Ashley Furniture Homestore

This Notice that I just received today, is the first notice I was sent on this customer Below I will tell you what happened with the order and how it was handled Ms [redacted] made a purchase from the Bear De location on 6/12/15, at the time of the customers purchase, some of the items she was purchasing showed low quantities, we quoted the customer up to weeks for arrival of the product, but we told the customer we would keep an eye on the order and make her aware of any changes, which we didUnfortunately a set she had ordered kept getting pushed out, the stock was just not coming in to the warehouse so we could not get the items for the customerWe made the customer aware of the situation and told her if she wished, we could bring the other items in on the order and deliver them and when the other pieces came in, we would either deliver or she could pick them upThe customer did not want us to separate the order so we still kept everything to ship togetherWeeks went by we kept checking on her order and still, those items that were showing low stock, were still not coming in, we ended up calling the manufacture and finding out, that the one set had actually just been discontinued and they could no longer fulfill the orderWe immediately called the customer, made her aware of the information we just found out and we had given her the option to either reselect or she could get a full refundThe customer chose to get a full refund and that same day, her husband came back to the store where the purchase was made and received a full refund 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] The TOC does not state that it will take almost moths for the the delay and this is just a tentative and estimated date which they could reschedule againPure greed plain and simpleYour TOC must state that their is no definite date of delivery and could take monthsSee you in court Ashley FurnitureLet see how your TOC will hold

Hi Revdex.com Hope all is well, this claim is against [redacted] , the extended warranty plan, this letter was sent for action and follow upAshley call guest to follow up , got voice mail left message with a call back number for guest to contact usThanks as always to bring to our attention

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Anita J [redacted] situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon full review of MsJ [redacted] situation, our retail location has sent a request to refund MsJ [redacted] Synchrony account in the amount of $ It may take 1-billing cycles to appear on her Synchrony statementRegards, Ashley Furniture Industries, IncCorporate Office AB

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding [redacted] situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerAfter a full review of Mrs [redacted] concerns, we contacted our retail location and warehouse to look into the matter furtherPer our warehouse manager, he has been in contact with Mr [redacted] via emailIn this correspondence, we informed Mr [redacted] that we would be delivering the chair and a half that matches their set free of chargeWe will be contacting Mrand Mrs [redacted] as soon as we are able to schedule a deliveryWe apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving MrsBryant’s concernsIf Mrs [redacted] should need additional assistance or has further questions she may reach out to our retail location at [redacted] Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] A [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 After further review of [redacted] ’s complaint, we have found that a complaint was filed through Ashley Furniture in regards to the item in questionAshley Furniture has sent out parts and technicians to resolve [redacted] ’s complaintThe last technician we sent did report back that [redacted] had advised that repairs had already been completed, and we have not received a new complaint since repairs were completedThe item in question does not have a protection plan, however it does have a manufacturing warranty We are reaching out to the store to figure out the issue with the paperworkAt this time we invite the customer to contact our customer care at ###-###-#### with any further warranty issues Regards, Ashley Furniture Industries, IncCorporate Office KC

We have contacted our customer this morning and are working together on a resolution

Thank you for the update on [redacted] ’s situation On 3/6/we reached out to the retail location to inquire about the refund request We were advised on 3/7/that the refund request was submitted On 3/9/a customer service agent reached out to [redacted] to advise the request was put through and that they would follow up with him in about a week to make sure all it goodRegards, Ashley Furniture Industries, IncCorporate Office KC

Hello Revdex.com, Good evening, Hope all is well, call guest regarding complaint received, was unable to reach guest but left a voice mail that we do apologized for his inconveniences The requesting missing components was ordered for himResolution, the components shipped on 10-5-by UPS , tracking number [redacted] Thanks as always to bring to our attention

We have spoken with our customerDelivery completed 08/22/

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Blair [redacted] ’ situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerWe reached out to our Warehouse to check on when the item would be shipped out to Ms [redacted] Our Warehouse has advised it should be shipped out later this week, however we have very low stock of the item Once the item ships out the tracking number will be updated in the sale and then we will be able to track it to see when the estimated delivery would be We apologize for any inconveniences this has caused Ms [redacted] and would like to offer her a $gift card to use at one of our Ashley Furniture Industries, IncHomeStore locations We invite Ms [redacted] to contact our Customer Service department if wanting to accept the gift cardRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] situationWe take these matters seriously and appreciate the time and efforts taken by [redacted] to bring this situation to our attention Here is response that I received from the LA Broadway Store, I will also be attaching the documentation that they had provided:“Service Request notes sates that sale was lowered by $and customer was sent $gift card due to the inconvenience As per lamps, they were returned here to store as UPS stated that customer had movedNotes on lamps at store states that customer was contacted twice that item was returned here to sender Account Receivables notes shows customer financed $and customers’ purchase history shows that $was delivered, showing that $was reduced from sale If customer did not receive the gift card we can go ahead and resend a $for the inconvenience As for lamps, customer can pick up from store or we can resend or we can credit the $that was billed for the lamps”It does appear that the store has addressed all of their concerns and are waiting for a response back form the customerThank you for bringing the Guzman’s concerns to our attention We apologize for the miscommunication with their order and we hope we can resolve their complaint ASAPRegards,Ashley Furniture Industries, Inc.Corporate Office SC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [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 receiving Ms***’s complaint, we have reached out to upper management at the Ashley Furniture Industries, IncHomestore she purchased from The manager from the store has already advised the ***s that the odor is and will go away with time He also called Tempur Pedic while the ***s were in the store and the representative from Tempur Pedic also advised the ***s that the odor is and will dissipate over time At the same time the store manager went over the sale paperwork that was signed showing they understood our terms and conditionsOur terms and conditions state “No returns or refunds on Closeouts, Accessories, sales, Mattresses, or Foundations” Regards, Ashley Furniture Industries, IncCorporate Office KC

This complaint is about 99% liesWe are doing nothing for this customerSorry

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: / [redacted] Style Definitions */ In regards to all comments made: "Customer service should be following up if you made the drivers aware of the issue"- Customer service follow up happened primarily by myself having to make continuous phone calls Every time the drivers left, I was told that customer service would be calling me and every time I had to make the call myself All my concerns regarding damaged and delayed furniture did not seem to be that big of a deal If anything, the customer service representatives actually made me feel like I was a nuisance and that my problems were trivial, especially on this last phone call The customer service rep pretty much said what could we help you with now I had to call yet again because now that the furniture has been repaired, I finally went about putting clothes in drawers At this time, I found that the supposed fingerprint smudges that the delivery guy told me could easily be wiped away were actually tarnish I do not expect all of my handles on my brand new furniture to already be equipped with tarnish Shame on me for believing the delivery guy I guess I should have known better than to trust the word of anyone at Ashleys "The nightstands were not on your original complaint"- The nightstands most definitely were on the original complaint To be exact it said “October 15th came around and we come to find that we were ordered a queen mattress for our king bed, the nightstands are on back order” Then I continued to mention the nightstands when I stated “We now have no bed to sleep on, no dresser to put our clothes in, and no nightstands, along with no answers” As you can read, my original complaint was that the nightstand was not delivered If you are referring to the fact that I did not make any complaint about the scratches, that would be in fact impossible to do since I never received the delivery at that point However, in my follow up message AFTER THEY WERE DELIVERED I did comment regarding “Both nightstands have surfac scratches as if someone placed something on them and one of them has an area of chipped wood.” At that point in time, I did have the nightstands so my comment was updated to state the facts at that point and time Do you see what I did there? I stated actual facts and actually went back and reviewed to make sure they were facts before I made a statement Apparently whoever is reviewing this complaint has not done the same before making such a bold statement "If the new dresser has damages we will resolve or replace"- The damages have been handled on the wood and the pieces should be on their way for me to replace on my own We will see how this goes and if my new pieces come tarnished as well "The mattress delivered was in the manufacturer's packagingTo eliminate cross contamination we do not open mattresses until delivery If the issue cannot be corrected we will have the manufacturer send us a replacement"- The replacement was ordered and again I appreciated this However, this is concerning that my expensive mattress that was brand new was dirty inside the packaging This makes me wonder if used is sold as new? “We apologize for the issues and delays It may take as much time to resolve as the first order took We are a factory direct operation so all parts and pieces come from outside of Jacksonville and we are the mercy of their shipping schedules”- It is funny how the apology is attached with a statement regarding the fact that that issues is with the outdoor vendors and their shipping schedules Apparently, Ashley furniture has a problem admitting where they are at fault The shipping schedule has nothing to do with the fact that Ashley furniture felt it was acceptable to deliver scratched, dented, cracked, and now tarnished furniture to a customer Also the shipping schedules have nothing to do with the fact that the customer had to resort to writing the Revdex.com to get anything resolved accordingly Why did the customer have to go about making numerous phone calls to get anything done? I feel I definitely have reasons to be concerned When I bring forth over dollars for brand new furniture, I am expecting furniture that is in showroom condition, not furniture that is scratched, dented, and etc Instead of being understanding regarding the frustration the customer may have regarding the fact their furniture is delayed or damaged the customer is instead met with disgruntled employees as id the customer is a nuisance and should just let the situation go Instead of taking ownership for the mistakes being made, it seems as if I am just getting excuses as to why it's not the fault of Ashley's Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience of our customer not having their furniture in time for Thanksgiving.We are constantly working to develop and maintain the best customer service standards in our industryOur management is charged with great responsibility and empowerment to help resolve issues as they arise It is very important to us that our employees provide clear honest communication and set realistic expectationsUnfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability We have gone to great lengths developing the best “just in time” ordering systems possibleThese systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup thatcan be provided It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control As a gesture of good will, we have compensated our customer and apologized for her inconvenience Thank you for bringing this to our attention.Sincerely, [redacted] ***Office of the President

Hello Revdex.com, Good Evening! Hope all is well, reached out to guest , unable to make verbal contact, when guest call us we will inform same as previously offeredResolution, guest can reselect a different mattress for the same value paid originally , if chose higher value will be responsible to pay the differenceIn guest response claiming will keep the same mattress, in case guest change their mind this offer is valued until 6-30-17.Thanks as always to bring to our attention

[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 11744024, and hope to find that this resolution is satisfactory to meI am waiting to for my third delivery and hope that the item is not damaged Regards, Alexia D [redacted]

Complaint: [redacted] I am rejecting this response because:While I appreciate Mr [redacted] 's expectation for customer service, this is not the customer service I experiencedAt no time were we provided any literature nor was there posted signage regarding the month financing, let alone the requirement of a protection plan and delivery.I'm also uncertain as to where Mr [redacted] came up with $The price tag on the pillows stated $pillows with tax comes to $This is a moot point as the [redacted] , ***, contacted me stating they would be crediting me for the sales tax; therefore, the full amount of the pillows, including the sales tax was credited to my account.Regards, [redacted]

A refund check was printed and sent through standard mailed on 10/9/Please allow up to Monday through Friday business days for the mail to be delivered If the check does not arrive within the period please contact usIf there are any other issues that need to be addressed please let us know!