Ashley Furniture Homestore

I purchased table lamps in Sept2016, through WayfairThe first time my wife cleaned the lamps with a damp dust cloth, the turquoise color came off the glass !!! I called Wayfair, who referred me to the manufactureThe lamp is under the brand Catalina Lighting, made by Evolution Lighting in Miami, FlThe only departments that you can speak to a live human being in, are Sales, of course, and warehouseFinally I was able to get a direct line to someone named [redacted] in customer servI've called every day this week beginning Feb20, left messages and so far no replyMaybe he's on vacation, and they forgot to appoint someone to fill in while he's away? Or maybe they don't know he's away?? Or maybe he doesn't know he's away??? Anyway, I don't think I'll be buying anymore products made by Evolution Lighting LLC in the future!!! Still Calling, XXX-XXX-XXXX X [redacted] Hello ***, Are you there ???

Date: 1/8/ 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 Upon review of the customers complaint I do not see that Ashley Furnitures Customer Care department has been contacted by the customer In early Septthe [redacted] location the customer purchased from had switched ownersAs part of this change the corporate office is handling the manufacturing warranties for customers who purchased from this locationWe would be happy to send a service technician out to take a look at the customer’s mattress but the customer would need to contact customer care @ ###-###-#### to get that appointment set up Please feel free to contact me with any questions or concerns (Reference SR# [redacted] ) Sincerely, Ashley Furniture Corporate Office [redacted] / [redacted] Style Definitions */

Date: 3/13/ Revdex.com [redacted] Complaint: [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 Upon review of the customer’s claim, upper management has already advised the customer is responsible for re-paying the $At the time of the refund the customer was aware that they would only be refunded $and not $ I do apologize but at this time we will not be able to fulfill the customer’s request Please feel free to contact me with any questions or concerns (Reference Stoneledge [redacted] ) Thank you for giving us an opportunity to response to this situation Regards, Ashley Furniture Industries, Inc / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: Thear sofas are breaking more and more, the recliner is already clicking, the company wants me to take the couches to themI already wasted my time and gas the first timeThey say they will repair them, but yet to receive a call from themI would 'like to just take them back and get a refundThey can keep my old couches I'll take the lost, these couches are not worth Regards, [redacted]

Thank you for the information from Ms [redacted] Our retail location has been working directly with Ms [redacted] As of 10/24/16, all issues have been resolved Should Ms [redacted] have any further questions or concerns, we invite her to contact the retail location for assistance.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] G [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 [redacted] ’s situation, we have reached out to our service department [redacted] had a service technician out on 3/16/who has advised that there were some parts missingThe parts that were missing have now been ordered and the order is being monitored to make sure it ships out complete [redacted] has agreed to install the parts himself, however our service department will continue to follow up with him to make sure this is taken care ofRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, Inc We 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.Upon review of Mr [redacted] claim, we have reached out to management for assistanceThey have advised that the Mr [redacted] has received the following charges, and refund back in November of APK-B643-KUB $749.98APM-M713-KG $1055.98DELIVERY $149.99RECYCLE FEES $33FPP $179.99GRAND TOTAL $2369.44VISA PMT $119SY TOTAL $Mr [redacted] was charged $with Synchrony and refunded $for the accessories from the living room setManagement at the store, spoke to Mr [redacted] on 1/23, and sent him a copy of his invoiceFor the overcharges to his Synchrony account, they have requested for him to send a copy of his Synchrony bill to the storeWe invite Mr [redacted] to reach out to our retail store upper management team for assistance at ###-###-####.Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] & [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 review of the Mr& Mrs***’s claim, we have found that the customer didn’t’ report a specific accident to cause the damage to the night stands when they filed a claim with their protection planWith the Montage they need to know a specific accident that would cause the damage to the item The customer being almost years out of manufacture warranty, Ashley Furniture would like to offer for the inconvenience $gift card to Ashley Furniture Corporate Store of their choosing Regards, Ashley Furniture Industries, IncCorporate Office SK

Ms [redacted] has a replacement sofa coming next week per her request.We ordered new fiber fill and new slip covers for both the sofa and loveseat andshipped it to Ms [redacted] home directly.We hired a furniture tech to assess the warranty issue and fix the problem.The furniture tech was unable to connect with Ms [redacted] because of shortnotice.We scheduled the tech again and Ms [redacted] was not able to connect againdue to bad timing and a busy schedule.We found a new furniture tech company that could accommodateMs [redacted] and the new tech Alisha went to her home and replaced thefoam and slip covers on the sofa and loveseat.She repaired the loveseat and offered to repair the sofa.Ms [redacted] requested a replacement sofa which we have ordered.It should be noted that the replacement sofa wa.s ordered several weeks ago andour action is not a result of this Revdex.com notificationThe replacement sofa wasordered soon after the tech assessed the frame was broken.We had always intended to honor her warranty but had to follow protocol

Date: May 5th 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 Upon review of the customers claim I have reached out to the Ashley Furniture Homestore where the customer purchased their furniture and they are processing a refund for the reclinersPlease allow time for the store to process the refund Please feel free to contact me with any further questions or concners (Reference Stoneledge SR#408500) Thank you for giving us an opportunity to respond to this situation Sincerely, Ashley Furniture Industries, Inc

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 This does not resolve our issueIn fact, the situation has gotten worseWe have finally received the parts of our bed that were on backorder, however, the bed itself is faultyThe bed frame is very lose and shakes when you are on top of the bedWe contacted the salesperson, Chris Brown, who sold us the bed the same dayHe proceeded to schedule a technician to come take a look, which it turned out that he didn't even schedule itWe had to call back AGAIN, just to finally get a technician over.The technician came last Friday, October 14, and he said that there was nothing he could doThe way the bed was designed, the flimsiness of the bed could not be addressedHe said it could be because it was a King Size, but he felt that a replacement would still be looseWe were supposed to get contacted after business days to for a reference number but we haven't gotten oneWe called the Ashley store and they gave us this number, 545240, to call technical support withBut, for the record, we have not received a call from anyone at allAnd every single time we call the store, we end up being placed on an indefinite hold or they don't answer our call at allEvery time they have placed us on hold, no one has ever come back to pithe phoneWe called times today and no one ever answered us backThe customer service is nothing short of atrocious, and that is putting it generouslyAt this point, I just want everything goneThe mattress and the bed frameWe are very unhappyIn fact, we have spent ZERO nights sleeping on that bedTerribleJust bad customer service and I am tired of dealing with the same nonsense day after day after day Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] M [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 mannerAfter further review of ***’s situation, we have tried to reach out to him to discuss the situation We have not been able to make contact with *** We have sent an email to [redacted] as of 12/14/ Currently we are waiting for [redacted] to contact us back as well as continuing to try and reach out to himRegards, Ashley Furniture Industries, IncCorporate Office KC

We would like to apologize to our customer for her difficulty trying to reach us We are again attempted to reach our customer to discus resolution

Received Credit 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]

I brought furniture from this location in Novemberwhich was schedule delivered in December once I return to North Carolina, The Head Board of the bed had been damaged and one can see they tried to repair it, I requested a new headboardI am disappointed in there customer serviceI paid for brand new furniture, not furniture that had been repairedAs of today, the bed has not been resolved and we have no bed to sleep on when return to NCa week

Dear Revdex.com,Please convey our apologies for the confusion our customer has experienced over this matter.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 unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts We value our customer’s feedback and will thoroughly examine the described events.We also use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly These processes are very important to us, and help ensure the satisfaction of our customers Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possibleAfter review of our records we have determined that our customer was invoiced and billed correctly The money paid by financing toward one transaction was shorted by the value of the card transaction because of how the accounting and financing systems function when there are multiple orders needing to be delivered Once all deliveries were completed payment was received by the financer for that shorted amountThis payment did not come until more than a month after the last delivery, which is why it showed up on our customers statement more than a month after having received the merchandiseThank you for bringing this matter to our attention.Sincerely, [redacted]

Date: 3/17/ 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 Upon review of this complaint we see that this complaint was sent over to the Revdex.com on 4/25/Ashley Furniture didn’t receive the complaint until 3/12/On 2/20/the customer received an exchange of their mattress and foundation prior to this all delivery issues the customer had in were taken care of back then Please feel free to contact me with any questions or concerns (Reference Stoneledge SR#397673) Regards, Ashley Furniture Industries, Inc / [redacted] Style Definitions */

Please update the address on this complaint, this complaint should not go towards our Concord Pike location for this was a customer from our Brandywine DE store that closed down on 12/The address for this complaint should be [redacted] This customer put a down payment on this sale on 6/29/the customer was given until 7/15/to pay for product in fullOn 7/11/the customer still did not have the order paid off and management extended the dead line to 9/17/The customer still did not pay off the orderInstead of the customer losing her deposit as stated on 6/29/we allowed the customer to use her amount as a store creditThe customer came into our Brandywine DE location on 10/30/and used her store credit towards a new purchaseThe customer was made aware that her sale was final there were to be no cancellations no refunds or exchanges The customers order came in in November and the customer was not ready to accept the order yet, we made the customer aware that she had until 3/3/to accept delivery or storage fees would occur Once the customer was ready for delivery, we called her and confirmed her in for a day and at this time of confirmation we went over and verified the address we would be delivering to, which was her address in [redacted] **, not in Newark, NJThe customer confirmed the address with us and we scheduled her in Come time of the delivery, our team gets to the address in Secane and we call the customer to let her know we are there for delivery, she then decides to tell us she moved to Newark NJ and that is where we need to deliver toOur delivery team told the customer we can not deliver to you in Nj that is out of our route and we can not do it, the customer then told our team that she "Okay'd it with the coordinator" which is not true her new address is 4hours away and our team knew this was not true and told the customer we would not be delivering to her that day Our delivery coordinator spoke to the customer again and made her aware that we do not delivery to Newark NJ and we will not be delivering to Newark NJ, the customer should of made us aware of the address change when we verified where would be delivering and she did notWe told the customer that she needs to pick her order up, it has been at our warehouse for a long time, we will not be delivering your items, you need to pick them upThe customer then said OK and that was the end of the conversation The customer has called back several of times asking us when we are going to deliver and we keep repeating and telling the customer we are not delivering to you, you need to pick the items upThe customer has even called us and has given us fake information trying to speak to different people to see if she can get different answers and we tell her the same thing every time, you need to pick your items up The customer has even spoken to the owner who has offered to refund her her delivery fee even tho we did attempt to make the deliver to the address that she verified with us, but we still have offered to refund her delivery chargeThe customer will not accept that and still continues to call and still continues to give fake information There is nothing else we can do for this customer, her items have been in since November she will not receive delivery, she needs to pick up her items or storage fees will start to occur

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 After further review of customer’s complaint, we have found that while the dollar amount of furniture covered is up to $1500.00, [redacted] only paid $for the protection plan If a refund were to be given for the protection plan the amount refunded would be $not $as that is not what was paid for the protection plan As for what is covered by the protection plan, yes they cover “any puncture, cut, tear, or rip”, however it continues on to say “from a specific incident” I have attached a copy of the Protection Plan terms and conditions as wellAt this time we invite [redacted] to contact our customer service at ###-###-#### if wanting the refund of $for the protection plan Regards, Ashley Furniture Industries, IncCorporate Office SK

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Patricia [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 We are so sorry that Ms [redacted] is not happy with her Guardsman Protection Plan The reason that Guardsman is not covering all the chairs is because it only covers accidental damage It sounds like the other chairs have issues that may have occurred over a period of timeAt the time of the purchase the customer received a year manufacturing warranty that would have addressed these concernsAlso there are instructions under the chairs that recommend periodic tightening of the legs when needed I would encourage Ms [redacted] to reschedule the Guardsman’s Technician to repair the one chair As for the other chairs; they were purchase 8/29/and they are well outside the one year warranty If Patricia is not satisfied with this response, she can contact our Homestore Customer Care Team at 800-240- I not believe they will be able to assist because of the warranty Thank in advance for your assistance Please feel free to contact me if you have any other questions and/or concerns Regards, Ashley Furniture Industries, IncCorporate Office SC