Ashley Furniture Homestore

Ms, **,We have an All Sales Are Final policy because we only order from the manufacturer what you asked us to order by signing the invoice.On you invoice you initialed next to "ALL SALES ARE FINAL.  Estimated Delivery Date may change.  Our Scheduling Department will contact you when your...

items arrive in [redacted]."You also signed above "Customer Order Acceptance.  This order is subject to the Terms and Conditions on the reverse side of this form.  Reverse has.In order to pass along ASHLEY DIRECT savings to our clients, we do not maintain a local warehouse or storage facility.  Once you pay for your order in full or complete your arrangements, your items are immediately and specially ordered for you from the manufacturer so that they may be shipped from the manufacturers' warehouse to our local [redacted] in [redacted].  Once we commit the order to the manufacturers, we are unable to cancel or alter the order.  Therefore, ALL SALES ARE FINAL and we CANNOT ACCEPT CANCELLATIONS, CHANGES, EXCHANGES, OR REFUND REQUESTS.  We don't have a restock fee.  We have in the past charged a reprocessing fee for certain situations that allowed us to sell off a previous customer's order for less than retail.  We didn't see any reason that would warrant us going in this direction.Thank you.

I have spoken with Ms [redacted] and addressed her concerns.  Thank you for making us aware, as we desire to serve our customers to the best of our ability.[redacted], Customer Service Manager

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 Mr....

[redacted] claim, we have reached out to upper management at our retail store location. They have advised that at the time of sale Mr. [redacted] would have received information on what the Protection Plan covers and what it does not cover. Under the section “What is covered” only states (any human or pet bodily fluids). The brochure shows under “What is not Covered” stains or damage caused by animals, except pet bodily fluids.  The tear or cut that Mr. [redacted] is referring to that is covered under the Protection Plan is “any puncture, tear or rip from a specific accident” This is does not include pets. The sofa is still current, so there are parts available for Mr. [redacted] to purchase at our retail store location. If Mr. [redacted] would like to have a refund for his Protection Plan, we invite him to contact his Protection Plan Company Guardsman. Their toll-free number is ###-###-####.  Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

We will gladly replace the consumer's mattress.  By no means are we trying to "dodge" replacing a defective mattress.  There are certain requirements and information that the manufacturer of the mattress require us to provide and follow.  Having a serial number happens to be one of...

them.  In this case, the consumer decided to wash the cover to the mattress that is not recommended.  This caused the serial number to come off.  Despite, the manufacturer's requirement, we will go ahead and replace the mattress to satisfy the consumer because we value their business.  However, we recommend the consumer does not wash the cover on the new mattress, just in case we may need the serial number in the future.  We do sell a water proof mattress protector that is machine washable and would highly recommend that.

Date: 1/19/16
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We take these matters very serious and regret to hear of your dissatisfaction.
Upon review of the customer’s complaint I have received a copy...

of the customers Terms and Conditions signed at the time of purchase stating their finance plan would be 12 months deferred interest. At the time the customer purchased their furniture there was a promotion going on where the customer received a 20% discount on their purchase. The customer has the option to choose either a longer deferred interest program or to receive the 20% discount with a 12 month program. At that time the customer chose the 20% discount and 12 months. The Ashley Furniture store where the customer purchased their furniture does not have any programs that would offer both 5 years deferred interest plus other promotions on their purchase. The store has reached out to the customer and left a message for the customer to contact them back. They are will to work with the customer and offer the 5 years no interest but would have to charge back the 20% discount.
Please have the customer contact the store back in which they purchased their furniture to further discuss the situation.
Feel free to contact me with any questions or concerns.
Regards,
Ashley Furniture Industries, Inc.
SL

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.
Unfortunately it is not resolved and several things are still in play to hopefully get furniture repaired. We have been sent several forms again to fill out with our complaint and requests so we will see if anything happens with this. Thank you for looking into this for us. Hopefully just having a consumer complaint for others to see prior to their purchase will let them know of the companies false advertisements.
Regards,
[redacted]

At the time of purchase, the customer is quoted 2 to 4 weeks for the arrival of the product being ordered, once the product has arrived to our warehouse, we then schedule them in for delivery. The customer made their purchase on 2/7/2016 and was called on 3/3/2016...

to be made aware their product came in ( within 2 to 4 week quoted time frame) and that we would be in the area for delivery on 3/10/2016. The customer confirmed delivery and at that time we made them aware that once all deliveres were scheduled and confirmed for that day, that our system would then route the truck and we would call them back and give them a stop number, we do not give out a time frame because every delivery is different, each customer order ranges from just one recliner, to a full bedroom and dining set, all taking a different amount of time to set up, and we also don't know if our team will hit traffic in rout or have a clear driving day. We do however give out a stop number which does give you a better idea of a morning, afternoon or evening delivery and we also offer a 1 hour call ahead.
After the customers truck was routed, the customer was called back and made aware that they fall at stop number 9 for the day, being stop number 9 gives you more of the idea that your delivery would be a later delivery, probably in the evening. 
The customer was not delivered too by 3 as she assumed, but giving her the stop number of 9, should not of given any indication that it would of been a late afternoon delivery and we are sorry if we lead the customer, to believe that her delivery would be by 3pm, but again we told her stop number 9 and that our delivery team could call up to an hour before. 
The customer did try to call in and cancel her delivery that we had confirmed for a week, and she was made aware, that since we have had her delivery that she confirmed, scheduled since 3/3/16, and that her order was already prepped, loaded on a truck and that our guys were in route, that if she decided to cancel her delivery, she would be charged another fee if she wanted to re schedule for delivery.
The customer did receive her delivery on her scheduled date of 3/10/2016. She did sign saying she inspected and received her order in good and complete condition and we here at our customer service location, have not had any other complaints from the customer.

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. The delivery is scheduled for Saturday, December 20, 2014 between the hours of 9:15-1:15. 
Sincerely,
Ashley Furniture Homestore – Corporate Office

Thank you for the update from Mr. [redacted].  Our online sales team has agreed to process a refund to Mr. [redacted] in the amount of $397.07.  Should Mr. [redacted] have any additional questions or concerns, we invite him to contact our Online Sales Customer Service by calling ###-###-####. Regard,Ashley Furniture Industries, Inc.Corporate OfficeAB

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...

Mr. [redacted]’s claim, we have reached out to upper management at our retail store location.  They have advised that they have spoken to Mr. [redacted], and he has accepted a reselection. Mr. [redacted] is currently working with the management regarding the delivery fee charge for the new pieces. Management will be following up with Mr. [redacted] this weekend with a resolution.     Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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,Please convey our apologies for the inconvenience caused by the refund time frame.We are constantly working to develop and maintain the best customer service standards in our industry.  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.All refunds we provide may take up to 10 business days to be completed. These business days are in terms of the financial market (Monday-Friday).  Our customer’s purchase was cancelled on 2/12/15, the refund competed processing 4 business days later on 2/18/15.  This payment was issued back to the same card used to make the purchase.  Thank you for bringing this matter to our attention.Sincerely, 
[redacted]

Dear Revdex.com,Please convey our apologies to our customer.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 manufacturing standards.  We have previously offered to restore our customer’s furniture, at no additional cost to our customer. This was offered as a courtesy.  This offer was rejected. The furniture is physically damaged with nicks in the finish, after review, we have found that the damage is not the result of a material manufacture defect.  As a gesture of good will, we are still willing to provide our customer with free restoration services as a courtesy.  If our customer wishes to accept this offer they will need to contact our customer care department at ###-###-#### within the next 14 days.Thank you for bringing this to our attention.Sincerely,[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The customer was given many resolution options by the store to help correct the situation. A $300 gift card or a full refund and pick up of all items were among these options. The customer refused these resolution attempts and opted for a refund of the 2 items and another delivery attempt. An In-Home damage claim was entered into the system on 1/9/15 regarding the damage to the customer's home. The delivery service will contact the customer directly to discuss this. With regards to the bed rails, they are on order and will be shipping directly to the store. Store personnel will go to the customer's home to install the rails. The estimated time of arrival for the rails to reach the store is 1/21/15. The customer and store will coordinate directly with regards to a delivery date. Sincerely,**Ashley Furniture Corporate OfficeIt is 1/21/15 and I have not received a single call from anyone to discuss any damages.  With regards to the rails, I don't understand why it takes so long to be delivered being that each time they delivered for 5 times they always had the rails within 2 days.  
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.
 
Upon...

full
review of the customer’s purchase along with the signed terms and conditions,
we will not be willing to offer the customer a refund or a reselection.  There are no manufacturing defects with the
items in questions and we do not allow returns or refunds due to size,
dimensions or furniture returned due to customer remorse.  This information can be found on the customer’s
copy of the terms and conditions.  We
have provided the section of the terms and conditions to which we are
referencing. 
 
Damaged/Defective Product:  If, at the time of delivery, merchandise is
delivered in Damaged/Defective condition, you have the right to refuse the
Damaged/Defective merchandise or choose to have a service technician repair the
furniture at no cost. If the merchandise cannot be repaired, AFHS will either
exchange the merchandise with a replacement at no additional delivery fee or
refund your purchase price including the delivery fee by the refund method
listed below.
If merchandise is delivered
in Damaged/Defective condition and you notify us of this condition within three
(3) business days after delivery or pick-up (the “Notification Date”), we will
either repair or replace the merchandise or provide you with an equivalent
replacement acceptable to you within forty-five (45) days of the Notification
Date. If we are unable to replace or repair the merchandise or provide you with
an equivalent replacement acceptable to you within this 45 day period or within
a mutually agreeable time period, we will offer you a refund of the purchase
price paid by you or, where applicable, a reversal of the credit card or
financing transaction.
The term Damaged/Defective as
used herein shall mean furniture that does not meet or exceed the
manufacturer’s specifications, including furniture that contains damaged
surfaces or parts at the time of delivery to a customer. “Damaged/Defective” does not include (i)
markings on surfaces that are distressed as a part of their design
characteristics, (ii) inconsistencies that are inherent in natural materials
such as slate, marble, stone, leather and other products composed in whole or
in part of natural materials, (iii) color, style or other aesthetic reasons and
(iv) size, dimensions or
furniture returned due to customer remorse. For warranty
repairs/replacements see “Limited Warranties” below.
AFHS reserves the right to refuse
returns/exchanges where (i) the merchandise is not Damaged/Defective, or
(ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales,
Mattresses, or Foundations. Refunds of purchases paid by cash or check will be
paid by check after 15 business days from date of cancellation; purchases paid
by credit card will be refunded back to the credit card charged.
 
 
Regards,
Ashley
Furniture Industries, Inc.
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. Upon review, we have reached...

out to upper management at the retail store, and they have contacted Mr. [redacted]. Mr. [redacted] stated he was going to relay the information back to his wife. We invite Mr. and Mrs. [redacted] to contact their retail store where they purchased in Hawthorn. The stores phone number is ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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 further review of Ms....

[redacted]’ complaint, we have found that a technician was sent out to assess the items.  Our technician has found no manufacturing defects with these items.  This was explained to Ms. [redacted] as well.  We did reach out to management, who have decided to allow a ONE TIME courtesy reselection of the sofa and loveseat even though there are no manufacturing defects with the items. At this time we invite Ms. [redacted] to contact out customer service department at ###-###-####. 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.
 
With reviewing this...

matter we have reached out to the store and have come to a resolution. The store has made contact with the customer and has scheduled a pick up for the furniture and has created a refund in the system for this customer.
 
Regards,
 
Ashley Furniture Corporate Industries
CS

Sales Person mislead me with delivery dates, customer service toll free number & sales associate in store told me 2 different dates regarding delivery. Customer service associate that works in the store, hung up on me on the phone. I will never buy from this location with the amount of knowledge they seem not to have when taking care of customers.

Thank you for the update on [redacted] A [redacted]’s situation.  Management from the retail location is working with [redacted] to resolve this with her. They offered her a reselect and she was to go in on Friday 9/1/17 for that. Customer agreed to this as resolution. Regards, Ashley Furniture Industries, Inc. Corporate Office KC