Ashley Furniture Industries, Inc.

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.
Hi Ms. [redacted].  I just sent you an email with a copy of the original receipt.  This was previously sent to you.  Also, I had previously forwarded you the serial number as seen in the copy of previous email.  This is getting very frustrating.  I have been in contact with the Revdex.com and Ashley Furniture since early December and have sent many emails (that you claimed you did not receive) about this matter.I have sent pictures, receipts, Ser No, etc more than one time.  Please send someone to my house to look at the furniture.  I have a chair and 2 full size couches.  the chair is the piece that I have been having problems with.  I would like it replaced in kind or re upholstered as soon as possible.  thank you.Regards,[redacted]s

I have Already Stated My Complaint , However I Was At The Montrose Ash Furniture  Store , The Call Came From Corporate From New York , They Informed  Me Of The Delay and Lack Of Products That Were To Be Delivered.  Items were to Arrive on December 17th  , and Delayed to January...

 20th  , Then A Follow  Up Call to be Delivered  on the 12th of January  .  I just want the Furniture  that I Picked Out Delivered  In EXCELLENT CONDITION , I Also Should  Get A Price Reduction . Thank You One and All ...

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.
.
I took the liberty of
forwarding the information provided by the Revdex.com to the corporate office for the Columbia
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 Columbia HomeStore Customer Care department at
###-###-####.
 
Consider
this claim closed on behalf of Ashley Furniture Industries, Inc.
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 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 Charleston 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 Charleston HomeStore Customer Care department at ###-###-####.   Sincerely,   [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

[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] We have received a full refund after 10 weeks of frustration that should not have happened. I received a call from a gentleman from Ashley Furniture to tell me I was going to get a full refund and he was also going to give me his name and phone number via E-Mail so I could provide him pics of the broken Furniture but never received anything. Me and my wife personally will never buy anything from Ashley Furniture.[redacted] [redacted]

Hello,We are very sorry Ms. [redacted] has chose to not accept our response to her Revdex.com claim. As of 11/05/14, the [redacted] HomeStore Customer Care made Ashley Furniture Industries, Inc. aware that they have spoke with Ms. [redacted] and they have come to a resolution for her. Please consider this claim closed.[redacted]
[redacted]Ashley Furniture Industries, Inc.

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 aware that each location has their own policies an procedures. Nonetheless, given the fact the Orchard Park, NY location bears the corporate name I would think the headquarters would want to be aware of the poor business practices and, if possible, make the situation right.  The corporate offices should also be aware that Ashley never sent a rep to inspect the furniture in person. As I stated in previous correspondence, they tried to pass it off to a third party warranty company knowing full well the nature of the problem (general use vs. one time incident). I have since filed a complaint with the local Revdex.com in WNY as well. I am also prepared to go to small claims court in addition to stopping payment on the furniture. I am also prepared to speak with media regarding this issue 
Regards,
[redacted] Jr.

Hello,   Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [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.   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 ###-###-####.   Sincerely,   Tammy [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

Hello,
Thank you for contacting
Ashley Furniture Industries, Inc. We appreciate that you have notified us
regarding Ms. [redacted]’s concerns.
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 Bel
Air 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.] This statement did not offer a resolution to my problem nor did they even explain the issue I have.  
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]As expected Ashley Furniture has done nothing to attempt to resolve the issues.  Their excuse that they don't have a computer link is ridiculous and unprofessional.  Obviously Ashley Furniture has a telephone, and I provided the phone number to the store where our purchases were made, as well as the salesmans name.  A simple effort as much as a telephone call from the WI. headquarters could help resolve the issues.  Instead, Ashley Furniture does nothing, but tell me to call the retail store, which both my wife and I have done several times.  We already have called the retail store where the $8000.00+ was spent on furniture, several times.  Ashley WI best offer is to tell me to call again?  It isn't that I rejected Ashley WI offer, it is that they have not offered anything in the way of resolving the issues.  It appears that it is time to consult legal representation in order to resolve these issues.  How unprofessional that Ashley Furniture would rather fight it out in court than place a telephone call and handle a complaint, especially from customers who paid in full 4X the average customers purchase cost
Regards,
[redacted]

Hello,
We are very sorry to hear Mr. [redacted] has chose not to accept my response
to hisRevdex.com claim.
 
Since each of the stores are independently owned and operated, Ashley
Furniture Industries, Inc. in Arcadia, WI does not have access to each of their
indivdual 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]’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.   I am sending...

an email to Ms. [redacted] to offer a compensation for her troubles with the product.   If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-#### ext [redacted].   Sincerely,   Tammy [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
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]’ 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, Army & Air Force Exchange. 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 that works with the [redacted] stores. The Marketing Specialist will
assist store management with this claim and will instruct them to contact Ms. [redacted]
to discuss her options.If you have
additional questions or concerns, please consider contacting the [redacted]
corporate office at ###-###-####.Sincerely,[redacted]
[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 Avondale, AZ. 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 Avondale 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 Avondale HomeStore 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.  I will hang onto this information as the mailers are not instantly stopped but hope I will not have to contact you in the future. 
Regards,
[redacted]

Hello,   Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [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.   All...

warranties are handled at the retail level; therefore, I do not have information at our office regarding the status of Mr. [redacted]’s claim.   If Mr. [redacted] or the Revdex.com would like to reply to this email [redacted] with additional information, I would be happy to reach out to the Customer Care Management Team of the store from whom he purchased. Please provide me with the name and location of the store where the furniture was purchased.   Thank you.   [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]’ 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.   We have closely...

reviewed the information that Ms. [redacted] provided as well as the Revdex.com claim. Unfortunately, the HomeStore switched owners and will not be able to assist the claim. It has been noted that Ms. [redacted] purchased in February 2012, therefore her manufacturer’s warranty technically expired in February 2013. Ashley Furniture Industries, Inc. technically does not have any type of obligation to assist beyond the manufacturer’s warranty period. However, as an exception to the manufacturer’s warranty, we have offer her some compensation for her inconvenience of the product. We have offered $200.00 to keep the 8600188 sofa and 8600186 loveseat with a signed Release & Agreement. We have taken into consideration the length of time the product has been within the home as well as the factory base price. You would receive the compensation in the form of a check. This was discussed with Ms. [redacted] via telephone on February 18, 2016, she ended the conversation that she would need to discuss it with her husband and she disconnected the call. We have not heard back from her, until we received the Revdex.com claim. In regards to any extended policy the store sold, some retailers offer protection plans or additional plans, which are either through their store or third party companies. Ashley Furniture Industries, Inc. is not liable for any of these types of plans.   If you have additional questions or concerns, please do not hesitate to call me. My telephone number is ###-###-####, ext. 128144.   Sincerely,   [redacted] Ashley Furniture Industries, Inc. Consumer Affairs Representative Tell us why here...

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.
Ashley furniture has suggested that I contact One Stop Bedrooms to get the problem resolved. I am attaching a copy of the saved chat sessions that cover part of my attempts with One stop to get this problem resolved. This file does not include phone calls and e-mails that have also been sent. My point is simple, their suggestion to simply contact One stop bedrooms has not worked and it's been tried many many times. I believe this furniture is shipped directly from an Ashley facility to a delivery company within an hour of my home and they then deliver it to me. Since the furniture never even goes to One stop bedrooms Ashley actually has more ability to control this outcome than One stop does. One stop can do nothing about Ashley shipping damaged furniture from their warehouse to me ? With respect to shipping damage and who's fault it is, Ashley touches it, the local delivery company touches it but one stop bedrooms never touches the furniture. The second dresser was damaged upon arrival at the local delivery company in Columbus, Ohio so did it leave Ashley damaged ???? Remember One Stop never touches it with respect to shipping and AShley makes the decisions as to replace the piece or not, at least according to one stop.I will be happy to forward order information to Ashley that they are unable to get from One stop bedrooms. Just tell me what information you are unable to get from your own authorized distributor. The only thing that will close this case is when I get the furniture that I bought and paid for. It's amazing to me that I must go this far to get what's been paid in full for 2 months now. If at some point Ashley decides to attempt to repair the dresser #2 in Columbus please make sure that it has all of the warranty/serial number stickers on it, that is part of a new dresser and someday I may need model and serial numbers. I would suggest that since Ashley has an incredible amount of leverage and control over this outcome and one stop bedrooms that they maintain a leadership role and do whatever it takes to get me what I paid for. Plans, contacts and communication to resolve it are great but let's not confuse effort with results......"BRAND NEW UNDAMAGED DRESSER"I don't have it yet.....Regards,
[redacted]