• Report: #798227
Complaint Review:

Ashley Furniture

  • Submitted: Tue, November 15, 2011
  • Updated: Mon, November 21, 2011

  • Reported By: Debbie Hegmann — Houston Texas United States of America
Ashley Furniture
17727 Tomball Parkway Internet, Texas United States of America

Ashley Furniture Lies, Poor quality, rude Corporation Internet, Texas

*Author of original report: Ashley Furniture Sends Flammable Stuffing

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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. 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 re-stuff the arm rest which is the only 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 mode 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, which they are doing as a courtesy. I am not waiting I am continuing to warn Consumers to avoid Ashley furniture and review the complaints out there, especially with regards to financing, FYI I purchase this in full via automated check, DONT do that if I had put it on my bank card I could dispute it and my bank would assist with the matter.. [continued below]....

After sitting in their parking lot on Saturday 11/12/2011 Terry came out and assured me again he will emphaize the importance of the corporate office to address the issue. I left with a warning that I will be back if Corporate does not refund my money!

Monday 11/14/2011 the status at this time is as follows

Do what you have to do and I will do what I have to do! I am sure Terry will love to see me the day after Thanksgiving in the parking lot.

You already lost sales on Saturday, if you want to continue loosing sales I can accommodate you.

Ms. Hegmann

From: Erika Vargas [mailto:evargas@ashleyhc.com] Sent: Monday, November 14, 2011 10:17 AM To: Debbie Subject: RE: Lies, Poor quality, rude Corporation

Update As Of 11/14/11 (10:15am):

Our decision stands and we will not allow a return. The damage was caused by an animal. This is considered abuse. We are taking the steps to bring the chaise back to showroom quality. The filling for the arms has been ordered as stated in the previous response. There was no information reported on flat cushions. Cushions are covered under the warranty as stated in the previous response as well. We will cover that, but not the scratches since again they were done by a pet. We cover manufacture defects, but pet damage. Our policy states:

The limited warranty applies only to the original buyer and to furniture that has received normal in-home use and proper maintenance. Defects resulting from ABUSE, alterations, amateur repair, fire, or negligence are not covered under the limited warranty, nor does it cover the normal aging and ware which takes place during use.

Miss Hegmann has been informed of this information and we will continue to stand behind our decision. We understand she is no satisfied with our decision, but we must take into account that the damage was done by a pet. We are ordering the parts as a courtesy because we would normally inform our customers that this is not something we cover because it is considered abuse. We are making an exception to bring the furniture back to showroom quality, but this of course is a one time courtesy.

Erika Vargas Executive Escalations Manager Hill Country Holdings, LLC dba Ashley Furniture HomeStores Austin- San Antonio-Houston-McAllen-Seattle

1-877-314-8457 ________________________________________ From: Debbie [mailto:nytxspirit@sbcglobal.net] Sent: Monday, November 14, 2011 9:48 AM To: Erika Vargas Subject: RE: Lies, Poor quality, rude Corporation

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 its from Faulty material. And considering the cost of the furniture the material is lacking in durability which people expect from a sofa. I dont 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.

Ms Hegamnn

From: Erika Vargas [mailto:evargas@ashleyhc.com] Sent: Monday, November 14, 2011 8:38 AM To: nytxspirit@sbcglobal.net; Customer Care Subject: RE: Lies, Poor quality, rude Corporation

Update As Of 11/14/11 (8:30am):

I spoke directly with Miss Hegmann and we discussed the warranty on our furniture. Miss Hegmann has been informed that damage done by pets is not covered by our Manufacture Warranty. She did not pay for the extended warranty and therefore we would not be responsible for covering the damage she confirmed was by her dog. She stated it was poor quality on our part, but unfortunately the damage was done by the pet. Every customer has a one year MANUFACTURE warranty. This is in place for manufacture issues. Pet damage (ex. scratches) are not covered. The customer continues to inform us of the issue and demands a refund, but we will not approve a refund when knowingly this was done by her dog.

We have approved a courtesy part order. We have ordered the chaise cover and cushion and filling for the arms to bring the chaise back to showroom quality. Miss Hegmann is aware that this is a ONE TIME COURTESY part order. Again, normally we would not cover this issue, but we have decided to do so to reach some neutral ground. If damage occurs later due to the same issue we will NOT cover this issue. There was a misunderstanding. The parts will arrive in 2-4 weeks not 4-6 weeks. Our part orders can arrive sooner than expected some times. Miss Hegmann has my personal extension so when the parts arrive she can contact me and we will set up a tech appointment to install the parts. Miss Hegmann will not receive a refund. We informed her she can continue to file complaints, but the decision will not change. The furniture has been used and damage has occurred by the use of her pet. This issue has been addressed and I assisted Miss Hegmann in the most professional way possible. After discussing the options Miss Hegmann we ended our conversation with an agreement on the part order and installation as a one time courtesy.

Erika Vargas Executive Escalations Manager Hill Country Holdings, LLC dba Ashley Furniture HomeStores Austin- San Antonio-Houston-McAllen-Seattle


This report was posted on Ripoff Report on 11/15/2011 11:00 AM and is a permanent record located here: http://www.ripoffreport.com/reports/ashley-furniture/internet-texas-77064/ashley-furniture-lies-poor-quality-rude-corporation-internet-texas-798227. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Ashley Furniture Sends Flammable Stuffing

AUTHOR: Debbie Hegmann - (United States of America)

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.
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