Ashley Furniture Homestore

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]’s original delivery occurred on 11/19/2012. On...

06/25/2014 Mr. [redacted] had contacted our customer service department with a warranty claim for his mattress. On 7/12/2014 our service technician’s had determined that the mattress was defective and had authorized a replacement. On 7/14/2014 we had contacted Mr. [redacted] to advise that the original mattress purchased was now discontinued and was offered to reselect to a different model mattress of equal of lesser value as per company policy. On 7/17/2014 Mr. [redacted] had contacted the original location of purchase and was displeased with the mattress selection offered and had been re-explained the policy regarding a reselection via the store management team. There was no further correspondence with Mr. [redacted] until he filed his concerns with the Revdex.com. Our customer service management spoke with Mr. [redacted] on 03/11/2015 and provided alternative mattress collections that would meet his needs. Mr. [redacted] has since selected a new mattress which wasdelivered without issue on 3/18/2015. Regards,[redacted]Executive AssistantAshley 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 delivery occurred on February 11, 2015. On February 12, 2015, he contacted our Customer...

Service department and reported damage on both of his chests of drawers. A service appointment wasscheduled for and occurred the following day.  Our technician determined the chests should both be replaced. Mr. [redacted] was contacted with this information and on February 15, 2015, we arranged forthe delivery of the new furniture. Mr. [redacted] had delivery of his new chests of drawers on February 17, 2015 and has reported no further issues. We apologize for any perceived lack of communication or delay in resolution and hope thatMr. [redacted] is now able to enjoy his furniture.  Regards,[redacted]Executive AssistantAshley Furniture Homestore

April

4, 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 Ms. [redacted]’s concerns.

 

Ms. [redacted] purchased her furniture on

December 17, 2013 and set a pick up date of December 23, 2014. Ms. [redacted] did

not pick up her furniture and on March 28, 2014 elected to cancel her order. She

noted that the credit card she had used at the time of purchase was no longer

valid. The store manager asked Ms. [redacted] to provide a letter from her bank

substantiating that information prior to the refund being processed.

 

On April 4, 2014, Ms. [redacted] was contacted

by a member of the store management team and advised we would issue her refund

via check. We apologize for the delay in Ms. [redacted] refund and have provided

her with a contact name and number should she have any further concerns.

 

 

 Regards,

 

Executive

Assistant

Ashley

Furniture Homestore

February 3rd, 2016

font-family: Arial, sans-serif;">Revdex.com, Inc.
Dispute Resolution Department
4428 North 12th Street           
Phoenix, AZ 85014
Re: H[redacted] #[redacted]
Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us of Mrs. [redacted] concerns
Mrs. [redacted] originally delivery occurred on 01/23/2016. On the initial delivery it had been reported that there was damage to the headboard of the bed being delivered. A service technician was dispatched to Mrs. [redacted] residence on 01/26/2016 and the option provided by the service technician to order a replacement part was declined by Mrs. [redacted]
On 01/26/2016 we had received Mrs. [redacted] correspondence from the Revdex.com and she was contacted by our customer service management team. Arrangements were made to replace the headboard as per Mrs. [redacted] request. She had also indicated her displeasure with the wait time of her pending refund check. Our accounting department was able to issue her refund check and was mailed 02/02/2016. Mrs. [redacted] received the replacement headboard on 02/02/2016 as well.
We regret the challenges that Mrs.  [redacted] experienced with her purchase and has been given the contact information for our Customer Service Management team if she should have any questions or concerns.
 Regards,
Renee L[redacted]
Customer Service Director
Ashley Furniture Homestore

Thank you for contacting Southwestern Furniture of [redacted], LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted] concerns.Ms. [redacted] original delivery occurred on June 24, 2014. At the time of delivery, she reported a service...

issue with her bed rails. On July 4, 2014, our service technician determined Ms. [redacted] rails were damaged beyond repair and should be replaced.  An incorrect model number was used for Ms. [redacted] rails and our attempt at replacement had to be refused. On July 19 2014, Ms. [redacted] storage bed rails were replaced with the correct model. Prior to her bed issue being resolved, on July 7, 2014 Ms. [redacted] picked up two nightstands she had purchased. Once she inspected them at home, she found the nightstands were scratched. Ms. [redacted] replacement nightstandswere delivered at no charge on August 9, 2014. Ms. [redacted] has been contacted by our Customer Care department. We sincerely regret the multiple service issues she endured and hope she is now able to enjoy her furniture. Ms. [redacted] has been provided a contact name and number for any future concerns. [SB1] Regards,[redacted]Executive Assistant

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.

The chair I purchased was the only piece of furniture that was infested.  Yes they did move some but my chair had them.  I did not have them before the chair appeared and now I do not have them since I had my house treated.  I just cannot believe they came from anywhere else.  I have seen many reviews online that Ashley's does have bedbugs in some of their items.  So why not mine.  

Regards,

Good Morning,
I have read the response and while most facts are correct, and I am more than a little taken aback by the condescending tone, most notably that you "agreed to deliver replacement pieces as per Mr. [redacted]’s request to appease the concerns". Appease my concerns? God forbid I should pay $2500 + and want my furniture to be free of defects, in new condition AND devlivered by honest people! The delivery people who came to switch out the damaged goods told us all we needed to know - they said they usually unload, assemble and have customer inspect everything PRIOR to taking it in the house. I asked why. Naturally they said it's a big time saver because of how much imperfect furniture they end up taking back. I told him I was not surprised in the least. 
As for "not hearing back" from me, I did in fact leave a message for Chris H[redacted] on 12/4/15 indicating that although the replacement pieces were delivered, we are still expecting the remaining pieces of the bedroom set (mirror and bed) to be delivered on 12/8 and will be in contact after that. Now that I know how Ashley works I will inspect those pieces outside prior to proceeding. 
Thanks, [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.The complaint regarding myself and Ashley Furniture has not been resolved as yet. The issue has nor been satisfied, please view below, If you need additional copies of correspondences over the past months between myself and Ashley Furniture I would be delighted to send them as evidence of what has transcribed... UNSATISFACTORY  Actual Original Dimensions of the Sectional which I had purchased [redacted]The furniture which Ashley Furniture delivered is NOT the same size / dimensions according to the pdf file of the link above.The set that is now in my residence is much smaller in size.You can read the correspondences between the Customer Care ([redacted]) representative and myself in disagreement.Mr. [redacted] had indicated in writing the dimension that he measured that the set should be of the Chaise Lounge width (35 1/4" inched wide, the photograph that I sent to [redacted] clearly shows 33" inches wide from end to end (the pdf file shows that the width should be 41" inches wide)... quite a difference in size comparisons. The length is much shorter than the original as well as from the dimensions according to the pdf file.I sent photographs of the size with a tape measure showing the size difference being much smaller in size and according to the Manufacturer the size being different... the 1st set that I had purchased July 2011 was the original size and the set that was delivered to my home is much smaller in size... this is where Mr. [redacted] wrote that the set is new and that I will have to wait for the sectional to be broken in and it will expand over time...My response to the LUDICROUS statement was that I will make contact with [redacted] across the USA and as well as abroad to get their expert opinion about the furniture expanding... I have numerous experts who have disagreed with Mr. [redacted]... most of them who had a heavy Belly Laugh regarding the furniture expanding.I had contacted Mr. [redacted] to indicate the replies from the [redacted].Mr. [redacted] written statements which can be viewed within the many correspondences is quite clear... Mr. [redacted] wrote to me stating that they have exhausted their efforts with wrong mis-matched furniture / broken furniture / wrong sized furniture and that they will not return my original set that I had purchased to have a third party leather restoration professional expert to re-dye the leather to my satisfaction.Mr [redacted] took it upon himself to authorize a Pickup of the furniture from my residence on November 26th 2014 the day prior to a Traditional Family Holiday "Thanksgiving" leaving my family and guests without living room furnishings for the holiday... no placed to sit and showing an empty livingroom.[redacted] stated that I will see a refund on the Credit Card that I used to purchase the Furniture with July 2011... I had indicated to [redacted] that I no longer do business with that bank and that the Credit Card is no longer valid.[redacted] wrote back stating that I will have to get a letter from the Bank that I no longer do business with to indicate that I am no longer doing business with that particular bank and that the account is indeed closed.After getting quite frustrated with [redacted] written request I wrote back that is NOT going to happen and that he will need to contact the accounting department to find another resolution such as issuing a company check or a cashiers check or such.Mr. [redacted] wrote back that the accounting department will issue a check, but it will be issued 14 business days after the furniture is picked up from my residence.I had written to [redacted] stating that this is UnAcceptable... my family and I will not be inconvenienced this way.I am demanding one of the following to resolve this dilemma so thaqt my family and I can put this behind us and move forward:1. deliver my original sectional set that I had complained about with the fading color of the leather.2. Deliver the correct size of the [redacted] which I originally purchased (Please view the [redacted] link to view the actual dimensions of the sectional) rather than a "Bait and Switch" of a knock off item from China.3. Refund my monies (Send a FULL REFUND check to the Manager of the Store where I had originally purchased the sectional, upon the Pickup of the sectional which is now in my livingroom, and signed authorization of the Driver / Delivery Personnel representing Ashley Furniture) in total amount of the receipt which I paid July 2011 I will go to the store to retreive the check so that I may repurchase a livingroom set from either Ashley Furniture or deposit the refund check so that I can purchase a livingroom set from a competitor. Thank you in advance for your assistance regarding this matter... I hope to resolve this dilemma expeditiously.Regards,[redacted]

October 5, 2014           

[redacted]

Dispute Resolution Department

[redacted]            

/>

 Re:[redacted]

Thank you for contacting [redacted], [redacted], [redacted] Ashley Furniture Homestore. We appreciate that you have notified us regarding **.[redacted] concerns. 

[redacted] original delivery occurred on June 27, 2013. On August 29, 2014. [redacted] reported a concern with her mattress and a service appointment was scheduled for September 10, 2014. Our  technician was unable to detect any defects in [redacted] mattress and found it to be within Simmons’ manufacturing specifications.  

On September 26, 2014, our Customer Service department received an email from the store where [redacted] had purchased saying [redacted] advised she had spoken to a local [redacted] representative and received authorization to exchange her mattress. This information was forwarded to [redacted]. Our [redacted] representative did not have record of an authorization to exchange [redacted]’* mattress but agreed

to do so in an attempt to amicably resolve her concerns.  

[redacted] has since been contacted and advised her mattress is no longer being manufactured so she has been provided the opportunity to select a new and different mattress. We will continue to work  with [redacted] and ensure her new delivery goes well. [redacted] has been provided a contact name and number should she have any future concerns.  

Regards,

[redacted]

Executive Assistant

Ashley Furniture Homestore

[redacted]  [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.[Provide details of why you are not satisfied with this resolution.]

Regards,

They are not taking any action against my  credit score. They also are not being truthful in their response  as they never gave any information as to their management team is to contact for any  further details. We went to the store personally to try and get the  issue resolved and sign another  contract as that is the only truthful response in their  rebuttal.
The furniture that we agreed to was delivered and the sofa bed was delivered that was delivered was  not as was told to us by the mangement.and therefore was rejected. When we called the store to ask to speak to a manager other than Devin  we were told someone would call us back. It is now 3 days later and no response from the store  and we are not going to pay  for this merchandise  nor was any type of  receipt given for the  non acceptance  from the driver  who was nasty to boot. All we got was a call from  customer service  saying that they would send an email to the salesman to  rectify the problem. The salesman is out on a family  emergency. This is poor customer service and  we want a full refund for the sofa bed at this point as we are not happy with the quality of service  from this  company.
They  want to deceive people with  what they say and blame everyone else for their actions and that  is not acceptable.
Sincerely,

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] originally occurred on 11/22/2010. Mr. [redacted] had contacted our customer...

service department on 06/02/2011 stating challenges with the cushions on their sectional. A service technician was dispatched to the [redacted] residence on 06/29/2011 and it was determined that replacement parts needed to be ordered to resolve the challenge. Mr. [redacted] had ontacted us again to schedule the installation of the replacement parts which was completed via our service technician on 9/24/2011.  We received Mr. [redacted] correspondence with the Revdex.com on 03/30/2015. Mr. [redacted] was contacted by our customer service management team and advised that their manufacturer’s warranty has since expired, however we would still like to assist with a resolution to their concerns. Replacement parts have been ordered free of charge as well as installation at no cost. We regret the challenges that Mr. [redacted] has experienced and he has been provided with the contact information for our customer service management team.  Regards,[redacted]Executive AssistantAshley Furniture Homestore

[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,

Thank you for contacting [redacted], dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Ms. [redacted]’s concerns.Ms. [redacted] purchased her furniture on January 17, 2015.  She was later contacted by her sales...

representative and advised the furniture she purchased was discontinued and could no longer be obtained. Rather than selecting different furniture, Ms. [redacted] opted to cancel her order. She was told at that time she would have to return to the store to swipe her credit card used for the purchase before she could be refunded. Upon hearing of Ms. [redacted]’s situation, the Office Manager at the store where she purchased contacted Ms. [redacted] and took her credit card information over the phone and processed her refund on February16, 2015. We sincerely regret the inconvenience of this situation and have provided Ms. [redacted] with a contact name and number for any future concerns.  Regards,[redacted]Executive AssistantAshley 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] was offered an unavailable financing option on her date of purchase. Further, part of...

her order was delayed. Upon receiving her correspondence, our store management team contacted Ms. [redacted] and scheduled delivery of her merchandise and honored thefinance agreement she had been offered. Ms. [redacted] delivery occurred on July 17, 2014 without incident. We do regret the miscommunication regarding the availability of the furniture and the financing options. Ms. [redacted] has been provided a contact name and number for any future concerns and we hope she is now able to enjoy her furniture. Regards,[redacted] Executive Assistant

June 29, 2016Revdex.com, Inc.Dispute Resolution Department4428 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 of Mr. [redacted]’s concerns. Mr. [redacted]’s original delivery occurred on 12/29/2015. On 06/20/2016 Mr. [redacted] had reported to our customer service department that there was a challenge with his merchandise. Mr. [redacted] had been instructed to contact their protection plan company to file a claim for the challenge.  On 06/27/2016 we had received the claim notification from the protection plan company that they had authorized a replacement for Mr. [redacted]’s merchandise and delivery was scheduled for 06/29/2016. On 06/29/2016 Mr. [redacted]’s replacement was delivered with no challenges and we have confirmed that he was satisfied with the resolution We regret the challenges that Mr. [redacted] experienced with his purchase.    Regards, Renee L[redacted] Customer Service DirectorAshley Furniture Homestore6910 W. Bell Road, Suite BGlendale, AZ 85308

January 7, 2016

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: Lawrence P[redacted] # 11012017 Thank you for contacting Southwestern Furniture of Wisconsin, LLC, dba Ashley Furniture Homestore. We appreciate that you have notified us regarding Mr. P[redacted] concerns. Mr. P[redacted] original purchase was made 12/11/2015 and had been quoted a pickup date to receive his merchandise on 12/16/2015. Mr. P[redacted] had contacted the local store location prior to pickup to confirm that his merchandise had arrived and had been informed that unfortunately there had been a shipping delay on his order due to a complication with a third party vendor. Mr. P[redacted] had contacted our Customer Service Department on 12/23/2015 requesting to express his frustrations regarding his experience with the store location where his purchase was made. Mr. P[redacted] concerns were brought to the attention of the Regional Manager of that area who had contacted Mr. P[redacted] to apologize for his experience. Due to the delay in shipping Mr. P[redacted] cancelled his order and a full refund was issued.    We regret the challenges that Mr. P[redacted] experienced and has since received a full refund.  Regards, Renee L[redacted] Ashley Furniture Homestore [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 October 31, 2014.  On the day of delivery, Mr.[redacted]...

reported damage to his sectional. A service appointment was scheduled and occurred the following day on November 1, 2014. Our technician determined that the frame was broken on 2 pieces of his sectional and those pieces should be exchanged.

Mr. [redacted] contacted our Customer Service department on November 8, 2014, because he was under the impression a third piece of his sectional should be exchanged. He was advised that the technician found no defects on any other portion of the sectional. Mr. Hogan was contacted on November 9, 2014 by our Corporate Customer Care department and the additional piece to his sectional was exchanged.

Mr., [redacted] delivery occurred on November 12, 2014. He has been compensated for his experience and is continuing to work with our Customer Care team for any additional concerns. We regret that Mr. [redacted] furniture was damaged in any way and hope he is now able to enjoy his purchase.

Regards,

[redacted]

Executive Assistant

Ashley Furniture Homestore

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,[redacted]

January 16, 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] picked up his furniture from our warehouse on December 21, 2013. He signed his pick-up receipt stating he had inspected his furniture and found it to be undamaged. He later reported to the store where he purchased that the dresser had a crushed corner.  A courtesy service was scheduled by our Customer Service department.

 

On January 6, 2014, Mr. [redacted] refused to allow our technician to service his dresser. We explained that because the merchandise had been inspected at the time of pick-up it was indicated there was no damage on the dresser, a courtesy service was the only option we could present at that time.

 

Mr. [redacted] has since been contacted by our Corporate Customer Care department and we have authorized an exchange of his dresser. Mr. [redacted]’s replacement dresser is scheduled to be delivered at no charge on Saturday, January 18. We will continue to follow up and confirm the delivery is successful and Mr. [redacted] is satisfied.

 

 

Regards,

 

 

Executive Assistant

Ashley Furniture Homestore

February 3, 2016

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: R[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 delivery occurred on 12/9/2015, on 01/11/2016 he had contacted our customer service department stating that there was an issue with the springs being weak on his sofa. A service technician was dispatched to Mr. [redacted] residence on 01/18/2016 and had done a full frame and spring inspection and found no defects with the sofa. Post-service on 01/18/2016 Mr. [redacted] contacted our customer service department stating that he was in disagreement with the assessment. On 01/27/2016 a second service technician was dispatched to Mr. [redacted] residence with the same findings per the report filed. We received Mr. [redacted] correspondence from the Revdex.com on 02/01/2016. Our Customer Service Management team contacted Mr. [redacted] on 02/03/2016 and had explained that there were no defects found in the sofa in question. As a courtesy we have agreed to replace the sofa under the terms that going forward Mr. [redacted] will follow the policies of the Ashley Furniture Homestore service policy that falls in line with the warranties of the Ashley industries which Mr. [redacted] has agreed to. We regret the concerns that Mr. [redacted] has experienced with his purchase and he has been given the contact information for our Customer Service Management team should he have any additional questions or concerns going forward.  Regards, Renee [redacted] Customer Service Director Ashley Furniture Homestore [redacted]