Ashley Furniture Homestores

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,*** ***

Our system shows that the customer was refunded on August 22nd, 2014. The customer should see that reflected on the upcoming statement from the financing company. If the customer needs any additional assistance, they can contact ** at ###-###-####. Thank you, *** ***Ashley Furniture Home Store ###-###-#### Ext. ***

Good Morning, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionWe would like to formally apologize for any inconveniences the consumer may have experienced in addressing their merchandise concernsAt this time we are currently
diligently working to provide a satisfactory resolution to the consumer so that they may enjoy their sofa to the fullest extentThe consumer has been in contact with a customer care supervisor to discuss and coordinate a pick up for factory repairs of the unit to be completed in shopRepairs have been completed and the consumer is currently on schedule for re-delivery of the unit tomorrow, 9/29/We are confident the consumer will be pleased with the repairs made and resolution will rendered in full at that timePlease advise if we may be of any additional assistance to the consumer as it is our mission to ensure we not only meet, but exceed our guests expectations. Best Regards, Deannie F*

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.The warranty information that was sent to me does not match what I was told when making my purchase. I was told by the store manager and by the sales associate that if I purchased this mattress that it would be replaced free of charge for sagging anywhere in the mattress including the edges. While I was deciding to purchase the mattress I ask several questions. I even sit on the edges and asked "So what about the edge of the mattress where you get in and out of bed?" The response was "Yes, it is covered". I see in the "limited" warranty where that isn't the case. I also asked "So if ten years down the road this mattress started sinking in the middle it would be replaced free of charge?" The response was "Yes". I see in the "limited" warranty where that isn't the case. I made the remark "I am just making sure because I do not want to pay that kind of money for a mattress that I have to replace in a few years". The response was "Well, you will be very satisfied because you get what you pay for and with this mattress you will not have to replace it in a few years and the cheaper ones you will". Again, not according to the "limited" warranty. I just want what was promised to me when I was making the purchase and the warranty that was emailed to me does not stand up to what I was told by Ashley Furniture's store manager and store associate. My last statement to the store manager, after making the purchase was I would like to get my warranty information for the mattress. The response was "Oh that will come with your mattress upon delivery". I said "I don't like that idea, I would like to get something now". He said, very frustrated "Well, I don't have anything now. It will come with your delivery". I said "As long as it does and you know what? I know that you are frustrated but I am $frustrated". He said "I am not frustrated with you I am frustrated at my sales associate, it is not like her to make these kind of mistakes"I walked off and exited the store. He was in reference to all the things that his sales associate had told me during my three hour shopping time in the store that I caught her in that was either not true or a mistake.If you do not know what you are selling to a customer then you should not make promises that you cannot keep. When I ask my questions they should have said ....I don't know or I will find out or told me what the warranty actually stated but don't tell me what you THINK that I want to hear to make a sale. I can assure you that if you would have told me the truth about your warranty coverage I would have NEVER paid $for that mattress! I would have purchased a mattress in the $to $range or maybe even less!Regards,*** ***

Revdex.com:
This is all just ridiculousA claim and pictures were sent to Stephanie on the date of the last delivery immediately after the damage occurred.
As far as the credit card fraud issue, I personally told Miss F* about it in our first encounter and she got offended that I even mentioned itBut, most of my dealings for the fraud issues were with the sales manager at the Ashley store, Ron C***I've also mentioned it to Stephanie and Robin while calling about other issuesIncluding the delivery men missing delivery and lying about waiting the appropriate for me to return their callWhich I also proved they did not by sending my call history to Robin.
I am fed upPlain and simpleI want compensation for my time and grief, or I want my money backAs well as information on the supposed investigation of my credit information being stolenThe attorney general and the authorities are my next step as well as seeking counsel from an attorney
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,
*** ***

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. Although I did finally get a date confirmed for the delivery of the replacement part it was a challenge to get that doneAshley never called me and tried to set up an appointment with a real person rather they had and automated system call me and tell me when I was going to receive my furnitureAs both adults work in our house this doesn't work for us and after the ordeal this as been I would've thought Ashley would've made an attempt to contact me with a real personAfter refusing the automated system or a couple days finally a real person contacted us and we agree to the date they sent Revdex.com of Central Indiana When the replacement piece did finally arrive it wasn't even the right piece but rather a whole new reclinerThe problem with this was that it was a recliner of the wrong color and wrong designI was informed by the delivery driver that he would file paper work saying it was the wrong piece he also said that I needed to call Ashley and inform Ashley that I receive the wrong pieceSo now once again I am waiting to receive the correct item from AshleyMy question to everyone involved in this situation is at what point in time can I get my agreement with Ashley revoked and move onAs I stated in my first claim I agreed to pay $dollars for years of warranty so if this is how much I am going to have to work every time to get something accomplished then is isn't worth it to meAt this point in time I have countless hours of trying to get this issue resolved and at no point in time has Ashley tried to make that right with meRegards,*** ***

Spoke with SherryThe business went to the customer’s home on the 4th to take pictures and see the mattressThe information would have been sent to the manufacture on the 7th, which would have been the
next business dayThese things normally take up to weeks but whenever the business hears from them they will let us and the customer knowThe customer may receive that information directly as well

I tried to call the guest to discuss the issues and to see if we could resolve I couldn't leave a message I will update once I speak with the guest

Good Afternoon,
Please allow me to provide additional update on the consumerThe consumer receieved delivery of the correct merchandise on 2/10/Imperfctions were found on the unit and parts were placed on order and shippe to the consumer on 2/16/Our customer care department spoke to the consumer and placed on schedule for a service technician to install on 3/15/We are confident all merchandise concerns will be resolved in full on the aforementioned service date
In regards to the home damage, it is unclear as to which delivery date the consumer is correlating this back toWe would need additional clarification as to which delivery this occured on as we do have multiple delivery companies completing our deliveriesWe would also reques pictures of the dmage for review
In regards to the credit card fraud claim, this has not been brought to attention and we request further information n the consumers concern with the credit card
Best Regards,
Deannie F*

Good Afternoon,
We here at Ashley Furniture Homestore would like to thankyou for bringing this consumers concerns to our attentionWhile we do empathize with the consumer's concerns, we do not believe by any means the bed bug infestation she is experiencing is directly
correlated to her purchase from our companyI spoke to the consumer on 6/26/14, the date the consumer brought forth the concern to our attentionI advised her that all merchandise is ordered new from the manufacture and delivered new to each of our consumers. I would also like the record to show the consumer received delivery of the merchandise in question on 3/20/and did not report any concerns of bed bugs until 6/26/During our conversation on 6/26/the consumer did not make any mention of the syptoms beginning after delivery or at any time soon afterI also advised the consumer that bed bugs have numerous means of transportation to your homeThey can enter via your bags, such as luggage or pursesThey can even make their way into someone’s clothingThey can make their home in furniture or even reside within the cracks of walls and holes in ceilingsThey can live and even thrive in boxesA simple visit to an infested place or home can result in the quick spread of bed bugs to a locationThey can navigate the pipes of large buildings and live thereThey can live comfortably in heating and cooling vents as wellWhen areas are treated, they’re adaptability allows them to quickly relocate to another untreated area with little difficultyPeople who may have a bed bug problem at their apartment complex or home can introduce their problem to a larger group of people using community laundry facilitiesThey can easily be transferred to bedding, linens, and clothing unknowingly
Again, I do empathize with the consumers situation, however, at this time based on the above information we can not accept liablity for bed bug infestationPlease feel free to reach out to me should you require any further information in regards to this consumers concerns
Best Regards

Good Morning, Please be advised that we have left messages for Ms*** to contact our offices so that we can finalize this situation on multiple occasions since Sept 17,2014.After numerous attempts from the Customer Care Management team to reach her we escalated the
situation to the VP of Customer Fulfillment.On Sept our VP Customer Fulfillment called Ms*** and left her a message including his personal cell phoneWe have not heard back from Ms*** until an email she sent us this morningAgain today MrRick S called Ms***, she did not answer and he left another message including his cell phone # ***We encourage that Ms*** contact MrS so that this matter can be resolvedThank you for your assistance, Elaine M VCustomer Care Manager

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,
*** ***

Guest has now received all the items. This is resolved

Good Afternoon, Thank you for bringing this consumers concerns to our attentionOur customer care department has been diligently working with the consumer in the efforts to resolve his concernsAn exchange attempt did take place on 10/26/16, whereas the consumer remained displeased with the
itemsAll items from the bedroom group (excluding bedding) were returned on the aforementioned delivery date and the consumer was offered a refund at that timeThe consumer was contacted on 11/2/to advise funds have been returned to his *** account in the amount of $which is inclusive of his extended warranty purchased as well.Please advise if we may be of any additional assistance to the consumer at this time. Sincerely,Deannie F*

According to my system, the order was cancel yesterday and the money was refunded back to the guest credit card. I tried to call the guest to confirm but couldn't leave a message

I have left a message for the guest to discuss a resolution

To Whom It May Concern:
The position of Ashley Furniture HomeStores remains the sameThank you,
Melanie

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
Attached is an email chain going back to November 10thAs you can see, though we were told parts were ordered, we have NOT received themUntil we do, and they are properly installed, we cannot consider this situation resolvedTo be clear, we are NOT looking for monetary compensation in this matterWe would just like to have what we purchased
Regards,
*** ***

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionWe are pleased to confirm that all items were delivered on 8/6/and the consumers order was fulfilled to completionAll items were delivered in full and to the consumers
satisfactionWe do apologize for any inconveniences the consumer may have experienced in the delivery processWhile we do empathize with the consumers concerns of not being provided a more specific time frame for delivery, we do advise all consumers at time of purchase our delivery proceduresHowever, we do take great measures to ensure for a consumer friendly deliveryConsumers are given an estimated three hour window of delivery the day prior to delivery and a thirty minute driver call ahead. While we do take these measures to assist with a smooth delivery, all customers are advised that we do require that they be available for the duration of the delivery dayPlease advise if we may be of any additional assistance in addressing the consumers concerns Sincerely,Deannie F*

I spoke with the guest on 12/and opened a service. The service department has attempted times to contact the guest and he has not return there call. They closed the service. I left the guest a message on 12/and today