Ashley Furniture Homestores

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 Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize the consumer has experienced concerns with their extended warranty company in regards to the service of their merchandise. While I must advise...

that the extended warranty is neither owned not operated by Ashley Furniture, we are pleased to offer any assistance we can ensuring their concerns are resolved going forward in a timely manner. We do however, need to request additional information from the consumer so that we may better assist the consumer as we were unable to locate their information with MFS. Perhaps the consumer can verify the claim number or name on the claim so we may ensure we are working with the correct information. Upon verifying the claim we are pleased to assist further.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

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 Afternoon,
 
We here at Ashley Homestore would like tothank you for bringing this consumers concerns to our attention. Our customer care department is currently diligently working with the consumer to address their concerns. At this time the consumer is...

currently on schedule for a service technician to address their concerns on 10/1/2016. We are confident we will be able to provide full resolution to the consumer upon completion of the service. I am pleased to provide an additional update in regards to service completed at a later date. Please feel free to contact us with any additional questions or concerns in the interim.  
Sincerely,
Deannie F[redacted]

We recently completed a service call for [redacted] that resolved the issue she had with her furniture. We have not offered a refund or adjustment to [redacted] lease account. We are happy to service [redacted] if she has future issues with her furniture. 
Regards
[redacted]
Ashley Furniture HomeStore

Good Morning,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 we would honor his request for the refund of delivery fees, as well as his extended warranty. I did, however, advise the...

consumer of the benefits of the extended warranty and the consumer has advised he will take that into consideration and advise by 2/26/16 as to how he wishes to proceed.In regards to the merchandise concern of items in home, upon further speaking with the consumer it did come to light that he has not been afforded the opportunity to speak with our customer care department to address his concerns in home. I advised the consumer we are pleased to address any concerns of his merchandise in home as we want to ensure he his satisfied with the quality of his new purchase. The consumer has advised he will forward pictures of his concerns so that I may ensure we address with the proper personnel should he wish for us to do so. Please feel free to contact me if any additional information is needed while we continue to address his concerns and provide resolution.Best Regards,Deannie F[redacted]

We are replacing the table and the dresser.  They are being delivered on 2/28.

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]

Good Afternoon,
 
We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. I sincerely apologize on behalf of Ashley Furniture for any delays the consumer may have experienced in the delivery of their item. I am pleased...

to confirm that the remaining item to fulfill the consumers order has arrived to our distribution center and is readily available for delivery at the earliest convenience of the consumer.At this time, we have been unable to establish point of contact with the consumer to advise of the above information. We have left voicemails advising, as well as utilized the attached email address to ensure this information has been communicated with the consumer effectively. Please advise if I can be of any further assistance while work towards scheduling delivery of this item to the consumer.
 
Best Regards,
Deannie F[redacted]

Complaint: [redacted]
I am rejecting this response because:I visited Ashley store in cattle place last night and requested manager [redacted] to look at all orders from den 6th and on. She found that my credit card number was used for someone else's purchase made on feb 7th 2016. This needs to be reversed because I am not paying for anyone's else merchandise and this was done in error by salesman names Tim. Please speak with [redacted] because she is aware and needs to refund my account.
Regards,
[redacted]

I have left another message to see if he received them.  I will update after I have spoken with him.

Good Morning,
 
 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 placed him on schedule for a service technician on 3/316  to install...

 parts currently in home. The consumer did express reservations in the installation of parts. I advised the consumer we are confident we will be able to resolve all merchandise concerns on the aforementioned date, however, I would be pleased to honor his request to exchange should he not be satisfied with the merchandise repairs. I have provided myself as a point of contact should the consumer have any additional questions or concerns while we work to resolve his merchandise concerns. Please feel free to advise if I can be of any additional assistance in the interim. 
Best Regards,
Deabbie [redacted]

[redacted]
 
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February 25, 2014
 
To Whom It May Concern:
 
This letter is in reference to our customer [redacted] your case # [redacted] regarding the Ashley Homestore in [redacted]. We here at Ashley would like to thank you for bringing [redacted] concern to our attention.
 
[redacted] original delivery date was March 15, 2013; all merchandise was signed for as received in good condition. On July 30th the consumer reported a break in the box spring and it was exchanged out August 31st no questions asked but once received back in our warehouse it was obviously damaged by misuse. We received another call on September 17, 2013 stating the other box spring was broken and we again authorized to exchange; this was completed days later (8/20). After careful observation of the returned product along with notes from the drivers regarding other damage to the children’s bedroom suite in the home it was determined the damage was not a manufacturer defect. On October 8th [redacted] reported he now had two damaged box springs and needed them replaced; he was originally turned down due to the previous condition of his original units. After discussing with [redacted] on several occasions [redacted] authorized one final exchange and explained to the consumer we would no longer be able to accommodate him due to damage that didn’t fall within the manufacturer guidelines. The exchange was completed on October 25th; and the same type of damage was noted as the previous box springs. All delivery exchanges minus the first unit were done after the six month in home service and we waived the transportation fee of $75.00. In January [redacted] called in a concern with the springs poking out of his [redacted] mattress when photos were received (from the consumer) it was found the damage was not a manufacturer’s defect so this claim was denied. [redacted] mattress and box springs are manufactured by [redacted] and we have been selling this style in our stores since 2012 delivering over eight hundred of these only exchanging approximately eleven for various reasons four of which belonged to this consumer.
 
At this time we feel as though we have gone above and beyond for [redacted] so we are unable to offer any additional assistance with this matter.
 
If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below
 
Sincerely,
 
[redacted]
Ashley Furniture
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I don't think that it should go unnoticed that the NJ customer service team made this process extremely difficult with the exception of [redacted], who was wonderful. They should really try to treat their customers with more respect and understanding instead of belittling and arguing with them when they deliver damaged furniture. It shouldn't take a Revdex.com complaint for them to make the situation right. 
Regards,
[redacted]

Good Morning, We here at Ashley Furniture 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 her merchandise concerns. We did as the consumer advised addressed her...

original concern with the middle cushion with parts ordered and installed. The repair did resolve the original concern of the merchandise being repaired. However, the consumer did express a secondary concern of the die lot differing from the original cushions in her home. While we must advise that the manufacture does not guarantee die lot, we can certainly empathize with the consumers concerns. The consumer was advised two additional cushions and  casings were ordered for the sofa, as well as all cushions and casings were ordered for the loveseat as well. While there was no confirmed damage for any of the parts placed on order, we felt it was in the best interest of the consumer to replace all to improve the likelihood of a die match of all pieces in her home.  The consumer is currently on schedule for a service technician to install all parts ordered on 3/1/16. We are confident all concerns will be resolved in full at that time. Please advise if we can be of any additional assistance in resolving the consumers concerns. Best Regards,Deannie [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[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 as recent as today to advise we have a new headboard ready and able for delivery at the consumers earliest convenience. There has been a tentative date set for 11/9 to complete the exchange, however, the customer care representative was advised that additional parties on the order will need to confirm this to be of a satisfactory resolution for the consumer. We are pleased to advise an additional update after receiving confirmation from the consumer. Sincerely, Deannie F[redacted]

Good Morning,
 
We here at Ashley Furniture Homestore would lke to thank you for ringign this consumers concerns to our attention. We apologize for any inconveniences or delays the consumer may have experienced in receipt of their merchandise. Upon further...

research I can confirm all remaining undelievered merchandise was delivered on 1/28/15. Please feel free to advise if I can be of any further assistance to the consumer. 
Best Regards,
 
Deannie F[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.[Provide details of why you are not satisfied with this resolution.]Regards,[redacted]
I received the reply from Ashley furniture.  I reject this offer because I was told the day of the last delivery that a new piece would be ordered.  First of all, the Ashley supervisor that reponded to this complaint told me that she could not find the photos of the damage from the day of the delivery.  The delivery men took pictures that showed the damage.  They also provided a detailed description of the damage.  I approved the photos and description as adequate before they left my home.  They even said that they would not keep this piece of furniture.   Therefore, their documentation should be all that is needed.  Second, yes the other deliveries have been at no charge to me, as they should be.  Ashley needs to stand behind their product.  Third, this piece of furniture should be worth more than $100.00 if they are not going to send me a replacement.  For as much as this entertainment center cost, I should not have to settle for a damaged piece of furniture.  I still demand a new piece of furniture.
 
Sincerely,
[redacted]