Ashley Furniture Homestores

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]

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]

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.

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]

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]

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.

Good Afternoon,
 
We here at Ashley Furniture 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 with the table leaf recently delivered to their home. I am pleased to advise service was received and reported to be completed in full on July 12th, 2015. All concerns for this consumer have been considered to be resolved in full. Please advise if I can may be of any additional assistance to the consumer in regards to their most recent purchase with Ashley Furniture.
 
Sincerely,
Deannie F[redacted]

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

I have spoken with the guest.  We are going to deliver the correct chest.  I am working to see how soon we can get it delivered.

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 currently working towards resolving the consumers concerns. New items have been place on order and the consumer has been advised the expected...

arrival date of the items are estimated to arrive on 6/18/15. Upon receipt of the items we will complete an exchange of the twin day bed foundation and sofa table.  I have spoken to the consumer and provided myself as an additional point of contact should she require any further assistance in addressing her concerns. I have also advised it would be my pleasure to verify the arrival of the items as well. At this time we are confident all concerns will be able to be fully resolved at the time of the exchange.Thanks,[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!

Good Afternoon, We do apologize that the consumer finds our offer unsatisfactory. We do fully stand behind all avenues taken to address the consumers concerns, however, we will be unable to offer a refund at this time. Please keep in mind our original advisement to the consumer and to the Revdex.com was that we were not in aggreeance with the consumer regarding the mattress. All parties were advised that not only could we support our statement that the consumer received a brand new mattress in perfect condition from the manufacture, but, we could also provide documentation from the manufacture advising of such. We also supplied the consumer with documentation from the manufacture advising  the  "sample" tag did not void any warranties, offered no difference in quality and was shipped directly to us for the consumer. At this time we will be considering the matter closed as we are confident we have made all reasonable and fair efforts to address the consumers concerns to their satisfaction. Please advise if we may be of any additional assistance.Sincerely,Deannie F[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, per our records the consumer received delivery of the 3 table set on 8/2/16 and all purchased merchandise has been delivered in full. Please advise...

if the consumer has additional information that has not been brought to our attention at this time and/or if all concerns truly have been resolved in full and require no additional assistance.Thank you for your time and attention to this matter. Best Regards,Deannie F[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

I spoke with the guest on Saturday.  We did make a mistake.  We routed the delivery on the wrong truck.  I left a message for the guest today to try to reschedule.

Spoke to the guest and rescheduled the pickup for 4/24.  I am emailing the store for the status of the delivery refund.  we are refund the remainder once the bed is picked up.

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]

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]

I have left a message for this guest to call what we need to do to resolve.  She can call me direct line at 502-[redacted].  I will follow up again.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
This complain actually was called in in July, when I didn't here back again, I do not work on your time I called back and it took 2 weeks and a complain to the Revdex.com for this to come through, I was also told when I bought the furniture that the only way to get the pricing was to buy the extended warranty, but the warranty only covers any accidents cause by the consumer. It's unfortunate that when you have recordings and can't find the recording, then what good is a recording, I have attached pictures, I accept this term that you will TRY to help, I already called the warranty company and they can't do anything about it.  I will continue with this matter to the next level.  It's unfortunate that this is the kind of professionalism and service you have to deal with people who have lack of knowledge, service and definitely record keeping.
Regards,
[redacted]