Ashley Furniture Homestores

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

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 concernsRegards,
Deannie F*

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,
*** ***

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*

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,
*** ***
I do not accept the offerI feel I(we) the consumer was miss lead about the comfort factor of the furnitureIt was sold to us as depicted on the showroom floorThe comfort issue was NEVER discussed with us during the purchasing of the sofaWe will not negotiate the 30% restocking feeI have now counter offered the deposit fee for any type of monetary fee that Ashley wants to charge usPlease note that we are returning the entire purchase which is the sofa and lampsThe lamps were purchased to complement the sofa I have spoken to *** *** at Ashley regarding this matter 6/25/Thank you

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,
*** *** September 8,
As per my previous response, I was told by customer service rep*** *** on August 13, that the two piecies of furniture would be replacedShe was suppose to see if it could be deliveredBy the time I heard from Mrs*** again it was changed to replacing two drawersSo I would like to know why I was lied to from the beginning? Is it because I transported the furniture to North Carolina? What about when it was transported from Fredericksburg distribution center to Ashley Furniture Store in Richmond, VA? Also there is a hole in the back of the chest dresser, but the box that it was in does not have a hole in itCan you explain this to me?

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.]
We do not accept the offerAshley furniture contacted us a week ago acknowledging that they, meaning Customer Service department, received our documentation which was send on the same day as the delivery of the mattress on August the 9th Customer Service said that all they could offer us was a dollar store credit. My response was since I no longer plan to do business in the future with Ashley furniture due to the way they handled my complaint, that dollar store credit that they offered was unacceptable and will do me no good. I informed them that it was not equitable to the damage that was done to the mattress. Then Ashley Furniture ask me what was it that I wanted to see done about the situation. I told them I wanted replacement of my mattress. The customer service representative said she was planning to talk to her manager and get back with me. As of this date they have not gotten back with me
*** *** *** ***
Regards,
*** ***

[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: [email protected] they did contact me and were very nice They are mailing one out to me at no charge and they do not want the old back.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.An inspection isn't going to resolve our situationWe need to have the mattress replaced, not just inspectedAlso, to look at the mattress there wouldn't be anything to see wrong with itYou would have to feel the difference alongside another mattress of the same modelI was at one time willing to take ours to the store and put it against the floor model to compare the twoI'm not going to do that nowI have had enough of thisI even had the manager of the store come out at one time to test itHe said he didn't think there was much of a differenceThis mattress we have is much firmer than the floor model and is NOT ultra plushOther than a replacement of the mattress with a new same exact model as we purchased, delivered and this one in our home now removed, or a total refund of our money
Regards,
*** ***

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced. Our goal is to delight our customers and in your circumstance we have sent out a specialist who determined that the product is up to manufacturing
standards. Under the terms and conditions, your product would not be eligible for a return as their is no manufacture defect presentThank you,
Melanie

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 issue at hand with Ashley is the deliberate misleading of their customers with incorrect statements such as, "buy the extended warranty as ALL defects are covered". My wife and I both repeatedly asked the sales lady if the sofa was damaged by my young kids would this be covered and we were told, "everything is covered - no exceptions". Whether the warranty company is owned by Ashley or not is irrelevant since if we had been told, "read the warranty and here are the exclusions" I would never have purchased the warranty
Regards,
*** ***

Left message with guest to discuss

I have tried to contact the guest again on this one. We have received a Credit card dispute on this one and we are not going to fight the dispute. I just can't reach the guest to let them know that. We have canceled the sale

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.We have contacted the consumer to further address her concerns and offer alternative solutions for resolutionThe consumer was
offered to reselect on her sofa, loveseat and rocker reclinerThe consumer was pleased with the offer and has advised they will be reselecting with in two weeksWe are confident we will be able to resolve all concerns in full with the resolution offeredPlease feel free to contact me if I can be of any further assistance
Best Regards,
Deannie ***

The experience at Ashley Furniture started out greatWe walked in, were greeted and left to shop for a new couchWe informed the salesman of our selection and purchased itHe told us we would receive our couch in days and it looked like everything was in stockSo the days roll around and still no call about deliveryI called and I was informed the delivery will be in yet another weeks atleastThis wouldn't be such a big deal except almost every review on *** said the same thing that happened to usWe were lied to along with many other people in the areaCustomer service is awful...Ashley Furniture you should be ashamed

To whom it may concern: Please update our complaint file as closed with a satisfactory resolution We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service provided by
Ashley Furniture staff, which is owned by Trivett's Furniture The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/ourselves at the warehouse in an effort to resolve the issue We now have in our possession the complete set, minus of the pillows promised, but the sofa was the biggest concern, which has now been resolved With this being said, please close this case with a satisfactory outcome by the consumer Trivett's was able to provide outstanding customer service and customer service recovery Thank you to the Revdex.com for your assistance in resolving this matter. Sincerely,*** ***To whom it may concern: Please update our complaint file as closed with a satisfactory resolution. We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service provided by Ashley Furniture staff, which is owned by Trivett's Furniture. The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue. An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/ourselves at the warehouse in an effort to resolve the issue. We now have in our possession the complete set, minus of the pillows promised, but the sofa was the biggest concern, which has now been resolved. With this being said, please close this case with a satisfactory outcome by the consumer. Trivett's was able to provide outstanding customer service and customer service recovery. Thank you to the Revdex.com for your assistance in resolving this matter. Sincerely, William Whitby

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionI am pleased to advise all concerns for this consumer have been resolved in full, The consumer was extended the offer to refund the adjustable base in full and accepted
said offerThe item was picked up on 12/21/and the refund was processed shortly thereafter. Please advise if we may be of any additional assistance to the consumer in ensuring all concerns have been fully addressed to their satisfaction as advised.Sincreley,Deannie F*

Spoke to the guest. I apologized for any inconvenince we may have caused with the way we handled the credit app. We do make a copy of the driver's license and the name of the major credit card and the expiration date of the card is required to be written on the app. I did apologize
that we took the credit card out of she sight to write the issuers name and exiration date The finance company that they were applying with was TD Financing. I explained to the guest, that we can't see anything that the finance rep sees when they run the credit, so I can't answer for anything he was telling her. I did offer to give her TD's number to call if she wanted to discuss it further with them. She declined. I also explained that with TD we normally mail the original app back to them, but in her case I would shred it or she could come to the store and pick it up. She ask that I shred it

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize the consumer remains displeased with our assessments of the merchandisePlease allow me to provide further details to correlate with the consumers
claimOn 7/15/the consumer did reach out to our customer care department to express her concerns she was experiencing with her purchaseThe consumer advised the cushions were fraying and required repairPictures were reviewed by our customer care department and were deemed to be self inflicted due to the nature and positioning of the frayed merchandiseThe consumer was advised while we could not speculate as to how the damage incurred, we did feel the damage may have incurred by something rubbing the fabric when sitting on itNo other damage was visible with the exception of the frayed marks on the seat deck which would correlate to our findingsThe consumer was dissatisfied with the response and this was escalated with in our company for additional reviewAll claims brought forth were reevaluated at the consumers request. Ultimately the damage was deemed to be caused by misuse of the merchandise and consumer was advised service would declined at this time.Pictures are furnishable upon requestPlease feel free to reach out to me should you have any further questions in regards to the information provided.Best Regards,*** ***?