I am seeking your help to protect my consumer and legal rights. Dufresne Spencer Group (DSG) dba Ashley Homestore, 4851 Citylake Blvd East, Fort Worth, TX 76132, who feels they are above the law and they can do whatever they feel.
On January 26, 2021, I ordered a 3 piece Matching Leather Living Room Set, which included a Power Reclining Sofa, Loveseat and Recliner. In addition, my purchase included a 5 year GBS Extended Warranty and White Glove Delivery. October 7, 2021, I noticed all 3 pieces of furniture were discolored. I was told this was real “Genuine” Leather. What I noticed upon closer inspe.ction is that they sold me Fake Leather as Real Leather. In fact, it turns out the fake leather was just painted by DSG/AHS (Ashley Furniture).
DSG dba AHS is a Franchise Owner Group (Mark Dufresne, Chad Spencer & Todd Wanek a Silent Partner). Todd Wanek is the owner/CEO of Ashley Furniture Industries. So the owner/CEO of Ashley Furniture Industries is a Direct Owner in this Franchise. I share this brief info, which reflects their deep understanding of the Quality and Deceptive Business Practices.
I filed an initial claim with GBS Warranty Services, but they declined my claim because they do not cover poor quality and only deal with Accidental Damage. Thus I turned around to file a Claim with Ashley Furniture Directly. October 11, 2021, I filed a claim under the one-year Manufacturer’s Warranty. Ashley Furniture had agreed to cover the damage. I asked for a Replacement, but Ashley Furniture said, “No.”
Since Oct 2021, until Jan 2022, I made 23 phone calls to Ashley Furniture, but they refused to respond or call me back. After asking for a Full Refund, they sent a Technician out to my home on Jan 10, 2022. He wanted to replace a portion of the furniture only with the wrong Color Leather Type Material, the Incorrect Texture and Type of Leather. I refused such repair, because my set would not be matching, and instead it would have looked like a “Car that was pieced together from a junk yard.” Furniture that doesn’t match, anymore.
Under the Federal Lemon Law, “Magnusom-Moss Warranty Act,” and Ashley Furniture unable to replace/repair the furniture, after their Manufacturer’s Defect, I am requesting a Full Refund. I would have never ordered furniture, if I knew in advance that Ashley Furniture cannot honor our Sales Agreement and their Manufacturer’s Warranty. They made me pay in advance, but I have to trust that they will honor their end of our Sales Agreement.
They don’t want to honor their Warranty! This is also evident when you research the outrageous number of complaints filed against DSG. The BBB shows 1 Star of 5, Total of 4,106 Complaints in 3 years (4 per day) and 2,078 Complaints in the last 12 months (6 per day). Outrageous! This does not reflect other complaints like the FTC, FCC, Attorney General, District Attorney and other Consumer Protection Agencies and Social Media sites like Reddit, YELP, TrustPilot, etc.
I’ve done nothing wrong and in fact followed all laws and agreement, until DSG and Ashley Furniture Failed Me and Breached our Sales Agreement and their Manufacturer’s Warranty. They are violating my consumer/legal rights and violated State and Federal Antitrust Laws.
I am seeking your help to protect my consumer and legal rights and stop a Bully who feels they are above the law and they can do whatever they feel. I need your help to get my money back and hold DSG dba Ashley HomeStore and Ashley Furniture accountable for their Fraudulent Behavior.
On June 5th of 2021, my husband and I went to Ashely Homestore in Middletown NY 88 Dunning Road. We just purchased a home and needed to get furniture that was reliable for children under the age of twelve. Our salesman Brad Warther made it clear to my husband and I that the furniture was stable and reliable for all kinds of hiccups. My husband and I trusted this establishment, the salesman and the hype and purchased the couch and the warranty program just in case.
But get this, the couch is only 9 months and it broke on the side “for no reason” and I called my warranty service, and they told me the couch is not even a year old. They stated that I had to call the one-year warranty with Ashely Homestore.
I called them made a claim and they sent a liar to my house who didn’t even touch the couch and wasn’t even in my house for more than 5 minutes. He looked and the couch and said it wasn’t fixable and if I had insurance on the couch, they would cover it and walked out.
Three days later I get a phone call from Ashely Homestore, and they said the tech stated I told him someone overweight sat on the couch so they couldn’t do anything about it. And the claim was closed. May I add my conversation with the tech did mention weight however I stated no one over the weight of 350 was on the couch so there would be no reason for the wood to crack the way it did? But he lies and says I said fat people were on the couch and that’s why It broke.
Not to mention It’s the first year and the couch broke!!!! Like why can’t just replace it on that alone…WTF!
I used to think of Ashley Furniture as being cheap furniture, but when we looked around and found amazing pieces and even bought a sofa and a chair. Our helper, Jenny, was attentive without being overbearing. We were very pleased with our purchase….that was the beginning of April of 2021. It was halfway through July when our couch was delivered. It’s August now and we still don’t have an arm to our chair. It was supposed to be delivered today, but somehow didn’t make the truck and no one updated us until after it was supposed to be delivered. Arm ETA is September.
Then there was the assembly of the couch. They didn’t do it. The couch pieces were pushed together so we didn’t notice right away that they weren’t secured until my toddler fell between them and almost broke her leg! Not being hyperbolic, this was serious and could have been worse if we were parents who weren’t within arms reach and it had been her head. We told customer service and NOTHING. So now we have unsafe, unassembled, furniture. Maybe in September (only 6 months late) we’ll be able to spend time in our living room.
Buyer Beware: I was a fan of Ashley until something went wrong. I purchased a large leather reclining sofa and chair set for about $5K from a very friendly and slick salesman, who did a great job and made us feel like we were getting a good deal. The purchasing experience was great and of course, like responsible adults, we were happy to add the $500 5/year protection plan. He had us out of there in no time. The furniture deliver was a bit rocky, a couple of weeks late, but no big deal.
We were thrilled when our new living room set finally arrived. 1.5 years later, the last support on the sofa recliner snaps (the part that supports your calf and ankles), causing that portion to sag and unable to support the adult weight of a leg. No problem, we were responsible and got that protection plan. Finally, not being cheap is going to pay off! I call up Ashley and they say, well WE only hold a warranty on your purchase for 1 year, after that we pass off your warranty to a third party, you need to call them (essentially, our business is done her). "Well who should I call?" I ask them, "I have all the paperwork but I have no agreements with this third party".
It takes them a while to look up the details of the particular company that now holds my warrant because apparently they use a couple of the and they have provided no documentation alluding to this 3rd party at the time of purchase, if they had, we would have it because my wife is ridiculously organized and files ever receipt and purchase document without fail. I call up the third party and everything is going fine, they are friendly and they ask me a bunch of questions about my purchase, billing information, etc. and about 5 minutes into the conversation he says "I'm so sorry to hear about the trouble, we'll get fixed for you; can you remind me of when this happened?" and I say, "well, this happened about 45 day ago" and you could almost here the "GOTCHA" when the line goes quite for a few moments and he says "well, according to your warranty, you need to tell us within 30 days of the incident or it's void, there is nothing we can do for you".
I asked him how I was supposed to know the terms of my warranty when I've never seen any paperwork and I have never heard of them until that day and he basically alludes to "I'm sorry for your trouble, I can't help". So I call up Ashley and say "WTF guys! Why did I buy this silly warranty from you if it wasn't held by the company that I am doing business with? I'm going to post a negative review if you don't help me with this!" So they say, "fine, please send us some photos and we will send out a complimentary Technician to help you with your sofa." A month goes by and I receive a text that the Technician is on his way, he shows up, snaps some photos and then leaves.
I never hear back from Ashley. I call them today for an update and they say that the snapped support falls under normal wear and tear and that if I need additional support I need to contact 3rd party again, because my sofa is out of warranty with Ashley (now with 3rd party). Frustrated, I ask them to escalate this conversation to somebody who actually cares about customer service, so they send me to the Escalation Team. I again tell them that if I cannot get some help her, they are going to see some nasty reviews and they politely said "do what you have to do".......so here it is my friends, my first Yelp review. No fluff, just the facts, I'm not mad at any individuals involved; I'm just disappointed in the way that they choose to do business. Any business can be good when the customer service experience goes as planned; it's the great ones that work hard when things go off-kilter. These folks could not have cared less.
We went to Ashley Homestore in Arlington, TX by I-20. Purchased furniture on a credit card on 1/18/2021.
Paid in full ( but note they only like customers that finance). We waited for 6 weeks for our furniture to be delivered to find out that the company cancelled our order without notifying us. We just happened to open our credit card bill summary to see our purchase and refund without notification.
I called the customer order status and I was hung up on twice and they record all calls (they claim). Then I called the delivery order status and they confirmed the order was canceled. I was forwarded to the physical store in Arlington, TX 76017. All the phone line prompts- "1" and "2" do not work and the phone will ring forever until a sales person answers. When I got a sale person to talk to a manager about the situation they refused to talk to me on the phone because they were too busy and they would not resolve the issue. The sales person said come to the store and dispute it and re-buy your furniture. I said NO! Why would I do that?? I did not cancel it so it should be resolved immediately. They did me a solid favor by refunding all my money back on our credit card but they did not notify me of this cancellation and we waited 6 weeks without any emails or calls.
Tried to contact the sales person and they have never called us back.
If you don't finance then you will not get your furniture. The customer service is crappy, the store service is crappy and I am sure the furniture is crappy. Do no waste your time at Ashley Homestore. I will never do business with this company again. I called the headquarters to explain the problem and they guarantee a call return in 24 hours. NOTHING!
On June 9, 2020, I purchased furniture for 3 rooms; King Headboard B776-158, king footboard w/storage B776-56S, king panel rails B776-97, 5 drawer chest B776-46, 2 three drawer nightstands B776-93, Dresser B776-31, bar table with storage D647-42, 4 upholstered barstools D647-124S, lift top cocktail table T637-20, power rec sofa U4370247, power rec loveseat U4370218, wedge U4370271, GBS 5 yr protection 5000-5999 at Ashley Homestore in Cordova, TN. Unfortunately, I have yet to receive my entire order. In August, I cancelled my power rec sofa U4370247, power rec loveseat U4370218, and wedge U4370271, because they kept pushing the delivery date back, but for 3 months they kept calling to try to schedule delivery.
I should have cancelled the bedroom furniture at that time too, but they talked me into keeping the order open by telling me no other furniture company could meet the delivery dates either due to Covid issues. I am frustrated and disappointed because it has been eight months and I am still sleeping on the floor, and being told that my furniture will be delivered on XX/XX/XX date. I’ve made countless phone calls and texts with nothing but future promise dates. On Jan 21, I was told the furniture would be at the warehouse on the 26th.
I called on the 26th and I was told my order was cancelled. I was then told a manager would call me in about 20 minutes (was told this before) and never received a call. On Feb 8 I called to the store to ask them to cancel and pick up the 1/2 of the bedroom they delivered because I cannot use it without the rest. I was informed by Kirby that I cannot return the pieces they delivered and that her manager, Monica, would contact me. I have not heard back at this time.
PLEASE DO NOT SPEND YOUR MONEY WITH THIS COMPANY!!! I think it is completely unacceptable spend hundreds of dollars of your hard earned money with a franchise that prides itself with excellence and value in products and customers; but when you have purchased an extended warranty and service is REQUESTED you can not get an answer to when something will be done! I purchased a bed set from Ashley HomeStore (Secaucus,NJ). I am a veteran and had just came back from deployment when I received an advertisement in mail from Ashley HomeStore. Some of the things advertised where nice but not my style. I made a trip to the store and purchased some items I really liked; along with an extended warranty.
Fast-forward a year.... One evening I am laying in the bed and I hear a crack and then my bed shifts.
Immediately, I jump up and see the lip on the inside of the rail (which support the slats for the box spring) is completely broken off. The next morning I call the store where I purchased the bed and inquired about having the rails fixed. I was given the number for PLATINUM WARRANTY SERVICES - (888) 612-8909 The representative sent an email with instructions on how to submit my claim. I followed the instruction PRECISELY, so there would be no delays resulting from my end. THIS WAS IN THE MIDDLE OF MAY; IT IS NOW ALMOST THE END OF JULY AND STILL NOTHING HAS BEEN DONE!!! I have been given the run-around since my initial email. Instead of receiving follow-up calls, as promised by Platinum Warranty, I would end up calling for an update on my claim. One call I am told my warranty information can't be found, so they would have to contact the store and it would be in the system in 2-3 days. A week goes by, I call again and still the request hasn't been sent. Another week goes by, another phone is made and still no resolution. Two weeks go by, I place another call, and I am told the paperwork has finally been uploaded into the system and everything has been sent over to customer service and for me to contact customer service. I contact customer service and the rep states my information isn't in the system and that a claim must be filed with them. So, again I explain the situation and give my information and I'm told wait again another 2-3 days.
Three days later I receive a phone call stating my claim isn't handle by customer service but by a totally different company outside of Platinum called Montages. I contact this company and again story explained, information given, and I'm told to wait AGAIN! A week later, I receive a phone call stating the issue is handled by Platinum and Ashley Furniture and I must contact them. DOES ANYONE DISAGREE THAT I'VE BEEN TOTALLY PATIENT AND COMPLIANT? THAT I HAVE DONE THE LEG WORK FOR SOMETHING THAT SHOULD BE DONE ON THE VENDOR'S END? BUT WAIT THE STORY CONTINUES.... I contact Platinum and tell them of what has happened. They tell me the credit has been sent to Customer Service (they are now providing me with dates and times the messages have been sent). I call the store of purchase they say "Yes, you have a credit for $169." Okay, at this time I'm excited because I finally can sleep on my bed because I've been sleeping on my mattress on the floor. I ask if the rails are in-stock and will it be easier and quicker to have them delivered or picked up. I am then told "The rails can't be ordered because that bed has been DISCONTINUED and the best advice I can give is to contact Platinum and tell them the unit is no longer available and hopefully they will give you a credit or come up with a solution for you." YES, YET AGAIN I...NOT ASHLEY BUT I....MUST CONTACT PLATINUM AND TELL THEM THE PRODUCT THEY ARE OBLIGATED TO FIX IS NOT LONGER BEING MADE!! MIND YOU NOW IT'S THE 4TH OF JULY HOLIDAY.
So, at this time I'm furious but yet I still conduct myself in an adult manner. I call Platinum and inform them that the product has been discontinued. They tell me a credit for the ENTIRE unit will be applied and sent to the store and someone will be contacting me. On July 20th, a call is made to Ashley, there is still only a credit for the rails. I call Platinum and speak with a manager by the name of Emmy. She states the paperwork has been sent, provides times and dates of transmittal, and she will call Customer Service herself and have the credit applied, so it can be seen throughout the system and she will be contacting me back in 2 hours maximum. Well, I guess it hasn't been 2 hours yet because I am still waiting for a phone call from Emmy and the date is now July 21st. So, I took it upon myself to call the purchase store and ask if any additional credits have been applied to my name. And of course it hasn't but then I am told if Platinum had applied the credit then it would be in the system because the claims person for Ashley is really thorough. So, instead of me calling and inquiring about the credit with them, that it needs to be taken up Platinum. And this was just said to me at 5:30 pm EST on July 21, 2018.
If anyone has any ideas of what my next steps should be, please let me know. I have been in war situations, where I've been treated with more respect. But when I am home in the U.S., I can't get service for the things I've bought, which have a warranty. Should I ditch everything and go to Raymour & Flanigan Jersey City Furniture and Mattress Store
I ordered my furniture November 15th, 2017 at the ashley home store in person in Linden new jersey. I was told that I would have to wait a month for delivery so me and my wife agreed to wait.. The original date for delivery december 22nd we got a call saying only a few items would be able to be delivered and the rest of our things would be expected the first week of january, we got a call saying january 7th they will send the rest of our things.. we ended up getting a call a few days prior saying they will have to reshedule for january 19th...
Well on january 18th we got a phone call at 10 PM the day before the delivery saying our items can't be located and that they would follow up on monday and get a phone call.. We waited and did not get a phone call... I went to the store personally to express my concerns and asked for a refund and they refused to give it to me... I told them i wanted to return the furniture they delievered december 22nd since i did not have a complete living room set.. The manager told me the set we ordered is completely sold out and it won't be available after february 24th!!! Now it is January 27, 2018 and they have canceled their deliveries 3 times!!! I still am waiting for my living room set and had to cancel my Christmas party and my New Year's party due to Ashley furniture canceling their delivery several times... I tried calling customer service several times to complain I can't get through to anybody. Nobody's giving me an answer on where my furniture is located and that they do not ave delivery trucks to deliver the furniture .. I've been waiting for my furniture for over two months now...I was supposed to get a call on Monday, January 22 for my next delivery day mind you this would've been my fourth delivery and I have not heard from anybody from customer service. I paid all the money upfront and did not finance my furniture and I'm going through hell.
Ashley home store you shouldn't be treating your customers like that especially if they made such a large purchase. I went to the store and asked for a refund , The store took my original reciept of purcase and refused to give me a copy of it. They also refused to give me a refund for furniture i never recieved , ashleys only did a partial devilery end tables and my coffe table and i got my single chair and my ottoman I asked the store if they can come pick up the furniture from my home that was part of the living room set since they can't provide me the complete set , they said they do not know when they would be able to send out a truck to pick up the furniture. I offered to bring back the furniture from my home so i can get a refund for the complete set , they said they would not accept the furniture that they will have to have the company give us a call to pick it up. they have not been in touch they are completely ignoring me and refuse to hep me .The people are the store in linden are no help at all , no one wants to give me answers and they took away my paperwork from my original order , I told them i am entitled to that paper work they constantly refused and told me in order to cancel an order they need all the original paperwork and that i was not allowed to have any copies of it they took my receipt refused to give me a copy!! ..
Can someone please help me and my wife we are being treated very unfairly.. We want to just get our money back and send back the furniture that was sent in our partial order because we do not have a complete living rom set!!!
When I ordered this sofa, I was told by Ashley they only delivered to Greenville (the town in which I live) on Fridays and I could have a morning or afternoon delivery window and someone would call me to schedule. On Thursday November 16 someone did call stating the sofa was in. That was perfect, as I was off work the next day, which was Friday and the only day they deliver to Greenville. I told the scheduler that anytime that Friday would work for me. She laughed, stating they did not offer next day delivery. I thought that strange, as I had purchased the sofa a week earlier and it was Ashley calling me. She wanted to schedule a deliver for Friday November 24, which was the Friday after Thanksgiving. I told her my family would be out of town due to the Thanksgiving holiday. She then asked if Friday December 1 would work. I said it would as long as it was in the morning. She said I could expect a call a few days prior to schedule the delivery. Today, I get an automated call, not a live person, and am told my sofa will be delivered Friday December 1, after noon. I got through the automated system and finally talked to a live person. I was told the computer schedules it and it could not be changed. And I could pay storage fee and have it delivered the next Friday or just cancel my order and there is a fee for that too!!! REALLY! Before I got off the phone I received an email with the delivery notice. I tried emailing back with the above information only to find out you can't email them back. THESE PEOPLE ARE RIP OFF ARTISTS. BUY YOUR FURNITURE ANYWHERE OTHER THAN Ashley Furniture!!
My wife and 2 of our children went into the store looking for a sectional. We found one we liked and spoke with a sales rep (Courtney) who immediately offered us half the price on the tag. I agreed with the sales rep to a price of $2500 out the door (tax, delivery, etc) for a sectional and ottoman. I mentioned I'd be paying $1000 today and would pay the remaining $1500 in 2 weeks, using their 90 days same as cash promotion. I was handed a tablet and asked to fill out my personal information. The sales rep told me there would be no credit check, yet I was eventually asked for my SSN. I then spent the following 2 hours in a tiny office with a lady who I thought was setting I'm my payment arrangements. I was very confused by the entire process and never felt like I understood what exactly I was signing up for. I've never purchased furniture from a store like this so assumed this was normal. I then proceeded to ask the lady (who I later found out was with RAC AcceptanceNOW) to explain (multiple times) how much I was paying. She told me I was enrolling in a furniture leasing program, which I wasn't sure why, but kept showing me numbers that added up to $2500, so I didn't care. I felt like even though they explained there was a 12% fee, I assumed since I mentioned several times that I agreed to $2500 and if the amount (including the fee) was below $2500, I don't care what they did with the money. I ended up making 2 payments with my debit card that day. One for $222.58 and the other for $460.67. I had spent all day looking for furniture with my family and was ready to be done and go home. The delivery was also a factor in making my purchase. I needed it by Sunday 2/5 (made purchase 1/21), and the sales rep said he'd get it there in time. The delivery arrived in about 1 week, but had the wrong ottoman. I then began the long process of getting the correct ottoman, but was given the run-around, had to call several different numbers and threaten to return the furniture if not delivered by 2/5. They ended up delivering the correct ottoman on Saturday 2/4. I then waited several weeks to receive paperwork about my remaining balance, but never really got anything. I finally contacted the people who I thought I was financed through, but they told me Ashley hadn't sent them proof of delivery, so I was told to contact Ashley. The next day I spoke with the RAC representative (AcceptanceNOW) and told them I was sick of dealing with Ashley and just wanted to pay it off. She gave me pay off amount nearly $300 over what I agreed to pay (remaining balance should have been <= $1816.75). I explained to her that's not what I agreed to, and over the phone, in a matter of 5-6 minutes, she was able to clearly explain all the number that totaled over the $2500 price I agreed to, the explanation I waited for 2 hours in the office on the day I purchased but never received. Now that all the paperwork had been signed, it could be easily and clearly explained to me. Frustrated I decided to contact the store manager. Explained the situation and gave him 2 options: Provide some merchandise comparable to the $300 I'm overpaying, or allow me to return my furniture per the RAC agreement, then re-sell me the same furniture at the difference of price ($1816.75). He refused both reasonable offers. I contacted via phone Ashley Corporate (Birmingham has its own customer care, the Ashley Corporate couldn't help me because something about this being a franchise or something) and have been told for weeks now "they're emailing a supervisor with my complaint" but I have not received any resolution on Ashley's part. Now I'm forced to pay RAC the total amount due or have my credit affected. This has been ongoing now for 3 months and I'll never get my time back I've had to deal with all this. I've decided to file a complaint because I no longer feel like I will get any resolution.
In addition to many home decor items costing over a thousand dollars, I purchased two (2) loveseats totaling $1,626.83 which should have been identical (Hariston Shitake 2550035). One incorrect loveseat was delivered (a Harahan Linen 3570135).
I called Ashley Homestore the same day of delivery and was told it would be taken care of and they'd call me back. They NEVER called back, despite my four phone calls over a two week period! Every time I called, they kept apologizing and said person X would call me back, but they never did. Finally on the fifth call, they told me it was my fault because I initialed paperwork pushed in front of me during payment.
The mistake occurred because of the salesperson "Jonathan" who was spastic and completely incompetent. For example, while shopping for many multiple home decor items, i brought items to a side counter while I continued to shop (because they don't have carts). When I returned Jonathan had already wrapped and bagged everything but I had never indicated I was finished or that the items were ‘final’ (yes, that’s weired!). In fact most of those items were not purchased as other home décor items were selected by me in their place. ‘Jonathan’ did the same thing regarding the incorrect loveseat (not the wrapping part). The incorrect loveseat was actually the first one I expressed ‘interest’ in, but then I switched and wanted two of the 'shitake'. Spastic Jonathan said he had already started writing up the order, but would correct it – he apparently never did.
This store is shameful in their practices and their customer service is horrible. Every time I asked to speak with a manager, I was given the run-around. The owner Bob Ahern refuses to return phone call because apparently he is too busy to engage a dissatisfied customer. This store has only been open for a few months. Take my advice and shop elsewhere. Bob Ahern and Ashley Homestore of Newington CT makes Donald Trump’s Trump University look reputable! RUN from this store!
Ashley HomeStores, Ltd Reviews
I am seeking your help to protect my consumer and legal rights. Dufresne Spencer Group (DSG) dba Ashley Homestore, 4851 Citylake Blvd East, Fort Worth, TX 76132, who feels they are above the law and they can do whatever they feel.
On January 26, 2021, I ordered a 3 piece Matching Leather Living Room Set, which included a Power Reclining Sofa, Loveseat and Recliner. In addition, my purchase included a 5 year GBS Extended Warranty and White Glove Delivery. October 7, 2021, I noticed all 3 pieces of furniture were discolored. I was told this was real “Genuine” Leather. What I noticed upon closer inspe.ction is that they sold me Fake Leather as Real Leather. In fact, it turns out the fake leather was just painted by DSG/AHS (Ashley Furniture).
DSG dba AHS is a Franchise Owner Group (Mark Dufresne, Chad Spencer & Todd Wanek a Silent Partner). Todd Wanek is the owner/CEO of Ashley Furniture Industries. So the owner/CEO of Ashley Furniture Industries is a Direct Owner in this Franchise. I share this brief info, which reflects their deep understanding of the Quality and Deceptive Business Practices.
I filed an initial claim with GBS Warranty Services, but they declined my claim because they do not cover poor quality and only deal with Accidental Damage. Thus I turned around to file a Claim with Ashley Furniture Directly. October 11, 2021, I filed a claim under the one-year Manufacturer’s Warranty. Ashley Furniture had agreed to cover the damage. I asked for a Replacement, but Ashley Furniture said, “No.”
Since Oct 2021, until Jan 2022, I made 23 phone calls to Ashley Furniture, but they refused to respond or call me back. After asking for a Full Refund, they sent a Technician out to my home on Jan 10, 2022. He wanted to replace a portion of the furniture only with the wrong Color Leather Type Material, the Incorrect Texture and Type of Leather. I refused such repair, because my set would not be matching, and instead it would have looked like a “Car that was pieced together from a junk yard.” Furniture that doesn’t match, anymore.
Under the Federal Lemon Law, “Magnusom-Moss Warranty Act,” and Ashley Furniture unable to replace/repair the furniture, after their Manufacturer’s Defect, I am requesting a Full Refund. I would have never ordered furniture, if I knew in advance that Ashley Furniture cannot honor our Sales Agreement and their Manufacturer’s Warranty. They made me pay in advance, but I have to trust that they will honor their end of our Sales Agreement.
They don’t want to honor their Warranty! This is also evident when you research the outrageous number of complaints filed against DSG. The BBB shows 1 Star of 5, Total of 4,106 Complaints in 3 years (4 per day) and 2,078 Complaints in the last 12 months (6 per day). Outrageous! This does not reflect other complaints like the FTC, FCC, Attorney General, District Attorney and other Consumer Protection Agencies and Social Media sites like Reddit, YELP, TrustPilot, etc.
I’ve done nothing wrong and in fact followed all laws and agreement, until DSG and Ashley Furniture Failed Me and Breached our Sales Agreement and their Manufacturer’s Warranty. They are violating my consumer/legal rights and violated State and Federal Antitrust Laws.
I am seeking your help to protect my consumer and legal rights and stop a Bully who feels they are above the law and they can do whatever they feel. I need your help to get my money back and hold DSG dba Ashley HomeStore and Ashley Furniture accountable for their Fraudulent Behavior.
On June 5th of 2021, my husband and I went to Ashely Homestore in Middletown NY 88 Dunning Road. We just purchased a home and needed to get furniture that was reliable for children under the age of twelve. Our salesman Brad Warther made it clear to my husband and I that the furniture was stable and reliable for all kinds of hiccups. My husband and I trusted this establishment, the salesman and the hype and purchased the couch and the warranty program just in case.
But get this, the couch is only 9 months and it broke on the side “for no reason” and I called my warranty service, and they told me the couch is not even a year old. They stated that I had to call the one-year warranty with Ashely Homestore.
I called them made a claim and they sent a liar to my house who didn’t even touch the couch and wasn’t even in my house for more than 5 minutes. He looked and the couch and said it wasn’t fixable and if I had insurance on the couch, they would cover it and walked out.
Three days later I get a phone call from Ashely Homestore, and they said the tech stated I told him someone overweight sat on the couch so they couldn’t do anything about it. And the claim was closed. May I add my conversation with the tech did mention weight however I stated no one over the weight of 350 was on the couch so there would be no reason for the wood to crack the way it did? But he lies and says I said fat people were on the couch and that’s why It broke.
Not to mention It’s the first year and the couch broke!!!! Like why can’t just replace it on that alone…WTF!
I used to think of Ashley Furniture as being cheap furniture, but when we looked around and found amazing pieces and even bought a sofa and a chair. Our helper, Jenny, was attentive without being overbearing. We were very pleased with our purchase….that was the beginning of April of 2021. It was halfway through July when our couch was delivered. It’s August now and we still don’t have an arm to our chair. It was supposed to be delivered today, but somehow didn’t make the truck and no one updated us until after it was supposed to be delivered. Arm ETA is September.
Then there was the assembly of the couch. They didn’t do it. The couch pieces were pushed together so we didn’t notice right away that they weren’t secured until my toddler fell between them and almost broke her leg! Not being hyperbolic, this was serious and could have been worse if we were parents who weren’t within arms reach and it had been her head. We told customer service and NOTHING. So now we have unsafe, unassembled, furniture. Maybe in September (only 6 months late) we’ll be able to spend time in our living room.
Buyer Beware: I was a fan of Ashley until something went wrong. I purchased a large leather reclining sofa and chair set for about $5K from a very friendly and slick salesman, who did a great job and made us feel like we were getting a good deal. The purchasing experience was great and of course, like responsible adults, we were happy to add the $500 5/year protection plan. He had us out of there in no time. The furniture deliver was a bit rocky, a couple of weeks late, but no big deal.
We were thrilled when our new living room set finally arrived. 1.5 years later, the last support on the sofa recliner snaps (the part that supports your calf and ankles), causing that portion to sag and unable to support the adult weight of a leg. No problem, we were responsible and got that protection plan. Finally, not being cheap is going to pay off! I call up Ashley and they say, well WE only hold a warranty on your purchase for 1 year, after that we pass off your warranty to a third party, you need to call them (essentially, our business is done her). "Well who should I call?" I ask them, "I have all the paperwork but I have no agreements with this third party".
It takes them a while to look up the details of the particular company that now holds my warrant because apparently they use a couple of the and they have provided no documentation alluding to this 3rd party at the time of purchase, if they had, we would have it because my wife is ridiculously organized and files ever receipt and purchase document without fail. I call up the third party and everything is going fine, they are friendly and they ask me a bunch of questions about my purchase, billing information, etc. and about 5 minutes into the conversation he says "I'm so sorry to hear about the trouble, we'll get fixed for you; can you remind me of when this happened?" and I say, "well, this happened about 45 day ago" and you could almost here the "GOTCHA" when the line goes quite for a few moments and he says "well, according to your warranty, you need to tell us within 30 days of the incident or it's void, there is nothing we can do for you".
I asked him how I was supposed to know the terms of my warranty when I've never seen any paperwork and I have never heard of them until that day and he basically alludes to "I'm sorry for your trouble, I can't help". So I call up Ashley and say "WTF guys! Why did I buy this silly warranty from you if it wasn't held by the company that I am doing business with? I'm going to post a negative review if you don't help me with this!" So they say, "fine, please send us some photos and we will send out a complimentary Technician to help you with your sofa." A month goes by and I receive a text that the Technician is on his way, he shows up, snaps some photos and then leaves.
I never hear back from Ashley. I call them today for an update and they say that the snapped support falls under normal wear and tear and that if I need additional support I need to contact 3rd party again, because my sofa is out of warranty with Ashley (now with 3rd party). Frustrated, I ask them to escalate this conversation to somebody who actually cares about customer service, so they send me to the Escalation Team. I again tell them that if I cannot get some help her, they are going to see some nasty reviews and they politely said "do what you have to do".......so here it is my friends, my first Yelp review. No fluff, just the facts, I'm not mad at any individuals involved; I'm just disappointed in the way that they choose to do business. Any business can be good when the customer service experience goes as planned; it's the great ones that work hard when things go off-kilter. These folks could not have cared less.
We went to Ashley Homestore in Arlington, TX by I-20. Purchased furniture on a credit card on 1/18/2021.
Paid in full ( but note they only like customers that finance). We waited for 6 weeks for our furniture to be delivered to find out that the company cancelled our order without notifying us. We just happened to open our credit card bill summary to see our purchase and refund without notification.
I called the customer order status and I was hung up on twice and they record all calls (they claim). Then I called the delivery order status and they confirmed the order was canceled. I was forwarded to the physical store in Arlington, TX 76017. All the phone line prompts- "1" and "2" do not work and the phone will ring forever until a sales person answers. When I got a sale person to talk to a manager about the situation they refused to talk to me on the phone because they were too busy and they would not resolve the issue. The sales person said come to the store and dispute it and re-buy your furniture. I said NO! Why would I do that?? I did not cancel it so it should be resolved immediately. They did me a solid favor by refunding all my money back on our credit card but they did not notify me of this cancellation and we waited 6 weeks without any emails or calls.
Tried to contact the sales person and they have never called us back.
If you don't finance then you will not get your furniture. The customer service is crappy, the store service is crappy and I am sure the furniture is crappy. Do no waste your time at Ashley Homestore. I will never do business with this company again. I called the headquarters to explain the problem and they guarantee a call return in 24 hours. NOTHING!
On June 9, 2020, I purchased furniture for 3 rooms; King Headboard B776-158, king footboard w/storage B776-56S, king panel rails B776-97, 5 drawer chest B776-46, 2 three drawer nightstands B776-93, Dresser B776-31, bar table with storage D647-42, 4 upholstered barstools D647-124S, lift top cocktail table T637-20, power rec sofa U4370247, power rec loveseat U4370218, wedge U4370271, GBS 5 yr protection 5000-5999 at Ashley Homestore in Cordova, TN. Unfortunately, I have yet to receive my entire order. In August, I cancelled my power rec sofa U4370247, power rec loveseat U4370218, and wedge U4370271, because they kept pushing the delivery date back, but for 3 months they kept calling to try to schedule delivery.
I should have cancelled the bedroom furniture at that time too, but they talked me into keeping the order open by telling me no other furniture company could meet the delivery dates either due to Covid issues. I am frustrated and disappointed because it has been eight months and I am still sleeping on the floor, and being told that my furniture will be delivered on XX/XX/XX date. I’ve made countless phone calls and texts with nothing but future promise dates. On Jan 21, I was told the furniture would be at the warehouse on the 26th.
I called on the 26th and I was told my order was cancelled. I was then told a manager would call me in about 20 minutes (was told this before) and never received a call. On Feb 8 I called to the store to ask them to cancel and pick up the 1/2 of the bedroom they delivered because I cannot use it without the rest. I was informed by Kirby that I cannot return the pieces they delivered and that her manager, Monica, would contact me. I have not heard back at this time.
PLEASE DO NOT SPEND YOUR MONEY WITH THIS COMPANY!!! I think it is completely unacceptable spend hundreds of dollars of your hard earned money with a franchise that prides itself with excellence and value in products and customers; but when you have purchased an extended warranty and service is REQUESTED you can not get an answer to when something will be done! I purchased a bed set from Ashley HomeStore (Secaucus,NJ). I am a veteran and had just came back from deployment when I received an advertisement in mail from Ashley HomeStore. Some of the things advertised where nice but not my style. I made a trip to the store and purchased some items I really liked; along with an extended warranty.
Fast-forward a year.... One evening I am laying in the bed and I hear a crack and then my bed shifts.
Immediately, I jump up and see the lip on the inside of the rail (which support the slats for the box spring) is completely broken off. The next morning I call the store where I purchased the bed and inquired about having the rails fixed. I was given the number for PLATINUM WARRANTY SERVICES - (888) 612-8909 The representative sent an email with instructions on how to submit my claim. I followed the instruction PRECISELY, so there would be no delays resulting from my end. THIS WAS IN THE MIDDLE OF MAY; IT IS NOW ALMOST THE END OF JULY AND STILL NOTHING HAS BEEN DONE!!! I have been given the run-around since my initial email. Instead of receiving follow-up calls, as promised by Platinum Warranty, I would end up calling for an update on my claim. One call I am told my warranty information can't be found, so they would have to contact the store and it would be in the system in 2-3 days. A week goes by, I call again and still the request hasn't been sent. Another week goes by, another phone is made and still no resolution. Two weeks go by, I place another call, and I am told the paperwork has finally been uploaded into the system and everything has been sent over to customer service and for me to contact customer service. I contact customer service and the rep states my information isn't in the system and that a claim must be filed with them. So, again I explain the situation and give my information and I'm told wait again another 2-3 days.
Three days later I receive a phone call stating my claim isn't handle by customer service but by a totally different company outside of Platinum called Montages. I contact this company and again story explained, information given, and I'm told to wait AGAIN! A week later, I receive a phone call stating the issue is handled by Platinum and Ashley Furniture and I must contact them. DOES ANYONE DISAGREE THAT I'VE BEEN TOTALLY PATIENT AND COMPLIANT? THAT I HAVE DONE THE LEG WORK FOR SOMETHING THAT SHOULD BE DONE ON THE VENDOR'S END? BUT WAIT THE STORY CONTINUES.... I contact Platinum and tell them of what has happened. They tell me the credit has been sent to Customer Service (they are now providing me with dates and times the messages have been sent). I call the store of purchase they say "Yes, you have a credit for $169." Okay, at this time I'm excited because I finally can sleep on my bed because I've been sleeping on my mattress on the floor. I ask if the rails are in-stock and will it be easier and quicker to have them delivered or picked up. I am then told "The rails can't be ordered because that bed has been DISCONTINUED and the best advice I can give is to contact Platinum and tell them the unit is no longer available and hopefully they will give you a credit or come up with a solution for you." YES, YET AGAIN I...NOT ASHLEY BUT I....MUST CONTACT PLATINUM AND TELL THEM THE PRODUCT THEY ARE OBLIGATED TO FIX IS NOT LONGER BEING MADE!! MIND YOU NOW IT'S THE 4TH OF JULY HOLIDAY.
So, at this time I'm furious but yet I still conduct myself in an adult manner. I call Platinum and inform them that the product has been discontinued. They tell me a credit for the ENTIRE unit will be applied and sent to the store and someone will be contacting me. On July 20th, a call is made to Ashley, there is still only a credit for the rails. I call Platinum and speak with a manager by the name of Emmy. She states the paperwork has been sent, provides times and dates of transmittal, and she will call Customer Service herself and have the credit applied, so it can be seen throughout the system and she will be contacting me back in 2 hours maximum. Well, I guess it hasn't been 2 hours yet because I am still waiting for a phone call from Emmy and the date is now July 21st. So, I took it upon myself to call the purchase store and ask if any additional credits have been applied to my name. And of course it hasn't but then I am told if Platinum had applied the credit then it would be in the system because the claims person for Ashley is really thorough. So, instead of me calling and inquiring about the credit with them, that it needs to be taken up Platinum. And this was just said to me at 5:30 pm EST on July 21, 2018.
If anyone has any ideas of what my next steps should be, please let me know. I have been in war situations, where I've been treated with more respect. But when I am home in the U.S., I can't get service for the things I've bought, which have a warranty. Should I ditch everything and go to Raymour & Flanigan Jersey City Furniture and Mattress Store
I ordered my furniture November 15th, 2017 at the ashley home store in person in Linden new jersey. I was told that I would have to wait a month for delivery so me and my wife agreed to wait.. The original date for delivery december 22nd we got a call saying only a few items would be able to be delivered and the rest of our things would be expected the first week of january, we got a call saying january 7th they will send the rest of our things.. we ended up getting a call a few days prior saying they will have to reshedule for january 19th...
Well on january 18th we got a phone call at 10 PM the day before the delivery saying our items can't be located and that they would follow up on monday and get a phone call.. We waited and did not get a phone call... I went to the store personally to express my concerns and asked for a refund and they refused to give it to me... I told them i wanted to return the furniture they delievered december 22nd since i did not have a complete living room set.. The manager told me the set we ordered is completely sold out and it won't be available after february 24th!!! Now it is January 27, 2018 and they have canceled their deliveries 3 times!!! I still am waiting for my living room set and had to cancel my Christmas party and my New Year's party due to Ashley furniture canceling their delivery several times... I tried calling customer service several times to complain I can't get through to anybody. Nobody's giving me an answer on where my furniture is located and that they do not ave delivery trucks to deliver the furniture .. I've been waiting for my furniture for over two months now...I was supposed to get a call on Monday, January 22 for my next delivery day mind you this would've been my fourth delivery and I have not heard from anybody from customer service. I paid all the money upfront and did not finance my furniture and I'm going through hell.
Ashley home store you shouldn't be treating your customers like that especially if they made such a large purchase. I went to the store and asked for a refund , The store took my original reciept of purcase and refused to give me a copy of it. They also refused to give me a refund for furniture i never recieved , ashleys only did a partial devilery end tables and my coffe table and i got my single chair and my ottoman I asked the store if they can come pick up the furniture from my home that was part of the living room set since they can't provide me the complete set , they said they do not know when they would be able to send out a truck to pick up the furniture. I offered to bring back the furniture from my home so i can get a refund for the complete set , they said they would not accept the furniture that they will have to have the company give us a call to pick it up. they have not been in touch they are completely ignoring me and refuse to hep me .The people are the store in linden are no help at all , no one wants to give me answers and they took away my paperwork from my original order , I told them i am entitled to that paper work they constantly refused and told me in order to cancel an order they need all the original paperwork and that i was not allowed to have any copies of it they took my receipt refused to give me a copy!! ..
Can someone please help me and my wife we are being treated very unfairly.. We want to just get our money back and send back the furniture that was sent in our partial order because we do not have a complete living rom set!!!
When I ordered this sofa, I was told by Ashley they only delivered to Greenville (the town in which I live) on Fridays and I could have a morning or afternoon delivery window and someone would call me to schedule. On Thursday November 16 someone did call stating the sofa was in. That was perfect, as I was off work the next day, which was Friday and the only day they deliver to Greenville. I told the scheduler that anytime that Friday would work for me. She laughed, stating they did not offer next day delivery. I thought that strange, as I had purchased the sofa a week earlier and it was Ashley calling me. She wanted to schedule a deliver for Friday November 24, which was the Friday after Thanksgiving. I told her my family would be out of town due to the Thanksgiving holiday. She then asked if Friday December 1 would work. I said it would as long as it was in the morning. She said I could expect a call a few days prior to schedule the delivery. Today, I get an automated call, not a live person, and am told my sofa will be delivered Friday December 1, after noon. I got through the automated system and finally talked to a live person. I was told the computer schedules it and it could not be changed. And I could pay storage fee and have it delivered the next Friday or just cancel my order and there is a fee for that too!!! REALLY! Before I got off the phone I received an email with the delivery notice. I tried emailing back with the above information only to find out you can't email them back. THESE PEOPLE ARE RIP OFF ARTISTS. BUY YOUR FURNITURE ANYWHERE OTHER THAN Ashley Furniture!!
My wife and 2 of our children went into the store looking for a sectional. We found one we liked and spoke with a sales rep (Courtney) who immediately offered us half the price on the tag. I agreed with the sales rep to a price of $2500 out the door (tax, delivery, etc) for a sectional and ottoman. I mentioned I'd be paying $1000 today and would pay the remaining $1500 in 2 weeks, using their 90 days same as cash promotion. I was handed a tablet and asked to fill out my personal information. The sales rep told me there would be no credit check, yet I was eventually asked for my SSN. I then spent the following 2 hours in a tiny office with a lady who I thought was setting I'm my payment arrangements. I was very confused by the entire process and never felt like I understood what exactly I was signing up for. I've never purchased furniture from a store like this so assumed this was normal. I then proceeded to ask the lady (who I later found out was with RAC AcceptanceNOW) to explain (multiple times) how much I was paying. She told me I was enrolling in a furniture leasing program, which I wasn't sure why, but kept showing me numbers that added up to $2500, so I didn't care. I felt like even though they explained there was a 12% fee, I assumed since I mentioned several times that I agreed to $2500 and if the amount (including the fee) was below $2500, I don't care what they did with the money. I ended up making 2 payments with my debit card that day. One for $222.58 and the other for $460.67. I had spent all day looking for furniture with my family and was ready to be done and go home. The delivery was also a factor in making my purchase. I needed it by Sunday 2/5 (made purchase 1/21), and the sales rep said he'd get it there in time. The delivery arrived in about 1 week, but had the wrong ottoman. I then began the long process of getting the correct ottoman, but was given the run-around, had to call several different numbers and threaten to return the furniture if not delivered by 2/5. They ended up delivering the correct ottoman on Saturday 2/4. I then waited several weeks to receive paperwork about my remaining balance, but never really got anything. I finally contacted the people who I thought I was financed through, but they told me Ashley hadn't sent them proof of delivery, so I was told to contact Ashley. The next day I spoke with the RAC representative (AcceptanceNOW) and told them I was sick of dealing with Ashley and just wanted to pay it off. She gave me pay off amount nearly $300 over what I agreed to pay (remaining balance should have been <= $1816.75). I explained to her that's not what I agreed to, and over the phone, in a matter of 5-6 minutes, she was able to clearly explain all the number that totaled over the $2500 price I agreed to, the explanation I waited for 2 hours in the office on the day I purchased but never received. Now that all the paperwork had been signed, it could be easily and clearly explained to me. Frustrated I decided to contact the store manager. Explained the situation and gave him 2 options: Provide some merchandise comparable to the $300 I'm overpaying, or allow me to return my furniture per the RAC agreement, then re-sell me the same furniture at the difference of price ($1816.75). He refused both reasonable offers. I contacted via phone Ashley Corporate (Birmingham has its own customer care, the Ashley Corporate couldn't help me because something about this being a franchise or something) and have been told for weeks now "they're emailing a supervisor with my complaint" but I have not received any resolution on Ashley's part. Now I'm forced to pay RAC the total amount due or have my credit affected. This has been ongoing now for 3 months and I'll never get my time back I've had to deal with all this. I've decided to file a complaint because I no longer feel like I will get any resolution.
They will not let me cancel an order. Has not been 24 hours have not take. Anything home.
Re: Ashley Homestore in Newington CT. June 2016.
In addition to many home decor items costing over a thousand dollars, I purchased two (2) loveseats totaling $1,626.83 which should have been identical (Hariston Shitake 2550035). One incorrect loveseat was delivered (a Harahan Linen 3570135).
I called Ashley Homestore the same day of delivery and was told it would be taken care of and they'd call me back. They NEVER called back, despite my four phone calls over a two week period! Every time I called, they kept apologizing and said person X would call me back, but they never did. Finally on the fifth call, they told me it was my fault because I initialed paperwork pushed in front of me during payment.
The mistake occurred because of the salesperson "Jonathan" who was spastic and completely incompetent. For example, while shopping for many multiple home decor items, i brought items to a side counter while I continued to shop (because they don't have carts). When I returned Jonathan had already wrapped and bagged everything but I had never indicated I was finished or that the items were ‘final’ (yes, that’s weired!). In fact most of those items were not purchased as other home décor items were selected by me in their place. ‘Jonathan’ did the same thing regarding the incorrect loveseat (not the wrapping part). The incorrect loveseat was actually the first one I expressed ‘interest’ in, but then I switched and wanted two of the 'shitake'. Spastic Jonathan said he had already started writing up the order, but would correct it – he apparently never did.
This store is shameful in their practices and their customer service is horrible. Every time I asked to speak with a manager, I was given the run-around. The owner Bob Ahern refuses to return phone call because apparently he is too busy to engage a dissatisfied customer. This store has only been open for a few months. Take my advice and shop elsewhere. Bob Ahern and Ashley Homestore of Newington CT makes Donald Trump’s Trump University look reputable! RUN from this store!
Frank