Ashley Furniture Homestores

Complaint: [redacted]
I am rejecting this response because:  I never removed the tags. I have owned mattresses before and never removed any tags. Why would I even remove the tag on the mattress and not the box spring?  That are not taking responsibility for a defective and very expensive prod it they sold to me. 
Regards,
[redacted]

I have spoken with the guest.  We have delivered all the furniture.  I emailed her a copy on the furniture and mattress warranty.  I have emailed the delivery service for the status of the check on the property damage.

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.On 7/16/2015 I first contacted you about Ashley Furniture and my furniture I purchased not being delivered as scheduled at my time of purchase. You sent my complaint to the company and they stated they wanted to give me $65 for not having the furniture I purchased and paid in advance for. I then received other calls from the company as I also did not receive 1 end table as well as not receiving 2 rocker recliners that I paid in full for. Ashley promised to compensate me $125.00 and delivery of my missing furniture on 8/11/2015. I received a check for $107.00 on 8/10/2015 and did not receive my furniture on 8/11/2015 as promised by Ashley. I have been in contact with them all day and they have told me several conflicting stories as to when I might ever get the furniture I paid for. The latest person Supervisor Annie Arnaud has now promise to research my account and maybe find out if I will ever get my furniture. One person, Fabian customer service lead said I could call the store and see if they would cancel my order and refund my money, but no guarantees. I have a sofa and 1 end table out of a 5 piece living room suite I purchased and I want to cancel the order and get my money back for items it seems that I will never get and I also want a living room suite that matches.I want Ashley furniture to take back the 2 pieces of furniture they delivered and cancel my order on the rest and refund my entire purchase price. I have been trying to get my 5 piece living room suite of 2 Rocking recliners, 1 sofa recliner and 2 end tables since 7/18/2015. I do not have a time frame of when I could actually get the rest of my furniture only maybes it might show up. This is most unprofessional treatment I have received from a company. I wanted a living room suite that all matched when I purchased and paid for in full, I have only received 2 pieces of furniture and nothing else. Their paper states if my experience is anything less than perfect to call them, and I have called them over and over and over and still do not have my furniture.
Regards,
[redacted]

I was not unable to respond online to complaint #[redacted]. Our advisement is as below. Thank you for bringing this consumers concerns to our attention. We apologize for any confusion the consumer is experiencing and I am pleased to offer any additional information needed. First and...

foremost I must advise that [redacted] is a privately owned and operated business neither owned nor operated by Ashley Homestore. In such, I cannot speak directly on their behalf. I can advise, however, that all verbiage the consumer is requesting in regards to our policies and procedures for delivery are provided at the time of purchase in our terms and conditions and was signed as acknowledged by the consumer. In short delivery is considered a “service” provided which does incur a fee. Ashley Homestore offers numerous option from delivery to pick up at the consumers discretion. We are pleased to deliver and pick up  the merchandise that [redacted] has approved for an exchange, however, the consumer is responsible for the cost of the service provided. Please keep in mind in no way are we advising that the consumer has no alternative but to pick up the merchandise, we are simply advising the consumer is responsible for the cost of the delivery services. The consumer may reach out to [redacted] to obtain the terms and conditions they provided to the consumer as we are unable to release another companies information for privacy intents and purposes. Unfortunately, to our understanding there is no such verbiage in the agreement, hence the consumer being redirected to multiple parties to pursue the free delivery. Please advise if there is anything I can do to provide further clarity regarding delivery expectations as I am pleased to assist in any way I can to ensure for a seamless exchange of their [redacted] order. Sincerely

Good afternoon,On behalf of Ashley Furniture Homestore we do sincerely apologize the consumer was not pleased in our offer to compensate her for experience. The offer was a sincere gesture to thank her for being a valued guest of Ashley Furniture. We are pleased at any time per the request of the consumer to send the store credit. As previously advised, we simply do not have an avenue to provide free merchandise to the consumer, nor is it viewed as a reasonable request to resolve her concerns. Per my previous advisement, the consumer has received all items in full and reported to be in  good condition. As of 10/24/15, all services have been rendered in full with no pending concerns from the consumer outside of the compensation request. Please be advised the merchandise the consumer has requested to be delivered free of charge was delivered to and accepted by the consumer on 10/24/15. I am pleased to furnish documentation at your request of all information provided.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 we are diligently working towards resolving the consumers concerns and are doing everything within our power so that she may satisfied with her...

Ashley Furniture purchase. The consumer did receive delivery on 11/15/16 and advised shortly after she was experiencing concerns with her merchandise. A service technician was dispatched on 12/1/16 to inspect and advise parts required. Parts were ordered for the consumer to address her concerns and she was originally scheduled for installation to install on 2/16. The original appointment was rescheduled due to circumstances beyond our control and the consumer was rescheduled for 3/8/16. The consumer was not at home when our technician arrived for installation and the appointment was ultimately rescheduled for 3/22/16. We are confident all concerns will be resolved in full on the upcoming service date scheduled. Please feel free to contact me if I can be of any further assistance in the interim. Best Regards,Deannie F[redacted]

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. A in refund in full has been processed per the consumers request. All concerns for the consumer have been addressed and resolved. Please feel free to contact me should...

you have any additional questions or concerns in regards to this consumer.Best Regards,[redacted]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you have experienced.  Our records do not have any indication of any purchase being made.  The finance company, [redacted], should be able to assist you at [redacted]  Our staff does...

not enter or fill out anything on the finance application.  We have portals within our showrooms that are provided for the customers to apply for credit.  Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day, [redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Upon further investigating the consumer concerns we found them to be specific to the financing agency in which the consumer utilized to finance the merchandise....

We are pleased to assist in any way necessary, however, the consumer would need to direct any specific financing concerns to RAC acceptance as we do not own nor operate the financing company. We have advised the financing company to contact the consumer to address and discuss all concerns. I have been advised RAC acceptance is currently awaiting a response from the consumer so that they may address the concerns accordingly. In regards to the claim, should the consumer not have any further claims specific to Ashley Furniture we would like to formally have the complaint forwarded to the appropriate company ad removed from Ashley Furniture records. Best Regards,Deannie [redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing the consumers concerns to our attention. Upon further review of the consumers request, the order was cancelled and the consumer was refunded in full on 7/13/2016. All concerns for...

this consumer have been considered to have been resolved in full and to the consumers satisfaction.Please advise if we may be of any additional assistance to the consumer.
 
Sincerely,
 Deannie F[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], I have spoke with an Ashley Furniture Home Store representative, she stated that a technician would contact me to schedule repair either today or Monday. I am currently waiting to hear from the technician. 
Regards,
[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]

To whom this...

may concern. We apologize we have not been able to get in contact with you sooner. Upon further review of your account, it seems the leather peeling pieces that you have are no longer under manufactured warranty, only the accidental protection plan. However, we would like to assist you with the defective pieces, luckily we were able to submit for a credit for all three pieces once serial numbers were provided. Please be aware that someone from Ashley furniture will give you a call to go back in to the store to reselect, if you do not get a call you could go back in to the store after 9/23/2016, there will be a credit available under your name. Ashley furniture appreciates your time and patience.

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 diligently working towards resolution. At this time the consumer has been approved for a pick up and refund of...

the aforementioned merchandise in home and is currently on schedule for merchandise pick up on 9/17/16. Upon receipt of their merchandise to our possession we are pleased to issue a refund in full to the consumer.Please advise if I may be of any additional assistance to the consumer while continue to address her concerns. 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. All concerns for this consumer have been considered to be resolved in full as a refund was extended on July 5th, 2016 for all...

undelivered merchandise. Please advise if we may be of any additional assistance regarding the consumers most recent purchase. 
Sincerely,
Deannie F[redacted]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that this customer may have experienced.  We checked our records and this customer does not have any open orders with our showroom.  If the consumer does want to make a purchase with us in the future, please...

contact me directly so I can arrange a visit with our regional sales manager.Thank you, [redacted]

Dear Ms. [redacted]:
 
I am sorry that you feel that we didn’t address your concerns.  Ashley Furniture HomeStore is committed to delighting our customers.  We have several processes in place to try to assist.  After personally reviewing you situation, I have determined that we can exchange the glass top table.  Please contact me to schedule a date for the exchange.
 
Thank you,
[redacted]

I left the guest a message this morning.  I have spoken to the warehouse to get the sofa transferred and delivered by 2/18.  If we can't deliver by then I will refund the guest.  I will continue to try to call the guest to let her to let refund if we can't deliver by 2/18.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have contacted the consumer and advised we willl be moving forward with the refund as requested. Please advise if I can be of aby further assistance. Best...

Regards, Deannie F[redacted]

I have tried to call the guest to discuss option to get this resolved.