Ashley Furniture Homestore

We are attempting to contact our customer to work toward resolution.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Bo Y[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.  We have reached out to our...

Warehouse, and have been advised that the delivery of the exchange has taken place on 1/8/17.  Per our Warehouse the exchange was made and the bed has been setup. We invite Bo to contact our Customer Service department at 1-800-240-3440 if there are any further issues or questions. Regards, Ashley Furniture Industries, Inc.Corporate OfficeKCere...

Complaint: [redacted]
I am rejecting this response because:
I did not receive any resolution of this problem.  There was no solution to this problem set forth by the company other than to say "Sorry, you will you have your furniture in another week." I don't think they understand my issue.  I was about to go to another store to purchase furniture when the sale person tells me they will have everything but the 2 nightstands by the 12th and that I would have a matress by 2/5/15.  The remainder would be delivered 2/6/15 so I agreed to those terms.  I did NOT receive a matress until two weeks later and I left that issue alone becuase I understand things happen despite the fact I slept on the floor for a week and a half.  I was also not told that I would be charged for a loaner frame (I did not agree to that).  In addition, I was NOT told that my bed wouldn't even be able to be put together because the bedrails werent ordered.  I feel as if I was told "what I want to hear" just so the sale could be made.  I would definitely have gone somewhere else to purchase furniture had I known that what I was being told  was not accurate. 
 
[redacted]

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, [redacted]. Mr. [redacted] purchased a bedroom set from us back in 2013.  We received an email on or about 12/3/2014 to say that his bedroom set was damaged and he was looking to have...

it replaced. He sent in photos of the damaged set.  He was out of his one year manufacturing warranty and did not have an extended purchase protection plan.  After evaluating the bedroom from the pictures and reviewing it was clear that the bedroom veneers were lifting.  The veneers can be repaired, and even though the guest is outside of his one year warranty, and has no extended warranty we did agree to send service to him at no charge. The service was sent to our outside vendor on December 4 and Mr. [redacted] is set up to have the craftsman visit his home on 12/23/2014. We have certainly tried to go above and beyond for Mr. [redacted], and gave him a resolution before he wrote in to the Revdex.com. Therefore we are requesting that this complaint be dismissed as invalid.  Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mr. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center

Thank you for the update on Ms. [redacted]’s concerns.  The item Ms. [redacted] purchased did not arrive into the local warehouse in time to fulfill the delivery on December 4th as originally promised.  We contacted Ms. [redacted] on December 3rd, prior to the delivery to advise of the issue.  We apologize if detailed information was not provided during that call.  Per Our Sales Terms and Conditions that Ms. [redacted] acknowledged at the time of the purchase, it does state that the customer will be notified if there are any delays in our Supply Chain to choose a new delivery date.  We have attached a copy of the Sales Terms and Conditions. Again, we do apologize for the delay however, we did adhere to our Sales Terms and Conditions and notified her prior to the delivery. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

The bed ordered is not produced in a Cal King size and would have determined this at the time the sale was originated. We stand behind our offer.

Hello Revdex.com,                Good afternoon!Hope all is well, spoke with Mr and apologized for all his inconveniences, we have explained to our guest that his bedroom comes with one year manufactured warranty but we do what we...

can to resolve our guest concern.The leather of the living room set also comes with one year manufactured warranty, but we will do what we can to resolve our guest concern. Resolution, we have  ordered the side rails for guest and we have follow up with Ashley corporate and we was advised it will ship week of 5-18-16. Living room set components not available, so we have offered out guest initially  prorated amount of $750.00 store credit , today I have made another offer to guest of a total of $1200.00 which is an increase of $450.00 more than the initial offer, as store credit to purchase another living room set . Guest is requesting $1200.00 refunded to him, apologized but cannot honor his request for a refund. Guest stated will discuss with his wife and call us back.thanks as always to bring to our attention.

Complaint: [redacted]
I am rejecting this response because for several reasons; first starting with the first managers unprofessional attitude towards the inconvenience cause. Had he taken the initiative to look into the order after I informed him about the conversation I had with the delivery driver the process may have gone smoother and he would have notice the mistake he made. Despite all that I lost time from work based on the different days of delivery proposed to me which some were last minute. It was very unfair to my two kids who were expecting beds for Christmas to have their spirits crushed because Ashley Furniture employees who reflect the company could not effectively communicate with not each other but the customer. Ashley set nothing but false expectations. Had I gone to Gallery Furniture the purchase may have been higher but the quality of service, Customer service and my expectation of them would have been a great reflection of who they are. Because of all that I had to go through with Ashley Furniture no sympathy was shown towards the frustration, anxiety and loss of time I incurred from work. As a good deed Ashley Furniture should have  made my kids Christmas worth while, by writing the beds off and delivering based on all I have communicated about. Also on 12/18/14 I came into the store to receive a refund because the delivery date was pushed back yet again.During the time I was informing a manager [redacted] what occurred I get a call from [redacted] and [redacted] your delivery drivers. I placed them on speaker so your manager who was not aware of what was going on be in the loop of it all. [redacted] asked for my gate code because her wanted to deliver the twin part of the bunk. When he was informed the order was already cancelled he passed the phone to [redacted]. What [redacted] tells me while on speaker in front of a manager and employee was "I know I should have delivered last week to you, I have already put the bed together and just need to get into the gate." Now I'm at a  lost for words. If the bed had to come from Ashley's warehouse, when and where was it put together? How  would they have gotten it through my door without the bed getting scratched? If your manager also called to cancel the order why were they still trying to deliver half of my order. I felt like Ashley representative wanted to force me to take what you all had. That shows no respect nor value towards a customer and I feel as if you the President is undermining the bigger picture. It's about a Christmas Dream for my kids that could not be fulfilled because of inconsistency with Ashley Furniture. I am asking that this dream of their be made true. I am a single parent and had I known their dream was not going to come true, I would not have thrown out their old beds based on the expected delivery date given to me by 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 are having difficulty...

locating Mr. [redacted]’s information. Please provide us with the original sales order number (located at the top of your sales receipt), delivery address, and/or the phone number used on the account.  When we receive this information, and are able to located Mr. [redacted]’s account we will be more than happy to assist in resolving these issues. We apologize for this inconvenience and the issues you have had thus far and we look forward to working with you to resolve the matter. 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.
Our Online Sales Customer...

Care team has issued a credit to Ms. [redacted]’s account for the returned coffee table. Should she have any further questions or concerns, she can reach the Online Sale Customer Care team by calling ###-###-####.
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,
Ken [redacted]

I am not understanding how you left the store if you knew how the
transaction and discounts were written up.  The initial complaint suggested you didn't know until you got home, now you are stating you knew before you left. Because [redacted] could not
actually reduce the price of the delivery charges and protection plans
on the invoice he reduced the price of the furniture to make the bottom
line work in your favor.By not cancelling it right then we have
already processed the order with the manufacturer and that's why we have
you sign the invoice stating that all sales are final.Is there
another reason you are wanting to cancel now, instead of cancelling when
you weren't approving of how the discounts were applied, on the
invoice, in the showroom?

Thank you for the update on [redacted]s situation.  Our service tech was out on 10/27/17 and installed padding to the seat and the back of the chair.  There were no issues when installing the padding.  The power cord was not touched by the service technician when he was there.  We had previously asked Ms. [redacted] to provide proof that the chair was professionally cleaned which she did, however when our service technician was out there he found that the chair still smelled of bodily fluids and everything on the underside was urine soaked.  This is now a health/safety concern for our staff.  We will not be exchanging the chair, and we cannot allow return/refund of the chair.  We will not be able to assist Ms. [redacted] any further because of the condition the chair is in.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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] I would not like to further delay this process as I see Ashley "Good Faith" is pass on the there damages and say the delivery driver is contracted so that will not be there issue to deal with, while the complain was emailed to [redacted] on Dec 27 2014 all damages to make his regional aware of the problem during  Monday morning meeting still waiting for a response emails go both ways and correspondence is proof and evidence. As far as refund during our Jan 30, 2015 three way call between [redacted], Ashley Furniture and myself and after half an hour no resolution as the branch says it gave the paper work to there corporate and they don't have nothing to do with it no resolution "Good Faith" while [redacted] manager was willing to post the credit and assist in refunding the total this is customer service and Good Faith not passing along a non satisfied customer. As far as my request to pick up there damaged furniture once a delivery was not done on the third attempt as promised, bed was not built correctly on second attempt and scratched during there first attempt yes this was done in Good Faith of removing it from my house. At this point I am requesting by FEB 13,2015 full refund into my card available for 4108.00 and I will be seeking a $350.00 credit for damaged floor before I proceed with actions.

[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.  It took us countless hours on the phone with multiple people to finally get them to react in a positive manner.  I still believe they would have done nothing to help us if we wouldn't have taken our complaints to the corporate level.  This company should be reprimanded for their lack of customer service.  I'm still in shock that a company that relies 100% on customer service to complete sales and make money would fail so drastically in a situation that could have been easily rectified if just one person would have stepped up.
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11775723, 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,
Kellie [redacted]We are still waiting for someone to call regarding the repair of the bed that was install they were to come on the 28th of November  no one ever showed up. I received a call on Monday the November 7th stating they need to reschedule the appointment. Which is to take place on 11/11/2016 . Hopefully someone will show up and then we can close the claim. Please follow up with me  on Monday the 14th of November. Thank you

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 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]

Our retail upper management has been working with [redacted] towards a resolution.  A resolution was agreed upon by both parties.  [redacted] will receive a $100.00 dollar discount towards the dresser, the bookcase was switched to a credenza and we will be exchanging the Queen Headboard.  We invite [redacted] to continue to work with the retail management if any further questions or concerns arise. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

I have received the money. My complaint came from the fact that they lied to me and told me the money was refunded on 5/10. Which it obviously was not. I had to call 4 times, I was lied to by EVERY SINGLE WORKER there, I was yelled at, I was told I was a liar, and then foinally some girl called back and asked me for my debit card number to do the refund. Regardless of me having the money back this should reflect poorly against Ashley a home Store in Clearwater as they lied to me for 5 straight days and caused issues with my banking and personal life. 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]