Ashley Furniture Homestores

Good Morning, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionWe would like to formally apologize for any inconveniences the consumer may have experienced in addressing their merchandise concernsAt this time we are currently diligently working to provide a satisfactory resolution to the consumer so that they may enjoy their sofa to the fullest extentThe consumer has been in contact with a customer care supervisor to discuss and coordinate a pick up for factory repairs of the unit to be completed in shopRepairs have been completed and the consumer is currently on schedule for re-delivery of the unit tomorrow, 9/29/We are confident the consumer will be pleased with the repairs made and resolution will rendered in full at that timePlease advise if we may be of any additional assistance to the consumer as it is our mission to ensure we not only meet, but exceed our guests expectations Best Regards, Deannie F [redacted]

Good Afternoon, Please allow me to provide additional update on the consumerThe consumer receieved delivery of the correct merchandise on 2/10/Imperfctions were found on the unit and parts were placed on order and shippe to the consumer on 2/16/Our customer care department spoke to the consumer and placed on schedule for a service technician to install on 3/15/We are confident all merchandise concerns will be resolved in full on the aforementioned service dateIn regards to the home damage, it is unclear as to which delivery date the consumer is correlating this back toWe would need additional clarification as to which delivery this occured on as we do have multiple delivery companies completing our deliveriesWe would also reques pictures of the dmage for reviewIn regards to the credit card fraud claim, this has not been brought to attention and we request further information n the consumers concern with the credit cardBest Regards,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 belowI have provided them with my personal cell and my work cell and let them no I carry both on me at all times they are lying and I will happily provide a call list of how many times I have called verses how many times they haven't called!!! This is a shame continuing to lie! Very unprofessional instead of owning up to a month long mistake they only have one option but to lie?! I have even went to the store personally on occasions and have repeatedly asked that a manager not someone who is going to lie and tell me they are a managerOn file they also have my email so that's ways to get a hold of me.....which I have a copy of and can also provide that as proof!! I have had to miss time from work hoping they would deliver the correct things and put them together attempts so far and this is the only response a lie?!?! My kids are on mattresses on the floor! Regards, [redacted]

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

Spoke with the guest She has a claim with the extended protection plan on one piece and a warranty claim with us on the other two item We are sending a tech out to repair the two items under our warranty and the protection plan company is repairing the other item

Good Morning,Thank you for bringing this consumers concerns to our attentionWe are currently working with the consumer on an amicable resolution at this timeIn researching further we did find that we are experiencing a true delay from the manufacture for this particular piece due to supply and demandWhile we advise all consumers that the availability of merchandise is strictly an estimate, we do understand that it must be with in a reasonable time frameWe have advised the consumer of the most resent date we have been given, as well as proposed several options for resolutionThe consumer of course by all means may await delivery, however, due to the delay have been offered a reselection or refund of any undelivered merchandise if they so chooseWe are pleased to move forward at this time in whichever fashion best suits their needs at this timeI am pleased to update further if need be after receiving feedback from the consumer as to how we will be moving forwardPlease advise if additional information is needed in the interim.Regards,Deannie F [redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionAt this time the consumers concerns are in review with our customer care departmentThe consumer was originally declined service for his mattress solely due to the date in which the concern was called inThe consumer was delivered on 8/and our records dictated the delivery damage concerns were not brought to our attention until 8/Due to the lapse in time we would have not been able to correlate the damage to the delivery in itselfHowever, the consumer has since advised he has supporting documentation otherwiseDocumentation has been requested and the consumer has advised he will email us for additional reviewPlease feel free to contact us should you have any additional questions or concerns in the interimBest Regards,Deannie F [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] I have parts at my home that were never installedNever received a call about color matchNot sure who they called, not my household I am alsostill waiting for a call back from the customer care department supervisor that the message said he or she would respond within hours, it has been weeksI am extremely disappointed with Ashley Furniture and th quality of the product

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 While I do agree that all of the furniture was delivered on 8/15/15, it took numerous calls to finally get the company to agree to bring all of the merchandise Upon delivery, the furniture was not prepared for all of the screws/bolts to be installedTherefore we were forced to accept furniture that was not fully assembled or return the furniture and go through the entire process again At the very least, I believe that Ashley furniture should refund/credit my account for the delivery fees and apply a discount to the table which the delivery personnel were unable to insert all of the screws on (not all holes were predrilled and they just left the extra hardware) Regards, [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention We most sincerely apologize the consumer experienced any added frustration due to the delivery process and the expected arrival of the merchandise However, we do take all appropriate measures to ensure we clearly advise the consumer all arrival dates are estimated and the arrival of the merchandise is soley based on the supply and demand at a manufacture levelWe did diligently remained in contact with the consumer to advise of any further delays of the merchandise as were awaiting it's arrival to the distribution centerThe customer was contacted on 3/20, 3/27, 3/31, 4/to update the consumerAll merchandise was delivered in full and it good condition on 4/11/At this time all concerns have been considered resolved at this timePlease let me know if I can be of any further assistance to the consumer.Best Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Deannie called stated that a new exchange in process

We recently completed a service call for [redacted] that resolved the issue she had with her furnitureWe have not offered a refund or adjustment to [redacted] lease accountWe are happy to service [redacted] if she has future issues with her furniture Regards [redacted] Ashley Furniture HomeStore

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumer concerns to our attentionI am pleased to advise the consumers concerns have been resolved in full as of 11/26/The consumer received a refund in full in the amount of [redacted] on 11/26/to their original method of payment.Please advise if any additional measures are required at this time to ensure the consumers concerns have been addressed to their satisfactionSincerely,Deannie F [redacted]

Complaint: [redacted] I am rejecting this response because I was not available on 9/27th for the appointment please re-schedule appointment for another Saturday Thank you Regards, [redacted]

Good Morning, Please be advised that we have left messages for Ms [redacted] to contact our offices so that we can finalize this situation on multiple occasions since Sept 17,2014.After numerous attempts from the Customer Care Management team to reach her we escalated the situation to the VP of Customer Fulfillment.On Sept our VP Customer Fulfillment called Ms [redacted] and left her a message including his personal cell phoneWe have not heard back from Ms [redacted] until an email she sent us this morningAgain today MrRick S called Ms [redacted] , she did not answer and he left another message including his cell phone # [redacted] We encourage that Ms [redacted] contact MrS so that this matter can be resolvedThank you for your assistance, Elaine M VCustomer Care Manager

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionUpon further investigating the consumer concerns we found them to be specific to the financing agency in which the consumer utilized to finance the merchandise We are pleased to assist in any way necessary, however, the consumer would need to direct any specific financing concerns to RAC acceptance as we do not own nor operate the financing companyWe have advised the financing company to contact the consumer to address and discuss all concernsI have been advised RAC acceptance is currently awaiting a response from the consumer so that they may address the concerns accordinglyIn regards to the claim, should the consumer not have any further claims specific to Ashley Furniture we would like to formally have the complaint forwarded to the appropriate company ad removed from Ashley Furniture recordsBest Regards,Deannie [redacted]

spoke to guest The reason for the delay is we are waiting on items to arrive from the manufacturer on 4/ We have scheduled the delivery for 4/

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionWe do apologize for the delay in the arrival of the consumers merchandiseThe consumer did speak to myself and was offered a $gift card in which they did decline as stated in the complaint to your officeThe consumer was advised however, that compensation for delays in merchandise is atypical as we clearly outline in our terms in conditions at time of purchase all dates are estimated and can be subject to change by the manufactureWhile I can empathize with their concern, we were ultimately able to fulfill all obligations in regards to delivering the merchandise in full and services were rendered at that timeThe consumer purchased on 11/22/and received delivery of all merchandise with the exception of one item which was delayed by the manufacture on 12/12/The remaining item did arrive damaged to our distribution center and was unable to go out for delivery on 12/19/The item was ordered new to rectify the situation and was delivered on 1/20/At this time concerns have been addressed and fully resolved for this consumerWhile I do apologize the consumer remains displeased with the gift card that was offered, it was offered as a courtesy for their experience and not by any means meant to further add to the experienceWe will honor the original offer to extend the courtesy gift card to the consumer should they so choose to accept our offer to do so.Best Regards, [redacted]

Revdex.com: I will never ever purchase anything from ashley furniture, not only did everything take almost weeks but when Sharon some sort of manager called me she personally set everything up go be delivered and have a separate tech come out to put the other bed together on 8/24/she calls me along with one other customer service rep to see how my delivery and beds were....I said well you personally set the day and time for today the 24th not the 23rd she quickly got off the phone so she could make some phone calls....things happen but all of this is too much! Yes I was previously credited aka the delivery fees it took different deliveries and a service tech to come out I most definitely shouldn't have been charged that as far as the additional she so graciously credited I had to miss time away from work due to their lack of care ashley furniture needs a huge lesson in customer service, principles and morals there's noway I would've let children's sleep on mattresses for that long due to someone dripping the ball repeatedly....I feel like I was never formally apologized to and when Sharon called she said hi I'm Sharon I see you put in a complaint with the Revdex.com so that's the only reason this got taken care of and my children finally have their beds I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]