Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the inconvenience the manufacture defects have caused.We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from us. These warranty terms are publicly...

available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.That being said, our review of the evidence suggests that not all of the damages present are the result of material manufacture defects.  As a gesture of good will toward our customer we will offer a refund of $435.00+ tax toward the financing if this will satisfy our customer to keep the products as they are.  All refunds may take up to 14 business days to be completed.  We hope this brings our customer satisfaction and peace of mind. Thank you for bringing this matter to our attention. Sincerely,[redacted]

The customer made a purchase at our Dover De location on 1/13/2014 at that time there was a very large sale going on with large discounts special financing and free delivery was being offered, no customer got the same price on any item due to all of the offers that we had. There was no way that we...

would offer a price match guarantee during this promotion.
This customer received 50% off of the purchase plus free delivery and this customer was offered the extended 5 year warranty, they did decline the extra protection plan which we do have in writing that it was offered and the customer signed stating they would decline the offer.
The customer went to our Bear De location sometime after during a completely different event and received a different price on his furniture which we are not denying, this was a different event and different promotions were being run then when he purchased on 1/13, but we did not guarantee a price match we did not guarantee a credit or any refund for the difference, we could not do that during that sale because as stated, all prices on all product varied during that time depending on what promotion you took.
The customer received 50% off and free delivery on his order, that is the only discount we can give him, we did not offer a 30 day price match guarantee to the customer, and we can not refund or credit $500 for a price he got during a different promotion at a different location.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]The response is absolutely fraudulent.  Our "children" are college graduates.....one lives in **, one lives in **, and one lives in [redacted].   They have no Grand Children... so the whole, admission of children abusing it is a total lie, which I would be happy to testify in court.  In addition the couch was only sent back one time previous to this incident, when stated it was repaired, was another fraudulent statement.  It was returned in the same broken condition, in the same broken spot it was before.  Neither myself or my wife, the only 2 who sit on the coach are overly heavy. The fact is that Im tiring of Ashleys lies.................The couch frame is of poor quality, the service at Ashley in [redacted] is beyond comprehension in a poor way, they "obviously" do not stand behind there poor quality product.  Again, the only satisfaction will be a total refund, including the [redacted], extended warranty, 5 Year, which obviously is NOT being honored either.  What is the next step of the Revdex.com?  they can simply refund our money, and this opportunity will go away, or we can entertain Small claims court, a Lawyer, the Media.  I can assure ASHLEY, that a well educated, hard working customer will not be a victim of fraud, lies or poor service. We would like this quickly and efficiently resolved with a full refund. The items are still under MFG warranty, the MFG is ASHLEY.Regards, Mr. [redacted]

Date: 3/2/
Revdex.com
Complaint Department
Complaint ID: [redacted]
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe do regret to hear of
your dissatisfaction
Upon review of the
customer's complaint we have been
trying to reach out to the customer from Ashley Furniture to look in to the
issue he is reportingWe have made multiple attempts at reaching the customer
At this time we would ask the customer to contact our Customer Care department
at ###-###-#### and reference request number [redacted]
Thank You for giving Ashley Furniture the opportunity to
respond to this complaint
Sincerely
Ashley Furniture
Corporate Office
**

A new leaf could not be ordered for this customer, each leaf is cut to fit the table it comes with, if a new leaf was gotten for this customer it would not fit the table he currently has, so since we can not get a brand new leaf for this customer we have ordered a brand new table and once we receive...

the new table and it is inspected, we will call the customer and set him up for delivery.

[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.  After 4 times of trying things were finally done correctly. 
Regards,
Andrew [redacted]

This Notice that I just received today, is the first notice I was sent on this customer.  Below I will tell you what happened with the order and how...

it was handled.     Ms. [redacted] made a purchase from the Bear De location on 6/12/15, at the time of the customers purchase, some of the items she was purchasing showed low quantities, we quoted the customer up to 4 weeks for arrival of the product, but we told the customer we would keep an eye on the order and make her aware of any changes, which we did. Unfortunately a set she had ordered kept getting pushed out, the stock was just not coming in to the warehouse so we could not get the items for the customer. We made the customer aware of the situation and told her if she wished, we could bring the other items in on the order and deliver them and when the other pieces came in, we would either deliver or she could pick them up. The customer did not want us to separate the order so we still kept everything to ship together. Weeks went by we kept checking on her order and still, those items that were showing low stock, were still not coming in, we ended up calling the manufacture and finding out, that the one set had actually just been discontinued and they could no longer fulfill the order. We immediately called the customer, made her aware of the information we just found out and we had given her the option to either reselect or she could get a full refund. The customer chose to get a full refund and that same day, her husband came back to the store where the purchase was made and received a full refund.   Thank You,

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 Ms. [redacted]’s...

complaint we have reached out to upper management.  The items in question are from 2011 they are almost 4 years out of warranty.  We will not be giving a full refund of money for the items.  We can still order the parts that are needed and we are willing to send a technician out to install the parts for Ms. [redacted].  We invite Ms. [redacted] to contact Ashley Furniture Industries, Inc. customer service line at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate OfficeKC

Thank you for contacting Ashley Furniture Industries, Inc.  We appreciate that you have notified us regarding [redacted]’ 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] claim, we have worked with management at our Corporate Office location. The instore credit for the peeling recliners that was offered to Mr. [redacted] will be honored. Once Mr. [redacted] is able to get into the retail store location to please contact our Customer Care Department to have it validated again.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Dear Revdex.com,Please convey our apologies for the experience our customer has had.The items in question, have been in our customers home since June 12, 2014.  We have sent a certified craftsman to inspect the furniture and deem that these items can be restored to manufacturing specifications. However, the customer has refused repair.  We will gladly schedule a craftsman to perform the repair.  Our customer should contact ###-###-#### to schedule the appointment.Thank you once again, for bringing this to our attention.Sincerely,[redacted]

Complaint:[redacted]
I am rejecting this response because:
I am rejecting this response because:  Ashley Furniture still cannot guarantee any delivery dates.
Regards,
[redacted]

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

we have reached out to our retail store location. Per the store management, they have contacted Ms. [redacted], and have scheduled a pick-up of the items at hand for 1/30/18. The store has also agreed to grant Ms. [redacted] a full refund.   We apologize for the inconvenience Ms. [redacted] has experienced with Ashley Furniture. We invite Ms. [redacted] to contact our retail store location with any questions or concerns at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office WH

After review of Mr. [redacted]’s claim, we have reached out to management at our retail store location. They have advised that they have reached out to Mr. [redacted], and there has been an agreement for a reselection of the mattress and base.   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 review of Mr. [redacted]’s...

situation, our delivery confirmation team as well as the delivery drivers have made several attempts to reach Mr. [redacted] via telephone regarding his delivery.  Every instance was reported as continuous ringing and no voicemail available.  We apologize for any inconveniences this may have caused. In an attempt to compensate Mr. [redacted], a $50.00 gift card was presented however the customer declined the compensation.  According to our records, Mr. [redacted] received his delivery on 6/4/16.  It does appear we still need to deliver a loveseat once the item is available.  We do invite Mr. [redacted] to review his terms and conditions of the sale that indicate some delays may occur.  Should Mr. [redacted] have any further questions or concerns, we invite him to contact his retail location.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB Tell us why here...

We have discussed resolution with our customer.

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 called the number provided by the business but after around half an hour long wait we couldn't hear anybody talking and ultimately the call got disconnected by the other end. We have faced similar issues many times in the past.  We also called the store from which we purchased this furniture and they are not aware of any replacement and refused to provide any help on replacing the furniture, however they mentioned that they will email to corporate office about this. They have our number so if they really want to replace the chair then they can simply call us and schedule the delivery.  We tried calling them but no luck, we also called the store but no help provided by store manager Julia.  And so the issue is still open and we are looking for resolution.]
Regards,
Mrs. [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]

Thank you for the information and the opportunity to respond. Although our Terms and Conditions state a 20% cancellation fee will be imposed on any cancelled order, after 24 hours, we have agreed to only a 10% fee.

The customer was spoke to numerous times in terms of their concerns and several options were offered to the customer in terms of a resolution. The customer has been offered the following in terms of rectifying the matter.
$200 delivery refund, an additional 4176.53 dollar refund plus an...

additional $150 dollar in store gift certificate which brings the customers total compensation up to approx. $526.53. They were also offered the opportunity to return the bed for a refund. The company has offered a variety of resolutions to the customer and is willing to work with the customer in terms of resolving their concern through any of the ways offered.

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.] we are. Ow at 3 visits from Ashley Curniture and the bed issue is still not resolved. The installers they are sending to my home ZERO respect for me or my personal property. When purchasing the bed we were told we. Ended to buy an expensive surge protector for the frame to stay in warranty installers unplugged it from the wall and my other items plugged into wall, then plugged frame directly into the wall outlet. When done assembling the frames bed was not placed back on the frame and my furniture that they moved was not returned to its place. The manager Henry at the store won't return my phone calls. The number that the store gave me for the  corporate office is disconnected. I am just an utter disbelief at the lack of customer care or concern at this point. I am a paying customer that spent almost $7000 on merchandise that is faulty  and Ashley furniture does not care. 
Regards,
[redacted]