Ashley Furniture Homestore

We have contacted our customer and are working toward resolution.

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...

account with the retail store, the store has refunded the sale back to the customer.   The refund is processed through the same method to which the customer paid.  It may take a billing cycle or 2 to reflect on any credit card refund.
 
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Complaint: [redacted]
I am rejecting this response because:The furniturewas delivered on Wednesday February 11, 2015 around 5:30.    TheDelivery staff unload the Head/footboard, chess and nightstand which looked inperfect condition and replaced it with the damaged ones.  They failed to bring the side rail for thebed.  As they proceeded to unload the sofaand loveseat we noticed that it was used and damaged.  We took pictures where you can see that repairshad been done to the sofa. We also noticed that it had felting paddings on the legsof the sofa which leads us to believed that is once belonged to someone else.  The delivery staff told us that they had toreload all the furniture back unto the truck and unload the other backdown.    I made aphone call and they told me that they won’t be able to re-delivery until February20.  I am veryupset with the outcome of this Ashley’s quality Control. I guess I will have tosee what happens next.
Regards,
[redacted]

On Mon, Jan 12, 2015 at 10:56 AM, [redacted] [redacted] wrote:Good Morning,I have heard from Ashley Furniture in reference to compliant ID [redacted]. They have processed a small credit towards my account and will be delivering the rest of the furniture that I paid...

for.Thank you for all of your help.[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.   Our retail management has...

been working with Mr. and Mrs. [redacted] regarding their situation.  A reselection of items has been offered to the customer.  We invite Mr. and Mrs. [redacted] to continue to work with the retail location until the issue is resolved.    Regards, Ashley Furniture Industries, Inc. Corporate Office AB

To whom it might concern,My name is Sean, an officer of Helena Ashley Furniture Home Store.  I wasinvolved and aware of Mr. [redacted]'s complaint.  I attach our paper workwith this email for your review.According to paper work, we delivered the mattress set that Mr. [redacted]ordered on...

6/10/2016.  He called us on 6/11/2016 and talked to customerservice about his problem.  Customer service asked him to come in ourshowroom to make sure everyone was on the same page.  On 6/17/2016 Mr.[redacted] came in our showroom.  I was actually the one who greeted him sinceScott was with another customer.  I pulled his invoice and walked him outto the floor.  At that time, I showed him the three Sealy hybrid mattressesthat were demonstrated to him and he tested before his purchase. I askedhim if he remembered which mattress on the floor that he purchased.  He wasvery much confused going back and forth with 3 mattresses.  I then pointedout to him our only Cobalt Firm mattress that Sealy makes.  I pointed outto him that Sealy only makes Cobalt Firm.  They don't make a Cobalt "Plush"at all for him to choose in the first place.  If he would have chooseanything else, they would be different in names and price points. By then,Mr. [redacted] realized that facts, he was willing to sleep on it for a fewdays.  That was the last time we heard from him, until this complaintletter.The way I see it, the customer was insistent that we delivered somethingdifferent from what he ordered, but in fact, we delivered exactly what thecustomer ordered and is backed up with full documentation attached.  Ourordering process went through items confirmation with customer and signed.
 
Thank you for your time on this matter.
Sean N[redacted]| CFO
Helena Ashley Furniture HomeStore
P: (406) 996-1012

[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,
Manuel [redacted]

This customer purchased at the bear DE location. 1174 Pulaski highway, Bear, DE 19701. Please update the address so this does not go against a store he did not purchase at.
At the time of delivery the customer did not note anything to be wrong with the cushions, the customer accepted...

everything in the home as the condition it was delivered in. It was not until sometime after the delivery the customer noticed "issues" with the cushions. We sent the customer brand new cushions to his home and he is stating he is having the same issue, no support, the cushions that were on his set at the time of delivery and the cushions that we were sent to his home are the same cushions that were on the item on the show room floor. The customer saw the product on the floor and tested the items on the floor. There were no issues with the floor model cushions and there are no warranty issues with the cushions the customer has.
This series that the customer purchased is a popular series, it is sold quite often and we do not have complaints from other customers with this series that the cushions have no support.
There are no manufacture defects with the cushions the customer has, Ashley does not special order or make their cushions, the cushions the customer currently has are up to Ashley manufacture standards.

Thank you for the update on [redacted]’s complaint, we did reach out to the retail location again.  Management has reached out to [redacted] regarding her delivery and was advised that all was well. Compensation was discussed, $100.00 gift card and then it was upped to $15.00 gift card. This was left as management would reach out to her on Saturday 7/29/17 to discuss other options for compensation.  Management has left a few message for [redacted] to contact them back to discuss. At this time we invite [redacted] to contact her retail location to speak with Al regarding compensation options. Regards, [redacted] Furniture Industries, Inc. Corporate Office KC

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.The retail location has reviewed the customer's situation and has agreed to a full refund of the furniture upon receiving the items back at the local warehouse.  We have scheduled a delivery team to stop and pick up the items on Thursday 10/8/15.  Once the items are scanned in, the refund process will begin.  The money will returned to the customer via the method he used to make the purchase.  Should the customer have any further questions or concerns, we invite them to contact the retail location.Regards,Ashley Furniture Industries, Inc.Corporate Office**

[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 did finally get a response but only after contacting Revdex.com, we talked to Tom at the Murrieta store and told me my options from Tempur Pedic, the options were to spend more on a Temper Pedic bed and pay the difference or try a softer Tempur Pedic bed, which Tom explained; we would regret doing that and that we should give it more time. We agreed with some hesitation since time was running out. He gave us 2 pillows to try help, We have not noticed any change in our sleep. I know Tom is trying to help us and I now know his hands are tied with Tempur Pedic. We have decided to take his suggestion and give it more time. I hope it works. I did get a call today but I am at work and I will call them when I get off. My only complaint now is I shouldn't have had to contact Revdex.com to get help from Ashley Furniture, it was not until then when I finally got a call.
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.
It is unfortunate that  a seemingly reputable business such as Ashley can get away with selling mattresses of poor quality to unsuspecting customers. Yes, I did sign the contract that described the terms of the purchase, but I never thought I was going to get such a piece of junk. Had I known this, I would not have paid a dime for these mattresses; they are worthless. As for the shuffling around of rejected mattresses and other furniture, who do we believe? A customer service representative or manager whose job is to refute all customer complaints from the comfort of an office, or the delivery guys who are the ones in the front lines, dealing with upset customers and the fraudulent dealings of the warehouse?
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.   After reviewing Ms....

[redacted]’s situation, we reached out to our retail location for further assistance. Gary, the Regional Manager of that location, reached out the Ms. [redacted] and advised her of the tracking number for the replacement parts. The replacement parts are currently out for delivery today. Ms. [redacted] may track them on the UPS website using tracking number 1Z35451[redacted]39.   Please feel free to contact our Customer Care Department at ###-###-#### with any additional questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

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.The business does not deny my central point, which is that the door fit the pre-specifications for delivery set out by the business itself. If the delivery service then fails to deliver for whatever reason - per the business, because they thought they might damage the couch in the process; per the words of the deliverymen, because they felt like the effort was not worth what they were being paid - I should not be charged as though the business has honored an agreement. It clearly has not.Ashley Furniture needs to refund my money for a service it declined to render. It is not a huge amount of money. What upsets me is the principle. It is wrong to charge people for failing to do the job you were paid to do, and all of the ensuing runaround over what should have been a simple matter only serves to reinforce how poorly this business treats its customers.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] G [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 management at the retail location he purchased from.  Management from the retail location is reviewing the situation at this time.  We will advise once they have finished reviewing the situation. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Good Evening,Our records indicate [redacted] refund has been processed.  We sincerely apologize for any and all frustration this situation has caused [redacted]Sincerely,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 want to ensure the proper steps are followed so a resolution can be reached in a timely manner. After a full review of Mr....

[redacted]’s account, his original purchase was made on 6/2/2013.  At that time, he purchased a protection plan that covers accidental damages caused by the consumer.  The protection plan states that each incident or accident needs to be reported within 5 days of occurring.  Mr. [redacted] contacted the Protection Plan on 9/5/16 to report white marks on the table. Our technician was to the home to repair the white marks that were originally filed.  After a review of the technician’s report, it was determined that the table had an accumulation of damages which is defined as an “Exclusion” to the protection plan resulting in no further coverage on the table.  We have attached a copy of Mr. [redacted]’s protection plan to show we are working within the terms and conditions of the plan in which he purchased.  Mr. [redacted] was provided a copy of this plan during his sale.  We apologize but we will not be authorizing the return of his furniture.  Regards, Ashley Furniture Industries, Inc. Corporate Office AB

This is the worst furniture store I've ever dealt with and the customer service department is incompetent. I was a long time fan of this company and even recommended a couple of people to their store in Raleigh,NC. My parents purchased a bedroom set over two months ago (11/6/2016)and are still unable to sleep in the bed. I have spoken to customer service who keeps pushing the responsibility on to other departments. I have posted on their Facebook page my experience and even was contacted on 1/23/2017 on Facebook but that did not resolve anything. As of 1/27/2017, the bed is still not put together. Now our only resource is to contact an attorney. Unacceptable way to treat customers.

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 had the furniture less then two months how can you all keep telling me I had the furniture for a long period of time.  Also. please be fair about this because your sell person had me believing I was purchasing one of the best leather sofa sets at Ashley furniture and the leather would last a very long time.   It is on record that I purchase the set on 9/6/ 2014 and I call David about the leather on 11/3/2014 and he said, " he will get back with me after he talk to his manager and on of them would call me back".    I would wait week and I would call David again and I would get the same response.   I was be patient because David promise the  furniture would be replace or repaired.   Finally I got hold of the manger, almost two months later and he tried to have me use my home insurance or spend $684 for a new one.  Please be considerate and admit to your sell persons mistake and at least take the furniture back and give me store credit for I can buy me a leather set.   I do not want to go to court on this so please be considerate.   A person and company should stand on the word, also and promises.
Regards,
Thomas Murphy

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 available. Guest was offered $750.00 store credit to replace his living room...

set  and has accepted the resolution. Guest will be sent a letter to sign and acknowledge that he has agreed to accept our offer and has up to 12-14-16 to come in and purchase a living room set. Guest 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 $750.00 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.