Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc. We
appreciate that you have notified us regarding this Customer’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.Per the store manager this was...

a financed sale and all financed sales are required to have a customer sign off on any changes to order. If this would have been a credit card they would have been able to refund over the phone. If the customer has any additional questions please have them contact the store manager. Sincerely,
Ashley Furniture Homestore – Corporate Office

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,
Glenda [redacted]

Unfortunately, we do not do refunds.  Orders take a tentative 2-6 weeks to come in.  We are very clear on both our no refund policy and the tentative time frame in which it takes for the furniture to come in at the time of purchase.  We are happy to assist the consumer in reselecting...

something else that may come in quicker.

[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:You are correct in that I would not be able to purchase a replacement set at this time. I am willing to try the covers as a solution to this problem. Could we please have them shipped or whatever is necessary and if they need to be professionally installed a phone number of whom to call for the installation? Thank you
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]

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 contacted by an Ashley representative on 3/17. The representative offered store credit towards a Made in USA piece of furniture. I refused the offer since they only had 2 choices of a "Power Reclining Sofa with Power Head Supports". The representative raised his voice and was quite irate. I asked him to calm down or the conversation was over. He did calm down and asked what I would accept. I advised the only resolution would be for them to pickup this damaged made in China sofa and refund my purchase. I tried to explain why, but he cut my response short stating that he had all the information in front of him. He asked again if I accepted their offer of store credit, I responded no. He said there was nothing else he could do at this time. I wished him a good weekend.I just feel I cannot trust this company when a person who is supposed to resolve the situation could have easily escalated it. I was also directly lied to by the manger saying the sofa was made in the USA. I do not want any dealing with them and will not shop there in the future.
Regards,
[redacted]

[To assist us in 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was offered a check of $245 which I could cash and use at any location  although this amount does not cover the full replacement value of the defective chair  I am requesting a check in the amount of the purchase price, that I may cash and use at my local store.  If a check could be cut to me for the smaller amount, I don't see why a check can't be cut to me for the full replacement value of the furniture.
Regards,
[redacted]

The customer had a Furniture repair tech visit on 4/9/16 and identified that the customers center leg was loose and that the dust cover was not completely stapled. The technician tightened the center leg with additional screw supports and re-stapled the dust cover. The service for their...

concern was complete on that day. The customer called over a month later (May 23rd) stating that she was having the same issue with the center support and has been scheduled again for another tech visit on July 2nd. The company has done everything correctly in terms of providing service for the customers concerns well within a timely manner and has complied with the Technicians reports for resolving this matter.

Hello Revdex.com , Good Afternoon! Hope all is well, reached out to guest and on guest voice mail stating out of country but to leave a voice mail.Detailed message left for guest to call us back also phone numbers to call us on, we will apologized to guest for her inconvenience. Resolution ,...

will offer guest $200.00 refunded back to her card, when call us back.

I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,We have been unsuccessful in our attempts to reach our customer.    To date we have refunded a significant portion of our customers original purchase.  We will not offer another $1000.00 discount.We are willing to complete an exchange which will contain the necessary parts, or if it will satisfy our customer, we are willing to return and refund our customers merchandise for its remaining value (its value after the already provided discounts).  To accept either of these offers our customer will need to contact us by phone so that arrangements can be made (at provided numbers left in the voice mails, or at ###-###-#### between 9AM and 8PM Central time).All refund will take up to 14 business days to process from the day of pickup. The furniture must be in the same condition as when it was delivered, or this offer will be void.  Thank you for bringing this matter to our attention. We hope that our customer and family has a happy holiday season.Sincerely,[redacted]
[redacted]

[redacted] & [redacted] were in our store on August 20, 2016, they did sign the credit application and we did get them approved.  The no interest accounts automatically come with an Ashley Advantage card.  The customer can call [redacted] at [redacted] and close the account....

 [redacted] does not allow us to close the account.  thank you

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability.We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery...

or pickup that can be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.Our customers purchase has been delivered.  The delivery services were provided at no additional cost to our customer, its value was applied toward the purchase to provide our customer an additional discount.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, [redacted] of the President

Dear Revdex.com,Please convey our apologies for the inconvenience caused by potential clerical error.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly.  These processes are very important to...

us, and help ensure the satisfaction of our customers.  Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences. When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible. Transactions are also often miss-interpreted when certain financers are used.  This can occur because with certain financiers a product is not billed to them until it has been delivered.  If an error is made and a product is marked as having been delivered when it has not been, this product must then be refunded back before being rescheduled for delivery. When that product is delivered, it is then billed for correctly. Over all this will result in a billed line item appearing 3 times on a customer’s statement, as if it had been billed 3 times, but the net transactions accurately result in only 1 item being billed.Our accounting is doing a detailed review of what has been billed to the financer our customer used.  If we find that an error has been made, it will be corrected.  If Synchrony contacts us with a dispute, we will gladly work with them to ensure correct billing. Thank you for bringing this matter to our attention.Sincerely,[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: the Synchony Financing has no record of receipt of the check mentiioned by Ashley Furniture Company.  Plus the check is going to be more money that is required to pay off the finance company.  This means it will take a long time before I get my money back in hand.
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. Our retail location has been in...

contact with Ms. [redacted].  The even exchange of the wedge is scheduled for delivery today 12/7/2016.  The store has also provided a discount of $300.00 for the inconveniences.  We invite Ms. [redacted] to continue to work with the retail location should she have any further questions or concerns. 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 find that the proposed resolution is satisfactory to me. The resolution specifically involves delivery of my items without fail...

on August 23, 2014 and a refund of my delivery charges.   If, both of these outcomes occur,  I will consider this matter resolved.    
Regards,
[redacted]

Good Morning,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.I have reached out to...

upper management to discuss your concerns. Revdex.comRegards,Ashley Furniture Industries, Inc.Corporate OfficeLB

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] E [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 Ms....

[redacted] complaint, we have found that she has in fact contacted our customer service center but only one time did we send a tech out for the swivel base part.  We were not ever advised of the power components not working.  Ms. [redacted] did contact her Protection Plan Company and filed a claim with them.  Her Protection Plan Company sent a technician out for repair which he did.  The service man found a plug that was loose so he did fix that and adjusted it so that it wouldn’t come loose again. At this time if Ms. [redacted] is having issues with the Power Components for the unit she will need to contact her Protection Plan Company due to her being out of her One Year Manufacturing warranty.  She can contact the Protection Plan Company at ###-###-####. If Ms. [redacted] has other concerns or questions we invite her to contact her local retail location. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update on [redacted]’ situation.  We did reach out to our service department, and our customer service department.  Parts have been placed on order and were received.  We have a service technician set to be out on 10/21/17 for the repair of the item.  Previously the service technician was out on 10/8/17, and during that appointment Bonnie rejected the repair service stating the item needs to be replaced.  Under our manufacturing warranty, our procedure is to send parts and service technician for repair first, if repairs are unsuccessful at that time then we would look into other options for our guests. Since service is now scheduled for 10/21/17, we do need for Bonnie to allow the service technician to proceed with the repairs for the item.  If the service technician is unsuccessful he will notify our customer service department who will then follow up with Bonnie to advise of other options at that time.  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.
[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