Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies for the experience our customer has had with us.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. As a gesture of goodwill, we have agreed to pick up the the sofa that has been in the customers home since 01/21/due to the extenuating circumstances We have informed our customer of this and are awaiting a good day to complete the pick up. Thank you for bringing this to our attention.Sincerely,*** ***
*** ** *** ***

We were able to reach our customer and confirmed the resolution

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.] Ashley Furniture is 100% regarding the date for when the stains happened to the furniture I called in the next day it happened and your customer service person inputted the dates incorrectly I explained this every time I called Ashley regarding this issue The company passed me off to another company that has no relationship whatsoever with my purchase, which delayed the issue even further I spent over hours on the phone with different people from Ashley, and emails to the local store This is not what I was promised when I spent this extra money for furniture protection The cleaning today did not remove all the stains, and I was told cushions would be replaced if they could not be cleaned
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I informed Ashley's that I would be out of town for the weekend and would go when I returnI am concerned about delivery as I do not have means for picking it up and was one of the reasons I purchased it new to begin with because that meant it would be deliveredI will be able to go look at the damaged piece they have in store this weekend and go from there!
Regards,
*** ***

I've spoken to Mr*** about his concerns and explained the terms of the Ashley warranty. At this point Mr *** expresses that the only items he is really concerned with are his two nightstands. He is unhappy with how the finish is holding up. I've requested photos and let him
know we are happy to review themAt present, we are not aware of any issues that qualify as a defect, but will respond back to him after review

To whom it may concern;In regards to complaint # ***Ms*** was fully refunded her payments that she had made with our in house financing program on June 18th, Please contact me if there are any other questionsThank you!

The customer received his items on February 21, and at that time, his year manufacture warranty startedWithin that year, the customer did not report any issues with either his sofa or his chairAs of 2/21/the customers year
manufacture warranty expiredThe issue of discoloring, could be a few things, one being the customer is using a cleaner on his chair and there is a chemical reaction with the leather causing it to discolor, or the customer could have a lotion on his body that is rubbing off on to the leather that again is causing a reaction Another issue could possibly be, that there was a bad batch of leather and this chair happened to be made with that batch and that is why there is discoloringIf this happens to be, that the customer received a bad batch of leather, then the manufacture will replace the chair for the customer, he will not be refunded, but the chair will be replacedIn order to find out if the customer has a bad chair, we have to get the serial number from that chair, that can be located underneath of the chairs cushion, there will be a white sticker, and in black lettering he will see the words “ Serial Number” and right under that will be a number, if the customer can get us that number, we can forward that on to the manufacture and they can research to see if there was indeed a bad batch that had been used, and again, if it was a bad batch, the chair will be replacedIf the manufacture researches the serial number and nothing comes back( bad batch) then this is not a manufacture defect and we can not replace or refund the chairIf the customer could please locate that serial number and either email that in to customer service at *** or he can call in at *** and speak to any associate in the service department

We were able to reach our customer and discus a 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. Great news -this case can be closed My money has been applied back to my account I urge you and anyone you know to NEVER order anything from Ashley Furniture!Thank 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.
Regards,
*** ***

I apologize for your frustration Ideally with your condition one would think you would get a better outcome with an adjustable base over a wedge The difficult part of this situation is that we made the purchase with the manufacturer based on you signature On the invoice it reads
"Once we commit the order to the manufacturer(s), we are unable to cancel or alter the order Therefore, ALL SALES ARE FINAL and we CANNOT ACCEPT CANCELLATIONS, CHANGES, EXCHANGES OR REFUND REQUESTS." The manufacturer won't accept the adjustable bases from us and credit us on the return If they would this wouldn't have gone on as long as it has. We are not designed to take back orders, if the manufacturer won't accept the return merchandise back and we don't have a clearance showroom to move return product we have to have such a policy in place It's not the best policy, but it's necessary for a factory direct operation. Other operations, who have an open return policy, are designed to sell used and we are not, that's also why some of our competitors have been caught selling used as new.You even spoke directly with the manufacturer and their policy was not without special circumstances in writing or certain fees for returns.You also ordered the bases to fit a California King frame which on top of that is the most difficult size to sell on the East Coast I believe the sales manager was looking for you to make a larger purchase to offset the loss if he couldn't get approval to take back the return.Since most customers are against buying adjustable bases second hand because of the motorized bases and lack of warranties to protect them most liquidators won't purchase such items forcing us to literally throw them away See if the delivery drivers had damaged the fabric on the bases, that would automatically allow you to have another one brought out, possible a week or weeks later Well in that situation we are left with a base that was used for a couple weeks and that needs repair or needs to be liquidated because of an accident, and no one wants it The delivery service pays for their mistake the base is disposed of You would think organizations that help people that may need them for medical purposes would take them, but then they become responsible for the liability or maintenance which they are not prepared to accept Again we are not designed to take back items so this is an issue that we may face less than one percent of the time on customer purchases That's also why if you are looking for return numbers or tracking info we wouldn't have it The customer service number is on your invoice at the top They can search by your name or phone number. Our customer service department has been in contact with you and it's my understanding you are interested in something else from us Overall, we do appreciate mattress purchases with us since it supports our A Hope To Dream charity, it's what allowed us to give twin mattress sets to local Jacksonville kids that were sleeping on floors, couches, or in their parents beds, their own bed, along with a sleepover party at the Stadium in August Each month we do Hope to Dream deliveries, but the bed event gains the most support from other Jacksonville organizationsIf you happen to be military a portion of the sale goes to the USO Please work with the customer service manager and I am sure we should be able to find a resolution If you do have anything in writing from the manufacturer please forward and we may be able to resolve even faster.Thank you

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.Seeing as apparently I did not make myself clear enough I will now be instructing my legal team to file suit against Ashley furniture and all personnel involved in this matter for all legal remedies available by lawThe attachment you sent shows nothing of any policy regarding returns that it is claimed I was aware of or signed for and as stated I have documentation showing proof of cancellation as well as documentation showing Ashley furnitures claim that all items were deliveredAs my legal team is on retainer it costs me nothing to pursue this thru legal channels and will now be pursuing any and all remedies available to me as well as contacting the other customers I mentioned to include them in all actions being taken against Ashley furnitureThe only certainty at this point is that Ashley Furniture will be held accountable for its actionsNo further direct communication will be coming from meThank you to the Revdex.com for their attempt to resolve the matterI will obviously be leaving a review on their site as well as several other sites regarding this matter as well as instructing my legal team to contact media outlets in the area to shed additional light on this issue in addition to any legal action moving forward
Regards,
*** ***

Received brand new lamp with broken finialTook days to hear from them after initial contact, then haven't heard anything since
Received brand new lamp with a broken finialAttempted contact was made by me within weeks of receipt dateTook days to hear from them after initial contact, then haven't heard anything since
Their replied stated
"Evolution Lighting, LLCWarrants all of its lighting fixtures against defects in materials and workmanship for one (1) year from the date of original purchaseElectronic parts including passive infrared devices, photoelectric switching mechanisms, and Light Bulbs provided by Evolution Lighting, LLCare warranted for days from the date of original purchasePlease email a copy of your receipt."
A copy of the receipt was emailed, along with the shipping addressI have since followtimes, no responseI even created a new 'ticket' with them through their online contact us, and called themNothing on either side

Customer accepted his items back in December of 2015, the customer is given the time to examine all product at time of delivery to make sure the items being received are the items he purchased and also to make sure there are no damages or defectsAt that time the customer did not notate any
damages on the sofa and accepted the itemIt was not until after the product had been in his home, that the customer called in and stated the wood on the sofa was exposedWe informed the customer that we would come out to the home and pick the product up and bring it back for repair
The product was picked up from the customer on 2/16/repaired and the customer was called back for delivery the end of FebruaryWe attempted to deliver the product to the customer on numerous occasions, the issue the customer reported, was fixed and up to manufacture standards but every time we tried to deliver to the customer, the customer declined because it was not to his satisfaction.
As stated above, we tried numerous times, from March through April to get this customers sofa out to him and he just kept declining the repaired item and wanted brand newWe had informed the customer it met Ashley standards and there was no need to order in a brand new sofa when there was nothing wrong with the one we were trying to deliver
Until this letter placed in to the Revdex.com we had not heard back from the customer since he last declined the sofa, once we received this letter, we had Warehouse management reach out to the customer and schedule him in for delivery of his sofa
The customer was called on 11/11/and scheduled in for delivery on 11/15/On 11/15/2016, while our delivery team was at the customers home for delivery, we had an associate here at our warehouse, in service, talk to the customer and make sure that he examined, in full, the sofa we were delivering and to make sure the item was up to his standards and to make sure there were no damages or defectsAt the time of the phone call the customer informed our associate that the delivery of the item went well and the sofa he was receiving was indeed, in good condition

Complaint: ***
I am rejecting this response because:-To clarify ;the call was not made to *** It was made to *** which is *** *** number.I specifically requested that all future contacts be made to me because it appears your organization sees this is an elderly man with a language barrier, yet you continue to contact his number when I have told sales, delivery and your manager the number to contact for all future correspondence and the number was included in this complaintClearly this demonstrates the lack of communication because this party could not A) call the correct number that was provided to three different parties B) then fabricate that he called my number and left a detailed message for me- please note my number sends me a transcribed message of any voicemails left for me in a text when I miss a callNo evidence of issued call on logs nor message Now let's address the mix up and then we can get the unprofessional conduct of your customer support #this was a couple who ordered their furniture on 1/17/and it was scheduled to be delivered on 2/9/in which they never received the productThen they were told it was rescheduled to 2/25/and because of a lack of communication on your part again they did not receive their furniture and rescheduled for 3/1/for part of their furniture and deliver the remaining on 3/8/Then we learn that the INTENT was to call them on the 3/6/to inform them it would not be available until 3/26/Where was the guarantee that the furniture would be delivered on 2/25/17? Why wasn't it delivered ? #I have called the store multiple times and never receive a greeting but instead I'm met ALL the time with Ashley furniture and placed immediately on hold for times greater than minutes Is this a practice to have customers wait on line for this long never returning to the line for greater than minutes #Why would your manager Connie think its ok o place someone on hold in attempt to get someone to stop talking to get their point across , She should be fired based on her contact I have recorded every encounter with parties from your store and I am tempted to post it to social media to allow other consumers here what they are in store for if they look to your business for purchaseHowever instead I have attempted to call and have been unsuccessful, I have filed a complaint with the Revdex.com only to receive a fabricated a responseWhy shouldn't I post it ?
Regards,
*** ***

Dear Revdex.com,Customarily we do not offer repairs or additional discounts when a customer has received an “As-Is” floor model product, which has already received a significant discount The complaint states that she paid full price, however her invoice indicates she paid $for the bed, which is $below retail Our customer already received the floor model pricing That being said, our customers satisfaction is important to us We spoke with the customer April 15th and requested photos of the damaged foot board Upon looking at the photo, it appears the damage was caused from removing the packing tape On April 21st, we left a message to inform the damage is repairable On the 22nd I offered the customer 10% discount to keep or restoration, with our certified craftsman She stated she would get back to me on her decision On April 30th I received an email stating that the customer is refusing because she wants both options, she wants the item discounted and also restored. As stated before, we typically do not offer one of these options for an piece We stand by our offer; we can provide the 10% discount equaling $or we can restore the foot boardEither of these options would resolve this complaint.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 regret that it has
taken Ashley Furniture so long to process Ms***’s refund. Rose at the Colton assured me that on 4/13/a refund of $was processed on her account. She also processed a second request to refund the delivery fee as well in the amount of $119.99; which was missed on the original requestRose feels that this refund should appear in hours It does appear that we need to put into effect a more stream lined process to get customers their refunds in a timelier mannerWe hope that this refund will take care of Ms ***’s complaint against us Regards, Ashley Furniture Industries, IncCorporate Office SC

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delivery experience and recovery process.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.Many of our customers choose to purchase deliveryservices. When property damage is caused, we accept claims reported to us within hours. These claims are subject to verification before coming to an agreement. It is important to us that deliveries are performed in a professional manner and to our customer’s satisfaction. We have verified with our customer that the adjustable base is now in working orderWe have made arrangements with our customer to exchange other damaged items and as a gesture of good will, we are also issuing an additional discountOur customer’s satisfaction is important to us. We value our customer’s feedback and will thoroughly examine the described events.Thank you for bringing this matter to our attention.Sincerely, *** ***
*** ** *** ***

[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,
*** ***

Complaint: ***
I am rejecting this response because:
I am rejecting this response because:I still don't have proof of the total refundThey failed to provide that and can not retrieve it from their recordsI haven't had a chance to
take MY OWN time to find out if it has been put back on the GE cardIt's ridiculous that Ashley Furniture can't provide me a printout showing the refund was deposited onto the card and they expect me to do itI would think with the amount of trouble this has caused me they would do anything/everything in their power to make it right; however I am obviously wrongThey don't care about their customers and only call me when they need to respond to the Revdex.com
Regards,
*** ***