Ashley Furniture Homestores

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*

Good Afternoon, Thank you for bringing this to our attentionThe General Sales Manager spoke with the guest regarding her concerns on 10/29/The guest was in our showroom working with our sales team several weeks prior to receiving the complaintThe guest provided ID to our sales team
and submitted an application for financingIn speaking to the guest she did state she provided her ID and provided her personal information to the sales teamShe states she thought that an account would only be live if she made an actual purchaseIn turn she received her welcome kit in the mail from *** not fully understanding how the credit line was establishedShe stated she has since called *** and cancelled her accountWe sincerely apologize for any confusion in regards to the line of creditAll concerns are considered to be resolved in full at this timeThank you, Deannie F*

[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 resolved If the company does not perform as promised I can get back to you at: ***
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.Yes, my couch was fixed two weeks after I filed this complaint and months from my original damage claim date My original damage claim was reported after owning for months and clearly within the month manufacturers warranty I contined to contact the store where I was told they would submit another and another ER ticket(multiple times) and they did not know why I was not being helped Regards,*** ***

I have filed a prior complaint to which this complaint addresses further failuresIn sum I purchased furniture the delivery was botched and late and then arrive damaged and in poor condition (the dresser was broken, the mattress was used, the box springs had dog hair all over it, the corner was dented in and the sofa was nothing like the store sample I purchased)I complainedThey agreed to have a rep sit on the sofa in the store then come to my house and verify it was substandard an they would replace itThe rep arrived and simply stuffed a ton of padding into the sofa and leftNow it is even more lop-sided and awkward to use and in no way is what I purchasedThey also agreed the mattress was defective and tried to blame it on the manufacturer and agreed to replace it however when they arrived they only brought the box springs and it was the wrong brand they had delivered mine to someone else so they tried to go get it and replace mine with one they delivered elsewherewhen it arrived it was torn and dented also so I refused it and they agreed to send a new setThey arrived with the box springs only and forgot the mattressWhen we called they said they had no record of the mattress needing replaced and would contact the manufacturer to see what they could doI did not hear from them for over a week so I visited the store and talked to the general sales manager Kim and explained the issueShe promised to take my situation to the top and get it resolved and return my furniture as it was obviously a major failure on their partShe apologized however it has been days and no call from anyone at the companyNow I have a broken used mattress and a defective sofaThey blatantly committed fraud, lied multiple times to me, purposely and with malicious intent delivered substandard or incorrect items and purposely do not communicate with me to simply get me to accept the garbage they sold me. Because they lied about the warranty, lied about delivery dates, purposely and with malicious intent shipped substandard used furniture and because they have treated me very poorly by misleading me, lying to me, purposely holding my schedule hostage and by violating their own warranty guarantee the only resolution acceptable is for them to come and remove their defective, substandard, used furniture from my home and give me a complete refund of my moneyAdditionally I humbly ask the Revdex.com to review the hundreds of online complaints about the same issues I have with this fraudulent companyThey maliciously take advantage of people with a no refund policy that is maliciously hidden deep within a convoluted policy signed at the very end in rapid succession after they have your moneyConsidering the repeated consumer fraud violations I cannot understand how such a deceptive company is still in businessPlease investigate and forward to the state for sanctions accordingly

We just moved to the area from Florida, where over the years we had purchased every piece of furniture in our home from the Ashley Furniture stores in Jacksonville, FL When we got here, we purchased a dining room table from the Ashley in Manassas, VA Needless to say after that month long journey and a table that isn't put together all the way, I will never purchase a single thing from Ashley furniture again They have nothing but negative reviews and ratings everywhere so it was not an isolated incident Furthermore, their employees do not know what they are doing and you can only get somewhat correct information from calling the corporate office

I have left a message for the guest to resolve the issues

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore, please allow me to apologize to the consumer for any inconveniences experienced in the delivery of their merchandiseWe do understand the
consumers concerns and are doing all within our power to assist the consumer in addressing their concerns in a proficient and professional mannerThe consumer did receive delivery on 2/22/and advised of damage to the unit after further inspectionThe consumer was advised at that time that are procedures outlined in our terms and conditions would be to move forward with repairs in home as the consumer did accept and have possession of the merchandise. We are confident that factory repairs done in home are the most efficient manner to address the consumers concerns to a 100% satisfaction ratio of delivered productOn 3/parts were placed on order in preparation to complete repairs, and after further discussion with the consumer on 3/repairs were agreed upon and have since been scheduled for 3/17/While we are truly confident we will be able to fully satisfy all concerns for the consumer at this time, we are certainly willing and able to revisit alternative options for resolve should the consumer not be satisfied with the repairsIn regards to the complaint received to our office, we have left messages with the consumer today, 3/15/to ensure the consumer has no additional questions or concerns regarding their upcoming servicePlease feel free to contact us should the consumer need any additional assistance prior to the completion of the repairs.Sincerely,Deannie F*

Revdex.com spoke with *** from the company and she stated that the consumer signed a contract with them that stated no cancellations or refundsThey do charge a 30% restocking fee that the waived for this consumer and offered a store creditThe delivery was not made and they cannot refund for a
change of mind purchaseThey have not heard back from the consumer regarding the offers

[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,*** ***

The exchange of the tables are now scheduled for 3/21. Will follow up with the guest after the exchange

Good Morning,I have taken the liberty of reviewing the consumers accountWe do apologize that we are unable to come to an amicable resolution in regards to addressing the consumers concernsI have found in my review that while were prepared to address all consumers immediately upon the refused
delivery, we have unable to come to an amicable agreement with all parties to date. In that regard, we will be extending the offer to cancel the order in full. A refund will be issued to the consumer *** account today in the amount of $*** All concerns for this consumer will be considered to be resolved in full by the end of business todayPlease advise if any additional steps need to be taken at this time or if we may be of any additional assistance in addressing the consumers concerns.Regards,Deannie F*

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers cocnerns to our attentionPlease allow me to apologize on behalf of Ashley Furniture Homestore for any inconveiences the consumer may have expereinced in
the receipt of their items. In regards tot he compensation the consumer received I can assure all parties Ashley Furniture sent the gift card out of good faith in an effort to apologize for the consumers inconveniencesWe do sincerely apologize the consumer was displeased with the offer as we had all intentions of sending as an apology for the experienceIn regards to the refund of the delivery fee or the pick up of the merchnadisePer the consumers details of the complaint, the item was ultimatley delivered in full and in good conditionIn that regard the consumer has advised that all services have been rendered in full and the concern at this time solely lies with the displeasure of the compensation offeredWe at this time believe that the compensation offered was of significant value and stand behind our intial decision to do soPLease feel fre to contct me should you have any additional questions or concerns in regards to this consumer.
Best Regards,
Deannie F*

We have delivered the guest furniture and refund the delivery fee for the delay

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI have spoken to the consumer and advised that we will be moving forward with crediting her for the undelivered merchandise per
her requestPlease feel free to contact me if I can be of any additional assistance.
Best Regards,
*** ***

I have emailed the accounting department for the status of the refund I tried to call the guest, but I couldn't leave a message

Good Afternoon,
We do apologize that the consumer finds our offer unsatisfactoryWe do fully stand behind all avenues taken to address the consumers concerns, however, we will be unable to offer a refund at this timePlease keep in mind our original advisement to the consumer and to the Revdex.com was that we were not in aggreeance with the consumer regarding the mattressAll parties were advised that not only could we support our statement that the consumer received a brand new mattress in perfect condition from the manufacture, but, we could also provide documentation from the manufacture advising of suchWe also supplied the consumer with documentation from the manufacture advising the "sample" tag did not void any warranties, offered no difference in quality and was shipped directly to us for the consumerAt this time we will be considering the matter closed as we are confident we have made all reasonable and fair efforts to address the consumers concerns to their satisfaction.
Please advise if we may be of any additional assistanceSincerely,
Deannie F*

c
I am rejecting this response because:
This is NOT "working with the customer"! Making us pay 40% of a bed that you are fully admitting had a factory change and is NOT the original bed that we ordered is disgraceful! Paying 40% of the bed is the original return policy for someone who has just decided that they do not like their purchaseThis is NOT the case hereI will repeat: there WAS a factory change, which you HAVE admitted to; this is NOT the original bed we ordered, ASHLEY must hold up to their "high" customer service standards and provide a FULL 100% store credit for THEIR mistakeIf we were notified of this change PRIOR to delivery we would never have accepted it! This is not a case of a "customer's personal preference" but of Ashley Furniture trying to swindle a customer into paying for a very expensive bed that is not what they orderedWe are not even askig for money back, just a 100% store creditIf this does not happen, we will take legal action.c

Spoke to the guest. We have canceled the order and refunded her money. This is resolved

Good Morning,
I have taken the liberty of reviewing the consumers accountWe do apologize that we are unable to come to an amicable resolution in regards to addressing the consumers concernsI have found in my review that while were prepared to address all consumers immediately upon the
refused delivery, we have unable to come to an amicable agreement with all parties to date. In that regard, we will be extending the offer to cancel the order in full. A refund will be issued to the consumer *** account today in the amount of $*** All concerns for this consumer will be considered to be resolved in full by the end of business todayPlease advise if any additional steps need to be taken at this time or if we may be of any additional assistance in addressing the consumers concernsRegards,
Deannie F*