Ashley Furniture Homestore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], Ashley's did give us credit for the old set, and we purchased a new set, but of course it cost us thousands more.  We are very weary still at this point, and hope what the Senior Customer Rep stated proves to be the case.  At this point, although I feel they could have done more for the major inconvenience and disrupt, the resolution is okay.
Regards,
[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.
Although the business policy states that they are not responsible once I pick up the file cabinet, there is no way that they can determine that there employees did not damage the file cabinet when putting it back into the box to repackage it or when they loaded it into my car.  Furthermore, the crack on the underside of the top corner of the cabinet was found immediately upon taking the file cabinet out of the box.In addition, I paid for a NEW file cabinet.  The fact that they had a wood technician fix the file cabinet at least once shows that I received a repaired file cabinet not a new one.

Revdex.com:
This whole process was actually handled by me with the help of 2 great employees from Ashley. Aside from that, this should never got to the point where I had to handle the process and the process taking 5...

weeks! Ashley should have handled it to from the beginning rather than making excuses. 2 great employees that stood out and actually helped me during this process is [redacted] - he gave me status updates and contact me during the process. [redacted] - at the Ashley store in [redacted], TX she scheduled the pick up and refund. Other than those 2 employees, everyone was rude and unhelpful.

Dear Revdex.com,We have received no response from our attempts to contact our customer directly. Please convey to our customer that the “rails” which we have had scheduled for replacement include the storage (they are part of the same item from the manufacture). We realize that our customer is unhappy with us, we have offered the promotional store credit in lite of that.  Several discounts have already been provided, we will not issue an additional discount.  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.We offer scheduling of delivery services from Tuesday through Saturday each week in most areas until our maximum capacity for deliveries is reached on a given day.  Any customer may contact us and chose a day that best first their personal schedule.We are still willing to provide the exchange when our customer is ready to schedule this delivery, or the rails may be exchanged at our local warehouse.Thank you for bringing this matter to our attention.Sincerely, [redacted]
[redacted]  [redacted]

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding Luis [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.After further investigation of the Mr....

[redacted] complaint, we did change the route that he was on for that day. This caused his delivery time frame to change, likely because of added or removed sales for delivery that day. This in effect would mean that we had to find a more efficient rout to take for deliveries.  We apologize for any inconvenience that we have caused. For the troubles, we would like to offer a refund of your delivery fee in the amount of $69.99 plus tax. At this time, we would like to invite Mr. [redacted] to call ###-###-#### if willing to accept this offer. Regards, Ashley Furniture Industries Inc. Corporate Office **

[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]

Complaint: [redacted]
I am rejecting...

this response because: I was never at any time "contacted and told about her refund check being issued and available for pick up at the [redacted] Store Location." I was told that the refund check was NOT processed and when it was it would be MAILED to my address. 
Sincerely,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Joanne [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. At this time, Ms. [redacted]’s purchase...

has been cancelled and the monies have been returned to her American Express account.  We invite Ms. [redacted] to contact the retail location if there are any further issues. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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.
The issues has not been completely resolved yet. The sectional keep on breaking. Still the repairs were not done even after about one month. The portion that has scratches was not replaced and the cup holder is not working. The only thing they did was that they offered $400.00 discount for lying that the sectional is made from real leather (it is actually made from bonded leather). I went to their shop to look at the other sectionals that are made from real leather. We did not like any of those designs. We had no choice except to accept that discount.Thanks.

Thanks Gery for resolving the issue professionally [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]

Good Evening,Ashley Furniture HomeStores offers different financing options for our customers.  Once a specific company is identified that meets the needs of the customer, the terms and conditions of that finance agreementare administered and managed by the finance company.  In this...

case, any late charges would need to be discussed with the company that financed [redacted] sale because those payments are made to that company and not through Ashley Furniture HomeStores.  We will be happy to offer any assistance if requested. Thank you,Ashley Furniture HomeStore

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.   Upon full review of Mr....

P[redacted]’s concerns, it was determined that the items Mr. P[redacted] purchased was one of our “Smart Buys” which cannot be combined with additional discounts.  A “Smart Buy” is already a discounted offer.  This information was disclosed in the catalog Mr. P[redacted] received.  We apologize for any confusion but we will not be able to extend any further offers.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 are not satisfied with the response.  We have not received the replacement back of the chair.  It was originally shipped and the one that was shipped was damaged.  Then they sent the attached one damaged as a replacement.  Please send replacement back of char.
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.
However, only one small change, please see attachment. Ashley agreed to refund $762 as per pro-rata basis. I also spoke to Bibi from Ashley customer service and she confirmed that the refund check will be for $762.
Regards,
[redacted]

[A default letter is provid** here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have review** 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 contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Edward [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 found that the delivery was made on 11/1/17, and Mr. [redacted] contacted our Customer Care Department on 11/10/17. When items are accepted in the home, we do go through the process of ordering parts, and scheduling a technician first. A technician was out to Mr. [redacted]’s home, and reported back that parts were needed to be ordered to get the unit up to manufacture specifications. Parts were ordered on 11/17, and they are to arrive to Mr. [redacted]’s home approximately the week of 12/11. For the compensation that Mr. [redacted] has gone through with the furniture he received, the management at our retail store location has waived the delivery fee of $149.99.   We invite Mr. [redacted] to contact our Customer Care Department at ###-###-#### when the parts do arrive, and we will schedule a technician to install the parts at no charge to Mr. [redacted].   Regards, Ashley Furniture Industries, Inc. Corporate Office S*

Date: 9/14/16
Revdex.com
Complaint Department
 Thank you for contact Ashley Furniture Industries, Inc. in regards to your situation. We do regret to hear of your dissatisfaction and want you to know we take these matters very seriously.
Upon review of the customers claim it was stated that the...

customer has received all of their furniture except for the 3 pack of tables. The tables were refused last due to not being in the package. Our warehouse team could not find any defects on the furniture besides the customer requesting they be delivered in the packaging. The customer is also rescheduled for delivery for 9/16/16. If the customer is wishing to cancel the tables and receive a refund for those items we would be more than happy to do so but due to the fact the customer has had the rest of their furniture in their home with no defects for over a month now we would not be able to process a refund and a return for those items.
Please let me know if you have any questions or concerns.
 
Regards,
Ashley Furniture Industries, Inc.
SL

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 our retail store location management. They have submitted the refund on 5/15/17, and the customer should have the money back into his account within 30 days. We have attached a copy of the refund receipt. We invite Mr. [redacted] to contact our local retail store for an update on the refund.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Our records indicate that on October 29, 2016, our delivery team picked up the Harlinton Bed series and replaced it with the Molanna Bed Series.  We feel this should resolve [redacted] concerns.  Should the customer have any further concerns, we invite them to contact the retail location. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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. There are discrepancies with the entire chain of events but we are VERY grateful to Ashley for picking up everything and allowing our return/refund.  We never intended to make things difficult but the health issue could not be helped.  Our larger concern right now is Ashley has not conveyed the refund information to [redacted] bank.  The purchase was financed through them via Ashley.  We called them today at ###-###-#### and spoke with Simon.  [redacted] records indicate we have a balance of $7883.56 and we need that taken care of.  We respectfully request the case remain open until the refund issue is fully resolved.  
Regards,
[redacted]-[redacted]