Ashley Furniture Homestores

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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,
[redacted]

To Whom It May Concern:We would like to offer this customer a full refund for the mattress pad, providing that the item is in new condition in the factory packaging.  In order for the customer to receive the refund, the customer will need to bring the item into the New Rochelle store. ...

Thank you, Melanie

To Whom It May Concern:
I apologize that the consumer had difficulty reaching me directly.  I was out of the office performing training.  Today, we did have the opportunity to discuss his situation and have resolved it. 
Thank you,
[redacted]

Revdex.com:
 
I I have not had any response from this company since I originally filed this claim.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Ashley Furniture time lines on when I started to make the calls is not correct. Also there response on how they were going to solve the issue is also incorrect. It is as if were are  talking with to different parties. 
Regards,
[redacted]

I have spoken with the guest and explained that extended Protection only cover accidental and incidental damages.  There is only a one year manufacturer's warranty on the loveseat and it was purchased in 2013.  I am going to order the guest the part at no charge but she will have to pay...

for the labor.

Revdex.com: I will never ever purchase anything from ashley furniture, not only did everything take almost 5 weeks but when Sharon some sort of manager called me she personally set everything up go be delivered and have a separate tech come out to put the other bed together on 8/24/16 she calls me along with one other customer service rep to see how my delivery and beds were....I said well you personally set the day and time for today the 24th not the 23rd she quickly got off the phone so she could make some phone calls....things happen but all of this is too much! Yes I was previously credited 214 aka the delivery fees it took 4 different deliveries and a service tech to come out I most definitely shouldn't have been charged that as far as the additional 200 she so graciously credited I had to miss time away from work due to their lack of care ashley furniture needs a huge lesson in customer service, principles and morals there's noway I would've let 2 children's sleep on mattresses for that long due to someone dripping the ball repeatedly....I feel like I was never formally apologized to and when Sharon called she said hi I'm Sharon I see you put in a complaint with the Revdex.com so that's the only reason this got taken care of and my children finally have their beds....
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. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Liquids spill all the time.  This water was cleaned up in under 10 minutes, yet the damage was done.  The damage is minor, it's not like the table needs replacing.  Your "offer" is for me to spend $400-500 for a new table.  That's just more money in your pocket.  When I called your business I was told you could send one of your repair people to check it out but that I would have to pay for them to come.  My suggested resolution was for the repair person to be sent for free because of the poor quality that we ended up with.
Regards,
[redacted]

To whom it may concern, We do apologize for any misinformation that may have been given to you at any point, and have come to a resolution that should quell any concerns. Although you state that the product specialist at the store told you there was a 30-day return policy, you signed the sale...

receipt which is a formal acceptance of the Terms and Conditions. Among these Terms and Conditions is the return policy which states (verbatim): “We do not accept returns of any items after delivery”. There are also policies explaining the refusal of merchandise at the time of delivery if the merchandise does not fit, which is an option that was not exercised at delivery. Upon the acceptance of delivery, you binded these Terms and Conditions. We are very aware of the fact that all representatives working in the stores and the office are trained, and well versed in these policies, however we will not rule out the possibility of an honest mistake or a misunderstanding of verbiage. That being said, we will not be offering a refund for the merchandise. Despite our decision regarding your request for a refund, we will be happy to pick up the merchandise and allow a full credit for the Queen bed only so that you may select something different from one of our stores in an effort to delight you. If you choose merchandise that exceeds the credit allowed, you will be responsible for the difference. Thank you for your patience throughout this. Paperwork has been submitted for your reselection, and you will be contacted as soon as the paperwork has been entered for you to go into the store and select something different.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
We reject Ashley Furniture response of not being able to compensate us adequately for the damage  of the mattress.  Ashley furniture delivered a bed, box spring ,and mattress setup .  We did not see the damages to the mattress until after the delivery guys left,  when we were placed the protective covering on the mattress.  We were advised by the delivery drivers if we had problems to called customer service. We called customer service within minutes of the discovering the problem.  Customer service ask us to provide them pictures of the damage  to the mattress and to send it by email. We provided the pictures within an half an hour of the delivery.  We reported the damage well within the 48 hour time frame according to Ashley Furniture policy. We provided customer service with evidence of our original complaint which included pictures by email.  Ashley Furniture Customer Service kept referring to the follow up call as the first time that we contacted them and used it to deny our request for a replacement mattress. Ashley Furniture recently acknowledge that we did provide them with the proper documentation in a timely fashion dated August 9th 2016 the same day as the delivery.  It took Ashley Furniture more than a month and a half to acknowledge that August 15th 2016 was not the first time we contacted them. We never requested a full refund. All we requested was a replacement mattress.  We appreciate Revdex.com Richmond time in helping us resolve this matter with Ashley Furniture when we kept getting ignored by their customer service regarding our issue. With the documentation that we have we planned to pursue legal action by taking Ashley Furniture to small claims court.

Ashley Homestore
[redacted] 
 
March 31, 2014
 
To Whom It May Concern:
 
This letter is in reference to our customer [redacted], your case # [redacted]...

regarding the Ashley Homestore in [redacted]. We here at Ashley would like to thank you for bringing [redacted] concern to our attention.
 
As of March 26, 2014 the consumer has agreed with the [redacted] to pick up her merchandise at the [redacted] location. At this time we do believe this customers claim to be completed and resolved.
 
If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below
 
Sincerely,
 
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the 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.
I only received one call with one voicemail this morning at 8:45 the morning of 9/29/2014. I called back almost immediately and was told she was on the phone and they would call me back. I asked that they call me back after 3:45 because that is when I get off work. The receptionist said that would not be a problem. They did not call me so I called myself at 4:30 when I got home from work. The receptionist said she was again on the phone and I said I would wait but she said I needed to just leave a message and she would call me back. It is 4:52 and she has not called me back. The business says they have left me three messages, but that is a lie for I only received one and that one was this morning right before they sent this response to Revdex.com. 
Regards,
[redacted]

I have spoken with this guest.  We are delivering the last 2 pieces of the furniture tomorrow.  I am going to follow up with him on Monday to confirm we delivered and discuss compensation.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have tried to call the guest to discuss options.  Their voice mail was no set up so I couldn't leave a message.

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  We would be happy to set up your exchange at another time.  At this point, based on the terms and conditions of the sale, we would not be able to accommodate a return.Thank you,...

Melanie

[redacted] called and spoke with the Revdex.com. She said that she will be reaching out to the customer about scheduling a tech to come out and make sure they can fix this issue.

To whom this may concern, All our calls are recorded for quality and assurance purposes, we will be looking into your account and phone calls as we do not believe our customer care representatives would speak to one of our clients in such way. During the time of delivery, our dispatch team...

makes sure all goes well with the merchandise (please see attached dispatch forms). At that time, you may either refuse or accept the products and sign the delivery receipt that becomes legally binding to our terms and conditions that are signed at the time of sale (please see attached forms of terms and conditions). In which we state, that if merchandise is accepted we will send out a master craftsman to bring your piece up to showroom standards. These master craftsmen DO NOT work directly for Ashley Furniture, so they would not be in a uniform provided by us; These men work in different conditions and use all kinds of material to bring pieces up to showroom standards which may explain why he had stained clothing. Please be aware that Ashley does not sell used furniture, if a product comes defective from the manufacturer or gets damaged during delivery be assured that we handle the situation promptly and within the guidelines of our terms and conditions. However, in an effort to delight you, we did agree to exchange the chair side end tables SKU # [redacted] despite our terms and conditions (please see attached forms of pending exchange). In regards to SKU # [redacted] reclining power sofa, we are currently waiting for you to receive a new mechanism for us to install, as we believe that is the defect that came from the manufacturer. Our guidelines state that we must service your pieces, we would like to partner with you to become a raving fan. Please await a call from our customer care center to schedule your exchange of the side end tables and as soon as you receive your piece for us to proceed to the next step. Thank you for your patience, Have a wonderful day

To Whom It May Concern:
Thank you for contacting Ashley Furniture HomeStore.  We apologize for any inconvenience that you have experienced.  This consumer and the sales manager have worked through a resolution.  The customer has reselected and should be scheduled...

for a new delivery shortly.
Thank you, [redacted]

To Whom It May Concern:Our specialist determined that the items in this customer's home had excessive damage.  This damage has been determined to be customer abuse.  The protection plan covers accidents and incidents.  The Ashley Furniture Warranty covers normal household usage.  This customer made this purchase in April 2014 and the damage is so extensive that it can only be categorized as customer abuse.  At this point, we cannot repair items that have such blatant abuse.Thank you, Melanie