Ashley Furniture Homestore

[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 Jennifer ***’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 Our sales manager at the LA Broadway advised that he will be refunding Ms ***’s delivery fee for her furniture that was delivered on 12/ We sincerely apologize for the delay in getting Ms [redacted] her furniture Unfortunately delivery dates and availability of items are only estimates and can change We try to update our customers as quickly as possible if changes are made As you can see it is not an exact science, and definitely a work in progress Regards, Ashley Furniture Industries, IncCorporate Office SC

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.We are not satisfied with the response We have not received the replacement back of the chair It was originally shipped and the one that was shipped was damaged Then they sent the attached one damaged as a replacement Please send replacement back of char Regards, [redacted] ***

Dear Revdex.com,We have contacted our customer and are working towards a resolutionIf you have any questions, please let me know.Thank you, [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Michael [redacted] ’s 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. Upon full review of Mr.... [redacted] ’s concerns, we do apologize for the inconveniences that may have occurred regarding the scheduled technician appointment. Our records indicate that another technician is scheduled for this Saturday 1/21/17. We will continue to work with Mr. [redacted] following the technician’s visit to address any warranty related issues as needed. As a token of our appreciation and inconveniences for the recent situation, we will be sending Mr. [redacted] a $100.00 gift card. Should Mr. [redacted] have any further questions or concerns at this time, we invite him to contact our Warranty Center by calling ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

I have contacted our customer to confirm 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 appearI am still not satisfied with the situationAshley has not responded to my request to address the wall damage and the discountThey routinely off discounts as much as 25% or more to other customers so I'm not sure why they feel it's okay for my transaction to take four monthsI have been told by employees, one at customer service and also Ashley at the store that [redacted] 's manager will contact me but she/he has made no attempt to do soAlso I would like to return the bar stools since they aren't tall enough for a barMy voicemail is workingThe Revdex.com can try calling it if you wish All they seem to do is blame me for all their operational problemsI'm still waiting to contacted by [redacted] 's manager or higher since I was promised this twice nowThe transaction has now been months in length.Thanks, [redacted] *** Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11775723, 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, Kellie [redacted] We are still waiting for someone to call regarding the repair of the bed that was install they were to come on the 28th of November no one ever showed upI received a call on Monday the November 7th stating they need to reschedule the appointmentWhich is to take place on 11/11/Hopefully someone will show up and then we can close the claimPlease follow up with me on Monday the 14th of NovemberThank you

We sincerely apologize for the amount of time it took for Mr [redacted] to receive his pillowsIt was an unexpected delay and out of the amount of time it takes to receive accessoriesWe have contacted Mr [redacted] and he has received the pillows

Mr [redacted] CHANGED his order from a King to a Cal King after his original purchaseThis was the cause for the delayAll Cal kings come in from the west coast and they take longer for us to receive as they are not common for us to stockWe did offer Mr [redacted] $in a gift card to accommodate for the delivery being hours late but he refused

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 That is not what the sales person told us, nor [redacted] First of all you need to clarify with the salesgirl that heard everything [redacted] is now lying about what he said First off we went to another Ashley furniture and were quoted a price We were not happy with the delivery date so we chose to go to the [redacted] location When we went into the [redacted] location we were greeting by a young female representative We knew exactly what we wanted #Kira Bedset #Ashley Mattress #Reclining Love Seat #Reclining Sofa The salesgirl looked up everything in the computer and proceeded to order it Upon ordering the items she found that she could not get the mattress we had picked out, and that it was no longer available Our salesgirl went back to the floor manager and asked him if he could price match the other Ashley store and he said he could So after he said he could price match but couldn't get the mattress we started looking at other mattresses We were trying to stay around $with the original mattress price but [redacted] told us that he wouldn't personally buy ANY Ashley mattresses and showed us the Sterns and Fosters mattresses instead He said that he couldn't discount the mattress because of the brand and that $was as low as he could go (which was their store sale price) because we were getting the gift cards as well (The salesgirl confirmed that he had said that also) We agreed on the mattress and the salesgirl sat us down at the register to check our items out Our salesgirl also told us that any wall furnishings were on sale %off, so we added a rug that was %off AFTER we paid for our purchase in FULL by debit card, their female co-leader came over and congratulated us on our gift card and said we were getting a $card When the co-leader went to get his authorization to give it to us, he shouted very loudly "theyre not getting one in front of my son and wife" We had been shopping for over days not having any furniture at home and had we not needed a bed and sofa in our house we would have canceled the whole order We spent hours in that store when really it should have only taken mins since we already knew what we wanted to purchase We called [redacted] the next day and he was less than helpful He said that we got a good discount but no where did we get % of a discount on our receipt, all he did was price match the other Ashley store with of our items (excluding the mattress)If necessary, I will send a copy of the receipt to show for proof [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience for the delay in cancellation.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 our communication efforts We value our customer’s feedback and will thoroughly examine the described events.We have confirmed with our customer that the purchase was cancelled and a refund was issued to the card used on 12/31/While refunds may take up to business days to be fully completed, our customer has confirmed that the refund has been receivedThank you for bringing this matter to our attention.Sincerely, [redacted]

[redacted] , accompanied by [redacted] , purchased a sectional and other furniture on 9/16, with tentative availability of 3-weeks (original sales order attached) for pick up at our storeWe were aware of the consumer desire to pick up their furniture in time for a special event, and we made every reasonable effort to get it from the manufacturer within the desired timeframeWe cannot as a practical matter, and do not, promise a date certain for any ordered product, and no such promise was made in this case While we were initially advised that we would have the product in by 10/4, we were advised days before that it would not be coming on that truck, and the next day informed the customer In order for Ms [redacted] to have furniture for her event, we were able to procure a similar piece (albeit a different configuration) and offered to deliver it for no chargeFurther, for the inconvenience, we allowed the customer a $credit to apply against a $rug they wanted to add to the order (see revised sales order attached, with rug added and product protection plan removed per customer request.) At the time of this offer, the customer was also offered the option of a full refund, but opted to take the $credit and apply it to their purchase; also declining the free delivery and proceeding to pick up the furniture Subsequently, I offered to exchange the furniture now in their home for the configuration originally ordered, with no charge delivery and removal, and to reimburse them another $They did not respond directly to this offer, thereby indicating they prefer to keep the configuration they originally picked up, and have opted rather to file this complaint In summary, customer has a product they prefer, received it within the quoted tentative timeframe, received it in time for their special event, received $in credit and have been offered an additional $to be applied to their accountWe have gone above and beyond reasonable expectation, and would urge Mr [redacted] to accept the additional $offered in good faith

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 mannerAfter working with the retail location, Mr [redacted] was issued store credit in the amount he paid for the protection plan We invite Mr [redacted] to continue working with the retail location until the issue is resolvedRegards, Ashley Furniture Industries, IncCorporate Office AB

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.We have reviewed this situation with the mattresses with the Sealy Repand we will be exchanging both mattresses We also will be delivering the remaining nightstand on 1/19/15.Sincerely, Ashley Furniture Homestore – Corporate Office

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 full review of the customer’s purchase along with the signed terms and conditions, we will not be willing to offer the customer a refund or a reselection There are no manufacturing defects with the items in questions and we do not allow returns or refunds due to size, dimensions or furniture returned due to customer remorse This information can be found on the customer’s copy of the terms and conditions We have provided the section of the terms and conditions to which we are referencing Damaged/Defective Product: If, at the time of delivery, merchandise is delivered in Damaged/Defective condition, you have the right to refuse the Damaged/Defective merchandise or choose to have a service technician repair the furniture at no costIf the merchandise cannot be repaired, AFHS will either exchange the merchandise with a replacement at no additional delivery fee or refund your purchase price including the delivery fee by the refund method listed below If merchandise is delivered in Damaged/Defective condition and you notify us of this condition within three (3) business days after delivery or pi(the “Notification Date”), we will either repair or replace the merchandise or provide you with an equivalent replacement acceptable to you within forty-five (45) days of the Notification DateIf we are unable to replace or repair the merchandise or provide you with an equivalent replacement acceptable to you within this day period or within a mutually agreeable time period, we will offer you a refund of the purchase price paid by you or, where applicable, a reversal of the credit card or financing transaction The term Damaged/Defective as used herein shall mean furniture that does not meet or exceed the manufacturer’s specifications, including furniture that contains damaged surfaces or parts at the time of delivery to a customer“Damaged/Defective” does not include (i) markings on surfaces that are distressed as a part of their design characteristics, (ii) inconsistencies that are inherent in natural materials such as slate, marble, stone, leather and other products composed in whole or in part of natural materials, (iii) color, style or other aesthetic reasons and (iv) size, dimensions or furniture returned due to customer remorseFor warranty repairs/replacements see “Limited Warranties” below AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuseNo returns or refunds on Closeouts, Accessories, Sales, Mattresses, or FoundationsRefunds of purchases paid by cash or check will be paid by check after business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged Regards, Ashley Furniture Industries, Inc Corporate Office **

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 have them to replace the sofa and chair and they refusedBecause they try to fix it and it came back badI want them to replace for the money that I spendThank you

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] A [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 further review of [redacted] ’s complaint, we have found that we did send out one of our service technicians on 5/23/ Our service tech found the mattress sitting on top of the box spring that was sitting on the floor which is not proper support per Simmons warranty guide lines Simmons is the manufacture of the mattress while Ashley Furniture Industries, Incis the retailer We have to follow the warranty that Simmons provides for their mattressesThe warranty states under “What is excluded under this warranty?” *Mattresses not used with a proper foundationExamples of proper support include: Simmons foundation or a supportive, rigid non-yielding foundation Queen, Olympic Queen, and king size must have sufficient center supportThe appropriate Simmons adjustable foundation*Simmons product that is stained, soiled, or infested with vermin even if defectivePer the service tech’s report there was a ¾” depression in the mattress, however the sides were collapsed in and the mattress had multiple stains on itAlthough Ms [redacted] had the mattress cleaned, we are still unable to warrant the mattress and allow replacement or reselection Due to the stains that were on there the warranty is voidedWe apologize for any inconveniences this may have caused, however we have done all that we can for [redacted] Unfortunately there is nothing more Ashley Furniture Industries, Inccan do her mattress has no warranty on itRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on [redacted] s situation Our service tech was out on 10/27/and installed padding to the seat and the back of the chair There were no issues when installing the padding The power cord was not touched by the service technician when he was there We had previously asked Ms [redacted] to provide proof that the chair was professionally cleaned which she did, however when our service technician was out there he found that the chair still smelled of bodily fluids and everything on the underside was urine soaked This is now a health/safety concern for our staff We will not be exchanging the chair, and we cannot allow return/refund of the chair We will not be able to assist Ms [redacted] any further because of the condition the chair is in Regards, Ashley Furniture Industries, IncCorporate Office KC

Customer made a purchase of a tv stand on 4/5/2014 at the time of the sale the customer was made aware the order would take anywhere between 2 to 4 weeks to arrive and if he wished to cancel his sale he had to do so within 24 hours or there would be a 40% restock fee. The customer agreed to the... terms of the sale and signed the invoice for order and policy acceptance. After the customer signed the invoice, customer service then went over the policies for pick up. The customer was made aware all items do require assembly, it is the customer responsibility to look over all pieces for damage and the customer is responsible for bringing any items they need to secure the items for transit, that will not be provided by the company. Also on the policy for pick ups it states that we do not preview the items before pick up, there is a chance merchandise will come in damaged and we are unaware of that until time of pick up and if an item is damaged it may result in a second pick up. The customer signed these policies as well so the customer was aware of the chance he took picking up items, he was aware that some pieces could be damaged and he would have to make a second trip back to the warehouse to pick the item up. At the time of pick up there were a few damaged pieces, we offered to fix the pieces for the customer but he demanded they be brand new and he demanded that we deliver once the brand new tv stand came in. We reiterated the polices of pick up and made him aware he would have to come back to get the tv stand. We ordered the new tv stand for the customer and it came in on 4/30/2014. The customer was called and made aware the tv stand was in for pick up and that we have already opened and inspected the pieces and made sure everything was in good condition so a third trip would not have to be made, the customer then told us he was not picking up and that we are going to deliver it to him, we told him he would be picking the item up, he was already made aware at the time of sale that there would be a chance items would be damaged and there would have to be a second trip made for pick up. He did not like what we had to say, told us he would be getting delivery and hung up. The customer was made aware 4/5/2014 that the first time he sees the product is our first time as well, he was well aware that there was a chance the product could be damaged and he would have to make a second trip for pick up, this is not something we sprung on him at the time of his pick up, the customer signed our pick up policy and also received a copy himself. The "damaged" stand the customer originally declined was fixed and is in excellent condition, we did not have to order a new tv stand but we still did and as stated before we even took the extra step to open and inspect all items to make sure there were no damages and a third trip would not be needed.