Ashley Furniture Homestore

We were unable to match the provided contact information to a current account to find a phone number, so we have attempted to reach our customer by email directly. We can also be reached at ###-###-####. Thank you!

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. Upon full review of Ms. [redacted]...

situation, we do apologize for any inconveniences Ms. Le has experienced.  Ms. Le is scheduled to have her TV stand delivered tomorrow, Saturday 1/21/17.  We apologize for the delays in our product supply.  In regards to the rug, Ms. Le has been working with the retail location.  The rug was removed from Ms. [redacted] sale on 1/17/17.  Should Ms. Le have any further issues that need to be addressed, we invite her to contact the retail location.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Complaint: [redacted]
I am rejecting this response because Ashley has not confirmed the time of pick-up to be before noon on Friday, June 3rd. I am having a bed from another company delivered between 12-4 and need the room cleared before they arrive. This entire issue has caused my family and me a lot of inconvenience to a fact that my 95-year old grand mother has had to sleep on a mattress on the floor to avoid falling off the bed. I had to call out of work a few times because of this. I cannot disassemble the bed and move it myself so I need Ashley to pick up the bed before noon on Friday and provide a full refund immediately.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  That is absurd! We were home all day on both days. When I called to comfirm the 14th I was told by the Homestore that they and the warehouse had no comfirmation for the 14th, so why did they supposedly come on the 14th if we were not on the schedule? (They were not here on the 14th) When I called them because they didn't come on the 20th I was told they didn't come because my appt. was for the 22nd not the 20th!  Not true, I confirmed the 20th with them the night before. Lisa called on the 22nd, at night, and said they didn't come because the truck broke down so we rescheduled for the 27th. Today is the 27th and we have a snow storm I don't expect them to come . They can pick any time and date they want to come but I want an e-mail confirmation from them to my e-mail address and a CC to the Revdex.com.
 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.
Please understand my frustration, I will not close this case or complain until I my  defective mattress get replace with good ones. I just called today  to set up another appointment, I spoke with Collin in customer service (Ashley Furniture corporate). She did asked some questions about the mattress, but she said I had to contact [redacted] company ###-###-####. So why Ashley furniture is misleading me to call them if they are not even going to send out a technician. I have been complaining about this problem to Ashley Furniture for the past 2 years and now I need to contact [redacted] company. I am very disappointed.
 
[redacted]
 
MESSAGE FROM BUSINESS:
Date: 1/8/15
 
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 complaint I do not see that Ashley Furnitures Customer Care department has been contacted by the customer. In early Sept. 2014 the [redacted] location the customer purchased from had switched owners. As part of this change the corporate office is handling the manufacturing warranties for customers who purchased from this location. We would be happy to send a service technician out to take a look at the customer’s mattress but the customer would need to contact customer care @ ###-###-#### to get that appointment set up.
 
Please feel free to contact me with any questions or concerns.
(Reference SR# [redacted])
 
Sincerely,
 
Ashley Furniture
Corporate Office
=

Thank you for allowing us the opportunity to work with Ms. [redacted] to resolve her complaint with Ashley Furniture Industries, Inc.  I believe we have finally addressed all her concerns.  A refund of $149.99 was processed on 4/1/2017 for her GBS Protection Plan.  In addition to this; the Yorba Linda store has processed the $200 Gift Card that were promised to her. Please let us know if we can be of any other assistance to her.  Hopefully we will be able to bring this complaint to a resolution. Regards, Ashley Furniture Industries, Inc. Corporate Office SC

Complaint: [redacted]
I am rejecting this response because, Regarding my A/C it is kept on 72 or lower and during the winter the A/C is mostly on because that's the way my husband prefers it. So the A/C is not the issue. I wipe dust polish my furniture on a regular basis, so again that's not the issue. (I wish someone would could come out to my home and take a look at it for themselves. The first issue was 2014 and it probably started before then I just didn't notice it. There is no windows surrounding the furniture for sunlight to hit it. It's just a shame how only that middle part is the only issue of two backs and a third one getting ready to start. Again there are 6 pieces, if the price hasn't gone up from $150. We are talking about  $900. I have a green sofa recliner over 10 years old and nothing wrong with it and we use that everyday and sleep on it paid about  $799.I did receive a letter from Ashley today saying; I'm sorry for your frustration with your purchase of Ashley Furniture. The letter went on to say; I'm concerned about your situation and since all issues as yours need to be handled on retail level, I am forwarding a copy of your letter directly to the [redacted]  ** Home Store for further review. So I guess I will wait to see what they will do.This furniture should have held up much longer than this. If I had kids, dogs, use it as our regular furniture then they wouldn't have heard from me....but that's certainly not the case here. I feel as though I have thrown hard earned money out the door. Nothing in my house  is raggedy or damage but this sectional and I am very dissatisfied .
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, In. 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.   After careful review...

I do see we had a tech come out to the home to inspect the items but due to stain on mattress that does void the warranty. Also mattress was not set up so tech could truly inspect the item. [redacted] only paid $79.99 for mattress protector and $373.86 for the mattress. I am working with store to see what they can do to assist [redacted]. Regards,Ashley Furniture Industries, Inc.Corporate Office LB

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.   After review of Mrs....

[redacted]’s complaint, we have reached out to upper management at our retail store location. Our management team at the store has advised they have put the placemats on order in addition to sending gift cards directly to Mrs. [redacted]’s home. The placemats have been shipped via UPS with a tracking number 12X541R90291478609.       Regards, Ashley Furniture Industries, Inc. Corporate Office AK

Hello Revdex.com, as of today 1/3/2017, my compliant has not been resolved. No one from Ashley Furniture has reached out to me resolve this matter.  Im happy to update once this is resolved. Thank you for your time  [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 receiving Mr. [redacted]’s...

complaint, we have reached out to upper management at the retail location.  Per management the customer wanted the store to do a price match from a competitor. This is not something Ashley Furniture does. Store manager [redacted] spoke directly to Mr. [redacted] and approved the price match even after telling him that we do not honor other websites prices other than our very own Ashley website. Customer was never advised he could get free delivery. When Mr. [redacted] came into the store, he was demanding free delivery to finalize the payment.  He was very agitated with the customer service rep to the point she was shaking. Another representative who was helping with the situation was also assisting another customer when Mr. [redacted] came rushing up to her and was very loud and demanding that he deserves free delivery. The customer service representative advised she was going to make a call due to the now very heated situation. Since the rep was finishing up with her customer, [redacted] decided to finalize the sale with the agreement that if he wasn’t getting free delivery he was going to cancel the order.  After discussing with upper management they came to the conclusion they would not be offering both the 40 % off and free delivery at which time he said ok, but threatened he was going to get his delivery free one way or another.  At this time we invite Mr. [redacted] to contact his retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc.Corporate OfficeND

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]

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 Ms....

[redacted]’s concerns, our retail location has advised that they would contact Ms. [redacted] to discuss the situation and issue a refund.  We invite Ms. [redacted] to contact the retail location with any questions or concerns. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Initial Business Response /* (1000, 5, 2017/11/14) */
There are conflicting stories as to what happened. However, we have offered on multiple occasions to send a technician to remedy the situation. He has refused our [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2017/11/14) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Email from Builder FWD:
[redacted],
I'm following up regarding our discussion of floor damage by Ashley's delivery crew. Since this product requires a floating/interlocking method of installation, it is impossible to remove and replace a single board. Due to this type of installation the floor has to be removed from the nearest start point back to the area where the damage is located. I have only had one other client with damage of this nature and that job required total replacement of many of the boards due the tongues breaking during removal and therefore, it is impossible to give you a firm number, however, that job came to $1,200 for replacement. I hope this helps.
Best Regards, Helen
Helen [redacted]
President
[redacted] Inc.
(XXX) XXX-XXXX
Final Business Response /* (4000, 15, 2017/12/01) */
The customer stated that he did not see the drivers damage the floor board and drivers were not made aware of any damage made to his floor board while they were onsite making the delivery. They have stated that they blanketed the floor during the delivery. The photos that he has sent show superficial scratches to a floor board of which he has submitted a general statement from his builder not even an estimate with pictures of the actual damage to his floor. We again will are making a good faith gesture by offering to have a technician make the repairs to the floor board damaged.
Final Consumer Response /* (4200, 18, 2017/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WOW, Lie after lie way to go Ashley Furniture. Where exactly I made such statement that I didn't see the drivers doing the damage or I didn't notify the drivers about the damage during delivery. Please read the entire initial report from beginning before relying. Drivers did use the blankets ONLY AFTER they scratch my floor. Your drivers wrote on the delivery sheet (attached) word "SCRATCH FLOOR" and they called their supervisor about the damage at that time. Builder did talk to the installer about the damage and it's $1200. That is wrong business practice ASHLEY FURNITURE. Accept the responsibility for the damage.

Dear Revdex.com,We have made contact with our customer and advised that we are re submitting the refund and should take an addition 10 business days to reflect on the financing account.If you have any questions, please let us know.Thank you,
[redacted]
[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.Ashley Furniture had another delivery yesterday to replace the damaged couch. Unfortunately, like the previous several deliveries, the couch that they send to replace the damaged one was also damaged. I don't know how many times they will keep doing this. It is just so frustrating and disappointing dealing with Ashley furniture. I hope that this experience of ours will make other cosumers to think twice about buying from Ashley Furniture. For sure us and our family and friends won't be doing business with them in the future. 
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience the merchandise availably has 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 contacting our customer to schedule delivery for the soonest available time.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, [redacted]Office of the President

Thank you for making us aware of Ms [redacted]'s concerns.   The extended protection plan covers incidents, ie, accidental damage, not issues that would surface over time from use.  She should have a policy in hand which clearly describes what is and isn't covered. [redacted] is...

bound by this policy, as well as the customer, and this is what we rely on for coverage.  We regret if there was a misunderstanding or miscommunication of coverage.It is accurate that if the policy is not used within the coverage years the customer can request and receive the amount they spent as an in-store credit to use toward another purchase.I will get in touch with Ms. [redacted] to discuss.Thank you![redacted], Customer Service ManagerAshley Furniture HomeStore[redacted]

Hello,  We have been in contact with Mrs. [redacted], and are addressing all of her concerns at this time she has chosen to reselect to a different set. We sincerely appreciate her business and will continue to work with her until she is happy with her purchase. Michelle C[redacted] Senior...

Customer Service Manager

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.
Please be advised that I only rejected the response because I was given 10 days to answer and I would not like the complaint to be closed at this time. I indeed chose other sofas and they are going to deliver tomorrow Friday, May 29. I will write back once that I have the new sofas at home.I only would like to emphasize for now that I owe an apology to the manager [redacted] because I did not mentioned him on my first message. He was in the store when I first bought the sectional and sofas and he was really nice. Now that I returned to the store, [redacted] was there; I thought he was going to apologize for causing this issue, but I see that it is not part of his personality. [redacted], on the other hand, is very polite and nice person; his personality makes you feel comfortable. I am very happy that he was assigned to help me in the re selection of the sofas. My wife and I had said that we would never buy again in that store. It turned out that we spent another $517! He is definitively a person that can do business.
Regards,
[redacted]