Ashley Furniture Homestore

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] ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] J [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 mannerUpon receiving Mr [redacted] ’s complaint, we have reached out to management at the retail location A manager has reached out to Mr [redacted] and advised that Genesis is not going to count the months he didn’t receive the bill against him Mr [redacted] was also advised that we would not take any furniture back as we don’t have anything to do with the Bank financing terms, or when the bank bills the customer Mr [redacted] has had the furniture for months without having to make any payments on it for that amount of time which means he actually has more time to pay for the furniture [redacted] asked to speak to the Regional Manager, however the Regional Manager was not available Management from the retail location did apologize to Mr [redacted] as they could not assist him but Mr [redacted] hung up Management from the retail location was going to offer [redacted] a $gift card to the Ashley Furniture Industries, IncHomeStore, but they were unable to offer this since [redacted] had hung up the phone We are still willing to send out the $gift card if [redacted] accepts the offer We invite [redacted] to contact our customer service at 800-240-if he would like to accept the gift card offerRegards, Ashley Furniture Industries, IncCorporate Office KC

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] - Directo Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mathisbrothers.com There was a delay in getting the refund check processedHowever, it was mailed out on 7/ I have apologized to Ms [redacted] and made sure the check had been processed and mailedI am also talking with the store on proper procedures Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 manner After a full review of Ms [redacted] concerns, we contacted our customer service group (HHC) that works with adjustable basesHHC informed us that the adjustable head and foot bases had been approved for replacement on 7/21/The exchange was completed on 9/10/but upon a follow up call with Ms [redacted] reported that the new adjustable bases are making noiseIn an effort to get this matter resolved quickly and completely for Ms [redacted] we have requested that she contact HHC so that they can get a technician to her as soon as possibleWe have also contacted HHC requesting that the matter be expedited We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Ms [redacted] concernsIf Ms [redacted] has any further concerns she can contact our adjustable base customer care (HHC) at [redacted] Regards, Ashley Furniture Industries, IncCorporate Office AW

Upon reviewing Mrs***’s concerns further, we would like to reiterate that the technician was scheduled as a mistake per Ashley Furniture and Temper-Pedic’s terms of businessAshley Furniture is unable to assist with the warranty of Temper-Pedic products In the Temper-Pedic warranty terms, it states that stains void the warrantyThis is Temper-Pedic’s manufacturing warranty and we are unable to change these terms Please feel free to contact Temper-Pedic to discuss this further at ###-###-#### Regards, Ashley Furniture Industries, IncCorporate Office AW

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 belowtheir response was in regards to a previous claim that was not the issue that I'm talking about if you talk to Michael Paul then he is aware of what the issue is Regards, [redacted] that was the first issue that I had with Ashley furniture this is a separate issue I have talk to Michael Paul and he has all the information and my paperwork

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the issues with the frame.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 usThese warranty terms are publicly available through the manufacture's website and can be provided on requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.Our customer received delivery on 2/14/15, and our customer service department was made aware of the issue on 2/23/The frames are covered by a limited life time warranty and a craftsman has restored the damaged sectional We appreciate our customer’s feedback about the craftsman services and the concern that the services will degrade the longevity of the product While we do not agree the longevity will be effected, given how little time our customer has had the merchandise and his satisfaction, we are willing to provide an exchange at no additional cost of the damaged itemsThis is conditional, provided that they are clean and have no additional damages at the time of pickup We are in the process of contacting our customer to discuss further but have been unable to reach our customer over the last few days, we will continue our efforts to reach our customer to resolve this We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter 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 Consumer still has not received his refundPlease confirm mailing address below: [redacted] *** [redacted] [redacted] Regards, [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 received a check for $149.99, this covered the Guardsman Stain Guard issue, but I still don't have the refund for the rug order we cancelled This was a total of $ I have a receipt for my refund dated 3/19/ Here are the details: Order No: Sale item: 3xProduct description: Shag chocolate carpet Customer ID: UtedRob It also says LOLOI in the item description on the receipt I would be happy to send a copy or scan of this documentation as needed I was told multiple times I would receive an "expedited" check for this, but have yet to receive it Check with Deidre at Ashley Furniture in Burbank, she knows I came in to the store twice about this and that I called multiple times about it Filing this complaint has been the only reason they are responding to me seriously, otherwise they could care less about their customers [redacted] ***

[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] Revdex.com, I have reviewed the response made by the business in reference to complaint ID and have determined that this does not resolve my complaintFor 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.] I have talked to the office manager of the store and she still has not resolved the problemI called the number that they said that I could call but could not reach anyone or leave any message Regards, Christopher F [redacted]

This is not one of our stores I would not be able to assist

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] *** When I purchased my sofas I was told the insurance I bought for them covers everythingWhen I brought that to the attention of them when they originally started peeling they were able to assist meYes my sofas are about to be 4yrs old but that shouldn't matterThe quality of the season sofa is poor therefore for me to buy another sofa from there wouldn't be the smart thing to doI can't afford leather as the customer service representative stated if I would've bought leather sofas I wouldn't have this problem I do not want to buy anything from Ashley's due to the poor service I have revivedYes they did offer me that but once I kept trying to reach another different mamanger I was ignoredI clearly informed them I didn't accept their offer and when I asked to speak with someone higher up I was ignoredI have emails to prove itI would at least appreciate store creditIm a full time single working motherI don't lay on the couches or have people over to have this kind of wear and tearMy sofas are ridiculously getting worse

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 full review of the customer’s recent sale, it was determined that the customer only paid for chairs rather than The store discussed the sales tags and receipts with the customer It was determined that there was miscommunication when it came to our packaging The customer seen the 2/CN which only indicates the way we package and ship the product It did not mean the customer was purchasing chairs Due to the miscommunication, the store has agreed to provide the customer with the additional chairs at no charge We feel this is a good faith effort to overcome the misunderstanding with the packaging Sincerely, Ashley Furniture Industries Corporate Office **

Complaint: [redacted] I am rejecting this response because: The label clearing shows the back, body and SEAT as 57% VINYL! Definitely NOT the 100% TOP GRAIN LEATHER it was advertised and sold to me as beingYou can keep trying to squirm out of this if you'd like but I won't stop until I am reimbursed for this garbage I was soldI paid right at $for what was supposed to be 100% leather that turns out to be vinyl garbage Regards, [redacted]

If the product was damaged putting it back into the box, the customer would have noticed our team damaging the item, the customer again signed for the item in good condition, it was then put into the customers vehicle and he took it home, as stated before, a lot of our product gets damaged during transit and when the customer takes the item into their home, the product left our warehouse in good condition ( per the delivery ticket the customer signed) we do not know what happened once the product left our property.As for the comment on a wood tech repairing the first cabinet, we do repairs here, not every item that comes in damaged needs to be re ordered, if an item can be repaired, we repair the item, if the item can not be repaired, then we replace the item, as we did with this customer

We have reordered there merchandise for the consumer and it has been delivered

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 The delivery was finally made after a long delayAshley Furniture failed to notify me of any delays that utlimately led to delivery after the promised time slotWhile I would have preferred to return everything and receive a full refund, I suppose I will have to settle for the delivery fee refund for the months of trouble, including multiple days of lost work waiting for a delivery that was not coming or one that was significantly late I hope that I will be satisfied with my purchaseWhile I may be able to exchange an item for a different color within a day period, I am reluctant to do so because I would have to deal with Ashley Furniture again and do more waiting I also sincerely hope that Ashley Furniture make changes in their processes so that future customers do not have to endure such a terrible customer exeprience Regards, [redacted] ***

We are sorry for the inconvenience, we will have [redacted] from Customer Care reach out to you Looking into this it was difficult for Platinum to recognize that [redacted] purchased the furniture and you purchased the warranty Because the issue has happened within the first year of ownership we should also see the manufacturers warranty is the more appropriate way to process a claim Thank you, [redacted] Ashley Furniture HomeStore, Jacksonville, FL

I apologize for the confusion I believe customer services has settled the open issue with you.Unfortunately delays from the manufacturer can happen and we can only update you as we are updated It seems that each department reacted believing you were aware of what was delayed and that the sales notes on the invoice were reviewed with you

Date: 12/31/ Revdex.com Complaint Department Complaint ID: [redacted] At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of serviceWe do regret to hear of your dissatisfaction After researching the customer’s complaint it is to my understanding that we do not manufacture the customers bed with rounded edges We have tried to deliver a more satisfactory bed to the customer multiple times and they are not happy with the bed At this point we would be willing to offer a reselection to the customer to find something else in the storeWe would pick the bed up when we deliver a new oneWe would not be able to deliver a bed with rounded edges since this is not something we make and we also will not be able to offer a refundIt will be up to the customer if they would like to select the reselection and I would be happy to get that enteredPlease let me know if this is something you would like Please feel free to contact me with any further questions or concerns (Please call customer care and reference Stoneledge SR# [redacted] ) Thank You for giving me the opportunity to respond to this complaint Sincerely, Ashley Furniture Industries, Inc Corporate Office [redacted] / [redacted] Style Definitions */