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.
I went to Ashley's this weekend. One worker immediately told me I can get 30% due to discounts for the Holiday. I said ok. I was offered 50% via Revdex.com- however, the prices of the furniture have significantly increased over the past few years. I urge you to please consider 70% off, as I am ** years old and my only income is my social security. Anything I sat on comfortable, I could not afford with the 50%. Please reconsider as I am out of options and very limited financially.
Regards,
[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]attached please see the billing statements which show dates and balances.  The initial statement dated 2/28/15 indicates 1,414.59 balance and the 2nd statement dated 3/30/16 indicates 1999.99 balance.  I immediately called the store and ended up speaking to [redacted] (who is neither a manager or works in finance), who explained to me the reason for the balance difference was because 1 item (the rocker recliner) was not delivered with all the other items (the set), it was delivered at a later time and therefore the rocker recliner wasn't charged.  I explained to her I did not receive ANY items separate. The only item I received separate was the replacement part for the defective furniture which wasn't ordered until I called to complain about the delay and found out the part was never ordered at which time the store manager placed the order even though I clearly stated to the manager and the person placing the order DO NOT order the part, I don't want the defective furniture, but they went ahead and placed the order anyway.  When I received the part I called the store and spoke to the manager and let her know someone needs to come pick up the part from my home as I have no need for it. She stated she would send a delivery person to pick up the item otherwise I would be charged for it.  The item is still in my possession waiting for someone to pick it up.  Ive called to speak to the manager twice but was told she is on a two week vacation.  I also called to speak to her about the discrepancy in billing but since she was not available another manager called (one of several I've spoken to) who said he would further investigate the matter and call me back.  I've yet to receive a call from any manager, hence the reason for me complaining about Ashley Furniture. It's just been one issue after another and it's beyond ridiculous.  The no return policy Ashley Furniture adheres to is unfair.  Even though there has been an array of mistakes the manager at Ashley Furniture stated she has accommodated me and my complaints more than enough.  I'm beyond frustrated with the whole situation and the premise on behalf of the managers at Ashley Furniture that they are doing me a favor.

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.   These concerns...

provided by [redacted] have been forwarded to the retail location’s management for review.  We will update the complaint again once the management team has a chance to contact the customer.   Regards, Ashley Furniture Industries, Inc. Corporate Office AB

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding {customer name} 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.   I am requesting...

additional information for this customer.  According to the address and phone #.  I found this customer name as Jan N[redacted] at [redacted] Ave, Victorville, CA 92395.  Phone #’s 7[redacted].  Please verify that Julie G[redacted] L[redacted] is the same customer.   According to the notes Jan was assisted on 12/21/2016 with exchanges for Item 5780281 2 Seat Reclining Sofa and Item T133-13 Occasional Table Set through her Guardsman Protection Claim.  We are also showing that a tech has been scheduled to repair the occasional table set because it is wobbly.  Looks like it has been scheduled for today 2/7/2017.   Please advise if we do in fact have the correct customer.  It looks like the customer has received exchanges for the two items.  What else is she asking from us?       Regards, Ashley Furniture Industries, Inc. Corporate Office SC

The customer purchased the items out of a catalog, both pictures of both colors were in the catalog, they were right next to each other, the only 2 colors this series comes in are a cream and chocolate color. The customer saw both colors and chose to go with the lighter color. Once the product got...

into the customers home, they did not like the color, had second thoughts and wanted to exchange. The customer purchased the closest color to white, and he now wants to steer from white and go to a darker color?
At the time of sale the customer was made aware that all sales are final, there are no cancellations, no exchanges and no refunds. We can not exchange a piece just because the customer has second thoughts and does not like the light color in his home.
The customer received what the customer purchased, we can not take the items back because the customer does not like the color now that it is in his home.

We have contacted our customer and agreed to a resolution.

Thank you for the update on [redacted]’s complaint.  We reviewed the technician’s report from when he was out there to repair the items.  His report clearly states that the cushion cores are breaking down and that there is nothing wrong with the springs in fact it is the frame.  Our frames have a limited lifetime warranty on them so we would need to schedule the technician to go back out to finish the repairs of the frame.  Our cushions are only covered under a one year manufacturing warranty which in [redacted]’s case expired on 4/4/2016.  We are offering courtesy cores to be sent out and a tech to finish the repairs of the frame.  There would not be anything done with the springs as again per the tech’s report there is nothing wrong with the springs of the units. As for the 5 year protection plan Ms. [redacted] purchased, it actually only covers accidental incidents.  The information for this protection plan should have been given to Ms. [redacted] at the time of her sale.  I have included a copy of the protection plan terms and conditions which also states what is covered and how to file a claim.  It also lists what is not covered under that protection plan.  At this we are offering the courtesy parts (cores) to be sent out and once received a courtesy tech to install those cores for Ms. [redacted] and finish the repairs of the frame.  [redacted] can contact our customer service department to schedule that appointment at ###-###-####. 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 [redacted]’s complaint,...

we have reached out to the stores upper management.  Upper management has been in contact with [redacted] and has advised that the items will be picked up and once items are picked up the refund will be processed. Items had been picked up on 9/20/16.  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 mechs that were ordered were the wrong ones.  Our tech department has reached out to our parts department to get the correct parts ordered.  Once the [redacted] receives the correct mechs we will get out tech out there to install them.  We apologize for any inconveniences we have caused and would like to offer a $200.00 gift card to Ashley Furniture Industries, Inc. We invite [redacted] to contact our customer service department if wanting to accept the gift cards. 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 review of...

Mr. [redacted]’s claim, we have reached out to management at our Corporate Office. They have advised, that Mr. [redacted]’s loveseat is out of our 1 year Manufacture warranty. The loveseat was purchased in September of 2012. As a courtesy, we are offering a reselection of 30 percent of the cost of the loveseat. This can be used towards new purchase at the retail store location where Mr. [redacted] bought his furniture. With the time that the loveseat has been out of warranty, Ashley Furniture feels that this is more than fair.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Hello,The consumer called the Roanoke store requesting a part be ordered and shipped to his home in [redacted]. The address given was not showing as valid ship to address in the parts order menu which is verified by the USPS. The customer service representative asked the consumer if he had...

a different address he could use. We were given that of his parents in [redacted]. The part shipped within 6 days of the order being placed by the USPS and shipped to the [redacted] address we were given. Parts are not considered to be a part of a normal retail transaction. There is zero revenue in placing a part order. The consumer pays exactly what a retailer would pay for the exact same item. Shipping fees are also applied as they are shipped from a factory somewhere in the U.S. Our retail stores never lay hands on these items. It goes from the part department to the consumer. We can provide invoices of proof of shipping and the fees for the part and the handling if necessary. We are not trying to difficult but when we are charged for an item and give the customer who asked for the part initially the same fee and can provide proof of the fee and the shipping to the home of the address given there is not much past that point we are able to give.  Any further questions please let us know. Thank you.

Thank you for passing along this guest's issue.  Since submitting the original notification to the Revdex.com the guest's complete order has been delivered.  There was one piece of the order that was held out until the end of May but it has since been delivered.  At this time we show no additional open orders and believe this guest's needs have been meet.  Please let us know if there is anything else that needs to be addressed.Thank You,[redacted]
Director of Stores and OperationsAshley Furniture Homestores

The customer purchased items that were floor models, they were aware of the condition the items were in at the time of purchase and were told that all floor models were being sold as is, they had an opportunity at that point to either decline the purchase or move forward, they chose to move forward...

and signed that they understood the terms and conditions of their purchase.

[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]

We have contacted our customer and agreed to a resolution with our customer.

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Robert K[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. Our records indicate at this time...

that all of Ms. K[redacted]’s items have been delivered.  We do apologize for any delays.  Per our Sales Order Terms and Conditions that the K[redacted]’s had to acknowledge at the time of purchase, it does indicate that delays may occur.  Again, we apologize for the delays. Regards, Ashley Furniture Industries, Inc. Corporate Office AB

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] The terms and conditions were voided when I was given a "courtesy" exchange when [redacted] asked the salesman if he disclosed that it took 6 weeks to break the 1rst bed in.  Who reads the back of all the paper work upon a purchase?  Also, what kind of company sends a tech to see if a mattress is in proper shape.  Does he sleep on it, does he suffer the pain from sleeping on it, does he have anything to lose but his job, if he does not go along with their protocol.  I thought the customer was the one who they cared about. Again, all mattress companies and department stores give a minimum of 60 days to return or exchange a mattress and box spring.  so, naturally I thought this store was like all the others.  They have an obligation to disclose they do not offer any kind of returns or exchanges upon purchase of beds.  And again, that was made null and void when I was given that "courtesy" exchange because of non disclosure. And again the box spring lining is falling off and that started in less than a month.

Date: 1/13/
Revdex.com
Complaint Department
Complaint ID: [redacted]
Thank you again for your response regarding your
complaintI do apologize for what you feel your salesperson had promised you
Again, we would not be able to give a credit for the furniture due to you not being
fully satisfied with the materialAs I had stated before all materials used on
the units are listed on the stickers that are located on all furniture Ashley
Furniture makesI do suggest you look at the tag located on the bottom of the
footrest of the unit explaining this unit is not 100% leather
Sincerely,
Ashley Furniture
Corporate Office
**

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Mr. [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. Looking further into the Mr. [redacted]s...

information he was offered $1100.00 of instore credit for the items in question. They are waiting for a response back from Mr. [redacted] at this time. Regards, Ashley Furniture Industries, Inc. Corporate Office LB

THIS MATTER HAS BEEN RESOLVED THANK YOU