Ashley Furniture Homestores

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]

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 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.

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize the consumer has been unhappy with the purchase of the mattress and will be glad to assist in any way I can. We would like to reinspect the...

mattress as the consumer remains dissatisfied so that we may ensure we  have a better understanding of the concern as well as ensure pertinent information was not over looked upon the original inspection. Our customer care department will contact the consumer by end of business today to coordinate scheduling. Please feel free tor each out to me should you have any questions in the interim.Best Regards,
[redacted]

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]

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]

I have left a message for the guest to discuss option to resolve.

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

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 will only accept the $50.00 in the form of a refund and not a store credit. Getting a $50 store credit would require me to spend more money to Ashley Furniture Homestore out of pocket, which I refuse to do at this time. I have already gone above and beyond to accommodate this company even though I truly did not want to purchase anything else. If the $50 can not be refunded to my debit/credit card I would also accept FREE OF CHARGE the Juararo Nightstand (2 draw - photo attached).
Regards,
[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

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.

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

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

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

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience.  We have a in home damage process that includes our claims department.  This customer has been working with the claims department and the claim in they system.  The claim is currently in process and we will be in touch soon.
Thank you,
Melanie

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.

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.

We have canceled the sale and refunded the guest.

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]