Ashley Furniture Homestores

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.

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]

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]

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

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

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 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: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]

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]

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.

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.

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.

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.

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]

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.

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]

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 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]
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To Whom It May Concern:We apologize that Mr. [redacted] was unhappy with our product.  The furniture specialist that went to the customer's home is an independent contractor.  We purposefully use independent contractors as our specialists because we never want a customer feel...

that a service determination is bias.  In this particular instance, the specialist determined that the damage to the cocktail table was caused by the customer using the table beyond normal household usage.  The customer did not purchase an accidental insurance policy and customer caused damaged has been deemed as misuse which is why we cannot repair the table under the one year manufacture warranty.  Thank you, [redacted]###-###-####