Ashley Furniture Homestores

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI did have the opportunity to speak to the consumer prior to receiving the business complaintI did review her concerns with her and was able to schedule her for
delivery on 8/5/I advised the consumer the items were arriving earlier than originally advised in which she was seemingly pleased that we were able to deliver the items sooner than expectedI have also advised myself as a point of contact should she have additional concerns with her purchase so that I may personally address.In regards to the delivery feeI did advise the consumer that we would be unable to refund the delivery fee at this timeWhile I do empathize with her concerns of the delay of delivery, ultimately we will be able to render the services of delivery in full upon her scheduled delivery date of the merchandiseI would, however, be pleased to extend the offer of a gift card to Ashley Furniture Homestore to be used at a later date for any inconveniences the delay in delivery may have caused herBest Regards,*** ***

I left a message for the guest. We have delivered the furniture. I will follow up again to made sure everything is ok

In reference to the below complaint # *** for *** ***Upon further review we found all services have been rendered in full and all merchandise has been delivered in full and in perfect conditionWe understand that that consumer did have concerns with having to experience multiple
deliveries, however, we truly have done all within our power to address her concernsWhile we typically do not have a path to compensation so to speak, we would be pleased to contact the consumer today to offer a $** store credit for any inconveniences experienced. Please let us know if we may be of any additional assistance. Sincerely,Deannie F*

Good Afternoon, I have spoken to Mrs*** in regards to her recent deliveryI advised her that due to the inconveniences previously experienced, I would be pleased to offer an exchange of her sofa and chair and a halfBoth of which have been placed on order in preparation for an exchange at this timeI have also provided the consumer my contact information so that she may directly work with myself for any concerns she may have going forward Please feel free to advise if I may be of any additional assistance in the interim. Sincerely, Deannie F*

Good Morning,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionWe apologize for any inconveniences the consumer may have experienced while anticipating the availability and delivery of his
itemsWe do believe we have done all with in our power to resolve his concernsThe General Sales Manager has taken great efforts to execute a high level of satisfaction to the consumerA $gift card was offered, accepted and sent to the consumer to express our upmost concern for customer satisfactionThe consumer recently received a delivery with all items inclusive on 3/5/The General Sales Manger personally drove to the consumers home and assisted through the duration of the delivery to ensure 100% satisfaction during the delivery processThe consumer did refuse items due to what we would consider cosmetic damage, however, all refused items have been reordered and will be delivered new upon arrival to the distribution centerThe General Sales Manager has advised he is pleased to be present for the second delivery as well so the consumer can have immediate response and resolution to any concerns that may arisePlease feel free to contact me for any additional information required while we anticipate the arrival of the newly ordered items.
Best Regards,
Deannie F*

Good Morning, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore please allow me to apologize to the consumer for any inconveniences he may have experienced in the receipt of his merchandiseWe are pleased to
advise all concerns have been resolved in full at this timeThe consumer was offered a courtesy delivery due his unsatisfactory experience in receiving his merchandiseAll items were delivered in full and to the consumers satisfaction on 10/19/Please advise if there are any additional concerns in which we may be of assistance of Best 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
There is no dresser as of today. While someone claims to be working the issue, it's still indicative of the "runaround" I've been given since this fiasco started. Once the dresser arrives to my home, then and only then will this be satisfactory but not excellent. No one should have to go to such extremes to receive the product they ordered in the first place. Their corporate policy for correcting their error is unacceptable. 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,
*** ***

Good Afternoon,
Upon further review manufacture defects were not found with the mattress per our service technician and the manufacture's advisementHowever, we do understand the consumers displeasure with the mattress and want to do everything within our power to ensure she is pleased with her service and her purchaseAs of 9/22/the consumer has been offered to reselect on a mattress better suited to her needsThe consumer has been advised and is has been invited back to the store so that she may do so at her earliest convenience
Please feel free to advise if we may be of any additional assistance in addressing the consumers concerns
Best Regards,
Deannie F*

Business Response to a Complaint
Complaint ID#: ***
Company Name: ASHLEY FURNITURE HOMESTORE
Company Contact: MELANIE P
Company Phone: *** EXT***
Company Email: ***
Person Who Sent the Complaint: *** ***
Staff Member: *** ***
Response: All consumers that purchase new product from Ashley receive a limited one year warrantyThis consumer purchased on 6/18/ and didn’t contact us until 3/7/with a concernAt that time, we evaluate what the concern is with the product and request serial numbers to review any ongoing concerns of products as per the manufacture warrantyPlease review a full copy at this link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx The consumer was not able to provide a copy of the serial number so we could not determine if the concern that the consumer presented was something that we could addressPlease note all of the product that we sell has a serial number on the unit and on the plastic that the piece was originally wrapped in and on the bottom of the chaiseThank you, Melanie

Left a message to discuss the issues with the guest

Revdex.com spoke with *** from the business, The **He said that the customer purchased his order 11/9/He put down a down payment and financed the rest of the saleThe contract does state that the time frame given in store is based off of the information the have in store but a delay from the
distribution center would not void an orderThe only pieces left are a bench that will be in tomorrow and the chair that should be in next weekThe business will order the customer a refund for the chair which would be a credit towards to remaining financing, the floor model, or the chair will be delivered next week

Good Afternoon,We here at Ashley Furniture Homestore do sincerely apologize for any delays in the arrival of their merchandise from the manufacture. However, all consumers at time of sale receive and sign a terms and conditions agreement whereas it is clearly stated that etas of merchandise can be subject to change based on the availability of the merchandiseThe consumer was notified and was made aware of all policies and procedures at that timeWhile I can empathize with the consumers concerns, we will be unable to refund the delivery fee due to the delayed etaThe delivery fee is a service, that we provided in full and services have been fully renderedBest Regards,*** ***

We here at Ashley Homestore would like to thank you for bring this consumers concerns to our attentionI have spoken to *** *** *** in regards to her concerns with BB&B case # ***I have
advised the consumer that we are eager to resolve her concerns and are willing to work with her to do soHowever, upon further research we have found the consumer did not purchase nor make payment towards the nightstand she refers toIt is our procedure at the time of sale to review all items ordered with the consumer to ensure accuracyThis was not brought to our attention at time point of purchase as we would have been able to rectify any concerns at that timeI have extended the offer to discount the night stand as well as deliver the merchandise at no charge to the consumerI advised *** *** at this time we would not be able to order unpaid merchandise for her at this timeShe was unsatisfied with the offerWhich in turn she was offered a full refund and pick up of all merchandise to further assist in satisfying her concerns*** *** declined the offer to refund as well. I apologized for any inconvenience this experience may have caused her and advised her to contact me if I could be of further assistance in this matterPlease feel free to reach out to me with any further questions in regards to this consumer
Sincerely,
*** ***
Director of Customer Service
Ashley Furniture HomeStore
*** *** ***
*** ** ***
*** Ext ***

Complaint: ***
I am rejecting this response because:
it is not policy to be rude to the customerit is also not policy to give wrong information to the customer and notify the customer the day of delivery that the product isnt availableit is also not policy to have the customer come into the store to process a refund and then no one knows what is going onclearly they have not thoroughly read my complaintthat was not an acceptable answer
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.] We actually drove to the warehouse to pick up the chair ourselvesIt was not delivered to us as we were given yet another delivery date
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,
*** ***

Good Afternoon, We here at Ashley Homestore would like to bring this consumers concerns to our attentionOur customer care department has been diligently working with the consumer to address their concernsPlease allow me to provide a few additional details to support our efforts to do
everything within our power to ensure the consumer was pleased with their purchaseUpon picking up the merchandise conc damage was found on the unit at the time of pick upIn turn a free delivery of the item was offered for the inconveniences the consumer experiencedUpon delivery the consumer did find what would be considered cosmetic damagesOriginally the consumer did agree with our terms of service, however, ultimately declined service after additional concerns were foundThe consumer was in turn offered an exchange or reselection of new productAll offers to assist were declined and we have been at an impasse to resolve to the consumers satisfactionWhile we do stand behind our efforts to assist the consumer in ensuring a quality purchase, we have been unable to come to an amicable agreementIn that regard the consumer has been offered a refund an pick up of the unitThe consumer was contacted on 2/to advise and schedule a pick up on 2/4/ Please feel free to contact me should you have any additional questions or concerns in the interim Sincerely,Deannie F*

Left message with guest to discuss options

good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention*** *** request for a refund will be honored in full for all undelivered itemsI have contacted the consumer to advisePlease feel free to reach
out to me should you have any questions in regards to this consumer
Best Regards,
*** ***
*

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionAt this time all concerns have been considered fully resolved and all services renderedIn the efforts to resolve the consumers concerns a second
delivery team was sent on 4/25/to atempt the delivery and was successfulPlease advise should the consumer require any further assistance and it would be my pleasure to do so.Best Regards,*** ***