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 mannerWe believe that the issue
described could be a manufacturing defect. We invite Ms*** to contact our customer service line to further discuss the issue she is having with her sofa. Our customer service number is ###-###-####Regards, 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
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.
I greatly appreciate you looking in to the matter on my behalfThe biggest issue with this whole matter is that Ashley Furniture is being rewarded $1,for being terrible at their jobsEvery step of the way they performed below the minimum standards of a businessWhen we went to their store, we told them we needed furniture by a certain date because we were in an empty house and they lied stating they could deliver ALL of the furniture we bought by that dateI fully believe they knew at the time they could not accomplish this task yet they said they could to make the saleThey delivered none of the items by the promised dateThey then said they would deliver all in one day so we would it ha e to take off more days off work, yet they were up to five separate delivery dates when we finally canceled the orderAlso, they did deliver items, but the first delivery date did not deliver all promised items and the second date delivered broken itemsEvery step of the way they did a horrible job, and to get out of a business deal where they lied to get the sale and did not even try to deliver on promises, they are rewarded $for "restocking" of items never delivered and "delivery fee" for broken items The contract I signed does say I will pay the 10% restocking fee, so that is on me, but it also says they will deliver services, which they never providedUltimately, I am upset they are rewarded with my hard earned money for lying to me and deliverying broken and unusable furnitureIt also appears from all their online reviews, this is how they do business with everyone, delivering furniture four months after the promised date and taking your money for trying to cancel on services they do not deliverWhile I understand they are keeping my money for "restocking" fees on furniture they admit they never even made as they said it wouldn't be ready for another monthsI do not think they should be allowed to continue in these practices and purposefully rip off other unsuspecting customers by not fulfilling their end of the contract. The allowances they "offered" was $towards another purchase, where they could lie to me again still not deliver, and I learned my lesson the first time. Again, I thank you for looking in to this matter and while I know it is too late for me, I hope you can do something to prevent this business from continuing these practices for other customers in the upstate. Regards,,
*** ***

This company is the worstI'll spare you all of the gory details - just stay away from this storeGo somewhere else - don't think that the "hone office" of Ashley Furniture will help you either if you have a problem at one of their storesThey won'tThey hide behind the mantra that "each store is independently owned and operated" and won't lift a finger to help you

Dear Revdex.com,Please convey our apologies for the inconvenience.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 usThese warranty terms are publicly available through the
manufacture's website and can be provided on requestIn accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to manufacturing standards I show we have ordered the magnets and latches as well as the drawer to replace for our customer I am showing per UPS, that the last of this order will be delivered today Once our customer is in receipt of the parts, we will gladly send our craftsman out to restore the furniture to manufacturing standards.Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***

Hello,Mrs***, contacted the customer service department on 9/7/at 5:00pmWe immediately contact Montage Furniture Services below is the response from them. We apologize for any frustration Mr*** may have experienced regarding the claim on his power rocker recliner. We
genuinely want to provide a pleasant service experience and, whenever possible, a satisfactory outcome to valid claims for purchasers of our plansWe process many thousands of claims per month and the vast majority of them go very smoothlyWe are sorry that Mr***’s experience did not go as smoothly as we both would wish. We did send out a Service Technician who has inspected the damage and provided a report indicating that a new motor was needed to complete the repair; however, part orders cannot be submitted until we have a receipt on file. Mr*** submitted a copy of his purchase receipt today September 8, 2016, through the online claim portal, and therefore, we can proceed with his claim accordingly Mr*** has been advised of the options as the items are discontinued he will call back with his decision after he speaks with his wife If we need to assist any further we would be happy to do so

Dear Revdex.com,Please convey our apologies to our customer.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 unpredictable 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 appreciate all feedback and will continue to strive for world class customer service.Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***

We were able to speak with our customer, we have agreed to a resolution

Thank you for the update on *** ***’ complaint. We did place the order for the new back to be sent to her. As for scheduling the technician to install it, we request that she contact our customer service department at ###-###-#### to schedule that appointment once she has received the part. Regards, Ashley Furniture Industries, IncCorporate Office KC

We spoke with *** and informed her that she is approved for a mattress re-selectionAlthough she outside of the warranty period, we are allowing this reselection as a onetime courtesy

Mr*** has now sent in 4rebuttalsThe last one stating: 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.Thank you for the respond, ,Unfortunately these are not the document I have requested, I have requested a copy of the delivery residence inspection and release state post condition which has my comments and signature dated on August 31, 2017.You should have received original paper from delivery team when they retained the furniture to your store!!!you sent me the image of the pre-delivery condition of the delivery inspection, which the delivery team has sent it to you before putting the furniture into my houseyou will find my request on the original paper that retained to your store after rejecting the furniture!!!! Regards,*** Al *** This Revdex.com complaint was originally sent over on 9/21/17, and we have provided copies of the information he had requested that we received from our Warehouse. He filed a claim with our In Home Damage department, and there was an investigation doneBased off of the pictures and signed documents provided, our In Home Damage Department concluded that the damage was not caused by the delivery team. I have attached some of the documents that we have received from the In Home Damage Department for you to review if you would likeAlso below is the picture of Mr***’s floor that he reported was damaged by the drive team. Unfortunately, there is nothing more that Ashley Furniture can do for Mr***. Thank you, *** *** ***| Enterprise Homestore Customer Care/ Furniture Protection PlanAshley Furniture Industries, Inc.One Ashley Way | Arcadia, WI

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 at the retail location. Per management the customer is aware that once furniture is picked up, Ashley Furniture will be processing a refundAt this time we invite Mrs*** to contact her retail location if there are any further questionsRegards, Ashley Furniture Industries, IncCorporate Office ND

Complaint: ***
I am rejecting this response because:
I have given Ashley furniture multiple attemps to correct this and they can not get it rightI have offered to either make it right by compensation plus proper exchangeIf this can not be completed I feel a full return plus full refund of orginal purchase price is acceptablethe rails that are mentioned was what I was told on the last delievery and it was only the rails, not the missing storage drawers and slatesTheir policy states that an employee will call if for some reason any item is not included for an upcoming scheduled deliveryNOT ONE employee has been able to confirm prior to any of our deliveries what is coming, NOR have we received a call prior to any of our 6+ deliveries that an item is missingIf this company cannot fulfill their promise and uphold their end of the contract, then how can they hold us, the customer who spent a good amount of money, to the terms of their contract? I have given so much of my time and lost income due to all thisI have attemped to return the (call) to phone number ###-###-#### that is left on the voicemail and its just a beeping soundThe last call I have received from Ashley was 12/05/2014, which I attempted to return the call to the phone number that was leftAgain, we are requesting EITHER complete return and refund of ALL items purchased 6/30/including complete bedroom sets (beds, night stands, dressers, mirror) and office furniture (desk, hutch, side table and chair) OR $refund and FINAL correct delivery of BED SLATS, AND TWO DRAWER ASSEMBLIES INCLUDING RAILS AND DRAWERS
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 manner
Upon full review of the
customer’s account, the store has agreed to issue store credit to the customer in the amount of what was paid for the current mattress. The customer can visit the store at her convenience to use the credit
Sincerely,
Ashley Furniture Industries
Corporate Office
**

Again, this issue is still not corrected and at this point "seeing is believing". My mother and I did notice issues with the furniture at time of delivery - that was notated at time of delivery, but your delivery company made her sign the delivery receipt anyway and notes were made about damaged pieces. Corrections were made - although we were not completely satisified because there were still minor issues with the furniture when replacement parts were brought to us they took the sofa apart and replaced parts of it. At the time of the "correction" your delivery company told us this was as good as it was going to get. At that point, we had no choice but to accept the situation as is because it was non-refundable Also, at that point we had wished we never purchased anything further from your company. Again, we asked about the extended warranty and was told everything that our sales people promised us was in effect even though we received no paperwork from anyone quite convenient. Now there was a message on my answering machine left this past Friday from the extended warranty company stating that all in the sudden they had re-evaluated our claim. Imagine after being told we had no leg to stand on - now all in the sudden they were re-evaluating and now seeing what was available and possibly could be done. However, the message also stated it could take time to see what pieces and parts were available and it might take quite some time to locate what was needed. What we are wondering, why is there all in the sudden a change that we now qualify under the warranty - this makes both myself and my mother very suspicious as this extended warranty company was standing firm that nothing we had was covered because it was not Top Grain Leather. Of course they never called me as promised and saw no need to do so - I was the one that had to do all the leg work. Sound familiar - your company behaves the same way. Also, both my mother and I are still not confidant that anything is going to be done if I agree this issue is now resolved. It still is not and I still want to speak with senior management because neither of us believe your company or the extended warranty company will stand behind what we purchased for any issue. We will only accept once the issue is resolved to our satisifaction. I would not be pushing this hard if your sales people did not advise us that we were covered for everything unless it is intentional damage or bleach - neither of which is the case. It is amazing that there is still no real customer service and to get anything done, a customer has to resort to measures such as the Revdex.com, State Attorney Generals Office, Consumer Affairs, and the TV Stations. Neither myself or my mother need this added pressure or stress, but are tired of being ripped off At this point, as I stated before - our desired result is to have all our furniture in "Like New" condition as it should not go bad just by sitting on it in with an age of less than years. If nothing happens, we do want all the money back we paid for the extended warranty for all the furniture as it was sold to us under pretenses and it would do us no good if your extended warranty company just looks for ways to get out of coverage. This would make the policy on all the furniture worthless. I do not trust and do not like your extended warranty company as it is apparent they are a very unethical company who is just in it to take money and look for ways to decline claims. Also, as we stated, we are done with purchasing any more furniture from any Ashley Furniture Home Store and will never buy any Ashley piece from any other company either. By your organization ripping us off, not proving real customer service, and not following through with promises or customer requests, we are now customers of your competitors. We have spent quite a bit of money with your company over the last couple of years - living room sets and bedroom sets, but now that is done forever. We are people that once a company does us wrong and we say we will NEVER come back, we mean it. We also have since warned all our family and friends not to go to your company for anything as it appears your sales people purposely lie to make a higher commission and managers do not handle "customer service" issues as that is left to that wonder person *** who takes up for the extended warranty company or makes up excuses as to why things cannot be done. We will see what comes of this supposed follfrom the extended warranty company, but at this point, as far as we are concerned this issue is not resolved. Saying something is going to be done is far from seeing it is done. Prove to us that this is going to be handled, but I will keep rebutting this issue until it is resolved properly and as it was promised at the time of purchase. Also, I am still waiting for a call from Senior Management as requested because that is the very least that can be done. There is nothing I dislike more is people in high positions trying to avoid issues when people under them do not care or follow supposed company policy. *** from your Orange Park Store that finally listened to this issue said she requested that Senior Management call me and I have yet to see that happen. We have learned a valuable lesson from all this - NEVER TRUST Ashley Furniture or any of their Home Stores as all they are out to do is take a customer's money anyway they can and forget any customer service Regards,
*** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Erin M A***’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 Erin’s complaint, we have reached out to upper management and our warehouse. Our upper management has reached out to Erin and has advised of the delivery for Saturday 12/31/and they will be watching the delivery closely to ensure the item is in good condition and delivered to the customer. Regards, Ashley Furniture Industries, IncCorporate Office KC

We have spoken with our customer and we are working toward resolution

[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,
*** *** after reviewing the response I called Ashley Furniture this morning to confirm their responseI have scheduled my pickup for next wed 9/I will followup to let you know if it has been resolvedThank you to your staff for outstanding service in helping to resolve my issue and doing it in a timely fashion

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. Management has resolved this matter to my satisfaction with delivery and set up of the back ordered head board For my inconvenience I was given gift cards which I used to purchase a recliner with stool at a marked down price A very nice deal Thank you all for your time in making this right
Regards,
*** ***