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]
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.

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

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.
[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 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 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 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 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: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]

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]

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 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]

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]

To Whom It May Concern: Our records indicate that this consumer is working directly with Heather at ext. [redacted]. Thank you, Melanie

Good Afternoon,
 We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has diligently been working with the consumer to address her merchandise concerns. A service technician...

was sent to the consumers home on 4/14/16 to inspect the merchandise in home and make advisements as to how to address the consumers concerns in the most efficient fashion. Per the technicians findings and advisement new merchandise was placed on order in preparation to exchange the product in home. The merchandise has arrived to our distribution center and is currently available for delivery at the consumers earliest convenience. Our customer care department has left messages with the consumer on 4/29/16 & 4/30/16 to advise and schedule the upcoming delivery. Please advise if I can be of any additional assistance to the consumer in addressing her concerns.
 Best Regards,
Deannie F[redacted]

Good Afternoon,Thank you for bringing this consumers concerns to our attention. As of 6/21/17 all items were removed from customer invoice after payment was disputed. There are no pending charges or merchandise to be delivered at this time. Please advise if we my be of any additional assistance or...

if any additional information is needed in regards to the consumers purchase.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.The only options provided were to either accept that Ashley left me a message or to reject that Ashley left a message for me. Not knowing the date by which a response is required or what will happen if I do submit a response, I am responding in kind. The representative from Ashley and I have swapped messages but I have yet to hear of any offer on their part to remedy the situation. I will continue to reach out in hopes of there being a resolution. 
Regards,
[redacted]

Revdex.com:
Ms. [redacted]I got my refund!!!! Woooooooot woooooooooottt!!!!A HUGE debt of gratitude is due to Mr. [redacted].  He stepped in and in a matter of just 72 hours, my refund was received!  Do I close the complaint now, or is that something you do on your end? If it is something you do, will you please include his name.  I'd like to ensure that he gets the credit for taking care of me.Thank you for keeping in touch with me, and checking on me.   I appreciate you.Merry CHRISTmas to you & God Bless,[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]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we have provided full resolution to the consumer in regards to the merchandise concerns listed in the complaint. The remaining item to...

complete the order was exchanged on 10/3/15. All services are considered rendered in full.In regards to the refund of the delivery fee. The consumer was advised while we could not refund the delivery fee as the fee itself is inclusive of the service provided, we most certainly want to honor her as a loyal guest. A merchandise credit in the amount of $100 was offered to the consumer, exceeding the amount of the delivery fee in which was originally requested. The consumer declined our offer. At this time we would be pleased to allot the store credit for the consumer as previously advised. 'Best Regards,[redacted]