Ashley Furniture Homestore

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 working with the retail...

location, we have offered Ms. [redacted] a reselection of the bunk bed and mattress.  We are awaiting a response from Ms. [redacted] regarding the offer.  We invite the customer to contact the retail location to accept the offer. Regards,Ashley Furniture Industries, Inc. Corporate Office AB

At 65 years old, this is the worst company I have ever dealt with. Bought several pieces of furiture from store in Dover. Could not accept delivery of table and chairs due to mark right across top of table and chairs rocking badly. Called store and they agreed I should not accept it or let drivers go until issue resolved. Told Customer Service would call us, never did nor would they return our calls. Spoke with Store where I purchased and paid for items. They said they don't get involved or issue refund. When I protested, they said someone would get back to me. When they didn't and I called again, they rudely hung up on me. Had to file complaint with my credit card company who credited my account in my favor since Ashley did nrespd to them either. Then Ashley showed up with replacemnt furniture but did not have screws for table. Delivery men said they would go to store to get them and be right back - 4 hours later. When they delivered items the first time, it was very cold day and had trouble starting trucks, I called twice and they assured us they were still going to deliver that day. Waited until 9:15 pm, before someone called and said they could not make it, "maybe" tomorrow. You have to sit home all day and wait. I am still waiting reply re some of the stain missing from top of large TV stand - it has been a month.

[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]480-292-2139dick[redacted]@aol.com

I paid a total amount of $538.47 on 4/10/16.  This amount included the bed (3 parts), the delivery fee, and the taxes.   6/12/16 the delivery men came to deliver the bed and broke it in the process.  6/14/16 the delivery men came back to deliver a new bed they had the wrong bed on the truck.  I had already missed one day and two hours of work due to the issues.  After going to the store I found out that the sales lady did not sell me the correct bed in the first place.  I asked for a platform bed.  A salesman said the only other platform bed that was around the same price was not made well.  I was given 3 options.  1) Take what I purchased 2) pay 60 more dollars for bed that I would of also needed to purchase box springs for. or 3) receive my refund.  At this time I was told I would get my entire refund in 6-10 business days.    I received my check 5/23/16 for $464.28.  $74.19 less than what I paid.  I never received a complete delivery.  I have no idea on how I am to receive a delivery of merchandise that is inadequate, broken and not what was purchased.  I should pay for a service that was never completed.

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 [redacted]’s...

complaint, we have reached out to upper management.  Management has advised that the bar stools [redacted] had ordered are online exclusive items meaning they cannot be ordered in the stores. Store personal cannot go online to place an order for a customer as they would need access to personal information including credit card information. Online purchases would have to be made by the customer themselves. We apologize for any inconveniences this has caused, however at this time if [redacted] is wanting the bar stools he would need to go online and place the order himself. Regards Ashley Furniture Industries, Inc. Corporate Office KC

[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]

[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 situation.  The retail location had spoken with Mrs. [redacted] on 1/4/18. Mrs. [redacted] was advised that the in store credit would be increased to $1875.00. Mrs. [redacted] advised that she would speak to her son about the credit and asked for a follow up call within a couple days.  Our customer service tried contacting Mrs. [redacted] again on Sunday 1/7/18 and again on 1/8/18 but was only able to leave a message.  The items in question were originally delivered in 2013, there is only a one year manufacturing warranty on the items. That manufacturing warranty expired in 2014.  Since there is no warranty on the items in store credit is all that we will do as we cannot do a refund for items that are 4 years outside of the warranty. We again invite [redacted] to contact the retail location or customer service to discuss the in store credit. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

We are so sorry for the long delay in getting your refund processed.  It does appear that the store reprocessed your refund of $3496.20 on 4/17/2017.  My hope is that it has finally shown up on your American Express Card.  Please advise if in fact it has been received and if you need further assistance.Regards,Ashley Furniture Industries, Inc.Corporate Office SC

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.]Good after noon!as of today I have yet received the 2 legs that I'm missing from my night stands 2 weeks later.. You would had thought that they would had send that overnight after all the troubles I have had with them...
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.   While Mr. [redacted] did...

purchase his items through the RAC program, Ashley Furniture Industries Inc., would like to address the issues he is having with his purchase.  We would need the following information to locate his account and items in question.   Sale Order Number Item Id’s (located on each unit) Serial Numbers (located on each unit) Photos documenting the issue   Once we are able to locate the sale and items, we would be happy to discuss a resolution with Mr. [redacted].   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 Ms. [redacted]’s...

complaint, we have reached out to upper management at the retail location she purchased from.  The retail location, as well as the Regional Manager for that location are working together to assist Ms. [redacted].  The Regional Manager has left a message for Ms. [redacted] to call him back to discuss.  At this time we invite [redacted] to contact the Regional Manager back to discuss resolution. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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.We have contacted [redacted], the contracted delivery service used for the customer's deliveryWe have asked that they get in contact with their insurance company and speak with the customer today to discuss the In- Home damage (IHD) issue.Sincerely,**Ashley Furniture 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.
Sincerely,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’s. 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 upper management at our retail store location. They have approved an in store credit, and a new sofa sleeper is being delivered today the 30th.   Regards,Ashley Furniture Industries, Inc.Corporate Office SK

The set the customer purchased is what the call " Old World" this set has distress marks, it is how the set is made, they are not defects, it is how the set is made. When the table was returned to the customer for the second time, there was absolutely nothing wrong with it, the customer just did...

not like the distress marks, but again, that is not a defect, that is how the " Old World" set is made. but the customer did not like the marks and did not like that he would not be Compensated ( we could not talk compensation with the customer until after the customer had received delivery, the customer had to give us a chance to make the order correct) so the table was refused for a third time.On the Third delivery the customer did receive a new table and received the arm chair, both the arm chair and the table were fully inspected by our service technician to make sure there were no factory defects or damages, and there were not, both items were in good condition and were delivered to the customer. The customer again, found distress marks( which again is how the table is made, this is not a factory defect or a damage, it is how the table is made and is up to Ashley manufacture standards) the customer was told this time, that if they were going to decline this new table, that they would be charged a 40% restock fee. We would not force a customer to keep an item that was defective, if the table was not up to Ashley manufacture standards then we would allow the table to be brought back and get the customer yet another table, but there was nothing wrong with the table, it is how this grouping is made. The customer also did not like the arm chair and declined the delivery of that as well. The customer did however allow us to order a part for the chair to be shipped to the home for him to examine and approve.

Hello Revdex.com, Good evening, Hope all is well, spoke with guest yesterday and apologized for all guest inconveniences and guest request for the order to pick up on Friday 6-3-16.Resolution, we are picking up guest order on Friday 6-3-16 as requested on so# [redacted]. Guest will received a full...

refunded. Call guest again today , and spoke with husband stated guest not at home, left my direct phone number for guest to call back if need any further assistance.

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 situation, we have reached out to our retail store location upper management. They have offered to exchange the mattress. This exchange would be done as a courtesy, due to the damage on the mattress is not a manufacture defect.    Ashley Furniture will not be authorizing a refund for the mattress. We invite Ms. [redacted] to contact the retail store location where she purchased, to have the exchange processed.        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.
We do not want to see this closed until we have realized resolution.  I am traveling in the Phoenix area at the moment, but will return next week.  I spoke to my wife and asked her if anyone apologized.  She said that [redacted] did in a very sarcastic tone.  I still want to talk with the CEO or an officer of the company.  I just don’t know how anyone is allowed to be treated the way we have been treated and stays in business.  We are hearing that this same thing has happened to at 3 other people in our community.  [redacted] also accused my wife of lying by telling her that what she was saying couldn’t be true, because his salesman has worked for him for years and would never make the representations she was saying he did.  Funny, what the Salesman was saying when we bought the furniture regarding his management showed that he was disgruntled.  We felt bad for the salesman when we were trying to work with him on the sale.  When he introduced the manager, he was short with us in his conversations, which was a red flag to me, but we trusted the Salesman at the time.  The same sales person that we were told was at lunch several times then later in the day told, “oh he left for vacation this afternoon.  We have been lied to, accused of lying and had the poorest customer service that we have ever experienced.  I believe this should stay open until we see actual resolution. Thank you for your consideration. [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.]I have spoken with synchrony and they have advised me that a refund request has not been processed by Ashley.  I need this transaction to be removed and this matter resolved in a timely manner. 
Regards,
[redacted]