Ashley Furniture Homestores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,

Thank you for reaching out to us with Mr [redacted] couch, Ihave reviewed his concerns and I’m going to research to see if we have otheroptions. I appreciate how frustrating this situation can be and we arecommitted to resolving Mr [redacted]’s issue. He can expect a call from my office before...

WednesdayMarch 18, 2015

I am rejecting this response because:
I don't want to close the complaint yet because Ashley...

hasn't made the effort to contact us directly and resolve the issue.  I'm wary that if I accept their response now, after several days there still won't be a resolution.  I want them to deliver our item now or if not, give us back our money with the insurance portion amount.Thank you.

Good Afternoon,
We here at Ashley Hometore would like to thank you for bringing this consumers concerns to our attention.  On behalf of Ashley Homestore please allow me to express our sincerest apologies to the consumer for their most recent experience in regards to the delay...

of merchandise. I can certainly understand the frustration the guest may have experienced in awaiting the arrival of their purchase in full. In regards to the delay while we do understand and empathize with the consumer we must advise that the chair required to fulfill their order did experience a true manufacture delay and all information provided was clear and accurate to our knowledge as we are solely a distributor and all merchandise is order from the manufacture for the consumer at the time of sale. In that regard while we do all within our power to provide accurate time frames for merchandise arrivals, merchandise can be delayed at a manufacture level due to supply and demand of the product. I am however pleased to advise at this time that all concerns for this guest have been resolved in full. A partial delivery was completed for the consumer on 12/21/16 of all items purchased with the exception of the chair;. The the remaining chair was successfully delivered on 1/7/17 to the consumers satisfaction. All services have have been rendered in full and all goods purchased have been delivered to the satisfaction of the consumer. Please advise if any additional steps or measures are required to be taken at this time to ensure 100% guest satisfaction.
Sincerely,
Deannie F[redacted]

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow for me to apologize to the consumer for any inconvenience experienced with their new purchase. Our...

customer care department has been working with the consumer diligently to address their concerns as it is our mission to ensure 100% service and merchandise quality satisfaction. In most recent events the consumer was offered a reselection of items purchased due to the nature of the concerns experienced. The consumer advised to be a satisfactory resolution and has since chosen new items on 11/3. The consumer requested as well a refund of any difference of amounts paid for the reselection and the consumer has been approved for a refund in total of $700. New items are currently on order for the consumer and an exchange will be scheduled upon the receipt of the items to our distribution center. Please advise if their are any additional measures that we may take in the interim to ensure the consumers concerns are being addressed to the highest extent. 
Sincerely,
Deannie F[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,
[redacted] this is a second complain about his company, I haven't received any phone calls or any correspondents and it's beyond the 5 days that the requested was sent in by their own assessment personnel. Again not standing behind service warranty and product, no professionalism, poor product and lack of training and customer care. Please see below. Dear Protection Plan Customer: Following your service appointment, our professional technician has provided us with a report on the inspection/service performed. We will process the report within the next 5 business days and notify you of any additional service steps, if applicable. Sincerely, Customer Service Center *Please add [redacted] to your safe sender list or address book. **Please do not reply to this message. Replies to this automated notification are routed to an unmonitored mailbox and cannot be delivered. For more information about your claim, please have your Claim ID available and log in to [redacted]. We value our customers and respect their privacy. To view our privacy and security policy, go to www.montagefs.com. To update your subscription status or unsubscribe, send an email to [redacted] Protection Plan Service Center [redacted] 09/30/2014 [redacted] Dear [redacted] After reviewing your protection plan claim, we have authorized replacement of the following item(s): Dining Table We have requested that your retailer order the replacement item. Your retailer will contact you when your item is available. Your furniture retailer will also require the damaged furniture back when you receive your new furniture. Please note that your coverage for the replaced item(s) ends upon receipt of your replacement item. Any item(s) not replaced will continue under the terms and conditions of this protection plan. The re-selected furniture will not be eligible for coverage under your prior protection plan. However, you may purchase a new plan to protect your new furniture from the retailer. You may check the status of your claim any time at our secure web site, [redacted] You also may contact us at the phone number listed below with questions. Please have your Claim ID available when you contact us. Sincerely, Customer Service Center [redacted] Claim ID: [redacted]

We have resolved the remaining issue by refunding Customer's delivery fee.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Each time I called Ashley Furniture a manager was not available to discuss the issue.1.  The delivery charges should have been waived due to the delay.2.  No apology was given when I called. What I was told was, "no refund" even though they held up my delivery.3.  Manager stated when I called: we gave an estimate of 2-3 weeks but it can take longer. Why not be honest with the consumer and "just say it will be 4-6 weeks or 6-8 weeks"? I'll say it again the manager could care less about my merchandise and stated "there is nothing we can do".4.  Why tell the consumer the products are in but in reality they are not?I don't appreciate being lied to or given the runaround because the manager doesn't want to deal with an issue. Very disappointed in Ashley Furniture and maybe I went to the wrong location. Going forward, I have to tell others not to go to Ashley Furniture. If you want good furniture go to [redacted] or [redacted]'s never change up a good thing. A mistake I have learned.
Regards,
[redacted]

Good Morning,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address her merchandise concerns. We did as the...

consumer advised addressed her original concern with the middle cushion with parts ordered and installed. The repair did resolve the original concern of the merchandise being repaired. However, the consumer did express a secondary concern of the die lot differing from the original cushions in her home. While we must advise that the manufacture does not guarantee die lot, we can certainly empathize with the consumers concerns. The consumer was advised two additional cushions and  casings were ordered for the sofa, as well as all cushions and casings were ordered for the loveseat as well. While there was no confirmed damage for any of the parts placed on order, we felt it was in the best interest of the consumer to replace all to improve the likelihood of a die match of all pieces in her home.  The consumer is currently on schedule for a service technician to install all parts ordered on 3/1/16. We are confident all concerns will be resolved in full at that time. Please advise if we can be of any additional assistance in resolving the consumers concerns. 
Best Regards,
Deannie [redacted]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer has experienced.  The contact between [redacted] and the consumer explains the terms and conditions of the sale.  At this point, we have written up an exchange and would like to...

exchange the item per the agreement and the consumer is not willing to take the delivery.  Please have the customer contact our customer care team to schedule the delivery. Thank you, Melanie###-###-####

Good Morning,We here at Ashley Furniture Homestore Would like to thank you for bringing this consumers concerns to our attention. Please allow me to apologize for any inconveniences the merchandise delay may have caused the consumer. However, all consumers are advised at the time of...

purchase via our terms and conditions merchandise is ordered directly from the manufacture and delivery availability is an estimated date at the manufacture's advisement. Upon further investigation I have found all items currently in stock and the consumer has been scheduled for delivery for 04/14/2015. Please feel free to reach out to me should you have any further questions in regards to this consumer. Best Regards,[redacted]

Spoke with guest.  Scheduled the delivery for 8/7 and I submitted a refund request to refund the delivery fee of $69.99 for the delay.

To Whom It May Concern:Thank you for contacting Ashley Furniture HomeStore.  Our goal is to delight our customers and we offer several opportunities to our consumers to ensure that they are satisfied with our products.  As the largest furniture manufacture in the United States, we cannot...

have every item displayed in our showrooms.  We provide our customers the opportunity to cancel the product anytime prior to the drive team leaving the customers home.  At every delivery, our drive team contacts our dispatch group and has the customer ensure that they are happy with their product.  During this check out process, our dispatch group speaks to the individual accepting the product and once they confirm that the customer is happy with their products, the customers sign the delivery receipt and the delivery team is released from that stop. At that point, the product is now the consumers.  Since our goal is to delight our customers, we have offered this customer something outside of the terms and conditions of our sale (please see attachment).  Our Customer Care team offered this customer the opportunity to reselect new product in our showroom.  With this option we require the customer to purchase in stock products, and to pay a handling fee of $199.99 and a redelivery fee.  This particular customer was not happy with that option.  This option would need to be resolved within 3 days from the original delivery date and the customer would have to return the product in their home in the same condition in which we originally delivered it.Ashley Furniture HomeStore is committed to delighting our customers.  We would love the opportunity to coordinate a meeting between the consumer and the showroom.  Please let me know if there is a particular time that would work out well.   Have a great day, Melanie[redacted] Ext. [redacted]

To Whom It May Concern: As previously stated, this customer's concern would be resolved through the customers protection plan.  As a courtesy, Ashley Furniture HomeStore covered the cost of the parts to repair the customer's concern.  If the customer would like additional assistance with the protection plan company, please have him contact our customer care team at ###-###-####. Thank you, Melanie

We have delivered to the guest.  I have left a message to confirm that the delivery was made with out issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  on the condition that the furniture is actually delivered on Saturday.
Regards,
[redacted]

Good Afternoon,Thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in their recent delivery, I am, however, pleased to advise corrections have been made and the...

consumer is currently on schedule for re-delivery of the corrected mattress today, 4/5/17. We are confident all concerns for the consumer will be resolved in full by end of business today.Please advise if we may be of any additional assistance in ensuring the consumer is 100% satisfied with the resolution provided to address their concerns.Sincerely,Deannie F[redacted]

To Whom It May Concern:
Thank you for choosing Ashley Furniture.  As previously addressed, we have sent out a Furniture Specialist and the smell that you are describing is the smell of a new product.  Ashley Furniture does not deem this concern as a manufacturing defect, therefore, the item is eligible for return.
Have a great day,
Melanie

To Whom It May Concern:The customer purchased a Sealy mattress from Ashley Furntiure.  After having the product in the home for about a month, she determined that the mattress was making too much noise.  As the servicing agent for the bedding manufacturer, we decided to send a...

Certified Specialist to determine if the mattress was defective.  The Specialist officially reported back that the mattress was up to manufacturing standards.  Since the customer was still not satisfied with the product we did offer her two different options.  The first option allowed the customer to reselect a new mattress with a 30 percent off discount off of the regular price of a new mattress.  With this option the customer could keep the mattress that she had as well as get a discount on the new purchase.  In this case a new delivery fee would need to be paid, unless the customer was able to pick up the new purchase.  The second option, which is what the customer chose was for Ashley to pick up the bed with the understanding that there is a 40 percent disposal fee.  The remaining 60 percent was to be used towards the reselection of a new mattress.  With this option, current sales promotions and bedding coupons are not applicable and the delivery fee is required. Please note that the customer was aware of these options prior to reselecting a new mattress.  We have these offers available for customers that are just not happy with the original bedding purchase.  In most cases we offer these options when customers state that they are not comfortable with the bedding that they chose.  As you may know, comfort is a subjective issue and not a manufacturing defect.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] suggested that I submit another claim when in fact an employee of Ashley Furniture, [redacted] submitted a second claim on my behalf along with the report from the technician detailing the damages;  the second claim was also DENIED.  Ms. [redacted] indicated that the reason my original claim was denied was because it did not entail the specifics of the damages which is true. I did not assume that using water to wipe off a wooden table would cause damage.  Furthermore, the water damage was not the known cause until the technician indicated so.  However, the second claim included specifics about the water damage that was also supported by a third party (a technician for Ashley Furniture) which included a report submitted by the technician and it was DENIED for the following reason according to an email response from [redacted] Furniture Services on 2/20/15:[redacted]Following a thorough review of your claim, we regret to inform you that we are unable to service the reported problem for the following reason:The information provided to us indicates that your problem is caused by general wear of your Covered Product, and is not the result of  accidental damage. Your protection plan does not cover wear-related issues, such as fading, wear, seam separation, stress tears, loss of foam resiliency, pilling or fraying of fabric; leather or vinyl color loss or cracking and peeling, splits on bi-cast leather, and scratches, dents or chips that do not penetrate the finish or expose the substrate.This is the response after I spoke to Ms. [redacted] who indicated the claim should be covered and the the second claim was submitted.  So I guess neither I nor the employee of Ashley Furniture ([redacted]) are aware of the magic words that need to be said in order for the claim to be approved.  I spoke to Ms. Ferrell on 3/6/15 after submitting my complaint and she indicated that the damages should be covered and that she would reach out to [redacted] in an attempt to have this issue resolved.  I forwarded her a copy of the denial notifications from [redacted] along with my original claim information.  Now, according to her response to you she is advising me to submit another claim.  So what happened to her speaking to [redacted] about the denied claim that was also submitted by their store employee with the technicians report??  I paid ($79.99) for a bogus extended warranty plan (please see attached) that Ashley Furniture was advertising, promoting and pushing during the sale of my dinette set. This issue should be easily resolved.. if the store is promoting and selling a warranty under false pretenses then the consumer should be refunded their money.  I'm not asking for anything unreasonable... I would not have purchased that particular dinette set if I was not informed and sold on the warranty providing coverage.  Not only did the salesman lie about the warranty but Ashley Furniture is selling a product that is bogus.  I would either like the table fixed or a full refund and the merchandise can be returned.  Regards,[redacted]