Ashley Furniture Homestores

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]

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 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]

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

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

[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 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]

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]

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 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]

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]

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, 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]

[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]

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]

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]

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.

To whom it may concern, After careful review of your account, we have made a decision regarding your complaint. It was determined that on 1/28/2017 you were in our Secaucus location at which time you made 2 purchases. The first purchase was made under SO#[redacted]-[redacted]-[redacted]for a 3-Piece Vanity Set...

(Package SKU# [redacted]), a Queen Upholstered Bed (SKU# [redacted]), a Dresser (SKU# [redacted]), a Five Drawer Chest (SKU# [redacted]46), and an Accent Mirror (SKU# [redacted]) which totaled $3,408.39 with the inclusion of the Taxable Delivery Charge and applicable sales tax. The grand total was authorized to be financed on your Synchrony account. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 2/25/2017. The second purchase was made under SO#[redacted]-[redacted]-[redacted]for a Howard Miller Clock (SKU# [redacted]) which totaled $89.76 with the inclusion of applicable sales tax. The grand total was authorized to be financed on your Synchrony account, which when combined with the other sale totaled a Synchrony authorization of $3,498.15. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and took the items from the showroom. Among the accepted Terms and Conditions are various policies explained to protect and inform our customers (please see attached Terms and Conditions). Included in these policies, we do explain that we do not accept the return of any merchandise and only the warranty applies after delivery has been made. You are provided with a 1-Year Limited Manufacturer’s Warranty which begins on the date of delivery and is applicable to the original purchaser at the original delivery address. We will service manufacturing defects only, including replacement parts at no cost to you. On 2/18/2017, we visited your home at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions) and you spoke with a member of our dispatch team to verify that all had gone well. On 3/7/2017, you called into our Customer Care Department at which time a claim was opened regarding your Five Drawer Chest which had an issue with one of the drawer glides. We ordered replacement glides to be sent directly to your residence. On 3/15/2017, you spoke with our Customer Care Department once again at which time we confirmed that you had received the parts and we scheduled you for a technician appointment on 3/18/2017. Unfortunately, on 3/14/2017 we had severe inclement weather which affected many our scheduled appointments and deliveries for the entire week. On 3/18/2017, you called into our Customer Care Department to request a time-frame for your appointment at which time it was discovered that your route had been cancelled. We attempted to reschedule you, however, you demanded compensation. Upon informing you that we could not provide any compensation, you refused to reschedule and so we could not move forward with service as we require your consent to schedule an appointment. In regards to your complaint, you have been dealing with corporate throughout the claim process. We are a licensee of Ashley Furniture Industries operating within the Tri-State area. Our Customer Care Department is located in our Distribution/Clearance Center in Edison, NJ, which is the department you have been dealing with. There is no other department or office which handles our claims. We have attempted to assist you within the bounds of the accepted and binded Terms and Conditions. We have provided replacement parts as well as a scheduled technician at no cost to you. Unfortunately, due to circumstances beyond our control, we were unable to meet your scheduled appointment, however, we have attempted to reschedule you for service (still at no cost to you) which you have not allowed. We are still willing to service you within the bounds outlined in the Terms and Conditions by scheduling a technician to complete the required services. Thank you, 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 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]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank yu for bringing this consumers concerns to our attention. On behalf of Ashley Furniture please allow me to apologize to the consumer for any delays they may have experienced in regards to the...

delivery of their merchandise. I have spoken to the consumer and was able to confirm the consumer is on schedule to receive delivery of all merchandise today, 1/27/15. We are confident all concerns will be resolved by the end of business today. Please feel free to contact me if I can be of any further assistance in addressing the consumers concerns.
Best Regards,
Deannie F[redacted]