Ashley Furniture Homestore

Complaint: [redacted]
I am rejecting this response because:I do not accept the response from the business "Ashley Furniture" regarding their lack of customer service and timeliness of my furniture delivery.  I spoke with [redacted] on December 23rd and it was agreed that we would receive a $600 credit to our account.  I asked [redacted] to send me a confirmation email to my email account: [redacted]. He said he would. I have not received any correspondence or verifications from him.  In fact we are still waiting for the furniture to be delivered. They were suppose to deliver it Saturday but they called and said the end tables were damaged. We are now supposed to get the 3 remaining pieces on Saturday January 10th.  I am still left with only 50% of our furniture purchase and we have already made 2 payments to them totally over $600.  I do not believe their "line" and feel that they sold furniture knowing that a solid December 11th delivery day was a pipe dream.  I am now considering filing a claim with the Texas Department of Insurance under the Deceptive Trade Practices Act.  
Regards,[redacted]

I spoke with the Ms. [redacted] on Saturday, December 10th.  She  informed me in detail of her concerns.   Ms [redacted] has sent pictures for my review and we are working on a satisfactory resolution to this matter.  Customer is pleased that we are working with her on this...

issue.  Dan S[redacted]General ManagerAshley HomeStore

Complaint: [redacted]
I am rejecting this response because: While they did call and I am glad they did they still have not fixed the problem or come up with a solution. Once I know exactly what they are planning to do about it then I will gladly accept their response.
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 Ms. [redacted]’s...

situation, the correct parts were received by the store.  A delivery team is scheduled to install the needed parts on December 8th.  We invite Ms. [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 and have apologized for his inconveniences, the concern guest has are not all manufactured caused and can be correct by ordering components to correct.Resolution, we will exchange the entire sectional, four pieces ,as guest centricity, we will pick up the four  pieces in his home and deliver four new pieces, call guest and left a message to call us back to schedule a date for the exchange. Thanks as always to bring to our attention.

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.   After further review,...

we have reached out to Mr. [redacted] and he has advised that he will be receiving a new mattress. The delivery of this new mattress is scheduled for 12/27/17.   We apologize for the inconveniences and invite Mr. [redacted] to contact Ashley Furniture at 1-800-240-3440 with any further questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office WH

Date: 10/20/15
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We do regret to hear of your dissatisfaction.
Upon review of the customers claim a technician was out to the customer’s home on 8/22/15 and...

deemed that the issues the customer was having with their dining room table were caused but customer use/abuse. Attached are photos of the table in question. The customer had stated that the damage occurred during delivery but did not call us to report these damages for over 2 ½ months after their delivery. Ashley Furniture allows customers to call in any delivery issues within 72 hours of receiving their furniture. At this point Ashley Furniture will not be able to assist any farther with the customer’s dining room table.
In regards to the sofa that the customer had reported we do apologize for not reaching the customer earlier. On 8/26/15 an Ashley Furniture Customer Care Representative had reached out and left a message for the customer because we were unable to locate the sofa. After further investigation we found that the customer has two purchase orders and we were able to find the sofa under the second order. As of today one of our customer care representatives has left a message for the customer to inform them that we have ordered parts to fix the issue with the customer’s sofa. We request that the customer please call Customer Care once these parts have been received to schedule a technician to come back out to install them.
Thank you for giving Ashley Furniture the time to respond to this complaint. Please feel free to contact me with any questions or concerns.
(Reference Atlanta SR#[redacted])
Regards,
Ashley Furniture Industries, Inc.

Initial Business Response /* (1000, 5, 2016/04/28) */
In this case we have taken this to corporates quality control with photos provided by customer. The response back was that the cushions are up to standard and there has never been an issue with this cushions. There is not a defect in the...

cushions nor have we had an issue with the cushions in this set. We have not told this customer nor promised a return or selection of other merchandise. The customer has asked this of us and we explained there is not a defect. Comfortably is not covered under the full one year manufacture warranty. This is still an active set, that is high seller. We have offered to send new cushion's out and customer has refused. We are not able to issue a refund as there is not a defect in the cushion or the product itself. We are not issuing a credit or return as the product is up to standards and there is not a defect. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We currently have 20 cushions at our house not including the 4 that were taken my the Operations Manager when they were brought to the store. When the cushions were brought to the store, we were told that the cushions were being kept to show the quality department. We were also told that they would like to try one more set of cushions. If those did not work, that we would be notified when we would be able to come and pick out new furniture or be refunded. We were called by [redacted] and were told that the cushions would not fit and they would not be delivered. We were also told that she now needed her managers approval for the credit / refund. When we spoke to [redacted] in person, a Manager's approval was never mentioned. The message was clear and simple. If these do not work, you will be able to get new furniture, or you will be refunded.
[redacted] has been very helpful as of the last week. Currently, she has been reaching out to her Manager without reply.
This was the second time that we had been told that we would be refunded if the next set of cushions did not fit (both times we were told when we went to the store). It is frustrating that the information that we have been given either over the phone or when we have stopped in the store has been different from the information when we have been e-mailed. When we are in person, we are told that everything will be taken care of to get us to leave. When we receive e-mails, it is to give us the runaround.
I would also like to note that the original complaint was not a complaint about comfort. It was a complaint about the appearance of the cushions.
Our refusal of a new set of cushions was because we currently have a room full of cushions that have been unsuccessful.
Final Consumer Response /* (4200, 11, 2016/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in the prior response, we were promised a refund or credit when we spoke with the Operations Manager in person and [redacted] over the phone. We had brought the cushions to the store to show the Operations Manager. He said if the next cushions did not work, we would receive a credit or a refund. When [redacted] talked to us about the credit / refund, we were called. During that call, we were told that if the cushions did not work, that [redacted] would contact us to let us know when we could come in to pick out new furniture or when we would receive our refund. This was the same message that we received from [redacted]. Once the last set of cushions did not work (determined by Ashley Furniture that they would not work before they were sent to our house). [redacted] stated that she needed to get approval from her Manager. Currently, she is unable to reach her Manager.
Our issues have not been with comfort. Our issues have been with the appearance of the cushions.
We have refused more cushions because we already have a room full of cushions (see the attached photo). Currently, there are 20 in that room. This does not include the four cushions kept by Ashley Furniture.
Final Business Response /* (4000, 13, 2016/04/29) */
We are not able to issue a refund. We have spoken to both employees and no return or exchange was spoken of. We can issue new cushions but that is all we are able to do. Thank you.

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.
I have attempted to reach the store regarding my refund as there was yet another problem refunding it. When I reached out to the store to let them know that I have the credit card number for my old credit card that had fraud the front desk customer service rep said she would try to refund it. I attempted to call the store Sunday night 3 times but they never answered. I would like to know if they have processed the refund or not because it is not reflecting on my account. I would also like to know how much the refund was for, since the manager was unaware of the price difference on my couch, and said he was going to have another refund on top of it but I am unaware of the final number and if it’s been processed or not. 
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.
I hope Ashley Furniture's upper management will give us a full refund so that we may purchase some actual solid wood furniture that will not break down after a few months.
Regards,
[redacted]

Thank you for the update from Ms. [redacted].  We do apologize in regards to our last response.  It was incorrect.  Ms. [redacted] has cancelled the sale and will receive a refund of the monies owed to her from that sale.  We invite Ms. [redacted] to work with the retail location directly in regards to the refund process.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

[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]

Revdex.com:I received a refund and money for the estimated cost to repair home damages as of yesterday, 27 Feb 2017. Thank-you Revdex.com for all your help!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good afternoon,I am writing in regards to the complaint filed by Ms. [redacted].  I would first like to express our sincerest apologies for the experience she has had.  We pride ourselves on being an honest and customer service oriented company,  which is clearly not the service...

that Ms. [redacted] received.  I have spoken with our [redacted] managers who have willingly acknowledged that her experience was not typical, and very unfortunate.  The credit for Ms. [redacted]'s purchase has been processed to her [redacted] account.  We hope that Ms. [redacted] accepts our sincerest apology and that she will consider us in the future.  We would be very grateful for a second opportunity to assist her with anything she needs.  Her requests and expectations when making a large purchase are extremely fair and should have been not only met, but exceeded by our company.  Again, we  sincerely aologize to Ms. [redacted] and whether she chooses to shop with us in the future or else where, we hope that she has a much better experience and is beyond satisifed with her purchase.  Sincerely,[redacted]Ashley Furniture HomeStore

I understand and correct that they have only been to you once.  They have or you must have taken pictures as part of the claim and multiple people have reviewed the situation so the understanding was that multiple visits may have happened.  They have reviewed the claim and believe it exceeds what they cover and that what has happened is not a normal pet stain, "other damage that cannot be attributed to a single incident".  You have acknowledge that the situation was caused by an extremely sick cat.  A refund of the warranty is the best solution moving forward.  No one is trying to make you look bad, the situation just exceeds what they view is covered.  They cover claims for guests all the time and have to purchase parts and pieces through us to get the claims resolved. Approved claims work in our favor.  I'm not sure how your husband's occupation is part of the claim.  If he was a teacher, police officer, or social worker for the last 20 years we would also appreciate his service to our community.  We have team members that are former military as well as spouses and dependents of active duty.  We support our military community, as well as the fight to end Breast Cancer, A Hope to Dream, and the Salvation Army. We would like to have alternatives to a refund if available.  Refunds not only effect our team members, but also effect our initiatives in the community.  But we do understand is certain situations it's the way to resolve.[redacted]Ashley Furniture Industries started and are the lead benefactor for http://www.soldierswalkmemorialpark.com/about-the-park.htmlPlease accept a refund is the best opportunity for you to take those funds and apply them to a service professional that may resolve your issues. Thank you

Thank you for the update from Mr. [redacted].  As previously advised, we apologize but we will not be assisting any further with Mr. [redacted]’s table.  Mr. [redacted]’s protection plan coverage is for accidental damage caused by the consumer.  The protection plan clearly indicates that each incident or accident needs to be reported within 5 days of occurring.  The plan also states that an “Accumulation” of damages voids the warranty.   Please reference the attached plan card for all the plan specifics to which we are abiding. 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 appreciate the time and efforts taken by [redacted] to bring this situation to our attention.   Our Online staff have been...

notified of Ms. [redacted]’s concerns and they are working on a full refund. At this point in time they are verifying that all pieces of furniture have been picked up.  Once this has been confirmed Ms. [redacted]’s refund will be processed. We apologize for the poor customer service that Ms. [redacted] received.  We rea[redacted]e that Our Online sales is a relatively new business for Ashley Furniture in which we are experiencing growing pains to meet our customer needs. [redacted]’s concerns have been notated and as a company we can only improve from here. Regards, Ashley Furniture Industries, Inc.Corporate OfficeSC

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Sandra M[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. According to our records, the...

refund was processed and sent back to Synchrony.  It may take 1-2 bill cycles before the credit is viewable on the customer’s statement.  We invite Ms. Maldonado to continue to work with the retail location should she have any further questions or concerns. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

we are processing her a $75.00 refund to this customer.

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 Ms....

[redacted]’s claim, we have authorized a refund of the delivery fee to be processed. The amount of the refund submitted is $163.11. We have sent this information to our retail store lo[redacted]ion to have the refund applied to Ms. [redacted]’s credit card account. We estimate that this will take approximately 7-21 business days to be back on Ms. [redacted]’s credit card. We invite Ms. [redacted]s to contact our retail store lo[redacted]ion at ###-###-#### with any questions.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK