Ashley Furniture Homestores

I have left a message for the guest to see if they have received the pillows.  If not I will try to reorder again or refund him

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]

Complaint: [redacted]
I am rejecting this response because:
A "new" chair should not have to be serviced after four days of use and now turned all sorts of ways it was never meant to be turned to install a part. As far as a part coming that would be the fourth week into owning this sofa and I can only use half of it Because im scared it will damage more. I don't know if the words used were meant to be sarcastic like delight me but to delight me I should not need this new furniture serviced this fast the sofa should be exchanged but I guess I'm trapped because of your binding contracts you keep pointing out it's all about making money I guess not good service and selling quality items.  It would be delightful to spend more time on customer service rather then listen to phone calls there's a lot because no one would call me back I had to keep calling. 
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 am NOT getting ANY messages from them.  I've given up trying to reach them through their 800 number as I continually get placed on hold for up to 20 minutes.  They have a serious issue with their customer service department.  I would rather hire someone myself and get the repair done properly.  All their repair guy did was make a temporary fix by trying to sew the tears (2) shut - looks horrible.  It has now been FOUR MONTHS since we made this purchase, and we STILL have DEFECTIVE furniture.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. 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]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have reviewed the consumers concerns and requested and the request to cancel and/or refund any undelivered items has been approved....

The consumer was contacted by our customer care department on 4/3/16 to0 advise. The consumer was seemingly pleased with the resolution provided. All concerns for this consumer have been considered resolved in full.
Best 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]
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 this may concern,
 
We received your claim and have looked into your account for a better understanding of your situation. Upon further investigation, we see that the product in question was picked up from the home on 8/13/2016 and a full refund was provided for $...

999.33.If there are any other questions or concerns please contact customer care at ###-###-####
Have a wonderful day.

[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]

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.
Per Ashley Furniture, my account is listed as [redacted] instead of "[redacted]".  This is why they are unable to locate me in their computer system.  I have made them aware of this each time I have contacted  them .  Also, the account # provided is [redacted].  Ashley  Furniture  has not attempted to contact me as my voice mail box is set up and active on my home phone  as well as my cell phone.
Regards,
[redacted]

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.

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]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon 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 company. We have advised the financing company to contact the consumer to address and discuss all concerns. I have been advised RAC acceptance is currently awaiting a response from the consumer so that they may address the concerns accordingly. 
In 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 records.
 
Best Regards,
Deannie [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 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.] I was offered a $100 gift card which isn't store credit. As I said on the phone yesterday I would take the gift card but How is that fair compensation? Why would I want to buy something from their store again after everything I had to go through to get my furniture? 
Regards,
[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.  We do apologize for any inconveniences this consumer may have experienced in regards to the scheduling of the most recent delivery. I can...

confirm that the consumer has been placed on schedule for the delivery of items on 10/22/15. We will do all with in our power to ensure for a successful delivery.
In regards to the delay in receipt of the merchandise, please allow me to provide further details as we have documented attempts to contact the consumer to schedule dating back to 12/23/15. Our records show that we attempted to contact the consumer to schedule for the remaining order on 12/23/15, 4/29/15, 4/30/15, 6/27/15, 8/7/15, 8/22/15. The failed deliver attempt was not successfully scheduled until 9/25 upon re-establishing contact with the consumer.
Best 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 thank you for bringing this consumers concerns to our attention. I am please to confirm all merchandise for the consumer was delivered in full on 1/6/2016. Services were rendered in full on the aforementioned date. Please feel...

free to contact me if I can be of any additional assistance to the consumer. Best Regards,Deannie F[redacted]

To Whom It May Concern:
Thank you for bringing your concern to our attention.  Ashley Furniture HomeStore would like to resolve any customers concerns.  In this particular situation, the consumer was under the impression that the product came with a memory foam...

mattress.  This particular product does not have the memory foam mattress option, we would have been willing to upgrade the mattress but the memory foam mattress will not fit in the mechanism.  In an effort to resolve this concern, we have provided the consumer a discount off of the product of 15 percent.  This resolution was processed as of 6/28/16. 
If there are any additional questions or concerns, please contact our customer care team at [redacted]
 
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.They never answer their phone!  EVERY TIME I CALL I GET PUT ON HOLD.  We've had this furniture for over 3 months!  Just tell them to issue us a $100 credit and we will accept that as a settlement.Regards,[redacted]