Ashley Furniture Homestore

Complaint: [redacted]
I am rejecting this response because:  While the couch was delivered much earlier than expected, it was only done because I called to check to be sure it had even been ordered, since it had not the first time.  During this call I was told the couch was in and would be available for delivery on 1/20. No effort was made by the business to settle this issue.  Had I not called, I believe I would still be waiting for the product.Although they say they have processed the refund, a full 13 days after it was originally promised to be processed, and 8 business days after it was promised to be processed, I have not received the refund in my account.  It has now been 15 days since I was told the refund could be expected to show in my account in 7-10 days.  Even if they had said 7-10 business days, they would have failed, as I still do not have the money.They have lied and made up excuses at every turn.  Their tactics and ethics are questionable at best.
Regards,
Theresa Robinson

Good Morning, 
 
the warranty coverage is administered by a third party company, Furniture Care Protection, who I believe Ms [redacted] has been speaking with.  They advised my team of a claim denial yesterday in which we began to review it.  At that time, we had the...

same concern as Ms [redacted] regarding coverage of the frame damage, as we agree it should be covered.  I have emailed my team this morning and they will be in contact with Ms [redacted] to arrange repair of the frame.  We apologize for the inconvenience and I have also placed a call to the management of Furniture Care Protection to see why Ms [redacted]'s claim was handled this way.   
[redacted]

Upon review of Mr. [redacted]’s claim, we have sent out a drive team with the legs for the sofa. The drive team successfully installed the legs, and customer is happy. 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]  I would like to thank Ashley furniture district manager [redacted] and store employee [redacted]  for solving my issue for me. Ashley furniture district manager [redacted] was attentive and worked hard to resolve the issue.   He listened well to my problem and arranged for me to go into the store and select a new couch at no additional cost to me. Thank you Gary, you made us happy Ashley customers! [redacted]

Thank you for the update on [redacted]’s situation.  We have reached out to the retail location, asking if they could place the order for [redacted]. They are able to place the order and will have the items shipped to the store then delivered to [redacted].  The retail location has been trying to reach out to [redacted] as the items need to be paid for before we can deliver them to him.  [redacted] would need to either pay over the phone of in store with a credit card or he would need to go to the store to sign for financing. At this time we invite [redacted] to reach out to the retail location to make payment for the items. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update on Mr. [redacted]’s claim. We have reviewed Mr. [redacted]’s claim, and Ashley Furniture is going to stand by our original offer with the part and the gift card. The gift card was mailed out on 11/22, and the part was shipped by UPS on 11/22. Per the UPS website tracking number [redacted], the part was delivered to Mr. [redacted]’s home on 11/30/17.   Regards, Ashley Furniture Industries, Inc. Corporate Office S*

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.
Correction: The sales manager from the retail location did not follow up with me. Ashley's Furniture did not actively pursue resolution. Every time they said I would get a call back from them, I didn't. The refund has been issued, but I do not consider the complaint resolved. Ashley's furniture has not made any attempt to explain or apologize (without prompt) what happened with the delivery. We received no communication from them that the couch we ordered was backordered and were left waiting on delivery day after I had taken the morning off of work. After reading the reviews on Yelp and Google, this happens frequently where customers are left waiting around for furniture that is backordered. To resolve the issue, Ashley's furniture should provide information on what they are doing to improve their customer service, communication, and delivery routine so this does not happen to customers in the future. 
Regards,
[redacted]

Sorry for the issues with the seat cushions.  The warranty you purchased was for almost any household accident that would happen to the furniture.  Food stains, drink rings, heat rings, accidental rips and tears in the chairs.  From your description it doesn't look like there...

was an accident it looks like you have an issue with the upholstery on the chairs.  Please send pictures, including pictures of the serial numbers on the chairs and your information to [email protected].  I'm not seeing that you have sent us any pictures which we would need to make a claim on the upholstery. Thank you.

After further review of Ms. [redacted]’s claim, we have contacted him, and have agreed to exchange the chair. Ashley Furniture has processed an even exchange for the chair, and is currently scheduled for 6/8. We will be calling Ms. [redacted] on 6/7 with a four-hour window time frame for delivery.     Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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 a full review of Ms....

[redacted]’s concerns, we do apologize but our home deliveries are scheduled Wednesday through Sunday.  We invite Ms. [redacted] to contact the Delivery center by calling ###-###-#### to reschedule her delivery if so needed. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Hi Revdex.comGood morning! hope all is well, we have spoken with guest [redacted] in March 2015, after we have received our service report. The extended warranty guest purchased is for accidental damages. The claim guest had made does not cover under manufacture warranty. We have offer guest as a...

courtesy to order material but will not be able to provide labor . Guest has refused the offer prior to writing to Revdex.com , I have spoken with guest [redacted] today and offer the same  to order the material free of charge, but if need labor will have to pay for installation but refused the offer.

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.This is inaccurate information. Although I have spoke with a store manager named [redacted] via email. The last contact we had was him requesting to pick up the furniture but not to refund me any of the amount due to us. The last email sent to [redacted] was not answered. That was last week. Also, I received a voicemail regarding the damage done to my apartment. I returned the call only to leave another voicemail and have yet to hear back from anyone. [redacted] the District manager for Acceptance Now was suppose to be setting up a refund for the couch payment and Jairo the refund for the delivery cost. This also has not been completed. So itis continuing that we are left in limbo for another month. [redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Waited for 5 weeks still haven't received my furniture don't buy from them

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

complaint, we have found that the items Ms. [redacted] had ordered are shipped directly to their home from a third party vendor. These items were not available to be delivered by 7/17/17. They are scheduled to be shipped the week of 7/24/17. We are unable to know the delivery date until we receive the tracking number. Regards, Ashley Furniture Industries, Inc. Corporate Office WH

Dear Revdex.com,Please convey our apologies for the inconvenience if there was a miscommunication.We proudly sell Montage Furniture Service (MFS)’s protection plans to our customers with their approval. To help our customers understand MFS coverage brochures are available at our front counters. ...

We do not set the coverage or approve claims for MFS protection plans. This service is provided by MFS directly and is an independently owned and operated company. For questions about their coverage or claims please contact them at [redacted] Once furniture covered by MFS protection plan is delivered, only MFS can cancel the service per their terms and agreements.  These terms do contain provisions for canceling the service.  While these services may not benefit every customer, many of our customers have reported that they are very happy with the services provided by MFS.  Ashley Furniture HomeStore (not MFS) does provide a promotion with the purchase of MFS protection plan. If MFS protection plan is not used within its 5 year term, Ashley Furniture HomeStore will credit our customer for the full price of the MFS protection plan. This credit is non-refundable and can be applied toward any new purchase at one of our locations.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Good afternoon, I have spoken with our [redacted] managers in regards to this consumer.  We actually currently have the sofa in our possession for repair, for the third time.  Our sofas do have a one year manufacturers warranty which we stand behind 100% in the circumstances of typical...

manufacturers defects.  Unfortunately, in this instance this is not the case.  The sofa has been deemed as abused on all three occasssions but we are stillstanding behind the warranty frame and attempting to repair.  On the second repair we actually installed additional wood and hardware in the frame to make it even stronger, and even this was damaged.  The consumer has admitted to their children climbing on the back of the sofa which falls in to the "abuse" category and should not be covered.  The sofa is now undergoing its third repair and will be delivered back once completed.  Please let us know if any further information is needed. Thank you,[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.
I signed nothing at time of purchase. I called to make my purchase (please refer to original complaint). And like I've said the past two messages, no one has spoken to me after repeated calls. I am told I will get a call back and have to this day never received one. You can check the account through the call center. I called on December 14, 15, & 16. I spoke with office manager on December 16 and was promised a call on Saturday, December 19 which was never received. I feel like you are stalling this. Please accept the return of the couch and let's be done with this. 
Regards,
Benjamin [redacted]

I apologize for the confusion.  I believe customer services has settled the open issue with you.Unfortunately delays from the manufacturer can happen and we can only update you as we are updated.  It seems that each department reacted believing you were aware of what was delayed and that...

the sales notes on the invoice were reviewed with you.

Dear Revdex.com, Please convey our apologies for the damages to our customers home and sofa.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are...

publicly available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition. We have gladly agreed to replace our customer’s sofa at no additional cost.  We have verified that a claim is open for the damage to our customer’s home.  We work with our 3rd party delivery services to process claims when applicable as promptly as possible.  All claims must be reported in 72 hours of incident.  Claim decisions are based on the facts provided and average 10business days to be processed.  We are closely reviewing our customers claim to help accelerate this process.Thank you for bringing this to our attention.Sincerely,[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept the resolution because I do not believe there was a resolution. Ashley Furniture required me to pay in full for this furniture that I ordered on Sept 1, 2014. They had my money while I had no furniture.  The $200 refund was offered If the furniture was delivered , which it was not. As far as a loaner couch, if I had wanted used furniture I would have bought from [redacted]. If Ashley Furniture does this to people all over the country, it would be fair to say they are making money from interest on the money people give them in good faith for furniture that is never delivered. After being given five different delivery dates and holding my money until Nov 24th I do no think it unreasonable to expect more than a flippant comment of just get your money back. 
Regards,
[redacted]