Ashley Furniture Homestore

Thank you for contacting [redacted] 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 Ms. [redacted]’...

complaint, we have reached out to upper management at the store she purchased from.  The store has issued a request for the items to be picked up from customer’s home.  The items were picked up on 4/22/16, and the store has started the process for the refund of her money.  Our warehouse management is looking into the situation with the delivery team leaving mud all over the floor and Ms. [redacted] having to pay to get it cleaned up.  They are in the process of receiving an invoice from Ms. [redacted] due to her having to clean the mud off of her floor.  Regards, [redacted] Furniture Industries, Inc. Corporate Office KC

Thank you for forwarding [redacted] concerns over to us. We show the delivery for the correct item has been completed as well as  the refund for the delivery charge.  We have made an attempt to confirm and/or inform this information, as agreed we have been asked by [redacted] to...

follow up Monday.  Thank you.

Date: 7/5/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
We have received your complaint in regards to Ashley Furniture Industries, Inc. We do regret to hear of your dissatisfaction and we take these matters very seriously.
 
Upon review of the customer’s complaint we...

do see that the customer is scheduled and confirmed their delivery of their headboard for Thursday 7/7/16. At this point we would not be able to compensate the customer any further for their prior issues. Please let us know if something does not happen accordingly on the delivery on Thursday.
 
Please feel free to contact me with any further questions or concerns.
(Reference SR# 93567)
 
Regards,
 
Ashley Furniture Industries, Inc.
 
 
SL

Thank you for the update on [redacted]’s situation.  On 3/6/18 we reached out to the retail location to inquire about the refund request.  We were advised on 3/7/18 that the refund request was submitted.  On 3/9/18 a customer service agent reached out to [redacted] to advise the request was put through and that they would follow up with him in about a week to make sure all it good. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[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 spoke to Ashley Furniture repair company on April 3rd at 8:37pm, and scheduled the repair for Saturday April 28, 2018. I was told the technician would call me the day previous to schedule a three hour window that they would arrive. I have also spoke to them 04/09/2018 at 2:56pm, when they called again to schedule the repair, and I informed them I was already scheduled. They checked their records and confirmed that the appointment was indeed scheduled.  IF they would like to see the phone records I can have them printed. 
Regards,
[redacted]

I apologize for the confusion, adjustable bases on storage bed is still a new concept for most of the team.  The manufacturer's representatives have even had to correct themselves on which models are compatible and which are not.As I understand it the issue is being handled by HomeStore...

customer service.

Hello Revdex.com,Good Afternoon, Hope all is well, spoke with guest and apologized for all her inconveniences as we do take guest concern very seriously. Resolution, guest was confirmed that she is scheduled for delivery of her LAF Chaise tomorrow 5-13-17. Thanks as always to bring to our...

attention.

I have put a request in with the warranty company to re-review the claim.  Again if we can clear the claim with either the manufacturer or the warranty company we will.  We currently have 20 customers with orders of new furniture that the [redacted] are covering because...

of approved accident claims.  One for over $4000 retail and 6 right at or over $2000 retail each.  When an exchange isn't available and new merchandise is required the sales team makes a commission on each of those claims.  It's a positive opportunity to have claims approved.  To review the purchase (your copy of the sale and delivery receipt will reflect the same)On 5.13.13 a purchase was made.  Sofa 999.70 Loveseat 950.00 Chair 725.00 Ottoman 325.30 Cocktail Table 290.00 (2) End Tables 460.00 Protection Plan 449.99 Sales Tax 293.99 Delivery 349.99 Total 4843.97.$643.98 down payment and a balance of $4199.99 to be financed.  Signatures on the credit card slip, invoice and finance paperwork.We received a fax confirming that changes needed to be made to the invoice.  We removed the loveseat and added a second sofa -950.00 +999.70.  We removed the Cocktail Table and (2) End Tables.  We lowered the Protection Plan from $449.99 to $349.99.  We lowered the delivery charge from $349.99 to $269.99.  (less furniture less protection and delivery)After change the final total was changed from $4843.97 to $3892.43.  The total was covered with the down payment of $643.98, credit $246.08, and $3002.37 was financed.On 6.01.13 we have a signed delivery slip for $3892.43.(2) 999.70 Sofas, 725.00 Chair, 325.30 Ottoman, 349.99 5 year plan, 269.99 delivery, (sales tax 222.75)You are correct, I quoted the incorrect amount, the amount paid for the second warranty, because of the credit, was $128.41 including tax.  If you believe the protection plan on this sale was not presented correctly we can refund you what you paid for it.  It will prevent you from making any future claims on your furniture.We have a signed delivery receipt from 6.01.13 that states "I have received and inspected all of above merchandise (or work performed) complete and in good condition except as otherwise notes."  We also have a signed delivery receipt for (2) new sofas on 8.01.13.  So within those two months a call and claim were made and the final result was two (2) sofas were delivered to you.  We have a history with you of providing credits toward your purchase, making sales changes to fit your needs, and making exchanges for poor stitching.  Again I completely understand if you believe you paid $1000 to have your purchased covered, you would expect more than accidents to be covered.  I have the original copies of everything [redacted]e [redacted] signed.  If the Revdex.com, State of Florida, or Ashley Corporate requests them we can provide.  All invoices and delivery slips are line item priced so it's clear on what the protection charge was.  The fax also was signed that was sent with a copy of the 2007 invoice requesting the credit be applied to the new order. If you would like the refund for what was additionally paid on this transaction for the protection plan please let us know, if we discover through review of the claim the warranty company will provide service we will update you.Thank you. Please add to the [redacted]’s response on rejection. Mr. [redacted], The protection plan company was contacted and questioned on their denial of claim for peeling on top grain leather, which is covered under the warranty.  Their notes stated the cause of damage was from normal wear.  Normal intended use will cause normal wear which is not covered.  We are not quite sure how they got to that conclusion, but it may have been how the issues were presented.  They have approved the claim under peeling of top grain leather.  They will be contacting you to see if repairing the issue area is available.  If it is not repairable, replacement parts, complete replacement or credit should be the next available options, in that order. We apologize for the inconvenience. Thank you.

We spoke with our customer this morning and agreed together on the resolution.

Hello Revdex.com Good evening! Hope all is well, spoke with guest , and apologized for her inconveniences , we have spoken with guest and ordered her the material to correct her concern, when spoke with guest this evening she is refusing to accept components ordered .Resolution , guest was given a store...

credit of $1594.00, to reselect a living room set only and guest will need to pay delivery fee which is not include in the store credit or order components and when receive to call us to schedule a craftsman to install.  Guest was also advised we will not pick up the living room set if accept store credit .Guest did not advise which one of the resolution accept stated will call us back.

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 review of the...

customer’s claim we have reached out to the local retail store, and was advised that customer received delivery on 6/27. Per the manager from the store, the customer is satisfied.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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

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.   This customer’s...

concerns have been forwarded to our upper management. They are in review of the situation and will contact [redacted] to resolve the issue.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Dear Revdex.com,Please convey our apologies for the difficulties our customer has reported with our phone systems.The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customerfeel undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible.  We have successfully made contact with our customer, confirmed that the ordered replacement parts have arrived and scheduled services with US Quality Furniture Services to complete the minor repair on 12/9/14. Our customer has also expressed dissatisfaction with a Montage Furniture Services purchase.  We cannot cancel the policy with Montage on her behalf, but as a good faith gesture will agree to refund its value to our customer.  All refunds may take up to 14 business days to process. Thank you for bringing this matter to our attention. Sincerely,[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Can someone explain why it took the Revdex.com a couple if weeks to contact the business but I only get 10 days to respond to the posted lies. What the business failed to mention is that I have contacted them weekly since November to arrange a time for the wooden furniture to be repaired and no one has responded to emails or phone calls. Thanks for nothing.

Dear Revdex.com,Please convey our apologies once again for the strain this situation has caused for our customer. We have made an error in processing the return.  I have located the error and had the local store correct it. I have been informed that the new scheduled date for return is tomorrow.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

We are attempting to reach our customer to discuss resolution.

Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because:  Nothing has worked out. I call during business hoirs on weekdays and both times they have called me during weekend after seven pm and other time was Friday after seven pm to which I missed their calls. And I tried to call them to return their call and the first time was internal hold day and I called two days ago and left message. I will call again today. 
Regards,
[redacted]

Date: 3/17/
Revdex.com
Complaint Department
Complaint ID: [redacted]
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe do regret to hear of
your dissatisfaction
Upon review of this complaint we
see that this complaint was
sent to the Revdex.com on 3/30/Ashley Furniture did not receive this complaint
until 3/12/On 1/20/the customer received a full refund of their
furniture setThe customer no longer has any of the furniture
Please feel free to contact me with any questions or
concerns
(Reference Stoneledge SR#397555)
Regards,
Ashley Furniture Industries, Inc

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 review
of the...

customer’s situation, the retail location has authorized for the merchandise
to be picked up from the customer’s home on Thursday July 16, 2015.  Once the items have been received back in our
warehouse, the retail location will process a refund to the customer.  Should the customer have any further questions
on the refund, she may contact her retail location.
 Regards,Ashley
Furniture Industries, Inc.
Corporate
Office
**