Ashley Furniture Homestores

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.]
Regards,
[redacted]
We reject Ashley Furniture response of not being able to compensate us adequately for the damage  of the mattress.  Ashley furniture delivered a bed, box spring ,and mattress setup .  We did not see the damages to the mattress until after the delivery guys left,  when we were placed the protective covering on the mattress.  We were advised by the delivery drivers if we had problems to called customer service. We called customer service within minutes of the discovering the problem.  Customer service ask us to provide them pictures of the damage  to the mattress and to send it by email. We provided the pictures within an half an hour of the delivery.  We reported the damage well within the 48 hour time frame according to Ashley Furniture policy. We provided customer service with evidence of our original complaint which included pictures by email.  Ashley Furniture Customer Service kept referring to the follow up call as the first time that we contacted them and used it to deny our request for a replacement mattress. Ashley Furniture recently acknowledge that we did provide them with the proper documentation in a timely fashion dated August 9th 2016 the same day as the delivery.  It took Ashley Furniture more than a month and a half to acknowledge that August 15th 2016 was not the first time we contacted them. We never requested a full refund. All we requested was a replacement mattress.  We appreciate Revdex.com Richmond time in helping us resolve this matter with Ashley Furniture when we kept getting ignored by their customer service regarding our issue. With the documentation that we have we planned to pursue legal action by taking Ashley Furniture to small claims court.

Good Afternoon, We have been in recent connection with the consumer. He has since been rescheduled in the hopes of accommodating scheduling. He is currently on schedule for a pick up on 2/1. I have spoken to Mr. Robbins today and advised for him to use myself as a point of contact as well should his concerns not be addressed to his satisfaction going forward.Please feel free to reach out with any questions or concerns in the interim. Sincerely,Deannie Ferrell

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 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 talked to[redacted], manager of guest relations, today and let her know that we have not been refunded for all the items.  She said that she would call[redacted] at the store to check status and call me back.  Waiting her call back.Regards,[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.

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.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]

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]
I was contacted the evening of Friday October 16, 2015 and was able to schedule a delivery for Saturday October 24, 2015 at no additional charge. I agree that they've have tried calling on the dates that they provided and I never indicated that they did not. However, it was a lot of phone tag when calling. Unfortunately when they would call it was while I was at work and could not answer. I would call back but would always get their voice mail and most times the voice mail box was full and I could not leave a message. Once I have received the item on October 24, 2015 I will consider this complaint to be resolved.
Regards,
[redacted]

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]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I sincerely do apologize this consumer is experiencing concerns with her merchandise. however, upon reviewing her concerns I can not correlate our...

companies involvement with the concerns she is experiencing with her merchandise. The consumer not only purchased her merchandise in North Carolina, but mentions working with [redacted] as well to resolve her concerns. We are a privately owned and operated business in [redacted]. I do again sincerely  apologize, however, the consumer would need to work with the licensee who initially sold her the merchandise. Based on the facts provided in the complaint, I can not see a correlation as to how our company has either been involved with or is obligated to  address her concerns. Further more our data base is designed to hold the information of our customer base is company specific. We would not have access to any other companies clientele or receipt information.  Please feel free to reach out to me to further discuss.
Best Regards,
[redacted]
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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]

Complaint: [redacted]
I am rejecting this response because:it simply is not the truth.   They did not give me a exchange at any point, what they did was refund me for a defected mattress,  at that time I purchased the current mattress which I currently am unhappy with.  They are claiming that was a courtesy exchange when it was not.  The original mattress was a memory foam defect, which should not be counted as a exchange. That is what Ashley is doing to us, this was sold to me by the manager of the store. $2800.00 mattress that is useless, I actually gave it to a friend to try and they also cannot sleep on it.  I needed to know if we were just picky but that was not the case  I am still paying fir a useless mattress
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I am sorry. I do not have access to email at home. Ashley sent me new cushions they too were wrong. I finally got them to come out and see the sofa. The tech. found them to be incorrect. A third set of cushions is being ordered. This is not acceptable to me. I purchased the sofa on May 2nd and have asked ever since for it to be fixed that fact that this is almost 4 months later and they still want me to wait is unacceptable. Now I want a new sofa and compensation for my time and troubles as they have proven their inability to correct the problem.

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]

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]

To whom this may concern,   I apologize for any inconvenience we may have caused you and your family. Upon review of the account, I see we have attempted delivery twice. We will certainly refund your delivery for the inconvenience, please be aware someone will reach out to you for information...

on the original form of payment. Ashley furniture will also contact you in regards to the new delivery. Ashley furniture would like to partner with you to turn this experience around and finally get your brand new furniture in your home.  We appreciate your time and patience

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

To Whom It May Concern:
Ashley Furniture HomeStore apologizes that the consumer is not satisfied with the response.  In this particular case, we have determined that the item is up to manufacturing standards.
Thank you,
Melanie

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]

To Whom It May Concern:I apologize that the mattress does not meet Ms. [redacted]'s expectations.  Ms. [redacted] purchased a memory foam mattress on December 4th, 2014.  Shortly there after she complained that the mattress did not rise to the full thickness after delivery. ...

Ashley Furniture HomeStore then offered the customer an exchange or the option to reselect.  Ms. [redacted] did reselect this current mattress which was delivered on December 19th, 2014.  To date, this customer has not contacted our customer care department about any issue with the product being defective.  As per our sales contract, after delivery the manufacture warranty applies.  If the customer is describing a manufacturer defect, please have them contact our customer care division to request a Certified Service Specialist to evaluate the mattress.Thank you, [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]