Ashley Furniture Homestores

I am having another tech come out tomorrow to repair.  If he can't repair we will reorder.

I just spoke with Meline at Ashley and so far this complaint is NOT satisfied !  They have very few ( real ) leather options of furniture at Ashley. I did find a set ( lenoris set) and wanted to see it before I purchased ( again this is going to cost me more money) I thought I could work with them. I Went to 2 of their locations and neither had one on display . I asked if they were getting any in and Meline could not say, she called me back and said the closes est  store is in Westchester county some 50+ miles away that had one. other than that there was nothing else they could do. I asked Meline if she could find out and let me know if their Lake grove store would be getting one in the near future and I would wait a little while to go see it. I am waiting for her to and let me know. Store credit is fine as long as there is something that I like and can see. at this time a refund may be the only way to fix this where I can go and sit on the furniture, like I did when  I bought this and every other piece of furniture.    Please re open , I think that may be the only way I get a response . Although courteous, She did mention that the complaint was satisfied by the B.B.B .  I found a set online , tried to look at it , I have been trying to work with them , but at this time store credit for something I cannot see is not being treated fairly, give me a refund and I will have to shop some where else.

To Whom It May Concern;Ashley Furniture Home Store apologizes for any difficulties that you have incurred.  Each Ashley Furniture Home Store is independently owned and operated.  When this consumer made this purchase, our franchise was not the owner of record for this location.  We do not have the paperwork and receipts from the original purchase.  We apologize that this consumer did not read the contract that was originally mailed to them 4 to 6 weeks after the purchase.  We really value our consumers and would like to offer the customer a 20% off discount towards a new purchase of any product not currently under any promotions. Thank you, Melanie

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. At this time the consumers concerns are in review with our customer care department. The consumer was originally declined service for his...

mattress solely due to the date in which the concern was called in. The consumer was delivered on 8/9 and our records dictated the delivery damage concerns were not brought to our attention until 8/15. Due to the lapse in time we would have not been able to correlate the damage to the delivery in itself. However, the consumer has since advised he has supporting documentation otherwise. Documentation has been requested and the consumer has advised he will email us for additional review. Please feel free to contact us should you have any additional questions or concerns in the interim. 
Best Regards,
Deannie F[redacted]

To Whom It May Concern:Ashley Furniture HomeStore's position remains the same. Thank you, Melanie

We have service scheduled for tomorrow to assemble the bed.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer was advised we were unable to successfully deliver the floor model purchased from our clearance center. In the efforts to make this right for the...

consumer a new item was ordered from the manufacture at no additional charge to the consumer. At this time we have an estimated arrival date of 1/15/15. We are pleased to schedule delivery of the new piece upon arrival to our distribution center. Please feel free to contact me should there be any additional questions or concerns in the interim. Best Regards,Deannie F[redacted]

Complaint: [redacted]
I am rejecting this response because:
I do not take kindly to "strategic corporate" endeavors that are formulated with the sole intention of "getting over on the customer". I have read your policy and as an added courtesy have included it in this response message. I want to addressthis on many fronts. First, I do not like it when a product is sold to me as a "Cadillac" and then when I call on the retailer and ask for help with the product that they sold to me they turn around and tell me "sorry we can’t help". The only reason I purchased this product from Ashley Furniture Home store was because they offered this warranty with the mattress. The sales person went on and on about this warranty. Not once, did she even present to me to purchase a mattress cover, nor did she say that w/o the cover your mattress warranty will not be honored. Let's look at the facts; I included my receipt, I ask: can it be that a person who spends over $1400.00 dollars on a mattress really decide not to spend an additional $25-$30 on a mattress cover?? Really??The truth is that this matter cannot and will not be decided on speculation alone, but, based on my experience it is my understanding that Ashley Furniture Home store sales reps "INTENTIONALLY" are taught to exclude these very important details so that when this day arrives, they can throw their arms in the air and say "there is nothing we can do for you". The Law tag is not on the mattress, you are correct, but is that reason enough to disqualify me from my warranty?? Are your implying that there might be a chance that this is not the mattress that I purchased?? I truly hope that is not the reasoning behind this. And in your response you mention that the mattress is "Soiled" and "stained"; the word Soiled and stained are synonymous, I appreciate that you’re trying exasperate the issue with no ill will intentions "I'm sure". But, your inspector came out and examined the mattress and found it faulty. I know this because it is what he told me. When I called for a copy, [redacted] (supervisor at customer care) told me that the inspection report was "Proprietary Information" and that I was not entitled a copy. A decision made against my cause and I cannot see a copy?? This is a “shady deal”, and is vastly different from what waspresented to me approximately 7yrs ago. Now as per my last response to your company, your inspector was able to make the inspection, which is the greatest concern as per [redacted] Warranty policy, so then what is the issue?? I can place a mattress cover over the mattress so that your company can transport it with no risk to them. I hope that the reason you don’t want the mattress with stains is so that you can either resell it or Lord knows what……Look, do the right thing and stop trying to cheat people out of products they paid you good money to receive. 
Mr. [redacted]
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We are pleased to address the consumers  concerns. At this time the consumer is on schedule for today, March 11th, 2015, to have parts in...

home installed by our service technician. we are confident all concerns brought forth by the consumer will be fully resolved by the end of business today. Please feel free to reach out to me should the consumer require any further assistance in this matter.Best Regards,[redacted]

I have a left a message on both phone number on the order to discuss options.  I will continue to try and reach the guest.

Good Afternoon,
We redelivered new items to the consumer on 10/25/14. I have spoken to the consumer to follow up and she stated all went well with the second delivery and all concerns at this time are considered to be fully resolved to the best of our ability. Please feel free to...

reach out to me should you have any further questions in regards to this consumer.
Best Regards,
[redacted]

To Whom It May Concern:This customer just recently contacted us about her issue with her table.  Once we heard about her issue, we scheudled Ms. [redacted] with our Certified Furniture Specialist and had them resolve the tightening issue.  The service was just recently...

completed on 2/14/15.  If Ms. [redacted] has any future concerns, please have her contact me directly.Thank you, [redacted]Customer Care Manager###-###-#### Ext. [redacted]

We have canceled the guest order and processed the refund.  The reason for the delay in canceling the order and refunding the guest was because he paid with a check.  We had to wait the 15 days for the check to clear. Once it cleared we processed the refund..  We did charge a...

cancellation fee.  The guest signed a contact at the time of purchases that stats if your cancel the order for any reason prior to delivery there will a 10% cancellation fee.  The refund was processed on 5/15 and it normally takes 2 weeks for the guest to receive once it is processed in our system..

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 did not pick up the items we had to actually take them to the warehouse ourselves.  They have not refunded all of our money.  Two of the three charged transactions have been credited back.Regards,[redacted]

Good Afternoon, Thank you for bringing this to our attention. We were truly unaware the consumers concerns have remained unresolved to his satisfaction. I have personally reached out to him today to further address his concerns and re-establish the lost connection. I have left my contact information via voicemail as well as reached out to the customer via email as of today. Please rest assure we have all intentions of ensuring the consumer is pleased with his purchase and I will personally do everything with in my power to ensure full resolution is provided in a swift and efficient manner going forward.Please feel free to contact me should you have any additional questions or concerns in the interim while I work to resolve the consumers concerns. Sincerely,Deannie

In response to Ashley Furniture’s response: Yes, the furniture is under my mother’s name ([redacted], however, we are a family and we stand together is this process.  I am the actual person paying for the couch every month and payment comes electronically out of my checking account.  But, my name is on the account as well, which my mother added specifically due to these issues.  This is only a tactic to somehow get you out of the problem anyway. Ashley furniture came to my house on 11/22/17 finally.  The technician said to both my mother and I that he was going to recommend that the couch be completely replaced as he was the very first technician to come out on 10/2/17 when the stuffing was coming out of it on the same day it was delivered 9/28/17.  He said that the motor was completely shot on the reclining section and that on the loveseat side, the rod mechanism was most likely broken which is why the foot rest lifts up crooked.  He stated that he would report his finding but that was going to recommend a new couch replacement as we shouldn’t be having these issues.  On Sunday the 26th of November we received a call from Ashley stating that they were not going to go by the technician’s recommendations and replace the couch but that instead they were ordering parts and the parts would be replaced.  That it really wasn’t that big of a deal and that we shouldn’t be so upset.  My mom politely cussed the woman out and told her that not only would she NEVER purchase anything from Ashley again, but that we had written to the CEO, had left a complaint on their website, was reporting them to yelp, would continue the Revdex.com complaint, call channel 12, and God help anyone that ever asked her about Ashley.  So, Ms. Deannie F[redacted], when you say that you spoke to my mom and she was pleased with the direction you were going, YOU ARE A BOLD FACED LIAR!!!  I have no idea what laughable and non-existent conversation you participated in, but by all means, let the Revdex.com call her directly at [redacted] and ask her for themselves. Ashley told us on the 26th that the parts were being ordered and coming directly to our house, we then have to call them yet again and make another appointment for them to come out and fix this jacked up broken couch.  As of today, nothing has come in the mail and we haven’t heard anything.  I am paying for something that doesn’t even work and it is going on for over a month now.  No one would appreciate paying $*k for a broken piece of furniture.  This is the most ridiculous company that I have ever had the displeasure of wasting my time with. Complete scam artists!  If they don’t come get their couch and refund our money, we are suing them. Period! Thank you, [redacted]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further review, we will be refunding the customer the purchase of the extended warranty. Please accept my apologies on...

behalf of Ashley Furniture for any inconveniences the customer may have experienced with their most recent purchase. Please let me know if I can be of any further assistance in further assisting the consumer. 
Best Regards,
Deannie F[redacted]

To Whom It May Concern:We apologize that you are not sleeping well.  Bedding is a very personal item that does take up to 90 days to get accustomed to.  Since you purchased a Temperpedic, Ashley Furniture HomeStores offers the same comfort warranty. The comfort warranty states...

that you must sleep on your mattress for at least 30 days and if for some reason you are not happy, we would gladly offer you the opportunity to reselect.  Please note that there is a $300 disposal fee that will be deducted off of the original purchase price of your original mattress.  If you decide to take advantage of the reselection option, you must do so prior to 90 days from the original delivery date.  If you have any further questions, please call customer care at [redacted]
Thank you, [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.LIARS!!!  I have NOT received ANY calls from them!!! 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]
The customer contacted Revdex.com and said that she agreed tot he offer provided by the business but she had not received that from the business. She is requesting that original offer to have the two drawers delivered to the North Carolina address:431 N Dudley St, Greensboro, NC 27401.