Ashley Furniture Homestores

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have been working with the consumer in the efforts to resolve her concerns. Additional information was requested form the...

consumer due to the time lapse between the original date of offer to reselect and the consumer utilizing the credit. The consumer was offered a store credit/exchange of her mattress on 3/11/15. After the aforementioned date we have no records of the consumer resurfacing to utilize until 8/24/15. Notes were entered into our data base advising the matter to be closed on 8/24/15 due to the mattress no longer being n the consumers home. The consumer to the best of our knowledge resurfaced in January of 2016 to utilize hr store credit. The consumer was advised the credit was no longer valid due to the reasons stated above, as well as because the purchase was done under a previous ownership we did not have records of the specific concerns with the mattress. Our customer care department has advised that we are pleased to assist in the exchange of the mattress should it be defective, however, we would need visual verification of the concerns and that the mattress is in home. The consumer at this time has not allowed for us to obtain any information as to the concerns she is experiencing. At this time we are solely asking for pictures of her concerns to continue to move forward. 
Best Regards,
Deannie F[redacted]

We have an all sales final policy.  I have left message with guest to discuss.

[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.
Regards,
[redacted]

To Whom It May Concern:Thank you for being a valued Ashley customer.  Although we cannot extend your warranty, we would be more than happy to assist you with any protection plan concerns.  If you did not report the issue under the guidelines of the protection plan our group can direct you...

to specialists that may be able to repair your concern.  Please reach out to our customer care team and we will be happy to help.

Good Afternoon,
Thank you for bringing this consumer's concern to my attention. Upon further investigation I regretfully inform that we will be unable to address this consumers concerns.  These concerns are dated back to 2011 and we can only assume the bed has been used during...

the duration of that time period. There are other factors that do play into the decision as well. The mattress was not purchased with us and we can not guarantee a product that we did not sell to the consumer, as the main concern is the mattress not fitting the bed. The consumer also moved the merchandise to a different location as their address has changed since the initial purchase. As per our terms and conditions, moving the merchandise voids all manufacture warranties. While I do empathize with the consumers cocners, we will be unable to offer them a refund for their merchandise at this time.
Best Regards,
[redacted]

Good afternoon,
On behalf of Ashley Furniture Homestore we do sincerely apologize the consumer was not pleased in our offer to compensate her for experience. The offer was a sincere gesture to thank her for being a valued guest of Ashley Furniture. We are pleased at any time per the request of the consumer to send the store credit. As previously advised, we simply do not have an avenue to provide free merchandise to the consumer, nor is it viewed as a reasonable request to resolve her concerns. Per my previous advisement, the consumer has received all items in full and reported to be in  good condition. As of 10/24/15, all services have been rendered in full with no pending concerns from the consumer outside of the compensation request. Please be advised the merchandise the consumer has requested to be delivered free of charge was delivered to and accepted by the consumer on 10/24/15. I am pleased to furnish documentation at your request of all information provided.
Best 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]---I did not receive the three piece table set, that is untrue!

Good Afternoon,Thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please accept our sincere apologies for any inconveniences the delay may have caused. At this time I am pleased to advise the ordered has been delivered in full as of 2/21/18. The...

consumers invoice was discounted accordingly on 2/21/18 as well in the efforts to address their request. All concerns for this consumer have been considered to have been resolved in full. Please advise if we can be of any further assistance in ensuring all has been resolved to the consumers satisfaction.Sincerely,Deannie F[redacted]

To whom it may concern,From our understanding, since you rejected the response on 1/17/2017 we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/2017. We hope this message finds you doing well, and that we are still proceeding with the resolution proposed. Have a wonderful day!

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. It took 19 days for them to get me my refund but I finally have it. Thank you for all your help. I couldn't have resolved this without your help.
Regards,
[redacted]

The Sales Manager involved states that the customer understood his explanations about the  difference in price but decided to keep the sofa only and get a refund for the chairs, which we did ($1107.95 refund) The customers receipt is not for leather chairs but for fabric. We invite the...

customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] family. Please let me know if I can offer any further information. Thank you

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise all items are ready and available for delivery at the consumers earliest convenience. I have spoken to the consumer and he has advised he will...

contact us later today to choose a delivery date that will work best for him. Please advise if I may be of any additional assistance to the consumer in regards to the delivery of his recent purchase. Sincerely,Deannie F[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.Regards,[redacted]
2nd complaint filed. delivery time promised and failed for 3 times. customer service is totally unacceptable. I would not recommend ashley furniture to anyone.
refund of down payment for $ 400.00 and cancellation of all charges through genesis credit.

To Whom It May Concern:This customer was refunded for this purchase.  We reached out to this customer several times in a attempt to assist this customer.  If the customer has any additional issues, please have them contact me.Thank you, [redacted]Ashley...

Furniture HomeStore###-###-#### Ext. [redacted]

To Whom It May Concern:We are working with this customer directly to address the concerns with the power base.  This item is out of warranty and has been discontinued so parts have been delayed.  In an effort to resolve the customers concerns we are working...

with our servicing team to have parts fabricated on site.

I had rescheduled the guest for delivery but we were not able to make the delivery on 2/26.  I have left message to call the guest.  I am working to resolve.

To whom it may concern, We have received your complaint, and after careful review of your account have determined that all issues have currently been resolved. On 5/18/2017, you were in our Fairfield location at which time you made the purchase in question under **#[redacted] On the date of...

purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 5/23/2017. On 5/23/2017, we honored your desired delivery date at which time the mattress was refused, however, all other available merchandise was accepted in good condition. It was verified that the mattress that was delivered was the mattress that you had signed off for at the time of purchase, however, after further investigation it was discovered that the sale had been written incorrectly. On 5/27/2017, we visited your home once again with the correct mattress which was accepted in good condition. On 6/11/2017, we successfully delivered a mirror which was back-ordered during the time in which the initial delivery took place. This was the final delivery, which was accepted in good condition. At this time, we have successfully delivered all merchandise which has been accepted in good condition. The issues addressed in this complaint were resolved on 5/27/2017 after identifying an error in the writing of the sale, amending the sale, and delivering the correct merchandise. If you have any additional questions or concerns, please feel free to reach out to our Customer Care department at ###-###-####. Thank you for your time, and have a wonderful day!

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to [redacted] in regards to her most recent purchase/order with us. Upon further investigation I did find the consumer was offered a...

courtesy credit from the manufacture from merchandise purchased in 2009. While we would be unable to refund the original amount of store credit due to the nature of the credit in itself, I have advised the consumer we would allow her to cancel her current order and reinstate back to the original balance allowed for credit so that she may choose alternative merchandise to replace the original pieces. I do believe at this time we were able to come to a mutual agreement and I have advised the consumer as soon as possible to further discuss the reselection.Best Regards,
[redacted]

To Whom It May Concern:Ashley Furniture HomeStore would like to assist this customer with his concerns and in order to provide the service under the manufacturer's warranty we would need the opportunity to conduct the service.  Please have the customer contact our customer care team at ###-###-#### to schedule an appointment.Thank you,

Complaint: [redacted]
Please inform Melanie that just like all the supervisors who never returned my phone calls that she is full of [redacted] and that agreeing to exchange the item a month after and only when I filed with the Revdex.com and FTC is not the same as agreing to rectify their massive screw up. Furthermore since they show no genuine apologize or even give a damn in any way I will see them in court and am suing for the maximum amount allowed by law.
I am rejecting this response because:
Regards,
[redacted]