Ashley Furniture Homestores

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]

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]

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]

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]

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.

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]

The guest has picked up the furniture and we are refunding $300 for the inconvenience.

I have left a message for the guest to inform her we refunded the $1251.89 for the mattress back to her financing on 11/10

[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. 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]On November 15, 2017 I visited the Ashley Furniture store in [redacted], VA and accepted replacement of the rocker/recliner. I anticipate the delivery of the replacement very shortly. Thank you so much for your assistance in this matter.

After reviewing your decision on this matter I want to make clear that on the date of delivery I immediately manifested that there were damages. Upon delivery of goods I made clear to the delivery men that I did not want to keep the goods because they were damaged. Your delivery men called customer service verifying the deliver of goods and put me on the line on their personal phone to voice my refusal to accept the goods do to damages I found. Who further instructed me to keep the goods and wait for a technician to come to my home to review the issues.  I was also instructed to take pictures and submit them to customer service for review. Which was done immediately, that was the proof there were damages to the furniture. I was never offered to return the furniture as a possibility. But that they had to send a tech to verify my claims. So I followed your request all along believing with good faith your company  would take care of the problem.  Now you want to tell me I didn't return it. Even after your first attempt to switch out the table failled I spoke to your customer service department told them to take everything back and they refused yet again. Remember this is a set I am not willing to brake it up and keep some parts. This is wood grain finished furniture, 3 pieces that match. I also noticed that you did not  mention the sofa damages. Such as the wood grain panel and leather fabric that you sent to repair the sofa. Which are still in my home, inside of the boxes they were delivered in, which serve as proof of significant issues with the sofa. It was never fully repaired. Your company broke the contract from the day it was delivered and I made clear that I did not want to accept the goods at that exact moment. In that same moment your delivery team put me on the line with your customer service rep who told me my option was to keep it at my residence and have a tech verify my claims. She did not allow me to return it as I had stated to the delivery team. Your business practices are fraudulent, it only insured that your needs were met not at all protecting the customer. I have considered your offer on the delivery inconvenience as  refund for my trouble, but you are only giving me a deduction on the table not on the sofa, of which was only partially repaired. That is not enough, therefore I insist to return the complete set for a full refund. The only way I will accept to keep the furniture is for a total deduction of $337.99 plus taxes paid on that amount. Of which would include $129.99 for delivery + 20% of the table at $98.00 + 10% of the sofa for $110.00 = a total of $337.99 + tax. After all I went to buy NEW not damaged, repaired, or refurbished furniture. I have complied with my obligations and alerted your company promptly every time with every arising issue. I should not be responsible for your customer service advising me to keep the furniture when on the day of delivery I asked to have everything returned. Further more I followed every instruction I was given by your staff all along in order to resolve the situation. If needed I will continue to use all availabe channels to find a way to resolve my problem.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I have left another message for the guest to discuss a resolution.  I have left my direct line on the voice message each time so he will not have to call the 1-800 number.  I will continue trying to reach the guest.

Good Morning,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have been direct contact with the consumer via email on multiple occasions. On each occasion the consumer has been advised we...

have placed a new headboard on order per our service technicians advisement so we may rectify the consumers concerns. The consumer has been advised the headboard is ready and available for an exchange at their earliest convenience. The consumer has not allotted for the exchange of the headboard and has requested to have all components of the bed to be exchanged. In communications with the consumer I have asked for any additional information pertinent to the request. The consumer has been unable to offer any information as to specific concerns with additional pieces, however, will not accept the exchange with out the additional components. The consumer was advised that we would be unable to exchange any merchandise with out confirmation of the concern. To the bets of our knowledge and per the service technician's findings we are unable to establish any additional concerns with the remaining merchandise. We are pleased to address the consumers concerns and are ready and able to exchange the headboard at any time the consumer so chooses to allow us to do so. Any additional request for an exchange will require additional information to document and further address the concerns. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the offer 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 statements made by the company are inaccurate. If I were allowed to explain on the phone the entire situation, which I was not, the store would understand the bed bug bites appeared immediately after delivery of the furniture. We did not know they were bed bugs until June. When the furniture was delivered in March, the headboard, footboard, and bedframe were unpackaged. The headboard had a "return" label on it and one of the drawers in the footboard had a "damage" tag in it. We were assured there was nothing wrong with it by the delivery person and did not see noticeable damage. Therefore, we did not receive brand new furniture as the store claims. From April to June, we were being bitten. As soon as we discovered bed bugs on June 23rd, we contacted the store immediately, not June 26th. On June 24th, we were promised a call regarding a solution to our complaint within 24 hours, but did not receive one until June 26th.
It is not a coincidence that immediately after the arrival of an opened, upholstered headboard, we started to get bed bug bites. The pest control company's canine dog found bed bugs only in the headboard. Again, that is not a coincidence. While were explained how bed bugs live and travel (which we already knew) they were not found in any other location in our house and were not brought in on luggage (which was not used at this time) or clothing. The facts are that whether the store will admit it or not, we were not delivered new merchandise. 
 Regards,
[redacted]

Good Afternoon,
Thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced during the delivery process. Upon further review of the consumers concerns we have found all...

items to have been delivered in full as of 12/27/16 and services have been rendered to completion. Please advise if there are any additional measures required to be taken at this time to ensure the consumer is 100 % satisfied with the delivery and items received.Sincerely,
Deannie F[redacted]

Good Afternoon,   We here at Ashley Homestore in [redacted] would like to thank you for bringing this consumers concerns to our attention. Please allow me to apologize on behalf of Ashley Homestore for an inconveniences the consumer has experienced in the delivery of their most recent...

purchase. The consumer’s feedback for the delivery is greatly appreciated. While our expectation is that the consumer is home and available for the entire day of delivery and advise the window to be an estimate, we certainly can understand there are impeding situations that may require re-direction. In this particular instance the consumer was rescheduled and redelivered on a future date due to the conflicting schedule.   Please be advised we take great care to remain transparent in all policies and procedures at time of sale via our terms and conditions that is signed and initialed by the consumer at point of sale. In our terms in conditions we do advise all delivery times provided are solely an estimate and the consumer is expected to be available for the duration of the day. It is also stated that should the consumer not be at home or available for delivery, re-delivery fees are applicable. All rescheduling fees associated with the re-delivery were waived due to the consumer’s inconvenience. Our customer care department is pleased to reach out to the consumer to further discuss their experience and ensure all necessary measures have been taken to address the consumers concerns and improve the guest experience. However, we would be unable to provide a refund for the delivery fee. While we do certainly understand and empathize with the consumer’s experience, delivery services have been rendered in full.   Please feel free to contact me should you have any additional questions or concerns in regards to this consumer.   Sincerely,   Deannie F[redacted]

We are pleased to provide further update on [redacted]. The consumer was experiencing peeling concerns with her recliner and we are prepared to offer full resolution of the concern. Our Customer Care has been in contact with the manufacture on behalf  of the consumer. We were able to obtain...

credit for the piece and have reached out to the consumer to offer store credit so that the consumer may re-select on the merchandise. we are confident this will resolve all concerns in full. Please let us know if we may be of any additional assistance. Sincerely, Ashley Furniture HomeStoresTrivett's Furniture T & T Distribution, LLC [redacted]

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I did have the opportunity to speak to the consumer prior to receiving the business complaint. I did review her concerns with her and was able to...

schedule her for delivery on 8/5/15. I advised the consumer the items were arriving earlier than originally advised in which she was seemingly pleased that we were able to deliver the items sooner than expected. I have also advised myself as a point of contact should she have additional concerns with her purchase so that I may personally address.In regards to the delivery fee. I did advise the consumer that we would be unable to refund the delivery fee at this time. While I do empathize with her concerns of the delay of delivery, ultimately we will be able to render the services of delivery in full upon her scheduled delivery date of the merchandise. I would, however, be pleased to extend the offer of a gift card to Ashley Furniture Homestore to be used at a later date for any inconveniences the delay in delivery may have caused her. Best Regards,[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Please allow for me to provide additional details in regards to the consumers concerns. The consumer was brought to attention to myself...

during her interactions with our customer care center. The consumer was requesting as advised in the letter to Revdex.com for an exchange of all items due to her relocating on the 29th. The consumers work order and pictures of all merchandise were further reviewed upon receiving our request. Ultimately, after continuation of review of her concerns it was brought to light what the consumer was experiencing was pilling and not a manufacture defect. The consumer was advised that it was our findings that the sectional was within manufacture specifications and pilling is a natural occurrence of many fabrics. The consumer remained unpleased and after further communicating with her it was agreed upon that we would install all previously ordered parts for the sofa, chaise and sectional. The consumer agreed to as an amicable resolution for both parties. The consumer also made mention prior to installation that the parts ordered  were not a perfect color match. The consumer was advised that the manufacture would be unable to guarantee die lot, the consumer agreed to continue with installation of parts ordered. All service discussed and agreed upon with the consumer was completed on 8/25/16. The consumer has since advised they remained unpleased due to the color variation. In which at that time I did speak to the consumer to reconfirm our discussion prior to installation of parts. We do apologize the consumer remains unpleased, however, the consumer was advised prior to as well as upon completion of service the installation of parts ordered was out of courtesy to the consumer to ensure a high level of customer service and that we remained firm that we found no manufacture defects with the units. We sincerely apologize the consumer remains unpleased, however, we truly feel that we have done all with in our power to resolve her concerns at this time. 
Sincerely,
Deannie F[redacted]

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.Regards,[redacted]
This is in reference to my previous complaint whit which I am not satisfied with the resolution Sharon H[redacted] has provided , Enclosed is the invoice from the the repair technician who represents ashley furniture. He indicated that the furniture needs replaced, I have stated prior to his invoice the furniture needs replaced. Yet Sharon H[redacted] still refuses to replace, she is only willing to repair. The same day the tech was at my house I emailed Sharon what the representative of ashley stated , furniture needs replaced,  up to this point I have been more than patient on having this replaced. Now I want my money BACK!  A complaint has been filed with the Indiana attorney general also    The representatives name is Jose R[redacted] who is a contractor who represents Ashley furniture

I have left a message for the guest to try an resolve.