Ashley Furniture Homestores

We have exchanged the loveseat.  I left a message to confirm that we delivered with out issues and that he received the pillows.

To whom this may concern, We have taken the time to look into your account and the paperwork seems to match up correctly, have you tried contacting Synchrony directly? We left a message on the phone number provided so we can discuss and go over the transactions you have and what we have on...

file, hopefully this helps correct any confusion. Please call the number that we have provided on the voicemail and ask to speak directly with [redacted] so she may partner with you and come to a resolution. Have a wonderful evening

To Whom It May Concern:The position of Ashley Furniture HomeStores remains the same.Thank you, Melanie

We returned the  sofa.  I left a message for the guest to confirm they have received their refund.

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has contacted the consumer to further advise an estimated date of 2/1 for parts to be received to address...

the merchandise concerns. The consumer was seemingly pleased with the advisement as we are continuing to address her merchandise concerns.In regards to the home damage claim, I have been advised the delivery company has contacted the consumer to further discuss and/or address on 1/13. The consumer was advised the delivery company would need to address all concerns in direct correlation with the home damage with the delivery company specifically as it is neither owned nor operated by Ashley Furniture.
Please feel free to contact me if I can be of any further assistance while we work towards resolving the consumers merchandise concerns.
Best Regards,
Deannie F[redacted]

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced.  We utilize third party craftsman in order to offer more options to our consumers.  We will be happy to schedule this customer for service.  Please...

have the customer contact our customer care call center at [redacted] and speak with [redacted] at extension [redacted] to coordinate a time that would be satisfactory. 
Thank you,
[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 resolution.]
On 1/4, the repair tech came to my home and determined he could not fix the table as it was made wrong, the door was cut incorrectly.   The recliner assemble is mounted incorrectly the frame and this is why the leg cross brace broke off when it was opened up to use.   He was unable to repair any of this and put in his report.      I then spoke to Tamia C[redacted] at Ashley Furniture and was told she would be ordering replacements.  She had to check her ** warehouse to see what they had and would call me on 1/5 with a date and time for exchange.   No call was ever received.   
On 1/10,  Dewan from Ashley Furniture, called me to find out how the repair went.   I had to tell him to go back to Ms. C[redacted], she was supposed to be replacing the items but has not called me since 1/4. 
On 1/11, Called for Ms. C[redacted], but she was unavailable.    I s/w Joe J[redacted], (Supervisor) who advised the replacement table is in stock, but they are waiting on the recliner, eta 1/27.   Someone will call me back once they have to schedule a delivery/pickup.  In the meantime, I am sitting with unrepaired furniture, waiting on a replacement, if it actually happens.      
FYI.   Ms. F[redacted] who responded to this Revdex.com Complaint is never available to speak when I call.  
Regards,
[redacted]

we hare refunded the guest..  Since he paid with a cash, it normally takes about 2 to 4 weeks to receive the refund check.. I do see the refund in our system so he should be receiving in the next 2 weeks..

Complaint: [redacted]
I am rejecting this response because: We have spent too many hours on this to start this all over from the beginning and have someone come out and “inspect”. We had to drive down to the Ashley store where they gave us the number to [redacted], what Ashley Furniture believed was the protection plan company. I called [redacted] where they couldn’t find me in the system. They told me to call Ashley’s again and get the plan number. I do that and was transferred to 3 different people to get this plan number only to find out that I was given the incorrect protection plan company. It turned out that [redacted] stopped doing business with Ashley’s before I even purchased my furniture. How I was directed to [redacted] to begin with is beyond me.  I was finally given the number for the correct protection company. When I called they put the claim in for the table and the 2 footboards. I was told the 2 footboards would go on the same claim so I was given only 2 claim numbers (one for the table and one for the footboards). At that time I was asked to send in the pictures of the damaged items which I did a couple days after once they were taken. A week passes and I hear nothing so I call back. The representative explains that they don’t call when a claim is answered but I need to keep following up. I was told then that my claim wasn’t looked at yet. Another week passes I call back and I find out that the footboard claim was only for one of the footboards and not both so I needed to open up a third claim. At that time they told me the first 2 claims were looked at but they were waiting for pictures. I explained I sent in the pictures a couple days after the claims were opened. They said they couldn’t locate them. I re-forwarded the email with the pictures. More time passes and I call back again. That’s when they tell us the table isn’t covered and that they need a reason for the footboards. We explained to them yet again that when the scratches were seen we reported them. As far as how they got there, we do not know. Then we spoke to Desmond which was no help either. We were told that this protection plan covered everything. No if, ands, or buts. I was lied to make a sale. At this point, can you blame me for not wanting to start over with an “inspection”? The resolution is to refund me $549.99 or my next phone calls will be to consumer affairs and my attorney.
Regards,
[redacted]

To whom this may concern,
This is a very serious matter and is time sensitive, please call in to our customer care center and ask for the manager Sahar or David ###-###-####. If you do not get a response please fax in a copy of the report with their name on the fax "ATTENTION DAVID AND...

SAHAR CUSTOMER CARE DEPT.", or go in to the original Ashley furniture store of the purchase and ask for them to scan and forward the reports to David, Sahar and Miryam along with your Revdex.com claim number.We see this purchase was made in April 2016, we need to partner up to get this matter resolved.
We assure that none of our furniture contain bedbugs or leave our warehouse without inspection. They are sealed and sent to us directly from the manufacturer but we would like to look further into this situation.
 
Thank you

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.
As of 6/26/2015 I have not been contacted to come into the store touse my credit , but I will be awaiting that information. And I hope they provider me with an email or some written information so My husband and I are not given a difficult time by the store employee's like last time.  Thank you for your assistance on this matter.

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced with their merchandise concerns. Our customer care...

department has been in contact with the consumer as recent as today, 1/6/16 in the efforts to continue to address their concerns. The consumer was offered and accepted an exchange of the corner chaise. A new chaise has been placed on order, as well as we have parts placed on order for the middle cushion for the armless loveseat. We are confident in taking these measures we will be able to offer the consumer full and complete resolution to their satisfaction.Please advise if their are additional measures required to be taken at this time to ensure the consumer remains satisfied in the manner in which their concerns are being addressed at this time.Sincerely,Deannie F[redacted]

To Whom It May Concern: Thank you for being a valued Ashley customer.  After reviewing your account, I was able to determine that some of the confusion was that these items were from a previous protection plan replacement.  As a courtesy, Ashley Furniture has ordered courtesy cushions...

and once they are completed being cut and sewn they will be delivered to the address that you provided. Thank you for being part of the Ashley family, [redacted]

The delivery is scheduled for 4/23.  I have left a message for the guest to call me to schedule for a date that works better for him.

I am rejecting this response because:This is not true at all.  I originally thought it was the cushion, requested another cushion, and it was sent.  When we sat on the new cushion, it immediately deflated.  I called again and a technician came and examined the couch.  IT WAS NOT THE CUSHION.  He said it was the springs which are broken.  They told me someone has to come to my home and repair it.  A BRAND NEW SOF!  The response was not true at all.

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 received a call from the Corporate office on Monday and was told they would call me back once they spoke with the Greenwood office regarding my complaints and refund of the rug.  I haven't received a call back so as of now I don't know if they have refunded the rug yet and what date to expect the money to return to my account.Regards,[redacted]

Good Afternoon,We here at Ashley Furniture Store would like to thank you for bringing this consumers concerns to our attention. We do apologize that the consumer has not received satisfactory resolution at this time for their concerns. I have contacted the consumer via the email address provided so...

that I may further assist in addressing their concerns. At this time I have requested additional information from the consumer so that I may address appropriately. I will provide further update upon doing so.In regards to the extended warranty purchased by the consumer. Please keep in mind that while Ashley Furniture does grant access for the consumer to purchase the extended warranty at the time of purchase, the extended warranty program is neither owned nor operated by Ashley Furniture.Best Regards,[redacted]

We spoke to [redacted] about her concerns. We assured her if her furniture does not fit into her home or into the room where it is to be used , she can re select something that will fit.  I believe this resolved the concern.
 
Thank you 
 
[redacted]...

[redacted]
GM

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer has been offered a pick up and full refund of the mattress. We are currently awaiting the consumer to choose a date for the pick...

up so that we may proceed with the refund for the merchandise.Best Regards,
Deannie F[redacted]

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have reviewed all information brought forth and want to all within our power to resolve the consumers concerns. The consumer has been advised we are pleased to...

service all concerns brought forth in regards to the merchandise. Parts have been placed on order, and upon receipt of we will schedule an service technician to install. Please feel free to contact me if you have any additional questions in the interim.Best Regards,[redacted]