Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding this Customer’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.The customer accepted delivery on 8/20/of the mattress set On 9/9/the customer called in and we scheduled a technicianThe technician was out to the customer's home on 9/12/and at that time the mattress had no manufacturing defectsWe have a no return policy on all mattresses Sincerely, Ashley Furniture Homestore – Corporate Office

Trying to collect money owed to me, after Mr [redacted] damaged my car while replacing a steering wheel column Mr [redacted] came out 7-7-to replace a key ignition cylinder in my Isuzu Rodeo He didn't have one to fit my car and we had to purchase/purchase a new cylinder elsewhere Paid him $to complete job We had a death in the family and left for NY which I did not drive my car for a week Came home, 7-15-16, noticed steering wheel was wobbling and I could not get the key out of the ignition Called Mr [redacted] on 7-16-He was supposed to be here on the 18th, no call, no show Shows up on the 19th to correct the mistake and tells us that he needs to replace the whole steering column, because he broke the bolts originally to the steering wheel, hence all the wobblingHe never stated that he broke the bolts when re installing the steering wheel It was only after I called to see why it wobbled so bad that "then" he said that he broke the bolts I had no car for over a

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerAfter further review of [redacted] situation, we have found that the refund request has been submitted and all paperwork completed by the store for itThe refund request was submitted to Ashley Furniture Industries, IncFinance department on 12/18/ The estimated mail date is 12/20/for the check to be sent outWe apologize for any inconveniences we have caused Ms***Regards, Ashley Furniture Industries, IncCorporate Office KC

Dear Revdex.com, We have corrected the error and have sent the refund to Synchrony Bank The refund should be reflected on the customer’s account within seven to ten business days, if they receive their statement electronically The refund should be reflected on the customer’s account within one to two billing cycles, if they receive their statement in the mail Please let us know you if you have any further questions.Thank you, [redacted]

Every item ordered is special ordered for the customer, we do not keep items in stock in our warehouse, if an item is cancelled for any reason( no fit, change of mind etc) we do not have room in our warehouse to stock those items, again they are special ordered for the customer, that is why we have a restocking fee for any cancellations after hoursA no fit is a cancellation, the item does not fit in the customers home, they no longer want this item because it will not fit in their home, then they are cancelling that item As stated before, the product is ordered for the customer, when the product comes in and the customer picks up, we open the product for the customer to inspectThe customers first time seeing the product, is our first time seeing it as wellUnfortunately some items do ship to us damaged from the factory, it is not a situation that happens often, but unfortunately it does happenWe can not penalize and force the customer to take something that came in damaged from the factory, what we can do is make the situation right, and either repair and make it up to Ashley manufacture standards, or if that can not be done, then we re order the item for the customerThe item was correct and the customer was called and made aware it is ready for pick up, the customer came in on 3/26/and fully inspected, signed for and took possession of her sofaAs of 3/26/the customer has all of her items that she has purchased

[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 meI received the funds that were due back to me, for the items I never received Regards, [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 The technician attempted to repair parts of the wooden frame, which are at the bottom of the actual springs in fact supports the entire seating area, the problem are the actual springs and not the cushions, should the frame and springs be strong enogh we will not have problems with that actual cushions In regards to completing the service, we never got a call, in fact when I called to find out status, Ahsley furniutre told me it was out of warranty and there was a mistake by sending someone out there since the begininng Lastly I am very much upset about the 5-year warranty I purchased and salesperson made us believe it will cover everything as far as structure, stains and springs [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted]

Hi Revdex.comGood morning!Hope all is well, in response to guest complaint, guest delivery was on 11-8-15, guest bought a sleeper sofa , mattress & box-spring, the mattress & box-spring was taken up to guest apartment first , and guest set had in home brought downWhen the team attempt to fit the sleeper sofa in the elevator it could not fitGuest stated he do not want the entire delivery & we need to bring up back the mattress we took from his home & take what we brought to him.The delivery team was advised to do the same, which they did, at no time guest reported that his mattress was wet nor did they leave it any way else that he did not authorized then to doManager, was on the phone while the entire delivery was being taken place, and they were a lot of options given to guest to accept the pieces that can fit which was the mattress & box-spring and then we can have him reselect a sofa that can fit in the elevator, or we provide a service that will take it apart in our Distribution Center, so it will fit in the elevator & we will send out a craftsman to reinstall as guest claims he want the same piece he boughtGuest refused both options and advise that we take everything backThe delivery team cannot walk a sleeper sofa to the sixth floor of a building it is not safe.Guest went same day to the store , and we went over the options stated above and he refused and claims he just want to cancel the entire purchased.We tried our very best to provide service to our guest and no fit we cannot be held responsible for as we go by the measurements and the information our guest provide to usWe will not be able to provide any compensation to guest and his order was approved to cancel without any fees and a full credit back to his card

I am responding to the dispute from [redacted] in regards to dispute # [redacted] , we have completed the exchange of her doorIt was completed on 11/04/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 doorThey do not have doors already made so we have to wait until they manufacture doors for the modelI have tried to let the customer know that I understood it was a long timeHopefully now that she has her new door Mrs [redacted] is all setSincerely, Karen FStore Manager

[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 refundThank you for your help in this matter Regards, [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, Glenda [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 Please do not close my complaint ( [redacted] )I am awaiting Ashley furniture to send another technician outThey called at 7:30am the scheduled day (April 7th) to come out, to tell me they had cut "the wrong sized pieces" so had to cancel and reschedule the appointment); absolutely ridiculous! I feel like they are just hoping I will give up and go away- like it is some sort of game for them! This is disrupting and ruining my life with the stress of it allThey are now scheduled again (this will be the 4th time a tech has come out and the 5th scheduled day of disruption for me) for the 25th of AprilThey are making matters worse and worse! Regards, [redacted]

We have contacted both the consumer and the finance company and are working out a resolution

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] They are lying I can take pictures of my old sofas and send to themThey are in my backyard still as we speakThere promise to me and with my warranty was not completed

Complaint: [redacted] I am rejecting this response because: First of all I am a he not a "she", this shows the level of awareness of Ashley furniture, secondly I have been told for the past month and a half someone will call someone will show up, no-one has ever calledNow that I made a Revdex.com complaint someone was finally sent out to my house yesterdayThe technician told me he was ONLY sent out to fix the staples that are hanging out all over the couch, (the same staples that cut open my year old sons foot)This is frustrating as this was ONLY PART of what is wrong with the couchThis company does not stand up to their warranty, I spent $on their warranty that was supposed to COMPLETLY cover the ENTIRE couch yet it is in horrid shape and they have done nothing to correct the situationI spoke with the technician and told/showed him everything that was wrong with the couch and he could not believe the poor quality/workmanship of this piece of furnitureHis exact words were "all the items that I showed him, (broken pieces of framework inside the couch, staples hanging everywhere, cushions that are all flattened out, the cushions up by your back are all flattened out, springs completely broken, are all 100% MANUFACTURERS DEFECTS" that means Ashley is at fualt and sold me defective furnitureHe said there were no signs of neglect, this was clear cut defective furniture, he also saod he has to send report in amd what would happen is if Ashley WANTS TO they can accept liability and then would have to mail me the oarts and he would come back and fix it, but that he is only the contractor and that he doesnt want me to be mad at him if they deny this claim as he has no say in the outcomeHe also said word for word "he has to rebuild ALMOST the ENTIRE COUCH", thats how bad of shape its inAs I stated before months after I received this sectional these problems all showed up and at the time I was working two jobs was going to school full time days a week after work, had a high risk pregnant wife, and through all this Ashley kept giving me the same runaround I'm getting now telling me we will send someone out and we will call you, but never didBecause of my schedule at the time I was forced to stop pursuing them as I really didn't have timeI called the corporate office two months ago and was told that the springs are NOT covered by any warranty and are a "wear and tear item yet on their website they say they are warrantied for years!!! Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience the broken furniture has caused our customer .We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from usThese warranty terms are publicly available through the manufacture's website and can be provided on requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.Our customer's furniture was inspected on 11/25/14, and found to contain no material manufacture defects The bed has been very well used, to the point that the bottom front panel was physical impacted in such a way as to have been physically ripped out of placeClaims of poor quality or assembly do not account for what has been physically done to the furniture to cause the major damages Clear photographic evidence is available A valid warranty claim cannot be processed for this furniture As a gesture of goodwill and to help promote our customer’s satisfaction we are willing to provide partial store credit toward a replacement bed, or provide some replacement parts if our customer is unhappy with the partial store creditWe have agreed to speak with her again on Thursday at her request to determine which option she will preferThank you for bringing this matter to our attention.Sincerely, [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 Please be advised that I only rejected the response because I was given days to answer and I would not like the complaint to be closed at this timeI indeed chose other sofas and they are going to deliver tomorrow Friday, May I will write back once that I have the new sofas at home.I only would like to emphasize for now that I owe an apology to the manager [redacted] because I did not mentioned him on my first messageHe was in the store when I first bought the sectional and sofas and he was really niceNow that I returned to the store, [redacted] was there; I thought he was going to apologize for causing this issue, but I see that it is not part of his personality [redacted] ***, on the other hand, is very polite and nice person; his personality makes you feel comfortableI am very happy that he was assigned to help me in the re selection of the sofasMy wife and I had said that we would never buy again in that storeIt turned out that we spent another $517! He is definitively a person that can do business Regards, [redacted]

Hi Revdex.comGood evening! Hope all is well, had spoke with guest earlier today, and apologized for all the inconveniencesResolution, we will be exchanging guest chaise & love seatGuest was given 11-20-delivery dateThanks as always to bring to our attention

Good Evening,Ashley Furniture HomeStores offers different financing options for our customers Once a specific company is identified that meets the needs of the customer, the terms and conditions of that finance agreementare administered and managed by the finance company In this case, any late charges would need to be discussed with the company that financed [redacted] sale because those payments are made to that company and not through Ashley Furniture HomeStores We will be happy to offer any assistance if requestedThank you,Ashley Furniture HomeStore

[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 Ashley Furniture's answer is adequate, as long as I am provided with a customer copy (aka "pink paper" copy) showing the amounts pertaining specifically to the TWO SETS OF LAMPSI was NEVER given a copy of that specific document, and this is the reason why I believed I had ONE layaway account, not twoI have been in contact with [redacted] from Ashley Home Furniture and although she was much more understanding and willing to listen, I again ended up on the receiving end of a condescending toneNevertheless, the point is to get this matter straightened out, and I agreed to go into the store to see and obtain a copy of the "pink paper" regarding the two sets of lamps [redacted] did agree to extend my layaway as needed, generously allowing me until December ("or even an extra month" = January 2015) to pay off this entire layaway Regards, [redacted]