Ashley Furniture Homestores

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize the consumer remains displeased with our assessments of the merchandisePlease allow me to provide further details to correlate with the
consumers claimOn 7/15/the consumer did reach out to our customer care department to express her concerns she was experiencing with her purchaseThe consumer advised the cushions were fraying and required repairPictures were reviewed by our customer care department and were deemed to be self inflicted due to the nature and positioning of the frayed merchandiseThe consumer was advised while we could not speculate as to how the damage incurred, we did feel the damage may have incurred by something rubbing the fabric when sitting on itNo other damage was visible with the exception of the frayed marks on the seat deck which would correlate to our findingsThe consumer was dissatisfied with the response and this was escalated with in our company for additional reviewAll claims brought forth were reevaluated at the consumers request. Ultimately the damage was deemed to be caused by misuse of the merchandise and consumer was advised service would declined at this time.Pictures are furnishable upon requestPlease feel free to reach out to me should you have any further questions in regards to the information provided.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: [email protected]
Regards,
*** ***

To Whom It May Concern:
Ashley Furniture HomeStore apologizes that the refund is not showing on your account. We have reached out to the finance company to find out what the delay is. This credit should be reflected shortly
Thank you for your patience and understanding
***

To Whom It May Concern:
Ashley Furniture HomeStore's position remains the same
Thank you,
Melanie

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for brining this consumers concerns to our attentionWe are pleased to assist the consumer with any merchandise concerns they may be experiencing as it is our mission to ensure our guest not only enjoy their
purchase, but, receive quality merchandise each and every timeWe have spoken to the consumer on multiple occasions in the efforts to address her concerns, however, any request on our behalf of pictures and/or to send a service technician to the consumers home have been declined by the consumerThe consumer has been advised that in order to address her concerns we do require visual confirmation of the concern so that we may ensure we provide the best possible resolution to address th consumers concernsWe are pleased to work with the consumer to address any merchandise concerns and to ensure quality service, however, we can not exchange or service the item sight unseen with out clear advisement as to the nature of the concern. Upon receipt of either pictures and/or inspection of the merchandise we are pleased to move forward in addressing the consumers concerns in a swift an efficient manner.Please feel free to advise if I can be of any further assistance in the interim. Best Regards,Deannie F*

[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,
*** ***

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionThe General Sales Manager has been in contact with the consumer to further address and discuss their concerns. The consumers order was cancelled in full on
4/6/The consumer was refunded in full and no additional cancellation charges were applied due to the delayPlease feel free to contact me should you have any additional questions or concerns in regards to this consumerPlease feel free to contact me should you have any additional questions or concerns in regards to this consumer. Sincerely,Deannie F*

I have spoken with the guest I am working on option to see what we can do to resolve

[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,
*** ***

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOur customer care department has been diligently working with the consumer to address her merchandise concernsWe are pleased to advise we were able to
provide a resolution to the consumer that was agreed upon by all parties as a proficient manner in which to address he concernsA service technician was scheduled and performed a service inspection on 9/13/16, whereas parts were advised to address the merchandise concernsHowever, upon further review on 9/19/we re-evaluated the consumers concerns and request and a service exchange was entered for the consumerThe consumer in turn has since spoken to our customer care supervisor whereas the offer to exchange was provided and accepted by the consumer on 9/21/A new item is currently on order for the consumer in preparation for the upcoming exchangeWe are confident all concerns will be resolved in full upon completionPlease feel free to advise if we may be of any additional assistance to the consumer or if they have any additional concerns requiring attention at this timeSincerely,
Deannie F*

Good Afternoon,We here at Ashley Furniture would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize the consumer has experienced any delays in completing the delivery of their most recent purchaseI can confirm that as of 9/5/15, all remaining
items have been delivered in full and services have been fully rendered.Best Regards,*** ***

Ashley Homestore
*** *** ***
*** ** ***
Phone: *** *** Fax: *** ***
May 11,
To Whom It May Concern:
This letter is in reference to our customer *** *** ***,
your case # *** regarding the Ashley Homestore in Woodbridge, VAWe here at Ashley would like to thank you for bringing *** *** concern to our attention
At this time we have come to an agreement with *** *** and *** *** regarding their recent purchase and have delivered all items to their satisfaction on May 7, Our agreement included a discount on the items purchased along with prompt delivery of all goods
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,
*** ***
Ashley Furniture
Customer Service
*** *** ***
*** ** ***
***
PH: *** Ext*** or ***

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionAfter careful consideration we must advise that we will not be allowing the consumer to cancel the orderI have spoken to all parties involved in her
sale as well as the *** *** ***The *** *** *** has tried to contact the consumer to further discuss, however, have been unsuccessful in contacting herAt that time the store did reach out to the family member she made the purchase with and further discussed the concernsThey did advise her that they could not cancel the sale as the down payment put down had already been deposited at that time, as well as we would be unable to reverse the credit request in itselfThe consumer was made aware at the time of sale she was financing with ** and it is to my understanding she did speak to the finance company as they must ensure they have confirmation of permission from the consumer to open a credit accountThe consumer was made fully aware at that time that this would be an extension of creditThe consumer also did sign a contract that advises of our policies and procedures whereas it states all sales are final and we do not allow cancellations and/or refundsAs a distributor, we order merchandise specifically for each customer from the manufactureShould in the event we do allow for a cancellation we do reserve the right of 30% for restocking fees as we incur cost upon ordering the merchandise for the consumer. We are more than willing to furnish these documents upon request. Please feel free to reach out to me should you have any further questions in regards to this consumer or to request documentation of the sale
Best Regards,
*** ***

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced. We checked our records and this customer does not have any open orders with our showroom. If the consumer does want to make a purchase with us
in the future, please contact me directly so I can arrange a visit with our regional sales managerThank you,
***
*** *** ***

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 filed a previous claim aginst this business*** They just called and told me for the SECOND time the chair is damaged and will not be deliveredThis is the second time we have got this excuseThey are lying for whatever reason about where and when this chair will be deliveredI just called and they have no clue when this chair will be deliveredThe lady said they have to reorderI called and Left Sharon the manager of Indiana a message to call meThis company deserves an "F" ratingHere's my previous complaint.....On January 21, we ordered three pieces of furniture and was told it would be in on February 15thI called to see if the furniture was ready for pick up at Ashley Home Furniture they told me NO it was not in and it would be in February 25thThey called me on February 25th and said we are sorry but with the bad weather the furniture won't be here until February 27thFebruary 27th came and went no response from themOn March 7th a lady from Tennessee called to say that the furniture was ready for pick upI called the local store but ended up getting the call center and was told by a lady that my furniture was not in Terre Haute it's in Plainfield, IN at the distribution centerI asked the lady why did someone tell me it was in Terre Haute she had no answers to my questionsIn the mean time my husband called and was able to speak to the store manager who said the furniture was not there and it was NOT at the distribution center and had know idea who or why I received that callHe had no answersSo from March 7th to March 27th my husband has called the Terre Haute store multiple times and days trying to get this resolvedWe have got excuse after excuseOn March 31st the store manager called and said Hi Amy your furniture is here, he was very up beat and excitedThen he changed his tone and proceeded to say BUT the accent chair was damagedHe said he had been working all day to get the chair to the Terre HauteWhich I don't believe! He said I can give you the floor desplay I said NO I don't want something that someone has sat on and is dirtyI asked when will the chair be there he said one to two weeksI told him that was not good enoughI hung upMy husband called him and he promised the chair would be there in a week or twoMy husband called the store manager last week and he NEVER called my husband backSo my husband called the store today and the store manager was not there my husband demanded to speak to someone at corporate the lady gave my husband the phone number to the guest response team call center 866-787-He was told the supervisor was at lunch and would call him backAfter two hours my husband called back the lady said they were not at lunch they were already gone for the dayThe lady pulled up our account and seen all the notes and proceeded to tell my husband that it shows a ship date of July 4thThis is unacceptable business practiceWe are not waiting until July for the accent chair that was suppose to be here February 15thWe did pick up the couch and recliner on April 1st.At this point I want the recliner, couch and accent chair for FREE
Regards,
*** ***

I have spoken with this guest and apologized for the issues she had with the customer service center The guest was needing information about the warranty on her Simmons' mattress Since we are no longer a Simmons' dealer, I gave her the information so she could contact Simmons' I
also emailed her a copy of her receipt

Good Morning,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI am pleased to report that we were able to complete a successful exchange of the merchandise on 9/30/I have spoken to the consumer and he has
confirmed that the delivery went wellAt this time we feel we have been able to fully resolve this consumers concernsPlease feel free to reach out to me should you have any further questions 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,
*** ***

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.After several more phone calls trying to discuss this issue with a person of upper manager and leaving her a message, Deannie, I was finally contacted by her on the day of final delivery of my furniture I was completely taken aback by not only her recognition of my case, but by her lack of understanding that when a customer contacts a manager for support or for information regarding their complaint they expect that person to contact them Deannie's response was "I didn't have your phone number", but she had acknowledged that her associate had discussed my case with her (I talked with her associate almost everyday) and she had received my voicemail This is unacceptable customer service No one from the Richmond Ashley furniture contacted me back either I still feel the least that Ashley can due is credit me for the $for the delivery, since it was not delivered on time the day it was supposed to be nor was it completed, even though Ashley marked it as completed, and therefore I had to contact them to ensure I received all furniture that I had bought from them and they as a company were promised to deliver me Deannie's adamant denial of this credit, saying that it's against policy, shows me that Ashley does not care about their customer, but only the bottom line I was offered a $gift card to use towards a new purchase from their store What in this experience would ever make me want to go back there and purchase more items from them? They have done nothing to build a better relationship with me nor build trust that I will be receiving a product without an issue
Regards,
*** ***

We have tried to assist Mr*** with his concerns. To date, we have sent out a specialist and conferenced the customer with *** Corporate Customer Care. We do not require customers to purchase any bedding covers at our locations, but under the *** warranty the law tags are required, the bedding must have proper support and the bedding must be in sanitary condition. In this case, Mr***’s bedding does not have the tags that state Do NOT remove under penalty of law and his bedding is not in sanitary condition (please see the attached pictures). At this point, *** has denied his claim. Thank you, *** *** Ashley Furniture HomeStores