Ashley Furniture Homestore

Thank You for the update from Ms. M[redacted].  As previously advised, the refund has been sent back to Synchrony.  Unfortunately, there is nothing further that can be done from our side at this time.   We invite Ms. M[redacted] to verify with Synchrony to see if the funds have been received.  Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Hello Revdex.com, Good afternoon,Hope all is well, reached out to guest and apologized for her inconveniences, guest mattress purchased in 2013 has been discontinued by the manufacturer  and we offered guest to reselect another mattress to the same valued paid of $1254.12. Mattress are manufactured...

warranty, we cannot approved guest to reselect any other product. Guest was also advised in addition to $1254.12 we will not charge a redelivery and pick up, this will be done at no cost to guest.Guest was spoken to on 3-24-16, 3-25-16 and 3-28-16 advising the same mentioned above. Thanks as always to bring to our attention.

I am rejecting this response because:
Yes they offered 40% off next purchase but there's catch, it only applies to regular priced item and all of them are ranging from 3k to 4k $ ! Which no way I can afford ! I just need my old furniture fixed or give me the full amount of credit in store with no exceptions
Regards,
[redacted]

Hi Revdex.com Good evening Hope all is well, [redacted] one of our Lead associate is working with guest, the dining room  set our guest received is the way displayed in our showroom. The set is not damaged , [redacted] call guest today left a detailed message for guest to call us back also send an e-m...

to guest to advise a message left on his hone. We will not be able to take the set back as it is not damaged, that is the way the set is manufactured . We will be more than happy  to have guest come back into our showroom and go over the set with him as displayed. Thanks as always to bring to our attention.

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 receiving Ms. [redacted]’s...

complaint, we have reached out to her to discuss the issue she is having.  We scheduled a technician with her for 4/9/16 as she is still under her 1 year manufacturing warranty.  We also advised her why her Protection Plan claim was denied as since she is still within that first year her manufacturing warranty would cover any issues with the frame. We also received notification that a refund of her protection plan has been issued.  Refund amount of $36.13 was sent out on 4/1/16. Regards, Ashley Furniture Industries, Inc. Corporate office KC

Complaint: [redacted]
I am rejecting this response because:
Ashley Furniture tried to resolve the issue only after this complaint. They have taken back some items but not all as I had requested. They said that they can't take back mattress. I am still waiting to get the money back on my credit card for the furniture items they have already picked up. 
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 receiving [redacted]’s...

complaint, we have reached out to upper management at the retail location as well as warehouse.  Per management the customer has been contacted and is aware that since the item is Tempur-Pedic, she needs to reach out to the manufacturer. Customer was not happy but has agreed to contact them.  At this time we invite [redacted] to contact her retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

[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 I accept their offer just hoping that Ashely could schedule an early date to pick up the sofa and 2 accent chairs from my home.thanks.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has finally taken plase; However it WAS NOT RESOLVED 31 Jan 2015 as they have submitted.
Regards,
[redacted]

Thank You for contacting Ashely Furniture Industries, Inc. We appreciate that you have notified us regarding Patricia [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 had a special...

delivery team assist this customer with delivery. Our system shows this was successfully completed on Wednesday February 15th. We invite Miss. [redacted] to contact her retail location should she have any further questions or concerns. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

From: [redacted]>Date: Fri, Feb 23, 2018 at 9:25 AMSubject: Complaint ID [redacted]To: [redacted]>Cc: [redacted]>Hello, [redacted] has been resolved, we received voice to voice...

confirmation with the client this morning. Thanks,  [redacted]Ashley HomeStores – [redacted]  * [redacted] * [redacted]

Per the salesman, the furniture was in stock and available when I placed the order in November and arranged a delivery date for a pre-Christmas date, as the pieces were Christmas gifts. Jan 25th is two months later after the sale date. I have canceled my order. Ashley has refunded me. Thank you, but Revdex.com was unable to expedite the delivery.

Good afternoon, 
 
We sincerely apologize for the issue that Ms [redacted] has had.  There was a product issue with the storage portion of her bed that we could not complete at the time of delivery.  Our technician and customer service team had a lack of communication...

regarding the timing and location of items needed to complete the installation of the storage portion.  As of 12/15 we believe the issue has been resolved and our service leader, [redacted], followed up with several calls to ensure the storage portion of the bed has been completed.  We do apologize for the delay in getting this resolved and appreciate Ms [redacted] patience and understanding.  Thank you.

Good Afternoon,According to our records, your mattress was purchased on 02/25/14 for $373.86 and the mattress protector was also purchased on 02/25/14 for $79.99. Our 10 year manufacturing warranty covers mattress defects if the technician we send out can confirm that a mattress protector is on the mattress, that there are no stains on the entire mattress as a mattress protector is being used, and the mattress is being properly supported. Our technician came out to inspect the customer mattress on 05/21/16 and observed and reported the following:  The mattress was sitting on a dog cage in the middle of your living room. They couldn’t take proper measurements as there was no middle support for the bed. Yellow stain located on the side of the mattress.13 inch and 11 inch indentations on the top side of the mattress, as the mattress was not being properly supported and/or was damaged in conditions outside of our control. As there were stains located on the mattress, this confirms that a mattress protector was not being used at the time the stain occurred. The mattress was also confirmed to have not been properly supported, which can lead to damage to the product that is not caused by a manufacturing defect. We are unable to offer a replacement mattress but would be happy to a discount on a new mattress. Please let us know if you are interested in re-purchasing and we ill inform management. Regards Ashley Furniture Industries, Inc. Corporate Office LB

Thank you for the information and the opportunity to respond. Mrs. Adams has had multiple conversations with the Savannah, Ga. HomeStore and the Customer Care Center regarding her purchase and FCP plan. The FCP plan was priced correctly at the time of purchase and she was not...

overcharged. We cannot speak on behalf of [redacted] Protection since they are another company altogether but the information we have is FCP has attempted to replace a couple of items that are having issues however, Mrs. Adams is not allowing the exchange to take place. Mrs. Adams wants an entirely new bedroom group and this is not how the protection plan is set up. We have considered this issue closed for sometime now and do not have anything else to add.

Hello Revdex.com Good afternoon! Hope all is well, called guest spoke with mr and apologized for any inconveniences, went over what is covered by guest extended plan and what was covered by manufactured warranty.Guest made purchased in 2012 and the concern guest has is from normal usages.Resolution ,...

offered guest $200.00 store credit towards any living room purchased which will valid for one year. Thanks as always to bring to our attention.

Thank you for the update to Mr. [redacted] situation.   With regards to what the technician may have advised, the opinion of the technician is considered a personal opinion and not a business opinion.  As previously mentioned,  Sealy is the manufacturer of the customer's mattress.  Sealy is the one to determine the warranty of their product, what voids that warranty and what is considered defective.   The customer would have received this warranty information with the product during the item of delivery.  The mattress is stained and missing the required law tags.  Sealy states this voids the mattress warranty.  Any further questions or concerns regarding this warranty should be referred to Sealy.  The customer can reach Sealy by calling ###-###-####.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 the beginning of a resolution. We still have to decide if the technician's work on the Dresser is satisfactory to me.We still have to decide if the Bed Headboard and Footboard will be replaced.More than likely, the Bed Headboard and Footboard will have to be replaced and this has been discussed with Ashley Customer Support over the phone already. 
Regards,
 
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience.We agree that order accuracy is very important.  A re selection has been set up for today. We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this to our...

attention.Sincerely,[redacted]Office of the Presdient