Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [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] claim, we have reached out to our retail store location. They have advised Ms. [redacted] agreed to a technician appointment. The appointment is scheduled for 8/18/17. If Ms. [redacted] approves the date schedule for the technician, the technician will call the day prior with a time frame. If this day does not work, we invite Ms. [redacted] to contact the retail store to have the appointment rescheduled. They have left a voice message and are waiting for Ms. [redacted] to call back to follow up with the claim.   Regards, Ashley Furniture Industries, Inc. Corporate Office WH

Dear Revdex.com,Please convey our apologies for the difficulty our customer experienced with our communication.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with a 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.Our customer has told us that she has already made other furnishing arrangements in her home, and no longer requires the furniture delivered on 10/1/14.  We have been told that this furniture is still wrapped in its manufacture shipping material.  As a gesture of good will, we have made arrangements to return these two items on 11/22/14, provided that they are still in showroom quality at the time of pickup. Once returned we will refund the account used to pay for the furniture with Synchrony.  All refunds to Synchrony can take up to 14 business days to be completed.  Thank you for bringing this matter to our attention.Sincerely,[redacted]
[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 full review of the...

situation, our retail location has been working directly with the customer to resolve the issues.  At this time, a technician has been scheduled and the delivery of the remaining items has been scheduled.  We invite [redacted] to continue working with the retail location until the issue is resolved. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Hello Revdex.com Good evening! Hope all is well, spoke with guest this evening and give her update on the components ship out by UPS, tracking number [redacted] , was provided to guest and advised that should receive the week of 12-30-16.  Thanks as always to bring to our attention.

Complaint: [redacted]
I am rejecting this response because:
Why is it when I received the furniture I pointed out stuff that was not there when I purchased the furniture on the floor no one has responded? I know what was and was not on the furniture when I picked it out and those scratches or the dent were not there. I wouldn't have picked it out if I saw the marks!
Sincerely,
[redacted]

Date: 12/22/15
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for your response to Ashley Furniture Industries, Inc. in regards to your situation. After working with our warehouse and delivery team we were able to get the customer on for an out of zone delivery for next Monday 12/28/15. This will be during the time frame that the customer will be at the location.
Please feel free to contact me with any questions or concerns.
(Reference [redacted] SR#[redacted])
Regards,
Ashley Furniture Industries, Inc.

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.   Per our terms and...

conditions, it states that there are no returns on mattresses.  Mr. [redacted] would have acknowledged these conditions at the time of the sale.  After working with the retail location, they have agreed to make a one-time exception to the “No Return” Policy for Mr. [redacted].  Our retail location will coordinate the pick-up and process the refund once the pick-up is complete.  We invite Mr. [redacted] to continue to work directly with the retail location until the issue is fully resolved.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 reached out to the retail store, and was notified that they did speak to the customer. Mrs. [redacted] agrees to come in the store today, and is returning all the items in question. Once the item has been returned, the store will be processing a refund. We invite Mrs. [redacted] to contact the retail store with any questions.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Dear Revdex.com,Please convey our apologies for the inconvenience our customer experienced due to the furniture being damaged.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. 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. We will continue to reach out to our customer so we may assist in any way that we can.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.Ashley Furniture doesn’t have a...

comfort guarantee for the mattress.  The break in period is approximately 30 days for the mattress but each individual is different so the break in period may vary. Per our terms and conditions that Mr. [redacted] signed and acknowledge at the time of sale it clearly states we do not offer returns or refunds on mattresses. Regards, Ashley Furniture Industries, Inc.Corporate officeKC

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 the retail location she purchased from. We apologize for any inconveniences we have caused Ms. [redacted]. Management from the retail location has reached out to Ms. [redacted] and offered to send some gift cards to compensate for the delay of the furniture and apologized to her as well. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

I apologize there has been a delay on the pillows.  Customer service will get them to you as they become available to us.   The financing promotion you participated in had minimum requirements.  Normally size of purchase, protection, delivery, down payment amount, and brand can...

all contribute to the minimum requirements for for certain financing terms.  The purchase you made had these requirements that you supported in the showroom and signed an All Sales are Final invoice supporting the process to make the purchase from the manufacturer on your behalf.  In order to support a cancellation of a minimum requirement you may have to change finance plans.  Customer Service will reach out to you to explain options available to you.

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Ms[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.The customer is correct with the offer Ashley Furniture has madeWe will allow the customer an even exchange for the items in question or we will give the customer a reselection credit for the amount of the sectional and ottoman plus tax to pick out something newThis offer is in keeping with the Sales Terms and Conditions that are laid out on the back of the customer's sales receiptCustomers are required to initial these stating they agree to the terms of the saleOur technician was to the customer's home on 1/12/and in his professional opinion, the items in question meet the manufacturing specificationsThe technician's photos have been forwarded on to the Revdex.com for their review.Sincerely,**Ashley Furniture Corporate Office

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 location has...

been trying to reach Ms. [redacted] in regards to her mattress situation.  Our retail location is willing to allow Ms. [redacted] a reselection of her mattress.  We invite Ms. [redacted] to contact her retail location to start the process.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 discussing the situation with the retail location, they have agreed to pick up the chairs and issue a refund.  Once the items are scanned back into the warehouse, the refund process will begin.  Should the customer have any questions or concerns regarding the refund,  we invite them to contact the retail location they are working with.Regards,Ashley Furniture Industries, Inc.Corporate Office**

We have confirmed with our customer that the merchandise is available for pickup at our store as she requested.

Dear Revdex.com,We have been in contact with our customer.  We will only be able to provide delivery once the merchandise is available.  As a gesture of goodwill we have agreed to provide an additional discount. We will continue to follow up with our customer to help ensure their satisfaction and discus other solutions if the matter cannot be resolved in a reasonable time for our customer.Thank you for bringing this matter to our attention.Sincerely, 
[redacted]
[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.
As the documents sent to you indicate, this is a long standing situation with Ashley Furniture. They have sent workers out to make repairs that simply did not last very long. Additionally, the many calls to the store's service areas have been stressful and ineffective. Since my last correspondence with you, additional tears have been noted on the furniture. I am an elderly woman who lives alone with no pets and what is happening to the furniture is beyond ordinary 'wear and tear.' Ashley Furniture needs to do the right thing and provide me a refund for selling a product that is of inferior quality. [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ron [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 Mr. [redacted]...

complaint, we have reached out to our upper management.  Out management from the store has processed a refund of $217.35 on 9/16/16 to go back on the Visa.  The $150.00 cash refund will be sent to Mr. [redacted] via check from our corporate office.   It can take up to 2 weeks for that check to be received as it does go thru the mail and it’s coming from Wisconsin. We invite Mr. [redacted] to contact our customer service department if he has any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update on [redacted]’s complaint.  We have reached out to the retail location regarding the gift certificate amount offered.  We sent out a $100.00 gift card on 10/28/16 and the retail location is sending out a gift card in the amount of $100.00.  We feel that $200.00 in gift cards is a justifiable amount of compensation for the inconveniences we have caused the customer. Regards, Ashley Furniture Industries, Inc. Corporate Office KC