Ashley Furniture Homestores

To Whom It May Concern:
 
Our records indicate that this consumer is working directly with Heather at ext. [redacted].
 
Thank you, Melanie

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]

[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 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]

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

[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]

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]

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have been direct contact with the consumer via email on multiple occasions. On each occasion the consumer has been advised we have placed a new headboard on order...

per our service technicians advisement so we may rectify the consumers concerns. The consumer has been advised the headboard is ready and available for an exchange at their earliest convenience. The consumer has not allotted for the exchange of the headboard and has requested to have all components of the bed to be exchanged. In communications with the consumer I have asked for any additional information pertinent to the request. The consumer has been unable to offer any information as to specific concerns with additional pieces, however, will not accept the exchange with out the additional components. The consumer was advised that we would be unable to exchange any merchandise with out confirmation of the concern. To the bets of our knowledge and per the service technician's findings we are unable to establish any additional concerns with the remaining merchandise. We are pleased to address the consumers concerns and are ready and able to exchange the headboard at any time the consumer so chooses to allow us to do so. Any additional request for an exchange will require additional information to document and further address the concerns. Sincerely,[redacted]

To Whom It May Concern:
Thank you for your inquiry.  You purchased an Elite protection plan offered through [redacted].  They can be contacted at ###-###-####.  Please be advise that damage in transit is typically not covered under any protection...

plan. 
Thank you,
Melanie

Good Afternoon,I have reviewed the information sent in by the consumer. While we do stand behind our 1 year manufacture warranty, the concerns the consumer is experiencing are not lilted as any manufacture concerns. The seating as previously advised is not frayed it is scratched by what would appear to be a foreign object while in use. The concerns brought forth are not of normal wear and tear inclusive of the manufacture warranty and are believed to be related to misuse of the merchandise. we do sincerely apologize the consumer remains displeased, however, we would be unable to move forward with service at this time due to the nature of the damage.Please see below the paragraph specifically relating to upholstered fabric, whereas the above mentioned damage is not advised as being coverable under the manufacture warranty.UpholsteredFabric1 Year Limited WarrantyAshley Furniture Industries, Inc.warrants to you, the original retail purchaser, for a period of one year fromthe date of purchase, all upholstered fabrics against seam slippage, fraying,and dye transfers. Thiswarranty does not cover tears, flattening of nap, pilling, fading, or shrinkingand is not valid when heavy soiling or abuse is evident. This warranty alsodoes not cover protective finishes, velvets, velvet types, and Orlon, since bytheir very nature, these fabrics are of soft texture and will crush, shade andmark more readily than most fabrics; these characteristics are in no way to beconsidered a defect. Ashley Furniture Industries, Inc. will pay, within oneyear from the date of purchase, reasonable and customary labor rates to repairor replace the defective parts and shipping costs from the retailer to and fromAshley Furniture Industries, Inc., or a repair center designated by theCustomer Service Department of Ashley Furniture Industries, Inc., at no chargeto the original retail purchaser.

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have reviewed the consumers concerns as well as researched the details of their correspondence. Please allow me to apologize to the consumer for not...

receiving immediate attention and/or answers to their questions regarding their most recent purchase. Based on my findings this is a comfort concern and not to be of defective merchandise. Had the merchandise been determined to be defective, we would exchange at no cost to the consumer as that is covered under the manufacture warranty.We can accommodate the consumers request to exchange the merchandise. However, they will be responsible for a 30% restocking fee and must spend equal or greater value to the original amount for the reselection per the terms and agreement brought forth at the time of purchase. We will be happy to take the necessary steps to move forward per the advisement of the consumer.Best Regards,[redacted]

Good Morning,Thank you for bringing this consumers concerns to our attention. We do apologize the consumer is displeased at this time due to service concerns. We are currently working with the consumer to resolve at this time. The consumer has had a previous technician come to the home and make...

advisements for service. The technician advised to order three casings to address her concerns for the stitching, however, was unable to locate any manufacture defects with the frame itself. The consumer is on schedule to receive service today, 8/26/17, whereas the casings will be replaced and the frame will be reviewed by a secondary technician to trouble shoot the concern.Please feel free to contact us should you have any additional questions or concerns regarding this consumer in the interimSincerely,Deannie F[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]

To Whom It May Concern:Thank you for allowing us the opportunity to assist you in this matter.  The issue on this customers sofa is not related to the sofa frame.  The written service specialist report states that the customer is unhappy with the way that the seating is on the sofa...

and requested for us to order additional cushions to be used to webb the seating.  This process actually over improves on the way that the original product is constructed and will provide years of durability.  At this point, we have ordered the parts and are awaiting them to be shipped directly to this customer.  Once the parts are received, we will schedule a Service Specialist to conduct this process.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 that all merchandise concerns for the consumer were resolved in full on 9/2/16 upon completion of a service...

exchange of all requested items. Our customer care department has contacted the consumer to confirm all items were delivered to her satisfaction and to be of perfect condition. Please advise if we may be of any additional assistance to the consumer regarding her most recent purchase with Ashley Homestore..
 
Sincerely,
Deannie F[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]

I bought a $1200 couch along with the warranty for cash (my mistake). When I opened the packaging the entire sectional was damaged. Immediately contacted customer service. I was given the run around and now I am stuck with a couch that has holes everywhere as well as other defects. The warranty company will not cover it as it was received damaged.

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 the delay in the arrival of the consumers merchandise. The consumer did speak to myself and was offered a $50 gift card in which...

they did decline as stated in the complaint to your office. The consumer was advised however, that compensation for delays in merchandise is atypical as we clearly outline in our terms in conditions at time of purchase all dates are estimated and can be subject to change by the manufacture. While I can empathize with their concern, we were ultimately able to fulfill all obligations in regards to delivering the merchandise in full and services were rendered at that time. The consumer purchased on 11/22/14 and received delivery of all merchandise with the exception of one item which was delayed by the manufacture on 12/12/14. The remaining item did arrive damaged to our distribution center and was unable to go out for delivery on 12/19/14. The item was ordered new to rectify the situation and was delivered on 1/20/15. At this time concerns have been addressed and fully resolved for this consumer. While I do apologize the consumer remains displeased with the gift card that was offered, it was offered as a courtesy for their experience and not by any means meant to further add to the experience. We will honor the original offer to extend the courtesy gift card to the consumer should they so choose to accept our offer to do so.Best Regards,[redacted]

To whom this may concern, Upon further review of your account we have come to find we sent a technician on 8/09/2016 to bring your furniture up to showroom standards. In regards to the accent chairs, we show that the tech was able to buy wood and correct the issue with the frame of the accent...

chairs. Please see photos attached of accent chair flat on floor after repairs. He was also able to pull the fabric tight on the chaise to fix the “puckering” or looseness of the material, please view attached pictures of before and after repairs of tech. On that same report of 8/09/2016 it states the tech did not need to install new arms, he was able to tighten the fabric, we left the fabric with the guest as a courtesy. He advised customer that this is the way the material is made; as well that the pilling of the fabric will eventually stop. However, we did order two new cushions for our guest to replace the seats with the pilling issue of the accent chairs. Our guest was not satisfied with the repairs provided, so we scheduled another technician to go out and inspect the work done. On the report, it states the customer does not like the wrinkles and tech attempted to tighten fabric again but the guest rejected the service. The tech states all the fabric needs are extra staples to secure placement. At the time of sale, we provide our guests with our terms and conditions on the back of every receipt. Please see Terms and Conditions attached, we circled the area where we state there are no returns of merchandise along with the warranty information that states we only provide service once furniture is accepted into the home. If the guest would allow us to send the tech again, we can install the arms that the guest still has if that’s something she would like, and he could tighten the fabric that the tech states IS repairable. We also revealed that this guest called in regards to their protection plan which is a third party company. Any claims that are opened with them are not in our system. If the guest has any questions with claims they may have opened with their protection plan they must reach them directly at ###-###-####. Thank you

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we have provided full resolution to the consumer in regards to the merchandise concerns listed in the complaint. The remaining item to complete the order...

was exchanged on 10/3/15. All services are considered rendered in full.In regards to the refund of the delivery fee. The consumer was advised while we could not refund the delivery fee as the fee itself is inclusive of the service provided, we most certainly want to honor her as a loyal guest. A merchandise credit in the amount of $100 was offered to the consumer, exceeding the amount of the delivery fee in which was originally requested. The consumer declined our offer. At this time we would be pleased to allot the store credit for the consumer as previously advised. 'Best Regards,[redacted]