Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Mr[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 manner.Upon review of the situation we have found that a
technician was to the customer's home on 5/21/He completed a full
inspection of the headboard and found no manufacturing or safety
concernsThe headboard is functioning as designed.In an effort to keep customer satisfaction and ease the
customer's concerns, we will offer a one time reselection of the
headboard, footboard and railsThe customer will be allowed to use the credit to purchase
new items, Anything over the amount of the credit will be the
responsibility of the customerThis offer will cancel out the offer
from the store/ customer service for a discount on the new purchaseThis
reselection offer will only be completed if the bed is found in
pristine conditionIf the drivers find any damages upon pick up, the
transaction will be void. We ask that the customer please respond back to the Revdex.com advising if they accept the terms of this resolution.Regards,BAAshley Furniture IndustriesCorporate Office

Thank you for the information and the opportunity to respond.The [redacted] came in with the exact bed they wanted to buy and told the new sales associate that’s what they wanted. The new sales associate (we don’t know who this was) turned the sale over to [redacted] as quickly as possible. [redacted] price matched...

and took care of them for all of their needs, and Mr. [redacted] left very happy after price matching all the items. [redacted] and Mr. [redacted] verbally agreed that they never told [redacted] they had a Cali king mattress even with [redacted] asking if they needed a mattress to go with the bed, just that they had already picked that bed out as the one they wanted. When the bed was delivered the Cali King mattress did not work. The bed ordered does not come in a Cali King, and they would have to reselect. We offered a few bed options that would work and they told us they would call us back when they found one they liked. [redacted] spoke to Mr. [redacted], and confirmed that they never told him they needed a Cali king bed frame at any point during the sale. We then offered the $1200 upgrade bed that will work for their bed at a heavily discounted $700 for the inconvenience, and a set of loaner rails to use well they wait on the new bed to come in. Mr. [redacted] was unwilling to pay the $280 difference so I lowered it to a $150 difference, and explained the value he was getting for that price. He demanded a full refund, and his full delivery fee back. I let him know we would have to charge a 20% cancelation fee if he went that route. He still demanded a full refund for the bed and his full delivery fee of $150. I waved the 20% restocking fee, and refunded $50 of his delivery due to him only keeping one room of furniture as he asked. He and his wife agreed to this, and I told them we would be in contact in the next couple days with a delivery day to pick up the bed. I apologized for their overall experience several times, and made every attempt to help them with this issue. I could not justify giving a swap out on a bed half the price when the customer agreed they ordered the wrong one to begin with. We consider this case closed as we ordered the exact items Mr / Mrs. [redacted] requested.

Thank you for the update on Ms. [redacted]’s complaint.  We are unable to pick up any of the items or refund any money.  All of Ms. [redacted]’s items are outside of our 1 year manufacturing warranty.  We will still exchange the 2 items in question due to the issue reported however that is all that we would be able to do.  The offer of the exchange is per management.  We invite Ms. [redacted] to contact our customer service at ###-###-#### to have the exchange processed and scheduled for delivery. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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]i have them to replace the sofa and chair and they refused. Because they try to fix it and it came back bad. I want them to replace for the money that I spend. Thank you

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. Our retail location has advised...

that they have been working with Mr. [redacted] regarding his issue.  Both parties have agreed to a reselection of the furniture.  We invite Mr. [redacted] to visit the retail location at his convenience to use his store credit.  Should Mr. [redacted] have any further questions or concerns, we ask that he contact the retail location directly. Regards, Ashley Furniture Industries, Inc. Corporate OfficeAB

Dear Revdex.com,Please convey our apologies for the inconvenience this has caused our customer and their family.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues...

as they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted 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.Our customers delivery was completed on 1/20/15. As a gesture of goodwill to our customer we agreed to provide an additional discount on 1/8/15. The processing expectation should have been provided in terms of business days (Monday- Friday).  This refund was completed on 1/21/15. Thank you for bringing this matter to our attention.Sincerely,[redacted]

This complaint is about 99% lies. We are doing nothing for this customer. Sorry

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]I doubt they even know the situation, as we have already stated to them, that as per the policy which they gave us, which we have a copy off we are entitled to a refund, but instead they want to latch us on with another item or the same one, both of which could have the same issues we are dealing with right now, I do not care for store credit, and do not wish to keep the item, I want to receive the refund they state I can get as per their guide lines which I have followed and have been tricked enough by this company to the point I will happily say I will never do business with them ever again. In fact until we contacted the Revdex.com there personnel have treated us horribly and been quite rude overall from management to a receptionist all have taken an attitude to myself and my husband.

Good Evening,We are experiencing manufacturer delays with the furniture items [redacted] purchased.  We do understand these delays create frustration for our customers and we certainly apologize.   Unfortunately we are at the mercy of the manufacturer and are eagerly awaiting the...

arrival of the furniture so that we can deliver it to [redacted]  Once the products have been received we will immediately call [redacted] and schedule her delivery.  Again, we apologize for the delays.Sincerely,Ashley Furniture HomeStore

We would need details on how the damaged occurred and what was said to the protection plan company.  Did the kids cause the damage?  What did you tell the company that warranties accidents happened?They do warranty almost anything kids would do to a sofa.  Blood, vomit, candy, food,...

juice, soda, dirt, ink, markers, etc. They don't warranty anything.  Dogs chewing up furniture wouldn't be covered.  Movers damaging furniture wouldn't be covered.  Flooding or other natural disasters would not be covered.   And other various issues that are not household type accidents.It's similar to having regular car insurance on a car.  It wouldn't warranty your car against a flat tire, it's more for a fender bender. Tires may be covered only for so many miles and then after that any issues are because of wear and tear. If you described the damage as peeling that happened over time that wasn't caused by an accident then they will deny the claim.  It would be the same if you put it under a window and the sun bleached it over time, they cover accidents.There are tearsheets/brochures in the stores as well as the details on the warranties themselves explaining what is covered.During the New Years promotion in 2014 almost every guest purchased a protection plan.  The better promotions were available to guests that purchased both delivery and accident protection.You received a better promotion of 25% off savings on your furniture purchase because you purchased both protection and delivery.  If we were to remove one of those services you wouldn't have qualified for the steep discount.  So to remove it now would reverse the savings and result in a cancelled plan, but no refund.Most guests question why we don't just give out discounted or free protection plans or delivery for promotion purposes, and the reason is we like to show the full value since these are services we are getting from third party partners.  The manufacturer's warranty on seam separation and other upholstery issues in for one year, after that we could get you parts and covers as a courtesy, but we do not have a technician on staff for labor.  We have to outsource for any service needs and can get you contact information on who we would suggest, but you could find someone else.Let us know if you need help resubmitting the claim if an accident happened, of if you would like us to order new covers for you.Thank you.

[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]

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

situation, we reached out to our retail location for further assistance. We are still looking into the best course of action to resolve Ms. [redacted]’s concerns but would like to invite her to reach out to her retail location at ###-###-#### or our Customer Care Department at ###-###-#### at any time with additional questions or concerns. We will be reaching out again when we have found a suitable solution to this matter.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

We have been in contact with the customer regarding the issues and have come to a resolution. The customer will be receiving an exchange of the two items on 1/17/15 along with a $300 gift card for their inconvenience.

We are attempting to reach our customer so that we may discus resolution.

Dear Revdex.com, Please convey our apologies for the experienced confusion.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as...

they arise.  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. As a gesture of goodwill our store agreed to provide delivery services at no cost to our customer. We will issue a refund of the additional delivery fee. All refunds can take up to 14 business days to process. All price matches must be requested in person during the sale period.  As a courtesy to our customer we are currently working with the local store to review the price match request. We value our customer’s feedback and will thoroughly examine the described events. Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved. Thank you for bringing this to our attention.Sincerely,
[redacted]
[redacted]

Alison was an extremely professional and knowledgeable sales person who was able to determine the best product for my needs at an agreeable price. The delivery was also handled in an extremely professional manner with very courteous, professional personnel.
Hats of to this store for their professionalism providing high value for their clients' buck!!

The customer and regional manager finally met and the resolution is to exchange the sofa.  The sofa is scheduled to exchange on 5/9/15.

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 further review of Ms....

[redacted]’s complaint, we have found that we have already tried to assist her with the peeling issue of the items in question.  She has already spoken to management at our customer service department and was offered 50% of what she paid for the items as in store credit that she can use on anything in the store.  We are unable to repair the items as we no longer have parts available for that particular model and we are not able to exchange them like for like as again those models are discontinued. Ms. [redacted] has had these items in her home since 2013, they are 4 years old and her one year manufacture warranty has expired.  The Protection Plan she had purchased is for accidental coverage it does not cover cracking and peeling. Due to how long Ms. [redacted] has had the items 50% in store credit is the most that we would be able to give her.  She did not accept that offer previously but it is the only offer we have.  We invite Ms. [redacted] to contact our customer service department if she is wanting to accept that offer now. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

I contacted Ms. [redacted] and apologized for the inconvenience.  I confirmed with her the pieces in which they are waiting on.  I have confirmed that they are on order and advised her that we would get her delivered just as soon as they came in.

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.Please accept our...

sincere apologies for any dissatisfaction that has been caused. According to our records, the Large Rug was purchased on 11/27/17 for $398.12 + tax = $425.99. The sales receipt signed at the time of purchase includes the terms and conditions which state the following return policy, “AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not damaged/defective or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations.” Our records indicate that you signed agreeing that you have read and understood these terms and conditions. We have attached a copy of the signed terms and conditions.  As we do not offer returns, exchanges, or refunds on rugs or non-defective product, we attempted to accommodate you by offering to accept the rug back as return for in-store credit towards any other item in the store. We value you as our customer and went above our policy to attempt to come to an agreeable resolution. In addition, the rug has been in the home for 2.5 months at this time. We would not be able to offer a refund but are more than willing to extend our offer for in-store credit, if the rug is still in new condition. Please contact our store at ###-###-#### if you would like us to proceed with this offer.  Thank you for your understanding.”. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK