Ashley Furniture Homestore

Initial Business Response /* (1000, 5, 2015/10/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
On August 23, 2015 Mrs. [redacted] made a purchase at our Jackson, MO location of a reclining sofa, loveseat, and...

recliner. Mrs. [redacted] returned to our store on 08/28/2015 and wanted to cancel her furniture purchase and re-select other pieces. It is our store policy if the customer cancels their order there will be a 20% restocking fee assessed and they will have an 80% in-store credit. As a customer courtesy, we waived the restocking fee and Mrs. [redacted] re-selected. The customer's new order was delivered to her on 09/04/2015. At that time, Mrs. [redacted] quickly refused the recliner stating that she didn't feel the footrest was coming out quickly enough. Mrs. [redacted] asked that a "repair" be done to correct the issue.When the recliner was returned to our store it was inspected by our repair team and was found to be in good and working mechanical order. The swivel rocker recliner Mrs. [redacted] purchased is designed to have a slower footrest release for the balance of the chair. As a customer courtesy, we ordered a reclining mechanism and replaced it in the recliner. Upon completion of the mechanism exchange we contacted Mrs. [redacted] and asked that she come in and inspect the chair. Mrs. [redacted] approved after finding no flaws with the operation of the recliner. We scheduled a delivery of the recliner for 10/07/2015. One week later, Mrs. [redacted] called our store saying that the recliner was not staying reclined like she thought is should when no one was sitting in it. The design of this swivel rocker recliner does not allow for this, which was explained to Mrs. [redacted] before her purchase.

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the damaged merchandise.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly...

available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We will gladly replace our customers table at no additional cost and have agreed to provide an additional discount on the table. All refunds may take up to 14 days to be completed. Our customers satisfaction is important and if our customer is unsatisfied with the exchange arrangements we will continue to work with her. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

We are researching this and will be contacting our customer shortly to discus resolution.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Alexia D[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.   Our retail location has...

been working with Ms. D[redacted] to resolve the issue.  We will be exchanging the items for her and our warehouse will be thoroughly inspecting the units prior to delivery.  We invite Ms. D[redacted] to continue to work with the retail location until the issue is completely resolved.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

[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] J [redacted]

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 at this time. Hopefully, this would be resolved on the said date.
Regards,
[redacted]

We apologize for the delay.As we understand it you are working with Customer Service to keep the order and wait to see if manufacturing can complete the order timely.  It's never our intention to misinform a guest when manufacturing would be complete and they will get their completed order....

 Most of the time if the guest knows up front there will be a delay the usually are still interested in the pieces and can prepare accordingly.We have been told that a heavier finish is being placed on the newest shipment and caused the delay.  Thank you.

We have reordered the chairs for the consumer.  We will deliver them out just as soon as they come in.

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 looking further into...

[redacted]’s concerns, we would like to take the time to further review our terms and conditions. In our terms and conditions that are sign by every customer at the time they make their purchase, it states, “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.”   We have attached a copy of our terms and conditions and highlight a few key areas to help prevent any confusion in the future.   We apologize for any inconveniences; however, we are not able to assist any further with this matter.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Initial Business Response /* (1000, 9, 2015/09/24) */

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

complaint, we have reached out to upper management at the retail location she purchased from.  As of today 12/5/16 we do not have any open sale in our system for Ms. W[redacted].  Per her sales history the sale in question has been voided with refund processed. Refund will be applied back to the credit card that was used at the time of the purchase.  We invite Ms. W[redacted] to contact the retail store she purchased from for further information. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for
contacting
Ashley Furniture Industries, IncWe appreciate that you have notified us
regarding the customer's situationWe take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner
We have been in direct
contact with the store and HomeStore Customer Care with regards to this issue
Please see the following timeline:
5/25/- 1st delivery
attempt – The living room product was received in perfect conditiondining
chairs wobbleThe customer refused the entire dining set
6/1/- 2nd delivery
attempt - dining chairs wobbleThe customer refused the entire dining set
6/3/- The store refunded $off the dining room
in an attempt for customer satisfaction and to attempt a 3rd delivery
6/9/- 3rd delivery
attempt - dining chairs wobbleThe customer refused the entire dining
setHe then came into the store to cancel off the dining piecesThe store
voided the dining set and refunded the delivery fee for his inconvenience
All dining chairs are
balance prior to delivery to ensure they are levelWe feel the issue in
question is not with the chairs, but the customer's floor being unlevelWe
offered to schedule a technician to verify the concerns and attempt to correct
if possibleThe customer refused a technician on both occasionsThe store
offered to refund the full dining set (Even though he already has the $rug)
plus the delivery feeThe previous $did not apply to the living room
pieces as those items were delivered in perfect condition and accepted into the
customer's home. Therefore the store would be refunding the remaining
balance of $for the dining setNothing more will be offered as we feel
we have made a good faith effort to try to assist the customerAt this time we
ask that the customer contact the store to complete refund of the remaining
balance of the dining room pieces as the store was unable to complete this
refund earlier as the customer refused to allow it
Regards,
BA
Ashley Furniture
Corporate Office

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 Ms. [redacted]’s...

concerns, it was discovered that Ms. [redacted]’s sale was financed at 24 months which is why the discounts were not applied.  Our retail location has contacted Ms. [redacted] to discuss this and advise that we can offer the discounts but the financing terms would need to be changed to 12 months.  Ms. [redacted] has advised our retail location that she will get back to them on what she would like to do.  We invite Ms. [redacted] to continue to work directly with the retail location. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 looking further into...

Mr. [redacted]’ concerns, we would like to go over our terms and conditions, which are signed at the time of purchase by all Ashley customers. In our terms and conditions, it states, “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.” Along with the previous statement it is against our policies to allow exchanges or reselects of furniture once it has been accepted and signed for at the time of delivery.   We have attached a copy of our terms and conditions for Mr. [redacted]’ reference.   We apologize for any inconveniences; however, we are not able to assist any further with this matter.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Complaint: [redacted]
I am rejecting this response because: $200 is nothing for the horrible customer service and all the time we had to take off from work. And then it's a $200 credit to them. That's a joke!
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. Upon receiving the rejection notice, we have reached out to upper management at the retail location.  Per regional manager, the store will waive the delivery charge.  At this time we invite Mr. [redacted] to contact her retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

Revdex.com:I would like to have the replacement set...

instead of having it fixed. These couches are horrible and I would like to exchange them. I did not get a phone call or don't have the phone number so please call me again. Thank you I received a phone call from a woman from ashley on Friday that was going to send a repair man out here but I would much rather have a replacement set as these are not what I thought in regards to quality furniture. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello! I have contacted the store and they have processed an exchange for the sectional.  Tentative delivery date is 8/6/2017.  Once again we apologize for the long delay  in getting the Checkuri's Complaint resolved; we hope that once the exchanged pieces are deliveried this will satisfy their Revdex.com.Regards,Ashley Furniture Industries, Inc.Corporate Officesc

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.
The delivery was finally made after a long delay. Ashley Furniture failed to notify me of any delays that utlimately led to delivery after the promised time slot. While I would have preferred to return everything and receive a full refund, I suppose I will have to settle for the delivery fee refund for the 2 months of trouble, including multiple days of lost work waiting for a delivery that was not coming or one that was significantly late. 
I hope that I will be satisfied with my purchase. While I may be able to exchange an item for a different color within a 14 day period, I am reluctant to do so because I would have to deal with Ashley Furniture again and do more waiting.
I also sincerely hope that Ashley Furniture make changes in their processes so that future customers do not have to endure such a terrible customer exeprience.
Regards,
[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.  Ashley finally picked up the furniture and refunded our money. Thanks you for your help. We will not being doing business with them in the future.