Ashley Furniture Homestore

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
ashley could not play with his customers, I did not accept to fix them to let ashley see that is a defect not a use damage, I was waiting a tech this 28 of february and did not appear.I know and everybody know this is not a serious company, if you want to take care of your customers you have to go personally a manager or something and see my furnitures, bad quality all the paint is falling off like NAIL PAINT AFTER DAYS OF APPLIED, is ridiculus I am not buying a bag of potato chips on the market, be a serious company please do not be a Liars, HOPE EVERYBODY READ THIS AND SEE WHAT KIND OF COMPANY YOU ARE.you are telling me that I damaged the furniture, are you sure? Did you go to see my furnitures personally dont be ridiculus.

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 at the Ashley Furniture Industries, Inc. Homestore she purchased from.  The manager from the store has already advised the [redacted]s that the odor is normal and will go away with time.  He also called Tempur Pedic while the [redacted]s were in the store and the representative from Tempur Pedic also advised the [redacted]s that the odor is normal and will dissipate over time.  At the same time the store manager went over the sale paperwork that was signed showing they understood our terms and conditions. Our terms and conditions state “No returns or refunds on Closeouts, Accessories, As-Is sales, Mattresses, or Foundations”.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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.  After further review, we...

have found that the reason the delivery team didn’t show up on July 13th for the delivery is because they didn’t have the items loaded into their truck.  Per our dispatch the items were pulled but not put in the lane for the delivery team to load them on the truck.  It would be the responsibility of the warehouse and/or dispatch to contact the customer when it is the day of delivery and items are not going to be delivered.  At this time we do not know why customer was not contact that morning to be advised delivery would not be coming. It is not our standard practice to leave the customer wondering about their delivery and/or giving incorrect information.  We do apologize to [redacted] for having to go thru this. We have reached out to the store manager, who has advised that the amount for the items has been refunded to [redacted] already.  Also the store manager will be reaching out to [redacted] again today sometime.   Regards, Ashley Furniture Industries, Inc. Corporate Office KC

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 of...

[redacted]’s complaint, we have found that a claim was filed with her protection plan company for the item in question. The item in question is not under a manufacturing warranty anymore.  The Protection Plan is a 5 year plan that would cover manufacturing issues for certain components of the sofa once the 1 year warranty has expired.  Ashley Furniture would not be able to replace this for [redacted] and since the claim was submitted and accepted by the Protection Plan a refund of money would not be able to be done at this time.  The parts were ordered and shipped out via UPS, tracking# 1Z35451[redacted]54.  Once [redacted] receives the parts, she would need to contact her Protection Plan Company to have a technician come out for installation of those parts. At this time we invite [redacted] to contact her Protection Plan Company at ###-###-####.   Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Good afternoon,
we would be more than happy address your refund concerns.  Our guest experience manager, [redacted], has reached out a few time over the past week, and she can be contacted at ###-###-#### Mon-Fri 8-5 and will be more than happy to process a refund for you....

 I apologize for the inconvenience, but I look forward to assisting you in resolving the matter asap.  Thanks
[redacted]

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.  The check was filed after I contacted the Revdex.com in regards to the matter
Regards,
[redacted]

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]

Initial Business Response /* (1000, 5, 2016/03/14) */
In this case we have offered the customer delivery on Saturday 3/12/2016 in the morning for the delay on time on the first delivery. Customer denied this. We are delivering on 3/16/2016. When a customer cancels delivery for whatever reason once...

it is on a delivery truck we charge another delivery fee, which we are not in this case. Please close case. 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. 
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.Upon review of Mr. [redacted]...

claim, we have reached out to management for assistance. They have advised that the Mr. [redacted] has received the following charges, and refund back in November of 2017……APK-B643-KUB $749.98APM-M713-KG $1055.98DELIVERY $149.99RECYCLE FEES $33FPP $179.99GRAND TOTAL $2369.44VISA PMT $119SY TOTAL $2250.42. Mr. [redacted] was charged $2448.75 with Synchrony and refunded $198.31 for the accessories from the living room set. Management at the store, spoke to Mr. [redacted] on 1/23, and sent him a copy of his invoice. For the overcharges to his Synchrony account, they have requested for him to send a copy of his Synchrony bill to the store. We invite Mr. [redacted] to reach out to our retail store upper management team for assistance at ###-###-####.Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

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 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 claim, we have reached out to upper management at our retail store location. The Sales Manager advised that he worked with Mr. [redacted] on the purchase of a new chair. The chair was retailed for $200.00, and Mr. [redacted] asked to have a price match done. Normally Ashley Furniture does not do price matching, but as a courtesy the management at the store authorized to have this done. For the loveseat that has been repaired multiple times, Ashley Furniture would like to offer Mr. [redacted] a onetime courtesy exchange of the loveseat. We invite Mr. [redacted] to contact our Customer Care Department at ###-###-#### for any questions.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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.We have not been credited our paid purchase price. Once the refund is received, we will consider this matter resolved.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and agree to try and resolve the issue through the company. Should the resolution not be resolved I will contact Revdex.com in regards to...

the determination. 
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:
Please expedatie the parts needed for the repair and allow the technician plenty of time for these repairs.  In regards the 5-year warranty the salesperson misled the coverage and would like a full refund of the waranty charges.  Even though the items offered are not 100% satisfactory I would like to move forward and get some kind of assistance to rectify the issues on hand.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 [redacted] Wynne’s situation.  We have reached out to our service department and they will be reaching out to [redacted] to schedule service to remove the plastic. Management from the retail location will be reaching out to [redacted] as well to address the store experience [redacted] has had. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

I spoke with [redacted].  We will provide [redacted] with a store credit to purchase new furniture.  We will then take back the furniture in question.  [redacted] stated that she believes this is a very fair solution. Dan S[redacted]General ManagerAshley HomeStoreCheyenne, WY

[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.  Re. Case ID [redacted]. The Ashley Furniture Industries replaced the defective sectionals with the new set on 8/4/2017 around 3.30PM. The new set is working good and no scratches or blade cuts. I wish they had told us the truth about the sectionals being made from bonded leather, not genuine leather in the first place.  I am unhappy about that and we do not wish to spend more time to search for a unit that we like for now. Always telling the truth about the product makes the customers trust the manufacturers. I highly appreciate the Revdex.com for helping smooth transaction between the sellers and buyers, and keeping track of the ethical standards.Thank you very much.
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by mattress and communication experience.As each person’s sense of comfort is unique, Ashley Furniture HomeStore does not warranty or guarantee the comfort and firmness of any mattress sold.  Some manufactures have specific...

comfort guarantees; these programs are limited to the first 90-120 nights. Specific terms very based on which mattress is purchased.  We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a material manufacturing defect that has not been soiled or stained in anyway.  Material manufacturing defects are definedspecifically by the mattress manufacture and are not subject to our negotiation.  Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written.We are working with our customer. On pervious inspects by U.S. Quality Furniture Services the mattress was not found to contain defects under the warranty terms.  On 1/7/15 a representative from U.S. Quality Furniture Services inspected our customer's mattress.  The mattress was found to be defective under Warranty Code O provided by Simmons.  We are assisting our customer with the execution of the warranty terms for replacement.  Thank you for bringing this matter to our attention.Sincerely,[redacted]

[redacted]