Ashley Furniture Homestore

Dear Revdex.com, Please convey our apologies for the confusion.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly Transactions are also often miss-interpreted when certain financiers are used This can occur because with certain financiers a product is not billed to them until it has been delivered If an error is made and a product is marked as having been delivered when it has not been, this product must then be refunded back before being rescheduled for deliveryWhen that product is delivered, it is then billed for correctlyOver all this will result in a billed line item appearing times on a customer’s statement, as if it had been billed times, but the net transactions accurately result in only item being billedWe have reviewed and confirmed with our customer that our records are currently correct Our customer states she has has made an over payment to Synchrony Bank, her financierThis over payment has not been paid to usTherefore, our customer must request a refund from Synchrony We do not have legal agency to negotiate for our customer with Synchrony.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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The Ashley Furniture techdid come to my house on 10/as scheduled and this issue is still NOT resolved I informed the tech of the situation, and he placed a communication to his superior to have the pier replaced Following the tech leaving, I received a call from his superior stating that I had refused repair, and he did not seem to know any of the prior struggles that I have had in getting the 'new' piece of furniture that I have paid for After an exhaustive discussion, the tech was told to return to my house, which he did Upon arrival he then confirmed that he could not repair the crack in the cabinet door, and made the decision for the cabinet door to just be replaced I asked that he address the cabinet not being able to close while at my house since I did not want to have the same problem with a new door piece He attempted to adjust the brackets, but the door would still not stay latched He shared that he believed the door was warped, and replacing the door would also resolve this issue Following the techleaving my house I further examined the cabinet and noticed that the hinges were bent, and looked nothing like any of the other hinges I have since received calls informing me that the door has been ordered, and I shared my observation related to the hinges, so these have been ordered as wellI request that the Revdex.com keep this case open until these issues are resolved and Ashley Furniture provides the furniture I purchased new in 'new' condition Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I was never at any time "contacted and told about her refund check being issued and available for pick up at the [redacted] Store Location." I was told that the refund check was NOT processed and when it was it would be MAILED to my address Sincerely, [redacted]

Hello Revdex.com, Good evening, in response to guest refusing our resolution offered, at this time we will not be able to offer any other resolution , guest need to open claim with the extended warranty plan, attached is an e-m response from the extended warranty company [redacted] after guest had called in today and in my previous response that we will also reach out to the warranty company as well .Please see attached response from [redacted] Thanks as always to bring to our attention

Hello, We have been in contact with Mrs [redacted] , and are addressing all of her concerns at this time she has chosen to reselect to a different setWe sincerely appreciate her business and will continue to work with her until she is happy with her purchaseMichelle C*** Senior Customer Service Manager

Again, we apologize if the consumer felt he was mislead It is not a common practice of ours We are happy to assist the consumer in any future purchases and will make sure he is very clear on everything

The issue is not with us it is with the warranty company We will have our leather repair tech touch up the rubs and we will order the part to recover the console.Once the part arrives we will notify the customer and schedule a pick up for the loveseat

Hello Revdex.com, Good Afternoon, Hope all is well, reached out to our guest today 6-13- [redacted] regarding this inquiry and unable to get in touch with guest, we have also left a message for guest to call us back on 6-9-17, to date we have not heard back from our guest Resolution, when guest return call we will advise that he can come in and reselect a different mattress, for the same value originally paid, if reselect higher value will be responsible to pay the difference, if chose lower value the finance company will be notify to adjust guest billThanks as always to bring to our attention

The customer received delivery on 7/5/and the merchandise did not fitit clearly states on the customers receipt as well as in several different areas of the delivery expectations form that every customer receives at the time of purchase that (NO FIT DELIVERIES WILL INCUR A 30% RE-STOCK FEE)As a courtesy the Company allowed the customer to reselect to a set they picked out themselves and said would fitThe set they picked out was more expensive than their original purchase and the Manager worked out a price for the customer that not only reduced the cost of the re-stock fee, also ensured that the customer would not have to pay anymore than they already spentIn essence the customer received a more costly set of furniture with a significantly reduced re-stock fee as a courtesy of the Company therefore saving them significantly on both the higher cost of the furniture and re-stock feeThe Husband was VERY adamant that the set they reselected to would fit with no problems and was encouraged by the Manager to go home and take the measurements just to be safeThe customer insisted that the merchandise would fitThe customers were read the back of the receipt in its entirety just to make sure they were clear on the policies and the wife initialed in multiple areas on the back of the receipt indicating that they understood the terms and conditions.The Company went above and beyond to help and work with these customers by allowing them to reselect, significantly reducing the restock fee, reducing the cost of the furniture so that they would not have to pay anymore than they already paid even despite them reselecting to a higher priced set and not charging them a re-delivery feeThe Company has the customers signed receipts, along with their initials on both purchases to prove that the customer was aware both times of the re-stock fee along with all other policies and would be glad to fax a copy to the Revdex.com or to the customer as proof and for their records

We have an All Sales are Final policy I see where the [redacted] allowed a change to the sale, but no reference to cancellation There would have been numerous signatures to open the finance account, finalize the sale and another to put a down payment to even start the process These signatures would have committed us to processing the transaction with the wholesaler and supporting the fees and terms of the finance company you agreed to make payments through.Through you own statement we have worked and reworked to make the transaction work in your favor It seems that your husband committed to a separate transaction before understanding how far or what you agreed and arranged for us to do on your behalf.We ask that you complete and take delivery on the transaction you asked us to maintain on your behalf and review to see if the second transaction your husband made can be cancelled under that location's policies[redacted]

At the time of purchase, the customer is quoted to weeks for the arrival of the product being ordered, once the product has arrived to our warehouse, we then schedule them in for deliveryThe customer made their purchase on 2/7/and was called on 3/3/ to be made aware their product came in ( within to week quoted time frame) and that we would be in the area for delivery on 3/10/The customer confirmed delivery and at that time we made them aware that once all deliveres were scheduled and confirmed for that day, that our system would then route the truck and we would call them back and give them a stop number, we do not give out a time frame because every delivery is different, each customer order ranges from just one recliner, to a full bedroom and dining set, all taking a different amount of time to set up, and we also don't know if our team will hit traffic in rout or have a clear driving dayWe do however give out a stop number which does give you a better idea of a morning, afternoon or evening delivery and we also offer a hour call aheadAfter the customers truck was routed, the customer was called back and made aware that they fall at stop number for the day, being stop number gives you more of the idea that your delivery would be a later delivery, probably in the evening The customer was not delivered too by as she assumed, but giving her the stop number of 9, should not of given any indication that it would of been a late afternoon delivery and we are sorry if we lead the customer, to believe that her delivery would be by 3pm, but again we told her stop number and that our delivery team could call up to an hour before The customer did try to call in and cancel her delivery that we had confirmed for a week, and she was made aware, that since we have had her delivery that she confirmed, scheduled since 3/3/16, and that her order was already prepped, loaded on a truck and that our guys were in route, that if she decided to cancel her delivery, she would be charged another fee if she wanted to re schedule for deliveryThe customer did receive her delivery on her scheduled date of 3/10/She did sign saying she inspected and received her order in good and complete condition and we here at our customer service location, have not had any other complaints from the customer

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 have attempted to reach the store regarding my refund as there was yet another problem refunding itWhen I reached out to the store to let them know that I have the credit card number for my old credit card that had fraud the front desk customer service rep said she would try to refund itI attempted to call the store Sunday night times but they never answeredI would like to know if they have processed the refund or not because it is not reflecting on my accountI would also like to know how much the refund was for, since the manager was unaware of the price difference on my couch, and said he was going to have another refund on top of it but I am unaware of the final number and if it’s been processed or not Regards, [redacted] ***

Dear Revdex.com, Please convey our sincere apologies for the inconvenience our customer had with refund delays This refund was processed back to the customers Visa card on 7/29/ Thank you for bringing this matter to our attention Sincerely, *** [redacted]

I have reviewed the response offer 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 Regards, [redacted] The response is absolutely fraudulent Our "children" are college graduates.....one lives in **, one lives in **, and one lives in [redacted] They have no Grand Childrenso the whole, admission of children abusing it is a total lie, which I would be happy to testify in court In addition the couch was only sent back one time previous to this incident, when stated it was repaired, was another fraudulent statement It was returned in the same broken condition, in the same broken spot it was before Neither myself or my wife, the only who sit on the coach are overly heavyThe fact is that Im tiring of Ashleys lies.................The couch frame is of poor quality, the service at Ashley in [redacted] is beyond comprehension in a poor way, they "obviously" do not stand behind there poor quality product Again, the only satisfaction will be a total refund, including the [redacted] , extended warranty, Year, which obviously is NOT being honored either What is the next step of the Revdex.com? they can simply refund our money, and this opportunity will go away, or we can entertain Small claims court, a Lawyer, the Media I can assure ASHLEY, that a well educated, hard working customer will not be a victim of fraud, lies or poor serviceWe would like this quickly and efficiently resolved with a full refundThe items are still under MFG warranty, the MFG is ASHLEY.Regards, Mr [redacted]

Hi Revdex.com Good evening! Hope all is well, just reached out to our guest regarding his request of returning a dining room set, guest will be sending in pictures for review no resolution was promised today, when spoke with guest.When pictures receive will review and get back to guest with a resolutionThanks as always to bring to our attention

Hello Revdex.com, Good Evening! Hope all is well, reached out to guest and have apologized for her inconveniencesResolution , guest account will be funded for $750.00, there was a glitch in our system and the paperwork was not completed correct, assured guest will follow up and ensure that this is done correctly thanks as always to bring to our attention

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] attached please see the billing statements which show dates and balances The initial statement dated 2/28/indicates 1,balance and the 2nd statement dated 3/30/indicates balance I immediately called the store and ended up speaking to [redacted] (who is neither a manager or works in finance), who explained to me the reason for the balance difference was because item (the rocker recliner) was not delivered with all the other items (the set), it was delivered at a later time and therefore the rocker recliner wasn't charged I explained to her I did not receive ANY items separateThe only item I received separate was the replacement part for the defective furniture which wasn't ordered until I called to complain about the delay and found out the part was never ordered at which time the store manager placed the order even though I clearly stated to the manager and the person placing the order DO NOT order the part, I don't want the defective furniture, but they went ahead and placed the order anyway When I received the part I called the store and spoke to the manager and let her know someone needs to come pick up the part from my home as I have no need for itShe stated she would send a delivery person to pick up the item otherwise I would be charged for it The item is still in my possession waiting for someone to pick it up Ive called to speak to the manager twice but was told she is on a two week vacation I also called to speak to her about the discrepancy in billing but since she was not available another manager called (one of several I've spoken to) who said he would further investigate the matter and call me back I've yet to receive a call from any manager, hence the reason for me complaining about Ashley FurnitureIt's just been one issue after another and it's beyond ridiculous The no return policy Ashley Furniture adheres to is unfair Even though there has been an array of mistakes the manager at Ashley Furniture stated she has accommodated me and my complaints more than enough I'm beyond frustrated with the whole situation and the premise on behalf of the managers at Ashley Furniture that they are doing me a favor

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] I would not like to further delay this process as I see Ashley "Good Faith" is pass on the there damages and say the delivery driver is contracted so that will not be there issue to deal with, while the complain was emailed to [redacted] on Dec all damages to make his regional aware of the problem during Monday morning meeting still waiting for a response emails go both ways and correspondence is proof and evidenceAs far as refund during our Jan 30, three way call between [redacted] ***, Ashley Furniture and myself and after half an hour no resolution as the branch says it gave the paper work to there corporate and they don't have nothing to do with it no resolution "Good Faith" while [redacted] manager was willing to post the credit and assist in refunding the total this is customer service and Good Faith not passing along a non satisfied customerAs far as my request to pick up there damaged furniture once a delivery was not done on the third attempt as promised, bed was not built correctly on second attempt and scratched during there first attempt yes this was done in Good Faith of removing it from my houseAt this point I am requesting by FEB 13,full refund into my card available for and I will be seeking a $credit for damaged floor before I proceed with actions

Dear Revdex.com, Please convey our apologies for the delay in receiving her refund.The holiday season is a special time of year We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel undervalued We do care about our customers, and value each customer We are making every reasonable effort to satisfy as many of our customers as possibleWe 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, our delivery/pickup systems, refunds or our communication effortsWe value our customer’s feedback and will thoroughly examine the described events.We have thanked our customer and advised that a check has been printed and mailed Thank you for bringing this to our attention.Sincerely, [redacted]

All registrations should be automatic We have asked [redacted] of R [redacted] to reach out and find out why [redacted] cannot find or resolveI am unaware of an attempt by [redacted] to contact us with the information If they have reached out it could be to another Ashley Furniture HomeStore group and there could be the reason for confusion.We will let [redacted] e, who helps us manage the protections plans, take the lead and contact you.We apologize for the inconvenience and please update us if you run into any other issues