Ashley Furniture Homestore

Hi Revdex.comGood afternoon! Hope all is well, spoke with guest and this complaint was against the extended warranty plan, as guest made purchased in 2011. Send e-m to the extended warranty plan in regard to guest requesting to reselect both living room pieces. Kindly removed this complaint from...

our records.Thanks as always to bring to our attention.thanks ?

Date: 7/21/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your situation. We do apologize for your dissatisfaction and take these matters very seriously.
 
After reviewing the customer’s complaint...

we see that we have tried working with the customer for a year now on some type of resolution. The customer first called in on 7/22/15 reporting the issues with the mirrors leaning. This was 2 months after the customer had received their furniture. At this time we offered a technician who verified the issues and recommended an exchange for the customer. We then processed and exchange and attempted to deliver 5 different times to the customer over the next several months. Each delivery was refused by the customer.
 
On 11/07/15 we offered the customer a 20% discount on the merchandise to keep the items as is due to us not being able to satisfy him with his exchanges. The customer declined the offer. Again over the next few months we spoke with the customer multiple times and attempted more exchanges to try and satisfy the customer.
 
Our latest conversation with the customer was on 7/20/16 when we offered a 50% discount to keep the furniture As Is. This credit would be in the amount of $304.34 plus tax. The customer did not like this offer either and refused. The customer demanded at least a $500 discount to keep the items. Unfortunately the customer only paid just over $600 for the items we would not be able to offer $500 to keep these pieces.
 
We are still willing to offer the 50% discount to keep the items or also attempt another exchange, whichever the customer would prefer. Please have the customer contact us back to let us know.
 
Regards,
 
Ashley Furniture Industries, Inc.
 
SL

We have spoken with our customer to discus resolution.

[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 Furniture picked up the dining table and issues us a refund. Thank you for your help in this matter.
Regards,
[redacted]

We are contacting our customer to confirm resolution.

[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:The Furniture was purchased by myself and my wife [redacted].
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. How ever when will the fully refund be issued ? I have no trust of Ashley Furniture   
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. We currently have upper...

management working on the refund for [redacted].  [redacted] has agreed to accept responsibility for the items that she has in her home, management is figuring out what her new balance will be and give her credit back if needed.We apologize that this situation could not have been resolved before it became a Revdex.com Claim.    Financing issues can become complicated when we are dealing with Exchanges, reselections and/or refunds. Our finance department will look into the issue and correct if needed.   Regards, Ashley Furniture Industries, Inc. Corporate Office SC

Complaint: [redacted]
I am rejecting this response because: After having to sleep in our guest room on the floor for almost three weeks we need something for the inconvenience. There was no discount given, night stand, lamp or anything. I had to take off from work numerous times for false delivery time and dates. Ok you've finally given us the furniture we paid for but what sort of compensation do we get for this horrible experience?
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2016/12/30) */
When it comes to the firmness of a mattress, it is an individual preference. That is why labels are used for guidance not a definition. What is firm to one person could feel soft to another, and for that reason we display many floor models for a...

customer to lay down on and make an informed decision.
Once the customer has their Tempurpedic mattress they allow a 90 day comfort exchange. This customer is now coming to us after over 216 days of use to advise this mattress does not work for him.
Our problem is the number of days past the 90 day comfort exchange.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I told the sales manager, [redacted] I have not slept in the bed for even half of the 90 days since we purchased the set. I work 3rd shift six and seven days a week and sleep on a firm bed in the basement most days. It was only when I had the opportunity to sleep on the Tempurpedic bed for two weeks in December while on vacation that I realized how uncomfortable it was. I contacted the manufacturer to express my concern with the mattress and they informed me it was NOT a "firm" mattress but rather a "medium soft" mattress. I told them that a local retailer had it labeled as "firm" and they told me it was definitely not "firm" and that I would have to purchase a mattress in the Tempur-Contour series if I wanted a firm mattress. When I purchased what I thought was a firm mattress from Ashley Furniture I had no intention of taking it back because firm mattresses are what I've slept on for decades. Ashley's unwillingness to do anything to help me is what I have a problem with. It seems that since they have my money [redacted] they are no longer interested in helping me resolve this concern. As a matter of fact, [redacted] told me he had spoken to the owner of Ashley concerning this matter and that the owner told him there was nothing they would do on my behalf. When I asked to speak with the owner [redacted] said I could not. When I asked [redacted] to have the owner call me [redacted] said he would not call me. When I asked for the owner's name [redacted] would not tell me. This is why I contacted the Revdex.com.
Final Business Response /* (4000, 13, 2017/01/26) */
The customer has come into our store on Lima Rd and is working with our Bedding Specialist to resolve his issues. He is going to try some suggestions our Bedding Specialist gave regarding proper use of the motion base purchased. He will contact Specialist in a couple weeks after he has given it a try.
Final Consumer Response /* (2000, 15, 2017/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am extremely pleased with the way in which my concern was resolved. I was treated fairly and with respect throughout this process. [redacted] was very cordial and professional. I am especially thankful to [redacted] who demonstrated genuine concern and understanding from the first time we spoke with each other. He assured me from the start that this would be resolved to my satisfaction and it was. Ashley Furniture and the Klopfenstein family have gained a customer for life.

We have an All Sales are Final policy.  I see where the [redacted] allowed a change to the sale, but no reference to cancellation.  There would have been numerous signatures to open the finance account, finalize the sale and another to put a down payment to even start the process.  These...

signatures would have committed us to processing the transaction with the wholesaler and supporting the fees and terms of the finance company you agreed to make payments through.Through you own statement we have worked and reworked to make the transaction work in your favor.  It seems that your husband committed to a separate transaction before understanding how far or what you agreed and arranged for us to do on your behalf.We ask that you complete and take delivery on the transaction you asked us to maintain on your behalf and review to see if the second transaction your husband made can be cancelled under that location's policies.[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]
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.
We did receive some of our order on 7/16/15. However, we are still waiting for  3 pieces of our sectional, a sofa and a chair and a half.  Nobody has contacted us to give us any information as to their whereabouts or when they will be delivered. 
Regards,
[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. Sincerely, [redacted]

Roman","serif">Thank
you for contacting Ashley Furniture Industries, IncWe appreciate that you
have notified us regarding Ms[redacted] - [redacted]'s'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.Upon receiving this complaint we have been in contact with the store's upper managementThe store has reached out to the customer the offered to do an even exchange or a reselection with free deliveryThe customer has refused that option and is now getting a refund of her purchaseThe store has apologized for any inconvenienceSincerely,**Ashley Furniture Corporate Office

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise and communication experience.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 replace the desk with a new one. As a gesture of goodwill we have also agreed to provide delivery services to our customer's new local address at no additional cost.  We will continue to work with our customer to ensure his satisfaction, which is important to us. Thank you for bringing this matter to our attention.                                   ...⇄

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 a full review of Ms....

[redacted] concerns, we contacted our customer service group (HHC) that works with adjustable bases. HHC informed us that the adjustable head and foot bases had been approved for replacement on 7/21/17. The exchange was completed on 9/10/17 but upon a follow up call with Ms. [redacted] reported that the new adjustable bases are making noise. In an effort to get this matter resolved quickly and completely for Ms. [redacted] we have requested that she contact HHC so that they can get a technician to her as soon as possible. We have also contacted HHC requesting that the matter be expedited.  We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Ms. [redacted] concerns. If Ms. [redacted] has any further concerns she can contact our adjustable base customer care (HHC) at [redacted].   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this does not resolve my complaint. 
Since contacting Ashely Homestore with the change in the order, we feel we've been retaliated against.  Our orders have now been split into 3 separate deliveries and changed each time I called regarding this. I've been hung up on by 2 separate managers, [redacted] and [redacted] who have mocked me on more than one occasion. I was told by someone who be in contact with me and I've waited more than a day to find out they stated they spoke with my husband which is impossible as the only phone number they have is my cell phone which is always on me. With then making me wait to speak to them they have in fact added more cancellation charges which was never brought up in any phone conversation prior.  I feel they are just trying to get whatever money they can since we've changed our order, not canceled but changed. I understand our contract states this, but our sales man stated something else. I feel like at this point this store says whatever it can to get a sale and the customer is the one paying the price. 
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the refund error that has occurred.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly.  These processes are very important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  We have found the error and corrected it.  We have refunded Synchrony again today.  the numbers on the account were transposed, thus did not go into the customers account.  We have confirmed the credit has been sent and will be available to confirm in 7-10 business days, if the customer uses online banking and 1-2 billing cycles if she is using her paper statements.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have tried multiple times to retuen their calls for the past two days. Seems they are having issues or just dont care. Put on hold for thirty minutes waiting for someone to...

talk to yesterday morning and then yesterday afternoon was on hold for thirty minutes and then this morning was put on hold for forty five minutes to speak to someone. My time is valuablenandnits apparent Ashley Furniture does not care about their customers. 
I went to the [redacted] Ashley Homestore on Sunday and felt pressured to purchase the dresser I wanted as was originally told I had to use the Montage credit by the end of September 2014. [redacted] was very rude on Sunday saying that they would not give me free delivery for my purchase as Ashley was already doing me a favor by giving me my credit and allowing me to use the labor day sale of 20% off. My husband and I told him that how they can think they are allowing me a credit that is due to me and that the sale of 20% off as a favor is a joke as if they would of credited me back when it was promised to me then I would not of had to return and make the very many calls. [redacted] tells us to take it or leave it. I asked to speak to [redacted] the manager and he walks to the desk she is sitting at and they whisper about us and keep glancing at us and then [redacted] says she is told him that she would not help us. We went ahead and bought the dresser as the end of September is almost here thus my credit would expire. 
Again Ashley Furniture is a disappointment and I will never shop at one again. I believe everyone should know exactly how Ashley Furniture conductw business. 
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 review of the customers claim,...

the customer was advised that one of the pieces would not be delivered with the first delivery due to it was on back order. The manager from the retail store has spoken to the warehouse, and made sure the customer’s love seat is available for delivery. The customer is scheduled for delivery on 5/25/16. Customer’s daughter has spoken to the store, and agreed to wait for the furniture, and agreed to get a $300.00 discount off the item. The customer has also received several other discounts towards her purchase. At this time, we feel we have made a good faith effort to resolve the customer’s situation.  We invite the customer to visit the retail location for any questions regarding the refund. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Mr. [redacted] credit card was fully refunded on 9/14/2015. Thank you for you patience.