Ashley Furniture Homestores

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]

I have left a message for the guest to discuss..

To Whom It May Concern:Bedding is very subjective to the user.  This mattress did have a recent change, however the model numbers also changed and the customer did not receive the updated product.  Since the customer is so unhappy with the purchase and the bed is not considered defective...

under the manufacturer warranty guidelines, we cannot offer a full replacement.  We would be happy to partner with the customer and we can offer the customer the option of a reselection under the following conditions: the customer would have to pay 40% of the original purchase price of the mattress in a disposal fee and the remaining 60% would be used as a credit towards the purchase of a new mattress.  With this option all discounts and sales promotions would not apply and the customer would have to pay a new delivery fee.  If this customer would like to take advantage of this option, please contact our customer care department at ###-###-####.

To Whom It May Concern:Thank you for taking the time to bring this matter to our attention.  At Ashley Furniture we are committed to assisting you with your concerns.  Please reach out to me directly, so we can evaluate your servicing issue and partner together towards a resolution. ...

I see that we closed out your previous service after the cushions that the specialist recommended were delivered.  If that did not resolve your concerns, then we will need to send out another Service Specialist to evaluate the product as per our manufacturer warranty.

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,

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

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]

I was unable to respond regarding the below customer on the website. Please let me know what additional details you may need. Per our notations from our customer service log repairs were completed per the service technician report . Our staff left messages  with the consumer to follow upto...

ensure the repairs were completed to her satisfaction, however, to our knowledge the consumer did not return our attempts to follow up. Service was closed as completed. Please let us know if any other services are needed and we are happy to assist. In regards to the request for the table to be replaced, our notes show that the customer was advised that while we approach service first as we believe in the result, we would move forward with an exchange should they not be fully satisfied with the outcome. 10/13(AS) PER TECH NOTES SM TOUCHED UP TABLE CORNER COMP/DEL10/13/2017 10/11 DS TECH NOTES 10/04: SM TOUCHED UP THE TABLE CORNER. COMP/DEL. LEFT V/M ON MRS TO F/U ABOUT THE TECH VISIT. WAITING TO HEAR BACK FROM THE CUST.10/11/2017  Thanks,Ashley Furniture HomeStoresTrivett's Furniture T & T Distribution, LLC

spoke to guest.  The reason for the delay is we are waiting on 2 items to arrive from the manufacturer on 4/19.  We have scheduled the delivery for 4/21.

Good Afternoon,
 
Thank you for bringing this to our attention. We were truly unaware the consumers concerns have remained unresolved to his satisfaction. I have personally reached out to him today to further address his concerns and re-establish the lost connection. I have left my contact information via voicemail as well as reached out to the customer via email as of today. Please rest assure we have all intentions of ensuring the consumer is pleased with his purchase and I will personally do everything with in my power to ensure full resolution is provided in a swift and efficient manner going forward.
Please feel free to contact me should you have any additional questions or concerns in the interim while I work to resolve the consumers concerns.
 
Sincerely,
Deannie

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 contacted the consumer on 2/20/16 to...

advise we would be offering a store credit to reselect on the items the consumer currently has in home. The consumer has advised he was pleased with the resolution offered and is currently in the reselection process of his order. Once the consumer has selected the new items, we will place on order to prepare for an exchange of his items he currently has in home. Please feel free to contact me should you have ay questions in the interim.Best Regards,Deannie [redacted]

Revdex.com:
This is all just ridiculous. A claim and pictures were sent to Stephanie on the date of the last delivery immediately after the damage occurred. As far as the credit card fraud issue, I personally told Miss F[redacted] about it in our first encounter and she got offended that I even mentioned it. But, most of my dealings for the fraud issues were with the sales manager at the Ashley store, Ron C[redacted]. I've also mentioned it to Stephanie and Robin while calling about other issues. Including the delivery men missing delivery and lying about waiting the appropriate for me to return their call. Which I also proved they did not by sending my call history to Robin. I am fed up. Plain and simple. I want compensation for my time and grief,  or I want my money back. As well as information on the supposed investigation of my credit information being stolen. The attorney general and the authorities are my next step as well as seeking counsel from an attorney.
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.]
Regards,
[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attention. Upon further review of the consumers request, the order was cancelled and the consumer was refunded in full on 7/13/2016. All concerns for this consumer have been considered...

to have been resolved in full and to the consumers satisfaction.Please advise if we may be of any additional assistance to the consumer. Sincerely, Deannie F[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]

I am rejecting this response because: This response does not answer...

our original complaint. Their response only highlights a portion of a warranty. It does not state who to contact, what to do next, or if we will be charged for the repair. It does not state anything regarding repairing our item in anyway.

Thank you for the clarification of the concern, as well as the contact number for the purchaser [redacted] so that I may personally investigate into her concern as this was not the information I have been provided. All information provided to the Revdex.com was to the best of my knowledge and understanding and in no way would  I intentionally misrepresent myself, my company, nor my customers. Please accept my apologies for any confusion. In direct regards to the concerns at hand. A technician did come to the consumers home and did advise all concerns could be addressed with parts. However, after speaking with Mrs. [redacted] I have advised that we would be pleased to offer an exchange in lieu of service as it is truly our goal to ensure customer satisfaction.I have given Mrs. [redacted] my contact information as well should at any time her concerns are not being addressed to her upmost satisfaction going forward.Thanks,Deannie [redacted]

c
I am rejecting this response because:
 This is NOT "working with the customer"! Making us pay 40% of a bed that you are fully admitting had a factory change and is NOT the original bed that we ordered is disgraceful! Paying 40% of the bed is the original return policy for someone who has just decided that they do not like their purchase. This is NOT the case here. I will repeat: there WAS a factory change, which you HAVE admitted to; this is NOT the original bed we ordered, ASHLEY must hold up to their "high" customer service standards and provide a FULL 100% store credit for THEIR mistake. If we were notified of this change PRIOR to delivery we would never have accepted it! This is not a case of a "customer's personal preference" but of Ashley Furniture trying to swindle a customer into paying for a very expensive bed that is not what they ordered. We are not even askig for money back, just a 100% store credit. If this does not happen, we will take legal action.
c

To Whom It May Concern:
 
Ashley Furniture HomeStore offers a five year protection plan against incidents and accidents.  When we sell a protection plan we actually have the protection plan company send out a full copy of the warranty that explains that each instance must be...

related to a particular incident or accident.  As a jester of goodwill, we would like to send out our own specialists to evaluate the concerns and ultimately assist with a resolution.  Please contact us at your convenience [redacted].  Please make sure the representative is aware that the file is noted of this special accommodation.   
Thank you for you business,
Melanie

I have left a message for the guest to discuss the issues..

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.] I have tried to work with this company to try to resolve this issue, but as of yesterday, they sent me another table out that was worst that the one that I have. I am convinced that they are selling scratch and dent furniture and trying to pass it off as being new. The customer service representative named [redacted], was so rude and unfriendly. she made the statement again that its only some scratches. I paid full price for a brand new table set and that is what I expect.
Regards,
[redacted]