Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delays of our customers items.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.  We show our customer is scheduled for delivery tomorrow with no further delay.  We would be happy to discuss a discount and continue to reach out to our customer.Thank you for bringing this to our attention.Sincerely,[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 review
of the...

customer’s situation, we do apologize but we will not be able to fulfill
the customer’s desired resolution that he is requesting. The customer purchased
these items back in 2007, and per his warranty booklet that he received at time
of sale, it clearly states the manufacturer’s warranty is only for 1 year. As a
courtesy we sent out a trained technician on 3/12/11 to inspect the furniture.
The technician reported that everything was up to manufacturing specifications.
We would like to assist the customer with his situation by offering a discount
on a new purchase of his choosing. He may take advantage of this offer by
visiting the local retail location to where he made his original purchase. Regards, Ashley
Furniture Industries, Inc.Corporate
Office**

Good Morning,Thank you for forwarding [redacted] concerns over to us.We sincerely apologize for all issues pertaining to this delivery. We show that we have scheduled our Master Craftsman to restore the cosmetic imperfections on 10/7/2016 as requested.However, we have record that [redacted] called...

on 8/30 stating that he wanted to cancel the order. We have entered the authorization to cancel, and [redacted] has been made aware that a 10% restocking fee and $79 pick up fee will be assessed before the refund will be issued.We will provide a follow up once the refund process has been completed.Thank you,Ashley HomeStore

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.

 
Due to technical issues on the Revdex.com's website, I was advised to send this response via email.
My Name is [redacted],  my complaint is Number is 111-811-25 and I am sending this email because I do NOT AGREE with the response received from Ashley Furniture.  The company was untruthful about the condition of the table that was delivered.  There were scratch all around the edges of the table.  After an attempt was made to remove most of the scratches, the same table was delivered.  However, we were told that a new table was being order and delivered, not a refurbished, or repaired table. Upon arrival, there were still some visible scratches on the edges of the table, not defects.  That's why Ashley replaced it.  As far as the armed chair, we purchased (2) armed chairs and one of the armed chairs (left side) were loose.  We are still waiting for a new chair or a part for the chair.  As of this date, Ashley Furniture has not contacted us about the chair. After spending over $3,000.00, any intelligent person would expect to receive quality furniture and we were sent damaged furniture.  Also, as of this date, Ashley as not apologized for the inconvenience this has caused us.  Even the owner of the store (Lester Bauguss) was rude and unconcerned about his unsatisfied customers.  That's the truth. Whomever responded to our complaint was not telling the truth.  Please review the video.  Thank you. Unfortunately, my video was to long to send via emil, but I will try to send the video after your website is up.

We apologize for the delays.  Customer Service will be following up with you on a replacement. Thank you.

I am not sure I am following.   Driver or helper for the delivery service was hurt on your property and currently there is no damage to the property or need for a cleaning service.  You would like a refund of the delivery charge when the delivery was completed regardless?I follow if the...

delivery was not completed, I follow if you need the delivery service to pay for a cleaning service.  I am not following a refund for services rendered. Please explain further why the delivery service and delivery team should lose compensation for work completed.  We would like the opportunity to fix the issue.

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 receiving [redacted] complaint,...

we have reached out to Management in our Phoenix customer service department.  Management has approved for the replacement part to be ordered and also approved for a service technician to go out and install the part at no charge to [redacted].  The replacement part has shipped out and per UPS tracking number, the part delivered on Friday August 11th.  On 8/4/17 a customer service representative contacted Mr. [redacted] to advise of the part order and service technician and Mr. [redacted] stated he would install the part himself.  We are still willing to send out a service technician to install the part if [redacted] is unable to install it himself. We invite Mr. [redacted] to contact our customer service department at 602-442-7800 if he needs to schedule that technician service. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

We apologize for the issue [redacted] had with her table and for the lack of communication.  The table was purchased as-is, however the sales person also sold the protection plan with it, so we will honor it.  We will give store credit in the amount of the table ($169.95) and the FPP...

($35.95) and she can reselect.  [redacted] can come in at anytime and we will get it taken care of.Let us know if there are any further questions.Thanks!

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.]
The problem is that I don't want a store credit, I would want my money back cause I'm sure I will receive the item defective and I don't trust the quality anymore
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.]Guardsmen, who offer our protection has reinstated the claim for the replacement of the furniture.  This is crazy that I'm not getting compensated for gas or our rental after specifically  being told when buying furniture and insurance that I could replace the items in Columbus Ohio. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 
I was granted the 48 months financing at the invoice [redacted] of 1689.00 so what they are saying is false , it is printed right on my copy.When I called store about the on line pricing for there store which was 330.00 less and they said if I paid with my own credit card , I could get that price. I SAID I WANTED FINANCING  THEY OFFERED ON MY SALE THEY SAID OK 6 MONTHS.I called again and they said if I went online the sale would go through there store in manchester.So if I buy online it is 330.00 cheaper this is deceitfull ,

Hi,Attached is a copy of the receipt the delivery drivers had me sign when they delivered my sofa. Ashley customer service also has access to this receipt in their system because they confirmed the drivers uploaded the signed receipt as per their SOP. thanks,[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.  My sincere thanks to the Revdex.com for facilitating this response from Ashley.  Extremely sad that the local business in my community had to have a complaint filed against them to get what they legitimately owed me. I'm only hoping that the amount DOES get refunded to me--this is NOT the first time they've told me it would be done. VERY VERY SAD!!
Regards,
[redacted]

Dear Revdex.com,We have been in contact with our customer.  We are attempting again to complete the exchange with another brand new set of furniture today, 2/20/15.  We hope that this will meet our customer’s expectations.  Thank you for bringing this matter to our attention.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.
[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!!!!

Ashley furniture needs to take responsibility for not informing me of "no refund or no return policy" other than sneaking in fine print in the back side of the contract. I was totally mislead on the dimensions. My son has a recliner sofa sitting right against the wall. I understand reclining needs addition space and it should mostly in the front for big sofas not in the back that makes the room setting so congested and not proper. Recliner chairs requiring room in the back is OK because they are small and usually placed in the corner. This is a big sofa made with a very poor design which is unappropriated for family room setting.
I didn't except this kind of dealing from a big company like Ashley furniture and spend 5500 dollars with confidence. And not knowing that they will not care about customer satisfaction. I have bought furniture from them before and had no problems but with these sofas they need to consider my complaint with some compassion other than flat out refusing to entertain my problem . The very least they can do is at least reimburse my money that I paid for the reclining machines that I will never use, if I am forced to keep this furniture.

Complaint: [redacted]
I am rejecting this response because:I am being told the same thing I was told 2 1/2 months (10 weeks) ago on September 21, 2015. They would order replacement parts for something that is quote, brand new. They knew this product was defective and did nothing to address the problem. It is not a comfort issue. It's a quality issue. Why did it take me filing a complaint with the Revdex.com for them to finally call me back.
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]

Dear Revdex.com,Please convey our apologies for the inconvenience the merchandise availability caused.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’s sale was fully canceled as of 1/13/15.  We have emailed to our customer receipt of the refund processed on 1/14/15 to the financing company. If our customer has receive a bill in error from their financing, we recommend that she contact the financer who can resolve the issue.  The financing company is an independently owned and operated business, we do not have agency to negotiate on our customers behalf with them because of privacy policies they maintain.Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] [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 receiving Ms. [redacted]...

complaint, we have reached out to her Protection Plan Company.  We have found that she did file a claim with her Protection Plan company, reporting the sofa seat not in place, wood sticking out, and the back goes really far back. She also reported when you recline the sofa it comes out slower than it used to and treads on the rug are coming loose.  Ms. [redacted] reported that the items have been like this since she had gotten them. The Protection Plan states claims must be filed within 30 days of noticing the damage/issues.  The items were received on 7/31/2015 but she did not call to file the claim until 6/22/2017, well beyond the 30 day allotted time frame. Her claim was denied by the Protection Plan due to reporting time frame being it was not reported within 30 days of noticing the damage/issues. The items in question are outside of the one year manufacturing warranty that Ashley Furniture Industries, Inc. HomeStore provides for their items. We have not been called or notified in any way that she was having issues with any of her items, had she contacted our customer service department we definitely would have tried to assist her. Our sincere apologies for any inconveniences Ms. [redacted] has had with her items and although she is outside of the manufacturing warranty, we would like to invite her to contact our customer service department at 800-240-3440 to discuss the issues with her items. Regards, Ashley Furniture Industries, Inc. Corporate Office KC