Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding Cecilia [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 worked with upper management, and have issued an in store credit for her box spring and mattress. We have been in contact with Ms. [redacted], and advised that the credit amount she has available, and would need to use it within 30 days. We invite Ms. [redacted] to visit her retail location to use this credit.       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 further review of Ms....

[redacted]’s complaint, we have found that she did contact our customer service department and had a service technician out.  Our service technician advised in his report that the cushion cores needed to be replaced and he repaired 2 of the 3 items only due to running out of time.  We did leave a message for Ms. [redacted] advising she could call back to reschedule the technician to finish the repairs on the 3rd unit.  We also advised due to being outside of the 1 year manufacturing warranty, she would have to purchase the cushion cores if she wanted those replaced.  We apologize for any inconveniences we have caused Ms. [redacted].  We would like to send her the cushion cores as a courtesy and get the technician rescheduled to finish the repairs on the last item.  At this time we invite [redacted] to contact our customer service department at ###-###-#### to schedule the technician to finish the repairs.  At the same time we will order the cores, however Ms. [redacted] would be responsible for installing those herself as the units have loose cushions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint #[redacted] We have talked to customer & told her we would take care of her issues. She had never called us. She had called the extended warranty company & they do have some things they don't cover.  We are going to take care of everything on our end though.  I hope...

this is a satisfactory response.  Thank you.

I believe this complaint was written by [redacted] and not by [redacted].As I understand it [redacted] came back to the store and decided to take a split delivery.  She also decided that the rug originally picked out wasn't what she wanted and chose something else that will be delivered with...

the backordered piece.  So there seems to be a silver lining to the delay that allowed [redacted] to make a change that she thought would better fit her room.

Delivery history shows all items were delivered before the signed Anticipated Delivery Date of 4/22.Please let us know if the service is still incomplete.Thanks

[A default letter is provided here which indi***es 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 ***, and find that this resolution is satisfactory to me. 
Regards,
*** ***s

Dear Revdex.com,Please convey our apologies for the delays our customer has experienced.We are constantly working to develop and maintain the best customer service standards in our industry. Our management is charged with great responsibility and empowerment to help resolve issues as they...

arise.  It is very important to us that our employees provide clear honest communication and set realistic expectations. Unfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  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. We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely,[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] & [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 Mr. & Mrs. [redacted]’s claim, we have found that the customer didn’t’ report a specific accident to cause the damage to the night stands when they filed a claim with their protection plan. With the Montage they need to know a specific accident that would cause the damage to the item.  The customer being almost 4 years out of manufacture warranty, Ashley Furniture would like to offer for the inconvenience $100.00 gift card to Ashley Furniture Corporate Store of their choosing.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Complaint: [redacted]
I am rejecting this response because:
I believe the damages were NOT made during the transport of the product, why because how can it be damaged that bad for the duration of 1.5 hours of transport. The bed set was purchased and ordered on February 11th and received the call on February 20th that products are ready for pick up at the warehouse. Products were not picked up until February 26th so during that time who knows how the product was handled and how many times they were moved. I, myself also think I am not responsible for this, either the retail store is or when it was transported from the warehouse it was ordered from.  
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

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.
When I orginaly purchased my sofa sleeper my sales assiocate didn't explain this "Any furniture that is altered after it was manufactured will void out the warranty. If Ms. [redacted] alters the sofa to a sofa sleeper that will void the warranty on that piece of furniture. " If I accept this offer what are the terms? Who do I contact directly (NAME/TITLE/EMAIL and PHONE NUMBER) before I make my purchase to ensure as a consumer that I'm not faced with any future issues?
Regards,
[redacted]

I would like to sincerely apologize to Mrs. [redacted] for the experience she had with scheduling her delivery. We truly strive to give the absolute best customer service from the beginning of the shopping experience to the end. We are very disappointed we did not do that for Mrs. [redacted]. We will...

be issuing a full refund. We recognize how important it is that we meet every customers needs and they have a good experience with us. We will take the step we need to to insure this doesn't happen in the future.     Michelle C[redacted] Senior Customer Service Manager

I spoke with Mr. [redacted] this afternoon to discuss his concerns regarding his furniture purchase.  Mr. [redacted] will send pictures of the pealing and cracking at his earliest convenience. Mr. [redacted] will then schedule a meeting to come to a resolution.Dan S[redacted]

Thank you for the information and the opportunity to respond. Each guest that purchases the extended care plan is given a copy of the plan before exiting the HomeStore. The paperwork clearly states what is covered, what is not covered and the time limit to report any issues. In addition, the...

extended plan is between the purchaser and Furniture Care protection and not the Savannah, Ga. HomeStore. Mr. Chavez Felix should address his concerns with [redacted] going forward.

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.The deteriorating effect on the furniture is something that didn't happen just recently. It started a while ago and only recently it got worse. I was trying to contact my local store where I originally bought the furniture from but they closed down. This is why I expected the corporate office to resolve my problem. Since Ashley Furniture business do not stand behind their product, I will never be purchasing from this company ever again and I urge all future customers to stay away from their products as well. As you can see from this interaction, they will sell you extremely low quality items and will not stand behind it. All they care about is their money and do not care a single bit about their customers. I hope others will learn from my mistake. 
Regards,
[redacted]

Thank you for the update to Mr. [redacted]’s concerns.  We do apologize but we will not be able to offer a refund of the products.  Our offer of a reselection on the table or even and exchange is still valid.  We invite Mr. [redacted] to contact the retail location to accept.  We feel we have made a good faith effort to resolve this issue while working within our terms and conditions that Mr. [redacted] acknowledge at the time of the purchase. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Unfortunately we don't have any lamp shades on hand.  If the manufacturer missed or they shipped damaged, getting them from the manufacturer is our only option.If waiting for them is not an option please return the set to the store and the store will handle crediting your account.Thank you.

[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 believe that a gift card or 100 dollars would be a fair resolution. I accepted the resolution but I am planning on buying the dresser to my set is it possible to also ask fore free delivery on my next purchase as well as the gift card? Thank you
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]

Although the consumer selected a sofa that did not fit in her home, we are making every attempt to try and provide a solution for her.  We do not do refunds and it clearly states it on the ticket she signed.  We have made an exception and agreed to refund her for the piece that did not fit.  She refused.  We have offered to allow her to reselect altogether with no penalty and again she refused.  We are willing to provide her with either of these options should she decide to take them.

Just to clarify, Is it accumulated damage and not from a single accident?  This is a third party protection plan company that has made repairs and replaced pieces for hundreds of guests.  They do stick to their rules on what qualifies for a claim.  A cat having an accident that...

excludes their claws would count unless they or you can determine it's not accidental but accumulated or habitual.  We would have to present the claim again in order to get the repair so we would need to know more details about the incident.  If you can provide pictures that would help.Thank you.