Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted], [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 management and our Technician services department.  Management has approved for courtesy service due to the damages being normal wear and tear which is not covered under the Manufacturing warranty or the Protection Plan.  We do have Mr. [redacted] scheduled for 3/24/17 for the technician service. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery experiences.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. We value our customer’s feedback and will thoroughly examine the described events.We have agreed to provide exchanges to our customer and our warehouse management will thoroughly inspect these items prior to their departed from our warehouse for delivery.  We will continue working with our customer to ensure he is satisfied.Thank you for bringing this matter to our attention.Sincerely,[redacted]

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

inconveniences we may have caused Mr. and Mrs. [redacted].  We did reach out to the retail location regarding the refund amount.  They did process the refund, however due to Mr. and Mrs. [redacted] financing the purchase the refund amount would actually be applied back to the financing account.  It can take up to 2 to 3 billing cycles before seeing the refund amount back on the account.  At this time we invite Mr. and Mrs. [redacted] to contact their local retail location for further explanation of the refund process. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] They are lying I can take pictures of my old sofas and send to them. They are in my backyard still as we speak. There promise to me and with my warranty was not completed

Complaint: [redacted]
I am rejecting this response because:  I disagree that the senior sales person AND the person in charge of the mattress department did not know they were selling me the incorrect base.  The sales person I dealt with, [redacted],  was a "[redacted]" per his name tag.  While I were there, [redacted] also consulted with the [redacted] from the mattress department who researched at that time to make sure the base would work with the platform style bed we purchased.    The [redacted] told me after I purchased the furniture and had it delivered that they only sell one base that works with platform beds.  I still feel like I have been taken advantage of and lied to by the sales person.
Regards,
[redacted]

Thank you for the update on Ms. [redacted]’s situation, we have reached out to the Ashley Furniture Home store regarding the credit to be processed and item being picked up.  The credit memo has been processed and we have tried contacting Ms. [redacted] on 1/8/16 and 1/10/16 to schedule a pick up date for the item.  At this time we will continue to reach out to Ms. [redacted] to schedule a pick up date with her but also ask that Ms. [redacted] contact the Ashley Furniture Home Store to schedule a pick up date, as we cannot complete the refund process until item is picked up.  Regards,Ashley Furniture Industries, Inc.Corporate office**

Hello Revdex.com, Hope all is well, reached out to guest as per guest inquiry, spoke with mr and apologized for his inconveniences. Resolution, we will pick up guest sleeper sofa # [redacted]  and we will correct at our DC , once completed we will call guest to schedule a delivery back to his...

home.The date of the pick up scheduled for at guest conveniences is on 1-13-17, and also we did advised this takes seven business days to complete.Guest agree with resolution.Thanks as always to bring to our attention

I received the below Revdex.com complaint, but I am not able to locate this customer in our system. Would you be able to help me with this? If we can get the sale order number, and city and state where they purchased from.

[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 11910810, and find that this resolution is satisfactory to me.  I appreciate Chelsea from the Long Beach location taking the time to follow up with us. 
Regards,
Ltoya W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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] To me that is False advertising I made my purchase off of how the sofa in the store felt I should have been told that this was not how this couch was going to feel once I received it had I been home at the time of the Delivery I would have rejected this sofa I wish now I had read the reviews against this store before I made my purchases also I was NEVER told that once I received this merchandise that I could not return it if I was dissatisfied this is not how you do business with the public and with customers Ashley Home Store has a lot of dissatisfied customers so I am not the first client that this was done to if this matter is not resolved through Revdex.com I am taking them to Small Claims Court and let the Judge make a decision I am not being STUCK with a Sofa that is TOO SMALL for me to sit on

Initial Business Response /* (1000, 8, 2017/08/31) */
We apologize for the confusion. We are not blaming you for the problems. Our policy, which is also on the back of your receipt indicates that picked up items must be returned to the location of pick up if any issues should arise.
We will be...

happy to correct the issues with your furniture. Since this was a customer pick-up you will need to return that piece of furniture back to the distribution center and we will be happy to make all necessary corrections.
Initial Consumer Rebuttal /* (3000, 10, 2017/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable because I did nothing wrong. I did not damage the furniture, it was already damaged when I received it and I do not believe that asking for it to be replaced is asking too much. I am appalled by what Ashley Furniture is considering their customer service. This response is generic and does not even specify what will be done to correct my issue.
Final Business Response /* (4000, 12, 2017/09/15) */
Again we apologize for the confusion. We are not blaming you for the damage, however the terms and conditions on the back of your receipt do clearly state "We strongly suggest that you open and inspect merchandise before leaving the premises." "We cannot be responsible for any damage after leaving our premises" Also that "picked up items do need to be returned to the pick up location if problems should arise." This is not just for you but for any customer pick up items. However we will be happy to make corrections for you.
Please return the chaise to the service center to be inspected. We have a full service center with craftsmen who will gladly make the necessary corrections.

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.  Ashley furniture responded to my complaint and a resolution was reached within one day of filing the complaint with the Revdex.com. Thank you.
Regards,
**

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 concerns, we certainly do apologize for the delays in both the product and the refund.  Our records indicate that our finance team is processing a refund of $500.00.  The check will be mailed on 2/8/17 from our corporate office in Wisconsin.  Again, we apologize for any inconveniences and the delays. 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,
[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 the retail store, and a refund for the charge on the credit card has been processed. We invite Mr. [redacted] to contact the retail store for assistance on the status of the refund.  Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Upon review of the customer’s claim, seen that the loveseat was supposed to be delivered 6/07, but was not able to because item on back order. I was able to get the item sooner, and Mrs. [redacted] is scheduled for a delivery for 6/10. Also I put in a request to have her time frame for delivery to be as early as possible, but not a guarantee due to the deliveries are routed geographically by customer’s address. I have spoken to [redacted], and she stated that she was going to her local store to speak to the store manager, because he offered the customer to pick out a different item. Also I spoke to the store manager, and he advised to me what discounts the customer received off of her loveseat. Original Cost: $894.35 After Discounts from the delivery fee, and what the store manager approved. The customer was only charged for the loveseat of 375.58. At this time, we feel we have made a good faith effort to resolve the customer’s situation     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 reviewing Mr....

[redacted]’s situation, we have reached out to our retail location and in home damage department to look into the matter further.   At the retail level, they have provided compensation for the inconvenience of the delivery and the unprofessional delivery team.   We are still currently working with our warehouse and in home damage department to promptly and completely resolve the property and vehicle damage.   We apologize for all of the inconveniences that have occurred and we will provide an update in regards to the property and vehicle damage as soon as possible.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Dear Revdex.com,Please convey our apologies for the inconvenience our customer experienced with the deliveries.The holiday season is a special time of year.  We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel...

undervalued.  We do care about our customers, and value each customer.  We are making every reasonable effort to satisfy as many of our customers as possible.  We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and are thoroughly examining the described events.While our customer was not able to provide her full complaint to the Revdex.com, we have successfully contacted our customer.  As a gesture of good will, we have agreed to provide additional discounts, and cancel product not yet received by our customer.  We will also provide additional craftsman services at a future mutually agreeable date to help with damages found after delivery on some of the furniture.  We hope this provides some satisfaction and peace of mind to our customer. We greatly appreciate the information provided to us about the experience. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

The consumer did phone me back and we were...

able to discuss a resolution.  She will be going by the store this weekend to inspect the piece we have.  She is going to call me back and let me know if it will be acceptable to her.  I did offer her some compensation in which we with finalize upon inspection of the piece.

I understand your frustration, but we can't get those rails that go with the bed you bought from the other Ashley Furniture HomeStore group in Tallahassee/Thomasville.  It looks like [redacted] set you up with a generic set of metal bolt on rails that normally work for customers that run into the...

issue. 
If the rails didn't work I could get you a refund on the rails, but we don't have other rails for the bed.
We are not a stocking HomeStore group, but you may want to reach out to Daytona, Savannah, and Ft Lauderdale.  Those are separate companies/groups that may have left over stock available to them. 
We are big promoters of third party warranty protection for this reason, our protection company would have bought a new bed for the broken rail.  Please review your invoice from Thomasville and make sure you don't have protection for this type of issue.
Let me know on the refund on the rails.
[redacted]