Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the inconvenience of our customer not having their furniture in time for Thanksgiving.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 unpredictable logistical short falls that impact merchandise availability.  We have gone to great lengths developing the best “just in time” ordering systems possible. These systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup thatcan be provided.  It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control.  As a gesture of good will, we have compensated our customer and apologized for her inconvenience.  Thank you for bringing this to our attention.Sincerely,[redacted]Office of the President

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.
Today I had received a message saying my complaint had been closed. As per Ashly Furniture, they did not send out a technician until 03/11/14 late afternoon. The technician took off the feet, took pictures of the floor and put feet into the posts as they should have been from the beginning. When the technician took the mattresses off the bed, we were able to see that there were actually 3 middle support posts; the two that did not have feet that I initially complained about that had metal rods gouging into the floor, and the third which I had not been able to see before had a foot, and left no damage. So, to me it is obvious now that two of the three feet were installed incorrectly by their "professional installers". The technician that came said they have been having a lot of difficulty with a third party company they hire so they can keep up with installations from their sales, and that it was this third party that installed it wrong. I don't see how this is my problem. Please find attached pictures of damage to my hardwood floors. Please do not close this complaint. I thought I had 10 days from when they actually did something to correct their mistake to respond.Please advise what I can/ need to do. Do I need to start a new complaint?Thanks, and best 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.   Upon review of Ms. [redacted] claim, we have reached out to our Warehouse management team. They have advised that the wedge & armless chair was sent back with the drive team day on 7/29/17. A new delivery has been scheduled for 8/12/17. We have advised to the management at the warehouse that these pieces need to be fully inspected prior to putting the pieces on the truck. Ashley Furniture will be contacting Ms. [redacted] on 8/10 to provide her with a 4-hour window time frame for her delivery.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

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 our online sales management team. They have advised they spoke to Mr. [redacted] today 1/31, and a refund has been processed for the box spring. Additionally, Mr. [redacted]s has been given also a refund of $100.00 to his credit card for the inconvenience.   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.
I don't feel comfortable closing the case until I see the refund- I know when I was in contact with the store they were not helpful at all.  Can you send me proof that my account was credited?  That would be greatly appreciated.  Then I will know my account will be credited. 
Regards,
[redacted]

On Mon, 15 Feb at 10:35 AM , [redacted] <[redacted]> wrote:Hi, I have a bit of a resolution: I received a call from Linda, a manager at the Ashley [redacted] Store who advised that they had two rugs in the pattern I ordered the second time. She advised me to come in and...

speak with the [redacted].I asked a friend who was available to take me. I met [redacted], he led me to the two rugs and left me and my friend to talk. First it was the pattern I had ordered but the price and size were significantly larger than the second rug I ordered. There was no way that my friend could transport the rug let alone carry it (I walk with a cane so I could not help. My friend is handicapped so his ability to carry is limited). I knew over several discussions that they do not deliver in-store items and that if I wanted to get a rug from them I'd need to take it right then. We looked around at the different store models, alone without any assistance from the manager or the original salesman I just loved in the beginning. It was as if I had done something offensive to them, but I found one I was okay with and that was transportable. All in all the problem is resolved but if I ever need anything else it would not be with them. Thanks because I know that if you hadn't forwarded my complaint I wouldn't have had any contact from the store. Your help was really appreciated. Sent from my iPhone

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 our upper management at our retail store location. They have advised they have reached out to Mr. [redacted]. They have offered a reselection of the bed that he has purchased. We invite Mr. [redacted] to contact our retail store if he would like to accept this offer.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

We apologize for the delay, accounting has verified that the store did process the credit correctly and they are behind on issuing it to your account.Please allow 48 hours for processing.  I am sure you could call the financing company on Monday and they would be able to see the credit.Again,...

sorry for the inconvenience.

Company's response below:Ms. [redacted] we apologize for the confusion, because the purchase was made over a year ago we would need pictures to know how to appropriately process the claim.  We don’t have a technician on staff and use third parties to manage issues for us.  We attempt to...

determine if the issue is customer damage or a manufacturer’s defect so the correct company attempts to resolve the issue for you.  We understand through our customer service department that you were going to have your [redacted] take pictures for you and when he completes this please forward to [redacted] or if pictures are printed they can be dropped off at one of our showrooms and they will mail them to the corporate office for you.  Thank you.

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 Ms. [redacted] to send photographs of the damaged items via email or text message. Ashley Furniture received the photographs and reviewed them with management. As a conclusion, the damage is caused by customer use, and the items are no longer under the 1 year manufacture warranty.  Ms. [redacted] also received an exchange on the two-drawer night stand on 10/13/2016, which was out of the 1 year manufacture warranty. She has received an in-store credit for the chest in the amount of $300.00 to keep the item on 8/2/15.  Ashely Furniture has assisted this customer outside the manufacture warranty as a courtesy for these concerns. At this time we are unable to provide further assistance regarding these items. We invite Ms. [redacted] to contact Ashley Furniture with any questions or concerns at 1-800-240-3440. 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 received the below message from the Wisconsin Revdex.com regarding Complaint #[redacted]. This matter is unresolved and I deeply apologize for not following up during these busy holidays.My mother [redacted] and I have both been in ongoing conversations with Ashley's representatives and it seems we never hear from the same one twice; Katie on 12/5, Julie on 12/14, "supervisor" John on 12/18, and an unnamed salesperson on 12/24. When we do talk to Ashley representatives, we hear different stories. One tells us we need to send the furniture back to receive store credit, while another tells us we don't. We'd rather speak with a supervisor/manager with some authority. The last person they gave us was a regular salesperson who refused to put us in touch with the supervisor at all, and told us we had no case because we didn't record anything!What's true is that Ashley representatives misrepresented the "leather" in their furniture as being real and durable, and never gave us documentation explaining the terms of their "Extended Leather Warranty." The "leather" is falling apart and none of the solutions Ashley has attempted thus far are satisfactory. They've been insisting on store credit, yet with the way they have been treating us, the last thing I'd want to do is purchase more furniture at their stores.
Regards,
[redacted]

We do apologize for the delay of the repair of the customers table, we have sent paperwork over to our service technician and the customer will be receiving a call to set up a date for service on the table in his home.

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...

thoroughly reviewing the customer’s complaint we found that the customer had received delivery of their items on 2/08/2016 and contacted their local Ashley Furniture Home Store where they purchased the furniture from on 4/22/16.  They reported the issue with the items to the store and a technician was scheduled to go out for inspection.  The technician reported that both items are up to manufacturing standards, there are no defects with the items.  The issue reported is normal and from use.  At that time a message was left for the customer advising no defect however we could order some fill for the items, and to call back to have that ordered.  We received no call back until 6/2/16 and that call was from customer’s son. He advised that his parents were not happy with the furniture.  The customer’s son called in again on 6/8/16 and requested a supervisor immediately.  He was transferred to a supervisor, which he advised that he thinks his parents should get a refund of the items.  It was explained to him per our tech report the items were up to manufacturing specifications, but due to them being unhappy with the items the supervisor offered an even exchange of the items.  Mr. and Mrs. [redacted]’s son turned down the offer for exchange and advised that his parents only want a refund.   The customer’s son was advised to contact the local Ashley Furniture Home Store that his parents purchased from.  We will not be able to offer a refund of money, however we will still honor the offer to exchange the 2 items (sofa and love seat).  We invite Mr. and Mrs. [redacted] to contact our customer service department at ###-###-#### to have the exchange processed. 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 our retail store location management. They have spoken to Mr. [redacted] & Mr. [redacted], and agreed to have the table exchanged. The table is scheduled to be delivered on 5/18.   Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding Larry [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 reached out to the retail store location. They have offered a comfort warranty for 30 days. After the 30 days, they will be giving Mr. [redacted] a different mattress. We apologize for the inconvenience and hope this is a resolution for Mr. [redacted]’s claim. If Mr. [redacted] has any questions or concerns, we invite Mr. [redacted] to contact the retail store location at ###-###-####. Regards, Ashley Furniture Industries, Inc.Corporate OfficeW*

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 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 Mr. [redacted]’s...

complaint, we have reviewed his purchase history.  He did in fact purchase a protection plan.  The protection plan is not a warranty it is for accidental incidents. Mr. [redacted] purchased the wood protection plan and the fabric protection plan.  There are specific guidelines/policies for the protection plan that need to be followed.  When Mr. [redacted] called Ashley Furniture Industries, Inc.  He reported scratches on the table top.  When asked what happened he said he wasn’t sure and that the scratches had been there since the end of last year.  This was on 4/26/2016.  At that time he was advised that the protection plan he has covers scratches but only when they are from a single incident and that they need to be reported within 5 days of it happening. Being these had been there from the end of last year and he didn’t know what caused them the protection plan would not cover these damages.  He did state to the agent he was speaking with that he was told everything would be covered.  The agent then offered to send him a copy of the protection plan policy which he refused and a request was sent out to the store he purchased from to have the store manager contact him. At this time we are following the terms of the protection plan that Mr. [redacted] purchased.  A copy of the terms and conditions have been sent out to Mr. [redacted].Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

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. Ashley Furniture picked up both items on March 22, 2017 in exchanged for a full refund to my credit card.  Refund has not yet been issued to my credit card.
Regards,
[redacted]

Revdex.com:This response is satisfactory and accepted if this business INDEED holds its end of the bargain by notifying the financing party, ([redacted]), of the revision and cancelled order. I would like some sort of documentation that this was resolved from Ashley's end and that we will no longer be held responsible for the items or affiliated "balances".   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) during the whole process, before I made the payment, I was not told at all, that all orders are final sale. 2) payment made in the late evening of 8/2, Sunday; delivery was scheduled for part on 8/12, part on 9/11.  I informed the store to cancel the order on 8/3. All the products on the order, are manufactured in their own Ashley factory. I don't see any reason that the store cannot cancel the order. that their factory already in manufacturing these products for my order.
Regards,
[redacted]