Ashley Furniture Homestore

Everything has been processed and sent to the finance team. They have cut the final check for the remaining balance. The customer should see it on Friday. Regards,BAAshley Furniture Corporate Office

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 working with the...

retail location, Mr. [redacted] was issued store credit in the amount he paid for the protection plan.  We invite Mr. [redacted] to continue working with the retail location until the issue is resolved. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Date: 9/9/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your complaint. I do apologize for your dissatisfaction and want you to know we take these matters very seriously.
 
Upon review of the...

customers claim I have had the agent who has been working with the customer reach out to the customer today. Unfortunately she was unable to reach her but has left a message offering the customer 25% instore credit for the amount the customer had paid for their furniture to keep the items as is. Unfortunately the customers manufacturing warranty expired in March so the customer is no longer under warranty. As a courtesy we have still offered the customer credit to help satisfy the situation.
 
Please let me know if you have any questions or concerns.
 
Regards,
 
Ashley Furniture Industries, Inc.
 
SL

[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,
Mark [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.This rejection is to reject the same offer of reconciliation offered on 3/21/2017, which was also rejected. The attachments show my signature, but none of the initials are mine. Those belong to the salesman.I would not have known that you even had a facility in Mississippi, unless the salesman told me, which he did in front of my wife. Furthermore; the manager claimed the same thing when she denied my initial return request.In Florida, if there is a "No Refund Policy" it must be displayed on the front door and at point of sale. Neither was displayed. I had an independent witness go into the store to verify this fact. Attached is an exert from Florida State Statute 501.142. No Refunds and All Sales Final are generally terms used when a company is going out of business. That is the fair way to display a No Refund Policy.If Ashley was not trying to purposely mislead customers, why would a statement on their main website state: "Built Right Here" "All Ashley Furniture Industries products are designed and manufactured in facilities across America and around the globe." Where else would they be built? On the moon maybe???I also notice that the delivery receipt that I signed (where I noted the damage to the left side upon delivery) has not been included here. The wood on the left side was broken through on one piece and split apart on another. I see no mention of this, nor do I see a delivery receipt.Your statement of refusal to take back something that has been delivered is contradicted by your offer of store credit if I purchase something of equal or greater value.I have reached out to additional state and federal agencies and have presented my complaint to them as well. I also will begin reaching out through social media to various groups around the country to inform as many people as I can of your business practices. A $500M per year company should not treat customers this way.
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.I will not re-explain the situation for a 3rd time. Additionally, I have no desire to step foot back into an Ashley Store to use a gift card. Even if I did choose to keep the mattress off the frame, which I don't (it was only there after moving, with the frame right next to it), the tag states the mattress can be used with the floor as a foundation.Ashley Stores are playing games and reaching for any and all possible excuses to go back on their word. If it wasn't the "stains" on the mattress, then it's the location pending setup on the frame, who knows what would be the next reason to VOID the warranty. I don't think Ashley ever intends on fulfilling their obligations. I would be interested to know how many warranty mattress replacements actually occur compared to requests made. Also, they seem to be shifting the blame to the mattress manufacturer. How sad to not stand behind the products you sell in your store whether they were manufactured by you or not. I am sorry this store had to be the one to teach me this life lesson. Fortunately, I let anyone and everyone know my experience. Having just moved, as mentioned above, I've just invested in a whole living room set from La-Z-Boy. We couldn't be happier! Due to the poor customer service from Ashley, we have found a better furniture store with much better quality products!As far as what Ashley can do to rectify the situation, I don't believe they have any intention of doing so. Unfortunately, I'm just one of a million current and future customers to come and go.
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. I did not sign a release of liability that is a complete lie. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Date: 10/06/16
Thank  you for your response to Ashley Furniture Indsutries, Inc. Per our previous response Ashley Furniture would not be offering a refund of the product the customer has in their home. If they wish to have a refund of the tables that have not yet been delivered please contact your local Ashley Furniture HOmestore to process a refund of the table.
 
Regards,
Ashley Furniture Industries, Inc.

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] claim, we have reached out to her, and Ashley Furniture has scheduled a courtesy technician. The technician is scheduled for 5/26, and we will review the report beginning of next week. Once we have reviewed the report, we will reach out to Ms. [redacted] with some options based on what the technician discovers.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We have reached out to the retail location, and have worked with management. They have authorized new finance agreement to go over with Mr. B[redacted]. We invite Mr. B[redacted] to contact his retail store, to discuss the new agreement. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Dear Revdex.com, Please convey our apologies for inconvenience our customer is experiencing with their mattress.As each person’s sense of comfort is unique, Ashley Furniture Home Store does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures...

have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms vary based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written. A certified craftsman on 12/13/14 went to our customers home and found no manufacturing defects.  As a gesture of goodwill and customer service, we are inquiring with Simmons, to see if there is anything further we can do to assist.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.Once we have received a resolution from Simmons, we will gladly contact our customer again to inform of the decision.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

Mr. & Mrs. [redacted] were delivered their sectional back onMay 5th. They started calling in regards to the issue with their cushions on 5/14 parts were ordered and sent to the home. Each time a new part was sent out they had an additional issue with another part on their...

sectional so more parts were ordered on 6/9, 6/19, 7/1, and 7/6. Per the notes on the last service call they had back on 7/08 the customer was extremely unhappy with the product and was wanting to return the items and get a refund back. A reorder had been offered to the customer but they declined and wanted a full money refund or the option to reselect. Mr. [redacted] later stated that he wanted the model off the showroom floor which was approved. A delivery date was scheduled for 8/5 but was refused because he was not satisfied with that set as well. What Mr. [redacted] saw and sat on, what he purchased, and what we delivered him are all exactly the same.  We’ve offered every option available and have repeatedly tried to assist this customer but he has still been unsatisfied despite our efforts.  We cannot refund him, but are willing to replace his cushions again.  Thanks, Sam E[redacted] Furniture HomeStore[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Nicole [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.Ashley Furniture offered to refund...

Ms. [redacted]’s delivery fee and amount of the individual item that was on back order.  Ms. [redacted] left and said they would get back to them.  Ashley Furniture has now created a credit memo to have the remaining item that is in the home picked up and money refunded to Ms. [redacted] as well as the refund of the delivery fee and back ordered item. Regards, Ashley Furniture Industries, Inc.Corporate office**

Revdex.comComplaint DepartmentComplaint ID: [redacted] I wanted to update the Revdex.com with more information in regards to this complaint. The store has authorized a reselection of the customer mattress. The customer has already been to the store and picked out a new mattress. Delivery and pick up for the mattresses is scheduled to take place this Wednesday 1/21/15. If you have any further questions or concerns please feel free to contact me.(Reference SR#[redacted]) Sincerely, Ashley FurnitureCorporate Office **

We apologize for the process.We use a third party delivery service to handle the merchandise.  Once the furniture is signed for by the guest it approves that the store and delivery service accomplished what was contracted.  Most issues after that go through a claim process.  If the...

order was wrong or refused the store or customer service would have been responsible for the issue, but because it was the correct item, but had a defect, all they could do is relay the message to the parts and service department and manufacturer.Since all they could do is pass your information along, they were probably giving you the best information they had at the time.  Manufacturer defect claims with any manufacturer take time, and since a missing cup holder is a rare issue, it must have taken longer to get the part and line up the right technician to do the installation.  Sorry for the confusion, I believe the store had already scheduled a return.

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability.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 have agreed to verify the inventory availability and provide delivery, with our customer.  Our customers satisfaction is important to us, as a gesture of good will we are also providing an additional discount on the bed.  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

[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.  In response to your email, I have not heard from Ashleys Furniture. However, I went directly to Synchrony Bank who handles the financing for Ashley and they helped me resolve the issue to satisfaction. Thanks,

Thank you for the update on [redacted] A [redacted]’s complaint.  We apologize for any inconveniences we have caused, however we are following the warranty for the item.  The mattress is manufactured by Simmons not Ashley Furniture Industries, Inc.  We are the retailer of the mattress.  We do have to follow the warranty that Simmons has for their mattresses. We understand that [redacted] was advised to have the mattress professionally cleaned, however the warranty is still voided for the mattress due to the item sitting on the box spring that was sitting on the floor. Simmons does not consider the floor to be proper support for their box springs and mattresses.  Again we apologize for any inconveniences this has caused.  We cannot reimburse for the cleaning costs of the mattress, however we can send out a $75.00 gift card to the Ashley Furniture Industries, Inc. HomeStore.  If Ms. [redacted] would like to accept the gift card she can contact our customer service department at ###-###-####.Regards, Ashley Furniture Industries, Inc.Corporate Office KC

Hi Revdex.com Good morning! Hope all is well, I have reach out to our guest and apologized for the inconveniences, working to order the sofa material for guest. Thanks always to bring to our attention.

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.Per the store manager the customer has been into the store.  The store has explained the price difference and provided the gift cards to the customer.  The headboard was delivered on 10/22/14.Sincerely,
Ashley Furniture Homestore – Corporate Office