Ashley Furniture Homestore

Trying to collect money owed to me, after Mr*** damaged my car while replacing a steering wheel column
Mr*** came out 7-7-to replace a key ignition cylinder in my Isuzu Rodeo He didn't have one to fit my car and we had to purchase/purchase a new cylinder elsewhere Paid him $to complete job We had a death in the family and left for NY which I did not drive my car for a week Came home, 7-15-16, noticed steering wheel was wobbling and I could not get the key out of the ignition Called Mr*** on 7-16-He was supposed to be here on the 18th, no call, no show Shows up on the 19th to correct the mistake and tells us that he needs to replace the whole steering column, because he broke the bolts originally to the steering wheel, hence all the wobblingHe never stated that he broke the bolts when re installing the steering wheel It was only after I called to see why it wobbled so bad that "then" he said that he broke the bolts I had no car for over a

Hello,
I am responding to the
Complaint ID:*** Customer: *** ***-***
*** ***-*** originally
purchased on January 29th, 2016. We delivered their first set on Febuary
6th Mr*** called in on the 8th and said he was
not happy with the ***
mattress and adjustable bases that they
purchasedThe customer service representative that took the phone call tried
to explain to Mr*** that *** does not carry any type of return policy
and the mattress and adjustable bases were not returnable itemsMr*** did
not accept that insisted on reselectingWe went outside of our
policies and procedures and permitted them to reselect under the stipulation
that they knew the policies and procedures and we would not be able to perform
something like this in the futureThey received a new Ashley Mattress and
*** adjustable bases on Febuary 20th Mrs *** then called
in on Febuary 22nd and stated that she again wanted to return the
new Ashley mattress and *** adjustable basesWe explained that we could
not return the items and that was the condition of the reselection, as well as
*** does not allow returns on adjustable bases, Mrs*** took it upon
herself to call ***, they let her know that adjustable bases were not
returnable and there was nothing they could do
As customer service is our top
priority, we have decided to again operate outside the policy and
procedure and approve Mr and Mrs*** to return all of their items for
a full refundWe are scheduled to pick up their merchandise on Wednesday
the 9th

Complaint: ***
I am rejecting this response because:A rep from Ashley Furniture contacted me on 1/14/and I was told she would follow up the next day I have yet to receive a follow up call to propose a resolution to this situation.
Regards,
*** ***

May 4, 2015 Revdex.com of New JerseyWhitehorse Hamilton Square RoadSuite D5Trenton, NJ 08690-3596 Re: Revdex.com Case # ***Consumer: *** *** To Whom It May Concern: In regards to the claim filed against our company,Ashley Furniture HomeStore, on 5/01/by *** ***
*** *** did purchase furniture alongwith a year extended warranty from our store In June of *** *** hereached out to *** Furniture Services to file a claim for some damage foundon his sectional sofaHis claim was approved and he was able to reselect newliving room furniture. Unfortunatelywhat he selected was discontinued and we were unable to deliver. He reselected again and there have beenissues with the arrival of that product. We do understand that this is inconvenient to *** ***. This is a third party extended warranty claimand we cannot refund the original monies used to purchase the original set,however we have agreed to upgrade *** ***’s set to an all power set at noadditional cost to him. The sofa wasdelivered yesterday 5/3/and the loveseat is expected to be delivered tohim on 6/5/ Ourcompany strives to serve all our customers with the best star customerservice and the best quality products in accordance with all policies mutuallyagreed upon at point of saleWe value *** ***’s business; the customer willbe assisted to the best of our ability. Ifwe can be of any further assistance, please do not hesitate to call. Kindest Regards,Corporate Care Manager

Dear Revdex.com,
Please convey our apologies for the damages, and manufacture defects our customer found after picking up the furniture on 11/17/
We support the limited warranty provided by the furniture’s manufacture, and agree that furniture should be free of material manufacturing defects
when received from us These warranty terms are publicly available through the manufacture's website, and can be provided on request
In accordance with these warranty terms we have offered to restore the furniture to show room quality condition However, our customer has declined this offered assistance As a gesture of good will, we have agreed to replace our customer’s Loveseat The exchange was made earlier today, 10/20/14. We want our customer to feel happy with the purchase, and appreciate the feedback provided
Thank you for bringing this matter to our attention
Sincerely,
*** ***
Office of the President

Initial Business Response /* (1000, 5, 2016/07/08) */
RE; Case # *** *** ***
We spoke with the Sales Manager regarding thisIt was handled professionallyThe furniture has a one year manufacturer warranty, The Guardsman Protection Plan covers five years of accidental damages
if
during that five year time span thevarranty isn't used the customer can bring the original paperwork Into the store within days after expiration of the plan) and the amount that was paid for the plan will be issued as store credit to the customerThis plan expired,on December 16, Almost seven months have passed,
If the customer brings hack her original paperwork we will honor the in store credit as a courtesy
Initial Consumer Rebuttal /* (2000, 7, 2016/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, but the behavior by the Sales Manager is still inexcusableI appreciate you honoring what I was told as a courtesy

Complaint: ***
I am rejecting this response because:
iled the intitial complaint on 9/12/- Complaint ID #***I was contacted by an Ashley's representative where a full refund was agreed uponI received a follow up call stating
that the refund was processed on 9/22/As of today no refund has been processed per my financial institutionI have attempted to call Ashley's numerous times but extended hold time and inability to get in touch with anyone that can assist has resulted in no resolution
Regards,
*** ***

Furniture was purchased at the *** ** location Thank you

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 Ms***’s
complaint, we have reached out to upper management at the retail location. Our retail location management has been trying to reach out to Ms***, but unfortunately have not been successful in reaching her. At this time we do still have management working on this and attempting to reach Ms***, however we do invite *** to contact her retail location so that they can assist her with thisRegards, Ashley Furniture Industries, IncCorporate Office KC

[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. Hi this is *** who against Ashley furniture storeMain Manager call me and finally could talk to some one who actually understands this situationI report him about the storeHe talked to the store managerAfter that he call me again now we working towards to solutionI told him that I don't want to contact Ashley Chula Vista location, he understood me and helps meThank you Revdex.com for help meI think he did call me because youThanks again and I wish you all the best!*** ***

Dear Revdex.com,
Please convey our apologies for the inconvenience caused by the delivery delay
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. While it is not always logistically possible, we are making every reasonable effort to satisfy as many of our customers as we are able. Any customer seeking immediate assistance should contact us directly at ***
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
Fortunately we were able to complete our customers delivery on 11/25/As a gesture of good faith our store has already agreed to have the delivery completed at no cost to our customer This refund has been verified and our customer should see the funds post back to the VISA used at the time of purchase once that is completed
As an additional gesture of good will, we are willing to offer our customer an additional 10% discount ($60+tax refund) for their satisfaction. All refunds may take up to business days to process
Thank you for bringing this matter to our attention
Sincerely,
*** ***
Office of the President

Hello , We have recently received a letter from you about a customer named *** *** originally ordered a panel bedWhen she picked up her items and took them home to build she called us asking for posts for her bedWe accommodated her and ordered her postsThe only miscommunication we
had with her was the box springsShe was told no box springs were needed, however she wanted them for her bedWe charged her for those box springs at a low price, this is where she was under the impression that we charged a restocking feeWe tried to accommodate her by giving her no charge on the posts, no charge on delivery to install those posts and giving her a low price on box springsWhen we went out to her home to install the posts on her bed, she called again stating her bed was ordered wrongShe told us she wanted the king size bed not the queen size, we ordered the correct size bed for herWhen her items came in we made her first priority and delivered with no chargeTo further our appreciation we gave her $coupon to accessorize her bed or homeAs for the damages she stated, she did not report back to us on anythingOur team is very good on jumping to action when a customer calls about damage on furnitureWe were not aware of it and would have gladly helped her if we would have known.Thank you

Below is part of an Email that *** had sent to me The amount is different if this matches what you recall I can have our accounting department issue the gift card on our next cycle and it will be mailed to you As I understand it the store attempted to waive additional delivery fees and move up some items to be delivered sooner and that wasn't reflected in the invoice you signed I apologize for the mistake please respond."I spoke with the guest and
I expressed my concern for his complaintI offered him a $gift
card for his troublesHe asked me if it could be taken off his purchase price
and I explained that because he bought works packages it wasn't possibleHe is
fine with that and is willing to take the gift card. As far as getting his
furniture in sooner, there are three items pushing this order out till at least
the 22nd of this month for a deliveryI did not offer or promise him
that his purchase will come in sooner, that would have to come from corporate
because I can not change the date on HOMES to an earlier date in order to
see if it will reallocate the furniture to him sooner."

We won't let them deny claims that qualified accidents cause We try to push every mattress and furniture claim through we can We have binders at each of the showrooms with hundreds of guests that have received full replacements on their furniture Even more have been resolved through repair.These companies give us the money/credit to buy our guests more furniture We favor full replacements over repair since another third party company profits from the cleanings and repairs We are on your side with this, the plan rolls over to a future purchase after the five years is up if you didn't or couldn't make a claim on it We will keep it alive as long as we can so you can make a qualified claim on it.Thank you

I have used Polk lock and Key a few timesI loose alot of expensive keys and he always comes through! I just had him to cut me three extra keys for my excursion, very prompt and quick!

I can certainly appreciate the confusion, but in order to get the corporate online pricing, we need to follow their financing requirements, which states there is a minimum purchase amountwhich your purchase fell well below the minimum requirement, and would have been even lower with the online pricingThere are requirements, and perimeters we have to meet in order to use the Finance companyThey offer different plans, and minimum financing amount according to their scheduleWe need to adhere to them in order to be able to us this bank to offer financing to all our customers who qualifyWe are sorry we are not able to off you what you want, we do not make the rules, but we need to follow them

Date: 3/17/
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 this complain we
see this was submitted on
3/9/but Ashley Furniture never received the complaint until 3/12/On
4/27/the customer received a full refund of their furniture
Please feel free to contact me with any further questions
or concerns
(Reference Stoneledge SR#397669)
Regards,
Ashley Furniture Industries, Inc

Upon reviewing Mrs***’s concerns, we reached out to our retail location for further assistanceOur retail management has reached out to Mrs*** and left a message regarding the credit of $1,that needs to be refunded to her Synchrony accountThey will be processing this right away and it should reflect within the next two to three billing cycles We apologize for this inconvenienceIf Mrs*** has any further questions or concerns in regards to this, please feel free to reach out to our customer care department at ###-###-#### or our retail location at ###-###-####. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

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,
*** ***

[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,
Rahsheeda ***