Ashley Furniture Homestores

we have exchanged the headboard.  I have left a message with the guest to make sure we have resolved all the 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. 
Regards,
[redacted]

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 as they have repeatedly said they would do whatever it takes and yet that never happens.  I will only accept a full refund in resolution to the fraudulent and unethical actions by your business. I will be contacting Demmie to confirm my response.   For your reference, details of the offer I reviewed appear below.1.  You sold me a used mattress
2.  You repeatedly failed to communicate with me by rarely if ever returning phone calls or answering messages
3.  The sofa is total garbage and nothing like what I was sold in the showroom.  Additionally the repair person simply stuffed padding in the hole and said there it's fixed.
4.  You have routinely promised to make this right and it still isn't.  I have worked with six different customer service specialists without resolution.  I have talked until I'm blue in the face about how bad and insulting this has been.
5.  You tried to blame the mattress failure on the manufacturer which was very inappropriate especially since you also tried to say it was fine and as it should be.  Once again proving the lack of communication and lies from your company!
As stated multiple times the ONLY RESOLUTION IS TO REMOVE YOUR DEFECTIVE SUBSTANDARD FURNITURE FROM MY HOME AND REFUNDED MY MONEY.
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.

Thank you for your response.  Please feel free to contact me directly at [redacted] Ext [redacted]. Thank you, Melanie

Spoke to the guest.  We are going to do service on the recliner.  I am having service order parts and ship to him.  We will install once he receives them

Spoke with the guest.  I have resubmitted the refund request with the expiration date to accounting for them to process the refund.

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[redacted]         Please accept this letter as written complaint against Asley Homestore - Sterling, VA.            I purchased a whole leather living room set on 05/19/2010. Also purchased 5 years warranty. It was delivered to me damaged all over the furniture not only the sofas but the tables too. As soon as the next day I called Ashley's customer service I notified them, but I was being pushed from one department to other for 10 months.  So I send my complaint to [redacted] After the complaint was send by Revdex.com. they send a respire man to fix the damage furniture that he did more damaged then good by repainting the spots. After causing me stress and anxiety I stopped at that time. In this 4 years these little damages are becoming bigger and bigger as the leather was bubbling and peeling. This is covered under the warranty plan, unfortunately they are giving me the runaround. [redacted] total $3,020.73 plus 249.99 warranty plans. As I was tolled by sales man the leather was top grain leather and it is not as I research now.  Dear, Revdex.com I am reaching ones more to you please help me. Thank You, [redacted]  [redacted]    Phone number [redacted]Sent from my iPad

To Whom It May Concern:Ashley Furniture HomeStore was able to resolve the issue with the tear.  We had a certified specialist reupholster the sofa.  At this point the customer is happy and the issue is resolved.

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.
So ... 'Sharon' did call after this complaint was filed and certainly note that this was the first time that someone representing Ashley Furniture had actually reached out to us.  After a short round of phone tag, 'Sharon' told me that she would get this resolved, talk to the mythical person named 'Marcus' and would call me back the next day.Same end result, no one ever calls back ... I've been waiting since this update from Ashley was entered and have not heard from anyone.
Regards,
[redacted]

To whom it may concern,We are very empathetic with your experience and the issues that have occurred. Even though the representative you spoke with was correct in saying that we do not accept the return of any merchandise after the acceptance of delivery (this is in accordance with our Terms and...

Conditions), we have reviewed your account with the management team in the hopes of making an exception, and are indeed prepared to offer you a reselection for the Trundle Underbed Storage (SKU# B131-60). We are in the works of submitting the necessary paperwork on our end to make this possible for you and will be reaching out to you when the credit is available at the store for you to select the chest you desire in place of the storage unit. Thank you for your time and have a wonderful day.

[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 [redacted], and find that this resolution would be satisfactory to me. I 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: [redacted].
Regards,
[redacted]

We have repaired the furniture even though it was out of warranty.  This is resolved.

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 get resolved.  If we can't get the parts we will reorder the correct chair.

Deannie stated that they are in the process of trying to get in contact with the consumer to get a new table ordered. If any defects are found then a new table will be ordered.

I left a message for the guest no Friday.  The furniture was scheduled to be delivered on Saturday.  I left a message this morning again to follow up on the delivery and to see if they received the refund.

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.
The consumer called the Revdex.com and stated that after the furniture was repaired from damages during the delivery, she was told the company would look into giving her a discount or some sort of percentage off her balance. She has not heard back from the company.
Regards,
[redacted]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention.  On behalf of Ashley Furniture I apologize for any inconveniences the consumer may have experienced while we were working...

to resolve his concerns. At this time I am pleased to update that all items were delivered in full on 4/2/16 and ser4vice for this consumer have been rendered in full.  
Best Regards,
Deannie F[redacted]