Ashley Furniture Homestores

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 received an email on 4/2/2016 from Ms. F[redacted] saying it would not be at the distribution center on 4/6 but rather 4/9. I recognize that this is only 3 days later than the other estimate, but this is all I have been getting from this company. Later and later dates. First it was 3 weeks from 1/16/2016 which would have been 2/6.  The next date I was told on 2/24 was 3/21. On 3/14 I was told 3/28. On 3/29 I was told 4/6 and on 4/2 I was told 4/9.  I get that these are "estimate" dates, especially when initially told.  But when your item takes 12 weeks to be delivered, when they told you three, this is a GROSS miscalculation on their part. They need to tell customer UPFRONT that items are EXTREMELY backordered. and informed along the way. I had to call every single time for a status, except for this very last one, which I'm so fed up at this point it doesn't even matter. I do not expect my furniture to be delivered next week. It will be at their distribution center 4/9, so therefore they won't call me for delivery until at least 4/12 (since they are closed Sunday and Monday) Our weekday availability for delivery is non existant because we actually have jobs during the day - and they only deliver during the week days (not evenings when people are actually home) and on Saturday (just how we want to spend our weekend!).  I was offered a measly $100 gift card to the store, on my third round or so of complaining.  Why would I EVER step foot in this store again after this horrific experience? To me, that was a HUGE slap in the face.  "We provided TERRIBLE customer service, but shop with us some more!" Fool me once shame on you, fool me twice shame on you.  I requested a refund of the delivery fee, which is only slightly more than $100, but that apparently "can't be done".  The no refund policy is ridiculous, but I suppose they do this because they would go out of business since people would be asking for refunds ALL the time because their furniture takes a quarter of a year to be delivered.
Regards,
[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.
I have not received the pillows. I did miss a call from ashley and called back. I have left another message and waiting a return call.
Regards,
[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.
Ashley furniture did indeed pick up the defective bed on 4/24 however, they still haven't refunded my money. On your site it shows that the complaint has been closed and the dispute resolved. It is only half resolved. You may contact me at 317/[redacted]. My address is [redacted], IN 46143. Thank you [redacted]Regards,[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize the consumer has been displeased with their purchase thus far and for any confusion related to the product and/or warranty of. The General Sales Manager will be contacting the consumer today, July 3rd 2015, to extend the offer to cancel the order in full. Please let me know if I can be of any further assistance to the consumer as we work towards resolving their concerns.Best 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.
The original slats were replaced on 10/29/16 and mattress was inspected.  The new slats are also bowing and further damage has been done to mattress.  I have attached photos from 10/29/16.  I do not have the equipment to show current damage.
Ashley is not willing to do anything and has stated on 12/28/16 that there is no defect in the bed and they will not resubmit to bed manufacturer 'til the mattress has sunk to 1 1/2".  I purchased bed and mattress the same day and install was completed by Ashley and bed frame and mattress are both damaged.
Regards,
[redacted]

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience.  We have determined that we would like to exchange the product for this customer.  Our team will be reaching out to this customer to schedule their delivery before the weekend.
Thank you,...

Melanie

I have spoken guest.  She is emailing me pictures of the issues.

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concern to our attention. I do apologize for any confusion, however, while the consumer does mention she spoke to one of our employees in regards to this claim this  should be...

brought forth to the extended warranty company through which they purchased the plan. While we do authorize the extended warranty to be sold as an added coverage for consumers merchandise, the claims would need to go to their extended warranty provider Montage as it is a separate company not pertaining to Ashley Furniture in itself. We as a retailer have a one year manufacture warranty. I will be happy to provide contact information of the extended warranty company for the consumer should they no longer have the appropriate information.Thanks,[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.
While I do agree that all of the furniture was delivered on 8/15/15, it took numerous calls to finally get the company to agree to bring all of the merchandise.  Upon delivery, the furniture was not prepared for all of the screws/bolts to be installed. Therefore we were forced to accept furniture that was not fully assembled or return the furniture and go through the entire process again.  At the very least, I believe that Ashley furniture should refund/credit my account for the delivery fees and apply a discount to the table which the delivery personnel were unable to insert all of the screws on (not all holes were predrilled and they just left the extra hardware).
Regards,
[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]

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I am pleased to advise that all merchandise was delivered in full to the consumer on 3/1/16. All concerns for the consumer have been considered to be...

resolved in full. Please let me know if I can be of any additional assistance. Best Regards,Deannie F[redacted]

I left a message for the guest to let them know the store is working on getting the return.  There was an error is the system that would not allow the store to return the rug in the system.  They are correcting that and then they will process the refund.  I will update the guest next week on the status

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 diligently working with the consumer to address their concerns. We have reached out to the manufacture for review of the consumers...

concerns with the merchandise. The manufacture has advised that it is not to be a trending concern for this piece and has advised against credit in direct correlation to. While we may not be able to offer a credit at this time, we are more than pleased to continue to address the consumers concerns via service. New cushions have been ordered and received by our customer care department per the advisement of the manufacture to resolve the consumers concerns We have made attempts to contact the consumer to advise we are willing and able to replace the cushions at the consumers earliest convenience. We are currently awaiting a response from the consumer at this time in our request to confirm if the guest would prefer us to ship the replacement cushions or to send with a technician. we are pleased to provide an additional update upon advisement from the consumer.Sincerely,
Deanie F[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 diligently working with the consumer to address their concerns. We have reached out to the manufacture for review of the consumers...

concerns with the merchandise. The manufacture has advised that it is not to be a trending concern for this piece and has advised against credit in direct correlation to. While we may not be able to offer a credit at this time, we are more than pleased to continue to address the consumers concerns via service. New cushions have been ordered and received by our customer care department per the advisement of the manufacture to resolve the consumers concerns We have made attempts to contact the consumer to advise we are willing and able to replace the cushions at the consumers earliest convenience. We are currently awaiting a response from the consumer at this time in our request to confirm if the guest would prefer us to ship the replacement cushions or to send with a technician. we are pleased to provide an additional update upon advisement from the consumer.Sincerely,
[redacted]

I have left a message for the guest..

I have left a message for the guest to discuss the options.

Good Afternoon,  Thank you for the update and  bringing this or attention. We are pleased to place an new drawer on order for the consumer. Please let me know if I can be of any further assistance.  Best Regards,[redacted]

I have left a  message for the guest to call me and I have emailed the store for the status of the pillows.

According to my system we delivered the furniture on Saturday.  I left a message to verify and to make sure there were no issues.

Good Morning,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. At this time our response to [redacted] complaint is that the compensation he is asking for is unmerrited. We have done everything within our power to address his...

concerns. [redacted] received his first delivery of two sofas on 3/6/14. Soon after he expressed concerns with the merchandise. The decision was to order new on one and send a technician for the second as we felt we would be able to address his concerns in home. The consumer was delivered a new sofa on 3/29/14 and a technician was sent out on 4/22/14 to adress his concerns with the second sofa. The consumer was at that time displeased with the end result of the service visit as were we. He expressed concerns with the newly exchanged sofa as well. At that time we determined the best form of action would to be to exchange both sofas. The exchange for both sofas was on 5/28/14. The consumer did also express concerns with his end tbl and cocktail tbl, which were both ordered new as well. To my understanding the consumer however, refused to take delivery of the new end tables until he felt his concerns with the sofas were addresed and compensation for his time was offered. We at this time still have the two tables in our possesion and are ready and willing to deliver at any time. The consumer expressed concerns with the newly delivered sofa in question on 5/28/14 and requested compensation to keep as is. Upon careful review we feel that all concerns he has brought forth in regards to us were purely cosmetic and a result of imperfections that come with top grain natural leather. It was explained to the consumer that imperfections in top grain leather are to be expected as this a natural product made purely from cow hide and not a a man made manufactured material. However, due to the inconveniences the consumer expressed he was offered a choice of a $100 refund or $150 in store credit to be utilized on future purchases. The consumer declined the offer. It is our standing at this time that we have been more than willing to work with him , address his concerns and provide what we feel is reasonable compensation. We will not be extending any further offers at this time outside of delivering the new tables as promised if the consumer chooses to allow us to do so.
Best Regards,
[redacted]