Ashley Furniture Homestores

I was not unable to respond online to complaint # [redacted] ***Our advisement is as belowThank you for bringing this consumers concerns to our attentionWe apologize for any confusion the consumer is experiencing and I am pleased to offer any additional information neededFirst and foremost I must advise that [redacted] is a privately owned and operated business neither owned nor operated by Ashley HomestoreIn such, I cannot speak directly on their behalfI can advise, however, that all verbiage the consumer is requesting in regards to our policies and procedures for delivery are provided at the time of purchase in our terms and conditions and was signed as acknowledged by the consumerIn short delivery is considered a “service” provided which does incur a feeAshley Homestore offers numerous option from delivery to pick up at the consumers discretionWe are pleased to deliver and pick up the merchandise that [redacted] has approved for an exchange, however, the consumer is responsible for the cost of the service providedPlease keep in mind in no way are we advising that the consumer has no alternative but to pick up the merchandise, we are simply advising the consumer is responsible for the cost of the delivery servicesThe consumer may reach out to [redacted] to obtain the terms and conditions they provided to the consumer as we are unable to release another companies information for privacy intents and purposesUnfortunately, to our understanding there is no such verbiage in the agreement, hence the consumer being redirected to multiple parties to pursue the free deliveryPlease advise if there is anything I can do to provide further clarity regarding delivery expectations as I am pleased to assist in any way I can to ensure for a seamless exchange of their [redacted] orderSincerely

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attentionUpon further review of the consumers request, the order was cancelled and the consumer was refunded in full on 7/13/All concerns for this consumer have been considered to have been resolved in full and to the consumers satisfaction.Please advise if we may be of any additional assistance to the consumerSincerely, Deannie F [redacted]

To Whom It May Concern:This customer was refunded for this purchase. We reached out to this customer several times in a attempt to assist this customer. If the customer has any additional issues, please have them contact me.Thank you, [redacted] Ashley... Furniture HomeStore###-###-#### Ext. ***

I have spoken with the guest She is keeping the loveseat as is for a $discount The refund was processed to her card on 8/

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing the consumers concerns to our attentionWe have researched further into the details of the complaint and would like to take a moment to elaborate on the advisement most recently given to the consumer via their customer care representative.On 8/4/the consumer picked all items from our distribution centerAt the time of pick up we do request that all items be inspected and signed for as received in good conditionThe consumer did sign for receipt of all items and to be in good conditionItems were since moved to our understanding via a moving van to North CarolinaThe consumer called in on 8/8/upon arriving to North Carolina to advise of damaged itemsUpon receipt of the concerns being brought to our attention pictures were requested and reviewedThe damage displayed in the pictures brought forth were extensive as the item appeared to be damaged in transit due to the extent of the displayed damageWe sincerely empathize with the consumers merchandise concerns, however, we would be unable to move forward with addressing with the information at hand.We did however offer to send any and all orderable parts to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.Signed invoice of the consumer piking up the items in good condition and correlating pictures can be furnished upon request.Best Regards, [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize, however, the consumer would need to work directly with the extended warranty company to address the warranty complaintWhile we do offer the opportunity for the consumer to purchase the extended warranty at point of sale, [redacted] is neither owned nor operated by Ashley FurnitureI do apologize for any confusion in regards to coverage, however, all documentation of coverage and warranty is offered at time of purchase to eliminate any confusionUpon reviewing the complaintshowever, several of the concerns mentioned, with the exception of the peeling would be covered under the extended warrantyI would be pleased to review the claim filed and offer further advisement to the consumer should they need further assistance in addressing this claim with the warranty companyPlease feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards, [redacted]

Good Afternoon, We here at Ashely Furniture Homestore would like tot hank you for bringing this consumers concerns to our attentionAt this time our customer care department is diligently working with the consumer to address their merchandise concernsThe consumer is currently on schedule for a service technician on 6/24/to address the consumers concerns in homeWe are pleased to provide an additional update in regards to the resolution provided upon completion of the upcoming service appointmentPlease feel free to contact me should you have any additional questions or concerns in the interim Sincerely, Deannie F [redacted]

To Whom It May Concern: Thank you for your inquiry You purchased an Elite protection plan offered through [redacted] They can be contacted at ###-###-#### Please be advise that damage in transit is typically not covered under any protection plan Thank you, Melanie

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I have purchased mattresses from [redacted] all the time never had a problem at all and for whatever reason this time made the wrong choice and this shows you that the material Ashley furniture is using is very , very low quality and as a consumer I feel cheat, lied to, etc but I work hard for my money yet on 2/21/at about 2:pm hours I stopped by Ashley store just to find the status of the beds frames which are under protection plan that I paid for,well the store manager said since I have filed a complaint with Revdex.com he can no longer talk to me and I have to deal with [redacted] the store owner in costumer service and he sent an african american ( his assistant) to get [redacted] on the phone who when answered did not want to talk to me but inform this gentleman that if I want the spring box and mattress replace call [redacted] and admit to her that my children damaged them I said I am not going to blame my kids for Ashleys low quality product now as a consumer what is my next step since they took my money and sold me a very , very low quality product

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,... and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Ashley furniture did indeed pick up the defective bed on 4/24 however, they still haven't refunded my money. On your site it shows that the complaint has been closed and the dispute resolved. It is only half resolved. You may contact me at 317/ [redacted] . My address is [redacted] , IN 46143. Thank you [redacted] Regards, [redacted]

Good Afternoon,Thank you for bringing this consumers concerns to our attentionOur customer care department has previously worked with the consumer to assist in addressing their concernsPlease be advised the consumer purchased and received delivery in 2013, rather than the date listed in the complaintWhile we must advise the consumer has surpassed their year manufacture warranty, our customer care department did order courtesy parts for the consumer to assist with their concerns at no additional chargeSupports were ordered for the bed and the consumer was advised should they require further assistance to contact their extended warranty for additional assistanceIt is to our understanding the consumer is having additional concerns with the bed railingWhile we are pleased to assist further, we would not be able to order rails as a courtesy part and fees would be applicable for replacement solely due to the time surpassed and the expiration of the manufacture warrantyWe have attempted to contact the consumer to further discuss resolution on 3/14/17, however, the call was disconnected by the consumer before any resolution was reachedPlease advise the consumer should he wish to be contacted further we would be pleased to contact him to discuss the option to purchase replacement rails.Please advise if you have any additional questions or concerns or if we may be of any additional assistance at this timeSincerely,Deannie F [redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI am pleased to advise that all merchandise was delivered in full to the consumer on 3/1/All concerns for the consumer have been considered to be resolved in fullPlease let me know if I can be of any additional assistance Best Regards, Deannie F [redacted]

The guest was out of warranty when he called about the issues with the furniture I offered to repair as a courtesy since it was not that far out of warranty I explained to the guest at the time we could only do repairs we would not replace it I do understand that the tech recommended it be replace The tech only makes recommendation, he turns the paperwork into the service department and they make the finally decision If we can still get the parts to repair, the warranty is for repair According to our system we have repaired the furniture I have left a message yesterday and today to follow up on the service

Good Afternoon, We here at Ashley Homestore would like to thank the consumer for the additional update in regards to their undelivered merchandiseWe sincerely apologize that the consumers concerns went unresolvedWhile our records do show the item to have been received, we do understand the consumers position in stating otherwiseIn the efforts to ensure our consumers concerns are resolved to their upmost satisfaction, a refund has been approved in regards to the [redacted] We are pleased to complete a full refund, no fees incurred and render funds back to the original method of paymentI have reached out to the consumer to further advise and left my personal contact information to further advise her on the resolution we wish to provide to her at this time Please feel free to advise should the consumer require any additional assistance in this matter as I am pleased to further assist in any way necessary to address her concerns Sincerely, Deannie F [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer has reached out to Revdex.com and stated several appointments have not been kept by the business and this matter has yet to be resolvedThey should have been out on Friday of last week but said they were given the wrong address however they have been to the customer's home before this missed appointment

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards, [redacted] I received the reply from Ashley furniture I reject this offer because I was told the day of the last delivery that a new piece would be ordered First of all, the Ashley supervisor that reponded to this complaint told me that she could not find the photos of the damage from the day of the delivery The delivery men took pictures that showed the damage They also provided a detailed description of the damage I approved the photos and description as adequate before they left my home They even said that they would not keep this piece of furniture Therefore, their documentation should be all that is needed Second, yes the other deliveries have been at no charge to me, as they should be Ashley needs to stand behind their product Third, this piece of furniture should be worth more than $if they are not going to send me a replacement For as much as this entertainment center cost, I should not have to settle for a damaged piece of furniture I still demand a new piece of furniture Sincerely, [redacted] ***

I have spoken with the guest We had a service opened but closed it because we couldn't get in touch with the guest The guest is now out of warranty but I am going to do one more courtesy service

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have spoken to the consumer and placed him on schedule for a service technician on 3/ to install parts currently in homeThe consumer did express reservations in the installation of partsI advised the consumer we are confident we will be able to resolve all merchandise concerns on the aforementioned date, however, I would be pleased to honor his request to exchange should he not be satisfied with the merchandise repairsI have provided myself as a point of contact should the consumer have any additional questions or concerns while we work to resolve his merchandise concernsPlease feel free to advise if I can be of any additional assistance in the interim Best Regards, Deabbie [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] However I am currently in [redacted] volunteering at an orphanage for the next few weeks I will try to get a calling card to contact them Thank you Regards, [redacted]

Good Afternoon,Thank you for taking the time to provide the additional information requestedI was able to locate the consumer's account information with the updated informationUpon further investigation we found all items were delivered in full on 8/15/All services were considered rendered in full at that timePleased advise if I can be of any further assistance to the consumer.Best Regards, [redacted]