Ashley Furniture Homestore

[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. I received my lamps August 10,

We are attempting to reach our customer to discus resolution

[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,
*** ***

I did speak with *** ***the claim sent over to us was under *** ***. Auth#***. Parts were not ordered when initially sent back in June of I've apologized to our customer for it not being taken care of back then, and assured her that moving forward, I can
get it done nowShe did not want me to order the part, all she wanted me to do is to refund her the cost of the warranty coverage. I apologized to her and said that I would not be able to authorize a refund. She at that time stated that she would be calling PCP (warranty company) back to speak with a them about a reimbursement. I went ahead and ordered the part that the authorization letter requested which was a back assembly to a barstool. I am hoping we get this issue resolved
Thank you,
*** ***

Very disappointing customer experience with Ashley Furniture HomeStoreBought a Sofa, love seat, cocktail table and an end table on May 30,Delivery was scheduled on June 8thOnce after they came to deliver, the love seat was damaged and the end table is wobbly (one of the legs was short)Declined delivery for these items and they took it backWas promised a call back to resolve issue same day, did not get a call till I called next dayNone of the customer service personal spoke was helpful
Cancelled love seat and they charged $cancellation/re-stocking fee for an item not deliveredAlso end table was scheduled to deliver on June 12th
The again brought the same wobbly / only leg short end table to deliver and had to decline
They seems no quality check and customer service very poorDo not think you can ever go back to AshleyUnnecessary charge of $as well as attempt to deliver defective product twice

Dear Revdex.com,Please convey our apologies to our customer for experiencing an odor with our furniture.New furniture may emit odors or have the “new car smell.” Ashley Furniture is constructed and treated to meet the highest standards for furniture building and material codes in the United States of
America. In most cases this smell fades as the furniture is exposed to air circulation. As a gesture of goodwill, we have agreed to exchange the furniture, as the odor has not faded. Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***

Complaint: ***
I am rejecting this response because: ASHLEY FURNITURE CHARGED ME$ FOR THE ORIGINAL ORDER THAT I HAD STILL NOT RECEIVED BY FEBI WENT INTO STORE TO UP GRADE FURNITURE HAD TO PAY ANOTHER $N MY STATE FARM CREDIT CARD WITH THE GUARANTEE THAT I WOULD DEFINITELY RECEIVE ALL THE FURNITURE MARCH I DID NOT SO MANY DELIVERY PROBLEMS THAT I FINALL CONTACTED Revdex.com STATE FARM BANK AND BANK OF AMERICATO CANCEL ORDER AND BE DONE WITH THEMTHE CORPORATE MANAGER JOHN BROWN SAID HE WOULD GET THE PIECES DELIVERED IN WORKIN ORDER ON MARCH HE NEVER MENTIONED A DISCOUNT TO MEEVERY TIME ICALLED TO COMPLAIN THAT MY FURNITURE WAS NOT DELIVERED AS PROMISED OVER AND OVER OR WAS DELIVERED BROKEN OR THE WRONG PIECE, I WAS TOLD I WOULD RECEIVE A $CREDIT ON MY CREDIT CARDIT NEVER HAPPENED EVERI WOUND UP PAYING THE $DIFFERENCE JUST TO GET FURNITURE WHICH WAS MY HUSBANDS CHRISTMAS PRESENTHE WENT TO THE NURSING HOME BEFORE HE EVER GOT TO USE THE CHAIR OR THE SOFA AND LOVESEATTHIS WAS THE WORST NIGHTMARE EVERTHE ONLY REASON I GOT THE FURNITURE IS I CANCELLED THE ORDER AND NOTIFIED BANK OF AMERICA AND STATE FARM BANK OF THIS IMPOSSIBLE SITUATION OF PROMISES AND WAITING AT THE HOUSE FOR SUPPOSED DELIVERIES FOR MONTHSTHIS BIT ABOUT A DISCOUNT IS ABSOLUTELY NOT TRUE JUST LIKE THE FACT THAT I WOULD HAVE MY FURNITURE NO LATER THAN FEB TOTAL FOR FURNITURE WAS $LOTS OF HOURS ON HOLD AND WAITING FOR DELIVERIES THAT NEVER CAME EVEN SHOWED UP ONCE AND THERE WAs a problem with the delivery and said they would come back after they got the new order # I even spoke to the store manager john at the *** *** Fiesta Trails Store ...they never came back I missed going to see my husband at the nursing home and finally went to bed at 9:30pm no furniture then either ! apparently I am not the only one that has problems with this company!
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 management at our retail store locationThey have advised that today they have left a message for Mr*** to contact the retail store to have the delivery fee refunded alsoWe invite Mr*** to visit our retail store location to have this processed 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
The business has not responded to my question(s) yet-they are just buying more timeDo keep me informed when the business has answers and submits a plan on how it is going to resolve the stated conflict
Regards,
*** ***

Hello Stacy! I was unable to find this customer in our system Could you please reach out to her and see if she perhaps purchased under a different name, different address, different phone # , etc We would like to address her concerns as quickly as possible. Thank
You! Sue *** | Enterprise Homestore Customer Care|Furniture Protection Plan

Everything has been resolved with this customer
At the customer initial delivery, when our team went to set up the customers bed, it was noticed that the manufacture had marked the rails to the bed set wrong, what was in the box was not what was labeled on the box so unfortunately
the bed could not be set up at that time. That same day we did place an order for the correct rails for the customer, once they came in we did notify the customer and worked with her on a date that best fit her schedule which was April 4th
On April 4th we delivered the correct rails to the customer and assembled the bedThat same day our delivery team took the customer the part to her chair ( chairs come as parts every piece to a chair is a part, chairs come in a box broken down and we have to assemble them, that is why parts are ordered instead of a brand new chair) we did assemble the part to the customers chair the same time we assembled the customers bed
This customer now has all of her product she paid for assembled and set up in her home!

Initial Business Response /* (1000, 5, 2016/05/07) */
Customer ordered a table and chairs on 4/10/that had an Estimated Time of Arrival for 4/19/Ashley store called cust on 4/18/and scheduled customer for delivery on 4/20/Upon delivery the customer said the chairs were wrongWe
apologized for the mix upDelivery team took back all and we ordered him the different chairsThe chairs have come in and we have been trying to reach the customer since 4/29/to schedule another deliveryWe can deliver to him Tuesday-Saturday of his choice when he is ready
Initial Consumer Rebuttal /* (3000, 13, 2016/06/09) */
The company's response to the complaint is laughableWhoever wrote it said they'd be happy to deliver the items at a time of our choice, yet told us on the phone (when WE called THEM) that it would take up to four weeks to deliver the products to us
Again, when we spoke to the management during that call, they were rude and condescending and wouldn't give us a straight answerWe were told that the items were in the warehouse, so when we asked whether they'd be delivered the next day, we were told the truck was already packed and that it would take up to four weeks for deliveryWe asked why a screwed up order wasn't a priority for them and were told "every customer is a priority." That's fine, but if you're trying to make something right, you should put the customer's order that you screwed up at the top of the list
The only time the company has called us was after they'd seen a copy of our original complaint with the Revdex.comThis is unacceptable
We are so fed up with the lack of customer service and respect that, again, we are refusing the items and demand our money backThey have had $of our money since April 10, and we want it refunded immediatelyWe no longer want to deal with Ashley Furniture
Final Business Response /* (4000, 15, 2016/06/09) */
These are ordered items and have told the customer that we cannot cancel the orderWe tried contacting the customer on 4/29, 5/& 5/to set up a delivery date & left messages at that timePlease call the store to schedule your delivery dateYou can also choose to pick up your items as well and choose a date Tuesday through Friday from to or Saturday from to that works best for you as well
Final Consumer Response /* (3000, 21, 2016/07/05) */
The business's response, again, is laughableSomeone from the store only called us AFTER the complaint had been filed with the Revdex.com, and the matter is still not resolved to our satisfaction namely, a refund of the total we paid
It's been not weeks, but several months now, that we are trying to resolve this issueIt looks like court is our remaining option
For the manager of this store to treat customers (who are NOT high-maintenance, by the way) in such a condescending, rude and sneering manner is appallingRather than offering a quick delivery option for us (or God forbid, our money back), he said it would be up to a several month wait to get the items we bought, even though the items were already in the store's possession
We asked several times to speak to the owner of the store, but never got a phone callThat shows a true disregard for any semblance of customer service
BUYER BEWARE!!! DO NOT DO BUSINESS WITH ASHLEY FURNITURE IN FORT WAYNE!

Thank you for the update from Mr***. During the finalizing of the sale, the customer is provided a copy of our terms and conditions. They are also required to initial the terms and conditions which acknowledges they are aware of our policy. The terms and conditions clearly state that he has a right to refuse the item during delivery or accept a technician to make any repairs. We are more than happy to assist Mr*** with servicing his item. We invite Mr*** to contact our Customer Care Center at ###-###-#### to schedule a technician. At this time, Ashley Furniture Industries, Incfeels that we are making a good faith effort to resolve Mr***s concerns per the acknowledged terms and conditions. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

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.Upon receiving Ms***’s
complaint we have reached out to upper *** at the store she purchased from. We have done a refund of $prior to Ms***’s complaint and she has in store credit of $for her to use on any item in the storeA representative from the store has contacted Ms*** and advised her of the credit available to her. The store has also authorized for her to use the credit at a different location as long as she uses it within the allotted days’ time frameAt this time we invite Ms*** to go to one of the local Ashley Furniture Home Stores to use her in store credit and advise her retail location of which store she used her credit atRegards Ashley Furniture Industries, IncCorporate Office **

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
Thank you for responding to our complaint and for initiating a refundThough, 2-billing cycles is unreasonably long delay for refund and follow throughThis complaint will not be resolved until the refund has posted to our account
Regards,
*** & *** ***

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the manufacture defect.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 requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.We have contacted our customer to discuss solutionsOur customer’s satisfaction is important to usWe value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Claudia ***'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 upper management team
reached out to the customer and will be exchanging out the dresser We apologize for the delay in assisting the customer, but the protocol is to repair items within the first year of ownership under the one year manufacturing warrantythe dresser was purchased 3/29/2015.We hope that the ***'s will be happy with the exchange Please let us know if we can assist with any thing else Regards, Ashley Furniture Industries, IncCorporate Office SC

*** Please See Attached Documents ***
July 12, 2015Revdex.com PO Box DuPont, WA 98327*** ***Revdex.com Resolutions Consultant: Re: *** *** ID *** I did speak with *** *** on June29th and I did tell her out company policy was a 30% restocking charge if
the item had been shippedI told her that it would not be a problem if she had let us know earlier that she wanted to get something elseYes she did tell me that Crystal, our sales representative said it could take up to to weeks for delivery, of course, this is an estimate we are dealing with a large company and it can come earlier or later for that matterOur sales staff follows up on the orders weeklyIn this case the sofa was purchased on the 23rd and Ms*** called the 29th which I realize was just six days.However, if Ms*** wanted to purchase a different sofa I explained to her that perhaps she should have made certain that the sofa she special ordered was able to be cancelled firstWith this in mind, I offered Ms***, because of the circumstances, that I would split the restocking charge and only charge her 15%I felt that we have a sofa that we have no room for and she purchased a sofa that she no longer neededI felt that this was a compromise for both partiesShe promptly declined and told me that she would take the matter to litigation. Sincerely,.,Peggy L***General ManagerAshley Furniture HomeStore

Defective lighting products with no support or replacement parts
Sell Allen+Roth lighting products through Lowes.comInstructions on item state that for missing parts, you can call their customer service department at X-XXX-XXX-XXXXUpon calling the number however, you will be told that they DO NOT carry the parts for their lighting fixtures and that you will have to have an electrician come BACK OUT at your own expense and remove the defective lighting to return their defective lighting for a refundSo NEW lighting installed by an electrician has bad partsYou pay for the lighting, and the electrician, then you have to pay the electrician to remove the whole fixture so you can return it, because these guys do not stock the lightsThey could have mailed the lights, but instead want the entire light ripped out of the ceiling, so I would have NO LIGHTS for how many days until this could be refundedAlso, the installment called for holes to be drilled in four places along the ce

Hello Revdex.com Good afternoon, Hope all is well, reached out to guest as per guest below listed concern, spoke with mrs and apologized for her inconveniences as review both. First , we have inspected guest mattress two times and found up to manufactured standards, guest was called on both occasions
by us and review with her.Second , guest living room fading & peeling issue , this is not covered under her extended plan nor manufactured warranty, however we always try our best to assist our guest . Resolution : We have offered guest $store credit to replace her living room set Mattress, guest was advised in a couple of months we can go back out and inspect again, but at this time we are unable to take back as it is up to Mfg standards. Thanks as always to bring to our attention