Ashley Furniture Homestores

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 resolved
Regards,
*** ***

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionWe do sincerely apologize the consumers first delivery was delayed due to the broken truckWe certainly empathize with the consumer, however, a
concern in that regard is truly out of our controlThe consumer was advised we would do all with in our power to resolve and would deliver at any time they choseThe consumer chose the following Sunday and advised they would only be available between the hours of 6am and 9am and were accommodated. In regards to the remaining item, the delivery for Weds, 12/30/was honored and services were rendered in full on said dateAt this time all concerns for this consumer have been resolved in fullPlease advise if I can be of any further assistance.
Best Regards,
Deannie F*

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this to our attentionI have spoken to the consumer and we are currently working to address the consumers concerns with the incorrect merchandiseThe consumer is currently satisfied with the direction
advisedI have offered the consumer a $in store credit towards the purchase of the additional items she wishes to purchaseThe consumer accepted the offer of the gift card as well as resolution offered at this timePlease avise if I can be of any further assistance in regards to this consumer.Best Regards,Deannie F*

We have canceled the order and are refunding the money. I have left the guest messages to make sure they have received the refund

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.
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 in contact with the consumer as recent as today to advise we have a new headboard ready and able for delivery at the consumers earliest convenienceThere has been a tentative date set for 11/to complete the exchange, however, the customer care representative was advised that additional parties on the order will need to confirm this to be of a satisfactory resolution for the consumerWe are pleased to advise an additional update after receiving confirmation from the consumer
Sincerely,
Deannie F*

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize the consumer has been unhappy with the purchase of the mattress and will be glad to assist in any way I canWe would like to reinspect the mattress as the
consumer remains dissatisfied so that we may ensure we have a better understanding of the concern as well as ensure pertinent information was not over looked upon the original inspectionOur customer care department will contact the consumer by end of business today to coordinate schedulingPlease feel free tor each out to me should you have any questions in the interim.Best Regards,
*** ***

I have spoken to the guest. It was my mistake. We have not delivered the furniture. We are have canceled the order and the store is refunding the guest. I am following up with the guest on the status of the refund

I am rejecting this response because:I have given this busines my phone numbers ( cells or my wife and I the phone numbers of home and office ) I have provided the invoice numbers and dates of delivery to the main office in NJ the place of purchase in *** *** *** *** several times I have been offering everything that ask for and in return I have been spoken to in very rude tones threatened with credit score value drops and basicly hung up on on several accountsI still have a broken sleeper sofa in my house for way to many days I am fully aware of the day that they have to wait to answer and I am sure they will wait the entire in hopes the couch gets further damaged so it becomes my problem There is n way a chain this big with the ego of great furniture be this slow and incompetent to its customers Now it's said they don't know me by name or number that's ok I too can play the game I'll hold as long as possible then discard the couch providing I win with master card and buy a new sofa setAnd to top it all off the one couch that was ok is now starting show signs of distress Once all is over with I will do whatever is possible to spread the word of the poor quality, poor customer service, and horrible craftsmanship of Ashley's product I cureny have a few to the ears of 7,employees at work as well as over thousands of firefighters through social media, and newspapers Maybe now thay will find my info if not thanks for the free couch

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have left a message with the consumer to further discuss her concerns and have advised I would provide a response/resolution in this format as well. I do
apologize the consumer is experiencing concerns with her merchandiseIt is to my understanding the consumer has stated the sofa in her home is not as comfortable as the one displayed on the showroom floorThe consumer was advised that the sofa will need a break in period and would most certainly soften over timeUnits displayed on the showroom floor most often will be softer than the newly manufactured item as it has already had an adequate amount of usage in storeIn regards to her refund request of the itemPlease keep in mind we do not have a comfort guarantee and/or refund policyAll consumers are advised of such at the point of sale, outlined in our terms and conditionsWe do however stand behind our products and our consumers and would like to offer an alternative to her request in the efforts to address her concernsWe will be pleased to extend the offer to pick up and refund the merchandise with the applied 30% restocking and delivery feeI will be pleased to assist the consumer in moving forward in this direction should she choose to accept the offer as a reasonable resolution to address her concerns.Best Regards,*** ***

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 belowHello Revdex.com,
Attached is the receipt of my furniture purchase. The sales person verbally told me and my wife that we would get a complete refund of the warranty purchase if there were no claims placed against it. We placed no claims, so we wish to obtain the cash refund which was verbally explained to us
Thank you,
*** ***

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attentionWe have been working diligently to address the consumers concernsWe have had multiple service visits for the merchandise as well as picked up for warehouse
repairsOn the most recent and final repair , the unit was picked up on 11/Upon picking the item, it was inspected and found to be with in manufacture specificationsAll concerns were to be found of wear and tear and directly related to useHowever, in the efforts to satisfy the consumer repairs were made to the consumers specificationsThe item was delivered back to the consumer on 12/The consumer signed for the item to be in good condition as well as verbally advised our customer care department all concerns advised were resolvedAt this time all concerns for the consumer have been considered to be resolved in fullPlease advise if you require additional information as I am pleased to provide all pictures and service dates correlated with the consumers concerns. Best Regards,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
I received an email on 4/2/from MsF* saying it would not be at the distribution center on 4/but rather 4/I recognize that this is only days later than the other estimate, but this is all I have been getting from this companyLater and later dates. First it was weeks from 1/16/which would have been 2/6. The next date I was told on 2/was 3/On 3/I was told 3/On 3/I was told 4/and on 4/I was told 4/9. I get that these are "estimate" dates, especially when initially told. But when your item takes weeks to be delivered, when they told you three, this is a GROSS miscalculation on their partThey need to tell customer UPFRONT that items are EXTREMELY backorderedand informed along the wayI had to call every single time for a status, except for this very last one, which I'm so fed up at this point it doesn't even matter. I do not expect my furniture to be delivered next week. It will be at their distribution center 4/9, so therefore they won't call me for delivery until at least 4/(since they are closed Sunday and Monday) Our weekday availability for delivery is non existant because we actually have jobs during the day - and they only deliver during the week days (not evenings when people are actually home) and on Saturday (just how we want to spend our weekend!).
I was offered a measly $gift card to the store, on my third round or so of complaining. Why would I EVER step foot in this store again after this horrific experience? To me, that was a HUGE slap in the face. "We provided TERRIBLE customer service, but shop with us some more!" Fool me once shame on you, fool me twice shame on you. I requested a refund of the delivery fee, which is only slightly more than $100, but that apparently "can't be done". The no refund policy is ridiculous, but I suppose they do this because they would go out of business since people would be asking for refunds ALL the time because their furniture takes a quarter of a year to be delivered
Regards,
*** ***

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize, however, per the customers emailed complaint we have tried to work with them to address their concernsThey were unhappy with their original
selection and were allowed the opportunity to choose items to better suit their needs and all restocking fees were waived at that timeWe are an independently owned and operated company whereas orders are placed from us to the manufacture per the consumers requestCost are incurred on our behalf immediately upon sale and ordering of such itemsThe 2nd order was placed on the consumers behalf and in turn the consumer cancelled as wellThe consumer was provided a copy of our terms and agreements in which they signed at the initial time of saleWhereas they were advised via written documentation of our cancellation and/or refund policyIt was fully disclosed, agreed upon, and documented by all parties at this timeWe are fully able and willing to provide documentation disclosing the customers initials on line of our terms and agreement whereas it states our no refund and/or cancellation policyIt also documents any cancellations are subject to a 30% restocking fees for all cost incurred. At this time we will not be refunding the amount of $as it is lesser than the 30% restocking fee owed by the consumer for cancellation of their contract with usFurther documentation can be provided upon request.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 tried to work with this person on a resolution and have not reached one due to no response back since 9/Order is still incorrect, delivery was moved up by days, which should have been today and since the delivery people did not allow enough time for my husband or myself to make it to our home from work they are now saying they are rescheduling delivery yet againUnacceptable!!!
Regards,
*** ***

According to the system we have refunded the bed I have left a message for the guest to confirm

I have spoken with the guest We are working to resolve the item

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.]On 1/4, the repair tech came to my home and determined he could not fix the table as it was made wrong, the door was cut incorrectly. The recliner assemble is mounted incorrectly the frame and this is why the leg cross brace broke off when it was opened up to use. He was unable to repair any of this and put in his report. I then spoke to Tamia C*** at Ashley Furniture and was told she would be ordering replacements. She had to check her ** warehouse to see what they had and would call me on 1/with a date and time for exchange. No call was ever received. On 1/10, Dewan from Ashley Furniture, called me to find out how the repair went. I had to tell him to go back to MsC***, she was supposed to be replacing the items but has not called me since 1/4. On 1/11, Called for MsC***, but she was unavailable. I s/w Joe J***, (Supervisor) who advised the replacement table is in stock, but they are waiting on the recliner, eta 1/27. Someone will call me back once they have to schedule a delivery/pickup. In the meantime, I am sitting with unrepaired furniture, waiting on a replacement, if it actually happens. FYI. MsF* who responded to this Revdex.com Complaint is never available to speak when I call
Regards,
*** ***

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 was told the replacement end tables were to be delivered by 3/5/and I have not received any calls about delivery and no one is answering the phoneRegards,*** ***

We have picked up the chair and refunded the guest. I have left a message to make sure they have received the refund