Ace Electric

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted] situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Upon review of Mr. [redacted] claim, we have reached out to management at our retail store location. They have advised that Mr. [redacted] was given an in-store credit, and picked out new furniture. It is scheduled to be delivered on 6/13. Also, the damage that was done to Mr. [redacted] property has been addressed with our In-Home Damage Department. Mr. [redacted] will be contacted this week for a follow up with this claim.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After review of Mr....

[redacted]’s complaint, we have reached out to our upper management team to go over our technician’s photos and report. We are going to replace Mr. [redacted]’s mattress. Delivery is scheduled for Friday, March 9th.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’s. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Upon review of Ms....

McKinny’s claim, we have reached out to upper management at the retail location. They have contacted the customer, and left a message that a refund can be processed for the mattress pad, and protection plan. We just ask that the mattress pad comes back to the retail store in the original package. We invite Ms. [redacted] to visit her retail store to have this processed.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

> Good morning,>> >>    After examining the new  furniture very closely the sofa has a>> >> recliner that does not work, there are 3 sections to the sofa it and>> >> the end one is separating for the rest and on the separate chair...

the>> >> frame is bulging out of the top back. The manager , [redacted] has been in a>> >> meeting all day Wed. and Thursday, according to whomever answesr the>> >> phone. Still no return phone call. Very poor customer service. Thank>> >> you for your attention in this matter.

After review of Mr. [redacted], we have reached out again to upper management at our Corporate Office. The times that Mr. [redacted]’s furniture that was peeling, Ashley Furniture did repair the sofa as a courtesy. The manufacture warranty is only for one year. The 5-year plan that Mr. [redacted] purchased does not cover peeling. This is only for accidental coverage. We can offer to increase the in-store credit to 40% of the cost of the loveseat. With the loveseat being 5 years old, Ashley Furniture feels that this is a fair offer. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Upon review of...

Mr. [redacted]’s claim, we have reached out to the retail store location. Per upper management, they are going to be processing a refund for the delivery fee. We invite Mr. [redacted] to contact the retail location for the status of the refund.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is UNSATISFACTORY to me. However, I actually spoke with the Store Manager at one of the Ashley Furniture locations and he is replacing the damaged pieces for me. As a result, I can close this complaint since he was professional and ethical enough to accommodate me. It is unfortunate the corporate office could not extend this type of courtesy LAST YEAR when the issue was initially reported, but their long list of complaints speaks volumes for their lack of service and poor standards. It is good to know that there are at least sensible people working in the stores.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After review of Mrs. [redacted]’s...

complaint, we have reached out to our upper management at our retail store location. Our retail store has offered a reselection, however Mrs. [redacted] would be responsible for the delivery fee on the new items.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Date: 10/20/15
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We do regret to hear of your dissatisfaction.
Upon review of the customers claim a technician was out to the customer’s home on 8/22/15 and...

deemed that the issues the customer was having with their dining room table were caused but customer use/abuse. Attached are photos of the table in question. The customer had stated that the damage occurred during delivery but did not call us to report these damages for over 2 ½ months after their delivery. Ashley Furniture allows customers to call in any delivery issues within 72 hours of receiving their furniture. At this point Ashley Furniture will not be able to assist any farther with the customer’s dining room table.
In regards to the sofa that the customer had reported we do apologize for not reaching the customer earlier. On 8/26/15 an Ashley Furniture Customer Care Representative had reached out and left a message for the customer because we were unable to locate the sofa. After further investigation we found that the customer has two purchase orders and we were able to find the sofa under the second order. As of today one of our customer care representatives has left a message for the customer to inform them that we have ordered parts to fix the issue with the customer’s sofa. We request that the customer please call Customer Care once these parts have been received to schedule a technician to come back out to install them.
Thank you for giving Ashley Furniture the time to respond to this complaint. Please feel free to contact me with any questions or concerns.
(Reference Atlanta SR#[redacted])
Regards,
Ashley Furniture Industries, Inc.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Jamie B[redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon further review of the...

complaint, we have found that the retail location has offered to pick up the items and refund the customer.  We have the pickup scheduled for 11/13/16 the customer will be receiving a call on Saturday 11/12/16 with a time frame for the pickup.  We invite the customer to contact our customer service at 1-800-477-0097 if there are any other questions.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and as long as they fix the damage Then I will find that this resolution is satisfactory to me. If they do not fix it Then I will not be satisfied with this response. All I want is all 3 individual pieces damaged in the same spot Fixed that's all. Once that's done I am 100% satisfied.  
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding [redacted] situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. To further look...

into Mr. [redacted] concerns, we are reached out to our retail location management. A credit of $200 was applied to Mr. [redacted] Ashley account and $120 was refunded towards the delivery fee, as well as an addition $80 for the inconveniences brought on by this situation. Mr. [redacted] still also has the opportunity to use his gift cards on anything that is available to order through our retail location. We apologize for these inconveniences and hope the above solution is satisfactory in resolving Mr. [redacted] concerns. Please feel free to reach out to our Customer Care Department at 800-477-0097 or retail location at 404-239-6080 with any questions or concern. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After review of Mrs....

[redacted] complaint, we have found an initial complaint was filed on January 18th 2018 stating side of sofa sinks down and feels broken. We sent a technician out to the home on January 23rd 2018. Our technician requested a new cushion to fix the sofa, however our manager at the store had authorized a replacement of the sofa. Mrs. Singleton called our customer service team on March 1st 2018 to report the cushion on the sofa was sinking and she wanted to select a new set of furniture. We had advised her we would need to send out a technician to inspect sofa to check for manufacturing defects. We scheduled a technician for march 6th 2018. Our technician reported no defects were found on the sofa. Cushions sinking would be considered normal wear and tear, not a manufacturing defect. The warranty booklet that is given to the customer at the time of delivery (attached to the furniture) does state cushioning will conform to the shape of the user and is not a manufacturing defect.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After review of Mrs....

[redacted] complaint, we reviewed this with management team at GBS. GBS has scheduled a technician for Friday, December 7th to take care of both issues.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Upon review of Mr....

[redacted]’s claim, we have reached out to our retail store location management. They have spoken to Mr. [redacted] & Mr. [redacted], and agreed to have the table exchanged. The table is scheduled to be delivered on 5/18.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Upon review of Ms....

[redacted]’s situation, we have reached out to our retail store location upper management. They have offered to exchange the mattress. This exchange would be done as a courtesy, due to the damage on the mattress is not a manufacture defect.    Ashley Furniture will not be authorizing a refund for the mattress. We invite Ms. [redacted] to contact the retail store location where she purchased, to have the exchange processed.        Regards,Ashley Furniture Industries, Inc. Corporate Office SK

After further review of Ms. [redacted]’s claim, upper management from the Corporate Office has been trying to get in contact with Ms. [redacted] multiple times. There were voicemail messages left on both numbers on the account, on 4/18 & 4/28. We have not heard back from Ms. [redacted] to discuss her claim. Instead of having the recliner in Ms. [redacted]’s home repaired, we would like to exchange the recliner since it is still being manufactured. Also for the inconvenience, we would still like to offer a gift card that she may use at any one of our Corporate Store locations that is listed on the back of the gift card. The amount that Ms. [redacted] is requesting of $1000.00 is not an option, but we will still honor the $200.00 gift card as previously offered. We invite Ms. [redacted] to lease contact our Corporate Office at ###-###-####. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Good Morning [redacted] and [redacted], As discussion was had with Upper Management we have considered two options for you:   The first option, we are more than happy to Even Exchange the 2 pieces in question for you.  We would bring out two new pieces and be taking the damaged items at the same time.   The second option would be an instore credit for the 2 pieces at 60%. The total credit back to you would be $1036.02. This will be an instore credit, only to be used in the Brandon Homestore.   In regards to your protection plan being refunded you would need to contact Guardsman (your Protection Plan company). They do prorate the protection plan for the number of years that you have had the plan. You would no longer have no coverage on any of your items.   The delivery fee refund will be nonrefundable.   Regards,   Ashley Furniture Industries, Inc.   Corporate Office   LB

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I just received notice from the store that my exchange is complete. This matter has been settle to my SATISFACTION. Please update this file accordingly.
Regards,
[redacted]