Ashley Furniture Homestore

Dear Revdex.com, We have corrected the error and have sent the refund to Synchrony Bank.  The refund should be reflected on the customer’s account within seven to ten business days, if they receive their statement electronically.  The refund should be reflected on the customer’s account within one to two billing cycles, if they receive their statement in the mail.  Please let us know you if you have any further questions.Thank you,[redacted]
[redacted]

Tell us why here..June 9, 2014 Revdex.com of New Jersey1700 Whitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # [redacted]Consumer: [redacted] To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 6/09/2015 by...

[redacted] did purchase furniture along with a 5year extended warranty from our store In November of 2010. [redacted] sofa andloveseat are peeling and unfortunately this is not covered under the 5 yearextended warranty.  The manufacturer’swarranty was for one year and expired in December of 2011.  I have spoken to [redacted] and he is going toforward me some photographs of the set and we will do our best to assist himwith a possible repair of the pieces.  Accordingto [redacted] he set was purchased for $2491.22 however according to the actual receiptthe sofa and loveseat was sold for 799.99 plus tax and warranty. Ourcompany strives to serve all our customers with the best 5 star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of sale. We value [redacted]’s business; the customer will beassisted to the best of our ability. Ifwe can be of any further assistance, please do not hesitate to call.  Kindest Regards,Corporate Care Manager .

We apologize for the delays, we received this complaint before a third party technician's report was given to us.  Currently the customer is working with [redacted] on our [redacted] to resolve any issues.  We are unable to customize any pieces we sell and if the customer isn't...

satisfied with the manufacturing of the pieces we are open to other options to resolve.
[redacted]
Ashley Furniture HomeStore, [redacted]

The address on the complaint doesn't match the delivery address on the invoice.  Please update us with the current address.  Please send all pictures to [redacted].The Delivery Service manager has been forwarded the complaint and will reach out to you.The collection is of an [redacted]...

[redacted] and already has a distressed look about it.  Most customers don't even notice the distressing in the stores and notice it upon delivery.Rather than leave you with product you are dissatisfied with we could exchange it out for another collection that would keep you from settling.Thanks

Dear Revdex.com,Please convey our apologies for the inconvenience our customer feels that the product quality has caused.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.  In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.At this time, no material manufacturing defect has been found with the seat cushions.  All seat cushion cores will soften with normal use and will conform to the shape of the user.  At our own expense, we agreed to send a representative from US Quality Furniture Services to our customer’s home, this was on 10/17/14.  Their report states that the cushioning is normal, and that this is an issue of perception.  On 11/28/14 as a gesture of good will our Office of the President offered to allow our customer to reselect (select a different product of equal value, or upgrade and pay the difference).  We do feel this offer was generous when taking into account that our customer has been in possession of her purchase for 9 months and no material manufacture defect is present.  Our customer chose to refuse this offer.We would be happy to re-extend the offer to reselect, if this will satisfy our customer.  Should our customer wish to accept this offer she will need to contact us again within the next 14 days.Thank you for bringing this matter to our attention.Sincerely,[redacted]

We are working with [redacted] in regards to her concerns.  The mattress that was purchased has no comfort grantee warranty. However, we have still agreed to evaluate it to see if there is anything we can do to help regarding the comfort issue. We will also be repairing the damage to the footboard. At the request of the customer, we are unable to send the technician before the 30th.  We will continue to do everything we can to address her concerns.

Revdex.comComplaint ID: 1[redacted]'
Thank you for responding to Ashley Furniture Industries in regards to your situation. Again we do apologize you are unhappy with your purchase. Again, if the furniture is up to manufacturing specifications we would be unable to assist any further with your issues. Please allow time for the furniture to break in to your comfort level. If you feel this is a manufacturing issues please contact customer care to schedule a technician.
 
Regards,
Ashley Furniture Industries, Inc.
 
SL

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

Ms. C[redacted]’s concerns, a refund check (#356677) in the amount of $250.00 was mailed from our corporate office on 1/13/17.  We do apologize for the delays stemming from the recent holiday season.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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, upper management has scheduled a technician to go to his home to address the concerns he has with the furniture. The technician is scheduled for 6/8, and he will be contacting Mr. [redacted] the day before with his time frame. Once the technician has completed his report, Ashley Furniture will follow up with him within 24-48 hours after the report has been submitted. At this time Ashley Furniture will go over options we have for the items that are damaged.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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 do currently have my bed put together, and my chair fixed.  The reason this is not resolved for me is the company still is not addressing my request for a return of the delivery charge ($199.99).  The company is not mentioning the fact that on April 4th, the incorrect bed rails were brought a second time, and the worker had to come to my home a second time that day.  It took three visits to put the bed together.  At no point in this whole process did a manager ever call me to address the issues, even when I had requested it twice.  What I am taking away from this experience is that the Bear Delaware Ashley Furniture store and its Customer Service/Delivery team do not truly care about a customer after the 'No refunds/All Sales Final" sales agreement is signed.

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. [redacted]’s...

claim, we have reached out to the retail store. We have been advised that the store has processed the refund for her on 3/7/17. We invite Ms. [redacted] to contact the retail store location for an update on the refund back to her account.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability .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 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 have contacted our customer and discussed a temporary resolution. We will be speaking with our customer again in the morning to determine if the resolution is satisfactory. If not, we will be willing to agree to our customers current desired settlement.  Our customer's satisfaction is important to us.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 [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 [redacted]’s...

complaint, we have reached out to upper management at the warehouse. Per management their last communication with Miss [redacted] was that she was going to get them an estimate for the repair pending whether the new wooden floor supply at the retailer matched her existing floor and if the tongue and groove portion of the planks are compatible. The customer has not yet responded with that information. The next steps is actually pending her contacting warehouse with the information.Regards, Ashley Furniture Industries, Inc.Corporate OfficeNDTell us why here...

Hi Revdex.com Good evening! Hope all is well, I have spoken with guest [redacted] yesterday 8-25-15 regarding , she was requesting full refund.Guest was advise initially that we were not taking back the box-spring and also will not be receiving a refund for her deliver,After we pick  up...

what was agreed upon and refund guest,  guest call in requesting for us to pick up and refund her for the delivery and box-spring.Guest was advise that we will pick up the box-spring and once receive back then the refund will be issue for the remaining amount guest inquiring about. We have call guest and left a message to call us back to  schedule the pick up of her box-spring. i do believe that we are working with this guest and this complaint should not be count against us. Thanks as always to bring to our attention.

I finally got a response from the store manager regarding below case. Customer received all product on 4/1/15.  The store will be sending out $200 in gift cards due to the overall experience.

[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]

We are sorry for the inconvenience, we will have [redacted] from Customer Care reach out to you.  Looking into this it was difficult for Platinum to recognize that [redacted] purchased the furniture and you purchased the warranty. 
Because the issue has happened within the first year of...

ownership we should also see the manufacturers warranty is the more appropriate way to process a claim.
Thank you,
[redacted]
Ashley Furniture HomeStore, Jacksonville, FL

Complaint: [redacted]
I am rejecting this response because:  I received a telephone call stating that the furniture, purchased in May and scheduled for delivery the first week of June, is not available until sometime in August.  They stated that they COULD NOT GUARANTEE AUGUST DELIVERY,...

however.  When we purchased the furniture we were guaranteed delivery in early June.  They refuse to give us a firm date when the furniture will be delivered AND they refuse to refund our purchase.  In essence, we paid for furniture that has not been delivered.  Their phone call yesterday was only to tell us that they COULD NOT TELL US WHEN IT WOULD BE DELIVERED.    This is the worst example of customer service I have ever experienced.   If working through your organization does not cause Ashley furniture to comply within the next few weeks, I will have to consider legal options.
Regards,
[redacted]

Date: 4/03/
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 and take these matters very
seriously
Upon review of the customer's complaint the customer has
signed all terms and agreementsThe customer was fully aware of our damaged merchandise
procedure when signing the congratulations sheetIf the customer was unhappy
with the product it should have all been sent back with the drivers at the time
of delivery and not just one itemAshley Furniture has also reviewed the
customer's delivery receipt stating they have accepted their furniture and it
is in good condition and the customer signed the receipt and did not make any
notes as to any damages
At this point Ashley Furniture will still offer one of
the following options, an even exchange of the damaged pieces, or parts and a
technicianThe Ashley Furniture Homestore where the customer has purchased
from has been trying to reach out to the customer to review these options
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR# [redacted])
Thank you for giving us an opportunity to response to
this situation
Regards,
Ashley Furniture Industries, Inc

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]