Ashley Furniture Homestores

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

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

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionA refund for the consumer has been processed in full per the consumers requestAll concerns are considered to be resolved in fullPlease feel free to contact me
should you have any additional questions or concerns in regards to this consumer. Best Regards,Deannie F*

We have picked up the guest furniture and we are refunding his money

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumer's concerns to our attentionPlease allow me to apologize for any frustration the delay in merchandise may have caused the consumerHowever, the estimated date for delivery is
considered to be an estimated date onlyThis can be subject to change do to availability and is outlined on the terms and agreement each customer is given at time of purchaseThe sales *** from this location has reached out to the customer to provide an update and to further address their concernsThe customer has been advised all items are scheduled to arrive to our distribution center this Saturday, January 24th, We will be able to deliver in full early next week and we are confident all concerns will be fully resolved at that timeThe sales *** did offer the customer a gift card for their inconvenience and the customer accepted. Please feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards,*** ***

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May 17,
To Whom It May Concern:
This letter is in reference to our customer *** *** ** *** your case
#***regarding the Ashley Homestore in *** *** We here at Ashley would like to thank you for bringing *** *** concern to our attention
At this time we are reaching out to *** *** to offer a replacement unit; we do believe this will resolve the concerns she has
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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Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionWe sincerely apologies for any inconveniences the consumer has experienced in regards to his most recent purchaseOur customer care department has been diligently working
with the consumer to address his merchandise concernsWe do understand the consumers frustration with multiple deliveries and are sincerely doing all within our poer to make this right for himIt is with regret at this time I must advise we have been unable to obtain an amicable solution for the consumerThe consumer has been offered multiple avenues in which we are pleased to address his concernsThe consumer was advised that we would be pleased to move forward in any direction listed below:* The consumer originally requested to have us exchange the sofa and offer to keep the other items as isWe obliged, however, advising the consumer that the preference would be to provide 100% perfect merchandise in lou of keeping asThe consumer was offered 20% off the items to keep items in home and exchange the sofa, in which the consumer declined and counter offered what we would consider to be an unreasonable request* The consumer was offered to fully exchange all pieces to his sectional for new, in which the consumer declined the offer.* The consumer was ultimately offered to pick up and refund the order in it's entirety due to our inability to satisfy his concerns to his satisfaction, in which the consumer declined.We are pleased to move forward in addressing the consumers concerns ,however, are unable to proceed forward at this timeWe are confident that all offers to provide resolution to the consumer were made in the best interest of the consumer and stand behind our decisions to do soAs all offers to address the concerns have been declined, we will consider the matter closed until additionally contacted or advised to address his concerns. Sincerely,Deannie F*

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI am pleased to advise we were able to work with the guest towards a full and amicable resolutionThe merchandise is available at this time and we
have scheduled the guest for a courtesy delivery at no additional chargeBest Regards,*** ***

Good Morning,We are pleased we were able to come to an amicable resolution with the consumerI can confirm that a change of order has been completed and the credit has been utilized In regards to the delivery feeI do apologize, however, we would not be able to refund at this time as we
will be delivering the new merchandise ordered and it was inclusive of the credit enteredHowever, as we do want to do right by the consumer we are pleased to extend the offer of a store credit to her in the amount of $We are pleased to send this to her at anytime should she choose to accept our offer.Best Regards,Deannie F*

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionA refund for the consumer has been processed in full per the consumers requestAll concerns are considered to be resolved in
fullPlease feel free to contact me should you have any additional questions or concerns in regards to this consumer.
Best Regards,
Deannie F*

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have been corresponded with the consumer on several occasions in an attempt to address his concerns with his merchandiseA technician was sent to the
consumers home and did advise on parts required and the repairs would need to be in shop so as to not disrupt the consumers homePlease see below for the dates of correspondence with *** ***email correspondence available upon request. 1/left messages on both numbers provided by the customer at the time of sale 1/corresponded via email, where as he was offered a afternoon pickup, next day service and an am drop off the following day 1/consumer advised he felt incorrect parts were ordered by the technician/service rep and additional pictures were requested at that time for review so that I may ensure further parts were not needed for service, as well as reiterated I would do all with in my power to expedite the service as promisedI did advise the consumer that I would not be able to advise on unforeseen events that may delay time needed for service for events such as inclement weather as suggested by the consumer 1/pictures were again requested as one of the consumers main concerns was the possibility of incorrect parts ordered 1/consumer contacted our Leesburg location, unrelated to the store of original purchase seeking alternative resolutionAt this time I did involve upper management to ensure there were no further alternatives we could offer the consumer as we had not been able to reach an amicable agreement in regards to servicing his merchandise at that time 2/consumer was contacted via email to advise secondary alternative of reselection. The consumer was advised restocking fees would be inclusive as we remain fully confident all concerns will be resolved at time of serviceThe consumer remained displeasedIn this correspondence pictures were again requested. 2/customer contacted the store for advisement and to seek further resolution. Whereas the GSM spoke to the consumer to request pictures so that we may move forward with addressing the concerns 2/Store forwarded pictures on the consumers behalf 2/Additional parts were ordered for the consumer and the store was advised upon doing so.At his time, the additional cushion cores fro all pieces of the sectional have been ordered from the manufacture per the consumers request to readdress parts on orderShipping from the manufacture may take upwards of 2-weeks as these items are ordered specifically for our customers and are not kept on handUpon receipt of the additional parts we will be more than happy to schedule the consumer for service for in shop repairsWe also would be happy to pick up only one or two pieces of the sectional at a time so that the consumer may have use of the merchandise while repairs are taking placeBest 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
[Provide details of why you are not satisfied with this resolution.]
I did receive a voicemail from someone at Ashley and have called back twice but have not been given a return callthe number I was left to call back was 502-238-
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 not received the pillows and have not received any contact from the store regarding the pillowsin addition the company has challenged my credit card dispute for the pillow amount sending in proof that I did receive the pillows which I did not.
Regards,
*** ***

Good Morning,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Furniture I would like to express a sincere apology for any inconveniences on the consumer has experienced with their new
purchaseOur customer care department has been working with the consumer to diligently address their merchandise concernsI am pleased to advise all concerns have been resolved in full and a service exchange was completed to the consumers satisfaction on 10/The consumer has confirmed all is in working order and to her satisfactionIn regards to compensation it would be my pleasure to send a gift card to express our apologies for her experience as she is truly a valued Ashley Guest and we want to make her feel as such.Please advise if we can be of any additional assistance to the consumer in ensuring her concerns have been addressed to her satisfactionSincerely,
Deannie F*

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,
*** ***
In their response to me they stated that I was not home on 3/8/that is not trueI was at home all day and night and no one came out to pick up furnitureThey also did not mention that they would pick up the furniture and reimburse me for the money I have paid for the furnitureAll they are planning on doing is to repair itI did not buy used damaged furniture from the storeI bought new, and what they gave me was used and damagedWith all the run around I have gotten from Ashley, I want full restitution!

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 received the reply from Ashley furniture. I reject this offer because I was told the day of the last delivery that a new piece would be ordered. First of all, the Ashley supervisor that reponded to this complaint told me that she could not find the photos of the damage from the day of the delivery. The delivery men took pictures that showed the damage. They also provided a detailed description of the damage. I approved the photos and description as adequate before they left my home. They even said that they would not keep this piece of furniture. Therefore, their documentation should be all that is needed. Second, yes the other deliveries have been at no charge to me, as they should be. Ashley needs to stand behind their product. Third, this piece of furniture should be worth more than $if they are not going to send me a replacement. For as much as this entertainment center cost, I should not have to settle for a damaged piece of furniture. I still demand a new piece of furniture. Sincerely,*** ***

To whom this may concern,
We have partnered with the customer to come up with a resolutionDelivery for exchange of the new item is set up for 9/21/We do have this piece available and ready for delivery due to inconvenience of the Protection Plan having a lengthy processWe appreciate our guest's time and patience

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 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.Regards,*** *** This is a lieI just called today Sunday February at 9:am and the phone rang until it hung upMy next step is to again go to the storeAlso I received another bill with a late fee when I have the paper work from Last week when the billing department was supposed to stop sending me bills, as well as being given a phone number with a area code, which no one answered or returned my messagesThis company is a jokeIf this doesn't get resolved soon I am guessing legal action will need to be taken ? I would appreciated any advice or feedback Ms***I honestly thought if you visited a store or called customer service your issue would be dealt with professionallyThe people hired by this company are either unqualified for their positions or this is how they are trainedNever have I been treated so rudely or lied to so many timesI would like this issue resolved; it is going on months!

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,*** ***