Ashley Furniture Homestore

It seems like we have swapped her furniture out for her once or twice, we took it all back and she re selected from another store, so I think she would be 100% good. If you would like to contact the customer I would think that they would have no issue with the original complaint.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Anne H[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 working with the retail...

location, a member of management has contacted Ms. H[redacted] and discussed the situation with her.  She will be contacting the retail location to process her refund.  We invite Ms. H[redacted] to continue to work directly with the retail location until her issue is resolved. 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]'’s situation. We take these matters seriously and appreciate the time and efforts taken by [redacted] to bring this situation to our attention. Management at the Palm...

Desert store will be reinstating the sale that was voided in error.  We do apologize for this error and will be prepping out sales team on the proper procedures needed to follow when conducting business. We hope that the Scott family will be happy with the reinstatement of their sale. Regards, Ashley Furniture Industries, Inc.Corporate OfficeSC

Hello Revdex.com, Good Afternoon! Hope all is well, in response to this inquiry , I have reached out to guest on request phone number [redacted] and unable to make verbal contact.Guest was left a detailed message , with call back number. Guest is correct that we were unable to deliver all items...

purchased at one delivery date.We have apologized to guest and offer compensation for the inconveniences, guest decided to cancel order.Resolution, guest order cancel at her request and will be receiving a full rend by corporate check . We valued guest [redacted] business and truly apologized for all their inconveniences . Thanks as always to bring to our attention.

Dear Revdex.com,Thank you for provided us with our customer’s update. As stated before, we were previously unable to reach our customer to discuss the details.  Since that time more information has become available. Normally, we are unable to return this mattress under these conditions.  We have no way to substantiate if a mattress has been used or not once it has been removed form packaging and have been in someone’s home outside of our supervisor.  For this reason we are required to consider it “used” and we are not licensed to sell/resell “used” mattresses at this time.  Nor will a manufacture accept return of the product under these conditions.  Given the circumstances our customer has been authorize to return the mattress as a one time exception.  Our customer may contact us at their convenience to schedule the return (###-###-####). Thank you for bringing this matter to our attention.Sincerely,[redacted]Office of the President

We have contacted our customer to discuss resolutions. The furniture has been moved out of state to [redacted], VA.  Our franchise does not own stores in that area, and cannot replace, repair or return for refund the purchase unless it is transported back to one of our locations, or an...

areas in which we can provide delivery.  In order to provide satisfaction we have agreed to contact our manufacture to see if assistance can be provided through a local franchise in [redacted], VA.  The manufacture has agreed to review the claim. This process may take more than a week, and our company will not be able to control the outcome of their determination. We remain hopeful as they have agreed to consider the claim.

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]

We apologize for the processing time on your account.  7-10 business days for processing.  Our records show the refund has been processed.  Sorry for the inconvenience.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] & [redacted]

We apologize for the delays.  If the collection was in high production or in low demand we would have taken care of all issues much sooner.  Unfortunately with the timing you purchased and demand for the collection it was difficult to complete the order.  There is no way we want...

multiple deliveries on any order.  The additional time and expenses to complete the order made it unprofitable to even make the sale.  If we were aware the manufacturer was not keeping up we would have rather not shown the collection at all and waited until their warehouses were stocked. Normally the stores and customer service can only provide you with the best information from manufacturing and shipping.  Almost all delays come from outside of Jacksonville making it out of our control.  Our only option would have been to cancel. Thank you.

I apologize for the delay.  Would you please submit your copy of the order, as we understand it the order was originally shipped to the address listed.  Any delays after that would have been manually processed and cause for more confusion or delays.  We don't produce the parts or have...

any way to manage their timeliness from the manufacturer.  Any charges made to us would have to be covered by the customer that requested the parts.  Again we apologize for the delay. Thank you.

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. Ashley did not offer a resolution to this matter. They simply stated that they didn't have a response yet and were still looking into it. I am still waiting for a response.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Date: 1/21/
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for your response in regards to your complaint
Ashley Furniture takes these matters very seriously
Upon review of the customers response Ashley Furniture
would not be able to offer anything further in regards to the customer's
complaintPlease refer to your sales terms and conditions that were signed at
the time of purchase
Sincerely
Ashley Furniture
Corporate Office
**

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
In regards to
all comments made:
"Customer
service should be following up if you made the drivers aware of the
issue"- Customer service follow up
happened primarily by myself having to make continuous phone calls. Every time the drivers left, I was told that
customer service would be calling me and every time I had to make the call
myself. All my concerns regarding
damaged and delayed furniture did not seem to be that big of a deal. If anything, the customer service
representatives actually made me feel like I was a nuisance and that my
problems were trivial, especially on this last phone call. The customer service rep pretty much said
what could we help you with now. I had
to call yet again because now that the furniture has been repaired, I finally
went about putting clothes in drawers.
At this time, I found that the supposed fingerprint smudges that the
delivery guy told me could easily be wiped away were actually tarnish. I do not expect all of my handles on my brand
new furniture to already be equipped with tarnish. Shame on me for believing the delivery
guy. I guess I should have known better
than to trust the word of anyone at Ashleys.
"The
nightstands were not on your original complaint"- The nightstands
most definitely were on the original complaint.
To be exact it said "October 15th came around and we come to find that
we were ordered a queen mattress for our king bed, the nightstands are on back
order". Then I continued to mention the
nightstands when I stated "We now have
no bed to sleep on, no dresser to put our clothes in, and no nightstands, along
with no answers". As you can read, my
original complaint was that the nightstand was not delivered. If you are referring to the fact that I did
not make any complaint about the scratches, that would be in fact impossible to
do since I never received the delivery at that point. However, in my follow up message AFTER THEY
WERE DELIVERED I did comment regarding "Both nightstands have surfac scratches
as if someone placed something on them and one of them has an area of chipped
wood." At that point in time, I did have
the nightstands so my comment was updated to state the facts at that point and
time. Do you see what I did there? I stated actual facts and actually went back
and reviewed to make sure they were facts before I made a statement. Apparently whoever is reviewing this
complaint has not done the same before making such a bold statement.
"If
the new dresser has damages we will resolve or replace"- The damages have been handled on the wood and
the pieces should be on their way for me to replace on my own. We will see how this goes and if my new
pieces come tarnished as well.
"The
mattress delivered was in the manufacturer's packagingTo eliminate cross
contamination we do not open mattresses until delivery If the issue
cannot be corrected we will have the manufacturer send us a
replacement"- The replacement was
ordered and again I appreciated this However, this is concerning that my
expensive mattress that was brand new was dirty inside the packaging. This makes me wonder if used is sold as
new?
"We
apologize for the issues and delays It may take as much time to resolve
as the first order took We are a factory direct operation so all parts
and pieces come from outside of Jacksonville and we are the mercy of their
shipping schedules"- It is funny how the
apology is attached with a statement regarding the fact that that issues is
with the outdoor vendors and their shipping schedules. Apparently, Ashley furniture has a problem
admitting where they are at fault. The
shipping schedule has nothing to do with the fact that Ashley furniture felt it
was acceptable to deliver scratched, dented, cracked, and now tarnished
furniture to a customer. Also the
shipping schedules have nothing to do with the fact that the customer had to
resort to writing the Revdex.com to get anything resolved accordingly. Why did the customer have to go about making
numerous phone calls to get anything done?
I feel I definitely have reasons to be concerned When I bring
forth over dollars for brand new furniture, I am expecting furniture that
is in showroom condition, not furniture that is scratched, dented, and etc
Instead of being understanding regarding the frustration the customer may
have regarding the fact their furniture is delayed or damaged the customer
is instead met with disgruntled employees as id the customer is a nuisance and
should just let the situation go Instead of taking ownership for the
mistakes being made, it seems as if I am just getting excuses as to why it's
not the fault of Ashley's
Regards,
[redacted]

Date: 3/27/
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for your response to Ashley FurniturePlease
contact your local store where you purchased your furniture and they would be
able to print you a copy of your purchase history
Regards,
Ashley Furniture
Corporate Office

[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.    I did receive a call this evening from Ashley Homestore Corporate office. She states they will be following this through til the end and have agreed to replace the sofa for us at no charge.SHe is to call me Monday to set up a delivery time and date.  Thank you for intervening on our behalf. Will let you know if there are further problems. At this point it appears to be resolved. (at least verbally)
Regards,
[redacted]

Dear Revdex.com, Please convey our apologies for the confusion.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  Transactions are also often miss-interpreted when certain financiers are used.  This can occur because with certain financiers a product is not billed to them until it has been delivered.  If an error is made and a product is marked as having been delivered when it has not been, this product must then be refunded back before being rescheduled for delivery. When that product is delivered, it is then billed for correctly. Over all this will result in a billed line item appearing 3 times on a customer’s statement, as if it had been billed 3 times, but the net transactions accurately result in only 1 item being billed. We have reviewed and confirmed with our customer that our records are currently correct.  Our customer states she has has made an over payment to Synchrony Bank, her financier. This over payment has not been paid to us. Therefore, our customer must request a refund from Synchrony.  We do not have legal agency to negotiate for our customer with Synchrony.Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have contacted the store in the past. The information on my account is incorrect and I have attempted 3 times now to get it corrected. w third part vendor came out to replace the cushions that were sent by Ashley. The report number for the service is [redacted] from the service specialist company.  The account is under the name [redacted] because that is the address that the furniture was shipped to, I however am the person who purchased the furniture and is paying for it. If the look up the account ivy checking the phone number it was under at time of purchase it is [redacted]. I have spoken to [redacted] a person who only identified himself by the first name and said he was a [redacted]. I spoke to him on Friday 1/23/15. He said he would callback but as of today 1/27/15 he has not. I spoke to the warranty company that I purchased from Ashley and they said they could not help me because the product is under manufactor warranty until 1/31/15. I started the process back in November and am concerned that the warranty will expire before anything has been done by Ashley.
Regards,
[redacted]

I attempted to return the lamps on 7/25/15 as I was going to have to wait 4-6 weeks for the shades to be delivered . In addition the pillow and throw that was apart of the package had not been delivered and was offered to me that day. Due to my horrible experience I no longer wanted them. I still had not received the lamp shades and as the former complaint states I did not want to wait an additional 4-6 weeks for them. Ashley furniture responded to my former comlaint stating to return the set and they will provide me with a refund. I spoke with [redacted] at the store by the names of [redacted] and [redacted] refused to return the merchandise. [redacted] was only willing to give me store credit. [redacted] refused to refund me for the merchandise and stated all sales are final. I am utilizing [redacted] to fund the purchase under a lease agreement. They advised me that Ashley Furniture had the option to remove the merchandise from the sale , write a new contract that only included the items I had possesion of. They refused to rewrite the contract. I left the lamps, pillow and throw at the store and still have not been refunded.I would like to be refunded for the lamps, throw and pillow that is no longer in my possesion.

Good afternoon, I have reviewed this customers account and the purchase was made in [redacted] in September of 2012.  There is a one year standard warranty and a 5 year protection plan that is offered, which the customer did purchase.  The protection form which is registered at time...

of purchase plus the in store handout states clearly that cracking, bubbling, and peeling caused by a specific incident is covered through the protection plan company called [redacted].  Again, caused by a specific incident.  The number to contact them is [redacted] if the customer wishes to file a claim with them.  Otherwise, unfortunately the merchandise is only covered for one year which expired in October of 2013. Thank you,[redacted]