Ashley Furniture Homestore

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 appreciate the time and efforts taken by [redacted] to bring this situation to our attention.    We have been advised by...

the Santa Clarita Management team that they will be contacting [redacted]s and will be refunding his delivery fee along with the taxes. We apologize that Mr. [redacted] had to go to the extent of filing a Revdex.com to get his concerns addressed. Our goal at Ashley Furniture is to provide the best customer service, unfortunately this time around we fell short.   Please let us know if there in anything else we can do for [redacted].   Regards, Ashley Furniture Industries, Inc. Corporate Office SC

I apologize for the confusion, adjustable bases on storage bed is still a new concept for most of the team.  The manufacturer's representatives have even had to correct themselves on which models are compatible and which are not.As I understand it the issue is being handled by HomeStore customer service.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Abby [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 Ms. [redacted]’s complaint,...

we have reached out to upper management at the store she purchased from. Management from the store has reached out to Ms. [redacted] to advise they would refund her the $200.00 she asked for.  The store management has advised they did the refund on 2/28/16.  Currently the delivery of the new chairs is scheduled for 3/12/16 with the *VIP marking on the sale. RegardsAshley Furniture Industries, Inc.Corporate office**

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,

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.
This is an unacceptable response. I told them from the beginning not to call me but to text or email me instead. They came out and delivered most of the furniture but refused to bring the couch in because it didn't fit. The movers made scrapes in the hallway in several places. I don't find a 1% discount to be an acceptable compensation for a month and a half wait with no furniture and having to take off work now 3 days. I'm still unsatisfied and still dont have a coach because of their failure to communicate by any method other than voice telephone. Not everyone has the time to sit by the phone all day  for you to call. Can this be escalated to the person answering this messages manager?
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 Mr....

[redacted]’s claim, we have reached out to our retail store location management. They have advised that the refund has been processed this week. The amount that was processed is $754.98+ tax. We invite Mr. [redacted] to contact the local retail store for an update on the refund to his synchrony account.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Ashley Furniture cannot deny or approve claims for the protection plan company.  Regardless of why you moved if the protection plan company doesn't have any representation in your area they have the option to cash out for the incident.They will not invest in a technician that wasn't already approved to do work for them.Their preference would have been for you to have moved to an area they represented because the expense to resolve a broken leg would have been much less.We have military and non military move out of the area and into areas where the protection plan company is already doing business with local Ashley Furniture HomeStores and other furniture stores, so for those areas the warranty services transfer seamlessly.

[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]

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.First and foremost let it be known that it was not Ashley that reached out to myself, but that I had to reach out yet again to them on 08/11/2017. In doing so I spoke to Courtney Customer Service for Ashley who passed me over to [redacted] of Acceptance now to resolve the issue with the contract. I was worried because our payment was due on the 15th and without an amended contract as agreed upon I was not comfortable making a payment. [redacted] assured me that I would receive a CB from her the following day and that she would do her best to get it corrected for us. She also assured me that no late fees or any additional charges would result from the payment not being made. I also advised [redacted] that I would not accept for the tech to come to my home to repair the couch. We agreed to a purchase of a brand new in ear perfect condition couch. Not a damaged one. Which was clearly damaged when the delivery men threw it 4 ft., at the least, off their truck. So unless they are willing to give us the couch that we purchased then I want my money refunded in total and they can take back this horrible couch. Up t today I still have not received any contact from [redacted] at Acceptance now so that we can resolve any of these issues. The tech is welcome to come to look at the couch and I am awaiting for them to come on 8/18/17, but like I said this does nothing to resolve the entire issue. I apologize I was incorrect I did receive one email from a store manager. But when I responded he never responded back to me. This was on 08/15/17 his name is [redacted]

We have contacted our customer, and started discussing resolutions.

Date: 10/20/15
Revdex.com
Complaint Department
Thank you for responding to Ashley Furniture in regards to your complaint. As stated in our previous response the parts were ordered today 10/20/15. Due to the customer having more than one purchase order we were unable to locate the sofa. Please allow 14-21 days to receive the parts. Once the parts arrive please contact Ashley Furniture to have a technician scheduled to come and install.
Regards,
Ashley Furniture Industries, Inc.

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 reviewed the response from Ashley Furniture Industries. Dealing with Ashley has been a painful and time-wasting experience. I have been trying to resolve this issue with Ashley for over a year and I have had no success. Every mirror and dresser they deliver to my home to replace the defected ones have the same defect, even though the mirror and the dresser that they display in the show room have no defects. Basically, what they display in the show room could be different from what they deliver. Even their delivery drivers confirmed that every mirror from this product line that they delivered to other costumers has the same defect. The two mirrors that I purchased from Ashley have a significant lean and one day might fall down. This has the potential to seriously injure or harm my children, my wife, or me. On top of this, the delivery drivers do not show up on time. On one occasion, the delivery driver called me at eight on Saturday morning and promised to be at my house by nine in the morning. I stayed at my home until the evening, waiting for the driver, but he never arrived; my entire day was wasted.At one point, Ashley sent an independent technician to inspect the furniture to determine the cause of the issue. He told me that there did indeed seem to be a defect with the structural support of the mirror. However, Ashley’s employees continued to deny this and refused to supply me with a copy of the technician’s report.I have called and went to their store countless times to get the issue resolved and I have even left my phone number with the employee so the manager, Randy Hadaway, can call me back. Unfortunately, I have had no success.I was offered 20% of the total merchandise value as compensation (approximately $600). I called a few days later to accept the offer, but Ashley denied that offer. Recently, I offered to settle this matter for $500 but they still do not want to accept it.I will be willing to accept $500 and put this matter to rest. ]
Regards,
MH

[redacted] at point of sale Stephanie signed two different transactions to be delivered on two different days.Transaction [redacted] for the sectional and dining room was tentatively scheduled for 10/21.Transaction [redacted] for the Buffet was tentatively scheduled for 10/31.It was known from the...

beginning there was a delay on the Furniture and a additional delay on the Buffet.  We wouldn't have created a second invoice Please let me know if you need us to resend copies of the two transactions to you or the Revdex.com.Thank you.

Customer made a purchase of a tv stand on 4/5/2014 at the time of the sale the customer was made aware the order would take anywhere between 2 to 4 weeks to arrive and if he wished to cancel his sale he had to do so within 24 hours or there would be a 40% restock fee. The customer agreed to the...

terms of the sale and signed the invoice for order and policy acceptance. After the customer signed the invoice, customer service then went over the policies for pick up. The customer was made aware all items do require assembly, it is the customer responsibility to look over all pieces for damage and the customer is responsible for bringing any items they need to secure the items for transit, that will not be provided by the company. Also on the policy for pick ups it states that we do not preview the items before pick up, there is a chance merchandise will come in damaged and we are unaware of that until time of pick up and if an item is damaged it may result in a second pick up. The customer signed these policies as well so the customer was aware of the chance he took picking up items, he was aware that some pieces could be damaged and he would have to make a second trip back to the warehouse to pick the item up.
At the time of pick up there were a few damaged pieces, we offered to fix the pieces for the customer but he demanded they be brand new and he demanded that we deliver once the brand new tv stand came in. We reiterated the polices of pick up and made him aware he would have to come back to get the tv stand.
We ordered the new tv stand for the customer and it came in on 4/30/2014. The customer was called and made aware the tv stand was in for pick up and that we have already opened and inspected the pieces and made sure everything was in good condition so a third trip would not have to be made, the customer then told us he was not picking up and that we are going to deliver it to him, we told him he would be picking the item up, he was already made aware at the time of sale that there would be a chance items would be damaged and there would have to be a second trip made for pick up. He did not like what we had to say, told us he would be getting delivery and hung up.
The customer was made aware 4/5/2014 that the first time he sees the product is our first time as well, he was well aware that there was a chance the product could be damaged and he would have to make a second trip for pick up, this is not something we sprung on him at the time of his pick up, the customer signed our pick up policy and also received a copy himself. The "damaged" stand the customer originally declined was fixed and is in excellent condition, we did not have to order a new tv stand but we still did and as stated before we even took the extra step to open and inspect all items to make sure there were no damages and a third trip would not be needed.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
I UNDERSTAND THAT BUT WHEN I MADE PURCHASE AT YOUR STORE AMOUNT WAS 1689.00 WHICH IS UNDER WHAT YOU SAY APPLIES TO 48 MONTH FINANCING.
THAN WHY DID THE SALES PERSON ASKED MANAGER AND THEY SAID YES IT WOULD BE 48 MONTHS WITH NO INTEREST ALSO THE CUSTOMER SERVICE PERSON SAID IT WOULD  BE 48 MONTHS.THAN YOU HAVE TO PEOPLE IN YOUR EMPLOYMENT THAT FABRICATED THE TRUTH TO GET SALE.

We have verified that our customer's gift card was mailed on 10/6/14. It is printed on a card stock paper, and may resemble an advertisement at first glance.  Please feel free to contact us directly with any questions.

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 full review of the photos and serial numbers, we would like to apologize for the experience Mr. [redacted] has had.  We have issued a store credit in the amount of $2070.89 which is what he paid for the sectional back in 2010.  We invite Mr. [redacted] to visit the retail location to which his original purchase was made to use the credit.  He can reference CM# 3107630 while there.  The retail location will assist with is new selection.  We will pick up the damaged pieces when we deliver his new pieces.    Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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

[redacted]’s claim, we have reached out to upper management at our retail store location. They have advised that they Rawan [redacted] agreed to exchange for an additional $500. Management is approving this exchange to be processed at the store level. We invite Rawan [redacted] to reach out to our retail store management team, if this offer will be accepted.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Dear Revdex.com,Please convey our apologies for the inconvenience our customer is experiencing.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. In regards to the damage to her sons bed; we support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of 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. Attempts to reach our customer directly to discuss this matter have been unsuccessful. We will continue attempting to reach our customer so this may be resolved. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

The protection plan for furniture does not cover everything.  The plan is for accidents that happen to furniture.  The manufacturer's warranty ends after one year on most things, so the protection plan company helps support most accidental issues after that coverage has ended.Similar to...

comprehensive car insurance that covers falling trees or hitting a deer, but not paint peeling or engine trouble.  The each have limitations.You explain you have the service plan number so I would believe you have the service plan details.You explain you have received services on the items before so having the plan has had it's benefits and your investment was not at a loss.  The service plan company has the right to refuse service for issues outside of their coverage.If you felt that you were oversold on the coverage we could have refunded the plan to you before you used the services.  If you have examples of coverage that are in their plan details t,hat they are refusing to cover, please send pictures and details to [email protected] and we can assist with reaching out to them to get more details on why they declined service.Thank you.