Ashley Furniture Homestores

To Whom It May Concern:I apologize that the mattress does not meet Ms***'s expectations. Ms*** purchased a memory foam mattress on December 4th, 2014. Shortly there after she complained that the mattress did not rise to the full thickness after delivery. Ashley
Furniture HomeStore then offered the customer an exchange or the option to reselect. Ms*** did reselect this current mattress which was delivered on December 19th, 2014. To date, this customer has not contacted our customer care department about any issue with the product being defective. As per our sales contract, after delivery the manufacture warranty applies. If the customer is describing a manufacturer defect, please have them contact our customer care division to request a Certified Service Specialist to evaluate the mattress.Thank you, *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The consumer called and stated that the repair man came while she was at work one day and she requested that they come after she gets offShe states that the furniture was broken when she got it and she did not damage the furniture
Regards,
*** ***

Left message with guest to resolve

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do empathize with the concerns the consumer is having with their purchase made with Ashley FurnitureHowever, upon further research our findings will prevent us form being able to take any further actions to assistThe consumers concerns stem back from a delivery date occurring on 6/30/While we do understand the importance of addressing and resolving any delivery concerns that may occur, these concerns must be brought forth in a timely fashion so that we may research and address accordingly in a time efficient mannerI have found no documentation in regards to these concernsWe cannot speculate when this may have been brought to attention due to the amount of time lapsed since the delivery occurred. Also, please be advised all purchases come with a one year manufacture warranty, whereas Ashley Furniture agrees to service any manufacture warranty concerns up to one year after deliveryThe consumers manufacture warranty expired on 6/30/All consumers are advised of such at the time of sale in our terms and conditions agreement acknowledged at the time of purchasePlease feel free to reach out to me with any further questions you may have in regards to this consumer.Best Regards,*** ***

[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 ***, 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: ***
Regards,
*** ***

I have left the guest three message to call me to discuss the issue. I will respond again once I hear from the guest

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I read the company resolution offer and declined. The delivery person made a clear written description of the damage. If I keep this piece of furniture, then I want a full refund for this piece. No one buys furniture to keep a damaged piece in their home. There is supposed to be a new one on order. As far a excepting this piece upon delivery, the delivery men had already carried the previous damaged entertainment center out to the truck when they uncovered the current piece and noted the damage. They did not want to bring the previous one back in and take the current one back, because either way I had a damaged piece of furniture until a new would arrive. They said it was a heavy piece of furniture and assured me that I could keep this damaged piece while the next one as ordered. I feel that even when I get a new piece, other compensation is deserved. This has been a frustrating process. Ashley does not delivery furniture on time, nor so they keep their word. I want this resolved. I will not buy from Ashley Furniture again after this is resolved. *** ***

I have spoken with the guest. We are exchanging the footboard today and we are having the tech go out and assemble the other bed. I have submitted a refund request to refund the guest $in addition to the $the store has already refunded

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowWhen we called to return the couch after delivery we were told they would repair it. A part was ordered twice (due to error) months ago and has yet to arriveWhen informing customer care and management that we need to return the couch, it took months to finally get an answer, which was "we apologize...but we would not be able to pick up the merchandise for the sole purposes of a refund." Why? According to the policy we canWe reported it broken and asked for it to be returned the day it was delivered, but were transferred so many times to supervisors who failed to respondWe even sent in pictures as requested in JanuaryThe last representative we spoke to in May stated, "Have you send pictures to anyone of those concerns?" Any time lapse in the ability to return a defective product is solely due to the negligence of Ashley Furniture representativesTheir delays has caused so much frustration to us and now they claim we can not return the couch, but provide no reasoning?? Per the policy: "If you are not satisfied and want to make a return, please follow these guidelines so we can better assist youYou have hours after a In-Home Delivery to report that an item is delivered damaged, defective or if you are unhappy with it in any waySimply call the phone number on your email confirmation and we will work with you to repair, replace or pick up the item for a return." We have fulfilled all of the policy requirementsThe couch remains brokenWe would like this defective product and associated charge removed.
Regards,
*** ***

Please be advised that we are following the standard*** warrenty guidelinesLaw tags must be present and cannot be removed, themattress must be free of stains and cannot be soiled,the mattress must also beon a proper foundation and cannot be tornMr ***’s mattress is
soiled, and stainedWereached out to *** representative to see if there are any options for Mr***, we will monitor this over the next few days and inform him accordingly. Thank you *** ***Customer Care ManagerFactory Direct Enterprises LLCd/b/a Ashley Furniture HomeStoreEdison, NJ

Complaint: ***
I am rejecting this response because:
Hi ***, I haven't had any luck with getting to a resolution with Ashley FurnitureHow can I pursue arbitration with them through Revdex.com? ***
Regards,
*** ***

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionOur customer care department has contacted the consumer and requested additional information regarding the merchandise concerns so that we may address
accordingly.Best Regards,*** ***

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionWe do apologize, however, the consumer has been advised that *** does require any mattress/base concerns solely be addressed with a
factory trained ***/*** technicianThe consumer has advised our customer care department they have since been in contact with *** as of 9/21/and they are requesting additional pictures of the consumers concerns at this timePer the manufactures procedures and protocol set forth to Ashley as a distributor, the consumer would need to continue working directly with the manufacture to address their concerns.Please feel free to contact me if you have any additional questions or concerns regarding the information provided
Sincerely,
Deannie F*

I have left a message for the guest to discuss options to resolve We are delivering the storage tomorrow

I am rejecting this response because:We did receive a call again from ***, not from any manager.The response was the same, without the serial number they cannot help.Thru no fault of our own, there is no serial number on this piece of furniture.We have the sales invoice and the item number.I believe that this company takes the serial number off its merchandise prior to sale.I believe this is CONSUMER FRAUD!

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionAt this time we have advised the sales representative to contact the consumer to further discuss reselecting a mattress to better suit her needsI will
further update you with specifics in regards to this matter as soon as our representative has had the opportunity to speak to the consumer to further discuss the details of reselectionIn the interim please feel free to reach out to me should you have any questions
Best Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** *** September 8, As per my previous response, I was told by customer service rep*** *** on August 13, that the two piecies of furniture would be replacedShe was suppose to see if it could be deliveredBy the time I heard from Mrs*** again it was changed to replacing two drawersSo I would like to know why I was lied to from the beginning? Is it because I transported the furniture to North Carolina? What about when it was transported from Fredericksburg distribution center to Ashley Furniture Store in Richmond, VA? Also there is a hole in the back of the chest dresser, but the box that it was in does not have a hole in itCan you explain this to me?

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** *** The post delivery customer service person was supposed to order the replacement furniture back in May. Ashley Furniture will not give me any information on this reorder. I can not communicate with this company. This complaint does not need to be closed

[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 ***, 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: ***
Regards,
*** ***