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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***---I did not receive the three piece table set, that is untrue!

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionI have spoken to the consumer and advised that while she would be responsible for a restocking fee should she want cancel her order, we would also waives all fees should she allot for store creditThe offer for store credit was extended upon the consumers advisement that they have since purchased merchandise from an alternative company and no longer had a need for the merchandiseThe consumer purchased on 8/30/and advised the first request to cancel was four days after purchase, whereas she was advised of our no cancellation policy as all merchandise is ordered specifically for the consumer at the point of saleIn regards to the cancellation request, we were and remain with in our estimated time to deliver, however, as per the customers advisement will not be allotted the opportunity to fulfill our servicesI do apologize, however, the consumer would remain responsible for fees incurred to cancel the order at this timePlease feel free to advise if you have any additional questions or concerns in regards to this consumer 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.I am NOT getting ANY messages from them I've given up trying to reach them through their number as I continually get placed on hold for up to minutes They have a serious issue with their customer service department I would rather hire someone myself and get the repair done properly All their repair guy did was make a temporary fix by trying to sew the tears (2) shut - looks horrible It has now been FOUR MONTHS since we made this purchase, and we STILL have DEFECTIVE furniture.Regards, [redacted] ***

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore Please allow me to apologize to the consumer for any inconveniences experienced with the delivery of his orderI am pleased to advise at this time all concerns for this consumer have been resolved in fullThe consumer received a partial delivery on 10/of his sofa and love seatThe remaining item on delivery was refused due to not reflecting the original item purchasedOn 10/sales changes were made and a discount was entered for price matching as well as the new item was placed on order in preparation for redeliveryThe new rocker recliner was delivered on 10/and the purchase was advised to be delivered in full to the consumers satisfaction at that timeAll concerns for the consumer have been to the best of our knowledge resolved in full and services have been rendered to completionPlease advise if we may be of any additional assistance in further addressing the consumers concernsSincerely.Deannie F [redacted]

Revdex.com: I have reviewed the offer 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 Ashley Furniture management has had ample opportunities to redeem themselves for their advertisement of being able to provide high quality furniture, for the amount of money agreedThe two times that furniture was delivered to my house, (once the original, and a second time for the replacements) they all were damaged from the factory, with obvious flaws that would indicate carelessness and neglect Upon speaking with several members of management, the first two, the lady in charge of the delivery department, and the store manager, both were extremely demeaning, patronizing and obtuse to the fact that we were not satisfied due to the furniture arriving already damaged to our doorsteps I realize that they have a policy of charging 25%, but they also have a policy of customer satisfaction, and upon reading their track record from all their customers that have been duped and cheated by Ashley Furniture, I have no other choice but to purchase items from their competition My Lawyer has been keeping track of all of these transactions, and has advised me to give the Revdex.com an opportunity to settle it this way All I want is for, 1- Ashley Furniture to cease and desist of charging me with a 25% re-stocking fee (in writing) 2- Refund the $already paid towards the accountThis payment was done before the arrival of the first set of damaged sofas Failure to comply with these two items above (in a timely manner) will force me to proceed with Legal Actions in a Court of Law, due to negligence, the unlawful promotion of emotional distress, and the advertisement towards the delivery of purchased or financed goods; very likely, some other items my Legal Counsel will be able to come up with as well Regards, [redacted]

I have spoke to with the guest again this morning We have delivering the chair on 4/ She is good with that

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 MondayI am currently waiting to hear from the technician Regards, [redacted]

Good Afternoon, Thank you for bringing this consumer's concern to my attentionUpon further investigation I regretfully inform that we will be unable to address this consumers concerns These concerns are dated back to and we can only assume the bed has been used during the duration of that time periodThere are other factors that do play into the decision as wellThe mattress was not purchased with us and we can not guarantee a product that we did not sell to the consumer, as the main concern is the mattress not fitting the bedThe consumer also moved the merchandise to a different location as their address has changed since the initial purchaseAs per our terms and conditions, moving the merchandise voids all manufacture warrantiesWhile I do empathize with the consumers cocners, we will be unable to offer them a refund for their merchandise at this time Best Regards, [redacted]

To Whom It May Concern: Thank you for bringing your concern to our attention Ashley Furniture HomeStore would like to resolve any customers concerns In this particular situation, the consumer was under the impression that the product came with a memory foam mattress This particular product does not have the memory foam mattress option, we would have been willing to upgrade the mattress but the memory foam mattress will not fit in the mechanism In an effort to resolve this concern, we have provided the consumer a discount off of the product of percent This resolution was processed as of 6/28/ If there are any additional questions or concerns, please contact our customer care team at [redacted] Thank you, [redacted]

We received the following message from Mr [redacted] Please let me know if you need any further information *** [redacted] *** [redacted] *** [redacted] [redacted] I received my check Saturday Thank you for your urgent and concerned response It is greatly appreciatedI will update Revdex.com that my claim was resolved to my satisfactiont [redacted]

Good Afternoon, Thank you for bringing this to our attentionWe were truly unaware the consumers concerns have remained unresolved to his satisfactionI have personally reached out to him today to further address his concerns and re-establish the lost connectionI have left my contact information via voicemail as well as reached out to the customer via email as of todayPlease rest assure we have all intentions of ensuring the consumer is pleased with his purchase and I will personally do everything with in my power to ensure full resolution is provided in a swift and efficient manner going forwardPlease feel free to contact me should you have any additional questions or concerns in the interim while I work to resolve the consumers concerns Sincerely, Deannie

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 belowWe was also promised free delivery but wasn't followed through withIf we would had waited for delivery it would had been February 13thWhy 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 $I was also told I would get a call back and never didNow we have to deal with furniture not correctly madeThe 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] ***

To whom it may concern, Although you were told that we would service the bed after parts arrived, I have reviewed your account and found that between the time you submitted your complaint and now, an exchange for your rails (which includes the slats and center supports), was approved, entered, and completedAccording to our notes your exchange took place yesterday, 12/14/at about 5P.M., at which time they were able to replace the aforementioned parts and successfully reassemble the bedYou spoke to a member of our dispatch team and verified that all had gone wellWe empathize with any inconveniences caused by the slight delay, however, we are glad we were able to reach a resolution that would quell your concerns in a timely mannerPlease feel free to reach out to our Customer Care department if you have any other questions or concerns Thank you for your valuable time, and have a wonderful day

Spoke to the guest We are picking up the bed and refunding the delivery

I have left a message for the guest

We have service scheduled for tomorrow to assemble the bed

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attentionI am pleased to advise that all merchandise concerns for the consumer were resolved in full on 9/2/upon completion of a service exchange of all requested itemsOur customer care department has contacted the consumer to confirm all items were delivered to her satisfaction and to be of perfect conditionPlease advise if we may be of any additional assistance to the consumer regarding her most recent purchase with Ashley HomestoreSincerely,Deannie F [redacted]

To Whom It May Concern: We apologize that the customer is not satisfied with the product Ashley Furniture HomeStore offers a one year limited manufacture warranty At this point, the product has had several evaluations and our craftsman have continuously have determined that the item is up to manufacturing standards For a full understanding of what is covered under our warranty, please click on this link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspx At this time, we have tried to satisfy the customer multiple times with the same results Thank you for your assistance in this matter, Melanie

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 In sum the main issue at hand is a complete ethical failure of the business practices employed by Ashley Furniture My rejection of their offer is based upon the following: Complete lack of communication with me during the process despite over phone calls attempting to arrange delivery of the items purchased Failure of the business to maintain adequate communication channels for customer service issues (their phone service would not accept voicemail as it was routinely full or simply continued to ring without end.) Failure of the entire customer service team and their approach to complaint resolution as evidenced by a failure to return phone calls as promised (different customer service specialists) Fraudulent advertising of on-time delivery rates as the initial PROMISED delivery date was July or 22; they did not schedule until July Complete failure of the delivery system as the delivery date on the 28th was forced upon me within a time window of 9-(I told them of my Drapptat and assured them I could be there by noon, likely sooner which I was there by 11am and called to advise them of same to which they refused to come by even though it was within the 9-timeframe) Refusing to cancel the purchase despite multiple failures on their part and reiterating THEY ARE NOT REQUIRED TO HAVE A CANCELLATION POLICY OR PROCEDURE thus violating the law A blatant misrepresentation of services in direct violation of the Virginia Consumer Protection Act by touting their delivery times and customer satisfaction and the exemplary customer service team that was to be involved in the delivery of my goods ultimately impacting my decision to do business with themIn sum there is but one resolution to this matter and that is a complete refund of the money paid for goods never received through blatant failures of Ashley Furniture, its agents, subagents, and collaborative partners I am insulted and appalled by their behavior At no point would their behavior be acceptable in any other professional organization or business They have blatantly violated professional standards of practice and Virginia Law My accepted resolution: return the money stolen by a fraudulent company Regards, [redacted] ***

Spoke to guest We have ordered the part to the damaged sofa He is going to call us once he receives the part so we can schedule a tech to install