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 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 Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have reviewed the consumers concerns and requested and the request to cancel and/or refund any undelivered items has been approved. The consumer was contacted by our...

customer care department on 4/3/16 to0 advise. The consumer was seemingly pleased with the resolution provided. All concerns for this consumer have been considered resolved in full. Best Regards,Deannie F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will...

wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom It May Concern:I apologize that the consumer had difficulty reaching me directly.  I was out of the office performing training.  Today, we did have the opportunity to discuss his situation and have resolved it.  Thank you, [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]

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]

Complaint: [redacted]
I am rejecting this response because:
I am trying to work directy with Heather at x[redacted] but she has been unresponsive.  On Monday, March 28, 2016, at 845pm I responded to her email requesting pictures of the damaged side rail and damaged headboard so she could process a 3-part exchange (footboard, headboard, side rail).  Her request for those pictures stated I would hear a response within 24-48 hours.  I have not heard anything back from Heather.  I emailed again on Thursday, March 31, 2016, at 415pm trying to confirm receipt of the pictures.  I emailed Heather again on Friday, April 1, 2016 at 134pm trying to confirm the status of the parts exchange for the bed frame.  This call on April 1st was in response to a voicemail left by (I think marissa, with no personal extension left) asking to confirm everything was good with our footboard exchange.  Our footboard has never been exchanged; we will have the original, damaged footboard.  I have not heard back from Heather since her request for pictures.
Regards,
[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 Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize for any inconveniences the consumer  may have experienced with the delivery of their most recent purchase. I can confirm at this time all...

items have been delivered in full and service were rendered on 10/13/2015. The consumer was offered compensation in the form of store credit and did accept the offer to do so. Best Regards,*
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture I would like to apologize to the consumer for any dissatisfaction the consumer has experienced thus far. Please rest assure...

we will do everything within our power to resolve the consumers concerns in a swift, efficient and professional manner. Our customer care department has spoken to the consumer and advised we would be pleased to place on order new cushion cores and casings for the sofa to rectify the concern. We have taken appropriate measures to expedite the shipment of parts. Upon receipt, we would be pleased to install at the consumers earliest convenience.In regards to the warranty information provided to the consumer. We can concur that the consumer was advised that moving the merchandise from it's original location does null and void the manufacture warranty as it is not inclusive of any damages that may occur during transportation. However, in the efforts to provide excellent service we would be pleased to continue with service as previously advised. We are confident upon completion of installation of new parts ordered we will be able to fully resolve all concenrs brought forther by the consumer.Best Regards,[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I would like to further assist the consumer in any way I can. Upon further research I did find his delivery took place in July of 2013. The...

manufacture does offer a warranty of up to one year which has suprassed at this time.  However, I would like to review his concerns to establish what we may be able to do to assist him in his endeavors. I can not find documentation of previous concerns regarding [redacted] file. To better understand his concerns I would ask that he provide pictures via email so that I may adress his concerns accordingly. Please advise if the customer is willing to do so. He may send them to [redacted]
Best Regards,
[redacted]

To Whom It May Concern:Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced.   As you may be aware, Ashley Furniture HomeStore offers a limited one-year manufacture warranty that covers manufacturing defects only.  At the time of purchase, we would...

have offered you the option to purchase a five year protection plan which would cover accidents and incidents similar to what you have described.  The table that you purchased is a solid wood table with veneers.  This table should not be exposed to liquids sitting directly on top of the finish.  This table is still being offered and as a courtesy, we would be willing to offer you a 20% discount off of the original retail price of the piece.  Thank you, Melanie

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.
Received message from Ashley Furniture's corporate office, returned call and left voicemail.  I am waiting to hear back from corporate. No resolution has yet been offered by Ashley's corporate office.
Regards,
[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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] The representative of Ashley Furniture, [redacted], contacted the extended warranty department on our behalf. The issue here in lies, Ashley Furniture did not provide adequate and or any corrective measures. Additionally, a response from the warranty department yielded a business who performs furniture work. We did not receive an accommodating response outlining contact information. Similarly, at the time contact was made to Ashley Furniture, the item was under warranty. Due to lapsed time in receive a response, the warranty has since expired. We feel as thought the lack of communication, and lack of service, has left us with defective furniture.

To Whom It May Concern:The customer did purchase a protection plan that is serviced by [redacted].  The customer can contact them directly at ###-###-####.  Please note a protection plan covers accidents and incidents throughout the first five years that the customer owns the product. ...

The customer should have a contract that explains all of the details of the terms and conditions.  This particular guest also contacted our customer care center and we ordered some parts as a courtesy.  These parts are in transit and should be received today or tomorrow.Thank you, 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.
After several more phone calls trying to discuss this issue with a person of upper manager and leaving her a message, Deannie, I was finally contacted by her on the day of final delivery of my furniture.  I was completely taken aback by not only her recognition of my case, but by her lack of understanding that when a customer contacts a manager for support or for information regarding their complaint they expect that person to contact them.  Deannie's response was "I didn't have your phone number", but she had acknowledged that her associate had discussed my case with her (I talked with her associate almost everyday) and she had received my voicemail.  This is unacceptable customer service.  No one from the Richmond Ashley furniture contacted me back either.  I still feel the least that Ashley can due is credit me for the $150 for the delivery, since it was not delivered on time the day it was supposed to be nor was it completed, even though Ashley marked it as completed, and therefore I had to contact them to ensure I received all furniture that I had bought from them and they as a company were promised to deliver me.  Deannie's adamant denial of this credit, saying that it's against policy, shows me that Ashley does not care about their customer, but only the bottom line.  I was offered a $50 gift card to use towards a new purchase from their store.  What in this experience would ever make me want to go back there and purchase more items from them?  They have done nothing to build a better relationship with me nor build trust that I will be receiving a product without an issue.
Regards,
[redacted]

I am rejecting this response because: This response does not answer our original complaint. Their response only...

highlights a portion of a warranty. It does not state who to contact, what to do next, or if we will be charged for the repair. It does not state anything regarding repairing our item in anyway.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me as long as the furniture is actually delivered  I selected a different set that is scheduled for delivery on September 29th.  
Regards,
[redacted]

Spoke with guest.  We have replaced the end table and we have a service opened to repair that loveseat, cocktail table and the dining chairs.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has contacted the consumer and is currently working towards addressing their concerns. At this time we do have the consumer on schedule for...

a service technician to inspect the merchandise on 10/08/15. We will update accordingly after the upcoming inspection is completed.Best Regards,[redacted]