Ashley Furniture Homestore

Thank you for the information from Ms. [redacted].  Our retail location has been working directly with Ms. [redacted].  As of 10/24/16, all issues have been resolved.  Should Ms. [redacted] have any further questions or concerns, we invite her to contact the retail location for assistance.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

The facts of the matter have been made clear, and are not in alignment with the updated complaint narrative. Our offer of an additional $100 will remain in effect for the balance of November if the purchaser would wish to accept it.

Thank you for the update on [redacted]’s complaint.  We again reached out to upper management at the retail location. Our retail location has already processed a refund of $855.58.  Ms. [redacted] has already been advised by the retail location management that we will not be giving any more compensation.  She has a technician scheduled for 3/10/17 for inspection of the bed she feels is not put together properly, however the mattress and box spring she has was not purchased from Ashley Furniture Industries, Inc.  Ms. [redacted] would need to contact the retail location or manufacture of the mattress she purchased to file a warranty claim with the.  We are unable to give any compensation for the mattress and box spring.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Good afternoon, this customer's merchandise was delivered on 3/24/15 in its entirety 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. We apologize Mr. [redacted]...

is not satisfied that his claim was denied by the protection plan company Guardsman.  Unfortunately, Mr. [redacted] did not properly report his damages to Guardsman.  He contacted them on 8/24/16 to file his claim.  He reported that the damages happened back on 11/21/14.  Each incident or accident needs to be reported within 5 days of happening.  Mr. [redacted] was provided with a packet pertaining to the Protection Plan, its coverages and policies.  Mr. [redacted] will need to dispute the denial with Guardsman. In regards to Ashley Furniture Industries, Inc. assisting the customer, we apologize for any inconveniences but we do not cover accidental damages. The customer was made aware of this policy during the finalizing of the sale when he acknowledged the terms and conditions to the sale.  Our terms and conditions read as follows:Protection Plans:  Neither AFHS or Ashley Furniture Industries, Inc. provide protection plans or extended warranties. However, you may purchase protection plans that are offered by third party companies that are not affiliated with AFHS or Ashley Furniture Industries, Inc. Please carefully read these plans before purchasing them. Your rights under these plans are described in the protection plan you purchase. These plans are not backed or supported by AFHS or Ashley Furniture Industries, Inc.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeAB

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I called Ashley's furniture today after reading the email from last week. I called to hear some news regarding the furniture I had ordered two months ago because according to the email, it should arrive to the store this week. They told me one of the pieces arrived and the other two won't arrive to the store until April 11th. That would be almost three months after I first ordered the furniture back in January! If I had known that it would take this long, I wouldn't have gone through with the order. I've lost trust with this company over and over again because every time I contact them, they tell me something different. They are a unreliable company. I have a family of seven; it's difficult to be without furniture for the past two months. I've bought furniture from different stores for the last twenty years and I've never experienced such a unprofessional service. I'm disappointed. At this point I don't want the furniture. I want a full refund for the order due to the disservice I've experienced throughout all of this. 
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.Upon review of the customer's...

complaint, we have agreed to issue store credit in the amount of the Memory Foam mattress that the customer had purchased.  The customer has been notified of the credit and can work wit the retail location to select another mattress.Regards,Ashley Furniture Industries, Inc.Corporate Office**

Hello! I have talked with the **'s and be**eve that we have come up with a resolution.  I will be processing a credit memo for a reselection for the sofa and the two accent chairs.  We apologize for the long delay with providing assistance, but we are confident that they will be able to find something that does not have an odor to it, and will work in their home.Regards, Ashley Furniture Industries, Inc.Corporate OfficeSC

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. After further review of...

George’s situation, we have found that he has already spoken with our customer service warranty department.  George was offered the full amount he paid as in store credit so he can select new items and have that credit applied to the purchase amount of those new items. 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 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 [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 [redacted]’s...

complaint, we have reached out to the retail location and warehouse.  The retail location has ordered a new Loveseat for [redacted] and delivery is scheduled for 7/22/17.  At this time we invite [redacted] to contact her local retail location if she has any questions. Regards, [redacted] 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 technician attempted to repair parts of the wooden frame, which are at the bottom of the actual springs in fact supports the entire seating area, the problem are the actual springs and not the cushions, should the frame and springs be strong enogh we will not have problems with that actual cushions.  In regards to completing the service, we never got a call, in fact when I called to find out status, Ahsley furniutre told me it was out of warranty and there was a mistake by sending someone out there since the begininng.
Lastly I am very much upset about the 5-year warranty I purchased and salesperson made us believe it will cover everything as far as structure, stains and springs.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]

We did not tell the customer she was at fault since damaged was not reported to us until the day after, it might have been said that we do have a clean ticket at time of delivery stating the item was examined and signed off in good condition, but we would have a technician look at the item to see if it could  be repaired, we did not put blame for the damage on the customer, and we did not refer the customer to call the store about a damaged dresser, the store is simply a showroom, you place the orders at the store and once the item is received, and any service issues arise, then that is for the service department to handle, they would not put off a service issue on the store.Wood can be fixed, and if the wood can not be fixed then the customer will receive a new dresser. The customer has to allow our technician come to her home to examine the extent of the damage and see if it can be fixed, if the technician does not believe the item can be fixed then our service department will then re order the customer a brand new dresser.

[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 did change our policies about a year ago, but we've always mandated that a mattress protector needs to be purchased in order to be part of the Comfort Guarantee.  There could have been a misunderstanding with regards to the 7 day return policy, although it states on the back of the receipt, "The 7 day return policy does not apply to mattresses, pillows, sheets, comforters and mattress protection products."We have discussed this with the Regional Manager and he has agreed to allow a re-selection of the mattress.  We will give full credit towards the purchase of another.  Please keep in mind that if you want to be part of the Comfort Guarantee, the mattress protector needs to be purchased.  This also helps guard against any stain.  Let's say down the road you find the mattress is faulty.  With any of the mattress manufacturers, if you have a stain, it voids their warranty.  So this mattress protector guards against any stains.  If you have it on and a stain occurs, we will come clean it.  If we can't then, it will be replaced.The only other request is that you talk to [redacted] who is the manager at the Sleep Center in Norman.  He can be reached by calling ###-###-#### or by email t[redacted]@mathisbrothers.com. Let us know if you have any further questions.

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 spoke with [redacted] from Ashley. [redacted] stated she would be looking into a replacement footboard if one is available. [redacted] stated if this was not an option she would look at repair and a discounted price. I also stated if not I would be interested in a full refund of the entire bedroom set. Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Kristie P[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...

Ms. P[redacted]’s situation, we apologize for the continued delays she experienced with her items.  We apologize for the most recent delays due to Hurricane Matthew.  Our record show the desk was delivered to Ms. P[redacted] on 10/10/16.  Our retail location has refunded her a total of $145.23 for the inconveniences.  We invite Ms. P[redacted] to contact the retail location should s   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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.
I am still not satisfied with the outcome from Ashley Furniture.  They took almost two months to replace my mailbox.  I had personal mail (including bills) returned to their sender due to not having a mailbox.  It caused a medical bill to go unpaid.  Then, it still took until April 27th to receive the initial 10% discount promised to me on March 7th for not notifying me of a change to the original delivery date!!  I wasted hours trying to resolve the situation and I'm sure I would still be trying to resolve the matter if it were not for my Revdex.com complaint.  After the time wasted, unnecessary stress and having to resolve problems with other companies as a result of not receiving mail, Ashley furniture has definitely not satisfactorily resolved my complaint.  I would like additional compensation for the stress they caused me to endure over a two month time period.
Regards,
[redacted]

Hello,Consumer complaint was taken care of the beginning of January. All items were delivered to her home in San Antonio. Follow up survey was conducted and customer was satisfied.Thanks,[redacted]

Hello –
The account has been credited (CM#[redacted]- $32.35) to keep
night stand AS-IS.  Per the terms and
conditions the customer signed at the point of sale we are unable to refund the
customer for the mattress/foundations. I spoke to the customer the day we
exchanged the mattresses that we do not shuffle mattresses from customer to
customer due to health/safety laws.  I
also explained to the customer that if they would happen to have the same
issues with the mattresses to please contact us to schedule a technician for a
mattress inspection.   Once we have the
technician’s report we would work with Sealy to find a resolution.
Sincerely,
Ashley Furniture Home Store – Corporate Office