Ashley Furniture Homestore

Ms. [redacted] has been contacted and taken care of.  There was a miscommunication about her changing  some items on her order.  We are accommodating her requests and she is happy now.
 
Thank you,
[redacted]

You have sent this to the wrong store.  We are in Killeen, TX

Complaint: [redacted]
I am rejecting this response because: your [redacted] told me and my wife that delivery charges would be 100.00 and the protection would be 200.00 but when it came time to initial and sign for the purchase and they gave us our receipt and copy it showed 200.00 for the delivery and 399.00 for the protection. I started to walk out the store but I turned around and I confronted the [redacted] and the [redacted], the [redacted] replied that I had to do it like this so that you could get the deal. I was angry and left the store, I do not want anything from your store but a full cancellation , because your [redacted] was not being honest.  And I'm sure he deceived other customers as well.
Regards,
[redacted]

Thank you for the update from Ms. [redacted].Our Customer Relations Manager has made contact with Ms. [redacted] and has addressed all of her concerns. At this time, an agreement has been made to refund Ms. [redacted] of the Protection Plan in the amount of $279.99. Ms. [redacted] is aware that she no longer has "accidental" damage coverage.In regards to the legs for Ms. [redacted]'s dresser, we have agreed that in the event the legs do not ship within the next week, Ashley Furniture Industries, Inc. will issue Ms. [redacted] an even exchange of the dresser.We invite Ms. [redacted] to continue to work with our Customer Relations Manager until all her issues have been fully taken care of.  We apologize for any inconveniences this may have caused. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

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 account, there is a delivery scheduled for 8/22/16, of the rocker recliner. We would like to offer a gift card of $100.00 for the trouble he has gone through with this delivery.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We were able to reach our customer and agreed to a resolution.

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 full review of the...

account, the retail store has agreed to offer the customer a one- time reselection or in-store credit for the comfort issue with the current mattress.    The customer has been contacted by the retail store with the specifics.
 
Sincerely,
Ashley Furniture Industries,  Inc.
Corporate Office
**

Hello Revdex.com, Good Afternoon! Hope all is well, call guest spoke with mrs and apologized for her inconveniences. Guest picked up correct table purchased and her order is satisfied.Table guest purchased comes in one color however the color may vary slightly due to the legs  are wood, guest...

confirmed picked up the color table and is now satisfied with table. Resolution, guest given $50.00 store credit and expires in one year on 9-20-2017.

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise and replacement parts delay .We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability...

predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  Our customer purchased AS-IS merchandise which was delivered on 1/13/15 sold at a discount.  The parts necessary to complete the assembly were ordered, and per the current manufacture ETA, they will not ship until March 2nd.  Our customer plans on waiting for the parts to arrive.  We have agreed to provide furniture restoration services at no cost.  If our customer is still dissatisfied within 14 days after the services are completed we will make an exception to return and refund the purchase.Thank you for bringing this matter to our attention.                                   ...⇄ Sincerely, [redacted]

[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.  We chose a new mattress on Saturday and it is supposed to be delivered this Friday.  Will follow up if there are any other issues.
Regards,
[redacted]

Hello Revdex.com,  Good Evening!  Hope all is well, reached out to guest and have apologized for her inconveniences. Resolution , guest account will be funded for $750.00, there was a glitch in our system and the paperwork was not completed correct, assured guest will follow up and ensure...

that this is done correctly .  thanks as always to bring to our attention.

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 [redacted]’s complaint, we...

have reached out to management for the de**very service used.  Management spoke with Mr. ** on Feb. 8th and during that call Mr. ** was informed that his claim was denied due to documentation of preexisting damage to the floor, and the de**very team didn’t use any drills in or near the area where the damage was located.  At the time of the de**very Mr. ** was not home and his wife signed for the de**very.  While the de**very team was there they advised Mrs. ** to remove the cardboard that was all over the house as that could cause some scratches to the floor.  The team took extra precautions and wore shoe covers and used extra furniture blankets on the floor to avoid damages.  Mr. **’s wife did not take the advice of the de**very team to remove the cardboard as it remained on the floor.  During a conversation with the de**very service management, [redacted] stated that his wife did not see the team drop a drill or other tools while de**vering the product. There was the phone conversation between the de**very management and Mr. ** along with a certified letter requiring a signature that was sent to Mr. ** regarding the denial of the claim. We have included photos that were taken on the day of de**very and can provide a call log if needed. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint: [redacted]
I am rejecting this response because:The terms of the protection plan, as I understand, are that if the piece of furniture cannot be repaired then it would be replaced. After sending the proper documentation to Ashley I was told that the furniture could not be repaired and would be replaced. It is unacceptable to respond to my complaint by saying that this would be easy for a local technician to repair. Why was that suggestion not made to me when I filed the claim? I purchased the insurance to cover broken furniture. The purpose of my move was military related. And I repeat, this insurance should not be offered to military members, or it should include a clause stating that service members are not eligible for furniture repair upon PCS (moving).  The Ashley store was not helpful in assisting me with finding a replacement piece. I was told by the [redacted] of Ashley in [redacted] that he would call the Ashley furniture store in [redacted] and let the [redacted] know of my circumstance in hopes of getting me a good price on a replacement piece. He never followed through with his suggestion and I was unable to receive a good deal on a replacement piece. After arguing back and forth with the insurance company I decided to accept the settlement because I felt I had no choice and did not want to walk away without any money AND broken furniture.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
First, I was never provided a copy of the invoice for my purchase. I was unaware of the 30% re-stocking fee.  The sales person, Crystal, never said anything about it.
Second, Crystal told me all I had to do to cancel the order was call her before I was notified that the couch was put on the truck and she would cancel the order and refund my money. I did exactly that. I called Crystal and cancelled the order and she said she would refund my money. Only later did she call me back and tell me that the couch was already on the truck. 
Third, I had a lengthy discussion with Crystal at the time of purchase  (June 23) about the cancelation policy. Crystal was very clear that the couch would not arrive any sooner than the last week of July or the first week of August. And I was very clear that, because of the very lengthy delay, I may find another couch somewhere else. Crystal repeatedly said that would not be a problem. And again, Crystal never mentioned a 30% re-stocking fee.
If I had not abided by the terms of our agreement, then I would absolutely be responsible for paying a re-stocking fee. However, I abided by all of the terms and conditions that the salesperson Crystal said. To that end, I am not responsible for the 30% re-stocking fee or  ven half of the re-stocking fee, nor any portion of the re-stocking. 
I believe there were several errors made by Crystal, the salesperson. Her errors causrd this problem and cost her company. This should be an opportunity to provide Crystal with some additional sales training as to what to say when conducting a business sales transaction. The salesperson's errors should not cost me, the customer, any money.Sincerely,[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.  That is not what the sales person told us, nor [redacted].  First of all you need to clarify with the salesgirl that heard everything [redacted] is now lying about what he said.  First off we went to another Ashley furniture and were quoted a price.  We were not happy with the delivery date so we chose to go to the [redacted] location.  When we went into the [redacted] location we were greeting by a young female representative.  We knew exactly what we wanted.  #1 Kira Bedset  #2 Ashley Mattress #3 Reclining Love Seat #4 Reclining Sofa.   The salesgirl looked up everything in the computer and proceeded to order it.  Upon ordering the items she found that she could not get the mattress we had picked out, and that it was no longer available.  Our salesgirl went back to the floor manager and asked him if he could price match the other Ashley store and he said he could.  So after he said he could price match but couldn't get the mattress we started looking at other mattresses.  We were trying to stay around $600 with the original mattress price but [redacted] told us that he wouldn't personally buy ANY Ashley mattresses and showed us the Sterns and Fosters mattresses instead.  He said that he couldn't discount the mattress because of the brand and that $1240 was as low as he could go  (which was their store sale price) because we were getting the gift cards as well.   (The salesgirl confirmed that he had said that also).  We agreed on the mattress and the salesgirl sat us down at the register to check our items out.  Our salesgirl also told us that any wall furnishings  were on sale %50 off, so we added a rug that was %50 off.  AFTER we paid for our purchase in FULL by debit card, their female co-leader came over and congratulated us on our gift card and said we were getting a $500 card.  When the co-leader went to get his authorization to give it to us, he shouted very loudly "theyre not getting one in front of my son and wife"  We had been shopping for over 3 days not having any furniture at home and had we not needed a bed and sofa in our house we would have canceled the whole order.  We spent 4 hours in that store when really it should have only taken 30 mins since we already knew what we wanted to purchase.  We called [redacted] the next day and he was less than helpful.  He said that we got a good discount but no where did we get % of a discount on our receipt, all he did was price match the other Ashley store with 3 of our items (excluding the mattress). If necessary, I will send a copy of the receipt to show for proof.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We have dealt wit[redacted]n on the mattress issues which was still under our warranty. He was approved for re selection and his paperwork/approval was sent to th[redacted] store on 1/30/18. He needs to go to the [redacted] store to choose a new mattress. The sectional furniture was an...

acceptance now claim that also included a 5 year warranty through GBS. He would need to contact both in order to see what his options are. Acceptance Now owns the furniture and [redacted] had been in contact with him. He will need to follow up with them on that claim.

Complaint: [redacted]
I am rejecting this response because:
We had purchased 2 bedroom sets with same full size mattress on each bed. We kept one bed set and returned another because design on catalog was shown different. What would we do to mattress and box spring with out having the bed. My daughter can't use her old bed because we have twin size bed and mattress is full size. 
We didn't have other option except to use the furniture because after refusing the delivery, you didn't pick up all furniture items immediately and took 2 long months.
I have to raise another dispute for "delivery charges not returned back on my credit card" because dispute amount has changed now. It is not my fault that your re-delivered items were defective and any one could see clearly those manufacturing/existing defects. 
Regards,
[redacted]

Complaint:[redacted]
I am rejecting this response because: It is very ironic that we got the run around from Ashley Furniture for 4 weeks until we made a formal Revdex.com complaint! Then and only then did we finally receive our refund for a rug we never received. It bothers me that they blame the supplier when in actuality they cannot deliver on their word alone. They bait and switch you in their store to get your money then the long game of confusion begins. First you find out they do not actually have the furniture in stock. Second you discover it will take longer than 2 weeks to get your rug shipped to your home. I can tell you that we get deliveries to our home from other furniture stores without any issues all the time. Ashley furniture is a dishonest business that would not know fairness or truth if it stared them in the face. It is all about smoke, mirrors, and deception which is why I cannot accept their blaming the supplier and our bank! Ashley furniture is solely responsible and it would have been nice if they would have accepted responsibility. Unfortunately, in this day and age it takes a lot of character to stand up and admit your mistakes. It would also beneficial for future customers if they would abide by fair business practices and follow Texas law with regard to the bait and switch.
Regards,
[redacted]

I apologize that you have had some difficulties dealing with the Protection Plan company.   We will need to investigate more, but they certainly should cover pet stains as long as the claim was submitted under their terms.  As far as a refund goes the purchase was made through Home...

Furnishing Solutions a leasing company.  The policy is that all sales are final so I'm not sure who would have discussed a refund with you.  If you could provide a name we can investigate that as well.[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. Upon receiving [redacted]’s...

complaint, we have reached out to upper Management.  Management has reached out to Mr. [redacted] and are currently working with him on the situation.  Upper Management will stay in contact with Mr. [redacted] until the situation is resolved and Mr. [redacted] is happy. Regards, Ashley Furniture Industries, Inc. Corporate Office KC