Ashley Furniture Homestore

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.]As we mentioned our previous response, we don't have trust on them(Ashley Furniture) for future warranty (around 10 years) so we expecting refund.
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]

Thank you for the update on Mr. [redacted]’s situation.  As of 2/3/15, the refund had been processed
and sent back to the [redacted] from our Corporate Finance Department.  Unfortunately we cannot control the process
and procedures of a third party company and the time it may take to post to the
customer’s account. 
 With regards to the damages caused during the pick-up of
the furniture, as previously stated, Ashley Furniture had no documentation
indicating we were made aware of any damages. 
Nothing was reported during the pick-up or even after it was
complete.  The first we heard of the
damages was through this claim.   We do contract out our delivery services as
the customer mentioned.  We have since
forwarded this information to the company that completed the delivery.  They will be in contact with the customer. 
At this time, there is nothing further that Ashley
Furniture can do for this customer.  We
truly feel that we have made a “good faith” effort to resolve his issues.  
Sincerely,
Ashley Furniture Industries, Inc.
Corporate Office
**

The cus[redacted]er's merchandise is being picked up and they are receiving a full refund of their purchase.

Date 7/7/16
 
Thank you for your response to Ashley Furniture Industries, Inc. Again we do apologize but we would be unable to assist any further with furniture purchased in 2010. All warranty issues are handled through customer care at the corporate office so even if the store the furniture was purchased from has closed or relocated you would still need to contact customer care for assistance. The first phone call in regards to your furniture made to the corporate office was on 6/22/16. This is over 4 1/2 years outside of your manufacturing warranty.

Thank you for the update on [redacted]’s situation.  We have reached out to Management, which have stated that they have been trying to get in contact with [redacted] to discuss the situation. Unfortunately at this time we have been unable to connect with [redacted].  We will continue to try and reach out to him, however we also ask that he contact our customer service department at ###-###-####. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Thank you for the update on [redacted]’s claim. The breakdown of charges that [redacted] would be charged to the account that was advised to him by the store management is an office desk for $254.00, 2 lamps for 39.98, delivery fee of $199.99, and the restocking fee for the mattress that was returned of $250.00. The only total amount that [redacted] would be responsible for is $790.89+ any taxes applied.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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] It has nothing to do with me breaking this sofa you sold me a sofa based on FALSE advertising I made my purchase based on how that sofa felt in the store had I know that this sofa was not going to feel the same way I would have chosen something else I see I am not getting any where with you people so I will take further ACTIONs

Thank you for the update on [redacted]’s complaint.  We have reviewed the reporting from the service technician that had been sent out.  The report states cushions flat from use.  The items in question are 3 years old and Ashley Furniture Industries, Inc. only has a one year manufacturing warranty.  We are willing to offer replacement cushion cores for the sectional pieces.  That would be a new core for the chaise and new cores for the sofa portion, customer would need to install the cores themselves or hire their own furniture technician to install the cores for them. The parts would be a onetime courtesy only. We invite [redacted] to contact our customer service to further discuss and have the parts ordered. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

[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: [redacted] Protection has refused to replace all of the damaged furniture pieces. The entire set is defected, as the paint is peeling on each piece. When the repair tech came to my home for the original repair for the footboard, the area he repaired is peeling again. Why were they willing to replace the footboard and chest, but not the dresser which is also peeling? I paid 199.00 for this plan and over 2,000.00 for the set. This has been a horrible injustice I am will not give up until justice is served.[redacted]

Dear Revdex.com,Please convey our apologies our customer experienced while waiting on their Refund.We use a number of technological, inventories, and generally accepted accounting practices as safe checks to help ensure that our customers are billed and refunded correctly.  These processes...

are very important to us, and help ensure  the satisfaction of our customers.  When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possible.I have researched the account and show that the refund was completed on 01/31/15.  If you have any questions please let us know.Thank you for bringing this to our attention.Sincerely,[redacted]

Complaint:[redacted]
I am rejecting this response because: we have spoken and I am waiting for my credit card to be refunded and my finance adjusment.  Once those are in place, I will accept.
Regards,
[redacted]

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

complaint, we have found that the retail location has already advised Mr. [redacted] of a resolution.  We did attempt a couple deliveries, however they were unsuccessful as the items arrived damaged.  We apologize for what Mr. [redacted] and his family went thru and any inconveniences we caused them. We will be picking up the furniture except for the mattress and box spring Mr. [redacted] will be keeping those.  The pickup date is set for 3/24/17 which is when we will be in the area again.  The refund will be processed once the items are picked up and brought back to our Distribution Center. At this time if there are any questions regarding this resolution we invite [redacted] to contact the retail location and speak to the store manager [redacted] as that is who authorized this resolution. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

After review of Mr. [redacted]’s claim, we have reached out again to management at our retail store location. They have offered service to bring the bed to manufacture standards, a full exchange for the bed for all new pieces, and offered a store credit in the amount of the bed for a reselection. Mr. [redacted] has declined all options presented at this point there is nothing left to offer Mr. [redacted]. The three options are still available for his consideration, but Ashley Furniture will not pick up and refund his bed frame due to the policy outlined in his Sales Order, which he signed and agreed to.We allowed full refund of Mr. [redacted]’s china and hutch due to damage but will not allow for the bed to be refunded. This was reported after the pick-up of the China and Hutch.With the damage to Mr. [redacted]’s home, the claim has been submitted to the insurance company on 8/2. Mr. [redacted] will be contacted once this has been completed. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

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 full review of Ms....

[redacted]’s situation, the retail location has issued a $200.00 refund and has the delivery scheduled for this upcoming Saturday 12/3/16.  We invite Ms. [redacted] to continue to work with the retail location if needed.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Complaint: [redacted]
I am rejecting this response because:
Thear sofas are breaking more and more, the recliner is already clicking,  the company wants me to take the couches to them. I already wasted my time and gas the first time. They say they will repair them, but yet to receive a call from them.. I would 'like to just take them back and get a refund. They can keep my old couches.  I'll take the lost, these couches are not worth 1300. 
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 not satisfactory to me but business told me this is all the can do for me. This is very disappointing and they have lost not only me as a customer but a lot of other people. I will definitely tell everyone I know that never go with this furniture.   But thanks Revdex.com. 
Regards,
[redacted]

After review of Mr. [redacted], we have reached out again to upper management at our Corporate Office. The times that Mr. [redacted]’s furniture that was peeling, Ashley Furniture did repair the sofa as a courtesy. The manufacture warranty is only for one year. The 5-year plan that Mr. [redacted] purchased does not cover peeling. This is only for accidental coverage. We can offer to increase the in-store credit to 40% of the cost of the loveseat. With the loveseat being 5 years old, Ashley Furniture feels that this is a fair offer. Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

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 with...

Ms. [redacted] claim, we have reviewed her sales history, and the amount that she paid for the mattress was $1088.35. After taxes brought the in-store credit authorized to $1186.00. The amount that we process for an in-store credit is for only the amount of the item. It does not include any other charges at the time of purchase.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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

apologies for the experience Ms. [redacted] has had with the customer service she has received, and that we never received her letter that she sent to our Corporate Office. For Ms. [redacted] Ashley Furniture would like to offer her a $200.00 gift card to use at any one of our Corporate Owned stores, that would be listed on the back of the card.   We invite Ms. [redacted] to contact our Corporate Office for assistance at ###-###-####, and if she would like to accept this gift card.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK