Ashley Furniture Homestore

We have been in contact with the consumer and advised them the correct pieces are on order but are on backorder until mid September We will delivery as soon as they come in

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,
*** ***

[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 on the premise that the items being replaced are brand new
Regards,
*** ***

If there is a need for additional service please let us know We see the service as complete and don't see a refund as a way to correct the situation.Thank you

Good Afternoon I have spoken to the guest we have ordered her parts for the sectional, once she receives them she will contact me directly and we will send out a craftsman's at that timeI will keep you updated on the status of this claim.Regards, Michele

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11869121, 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.] Thy have been telling me the same thing, but I Called the credit card Company , and they stated that they have not received any paper work stating a refund, they have told me to call the Furniture place and ask them, I have called every month since September , and all they say is to wait 1-billing cycles and it should be resolved, and up until now nothing has happen, I Continue to make minimum payments on this account, because I do not want this to be a negative Issue on my credit History, Please end this headache with this company.
Regards,
Sandra M***

After review of Ms***’s claim, we are standing by our original offer, that we will discount the purchase of the new sofa by percentMs*** would be responsible for the third-party delivery costAshley Furniture feels that this is more than fairFor safety reasons, we don’t have our drive teams put furniture over balconiesThis could cause damage to customer’s home, or to the piece of furniture itself Regards, Ashley Furniture Industries, IncCorporate Office SK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want to inform you that Ashley Furniture requested pictures of my sofa, which I submitted 4/17/I have not received a response at his time
Regards,
*** ***

We apologize for any inconvenience Unfortunately your finance company, Acceptance Now, is a separate company than Ashley Furniture We cannot review the details of you account.Please call Acceptance Now's customer service number of 1*** They do have Regional Management if
you are not getting assistance from the local representative. Thank you

Complaint: ***
I am rejecting this response because: Ashley works hand in hand with *** and I don't accept we have a balance when we have not one iota of furniture and there has been a refund They communicate on behalf of customer when they are trying to obtain financing to sell their furniture but then cannot communicate on behalf of the customer when a refund is given? That is contradictory They have our permission to communicate with *** on our behalf and clear this up
Regards,
*** ***-*** [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]

I am sorry for the confusion. I pulled the invoice from 12/you signed from our accounting department, same copy you went home with. Tentative delivery for 12/27. I see that it was revised on 12/with the change of the mattress and box spring size. $for Queen
Mattress Set (which you said was supposed to have been written as a full) Price looks correct for a Full, just wrong sku number.$for Queen Headboard/Footboard, Rails, Dresser, Mirror and NightStand$for Queen Mattress Set$for Delivery and Set Up.$for Comforter Set$for Pair of Lamps$for Protection PlanIf you were expecting another nightstand and a chest I apologize that it was left off. You were not charged more than you should have been, so we could sell you the matching chest and nightstand at the same promotion or the current one (whichever works in your favor for those items) and deliver it free of charge for the mistake.Please let us know.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I appreciate the response from the company, this does not resolve my complaint. I have called the number provided numerous times and just receive a VM. I was contacted by a 'John' from customer support on Friday, Feb 23, 2018. After min on the phone he said he sees a refund was issued to my credit card in December I ran through my statements with John and no refund was ever issued, which he said was a problem from his end. Until I receive an actual refund I do not want to accept this resolution because since December, I was told I would get a refund and have not. This after repeated phone calls by myself. This matter is a never ending " call this number" with no results
Regards,
*** ***

Customer service is horrible They sell you broken furniture and won't honor repairs or replacements

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Ashley responded stating exactly what I put in the initial complaintThey spoke of the mattress being on the ground, but did not take into consideration that they said this was OK originally due to us just having moved Not to mention, you could see the frame next to the bed with moving boxes still unpacked Next they spoke of "stains" mentioned in the original complaint, but did not mention how small and minorStains in question most likely occurred due to moving of the mattress or brief time periods between washing the protectorNowhere did Ashley address the fact that they told us the warranty was good, as long as we had the mattress professionally cleaned for their pick up quoting them: " for sanitary purposes, due to the mattress having to travel in a truck with other people's furniture, The mattress must be professionally cleaned to for fill the warranty"Ashley refused to send me anything in writing during all of the repeated conversations that we had, stating they documented all interactions with my husband and myself and that there would not be a problemI specifically mentioned to the girl that I would prefer to have the decision to have the mattress professionally cleaned in writing, due to the expense I would incur, I even mention to the girl that I was worried I would spend the money to have the professional cleaning and have them come up with another reason to void the warrantyThe girl assured me this would not be a problem As of today Ashley has not even offered to reimburse me for the cleaning costs, they stated I needed to perform in order to fulfill the warranty The mattress has had the protector on it every single day since purchase and did not require a professional deep cleaningBeing a younger couple my husband and I have already spent thousands at the storeWe have a lifetime of future furniture needs and will never consider this store again.
Regards,
*** ***

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding *** *** 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 apologize for the poor handling of the home damage claim Ms*** filedWe would also like to offer $in gift cards to our corporate retail locations for this inconvenience. Please feel free to contact our Customer Care Department at ###-###-#### to accept these gift cards and/or with any additional questions. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ms***’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
Ms*** purchased
her queen bed set from the Ashley Homestore on 7/25/13. The items she purchased came with a one year manufacturing warranty that was effective through 7/25/14. The customer called the warranty department on 8/26/to report that the bed had brokenThe customer was outside of the one year warranty at this point, however Ashley Furniture sent a technician to inspect the breakage as a courtesy. Upon full review of the bed, the technician had determined that the bed broke due to consumer usage and not from a manufacturing defect.
The “extended warranty” the customer is referring to is a protection plan through a third party vendor name Guardsman. The policy is for accidental damages caused by a specific single incident to which is reported to Guardsman within days of happening. This is not a policy that is backed or supported by Ashley Furniture
We feel we have made a good faith effort to assist the customerDue to the damages being caused by consumer usage, Ashley Furniture Industries is unable to assist.
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Hello,I just wanted to update you that I have been contact directly from the store in which I brought the mattress from (Representative Name: "***"), asking me to come in to select another mattress, per the Manager's ("***") request. I advised them that I have submitted a compliant with Revdex.com and they stated that was the reason why they were calling. As stated in my complaint, I do not wish to choose another mattress since this will be my 3rd attempt. At this point, I'd like my money back. Could you please communicate this to the corporate office?Thanks,***

Date: 6/1/
Revdex.com
Complaint Department
Complaint ID: ***
At *** Furniture, one of our primary goals is to provide customers with the highest quality of serviceWe do regret to hear of your dissatisfactions
Upon review of the customers claim I have
reached out to the actual store the customer purchased fromThey have informed me that they have offered the customer a $refund to purchase new rails for the bed elsewhereWe do apologize that *** Furniture does not carry what the customer is looking for but the store was able to find a store that does carry those rails for $The store has even offered to send out one of their employees to assemble the bed once the customer has purchased the new railsThe customer has agreed to all of this and is happy with the outcome
Please feel free to contact me with any questions or concerns
(Reference Stoneledge SR#413015)
Thank you for giving us an opportunity to response to this situation
Regards,
*** Furniture Industries, Inc

Complaint: ***
I am rejecting this response because: After being contacted by *** at Ashley Home Store my issue has not been resolved. I plainly stated that this is unacceptable to me as a customer I paid for an item that the store claimed to have of which they did not. At this point it has been over months my merchandise still has not been made available to me, however I have a coworker that waited in the cold for the sale as well she received her $bed a month ago. When promising to have such a small quantity of an item and then you can't deliver on that promise to your customers that is totally unacceptable. Then you are not willing to compromise and offer the customer a comparable item for the same price that speaks volumes about your" POOR" customer service. Offering to take a smaller size bed as the customer and that idea being rejected by the company's representative *** has me wondering if I will ever get the *** said, "This is absolutely acceptable, we can cancel the order." At this point I wonder if that was a way of offering to return my money because maybe they are about to go out of businessPure speculation, but it makes sense being that a company with such a huge reputation is not willing to compensate for issues that occur on their end of a transaction. Also where is my lamp that was suppose to be available December 26, 2014? This entire deal is unacceptable and I am the customer that will not give up! Several other furniture stores had sales also we chose this particular store because I am familiar with Ashley furniture from buying at other locations. Now that I have experienced the customer service at its lowest level possible this will no longer be the product of my choice! However I am expecting them to deliver just what they promised! It is bad enough we gave our year old a picture of her bed and lamp attached to a pillow for Christmas! We told her when it would be in by January and it's now February 2, that destroys trust in us as parents my year old doesn't understand the store promised to deliver and didn't! All she know is she don't have the things we told her we purchased for her Christmas presents. In the statement Ashley, claims to go above and beyond to deliver services to their consumer that is clearly not being displayed in this situation.*** ***

Hello,We have contacted Mrs***, and have apologized for her inconvenience We have scheduled her for service so that we may address her concerns Thank you,*** ***