Ashley Furniture Homestores

To Whom It May Concern:
Thank you for choosing Ashley Furniture.  It is our goal to delight you.  As such, we have provided a one time exception that was listed on the first response.  In your circumstances,   that would be the exception available at this time. 
 
Have a great day,
Melanie

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing the consumers concerns to our attention. We have researched further into the details of the complaint and would like to take a moment to elaborate on the advisement most recently given to...

the consumer via their customer care representative.On 8/4/15 the consumer picked all items from our distribution center. At the time of pick up we do request that all items be inspected and signed for as received in good condition. The consumer did sign for receipt of all items and to be in good condition. Items were since moved to our understanding via a moving van to North Carolina. The consumer called in on 8/8/15 upon arriving to North Carolina to advise of damaged items. Upon receipt of the concerns being brought to our attention pictures were requested and reviewed. The damage displayed in the pictures brought forth were extensive as the item appeared to be damaged in transit due to the extent of the displayed damage. We sincerely empathize with the consumers merchandise concerns, however, we would be unable to move forward with addressing with the information at hand.We did however offer to send any and all orderable parts to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.Signed invoice of the consumer piking up the items in good condition and correlating pictures can be furnished upon request.Best Regards,[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time all concerns have been considered fully resolved and all services rendered. In the efforts to resolve the consumers concerns a second delivery team was...

sent on 4/25/15 to atempt the delivery and was successful. Please advise should the consumer require any further assistance and it would be my pleasure to do so.Best Regards,[redacted]

Good Morning, Thank you for the additional update in regards to the consumer. Per our records the consumer has since been reordered new items and is currently on schedule for delivery of these items on 10/29/16. I have reached out to the consumer today and left a message with her advising her to contact me personally if my information was incorrect and/or not satisfying her concerns to her satisfaction at this time. I am pleased to assist in any way necessary to ensure the consumer is satisfied with all products purchased so that she may be able to fully enjoy her new purchase. Please advise if any additional steps need to be taken to address the consumers concerns 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. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in awaiting the arrival of the order to be delivered in full....

I am pleased to advise the consumer is currently on schedule to receive delivery of all remaining items to fulfill their order on 9/22/16. We are confident all concerns for the consumer will be resolved in full upon completion of the upcoming delivery.Please feel free to advise should the consumer have any additional concerns requiring further assistance at this time as I am pleased to assist in ensuring the consumers satisfaction with their order.   Sincerely,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 sincerely apologize for any inconveniences the consumer may have experienced while awaiting the arrival of the remainder of their order. I...

am pleased to confirm all items pending delivery were delivered in full on 10/23/15. At this time the consumers order has been fulfilled and all concerns have been resolved in full. Please advise if I can be of any further assistance in addressing this consumers concerns.
Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is still a odor coming from this chair.
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 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]

We have picked up the guest table and are refunding her the money.  I have left a message to make sure she has received the refund.

I have left a message for the guest.  According to the note in our system.  we repaired the table in March and the guest sign that repair was complete.  I broke again in May.  We sent a tech out to fine it was damaged again and the damage appeared to be accidental damage not a...

defect.  We told him to call the extended protection plan company.  He told us they denied the claim.  We were going to repair the table one more time as a courtesy since the protection plan company denied it. but the guest refused to have us repair it.

Complaint: [redacted]
I am rejecting this response because:If they are truly sorry about our disatisfaction they would have been more customer focus.  Ashley Furniture was informed during our purchase that my 78 year old mother was going to be home alone and we were concern of her having to accept the furniture without someone helping her inspect the product.  Justin the manager assured us that their delivery employees would be certain to inspect the product to meet their product quality.  This is a defenct not a damage.  We asked to speak to a manager on two different occasions and the customer service representative refusred to transfer the call to the manager claining they had the same authority.  In addition, Ashely Furniture is only offering to send the inspector technician on Thursday.  This timeframe does not meet our schedule.  Our available schedule is any weekday after 4:30 p.m. or weekends any time.  We are asking for either a refund or store credit the recliner we purchase does not meet their advertised quality.  We do not understand why they wont at a minimum give us a store credit.  The representative's argument is that they can not sell the product to anyone else and they should have not sold it to us in the first place with such defect.  They took advantage of a senior citizen.  Please provide an appointment that will meet our schedule as well not only yours.
Regards,
[redacted]

To Whom It May Concern;
Ashley Furniture Home Store apologizes for any difficulties that you have incurred.  Each Ashley Furniture Home Store is independently owned and operated.  When this consumer made this purchase, our franchise was not the owner of record for this location.  We do not have the paperwork and receipts from the original purchase.  We apologize that this consumer did not read the contract that was originally mailed to them 4 to 6 weeks after the purchase.  We really value our consumers and would like to offer the customer a 20% off discount towards a new purchase of any product not currently under any promotions. 
Thank you,
Melanie

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.  We do apologize for any inconveniences this consumer may have experienced in regards to the scheduling of the most recent delivery. I can confirm that the...

consumer has been placed on schedule for the delivery of items on 10/22/15. We will do all with in our power to ensure for a successful delivery.In regards to the delay in receipt of the merchandise, please allow me to provide further details as we have documented attempts to contact the consumer to schedule dating back to 12/23/15. Our records show that we attempted to contact the consumer to schedule for the remaining order on 12/23/15, 4/29/15, 4/30/15, 6/27/15, 8/7/15, 8/22/15. The failed deliver attempt was not successfully scheduled until 9/25 upon re-establishing contact with the consumer. Best Regards,*
[redacted]

I have spoken with the guest this morning.  We do have the correct parts on order and they should be shipped in the next week but the guest is going to be out of town, so I am going to see if they can delay shipment.

I have spoken with the guest and explained the policy.  We will exchange the set for something else but we have a no return policy.  If the guest purchases something more expensive he has to pay the difference if less the difference is to go on a gift card.  I am giving the guest an...

additional 10% off  the new purchase for the inconveniences.

I have spoken with the guest..  There is a one year warranty on the furniture against manufacturer defects.  We don't keep parts in the store, we have to order the parts, which we did on 11/22.  One of the parts are on back order until 12/26.  He guest didn't want to wait so he...

was going to just purchase a new recliner.   We order all the furniture was it is order so we didn't have the recliner.  The first date the manufacturer will be able to ship it is 12/30.  He wanted to use the chair off the floor until the parts arrive or the new chair arrives but we don't have a loaner program..

[redacted]
 
Please see the[redacted], as well as the correspondence below. I do believe that many of these concerns are cosmetic due to the leather. As you can see in the pictures we are sending him quality merchandise with slight leather imperfections. Wrinkling can occur during shipping and/or from the natural leather in itself. Wrinkling during shipping can be expected as we take great care to ensure we package well enough to protect the merchandise during shipping. However, as you can see from the correspondence I do not feel the consumer is looking for any further resolution outside of compensation. The offer was extended of an offer of $150 store credit. The offer was extended for this particular one piece in question which was purchased for $1,000. $150.00 in turn would be 15% back towards a future purchase. We do feel that is an appropriate amount based on the pictures I have attached. Please feel fre to reach out to me should you have any further questions.
 
Thanks,
 
[redacted]

Left message with the guest to schedule the delivery of the new headboard and to see if she has received the refund.

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. At this time the consumers concerns are in review with our customer care department. The consumer was originally declined service for his mattress solely due to the date in...

which the concern was called in. The consumer was delivered on 8/9 and our records dictated the delivery damage concerns were not brought to our attention until 8/15. Due to the lapse in time we would have not been able to correlate the damage to the delivery in itself. However, the consumer has since advised he has supporting documentation otherwise. Documentation has been requested and the consumer has advised he will email us for additional review. Please feel free to contact us should you have any additional questions or concerns in the interim. Best Regards,Deannie F[redacted]

To Whom It May Concern:We have reached out to this customer and assisted the customer through the claim process.  We are working with the [redacted] team and the customer to resolve the staining.  I will personally follow up with the customer with information as soon as [redacted]...

provides it.