Ashley Furniture Homestore

Date: 5/21/15
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of service. We do regret to hear of your dissatisfaction.
 
Upon review of the customers claim we do apologize but...

Ashley Furniture would be unable to assist any further with the issue. The customer purchased in 2007 with a 1 year manufacturing warranty. Also, per the customers terms and conditions once the furniture is moved from its original place of delivery the manufacturing warranty is VOID. Due to the fact that the customer is outside of their 1 year manufacturing warranty and has also moved out of the area Ashley Furniture would not be able to assist with the customer’s complaint.
 
Please feel free to contact me with any further questions or concerns.
(Reference Stoneledge SR#[redacted])
 
Thank you for giving us an opportunity to respond to the customer’s situation.
 
Regards,
 
Ashley Furniture Industries, Inc.

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 review of Ms. [redacted]’s claim, we have reached out to the retail store. We have been advised that Ms. [redacted] has been refunded what she paid for her dresser, and the delivery fee. The store manager has been in contact with Ms. [redacted], and is working on some kind of compensation with her. He stated that he will be in reaching out to her on Monday March 20th.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

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.
 
They did not meet their contractual obligation to have the mattress and box spring in my home within the 2 to 4 weeks from the date of purchase. They delivered it with a stain that could be grease or feces. They did not try to work with me. They intimidated me into following through with this purchase. 
 
They need to come get this mattress out of my home and reimburse me for wasting my time, energy, and resources to make this purchase happen.
Regards,

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 review of Ms....

[redacted]’s claim, we have reached out to management at our retail store location. They have advised that Ms. [redacted] cancelled her purchase, and a refund has been processed. The refund check has been mailed to Ms. [redacted] on 4/27. We invite Ms. [redacted] to contact the local retail store if she would like to discuss the new purchase of her sofa.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

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 full review of...

the customer’s situation, the store has arranged to pick up the already delivered items and will issue a refund to the customer once the items are inspected and received back in the warehouse.  The pick-up is scheduled for tomorrow 11/18/14.
 
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Complaint: 12195752
I am rejecting this response because: the 150 dollar gift card does nothing. the bed has constantly broken and its the structure of the bed not little things on the bed. I had agreed to the 150 .oo gift card because I was quoted 170.00 to replace the trundle and was to go into the store to finish transaction. I go to the store the cost is 300.00. I originally paid 224.99 for that specific  piece. they read the notes from customer service in Winnipeg and it showed I was quoted 170.00 for what I was replacing. if I knew I would have to pay 300.00 plus warranty again on a bed that keeps breaking. I did not receive full benefit of the warranty from the company as it broke before delivery, then the drawers cracked and fell apart then the headboard and foot board where it connects to the side rails and the screws hold it together. At that point we should have received our money back at that time as the most they were willing to give for a credit was 224.00 and at that time the bed was under warranty still. now a bed snapping in the middle of the night with a 50lbs sleeping child should not be happening ever!!!!!
Sincerely,
[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 review of the customer’s...

claim, we have verified the serial number off of the sofa to make sure we ordered the correct part. The part will be shipped out the week of June 6th to the customer’s home. Once Mr. [redacted] receives the part, he would need to contact his Furniture Protection Plan Montage, to set up a technician to install. Per the request to have the sofa be replaced, due to this is a Furniture Protection Plan claim, we invite Mr. [redacted] to contact Montage to discuss other options than getting the part.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

The issue is not with us it is with the warranty company.  We will have our leather repair tech touch up the rubs and we will order the part to recover the console.Once the part arrives we will notify the customer and schedule a pick up for the loveseat.

Customer agreed to let us reschedule a mattress inspection for 1/24/17.

Complaint: [redacted]
I am rejecting this response because: I have been calling from Saturday to talk to Bibi and she has not been available.she also sent me an email that I couldn't open(or its was just not coming through right ) there was nothing written in it.I even called her today(11/17/15) and left messages but no one called me back. I understand that she will be able to change the two of the pieces but all the pieces have some problem with it which I sent her the email about !! So I would like to have a new sofa and also have a warranty that it's not gonna have any problems later again. And if it does they will be able to fix it.                        Thanks                         [redacted] 
Regards,
Ayushi Kajla

[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. Additionally, regarding the chair that was price matched, it came missing some pieces and a piece was damaged. Could you please send a replacement chair and a Way for me to return the damaged/defective chair? I am greatly appreciative of the offer for an exchange on the loveseat and gladly accept.  Sorry its it’s taken me time to get back to you. A little over a week ago, I was in a motorcycle accident and in the hospital. I’m now on the road to recovery, so I’m also on the road of getting back to business. The office chair came while I was at the hospital, so I only am knowing about the issues with that now. 
Regards,
[redacted]

Date Sent: 10/13/2014 7:41:45 PM
I did speak with [redacted].. the claim sent over to us was under [redacted].  Auth#[redacted].  Parts were not ordered when initially sent back in June of 2013.. I've apologized to our customer for it not being taken care of back then, and assured her that moving forward, I can get it done now.. She did not want me to order the part, all she wanted me to do is to refund her the cost of the warranty coverage.  I apologized to her and said that I would not be able to authorize a refund.  She at that time stated that she would be calling PCP (warranty company) back to speak with a them about a reimbursement.  I went ahead and ordered the part that the authorization letter requested which was a back assembly to a barstool.  I am hoping we get this issue resolved.
 
Thank you,
[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] Ashley furniture store NEVER MADE ME AWARE OF THEIR POLICY BEFORE MY PURCHASE, NEITHER THAT THEY WERE SELLING ME A CLOSE OUT. Again they were not honest , I would never orrdered a bed that would be imposible for me To use. I will have a Knee replacement surgery in few days And dont have a funcional bed for me . How in my well mind will buy sometí mg  g spend almost $5000.00 And is meeting my needs.¿, please help me I need a funcional bed for me this store is not an honest reñía le bussiness where is The protección for me againts this día honest store.?

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 us. These warranty terms are...

publicly available through the manufacture's website and can be provided on request. In 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 place. Claims 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 credit. We have agreed to speak with her again on Thursday at her request to determine which option she will prefer. Thank you for bringing this matter to our attention.Sincerely,[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 review of Mr....

[redacted]’s claim, we have reached out to upper management at the Corporate Office. Ashley furniture would like to offer Mr. [redacted] an even exchange of the dining room chair. We invite Mr. [redacted] to contact our Customer Care Department if he would like to accept this offer. Customer Service number is ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We understand.  Surface scratches and wear and tear are not covered.  It's an accidental warranty so those issues would suggest the damage was done over time.  It would cover most household accidents.  The warranty company stated they would provide service for your surface scratches, but you have declined.So the fact that it wasn't initially registered or the belief it should cover all damages hasn't kept you from getting service.  The remaining time left on the warranty would provide a $122.03 refund.  Please let us know how you want that processed.  If you would rather have the service please let us know and we can have the service company notified.Thank You

There is no benefit for commission only salespeople to make mistakes.  The credit they would receive would get removed.  If the only option to make what you needed work was more expensive, they would default to the more expensive option.  I'm sure a senior sales associate would opt for a larger purchase over a smaller one at time of sale.  The same would work in real estate, if your client needed a three bedroom, why would you show them two bedrooms.  The only reason may have been price, but then focusing on price takes your eye of the features and benefits of the needed third bedroom. Attempting to have you spend less money and get more features is a sign he was looking out for your best interests financially.  Unfortunately by attempting to give you a savings on an adjustable base option he missed the fact that by removing the legs on that particular model the components under the base would conflict with the way the storage bed was constructed.I see you were having us match or beat a competitor to make the deal work, so I feel there may have been too much focus on getting to the right price than on the features.I appreciate you were expecting him to have a better understanding of the features on all the adjustable bases we offer, but we truly believe this was human error and he was interested in making the style and benefits meet a particular price.Thank you.

Complaint: [redacted]
I am rejecting this response because:
Unfortunately, the problem at hand was NOT fixed within the forst year is we are still having the SAME problem.  Therefore, a solution was not provided.  I will say it again, a bandaid soultion was given for their poor quality merchandise.   
Sincerely,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Shadhana [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. Upon full review of the...

concerns brought forth, we do apologize if our refund policy caused any inconveniences.  Our Finance Department has processed a refund check in the amount of $1263.62.  The check will be mailed out from our Corporate Office on Friday 1/27/17. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

At the time of the sale the customer is informed that it can take between two to four weeks for the product to arrive to our distribution center and once in, we would call and set up for delivery.
When the customers product arrived she was called and asked to confirm delivery for a...

certain day, the customer declined delivery and we made her aware we would have to call her back when we were in the area for delivery. The customer was called a second time for delivery which she declined again and made us aware she must have a Saturday delivery because it is impossible for her to be home during the week when she works 12 hour shifts and that her boyfriend worked 2 hours away so he could not be their either, we did ask if there was someone else to take delivery for her, we did not ask that they stay home all day and wait for our delivery team to arrive to her house, she asked for a time frame and she was made aware that we do not give out time frames but instead stop numbers, we can not give out time frames because we do not know the obstacles our team will come across while in a home, we do not know how long it will take them at each customers home seeing that all orders are not the same and will take different time frames to set up and we also don't know about traffic on the road, so instead of a time frame we offer a stop number which helps you get a better idea if your delivery will be morning, afternoon or evening and we can also call you up to 1 hour ahead of time. The customer still declined delivery for that day we tried to offer. We had called the customer a few other times for delivery but never made contact, only left messages which were not returned to our delivery department. Finally we reached contact with the customer and agreed to delivery on Saturday Oct 1st. 
On 9/30/2016 the customer was called after our delivery truck was routed and she was made aware that she would be stop 13 on the route which would be an evening delivery and would be one of the last stops of the day. 
On 10/1/2016 the customer was called while our team was at the stop before her and she was made aware that the team would be to her home in about 45minutes, they understood it was late and gave her the option to either keep her delivery for that day or she could cancel and our delivery department would be in contact to reschedule.
The customer chose to cancel her delivery that day. The customer was called numerous times after that day to schedule delivery we finally reached contact with the customer and she was scheduled for delivery on 10/12/2016.
On 10/12/2016 the customer was delivered her bedroom set.