Ashley Furniture Homestore

I am sorry for the situation, we generally would attempt to only speak with the purchaser with regards to a transaction.  As I understand it a member of our Customer Care team has been in contact and has resolved any open issues.Thank you

Tell us why here... Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Sotiriou M[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. At...

this point in time our Store Manager at the Victorville Store has been working with the customer to address their concerns.  He feels that they came to an understanding with their back order issue and with their furniture and parts that were delivered damaged. The manager assured the M[redacted]’s that he would personally take care of them and hopefully turn their situation around. We would like to apologize for the back order of their furniture and for the damaged items that were received.  We unfortunately cannot guarantee the availability of our products and/or guarantee the condition that the furniture in delivered.  What we can guarantee is that we will do everything in our power to get them their product as soon as possible and that if something is delivered damaged and is reported within 72 hours; we will either repair it, order parts or exchange it if it is kept in the home and not refused at the time of delivery. Please let us know if we could be of any other assistance.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeSC

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.   We have attempted to...

reach out to the [redacted]’s but they do not have voice mail. We have contacted Guardsman to find out why their claim was denied.  Per Guardsman customer called in with multiple complaints which were not related to one particular instance. They said that they had a long list of issues for multiple pieces which were due to accumulation. Guardsman covers accidental damage due to a one time instance that needs to be reported within 5 days of occurrence.  We do apologize that at the time of purchase the plan was not properly explained to the customer. As a manufacture the customer does receive a one year manufacturing warranty at no additional cost.  Outside that one year warranty, the customer’s protection plan would kick in for accidental damage.   After further research, I also found that the [redacted] reported issues with their mattress and bed frame on 9/27/2016. DOD was 9/15/2015 so they did call in close to the 1 year mark so Home Store Customer Care did assist. Customer reported Mattress torn at the seams and bed frame creaky and loose.  Tech went to customers home on 10/18/2016 and found the mattress to be stained which voids out the warranty.  If the customer had purchased a mattress protector and it had failed the mattress would have then been either cleaned or replaced. I regret that at this time we were unable to assist the customer.   Please let us know if the customer would like a refund processed for their protection plan.  The refund would be prorated from the time of purchase so they would not receive the full amount.   Regards, Ashley Furniture Industries, Inc. Corporate Office SC

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.
[Ashley Furniture came with a damaged chair to deliver. So we couldn't accept it. We are waiting on Ashley to send a chair in good acceptable condition.]
Regards,
[redacted]

After reviewing Ashley respond, I will say thank you for making my statement stronger than before, this statement show other different fake and wrong investigation as the other previous two.
My Respond:
1- It’s seems to me the upper management (whom briefed only by delivery team without doing any single site visit to my house) not aware how accident area look like, it is under staircase and the damage is only 2 feet from down stare bedroom entrance which they deliver and install one of the bedroom (see attached photo No. 1). Any one from Ashley management team is welcome to visit my house and see the area.
Note: attached photo taken by my cellphone is other evidence that I was there before the accident, not as [redacted] state in his investigation.
2- Attached delivery note ( Delivery residence inspection and release) from first team on 08/31/17 is a strong evidence that my house floor were free of defects as shown in the pre-delivery column that the delivery team inspect my floor and they found every things are good any my wife has signed their inspection result.
As I stated the damage is only 2 feet from bedroom (See Attached photo No. 1, 2 and 3), there is no way someone inter this room without seeing this damage!!!!
I here by asking M/S Ashley to provide us the other copy of the delivery note (Delivery residence inspection and release) which has my comments on other column (post-condition) that delivery team damaged my floor after taking furniture back to truck.
The attached delivery note was send by team phone from my house after house floor inspected and getting my wife signature!!
But same team didn’t provide me a copy of this paper; it seems they didn’t give a copy to Ashley!!!! Which is something they should do by Ashley policy. They try covering their mistake!!!
While the second team provide me the copy (see attachment 1).
3- Please provide your support document state that my install contractor said this damaged can’t be done by your delivery team!!!!
I have document said the opposite, but provide yours as you claim that.
4- I here by asking M/S Ashley be responsible by doing their own investigation as I am their costumer and I have right to get their support agents their third party who tried to hide the truth.
I hereby attached clear copy from delivery note (Attachment 1) (Delivery residence inspection and release) from second team on 09/16/17 state that (Wood floors will be inspected before the delivery occurs. The delivery professionals will note any major flaws or damages. Any damage that occurs to wood flooring needs to be called in to Customer care and dispatch team while the delivery team is in the home.
This is what I exactly did, I had called and inform the customer care while the team was in my house and the customer care confirmed that they received damage photo sent by delivery team phone after 5 minutes.
I have refuted their three fake statements; they came every time with new different stories and statement without providing any support documents or reasonable logic.
Finally; I here by asking getting respond point by point to my statement, so we can have clear statement without jumping from story to other story.
[redacted] Al [redacted]

We have received our refund from the company, the issue has been resolved.

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]

While we can appreciate the [redacted] concerns, they did purchase an insurance plan through  [redacted] where a claim has been made to replace the set. It was delivered January 23, 2015. I received a call from them re: a squeaking noise fro the Sleeper sofa In Aug 2016, offered a service...

tech to go out to find out what is going on, she stated one was out in Dec 2015...in looking into this is was determined bu the teck we needed to order a new mech for the bed, which was no longer available in August when I was trying to order, I explained to the customer at that tome shw would need to contact montage to make a claim at this point as it was not repairable the frame was bent, montage push iot back no us so we contacted them directly and it was determined they would cover it the customer needed to file a claim, which I informed her of.....the sofa cost was $ 899.95 and love seat $549.95  the plan was $ 159.99......[redacted] has authorized for the customer to reselect to another set, as the one she has is no longer available, there is a buy out option that she was offer but did not want that. At this point we are waiting for the [redacted] to come in to reselect to another set that [redacted] insurance company has authorized her to do.

We have contacted our customer again, we understand that she is unhappy with our decision, but it is our decision.

Date: 6/23/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your complaint. We do regret to hear of your dissatisfaction and take these matters very seriously.
 
Upon review of the customer’s...

complaint we do show that the consumer did receive a reselection for the full amount of the mattress. However the customer did purchase the Adjustable bases which were not authorized as part of the reselection. The total after tax of the mattresses was $4268.38 which is the full amount the customer received. The amount of the adjustable bases was $2756.86 which was not refunded as the customer would be keeping these items. The customer also had a mattress protector and pillow they purchased which were also not refunded.
 
I do apologize but the customer has received the full amount of the in store credit that they were authorized and have already picked out new mattress to go with their adjustable bases. Ashley Furniture does not offer refunds on mattress however in this case did offer a reselection/in store credit.
 
The Ashley Furniture store that the customer has been working with has explained this to the customer as well. There was never a refund to the customer’s credit card that was authorized.
 
Please feel free to contact me with any questions or concerns.
(Reference Kingswere SR# 92942)
 
Regards,
 
 
Ashley Furniture Industries, Inc.
 
 
 
SL

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 receiving Ms. [redacted]’s...

complaint we have reached out to the store’s upper management.  Management from the store she purchase from has already spoken to her regarding her mattress.  They have advised that all sales are final for mattresses so there is no return on them.  The store management has also offered to Ms. [redacted] to come in and pick out a softer mattress at a discounted price.  The complaint of the mattress being too firm is not a manufacturing defect of the item.  Ms. [redacted] has only had the mattress for 30 days and for a brand new mattress it can take up to 60 days for a the break in period.  Ms. [redacted] has been asking to return the mattress only 3 days after having it.  Per Ashley Furniture Industries, Inc. terms and conditions “All sales are final on mattresses and box springs”. At this time we invite Ms. [redacted] to contact the store she purchased from as they did offer to her to pick out a different mattress. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint: [redacted]
I am rejecting this response because: nothing really offered in this business response. I request again his company cancel the order.
Regards,
[redacted]

Ms. [redacted] has a replacement sofa coming next week per her request.We ordered new fiber fill and new slip covers for both the sofa and loveseat andshipped it to Ms. [redacted] home directly.We hired a furniture tech to assess the warranty issue and fix the problem.The furniture tech was unable...

to connect with Ms. [redacted] because of shortnotice.We scheduled the tech again and Ms. [redacted] was not able to connect againdue to bad timing and a busy schedule.We found a new furniture tech company that could accommodateMs. [redacted] and the new tech Alisha went to her home and replaced thefoam and slip covers on the sofa and loveseat.She repaired the loveseat and offered to repair the sofa.Ms. [redacted] requested a replacement sofa which we have ordered.It should be noted that the replacement sofa wa.s ordered several weeks ago andour action is not a result of this Revdex.com notification. The replacement sofa wasordered soon after the tech assessed the frame was broken.We had always intended to honor her warranty but had to follow protocol.

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.   After looking further into...

[redacted] concerns, we believe there has been some confusion in regards to our return policy. We only have a 30 day return policy on items that are bought online and delivered to our customers via standard shipping (UPS, FedEx, USPS). As [redacted] purchase was made in-store we would follow the terms and conditions of the store. In our terms and conditions, it states, “AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse.”   We have attached a copy of our terms and conditions and highlight a few key areas to help prevent any confusion in the future.   We apologize for any inconveniences; however, we are not able to assist any further with this matter.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

July 6, 2917 I received a call from  [redacted] a manager of Ashley Furniture in Wesley Chapel, Fla.She told me their delivery men would be here on Sunday July 9 th to pick up the furniture in dispute and that we would get a refund on Monday July 10th. The men arrived at 3 pm on Sunday July 9 th. Now we are awaiting our refund, which was suppose to have been made yesterday. I will let you know as soon as it has been done. This is the only time we have ever found the need to return furniture. I can't tell you how much we appreciate your help. [redacted]

Complaint: [redacted]I am rejecting this response because: I still have not seen any refund and I am having to make payments on a piece of furniture that I never received. I have made multiple calls to their corporate office and keep being told if...

they said it was refunded it was even though the bank that my card is through states they have not received any such refund to process. Sincerely,[redacted]

They did not resolve the complaint. Eugene the store manager  did not keep his promise. Instead they charged my credit card more than the amount I signed for and authorized on 12/28/16. I am very disappointed.I am requesting a full refund for their decitedful business practices. I keep getting the run around.

Complaint: [redacted]
I am rejecting this response because:
The mattress was bought as a part of full bedroom set .The actual price of the mattress at that time was approximately $2000 and as per manufacturer it was graded at the top quality and top of the line product. The discount was applied to the whole deal however seller did not reflect that on the invoice and applied it toward the mattress only.  I suspect that at the moment of sale the seller was aware that the mattress is going to be discontinued hence he does all the above to reduce the sale price of the mattress. So I consider his actions as a scam. At this moment the same quality mattresses in their store are priced at about $2000 and the seller asks us to pay the difference in the price. I have contacted the manufacture and they confirmed that the matress we had is the top of the line. The only thing we want from the seller - to be replaced with the same quality mattress without any additional payments.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/07) */
Our guest came to Ashley Furniture HomeStore on 3/20/2015 and worked with one of our sales associated for 3 hours. Near the end of the sale as the ticket was being finalized the guest became irate when she learned there was a $130.00 delivery...

fee to be charged. the guest promptly went toward the business office and stomped her feet, yelled across a distance to employees in the office "I will not pay a delivery fee, If I have to pay one I'll cancel and go somewhere else." Wanting to try and work with our guest, the manager, waived the delivery fee, which is against standard practice. The guest then came to the counter and finalized her sale. The sales associated proceeded to go over the final ticket with the guest. The Store Policy was explained, "No Cash Refunds! Customer is responsible for condition and transportation of any authorized exchanges. A 20% restocking fee will apply because all items are special order, cancellations are not allowed." The guest signed that the items on the ticket were correct, initialed the store policy, paid the down payment and received her copy of the sales transactions. On 3/23/15 the guest called and stated she was thinking of changing tables and lamps. She would call us back. The guest came to the store that same day, changed tables and lamps. The tables and lamps which were ordered on 3/20/15 were due to come in on 3/24/15 and we needed to access a restocking fee as we were unable to stop the previously ordered pieces from shipping. Again the guest was aggravated and stated "If I have to pay a restocking fee I'll cancel the whole sale and buy elsewhere!" Again in hopes of satisfying our guest the manager generously waived a $133.57 restocking fee,(total for lost sale $651.09). Total fees waived thus far $263.57. During the wait period for the furniture, which is usually 2-4 weeks, the guest was notified some of the furniture was going to be out longer. All the way thru this process the guest was updated on the approximate arrival or delays. At no time were any promises of a 2 week delivery made. The items the guest purchased were from a new line of Ashley which has varying ETA. Our guest was very cordial after all the concessions on our part were made and all the guests demands were met temporarily. On April 20, 2015, the guest called to check on the furniture, her sales associate gave her a new ETA of 4/21, guest was satisfied with new ETA. Guest called 4/22 demanding to be delivered on that day. Typically we do go the guests direction on Wednesdays, however 4/22 we were not going to go that direction on Wednesday on that week. Guest then proceeded to bombard not only our Poplar Bluff, Mo store but also our Jackson, Mo store demanding satisfaction. Guest called, threatened Revdex.com, said she had already "told everyone on Social Media about the situation and not to buy from Ashley Furniture." The guest also stated "as a business owner myself I'm going to let everyone know how rude and unhelpful you are." after all the phone calls and trash talking we again made a concession to accommodate our guest and change our entire delivery schedule for the following weekend to get the guest delivered. When calling to give guest their allotted time frame, they quickly shot it down, they had to have it before 11:00 AM, they had plans. We rearranged time frames and made them first stop delivery. On Saturday, April 25 our delivery men arrived at the guest home and unloaded the furniture. The guest signed the delivery ticket stating they received all furniture in good and working order. Our delivery men left the guest home. Approximately 30 minutes later the guest called and stated he found multiple issues with the furniture. We then contacted our delivery men and had them return to the guest home. When our men arrived at the guests home the "flaws" were pointed out. The delivery men called the store office to alert of the damages, it was told to the guest that we would replace the damaged furniture. The guest then stated to our delivery men he, the guest, wanted all of the items to go back, they were canceling their sale and wanted their money back. Our delivery men loaded the furniture back on the truck and brought the furniture back to the store. This is the same furniture that just 30 minutes earlier the customer signed a delivery ticket stating he received was in good condition. The guest stated to our delivery men the reason he wanted to return the furniture "he was tired of the owners st" We know we did everything possible to accommodate our guest. We broke protocol in hopes of keeping the sale and making the guest happy. Unfortunately, we went far above and beyond normal procedures for a guest who wouldn't have been satisfied with any amount of giving on our part

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

situation, we have reached out to our service department. [redacted] had a service technician out on 3/16/18 who has advised that there were some parts missing. The parts that were missing have now been ordered and the order is being monitored to make sure it ships out complete. [redacted] has agreed to install the parts himself, however our service department will continue to follow up with him to make sure this is taken care of. Regards, Ashley Furniture Industries, Inc. Corporate Office KC