Ace Electric

After review of Mr. [redacted]’s claim, we have reached out to the upper management at our retail store location. They have advised that they spoke to Mrs. [redacted], and there is an exchange that has been processed for the items that are damaged. The delivery date is scheduled for 9/12/17. Two days prior to this day, Ashley Furniture will be contacting Mr. [redacted] to advise of the 4-hour window time frame for delivery.   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 satisfactory to me. 
Regards,
[redacted]  Also note the attachment includes all cost of transactions as well as pictures of the issue.

Good Afternoon Mrs. [redacted],Our retail location has made contact with Mrs. [redacted], and a pick up of all items has been scheduled for August 2, 2016. A refund will be issued to her Visa and Synchrony card upon  completion of the pick up. The refund to the Visa card will reflect the next day, the refund to the Synchrony card will reflect on her next statement. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]As we mentioned our previous response, we don't have trust on them(Ashley Furniture) for future warranty (around 10 years) so we expecting refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I spoke to [redacted] Manager at the ashley store, She said I would be credited $711. I am waiting for it to show on my credit card statement, because I have been told it has been put through before and I never received credit. As soon as credit is reflected, I will close case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]Good Morining, I received two messages from Ashley Furniture 3/7 (Mohonian) and 3/9 (Shelly) from the number ###-###-####-  case number #[redacted]. On both of these calls from these ladies they emphatically state that they have records from this company that the technician NEVER showed up. I do not take it lightly that they have lied to me and now to you all. When the technician called me hours before my scheduled time, he never asked me if I wanted anything. He said he was 20 minutes away. I then called Molly a supervisor, (which both calls from Ashley Furniture notes they are aware of) from this company and she spoke with him and told him he must come at my scheduled time. HE NEVER CALLED ME back. I have both of these voice mails from Ashley on my phone. You all my contact me at anytime to listen to both of these messages. THEY HAVE LIED!!!!

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 further review of...

Jeffery’s situation, we have found that Rita had contacted our customer service department on 3/27/18.  She had reported that the material was sewn wrong and sent in a picture of the issue.  Our policy/procedure for damage items once they are delivered and signed for is we would order parts and/or send a service technician for repair first.  We do not automatically replace the item.  The day Rita had called our customer service to report the issue, she was advised we would be ordering the part and to call for the service tech once she received the part.  On 4/3/18 customer had called in to schedule the service tech because they had received the part.  Currently the service tech is scheduled for 4/6/18.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Tom is awesome. He responds promptly and is very knowledgeable about his profession. On more than one occasion, when we have had issues with our commercial walk-in refrigerator, he has gotten it running, and we have avoided any loss of business!!! We used other contractors in the past, but ACE is far superior in customer service and satisfaction!

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.Please accept our...

sincere apologies for any dissatisfaction that has been caused. According to our records, the Large Rug was purchased on 11/27/17 for $398.12 + tax = $425.99. The sales receipt signed at the time of purchase includes the terms and conditions which state the following return policy, “AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not damaged/defective or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations.” Our records indicate that you signed agreeing that you have read and understood these terms and conditions. We have attached a copy of the signed terms and conditions.  As we do not offer returns, exchanges, or refunds on rugs or non-defective product, we attempted to accommodate you by offering to accept the rug back as return for in-store credit towards any other item in the store. We value you as our customer and went above our policy to attempt to come to an agreeable resolution. In addition, the rug has been in the home for 2.5 months at this time. We would not be able to offer a refund but are more than willing to extend our offer for in-store credit, if the rug is still in new condition. Please contact our store at ###-###-#### if you would like us to proceed with this offer.  Thank you for your understanding.”. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Date: 5/16/16
Revdex.com Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We take these matters very seriously and regret to hear of your dissatisfaction.
Upon review of the customer’s complaint, Ashley Furniture’s...

Corporate Office received the refund request on 5/12/16. Refunds are processed by our finance department on Mondays and Wednesdays and checks are issued on Tuesdays and Thursdays. This customer’s check will be issued tomorrow and mailed out to the customer on Wednesday 5/18/16. We do apologize for the delay but this will be taken care of this week.
Please let me know if you have any questions or concerns.
(Reference Kingswere SR# 91191)
Regards,
Ashley Furniture Industries, Inc.
SL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
Ashley's Company respond to my sectional couch dissatisfaction is simply stating that the repair company will be at my home December 7, while this may be a fact, however, their response does not indicate or acknowledge the true facts as to my actual complaint. It definitely has taken 4 months to try to resolve an ongoing issue which I am still working with the furniture repair company. The repair company or fixing the furniture is not the nature of my complaint. My actual complaint is that I am not satisfied with my purchase which to me was poor quality furniture for the price that I paid. I had addressed this from the beginning with the company in addition to my credit card company.As a consumer I am expecting a different result. . My expectations have not been met. Having my initial contact with Ashley Furniture by shopping around, I thought this to be a company I would want to make my planned furniture purchase from. I would like to continue to believe this. . Furniture purchase is not something we do often so I expected this to be happy experience. Unfortunately when you buy sectional recliners the damages or issues they may have, do not surface as quickly as some other consumer products you may purchase. As far as the warranty and guaranty policies is concerned, the time will certainly lapse before the damages or issue arise. Had I not purchased Furniture Protection Plan, I would have been impacted worse. I do not agree with the response that Ashley furniture is providing. They are simply indicating, customer bought plan and the furniture plan company is going to take care of the damages. ( Even though the timing to get furniture repaired has been poor quality with the phone calls, follow up, returning calls, etc) have not been adequate, this is not my true complaint at this time, my complaint is that Ashley furniture product purchase is not to my satisfaction. My end result expectation is for Ashley to please take this furniture back, to provide me with a store credit so I can obtain different couches. Couches that meet my expectations and not sectionals that are not to my satisfaction. I would love to believe Ashley furniture to be a company that looks for ways to make their customers happy by handling this issue to be a customer satisfaction experience. I am willing to take a loss if that be the case but I would like to be a happy consumer as well. thank you so much for your assistance.
Regards,
[redacted]

Revdex.com:
  I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The deteriorating effect on the furniture is something that didn't happen just recently. It started a while ago and only recently it got worse. I was trying to contact my local store where I originally bought the furniture from but they closed down. This is why I expected the corporate office to resolve my problem. Since Ashley Furniture business do not stand behind their product, I will never be purchasing from this company ever again and I urge all future customers to stay away from their products as well. As you can see from this interaction, they will sell you extremely low quality items and will not stand behind it. All they care about is their money and do not care a single bit about their customers. I hope others will learn from my mistake. 
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 have found a complaint was filed through our homestore customer care team. One of our customer care supervisor’s did speak with Mrs. [redacted] on Monday, December 12th, to schedule a service technician to verify the damages on the loveseat since they could not be seen through a photo. Our technician reported the loveseat has a broken frame. We have authorized an even exchange of the loveseat.   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 receiving Mr. [redacted]’s...

complaint, we have reached out to upper management at the retail location.  Per management the customer wanted the store to do a price match from a competitor. This is not something Ashley Furniture does. Store manager [redacted] spoke directly to Mr. [redacted] and approved the price match even after telling him that we do not honor other websites prices other than our very own Ashley website. Customer was never advised he could get free delivery. When Mr. [redacted] came into the store, he was demanding free delivery to finalize the payment.  He was very agitated with the customer service rep to the point she was shaking. Another representative who was helping with the situation was also assisting another customer when Mr. [redacted] came rushing up to her and was very loud and demanding that he deserves free delivery. The customer service representative advised she was going to make a call due to the now very heated situation. Since the rep was finishing up with her customer, [redacted] decided to finalize the sale with the agreement that if he wasn’t getting free delivery he was going to cancel the order.  After discussing with upper management they came to the conclusion they would not be offering both the 40 % off and free delivery at which time he said ok, but threatened he was going to get his delivery free one way or another.  At this time we invite Mr. [redacted] to contact his retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc.Corporate OfficeND

Date: 9/9/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your complaint. I do apologize for your dissatisfaction and want you to know we take these matters very seriously.
 
Upon review of the...

customers claim I have had the agent who has been working with the customer reach out to the customer today. Unfortunately she was unable to reach her but has left a message offering the customer 25% instore credit for the amount the customer had paid for their furniture to keep the items as is. Unfortunately the customers manufacturing warranty expired in March so the customer is no longer under warranty. As a courtesy we have still offered the customer credit to help satisfy the situation.
 
Please let me know if you have any questions or concerns.
 
Regards,
 
Ashley Furniture Industries, Inc.
 
SL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received a phone call from [redacted] at the Altamonte Springs Florida location.  The store manager stated that we could come into the store and pick out a new sofa. We have to come to that location. We now live in Maryland which is over 900 miles from Florida. [redacted] said he would call me back with a solution. He finally called me back after I called the store to find out where I could go in Maryland for the replacement. [redacted] told me there was nothing he could do because he authorized a replacement at his store and it will not transfer to another location and he could not provide a credit.  We are not satisfied with this response. We would like to be able to go to a local store where we now live for the replacement. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886301, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's extremely unfortunate that Ashley's Furniture accounting and store managers are not trained in this matter.  It's been very difficult trying to educate them. When a person makes a dispute with their credit card company the funds are put on hold until the dispute is resolved. Once the dispute is resolved, just like any other kind of refund transactions it takes a few weeks for the funds to be released. This was something my credit card has tried to educate them on. I was NOT immediately refunded which was why I put a dispute in with my credit card company.  I should not have to pay interest with my credit card due to accounting issues Ashley's has. Just as I was supposed to wait a billing cycle to see my refund, they were too! Once Ashley's furniture learns this it will be too late because they have humiliated me to the point of no return (literally)!  I can not believe that they have tried to validate their errors instead of accepting responsibility for them. 
Regards,
Timecca C[redacted]

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Melyssa Roberts’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. Roberts’s claim, we have contacted our Online Sales Team. Our Online Sales Team reached out to Financing, and we were advised that the credit card in questions declined the charges multiple times. As shown on the attachment the charge of $223.64 was declined 5 times by the credit card, however the charge finally went through on 1/2/17. A charge of $319.50 was authorized on 11/10/16. These two charges add up to the total amount of her purchase. There were no other charges to her credit card.    Regards, Ashley Furniture Industries, Inc. Corporate Office SK

I am rejecting Ashley's respond to my complaint because it is not the full truth! First off, the first technician that came out after we called said he would have to order a part for it! He did not say he had to order a cushion! The cushions are ATTACHED to the couch so this would require taking the couch back to replace it and leaving us without a couch to sit on! The second technician that came out to check the new couch they replaced the first one with, said nothing was broke but it was just the way it was made and he could maybe fix it but it would be like putting a bandaid on the problem and it would end up doing the same thing in short time! These technicians work for Ashley's and of course not going to say anything they should not say for the sake of their job! As far as the warranty is concerned we didn't see that before we brought the warranty as it was attached to the couch and yes it did say that it will conform to the body BUT just in two weeks time? that is absurd!!!! IF the couch is doing this and on both ends now then the love seat will also do the same when it is used a little more often! my husband is going to have back problems if he keeps sitting on it like it is and getting worse! I do have back problems and I have to sit on a pillow on the couch! we don't have the money to buy another couch and its just like throwing money out the window! THIS IS JUST NOT FAIR!! This furniture is defected! would like a refund from Ashley's so we can buy another one that will hold up for more then a few weeks! thank you

The store manager has contacted the customer and offered to refund the delivery fee.  Per the store manager the customer is satisfied, and they will be processing the refund. We invite the customer to contact the local retail store with any questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office **