Ashley Furniture

We are within company policies with this guests and what I offered is the final resolution

We have spoken with *** *** *** *** about the dining set about refunding the money for those items. The *** called on January 6th to refund again and customer refuses to give us a credit card number to be able to refund for the dining table and chairs. Our Customer Care Department has also spoke with *** *** *** *** about the other items mentioned, because customer stated they were not satisfied with the items. They refused for us to send a technician to their home to inspect the items if they we unsatisfied. Once they spoke to them for a little while, we found out that there are no manufacturer defects, they just do not want the items anymore. We explained to them that on the back of their receipt it states all sales are final. It also states that all returns , refusals, or cancellations will result in a 20% restocking fee. They refuse to pay that as well. We would be more than happy to give them the money they deserve for the table and chairs, but they are refusing to give us the information to be able to complete the refund. Thanks C*** ***Director of Guest Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They was suppose to deliver my dresser and mirror on sat may the and the showed up with dresser but forgot the mirror I called the office talk to *** he said *** was not there witch *** was suppose to check it out make sure nothing was wrong and deliver it his self so *** resedule to deliver mirroron Tuesdaythe man showed up with the mirror went to put it on drop the mirror and broke it he said to call the office and the would knock off some money for all that they have put me through I said I have called the office and all I get is cancel my order ...well I have already made payments on it because they charged my card before I ever got it witch I was told I would not be charge until I had everything thank you s*** ***

All dates for delivery are a best estimate as stated on the sales order and that is acknowledged by signature Sometimes, if it is a popular item the merchandised can be pushed outThat is what happened in this instance and the customer did not want to wait In error when trying to
refund his credit card, the wrong credit card number was refunded After several days the customer called us back informing us that he had not received his refund at which time we realized the error and re-processed the refund Due to an error with the credit card processor after this was done, the refund still did not process as it should have and we had to put in a trace for them to track the refund After the credit card processor tracked the refund it was processed back to his card We are very sorry that these events took place and would like to offer Mr***'s an additional $customer appreciation card that will be put in the mail to him today.Whenfrom the desk of Alyse SutphinTurner Furniture Holding Corp

Good Morning, We have now spoken with the guest apologizing for the delay Her sales professional had keyed in an incorrect item number resulting in the wrong color being ordered Her correct item is now on order and should arrive within two weeks to get the guest taken care of
quickly Thank you for passing along this issue for our resolution. Thank You,*** ***

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First of all, when receiving the delivery for the "first time," we ordered a piece bedroom set including this bedThe delivery drivers could not give us the dresser included in this set due to it being broken on the truckThe driver said there was no way he felt good about unloading this item and giving it to usHe let me see it in his truckHe asked that we sign a refusal so that he could take back this item and reorder another one to deliver at a later time. I accepted this and did not complain once about this issueThey did not have the media chest either and said they would have to deliver it at a later time as wellThese are issues that I did not complain about even though this really inconvenienced usAlso, the driver said that no box springs were on his truck for him to put the bed togetherHe said, luckily, that he had some loaner box springs that he kept on his truck for emergencies and he would let us use these so that we could sleep in the bedThey did not "catch" this before delivery because the driver said they had just noticed it and that we didn't order themWe were moving into the house at the time and did not have a bed or any furnitureHe apologized again and said they would make sure to deliver the correct box springs when they came back with my next, unbroken dresser and missing media chestAshley forgot to include this, I guessTheir side of this story plays them out to be the victim and heroLike we are always calling with unwarranted complaints and all they have been doing is giving to us and helpingThat's laughableThe first time that I seen this bed put together, it looked wrongWhen I bought the bedroom suite and Jerry at the store was assisting me, the display bed did not look as raised and gapped on each sideThose displays sure are made to look appealingI called and spoke with a Sales Manager at the storeI think his name was BrianI addressed this issue and sent pics to his cell phone and personal email of the gaps at the front and back of the bedI guess that they forgot that as wellHe acknowledged the gaps but said that this was to put a comforter down inside the bedOn the front and back? The pics that Ashley took of our bed were greatSuch a great, strategically placed angleThey showed or proved nothing except that it was a bed with box springsWhen the drivers brought back the second box springs that Ashley gave us out of the "goodness of their hearts," they brought my daughter's bedroom suite as wellYou see, we ordered about $10,worth of furniture from Ashley to furnish our new homeMy daughter's bedroom suite was to include a comforter set with it but was on backorder and we actually had to go to the store to pick this up two weeks laterShe had to use an old blanket from our previous house to sleep underNo complaints hereThey put the new box springs under the bed and it raised the bed 8-more inchesI was at work and my wife accepted this deliveryShe immediately called me at work and said that the bed was now really highShe actually had to use a step stool to get on the bedShe is 5' tall, but really? I had to take a small jump to get on the bed and I'm 5'So, yes we called about that as well and said that the lower profile box springs worked a lot better and since we were supposed to have box springs anyway, could we not just use the low profile ones that were a lot shorterAshley agreed to that and brought them back out and put them under our bedWe were told that they were the same ones that we used last timeSo, the "courtesy" that they extended to us was apparently for the loaners and correct sized ones as well
Two weeks ago, the bed just collapsed, with us in itMy wife almost fell out to the floor when it happened which is still about 33" from the floorThat's almost feet from the floor to the top of the mattress even with the low profile box springsI had to lift the mattress off of the bed by myself, which weighs a ton by the way, to see what happenedI noticed right off that a bolt on the bottom of two of the legs under the frame, was bent almost in halfI also noticed the a side panel was warped and broken on the left side of the bedI was able to unscrew the two bolts and take them outside, and by using a mallet, hammered them as straight as I could so that I could prop the bed back upI could not do anything about the panelWe are still sleeping with the bed like this and praying that it does not collapse againI could not inspect the rest of the bed to see if anything was broken or cracked underneath as it was 11:PM at night and we just wanted to go to sleepAnd I am not a technician or specialistThis happened about two weeks ago. My wife called the next day
She spoke with Denise at customer service, who told her she would order the parts and have them shipped to our houseWhat? What partsMy wife told Denise what parts that I rigged to fix the bed but how does anyone know exactly what caused this or what parts were needed to really fix the bed, without someone actually coming out to see the bedDenise never said that she was scheduling someone to come outWhat am I supposed to do with these parts? Try and fix the bed myself?
I called customer service a couple of days after that and asked Denise what parts were shipping and why wasn't a technician scheduled to come out as well? She said that a technician could not do anything without partsOk, but how does anyone know what parts are really needed to fix the bed? Without coming out to look at the bed? I asked her when the parts should be arriving and she said that they were coming from Wisconsin and she didn't knowI asked if she had a tracking number and she said that the parts haven't shipped yetI asked if I could schedule a technician to come out and she said that it would be two weeks out before he could come and that they only had one guy to do all of the warranty claims in the entire areaI acceptedSo I wait for two weeks on the parts and technician
In the meantime, the same night my son fell through the top of the bed to the floor (inches) through the front gap, even with it stuffed with pillowsHe got hurt and scraped his legHe is months oldSo, the next day, I called the store since every time you call customer service locally, you have to leave a messageIf you call the national customer service, they tell you that they can't help and that all of Ashley stores are locally owned and operatedI asked what type of customer service that they offer to which as was told, sales I did speak to a Sales Manager at the store about my son getting hurt and that the bed has large gaps at the top and bottomLarge enough for a toddler to fall throughI have had king sized beds before that never had this issueIf the floor model was like this, I sure did not see it with all of the bedding on itNor, would I look for this when looking for a bed because you would not think that this is something to consider when purchasing a bedI haven't had to beforeThe sales manager said that she understood and looked up my orderShe said that it showed that I was delivered a king frame with a king mattressI still could not comprehend if this was the case, why was there such a large gaps at both ends? It should fit betterAnd we DO sleep with it centeredBy the way, who tucks their comforters in at the top of the bed when sleeping at night anyways? Would that not make someone actually have to sleep under the comforter since this is where your pillows are supposed to go?
If it supposed to be centered, why do all of our pillows AND our son fall though the top of the bed to the floorMy son has actually fell through this bed three times so far at the front, although we watch him very closely and not let him get to close to the top anymoreEven with us stuffing the gap with multiple pillows and the mattress pushed to the front of the bed as wellWe are now scared for my son to even have story time or to be in our bed with us at all nowHe is only months old
Lastly, a technician came out on February 12, not September 12th as the previous email statedHe inspected the bed and told my wife that he was going to order the parts neededSo, the parts were never ordered and it's been two weeks? Why the fiasco with customer service and ordering the parts and then sending the technician out? They never ordered any parts as they kept statingThat's fine because it ultimately proved my point with their customer serviceMy wife showed this technician when the bed is centered and bedding on with pillows, how easily my toddler could fall through the top of this bed
The technician actually agreed that the bed looked too big for the mattress and it look like the size of a California King bedImagine that! He was very nice to my wife, by the way, which was welcoming considering the rest of our experience. It is still unknown when or if our issue will be resolved because of waiting for the parts to be ordered and having to schedule another service callHe didn't schedule a follow up or give any more information other than that This bed is not a good bed. If we cant have the correct size bed that actually works for this big, tempurpedic type mattress, we just want a new bed It looks great and with the mattress, was very expensiveIt IS under warrantyWe have been treated poorly like we have no idea what we have or how it supposed to be usedAgain and again
If they would just stand behind their products and make things right instead of pawning us off on customer service and then the store and back to customer service and so on, they would not have any customer's writing an email to the Revdex.comTake ownership of this problem and help us
I have attached a couple of pictures as well
Regards,
*** *** *** ***

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, 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 seeIt is unfortunate that Ashley Furniture is not what used to be Ashley may be the world largest manufacturer of furniture but the quality is as cheap as something you would find in a home/grocery storeWe have learned a hard but valuable lesson Do not make any major purchases based on how it looks and feels without reading reviews on customer care and product quality Also,READ everything that you have to sign Do not sign based on the salesman's interpretation of what it means.We plan to trade the Alzena model in for the Zavier model It is my hope that what I have experienced thus far is the worst of it.Regards,
*** ***

I called and spoke to ** *** *** *** and told them that I would call the salesperson and have them process a refund for there recliner

Before informing my review of this specific Ashley Furniture store, I would like to say that Tony, the sales associate that helped me with my furniture selection was wonderfulHe, however, was the only one that was genuinely interested in helping me
After spending over $5,at this location, there was an unfortunate mix up with my furniture deliveryThis was in fact due to employee error, as I had created separate purchases that accumulated to the 5kOn my delivery day, after scheduling multiple other services around the fact that my furniture would be present, only 1/of furniture showed upThe movers themselves were wonderful and felt terribly because of the mistakeHowever, those at the Opelika location were far beyond useless and proceeded to lie to me regarding scheduling a delivery
I had multiple people drive hours to help me move, had cable arriving to install etcbut of course that was near useless due to my empty apartment
On that day, we called the Opelika location countless times and they assured us that there was in fact a truck coming from Phoenix City that could bring my furniture by the end of the day...we checked in with them on the hour and supposedly something was comingHowever, at 4:(end of business day) some manager from their "DC location" was calling who sounded vaguely familiar to the Ashley manager in Opelika-- it was even calling from a local area code!
Their explanation was that there was another mix up and that another truck was never scheduled to come
So...after wasting my entire day waiting on furniture that they never had the intent on delivering, they promised to send me a $customer appreciation card....Considering I had already purchased $5,worth of furniture and their lying staff, there was no way that it was even close to covering the inconvenienceNext, after speaking with the manager they explained they would reimburse my shipping cost-- let me remind you that the more you spend, the cheaper your delivery-- so a lousy $back to compensate for the missing $4,worth of items
Finally, days later my items came delivered by the same moversthey were delightful and again apologetic
After speaking with the manager again on the phone, they promised they would additionally refund the purchase of my couch, a $purchaseHowever, since having my things delivered, such manager is "unavailable" to take calls, and his associate answering the phone even responded with "You got your furniture, isn't that enough??"
This location is an absolute scamBesides Tony and their delivery staff, they lie and make empty promises that claim good customer serviceThey are hardly worth spending more time and money on so after this review, I am wiping from hands of the Ashley Furniture in Opelika

I have spoken with MrsBurton several times about the refund that I had approved. I called and spoke with our accounts payable department and they show the refund was applied to her account. I was told this may take several days to be applied to her account. Thanks***
***Director of Guest Services

Guest Care has called *** *** and scheduled for her Dresser to be delivered again on Sat the 27thI have talked with her several times about the price of the furniture. She signed a receipt agreeing to the price in several places and talked with the manager several times about this, the price is what it is and will not be changed

From: *** *** *** Sent: Tuesday, February 10, 9:AMTo: Kelly MaceCc: Alyse S*Subject: FW: *** *** *** ***Response for complaint #*** from our customer service department from the desk
of Alyse S*Turner Furniture Holding CorpAshley Furniture HomeStoresIndustrial BlvdThomasville, GA 31792(229) 584-direct(404) 601-faxFrom: *** *** *** Sent: Monday, February 09, 10:AMTo: Alyse S*Subject: Re: *** *** *** ***In reference to customer *** ***- customer id # ***We delivered to him the first time on Sept 18thSigned for the bed in question with no issuesSee attached pic # 1.The salesperson did not order boxsprings to begin with due to it having a storage ftbd and salesperson was under the impression that bed came with a roll slatThis was caught before the delivery and loaner low-profile boxsprings were sent since they were the only extra ones we had in stock at the timeRegular height boxsprings were placed on order to be swapped out with the loaners when they arrivedBoxsprings of a retail price of $were given to customer at no charge due to salesperson leaving off order at time of sale.Boxsprings were swapped out on Sept 24th.On Sept 29th, customer contacted the store and complained that he did not like the new boxsprings because he felt they were too high and wanted low profile boxsprings backStore ordered low profile for him as a courtesy and swapped them out again on October 8thSee pic #2.We did not hear back from the customer until 1/31/when Mrs*** called stating that one of the side rails broke and the center legs on the slats were brokenOrdered replacement parts as per warranty states to ship direct to customer's homeMrs was happy with that.Mr*** called back on February 2nd demanding that we also send the tech to look at the bed because he doesn't think we ordered the correct thingI explained to him I ordered exactly what Mrs*** asked me to order and that if the rail is broken the tech can't do anything without the parts He still wanted the tech set up so I gave him an appointment for 2/12/15.The store contacted me the next day stating that he was calling there and was complaining that there was too much of a gap between the bed and the mattress set and that his child can fall into the gapThis was the first we had heard this complaintIn the pictures you can see there is only the standard gap that beds have to allow for thick bedding to be tucked in between the bed and the mattress setCustomer told them he felt like he had the wrong bed the whole time.Parts are still on order and will be shipping to the customer and the tech is still scheduled to go out on September 12thHowever, this does not change the fact that the gap between the mattress and the bed itself is like that on all the beds, to include the one that is on the floor at the store It is standard to have this gap That is the way it is madeThe bedding should be centered on the bed to allow an even amount of gap between the headboard and bedding and the footboard and the bedding not all at one end or the other. ---Denise E***Ashley Homestore Customer Service ManagerTudor LaneGreensboro NC 27410336-369-Ext:4336-369-Fax The best and most beautiful things in the world cannot be seen, nor touched but are felt in the heart~Helen Keller~On 2015-02-10:am, Alyse S*** wrote:Please provide information in regards to issues described in their Revdex.com complaint. from the desk of Alyse S*Turner Furniture Holding CorpAshley Furniture HomeStoresIndustrial BlvdThomasville, GA 31792(229) 584-direct(404) 601-fax

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
We have had nothing but problems with this furniture from the very start Your company is very good at giving people the run around You came out twice on the same problem and even your service tech said it shouldn't be doing this Plus if you would look at the pictures its in the seams I don't know about you but I don't sit in a seam when I can actually sit down for the night With us working full time and kids in sports we are lucking to sit on this an average of an hour a night now that is high quality furniture I'm not going to pay you any more then I already had for a 4,piece of junkIt is embarrassing to have company come over and sit on it but I will be sure to let them all know that it was purchased from Ashlley FurnitureI should have know better this is the second time we have been burned from your company Hopefully you will leave Green Bay like the last time Thanks for once again not standing behind your product.
Regards,

As we have stated to Mrs*** before we will be more than happy to take care of the issues that she has reported, but we cannot approve a return and refund of furniture that she has signed and stated before she was satisfied with what we did to take care of issues reported. I once again I apologize for any issues she is having with her items, but we will be more than happy to resolve any issues that she has but cannot do if our service is refused. Thanks again,Chris Abshire

Trade Practice Consultant
Revdex.com
Dear
Thank you for providing us with this opportunity to respond to our customer's concernsOur customer brought the issue with peeling leather on her sectional to our attention
on 1/31/ She had purchased this sectional on 2/13/14, so at the time we received this complaint, her sectional was already months out of warranty.On 2/2/16, we contacted the manufacturer to inquire if there was a history of complaints about peeling leather on this sectional, and the vendor replied in the negative We also reviewed our internal service records for evidence that this particular model had above average history of complaints, and found nothing to support thisSince there is no evidence that this leather material is defective, we assume this is wear and tear The manufacturer's warranty has expired, but even had it NOT expired, wear and tear is not covered under the manufacturer's warranty nor is it covered under the Guardsman 5-Year Protection Plan, which is primarily protection for accidental damageHowever, this is a valued customer, so we decided to offer a service repair at a discount On 2/25/16, we spoke to our customer and offered parts at cost, and labor and trip charge at half-price Our customer refused this option On 2/29/16, we left a message for our customer to re-offer this option Our customer returned our call and refused our offerI am sorry to report that we have been unable to resolve this complaint to the customer's satisfaction, though I have continued to seek other optionsOn 3/17/16, I discovered another service option, to redye the sectional Should our customer be willing to consider this service option, we would be happy to renew our discussionSincerely,
*** *** Director of Customer Experience
Boston, Inc dba Furniture & ApplianceMart, Ashley HomeStores, Mattress Mart
Business Park Drive
Stevens Point, WI

While we understand that ideally the customer would like the furniture as soon as possible, unfortunately, some of the items we order take 2-weeks to arriveThe final piece is scheduled to arrive at our warehouse on the 18th from the manufacturerIf it is not here by then, we will certainly
refund the customer for the itemWe thank the customer for their continued patience

Dear ***,
Thank you for providing this opportunity to address our customer's concernsWe have completed a return authorization for a full refund When our customer returns the chair to the store, we will process a refund for $to the credit card used for the
original purchaseWe will contact our customer to inform them that we have resolved this in the manner that they requestedSincerely,

customer was delivered on November 13th 2015.  During delivery customer had refused table and chairs due to being the wrong color, and two drawers on the five drawer chest that the two bottom drawers were not even.  She was also having issue with the legs on the sofa.  We ordered legs...

on November 13th 2015 to customers house to replace the one on her sofa.  We also ordered two new drawers on November 17th 2015 for her five drawer chest to fix the issue of drawers not being even.  We called to follow up with customer on November 17th 2015 to inform them of what we had ordered and that it would be shipped to their home and to call us when they arrive and we would send a technician out.  When customer care called one number was disconnected and on phone number has no voicemail.  Customer care called again on November 18th 2015 to follow up about parts ordered to home and same thing, first number was disconnected and second number has no voicemail.  We tried multiple times to reach customer and always phone disconnected or no voicemail.  Last point of contact from us was on December 21st 2015 at 10:48am to schedule the technician and same result, first phone disconnected and second has no answer or voicemail.  We would be more than happy to get in touch with [redacted] to have issues fixed. Thanks Christopher AbshireDirector of Guest Services

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Ashley Furniture regarding complaint I*...

[redacted]
Regards,
[redacted]