Ashley Furniture Homestores

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 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*

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,
*** ***

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,
*** ***

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,*** ***

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, 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*

We are exchanging of the tablesI have left the guest a message to discuss the issues with the other furniture. I will follow up once I speak with the guest

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,*** ***

Left message with guest to discuss options

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,*** ***

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*

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,
*** ***

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,
*** ** *** ***

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

Left a message to discuss the issues with the guest

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,
*** ***
*

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

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 ***