Ashley Furniture Homestore

[redacted] ***

Good Morning,Thank you for forwarding [redacted] concerns over to us.We sincerely apologize for all issues pertaining to this delivery. We show that we have scheduled our Master Craftsman to restore the cosmetic imperfections on 10/7/2016 as requested.However, we have record that [redacted] called... on 8/30 stating that he wanted to cancel the order. We have entered the authorization to cancel, and [redacted] has been made aware that a 10% restocking fee and $79 pick up fee will be assessed before the refund will be issued.We will provide a follow up once the refund process has been completed.Thank you,Ashley HomeStore

The issues is still remaining about the bed and the damage to the foot boardI had called Ashley Furniture since 3/2/3/9/sent pictures of the foot board On March 15th I spoke with Mr [redacted] in person at Ashley Furniture he stated he was working at the issueHe stated that the bed was discontinued but the foot board could be shipped to the warehouseHe stated someone from Ashley Furniture would be contacting meI heard nothing from anyoneMarch 27th I called back to Ashley Furniture and spoke with ***She and I started to have a heated discussion about the situationShe stated that she could send a craft man to repair the damageBut that was all she could doI then stated that because I didn't cause the damage I wasn't in agreement to pay full price for the bedShe stated she couldn't do anything for me She then asked do you want me to send a craft man outI stated no, that I was not interested in this offer March 28th I called and spoke with [redacted] from acceptance finance I also explained the issue to herHer offer was the repair of the foot board onlyI explained that I wasn't paying full price for a product I didn't damage She then called later and stated that I would have to return both night stand and bedI explained that I wanted to pay for the night standShe stated I would have to repurchase another oneI then stated I thought the set was discontinuedHow could they have another night Stand but no foot boardI explained that I didn't agree to thisToday [redacted] called and stated that the offer was $off my next purchase at Ashley Furniture Plus $off of my next payment I again stated that I was not agreement with thisI explained that I have been ignored and then told I would not get credit of my down paymentShe then stated she would call me back [redacted] called again and stated that the difference of the night stand was $She stated that they would pick up the bed Wednesday April 15th after 3pmI agreed to pay the difference for the night standWhen I arrived I was told by another sales person that [redacted] went out of her way for meI stated no she didn't and non end you haveI have been dealing with this issue with all of you since March 2ndI am now going to have an incomplete bedroom setI paid cash on dresser mirror and one night stand I put the bed and second night stand on fiance I am now going to have an incomplete bedroom set And as they have claimed the bed is discontinuedWhich leaves me with being unable to purchase the exact same bed

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 mannerUpon receiving ***’s complaint, we have reached out to management for the de**very service used Management spoke with Mr [redacted] on Feb8th and during that call Mr [redacted] was informed that his claim was denied due to documentation of preexisting damage to the floor, and the de**very team didn’t use any drills in or near the area where the damage was located At the time of the de**very Mr [redacted] was not home and his wife signed for the de**very While the de**very team was there they advised Mrs [redacted] to remove the cardboard that was all over the house as that could cause some scratches to the floor The team took extra precautions and wore shoe covers and used extra furniture blankets on the floor to avoid damages Mr**’s wife did not take the advice of the de**very team to remove the cardboard as it remained on the floor During a conversation with the de**very service management, [redacted] stated that his wife did not see the team drop a drill or other tools while de**vering the productThere was the phone conversation between the de**very management and Mr [redacted] along with a certified letter requiring a signature that was sent to Mr [redacted] regarding the denial of the claimWe have included photos that were taken on the day of de**very and can provide a call log if neededRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on [redacted] ’s complaint, we did reach out to the retail location again Management has reached out to [redacted] regarding her delivery and was advised that all was wellCompensation was discussed, $gift card and then it was upped to $gift cardThis was left as management would reach out to her on Saturday 7/29/to discuss other options for compensation Management has left a few message for [redacted] to contact them back to discussAt this time we invite [redacted] to contact her retail location to speak with Al regarding compensation optionsRegards, [redacted] Furniture Industries, IncCorporate Office KC

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]

Complaint: [redacted] I am rejecting this response because: once again the communication has NOT been fully bridgedI attempted to return a call I missed to the number and extension left on messageThe call would not connect so I went online found an alternate number to attemptUpon calling it I explained I had a missed call from [redacted] ***, the man did connect me to that extension [redacted] did answer and explained to me that they were having phone problemsAt this point I explained to him what has been going on at the end of my explanation [redacted] said "ok Mrs [redacted] again since we are having problems with our phones let me verify your contact information in case we were to get disconnected," I gave him my home number (###-###-####) as well as my cell (###-###-####) Within a couple of minutes we were indeed disconnectedI was at home and had BOTH phones in my view, so I waited assuming he would call me back to finish our discussion...but once again in true Ashley Furniture spirit I was NOT contactedThis is NOT what I would consider a company wanting to make amends for issues being addressed 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.Today, I had a "Bug Inspector" come out and access the situationHe has indicated that the couch does not have ants and maggots but termites and their larvae and he has confirmed that they came from the sofaI have requested his report which he will provide within a few business daysI have never had termites in my home since I have lived here yearsAshley furniture has indicated their product is sealed upon arrival, but I contest that the sofa was just wrapped in plastics and some parts came in boxes, which termites could easily get into at the warehouse their furniture is storedIt would not be cost effective to cover infestation on their warrantyI have never had a problem of had to file a complaint with Revdex.com and I am so disappointed by their response and lack of ownership or customer service to my problemThe couch is less than a month old, I should not be having this problemThe terminated and there larvae are only in one sofa, if it were a problem in my house they would be in al my furniture Orr at least within my houseCan I take any further action or is this a lost cause? Regards, [redacted]

Hello All, Complaint number # [redacted] Customer - [redacted] I have spoken with Ms [redacted] regarding her experience We have scheduled customer for service on April 24, thanks, ***

So sorry to hear that Ms [redacted] is not satisfied with what has been offered her at this point in time The store manager advised that she has received all of her merchandise and that she was not overcharged from the original sales receipt The confusion may have come from the fact that items are not billed until they are received, and because her order was not shipped together it would have appeared as a new chargeIn fact her sale was refunded $for the b/o issueThe sales manager felt confident that all of her issues had been addressed Please advise if in fact Ms [redacted] is still requesting a full refund If so we would have to pick up all of her items in the home Regards, Ashley Furniture Industries, IncCorporate Office SC

We're unsure about what the issue here isWe've sent technicians to fix the issues the customer mentioned regarding the leatherThe techs fixed everything back to manufacturing specifications

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 Mr***’s complaint, we have reviewed his purchase history He did in fact purchase a protection plan The protection plan is not a warranty it is for accidental incidentsMr [redacted] purchased the wood protection plan and the fabric protection plan There are specific guidelines/policies for the protection plan that need to be followed When Mr [redacted] called Ashley Furniture Industries, Inc He reported scratches on the table top When asked what happened he said he wasn’t sure and that the scratches had been there since the end of last year This was on 4/26/ At that time he was advised that the protection plan he has covers scratches but only when they are from a single incident and that they need to be reported within days of it happeningBeing these had been there from the end of last year and he didn’t know what caused them the protection plan would not cover these damages He did state to the agent he was speaking with that he was told everything would be covered The agent then offered to send him a copy of the protection plan policy which he refused and a request was sent out to the store he purchased from to have the store manager contact himAt this time we are following the terms of the protection plan that Mr [redacted] purchased A copy of the terms and conditions have been sent out to Mr***.Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

We reaffirm our communication that there is no assistance available in regards to this furniture that is well out of warranty Thank you

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 was online trying to type a reply message but the website won’t let meI contacted Tempur-Pedic and the reply I received is they do not tell retailers what to do and will not cover items purchased at retailers other than Tempur-Pedic The store agreed to exchange the base from Ashley’s to Tempur-Pedic after I paid the difference However when the delivery personnel setup that new base, they refused to take the shipping clear plastic from the base They removed it from the platform and bolted the platform to the base but refused to take the shipping material off the base I contacted the salesman at the store last week but haven’t heard a word from the store I would have to pay someone to correct the installation and the bed is very heavy so I cannot do it myself The second new concern I have is for the warranty The store apparently will cover the base the salesman said (and I bought the warranty for the base only for $300.00)but the mattress is covered by Tempur-Pedic for years However with the email I received from Tempur-Pedic, it said that Tempur-Pedic will not cover items purchased through a retailer other than Tempur-Pedic itself So who covers the warranty? I am waiting for a response from Tempur-Pedic on the warranty I can forward that email to you if you need to see it Thank you! [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 me at this timeHopefully, this would be resolved on the said date Regards, [redacted]

Thank you for the update on [redacted] ***’s claimThe breakdown of charges that [redacted] would be charged to the account that was advised to him by the store management is an office desk for $254.00, lamps for 39.98, delivery fee of $199.99, and the restocking fee for the mattress that was returned of $The only total amount that [redacted] would be responsible for is $790.89+ any taxes applied Regards, Ashley Furniture Industries, IncCorporate Office SK

Complaint: [redacted] I am rejecting this response because: I tried calling back and have been unable to reach anyoneWhen I spoke to someone I was told I had days to reject the purchaseMy first date of contact was 12/22/which would have fell within the day mark, but this company is difficult to get a hold of by phone and now they’re saying it’s daysMy company has an account with Ashley’s furniture, which is why I’d decided to purchase for my home but after seeing the way this situation has been handled I will be pulling all of my company’s business from them and I will be sure not to make any future purchases with the company Regards, [redacted]

We bought a ceiling fan (model #XXXXX-XXX)I called the number listed here- and the guy has said "not too far away", eventhough he said "he has ever heard of "Evolution Lighting" but confirmed the number was right (XXX-XXX-XXXX).Even though he said he has never heard of them, he gave me a number to call (XXX-XXX-XXXX) but that number was disconnected, of course.I have sent email after email to their website (http://contactus.evolutionlightingllc.com/), to their Facebook https://www.facebook.com/Evolution-Lighting-XXXXXXXXXXXXXXX/ ....and not one reply.We bought a ceiling fan that is making a whirring noise, even when on [redacted] @evolutionlightingllc.com Product_Or_Service: Ceiling fan Account_Number: yr unlimited warra

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 Problem:It is so unfortunate and frustrating that I have to write to the Revdex.com again to still try to resolve this issueMy original complaint was filed on April and the issue is still not completely resolved, even after almost monthsI am unable to find the complaint # of my last complaint and the link is no longer validI basically received damaged "new" furniture twice-- all have since been returned (on April 20, pictures available if needed)The credit was supposed to be put back on the synchrony credit card, bringing the credit card balance to zero (the furniture was the only purchase made on that credit card)I found out in late June that there was still a balance and late feesI contacted [redacted] Corporate and the store itself, as well as the credit card company (I have documented dates, times, contact person if necessary)My husband even went to the storeWe were told at the store that it would be taken care of (because it was never processed in April- wow!- and the person who was supposed to process it no longer worked there- wow again- it should have been taken care of regardless!)He was also told we were responsible for the late fees thoughI found this inappropriate because if they had taken care of the balance or the credit back in April, there would be no late feesEventually, Gino Ciccone, the manager on duty at the time agreed and said the late fees would be taken care of-- again bringing the credit card balance to zeroI called synchrony bank (the credit card company) and told them the situation and that they should speak to the store to confirm what I was telling themFast forward to today, September 10, I still have a "past due" balance of $I find this Ridiculous! I have to, again, play phone tag and get tossed around [redacted] Corporate, the actual homestore, and synchrony again?! I want this to be taken care of completely like it should have been taken care of back in AprilThe credit card should not have any balanceThe past due balance is likely affecting my credit score- all because it was not taken care of appropriatelyPlease help me in resolving this issue.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Synchrony credit card balance needs to be zeroI am not responsible for the late fees because the furniture was returned in a timely manner and it was the company who did not process the refund in a timely, appropriate manner Regards, [redacted]

We have made contact with the consumer They will be in to reselect another mattress that we can get to them quickly