Ashley Furniture Homestore

Thank you for the update regarding [redacted]’s situation.  We have reached out to Ms. [redacted] regarding her situation.  We have offered Ms. [redacted] a refund of her delivery fee plus a discount on her bed set.  Ms. [redacted] had advised she needed to speak with her boyfriend regarding this offer and that she would contact the store back with her answer.  This offer was made to Ms. [redacted] on 3/11/16, as of 3/12/16 she had not contacted the store back.  The offer still stands, refund of delivery fee plus 20% discount on bed set or a technician appointment.  We currently have a technician scheduled for 3/19/16 to determine what size bed rails are needed for the bed frame. We can then do an exchange of the bed rails if needed so her mattress will fit correctly. We invite Ms. [redacted] to contact Ashley Furniture Industries, Inc. customer care line at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate office KC

We are attempting to reach our customer. We have left messages on 8/18/14 and again today 8/19/14 so that we may begin working toward resolution.

Thank You for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Miss [redacted]’s rejection. 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 complaint, we have reached out to store management at the retail location.  Per store manager he has been in contact with [redacted] and she has agreed to allow the corrections to be made to the loveseat.  They are also refunding the customer $400.00. She was happy with the offer. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

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,Ok I am tried of going around in circles that make not sense to me. This is according to my phone records that does not lie, but human input I have no control over.On December 18th 20161. I received an apt delivery call at 9:02am and driver from phone # ###-###-####2.  On the same day I received another call from their delivery driver at 9:35am, 9:44am and 9:45am, from phone # ###-###-####.                                    3. And I call them about delivery damage for first mattress on 12/18/16 at 10:04 am to driver # ###-###-####.Phone history cannot be altered or lied upon.0n December 19th 2016 at 3:47 pm I text ruth the sales representative telling her about the problems, On December 21st between 5-6:30pm is when I visited the store and then spoke to [redacted] about my problem but ruth the representative knew about these problems include the front desk. This is well within 72 hrs, again I can't make notes myself in ashley computer system and it is not my fault it was not taken care of properly  when I first mentioned it on  12/18 & 12/19/2016. And as time when on, store manager Jeff knew about it and did nothing but shun me when he saw me.Now regardless of times and dates, I still never got my mattresses boxes which clearly on my delivery receipt shows only 2 mattresses and not boxes which they still have not acknowledge that I didn't get ...... what is up with that I got half of my delivery...... Also what ever is said my mattresses are still damages and need to be taken care of. When is that going to be. Again they keep delaying things...... what kind of customer service is this.If it makes them happy to exchange the mattresses, ok no problem but it is my money and it should be my choice to choose what I buy. I don't feel comfortable with the same Ashley brand mattresses because clearly it shows by transit the poor quality their are. So if Ashley Furniture is willing to really solve this problem and bring it to an end, I would exchange them both for different brand mattresses with better quality, and I will be happy.... plus I need my box springs.... and they can keep the sale that seem so important to them beyond customer service.
[redacted]03/01/2017

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Janet [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 management team has been in contact with Ms. [redacted] to re-explain the terms and conditions of the sale, to which she agreed upon while finalizing her sale.  We have attached a copy to this complaint.  We apologize but we will not be able to allow the return of the bed.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Complaint: [redacted]
I am rejecting this response because:
A apology will not fix the problem, I am paying $2600  for...

something that I do not have in my possession. In store credit will not fix the problem.I will agree on the restocking fee but this is dishonest practices.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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 another response from Ashley Home Store Corporate! Ricardo has never "reached out" to me as stated. And, there is no +/- in mattresses - the mattress was placed that way so it would operate and not lift the bed frame up in the air. These are all lies!Sorry, as you can tell I am so frustrated with their lies!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 10814556
I am rejecting this response because:  I do understand human error and mistakes, however, I think that the sales person set out to make the sale no matter what.   I did research as a consumer and yes, I did provide a price from a competitor (which is not an uncommon technique amongst consumers), and miraculously the salesperson was able to reduce the price at the time of purchase by approx. $1300.  I was then notified upon delivery that the base was incorrect and amazingly, we would need to pay $1278 additional to get the correct base.   This is a technique referred to as bait and switch in order to make the sale.
 
Regards,
Rachel Shepard

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the failures in communication and merchandise delay.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 have spoken with our customer and agreed to provide an additional discount. All refunds may take up to 14 business days to be completed.  Delivery of the furniture is currently scheduled to take place on 1/14/15 after 5PM.  Thank you for bringing this matter to our attention.Sincerely,[redacted]

Hello Revdex.com,  To Whom It May Concern: In regards to the claim filed against our company, Ashley Furniture HomeStore, on 09/04/2016 by [redacted], this is to inform and update the complaint that our District Sales Manager, Paul P[redacted], has reached out to [redacted] on 9/7/2016 and is...

working with [redacted] on the concerns he had with our locations described in the complaint.  The experience that the guest has expressed in his complaint is not at all what we want our customers to go through. Our company strives to serve all our customers with the best 5 star customer service and the best quality products.  At this time [redacted] is going to meet our District Sales Manager in our Eatontown location this Saturday, 9/10, to assist him with his purchase.  We value [redacted] business and are confident that they will be assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call.  Kindest Regards,  Bibi P[redacted]Guest Services Manager[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. 
Providing satisfactory installation of parts are completed as outlined in Ashley's response.
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.   Our records indicate...

that Ms. [redacted] received the missing pillows via UPS on 10/12/16.  Should Ms. [redacted] have any further issues, we invite her to contact our Customer Care department by calling ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

I brought furniture from this location in November. which was schedule delivered in December once I return to North Carolina, The Head Board of the bed had been damaged and one can see they tried to repair it, I requested a new headboard. I am disappointed in there customer service. I paid for brand new furniture, not furniture that had been repaired. As of today, the bed has not been resolved and we have no bed to sleep on when return to NC. a week.

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.Our management...

at the retail location has made contact with Ms. [redacted] and discussed the situation.  The retail location has agreed to exchange Ms. [redacted]'s sofa.  They will contact Ms. [redacted] once the exchange is ready to schedule for delivery.  Should she have any further questions or concerns, it would be best if she contacts the retail location she is working with.Regards,Ashley Furniture Industries, Inc.Corporate Office**

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding James [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 reviewing James...

[redacted]’s situation, we reached out to our retail location for further assistance. We are still looking into the best course of action to resolve Mr. [redacted]’s concerns, but would like to invite him to reach out to his retail store location at ###-###-#### or our Customer Care Department at ###-###-#### at any time with additional questions or concerns. We will be reaching out again when we have found a suitable solution to this matter. Regards,Ashley Furniture Industries, Inc.Corporate Office**

Thank you for the update on Ms. [redacted]’s complaint.  We do apologize for the inconveniences this situation has caused Ms. [redacted], however [redacted] is the manufacturer of the adjustable bases and Ashley Furniture Industries, Inc. is the retailer.  We are not able to order parts or alter [redacted]’s items.  Ms. [redacted] would need to contact [redacted] regarding getting shorter legs for the adjustable bases.  Our terms and conditions does state “No returns or refunds on Closeouts, Accessories, As-Is sales, Mattresses, or Foundations”. We are unable to refund any money for these items.  We do invite Ms. [redacted] to contact [redacted] at ###-###-#### option# 3, this line would be specifically for adjustable bases. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Revdex.com:
For starters it would be nice to know that they are expediting my request and I would like to know when I will receive my refund which has now gained interest that they are not paying.  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'm very upset that it took this business close to 2 months to come to the resolution of providing me with a refund.  I feel as if they stole from me by taking my cash and not relinquishing it back to me promptly as I provided to them.  I feel they should pay a penalty and interest for the time they are making me wait to get my money back.  Wrong is wrong and by saying that you are now going to mail me my money is not correcting the turmoil they have caused me.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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. 
Regards,
[redacted]

Hi Revdex.com Good morning! Hope all is well,  I have had many conversations with our guest regarding her claims on both sofa purchased in 2012, guest claims that none of the conversation had was not remembered is incorrect, when claims are made there are a few steps that need to be followed up...

with and at times it may not be accepted by our guest, but we need to ensure that before a resolution is met we need to follow those, guest is correct that she was promised a call back by me within a time frame which did not happen and I did call guest and apologized for the inconveniences, which happen once during this claim.There are no resolution at this time until an inspection is done by our craftsman, as soon as that is completed we will review and resolve our guest inquiry. Thanks as always to bring to our attention.

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