Ashley Furniture Homestore

Dear Revdex.com,Please convey our apologies that the furniture has not lasted as long as our customer expected.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 us These warranty terms
are publicly available through the manufacture's website and can be provided on request In accordance with these warranty terms we will gladly make every appropriate effort to restore the furniture to show room quality condition when appropriate.Leather and synthetic leather products, while more durable than many fabrics are not impervious to ware. MsWhites purchase was originally delivered on 4/20/10. As our customer state’s this product is not under warranty nor would we associate break down of the furniture with a material defect at this point of time The manufacture will not consider a warranty replacement claim. Repairs cannot be offered because replacement parts are not available. That being said, we can offer our customer an opportunity to buy new furniture from us at a reasonable price at any of our locations as we have previously offered 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.I filed a complaint (#***) against Ashley Home Furniture earlier this evening and just happened to receive a response from the company shortly afterI want to keep the complaint filed as their business practices are completely unacceptable and my experience deserves to be on record; however, I do not want to be contacted by this company and have no desire to deal with them now that this has been resolvedI don't know if there is a way you can make note of that on the complaint, but I am so fed up with their customer service that I have no desire to pursue further settlement of the issueI appreciate your assistance.Thank you,***

Complaint:***
I am rejecting this response because: Was told by the company's rep that they are unable to cover the labor cost to reupholster my sofaEven after I explained that I should not be charged because of their
use of faulty fabricHe explained that the material that they used is a polyurethane blend and it wears fast and I reapplied back that two years is ridiculous. I was offered a discount on the purchase of a new sofa but I declined because that I am not satisifed with their product and will never be purchasing anything else from their company again
Regards,
*** ***

Thank you for the update from Mr***. As previously advised, Ashley Furniture Industries, Inchas issued the refund to Mr***’s Synchrony account. There is nothing further to be done at this time. The credit can take 1-bill cycles to appear dependent of the customer’s billing cycle Regards, Ashley Furniture Industries, IncCorporate Office AB

They do not honor what is promised to a customerMy furniture is still not correctThe prior service manager was working with me and the new one will not honor what I was toldEvery piece of furniture that I originally got from them was damagedI still do not have a replacement for one of the piecesThey promised me a gift card for my troubles and I am now not getting thatI would never shop at this place again and will never recommend it to anyoneDo not trust them to follow through with what they have told youSpend your money somewhere else

Dear Revdex.com,Please convey our apologies for the inconvenience caused by the delays.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. We have made multiple attempts to reach our customer by phone so that we can make arrangements to complete our customer’s deliveries and discus resolutionsThese attempts to make contact by phone have been unsuccessful so we have also reached out to our customer by email. We look forward to speaking with our customer.Thank you for bringing this matter to our attention.Sincerely,*** ***
*** ** *** ***

We have several finance companies in which consumers may use to finance furniture at our store Ms*** was in fact turned down through one lender, but was approved though another She has an open line of credit through us to finance the furniture she picked out

Hello, Thank you for forwarding Mr***’s concerns over to usWe have contacted Mr*** and apologized for the unsatisfactory experience. The Customer is aware that we will partner with the appropriate parties to have this matter addressed and we will further advise. Thank
you,

Customer *** *** originally purchased on November 28,
2014, at that time Mrs*** signed her receipt, which states our Cancellation
policy and pick up policyThe Policy states: Mattress, Any bedding Product, Clearance
item, and floor samples are excluded from our return
policy, it also states
that if for any reason your merchandise has to be returned including repair or
replacement, the customer is responsible for transportation The merchandise was picked up on 12/19/
Mrs*** called in on 1/12/and stated that she felt something
was wrong with the mattress and, it was soft in different areasA technician was
scheduled to the home on 1/17/When the technician arrived at the home, no
one was homeWe called Mrs*** to reschedule the technician to the home,
she rescheduled to 1/30/The supervisor called her on 2/4/to advise that
the mattress did not have any signs of a manufacture defect, but the box spring did and would be replacedAt
that time Mrs*** stated that she believed it was the wrong
mattress altogetherThe supervisor told her that she would look into it and
see if there was any way that would be possibleIt was verified that the
mattress she received was the firmest Ashley Mattress on the floor at the time,
therefore it could not have been the incorrect mattressWhen Mrs*** was
called with this information she seemed to be very understanding and did not
give any insight to the fact that she felt differently, she thanked the supervisor
for looking into it for her and the exchange was placed for the box springWhen the box spring came in, it was a blue microfiber instead of a
brown microfiber, this was due to a change in the Ashley Mattress line up Mr*** was not happy with the new product
and requested to receive the old line, which was very understandableWe apologized
for the color difference, and told Mr*** we would deliver to the home when the correct box
spring came inAt this time the box spring is scheduled to arrive and a message was left on 3/4/to schedule the delivery
of the exchangeMrs*** called in on 3/5/and scheduled the delivery
on 3/10/ We strive to give the
absolute best possible customer service, and apologize the customer does not
feel we have done soA member of our management team will contact the customer

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 m***erUpon receiving Ms
***’s complaint, we have reached out to management at the retail location. Management has reached out to Ms*** and together they have reached a reasonable resolution. *** will be in today 3/24/or possibly over the weekend to purchase a dining table set at a discounted amount *** can reach out to her retail location if she has any further questionsRegards, Ashley Furniture Industries, IncCorporate Office KC

Revdex.com:I have been contacted by by the businesses office manager and sales manager, however the only information they have been giving me is that credit will be applied but I don't see the result of thatI have actually found that a charge for $was charged as a package deal when the Erin bed was delivered and I have not gotten credit for thisI would like to include this in my claimAlso, I would like an itemized detailed invoice for what I'm being charged because I believe I am being over charged in different areas.
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,
*** ***

Dear Revdex.com,
Please convey our apologies for any inconvenience the change in merchandise availability may have caused
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 some times change beyond our own control.
As a good will gesture we voided our customer’s Area Rug purchase on 11/04/14. Refunds may take up to business days to process. On 11/12/the refund cleared our account to reimburse the original VISA used. If our customer’s refund has not yet fully posted to their VISA account we recommend they contact their financial institute to make inquiries
Thank you for bringing this matter to our attention
Sincerely,
*** ***
Office of the President

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,
*** ***

Date: 5/19/
Revdex.com
Complaint Department
Complaint ID: ***
At Ashley Furniture, one of our primary goals is to provide customers with the highest quality of serviceWe do regret to hear of your dissatisfaction
Upon review of the customer’s complaint we have reached
out to the customer and offered a reselection for the two sofas the customer is no happy withThe customer stated they will be going in to the store on Friday to pick out some new piecesAt this point we would assume the customers issues have been taken care of
Please feel free to contact me with any further questions or concerns
(Reference Stoneledge SR#410917)
Thank you for giving us an opportunity to response to this situation
Regards,
Ashley Furniture Industries, Inc

Complaint: ***
I am
rejecting this response because:
I was out due to injury and surgery, I should not have been charged a annual fee and once my account was put on hold everything should of stopped or put on hold They told me that I have to pay this months feewhich I feel that is unfair When I was out I presented the manager with a copy of my doctors note Therefore my account should of been frozen and stopped My doctor just gave me the ok to go back on the 15th of this month
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 manner.We apologize, but the above mentioned
individual is not the customer who purchased the furniture so we are unable to discuss and refund specifications with **, however we were able to find the correct customer** ** is correct in stating that the Guardsman protection plan DOES NOT cover any furniture used in a commercial settingThe store has been instructed to contact the customer who's name is on the sales invoice and refund the protection plan amount in full by how the customer paidThe request for a Cashiers check has been denied as a refund must be issued via payment method used by the customerRegards,**Ashley Furniture Corporate Office

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 full review of Mr
***’s concerns, we have agreed to pick up the old furniture and allow Mr*** to pick out something different. Our records indicate that this transaction is scheduled to take place on Friday 7/29/16. Should Mr*** feel his issue is not resolved, we invite him to contact our Customer Care Department by calling ###-###-#### Regards, Ashley Furniture Industries, IncCorporate Office AB

This customer received their Technician visit on Thursday Feb 5th between 2-4pmTheir issue has been resolved and they have signed off on it

Managers delivered guest's furniture on the morning of Christmas Eve, Sunday,12/24/Upon delivery it was discovered that there was a tear in fabric on one piece of sectional and replacement material was ordered and shipped to customer homeOne of the managers did bump an electrical outlet
causing the plastic casing(@cents at Lowes) to crackHe took out a $bill and offered to guest which was declinedWhen tech went out to attach replace material, he discovered a broken board and recommended a replacement for the entire piece which was delivered 3/8/cushions were also ordered to customer's home- have arrivedGuest was offered $for inconvenience which was refusedOn 3/we offered to pick up furniture and issue guest complete refund with no restocking or pickup charge , apologized for not meeting their expectationsCustomer refused as well demanding a 50% refund and keep the furniture.Thank You,*** ***Guest Care ManagerAshley Homestore

Complaint: ***
I am rejecting this response because:Ashley is still trying to delivery the right minor, bed rails and framethey came to my house at midnight last Wenesday March 11thI refused the delivery due to the minor being damaged and the bed frame and rails did not got to the bedroom suit I purchasesI did receive a call from *** *** and she is working on getting this issued resolved.
Regards,
*** ***