Ashley Furniture Homestores

Good Afternoon, Thank you for bringing this consumer’s concerns to our attentionUpon further review we found that the consumer’s financing company has since picked the items up from the consumer’s home per the consumer’s requestAshley Homestore has refunded the down payment provided to us in the amount of $ [redacted] All concerns for this consumer have been considered to be resolved in fullAny additional monetary refunds would need to be addressed with the Progressive financing company at this timePlease feel free to contact us should you have an additional questions or concerns regarding the information providedSincerely, DEANNIE F [redacted]

I have spoken to the guest and ordered the correct color sectional We have scheduled the exchange for 3/

To Whom It May Concern: Thank you for contacting us in regards to your concern Our records indicate that the refund through the finance company was processed on 6/16/ The account should reflect that payment was processed If you for some reason that refund is not reflected, please contact us at [redacted] *** Thank you, [redacted]

To Whom It May Concern: This customer received a replacement today Please let me know if there is anything further that we can assist them withThank you, [redacted]

Complaint: [redacted] I am rejecting this response because: Hello Melanie, It is now weeks and day since your delivery of your poor quality furnitureThis furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumerIt is pure junkI understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumerReturns the next day or later I understand is not in your companies best interestBut 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 yoursI have bought other Ashley products with no issues at all, even bought online some products for my daughters roomThat online purchase was returned to your company with no issues weeks after deliveryI was told I had to pay ups shipping to return product and I had days to make the return with a 100% return of my moneyI don't understand why ordering it online in the store is different from thatI also don't understand why you say that you don't have that 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 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troublesThis 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 workI 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 retentionUnfortunately 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 hours after delivery told me the same thing about exchanging furnitureWe did not take that offer then or now because it does not work for us this timeThe reason it does not work for us is that we are looking for black furniture onlyThe 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 nowIt is upsetting to us that Ashley did not make a exception for us literally hours after the transaction not days or weeksHow 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 nowI had no recourse then and now but to go to the Revdex.comThis is to what I would think very bad for a companyI have offered a moderate restocking fee and pay another delivery fee to make the returnIt has been 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 untouchedAlso as noted the one dresser has a broken side pressboard panel that we found the same hours later upon thorough inspecting when we got home after workCan 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: Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only At the time of purchase, we would have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described The table that you purchased is a solid wood table with veneers This table should not be exposed to liquids sitting directly on top of the finish This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece Thank you, Melanie

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionAt this time we have provided full resolution to the consumer in regards to the merchandise concerns listed in the complaintThe remaining item to complete the order was exchanged on 10/3/All services are considered rendered in full.In regards to the refund of the delivery feeThe 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 guestA merchandise credit in the amount of $was offered to the consumer, exceeding the amount of the delivery fee in which was originally requestedThe consumer declined our offerAt this time we would be pleased to allot the store credit for the consumer as previously advised'Best Regards, [redacted]

My girlfriend and I purchased a sofa and a bed totaling over $2kAfter waiting the two weeks for delivery, we excitedly set everything up in our bedroomOn the SECOND night on our the new, very expensive bed, the slats brokeOn inspection they had broken before and had clearly been wood glued back togetherMy girlfriend tried to call the store repeatedly to no availWe then drove across town to the store to be told we'd have to wait an hour for the manager to arriveWe waited and the manager pleasantly gave us the numbers to non-functioning voicemail boxes at the distribution center and NO other helpI finally got someone on the phone who told me it'd be 2-WEEKS before they could send replacement slats(God knows what those will look like) I could attempt to schedule a time for a "technician" to come and repair the bedThe "technician" who had delivered the bed originally drove, almost to a fault, every screw crookedBefore you buy from this den of horrors, remember that "ALL SALES ARE FINAL"They use easy financing to lure you into buying crap furniture and leave you out to in the cold once the ink is dryThey'll up-sell you into "protection plans" that mean that someone MIGHT talk to you as opposed to giving you a non-working number in Tora BoraSure, I'm pissed off about the bedBut if somebody would actually respond instead of running me through a maze of platitudinous bollocks and incompetent, apathetic drones, I wouldn't be half as angry as I am If you love yourself and your family, for the love of all that is holy go somewhere else, before it's too late

Good Afternoon,I have reviewed the information sent in by the consumerWhile we do stand behind our year manufacture warranty, the concerns the consumer is experiencing are not lilted as any manufacture concernsThe seating as previously advised is not frayed it is scratched by what would appear to be a foreign object while in useThe concerns brought forth are not of wear and tear inclusive of the manufacture warranty and are believed to be related to misuse of the merchandisewe 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.UpholsteredFabricYear 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 transfersThiswarranty does not cover tears, flattening of nap, pilling, fading, or shrinkingand is not valid when heavy soiling or abuse is evidentThis 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 defectAshley Furniture Industries, Incwill 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 We do sincerely apologize the consumers concerns have remained unresolved as mentioned in her complaintI have spoken to the consumer and advised we would be pleased to address her concerns with the merchandise in her home at this timeWe did advise the consumer that we have no notable conversation with the consumer until most recently when our customer care department was contactedShe was advised due to the lapse in time between August of and August we would be unable to identify any further details in regards to the exchangeAs well as exchanges offered are time sensitive and we would not be able to honor an exchange at this time due solely to the time lapse before being re-brought to our attention.In regards to the repairsIt is within our company policy and procedures to address any merchandise concerns in home via service, should it be a viable option to resolve all concerns brought to our attentionThe consumer was advised we are confident all concerns recently brought to our attention are addressable through service of the merchandiseAt this time no services have been rendered as the consumer has not allowed us to move forward in addressing her concerns outside of a full exchangeThe consumer was advised that she has surpassed her year manufacture warranty , however, we have all intentions of making this right for her.Best 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 called the number left on my voicemail and have not received a return call Once my purchase is corrected then I will notify if it is satisfactory at that time 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 I received an email on 4/2/from MsF [redacted] saying it would not be at the distribution center on 4/but rather 4/I recognize that this is only days later than the other estimate, but this is all I have been getting from this companyLater and later datesFirst it was weeks from 1/16/which would have been 2/ The next date I was told on 2/was 3/On 3/I was told 3/On 3/I was told 4/and on 4/I was told 4/ I get that these are "estimate" dates, especially when initially told But when your item takes weeks to be delivered, when they told you three, this is a GROSS miscalculation on their partThey need to tell customer UPFRONT that items are EXTREMELY backorderedand informed along the wayI had to call every single time for a status, except for this very last one, which I'm so fed up at this point it doesn't even matterI do not expect my furniture to be delivered next weekIt will be at their distribution center 4/9, so therefore they won't call me for delivery until at least 4/(since they are closed Sunday and Monday) Our weekday availability for delivery is non existant because we actually have jobs during the day - and they only deliver during the week days (not evenings when people are actually home) and on Saturday (just how we want to spend our weekend!) I was offered a measly $gift card to the store, on my third round or so of complaining Why would I EVER step foot in this store again after this horrific experience? To me, that was a HUGE slap in the face "We provided TERRIBLE customer service, but shop with us some more!" Fool me once shame on you, fool me twice shame on you I requested a refund of the delivery fee, which is only slightly more than $100, but that apparently "can't be done" The no refund policy is ridiculous, but I suppose they do this because they would go out of business since people would be asking for refunds ALL the time because their furniture takes a quarter of a year to be delivered Regards, [redacted]

According to our system the guest has picked up the pillows I have left a message with the guest to confirm I have also refund the guest the money she paid for the pillow she purchased and I gave her a second one for free

To whom this may concern, We received your claim and have looked into your account for a better understanding of your situationUpon further investigation, we see that the product in question was picked up from the home on 8/13/and a full refund was provided for $ 999.33.If there are any other questions or concerns please contact customer care at ###-###-#### Have a wonderful day

[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 meAshley Furniture delivered the item on Friday 01/08/ Regards, [redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attentionWe have been working diligently to address the consumers concernsWe have had multiple service visits for the merchandise as well as picked up for warehouse repairsOn the most recent and final repair , the unit was picked up on 11/Upon picking the item, it was inspected and found to be with in manufacture specificationsAll concerns were to be found of wear and tear and directly related to useHowever, in the efforts to satisfy the consumer repairs were made to the consumers specificationsThe item was delivered back to the consumer on 12/The consumer signed for the item to be in good condition as well as verbally advised our customer care department all concerns advised were resolvedAt this time all concerns for the consumer have been considered to be resolved in fullPlease 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]

Thank you for your response Please feel free to contact me directly at [redacted] Ext *** Thank you, Melanie

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

To Whom It May Concern: As previously stated, this customer's concern would be resolved through the customers protection plan As a courtesy, Ashley Furniture HomeStore covered the cost of the parts to repair the customer's concern If the customer would like additional assistance with the protection plan company, please have him contact our customer care team at ###-###-#### Thank you, Melanie

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