Ashley Furniture HomeStore at Valley View closes unexpectedly; Customers outraged

Updated 4:47 p.m.

By Mollie Halpern
WSLS Investigative Reporter
mhalpern@wsls.com

Customers clamour -- locked out of the entrance of "Ashley Furniture Homestore". The only explanation for the lockout -- a notice on the doors.

It reads that the store is "...undergoing a change in ownership...and that it's not open for business during this transition."

Jean Gentry has a receipt showing she paid nearly $700 dollars, for products she says she has never received.

Mollie asks: What have they been telling you?"
"It's coming in next week, it's coming next week, it's coming next week," said Gentry.
Mollie asks: But?
"It's never come," said Gentry.

Among the crowd of customers is Robert Matt. He says he placed an order for furniture back on July 19th, and is still waiting for it.

Robert Matt said, "They've got $7,500 and we have not received our furniture, I'm really upset."

Matt took us to his new home, to show us how he's coping without any furniture. "This is is where we're supposed to watch T.V. We have a sectional sofa that's supposed to be coming, and we sit on our teddy bear and pillow just to watch T.V.," said Matt.

WSLS 10 On Your Side asked employees if they could help the customers.

Mollie asks: "Are you employees?"
Employee answers: "Not anymore."
A second employee says, "This is an emotional time, I really don't want to get into this."

She did tell 10 On Your Side that customers would be taken care of.

We tried calling the company several times to make sure, but no one returned our calls. The notice does say that the business "...will begin to make telephone calls to schedule a time for furniture delivery." But-- it also says: "Ashley cannot guarantee that it will be able to fill your order, but will try to do so."

It goes on to say that it is "not responsible or liable...for the refund of any deposit."

Customers say time will tell whether they get the products they've paid for. In the meantime, folks like Matt are hopeful they won't have to sit on the floor for much longer.

If you are a customer who has concerns that need addressed by the company, please call 866-307-3038.
Ashley Furniture Homestore is independently owned and operated by "The Baker Group".

--------

1:58 p.m.

The Ashley Furniture HomeStore store at Roanoke's Valley View Mall area has closed unexpectedly to customers.

A sign posted on the door says:

"Please be advised that this Ashley Furniture HomeStore is undergoing a change in ownership. We apologize that it (the store) will not be open for business during this transition period."

The Baker Group owned the store.

The sign goes on to say Ashley Furniture Industries Inc. Is attempting to work with people who bought furniture from the store, that had not been delivered, as a "Good Samaritan." But the sign says Ashley is not responsible for those purchases.

Customers lined up outside Ashley, but the doors were locked to them and the media. We talked with several people who bought furniture as early as yesterday. One person says they spent $7,500. Another woman told us that she was advised last week that something big was happening that may impact furniture delivery to her.

Some employees have walked out. One told us she's now drawing unemployment, but would not say if she had been laid off definitely.