Ashley Furniture Homestore

Date: 12/9/
Revdex.com
Complaint Department
Arbitration Administrator
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 the customers claim we have found more
details with the customer's order and why they did not receive a gift cardAt
the time the customer purchase the Ashley Furniture store was offering a
promotion of 15% off store wide plus a [redacted] gift card on purchase of more
than $This promotion could not be combined with any other sales or
promotionsWhen the customer purchased they were getting a 40% discount on
their furnitureDue to the large discount the customer was already receiving
the gift card was no longer an optionThe customers sales person offered them
the 15% discount with the gift card in exchange for the 40% discount the
customer was receivingThe customer was well aware that if they chose the 40%
discount the [redacted] card was not an option and chose to receive the 40%
discount instead
I do apologize for the behavior of [redacted]s at that
location and that they were not more clear on the situation but at this time
the customer would not be eligible for the gift card
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR# [redacted])
Sincerely,
Ashley Furniture
Industries, Inc
Corporate Office
**

[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 as long as they fix the damage Then I will find that this resolution is satisfactory to me. If they do not fix it Then I will not be satisfied with this response. All I want is all 3 individual pieces damaged in the same spot Fixed that's all. Once that's done I am 100% satisfied.  
Regards,
[redacted]

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the issues with the frame.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. These warranty terms are publicly...

available through the manufacture's website and can be provided on request. In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.Our customer received delivery on 2/14/15, and our customer service department was made aware of the issue on 2/23/15. The frames are covered by a limited life time warranty and a craftsman has restored the damaged sectional.  We appreciate our customer’s feedback about the craftsman services and the concern that the services will degrade the longevity of the product.  While we do not agree the longevity will be effected, given how little time our customer has had the merchandise and his satisfaction, we are willing to provide an exchange at no additional cost of the damaged items. This is conditional, provided that they are clean and have no additional damages at the time of pickup.  We are in the process of contacting our customer to discuss further but have been unable to reach our customer over the last few days, we will continue our efforts to reach our customer to resolve this.  We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.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.] I dispute the amount that Ashley says they are refunding--$754.98 is incorrect.  The amount that was charged to my Synchrony card is $854.99.  It shows o page 1 of the sales order (110760810).  That is the amount I request to be refunded o my Synchrony account.  Once again, I feel like this store's management is incompetent.  I will not stop in pursuing the full refund. My sincere thanks to Revdex.com for mediating this, as I was unable to get anything done thru this store  
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.   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

We have contacted our customers on 7/25/14 to acknowledge the...

feedback they shared, and we appreciate hearing about our customers experience. We have apologized for the poor experience reported. We are very concerned about our customer experiences and our supply chain to provide merchandise. Our organization is genuinely concerned, and we do care a great deal. We hope this addressed our customers request, however if we have miss understood, or if our customer has another specific request please let us know, we would be glad to discuss further.

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 retail location for further assistance. Our retail locations management has informed us that they have offered Mr. [redacted] an even exchange of the furniture in question. Management has attempted to reach out multiple times to set up a date to look after the issue and they have been unable to contact Mr. [redacted].   We apologize for any inconveniences caused in regards to this issue and ask Mr. [redacted] to reach out to our retail location at 707-864-3537 or to the retail locations Manager, [redacted] at 608-863-3341.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Complaint: [redacted]I am rejecting this response because: case closed Sincerely,[redacted]

A refund check in the amount of $417.13 has already been issued and sent out to the customer, by this time he has probably already received his refund.
We issued the check, we can not control the mail and where it goes or how long it takes to get to someone, but we did indeed issue the refund.

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 saw the latest communication from Ashley around sending the back of the chair. Can you request they call me at ###-###-#### to have a service person come and install it?
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]

In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 1/04/2014 by [redacted] Unfortunately our original offer to issue Mrs. [redacted] 40% a new living room is our only option. I have forwarded the photos sent by the third party warranty company, who also denied the claim.  The claim was denied based on cumulative damaged not a onetime occurrence and excessive wear and tear. If she chooses the option of 40% off certificate she just needs to call our customer care department and we will send it to her in writing. Our company strives to serve all our customers with the best 5 star customer service and the best quality products in accordance with all policies mutually agreed upon at point of sale. We value Mrs. [redacted]’s business; this customer has been assisted to the best of our ability. If we can be of any further assistance, please do not hesitate to call. Kindest regards, Corporate Customer Support Center

Thank you for contacting Ashley Furniture Industries Inc. We appreciate that you have notified us regarding Ken [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 reviewing Mr. [redacted]’s...

situation, reached out to our Ecommerce Department for further assistance. Along with Ecommerce and Morris Furniture Company (who is delivering Mr. [redacted]’s furniture) we have found that the damaged footboard was scheduled to be replaced on 12/06/17. We sincerely apologize that we were not able to get you the product any sooner than this date. We will also be processing a discount of $50 for the inconvenience.     Please feel free to reach out to our Ecommerce Customer Care Department at ###-###-#### with any further questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office AW

Complaint: [redacted]
I am rejecting this response because:It was not the product availability that was the problem and I understand that many issues arise when running a company, but to create a contract and make me uphold my part of it to the very end when Ashley furniture never once followed their own contract that "they" created is absolutely absurd. The last conversation I had with a customer service representative was a very disturbing one; [redacted] was who I spoke with. In my words, "why do you expect me to follow a contract that you guys have not followed once?" Her response was "see it how you wanna see it." At that point I started to record the conversation, which I made sure to re-established everything from the beginning of this mess to be true and correct. So your company (Ashley furniture) asking me to try and resolve this directly with you, will not happen. Until you guys figure out that was you did was so irrevocably wrong and try to satisfy a customer who paid a great deal of monies, spent 3 days at home (missing work), the mental strain and anxiety of what you guys did, I do not trust that you will ever fix the issue unless a third part is involved.
Regards,
[redacted]

The store manager has contacted the customer and offered to refund the delivery fee.  Per the store manager the customer is satisfied, and they will be processing the refund. We invite the customer to contact the local retail store with any questions or concerns.   Regards, Ashley Furniture Industries, Inc. Corporate Office **

Thank you for the update on Yamina P[redacted]’s complaint.  We have once again reached out to upper management at the warehouse and store.  Our upper management has reached out to Yamina and has advised they will monitor the sale until it is delivered.  Our management will also be in constant communication with Yamina until the product is delivered.  Currently the delivery is scheduled for 10/1/16.  We will receive another update after 10/1/16 to advise of delivery. Regards, Ashley Furniture Industries, Inc. Corporate Office KC

In review the issue was related to a manufacturer's defect and not an accident.  The accidental damage warranty often picks up where the manufacturer does not.  Customer service has ordered the replacement parts from the manufacturer.  If you need further assistance please email...

[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 further review, we have...

reached out to the retail store location in regards to Mr. [redacted]’ claim. They have advised the complete item was delivered on 9/29/17. We currently have a technician scheduled for 10/5/17 to repair a tear and loose material on the item. Regards, Ashley Furniture Industries, Inc.Corporate OfficeWH

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 am NOT satisfied at all with Ashley Furniture.  I did respond to you Friday September 16, 2016 with a message informing you that I did NOT get my money back, a replacement chair, or the broken chair fixed.  I informed you that they had picked up their chair and did not do anything else.  I did receive a partial refund a noted in previous correspondence.   Please be advised that I was waiting to see if a refund was being processed and being patient with all parties involved to see if it was going to appear on my credit card statement.  If needs be, I will open another complaint with the Revdex.com informing you of this matter.  I do not have merchandise that I paid for or my money; Ashley Furniture has it all.  That is not fair to either party.  I want my money back.  Please email me back that this email has been received.  I have attached a screenshot of the email from Revdex.com as well as the email that was sent this past Friday.  I am going under the assumption that you were out of the office on Friday after I had sent my response to you.  Please fix this error.Thanks,[redacted]###-###-####
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.
While this was a real simple and straight forward case of cancellation of goods/services, the business should have issued a full refund and cancelled the future charge authorisations without even have to remind it. Obviously, the business did not do that, did not heed to the customer reach outs and only after Revdex.com complaint and almost two months later it issued a refund that will (hopefully!) be reflected in next billing cycle. Highly deplorable and unfair business practice. By the way where is the apology for wasting my time and energy? Many thanks to Revdex.com for your sincere attempts in making the business talk. 
Regards,
[redacted]