Ashley Furniture Homestores

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

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]

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 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]

we have exchanged the headboard.  I have left a message with the guest to make sure we have resolved all the issues.

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

[redacted] ** [redacted]
[redacted]
[redacted]
[redacted]
[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

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

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

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.

I have tried to call the guest to get resolved.  If we can't get the parts we will reorder the correct chair.

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: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.

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

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]

[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]

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]

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.They have NEVER made a repair.  The only thing they did is send the WRONG repair piece, half-assed  sew a tear, and never call back!!!Regards,[redacted]

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.

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.
Regards,
[redacted]