Ashley Furniture Homestores

[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,
*** ***

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,
*** ***
I am not accepting this offer due to the furniture was delivered damaged and dirty..,I want my delivery fee refunded back to my card...I do not want any gift card from that store because I will never shop there again..the furniture was delivered on 08/in poor nasty conditions..I have pictures

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionThe consumer received a refund in full on 2/22/for all purchased itemsTHe consumer advised she was satisfied with the
resolution offered and all concerns have been resolved in fullPlease advise if I can be of any further assistance in providing additional resolution.
Best Regards,
Deannie F*

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionThe consumer was offered store credit on the items she no longer wanted to take delivery ofThe consumer utilized the store credit on 2/20/to reselect on
items to better suit her needsAll concerns for this consumer have been considered to be resolved in full at this timePlease let me know if I can be of any further assistance in regards to this consumer. Best Regards,Deannie ***

Good Afternoon, We appreciate the opportunity to address our customers concerns. This customer has stated that there is no visibledepression, it only sinks in the middle when her elderly mother lays on themattress. When asked about what
the mattress is on we were informed that the customer has an old frame with no center support leg.The solution for this customer is to go to the store and speak to her product specialist about purchases a new frame.We would love to partner with this customer and have them make an appointment at the store to come and purchase a bed frame to help resolve there comfort issues

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">To Whom It May Concern:
This letter is in reference to our customer *** ** *** your case # *** regarding the Ashley Homestore here in Sterling, VAWe here at the Ashley Homestore would like to thank you for bringing *** ** *** concerns to our attention
I have reviewed the consumers complaint, unfortunately our agreement that all customers are given a copy of once they sign it at the time of sale states we reserve the right to repair the furnitureObviously if we are unable to repair the damaged goods we will order new units, but in customers ** ***s case they refused any services, which would lead us to believe they are deciding to keep the furniture as is. After looking further into this customer’s sales order I found that we delivered the products the consumer purchased on June 30, 2010, all delivery receipts were signed off in good conditionThe delivery and service department that came out to the consumer’s home was from the company we used at the time, who followed our guidelines of the agreementSince the service and delivery department were turned over to our Fredericksburg, VA warehousing we have spoke to this customer one time, which was just last week. We explained if they would like us to come out and reassess the damages with another technician even though they are beyond the in home service warranty we would do so but they refused any services as they are demanding only replacement itemsAs previously stated if the customer is refusing services we will assume he has decided to keep the furniture as isAt this time we have an open work order for Al Majid which will be left open until the end of the month as that will put them at their one year mark, and beyond any warrantiesIf they would like for us to move forward we would be more than happy to assist them with their furniture concerns, they may contact our office to schedule a service call Tuesday thru Saturday (8AM-6PM)
If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below
Sincerely,
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I have left message for the guest. There is a one year warranty on the furniture. If you pay for delivery you get one year on in home service for any manufacturer's defect. If you pick up the furniture you have to bring it back to the warehouse for any of the defect.
This was all in the paperwork at the time of the purchase. Also the extended protection only cover accidental and incidental damage and it states they don't cover springs

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 belowA refund of only the bed was authorized, which would have left me with a partial furniture setThis was only after I told them I was moving and needed the set delivered or refundedThe associated delay was not due to the manufacturer, but was due to repeated missed and wrong deliveries by Ashley furnitureThe furniture was finally delivered months after the purchase and Ashley furniture did nothing to make the issue of my missed work, son sleeping on floor, and fragments of furniture placed around my home correctAfter being told that they could only refund the bed, I obviously told them that I wanted a refund of the full set, as I let them know numerous timesIt took weeks and a Revdex.com complaint for them to authorize a return of the bed, which would have left me with a partial bedroom set
Regards,
*** ***

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI apologize for any inconveniences the consumer may have experienced in regards to their finance payments for their most recent purchaseI do apologize, however, we do
ask that the Revdex.com complaint be redirected to the appropriate company at this timeThe consumer has financed their merchandise via RAC acceptance, which is neither owned nor operated by Ashley HomestoreAny complaints, payment, or financial concerns would need to be addressed by RAC acceptance as the finance contract entered into by the consumer was with RACAshley Homestore is a privately owned and operated business and RAC is not of the same ownership and or/operating procedures Please feel free to reach out to me should you have any further questions in regards to this consumer or if I can be of any additional assistance.Best 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 bel Yes Ashley furniture called me and basically told me that I was stuck with my broken saggy furniture that is only two years oldThe extended warranty is a joke! I will never buy another thing from them! I have also instructed every person I know not to purchase from themI am also going to go and hold a poster in the parking lot and explain that the warranty/protection plan is a JOkE!
Regards,
*** ***

We have delivered the furniture to the guest on 12/according to the system. I left a message with the guest to follow up on the delivery

Thank you for bringing this matter to my attention. We make every effort to assist our customers with any concerns Since this customer states that she is not happy with the mattress we would like an opportunity to work towards a resolution. Ashley Furniture HomeStores would like to have the opportunity to have a Certified Specialist inspect the mattress so we can ensure that the mattress is manufactured properly and meets the manufacturers specifications. Please have Ms*** contact our customer care department at *** to schedule for the Specialist. 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** My husband sent Ms*** an emaill after seeing her response letter I am very frustrated with this entire situation and so upset over basically being stuck with something I am being charged $1,for that doesn't even come close to being worth it Simply put, it's a complete waste of money He is handling it from here We did come to a sort of agreement, under duress, because we don't have $1,to throw away So we decided to have them fix what they would, again, under duress My husband was told they had to order the parts, and in weeks they would pick up the furniture and fix everything under the warranty, which doesn't include pilling We definitely weren't going to give them more money And we most certainly aren't going to do anything to damage our credit rating It's a lose-lose situation I'm just sick over the entire affair.Here is his response:Ms***,Today, I opened an email with your reply to the Revdex.com Here it is: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,"Ms***, I do not recall you saying at anytime that the furniture could be returned for a 30% usage fee You told my wife and I that we could reselect and have the old furniture picked up for a 30% restocking fee If we can return the furniture for the 30% fee without reselecting, that would be our preference And if that is the case, does that mean what we have already paid on the bill goes completely to the bedroom furniture? Please clarify And for the record, at no time have we abused our new furniture The furniture looks the way it does with use My wife and I both work full time and do not get home daily until or We have schedules with the kids participating in activities and are not home several nights each week to even spend much time on the furniture And on the weekends, we are in and out, rarely home before on Sundays because we spend it with my parents Who are you to say we have abused the furniture? No furniture should even come close to looking like this in months time We have a *** *** recliner we've had years and there is not one bit of pilling on it I even slept in it for awhile when I was having back problems If there was ever a piece of furniture that should be pilled, it would be that, but there is none This sectional sofa is made of a very poor material I shouldn't have to spend time "shaving" my sofa every time I sit on it. Also, we didn't decline what the warranty offered You said that you would have to research to see if there was a problem with the lot of fabric, resulting in such extreme pillingOnly when my wife kept calling, emailing, and contacting various agencies about your poor customer service did you decide to act on this You kept giving us the excuse that you hadn't heard back from the manufacturer And the decision you gave did include fixing the broken pieces and restuffing everything But you didn't give the option of returning the furniture for a 30% fee, as I mentioned before Sincerely,*** ***"If you look online at reviews, it is unbelievable how many negative reviews there are If only I had done my research I have learned a hard lesson here, but I can asssure you it won't happen again

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 ***

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionPlease allow me to take a few moments to provide further information as to how we addressed the consumers concerns in regards to her piers and the service we provided
in addressing her concerns.Original delivery date to the consumer was on 11/18/Shortly after the consumer advised she was displeased with her piers as the doors were not opening/closing in the preferred direction and believed them to be incorrectly installedPlease keep in mind that is in the manufacture design of this product for the doors to be interchangeable for consumer preference purposesAn exchange was offered to the consumer at that time as the consumer remained displeased with the original delivered itemsThe exchange on 12/18/was refused due to the pier doors having the same concerns as beforeIn turn a technician was sent to her home on 2/11/to assist in making the proper adjustments to the pier doors so that they meet the consumers needsThe consumer was displeased with the advisement to have the doors adjusted in home and requested new to be orderedThe request was honored and we attempted to exchange for new on 4/and again on 5/Both attempts to exchange were refused due to the same concerns as the consumer did not want the doors installed prior to deliveryIt was ultimately advised to the consumer the pier doors were installed at factory level, however, we would be pleased to adjust the doors prior to deliveryThe consumer requested new to be ordered again and the request was honoredNew items were ordered for the consumer and were delivered and accepted by the consumer on 6/11/All services were considered rendered in full at that timeIn regards to the offer to extend a gift cardWe do apologize the consumer was not pleased with our offerHowever, it was offered with all good intentions to the consumer as a courtesy as she was displeased wither experience.We do apologize the consumer remains displeased that further compensation was not providedHowever, we do feel we have done everything within our power to address the consumers concerns in a timely and professional manner in an attempt to exceed her services expectationsAt this time all concerns brought forth from this consumer have been considered fully resolved and services rendered in fullShould the consumer have any additional concerns with her purchase we would be our pleasure to provide further assistance.Best Regards,*** ***At this time we here at Ashley Furniture Homestore have done everything with in our power to address the consumers concerns in a timely and professional manner to ensure customer service expectations were exceeded at all points of interactionAll concerns are considered to be fully resolved at this time and services have been fully renderedShould the consumer have any additional concerns with her merchandise it would be our pleasure to further assist her in any way we can.Best Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would
be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***

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
Each time I called Ashley Furniture a manager was not available to discuss the issue1. The delivery charges should have been waived due to the delay2. No apology was given when I calledWhat I was told was, "no refund" even though they held up my delivery3. Manager stated when I called: we gave an estimate of 2-weeks but it can take longerWhy not be honest with the consumer and "just say it will be 4-weeks or 6-weeks"? I'll say it again the manager could care less about my merchandise and stated "there is nothing we can do"4. Why tell the consumer the products are in but in reality they are not?
I don't appreciate being lied to or given the runaround because the manager doesn't want to deal with an issueVery disappointed in Ashley Furniture and maybe I went to the wrong locationGoing forward, I have to tell others not to go to Ashley FurnitureIf you want good furniture go to *** or ***'s never change up a good thingA mistake I have learned
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.I sent pictures of the brown damaged chair to my saleslady in November 2014, who said that she would have a replacement back deliveredAshley came on February 14, to deliver the replacement back to the BROWN chair, but instead brought us an entire orange recliner, which we refusedI was contacted twice AFTER February 14th (and AFTER telling them that they brought the wrong item) for them to set up delivery for this orange chair (and after being told that this mistake would be fixed in their system)We are still waiting on someone from Ashley to contact us for delivery of the correct item: the back of the brown chairRegards,*** ***

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: [email protected]
Regards,
*** ***

I left message for the guest that we are correcting the issue and issuing a refund