Ashley Furniture Homestore

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 

Here is the additional information requested

Hi Tammy,
 

Here is the information requested from my [redacted] message. Thank you for looking into this.
 

[redacted]  ID: [redacted]
 
 

1.      Location of store: Ashley Furniture Home Store - [redacted]  [redacted] (###-###-####)
 

2.      Sales #[redacted]
 

3.      These are the items numbers and descriptions listed on my original receipt:
 

a)      D328-25 Rectangle Dining Room Table

b)      D328-01 Dining UPH side Chair (2/CN)      

c)      D328-09 DBL Counter UPH bench (1/CN

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

original delivery occurred on 03/15/16. After the delivery had taken place Ms. [redacted] had contacted our customer service department to advise that the delivery team had caused damage to their property team during the delivery. Ms. [redacted] was advised that our delivery service is done through a 3rd party delivery service company and that their correspondence would be sent to their management team to follow up. On 03/16/16 we had received a response from the 3rd party delivery management team that they had attempted to contact Ms. [redacted] to address the concerns with the damage to their property. On 03/31/16 we had received Ms. [redacted]’s correspondence from the Revdex.com stating that they had not received any further follow up regarding the damages to their property. Our customer service management team reached out to our 3rd party delivery management team on 03/31/16 asking for a status on the claim. We had received a response stating that they had not been able to reach Ms. [redacted] regarding the concern and would continue to reach out to her. On 04/06/16 our customer service management team reached out to Ms. [redacted] to see if she had been contacted regarding the concerns and she had stated that she had not, however she had already corrected the damages to her home. Our 3rd party delivery company will be issuing Ms. [redacted] a gift card for the inconvenience. We regret Ms. [redacted]’s experience and she now has the contact information for our customer service management team should she have any additional questions or concerns that need to be addressed.  Regards,Renee L[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] concernsMr. Shelton’s original delivery occurred on 07/14/2015 and was...

delivered by a 3rd party delivery company that is contracted via the Ashley Furniture Homestore. Mr. [redacted] and the delivery team had acknowledged the damage to his property while the delivery team was at his residence. As this is a contracted company not owned or operated by the Ashley Furniture Homestores, the delivery team andtheir company are responsible for any damages to a customer’s property should they occur. Mr. [redacted] property damage claim was reported to the delivery company’s management team the same day that the damages occurred.On 7/28/15 we had received confirmation that Mr. [redacted] property damage claim had been resolved. Mr. [redacted] had contacted our Customer Service department to advise that his property damage claim had not been resolved. Our Customer Service department had contacted the delivery company management team to notify them of Mr. [redacted] concerns. As of 8/20/15 the delivery company’s management team have visited Mr. [redacted] residence per personally and they are working on a resolution to the concerns. We regret the challenges Mr. [redacted] has experienced and we have been assured by the delivery company that Mr. [redacted] concerns are being addressed. Regards,[redacted]Corporate Customer Care DirectorAshley Furniture Homestore

July 19, 2014

RevDex.com, Inc.

Re:

[redacted] #[redacted]

Thank you for contacting [redacted]

[redacted], dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr....

[redacted]’s concerns.

Mr. [redacted]’s original

delivery occurred on July 2, 2014. His mattress was received with lumps and

waves due to being store incorrectly, so he did not accept it into his home.

His mattress was redelivered on July 4, 2014. On July 5, 2014, Mr. [redacted]

reported that his mattress did not expand and had to be exchanged. Mr. [redacted]’s

mattress was successfully delivered on July 8, 2014.

We sincerely regret

the delay in delivering an undamaged mattress to Mr. [redacted]. He has been

generously compensated and provided with a contact name and number should he

have any future concerns.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

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 June 6, 2014. At that time, his bed was...

received with significant damage and Mr. [redacted] had to decline the delivery. He immediately visited our store and selected different merchandise. The new furniture was delivered on June 13, 2014, but Mr. [redacted] informed us what we were delivering is not what he had selected in the store. Mr. [redacted] requested delivery of the correct merchandise to occur on June 20, 2014. Unfortunately, our factory has delayed the order and it cannot be delivered before June 28, 2014. Mr. [redacted] has decided to cancel his order. His bed is being picked up on June 20, 2014 and will be refunded. We have provided Mr. [redacted] with a metal bedframe for interim use. We sincerely regret the damage and then error on Mr. [redacted]’s bed and though unintentional, realize it has been an inconvenience. We do hope to earn his business in the future and have given him a contact name and number should he choose to return. Regards,[redacted]

Executive

Assistant

Ashley

Furniture Homestore

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.

Although the improper bed was picked up on 6/20/14 and a metal frame was installed I have not received a refund to date nor have I received compensation for my wife's time (3 days PTO) as promised via email from the stores sales manager.  Until both the refund and recompense has been received I cannot consider this matter resolved.

Regards,

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

Ms. [redacted]’s original delivery occurred on July 12, 29014. At the time of delivery, Ms....

[redacted] reported service issues with her sectional and advised the store she wanted to cancel her order. Ms. [redacted] was contacted by Customer Service and schedule a technician to make necessary repairs. On July 15, our technician was able to repair 2 of the pieces and determined the 3rd piece must be replaced. On July 16, 2014, Ms. [redacted] again contacted the store and stated she preferred to cancel.

On August 16, 2014, Ms. [redacted] informed us she had not yet received her refund. Our A/R department was immediately contacted and has rectified the situation. On August 28, 2014, Ms. [redacted] informed us that her bank has reported a stop payment on her refund check. We are in contact with Ashley Furniture Industries and are pursuing an immediate resolution. We do regret the delay in the refund and have provided Ms. [redacted] with a contact name and number for any future concerns.

Regards,

Executive Assistant

Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’ concerns.Ms. [redacted] original delivery occurred on April 20, 2014. On the day of delivery, Ms....

** [redacted] reported tears on her sofa and loveseat. A service was scheduled for April 21, 2014 and the technician determined replacement parts should be ordered. Ms. [redacted] indicated she preferred to have her furniture replaced. We attempted to deliver Ms. [redacted]’ new furniture but unfortunately brought a sofa instead of a loveseat. Ms. [redacted]’ delivery was corrected and rescheduled. On May 9, 2014, we delivered Ms. [redacted]’ replacement loveseat which was damaged. Ms. De Los Reyes at that point was authorized for a reselection so that she could choose new merchandise. The delivery of her new merchandise occurred on May 16, 2014 without incident. We sincerely regret the failed delivery attempts and resulting inconvenience and hope that Ms. [redacted] can now enjoy her furniture. We will continue to follow up with Ms. [redacted] to ensure her satisfaction. She has been given a contact name and number for any further concerns.   Regards,[redacted]Executive AssistantAshley Furniture Homestore

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,

[redacted]

April

15, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

Re: [redacted]

/>

Thank you for contacting Southwestern

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

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

Ms. [redacted]’s original delivery occurred on October

25, 2013. On April 7, 2014, Ms. [redacted] reported to the Revdex.com

who in turn notified our Customer Care department that she had bed bugs and

believed they originated from our furniture. Because the furniture has been in

Ms. [redacted]’s home for nearly six months, we cannot and will not accept any

liability for any infestation of Ms. [redacted]’s furniture.

Ms. [redacted] has been contacted and advised

that we only sell brand new, encased or sealed product from our warehouse and

we never pick up, transfer or bring into our warehouse any furniture that has

been used. We further provided Ms. [redacted] with the following information:

There are several means by which a home

can become infested with bedbugs. People most often acquire bedbugs at hotels,

motels, and bed-and-breakfasts and bring them back to their primary residences

in their luggage. Bed Bugs can also

latch onto your clothing and travel with an individual to and from their

workplace. The fact is that although bed bugs can survive extended periods of

time without feeding they are only attracted by living beings and predominantly

the carbon dioxide and heat that comes from the breath of their host.

We have had no reports of bed bugs from any

of our customers in the previous 12+ months and no indication whatsoever of an

infestation or even of a single occurrence in our warehouse. While we do

empathize with Ms. [redacted]’s situation, we emphatically reiterate it cannot be

attributed to our company or the delivery of our furniture.

Regards,

Executive

Assistant

Ashley

Furniture Homestore

[redacted]

Thank you for contacting [redacted], [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

 

Ms. [redacted]’s original delivery was on February 4, 2012. On April 27, 2013, Ms....

[redacted] contacted our Customer Service department and reported that wood underneath the table was falling off.  On May 11, 2013, our service technician was able to repair the table to manufacturer specifications.

 

On January 22, 2014, Ms. [redacted] contacted our Customer Service department and reported service issues with her table once again. On February 8, 2014, our service technician determined he was not able to make any repairs because the damages were too excessive. Ms. [redacted] has since been contacted by our Corporate Customer Care department and a service with a Lead technician has been scheduled for February 22, 2014.

 

We will continue to follow up with Ms. [redacted] to ensure her satisfaction. She has been given a contact name and number for any further concerns.

 

Regards,

 

Executive Assistant

Ashley Furniture Homestore

[redacted]. [redacted], [redacted]

[redacted], [redacted]

May 11, 2016 Revdex.com, Inc. Dispute Resolution...

Department [redacted]           

[redacted] Re: [redacted]

* 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 purchase was made on 09/12/2015 and 09/14/2015. On 02/17/2016 our Retail Operations Manager had reached out to Ms. [redacted] to advise that there was an error with our credit card machines and that their transactions via their credit card had not been processed and the goods received from those purchases had not been paid for. To validate the claim Ms. [redacted] had been provided the dates, transaction amounts, and ending card numbers to verify with her financial institution that the transactions had not been processed. As of 02/23/2016 there was no response from Ms. [redacted] and a notice of our attempt to collect on the debt had been sent to Ms. [redacted]. As of 04/04/16 there was still no response regarding the payment due for the goods received. On 04/14/16 with no additional response Ms. [redacted] account had been turned over to a 3rd party collection agency to obtain payment for the unpaid goods Ms. [redacted] had received. As of 05/07/16 our Retail Operations Manager has been in contact with Ms. [redacted] and is continuing to work with her on a resolution to the concerns. We regret the challenges with Ms. [redacted] purchase and he has the direct contact information for the Operations Retail Management team should for any additional questions or concerns.  Regards, Renee L[redacted] Customer Service Director 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 Ms. [redacted] concerns.Mr. [redacted] purchased his merchandise on 06/03/2015 and were...

originally scheduled for delivery on 06/25/2015. On 06/22/15 we were notified via our manufacturer that there was a production delay on their purchase and they accepted a partial delivery of their order minus 2 dining room chairs. On the original delivery date of 06/25/2015 there was an item that had been damaged and returned to our distribution center for a full refund. We received Mr. [redacted] correspondence and have apologized for their experience via our Customer Service Management team. They are scheduled to receive the remainder of their order on 08/06/15 and have been compensated for their experience. We sincerely regret the inconvenience of this situation and have provided Mr. [redacted] with a contact name and number for any future concerns. Regards,[redacted]Executive AssistantAshley Furniture Homestore

[redacted]  [redacted] Re: Katie B[redacted] Thank you for contacting [redacted], dba Ashley Furniture Homestore. We ppreciate that you have notified us regarding Mrs. B[redacted]’s concerns. We received Mrs. B[redacted]’s rebuttal from the Revdex.com on 03/01/2016. As stated in the terms and conditions of the original purchase agreement “The Sales Order Terms and Conditions provided at the time of sale states, "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged." The merchandise in question is neither defective nor damaged and the concerns reported are a matter of preference. The option to return the merchandise for store credit was an alternative provided to Mrs. B[redacted] in an attempt to appease the concern, however this does not nullify any existing company policy agreed to at the point of purchase. We the Ashley Furniture Homestores feel that we have made every attempt within our means to assist Mrs. B[redacted] with a resolution to her concerns and we are unable to authorize Mrs. B[redacted] a full refund as per her request. Our decision as a company remains unchanged.  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 order was picked up from our local distribution center via the...

company “Man Movers” on 02/03/2015. . Mr. [redacted] contacted our [redacted], UT Ashley Homestore to report the concern on 02/09/15 that there was an item missing from the invoice.It was confirmed via our distribution center on 02/09/15 that there was a missing item from the original pickup. M. [redacted] had requested that he be compensated for the inconvenience which he was issued a $50.00 in-store credit which had initially been agreed upon and used in our [redacted], UT Homestore on 02/21/2015 when he returned to pick up the missing item from our distribution center. We regret the error with Mr. [redacted] original pickup and we have confirmed that all merchandise has since been received. Our [redacted], UT Ashley Homestore management team has made several attempts to reach Mr. [redacted] since the complaint has been filed with no response.   Regards,[redacted]Executive AssistantAshley Furniture Homestore

July 3, 2014

RevDex.com, Inc.

Dispute Resolution Department

[redacted]           

Re:

[redacted] #[redacted]  

/>

 

 

Thank you for contacting [redacted]

[redacted], dba Ashley Furniture Homestore. We appreciate that

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

Ms. [redacted]

cancelled the order for her chair in February, 2014. Due to an oversight, her

refund for the chair was not processed. Upon receiving her correspondence, our

store management team contacted Ms. [redacted] to apologize and immediately

processed the refund.

We do regret the

delay in a resolution to this issue. Ms. [redacted] has been given a contact

name and number for any future concerns.

 

Regards,

Aimee

Mariani

Executive

Assistant

Ashley

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. Ms. [redacted] original delivery occurred on November 21, 2013. At the time of delivery, Ms. [redacted] reported...

damages to her sectional and our Customer Service department authorized an exchange. We attempted to deliver Ms. [redacted] new sectional on December 10, 2013, but unfortunately, the pieces arrived damaged once again.  On December 17, 2013, Ms. [redacted] received delivery of her sectional and confirmed her satisfaction with the furniture. She has been given an in store credit and has also been provided a contact name and number for any future concerns. We sincerely regret the inconvenience caused by this situation and hope Ms. [redacted] is now able to enjoy her furniture.  Regards,[redacted]Executive Assistant

January 26, 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 of Mrs. [redacted] concerns Mrs. [redacted] original purchase was made on 10/13/15 and received on 10/23/15. Mrs. [redacted] had contacted the original location of her purchase stating that the mattress was not comfortable and advised that their sales associate had mentioned a comfort guarantee with their purchase. In their conversation our store management team had advised Mrs. [redacted] that the Ashley Homestores do not participate in any comfort guarantee promotions with the mattress manufacturer(s) as it is at the retailer’s discretion to participate in said programs. As the company policy reads there are no returns on any merchandise once said merchandise had been received and Mrs. [redacted] request for a reselection to a different mattress had been declined. We had received Mrs. [redacted] correspondence from the Revdex.com on 1/14/16. The correspondence had been sent to the Regional Management team for review. Mrs. [redacted] had received a follow up call on 01/20/16 from our Customer Service Management and had advised Mrs. [redacted] that we apologize if there was any confusion regarding a comfort guarantee and we would authorize a 1 time reselection to a different mattress as per her original request due to the confusion. We regret the challenges that Mrs. [redacted] experienced with her purchase and has been given the contact information for our Customer Service Management team if she should have any questions or concerns.  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. and Mrs. [redacted] concerns.Mr. and Mrs. [redacted] original delivery occurred on 05/26/2015. On 06/13/2015 Mrs. [redacted] had contacted our...

[redacted], AZ Ashley Homestore location requesting to return 2 pillows purchased as she was dissatisfied with the comfort. Mrs. was explained that we do not have a return policy for mattress / pillow related purchases.On 06/14/2015 we received Mr. and Mrs. [redacted] correspondence from the Revdex.com and was contacted by our General Manager and authorized to return the pillows as per Mr. and Mrs. [redacted] original request. They have since returned their pillows and have beenissued a full refund. Regards,[redacted]Executive AssistantAshley Furniture Homestore

Hello,
Thank you for providing the requested information. It has been sent to the Customer Care department for the Phoenix, AZ HomeStore for further review. It has been requested that someone contact Ms. [redacted] to further discuss her concerns.  Ms. [redacted] may want to consider contact them at ###-###-#### for status updates.
 
Please consider this [redacted] claim closed.
 
Sincerely,

Consumer Affairs Representative
Ashley Furniture Industries, Inc.