Ashley Furniture Homestore

We have reordered there merchandise for the consumer and it has been delivered.

Good Evening,We truly apologize for the delay we experienced from our manufacturer when trying to deliver [redacted]'s furniture.  It is never our intention to disappoint our customers and we understand how disappointing it is when we are unable to deliver on the estimated delivery...

date.  Our ownership group has been made aware of the problems [redacted] encountered.  Steps are being taken to address the delays and the lack of communication [redacted] experienced.  Sincerely,Ashley Furniture HomeStore

Dear Revdex.com,Please convey our apologies for the inconvenience caused by our inability to retrieve the mattresses on the pervious deliveries.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 unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts.  We value our customer’s feedback and will thoroughly examine the described events.We will gladly retrieve the old mattresses and box springs for our customer. Thank you for bringing this matter to our attention.Sincerely, [redacted]

Complaint:[redacted]
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 reviewing Mr....

[redacted] claim, we have reached out to the retail store location. Per the store management, they have advised they will be meeting Mr. [redacted] at the West Covina store location on November 6, 2017 and will be personally assisting him with his re-selection. We apologize for the inconvenience, and hope that this solution is satisfactory in resolving Mr. [redacted] situation Regards, Ashley Furniture Industries, Inc.Corporate OfficeWH

The issues is still remaining about the bed and the damage to the foot board. I had called Ashley Furniture since 3/2/2015 3/9/2015 sent pictures of the foot board.  On March 15th I spoke with Mr . [redacted] in person at Ashley Furniture he stated he was working at the issue. He stated that the bed...

was discontinued but the foot board could be shipped to the warehouse. He stated someone from Ashley Furniture would be contacting me. I heard nothing from anyone. March 27th I called back to Ashley Furniture and spoke with [redacted]. She and I started to have a heated discussion about the situation. She stated that she could send a craft man to repair the damage. But that was all she could do. I then stated that because I didn't cause the damage I wasn't in agreement to pay full price for the bed. She stated she couldn't do anything for me.  She then asked do you want me to send a craft man out. I stated no, that I was not interested in this offer.  March 28th I called and spoke with [redacted] from acceptance finance.  I also explained the issue to her. Her offer was the repair of the foot board only. I explained that I wasn't paying full price for a product I didn't damage.  She then called later and stated that I would have to return both night stand and bed. I explained that I wanted to pay for the night stand. She stated I would have to repurchase another one. I then stated I thought the set was discontinued. How could they have another night Stand but no foot board. I explained that I didn't agree to this. Today [redacted] called and stated that the offer was $50.00 off my next purchase at Ashley Furniture.  Plus $50.00 off of my next payment.  I again stated that I was not agreement with this. I explained that I have been ignored and then told I would not get credit of my down payment. She then stated she would call me back. [redacted] called again and stated that the difference of the night stand was $146.61. She stated that they would pick up the bed Wednesday April 15th after 3pm. I agreed to pay the difference for the night stand. When I arrived I was told by another sales person that [redacted] went out of her way for me. I stated no she didn't and non end you have. I have been dealing with this issue with all of you since March 2nd. I am now going to have an incomplete bedroom set. I paid cash on dresser mirror and one night stand.  I put the bed and second night stand on fiance.  I am now going to have an incomplete bedroom set.  And as they have claimed the bed is discontinued. Which leaves me with being unable to purchase the exact same bed.

On the day of this customer delivery(3/19), one of our trucks broke down, this happened first thing in the morning, so we had to wait for another delivery tuck to come to them, off load all of the product for delivery and then load the other delivery truck. This of course took time and pushed our...

delivery team a good bit behind schedule. All delivery customers for that day were called and made aware of the situation and made aware that their deliveries would be made later than expected.
Our delivery coordinator and delivery team were on the phone with the customers keeping them updated throughout the day of where the drivers were. Some customers even cancelled delivery for that day and rescheduled and some customers kept their delivery because they did not mind waiting. As it got later on in the day our delivery coordinator put out a phone call to our customers and tried to get them to reschedule because it would be a later then usual delivery, this customer did not want to reschedule she wanted to keep her delivery for this day. We gave her numerous chances to reschedule and she did not want to. The driver did indeed call the customer late at night because as the customer was told you will be called atleast 30minutes before the driver reaches your home, the customer did not answer and instead of going to the customers home and disturing them, the driver returned the customers product to our warehouse and the very next day (3/20) our delivery coordinator got in contact with the customer and had her scheduled in for delivery on 3/21.
There is no delivery fee to be refunded to this customer, she was given the opportunity to cancel and she did not wish to do so. When the customer did not answer the phone call that night for delivery, her delivery
was skipped, items were returned to the warehouse and she was called the very next day(3/20) and rescheduled for delivery the following day (3/21)

Date: 3/17/
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 this complaint we
see that this complaint
was sent over to the Revdex.com on 4/25/Ashley Furniture didn't receive the
complaint until 3/12/On 2/20/the customer received an exchange of their
mattress and foundation prior to this all delivery issues the customer had in
were taken care of back then
Please feel free to contact me with any questions or
concerns
(Reference Stoneledge SR#397673)
Regards,
Ashley Furniture Industries, Inc

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]
 
 I am filing a lawsuit against Ashley furniture not the collection agency. For the last time I am asking for a copy of all my purchase and thereafter records and an address where Ashley Furniture will be served.  Best regards

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, we have reached out...

to the retail store, and they have made contacted with the Ms. [redacted]. The customer has agreed to have her tables exchanged. The new delivery is scheduled for March 24th.   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]. I would like this case remain open even though Ashley Furniture has been in contact with me but the problem hasnt been resolved as of July 14, 2014
Regards,
[redacted]

Thank you for the updates from Mrs. M[redacted].  Our retail location was able to make contact with Mrs. M[redacted] on 10/13/16 to obtain the credit card information used during the original transaction.  The refund has been processed.  It may take 1-2 bill cycles for the refund to appear on the credit card statement.  Ashley Furniture Industries, Inc. considers this issue resolved.  Should Mrs. M[redacted] have any further issues, we invite her to contact the retail location for assistance. Regards,Ashley Furniture Industries, Inc.Corporate Office AB

Matter has been resolved per consumers call to the Revdex.com.

Dear Revdex.com,Please convey our apologies for the wait our customer has had.We have recently acquired this store location and are more than happy to assist.  I have already contacted the warehouse and located the mechanism inside the shop.  We are more than happy to schedule a craftsman to come...

out and install the mechanism.  I tried to contact the customer today but as unsuccessful,  we will continue to try or our customer is more than welcome to contact us at [redacted].Thank you for bringing this to our attention.Sincerely,Cheryl McCoy

Thank you for the update on [redacted]’s complaint.   We have already placed the order for the parts and those were shipped out and received per the UPS tracking information provided previously.  Ashley Furniture Industries, Inc. does not offer an extended warranty on their products.  Her manufacture warranty will expire on October 17th, 2017.  There is no way to renew this warranty or extend it beyond that date.  If for some reason Ms. [redacted] does have problems again we ask that she contact our Customer Service department at ###-###-#### so that we can assist her with getting the situation resolved. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

Complaint:[redacted]
I am rejecting this response because: Ashley furniture can still not tell me a delivery date.
Regards,
[redacted]

I have contacted our customer to discuses resolution.

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. Thank you for your help in this situation. I did receive a call from...

Ashley Furniture stating that they have resolved the issue and it is only because of your help that they did so. It is unfortunate that this company was uncooperative with me until you stepped in, so I am definitely thankful that the Revdex.com is here to help the consumers. 
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...

Ms. [redacted]’s claim, we do have a technician scheduled for 8/26. Two days prior to this day Ms. [redacted] will receive a phone call from the technician with a time frame window for her appointment. Technician will be going to out to address the defect with the paint on the footboard, and look at her bed set. We see in her sales history that Ms. [redacted] bed size should be a full, due to that is the size of the rails that were ordered. Once we have the technician’s report from the appointment we will follow up with Ms. [redacted] to determine the next step to make sure she has the correct bed.   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.
Problem:It is so unfortunate and frustrating that I have to write to the Revdex.com again to still try to resolve this issue. My original complaint was filed on April 18 and the issue is still not completely resolved, even after almost 6 months. I am unable to find the complaint # of my last complaint and the link is no longer valid. I basically received damaged "new" furniture twice-- all have since been returned (on April 20, pictures available if needed).. The credit was supposed to be put back on the synchrony credit card, bringing the credit card balance to zero (the furniture was the only purchase made on that credit card). I found out in late June that there was still a balance and late fees. I contacted [redacted] Corporate and the store itself, as well as the credit card company (I have documented dates, times, contact person if necessary). My husband even went to the store. We were told at the store that it would be taken care of (because it was never processed in April- wow!- and the person who was supposed to process it no longer worked there- wow again- it should have been taken care of regardless!). He was also told we were responsible for the late fees though. I found this inappropriate because if they had taken care of the balance or the credit back in April, there would be no late fees. Eventually, Gino Ciccone, the manager on duty at the time agreed and said the late fees would be taken care of-- again bringing the credit card balance to zero. I called synchrony bank (the credit card company) and told them the situation and that they should speak to the store to confirm what I was telling them. Fast forward to today, September 10, I still have a "past due" balance of $397.56. I find this Ridiculous! I have to, again, play phone tag and get tossed around [redacted] Corporate, the actual homestore, and synchrony again?! I want this to be taken care of completely like it should have been taken care of back in April. The credit card should not have any balance. The past due balance is likely affecting my credit score- all because it was not taken care of appropriately. Please help me in resolving this issue.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Synchrony credit card balance needs to be zero. I am not responsible for the late fees because the furniture was returned in a timely manner and it was the company who did not process the refund in a timely, appropriate manner.
Regards,
[redacted]