Ace Electric

Thank you for updating us on [redacted]’s claim. After further review of Mrs. [redacted]’s claim, we have worked with upper management. We are replacing the entire sectional. The delivery is currently scheduled for Friday, November 3rd. We did contact Guardsman in regards to a refund and have been advised the refund was completed on Friday, October 20th.  In regards to the financing issue, we have reached out to management at the retail location. The whole order was financed with two separate purchases through Synchrony bank and is now out of the interest free promo period. This would need to be discussed directly through Synchrony bank.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

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...

concerns, we reviewed the technicians report it has been determined that the proper path was followed per our warranty guidelines. [redacted]’s mattress is defective and we are willing to offer an even exchange or in store credit for the defective item only. We would be willing to extend the time frame for the in store credit to be used to 90 days if this is something [redacted] feels would help them in choosing a new product. We apologize the inconveniences [redacted] has experienced and hope the above solution is satisfactory in resolving these concerns. Please reach out to our Customer Care Department to accept the even exchange or in store credit at ###-###-####. 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 Mr. [redacted] claim, we would like to get some more information regarding the sofa that has damage to the arm rest area. The damage that is on the arm rest is it peeling? If it is peeling, we know that pictures were sent in to our Customer Care Department, but we would like to have recent photos sent to Ashley Furniture again. If Mr. [redacted] can send photos either by email or text that would be very helpful. Also, we would need a photo of the serial number that is on the sofa unit.   Ashley Furniture is asking for 3 photos of the unit. The armrest area where the damage is, another photo of the area that is a little bit far away from the damage area, and last picture of the whole unit. To text in the photos it would be 608-350-1754 attention [redacted]. If Mr. [redacted] would like to email the photos, email address is [email protected]. Same thing attention [redacted].Any questions with sending in the photos we invite Mr. [redacted] to contact our Customer Care Department at 1-800-477-0097 for assistance.   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.I was told by a representative that they would no longer honor the warranty that was paid for five years. I would like for them to give me a full refund and come collect their property.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.]
Regards,
[redacted]I doubt they even know the situation, as we have already stated to them, that as per the policy which they gave us, which we have a copy off we are entitled to a refund, but instead they want to latch us on with another item or the same one, both of which could have the same issues we are dealing with right now, I do not care for store credit, and do not wish to keep the item, I want to receive the refund they state I can get as per their guide lines which I have followed and have been tricked enough by this company to the point I will happily say I will never do business with them ever again. In fact until we contacted the Revdex.com there personnel have treated us horribly and been quite rude overall from management to a receptionist all have taken an attitude to myself and my husband.

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 came with a damaged chair to deliver. So we couldn't accept it. We are waiting on Ashley to send a chair in good acceptable condition.]
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 upper management at our retail store location. Our management team at the store has advised Mrs. [redacted] did not purchase the power base, only the mattress. At this time we welcome the customer to go to our retail location to purchase the power base.     Regards, Ashley Furniture Industries, Inc. Corporate Office AK

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.]I have spoken with synchrony and they have advised me that a refund request has not been processed by Ashley.  I need this transaction to be removed and this matter resolved in a timely manner. 
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.]Guardsmen, who offer our protection has reinstated the claim for the replacement of the furniture.  This is crazy that I'm not getting compensated for gas or our rental after specifically  being told when buying furniture and insurance that I could replace the items in Columbus Ohio. 
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.
After spending almost 10g's in your store, this is the kind of customer service I am getting from Corporate??? You still have not addressed what the first technician did to try and fix my defective recliner.  I have enclosed a picture of the hole he tried to screw into the piece of furniture connecting to my recliner!!!  Upon doing this, he removed it saying that this type of locking mechanism for the recliner is a FACTORY DEFECT and can't be fixed!!! This crappy attempt at a fix is depicted in picture labeled 4...  All of your technicians were told about this problem, yet none of them wrote this on their reports to you.  The only reason I can see is because this problem can't be fixed because it is a FACTORY DEFECT!!!  So, stop replying to me about my FIXED chaise lounge chair.  They never fixed the recliner as requested!
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] R [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 receiving...

[redacted]’s situation, we have reached out to the retail location he purchased from.  A refund request has been submitted and processed for [redacted].  He will be receiving a check in the amount of $149.99 as this is the amount of the TV.   We invite Mr. Coleman to reach out to the store at ###-###-#### with any further questions.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

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,
[redacted]
 
This is a true lie!  An individual from the warehouse named [redacted] called me with an attitude telling me that I would have to have at lease two contractors come out to my house and assess the damages.  He called twice in one day and I was not available to take his call.  I called him the next day.  On one of those two calls, he actually talked to my wife.  This is unacceptable!  The issue is not the warehouse.  The issue is the company that delivers for the warehouse (HDL)  I was told by one of their supervisors ([redacted]) that they would compensate me for the mix up and the damage.  No one other than [redacted] has called me back. Bottom line is that an estimate costs money.  If Ashley wants to go that round and have me get and estimate.  Most contractors in the area charge 75 -100 dollars to show up at the doorstep.  This should not be an issue.  On three occasions something was damage by the movers.  Why won't Ashley take responsibility for their actions. [redacted]

[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.  Thanks for your help.  We have been contacted and they agreed to accept the return.  Thanks

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 a full review of Ms....

[redacted]’s concerns, we reached out to our retail location to further assistance with the issue. Our retail locations management submitted a refund request and reached out to our finance department to expedite the refund process.We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Ms. [redacted]’s concerns.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAW

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

P[redacted]’s concerns, it was determined that the items Mr. P[redacted] purchased was one of our “Smart Buys” which cannot be combined with additional discounts.  A “Smart Buy” is already a discounted offer.  This information was disclosed in the catalog Mr. P[redacted] received.  We apologize for any confusion but we will not be able to extend any further offers.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 review of Mr....

[redacted]’s claim, we have reached out to management at our retail store location. They have advised that they will be exchanging the TV stand, and this is scheduled to be delivered on 6/13.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for the update from Ms. [redacted]. As previously mentioned, Ms. [redacted]’s warranty was voided when the items were moved from the purchasing area.  We do not have any way to assist the customer at her new location.  In regards to her receiving paperwork, we believe she may have filed a claim with her protection plan Guardsman.  She will need to continue working with them directly for a resolution We apologize if this has caused any inconveniences for Ms. [redacted] however Ashley Furniture Industries, Inc. is working within the terms and conditions that Ms. [redacted] signed at the time of her purchase Regards, Ashley Furniture Industries, Inc. Corporate Office LB

Date: 7/5/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
We have received your complaint in regards to Ashley Furniture Industries, Inc. We do regret to hear of your dissatisfaction and we take these matters very seriously.
 
Upon review of the customer’s complaint we...

do see that the customer is scheduled and confirmed their delivery of their headboard for Thursday 7/7/16. At this point we would not be able to compensate the customer any further for their prior issues. Please let us know if something does not happen accordingly on the delivery on Thursday.
 
Please feel free to contact me with any further questions or concerns.
(Reference SR# 93567)
 
Regards,
 
Ashley Furniture Industries, Inc.
 
 
SL

I received the below Revdex.com complaint, but I am not able to locate this customer in our system. Would you be able to help me with this? If we can get the sale order number, and city and state where they purchased from.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] and [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 of [redacted]’s complaint, we have found that a claim was filed with Ashley Furniture through our warranty department. We sent a technician out to Mr. [redacted]’s home to fix and/or advise of the issues with the chairs. The store has authorized for Mr. [redacted] to come into the store to reselect different chairs.   Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK