Ashley Furniture Homestores

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.Attempts have been repeatedly made to repair this piece of furniture. Each technician has stated it will break again. The issue is the same issue that has existed since the first complaint.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
I visited Ashley store in cattle place last night and requested manager [redacted] to look at all orders from den 6th and on. She found that my credit card number was used for someone else's purchase made on feb 7th 2016. This needs to be reversed because I am not paying for anyone's else merchandise and this was done in error by salesman names Tim. Please speak with [redacted] because she is aware and needs to refund my account.
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: [email protected].
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 resolutionMy couch seat is still leaning to the side. I still have parts here that were not installed. Every time a repair person comes to my home they each find or say something else is wrong with it. They have never been in agreement of the issue. One even went as far to say there was nothing issue at all, When indeed there is a major issue. We purchased this couch in May and have had all the cushions replaced and the wood frame put back in place. The cushions are sagging in the front and the recliner seat is still leaning when we sit on it. I have a metal frame at my home that was shipped to me to be replaced, they never installed it and told me to do whatever I wanted them with it. Throw it away, scrap it etc. I am extremely dissatisfied with this product. I can be reached after 5 any day at [redacted] I don’t not have the ability to talk on the phone at my work place. 
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 still don't have the refund.Regards,[redacted]

Good Afternoon,
I have reviewed all paper work provided by the consumer in regards to this matter. I do apologogize the consumer is displeased with the direction of store credit, however, it does state in the paperwork  provided to the BB&B by the consumer that any refunds of the extended warranty will be in the form of store credit only. It is our decision at this time the refund will be offered as store credit. The consumer has has not been able to provide any proof to validate the dispute. As well as the recepits brought forth further conclude we did do our due diligence to provide written documentation of our policies and procedures.
Best Regards,
[redacted]

To Whom It May Concern:
Thank you for your inquiry.  Ashley Furniture HomeStore offers this table with two 18" leaf extensions.  This table will wobbly when the table is extended because of the pedestal design.  Since the customer was not originally happy with...

the table and we were trying to satisfy her, we have replaced this customer's table at two different times in both June and July.  Each time the customer has accepted the table and found fault in the unit after the delivery team has left.  We have sent service specialists who have determined that item is up to manufacturing standards and does not have a manufacturing defect.  At this point, this is a preference and would not be covered under the one year limited manufacture warranty.  Ashley Furniture has tried to satisfy this customer since October 2014.   
Thank you,
Melanie

July 10, 2017
Revdex.com Serving New Jersey
1262 Whitehorse-Hamilton Square Rd
Building A, Suite 202
Hamilton, NJ 08690
Re: Revdex.com Customer Comment
Case: [redacted]
Dear [redacted] Thank you for contacting our Customer Care Corporate Office regarding case #...

[redacted] submitted on 6/16/2017.
Ashley furniture has thoroughly reviewed the complaints submitted and accompanying materials, in which the guest argues for a full refund relating to a knockdown service and a possible repair for another piece in question. Please note, we were unable to find the account with the information provided. May we please be provided with the name on the account and well as the customer ID found on the sales receipt? We ask the consumer to please keep in mind, manufactured warranties are only covered up to one year after receiving your merchandise. At which point, the consumer is responsible for understanding the terms and conditions for their protection plan. Ashley furniture would gladly offer more assistance within the bounds of our terms and conditions, however we do need more information of guest.
Again, thank you for contacting FDE Ashley Furniture Homestores and allowing us an opportunity to respond.
Respectfully submitted,
Factory Direct Enterprises LLC. d/b/a Ashley Furniture HomeStore
[redacted]

Our apologies,As you may or may not know, Ashley is a franchise that reports peeling items back to the manufacturer. Without the serial numbers we are unable to send a request for credit back from Ashley corporate. Please see attached forms showing the messages that come up prompting for a serial number. Also please see the page where we attempted to retrieve the serial number using the original invoice information, but since the order is four years old we are unable to track those serial numbers. In regards to the service, we attempted to order parts however Ashley prompts that there are no parts available for this item. If you are referring to the five year protection plan services that is a third party company in which you would have to begin a claim with them. Please see attached form of terms and conditions that is signed at the time of sale. If you did purchase a five year protection plan and need the information to begin a claim, or what it is exactly that they cover, please reach out to [redacted].Thank you

We value our customers and we want [redacted] to satisfied with his purchase. Our Terms of Sale state : All cancellations or exchanges will incur a fee equal to 25% of your purchase price.
We offer [redacted] the option to receive an even exchange on his furniture with no fee or...

receive full credit in the form of a store credit or gift certificate.

Good afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize for any inconveniences the consumer may have experienced due to the delay in merchandise. we are however, pleased to report that the consumer did...

contact us on 2/25/16 and advised of the merchandise delay and seeking immediate resolution. We were able to make his order available immediately for delivery and delivered all items in full the next day on 2/26/16.The delivery has been confirmed to have been delivered in full and all items to be in perfect condition. All concerns have been considered resolved in full. Please advise if I can be of any further assistance. 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.
I spoke with Deannie F[redacted] and Stephanie W[redacted] regarding our situation. We agreed they would send us a new set of tables and then send a crew to fix the sofa sleeper. I just had to refuse service a few minutes ago due to not having the amount of promised goods as well as delivering damaged goods to replace our already damaged goods. I've e-mailed both Deannie and Stephanie and I'll be waiting for their response. THIS COMPLAINT SHOULD NOT BE FILED AS CLOSED AS IT IS STILL ONGOING. I am waiting to see what their solution is to rectify the situation.
Regards,
[redacted]

Good Morning, We here at Ashley Furniture Homestore would lke to thank you for ringign this consumers concerns to our attention. We apologize for any inconveniences or delays the consumer may have experienced in receipt of their merchandise. Upon further research I can confirm all remaining...

undelievered merchandise was delivered on 1/28/15. Please feel free to advise if I can be of any further assistance to the consumer. 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.Yes, they did offer a refund and we were told that we had two weeks to accept the offer or it would be taken away. They one lady from customer care told us they offer is already over extended and we need to made a decision quickly or we would lose it. At this point we felt bullied, and my wife just wantted to walk away, but I wanted to find a solution. We felt completely pressured to make a decision and buy something that we didn't want, but we had no option or we would lose the money the offered and had to money in to get leather or we would had fabric which that's not what we paid *k for. Our love seat starting peeling in the same way, which in my eyes means defective, but we were denied that claim. So now we have a defective couch, peeling loveseat, the set is discontinued and being told to get a fabric set and put the loveseat in another room.  Nobody seemed to worry that we had two defective pieces of furniture that went defective in less than 2 years. I invited them to my houses which is 3 miles to the store to see that the furniture was taken care of. So I feel that we should be refunded the [redacted] we had to put in for another piece and a refund for for our extended warranty that we were told to buy and now we have no warranty on any furniture that is sitting in our living room
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never removed the law tags from either the mattress and box spring. The technician never touched the mattress or moved it, he simply placed the measuring tape on the covers and never looked at the mattress as we requested.
Regards,
[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. I can confirm the consumer did receive a partial delivery on 8/25/16 of all available items. The consumer has since been contacted in...

regards to the remaining items to be delivered and is currently on schedule for delivery on 8/31 to receive delivery of all undelivered items to complete the order. We are confident all concerns will be resolved in full at that time. Please feel free to advise if I may be of any additional assistance to the consumer. 
Sincerely,
Deannie F[redacted]
*

Good Afternoon,
 
 Thank you for the update and  bringing this or attention. We are pleased to place an new drawer on order for the consumer. Please let me know if I can be of any further assistance.
 
 Best Regards,
[redacted]

According to our system we have delivered all the furniture.  I have left another message for the guest to call me to confirm and to make sure we have resolved all their issues.

Complaint: [redacted]
I am rejecting this response because:
I don’t see anything in these pictures but a dent
on the mattress in the center as I have told you prior. You guys can hide
behind the corporate language and loop holes, but it comes off as corporate
rhetoric.  The truth is there isn't any
significant damage to this Mattress except that it sinks in the center and is
causing me and my wife significant back pain. Furthermore, the reality is that
you sold us a Garbage Mattress and you disguised it as a Great Mattress. I paid
top dollar for it and it isn't worth anything. [redacted] and Ashley you guys don’t sell
good products, I was duped. I was misled; if any credit should be given to your
company it is for your Marketing Dept. or Partner, not to the equipment you
sell, because I believed that you guys sold good products there and boy was I
wrong. Here is a link of 295 people who have went online to state similar issues
that they are having with your product (http://www.consumeraffairs.com/furniture/[redacted]_mattress.html),
in case you feel that my complaint is isolated, and boy is there more
where that came from, I could imagine the people who didn't want to go to the internet.  I will never enter
a Ashley store and I will urge people who I know to totally disregard [redacted] products,
they are awful and no different than any regular dept. store or generic brand.
Truly I feel that you guys don’t believe in your warranty which is why it is
offered complimentary with the product. 
Kind Regards,
[redacted]

The customer spoke with Revdex.com and indicated he was satisfied with the outcome of the complaint.