Ashley HomeStore

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.

I ordered 3851.40 worth of furniture from your store, the sales associate was alex vanderploeg. I paid cash for my order and before leaving asked the sales associate twice if he put on the order the bunkbed mattress for the top bunk bed. He assured my wife and I that it was on the order. My order number is [protected] and my name is terry murrell. I have received the rug I ordered the day I bought everything. Yesterday 8/12/21 finally they delivered the smaller mirror, two dressers, larger mirror (which is missing the bracket to set it up), the 5 drawer chest, and then finally which is the most important the bunk beds, or should I say part of the bunk beds (I received part of the frame, and the ladder, but no rails and no top mattress after I was assured it was on the order. My daughters are starting school next week and they still dont have a bed.) I decided to buy furniture from your company because I was told it was a good company to buy from and the customer service was great. Since I have ordered there has been no communication, I have had to call and inquire about my order, they have been rude in answering my questions. I called the store yesterday and asked for a manager, they said the manager was on vacation, then I asked for an assistant manager, there wasn't one, so I asked for someone in charge, I was told there wasn't anyone in charge of the store! What? I asked her, I asked for a district manager and even corporate to talk to, and their answer was dont know! If your stores are being run like this and you treat customers this way how are you still in business. I want the rest of my order delivered to me and I want resolution for all my trouble. What ever happened to customer service. You must be making millions to not bother with the satisfaction of a cash paying customer. My number is [protected]. I am a painter but leave a good call back number in case I am painting.

In 2009 my wife bought 2 recliners and a sofa from Ashley in Ft Worth. Within 3 months, both recliner seat cushions were replaced due to being torn by the recliner handles. Within another year or so the leather started peeling off in large chunks on the recliners both backs and seats. We purchased the extended 5 year warranty. They said this was normal wear and tear and not covered. A short time later, one of the frames broke and the technician deemed it not repairable. It was replaced with a new unit. I really should have cut the other unit so it would be replaced, but I'm too honest for that. After that unit became disgusting because of the fabric, we took it to goodwill. They would not even accept it. We were told this was a known defective material due to the glue eating through the lining. I called Ashley customer service and was assured they knew nothing about any defects in the material and refused refund or exchanges because of the expired warranty. They practically accused the Good Will clerk of lying. The microfiber sofa bought at the same time is still holding up well. So why did the recliners' fabric fall apart in such a short time. I filed a BBB complaint against Ashley industries in Wisconsin. The answer I received was to file the complaint locally against the local store. I am on that process, but since the customer service number wasn't any help, I don't think the BBB complaint will be either. I would just like a refund, a replacement unit (although still may be defective if not redesigned) or store credit.

The following is the content of the first letter sent about this complaint:

Dear Ms. xxxxxx:

I came into your store and purchased two dining rooms and an office desk with a credenza on August 6th. I paid by check and my total purchase was for $7, 633. The only disappointment was that I could not purchase a rug at the same time because your store could not deliver it. Since that time, I finally received part of my order on September the 6th. The remaining table and chairs were scheduled for delivery on Saturday, September 27th.

I asked for a morning delivery time because I have a company function that I must attend in the afternoon. They told me that they were not able to promise me a delivery time and they would call the day before delivery to let me know when I had to be there for acceptance. Sure enough, your company scheduled the delivery time from noon until 4:00 PM. There was no way I could miss my company's function, so I had to cancel this delivery.

I was transferred back to someone to reschedule for the following Saturday, October 4th and was told that there would be an additional charge to deliver my furniture. I'm available any time during the following Saturday, so morning or afternoon is not an issue.

I just wanted you to know that I won't be purchasing any additional furnishings from Ashley's or recommending Ashley's to any of my friends. It's not your fault, but your delivery service policies that I object too. We all have very busy lives and demands upon our time. I had made a very simple request for a morning delivery and was not told that if I canceled because they scheduled me for an afternoon delivery that they knew I could not keep; there would be an additional delivery charge. Hopefully they will deliver my remaining furniture on time next Saturday.

I have a lot of furniture left to purchase, but I won't be coming in to see you again. I need a company that will work with its customers, not one that acts like the telephone or cable company. I just want a little flexibility when it comes to scheduling deliveries.

I also want you to know that all the individuals I spoke with were very professional and courteous. The delivery men who delivered my furniture last time were also very good and I tipped them accordingly. You and your team are exceptional, but your delivery policies are simply not acceptable.

End of original Letter:

Today, October 3rd, Ashley's called to schedule the delivery of the remaining furniture and informed me that they can't do it until the 11th. Needless to say, I more than disappointed. I reiterate, I will never do business with Ashley's again, and I will never recommend them to anyone. I paid cash on August 6th, and I won't have my things until October 11th, but I wouldn't bet on it.