Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concernsMs. [redacted] original delivery occurred on 06/13/2013. On 8/28/2015 Ms. [redacted] contacted our customer service department...

stating that there was a challenge with the material on her recliner. Although Ms. [redacted] manufacturer warranty had since expired our customer service department had request photographs of the challenges and serial numbers to attempt to receive assistance from our manufacturer with the claim. We received the requested information from Ms. [redacted] on 09/01/2015 and her claim was submitted to the manufacturer for review. On 09/03/2015 we received Ms. [redacted]’s correspondence from the Revdex.com regarding the challenge with her recliner. On 09/03/2015 Ms. [redacted] was contacted by our customer service management team and advised that we were working with the manufacturer on a resolution. On 09/04/15 a response was sent to our customer service management that the manufacturer would assist with the claim and the authorization for a replacement recliner was granted. The delivery of the replacement has been scheduled to be delivered to Ms. [redacted] on 09/09/2015 We regret Ms. [redacted]’s concerns with her purchase and she has been given the contact information for the customer service management team if she has any additional questions or concerns.

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] original delivery occurred on July 14, 2011.  On October 7, 2014, Mr....

[redacted] reported color fading on his sectional and requested a service appointment. Our Customer Service department requested that he send photos of his sectional to be reviewed by our Corporate Technician.

Mr. [redacted] photos were received and reviewed on October 11, 2014. It was determined that his sectional was fading due to a lack of maintenance and not because of a manufacturing defect. In an attempt to satisfy Mr. [redacted] concerns, he was contacted by our Corporate Customer Care department and authorized for a courtesy exchange on his sectional.

Mr. [redacted] sectional was delivered on October 25, 2014. At the time of delivery, Mr. [redacted] reported damages to nearly all of the pieces. He was contacted immediately and authorized for either a reselection or exchange on the furniture. Mr. [redacted] has chosen to have his sectional exchanged again. We will continue to follow up with him to confirm his delivery is a success and that he is satisfied with his furniture. Regards,[redacted]

Executive Assistant

Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns.

Mr. [redacted]’s original delivery occurred on July 7, 2012.  On December 30, 2013, Mr. [redacted]...

reported the electric motor on part of his sectional had stopped working. We explained that he was out of warranty at that point, but as a courtesy, we ordered replacement parts at no charge and Mr. [redacted] agreed to self-install.

On September 22, 2014, Mr. [redacted] contacted our Customer Service department and said that his motor had somehow caught fire and he needed a new one. He was advised that again, although his warranty had expired, we would order replacement parts at no charge and could be self-installed or if he preferred, he could pay a labor fee and one of our service technicians would come to his home and install the parts.

Regards,

[redacted]

Executive Assistant

Ashley Furniture Homestore

[redacted]

[redacted]

Thank you for contacting Southwestern Furniture of [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Mr. [redacted] original delivery occurred on July 2, 2014. On August 27, 2014, Mr. [redacted] contacted...

our Customer Service department and reported the sofa beginning to look worn and the cushions were flattening. On September 10, 2014, a service technician inspected the sofa and was not able to find a defect. He did offer to order replacement cushions. Mr. [redacted] requested to return the sofa and at this time was advised we could not authorize a return since the furniture had been in the home more than 3 days. Mr. [redacted] was later contacted by our Corporate Customer Care department and advised we would allow a return with full refund to amicably resolve the complaint. Mr. [redacted] sofa was picked up on September 18, 2014 and his refund is in process. Mr. [redacted] has been provided a contact name and number for any further concerns.   Regards,

[redacted]Executive AssistantAshley Furniture Homestore

August 15, 2016    

font-family: Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department [redacted]           

[redacted]   Re: [redacted] #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding [redacted]’s concerns.   [redacted]s original delivery occurred on 07/12/2016 and 07/19/2016. On 07/20/2016 [redacted] had contacted their local retail store location to report challenges with their recliner and occasional table set. A service technician was dispatched to [redacted] residence on 08/02/2016. Upon inspection of [redacted] merchandise it had been determined that there was uncorrectable damage to the back of their recliner and a replacement part was ordered. Our service technician had indicated that there were no defects present with their occasional table set.   On 08/09/2016 we received [redacted] correspondence from the Revdex.com. [redacted] was contacted by our customer service department on 08/09/2016 and had been advised that their replacement part had been received and a technician was scheduled to provide the installation and re-review their occasional table set as they were unsatisfied with the determination of the original technician.   On 08/11/2016 our service technician provided the installation of the replacement part to [redacted] recliner resolving that concern. Our service technician did re-review their occasional table set and did determine that there was a defect in one of the pieces and authorized a replacement. The replacement set has been scheduled to be delivered on 08/16/2016.   We regret the delays and damages on delivery with [redacted] purchase and he has the direct contact information for the Customer Service Management team should he have any challenges in the future. Regards,
  Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

Re: [redacted] #[redacted]  

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.

Ms. [redacted]’s original delivery occurred...

on August 28, 2014. Later on the day of her delivery, Ms. [redacted] reported that her loveseat collapsed. She contacted the store where she had purchased and they offered to bring a new loveseat and issue a $100 refund.

Ms. [redacted] had to have 3 more delivery attempts before she received undamaged furniture and also had to have the motor replaced by a technician on her most recent loveseat. The intervention of our Customer Service management team occurred much later than warranted and we sincerely regret the delay in this resolution.

Ms. [redacted] has been offered additional compensation and provided a contact name and number for any future concerns. We hope she is now able to enjoy her furniture and will accept our sincere apologies for this experience.

 

Regards,

[redacted]

Executive Assistant

Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] original delivery occurred on March 25, 2014. On September 29, 2014, Ms. [redacted]...

contacted our Customer Service department and said she believed her mattress was infested with bed bugs that originated from our warehouse. She was advised that we maintain rigorous inspection standards in each of our warehouses and have no infestations or other reports of infestations of any kind. We also advised Ms. [redacted] that because the merchandise had been in her home more than 6 months, we had no cause to believe we were the source of her bed bug issue. Ms. [redacted] was contacted by our Corporate Customer Care department. She indicated she had to dispose of her mattress and her box springs because of the bed bugs. We again stressed we cannot accept liability for her bed bug issue but want to offer an amicable resolution as she is a valued customer. Ms. [redacted] has been offered a replacement mattress as well as a discount on new box springs (which she did not previously purchase with us). Ms. [redacted] has been provided a contact name and number to ensure her new transaction is successful and she is satisfied. Regards,[redacted]Executive AssistantAshley Furniture Homestore

April

11, 2014

 

RevDex.com, Inc.

Dispute

Resolution Department

4428 North 12th Street        

Phoenix, AZ

85014

 

 

Re: [redacted]

[redacted] #[redacted]

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted]’s concerns.

 

Mr. [redacted]’s original delivery occurred on

March 19, 2014. On March 20, 2014, Mr. [redacted] contacted our Customer Service

department and reported his mattress was uncomfortable and he could feel the

coils. Mr. [redacted] asked to return the mattress but was advised there is not a

return policy on mattresses.

 

Mr. [redacted] is scheduled for a service

appointment for April 5, 2014 at which time our service technician will inspect

the mattress for defects. As per the Simmons warranty, a defect is considered a

body impression of 1.5” or greater. Mr. [redacted] has been provided a copy of the

Simmons warranty.

 

Mr. [redacted]’s service occurred on April 5,

2014. Our technician was not able to find a defect or measureable body

impression. Mr. [redacted] has since been contacted by our Corporate Customer Care

department and we have authorized him for a reselection on his mattress. Mr.

[redacted] will be returning to our store to choose a new mattress and has been

given a contact name and number for any further concerns.

 Regards,

Executive

Assistant

Ashley

Furniture Homestore

December 26, 2015 2015        

sans-serif;"> Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted]

* Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns Mr. [redacted] original purchase was made on 12/13/2015 in which at the point of purchase Mr. [redacted] had received a mattress protection pad that was taken home. When Mr. [redacted] had contacted our Draper, UT Homestore location to cancel his purchase the mattress pad was still in his possession. Mr. [redacted] returned the mattress pad to our Draper Homestore location on 12/23/15 and was at that point refunded for the remainder amount due. We regret the challenges that Mr. [redacted] encountered with their refund and has sincer been refunded in full. Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted] Glendale, AZ 85308

May 15, 2014

RevDex.com, Inc.

Dispute

Resolution Department

4428

North 12th

Street           

Phoenix,

AZ 85014

Re:

[redacted] #[redacted]  

Thank you for contacting Southwestern

Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that

you have notified us regarding Mr. [redacted] concerns.

Mr. [redacted] did use a

finance program when he purchased his furniture. Upon receiving notification

that Mr. [redacted] was not happy with the financing process and terms, he was contacted

by a member of management from the store where he purchased. The terms of his

finance contract have been explained and Mr. [redacted] has been invited to shop

with us again.

Our original response

remains unchanged and with the explanation provided to Mr. [redacted], the matter

has been considered closed.

Regards

 

Executive

Assistant

Ashley

Furniture Homestore

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not saying this is not going to resolve this matter but our meeting with them is June 6th at 2pm in their Mayo & Scottsdale Road Store.

This Store is not owned by Ashley it is a Franchise.

We have been trying to get this resolved sine December 2013 and they put us thru has been not only very frustrating , but inexcusable so I would like you to keep this open until this meeting to see if it gets resolved.

Regards,

Re: [redacted] #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted] concerns.Ms. [redacted] original purchase made on 02/15/2015 at our [redacted] Homestore...

location and picked up on 03/08/2015 Ms. [redacted] via our local distribution center. Ms. [redacted] stated that the merchandise received did not match what had been originally selected. We received Ms. [redacted] correspondence with the Revdex.com on 07/10/2015 and was contacted by our customer service management team. Upon speaking with Ms. [redacted] she has decided to keep the existing merchandise and has been compensated for the challenges.We regret the challenges that Ms. [redacted] has experienced and he has been provided with the contact information for our customer service management team to contact should she have any additional questions or concerns.   Regards,[redacted]Executive AssistantAshley Furniture Homestore

January 30, 2014 Revdex.com, Inc.Dispute Resolution Department[redacted]        

[redacted] Re: [redacted] #[redacted]  Thank you for contacting Southwestern Furniture of...

Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. [redacted]’s concerns. Mr. [redacted]’s original delivery occurred on July 28, 2008. On December 28, 2013, Mr. [redacted] reported a possible frame or spring issue with his loveseat. He was advised that because he was more than 1 year outside his delivery date, he would need to pay a labor fee.  Mr. [redacted] was also advised that the manufacturer’s warranty expires after 5 years from the date of delivery. Because Mr. [redacted]’s manufacturer warranty had already expired, he was advised the service would be done as a courtesy.  Mr. [redacted] was contacted by our Corporate Customer Care department on January 23, 2014 and explained the terms of the manufacturer’s warranty. Because the written terms of the warranty have been modified since Mr. [redacted]’s delivery date, we have offered to continue to service any frame or spring issues with his furniture with the appropriate labor fee.  Mr. [redacted] had service on January 25, 2014 and his loveseat was repaired up to manufacturer specifications. He has been given a contact name and number for any future issues.    Regards,  [redacted]Executive AssistantAshley Furniture Homestore[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

December 18, 2015 Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] Revdex.com complaint #[redacted] Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mrs. [redacted] concerns. We received Mrs. [redacted] correspondence from the Revdex.com on 12/2/15 stating that they were unhappy with the mattress that she had purchased on 9/11/15 and received on 11/26/15. We regret that Mrs [redacted] felt ignored and was not helped to her satisfaction when she was initially in the store to address her concerns with her mattress purchases.  Since receiving Mrs [redacted] concerns, our store manager Rick C[redacted] has reached out to Mrs [redacted] to further explain our no return policy on our mattresses.  Unfortunately a comfort concern does not fall under the manufacturer guidelines for replacing a mattress. Mr. C[redacted] has also said that he would be happy to work with  Mrs [redacted]  on pricing for her if she decided she wanted to make a new purchase on a different mattress set but unfortunately a return on her mattress set would not be granted at this time.  On 12/18/15 we received Mrs. [redacted] rebuttal from the Revdex.com that she remained unsatisfied with the company’s decision regarding the concerns with her mattress. Unfortunately the Ashley Furniture Homestores does not have a return policy for any mattress or bedding purchase which Mrs. [redacted] had signed in agreement with at the original point of purchase. Our decision as a company remains unchamged.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted] Glendale, AZ 85308

November 28, 2016
 
 

font-family: Arial, sans-serif;">Revdex.com, Inc.
Dispute Resolution Department
4428 North 12th Street           
Phoenix, AZ 85014
 
 
Re: [redacted] # 11794960
 
 
Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.
 
Ms. [redacted] received her delivery on 10/29/2016. On the day of her delivery she had contacted our customer service department stating that she felt that her merchandise looked used. We did advise Ms. [redacted] that we do not deal in used goods and had attempted to schedule an appointment for a service technician to review the piece(s) and correct any concerns with her purchase. Ms. [redacted] had posted a review on the Revdex.com’s site which we had received on 10/31/16 in which we had offered to replace Ms. [redacted]’s merchandise as a courtesy to appease the concerns.
 
On 11/06/16 Ms. [redacted] had sent back the delivery of the replacement merchandise as she felt it had similar challenges as the original merchandise delivered. We had contacted Ms. [redacted] post-delivery and she had stated that she was unhappy with the quality of the merchandise. We had offered Ms. [redacted] the option to select a different collection as a reselection which she had accepted. As of 11/28/2016 Ms. [redacted] has not made a selection and we will continue to monitor account until she does so.
 
We regret the challenges with Ms. [redacted]’s purchase and she has the direct contact information for our Customer Support team should for any additional questions or concerns.
 
 
 Regards,
 
Renee L[redacted]
Customer Service Director
Ashley Furniture Homestore
6910 W. Bell Road, Suite B
Glendale, AZ 85308
ll us why here...

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I read through most of the other Revdex.com complaints against Ashley Furniture and they all seem to be very similar to my situation. I spoke to two different people at the Ashley Furniture Corporate office and I asked them multiple times what they were going to do to prevent this from happening again to future customers. Not once did that question get answered. Overall, I feel like Ashley Furniture does not care about their customer service one bit. There are MANY gaps in their process that need to be resolved/fixed and no one seems to care to fix them as the same situation continues to happen.

I wasted more time on the issues than my couch is ever worth. I honestly feel that Ashley Furniture should be covering the entire cost of my couch but I was told that would never happen by [redacted] and [redacted] the Corporate Office. I was given a $100 store credit which is a complete waste as they will never be able to earn my business again and I did tell that to [redacted].

Regards,

[redacted]:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I consider this complaint resolved.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] has not returned my call regarding the return and/or exchange of my mattress.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When I purchased the furniture from Ashley, I was told that if I wanted to return or exchange my purchase (FOR ANY REASON), I had to notify customer service within 3 days. The furniture was visibly damaged when I received it (on a Saturday), and I notified the delivery men.  I then notified the salesman later on that day, and was told that it would be taken care of. On the following Monday, I notified customer service in Arizona.  I wanted the furniture replaced or returned.  Instead of following through with their return/exchange policy, I was told a technician would need to come out.  They could not schedule one until the end of February.  I didn't want a repair technician to come out, I simply wanted an exchange or to return the furniture.  On their website, it states that in order for a refund or exchange, I am to notify the store where I purchased the items, yet the managers and representatives of the store state that a call to Arizona is the procedure. After calls to the store as well, I was told that I needed to talk to a manager named [redacted].  After many attempts to get ahold of [redacted], I was finally told that [redacted] no longer worked there.  I then spoke to [redacted] (unsure of the spelling of his name "[redacted]").  He told me he would take care of it, and he was sorry for the confusion.  I heard from him once more just to tell me he was wor[redacted] on it, and then never again.  I called and left other messages for him, and have not heard back.  My main issues with their conclusions/actions are:I do not have pets, therefore if it is pet damage, it happened prior to me receiving the furniture.I could never get a response regarding the possibility of the furniture being damaged while in the warehouse or in transit.I followed the correct procedure and time frame for requesting a refund/exchange.The communication process with management is very disorganized and with customer service very hostile.The offer to send me pieces of material in order for me to hire someone to repair the furniture is preposterous.I received damaged furniture from Ashley Furniture...it was delivered to me in the manner in which it still is...damaged.I did not state that it was an issue on only one couch and only a stain on a chair.I simply want an exchange of the same items or a refund.They keep stating that the issue with the furniture is not covered by warranty, yet it was never an actual warranty issue...it was a return/exchange issue regarding a delivery of damaged furniture. I never expected a company such as Ashley Furniture to be so negligent and fraudulent in regards to a simple exchange or refund. What is a lot of money to me is nothing to them, yet they cannot seem to follow through with their promises.  I am hoping that they will do the honorable thing and return or exchange my furniture.Regards,[redacted]