Ashley Furniture Homestore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am made multiple complaints since march , but my complaint is not being entertained.Ashley gave me matress of different density which is a cheatingThey are not addressing my concernThey are insisting on only one criteria which is if the matress is not inch doen its not faultyMy concern is that I recived mattresse of different densityI purchased all firm mattresses but they delivered soft mattressThe technician has no way to measure the difference in densityI was cheated by them and I made many complaints in one year and they did not address it
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The store is offering me a store credit only, which for me is doesn't make sense If they misrepresented the quality of their furniture the first time around, what should make me trust them again to get more from them Also, they are insisting that I sign a letter agreeing to their "kind offer" and waiving any rights for me to sue or get just satisfaction The reason I cannot use their store credit, in their letter they state that it cannot be used with any other offers they may have or any other promotions, thereby limiting me to what they offer in the store room at the time Usually they offer up to 50% discount However, if I choose a new set and have to pay double their "discounted" cost, I will end up having to fork over more money and that is not fair or acceptable to me This means that their offer of $will amount to only $ I am still paying off the financing of the original purchase of over $7, So where do they think I'm going to come up with more money to finance from them? In addition to their offer, they are going to take away any warranty that should be applied to anything that I might purchase Their letter is stating that the leather for the couch is due to wear and tear, which as I stated before is absolutely not true The truth of this matter is that the set is not made of actual leather as they told me when I purchased it, but it is some sort of leather look-a-like material Because in order for something like this to wear out in a little more than two years, is ridiculous Even leather, with a bunch of kids jumping on it will not peel in this manner in such a short time Leather does not peelI will not be satisfied unless they refund me at least 50% of my purchase price FYI - I am still sleeping on the floor with my bad back, because they cannot do what is right to satisfy their wrong doing *** ***
Regards,
*** ***

Dear Revdex.com,
Please convey our apologies for the inconvenience our customer has had with warranty issues
Our customer has received a credit from the manufacture for their sofa and loveseat.
Thank you for bringing this matter to our
attention
Sincerely,
Kris D***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com,Please convey our apologies for the inconvenience the multiple deliveries caused .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 unpredicted logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts. We value our customer’s feedback and will thoroughly examine the described events.Our customer has told us that with assistance she corrected the assembly problem She also clarified that there was no behavior from the drivers that caused her to feel unsafe, but rather the concept that they were having to come back to her home multiple times We truly appreciate our customer’s patience and honest feedback.Thank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** ***’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 the retail location regarding his request Management has agreed to allow the return of the undamaged piece for a refund of monies*** will be going to the store on 9/22/to return the itemAt this time if *** has any further questions, we invite him to contact the retail locationRegards, Ashley Furniture Industries, IncCorporate Office KC

Complaint: ***
I am rejecting this response because: I explained to the tech that it was not only the middle leg support it was the ENTIRE frameHe told me I was wrong that it was just the middle leg supportIt was the middle leg and the entire frame itself that it falling apartThe middle leg support has ruined my hardwood floors because they are not on correctlyThe wood is warpedI did not wait a month to callI have been calling the store directly leaving messages for Jerry the manager who has never returned my callsThe store has done nothing to help meThe repair company (Saul) states they can't come out until July 2ndThis is not acceptable! They did call me today stating they can come out tomorrow however I do work so a last minute Friday opening does not work
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The business is not providing fair solutions and already says they refuse to accept the bed for exchangeThey contacted me on 8/3, I returned the call and spoke with a male who advised he only contacted me due to my complaint to your officeHe mentioned that he was calling to inform he would be responding to Revdex.com with photos and closing the caseAfter back and forth and him informing that the serviceman from the third party company reported that the bed was up to standard, I asked if they spoke with the guy for providing conflicting information, Ashley's response was noI asked was measurement numbers provided from the initial inspection and none was submittedTherefore their only offer is to send a second serviceman who will submit numbersI don't know whether its craftsmanship of this particular bed but it doesn't have the same feel as the showroom bed which I did not feel the need to measure nor did I know what size the showroom bed was at time of purchaseI came in and asked for a Queen, I expected a Queen as we all know it to beHowever quality of some sort was compromised with my bed at home because it is not the same comfortability and I feel it could be due to the improper sizing or craftsmanship of some sortRegards,
*** ***

Thank you for bringing this matter to our attentionWe will be reaching out to the customer to discuss all available optionThanks

We are attempting to reach our customer so that we may work toward resolution

Dear Revdex.com,Please convey our apologies for delays our customer experienced.We have gone to great lengths developing the best “just in time” ordering systems possibleThese systems provide our customers with the most accurate merchandise availability predictions for delivery or pickup
that can be provided Unfortunately, we are sometimes faced with unpredictable logistical short falls that impact merchandise availability, our delivery/pickup systems, or our communication efforts. We value our customer’s feedback and will thoroughly examine the described events. As a gesture of goodwill our store agreed to cancel and refund the sale to our customerRefunds may take up to business to process Once refunded, it may take seven to ten business days to be reflected on a customer’s account, if they receive their statement electronically. They take one to two billing cycles to be reflected on the account, if they receive their statement in the mail.Attempts 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 attentionSincerely,*** ***
*** ** *** ***

We have reached our customer and have discussed resolution

The refund was processed earlier this week and has been sent to the financing company the customer used to pay for the purchaseIt may take a few days for them to process it on their endThe customer should check with them with regards to the length of time it will take for the refund to show on the financing account.Regards,**Ashley Furniture Corporate Office

Our warranty representative will reach out to you to resolve.The protection plans we sell don't cover everything they cover almost all accidents caused by people under use. They will also cover some pet accidents. As I understand it the issue wasn't caused by an accidentSo if it
was a tear, dent, scratch, puncture, spill, etc, due to an accident, we would have the warranty company repair or replace. Thanks

Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding *** ***’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
While
we
understand Mr***’s frustration, we are working dilgently on getting the
remaining items delivered to him as soon as possible. We do advise our customers at the time of the
sale that product delays can occur and could result in a back order status. We also disclose this information on our
terms and conditions which he was provided during his sale. We have notified Mr*** of the back order
on his items and will continue to notify him of any changes as they occur
Regards,
Ashley
Furniture Industries, Inc
Corporate
Office
AB

Thank you for the update on Ms***’s complaint. We have reviewed the customer’s information along with the pictures she sent in. Although Ms*** is outside of her one year manufacturing warranty we are willing to offer her in store credit in the amount of $plus tax for the items in question. She is able to use the in store credit at the store location she originally purchased from on any items at the store. The items she currently has in her home are hers, we will not be picking up those item. We invite Ms*** to contact our customer service department at ###-###-####Regards, Ashley Furniture Industries, IncCorporate Office KC

***, We will just go ahead and refund the customer and pick up the furniture Thanks, *** ***

I apologize for the confusion and issues you are getting from the store.To review the complaint, it was clear that to get to the months financing, protection and delivery were required. Although Tempurpedic has it's own warranties the support of the third party warranty and the delivery
service reduces any expenses to claims. For instance if you spill a cup of coffee on your tempurpedic, that voids the tempurpedic warranty, and those issues are picked up by the third party warranty company. We view this the same way as a bank that requires insurance on anything they finance, the bank wants to make sure the item stays new through the payment processIn the complaint you were not happy with the requirement of protection, and *** or the store attempted to reduce the impact by getting an approved $credit to make it more appealing. They couldn't complicate the promotion so they looked to get you $credited towards another item or items. Pillows was a favorable option for you according to the claim. You paid $to your account, total for two tempurpedic pillows.So if the store correctly processed the returning of the pillows, it should have been a $refund to your account and a $store credit when the pillows were returned. Instead they refunded you $298.00. Sent to our *** *** on 1/2/2015. The price of symphony pillows without tax. I can see the argument were the inability to use the credit is actually costing $because of tax. So a refund for $+ $= $304.99If you are seeing the same please let us know and we can credit the account another $6.99.Thanks*** ***

Dear Revdex.com, We have made this agreement with our customer The promotional credit has been sent by mail, as requested Please allow up to business days to arrive. Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Huy L*’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerOur Terms and Conditions do state that
if there are delays in our supply chain, you will be contacted by Customer Care to choose a new delivery date. These Terms and Conditions are acknowledged by the customer at the time of the sale. We do apologize for any inconveniences the delay has caused. We do have the delivery currently scheduled for 1/25/17, and Huy will receive a call two days prior to that with a hour time frame windowWe invite Huy to contact our Customer Service Center at 1-800-240-for further informationRegards, Ashley Furniture Industries, IncCorporate Office KC