Ashley Furniture Homestore

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 upper management at the store location The store manager has spoken with the customer and advised we will be bringing out a metal bed frame and foundation At this time we invite the customer to contact our Ashley Furniture Industries, IncHomeStore if there are any further questionsRegards, Ashley Furniture Industries, IncCorporate Office KC

At the time of sale, the customers order is gone over with them, we make sure that what we are ordering is what the customer did select and we also go over the policies to the saleThe policies to the sale include, our tentative time frame for delivery, the customer is quoted to weeks for arrival of product and once the product arrives, we then schedule them in for delivery, the customer is also told of our cancellation policyThe cancellation policy states, that if any changes need to be made to the order, they must be done within 24hours of the purchase, once the 24hours passes, there will be a 40% restock fee assessed if a cancellation occursThe customer not only verbally agreed to the polices, but she also initialed next to each policy and signed stating she has read and agreed to the policies.When it came time for delivery, our delivery team tried to deliver the sofa and it would not fit through the door frame, by the sofa not fitting through the door frame, it caused a tear on the item, so this item was declined, the delivery team had not yet taken the loveseat out but the customer wanted to decline both pieces, because if she could not have both that day, she did not want either of them Customer service was called, and our associate spoke to the customer, it was told that both items were being declined, the sofa was being declined due to not fitting and having a tear and the love seat was being declined because the customer did not want one with out the other, our customer service associate asked if they wanted to keep the loveseat, this way they at least have something to sit on, and it was told to her that if they could not have item they did not want the otherOur customer service associate meant no disrespect, she was just curious if they at least wanted one of the two items so there was something to sit onAfter speaking to the customer, it was told that the sofa would just not fit and that she would like to just reselect, well as the customer was told at time of sale, that any cancellations made to the sale, needed to be made within 24hours of purchase, if not, there would be a 40% restocking feeThis cancellation is well after the hour time frame so a 40% re stock fee would applyAfter speaking with the customer, we made her aware that if she would like to reselect a new set, that we would reduce the 40% to a 20% restocking feeThe customer did not want to pay any fees and decided she would stick with her original orderSince the sofa was damaged at time of her original delivery, a new one was ordered, once that sofa came in we called the customer and had her set up for re delivery on 2/On 2/our delivery team tried once again to fit the sofa into the customers home and it would not fit so again, the two items were declined and sent back to our warehouseOn 2/the customer went in to the store where she made her original purchase, paid the 20% restock fee( the 20% restock fee is not actually extra money paid by the customer, this money is taken from what her credit would be for the two returned items, we take the 20% and 80% is given towards the credit of a new purchase) and reselected a new set she believed will fit in her home We are working with this customer, we did not make the customer keep the items that she originally selected for her home, that were damaged by trying to fit in her home, we re ordered her a brand new sofa and tried to deliver again, and once again, the product did not fit in her home ,so again, instead of leaving her stuck with the product, we allowed her to return the pieces, not for a 40% restock fee which should have been assessed, but instead for a 20% restocking fee

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: NO ONE has informed me of this I have been waiting since Veterans day of NO ONE had kept me informed until today I have made multiple calls with NO answers or calls back I don't want the furniture I want all my money backYou have extremely poor customer service both in taking people's money and not giving them anything in return and making them work for what they already paid for Sincerely, [redacted]

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 a full review of Mr [redacted] concerns, we apologize, however we do not cover bed bug infestations There are several different ways a home can become infested with bed bugs ranging from person to person contact, being brought in on luggage or backpacks, to the bugs actually traveling through the walls of an apartment complex or home Bed Bugs also possess the ability to go into a dormant like stage when food is not available Bed Bugs are capable of being dormant for several months making it difficult to pin point when the actual infestation took placeAgain we apologize for any inconveniences, however we will not be assisting with this matterRegards, Ashley Furniture Industries, IncCorporate Office AB

Hi Revdex.com Good evening! Hope all is well, just spoke with guest and advise her that we will order all material needed free of charge , but if need labor will have to pay for the laborguest is insisting of reselect a new set of living room, which we are unable to accommodate

I am rejecting this response because: Yes they offered 40% off next purchase but there's catch, it only applies to regular priced item and all of them are ranging from 3k to 4k $ ! Which no way I can afford ! I just need my old furniture fixed or give me the full amount of credit in store with no exceptions Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience our customer experienced due to the furniture being damaged.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 will continue to reach out to our customer so we may assist in any way that we can.Thank you for bringing this to our attention,Sincerely, [redacted]

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/by, [redacted] ***Mr [redacted] purchased a bedroom set from us back in We received an email on or about 12/3/to say that his bedroom set was damaged and he was looking to have it replacedHe sent in photos of the damaged set He was out of his one year manufacturing warranty and did not have an extended purchase protection plan After evaluating the bedroom from the pictures and reviewing it was clear that the bedroom veneers were lifting The veneers can be repaired, and even though the guest is outside of his one year warranty, and has no extended warranty we did agree to send service to him at no chargeThe service was sent to our outside vendor on December and Mr [redacted] is set up to have the craftsman visit his home on 12/23/We have certainly tried to go above and beyond for Mr***, and gave him a resolution before he wrote in to the Revdex.comTherefore we are requesting that this complaint be dismissed as invalid Our company strives to serve all our customers with the best star customer service and the best quality products in accordance with all policies mutually agreed upon at point of saleWe value Mr***’s business; this customer has been assisted to the best of our abilityIf we can be of any further assistance, please do not hesitate to callKindest regards, Corporate Customer Support Center

[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 James [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 reviewing James [redacted] ’s situation, we reached out to our retail location for further assistanceWe are still looking into the best course of action to resolve Mr [redacted] ’s concerns, but would like to invite him to reach out to his retail store location at ###-###-#### or our Customer Care Department at ###-###-#### at any time with additional questions or concernsWe will be reaching out again when we have found a suitable solution to this matterRegards,Ashley Furniture Industries, Inc.Corporate Office**

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding Luis [redacted] situation. We 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 investigation of the Mr.... [redacted] complaint, we did change the route that he was on for that day. This caused his delivery time frame to change, likely because of added or removed sales for delivery that day. This in effect would mean that we had to find a more efficient rout to take for deliveries. We apologize for any inconvenience that we have caused. For the troubles, we would like to offer a refund of your delivery fee in the amount of $69.99 plus tax. At this time, we would like to invite Mr. [redacted] to call ###-###-#### if willing to accept this offer. Regards, Ashley Furniture Industries Inc. Corporate Office **

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 mannerUpon receiving Mr [redacted] ’s complaint, we have reached out to management and our Technician services department Management has approved for courtesy service due to the damages being wear and tear which is not covered under the Manufacturing warranty or the Protection Plan We do have Mr [redacted] scheduled for 3/24/for the technician serviceRegards, Ashley Furniture Industries, IncCorporate Office KC

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 mannerWe are having difficulty locating Mr [redacted] ’s informationPlease provide us with the original sales order number (located at the top of your sales receipt), delivery address, and/or the phone number used on the account When we receive this information, and are able to located Mr [redacted] ’s account we will be more than happy to assist in resolving these issuesWe apologize for this inconvenience and the issues you have had thus far and we look forward to working with you to resolve the matterRegards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Thank you for the update regarding [redacted] ’s situation We have reached out to Ms [redacted] regarding her situation We have offered Ms [redacted] a refund of her delivery fee plus a discount on her bed set Ms [redacted] had advised she needed to speak with her boyfriend regarding this offer and that she would contact the store back with her answer This offer was made to Ms [redacted] on 3/11/16, as of 3/12/she had not contacted the store back The offer still stands, refund of delivery fee plus 20% discount on bed set or a technician appointment We currently have a technician scheduled for 3/19/to determine what size bed rails are needed for the bed frameWe can then do an exchange of the bed rails if needed so her mattress will fit correctlyWe invite Ms [redacted] to contact Ashley Furniture Industries, Inccustomer care line at ###-###-#### Regards, Ashley Furniture Industries, IncCorporate office KC

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding ***’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 Mr***’s complaint, we have found that the retail location has already made an attempt to compensate Mr [redacted] for his troubles The retail location has Mr [redacted] $200.00, this would be refunded back to his financing accountWe feel that $is a sufficient amount as compensationAt the time Mr [redacted] declined that offer, as he wanted more than that We are still willing to offer the $back on his financing account, however that is all that we would offer is the $ If Mr [redacted] is willing to accept this offer he will need to reach out to his local retail locationRegards, Ashley Furniture Industries, IncCorporate Office KC

We have made contact with the consumer We advised her that we would swap out her piece She was happy with the resolution

Revdex.com: This whole process was actually handled by me with the help of great employees from AshleyAside from that, this should never got to the point where I had to handle the process and the process taking weeks! Ashley should have handled it to from the beginning rather than making excusesgreat employees that stood out and actually helped me during this process is [redacted] - he gave me status updates and contact me during the process [redacted] - at the Ashley store in ***, TX she scheduled the pick up and refundOther than those employees, everyone was rude and unhelpful

Complaint: [redacted] I am rejecting this response because: Our desired outcome was to get a refund and return the mattressAs we do appreciated the fact that they are now willing to at least exchange the mattress, we cannot do itAfter much discussion, we feel that after the way we were treated and the steps we had to take to get a resolution we are now targeted and do not feel comfortable returning to the store At this point, we would rather keep the uncomfortable mattress just to avoid subjecting ourselves to the ridicule of walking back into the store Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by our inability to retrieve the mattresses on the pervious deliveries.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 will gladly retrieve the old mattresses and box springs for our customerThank you for bringing this matter to our attention.Sincerely, [redacted]