Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding Beatrice ***’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 After reviewing Mrs
***’s situation, we reached out to our retail location and warehouse managementOur retail location has included a 46% discount on Mrs***’s purchase, which was 22% more than the promotion that was taking place at the time Our warehouse has been in contact with Mrs*** and the delivery has been rescheduled to 12/01/This is a *VIP delivery, which means the product will be inspected by a warehouse supervisor before it is loaded on the delivery truck We sincerely apologize for the situation Mrs*** has had to endureWe hope that the solutions provided are satisfactory in resolving these concerns Please feel free to reach out to our Customer Care Department with any further questions or concerns at ###-###-#### Regards, Ashley Furniture Industries, IncCorporate Office **

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We apologize for the issues the ***s have had with their bed We'd like to get more information on which pieces are broken Is it the rails and/or footboard? We may be able to just ship the correct parts Or there may be the possibility to do an exchange at the Ashley
Homestore in Frisco.The Furniture Protection Plan (FPP) is an accident policy that covers rips, stains, burns, peeling, etc Cracked rails would be covered, but since it is within a year, it is still under the manufacturers warranty We definitely do stand behind our products and will repair or replace items that fall under warranty But under either warranty, transportation is not included It is rare to find any warranty where transportation is included Please let us know which parts are affected If we could receive photos, that would be even better If they can't include photos here, they can be sent to ***@mathisbrothers.com Thank you!

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery and service experience.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 condition.We have spoken with our customer and will continue our communication until an agreement is completed. At this time we have offered to provide an additional discount should our customer wish to keep the furniture in its current state, or we are willing to restore the furniture to showroom qualityWe are also willing to discuss other options if our customer would prefer a different solution. We want our customer to feel satisfiedThank you for bringing this matter to our attention.Sincerely, *** ***
*** ** *** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 manner After reviewing Ms
***’s situation, we would like to request that Ms***’s send in photos of the issues via text at ###-###-#### or email at [email protected] we review these photos we will have a clearer idea of what we can assist with within our warranty guidelines Please feel free to reach out to our Customer Care Department at ###-###-#### with any further questions or concerns Regards, Ashley Furniture Industries, IncCorporate Office AW

To whom it may concern;
Mr*** was refunded the amount of $on June 19th, on our credit card machineThere was an error in the amount that should of been refundedOnce the new amount was charged back, it hit the bank before the refund didMr*** refund was fully deposited
into their bank on June 25th, Mrs*** was sent an email from the Office Manager to let her know it would be deposited in her account that day. I apologize for the error! Please let me us know if there is anything we can do! Again, I apologize!Thank you

Complaint: ***
I am rejecting this response because: The fact that this furniture was sold as leather when it was not 100% leather has not been addressed Warranty does matter when it comes to lying about a product.
Regards,
*** ***

Dear Revdex.com,
Please convey our apologies for the experience the customer has had
I tried to reach the customer today, however had to leave a message I am curious to see what store the customer purchased at since the address shows Alaska I have tried to locate account information in our
system but was unsuccessful
I will continue to try and reach the customer to resolve this issue
Thank you for bringing this to our attention
Sincerely,
Cheryl M***

Sorry for the inconveniences that you went through We could have sent the technician out to service the pieces We don't have any control if you manage it yourself If you selected financing at zero percent that wouldn't have started until you took possession and signed a delivery
slip Compensation may be an option if the pieces were unable to be corrected, but we are unsure what you would be expecting for pillow fill and touch upPlease update the Revdex.com so we can review. Thank you

We apologize for the delays with the furniture We have little to no control over the manufacturing or shipping process from any of the manufacturers we deal with We received confirmation from the delivery service that they completed the delivery in ***.Thank you

We spoke with our customer this morningWe have started working together on a resolution

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 mannerUpon further review of Mrs
***’s situation, we have found that her retail location as authorized for credit to be given for the mattress. This credit can be used in the store on any type of item. The credit is good for days. On 11/02/our customer service department had reached out and spoke to Mr*** to inform him of the creditMr*** advised they would be in this past weekend to use the credit Regards, Ashley Furniture Industries, IncCorporate Office KC

Initial Business Response /* (1000, 5, 2016/03/17) */
The Guardsman protection is something we strongly adviseWe don't force anyone to buy the protectionI will refund the protection amount to his financing account
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
The company has
notified me and is meeting my needsThank you so much *** ***

I purchased three beds with mattresses towards the end of October of 2014, with a promised two weeks deliveryThe delivery date was changed times; customer service at Ashley Furniture stated that they were waiting on two of the beds that the factory has not deliveryAfter several calls and intervention from customer service at the store, we were given a delivery date of 12/20/On 12/15/2014, we received a PARTIAL delivery with no explanation on the missing bedsI called customer service and the lady on the phone said there was no record of a commitment to deliver on 12/and was actually scheduled for 12/23/I asked to speak to a manager and was transferred to *** *** who stated that my actual delivery date was 12/26/2014!
It is worth to note that no one at Ashley has ever called me to inform about the delays, new delivery dates or explanation of what is causing the delivery problem

I purchased table lamps in Sept2016, through WayfairThe first time my wife cleaned the lamps with a damp dust cloth, the turquoise color came off the glass !!! I called Wayfair, who referred me to the manufactureThe lamp is under the brand Catalina Lighting, made by Evolution Lighting in Miami, FlThe only departments that you can speak to a live human being in, are Sales, of course, and warehouseFinally I was able to get a direct line to someone named *** in customer servI've called every day this week beginning Feb20, left messages and so far no replyMaybe he's on vacation, and they forgot to appoint someone to fill in while he's away? Or maybe they don't know he's away?? Or maybe he doesn't know he's away??? Anyway, I don't think I'll be buying anymore products made by Evolution Lighting LLC in the future!!! Still Calling, XXX-XXX-XXXX X *** Hello ***, Are you there ???

Hi Revdex.comGood afternoon, Hope all is well, this response is regarding the resolution given on this complaint, after reviewing the situation ,guest reporting is from wear & tear not covered under manufactured warrantyLeather has a one year manufacture warranty , Guest was not happy with previous resolution offered . As a courtesy guest was given a reselection of the entire amount paid for the two piece living room set of $1831.26, guest was also advise that there will no longer be an extended warranty on the living-room setThis information was given to guest last night and accepted resolution.Thanks as always to bring to my attention

We have been in contact with this customer, she is stating there is absolutely no serial number on either of her pieces, so we have reported that back to the manufacture that a serial number can not be located, where do we go from there, not only have we reported back to the manufacture, but we have reached out to our actual store representatives and have questioned if there have been any reported issues with the product the customer has in her home.
Since the customer is outside of the year warranty, as we have stated before, this claim goes higher than us here on a store level and we have reached out to who we have to reach out to and we are waiting for repliesWe spoke to this customer yesterday (Thursday 8/25/2016) and we made her aware that,since she can not locate a serial number( which is very highly unlikely that an item is shipped without a serial number) but since she can not locate the serial number, we have not only reached out to the manufacture, but we have also reached out to our reps for our store locations to see if they can help assist a little faster, customer then informed us we have until the end of the month to help her or she will take other actionsAs soon as we hear back from the manufacture and or, our representative for our store location, we then will reach out to the customer and provide to her the information we were given

The customer has accepted the stores offer to get a discount to keep as-is. Thanks,***

Initial Business Response /* (1000, 5, 2016/04/25) */
This customer used a finance company called progressive which is a lease to own programWith progressive origanal payments are based off if you take a year to pay off the merchandise, which would take remaining balance after down payment and
add a *** multiplier to itThis program has a day same as cash option which customer would contact progressive to switch payments to this, but than they would take remaining balance of sale and divid by the months which would rise payments
Initial Consumer Rebuttal /* (3000, 7, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had a good discussion with progressive, the problem is not on their endIt's on Ashley Furniture endThey found a way to legally bully us into a contract that wasn't even signed by us, it was signed by a 3rd partyProgressive has agreed that the signature is not ours and have made the decision to release us of financial accoutabilityWe are requesting our down payment and additional payments in the amount of *** dollars be returned
Final Business Response /* (4000, 10, 2016/05/02) */
*** purchased a bed where he put money down and financed the balance through a lease to own 3rd party companyHe was made aware of the mattress and base he was purchasing and how we do not have returns or cancellationsHe personally signed the finance application, the sales order and initialed the policy pageWe delivered his bed on 3/4/*** has different options on how much to pay each month depending on when he wants to pay off his account and how much interest he wants to payThis all is between *** and his finance companyCalled *** today to talk through and a lady said he wasn't available