1/5

posted May-11-2012

"I am in the midst of a huge issue with this Company that will most likely end up in litigation if the manufacturer doesn't intervene. I will admit I fell for the pay in full early for the extra discount, but if I had known then what I do now...
In early November 2011, I placed an order for high end dining room furniture (over $3000 worth). After originally estimating a pre Xmas delivery, the table and cabinet actually shipped in late February. The cabinet arrived in good condition, but the table had a defect in the leaf..it wouldnt close properly. Mind you, this was not Furniture XO's issue, but their claims handling is where it all started to go downhill. I had to go back and forth with them over the next month attempting to get them to "believe" that there was an actual defect. I took pictures, I called, I badgered, I included excerpts in the pictures showing, I was even going to try and do a damn video! Finally, they confirmed that the manufacturer was going to exchange the table, but only after I "donated" the defective table and provided proof of the donation. Once they received this, they said they took our new table out and inspected it, put it together, and then repackaged it. Sounded great! So we received it in on a pallet all boxed and shrinkwrapped, with the delivery person placing the load in the garage. My wife signed for it, as I couldnt wait at home during the 6 hour delivery window (I have to work).
That night we opened the box to find that the top of the table has all packaging markings worked into the grain of the table. It looks like bad water spots that simply won't come out. We immediately took pictures and emailed Furniture XO. The next day, at the end of business that day, the claims person emailed me basically telling me all they had already done for us, and that there was nothing more they could do as we had signed for the shipment (and the small print) on the paper states that we received it in good condition. The claims person went so far in the email as to say that he was "surprised" that we wouldn't have inspected the shipment at the time of delivery given all that had occurred. So, you tell us before you ship it that the everything looks good, and then you package it the same way as it was received, and it comes to us on a pallet weighing some 150 lbs with no noticeable box damage, delivered by a service where the guy is looking to get out of there quick...and we should have all been home waiting for six hours to open up this and inspect it? That is why Furniture XO is now claiming they can't help us further. The sad part is that their repackaging of this is probably what caused the damage to the table top. Absent a lawsuit, I will be contacting the manufacturer to see what can be done, and I am sure they will be equally horrified by the representation of their product in this fashion. I know I would if I had such a high value item repped via a ...sorry, can't help you. Take my advice and steer clear if you are buying high end. They just don't care about you beyond getting your check before they ship.
"

This review was modified by lily_joe on May 11 2012 09:09:55 PM

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1/5

posted May-03-2012

"This may be the worst online experience I have ever had. Ordered a bedroom set on 3/19/12 and paid via Google Checkout. Called two weeks later for an update and was told "oh, we no longer participate with Google checkout, didn't anyone tell you?" NO, no one ever tells you anything from this company. I reordered using a different payment method and heard nothing from them until after I complained that they never return emails or voicemails and their phone system is out of order. May 1, I sent them a cancellation notice which is valid under their stated cancellation policy (more than 6 weeks since order) What a surprise? The next day, wonder upon wonder, my order is in! In the meantime, I ordered the same set from another vendor and it will be delivered in about a week. Furniture XO says I owe them a 25% restocking and delivery fee. Not a chance! I gave them written notice under their own stated policy and plan to file a complaint with the Pennsylvania Attorney General's office. Do not under any circumstances deal with this company. I'm just lucky that I used a credit card instead of a check. My credit card company backs me up fully. If I had paid by check, I'm sure that getting a refund would be almost impossible."

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5/5

posted Apr-17-2012

"great customer service and great pric4s.
I've got even a discount for using personal check instead of plastic. The price with discount appeared to be unbeatable. Shiping took about a month, but they told me in advance approximate ddelivery day.
To make long story shorter - everything was good and I'm happy with the purchase."

This review was modified by oselk on April 17 2012 07:28:44 AM

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5/5

posted Apr-14-2012

"Want to say thank you, furniturexo. Bought furniture for the whole new house, living, bedroom, dining rooms furniture.
All from Ashley furniture, all great.
Got very good deal, buying in 'bulk' and paying by check. Sure that I got the lowest price on internet.
I am glad that I didn't read reviews before I placed an order, as I would missed great deal and great service.
Got everything in weeks, delivered inside the house and fully assembled.
I called to say thanks afterwards and was offered additional discount for the future purchase.
Sounds very good, have to pass the word to the family and friends."

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5/5

posted Apr-12-2012

"Before i wrote this review i checked previous and got confused... Everything was smooth and nice in my case. I received my furniture in 3 weeks in perfect condition and had no issues whatsoever. Maybe some time delay related to item(s) avalabillity? I don't know, but again - i was happy with everything.
I ordered stuff for my office and it looks very good now."

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1/5

posted Apr-06-2012

"Terrible service. I have had them on the phone ONCE out of the over 30 times I've tried calling. My husband spoke to them on the phone I think twice. Not sure how many times he called. I left probably 5 voicemails to which I received no callback. I've gotten better responses through email, but only after I threatened with filing a Better Business Bureau Complaint and a complaint with the Attorney General Consumer Protection in Pennsylvania.

So what happened you ask? Well.....

I placed my order online 2/17/12. It went into "Processing" status on 2/23/12. I'm assuming the 1-4 week time frame they give me to have my furniture delivered to my home is legitimate. I still do not have my furniture as of today, 4/6/12. It's supposedly in transit and due to be in their distribution facility today. However, when given a Bill of Lading number and a contact phone number to the carrier (meaning the truck company my furniture is on), the trucking company turned up nothing with that BOL number.

We'll see what happens from here. I'll be calling them today to see if my furniture has arrived at their distribution facility or not. "

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3/5

posted Apr-01-2012

"" Update of My order "
IT'S ALWAYS TOO GOOD TO BE TRUE!

over 6 weeks ago I ordered one living room set+ one dining room set from Ashley brands!
they emailed me with a confirmation of my request! My husband and I after just a Little bit research about company which is registered with BBB, thawte, upfront merchant we were convinced that is a reliable company and paid them CHECK. ( bcoz of 10% extra discount) after a couple days i decided to add a TV stand and I called them, and added a TV stand to my order but no body ever told me that they don't have my items at all!

after 2 weeks i found out that my friend has made the same mistake and on October 2011 purchased a living room set and they have not received their furniture or refund yet!

I got worried and started calling them from week two of my order and since then, they have been playing with us and joking around every time we call!

No real answer and no body takes any responsibility to follow up and the just push the date back every time we call!

Their customer service guy who introduced him self as Arthur is very rude and almost hanged up the phone on me!

they barley answers my emails, and never give a certain answer and they just tell me about next week or following week i will get my furniture and nothing yet!

Me and my husband decided to talk to our lawyers and they are working with us thru this situation and last night we sent our request for a full refund. Let's see what happens and I will update you with the result!

As of today 3/20/2012
Everything is getting ugly and My lawyer and I are thinking to take this to the court and Media!

I'm not rich to afford, but this is something that FurnitureXO will ended up paying for all these "itself"!

After my first review, I canceled my order and since then they are trying to keep pushing back my order and keep me till they get furniture from MFR, but this is their own problem and I am just trying to be patient and see if they would put their gaurd down and refund my money otherwise I will lose my patient and you guys if you would like can join me for the lawsuite!

I have sent them several email and addressed their shipping policy and requested my money back which their very rude customer service person " Steven" told me that would charge me 25% stocking fee! WTF, if you have my items send me my furniture if you don't, then you are responsible to follow up with cancellation policy!

I will definitly update you!

As of today 04/01/12
We received an email from the owner and general manager and then a phone cal from the general manger "Josh"! according to our conversation, we agreed to cancel part of my order and ship me the other part that they have.
They sent me two checks one for furniture and one hundred dollar to say sorry for the mess!
I was very upset with them, but feel a little bit relived, however i deposited the check Friday and not sure if is a good check or not! and I suppose to receive my furniture on 4/3 or 04/04!

okay, here is what i have found out!
1) This is a small company that is doing a big which obviously can't handle too many customer. The other problem is their other side which is the manufacture which can't give them furniture on time" especially Ashley brand". by the way Ashley is always late even its direct customer...

2) If you can wait 3-4 months from your order, go for it! this is a legit company with great prices, however as I said can't handle too many customer, as they have!

I haven't received my furniture yet and not sure if my check was good or not, so I will update you and I am going to change my rating from one rate.

As of today 04/04/2012
I supposed to receive my furniture, But i haven't! NO tracking number and they don't answer they phone calls and emails anymore!
partial check was cashed with no problem, but i still have $2000 in their hands.

I am getting ready to go to court... can't wait anymore!


as of today 04/13/2012

I finally received my partial order and the rest was canceled before which i had my refund way back then.

I did go thru too much to tell you the whole story, but 50% is the manufacturer fault and can't blame the Furniturexo and other50% is that they don't tell you the truth and make you get worried and upset.

AGIAN: you have to wait at least 2 month to get your furniture and if you can wait and keep calling them everyday, then without recommending i will tell you to go for it!

Everything is over!!!
"

This review was modified by Niloo on April 13 2012 04:58:07 PM

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5/5

posted Apr-01-2012

"I bought Key town bedroom set from Ashley furniture and paid by money order, getting 10% off. I was nervous in the beginning, as its my 1st purchase on internet , using cash method.
But the price was very good, plus their distribution center is very close to my house. So, I decided to give a shot.
I am pleased, I did it, as the whole transaction went very smooth.
I am even more pleased, because I didn't see negative reviews that people are posting, who also paid with checks.
I am very happy with my new furniture and my whole experience.

I would definately recommend this site to my friends."

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1/5

posted Mar-28-2012

ResellerRatings.com TOP REVIEWER!

"Did a bit of comparison shopping and found that this e-tailer had a low price and free shipping. I ordered online and after a few days it showed that it was processing. I called and e-mailed and they said it was still processing. I e-mailed again a week later and received a response from Steve at the Sales Dept. saying that "FurnitureXO operates on extremely small profit margins because we provide outstanding prices, exceptional service and FREE shipping on all orders".

That's fine and dandy. However, they also said "FurnitureXO will pay direct shipping cost but sadly we will need your assistance with the additional shipping fee (third party shipping).

Unfortunately we have no other choice L If you would like to proceed, an additional $50.00 will added to your order."

Now let's get this straight here. I live in San Francisco. I don't live off a farm road in rural Idaho. Right? We have running water and asphalt roads next to an interstate highway.

You offer FREE SHIPPING to all 48 States in the U.S., but somehow San Francisco doesn't qualify?

This epitomizes poor customer service. This is not how to treat a customer with poor communication and no mitigation for their own logistical problems.

Don't advertise in a bold banner "FREE SHIPPING" when you obviously don't.

End of rant.


****UPDATED 3/2012****

Regarding the response by FurnitureXO about my comments being slanderous. Let's break it down.

1) You are a FURNITURE STORE. Hence your name FURNITUREXO and the copious amounts of FURNITURE on your website.
2) You advertise FREE SHIPPING on all FURNITURE

Deceptive advertising at a very minimum.

Anyways, I got the same order from another retailer for virtually the same cost and they didn't ask for additional shipping and it came from North Carolina via freight to San Francisco, which my map skills says is a little further than Pennsylvania.

Cheers"

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1/5

posted Mar-28-2012

"I finally received my full refund for an order placed Jan 1 that could not be filled. I immediatly deposited the money only to have it withdrawn from my account a few days later for insufficient funds. Back to no furniture, no money ($1200) and of course no answer when called"

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