Ashley Furniture Homestore

Good Afternoon,We here at Ashley Furniture would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, the afore mentioned store is not affiliated with our company. We are a privately owned and operated business and have no relation to the original...

store of purchase mentioned by the consumer. The complaint would need to be redirected to the appropriate company to address the consumers merchandise concerns. Please feel free to reach out to me should you have any further questions in regards to this consumer or if further direction is required.Best Regards,Deannie F[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]

Thank you for the update on [redacted]’s complaint.  Ms. [redacted]’s claim has been reviewed by upper management.  The items in question are outside of the one year manufacturing warranty and the Protection Plan she purchased does not cover cracking and peeling unless there was a specific incident that caused the damage to the item/s.  We previously offered 50% of what Ms. [redacted] paid for the items as in store credit.  After management review of the claim, we are willing to offer 70% of what she paid for the items as in store credit only, no refund of money.  The items are already 4 years old and 3 years outside of the manufacturing warranty. The amount of the in store credit at 70% would be $876.99 plus tax. We invite Ms. [redacted] to contact our customer service department at ###-###-####  to accept this offer. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint: [redacted]
I am rejecting this response because:
I still do not have the mattress and I have been told multiple reasons as to why its still NOT delivered.Weather, delivery error, back order, warehouse issues, etc....and when you call the customer care center to try to get any information ###-###-#### option 2, you will waitminimum of 15 minutes to speak to a live person. Last night I waited 28 minutes to speak with someone allfor them to tell me they still dont know when it will be delivered. this is TERRIBLE. I ordered the mattress February 14, 15. Again I WILL NEVER DO BUSINESS WITH ASHLEY FURNITURE AGAIN AND WILL ADVISE EVERYONE I KNOW NOT TO AS WELL. 
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. 
Regards,
[redacted]

We have contacted our customer and confirmed resolution.

Good afternoon, [redacted] was contacted and told about her refund check being issued and available for pick up at the [redacted] Store Location. Thank you.

Dear Revdex.com,We have contacted our customer and are working towards a resolution. If you have any questions, please let me know.Thank you,[redacted]
[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]  Also note the attachment includes all cost of transactions as well as pictures of the issue.

[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]

After further review of Mr. [redacted]s account. The amount that will be refunded to his Synchrony account will be $854.99. The refund should reflect Mr. [redacted]s account within 30 days.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

[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]s

A refund check was printed and sent through standard mailed on 10/9/14. Please allow up to 10 Monday...

through Friday business days for the mail to be delivered.  If the check does not arrive within the period please contact us. If there are any other issues that need to be addressed please let us know!

We currently have the sofa in our warehouse and have tried to contact Mr. [redacted] multiple times.  If you could please let him know if he will contact us at [redacted] or [redacted] to arrange a pick up of his remaining pieces. Once we have all items we will issue Mr. [redacted] a full refund.  Please let us know if we can be of further assistance.Thanks,[redacted]

After further review of Ms. [redacted]’s claim, upper management from the Corporate Office has been trying to get in contact with Ms. [redacted] multiple times. There were voicemail messages left on both numbers on the account, on 4/18 & 4/28. We have not heard back from Ms. [redacted] to discuss her claim. Instead of having the recliner in Ms. [redacted]’s home repaired, we would like to exchange the recliner since it is still being manufactured. Also for the inconvenience, we would still like to offer a gift card that she may use at any one of our Corporate Store locations that is listed on the back of the gift card. The amount that Ms. [redacted] is requesting of $1000.00 is not an option, but we will still honor the $200.00 gift card as previously offered. We invite Ms. [redacted] to lease contact our Corporate Office at ###-###-####. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] L [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 further review, we have...

found that an offer of full credit for the sofa, loveseat, and recliner plus the protection plan fee was made and accepted. This has been processed and ready for [redacted] to use. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Good Afternoon,We are showing that all credits and refunds have been processed for [redacted].Thank you,Ashley Furniture HomeStore

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. 
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.Thank you for providing the requested documentation.Unfortunately, we feel that our complaint has still not been resolved.
[To assist us in bringing this matter to a close, we would like to know your view on the 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,
[redacted]
 
 The clerk [redacted] never explained nor notified us that some items will be back ordered. She even asked me personally for specific days that I could be home to receive deliveries. How could some items be back ordered when they were confirmed by their own warehouse manager 24 before delivery then cancelled by the store ? How could a delivery truck driver who called us 15 minutes away from my house that an item has been placed on back ordered. This [redacted] Assthule was promising us everything will be delivered on time then even told me to call her if we cannot be at home to receive deliveries? Im not the only one they mis-treated with their greed! Just look at hundreds of complaints on Yelps about their customer service and delivery operation. As a said before their business practice is a fine form of greed. They delivered some item May 10th that were supposed to be delivered May 4th. On May 8th store called that the sofa supposed to be delivered March 29th is now back ordered till June 16th!! Thats almost 3 months drom the date it was promised! All they can respond is a lie of claiming that  they told me about back ordered. I never signed anything that they notified me about back orders. I signed the purchases I made but never was told. Their response is shallow another sign of greed of getting all purchases but no customer service at all! This is not a resolution this a shame for a company like Ashley represented by some people with utmost motive of greed and deception![redacted]