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Ashley Furniture Recliners

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Posted by on
HOUSTON, TEXAS -- 11/18/2011 Here is the update to this MESS. I received a box of stuffing and an envelope containing what looks like a cover for the Chaise. Have not received a call about when a TECH Repair person will be here to FIX the problems. By the way the stuffing they use is VERY FLAMMABLE!!!! I am still not sure it this is their Final resolution and that I am to FIX it myself. The only resolution in my opinion is a FULL REFUND AND PICK UP THIS CRAPPY FURNITURE. Of course if I don't hear from them or my idea of a Resolution is not met I will be at the store the day after Thanksgiving with the box of FLUFF and Cover to show other consumers the quality of the material they use.
7/9/2011 purchased $2,476.06 "Leather Blend" 3 recliners, 1 Chaise I have contacted the corporate office 4 times, called the store 4 times, had two tech service calls one arrived instructed me to unzip the arm rest that was flattening supporting your arm on the wood of the arm rest frame. He would do nothing about my second complaint of "SCRATCHES" appearing from my dog. He commented the corporate office position was that pet damage is not covered under the warranty; the second Tech never showed up or called, and this is after receiving assurance from Jimmy Rogers the store Manager that he would take care of me and make me happy. However my position is that a couch made of this fabric was unacceptable and having owned prior other Leather blend and leather sofas this "SCRATCHING" was never an issue with my pets. After sending lots of emails with pictures Corporate called me today 11/11/11 willing to only replace the chaise and "Fix" the arm rest stuffing which is the only issued coverage on the warranty. My position is NO after reading the entire rip off stories of the poor quality of the material in their products with strong complaints with this particular model sofa set, I demanded a full refund. Of course that is not their policy and I have to wait 4-6 weeks before I will receive a call to schedule an appointment for another repair tech (still not sure if they are replacing the chaise or recovering the Chaise, which they are doing as a courtesy this time but not any longer in the NO I did not agree and my comments to you were "do what you have to do".
With copies of my damaged furniture and a sign warning consumers,
I sat in the PUBLIC Parking lot in the shopping center where Ashley furniture
is located. I showed others and they agree this kind of damage is not
from PETS it’s from Faulty material. And considering the cost of the
furniture the material is lacking in durability which people expect from
a sofa. I don’t know anyone who purchases furniture with the intention
of placing BLANKETS ON THE CUSHIONS TO PROTECT FROM SCRATCHING.
By the way what do you say about the faulty cushions and stuffing used, which
if you read the websites this is MAJOR COMPLAINT OF CONSUMES WHO HAVE
PURCHASED FROM ASHLEY FURNITURE.
If a full refund is not given then I have other measure of publicizing
the FAULTY Quality of Material Used in this sofa set. YOUR POSITION THAT IT WAS
CAUSED BY PET DAMAGE, I STRONGLY DISAGREE WITH!
I am today contact an attorney to collect not only the full purchase price of
the furniture but also compensation for my time, and cost for protecting
my rights as a consumer.
I have informed TERRY the operations manager on Saturday 11/12/2011, that
I will continue to sit in the parking lot with copies of the damage as
well as printing business cards to pass around where ever I go
to discredit Ashley furniture and their practices and faulty
material used in their products.
If Erika took the time to look at the web sites she will find other
complaints regarding professionalism of the Corporate office of Ashley furniture, the quality of furniture, the no shows of tech repairs, delayed deliveries, etc etc etc

     
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Alain on 2011-11-24:
Talk with the attorney before taking the other actions you are thinking of. They may have a better way of doing things. Thank you for taking the time to warn your fellow consumers about Ashley's consistently poor service and dubious products.
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Extended warranty is a RIP OFF - Do not waste your money
Posted by on
PHOENIX, ARIZONA -- I bought a premium reclining soft set with 5 year extended warranty from Ashley Furniture located in Phoenix Arizona about 2 years ago spending over $2500. The product worked good for a year and then problems started with leather peeling off in certain places. I reported it to the customer service, The customer service was rude to start with and then she told me that the regular ware and tear is not covered under extended warranty and left me hanging there. This is a total shocker for me when I spent over $400 for the extended warranty.

I do regular maintenance of the leather soft with leather conditioner and still it resulted in it. The leather is of low quality one and extended warranty sucks and not worth the money I spent.

I would recommend all of you to avoid Ashley Furniture and Extended Warranty for sure.
     
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jshorty on 2010-03-01:
I have the same problem.
Purchased a Sonoma Rocker recliner and love seat at the York store location. Everything was great until delivery day. Rocker recliner was set up in my living room with a bent relining arm, at which time the delivery person told me that was how they all look. I refused delivery and the driver took the recliner with him. One month later, we received the second recliner which was delivered with a bent reclining arm. After pointing out the issue with the delivery driver, he proceeded to place his foot on the arm of the chair and pulling with both hands bent the reclining arm out. Of course, I was shocked and refused delivery of the item. After contacting the store manager about the situation, he apologized and offered to give me the floor display in their show room. I accepted with the understanding that since we had purchsed the Montage warranty service, if any problems occurred that the chair would be covered.
Shorty after the seems of the leather began to separate, we called the service center and they sent out a leather repair specialist who was excellent at his trade. The chair was repaired and everything was fine.
One year later, we began to notice the top layer of leather peeling off the seat and arms of the recliner. I called the Warranty serivce which told me that they will not cover the peeling of the leather, and that we should go into Ashley furniture to discuss problem.
A week later we spoke to a customer service rep. at the store. After explaining the entire story, she stated that there is nothing that she can do. She also stated that since we purchased the warranty service they will repair any cuts in the leather. I explained that it is not a cut in the leather, but rather the leather was peeling. The customer service rep response was that the warranty service will reapir cuts in the leather. We proceeded to ask the customer service rep. that she was implying that we cut the leather in order to repair the peeling. The represtentative stated that we should not, while at the same time she was shaking her head yes. At this time we asked to apeak to the mamager. After explaing the situation to him, he gave us his business card and stated that he will contact us on Tuesday.
Three weeks later I decided to contact the store manager, after 5 minutes of becoming familiar with the complaint, he stated that he was just about to call us and that there was nothing that he could do.
I contacted the customer service headquarters for Ashley furniture, they recorded the complaint and said that they would be in contact with us. It is now 6 weeks later and after contacting customer service twice, there is still no solution to our peeling rocker recliner.
At this point, we have spent to much time trying to remedy this situation. Our Love seat is still in great condition and is used much more than the recliner. At some point, I will load the recliner and drag it in through the stores front door and let it there.
Frances Chadwll on 2012-06-06:
This looks just like my sectional sofa and Ashley's will not do anything about it. I am thinking about seeing a lawyer to get refunded for the warranty charge. Good leather does not peel and Ashley's tells me this isn't covered. If you ask me Ashley's sells poor quality furniture. It should be against the law for them to sell the consumer insurance knowing good and well they are not going to cover anything. I would like to haul my sofa to their location and set it in front of their store.
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Two Year Nightmare!
Posted by on
BOZEMAN, MONTANTA -- Here is the exact email (I deleted names) I ended up sending to Ashley Furniture Homestore of Montana to their headquarters in Missoula.

April 15, 2008

Montana Ashley Furniture Homestore Managers


Dear Montana Ashley Furniture Homestore Managers,

Subject: TWO YEARS of SEVERE customer dissatisfaction

I am sorry to have to write to you in these regards, but given the circumstances of the past two years, I have no other choice. My name is ___. The account to what this letter is about is under my husband’s name, ___. I will be retelling the events for the past two years, since I am the one that has dealt with 99% of what has happened.

I do not know where to start, other than the beginning. So, this will pretty much follow the notes that I have kept since day one.

My friend and I walked into the Bozeman Ashley Furniture Homestore (BAFHS) on March 8, 2006. She and I were there to scout for furniture so that I could take the ideas we had found to my husband for him to look at and compare to some other furniture we had seen. He works nights at the local newspaper so his weekdays are limited. We spoke to ___ that day and she assisted us with getting the print out and prices of a particular brand, the Contour-Burgundy sofa, loveseat and recliner. She wrote the prices on the print out for me to take back to my husband.

On March 13, 2006,

my husband and I went back to BAFHS and found a salesperson to help us. ____ helped us, and went over again the prices, and started the purchase and delivery. We decided to purchase the Contour Burgundy sofa and recliner. We also purchased the 10 year Ultrashield Leather Program. Here is the breakdown:

Recliner: 655.00

Sofa: 895.00

10yr ULP chair: 69.00

10yr ULP sofa: 99.00

delivery charge: 39.00

fuel surcharge: 5.00
__________
total 1,762.00

Our new furniture, was scheduled to be delivered on April 12, 2006. It was, in fact delivered on that date around 3pm.

When the chair was brought into our home, I pointed out that the color looked different. The delivery guy (___), even my husband said it was just the light. BUT when the couch was brought in, and set next to the chair, we ALL saw immediately that the chair was in FACT brown, and NOT burgundy like that couch. The delivery guys looked under the foot rest and double checked the number (4740727) which is what it said on our original order form that it was to be the burgundy color.



I immediately called the BAFHS and asked for ___. ______ answered the phone. I told him about the chair and that I needed help. He told me that ___ was off for the next two days, and since HE (__) was NOT my salesperson, he could not help me and that I would have to wait. I asked him who else I could speak to, and he gave me the phone number and names (__, __and __) of the customer support in Missoula. This began a two-year relationship with the ever helpful ladies in Missoula!

I spoke mainly to __(until recently, to whom I have spoken with ___). I was unable to get a hold of __, and because this seemed to be of an urgent matter to me, I called the Missoula AFH, and spoke to __, she took a message and was able to contact Patsy. Patsy called me back soon after and we set up a time for ___(repairman for the BAFHS) to come look at the tear on the couch.

April 13, 2006.

I took photos on my digital camera of the chair and couch next to each other and you could see the color difference. I had to take my camera DOWN TO THE STORE and show the sales lady that I spoke to on the phone the photos, because I had called and tried to tell everyone the wrong color chair had been delivered. I felt like nobody believed me, and that they were labeling me to be a liar because they said they had had no other calls about wrong colored chairs. I asked to speak to the manager, and he was not there. She gave me his name, writing it down on the back of the sales sheet that I had to take along with my photos to show the label and serial number off the chair did in deed match, although the color was not correct. She wrote down: ____BZMN MGR.

___arrived on Friday, April 12, 2006 at 4pm. He checked the slice on the left cushion and he said he could repair it. I told him I didn’t want him to repair it, we had just paid almost $1,800.00 for a brand new couch and chair, and that is what I wanted. He then checked the chair, which he agreed was in fact BROWN, and checked the serial number on the bottom of the foot rest, it was also indeed the correct number for the BURGUNDY chair. He said there must be some mix up at the main warehouse. He went back to set up a new delivery for the chair and a new couch.





May 6, 2006.

The new and CORRECT color recliner chair was delivered with a brand new couch. The delivery guys swapped chairs, and took out the (1st) couch and then brought in the new (2nd) couch. I noticed right away there was a 3” gouge on the right front side of the arm of the couch. I pointed this out to the delivery men and they decided to SWAP the 1st couched right section with the brand new 2nd couches right section. This looked terrible because now I have a couch that the left and middle are plump and new, and the right section is all flattened out. I was tired of all the trouble so we left it how it was.

Around the 20th of May we received in the mail a $200.00 “refund” check from Ashley Furniture. I called and was told that it was for all the trouble we had gone through with the chair and the couches.

I was still angry and upset at the fact that during the WHOLE TIME we had all these troubles, not one person EVER called us, not even our (“we can only talk to you”) sales person, ___never even called us to ask us how anything was!! We never heard anything from him until June, 2006. We again, IN THE MAIL got a note card from ___it read:

_____(not correct spelling) & _____,

Sorry for all the mix-up.

Please enjoy this gift

Card.

Thanks, ______

In the card was a $100.00 Ashley gift card. By this time, I didn’t want to spend another penny at any Ashley Furniture store. So, I drove down to the store with card in hand, and happened to find the infamous store manager, ___. I told ___how disappointed I was with everything that had happened, and asked if I could just get the cash for the card, because I didn’t want to put in another penny into the store. He told me that the card was not intended fro cash, and it said so on the back of the card. So I asked him: So basically you have given me a 100.00 worth of nothing? To which he replied: If that is how you want to look at it. I left the store, never intending to EVER AGAIN set foot in ANY AFHS, and would tell all family and friends and any other living soul I encountered the trouble that we had gone through and suggest them to avoid the stores as well. And they all have.

Well as my luck would have it, I had no other choice but to once again call on ___, AFHS Missoula customer service rep. Ten months later, March 2007. I had cracking on the sides of the cushions, tearing of material in the corners of the stitching, and fading on the leather that looked like chocolate milk, and tearing on the underside of the foot rests. (yes I took pictures again). She again set up another appointment for ___(repair) to come take a look. He came a couple days later and took a look. He said it would take about a week to get the leather in to make the repairs, and about a week to make the repairs. I figured towards the end of March that it would be done. I asked him about getting a loner couch while he did the repairs, he said that the store did not lend loners. I asked, “ do they expect for a family of 6 to all share the chair and sit on the floor?” He said it was pretty much “my problem”. This was very upsetting, so I called ___again and asked why, she said she would make sure we got a loner while they had our couch and were making the repairs.



March 22, 2007

AFHS came to pick up my couch and did indeed bring a loner couch. The couch they brought was dirty and dusty and had cigarette burns in the cushions. We had to clean it up before we could even sit on it. They said it would be about two weeks to get our other couch back.

3-30-07

I called and spoke to ____to check on the status of things. He said they had fixed one cushion and had to wait on the leather to fix the arms and the foot rest, so it would be another two weeks.

Still no phone call, I tried to call and there was no answer from ____. I called ___to see if she knew anything. She said that ___'s notes showed that they had fixed the arms and they were waiting for the leather to fix the cushions. To top it all off, he was on vacation for the next two weeks!!! I was LIVID…I had talked to him two weeks ago, and he told me the complete opposite, and never mentioned a word about going on vacation….___said she would contact ___and just order a whole NEW couch (#3).

May 15, 2007

New couch (#3) arrived, I went over it on all sides. No scratches, rips, tears of cuts. FINALLY…maybe the end of my nightmare! I wrote on the delivery slip they took back to the store that I would like documentation showing that I had insurance on this couch, they said I didn’t need it since it was the exact same couch with the exact same number.

TELL ME IT ISN’T HAPPENING..AGAIN!?!?!

8 months later, Jan 14, 2008 12:55pm.

I find myself yet again with the same problems I had with couch #2. Tears around the stitching, cracks on the sides of the cushions and a rip under the foot rests, and the chocolate milk fading look. And now, the recliner is not rocking right, and is now leaving black dust spots under the chair, we looked and could see where the frame was grinding together. Now I have black stains on my carpet that I have to have professionally cleaned because I cannot get it out. UGH!

I called AFHS customer service and was transferred to ____. I left a message for her to call me back about the couch and chair.





Jan.14, 2008 2:57pm

I call CS back since I have heard nothing from anyone. ___answers, says she is not sure why I would have been transferred to ___since ___is the one that answers the Bozeman calls. ___set up Friday 1-18-08 for repair to come look at the couch and chair.

___shows up on time, looks at the chair and the couch and informs he will be leaving AFHS and someone new will follow up in a week, he has to order the leather and the mechanism from the chair.

Feb 18, 2008 2:20 pm

I call ___back. I tell her that I have not heard from anyone since ____was here almost a month ago. She says it shows the leather was to be in the Bozeman store today (2-18-08) and that the middle and right sections were to be repaired or replaced. But she did not see anything about the under carriage for the chair being in or shipped. Was informed I would be getting a call with time and date for repair and replacement.



March 5, 2008 12 noon

Spoke to _____again. Told I have yet again to hear back from ANYONE. She says her records indicate that the material and mechanism is in fact at the Bozeman store but does not see a date set up for repair. I told her that when moving the couch I found some additional tears under the couch and on the back, she set up another appointment for the new guy (__) to come take another look. And apologized for the length of time it has taken to get this fixed.



March 5, 2008 12:15pm

At this point and time, I am beside myself in frustration and anger. I called Ashley Furniture Industry Inc customer service (1-608-323-3377) to speak to consumer affairs.

I spoke to ___. I recapped the past two years and requested to speak to the president of the company or someone of that nature. She said she can’t do that and could only refer me back to the store that sold me the furniture. I told her that would not resolve anything, and that I have been having problems with that store for TWO YEARS now and have gotten nowhere. Amy said she would contact the store manager on my behalf and she would contact me later.

(as I write this, it is now April 15, 2008 and I have YET to hear back from ___!!)

3-17-08 1pm

___, the new AFHS repair man, arrived to look at the couch and chair. He asked me what I would like to see happen. I told him plainly, a new couch and chair, my money back, or for the repairs to be done in such a way that I would not be calling back 6-12 months down the road. He said he feels like “no matter what he tries to do to fix the repairs, that it wouldn’t be to my satisfaction, that in all honesty, the same result will happen”

I told ___I appreciated his honesty and that I would contact ___and tell her what was determined, and take it from there.

3-17-08 2:00pm

I called ___after __left, explained to her in full detail what had expired. She said she spoke to ___and he felt that there were too many things on the couch and chair that needed to be fixed. ___said she would email ___(Bozeman store manager) and tell him that ____and I would be back in the store to do a “re-select”. Below is the email I asked her to Cc me on when she sent it to ___(I do not trust anyone at that store that is why I asked for a copy of it). Below is the actual email:

Customer______ bought 4740788/27 sofa and rec 4/06; they have had numerious problems with these pieces and we have done numerous repairs--- ____did a service call before he left and had me order some parts for both items-- ____ just did a service call to install parts but said their where too many different problems to be able to fix to make the customer happy-- at this point we should maybe have the customer re-select-; I was going to have her contact you - thanks ______

________________________________________________________________
Sent via the WebMail system at AshleyhomestoresMT.com



______told me that we could spend up to the amount we spent in total of our other purchase (1762.00). I asked about the delivery charges and insurances, she said we would not be penalized for either. And that if we couldn’t find anything, our options were limited to either other furniture such as a bedroom set or an in-store credit of $1762.00.

She said the final decision would be up to ____and also said we wouldn’t be penalized the $200.00 that we had received two years ago.

I received the email 3-18-08 at 3:48pm and I made a copy for my files.

3-18-08 3:37pm

I called the Bozeman AFHS to speak to ____about the re-select and email. He was not in, so I spoke to ____, she said Tuesdays were _____day off. I told her about the re-select and the email _____sent to him. She said she will speak to him and give him the message and wither he or she would call me sometime on Wed. 3-19-08. I gave her a couple choices we had seen online and asked for the prices, she called back and told me.

3-19-08 6pm, no phone calls from AFHS, and I just wasted an entire day waiting for a call!!

3-21-08 4:00pm Friday

My husband and I went down to the Bozeman AFHS to go look for new couch and chair. We walked in and asked for _____, was told she would be at the back of the store at the desk. She was, and I introduced us. I asked if ____was available, and she said he was in Helena for a meeting. I asked if _____got the email, and she was unaware if he had, so I took out my copy and showed her! She went and got ____ ____to be our sales rep. We took some time looking and asked for some prices. We finally made a choice for the Navigator/saddle couch and recliner. They were cheaper than what we had paid for the Contours.

I was at the desk as they did the sale, and I reiterated to them that ____had told me over the phone that we were not supposed to get charged for delivery or charged higher for the insurance. Since Ashley no longer used the Ultrashield leather Program, and were now using Montage Fabric Only Plan.

On several occasions, ___and ___both called to speak to ____and asked a couple questions (how conveniently is seemed he got disconnected so many times). They said we had to pay the full price on the insurance because it was a different insurance (and I again told them, THAT was NOT what I was told from ____).





Here is the breakdown of the pricing they did.

(NEW) Navigator: Couch: 799 (OLD) Contour: Couch: 895

Chair: 499 Chair: 655

Insur: 199 Insur: 199

1497 1749

which leaves us a balance of $252.00 of in store credit.

___and ___call ___again, I tell my husband that we will have a 252 credit, so he should look at some end tables or something. ___and ___tell me, that NO we will not have a credit. That is doesn’t matter how much or how little of a balance we have left, that it will NOT be an in store credit.

My husband tells them that that is “bs” and I explain to them that ____said we would have in-store credit if we didn’t go over what we paid before.

They again try to call _____, say something, and look at each other and say to call ____. _____tried calling and nobody answered.

I told them I would be calling ____as well, I called on my cell phone and left a message and said I would call Monday morning (3-24).

They give us a sale receipt with a delivery date set for April 12, 2008.



3-24-08 8:30am Monday

called ___, and let message asking for her to please cal me.

3-24-08 10:30 am

I called ___back and got a hold of ___. She informed me ___was on vacation until Thursday (3-27-08). I told her I had a problem that needed fixed now! I explained what ___and I talked about regarding the re-select, she saw the email ___sent to ___, and CONFIRMED that it was STORE_WIDE POLICY regarding in store CREDIT!! She said she will send an email to ___and the general store manager, _____. I again requested that I be Cc’d to it, because had I not had the other email, ___and ___probably wouldn’t have believed a word I said last week when we were there.

We went over the numbers again and she confirmed we should have a $252.00 credit. She said she will contact me after she sends the email later today.

3-24-08 3:10pm. No word from ___, called and left message



3-25-08 9:00am

I checked my email and saw the email ___said she would send out, she also sent an apology email explaining that she had gone home ill after speaking to me on the phone.

That email to ___and ___are below:

___, this is ___, ___is out of the office until Thursday. I wanted to let you know that _____ does get that instore credit of 252.00. Since they reselected and they did not go over their balance from the previous order then they get to keep the rest of that as instore credit. Any questions let me know.
Thank you ____

________________________________________________________________
Sent via the WebMail system at AshleyhomestoresMT.com



I again, made a copy of this and put in my AFHS folder/file along with these TWO YEARS of notes.

Don’t worry, we are ALMOST done!

4-10-08 11:00 am

I called BAFHS and speak to ___again and ask to confirm the delivery state of 4-12-08 for the new couch and furniture. I was supposed to go out of town, but had changed plans due to the delivery. She said she saw a different delivery time for the following week but was uncertain of the exact date and time, so we set the 16th for the new delivery and she told me to call back next week to confirm! So again, I had to change my ENTIRE week of school appointments for IEP meetings for my kids and doctors appointments because I didn’t know, and AFHS didn’t know for sure when or at what time my furniture was to be delivered.



4-15-08 10:45 am

I call again and speak to ___to confirm the time and date for delivery. She again, looks on the computer and says that it was pushed back until the 22nd of April!!!!!!!!

I AM BEYOND LIVID!!! I am at my wits END with this *%&#$* store!!!! I WANT OUR FULL AMOUNT BACK so we can go someplace else and get the service that this store has NOT ONE TIME in TWO FRIGGIN YEARS shown us!!!!

I want to talk to someone who can actually DO SOMETHING!! I am NOT going to continue doing this for the next 5 years every 6-8 months because my furniture needs to be repaired, or whatever else may go wrong….

I called the Missoula AFHS and spoke to ___and told her my dealings with the Bozeman store. She gave me the number for the corporate office in Missoula (___) she said _____is the general office manager for all the stores, and _____is the General regional manager of all the Montana Ashley Furniture Homestores. I repeated the phone number, and she said she gave me the wrong one, and that (___) was actually the correct number to call.

I will call them in the morning to confirm if either of them are correct.

I have had to make phone calls after phone calls after phone calls to make sure the delivery times was correct, or to get it tracked down, or to find out what was going on, or to call customer service with nothing but complaints after complaints….I just can’t do it anymore!!



4-15-08 10:55 am

I call customer service again, to try to speak with ____, I finally get a hold of ____. I tell her what happened since the re-select, and about the delivery on the 12th, then set for the 16th, and now it won’t even be in the store until the 22nd….I am SOBBING while talking to her….I am so STRESSED out over all the problems over the past two years, that it has now brought ME TO TEARS!!

I told her I want to speak to someone of higher authority whether it is ___or ___ Ijust want this nightmare to finally be over!

I told her I would send this email to her, so that she can pass it along to both ___and ___. I have asked for the Cc to me as well, just so I know that it was indeed sent, and that this matter will and should be dealt with swiftly. God knows we have put up with more than enough over the past two years!!



I have saved all the photos I took of the chair and couch. Since April 12, 2006! If you need for me to send any of these to you, please let me know, and I will be more than glad to do so.



This email is based on my TWO YEARS of hell with Bozeman Ashley Furniture Homestore. I hope to hear from some very soon!


==========================

Follow up notes:
Wed. 4-16-08
I called _____ at the AFHS in Missoula and left him a message. He did return my call. I went back over the above email the ______emailed to him.
I told him I didn't know what to do at this point, and that the only option we feel we have is to request our money back. He asked "What do you want to do",...((now that I think about it..he should have been asking me...what can WE do for YOU))...I told him I can't trust that if we get new furniture that we won't be calling again in the next couple of months because something needs fixed, or something was torn prior to delivery...I told him we feel we have the only choice to ask for our money back.
*good grief I am crying again*
He said he apologized for our troubles and is sorry that we feel this way. (how would he feel?!) I asked him "I am sure you wouldn't accept this to happen to your wife, or mother, sister or friends would you?" he said no, he wouldn't. He took his own notes during our conversation, and I took mine as I have done the past two years. He informed me that 4 of the 5 people I had mentioned in my email either retired or no longer work for AFHS. (is he implying that I am making all this up?) And that they can't really collaborate the issues to which I have accused. I told him that I kept notes and took photos, that I in FACT HAVE the very FIRST photos of the wrong color chair and the cut on the cushion delivered 4-12-06!! He said "you do?" and I asked if he wanted me to email them to him I would!
He said that he would see to it that we got our money back. He said that he had to go to Spokane on Thursday, so he would be back on Friday to get this going. He had to talk to the girls in accounting as well.
I asked how "this" was going to work. Are they going to issue the check and as soon as I get it, they can come get the furniture, or what? He said NO, they can no longer do that, that they have problems in the past with doing it like that, and the customers would destroy the furniture before AFHS could pick it up.
(((so after my TWO YEARS of trouble...they can't "HELP" us a little until we had the money to get new furniture ordered?!)))
I explained to him that the money they refund us is going towards new furniture...we had to wait until we got our taxes two years back JUST so we could get new furniture....we are NOT made of money...we live pay check TO pay check...it isn't like we have thousands, or even hundreds of dollars sitting in the bank or credit cards!
he said he will call me back on Friday (4-18-08)

I think I am going to ask if they can make a little exception...or maybe issue the check, send it to the Bozeman store, when they get it, I will MAKE myself available for them to come do a 'swap" of the check for the furniture. I would THINK that THAT could be the LEAST they could do!!

Well, it is Thursday night (4-17-08) I guess we will see if he follows through...is my saga almost over?? Or will I be furniture-less until they decide to actually send the check? Or will they even send it? Or will they hold it until they get the furniture, and decide that we won't be getting our full $1762 like he already told me I would be getting???
If I could predict the future, I certainly wouldn't be sitting here writing this frigging NOVEL!!

I decided to call around to a couple other furniture stores here in town to find out if we purchased furniture how long it would take to get it..because if AFHS is going to take the furniture before we get the money back in order to BUY new furniture..we will be sitting on the floor (for however long it takes), and spoke to a person that used to work at the Bozeman AFHS within the past two years. I told her the problems we had had, and the furniture we had...she said she had left the store because of the non-truth-fullness that surrounded the store and also told me that the Contour furniture has basically a 3year "life span"!
When I told her that I had spoken to the Missoula headquarters manager, and said to him, " I can't TRUST anybody from AFHS" her reaction was: "EXACTLY!!!"

So...now I wait...but while I wait, I have another fish to fry with Vann's and my one year old (#2 washer from Vann's in two years) washer...but THAT is a WHOLE other story!!!

May 3. 2008
NO CHECK!!! I was told I would have the check today, and of course not I didn't! A$$HOLE$!!
I had to call and talk to ____ and the BAFHS and she didn't know what was going on, said she would call me back. I ended up calling Corporate in Missoula, and ___ nor __ were available, seems they both were at lunch and would be back in an hour.
2pm. Calling back to speak to ___ or ___. Well, now I have been told that both of them are gone for the rest of the day!! Convenient for them! I was told by ___ from the Bozeman store that I could call back to corporate and speak to ___. So I called her. She said she didn't get the check put on her desk until Wednesday, and she apologized for not getting it out in the mail. so she will fed ex it overnight and I should get it on Saturday.

May3, 10am. I GOT THE CHECK!!! my ties with the damn store are finally over!!

Good Luck to any of you that might be going through this. Make sure you keep good documents, and take photos!!
Aundrea
Resolution Update 05/03/2008:
I finally received my FULL AMOUNT PAID reimbursed today. I will NEVER again step foot into an Ashley Furniture store, and I will forever tell my story...one voice will echo!
     
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aundrea72 on 2008-04-18:
This is Aundrea...well, it is 12:50pm and we STILL have not heard back from Ashley Furniture managers about the refund they would give us. I will keep you updated!
bargod on 2008-04-18:
Please do, but don't take two years.
aundrea72 on 2008-04-18:
I got a phone call from AFHS (4-18-08 @ 2:40pm) late afternoon. They ARE going to issue us a refund. Now, I am assuming it will be the $1762.00 that I had asked for back, since that is the amount we paid for the furniture in the first place. The gal I spoke with today said they will allow us to use the furniture until we are able to get new furniture..even after we get the check. We will just call them so that we can schedule a time for them to come pick it up.
We will wait and see if we get the check in the next couple weeks. She said it usually takes about two weeks, so we will just wait and see. She said she will call me back on Tuesday to let me know if she has heard anything from corporate! fingers crossed!!!
I will update you all when I get them, and also the end result of this nightmare!!!
bargod on 2008-04-21:
Good stuff, hope everything works out this time.
Tammy02 on 2008-04-22:
The HomeStores and authorized dealers that sell Ashley Furniture are independently owned and operated. "aundrea72" was correct to contact the store directly for assistance. "aundrea72" has contacted AFI directly regarding her concerns. Her information has been sent to appropriate party for further review.

If you or someone you know are in need of additional assistance, please feel free to contact our Consumer Affairs department; we would be happy to contact the store on your behalf.

Our contact information is as follows:

Email: consumeraffairs@ashleyfurniture.com
Fax: 1-608-323-6139
Phone: 1-800-477-2222, ext. 5013
Mail: Ashley Furniture Industries, Inc.
Attn: Consumer Affairs
One Ashley Way
Arcadia, WI 54612

You may also consider visiting our website, www.ashleyfurniture.com. Click on Contact Us at the bottom of the homepage.

We are here to help!
aundrea72 on 2008-04-22:
UPDATE: I heard from the "gal" at AFHS here in Bozeman today. She said she got an email from corporate and they are cutting us a check this Friday, and that we should receive it in the mail by next Friday. We will wait and see. I also sent my blog in its above entirety to the Montana General Attorney and also Consumer Affairs. I got an email from Office of Consumer Protection that the Department of Justice had forwarded my email to them, and that THEY would contact AFHS on my behalf to see what they could do for me. I did reply to them what has so far happened. I will keep this updated until the final day!!!

also..Tammy02, if you re-read the following, you will see that I DID call, and NOBODY called the store...I have asked, and nobody recalls getting any kind of phone call...and the girl I spoke to said she would call me back and tell me what happened...to this day, no phone call! I called the numbers provided on the packet the store gave me when we purchased the furniture.

refer to notes:
March 5, 2008 12:15pm

At this point and time, I am beside myself in frustration and anger. I called Ashley Furniture Industry Inc customer service (1-608-323-3377) to speak to consumer affairs.

I spoke to ___. I recapped the past two years and requested to speak to the president of the company or someone of that nature. She said she can’t do that and could only refer me back to the store that sold me the furniture. I told her that would not resolve anything, and that I have been having problems with that store for TWO YEARS now and have gotten nowhere. Amy said she would contact the store manager on my behalf and she would contact me later.

(as I write this, it is now April 15, 2008 and I have YET to hear back from ___!!)
aundrea72 on 2008-04-22:
one more thing...Tammy02. I did also send an email of the above along with lots of photos. I will let everyone know how things develop from here on out.
aundrea72 on 2008-05-03:
Tammy...I have sent several of the exact emails to the email address you posted. I have NEVER HEARD FROM ANYONE!!! I do not believe that Ashely Furniture really cares much about the customers and are only out to make a buck!
Maybe they should compensate ME for the last two years and the hours of phones calls I have had to make in order to get resolution to my problems!! It sucks not being able to trust!
aundrea72 on 2008-05-03:
Well, after NOT getting the check on Friday like they said I would have had it, I had to, once AGAIN, call and get the answers myself! To which in the end resulted with Ashley Furniture FedExing the check to me overnight!
I got it this morning at 10:00am!!
My ties with their store are finally severed!
Good Luck to any of you that might be going through this. Make sure you keep good documents/notes..date, and time you made the call, and the names of those you talked to, and exactly what it was that was discussed, and take photos!!
Aundrea
11-11 on 2008-07-07:
Personally I think they acted pretty fair... they have a warranty that clearly states, store credit only.... and they did that quite a few times, from what I could read in the very long comment that you have issued.
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StarStarEmpty StarEmpty StarEmpty Star
Furniture Arrived Dirty
Posted by on
Rating: 2/51
LEDGEWOOD, NEW JERSEY -- Chair was left with packing materials clinging on parts of chair. No problem with delivery men but that's not a way to leave furniture after it is unpacked.

Also, make sure you check the stores return policy. My Sister received as gift but couldn't use chair because of injury and wanted to return but was told that she could only receive store credit. The back of receipt states that refunds of money back can occur within 7 - 10 days.
     
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trmn8r on 2013-05-22:
You advise to check the store's return policy, but it sounds like you are questioning whether or not they followed it. Did they?

Is the 7-10 days from date of purchase, or delivery?
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Unbelievable business practices
Posted by on
I liked the idea of buying furniture from Ashley because it is made here. What a joke!!!!
We purchased the set in September from Roomful Express. It took forever to get it because it was supposedly ordered for us. We received it in November 2010 and it was not working properly. Apparently Ashley does no quality check before it leaves the factory. Our chair had no power pack and the sofa one didn't work. We also failed to receive the warranty "bible" that is filled with legalese allegedly relieving Ashley Furniture from any and all warranty claims.
About 2 weeks ago, the sofa was reclined (with me in it) and it got stuck. I had to climb out of it, which frankly is no fun at 50. I called RE and asked to have it fixed because I had company coming in a few days. They told me they could not do anything for me for 2 weeks!!!! I asked for a loaner and they acted like I was crazy. We are talking about a $1,500 set of furniture here. Today, they came to fix it. Of course, the guy had no parts and has to order them. It will take 3 WEEKS to get them. So I have to wait 5 weeks to get my couch fixed. He supposedly gave us the number for AF, but it was actually their own customer service phone. I looked up Ashley online and called. The first person transferred me to a woman in Lord knows what department. I've never talked to someone so frustrating. She told me it was clearly stated in the warranty (which I didn't get) that AF is not responsible for their product once RE took possession of it and that they were trying to fix it. I asked her if 5 weeks was reasonable to her, but she refused to answer. She kept telling me that something WAS being done, so I gathered I was just supposed to accept this and shut up. ASHLEY FURNITURE REFUSES TO STAND BEHIND ITS PRODUCTS. Giving someone else authority to warrant on your behalf is NOT customer service. Especially when the agent does such a frankly lousy job. To top it off, I asked to speak to a manager. She puts me on hold, gets back on and says "she's not available." No surprise there, which I told her. She asked if I wanted the manager's voicemail and I said yes. Of course, when she transferred me, I got disconnected. This is supposed to be an American firm, not some third world country where they've never heard of customer service. I will never buy from AF again and I'm in the process of telling everyone I know. It's already on my FB page and I have several friends on Twitter who I've told as well.
     
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49er fan on 2011-02-22:
So sorry for all your frustration dealing with Ashley Furniture but you are not alone because numerous other customers have experienced the exact same issues you have described. Poor product quality and uncaring customer service. I also hate to inform you about this but most Ashley Furniture is manufactured overseas, very few pieces are actually manufactured and upholstered here in the states. Some are but most are not despite what you may have been told. Also, I must say you are correct in what you have described in your issues involving warranty. Most of Ashleys policies are designed to benefit the company and not the customer. It truly amazes me this company for the most part has failed to realize that we as customers have to live with this furniture daily, it is a part of one of the most personal environments we have, our homes.
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Stay AWAY!!!
Posted by on
SPOKANE, WASHINGTON -- I bought this and as I was going to show the salesman the chair I wanted (after I described it) he said He knew which one and to go ahead and sit at the counter and he would be there in a moment. I bought the furniture (a sofa too) with no problem. They didn't check to see if I had a job for sure even (I do but???). Two days after the furniture came the recliner locked up and wouldn't recline. I called the store. The receipt I had said all sales final because I thought it was a sale. But that doesn't mean they can deliver a defective piece of equipment and not fix it. Even the paperwork I got said that floor models have a manufacturers warranty. They told me that since it was a floor model that the warranty was void. I didn't even know I bought a floor model!!! The salesman said that they had the furniture in the warehouse there. I would never buy a recliner that was a floor model. It doesn't even say floor model on the receipt but I got a hard time from the store employee who said that they are not responsible for fixing it. Well I also got told after I asked about the manufacturers warranty that they did not have the number for the manufacturer that I would have to look it up online. I found out later that the store holds the warranty. The warehouse not the store gave me the number to a place in Texas who gave me more run around. I called customer service in Wisconsin finally and got unsympathetic ears that floor models have no warranty. Again I have no paper saying I have a floor model. Page five of the warranty booklet apparently has this info but I never got this pamphlet. Crooks with defective equipment. The store emplyee did offer to come out and fix it (a salesman) I thought if he tampers with it and I find a warranty it will be void for sure. eventually with enough screaming and calling the same emplyee called me and said he would have a technician call in 4 days when they are available to come out and look at it as there is a year warranty. Well I will be glad to see them and will report back if I don't. Have doubts as to the quality of this furniture.
     
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Alain on 2011-02-12:
Ashley owes you a working piece of furniture, but getting them to give it to you is likely going to be difficult. Let us know if they actually fix it or replace it.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Junk
Posted by on
Rating: 1/51
WEBSTER, TEXAS -- Procured two power recliners from Ashley furniture in Webste, Tx. on April 14,2012 and paid cash. During the purchase I inquired about the reliability of the motors and drive systems in the chairs. The store manager assured me that the motors and mechanisms were A+ and would probably outlast the recliners. Minimal use and less than 2 weeks later both motors have failed. Numerous calls were made to speak with the store manager who is always in a meeting and never calls back which have added insult to injury. The customer service people are only providing basic service and do not take any extra effort to help. These recliners are junk. It might be acceptable as a fluke if only 1 had failed but two in less than two weeks is not a fluke it's junk. I want to return these for full credit but Ashley refuses. Now I am told replacement motors will be shipped to me within 7-14 days then they will schedule a tech to come fix. Thus it will take longer to fix than I have had the furniture totally unacceptable. I highly recommend that you steer clear of Ashley and go to a more customer oriented furniture store that sells reputable furniture not this junk.
     
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tnchuck100 on 2012-05-07:
I'm sorry you have had to experience Ashley Furniture first hand. Ashley is sorry too. Just plain sorry. If only you had come here first you would have just how sorry Ashley Furniture really is.

Good luck. Come back and tell us how this turns out.
donna on 2013-12-14:
my ASHLEY couch is not working either . motor (2nd one) makes a grinding noise ... 1800 number won't answer phone ....
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Ashley Furniture Recliner
Posted by on
MONTROSE, COLORADO -- I purchased the Pressley/Cocoa Rocker/Recliner from Ashley Furniture. The local store is closing and they are advertising a ton, but they had to order my chair instead of selling me something they had in stock. My recliner was shipped in 2 days before target day, which was a plus. The recliner is very comfortable we'll see how long it keeps it's cushion. The only complaint I have is putting the recliner back into its closed position. My legs don't bend that far back & it's hard to close leg cushion. You have to stand up & kick back with your heel to close. That sucks. I wish the back was a little taller but I can live with that. But that darn cushion step
     
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Alain on 2011-03-12:
Glad to hear about an Ashley store closing. Maybe their lousy quality and service is starting to catch up with them.
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Out Of Warranty Repair
Posted by on
Two of the four recliners on my sofa and loveseat have broken. I am out of warranty and am willing to pay to have them fixed. I went into the Henderson, NV store and after I said my furniture was 8 years old was told that I could still have them serviced. I needed to pay a $45 trip fee to see what was wrong and if they could fix them and I said fine. Today when I got the service call, the customer service line said they could not work on them because they were out of warranty. I told them I realize that and I am will to pay for the repairs. She continued to say they cannot work on them because they were out of warranty. I told her I thought they were missing a profit center for repairing furniture and she said I was crazy that they would not make money if they had to replace the furniture. I asked her why they would need to replace the furniture if it was out of warranty and she changed brought the conversation back to they cannot repair the items due to them being out of warranty. I also said I believe you don't fix furniture out of warranty because you want people to buy new furniture. I told her that once your car goes out of warranty you take it back to the dealership and pay for repairs, you don't buy a new car. It was totally over her head. She didn't understand the concept of making money off repairs. I told her she needs to make sure the stores aren't taking the service fee ($45) upfront if they cannot do the work.

Now I have to go through the hassle of getting my $45 back. They also couldn't refer me to someone who could fix the furniture locally, once again making me believe they only want me to buy new furniture which I will never do with them again. Customer service is awful.
     
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Anonymous on 2010-08-21:
Wow I don't even have to read these complaints any more. You will never catch ME in an Ashley Furniture store!
Akuma on 2010-10-02:
You are correct about them not fixing the furniture. The store and sales managers instruct the employees that for the $45, a maintenance man is sent to your house to evaluate the condition, however the general consensus is it "can't be repaired" and you need to buy something new. (Unless it's something small like replacing a cushion)
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Leather Couches Are Bonded Leather - Not Real - They Will Discolor
Posted by on
I bought a Sonoma Brown Leather couch and recliner from Ashley. Before the year was up, my husband told me to call them about the discoloration and sagging. I did. Guess what? Took them a year to come out. 2 months later, the same thing. THEIR REP CAME OUT, AND JUST WALKED IN. OF course, ASHLEY denied this. But I told him, LOOK, somethings wrong. He replied, I did not do any wrong. I am now sitting on the floor on the middle cushion on my couch for 10 months. Managers were also rude, done with it. Who is Monarch? The one who takes over Ashleys warranty? No one tells, Well, I just found out the Sonoma brown leather couch is not, hear me, NOT LEATHER. Leather really does not do this. IT does not DISCOLOR. They told me it was my abusive children. I do not have children. I am 60. I was nice, even though my husband may have not been to their representative He was rude. Then my husband was. You know, everyone can get up on the wrong side. Obviously, their representative did before we did Never sign their papers either. Their reps will tell you it is about their work. Naught.

It is a release as I found out, Always say you are not satisfied. Never let anyone of them fool you. NEVER SIGN ALWAYS BE DISSATISFIED AND NEVER TAKE THEM AT THEIR WORD IT IS NO GOOD. Even their specialist will tell you after this it will be replaced. Who would actually want their fake furniture? IF anyone near Spartanburg would like to e-mail me my address is polegaffer628@charter.net. Also make a sign in your vehicles on this problem. I WILL. COLLECTIVELY WE CAN MAKE A DIFFERENCE I hope the best for all of us who have been fooled once by ASHLEY.

NEVER AGAIN.

Donna and Mark
     
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Gabriel on 2009-01-21:
bad SOFAS. NOT LEATHER do not buy YOU WILL BE DISAPPOINTED and sitting on the floor, not the sofa
Bill Dancy on 2013-11-19:
I bought a three piece living room suit it was bonded leather .I have had for three years .the leather is peeling ..looks awful .it was bought from Ashely furniture outlet .don't know were to place a complaint .
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