Ashley Furniture Homestore

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 1/04/2014 by [redacted] Mrs. [redacted] did reach out to our 3rd party warranty company, and her claim was denied. The claim was denied based on damages not being of a onetime occurrence. It is clear from the...

photos that were taken by the 3rd party warranty company that this is excessive wear and tear caused by the guest. This not covered by the extended warranty. Unfortunately it is not covered under any warranty we have. As a courtesy we did agree to issue Mrs. [redacted] a 40% off her next purchase certificate. We are requesting that this claim be removed from our file, as it is not vailid. Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mrs. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center ..

[A default letter is provided here which indicates your acceptance of the business' 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 10817440 and find that this resolution is satisfactory to me. 
Regards,
Robin Wittkopf-steptoe

We have spoken with our customer. Delivery completed 08/22/2014.

Most furniture we sell is ordered specifically for each consumer.  Normally we disclose this up front.  If we truly failed to do so, I sincerely apologize.

We apologize for the confusion.  That sofa style wouldn't have fit four pillows and the loveseat would have been worse so not sure why the pillows from the sectional were moved to that vignette.  Customer service can order you more pillows if that is what was shown in the showroom.The...

additional pillows are processed as a courtesy part order and should come from the Arcadia, Wisconsin corporate location. Please allow 4-6 weeks for part orders.If you have not received the pillows in 4 weeks please contact [redacted] and customer services can reach out and get an update on the part order. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I went to the local store giving them multiple opportunities to resolve prior to my family coming into town so I had furniture as planned. Due to the delay in my refund and the delay of delivery, I had family come and had no furniture for them to sit on. The refund doesn't resolve my complaint as I am still without furniture. I would like at least half off my sofa purchase and would appreciate getting the original sofa I chose with them assisting in making sure I can have it delivered through the balcony as promised. 
Regards,
[redacted]

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 of Mr....

[redacted]’ complaint, we have reached out to the retail location. Management from the retail location has advised that they have given Mr. [redacted] a 60 month interest free contract and have credited the remaining balance to his Synchrony account.Regards,Ashley Furniture Industries, Inc.Corporate OfficeWH

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 retailer is violating the consumer protection laws in the State of CA under Civil Code section 23.  They did NOT properly post their return policy and the fact that they stated the policy on the receipt does NOT exclude them from this legal requirement to post.  The links below clearly state the law.  The mattress and base were NOT marked "Final Sale" for example.  If they fail to accept the return in a timely manner, I will be forced to file suit against them for damages.  I have video evidence to support my claims.  Additionally, the odor is still resonating from the mattress and its' continued presence may cause serious dangers to my health.  It has now been over a month and I am unable to use the mattress and the smell has permeated to my clothing which is located in a closet near the mattress.  I implore that a suitable remedy be offered immediately before matters get worse!https://oag.ca.gov/consumers/general/refundshttp://www.dca.ca.gov/publicat...⇄ /> 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Janet [redacted]

Hello, We have reached out to his financial institute and addressed the concerns listed. They've made us aware that they sent out notification by mail that they would be rounding payments up to the nearest dollar in August of 2015. Since then, it has been posted on the bottom of the statement issued to [redacted] monthly. Unfortunately  the signed agreement is between him and the financial institution, not Ashley Furniture. There is nothing we would be able to do about the late payments charged to [redacted] account.  Since [redacted] has had his merchandise for over a year, per our terms and conditions we will not be processing a refund. We apologize if this is unsatisfactory to [redacted].  Thank you,Ashley Furniture HomeStore

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.
Consumer still has not received his refund. Please confirm mailing address below:[redacted] 
[redacted]
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. We have reached out to our...

retail store location. Per the store management, they have reached out to Ms. [redacted], and have advised a technician would be scheduled to install the part to the damaged item. If Ms. [redacted] accepts to schedule a technician appointment, we invite Ms. [redacted] to contact the Broadway store location at ###-###-#### or Customer Care at ###-###-####. Regards, Ashley Furniture Industries, Inc.Corporate OfficeWH

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Candise N[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 a full review of Ms. N[redacted]’s concerns, we delivered her items to her on October 11, 2016.  Our retail location also sent her a $50.00 gift card for the inconveniences.  We apologize for the delays.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

On 9/5/2016 customer made a purchase of a mattress and a box spring, at the time of purchase the customer was made aware that the order would take anywhere from two to four weeks to arrive and once in we would then call her and set up delivery, the customer was also made aware that if for any...

reason she needed to cancel the order, the cancellation must take place within 24 hours of purchase or there would be a 40% restock fee. Customer agreed to the terms of the sale and agreed to the items she was purchasing and signed off on her invoice.On 9/15/2016 less than two weeks from her date of purchase, our delivery coordinator was notified that the customers mattress and box spring were scanned and received in to our warehouse and called the customer for delivery, the customer confirmed delivery for Tuesday 9/20/2016. On Saturday 9/17/2016 when the warehouse was prepping for Tuesdays deliveries, they came across this customers order, it was then that it was noticed that the sticker that the manufacture put on the customers box that contained her mattress, that the number on the sticker did not match the number that was on the box, the manufacture had tagged the mattress wrong and what had come in with the customers name, was not what the customer ordered, when this was noticed, it was reported to our delivery department and out delivery department then contacted the customer and made her aware that we would not be delivering due to the wrong mattress was sent to us. We informed the customer that we would once again place the mattress on order and as soon as it came in, we would call her for delivery. ON 10/4/2016, right at the four week mark, the customer was called and made aware that the mattress came in and we would be in the area for delivery on 10/7, the customer declined delivery for 10/7 she requested delivery for 10/14, she was then informed that we only had that weeks route laid out and would have to call her back when we were in the area for the following week. The customer was called on 10/6 and we left a message about delivery, was called on 10/7 and a message was left for delivery and was called on 10/8 and again a message was left for delivery. We finally reached contact with the customer on 10/12 and confirmed her in for the day she had chosen which was 10/14.
On 10/14/2016 our delivery team arrived at the customers home and started to deliver her mattress and box springs. The delivery team, in front of the customer, the customer watched the mattress come out of the box, the customer saw that this mattress was sealed in plastic, and at this time, when revealing the mattress, it was noticed that on the side of the mattress there was a small black mark, which looked to be a possible grease mark from the factory, you can clearly see that this was not marks of "feces" as the customer is insinuating for this mattress was sealed and if this mark came from an animal, the animal would be in there with the mattress. This mark was clearly a grease mark from the factory and our delivery driver informed the customer that he had a cleaner in the truck that he could spray on the mark to make it go away. The customer agreed to allow to have the driver use the cleaner on the mattress. Once the cleaner was sprayed on the mark, even tho it was still wet as our team was leaving, you could clearly see that the cleaner had loosened and lightened the color and at this time the customer was told, if she is not happy with the small spot on the side of the mattress, that she would then have to decline the item, we can not leave a mattress in her home for her to use only to exchange it for another, we can not take a used mattress back to our warehouse. The customer agreed to keep the mattress in her home.
As for the box spring that was a no fit in the customers home, we do not know at the time of sale, we spoke to the customer that same day as her delivery and informed her that we actually had a split foundation at our warehouse and we would be more than happy to bring it out to her that same day. The customer then declined to have us bring it back out to her that day, we then said we could bring it out to her that Saturday 10/15, again the customer declined, at first she stated she would be out of town then told us she had to work. We informed her at that time that our warehouse is closed on Sundays and Mondays if she did not accept delivery that Saturday, that we would not be able to get back out to her home until that following Thursday 10/20. The customer accepted the date of 10/20.
The customer, as she stated in this dispute, cancelled her delivery of the split foundation for that Thursday, she was not charged for her regular foundation or for the split foundation, those items were cancelled off of her order with no restocking fees. The customer has only been charged for the mattress that she accepted in her home on 10/14/16.
We have been working with this customer, the mattress being sent to our location wrong, was an error from the manufacture which we immediately made the customer aware and we placed on order right away, we worked with the customer on the date for her delivery and we worked with her for trying to get a split foundation out to her home that same day which she declined.

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the furniture and warranty process.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.Our customers furniture was delivered on 4/27/2013. We have reviewed the options with our customer, and agreed to provide a promotional Ashley Furniture HomeStore gift card that can be used at any of our locations. We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, [redacted]
[redacted]

Thank you for the update on [redacted] complaint.  We have attached the signed document along with pictures taken of the furniture setup within the home.  We are willing to correct the bed issue as well as offer some compensation for the matter.  We invite ** to contact the retail location to further discuss the matter. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[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 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 no idea what transaction Mr. [redacted] is referring to.  We did not purchase a "living room set" for $3600.  We attempted to purchase a recliner loveseat for $1699 and were told it would take up to a month for delivery.  Since the transaction was made on a Sunday and the cancellation attempt was made 22 hours later,  I highly doubt that the loveseat had been put on a truck and was heading for Plattsburgh
Regards,[redacted]

I am rejecting this response because:
- Please keep this case open until the followings are met:a. The refund for my bad bedroom set is processed and the money is refunded to me.b. The replacement bedroom set that we paid with my credit card (extra cost until the refund is processed) is delivered and in good quality. The old (bad) bedroom set is taken out.I will update Revdex.com if there is any updates. Thanks.
Regards,
 *

We have made contact with the consumer.  We have reordered the merchandise and they are aware.  They are satisfied with the resolution.