Ashley Furniture Homestore

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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 normally get Revdex.com disputes forwared onto me by my manager, but I can not find this one to respond to so I am repsonding thru this email.
sans-serif;">  Customer purchased a dresser from our Dover, De location on 10/12/2014. At the time of purchase the customer was made aware that her order would take between 2 to 4 weeks to arrive to our warehouse and then she would be called for a pick up. The customer was also told that if she wishes to cancel or change the order, she had to do so within 24hours of purchase, if a cancellation or change were to occur after, there would be a 40% restock fee. The customer agreed to the policies and signed her invoice. On 10/15/2014 the customer was called and made aware her dresser was in for pick up, the customer informed us that she would like to receive delivery instead and she would be in to pay the fee. On 10/17/2014 the customer went into the store where she purchased and paid for delivery, that same day the customer was called by our delivery coordinator and scheduled for delivery on 10/22/2014. On 10/22/2014 the customer received the delivery of her dresser, at time of delivery the team allows the customer to fully inspect the item before she signs her delivery ticket and they leave, not only does our delivery team give the customer a chance to look over the product, but a phone call is placed into our service department and customer service speaks to the customer to make sure they inspected the item before they sign the delivery ticket. The customer did notice that one of the doors on the dresser was not closing properly, it kept popping open, we informed the customer that we could get parts for that and easily set up a service for that issue. On 10/23/2014 the customer called into our service department stating there was a spot on the dresser that looks like it had been touched up by a sharpie and she wished to get a new dresser, the customer service representative explained to her that we would send a technician out to her home to see if it was something that he would be able to fix, if it was not something that could be fix, it is then decided if a new dresser needs to be ordered. The customer does not want us to send the technician to her home, she does not want damage fixed, she wants it to be replaced, we explained that is not how the procedure works, this is what is done to our product that comes in for our showroom floors, if items come in damaged, we have a service technician fix the damaged item, if the item can not be fixed by the technician then a new piece is then ordered, but before we can order a new piece, we have to have our service technician as the damage. The customer then refused to let us send a technician out to her home. In order for us to do anything with the dresser the customer accepted into her home on 10/22/2014, we have to send our technician out to her home to look at the damage and decide if it is something he can fix, or if it is something that can be replaced.

to all whom it concerns,
Here are the notes from our system on ordering the product and attempting to contact the customer:MAY ADD DEL WHEN COMES IN. GIFT CARD # X5 APPLIED. SYN 12 MO. BLACK FRIDAY. WES. 12-11 MESS PU JL 1-23 mess pu jl 4-24 MESS PU JL 5-14 MESS PU JL 6-2 MESS PU, OFFERED...

COMPLIMENTARY DELIVERY JL 7-1 MESS DEL JLWe pride ourselves in Customer Service and as you can see we made several attempt to contact without any response, including a letter to her place of residence (stating that her product was ready to be picked up, which is the only letter mailed from Ashley Homestore)and yes, Facebook. (We have done this several times as when we have receive an incorrect phone number). It clearly states in our advertising “First 50 customer receive a $100 Ashley Furniture Homestore Gift Card” which as stated in the notes above Gift Card #5 Applied.If customer would like to bring/mail us something stating this “$27.00 Bill” we would be more than happy to get it settled.
Ashley Furniture Homestore
[redacted]
Medford, Oregon  97501

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Then why did the tech tell us to call to make another appointment and saying he had another job to get to so he did not have the time to do anymore!!!  Then we call more than once to corporate being promised someone from that wood protection dept. would call us back but never did!!!  We have not only been lied to bit screwed by the way we have been treated, ignored, and others need to know how this all went down!!!  To Revdex.com, what other agencies can we alert the public about what all happened, being lied to in many ways several times, lack of communication from Ashley furniture, etc.!!!  Now telling us through the Revdex.com that now we have no warranty, never communicating back to us in anyway until we had to file a complaint then we find out this crap!!!  Consumers beware!!!  Ashley Furniture has to know very well this is not right and we need to take some other action, you do not treat your customers like this but they obviously can't see that!!!
Regards,
[redacted] J [redacted]

Complaint:[redacted]
I am rejecting this response because:
We did finally get a return call but we do not feel there was any resolution to the problem.
Regards,
[redacted]

Good Afternoon,The GM reached out to the member personally and the issue was resolved.Thank you,

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 Mr....

[redacted]’s situation, our records indicate that the RAF Loveseat (1660056) is scheduled for delivery this coming Saturday 10/29/16 (SO# 900285700).  If this date does not work for Mr. [redacted], we invite him to contact our Delivery Center at ###-###-#### to reschedule to a more convenient date.  We apologize for Mr. [redacted]’s experience and will be sending him a $100.00 gift card from our Corporate Office as a token of our appreciation for his business.    Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Better Business...

Bureau:
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,

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We have contacted our customer to discus resolution.

We are researching and attempting to reach our customer so that we may work toward resolution.

Today 10/25/2016 at 9:25 am PT I contacted GE Capital and my balance is still present and have acquired late fees. I spoke with Mary from GE customer service and she advised me the refund process should only take 7-10 business days. They but a hold on my account and will have there department investigate. I don't understand how Ashley Furniture gets away with this.. Its almost 2 months and they still cant refund the money. This is not the right way of doing business. I feel they are prolonging the process because I didn't make the purchase at there story. Not fair...          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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] 
Regards,
[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.
We just want the mattress the defective mattress to be replaced, the service tech stated that it will not void warranty and that the mattress will be replaced. What was the reason for having a protection plan on the products when the products are not being protected.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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 Advertised a Toshiba 55" led tv.  I have the advertisement.  I have a receipt that says 55 in Toshiba TV on it.  I received a 55" Westinghouse TV.  This is false advertising.  I want what I stood in line for and paid cash for.  I want the 55" Toshiba led TV.  I want Ashley Furniture to do what is right and what is the law.  I will not accept a smaller TV, are you kidding me.  I will not accept a refund because I cannot buy a 55" Toshiba led tv for $216.31
plus the time I spent in line in 15 degree weather, plus the time I have not had the TV I purchased, plus the hassle I've had to go through to get them to do the right thing.  Lastly, I will not accept another Westinghouse TV because that is what started the complaint in the first place.  I purchased a Toshiba 55" LED TV.  I would have never stood in Black Friday lines in 15 degree weather at Ashley Furniture to receive a Westinghouse TV.  I am appalled that Ashley Furniture would even try this.  No company should be allowed to deceive the public like this.  The vice president of Ashley Furniture called me and told me that I should be happy to accept ANY brand 55" tv for that price.   No is the answer.I will accept the 55" Toshiba led TV I purchased or Ashley Furniture can give me the money to purchase the correct TV at another store (price + tax).What they are doing is wrong, illegal, and crooked.  There were 4 other people that were also deceived by Ashley Furniture.Please make them honor their advertisements.
Regards,
[redacted]

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Mr[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.We have been in contact with the store and the delivery service regarding the customer's complaintThe customer spoke with the delivery service with regards to the poor delivery attempt and the damages to his homeThe delivery service will be refunding the customer's delivery fee and they will be taking care of the damages to the customer's floorMr[redacted] will also be getting an exchange of the TV stand and the fireplace insertThis is scheduled to take place on 2/16/Sincerely,**Ashley Furniture Corporate Office

We are trying to help this customer. we have not once refused service to this issue.
Customer posted a complaint on our National Facebook Page stating the issues she is having with her leather items. The manufacture reached out to the customer and told her to contact the store where she...

made her purchase, because even tho she is well outside of the 1 year manufacture warranty, they may be able to help with the issue.The manufacture also made contact with our store, we were informed that we need to get the serial number from the customers product, so that the manufacture can research the numbers and see if there were any reported  issues with the leather of maybe being a bad, defective batch.
We spoke with the customer and she was able to send in the same photos to us, that she had posted on the facebook page, we informed her that they helps us see the issue, but we also need the serial number for the items that are peeling. We told the customer that it is under one of the cushions, either the left or the right, there will be a sticker and it will say " Serial Number" and right below it list out a number. The customer informed us that she will not provide that, that she provided the sku numbers and that is all we should need. We informed her in order to proceed any further with this claim , per the manufacture, we have to get the serial numbers from the items.
Customer is refusing to provide the serial numbers and at this point, we can not go any further with this claim. If we receive the serial numbers from the customer, which again, are located right underneath the cushion, not the couch and loveseat themselves, but under the cushion, then we can go further with this issue, but until then, we can not do anything.

We are attempting to reach our customer through a phone number we had on file, and by email.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Kellie [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.   Our retail location has...

been working directly with Ms. [redacted] regarding the issue.  The retail location gave Ms. [redacted] the lamp off the showroom floor.  They also ordered her a rug at no cost.  A technician is scheduled to as the bed assembly.  We will continue to work with Ms. [redacted] on the bed until the issue is fully resolved.   Regards, Ashley Furniture Industries, Inc. Corporate 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
Nicole [redacted]