Ashley Furniture Home Store

The customer can come in and receive the rest of the deposit of $96.00. The credit card used during the initial purchase must be present.

We're aware of the customer's dissatisfaction with the furniture. Our Service Department will contact the customer to help resolve the issues.

We understand that there have been issues with the initial delivery of the merchandise. However, we have attempted to exchange the furniture for new items, including the bookcase, loveseat and the sofa. The customer refused.

We're working with the customer to discuss the issues that they've highlighted. Though, we should note that the customer did sign a delivery waiver during the delivery which stated that the company will not take responsibility for any damages. Such waivers are usually put in place only during...

situations in which the delivery drivers feel that it is excessively difficult to get furniture into. We should also note that the customer received delivery in late December and notified us in late January as to the damages.

We sincerely apologize for the lack of follow up on the part of the store. I do not see *any* notes that refer to damage claims. This is no fault of the customer, however. I will open a formal complaint now regarding the damages as described here. For future reference, please contact me directly at...

[redacted]@regencyfurniture.biz and I will assist you regarding this issue.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me, however considering the circumstances I want to return the item and receive a full refund. I also do not want to be responsible for any return shipping from this business.  
Regards,
[redacted]

I am unable to locate this customer in our system. I have tried searching by the name provided, the address provided and the telephone number provided to no avail. If possible, can the customer identify their invoice number or the name/address used on the account so that we can find their...

information? Thank you.

Ms. [redacted] was charged a cancellation fee since she cancelled the order within the time frame Ashley had to provide the merchandise.  However, she is welcome to receive the full refund amount. She would need to visit the store to receive that refund.

Attached is the original purchase order copy and the applicable warranty page from Ashley Furniture Warranty Information book.  The latest service claim number created by telephone conversation with Arcadia, WI was #[redacted].

The customer's merchandise should be at the customer's home now. We thank the customer for their continued patience.

Customer returned the item (server pad) and we will proceed with re-financing to the money that we now owe the customer. We hope this resolution has been resolved to the customer's satisfaction.

Terrible customer service ....warranty service is unbelievable just to get a repair. Have been dealing with Ashley since December and still no answers. Each time I call I receive a run around story. I do not recommend their stores.

The Service Department reviewed the issues with the furniture in January 2018. The Service Department noted that upon review, the furniture did not appear to have any manufacturing defects. Nonetheless, as a courtesy, the Service Department ordered a new drawer for the customer which was delivered...

directly to the customer's home. According to the Service Department, this is a relatively easy install that should not require any technical expertise in furniture repair.

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.
Sincerely,
[redacted]

We apologize for the delay; however, the notes indicate that service on the footboard has been complete. We will be contacting the customer within the week. We thank the customer for her patience with regards to this ordeal.

The technician did an excellent job performing the repair. Any damage caused after the technicians repair, the customer would be responsible for.

[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]

We have done all that we can do.  We regret that we have been unable to meet the expectations of Mr. [redacted].Regards, [redacted], Corporate Customer Service ManagerASHLEY HOMESTOREHattiesburg, Meridian, McComb MS and Macon GA

This customer is in Idaho, I do not believe she is one of our customers.  Thank you,Karianne

Initial Business Response /* (1000, 5, 2016/06/15) */
We will do our best to address the concerns brought forth by Mr. Greenwood.
The picture assessment is offered as a solution intended to expedite the claim and resolution. If a guest would prefer a personal visit to assess the concern, one...

could have been arranged.
The faulty parts were either an error in ordering or shipping on behalf of the retailer, manufacture or a combination thereof. This was in no way intentional and it is our sincerest intentions to resolve concerns in a speedy and satisfactory fashion.
Units delivered on 10-31-2015, claim initiated 04-18-2016. It is worth noting that the stitching does not affect the function of the unit and is not visible. Digital images can be provided. As a result, we will be unable to return the units for a full refund as requested due the fault and the length of time in the home.
We have offered the following resolution options:
1. $200 Gift card for the delays with the part order.
2. $200 price reduction to keep the units as is
3. Re-selection on the sofa set with a 10% fee
There was no decision made on the preferred resolution. As a result, we took it upon ourselves to order the required part, with an expected lead time of mid-July. We are able to work with the schedule for install so Mr. Greenwood does not need to take an entire day off work, we do offer evening and weekend installation appointments.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To do something incorrectly once is a mistake, do the same twice twice and its Negligence. My mistake was in believing in the quality of Ashley Furniture and I should have taken the time to read the reviews all over the internet before purchasing these products. None the less Ashley Furniture has cost me a substantial amount of money , time and inconvenience due to their inability to order the correct parts. Next Ashley has tried to remedy this issue by offering me a $200 gift card to Ashley Stores . First of this forces me to once again purchase from Ashley and due to their prices there is nothing in the store for $200.00 except maybe a small lamp or vase . Further this will force me to again open my wallet and spend more money in their store.If I did accept a certificate it would need to be for a larger amount and to any business in Canada but Ashley.[redacted]
Next Ashley offers to take the couch back and charge me a 10% restocking fee. this is the most
unacceptable term yet. Why would the consumer lose yet more money for Ashley's mistakes and what they have failed to mention is that the couch has been discontinued after only a few months so I cannot find a matching couch even if I wanted to. So this remedy has me losing more money and more time searching for furniture and I then own a living room suite that doesn't match. This is why I bought new furniture to begin with.
[redacted]