Ashley Furniture Homestore

Dear Revdex.com,We hope that you can clarify that any message(s) about closing the Revdex.com complaint because of "lack of contact" or asking for satisfaction rating are conducted entirely by the Revdex.com as part of your program, not on request of Ashley Furniture HomeStore. The promotional credit we ordered for our customer was confirmed as being mailed on 12/22/14 by standard United States Postal services. 14 Business days is the reasonable time we would expect the post office to provide delivery before the end of last week.  It is printed on a postcard size sheet of cardstock.  We will attempt to contact our customer to confirm if the card has been received, and if not make new arrangements.  Thank you for bring this matter to our attention.Sincerely,[redacted]

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

complaint, we have reached out to the retail location she purchased from. Management at the retail location is pulling the original paperwork so that they can look into this. At this time we invite [redacted] to contact her retail location to discuss further. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[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]

Date: 6/22/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your complaint. We take these matters very seriously and regret to hear of your dissatisfaction.
 
Upon review of the customers claim we...

have spoken to the store and unfortunately we are not able to assist with a different sofa or a refund. Please allow the sofa a break in period. Like all new furniture it is going to be a lot fuller and stiffer than what you had seen in the store. Please remember how long the furniture has been in the store and also being sat on and tested out by customers.
 
If you feel your sofa has a manufacturing defect we would be happy to send out a furniture technician for an inspection on the sofa.
 
Please feel free to contact me with any questions/concerns.
(Reference Kingswere SR#92934)
 
Regards,
 
Ashley Furniture Industries, Inc.
 
 
SL

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. 
Previously I had bought another bed from them and I am still happy with that purchase. The cost of that bed and the bed of this complain were the same.
I would like to have the bed of this complain replaced with the first model I had  bought from them.
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 11744024, and hope to find that this resolution is satisfactory to me. I am waiting to for my third delivery and hope that the item is not damaged 
Regards,
Alexia D[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, 
John    A service man came to work on the living furniture. He took the recliner apart and put a washer on the leg. The manuel recliner still will not go back and it is very difficult to get your hand between the sections to pull the cord. The service person took some pictures. It is still unacceptible.  In our estimation , this is a brand new piece and it should work and it still doesn't work.  We are not difficult people however this is not right and we are spending more time waiting on a resolution for someting that should have been right from the start. Please advise.

Date: 3/17/
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in
regards to your complaintWe do regret to hear of you dissatisfaction
Upon review of this customer's complaint we see that
this
complaint was sent to the Revdex.com on 11/26/but Ashley Furniture did not receive this
complaint until 3/13/We have not been reached by the customer or by the Revdex.com
at any time in between these dates
After reviewing the customer's complaint from we see
the customer received a mattress on 2/25/and called Ashley Furniture on
10/14/to report bed bugsAt that time we informed the customer that bed
bugs are not covered under the manufacturing warranty and due to the length of
time the customer has had the furniture we would be unable to assist with a
return or reselection
I do apologize but at this time Ashley Furniture is still
unable to do anything with this customer's complaint
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR#397674)
Regards,
Ashley Furniture Industries, Inc

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 a check for $149.99, this covered the Guardsman Stain Guard issue, but I still don't have the refund for the rug order we cancelled.  This was a total of $108.99.  I have a receipt for my refund dated 3/19/2015.   Here are the details: Order No: 1010775430.  Sale item: 3x0000002319 Product description: 110370006 Shag chocolate carpet.  Customer ID: UtedRob9.  It also says LOLOI 110370006 109.00 in the item description on the receipt.   I would be happy to send a copy or scan of this documentation as needed.  I was told multiple times I would receive an "expedited" check for this,  but have yet to receive it.  Check with Deidre at Ashley Furniture in Burbank, she knows I came in to the store twice about this and that I called multiple times about it.   Filing this complaint has been the only reason they are responding to me seriously, otherwise they could care less about their customers. 
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience our customer experienced with working with Customer Care.Leather and synthetic leather products while more durable than many fabrics are not impervious to ware.  To get the longest life out of these products it...

is necessary to practice regular care and cleaning. Specific instructions can be provided on request and are available online at the Ashley Furniture Home Store website as well. We have contacted our customer and approved a reselection. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[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]

Complaint: [redacted]
I am rejecting this response because:  Our desired outcome was to get a refund and return the mattress. As we do appreciated the fact that they are now willing to at least exchange the mattress, we cannot do it. After much discussion, we feel that after the way we were treated and the steps we had to take to get a resolution we are now targeted and do not feel comfortable returning to the store.  At this point, we would rather keep the uncomfortable mattress just to avoid subjecting ourselves to the ridicule of walking back into the store.  
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 receiving [redacted]’s complaint, we...

have reached out to upper management at the store location.  The store manager has spoken with the customer and advised we will be bringing out a metal bed frame and foundation.  At this time we invite the customer to contact our Ashley Furniture Industries, Inc. HomeStore if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Please close this complaint. The Ashley Furniture finally respond to me and the will sent me refund.Thank you for your help[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]

A refund check for the amount of $378.99 has been issued and mailed to the customer. On the back of the customers receipt, it does state that any cash or check sale cancellations, could take up to 15 business banking days plus mailing time for a refund. We were still within the time frame...

quoted to the customer, but the refund check has already been mailed out and if she has not received it by today( Friday) then she should have it within the next day or so.

After getting our Guardian rep involved with Ms. [redacted]'s issue, Guardian has determined that the damage is covered under her protection plan.  Guardian will be issuing full credit for the replacement item.  Ms. [redacted] has been contacted in regards to the resolution.

Good Morning,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.After careful...

review of your online order and working diligently with the online sales department we do see the nightstand replacement was shipped on 7/21/16.  For your two poof ottomans I do see you filed a claim with UPS for that part of your order. Once that claim with them has been solved our online sales depart will be able to assist. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

While we understand Mr. [redacted] is not
satisfied with the resolution of the situation, we stand firm behind our
decision to deny his request for a further refund. Mr. [redacted] accepted the
partial delivery of the available items knowing the remaining items were to be
delivered at a later date. Mr. [redacted] chose to cancel the remaining items to
be delivered. We have a no return and no exchange policy regarding mattresses,
foundations, and pillows, and Mr. [redacted] acknowledged this policy at the
time of purchase. We have provided the Revdex.com office with a copy of the signed
policy. Mr. [redacted] has been issued a refund for those items cancelled
pursuant to his request and in accordance with our terms and conditions of
sale.Regards,Ashley Furniture Industries, Inc.Corporate Office
AB

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. The tracking number does not show anythig and is invalid, we have not yet recived the legs and they said they overnight them . We also have not recived the refund, why are we getting erronous information, why are the lying to us , we just want to enjoy our merchandise, if we do nit recive our legs soon we will be force to return the couch .  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]