Ashley Furniture Homestores

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]

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!

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]

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

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.

The store has ordered the correct pillows and according to my system they should ship on 11/15.  I have left a message for the guest to inform her.

Good Morning,Thank you for bringing this consumers concerns to our attention. In further researching the details we were unable to establish a purchaser under the name [redacted]. We were, however, were able to correlate to the concerns under a different consumer, [redacted]. I am pleased...

to provide any details necessary as to how we will be moving forward with the purchasers account, however, as the complaint was not sent by the purchaser and identified as such we formally request to have the complaint removed from our account.In regards to the purchaser, we have been in contact with her and are currently addressing her concerns. Our Customer Care has placed her on schedule for a service technician on 11/22. We have followed up with Mrs. [redacted] as recent as today to ensure she is pleased with the direction we are moving forward in at this time.  Sincerely,[redacted]

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

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]

To Whom It May Concern: Ashley Furniture HomeStore apologizes for any inconvenience that this customer has experienced.  We have provided the customer a refund and have canceled their purchase.Thank you, [redacted]

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]

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!

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 for me to apologize to the consumer for any inconvenience experienced with their new purchase. Our customer care department...

has been working with the consumer diligently to address their concerns as it is our mission to ensure 100% service and merchandise quality satisfaction. In most recent events the consumer was offered a reselection of items purchased due to the nature of the concerns experienced. The consumer advised to be a satisfactory resolution and has since chosen new items on 11/3. The consumer requested as well a refund of any difference of amounts paid for the reselection and the consumer has been approved for a refund in total of $700. New items are currently on order for the consumer and an exchange will be scheduled upon the receipt of the items to our distribution center. Please advise if their are any additional measures that we may take in the interim to ensure the consumers concerns are being addressed to the highest extent. Sincerely,Deannie F[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]

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
###-###-####

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received a refund in full on 2/22/16 for all purchased items. THe consumer advised she was satisfied with the resolution offered and all concerns...

have been resolved in full. Please advise if I can be of any further assistance in providing additional resolution. Best Regards,Deannie F[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 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 Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer on several occasions and we have been able to come to an amicable agreement to resolve her concerns. We are willing and able to...

deliver the remainder of her merchandise, as we have ordered new due to the color variance in the preceding delivery. Delivery date is set for 6/20/14. We are confident at this time we will be able to fully resolve her concerns at that time. Please feel free to reach out to me should you have any further questions in regards to this consumer.

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]