Ashley Furniture Homestore

Hi Revdex.comGood evening!In response to guest e-m, guest made purchased and had furniture delivered and assemble, call in to inquire about price matching online. Spoke with guest and advise yes, we will price match the furniture only guest inquire about the delivery fee advise will not be able to...

honor as the price  match is only for the furniture only, as per Ashley on line pricing. Guest was told we do not  refund after 72 hours of making the purchased, but since she is not happy receiving a store credit a refund was okay ed. When guest was called by the store refused to accept the refund as guest stated she wants her delivery fee back.Call guest back today 9-10-15 and advise we will honor the price match for furniture but we will not be able to honor the request for the delivery fee.Thanks as always to bring to your attention.

Complaint: [redacted]
I am rejecting this response because:
Finally, someone did come out after many phone calls and hassel. Twice I was told...

someone would come out and never did.  I will not recommend this store to anyone and the customer service  is horrendous
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was promised my delivery fee would be waved, I have not received credit back to my credit card. The furniture was delivered 2 days late, and no fee has been...

refunded.  I also asked for a discount on the furniture and no one has contacted me about this.
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 review of the...

customer’s account, the retail store has issued a refund of the pillows.  The refund will be sent directly to the [redacted] and the customer should see the refund on her next billing cycle.
 
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Thank you for the update on [redacted]’s complaint.  We did reach out to upper management again and we were advised that the Regional Manager would be reaching out to Mr. [redacted] this week as Mr. [redacted] was going out of town.  The Regional Manager has spoken with Mr. [redacted], and has agreed to pick up the merchandise and give a full refund.  The pick-up date is currently set for 3/24/17 with a time frame of 9:15-1:15.  Once the items are picked up and returned to our warehouse the store will finish processing the refund. The refund will be applied back to the credit card that was used.  We invite Mr. [redacted] to contact his retail location if he has any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update from [redacted].As previously advised, the retail location has refunded the cost of the sheets to the customer.  It may take 1-2 bill cycles for the credit to appear on the customers statement.  We invite the customer to contact the retail location with any...

further questions or concerns.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

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.]  I find it laughable that Ashley Home Stores still insist that my furniture only has a one-year warranty.  The phone call which prompted this complaint was due to the manager not being able to add five years to 2012.  She INSISTED that my 5-year warranty expired in Sept 2016 several times over.  All one has to do is simply listen to it-provided it was recorded.  Furthermore this company has repaired my couch which was bought in conjunction with the love seat twice: once in 2015 for peeling of the seat cushion and armrest, and again in 2016 for peeling of the backrest (Ashley claim numbers 166336 and 231673).  Why was my furniture repaired nearly two and three years AFTER my warranty supposedly expired?!  Please answer why the manager insisted that I "had" a five-year warranty and also why my couch was repaired supposedly after my warranty expired. 
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 have been fully refunded. Thank you.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Patricia [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.   We are so sorry that Ms. [redacted] is not happy with her Guardsman Protection Plan.  The reason that Guardsman is not covering all the chairs is because it only covers accidental damage.  It sounds like the other chairs have issues that may have occurred over a period of time. At the time of the purchase the customer received a 1 year manufacturing warranty that would have addressed these concerns. Also there are instructions under the chairs that recommend periodic tightening of the legs when needed.    I would encourage Ms. [redacted] to reschedule the Guardsman’s Technician to repair the one chair.  As for the other chairs; they were purchase 8/29/2014 and they are well outside the one year warranty.  If Patricia is not satisfied with this response, she can contact our Homestore Customer Care Team at 800-240-2222.  I not believe they will be able to assist because of the warranty.   Thank in advance for your assistance.  Please feel free to contact me if you have any other questions and/or concerns.       Regards, Ashley Furniture Industries, Inc. Corporate Office SC

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Isabel 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. We apologize for the...

inconveniences we have caused Ms. A[redacted].  We do have a part order for the legs, and it is shows as being shipped out already.  Per the UPS tracking number (1ZW42V180377720612) the legs delivered to Ms. A[redacted] on 1/30/17 left at the front door.  For installation of the legs we ask that Ms. A[redacted] contact our Customer Service Center to schedule one of our Furniture Technicians to come out and install those for her.  Again we apologize for the inconveniences we have caused and would like to send Ms. A[redacted] a $100.00 gift card.  We invite Ms. A[redacted] to contact our Customer Service Center at 1-800-240-3440 to schedule the service technician and advise if she will accept the gift card or not. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Hello,
We have processed the refund, however if there were any upcoming
payment to [redacted] they would need to be paid and the [redacted] would refund them. We are
unable to call [redacted] on the customer's behalf, but have confirmed they have
received the information that all items
were returned.
Thank you

Hello Revdex.comHope all is well, reached out to guest and was unable to make contact let a detailed message when guest call back. Guest made purchased in 2015 and call us in 2016, advising that he need  cushions due to flattening , he have ordered as a courtesy and product was available at the...

time. Flattening is considered normal  wear and tear, guest do have the extended warranty plan but flattening of cushions not covered as this is normal wear and tear. Resolution, when guest return call will apologized for any inconveniences, and advise that the set he bought in 2015 has been discontinued and no components are available to order.

That is a lie because I tried to get the rest of the order transferred to the [redacted] store. I was told that each store was independently owned and operated and to get the 3 missing pieces from the [redacted] store it would cost me an additional $200 since I would not be buying them as part of the package deal. I still want to be refunded for my wasted days off work that would not have happened if management would have kept me updated on what was happening or not promised delivery dates that they knew were false.

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...

Ms. [redacted] claim, we have reached out to our management with our delivery team. They have advised that this is being addressed with our delivery team’s management. We have been advised that Ms. [redacted] will be contacted to discuss a resolution for this claim.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Ms. [redacted] purchased her furniture from the Ashley Furniture-[redacted] franchise on or about 4/17/14 and exchanged some of her furniture on or about 9/19/14, so it is still under the one-year Ashley warranty.  I am unsure of these dates because, as the new owners of this franchise (as of 12/1/14) we have only limited access to the records of [redacted].  But, of course, as the new owners of this franchise, we have an obligation to provide warranty repairs on her Ashley furniture.
 
I have been working with Ms. [redacted] on the issues with her sofa since 1/29/15.  On 2/18/15, I mailed a letter to Ms. [redacted] with several options for resolution from which she could select; a repair, an exchange, or a return with a restock fee.
 
On 3/18/15, Ms. [redacted] reached out to me to accept the exchange option for her sofa, but proposed we provide a service inspection of her loveseat, too, to determine if we would offer the same options for her loveseat.  I thought her request made sense, so I created a service claim and asked our Customer  Care department to contact her to make a service appointment.  Unfortunately, I had the wrong phone number for Ms. [redacted], so our Care department’s messages went unanswered until [redacted] contacted us again on 4/6/15 with the correct phone number.
 
This service appointment occurred on 4/8/15, and our technician judged the defect in the loveseat to be economically unrepairable.  Ms. [redacted] has chosen to exchange both her sofa and loveseat.  She may reselect from any of our Ashley Furniture HomeStore or Furniture and ApplianceMart locations, throughout Wisconsin.  The final step is to determine the amount of in-store credit to which she is entitled.
 
On 4/10/15, I reached out to the former owners of the franchise to request a copy of her original purchase records with her price paid, to determine the amount of the credit she can use to reselect new furniture.  I resent this request on 4/15/15.  I am still waiting for a response.
 
We asked Ms. [redacted] if she could produce a copy of her original purchase receipts, which would also be acceptable to us as proof of price paid.  She is seeking these in her personal records.  As soon as we obtain this documentation, Ms. [redacted] can proceed with reselecting her furniture.
 
Though Ms. [redacted] does not yet have resolution, I believe we are handling her issues promptly and in good faith.  I look forward to delivering Ms. [redacted]’s new furniture to her, and hope she remains our customer.
 
[redacted]   [redacted]     [redacted]
Ph:  ###-###-####
Fax:  ###-###-####

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 the retail location.  Management has reached out to [redacted] and advised delivery is set for 6/5/17 and customer is okay with that date due to being out of town.  The retail location has also offered at $75.00 gift card and was advised to go into the store at any time to pick it up. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Hello Revdex.comGood morning! Hope all is well, we will be picking up guest set and refund him the $750.00 as a corporate check, which will be issue to guest once we pick up his set. The check will take fourteen days to mail out to guest.Thanks as always to bring to our attention .

Complaint: [redacted]
I am rejecting this response because:I have asked for an apology since they can't compensate for the time that I have wasted on handling it. They have yet to apologize especially the store manager who has repeatedly lied to me. They also have shown no proof of the refunds except one portion and they expect me to do it. Based on their response here it is evident that they do not care about their customers. There was no need for the response they made...it seemed snarky and rude. I haven't asked for much during this process. I have asked for an apology, a refund, and the chair to be picked up. They have for sure completed one task and I'm waiting on verification for the refund. It should be their responsibility to provide me proof especially considering it was their mistake. I have yet to be able to get in contact with someone at their credit card company for verification of the refund. I work and have a life outside of this process and unfortunately when I do call I can't reach them and/or it wasn't showing at the time I called. Again I have been dealing with this for 2 months. They need to respect and it is clear they don't. Again they should have printed out their records accordingly and apologized and the process would be done. They are only concerned that their reputation is on the line once I contacted Revdex.com and they make it clear every time they talk to me. They only contact me when they get a notification from Revdex.com and never once called me prior to reaching out to the Revdex.com. Everyone should be aware of buying things from them.
Regards,
[redacted]

I recently filed a complaint my complaint number is [redacted]. Ashley did send me a text message about a delivery date for 10/20 for my items I called to confirm this.Thank you Stephanie Martinez

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Kenneth K[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 the Kenneth’s claim, we delivered new bed rails on 12/29/16. Kenneth contacted the retail store, and stated the rails are too long for his mattress. The retail store has scheduled a technician to go out, and inspect the rails on 1/14/17. Once the technician has completed his inspection, he will be sending his report to Ashely Furniture.  We then will be in contact with Kenneth when we receive the report from the technician.  Regards, Ashley Furniture Industries, Inc. Corporate Office SK