Ashley Furniture Homestore

The address of the Ashley's that I did business at is *** *** Blvd, Long Beach, CA

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** H ***’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, we have
found that management has reviewed his situation, and has approved a one-time courtesy reselection of the mattress. We invite *** to contact our customer service at ###-###-#### with any other questionsRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mark ***’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 Mr
***’s claim, we do have the parts available for the chaise pad that has the tear on the seamAshley Furniture would like to offer to order the part at no cost, and can schedule a technician to install the part if Mr*** needs toFor the inconvenience that Mr*** has gone through with the item, Ashley Furniture would also like to offer a $gift to use at any of our Corporate Store locations that is listed on the back of the card Regards, Ashley Furniture Industries, IncCorporate Office S*

As I understand it the dresser was purchased in The leg was damaged during your move to *** in Usually that type of damage should be covered by movers insurance, but the accidental protection plan picked it up If you were still local we could assist, but since you
moved out of the area only the protection plan is available to assist The protection plan company is willing to settle on the broken leg for $in January and let you keep the dresser.If the Ashley Furniture HomeStore approximately miles from your address sold the same protection plan then they would be covering the repair or replacement from there If they use another protection plan company then the protection plan company you have protection with reserves the right to settle through payment since they don't have a local resource to resolve.The $settlement should more than cover the cost of any parts and a technician to restore the leg I would believe the local Ashley Furniture HomeStore would have reasonable recommendations on who could make the repair It may cost less than half of what the settlement was.The cost of the plan you originally paid for was $to cover all the pieces you purchased not just the dresser. It seems that the protection plan company attempted to exceed what you have invested in them for the accident, and since parts would be available to a technician or through the store a full replacement isn't necessary If they couldn't get the parts then replacement would be.Thank you

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me and consider this complaint resolved
Regards,
*** ***

Hello Revdex.com, Good afternoon,Hope all is well, guest spoke to a Lead in our guest services department on 7-24-, guest made purchased in living room set , guest for $Guest was initially offered $store credit towards purchasing a new living room set or for us to correct the
the sofa at no cost to herGuest refused both optionsCall guest and left message to call us back. Resolution , when guest call back we will will apologized for the inconveniences and offer offer guest the following resolution, $store credit towards purchasing a new living room set or to correct the sofa at no cost to guest. Thanks as always to bring to our attention

After review of MrAl*** claim, we have reached out to the upper management with our delivery service teamThey have advised that when the second delivery team went out to MrAl***’s home, they took additional photosPer the team, the damaged area is not in the path or area that the original delivery team would have takenThe damage to the laminate floor is in the opposite direction that could not be from a drawer falling on itThere is documentation from the floor installer that states this could not have been caused by the drivers I have also attached a photo of the floor, and the signed document from the day of delivery 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.
Regarding having the furniture for a year Ashley has been called out twice and I am going to call them out for more repairs as we had purchased an extended warrantythis is not about their fine print it should be about taking care of the customer
We were set up on auto draft paymentsIf they were going to change the amount of payments due then why was there not a request for us to sign a new auto draft? I paid the balance of nineteen hundred dollars in order to keep my outstanding credit that I have worked very hard to haveFeel free to check my credit and find out that I am telling you the truth
I can clearly see that Ashley does not really care about the customer
*** ***

As I explained in my previous response, we have reorder the piece for the consumer It is being replaced as he requested

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
Mike B stated:
This is a follow up to our conversation from earlier todayPer your request, we will be picking up your furniture and refunding you for the entire orderThe refund will be in the amount of $and here is the break down:
$will be credited to your *** accountOnce the order is picked up and returned to our warehouse, we will notify ***The remaining balance will be credited and *** will send you a check for the amount paid to dateYou also paid taxes and delivery on a *** card ending in #XXXX in the amount of $This will also be refunded once the items are picked up and returned to our warehouse
Provided this happens, we will consider this issue closed. Thank you for protecting hardworking consumers like ourselves!
Sincerely,
*** ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***It is not my fault if your employee didn't inform me correctly or she scheduled a technician by mistakeI need this resolvedIf you do not train your employees correctly that is something within you guysI will not accept an apology, I need a solution

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
*** concerns, we reached out to our retail locationOur store manager reached out to Ms*** and offered a $refund to her Synchrony accountThe paperwork for this refund was finished and sent to our Finance Department yesterday, 1/24/The refund should reflect on Ms*** billing statement within the next two to three billing cyclesMs*** can reach out to Synchrony Bank within the next one to two weeks for verbal confirmation of the refund. We apologize for the inconveniences Ms*** has experiencedPlease feel free to reach out to our retail location at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

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 did finally get my cushion cover, and did call the customer service number to inquire about my $gift card but the girl said she could not get into her system and can not tell me if it has or ever was mailed outI would be glad to mark this as resolved, but can not until I get confirmation or receive the gift card itselfI do appreciate your assistance also. I just do not want to mark this off as resolved and then not get the gift card.
Regards,
*** ***

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 Brent C***’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 Our sales manager at the
Santa Clarita Store spoke to Brent and they came to the agreement with the following. The store will be adjusting the amount charged for the Furniture Protection Plan and they will also be compensated $for the issue. We apologize for the way the plan was sold to the C***’s, because the plan is meant for accidental damages and the concerns that they had were more towards a manufacturing issue. All furniture sold at Ashley comes with a one year manufacturing warranty, and the C***’s had exceeded this Regards, Ashley Furniture Industries, IncCorporate Office SC

Complaint: ***
I am rejecting this response because:Until we receive a store credit in the mail, as promised, and have an opportunity to use this credit, we are not willing to withdraw the complaint We need to be assured that our future experience will be better and it is our responsibility as a consumer to possibly protect future customers The gentleman who talked to my wife was concerned about our experience and my wife felt that he will take the steps needed to possibly make changes
Regards,
*** ***

We are working with corporate Ashley to determine if we can move the credit This is unusual because we are locally owned and operated and cannot control what another organization will accept The warranty you purchased was for accidents and the issue you have is with construction and
that's why a different claim was needed. If we cannot transfer the credit it will have to be used with the Jacksonville, FL or Brunswick, GA Ashley HomeStores. Thank you

For peace of mind, we have informed our customer in writing that the refunds have been completedWe have suggested that if our customer does not believe us, she is welcome to check with her chosen financial institutionIf our customer believes that an error has been made in the sums refunded we would be glad to discus if further with her

Thank you for contacting Ashley Furniture Industries, Inc. We 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 Upon review of Ms*** claim, we have reached out to upper management at our Corporate OfficeThey have advised that they have been in contact with Ms***, and Ashley Furniture will be sending out a technician to Ms*** home on 12/22/Ashley Furniture will be in contact with Ms*** after the technician appointment has been completed, and the report has been sent to Ashley Furniture Due to this technician appointment being scheduled on 12/22, and this being a holiday weekend, Ashley Furniture won’t be in contact with Ms*** until mid-next week Regards, Ashley Furniture Industries, IncCorporate Office SK

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 I have contacted the
***’s and a tech has been scheduled for May 18, to advise if a chemical odor does exists in the home in relation to the sofa and two chairsIt does appear that on April 7, a tech was scheduled for the same reason and no odor was found on that visitWe will be requesting a second opinion The biggest hurdle that we will face with their request is that there is no documentation of them ever contacting Homestore Customer care prior to 4/4/2017. Furniture was purchased 5/31/almost a year ago. We will have to wait and see what the tech report reveals before we can come up with some type of resolution Regards, Ashley Furniture Industries, IncCorporate Office SC