Ashley Furniture Homestore

Complaint: [redacted] I am rejecting this response because:After a multitude of phone calls with an individual in the Office of the President, a resolution had been discussed over the phone The verbal agreement included three action items: one, the old sofa would be picked up and two, I would receive reimbursement for that old sofa, that lasted only 2-months, and three, I would receive reimbursement for the new sofa I never picked up The representative said I would not receive any paperwork until after the sofa was picked up I finally did get the one check for the old sofa I but have not been reimbursed for the new sofa Regards, [redacted] ***

Revdex.com Complaint Department Complaint ID: [redacted] Thank you for contacting Ashley Furniture Industries in regards to your complaintWe do regret to hear about your dissatisfaction Upon review of the customer’s claim I show that on 9/10/we offered a full replacement of the customer’s bedPer the customer’s terms and conditions once the furniture is signed for it does belong to the customerIf the customer was looking to return the product they should have sent it back with the drivers at the time of deliveryOnce the customer has signed their delivery receipt they have signed that they have received their product in good conditionAs a courtesy Ashley Furniture was going to allow a technician to come out to repair the customer’s furniture since they called right after deliveryThe customer refused the technician and at that time we offered an exchange for new piecesI do apologize but at this point Ashley Furniture would stick with the previous options given to the customer and would be happy to either exchange the pieces or have a technician come out to repair the issues with the furniture Please feel free to contact me with any further questions or concerns (Reference Stoneledge SR# [redacted] ) Sincerely, Ashley Furniture Industries, Inc Corporate Office [redacted] / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: Ashley Furniture still cannot guarantee any delivery dates Regards, [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery experiences.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 requestWe value our customer’s feedback and will thoroughly examine the described events.We have agreed to provide exchanges to our customer and our warehouse management will thoroughly inspect these items prior to their departed from our warehouse for delivery We will continue working with our customer to ensure he is satisfied.Thank you for bringing this matter to our attention.Sincerely, [redacted]

The address on the complaint doesn't match the delivery address on the invoice Please update us with the current address Please send all pictures to [redacted] .The Delivery Service manager has been forwarded the complaint and will reach out to you.The collection is of an *** [redacted] and already has a distressed look about it Most customers don't even notice the distressing in the stores and notice it upon delivery.Rather than leave you with product you are dissatisfied with we could exchange it out for another collection that would keep you from settling.Thanks

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, [redacted] Ashley furniture store NEVER MADE ME AWARE OF THEIR POLICY BEFORE MY PURCHASE, NEITHER THAT THEY WERE SELLING ME A CLOSE OUTAgain they were not honest , I would never orrdered a bed that would be imposible for me To useI will have a Knee replacement surgery in few days And dont have a funcional bed for me How in my well mind will buy sometí mg g spend almost $And is meeting my needs.¿, please help me I need a funcional bed for me this store is not an honest reñía le bussiness where is The protección for me againts this día honest store.?

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Carolyn [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 mannerAfter further review of Ms [redacted] ’s complaint, we have found that we have tried to assist her with her complaint Ms [redacted] had contacted our customer service department and reported a peeling problem with the material We sent out a tech to take pictures of the item and get the serial number off of the item After our tech was out we contact Ms [redacted] back and offered in store credit for 40% of what she paid for it, an amount of $plus tax Ms [redacted] turned down our offer and advised she would be contacting her lawyer and hung up on the representative she was speaking to At this time we are still willing to honor our offer of in store credit of 40% of the item $plus taxWe would just need Ms [redacted] to contact our customer service department at ###-###-#### to get the in store credit processedRegards, Ashley Furniture Industries, IncCorporate Office **

This customer purchased at the bear DE locationPulaski highway, Bear, DE Please update the address so this does not go against a store he did not purchase at At the time of delivery the customer did not note anything to be wrong with the cushions, the customer accepted everything in the home as the condition it was delivered inIt was not until sometime after the delivery the customer noticed "issues" with the cushionsWe sent the customer brand new cushions to his home and he is stating he is having the same issue, no support, the cushions that were on his set at the time of delivery and the cushions that we were sent to his home are the same cushions that were on the item on the show room floorThe customer saw the product on the floor and tested the items on the floorThere were no issues with the floor model cushions and there are no warranty issues with the cushions the customer has This series that the customer purchased is a popular series, it is sold quite often and we do not have complaints from other customers with this series that the cushions have no support There are no manufacture defects with the cushions the customer has, Ashley does not special order or make their cushions, the cushions the customer currently has are up to Ashley manufacture standards

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 Previously I had bought another bed from them and I am still happy with that purchaseThe cost of that bed and the bed of this complain were the same I would like to have the bed of this complain replaced with the first model I had bought from them Regards, [redacted]

I understand your frustration, but we can't get those rails that go with the bed you bought from the other Ashley Furniture HomeStore group in Tallahassee/Thomasville It looks like [redacted] set you up with a generic set of metal bolt on rails that normally work for customers that run into the issue If the rails didn't work I could get you a refund on the rails, but we don't have other rails for the bed We are not a stocking HomeStore group, but you may want to reach out to Daytona, Savannah, and Ft Lauderdale Those are separate companies/groups that may have left over stock available to them We are big promoters of third party warranty protection for this reason, our protection company would have bought a new bed for the broken rail Please review your invoice from Thomasville and make sure you don't have protection for this type of issue Let me know on the refund on the rails [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 mannerUpon review, we have reached out to the management at the retail location, and they have contacted the customerMr [redacted] was given an in store credit, and has reselected a new mattressHe is currently scheduled for delivery on April 1stWe invite Mr [redacted] to visit our retail store if he would have any questionsRegards, Ashley Furniture Industries, IncCorporate Office SK

Initial Business Response / [redacted] (1000, 5, 2016/11/10) */ Please have them bring it in and we will be happy to look at it Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a practical responsethis is a piece Huge sectional We can not just load it up in our vehicle and bring it into the store.they need to send a truck to our home or have someone come out to inspect how the springs are broke,the cushions are out of shape and material balling does not stay on correctly and looks horrible thank you Final Consumer Response / [redacted] (4200, 15, 2016/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not believe we should pay for a trip fee for Ashley to come out and fix this sectional that is under warrantyWhen we had issue with the bad stitching on ottoman and part of the sectional they came out and replaced it without a cost to us back in the first months we owned itWe took the cushions to their service store and the manager [redacted] saw first hand how horrible they lookThey still haven't addressed the broken seats or the back pillows of the sectionalthank you Final Business Response / [redacted] (4000, 17, 2016/12/15) */ The [redacted] trip fee is required anytime a technician visit is needed beyond 90days from deliveryThe manager you spoke with agreed with you to have the technician come out to your home to address the issues of piling with a fabric shaver on the cushions, filling back cushions with fiber fill if needed and straightening the casings on the cushionsHe will also inspect and correct any framing issuesIf new cores need to be ordered the tech will advise us to do soWe feel this should address all of your issues Thank you

Hi Revdex.com Good morning! Hope all is well, I have had many conversations with our guest regarding her claims on both sofa purchased in 2012, guest claims that none of the conversation had was not remembered is incorrect, when claims are made there are a few steps that need to be followed up with and at times it may not be accepted by our guest, but we need to ensure that before a resolution is met we need to follow those, guest is correct that she was promised a call back by me within a time frame which did not happen and I did call guest and apologized for the inconveniences, which happen once during this claim.There are no resolution at this time until an inspection is done by our craftsman, as soon as that is completed we will review and resolve our guest inquiryThanks as always to bring to our attention

Complaint: [redacted] I am rejecting this response because: This is not a valid resolution to the situationServices were not completed as a mess of blood was left in our house to clean up Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Robert K***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerOur records indicate at this time that all of MsK***’s items have been delivered We do apologize for any delays Per our Sales Order Terms and Conditions that the K***’s had to acknowledge at the time of purchase, it does indicate that delays may occur Again, we apologize for the delaysRegards, Ashley Furniture Industries, IncCorporate Office AB

On Mon, Feb at 10:AM , [redacted] < [redacted] > wrote:Hi, I have a bit of a resolution: I received a call from Linda, a manager at the Ashley [redacted] Store who advised that they had two rugs in the pattern I ordered the second timeShe advised me to come in and speak with the [redacted] .I asked a friend who was available to take meI met [redacted] , he led me to the two rugs and left me and my friend to talkFirst it was the pattern I had ordered but the price and size were significantly larger than the second rug I orderedThere was no way that my friend could transport the rug let alone carry it (I walk with a cane so I could not helpMy friend is handicapped so his ability to carry is limited)I knew over several discussions that they do not deliver in-store items and that if I wanted to get a rug from them I'd need to take it right thenWe looked around at the different store models, alone without any assistance from the manager or the original salesman I just loved in the beginningIt was as if I had done something offensive to them, but I found one I was okay with and that was transportableAll in all the problem is resolved but if I ever need anything else it would not be with themThanks because I know that if you hadn't forwarded my complaint I wouldn't have had any contact from the storeYour help was really appreciatedSent from my iPhone

Dear Revdex.com,Please convey our apologies for the delays our customer has experienced.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 unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts We have gone to great lengths developing the best “just in time” ordering systems possibleThese systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup that can be provided It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own controlWe value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, [redacted]

Unfortunately we don't have any lamp shades on hand If the manufacturer missed or they shipped damaged, getting them from the manufacturer is our only option.If waiting for them is not an option please return the set to the store and the store will handle crediting your account.Thank you

As I understand it, customer services has resolved the open issue Please update status on the complaint.We apologize for the amount of time it took to handle.Thank you

After review of Mr [redacted] ’s claim, we have been advised by the management at our retail store location, that he will be getting a refund of $plus taxMr [redacted] will be notified by the management, once this has been completedThe process to reflect to Mr [redacted] ’s account does take approximately a couple of weeks to reflect to his account depending how the items were paid forWe invite Mr [redacted] to contact our retail store for any update Regards, Ashley Furniture Industries, IncCorporate Office SK