Ashley Furniture Homestores

Good Afternoon,We here at Ashley Furniture Homestore do apologize the consumer remains displeased with the resolution offered. However, we do feel  that we have made a fair and reasonable attempt to address the consumers concerns. The consumer was offered to have  all orderable parts sent to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.We have furnished  a signed invoice from the consumer advising all items were picked in good condition. As well as the consumer has provided pictures that we feel correlates to our advisement that these damages were directly related to travel after the consumer obtained the merchandise. Per the consumers statement, damages were found upon arriving to their travel destination of North Carolina. Per our original advisement we would be pleased to send any orderable parts to the consumer to assist in addressing their concerns.Best Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize the consumer feels he was led to believes his [redacted] would be refunded outside of a store credit. It is our written policy that...

[redacted] be refunded in the form of store credit. However, we will be more than happy to look further address his concerns. Please advise the consumer we would need to review any paperwork or contracts he may have in regards to his [redacted] policy to move forward.
Best Regards,
[redacted]

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

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]

Deannie called stated that a new exchange in process.

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research I found that all merchandise was delivered to the consumer in full on 3/4/2015. All services are considered to be rendered in full at...

this time. Should the consumer require any further assistance I will be pleased to assist.Best Regards,[redacted]

To Whom It May Concern:Due to the nature of an Accidental Protection Plan, all warranties need to be purchased prior to accepting delivery.  If the customer has a service concern within the manufacturer warranty period and the issue is a manufacturing defect, we would cover her...

request.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have been working with the consumer in the efforts to resolve her concerns. Additional information was requested form the consumer due to the time lapse...

between the original date of offer to reselect and the consumer utilizing the credit. The consumer was offered a store credit/exchange of her mattress on 3/11/15. After the aforementioned date we have no records of the consumer resurfacing to utilize until 8/24/15. Notes were entered into our data base advising the matter to be closed on 8/24/15 due to the mattress no longer being n the consumers home. The consumer to the best of our knowledge resurfaced in January of 2016 to utilize hr store credit. The consumer was advised the credit was no longer valid due to the reasons stated above, as well as because the purchase was done under a previous ownership we did not have records of the specific concerns with the mattress. Our customer care department has advised that we are pleased to assist in the exchange of the mattress should it be defective, however, we would need visual verification of the concerns and that the mattress is in home. The consumer at this time has not allowed for us to obtain any information as to the concerns she is experiencing. At this time we are solely asking for pictures of her concerns to continue to move forward. Best Regards,Deannie F[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we are currently working with the consumer towards reaching an amicable resolution to address their concerns. The General sales Manager has...

contacted the consumer and has scheduled a meeting on 6/28/15 so that they may further discuss effectively resolve this for the consumer to their satisfaction. I will be pleased to provide an additional update upon doing so. Please feel free to reach out to me should you have any further questions in regards to this consumer in the interim.Best Regards,[redacted]

I have left a message with the guest to respond.

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  Our records indicate that we have ordered and shipped a brand new mechanism that will delivered on 3/2/16.  Our specialist is scheduled to install...

this new mechanism on 3/5/16.  Please contact us if there is anything further that we can assist you with.Thanks,Melanie

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.]My wife was contacted by Sharon from Ashley Furniture on Monday January 11th. Sharon stated that our repair order had been closed because the warranty center was unable to reach us. My wife let her know that after months of phone calls back and forth, four visits to the store, an enormous amount of incorrect parts delivered, three furniture repair visits and an email sent to Ashley Furnitures corporate office, there has been no resolution. The last representative that reached out to us left a 3 minute voicemail in which she put my voice mail on hold to look up the reason for her call and eventually mumbled something about serial numbers so they could send MORE parts. I realized at that time that we would be better served by reaching out to the Revdex.com. After all of our attempts to have the repairs made, we are no longer interested in a repair. We would like a refund or a reselect. Thank you for your kind attention to this matter.
Regards,
[redacted]

We are delivering the remainder of the furniture on 2/14.  Will follow up with the guest after the delivery.

Good Afternoon, 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 concerns. Pleased be advised the consumer has been offered a refund in...

full of the sectional referred to in her complaint. The customer was scheduled for pick up of the merchandise on July 9th, 2016 and pick up of the items have been confirmed. We are currently proceeding with a refund to the consumer at this time. All concerns have been considered as resolved in full and to the consumers satisfaction. Please advise if I may be of any additional assistance in regards addressing the consumers concerns. Sincerely,Deannie F[redacted]

To whom it may concern, We have received your complaint, and after careful review of your account have made a determination. It was determined that on 1/19/2017 you were in our New Rochelle location at which time you made a purchase for an 8-Piece Bedroom Set (Package SKU# [redacted] with a...

Protection Plan totaling $2,950.49 with the inclusion of the Taxable Delivery Charge and applicable sales tax. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions), and selected a desired delivery date of 2/4/2017. On 2/4/2017, we honored your desired delivery date at which time you refused the bed due to the fact that you wanted a storage bed, as well as the 5 Drawer Chest because of a broken drawer. The nightstands, dresser, and mirror were accepted in good condition (binding all Terms and Conditions), you spoke with a member of dispatch to report the incorrect/damaged merchandise and verify that the accepted merchandise was fine, and you signed the delivery receipt. On 2/7/2017, we were at your home again with the storage bed at which time you accepted all merchandise in good condition, spoke with a member of our dispatch team to verify that all had gone well, and signed another delivery receipt. Our Customer Care Department was contacted on the following day (2/8/2017) at which time you reported that one of the posts was not connected to the headboard properly and there was a scratch. A claim was immediately opened and pictures were requested vie email to verify the reported damages. After review of the recorded line, it was determined that the representative did not deny review of your claim because “she is on vacation”. The representative handling your claim was scheduled off on the Thursday and Friday following the Wednesday you called, and so she informed you that she would not be in, however, the claim number was on the picture request email and any available agent could access your claim. As proof of this, you called in on Friday (2/10/2017) and spoke with a different agent who reviewed the pictures that were sent in. Upon review, it was determined that the defects were minor, and (in accordance with our Terms and Conditions) we scheduled a technician to visit your home and service the merchandise on 2/16/2017. On 2/16/2017, the technician visited the home and addressed the concerns expressed. He found that the silver decorative cap on the top corner of the Headboard was not fitting correctly, and had to be ordered. He also attempted to touch up the scratch reported. Nothing was stated to be wrong with the structural integrity of the bed, meaning that the damages did not interfere with the ability to use the bed. Shortly after the report, we were in contact again at which time you indicated that the touch-ups performed to rectify the scratch had left a large mark that looked worse than before. Pictures were once again requested, and after review with our management team, it was decided that we would perform an exchange of the headboard. This exchange took place on 2/25/2017, at which time the exchange item was accepted, the bed reassembled with the new headboard, and you spoke with a member of our dispatch team to verify that all had gone well with the exchange. We have not been contacted with any issue since the exchange. It has been determined that the issues listed in the complaint have been addressed in a timely fashion and in accordance with the accepted and binded Terms and Conditions. Thank you for being patient and cooperative throughout the process, and we ask that you please contact our Customer Care Department (###-###-####) should you have any more issues, concerns, or questions. Have a wonderful day!

Good Morning,
We are pleased we were able to come to an amicable resolution with the consumer. I can confirm that a change of order has been completed and the credit has been utilized.
 
In regards to the delivery fee. I do apologize, however, we...

would not be able to refund at this time as we will be  delivering the new merchandise ordered and it was inclusive of the credit entered. However, as we do want to do right by the consumer we are pleased to extend the offer of a store credit to her in the amount of $50. We are pleased to send this to her at anytime should she choose to accept our offer.Best Regards,
Deannie F[redacted]

Spoke to guest.  I am having service go out tomorrow, assemble the table and look at the hutch and buffet.  If he can repair we will look at other option.  I am refunding the delivery fee for the inconveniences.

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.
10/1/16 my furniture delivery arrived and returned for the 3rd time due to damage.  The company has failed to keep up their end of the agreement.  Please advised.
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.  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 are still waiting to resolve our warranty issue with Ashley. Today [redacted] from Ashley inform me that I have to work with [redacted]( Extended Warranty Company). They were working with us and as per [redacted] she was about to order the part and now she change the course. I am not sure you can be any help? I may have to file a complaint against [redacted] 9 Extended Warranty Company).