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.
[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!

[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]

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.
I talked with [redacted], Guest relations Manager, on Tuesday 2/17 and she said that they would schedule pick up for this week and would call me back on Thursday.  Today is Monday and she has yet to call me back.  We need to get it scheduled for pick up so that we can go to another company and purchase furniture.  We can't purchase more furniture until this is picked up.  My son is without a bed/dresser and room!  I called and left [redacted] a message today and called and spoke with [redacted] (store manager) in regards to setting up the pick up.  He said he would contact [redacted] and call me back.
Thanks, [redacted]
Regards,[redacted]

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]

Revdex.com spoke with the business. This order is out of warranty. The business did waive transportation fees to go out to look at the frame. At this time the item has been discounted from their stores.

To whom this may concern.
We apologize we have not been able to get in contact with you sooner. Upon further review of your account, it seems the leather peeling pieces that you have are no longer under manufactured warranty, only the accidental protection plan. However, we would like to assist you with the defective pieces, luckily we were able to submit for a credit for all three pieces once serial numbers were provided. Please be aware that someone from Ashley furniture will give you a call to go back in to the store to reselect, if you do not get a call you could go back in to the store after 9/23/2016, there will be a credit available under your name.
Ashley furniture appreciates your time and patience.

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.

I was very disappointed with their customer service I was promised return phone calls from their Supervisor Safar and was never given the opportunity to explain to her my concerns. The furniture I purchased was poorly mad and having my issue resolved was ignored I do not recommend doing any business with Ashley.

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize for any inconveniences the consumer may have experienced while anticipating the availability and delivery of his items. We do believe we have done all...

with in our power to resolve his concerns. The General Sales Manager has taken great efforts to execute a high level of satisfaction to the consumer. A $200 gift card was offered, accepted and sent to the consumer to express our upmost concern for customer satisfaction. The consumer recently received a delivery with all items inclusive on 3/5/16. The General Sales Manger personally drove to the consumers home and assisted through the duration of the delivery to ensure 100% satisfaction during the delivery process. The consumer did refuse items due to what we would consider cosmetic damage, however, all refused items have been reordered and will be delivered new upon arrival to the distribution center. The General Sales  Manager has advised he is pleased to be present for the second delivery as well so the consumer can have immediate response and resolution to any concerns that may arise. Please feel free to contact me for any additional information required while we anticipate the arrival of the newly ordered items. Best Regards,Deannie F[redacted]

To Whom It May Concern:On July 30th, 2015, Ashley Furniture HomeStore determined that the item could not be repaired and authorized an even exchange for the customer.  At this point, we are awaiting the product and once received our customer care team will schedule the exchange with the...

customer.

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]

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.

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,
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]

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]

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]

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]

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.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

To whom it may concern, After careful review of your account, it was determined that you were in our Poughkeepsie location on 1/22/2017 at which time you made 2 purchases. The first purchase was placed under SO# [redacted] for a Queen Mattres (SKU# [redacted]) and a Queen Foundation (SKU# [redacted]) which...

totaled $971.99 with the inclusion of the Taxable Delivery Charge and applicable sales tax. The grand total was paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions), checked and signed a Mattress Review Checklist, and selected a desired delivery date of 1/25/2017. The second purchase was place under SO# [redacted] for a Queen Adult Fleece Waterproof Pad (SKU# [redacted]8) which totaled $97.30 with the inclusion of applicable sales tax. The grand total was also paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and took the items from the showroom. Our Terms and Conditions (found on the reverse side of the sale receipt) present and explain various policies to protect and inform our customers. Among these policies, we explain that we do not accept the return of any merchandise after delivery has been accepted, and that only the manufacturer’s warranty applies after this point. Our warranty states that we will service manufacturing defects only at no cost to the customer. On 1/25/2017, we honored your desired delivery date for SO# [redacted] at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), you spoke with a member of our dispatch team to verify that all had gone well, and you signed the delivery receipt. On 1/26/2017, you called into our Customer Care Department at which time you stated that there were loose threads on the seams of the mattress. It was explained to you at this time that the mattresses are hand-sewn and this was not a defect, but a normal occurrence due to the manufacturing process that would not affect the functionality of the bed. On 2/1/2017, you were transferred to our Customer Care Department from the store location at which time you stated that the mattress was too firm for your liking and did not feel the way it did in the showroom. At this point, it was explained to you that the mattresses on display in the showroom are not brand new like the one that was delivered. The showroom mattresses tend to be softer because they are broken in, as customers visit the showroom and sit or lay on the mattresses on a regular basis. We also asked that you allow 30 days as sleep specialists have indicated that it takes time for your body to accustom to the added support of a new mattress. On 2/28/2017, you called our Customer Care Department, now having waited the 30 days since delivery, and once again expressed your discomfort. As stated earlier in this response, our Terms and Conditions do not allow for the return of any merchandise after delivery has been made. Even so, the representative received approval from a member of our management team to offer assistance outside of the bounds of our Terms and Conditions in an effort to delight you. We would allow for the return of the mattress under the following conditions: -You would receive a store credit in the amount of 60% of the cost of the mattress you purchased. This store credit is non-refundable, and would be applicable towards a new mattress of your choice from our showroom. The remaining 40% of the cost of the mattress would be retained as a disposal fee, as we would make ourselves responsible for removing and disposing of the mattress in your home upon delivering your new mattress. You would be responsible for any difference in cost between your allowed credit and the mattress you select, as well as a new delivery charge for the delivery of the new mattress. You refused the offer that was proposed and claimed that the mattress was defective, and so a claim was opened and pictures were requested to verify the defect. Upon review of the pictures sent in, we contacted you on 3/1/2017 to inform you once again that the loose threads on the seams are not a manufacturing defect and we would not be able to service your mattress. Otherwise, there were no visible impressions that would indicate a defect, nor did you report any other issues. You stated that you would be filing a claim with the Revdex.com and hung up. Although we do empathize with your current situation, we will not be meeting your desired settlement. You accepted and binded Terms and Conditions which do not allow for the return of merchandise after delivery. Even so, we are willing to work with you and have proposed a reasonable offer in which we would allow the return of the mattress under the aforementioned conditions. Thank you for your time, and have a wonderful day!