Ashley Furniture Homestore

"">Thank you for contacting Ashley
Furniture Industries, IncWe appreciate that you have notified us regarding
Ms[redacted]'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 speaking with the [redacted], this is what we have found outThe customer made a complaint with the store
regarding a flat area on her rug. The store gave the customer a $gift
card for the inconvenience and would allow her to use the gift card on a new
rug. The customer decided to keep the gift card because she wanted to use
it on a bedroom set in the near future and was given a manager's discount on a
new rug. The customer ended up purchasing the exact same rug. The
sales person questioned the customer regarding purchasing the same rug and her
comment was that it was just a minor issue and they moved the rug around so that
the flat area could not be seen. The customer left the in a very good
moodWe have asked the store to reach out to the customer again to discuss any
other concerns the customer may be having
With regards to the flat accent
pillows, I have placed them on order and they will ship to Ms[redacted] via
UPS or FedExSincerely,**
Ashley Furniture Corporate Office

Hello,   Thank you for forwarding the below concerns.   We do apologize for the delay on getting this matter resolved. We have sent correspondence to the [redacted], SC location to provide a resolution. This should be communicated to you once the outcome has been determined.   Thank...

you for your patience, we look forward resolving this matter with you.

Yes, we are in a dispute regarding the sale, we did not keep the sales add, but we purchased every item on sale, but they charged us FULL price. [redacted], the manager, told us he would get the original paperwork from corporate and get back to us. From there, he has not replied to our emails or phonecalls.Thank you.[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have been in contact with the customer to inform her of the delay on the piece of furniture that she ordered. We let her know that due to the popularity of the item we can is has been back ordered. We also let her know that as soon as we get the item here in the store we will deliver to her home...

as soon as possible. We can not be held responsible for delays from the manufacture. In the invoice that is signed by the customer it states that delays by the manufacture can not be held against the seller. As soon as the product that was ordered by Mrs. [redacted] comes in we will deliver the item.

You mention "original paperwork" is that the worksheet the salesperson uses in the showroom?  Still trying to determine if what you signed for matches what was charged to your account.  The finance company wouldn't allow us to charge anything you didn't sign for.  So if your account has more than what the invoices add up to then this can be easily corrected by getting copies of those to the finance company.

Customer has been contacted and she was scheduled for delivery on 7/16/2015.

We are attempting to reach our customer to confirm a resolution.

We've been told the Area Director, [redacted], reached out to Mr. [redacted] and they were able to come to a compromise. The $630 owed in PT Dues will be waived; however the $192.15 owed in Membership Dues will be paid by Mr. [redacted] on Monday. Mr. [redacted] membership will also then be put on a courtesy...

Medical Hold.

First of all I was more than wanting and willing to do the exchange. The problem is whenever they send an exchange, it is always a defective item. They have delivered an exchange for 6 times and every time there is always a defect on the couch. Secondly, I have contacted the protection company and they said that since they already paid Ashley furniture for the replacement, they cannot authorize a reselection, and that the store is the one to authorize that.. That is why I was requesting for a reselection because of the fact that every time they send out an exchange it was always defective. I am hoping for Ashley furniture to stand by their claim of guarantee of top quality merchandise. In my case, the furniture that they are trying to exchange is a poor quality. I don't want to have this broken couch in my living room any longer. It has been 6 months now. Please help me solve this problem and hoping to have a decent furniture for the holiday.

We reaffirm our communication that there is no assistance available in regards to this furniture that is well out of warranty.  Thank you.

Initial Business Response /* (1000, 6, 2016/07/20) */
Contact Name and Title: Raymond, Store Manager
Contact Phone: [redacted]
Contact Email: [redacted]@ahs-se.com
I am very sorry to hear about your situation, unfortunately Ashley Furniture Homestores are independently owned and operated. They...

are correct when they told you that you must go through your original purchase location to receive credit. This store is located in Greensboro North Carolina and I understand you are located in MS. We unfortunately cannot assist in this situation and this complaint should be moved/forwarded to [redacted] so they can assist with the credit. Thank you, Raymond C[redacted]

Thank you for the update on [redacted]’s complaint.  Ashley Furniture Industries is sticking to the original offer of replacing the mattress and reselect on the bunk bed.  We are upholding our terms and conditions that Ms. [redacted] signed and acknowledged at time of sale. Regards,Ashley Furniture IndustriesCorporate officeKC

Complaint: [redacted]I am rejecting this response because: They want me to believe they have no account for their purchases - this is hogwash! Documentation attached. They are NOT the victim here!Sincerely,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] situation. We 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 [redacted]...

situation, we have reached out to management.  Management has approved for in store credit (reselection).  [redacted] will receive in store credit for the amount she paid for the sofa plus tax.  She will be able to use that credit in the store to purchase a new item.  Once she has picked out a new item it will be delivered to her.  We usually do not pick up the damaged furniture that would be up to the customer to do what they want with that item. At this time we invite [redacted] to contact her retail location. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Dear Revdex.com,It is unfortunate that our customer had a poor experience trying to work out a resolution with us. We appreciate our customers feedback and her perspective.  It is true that when making a purchase with us, our customers each sign an agreement that outlines when or if an order can be canceled.  The date of delivery is based on merchandise availability which can and does occasionally change.  Unfortunately, this does not void the purchasing agreement, and our employees are not authorized to cancel sales written contractually through some leasing companies (as is true with this experience).  These are considered fair and custo[redacted] business practices within the furniture industry.  That being said it does not excuse the need for good clear communication and customer service when something un-expectedly happens that requires attention. Normally, for issues involving customer service or with delivery we look at the situations on a case by case basis.  Then we try to fix the issue, and after we determine if a discount or store credit can be offered toward a future purchase (if the purchase is not canceled).  In this instance, our customers purchase has been canceled as requested, and no money has been paid to us, by our customer, or to us from leasing company she purchase through.  If our customer still has a need for bedding for her children then we want to sell furniture to our customer again.  Our customer would just need to return to one of our Ashley Furniture HomeStore Locations to start.  There is also a need based non-profit charity that is dedicated to providing free new beds to the children (ages 3-16) of our community.  This program is called “A Hope To Dream,” online applications are processed by individual child and are available at www.ahopetodream.com.Thank you again for bringing this matter to our attention.Sincerely,[redacted]

This is fantastic and I couldn't be happier as long as it is honored. When we were contacted we were told it was a $250 in store credit vs  the total purchase price of $730.93. I was hoping to get to the store to confirm before I responded but life happens. Thank you for facilitating to make it right. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] [redacted] situation. We 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 [redacted]...

situation, we have reached out to management.  [redacted]’s sales history has been reviewed showing that the original mattress that was defective was never picked up when the credit was authorized. It was left there for the customer to use.  The new mattress that was chosen at that time was delivered and is now deemed defective.  A credit memo has been processed for the amount that [redacted] paid however it does not reflect the amount of the credit that was used from the first defective mattress. Currently we are having management review the credit to determine what that total credit amount should be.  Once it has been determined we will be reaching out to [redacted] to advise of the total amount.  It will be as in store credit as we do not do refunds. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted]’s situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon full review of...

[redacted]’s concerns, we do apologize for the delays in the refund.  The final delivery attempt was made on Tuesday 11/22/16 just before the Thanksgiving holiday.  The sale itself was cancelled out of the system on Monday 11/28/16.  It can take 4-6 weeks to process a refund when cash or check was the payment method used to make the purchase.  The refund check was issued and sent out via UPS on 12/19/16.  Per the UPS tracking number (1Z6Y472R0293694061) it is scheduled to deliver on Tuesday 12/27/16.  We apologize that the approaching holidays have delayed the shipping process with UPS. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

We take your complaint seriously and both the CEO and HR have been informed, as well as spoken to [redacted] in regards to his customer service. We sincerely apologize for any inconvenience this may have caused you.  Your cancellation request on 12/20/15 has been pushed through but no...

refund is due for the 1/6/16 charge since it was not done so within the 30 day notice time frame listed on the agreement. A copy of the cancellation form has been emailed to you for your records.