Ace Electric

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** ***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner After review of
Mrs***’s complaint, we have found that the outdoor furniture purchased was the Loughran set, but does not include orange throw pillowsMrs*** did send us a picture to show us the set does include orange throw pillows, however this was for the Renway set not the set that was purchasedWe have ordered the cushion for the outdoor furniture and issued a replacement for the office chair, both are scheduled to be delivered on Monday September 18thWe also sent a technician out to the customers home to level the outdoor couch Regards, Ashley Furniture Industries, IncCorporate Office AK

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 belowEvery news channel that I can contact in will be notified about your horrible customer service and how your warranty is a scam and how if they want quality customer service they should definitely go else whereI sure will spend my money somewhere else on furnitureIt's funny how I had called and told the rep on the phone exactly what was wrong with the mattress and because I was in the process of moving tried to make it easier on the rude and racist inspector they sent out to my houseThat's what I get for trying to make things easierNever again will I make this mistake and my orlando community will be informed not to buy into Ashley's furniture scam
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** ***’sWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review of Ms***’s claim
we have reached out to upper management at our retail storeThey have put in the system, to have one of Ms***’s barstools picked up, and we will deliver a bench at no additional costThe bench currently is on back order, and is scheduled to be delivered on April 26th. Regards,Ashley Furniture Industries, Inc.Corporate Office SK

We do not have access to ***’s personal call history nor do we have records of the phone conversations she is referring to or what was advised at the time of those phone callsAll calls made to our Customer Care center regarding delivery or product issues are loggedThere is no record prior to hours after delivery that shows *** contacted our Customer Care. To reiterate, we attempted to assist ***Our terms and conditions state that for any product reported damaged or defective within hours that we will send a technician out to inspect/repairDamages to both mattresses were reported after hours and *** has refused all assistance we have offered even though the damages were reported outside of policyWe have attached a copy of the terms and conditions *** signed and agreed to at the time of purchase In addition, we have attached ***’s purchase history which shows that box springs were taken off of her order and we did not charge for themThey were taken off of her order and delivery was cancelled as a no trespassing warrant was issued against the guest.” Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Ashley's sales representative failed to deliver the correct information to it's a customer on the eligibility on the coverage even though the damage caused by pets are not covered in the pamphlet, therefore, it's Ashley's responsibility who failed to educate their sales force and apologize to refund the warranty program or honor the damageHad I not been misinformed I wound't purchase their product or warranty in the first place and go through the hassle of claim process

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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,
*** ***

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding *** I *** situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. We are having difficulty
locating Mr*** informationPlease provide us with the original sales order number (located at the top of your sales receipt), delivery address, and/or the phone number used on the account When we receive this information, and are able to located Mrs*** account we will be more than happy to assist in resolving these issues. We apologize for this inconvenience and the issues you have had thus far and we look forward to working with you to resolve the matter. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAK

Thank you for your response.   We have reviewed the technicians report and also reviewed Mr. [redacted]’s concerns with our quality department. Our technician was able to regulate the back cushions and adjust the fabric that was not pulled straight.   Our quality department stated that this unit is designed to have an ultra-plush feel. Fluffing of the product is required every-so-often during use to keep it looking and feeling great.   At this time, Mr. [redacted]’s sectional in up to our manufacturing specifications.   We apologized for any inconveniences Mr. [redacted] has endured during this process.   Please feel free to reach out to our Customer Care Department with any additional questions or concerns at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

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.
When I orginaly purchased my sofa sleeper my sales assiocate didn't explain this "Any furniture that is altered after it was manufactured will void out the warranty. If Ms. [redacted] alters the sofa to a sofa sleeper that will void the warranty on that piece of furniture. " If I accept this offer what are the terms? Who do I contact directly (NAME/TITLE/EMAIL and PHONE NUMBER) before I make my purchase to ensure as a consumer that I'm not faced with any future issues?
Regards,
[redacted]

Date: 1/19/16
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We take these matters very serious and regret to hear of your dissatisfaction.
Upon review of the customer’s complaint I have received a copy...

of the customers Terms and Conditions signed at the time of purchase stating their finance plan would be 12 months deferred interest. At the time the customer purchased their furniture there was a promotion going on where the customer received a 20% discount on their purchase. The customer has the option to choose either a longer deferred interest program or to receive the 20% discount with a 12 month program. At that time the customer chose the 20% discount and 12 months. The Ashley Furniture store where the customer purchased their furniture does not have any programs that would offer both 5 years deferred interest plus other promotions on their purchase. The store has reached out to the customer and left a message for the customer to contact them back. They are will to work with the customer and offer the 5 years no interest but would have to charge back the 20% discount.
Please have the customer contact the store back in which they purchased their furniture to further discuss the situation.
Feel free to contact me with any questions or concerns.
Regards,
Ashley Furniture Industries, Inc.
SL

[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. Thank you for my refund. 
Regards,
James [redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Karla [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 account, Ms. [redacted] was given the correct promotional financing at the time of her sale. Ashley Furniture Industries, Inc. has done everything correctly for this customer.  The issue now lies between Ms. [redacted] and [redacted] who charges the interest once the promotional terms are expired.  We encourage Ms. [redacted] to contact [redacted] at ###-###-#### as we are unable to assist with this matter.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

...

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [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.   Upon review of Ms. [redacted] claim, we have reached out to our Warehouse management team. They have advised that the wedge & armless chair was sent back with the drive team day on 7/29/17. A new delivery has been scheduled for 8/12/17. We have advised to the management at the warehouse that these pieces need to be fully inspected prior to putting the pieces on the truck. Ashley Furniture will be contacting Ms. [redacted] on 8/10 to provide her with a 4-hour window time frame for her delivery.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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,Ok I am tried of going around in circles that make not sense to me. This is according to my phone records that does not lie, but human input I have no control over.On December 18th 20161. I received an apt delivery call at 9:02am and driver from phone # ###-###-####2.  On the same day I received another call from their delivery driver at 9:35am, 9:44am and 9:45am, from phone # ###-###-####.                                    3. And I call them about delivery damage for first mattress on 12/18/16 at 10:04 am to driver # ###-###-####.Phone history cannot be altered or lied upon.0n December 19th 2016 at 3:47 pm I text ruth the sales representative telling her about the problems, On December 21st between 5-6:30pm is when I visited the store and then spoke to [redacted] about my problem but ruth the representative knew about these problems include the front desk. This is well within 72 hrs, again I can't make notes myself in ashley computer system and it is not my fault it was not taken care of properly  when I first mentioned it on  12/18 & 12/19/2016. And as time when on, store manager Jeff knew about it and did nothing but shun me when he saw me.Now regardless of times and dates, I still never got my mattresses boxes which clearly on my delivery receipt shows only 2 mattresses and not boxes which they still have not acknowledge that I didn't get ...... what is up with that I got half of my delivery...... Also what ever is said my mattresses are still damages and need to be taken care of. When is that going to be. Again they keep delaying things...... what kind of customer service is this.If it makes them happy to exchange the mattresses, ok no problem but it is my money and it should be my choice to choose what I buy. I don't feel comfortable with the same Ashley brand mattresses because clearly it shows by transit the poor quality their are. So if Ashley Furniture is willing to really solve this problem and bring it to an end, I would exchange them both for different brand mattresses with better quality, and I will be happy.... plus I need my box springs.... and they can keep the sale that seem so important to them beyond customer service.
[redacted]03/01/2017

[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]

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 review of Mrs. [redacted]’s...

complaint, we have reached out to the management staff at the retail store location. Our management staff has scheduled a replacement loveseat and have given $200 in gift cards for the inconvenience.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Revdex.comComplaint ID: 1[redacted]'
Thank you for responding to Ashley Furniture Industries in regards to your situation. Again we do apologize you are unhappy with your purchase. Again, if the furniture is up to manufacturing specifications we would be unable to assist any further with your issues. Please allow time for the furniture to break in to your comfort level. If you feel this is a manufacturing issues please contact customer care to schedule a technician.
 
Regards,
Ashley Furniture Industries, Inc.
 
SL

[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.  Although please note:  I was in contact with Ashley CSR the day before the local Ashley store called.  Arrangments has already been made for the exchange and there wasnt any need to respond.  The delivery was smooth and the replacement piece was inspected and found in acceptable condition.  My thanks goes out to the Revdex.com for your help.  My only regrets is that it took someone else to get involved before action was taken.  Please feel free to post.
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.   Our retail location has...

been trying to reach Ms. [redacted] in regards to her mattress situation.  Our retail location is willing to allow Ms. [redacted] a reselection of her mattress.  We invite Ms. [redacted] to contact her retail location to start the process.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Good Morning,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 careful...

review of your online order and working diligently with the online sales department we do see the nightstand replacement was shipped on 7/21/16.  For your two poof ottomans I do see you filed a claim with UPS for that part of your order. Once that claim with them has been solved our online sales depart will be able to assist. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB