Ashley Furniture Homestore

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]No, your return policy does not state 4-6 weeks for a refund!!! It says 14 business days! Shame on you Ashely Furnitire for lying to people and stealing from people!  SHAME ON YOU!!!

Complaint: [redacted]
I am rejecting this response because: once again the communication has NOT been fully bridged. I attempted to return a call I missed to the number and extension left on message. The call would not connect so I went online found an alternate number to attempt. Upon calling it I explained I had a missed call from [redacted], the man did connect me to that extension. [redacted] did answer and explained to me that they were having phone problems. At this point I explained to him what has been going on at the end of my explanation [redacted] said "ok Mrs. [redacted] again since we are having problems with our phones let me verify your contact information in case we were to get disconnected," I gave him my home number (###-###-####) as well as my cell (###-###-####) Within a couple of minutes we were indeed disconnected. I was at home and had BOTH phones in my view, so I waited assuming he would call me back to finish our discussion...but once again in true Ashley Furniture spirit I was NOT contacted. This is NOT what I would consider a company wanting to make amends for issues being addressed.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Yamina 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 receiving Yamina’s...

complaint, we have reached out to our upper management at the store she purchased from.  We have sent the request for refund of delivery fee along with additional monies back to the stores upper management as that would need to go thru the store.  Once our stores upper management has reviewed the information they will advise if this can be refunded.  Once we have that approval we will be in touch with Yamina. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Initial Business Response /* (1000, 5, 2016/02/19) */
Contact Name and Title: [redacted] - Service Manager
Contact Phone: XXX-XXX-XXXX
[redacted] please visit out Fort Wayne store on Saturday 02/20/2016 and speak with [redacted]. The store opens at 10am to 8pm. Thank you.
OFFER:
Visit store and speak with...

manager to resolve issue. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and Spoke with [redacted] on Sat 2/20/16. After a lengthy conversation she left me with 2 options which I'm not pleased with. Her choices were 1. Have a service rep come look at couch in home and if he deems it bad then they will have my couch reappholstered with the same fabric. Or 2. She will "work with me" to purchase a new couch.
The 1st option is ok except I dont want the same fabric because as she stated that would be all she would do moving forward, So if the fabric does the same thing I'm out of luck. The 2nd option is for me to spend more money at a place I would never do business with again due to the fact they won't stand behind a defective fabric because no one else has complained. I refuse to give them anymore money than I already have.
My suggestion to [redacted] , I would like a different couch and ottoman , even the same couch and ottoman as I have with a different fabric. She declined my suggestion.
Final Business Response /* (4000, 9, 2016/02/22) */
Contact Name and Title: [redacted] Manager
Customer bought a sectional and after some months said she was not liking how the fabric was wearing. Cust sent pictures of fabric. Pictures looked like a normal corded microfiber similar to the floor model. As a curtosy replaced cushion casings. Few months later the customer states new casings are wearing bad too. We verified with national quality on that fabric and there are not issues. It's one of our best sellers and other customers are having no issues with the fabric. The sectional purchased only comes in the one material.
OFFER:
We would be happy to work with her on a price for a new sectional Or replace her fabric casings again.

[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.  We finally have the bed. It took multiple calls and going down to the store in person for someone to actually address the issue.  Very frustrating.  Apparently one of the mattresses was on back order which caused the delay. That was never communicated to me until January 7th. The salesman checked the system with me on November 26th to ensure items were available in stock. Otherwise I told him I would be willing to look at a comparable mattress in Stock.  He assured me it was available when it was sold. I would have appreciated honesty and a call once they realized my item was on back order. The lack of communication shows poor customer service and disrespect.  The new delivery date of January 7th almost did not happen.  I waited around for 6 hours. They missed the delivery window again so I called to complain. I was told their driver quit on the spot so they could not make the delivery.  I demanded they find someone to deliver the bed. A driver came at 6pm on the 7th. I am very disappointed with their customer service and lack of communication.  Next time I will take my business elsewhere. This twin bed was not a custom item. It is nice but should not have taken a month and a half. The impression I am left with is that on November 26th during the special sale, they either would say anything to secure the sale or they are incompetent and the system they use not reliable to accurately account for the inventory.  They were obviously not prepared for the sale and could not timely meet their obligations to their customers.
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 and had a message on my telephone from Ashley at Waterford store in Orlando stating that I can expect check in two weeks. My questions was why so long it already has been over two/three weeks now.  Again thank you for your help in 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. After further review, we...

have reached out to the retail store location. The store management has been able to contact Ms. [redacted] in regards to the claim and have advised Ms. [redacted] would like to purchase new items at another store and does not want to reselect from the Sacramento Ashley Furniture location. The store management has agreed to Ms. [redacted]’s request to have the items picked up at the time of delivery of the new items. Ms. [redacted] will be contacting the store management at that time. Regards, Ashley Furniture Industries, Inc.Corporate OfficeWH

Dear Revdex.com,
Please convey our apologies for the difficulties caused by the miss matched color.
We do stand by the furniture we sell and work to provide the best fashionable furniture we can at reasonable prices.  Our manufacture procures building resources from around the world and...

constructs furniture in accordance with the strictest building codes available in the United States of America.  As our manufacture’s source of natural materials change some minor variations may arise within a given furniture series.
We are constantly working to develop and maintain the best customer service standards in our industry.  It is very important to us that our employees provide clear honest communication and set realistic expectations.  We appreciate the feedback Mr. [redacted] has provided.  
As a gesture of good will we have arranged for our customer’s TV Stand to be returned on 11/24/14, provided that it is in the same condition it was delivered in.  Once the pickup is completed we will issue a refund to the same MC account used to make the purchase.  Refunds may take up to 14 business days to complete.
Thank you for bringing this matter to our attention.
Sincerely,
[redacted]
[redacted]

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/2014 by, [redacted]. Mr. [redacted] purchased a bedroom set from us back in 2013.  We received an email on or about 12/3/2014 to say that his bedroom set was damaged and he was looking to have it replaced. He sent in photos of the damaged set.  He was out of his one year manufacturing warranty and did not have an extended purchase protection plan.  After evaluating the bedroom from the pictures and reviewing it was clear that the bedroom veneers were lifting.  The veneers can be repaired, and even though the guest is outside of his one year warranty, and has no extended warranty we did agree to send service to him at no charge. The service was sent to our outside vendor on December 4 and Mr. [redacted] is set up to have the craftsman visit his home on 12/23/2014. We have certainly tried to go above and beyond for Mr. [redacted], and gave him a resolution before he wrote in to the Revdex.com. Therefore we are requesting that this complaint be dismissed as invalid.  Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mr. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center

We have made contact with the consumer.  They will be in to reselect another mattress that we can get to them quickly.

We have attempted to reach our customer to confirm  resolution.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Alana [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.   Our sales manager at...

the Victorville Store has been working with Ms. [redacted] to try and resolve her concerns.  It appears that she has been given a price reduction for the two pieces of furniture that ended up on back order and were not delivered until 12/31/2016. This credit was directly applied back onto her Synchrony Credit Card Account.   We sincerely apologize for the delay in getting Ms. [redacted] her furniture.  The staff at the Victorville store have been retrained in the art of not giving false expectations to their customers.  Unfortunately delivery dates and availability of items are only estimates and can change.     Regards, Ashley Furniture Industries, Inc. Corporate Office SC

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.We have reviewed this situation with the mattresses with the Sealy Rep. and we will be exchanging both mattresses.  We also will be delivering the remaining nightstand on 1/19/15.Sincerely,
Ashley Furniture Homestore – Corporate Office

Our records show the transaction was cancelled and we didn't receive any funds from or for Ms. [redacted].

Consumer received a refund back to her VISA card on the 22nd of June.

[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 the update from Ms. B[redacted].  Our records indicate that a call was made to 813-422-3840 on 11/12/16 at 7:14pm.  A message was left indicating that the delivery would be made on 11/13/16. We apologize if Ms. B[redacted] did not receive the message, however we did indeed attempt to reach her regarding the delivery.  We invite Ms. B[redacted] to contact the Delivery Center by calling 800-477-0097 to reschedule the delivery. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

I want to RETURN the furniture. The credit company they offered has NOT held up to their agreement.

We apologize with the frustrating process of a manufacturer's defect.  It was a miss on their part and we are trying to manage the mistake the best we can.  As I understand it the Customer Service Manager has been working with you and will help resolve the issue.If the issue is not...

resolved to your satisfaction we can pick up the merchandise and refund you for one hundred percent of the purchase price. 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.
Interesting that the policy is furnished only after a claim is filed.  I would suggest that employees are trained to abstain from lying about the insurance, and the quality of the furniture.  I do not want a credit for more inferior furniture, at this point I will have to pay someone to haul the furniture I purchased from Ashley to the DUMP.  I am completely disgusted with their disregard for their customers.  Next time before someone purchases DURABLEND from Ashley's they should be informed that they should expect the furniture to fall apart in 1-4 years.            
Regards,
Carol [redacted]