Ashley Furniture Homestore

Date: 3/13/
Revdex.com
[redacted]
Complaint: [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 customer's claim, upper management has
already advised the customer is responsible for re-paying the $At the
time of the refund the customer was aware that they would only be refunded
$and not $
I do apologize but at this time we will not be able to
fulfill the customer's request
Please feel free to contact me with any questions or
concerns
(Reference Stoneledge [redacted])
Thank you for giving us an opportunity to response to
this situation
Regards,
Ashley Furniture Industries, Inc

Complaint:[redacted]
I am rejecting this response because:they have not yet been able to reach me
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.
Yes I did received two phone calls on the 25 and 26 of March.  They were made from the warranty department advising me that the call was to attempt to send me a technician and or recliner replacement, which was taken upon delivery.  The young ladies that made the calls apologized to me stated that they were aware of my concerns and issues with Ashley's furniture and stated that they were not authorized to make an exchange take back the product.  That it was up to Ashley's to make that decision and by the looks of it.  Ashley's was not willing to help me.  She advised me that the only thing she was able to do for was send a tech and or replacement parts.  I then advised them that I was filing a complain with Revdex.com .  At which time she apologized and stated good luck.  I purchased an extended warrant for the product and this calls were made from that warranty department.  After Ashley's was made aware of this complain with your office.  Ashley had an employee call me, which received on Saturday 04,2015.  This employee once again attempted to set an appointment for a technician to come to my home and attempt to fix the broken recliner, which was return the same day of delivery and has not been in my home.  When I advised the employee that the recliner was not in my house, but he broken furniture was still here.  She advised me that she was looking at her records and it did not say anything about a broken piece of furniture other then the recliner.  The employee apologized and advised me that she will place that on her notes and forward it to her [redacted].  I then advised her that I had a claim open with Revdex.com. at which time she apologized and terminated the call.All I want is for Ashley's to pick up their broken furniture out of my house and cancel my credit card in regards to this transaction.  I am not satisfied with the poor made product and their poor customer service.  I don't want their product in my house and or deal with this company ever again.  I do not believe that I should pay for a product that is poorly made and a company that is not willing to assist me, when I need help.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11761668, and have determined that this does not resolve my complaint.  For [redacted]r reference, details of the offer I reviewed appear below.
I did not sign on any document. Please provide the copy of document that I signed. Otherwise, I will sue Ashley for forgery.[To assist us in bringing this matter to a close, we would like to know [redacted]r view on the matter.]
Regards,
[redacted]

Date: 4/30/15
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
At Ashley Furniture one of our primary goals is to provide customers with the highest quality of service. We do regret to hear of your dissatisfaction.
 
Upon review of the customer’s complaint it looks like...

they were financed through a finance company, not through Ashley Furniture. The customer signed a contract for 360 days same as cash on March 20th 2014. If the account was not paid on full on March 20th 2015 the finance company would then charge the customer interest starting from the original date.
 
I do apologize but there is nothing further Ashley Furniture can do for this customer as the finance company is following their terms and conditions.
 
Please feel free to contact me with any further questions or concerns.
(Reference Stoneledge [redacted])
 
Thank you for giving us an opportunity to respond to this situation.
 
Regards,
 
Ashley Furniture Industries, Inc.

[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]

After further review of Ms. [redacted]'s claim, we have been notified by the warehouse that the mailbox was replaced on Friday the 21st. Also the store advised that the refund for the discount on the furniture was processed today. Ashley Furniture apologizes for the frustration Ms. [redacted] has been going through with this situation. Unfortunately we will not be able to refund the whole amount Ms. [redacted] is requesting. We invite Ms. [redacted] to contact the local retail store for an update on the refund that was processed.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeSK

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.
While it's nice to receive a "no because..." rather than a flat out "no," considering I've been unable to find my warranty, the primary nature of the complaint was listed under customer service, not the warranty itself. I spoke of the warranty and the state of the product to shed light on my agitation. I've never had to be this aggressive with a company who a product or service to myself or my family. Therefore, I couldn't in good conscience accept the response as it was. However, to be positive, I will say that the third representative who handled my call after the visit with the technician - a man who works at the local store in Waterford Lakes, whose name escapes me - handled my call expertly, and my reaction was at its worst with this individual. Of all the people I spoke to, he was the main person who was apparently capable of providing answers and even offered a solution, small though it was. He was also honest with me, which was appreciated. He also did not hang up on me.I will no longer request repair, but I acknowledge that it's for the best (for both parties) that my family, friends, and myself no longer seek products or services from Ashley Furniture HomeStores. No further assistance is required, as I just wanted to clarify. Thank you. 
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.I have received the recliner mechanism, but the repair has not been done. Once the repair is completed I will update the Revdex.com, as to the resolution. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have called back to discuss the issue. Ashley Furniture and I agreed to a full refund of the delivery fee and schedule delivery for Saturday July 26, 2014. 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, 2014. I was never contacted by anyone from Ashley Furniture about any delays and could not wait beyond 2pm Saturday July 26, 2014. 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]

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 review of Mr. [redacted] claim, we have reached out to upper management at our retail store location. They have advised that they have been in contact with Mr. [redacted], and a refund of $340.00 has been issued to his credit card.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We have contacted our customer and the issue has been resolved.

[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]

[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 UNSATISFACTORY to me. However, I actually spoke with the Store Manager at one of the Ashley Furniture locations and he is replacing the damaged pieces for me. As a result, I can close this complaint since he was professional and ethical enough to accommodate me. It is unfortunate the corporate office could not extend this type of courtesy LAST YEAR when the issue was initially reported, but their long list of complaints speaks volumes for their lack of service and poor standards. It is good to know that there are at least sensible people working in the stores.
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.  I do want to respond to the owner or senior manager that answered this complaint. In regards to where we signed, it was never explained to us the situation as you described. It was never explained that once we bought it, we own it, period. We are looking for a solution to my very odd health issue. With great pain we explained even Mayo clinic finds my particular version of GERD odd. It can be exacerbated by heat or pinching. As we discussed with the sales person(s) they changed on us 1/2 way through, we were also considering a new mattress and want to buy the frame first, as we already own a rather expensive mattress. I gather Tempurpedic is a good sale, but not your top seller, so we I would believe are in an elite group of customers.To cross that so you understand, we went to Mattress Firm and [redacted] stayed there WELL after closing explaining everything to us and trying to help us find a solution, more then just a sale. Your model is such its like a bunch of used car sales man they have to push hype real fast, and jump around to customers. They were too busy looking for the next sale to take the time like Mattress Firm did. Had they actually spent the time, we would have found out that the base was not returnable/exchangable. We might have even found out that there are 3 other adjustable bases available and we might have found out if your "trained and caring" sales staff (no high pressure salesman) that there is a model that would not pinch my mid section. My situation is caused by any form of bending or pinching right around the belt area. The platforms that lift more in that fashion might actually work.I do appreciate what you do in the community, and to be honest was shocked to be treated in such disregard. I should have had your store's attention at hello. I should have been turned over to a manager at, [redacted] thanks, but this solution you sold me was very close to sending me to the ER. I should have had your attention at it happened several days in a row, and no one really returned my call until I contacted Ashley Corporate and weeded through their custom response system. I should have had your attention at finally someone from Jacksonville corporate followed up with me, but did not stay on top of it, and I felt yet again abandonded. I should have had your attention at we have taken extreme care to wrap this base up, get it off the floor (how your installers placed it in our home. We VERY carefully moved it up onto a base that you send out, which was nothing like the cool grey platform they showed us in the store it would be sitting on. And lastly, I did not get your attention until I contacted the Revdex.com. I have also contacted the media to try and get your attention, and used other social media outlets such as yelp to get your attention, and that was rather difficult, in good faith I have canceled all those measures now that your customer team at corporate is working on my behalf. As we explained from the moment we went back to your store, we want a very calm civil solution, and want to continue to be customers, but were not given the right opportunities and education about our purpose. And I must re-itterate, no one expressly claimed when we signed the forms, all sales final, or whatever that quote you gave me, I do understand your situation, and we even offered to pay more, buy something else, etc... But we didnt mean excessive. I get you need to make a profit, and I support that fully, but if you want to retain your customers in difficult situations you dont ask them to bleed. You try first to heal the wound. I was in retail a long long time, and ran a few restaurants and have been in much more customer service difficult situations then I care to mention. With sadness I say until the ugly side of me had to come out, I just did not have you at hello and I should have. Maybe your managers should engage a bit earlier, instead of sending the sales guy back to try and bleed the rock.  There is my 2 cents.I will accept this currently, it appears the store is going to work with us on the original purchase we decided on in the store, but were moved to something else. If this transaction will occur without significant blood loss, meaning you are going to hit me for 50% or more, then I am willing to accept this.
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.
We specifically asked the technician who came to change the parts to put in his report, We don't want to go through this hassle anymore we want either a complete refund or brand new couches.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Mike Casper’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.   We apologize for the quality of the furniture that Mr. C[redacted] has received. We have reached out to the retail store, and was advised that he will be going to the store today to get a reselection of new items. He also will be getting a refund for the original delivery fee from his first original purchase.    Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Good Morning,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you notified us regarding Mrs [redacted] situation. we take these matters seriously and want to ensure the proper septs are followed so a resolution can be reached in a timely manner. After careful...

review of the situation I have gone ahead and ordered 3 new cushion casings for Mrs. [redacted] it will take 10 to 15 days to arrive. Once they do arrive customer may call for a tech if needed. Regards, Ashley Furniute Industries, Inc.Corporate OfficeLB

Dear Revdex.com,
Please convey our apologies for any inconvenience caused by the imperfections and material manufacturing defects found at the time of delivery on 11/06/14.
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. 
Our customer has made a specific request asking for a licensed craftsman to be available on a Saturday when not normally scheduled for the area.  As a sign of good will, we have agreed to make special arrangements to meet this request.
Customer satisfaction with the craftsman efforts is important to us.  Please make our customer aware that we will continue to work with them.
Thank you for bringing this matter to our attention.
Sincerely,
[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 refund has now posted. Thank you. I consider this resolved. 
Regards,
[redacted]