Ashley Furniture Homestores

To whom this may concern,This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####. If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND SAHAR CUSTOMER...

CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.We assure that none of our furniture contain bedbugs or leave our warehouse without inspection. They are sealed and sent to us directly from the manufacturer but we would like to look further into this situation. Thank you

I have spoken to the guest.  We are picking up all the furniture and refunding them for all issues.  We are giving them a floor model mattress and box spring since at no charge we took their old one.  The store is entering the return to pick up the furniture and submitting the...

refund request.

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.

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.

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The below consumer has been approved for a refund of items in the amount of $557.65, which was issued and mailed on 10/21/16. Unfortunately the check was returned to sender...

by US mail due to concerns with the address listed. I have since reached out to the consumer to confirm the address and the refund check was reissued and mailed on 11/1/16. The consumer has been additionally advised and should expect to receive funds not exceeding 3-7 business days.Please advise if I may be of any additional assistance in addressing the consumers concerns. Sincerely,Deannie F[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]

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]

To Whom It May Concern:
Thank you for contacting Ashley Furniture HomeStore.  Our goal is to delight our customers and we offer several opportunities to our consumers to ensure that they are satisfied with our products.  As the largest furniture manufacture in the United...

States, we cannot have every item displayed in our showrooms.  We provide our customers the opportunity to cancel the product anytime prior to the drive team leaving the customers home.  At every delivery, our drive team contacts our dispatch group and has the customer ensure that they are happy with their product.  During this check out process, our dispatch group speaks to the individual accepting the product and once they confirm that the customer is happy with their products, the customers sign the delivery receipt and the delivery team is released from that stop. At that point, the product is now the consumers.  Since our goal is to delight our customers, we have offered this customer something outside of the terms and conditions of our sale (please see attachment).  Our Customer Care team offered this customer the opportunity to reselect new product in our showroom.  With this option we require the customer to purchase in stock products, and to pay a handling fee of $199.99 and a redelivery fee.  This particular customer was not happy with that option.  This option would need to be resolved within 3 days from the original delivery date and the customer would have to return the product in their home in the same condition in which we originally delivered it.
Ashley Furniture HomeStore is committed to delighting our customers.  We would love the opportunity to coordinate a meeting between the consumer and the showroom. 
Please let me know if there is a particular time that would work out well. 
 
Have a great day,
Melanie
[redacted] Ext. [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.
[Purchased in full, a 3 piece living room set at Ashley Furniture on 12/4/2015. The receipt stated estimated delivery would be 2 weeks. This was a false and deceptive estimation. After two months of waiting and almost no contact from Ashley furniture, I disputed the charge with my credit card company and the purchase was refunded. I re-visited the store to get a grasp of what happened and the regional manager of Ashley furniture apologized and advised it was an oversight, mistake, whatever, and assured me that if re-ordered, she could get the furniture delivered with in a few weeks. Well, a month later, the furniture was delivered but it was structurally damaged. Parts of the couch were falling apart, and the seams on the sofa were stitched crooked, fabric sticking out in places. It appeared to be assembled in a hurry. After countless calls to Ashley Furniture customer service, the director of customer service advised she would replace the furniture, taking several more weeks to do so. I had already heard that line from Ashley Furniture, so I simply asked the director to call me the following day with clear communication regarding exactly when the furniture would come. The director of customer service never called me, so I went out and purchased new furniture else where. The director of customer service emailed me and apologized for not calling but it was too late. This process has taken over 4 months and was an absolute nightmare. I have just received a message from the director of customer service stating that no refund will take place. I have to now take time from work to file paperwork to resolve this matter.]
Regards,
[redacted]

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

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize the consumer has experienced concerns with their extended warranty company in regards to the service of their merchandise....

While I must advise that the extended warranty is neither owned not operated by Ashley Furniture, we are pleased to offer any assistance we can ensuring their concerns are resolved going forward in a timely manner. We do however, need to request additional information from the consumer so that we may better assist the consumer as we were unable to locate their information with MFS. Perhaps the consumer can verify the claim number or name on the claim so we may ensure we are working with the correct information. Upon verifying the claim we are pleased to assist further.Best Regards,
Deannie F[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize this has went unresolved for the consumer. [redacted] has contacted the consumer and a refund has been processed for all funds owed. It is...

to my understanding the consumer found the resolution to be satisfactory and all concerns have been considered to have been resolve in full at this time. Please advise if I can be of any further assistance to the consumer and it would be my pleasure to assist in any way I can.Best Regards,[redacted]?

I just spoke with Meline at Ashley and so far this complaint is NOT satisfied !  They have very few ( real ) leather options of furniture at Ashley. I did find a set ( lenoris set) and wanted to see it before I purchased ( again this is going to cost me more money) I thought I could work with them. I Went to 2 of their locations and neither had one on display . I asked if they were getting any in and Meline could not say, she called me back and said the closes est  store is in Westchester county some 50+ miles away that had one. other than that there was nothing else they could do. I asked Meline if she could find out and let me know if their Lake grove store would be getting one in the near future and I would wait a little while to go see it. I am waiting for her to and let me know. Store credit is fine as long as there is something that I like and can see. at this time a refund may be the only way to fix this where I can go and sit on the furniture, like I did when  I bought this and every other piece of furniture.
    Please re open , I think that may be the only way I get a response . Although courteous, She did mention that the complaint was satisfied by the B.B.B .  I found a set online , tried to look at it , I have been trying to work with them , but at this time store credit for something I cannot see is not being treated fairly, give me a refund and I will have to shop some where else.

To Whom It May Concern:
We apologize that the customer is not satisfied with the product.  Ashley Furniture HomeStore offers a one year limited manufacture warranty.  At this point, the product has had several evaluations and our craftsman have continuously have determined that the item is up to manufacturing standards.  For a full understanding of what is covered under our warranty, please click on this link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx  At this time, we have tried to satisfy the customer multiple times with the same results. 
Thank you for your assistance in this matter,
Melanie

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.Furniture was purchased on 6/4returned on 6/8processed on 7/7received check on 7/16did not receive refund for 30 business days, was told by store manager (chad) that refund would be made in 7 to 14 days. This is an unacceptable time frame.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 had reached out to the store on several other occasions before actually talking to someone about the issue. I had left 3 messages for a call back about my concern before I drove to the store to ask about it in person. I was told the manager was not in, but would give me a phone call the next day to discuss my concerns. However, while there the employee at the desk apologized and stated they use a waterfall system when running your credit. I expressed my concerns that I was told they were running a credit report on me to see what I could qualify for. It was never told to me that this would be actually opening up a line of credit for me. Additionally, I was never given a packet from them nor did I sign anything saying I agreed to open up an account through them. She said this is where the waterfall system came into play. They run a credit report and then it automatically gets sent to the first bank that approves the customer. They apologized that this was not explained to me and again told me the manager would reach out to me tomorrow to further discuss the issue with me. I never agreed to have an account opened, only for them to run a credit report on me. I specifically asked the sales rep this and he confirmed saying it would be a 'soft hit' on my score. I would like my credit report to show that this account was not opened nor approved to be opened by me. 
Regards,
[redacted]

I have spoken with the guest this morning and explained I just resubmitted the refund request yesterday since I wasn't sure when the store submitted it.  It normally take 10 day from the time it was submitted.  I emailed the accounting department again for a status.  I will follow up with the guest as soon as I got a status

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize we have been unsuccessful in reaching an amicable resolution for the consumer at this time. We do feel we have done everything within our power to...

resolve the consumers concerns, as well as gone above and beyond our normal operating procedures to do so. Please allow me to provide further information. The consumer picked up the aforementioned merchandise on 2/14/15 as all delivery services were declined at point of purchase. Upon doing so the consumer does sign a terms and conditions whereas they are advised of our pick up policy and procedures. The consumer is provided the opportunity to inspect all merchandise at the time of pick up and is required to sign and document that all items were received in good condition. On 2/14/15 after returning home with the merchandise the consumer contacted the store to request assembly. The consumer was offered to assemble all merchandise for a $25 assembly as per our policy and procedures. The consumer declined all services. On 2/15/15, the consumer called into the store and advised she was having difficulty putting the merchandise together and it was damaged. Please keep in mind we can not be certain as to when the damage incurred as the consumer did document and sign for all merchandise being of good condition on 2/14/15. In the efforts to resolve the consumers concerns we did send a service technician to her home to assist in assembly and inspect for damage. All applicable fees were waived for the service. The service technicians findings we re that the items were damaged beyond repair. Customer service contacted the consumer and advised the we would be pleased to exchange the merchandise via delivery at no additional charge to the consumer. On 4/1 the consumer received and refused the exchange as she remain unsatisfied. We placed new items on order for the consumer and scheduled a second attempt exchange on 5/19, wheras the consumer accepted the delivery and made notations of her request to reorder and exchange. I spoke to the consumer on 5/20 and advised that I would be more than willing to address her concerns, however, I would need to have the opportunity to further research as I was unable to view the merchandise recently delivered and would need to educate myself further on her concerns so that I may ensure we address accordingly.  I have since reviewed the pictures of items delivered and cannot concur as to the damage as it is not visible in the picture provided by the delivery company and the consumer refused our request for further pictures. We do however understand that the consumer remains displeased  with her delivered items and would like to reach an amicable agreement to resolve her concerns. I have been authorized to offer the consumer a $100 credit towards the item purchased, to be given back in the original form of payment to keep the items as is. Should the consumer agree to offer we will be pleased to move forward in processing the $100 refund.Best Regards,[redacted]

Good Afternoon, We here at Ashley Homestore would like tothank you for bringing this consumers concerns to our attention. Our customer care department is currently diligently working with the consumer to address their concerns. At this time the consumer is currently on schedule for a service...

technician to address their concerns on 10/1/2016. We are confident we will be able to provide full resolution to the consumer upon completion of the service. I am pleased to provide an additional update in regards to service completed at a later date. Please feel free to contact us with any additional questions or concerns in the interim.  Sincerely,Deannie F[redacted]