Ashley Furniture Homestores

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..

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]

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]

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.

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]

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 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]

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

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: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]

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

[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]

Good Afternoon,Thank you for bringing this consumers concerns to our attention. We have contacted the consumer to further discuss their concerns. The consumer was offered and accepted a gift card to visit one of our locations for the inconveniences experienced. At this time all services have...

been  rendered in full and the consumer has advised they were satisfied with the compensation provided. Please feel to advise if we may be of any additional assistance in ensuring the consumer remains pleased with their Ashley purchase.Sincerely,Deannie F[redacted]

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.
The issue at hand with Ashley is the deliberate misleading of their customers with incorrect statements such as, "buy the extended warranty as ALL defects are covered".  My wife and I both repeatedly asked the sales lady if the sofa was damaged by my young kids would this be covered and we were told, "everything is covered - no exceptions".  Whether the warranty company is owned by Ashley or not is irrelevant since if we had been told, "read the warranty and here are the exclusions" I would never have purchased the warranty.  
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Please allow me to take a few moments to provide further information as to how we addressed the consumers concerns in regards to her piers and the service...

we provided in addressing her concerns.Original delivery date to the consumer was on 11/18/14. Shortly after the consumer advised she was displeased with her piers as the doors were not opening/closing in the preferred direction and believed them to be incorrectly installed. Please keep in mind that is in the manufacture design of this product for the doors to be interchangeable for consumer preference purposes. An exchange was offered to the consumer at that time as the consumer remained displeased with the original delivered items. The exchange on 12/18/15 was refused due to the pier doors having the same concerns as before. In turn a technician was sent to her home on 2/11/15 to assist in making the proper adjustments to the pier doors so that they meet the consumers needs. The consumer was displeased with the advisement to have the doors adjusted in home and requested new to be ordered. The request was honored and we attempted to exchange for new on 4/4 and again on 5/1. Both attempts to exchange were refused due to the same concerns as the consumer did not want the doors installed prior to delivery. It was ultimately advised to the consumer the pier doors were installed at factory level, however, we would be pleased to adjust the doors prior to delivery. The consumer requested new to be ordered again and the request was honored. New items were ordered for the consumer and were delivered and accepted by the consumer on 6/11/15. All services were considered rendered in full at that time. In regards to the offer to extend a gift card. We do apologize the consumer was not pleased with our offer. However, it was offered with all good intentions to the consumer as a courtesy as she was displeased wither experience.We do apologize the consumer remains displeased that further compensation was not provided. However, we do feel we have done everything within our power to address the consumers concerns in a timely and professional manner in an attempt to exceed her services expectations. At this time all concerns brought forth from this consumer have been considered fully resolved and services rendered in full. Should the consumer have any additional concerns with her purchase we would be our pleasure to provide further assistance.Best Regards,[redacted]At this time we here at Ashley Furniture Homestore  have done everything with in our power to address the consumers concerns in a timely and professional manner to ensure customer service expectations were exceeded at all points of interaction. All concerns are considered to be fully resolved at this time and services have been fully rendered. Should the consumer have any additional concerns with her merchandise it would be our pleasure to further assist her in any way we can.Best Regards,

Good Afternoon, Please allow me to provide additional update on the consumer. The consumer receieved delivery of the correct merchandise on 2/10/16. Imperfctions were found on the unit and parts were placed on order and shippe to the consumer on 2/16/16. Our customer care department spoke to the consumer and placed on schedule for a service technician to install on 3/15/16. We are confident all merchandise concerns will be resolved in full on the aforementioned service date. In regards to the home damage, it is unclear as to which delivery date the consumer is correlating this back to. We would need additional clarification as to which delivery this occured on as we do have multiple delivery companies completing our deliveries. We would also reques pictures of the dmage for review. In regards to the credit card fraud claim, this has not been brought to attention and we request further information n the consumers concern with the credit card. Best Regards,Deannie F[redacted]

To Whom It May Concern:
 
As previously stated, this customer's concern would be resolved through the customers protection plan.  As a courtesy, Ashley Furniture HomeStore covered the cost of the parts to repair the customer's concern.  If the customer would like additional assistance with the protection plan company, please have him contact our customer care team at ###-###-####.
 
Thank you,
Melanie

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

Complaint: [redacted]
I am rejecting this response because:
Enough with the runaround, this is really unacceptable from Ashley.  Once again,  Ashley is clearly fully aware of these peeling product issues and therefore, should address it by replacing the sofa or providing full refund.  We purchased this sofa from Ashley and it was sold to us as genuine leather by Ashely and Ashley representative, not the manufacturer and therefore Ashley should respond to us by providing a fair compensation for full refund or equal value credit.  I am sure there is way Ashely should be able to track down the serial number or process my claim with the product number included on the original invoice we have and have provided to Ashley several times.  We should not be responsible for your poor and inefficient system of records, your system inability to track back orders older than 4 years is not our responsibility and it’s simply unacceptable and probably another false statement. We also provided copies of all the labels included in the sofa. It's really unacceptable that Ashley knowing they have a peeling defect is not taking ownership of this issue and furthermore unable to quickly come to a resolution and provide clients with a replacement item or credit of original value.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that a resolution will not be reach between the Ashley and myself.  Actually no resolution given at all.  So with that I will stop trying and family\friends will just end our business with Ashley.  Thanks for helping me try but Ashley just doesn't want to do anything but take money and offer services on their own time with no regards for the customer.
Regards,[redacted]