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 appreciate the time and efforts taken by the ***’s to bring this situation to our attention. We would
like to thank them for allowing us the opportunity to take control of their situation. The Sales Manager at the Santa Clarita Store met with the customers and came to an agreeable resolution. The ***’s were offered a reselection, but choose to keep the furniture as is and were given a $refund Once we apologize for the miscommunication in respect to the ***’s furniture. Our sales staff does go through rigorous training but since we sell so many diverse items, it is sometimes hard to stay on top of all the products and services that we offer Regards, Ashley Furniture Industries, IncCorporate Office SC

Complaint: ***
I am rejecting this response because:Is this a Robt ? I made it very clear that I would not do business with you or your affiliatesYou have betrayed my trust
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

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 ***er Upon full review of Mr
***’s concerns, we have scheduled a one-time courtesy technician to attempt to remove the food stains from Mr***’s sofa and loveseat. There may have been some confusion as to when the specific incident occurred. The protection plan Mr*** purchased clearly states each incident and/or accident needs to be reported within days of happening. Our records indicate Mr*** advised the agent the specific incident happed a few years prior. We requested photos from Mr*** to see if the agent misunderstood the date the issues occurred during the original call. The photos provided by Mr*** show evidence that the stains were not recent and had been there for quite some timeThere was also an accumulation of stains to which the claim was also denied based off the terms and conditions of the plan We feel we are making a good faith effort to assist Mr***. The scheduled technician is a courtesy. If the stains are not successfully removed, we will take no further action to resolve the issue. We have provided a copy of the Protection Plan that was purchased along with the photos that Mr*** has provided Regards, Ashley Furniture Industries, IncCorporate Office AB

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Raffi Y***’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 Our retail location has
been in contact with Raffi to come to a resolution. The Delivery fee of $has been refunded. The items were delivered on Friday 12/17/16. Should Raffi have any further questions or concerns, we invite him to continue to work directly with the retail location Regards, Ashley Furniture Industries, IncCorporate Office AB

Good Evening,We do apologize for the delay caused by an upgrade to our operating system. Our records indicate the refund was processed on 1/26/15.Sincerely,Ashley Furniture HomeStore

[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,
*** ***

The furniture purchased in is 100% top grain leather in the seating areas and in areas where the body rests, as advertised

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 This complaint has
been forwarded to our upper management team for review. We will update the complaint with more information as it becomes available Regards, Ashley Furniture Industries, IncCorporate Office AB

I apologize for the issues We have forwarded the issue to the delivery service and they will follow up with the guest to resolve

Thank you for the update on Ms***’s complaint. The refund has been processed, our Finance department had to wait for the paperwork to be sent over from the store she purchased from. The refund amount is $and the check will be put in the mail on 8/24/This is being mailed from our Corporate Office located in WisconsinRegards Ashley Furniture Industries, IncCorporate Office KC

Thank you for forwarding *** *** concerns over to usWe have made attempts to reach out and resolve the matter

Complaint: ***I have to work for months through the local store in *** ** and was told continual incorrect, even offensive, informationIt was ONLY since I contacted the Revdex.com that "suddenly" my items were available for pick-upHow sad that a business can only provide service when it becomes a matter of public complaints through the Revdex.com After the original pidate of Jan 24, passed no employee of Ashley provided updates on the order status for more than two monthsI had to go into the store multiple days, make repeated calls, emails to customer careDuring this time I was told by the customer service manager "If my future Ashley purchases are in a higher price point I can be guaranteed improved service." I was told repeatedly Ashley does not invest time into fulfilling piorders of sale or clearance itemsAt the time of purchase that view of customer service was not explained Service should be equal without regard to price pointOur future furniture purchases will be made elsewhere since Ashley does not provide this equality As with this purchase, we make frequent furniture purchases to give free of charge to othersWhen we are making donations to people in need of new furniture I do not appreciate such rude service by a store.At pick up I was given my items and additionally other customers' furniture as the front office made yet another mistakeI was the one that pointed out the errorThe employee said "you should not have said anything that way you could have received free furniture." The honestly and integrity of the store is dreadful I am an honest person and only picked up the items that I purchased. In total we waited nearly months for items that were promised to us months priorThe day I went to pithe items I was told in store that the ONLY reason the items came in was because a complaint was filed with Revdex.com and this provoked a speedy response from the company outside the local store. That is a pitiful way to maintain a business Contrary to the President Office claims, attempts to contact me were not initiated by any employee of the store until I contacted the Revdex.com. I have picked up the items and my dealings with Ashley Furniture have endedHowever the issues were not a slight misunderstanding that can be nicely tied up in a bow by the escalation office My time invested in months of trying to receive the items I had paid for while being treated rudely by employees should not be ignored or swept under the rug.
Regards,
*** ***

Locally we don't have a way to manage the quality control of a drawer shipped from the manufacturer directly to you There is no charge to us or you for the drawer they manage this as a courtesy If two drawers shipped are not of a quality you would expect the next option would be to
change out the dresser The cost you paid for the dresser for our records shows $ We have already credited you $for the delivery issues The manufacturer's parts department quotes the drawer at a cost of $ If you would rather a $credit over an exchange of the dresser we can accommodate that Please let us know, thank you

one the name in the contract is *** *** not *** ***.second yes I spoke to the manager name ruben he was really rude and yelling at me *** *** because he had told me ill make a delivery date as soon as possible that was on the date may 10, on may I called him because on may he said if I dont calle you tomorrow calle me back so I called and thats when he got made and said what do you want I dilevered the sofas on the day you wanted, I told him I called you because you told me to call you if I didnt hear from yousince then they been setting up appoinments for delivery and everytime they call me to confirm the shipping and I have does on text messages saying that there on the way and they never arrive because they call me at the last minute saying the same reason they are damagei spoke to another manager on the of may confirming the delivery and they said yes im positive 100% that we have it so I told them ill rather go and pick it up for no more excuses they said fine your appoinment is at 9:am on thursday morning my dad ignacio *** went and they told him o we are sorry is damage is broken he said again so he called me to let me know and I told him tell them that you want to see it to make shure its there they said no no pictures or your not aloud to see, they said call the store I said no im tired of this alreadyis been almost two months in the half of my first order and of course I never agree of accepting only one sofa they told me to sing for the delivery only of none sofa and the tablesyou guys think im going to be happy with discount and I have to be accepting it and dont do nothing regarding all this lies. 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,
*** ***

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 called Ashley Furniture on 9/and spoke to peopleFirst Lady asked me to email or text pictures of the sofa and serial NumberIf Business approved to do an exchange and I previously submitted pictures, why do I have to resend pictures to prove that sofa is really defective and at the very least should be replaced? How can I be sure that my furniture Will not fail again and I Will get "the Quality" I deserve? They did Finally promised to exchange it on Thursday 9/and left me a voicemail that the furniture Will be exchanged net thursday Oct Until The furniture is replaced and in excellent condition like I bought it for , I dont consider this case is a Close matter yetSee Pictures of the Quality of Sofa less than year of use. Unless Ashley Furniture agrees in WRITTING to extend (1) warranty of SOFA and LOVE SEAT I bought with them for additional year I am not feeling comfortable with the solution they providedBecause the Quality and $i paid is not there
Regards,
*** ***

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,
*** *** ***

Response to #*** *** ***The date used for purchase is the original date of May 14, 2013On April 4, he reported a service problem and the warranty company agreed to replace the set.He had days to make the re-select, this took him months but the warranty company made
an exception and went ahead and honored the re-selection. Soon after he picked up the new set he called and said his wife did not like what he selected and he wanted to return it for something else. Once the furniture left our warehouse the transaction was final. When we told him that we would not take the set back is when he started to complain about other problems. There is no warranty on the second set because the purchase was over years ago. We will repair the problems on the second set here at our warehouse up until a year after he received it. He will needto make an appointment with our service manager and bring the items to us and pick up when completed.*** ***Owner11/22/

After reviewing Ms***’s situation futher with our retail location, management at this location made multiple attempts to reach Ms*** to discuss her concerns more in-depthAt this point we have been unable to reach Ms*** To further discuss this situation, we invite Ms*** to reach out to her retail location at ###-###-#### or our Customer Care Department at ###-###-#### at any time Regards, Ashley Furniture Industries, IncCorporate Office **

Complaint: ***
I am rejecting this response because:
When I spoke to the manager on April 28, I was told the mattress was discontinued and that I could not receive that mattressAt that point I asked for my money backThey said I could do that, but would keep a $restocking feeThat is not fair as it wasn't my fault the mattress was discontinued
Sincerely,
*** ***

Thank you for the update regarding the situationAshley Furniture Industries Inc., will be more than happy to review the situationWe will need a copy of the exterminator’s report before any resolution will be offered Regards, Ashley Furniture Industries, IncCorporate Office **