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 have been trying to respond to the complaint online with luckI am attaching my rejection of the response the company gave.I fully understand that I signed and acknowledged on functional, durable items those which I do not haveWhen speaking with *** on December 30th of last year, he insisted on telling me that I would only be able to replace the bunk beds, regardless of whether or not the furniture matched the set I currently have in the room*** was also adamant on me getting something of "equal or lesser value, if it's higher than I would have to pay the difference"He made me feel as if I was asking to get these items for freeThis is not how customer service should be Today, January 11th, I took it upon myself to visit your Ashley store in Long Beach, CA and asked for someone to assist me in finding full sized bunk bedsAfter speaking with the lady, she regretted to inform me that they no longer carried full sized bunk beds they only had the full size bunk bed with a twin on the topThis made me question why I was getting the run around from the customer service number, could it have been because the one I currently own was poorly made and dangerousMy son was almost stabbed in the face because of the poor quality and design of the bed.Because of my living space I am unable to have two full size bedsI again insist that they pick up their non functional items and credit me the money I have paid. Please see attached pictures of my living situation since November 14, 2015, two months
Regards,
*** ***

Ashley Furniture is the worst thing I have ever been through !!! They have not delivered my furniture and my company had to sit on the floor !!! They assured me it would be here by August and I bought 7,dollars worth of furniture and I am still without my furnitureThey have lied and lied to methey suck so please if you need furniture go anywhere but Ashley !!!! Oh and by the way I bought it in June witch give them plenty of time !!!!

We have since tried to get in contact with the customer in order to fix the issue at handWe tried to contact Mrs*** but the number that we have on file is disconnectedIf the customer could contact the store so we can get in contact with them and go over the resolution

This message is a response to the consumer complaint we were forwarded by you from *** *** regarding the time it has taken for the customer's merchandise to come inWe would like to state that the merchandise takes 2-weeks to come in from the time of purchaseUnfortuantely, sometimes
it takes a bit longer to come in but we are working on getting this delivered as soon as possibleIt appears to be on its way and will be in our store no later than next weekOnce it is there, we will deliver the merchandise.If you have any questions, please feel free to contact me directly at ***@regencyfurniture.bizI handle all of the Revdex.com complaints for the RMS owned Ashley HomeStores within this area.Best Regards,Salem S*Customer Service Representative

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Patricia *** *** Good Morning, I'm in receipt of your emailI have attached a copy of the invoice given to me at the time of purchaseThe location in which I purchased my dining table set was Ashley Furniture Homestore *** ** *** *** *** *** *** *** *** ** ***Their phone number is *** and fax number is ***My customer ID number is *** and sales order number is ***My information is as follows: Patricia *** *** ** *** *** *** *** ** ***phone number is ***Alternative numbers are *** or ***I have spoken to them several times and they have been able to pull up my information with the above information.I also had a scheduled a service appointment for today 1/9/with a Guardsman technician to check out the only chair that they want to repairHowever, I would not be able to meet with them because something came up and I would not be homeI called the technician's office and left a message asking to reschedule my service appointmentI initially made the appointment for a technician to come because I felt pressuredI had received a call from Guardsman's technician saying that they wanted to schedule an appointment to service the one chair that Guardmans Protection Plan would cover and if I did not schedule anything soon with them, my claim would be sent back to GuardsmanI did not want the claim to be sent back to Guardsman Protection Plan because I really need Ashley's and their assistanceI want to resolve the issues I have with all the chairs and not just one chair because they are dangerous to sit on and someone would eventually fall offAll I'm asking is that they repair all of the chairs, the one damage on the dining table, or to provide me with a refundThe chairs are cracking and coming undone with each useThat's all I ask for and I have repeatedly ask them for help and it has been unsuccessfulIn addition, I have explained to them how dangerous the chairs are and they seem to not care.Thank YouPatricia ***

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 fully understand that the company delivery are only on those days so my question is why did they not deliver on Sunday, December 4, the date that they scheduled the delivery of my order? I tried calling them today but the line is always busySomebody called me yesterday and I agreed to have my order delivered tomorrow Decbecause I have no other choice but have ny husband cancel his appointments with clients and wait for the delivery at homeI am still rejecting the explanation of Ashley Furniture because they did not fulfill their obligation to deliver my order on the date they scheduled it originally which is the date I signed for in the purchase receiptsClients like me have a life, a job to attend to and cannot sit home and wait for whenever they can re schedule and re schedule deliveries The item is fully paid and the delivery fee is fully paid. IAsh
[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: It takes over days to get a refund on a cash purchase!
Regards,
*** ***

We have also had issues with our coffee table having scratches on it as well as loose strings and bumps on the sofa. The strings they told us to cut which we considered a closed issue, the table they offered a $refund and/or exchange (but with an exchange it was like a chicken and the
egg situation where we need to match the table with whatever would have been happening with the couch situation). The table is a distressed look style but similar to a pair of jeans that are sold with tears in them, even then you know if there's something wrong with the couch (or jeans) if it's got a scratch (or hole in the jeans) that shouldn't be there. Since this all started we are also now expecting this October so we figured the table conversation should be put to the side in favor of Ashley Furniture focusing it attention on the couch with a gap the size of the grand canyon, knowing our child will one day be not so kind to the tableIn May when we spoke to the Store Manager in person at the Manchester location, we saw another couch as I had mentioned, but we didn't note the price at the time and looking it up online from Ashley's website wouldn't exactly make a difference because the online pricing is often less than in store, and if you want them to match the online prices then it cannot be financed. Here is a link again to the sofa *** where you can see others that have had this couch had similar issues and that we're not just angry customers stomping our feet over some imaginary issue. These reviews didn't exist back then because they were all written in the 7-calendar month period this has been going on for. A review there and here (note the F rating) at the Revdex.com show Ashley Furniture as a whole (one's the corporate and the Revdex.com is specifically Manchester) had made exchanges for some furniture ***/business-*** Here is the folder of information you would be looking for* *** In one photo you'll see how my Uncle had fashioned some extra foam we had laying around into the sides of the couch (to dampen the effect of the gap by pushing the cushions closer together) and the staff at Ashley didn't seem to care that we have a makeshift option on a $2000+ purchase. We look forward to hearing from you and will do what is necessary to either get an exchange or a refund at this point. 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 mannerUpon receiving ***’s complaint,
we have reached out to upper management. A refund has been approved, however it cannot be completely processed until the furniture has been picked up. Once the furniture has been picked up the refund will be completed and the amount being refunded will be returned to the Synchrony account as that is how the items were paid for. At this time we invite *** to contact our customer service department at ###-###-#### to schedule the pickup dateRegards, Ashley Furniture Industries, IncCorporate Office KC

I do have her signed Delivery receipt that "merchandise complete and in good condition except as otherwise noted". There are NO notes on this receipt stating the box had any damage.What is noted on the receipt was that she insisted we load it her way , and we did. I'm not saying the damage occurred during the drive but possibly dropped unloading. My offer still stands that I will give her 40% off regular price of the chest should she want this option

Please see attach response, guest contacted and components order to correct guest concern

We have spoken with our customer and agreed to a resolution

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
Dear sirs. Please accept my lack of response as a wait for action on Ashley furnitureLast Saturday 8/ashley had scheduled a tech to come to the home but again failed to call to verify and did not show up. So working with Dave I thought that they would schedule a tech to come out again on 8/20. This time we did get conformation that we would have someone comeOur thoughts was that it would be a technician but it was people to,pick up the furniture to take back. Again we thought it was for a tech and to see about repair or replaceAfter trying to contact Dave they contacted store and offered to take back just dresser that had problem but we didn't agree because they didn't have a replacement for us and didn't want to let them take it without a replacement. So we are still in process of resolving complaint.
Regards,
*** ***

I did not receive any receipt or other documentation from Ashley Furniture Cape Girardeau, MO I added the only document I haveA business card

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,
***

I am replying to the complaint #***, from *** ***I spoke with the customer yesterday and explained that there is only a year manufacturing warranty on her sectional, except for the frame that is covered for more years' parts onlyIt was delivered on 02/08/not 02/18/She
does carry an extended warranty that is for accidental problemsIn speaking with Mrs*** I was told she has called the company that handles the extended warranty and they are sending her paperwork to see if they will coverI told her if they do not to call me back and we can send our tech out to give her an estimate on how much the labor and trip charge will be to repair ItI am inclosing a copy of her invoice and although the invoice was dated 01/16/it was not delivered until 02/08/If you need any further information please let me knowWe are willing to help this customer to take care of the problem but she will be responsible to pay for the serviceI was unable to find any paper trail of her telephone calls so I cannot address why she was not given the option to have our tech come out for the feeSincerely, Karen FOlums Furniture and Appliance Store Manager

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.The only thing they offered is to send me the copy of terms and conditions at this pointFor the record, this was not provided when I purchase the protection plan.They mislead the pointWhatever it is called "warranty" or "protection plan", their sales person/manager provided incorrect information to sell additional service without providing actual coverageThis is the main pointSending the terms and conditions when the claim was received is not an acceptable solution.I request either they refund the protection plan or provide the repair
Regards,
*** ***

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 mannerWe apologize for the
frustrations and inconveniences we have caused ***. We did reach out to the retail location regarding the gift certificate. The retail location has advised that they have contacted Ms*** and processed a new sale with the chair she had wantedThe delivery is currently set for 1/24/2017. We invite *** to contact our Customer Service Center if she has any further questionsRegards, Ashley Furniture Industries, IncCorporate Office KC

We apologize for the issues You mentioned in you complaint that the issue started before the first year ended which would have allowed it to be claimed under the manufacturer's warranty You shows you didn't try to notify us or the warranty company that would have referred you back to
us almost a year and a half after thatWhy did you wait so long to make a claim? Wear and tear may not be covered under the accidental warranty plan, but even if it was they would have declined it if they were informed you waited another year and a half to let them know there was an issue.We don't have a record of you attempting to process a claim in 2013, do you have any records of this? We show in September of needing the phone number and information for the warranty company.We can get courtesy covers from the manufacturer on this model which we can give you, Just let us knowThe manufacturer will not cover the labor to install them, not after years of ownership They would resolve this type of issue within the first year of ownership.Thanks

Upon review of Mr& Mrs*** claim, we have reached out to the store manager at the retail locationHe has approved for us to schedule a courtesy technician to go out to the customer's home, and repair both of the night standsI have contacted the customer, and spoke to Mrs***, and she has a technician scheduled for 6/22/ Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK