Ashley Furniture Homestore

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.After further review of
***’s complaint, we have found that the manager from the store has been in contact with ***. The store manager has offered a refund of $for the inconveniences we have caused and are working with the warehouse to get the delivery of the exchange for the chair to the customer Regards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for contacting Ashley Furniture Industries, Inc. We 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 Upon review of *** ***’s claim, we have reached out to our local retail store location upper managementThey have advised that the refund was processed today, and the office manager left a message to advise that this was doneWe invite *** *** to contact our retail store location to discuss the refund that has been processed Regards, Ashley Furniture Industries, IncCorporate Office SK

Customer signed invoice on 2/20/2015. Printed on the invoice was ANTICIPATED DELIVERY DATE FOR 03/11/2015. Also Printed ALL SALES ARE FINALEstimated Delivery Date may change. Our Scheduling Department will contact you when your items arrive in Jacksonville. Complaint was
sent to Revdex.com on 3/10/after the Scheduling Department notified the guest that there was a delay. Our records do show customer has taken delivery of all the items. All items, except for a TV stand, on 3/and then the TV stand was delivered on 3/20. Both delivery receipts signedWe apologize for any delays it wasn't our intent on 2/20/to give the customer a date we didn't intend on delivering on, we are aware that things may happen delays, damage, etc. We notified the guest as soon as we could of the delay

Complaint: ***
I am rejecting this response because:The manager left us at the counter on the phone and was no where to be found after we hung up with customer service The manager never stayed in the area to follow up with us We never received any follow up until we left the store and it wasn't the manager.We, as the customer, called the corporate office in Wisconsin They are sending replacement cushionsThe local store has agreed to replace the frame We request the claim remain open until the repairs have been made
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

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,
*** ***

Complaint: ***
I am rejecting this response because: I am not sure who Mrs*** is. Michelle did contact me today regarding my mattress and footboard. A technician is scheduled to come out on Saturday, 12/to inspect the footboard and mattress. I am not sure how inspecting the mattress will fix how it does not feel like the mattress that I laid on and tested in the store and thought I was ordering. Since the day it was delivered, I have been calling regarding the fact it is not what I had tested in the store. I am open to someone coming to my home to look at it, but I have paid $for this mattress that is much more firm than floor models. I will wait to see the outcome of what the technician is coming to do with my footboard and mattress, but this is still not the mattress I ordered when in the store. I am unclear how a technician coming to my home will move us closer to having a different mattress in my home. The mattress in my home is unacceptable. My stepmom and dad were unable to sleep on the bed over the weekend, and my sister and brother-in-law are coming to visit with their 1-year-old mid-January. My sister had a pretty extensive surgery mid-November, and I will not allow this to continue to drag on and put my sister in a position of sleeping on an unacceptable bed. I have offered Ashley Furniture Homestore to pay the difference to upgrade the mattress in my guest room to match the mattress in my and my son’s room. The difference in price is $90. I have requested that and was turned down. Regardless of what the technician is going to do with the mattress when he is scheduled to come to my home on 12/30, it will still be an unacceptable mattress and needs to be exchanged. I do still need the technician to come and fix the damaged footboard though. I request that I pay the additional $90, plus tax, and they bring the other mattress on 12/and remove the unacceptable mattress that is in my home. I apologize for communicating outside of the website, but I am absolutely unhappy with the mattress and have been complaining since it was delivered to my home months ago. I have spent a lot of money on this mattress, and overall in that store and am not pleased with recommendations to jump on the bed, to simply WAIT for the bed to settle….my family cannot use this mattress and we have tried. We have tried jumping on the bed prior, and it simply is not acceptable. - The damaged footboard - The unacceptable mattress
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Hello Revdex.com Team Good Morning! Hope all is well, reached out to our guest and left a detailed message with a call back number for guest to call us back At this tome there are no resolution to this concern, as we are awaiting guest to call us back , when guest return call will update with resolution
.Thanks as always to bring to our attention

Good Afternoon,Thank you for forwarding *** *** concerns over to us.The hardware to fully complete this delivery was ordered on July 28thWe have verified that it was shipped via US mail on July 29thWe have scheduled the assembly to take place on August 6thOnce the assembly has been
completed, *** *** has been informed to contact Customer Care at *** to negotiate the price value of an Ashley Cash card for all inconveniences caused.Thank you,Ashley HomeStore

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 After looking into Mrs
***’s concerns, we have found that an Ashley Furniture technician was sent to assess the mattress on 11/21/This technician was scheduled in error, as Ashley Furniture is not able to assist with the warranty of Temper-Pedic products We did review the technicians report and though the mattress is reading at a defective depression (3/inch), the warranty is voided do to the large stain on the mattress I have included photos from our technicians visit, as well as a copy of the Temper-Pedic warranty booklet for your review We apologize for any inconveniences; however, we are not able to assist any further with this matter Please feel free to contact Temper-Pedic to discuss any mattress warranty information at ###-###-#### Regards, Ashley Furniture Industries, IncCorporate Office AW

[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,
*** ***

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. Management with the retail location are
reviewing all paperwork Mr*** signed at the time of the sale. Management will reach out to *** once they have reviewed all the paperworkRegards, Ashley Furniture Industries, IncCorporate Office KC

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the customer service and merchandise availability.The holiday season is a special time of year. We understand that the pressures faced at this time of year, combined with inconveniences of any type can make a customer feel
undervalued. We do care about our customers, and value each customer. We are making every reasonable effort to satisfy as many of our customers as possible. 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. It is unfortunate that the manufacture supplies and availability do sometimes change beyond our owncontrol. 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.We have confirmed that our customers purchase was delivered in good condition on 12/3/but our customer is dissatisfied with the customer service received Our customer’s satisfaction is important to us As a gesture of good will we will be sending our customer a promotional store credit. We appreciate our customers feedback.Thank you for bringing this matter to our attention.Sincerely, *** ***
*** ** *** ***

Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is acceptable for
now.Ashley furniture explained it could take two to six weeks to get the replacement piecesThey can't give me any specifics regarding the delivery details.Once the pieces arrive it is up to the delivery company to make arrangements.They have not come though on the promises they have made in the past so I am reluctant to close this inquiry until I actually receive the replacement pieces.I acknowledge that customer service contacted me and have told me the pieces are on orderI have never been contacted by consumer affairs after I filed a complaint with them.I am waiting patiently for their arrival
Regards,
*** ***

Our records show you have been in contact with Guest Services in Brunswick, GA and have worked out the issues and they are resolving.Thank you

Initial Business Response /* (1000, 5, 2016/06/08) */
It is our company policy that if a customer picks up their items from us, as opposed to choosing the delivery option, that we require them to be brought back if service is neededWe can't guarantee that a customer has loaded their pieces up
properly, or that the damages didn't happen while they were transporting them to their home
Since this customer stated there was a lot of damage when he picked up his pieces we ordered replacement parts & sent a technician out as a courtesyAfter we replaced the first TV stand the customer then wanted another new one
We offered the customer two different options at this pointThe customer can bring the TV stand back to us and we'd have our senior technicians take a look at it to resolve any issuesHe could then inspect it in our warehouse before taking it with him
The other option was another TV stand that is currently in our warehouseIt has already been inspected and meets industry standardsThe customer had the option to bring the current TV stand back to us & he could inspect this one and have it as a third replacement
Initial Consumer Rebuttal /* (3000, 7, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is there issueI did not want to accept the TV stand that they brought down that day and the tech advised that I needed to keep that one there for now and that it would be replacedI never said it was satisfactoryAlso you did not even address the gift card I was promisedI still expect the TV stand to be replaced in my house or some of my money refundedYou are not honoring what your tech / service department said before
Final Consumer Response /* (4200, 11, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this is not what the prior Service Manager had told meAshley Furniture needs to stand by what I was toldAlso Ashley Furniture again fails to stand by their promise of giving me a gift card for all of my troublesThis has been going on for months nowHad I not called in the other day, I would have never heard anything from themIt is not my fault if the service manager told me things that they do not normally doI expect them to honor what I was told or refund me some of my purchase price
Final Business Response /* (4000, 13, 2016/06/10) */
We will gladly issue a gift card once this issue has been resolvedIt is imperative that you bring yours in because we want to make sure that the one here is to your liking before you take it to your home

[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; however, I have checked my account several times since last week and this refund has yet to reflect on my account It would be greatly appreciated if this complaint could remain open until I see the refund on my account
Regards,
*** ***

We apologize that there was damage to the original mattress and that we couldn't deliver at a specific ***e. We contract out our deliveries and they have a certain route they go on which changes daily. The route is established by a computer program that allows the driver to make the most
stops possible. If they have to make a change in the middle of their route, it could possibly take them to the other side of town and would delay all other deliveries. In addition, we try to all exchanges later in the day. When the drivers leave the warehouse, their trucks are full. If we make an exchange early in the day, we would have to take out the return furniture every ***e we stopped, then put it back in. This would also cause major delays. Again, we do apologize that we can't do a specific ***e, but it looks like the mattress was delivered and we hope you are enjoying them.Thanks!

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** L ***’ 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 Ms***’
complaint, we have reached out to the retail locationThe $amount will be refunded to Ms***’ Synchrony accountStore has sent that refund request nowRegards, Ashley Furniture Industries, IncCorporate Office KC

After speaking with MrSam E*** he has agreed to replace our defective cushions with new onesHe said he would order and should take approximately weeksWe have accepted his offer to replace the defective cushions and are awaiting our new ones, at which time we will carefully inspect and either accept or decline themBut at this time we are accepting his offer to replace to our full satisfaction
Regards
Mike ***

Dear Revdex.com,Please convey our apologies for the delays our customer has 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. It is unfortunate that the manufacture supplies and availability do sometimes change beyond our own control. 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 logistic 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.We will contact our customer and try to resolve their issue, to the best of our ability.Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***