Ashley Furniture Homestore

June 20, 2014

RevDex.com, Inc.

Dispute

Resolution Department

[redacted]           

Re:

[redacted] #[redacted] 

/>

Thank you for contacting [redacted]

[redacted], dba Ashley Furniture Homestore. We appreciate that

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

Mr. [redacted]’s

original delivery occurred on May 22, 2014. On that date, Mr. [redacted] reported

a small dent in his footboard and a small crack on his bed rails. He declined to

let us send a service technician to his home so we offered to replace those

items. Mr. [redacted] subsequently refused an additional delivery attempt and has

not been available to accept delivery due to timeframe constraints.

Mr. [redacted] continues

to work with our General Manager, [redacted], as per his request and has been

encouraged to return his furniture for a refund as we are not able to satisfy

his particular demands.

Regards,

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] concernsMs. [redacted]’s original purchase was made on 02/15/2015 with a delivery date of 04/1/2015. We were...

notified of a manufacturing delay for Ms. [redacted]’s purchase on 03/29/2015 which we had contacted Ms. [redacted] to advise of the delay and reschedule her delivery. Ms. [redacted] had requested delivery of any in stock merchandise which was done as per her request. The remainder of her order was rescheduled for delivery on 04/16/2015. On 04/13/2015 we were advised of a 2nd delay on 1 item of her order which we did deliver the in stock items again as per Ms. [redacted]’s request. The remaining item has been shipped to our local store location per Ms. [redacted]’s request as she has chosen to pick that item up.We regret the manufacturing delays encountered with Ms. [redacted]’s order and she has been contacted by our Customer Service Management and compensated for the inconvenience. Regards,[redacted]Executive AssistantAshley 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 have reviewed your response and would like to comment on a couple of items:

 

1) I have not received the initial $100 credit to my [redacted] account as promised.  As I interpreted the offer, this was credit for the Delivery fee that I initially paid due to the failed 1st delivery if I agreed to allow 'an' (singular) attempt to "make it right".

2) Today I was extended an offer for $108.30.  I have no idea if this is in addition to the $100 statement credit I am already due, or is the sum total of what is being offered in settlement.

3) Either way, I do not feel $108 or even $208 is a fair settlement.  The personal inconvenience this has caused far exceeds what is fair and reasonable.  If I was able to return the furniture as originally requested on the first day I called and did not accept the promises from your representatives, I would have been better off.  After the first re-delivery, I was denied the option to return the furniture and was presented with no other choice but to keep allowing failed attempts to occur.

A fair settlement from my perspective would be $100 refund for the initial delivery fee and $50 per each additional time I had to be available for re-deliveries and repair attempts (4).  This would be $300 total.  I am mitigating the actual cost of the inconvenience (time off work, travel, etc) which is actually far greater.  I would settle this matter for a $300 credit to my [redacted] account or the ability to return all of the merchandise and obtain a full refund.

Regards,

February 3, 2016

Arial, sans-serif;">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 of Mrs. [redacted] concerns Mrs. [redacted] original purchase was delivered on 01/26/2016. Post-delivery Mrs. [redacted] had contacted the store location to advise that she was displeased with the style of the tables and wished to select something different. Mrs. [redacted] was advised that we do not have a return policy for any merchandise that is received and signed for. We received Mrs. [redacted] correspondence from the Better Business on 01/28/2016. Mrs. [redacted] correspondence had been directed to our store management team who in turn had contacted Mrs. [redacted] to provide an alternative solution to the challenge which she had accepted.  We regret the challenges that Mrs. [redacted] experienced with her purchase and has selected new merchandise that was received on 02/01/2016  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

November

25, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street            Phoenix,

AZ 85014Re: [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.Rebuttal: On 10/27/2015 We received Mr. [redacted]

rebuttal from our previous response from the Revdex.com. The

correspondence had been submitted to our store locations management team for

review and follow up with Mr. [redacted]. As per our store manager Mr.

A[redacted] had visited our Reno Homestore location to address the

challenges with their finance contract and was offered the finance promotion as

per our original response which was agreed to and signed for my Mr.

Allen-Kantrowitz. Mr. A[redacted] had also expressed concerns regarding a

sofa that had been delivered and was given the option to select a different model

which Mr. A[redacted] had selected and was delivered on the agreed upon

date. At this time Mr. A[redacted] has received his merchandise with the

finance terms agreed upon by Mr. A[redacted] and our store management

team. We regret any further concerns that Mr.  A[redacted] may have and is being

contacted via our store management team to discuss any further concerns.  Regards,Renee

L[redacted]Ashley

Furniture Homestore[redacted]

July 3, 2014

Revdex.com, Inc.

Dispute Resolution Department

[redacted]           

Re:

[redacted] #[redacted]   

/>

Thank you for contacting [redacted]

[redacted], dba Ashley Furniture Homestore. We appreciate that

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

Mr. [redacted]’s

original delivery occurred on January 3, 2010. On June 5, 2014, Mr. [redacted]

reported fading on his two sofas. A technician appointment was scheduled for

June 18, 2014. Our technician determined the fading on the sofas was due to a

lack of maintenance and normal wear, which is not covered under the extended or

manufacturing warranties.

On June 21, 2014, Mr.

[redacted] was contacted and we offered to refund the cost of his extended

warranty. Mr. [redacted] declined this offer. Further review and correspondence

between our corporate technician and Ashely Furniture Industries has resulted

in a determination that the peeling on the sofas was accelerated by an inherent

manufacturing defect. We have offered for Mr. and Mrs. [redacted] to select new

furniture that will better suit their needs.

We sincerely regret

the service issues with these sofas and hope that Mr. and Mrs. [redacted] will

enjoy the new furniture of their choosing. They have been provided a contact

name and number for any future concerns.

Regards,

Executive

Assistant

Ashley Furniture Homestore

The matter has been resolved. I am keeping the damaged dresser instead of reordering and waiting for the third dresser to come. Ashley has compensated me with a free mattress for both the 'scratch & dent price' of the dress and for dealing with this issue. I consider this matter resolved. 

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

The Sales Order Terms and Conditions provided at the time of sale states, "AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not Damaged/Defective, or (ii) the merchandise shows evidence of customer misuse or abuse. No returns or refunds on Closeouts, Accessories,...

As-Is Sales, Mattresses or Foundations. Refunds of purchases paid by cash or check will be paid by check after 15 business days from date of cancellation; purchases paid by credit card will be refunded back to the credit card charged."The item in question does not fall in the "no returns" description. If Ashley Furniture is willing to return the bed for store credit, that dismisses their original excuse of refusing the return that the bed. Which was that the bed had been in my home too long. They are choosing not to return for a refund as they would rather force me to spend money at their establishment. Offering store credit is not a solution to my problem as I need a bed for a bed. I'm not interested in wasting that sum of money on a bed that is not what I wanted.
Furthermore, I never claimed they sent me a brown bed when I requested a grey bed. I'm fully aware the bed comes in one color. Bottom line, I am unhappy with the variance to the color of the bed. I'm not willing to exchange a new bed for a used showroom model, yet pay full price and be inconvenienced in making the trade that likely will not solve the problem. 
None of the documentation during the sale indicated a "no return" policy. They did not provide any product description indicating "brown" fabric, the image found on their website misrepresents the actual item recieved.

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 July 8, 2013. On June 19, 2014, Ms. [redacted] reported...

that her mattress was sagging. On July 3, 2014 a service technician inspected the mattress and found no defect.  A second opinion was immediately scheduled due to Ms. [redacted]’s dissatisfaction with the technician’s findings. On July 16, 2014, a second technician inspected Ms. [redacted]’s mattress and found it to be defective. Ms. [redacted] has been contacted and authorized for a reselection. Her new mattress is scheduled to be delivered on August 6, 2014. We will continue to follow up to confirm Ms. [redacted]’s satisfaction with her new mattress. She has been given a contact name and number for any future concerns. Regards,[redacted]

February

27, 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]’s original delivery occurred on

January 2, 2013. On May 29, 2013, Ms. [redacted] reported that her cushions

seemed to be sinking. On July 3, 2013 our technician determined the cushions

were experiencing normal wear from use. On December 5, 2013, Ms. [redacted]

again reported that her cushions seemed to be going flat. On December 11, 2013,

our technician again determined there was no defect in Ms. [redacted]’s cushioning

and the service was listed as complete.

 

Upon receiving her correspondence from the

Revdex.com, Ms. [redacted] was contacted by our Corporate Customer

Care department as we were unaware she was dissatisfied with the technician’s

findings. We have since ordered replacement cushions which will ship directly

to Ms. [redacted]. She has been provided a contact name and number for any

further concerns.

 

 

 

 Regards,

 

Executive

Assistant

Ashley

Furniture Homestore

W. Bell Road, Suite *

Glendale,

AZ 85308

February 5, 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] picked up his loveseat from our warehouse on December 20, 2013. Mr. [redacted] also purchased an extended fabric warranty which guarantees coverage for any stains or spills the result of human or pet bodily fluid or food or beverage normally consumed by humans.

 

 On January 5, 2013, Mr. [redacted] contacted a social media website to express his dissatisfaction with the pick-up experience. He also stated he felt his loveseat had not been properly treated with fabric protection. Mr. [redacted] was contacted by our Corporate Customer Care department as a response to his social media posting and we offered to refund him $79.99 (the cost of a delivery fee) as an apology for his pick-up experience. A service appointment was also scheduled for January 24, 2014 for a service technician to confirm Mr. [redacted] loveseat had been adequately treated with the fabric spray.

 

On his service appointment, our technician was not able to detect inadequate fabric treatment but advised Mr. [redacted] if he would like the loveseat to be retreated, he would need to return the furniture to the warehouse as it was too large to be treated in his home. Mr. [redacted] has since expressed his dissatisfaction with this resolution and was again contacted by our Corporate Customer Care department. We have offered to pick up Mr. Olmstead’s loveseat and refund it and the extended warranty in full. We are awaiting Mr. Olmstead’s response to this resolution as well as his credit card information so the refund can be processed.

 

 

 

 

Regards,

 

 

No one has attempted to contact me regarding return.  I had to fight to get a return and then had to wait another 8 days for them to come pick up product to which I was told that refund would happen in 2-3 business days from them getting the product back to warehouse.  When refund didn't show up in account 6 days later I again called customer service who then told me it was out of their hands and I needed to call the store.  When soaking to store they told me no refund was done because they do not have my card on file.  Really? Was anyone going to bother to call me and ask for the number?

December 31, 2015

Arial, sans-serif;">Revdex.com, Inc. Dispute Resolution Department 4428 North 12th Street            Phoenix, AZ 85014 Re: [redacted] #1[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 06/1/2014 and an additional purchase on 09/22/2014. Mr. [redacted] had attempted to file a claim for damages covered under the terms of their extended protection plan around the 1st week of November 2015 and was unable to reach our customer service department. He had contacted the local store location as to where his original purchase was made and unfortunately his concerns did not reach our service department. On December 14, 2015 we had received Mr. [redacted]’s correspondence from the Revdex.com and he had been contacted by our Customer Service Management team. An appointment for a service technician was arranged for 12/22/2015. Mr. [redacted] had been contacted post-service to ensure that the repairs made were to his satisfaction. Mr. [redacted] had reported that there were a few challenges with part of the repairs and after review it was agreed that a 2nd service technician would be dispatched on 12/28/2015. Upon that appointment it was deemed that 1 item would require replacement and after inspection we have agreed to replace 2 additional pieces which will be delivered on 01/05/2016. We regret the challenges that Mr. [redacted] has experienced and he has been in contact with our Customer Service Management team and has been given a compensation offer for his time and trouble. We will continue to keep in contact with Mr. [redacted] until his replacement pieces have been delivered.  Regards, Renee L[redacted] Customer Service Director Ashley Furniture Homestore [redacted]

December

14, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street            Phoenix,

AZ 85014Re: [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.   Regards,Renee

L[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

April

3, 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 February

17, 2014. Her delivery was scheduled for March 8, 2014. On March 5, 2014, Ms.

[redacted] was contacted and advised that her accent tables were delayed by the

manufacturer and would not be arriving until mid-April. The remainder of Ms.

[redacted]’s order was delivered as scheduled.

 

On March 24, 2014, Ms. [redacted] was contacted by

our Corporate Customer Care department and was offered a no charge delivery of

her accent tables. We will continue to monitor the eta of Ms. [redacted]’s delayed

furniture and follow up to ensure her delivery is a success. We regret the

inconvenience caused by this situation and have provided her a contact name and

number for any future concerns.

 

 

 

 

 Regards,

 

Executive

Assistant

Ashley

Furniture Homestore

W. Bell Road, Suite *

Glendale,

AZ 85308

Renee L[redacted] of Ashley Furniture is NOT stating the complete truth.   While the furniture purchased was scheduled for delivery to the store on December 16, 2015, when I phoned prior to visiting the store for pick-up, I was told by my salesperson that the delivery was delayed until December 23, 2016.   I accepted that.  Those things happen.   When I phoned on December 23, 2015, I was then told by the same salesperson that the order wouldn't arrive until sometime in February, 2016.   At no time did the salesperson, manager or other store representative have the courtesy to phone and advise me and my wife properly that the order would not be available until February when they first learned of this.   Furthermore, why would they sell an item on the floor that they did not or could not get which should be accomplished by making a phone call?    When the item was sold and it was represented by the store to me that the item would be delivered on December 16, 2015, why would they have not found out if the item could not be delivered as promised?   What Renee L[redacted] and Ashley Furniture makes light of is that this customer RELIED on the store and the salesperson to deliver what was purchased.   The purchase being refunded does not take away from the time and effort necessary to now have to look for new items to buy nor the inconvenience of having guests over for Christmas with furniture and a rug that was purchased and never delivered.   In my opinion, Renee L[redacted] doesn't get that this customer was tremendously inconvenienced and that while we appreciate the refund, it doesn't begin to make up for Ashley Furniture's poor business practices or being inconsiderate to our needs.

December

12, 2015RevDex.com, Inc.Dispute

Resolution Department4428

North 12th Street            Phoenix,

AZ 85014Re: [redacted]

# [redacted] RebuttalThank you for contacting Southwestern

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

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

correspondence from the Revdex.com on 12/7/15 stating that he was

taken back by our previous response. We regret that Mr. [redacted] felt that our

response was condescending in any way. Our original response had been submitted

to the Revdex.com prior to receiving Mr. [redacted]’s voicemail

message. We did confirm that Mr. [redacted] has received his merchandise with no

damages / defects present. Unfortunately our Customer Service Manager Mr.

[redacted] had worked with was out of the office upon Mr. [redacted] final

delivery and he had been contacted by our Lead associates and has been

compensated for the challenges with his purchase. Again we sincerely regret Mr. [redacted]’s

situation and that he felt that our response was condescending in any way.   Regards,[redacted]

[redacted]Customer

Service DirectorAshley

Furniture Homestore[redacted]Glendale,

AZ 85308

I purchased furniture on March 13, 2016 and have been give 3 different delivery dates. This furniture was purchased on March 13,2016 with an estimated delivery date of May 24, 2016. The sales order number is XXXXXXXXX. I paid in full with my Visa debit card $1398.40. The sales person was [redacted] I received a call on May 22 at 10:02 am advising me that they would deliver on May 31 since both pieces were not ready. On May 29 I received another call advising that they would not be able to deliver until June 3. I requested my money back and was advised that I would be able to get it back minus a 10% which is not fair as this is not my fault since I have not even gotten the furniture delivered and I am getting the run around on a delivery date. I have taken off work twice so someone could be home. I believe I have received poor customer service and they are not trying to do anything to accommodate me after I have paid for a product. I am very dissatisfied with how I have been treated as a paying customer.Desired SettlementAt the least I would like a discount for the inconvenience. When you purchase a product the least you expect to receive your product. Not to mention the customer service has been very poor.Business Response Good Morning,Thank you for forwarding Ms. [redacted]'s concerns over to us. We apologize for the delay in receiving the merchandise. Our records show that this merchandise was delivered in full on June 5th, 2016. We will not be able to discount the merchandise, however we are able to offer a goodwill gesture for the inconveniences caused as an Ashley Cash Card for $200. Thank you,Ashley HomeStoreConsumer Response I agree with the proposed settlement.

First, after purchasing over $2,000 worth of furniture (dining table, chairs, two sofas and an ottoman), they delivered the table with obvious attempts to cover up damage. This was hassle number one and a harbinger of things to come.
Next about 14 months after acquiring the above items, screws began falling out of the chairs and/or dining table. Asides from this exhibiting shoddy craftsmanship, I have two young children (2 and under) who put anything and everything they find on the floor in their mouth. The fear this has put into my wife and I that our child could require an ER visit due to furniture from Ashley Furniture is beyond overwhelming.
The icing on this horrid cake is the lack of care or resolution to the above. Be warned: 12 months is all they'll express they cover with warranty and they [redacted] stall, delay, not respond to you to push you outside of this time frame.
Read the other reviews. Please do yourself and your money a favor and consider ANYWHERE else, including used furniture from Goodwill or the Salvation Army before wasting your money here.","neg-2