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 manner
Per the terms and
conditions of the sale, there are no returns or refunds made on mattresses. As part of our sales procedure, the customer is required to acknowledge as well as sign these terms and conditions indicating they were made aware of said policy. The customer has indicated that he does not believe the mattress to be defective. We have scheduled a technician with the customer to ensure that there are no defects causing the mattress to be uncomfortable
At this time, we will not be able to authorize the return and refund of the mattress and box spring. Should the mattress inspection come back as having a defect, the customer will be contacted by our warranty department to further discuss the issue
Sincerely,
Ashley Furniture Industries, Inc
Corporate Office
**

Dear Revdex.com,Please convey our apologies for the inconvenience the damaged merchandise has caused.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 show room quality condition.We offer scheduling of delivery services from Tuesday through Saturday each week in most areas until our maximum capacity for deliveries is reached on a given day Any customer may contact us and chose a day that best first their personal schedule.As a gesture of good will, we have attempted to replace each damaged item reported to us, the only item not yet replaced are railsThese rails have been ordered and are in our WH waiting to be delivered We have contacted our customer times attempting to reschedule the delivery of this final exchange on 11/17/14, 11/21/14, 11/29/and 12/1/14. We are still willing to provide the exchange when our customer is ready to schedule this delivery, or the rails may be exchanged at our local warehouse.Additionally if it will help satisfy our customer we are willing to offer a promotional $store credit, which can be applied to a future purchase or used to obtain merchandise fee of charge that is of lesser valueThis store credit can be mailed to our customers home on a gift card, can not be applied toward a clearance product, and is valid for one year.Thank you for bringing this matter to our attention. Sincerely,*** ***
*** ** *** ***

We understand the issue We have seen the peeling before We recently had a guest that had peeling start after months of ownership on another reclining model It started where is head and hands were, not sure if it was related to sweat, medication, soap, or shampoo, but it wasn't happening where his clothes would touch He was out of warranty and the accidental protection plan company denied it because it wasn't caused by an accident He received the covers and had a technician install them There are couple of upholsterers on craigslist that we have never used, but we do have a third party technician that handles the Jacksonville market for us We can get you his informationA $sofa after years may not be something you want to invest more in We also see that once it starts the air gets in between the backing and the upholstery the issue gets worse That's why we recommend repairing as early as possible to keep it from continuing.We see the issues on the internet as well, many different manufacturers and many different models We rarely see that it's the same model with hundreds of guests attached to it Something that would force a manufacturer to issue a recall The collection is sold nationally and has been since In the Jacksonville market alone we have delivered over pieces of the collection since we first got it It is good looking and priced right $for a Sofa, Loveseat and Recliner, was the sale you purchased in, making it difficult to pass up Nationally the number of pieces sold is huge If we had several guests with the same issue on the same model it would help leverage action after the warranty has expired It would also give us the opportunity to investigate whether there was a common tread such as all of the guests keep their air conditioner really cold drying the upholstery out, or all have pets, or all keep their sofas near a large window with lots of natural light We could see if medication, cleaning products, air fresheners, or something else that would make sense on why just a few cases per collection occur instead of hundreds in our market alone We are locally owned and operated which means we want all claims to be approved We want credits from the manufacturer or the protection plan companies because that's money that's going to be spent again in our stores Most guest that get credits for new furniture on warranty or accidental claims generally spend more than their credits They see it as an opportunity to upgrade and they pay us the differenceOur sales team works on commission, they want you back in. We can get covers for you, if we could get more we would Some models the covers zip on and are easy to replace, the model you have will be more difficult because the cushions are not removable. Please reach out to customer service, if the initial quote for recovering is too high we may be able to work with him on getting it lowered since it may be multiple pieces. Thank you

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the merchandise availability.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. The delivery is scheduled to be completed today 12/19/ As a gesture of goodwill we will issue a refund of the delivery fee. All refunds may take up to business days to be completedThank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** S ***’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, we have
found that the bed group that Mr*** purchased is on a severe delay right nowWe apologize for any inconveniences we have caused by this delay. Unfortunately we are not able to get the bed out any sooner than 3/3/right now. We do watch and check on these items that are severely delayed and if the items come available sooner we will contact Mr*** to get the delivery date moved upWe did reach out to our in home damage department regarding the property damageAn agent requested *** to send in photos of the damage and once those photos are received they will be forwarded to our warehouse and the delivery company that made the delivery that dayWe will be reaching out to Mr*** again once this has been reviewedRegards, Ashley Furniture Industries, IncCorporate Office KC

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,
*** *** The return was made on 11/23/not on the 28th as stated by Ashley Furniture. I was given a return receipt which clearly states my refund will be issues within DAYS, not 4-weeks as stated by the response I received from Ashley Furniture. Lastly, when I spoke to corporate on 12/19/I was told because they messed up in sending me check on time, they will be OVERNIGHTING the check to me so that I could receive in time for my Christmas Shopping. There are so many things wrong with what this company has done. Claiming it takes 4-weeks for a refund is absurd. Nowhere on your return policy does it state that. In fact, it clearly says days for a CASH TRANSACTION. I have spoken to multiple reps at corporate all of which have said days. Your calls are recorded so go back and listen to the many conversations I have had. The level of lies and incompetency here is unreal

Dear Revdex.com,Please convey our apologies for the inconvenience caused by continued issue with the electronics.Our craftsman installed replacement parts and the furniture was reported to be operating as expectedHowever our customer has reported that new warranty issues have surfaced We are working with our customer to resolve this through exchange as the furniture has been shown to have material manufacturing defectsThank you for bringing this matter to our attention.Sincerely,
*** ***
*** ** *** ***

This is a complicated request You have had the furniture for about years, put in a claim and the issues were labeled as wear and tear You moved from our area and years later are attempting to submit another claim in. We are locally owned and operated, if we could get the
manufacturer to support the claim they may offer some store credit, could you use it in Jacksonville on something? The credit would not transfer to where you are. When you didn't approve of the claim, did you attempt to contact the store again? I have no record of a Joe working at the store level and in customer service Beth was your sales associate. Payments do not go to us they are with the finance company, any interaction with them is separate from us, please don't stop payments with them They have already compensated us with our portion of the transaction in 2012.Please send serial numbers and pictures to [email protected] if you want to continue with the claim.Thank you

After intense review of this situation we have offered Mr*** an in-store credit for the total amount he paid for the items in questionThis credit has been processed and per Mr***’ request sent to our Emeryville retail location as opposed to our Fairfield location Credit Memo number: ***Total amount: $769.99 We apologize again for any inconveniences you have had to deal with and hope this resolution is satisfactory in resolving the issuePlease feel free to contact our customer care with any further questions or concerns at 800-240-3440. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

There is no benefit for commission only salespeople to make mistakes The credit they would receive would get removed If the only option to make what you needed work was more expensive, they would default to the more expensive option I'm sure a *** *** *** would opt for a larger purchase over a smaller one at time of sale The same would work in real estate, if your client needed a three bedroom, why would you show them two bedrooms The only reason may have been price, but then focusing on price takes your eye of the features and benefits of the needed third bedroom. Attempting to have you spend less money and get more features is a sign he was looking out for your best interests financially Unfortunately by attempting to give you a savings on an adjustable base option he missed the fact that by removing the legs on that particular model the components under the base would conflict with the way the storage bed was constructed.I see you were having us match or beat a competitor to make the deal work, so I feel there may have been too much focus on getting to the right price than on the features.I appreciate you were expecting him to have a better understanding of the features on all the adjustable bases we offer, but we truly believe this was human error and he was interested in making the style and benefits meet a particular price.Thank you

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** *** 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 Mr*** claim, we have reviewed his account, and found that legs were ordered on 9/for the headboardWhen Mr*** receives the parts, we invite him to contact our Customer Care Department to have a technician install the partsAlso, when the technician is out to his home, we will also have the him repair the scratches Mr*** reported on his bedroom furniture We would like to offer to Mr*** an exchange of the TV stand, and the dresserWe will also be making sure that both pieces are fully inspected prior to getting on the truck Regards, Ashley Furniture Industries, IncCorporate Office SK

Dear Revdex.com,Please convey our apologies for the inconvenience the furniture defect and our errors caused.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 requestIt is also 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.Our customer was dissatisfied with the furniture and the warranty process so we agreed to make an exception to return the purchase There is some confusion about the value of the purchaseOur customer paid via financing $873.78, and $with a promotional store gift card. In returning this purchase we can only refund what was paid for the purchase $873.78, this full amount has been refunded as of 3/17/ The financial institution has the refund and will process it according to their terms and conditions We have also agreed to issue a new promotional gift card for twice the value of the original for our customers satisfactionThank you for bringing this matter to our attention.Sincerely, *** ***
*** ** *** ***

Ashley's want to schedule another appointment for technician I had already missed days of work for those days that they scheduled prior but did not show up I just want to get my money back because we are not satisfied with their furniture and the defect I already lost a lot of money by missing work, my back is hurting and I am already stress out over this purchase Now I have to miss another work day because another technician is scheduled to see the furniture Their furniture is not cheap, and this is what I get I received a call yesterday saying that the time that the technician was schedule was not in their system The 2nd time that the technician did not show up, they said that they have my wrong address which is not true I just want my money back

We spoke to the customer today. She is satisfied with a credit of $to her card for the inconvenience. The credit will show up in 1-billing cycles. MrsHerman confirmed that the furniture did arrive in good condition. Thanks,

Thank you for making us aware of this situationIt is greatly appreciatedI have reviewed the situation with all parties involved and have found that we have been more than accommodating to this customerAn offer was presented to the customer to pick up and repair the items at no
additional costThis is covered under her manufacturer's warrantyShe originally agreed to this option and within 24-hours, changed her mindShe stated this option was unacceptable.We have since offered this customer an even exchange of her Sofa Sleeper and Loveseat at no additional cost to herWe even waived the delivery fee that would be associated with this actionThe waived fee, based on the customer's location, would have been $She refused this offer stating the pieces were of poor quality and that she was afraid that she would run into another situationWhen the customer refused that option, the store manager offered her the option of re-selecting for a different set of equal or lesser valueThe customer was to come in to the store and ask for the manager, who would then assist the customer with the re-selection processThe customer came to the store, acted as if she was a new customer and tried to order a different setWhen it came time to place the order, only then did she inform us of the fact that she was told to come in and work with a manager to pick out a new setThe customer was apparently trying to negotiate a discount on a set that costs over $more than the set she originally purchased, which was in direct conflict with the agreement that was made to pick out a new setThe store manager worked with the customer and even allowed her to re-select a new set at a higher cost on the condition that she pay the differenceWe have even ordered the pieces for the customer in good faith of payment on the difference, which comes to $The items were ordered on 3/19/It is now 4/15/2016. We have yet to receive the payment of $The items are going be arriving at our warehouse on 4/30/2016.In regards to the damaged to the customer's floorWe have spoken with the 3rd party company who performed the deliveryThey are working on finding a contractor in the *** ** area who can resolve the issueThis issue was not brought to our attention until months after the delivery was performedWhile we cannot be 100% certain that the damage was caused during the furniture delivery, we are forcing the delivery company to resolve this in a timely mannerThey have assured us that the situation will be taken care of as soon as is possible.Thanks

Dear Revdex.com,Please convey our apologies to our customer.We have spoken directly with our customer We apologize for the problems our customer has encountered and have made a reasonable offer to compensate her We are also offering to refund her delivery fee, however, our customer has declined the offer.As a gesture of goodwill, we will extend this offer for days If our customer would like to accept the offer, she can contact us directly at ###-###-####.Thank you for bringing this to our attention.sincerely,*** *** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***0, 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 find that this resolution is satisfactory to me
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,
*** ***

Thank you for your response in regards to your complaint against Ashley Furniture Industries, IncAgain, we do apologize but we are unable to further assist with getting your table replacedWe did request photos of the damages as well on 6/and the customer was unable to send the photosAt this time Ashley Furniture does not have any proof of the issues with the furnitureWe have already sent out new cushions for the sofa and loveseat along with $in gift cards off of the customers work that they were having issuesAshley Furniture does not have a technician or a delivery team that can go to the customers home located on an Island
Please feel free to contact me with any further questions or concerns
Regards,
Ashley Furniture Industries, Inc