Ashley Furniture Homestore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11908834, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Their offer of a $75 Ashley Furniture gift card would have been reasonable, albeit barely, if one of the 2 Customer Service representatives I directly asked "to make things right with regard price consideration" had offered it.  Instead, one promised to call back and never did, and the second said there was nothing they could do.  If they actually empathized with the unreasonable inconvenience their business has caused this customer they wouldn't require I sit on hold again in order to collect anything.By the way, the ottoman was indeed delivered - dirty and damaged.  I fixed the damage myself (screwing on a loose bracket), and the technician scheduled to come clean it cancelled just before the arrival window (which we had someone waiting at our house to honor) and rescheduled for another day without committing to a new arrival window at the time.  At this point I'm finding it humorous how they miss at every opportunity.You can go ahead and close this case.  If they want me to "accept the business response" I'd like to see some amount of money credited back to the card I paid with without any further action on my part.
Regards,
Garrett S[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 a full review of Mr....

[redacted] concerns, we reached out to our customer care department for further assistance. We have approved an even exchange of the sofa. To accept this exchange, we are asking Mr. [redacted] to call into our customer care at 800-240-3440. Mr. [redacted] may reference Claim #[redacted] when he calls in. We apologize for any inconveniences caused in regards to this issue. Please feel free to reach out to our customer care department with any further questions and concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

This customer purchased at our Bear, De location 1174
Pulaski Highway Bear, De 19701, please update that address so it is not against
a store they did not purchase at.
 
This customer made a purchase of a bedroom set on 12/15/2013,at the time of...

purchase that customer was made aware that orders take anywhere from 3 to 6 weeks to arrive and once in we will call and schedule delivery.
On January 7th the customer was called and scheduled in for delivery on January 9th. On the date of delivery, as the delivery team was setting up the customers bedroom set it was then noticed
that the bed could not be complete without either a box spring or a Bunkie board. The sales associate sold the customer a platform style bed and he was under the impression that since it was a platform style bed it did not need a box under the mattress, which is not correct the bed was not a true platform bed. The customer put a call into our customer service department immediately and filled the rep in of the situation. The rep then spoke to the owner and they came up with a solution, that they could order the customer a Bunkie board, which serves as the same purpose of a boxspring  and instead of charging the customer full
price for the board ($100) the owner sold it to the customer at our cost of $50. We did not charge the customer for the item right away we made an agreement that once the item came in we would then
charge the customer for the board.
After we spoke to the customer, the same day the customer called into the Bear location( store the customer purchased from) and spoke to the manager, the manager apologized for any inconvenience and once off the phone with the customer the manager called into our customer service department to see if there was any way we could expedite the order and get it in quicker. Unfortunately the item was backordered and was going to take about 2 weeks to arrive.
Once the board arrived the customer was then charged for the piece and asked if she could come in and pick the item up, that way she would get the piece quicker, the customer refused to pick up the piece and demanded we deliver the item to her.  This was no issue on our end we were just trying to get the piece to the customer quicker.
Once in the area we delivered the board out to the customer, unfortunately the team grabbed the wrong board and delivered a queen size board instead of the full. The customer then called into management and expressed her feelings of the situation and management once again placed a phone call into customer service to see what we were going to do to correct the mistake. We informed both management and the customer that the wrong item was grabbed and we will get the correct piece to her the next day. The very next day ( January
30th) the correct board was delivered to the customer. The customer has the bedroom set set up and it is useable and has been useable since the day she sent in this dispute.
 
As for no contact from the sales associate or management, the sales associate has been in contact with this customer since the first date of delivery, he called the customer and expressed how sorry he was and that it was a misunderstanding and his mistake, the sales associate took full responsibility for the missing piece, and as stated before the manager has been in contact with the customer on quite a few occasions. No one has just left the customer out in the dark, the customer has received plenty of follow up calls from the sales associate customer service and management.  We understand a mistake was made and we understand the frustration of not being able to sleep on the bed that is in your home, but we have done everything we can to help the customer out, we did not charge the customer full price for the board, we took $50 off and charged the customer what our cost of the item is and we did another delivery to the customers home for free.
A full refund of the delivery fee can not be refunded, our delivery team went out to the customers home and assembled the bed, there was no issue with the bed itself, the delivery fee paid for our team to come to the home, deliver and assemble all furniture which was done, and as for the board, either a board or a boxspring were going to be needed for this bed regardless, since it was not ordered at the time of purchase and the customer was inconvenienced, the owner only charged the customer what we would pay for the item, he did not charge her full price as she would have been charged at time of purchase.

Initial Business Response /* (1000, 5, 2017/04/14) */
The customers credit was processed on 3/28/17 for [redacted] the receipts have been mailed. She was also advised by the stores office staff that she could verify this by calling her finance company or by stopping into the store and we will be happy...

to print a copy of the credit for her.

[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 (a refund as requested) is satisfactory to me. 
Regards,
 
[redacted]

We have contacted both the consumer and the finance company and are working out a resolution.

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 [redacted]’s complaint,...

we had reached out to upper management from the store he purchased from.  The store manager has advised that an exchange had been setup for the base due to it being defective.  As for the mattress the store manager offered a 90 day comfort guarantee which would allow for an exchange, but the customer has to sleep on the mattress for 30 days and then inform the store manager prior to the 90 90 days ended that they are still not happy with it. [redacted] can certainly contact the store he purchased from and speak to the store manager there if he has any other questions. 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.Upon receiving Ms. [redacted]’s...

complaint we reviewed her service request.  We have found that the part was ordered on 3/8/2016.  Our standard shipping time for parts is approximately 7 to 21 business days. Part shipments can take longer than that depending on the availability of the part. Currently the part is on back order and estimated to ship out the week of 4/4/16.  We have contacted our parts department and have asked them to put a rush on this part order.  Regards, Ashley Furniture Industries, Inc. Corporate office KC

Date: 5/16/16
Revdex.com Complaint Department
Complaint ID: [redacted]
Thank you for contacting Ashley Furniture Industries in regards to your complaint. We take these matters very seriously and regret to hear of your dissatisfaction.
Upon review of the customer’s complaint, Ashley Furniture’s...

Corporate Office received the refund request on 5/12/16. Refunds are processed by our finance department on Mondays and Wednesdays and checks are issued on Tuesdays and Thursdays. This customer’s check will be issued tomorrow and mailed out to the customer on Wednesday 5/18/16. We do apologize for the delay but this will be taken care of this week.
Please let me know if you have any questions or concerns.
(Reference Kingswere SR# 91191)
Regards,
Ashley Furniture Industries, Inc.
SL

Thank you for the update on customer's complaint.  We received confirmation that the delivery of the chairs took place on 3/21/16.  Customer accepted the delivery and all seems to be okay with the items.  The Ashley Furniture Home store has also issued the refund of money to customer. Regards,Ashley Furniture Industries, Inc.Corporate office**

Hello Revdex.com, Hope all is well, reached out to guest and unable to get in touch with guest.Guest had delivery of living room set delivered on 12-16-17, and reached out to us on 12-26-17, Joe our Guest services Lead called her back and left a message to return call to us. Our call center...

opened seven days a week  and our hours of operations are Monday -Friday 10 AM to 9 PM and on Sunday 11am to 7pm.  Resolution , all sales are final after 72 hours of purchased and we will not be able to take back, as we have delivered what guest ordered .  Thanks as always to bring to our attention.

We selected a piece of furniture that had a labeled price of $599. I asked the salesman if he could do something on the price and after speaking to someone said he could offer $140 off and free delivery. That sounded good to me so I said he had a deal; when he entered the purchase he said the item was $699; that it "must have been an old tag" on the piece. This didn't seem right to me. After some negotiating we ended up paying $560 + tax, so not close to $140 off as stated.
Then the real problem started. I asked when they could deliver and he said 11/7; someone would call early with a delivery window. On 11/7 we got a call at around 7:15 saying they would deliver between 10am-2pm. (It was supposed to be a 3 hr window, not 4, but not a big deal) So we waited around all day and nothing. I called at 3:15pm and they told us the item was not available at this time. Needless to say we wasted the day waiting so we canceled the transaction. They did not offer anything to make up for our lost time. Very disappointing.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] - Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mathisbrothers.com
There was a delay in getting the refund check processed. However, it was mailed out on 7/20.
I have apologized to...

Ms. [redacted] and made sure the check had been processed and mailed. I am also talking with the store on proper procedures.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 this complaint the warehouse has made multiple attempts to make contact with the customer to resolve the issue with the damage regarding the home. The warehouse has left multiple messages and has received no response back. The customer will need to contact the warehouse back to discuss a resolution.
 
With regards to the items delivered in the box we do show all items delivered to the customer with no issues.
 
Regards,
 
Ashley Furniture Industries Corporate
**

Hello Revdex.com, Good evening, in response to guest refusing our resolution offered, at this time we will not be able to offer any other resolution , guest need to open claim with the extended warranty plan, attached is an e-m response from the extended warranty company  [redacted] after guest had called in today and in my previous response that we will also reach out to the warranty company as well .Please see attached response from [redacted]. Thanks as always to bring to our attention .

Unfortunately, we do not do refunds.  We will give the consumer in store credit for the entire amount and waive the cancellation fee.  We do have the correct pieces on order and they are due in on or around the first week of October.  We are happy to get them delivered just as soon as...

it comes in.

At the time of sale, the customers order is gone over with them, we make sure that what we are ordering is what the customer did select and we also go over the policies to the sale. The policies to the sale include, our tentative time frame for delivery, the customer is quoted 2 to 4 weeks for...

arrival of product and once the product arrives, we then schedule them in for delivery, the customer is also told of our cancellation policy. The cancellation policy states, that if any changes need to be made to the order, they must be done within 24hours of the purchase, once the 24hours passes, there will be a 40% restock fee assessed if a cancellation occurs. The customer not only verbally agreed to the polices, but she also initialed next to each policy and signed stating she has read and agreed to the policies.When it came time for delivery, our delivery team tried to deliver the sofa and it would not fit through the door frame, by the sofa not fitting through the door frame, it caused a tear on the item, so this item was declined, the delivery team had not yet taken the loveseat out but the customer wanted to decline both pieces, because if she could not have both that day, she did not want either of them. 
Customer service was called, and our associate spoke to the customer, it was told that both items were being declined, the sofa was being declined due to not fitting and having a tear and the love seat was being declined because the customer did not want one with out the other, our customer service associate asked if they wanted to keep the loveseat, this way they at least have something to sit on, and it was told to her that if they could not have 1 item they did not want the other. Our customer service associate meant no disrespect, she was just curious if they at least wanted one of the two items so there was something to sit on.
After speaking to the customer, it was told that the sofa would just not fit and that she would like to just reselect, well as the customer was told at time of sale, that any cancellations made to the sale, needed to be made within 24hours of purchase, if not, there would be a 40% restocking fee. This cancellation is well after the 24 hour time frame so a 40% re stock fee would apply. After speaking with the customer, we made her aware that if she would like to reselect a new set, that we would reduce the 40% to a 20% restocking fee. The customer did not want to pay any fees and decided she would stick with her original order.
Since the sofa was damaged at time of her original delivery, a new one was ordered, once that sofa came in we called the customer and had her set up for re delivery on 2/27. On 2/27 our delivery team tried once again to fit the sofa into the customers home and it would not fit so again, the two items were declined and sent back to our warehouse.
On 2/28 the customer went in to the store where she made her original purchase, paid the 20% restock fee( the 20% restock fee is not actually extra money paid by the customer, this money is taken from what her credit would be for the two returned items, we take the 20% and 80% is given towards the credit of a new purchase) and reselected a new set she believed will fit in her home.
 
We are working with this customer, we did not make the customer keep the items that she originally selected for her home, that were damaged by trying to fit in her home, we re ordered her a brand new sofa and tried to deliver again, and once again, the product did not fit in her home ,so again, instead of leaving her stuck with the product, we allowed her to return the pieces, not for a 40% restock fee which should have been assessed, but instead for a 20% restocking fee.

[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 11797370, and find that this resolution is satisfactory to me.  According to the e-mail they sent which I just read on 11/14, they said someone would call me on 11/12 to set up pick up time for 11/13.  Per their usual, nobody called me.  I received a call yesterday, Sun 11/13 from the delivery guy saying he would be at my house in 20min.  I was not home, and had no notification they were coming so once again they need to reschedule. 
Regards,
Jamie B[redacted]

Just as the customer said, the mattress and box spring were delivered to her in plastic, sealed plastic, meaning the product that she received, was clean and brand new from the factory.
Customer called in to our location and stated that she has had the mattress and boxspring in her home...

since October of 2015, almost 1 year ago, and that she had kept the plastic on the boxspring and she had just noticed HOLES in the plastic covering over the box spring, and that she believed bed bugs were in the boxspring eating through the plastic and that she believed we delivered her a bug infested box spring. It was stated to the customer. that the box spring had come from the factory in sealed plastic, the mattress and box spring were brand new,clean and not contaminated with bed bugs, we even spoken with a technician who has been in the field for 20 plus years, and we were informed that bed bugs can not even chew through plastic, this was explained to the customer as well.The problem of bed bugs the customer is having, is not because of a brand new still in the sealed plastic,box spring, we delivered almost 1 year ago. 
There is nothing we can do for this customer, we have provided her with information on bed bugs, the manufacture has as well, and we recommended the customer get an exterminator, but there is nothing else that we can do for this issue that we did not cause.

We have ordered the consumer a replacement footboard.  We will contact them just as soon as it comes in to set up a time to swap it out.