Ashley Furniture Homestore

On 9/5/customer made a purchase of a mattress and a box spring, at the time of purchase the customer was made aware that the order would take anywhere from two to four weeks to arrive and once in we would then call her and set up delivery, the customer was also made aware that if for any reason she needed to cancel the order, the cancellation must take place within hours of purchase or there would be a 40% restock feeCustomer agreed to the terms of the sale and agreed to the items she was purchasing and signed off on her invoice.On 9/15/less than two weeks from her date of purchase, our delivery coordinator was notified that the customers mattress and box spring were scanned and received in to our warehouse and called the customer for delivery, the customer confirmed delivery for Tuesday 9/20/On Saturday 9/17/when the warehouse was prepping for Tuesdays deliveries, they came across this customers order, it was then that it was noticed that the sticker that the manufacture put on the customers box that contained her mattress, that the number on the sticker did not match the number that was on the box, the manufacture had tagged the mattress wrong and what had come in with the customers name, was not what the customer ordered, when this was noticed, it was reported to our delivery department and out delivery department then contacted the customer and made her aware that we would not be delivering due to the wrong mattress was sent to usWe informed the customer that we would once again place the mattress on order and as soon as it came in, we would call her for deliveryON 10/4/2016, right at the four week mark, the customer was called and made aware that the mattress came in and we would be in the area for delivery on 10/7, the customer declined delivery for 10/she requested delivery for 10/14, she was then informed that we only had that weeks route laid out and would have to call her back when we were in the area for the following weekThe customer was called on 10/and we left a message about delivery, was called on 10/and a message was left for delivery and was called on 10/and again a message was left for deliveryWe finally reached contact with the customer on 10/and confirmed her in for the day she had chosen which was 10/On 10/14/our delivery team arrived at the customers home and started to deliver her mattress and box springsThe delivery team, in front of the customer, the customer watched the mattress come out of the box, the customer saw that this mattress was sealed in plastic, and at this time, when revealing the mattress, it was noticed that on the side of the mattress there was a small black mark, which looked to be a possible grease mark from the factory, you can clearly see that this was not marks of "feces" as the customer is insinuating for this mattress was sealed and if this mark came from an animal, the animal would be in there with the mattressThis mark was clearly a grease mark from the factory and our delivery driver informed the customer that he had a cleaner in the truck that he could spray on the mark to make it go awayThe customer agreed to allow to have the driver use the cleaner on the mattressOnce the cleaner was sprayed on the mark, even tho it was still wet as our team was leaving, you could clearly see that the cleaner had loosened and lightened the color and at this time the customer was told, if she is not happy with the small spot on the side of the mattress, that she would then have to decline the item, we can not leave a mattress in her home for her to use only to exchange it for another, we can not take a used mattress back to our warehouseThe customer agreed to keep the mattress in her homeAs for the box spring that was a no fit in the customers home, we do not know at the time of sale, we spoke to the customer that same day as her delivery and informed her that we actually had a split foundation at our warehouse and we would be more than happy to bring it out to her that same dayThe customer then declined to have us bring it back out to her that day, we then said we could bring it out to her that Saturday 10/15, again the customer declined, at first she stated she would be out of town then told us she had to workWe informed her at that time that our warehouse is closed on Sundays and Mondays if she did not accept delivery that Saturday, that we would not be able to get back out to her home until that following Thursday 10/The customer accepted the date of 10/The customer, as she stated in this dispute, cancelled her delivery of the split foundation for that Thursday, she was not charged for her regular foundation or for the split foundation, those items were cancelled off of her order with no restocking feesThe customer has only been charged for the mattress that she accepted in her home on 10/14/We have been working with this customer, the mattress being sent to our location wrong, was an error from the manufacture which we immediately made the customer aware and we placed on order right away, we worked with the customer on the date for her delivery and we worked with her for trying to get a split foundation out to her home that same day which she declined

This customer was taken care of and delivered and new Bed on 01/25/We ate the cost of more expensive bed and sent to himAFI Ashley Furniture Industries was running a special bed on sale for Black Friday only, they could not fulfill the production on the bed, we took it upon ourselves to take care of the customer and he was delivered on 01/25/

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]

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 Please understand my frustration, I will not close this case or complain until I my defective mattress get replace with good onesI just called today to set up another appointment, I spoke with Collin in customer service (Ashley Furniture corporate)She did asked some questions about the mattress, but she said I had to contact [redacted] company ###-###-####So why Ashley furniture is misleading me to call them if they are not even going to send out a technicianI have been complaining about this problem to Ashley Furniture for the past years and now I need to contact [redacted] companyI am very disappointed [redacted] MESSAGE FROM BUSINESS: 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 customerIn 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 =

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 upholsteryThank you

I apologize that you were confusedHowever the terms and conditions are clear on the contract which you signed and initialed

We have allowed the consumer to reselect Once the items have been replaced, there will no longer be coverage on the new items We have fulfilled the obligation of the protection There cannot be any additional coverage on the new set

Dear Revdex.com,Please convey our apologies for the inconvenience our customer has experienced due to billing issues.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly These processes are very important to us, andhelp ensure the satisfaction of our customers Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possibleWe have been unable to reach our customer through email or by phone However, we will continue to investigate the charges.Thank you for bringing this matter to our attention,Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: When I went to Ashley furniture location in Eatontown, NJ; and informed the saleswoman of my complaint, she informed me that the set I purchased was out of stock and that Ashley would be responsible for replacing my furniture with another set, she also told me to damage the set even moreI didnt't make anymore damages to the propertyAshley furniture sent me covers for the cushions, however, their are damages on the arms and base of the furnitureI feel that I am entitled to a new furniture set Regards, [redacted]

Dear Revdex.com,We hope that you can clarify that any message(s) about closing the Revdex.com complaint because of "lack of contact" or asking for satisfaction rating are conducted entirely by the Revdex.com as part of your program, not on request of Ashley Furniture HomeStoreThe promotional credit we ordered for our customer was confirmed as being mailed on 12/22/by standard United States Postal servicesBusiness days is the reasonable time we would expect the post office to provide delivery before the end of last week It is printed on a postcard size sheet of cardstock We will attempt to contact our customer to confirm if the card has been received, and if not make new arrangements Thank you for bring this matter to our attention.Sincerely, [redacted]

A refund check for the amount of $has been issued and mailed to the customerOn the back of the customers receipt, it does state that any cash or check sale cancellations, could take up to business banking days plus mailing time for a refundWe were still within the time frame quoted to the customer, but the refund check has already been mailed out and if she has not received it by today( Friday) then she should have it within the next day or so

Complaint: [redacted] I am rejecting this response because: if you refuse to allow me an extended period to protect expensive furniture I would like a refund instead of the reselectThis is horrendous customer satisfaction and customer service.Sincerely, [redacted] & [redacted] ***

I spoke with [redacted] We will provide [redacted] with a store credit to purchase new furniture We will then take back the furniture in question [redacted] stated that she believes this is a very fair solutionDan S [redacted] General ManagerAshley HomeStoreCheyenne, WY

Complaint: [redacted] I am rejecting this response because: I have called back to discuss the issueAshley Furniture and I agreed to a full refund of the delivery fee and schedule delivery for Saturday July 26, The refund has been processed on Ashley Furniture's end and I am currently awaiting the credit back on my credit card However, Ashley Furniture missed the promised delivery window of 10:30am-1:30pm Saturday July 26, I was never contacted by anyone from Ashley Furniture about any delays and could not wait beyond 2pm Saturday July 26, The customer care team was unable to help in anyway and unable to provide me with any updates After calling the corporate number, we are currently working on a resolution that is acceptable to both myself and Ashely Furniture Regards, [redacted] ***

Today 10/25/at 9:am PT I contacted GE Capital and my balance is still present and have acquired late feesI spoke with Mary from GE customer service and she advised me the refund process should only take 7-business daysThey but a hold on my account and will have there department investigateI don't understand how Ashley Furniture gets away with thisIts almost months and they still cant refund the moneyThis is not the right way of doing businessI feel they are prolonging the process because I didn't make the purchase at there storyNot fair 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]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Glenda [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerAfter further review, we have reached out to our retail store locationPer store management, Ms [redacted] received an in-store credit towards a new mattress due to comfort issues with the first mattress that she purchasedMs [redacted] had financed the mattress, and she agreed and understood the terms and conditions by signing the sales invoiceUpon delivery, Ms [redacted] signed the delivery receipt acknowledging that the product Ashley Furniture delivered was the correct she purchased With Ms [redacted] signing the financing terms and conditions of the sale, and the delivery receipt, the store will not be accepting any returns or refunding Ms [redacted] If Ms [redacted] has inaccurate charges with her [redacted] account for the purchase of her sale, she would need to contact [redacted] Customer Care at ###-###-####Regards, Ashley Furniture Industries, Inc.Corporate Office**

Dear Revdex.com,We appreciate our customers concerns, we have provided the customer with a detailed account summary We are unable to provide the exact financing statements as that will have to come from the finance company directly We have encouraged our customer to reach back out to us if she has any further questions.Sincerely, [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 saw the latest communication from Ashley around sending the back of the chairCan you request they call me at ###-###-#### to have a service person come and install it? Regards, [redacted] ***

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 approvalTo 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 plansThis service is provided by MFS directly and is an independently owned and operated companyFor 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 planIf MFS protection plan is not used within its year term, Ashley Furniture HomeStore will credit our customer for the full price of the MFS protection planThis 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]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon full review of the customer’s situation, our records indicate that at this time no further money is owed back to the customer The customer was charged $for his original sofa, loveseat and recliner After some parts delays, it was determined that we would pick up the original set and issue store credit in the amount of $ The customer chose a more expensive set to which the store discounted down to $as compensation for the delays In addition to this discount, the store gave the customer a TV stand valued at $for freeIn regards to the additional $the customer feels he is owed, we invite the customer to visit the retail location with his original paperwork The store would be more than happy to go over everything in detail with him to make sure everything is correctRegards Ashley Furniture Industries, IncCorporate Office KC