Ashley Furniture Homestore

Unfortunately the customers bed was sent to us without legs, this was not noticed until time of delivery. At the time of delivery when it was discovered that the legs were missing and the bed could not be assembled without them, a call was placed into our service department and the legs were...

ordered immediately.Once the legs were ordered, we placed a call in to the parts department and they made us aware that it was not something they were able to ship right away and that it would take several weeks to ship. Once the phone call ended with our parts department we called the customer and made her aware of the time frame we were given, and told her if anything had changed we would keep her up to date.
Weeks went by and still no update with a better date from our parts department, we kept getting told that it was not something they had in stock and could not ship them, we informed the customer every time we talked to the parts department of the time frame we were given, even tho the time frame never changed, we still called the customer and made her aware.
After another week of the legs not shipping we finally placed a call to a different department and complained of the time frame for shipment, once a complaint was placed, the legs shipped that following week to the customer. On 12/18/15 we went out to the customers home and picked up the pieces that needed installment, on 12/22/15 we took the completed bed back out to the customer and as of 12/22/15 the customer has the full assembled bed.

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 belowtheir response was in regards to a previous claim that was not the issue that I'm talking about if you talk to Michael Paul then he is aware of what the issue is
Regards,
[redacted]that was the first issue that I had with Ashley furniture this is a separate issue I have talk to Michael Paul and he has all the information and my paperwork

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.]I did get a call from my Ashley Furniture store where I bought the bed, saying they are sending me a check from the head office within 5 to 7 business days. But then I've heard that several times before from them, and never received a check. As you can see it's been a long time, since March!!What they said in their response to you was not true. I did not change my mind at all!!!! And they did not take the money off another product, you can see by my receipt, and the packing slip what I paid for and what was delivered. The salesman advised me to buy the frame  at the same time as the bed rather than my old one not fitting it, he told me just give me a call and cancel it when you get home if you're old one is adjustable, which I did because I saw my old one would fit!!! I called the exact same day, and canceled within hours of purchasing it!!! But they still haven't refunded my money.See attached receipt, and packing slip. 
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 Ms....

[redacted]’s claim, we have reached out to management, and we would like to offer an even exchange of the dining room table. We invite Ms. [redacted] to contact our Customer Care Department at ###-###-####, if she would like to accept this offer.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We have made contact with the consumer.  We advised her that we would swap out her piece.  She was happy with the resolution.

Dear Revdex.com,We appreciate our customers feedback.We did agree to a resolution and have been in contact with our customer.  As stated in our original message refunds may take up to 14 business days to be completed.  At this point our customers refund has cleared our accounts and is with the financing company.  Unlike an electronic funds transfer, retail refunds made to the financer involved are processed per their terms and agreements, and may not be instantly visible on the account.  Our customer has been provided with the most current information that we have from the manufacture.  With this information have scheduled the next delivery attempt to take place on 1/17/15, and our customer has agreed to this.  We appreciate our customers feedback.Thank you for bringing this matter to our attention.Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10[redacted]08, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

After reading the consumers issue based on the purchase date I reviewed the sale in our system. The customer purchased one year ago from an associate that has been gone from our company for 10 months. If the customer last spoke with her associate then the issue did not recently occur. The customer...

also purchased a five year protection plan therefore if the furniture was not given away as stated then we could possibly offer some assistance if the consumer would like to speak with us, again assuming they still have possession of the items. They are welcome to give us a call if this is the case. Thank you.

Initial Business Response /* (1000, 9, 2015/10/27) */
In our experience a table does not collapse in this way without some sort of pressure. We communicated this and the call was ended. We have again spoken to this guest and they will send additional pictures to see if we can place this though...

warranty.

Ashley Furniture HomeStores, [redacted] is locally owned and operated.  Ashley Furniture Industries is a separate company.  The largest manufacturers we order from are for Ashley Furniture, [redacted], and [redacted] mattresses.  Everything in detail is explained on the contract you signed and reviewed in the showroom.  Thank you.

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

McKinny’s claim, we have reached out to upper management at the retail location. They have contacted the customer, and left a message that a refund can be processed for the mattress pad, and protection plan. We just ask that the mattress pad comes back to the retail store in the original package. We invite Ms. [redacted] to visit her retail store to have this processed.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

We have attempted to reach our customer to confirm the resolution.

I am not following since your order seems to look like every other order we have.You placed an order in February and at Point of Sale was given an Anticipated delivery date in March.Due to weather and the dock workers strike on the west coast many items were delayed.  We attempted to deliver in...

late March, but you refused the items.  Didn't exceed a month or even close to a year as your complaint stated. Your invoice has line item prices so all items are showing prices.  You received discounts, listed on your invoice, that exceeded the price of the warranties so I can see where one could argue that the warranties didn't cost you anything additional.You describe it as illegal if someone who purchases more receives a discount.  We see it the same as a retailer that has buy one get one for 50% off.  If you just buy the one it is at regular price, if you buy more then you would receive a discount.  By adding the warranty a discount was given to the furniture, the discount exceeds the price of the warranty which makes the warranty virtually free.You paid up front so I don't understand the complaint on payment packing, usually this refers to a business that inflates the monthly payment knowing they will be adding more products before final paperwork is presented.  Our longer term financing is interest free so usually you would take the balance and divide by the promotion to get a payment.  So there wouldn't be any packing available to simple division.  Your initials are next to "ALL SALES ARE FINAL.  Estimated Delivery Date may change.  Our Scheduling Department will contact you when your items arrive in Jacksonville."  We made the investment with manufacturers to get the products you picked in and you signed off on the contract and agreed to the price of the items.  Paid in full.  So we are ready to deliver.Please contact us so we can complete out the delivery.Thanks

Upon reviewing Mrs. [redacted]’s concerns further, we would like to reiterate that the technician was scheduled as a mistake per Ashley Furniture and Temper-Pedic’s terms of business. Ashley Furniture is unable to assist with the warranty of Temper-Pedic products.   In the Temper-Pedic warranty terms, it states that stains void the warranty. This is Temper-Pedic’s manufacturing warranty and we are unable to change these terms.   Please feel free to contact Temper-Pedic to discuss this further at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Thank you for the update on Mr. [redacted]’s situation, we have reached out to the Ashley Furniture Home store’s upper management for assistance.  The store has offered Mr. [redacted] a partial refund of $200.00 for the mattress to which he has accepted.  The refund request was submitted on 1/13/16.Regards,Ashley Furniture Industries, Inc.Corporate officeKC

[redacted] received a furniture Technician who repaired her furniture on 4/8/15 and signed off that the order is complete.

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding Anupama [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 are having...

difficulty locating Mrs. [redacted]’s information. Please provide us with the original sales order number (located at the top of your sales receipt), delivery address, and/or the phone number used on the account.  When we receive this information, and are able to located Mrs. [redacted]’s account we will be more than happy to assist in resolving these issues. We apologize for this inconvenience and the issues you have had thus far and we look forward to working with you to resolve the matter. Regards,Ashley Furniture Industries, Inc.Corporate Office**

Hi Revdex.comGood morning!Hope all is well, in response to guest complaint, guest delivery was on 11-8-15, guest bought a sleeper sofa , mattress & box-spring, the mattress & box-spring  was taken up to guest apartment first , and guest set had in home brought down. When the team attempt to...

fit the sleeper sofa in the elevator it could not fit. Guest stated he do not want the entire delivery & we need to bring up back the mattress we took from his home & take what we brought to him.The delivery team was advised to do the same, which they did, at no time guest reported that his mattress was wet nor did they leave it any way else that he did not authorized then to do. Manager, was on the phone while the entire delivery was being taken place, and they were a lot of options given to guest to accept the pieces that can fit which was the mattress & box-spring and then we can have him reselect a sofa that can fit in the elevator, or we provide a service that will take it apart in our Distribution Center, so it will fit  in the elevator & we will send out a craftsman to reinstall as guest claims he want the same piece he bought. Guest refused both options and advise that we take everything back. The delivery team cannot walk a sleeper sofa to the sixth floor of a building it is not safe.Guest went same day to the store , and we went over the options stated above and he refused and claims he just want to cancel the entire purchased.We tried our very best to provide service to our guest and no fit we cannot be held responsible for as we go by the measurements and the information our guest provide to us. We will not be able to provide any compensation to guest and his order was approved to cancel without any fees and a full credit back to his card.

Thank you for making us aware of this customer's concerns. 
While it is highly unusual for a warranted issue like this to surface so long after delivery, we would be happy to extend ourselves and order parts for Mr and Ms [redacted] at no charge to them.
I have tried to...

contact Mr and Ms [redacted] but was unable to reach them.  I will make sure our service department orders new legs and has them shipped to their home.
Feel free to contact me should there be any questions or concerns.
Best Regards,
 
[redacted], Customer Service Manager
ASHLEY FURNITURE HOMESTORE
Hattiesburg and Meridian, MS and Macon, GA
[redacted]

Thank you for the update on Mr. [redacted]’s complaint.  We are unable to provide the service Mr. [redacted] is asking for as the terms and conditions of the protection plan were not followed when filing the claim.  We are adhering to the terms and conditions of the protection plan that he purchased.  It clearly states that the damages need to be called in within 5 days of them happening, they were not.  The terms also state that “any accumulation of stains or damage (wear and tear), including stains, damage, or soil build up that occurs from repeated use rather than from a specific accident or incident” are not covered under the protection plan.  We also will not be refunding the protection plan fee amount as Mr. [redacted] does not qualify for the refund.  For Mr. [redacted] to qualify for a refund of the protection plan fees the store he purchased from would need to be closed or we would need the furniture to be deemed that it cannot be serviced by an authorized technician within reasonable and customary service guidelines.  Ashley Furniture Industries, Inc. is following the terms and conditions of the protection plan that Mr. [redacted] purchased. Regards, Ashley Furniture Industries, Inc. Corporate Office KC