Ashley Furniture Homestore

Complaint: ***
I am rejecting this response because:Dear Revdex.com and Ashley Furniture, I cannot understand why we had to come to this lengths to get a response from Ashley furniture, we still have yet to see the delivery fee refunded as promised almost months ago nowWhy did we go through this? Ashley Furniture still has yet to follow one single thing in their contract, therefore, it should be null and voidI would much rather you put ck up your furniture and just give me my money back period, but of course you guys are going to refer back to that same contract that you yourselves did not followI have a recorded conversation with one of your customer service representatives, she knew that the conversation was being recorded and confirmed all that has happened to be true, for one of your own employees to say that you treat your customers very poorly was very interesting but, pretty on pointThis resolution you wanted was directly refused from me to you, so to say I have not responded to your matter is also funny, as we spoke directlyEverything Ashley furniture has done had been a huge, for a lack of better words (slap in the face)If I wouldn't take it from anyone, why would I take it from you guys? No thanks for your offer, again, hopefully I see my refund as promised almost months ago someday and this is not my last stop, if I had to go to these lengths to try and resolve an issue that was clearly NOT my fault the 1st, 2nd or 3rd timeThis matter will be taken to the next levels of extreme and all because of "poor customer service"This should be Ashley furniture's first priority and it is notI have many letters from people who have experienced poor customer service, even workers who wrote examples of how poorly they're treated and ex-employees who were treated unfair, not getting paid etcSo take your $and maybe educate yourselves on customer service classes, you need them
Regards,
*** ***

We apologize for the confusion.We see there has been some activity to you account since the Revdex.com Complaint Please update us at *** to any open items.We were unaware the manufacturer was going to delay production on that particular chair the dates provided initially supported a
better experience Traditionally the samples would just have been pulled from the showrooms and replaced with items that could be delivered if the issue was known We did have several guests that decided to wait and again apologize it wasn't an option for you With some financing the guest isn't charged until the items arrive to their home and they have signed for them, so refunds in those situations don't exist since nothing was paid against those items. Please reach out if additional support is needed

Thank You for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Miss Surita’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 Angelina’s
complaint, we have reached out to upper management at the retail location. Per management they will grant the customer a 30% refund as well as an additional discount on the product. The office lead from the retail location has left a personal voicemail message for the customer regarding the refund. At this time we invite Angelina to contact her retail location if there are any further questionsRegards, Ashley Furniture Industries, IncCorporate Office ND

Revdex.com:Furniture was delivery today Friday Feb20, and was satisfied with the outcome. Thank you for your support in the matter
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 the update from Mr***. After a full review of Mr*** situation, Ashley Furniture Industries, Inchas done all it can to assist Mr*** with his concernsWe have encountered many issues trying to resolve Mr***’s situation. Mr*** purchased a sofa that was too big to be brought into the residence. Our upper management made a good faith effort to resolve the issue by offering a reduction in price to reselect a different sofa that would fit. Mr*** declined to respond and reselect to another sofa. In regards to Mr***’s deliveries, we are unsuccessful at reaching him by phone. We are unable to communicate with Mr*** through the methods he is requesting At this time, we feel we have made a good faith effort to resolve Mr***’s situationWe apologize if Mr*** is not satisfied with the outcome Regards, Ashley Furniture Industries, IncCorporate Office AB

[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 *** The store refunded $(not $200) and I find that this resolution is satisfactory to me.
Regards,
HB

I contacted the consumer and apologized for the delay I assured them that everything is in motion to rectify the situation Her loveseat should be in the first part of October and we will get it delivered out to her just as soon as it comes in Unfortunately, we cannot refund them
for half their purchase as she has requested We are willing to send her a gift card for her troubles

Dear Revdex.com,Please convey our apologies for our customers dissatisfaction with the furniture quality.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.On 11/19/14, a craftsman from U.SQuality Furniture inspected our customers furniture and found the seat cushioning to be flattening All seat cushions will soften with use, is considered wear, and is not considered a material manufacturing defect. We have discussed this with our customer and as a gesture of goodwill we have agreed to allow our customer to select different furniture Thank you for bringing this matter to our attention. Sincerely,*** ***Office of the President

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 been in contact with the store and the store's upper management teamThe store manager was able to speak with Ms*** on 3/7/They discussed the customer's dissatisfaction with how the situation was handled and that he would be working with the employees in question on how to handle these types of issues going forwardMs*** thanked the manager for the apology he offered and the phone call.Sincerely,**Ashley Furniture Corporate Office

Thank you for the update *** ***’s claim, we have reached out to upper management at our retail store locationThey have advised that they have spoken to *** *** on 12/The refund of $was processed, and refunded back to account linked to that same dayWe invite *** *** to contact our retail store location for assistance Regards, Ashley Furniture Industries, IncCorporate Office SK

This customer was called and scheduled for delivery on 6/at the time of this confirmation, the customer stated she would not be home betweenand 1:due to the fact she had a meeting she could not miss, she was told that was ok, once we routed our truck we would call her back and let her know
what stop she falls at for the day and that if she wishes, since we can not give times frames of when the delivery team would deliver, that we could have the team call her hour ahead of timeThe customer was ok with that option and agreed to delivery for 6/
On 6/the customer was called and we left messages on the lines provided and made her aware she would fall at stop for the day and that would be a delivery that falls later in the afternoonThe customer calls back later that day asking what time her delivery would be and it was explained that we can not give a time but we have in our system that she is the 6th stop which would be an afternoon delivery and that our team has been instructed to call her atleast an hour aheadThe customer ended up cancelling delivery since we could not give her an exact time, and we informed the customer at the initial confirmation of delivery that we can not give time frames, the customer was already aware of this
With the customer cancelling the day before her delivery, there was to be another delivery fee assessed since her product was already scheduled, confirmed routed and loaded onto the truck for delivery, but we did not charge the customer another delivery fee, we have kept in contact with the customer with days we would be in the area for delivery and all of the days that we had given the customer, she stated just would not work for her
We have made several attempts to get the customer scheduled for delivery, we understand customers have jobs just as we do, sometimes we can not get off work to accept delivery but we do offer several options to customers to try to help them and get them scheduled in for quick delivery, unfortunately We can not schedule our deliveries around a customers schedule, the customer was never told that they would be able to pick the day they want for delivery and that we would work around their schedule, that is not how deliveries work, if we allowed our customers to tell us what day they want deliveries then our delivery trucks would be all over the place all of the time
After several attempts we finally have a date that we are in the area that works with the customer which is 7/2/2014, we have the customer scheduled and confirmed in for that day, she is once again requesting a hour call ahead which our team will give her

We're unsure about what the issue here isWe've sent technicians to fix the issues the customer mentioned regarding the leatherThe techs fixed everything back to manufacturing specifications.?

Complaint: [redacted]
I am rejecting this response because: This furniture was sold as leather. It's a blend  that's why this garbage has been peeling. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The label clearing shows the back, body and SEAT as 57% VINYL!  Definitely NOT the 100% TOP GRAIN LEATHER it was advertised and sold to me as being. You can keep trying to squirm out of this if you'd like but I won't stop until I am reimbursed for this garbage I was sold. I paid right at $3000 for what was supposed to be 100% leather that turns out to be vinyl garbage.
Regards,
[redacted]

This is not one of our stores..  I would not be able to assist..

Complaint: [redacted]
I am rejecting this response because: I did not sign an invoice. I would just like a refund. 
Sincerely,
[redacted]

I spoke with Mrs. [redacted] personally 4/28/2018 about the issue of her mattress not being delivered yet due to the popularity of the item. I let her know that the item is a popular item and the warehouse was on back order. We have not received the item yet and we do tell all customers that it takes 6...

to 8 weeks for some items to be delivered to our warehouse. The merchandise that we receive here at our warehouse is shipped direct freight from the vendor and not by third party shippers like Fed-Ex or UPS so there is no tracking number to provide to the customer. I however did offer to allow Mrs. [redacted] to come back to the store whenever she would like in order to try out other mattress's in hopes that we could resolve the issue by letting her get a mattress that we have in stock.

Tell us why here...[redacted] came into my store and entered into a purchase agreement that clearly stated on the front side that all sales are final and no cancelation or returns allowed !! It is printed on the purchase order, highlighted and signed by [redacted] ! On this invoice there was 3 pieces of...

furniture listed and paid for , a right arm facing sofa a left arm facing sofa and a ottoman - on this particular sofa you can add and subtract pieces to change configuration -The salesman get her the ticket and [redacted] fine and paid for those three pieces once the furniture arrived we set up delivery I want to do every people arrived home this was not what he wanted he actually wanted more pieces of furniture yet only paid for three [redacted] refused to except the pieces that he ordered so the drivers reloaded the items and brought them back to the store [redacted] actually beat them to the store interstore like a bull in a China shop demand that we give them a 13 and always not to know more money very assertive and overbearing I told [redacted] I needed to talk to the salesman figure out what happened and I would get back with them once I look at the situation I kind of doubt that even though [redacted] should've realized it only paid for three pieces and wanted for the salesman had a responsibility to make sure that he was accurately describing the items to the customers so I agreed to give [redacted] an armless loveseat to complete a set [redacted] was still planning an overbearing threatening to change the rules in which there was no basis song delivered to try to appease him I told [redacted] that I would look look and see if I had an arm is loveseat in somebody else's order that I could borrow it from to get this to them ASAP and the Fact is I had a order for a different person that had two of the three pieces for their order and I did not feel right taking a item from someone that was waiting to give it to someone who did not order it so I called that customer and asked them if they would be ok with the one on the floor as their order was not in yet and the one on floor had only been on display about 4 weeks! They were excited to have it before Easter and accepted my offer . So I took their still wrapped armless love seat and moved it to a satisfaction ticket for [redacted] at no charge . Called to set up delivery and again was met with unrealistic timelines but we accepted in a effort to make him happy ! We unwrapped all 4 pieces in the truck and installed legs then delivered to me smith I have pictures of wrapping and serial numbers and each piece has serial numbers - we delivered to [redacted] and he accepted and signed our form that says he received all items in good shape and was accepting them -- we also removed the floor model and shipped it to that person - later that day me smith came in and saw the floor model was gone and went ballistic and was banned from the store as a result ! He then started saying the love seat did not match when just hours previously he had signed and accepted it !  [redacted] had then called in and talked with management and made demands that were unrealistic and accusations that were false - I have listened to every call and came to the same conclusion as management ! A time later [redacted] came in and I engaged in a conversation with her , even though she was protective of her husbands views I understand that even though they listening to the recorded calls I knew she was wrong , I still went to her home and looked at the furniture , now it was they got a used ottoman and love seat - I took pictures again of serial numbers of items in their home so I had exclusive proof! But in a effort to please them I agreed to replace both pieces !!!! The love seat had nothing at all wrong with it in my opinion -- the ottoman had a few scratches on the legs from draging it across the truck floor instead of lifting it - both pieces are on here and to be delivered this week

This is not one of our store..  We don't own the store in Cape Giradeau.  Please forward tot he correct person and remove from are account..

Desired Settlement:                     
Since after 1 month 11 days, they are not able to fix the issues or re-deliver non-defective furniture so I want full refund on all furniture items. Total amount = $6350.61. They can take their defective furniture from my home.
We purchased new items from the factory and attempted a second delivery and you felt that even those products were not produced to your satisfaction.  We have had the delivery service come by and pick up all the items you claimed defective as well as items that were not defective just not designed to your specifications.  We have confirmed all items picked up by the delivery service and the refund will be processed accordingly on the items picked up. The mattresses have been used and there was no claim they were ever defective. I also understand you kept a children's bedroom group.  I believe we have met the complaint and have picked up all the pieces the customer had an issue with.