Ashley Furniture Homestores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10822459, 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.]
The repair company ( saw ) suddenly has no available appointments until NovemberThe same third party company that came out a few other times to repair the table unsuccessfully taking nearly months to get a replacementThe items in questionLoves eat, ottoman table, and dining chair remain in disarrayI have had made several calls to Ashly and this remains up in the air when repairs will be completedI want a replacement for the other itemsOver $12,has been spent on poorly manufactured furniture and the repair crew the have sent out are lacking in skill and our whole summer ruined waiting for Ashley to resolveWorst customer service experience to say the least.
Regards,
Rafael M***

I am rejecting this response because: ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORDIT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAIDI HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEMI WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/AND SOMEONE WILL CALL ME BACKBUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME. ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLEI WANT MY SOFA REPLACED NOW!!!!

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 met with Rod, the store manager, on Sunday at 1pm He made an offer to replace our purchase with any item not on sale by 50% off He also would include the warranty for free.I then showed step by step why the warranty was bogus The more I showed him The more I realized that he did not know anything about the warranty's limitations.He then offered a letter stating that he would back the warranty 100% To this I stated again that the warranty did not cover anything.He then asked for an example I stated that if you vomit the warranty is void He tried to get his manager to state that it covered vomit But his manager said she did not know I said here is the warranty Read it for yourself He then said I will cancel your contract if that is what you want I said yes, thank you He then said, "I need to check with corporate office before I can do that You will here from me in hours." So by July 1st I should hear back I am almost sure he will not cancel the contract given his previous reputation
Regards,
*** ***

I paid for the furniture on August 4,It had to be shipped to Ashley Furniture Store in Richmond, Virginia from Fredericksburgh, VirginiaI picked it up from Ashley Furniture on August 8, not the distribution centerIt was strapped down on the back of a pickup truck not a moving van as they statedThe sales representative at the Ashley store asked me to sign stating that I received the furnitureHe never said sign that I received it in good conditionIt was raining that day so the boxes were never opened until we got to North CarolinaI made contact with them thesame day I picked it upThen I got a call back from customer service representative ***, I was asked to send picturesOn August 13, *** stated that the furniture would be replacedI then asked her if it could be shipped to North Carolina and she said that she would have to ask her general managerShe didn’t call me back until August 18, and that’s when it went from replacing the furniture to sending two drawersI guess by me asking them to ship it to North Carolina is when everything changedAll I want is what I paid for and nothing more

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,
*** *** We are still waiting to resolve our warranty issue with AshleyToday *** from Ashley inform me that I have to work with ***( Extended Warranty Company)They were working with us and as per *** she was about to order the part and now she change the courseI am not sure you can be any help? I may have to file a complaint against *** Extended Warranty Company)

Spoke to guest The other sale was under a different name bu we have scheduled it for delivery The store gave the guest a drawer but they are having issues getting it to close I am having service call to schedule The store also gave the guest a $gift card due to the
issues I will follow up with the guest on the delivery and service

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 have not been contacted for delivery, so I am unaware of this 4/delivery dateWe cannot take off work to be home for delivery and 4/is a FridayWe will not be homeIf we had been contacted to schedule delivery, we could have agreed upon a dateI am agreeing upon delivery, but not when we will not be homeI would prefer to not close this case until we actually receive the part that we have been promised since December 2014. Regards,*** ***

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionI can confirm the consumer did receive a partial delivery on 8/25/of all available itemsThe consumer has since been contacted in regards to the remaining items to be
delivered and is currently on schedule for delivery on 8/to receive delivery of all undelivered items to complete the orderWe are confident all concerns will be resolved in full at that timePlease feel free to advise if I may be of any additional assistance to the consumer. Sincerely,Deannie F*
*

We have delivered the guest furniture but the headboard was missing legs. We have reordered and are delivering on 3/11. I have left a message to apologize for the inconveniences and to made sure we are resolving all the issues

Ashley Furniture DID NOT review we us the mattress high with the bed frame we selectedWe also were not informed of the additional protection plan added to the purchaseAll they supplied to you was my receiptsThe check list was filled out the them, I did not fill this out!
Thanks,
*** ***

Good Morning, Thank you for bringing this guest to our attentionI do apologize, however, after much investigation we were unable to locate the consumer in our data base with the information providedPlease have the consumer confirm the information and name on the original invoiceWe
have attempted to contact the guest for additional information, however, we have not had success in doing so, nor does the guest have a voicemail set up so that we may provide our information to receive a return call.Your assistance to the matter is greatly appreciated.Regards,Deannie F*

To Whom It May Concern:I am sorry that you did not have an ideal delivery experience. It is our goal to resolve your concerns. At this point, I understand that the customer has received the delivery and in an effort to acknowledge the difficulties with the delivery we will
be refunding the $delivery charge. Thank you for bringing this matter to my attention

To whom it may concern,
We are very empathetic with your experience and the issues that have occurredEven though the representative you spoke with was correct in saying that we do not accept the return of any merchandise after the acceptance of delivery (this is in accordance with our
Terms and Conditions), we have reviewed your account with the management team in the hopes of making an exception, and are indeed prepared to offer you a reselection for the Trundle Underbed Storage (SKU# B131-60)We are in the works of submitting the necessary paperwork on our end to make this possible for you and will be reaching out to you when the credit is available at the store for you to select the chest you desire in place of the storage unitThank you for your time and have a wonderful day

[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.]
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: ***
Regards,
*** ***

Good Afternoon,We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attentionUpon further review of the consumers request, new merchandise was ordered for preparation of an exchange in lou of repairsThe consumer has been advised that all items
are in and ready to be exchanged at his earliest convenienceHowever, the consumer has since advised that he has purchased additional merchandise not related to Ashley Furniture and will not allow for the exchange to be scheduledAt this time the consumer is solely requesting a refund, whereas he was advised we have made every attempt to address his merchandise concerns in home and would not be moving forward with a refund at this timeWe are pleased to exchange the merchandise as per the original request by the consumer to do so Best Regards,Deannie ***

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 contacted the consumer and is currently working towards addressing their concernsAt this time we do have the consumer
on schedule for a service technician to inspect the merchandise on 10/08/We will update accordingly after the upcoming inspection is completed.Best Regards,*** ***

To Whom It May Concern:
Thank you for bringing your concern to the attention of Ashley Furniture HomeStore. The product that you purchased is no longer eligible for the limited one year warranty. The protection plan that you purchased is working on
a solution and ultimately looking to replace your entire rails and slats. These items are currently not in stock and Ashley Furniture HomeStore is looking on receiving them by the end of the month. Once they arrive to our distribution center, our order fulfillment department will contact you to arrange the exchange. Thank you for being a valued Ashley Furniture HomeStore.
Have a great day,
***

Spoke to guest We are going to send service to look at the bench to repair I will follow up after the service

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
Ashley Furniture will not compromise on a delivery/pickup time. Please see attached to fully understand the situation and my frustration.I am almost to the point where I just want my money back and to cut all ties with this lackluster organization. There needs to be some sort of compromise on their part
Regards,
*** ***

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionI have spoken to the consumer and advised that while she would be responsible for a restocking fee should she want cancel her order, we would also waives all fees should
she allot for store creditThe offer for store credit was extended upon the consumers advisement that they have since purchased merchandise from an alternative company and no longer had a need for the merchandiseThe consumer purchased on 8/30/and advised the first request to cancel was four days after purchase, whereas she was advised of our no cancellation policy as all merchandise is ordered specifically for the consumer at the point of saleIn regards to the cancellation request, we were and remain with in our estimated time to deliver, however, as per the customers advisement will not be allotted the opportunity to fulfill our servicesI do apologize, however, the consumer would remain responsible for fees incurred to cancel the order at this time. Please feel free to advise if you have any additional questions or concerns in regards to this consumer. Sincerely,Deannie F*