Ashley Furniture Homestore

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Dawson *** 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 Mr***
complaint, we have reached out to our distribution center and dispatch area for review. At this time they are researching the information and looking into the delivery that took place. Once complete, they will reach out to us with an update. We will respond once we have that informationRegards, Ashley Furniture Industries, IncCorporate Office **

Initial Business Response /* (1000, 8, 2015/08/27) */
Contact Name and Title: Alexis- Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ashleyfw.com
We have gave this customer an estimated time of arrival of to weeksThe recliner that was ordered came in two weeksThe sofa
came in the 6th weekWe have called customer to come and pick up the items at our warehouse
OFFER:
We offer the customer to come and pick up the productWe were within our estimated time of arrival for the customers productsPlease call the store to schedule pickupThank you

[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. I received a check in the mail from Ashley Furniture for $on Saturday, March 24, 2018. I am satisfied now with their response. Thank you for your assistance with this issue
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.
The store already called me to schedule a delivery, I received
the dinning set Jun 24, in acceptable condition
Regards,
*** ***

We did help Mrs *** load her merchandise to her satisfaction. The chest was in a box at that time. The box was in good condition, no dinged corners or edges. When handling the box, there were no sounds of loose pieces inside or unstable to
handle. In my years of owning and operating a furniture store with the damage that is described by Mrs*** it would have been VERY obvious to hear and the box would have shown damage. I do realize that accidents happen sometimes after customers pick up product and that is why I did tell her that I would give her a replacement for 40% off original price. I will honor this offer but DO NOT feel this is in any way my responsibility. Mr*** had come into the store and my manager had told him that it would be hours before he called him back due to his days off. In the mean time we did receive the complaint. Again, If they want to reorder I will sell them the same chest for a 40% discount off original price of itemWe do have a sign posted by bay door ...NOTICE We are pleased to assist you in loading your merchandise. However, ii is the customer's responsibility to ensure that goods are properly loaded and secure. We are not responsible for any damages after leaving the premises

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
Sincerely,
*** ***

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 We are having difficulty
locating Mrs***’s informationPlease provide us with the original sales order number (located at the top of your sales receipt), delivery address, and/or the phone number used on the account When we receive this information, and are able to located Mrs***’s account we will be more than happy to assist in resolving these issues We apologize for this inconvenience and the issues you have had thus far and we look forward to working with you to resolve the matter Regards, Ashley Furniture Industries, IncCorporate Office AW

Good evening,
Our customer service team, as well as myself, have contacted the customer and a resolution will be provided tomorrow Thank you
***

We are sorry if there has been any delay from the factory on your pieces. It's completely out of our control. I see that your contract has a Tentative delivery days from 9/14. This would mean we estimated that when you purchased during the busy Labor Day holiday that we would be
delivery the furniture to you from 9/14-9/24.
Since your financed payments don't start until you receive delivery we are also effected by the delay, so as a retailer we would have loved for you to get your furniture the day you purchased it if that was even possible.
The phone call you received lets you know the factory has changed the estimate out, it doesn't mean it won't come in on the time frame that you initially had on your invoice, but it does mean we want you to have the same information the factory is giving us as we get it.
We will call you as soon as the factory releases the order to us

I apologize for the delay on any credits Our records show that on the original order there was a Stone colored Sofa and Stone colored Loveseat which were refused at delivery Our delivery records show the ordered was revised and we delivered a Cobblestone Sleeper Sofa and a Sky
Loveseat The difference in price came from the change to the more expensive pieces Did you select the more expensive pieces? Did you receive the more expensive pieces? We are trying to understand why the additional charges would not have been appropriate if they were not paid for during the original purchase. Thank you

Hello, Thank you for forwarding over Mr***'s concerns over to usWe do apologize for all inconveniences this has caused Mr***We have reviewed the account and informed Mr*** that we have received his Loveseat into inventoryI have scheduled Mr***'s new delivery for 7/6/Mr*** is aware of the new delivery date and his aware that he will receive a call on 7/4/after 4:30pm with his three hour delivery windowAt this time no further action is needed and Mr*** has accepted this new delivery date Thank You

See attached

Complaint: ***I am rejecting this response because:
I am a very disappointed customerI feel that Ashley Furniture can at least provide the minimal compensation I am requesting (Value of the rug)The customer service I received was very poor and I do not feel that Ashley's furniture cared for me or my husband as customers after the sale madeGreat customer service is taking care of the customer before, during, and after a saleThe bait and switch tactic which was used to sale me one set that I paid for and expected and then did not receive was exceptionally poor serviceThe sales representative who sold me the set guaranteed we would receive the product we ordered on 10/04/I should be able to trust in the word of your sales representativesNo one orders furniture to maybe get what they paid for, that is a big buy that takes a lot of thought and consideration on the buyers part.
Sincerely,*** ***

Good Morning, We sincerely apologize for the issue that you are experiencing.We are unable to locate a purchase profile with the provided customer informationThis transaction appears to have occurred at a location outside of our franchised servicing groupPlease call Ashley Furniture
Industries (I will list their contact information below) and request to speak with a Consumer Affairs Representative for further assistance.We hope this will assist with resolving this matter. AFI-***Regards,Ashley Furniture HomeStores

Our protection policy is on our website at ashleyfurniturehomestore.com The following plan is as follows: You deserve to have peace of mind with your furniture and appliance purchase from Ashley Furniture HomeStores
That is why we offer our customers Value Back Protection Plans that
extend beyond the manufacturer’s warranty
Our Peace of Mind Promise protects your investment in the following Value Back Protection Plans:
• Upholstery Protection PLUS Plan • Leather Protection PLUS Plan
• Hard Surface Plan • Year Appliance Plan Upon expiry of your Protection Plan and verification that there were no claims or service provided during
the term of your coverage, this coupon can be used as a credit equal to the value of your Protection Plan
(less taxes) towards a purchase on regular priced furniture or mattresses over $1,
Terms: • One Peace of Mind Certificate per $1,purchaseCannot be combined with any other offer or promotion
• Coupon valid for days from date of plan expiry
• Coupon must be presented at time of purchase
• This coupon is non-transferrable and has no cash value
• Any unredeemed credits will be fortified without notice

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 All of this could have been avoided if *** in the office of the president would have not been so rude
Regards,
*** ***

For this Revdex.com complaint, the customer contacted our customer care department on 9/13, and accepted the protection plan refund of She has not responded back to the Revdex.com, but I wanted to let you know that I processed the refund for her today, and sent the information to the storeOnce the store has processed the refund, they will contact herI also contacted the customer today to advise that this was processed

July 28, 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 7/22/by *** ***
*** *** did purchase a Bed from us onApril 25, and it was delivered on May 10, 2015. We received a phone call from the guest statingthat the bed as well as the mattress and box spring were covered in mold. We have no issues with mold on any of ouritems in our warehouse and the items ordered for *** *** were on in ourholding center for a few days they were all boxed and wrapped until rightbefore the delivery. These items weredelivered to a basement apartment in May, there is no indication that theseitems were delivered with mold, as it would have been notice during thedeluxing and or delivery process. Guesthad in their basement apartment for month before calling in to report. Unfortunately, at this time there is nothingwe can do for this guestMold due to elements of living quarters are notcovered under any warranty we offer. 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 hasbeen 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 Please not this response was sent out to you on July 29,

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 further review, we
are unable to assist with the rug, as rugs are considered accessory items and our accessory items do not have any manufacturing warranty on them. The rug was delivered on Saturday, October 7, and it does come rolled up as that is the best way for shipping the item. It can take some time for it to straighten out completelySince the rug has no warranty on it we are unable to send a Furniture Technician to repair the item as there would be nothing to repairWe do apologize for how *** was treated by customer service and for any inconveniences we have caused. We would like to offer a $gift card that can be used at an Ashley Furniture Industries, IncHomeStoreWe invite *** to contact our customer service at ###-###-#### if wanting to accept the gift card Regards, Ashley Furniture Industries, IncCorporate Office WH

We have contacted our customer to discuss resolution