Ashley Furniture Homestore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.  I still will not be pleased with my experience and will no longer be a customer and will not recommend them!!
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 the retail location.  Management from the retail location has reached out to [redacted].  She was in the store today and per management is happy with her purchase. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint: [redacted]I am rejecting this response because:
Originally had contacted local Ashley a Furniture Home Store CSM advised under new ownership. For this reason hey are not responsible for warranty claim, advised please contact Sealy directly.
Did so.
Sealy asked me has original Retailer moved out of area. My reply No.
Sealy asked me have you moved out of area, my reply No.
Sealy asked date of purchase 08/2012. Sealy advised this mattress set is within warranty it does not matter who owns the local Ashley retail store.
Sealy advised me contact local retailer they are responsible to open and process this Warranty Claim.
Contacted local Ashley Furniture Home Store was given phone number to contact Ashley Furniture Home Store in TX.
Ashely Furniture in Texas my repeated phone contacts to Ashley Furniture/Texas who then began warranty claim process made contact with local Ashley retailer.
Each phone contact I made local or Texas Ashley Furniture communication received advisement's step by step instructions of warranty claim.
Began with scheduling an inspection.
Ashley advised me exactly how inspection will proceed; did detail exactly what the inspector would do. Details included inspector would take specific measurements and photos. 
Advised this mattress set with plush pillow top a huge factor in Ashley Retailer guiding the best type/brand for purchase unused, over time any pillow top seems to pop right back up; Asked can the inspector please lay on this mattress set.
To which Ashley advised me I needed put what ever I could on top of my bed to equal to my own weight prior to mattress set inspection which was scheduled in 3 days.
From local Ashley Retailer sent out an Inspector. Inspection was completed. Report typed into a tablet. Though unable to read any details of the inspection was told to sign on the tablet.
Did ask for a business card, was told no. Asked for copy of report warranty claim process all my requests been denied.  
Just one of the 4 features of this type of mattress set. Stearns and Foster Plush Lux Pillow Top.
Advised Ashley Furniture my basis for warranty claim. Did state the only area of mattress set remains supportive is the edges of mattress set. A
Did advise Ashley Furniture I have not been able to use this mattress set for many months now asking Ashley will this matter?
Ashley advised me Yes. it is important for me to sleep on this mattress set the reason inspection report determine's warranty claim. Claim will be processed as having slept on bed this entire time. Was asked to sleep on this failed mattress set even though it would place my mobility at high risk. Did tell Ashley and inspector I would not, could not risk my mobility have both Neuro Specialists and Spine Surgeons to answer to.  
Have advised Ashley Furniture phone associates in 2012 and every single phone contact to the above facts.     
2012 original date of purchase 1st called Ashley local retailer, spoke to CSM, several store personnel inquiring prior to entering Ashley Furniture retail store.
Ashley personnel knew had recently experienced in an in home accident.
In which had injured my back/spine, the very reason was in need of purchasing higher end quality mattress set.
Ashley Furniture Store associates and sales personnel assisted me in selecting Stearns and Foster. After 2 months my purchase was paid in full.
From original date of purchase to present been more than forthright with all details important for Ashley to assist me. From time of selecting the right type, brand, quality of mattress set, support and features were all detailed.
Mattress set is a Stearns and Foster. Ashley Furniture Home Store local retailer currently does sell Stearns and Foster mattress sets.
After listened to message left by local Ashley retailer advising me once again refusing to proceed any further with this warranty claim for processing, contacted Sealy once again directed to contact my local Ashley retailer. 
Doing so learned the local Ashley retailer store currently selling Stearns and Foster mattress sets.
  
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I tried calling back and have been unable to reach anyone. When I spoke to someone I was told I had 7 days to reject the purchase. My first date of contact was 12/22/17 which would have fell within the 7 day mark, but this company is difficult to get a hold of by phone and now they’re saying it’s 72 days. My company has an account with Ashley’s furniture, which is why I’d decided to purchase for my home but after seeing the way this situation has been handled I will be pulling all of my company’s business from them and I will be sure not to make any future purchases with the company. 
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...

manufacturing warranty, the warranty does not cover any sort of infestation. All of our products are thoroughly inspected prior to being packaged in shrink wrap. The items are stored in this air-tight shrink wrap until it is prepped for delivery. At the time of delivery prep, the items are again thoroughly inspected.At this time, Ashley Furniture Industries, Inc. strongly disagrees that the infestation is due to any negligence on our part. We will not be able to assist this customer with her request. Regards,Ashley Furniture Industries, Inc.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 Ms....

[redacted]’s concerns, our Management Team contacted Ms. [redacted] last night and arranged for a delivery team to pick up the damaged items from her home today 7/29/16.  Once the items are scanned into the warehouse, a refund will be issued to the customer.  It may take 1-2 bill cycles for the refund to appear Ms. [redacted]’s statement.  Should she have any further questions or concerns that were not addressed, we invite her to contact our Customer Care Department at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Received Credit.
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]

Mr. [redacted] CHANGED his order from a King to a Cal King after his original purchase. This was the cause for the delay. All Cal kings come in from the west coast and they take longer for us to receive as they are not common for us to stock. We did offer Mr [redacted] $50 in a gift card to accommodate...

for the delivery being 2 hours late but he refused.

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. My account has not been credited yet.  Once its credited that will resolve my complaint. When will me account be credited?
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Markia S[redacted]s’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 full review of Ms. S[redacted]’s situation, we do apologize for any supply chain delays that may have occurred.  Our system indicates that Ms. S[redacted] is scheduled for delivery for this coming Monday 1/9/17.  We invite Ms. S[redacted] to contact the retail location in regards to any compensation. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Initial Business Response /* (1000, 8, 2015/12/04) */
Contact Name and Title: [redacted] - Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mathisbrothers.com
When the [redacted] family purchased at Ashley, we did have a 20% off promotion going off of full priced furniture. Their...

original purchase was given the discount. However, the items that were exchanged for were already discounted.
When Ashley carries an item that is also carried at Mathis Brothers at a lower price, Ashley will lower the price to match Mathis Brothers. This is what happened in this situation. So the price was already reduced, so it wasn't part of the promotion.
We do agree that the customer had issues and the 10% offered by Dalia was warranted. Therefore we will refund 10% of their items which is $327.
Because of the confusion and their frustration, we will also deduct another 5%. This will bring the total refund to $491.
Please let me know if you have any questions.
Thanks.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund from them. However when a customer enters the store and they are immediately met by a salesman who says EVERYTHING in the store is 20% off, it should be given. If your not going to follow thru with what your representative says to potential customers then you need to be SPECIFIC in what is on sale and what it not on sale!! I am disappointed that this complaint went this far and this long.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Chris B[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. B[redacted]’s account, we have contacted the retail store. They advised that Mr. B[redacted] signed a 12 month agreement at the discounted price. If Mr. B[redacted] has other paperwork that shows a different agreement between him and Synchrony, we ask that he bring it to the retail store so it can be reviewed by the manager.        Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Andrea [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. After a thorough review of...

Ms. [redacted] situation, our warehouse management team has advised that the delivery team has successful assembled Ms. [redacted] bed.  We invite Ms. [redacted] to contact our Customer Care Team, [redacted] should she have any further issues that need to be addressed. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 this account we have attempted to rectify this matter. We have shipped out two sets of legs for the armless chair, and have expendited them to the customer. We have also sent out over $250 in gift cards to this customer. Our Director of Customer Service has also been in contact with this customer to rectify the situation.
 
 
Regards,
Ashley Furniture Industries Inc.
Corporate Office
CS

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.   We apologize for the continued issues that Ms. [redacted] has experienced.  We have ordered more fiber fill that will be shipped to her home.  We have also refunded the delivery fee of $149.99.  It may take 1-2 bill cycles for the refund to appear on her statement.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

If the product was damaged putting it back into the box, the customer would have noticed our team damaging the item, the customer again signed for  the item in good condition, it was then put into the customers vehicle and he took it home, as stated before, a lot of our product gets damaged during transit and when the customer takes the item into their home, the product left our warehouse in good condition ( per the delivery ticket the customer signed) we do not know what happened once the product left our property.As for the comment on a wood tech repairing the first cabinet, we do repairs here, not every item that comes in damaged needs to be re ordered, if an item can be repaired, we repair the item, if the item can not be repaired, then we replace the item, as we did with this customer.

Revdex.com:
I have reviewed the response made by the business, and agree to a meeting with Mr. S[redacted] at my earliest convenience. It is my hope that we can come to some mutually beneficial solution.
Regards,
[redacted]

[redacted] was spoken to by [redacted] and he confirmed with her that she would be receiving delivery on Friday 6/12/15 she was well aware of that as well.

Thank you for the update from Mr. [redacted].  As previously stated, we requested photos of the damages to help assist with the date of occurrence.  The photos the customer sent to us, had shown stains that were clearly not recent in nature as well as an accumulation of stains.  In our previous response, we provided the photos as well as a copy of Mr. [redacted]'s Protection Plan that clearly define the terms and conditions of the plan.We feel we made a good faith effort to resolve Mr. [redacted]'s concerns by scheduling the courtesy technician.  As we previously advised, if unsuccessful, we would not be taking any further action as the original claim was rightfully denied for violating the terms and conditions of the plan.  The plan states each incident needs to be reported within 5 days of occurring.  It also states an accumulation of stains is considered improper use or misuse.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.]
Regards,
[redacted]When I called to file the claim I told the representative that my mattress had a big stain and they never told me that the warranty would be voided. I don’t understand what you mean by the technician was scheduled by mistake. I paid a lot of money for this mattress that now the warranty is voided I deserve a better treat