Ashley Furniture Homestores

We are going to cover the mattress.  We no longer carry Simmons, so we are allowing the guest to reselect a different mattress.  We are giving her a credit for the cost of the original mattress, if she purchases something more expensive she is to pay the difference.  I have spoken to the guest and explained this.

Revdex.com spoke with the business. They are just waiting for the items to be delivered at this time. At that time they will be able to arrange with the customer getting their new items to them.

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.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. we have submitted a claim to the factory for the consumer to address the concerns with the manufacture, however, the manufacture has requested the...

consumer provide clarity on the serial numbers on the merchandise. The consumer was advised of such and was asked to provide clear serial numbers so that they may address the concerns accordingly. The manufacture does utilize this to track merchandise lots and further research the particular manufacture date. If the consumer is able to provide clarity on the  serial numbers we will be more than happy to continue working with the manufacture on resolution. Best Regards,[redacted]

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]

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 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]

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 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 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]

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 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]

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]

Well, I have several issues:
1. They never actually offered anything different through Revdex.com in terms of compensation (monetary, credit, etc.) or in terms of help; anything offered was already offered and hence triggered my desire to open a Revdex.com complaint.
2. The length of time I've been experiencing issues is poor; the initial order was in February and now we're into September.
3. Most companies go out of their way in order to resolve issues; Ashley seems to only replace items and not acknowledge a bad design.
4. Quite frankly, I didn't care about compensation, etc. if they would only fix the issues (as in REPAIR, and not REPLACE) in a competent manner.  Since their materials and workmanship is subpar, I'm stuck with two $1000 sofas that hurt my back (and my wife's), in addition to the other issues mentioned (the padding has been sinking a lot as of late, more so than an 8 year old sofa from a competitor that also cost $1000).
5. Issues that remain unresolved: Why is she saying that the leather has natural variations when the technician (that actually saw the sofa) states that the issues were man-made?  The previous issues that caused replacement were things like cuts in the leather, which are definitely not natural (so don't really accrue towards her variation reasoning).  In addition, the tables were continually put together incorrectly, and this communication never seemed to get back to the team who actually builds the tables.  I was fine with putting them together myself, however in that instance I did not want to be charged a delivery fee since it doesn't make sense to charge me that and also have me fix the furniture.
 
Since there seems to be repeated failed attempts at resolving the issue directly, I prefer to have a partial refund as initially stated and close this matter.  $100 in a refund for $2800 in purchases (nearly all of which maintained some issue confirmed by their own technicians) is insulting considering the amount of time I've had to deal with this issue, time off from work, and the hassle and frustration of being stuck with merchandise that is of insufficient quality.
 
Thank you.
 
[redacted]

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. However, I don't think that it should go unnoticed that the NJ customer service team made this process extremely difficult with the exception of [redacted], who was wonderful. They should really try to treat their customers with more respect and understanding instead of belittling and arguing with them when they deliver damaged furniture. It shouldn't take a Revdex.com complaint for them to make the situation right. 
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 the consumers first delivery was delayed due to the broken truck. We certainly empathize with the consumer, however, a concern in that regard...

is truly out of our control. The consumer was advised we would do all with in our power to resolve and would deliver at any time they chose. The consumer chose the following Sunday and advised they would only be available between the hours of 6am and 9am and were accommodated. In regards to the remaining item, the delivery for Weds, 12/30/15 was honored and services were rendered in full on said date. At this time all concerns for this consumer have been resolved in full. Please advise if I can be of any further assistance. Best Regards,Deannie F[redacted]

To whom this may concern,

black; font-family: "Verdana",sans-serif; font-size: 9pt;">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. 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: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