Ashley Furniture Homestore

Thank You for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Miss [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 mannerUpon receiving ***’s complaint, we have reached out to upper management at the retail location Per management there has been a 100% credit offered to the customer for her concerns with her reclinerAt this time we invite Miss [redacted] to contact her retail location if there are any further questionsRegards, Ashley Furniture Industries, Inc.Corporate OfficeND

We will refund the full amount he paid This seems to be our only resolution at this point

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 Sincerely, [redacted] ***

We are attempting to contact our customer to work toward resolution

Dear Revdex.com, Please convey our apologies for the experienced confusion.We are constantly working to develop and maintain the best customer service standards in our industryOur 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 expectationsUnfortunately we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication effortsAs a gesture of goodwill our store agreed to provide delivery services at no cost to our customerWe will issue a refund of the additional delivery feeAll refunds can take up to business days to processAll price matches must be requested in person during the sale period As a courtesy to our customer we are currently working with the local store to review the price match requestWe value our customer’s feedback and will thoroughly examine the described eventsAttempts to reach our customer directly to discuss this matter have been unsuccessfulWe will continue attempting to reach our customer so this may be resolvedThank you for bringing this to our attention.Sincerely, [redacted]

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 belowI have aalso attached a photo of my room immediately after delivery on Feb 17th Please note how a box spring, a mattress and a nightstand are missingI specifically asked the delivery drivers to annotate what was missing and apparently nothing was annotatedI immediately called customer service as the drivers had instructed and got in touch with the warehouse on March 12th to pick up the remainder of my furnitureI was not minutes from the warehouse when I received a call from the warehouse manager saying he would not give me my mattress or box springI later called in late November early December about it again, as I had often contacted to get this horrible issue resolved, and they had altered my receipt in their file saying that I had never ordered a mattress or box spring while I am holding the original receipt in my hands detailing what I had purchasedI am appalled that it has been a year and I still don't have what I paid for, this is ridiculous and this is a scam at bestI have since moved to a new home and am months away from a deployment so I would really like to get this issue resolved Regards,

New Roman","serif Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ms***’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 the tech report and tech photos taken on 9/5/14, we have decided to file in the customer's favor and exchange the tablesWe will contact the customer as soon as the exchange processes through the system to schedule a delivery and pick upWith regards to the customer's concern with Guardsman, their company covers accidental damages stemming from a single incidentThose types of damages need to be called into them within days of the damage occurringThis incident in question would not fall under their plan as it has been happening over timeIf there are any other questions or concerns regarding Guardsman's coverage we invite the customer to review the literature provided at the time of sale or to contact Guardsman directly at ###-###-####Sincerely,**Ashley Furniture Corporate Office

Dear Revdex.com,We have received no response from our attempts to contact our customer directlyPlease convey to our customer that the “rails” which we have had scheduled for replacement include the storage (they are part of the same item from the manufacture)We realize that our customer is unhappy with us, we have offered the promotional store credit in lite of that Several discounts have already been provided, we will not issue an additional discount We support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of material manufacturing defects when received from usThese warranty terms are publicly available through the manufacture's website and can be provided on requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition.We offer scheduling of delivery services from Tuesday through Saturday each week in most areas until our maximum capacity for deliveries is reached on a given day Any customer may contact us and chose a day that best first their personal schedule.We are still willing to provide the exchange when our customer is ready to schedule this delivery, or the rails may be exchanged at our local warehouse.Thank you for bringing this matter to our attention.Sincerely, [redacted] ** [redacted]

Complaint: [redacted] I am rejecting this response because Ashley has not confirmed the time of pito be before noon on Friday, June 3rdI am having a bed from another company delivered between 12-and need the room cleared before they arriveThis entire issue has caused my family and me a lot of inconvenience to a fact that my 95-year old grand mother has had to sleep on a mattress on the floor to avoid falling off the bedI had to call out of work a few times because of thisI cannot disassemble the bed and move it myself so I need Ashley to pick up the bed before noon on Friday and provide a full refund immediately Regards, [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 meThe furniture was delivered after hours and outside of the agreed upon delivery time frame As a result, the response to the last Revdex.com communication was completed just prior to the furniture being delivered.I'm satisfied with the furniture that was delivered, however the experience with Ashely has been less than satisfactory Regards, [redacted]

After a year of ownership you shouldn't have these issues, but a claim will have to be made with the manufacturer for defects Our customer service department will reach out an get you the packet Sealy needs to process the claim If approved they will provide you with store credit to change out the mattress for one that may have better support Thank you

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding [redacted] ’ situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerUpon further review of Ms [redacted] ’ complaint, we have found that a technician was sent out to assess the items Our technician has found no manufacturing defects with these items This was explained to Ms [redacted] as well We did reach out to management, who have decided to allow a ONE TIME courtesy reselection of the sofa and loveseat even though there are no manufacturing defects with the itemsAt this time we invite Ms [redacted] to contact out customer service department at ###-###-####Regards, Ashley Furniture Industries, IncCorporate Office KC

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 mannerAfter reviewing Mr***’s concerns, we reached out to our Ecommerce management and the fulfiller we use in MassachusettsThe fulfiller spoke with their delivery team and they informed us that they were un comfortable with attempting the delivery as they did not want to cause damage to the sofa or Mr***’s home We apologize the inconveniences Mr [redacted] has experiencedWe are unable to assist further as the delivery team did attempt delivery but made the observation that the sofa or home may be damaged in the process Please feel free to reach out to our Ecommerce Customer Care Department at ###-###-#### with any additional questions or concernsRegards,Ashley Furniture Industries, Inc.Corporate OfficeAW

I apologize for the issues Apparently it took some time to nail down a technician to assist in the area you moved to The warranty does cover you if you move, but if no technician is available that could add time to the process.I believe you have been in contact with corporate customer service and they should be able to assist you

Dear Revdex.com,Please convey our apologies for the inconvenience our customer is experiencing.We use a number of technological, inventories,and generally accepted accounting practices as safe checks to help ensure that our customers are billed correctly These processes are very important to us, and help ensure the satisfaction of our customers Though extremely rare, clerical errors, such as number transposition, data entry mistakes, and manifest errors can cause inconveniences When an issue such as this arises we are committed to isolating the problem and fixing it as promptly as possibleIn regards to the damage to her sons bed; we support the limited warranty provided by the furniture’s manufacture and agree that furniture should be free of manufacturing defects when received from usThese warranty terms are publicly available through the manufacture's website and can be provided on requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality conditionAttempts to reach our customer directly to discuss this matter have been unsuccessfulWe will continue attempting to reach our customer so this may be resolvedThank you for bringing this matter to our attention.Sincerely, [redacted]

We spoke with our customer this morningWe have agreed together on the resolution

While we understand Mr. [redacted] is not satisfied with the resolution of the situation, we stand firm behind our decision to deny his request for a further refund. Mr. [redacted] accepted the partial delivery of the available items knowing the remaining items were to be delivered at a later date. Mr. [redacted] chose to cancel the remaining items to be delivered. We have a no return and no exchange policy regarding mattresses, foundations, and pillows, and Mr. [redacted] acknowledged this policy at the time of purchase. We have provided the BBB office with a copy of the signed policy. Mr. [redacted] has been issued a refund for those items cancelled pursuant to his request and in accordance with our terms and conditions of sale.Regards,Ashley Furniture Industries, Inc.Corporate Office AB

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution has finally taken plase; However it WAS NOT RESOLVED Jan as they have submitted Regards, [redacted]

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. We do not want to see this closed until we have realized resolution. I am traveling in the Phoenix area at the moment, but will return next week. I spoke to my wife and asked her if anyone apologized. She said that [redacted] did in a very sarcastic tone. I still want to talk with the CEO or an officer of the company. I just don’t know how anyone is allowed to be treated the way we have been treated and stays in business. We are hearing that this same thing has happened to at 3 other people in our community. [redacted] also accused my wife of lying by telling her that what she was saying couldn’t be true, because his salesman has worked for him for years and would never make the representations she was saying he did. Funny, what the Salesman was saying when we bought the furniture regarding his management showed that he was disgruntled. We felt bad for the salesman when we were trying to work with him on the sale. When he introduced the manager, he was short with us in his conversations, which was a red flag to me, but we trusted the Salesman at the time. The same sales person that we were told was at lunch several times then later in the day told, “oh he left for vacation this afternoon. We have been lied to, accused of lying and had the poorest customer service that we have ever experienced. I believe this should stay open until we see actual resolution. Thank you for your consideration. ***.

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 mannerUpon further review of Ms [redacted] ’s complaint, we have found that she did contact our customer service department and had a service technician out Our service technician advised in his report that the cushion cores needed to be replaced and he repaired of the items only due to running out of time We did leave a message for Ms [redacted] advising she could call back to reschedule the technician to finish the repairs on the 3rd unit We also advised due to being outside of the year manufacturing warranty, she would have to purchase the cushion cores if she wanted those replaced We apologize for any inconveniences we have caused Ms [redacted] We would like to send her the cushion cores as a courtesy and get the technician rescheduled to finish the repairs on the last item At this time we invite [redacted] to contact our customer service department at ###-###-#### to schedule the technician to finish the repairs At the same time we will order the cores, however Ms [redacted] would be responsible for installing those herself as the units have loose cushionsRegards, Ashley Furniture Industries, IncCorporate Office KC