Ashley Furniture Industries, Inc.

Hello,   Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’s concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.   Ms. [redacted]...

purchased furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care department.    I have taken the liberty of forwarding the information provided by the Revdex.com to the online customer care department, along with a request for them to investigate this matter further and contact Ms. [redacted] to discuss his/her options.   If you have additional questions or concerns, please consider contacting the Customer Care department at ###-###-####.   Sincerely,   [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’ concerns. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner.The following email was sent to...

Ms. [redacted]:From: [redacted], [redacted] Sent: Tuesday, March 8, 2016 1:36 PMTo: '[redacted][email protected]' [redacted]Subject: [redacted] / Claim No [redacted]Hello [redacted],This email is in regards to the post you submitted on the Revdex.com Customer Review site.  I am sorry to hear that you are experiencing problems with your Ashley furniture. Please mail, e-mail or fax us the following information for review: *claim no - [redacted]a complete legible copy of your original receipt*the model number of the item(s) in question*the serial number off each item*a detailed description of the problem(s)*photos if available (one of the entire unit and one or two close ups)*your name*your address*daytime phone numberOur fax number is: ###-###-####. E-mail address is: [redacted]Our mailing address is: Ashley Furniture Corporate OfficeAttn: Consumer Affairs DepartmentOne Ashley WayArcadia, WI 54612[redacted]She immediately replied that she no longer has a copy of her sales invoice. It was explained that a copy of the invoice is necessary for fulfillment of warranty and suggested that she contact the store to obtain a copy. At which time she replied : From: [redacted] [mailto:[redacted] Sent: Tuesday, March 8, 2016 7:14 PMTo: [redacted], [redacted] T[redacted]@Ashleyfurniture.comSubject: Re: [redacted] / Claim No [redacted]The store closed down, and apparently Ashley furniture has a 1 year warranty on all upholstery. I'm a few months past that. I appreciate you trying to help. At least I know to not waste my money on Ashley furniture again though.Sent from my iPhoneIf or when Ms. [redacted] is able to provide a copy of her sales invoice, we would be more than happy to re-open her claim and further review. If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. [redacted].Sincerely,[redacted]Ashley Furniture Industries, Inc.Consumer Affairs Representative

I purchased the items online at ashleyhomestore.com.

Hello, We are very sorry to hear Mr. [redacted] has chose not to
accept my response to his Revdex.com claim.
 
Since each of the stores are independently owned and
operated, Ashley Furniture Industries, Inc. in [redacted] does not have access
to each of their individual sales records nor are our computers linked
together. Therefore, Ashley Furniture Industries, Inc. is unable to look into
her concerns further. Which is why we refer her to contact the [redacted]
HomeStore Customer Care department at ###-###-####  for further assistance.
 
Sincerely,
 
[redacted]
 
[redacted]
 
Ashley Furniture Industries, Inc.

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’ concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms....

[redacted] purchased
furniture from an Ashley Furniture HomeStore in [redacted], **. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
warranty decisions are made by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted]
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-####.
Sincerely,
Tammy
K[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

Hello,Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.Ms. [redacted]...

purchased
furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All
decisions are made by the store that sold the product in question. I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted]
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options. If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at ###-###-####.Sincerely,[redacted]Consumer
Affairs Representative

Hello,Thank you for contactingAshley Furniture Industries, Inc. We appreciate that you have notified usregarding the [redacted]’s concerns. We take these matters seriously and want toensure the proper steps are followed so a resolution can be reached in a timelymanner. The [redacted]’s purchased...

furniture from an AshleyFurniture HomeStore in [redacted]. Ashley Furniture HomeStores andauthorized dealers are independently owned and operated. All decisions are made by thestore that sold the product in question. I took the liberty offorwarding the information provided by the Revdex.com to the corporate office for the TerreHaute store, along with a request for them to investigate this matter furtherand contact the [redacted]’s to discuss their options.  If you have additional questions or concerns,please consider contacting the Terre Haute HomeStore Customer Care departmentat ###-###-####.  Sincerely,[redacted]
[redacted]AshleyFurniture Industries, Inc.ConsumerAffairs Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Mr. [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a...

timely
manner.
 Mr. [redacted] purchased furniture from an Ashley
Furniture HomeStore in [redacted]. Ashley Furniture HomeStores and authorized
dealers are independently owned and operated. All decisions are made by the
store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted]
store, along with a request for them to investigate this matter further and
contact Mr. [redacted] to discuss his options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-#### or ###-###-####.
 
Sincerely,
[redacted]
[redacted]
Ashley
Furniture Industries, Inc.
[redacted]

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s situation. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms. [redacted] purchased
furniture from an Ashley Furniture HomeStore in [redacted]. Ashley
Furniture HomeStores and authorized dealers are independently owned and operated.
All
 decisions are made by the store that sold the
product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted] store, along with a request for them to investigate this matter further
and contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department
at ###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

Hello,Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding the [redacted]’s concerns. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.The [redacted]’s...

purchased
furniture from the Ashley Furniture’s website, www.ashleyfurniturehomestore.com.  All decisions are made by their customer care
department.  I have taken the liberty
of forwarding the information provided by the Revdex.com to the online customer care department,
along with a request for them to investigate this matter further and contact the
[redacted]’s to discuss their options. If you have additional questions or concerns,
please consider contacting the Customer Care department at ###-###-####.Sincerely,[redacted]Ashley
Furniture Industries, Inc.[redacted]

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s situation. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms....

[redacted] purchased
furniture from an Ashley Furniture HomeStore in [redacted]. Ashley Furniture
HomeStores and authorized dealers are independently owned and operated. All decisions
are made by the store that sold the product in question.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted]
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I request Ashley Furniture to throughly inspect all the furniture before their delivery to ensure there is no any single damage or defect. Also I request Ashley delivery crew to provide professional delivery service. This Friday when they re-deliver the furniture, they much protect my house floor.In fact, Ashley furniture delivery is managers by the corporate office of Ashley instead of the local store. Therefore, Ashley should take accountability and responsibility.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am writing this letter to discuss and ongoing issue that I am having with the Ashley Furniture Home Store in [redacted]. Mid-May, I went to Ashley Furniture in [redacted] to look for furniture for my house. At the time, I did not know when I would be going to settlement on my house but I was under the impression that it would happen late in July, the settlement date was uncertain mostly due to the fact that my home is new construction, there could be unexpected delays with construction and it has to pass inspections and other requirements before settlement like any other new construction purchase. When I was at the store initially I spoke with **, the sales associate and discussed with her my options in terms of purchasing furniture and not having it delivered until on or after my settlement date. ** was absolutely great, she explained to me that there were no layaway options but they did offer two different types of financing to their customers and if I went that route they could just push out the delivery date. I was very clear to her that the July timeframe was an estimate and asked what would happen if by chance I needed to push the date out further, she assured me that it would be fine and they could just change the delivery dates. Being that I had not gone to settlement, I could not open a credit account just prior to the purchase of my home so I decided to go with the no credit check, 90 day same as cash option. I returned to the store at the end of May, I returned to the store to go through with the purchase and do the Progressive financing option. I completed the application, I was approved for more than I needed to spend, furniture was ordered, papers were signed and the process was completed. I ended up having to redo my Progressive Leasing Application two times because they expire every 60 days (or something around that timeframe) and I had not gone to settlement yet, of course I never imagined that by this time of year I would still not be in my house, but that was out of my control. I most recently did the application on Nov. 22, 2015. ·        On Friday Nov. 27, I got a call from the warehouse stating she could set me up for delivery on Dec 3rd and that if I could not arrange for delivery, I would have to start paying storage fees for my furniture because it had been there for so long, I explained to the person that I was speaking with that I was not made aware that this was the case and that I had made it clear when I did this that I did not know or have a final settlement date and I would contact her when I found out the date to set up for delivery.·        December 1st, I called the warehouse to tell them that I would be going to settlement on December 16th and that I would like to have my furniture delivered on the 17 or 18th of December.  The lady stated that they were not scheduling that far out yet and that she would put a note in the system and they would call me to schedule delivery.·        On Friday December 11, I contacted the warehouse again and spoke to someone in reference to setting up the delivery because I hadn’t heard from anyone and we were a week out at this point, the rep stated that they still were not scheduling for the next week yet and someone would contact me.·        By Tuesday, December 15th, I called the warehouse again because I still had not heard from anyone and I needed to arrange my time off work to be home for this delivery, the lady was able to schedule me for delivery for Thursday, December 17th and stated that they would call to confirm the day before.·        On the 16th, I received the call stating that my delivery would be on the 17thand that I was stop number 4 and the driver would call me when they were at the stop previous to mines to let me know they’d be there soon. Later that evening, I get a call from the warehouse saying that they just realized they do not have my furniture and they would have to order it and call me back with a new delivery date. I asked the lady how long this would take and would I have my furniture by the weekend, she stated that she was not sure how long it would take but she knows it will not be available by the weekend. I called the store to speak to the manager about this because I fell that I had really done my due diligence in following up to make sure that I had been communicating with them on what was happening on my end so that they knew what was going on. An associate at the store told me that there was no manager or assistant manager there to help me and someone would have to give me a call tomorrow.·        [redacted], the [redacted] called to figure out what was going on and stated that she would she would be in contact with the warehouse to figure this out and she would call me between one and two o’clock the next day (Friday) to follow up with me. I did not hear back from her so on Friday between 4-430 I went to the store to speak with her and find out what was going on and she stated that the warehouse and not gotten back to her, so she called the warehouse. The warehouse told her that the furniture had been reordered. I asked her how long this would take to come in because I had been sleeping on the floor since the 16th. She stated that it should only be a couple of days, again I reiterated to her that I was sleeping on the floor and I would like to know a better timeframe and I didn’t understand how no one (meaning herself or no one at the warehouse) could figure out how long this would take. ·        I called the warehouse on the 23rd and the 26th to check the status of my furniture and both times I was told that they had ordered it but it had not all of it had come in yet. On the 26th I asked to speak to a manager and they took my name and phone number to have a manager call me but that never happened.·        On Dec. 28th, I called the store and spoke to [redacted] and she stated that she looked in the system and the furniture had been ordered but they were still waiting on some pieces but the warehouse was closed on Mondays so she could not call them to follow up on it or check the status.·        On the 29th, I called the warehouse and spoke to Amanda in service and she stated that the furniture was there and that they were waiting on the mattress, so I asked her why if the furniture is there could that substitute the mattress for something comparable to what I bought that they had in stock because, I am still sleeping on the floor and clearly at this point I am the only person initiating action in this matter because things only seem to happen when I call or show up. She stated that I needed to talk to [redacted] regarding that. I called [redacted] at the store, she had already spoken to Amanda and she stated that she was going to check the inventory and see what they had or see if there was a floor model that was comparable that they could offer me and she would call me back. Later that day she called me back we made arrangements for me to come into the store to test a different mattress (which was a floor model that I would be given). I got to the store and when I got there I waited for a while as she was on a call, she stated that she was on the phone with the owner and that they were trying to get to the bottom of the issue and be sure that they had all the furniture so they could set me up for delivery on Thursday and if by then my mattress had not come from Simmons, they would deliver me the floor model mattress (plan b at this point) with my furniture on Thursday. She also stated that the owner received the complaint that I filed with the Revdex.com and that she was working diligently herself but that the reason why this happened if because I did the progressive financing and not paid anything so in the system it looked like the furniture was in stock but it was really not. At this point my visit to the store ended with the understanding that [redacted], the owner and someone at the warehouse would be at the warehouse first thing in the morning to verify that everything was there including the mattress and if the mattress was not there, they would send the floor model and I would have my furniture delivered Thursday, she stated that she would call me by 2pmthe next day to confirm that this was the case.·        On Wednesday, Dec 30th, I did not received a call from anyone regarding my furniture so at that point I was in limbo as to whether I needed to be available to get my delivery and take off work on Thursday December 31 or not. I called the warehouse and spoke to Amanda again she stated that she was the only one there but they had not gotten my mattress in, I explained to her what me and [redacted] spoke about regarding the floor model mattress and she said that she was not aware, I asked to speak to a manager or someone who could help me and she stated that she was the only one there. She took my name and number (as if everyone probably doesn’t have it memorized at this point) and said that she would have someone contact me as soon as possible. I then called the store and asked to speak to the manager or assistant manager and they stated that the manager was not there and Jordan the asst. manager was with a customer, the lady took my name and number and stated that she would have Jordan call me. Within the hour, I went to the store to speak with Jordan in person and after explaining the entire situation to him he basically stated that there was nothing he could do for me. I explained to him that I would like some answers as to what is going on because I felt I was getting the run around from everyone, no one has answers, no one calls me back when they say they will, he still stated that there was nothing he could do. I left the store and within the hour received a call from the warehouse stating that they truck would be there tomorrow with my furniture and that they could set me up for delivery on Saturday. I stated that I could take delivery on Saturday morning however, at this point I am very concerned about whether this is true or if I am just being told something else to pacify me and get me off the phone because I feel that this is what’s been going on since December 16. I feel that I need to again call the warehouse to confirm that this is true and my furniture in fact has arrived and my confidence level in this being true and furniture being successfully delivered on Saturday is very low.As a customer, there is no reason why I should have had this experience with you guys, I wish I had read the reviews of this company online before pursuing a purchase with Ashley Furniture because I am absolutely disappointed with this store and the customer service. I am completely aware that things happen and people make mistakes and had this incident happened and handled differently with proper follow up and communication, I would not be writing this letter. I completely understand that things happen. I am an office manager at a very busy rehab facility so I have to deal with issues relating to many different aspects of the business including customer service however all of our clients/customers received the same level of quality customer service, clearly we are not perfect either and perfection was not my expectation of Ashley Furniture. I do not have retail experience but I fail to believe that this is the norm or even acceptable. I feel that if customers who chose financing options are going to be treated differently than customers paying cash, then your company should be up front and honest about this. I hope that this situation sheds some light on the areas needed for improvement with this store so that other customers do not have the same experience that I had and I hope that this is not an across the board standard as to how the company treats any of its customers. In the recent days after my move, I have made cash purchases for furniture for other areas of my home from [redacted] and [redacted] and received my furniture deliveries with little to no issues or inconveniences. With the amount of competition amongst furniture stores in the area, I would think that customer service would be a strongpoint, area of expertise and a focus in your business. Thus far the only people who had provided me with commendable service was ** the sales associate and Amanda at the warehouse seemed to have really tried her best to help me with this matter even though her knowledge of the situation and ability to get it resolved was limited. There were other staff members and manager who seemed to be annoyed by my diligence in trying to get this resolved but at the end of the day they were not the ones sleeping on the hard floor every night.I would greatly appreciate some follow up to my concerns. I can be reached by phone at ###-###-#### or email at [redacted]Thank you & Happy New Year!! Regards,
Sydney [redacted]

Hello,
Thank you
for contacting Ashley Furniture Industries, Inc. We appreciate that you have
notified us regarding Ms. [redacted]’s concerns. We take these matters seriously
and want to ensure the proper steps are followed so a resolution can be reached
in a timely...

manner.
 Ms. [redacted] purchased furniture from an
authorized Ashley dealer, [redacted], in [redacted] Ashley
dealers are independently owned and operated and are responsible for processing
warranty claims at the retail level. It states in the Claim Procedure section
of the warranty booklet Ms. [redacted] should have received with her furniture,
“If a problem should arise which you feel is covered by our Limited Warranties,
contact the Ashley Furniture Industries, Inc. authorized retailer from whom you
purchased your furniture.”
I took the liberty of
forwarding the information provided by the Revdex.com to the Ashley Marketing
Specialist in the [redacted] area. The Marketing Specialist will assist store
management with this claim and will instruct them to contact Ms. [redacted] to
discuss her concerns.
 
If you have
additional questions or concerns, please do not hesitate to call me. My
telephone number is ###-###-####, ext. [redacted].
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
[redacted]

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s situation. We take these matters seriously and want to
ensure the proper steps are followed so a resolution can be reached in a timely
manner.
Ms....

[redacted] purchased
furniture from an Ashley Furniture HomeStore in [redacted]. Ashley
Furniture HomeStores and authorized dealers are independently owned and operated.
All warranty decisions are made by the store that sold the product in question.
It states in the warranty booklet Ms. [redacted] should have received with her
furniture, “If a problem should arise which you feel is covered by our Limited
Warranties, contact the Ashley Furniture Industries, Inc. authorized retailer
from whom you purchased your furniture.”
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the [redacted]
store, along with a request for them to investigate this matter further and
contact Ms. [redacted] to discuss her options.
 
 If you have additional questions or concerns,
please consider contacting the [redacted] HomeStore Customer Care department at
###-###-####.
Sincerely,
[redacted]
Ashley
Furniture Industries, Inc.
Consumer
Affairs Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] [redacted] I have already contacted them and you guys and there cooperate offices and nobody well help me I well seek legal aid.

Thank you for providing the necessary information. Everything has been forwarded to the head of Customer Care for the [redacted] HomeStore for further review. You may want to consider contacting their Customer Caredepartment at ###-###-####.Sincerely, [redacted]Ashley Furniture Industries, Inc.

Hello,I am very sorry that Ms. [redacted] has chosen not to accept our
response to her Revdex.com claim. Ms. [redacted]'s concerns are with the [redacted] HomeStore not
Ashley Furniture Industries, Inc. Each of the HomeStores are independently
owned and operated. The manufacturing plant does not have any ownership with
any of the HomeStores, nor do we have access to their computer systems. I have forwarded Ms. [redacted]'s concerns to our business to business
contacts for the [redacted] HomeStore. I have requested they review her concerns
and have someone contact her with a status update. For further details, please
consider contacting their Customer Care department at ###-###-####.
Sincerely,  [redacted]