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 belowI would actually like your company's CEO Mr*** *** review this complaint himselfDue to the lack of customer service and how long I dealt with this issues and being ignored when sending emails to *** ***. Regards,
*** ***

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 was told on multiple occasions by the store manager at Ashley that you would deliver and assemble these bar stools in my home I expect you to stand by your wordI am tired of hearing excusesDo what you told me you would do and what we mutually agreed onOur agreement is also in writingI understand that mistakes happen but also expect you to stand by your word and commitmentSurely someone at your company is able to make this right!?
[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 lady lied I never told her I purchased a new set my son is still without a bed and I'm stuck left paying for something I don't haveAlso there were other reports from consumers online regarding this same issueThe bed bugs were found inside the box spring that was stapled up by there company there is no way it came from my homeThe bugs are no where in my house they came from the bed and I believe this is a huge health issue! I live in a home not and apartment and I never had this happen beforeI will be calling the local news station if they don't resolve this issueRevdex.com please into this issue further there were other complaints from other consumers from AshleyThe bugs can love for months without biting I know they came from the bed!!!
Regards,
*** ***

Thank you for the update on Mr***’s claimWe have reached out to our store management at our retail store locationThey have advised that they have refunded Mr*** $164.24, and processed an even exchange for the table Regards, Ashley Furniture Industries, IncCorporate Office **

Complaint: ***I am rejecting this response because:To Revdex.comContacting BB to advise have connected with Sealy Consumer Support.Samatha WSealy Consumer SupportOne Office ParkwayTrinity, NC 273701-800-697-3259Have contacted Sealy in hopes of reaching warranty claim resolution.Sealy was unaware of ongoing now opened warranty claim first reply they could not find any records with advisement 'Sealy stands by Ashley Furniture's determination of warranty claim'.Advised Sealy warranty claim was never processed. Took near months with mediation help of the Revdex.com to receive Inspection Report.Further information requested by Sealy 10/14/sent Sealy cc of email I had received from Ashley.Also due to need for Sealy to pick up now an opened unprocessed warranty claim added details from both mine and Revdex.com efforts do need Sealy's understanding...Ashley's suggestions of altering mattress set prior to being inspected I had refused to do so.Inspection was fair and accurateHad forgot to mention the inspector had no idea Stearns and Foster mattress set was actually by Sealy.Mentioned the duress upon me, my health, well being warranty claim process has been a challenging experience. Contacts from Sealy Friday 10/14/my request of Sealy please process a now opened incomplete warranty claim unfortunately does refresh an unpleasant experience this does not exclude need for warranty claim to be properly addressed and Sealy to know mattress set idle for months inspection was accurate. Estate Lux Plush Pillow Top feature of mattress set over lays or hides the problem with mattress set and the basis and need in opening a warranty claim.Mattress set is under warranty until 2022.My desire remains warranty claim need a mattress set.Actually if acceptable to Sealy in light of experience have endured with Ashley hoping to deter and future or further concerns after Sealy has had time to give full fair consideration might they be agreeable to reaching an equitable refund resolve.Certainly that would be best for my health, future mattress set issues severe business with Sealy as well.Hope with new information communications with Sealy the Revdex.com will be able to once again assist me in reaching a final fair resolution.Thank you.Sincerely, *** *** *** *** *** *** ** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** They say ten days after purchase I was told by them sometime in October which is not right

Date: 6/26/
Revdex.com
Complaint Department
Complaint ID: ***
At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of serviceWe do regret to hear of your dissatisfaction
Upon review of the customers claim we have realized the
customer does not live at the address where the furniture was deliveredWhen the customer purchased the furniture they were aware that we do not deliver or service to the Island they live onAt the time of delivery the customer met our delivery team at a dock to have the furniture transportedPer Ashley Furnitures Sales Order Terms and Conditions our “warranties are null and void if the furniture has been moved from the original point of delivery to the customer.”
On 6/12/one of our customer care agents spoke to the customer and they had stated that they did receive a $gift card and also new cushion cores to rectify the situation the customer was havingUnfortunately due to the location where the customer lives we do not have a technician that is able to reach the customers home to service their furniture
At this point we would be unable to assist the customer any further
Feel free to contact me with any further questions or concerns
(Reference Stoneledge SR# *** or ***)
Thank you for giving us an opportunity to respond to the customer’s situation
Regards,
Ashley Furniture Industries, Inc

[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 okAshley's will not obey contract and give me a refund but promised a prompt delievery
Regards,
*** ***

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 for the most part as long as the gift card is not for the business the complaint is for as I will not likely shop there again.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me and consider this complaint resolved
Regards,
*** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** *** M ***’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 further
review of Ms*** complaint, we have found that she received delivery on 7/27/and while she may have called the store only minutes or hours after her delivery, she still accepted the item and signed for it. Ms*** wants to return the item because it is too big, and she does not like the color, unfortunately those issues do not fall under our “Damaged/Defective” terms. Per our terms and conditions “AFHS (Ashley Furniture HomeStore) 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.” Our terms and conditions also include what Damaged/Defective would be defined as, “The term Damaged/Defective as used herein shall mean furniture that does not meet or exceed the manufacturer’s specifications, including furniture that contains damaged surfaces or parts at the time of delivery to a customer. “Damaged/Defective” does not include (i) markings on surfaces that are distressed as a part of their design characteristics, (ii) inconsistencies that are inherent in natural materials such as slate, marble, stone, leather and other products composed in whole or in part of natural materials, (iii) color, style or other aesthetic reasons and (iv) size, dimensions or furniture returned due to customer remorseMs*** can certainly contact the Ashley Furniture Industries, IncHomeStore she purchased from if she would like to discuss this further, however it is up to the Store Managers discretion whether or not they would allow the furniture to be returnedRegards, Ashley Furniture Industries, IncCorporate Office KC

I wish I could help. Each store is independently owned and operated.
The store the customer talkes about is not this store so I have no way of getting any information for herI do not have a Connie that works for me I am in Kennewick Wanot at all near Seattle
I am sorry I
can not be more help

Complaint: ***I am rejecting this response because: we still believe that we should be compensated, for stress and getting the run around from Ashley furniture management staffWe had to wait for over one month to finally receive the shelves. Sincerely,*** ***

Thank you for contacting Ashley Furniture Industries IncWe appreciate that you have notified us regarding *** ***’ 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 Ms***’
concerns, we reached out to our in-home damage departmentIt was found that at the time of Ms***’ delivery a release of liability was signed and the claim was denied. We have attached this release from for Ms***’ records. We apologize for the inconveniences Ms*** has experienced, we will not be able to continue with the in-home damage claimPlease feel free to reach out to our Customer Care Department at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

[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,
*** ***

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: Alexis- Service Manager
Contact Phone: 260-469-
Contact Email: ***@ashleyfw.com
We have been in contact with this customerWhen it comes to leather furniture there is customer care that does play a role in the
furnitureFading and cracking is not covered by the one year warranty that we offer for out customersLeather items can react to many things to cause the crackingSuch as hair oils, lotions, perfume's and medication are a fewAlso with cracking if the furniture is in a sun room and is not condition correctly we as a company can not be held responsibleWe have offered to help customer with repairs but there would be a slight cost that we were willing to work with her onCustomer has refusedAt this time our offer still standsThank you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Parts and service was not willing to work with meI did research and real leather does not crack or fadeI spoke to Chris the store manager and he said that this in fact is a manufacturing issueThe store manager is one of two people working for Ashley's furniture confirming that this is a manufacturing issueMy is not in direct sunlight and it is well taken care offI don't understand how real leather can crack and fade withing the first months of purchase
Final Business Response /* (4030, 10, 2015/07/02) */
We can not do a refund or replacement of the itemsAs stated in my first initial response to this complaint we can not be held responsible for the way the leather is usedWe are more than happy to take care of the issue but there will be a charge for repairsWe can send a tech out but the same thing will be told to the customerFor us to resolve the issue we can offer to repair at a lower cost than usualThank you!

Hello,We have reached out to *** ***s and have agreed to order the necessary materials to repair the items in question*** ***s is satisfied with this solutionWe will be touching base with him periodically to make sure the repairs are satisfactory. Thank you,Ashley Furniture HomeStore

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability.We have gone to great lengths developing the best “just in time” ordering systems possible and continue developmentThese 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. The delivery fee has been credited back to the account and applied to a new purchase of lamps. We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, *** ***
*** ** *** ***

[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 meAlso, I have paid the account off to which Ashely Furniture representatives have promised to send gift cards to me in an undetermined amount for the hassle of this ordeal
Regards,
*** ***

Thank you for the update on Ms***'s complaint We have reviewed the technicians report from 3/19/ The technician found that Ms***'s mattress measured as a regular king size mattress and not California king as she thought We have entered a credit for the return of the California king bed rails and and a new sale processed for king rails to be delivered to Ms*** The deliver of the correct bed rails and pick up of the wrong rails is currently scheduled for 3/26/ We invite Ms*** to contact Ashley Furniture Industries, Inccustomer service ###-###-#### to reschedule delivery date if the 26th does not work for her. RegardsAshley Furniture Industries, Inc.Corporate officeKC