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 review of Mr....

[redacted]’s claim, we have reached out to upper management at the Corporate Office. Ashley furniture would like to offer Mr. [redacted] an even exchange of the dining room chair. We invite Mr. [redacted] to contact our Customer Care Department if he would like to accept this offer. Customer Service number is ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for the update regarding [redacted] J [redacted]’s situation. After further review of Mr. [redacted]’s complaint, we have looked over the technician reports with our management team. We have found per the technicians report the only issues have been sinking cores and flat backs. These issues occured with normal wear and tear and are not defects. The replacement of the chaise was done 12/26/15 and signed for in good condition.  At this time Mr. [redacted] is out of the 1 year manufacturing warranty.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeAK

Good Afternoon:
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 Mrs. [redacted]’s complaint, we found that she did sign the Ashley Furniture Homestore Packing List when she picked up her items at the warehouse location. She did make a note on the pickup receipt regarding some damage, however Mrs [redacted] did take the furniture with her. The customer has now moved from Florida to Georgia which voids the warranty on items per our Terms and Conditions.
Our Consumer Affairs department has determined that since the customer did move out of the area she will need to purchase the parts and hire a technician to install.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
LB

Date: 10/20/15
Revdex.com
Complaint Department
Thank you for responding to Ashley Furniture in regards to your complaint. As stated in our previous response the parts were ordered today 10/20/15. Due to the customer having more than one purchase order we were unable to locate the sofa. Please allow 14-21 days to receive the parts. Once the parts arrive please contact Ashley Furniture to have a technician scheduled to come and install.
Regards,
Ashley Furniture Industries, Inc.

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 we contacted the store’s upper
management.  The store’s upper management
has reached out to customer and left some voice messages asking customer to
call them back.  The store is willing to
refund customer’s delivery fee if she is wanting that refunded back to her.  We invite [redacted] to contact the store to
further discuss the refund. Sincerely, KCAshley Furniture Corporate Office

Again,we are rejecting the offer from Ashley Furniture because it is the original offer made by customer service, this is the offer that caused us to contact Revdex.com. Its the same offer with a slight twist and we are insulted. We already set up and appointment with [redacted] for the 16th for a technician to come out and get the serial number from the sofa that we couldn't locate, so we can receive the 50% store credit. We did this on the 7/6/16. We were already told rudely by [redacted] Ashley Furniture will not repair the furniture. We don't understand why Ashley is responding to a complaint with the same solution. If that was acceptable we would've accepted the offer from the beginning, there wouldn't be a need to contact Revdex.com. We have attached pictures of our 3 year old furniture. Not 4 years but 3. We purchased in October of 2012, its July, no calendar made will calculate that as 4 years. We would think that Ashley would want to sell quality furniture and admit that since these pieces are clearly poor quality and defective, Ashley will do the correct thing and honor its recurrent customers wishes. However if Ashley feels that furniture peeling away after 3 years of use is quality, I will be sure to make anyone who is considering purchasing from Ashley aware of that. We are not trying to get something for nothing. We asked for repair or another set of equal value but we couldn't get either. 50% of the value will not replace the furniture. We would have to purchase more furniture form a company we no longer respect. A refund would allow us to get the furniture repaired on our own if possible, or purchase nice furniture covers.   Thank you

Good Afternoon,Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mrs. [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 Mrs. [redacted] information we are working very hard to get the item out to the customer home. She will be notified as soon as it is available to be delivered.Delivery date is 5/2/16. Mrs. [redacted] will be notified if item does come into warehouse sooner, to schedule a sooner date.Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

[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 11797370, and find that this resolution is satisfactory to me.  According to the e-mail they sent which I just read on 11/14, they said someone would call me on 11/12 to set up pick up time for 11/13.  Per their usual, nobody called me.  I received a call yesterday, Sun 11/13 from the delivery guy saying he would be at my house in 20min.  I was not home, and had no notification they were coming so once again they need to reschedule. 
Regards,
Jamie B[redacted]

Thank you for the update on [redacted]’s situation. We did reach out to the retail location he purchased from again.  They have provided documentation that shows the first transaction and then the reversal of payment on the same day. We have attached that documentation.  Currently Mr. [redacted] has the item in his money with no payment made to the retail location for that item. No money is due to be refunded to Mr. [redacted], he actually needs to pay Ashley Furniture for the item he has in his home. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update regarding Ann [redacted] situation. After further review of Mrs. [redacted] complaint, we again reached out to our upper management team to review the photos. Our furniture has a one year manufacturing warranty and there is also an option to purchase an accidental damages protection plan.  Again, we have not offered compensation or have any knowledge regarding a waiver. At this time, the sofa is 6 ½ years old and would no longer be covered under our 1 year manufacturing warranty.    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. 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 the retail store. We have been advised that the store has processed the refund for her on 3/7/17. We invite Ms. [redacted] to contact the retail store location for an update on the refund back to her 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.
I was never told about a replacement chaise chair at all.  In fact, the first and the second tech to come out were told about the recliner falling forward.  The first tech tried to drill a screw through the skinny bar in picture one.  After failing to get the screw through the metal he told us it was a manufacturer defect and couldn’t be fixed.  The second tech tried to zip tie it together, but found no where to zip tie the metal bar to.  To make it sound good, he said he would put a new metal frame on order for the recliner in hopes that it would fix it.  When the third tech came out he told us no frame was put on order and he stated that it was a known defect in this particular couch!!  As you can see in picture number 1, the male pins in the skinny frame are on the recliner side of the couch.  The female fittings are on the main portion to the couch.  If the recliner is in reclined position, push your feet down slightly to adjust your position, the recliner just falls forward to the ground.  My wife has be ejected from this chair twice now and refuses to sit in it anymore for fear of being hurt by it.  Picture 2 shows the poor workmanship in the cushions because the flat area, covered with fabric, is hard wood with no cushion (chair is non-reclined state).  Picture 3 has be re-stuffed on each visit, but fails to keep its shape!!  I believe picture 1 says a thousand words and proves that there is a serious problem with this chair that can’t be fixed!!  After showing the sales rep in the store, she completely agrees and sees the problem.  That is that the female fitting should be on the recliner and the male pins on the main couch, which would prevent the recliner from falling forward!! 
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.]The statements provided by the store are entirely untrue. They made no attempt to pick up the furniture on 2 separate occasions. The phone calls they are speaking of WERE returned per phone records. My husband and I both work full time and are unable to answer the phone at 10AM, but the calls were returned within a few hours at most. We had to contact the warehouse and the store to do their job for them. We were NEVER verbally abusive and I take extreme offense to that statement. I am disgusted by the way they do "business". The home to which they said they went to was an address we have not resided at for 3 years and was updated in the store on the date of the purchase. The refund was processed on 8/17/16 as I have the paperwork to prove it. The furniture was picked up today because I personally spoke with the warehouse and the store to coordinate, not the other way around. [redacted] and [redacted] never upheld their word regarding how they were going to rectify the situation. I will be sure to spread the word to not purchase from such a horrible company with no customer service, but from the comments it doesn't look like I am the only one who feels this way. 
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]

Good Afternoon,According to our records, your mattress was purchased on 02/25/14 for $373.86 and the mattress protector was also purchased on 02/25/14 for $79.99. Our 10 year manufacturing warranty covers mattress defects if the technician we send out can confirm that a mattress protector is on the mattress, that there are no stains on the entire mattress as a mattress protector is being used, and the mattress is being properly supported. Our technician came out to inspect the customer mattress on 05/21/16 and observed and reported the following:  The mattress was sitting on a dog cage in the middle of your living room. They couldn’t take proper measurements as there was no middle support for the bed. Yellow stain located on the side of the mattress.13 inch and 11 inch indentations on the top side of the mattress, as the mattress was not being properly supported and/or was damaged in conditions outside of our control. As there were stains located on the mattress, this confirms that a mattress protector was not being used at the time the stain occurred. The mattress was also confirmed to have not been properly supported, which can lead to damage to the product that is not caused by a manufacturing defect. We are unable to offer a replacement mattress but would be happy to a discount on a new mattress. Please let us know if you are interested in re-purchasing and we ill inform management. Regards Ashley Furniture Industries, Inc. Corporate Office LB

I paid a total amount of $538.47 on 4/10/16.  This amount included the bed (3 parts), the delivery fee, and the taxes.   6/12/16 the delivery men came to deliver the bed and broke it in the process.  6/14/16 the delivery men came back to deliver a new bed they had the wrong bed on the truck.  I had already missed one day and two hours of work due to the issues.  After going to the store I found out that the sales lady did not sell me the correct bed in the first place.  I asked for a platform bed.  A salesman said the only other platform bed that was around the same price was not made well.  I was given 3 options.  1) Take what I purchased 2) pay 60 more dollars for bed that I would of also needed to purchase box springs for. or 3) receive my refund.  At this time I was told I would get my entire refund in 6-10 business days.    I received my check 5/23/16 for $464.28.  $74.19 less than what I paid.  I never received a complete delivery.  I have no idea on how I am to receive a delivery of merchandise that is inadequate, broken and not what was purchased.  I should pay for a service that was never completed.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Candise N[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 a full review of Ms. N[redacted]’s concerns, we delivered her items to her on October 11, 2016.  Our retail location also sent her a $50.00 gift card for the inconveniences.  We apologize for the delays.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Not sure what to put here.  I did respond to the Ashley furniture about texting via text my reference number and pictures of the damage but I haven't heard from anyone since.  I did this on Wednesday morning 9am.

After further review of Ms. [redacted]'s claim, we have been notified by the warehouse that the mailbox was replaced on Friday the 21st. Also the store advised that the refund for the discount on the furniture was processed today. Ashley Furniture apologizes for the frustration Ms. [redacted] has been going through with this situation. Unfortunately we will not be able to refund the whole amount Ms. [redacted] is requesting. We invite Ms. [redacted] to contact the local retail store for an update on the refund that was processed.  Regards, Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Tracie [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 reviewed the photos with our management team. We have authorized a credit for Mrs. [redacted] to go into our retail location to select a different sectional.  Regards, Ashley Furniture Industries, Inc.Corporate Office**