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
complaint, we have reached out to our upper management at the store and also to our Finance department. A refund request was submitted for the amount of $which will be applied back to the Synchrony account. We have also submitted a refund request per the store for the protection plan, which was processed and a check was sent out to the customer on 7/21/for the amount of $With the refund going back to the Synchrony account, it can take to billing cycles for the refund amount to show on the statement. We invite *** to contact the store she purchased from if she has further questionsRegards, Ashley Furniture Industries, IncCorporate Office KC

Thanks for reaching out to me, I got a replacement for a part of the love seat that was torn and accepted it, although there is other scratches in the love seat, upon my agreement with the manager that I will receive a refund of $400!so I'm still waiting for the store to contact me to go get the refund.thanks,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,
*** ***

Not satisfied with answerDue to the poor communication from Ashley
Furniture Savannah the last months, I will need some type of documentation with dates on when and how this exchange is to take place.
Not satisfied with answerDue to the poor communication from
Ashley Furniture Savannah the last months, I will need some type of documentation
with dates on when and how this exchange is to take place
Complaint: ***
I am rejecting this response because:
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.]The dresser was delivered on 12/and we have the same issue with the rocking. This has now become a Buyer Beware problem. This dresser is not designed for any type of carpeting that may have any "plushness" to it. I've had to add two supports underneath the dresser in order to stabilize the dresser. Ashley does not give any warning on this, so if you have any type of carpeting that has a little plushness to it to make it feel comfortable, this dresser (and to a lesser extent the night table for the set) to have the stability issue. So I have added my review to the Ashley website about this product and a buyer beware for this product to use on a carpeted floor. It worked on a carpeted floor in the display room, but that is the industrial carpet which has no give in it at all, so it would work on that, but for home that would have a bit of softness to it, you will have the issue I have on this. So now the only thing left is what the contact said when this first all started is some kind of discount for all the other issues we have had
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 mannerAfter further review of Ms
***’s complaint, we have found that she has already been in contact with Ashley Furniture Industries, Incand has a service date of 3/11/2017. We did reach out to Ms*** to see if she would be available sooner for service, however she informed us that they would be out of town so the 11th is what works for themThe technician is set to go out on 3/11/for the bed and the floor. At this time we cannot advise any other information, as we will have to wait for the technician to go out and for us to receive his report backRegards, Ashley Furniture Industries, IncCorporate Office KC

Customer did notify our Hobbs location of the concealed damage on 8/11/2014. Our service coordinator promptly ordered replacement drawers and gliders. Customer was informed that they needed to call our store location when the parts arrived so that we could then schedule a technician
visit. On 09/02/2014, as per our technician, customer expressed their dissatisfaction with the difference in color of the merchandise and refused service. I would like to see if we may request that our technician service the merchandise with new replacement partsIf a decision is made to reorder new items, we will take appropriate steps to do so.Thanks***

Initial Business Response /* (1000, 5, 2016/02/17) */
The sofa was delivered on May 2, The only service call was placed on December 7, The concern was: "Customer reports right side and middle cushions sagging and fabric is loose on both cushions, as well"
The service technician
visited the home on 12-10-The submitted report reads, "Adjusted fill in the seats, complete"
A copy of the technician report with before and after pictures are available upon request
Regular maintenance is not uncommon with most home items/furnishings, including regular vacuuming, fluffing pillows, shifting material in duvets, etcThis sofa is no different
As a resolution, we are able to offer another technician visit to show the guest how to fluff in the event of future instances
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept Ashley's response***
Removing the filling and fluffing it, then replacing it in a sofa on a monthly basis is not acceptableBy the summer, the seats were flattenedI went into Red Deer Ashley to talk about the appearance of my new furniture in November and was referred to Customer ServiceHaving the techcome out and show me again is not acceptableI've aready had to do thatThe tech himself told me that taking out the filling, fluffing it and replacing it should be done every two weeksHe showed me where the hidden zipper is.*** The manager also told me the filling will compress over and overRemoving the filling and fluffing is not routine maintence for new well constructed furniture with quality materialsAshley diid not tell me about any such maintenance at the time of purchase.***

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 review of the
customer’s situation, our retail location has agreed to exchange the night stands. They will work directly with the customer to coordinate the delivery exchange
Sincerely,
Ashley Furniture Industries, Inc
Corporate Office
**

We have a strict policy on cancellations This customer purchased a living room and it was put on a truck to be sent to us We could not stop the shipment from coming to us When this happens we have to discount the product on our end to move it out of our inventory The
customer does accept our terms and condition of the sale before purchasing Sorry but the store can not order $living sets and be on the hook for them if the customer changes their mind
*** ***

I entered Ashley Furniture Store in Hoover AL at 5:10pm I was greeted by an employee her name is *** she help me found the dinning rm set that I was looking forI told her that I needed finance options and asked what did they hvHere comes the problemsShe pulled out her tablet and began to take my informationI could tell she was having problems and was not familiar with the tablet but we kept going so I get approved but she does something on the tablet and doesn't know how to go backSo I suggest that she ask one of her associates to help her she becomes defensive and start to blame me but she calls her assistant manager *** who is suppose to help he walks away with my driver's license and *** to figure out what happened*** later returns without *** but with another associate who STILL can't help her but NO assistant manager *** he's to busy standing in the middle of the store with about five other sales associates doing nothing! So the other coworker gets up to leave and *** ask me to enter my social security number in the tablet I do Twice!!! By this time it's 6:00pm and I had had enough!!! The service was horrible and the sales associates are incompetent!!!! Sorry but it's true! *** never returned to see if she had figured out what she was doing!

Good Evening,
We will contact *** *** to discuss and resolve this matter. Although the issues *** *** describes are not covered under the manufacturer's warranty, we will do our bestto rectify this situation in the most
fair way possible
Sincerely,
Ashley Furniture
HomeStore

We apologize for the delays If we in Jacksonville, Florida had any chance of managing the inbound deliveries from the manufacturer we would hope this would never happen Most of the upholstery is made in Ecru and Ripley Mississippi and moves to Advance, North Carolina before getting
shipped out all over the Southeast Delays in parts, weather, trucking, etc make it difficult to get some products in timely The estimate when you purchased was based on when the supplier expected to ship You should have received your refund on your deposit We apologize we couldn't have supported the situation better.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 manner
Upon
a full review of Ms
***’s situation, we have determined that the mattress
the customer purchased is indeed defective.
We have offered an exchange or store credit to pick out a different
mattress. Ms*** is asking for a
refund which is something we do not offer on mattresses. Per our terms and conditions that Ms***
signed at the point of sale, it clearly states that we do not accept returns or
issue refunds on mattresses
At
this time, we feel we have made a good faith effort to resolve Ms***’s
situation. We would be happy to honor
the exchange or store credit. We ask
that the customer call the HomeStore Customer Care department at ###-###-####
to advise which offer of resolution provided by Ashley Furniture will help move
the issue forward
Regards,Ashley
Furniture Industries, Inc
Corporate
Office
AB

The Jacksonville, FL stores are a separate company to the Seattle stores.I do see a purchase made for a sectional from us in Jacksonville on February 2nd I see the date to be delivered should have been March I see we delivered three pieces not that weekend, but the weekend after We followed up with the 4th piece about days later.We are locally owned and operated and receive all of our furniture from the Ashley's North Carolina Distribution Center Most of the upholstery we get is made either there or in Mississippi We apologize for any delays earlier this year At the time of your purchase they had zero inventory on that model so we were waiting on more to be constructed That's why there was a delay Most of the time Ashley Furniture Industries is good on their estimates, but in your situation they fell behind.We show we refunded your delivery for the three week delay on the sectional being completed.Any purchases you make of have made it Washington would be separate from us Our managers may be familiar with their managers, but we wouldn't have any access to their systems or processes.We, however, do have the same practice of taking pictures of the residences when are drivers find that no one is home when they are schedule to make a delivery Our drivers are commission only, based on what they deliver, so skipping a residence doesn't make sense since it just costs them Taking pictures show their management they were at the correct residence for delivery I've never heard of this being illegal especially since Google Maps is doing it daily.Delays are a struggle for us and most times we have no control over them We have guests going through them now and if we had the inventory in Jacksonville we would have had them delivered yesterday Unfortunately if the product can't physically show up in Jacksonville timely we are faced with passing along bad news Sometimes it works the other way and flooring doesn't get completed and closing dates move and we have extra merchandise that can't get delivered with no space to store it In a perfect world those items not ready for delivery could go to people who needed it sooner, but it never works out that way, it seems to always be different collections and different styles

The sofa sleeper has been replaced by one selected by the customer
Dave C***

I apologize for all the confusion. It seems the store was attempting to get you items faster than the contracts stated. I pulled your signed orders, both from January 31st.One order had an anticipated delivery date for 2/12/2015. Queen Mattress Set, Headboard, Footboard and Media
Chest. I see you signed the delivery slip on on 2/12/for exactly that.On the other order was an anticipated delivery date for 3/6/2015. For a Showroom Sofa, Queen Rails and Two Night Stands. I show you picked up the sofa on 2/leaving the Rails and Night Stands to be delivered on or before 3/6.I understand you are frustrated that we haven't been able to go above and beyond what you signed up for in the beginning, but to our credit we have been able to support the original contract.We have an all sales are final policy because we don't stock furniture in ***, but receive it from the factory and warehousing in *** ***. We have been experiencing a lot of delays due to terrible weather in that area, which is most likely why we were not able to get things done faster than what was originally agreed toAs of 2/the other pieces are still on track to be delivered to *** before your 3/anticipated delivery dateRails are due in between 3/and 3/according to the manufacturer's website.*** ***

Hello My name is *** *** and I personally handled this customer's purchaseAlot of these claims and accusations are not at all anywhere close to being true in any fashionThis customer and her husband came into our store and was looking for a mattress and a reclinerWe spent time in store going over different kinds of mattresses we have in storeThis customer had seen a Sealy at another store they showed me a picture and the price on her phoneI tried selling them a Matterss that we had but she was very consistent that she wanted that mattressSo I explained to her that even though we do not carry that in store Ashley was able to order from any mattress brandSo we then began to go over financing optionsI went over with this customer the options and this company even sends the customers all the terms and conditions and payments to their cell phone as a text and they have to review all the items and then give us a digit code that we enter to verify they have read the terms and conditions and agree to the contractSo not only is it on there phone they also get it in an emailWe place the items on order and explain that once we order all sale are final, the Furniture took roughly 3-weeks to get to our store and then we have to schedule deliveryCustomer signed for the product as received and slept on the mattress then calls us next day wanting us to take it back, we were trying to work with the customer but was threatenedSo we told the customer they are not allowed to our store if they are making claims like thatThey then calmed down and then again began to make threatsMrs Scott Came into our store to apologize to me for their actions as they were just frustrated because she had lost her job and so its been stressful and no one will hire her in sikeston because her boss knows everyone in sikestonWe tried everything possible to accommodate the customer. Tell us why here

Thank you for forwarding *** *** concerns over to usWe have reached out and resolved the matterThe resolution included getting the late fees removed, and being able to address all additional concerns with this orderAfter speaking with *** ***, he is now satisfied.Thank you, Ashley
Furniture HomeStores

Will you please provide additional information, copy of the receipt? Was the sale under another name? I was able to find bookshelves that matched, purchased as floor model manager specials, but not upholsteryIt would seem the standard process would be if you were having an
manufacturer's issue to send parts first, and we would send a third party installer to change covers. Did you notice the parts sent were not the matching color?Was the process managed by Ashley Furniture or a Third Party Warranty Company such as *** or ***?Thanks*** ***