Ashley Furniture Homestores

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: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: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]

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

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.

To whom it may concern,In regards to the ongoing situation with your peeling sectional, we are willing to make an exception as a one time courtesy in an effort to delight you as our customer. This is not something you are entitled to (as was explained previously) for the reason that generally we only provide a 1 year manufacturer's warranty to cover manufacturing defects. Since this was purchased in 2012 you are not entitled to any service. The manufacturer has allowed us to submit claims directly to them for peeling leather however we do have to submit the claim with pictures of the serial number, as that number acts as a fingerprint to verify that it was, in fact, purchased from an Ashley Furniture Homestore franchise. In this regard, all previous information supplied to you was accurate. Despite this, we have worked with our management team and will be giving back full credit for the 2 pieces of your sectional. We will not require a return of the sectional you are currently in possession of and are not responsible for the disposal of these items. You will be contacted as soon as the credit is available in the system at which time you will be able to go into an Ashley Furniture Homestore within our franchise to select a new living room set. You will have a month to reselect from the date that the credit becomes available. In regards to the Protection Plan you purchased, we urge you to contact the company directly if you wish to cancel, as they are independently operational and we would not have access to their files or systems. We hope this resolution will quell your concerns. Thank you and have a wonderful day!

To whom this may concern,I apologize for any inconvenience this may have caused. You agreed to delivery on 8/10/2016, and was not satisfied with the four hour window provided for delivery. Our system routes geographically according to how many guests we are delivering to as well as the amount...

of merchandise being carried on one truck. Typically if a customer does not like the timeframe or cannot accommodate (i.e finding someone to accept delivery for the customer) we do charge a redelivery fee, please be aware that this is because the day before delivery the trucks are already loaded, merchandise is off the shelf, and any cancellations disturb the route and timeframe for the rest of our guests. On the terms and conditions signed at the time of sale it does state that delivery is non-refundable. However, that day we made an exception and did not charge you the restocking fees. Please allow your bank to show the refund of $53.49 to clear.Along with this response, we have a provided attached forms showing the refund credit for $53.49 made on 9/27/2016, we were originally going to charge you the restocking fee but were able to waive the charges. I suggest you wait 5-7 business days to allow the information to process with your bank. If you do not see any changes please reach out to your store and contact Kenya who is aware of your situation. Thank you

Guest has picked up his furniture and we are giving him $300 off the furniture.  We are processing the refund now.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I hope that my complaint will remain open until such time as the company in fact issues me a credit.
Regards,
[redacted]

The pick up was yesterday and it went fine. I just picked up the check in the amount of $[redacted] for a full refund.  On behalf of my husband; [redacted] and I , we consider the matter as closed satisfactory.
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]

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]
My assigned ID is [redacted]. I received the letter from the Revdex.com.org with the reply from Ashley's furniture. To this date(09/21/2016) I have not received my full refund from Ashley's furniture as stated in the response to you. They picked up the mattress and the box spring on 9/17/2016. As a resolved result, I want full credit for the products that were returned in the amount of $999.00.

To whom this may concern, Upon further review of the account,  I found that we have attempted to assist our guest with the leather peeling issue. Unfortunately, since the serial numbers cannot be provided we are unable to give a request for a credit. We attempted to find the serial numbers...

through the manufacturer, but were unable to attain the numbers with the information provided. When this failed, we offered to repair the piece, although it is out of the warranty for repairs, since the serial numbers could not be found the next step was to bring the piece up to showroom standards by servicing and replacing the parts that are peeling. The guest refused to the service, but we assure we have attempted to service the customer and this piece.

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 contacted the consumer and requested additional information regarding the merchandise concerns so that we may address accordingly.Best...

Regards,[redacted]

To whom it may concern,We empathize with the current situation you are in and have come to a resolution. The Table Pads do come from a different manufacturer and are customer cut to fit your table. At this time it is difficult to determine where the mistake was made so we will focus on correcting...

it. Paperwork has been submitted to allow for a credit of the table pad which will go towards a new table pad that will be ordered from the manufacturer in the hopes that we can get you a table pad that will fit the table you purchased. You will not be responsible for any costs to correct this issue. Please allow us sufficient time to apply the credit and order the new table pad from the manufacturer. You will be contacted once this has been done. Thank you for your patience, and have an amazing day!

To Whom It May Concern:Fabric pilling may be due to a variety of reasons.  Pilling can be environmental, due to a pet (i.e. cat with nails) or related to the actual fabric materials used.  In some products these variations are considered the beauty of the actual piece.  Ashley Furniture has replaced this unit as a one time courtesy prior even though the customer's concern is not an actual manufacturing defect per the manufacturer warranty.  At this point, we were trying to offer the customer additional options to resolve the concern that they have on their item and the customer is not satisfied with those options.

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]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.We have contacted the consumer to further address her concerns and offer alternative solutions for resolution. The consumer was offered to reselect on her sofa,...

loveseat and rocker recliner. The consumer was pleased with the offer and has advised they will be reselecting with in two weeks. We are confident we will be able to resolve all concerns in full with the resolution offered. Please feel free to contact me if I can be of any further assistance Best Regards,Deannie [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.Purchased furniture 11/14, arrived damaged. They sent the wrong parts to fix and repairman only stitch up the tear. They sent more parts, but refuse to schedule repairman to come and finish the job. Calls to 866-729-1012 are p;laced on hold for 15-25 min, then disconnected. When I finally got through, was told their computer was down and they would call back. I haven't heard anything back from them.
$150 credit and I will find my own repairman to finish the job. This has been going on for THREE MONTHS!!Regards,[redacted]

To Whom It May Concern:We apologize that Mr. [redacted] was unhappy with our product.  The furniture specialist that went to the customer's home is an independent contractor.  We purposefully use independent contractors as our specialists because we never want a customer feel that a...

service determination is bias.  In this particular instance, the specialist determined that the damage to the cocktail table was caused by the customer using the table beyond normal household usage.  The customer did not purchase an accidental insurance policy and customer caused damaged has been deemed as misuse which is why we cannot repair the table under the one year manufacture warranty.  Thank you, [redacted]###-###-####