Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies to our customer for the billing error.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,...

and help 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 possible. We have contacted our customer and refunded the accent chair which was billed in error.Thank you for bringing this to our attention.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I ma still waiting on the 10% to be applied. I did receive the delivery back today. Once this is taken care of, I can then accept it. I tried calling [redacted] twice and have not been contacted. I did leave a voicemail for [redacted] and I received a text from him saying, in a meeting, what do you need? I sent back a text letting him know I did not appreciate a text with what do you need. I simply want to know when the 10% will be applied to my Ashley Card purchase and when the difference of tax for the piece refunded due to failure to deliver and the tax difference of the 10% will be applied to my bank card. Also, the furniture that was delivered at 1 am- arrived damaged. [redacted] did say someone would come out to repair when I schedule it but I want it on record in case no one ever shows or someone says I was never promised it.
Regards,
[redacted]

[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 ok with me until I finally see the credit on my account. I have read to many reviews where they mentioned that a credit was suppose to be given and no credit was ever given. I will follow up with the Revdex.com after the time frame passed that they said my account would reflect the credit. 
Regards,
[redacted]

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. Upon further review of customer’s...

complaint/information, the exchange of the item was authorized by her Protection Plan Company.  We are only able to process the exchange that was authorized by the Protection Plan Company and we cannot change it from an exchange to a reselection.  Ms. [redacted] would need to contact her Protection Plan Company directly to discuss other options since she is not wanting the even exchange that they have authorized. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Hello Revdex.com,  Good Afternoon, Hope all is well, reached out to our guest today 6-13-17  [redacted] regarding this inquiry and unable to get in touch with guest, we have also left a message for guest to call us back on 6-9-17, to date we have not heard back from our guest....

Resolution, when guest return call we will advise that he can come in and reselect a different mattress, for the same value originally paid, if reselect higher value will be responsible to pay the difference, if chose lower value the finance company will be notify to adjust guest bill. Thanks as always to bring to our attention.

Dear Revdex.com,We are sorry to hear that our customer is experiencing back pain.It any customer feels pain or discomfort we recommend seeking medical attention. As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any...

mattress sold.  Some manufactures have specific comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.Our customer reported to us that the mattress delivered on 2/21/13 was “sagging.” We agreed to send a craftsman to inspect the mattress at no cost to our customer.  On 12/4/14 a craftsman from U.S. Quality Furniture Services (USQFS) inspected our customers mattress.  His detailed report and photographs indicate that the mattress contains no defects, and looks to be in good condition.  Photographs of the tags show that the mattress is the same model as the one purchased.  Based on these inspections there is no physical evidence that indicates that the mattress purchased is defective, or is a different model then what our customer intended to purchase in 2013.  As a gesture of good will, we have agreed to do another inspection at no cost to our customer to ensure there is no defect.  This inspection has been scheduled to take place on 12/27/14.  If this particular mattress contained a body impression greater than 3/4ths of an inch we will consider the mattress defective and provide an exchange. Thank you for bringing this matter to our attention.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:This is in response to Ashley Furniture and the rejection of their reply.  On the initial call on 5/26/16 I was told they could not send a tech out unless I sent pictures. I told [redacted] I did not have the means to do that. I said I may could get my [redacted] to come and do it but I had no idea when that would be. I called back and to let them I do hope not get the pictures to them. I don't know he ladies name but she tried to put [redacted] back on the phone and I refused to talk to her after the initial conversation. The lady said that [redacted] had sent the clIm over to their third party adjustor. After several weeks and no response from anyone I called back and spoke to [redacted] in customer care. She said the man that was to come was very far behind that his [redacted] was sick. She advised me to call the warranty company. She said the warranty company would take pictures and send them with a report. That is what I did. The adjustor took pictures and stated to me that this was a manufacturer defect. Per [redacted] they did receive the pictures and the report. Now they say they have to send their third party adjustor to assess. That is where we are as of 7/5/16.
Regards,
[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.]There is no closure to this matter. We should have been informed of your "no return" policy at purchase. We were not! Having it written on the back of a receipt or another page of a receipt without being told by the sales person is bad business practices. I will think twice before I do business with Ashley Furniture again! 
Regards,
Janet [redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience our customer has experienced due to damaged merchandise.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 We have been trying to reach our customer and will continue to do so.  We want to ensure our customers satisfaction and will discuss options available with our customer directly, once we are able to reach them.Thank you for  bringing this to our attention.Sincerely,[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We
appreciate that you have notified us regarding this Customer’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.I have been in contact with the customer and they are sending in photos of the damages.  Once we have received the photos we will work with the customer for resolution.
Regards,
Ashley Furniture Homestore – Corporate Office

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 the retail store location. They have advised that they have waived the delivery fee for Mr. [redacted]s. Also the legs that were reported missing, have been ordered, and were shipped out today by United States Postal Service. The tracking number for the part order is 9[redacted]839955[redacted]3.    Regards,Ashley Furniture Industries, Inc.Corporate Office SK

This customer was taken care of and delivered and new Bed on 01/25/17. We ate the cost of more expensive bed and sent to him. AFI 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 01/25/17.

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 do not close my complaint ([redacted]). I am awaiting Ashley furniture to send another technician out. They called at 7:30am the scheduled day (April 7th) to come out, to tell me they had cut "the wrong sized pieces" so had to cancel and reschedule the appointment); absolutely ridiculous! I feel like they are just hoping I will give up and go away- like it is some sort of game for them! This is disrupting and ruining my life with the stress of it all. They are now scheduled again (this will be the 4th time a tech has come out and the 5th scheduled day of disruption for me) for the 25th of April. They are making matters worse and worse!
Regards,
[redacted]

[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. The furniture was delivered after hours and outside of the agreed upon delivery time frame.  As a result, the response to the last Revdex.com communication was completed just prior to the furniture being delivered.I'm satisfied with the furniture that was delivered, however the experience with Ashely has been less than satisfactory.
Regards,
[redacted]

We have contacted our customer, and agreed to a resolution.

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 this...

complaint we contacted the store’s upper
management.  The store’s upper management
has reached out to customer and left some voice messages asking customer to
call them back.  The store is willing to
refund customer’s delivery fee if she is wanting that refunded back to her.  We invite [redacted] to contact the store to
further discuss the refund. Sincerely, KCAshley Furniture Corporate Office

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding Sarang [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 Mr....

[redacted]’s concerns, we reached out to our retail location for further assistance. Our [redacted], [redacted], reached out to Mr. [redacted] to make sure that the delivery scheduled for today was completed without incident. [redacted] also offered a refund of the delivery and set up fee.   We apologize the inconveniences Mr. [redacted] has experienced and hope the above solution is satisfactory in resolving these concerns. Please feel free to reach out to our Customer Care Department at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Again,we are rejecting the offer from Ashley Furniture because it is the original offer made by customer service, this is the offer that caused us to contact Revdex.com. Its the same offer with a slight twist and we are insulted. We already set up and appointment with [redacted] for the 16th for a technician to come out and get the serial number from the sofa that we couldn't locate, so we can receive the 50% store credit. We did this on the 7/6/16. We were already told rudely by [redacted] Ashley Furniture will not repair the furniture. We don't understand why Ashley is responding to a complaint with the same solution. If that was acceptable we would've accepted the offer from the beginning, there wouldn't be a need to contact Revdex.com. We have attached pictures of our 3 year old furniture. Not 4 years but 3. We purchased in October of 2012, its July, no calendar made will calculate that as 4 years. We would think that Ashley would want to sell quality furniture and admit that since these pieces are clearly poor quality and defective, Ashley will do the correct thing and honor its recurrent customers wishes. However if Ashley feels that furniture peeling away after 3 years of use is quality, I will be sure to make anyone who is considering purchasing from Ashley aware of that. We are not trying to get something for nothing. We asked for repair or another set of equal value but we couldn't get either. 50% of the value will not replace the furniture. We would have to purchase more furniture form a company we no longer respect. A refund would allow us to get the furniture repaired on our own if possible, or purchase nice furniture covers.   Thank you

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]

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 see my attached document for my experiences on the matter. [redacted] from the San Marcos Ashley Furniture called me on Monday and left me a voicemail. When I called back they had no record of my purchase and told me to call back on Thursday and speak to [redacted]. On Thursday [redacted] offered very little help besides sending me another support beam in 7-21 days. I hope this beam doesn't break as well. 
Regards,
[redacted]