Ashley Furniture Homestores

Thank you for bringing this consumers concerns to our attentionI am pleased to advise all concerns for this consumer have been resolved in fullThe consumer was offered store credit for a reselection on 12/04/17, chose new product on 12/08/and received full delivery of new product in perfect condition on 12/14/We have since left two messages for the consumer to confirm satisfaction on 12/14/and 12/20/without returned response

Thank you for the clarification of the concern, as well as the contact number for the purchaser [redacted] so that I may personally investigate into her concern as this was not the information I have been providedAll information provided to the Revdex.com was to the best of my knowledge and understanding and in no way would I intentionally misrepresent myself, my company, nor my customersPlease accept my apologies for any confusionIn direct regards to the concerns at handA technician did come to the consumers home and did advise all concerns could be addressed with partsHowever, after speaking with Mrs [redacted] I have advised that we would be pleased to offer an exchange in lieu of service as it is truly our goal to ensure customer satisfaction.I have given Mrs [redacted] my contact information as well should at any time her concerns are not being addressed to her upmost satisfaction going forward.Thanks,Deannie [redacted]

Spoke to guest. I explained that the VIP rebate is an in store credit. I did make the exception for this one and we are refunding the VIP in the form of a check. The VIP doesn't expire until 10/30/2014, so the check will not be mailed until 11/7/2014 since it takes 7 to 10 business... days to process a check refund.

Good Afternoon, I would like to thank you for bringnign this consumers concerns to our attention. I did have the pleasure of personally coordinating [redacted] final delivery of her occasional three table set. She received her last and final delivery on 8/14/14. On... behalf of Ashley Furniture I would like to apologize for any confusion or delays experienced in the delivering of her merchandise. While I do empathize with the consumer, we will not be able to refund her delivery at this time. The merchandise was delivered in full and at this time all concerns in regards to th delivery of this purchase have been fully resloved and all delivery services were rendered in full. Sincerely, [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have spoken tot he consumer on 9/8/and was able to schedule her for delivery of all items on 9/17/We are confident all concerns will be fully resolved at that time.Best Regards, [redacted]

To Whom It May Concern:This issue was resolved The customer had a configuration change

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionThe consumer received the original delivery on 12/16/and remained unpleased with the delivered itemsNew items were ordered at the request of the consumer and I am pleased to report they are scheduled to receive delivery of an exchange on 1/5/We are confident all concerns will be resolved in full at that timePlease feel free to contact me if I can be of any additional assistance to the consumer in the interimBest Regards,Deannie F [redacted]

Spoke with the guest and explained that only certain mattresses come with a comfort guarantee and the one she purchased doesn't come with that guarantee. It the time of the purchase the guest signed the paperwork that stated all sale are final and can't be exchanged or returned. We will... not be able to refund this mattress.

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 I'll address the concerns noted in the reply accordingly: "We have done everything within our power to address his concerns." - That is not true; Ashley has the power to discount the merchandise further and provide a refund per my request While this may be at a loss to Ashley, they would earn goodwill with the customer which would potentially turn into future business Perhaps they've done everything accordingly to their policy, but their policy clearly does not address merchandise which maintains poor quality control, poor workmanship, or both This indicates to me that the policy is broken, or their employees are not empowered to resolve customer complaints satisfactorily "The decision was to order new on one and send a technician for the second as we felt we would be able to address his concerns in home." - Obviously, this did not happen Not only was the technician poorly trained in repair procedures, but his work did not get communicated back to the office as the staff were shocked to hear how he "repaired" the sofa only when I notified them "...a technician was sent out on 4/22/to adress his concerns with the second sofaThe consumer was at that time displeased with the end result of the service visit as were we." If Ashley were disappointed with the second technician, who was supposed to be a senior technician, then clearly there's a systemic problem with the technicians "To my understanding the consumer however, refused to take delivery of the new end tables until he felt his concerns with the sofas were addresed and compensation for his time was offered." That is completely untrue I was never notified that the end tables were ready for delivery, so I had no way to refuse delivery I scheduled delivery of the end tables after I received a call When they arrived, I refused delivery because I explained to them that the new tables have the same alignment issues as the current ones This is a local assembly issue, not a manufacturing issue I explained to them (and Ashley) that while it is okay to ship me merchandise that I have to put together myself, and okay to deliver merchandise that is already assembled, it is NOT okay to ship me merchandise that is improperly assembled AND charge me for delivery The issues with the tables are not cosmetic issues as sharp edges are exposed and could cut small children Secondly, I specifically asked the salesperson in the store if the tables that were delivered would have the same types of alignment issues in store, and she confirmed that they would not As such, I continued to raise the issue until Ashley recognized that a failure in communication happened, as well as poor workmanship of their assembly team (which has not happened) "Upon careful review we feel that all concerns he has brought forth in regards to us were purely cosmetic and a result of imperfections that come with top grain natural leather." [redacted] doesn't seem to be well versed on leather manufacturing, so I'll explain this in further detail Leather is a natural material, but the processing of leather is very much handled by man The cowhides that arrive are not simply placed onto a sofa They need to be cut, sanded, pigmented, and embossed Throughout the process, if there are defects in the leather, they are identified, and the pattern is cut around the defect to prevent it from showing up in the final product My issues were not related to a perfectly seamless appearance, but obviously cuts, scratches, and other issues that occurred during manufacturing In fact, when I pointed out these issues to their technician, he agreed with me immediately and indicated that it was NOT a naturally occurring issue Why [redacted] is contradicting her own technician is beyond me Lastly, I have several pieces of furniture in my home consisting of top grain leather from various manufacturers, and I have never experienced any of these natural nuances that [redacted] claims are "natural." The fact that Ashley is going so far to defend itself despite this level of dissatisfaction from a consumer is a commentary on the company itself I've had other issues with furniture from other retailers, and it is almost always resolved with one or two phone calls In addition, most of the time the remediation and any "inconvenience" credits, etcare proactively offered by them without any request or mention on my part As a result, I have continued to shop from their retailers for years after my purchases Regards, [redacted]

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionA in refund in full has been processed per the consumers requestAll concerns for the consumer have been addressed and resolvedPlease feel free to contact me should you have any additional questions or concerns in regards to this consumer.Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I don’t see anything in these pictures but a dent on the mattress in the center as I have told you priorYou guys can hide behind the corporate language and loop holes, but it comes off as corporate rhetoric The truth is there isn't any significant damage to this Mattress except that it sinks in the center and is causing me and my wife significant back painFurthermore, the reality is that you sold us a Garbage Mattress and you disguised it as a Great MattressI paid top dollar for it and it isn't worth anything [redacted] and Ashley you guys don’t sell good products, I was dupedI was misled; if any credit should be given to your company it is for your Marketing Deptor Partner, not to the equipment you sell, because I believed that you guys sold good products there and boy was I wrongHere is a link of people who have went online to state similar issues that they are having with your product (http://www.consumeraffairs.com/furniture/***_mattress.html), in case you feel that my complaint is isolated, and boy is there more where that came from, I could imagine the people who didn't want to go to the internet I will never enter a Ashley store and I will urge people who I know to totally disregard [redacted] products, they are awful and no different than any regular deptstore or generic brand Truly I feel that you guys don’t believe in your warranty which is why it is offered complimentary with the product Kind Regards, [redacted]

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.[Provide details of why you are not satisfied with this resolution.]Regards, [redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in awaiting the arrival of the order to be delivered in fullI am pleased to advise the consumer is currently on schedule to receive delivery of all remaining items to fulfill their order on 9/22/We are confident all concerns for the consumer will be resolved in full upon completion of the upcoming delivery.Please feel free to advise should the consumer have any additional concerns requiring further assistance at this time as I am pleased to assist in ensuring the consumers satisfaction with their order Sincerely, Deannie F [redacted]

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 I received the message and attempted to call back leaving a message for AshleyI will be out of touch most of next week but am free the following week Regards, [redacted]

To Whom It May Concern: Thank you for choosing Ashley Furniture. It is our goal to delight you. As such, we have provided a one time exception that was listed on the first response. In your circumstances, that would be the exception available at this time. Have a great day, Melanie

I left a message for the guest to let them know the store is working on getting the return There was an error is the system that would not allow the store to return the rug in the system They are correcting that and then they will process the refund I will update the guest next week on the status

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Furniture I would like to apologize to the consumer for any dissatisfaction the consumer has experienced thus farPlease rest assure we will do everything within our power to resolve the consumers concerns in a swift, efficient and professional mannerOur customer care department has spoken to the consumer and advised we would be pleased to place on order new cushion cores and casings for the sofa to rectify the concernWe have taken appropriate measures to expedite the shipment of partsUpon receipt, we would be pleased to install at the consumers earliest convenience.In regards to the warranty information provided to the consumerWe can concur that the consumer was advised that moving the merchandise from it's original location does null and void the manufacture warranty as it is not inclusive of any damages that may occur during transportationHowever, in the efforts to provide excellent service we would be pleased to continue with service as previously advisedWe are confident upon completion of installation of new parts ordered we will be able to fully resolve all concenrs brought forther by the consumer.Best Regards, [redacted]

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 Just as expected I went into the store this evening to pick up these pillows, and they are not at the storeNot only are they not here, but they have not even been ordered (per guest services)Not only do I want to keep this case openI expect to hear from Sharon H [redacted] tomorrow This store owes me my complete refund, my pillows, as well as some sort of compensation for thisOnce again ***, I thank you for your time Sincerely, [redacted] ***

Thank you for the updated contact informationOur Customer Care will contact the consumer after pm on the advised numberWe are pleased to further update upon speaking with consumer.Thanks,Deannie F [redacted]

RevDex.com:I have reviewed the 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.I did finally speak with the representative from Ashley and I was told that new parts to my chairs have been ordered and will be shipped to my house w/in the week. However, from my experience I'm sure this won't be over just that easy. I will not be pleased until all my requests are taken care of and all furniture replaced or fixed. Regards, [redacted]