Ashley Furniture Homestore

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 reviewing Ms [redacted] concerns, we reached out to our retail locationOur store manager reached out to Ms [redacted] and scheduled a technician for 2/01/to address Ms [redacted] concerns with her chairsThe store manager also advised Ms [redacted] that we are unable to add the additional protection plan to her sofa; he is working with Ms [redacted] to offer a discount on the purchase of the sofa for this mistakeWe apologize for the inconveniences Ms [redacted] has experiencedPlease feel free to reach out to our retail location at ###-###-#### with any additional questions or concernsRegards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Date: 1/12/ Revdex.com Complaint Department Complaint ID: [redacted] Thank you for your response in regards to your complaint I do apologize but upon further review of your claim at the time you purchased your furniture the store you purchased from was an individual licensed agreement location and has since become a corporately owned locationAt this time the location no longer sells [redacted] mattresses therefor we are unable to service the mattressAt this point you will need to contact the [redacted] company directly since they are the manufacturers of the mattressPlease call [redacted] @ ###-###-#### Please contact me with any further questions or concerns Sincerely Ashley Furniture Industries, Inc Corporate Office [redacted] / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: your [redacted] [redacted] told me and my wife that delivery charges would be and the protection would be but when it came time to initial and sign for the purchase and they gave us our receipt and copy it showed for the delivery and for the protectionI started to walk out the store but I turned around and I confronted the [redacted] and the [redacted] [redacted] , the [redacted] replied that I had to do it like this so that you could get the dealI was angry and left the store, I do not want anything from your store but a full cancellation , because your [redacted] was not being honest And I'm sure he deceived other customers as well 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 meThere are discrepancies with the entire chain of events but we are VERY grateful to Ashley for picking up everything and allowing our return/refund We never intended to make things difficult but the health issue could not be helped Our larger concern right now is Ashley has not conveyed the refund information to [redacted] bank The purchase was financed through them via Ashley We called them today at ###-###-#### and spoke with Simon [redacted] records indicate we have a balance of $and we need that taken care of We respectfully request the case remain open until the refund issue is fully resolved Regards, [redacted] ***-***

Hi Revdex.com Good evening Hope all is well, [redacted] one of our Lead associate is working with guest, the dining room set our guest received is the way displayed in our showroomThe set is not damaged , [redacted] call guest today left a detailed message for guest to call us back also send an e-m to guest to advise a message left on his honeWe will not be able to take the set back as it is not damaged, that is the way the set is manufactured We will be more than happy to have guest come back into our showroom and go over the set with him as displayedThanks as always to bring to our attention

Revdex.com Complaint DepartmentComplaint ID: [redacted] Thank you for your response in regards to your Revdex.comI do apologize but we will need to stick with our first response and due to the discount you received at the time of purchase the gift card promo is not an option.Thank you for contacting Ashley Furniture in regards to your complaint.Ashley Furniture Industries, Inc.Corporate Office**

Dear Revdex.com, Please convey our apologies for inconvenience our customer is experiencing with their mattress.As each person’s sense of comfort is unique, Ashley Furniture Home Store 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 vary 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 Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is writtenA certified craftsman on 12/13/went to our customers home and found no manufacturing defects As a gesture of goodwill and customer service, we are inquiring with Simmons, to see if there is anything further we can do to assist Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.Once we have received a resolution from Simmons, we will gladly contact our customer again to inform of the decision.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability .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 possible 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 We have contacted our customer and discussed a temporary resolutionWe will be speaking with our customer again in the morning to determine if the resolution is satisfactoryIf not, we will be willing to agree to our customers current desired settlement Our customer's satisfaction is important to us.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 Ashley Furniture Homestore's statement is untruthOn 11/20/the problem with the recliner was resolved by Ashley Furniture HomeStore (AFHS) because it was under the months period warranty (see bottom of the first attachment, schedule date 11/20), the current claim is a different claimAs you can see in the first attachment AFHS did offer me the Service Agreement (from Guardsman) for five years on the same date that I purchased the recliners, and AFS made me believe that everything will be taken care in such eventI did not go to a third party nor out of the store to purchase the Service Agreement, I bought it in AFHS and from AFHS sales representative.How AFHS is going to sell to its customers a Service Agreement from a company that later on that company (Guardsman) does not want to honor the service that AFHS promised?Attached you can find a copy of the Service Agreement that AFHS offered and sold me.Kind regards, [redacted] Regards, [redacted] ***

We are attempting to reach our customer to confirm the resolution

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.]There is no closure to this matterWe should have been informed of your "no return" policy at purchaseWe were not! Having it written on the back of a receipt or another page of a receipt without being told by the sales person is bad business practicesI will think twice before I do business with Ashley Furniture again! Regards, Janet [redacted]

Dear Revdex.com, Please convey our apologies for the damages to our customers home and sofa.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 conditionWe have gladly agreed to replace our customer’s sofa at no additional cost We have verified that a claim is open for the damage to our customer’s home We work with our 3rd party delivery services to process claims when applicable as promptly as possible All claims must be reported in hours of incident Claim decisions are based on the facts provided and average 10business days to be processed We are closely reviewing our customers claim to help accelerate this process.Thank you for bringing this to our attention.Sincerely, [redacted]

Dear Revdex.com,Thank you for provided us with our customer’s updateAs stated before, we were previously unable to reach our customer to discuss the details Since that time more information has become availableNormally, we are unable to return this mattress under these conditions We have no way to substantiate if a mattress has been used or not once it has been removed form packaging and have been in someone’s home outside of our supervisor For this reason we are required to consider it “used” and we are not licensed to sell/resell “used” mattresses at this time Nor will a manufacture accept return of the product under these conditions Given the circumstances our customer has been authorize to return the mattress as a one time exception Our customer may contact us at their convenience to schedule the return (###-###-####)Thank you for bringing this matter to our attention.Sincerely, [redacted] Office of the President

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 receiving Ms***’s complaint, we have reached out to upper management at the retail location she purchased from The retail location, as well as the Regional Manager for that location are working together to assist Ms*** The Regional Manager has left a message for Ms [redacted] to call him back to discuss At this time we invite [redacted] to contact the Regional Manager back to discuss resolutionRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on [redacted] ***’s complaint We have contacted the retail location the purchase was made at When the sale was canceled the authorization of the sale was not canceled completely This has been completed now and a refund request has been submitted This should show up on the next billRegards, Ashley Furniture Industries, IncCorporate Office KC

[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, [redacted] ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] and [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 We were so sorry to hear about the [redacted] ’s dissatisfaction of the quality of the furniture in their home Ashley is continually trying to improve the strength and quality of their furniture Our quality team has been advised of the poor support under the Cal/King Sleigh bed rail system The store will also be processing a $credit to their Synchrony account so that they will not need to cancel any part of their Protection PlanPlease be advised that it may take 2-billing cycles before this credit will appear on their statement Thank you once again for the opportunity to assist the customer We do feel that we were able to reach a satisfactory resolution with the [redacted] ’s Regards, Ashley Furniture Industries, IncCorporate Office SC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution (cancellation and full refund) is satisfactory to meThank you Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding this Customer’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.The customer is meeting with the [redacted] on Saturday, May 2, to discuss a resolution.Regards, Ashley Furniture Homestore – Corporate Office

We would like to take this opportunity to apologize for Ms [redacted] not being notified with regards to the time frame change and also for the drivers arriving minutes outside of the specified time windowAshley Furniture time frames are hours in lengthWe ask is that customers be available during that specified time frameOur drivers are instructed to call customers minutes prior to arrivalSince this policy was not adhered to, we would like to extend a $Ashley Furniture gift card for the customer's inconvenienceRegards,BAAshley Furniture Corporate Office