Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the inconvenience the merchandise availability caused .We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or...

pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We have been in contact with our customer. The merchandise has been delivered, however there are new issues which we have agreed to resolve. As a gesture of good will, we have agreed to provide additional discounts which will be refunded back to our customer. We have also agreed to provide a promotional store credit to help restore our customers satisfaction. All refund may take up to 15 business days to be completed.Thank you for bringing this matter to our attention.Sincerely, [redacted]
[redacted]

Revdex.com Complaint DepartmentComplaint ID: [redacted]Thank you for your response in regards to your Revdex.com. I do apologize but we will need to stick with our first response and due to the discount you received at the time of purchase the gift card promo is not an option.Thank you for contacting Ashley Furniture in regards to your complaint.Ashley Furniture Industries, Inc.Corporate Office**

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 company is claming on damage that is done to the furniture but this accusation is false and has no base or proof. 1. The company did agree to exchange the item for different sofa (double the price) with no mention of a damage good. Only when declined offer then the picture of my cat was added to the conversation. 2. The picture that was taken was illegally taken in my house and should not be used against me. I am happened to be pre-veterinarian student, thus my cats do not have nails. This statement by the company regarding the animal in the household, is based on assumptions only with no proof or inspections of the merchandise. 
Regards,
[redacted]

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.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

So sorry to hear that Ms. [redacted] is not satisfied with what has been offered her at this point in time.  The store manager advised that she has received all of her merchandise and that she was not overcharged from the original sales receipt.  The confusion may have come from the fact that items are not billed until they are received, and because her order was not shipped together it would have appeared as a new charge. In fact her sale was refunded $200 for the b/o issue. The sales manager felt confident that all of her issues had been addressed.    Please advise if in fact Ms [redacted] is still requesting a full refund.  If so we would have to pick up all of her items in the home.   Regards, Ashley Furniture Industries, Inc. Corporate Office SC

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 a full review of...

Mrs. [redacted] concerns, we contacted our retail location and warehouse to look into the matter further. Per our warehouse manager, he has been in contact with Mr. [redacted] via email. In this correspondence, we informed Mr. [redacted] that we would be delivering the chair and a half that matches their set free of charge. We will be contacting Mr. and Mrs. [redacted] as soon as we are able to schedule a delivery. We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Mrs. Bryant’s concerns. If Mrs. [redacted] should need additional assistance or has further questions she may reach out to our retail location at [redacted] Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

The customer fully inspected the item two different times and noticed damage and refused the item, as he should, if an item is damaged it needs to be refused to it can either be fixed or replaced. On the third pick up, the customer fully examined a brand new filing cabinet, if the item was...

damaged, the customer would have noticed the damage seeing this is his third time picking up the item.The customer signed that the item was fully inspected and being received in good and complete condition and then took the item home.Once we have the signed paperwork stating no issues or damages are on the product when it is leaving, we are not aware of what happens during transit, a lot of customers damage product during transit that is why we recommend delivery, but this customer did pick up his cabinet and he did sign off stating the item was in good condition when he was receiving it.After the third pick up, the customer is going to fully examine the product he is taking, and the customer is going to make sure that this being the third trip, there are absolutely no damages on the product, and the customer did make sure there was no damage and that is why he signed the pick up receipt and took full possession and full responsibility for that item when he  left the warehouse.

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. 
Dear Revdex.com:As of January 23, 2015, there has not
been a check mailed to me nor have I been contacted by Ashley Furniture about this matter. I contacted them on Friday, January 23rd, and was told
by a Customer Service Care agent, that the refund has been approved but
they didn't know when the check would be released. I was grateful to at least get that much information from the Customer Service Care agent. So, to my recognition, the matter is not solved.
Sincerely,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience for the delay in cancellation.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they...

arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We have confirmed with our customer that the purchase was cancelled and a refund was issued to the  card used on 12/31/14. While refunds may take up to 14 business days to be fully completed, our customer has confirmed that the refund has been received. Thank you for bringing this matter to our attention.Sincerely, [redacted]
[redacted]

After review of Mr. [redacted]’s claim, we have been advised by the management at our retail store location, that he will be getting a refund of $300.00 plus tax. Mr. [redacted] will be notified by the management, once this has been completed. The process to reflect to Mr. [redacted]’s account does take approximately a couple of weeks to reflect to his account depending how the items were paid for. We invite Mr. [redacted] to contact our retail store for any update.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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

been forwarded to our [redacted].  She has been in contact with Mr. [redacted] working on a mutual resolution.  Once a resolution has been agreed upon, we will update the complaint. Regards, Ashley Furniture Industries, Inc. Corporate Office **

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]
 
 The mattress is uncomfortable. We are unhappy. We ill never shop there again and we will tell all our friends and family.

We where able to work out a resolution with our customer. Thank you!

Dear Revdex.com,
 
Please convey our apologies for the inconvenience our customer is having with mattress comfort.
 
We no longer carry this brand of mattress and no longer handle warranties with Sealy mattresses. For any and all warranty issues our customer would need to contact Sealy direct...

at 800-697-3259. 
 
Thank you for bringing this matter to our attention.
 
Sincerely,
 
Kris D[redacted]

We have contacted our customer, and started discussing resolution.

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 customer is meeting with the [redacted] on Saturday, May 2, 2015 to discuss a resolution.Regards,
Ashley Furniture Homestore – Corporate Office

Complaint: [redacted]I am rejecting this response because:The service representative said that normal wear and tear is not covered, it would have been ok if it was minor but this issue is for the entire sectional and 200 is very less so ideally they should have offered me at least 500 because I will have to replace the entire sectional . The product provided by the business is covered for accidental damages over a period of 5 years and if the products can't even withstand 5 years of normal use what use is the warranty , they shouldn't offer warranty on their products because even before the warranty expires the product is of no use due to normal usage . They should keep a product expiration date instead of a warranty . I'm not going to accept 200 dollar store credit and that too just for living room.Please present my case and let them know that they are being completely unfair.Regards,[redacted]

After review of [redacted]’s claim, we have reached out to our retail store upper management. They have advised that we can offer to [redacted] a reselection of the same amount or greater. If [redacted] purchases more than the reselection is for, the [redacted] would be responsible for the difference in price. There will also be an additional delivery fee charge due to picking up the items, and redelivering the new product. We invite [redacted] to contact our retail store location regarding this offer.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886301, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's extremely unfortunate that Ashley's Furniture accounting and store managers are not trained in this matter.  It's been very difficult trying to educate them. When a person makes a dispute with their credit card company the funds are put on hold until the dispute is resolved. Once the dispute is resolved, just like any other kind of refund transactions it takes a few weeks for the funds to be released. This was something my credit card has tried to educate them on. I was NOT immediately refunded which was why I put a dispute in with my credit card company.  I should not have to pay interest with my credit card due to accounting issues Ashley's has. Just as I was supposed to wait a billing cycle to see my refund, they were too! Once Ashley's furniture learns this it will be too late because they have humiliated me to the point of no return (literally)!  I can not believe that they have tried to validate their errors instead of accepting responsibility for them. 
Regards,
Timecca C[redacted]