Ashley Furniture Homestore

June 2, 2016 Revdex.com, Inc. Dispute Resolution Department [redacted]            Phoenix, AZ 85014     Re: Brad Y[redacted] #[redacted]- Rebuttal     Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. Y[redacted]’s concerns   Mr. Y[redacted]’s original delivery occurred on 04/04/2015. We had received Mr. Y[redacted]’s correspondence from the Revdex.com on 05/30/16 after having not spoken with him regarding their concerns prior to their correspondence.   Our customer service management team was able to reach Mr. Y[redacted] on 05/31/16 and have received photos of the areas of concerns and have determined the defects on their merchandise were valid and even though the manufacturer warranty had expired the month prior we have agreed to cover the challenges. Mr. Y[redacted] is currently scheduled to receive their replacement pieces on 06/09/16.   On 06/15/2016- We had received Mr. Y[redacted]’s rebuttal from the Revdex.com. Mr. Y[redacted] had reached out to our Customer Service Management team to express their concerns with their new merchandise on 06/13/2016. Mr. Y[redacted] had been offered to have a service technician scheduled to address any potential concerns and check for any defect. As of 06/17/16 Mr. Y[redacted] has not responded regarding scheduling a service appointment.     We regret the challenges that Mr. Y[redacted] has experienced and confirmed that all concerns have now been addressed.      Regards,   Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Please see attached

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original purchase was made on 02/27/2015 and scheduled for delivery on 03/31/2015. On 03/31/2015 Mr. [redacted]...

was delivered a sectional that was sent back to our distribution center with the delivery team due to the sectional was facing the incorrect direction. Mr. [redacted] had been directed to contact the local retail store location to discuss the direction of the sectional as it had been delivered in the same manner as it had been ordered. On 04/02/2015 we received Mr. [redacted] correspondence from the Revdex.com and had been contacted by our Customer Service Management Team. Mr. [redacted] order was corrected and we are currently in the process of making the final delivery arrangements with Mr. [redacted] for the remaining pieces of his order. We sincerely regret the inconvenience of this situation and have provided Mr. [redacted] with a contact name and number for any future concerns. We will continue to work with Mr. [redacted] until his delivery has been completed. Regards,[redacted]Executive AssistantAshley Furniture Homestore

January 19, 2016

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] #[redacted] We appreciate that you have notified us regarding Mr. [redacted] concerns. Mr. [redacted] original purchase was delivered on 08/10/2013. On 09/16/15 Mr. [redacted] had contacted our local Ashley Homestore location to report challenges with the cushioning of his sectional. Mr. [redacted] had been contacted by our customer service department and had been advised that the manufacturer warranty had expired for the cushioning. Mr. [redacted] had been offered a resolution to purchase the necessary replacement parts. Mr. [redacted] did not agree with the resolution. On 12/23/2015 we had received correspondence from Mr. [redacted] with his dissatisfaction of the concerns with the cushioning on his sectional. Mr. [redacted] was offered then reduced pricing for the replacement parts and installation by an Ashley certified technician at no charge. Mr. [redacted] had accepted the terms and placed the order for the replacement parts. On 12/30/2015 Mr. [redacted] had notified our customer service department that he had received his replacement parts and had been scheduled for the installation on 01/12/16. On 1/12/16 our service technician had indicated that there was a miscommunication in scheduling and was not given enough time to complete the full installation. Mr. [redacted] had been contacted by our Customer Service Manager who apologized for the error and rescheduled the remaining installation time for 01/19/2016. The services were rendered complete and Mr. [redacted] was also compensated for the error in scheduling. We regret the challenges that Mr. [redacted] experienced with his purchase and he has the direct contact information for the Customer Service Manager should he have any challenges in the future.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original delivery occurred on July 14, 2011.  On October 7, 2014, Mr. [redacted] reported color fading on his sectional and requested a service appointment. Our Customer Service department requested that he send photos of his sectional to be reviewed by our Corporate Technician. Mr. [redacted] photos were received and reviewed on October 11, 2014. It was determined that his sectional was fading due to a lack of maintenance and not because of a manufacturing defect. In an attempt to satisfy Mr. [redacted] concerns, he was contacted by our Corporate Customer Care department and authorized for a courtesy exchange on his sectional. Mr. [redacted] sectional was delivered on October 25, 2014. At the time of delivery, Mr. [redacted] reported damages to nearly all of the pieces. He was contacted immediately and authorized for either a reselection or exchange on the furniture. Mr. [redacted] chose to have his furniture exchanged. He has remained dissatisfied with his merchandise. Because no defects can be detected on his sectional, we have offered to pick it up and issue a full refund. Mr. [redacted] is working with our Customer Care department to schedule a pick up date and will then be refunded.   Regards,[redacted]Executive AssistantAshley Furniture Homestore

We are not happy at all with Ashley furniture.  I would like others to know how poorly they treated us, and they will lie to get a sale.  Please publish this in the Revdex.com.  We will be done with these people now.

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] purchased his furniture on February 13, 2015. On February 16, 2015, he reported an error on his...

sale and went to the store where it was corrected. Mr. [redacted] new delivery date based on the eta of the updated product was scheduled for March 10, 2015. Mr. [redacted] later indicated he wasn’t aware his delivery date was so far out and was contacted by our store management team. We were able to move up Mr. [redacted] delivery to February 27, 2015. Mr.[redacted] delivery occurred without incident and he was compensated for the earlier error.  He has been provided a contact name and number for any future issues and we hope Mr. [redacted] can nowenjoy his furniture.   Regards,[redacted]Executive AssistantAshley Furniture Homestore

class="MsoBodyText2">Hello,

Thank you for contacting

Ashley Furniture Industries, Inc. We appreciate that you have notified us

regarding Ms. [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.
 

Each authorized Ashley dealer and HomeStore is independently

owned and operated. All warranties are handled at the retail level; therefore,

I do not have information at our office regarding the status of Ms, [redacted]’ claim.
 

If  Ms. [redacted] or

the [redacted] would like to reply to this email ([redacted])

with additional information, I would be happy to forward a request for service

to the owners and/or managers of the store from whom she purchased. Please

provide me with the name and location of the store where the furniture was

purchased and the model and serial numbers of the items in question.
 

Thank you.
 

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Although, I have not been contacted by anyone on April 4th, or any other date I will accept the offer, provided that Ashley Furniture reconsider the ridiculous guideline of asking for a letter from an individuals bank account if the person has identification and receipts. We have already been victimized once, we don't need it again.

December 18, 2015 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] Revdex.com complaint #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. We received Mrs. [redacted] correspondence from the Revdex.com on 12/2/15 stating that they were unhappy with the mattress that she had purchased on 9/11/15 and received on 11/26/15. We regret that Mrs [redacted] felt ignored and was not helped to her satisfaction when she was initially in the store to address her concerns with her mattress purchases.  Since receiving Mrs [redacted] concerns, our store manager Rick C[redacted] has reached out to Mrs [redacted] to further explain our no return policy on our mattresses.  Unfortunately a comfort concern does not fall under the manufacturer guidelines for replacing a mattress. Mr. C[redacted] has also said that he would be happy to work with  Mrs [redacted]  on pricing for her if she decided she wanted to make a new purchase on a different mattress set but unfortunately a return on her mattress set would not be granted at this time.  On 12/18/15 we received Mrs. [redacted] rebuttal from the Revdex.com that she remained unsatisfied with the company’s decision regarding the concerns with her mattress. Unfortunately the Ashley Furniture Homestores does not have a return policy for any mattress or bedding purchase which Mrs. [redacted] had signed in agreement with at the original point of purchase. Our decision as a company remains unchamged.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted] Glendale, AZ 85308

Re: [redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. and Mrs. [redacted]’s concerns.Mr. [redacted]’s originally picked up their merchandise...

on 08/09/2014 from our [redacted]s distribution center. On 08/11/2014 they had reported challenges with the merchandise with the merchandise and were authorized to have the merchandise exchanged under the terms of our 1 time no hassle exchange policy. The merchandise in question was delivered at no charge on 08/22/2014 in which the items were sent back stating that the pieces were not to their satisfaction. On 8/30/2014 the merchandise was redelivered with 1 challenge reported. The final piece was delivered 09/03/2014.On 02/10/2015 Mr. and Mrs. [redacted] contacted our local Ashley Furniture Homestore in [redacted], NV siting that their sectional was “loose”. On 02/17/2015 our service technician visited the [redacted]’s and determined 2 items were defective and could not be repaired authorizing the exchange of the merchandise. On 03/01/2015 a 2nd technician was sent to the [redacted]’s to evaluate the one item as Mr. [redacted] preferred to have the item repaired. The technician was able make the necessary repair to the item and the service work order was signed as completed with no additional challenges. On 03/05/2015 in an attempt to deliver one item to be exchanged the item was sent back due to a loose thread. At this time Mr. and Mrs. [redacted] had expressed their frustration with their purchase and had requested to speak to our Dispatch unit as they had previously spoken with her. We had attempted to contact Mrs. [redacted] on 03/05/15 and were unable to reach her via phone. On 03/06/2015 we were able to speak with Mrs. [redacted] who had again expressed her frustration, which we had offered to compensate her in the amount of $165.00 (plus any applicable tax). Mrs. [redacted] had declined and had requested to speak with a supervisor. Mrs. [redacted] was contacted again on 03/06/2015 in an attempt to resolve her concerns in which she had declined and requested a refund. The [redacted]’s information was sent to our Customer Service Management team who approved the return of the merchandise on 03/07/2015.Mr. and Mrs. [redacted] were contacted to arrange the pickup and refund of their order, which there were questions as to how the refund would be processed. Mr. and Mrs. [redacted] had partially paid with acredit card and had partially financed the balance through [redacted]. Mrs. [redacted] was explained the refund process with the finance company and after speaking with our customer service management team the merchandise was picked up on 03/25/2015 and their refund has been processed in full. We sincerely regret the inconvenience of this situation and have provided Mr. and Mrs. [redacted] with a contact name and number for any future concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Mr. [redacted] original delivery occurred on 12/22/2009. Mr. [redacted] stated that he had attempted to contact us in 2010 to...

report damages to the frame of his sofa and was denied service. We were unable to locate any documentation of that occurrence and scheduled an appointment for our service technician to conduct the needed repairs on 09/13/2014.On 9/13/2014 our service technician arrived to Mr. [redacted] residence and determined that the damage was too extensive for any type of repair. The technician had also reported that Mr. [redacted] had attempted to repair the damages to the frame of the sofa himself voiding any manufacturer’s warranty. Mr. [redacted] was contacted by the Customer Service Management team and offered a replacement sofa as acourtesy to resolve the issue which Mr. [redacted] has accepted. We regret any challenges that Mr. [redacted] has experienced and we have come to a reasonable solution to the concerns that both parties have accepted.  Regards, [redacted]Executive AssistantAshley Furniture Homestore

April

1, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428 North 12th Street        

Phoenix, AZ

85014

Re: [redacted]

/>

[redacted] #[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on

March 19, 2014. On March 20, 2014, Mr. [redacted] contacted our Customer Service

department and reported his mattress was uncomfortable and he could feel the

coils. Mr. [redacted] asked to return the mattress but was advised there is not a

return policy on mattresses.

Mr. [redacted] is scheduled for a service

appointment for April 5, 2014 at which time our service technician will inspect

the mattress for defects. As per the Simmons warranty, a defect is considered a

body impression of 1.5” or greater. Mr. [redacted] has been provided a copy of the

Simmons warranty and will be followed up with after his service appointment. He

has been given a contact name and number for any further questions.

 Regards,

Executive

Assistant

Ashley

Furniture Homestore

 

 **

Re: [redacted] #[redacted]Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original delivery occurred on 11/28/2014. On 05/28/2015 Mr. [redacted] contacted...

our customer service department to report an impression in his mattress. On 06/06/2015 a service technician was dispatched to Mr. [redacted] residence to perform an inspection on the mattress. Upon inspection it was determined that there were no defects present with the mattress. It was also reported that there were multiple stains on the mattress which per the policy of the manufacturer voids any implied warranties on said product. On 06/26/2015 Mr. [redacted] had contacted our customer service department explaining his dissatisfaction with the mattress and felt that “fiberglass” was being released from the mattress. It was explained to Mr. [redacted] that mattresses do not use fiberglass in the construction process of a mattress. We received Mr. [redacted] correspondence from the Revdex.com on 06/25/2015. Mr. [redacted] was contacted by our customer service management team and was explained the terms of the warranty on the product and that if Mr. [redacted] would be able to have the mattress professionally cleaned with documentation and a receipt provided we would assist Mr. [redacted] with a reselection to a different mattress to appease the situation. Mr. Burt has agreed to the terms and has the contact information for the customer service management team to reach once he has completed the terms of the agreement.  Regards,[redacted]Executive AssistantAshley Furniture Homestore

December

14, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street            Phoenix,

AZ 85014Re: [redacted] Revdex.com

complaint #[redacted]Thank you for contacting...

Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mrs. [redacted] concerns.We received Mrs. [redacted]

correspondence from the Revdex.com on 12/2/15 stating that they

were unhappy with the mattress that she had purchased on 9/11/15 and received

on 11/26/15. We regret that Mrs [redacted] felt ignored and was not helped to her

satisfaction when she was initially in the store to address her concerns with

her mattress purchases.  Since receiving

Mrs [redacted] concerns, our store manager Rick C[redacted] has reached out to Mrs

[redacted] to further explain our no return policy on our mattresses.  Unfortunately a comfort concern does not fall

under the manufacturer guidelines for replacing a mattress. Mr. C[redacted] has

also said that he would be happy to work with  Mrs [redacted]  on pricing for her if she decided she wanted

to make a new purchase on a different mattress set but unfortunately a return

on her mattress set would not be granted at this time.   Regards,Renee

L[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

June 13, 2014  BetterBusiness Bureau, Inc.DisputeResolution Department[redacted]            [redacted] Re:[redacted] #[redacted]Thank you for...

contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. Mr. [redacted] has been contacted by our store management team to apologize for the miscommunication in pricing. He was contacted again on June 6, 2014 and has confirmed he has received his refund. We do regret that Mr. [redacted]’s experience was less than satisfactory. He has been provided a contact name and number for future concerns, should he choose to shop with us again.   Regards,[redacted]Executive Assistant[redacted]Furniture Homestore[redacted]

Thank you for contacting Southwestern Furniture of [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’ concerns.Ms. [redacted]’ original delivery occurred on April 4, 2014. At the time of delivery, Ms. [redacted] realized she had received the wrong bench. She contacted the store where she purchased to rectify the error and unfortunately, the correct bench was delayed. Ms. [redacted]’ correct bench was delivered on May 1, 2014. She has been contacted by our General Manager and in addition to offering an in store credit to be usedon a future purchase, Ms. [redacted]’ delivery fee was refunded. We sincerely regret the error and apologize for any lack of empathy or ownership she experienced in this situation. We hope Ms. [redacted] is now able to enjoy her furniture and will consider shopping with us in the future. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Sorry for the delayed response.  The replacement parts were the wrong parts and could not be installed.  The technicion attemptied to refinish the wood again, resulting in the finish of the wooden chairbacks to be even darker than the wood on the table. Now they don't match the wood on the table at all.  (See attached photo) The whole process is totally unacceptable and the problem is even worse then when it started.  At this point, Ashley is unwilling to refund or replace the dinette set.

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.

Ms. [redacted] original delivery occurred on January 25, 2014. On January 27, 2014, Ms. [redacted]...

contacted our customer service department and reported that one of her accent chairs had some type of dirt stain on it and her sofa was ripped on the corner. A service appointment was scheduled for February 22, 2014. 

On that date, our technician determined both of Ms. [redacted] accent chairs and sofas had extensive pet damage (see photos). The technician explained to Ms. [redacted] that pet damage is not serviceable. Our Customer Service department followed up with Ms. [redacted] and offered to order replacement parts at no charge. Ms. [redacted] declined this offer. On March 22, 2014, Ms. [redacted] was contacted by our Corporate Customer Care department and we again explained we could order replacement parts at no charge, but would not install them. We further offered to refund Ms. [redacted]’s extended warranty. Ms. [redacted] again declined.

Our upper management and senior technician staff cannot attribute Ms. [redacted] furniture damage to anything other than pet/animal damage, as evidenced in the attached photos. In an effort to amicably assist Ms. [redacted] in this situation, our offer to send replacement parts and refund the extended warranty still stands. Ms. [redacted] has been provided a contact name and number should she reconsider.

Regards,[redacted]

[redacted]Executive AssistantAshley Furniture Homestore

January 14, 2016

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] # [redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns. Mr. [redacted] original purchase was made on 11/29/2015 and scheduled to be received on 12/12/2015. On 12/9/2015 we were notified from our manufacturer that there was a delay in shipping on the order and could be rescheduled for 12/17/2015. Due to the delay on the order Mr. [redacted] had been offered delivery at no additional cost. Upon the delivery there were 2 items that had been reported with minor damages and an appointment for a service technician was scheduled for 12/23/2015. The appointment had been complete and signed in agreement that all services had been rendered. iWe had received Mr. [redacted] correspondence from the Revdex.com on 01/7/2016. Our Customer Service Management team contacted Mr. [redacted]n which Mr. [redacted] had advised that he was unsatisfied with the services rendered on their pieces. It was agreed to replace the original damaged pieces which was completed on 01/13/2016 and Mr. [redacted] was compensated for the challenges experienced with the purchase. We regret the delays and damages on delivery with Mr. [redacted] purchase and he has the direct contact information for the Customer Service Management team should he have any challenges in the future.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]