Ashley Furniture Homestores

Dear [redacted],
I have reviewed your complaint ,and I certainly understand your frustration with our error on your order. I do apologize for the inconvenience this error has caused you. It is my understanding that we have corrected our error and added 1 additional night stand to your...

order and are expediting it from our factory and scheduled to deliver it to you on 3-29-2014. I know your time is valuable, and although I cannot offer you the bedroom set for free as you request. I can send out a gift Certificate for $**. ( cost of your delivery) that can be used toward your next purchase in any of our Richmond Virginia area stores.  Again please accept our apologies , we value your business  and want you to be satisfied with your purchase.
Sincerely<
[redacted]
Ashley Furniture HomeStores
Richmond VA

Good Afternoon,Thank you for taking the time to provide the additional information requested. I was able to locate the consumer's account information with the updated information. Upon further investigation we found all items were delivered in full on 8/15/15. All services were considered rendered...

in full at that time. Pleased advise if I can be of any further assistance to the consumer.Best Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize for any inconveniences the consumer may have experienced during the delivery process. I can confirm that all...

merchandise has been delivered in full as of 10/24/15 and services have been rendered in full.
In regards to the gift card offered, we do sincerely apologize the consumer was displeased with the offering of. Please rest assure it was offered to the consumer as a sincere gesture of appreciation to a valued consumer. We are pleased honor the offer at any time should the consumer wish us to do so.
Best Regards,
[redacted]

We did not receive the paperwork for this customer until today because the...

information was sent directly to the showroom and not our corporate office. Sorry for the delay. I also notice that online we have two different profiles for our Paramus location. Please see if that can be corrected.
As per this customer’s concern, Mr. [redacted] did have issues that we addressed under the manufacturer’s warranty. The issues were serviced by our Certified Ashley Specialist on December 29th , 2013 and we closed out this customer’s service upon receipt of the paperwork. At this point, we cannot determine what has now occurred with this customer’s piece.
Our merchandise has a one year manufacture warranty which states that Ashley Furniture Industries, lnc. is limited to repair, or at its option, replacement. Ashley Furniture Industries, Inc. will pay, repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., at no charge to the original retail purchaser.
We are willing to send out an Ashley Certified Specialist to the customer if they are having additional concerns with the piece, but we must be given the opportunity to bring the piece up to manufacturing standards.
Thank you,

Good Morning,Thank you for bringing this consumers concerns to our attention. We are currently working with the consumer on an amicable resolution at this time. In researching further we did find that we are experiencing a true delay from the manufacture for this particular piece due to supply and...

demand. While we advise all consumers that the availability of merchandise is strictly an estimate, we do understand that it must be with in a reasonable time frame. We have advised the consumer of the most resent date we have been given, as well as proposed several options for resolution. The consumer of course by all means may await delivery, however, due to the delay have been offered a reselection or refund of any undelivered merchandise if they so choose. We are pleased to move forward at this time in whichever fashion best suits their needs at this time. I am pleased to update further if need be after receiving feedback from the consumer as to how we will be moving forward. Please advise if additional information is needed in the interim.Regards,Deannie F[redacted]

Good Afternoon,
 
 We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On 7/28 we did attempt to deliver and fulfill the order per the consumers statement. The consumer was not at home for the...

initial delivery due to time constraints. The consumer was initially advised there would be a fee incurred to redeliver as we do require the consumer to be home for the duration of the delivery day. However, we are pleased to waive all fees to redeliver. I have spoken to the consumer to advise that all items are in, available and ready for delivery at his earliest convenience. I have also advised the consumer that should he need assistance with his time frames for delivery to meet his needs we would be pleased to oblige his request. The consumer has advised that he is unwillingly to schedule delivery at this time and wishes to cancel the order. The consumer was advised while we are unable to cancel his order due to our terms and conditions documented and signed by the consumer at point of sale, we are pleased to assist the consumer in any way necessary to complete his order and ensure he is pleased with his new purchase. Please advise what additional steps can be taken going forward to address the consumers delivery concerns to his satisfaction.
 
Best Regards,
Deannie F[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore  Please allow me to apologize to the consumer for any inconveniences experienced with the delivery of...

his order. I am pleased to advise at this time all concerns for this consumer have been resolved in full. The consumer received a partial delivery on 10/14 of his sofa and love seat. The remaining item on delivery was refused due to not reflecting the original item purchased. On 10/15 sales changes were made and a discount was entered for price matching as well as the new item was placed on order in preparation for redelivery. The new rocker recliner was delivered on 10/21 and the purchase was advised to be delivered in full to the consumers satisfaction at that time. All concerns for the consumer have been to the best of our knowledge resolved in full and services have been rendered to completion. Please advise if we may be of any additional assistance in further addressing the consumers concerns.
 
Sincerely.
Deannie F[redacted]

To whom it may concern, Since the last offer was made, our system shows that you have been offered a reselection of the 2 nightstands as well as the matching dresser and mirror. This would mean that we would be picking up the 4 aforementioned pieces allowing a credit for you select new merchandise. We do apologize for any misunderstanding regarding the bedroom merchandise; however, we have come to a resolution that can quell any concerns. If you have any additional concerns, please feel free to reach out to our Customer Care department (###-###-####). Thank you for your time, and have a wonderful day.

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. However the lack of customer server that Ashley has is completely unacceptable, their phone numbers to call requires hours of time waiting on hold and there was no communication on when it would be delivered. I had to call them and wait an hour on hold  multiple times before I even got to anyone. And the customer server person I talked to said they leave it up to the customer to contact them about delivery, I would not recommend Ashley to anyone.
Regards,
[redacted]

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.
Ashley Furniture still has not offered a resolution to me.  I have forwarded every piece of evidence I have in defense of this case and they still refuse to comply with the warranty and with the original sales receipt which clearly states that the consumer "MUST HAVE ORIGINAL RECEIPT FOR CREDITS OR SERVICES ANY RETURNS WILL BE IN THE FORM OF A STORE CREDIT ONLY". Nowhere on the receipt does it state that the consumer needs serial numbers to return a product or to exchange or receive a credit. I have attached photos of the sales copy. Furthermore, the serial numbers requested are illegible due the the poorly manufactured sofa and loveseat .
Regards,[redacted]

Good Afternoon,
 
Thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer in the efforts to resolve his concerns. An exchange attempt did take place on 10/26/16, whereas the consumer remained...

displeased with the items. All items from the bedroom group (excluding bedding) were returned on the aforementioned delivery date and the consumer was offered a refund at that time. The consumer was contacted on 11/2/16 to advise funds have been returned to his [redacted] account in the amount of $1536.12 which is inclusive of his extended warranty purchased as well.Please advise if we may be of any additional assistance to the consumer at this time.
 
Sincerely,
Deannie F[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologies for any inconveniences the consumer has experienced in regards to his most recent purchase. Our customer care...

department has been diligently working with the consumer to address his merchandise concerns. We do understand the consumers frustration with multiple deliveries and are sincerely doing all within our poer to make this right for him. It is with regret at this time  I must advise we have been unable to obtain an amicable solution for the consumer. The consumer has been offered multiple avenues in which we are pleased to address his concerns. The consumer was advised that we would be pleased to move forward in any direction listed below:* The consumer originally requested to have us exchange the sofa and offer to keep the other items as is. We obliged, however, advising the consumer that the preference would be to provide 100% perfect merchandise in lou of keeping as. The consumer was offered 20% off the items to keep items in home and exchange the sofa, in which the consumer declined and counter offered what we would consider to be an unreasonable request
* The consumer was offered to fully exchange all 3 pieces to his sectional for new, in which the consumer declined the offer.
* The consumer was ultimately offered to pick up and refund the order in it's entirety due to our inability to satisfy his concerns to his satisfaction, in which the consumer declined.
We are pleased to move forward in addressing the consumers concerns ,however, are unable to proceed forward at this time. We are confident that all offers to provide resolution to the consumer were made in the best interest of the consumer and stand behind our decisions to do so. As all offers to address the concerns have been declined, we will consider the matter closed until additionally contacted or advised to address his concerns.
 
Sincerely,
Deannie F[redacted]

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]. I did receive my refund in full and this complaint is now resolved
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hi [redacted],   I haven't had any luck with getting to a resolution with Ashley Furniture. How can I pursue arbitration with them through Revdex.com?   [redacted] 
Regards,
[redacted]

To Whom It May Concern:We are working with this customer directly to address the concerns with the power base.  This item is out of warranty and has been discontinued so parts have been delayed.  In an effort to resolve the customers concerns we are working with our...

servicing team to have parts fabricated on site.

We received the following message from Mr [redacted]. Please let me know if you need any further...

information
[redacted]
 
I received my check Saturday. 
Thank you for your urgent and concerned response.  It is greatly appreciated.
I will update Revdex.com that my claim was resolved to my satisfaction.
t [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]

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]

I would like to re-open the above case with Ashley furniture. Our response: So, we had our brand new sofa delivered this past Wednesday, December 13th.  We sat down, opened all the recliners and the couch looked good.  Well during the week, we hardly use the couch, but on the weekends it is our source of refuge.  Friday night, we go to sit down and finally relax with a glass of wine and I keep wondering why my * year old daughter is sinking sideways into the foot of the recliner, so I get up and look and I can see where the bottom of the reclining chair is completely unattached to the couch itself, not only that but when I touched it, I got stabbed by the nails that it’s supposed to be attached with.  Then we start looking at the entire couch.  The exact two pieces of furniture that we had an issue with prior are the same pieces that are broken on the new couch.  When I say broken, I mean, the bottom bracket of the loveseat is literally hanging off part of it is not even attached to the couch itself.  Who would have thought that we would need to actually look underneath the couch and pull cushions apart to see if a couch was actually constructed properly? I called and left a message with Deannie like she told us to do and it is now Monday at 4:40pm and we have received no phone call back.  At this point, there is no switching of furniture or trying to fix it and make it better.  This company is a rip off and is intentionally selling defective merchandise.  We just want our money back. Thank you, [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]