Ashley Furniture Homestores

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.

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.

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

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]

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. 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,
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]

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

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

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.

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]

Revdex.com spoke with the business. The funds have been released at this time to the financial company and should should in a few days, this time frame comes from the financial company not Ashley. The was the funds are released is based on the account with the financial company.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken tot he consumer on 9/8/145 and was able to schedule her for delivery of all items on 9/17/15. We are confident all concerns will be fully...

resolved at that time.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.
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]

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 have sent pictures to the company's owner; and I am requesting a refund. I paid for the furniture with cash that was not defective, and I expected the same consideration and quality. I was told by Ms. F[redacted] that the case would be  "closed," so I am very surprised that that the company stated  they wanted to resolve the issue. The only resolution I would like to consider at this time is a full refund.Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
I will be measuring the area this weekend and if the furniture will not fit, I would like a refund.
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.
[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]

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]?

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.I received a call January 8th from [redacted] who is the Supervisor for Customer Service at Ashley Furniture Store in Winchester, VA.  [redacted] told me for the first time that out chair would not be delivered January 9th, 2015 as promise, and would be delivered January 16th.  I told [redacted] that this was a problem as I am not available next Friday.  [redacted] than offered us the floor model and I told her we did not want the floor model.  [redacted] and I agreed upon to have the chair delivered January 17th.Our problem is really Ashley Furniture Customer Service.  Ashley Furniture HomeStore mention in their contract they are not responsible for delays or defaults, but why put in OUR contract delivery will be approx. 2-3 weeks. I can promise you that NOONE at the store goes over the contract about possible delays.  November 25th, 2014,  [redacted] told us that BOTH the bench and chair would be delivered January 8th.  And not until January 7th did I find out that the chair would not be delivered.  After all we went through with Ashley trying to get out furniture all we got was we are sorry.  [redacted] was no help at all in trying to accommodate me in the delivery of the chair January 16th.  I told [redacted] I had appointments already January 16th but would be available if they could come anytime from 3 pm on.  [redacted] said she could not help me with the time as the distribution center schedules all of the delivery times.  WHERE is the customer service.  We have been inconvenience but Ashley Furniture would not help with the delivery with our chair and [redacted] claims to be a Supervisor.  We are just very upset with the Customer Service with Ashley Furniture in Winchester, VA as they are not very accommodating at all to their customers.  No compensation or anything except I am sorry.  Very Poor Customer Service store in [redacted]
Regards,[redacted]