Ashley Furniture Homestore

Complaint: [redacted]
I am rejecting this response because:This is a poor response to my complaint. I have already begun to spread negative word of mouth about Ashley furniture store and I warn anyone considering purchasing furniture NOT to buy from Ashley. This will likely have an impression upon those I share my experience with. As I move to other areas and meet new people I will continue to share how poor Ashley takes care of their customers. I cannot express how dissatisfied I have been with Ashley in regards to my claim. I am confident to say that I will NEVER purchase furniture from there again. In fact, I am missing the night stand to my Ashley furniture bedroom set, but refuse to give your company any more business so I will do without. And when I replace my bedroom furniture, it will be from one of your competitors. 
Regards,
[redacted]

> Good morning,>> >>    After examining the new  furniture very closely the sofa has a>> >> recliner that does not work, there are 3 sections to the sofa it and>> >> the end one is separating for the rest and on the separate chair...

the>> >> frame is bulging out of the top back. The manager , [redacted] has been in a>> >> meeting all day Wed. and Thursday, according to whomever answesr the>> >> phone. Still no return phone call. Very poor customer service. Thank>> >> you for your attention in this matter.

The purchase was made at the store at the Long Beach Town Center: [redacted] Blvd., Long Beach, CA.  The people at the store were wonderful.  The dispatchers (for the delivery people) were AWFUL.  Every single one of them I had to speak to (I think it was a total of 6 throughout the...

day).  The delivery people were great (after they actually delivered the item . . . when they got there, they said, "Oh, it won't fit through your door . . . and started to leave!!! After allllll we had been through with them that day.  We have a STANDARD size door.  I don't know why they thought it wouldn't fit??? But my husband taught them how to do it.  LOL -- isn't that their job??).Also - since this happened, the store DID refund my delivery fee.  We don't have the new piece yet (because the one piece that was delivered was damaged) as it is supposed to be delivered 12/31.  ALSO - we have since learned from the delivery people that the part was not "back ordered."  That was a flat out lie from the dispatchers who really don't give a damn about customers.  The delivery people said, "Yeah we got there to load it up this morning and couldn't find your box!"  So you know, of course the obvious thing to do is to LIE about it.  If you look on YELP, this is a common occurrence with them.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I disagree with Ashley furnitures, because they sold me the extended warranty and I reviewed the extended warranty coverage and I should be covered, what they are doing is just passing the ball to the other guys, but they sold me the warranty and they should be responsable for the lack of service and the fraud they doing to me.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by our sales terms and conditions .As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific comfort...

guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.We have made attempts to reach our customer directly to verify that we have fully understood the details provided, but have not yet had a response at this time.  We understand that our customer is dissatisfied with the mattress purchased, while we are unable to return the mattress, if our customer wishes to purchase another mattress, we are willing to provide a discount on the new purchase. Thank you for bringing this matter to our attention.Sincerely,Jason ScrantonOffice of the President

[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 checked my account online and they only credited me $110.08 which is not the 25% I was promised. The total purchase price of my table was $1194.97 of which I paid $194.97 on my card and the remaining balance of $1000.00 was placed on my Ashley's card. Tax was about $94. This would mean 25% of 1100.07 would be about $275 not $110. That's not even a full 10% of the purchase price of my table. I would like the 25% credit I was promised by [redacted] in customer care and verified by [redacted] and numerous others. This is extremely discouraging that even through everything I have been through now I'm being short changed. Truly disgusted. 
Regards,
[redacted]

I'm sorry on the delay for repair, we only use one technician locally and could not anticipate how long it was going to take him to recover.  The technician was injured by a sofa spring that broke off and went into his eye.  We cannot adjust payments for delayed repairs, customer service...

should have resolved any open issues with you.

Hello Revdex.com, Hope all is well, called our guest spoke with mr and apologized for his inconvenience. We have reached out to Ashley corporate and we were give ETA for the drawers ordered ,will ship week of 1-2-2017 to guest. Guest was given the same information. Thanks as always to bring...

to our attention.

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 Whom It May Concern, We respectfully do not accept the offer made by Ashley.   The sofa needs constant maintenance/repair.  Since we received the sofa in January of 2015, we have had to do the following:1.       Call to speak to a representative to get sofa repaired.  This literally takes hours of being placed on hold.  2.       When I have gotten through to someone, they order the parts to be replaced.  We have to wait weeks before the pieces actually get delivered.3.       Schedule a repairman to come make repairs with parts. This takes weeks as well.4.       The repairman comes to our house but cannot make repairs.5.       Back on the phone to schedule an exchange and more weeks until they can replace and bring us the replacement sectional.6.       Get the new piece and within WEEKS the issue occurs AGAIN.This has happened 3 times in the last year.  There is a one year guarantee but I’d argue that Ashley takes so long to replace the parts, the year is wasted on hold and following THEIR steps!  Further the sofa just does not stay together or even attach together properly.  It is a struggle to keep the sections together when you lie on it.  We are disappointed with the sofa in general, and we will not recommend Ashley to anyone.  We would like a refund on the sofa in its entirety.  This sofa will continue to have to same issues and we are not willing to go through all of the hassle it takes to have various sections of it replaced again and again and again.Thank you.[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The company contract states they refund money when the product is damaged and defective which it is in my case by their own admission. They are refusing to do this at the [redacted] store without any justification, and is direct violation of theor own policy statement -

[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]

Dear Revdex.com, We would be happy to return the purchase.  We will be contacting Mrs. [redacted] with the details.Thank you for bringing this to our attention.Sincerely,[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2016/11/10) */
Please have them bring it in and we will be happy to look at it.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a practical response. this is...

a 3 piece Huge sectional We can not just load it up in our vehicle and bring it into the store.they need to send a truck to our home or have someone come out to inspect how the springs are broke,the cushions are out of shape and material balling does not stay on correctly and looks horrible
thank you
Final Consumer Response /* (4200, 15, 2016/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not believe we should pay for a trip fee for Ashley to come out and fix this sectional that is under warranty. When we had issue with the bad stitching on ottoman and part of the sectional they came out and replaced it without a cost to us back in the first 3 months we owned it. We took the cushions to their service store and the manager [redacted] saw first hand how horrible they look. They still haven't addressed the broken seats or the back pillows of the sectional. thank you
Final Business Response /* (4000, 17, 2016/12/15) */
The [redacted] trip fee is required anytime a technician visit is needed beyond 90days from delivery. The manager you spoke with agreed with you to have the technician come out to your home to address the issues of piling with a fabric shaver on the cushions, filling back cushions with fiber fill if needed and straightening the casings on the cushions. He will also inspect and correct any framing issues. If new cores need to be ordered the tech will advise us to do so. We feel this should address all of your issues.
Thank you

We are attempting to reach our customer to confirm the 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. Our retail location has...

advised that they are working with Ms. [redacted] to resolve her issue.  She will be coming into the store this weekend to take care of the situation. Regards, Ashley Furniture Industries, Inc. Corporate Office AB Tell us why here...

WE ARE NOT RECEIVING A BILL/INVOICE, FURNITURE WAS DELIVERED IN JUNE. IM AFRAID THIS WILL GO TO COLLECTIONS AND RUIN MY CREDIT, HOME STORE DOESN'T SEEM TO CARE NOR DOES CORPORATE... IF ITS FREE, THEN JUST PUT IT IN WRITING, OTHERWISE SEND A DA-- INVOICE. NUMEROUS CALLS FROM US TO CORPORATE AND HOME STORE ARE BEING IGNORED!!!

We would like to apologize to our customer for her difficulty trying to reach us.  We are again attempted to reach our customer to discus resolution.

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted] 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] claim, we have reached out to management at our retail store location. They have advised that Mr. [redacted] was given an in-store credit, and picked out new furniture. It is scheduled to be delivered on 6/13. Also, the damage that was done to Mr. [redacted] property has been addressed with our In-Home Damage Department. Mr. [redacted] will be contacted this week for a follow up with this claim.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

[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]