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 mannerUpon receiving ***’s
situation, we have reached out to our online sales team. The delivery company used was contacted regarding the delivery fee amountThe refund was processed however it was not invoiced. They have now invoiced it so that amount will be refunded as well. We apologize for any inconveniences we have caused. As for an additional amount of 20%, our online sales is unable to do that all they can do is the 100% full refundRegards, Ashley Furniture Industries, IncCorporate Office KC

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
On Tue, Jan at 10:am , *** *** *** wrote:*** ***ID ***Message for Ashley Furniture:How can I trust what you write when: We purchased a Porter set and got a different bed then what was on your *** ** Ashley Furniture Store’s floorWe were then told by the store employee days after the sale and receiving of product, “the Queen is different than the king”, but caught that person in the LIE because *** ** Ashley Store had the King Porter that looked exactly like the one we received(Ashley Furniture LIED to us)The *** ** Ashley Furniture Store Manager *** told us to go through our warranty, which the warranty people denied us because that’s not what they do, which you would think *** *** *** would know that! (Ashley Furniture PUT us OFF)*** *** *** *** for *** ** Ashley Furniture Store, had their warehouse send us out at least a rounded corner foot board, but each time it was the same foot board we had originally received with the Porter bed setFour times this happened!! You would think *** would know what’s in his warehouse! (Ashley Furniture PUT us OFF) *** *** *** *** for *** ** Ashley Furniture Store said he’ll pay personally for his repair guy to come out and round out the corners*** gave us the number and we’d tried getting a hold of the guy for monthsMONTHS!!! NOT EVEN A CALL BACK!!!! MESSAGE AFTER MESSAGE WE LEFT ON ***’S REPAIR GUY’S PHONE!!! (Ashley Furniture PUT us OFF)I went in on Black Friday to confront ***He then said he’d call me when his guy was back down from Northern CaliforniaThat was almost months ago!!!! (Ashley Furniture PUT us OFF)I called customer service to try and resolve the issue, which they said they’ll inform their regionalI asked if they needed my personal information, but she states it came up with caller IDNever even asked to confirm who I was or my numberAND never heard back from Ashley Furniture customer service(Ashley Furniture LIED to us)#3-we would call the store to talk to *** *** *** *** for *** ** Ashley Furniture Store, but had to leave a messageOnly when we came in the store did “some action” try to happen with ***(Ashley Furniture PUT us OFF)Currently going through Revdex.com and finally SOME resolution after a year and a half! You tell us to pick out a set to replace the current set we receivedMy husband and I check your website and found it hard to see the foot board edges, so we decided to go to the *** ** Ashley Furniture store to pick out the closest match we’d preferAND WE DID!! We picked out 2!! Brought the pictures home and found we only liked I then checked online for a prettier picture of the set with the bed to confirm what we like, AND BAM!!! We are shocked to see a different bed onlineAgain, LIES!! (Ashley Furniture LIED to us) So my question to you is: How can I pick out a bed online and trust we’ll get that??? How can I pick out a bed in your store and trust we’ll get that??? How can I trust you’ll send out a guy to repair the edges of our current bed to be rounded??? How can I trust your company at all??? All we have dealt with is PUT OFFS and LIES!! My husband and I were ready to END this nightmare, and end our pain and suffering!!! The last bit of patients is gone, because once again your store has the WRONG product on their floor!!! Product we were going to exchange for our current WRONG product!!! This is our lives you’re messing with!! You lost our trust in you!! As I stated in the last e-mail, you have of choices: Refund our money including interest paid out and take back ALL of the Porter set!If you choose against #1, I will be taking legal action against your company I am currently seeking a lawyer and I will be contacting the pressI’m done playing your game!! Choose to refund our money including interest paid out and take back ALL of the Porter set and I will halt going forward to getting a lawyer and going to the press

Thank you for your response. After rereviewing Mr***’s concerns, we again reached out to our Ecommerce managementManagement is unable to extend a delivery fee refund as delivery team felt the unit would not fit in the home without damaging the sofa or the home We apologize again for the inconveniences Mr*** has experiencedWe are unable to refund Mr***’s delivery feePlease feel free to reach out to our Ecommerce Customer Care Department at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Date: 1/16/
Revdex.com
Complaint Department
Complaint ID: ***
At Ashley Furniture, one of our primary goals is to
provide customers with the highest quality of serviceWe truly regret to hear
of your dissatisfaction
Upon review of the
customers claim we have contacted the
customer and scheduled a technician to inspect the customer’s mattress on
1/22/We want to make sure the customers mattress is holding up to
manufacturing specificationsUnfortunately Ashley Furniture does not return
mattresses once they have been deliveredThe store offered the first
reselection as a courtesyAt this point we will need to wait to see what the
technicians report states before we can do anything further
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR# ***)
Sincerely,
Ashley Furniture
Corporate Office
**

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** *** situationWe take these matters seriously and appreciate the time and efforts taken
by *** to bring this situation to our attention. Our management team at the LA Broadway have contacted Ms*** and have come to an agreement. It appears that she has reselected and will be getting a different mattress that we hope will better match her needs. We apologize that *** had to go to the extent to file a Revdex.com to get her issue resolved. Please keep in mind that the Tempur Pedic Mattress Company is the only company that offers a comfort guarantee. All other mattresses that we sell so not offer this and once a mattress is in the home there is a “no return” policy Please let us know if further assistance is needed Regards, Ashley Furniture Industries, IncCorporate Office SC

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
Sincerely,
*** ***

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,
*** ***

[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,
*** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ghoudsieh H***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
customer’s complaint, we have reached out to upper management at the retail location the customer has purchased from. Management at the retail location is currently looking into the situation at this time. We invite Ghoudsieh to contact the retail location to further discussRegards, Ashley Furniture Industries, IncCorporate Office KC

[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 as Answered]
Complaint: ***
I am rejecting this response because: They lied to us, what they showed us in the store and what we payed for is different with what they deliveredIt is just like that you buy leather and they deliver rubberYou can not tell at the first time, but it started deteriorating withing a few weeksYes they came to fix it by completely removing the fake material from the love seat and replaced it with a genuine leather but I bought a set of pieces including a sofa and a laf cornerAm I going to go through the same hustle again for something that supposed to last for at least about years? Plus, I spent gas going back and forth to the store, too much energy arguing with these rude peopleI believe that we should be compensated They need to stop these bad practices to the consumers.
Regards,
*** ***

New Roman","serif">Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Ms*** and Mr*** ***'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 receiving this complaint we have reached out to all teams involved with the store, delivery service and tech serviceThe stores *** *** spoke with Mr*** *** yesterdayThe customer appreciated the phone call and will be speaking with Ms*** regarding whether or not they want a new dresser or if they will keep the one they haveAt this point we are under the impression they will be keeping the dresser they haveWe will move forward once the customer makes the final decisionSincerely,**Ashley Furniture Corporate Office

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Janet ***’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 a full
review of Ms***’s concerns, we apologize but we will not be able to allow the return or upgrade of the mattressWe are adhering to our terms and conditions that were discussed at the time of the sale. We have provided a copy of the terms and conditions that Ms*** initialed during the sales process which acknowledges she had read and understands the terms of the sale. Regards, Ashley Furniture Industries, IncCorporate Office **

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding ’s Mr*** situationWe take these matters seriously and appreciate the time and efforts taken by *** *** to bring this situation to our attention. Contacted
management at the Burbank Store and they have advised that they sent a request to our Finance to expedite this refund. We apologize for the delay in getting this refund to the customerIt does not reflect well on our company when a customer has to wait to get their money back. We hope that the ***'s will receive their refund soon. Please keep in mind that it may take to billing cycles before this refund will be reflected on their statement. Regards, Ashley Furniture Industries, Inc.Corporate Office SC

We are sorry to hear that the *** family isn't comfortable on their mattress. Any change in mattress will be uncomfortable at first. There needs to be a breperiod.The Comfort Guarantee we offer is for King or Queen Mattresses over $1,000, but a mattress protector must be
purchased in order for the mattress to be eligible. This is spelled out in our policy at http://www.mathisbrothers.com/comfort-guarantee/comfort-guarantee.html. Listed as one of the requirements is:• A mattress pad must be purchased during the same transaction as the original purchase of the Item and must be used correctly on the Item.The Mattress protector was originally on the purchase on 10/1. However, before taking delivery, on 10/10, Ms*** insisted on the mattress protector being taken off of the order. At that time, they were told that if they remove the mattress protector from the order, the Comfort Guarantee would be voided, but they insisted. Unfortunately, because they chose to remove it, we are unable to exchange the mattress. The mattress is still under the manufacturers warranty. This is a year non-prorated warranty. So if the mattress has any flaws within the next years, Serta will fix or replace the mattress.We suggest giving some more time to get used to the mattressIt's a good mattress and should last for years

Thank you for the update on *** situation. We did reach out to our online sales again. We were advised that *** information was given to the service technician company so that they could reach out to her as well as our online sales team*** information was given to them on 3/30/18. The technician company has made attempts to contact Tabitha, these attempts were made on:3/26/left message3/27/10:unable to leave message, line picked up then disconnected3/30/14:unable to leave message, line picked up then disconnected3/31/14:unable to leave message, line picked up then disconnected4/4/11:unable to leave message, line picked up then disconnected.4/9/left messageOur online department has also made attempts to contact customer to get a service technician scheduled with the most recent attempt being on Friday 4/6/18. Messages are being left on both phone numbers that they haveAt this time if Tabitha is still needing/wanting a service technician out to repair the item, she will need to contact our office at 216-282-or the technician company directly at 1-800-774-8700. Please reference number ***. *** claim will be closed on 4/11/due to no contact.Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

Dear Revdex.com,Thank you for making us aware that our customer's response.We have provided the refund requestedThe funds were transferred back to our customers card on 1/21/15, we are no longer have possession of those funds. We have provided receipt of this completed refund. If our customer has not received possession of the funds we recommend she contact the financial institution which controls the cards account.Thank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

Good Afternoon, After further looking into the claim I have found that this customer dos not belong in our purchased group for this region and currently resides in CaliforniaThey are not affiliated with our companyPlease have this removed from our site and redirected to the appropriate
division/company.Please feel free to contact me should you have any additional questions regarding the information provided. Sincerely,*** ***

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
Problem:I have submitted a previous complaint about my delivery (Love seat) being damaged the first delivery date of 7/12/Then I got a delivery for Saturday July 15th only after complaining that they wanted to schedule my second delivery for Monday the 17thI thought that was unacceptableI stated that had we known it would be that long to receive our full delivery, we wouldn't have purchased the couch, love seat and over sized recliner Mccaskill setWe purchased the evening of 7/7/Fast forward to our second deliveryI found a marking on the same area on the same exact cushion on the second love seat that appeared to be a repair only seconds after the last delivery man walked out the doorBarefoot and pregnant, I ran screaming, yelling, and waving my arms at the truck down the street that was only houses away from meThey stopped at the end of the street and I slowed to a walk thinking that they had seen meThey then turned and were goneI walked back to the house and my neighbors were asking why I was yelling and screaming and waving my arms running after the *** truck and I explained the whole story to themI went inside and called the dispatch lineI was in tears and extremely upset at this pointI explained that I found a marking on the second love seat that looked like a repair in the same area that I found the cut in the first love seatThe lady called the delivery men back and I had some other people call to make sure I would be getting the delivery picked upThe men came back and picked up the love seat that was "repaired" and took it awayThe one gentleman told me that there was no way the love seat back cushion could have been repairedI insisted that I know what repaired leather looks like and I got upset once againI got a call from Grady and he said that *** would like to offer me compensation over these issuesThat was the same day as my Saturday delivery 7/15/Then I got a call from John on 7/23/and he said that he could give me a $gift card to *** FurnitureI told John that I would not accept that as compensation, stating that I would NEVER shop *** againHe said he'd see what else they could do for me(That was AFTER my 3rd delivery, which I FINALLY GOT ON 7/22/It took weeks to get my furniture set, undamaged.) John called me on 7/25/and told me that he could only offer me $gift card to *** FurnitureI once again told him I wouldn't accept that since I would never shop *** Furniture againI believe I deserve compensation in the form of a reimbursement to my account and NOT a gift card to a store that I will NEVER SHOP AT EVER AGAIN! I TOLD *** furniture in my previous complaint that if my delivery didn't go well on Saturday the 15th, I would NEVER come backAnd they sent me a repaired leather love seat that APPEARED to have been the previous damaged love seat that I first received on 7/12/I have photos of BOTH these items and can produce them to *** FurnitureI feel cheated by ***I feel that they only finally got it right AFTER the second love seat problem that sent me through the roofI feel that they expected me to accept a repaired piece over a non damaged, non repaired love seatI feel that their "quality" and "inspection" process falls short of what it should beIf I could go back, I would have NEVER accepted ANY of the piecesWhen *** delivers furniture, the whole SET should be in acceptable, undamaged conditionNot just a couple pieces*** should NEVER send out repaired furniture as "New/Undamaged" as this is advertising and NOT what I paid forWhen a supervisor tells me that I am going to receive compensation, I expect it to be a dollar amount refunded to me or a refunded dollar amount to my credit card accountNOT A GIFT CARD! I would NEVER spend MORE money at a store I could never trust againFor *** furniture to think I (or anyone) would accept that as compensation after what they put me through, is down right ludicrous.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want a credit to myself or my credit cardI DO NOT WANT YOUR GIFT CARD! I told *** that I would never shop with *** furniture stores again!!!!
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ***they are so lies, they did not picked up the defective itemmore then one timeThe chair arms is smaller then the other one and when you set on one end of the sofa it goes downThey trying to make Revdex.com.think that they have took care of this matter but the having they are telling lies, she told me to come down find something else and I told her to give me time because I just had surgery on my kneeShe said okay I will call you back and they don’tThere is so many people are complaining about their itemsBeen defected

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 mannerAfter further review, we have
found that there is still an even exchange in our system for Mr***. This exchange is currently scheduled for 4/21/2017. We are bringing out new chairs and will be picking up the old chairs at the same time. If at time of delivery Mr*** has an issues with the delivery team we ask that he contact our customer service department at ###-###-#### so that we can assist him while the delivery team is in his homeRegards, Ashley Furniture Industries, IncCorporate Office KC