Ashley Furniture Homestores

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.] I have not received any call from the delivery manager to this date. That is a lie by Deannie F*. I was told by her that the delivery manager would be calling on January 12th and if she didn't to call her on Wednesday, January 13th and I did. Deannie F* never returned my call again. This is the way they work As for the parts that were supposed to come in. I received a call on January 21stto tell me that my scheduled parts had not arrived and the date had changed to the first week in February. This is the same thing I went through for over eight weeks to get my furniture. Now, Ashley Furniture is acting like I was pleased. No I am not. My wood floors are scratched and I have to pay to get them fixI never hear from the delivery manager and they refused to give me her name
Regards,
*** ***

I recently purchased a Chamberly - Alloy RAF Loveseat by Signature Design as part of a the complete sectional In my original sales consultation I wanted to purchase Chamberly - Alloy Armless Chair by Signature Design but was convinced by the salesperson the loveseat would be betterAfter delivery I realized the loveseat was too large and I would need the Armless Chair as I originally plannedI went to the retailer and was told I could not exchange one for the other because it was already in my home ( it was there for less than hours and not been used - and still has not been used) I also purchased some great bedroom furniture and I am pleased with thatTotal of my purchase was approx$Please know, I have two more bedrooms, a dining room, eat in kitchen and also need other miscellaneous pieces of furniture to fill my new homeI planned on spending another $- $at Ashley in the next few months However after this type of customer service, and a manager concerned more about a possible $- $difference/loss on a sale as opposed the promise of future sales of multiple times that much - I will NEVER shop at another Ashley store againThis has been the worst furniture purchasing experience of my life as now I am stuck with a sofa that is too large for the room and will never be able to fully experience the comfort one would expect in their own home Midlothian VA

Good Afternoon, Thank you for bringing this consumers concerns to our attentionWe do so apologize for any confusion or frustration the consumer may have experienced regarding their mattress protectorWhile it is not our policy nor procedure to replace at store level, we certainly understand
the need to keep to our word to our guestIn doing so the consumer was contacted and advised we would be more than pleased to send her a new mattress protector at no charge to the consumerThe consumer was pleased with the resolution offered and has been advised her point of contact going forward should she have any additional concernsWe will direct mail the mattress protector to the consumer.Please feel free to contact us if we may be of any additional assistance ensuring the consumer is purely satisfied in how her concerns have been addressed. Warm Regards,Deannie F*

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.They told me a week and a half ago that they were emailing the accounting dept about my refund and I still don't have itI have a cell phone with voice mail, I didn't miss any calls and voice mail is automatic so I fail to see how they couldn't leave a message. Regards,*** ***

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.I have not yet spoken to the manager of the greenwood store so im not sure who is responding to thisI have however spoken to a woman in Kentucky who works for Ashley furnitureShe confirmed that two pieces of couch will be here Wednesday and that she would try to have someone here tomorrow (4/21) to put the bed togetherI cannot just can't accept a response from this company without the actions they are promising actually being followed through with because this has been so ongoingWe are also still waiting on our refund my fiancé was told he would get for the inconvienenceI hope this can be resolved Wednesday and our bed will be off the floor and our couch completely useableWe have waited a long time and my daughters birthday party is this weekend with people from out of state comingI cannot in good faith accept this as resolved until it is actually done.Regards,*** ***

To Whom It May Concern:
After further review, we did determine that the account for this consumer was accidentally charged. We have processed a correction and the account was cleared of all charges. If the consumer would like to confirm this, please call *** at ***. This should be reflected on the account in the next business daysThank you for your understanding***

Complaint: ***
I am rejecting this response because:
I have been unable to contact Melanie at her contact information listed (*** Ext ***). Three messages have not been returned.
Regards,
*** ***

To Whom It May Concern:
We apologize for any misunderstanding on behalf of the consumer. We offer a one year manufacture's warranty which covers manufacturing defects only. Ashley Furniture HomeStore also offers a five year accidental protection plan for purchase. Our
accidental protection plan only applies if the customer experiences an incident or an accident and reports the issue under the guidelines of the contract that they mail to the consumer. When we are selling the protection plan, our sales team provides tear off sheets that provide an overview to the consumer. This customer is eligible to contact the protection plan to request a cancelation. If they decide to cancel the protection plan company will provide a prorated refund amount. If the customer has any further questions, please have them contact the customer care department at ***.
Thank you,
***

We sending service to repair the damage chair. The service will call the guest to schedule the service

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionPlease allow for me to provide additional details in regards to the consumers concernsThe consumer was brought to attention to myself during her interactions with our
customer care centerThe consumer was requesting as advised in the letter to Revdex.com for an exchange of all items due to her relocating on the 29thThe consumers work order and pictures of all merchandise were further reviewed upon receiving our requestUltimately, after continuation of review of her concerns it was brought to light what the consumer was experiencing was pilling and not a manufacture defectThe consumer was advised that it was our findings that the sectional was within manufacture specifications and pilling is a natural occurrence of many fabricsThe consumer remained unpleased and after further communicating with her it was agreed upon that we would install all previously ordered parts for the sofa, chaise and sectionalThe consumer agreed to as an amicable resolution for both partiesThe consumer also made mention prior to installation that the parts ordered were not a perfect color matchThe consumer was advised that the manufacture would be unable to guarantee die lot, the consumer agreed to continue with installation of parts orderedAll service discussed and agreed upon with the consumer was completed on 8/25/The consumer has since advised they remained unpleased due to the color variationIn which at that time I did speak to the consumer to reconfirm our discussion prior to installation of partsWe do apologize the consumer remains unpleased, however, the consumer was advised prior to as well as upon completion of service the installation of parts ordered was out of courtesy to the consumer to ensure a high level of customer service and that we remained firm that we found no manufacture defects with the unitsWe sincerely apologize the consumer remains unpleased, however, we truly feel that we have done all with in our power to resolve her concerns at this time. Sincerely,Deannie F*

I have left the guest a message to call me to discuss. If we can't repair we will reorder,

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 belowThe response was very vague and it simple said a gift card. I do not know the amount of the gift card and I do NOT want to ever purchase anything from the again so why would I want a gift card to shop at their business
Regards,
*** ***

Revdex.com:
I have reviewed the 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
Sherry H*** contacted me one time this morning at 9:AM and I missed her call I tried to call her back at 9:and left her a Voicemail I again have called back times and can not get her to call me backTime is now 3:
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,
*** ***

We have delivered the accent chair on 4/ I have left a message for the guest to confirm the delivery was made without issues

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have personally assisted the consumer in regards to the concerns and will be pleased to add any additional information I can on the claimThe
consumer received delivery of the merchandise on 5/28/On 1/6/the consumer called in to advise concerns with the merchandiseA technician was sent on 2/18/to inspect the merchandiseThe technician did advise to order parts to address the concerns the consumer was having with the merchandise, with the exception of any and all concerns related to the pillingWe did offer to service any concerns covered under the year manufacture warranty, however, the consumers main concern was the appearance of the merchandise which was directly related to the pilling of the fabric and the offer to service was ultimately declined by the consumerUpon further research it was found that the pilling of the fabric is not due to manufacture concerns, but rather what would be considered as customer neglect and/or abuse of the merchandiseThe consumer remained displeased with the findings and in turn we did offer to return the merchandise with a 30% usage fee as the consumer has had the merchandise in home since 5/28/The consumer was advised that the offer to return was offered as a courtesy as we do stand behind our initial decision that the pilling of the fabric is not of wear and tearShould the consumer accept our offer to refund with the 30% usage fee we will pick up the merchandise with no additional delivery/pick up feesI will be pleased to move forward with the process upon acceptance by the consumer.Best Regards,
*** ***

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 interim.
Best Regards,
Deannie F*

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionPer our records, the consumer was approved to cancel the order on 1/22/and notations have been made in regards to on her accountAt this time we
consider all matters to be fully resolvedPlease advise the consumer should she have any further concerns in regards to the refund/cancellation I will be happy to further assist.Best 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 to further advise an estimated date of 2/for parts to be received to address the merchandise concernsThe
consumer was seemingly pleased with the advisement as we are continuing to address her merchandise concerns.In regards to the home damage claim, I have been advised the delivery company has contacted the consumer to further discuss and/or address on 1/The consumer was advised the delivery company would need to address all concerns in direct correlation with the home damage with the delivery company specifically as it is neither owned nor operated by Ashley Furniture.Please feel free to contact me if I can be of any further assistance while we work towards resolving the consumers merchandise concerns.Best Regards,Deannie F*

I have spoken with the guest We have processed the additional $of the refund I had promised her on 8/ It normally take about weeks for the guest to receive after it is processed in our system We made another delivery today of the recliners and the end The guest refused one of the recliners due to it not have a power pack I am getting with the DC to see how quick we can get that chair bed to she I will update the guest was soon as I hear back from the warehouse