Ashley Furniture Homestore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707705, 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.]We just found out that the delivery of our missing items is now pushed to 10/1/This is now the 4th time the delivery of the bedroom chest and the dining table server has been re-scheduledToday Tuesday 9/20, we called the delivery number to confirm that this Sunday 9/delivery is confirmed and we are once again told that the items are back-ordered and will be arriving at the warehouse on 9/and we can't expect delivery until after that dateWe were also told that the store should be communicating regarding the deliveryI believe this is an internal issue between Ashley's warehouse/delivery and the store management and the client shouldn't be dragged into itThere is no communication from either the store nor the customer service relating to the delivery being pushed back yet another week.Ashley needs to remedy for the inconvenience caused.
Regards,
Yamina P***

Customer#***Sales#***Sale Date: 03/31/2015Sales Consultant: *** ***Purchase Store: Ashley Furniture Mall Rd Barboursville, WV 25504Store phone: *** ***Store Fax: *** ***Thanks for all your help clearing up this matter!*** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Runzhou Z***’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 a thorough review
of R***’s concerns, we have reached out to our quality team regarding the Formaldehyde odor. Ashley Furniture Industries, Incdoes not use Formaldehyde on any upholstered products. As we understand the odor was strong in nature, our retail location has agreed to pick up the pieces and remove them from the home. The customer will be credited back once the piis complete. Should they have any further questions or concerns, we invite them to contact the retail location Regards, Ashley Furniture Industries, IncCorporate Office AB

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Anita J***s situationWe take these matters seriously and want to ensure the proper steps are
followed so a resolution can be reached in a timely mannerAt this time, we are in review of MsJ***s situation. We will update the Revdex.com once we are complete with any resolutionsRegards, Ashley Furniture Industries, IncCorporate Office AB

Initial Business Response /* (1000, 5, 2015/07/23) */
The customer was given a 100% credit from the manufacturer and has re-selected replacement furniture

Dear Revdex.com,Please convey our apologies for the error made with refunding our customer.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly. These processes are
very important to us, and help ensure the satisfaction of our customers. Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences. When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible Our records indicate the error was corrected on 03/25/ We will be issuing a check to our customer Our customer should expect the check within 2-weeks.Thank you for bringing this to our attention.Sincerely,*** ***Office of the President

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** ***’s situationWe take these matters seriously and appreciate the time and efforts taken by *** to bring this situation to our attention. We would like to thank
*** for allowing us the opportunity to take control of his situation We were advised by ***'s management that they will be working with the ***'s to come up with an agreeable solution We hope that they will be able to turn the negative experience around for them We strive to provide each guest with stellar customer service and a memorable experience. Regards, Ashley Furniture Industries, Inc.Corporate OfficeSC

New Roman","serif">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.Upon receiving this complaint we have worked with our Quality departmentBased on the staining and the customer's description they were able determine that the dye used on this unit was too strong and has caused the inner material to break down and disintegrateThis in turn would be what is causing the dye transfer as well. We would like to take this opportunity to apologize for any inconveniences this has causedAt this point we would like to give the customer a reselection credit for her set (sofa chaise, chair and ottoman) in the amount she paid plus taxThe customer will be able to go into the store to pick out new productWe will deliver the new product and pick up the old at the same timeWe will contact the customer directly with this as wellSincerely,**Ashley Furniture Corporate Office

Thank you for contacting Ashley Furniture Industries, Inc. We 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 Upon review of
Mr***’s claim, we have reached out to upper management at our In-Home Damage DepartmentThey have advised that Mr***’s claim was denied due to there was no evidence to support that our drivers damaged the floor in his homeThe claim was that a drawer fell, and damaged the floorWhen the item was brought back to the warehouse, there was no damage to the drawer Mr***, stated to our In-Home Damage Department that he was going to be seeking legal action, so they would not be able to correspond with Mr*** anymoreMr*** has been advised that he is to have his attorney send all the legal documents to our DSI Corporate in Brea Regards, Ashley Furniture Industries, IncCorporate Office SK

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** A ***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 receiving ***’s
complaint, we have reached out to the retail location. The retail location had contact ***/*** and advised we would pick up the product on 7/21/and we would be refunding them. Regards, Ashley Furniture Industries, IncCorporate Office KC

Complaint: ***
I am rejecting this response because:
I have yet to speak to anyone who has been able to help me get this issue resolved in a timely mannerI have only been told it would take weeks and or MONTHS and in that time I am unable to try and sand down the issue for safety or the claim would be void! I did contact the other company and a Manager was supposed to call me backTo date NO ONE has returned my phone callThat is why I calledAshley to see if they could help me. If this issue could be addressed in a timely manner there would be no issueSince both companies have told me that the lengthy process is all they can do, I can not use the warranty and would like my money backAt no time during the purchasing process did the Ashley rep explain that the process for the warranty is a LONG AND EXTENSIVE ONE where in I "might" not even be approved for the repair, as I was told by the gentleman I spoke to at *** told me over the phone
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 meThe store contacted me and agreed to pick up the box spring and issue a refund on Saturday 12/26/2015, so I'll be out of a box-springNo discounted exchange, platform bed frame or bi-fold bed frame was offeredIn addition, I believe a refund for shipping of $should have been included, because of the shipping being another issue that resulted in this problemThank you!
Regards,
*** ***

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,
*** ***

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 mannerAfter further review of
*** complaint, we have found that we have tried to assist this customer. We did order parts, however they were the wrong parts sent out to the customer. After the wrong parts were sent out we did offer 55% of what the customer paid for the item as in store credit to use on anything in the store. We cannot give a refund as in store credit is the only option. We apologize for any inconveniences we have causedSince the items in question were delivered in they are over years old now and outside of the year manufacturing warranty. We are willing to offer 70% ($1814.80) of what the customer paid for the items as in store credit only. Again the credit can be used on anything in the store, but it would be in store credit only not a refund. We invite Mikhail to contact our customer service at 1-800-240-to accept the 70% offerRegards, Ashley Furniture Industries, IncCorporate Office KC

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.Even AFHS reserves the right to refuse returns/exchange, but the policy doesn't states that they can't take returns/exchangesThe policy doesn't states that the days return policy apply only to Online purchasesI selected my items in the Store, but the furniture was delivered by AFHS to my home in weeks from the date of purchaseI Called AFHS the same day of delivery to exchange the sofa, that proves the merchandise was not misuse or damagedEven AFHS return policy also has the following questionQ: What if I don't want my item for any other reason than damaged?Ans: Not Completely Satisfied? We accept the return of Standard Shipping items within days of deliveryPlease note, Customer is responsible for return shipping fees.My merchandise was shipped to my house and I paid $+ tax for the delivery/shipping charge to AFHSWhy AFHS is not honoring their own days return policy? I want to exchange the item with another item and ready to pay the return shipping fee as well
Regards,
*** ***

Dear Revdex.com,We have attempted to reach our customer to discuss these details but have not had a response at this time.After the Revdex.com claim was sent to us, we received notification that our customer filed a dispute over the payment provided with her financial institution While this is pending their process we will not be able to provide an additional refund or discount.We can verify that on 2/23/we agreed to provide delivery at no cost and refunded to the accounts receivable $ Processing refunds can take up to business days. While this was being process, on 3/2/15, our customer reselected to different merchandiseOne of the item’s purchased then was a Power Rocker Recliner, this product was with tax The payment for this product was from VISA cards and $from the accounts receivable (the refunded delivery fee) There was no new delivery fee charged, so there is no additional delivery fee to refund. We look forward to speaking with our customer, if the remaining dispute can be resolved with an additional discount, we are willing to work with our customer.Sincerely,*** *** of the President

we purchased the extended warrantythey even sent out a tech guy to see the damage on the night stands. then weeks later they come back with they will not cover the damage because my husband nor I damaged it, the furniture is just falling apartand that I guess that is the problemsince we did not damage it, they will not cover itcrazy....the tech that came out said it was a "easy"fix but they will not do itever time we open and close that drawer it gets a little worse.so, the store manager told us to come on in and he would give us a great deal on a brand new setINSANE!! not only will I not shop there again, I do not want anything from this storeWe just want the night stands fiixed.we know it can be done, they just need for them to cover itaccording to the tech it is not even an expensive fix

We have refunded the consumer per her request

Dear Revdex.com,Please convey our apologies to our customer regarding her delivery 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 request. We are constantly working to develop and maintain the best customer service standards in our industry. It is very important to us that our employees provide clear honest communication and set realistic expectations Unfortunately we are sometimes faced with unpredictable logistical short falls that impact our communication efforts. We value our customer’s feedback and will thoroughly examine the described events.As a gesture of good will, we have provided our customer delivery, free of charge.Thank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

I am rejecting this response because:Unethical business practices as well as lyingI've already hired *** & *** and they're in the process of investigating Ashley Furniture and building a class actionThanks!
Regards,
*** ***