Ashley Furniture Homestores

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 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.]We do not accept the offer. Ashley furniture contacted us a week ago acknowledging that they, meaning Customer Service department, received our documentation  which was send on the same day as the delivery of the mattress on August the 9th 2016. Customer Service said that all they could offer us was a 50 dollar store credit.  My response was since I no longer plan to do business in the future with Ashley furniture due to the way they handled my complaint,  that 50 dollar store credit that they offered was unacceptable and will do me no good.  I informed them that it was not equitable to the damage that was done to the mattress.  Then Ashley Furniture ask me what was it that I wanted to see done about the situation.  I told them I wanted replacement of my mattress.  The customer service representative said she was planning to talk to her manager and get back with me.  As of this date they have not gotten back with me. [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am temporarily rejecting this response because:
This is a disapointing response as it indicates the level of service and customer care we have experienced with this order is within your expecations and therefore does not warrant an exception to your written policy.  My request for an exception to policy is based on the exceptionally bad experience we have had.  With that said, however, I would appreciate a point of contact and their phone number with extension, so I can get the exchanges (footboard, headboard and side rail) completed as smoothly as possible.  Calling the generic customer cr and the response / lack of response I received is what prompted the Revdex.com complaint.  Can you please provide me a Point of Contact who will assist me in bringing our purchase up to showroom quality as quickly as possible?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all, we should not be responsible for your poor and inefficient record keeping system.  Your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and unbelievable.  However, please note that your PACKING LIST attachment indicates you were able to retrieve the sales order history, which it contradicts the information provided by your representative.  We are also not responsible for your system inability to retrieve the serial number of an item based on the original invoice data that we have provided over and over again.  Please note we do have all our original paperwork and invoice should you needed again.  In addition, your attachment labeled “parts order” search clearly indicates no replacement parts found for model, based on my experience and computer degree, I can tell you that your picture of the parts order has inaccurate information.  The order number indicated in your browser query does not match any of the numbers on your screen shot.  Please see my comments and green highlights on my attachment.  Perhaps you simply are searching for the incorrect order number.   At this point, what is the correct invoice number as it is also interesting that you input two different invoice numbers on both attachments?  “Parts orders” attachment indicates invoice number [redacted] and “Packing List” attachment search indicates [redacted].  Once again, clearly something is very wrong with your search, your system and your false statements.  Even more interesting is to see that you do have the manufacturer information, which Ashley representatives claimed over and over, they needed the serial number in order to determine the manufacturer in order to process my claim.  It’s also very interesting and concerning to see that you have masked the manufacturer’s SKU number and all the information related to the manufacturer.  In addition, your “effort” to look for parts (with wrong invoice number) to repair this sofa it’s unnecessary as the entire sofa is peeling, therefore, the entire sofa will need to be replaced.  Once again, we did contacted the warranty company which clearly indicated peeling it’s a manufacturer product quality issue and therefore should be address with the vendor.  We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representatives, not the manufacturer and therefore we demand Ashley Furniture to stand behind the product they sold and address our claim.  We demand a full refund or equal value credit.  At this point if you continue to fail to provide us with a fair resolution to our claim, we are willing and prepare to escalate this claim even further.   
Regards,
[redacted]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have contacted the consumer and advised we willl be moving forward with the refund as requested. Please advise if I can be of...

aby further assistance. 
Best Regards,
 Deannie F[redacted]

I processed the remainder of the refund on 3/30.  I left a message with the guest to let them know the status.

To Whom It May Concern:Thank you for choosing Ashley Furniture.  As previously addressed, we have sent out a Furniture Specialist and the smell that you are describing is the smell of a new product.  Ashley Furniture does not deem this concern as a manufacturing defect, therefore, the item is eligible for return.Have a great day, Melanie

I have updated the system with the new phone number.  I just left another message on the number in the email you provided.  I have also included notes from one of the service orders that was closed stating the reason it was closed.  03/14/15 10:08:52 - LIJO - Manually Entered Comments                           3/14/15 - PER SAW REPORT - Cancelled Service Order                                          because called to adv customer that                                          tech wa on his way customer states                                          that he will do it his self and just                                          hung up on me cancelled and emailed                                          ahsleys

I have left a message for the guest and emailed the store again to issue the gift card and process the $100 refund.  Customer service is refunding the delivery fee

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 diligently working towards resolving the consumers concerns and are doing everything within our power so...

that she may satisfied with her Ashley Furniture purchase. The consumer did receive delivery on 11/15/16 and advised shortly after she was experiencing concerns with her merchandise. A service technician was dispatched on 12/1/16 to inspect and advise parts required. Parts were ordered for the consumer to address her concerns and she was originally scheduled for installation to install on 2/16. The original appointment was rescheduled due to circumstances beyond our control and the consumer was rescheduled for 3/8/16. The consumer was not at home when our technician arrived for installation and the appointment was ultimately rescheduled for 3/22/16. We are confident all concerns will be resolved in full on the upcoming service date scheduled. Please feel free to contact me if I can be of any further assistance in the interim. 
Best Regards,
Deannie F[redacted]

I am rejecting this response because: The business's solution was to give me a sweater shaver and that is not a solution, it is a brush off.  I never once said that I was trying to get this covered under the warranty as a manufacture defect.  This is a material defect.  The construction of the chair is fine.  The MATERIAL is defective.  Why customer service can not see this distinction is beyond me. We went to the store and saw pilling on the floor model so it is not just the chair we received - and remember this is the 2nd chair in this material that is pilling terribly!  I have no idea why a company as large as Ashley would not have better customer service or respect their customers.  We have shopped there many times. This is our 2nd living room set from Ashley.  We also have a dinning room set and a few other items.  How would you feel if you spent time picking out furniture and spent money on a chair that started pilling in a months time only to be told by a customer service rep. & supervisor that they are using a different company for these issues - whatever that means- ?!?!  All I want is either a store credit so that we can pick out an accent chair made with a different material.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I paid for the furniture on August 4,2015. It had to be shipped to Ashley Furniture Store in Richmond, Virginia from Fredericksburgh, Virginia. I picked it up from Ashley Furniture on August 8, 2015 not the distribution center. It was strapped down on the back of a pickup truck not a moving van as they stated. The sales representative at the Ashley store asked me to sign stating that I received the furniture. He never said sign that I received it in good condition. It was raining that day so the boxes were never opened until we got to North Carolina. I made contact with them the
same day I picked it up. Then I got a call back from customer service representative [redacted], I was asked to send pictures. On August 13, 2015 [redacted] stated that the furniture would be replaced. I then asked her if it could be shipped to North Carolina and she said that she would have to ask her general manager. She didn’t call me back until August 18, 2015 and that’s when it went from replacing the furniture to sending two drawers. I guess by me asking them to ship it to North Carolina is when everything changed. All I want is what I paid for and nothing more.

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any inconveniences the consumer may have experienced while we continue to work to address her concerns. While we do understand the...

consumer has advised she believes the mattress to be defected, we do have protocol set forth by the manufacture of the mattress. The consumer was advised that all information inclusive of pictures was provided to the manufacture for burden of proof. The manufacture was unable to identify a manufacture defect solely from the pictures provided and has requested a service technician inspection to correlate the consumers concerns before a return authorization can be provided. The consumer was advised that we while we are pleased to continue to address her concerns, moving forward with an inspection is a requirement from the manufacture to move forward in addressing the consumers concerns. Please be advised that Ashley Homestore is simply a distributor of the mattress and takes no part in the manufacturing process. Therefore we are under contractual obligation to operate under their guidelines in regards to any comfort and/or manufacture concerns. The consumer is currently on schedule for today, 9/15/16 for inspection of the mattress. We are confident after providing the manufacture with the necessary information we will be able to provide clarity as to the manner in which we can address the consumers concerns. 
Please feel free to contact me should you have any questions or concerns in the interim.
 
Sincerely,
Deannie F[redacted]

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 have found all ordered items to be in and the consumer is on schedule to receive delivery on 3/5/15.  We are fully confident...

all concerns will be fully resolved at that time. Please let me know if I can be of further assistance to the consumer.Best Regards,[redacted]

To Whom It May Concern: Thank you for bringing your concern to the attention of Ashley Furniture HomeStore.  The product that you purchased is no longer eligible for the limited one year warranty.  The protection plan that you purchased is working on a solution and ultimately looking...

to replace your entire rails and slats.  These items are currently not in stock and Ashley Furniture HomeStore is looking on receiving them by the end of the month.  Once they arrive to our distribution center, our order fulfillment department will contact you to arrange the exchange.  Thank you for being a valued Ashley Furniture HomeStore. Have a great day, [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 called the number left on my voicemail and have not received a return call.  Once my purchase is corrected then I will notify if it is satisfactory at that time.  
Regards,
[redacted]

I just left him a message to discuss and emailed the  store on the status of the pillows

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture Homestore please accept my sincerest apologies to the consumer for any inconveniences they may have experienced while awaiting the...

delivery of their order in its entirety. I am pleased to report that all remaining items for the consumer were delivered in full on 12/29/15. At this time all items have been confirmed as delivered in full and services have been rendered to completion. Best Regards,Deannie F[redacted]

I tried to call the guest but couldn't leave a message.  We have canceled the sofa.  The guest was never charged for the sofa because it was never delivered.  When the guest finances the financing doesn't start until the furniture is delivered.