Kincade Dental Group PA

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer'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 have contacted the customer to...

see if they would be able to provide photos of the damages being reported. Please send in photos to either ###-###-#### or [redacted]. Please include this request number when sending in photos SR#[redacted]. Regards,Ashley Furniture Homestore - Corporate Office**

[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 11953473, and find that this resolution is satisfactory to me. 
Regards,
Michael [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [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. Upon full review of Ms. [redacted]’s...

concerns, our retail location has been in contact with her to resolve the issue.  A refund of $800.00 has been applied to her Synchrony account to help compensate for her time off of work and being on hold.  We do apologize for any inconveniences this may have caused.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Good Afternoon -The store will be processing a refund for the full amount of the Guardsman protection plan. The store will be in contact with the customer to complete the process.Regards,Ashley Furniture Homestore - Corporate OfficeLH

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [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.After further review, we have...

found that [redacted] called customer service on 1/3/18 to report peeling on the headboard and the rails are cracking and it feels like they are broken, she also advised that she has moved from Las Vegas where she purchased the items to Chicago. The items in question were originally delivered in 2013, Ashley Furniture Industries, Inc. only has a one year manufacturing warranty.  The manufacturing warranty expired in 2014.  The customer did purchase a protection plan however that plan only covers stains from food or beverage or human or pet bodily fluids on the fabric of the headboard.  A customer service agent spoke with [redacted] and advised her that she is out of her manufacturing warranty and that the protection plan she purchased does not cover these types of damages.  At that time the customer service agent also offered to send a copy of the protection plan purchased as well as refunding the protection plan amount she paid $29.99.  Since [redacted] is no longer in the Las Vegas area, her protection plan is null and void per the terms and conditions of that plan.  I have attached a copy of the terms and conditions for her to review. Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

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 have viewed the pictures your sent and they are pictures of the pieces that are unable to be replaced because the fabric is no longer available. The pictures sent do not the show cracking and peeling I am referring to. I have attached closer pictures of the pieces that are cracking and peeling. I do not understand why pictures are being sent when I've already been told they cannot be fixed.What I find most frustrating about this is that yes, you company has been willing to come out and replace the areas that are cracking and peeling. But, now that the fabric is no longer available, I'm only being offered 60% of my purchase price even though I purchased an extended warranty. When I purchased this set, your sales person assured me that the protection agreement was amazing.  He said if I had stabbed my furniture with a pencil they would come out and fix it for me and that if it could not be fixed that it would be replaced. Come to find out, that's nowhere close to the truth. I have had several parts of these couches replaced by your company. But, I have also had to have several pieces replaced twice because the fabric used during the replacement started to peel less than one month after it was replaced.While I appreciate the 60% store credit offer, I do not believe that is a fair offer. If I were to go into one of your stores today, there is no way I would be able to replace a 3 piece set with only a 60% store credit.  Plus, when I purchased this set, I was employed and I was able to pay for the set.  Currently I am unemployed and I don't have the extra funds beyond the 60% store credit it would require to purchase a new set. I understand that the offer was for 60% store credit of the sale price and that I would keep the furniture. But, I do not wish to keep any of this furniture.  I would much prefer a 100% store credit or refund and you can take back the furniture.It's very disappointing and unprofessional for a company such as yours to not stand by their name.  I expected so much more from you.  I am highly disappointed and embarrassed for your corporation.  I have been told that there is a manufacturers defect in the material.  If that is the case, without question, your company should do more than just offer a 60% in store credit.  You should offer a 100% in store credit or a 100% refund. Customers should not have to beg for their money back when your company has used a fabric with a defect.  I would expect that your company would be open and honest and so the right thing.
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [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.After reviewing [redacted]'s situation...

with the store, the store has confirmed the rug is on order (#31003610) and scheduled to deliver on 4/17/17 to the customer.Regards,Ashley Furniture HomeStore - Corporate OfficeLH

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 did speak to Ashley Furniture on Dec. 14th and they gave me a number to text pictures to with a claim number which I did that day. I have the texts on my phone as proof and know it's the right number because it's the same number I texted to back in Aug. 2015 when I filed a complaint the first time about the couch. I'm not sure why they're saying they didn't hear from  me. I will be calling them again today. Not sure what game they're playing but I'm not happy about this.  I texted them at ###-###-#### and my claim number with them is 766223.
Regards,
[redacted]

Good Afternoon,Due to the length of time the customer has had the furniture this will be the final offer to the customer - 20% in store credit for the original piece in addition she will also receive the 35% friends/family discount on her future purchase. Please have the customer reach out to the store manager Jose at the Vernon Hills, IL location.Regards,Ashley Furniture HomeStore - Corporate OfficeLH

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this Customer’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 have been in...

contact with the customer and he will be providing photos of the damages reported to us via email. Once we receive photos we will review and contact customer to work out a resolution. Regards,Ashley Furniture Homestore – Corporate Office

Good Afternoon -The store has been in contact with consumer and refund has been completed for the delivery fees. The store has also offered $100 gift card to be used at the local HomeStore to the consumer.Regards,Ashley Furniture HomeStore - Corporate OfficeLH

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer'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. The refund request was sent on...

4/23, the customer paid with a check and refund will be in a check issued from the Corporate office. The customer should receive refund check within 2 weeks. The store has also issued another refund in the amount of $225.00 to resolve the night stand issue. Regards,Ashley Furniture Homestore - Corporate OfficeLH

Good Morning, Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Ms. [redacted]’ 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.   After a...

full review of Ms. [redacted]’ concerns I show the original furniture was purchased in April 2011 (please see attached purchase history). The Guardsman protection plan would cover the furniture for 5 years and the plan expired in April 2016. In July 2012 the [redacted]’ were provided a reselection thru Guardsman for the full sofa sleeper and the store provided a reselection for the sofa. The [redacted]’ reselected to a sectional and delivery was completed on 7/25/12. The sectional and ottoman would be eligible for a 1 year manufacturing warranty with Ashley Furniture which would have expired on 7/25/13. The ottoman was exchanged out on 8/5/13 due to a manufacturing issue. The original Guardsman protection plan purchased in April 2011 would have transferred over to the new furniture (sectional/ottoman) for the remainder of time on the plan (4/11/2016).   We are unable to provide a refund of the chair or sectional with ottoman as the manufacturing warranty has expired and the Guardsman protection plan has also expired.   Regards, Ashley Furniture Industries, Inc. Corporate Office LH

[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]

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.
[They will continue to say there is nothing to do, but I disagree. Thank for your time. To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Good Morning -The store has processed refund of the furniture.  All items were picked up on 2/22/16. Regards,Ashley Furniture Homestore - Corporate Office**

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this customer'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.After reviewing the customer...

complaint with our warehouse/dispatch team, the team has responded that they will be reimbursing the customer in the amount of $400.00. The claim has been submitted to the corporate office.Regards,Ashley Furniture HomeStore - Corporate OfficeLH

[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] [redacted]

Good Evening,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.After reviewing Ms....

[redacted]'s situation I show the store had issued $200.00 in gift cards for the frustration with the account on 4/20/17. I am also attaching the purchase history showing just the single purchase under her information she provided.Regards,Ashley Furniture Industries, Inc.Corporate OfficeLH

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 offered to give me 20% of the original purchase price on account, or 35% off a new pirchase. We declined their offer because we feel it is inadequate to resolve the issue. The couch is basically trash now (I would be happy to forward a picture to you). I feel the company has failed to stand behind its product, despite the favt that this is clearly a manufacturing defect that has been widely recognized in the Chicagoland area. I would have expected this couch to last me several decades, especially as there are no children or dogs in the house. Perhaps that is why it lasted as long as it did. There is no way for me to replace the couch with either of the offers made, and given the crcumstances, I do not have a lot of confidence in this manufacturer if we were to have any further problems in the future.
Regards,
[redacted]