Ashley Furniture Homestores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I was offered a...

discount of $400 and am waiting on delivery confirmation and repair to the previous shipment. Once these issues are taken care of, my complaint/issue will be resolved.  
Thanks,[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
 
We have spent too many hours on this to start this all over from the beginning and have someone come out and “inspect”. We had to drive down to the Ashley store where they gave us the number to [redacted], what Ashley Furniture believed was the protection plan company. I called [redacted] where they couldn’t find me in the system. They told me to call Ashley’s again and get the plan number. I do that and was transferred to 3 different people to get this plan number only to find out that I was given the incorrect protection plan company. It turned out that [redacted] stopped doing business with Ashley’s before I even purchased my furniture. How I was directed to [redacted] to begin with is beyond me.  I was finally given the number for the correct protection company. When I called they put the claim in for the table and the 2 footboards. I was told the 2 footboards would go on the same claim so I was given only 2 claim numbers (one for the table and one for the footboards). At that time I was asked to send in the pictures of the damaged items which I did a couple days after once they were taken. A week passes and I hear nothing so I call back. The representative explains that they don’t call when a claim is answered but I need to keep following up. I was told then that my claim wasn’t looked at yet. Another week passes I call back and I find out that the footboard claim was only for one of the footboards and not both so I needed to open up a third claim. At that time they told me the first 2 claims were looked at but they were waiting for pictures. I explained I sent in the pictures a couple days after the claims were opened. They said they couldn’t locate them. I re-forwarded the email with the pictures. More time passes and I call back again. That’s when they tell us the table isn’t covered and that they need a reason for the footboards. We explained to them yet again that when the scratches were seen we reported them. As far as how they got there, we do not know. Then we spoke to Desmond which was no help either. We were told that this protection plan covered everything. No if, ands, or buts. I was lied to make a sale. At this point, can you blame me for not wanting to start over with an “inspection”? The resolution is to refund me $549.99 or my next phone calls will be to consumer affairs and my attorney.
Regards,
[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]

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]

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]

To Whom It May Concern:Thank you for your inquiry.  Ashley Furniture HomeStore offers this table with two 18" leaf extensions.  This table will wobbly when the table is extended because of the pedestal design.  Since the customer was not originally happy with the table...

and we were trying to satisfy her, we have replaced this customer's table at two different times in both June and July.  Each time the customer has accepted the table and found fault in the unit after the delivery team has left.  We have sent service specialists who have determined that item is up to manufacturing standards and does not have a manufacturing defect.  At this point, this is a preference and would not be covered under the one year limited manufacture warranty.  Ashley Furniture has tried to satisfy this customer since October 2014.   Thank you, Melanie

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]

[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]

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

They finally picked up the dining set on Nov 8th but no monies have come my way yet. I sent another text to the SVP who always promises someone will call nothing from them and I don’t know what to do anymore. They owe me $1435.89 should I just take them to court? They are terrible people and I’m sick the stress of this is getting to me. From: [redacted] Sent: Wednesday, November 5, 2014 1:14 PMTo: '[redacted]'Subject: [redacted] complaint #[redacted] Thank you so much for taking my call. I have phone records to prove that Ashley had not tried to contact me. Right now I am waiting for them to pick up the damaged table and chair………..Nov 8th and I asked Richard S( I think his last name is correct he is a SVP there) to send me a letter stating I would get a full refund which he agreed too but I have not got and $1435.89 is a lot of money and I need to make sure they stand by it. I have an voice mail from Anthony one of their customer service managers which states they will give it to me plus a text from Richard. I just feel that they have made this so difficult I just want it over with. [redacted]

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]

To whom it may concern, After careful review of your account we would like to offer our sincerest apologies, as well as some information. You should never have been referred to the Protection Plan, as they do act as an accidental insurance covering most accidents or incidents not...

covered by the warranty. Moreover, I wish to clarify the process you went through to get the credit for the 2 pieces. As is stated in our Terms and Conditions, we offer a 1-year manufacturer warranty effective on the day of delivery, applicable to the original purchaser at the original delivery address. The warranty covers service for manufacturing defects ONLY at no cost to the customer within the 1-year period. The manufacturer has discovered an issue with the leather manufacturing process from several years ago, and so has allowed us to submit claims directly to them for peeling leather under the condition that we supply pictures of the serial numbers for any leather merchandise with a peeling issue, as well as pictures of the merchandise itself to verify the peeling defect. These claims must be reported no later than 4 years from the original date of purchase. If we do not supply the aforementioned information, the manufacturer has no way to verify that the merchandise was purchased from our franchise (because the serial number acts as a unique fingerprint for each piece), and so they will not provide credit. This information aside, there is a way that we can sometimes find serial numbers using your customer information through the Manufacturer’s website, however it is by no means a failsafe method. For this reason, we do not generally explore this option. Fortunately, we were able to find the serial number for the 3rd piece. The paperwork has been written and approved, and you will be contacted when your credit is available at the store. Thank you for your patience and for being the best part of Ashley Furniture Homestore. Have a wonderful day, and happy holidays!

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, except for the fact that my money was not returned as promised.  If the pillows do not arrive on the 16th as I was promised, I will be filing another complaint.  I only add that comment due to the fact that I have been promised delivery of these pillows countless times, with no follow-through.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] 
 
I have purchased mattresses  from [redacted] all the time never had a problem at all and for whatever reason this time made the wrong choice and this shows you that the material Ashley furniture is using 
 
is very , very low quality and as a consumer I feel cheat, lied to, etc but I work hard for my money yet on 2/21/2014 at about 2:07 pm hours I stopped by Ashley store just to find the status of the beds frames which
are under protection plan that I paid for,well the store manager said since I have filed a complaint with Revdex.com he can no longer talk to me and I have to deal with [redacted] the store owner in costumer service
and he sent an african american ( his assistant) to get [redacted] on the phone who when answered did not want to talk to me but inform this gentleman that if I want the spring box and mattress replace
call [redacted] and admit to her that my children damaged them . I said I am not going to blame my kids for Ashleys low quality product.
 
now as a consumer what is my next step since they took my money and sold me a very , very low quality product.

Spoke with the guest and explained that only certain mattresses come with a comfort guarantee and the one she purchased doesn't come with that guarantee.  It the time of the purchase the guest signed the paperwork that stated all sale are final and can't be exchanged or returned.  We will...

not be able to refund this mattress.

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]

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]

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

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 the message and attempted to call back leaving a message for Ashley. I will be out of touch most of next week but am free the following week
Regards,
[redacted]