Ashley Furniture Home Store

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bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:In my original message to the Revdex.com I documented the numerous individuals I spoke with at the store and with the warranty company.  People at this specific store offered to give me a STORE CREDIT, yet the store claims there is no record of my request to this store??  If I can be given store credit, why can I not receive a refund?  It is a shame that the Ashley brand allows this store and management to operate under these business principals of lying and stealing money from customers.  Since they obviously didn't read any of my comments and documentation about my request to receive a refund, I would strongly advise they receive a negative rating and not be allowed to list as a Revdex.com business.  If anyone chooses to shop at this store, buyer beware as management will never acknowledge are request until you go through the Revdex.com and then they will deny you ever called when they don't call you back if you leave messages for anyone.  Poor, poor business practices and management.  
Regards,
[redacted]

We apologize for the issues pertaining to the customer's order. We have tried to replace and service the merchandise and will continue to make attempts at addressing any issues pertaining to damaged merchandise until the furniture is damage-free.

After the repair person came to our house to look at our broken furniture. Now the middle cousin is broken. The repair person told me he was going to send an order to replace the furniture not repair the furniture. I never got a written work order from the repair person that came out. Now I understand it is going to take 6 to 8 weeks to get the parts to fix our broken furniture. We could have gotten replacement furniture by this time. I am attaching picture's of our broke furniture.All I want to do is hopefully get replacement new furniture that isn't broken. How an we get this resolved.

We will contact the Service Department and have them expedite a response to the customer. We apologize for any inconvenience with regards to the wait times.

Date of service is scheduled for 5/17

Revdex.com:
Ashley Furniture did refund us $150.00, however the shipping fee was $150.99 - so we are still owed $0.99.
Regards,
[redacted]

We are still within the 8-week maximum time frame and therefore cannot yet provide a customer with a refund without a cancellation fee. While it is unfortunate  that the furniture has taken far longer than expected to arrive from the manufacturer due to high-demand during the holiday season,...

the furniture has already been on order and will arrive soon. As a courtesy for the customer's continued patience and understanding, we can certainly provide a gift card of $100.00. If the customer chooses to accept the gift card, they can contact us through the Revdex.com or at ###-###-####. Finally, if the furniture does not arrive to our warehouse by December 16, we will absolutely provide a full refund to the customer.

To Whom It May Concern,Good morning.  I would, if I could like to amend my complaint.  Since there is no mention of delivery fees or disposal of furniture on the website, I would like to keep the warranty fee attached to my financing and have Ashley Furniture to provide me a new dining...

room table and remove the damaged one at no cost.  Thank you for your consideration. [redacted]

The customer's invoice has been cancelled.

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 Complaint: [redacted]
I am rejecting this response...

because:
The finance contract has not been canceled as of 10/27/2017.
Regards,
[redacted]

We understand the customer's dissatisfaction with our service; the furniture has taken a lot longer than expected to arrive from the manufacturer (projected ETA of furniture is February). Unfortunately, there is not much we can do to speed up the process. Therefore, we can offer the customer the option of cancelling for a full refund or to cancel and exchange for another set we do have in stock. In addition, we would like to offer the customer a $100.00 gift card as an appreciation for their patience. The gift card is unconditional, irregardless of whether or not the customer opts to cancel the order. To confirm, the customer can contact us through the Revdex.com or at [redacted].

We apologize for the time it's taken for the merchandise to arrive. Thankfully, the merchandise has arrived and the customer has been scheduled for a delivery of the merchandise for Friday, May 6.

Our skilled technicians do inspect all items being reported. He found that is was consumer damage. Had there been a knot in the wood, that possibly could have caused breakage. However,  this was in the middle of the frame.

There seems to be some confusion. Payments in cash, checks, credit or debit cards are all just that...payments. The form of the monetary exchange has no bearing on how quickly the furniture arrives from the manufacturer. We ordered the furniture as soon as the customer signed the paperwork. Unfortunately, that furniture has taken over four weeks to arrive (which is not unusual - it is furniture). Nonetheless, we will most certainly refund the customer in the amount we owe them. This process will take 21 business days as outlined in our sales terms and rules on the back of the customer's invoice. We thank the customer for their continued patience.

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close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I purchased a couch, chair, and warranty for the couch and chair in 2013.   The couch cost about $700, the chair cost about $400, and the warranty cost about $130.  I went to pick up the furniture at the store.  The manager refused to provide me with an undamaged chair and even tried to charge me a restocking fee for not accepting a damaged product which the store would not replace.  As such, I worked with my credit card company to obtain a refund for the chair and warranty amount as the warranty was for both the couch and chair (the warranty was the same price without the chair and no reduction in cost was offered for only receiving the couch).  The credit card company contacted the furniture store for the dispute resolution which was resolved in my favor.  This matter was resolved via the credit card company and the furniture store for the 2013 purchase.  Over a year later I receive a letter from a debt collector demanding payment for the warranty.    The debt letter had no right to dispute indicated in it.   This is the first communication I have received from the furniture store since this issue was resolved.  I spoke with a lady their Regency Corporate Office regarding this letter who indicated this was not right and she would take care of it.  She asked me to email her a copy of the debt letter.  When I sent the letter, she emailed me back and indicated I have the warranty for the item I have in my home so will need to pay for it.  Where is the chair?  I have complaints regarding this issue with the Consumer Financial Protection Bureau and multiple other Agencies.  The debt attorney will not return my phone calls regarding this.   This is a consumer protection issue.
Regards,
[redacted]

We have tried to schedule a retrieval of items, but the customer has refused. Hence, he's still getting billed and will continue to be billed until he allows us to pick up the merchandise.

We will send a technician to inspect the merchandise. If the merchandise can be repaired, we will repair it to manufacturing specifications. If, however, the merchandise is defective beyond repair, we will replace the merchandise. We hope this has been a satisfactory resolution for the customer and thank them for their continued patience.

The customer's furniture is beyond the manufacturing warranty. Though the customer purchased the GBS protection plan, that covers accidental damages. The customer was informed to go through them to see if they will treat the rips as accidental damage (this protection plan was for 5 years - the point...

of which was in last March). Otherwise, since the merchandise is well beyond the manufacturing warranty period (and now beyond the GBS 5-year protection plan), we will not be servicing the merchandise.

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 Complaint: [redacted]
I am rejecting this response because:the button on the chair fell off just Months after purchase.  I am requesting that Ashley repair the button on the chair and stand by their product.  I sent a picture to Ashley show hen that the button fell off.
Regards,
[redacted]

We apologized for the prolonged delay of the merchandise. The customer was able to reselect for items that were in stock. As of 11/19, the customer was delivered the merchandise. We hope this was a satisfactory outcome and thank the customer for their patience regarding the matter.