Ashley Furniture Homestores

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 with the consumer towards reaching an amicable resolution to address their concerns. The General sales Manager has contacted the...

consumer and has scheduled a meeting on 6/28/15 so that they may further discuss effectively resolve this for the consumer to their satisfaction. I will be pleased to provide an additional update upon doing so. Please feel free to reach out to me should you have any further questions in regards to this consumer in the interim.Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: It has now been 9 days and the credit is still not reflected in my account. This has been the same issue throughout the process. They continues to say that they will credit my account, but a credit is never realized in my account. My next steps will be hiring an attorney to receive the credit that is due.
Regards,
[redacted]

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]###-###-####

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 12/11/15. Please feel free to contact me with any additional questions or concerns you may...

have in regards to this consumer.
Best Regards,
Deannie [redacted]

Spoke with the guest.  We are replacing the table, chairs and file cabinet.  Those are being delivered on 10/3.    I am having service look at the desk and TV stand.  I am refunding $99.99 for the inconveniences.

To Whom It May Concern:I apologize if our representative was not clear or considered misleading.  We value our customers and it disappoints me that a customer did not have a world class experience.  In each of our showrooms we have kisosks for financing.  These kiosks are...

designed for the customer to enter their own personal information when applying for any financing offers.  For security purposes, we do not enter any of the personal customer information.  Although, we offer many different financing options for our customers all of the applications let the customer know that by entering in the information they will be applying for a line of credit.  I apologize if this was not clear to the customer and if they would like to close the line of credit.  I would be happy to provide the contact information for the finance company so that can be processed.  If there is anything further that I can assist the customer with, please have them contact me.Thank you, [redacted]Ashley Furntiure Home Stores###-###-#### Ext. [redacted]

[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 even thought the comment of me stating that their records showing I received my item is fault and contacted the store where I purchased and said there isn't a record of me receiving it. 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]
Regards,
[redacted]

To whom this may concern,
I apologize for any inconvenience this may have caused. You agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for delivery. Our system routes geographically according to how many guests we are delivering to as well as the...

amount of merchandise being carried on one truck. Typically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guests. On the terms and conditions signed at the time of sale it does state that delivery is non-refundable. However, that day we made an exception and did not charge you the restocking fees. Please allow your bank to show the refund of $53.49 to clear.
Along with this response, we have a provided attached forms showing the refund credit for $53.49 made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the charges. I suggest you wait 5-7 business days to allow the information to process with your bank. If you do not see any changes please reach out to your store and contact Kenya who is aware of your situation.
 
Thank you

To whom it may concern,I do apologize for any misunderstanding but I would like to once again point out some key items in my previous response."At the time of purchase, you selected a desired delivery date of 12/28/2016, and signed the line on the sale receipt labeled: “Customer Acceptance of Terms & Conditions on Reverse Side.”. Within the Terms and Conditions, we do explain that if an authorized party is accepting the delivery, you acknowledge that the authorized party is formally accepting delivery and binds all Terms and Conditions, and we instruct you to review these Terms with them. We also explain that if merchandise arrives damaged, you may refuse the merchandise for either an exchange or a refund for the damaged item(s), otherwise we could leave the merchandise in the home and schedule an in-home service. After the acceptance of delivery, the warranty applies only, which allows us to service any merchandise suffering from manufacturing defects only at no cost to the customer within a 1-year period beginning on the date of delivery. We do not accept the return of any items after delivery has been made. (Please see attached documents for verification of aforementioned policies)." You asked how the receiver of your gift would have the receipt. They would not have the receipt unless you provide it, however you did agree to policies that state that you (the purchaser) are responsible for making any authorized party accepting delivery aware of all Terms and Conditions. You also mentioned that the damages occurred during delivery. Had you made the receiver of the gift aware of the Terms and Conditions (which you did agree to do), he or she would have been well aware of the fact that they could refuse the merchandise at that very moment and schedule a replacement if they so desire. We do empathize with your current situation, however you chose to agree to Terms and Conditions which include consumer rights that you did not practice. For this reason, we will not be able to compensate or stray from our standard operating procedures. Thank you for your time, and have a wonderful day!

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.
I have sent pictures to the company's owner; and I am requesting a refund. I paid for the furniture with cash that was not defective, and I expected the same consideration and quality. I was told by Ms. F[redacted] that the case would be  "closed," so I am very surprised that that the company stated  they wanted to resolve the issue. The only resolution I would like to consider at this time is a full refund.
Regards,
[redacted]

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing thia consumers concerns to our attention. Our customer care department has been working with the consumer to address her concerns. On 9/22 slats were ordered to address the structure concerns and were installed...

on 10/29. In addition to a technician was schooled for an inspection to inspect the mattress for dipping concerns. The mattress was found to be witin manufacture specifications and the impression found was less than the 1 1/2 inch requirement from the manufacture to be considered to be a dip. Anything less than is considered to be a body impression and normal to usage. Our customer care department has reached out to the consumer again today to additionally address her concerns as she remains unsatisfied. We are currently looking into the information brought forth regarding the comfort level and the height of the box spring. We are pleased to provide an additional update in regards to the comfort concern upon further investigation.Please feel free to reach out to me should you have any additional questions or concerns in the interim.
Sincerely,
Deannie F[redacted]

To Whom It May Concern:This customer just recently contacted us about her issue with her table.  Once we heard about her issue, we scheudled Ms. [redacted] with our Certified Furniture Specialist and had them resolve the tightening issue.  The service was just recently completed on...

2/14/15.  If Ms. [redacted] has any future concerns, please have her contact me directly.Thank you, [redacted]Customer Care Manager###-###-#### Ext. [redacted]

Complaint: [redacted]
I am rejecting this response because:I have been unable to contact Melanie at her contact information listed ([redacted] Ext [redacted]).  Three messages have not been returned. 
Regards,
[redacted]

Spoke with the guest.  She has a claim with the extended protection plan on one piece and a warranty claim with us on the other two item.   We are sending a tech out to repair the two items under our warranty and the protection plan company is repairing the other item..

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.
Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-213 or §32.1-214 or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner . (Code 1950,§32.1-119: 1952, c. 530; 1956, c.530; 1979, c. 711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home.
Regards,
[redacted]

To whom this may concern, We...

appreciate your time and patience, upon review of your account it seems that the two pieces are out of manufactured warranty. However, we would like to assist you with the defective pieces. We were able to receive credit for the reclining sofas. Please be aware that you may receive a call from the store to come in for a reselection. If you do not receive a call, please be aware that there will be a credit on your account for the original merchandise amount and you may go in to the New Rochelle location any day after or on 9/23/2016. Thank you.

Spoke to the guest.  We have delivered the furniture.  We are issuing a $100 gift card today for the delay and inconveniences.

To whom it may concern,You are absolutely right, as 2 claims were opened under your account (Please see attached documents). One was opened under Service Request # [redacted] on 9/16/2013 at which time we requested pictures of the damages so that we could determine the nature of the issue and proceed accordingly. We received no pictures and left a message to which there was no response, and so your request was inherently closed. The second claim was opened under Service Request # [redacted] on 4/22/2014 at which time we once again request pictures and stated we would order parts after receiving pictures. Once again the purpose of these pictures is to assess the damage so that we can order the correct parts. The following day we left a message on your voice mail to remind you to send in pictures. We left another message on 4/23/2014. On 4/25/2014 we left a message and sent an email reminder, to which we received no response. On 4/29/2014 we left another message to request pictures and we offered to re-open the claim once pictures were sent in. Since then we have not heard from you until we received your complaint to the Revdex.com. We did attempt to address your issues within your warranty period, however, due to you being unresponsive and not following our claim process, both claims were closed. At this time you are well out of your warranty period, and so we will not be able to open another claim. If you wish to call into our Customer Care office (###-###-####), we can provide you with information for you to contact craftsmen that we work with for repairs. Any repairs they would make would be out-of-pocket expenses, as you are not covered under warranty. Thank you for your time, and have wonderful day!

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.
Just as expected I went into the store this evening to pick up these pillows, and they are not at the store. Not only are they not here, but they have not even been ordered (per guest services). Not only do I want to keep this case open. I expect to hear from Sharon H[redacted] tomorrow.  This store owes me my complete refund, my pillows, as well as some sort of compensation for this. Once again [redacted], I thank you  for your time.   Sincerely,  [redacted]

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].
Regards,
[redacted]