Ashley Furniture Homestores

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]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been diligently working with the consumer to address her merchandise concerns. We are pleased to advise we were able to provide a resolution to...

the consumer that was agreed upon by all parties as a proficient manner in which to address he concerns. A service technician was scheduled and performed a service inspection on 9/13/16, whereas parts were advised to address the merchandise concerns. However, upon further review on 9/19/16 we re-evaluated the consumers concerns and request and a service exchange was entered for the consumer. The consumer in turn has since spoken to our customer care supervisor whereas the offer to exchange was provided and accepted by the consumer on 9/21/16. A new item is currently on order for the consumer in preparation for the upcoming exchange. We are confident all concerns will be resolved in full upon completion. Please feel free to advise if we may be of any additional assistance to the consumer or if they have any additional concerns requiring attention at this time.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. We most certainly extend our apologies for any inconveniences the delayed merchandise may have caused the consumer.  at this time the consumer is in...

schedule for today, 4/11/2015 for delivery of the remainder of his merchandise, with  the exception of one piece as we are still awaiting it's arrival from the manufacture. We are pleased to schedule delivery of the remaining item upon receival at the distribution center. Best Regards,[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize, however, the consumer has been advised that [redacted] does require any mattress/base concerns solely be addressed with a factory trained [redacted]/[redacted]...

technician. The consumer has advised our customer care department they have since been in contact with [redacted] as of 9/21/16 and they are requesting additional pictures of the consumers concerns at this time. Per the manufactures procedures and protocol set forth to Ashley as a distributor, the consumer would need to continue working directly with the manufacture to address their concerns.Please feel free to contact me if you have any additional questions or concerns regarding the information provided. Sincerely,Deannie F[redacted]

Good Morning,
We have reviewed the customer's concerns regarding her furniture with the customer and have her scheduled for service with our furniture craftsman to complete her part installation on 05/28/14 per her request. We are not responsible for personal...

property damages not reported to us within 24 hours of the actual delivery date. The signed delivery receipt does not notate any furniture or property damages at the time of delivery.
Regards,
[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you or bringing this consumers concerns to our attention. After careful review of the consumers concerns we have extended the offer to refund [redacted] for her most recent purchase with us due to a...

delay of the arrival of her merchandise to our distribution center. [redacted] has been issued a full refund and should be expect it's arrival in 3 to 5 business days.
Best Regards,
[redacted]

Good Morning,We here at Ashely Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer to further address her concerns on 8/20/15. I advised the consumer at that time I would be pleased to address this for her as well as apologized for her most recent experience with us as it is our company mission to strive for excellence. I did advise the consumer I would be pleased to assist in coordinating the delivery of the pending merchandise in the effort to resolve her original concern. The consumer did decline and advised she wished to continue to seek a refund for the items. Upon further reviewing her concerns we will be extending the offer to refund the undelivered items per the request of the consumer.Best Regards,
[redacted]

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced.  The consumer first contacted Ashley Furniture in May of 2015.  His complaint was that the bed was making noise.  As per our terms and conditions of our sale, we sent...

out a service specialist.  The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed.  Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor.  This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed.  On December 30th, 2015 we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint.  The customer refused the non-skid pads and has refused subsequent offers. 
 
The concerns with this customer's bed are not manufacturing defects.  Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx
 
At this point, the customer does not have a warranty issue and has not complied with any suggestions.
 
Thank you,
Melanie

Good Afternoon,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attention. We have been working diligently to address the consumers concerns. We have had multiple service visits for the merchandise as well as picked up...

for warehouse repairs. On the most recent and final repair , the unit was picked up on 11/13. Upon picking the item, it was inspected and found to be with in manufacture specifications. All concerns were to be found of normal wear and tear and directly related to use. However, in the efforts to satisfy the consumer repairs were made to the consumers specifications. The item was delivered back to the consumer on 12/1. The consumer signed for the item to be in good condition as well as verbally advised our customer care department all concerns advised were resolved. At this time all concerns for the consumer have been considered to be resolved in full. Please advise if you require additional information as I am pleased to provide all pictures and service dates correlated with the consumers concerns. 
Best Regards,
Deannie F[redacted]

Spoke to the guest.  We are picking up the bed and refunding the delivery.

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.[Ashley furniture has had several opportunities to tell me the truth, but decided to use deceptive information for there own advantage.   Consumers beware of shopping at Ashley furniture. I would not accept furniture from Ashley if it was free.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 sincerely apologize for any inconveniences the consumer  may have experienced with the delivery of their most recent...

purchase. I can confirm at this time all items have been delivered in full and service were rendered on 10/13/2015. The consumer was offered compensation in the form of store credit and did accept the offer to do so.
Best Regards,
*
[redacted]

To Whom It May Concern:We would like to offer this customer a full refund for the mattress pad, providing that the item is in new condition in the factory packaging.  In order for the customer to receive the refund, the customer will need to bring the item into the New Rochelle...

store.  Thank you, Melanie

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience this consumer may have experienced.  This consumer decided to take advantage of one of the financing options that we offer in store which is a rent to own option with Acceptance Now.  Many of the...

concerns that the consumer brought up in this complaint are processes specific to that financing option.  Although, we offer this financing in our showrooms, Acceptance Now desks are operated and governed by their policies and procedures.Thank you, [redacted]

The Sales Manager involved states that the customer understood his explanations about the  difference in price but decided to keep the sofa only and get a refund for the chairs, which we did ($1107.95 refund) The customers receipt is not for leather chairs but for fabric. We invite...

the customer to come to our location and speak to a Sales Manager that can work out the best price for the [redacted] family. Please let me know if I can offer any further information. Thank you

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  We would be happy to set up your exchange at another time.  At this point, based on the terms and conditions of the sale, we would not be able to accommodate a...

return.Thank you,
Melanie

To Whom It May Concern:Ashley Furniture HomeStore apologizes that the consumer is not satisfied with the response.  In this particular case, we have determined that the item is up to manufacturing standards.Thank you, Melanie