Ashley Furniture Homestore

It seems like we have swapped her furniture out for her once or twice, we took it all back and she re selected from another store, so I think she would be 100% goodIf you would like to contact the customer I would think that they would have no issue with the original complaint

Date Sent: 10/13/7:41:PM I did speak with [redacted] the claim sent over to us was under [redacted] *** Auth# [redacted] Parts were not ordered when initially sent back in June of I've apologized to our customer for it not being taken care of back then, and assured her that moving forward, I can get it done nowShe did not want me to order the part, all she wanted me to do is to refund her the cost of the warranty coverage I apologized to her and said that I would not be able to authorize a refund She at that time stated that she would be calling PCP (warranty company) back to speak with a them about a reimbursement I went ahead and ordered the part that the authorization letter requested which was a back assembly to a barstool I am hoping we get this issue resolved Thank you, [redacted]

Thank you for passing along this guest's issue Since submitting the original notification to the Revdex.com the guest's complete order has been delivered There was one piece of the order that was held out until the end of May but it has since been delivered At this time we show no additional open orders and believe this guest's needs have been meet Please let us know if there is anything else that needs to be addressed.Thank You, [redacted] Director of Stores and OperationsAshley Furniture Homestores

Complaint: [redacted] I am rejecting this response because: While the couch was delivered much earlier than expected, it was only done because I called to check to be sure it had even been ordered, since it had not the first time During this call I was told the couch was in and would be available for delivery on 1/No effort was made by the business to settle this issue Had I not called, I believe I would still be waiting for the product.Although they say they have processed the refund, a full days after it was originally promised to be processed, and business days after it was promised to be processed, I have not received the refund in my account It has now been days since I was told the refund could be expected to show in my account in 7-days Even if they had said 7-business days, they would have failed, as I still do not have the money.They have lied and made up excuses at every turn Their tactics and ethics are questionable at best Regards, Theresa Robinson

Complaint: [redacted] I am rejecting this response because:The furniturewas delivered on Wednesday February 11, around 5: TheDelivery staff unload the Head/footboard, chess and nightstand which looked inperfect condition and replaced it with the damaged ones They failed to bring the side rail for thebed As they proceeded to unload the sofaand loveseat we noticed that it was used and damaged We took pictures where you can see that repairshad been done to the sofaWe also noticed that it had felting paddings on the legsof the sofa which leads us to believed that is once belonged to someone else The delivery staff told us that they had toreload all the furniture back unto the truck and unload the other backdown I made aphone call and they told me that they won’t be able to re-delivery until February I am veryupset with the outcome of this Ashley’s quality ControlI guess I will have tosee what happens next Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Our Online Sales Customer Care team has issued a credit to Ms [redacted] ’s account for the returned coffee tableShould she have any further questions or concerns, she can reach the Online Sale Customer Care team by calling ###-###-#### Regards, Ashley Furniture Industries, Inc Corporate Office AB

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner After a full review of Mr [redacted] ’s concerns, we reached out to our retail location for further assistanceOur retail location management informed us that they contacted Mr [redacted] and offered the solution of $off of the delivery fee and $in gift cards and that this was accepted by Mr [redacted] We apologize for any inconveniences caused in regards to this issue and hope that the above solution is satisfactory in resolving Mr [redacted] ’s concernsPlease feel free to contact our retail location ###-###-#### with any further questions or concerns Regards, Ashley Furniture Industries, IncCorporate Office AW

We take your complaint seriously and both the CEO and HR have been informed, as well as spoken to [redacted] in regards to his customer serviceWe sincerely apologize for any inconvenience this may have caused you Your cancellation request on 12/20/has been pushed through but no refund is due for the 1/6/charge since it was not done so within the day notice time frame listed on the agreementA copy of the cancellation form has been emailed to you for your records

Complaint: [redacted] I am rejecting this response because: I do not believe that is enoughWe were guaranteed delivery on 10/4/This did not happenWe wanted to take the piece we ordered homeThis did not happenWe trusted what the sales associate saidIf we were not gauranteed this delivery dateWe would not have gotten rid of the old set and we wouldn't be going through all of thisWe have lost out on additional seating in our living roomWe chose this specific sectional because it fit our awkward living room layoutAnd it's very frustrating to have the opposite layoutI feel that Ashley Furniture can at least provide the minimal compensation I am requesting (Value of the rug) Sincerely, [redacted]

Thank You for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Miss ***’s rejectionWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon receiving the complaint, we have reached out to store management at the retail location Per store manager he has been in contact with [redacted] and she has agreed to allow the corrections to be made to the loveseat They are also refunding the customer $She was happy with the offerRegards, Ashley Furniture Industries, IncCorporate Office ND

The set the customer purchased is what the call " Old World" this set has distress marks, it is how the set is made, they are not defects, it is how the set is madeWhen the table was returned to the customer for the second time, there was absolutely nothing wrong with it, the customer just did not like the distress marks, but again, that is not a defect, that is how the " Old World" set is madebut the customer did not like the marks and did not like that he would not be Compensated ( we could not talk compensation with the customer until after the customer had received delivery, the customer had to give us a chance to make the order correct) so the table was refused for a third time.On the Third delivery the customer did receive a new table and received the arm chair, both the arm chair and the table were fully inspected by our service technician to make sure there were no factory defects or damages, and there were not, both items were in good condition and were delivered to the customerThe customer again, found distress marks( which again is how the table is made, this is not a factory defect or a damage, it is how the table is made and is up to Ashley manufacture standards) the customer was told this time, that if they were going to decline this new table, that they would be charged a 40% restock feeWe would not force a customer to keep an item that was defective, if the table was not up to Ashley manufacture standards then we would allow the table to be brought back and get the customer yet another table, but there was nothing wrong with the table, it is how this grouping is madeThe customer also did not like the arm chair and declined the delivery of that as wellThe customer did however allow us to order a part for the chair to be shipped to the home for him to examine and approve

Thank you for the update from Mr [redacted] As previously advised, we apologize but we will not be assisting any further with Mr [redacted] ’s table Mr [redacted] ’s protection plan coverage is for accidental damage caused by the consumer The protection plan clearly indicates that each incident or accident needs to be reported within days of occurring The plan also states that an “Accumulation” of damages voids the warranty Please reference the attached plan card for all the plan specifics to which we are abidingRegards, Ashley Furniture Industries, IncCorporate Office AB

If a good rate a My experience with this store was a nightmareI just relocated to the Dallas area per my jobI chose this store because it was closer to my new placeI dealt with store representative Valerie, who was at first very helpful and friendlyI explained to her my expectations for delivery because of my schedule with moving to a new cityShe set the expectations that it would take weeks which was understandable due to the holidaysAfterwards she explained that sometimes the shipping comes quicker and "all of my order" should defiantly come before the second week of DecemberThat was completely wrong causing a huge conflictThe only thing that arrived was my bedroom setSetting an appointment is horrible they don't let you know until a day before the time frame that the truck will arriveI finally took the stand to contact the store manager and got the assistant manager to complain about my experienceSadly he wasn't any help, promised to call back, itâ s been two days and I haven't heard back from him

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will be satisfactory when I receive the remaining amount of $which was stated to be mailed out on Friday the 10th Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It took us countless hours on the phone with multiple people to finally get them to react in a positive manner I still believe they would have done nothing to help us if we wouldn't have taken our complaints to the corporate level This company should be reprimanded for their lack of customer service I'm still in shock that a company that relies 100% on customer service to complete sales and make money would fail so drastically in a situation that could have been easily rectified if just one person would have stepped up Regards, [redacted] ***

Thank you for contacting Ashley Furniture Industries, Inc We appreciate that you have notified us regarding Edward [redacted] ’s situationWe 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 found that the delivery was made on 11/1/17, and Mr [redacted] contacted our Customer Care Department on 11/10/When items are accepted in the home, we do go through the process of ordering parts, and scheduling a technician firstA technician was out to Mr [redacted] ’s home, and reported back that parts were needed to be ordered to get the unit up to manufacture specificationsParts were ordered on 11/17, and they are to arrive to Mr [redacted] ’s home approximately the week of 12/For the compensation that Mr [redacted] has gone through with the furniture he received, the management at our retail store location has waived the delivery fee of $ We invite Mr [redacted] to contact our Customer Care Department at ###-###-#### when the parts do arrive, and we will schedule a technician to install the parts at no charge to Mr [redacted] Regards, Ashley Furniture Industries, IncCorporate Office S*

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 another response from Ashley Home Store Corporate! Ricardo has never "reached out" to me as statedAnd, there is no +/- in mattresses - the mattress was placed that way so it would operate and not lift the bed frame up in the airThese are all lies!Sorry, as you can tell I am so frustrated with their lies! Regards, [redacted]

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner After reviewing Mr [redacted] ’s claim, we have reached out to the retail store locationThey have advised they have called and emailed Mr [redacted] They are waiting for a call back to move forward to resolve the issue Regards, Ashley Furniture Industries, IncCorporate Office WH

Complaint: [redacted] I am rejecting this response because:The service representative said that wear and tear is not covered, it would have been ok if it was minor but this issue is for the entire sectional and is very less so ideally they should have offered me at least because I will have to replace the entire sectional The product provided by the business is covered for accidental damages over a period of years and if the products can't even withstand years of use what use is the warranty , they shouldn't offer warranty on their products because even before the warranty expires the product is of no use due to usage They should keep a product expiration date instead of a warranty I'm not going to accept dollar store credit and that too just for living room.Please present my case and let them know that they are being completely unfair.Regards, [redacted] ***

The fee that the customer paid was for a service, that service was completed, the customers bed was installed and set upThe service department did unfortunately have to go to the customers home times because of items that were sent wrong from the manufacture, but the service was completed, that fee went to our service department to complete the service for the customer and that fee can not be refunded, but, we as a store, would like to offer the customer $in gift cards for any future purchasesWe can send them directly to the customers home if she would like