Ashley Furniture Homestores

To Whom It May Concern:Thank you for contacting Ashley Furniture HomeStore.  We apologize for any inconvenience that you have experienced.  This consumer and the sales manager have worked through a resolution.  The customer has reselected and should be scheduled for a new delivery...

shortly.Thank you, [redacted]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer received the original delivery on 12/16/15 and remained unpleased with the delivered items. New items were ordered at the request of the consumer and...

I am pleased to report they are scheduled to receive delivery of an exchange on 1/5/15. We are confident all concerns will be resolved in full at that time. Please feel free to contact me if I can be of any additional assistance to the consumer in the interim. Best Regards,Deannie F[redacted]

Good Afternoon,
 
I have spoken to Mrs. [redacted] in regards to her recent delivery. I advised her that due to the inconveniences previously experienced, I would be pleased to offer an exchange of her sofa and chair and a half. Both of which have been placed on order in preparation for an exchange at this time. I have also provided the consumer my contact information so that she may directly work with myself for any concerns she may have going forward.
 
Please feel free to advise if I may be of any additional assistance in the interim.
 
Sincerely,
 
Deannie F[redacted]

To whom this may concern,
We have been working with this client in regards to their new purchase and claim.
At the time of sale, our customers sign documentation stating there are no refunds. However, in an effort to delight our guest, we offered a courtesy reselection despite the technician’s report stating that this piece could be brought up to show room standards and has NO manufactured defects. The customer stated that she originally just wanted new leather piece and not a fabric one, and was not okay with having this piece serviced. Please see attached technician’s report and our terms and conditions.
After creating a new sale for the leather piece the customer wanted, on 9/02/2016 our take-apart delivery team picked up both the sofa and the accent chair that had been purchased with their previous credit, and delivered the new leather sofa that she states was doubled from the original price. We made adjustments so the credit given back (which includes the delivery charge that is normally non-refundable) would cover the new piece she wanted without having any additional charges.
Our customer now wants a break down in how the credit was applied and her original purchase receipt for the fabric product, which we will be able to provide without any trouble. On her original receipt for the fabric purchase the only cost that was not covered with her credit was the new delivery of her items and her protection plan plus tax, this time around we waived the delivery fee and take apart service charges for the leather piece and instead used her previous delivery charge as a credit for this. Please see all documents attached.

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience you may have experienced.  The consumer first contacted Ashley Furniture in May of 2015.  His complaint was that the bed was making noise.  As per our terms and conditions of our sale, we sent out a...

service specialist.  The service specialist determined that the boxspring was defective and we replaced the boxspring.The customer called us back in December and stated that they were once again experiencing a noisy bed.  Ashley Furniture HomeStore sent out a service specialist who determined that the issue was not the bed, but the friction between the bed and the hardwood floor.  This specialist also determined that the bed was set up correctly under the manufacturing recommendations and nothing on the bed was loose or incorrectly installed.  On December 30th, 2015 we offered to send the customer non-skid pads that could be installed to resolve the customer's noise complaint.  The customer refused the non-skid pads and has refused subsequent offers.   The concerns with this customer's bed are not manufacturing defects.  Ashley Furniture offers a limited one year manufacture warranty, please click this link for the full copy:http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this point, the customer does not have a warranty issue and has not complied with any suggestions. Thank you, Melanie

We have delivered the sofa.  I also offered the guest an additional 20% off over the current promotion on a cocktail table they were wanting to purchase.  This is resolved.

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.Per Ashley Furniture, my account is listed as [redacted] instead of "[redacted]".  This is why they are unable to locate me in their computer system.  I have made them aware of this each time I have contacted  them .  Also, the account # provided is [redacted].  Ashley  Furniture  has not attempted to contact me as my voice mail box is set up and active on my home phone  as well as my cell phone.
Regards,
[redacted]

I am rejecting this response because:This is not the first time they've been out at our home to fix a problem. I feel there using this one issue to cover up all the rest.
Regards,

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]

Hello,
We have successfully scheduled this customer for service with our specialist.
Thank you,
Melanie

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has spoken to the consumer and I am pleased to advise we were able to reach an amicable resolution for the consumer. The consumer was approved for cancellation of the chest and was ultimately pleased with the resolution provided. Please feel free to reach out to me should you have any futher questions in regards to this consumer.Best Regards,[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 with.
Thank you,
[redacted]

To Whom It May Concern;
Ashley Furniture HomeStore apologizes for any inconvenience that you have experienced.  We have received your information and are processing a claim for your product.  This process can take 7-10 business days.  Once the claim has been...

approved, our team will contact you with a pro-rated credit for you to reselect.  As you stated, the store that you purchased in is no longer in business so you would be required to visit our Carle Place location. 
Have a great day,
[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.[Provide details of why you are not satisfied with this resolution.]
The resolution provided was only a comment.  There was nothing specifically listed in writing.  If I am to respond in writing, the business should as well.  The Regional Manager called my husband and offered to discount our purchase by $250.  That is approximately a 7.5% discount on our purchase.  I asked for the furniture to be picked up, returned to the company, and my entire purchase refunded.  Offering a $250 discount is not even close to the resolution I requested.  I am regretful I chose this company to make a furniture purchase.  This company takes no responsibility for the fact that they are not forthcoming with information to their customers regarding delivery of their goods.  I have read on-line reviews of this business.  I didn't see a positive review, and all of the negative reviews are related to misinformation regarding the timeframe of delivery of their furniture.  In other words, my experience is very common.  The public needs to be made aware and the company needs to make changes either in their ability to acquire goods from the manufacturer, or they need to disclose that fully to their customers.  I finally received all of my furniture, 11 weeks after my order was placed.  I believe we only received it this quickly due to the fact that we kept complaining.  Otherwise, who knows how long we would have waited.  Had I known the company only offers the 6-8 delivery window as an estimate, I would have never purchased from them.  That is why I want the furniture picked up and refunded.  I do not want this company to have my business and my $3300!Regards,[redacted]

Spoke with guest and he has received the refund..

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10513424, 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.]
Regards,[redacted]
3/16/2015As of today (after leaving several messages for their customer service mgr. ) I have received no call back with any plan to resolve the problem with our furniture.This refusal to call back from any message left for anyone with this company is what has caused this problem from the beginning.If anyone had returned any of my calls from the time the repair parts were first delivered, this could have been taken care of many months ago.[redacted]

Good Morning, I can see how this is a frustrating situation. A good nights rest is important and we would like be able to assist you in getting that. We have filed a request with the manufacture to allow us to give the customer a reselection. The legal law tags have been removed and this makes in...

very difficult to honor a reselection. According to the technicians report the mattress depression is 1 1/4, we requires a 1 1/2 depression and the mattress is clean and free from stains. We will continue to follow up with the manufacture and keep you updated, you can expect a call from my office by the end of the week. Thank you [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]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced.  Our delivery team picked up the table and we provided you a refund last month. Please let me know if you have any additional unresolved concerns.Thank you, [redacted]

Good Afternoon, We are in contact with Guardsman to resolve this situation, and anticipate having the appropriate credit reflexed in our system by the weekend, We would like to opportunity to have the customer come to the sore to take advantage of the credit. As soon as the credit is in the...

system I will reach out to the customer and schedule a date for her to come shop.