Ashley Furniture Homestore

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

complaint, our retail location has made contact with Ms. [redacted] and both parties have agreed to a reselection of the mattress.  Should Ms. [redacted] have any further questions or concerns regarding the transaction, we invite her to contact the retail location.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Manuel [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, Ashley Furniture would like to exchange the cocktail table that has the metal pieces sticking out of the side. We also for the inconvenience that Mr. [redacted] has experience with this purchase, we would like to send out a $150.00 gift card to use at any of our Corporate Store locations. We invite Mr. [redacted] to contact our Customer Care Department at ###-###-#### to discuss this offer.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Thank you for the update with Mario [redacted] claim, we have reviewed the information, and Ashley Furniture is standing by the original offer of the 30% in store credit. The amount that was provided of $410.49 is 30% of what Mario [redacted] made for the 5 pieces. The corner chair was $284.38, 4 armless chairs was $973.52. These two amounts together total before taxes $1,257.90. The $1, 257.90 at 30% is $377.46. After taxes, total amount of the in store credit is $410.49.   The 5-year warranty that would have been purchased at time of sale is for accidental coverage. Peeling, cracking is not covered under the protection plan.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

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

concerns, we show that all merchandise that was ordered has been delivered.  We do apologize for any delays that may have occurred, however the customer was made aware that delays may be possible when acknowledging the terms and conditions of the sale at the time of the purchase.  We invite Nubia to contact the retail location if any items are still missing. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

This bed was purchased in 2011 and warranty ended in 2016.  To work with the guest and the recent issue, we have provided a 150.00 gift card to use at our store.  We have also spoke with the customer and educated them on the warranty policy.  We invite the guest to call us...

back with any warranty questions, or visit our website.

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding the customer's situationWe 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 this complaint we have gotten the store's upper management involvedThey have reached out to the customer and have agreed upon a resolutionThe customer is now satisfied.Sincerely,**Ashley Furniture Corporate Office

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Ms[redacted]'s situationWe 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 this complaint we have found that the customer has also submitted a letter regarding the same issuesShe is currently working with the store for a resolutionThey have sent her $in gift cards and the customer has a tech scheduled for this next weekWith regards to the in- home damage issues, we found that no In-Home Damage claim was ever made by the customer to the corporate officeWe have the delivery service looking into the situationWe will advise more as soon as we have more informationThe customer should continue to work with the store and HomeStore Customer Care for serviceSincerely,**Ashley Furniture Corporate Office

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.Hello,The furniture was replaced  (which we appreciate) but I just took painter's tape off of my front door frame (we had just painted the hallway prior to the delivery truck arrival) and the frame to our front door has been damaged by the removal of the returned Ashley Furniture. We would have noticed the day of the delivery had we not just painted our hallway and had tape covering the frame. Please contact me as soon as possible as the trim to our front door needs fixed. We live in a new construction home and have never had anything taken out of the front door prior to the furniture pickup this week. Thank you. 
Regards,
Shannon [redacted]

We apologize for the mixup.  The operations and delivery team would have only executed what was on the signed invoice.  We are locally owned and operated and order factory direct all of our furniture, bedding, and adjustable bases.  If there was a delay we should have called you...

before the delivery date to inform you.  We post this on the invoice because we are at the mercy of the manufacturer and trucking lines for timely deliveries.Our records show that you have been delivered all you items.  Please let us know if we could assist with any other issues.Thank you

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Lynn J[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 management team has been...

trying to reach Ms. J[redacted] to further discuss the situation.  We invite Ms. J[redacted] to return the calls that were left for her so we can come to a resolution. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Good Afternoon, We truly apologize for the frustration this situation has caused [redacted] and the for the delay in getting this issue resolved.  Our accounting department has been alerted againand have assured us the check was mailed.   A member of our Customer Care...

Team will contact [redacted] on Friday, January 30, to update her on the status of the refund check.Sincerely,Ashley Furniture HomeStore

Dear Revdex.com,Please convey our apologies for the inconvenience our merchandise has caused our customer.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms...

are publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.We have tried to reach our customer with no success.  We will continue trying to reach our customer so we may assist in a resolution.Thank you for bringing this to our attention.Sincerely,[redacted]

Dear Revdex.com,Please convey our apologies for the Billing inconvenience our customer has experienced.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very...

important to us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. We have had our accounting team closely review our customers financing charges, and have found that she has been billed correctly.  We have sent our customer a copy of her transactions and advised if she has any questions to please contact us.Thank you for bringing this to our attention.Sincerely,[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 was not notified about the break in the mattress time until after I came back to the store. Not the sales person nor the sales managers ever notified me that this is what I was going to experience. If I knew that I want going to buy the mattress from Ashley furniture. I also understand that I wouldn't be able to return the mattress, but should get a discount because of needing to buy memory foam and other things to make the bed softer and try to make it more plush for me to sleep on. 
Regards,
[redacted]

June 15, 2015, 2015 Revdex.com of New Jersey1700 Whitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # [redacted]Consumer: [redacted] To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 5/01/2015 by [redacted]...

[redacted]  [redacted] did purchase furniture alongwith a 5 year extended warranty from our store In June of 2012. [redacted] hereached out to [redacted] to file a claim for some damage foundon his sectional sofa. His claim was approved and he was able to reselect newliving room furniture.  Unfortunatelywhat he selected was discontinued and we were unable to deliver.  He reselected again and there have beenissues with the arrival of that product. We do understand that this is inconvenient to [redacted]  This is a third party extended warranty claimand we cannot refund the original monies used to purchase the original set,however we have agreed to upgrade [redacted] set to an all power set at noadditional cost to him.  [redacted]  is choosing not to wait,  he did go in to our location and reselect newitems that were also upgraded to power for him , they were delivered to him onTuesday June 9th, 2015.  [redacted] was happy with the resolution for his issue   Ourcompany strives to serve all our customers with the best 5 star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of sale. We value [redacted] business; the customer willbe assisted to the best of our ability. Ifwe can be of any further assistance, please do not hesitate to call.  Kindest Regards,Corporate Care Manager

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]

The customer made a purchase of a sectional and per the  request of the customer it was ordered correctly in the store by the sales rep. Once the customer received delivery she stated that she wanted to change it to the opposite configuration. As a courtesy the Store re-ordered the sectional at...

no additional charge to the customer in the opposite configuration. The Store also refunded the customer for the cost of her delivery even though the sectional was ordered correctly the first time based on the customers request. The store also refunded the customer an additional $100 dollars as a courtesy for waiting for another sectional to arrive. Ashley Furniture took all the necessary steps to resolve the customers concerns by ordering a new sectional and refunding the customer a total of $200 dollars.

I have reviewed the response 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.

I read through most of the other Revdex.com complaints against Ashley Furniture and they all seem to be very similar to my situation. I spoke to two different people at the Ashley Furniture Corporate office and I asked them multiple times what they were going to do to prevent this from happening again to future customers. Not once did that question get answered. Overall, I feel like Ashley Furniture does not care about their customer service one bit. There are MANY gaps in their process that need to be resolved/fixed and no one seems to care to fix them as the same situation continues to happen.

I wasted more time on the issues than my couch is ever worth. I honestly feel that Ashley Furniture should be covering the entire cost of my couch but I was told that would never happen by [redacted] and [redacted] the Corporate Office. I was given a $100 store credit which is a complete waste as they will never be able to earn my business again and I did tell that to [redacted].

Regards,

[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.]

I have reviewed the response made by the business in reference to complaint ID 11794960, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[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.]

I have reviewed the response made by the business...

in reference to complaint ID 11718872, and find that this resolution would be mostly satisfactory to me, except we only got $400 additional discount on the new bed base, NOT $550.  I will wait until for the business to correct this mistake and, if it does, will consider this complaint resolved.

Regards,

Billy Little