Ashley Store — Attraction in Webster

SHARON HARRIS, since I'm not sure you actually read my original email thoroughly because you ignored a main point. Due to your Company's Lies and Misinformation, I will not speak verbally with you. Unless you agree to be recorded, and my only comments and questions to you will be, "When will you pick up your furniture and Fully Refund me?" I have a full list of all Local, State and Federal Consumer Protection Agencies and I am starting to report your company. In addition, I will take it to the streets, Social Media, News Agencies, Community Clubs, Churches and a large family, friends and coworkers. Just to clarify things, I have already sent pictures during my original conversations with the Warranty company, Ashley Furniture and Dufresne Spencer Group.

On February 10, 2024, I bought two (2) Power Sofas with Adjustable Headrests (Item: 5930247) at the Ashley Homestore in Pasadena, Texas. I paid $3,224.21 total for both sofas plus delivery charge, protection plan, and tax on my credit card. Ashley’s delivered the sofas to my home on 2/15/2024. Unfortunately, the Leather material of these sofas has failed. After only 6 months (August 2024), I noticed the Leather peeling. I called your store and the Extend warranty company on August 10, 2024, and after 2-1/2 weeks I received an email stating that the couch was still under the manufacturer’s warranty and my claim was closed. On August 23, 2024, I called Ashley’s customer service and through an online chat they offered me a $167 Ashley’s gift card. I declined that offer and they then offered to repair the sofa. I accepted that offer. Before any repair appointment was set up, I was notified by email on August 24, 2024, that I had no warrantable concerns present and my claim was closed, noting that the failure is a Manufacturing of fake leather. I made one more call to Ashley’s on August 25, 2024, and was told that normal wear and tear is not covered. This is not normal wear and tear! You offer a one-year warranty on all manufacturing issues. Material is supposed to last for years, not months! When I questioned that answer, you had me send more photos, but then ghosted me.

Now it's too late to want to come back and say you want to repair. You already refused to repair and showed your true colors, when you expected me to live with failed furniture. I'm guessing that Ashley Furniture did the math and hoped I would accept $167 gift card versus Ashley Furniture recovering the sofas. Maybe those items are discontinued now. I don't know what the exact reason is, but I'm sure you thought I was hard-up for money and will take $167.

I will not accept any Ashley Gift Card. I did not enter into a contract to buy new furniture, so your leather will flake off in six months and accept a gift card for $167 to keep your Manufacturing defected leather. There is no way this is real leather, it must be Bonded Leather! You sold me Bonded Leather furniture but selling it as Real Leather is a scam! I will fight this all the way to the top, in addition I'll take it to the streets and social media.

To resolve this issue, I am demanding a full refund for $3,224.21and you will pick up both sofas from my home at no cost to me and fully refund me per FTC Guidelines.

Do Not Call Me. I will not engage in any conversation or answer any questions. Contact me...

Absolute nightmare of a purchase with this store. Two cancelled delivery dates and when the couch finally arrived on the third, it was damaged, severed recliner cord and multiple holes. Recliner doesnt work at all. All videos and photos attached. SHOP SOMEWHERE ELSE. Ashley refuses to make it right.

My husband bought a couch off the showroom floor on July 12th. We paid in full that day and scheduled delivery for July 23rd. While in-store, we looked over every inch of the couch with the salesman and it was in perfect shape.

The day before delivery, we received no call, no email, nothing. My husband called the store and was told we’d get an email the morning of. We didn’t. No one showed up. My husband stayed home from work for no reason. He called again and was told there was a delivery issue and it would come the next day, July 24th.

On the 24th, we finally got an email saying we were delivery #9, expected around 3pm. My husband tracked the truck and saw they passed right by our road. We called again and were told we’d been missed but they were “stuck in traffic.” An hour later, new story: they forgot to load our couch on the truck. My husband stayed home from work AGAIN for no reason.

Delivery was pushed to the 25th. When it finally arrived, it was a mess multiple holes (one showing the wood inside) and the main recliner had a completely severed cord so it didn’t work at all. I filmed the entire delivery. My husband called and spoke to a manager who told him to sign for it anyway (video attached) and that a brand new couch would be delivered. He clearly said the damage did not happen on the showroom floor in a text message, and a new couch would be exchanged.

It’s now been days of runaround. Multiple phone calls, no straight answers. One person says we’re scheduled for a new couch on August 7th. Another says that’s not true and there’s no record of it. Now today Ive been told because we signed for it (manager told us to) were stuck with the couch and in 7 to 14 days they'll mail us parts then we have to contact a technician and theyll attempt to "repair" the couch (all on recorded phone call).

We paid in full for a new, showroom-quality couch and now we’re being told to accept one with holes and a spliced cord. That’s the resolution.

Please, please shop somewhere else. This experience has been nothing but stressful and disappointing and were out thousands on a wripped up couch and...

DO NOT BUY FROM ASHLEY FURNITURE. THEY DON'T STAND BY THEIR PRODUCT, THEY ARE A DISHONEST COMPANY. THE LOCAL STORE IS UNABLE OR UNWILLING TO STAND BY WHAT THEY SELL. THEY OPERATE WITH DECEPTIVE PRACTICES.

I would LOVE to give Ashley a 0 star, but I can't - so they get an undeserving 1 star. Nasa, the sales rep, gave us his card and told us that if we needed anything to just call him.

Ashley delivered damaged bedroom furniture to my home. When we called Nasa, he pawned us off onto a corporate claims number. They then took over a week to let me talk to a human, and instead made us deal with a virtual agent.

Finally, we spoke to someone who, when she saw the images, was in agreement that the furniture was stained, damaged, and unacceptable - and she'd submit a claim.

At this point, we just wanted the damaged furniture replaced. But after days of getting no response, no info, I called back and spoke to a representative named Jessica Rivers, who after a 54 minute call, got an approval to get a refund.

During that call, we got a message from the claims department (finally) that they would be out to repair/replace the furniture. I told Jessica this, and she said "just decline it, you're not doing a repair/replacement, you're getting a refund". So I did.

After we hung up, I got a response saying "Ashley has no return policy, and we're not getting a refund, and asking when they can schedule the repair."

I called the next morning, and spoke to two different reps (both overseas) who couldn't not see that my conversation with Jessica ever happened, have no record of anything like that, and that they cannot help me with a refund. They both refused to transfer me to a supervisor. They literally do not have the technology apparently to do so.

I then went into the store, and spoke with Jacob Wolfe (Associate Sales Manager, and manager-on-duty), who was kind, but said he can't do anything outside of his four walls, but that he would send an email and try to get this resolved.

The next day, Ashley called my wife and told her in no uncertain terms that there would be NO REFUND, and the best they can do is replace the damaged furniture. My wife very reluctantly agreed, and the furniture was going to be replaced the following week.

Fast forward to delivery day, and guess what?!?!? More damaged furniture, potentially even worse than before.

Please learn from my experience, stay away...