Ashley Furniture Homestore

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

information I do see that the delivery team was out to her home on 4/20/16. All should be settled at this point now. Regards, Ashley Furniture Industries, Inc. Corporate Office LB

To whom it may concern;
In regards to complaint # [redacted]. Ms. [redacted] was fully refunded by us to the finance company she financed through on June 19th, 2015. She was mailed a copy of the refund when it was done.

I would like to accept Ashley Furnitures offer for the gift card. However, I have still not received my paid for merchandise, even though in there last email it stated it would have been shipped last week. I would like this situation resolved.  Can they please provide me with a shipping tracking number? Also, in regards to the gift card, I tried calling, but I'm unable to reach anyone who is familiar with my situation and they will not reward the gift card. It would be best if Ashley Furniture contacted me at (909) 636-9532. This has been a continuous problem dealing with Ashley Furniture.  The company's reviews online are one star.  Most complaints are about the same issue that I'm dealing with, which is no response or not getting their paid for items.

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 situation, we have determined that the items in question are no longer covered under the one year manufacturer’s warranty.  With regards to the Guardsman protection plan, we are unable to speak or present facts regarding how the plan was soldto the customer at the time of purchase back in 2011.  We do provide a plan policy to each customer that chose to purchase the protection plan. We do feel that it is the customer’s responsibility to review the plan coverage's as well as the terms and conditions of the plan.  The issue Mr. [redacted] has reported is not a “covered” damage.  While the items in question are out of the warranty Ashley Furniture provides, we have offered the customer 60%of the total cost of the three pieces in question as store credit to assist with replacing the damaged items.  We feel that being the items are nearly 4 years old, that this offer makes a good faith effort to resolve his issues.  We have discussed this offer with the customer and are awaiting a response shouldhe chose to accept. Regards,Ashley Furniture Industries, Inc.Corporate Office**

We apologize for the miscommunication.  We see that what was attempted to be delivered matches what was signed for and paid for.Unfortunately with the number of stores and sales associates we have we cannot make it a habit to give customer's items they didn't pay for these types of mistakes.We...

feel a full refund and cancellation of the sale needs to happen.  Please let us know if we can process.We understand our prices for both the power and non power are aggressive, if you still want the power from us please let us know and we can send you a revised quote or invoice.Thank you,[redacted]

We contacted our customer to discus resolution.

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

[redacted]’s complaint, we have found that we have tried to assist her with her complaint.  Ms. [redacted] had contacted our customer service department and reported a peeling problem with the material.  We sent out a tech to take pictures of the item and get the serial number off of the item.  After our tech was out we contact Ms. [redacted] back and offered in store credit for 40% of what she paid for it, an amount of $299.99 plus tax.  Ms. [redacted] turned down our offer and advised she would be contacting her lawyer and hung up on the representative she was speaking to.  At this time we are still willing to honor our offer of in store credit of 40% of the item $299.99 plus tax. We would just need Ms. [redacted] to contact our customer service department at ###-###-#### to get the in store credit processed. Regards, Ashley Furniture Industries, Inc. Corporate Office **

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 have not agreed to any responsibility for the items in dispute. The merchandise for the living room set package, which is the basis of this claim, were returned and/or not received therefore, a  FULL refund is still due.  I did receive a partial refund of $488 and $208 after the initial claim was filed with Synchrony Bank. The cost for the living room set was $1,299 plus applicable taxes, and a hidden charge of $149.99 for a protection plan which was added by the sales manager, Katherine.  I have provided Synchrony Bank with documentation supporting this claim; please see attached letter.  As of this date, I have only received a partial refund.  The only reason upper management is now paying attention to this claim is because I filed this complaint with Revdex.com. A satisfactory resolution will be accepted once a FULL refund is applied to my account.  I am not even asking for compensation for the time invested to resolve this matter, costs involved, or the stress and frustration it has caused. I thank you in advance for your assistance in resolving this matter promptly, and looking after the consumers. Regards,
[redacted]

Date: 7/20/15
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contact Ashley Furniture Industries in regards to your complaint. I do apologize to hear of your dissatisfaction.
At this point the [redacted] store manager has tried to reach out to the customer 3 times over...

the last few days and has been completely unsuccessful. We request that the customer please contact the [redacted] store for any further assistance. Please call ###-###-####.
 
Please let me know if you have any further questions.
(Reference Stoneledge SR# 424145)
 
Regards,
Ashley Furniture Industries, Inc.

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 was online trying to type a reply message but the website won’t let me. I contacted Tempur-Pedic and the reply I received is they do not tell retailers what to do and will not cover items purchased at retailers other than Tempur-Pedic.  The store agreed to exchange the base from Ashley’s to Tempur-Pedic after I paid the difference.  However when the delivery personnel setup that new base, they refused to take the shipping clear plastic from the base.  They removed it from the platform and bolted the platform to the base but refused to take the shipping material off the base.  I contacted the salesman at the store last week but haven’t heard a word from the store.  I would have to pay someone to correct the installation and the bed is very heavy so I cannot do it myself.  The second new concern I have is for the warranty.  The store apparently will cover the base the salesman said (and I bought the warranty for the base only for $300.00)but the mattress is covered by Tempur-Pedic for 10 years.  However with the email I received from Tempur-Pedic, it said that Tempur-Pedic will not cover items purchased through a retailer other than Tempur-Pedic itself.  So who covers the warranty? I am waiting for a response from Tempur-Pedic on the warranty.   I can forward that email to you if you need to see it.  Thank you! [redacted]  [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 working with the retail store, they have agreed to picking up the furniture and issuing a refund.  The customer is scheduled for pick up this Saturday, November 1, 2014.  Once the furniture is received back in the warehouse, the store will process the refund.
 
Sincerely,
[redacted]
Corporate Office
**

you have sent this to the wrong store, we are in Killeen, TX

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. Our retail location has been in...

contact with Ms. [redacted] regarding the back ordered items.  Our records indicate that the items should delivery by 11/11.  In the event the items do not deliver by 11/11, our retail location has agreed to refund the items to Ms. [redacted].  They have also sent her a $100.00 Gift Card for the inconveniences. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Date: 1/12/
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for your response in regards to your complaint
I do apologize but upon further review of your claim at the time you purchased
your furniture the store you purchased from was an individual licensed
agreement location and has since become a corporately owned locationAt this
time the location no longer sells [redacted] mattresses therefor we are unable to
service the mattressAt this point you will need to contact the [redacted]
company directly since they are the manufacturers of the mattressPlease call
[redacted] @ ###-###-####
Please contact me with any further questions or concerns
Sincerely
Ashley Furniture Industries, Inc
Corporate Office
**

We have contacted our customer and confirmed resolution.

Date: 1/8/
Revdex.com
Complaint Department
Complaint ID: [redacted]
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe do regret to hear of
your dissatisfaction
Upon review of the
customers complaint I do not see that
Ashley Furnitures Customer Care department has been contacted by the customer
In early Septthe [redacted] location the customer purchased from had
switched ownersAs part of this change the corporate office is handling the manufacturing
warranties for customers who purchased from this locationWe would be happy to
send a service technician out to take a look at the customer's mattress but the
customer would need to contact customer care @ ###-###-#### to get that appointment
set up
Please feel free to contact me with any questions or
concerns
(Reference SR# [redacted])
Sincerely,
Ashley Furniture
Corporate Office
**

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.]The Ashley Furniture tech. did come to my house on 10/8 as scheduled and this issue is still NOT resolved.  I informed the tech of the situation, and he placed a communication to his superior to have the pier replaced.  Following the tech leaving, I received a call from his superior stating that I had refused repair, and he did not seem to know any of the prior struggles that I have had in getting the 'new' piece of furniture that I have paid for.  After an exhaustive discussion, the tech was told to return to my house, which he did.  Upon arrival he then confirmed that he could not repair the crack in the cabinet door, and made the decision for the cabinet door to just be replaced.  I asked that he address the cabinet not being able to close while at my house since I did not want to have the same problem with a new door piece.  He attempted to adjust the brackets, but the door would still not stay latched.  He shared that he believed the door was warped, and replacing the door would also resolve this issue.  Following the tech. leaving my house I further examined the cabinet and noticed that the hinges were bent, and looked nothing like any of the other hinges.  I have since received 2 calls informing me that the door has been ordered, and I shared my observation related to the hinges, so these have been ordered as well. I request that the Revdex.com keep this case open until these issues are resolved and Ashley Furniture provides the furniture I purchased new in 'new' condition.
Regards,
[redacted]

Hello Revdex.com,Hope all is well, spoke with guest this evening and offered him the same resolution as we did on 10-3-16. Spoke with Mr on 10-3-16 apologized for his inconveniences  regarding his reclining [redacted], bought in 2012 is fading color. The set has been discontinued , guest was offered as...

resolution as receiving $500.00 as a store credit to replace the living room set .Guest was advised as well he need to purchase living room piece and we will not pick up any of his living room pieces. has in his home. Guest will need to sign a letter we will e-m or mail to him. Upon receive back with signature, when guest in store  we will issue the store credit of $500.00 to cover balance.Thanks as always to bring to our attention.

The fee that the customer paid was for a service, that service was completed, the customers bed was installed and set up. The service department did unfortunately have to go to the customers home 3 times because of items that were sent wrong from the manufacture, but the service was completed, that fee went to our service department to complete the service for the customer and that fee can not be refunded, but, we as a store, would like to offer the customer $150 in gift cards for any future purchases. We can send them directly to the customers home if she would like.

Dear Revdex.com,Please convey our apologies the customer has experienced regarding getting a proper base for her bed.We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability...

predictions for delivery or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. We are constantly working to develop and maintain the best customer service standards in our industry. It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]