Ashley Furniture Homestores

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,
*** ***

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

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
As I have documented in my messages after several attempts to resolve this issue the lady in Richmond would not even take my calls, she would relay messeges through the store manager, as if hiding from meI was told that my cancelation could be done but a 30% restocking fee would be applied, I told them that it was an unacceptable solutionRestocking fee for "unmade furtinture", when I initially tried to cancel the order, our order was not even in their system, that to me implys that the furniture was not even started to be made, That is why the store mangers are instructed to tell all customers to wait three days before cancelling orders that way "restocking fees" can be appliedI call this "money for nothing" or in other words "Highway Robbery", it is amazing the degree of greed that this furniture company is displaying I would like to see documentation that the furniture was ready and available by the second day when we tried to cancel the order, I highly doubt that because according to the store all furniture is made to orderFurthermore, we did not have a change of mind, we had a change of circumstances, which is different.
I would submit to you to *** "Ashley Furniture Complaints" and see how this company is robbing the public
Regards,
*** ***

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*

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,*** ***

I have spoken with Ms***. She is find with the repair. We have ordered the parts and they are shipping to the guest. Once they receive them we will come out an install. The manufacturer's warranty is for repair only if we can get parts

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. ***

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,*** ***

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 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,
*** ***
The post delivery customer service person was supposed to order the replacement furniture back in May. Ashley Furniture will not give me any information on this reorder. I can not communicate with this company. This complaint does not need to be closed

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
We had asked for our delivery fee back ($139.99) as they are well past their promised delivery dateThe sales associate offered a $gift card to the storeFirst, we won't be shopping with them ever again and second if we did choose to take the gift card what is $going to do? I understand we were given an estimated date and this wouldn't be such a problem if they would have been professional from the start and returned our calls when they said they wouldWe are not the only customers they have treated this way*** are several links showing how they treat their customers: ***
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Regards,*** ***

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

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, 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

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,
*** ***

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

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

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