Ashley Furniture Homestores

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

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]

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. 
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]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this to our attention. I have spoken to the consumer and we are currently working to address the consumers concerns with the incorrect merchandise. The consumer is currently...

satisfied with the direction advised. I have offered the consumer a $50 in store credit towards the purchase of the additional items she wishes to purchase. The consumer accepted the offer of the gift card as well as resolution offered at this time. Please avise if I can be of any further assistance in regards to this consumer.
Best Regards,
Deannie F[redacted]

Good Morning, I can see how this is a frustrating situation. A good nights rest is important and we would like be able to assist you in getting that. We have filed a request with the manufacture to allow us to give the customer a reselection. The legal law tags have been removed and this...

makes in very difficult to honor a reselection. According to the technicians report the mattress depression is 1 1/4, we requires a 1 1/2 depression and the mattress is clean and free from stains. We will continue to follow up with the manufacture and keep you updated, you can expect a call from my office by the end of the week. Thank you [redacted]

To Whom It May Concern:Ashley Furniture offers a very detailed manufacture warranty.  Pilling is not considered a defect under the terms and conditions of this warranty.  Please see the attached link: http://www.ashleyfurniture.com/sitemap/ashleywarranty.aspxAt this point, our...

group tried to provide this customer a solution for the pilling issue that she was experiencing.

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

I have left 2 messages today.

I tried to call the guest to follow up. Left a message.  We have delivered the guest furniture.

To whom it may concern, We have received your complaint and, after review of your account, have come to a decision. Contrary to your statement, you do not have warranty. Our manufacturer’s warranty is a 1-year limited warranty that covers manufacturing defects only, and is applicable to the...

original purchaser at the original delivery address. For your purchase in August of 2013, you have been out of warranty for over 2 years. Our system does show that you have a 5-year Protection Plan through [redacted], which is an accidental/incidental coverage plan that covers MOST accidents and incidents not covered by the warranty. They are an independent company with their own policies. At this time there is nothing we would be able to do, however if you wish to cancel your Protection Plan you may contact them directly at ###-###-####.

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.]I have reviewed a response from Ashley's and  they have stated some information that is incorrect. They have been doing this to me since the beginning of my complaint. The letter states 1/28 I was contacted on both numbers. This is not accurate whats so ever. I only left 1 number on my sales receipt. That is my cell phone number 703-999-6322.  I never received any calls on the 28th on the number provided. I was never called until I had to drive to the Sterling store twice and get a [redacted] and assistant manager [redacted] involved. I made a visit to [redacted] store because once I expressed my concerns about the repair I was never contacted again. Since both stores are owned by the same owner and Leesburg is closer to me I had to go in again to see what is happening due to lack of communication from Ashley. All the pictures I was asked to send I did send. I have sent pictures of the part I received 3 times. I have cc'd [redacted] on all of them. I never received a response on what is happening regarding the parts because the one in my house is not going to fix my furniture. I made sure Ashley was aware of this. And nobody ever told me why these parts were ordered in the first place because we never agreed on the repairs. I was advised by [redacted] from Leesburg store that parts are all ordered and are in the warehouse waiting for my pictures of the sectional to be sent. This was never confirmed to me. I still did not understand why I have to send pictures of the sectional after the tech came out. But I have sent them anyways to [redacted] and I have never heard from anybody anymore. Why was I not contacted once I sent pictures as you have requested ? Why am I hearing it here about the cushions. No communication from Ashley at all.Ashleys did offer for me to re select however at a 30% restocking fee on new and existing furniture plus a delivery fee. Why would I have to pay restocking fee on the new items plus my items and delivery fee when furniture is under warranty and has failed. This is not my fault.Biggest concern I have is being without a furniture for prolonged period of time. I have a 3 month old baby. I have stated this to [redacted] and [redacted]. Picking piece by piece will not work because that would require somebody to be home 6 times. That is impossible to arrange.Second option was for everything to be picked up and repaired in 2 days. I told [redacted] since my concern is being without a furniture and Ashley is guaranteeing a repair in 2 days I am willing to accept the repair only if Ashley will give me new pieces or allow me to re select if turns out furniture will take extended period of time to fix. This would reassure I am not left without furniture for prolonged period of time. Ashley never responded to address this.Ashley is unwilling to recognize the problem in this instance was caused by furniture not living up to the expectation. However they are trying to cut corners and prolong this in any way possible and blame it on me instead of trying to fix it as the furniture is under warranty.  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.
We spoke to [redacted] the store manager on Monday regarding the return and the pick up.  He was to get it scheduled and call us back and we have yet to hear back.  [redacted], manager of guest relations was supposed to call us back as well and we have not heard back from her.  They need to contact us ASAP and schedule pick up of the furniture that away the credit card can be refunded.   I received the second  statement today for payment due.  We have already made one payment.Regards,
[redacted]

According to my system we delivered the foot board to the guest on Saturday and are delivering the dresser that we gave them at no charge for all the issues tomorrow.  I left a message with the guest to make sure we did get the bed assembled on Saturday.

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience you have experienced.  Our records do not have any indication of any purchase being made.  The finance company, [redacted], should be able to assist you at [redacted]  Our...

staff does not enter or fill out anything on the finance application.  We have portals within our showrooms that are provided for the customers to apply for credit.  Once customers are approved, the finance relationship is between the finance company and the consumer.Have a great day,
[redacted]

Good Afternoon,  We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns  to our attention. I can confirm that all ordered items have been delivered in full as of 12/11/2015 and services have been considered rendered in full at this time. I...

have spoken to the consumer in regards to the request to refund delivery fees as well. I have advised the consumer that at this time we would be unable to honor the request to refund the delivery fee as all services for delivery have been rendered in full. The consumer was offered a gift card in lou of for any inconveniences she may have experienced during the process of delivery. I am pleased to have this sent to the consumer at any time she wishes us to do so. Please advise if I can be of any further assistance in resolution. Best Regards,[redacted]

This guest is out of warranty.  I spoke with him in June when he was just outside the warranty of opened a service to look at the chairs.  The service was closed because we could reach the guest to schedule  the service.  I have left a message for the guest to discuss.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any misunderstandings in regards to the consumers most recent purchase. Upon further researching the invoice we did find that the bench was...

not inclusive in the original order as the bench was not inclusive of the set purchased. We do however, always want to ensure are consumers are fully satisfied with their purchase as it is our mission to provide legendary service. The General Sales Manager has reached out to the consumer to further discuss their concerns and to provide additional options. At this time we are pending a response to the voicemail left by the consumer so that we may move forward with resolution. At this time we are offering to exchange the chair for the bench requested to complete the order. Please advise the consumer upon contacting the General Sales Manager we would be pleased to provide further details in regards to the exchange and expedite resolution to her concerns.Best Regards,
[redacted]

To Whom It May Concern:
Ashley Furniture HomeStore apologizes for any inconvenience that you may have experienced.  Our records indicate that this is currently being addressed and processed with our home damage claims group.  Based off of the information provided, this has been...

addressed. 
Thanks,
Melanie

[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: [email protected].
Regards,
[redacted]