference to resolve this dispute would be for a refund of my purchase price.  I would further agree to a restock fee or non refund for delivery and pick up of the product.  

Regards,

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

Business Response:

Customers are made aware of the Sale Order Terms and Conditions listed on the back of the sale paperwork at the point of sale. These sales conditions are initialed by customers prior to completing the transaction. The store has Ms. ********’s signed agreement on file at their location.

In the Ashley Furniture Sale Order Terms and Conditions for the Refund Policy it states: If merchandise is delivered in damaged or defective condition and you notify us of this condition within three (3) business days after delivery or pick-up (the “Notification Date”), we will either replace or repair the merchandise or, if you so choose, provide you with an equivalent replacement acceptable to you within forty-five (45) days of the Notification Date. If we are unable to replace or repair the merchandise or provide you with an equivalent replacement acceptable to you within this 45 day period or within a mutually agreeable time period, we will offer you a refund of the purchase price paid by you or, where applicable, a reversal of the credit card or financing transaction.

We have kept to the Sale Order Terms and Conditions laid out by the Ashley Furniture legal team. The customer refused for a technician to bring the product back up to the manufacturing specifications and an exchange. Her only option left is for us to allow a reselection of the grouping which is what was completed back on 11/20/13. Since we have all of the options available for the customer to choose from, no refund will be authorized as we are able to service the customer based on the terms and conditions.

Sincerely,

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

Ashley Furniture Corporate Office

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

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a table from the Ashley Furniture Store located at **** * ******** ***** *** *********** ** on 11/24. The table was delivered to my home on 11/26, and upon delivery we noticed imperfections on the table. More specifically, there were triangle shaped divots all over the table. On 11/27, I filed a complaint with the Customer Service Department and provided pictures of the imperfection, and was informed by *** in their Customer Service Department that the table "absolutely should not contain those divots, and that a new table would be delivered to our home." A new table was delivered to our home on 12/2, and again this table contained similar triangle shaped imperfections that were slightly different from the first table that was delivered, and when we asked the deliverymen about this, they told us that we need to accept delivery and file a complaint with the Customer Service Department, which is what we did. On 12/3 we filed another complain and provided pictures, and this time *** in the Customer Service Department told us that "This is how the table was designed, and that there was nothing she could do." She also informed me to go back to the store and speak with the sales associate and to check and see if the table in the showroom had similar imperfections. On 12/4, I went back to the store and spoke with our sales associate, ******* ********, and he told me that this table should not contain any triangle shaped divots, and we viewed the table on the showroom floor and it did not contain any of these triangle shaped divot and there were not any imperfections on the table. **** said that I needed to re-open my complaint with the Customer Service Department, which is what I did on 12/5. It seems like the company's answer to my issue is continuously changing depending on who I talk to, and I feel like this issue is just being pushed off on others and no one at this company is willing to work with me to reach a resolution. I have spent a significant amount of money on table that contains imperfections and have already taken off 2 days of work to have this table delivered to my home. If the company wants to state that this how the table is built, then I feel it is extremely deceptive to have a table on the showroom floor that does not contain these markings, and then after you purchase the table and it is delivered to your home all of a sudden you discover these imperfections. Had I known prior to my purchase that this table contained these markings, I would have purchased a different table.

Desired Settlement: I want the table that I agreed to purchase that matches the quality and is identical to the one I viewed on the showroom floor. I do not want a table that contains these triangle shaped imperfections, and I also believe there should be some financial compensation for all of the hassle the company has put me through.

Business Response:

 

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this 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 claim, we have been working with the store to try to find a resolution. They have been in contact with the customer and have come to an agreement.

Sincerely,

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

Ashley Furniture Corporate Office

Consumer Response:

The business has agreed to refund 25% of the cost of this item.  

 

 

 

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

11/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture from Ashley Furniture at their ********* ** location (and opened an a credit acct with them to do so) on June 24, 2011. I paid off the balance in full on April 15, 2012. I get a call on August 29, 2012 from the ******** location stating that they did not charge me correctly when I originally purchased the furniture and I now owed them $279. I stated that it was absurd, I did not owe this and the fact that they called me over one year after my original purchase with their mistake was not my issue and they needed to adjust it off on their end. The next day I called and closed that credit account just in case they decided they wanted to just put it on my account without my consent. I received a letter stating the account was closed with a $0 balance. And that was the last I heard of it. No letters, no more phone calls...nothing. I check my credit report on Friday, November 1, 2013 (like I periodically do) and found that they had turned me over to collections in January 2013. They appeared to have opened some bogus account that I did not authorize with a opened dated of November 2012 and 1 month terms. So now that is on my credit and I have to deal with all three credit agencies to get this taken care of. This is not ethical business practices.

Desired Settlement: Removal of billing item owed and removal of negative collection on my credit report.

Business Response:

BBB

Complaint Department

Complaint ID: *******

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer’s situation. We take these matters very seriously.

Upon review of the customers claim and speaking with our store and finance team the customer would actually need to work with their finance company and the 3rd party collection agency that the finance company sent the customers past due balance to. I have reviewed the complaint with our finance team and this charge the customer is referring to is not something that was charged by Ashley Furniture. This is something coming from their finance company. Unfortunately we are unable to help with this situation.

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

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

Sincerely

Ashley Furniture Industries, Inc.

Corporate Office

**

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

11/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased my home furniture from Ashley Furniture ******** ******* on 03/08/11. The items purchased were Rec Sofa/Wesley/Sienna, sofa, Love Seat under Invoice # ********* For total $ 3411.50. I was very pleased with my purchase from Ashley until, I determined that the leather surface is peeling off from the base material at the head rest area. The attached pictures shows my concern. My expectancy for the quality of Ashley furniture was high and did not expected poor quality for the high price I paid in such a short duration of time line. The material used in the furniture is a very poor quality leather finish. From now on I assume that Ashley import furniture from Overseas where the quality is not controlled. I approached to the local store in ******** for my concern but they recommended me to talk to corporate office. I would like to take this matter to Consumer complaint department and address the issue for the resolution. At this time, I would like the corporate Ashley to follow in this matter and suggest the resolution ASAP. Awaiting for you reply. Please forward to corporate e mail. ****** ***** **** ***** ** ******** ** *****

Desired Settlement: Excahnge the defective leather product with reliable long lasting material.

Business Response:

Date: 11/18/13

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.

Upon review of the customers claim the customer actually received their furniture 12-16-10 not on 3/08/11 like stated in the BBB claim. The customer also called in to the Ashley furniture corporate office on 7/3/13 and reported that they had been conditioning there leather every 2-4 weeks which is not suggested. On the cleaning code label of the furniture it states that this piece of furniture is to be cleaned with a water based cleaner. Due to the length of time the customer has had the furniture along with the amount of cleaning/leather conditioner they had been putting on their units we would not be able to do anything.

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

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

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

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

**  

Business Response:

Date: 11/20/13

BBB

Complaint Department

Complaint ID: *******

 

Thank you for responding to Ashley Furniture Industries in regards to your complaint.

 

Upon review of the response we would stand with our initial response. The response sent over is a copy a suggested way for caring for leather product, this is not a suggestion from Ashley Furniture Industries. Also within the suggestion from the other company they suggest cleaning the material every 3-4 months where the customer informed our customer care representative they had been cleaning their product every 2-3 weeks which would be over cleaning the material.

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.

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


Dear Sir/Madam,

I understand the customer service department is not doing a job of resolution, rather they are arguing the customer on cleaning issue.

The fundamental issue is the material is spread on with the paint  by overseas manufacturer. I feel sorry not only for my self but for all those who suffering and regretting after buying this furniture from Ashley. It would be interesting to get the information from Ashley  of all those customers who has bought this in the past and are they all in the same boat as me or not??,

I am willing to spend some time to discuss those customers and their position, if I can be provided with their contact information.

Regards,

****** *****

 

 

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

11/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted to contact the company regarding an order that was placed in June 2013. The original delivery date was at the end of June, when the delivery guys came the item was on backorder. Another delivery was scheduled for the following week and again the item was not on the truck. I called the company and was told that they would send the product once they had it on hand which was to be late July. I have yet to recieve the item and am now being charged for the product even though I never got it and was not supposed to be charged until I recieve all products included in my order. I called the company and was sent to various departments and no one was able to tell me the status of the product or where it was at this point in time.

Desired Settlement: I want them to contact ***** and inform them properly that I should not have been billed yet and to credit me for the missing products that I have yet to recieve. Both a rug and the replacement set of coffee/end tables

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 claim we have been in contact with the retail store. They have left the customer a message asking that he call their location regarding his concerns. We will update the BBB when more information becomes available.

 

Sincerely,

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

Ashley Furniture Corporate Office

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

11/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on 10/31/13 I went into Ashley Furniture to look for a bedroom set, ended up purchasing a set for close to 4,000. The sales person, never once mention when deciding to buy the bedroom set that their was a no return policy under no circumstances. I found out on the back of the contract in tiny print their is no returns. She was busy rushing to get the sale. I thought I was receiving quality furniture. I also purchased a mattress with the bedroom set. Upon delivering of my furniture it was on my receipt to pick up my mattress. When the delivery people arrive, they did not have the same information on there receipt, so this in term ended being in argument for them to take the mattress. So I contacted the store sale person to discuss why their a problem. Eventually after aurguing about it, they ended up taking the mattress, rushing out, not giving me time to inspect my furniture. After they left, I notice on one of the dresser the draw would not close all the way. You can cleary see it was a manufacturing defect. Had I been given the opportunity to inspect my furniture I would have not accepted the dresser and sent it back. Now I am been told by custermer service I have to wait on a technician to come out and see if he can fix the problem. This is a brand new dresser. I feel I should received a new dresser and not a broken dresser and wait on someone to fix it. The tech came out on 11/15/13 and stated he can see that it a bad bar and it is a manfacturing defect. So with this being said I contacted Ashley Furniture on 11/15/13 and spoke with a Manager ******** who inform she can't do nothing until she gets the paperwork from the tech. She also informed I cannot get a new dresser that I have to let him fix on it. I feel this is not fare nad misrpresentation of there furniture. I should be given a new dresser as I purchased a brand new dresser not a use or defected dresser. This policy suck and the sale person should have told me this and have signs around the store that state no return on furniture regardless of the condition. I would not recommend anybody ever bugying furniture from this store as you do not know what you getting, It is not true to its name and the Ashley Furniture should held up to there bargain on there furniture. I worked hard to save money to purchase this bedroom set and to get a dresser that cleary is a manufacturing defect, should be replace with a new dresser. I am not pleased with all of the frustation am being put through to have to get the dresser replace. I been told someone has to come out and try and fix on it, which is not acceptable. I feel this has not been resolved to my liking

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. ****** states that she was told we need to wait for the technician’s report before we can move forward. This is true; we cannot process anything on the order until we have a technician’s report to back the findings.  However, the customer was not told she has to keep the damaged product. Our agent stated that she will call the customer when she gets the report to discuss the issues. As soon as the report comes in the customer will be contacted to find a resolution to her situation. We will update the BBB as soon as this takes place.

Sincerely,

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

Ashley Furniture Corporate Office

Business Response:

Ms. ****** was contacted by an agent and informed that we will be exchanging this item in question. She has scheduled her exchange for 11/20/13.

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,

 

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

 

 

 

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

11/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Defective furniture including ripped seam exposing a large part of the cushioning, fabric coming apart for the backing, cushions unraveling, Store was notified well within the timeline under warranty. Store (********* ***** ******** **) has notified me they would cover replacement or repairs. However, when I exercised the warranty, the store manager stated he would have to go through the Ashley sales rep. I was later offered $250 for repairs or cash, and a part list. The prices of the parts that I estimated I needed was close to $250. I notified Furniture Mall and Ashley Furniture of this and that this would not cover repairs to attached pieces. After numerous emails and calls, nothing is being done about it and each company seems to pass it off to the other company. I spoke to an Ashley Furniture corporate office staffer on 10/23 , who stated that the offer I was given does not sound right, and that she would contact the sales rep and get back to me. I have not heard back.

Desired Settlement: Full repair and replacement parts including shipping (all at no cost to me).

Business Response:

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. Upon review of the customer complaint I am trying to locate the customers purchase history in our file but have been unable to. Can I please have a sale order number and exact location of the store you purchased from.

 

Sincerely,

Ashley Furniture Industries, Inc.

Corporate Office

 

 

**

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

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered/purchased several items from Ashley. During the confirmation call I noticed that my area rug was not listed under item that will be delivered. The representative then explained that the rug would come through the mail instead of being delivered with the other furniture pieces. I became very upset because I was not informed that the item will be mailed at the time of purchase. In addition to not being miss informed I had not yet moved into the house and Ashley did not know the expected mailing date. I then asked to file a complaint. Because when I called the store the sales man or store manager was not available. The representative insured me that she would send the complaint to the ***** ******* and he would call me within 24 hours. It has now been 48 hours and I have yet to be contacted. I received a smaller version of the rug I ordered in the mail yesterday. I have not even received my furniture and already I am a very unhappy customer. I have been misinformed, lied to, and mailed the wrong rug.

Desired Settlement: I would like a refund and the correct rug. I choose my entire decor around this rug ( lamps, throw) that I will not have.

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 customer’s situation we have found that the customer has been working directly with the store to get the issues resolved. The correct size rug was placed on order and the customer accepted a $50 gift card for all the inconvenience. In regards to the customer not having her product yet, she accepted delivery on 11/02/13. A copy of this BBB along with a request for them to reach out to the customer has been sent to the store's upper management. 

Sincerely,

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

Ashley Corporate Office

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

10/23/2013 Problems with Product/Service
10/22/2013 Problems with Product/Service
10/21/2013 Problems with Product/Service
10/11/2013 Problems with Product/Service
10/11/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service
10/8/2013 Delivery Issues
10/3/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told by several sales associates that a chest of drawers was included in a 14-piece bedroom set. We looked at all of the bedroom sets that were included in the package option and with every one we had the sales associate point out the exact furniture that would be included in the package price. Every time it included a chest of drawers. The store was going to close in half an hour so the associate, not wanting to stay late, sent us home to measure where all of the furniture was going to go to make sure it fit. We went back the next day and signed the paperwork quickly because we had family in town. I had to take half of a day off to have the furniture delivered which is fine but upon delivery we found out that the several hundred dollar dresser was not on the truck. The driver said, "It must be on back order. Let us deliver what we have now and go from there." The delivery charge was $125 when I was told in the store it would be $60. We found out that once the furniture is delivered it can no longer be returned. We called to explain the situation and the store manager said that there was a miscommunication and that he would be more than happy to sell us the dresser. How convenient, more sales for them. We were blatantly told incorrect information, several times by several people and then backed into keeping the furniture by fine print and then the proposed solution was for me to pay more for what I was told would be included?!?!

Desired Settlement: We would like to have the chest of drawers given to us that we were promised.

Business Response: Date: 9/18/13

BBB
Complaint Department

Complaint ID: *******

At Ashley Furniture Industries, Inc. 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 customers claim with the store we have decided to refund half of the customers delivery fee and we have spoken to the customer and informed him of what is included int he 14 piece packages. The customer now understands it was just miscommunication when it came to what was in the plan. The customer also did not understand that with the more furniture you purchase the higher the cost of delivery would be. With his initial purchase where he was quoted a lower delivery price there was only a couple pieces of furniture, when the customer decided to go with the 14 piece package that delivery fee went up when adding a lot more furniture.

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

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

Sincerely,

Ashley Furniture Industries, Inc.
Corporate Office


**

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

9/25/2013 Problems with Product/Service
9/20/2013 Delivery Issues
9/16/2013 Problems with Product/Service
9/13/2013 Problems with Product/Service
9/11/2013 Problems with Product/Service
9/11/2013 Delivery Issues
9/10/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased 2 dining tables and a sectional couch from Ashley furniture. One of the dining tables we explained to the sales person would be used as our everyday kitchen table. The sales person assured us that the table we selected would be perfect for every day use as it was made of high quality hard wood and had an additional hard wood veneer for added durability. After about a week of normal use, we noticed that one of the leafs began bubbling at the seam. The "bubbling" portion of the leaf is on an insight edge, meaning it touches 2 other leafs as it's a "butterfly" table. We contacted Ashley as it's clearly a manufacturing defect and we believe that particular veneer was not properly sealed. They sent a technician out who indicated several things: moisture would have had to of gotten in between the table and the veneer causing the bubbling. When asked how that could of occurred he indicated that "it's just the quality of the table". When questioned further, he indicated these tables can not be washed or wet at any time, which makes me wonder why this table is falsely advertised as a dining table - if you can't dine on it. When asked why the touching leafs do not have the same "damage" because clearly if one was "wet" causing damage the touching veneers would have been exposed to the same, he said he didn't know. He indicated his report would recommend that Ashley replace the defective leaf. A few days later, we received a call from Ashley indicating that water damage was not covered by the warranty and they would do nothing to resolve the issue. This is clearly a manufacturing defect as the veneer was clearly not sealed properly to allow water from normal, every day use to get into one leaf but not the others after one week. We had a table from ******* that cost us $148 and lasted over 10 years - the only reason we purchased a new table was because the ******* table was too small for our growing family. This table cost us $999.99 and only lasted a week before it began "falling" apart. I find it horrible that this company does not take pride in it's products, does not stand behind the quality of it's products (the technician specifically indicated that these tables w