Ashley Furniture

Initial Business Response /* (1000, 5, 2016/04/04) */
Hello, I have searched our system for a customer with this name everry way I can think of and I can't find any records where this customer purchased from our store. I noticed that this customer lives in California and we are located in Ohio. I...

realize that the customer may have moved after they made a purchase from us but since I can't find any records I think there may be a mistake. If the customer could provide us with a purchase number or an old address or phone number I can search other ways. Sorry to be of no help at this point but really think customer may have bought from another store owned by someone els.
Thanks,
Doug A[redacted]

Initial Business Response /* (1000, 13, 2015/09/21) */
Contact Name and Title: Doug A[redacted], Generl Manag
Contact Phone: [redacted]
Contact Email: [redacted]
Hello, the customer bought on 7-30-2015. There are notes in our system that their sales person spoke to the customer on...

8-6-2015 letting them know it is looking like late august for delivery. The second note in the system is left voice mail for early sept delivery now on 8-17-2015. I personally received a fax from Revdex.com on 8-28-15 that had been sent the night before on 8-27-15. I pulled up the sale and it was scheduled at the time for delivery on 8-31-2015. I called and left the customer a voice message to return my call. I called again today and left a message asking for a return call for follow up on the issue with an apology for delay in shipping. The furniture was delivered to the customer on 8-31-2015 and I assume at this point the customer is pleased with the product. I would love to talk to the customer to discuss and better explain the issue if they would like to return my call. I hope they are happy with the product and are welcome to contact me anytime.

Review: I have broken furniture that I purchased from Ashley furniture in Paramus nj .. I have called as well as my wife for the replacement of the broken furniture and no one calls us back. One time they did call us back and said someone will be in touch with us to replace the damaged furniture and not one call back in months..this is an ongoing thing and I want what I paid for . (Good furniture) please please help me take care of this matter asap.Desired Settlement: I want my furniture that I have been making payments on for a while now. Replaced and my money refunded for that piece of furniture. The least they can do is replace the broken furniture and refund my money due to it being so long as to my daughter not having a dresser in her room . Thank you.

Review: Bought a bedroom suite and the footboard to my bed was messed up. They sent someone out to fix the place. And now the finish is coming off on that post that was repaired. The finish is not coming off anywhere else on that foot board. Or for that matter anywhere else on that bed. So it has to be something the guy did that repaired that place on that post. They do not make this bed any longer so it can't be replaced. They have told me I can call someone and pay to have it fixed. Instead of having it repaired they should have replaced it the first time. Now they are saying they will not do anything about it.Desired Settlement: $199.99 Plus tax because it can't be replaced they don't make it anymore. If it's repaired could do the same thing like it has done now.

Business

Response:

Ms. [redacted]'s bed came with a one year manufacturer warranty. This time period has expired. As a goodwill gesture to promote a positive customer experience, we offed to send a technician to her house to make a repair at no charge. The customer refused the repair and said she only wanted the full purchase price returned. Ms. [redacted]'s bed is out of warranty and therefore will not be refunded.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They told me it would not look like new if they sent there tech out. They also told me I would have to sign a form. It was there tech that was sent out the first time to fix a problem with it if it had been replaced instead of being fixed we would not be dealing with this issue now. Whatever the tech did to fix the 1st problem caused this issue. I advised them instead of sending a Ashley tech out I would get someone to fix it since you can't buy this piece now.

Regards,

Review: We bought a King size bed and mattress/box spring in September 2014 from Ashley furniture. There is a huge gap(10 inches) between mattress and headboard/footboard. We have complained several times and keep hearing that it's normal, it's for the comforter . We also have a toddler who comes and snuggles with us. We have to put pillows between headboard and mattress, but it doesn't help the gap. My son has fallen between the headboard 3 times now. Last night it cut his foot when he slipped again. We have called Ashley furniture's customer service and they keep saying someone from the store will return a call. They never do. I'm scared my son will get hurt and we have to lock him out of our room so he won't get hurt. I took pictures of his foot today as proof as well as pictures of the huge gap.Desired Settlement: I want the gap fixed so nobody gets hurt.

Business

Response:

From: [redacted] Sent: Tuesday, February 10, 2015 9:04 AMTo: Kelly MaceCc: Alyse S[redacted]Subject: FW: [redacted]Response for complaint #[redacted] from our customer service department. from the desk of Alyse S[redacted]Turner Furniture Holding CorpAshley Furniture HomeStores317 Industrial BlvdThomasville, GA 31792(229) 584-1967 direct(404) 601-1650 faxFrom: [redacted] Sent: Monday, February 09, 2015 10:35 AMTo: Alyse S[redacted]Subject: Re: [redacted]In reference to customer [redacted]- customer id # [redacted]We delivered to him the first time on Sept 18th. Signed for the bed in question with no issues. See 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 slat. This 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 time. Regular height boxsprings were placed on order to be swapped out with the loaners when they arrived. Boxsprings of a retail price of $300.00 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 back. Store ordered low profile for him as a courtesy and swapped them out again on October 8th. See pic #2.We did not hear back from the customer until 1/31/2015 when Mrs. [redacted] called stating that one of the side rails broke and the center legs on the slats were broken. Ordered replacement parts as per warranty states to ship direct to customer's home. Mrs was happy with that.Mr. [redacted] 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 thing. I explained to him I ordered exactly what Mrs. [redacted] 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 gap. This was the first we had heard this complaint. In 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 set. Customer 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 12th. However, 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 made. The 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[redacted]Ashley Homestore Customer Service Manager4224 Tudor LaneGreensboro NC 27410336-369-0500 Ext:4336-369-0506 Fax The best and most beautiful things in the world cannot be seen, nor touched ... but are felt in the heart. ~Helen Keller~On 2015-02-06 10:51 am, Alyse S[redacted] wrote:Please provide information in regards to issues described in their Revdex.com complaint. from the desk of Alyse S[redacted]Turner Furniture Holding CorpAshley Furniture HomeStores317 Industrial BlvdThomasville, GA 31792(229) 584-1967 direct(404) 601-1650 fax

Review: Was suppose to exchange my cross island dresser since it is messed up. They ordered another one. My father was suppose to pick up I had informed them that he was having open heart surgery and another surgery was was not going to be able to lift something heavy for awhile. When they delivered my table to my apt they could have brought the dresser to exchange it but, didn't. Now I have found out they have given it to someone else and now you can no longer get it. so now I have a dresser that is messed up and paid a lot of money for. they should have had a note on my account so they should have never given this dresser to someone else knowing it was ordered due to my dresser being messed up. I'm done doing business with Ashley Furniture.Desired Settlement: Your not able to give me another one since you gave my dresser to someone else...my money back for what I paid for it plus tax.

Business

Response:

Ms. [redacted]s's damaged dresser was approved for replacement by the manufacturer in 2012. We received and had available the new dresser from Ms. [redacted]'s warranty claim on 12/5 2012. After 1 year of contacting her to pick up and she never came to get it, the merchandise was released for purchase by other consumers on 12/5/2013. The dresser has since been discontinued by the manufacturer and the warranty perod of 1 year from the date of purchase has expired. The manufacturer will not allow a new claim to be filed after the 1 year time frame.

Consumer

Response:

[Review: 10686001I am rejecting this response because: When they called they never informed me that I only had a certain time frame to have someone pick it up. Because I had infomred them my father was the one that was going to have to pick it up and he had open heart surgery and surgery on his arm. So he was not able to drive or lift. Them knowing all this this and knowing the item was damged they could have delived the item at no charge. So now they have given my dresser to someone else and now I have a damanged dresser. Again they never informed me when they called me about picking the item up. And I had explained to them several times what was going on and had no idea when I would be able to pick it up. They NEVER said you only have a YEAR to pick it up. I will not buy anything else from Ashley. They have poor customer service and they do not try to please there customers. I will also let others know about how Ashley furniture does. I spent alot of money on my bedroom furniture and now I have messed up furniture due to Ashley. I will also post on facebook to let others know about my experience with your sorry store! Since you got rid of my replacement dresser you should give my money backRegards,[redacted]