Ashley Furniture Homestore

Hello, store management advised that this has been resolved and no further action is necessary. Thank You -

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 thank you for providing a breakdown. Your breakdown does not, however, match my original receipt and appears to have been falsely fabricated. You've also included notes that state that I would be picking up 3 wall décor pieces when on your message you said I only paid for two. You continue to add confusion and deceit to the matter and I will continue to pursue and fight this injustice. You will not be allowed to defraud me. I request to speak to higher management. Furthermore, you speak of cancellation request by me, while I have continued to ask for what is owed to me as part of a package that I was presented, sold, and purchased but has yet to be fulfilled.
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]

If I could give zero stars I would. We purchased a bed from this store in February of 2016. It is now October 2016 and we have had the worst experience with having the bed put together the right way. After having the delivery employees out six times they finally sent one of their technicians who told us the bed was put together wrong the first time (In February) because they grabbed the wrong part to the bed. Essentially it is a wooden bed and they grabbed a metal slat support that went to another bed which has caused our bed to break 5 different times. Due to this wrong part being used we have experienced our headboard splitting, the rails splitting apart and our bed being completely uneven to the point where if you sit down on one side, the other side lifts up and tilts you to the point where you feel like you are falling. I have called customer support more times than I can count and have taken off work to be home six times for them to fix it. To this day we still have a broken bed. I called the store where we purchased this bed and asked for a refund due to all the troubles and still having a broken bed and the manager said "that is not our policy." I will never go back to this store and highly recommend that people go elsewhere if you are looking for a bed that is safe. I am appalled at the customer service we have received and lack of competence this company has. Truly the worst experience ever.

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...

account, we have scheduled a technician to go out to repair the items on 4/02. Once we have received the report from the technician the customer will be contacted with 24-48 hours. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Our records show the guest has taken delivery.  It took a split delivery due to manufacturing delays.We apologize for any delays.  We have to work with the manufacturer's inventory and forecasting.  We try to give the manufacturer's best information at time of sale, but on occasion...

they miss their target date.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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.This customer voided the sale on...

5/29/13.  We never delivered furniture. The customer must have received their money back as this sale is from May 2013.Sincerely,Ashley Furniture Homestore – Corporate Office

Good Afternoon:
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 Mrs. [redacted]’s complaint, we found that she did sign the Ashley Furniture Homestore Packing List when she picked up her items at the warehouse location. She did make a note on the pickup receipt regarding some damage, however Mrs [redacted] did take the furniture with her. The customer has now moved from Florida to Georgia which voids the warranty on items per our Terms and Conditions.
Our Consumer Affairs department has determined that since the customer did move out of the area she will need to purchase the parts and hire a technician to install.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
LB

Complaint: [redacted]
I am rejecting this response because:
First of all I am a he not a "she", this shows the level of awareness of Ashley furniture, secondly I have been told for the past month and a half someone will call someone will show up, no-one has ever called. Now that I made a Revdex.com complaint someone was finally sent out to my house yesterday. The technician told me he was ONLY sent out to fix the staples that are hanging out all over the couch, (the same staples that cut open my 1 year old sons foot). This is frustrating as this was ONLY PART of what is wrong with the couch. This company does not stand up to their warranty, I spent $250 on their warranty that was supposed to COMPLETLY cover the ENTIRE couch yet it is in horrid shape and they have done nothing to correct the situation. I spoke with the technician and told/showed him everything that was wrong with the couch and he could not believe the poor quality/workmanship of this piece of furniture. His exact words were "all the items that I showed him, (broken pieces of framework inside the couch, staples hanging everywhere, cushions that are all flattened out, the cushions up by your back are all flattened out, springs completely broken, are all 100% MANUFACTURERS DEFECTS" that means Ashley is at fualt and sold me defective furniture. He said there were no signs of neglect, this was clear cut defective furniture, he also saod he has to send report in amd what would happen is if Ashley WANTS TO they can accept liability and then would have to mail me the oarts and he would come back and fix it, but that he is only the contractor and that he doesnt want me to be mad at him if they deny this claim as he has no say in the outcome. He also said word for word "he has to rebuild ALMOST the ENTIRE COUCH", thats how bad of shape its in. As I stated before 6 months after I received this sectional these problems all showed up and at the time I was working two jobs was going to school full time 5 days a week after work, had a high risk pregnant wife, and through all this Ashley kept giving me the same runaround I'm getting now telling me we will send someone out and we will call you, but never did. Because of my schedule at the time I was forced to stop pursuing them as I really didn't have time. I called the corporate office two months ago and was told that the springs are NOT covered by any warranty and are a "normal wear and tear item yet on their website they say they are warrantied for 5 years!!!
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Scott 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. We regret to hear that Mr....

C[redacted] is having issues with his furniture.  We invite him to contact our Warranty Center at 800-240-3440 to further discuss the situation.  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 review of...

Mr. [redacted]’s claim, we have reached out to management at our local retail store location. They have advised that a refund was processed on 5/18/17. The refund amount will reflect to Mr. [redacted]’s account within 30-45 days. We invite Mr. [redacted] to contact the retail store location for an update on the refund that was processed.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

In reference to customer [redacted]..
 
This complaint...

is against the wrong store location, this customer purchased from our Bear, De location, not Elkton Md.
 
Our sales representatives do not tell customers if items will fit in their home or not, the sales associates have not been to the customers home, so not only do they not know the obstacles the delivery team will come across taking the items to a room, but they also do not know the measurements of the customers home. It is not our sales associates responsibility to do the measuring for the customer and to determine if it will fit in the home or not, that is up to the customer to do.
At the time of the purchase the customer was told if she wished to cancel her order she had to do so within 24hours of the sale or there would be a 40% restock fee, not only is this verbally stated to the customer but we have the policies listed on the back of our invoice where we have the customer read and sign stating they have read and agree to the terms of the sale.
At the time of delivery it was then decided that the product the customer ordered would indeed not fit where she would like it to go and the customer declined the order and sent it back to our warehouse. With the item being declined, and the customer not accepting the order, this is taken as a cancellation since she is not accepting the product she purchased, and with a cancellation there is a 40% restock fee which was gone over with the customer at time of purchase.
The customer can use the 60% towards another item that will fit in the room she desires, but she will lose 40% of the product she cancelled on 7/25/2014( date of delivery) due to the polices ( that were verbally stated and listed on the back of the invoice) of the sale.
 
Thank You,
[redacted]

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 review of Mr. [redacted] claim, we would like to get some more information regarding the sofa that has damage to the arm rest area. The damage that is on the arm rest is it peeling? If it is peeling, we know that pictures were sent in to our Customer Care Department, but we would like to have recent photos sent to Ashley Furniture again. If Mr. [redacted] can send photos either by email or text that would be very helpful. Also, we would need a photo of the serial number that is on the sofa unit.   Ashley Furniture is asking for 3 photos of the unit. The armrest area where the damage is, another photo of the area that is a little bit far away from the damage area, and last picture of the whole unit. To text in the photos it would be 608-350-1754 attention [redacted]. If Mr. [redacted] would like to email the photos, email address is [email protected]. Same thing attention [redacted].Any questions with sending in the photos we invite Mr. [redacted] to contact our Customer Care Department at 1-800-477-0097 for assistance.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Complaint: [redacted]
I am rejecting this response because: Nothing has been resolved as to the multiple days of missed work, the lack of communication from the store or the rudeness by the store management. 
Regards,
[redacted]

Thank you for the update on [redacted]’ Complaint.  We did reach out to management again at the retail location.  Management from the retail location advised Ms. [redacted] that she could come into the store and pick out a dining table and they would take $400.00 off of that table.  Per Management they did not offer money back just money off of a new table. At this time we invite Ms. [redacted] to contact her retail location to discuss further the amount off of the new table. 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. I received the funds that were due back to me, for the items I never received.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hello Revdex.com, Good Evening! Hope all is well, called guest spoke with mrs and apologized for her inconveniences, in response to guest rejection went over the offer with guest.The resolution offered previously are:$750.00 store credit towards the purchased of a new living room set and free delivery towards new purchase. Guest was never advised the it will be $100.00 for delivery , was advised what the cost of the delivery we will cover. Guest further advise unable to accommodate to give check, it will be a store credit only towards a new living room purchase. Thanks as always to bring to our attention.

Again, we apologize if the consumer felt he was mislead.  It is not a common practice of ours.  We are happy to assist the consumer in any future purchases and will make sure he is very clear on everything.