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.   Upon review of Mrs....

[redacted]’s claim, we have been notified that the store manager has offered the customer $100.00 gift card. Mrs. [redacted] has accepted the offer, and was satisfied. Mrs. [redacted] has been working very closely to the store manager, and we invite her to contact him with any questions or concerns.     Regards, Ashley Furniture Industries, Inc. Corporate Office SK

The address of the Ashley store I dealt with is 3[redacted] NE #100, Buford, GA 30519

[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].  I spoke with Ashley ** from an Ashley Furniture Homestore Corporate Friday 10/7/16.  I was able to explain the issues to Ashley ** and after apologizing for going through what I have for the past several months for a manufacturer defect that was clearly out of my control, she issued me a store credit to go and pick something else out completely. I was able to get an answer and get the issue resolved in 20 minutes with her compared to the MONTHS it took me with [redacted] in [redacted], GA and the customer service number.  They should have done a better job at listening to their customer, so Thank you to Ashley ** from corporate!! You were very understanding and effective.  She even told me to reach out to her personally if they gave me any issues at the store or with delivery.  I went to another location and picked out another sofa.  It delivers next weekend on the 22nd.

[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.  And I can't believe it took me contacting the Revdex.com to finally get my refund after 5 months of calling the store and keep being passed on to head office. Thank you Revdex.com!!! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this does not resolve my complaint. 
[redacted]
Regards,
[redacted] first of all how would you expect someone to have brand new furniture repaired second of all the young girls I spoke with Saturday when I wanted to speak to manager were unprofessional third the lady  I spoke to in nc who put the young girl on three way caught her lieing to me and the lady in nc said we would pay nothing and last but not least my child is slepp ing in floor now until sept 9 until they come get this junk furniture not how I do business

[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.  However, I may or may not be back in Florida sometime before 09/01/2016 and may try to schedule the exchange sooner if we do return to Florida well before 09/01/2016.  
Regards,
[redacted]

Thank you for the update from Ms. [redacted]. As previously mentioned, Ms. [redacted]’s warranty was voided when the items were moved from the purchasing area.  We do not have any way to assist the customer at her new location.  In regards to her receiving paperwork, we believe she may have filed a claim with her protection plan Guardsman.  She will need to continue working with them directly for a resolution We apologize if this has caused any inconveniences for Ms. [redacted] however Ashley Furniture Industries, Inc. is working within the terms and conditions that Ms. [redacted] signed at the time of her purchase Regards, Ashley Furniture Industries, Inc. Corporate Office LB

Will will do everything in our power to expedite the delivery.  Just as soon as we receive the merchandise, we will get it to the consumer.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Angel T[redacted]’s situation. We take these matters seriously and appreciate the time and efforts taken by the T[redacted]’s to bring this situation to our attention.    Our sales manager at...

the Palm Desert believes they have resolved the concerns that the T[redacted]’s had in regards to their furniture purchase. Their issue with the bed rails and foundation have been taken care of and a Gift Card was given for the inconvenience and the poor customer service given.   We sincerely apologize to the T[redacted]’s for any distress that we may have caused.  Our goal at Ashley Furniture is to provide stellar customer service, and in this case if was definitely lacking.  We will continue to improve on our processes so that issue such as these do not get missed again.     Regards, Ashley Furniture Industries, Inc. Corporate Office Initials SC

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. No, I no longer want it! I would like my money back! It took this long and for me to contact Bb for you guys to do something! No thank you!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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 a full review of Mr....

[redacted]’s concerns, we reached out to our retail location for further assistance. Our retail location management informed us that they contacted Mr. [redacted] and offered the solution of $50 off of the delivery fee and $150 in gift cards and that this was accepted by Mr. [redacted].   We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Mr. [redacted]’s concerns. Please feel free to contact our retail location ###-###-#### with any further questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Thank you for the update from Ms. [redacted].  We
apologize for any and all inconveniences this situation may have caused
her. The refund has been processed and should be returned to her credit
card within the next few days.  Due to the holiday weekend, it may take a
bit longer to fully refund.  We invite the customer to contact the retail
location early next week if she does not see the credit.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 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]

Complaint: [redacted]
I am rejecting this response because: I feel like the delivery fee should be refunded. No consumer should EVER have to clean up the blood of a delivery person because of their inability to practice good safety measures. To me the delivery service was not completed. The business feels that because they arrived, delivered and installed the product that it completed the delivery cycle. The fact of the matter is that the delivery team should also be responsible for clean up. Their delivery person was incapable of cleaning up his blood so my [redacted] took the time and initiative to clean it up. This to me is a service failure on the delivery side and a refund should be given. If we were to have a professional cleaning company come out and clean the mess that the delivery team created with his blood, it would cost substantially more than the refund of $250 that we're requesting as it is a hazardous cleanup. The business says they " would like the opportunity to fix the issue"; we feel the refund of $250 is at a minimum what necessary to resolve the issue. Thank you for your time.
Regards,
Joel Rodriguez

We will refund the full amount he paid.  This seems to be our only resolution at this point.

Complaint: [redacted]
I am rejecting this response because: I have not received a call for service. I was initially contacted however the service technician never reached out to me. I called today and spoke with Kim to leave a message for phoebe to return my call but I have not received a call back. 
Regards,
[redacted]

Thank you for the information. We are contacting the customer to gather the necessary information needed to process a claim.

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 does not resolve our issue. In fact, the situation has gotten worse. We have finally received the parts of our bed that were on backorder, however, the bed itself is faulty. The bed frame is very lose and shakes when you are on top of the bed. We contacted the salesperson, Chris Brown, who sold us the bed the same day. He proceeded to schedule a technician to come take a look, which it turned out that he didn't even schedule it. We had to call back AGAIN, just to finally get a technician over.The technician came last Friday, October 14, and he said that there was nothing he could do. The way the bed was designed, the flimsiness of the bed could not be addressed. He said it could be because it was a King Size, but he felt that a replacement would still be loose. We were supposed to get contacted after 3 business days to for a reference number but we haven't gotten one. We called the Ashley store and they gave us this number, 545240, to call technical support with. But, for the record, we have not received a call from anyone at all. And every single time we call the store, we end up being placed on an indefinite hold or they don't answer our call at all. Every time they have placed us on hold, no one has ever come back to pick-up the phone. We called 8 times today and no one ever answered us back. The customer service is nothing short of atrocious, and that is putting it generously. At this point, I just want everything gone. The mattress and the bed frame. We are very unhappy. In fact, we have spent ZERO nights sleeping on that bed. Terrible. Just bad customer service and I am tired of dealing with the same nonsense day after day after day.
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.
The memo received is not a true statement as to how things were attempted to be resolved. The FF location did not reach out to me about a potential delivery. I fully canceled the order for the dining room table and have finally been credited the amount requested. I do not wish to have the dining room set scheduled for deliver as I have already purchased furniture. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they did contact us and talked to my husband.  however, until we see the credit on our credit card, I would not close this...

complaint. we will inform you when that happens,
regards,
[redacted]