Ashley Furniture Homestore

Complaint: [redacted] I am rejecting this response because: nothing really offered in this business responseI request again his company cancel the order Regards, [redacted] **

Thank you for the update on [redacted] ’ Complaint We did reach out to management again at the retail location Management from the retail location advised Ms [redacted] that she could come into the store and pick out a dining table and they would take $off of that table Per Management they did not offer money back just money off of a new tableAt this time we invite Ms [redacted] to contact her retail location to discuss further the amount off of the new tableRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for making us aware of Ms [redacted] 's concerns The extended protection plan covers incidents, ie, accidental damage, not issues that would surface over time from use She should have a policy in hand which clearly describes what is and isn't covered [redacted] is bound by this policy, as well as the customer, and this is what we rely on for coverage We regret if there was a misunderstanding or miscommunication of coverage.It is accurate that if the policy is not used within the coverage years the customer can request and receive the amount they spent as an in-store credit to use toward another purchase.I will get in touch with Ms [redacted] to discuss.Thank you! [redacted] , Customer Service ManagerAshley Furniture HomeStore [redacted]

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 Sincerely, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [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 Our retail management has been working with Mrand Mrs [redacted] regarding their situation A reselection of items has been offered to the customer We invite Mrand Mrs [redacted] to continue to work with the retail location until the issue is resolved Regards, Ashley Furniture Industries, IncCorporate Office AB

Hi Revdex.comGood afternoon! Hope all is well, spoke with guest and this complaint was against the extended warranty plan, as guest made purchased in Send e-m to the extended warranty plan in regard to guest requesting to reselect both living room piecesKindly removed this complaint from our records.Thanks as always to bring to our attention.thanks ?

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [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 mannerAfter further review, we have found that the mechs that were ordered were the wrong ones Our tech department has reached out to our parts department to get the correct parts ordered Once the [redacted] receives the correct mechs we will get out tech out there to install them We apologize for any inconveniences we have caused and would like to offer a $gift card to Ashley Furniture Industries, IncWe invite [redacted] to contact our customer service department if wanting to accept the gift cardsRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on ***’s situation The retail location had spoken with Mrs [redacted] on 1/4/Mrs [redacted] was advised that the in store credit would be increased to $Mrs [redacted] advised that she would speak to her son about the credit and asked for a follow up call within a couple days Our customer service tried contacting Mrs [redacted] again on Sunday 1/7/and again on 1/8/but was only able to leave a message The items in question were originally delivered in 2013, there is only a one year manufacturing warranty on the itemsThat manufacturing warranty expired in Since there is no warranty on the items in store credit is all that we will do as we cannot do a refund for items that are years outside of the warrantyWe again invite [redacted] to contact the retail location or customer service to discuss the in store creditRegards, Ashley Furniture Industries, IncCorporate Office KC

[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 11910810, and find that this resolution is satisfactory to me I appreciate Chelsea from the Long Beach location taking the time to follow up with us Regards, Ltoya W [redacted] -t***

We are attempting to reach our customer through a phone number we had on file, and by email

Hello Revdex.com, Good Evening!Hope all is well, reached out to guest and apologized for his inconveniences , we have attempted to correct guest, however the components for the two arms of guest set sofa & L/seat are not availableGuest was offered $store credit to replace his living room set and has accepted the resolutionGuest will be sent a letter to sign and acknowledge that he has agreed to accept our offer and has up to 12-14-to come in and purchase a living room setGuest was advised this offer is only to purchase a living room set and we will not pick up the he has in his home.Resolution, guest given $store credit and this will be provided to the store when guest come in to make purchase of living room set.Thanks as always to bring to our attention

I did not call the next day as they statedAfter the dresser was delivered and after the scratches were noted by the delivery driverThey departed my homeI then pulled out the dresser from the wall this is where I found the other damageI immediately went to my door to stop the delivery driverIt was too late they were turning from [redacted] road to [redacted] rd I then contacted Ashley furniture the same day maybe minutes after they leftI spoke to manager I beleave his name was ***Again I did call the same day along with the next dayI have contacted them six times to Ashley and about times to Lubbock Texas there customer service department

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding [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 After reviewing Ms [redacted] ’s situation, we reached out to our retail location for further assistanceGary, the Regional Manager of that location, reached out the Ms [redacted] and advised her of the tracking number for the replacement partsThe replacement parts are currently out for delivery todayMs [redacted] may track them on the UPS website using tracking number 1Z[redacted] Please feel free to contact our Customer Care Department at ###-###-#### with any additional questions or concerns Regards, Ashley Furniture Industries, IncCorporate Office AW

Customer was a pick up customer who examined all pieces at time of pick up, the only thing that was noted that was damaged, was one of the cushions, it came from the factory with a stain on itWe informed the customer at that time that we would get a new cushion sent directly to their homeThe customer fully examined the rest of the product, top to bottom and did not notice any other damages/ issues with the product, at this time the customer signed for the product, it was then loaded on to the truck and the customer left.Once the customer has inspected the items and notes there are no damages, we do not know what happens to that product once they leave our location, they stated at time of pick up, that all items were being received in good and complete condition ( a side from the stained cushion) but then when they got home, they had issues with the productOnce the customer got home and noticed issues with the product, they called in to our service department, we explained to the customer that since they were a pick up customer, they would have to bring the product back to our warehouse for any repairs ( this is told to the customer at time of purchase as well, they are made aware that if an issue is to arise, where they believe the product has a manufacture defect, the product would have to be brought back to the location it was picked up from) The issues the customer is having with the product, are not manufacture defects ( the cheese cloth on the bottom of the product is crooked, this part is facing down to the floor, this part is not seen by anyone, this is not a manufacture defect but a customer preference, they are also having issues with attaching the feet and are stating a board is now broken, which a board was not broken when the customer picked up at the warehouse, nothing was broken, so again, not a manufacture defect) but, we told the customer, if they would bring the product back to where they picked up, we have no problem fixing those issues for the customerThe customer actually spoke to the owner on Friday 9/30/and has agreed to bring the product back to our warehouse for our service technician to fix

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 Correction: The sales manager from the retail location did not follow up with meAshley's Furniture did not actively pursue resolutionEvery time they said I would get a call back from them, I didn'tThe refund has been issued, but I do not consider the complaint resolvedAshley's furniture has not made any attempt to explain or apologize (without prompt) what happened with the deliveryWe received no communication from them that the couch we ordered was backordered and were left waiting on delivery day after I had taken the morning off of workAfter reading the reviews on Yelp and Google, this happens frequently where customers are left waiting around for furniture that is backorderedTo resolve the issue, Ashley's furniture should provide information on what they are doing to improve their customer service, communication, and delivery routine so this does not happen to customers in the future Regards, [redacted]

the technician from SAW came out on Saturday at 6:04pmHe inspected the furniture pieces and took pictures for Bibi, I asked him if leather couches peal, he stated that leather couches do not pealWhen I purchased these pieces I was told these were in fact leatherI paid extra money to make sure these were good quality and I'm told these are not what I purchasedI also asked him if these can be repair he said they usually try to repair them but the success isn't greatBibi contacted me today and ordered to come fix the piecesI declined, I want what I paid forI have asked Bibi for her higher up to call me in case they have questions for meAgain, we are going on two months with no resolutionRevdex.com can you please help!

There is no benefit for commission only salespeople to make mistakes The credit they would receive would get removed If the only option to make what you needed work was more expensive, they would default to the more expensive option I'm sure a senior sales associate would opt for a larger purchase over a smaller one at time of sale The same would work in real estate, if your client needed a three bedroom, why would you show them two bedrooms The only reason may have been price, but then focusing on price takes your eye of the features and benefits of the needed third bedroomAttempting to have you spend less money and get more features is a sign he was looking out for your best interests financially Unfortunately by attempting to give you a savings on an adjustable base option he missed the fact that by removing the legs on that particular model the components under the base would conflict with the way the storage bed was constructed.I see you were having us match or beat a competitor to make the deal work, so I feel there may have been too much focus on getting to the right price than on the features.I appreciate you were expecting him to have a better understanding of the features on all the adjustable bases we offer, but we truly believe this was human error and he was interested in making the style and benefits meet a particular price.Thank you

We have dealt wit [redacted] ***n on the mattress issues which was still under our warrantyHe was approved for re selection and his paperwork/approval was sent to th [redacted] store on 1/30/He needs to go to the [redacted] store to choose a new mattressThe sectional furniture was an acceptance now claim that also included a year warranty through GBSHe would need to contact both in order to see what his options areAcceptance Now owns the furniture and [redacted] had been in contact with himHe will need to follow up with them on that claim

Complaint: [redacted] I am rejecting this response because: It is very ironic that we got the run around from Ashley Furniture for weeks until we made a formal Revdex.com complaint! Then and only then did we finally receive our refund for a rug we never receivedIt bothers me that they blame the supplier when in actuality they cannot deliver on their word aloneThey bait and switch you in their store to get your money then the long game of confusion beginsFirst you find out they do not actually have the furniture in stockSecond you discover it will take longer than weeks to get your rug shipped to your homeI can tell you that we get deliveries to our home from other furniture stores without any issues all the timeAshley furniture is a dishonest business that would not know fairness or truth if it stared them in the faceIt is all about smoke, mirrors, and deception which is why I cannot accept their blaming the supplier and our bank! Ashley furniture is solely responsible and it would have been nice if they would have accepted responsibilityUnfortunately, in this day and age it takes a lot of character to stand up and admit your mistakesIt would also beneficial for future customers if they would abide by fair business practices and follow Texas law with regard to the bait and switch Regards, [redacted]

Initial Business Response / [redacted] (1000, 8, 2017/08/31) */ We apologize for the confusionWe are not blaming you for the problemsOur policy, which is also on the back of your receipt indicates that picked up items must be returned to the location of pick up if any issues should arise We will be happy to correct the issues with your furnitureSince this was a customer piyou will need to return that piece of furniture back to the distribution center and we will be happy to make all necessary corrections Initial Consumer Rebuttal / [redacted] (3000, 10, 2017/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable because I did nothing wrongI did not damage the furniture, it was already damaged when I received it and I do not believe that asking for it to be replaced is asking too muchI am appalled by what Ashley Furniture is considering their customer serviceThis response is generic and does not even specify what will be done to correct my issue Final Business Response / [redacted] (4000, 12, 2017/09/15) */ Again we apologize for the confusionWe are not blaming you for the damage, however the terms and conditions on the back of your receipt do clearly state "We strongly suggest that you open and inspect merchandise before leaving the premises." "We cannot be responsible for any damage after leaving our premises" Also that "picked up items do need to be returned to the pick up location if problems should arise." This is not just for you but for any customer pick up itemsHowever we will be happy to make corrections for you Please return the chaise to the service center to be inspectedWe have a full service center with craftsmen who will gladly make the necessary corrections