Ashley Furniture Homestores

Good Afternoon,We here at Ashley Furniture Homestore would like to thank yu for bringing this consumers concerns to our attention. On behalf of Ashley Furniture please allow me to apologize to the consumer for any delays they may have experienced in regards to the delivery of their merchandise. I...

have spoken to the consumer and was able to confirm the consumer is on schedule to receive delivery of all merchandise today, 1/27/15. We are confident all concerns will be resolved by the end of business today. Please feel free to contact me if I can be of any further assistance in addressing the consumers concerns.Best Regards,Deannie F[redacted]

I read the company resolution offer and declined.  The delivery person made a clear written description of the damage.  If I keep this piece of furniture, then I want a full refund for this piece.  No one buys furniture to keep a damaged piece in their home.  There is supposed to be a new one on order.  As far a excepting this piece upon delivery, the delivery men had already carried the previous damaged entertainment center out to the truck when they uncovered the current piece and noted the damage.  They did not want to bring the previous one back in and take the current one back, because either way I had a damaged piece of furniture until a new would arrive.  They said it was a heavy piece of furniture and assured me that I could keep this damaged piece while the next one as ordered.  I feel that even when I get a new piece, other compensation is deserved.  This has been a frustrating process.  Ashley does not delivery furniture on time, nor so they keep their word.  I want this resolved.  I will not buy from Ashley Furniture again after this is resolved.
 
[redacted]

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. We was also promised free delivery but wasn't followed through with. If we would had waited for delivery it would had been February 13th. Why wasn't this made priority? I also haven't pushed the matter that the 20% refund was only on half the purchase price, which would had been $400. I was also told I would get a call back and never did. Now we have to deal with furniture not correctly made. The tables don't set evenly on floor and the chair has little holes in it(looks like multiple staple holes), was going to talk with them when they called back, but like I stated never got that call.Regards,[redacted]

Deannie called from the business stated that the delivery was delivered in full on 8/12/2017. She stated that they did reach out twice. Once was on 7/26/2017 and offered a refund but the refund was denied that they wanted the furniture set up. Deannie stated that the delay was from the...

manufacturer.

I have spoken with the guest.  We had a service opened but closed it because we couldn't get in touch with the guest.  The guest is now out of warranty but I am going to do  one more courtesy service.

The guest is not using the extended protection.  We have entered an exchange under the manufacturer's warranty.  We have scheduled the exchange for 4/24.  I will follow up with the guest after we have delivered the new one.

Spoke to guest.  I explained that the VIP rebate is an in store credit.  I did make the exception for this one and we are refunding the VIP in the form of a check.  The VIP doesn't expire until 10/30/2014, so the check will not be mailed until 11/7/2014 since it takes 7 to 10 business...

days to process a check refund.

Good Afternoon,
I would like to thank you for bringnign this consumers concerns to  our attention. I did have the pleasure of personally coordinating [redacted] final delivery of her occasional three table set. She received her last and final delivery on 8/14/14. On...

behalf of Ashley Furniture I would like to apologize for any confusion or delays experienced in the delivering of her merchandise.
While I do empathize with the consumer, we will not be able to refund her delivery at this time. The merchandise was delivered in full and at this time all concerns in regards to th delivery of this purchase have been fully resloved and all delivery services were rendered in full.
Sincerely,
[redacted]

Good Afternoon,Please see the [redacted] referencing Mrs. [redacted] pick up. The consumer signed for all items being received in full and in good condition. As per my previous response we do take any and all appropriate measures to ensure the items are received and acknowledged to be in good condition at the time of pick-up and/or delivery.  Best Regards,[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize we have been unsuccessful in reaching an amicable resolution for the consumer at this time. We do feel we have done everything within our...

power to resolve the consumers concerns, as well as gone above and beyond our normal operating procedures to do so. Please allow me to provide further information. The consumer picked up the aforementioned merchandise on 2/14/15 as all delivery services were declined at point of purchase. Upon doing so the consumer does sign a terms and conditions whereas they are advised of our pick up policy and procedures. The consumer is provided the opportunity to inspect all merchandise at the time of pick up and is required to sign and document that all items were received in good condition. On 2/14/15 after returning home with the merchandise the consumer contacted the store to request assembly. The consumer was offered to assemble all merchandise for a $25 assembly as per our policy and procedures. The consumer declined all services. On 2/15/15, the consumer called into the store and advised she was having difficulty putting the merchandise together and it was damaged. Please keep in mind we can not be certain as to when the damage incurred as the consumer did document and sign for all merchandise being of good condition on 2/14/15. In the efforts to resolve the consumers concerns we did send a service technician to her home to assist in assembly and inspect for damage. All applicable fees were waived for the service. The service technicians findings we re that the items were damaged beyond repair. Customer service contacted the consumer and advised the we would be pleased to exchange the merchandise via delivery at no additional charge to the consumer. On 4/1 the consumer received and refused the exchange as she remain unsatisfied. We placed new items on order for the consumer and scheduled a second attempt exchange on 5/19, wheras the consumer accepted the delivery and made notations of her request to reorder and exchange. I spoke to the consumer on 5/20 and advised that I would be more than willing to address her concerns, however, I would need to have the opportunity to further research as I was unable to view the merchandise recently delivered and would need to educate myself further on her concerns so that I may ensure we address accordingly.  I have since reviewed the pictures of items delivered and cannot concur as to the damage as it is not visible in the picture provided by the delivery company and the consumer refused our request for further pictures. We do however understand that the consumer remains displeased  with her delivered items and would like to reach an amicable agreement to resolve her concerns. I have been authorized to offer the consumer a $100 credit towards the item purchased, to be given back in the original form of payment to keep the items as is. Should the consumer agree to offer we will be pleased to move forward in processing the $100 refund.Best Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We are currently working with [redacted] to resolve the consumers concerns. [redacted] services and exchanges all adjustable bases manufactured by...

[redacted]. I have been informed by [redacted] that a recent exchange was scheduled of the adjustable base, however, upon removing the original [redacted] was advised by the consumer they would allow for the new to be delivered at that time. At this time neither the consumer nor Ashley Furniture have possession of the merchandise. we are currently working with [redacted] to take possession of the merchandise so that we may extend the offer of credit to the consumer. Please feel free to contact me in the interim should the consumer require any additional assistance while we continue to work towards resolution for the consumer.
Best Regards,
Deannie [redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, my sofa still under the warranty.  In addition, the excuse of not being able to process claim because of the serial number they claimed should be on the sofa, it is simply unacceptable.  Ashley is clearly fully aware of these peeling product issue and therefore, should address it by replacing the sofa or providing full refund.  In addition, I was never offered any options of repair and I have  never received any communication from Ashley offering a repair, that is false statement.   
Regards,
[redacted]

To Whom It May Concern:
 
Ashley Furniture HomeStore apologizes for any inconvenience that this customer has experienced.  We have provided the customer a refund and have canceled their purchase.
Thank you,
[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 in contact with the consumer ina continued effort to address their concerns. At this time I am pleased to advise we have provided a full...

resolution to the consumer to address their concerns in full and to their satisfaction. On 1/19/17 the consumer was advised we would allot for a reselection of the recliner with a store credit of $[redacted] so that  they consumer may choose an alternative item of their liking. The consumer is currently in the process of reselecting at this time. Once the consumer has reselected the item, new will be placed on order and delivered upon it's arrival. Please feel free to advise if we may be of any additional assistance to the consumer or if any additional information is required in the interim.Sincerely,Deannie F[redacted]

After spending a few days shopping around for the best price and quality, once again we chose Ashley in Richmond on Broad Street. We purchased a gorgeous chocolate-colored sectional for roughly $1600.00. We paid it off in full just yesterday, as it was time to make the first payment. At the time of purchase, the salesman told us it would take roughly 2 months to come in, which has absolutely killed me waiting, I was so excited! Also, at the time of purchase, he scheduled us for delivery, which is SUPPOSED TO BE tomorrow, Saturday 10/13/16. He told us that the delivery fee was $139.99 (WHAT?) and we needed to come by the store and pay that right before the time of delivery. He would not accept payment that day, as he expressed several times it was due when we were contacted the week the furniture was ready for delivery. My husband called and talked to someone at the store last week and was told even though we were scheduled for Saturday delivery, Saturdays cost an additional $80! I refused to pay anything additional. I was given a Saturday date, I did not ask for one! We talked and decided that was pretty rude of them to do that to us. We tossed around the idea of renting a truck and driving to pick it up ourselves to avoid such a high fee. My husband went to the store this morning to make sure the sectional was still on time for delivery this weekend and to pay the ridiculous $139.99 delivery charge. He was told by the ladies at the counter that they were booked for deliveries this weekend and we should have paid for the delivery at the time of purchase to hold our delivery spot and that there was “nothing more she could do.” My husband explained what we were told, again there was “nothing she could do.” My husband then told the ladies he was not happy and someone needed to figure out how we were getting our delivery tomorrow. One lady then giggled and gave him the email address and phone number for customer care. I guess she wasn’t about to help him no matter what it took. At that point as he was shocked, he looked at the paperwork in his hand and noticed my name was spelled “Belly.” Really? “Belly” sounds like a person’s name?
Also at the time of purchase, there was a pregnant lady and her husband shopping. She was furious and approached me and tried to talk me out of shopping with Ashley because she was still in the middle of a disaster with her own delivery. I ignored her warning and continued filling out my purchase paperwork. My boss and owner also walked out of the same exact store on Broad Street after an awful experience himself just last month and purchased several thousands of dollars worth of furniture from a competitor.
To recap—I am furious!! I have already waited 2 months for this furniture. We have been told too many different things by too many different people! Paying $139.99 seems absolutely ridiculous when we purchased and paid off in full a $1600 couch. Delivery should have been free for that amount! Out of the several stores we visited, Ashley was the only one requesting a delivery fee for a purchase over $1000, and then to find out it was so much has infuriated me! We were assigned a Saturday delivery, then we charged more because it was a Saturday—not happening. There have also been hidden fees that kept popping up that we find to be severally sneaky and unprofessional. Had my husband not already paid off the entire purchase of this couch, I would have had him walk out of there and made a purchase elsewhere.

Good Morning, Please be advised that we have left messages for Ms. [redacted] to contact our offices so that we can finalize this situation on multiple occasions since Sept 17,2014.After numerous attempts from the Customer Care Management team to reach her we escalated the situation to...

the VP of Customer Fulfillment.On Sept 25 our VP Customer Fulfillment called Ms. [redacted] and left her a message including his personal cell phone. We have not heard back from Ms. [redacted] until an email she sent us this morning. Again today Mr. Rick S called Ms. [redacted], she did not answer and he left another  message including his cell phone # [redacted]. We encourage that Ms. [redacted] contact Mr. S so that this matter can be resolved. Thank you for your assistance, Elaine M VCustomer Care Manager.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer and advised that we will be moving forward with crediting her for the undelivered merchandise per her request. Please feel free to...

contact me if I can be of any additional assistance. Best Regards,[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumer concerns to our attention. I am pleased to advise the consumers concerns have been resolved in full as of 11/26/16. The consumer received a refund in full in the amount of [redacted] on 11/26/16 to...

their original method of payment.Please advise if any additional measures are required at this time to ensure the consumers concerns have been addressed to their satisfaction. Sincerely,Deannie F[redacted]

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.Regards,[redacted]
Yes, this is a complaint about the back of the brown extra-wide recliner that was supposed to have a replacement back sent to us. We have not received the replacement and have a $500 5-year warranty through the company. We have been promised the back several times and have yet to receive it.I don't know what else to do about receiving faulty furniture and paying $4800 for the furniture and an extra warranty and not having it replaced. I don't know why the other claim was even closed because there was never a resolution. We paid for a warranty, the furniture broke within 48-hours, they said they would deliver a replacement and brought the wrong color and wrong part(they tried to deliver an orange recliner), the Revdex.com closed the case, and we are now in the same position of having a broken $4800 chair with warranty that they will not fix. All we want is a replacement back to the BROWN extra-wide electric recliner. If they won't honor the warranty, I don't know why we even paid $500 for it or where else I can turn to get what I paid for. We have had nothing but trouble with this company and regret ever purchasing this furniture. This has been the single most horrific purchasing experience of my life and simply want furniture that is worth the $4800 we paid for it.

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize the consumer is experiencing concerns with their merchandise. We have been diligently working towards resolving the...

consumers concerns. We have contacted the consumer as recent as 9/14/16 to schedule for the repairs of the merchandise in home. However, at this time the consumer is not allotting for service to be provided in home. The consumer has previously been in contact with our customer care department whereas parts were ordered for the consumer and have confirmed to have shipped on 8/23/16 and have been received. We are pleased to address the consumers concerns with their merchandise in home and are willing and able to schedule for service at the consumers earliest convenience. While we do empathize with the consumers inconvenience occurred with service needed, we are confident all concerns for the consumer will be resolved in full upon completion of the repairs. At this time we are asking to continue with the opportunity to address the merchandise for the consumer in home, however, are unable to move forward at this time without consumer consent to do so.Please advise if any additional information or dates are requested in regards to the manner in which the consumers concerns are being addressed.
 
Sincerely,
Deannie F[redacted]