Ashley Furniture Homestores

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. 
Regards,
[redacted]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has been in contact with the consumer to further address and discuss their concerns. The...

consumers order was cancelled in full on 4/6/16. The consumer was refunded in full and no additional cancellation charges were applied due to the delay. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. Please feel free to contact me should you have any additional questions or concerns in regards to this consumer. 
Sincerely,
Deannie F[redacted]

Good Afternoon,
Thank you for bringing this consumers concerns to our attention. Please allow me to formally apologize on behalf of Ashley Homestore for any inconveniences the consumer may have experienced in awaiting the delivery of her most recent purchase. I am pleased to...

advise at this time that the consumer was delivered in full on 12/7/16 and all services have ben rendered in full at this time.Please advise if there are any additional measures to be taken to further inmprove the consumers experience or if I may be of any additional assistance.
Sincerely,
Deannie F[redacted]

To whom this may concern,
 
We have taken the time to look into your account and the paperwork seems to match up correctly, have you tried contacting Synchrony directly? We left a message on the phone number provided so we can discuss and go over the transactions you have and...

what we have on file, hopefully this helps correct any confusion. Please call the number that we have provided on the voicemail and ask to speak directly with [redacted] so she may partner with you and come to a resolution. 
Have a wonderful evening

To Whom It May Concern:This issue was resolved.  The customer had a configuration change.

To Whom It May Concern:
This customer accepted an exchange on 11/6/15.  Please let me know if I can assist you further.
Thanks,
Melanie

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 [redacted] some photos that were taken only 2 months after taking possession of what was supposed to be NEW furniture. This furniture is not misused in any way. There are only 3 adults that live my home. This is a result of low quality merchandise that they charge higher quality prices for. If this has occured due to misuse, why doesn't my other furniture have the same issues? It was in the same location as this furniture prior to my recent purchase. I won't say that we only sit on it with our Pj's on because that is simply not true, but we don't use it any different then our other furniture or the way most families use their living room furniture. I can other photos if necessary. If they would take a look at the reviews posted on their [redacted] page and on [redacted], they would see they have quite a few unhappy customers. I wish I had looked first. Regards,[redacted]

Good Afternoon,We here at Ashley Hoemstore 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 her concerns,. The consumer did experience peeling concerns as advised from a sofa purchased...

per the consumers advisement in 2015. Our customer care department worked with the consumer to seek a manufacture credit for the unit. The consumer was offered [redacted]% credit on the unit to be utilized to reselect a different item for equal or greater value. I do sincerely apologize that the consumer was displeased with our policies and procedures during this process. It is of our policy and procedures that the consumer bee responsible for any differences in price for items chosen of higher value. Consumers are responsible for a redelivery fee as this is treated as a new sale correlating with the new items delivered. Delivery in itself is  considered a service that is rendered and correlated fees do apply. While we can empathize with the consumer that she was unpleased with the original purchase do to the product peeling we truly have done everything within our power to assit her to ensure she is pleased with the Ashley product in her home. All concerns for this consumer have ben considered to have been resolved in full as the consumer has selected, purchased and taken possession of the reselected merchandise utilizing the store credit. we do ask that the consumer be advised that our company is solely a distributor and any efforts on our part were to address her concerns with the manufacturing of the product.Please feel free to advise if any additional information is needed to reflect our efforts to address this consumers concerns to the upmost standards of customer service.Sincerely,Deannie F[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 although I do not find the response regarding the warranty specifics satisfactory to me, my problem has since been resolved.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. We do apologize the consumer has not been satisfied with the options provided to address her concerns.In regards to the concerns from the consumer...

in regards to being delivered used merchandise. The consumer was advised the merchandise delivered to her home was delivered new from the manufacture, as merchandise is specifically ordered for our consumers at the time of purchase. The consumer was also advised at no time would we allow used merchandise to be delivered as it is prohibited per Virginia state law and against our own policies and procedures to do so.In regards to the condition of the merchandise, a service technician was sent to the consumers home to inspect and assess the condition of the delivered merchandise. The merchandise was found to meet all manufacture specifications at that time. The consumer remained dissatisfied and cushion casings and cores were placed on order as a courtesy. The consumer has since refused all efforts to address her concerns via repairs and the offer was extended to pick up and refund the merchandise with a 30% restocking fee. The consumer was advised the 30% restocking fee was implemented solely due to our advisement that the all merchandise was delivered in full, new and met all manufacture specifications. Per the consumers advisement in the letter brought forth we do feel we have made a genuine effort to come to an amicable and fair resolution to resolve her concerns. As previously advised we are more than pleased to address the consumers concerns as originally advised via service. Pictures are furnish able upon request to support our findings with the consumers merchandise.   Best Regards,[redacted]

To Whom it May Concern,
We have received your claim and are currently researching your issue.
 
Our goal is to partner with you and come up with a resolution that can create a raving fan. I will follow up with you by the close of business today.
 
Have a...

wonderful Day.

Spoke with guest and explained that the Protection plan not canceled.  The protection plan was purchased on 3/11 and the guest said she called on 4/28 to cancel.  If you decide to cancel the plan you have to cancel with in the first 30 days.  The guest doesn't know who she spoke with...

at Ashley to cancel.  I explained to the guest the protection plan was still in force and if she didn't use it in the 5 years she would then get an in store credit for the purchase price of the plan.

To Whom It May Concern:We apologize for any misunderstanding on behalf of the consumer.  We offer a one year manufacture's warranty which covers manufacturing defects only.  Ashley Furniture HomeStore also offers a five year accidental protection plan for purchase.  Our accidental...

protection plan only applies if the customer experiences an incident or an accident and reports the issue under the guidelines of the contract that they mail to the consumer.  When we are selling the protection plan, our sales team provides tear off sheets that provide an overview to the consumer.  This customer is eligible to contact the protection plan to request a cancelation.  If they decide to cancel the protection plan company will provide a prorated refund amount.  If the customer has any further questions, please have them contact the customer care department at [redacted]. Thank you, [redacted]

I have left a message.  According to our system we have delivered the chest and refunded the guest visa for the discount.

To Whom It May Concern:This consumer accepted this product back on April 29th, 2016.  The first indication that the consumer was not happy with the color of the product was on a phone call that took place on June 8th, 2016.  Since so much time had elapsed and the consumer had an authorized...

agent accept the product, Ashley Furniture HomeStore will not authorize an exchange.  In an effort to delight this guest we are willing to offer this customer a 20% discount off the sofa, loveseat and ottoman to keep the items.  Please have the consumer acknowledge acceptance of the offer and we will process the paperwork.Thank you, [redacted]

I have left a message for the guest.  There is already an exchange in the system for us to exchange the bed.  It is scheduled to be delivered on 11/1.

I have tried to call the guest but can't leave a message.  I will get the delivery fee refunded and the bed pick up if we have not.  I will continue trying to reach the guest.

To Whom It May Concern:I am sorry that we have not been able to resolve your issue to date.  As previously stated, we have been trying to contact you unsuccessfully for some time.  We would like to resolve your concerns and would be happy to schedule a visit from our Certified Specialist on Saturday, September 27th.  We would need to confirm this appointment with you prior to Friday, September 26th.  Please contact me directly at [redacted] Ext. [redacted] to confirm.Thank you, Melanie PAshley Furniture HomeStore

Here is the dates that I have called the guest since you provided me with the correct number.  As you can see I have tried to return the guest call.  I will continue to try to reach the guest.   4/16  I spoke to the Revdex.com again.  They provided me with a new number.  I updated the system, left a message on the new number and replied to the Revdex.com. 4/17  left message.  4/20  left message.  Tried to return call.  left message.  4/21  left message

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attention. Upon review of the account I am pleased to confirm all items are ready and available for delivery at the consumers earliest convenience. However, pleased be...

advised while additionally looking into the account I do see the consumer has been advised they must contact the store prior to delivery to make payment. Upon receipt of we are more than pleased to schedule and coordinate this delivery for her. In regards to the financing, I do apologize for any inconveniences the consumer may have experienced in having to refinance the order due to expiration. We certainly empathize with the consumer, however, each financing company has individual terms and conditions as a creditor that is not directly related to Ashley Homestore. We are pleased however  to mediate and assist the consumer should they have any concerns with their financer such as this.
Please advise if I may be of any additional assistance to the consumer in addressing their delivery and purchasing needs.
 
Sincerely,
Deannie F[redacted]