Ashley Furniture Homestore

[redacted], accompanied by [redacted], purchased a sectional and other furniture on 9/16, with tentative availability of 3-4 weeks (original sales order attached) for pick up at our store. We were aware of the consumer desire to pick up their furniture in time for a special event, and...

we made every reasonable effort to get it from the manufacturer within the desired timeframe. We cannot as a practical matter, and do not, promise a date certain for any ordered product, and no such promise was made in this case.
While we were initially advised that we would have the product in by 10/4, we were advised days before that it would not be coming on that truck, and the next day informed the customer.  In order for Ms. [redacted] to have furniture for her event, we were able to procure a similar piece (albeit a different configuration) and offered to deliver it for no charge. Further, for the inconvenience, we allowed the customer a $250 credit to apply against a $500 rug they wanted to add to the order (see revised sales order attached, with rug added and product protection plan removed per customer request.) At the time of this offer, the customer was also offered the option of a full refund, but opted to take the $250 credit and apply it to their purchase; also declining the free delivery and proceeding to pick up the furniture.
Subsequently, I offered to exchange the furniture now in their home for the configuration originally ordered, with no charge delivery and removal, and to reimburse them another $100. They did not  respond directly to this offer, thereby indicating they prefer to keep the configuration they originally picked up, and have opted rather to file this complaint.
In summary, customer has a product they prefer, received it within the quoted tentative timeframe, received it in time for their special event, received $250 in credit and have been offered an additional $100 to be applied to their account. We have gone above and beyond reasonable expectation, and would urge Mr. [redacted] to accept the additional $100 offered in good faith.

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

complaint we found that Ms. [redacted] did not purchase from an Ashley Furniture Homestore, she purchased online.  We did reach out to our online team regarding her situation.  Upper management for the online team has spoken with Ms. [redacted].  They have completed a credit adjustment (refund) for the B428-54 and B428-57 and Ms. [redacted] agreed to dispose of those two items.  The L207824 was included on that same credit adjustment but that item is to be returned to the warehouse.  The delivery fee was included as well. Regards Ashley Furniture Industries, Inc. Corporate office KC

Complaint: [redacted]
I am rejecting this response because:After a multitude of phone calls with an individual in the Office of the President, a resolution had been discussed over the phone.  The verbal agreement included three action items: one, the old sofa would be picked up and two, I would receive reimbursement for that old sofa, that lasted only 2-3 months, and three, I would receive reimbursement for the new sofa I never picked up.  The representative said I would not receive any paperwork until after the sofa was picked up.  I finally did get the one check for the old sofa I but have not been reimbursed for the new sofa.
Regards,
[redacted]

Every item ordered is special ordered for the customer, we do not keep items in stock in our warehouse, if an item is cancelled for any reason( no fit, change of mind etc) we do not have room in our warehouse to stock those items, again they are special ordered for the customer, that is why we have a restocking fee for any cancellations after 24 hours. A no fit is a cancellation, the item does not fit in the customers home, they no longer want this item because it will not fit in their home, then they are cancelling that item.
 
As stated before, the product is ordered for the customer, when the product comes in and the customer picks up, we open the product for the customer to inspect. The customers first time seeing the product, is our first time seeing it as well. Unfortunately some items do ship to us damaged from the factory, it is not a situation that happens often, but unfortunately it does happen. We can not penalize and force the customer to take something that came in damaged from the factory, what we can do is make the situation right, and either repair and make it up to Ashley manufacture standards, or if that can not be done, then we re order the item for the customer.
The item was correct and the customer was called and made aware it is ready for pick up, the customer came in on 3/26/2016 and fully inspected, signed for and took possession of her sofa.
As of 3/26/2016 the customer has all of her items that she has purchased.

Thank you for the update on [redacted]’ situation.  We apologize for the inconveniences we caused.  We have reordered the part and verified with UPS that it is being sent to the right address.  The UPS address validation system didn’t recognize the address therefor it changed to that general area.  We have verified with UPS that the address we are sending it to is correct.  Per UPS Tracking number 1Z35451[redacted]67, part is scheduled to deliver on Friday 8/11/2017 by end of day. We would like to offer a $200.00 gift card to Ashley Furniture Industries, Inc. HomeStore for the inconveniences we have caused. We invite [redacted] to contact our customer service department ###-###-####, if willing to accept the gift card offer. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Date: 5/5/16
Thank you for your response to [redacted] Furniture in regards to your situation. Upon review of the response it is important to remember that Guardsman is a third party company. [redacted] Furniture is not responsible nor can [redacted] Furniture make decisions on Guardsman behalf.
As stated in the first response Guardsman gives the customers 60 days to complete their pick up furniture. This was not done so on the initial claim. As a courtesy only Guardsman is reinstating the claim and allowing the customer another week to complete the exchange. We do apologize you are not happy with the situation.
Regards,
[redacted] Furniture
SL

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] A [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 further review of...

[redacted]’s complaint, we have found that we did send out one of our service technicians on 5/23/17.  Our service tech found the mattress sitting on top of the box spring that was sitting on the floor which is not proper support per Simmons warranty guide lines.  Simmons is the manufacture of the mattress while Ashley Furniture Industries, Inc. is the retailer.  We have to follow the warranty that Simmons provides for their mattresses. The warranty states under “What is excluded under this warranty?” *Mattresses not used with a proper foundation. Examples of proper support include: Simmons foundation or a supportive, rigid non-yielding foundation.  Queen, Olympic Queen, and king size must have sufficient center support. The appropriate Simmons adjustable foundation. *Simmons product that is stained, soiled, or infested with vermin even if defective. Per the service tech’s report there was a 1 ¾” depression in the mattress, however the sides were collapsed in and the mattress had multiple stains on it. Although Ms. [redacted] had the mattress cleaned, we are still unable to warrant the mattress and allow replacement or reselection.  Due to the stains that were on there the warranty is voided. We apologize for any inconveniences this may have caused, however we have done all that we can for [redacted].  Unfortunately there is nothing more Ashley Furniture Industries, Inc. can do her mattress has no warranty on it. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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 further review, we have found out that the refund request has been processed and submitted for the amount due back.  The refund can take anywhere from 3 to 21 business days depending on how Mr. [redacted] paid for the items.  At this time we invite Mr. [redacted] to contact his retail location if he has further questions. Regards Ashley Furniture Industries, Inc. Corporate Office KC

Purchased a couch, chair & ottoman from ashley in Hoover Al. In March 2012. The color is coming off of couch. We purchased a 5 year warranty and they say it is a manufacurer defect and will not cover. This is absurd. I am completely irritated with this farce of a company. I will never purchase from there again and am telling everyone I know also not to. The manager got on the phone and said well you have purchased a car before right? I wanted to strangle this man.

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 whom it may concern i am not satisfied with credit of 2597.27 because I paid $3000 and this included delivery fees and accidental damage protection. When I called warranty protection and explained the situation that the sofa is cheaping leather I was told it’s not covered. I had to call Ashley Furniture and provide them pictures. Once I did that I was promised parts replaced, which first part came with chipped leather and second piece came okay condition, however the other parts start to chip. Then I was promised a brand new replacement couch and instead I got USED damaged couch in worse condition. I do not trust a company when company instead of honoring their word wasting customer time. Where is your customer satisfaction where customer is getting more and more upset because the quality is not there and when I bought warranty I was told this will cover anything , and it’s not what I was told when I called warranty after I purchased.I am respectfully asking to 100% refund. I went to your retail store more then 3 times, and manager took a copy of my sales receipt promised to call me back and never did. I am not happy with quality of your product or services I received. Please issue a refund and pickup items ASAP.
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 receiving Mr. [redacted]s...

complaint, we have reached out to the retail location he had purchased from.  Management had reached out to Mr. [redacted] and advised that the table he was requesting would be sent to him.  Per the conversation between Mr. [redacted] and management this is what he wanted in order to be satisfied.  The table(s) were delivered on March 30th.Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

Complaint: [redacted]I am rejecting this response because:  It was the store on Benson and Seward highway.  The owner Dave has admitted fault and we are trying to figure out on exchanging the coach and love seat.Regards,[redacted]

Thank you for forwarding [redacted] concerns over to us. We have reached out to resolved the matter. We have left a message confirming rescheduled to his outstanding items and the option to callback following successful delivery to negotiate a form of compensation. This message was left 1/1/2016 at...

12:32pm est. Customer was called again 1/7/2016 2:33pm est. which was after successful delivery of outstanding item. Spoke briefly with customer, because of prior arrangements did agree to follow up later in the day. Customer was called once again at 6:05pm est. because his arrangements from earlier was reschedule due to an emergency, he agreed on a follow 1/8/2016 after 6pm. 
We are working very close with customer towards resolutions, once we are able to get closure, we will further advise.
Thank you,
Ashley HomeStore.

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 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 Mr....

[redacted]’s claim, we have reached out to management at our retail store location. They have advised that they will be exchanging the TV stand, and this is scheduled to be delivered on 6/13.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Hello Revdex.com,               Good evening, Hope all is well, call guest regarding complaint received, was unable to reach guest but left a voice mail that we do apologized for his inconveniences . The requesting missing components was...

ordered for him. Resolution, the components shipped on 10-5-16 by UPS , tracking number [redacted]. Thanks as always to bring to our attention.

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 review of Mr....

[redacted]’s complaint, we have reached out to upper management at our retail store. Mr. [redacted] received everything correctly, and in good condition today 8/18/17. Management at the store level has advised they did speak with the Mr. [redacted], and he accepted the compensation offered at the store level.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Revdex.com
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 we take these matters very seriously.
 
Upon review of the customers claim the customer called Ashley...

Furniture on 6/22/2016 to report that their headboard and footboard were fading. The customer’s furniture was delivered on 12/04/2010. Ashley furniture holds a 1 year manufacturing warranty and this customer has had their furniture for 5 ½ years. I do apologize but Ashley Furniture would not be able to assist with the issues the customer is reporting.
 
Please feel free to contact me with any questions or concerns.
(Reference Kingswere SR# 93188)
 
Regards,
 
 
Ashley Furniture Industries, Inc.
SL

[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.  The business has already reached out to us and will be issuing a refund of the item

We apologize for the confusion.  This is not a normal event for us.  We brought in another company to assist in the promotion.The prices listed are not original, but more of a compare at price against what competitors price their items for.  We promote lower prices for the same...

fashion.Internet prices even against the HomeStore website can be lower on some items.  We don't price the same because they operate as a different company and have different promotions and operations.Protection plans and Delivery should be shown at full value on every invoice.  We use third party companies to support these tasks and will reduce the furniture to support any discounts to these categories instead of the categories themselves.Again, we apologize for the confusion, a better explanation of how the invoice was going to be priced should have happened before you left the store.If you have already processed a dispute with your Credit Card company we will honor the dispute and the sale will be cancelled.Thank you.