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.
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]

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]

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]

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

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]

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 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.

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 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!

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 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.

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]

[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]

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,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!

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer and advised that while she would be responsible for a restocking fee should she want cancel her order, we...

would also waives all fees should she allot for store credit. The offer for store credit was extended upon the consumers advisement that they have since purchased merchandise from an alternative company and no longer had a need for the merchandise. The consumer purchased on 8/30/16 and advised the first request to cancel was four days after purchase, whereas she was advised of our no cancellation policy as all merchandise is ordered specifically for the consumer at the point of sale. In regards to the cancellation request, we were and remain with in our estimated time to deliver, however, as per the customers advisement will not be allotted the opportunity to fulfill our services. I do apologize, however, the consumer would remain responsible for fees incurred to cancel the order at this time. Please feel free to advise if you have any additional questions or concerns in regards to this consumer.
 
Sincerely,
Deannie F[redacted]

Spoke to guest.  We have ordered the part to the damaged sofa.  He is going to call us once he receives the part so we can schedule a tech to install.

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.As [redacted] stated there was something rubbing against fabric while sitting on it, our backsides as any furniture would be used. The reason it's only fraying in that particular area is because that is the most used area. As I stated, I didn't purchase the furniture to not be used as normal, but after only 2 months of normal, regular use, the fabric should not be in that kind of state. During the time I have been dealing with this company; an additional 2 months now, there is more fraying on the product. Fraying material is covered under the manufacturers warranty for 1 year and should not have come to this. The ce from the Ashley Home Furniture Stores is unexceptable.  I can provide more photos if necessary.Regards,[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 did find the original purchase dates back to prior ownership of that location. Due the...

original purchase not being made with our company we our unfortunately not privy to the consumers original invoice. However, based on the consumers concern for financing terms and conditions we would need to advise the consumer's claim be redirected the finance company G.E. whereas the terms and conditions of the financing contract was entered into. Ashley Furniture Homestore neither owns nor operates the financing company in which the consumer has expressed concerns with. Please advise if I can be of any further assistance in directing the consumer with their concerns.
 
Best Regards,
Deannie F[redacted]

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