Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the inconvenience the price match and merchandise availability have caused.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 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 verified that our customer is still missing shelves which we have ordered. They will be shipped directly to our customer's home We are verifying our customer’s price adjustments with our store to ensure they are correct. Our customer’s satisfaction that these issues are resolves is important to us.Thank you for bringing this matter to our attention.Sincerely,*** ***Office of the President

Thank you for the update on *** ***’s situation. We reached out to management regarding the old items. We have been advised that the old items were picked up on 2/23/18.Regards, Ashley Furniture Industries, Inc.Corporate OfficeKC

Purchased an electric reclining sofa and loveseat from them in April The front of the sofa is very uneven and it looks as if the cushions are unevenThere is hardly no padding on one side of the loveseat and your right side is down hill when you sit in itIt has a cracking sound when you let the footrest up or downThe arm has a sound and feel like something gives when you put the least amount of pressure on itSomeone from the store was called and after three calls they finally to come look at itHe named all the ways they could fix itAfter a few months, I finally got in touch with him again and he said the cushion is in, but they sent the wrong part for the foot rest problem and he had to send it back for replacementHe said he was going on vacation the next week and the parts would probably be in when he returned in a weekThat was about three months agoThis set has so much wrong with it from the start, but I also purchased a warranty on it but they still have not d

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 and found that on day of delivery the bedroom set was delivered but not the mattress set. The store made arrangements with a delivery crew that same day to go to the store and pick up the mattress set and delivery it to ***. We also compensated $for the inconveniences we caused and customer was happy at that time. Our Warehouse is creating a new sale for the chair that was not delivered and customer will be contacted to schedule a delivery date of that chair. They are also working with our technicians to set up a time to go out to customer’s home to inspect and repair the dresser so it will not wobble anymore. Mr*** should be expecting a call from our warehouse and technician to schedule the appointment and delivery. Regards, Ashley Furniture Industries, IncCorporate Office KC

She purchased her mattress and then she called to say her mattress was saggingWhen we looked at her mattress we found out it was covered in a lot of stuffThere were probably distinct spots on her mattress itself, so that would void any warranty at allShe said she had a mattress protector on,
so we put her in contact with the mattress protector company, and they said they would replace the mattress protector for herBut because of the amount of damage on the mattress they were not going to cover the mattress either

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 the retail location he purchased from. Our retail location has advised *** that he can do a reselection for something of equal or higher price. *** must pay a pick up fee of $and the difference if he decides to get a higher price item. *** has advised the retail location he will be in on Saturday to reselectRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank You for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ms*** 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 upper management at the retail location as well as our warehouse. Per management the delivery fee has been removed from the sale and will not be charged to the customerDue to the delay in production, the delivery has been scheduled for Thursday March 16thThe Sale Manager from the retail location has followed up with customer regarding the refund as well as offered her a gift card. At this time we invite Ms*** to contact her retail location if there are any further questionsRegards, Ashley Furniture Industries, IncCorporate Office ND

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 ***’
situation, we have reached out to the retail location he purchased from. Management has been in contact with Mr***’s wife and advised they would approve for a return of the protector for full refund. We apologize to the ***’s for any inconveniences causedRegards, Ashley Furniture Industries, IncCorporate Office KC

Ashley is selling a product called dura lend which will not last as a furniture fabricAshley will accept no responsibility for itI will not recommend them any thing

Complaint: ***
I am rejecting this response because: I was promised by *** *** on Oct 2014 that the furniture I purchased would be in perfect condition upon delivery and that IF it is
delivered damaged in any way that I could refuse delivery. I was told by *** (last name unk) that same day that this furniture would be inspected before it leaves the warehouse for delivery to my house. After six promises for different delivery dates by Ashley furniture (customer care (sic)) to deliver my furniture, I received finally it at PM today damaged with several large and deep gouges down to the bare wood on the top of the dresser. I told the delivery people that I cannot accept this furniture because of the extensive damage. I told him what *** *** said and he said I had to accept it because this is company policy. he took several pictures of the damaged furniture. this kind of customer treatment by Ashley furniture is totally unacceptable, unresponsive, careless, unethical, and unprofessional. this purchase has been a nightmare. Because of this, I will never ever recommend anyone purchase any Ashley furniture
I want a FULL REFUND of the money asap that I used to purchase this furniture and for Ashley furniture to pick up this unwanted furniture asap
Very upset,
*** ***

Hi Revdex.com Good afternoon! Hope all is well, spoke with guest today and advised that we will not be able to refund her for her mattress & box-spring had delivered on 1-14-15, as guest call in last night and stated her set has beg bugs and she threw it away and had purchased a new set and will
like us to refund her for itApologized to guest for her inconveniences, but advise we will not be able to refund her.Thanks as always to bring to our attention

Complaint: ***
I am rejecting this response because: I have not received a refund nor funds to repair damages to my walls and bannisterI have an estimate for $to repair the damages.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the delivery service hasn't contacted me and the furniture store is not taking responsibility for their contractor
Regards,
*** *** *** ***

Initial Business Response /* (1000, 5, 2016/09/19) */
From: Alyse S*** (mailto:***@ahs-se.com)
Sent: Monday, September 19, 12:PM
To: ***@greensboro.Revdex.com.org
Cc: Alyse S***
Subject: FW: Revdex.com Complaint Case# *** (Ref*)
Attached find
signed delivery receipt from See attached work order where customer called in on Oct about an issue
The manufacturer warranty is for one yearHer warranty is expired and was expired in when she calledThe warranty is also voided if product has moved location (just an FYI)
from the desk of
Alyse S***
Turner Furniture Holding Corp
dba Ashley Furniture HomeStore
***
Thomasville, GA
*** Direct
*** Fax
Initial Consumer Rebuttal /* (3000, 7, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is completely unacceptable I had not had this bed quit years when the head board split all the way down to the baseI was still in the same location as I was when their company assembled the bed I have the pictures and I did show them at that time however they put me in contact with their main office and no one wanted to be accountable for this deffective or improperly assembled piece of furniture That was almost a year ago I moved this past May and in the last month the middle wooden slat has fallen to the floor but then again it only has three and should have support slatsI have taken a picture of the unsigned undated delivery receiptI will send you a copy of that as we of some pictures I took of the split headboard almost a year ago and again before I moved
Final Business Response /* (4000, 10, 2016/09/23) */
See attachedThe manufacturer warranty has expired and therefore is not covered

As I understand it the parts have arrived to your home. We use a third party technician service to handle our service and shortly they should be contacting you to assist. If they report their are multiple issue that can't be resolved or managed we are open to reselection or
refund if necessary. We really need the technician's report to help support the claim for reselection or refund with the manufacturer

Thank you for the update on *** ***’s complaint. We apologize for the issues Mr*** has had, however Ashley Furniture Industries, Incwill not be picking up any of the furniture. We have already reached out to upper management at the retail location to discuss this issue. Management from the retail location has already reached out to Mr*** to advise and explain about the billing issueHe was also advises at that time that we would not be picking up any furniture or processing any refunds. Management from the retail location was going to offer Mr*** a $gift card, however he hung up on the manager before he could offer that to him. Again we do apologize but we will not be picking up any of the furniture or processing any refundsRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on *** ***’s situationWe apologize to Ms*** for the miscommunication and inconveniences we have caused her. The items didn’t deliver on the day she confirmed them for due to the items being on back order. There was a delay in production or shipment and the items didn’t arrive to the distribution center in time to make it on the home delivery truck. We are given estimated dates as to when product is going to arrive at the distribution center. We schedule the home deliveries based off of those estimated dates we are given. The retail location should be advising customers at time of sale that their delivery date could change depending on item availabilityMs***’s situation has been forwarded on to our upper management for further review so that this type of situation does not happen again to any of our customersRegards, Ashley Furniture Industries, IncCorporate Office KC

Hello!I have contacted management and they assured me that a refund request was submittedThey advised that Ms***s will receive a bill because there is no way around itThe refund will reflect in 1-billing cyclesOnce the credit is cleared she can then close out the account Management feels that her finance issue will be resolved within the 1-billing cycles.Please advise if this is a proper explanation of Ms ***s financing concern and if this will satisfy her complaint.Regards,Ashley Furniture Industries, Inc.Corporate OfficeSC

Complaint: ***
I am rejecting this response because: It's not the rails that are missing as stated in multiple emails to *** *** customer care manager at Ashley furnitureAs well as telling multiple care reps on the phoneIt is the under bed storage drawers for both beds and set of bed slatsA gift card does not help since I will never be shopping at Ashley furniture home store due to this experienceThe reason I have not set up a delivery from the listed dates our explained in the email copiedI have explained that I have filed a complaint with the Revdex.com and am waiting to hear about that before scheduling any other deliveries
***, as of today I have not recieved any missed calls or voice mails, from any manager from ashley furniture home store, from yesterdays call to customer careDue to the numerous hours wasted by my wife and I, taking days off work for deliveries to numerous hours wasted on the phone, or on hold with you , customer care, or Burlington ashley furniture home storeI'm done with the gamesI have given you guys multiple attemps to make this order correct and you guys have not followed throughmonths now is ridiculous and unrealisticEvery delivery personal that has attempted to deliver, has informed us, and I quote "that this isn't the first *** UP today" or " sorry,this is an everyday thing for us"With that being said and this last attempt of failure on your guys end again, along with the complete disregard your company, Ashley Furniture, has shown me, my family and my families timeI have request the Revdex.com to resolve this
issueWhat I am seeking is $refund for compensation for our time wasted, plus proper exchange of the under bed storage drawers and set of bed slatsOR a COMPLETE refundI'm sorry it's had to come to this point but I have given you guys NUMEROUS attemps to make this correct and you guys keep failing and wasting our time and money ( due to my wife not getting paid, for taking the time off to be there for deliveries)
on 12-*** from customer care tried to contact me in regards to this and I returned her call leaving a voice mail and have not heard back from herme and my wife's schedule does not work with your delivery times between am and 5pm Tuesday through Saturday we have to take the time off work to meet this time windowsand there always a hour window and even at that we had delivery set up on a Saturday between and and the guys showed up at at night and all we got was yea something happened to the other driverthe first delivery yea totally understand able but more deliveries and every time I ask to please verify that all the pieces our there I cant keep taking time off for deliverydue to the additional deliveries that well over dollars my family has lost due to not getting paid to leave work for thisand now at least moreand I don't even have faith it will be right with on that one
Regards,
*** ***

Thank you for the update on *** J ***’s situation. We again reached out to the retail locationManagement has reached out to *** and offered 50% off of the price that was charged for the mattress and she declined that offerManagement made a second offer of, us picking up the mattress and refunding the full amount which is what her desired resolution is and she declined that offer as wellShe advised management that if we go to her house she would call the police on us for trespassingAt this time there is nothing more Ashley Furniture Industries, Inccan do for this customer since she has declined both offers that were made to herRegards, Ashley Furniture Industries, IncCorporate Office KC