Ace Electric

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 offerThe resolution issued by the store does not meet my expectations. I ended up having to spot paint the table and had to put two screws in the legs in order to have stability. 
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,
Melyssa Roberts Ashley Furniture Corporate Address is: 2998 Broadway Center Blvd, Brandon, FL 33510

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding Kenneth K[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 the Kenneth’s claim, we delivered new bed rails on 12/29/16. Kenneth contacted the retail store, and stated the rails are too long for his mattress. The retail store has scheduled a technician to go out, and inspect the rails on 1/14/17. Once the technician has completed his inspection, he will be sending his report to Ashely Furniture.  We then will be in contact with Kenneth when we receive the report from the technician.  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 the...

customer’s claim, we have contacted the store manager and the store will be refunding the delivery fee of $75.00. The customer has a scheduled delivery date for a new sofa on February 6th.  We invite the customer to contact her local retail store with any questions or concerns.

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 further review, we have...

found that the purchase was made inside of a retail location, so the sale does not qualify as an “online” sale.  The terms and conditions are different for in store purchases, there is no 72 hour return policy.  We apologize for any inconveniences this may have caused.  We did reach out to the retail location regarding the sale.   [redacted] was offered a courtesy reselect (in store credit) which was agreed upon by the customer at that time. Unfortunately [redacted] signed for the items at the time of the delivery, there are no damages/defects to the items customer just does not like them.  The retail location is still willing to offer the courtesy reselect if customer so chooses.  We invite [redacted] to contact the retail location the purchase was made at. 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 have responded to a voicemail they left to “text” pictures to a (608) phone number. I texted 4 pictures that I have attached to this letter twice to that number Attn: [redacted]. Friday 10/13 and then Monday 10/16. I did not receive a response. On Tuesday 10/17 I called their 800 number and spoke to Linda and told her about the texts. She looked at my claim and said they did not receive anything from me. She then gave me an email address to email the pictures. I emailed the pictures on 10/17. It is now end of business 10/18 and I still have not heard from Ashley Furniture. I would appreciate a phone call so that we can resolve this matter. 
Regards,
[redacted]

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. This response is in...

regards to your recent Revdex.com complaint and request to return the (2) Serta Motion Twin XL Adjustable Foundation Bases delivered on 01/03/18. First and foremost, we are very sorry to hear about your mother’s passing and send our sincerest condolences. We appreciate you reaching out to us and are very sorry to hear that you no longer want to keep these adjustable foundation bases. According to our records, the original purchase of the Serta Motion Queen Adjustable Foundation Base was delivered to your home on 12/20/17. Our records indicate that the merchandise was signed for on delivery indicating it was received in good condition. The terms and conditions on the back of your signed sales invoice do state our return policy. Our return policy states the following: “AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not damaged/defective or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations.” Our records indicate that you signed agreeing that you have read and understood these terms and conditions. We have attached the sales paperwork that includes the signed terms and conditions and have also attached a photo of the signed delivery receipt.  Please understand that due to the nature in which bedding products are used, we do not allow returns/exchanges. Once the product is in the home, we have no control over the home environment and would be unable to accept a return. Please understand why we are unable to do this and know that this does not change how much we truly value you as our customer. Once the product is received in good condition in the home, approval for returns/exchanges on powerbases can only be approved by the Manufacturer, Serta, if the merchandise is deemed defective.  Our Store Management understood your situation and dissatisfaction with the original foundation powerbases and did attempt to accommodate you further outside of our normal policy. Store Management provided a re-selection credit for a product of equal or greater value at no additional cost to you, picked up the original bases at no cost, and re-delivered the re-selected powerbases at no cost. Our records indicate the replacement powerbases you chose were delivered on 01/03/17. The delivery receipt attached for this delivery also show the merchandise was signed for on delivery indicating it was received in good condition.  As we have already made an accommodation outside of our policy to pick up the original powerbases delivered and the replacement powerbases are in good condition, we are unable to extend any further offers or approve a pick up. Thank you for your understanding.” Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

I spoke to [redacted] and for a week or so she couldn’t find the
$234.95.  The people in finance were
looking and I sent her an email needing her to contact me and I got no
response.  Thursday the 30th
of November or the same day that I heard from Revdex.com they had no response from Ashley's.  I get a call from [redacted] seems she is
interested in my situation again.  No
doubt the fact I had the bank reverse the charge back onto my debt card and the
Revdex.com complaint. 
Now she is saying that they put the money on my account with
the 12 months same as cash account with the VISA account for a totally different transaction not the table and chairs. She was stating I did
not want the table and chairs.  I
informed her I did want them however they didn’t get delivered. 
I asked her to send me
proof of this on the account, and she types up a spreadsheet showing me nothing more than I already
had.  She mentioned that she would have
to take the funds back from the VISA if I wanted the money on my bank
account.  I also explained two items
weren’t discounted however she put the end tables on her little spreadsheet at full
price no discount. 
I the next day sent her an email since she didn’t do nothing
but lie.  Asked her to leave me alone and
the VISA is shut down and she is not to touch any of my accounts.  That this is more fraud than anything I got
my bank to put the money on my VISA since she blew me off,  until Revdex.com intervened.
  That considering two of the charges were
wrong we should be even. 
I ask at the point they leave the money the bank reversed
due to the table and chair not coming. 
She can discount the end table set by 45% AND  the other item that was rung up wrong if she
wants to keep this going.  Some one can explain to me why this was handled so wrong other than the store staff.

Thank you for the updates from Mrs. M[redacted].  Our retail location was able to make contact with Mrs. M[redacted] on 10/13/16 to obtain the credit card information used during the original transaction.  The refund has been processed.  It may take 1-2 bill cycles for the refund to appear on the credit card statement.  Ashley Furniture Industries, Inc. considers this issue resolved.  Should Mrs. M[redacted] have any further issues, we invite her to contact the retail location for assistance. Regards,Ashley Furniture Industries, Inc.Corporate Office AB

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

several unsuccessful attempts to reach Mr. [redacted] to further discuss his complaint.  We are unable to go any further without speaking to him.  We invite Mr. [redacted] to return the left messages or contact the retail location so a resolution can be made. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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 find it laughable that Ashley Home Stores still insist that my furniture only has a one-year warranty.  The phone call which prompted this complaint was due to the manager not being able to add five years to 2012.  She INSISTED that my 5-year warranty expired in Sept 2016 several times over.  All one has to do is simply listen to it-provided it was recorded.  Furthermore this company has repaired my couch which was bought in conjunction with the love seat twice: once in 2015 for peeling of the seat cushion and armrest, and again in 2016 for peeling of the backrest (Ashley claim numbers 166336 and 231673).  Why was my furniture repaired nearly two and three years AFTER my warranty supposedly expired?!  Please answer why the manager insisted that I "had" a five-year warranty and also why my couch was repaired supposedly after my warranty expired. 
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Marlene Wilkie’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 Marlene’s...

situation, we have reached out to our online sales team.  Management from online sales has reached out to Marlene and has advised her that they will be issuing a credit for the cushions and she is going to donate them. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[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.    I did receive a call this evening from Ashley Homestore Corporate office. She states they will be following this through til the end and have agreed to replace the sofa for us at no charge.SHe is to call me Monday to set up a delivery time and date.  Thank you for intervening on our behalf. Will let you know if there are further problems. At this point it appears to be resolved. (at least verbally)
Regards,
[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. 
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] situation. We take these [redacted]ers 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] complaint, we have reached out to upper management at our retail store location. Our management team at the store has authorized a reselection on the sectional. Mrs. [redacted] can go into the store at any time to select new furniture.     Regards, Ashley Furniture Industries, Inc. Corporate Office AK

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.
 
With reviewing this...

matter we have reached out to the store and have come to a resolution. The store has made contact with the customer and has scheduled a pick up for the furniture and has created a refund in the system for this customer.
 
Regards,
 
Ashley Furniture Corporate Industries
CS

After further review of Mr. [redacted]’s claim, we have reached out to upper management at our Warehouse facility. They have advised they would like to speak to Mr. [redacted] about the delivery that occurred on April 12th. Management left a message for Mr. [redacted] today to contact them back at ###-###-####.   Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] I [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 management at the store. Our retail store has offered Mrs. [redacted] a reselection.     Regards, Ashley Furniture Industries, Inc. Corporate Office AK

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, we have reached out to our upper management team with our Online Sales Department. They have advised that there has been approval for a return, and refund for the sofa that was purchased. There is a pick up scheduled for 3/25, and once the item is back to our warehouse, the refund will be submitted to Ms. [redacted] account.   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,
[redacted]