Ashley Furniture Homestore

Complaint: [redacted]
I am rejecting this response because: The tech down right ignored what I was saying when he came out. Yes the middle leg supports were, are and continue to be loose, broken however so is the ENTIRE frame. His suggestion of putting a piece of balled up foam under it was not a satisfactory resolution. When I declined him putting the balled up foam under the middle support beams he stated that there is nothing else that could be done and we would keep having the issue. I asked if we can put a carpet under the legs and he said "sure." The majority of this techs time was him sitting in his van prior to coming to my door. 
The date I was given in July when I called several times is insane. The manager Jerry refused to return my calls which is very unprofessional. This is a faulty product that the store should make good on. 
Sincerely,
[redacted]

Mrs. [redacted] received delivery of her double reclining sofa
and loveseat on January, 30 2013. When Mrs. [redacted] went  to the store on 3/19/2015 she was greeted by a
sales person, she described her problem the sales person immediately took
her to a sales manager. At that time she...

reviewed her concerns  with one of our  sales managers, The sales, manage knowing the
customer was out of warranty, had the customer placed on the phone with the
customer service department. It was not the sales managers intent in any way to make
Mrs. [redacted] feel that her concerns were not important or that he did not care.
We sincerely apologize, she felt that way. We are  at this time trying to assist  Mrs. [redacted] with the issues she is having
with her merchandise.

Hello Revdex.com,  Good morning! Hope all is well, this response is for the claim from guest [redacted], reach out to guest today and have apologized for any  inconveniences. Guest , Mr today confirm that he do not want to return the two accessories that that he kept, which is the Lamp and a...

clock.  Guest has the understanding that the product he kept should paid for by him, but is refusing to do so.Resolution, we will have guest keep those two items at no cost to him, we also will ensure that he does not receive any other letter or call to return those two products he kept. Thanks as always to bring to our attention.

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. 
I would like to thank Pedro and Mary for resolving this simple issue. Mr. [redacted] is very unprofessional and very disrespectful. You should never walk away from a customer, because you do not know how to resolve a simple matter.
Regards,
[redacted]n [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]

Hi Revdex.comGood evening!                        Hope all is well, had spoke with guest earlier today, and apologized for all the inconveniences. Resolution, we will be exchanging guest chaise & love seat. Guest was given 11-20-15 delivery date. Thanks as always to bring to our attention.

Hello Revdex.com, Good Evening! Hope all is well, call guest and apologized for his inconvenience, the following was offered to guest to resolve his concern:Resolution, offered for guest to exchange table to counter height in the same series, refused , guest will only accept refund in full for his...

extended plan.Guest will be refunded in full for his extended warranty back to his visa card $549.99 + taxes $38.49  total of $588.48. Guest is aware once refunded in full do not have any coverage for his entire purchased , guest stated agree and understand. Thanks as always to bring to our attention.

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding [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 mannerWe have left the customer a voicemail asking him to contact us back with more details on the furniture and who he has been contacting to try to get a resolutionSincerely,**Ashley Furniture Corporate Office

[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]

I have contacted our customer and we have agreed on a resolution.  We have an appointment scheduled next week as agreed with our customer.

I did not call the next day as they stated. After the dresser was delivered and after the scratches were noted by the delivery driver. They departed my home. I then pulled out the dresser from the wall  this is where I found the other damage. I immediately went to my door to stop the delivery driver. It was too late they were turning from [redacted] road to [redacted] rd.  I then contacted Ashley furniture the same day maybe 10 minutes after they left. I spoke to manager I beleave his name was  [redacted]. Again I did call the same day along with the next day. I have contacted them six times to Ashley and about 7 times to Lubbock Texas there customer service department.

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 further review of [redacted]’s...

situation, we have found that we have processed in store credit for the two items in question.  [redacted] has used that in store credit to select new items. Those new items are showing to be picked up at our warehouse by [redacted] on 2/8/18.  We invite [redacted] to contact our customer care at ###-###-#### if she has any other questions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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.
The door met specifications for delivery. Two separate delivery services subsequently moved couches through that door without incident (in addition to a third that moved our old couch in when we moved to this apartment). The delivery was possible, but the delivery service chose not to make it. The reasoning for this expressed by the business is specious, as the implication of "It's $75. I don't want to do it," as stated by one of the deliverymen, is clear, and has nothing to do with concern for merchandise or property.If the door meets specifications for delivery, failure to deliver is the fault of the delivery service. The business needs to refund money collected for a service it subsequently chose not to render.
Regards,
[redacted]

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.
 
The...

retail
location has been working directly with Mr. [redacted] to resolve the issue.  They will be issuing a credit and have made
arrangements to assemble his entertainment center.  We truly apologize for any inconveniences
this may have caused.
 
Regards,
Ashley
Furniture Industries, Inc.
Corporate
Office
**

Date: 12/30/
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 the
customers claim the issues the
customer is having is not covered by their Guardsman planPlease refer back to
your plan booklet
The customer stated to Guardsman that their recliner was
set too closely to the wall and had been rubbing on the wall causing a scuff on
the back of the recliner that was happening over timeWhen reading through
your Guardsman plan you will see that all accidents or incidents covered under
the plan must be reported within days of the accident happeningDue to the
customer stating this was happening over time this would be considered wear and
tear and not an accident reported within days of happening
Please refer back to your Guardsman pamphlet handed to
you at the time of purchase and #on the "What is covered" section explains "Any
puncture, cut, tear, or rip from a specific incident." Also, you can refer to
the "What is not covered section where it explains "Wear & Tear Caused by
Repeated Use."
I do apologize but both Guardsman and Ashley furniture
are following our policies and procedures and will not be able to further
assist with the customers issues
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR# [redacted])
Thank you for giving me the opportunity to respond to
this complaint
Sincerely,
Ashley Furniture Industries, Inc
Corporate Office
**

Please update the address on this complaint, this complaint should not go towards our Concord Pike location for this was a customer from our Brandywine DE store that closed down on 12/1. The address for this complaint should be [redacted]
This...

customer put a down payment on this sale on 6/29/2013 the customer was given until 7/15/2013 to pay for product in full. On 7/11/2013 the customer still did not have the order paid off and management extended the dead line to 9/17/2013. The customer still did not pay off the order. Instead of the customer losing her deposit as stated on 6/29/2013 we allowed the customer to use her amount as a store credit. The customer came into our Brandywine DE location on 10/30/2013 and used her store credit towards a new purchase. The customer was made aware that her sale was final there were to be no cancellations no refunds or exchanges.
The customers order came in in November and the customer was not ready to accept the order yet, we made the customer aware that she had until 3/3/2014 to accept delivery or storage fees would occur.
Once the customer was ready for delivery, we called her and confirmed her in for a day and at this time of confirmation we went over and verified the address we would be delivering to, which was her address in [redacted], not in Newark, NJ. The customer confirmed the address with us and we scheduled her in.
Come time of the delivery, our team gets to the address in Secane and we call the customer to let her know we are there for delivery, she then decides to tell us she moved to Newark NJ and that is where we need to deliver to. Our delivery team told the customer we can not deliver to you in Nj that is out of our route and we can not do it, the customer then told our team that she "Okay'd it with the coordinator" which is not true her new address is 4hours away and our team knew this was not true and told the customer we would not be delivering to her that day.
Our delivery coordinator spoke to the customer again and made her aware that we do not delivery to Newark NJ and we will not be delivering to Newark NJ, the customer should of made us aware of the address change when we verified where would be delivering and she did not. We told the customer that she needs to pick her order up, it has been at our warehouse for a long time, we will not be delivering your items, you need to pick them up. The customer then said OK and that was the end of the conversation.
The customer has called back several of times asking us when we are going to deliver and we keep repeating and telling the customer we are not delivering to you, you need to pick the items up. The customer has even called us and has given us fake information trying to speak to different people to see if she can get different answers and we tell her the same thing every time, you need to pick your items up.
The customer has even spoken to the owner who has offered to refund her her delivery fee even tho we did attempt to make the deliver to the address that she verified with us, but we still have offered to refund her delivery charge. The customer will not accept that and still continues to call and still continues to give fake information.
There is nothing else we can do for this customer, her items have been in since November she will not receive delivery, she needs to pick up her items or storage fees will start to occur.

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.When I purchased this mattress from Ashley Furniture in 2012,  I paid right around $2,000.00 for the bed alone. ( my receipt is attached) I was told by the salesman that my mattress set had a great 10 year manufacturer warranty by Sealy as long as I purchased the mattress protector, which I did. I was never provided any warranty information regarding what to do in the event I needed to utilize this warranty. I have used the mattress protector for the life of the mattress. After communicating with Ashley Furniture regarding the warranty of my mattress, they informed me I needed to go through the mattress protector company (GBS). After going through all necessary steps that GBS required, I was informed that my mattress protector was defective and my mattress would have been warrantied ONLY  if I had reported the damage within 5 days.
The fact is when I reported the damage to Ashley Furniture on 6/24/15 and was informed of this 5 day requirement on 7/13/15.
Had Ashley furniture properly assisted me with this process, I would have it reported within the required 5 days and my warranty would be valid.  
Due to the  fact that Ashley Furniture took so long to help me , my warranty is void? That doesn't make much sense.
If I'd of had the proper channel and been told I needed to contact within 5 days, I'd of done so. As you can clearly see I put in a diligent effort to resolve this matter. Regards,[redacted]

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. As a previous response stated, Ashley Furniture has a no return no refund policy. Several management employees have been in contact with Miss [redacted]. Regional Manager Ricardo has explained this to the customer as well as offered her a reselection or replacement option on her adjustable base to accommodate her request of a split mattress. There is slight +/- tolerance with mattresses to the chances of them lining up 100% of the time is not possible. The mattress currently in Miss [redacted]’s home is up to manufacturing standards so there is nothing Ashley cancurrently do at this time.  At this time we invite [redacted] to contact her retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

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 further...

review of customer’s complaint, we have found that while the dollar amount of furniture covered is up to $1500.00, [redacted] only paid $169.99 for the protection plan.  If a refund were to be given for the protection plan the amount refunded would be $169.99 not $1500.00 as that is not what was paid for the protection plan.  As for what is covered by the protection plan, yes they cover “any puncture, cut, tear, or rip”, however it continues on to say “from a specific incident”.  I have attached a copy of the Protection Plan terms and conditions as well. At this time we invite [redacted] to contact our customer service at ###-###-#### if wanting the refund of $169.99 for the protection plan.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

[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 11909030, and find that this resolution is satisfactory to me. 
Regards,
Anne H[redacted]