Ashley Furniture Homestores

Good Morning,
 
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have contacted the consumer to advise the consumer the original bedroom merchandise has since become discontinued and we are...

limited in our abilities to fulfill the order in a timely fashion. The consumer was provided the options to reselect on all items or cancel the order in full. The consumer has advised at this time she would like to cancel the order. The request to cancel and refund all funds has been approved and the consumer has been advised of such. Please feel free to contact me if I can be of any further assistance to the consumer. 
Best Regards,
Deannie [redacted]

To Whom It May Concern:
This consumer accepted this product back on April 29th, 2016.  The first indication that the consumer was not happy with the color of the product was on a phone call that took place on June 8th, 2016.  Since so much time had elapsed and the...

consumer had an authorized agent accept the product, Ashley Furniture HomeStore will not authorize an exchange.  In an effort to delight this guest we are willing to offer this customer a 20% discount off the sofa, loveseat and ottoman to keep the items.  Please have the consumer acknowledge acceptance of the offer and we will process the paperwork.Thank you,
[redacted]

Ashley Furniture DID NOT review we us the mattress high with the bed frame we selected.We also were not informed of the additional protection plan added to the purchase.All they supplied  to you was my receipts. The check list was filled out the them, I did not fill this out!Thanks,[redacted]

To Whom It May Concern:
Thank you for contacting us to resolve this concern.  It is our goal at Ashley Furniture HomeStore to resolve your defects with your product.  We have been in contact with your protection plan company and the originally offered a replacement of your rails.  Since the item is discontinued, we were awaiting stock to be delivered from a different warehouse.  As of today, Ashley Corporate has notified us that the rails are no longer available.  We have contacted the protection plan company to advise them.  They should be sending us paperwork to replace the entire bed, but since all of this has occurred today we have yet to receive it.
Thank you,
[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]

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]

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]

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]

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]

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

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.

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]

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]

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]

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]

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 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.

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]

Good Morning,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have left a message with the consumer to further discuss her concerns and have advised I would provide a response/resolution in this format as well. ...

I do apologize the consumer is experiencing concerns with her merchandise. It is to my understanding the consumer has stated the sofa in her home is not as comfortable as the one displayed on the showroom floor. The consumer was advised that the sofa will need a break in period and would most certainly soften over time. Units displayed on the showroom floor most often will be softer than the newly manufactured item as it has already had an adequate amount of usage in store. In regards to her refund request of the item. Please keep in mind we do not have a comfort guarantee and/or refund policy. All consumers are advised of such at the point of sale, outlined in our terms and conditions. We do however stand behind our products and our consumers and would like to offer an alternative to her request in the efforts to address her concerns. We will be pleased to extend the offer to pick up and refund the merchandise with the applied 30% restocking and delivery fee. I will be pleased to assist the consumer in moving forward in this direction should she choose to accept the offer as a reasonable resolution to address her concerns.Best 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 to further address their concerns. The consumer has requested that the extended warranty be removed and...

refunded in lou of receiving service. We have approved the consumers request. All concerns for this consumer have been resolved in full. Please advise if we may be of any additional assistance. Sincerely,Deannie F[redacted]