Ashley Furniture Homestores

Complaint: ***
I am rejecting this response because:
Yes, someone came to inspect the furniture, but nothing was done nor any feedback was givenHe was basically in an outWhat is Ashley Furniture position on fixing the furniture?
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 below
[Provide details of why you are not satisfied with this resolution.]I feel as though the company is not accepting any fault in the situation or even a valid explanationIf I was contacted on 11/28/stating that my ENTIRE order was ready for delivery, then the ENTIRE order should have arrived on 12/12, yet they I wasn't forewarned that there was an issue or given an explanation as to why that did occur; as a matter of fact, when I asked both the employees at the store as well as the distribution center, no one could explain what happened & did not FULLY rectify the situation until a month later, during which time they had already received delivery fees as well as payments from me, none of which they felt the need to even "adjust" considering I was paying for something that wasn't even fully in my possession as of yet
Regards,*** ***

Good Afternoon,
The customer's refund check has been processed and will be mailed out to her home address as requested on 03/26/The customer has been updated as well by voice mail
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 until new chairs, that are level to the floor are delivered and satisfactory to our purchase in October 2014. This will be the eighth time Ashley has been to our house since October 2014. They have sent out at least four sets of new chairs that were supposed to be level, seven times. Only one chair was level! We are not happy customersIf the chairs scheduled to be delivered on 1-31-15, are not level, we demand that we get out money back and Ashely Furniture and we part our ways!Regards,*** ***

Complaint: ***
I am rejecting this response because:
I am unable to file a claim without my original receipt, and because the damage occurred last year, and further because the damage occurred while the couch was being moved, and because the original purchase date was more than years agoThis is despite attempting to file a claim last year when the damage actually occurredI don't believe that the sales person when I bought the couches and policy was forthcoming about these pitfallsAshley furniture talked me into buying this, accepted my money for the policy and then handed me off to another companyWhen I've tried to contact Ashley directly (not through Revdex.com) they promise to assist me with paperwork and don't follow throughI don't believe this to be an honest business practice and they should either stop selling the protection plans or stand behind them
Regards,
*** ***

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn 7/we did attempt to deliver and fulfill the order per the consumers statementThe consumer was not at home for the initial delivery due to time constraints
The consumer was initially advised there would be a fee incurred to redeliver as we do require the consumer to be home for the duration of the delivery dayHowever, we are pleased to waive all fees to redeliverI have spoken to the consumer to advise that all items are in, available and ready for delivery at his earliest convenienceI have also advised the consumer that should he need assistance with his time frames for delivery to meet his needs we would be pleased to oblige his requestThe consumer has advised that he is unwillingly to schedule delivery at this time and wishes to cancel the orderThe consumer was advised while we are unable to cancel his order due to our terms and conditions documented and signed by the consumer at point of sale, we are pleased to assist the consumer in any way necessary to complete his order and ensure he is pleased with his new purchasePlease advise what additional steps can be taken going forward to address the consumers delivery concerns to his satisfaction. Best Regards,Deannie F*

To Whom It May Concern:
Based off of the information in our system, it seems that there is an open service request (***) that was opened for this consumer. As per the conversation between our representative and this consumer, pictures have been requested. This consumer would need to send pictures of the concerns, so we can evaluate the product and determine how to resolve the concerns under the manufacture warranty if it applies. This customer is invited to send in pictures within this claim or to our *** email address. Please include the request number listed above so we can locate them and identify to whom they belong. Once we receive pictures, our team will contact the consumer with a resolution
Have a great day,
Melanie

I have spoken to the guest. We are working on some options to resolve. I will follow up with you once we have it worked out

To Whom It May Concern:
Thank you for bringing this concern to our attention. It is our goal to delight you and offer you a reselection in our showroom. Please contact me directly at *** *** ***
Thank you,
***

Good Afternoon,We here at Ashley Furnitrue Homestore would like to thank you for bringing this consumers concerns to our attentionI did speak to the consumer on 3/5/in regards to the concerns she was having with the merchandise in her homePer my conversation with the consumer
I did advise that the extended warranty company is a separate company not owned and operated by Ashley Furniture HomestoreI also did advise on several specifics required by the extended warranty company when processing a claimThe warranty company does require specific information as to how and when any self inflicted damage has incurredThe consumer did send the original claim that was sent to the extended warranty to myself for reviewUpon reviewing I found she was declined due to lack of any specific damage correlated to the concerns she was having with the merchandiseieOur service technician initially inspected merchandise for defects and found the damage to be caused by water marksThere were no comments regarding the water damage in the claim to *** and the claim was declined because ofMy advisement would be for the consumer to resubmit a claim to the insurance company with the corrected information. I did advise the consumer I would be happy to reach out to the extended warranty company in regards to her original claim, however, due the escalation of the concerns the most time efficient route may be submit a secondary claim to the insurance companyI will be happy to assist in any way I canHowever, should the consumer wish not to resubmit the water damage claim and pursue any denominational amount of retribution for the denied claim it would need to be filed against the extended warranty provider as the dispute is specific to the company***, the insurance provider, not Ashley Furniture Homestore.Best Regards,*** ***

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionOur customer care department has diligently been working with the consumer to address her merchandise concernsA service technician was sent to the consumers
home on 4/14/to inspect the merchandise in home and make advisements as to how to address the consumers concerns in the most efficient fashionPer the technicians findings and advisement new merchandise was placed on order in preparation to exchange the product in homeThe merchandise has arrived to our distribution center and is currently available for delivery at the consumers earliest convenienceOur customer care department has left messages with the consumer on 4/29/& 4/30/to advise and schedule the upcoming deliveryPlease advise if I can be of any additional assistance to the consumer in addressing her concerns. Best Regards,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,*** ***

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.The original slats were replaced on 10/29/and mattress was inspected. The new slats are also bowing and further damage has been done to mattress. I have attached photos from 10/29/16. I do not have the equipment to show current damage.Ashley is not willing to do anything and has stated on 12/28/that there is no defect in the bed and they will not resubmit to bed manufacturer 'til the mattress has sunk to 1/2". I purchased bed and mattress the same day and install was completed by Ashley and bed frame and mattress are both damaged
Regards,
*** ***

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionUpon further research of the consumers concerns we have extended the offer to the consumer to refund of the sofa that remains undelivered at this timeOur customer
care department has reached out to the consumer to advise the request to refund has been approvedPlease let me know if I can be of any further assistance in resolution to the consumers concerns.Best Regards,*** ***

Case # *** *** *** Update: In regards to the complaint filed advising the consumer Mrs*** remained displeased after the exchange and was requesting a refund: Customer Care contacted the purchaser today, 12/20/and advised a pick up and refund of the item has been approvedIn her conversation with Customer Care I have been advised she is not interested in the offer to refund at this time and has chosen to move forward with serviceShe is currently on schedule for a service technician for repairs on 12/23/The consumer advised that should she not be pleased with the repairs she would like to move forward with a re-selectionWe are pleased to honor her request should that be the best option to move forward in addressing her concernsPlease rest assure we are doing everything within our power to ensure she is pleased with her purchase and remains a lifelong Ashley guest

Good Morning,We here at Ashley Homestore would like tothank you for bringing this consumers concerns to our attentionPlease allow me to apologize on behalf of Ashley Homestore for any inconveniences the consumer may have experienced in the receipt of her mattress protectorThe item has been
shipped via *** for tracking purposes on 2/2/The consumer has been contacted and advised of the information providedWe are pleased to provide consumer with the tracking number for their records should that be preferential.Please advise if any additional steps are required at this time to ensure the consumer is fully satisfied with the resolution provided at this time.Sincerely,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.
Regards,
*** ***

*** Thank you for taking the time to trouble shoot todayIn regards to the two complaints we spoke on that required emailed responsePlease let me know what additional information you need as to not have a poor reflection on our account. *** *** ID # *** Please see below for specifics for the updated repairs and completion of per our Customer Care report back from representative and service technicianIn direct regards to the color match, per our conversation the manufacture does not guarantee dye lot and customers are advised at point of sale via our terms in conditionsIn specific regard to this guest the “color match”, all parts are ordered new from the manufacture for the consumerPlease keep in mind typically the consumer has had the product in home and has been in use which would reflect slight color change due to usage and sun exposureAfter use of the new parts they would ultimately blend with the color once being used in home as well.10/RP LVM FOR CUST TO CONFIRM CONCERNS ADDRESSED***TICKET REMAINS CLOSED***10/9/2017*** * ***10/RP USQ NOTES: Repair Date 09/30/Tech *** SM FOUND LEFT ARM FACING RECLINER BACK FRAME HAD COME UNDONE CAUSING IT TO LEAN RIGHT AND BACKWARDS ALSO SEAT BACK FLATTENEDSM FIXED FRAMEWORK AND USED POLYFILL TO FILL BACK UP TO SPECS, SEAT CORES REPLACED ALREADY BY A TECHNICIANSOFA IS UP TO MANUFACTURER SPECIFICATIONS AND CUSTOMER SATISFACTIONCOMP/MFG Manufacturer Defect||| LVM FOR CUSTOMER ***TICKET CLOSED*** All concerns for this consumer were notated as completed in full and a follow up message was left on 10/to confirm with the consumer with no response

Spoke with guest She was not happy with the equality of the furniture T I tired to explain that the furniture is the same quality as the furniture on the floor If there were damages we would reorder it again She did cancel the order without giving us a chance to
redeliver She did sign a contact at the time of the order that there is a 10% cancellation fee if you cancel for any reason She said she is disputing the charge with Amex and we need to work with them

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience we may have caused. We are processing a refund for $as per your request. You should see the refund on your next credit card statement
Thank you for shopping
with us, Melanie