Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] A [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 [redacted]’s complaint, we have found that a complaint was filed through Ashley Furniture in regards to the item in question. Ashley Furniture has sent out parts and 3 technicians to resolve [redacted]’s complaint. The last technician we sent did report back that [redacted] had advised that repairs had already been completed, and we have not received a new complaint since repairs were completed. The item in question does not have a protection plan, however it does have a manufacturing warranty.   We are reaching out to the store to figure out the issue with the paperwork. At this time we invite the customer to contact our customer care at ###-###-#### with any further warranty issues.   Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This person is STILL putting us at fault when in fact it was the sales person ordering our furniture responsibility to make sure the bed frame we wanted came in a California king. I’ve never come across a company that blames a customer for ordering mistakes  when their sales person is the one to make an order when we CLEARLY  stated we had a California king. Let me clear up too my husband NEVER agreed it was our fault! I don’t care for an offer any longer, what I would like is for this general manager to realize how unprofessional he is and how quick he will in fact fail at his job. I had my own business before moving here and I’m so put off how he’s so quick to lie, make up a story just to make his store look good when in fact it’s making it look horrible with customer service and just business all around! Good luck! 
Regards,
[redacted]

The protection plans are related to household accidents, spills and stains, etc.  Our customer service department will reach out to see if a claim can be made with the manufacturer.  We apologize for the inconvenience but we will be able to give you options on what's available for wear and...

tear issues.Thank you

Good afternoon,Ashley Furniture would like to apologize again for the poor communication and service that Ms. [redacted] received, as we agree that her experience was less than satisfactory.  Her sales associate/sales manager and the warehouse operation both had poor communication with Ms....

[redacted].  We were able to verify after she called for the 3rd time that her posts had been damaged prior to the first delivery and were at that time re-ordered.  They are set to come in tomorrow, April 15th.  Ms. [redacted] will be called by tomorrow to schedule delivery for the remaining pieces to her order.  This is not the way we intend on treating our customers and definitely not typical.  Unfortunately we did not follow through with this customer as quickly as needed resulting in the disappointed and mis-trusting of our company by Ms. [redacted].  Again, we apologize and hope that Ms. [redacted] will give us another opportunity in the future to assist her.Thank you,[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 management at the retail location. They have been in contact with the customer, and they have exchanged the sofa, and the armless chair. Mr. [redacted] has a delivery scheduled for the new pieces for 3/7/17.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Use may not have played a part in the cracking after 4 years,  It may be possible it was drying out due to other factors, air conditioning could be a factor.  Some people are sensitive to air conditioning as it dries out their skin and eyes.  I can't be certain that was the case for...

your set, but an unseen reason might explain.  I see the purchase was made and delivered in late 2010.  There are no warranties that cover the parts or re-upholstery of any pieces.  As a courtesy we can get or purchase parts from the manufacturer when available, but any labor won't be approved after almost 5 years of ownership.  You were covered for this in the first year.Often I use leather car seats as an example, you usually see it in [redacted] and similar vehicles where the back seats and the passenger seat have perfect leather, and the driver seat is all cracked and peeling.  All the seats are in the same environment, but the use of the driver's seat has removed the moisture and caused the cracking to start.  Often people use conditioners to slow this process down.Below is an article found with a leather care company.  We don't recommend any products, but some of the information below is good. 5 TIPS TO TAKE CARE OF BONDED LEATHERPosted on June 24, 2013 by [redacted]If you are someone who loves the look of leather, then there is a good chance that you are interested in leather furniture. But maybe the price tag of 100% genuine leather is out of your budget. You may turn to bonded leather furniture, which is leather made from a mix of synthetic and genuine leather, bonded together to create a seamless look.  Many leather furniture pieces are made of bonded leather.If you want to make sure your bonded leather furniture stays in good shape for years to come, consider these care tips. There are a few important things to remember when it comes to bonded leather and how to care for it. WIPINGEvery week, make sure that you wipe your bonded leather furniture thoroughly with a dry cloth. This removes all of the dust from the furniture’s crevices. The dust, which is made out of very sharp small particles, can dull your furniture by scratching it over time. By wiping it away, you keep your bonded leather in good shape.WET CLEANAfter you wipe down your bonded leather, you can do a wet clean if necessary. To do a wet clean, dampen a clean cloth with a very small amount of water, and use it to swipe the bonded leather very lightly. This removes the last of the dust, and the small amount of water prevents you from saturating the leather. After you are done wiping down the leather couch, finish the chore by finding another clean piece of dry fabric and wiping up any excess water.CONDITIONINGFrom time to time, bonded leather should be conditioned in order to for it to remain smooth and supple. You can condition most bonded leather with [redacted], but as always, we recommend spot testing first – some bonded leather pieces will have a higher level of synthetic material, which can make it difficult for a product like [redacted] to penetrate. Unlike other leather conditioners, [redacted] is designed to penetrate deep into the leather’s pores – bonded leather comprised primarily of synthetic materials may not allow that.When you decide to treat your bonded leather with [redacted], a small amount of the leather conditioner should be poured onto a lint-free cloth and then rubbed gently into the leather. Create a thin, even coat. Many of our customers use a paint brush as an applicator, or even their hands! Pay special attention to the areas where the leather sees the most wear, including any place where it is touched regularly. Also remember to drop to the floor and see whether the furniture might have been kicked or scuffed by careless feet.TREATING SPILLSMake sure that you blot up any stains immediately with a cloth. Blot until you cannot bring up any more of the stain; do not scrub as that can make the stain soak in. In many cases, you can simply blot the stains until they come up completely. If you cannot, look for a non-toxic leather cleaner. Remember that you should blot up the stains as quickly as you can. The shorter the amount of time the stain stays on the leather, the easier it will be to remove.WARRANTYMake sure that you keep the furniture’s warranty on hand. A good manufacturer is going to give out warranties with their items because factory defects do happen. With that in mind, always keep your warranties where you can find them, and refer to them for any serious damage.If you are someone who has recently purchased a bonded leather piece of furniture, make sure that you know how to take care of it. Bonded leather can look great for years to come, so consider what your regular maintenance tasks should be. This can drastically affect the wear of your furniture.ABOUT [redacted] is the creator of [redacted], an industry leading leather conditioning product used in a variety of applications.View all posts by [redacted] ?[redacted] * [redacted] * [redacted]

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 reselect. This is horrendous customer satisfaction and customer service.Sincerely,[redacted] & [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I feel I was sold a worthless warranty that did not cover the furniture I bought. I think they would deny my claim regardless of the cause. The furniture is low quality and I will never purchase another thing from Ashley Furniture. I will also tell everyone I know of the terrible furniture and customer service.
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 receiving [redacted]’s...

complaint, we have reached out to management. Management has reached out to [redacted] and advised that we will be doing an even exchange of the items in question. The replacement is currently scheduled for September 11th.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Hello Revdex.com, Good Evening!Hope all is well, reached out to guest this evening but was unable to speak with guest a Miss answer phone and stated not home.Updated resolution, guest will be given store credit in the amount of paid for the three pieces living room set 4260198($562.49),[redacted]($936.93)and 426.147 ($922.00) plus New Jersey Taxes of $169.48. This offer does not include delivery fee, if delivery to be made guest will need to pay for not included in this offer.if guest accept offer, we will need to send a letter for guest to sign and then we will issue store credit for the mentioned amount towards purchasing a living room set. We will not pick up the set guest has in home. Thanks as always to bring to our attention.

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.
In conclusion I asked to be able to get a bed of equal value and was told that couldn't be done because there were none.  I have since went into a few Ashley Home Stores to find there are beds in this price range especially with the Presidents day sale! I am glad to be resolving an issue that should not have went this far.  I just hope we don't run into another manufacturing issue! 
Regards,
[redacted]

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. After further review of Mr. [redacted]’s...

complaint, we have found that the retail location has already made an attempt to compensate Mr. [redacted] for his troubles.  The retail location has Mr. [redacted] $200.00, this would be refunded back to his financing account. We feel that $200.00 is a sufficient amount as compensation. At the time Mr. [redacted] declined that offer, as he wanted more than that.  We are still willing to offer the $200.00 back on his financing account, however that is all that we would offer is the $200.00.  If Mr. [redacted] is willing to accept this offer he will need to reach out to his local retail location. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint: [redacted]
I am rejecting this response because: Ashley furniture home store has point blank wasted my time and money. 6 deliveries and the order still is not correct. If they followed their policy and would have called and said they didn't have every piece or a piece was damaged I would have rescheduled for a later date but I never received any call letting me know any of this. They try and shove broken and wrong things on to their customers. Since all the time my family has wasted waiting on delivery and having to miss work for this I have stated what I'm willing to do. $1000 refund plus proper exchanged of under bed storage drawers and 1 set of bed slates or full refund of original purchase price.
Regards,
[redacted]

Good Afternoon,Our Terms and Conditions state that all refunds must be completed within (3) calendar days of receipt. However, we understand that we have not met [redacted]' expectations. Therefore, we will issue a full refund. Please allow 7-10 business day for this refund to be processed. Thank...

you,Ashley HomeStore

Dear Revdex.com,Please convey our apologies for the confusion.We offered our customer 25% off the price of her table, this has been completed.  The table alone, was $406.70. We did not agree to provide 25% off of all the goods and services provided. Thank you for bringing this to our attention.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.As the picture shows the metal is bent. It is defective.  I was told before  I purchased the sleeper sofa it was steel made for two people to sleep n. They are trying to deflect that they were wrong and tried to not honor the terms of their warranty. The frame is defective even the protection plan representative said so.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com
Complaint Department   
 
Thank you for your response to Ashley Furniture Industries, Inc. I do want to let you know it will take 30 days for your account to reflect the changes to your payment options. This was just processed on Monday so please allow until July 15th for the changes to show.
 
Thank you for giving us the opportunity to respond to your complaint.
 
Regards,
 
Ashley Furniture Industries, Inc.

Good Afternoon,Good Afternoon,Thank you for forwarding [redacted] concerns over to us.We can neither confirm nor deny what was stated during the purchasing process. However, our Terms and Conditions are the same for all merchandise purchased through Ashley HomeStore and we must abide by them. We show that the mattress set was delivered on 7/14. We also show that [redacted] called on 7/6/2016 and requested that the Swivel Recliner be delivered on 12/1/2016 instead of 7/14/2016. If [redacted] wants to receive the recliner sooner, we can have that arranged.We apologize that [redacted] feels as if retaliation is involved in this matter. We are adhering to our policies and procedures that pertain to this situation. Thank you,Ashley HomeStore

Complaint: [redacted]I am rejecting this response because: It is a bill from them. It is their bill! Of course they know there is still a fee due on it. I've provided the account number the name the address, etc. If Revdex.com would like a faxed copy of the statements I would be more than happy to provide it but I am done playing Ashley Furniture games.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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] When I purchased my sofas I was told the insurance I bought for them covers everything. When I brought that to the attention of them when they originally started peeling they were able to assist me. Yes my sofas are about to be 4yrs old but that shouldn't matter. The quality of the season sofa is poor therefore for me to buy another sofa from there wouldn't be the smart thing to do. I can't afford leather as the customer service representative stated if I would've bought leather sofas I wouldn't have this problem . I do not want to buy anything from Ashley's due to the poor service I have revived. Yes they did offer me that but once I kept trying to reach another different mamanger I was ignored. I clearly informed them I didn't accept their offer and when I asked to speak with someone higher up I was ignored. I have emails to prove it. I would at least appreciate store credit. Im a full time single working mother. I don't lay on the couches or have people over to have this kind of wear and tear. My sofas are ridiculously getting worse.