Ashley Furniture Homestore

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 manner.After further review of Mr [redacted] ’ complaint, we have reached out to the retail locationManagement from the retail location has advised that they have given Mr [redacted] a month interest free contract and have credited the remaining balance to his Synchrony account.Regards,Ashley Furniture Industries, Inc.Corporate OfficeWH

Complaint: [redacted] I am rejecting this response because: I was promised my delivery fee would be waved, I have not received credit back to my credit cardThe furniture was delivered days late, and no fee has been refunded I also asked for a discount on the furniture and no one has contacted me about this Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: A apology will not fix the problem, I am paying $ for something that I do not have in my possessionIn store credit will not fix the problem.I will agree on the restocking fee but this is dishonest practices Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

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 [redacted] ’s complaint we have reached out to the store’s upper management Management from the store she purchase from has already spoken to her regarding her mattress They have advised that all sales are final for mattresses so there is no return on them The store management has also offered to Ms [redacted] to come in and pick out a softer mattress at a discounted price The complaint of the mattress being too firm is not a manufacturing defect of the item Ms [redacted] has only had the mattress for days and for a brand new mattress it can take up to days for a the break in period Ms [redacted] has been asking to return the mattress only days after having it Per Ashley Furniture Industries, Incterms and conditions “All sales are final on mattresses and box springs”At this time we invite Ms [redacted] to contact the store she purchased from as they did offer to her to pick out a different mattressRegards, Ashley Furniture Industries, IncCorporate Office KC

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]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise and communication experience.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 effortsWe value our customer’s feedback and will thoroughly examine the described events.We have spoken with our customer and agreed to replace the desk with a new oneAs a gesture of goodwill we have also agreed to provide delivery services to our customer's new local address at no additional cost We will continue to work with our customer to ensure his satisfaction, which is important to usThank you for bringing this matter to our attention Sincerely, [redacted]

We understand Surface scratches and wear and tear are not covered It's an accidental warranty so those issues would suggest the damage was done over time It would cover most household accidents The warranty company stated they would provide service for your surface scratches, but you have declined.So the fact that it wasn't initially registered or the belief it should cover all damages hasn't kept you from getting service The remaining time left on the warranty would provide a $refund Please let us know how you want that processed If you would rather have the service please let us know and we can have the service company notified.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 complaintFor your reference, details of the offer I reviewed appear below.When I purchased this mattress from Ashley Furniture in 2012, I paid right around $2,for the bed alone( my receipt is attached) I was told by the salesman that my mattress set had a great year manufacturer warranty by Sealy as long as I purchased the mattress protector, which I didI was never provided any warranty information regarding what to do in the event I needed to utilize this warrantyI have used the mattress protector for the life of the mattressAfter communicating with Ashley Furniture regarding the warranty of my mattress, they informed me I needed to go through the mattress protector company (GBS)After going through all necessary steps that GBS required, I was informed that my mattress protector was defective and my mattress would have been warrantied ONLY if I had reported the damage within days The fact is when I reported the damage to Ashley Furniture on 6/24/and was informed of this day requirement on 7/13/ Had Ashley furniture properly assisted me with this process, I would have it reported within the required days and my warranty would be valid Due to the fact that Ashley Furniture took so long to help me , my warranty is void? That doesn't make much sense If I'd of had the proper channel and been told I needed to contact within days, I'd of done soAs you can clearly see I put in a diligent effort to resolve this matterRegards, [redacted] ***

We apologize for the delay, the credit was processed to the finance company You should see the credit on this or the next statement from them.Thank you

Complaint: [redacted] I am rejecting this response because: I believe the damages were NOT made during the transport of the product, why because how can it be damaged that bad for the duration of hours of transportThe bed set was purchased and ordered on February 11th and received the call on February 20th that products are ready for pick up at the warehouseProducts were not picked up until February 26th so during that time who knows how the product was handled and how many times they were movedI, myself also think I am not responsible for this, either the retail store is or when it was transported from the warehouse it was ordered from Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Company's response below:Ms [redacted] we apologize for the confusion, because the purchase was made over a year ago we would need pictures to know how to appropriately process the claim We don’t have a technician on staff and use third parties to manage issues for us We attempt to determine if the issue is customer damage or a manufacturer’s defect so the correct company attempts to resolve the issue for you We understand through our customer service department that you were going to have your [redacted] take pictures for you and when he completes this please forward to [redacted] or if pictures are printed they can be dropped off at one of our showrooms and they will mail them to the corporate office for you Thank you

Tell us why here..June 9, Revdex.com of New JerseyWhitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-Re: Revdex.com Case # [redacted] Consumer: [redacted] *** To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 6/09/by [redacted] [redacted] did purchase furniture along with a 5year extended warranty from our store In November of [redacted] sofa andloveseat are peeling and unfortunately this is not covered under the yearextended warranty The manufacturer’swarranty was for one year and expired in December of I have spoken to [redacted] and he is going toforward me some photographs of the set and we will do our best to assist himwith a possible repair of the pieces Accordingto [redacted] he set was purchased for $however according to the actual receiptthe sofa and loveseat was sold for plus tax and warrantyOurcompany strives to serve all our customers with the best star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of saleWe value [redacted] ***’s business; the customer will beassisted to the best of our abilityIfwe can be of any further assistance, please do not hesitate to call Kindest Regards,Corporate Care Manager

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 review of the customers claim, the customer was advised that one of the pieces would not be delivered with the first delivery due to it was on back orderThe manager from the retail store has spoken to the warehouse, and made sure the customer’s love seat is available for deliveryThe customer is scheduled for delivery on 5/25/Customer’s daughter has spoken to the store, and agreed to wait for the furniture, and agreed to get a $discount off the itemThe customer has also received several other discounts towards her purchaseAt this time, we feel we have made a good faith effort to resolve the customer’s situation We invite the customer to visit the retail location for any questions regarding the refundRegards, Ashley Furniture Industries, IncCorporate Office SK

I believe this complaint was written by *** and not by [redacted] .As I understand it [redacted] came back to the store and decided to take a split delivery She also decided that the rug originally picked out wasn't what she wanted and chose something else that will be delivered with the backordered piece So there seems to be a silver lining to the delay that allowed [redacted] to make a change that she thought would better fit her room

We were able to reach our customer and agreed to a 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 appear below The door met specifications for deliveryTwo separate delivery services subsequently moved couches through that door without incident (in addition to a third that moved our old couch in when we moved to this apartment)The delivery was possible, but the delivery service chose not to make itThe reasoning for this expressed by the business is specious, as the implication of "It's $I don't want to do it," as stated by one of the deliverymen, is clear, and has nothing to do with concern for merchandise or property.If the door meets specifications for delivery, failure to deliver is the fault of the delivery serviceThe business needs to refund money collected for a service it subsequently chose not to render 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 this was a real simple and straight forward case of cancellation of goods/services, the business should have issued a full refund and cancelled the future charge authorisations without even have to remind itObviously, the business did not do that, did not heed to the customer reach outs and only after Revdex.com complaint and almost two months later it issued a refund that will (hopefully!) be reflected in next billing cycleHighly deplorable and unfair business practiceBy the way where is the apology for wasting my time and energy? Many thanks to Revdex.com for your sincere attempts in making the business talk Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This furniture was sold as leatherIt's a blend that's why this garbage has been peeling Regards, [redacted]

Revdex.com:I do not agreee, ASHLEYS FURNITURE management advised me that I would receive reimbursement aside from the returned items that should've been credited automaticallyI am still being charged for the bed that was picked up and delivered wrongfullyThat amount needs to be creditedI have not seen credit in both credit accounts, only in oneCredit should be applied to both accountsI disagree on their decision to not reimburse for damage done to my mattress and box springThe damage was caused due to inappropriate set up of the bed by Ashleys furniture therefore they are responsible for the damage 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]

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 situation, the store has arranged to pick up the already delivered items and will issue a refund to the customer once the items are inspected and received back in the warehouse The piis scheduled for tomorrow 11/18/ Sincerely, Ashley Furniture Industries Corporate Office **