Ashley Furniture Homestores

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

I have spoken with the guest and first apologized that I didn't get her voice mail or email I am working with the store to get the correct pillows ordered and I am refunding the $

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 ***

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
Hi *** Here is my responsePlease let me know next stepsThanks, ***There was absolutely no rescheduling, redelivery, or waived fees for a rescheduling or redelivery due to conflicting schedules, which was indicated in Ashley Furniture’s response to my complaintI do not know what they are referring toIt sounds to me that the corporate office was given mis-information by the Sterling locationIf Ashley Furniture is not willing to provide a refund based on my initial complaint, I would like to not only post my original complaint on Revdex.com, but I would like to add this additional information to my complaint - which now includes dishonest business practices by Ashley Furniture in order to manipulate a customer service error on their part. Regards,
*** ***

Good AfternoonThank you for bringing this consumers concerns to our attentionI have reached out to the consumer to address and further discuss her concerns with her most recent delivery experienceThe consumer has advised all items have been delivered in full as of 4/15/and in perfect
conditionThe consumer was offered a gift card for her any inconveniences she has experienced with her new purchaseI have advised myself as a point of contact should any future concerns arisePlease advise if we may be of any additional assistance in ensuring all concerns have been resolved to the consumers satisfaction.Warm Regards,Deannie F*

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 reaching out to us with Mr *** couch, Ihave reviewed his concerns and I’m going to research to see if we have otheroptionsI appreciate how frustrating this situation can be and we arecommitted to resolving Mr ***’s issueHe can expect a call from my
office before WednesdayMarch 18,

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

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,
*** ***

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 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 ***

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,
*** ***

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 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,*** ***

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,
*** ***

[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 will immediately get back to you at: ***
Regards,
*** ***