Ashley Furniture Homestore

Thank you for the update to Mr. [redacted]’s situation.    Upon a full review of the situation and the
discounts already given, we will not be able to offer the customer a refund of
$800.00.  The customer was charged
$795.68 (includes tax) for the dining room set. 
A discount of $500.00 was applied leaving a remaining balance of
$295.68.  The discount of $500.00 only
applies towards the dining room set. Our records indicate that we have not
delivered this product to the customer. 
If the customer wishes to cancel the dining room set, we would be more
than happy to refund the remaining balance of $295.68.   This is all that remains left to be refunded on this grouping because of the applied discounts.  Ashley Furniture will not refund more than what the customer paid for the set.  If the customer would like the dining room set
to be delivered, we can arrange that as well. 
 
The customer is more than welcome to contact the retail
store to either cancel or schedule the new delivery.
Regards,
BA
Ashley Furniture Corporate Office

Good Evening,Thank you for responding. We can document the account that you have been approved for the Ashley Cash Card. When you are ready for the card to be issued, please call our Corporate Care Office.We will issue the Ashley Cash Card for the original price value of the protection plan ($299.99), this Ashley Cash Card can only be utilized at one of our franchised locations and once issued the Ashley Cash Card will expire after 6 months.Ashley HomeStore Customer Care-[redacted] We appreciate the opportunity to resolve this matter. Have a wonderful Friday

Hello Revdex.com, Hope all is well, sorry for the delay in response, confirmed with mrs at ###-###-#### that she has received the credit of $122.00 and she is not expecting any other resolution this has been resolved. Resolution, please confirm and close as resolve. Thanks as always to bring to our attention.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ernest [redacted]s’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...

situation, our retail management made contact with Mr. [redacted].  It was agreed upon that Mr. [redacted] would keep the loveseat and the retail location will refund the price of the loveseat back to the customer.  Should Mr. [redacted] have any further questions, we invite him 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 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.]
Regards,
[redacted] They contacted me and apologized asked me to go in and pick a dining set and they would give me $450 off. Mike said go in and ask for him, I told him what time I'd be going in. Me and my husband showed up at the time we discussed and Paul greeted us I told him we had a appointment with Mike he said he was there he called him twice. We told him we would wait for Mike in dining area.  We were there a good 20-30min he never showed and nobody came to talk to us so we left. This has been the same treatment all over again. Ridicilous, they have worst customer service ever.

Hello Revdex.com,Good evening, Hope all is well, reached out to guest and was unable to get in touch with guest, left a detailed message with call back  number.Guest had delivery in January 2017 and when informed us of his concern, we have advised him that we are going to order parts to...

address. The parts were ordered and show that guest received one set today 10-13-17 and the other set will deliver week of 10-16-17.Resolution, when guest receive all parts need to please give us a call and we will schedule a craftsman to install, parts ordered at no charge to guest as well as labor will be free. Thanks as always to bring to our attention.

Date: 12/31/
Revdex.com
Complaint Department
Complaint ID: [redacted]
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe do regret to hear of
your dissatisfaction
After researching
the customer's complaint it is to my
understanding that we do not manufacture the customers bed with rounded edges
We have tried to deliver a more satisfactory bed to the customer multiple times
and they are not happy with the bed
At this point we would be willing to offer a reselection to the customer to
find something else in the storeWe would pick the bed up when we deliver a
new oneWe would not be able to deliver a bed with rounded edges since this is
not something we make and we also will not be able to offer a refundIt will
be up to the customer if they would like to select the reselection and I would
be happy to get that enteredPlease let me know if this is something you would
like
Please feel free to contact me with any further questions
or concerns
(Please call customer care and reference Stoneledge
SR#[redacted])
Thank You for giving me the opportunity to respond to
this complaint
Sincerely,
Ashley Furniture Industries, Inc
Corporate Office
**

[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]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID 10819325 and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I realize my loveseat will get here. Was told it would be end of Sept, now it's October?I don't feel that the business response is enough for all of the trouble we have been out through, and that their way of doing business Has not changed, despite our complaints.  I have lost income, time with my family and have spent hrs calling to rescheduleDeliveries, which is their job. I feel compensation is an appropriate requestFor my time and stress. I do not accept just an apology.
Regards,
Rebecca T[redacted]

I apologize for the issues.  Apparently it took some time to nail down a technician to assist in the area you moved to.  The warranty does cover you if you move, but if no technician is available that could add time to the process.I believe you have been in contact with corporate customer...

service and they should be able to assist you.

[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: Complaint was intended to go to Ashley Furniture Industries. Accepting response to close out and open new complaint with company headquaters.
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]

Dear Revdex.com,Please convey our apologies for the inconvenience the order inaccuracy has caused our customer.  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.   We value our customer’s feedback and will thoroughly examine the described events.We cannot authorize the return of any mattresses or bedding accessory after it has been in a customer’s possession overnight.  That being said, our customer’s satisfaction is important to us.  As a gesture of goodwill to our customer we have agreed to provide three additional pillow protectors of the correct king size. Thank you for bringing this matter to our attention.Sincerely,[redacted]

Thank you for the update on James’ situation.  We again reached out to the retail location for assistance.  They have been in contact with James and offered him a reselection of the mattress only.  Our customer service department is processing a credit memo so that James can go into the store to select a different mattress. At this time we invite James to contact his retail location to select a new mattress. Regards, Ashley Furniture Industries, Inc. Corporate Office **

Bought living room furniture from Ashley Furniture in 2012 and bought a 5 year Extended Service Warranty. It's 2015 and seams are coming apart and leather is cracking and peeling. Called the warranty provider only to find out these are not "covered" situations. So basically I wasted money on a bogus extended warranty, as well as, bought cheap, inferior furniture at NOT CHEAP prices. Let the buyer beware! Duras-blend is not the same as real leather. Do your research.

[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 Ashley Furniture's answer is adequate, as long as I am provided with a customer copy (aka "pink paper" copy) showing the amounts pertaining specifically to the TWO SETS OF LAMPS. I was NEVER given a copy of that specific document, and this is the reason why I believed I had ONE layaway account, not two. I have been in contact with [redacted] from Ashley Home Furniture and although she was much more understanding and willing to listen, I again ended up on the receiving end of a condescending tone. Nevertheless, the point is to get this matter straightened out, and I agreed to go into the store to see and obtain a copy of the "pink paper" regarding the two sets of lamps. [redacted] did agree to extend my layaway as needed, generously allowing me until December ("or even an extra month" = January 2015) to pay off this entire layaway.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery and communication experience.Many of our customers choose to purchase delivery services.  When property damage is caused, we accept claims reported to us within 72 hours.  These claims are subject...

to verification before coming to an agreement.  It is important to us that deliveries are performed in a professional manner and to our customer’s satisfaction.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. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We have contacted our customer and confirmed that the claim was reported within 72 hours.  A representative from the delivery service will contact our customer to review the evidence provided and continue processing our customers claim in a timely manner.  Thank you for bringing this matter to our attention.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 review of the...

situation and working with the retail store, the customer is being allowed to return the table for full refund.  The pick-up of the item is scheduled for tomorrow 11/19.  Once the item is received back to the warehouse and inspected, the customer will be refunded in the manner to which she paid.
 
Sincerely,
 
Ashley Furniture Industries
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. Thank you so much!
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.
Ashley furniture repeats the same message without addressing my question/request. They mention that they are sticking to the terms and conditions which were not provided to the customer at the sale of protection plan. There is no point providing the customer with the terms and conditions after the claim has been received.I request Ashley furniture provide the proof that they provided the terms and conditions and obtained the acknowledgement from the customer when they sold the plan.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Rahsheeda [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 the retail store location. They have agreed to refund Ms. [redacted] the $49.15 difference of the lamp and throw. Ms. [redacted] will also be receiving the rug chosen on the original purchase date.  We apologize for the inconvenience and hope this is a resolution to Ms. [redacted]’s claim. If Ms. [redacted] has any questions or concerns, we invite Ms. [redacted] to contact the retail store location 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. I will be contacting Ashley Furniture Warehouse-Edison, ** instead. 
Sincerely,
[redacted]