Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Robert [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 made...

several unsuccessful attempts to reach Mr. [redacted] to further discuss his complaint.  We are unable to go any further without speaking to him.  We invite Mr. [redacted] to return the left messages or contact the retail location so a resolution can be made. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

We have contacted our customer to work toward a resolution.

Revdex.com:I do not agreee, ASHLEYS FURNITURE management advised me that I would receive reimbursement aside from the returned items that should've been credited automatically. I am still being charged for the bed that was picked up and delivered wrongfully. That amount needs to be credited. I have not seen credit in both credit accounts, only in one. Credit should be applied to both accounts. I disagree on their decision to not reimburse for damage done to my mattress and box spring. The damage was caused due to inappropriate set up of the bed by Ashleys furniture therefore they are responsible for the damage. 
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]

[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]

I am responding to the dispute from [redacted] in regards to dispute #[redacted], we have completed the exchange of her door. It was completed on 11/04/16. I understand we did take a long time to replace the customer's door but we had to wait for the manufacturer to send a door. They do not have...

doors already made so we have to wait until they manufacture doors for the model. I have tried to let the customer know that I understood it was a long time. Hopefully now that she has her new door Mrs. [redacted] is all set. Sincerely, Karen F. Store Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
4/15/15I received a call from the warehouse stating that my order was in, however, again, I am having to wait until Firday (no estimated time of delivery). I would think that Ashley being made aware of the bad customer service, would take more initiative to rectify a disgruntled customer by providing a faster delivery schedule to salvage any relationship remaining. This proves to be my point about their customer service.
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...

Mr. [redacted]’s claim, we have reached out to the retail store location. Per upper management, they are going to be processing a refund for the delivery fee. We invite Mr. [redacted] to contact the retail location for the status of the refund.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

The accidental protection plan works on claims like tears and stains.  Peeling and fading is viewed as something that happens over a longer period of time.  That's why they declined the repair or replacement for the damage.  The manufacturer provides a one year warranty against the...

peeling and they give you the year expecting if you have any issues the can repair or replace within that time frame.  After a year most of the issues that happen to furniture tend to be environmental or amount of use.  Sun damage, water damage, air conditioning, and other factors could assist in peeling.  Just to make sure I reviewed the history on the collection you purchased and we ordered through the manufacturer over 70 pieces from 2011 to 2013 and never took a return on any of the pieces.  If you would like we could contact the manufacturer to see if parts (new covers) could be ordered, we may be able to get these as a courtesy.  We don't have any technicians on staff and outsource this type of work so you would need to find someone to apply the covers for you.  The manufacturer would have covered this expense if the issue fell within the first year of use.Thank you

The policies are clearly displayed on the customers invoice. All policies are gone over with the customer at time of sale, the customer is informed the time frame that it will take the furniture to arrive to our location and the customer is made aware that if any changes are to be made to the...

order, they must be done so within 24 hours of purchase, if it goes beyond the 24 hours and a cancellation is made, then there will be a 40% re stock fee, this is told to the customer at time of purchase.The customer will see the cancellation policy on the back of their invoice and right under the cancellation policy, the last sentence and in capital and bold lettering, it states " ALL DELIVERED OR PICKED UP SALES ARE FINAL." 
Again, not only are our policies verbally gone over with the customer, but they are also on the back of their invoice, and we have the customer sign the back of our invoice, stating that they have read and understand the terms of the sale.

Dear Revdex.com,
 
Please convey our apologies for the inconvenience of no hardware for the bed to be set up.
 
 
Damaged
 
 
 
We have try  to speak to the customer and are able to send out a tech out on 1/14  due to unable to get...

replacement parts sooner.
 
 
 
Thank you for bringing this matter to our attention.
 
Sincerely,

After a year of ownership you shouldn't have these issues, but a claim will have to be made with the manufacturer for defects.  Our customer service department will reach out an get you the packet Sealy needs to process the claim.  If approved they will provide you with store credit to...

change out the mattress for one that may have better support.  Thank you.

Hello Revdex.com, Good afternoon, Hope all is well, spoke with mr and he advised that he was not happy with the service provided on his chest. As this e-m stated his dresser, guest did not report any concern on his dresser, so I have confirmed it is his chest. Resolution, we will exchange the chest , on 12-20-17, due to availability ,this means that we will pick up the one guest has in his home and deliver a new one. Thanks as always to bring to our attention.

We have refunded the consumer per their request.  This has been resolved.

Good morning [redacted], customer [redacted] was scheduled and confirmed for  technician visits on 1/14 & 1/20.  The technician went out both times and the customer was not home. They were offered another date of 1/23 and they said that date did not work. They have...

been rescheduled again for this upcoming Tuesday 1/27/15 at 10:00am. We have been making multiple attempts to resolve their matter.If any further information is needed feel free to let us know
Best Regards
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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. The store manager has been in contact with the customer.  The customer has received a partial delivery and are awaiting delivery of remaining items.

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 reviewing Ms....

[redacted] concerns, we reached out to our retail location. Our store manager reached out to Ms. [redacted] and scheduled a technician for 2/01/18 to address Ms. [redacted] concerns with her chairs. The store manager also advised Ms. [redacted] that we are unable to add the additional protection plan to her sofa; he is working with Ms. [redacted] to offer a discount on the purchase of the sofa for this mistake. We apologize for the inconveniences Ms. [redacted] has experienced. Please feel free to reach out to our retail location at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

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 a full review of...

Mr. [redacted]’s concerns, we have discovered the damages to his furniture are the direct result of a pet in the home.  The protection plan Mr. [redacted] purchased does not cover any sort of physical pet damage nor does it cover cracking and peeling of the leather. We apologize if there was confusion during the sale, however we provided Mr. [redacted] with a Guardmsan packet that clearly defines the coverages of the plan. Both denied damages can be found on the pamphlet under the “What is not covered” section.    Mr. [redacted] contacted our Warranty Department on 8/31/16 to report that his furniture was cracking and peeling.  After photos were received from Mr. [redacted], it was determined the damages were from the pet and can be clearly seen in the attached photos.  We apologize but we will not be able to assist Mr. [redacted] with his concerns as these damages are not a manufacturing defect.       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]

Complaint: [redacted]
I am rejecting this response because: NO ONE has informed me of this.   I have been waiting since Veterans day of 2016. NO ONE  had kept me informed until today.   I have made multiple calls with NO answers or calls back.  I don't want the furniture I want all my money back. You have extremely poor customer service both in taking people's money and not giving them anything in return and making them work for what they already paid for.
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 11979257, and find that this resolution is satisfactory to me.  I would like to say, however, that it's disappointing that I had to file a complaint with the Revdex.com before my issue was taken into consideration. Your customer service is truly lacking and it is for this reason that I will never shop at Ashley furniture again.
Regards,
Lauren S[redacted]