Ashley Furniture Homestores

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]

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]

To whom it may concern, After careful review of your account it was determined that on 2/20/2017, you were in our Secaucus location at which time you made a large purchase (including 2 Accent Chairs (SKU# [redacted])) with a Protection Plan totaling $7,036.46 with the inclusion of the Taxable Delivery...

Charge and applicable sales tax. Of the grand total, $536.46 was paid on a credit/debit card, leaving the remaining $6,500.00 to be financed on your Synchrony account. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 3/12/2017. On 3/12/2017, we were at your home at which time it appeared that all merchandise was accepted in good condition, you spoke with a member of our dispatch team to verify that all had gone well, and you signed a delivery receipt. We do not show any record of a missing chair reported on the day of delivery, or of any promised delivery within 3 days. We do show record of you calling roughly a week later at which time you reported that you had not received one of your accent chairs. Our system reflected all items billed out, and (due to the fact that we do not bill until delivery has been made for financed purchases) it was assumed that you had received all merchandise. On 3/22/2017, a return was entered in the system after investigation showed that one of the Accent Chairs (SKU# [redacted]) was not, in fact, delivered on the original delivery date and had been billed in error. We were able to schedule the delivery of the missing Accent Chair for 3/30/2017. On 3/30/2017, we visited your home once again at which time we were able to successfully deliver the missing Accent Chair (SKU# [redacted]). At that time, you spoke with a member of our Dispatch team verifying that all went well, and signed a new delivery. You have not contacted our Customer Care Department with any issues since then. We do apologize for any inconvenience this may have caused, and we hope that we were able to resolve the concerns expressed in your complaint by finally delivering your missing chair. Please feel free to reach out to our Customer Care Department with any additional questions or concerns at ###-###-####. Thank you, and have a wonderful day!

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]
When the care department called me, I was at the hospital with my mother who had just fallen and had a significant stroke. I was not able to think clearly about the  problem and I was unable to consult with my husband on the matter. I simply didn't want the stress and needed to get back to  my mother.  After returning home, and seeing even the other pieces of the sofa as well as the broken piece, we felt as if we did not want to deal with the company any longer and simply wanted a refund of the money that was owed on the sofa. At that point, I began emailing and calling to leave messages about my decision. Today, I called the person, supervisor(Camea) I was dealing with again and Dara the person I spoke with said she was not available but would return my phone call by the end of the business day. She did not return my phone call.  Please help!

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.

Bed collapsed within 48 hours of delivery because the installer did not secure everything properly. After a few days of frustrated phone calls, emails and showroom visits to get the problem resolved, I was still waiting. In the end a handy family member secured and reinforced the bed on their own. Problem resolved, but my faith in this business is destroyed. I was so shaken by the fact that no one CARED about my issue, they took my money and then I was nothing to them. I am just glad my daughter was unharmed by the incident, as it was her bed.

Good Afternoon
We here at Ashley 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 their concerns. At this time the consumer has been advised we are pleased...

to replace the pieces in his home and offer an exchange. New items have been placed on order and the consumer advised he is pleased with the direction taken at this time.Please feel free to advise if you have any additional questions or concerns in the interim as we continue to address the consumers concerns.
Sincerely,
Deannie F[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 the consumers concerns have remained unresolved as mentioned in her complaint. I have spoken to the consumer and advised we would be...

pleased to address her concerns with the merchandise in her home at this time. We did advise the consumer that we have no notable conversation with the consumer until most recently when our customer care department was contacted. She was advised due to the lapse in time between August of 2014 and August 2015 we would be unable to identify any further details in regards to the exchange. As well as exchanges offered are time sensitive and we would not be able to honor an exchange at this time due solely to the time lapse before being re-brought to our attention.In regards to the repairs. It is within our company policy and procedures to address any merchandise concerns in home via service, should it be a viable option to resolve all concerns brought to our attention. The consumer was advised we are confident all concerns recently brought to our attention are addressable through service of the merchandise. At this time no services have been rendered as the consumer has not allowed us to move forward in addressing her concerns outside of a full exchange. The consumer was advised that she has surpassed her 1 year manufacture warranty , however, we have all intentions of making this right for her.Best 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 management has had ample opportunities to redeem themselves for their false advertisement of being able to provide high quality furniture, for the amount of money agreed. The two times that furniture was delivered to my house, (once the original, and a second time for the replacements) they all were damaged from the factory, with obvious flaws that would indicate carelessness and neglect.
Upon speaking with several members of management, the first two, the lady in charge of the delivery department, and the store manager, both were extremely demeaning, patronizing and obtuse to the fact that we were not satisfied due to the furniture arriving already damaged to our doorsteps.
I realize that they have a policy of charging 25%, but they also have a policy of customer satisfaction, and upon reading their track record from all their customers that have been duped and cheated by Ashley Furniture, I have no other choice but to purchase items from their competition.
My Lawyer has been keeping track of all of these transactions, and has advised me to give the Revdex.com an opportunity to settle it this way.
All I want is for,
1- Ashley Furniture to cease and desist of charging me with a 25% re-stocking fee (in writing).
2- Refund the $150.00 already paid towards the account. This payment was done before the arrival of the first set of damaged sofas.
Failure to comply with these two items above (in a timely manner) will force me to proceed with Legal Actions in a Court of Law, due to negligence, the unlawful promotion of emotional distress, and the false advertisement towards the delivery of purchased or financed goods; very likely, some other items my Legal Counsel will be able to come up with as well.
Regards,
[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise that all merchandise concerns for the consumer were resolved in full on 9/2/16 upon completion of a service exchange of all requested items. Our...

customer care department has contacted the consumer to confirm all items were delivered to her satisfaction and to be of perfect condition. Please advise if we may be of any additional assistance to the consumer regarding her most recent purchase with Ashley Homestore.. Sincerely,Deannie F[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[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..

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]

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 received a call on May 8th (Friday) from Sharon but I missed the call. I called her back about 30 minutes later, left a message with my return phone number and did not hear from her after that. I have not received a call since (if I have, a message was not left). The loveseat was delivered on Saturday but I still have yet to receive any compensation for the delivery fee, which I was promised.
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.I believe there is two phone numbers on the account that is in question and as I know for a fact that no calls have been made to the secondary number on the account in the past month or longer. I feel as though Ashley is not taking this seriously and they are only doing the least amount of work as possible to get this issue resolved. Now I say this once again I have $5000 worth of furniture that I don't want now because the lack of customer service on Ashley's part. Also the fact that if I do have any more issues they can't guarantee that I won't have to go through this ordeal again. I have been waiting for this replacement piece now for over 3 months what kind of customer service is that and in that time frame I have yet to receive a call from anyone at Ashley telling me they are sorry for the inconvenient or even the issues I have had with Ashley. Once again the only way this is going to get resolved is by Ashley coming and getting their furniture and I mean both recliners and the couch!Regards,[redacted]

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have contacted the consumer to advise the consumer the original bedroom merchandise has since become discontinued and we are limited in our abilities to fulfill...

the order in a timely fashion. The consumer was provided the options to reselect on all items or cancel the order in full. The consumer has advised at this time she would like to cancel the order. The request to cancel and refund all funds has been approved and the consumer has been advised of such. Please feel free to contact me if I can be of any further assistance to the consumer. Best Regards,Deannie [redacted]

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]

To whom it may concern, We have received your complaint and empathize with your current situation. After careful review of your account, it was determined that the wrong configuration was, in fact, delivered on 5/11/2017. After review from our management team, you were granted the exchange of items...

to correct the configuration, which began on 5/28/2017, and ended on 6/3/2017 with the redelivery of the LAF (Left-Arm-Facing) Cuddler. We have not been contacted with any issues or concerns since then. We do apologize for any inconveniences; however, our records indicate that we have successfully resolved all issues and concerns. If you have any other questions, you may contact our Customer Care Department at ###-###-####. Thank you for your time, and have a wonderful day!

To Whom It May Concern:Thank you for choosing Ashley Furniture.  It is our goal to delight you.  As such, we have provided a one time exception that was listed on the first response.  In your circumstances,   that would be the exception available at this time.   Have a great day, Melanie

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that this customer has experienced.  The contact between [redacted] and the consumer explains the terms and conditions of the sale.  At this point, we have written up an exchange and would like...

to exchange the item per the agreement and the consumer is not willing to take the delivery.  
Please have the customer contact our customer care team to schedule the delivery.
 
Thank you,
Melanie
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