Ashley Furniture Homestore

Complaint: [redacted] I am rejecting this response because:It was not the product availability that was the problem and I understand that many issues arise when running a company, but to create a contract and make me uphold my part of it to the very end when Ashley furniture never once followed their own contract that "they" created is absolutely absurdThe last conversation I had with a customer service representative was a very disturbing one; [redacted] was who I spoke withIn my words, "why do you expect me to follow a contract that you guys have not followed once?" Her response was "see it how you wanna see it." At that point I started to record the conversation, which I made sure to re-established everything from the beginning of this mess to be true and correctSo your company (Ashley furniture) asking me to try and resolve this directly with you, will not happenUntil you guys figure out that was you did was so irrevocably wrong and try to satisfy a customer who paid a great deal of monies, spent days at home (missing work), the mental strain and anxiety of what you guys did, I do not trust that you will ever fix the issue unless a third part is involved Regards, [redacted] ***

Matter has been resolved per consumers call to the Revdex.com

On Mon, Jan 12, at 10:AM, [redacted] [redacted] wrote:Good Morning,I have heard from Ashley Furniture in reference to compliant ID [redacted] They have processed a small credit towards my account and will be delivering the rest of the furniture that I paid for.Thank you for all of your help[redacted]

Thank you for contacting Ashley Furniture Indu**ries, IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper **eps are followed so a resolution can be reached in a timely mannerUpon receiving Mr [redacted] ’s complaint, we have reached out to our Cu**omer service area and technician service area We have been trying to reach out to Mr [redacted] to get an appointment scheduled and or to discuss his claim At this time we invite Mr [redacted] to contact our cu**omer service department to discuss his claim in more detail He can call ###-###-####Regards, Ashley Furniture Indu**ries, IncCorporate Office KC

Thank you for the update on [redacted] ***’s complaint Ms***’s claim has been reviewed by upper management The items in question are outside of the one year manufacturing warranty and the Protection Plan she purchased does not cover cracking and peeling unless there was a specific incident that caused the damage to the item/s We previously offered 50% of what Ms [redacted] paid for the items as in store credit After management review of the claim, we are willing to offer 70% of what she paid for the items as in store credit only, no refund of money The items are already years old and years outside of the manufacturing warrantyThe amount of the in store credit at 70% would be $plus taxWe invite Ms [redacted] to contact our customer service department at ###-###-#### to accept this offerRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ***’s situationWe take these matters seriously and appreciate the time and efforts taken by [redacted] to bring this situation to our attention Our Online staff have been notified of Ms***’s concerns and they are working on a full refundAt this point in time they are verifying that all pieces of furniture have been picked up Once this has been confirmed Ms***’s refund will be processedWe apologize for the poor customer service that Ms [redacted] received We rea***e that Our Online sales is a relatively new business for Ashley Furniture in which we are experiencing growing pains to meet our customer needs***’s concerns have been notated and as a company we can only improve from hereRegards, Ashley Furniture Industries, Inc.Corporate OfficeSC

Good afternoon, [redacted] was contacted and told about her refund check being issued and available for pick up at the [redacted] Store LocationThank you

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 mannerOur retail location has been in contact with Ms [redacted] The even exchange of the wedge is scheduled for delivery today 12/7/ The store has also provided a discount of $for the inconveniences We invite Ms [redacted] to continue to work with the retail location should she have any further questions or concernsRegards, Ashley Furniture Industries, IncCorporate Office AB

We've been told the Area Director, [redacted] ***, reached out to Mr [redacted] and they were able to come to a compromiseThe $owed in PT Dues will be waived; however the $owed in Membership Dues will be paid by Mr [redacted] on MondayMr [redacted] membership will also then be put on a courtesy Medical Hold

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ernest [redacted] s’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon review of Mr [redacted] ’s situation, our retail management made contact with Mr [redacted] It was agreed upon that Mr [redacted] would keep the loveseat and the retail location will refund the price of the loveseat back to the customer Should Mr [redacted] have any further questions, we invite him to contact the retail locationRegards, Ashley Furniture Industries, IncCorporate Office AB

Hi Revdex.com Good morning! Hope all is well, I have reach out to our guest and apologized for the inconveniences, working to order the sofa material for guestThanks always to bring to our attention

Complaint: [redacted] I am rejecting this response because:I have asked for an apology since they can't compensate for the time that I have wasted on handling itThey have yet to apologize especially the store manager who has repeatedly lied to meThey also have shown no proof of the refunds except one portion and they expect me to do itBased on their response here it is evident that they do not care about their customersThere was no need for the response they made...it seemed snarky and rudeI haven't asked for much during this processI have asked for an apology, a refund, and the chair to be picked upThey have for sure completed one task and I'm waiting on verification for the refundIt should be their responsibility to provide me proof especially considering it was their mistakeI have yet to be able to get in contact with someone at their credit card company for verification of the refundI work and have a life outside of this process and unfortunately when I do call I can't reach them and/or it wasn't showing at the time I calledAgain I have been dealing with this for monthsThey need to respect and it is clear they don'tAgain they should have printed out their records accordingly and apologized and the process would be doneThey are only concerned that their reputation is on the line once I contacted Revdex.com and they make it clear every time they talk to meThey only contact me when they get a notification from Revdex.com and never once called me prior to reaching out to the Revdex.comEveryone should be aware of buying things from them Regards, [redacted]

Dear Revdex.com,We are sorry to hear that our customer is experiencing back pain.It any customer feels pain or discomfort we recommend seeking medical attentionAs each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold Some manufactures have specific comfort guarantees; these programs are limited to the first 90-nightsSpecific terms very based on which mattress is purchased We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.Our customer reported to us that the mattress delivered on 2/21/was “sagging.” We agreed to send a craftsman to inspect the mattress at no cost to our customer On 12/4/a craftsman from U.SQuality Furniture Services (USQFS) inspected our customers mattress His detailed report and photographs indicate that the mattress contains no defects, and looks to be in good condition Photographs of the tags show that the mattress is the same model as the one purchased Based on these inspections there is no physical evidence that indicates that the mattress purchased is defective, or is a different model then what our customer intended to purchase in As a gesture of good will, we have agreed to do another inspection at no cost to our customer to ensure there is no defect This inspection has been scheduled to take place on 12/27/ If this particular mattress contained a body impression greater than 3/4ths of an inch we will consider the mattress defective and provide an exchangeThank you for bringing this matter to our attention.Sincerely, [redacted]

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 further review, we have reached out to the retail store location in regards to Mr***’ claimThey have advised the complete item was delivered on 9/29/We currently have a technician scheduled for 10/5/to repair a tear and loose material on the itemRegards, Ashley Furniture Industries, Inc.Corporate OfficeWH

Dear Revdex.com,Please convey our apologies for the inconvenience the merchandise availability caused.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 that can be provided It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control Our customer’s sale was fully canceled as of 1/13/ We have emailed to our customer receipt of the refund processed on 1/14/to the financing companyIf our customer has receive a bill in error from their financing, we recommend that she contact the financer who can resolve the issue The financing company is an independently owned and operated business, we do not have agency to negotiate on our customers behalf with them because of privacy policies they maintain.Thank you for bringing this matter to our attention.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Ashley furniture home store has point blank wasted my time and moneydeliveries and the order still is not correctIf they followed their policy and would have called and said they didn't have every piece or a piece was damaged I would have rescheduled for a later date but I never received any call letting me know any of thisThey try and shove broken and wrong things on to their customersSince all the time my family has wasted waiting on delivery and having to miss work for this I have stated what I'm willing to do$refund plus proper exchanged of under bed storage drawers and set of bed slates or full refund of original purchase price Regards, [redacted]

[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 satisfactory to me Regards, Manuel ***

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yahoo.com On August 23, Mrs [redacted] made a purchase at our Jackson, MO location of a reclining sofa, loveseat, and reclinerMrs [redacted] returned to our store on 08/28/and wanted to cancel her furniture purchase and re-select other piecesIt is our store policy if the customer cancels their order there will be a 20% restocking fee assessed and they will have an 80% in-store creditAs a customer courtesy, we waived the restocking fee and Mrs [redacted] re-selectedThe customer's new order was delivered to her on 09/04/At that time, Mrs [redacted] quickly refused the recliner stating that she didn't feel the footrest was coming out quickly enoughMrs [redacted] asked that a "repair" be done to correct the issue.When the recliner was returned to our store it was inspected by our repair team and was found to be in good and working mechanical orderThe swivel rocker recliner Mrs [redacted] purchased is designed to have a slower footrest release for the balance of the chairAs a customer courtesy, we ordered a reclining mechanism and replaced it in the reclinerUpon completion of the mechanism exchange we contacted Mrs [redacted] and asked that she come in and inspect the chairMrs [redacted] approved after finding no flaws with the operation of the reclinerWe scheduled a delivery of the recliner for 10/07/One week later, Mrs [redacted] called our store saying that the recliner was not staying reclined like she thought is should when no one was sitting in itThe design of this swivel rocker recliner does not allow for this, which was explained to Mrs [redacted] before her purchase

[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 satisfactory to meI have been fully refundedThank you Regards, *** [redacted]

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 meThey did in fact pickup the mattresses Regards, [redacted] ***