Ashley Furniture Homestore

Initial Business Response /* (1000, 5, 2017/07/03) */
THIS CUSTOMER HAS BEEN CONTACTED AND WE HAVE WORKED OUT A REASONABLE SOLUTION FOR HER.
SHE WILL BE CONTACTING YOU SOON TO RESEND HER COMPLAINT.
THANK YOU
Initial Consumer Rebuttal /* (3000, 7, 2017/07/05) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
Ashley Furniture never called us about this. This issue is still ongoing. We still have our financing through unknown creditor with no card protection like we always carry on our credit cards. Why we always go through Sychrony bank. I can show record print outs of all calls INCOMING and none are from Ashley Furniture regarding this issued. Remains unresolved.

Unfortunately, we do not do refunds.  We are all about customer service, but refused to be taken advantage of.  We cannot allow the consumer to use the merchandise for a year or two and call in to get it replaced.  We have fulfilled our end of the agreement and agreed to replace the merchandise once again, but will not sell them a protection plan for two to three hundred dollars just so they can call in another two years to have it replaced again.  We cannot sustain a business that way.

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 offerThe resolution issued by the store does not meet my expectations. I ended up having to spot paint the table and had to put two screws in the legs in order to have stability. 
Regards,
[redacted]

I would have never bought from you if that were the case, I was promised my mattresses by that Wednesday and got nothing, and [redacted] said he would get me a replacement mattress for the dirty one you sent and $300 off for my troubles
Regards,
[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.
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 Mr. [redacted]’s...

concerns, we reached out to our Ecommerce management and the fulfiller we use in Massachusetts. The fulfiller spoke with their delivery team and they informed us that they were un comfortable with attempting the delivery as they did not want to cause damage to the sofa or Mr. [redacted]’s home.  We apologize the inconveniences Mr. [redacted] has experienced. We are unable to assist further as the delivery team did attempt delivery but made the observation that the sofa or home may be damaged in the process Please feel free to reach out to our Ecommerce Customer Care Department at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Date: 1/13/
Revdex.com
Complaint Department
Complaint ID: [redacted]
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe do regret to hear of
your dissatisfaction
Upon review of the
customers claim I have gotten in touch
with the customer and offered a full reselection of the bedroom setThe
customer was satisfied with this offer and has been notified of the amount of
the credit
At this point we would advise the customer has been taken
care of and is satisfied
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR# [redacted])
Thank you for giving Ashley Furniture the opportunity to
respond to this complaint
Sincerely,
Ashley Furniture
Corporate Office
**

Unfortunately, we do not do refunds.  The consumer may reselect or we can deliver the items just as soon as they come in.

Dear Revdex.com,Please convey our apologies for the confusion our customer has experienced over this matter.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as...

they arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We also 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. After review of our records we have determined that our customer was invoiced and billed correctly.  The money paid by financing toward one transaction was shorted by the value of the card transaction because of how the accounting and financing systems function when there are multiple orders needing to be delivered.  Once all deliveries were completed payment was received by the financer for that shorted amount. This payment did not come until more than a month after the last delivery, which is why it showed up on our customers statement more than a month after having received the merchandise. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

Good Morning, After reviewing with the Store management team we have found Ms. [redacted] has been refunded for the cocktail table in the amount of $342.36, she has also received credit on some of her pieces in the amount of $213.99 that was supposed to be part of the Guardsman protection plan refund. In addition the store completed the refund of the Guardsman protection plan on 4/8/16 for the full amount of $299.99.  Regards,Ashley Furniture Industries,Inc.Corporate Office**

Thank you for contacting Ashley Furniture Industries, Inc. We
appreciate that you have notified us regarding this Customer’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 customer claim/photos with Guardsman we would like to offer this consumer a re-selection on the table/chairs. Sincerely,
Ashley Furniture Homestore – Corporate Office

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Melyssa Roberts’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. Roberts’s claim, we have contacted our Online Sales Team. Our Online Sales Team reached out to Financing, and we were advised that the credit card in questions declined the charges multiple times. As shown on the attachment the charge of $223.64 was declined 5 times by the credit card, however the charge finally went through on 1/2/17. A charge of $319.50 was authorized on 11/10/16. These two charges add up to the total amount of her purchase. There were no other charges to her credit card.    Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Good morning,
  I would like to begin by stating that the consumer is correct in her statements as written.  The merchandise that she purchased was during a Labor Day promotion and at that time we were showing that the merchandise was on backorder and on average when we can not see an...

exact date the average is about 4-6 weeks.  The merchandise was continuously pushed out at our factory and we were giving Ms. [redacted] the dates that the factory was giving to us.  She was a very understanding consumer and really wanted the merchandise which is what truly made the situation worse.  She was willing to wait and the dates just kept changing.  We were telling her exactly what the factory was telling us.  In terms of her refund it was issued on November 20th.  A credit card refund can take anywhere from one day all the way up to seven days, depending on the bank of the consumer.  Ms. [redacted] did state that she received the paperwork of the refund , unfortunately she will need to speak with her bank about when she should see it back.  We have apologized to Ms. [redacted] conituously for the situation, we even offered her a $200 refund for waiting as well as loaner set of furniture to use until the merchandise came in.  She did refuse both.  If any further information is needed please contact us.  Happy Thanksgiving!
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I want to see if the new box spring will solve the problem.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies to our customer.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they arise.  It is very...

important to us that our employees provide clear honest communication and set realistic expectations. We value our customer’s feedback and will thoroughly examine the described events. We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us.  We will be contacting our customer directly so we can get the details of the issue, as this is not a normal occurrence.  We would like to resolve this issue as soon as possible.Thank you for bringing this to our attention.Sincerely,[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 Ms. [redacted]’s...

complaint, we have reached out to our upper management at the store she purchased from.  At the time of purchase a metal frame was not needed but before sale was completed Ms. [redacted] had changed her mind and said she wanted one but didn’t want to pay for it.  A deal was worked out between Ms. [redacted] and the store to include the metal frame.  The store has priced the frame at $49.99 as it cannot be put into the system at $0.00, however the $49.99 amount was taken off of another item so that the balance would equal out to what they had agreed on.  Ms. [redacted] had then called back stating she didn’t want the metal frame at which point the store voided the frame that was priced at $49.99, and adjusted the total amount of the remaining items to reflect the amount they had agreed on at time of sale.  The $49.99 amount charged for the metal frame wasn’t an extra charge once the frame was voided off of the sale.  It actually wasn’t an extra charge at all due to the store taking the $49.99 amount off of another item at time of sale so that the total amount was the amount that Ms. [redacted] and the store had agreed on.  Once the metal frame was no longer wanted it was removed from the sale therefore the $49.99 amount for the metal frame was added back to the original item it was taken off of to make the adjust of the sale for the amount that Ms. [redacted] and the store agreed on. At this time we invite Ms. [redacted] to contact her local Ashley Furniture Industries, Inc. HomeStore if she has any further questions.  Their phone number is ###-###-####. Regards, Ashley 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.  We have reviewed Ms....

[redacted] claim and have found that she has a 6 piece sectional but only 2 of the items are having issues.  We have sent multiple parts out for the 2 items but nothing for the other 4 items.  All of the items are outside of the one year manufacturing warranty.  Ashley Furniture Industries, Inc. return/refund policy is “we do not do refunds or returns”.  At this time we can offer an even exchange of the 2 items that are having the problems.  We invite Ms. [redacted] to contact our customer service number at ###-###-#### to get the exchange set up.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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.
Thank you for the employer's response. I did receive the $149.99 credit for the protection plan, but have yet to receive the requested itemized statement showing ALL the charges originally made to prove that I was not charged the $1,299.00 for the living room set. Upon receipt of the itemized statement showing ALL charges, credits and payments applied to the account, along with confirmation that I was not charged the full $1,299 and that credits were given, the matter can be resolved.Thank you for your attention to this matter.
Regards, 
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability.We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery...

or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  We have contacted our customer to explain that the merchandise is available for delivery at this time. As a gesture of goodwill we are willing to complete the delivery service at no cost to our customer as well as an additional store credit. If our customer is dissatisfied with this offer we are willing to return the purchase of the table and chairs. All refund may take up to 14 business days to be completed. Our customer wanted to consider the offer with family before making a decision. Our customer’s satisfaction is important to us. Thank you for bringing this matter to our attention.Sincerely, 
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Francisco V[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 have reached out to...

the retail location Francisco purchased from regarding the refund.  We did also check with Financing.  The $200.00 has been processed and will be applied back to the Financing account that is through Synchrony Bank.  It can take up to two billing cycles for that amount to show up on the bill as a credit.  We invite Francisco to contact the retail location for further information. Regards, Ashley Furniture Industries, Inc. Corporate Office KC