Ashley Furniture Homestores

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,we here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer did speak to a service representative on 12/31 to address their concerns. The consumer was scheduled for an exchange of the rails for the bed...

on 1/2/15 and all concerns have been considered to have been resolved at that time. Please let me know if we can be of further assistance.Best Regards,[redacted]

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]

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.

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 ###-###-####.

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

Complaint: [redacted]
I am waiting for a technician  to come to my house to repair the sofa. Called on 2/15/16 week and I had to call again today. They informed me the technician will be at my house on Thursday which is unacceptable because I have a Doctor appointment. They failed to call me to notify me they had scheduled ab appointment for the repair. It has been reschedule for March 8. I will wait and see what happen. This has been an ongoing process since Nov. 2015. I wish I could give it back to them, I am tired of waiting. I hope in the future everything will be inspected by Ashely before it leaves the warehouse and I will have someone here with me to check out my purchase.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There is no mention that someone would come and measure my table for the correct size.  I may wind up with the incorrect size again.  Therefore I would prefer to have the pads that are in my home picked up and a refund given.
Regards,
[redacted]

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]

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]

Good Afternoon, We appreciate the opportunity to address our customers concerns. This customer has stated that there is no visibledepression, it only sinks in the middle when her elderly mother lays on themattress. When asked about what the...

mattress is on we were informed that the customer has an old frame with no center support leg.The solution for this customer is to go to the store and speak to her product specialist about purchases a new frame.We would love to partner with this customer and have them make an appointment at the store to come and purchase a bed frame to help resolve there comfort 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]

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.

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

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]

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: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.

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]

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