Ashley Furniture Homestores

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 all items are ready and available for delivery at the consumers earliest convenience. I have spoken to the consumer...

and he has advised he will contact us later today to choose a delivery date that will work best for him. Please advise if I may be of any additional assistance to the consumer in regards to the delivery of his recent purchase.
 
Sincerely,
Deannie F[redacted]

Good Afternoon, Please see the attached forms, we have a thorough process that includes reviewing the size of the mattress with the customer. Once reviewed the customer signs the form. It is not our intention on selling anything to a customer that will not fit their needs. The back of our...

receipt clearly states that there are not exchanges or refunds after delivery. At the time of delivery the customer is surveyed as well as asked if the furniture has been set up to their liking. There was no complaint or concerns shared with us at time of delivery.

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize the consumer is experiencing concerns with their merchandise. We have been diligently working towards resolving the consumers concerns. We have contacted...

the consumer as recent as 9/14/16 to schedule for the repairs of the merchandise in home. However, at this time the consumer is not allotting for service to be provided in home. The consumer has previously been in contact with our customer care department whereas parts were ordered for the consumer and have confirmed to have shipped on 8/23/16 and have been received. We are pleased to address the consumers concerns with their merchandise in home and are willing and able to schedule for service at the consumers earliest convenience. While we do empathize with the consumers inconvenience occurred with service needed, we are confident all concerns for the consumer will be resolved in full upon completion of the repairs. At this time we are asking to continue with the opportunity to address the merchandise for the consumer in home, however, are unable to move forward at this time without consumer consent to do so.Please advise if any additional information or dates are requested in regards to the manner in which the consumers concerns are being addressed. Sincerely,Deannie F[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.
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.
The night stand is being delivered 20 days after the original delivery date. I do not
consider this delivery time frame to be expedited. In the response, it states
that 1 additional night stand is being added. That is incorrect. The night
stand that is scheduled to be delivered on 3/29/14 is one of two night stands
that I ordered and paid for with my original order on 1/30/14. At the time of
purchase on 1/30/14, I ordered and paid for two night stands. On 3/8/14, only
one night stand was delivered. Thus, in the company's response, "adding 1
additional night stand" implies that I am receiving a night stand that was
not part of the original order or that I did not pay for.
A gift card of any amount that is exclusively for Ashley Furniture will not be
of value to me. After the aforementioned unsatisfying experience, I do not intend to make
any future purchases at any Ashley Furniture store.
Regards,
[redacted]

Good Afternoon,We are pleased to address the consumers concerns, however, per my previous response we have been unable to connect with the consumer to move forward in doing so. Most recently our Customer Care has left messages for the consumer on 10/9/17, 10/2/17, and 10/31/17 with no return call. Our Customer Care has also sent an email as well as of 10/31/17 in the efforts to contact the consumer to no avail. Please advise if there is any additional contact information the consumer may provide at this time so that we may continue to move forward in addressing their concerns.Sincerely,Deannie F[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received delivery of a gold accented set on 5/10/14. It was shortly thereafter brought to our attention the consumer had concerns with the gold...

accents not being prominent enough. Upon reviewing the pictures sent by the customer we did find it to meet manufacture specifications of this particular set. It is meant to have gold accents throughout and will vary from piece to to piece. The consumer felt the floor model had more prominent accents than the pieces they received. It was advised at that point in time it is in the design of the set to vary with the accents, as well as lighting can effect the visual representation. Many of our floor models to have spot lights on the individual pieces to highlight certain aspects. With that being said, we do want to ensure we do everything within our power to ensure customer satisfaction. The customer was ordered a new complete set from the manufacture all  pieces were exchanged on 7/26/14. This was a courtesy order as at no point and time did we feel these pieces were outside of manufacture specifications. The customer was still unhappy with the gold accents, as they felt the new pieces did not resemble floor model as well. The customer was than readvised due to the nature of the design all pieces will vary in production. The customer was offered to take the floor model in lou of the 2nd delivery as thus far this was the only set that met their expectations and declined the offer. We in turn did send a technician to add gold accents. However, upon the service visit we found the customers expectations of adding these gold accents to the pieces and ours was not of the same. It was determined at that time we would not be able to meet their expectations of the work inclusive of and the allotted work time need was estimated to be 16 to 24 hours. The consumer wished for each accent to be clear and precise. Not only is this not the intention of the manufacture, we can not allocate that many hours of technician worktime to address a set  found to meet our manufacture specifications. I do apologize the customer was not pleased with the end result, however, we firmly believe we have done everything within our power to address the concerns. Best Regards,[redacted]

To Whom It May Concern: Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  Our goal is to delight our customers and in your circumstance we have sent out a specialist who determined that the product is up to manufacturing standards.  Under the...

terms and conditions, your product would not be eligible for a return as their is no manufacture defect present. 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. Ashley Furniture delivered the item on Friday 01/08/16. 
Regards,
[redacted]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  Our records indicate that we have ordered and shipped a brand new mechanism that will delivered on 3/2/16.  Our specialist is scheduled to install this new mechanism on...

3/5/16.  Please contact us if there is anything further that we can assist you with.Thanks,Melanie

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]

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]

To Whom It May Concern:Thank you for your prompt response.   Ashley Furniture HomeStore is only responsible for manufacture defects, we believe that the service specialist will not be able to assist you with a peeling or lifting veneer do to moisture.  Most table top damage must be repaired in a repair facility.  We would be happy to offer you a discount towards a new purchase.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]  However I am currently in [redacted] volunteering at an orphanage for the next few weeks.  I will try to get a calling card to contact them.  Thank you.
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.This response from Ashley Furniture is an outright lie! They have not contacted me about a delivery or a service technician for repairs, since my initial complaint via the Revdex.com on June 14, 2016. Furthermore, I would not have scheduled a technician to come to my home on June 24, 2016 as indicated in Ashley Furniture's  response as I am currently on vacation, which has been scheduled for the past several months. I look forward to a prompt resolution regarding this matter. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Hello Melanie,It is now 2 weeks and 1 day since your delivery of your poor quality furniture. This furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumer. It is pure junk. I understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumer. Returns the next day or later I understand is not in your companies best interest. But that said I also feel that in the regard to our experience with this product I would of expected Ashley to make a business choice to help make this better for a returning customer of yours. I have bought other Ashley products with no issues at all, even bought online some products for my daughters room. That online purchase was returned to your company with no issues 2 weeks after delivery. I was told I had to pay ups shipping to return product and I had 30 days to make the return with a 100% return of my money. I don't understand why ordering it online in the store is different from that. I also don't understand why you say that you don't have that 30 day return policy for online purchases as I have done that in the past. As noted I don't understand why Ashley is willing to lose a customer over me calling 2 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troubles. This action was only requested from us because we did not see furniture in store to check out and my wife and delivery men were in a rush at time of delivery to move on and get back to work. I feel this is not the next day or later and maybe thought Ashley would after my offer of paying for the return would make a business choice to have customer retention. Unfortunately this experience has been very eye opening about Ashley furniture and the rigidness about not satisfying a very reasonable customer request two hours after time of transfer. Your customer service personnel that I called 2 hours after delivery told me the same thing about exchanging furniture. We did not take that offer then or now because it does not work for us this time. The reason it does not work for us is that we are looking for black furniture only. The store we visited does not have black furniture for our bedroom so that is why I cannot accept that gesture of good faith then or now. It is upsetting to us that Ashley did not make a exception for us literally 2 hours after the transaction not days or weeks. How does your offer of only in stock furniture work for us? It is common sense then and now that we cannot accept that I'm sorry but also thank you for the offer then and now. I had no recourse then and now but to go to the Revdex.com. This is to what I would think very bad for a company.I have offered a moderate restocking fee and pay another delivery fee to make the return. It has been 15 days now and we have not moved into our brand new room because we don't want to hurt your furniture so it is in perfect shape when it is returned untouched. Also as noted the one dresser has a broken side pressboard panel that we found the same 2 hours later upon thorough inspecting when we got home after work. Can we please come to a conclusion that the exchange does not work for us and the last and only thing that could satisfy both of us is a one time exception to the return policy for us.
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,

To Whom It May Concern:
 
Our records indicate that we spoke with this customer and rescheduled them for March 8th, per their request.  Please notify us if there is any unknown concerns with that date.
Thank you,
Melanie

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. On behalf of Ashley Furniture I apologize for any delays the consumer may have experienced in the delivery of their most recent...

purchase. I am pleased to update you that the consumer received delivery of all merchandise in full on 5/14/2016. All items were reported to be in good condition and services have been rendered in full. Please feel free to advise if I may be of any further assistance to the consumer.
 
Best Regards,
Deannie Ferrell

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]
I received a response to my complaint from Ashley Furniture which stated the furniture I purchased was delivered to me on 12/31/14. This is NOT true. I have no furniture. Nothing has been delivered and no refund has been made. I called to discuss this with them and no one answered. I left a message and have yet to hear from them.
This message did not get attached to the rejection email.
Complaint # [redacted]