Ashley Furniture Homestore

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

have reached out to our retail store location. Per store management, Ms. [redacted] received an in-store credit towards a new mattress due to comfort issues with the first mattress that she purchased. Ms. [redacted] had financed the mattress, and she agreed and understood the terms and conditions by signing the sales invoice. Upon delivery, Ms. [redacted] signed the delivery receipt acknowledging that the product Ashley Furniture delivered was the correct she purchased.  With Ms. [redacted] signing the financing terms and conditions of the sale, and the delivery receipt, the store will not be accepting any returns or refunding Ms. [redacted]. If Ms. [redacted] has inaccurate charges with her [redacted] account for the purchase of her sale, she would need to contact [redacted] Customer Care at ###-###-####. 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 find that this resolution is satisfactory to me.

Dear Revdex.com, Please convey our apologies for the inconvenience our customer has experienced.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very...

important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.  We have contacted our customer and are working with our Accounting team to correct any billing issues. 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. Thank you for bringing this to our attention. Sincerely,[redacted]

Date: May 5th 2015
 
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 I have reached...

out to the Ashley Furniture Homestore where the customer purchased their furniture and they are processing a refund for the recliners. Please allow time for the store to process the refund.
 
Please feel free to contact me with any further questions or concners.
(Reference Stoneledge SR#408500)
 
Thank you for giving us an opportunity to respond to this situation.
 
Sincerely,
 
Ashley Furniture Industries, Inc.

[redacted] MARCH 9, 2015 On September 27, 2014, [redacted] and I went to the Ashley Furniture Store in Danbury, Connecticut to purchase a bedroom and...

a dining room set for our new house. Next day [redacted] wanted to go into a different furniture store in Danbury and fell in love with a different dining room set. On Monday September 29, 2014, [redacted] went into the Ashley furniture store to cancel our purchase in accordance to our original purchase agreement. See enclosed copy of our agreement and as stated below in accordance to their cancellation policy in verbatim. “Cancellation Policy/Canceling Delayed Items: all cancellations must be done in-person at the store within 72 hours of the original sales date. A 100% refund of the purchase price paid or, where applicable, a reversal of the credit card or financing transaction will be issued. For orders paid by check or cash, a refund check will be issued and mailed out within 1-2 weeks. After 72 hours of the sale date, all sales become final – except of delayed delivery / backorder. Delivery fees are non-refundable. For cancellation / change to your order after 72 hours of the original sale date, a 30% restocking fee will incur.” When [redacted] went in to the store to cancel the purchase on the following Monday (September 29th) around 5 PM, the manager Sharif A[redacted] stated that he cannot honor the request since I used my credit card for the purchase. [redacted] called me from the store and I spoke to Sharif A[redacted]. I question him why we cannot cancel the purchase in accordance to their cancellation policy. He stated that he needed my credit card to reverse the charges. I told him that he had that on my purchase record and I can tell him my credit card number over the phone. He stated no, he needed the credit card to reverse the charges since the amount was quite large. I told him that I lived over 50 miles away and would be difficult for me to go to the Danbury store during the week. I asked Sharif if I can go over to the Ashley Furniture store in Orange, Connecticut to cancel the transaction, and he stated no I must come in to his store. He stated that he is off on Tuesday and I can come in Wednesday evening. Knowing that Wednesday evening was past the 72 hour cancellation period, I called the [redacted] Card Company to cancel the purchase. Also he stated that if I cannot come within the 72 hour cancellation policy, he will honor my request since we spoke over the phone and [redacted] came in to the store during the cancellation period. I did not trust him. And my suspicion came true and that is why I called to cancel the credit card purchase. After I cancelled the purchase, Sharif put in a charge back against my cancellation. I went into the store two weeks later to question his motive. He stated that he needed payment before he can issue me the credit. During our conversation, he repeatedly stated that I will get a full refund but he needed payment first from the [redacted] Credit Card Company. I question the logic since he can reverse the charge within the 72 hour period why he needed payment first. He cannot explain to me why he needed the payment except that the amount was quite large. After that conversation, I put in a claim against his charge back. And we have been going back and forth since that time. If you listen to my call-in to your customer service, I do not know which day but it was on a Saturday, Sharif stated on a recorded conversation with your representative that he was waiting payment from your company to give me my full refund. He has repeatedly has stated that he will give me a full refund over and over during all our conversation with him. So the question is why not just reverse the charge and be done with this problem. Any assistance that you can render is greatly appreciated. Sincerely, [redacted] MARCH 25, 2015 I am totally disappointed that we cannot resolve this issue for six months. The charge, in question, occurred on September 27, 2014 in the amount of $15,000, Ashley Furniture Home Store in Danbury Connecticut. The manager of Ashley Furniture wants to refund the money but he claims that he cannot since he has not been paid by your company. At this point I do not know who to believe and who has my money. All I know is that your company is charging me interest on this amount; Mr. Aref claims that he does not have the money to refund me, so please explain to me where is the $15,000 that you claim that I owe? Please call Mr. Sharif A[redacted], manager of Ashley Furniture company Phone: ###-###-####, and clear this matter immediately. He wants to refund the money and you have him on recording stating this fact when I called from his office in Danbury during January of this year on a Saturday. Don’t know the exact weekend but I am sure you can chase down that recording. Please let me know what else I can do to clear up this matter. Your assistance is greatly appreciated. Thanks, [redacted]
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We have sent a professional furniture repair technician to the customers home the week of April 6th. The technician reported that the merchandise was not a manufacturer defect. However as a courtesy for the customer we placed an order to replace the damaged merchandise. Once it arrives the customer...

will be notified so that they may exchange the piece.

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.
I was told by multiple people within your company that they are able to deliver over the balcony. I was told by dispatch themselves that they could deliver it that way if they were notified ahead of time as they would have to make sure they had the proper equipment. I was insulted by multiple employees within your company and had to take off two days from work for the requested delivery dates. 50% is not fair, and I will continue to go every route I can to notify potential customers of the horrendous service I have received. If you are not willing to assist with the third party delivery fee than I am asking to have the 50% off a smaller couch if available and a free delivery by your company. This was not my mistake and the ball was dropped by your company in multiple situations. I am attempting to give you the opportunity to resolve.
Regards,
[redacted]

Dear Revdex.com,
 
I have emailed Sealy and Ms. [redacted] the photos needed from the mattress inspection.
 
Thank you for bringing this matter to our attention.
 
Sincerely,
 
Kris D[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Robert P[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. After further review of Mr. P[redacted]’s situation, our retail management has agreed to honor the discount of $100.00.  It will take approximately 3-4 weeks for Mr. P[redacted] to receive a refund check.  We do apologize that we will not be able to issue the refund in cash. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

[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 11901105, and find that this resolution is okay. I would prefer to have my furniture fixed, but I figure this will be the best I'm going to get from this business.
Regards,
Brent C[redacted]

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Ms[redacted]'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.Upon receiving this complaint we have been working with HomeStore Customer Care and the store to piece together the whole situationWhile we regret and apologize that Ms[redacted] had a poor delivery experience, we feel we have made a good faith effort to make the situation right with the customerMs[redacted] was refunded her delivery fee and the price of her foot board for her inconvenienceNothing further will be offered.Regards,BAAshley Furniture Corporate Office

Good Morning [redacted] and [redacted], As discussion was had with Upper Management we have considered two options for you:   The first option, we are more than happy to Even Exchange the 2 pieces in question for you.  We would bring out two new pieces and be taking the damaged items at the same time.   The second option would be an instore credit for the 2 pieces at 60%. The total credit back to you would be $1036.02. This will be an instore credit, only to be used in the Brandon Homestore.   In regards to your protection plan being refunded you would need to contact Guardsman (your Protection Plan company). They do prorate the protection plan for the number of years that you have had the plan. You would no longer have no coverage on any of your items.   The delivery fee refund will be nonrefundable.   Regards,   Ashley Furniture Industries, Inc.   Corporate Office   LB

Complaint: [redacted]
I am rejecting this response because:I purchased a bedroom set from Ashley Furniture in February of 2015. I was sold a brand new set that was to be picked up March 7th. The next day I received a call from Lee Dobbins informing me that the set was discontinued the following day. This was after I paid and set up the fiance for the bed and night stand. The footboard was damaged by an Ashley Furniture employee. I have tried to work on AshleyFurniture replacing the footboard. Which I was told they can't replace it because it is discounted. I also requests a full refund of the entire bedroom set after speaking with [redacted] and numerous members of Ashley Furniture. I never received any replies in regards to this. I was offered a $60.00 discount of the total cost of the bed. As well as no repair of the footboard that was damaged by their staff. Or repair of the footboard and no discount at all . Again this is over looking the original problem at hand. Which is that I was sold a brand new bedroom set and was given a discontinued bedroom set that was damaged. I am now requesting a refund of all the money I have given Ashley Furniture. I have been given the run around by Ashley Furniture staff. I am not satisfied with the service or the quality of the footboard that was damaged prior to me picking it up. Ashley Furniture wants me to pay for something I didn't damage. I refuse to do so. Returning the bed will leave me with an incomplete bedroom set. Which is something I can not do as well. I paid cash for the dresser the mirror and one night stand. I then paid the difference of the second night stand. The issue at hand right now is the bed and the damaged footboard. [redacted] stated she would help resolve this matter on my first complaint with Revdex.com. Then she turned around and stated the two offers listed. I am not satisfied with her offers and I refused her offer. I am not being stalked and have had people go looking for me at my job. As well as calls to my employer and visits to a family members house. Taking pictures of their vehicles and making threats to charge me with theft. Again, I mentioned earlier on that I was pregnant and was not going to stress out over thsi mayter. They have yet to refund my full amount paid. So I have refused to deal with them as well. This is a form of harassment and an attempt to take advantage of me as a consumer.
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.   Upon review of Ms....

[redacted]’s claim, on 4/27 we left a message for her to contact us back, due to we are needing photos of the furniture that is in her home that is peeling. Ms. [redacted] contacted us back on 4/28, and we provided her the information to where she needed to send in the photos to. She advised that she will send them over via email. On 5/1, we checked the account, and we found that no photos have been sent in. We then left a message on 5/1 & 5/3, advising that to proceed with this claim, we need to have photos of the damage pieces. We invite Ms. [redacted] to contact Ashley Furniture to proceed with this claim.   Regards,Ashley Furniture Industries, Inc.Corporate Office SK

We spoke with our customer this morning. We have agreed together on the resolution.

Hi Revdex.com Good evening! Hope all is well, just reached out to our guest regarding his request of returning a dining room set, guest will be sending in pictures for review no resolution was promised today, when spoke with guest.When pictures receive will review and get back to guest with a...

resolution. Thanks as always to bring to our attention.

Initial Business Response /* (1000, 5, 2015/07/20) */
Called and left a message for guest to review what is outstanding so we can attend to the concern.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I...

appreciate the Revdex.com for attempting to help me.
I am truly disappointed by Ashley Furniture on Stony Plain road. They did not resolve my issue before my mattress arrived (even though I gave them a full week).
After my Revdex.com complaint a tech was sent to my home.
He built 2 bed slats and 3 crossbars out of old wood.
The wood stunk up my room. 1 of the crossbars was too long, but he forced it into the frame by screwing it down-which split the wood. He left the hard ware that attaches one slat to a crossbar sticking out. So there is metal sticking up that could rip my new box spring. I put the wood on the deck to air it out. Which helped and I covered the exposed metal with duct tape. I tried to listen the screw where the tech split the wood.
[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.  Thanks for your help.  We have been contacted and they agreed to accept the return.  Thanks

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Brandon C[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 retail location has...

been working with Mrs. C[redacted] regarding her situation.  They have agreed to exchange her items for her.  The delivery is scheduled to take place this coming Sunday, October 9, 2016.  We invite Mrs. C[redacted] to continue to work directly with the retail location until the issue is completely resolved.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Thank you for your response in regards to your complaint with Ashley Furniture. I do apologize that you felt you had paid more for the wall décor. Our record show the customer was charged exactly $30.00 plus tax for the item and was refunded that exact amount. I am not sure why the customer feels they paid $40.00 for the item. I have attached a copy of the customers purchase history showing the amount paid and the amount refunded. In regards to the customers rug, they were never charged for the rug and they would not be receiving that item. That item was canceled off of the customers purchase history prior to the customer getting billed for it. Please review the attached document for all charges and refunds made to the customer.Again Ashley Furniture has refunded all amounts paid to the customer to Synchrony Bank where the customers purchase was finance through. Ashley Furniture is unable to do anything further with complaint.Regards,Ashley Furniture Industries, Inc.