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]

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]

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]

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:
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]

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 have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response 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]

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]

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]

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]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve...

my complaint.  For your reference, details of the offer I reviewed appear below. I have provided them with my personal cell and my work cell and let them no I carry both on me at all times they are lying and I will happily provide a call list of how many times I have called verses how many times they haven't called!!! This is a shame continuing to lie! Very unprofessional instead of owning up to a month long mistake they only have one option but to lie?! I have even went to the store personally on 2 occasions and have repeatedly asked that a manager not someone who is going to lie and tell me they are a manager. On file they also have my email so that's 3 ways to get a hold of me.....which I have a copy of and can also provide that as proof!! I have had to miss time from work hoping they would deliver the correct things and put them together 3 attempts so far and this is the only response a lie?!?! My kids are on mattresses on the floor! 
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.

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

[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 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

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 this customer has experienced.  We offer a comprehensive delivery program which includes the delivery team calling into our dispatch department at the completion of each delivery.  During this...

process our dispatch team will survey each customer to ensure that the item arrived in satisfactory condition for the consumer.  On September 2nd, 2015 this customer was surveyed and stated that everything met their expectations.  The customer signed the delivery receipt and we were not aware of any concerns.  On November 20th, 2015 this customer contacted our team and advised that they had an issue with the items.  We immediately ordered parts and started the servicing process per our terms and conditions of both our sale and the limited one year manufacture warranty (http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx).  Each of our upholstered parts are cut and sewn to order and the process can take a little bit of time.  This customer's final part has been shipped via [redacted] and the tracking number is [redacted].  Once the customer receives the remaining part our craftsman will service the item to bring it up to showroom standards. 
Thank you,
Melanie

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]