Ashley Furniture Homestore

New Roman","serif Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ms [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 this complaint we have been working with HomeStore Customer Care and the store to piece together the whole situationWhile we regret and apologize that Ms [redacted] had a poor delivery experience, we feel we have made a good faith effort to make the situation right with the customerMs [redacted] was refunded her delivery fee and the price of her foot board for her inconvenienceNothing further will be offered.Regards,BAAshley Furniture Corporate Office / [redacted] Style Definitions */

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery and communication experience.Many of our customers choose to purchase delivery services When property damage is caused, we accept claims reported to us within hours These claims are subject to verification before coming to an agreement It is important to us that deliveries are performed in a professional manner and to our customer’s satisfaction.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 have contacted our customer and confirmed that the claim was reported within hours A representative from the delivery service will contact our customer to review the evidence provided and continue processing our customers claim in a timely manner Thank you for bringing this matter to our attention.Sincerely, [redacted]

Thank you for the update from Mr*** As previously stated, we requested photos of the damages to help assist with the date of occurrence The photos the customer sent to us, had shown stains that were clearly not recent in nature as well as an accumulation of stains In our previous response, we provided the photos as well as a copy of Mr***'s Protection Plan that clearly define the terms and conditions of the plan.We feel we made a good faith effort to resolve Mr***'s concerns by scheduling the courtesy technician As we previously advised, if unsuccessful, we would not be taking any further action as the original claim was rightfully denied for violating the terms and conditions of the plan The plan states each incident needs to be reported within days of occurring It also states an accumulation of stains is considered improper use or misuse.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

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 [redacted] ’s complaint, we have reached out to upper management Management has advised that the bar stools [redacted] had ordered are online exclusive items meaning they cannot be ordered in the storesStore personal cannot go online to place an order for a customer as they would need access to personal information including credit card informationOnline purchases would have to be made by the customer themselvesWe apologize for any inconveniences this has caused, however at this time if [redacted] is wanting the bar stools he would need to go online and place the order himselfRegards Ashley Furniture Industries, IncCorporate Office KC

This customer purchased at our Bear, De location Pulaski Highway Bear, De 19701, please update that address so it is not against a store they did not purchase at This customer made a purchase of a bedroom set on 12/15/2013,at the time of purchase that customer was made aware that orders take anywhere from to weeks to arrive and once in we will call and schedule delivery On January 7th the customer was called and scheduled in for delivery on January 9thOn the date of delivery, as the delivery team was setting up the customers bedroom set it was then noticed that the bed could not be complete without either a box spring or a Bunkie boardThe sales associate sold the customer a platform style bed and he was under the impression that since it was a platform style bed it did not need a box under the mattress, which is not correct the bed was not a true platform bedThe customer put a call into our customer service department immediately and filled the rep in of the situationThe rep then spoke to the owner and they came up with a solution, that they could order the customer a Bunkie board, which serves as the same purpose of a boxspring and instead of charging the customer full price for the board ($100) the owner sold it to the customer at our cost of $We did not charge the customer for the item right away we made an agreement that once the item came in we would then charge the customer for the board After we spoke to the customer, the same day the customer called into the Bear location( store the customer purchased from) and spoke to the manager, the manager apologized for any inconvenience and once off the phone with the customer the manager called into our customer service department to see if there was any way we could expedite the order and get it in quickerUnfortunately the item was backordered and was going to take about weeks to arrive Once the board arrived the customer was then charged for the piece and asked if she could come in and pick the item up, that way she would get the piece quicker, the customer refused to pick up the piece and demanded we deliver the item to her This was no issue on our end we were just trying to get the piece to the customer quicker Once in the area we delivered the board out to the customer, unfortunately the team grabbed the wrong board and delivered a queen size board instead of the fullThe customer then called into management and expressed her feelings of the situation and management once again placed a phone call into customer service to see what we were going to do to correct the mistakeWe informed both management and the customer that the wrong item was grabbed and we will get the correct piece to her the next dayThe very next day ( January 30th) the correct board was delivered to the customerThe customer has the bedroom set set up and it is useable and has been useable since the day she sent in this dispute As for no contact from the sales associate or management, the sales associate has been in contact with this customer since the first date of delivery, he called the customer and expressed how sorry he was and that it was a misunderstanding and his mistake, the sales associate took full responsibility for the missing piece, and as stated before the manager has been in contact with the customer on quite a few occasionsNo one has just left the customer out in the dark, the customer has received plenty of follow up calls from the sales associate customer service and management We understand a mistake was made and we understand the frustration of not being able to sleep on the bed that is in your home, but we have done everything we can to help the customer out, we did not charge the customer full price for the board, we took $off and charged the customer what our cost of the item is and we did another delivery to the customers home for free A full refund of the delivery fee can not be refunded, our delivery team went out to the customers home and assembled the bed, there was no issue with the bed itself, the delivery fee paid for our team to come to the home, deliver and assemble all furniture which was done, and as for the board, either a board or a boxspring were going to be needed for this bed regardless, since it was not ordered at the time of purchase and the customer was inconvenienced, the owner only charged the customer what we would pay for the item, he did not charge her full price as she would have been charged at time of purchase

In reference to customer [redacted] This complaint is against the wrong store location, this customer purchased from our Bear, De location, not Elkton Md Our sales representatives do not tell customers if items will fit in their home or not, the sales associates have not been to the customers home, so not only do they not know the obstacles the delivery team will come across taking the items to a room, but they also do not know the measurements of the customers homeIt is not our sales associates responsibility to do the measuring for the customer and to determine if it will fit in the home or not, that is up to the customer to do At the time of the purchase the customer was told if she wished to cancel her order she had to do so within 24hours of the sale or there would be a 40% restock fee, not only is this verbally stated to the customer but we have the policies listed on the back of our invoice where we have the customer read and sign stating they have read and agree to the terms of the sale At the time of delivery it was then decided that the product the customer ordered would indeed not fit where she would like it to go and the customer declined the order and sent it back to our warehouseWith the item being declined, and the customer not accepting the order, this is taken as a cancellation since she is not accepting the product she purchased, and with a cancellation there is a 40% restock fee which was gone over with the customer at time of purchase The customer can use the 60% towards another item that will fit in the room she desires, but she will lose 40% of the product she cancelled on 7/25/2014( date of delivery) due to the polices ( that were verbally stated and listed on the back of the invoice) of the sale Thank You, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ana P [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 Our retail location has made several attempts to reach MsP [redacted] to discuss her concerns We invite MsP [redacted] to contact the retail location to resolve her issue Regards, Ashley Furniture Industries, IncCorporate Office AB

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 full review of Ms [redacted] ’s situation, the retail location has issued a $refund and has the delivery scheduled for this upcoming Saturday 12/3/ We invite Ms [redacted] to continue to work with the retail location if needed Regards, Ashley Furniture Industries, IncCorporate Office AB

We apologize with the frustrating process of a manufacturer's defect It was a miss on their part and we are trying to manage the mistake the best we can As I understand it the Customer Service Manager has been working with you and will help resolve the issue.If the issue is not resolved to your satisfaction we can pick up the merchandise and refund you for one hundred percent of the purchase priceThank you

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 account, the retail store has agreed to offer the customer a one- time reselection or in-store credit for the comfort issue with the current mattress The customer has been contacted by the retail store with the specifics Sincerely, Ashley Furniture Industries, Inc Corporate Office **

The policies are clearly displayed on the customers invoiceAll policies are gone over with the customer at time of sale, the customer is informed the time frame that it will take the furniture to arrive to our location and the customer is made aware that if any changes are to be made to the order, they must be done so within hours of purchase, if it goes beyond the hours and a cancellation is made, then there will be a 40% re stock fee, this is told to the customer at time of purchase.The customer will see the cancellation policy on the back of their invoice and right under the cancellation policy, the last sentence and in capital and bold lettering, it states " ALL DELIVERED OR PICKED UP SALES ARE FINAL." Again, not only are our policies verbally gone over with the customer, but they are also on the back of their invoice, and we have the customer sign the back of our invoice, stating that they have read and understand the terms of the sale

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10***08, and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear Revdex.com,Please convey our apologies to our customer for the billing error.We 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 possibleWe have contacted our customer and refunded the accent chair which was billed in error.Thank you for bringing this to our attention.Sincerely, [redacted]

A refund check in the amount of $has already been issued and sent out to the customer, by this time he has probably already received his refund We issued the check, we can not control the mail and where it goes or how long it takes to get to someone, but we did indeed issue the refund

We apologize for the process.We use a third party delivery service to handle the merchandise Once the furniture is signed for by the guest it approves that the store and delivery service accomplished what was contracted Most issues after that go through a claim process If the order was wrong or refused the store or customer service would have been responsible for the issue, but because it was the correct item, but had a defect, all they could do is relay the message to the parts and service department and manufacturer.Since all they could do is pass your information along, they were probably giving you the best information they had at the time Manufacturer defect claims with any manufacturer take time, and since a missing cup holder is a rare issue, it must have taken longer to get the part and line up the right technician to do the installation Sorry for the confusion, I believe the store had already scheduled a return

Complaint: [redacted] I am rejecting this response because: the Synchony Financing has no record of receipt of the check mentiioned by Ashley Furniture Company Plus the check is going to be more money that is required to pay off the finance company This means it will take a long time before I get my money back in hand Regards, [redacted] ***

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 1/04/by [redacted] Mrs [redacted] did reach out to our 3rd party warranty company, and her claim was deniedThe claim was denied based on damages not being of a onetime occurrenceIt is clear from the photos that were taken by the 3rd party warranty company that this is excessive wear and tear caused by the guestThis not covered by the extended warrantyUnfortunately it is not covered under any warranty we haveAs a courtesy we did agree to issue Mrs [redacted] a 40% off her next purchase certificateWe are requesting that this claim be removed from our file, as it is not vailidOur 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 Mrs [redacted] ’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

Complaint: [redacted] I am rejecting this response because: Ashley Furniture tried to resolve the issue only after this complaintThey have taken back some items but not all as I had requestedThey said that they can't take back mattressI am still waiting to get the money back on my credit card for the furniture items they have already picked up Regards, [redacted]

Although the consumer selected a sofa that did not fit in her home, we are making every attempt to try and provide a solution for her We do not do refunds and it clearly states it on the ticket she signed We have made an exception and agreed to refund her for the piece that did not fit She refused We have offered to allow her to reselect altogether with no penalty and again she refused We are willing to provide her with either of these options should she decide to take them

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 mannerUpon full review of Ms*** situation, we do apologize for any inconveniences MsLe has experienced MsLe is scheduled to have her TV stand delivered tomorrow, Saturday 1/21/ We apologize for the delays in our product supply In regards to the rug, MsLe has been working with the retail location The rug was removed from Ms [redacted] sale on 1/17/ Should MsLe have any further issues that need to be addressed, we invite her to contact the retail location Regards, Ashley Furniture Industries, IncCorporate Office AB