Ashley Furniture Homestores

Good Afternoon,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in awaiting the arrival of the order to be...

delivered in full. I am pleased to advise the consumer is currently on schedule to receive delivery of all remaining items to fulfill their order on 9/22/16. We are confident all concerns for the consumer will be resolved in full upon completion of the upcoming delivery.Please feel free to advise should the consumer have any additional concerns requiring further assistance at this time as I am pleased to assist in ensuring the consumers satisfaction with their order.  
 Sincerely,
Deannie F[redacted]

To whom it may concern,
 
We would like you to know that we have received your claim and are currently researching your account to better understand the concern at hand.
 
Please allow us some time to come up with a resolution to help you become a raving...

fan. 
Have a wonderful day.

I am rejecting this response because:
I don't want to close the complaint yet because Ashley hasn't made the effort to contact us...

directly and resolve the issue.  I'm wary that if I accept their response now, after several days there still won't be a resolution.  I want them to deliver our item now or if not, give us back our money with the insurance portion amount.Thank you.

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]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer was offered store credit on the items she no longer wanted to take delivery of. The consumer utilized the store...

credit on 2/20/15 to reselect on items to better suit her needs. All concerns for this consumer have been considered to be resolved in full at this time. Please let me know if I can be of any further assistance in regards to this consumer. 
Best Regards,
Deannie [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]###-###-####

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]

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

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The below consumer has been approved for a refund of items in the amount of $557.65, which was issued and mailed on 10/21/16....

Unfortunately the check was returned to sender by US mail due to concerns with the address listed. I have since reached out to the consumer to confirm the address and the refund check was reissued and mailed on 11/1/16. The consumer has been additionally advised and should expect to receive funds not exceeding 3-7 business days.Please advise if I may be of any additional assistance in addressing the consumers concerns.
 
Sincerely,
Deannie F[redacted]

After careful review of your account it was determined that you were in our Nanuet location on 10/1/2016 at which time you made the purchase in question totaling $2,384.24. At the time of purchase, you signed the sale receipt (formally accepting all Terms and Conditions on the reverse side of the...

sale receipt) and selected a desired delivery date of 10/21/2016. On 10/21/2016, we honored your desired delivery date at which time you accepted all merchandise in good condition, signed the delivery receipt (which formally binds all Terms and Conditions that you had already accepted), and spoke with a member of our dispatch team to verify that all had gone well. We did not hear from you until 10/25/2016 (4 days after delivery was made), at which point you stated to our Customer Care office that you were not satisfied with the comfort of the mattress you purchased and wished to return it. At this time, you were informed that in accordance with the Terms and Conditions that you accepted and binded, we do not accept the return of any merchandise after delivery has been made. We did, however, inform you that sleep experts recommend that the human body may take up to 30 days to accustom to a new mattress, and that if after 30 days you still experienced discomfort, we had 2 options in which we would go above and beyond our Terms and Conditions to delight you. These options are as follows: The first option is the 60/40 option. This would mean that we would allow you to select a new mattress from our showroom to be delivered in exchange for us picking up your current mattress. Of the total you paid for the mattress (sales tax included), we would deduct 40% as a disposal fee. This would mean that the remaining 60% would be applied towards your new mattress. We would not charge any pick-up/delivery fee in this situation. If you choose a mattress that is more expensive than your 60% credit, you will be responsible for the difference. The second option is our 30% option. This option would mean that you may select a new mattress off of our showroom floor for a 30% discount. We would not require the pick-up of your current mattress for this option, and we would be willing to waive the delivery fee for the new mattress. On 11/23/2016 we received notice of a billing dispute with your credit card company. We responded with the aforementioned information and the dispute was closed in our favor due to compliance with the Terms and Conditions you accepted. You were in contact with our office again at the beginning of January at which time we opened a claim for your mattress to determine whether the mattress was defective. On 1/15/2017, a craftsman working with our company visited your home at which time it was discovered that your mattress was not defective. Since then, we have offered the same 2 options previously mentioned, as we will not be allowing for the return of the mattress for either a full credit or a refund. You were unwilling to accept those offers. These are the only 2 offers that have been, and will be offered to resolve the complaint. These offers are beyond the Terms and Conditions you accepted, and we have no obligation to offer either, however we value you as a customer and wish to work towards resolving the issue. Thank you for your time, and have a wonderful day!

To whom this may concern, We have been working with this client in regards to their new purchase and claim. At the time of sale, our customers sign documentation stating there are no refunds. However, in an effort to delight our guest, we offered a courtesy reselection despite the technician’s report stating that this piece could be brought up to show room standards and has NO manufactured defects. The customer stated that she originally just wanted new leather piece and not a fabric one, and was not okay with having this piece serviced. Please see attached technician’s report and our terms and conditions. After creating a new sale for the leather piece the customer wanted, on 9/02/2016 our take-apart delivery team picked up both the sofa and the accent chair that had been purchased with their previous credit, and delivered the new leather sofa that she states was doubled from the original price. We made adjustments so the credit given back (which includes the delivery charge that is normally non-refundable) would cover the new piece she wanted without having any additional charges. Our customer now wants a break down in how the credit was applied and her original purchase receipt for the fabric product, which we will be able to provide without any trouble. On her original receipt for the fabric purchase the only cost that was not covered with her credit was the new delivery of her items and her protection plan plus tax, this time around we waived the delivery fee and take apart service charges for the leather piece and instead used her previous delivery charge as a credit for this. Please see all documents attached.

Revdex.com:I have reviewed the offer 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 believe after speaking with [redacted] of Ashley Furniture on Thursday, January 8, 2015, that we did have a resolution we could both live with, it has not been executed.  I was told to avoid getting a continuous runaround, she would have [redacted] call me to execute our agreement.  She has never called me.  I was called on Friday, January 9, by [redacted] who was very nice and reiterated the agreement I had with [redacted] from the day before.  He had [redacted] call me to execute the agreement however, she was changing the terms as we had agreed.  She had stated that she had no authority to make a decision (exactly what I was trying to avoid) and would call me the next morning as soon as she came to work because she was getting ready to leave work for the day.  She did not call me the next day.  I left 2 voicemail messages for her and 2 for [redacted]  [redacted] finally called me on Sunday January, 11, 2015 and once again was refusing to cancel the order and return to the original credit as [redacted] and I had discussed and agreed. She told me that she would call me first thing yesterday.  She did not.  I left her a voicemail message this morning at 10:30.  I was told by her on Sunday that she would email the completed invoice and I still have not received it.  I have told [redacted], [redacted] and [redacted] that I am going to be away on Travel from [redacted]orrow 1/14/15 until Monday 1/19/15 and wanted to get this resolved in its entirety prior to my departure so I wouldn't have to deal with it when I get back, or think about it while I am gone.  This has been stressful and frustrating.  My initial resolution requested a full refund in order to be done with Ashley Furniture.  I tentatively agreed, however,  that we would cancel the order with them and return to the original store credit which would support replacing the original 2 defective sofas.  Clearly, getting any business completed with Ashley Furniture is beyond their capability.  No one has the authority to make a decision or execute an agreement, no one returns a call or calls when they tell you they will.  I don't have an invoice, the products haven't been ordered and who knows when the order will ever be delivered.  Additionally, while I will need to purchase an extended warranty to provide me the protection I need in the event the replacement products are defective as well, I cringe at the thought of dealing with Ashley furniture in the future. I just want this entire ordeal to be over.  This should not have been difficult to execute however, clearly the employees of Ashley Furniture have made it that way!Since Ashley Furniture clearly cannot follow through and execute the agreement I thought we had in place, just cancel all orders and refund all monies, including the original credit of $1511.98.  As a final reminder, I am leaving on travel tomorrow, January 14, 2015 and may not be reached until Monday, January 19, 2015.    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 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]

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] I am not satisfied as I was lied to at the store at the time of purchase about them waiving the restocking fee if the item could not be delivered in the time frame they told me. Delivery changed three times in as many days. Item never even left destination. Next my check had been cashed at time this complaint was filed within 3 days of order. In which case there should be no reason to wait 2 more weeks to see if it cleared. This is the most dishonest store I have dealt with in my life. They treat customers in an very unprofessional manner- I hope people read this and either avoid this store - or if they happen to realize they mistakenly walked into this store they run for their lives before they can be taken advantage of.

Good Morning, We will reach out to the this customer and attempt to resolve their concerns as best as possible. You can expect a response with resolution shortly. Thank you

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.
I have been told repeatedly that the parts are on order, but have been delayed due to production and now, because of the holiday. I did request a slight delay in shipment (until after the 1st of the year) so that the parts (assuming they are the correct ones) do not sit outside in the elements for an extended period of time. I'm not sure I appreciate it being shared that we will be out of town. I would like to say that Sharon H[redacted] has been doing her best to help resolve this issue.Also worth noting: I have previously been told since my last update that the parts were shipped (a second time) but must have been stolen from my porch since I never received them. Not possible since I was home the day of delivery and we live in a very populous neighborhood where theft has never occurred. I can not accept resolution on the this matter until the CORRECT parts have been received and installed to our satisfaction. 
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 request a full credit return for the sofa sets and warranty to my credit card. Additional details are in attached file. 
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.Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-213 or §32.1-214 or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner . (Code 1950,§32.1-119: 1952, c. 530; 1956, c.530; 1979, c. 711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home.
Regards,
[redacted]

According to our system the guest has picked up the pillows.  I have left a message with the guest to confirm.  I have also refund the guest the money she paid for the pillow she purchased and I gave her a second one for free.

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.
This response from Ashley Furniture is an outright lie! They have not contacted me about a delivery or a service technician for repairs, since my initial complaint via the Revdex.com on June 14, 2016. Furthermore, I would not have scheduled a technician to come to my home on June 24, 2016 as indicated in Ashley Furniture's  response as I am currently on vacation, which has been scheduled for the past several months.
I look forward to a prompt resolution regarding this matter. 
Regards,
[redacted]