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 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

Good Afternoon, We have been in recent connection with the consumerHe has since been rescheduled in the hopes of accommodating schedulingHe is currently on schedule for a pick up on 2/I have spoken to MrRobbins today and advised for him to use myself as a point of contact as well should his concerns not be addressed to his satisfaction going forward.Please feel free to reach out with any questions or concerns in the interimSincerely,Deannie Ferrell

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.Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-or §32.1-or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner (Code 1950,§32.1-119: 1952, c530; 1956, c.530; 1979, c711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home Regards, [redacted]

To Whom It May Concern:I am so sorry that the item did not meet your expectations I have actually been trying to reach this customer for two days without success Their voice mailbox is full and not currently accepting messages This item was delivered the item on August 19th and didn't report any concerns until September 3rd As per our attached terms and conditions that were signed at time of sale, this item has a one year manufacturer warranty As such, our customer care department will be happy to send out a certified specialist to bring the item up to standards If you would like to schedule the appointment with the specialist, please contact me directly at [redacted] Ext***.Thank you for being a valued customer, Melanie P

I just left him a message to discuss and emailed the store on the status of the pillows

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionAll concerns for this consumer have been considered to be resolved in full as a refund was extended on July 5th, for all undelivered merchandisePlease advise if we may be of any additional assistance regarding the consumers most recent purchase Sincerely, Deannie F [redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionI do apologize we have been unsuccessful in reaching an amicable resolution for the consumer at this timeWe do feel we have done everything within our power to resolve the consumers concerns, as well as gone above and beyond our operating procedures to do soPlease allow me to provide further informationThe consumer picked up the aforementioned merchandise on 2/14/as all delivery services were declined at point of purchaseUpon doing so the consumer does sign a terms and conditions whereas they are advised of our pick up policy and proceduresThe consumer is provided the opportunity to inspect all merchandise at the time of pick up and is required to sign and document that all items were received in good conditionOn 2/14/after returning home with the merchandise the consumer contacted the store to request assemblyThe consumer was offered to assemble all merchandise for a $assembly as per our policy and proceduresThe consumer declined all servicesOn 2/15/15, the consumer called into the store and advised she was having difficulty putting the merchandise together and it was damagedPlease keep in mind we can not be certain as to when the damage incurred as the consumer did document and sign for all merchandise being of good condition on 2/14/In the efforts to resolve the consumers concerns we did send a service technician to her home to assist in assembly and inspect for damageAll applicable fees were waived for the serviceThe service technicians findings we re that the items were damaged beyond repairCustomer service contacted the consumer and advised the we would be pleased to exchange the merchandise via delivery at no additional charge to the consumerOn 4/the consumer received and refused the exchange as she remain unsatisfiedWe placed new items on order for the consumer and scheduled a second attempt exchange on 5/19, wheras the consumer accepted the delivery and made notations of her request to reorder and exchangeI spoke to the consumer on 5/and advised that I would be more than willing to address her concerns, however, I would need to have the opportunity to further research as I was unable to view the merchandise recently delivered and would need to educate myself further on her concerns so that I may ensure we address accordingly I have since reviewed the pictures of items delivered and cannot concur as to the damage as it is not visible in the picture provided by the delivery company and the consumer refused our request for further picturesWe do however understand that the consumer remains displeased with her delivered items and would like to reach an amicable agreement to resolve her concernsI have been authorized to offer the consumer a $credit towards the item purchased, to be given back in the original form of payment to keep the items as isShould the consumer agree to offer we will be pleased to move forward in processing the $refund.Best Regards, [redacted]

Good Afternoon, Thank you for the update and bringing this or attentionWe are pleased to place an new drawer on order for the consumerPlease let me know if I can be of any further assistance Best Regards, [redacted]

I have spoken with the guest and explained that the sofa is up to manufacturer's specs The guest is not happy with the way the frame was constructed We don't have blueprints for the furniture in the store We will be happy to take care of any defective but we can't redesign the sofa

Spoke with guest and he has received the refund

Good Afternoon,Thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Homestore please accept our sincere apologies for any inconveniences the delay may have causedAt this time I am pleased to advise the ordered has been delivered in full as of 2/21/The consumers invoice was discounted accordingly on 2/21/as well in the efforts to address their requestAll concerns for this consumer have been considered to have been resolved in fullPlease advise if we can be of any further assistance in ensuring all has been resolved to the consumers satisfaction.Sincerely,Deannie F [redacted]

Deannie called from the business stated that the delivery was delivered in full on 8/12/She stated that they did reach out twiceOnce was on 7/26/and offered a refund but the refund was denied that they wanted the furniture set upDeannie stated that the delay was from the manufacturer

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] 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 resolvedRegards, [redacted] ***

We are going to cover the mattress We no longer carry Simmons, so we are allowing the guest to reselect a different mattress We are giving her a credit for the cost of the original mattress, if she purchases something more expensive she is to pay the difference I have spoken to the guest and explained this

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected], [redacted] ***

Dear Ms [redacted] : I am sorry that you feel that we didn’t address your concerns Ashley Furniture HomeStore is committed to delighting our customers We have several processes in place to try to assist After personally reviewing you situation, I have determined that we can exchange the glass top table Please contact me to schedule a date for the exchange Thank you, [redacted] ***

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attentionOn behalf of Ashley Furniture Homestore please accept my sincerest apologies to the consumer for any inconveniences they may have experienced while awaiting the delivery of their order in its entiretyI am pleased to report that all remaining items for the consumer were delivered in full on 12/29/At this time all items have been confirmed as delivered in full and services have been rendered to completionBest Regards,Deannie F [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID 10513424, 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] 3/16/2015As of today (after leaving several messages for their customer service mgr) I have received no call back with any plan to resolve the problem with our furniture.This refusal to call back from any message left for anyone with this company is what has caused this problem from the beginning.If anyone had returned any of my calls from the time the repair parts were first delivered, this could have been taken care of many months ago[redacted] ***