Ashley Furniture Homestore

Hi Revdex.com Good morning!In response to this e-m, guest did received his delivery as confirmed and scheduled on  7-26-15 will all pieces ordered. On 7-26-15 guest refused three of the box-springs due to it could not fit in his home. We should not be held accountable for the no fit.  At the...

time of delivery  we spoke with the guest and waived all fee for the new set of box-springs and schedule guest for the date he  requested. During that time the guest stated his Uncle went out and purchased two new bed sets without his knowledge ,but the guest  never informed Ashley, so when we went to deliver the box-springs  guest refused and requesting we pick up  all the other pieces that was delivered on 7-26-15.  When Ashley contacted the guest to review the refusal we were told guest only want one bed  and we need to take back two sets. I do not believe this was our fault that the box-springs did not fit in guest home and we should pick up  the two bedroom set, as we have ordered the new sets of box-spring guest request. What guest want is for us to only delivery one box-spring  since only two of the bedroom set was replaced by his uncle .  However, we did went ahead and confirmed picking up the two bedroom sets & we will deliver the one box-spring on 8-20-15, the date guest confirmed for delivery and pick up.

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.   After review of...

Mrs. [redacted] complaint, we have received notification from our management team at our warehouse. They have advised that they have spoken with Mrs. [redacted], they are going to completely replace the steps on Monday August 14th.   Regards, Ashley Furniture Industries, Inc. Corporate Office AK

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 receiving customer's...

complaint we have reached out to the store's upper management.  Upper management from the store has reached out to [redacted] and has offered an even exchange of the items, however she had turned down that offer.  The store's upper management has now offered to pick up all of her items for a full refund.  Items were picked up on 11/28/15, and Ms. [redacted] was advised by the store to call them once items were picked up and they would get the process for full refund going.  Ms. [redacted] items were indeed picked up on 11/28/15 and returned to our facility.  The store will be processing a full refund if they haven't already. Sincerely,**
Ashley Furniture Corporate Office

The store has cancelled the order and a refund was submitted.Blended leather is a common industry product and many people request it over non-blended leather.  We apologize for the confusion.

[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 for helping to resolve this matter!
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.   Upon full review of the...

situation, our retail location has been working directly with the customer to resolve the issues.  At this time, a technician has been scheduled and the delivery of the remaining items have also been scheduled.  We invite [redacted] to continue working with the retail location until the issue is resolved.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

I apologize for the confusion.Unfortunately this is an issue with the finance company and this complaint has made it to the Ashley Furniture HomeStore side.I can forward the issue to them, do you have proof of payment so that could be forwarded as well?Thanks[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.
Ashley Furniture Homestore's statement is untruth. On 11/20/14 the problem with the recliner was resolved by Ashley Furniture HomeStore (AFHS) because it was under the 12 months period warranty (see bottom of the first attachment, schedule date 11/20), the current claim  is a different claim. As you can see in the first attachment AFHS  did offer me the Service Agreement (from Guardsman) for five years on the same date that I purchased the recliners, and AFS made me believe that everything will be taken care in such event. I did not go to a third party nor out of the store to purchase the Service Agreement, I bought it in AFHS and from AFHS sales representative.How AFHS is going to sell to its customers a Service Agreement from a company that later on  that company (Guardsman) does not want to honor the service that AFHS promised?Attached you can find a copy of the Service Agreement that AFHS offered and sold me.Kind regards,[redacted]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 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 directly with...

the customer to obtain photos and discuss the situation, Ashley Furniture Industries will be exchanging the sofa for the customer. We will work with the customer to coordinate the delivery and pick up.
 
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Good Morning, 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.  Our records show [redacted] did have delivery on 6/14/16.  Regards, Ashley Furniture Industries, Inc. Corporate Office  LB

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  [redacted] with Ashley furniture has contacted me.  We have not come to a resolution yet, but are...

working to try and come to a resolution.  This complaint should not be closed until the resolution takes place.
Regards,
[redacted]

We can mail you copies of your receipt.Please verify if these amounts are correct.  They are from the invoices originally signed by Jordan and Gina.Invoice 1 Mattresses Set and accessories [redacted]Invoice 2. Power Sofa and Loveseat [redacted]If your account was charged more than these amounts...

please update us on the amount(s) charged so we can research the details with the finance company.Thank 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:
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 contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Eude [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 the Corporate Office. After review of the technician’s report, 3 of the dining room bar stools are going to be exchanged. The spring for the recliner will be ordered, and mailed to Mr. [redacted]’s home. When Mr. [redacted] receives the part, we invite him to contact Customer Care Department to schedule a technician to install the part.   A new invoice statement was sent to Sylvia [redacted] & Tiffany [redacted] to their email addresses by our retail store location.     Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Dear Revdex.com,
 
Please convey our sincere apologies for the inconvenience our customer had with refund delays.
 
This refund was processed back to the customers Visa card on 7/29/2016. 
 
Thank you for bringing this matter to our attention.
 
Sincerely,
 
[redacted]...

[redacted]

Hello All,   Complaint number # [redacted]  Customer - [redacted]   I have spoken with Ms. [redacted] regarding her experience . We have scheduled customer for service on April 24,2015.     thanks,   [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Did not use mattress at all, it was new, nothing was broke about the mattress set.  They are lying I couldn't use mattress because of allergic to smell.  I called them the very next day that I couldn't use mattress set.   They are talking about the bank agreeing with them.  I also send Revdex.com complaint about [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You sent me an email on 12/29, saying you were going to close this file due to me not responding to a email from you.  On 12/16 you asked me if I was satisfied with Ashley resolution,  I responded to you by saying I needed to get the promotional store credit (as promised by [redacted]) and go to the store with this credit before I was willing to say I was satisfied.  As of today I have not received the credit that he did say could take up to 14 days to receive it.  Just because he said he was going to do this, I need to see if he is going to follow through.  
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
This is a true lie!  An individual from the warehouse named [redacted] called me with an attitude telling me that I would have to have at lease two contractors come out to my house and assess the damages.  He called twice in one day and I was not available to take his call.  I called him the next day.  On one of those two calls, he actually talked to my wife.  This is unacceptable!  The issue is not the warehouse.  The issue is the company that delivers for the warehouse (HDL)  I was told by one of their supervisors ([redacted]) that they would compensate me for the mix up and the damage.  No one other than [redacted] has called me back. Bottom line is that an estimate costs money.  If Ashley wants to go that round and have me get and estimate.  Most contractors in the area charge 75 -100 dollars to show up at the doorstep.  This should not be an issue.  On three occasions something was damage by the movers.  Why won't Ashley take responsibility for their actions. [redacted]