Ashley Furniture Homestores

When my [redacted] cash worth of Ashley furniture was delivered on 12/21/16 one of the nightstands had a corner on the front broke off. The bedroom is tight so I asked the delivery guys to put the good stand on the side of the bed where the chest was going so it would be easier to get the replaced stand in the room. He said it wouldn't be a problem to get the new one back there. After insisting they put it back there (after the chest and dresser were in and it was very tight) they damaged the footboard of the bed. There was also a damaged corner on the dresser. My power recliner and power reclining loveseat would not recline and the backs on the recliners were not attached. The back flap on the center of the loveseat has a Velcro strip with nothing to attach it to. The loveseat is working the recliner is not. I'm still waiting to hear what will be done about that. They have been back 3 times and replaced power transformers (one was dirty and obviously used) and my chair DOES NOT WORK! I bought Ashley furniture thinking it was good quality furniture. I am extremely disappointed that for $[redacted] this is type of service that is given!!

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]
The customer has reached out to Revdex.com and stated several appointments have not been kept by the business and this matter has yet to be resolved. They should have been out on Friday of last week but said they were given the wrong address however they have been to the customer's home before this missed appointment.

To whom it may concern,
We would like to notify you that we have received your complaint. We will be carefully reviewing your account and following up with all necessary parties to come up with the best resolution for the issue at hand. Thank you for your patience, have a wonderful day....

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 had to sell my store credit of $1066.62 for $700 that's all I could get for it. I put adds in the paper , Craigslist and tried to sell it to customers in the parking l lot. So I lost $366.62.
I will do every thing I can to discourage my family and friends from using this store.

I have left a message with the guest to discuss the issue to see if we can come to a resolution.

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 not received a call or message from any one at Ashley Furniture. The claim that they have made that they left a message for me is false. 
Regards,
[redacted]

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.
Hello,    It looks like Ashley Furniture is not going to stand behind their store representative verbal statement that my refund would be in cash.  There seems like there is nothing I can do about this situation.  However, please do not document in your files that the company took care of the complaint and that the claimant is satisfied with the outcome because I am not happy with this.  This is a shame for I will never shop there again.  Thank you,        [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. 
Regards,
[redacted]

I have left a message for the guest to call me to discuss.  I am working with the distribution center to get this all delivered together if possible.

Complaint: [redacted]
I am rejecting this response because: it's not acceptable to tell someone it's just a defective motor I purchased the sofa new. If you purchased a new car and the salesman said it's just a defective motor, tire what ever you would want it new right not in the shop right after purchase. This company is more focused on trapping me with written "contract" words then providing the new sofa I purchased not servicing it to get to show room standards it should arrive show room standards it's now close to two months and I can only use half the sofa. As for the end tables it's what the second pair and rather then be concerned with your products and customer service you are fighting me and throwing a measly 10% [redacted] doesn't have as many product flaws as this stuff. I hate to have to waste time and money on court but it seems to be going that way I guess you will keep fighting it has to be serviced but I paid for new stuff not turning my home into a service shop it should arrive show room quality  
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]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
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 offer.  If you wish, you may update it before sending it.]
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. The business has performed this action and, it did resolve my issue of having the product that I paid to be delivered, delivered however the company should review it's policies. If they cannot make delivery and the costumer has paid for it than a refund should be extended to the customer, if it's no fault of the costumer that the delivery company could not deliver (especially when it resulted in taking off from work). If needed I will get back to you @: [redacted].
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to extend our apologies that the consumer was not satisfied with their most recent delivered merchandise. I have advised the consumer we are pleased to offer to exchange any merchandise the consumer was displeased with at the time of delivery. The consumer has requested four new dining chairs to be ordered and exchanged for items currently in home. The consumer was advised on 8/5/15 new items were placed on order and her request would be honored. I have advised the consumer via email on 8/7/15 all items are currently available and we can schedule for redelivery at the consumers earliest convenience.In regards to the refund request of the delivery fee. I did advise the consumer we would not be honoring the request to refund at this time. While I can empathize with the consumers concerns, all delivery services will be rendered in full at the time of exchange. The consumer was advised that the delivery fee is applicable as this is a service to be rendered and we have all intentions of honoring our commitment to do so. As previously advised a gift card was offered to the consumer as a sincere gesture to our appreciation of her business. We do apologize that this was ill received as we do value our customers and their experience with Ashley Furniture. Should the consumer choose to accept this offer we would be pleased to oblige at any time.Best Regards,
[redacted]

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: [email protected] you much for your intervention. I have received a check dated October 21,2016. This is the day after your contact. Sorry it took this for them to honor their promise but they have honored it. So again, thanks for your work.  
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.As with most communiques with this company, the information is incomplete or incorrect. Specifically, the last statement regarding the "Loaner" chair. My suggestion/Request was in the form of a question. Why has the store manager not offered the chair in the store as a swap for the damaged chair? I even offered to outright purchase the chair off the floor. Both ideas/requests were denied. The only acceptable outcome at this point is a complete refund for both of the recliners and we can all part ways.  
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.
In sum the main issue at hand is a complete ethical failure of the business practices employed by Ashley Furniture.  My rejection of their offer is based upon the following:1.  Complete lack of communication with me during the process despite over 30 phone calls attempting to arrange delivery of the items purchased.2.  Failure of the business to maintain adequate communication channels for customer service issues (their phone service would not accept voicemail as it was routinely full or simply continued to ring without end.)3.  Failure of the entire customer service team and their approach to complaint resolution as evidenced by a failure to return phone calls as promised (2 different customer service specialists).4.  Fraudulent advertising of on-time delivery rates as the initial PROMISED delivery date was July 21 or 22; they did not schedule until July 28.5.  Complete failure of the delivery system as the delivery date on the 28th was forced upon me within a time window of 9-12 (I told them of my Dr. appt. at 930 and assured them I could be there by noon, likely sooner which I was there by 11am and called to advise them of same to which they refused to come by even though it was within the 9-12 timeframe).6.  Refusing to cancel the purchase despite multiple failures on their part and reiterating THEY ARE NOT REQUIRED TO HAVE A CANCELLATION POLICY OR PROCEDURE thus violating the law.7.  A blatant misrepresentation of services in direct violation of the Virginia Consumer Protection Act by touting their delivery times and customer satisfaction and the exemplary customer service team that was to be involved in the delivery of my goods ultimately impacting my decision to do business with them.In sum there is but one resolution to this matter and that is a complete refund of the money paid for goods never received through blatant failures of Ashley Furniture, its agents, subagents, and collaborative partners.  I am insulted and appalled by their behavior.  At no point would their behavior be acceptable in any other professional organization or business.  They have blatantly violated professional standards of practice and Virginia Law.  My accepted resolution: return the money stolen by a fraudulent company.
Regards,
[redacted]

In response to Ashley Furniture’s response: Yes, the furniture is under my mother’s name ([redacted], however, we are a family and we stand together is this process.  I am the actual person paying for the couch every month and payment comes electronically out of my checking account.  But, my name is on the account as well, which my mother added specifically due to these issues.  This is only a tactic to somehow get you out of the problem anyway. Ashley furniture came to my house on 11/22/17 finally.  The technician said to both my mother and I that he was going to recommend that the couch be completely replaced as he was the very first technician to come out on 10/2/17 when the stuffing was coming out of it on the same day it was delivered 9/28/17.  He said that the motor was completely shot on the reclining section and that on the loveseat side, the rod mechanism was most likely broken which is why the foot rest lifts up crooked.  He stated that he would report his finding but that was going to recommend a new couch replacement as we shouldn’t be having these issues.  On Sunday the 26th of November we received a call from Ashley stating that they were not going to go by the technician’s recommendations and replace the couch but that instead they were ordering parts and the parts would be replaced.  That it really wasn’t that big of a deal and that we shouldn’t be so upset.  My mom politely cussed the woman out and told her that not only would she NEVER purchase anything from Ashley again, but that we had written to the CEO, had left a complaint on their website, was reporting them to yelp, would continue the Revdex.com complaint, call channel 12, and God help anyone that ever asked her about Ashley.  So, Ms. Deannie F[redacted], when you say that you spoke to my mom and she was pleased with the direction you were going, YOU ARE A BOLD FACED LIAR!!!  I have no idea what laughable and non-existent conversation you participated in, but by all means, let the Revdex.com call her directly at [redacted] and ask her for themselves. Ashly told us on the 26th that the parts were being ordered and coming directly to our house, we then have to call them yet again and make another appointment for them to come out and fix this jacked up broken couch.  As of today, nothing has come in the mail and we haven’t heard anything.  I am paying for something that doesn’t even work and it is going on for over a month now.  No one would appreciate paying $*k for a broken piece of furniture.  This is the most ridiculous company that I have ever had the displeasure of wasting my time with. Complete scam artists!  If they don’t come get their couch and refund our money, we are suing them. Period! Thank you, [redacted]

To whom it may concern: Please update our complaint file as closed with a satisfactory resolution.  We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service...

provided by Ashley Furniture staff, which is owned by Trivett's Furniture.  The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue.  An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/2015 ourselves at the warehouse in an effort to resolve the issue.  We now have in our possession the complete set, minus 2 of the 4 pillows promised, but the sofa was the biggest concern, which has now been resolved.  With this being said, please close this case with a satisfactory outcome by the consumer.  Trivett's was able to provide outstanding customer service and customer service recovery.  Thank you to the Revdex.com for your assistance in resolving this matter. Sincerely,[redacted]
To whom it may concern: 
 
Please update our complaint file as closed with a satisfactory resolution.  We met with the Operations Manager at Trivett's providing the details of the dispute, the previous failed attempts to resolve the issue and issues with the customer service provided by Ashley Furniture staff, which is owned by Trivett's Furniture.  The Operations Manager provided outstanding customer service and customer service recovery in the resolution of the issue.  An upgraded model of the item we were missing was found to be in-stock at the warehouse, which was reserved for us on our order at no additional charge and we picked up this item Saturday 12/19/2015 ourselves at the warehouse in an effort to resolve the issue.  We now have in our possession the complete set, minus 2 of the 4 pillows promised, but the sofa was the biggest concern, which has now been resolved.  With this being said, please close this case with a satisfactory outcome by the consumer.  Trivett's was able to provide outstanding customer service and customer service recovery.  Thank you to the Revdex.com for your assistance in resolving this matter. 
 
Sincerely,
 
William Whitby

Spoke with and explained that the first tech that came out twice was not measuring the mattress correctly that is why we had to send out a different tech.  When the mattress was measured the correct way it didn't meet the requirements to be defective.  The warranty is through the...

manufacturer not the store so we are the third party just following there guide lines..  I did explain to the guest that she can call agian in 30 days to have another tech come out an reinspect the mattress..  If it meets the requirements wen would exchange the mattress.