Ashley Furniture Homestore

I have no parts at my home to repair this furniture and I think that considering the furniture was delivered to my home with defects and have had many others and is less than a month old when this complaint was filed it should be refundedI do not want a reselection I will just have more lousy customer service and more problems with any thing else from your companyI have called many times and got no help from you to resolve these problems and now all the cushions are also going flatOn March you informed me that a tech was coming to my house to install parts I told you I had no parts to install you told me it would take 6-weeks for parts to arriveA report was made by your repair person and I wrote notes and he took pictures on March 27.His name is *** *** The company name is *** *** *** *** and the phone number is ***This is just not right for you to keep my money and I have to deal with these issues with new furniture that I worked so hard and waited so long to getI am a disabled person and have a very limited incomeI went to Ashley because I heard such good things about your company I am very disappointed and have been lied to many timesWhen I went to look at the furniture I made an appointed to view it when I arrived the sales person told me it was out of stock but she had some just like the one I wanted which was not true

We have contacted the consumer and have worked out a resolution We have ordered the product in power as he requested at no extra cost

You have owned the merchandise for over three years The manufacturer's warranty for full refund has expired Either the refund for the prorated amount or a full store credit with us is currently the only options available If the issue was caused by an accident your accidental warranty would cover, or if the manufacturer's issue happened within the first year of ownership the manufacturer's warranty would cover a full refund, but after three years this isn't an option.We are still working with corporate to see if a retailer local to you will accept the transfer of creditIf they won't then the full store credit would have to be used in one of our local locations

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not
resolve my complaintFor 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.]
The company offered to issue a refund less a 25% cancelation fee on the sofa onlyI had rejected both the sofa and a matching loveseatMy purpose in making the initial purchase was to buy a new sofaI received a phone call from *** at Ashley Furniture that they had approved the refund for the sofa but their suggestion was that I purchase loveseatsI do not want loveseats and I do not want loveseat without the matching sofaI have looked and there is nothing else in their store that I wantI have asked that she re-submit the refund request for the loveseatI asked if this meant that I was just out the approximately $dollars after the cancelation fee on the sofa and the price of the loveseat and her response was just "Yes ma'am" This is unexceptable and I can't believe that a company would treat customers this wayI told her that I was very disappointed and that I have no desire to ever set foot in their store again
Regards,
*** ***

Thank you for the update from MsH*** Our records indicate that the refund to the credit card was complete as of 1/16/thus resolving the issue We apologize for any inconveniences the delay may have caused.Regards, Ashley Furniture Industries, Inc.Corporate Office AB

Hello Revdex.com, Good evening! Hope all is well, guest claims that he mattress received in May is not a queen size, the mattress guest bought the model number is *** which is what listed her sale receipt and was delivered to guest We have sent out our craftsman to inspect and
they have verify that he mattress is a queen size .Guest was contacted and update the sameWe have call guest twice today 8-3-and left message to return callResolution guest is scheduled for a 2nd opinion service to verify that the mattress *** is a queen size guest had delivered.Thanks as always to bring to our attention

We have spoken with our customer to work toward resolution

Can you explain further what your expectations were?I show a Sofa, Chair and Ottoman priced in the showroom at $for the three pieces during the Presidents' Day event.I show you paid no down payment, months financing, and ordered the Sofa, Chair, Ottoman, year accidental protection plan,
delivery and tax for $1772.74.For guests that took advantage of longer term financing and no discounts they would have paid $plus protection, plus delivery, and plus tax. Pushing their total above $2000.$would be regular price plus tax, another way to look at it is that you are getting protection and delivery for about $12.00.Thanks*** ***

Company's response below: From: *** *** ***>Date: Thu, Mar 5, at 11:AMSubject: RE: *** *** # ***To: *** *** *** The store he purchased from let me know they reached out to him last night to inform him we were canceling the transaction. ***

Yes I did get a refund on ***. The only reason I did was due to your organization, ***, and my lawyer
The fact is this store and its partner is nothing but a low grade criminal
enterprise. Ashley and Fleming require all money up front when ordering furniture. They give a due date of six weeks. The furniture never arrives. Finally when one asks for a refund it never appears unless you get outside help. There are dozens of customers. Most do not complain. Two thousand dollars is a lot of money to me. The heads of that organization should be investigated. It is not fair to the office workers and sales people. I know lots of just common everyday folks and guarantee they will not be back. Thanks for your help

Complaint: ***
I am rejecting this response because:I will be contacting an attorney.I am not the only one having this issue accross the United States with this same model.I am so very dissappointed with Ashley Furniture for them to think I would every purchase anything else from them is crazy!!I will continue to research and find someone to help me with this issue.Thank you Revdex.com for trying to assist
Regards,
*** ***

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 Mr
*** claim, we have reached out to upper management at our retail store locationThe chair that has been reported missing, has been put in the system to be delivered to Mr***The current delivery date that is scheduled for is on 9/14/ Regards, Ashley Furniture Industries, IncCorporate Office SK

[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,
*** ***

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,
*** ***To whom it may concern, Ashley furniture in no way states the furniture is accepted in its condition on the delivery paperworkInstead the delivery person who delivers the furniture just has a paper that requires your signature that says it was delivered.First, when I got my furniture brand new, the sofa was damaged the first timeI contacted ashley furniture and they told me that they would fix it, I told them I did not pay for furniture to be repaired but instead I purchased new furniture that should have been inspected before leaving the warehouse, the person who I spoke to agreed and said she would send out anotherWhen the delivery person came, they removed the damaged furniture from my house first, put it in their truck then unloaded the new oneWhen they unwrapped the furniture I noticed a damage on the furniture which just like last time I read and looked over the delivery sheet which just asked for a signature and I wrote on the sheet damaged please contact meI did originally ask the delivery person this ones damaged too, what do I do? Unfortunately he did not know and said that you will have to contact ashleyBecause this is the second time it happened to me, I was under the impression that they would reship me another one as they did the last timeSo by saying your policy is to repair it is considering you could have repaired the last couch too but did notIn this case because you left me with the decision, I should have the choice whether or not I want it repaired or would like another brand new furniture JUST LIKE LAST TIMERight now we are in a situation where I paid for brand new furnitureThe furniture was not delivered in its promised condition and you replaced it onceAGAIN the furniture was delivered damagedI did not pay for used/damaged furnitureNot only that but every time the furniture needs to be delivered or repaired this takes away from my work, something I did not pay for. I still want a new furniture, I did not ask for a damaged furniture, please review your delivery form, the one I signed and noted a damage and you will see no where on that document does it state "by signing you are agreeing to accepting the furniture in its current condition" or anything along those linesAnd also, if you did the replacement once and say that it is not in your policy, then why did you do it the first time? I do not find your offer to be acceptable

[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,
*** ***

Dear Revdex.com,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 usIn accordance with these warranty terms we will gladly make every appropriate effort to restore the
furniture to show room quality condition. We understand that our customer has already completed the assembly of his items We will gladly order the remaining hardware to install his mirrorWe have offered to install free of charge, however our customer will be self installing If our customer needs any further assistance, he can reach us directly with the information provided to him.Thank you for bringing this to our attention,Sincerely,*** ***
*** ** *** ***

Upon full review of Mr***’s situation, we do apologize but we will not be able to authorize a reselection of his sectional. The Loveseat was originally authorized for exchange by Mr***’s protection plan. There was consumer caused damages to the springs of the loveseat that the protection plan was unable to repair. The protection plan company has paid for the exchange of this piece. We will work directly with the warehouse to thoroughly inspect the piece prior to delivery however again, we will not be issuing a reselection on the entire sectional from a piece that has consumer caused damages. We invite Mr*** to contact our scheduling center to schedule the delivery by calling ###-###-####Regards, Ashley Furniture Industries, IncCorporate Office AB

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Mr*** ***’ 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 Mr
***’ complaint, we have reached out to our retail store location managementThey have advised they have left two voice messages in regards to assisting with Mr***’ claimThey are waiting for a call backThe warehouse has also made two attempts of contacting the customer and are also waiting for a call back from Mr***We invite Mr*** to contact our retail store location to get this claim resolved. Regards, Ashley Furniture Industries, Inc.Corporate OfficeWH

Thank you for the update on ***’s situation. We have reached out to management for review of the situation. We do apologize, however we cannot allow return/reselections/exchanges on items unless they are found to be defective. At this time only one of the items are defective which that item can be replaced, the other are not defective so we cannot replace those items. We did try to schedule a delivery date for the one that can be replaced, however Mr*** decided not to schedule a delivery as he wants all items replaced. Unfortunately only the item will be replaced at this time. We invite Mr*** to contact customer service regarding the item that is defective and can be replacedRegards, Ashley Furniture Industries, IncCorporate Office KC

I am truly sorry to learn that Mrs.*** is having this exprinceI have reached out to her and have a technician scheduled to repair and inspet her itemsI will follow up with her after the techninsin visit Michelle C*** Senior Customer Service ManagerAshley HomeStore Albuquerque, Santa
Fe, and Farmington, NM