Ashley Furniture Homestores

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

I...

am rejecting this response because:I have given this busines my phone numbers ( cells or my wife and I the phone numbers of home and office ) I have provided the invoice numbers and dates of delivery to the main office in NJ the place of purchase in [redacted] several times I have been offering everything that ask for and in return I have been spoken to in very rude tones threatened with credit score value drops and basicly hung up on on several accounts. I still have a broken sleeper sofa in my house for way to many days I am fully aware of the 90 day that they have to wait to answer and I am sure they will wait the entire 90 in hopes the couch gets further damaged so it becomes my problem.  There is n way a chain this big with the ego of great furniture be this slow and incompetent to its customers.  Now it's said they don't know me by name or number that's ok I too can play the game I'll hold as long as possible then discard the couch providing I win with master card and buy a new sofa set. And to top it all off the one couch that was ok is now starting show signs of distress.  Once all is over with I will do whatever is possible to spread the word of the poor quality, poor customer service, and horrible craftsmanship of Ashley's product I cureny have a few to the ears of 7,000 employees at work as well as over thousands of firefighters through social media, and newspapers.   Maybe now thay will find my info if not thanks for the free couch.

I have left a  message to discuss a resolution to the issues the guest is having.

Good Morning,Thank you for bringing this to my attention. Our Customer Care has since been in contact with the consumer and advised we are pleased to move forward with an exchange. The consumer is currently on schedule to receive the exchange of items on 10/3/17. We are confident all concerns will...

be resolved in full at that time.Please feel free to contact me in the interim should you have any additional questions or concerns regarding resolution for the consumer.Sincerely,[redacted]

I have spoken to the guest and ordered the correct color sectional.  We have scheduled the exchange for 3/28.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further research we found all merchandise was delivered in full to the consumer on 9/18/15. As per the consumers advisement, the consumer had requested to have...

all merchandise delivered no later than 9/18/15. At this time we would consider all concerns brought forth resolved  in full as the consumers request was accommodated. Please advise if I can be of any further assistance to the consumer or if there is additional information in regards to the order we may be unaware of at this time.Best Regards,[redacted]

To whom this may concern, We received your claim and have looked into your account for a better understanding of your situation. Upon further investigation, we see that the product in question was picked up from the home on 8/13/2016 and a full refund was provided for $ 999.33.If there are...

any other questions or concerns please contact customer care at ###-###-####Have a wonderful day.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

To whom it may concern,
Although you were told that we would service the bed after parts arrived, I have reviewed your account and found that between the time you submitted your complaint and now, an exchange for your rails (which includes the slats and center supports), was approved,...

entered, and completed. According to our notes your exchange took place yesterday, 12/14/2016 at about 5P.M., at which time they were able to replace the aforementioned parts and successfully reassemble the bed. You spoke to a member of our dispatch team and verified that all had gone well. We empathize with any inconveniences caused by the slight delay, however, we are glad we were able to reach a resolution that would quell your concerns in a timely manner. Please feel free to reach out to our Customer Care department if you have any other questions or concerns.
Thank you for your valuable time, and have a wonderful day.

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]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience we may have caused.  We are processing a refund for $100 as per your request.  You should see the refund on your next credit card statement. Thank you for shopping with us, Melanie

To Whom It May Concern:
Each Ashley Furniture HomeStore is independently owned and operated.  The terms and conditions of your sale are present at the time of sale.  The information that you have presented related to online purchases is not accurate nor the same in a retail environment.  Please accept our offer as a gesture of good will.
 
Have a nice weekend,
Melanie

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]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further investigation no concerns were to be found with the purchase or the merchandise delivered. All concerns per the consumer are in direct correlation with...

the delivery company and damage to home incurred during said delivery. Please be advised the delivery was not completed by Ashley Homestore. but, rather a 3rd party delivery company. We are requesting that the complaint be removed from our account and re-directed appropriately. However, as this is our guest we do want to ensure their concerns are being addressed appropriately. I have inquired into the home damage claim and have been advised the consumer is on schedule for 10/10/16 to complete repairs to home. Please advise if we may be of any additional assistance to the consumer. Sincerely,Deannie F[redacted]

Please be advised that we are following the standard[redacted] warrenty guidelines. Law tags must be present and cannot be removed, themattress must be free of stains and cannot be soiled,the mattress must also beon a proper foundation and cannot be torn. Mr [redacted]’s mattress is soiled, and stained....

Wereached out to [redacted] representative to see if there are any options for Mr[redacted], we will monitor this over the next few days and inform him accordingly. Thank you [redacted]Customer Care ManagerFactory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStoreEdison, NJ

To Whom It May Concern:I am sorry that you did not have an ideal delivery experience.  It is our goal to resolve your concerns.  At this point, I understand that the customer has received the delivery and in an effort to acknowledge the difficulties with the delivery we will be refunding...

the $149.99 delivery charge.  Thank you for bringing this matter to my attention.

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]

We have canceled the sale and refunded the guest.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers cocnerns to our attention. Please allow me to apologize on behalf of Ashley Furniture Homestore for any inconveiences the consumer may have expereinced in the receipt of their items. ...

In regards tot he compensation the consumer received I can assure all parties Ashley Furniture sent the gift card out of good faith in an effort to apologize for the consumers inconveniences. We do sincerely apologize the consumer was displeased with the offer as we had all intentions of sending as an apology for the experience. In regards to the refund of the delivery fee or the pick up of the merchnadise. Per the consumers details of the complaint, the item was ultimatley delivered in full and in good condition. In that regard the consumer has advised that all services have been rendered in full and the concern at this time solely lies with the displeasure of the compensation offered. We at this time believe that the compensation offered was of significant value and stand behind our intial decision to do so. PLease feel fre to contct me should you have any additional questions or concerns in regards to this consumer. Best Regards, Deannie F[redacted]

Spoke to guest.  We are exchanging 3 of the items.  I am also going to have the tech call the guest tomorrow once the DC is open to see if we can go out and assemble the bed asap.