Ashley Furniture Homestores

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.  There is already an exchange in the system for us to exchange the bed.  It is scheduled to be delivered on 11/1.

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

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,
 
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]

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 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]

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 Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize for any frustration and/or inconveniences the consumer has experienced with their most recent purchase. The consumer has been in contact with multiple levels of...

management, in our customer care department, myself included whereas we attempted to provide the best possible resolutions for the consumer. Due to the inconveniences brought upon the consumer in direct regards to the service visit, the consumer was offered multiple avenues of resolution up to and including: continuation of service as all concerns are considered highly serviceable, exchange of the item, or reselection for different product. The consumer was advised on 4/12/2017 of all possible avenues to resolved and continues to decline all. Please keep in mind a reselection was offered as a courtesy to the consumer in the efforts to right the wrong, not to further escalate and make the consumer to feel "trapped". It was in an effort solely to find an amicable resolution to best meet the consumers needs. The consumer advised a refund was the only option they would accept and was advised that would not be a viable option at this time. At this time we remain ready and willing to address the consumers concerns in any fashion that best meets their needs outside of a refund as previously advised. we truly believe we are making every effort to ensure the consumer is able to fully enjoy their purchase and will continue to do everything within our power to do so. Please advise as to how the consumer would like us to proceed forward at this time.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]

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

I have left the guest a message again this morning and responded to the emails to discuss all the issues to come an agreement than will satisfy both parties.

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 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]

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

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 spoken with the guest.  We are doing a partial delivery on tomorrow of everything but the recliners.  I have offered to refund the delivery fee of $65 for the delay. She declined that.   I have also emailed the gentleman of the orders to see if we can get the chairs any sooner....

 I will update the guest as soon as hear back from him.

Good afternoon,We here at Ashley Furniture sincerely apologize for the concerns the consumer is having with his merchandise and parts that were received. We feel we are doing everything within our power to assist the consumer with his concerns. The consumer did purchase his merchandise in 2012 which would leave him 1 year outside of his manufacture warranty and was advised of such at first point of contact with our office.. Ashley Furniture does provide a 1 year manufacture warranty in which merchandise is serviced in full, parts inclusive. Anything outside of that 1 year is at the responsibility of the extended warranty service company. With that being said, the consumer was advised we were willing to make an exception and install parts he currently had in his home. All service fees were waived and a service technician was sent out to install parts in home. The consumer was advised we would be unable to provide any further service outside of installing previously ordered parts. Please notate the parts in home, to the best of our knowledge, have been there for an estimated time period of six months. The consumer did not inspect parts received and when our technician arrived to the home all parts were found to be damaged. The consumer was in turn advised that parts have since been discontinued and would need to contact their extended warranty for further service. We will, however, continue to seek any possible avenues for obtaining available parts for the consumer. Best Regards,[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 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.

I have spoken with the guest.  She is keeping the loveseat  as is for a $300 discount.  The refund was processed to her card on 8/3.