Ashley Furniture Homestore

Hi Revdex.com Good morning! Hope all is well, just spoke with guest and apologized , however will not be able to refund or exchange mattress & box-spring for beg bug. We will not bee able to accommodate guest request .Thanks as always to bring our attention.

Hi Revdex.com Good evening! Hope all is well, just spoke with guest and advise her that we will order all material  needed free of charge , but if need labor will have to pay for the labor. guest is insisting of reselect a new set of living room, which we are unable to accommodate.

Customer was a pick up customer who examined all pieces at time of pick up, the only thing that was noted that was damaged, was one of the cushions, it came from the factory with a stain on it. We informed the customer at that time that we would get a new cushion sent directly to their home. The...

customer fully examined the rest of the product, top to bottom and did not notice any other damages/ issues with the product, at this time the customer signed for the product, it was then loaded on to the truck and the customer left.Once the customer has inspected the items and notes there are no damages, we do not know what happens to that product once they leave our location, they stated at time of pick up, that all items were being received in good and complete condition ( a side from the stained cushion) but then when they got home, they had issues with the product.
Once the customer got home and noticed issues with the product, they called in to our service department, we explained to the customer that since they were a pick up customer, they would have to bring the product back to our warehouse for any repairs ( this is told to the customer at time of purchase as well, they are made aware that if an issue is to arise, where they believe the product has a manufacture defect, the product would have to be brought back to the location it was picked up from). 
The issues the customer is having with the product, are not manufacture defects ( the cheese cloth on the bottom of the product is crooked, this part is facing down to the floor, this part is not seen by anyone, this is not a manufacture defect but a customer preference, they are also having issues with attaching the feet and are stating a board is now broken, which a board was not broken when the customer picked up at the warehouse, nothing was broken, so again, not a manufacture defect) but, we told the customer, if they would bring the product back to where they picked up, we have no problem fixing those issues for the customer.
The customer actually spoke to the owner on Friday 9/30/2016 and has agreed to bring the product back to our warehouse for our service technician to fix.

Dear Revdex.com,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. In accordance with the warranty terms we would normally make every appropriate effort to restore the furniture to show room quality condition. In this case, it took multiple attempts to correct the issue and subsequently the customer ended up re selecting.  As a gesture of good will, we have offered $200.00 compensation for all the inconvenience we have provided our customer.Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

Good afternoon,This consumers complaint due to the warranty expiration was turned over from us to Ashley Industries, whom we represent their furniture.  After review of all pictures sent to them and after speaking with quality control they determined the defects were due to consumers use, not...

of any defects.  We reported to the consumer what was reported to us from the factory themselves.  The customer does have a protection plan they can use that is warranted for stains and accidental damages.   We understand the consumers frustration but we can not replace everyone's furniture that is outside of a warranty period, especially by 7 months.  The issues they are having were determined by professionals that work for the world's largest furniture company to not be warranted or eligible for new merchandise.   They are experts that deal with these fabrics and materials daily.  The customer is correct in their statement that there is nothing further we are able to do for them.   If further information is needed please let us know. Thank you,[redacted]

I would like to clarify for the record that [redacted] initiated her purchase with us on 4/11/16. This sale was not placed 3/11/16 as she has previously stated.
Just like with all purchases made at Ashley Furniture Homestore, the ETA for ...

merchandise arrival is generally 1-4 weeks. If [redacted] took a chance to review the terms and conditions dictated on the back of her receipt, she would see that we go on to elaborate that furniture may take up to 8 weeks to arrive. If the furniture does not arrive within 8 weeks of the time of sale any customer is free to cancel without penalty (full refund). All customers also have 72 hours from time of purchase to cancel the order in it's entirety at no penalty! If a customer chooses to cancel their order for any reason (buyers remorse, extended wait time, furniture does not fit, etc.) AFTER that 72 hour window, they will be assessed a 20% restocking fee and refunded the remaining 80% of their initial payment. 
I spoke with Sean, our store manager, regarding the specifics of [redacted]'s. He states that the order was placed 4/11 and showed an ETA for 5/3 (this coming Tuesday).[redacted] originally elected to pickup the furniture at our warehouse and to forgo a formal white glove delivery ($89.99). Given [redacted]'s dismay, Sean went on to offer a free delivery @ no charge for this customers purchase. [redacted] deemed this gesture unacceptable and opted to cancel the order instead. As previously mentioned, such action results in a full refund minus a 20% restocking fee.
Thank you for taking the time to read this response
Jake F[redacted]
Operations Manager
Ashley Furniture Homestore

Yes, [redacted] has been in contact with me and I did get a partial refund.  However, my 93 year old father is still in his bed now for over a month's time.  I do not have a working chair, parts for the broken chair, or any knowledge of when this will get rectified.  They have made several promises for delivery and none of them have come to pass.  I NEED a working chair.  I was told by [redacted], the store manager in Palmdale, CA, that I would get a full refund if the chair was not delivered by 5pm on Sunday September 4, 2016.  I never got the chair.  I need my money back so I can go to a reputable company and buy a chair for my father. Sincerely,[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 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 retail location.  Per management the refund had been processed the day of the cancellation, and steps taken to verify it was processed correctly.  The Sale Manager from the retail location has followed up with customer regarding the refund.  At this time we invite Ms. [redacted] to contact her retail location if there are any further questions. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Dear Revdex.com,Please convey our apologies for the inconvenience our customer has experienced by not receiving her refund.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 arecommitted to isolating the problem and fixing it as promptly as possible. We have contacted our customer and processed the refund to Synchrony.  Refunds take seven to ten business days to be reflected on a customer’s account, if they receive their statement electronically.  They take one to two billing cycles to be reflected on the account, if they receive their statement in the mail. We have advised customer of this information and apologized for her experience here with us.Thank you for bringing this matter to our attention,Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:While I appreciate Mr. [redacted]'s expectation for customer service, this is not the customer service I experienced. At no time were we provided any literature nor was there posted signage regarding the 72 month financing, let alone the requirement of a protection plan and delivery.I'm also uncertain as to where Mr. [redacted] came up with $214. The price tag on the pillows stated $149.99. 2 pillows with tax comes to $321. This is a moot point as the [redacted], [redacted], contacted me stating they would be crediting me for the sales tax; therefore, the full amount of the pillows, including the sales tax was credited to my account.Regards,
[redacted]

We are attempting to reach our customer to confirm resolution.

Complaint: [redacted]
I am rejecting this response because: The statement made by [redacted] is not accurate. I purchased a brand-new bedroom set on February 26th of 2015. The following day I was contacted by Lee Dobbins stating that the set was discontinued after paying for a brand-new set the day before.  It was asked by myself to [redacted] if we couldn't come to an agreement for repair or discount. I would rather take a full refund of the entire purchase price I paid. Due to the fact that if returning the bed. I would be left with an incomplete bedroom set. 
[redacted] never responded to this question. After I declined her offer to take 60% off of the bed and NOT to repair the footboard taht was damaged by Ashley Furniture staff.  She then stated that the footboard could be repaired. But I would  pay full price for the bed. I declined both of her offers  as the problem at hand was being over looked. I had been contacting Ashley Furniture since 2/28/15 and here in April 22nd, 2015 she is offeringme what she feels is a deal. The purchase price for the bed is 1499.99 So I am unsure what she is referring to. Again, I purchased a brand-new bedroom set from Ashley Furniture. Then was given the floor model which was not brand new.  I am requesting a full refund of all of my money. And have no issue with returning the entire bedroom set. Ashley Furniture has done this to many people according to the reviews from the Revdex.com and other sutes. I refuse to allow them to treat me this way. The sales tactics by their staff is Shameful!  
Regards,
[redacted]

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding [redacted] N [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 the local retail location.  Ms. [redacted] was advised that we would be exchanging the item due to the two technician appointments that resulted in part orders.  The delivery of the exchange is currently set for 5/1/17.  Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Good Evening,
We are sorry to hear [redacted] is not happy with the financing agreement he has with [redacted].  We are unaware of any problems with the information they are providing to their customers. 
The contracts customers sign with[redacted] will show the payment amounts and...

financing terms.  If [redacted] did not sign the contract and was unaware of the terms, he can contact the[redacted] Regional Manager
and they will address his concerns.
Sincerely,
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.]
Regards,
[redacted] Well then send me the legs that were designed for the bed.   After all we were mislead about this bed and now we have problems using it with our adjustable bed.

Date: 4/10/15Revdex.comComplaint DepartmentThank you for your response to Ashley Furniture. Again, I apologize that you feel there was a lack of communication on Ashley Furnitures behalf. We will be standing my our original response and offering an even exchange of the 2 damaged items or parts and a technician.Regards,Ashley Furniture Industries, Inc.

[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 just received notice from the store that my exchange is complete. This matter has been settle to my SATISFACTION. Please update this file accordingly.
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 from Ms. [redacted].  After re-evaluating Ms. [redacted]’s concerns, we have resolved the issue of attaching the headboard to the adjustable base.  We do apologize however that we will not be able to fulfill her request to return the adjustable base for a refund.  Per the terms and conditions that Ms. [redacted] agreed to at the time of purchase, it states that we do not allow returns on items that have no damage or defects.  Our personnel have verified that the adjustable base is without damage and defects.    We feel we have made a good faith effort to resolve her issues all while working within the terms and conditions of the sale.    Regards, Ashley Furniture Industries, Inc. Corporate Office AB

[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]