Ashley Furniture Homestore

Thank you for the information and the opportunity to respond. Mrs. Adams has had multiple conversations with the Savannah, Ga. HomeStore and the Customer Care Center regarding her purchase and FCP plan. The FCP plan was priced correctly at the time of purchase and she was not... overcharged. We cannot speak on behalf of [redacted] Protection since they are another company altogether but the information we have is FCP has attempted to replace a couple of items that are having issues however, Mrs. Adams is not allowing the exchange to take place. Mrs. Adams wants an entirely new bedroom group and this is not how the protection plan is set up. We have considered this issue closed for sometime now and do not have anything else to add.

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.]I went to the local store giving them multiple opportunities to resolve prior to my family coming into town so I had furniture as plannedDue to the delay in my refund and the delay of delivery, I had family come and had no furniture for them to sit onThe refund doesn't resolve my complaint as I am still without furnitureI would like at least half off my sofa purchase and would appreciate getting the original sofa I chose with them assisting in making sure I can have it delivered through the balcony as promised 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 While it's nice to receive a "no because..." rather than a flat out "no," considering I've been unable to find my warranty, the primary nature of the complaint was listed under customer service, not the warranty itselfI spoke of the warranty and the state of the product to shed light on my agitationI've never had to be this aggressive with a company who a product or service to myself or my familyTherefore, I couldn't in good conscience accept the response as it wasHowever, to be positive, I will say that the third representative who handled my call after the visit with the technician - a man who works at the local store in Waterford Lakes, whose name escapes me - handled my call expertly, and my reaction was at its worst with this individualOf all the people I spoke to, he was the main person who was apparently capable of providing answers and even offered a solution, small though it wasHe was also honest with me, which was appreciatedHe also did not hang up on me.I will no longer request repair, but I acknowledge that it's for the best (for both parties) that my family, friends, and myself no longer seek products or services from Ashley Furniture HomeStoresNo further assistance is required, as I just wanted to clarifyThank you Regards, [redacted]

Tell us why here[redacted] came into my store and entered into a purchase agreement that clearly stated on the front side that all sales are final and no cancelation or returns allowed !! It is printed on the purchase order, highlighted and signed by [redacted] ! On this invoice there was pieces of furniture listed and paid for , a right arm facing sofa a left arm facing sofa and a ottoman - on this particular sofa you can add and subtract pieces to change configuration -The salesman get her the ticket and [redacted] fine and paid for those three pieces once the furniture arrived we set up delivery I want to do every people arrived home this was not what he wanted he actually wanted more pieces of furniture yet only paid for three [redacted] refused to except the pieces that he ordered so the drivers reloaded the items and brought them back to the store [redacted] actually beat them to the store interstore like a bull in a China shop demand that we give them a and always not to know more money very assertive and overbearing I told [redacted] I needed to talk to the salesman figure out what happened and I would get back with them once I look at the situation I kind of doubt that even though [redacted] *** should've realized it only paid for three pieces and wanted for the salesman had a responsibility to make sure that he was accurately describing the items to the customers so I agreed to give [redacted] an armless loveseat to complete a set [redacted] was still planning an overbearing threatening to change the rules in which there was no basis song delivered to try to appease him I told [redacted] that I would look look and see if I had an arm is loveseat in somebody else's order that I could borrow it from to get this to them ASAP and the Fact is I had a order for a different person that had two of the three pieces for their order and I did not feel right taking a item from someone that was waiting to give it to someone who did not order it so I called that customer and asked them if they would be ok with the one on the floor as their order was not in yet and the one on floor had only been on display about weeks! They were excited to have it before Easter and accepted my offer So I took their still wrapped armless love seat and moved it to a satisfaction ticket for [redacted] at no charge Called to set up delivery and again was met with unrealistic timelines but we accepted in a effort to make him happy ! We unwrapped all pieces in the truck and installed legs then delivered to me smith I have pictures of wrapping and serial numbers and each piece has serial numbers - we delivered to [redacted] and he accepted and signed our form that says he received all items in good shape and was accepting them -- we also removed the floor model and shipped it to that person - later that day me smith came in and saw the floor model was gone and went ballistic and was banned from the store as a result ! He then started saying the love seat did not match when just hours previously he had signed and accepted it ! [redacted] had then called in and talked with management and made demands that were unrealistic and accusations that were - I have listened to every call and came to the same conclusion as management ! A time later [redacted] came in and I engaged in a conversation with her , even though she was protective of her husbands views I understand that even though they listening to the recorded calls I knew she was wrong , I still went to her home and looked at the furniture , now it was they got a used ottoman and love seat - I took pictures again of serial numbers of items in their home so I had exclusive proof! But in a effort to please them I agreed to replace both pieces !!!! The love seat had nothing at all wrong with it in my opinion -- the ottoman had a few scratches on the legs from draging it across the truck floor instead of lifting it - both pieces are on here and to be delivered this week

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the failures in communication and merchandise delay.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 spoken with our customer and agreed to provide an additional discountAll refunds may take up to business days to be completed Delivery of the furniture is currently scheduled to take place on 1/14/after 5PM Thank you for bringing this matter to our attention.Sincerely, [redacted]

Consumer received a refund back to her VISA card on the 22nd of June

Dear Revdex.com,We have made contact with our customer and advised that we are re submitting the refund and should take an addition business days to reflect on the financing account.If you have any questions, please let us know.Thank you, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Andrea [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 thorough review of Ms [redacted] situation, our warehouse management team has advised that the delivery team has successful assembled Ms [redacted] bed We invite Ms [redacted] to contact our Customer Care Team, [redacted] should she have any further issues that need to be addressedRegards, Ashley Furniture Industries, IncCorporate Office AB

Thank you for the update on Ms [redacted] ***’s concerns The item Ms [redacted] purchased did not arrive into the local warehouse in time to fulfill the delivery on December 4th as originally promised We contacted Ms [redacted] on December 3rd, prior to the delivery to advise of the issue We apologize if detailed information was not provided during that call Per Our Sales Terms and Conditions that Ms [redacted] acknowledged at the time of the purchase, it does state that the customer will be notified if there are any delays in our Supply Chain to choose a new delivery date We have attached a copy of the Sales Terms and ConditionsAgain, we do apologize for the delay however, we did adhere to our Sales Terms and Conditions and notified her prior to the deliveryRegards, 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 manner Upon review of this account we have attempted to rectify this matterWe have shipped out two sets of legs for the armless chair, and have expendited them to the customerWe have also sent out over $in gift cards to this customerOur Director of Customer Service has also been in contact with this customer to rectify the situation Regards, Ashley Furniture Industries Inc Corporate Office CS

To whom it might concern,My name is Sean, an officer of Helena Ashley Furniture Home Store I wasinvolved and aware of Mr [redacted] 's complaint I attach our paper workwith this email for your review.According to paper work, we delivered the mattress set that Mr [redacted] ordered on 6/10/ He called us on 6/11/and talked to customerservice about his problem Customer service asked him to come in ourshowroom to make sure everyone was on the same page On 6/17/Mr[redacted] came in our showroom I was actually the one who greeted him sinceScott was with another customer I pulled his invoice and walked him outto the floor At that time, I showed him the three Sealy hybrid mattressesthat were demonstrated to him and he tested before his purchaseI askedhim if he remembered which mattress on the floor that he purchased He wasvery much confused going back and forth with mattresses I then pointedout to him our only Cobalt Firm mattress that Sealy makes I pointed outto him that Sealy only makes Cobalt Firm They don't make a Cobalt "Plush"at all for him to choose in the first place If he would have chooseanything else, they would be different in names and price pointsBy then,Mr [redacted] realized that facts, he was willing to sleep on it for a fewdays That was the last time we heard from him, until this complaintletter.The way I see it, the customer was insistent that we delivered somethingdifferent from what he ordered, but in fact, we delivered exactly what thecustomer ordered and is backed up with full documentation attached Ourordering process went through items confirmation with customer and signed Thank you for your time on this matter Sean N***| CFO Helena Ashley Furniture HomeStore P: (406) 996-

Initial Business Response / [redacted] (1000, 5, 2016/12/30) */ When it comes to the firmness of a mattress, it is an individual preferenceThat is why labels are used for guidance not a definitionWhat is firm to one person could feel soft to another, and for that reason we display many floor models for a customer to lay down on and make an informed decision Once the customer has their Tempurpedic mattress they allow a day comfort exchangeThis customer is now coming to us after over days of use to advise this mattress does not work for him Our problem is the number of days past the day comfort exchange Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I told the sales manager, [redacted] I have not slept in the bed for even half of the days since we purchased the setI work 3rd shift six and seven days a week and sleep on a firm bed in the basement most daysIt was only when I had the opportunity to sleep on the Tempurpedic bed for two weeks in December while on vacation that I realized how uncomfortable it wasI contacted the manufacturer to express my concern with the mattress and they informed me it was NOT a "firm" mattress but rather a "medium soft" mattressI told them that a local retailer had it labeled as "firm" and they told me it was definitely not "firm" and that I would have to purchase a mattress in the Tempur-Contour series if I wanted a firm mattressWhen I purchased what I thought was a firm mattress from Ashley Furniture I had no intention of taking it back because firm mattresses are what I've slept on for decadesAshley's unwillingness to do anything to help me is what I have a problem withIt seems that since they have my money [redacted] they are no longer interested in helping me resolve this concernAs a matter of fact, [redacted] told me he had spoken to the owner of Ashley concerning this matter and that the owner told him there was nothing they would do on my behalfWhen I asked to speak with the owner [redacted] said I could notWhen I asked [redacted] to have the owner call me [redacted] said he would not call meWhen I asked for the owner's name [redacted] would not tell meThis is why I contacted the Revdex.com Final Business Response / [redacted] (4000, 13, 2017/01/26) */ The customer has come into our store on Lima Rd and is working with our Bedding Specialist to resolve his issuesHe is going to try some suggestions our Bedding Specialist gave regarding proper use of the motion base purchasedHe will contact Specialist in a couple weeks after he has given it a try Final Consumer Response / [redacted] (2000, 15, 2017/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am extremely pleased with the way in which my concern was resolvedI was treated fairly and with respect throughout this process [redacted] was very cordial and professionalI am especially thankful to [redacted] who demonstrated genuine concern and understanding from the first time we spoke with each otherHe assured me from the start that this would be resolved to my satisfaction and it wasAshley Furniture and the Klopfenstein family have gained a customer for life

Purchased 10/18/19 PWR RECL LOVESEAT W/ADJ HDRST AND POWER RECLINER W/ADJ HEADREST. To be delivered on the 28th. Wife with me following went into store that day to look at loveseat for Den. I saw my recliner calling out to me. Both sides of loveseat has power recliners, Wall hugger which means it can be close to wall even to recline. Has center console w cupholders. My recliner goes in living room. It is actually by doctors orders I needed one...legs. Had a good time at store looking. Sales person (wish I could leave name) very patient and new merchandise. Wife and me will, in near future go back in for mattress; which is needed badly. Very satisfied with 'Ashley's of Pharr, TX 'and 'sales'.

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 her to discuss the issue she is having We scheduled a technician with her for 4/9/as she is still under her year manufacturing warranty We also advised her why her Protection Plan claim was denied as since she is still within that first year her manufacturing warranty would cover any issues with the frameWe also received notification that a refund of her protection plan has been issued Refund amount of $was sent out on 4/1/Regards, Ashley 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, Janet [redacted]

Thank you for the update on [redacted] ***’s complaint We have already placed the order for the parts and those were shipped out and received per the UPS tracking information provided previously Ashley Furniture Industries, Incdoes not offer an extended warranty on their products Her manufacture warranty will expire on October 17th, There is no way to renew this warranty or extend it beyond that date If for some reason Ms [redacted] does have problems again we ask that she contact our Customer Service department at ###-###-#### so that we can assist her with getting the situation resolvedRegards, Ashley Furniture Industries, IncCorporate Office KC

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and have determined that this does not resolve my complaint [redacted] ** [redacted] Regards, [redacted] first of all how would you expect someone to have brand new furniture repaired second of all the young girls I spoke with Saturday when I wanted to speak to manager were unprofessional third the lady I spoke to in nc who put the young girl on three way caught her lieing to me and the lady in nc said we would pay nothing and last but not least my child is slepp ing in floor now until sept until they come get this junk furniture not how I do business

Hello Revdex.com Good evening! Hope all is well, spoke with guest this evening and give her update on the components ship out by UPS, tracking number [redacted] , was provided to guest and advised that should receive the week of 12-30- Thanks as always to bring to our attention

Good Afternoon,Good Afternoon,Thank you for forwarding [redacted] concerns over to us.We can neither confirm nor deny what was stated during the purchasing processHowever, our Terms and Conditions are the same for all merchandise purchased through Ashley HomeStore and we must abide by themWe show that the mattress set was delivered on 7/We also show that [redacted] called on 7/6/and requested that the Swivel Recliner be delivered on 12/1/instead of 7/14/If [redacted] wants to receive the recliner sooner, we can have that arranged.We apologize that [redacted] feels as if retaliation is involved in this matterWe are adhering to our policies and procedures that pertain to this situationThank you,Ashley HomeStore

Complaint: [redacted] I am rejecting this response because: I want to see if the new box spring will solve the problem Regards, [redacted]