Ace Electric

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 receiving the rejection notice, we have reached out to upper management at the retail location.  Per regional manager, the store will waive the delivery charge.  At this time we invite Mr. [redacted] to contact her retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office ND

Thank you for updating us regarding [redacted]’s situation. Upon receiving [redacted]’s situation, we have reached out to our homestore customer care team. A credit memo was processed for [redacted] to go into the store and select a new item. Delivery for the new table is scheduled for Friday, April 20th and the warehouse management team will be inspecting the item before it gets loaded on the truck.  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.   Upon review of...

Mr. [redacted]’s claim, we have reached out to upper management at our retail store location.  They have advised that they have spoken to Mr. [redacted], and he has accepted a reselection. Mr. [redacted] is currently working with the management regarding the delivery fee charge for the new pieces. Management will be following up with Mr. [redacted] this weekend with a resolution.     Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for the update on [redacted]’s complaint.  We have reviewed the reporting from the service technician that had been sent out.  The report states cushions flat from use.  The items in question are 3 years old and Ashley Furniture Industries, Inc. only has a one year manufacturing warranty.  We are willing to offer replacement cushion cores for the sectional pieces.  That would be a new core for the chaise and new cores for the sofa portion, customer would need to install the cores themselves or hire their own furniture technician to install the cores for them. The parts would be a onetime courtesy only. We invite [redacted] to contact our customer service to further discuss and have the parts ordered. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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 am still not satisfied with the outcome from Ashley Furniture.  They took almost two months to replace my mailbox.  I had personal mail (including bills) returned to their sender due to not having a mailbox.  It caused a medical bill to go unpaid.  Then, it still took until April 27th to receive the initial 10% discount promised to me on March 7th for not notifying me of a change to the original delivery date!!  I wasted hours trying to resolve the situation and I'm sure I would still be trying to resolve the matter if it were not for my Revdex.com complaint.  After the time wasted, unnecessary stress and having to resolve problems with other companies as a result of not receiving mail, Ashley furniture has definitely not satisfactorily resolved my complaint.  I would like additional compensation for the stress they caused me to endure over a two month time period.
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 appearthe email states that they accommodated me, they forced me to either keep the original Queen or exchange it for a king since my bedroom furniture at home are all king. And charged me $750 more in doing so. my main complaint is the dishonesty in telling me I had 30 days and then no memory of the offer just to get a sale. They told me that the could not do a return the original item but they did pickup the Queen once I upgraded to the king for more money. I am totally disgusted with this situation and am so satisfied with their bogus attempt of a solution.
Regards,
[redacted]

Date: 6/22/16
 
Revdex.com
Complaint Department
Complaint ID: [redacted]
 
Thank you for contacting Ashley Furniture Industries, Inc. in regards to your complaint. We take these matters very seriously and regret to hear of your dissatisfaction.
 
Upon review of the customers claim we...

have spoken to the store and unfortunately we are not able to assist with a different sofa or a refund. Please allow the sofa a break in period. Like all new furniture it is going to be a lot fuller and stiffer than what you had seen in the store. Please remember how long the furniture has been in the store and also being sat on and tested out by customers.
 
If you feel your sofa has a manufacturing defect we would be happy to send out a furniture technician for an inspection on the sofa.
 
Please feel free to contact me with any questions/concerns.
(Reference Kingswere SR#92934)
 
Regards,
 
Ashley Furniture Industries, Inc.
 
 
SL

The address of the Ashley store I dealt with is 3[redacted] NE #100, Buford, GA 30519

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.
The response by Ashley Furniture is completely false.  The technician was in my home for approx. 5 minutes and did nothing other than take some pictures, fill out his report and unzip the back of one of the cushions.  He didn't stretch any fabric and specifically stated that the cushions needed more fill to retain their shape.  He pressed on the left arm of the sectional and it made a creaking sound.  He told me he wasn't sure how to fix that but would report the issues to his supervisor and left.  The response that this furniture is designed to have an ultra plush feel is ridiculous. The technician offered no solution to the gapping that was occurring between the pieces or that the depression marks on the cushions when someone gets up from sitting on the base cushions. We have had nothing but issues with this Arminio design and expect Ashley Furniture to stand behind their product.  
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.
 
Upon...

receiving this complaint the warehouse has made multiple attempts to make contact with the customer to resolve the issue with the damage regarding the home. The warehouse has left multiple messages and has received no response back. The customer will need to contact the warehouse back to discuss a resolution.
 
With regards to the items delivered in the box we do show all items delivered to the customer with no issues.
 
Regards,
 
Ashley Furniture Industries Corporate
**

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 Ms....

[redacted]’s claim, on 4/27 we left a message for her to contact us back, due to we are needing photos of the furniture that is in her home that is peeling. Ms. [redacted] contacted us back on 4/28, and we provided her the information to where she needed to send in the photos to. She advised that she will send them over via email. On 5/1, we checked the account, and we found that no photos have been sent in. We then left a message on 5/1 & 5/3, advising that to proceed with this claim, we need to have photos of the damage pieces. We invite Ms. [redacted] to contact Ashley Furniture to proceed with this claim.   Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Thank you for contacting Ashley Furniture Industries, In. 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...

I do see we had a tech come out to the home to inspect the items but due to stain on mattress that does void the warranty. Also mattress was not set up so tech could truly inspect the item. [redacted] only paid $79.99 for mattress protector and $373.86 for the mattress. I am working with store to see what they can do to assist [redacted]. Regards,Ashley Furniture Industries, Inc.Corporate Office LB

[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.  They have offered 50% store credit for the chairs and partial store credit for the loveseat. I felt like I had no choice but to take it. I dont think I will get any further. The mgr at the store where I bought it said they are no longer selling durablend bc it is defective but corporate told me they are still selling the loveseat. They must have had extra. They should not be allowed to continue to sell this defective material !I told them I would take the store credit

We sincerely apologize for your dissatisfaction with the resolution offered. In regards to the advisement of where this was manufactured, we do not have any records or notes indicating that this was advised at the time of purchase and the sales associate states he did not advise him that this was made in Mississippi.   According to our records, the Reclining Power Sofa was delivered to your home on 03/07/17. The terms and conditions on the back of your signed sales invoice does state our return policy which states we reserve the right to refuse returns/exchanges. Our terms also explain that items accepted into the home that are reported damaged within 72 hours will be offered a courtesy technician. Our records indicate that you signed agreeing that you read and understood these terms and conditions. We have attached a copy of that document.   Please understand that due to the nature in which furniture products are used, we do not allow returns/exchanges. Once the product is in the home, we have no control over the home environment. We did however offer to send a technician to correct any issues you had with the Reclining Power Sofa as outlined in our policy.   Our Store Management understood your dissatisfaction with your experience and did attempt to accommodate you further outside of our normal policy by offering a re-select to any item in our store at an equal or greater value. The re-select credit is applicable on all items, not just sofas. We will not be able to offer a return but we would be more than happy to exchange the current piece out or allow you to re-select to anything you’d like. Please let the store know if you’d like to proceed with this.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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] claim, we have reached out to upper management at our retail store location. They have advised that at the time of sale Mr. [redacted] would have received information on what the Protection Plan covers and what it does not cover. Under the section “What is covered” only states (any human or pet bodily fluids). The brochure shows under “What is not Covered” stains or damage caused by animals, except pet bodily fluids.  The tear or cut that Mr. [redacted] is referring to that is covered under the Protection Plan is “any puncture, tear or rip from a specific accident” This is does not include pets. The sofa is still current, so there are parts available for Mr. [redacted] to purchase at our retail store location. If Mr. [redacted] would like to have a refund for his Protection Plan, we invite him to contact his Protection Plan Company Guardsman. Their toll-free number is ###-###-####.  Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

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. After looking into Ms. [redacted]...

concerns, we reviewed the customer care claim that was filed. Ms. [redacted] loveseat and sofa are still currently being sold and we would like to offer an even exchange of both items. This would mean that we would bring out a new sofa and loveseat of the same model to Ms. [redacted] home and pick up the damaged items at no charge. This exchange has been processed and in currently scheduled for 2/12/18. If this date does not work, please contact our Customer Care Department to reschedule. If Ms. [redacted] would like a refund of her protection plan, she would have to contact Guardsman directly to begin the processes. Guardsman can be reached at 800-253-3957. We apologize for the inconveniences Ms. [redacted] has experienced. Please feel free to reach out to our Customer Care Department at 800-477-0097 with any additional questions or concerns. Regards, Ashley Furniture Industries, Inc. Corporate Office AW

After review of Mr. [redacted] claim, we have received the photos that were sent in of the peeling arm rest. After review of the photos, Ashley Furniture has offered Mr. [redacted] an in-store credit of 50 percent of the unit cost. This offer has been accepted, and will be processed within 24-48 hours.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

They offered me 300 and I spent 3300. They dropped the company they were working with on bonded leather. They are all over the internet for this and so is my set. https://www.bing.com/images/search?q=ashley+bonded+leather+couch+peeling&a...⇄ do not think it is fair that they are pulling out the warranty issue on my case. I was sold that this would be extremely durable and it is garbage.From an ecological standpoint, are we ok with letting business get away with big box disposable furniture in 6 years! hey should take more accountability here, especially when in these posts the warranty did not cover peeling. I would attach pics but this website link you sent me freezes when I do

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 of [redacted]...

situation, we have processed an exchange of the sofa.  The exchange was scheduled for October 5th, however we have just found out that the new item also was not to customer’s satisfaction.  We will need to reschedule the delivery of the exchange. It has been noted on the exchange for the Warehouse personnel to inspect the item prior to it going out for delivery.  At this time we invite [redacted] to contact our customer service at 800-477-0097 to schedule a new delivery date. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Date 7/7/16
 
Thank you for your response to Ashley Furniture Industries, Inc. Again we do apologize but we would be unable to assist any further with furniture purchased in 2010. All warranty issues are handled through customer care at the corporate office so even if the store the furniture was purchased from has closed or relocated you would still need to contact customer care for assistance. The first phone call in regards to your furniture made to the corporate office was on 6/22/16. This is over 4 1/2 years outside of your manufacturing warranty.