Ashley Furniture Homestore

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,
*** We called the store and the manager would get on the phone with us, this is not the first time he would not talk to us They left a message on our phone to call them and they offered the $by phone and also said they would be scheduling a delivery for a NEW table - we have NOT heard back from them. We will KEEP the damaged table, as the last table they brought us was in worse condition that this one, but we will have to get it repaired, we feel $would be only fair due to the way they are handling this and the fact that we still have a damaged table, the draws don't shut properly and there's a gouge in the top of the table, even their repairman said he could not fix it!

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
It took approximately four days of sitting on the two sofas and chair and the cushions lost all support....and I mean ALL Support. They have one the worst customer service support systems that I have ever dealt with

Good morning,
This is in response to complaint id #***.
The customer originally purchased a king size bed frame on November 28, from our Ashley’s Homestore in Anchorage, AK. On November 29, 2016, the customer contacted the store stating that there was damage
to the merchandise upon getting it home and requested a pick up and swap out of merchandise. Which was approved by the store manager and the paperwork was completed at the store level for a swap out scheduled and completed on December 4. There was no delivery charged. To date we have not heard anything else from the customer
Please confirm that they are happy
Also, could you please help us gain online access for Ashley’s Homestores to respond to complaints. You may contact me or my supervisor, Jolene A*** at (907)264-
Thank you,
Cindy H***
A/R Specialist
Furniture Enterprises of Alaska
E 38th Ave
Anchorage, AK
Office (907)264-
Fax (907)264-

Dear Revdex.com,Please convey our apologies for the inconvenience this poor experience has caused our customer and their family.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 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 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 customers delivery was completed on 1/8/As a gesture of goodwill we are providing a discount on our customers purchase as well as refunding the delivery costs. All refunds may take up to business days to be completed.Thank you for bringing this matter to our attention. Sincerely, *** ***
*** ** *** ***

*** *** *purchased a dining set on 7/4/and it was scheduled for delivery on 7/15/16, it arrived damaged, and she took photos of the damage and spoke to the store and was asked to emailed them to our customer care department and was ask to give us hour to respondWe did receive
them on Fri 7/15/16, was not able to reach her on Saturday 7/16, I am off on Sunday 7/17 and Monday 7/I did speak to her on Tuesday 7/19/19. We (Ashley Homestore) determined by the photos that a service tech would be able to fix the delivery damageWhen I explained to *** *** *hat we would send a technician to repair the damage, she stated she did not want it repaired she wanted new, we talked about it and she agreed to allow a tech to come out with the understanding if HE determined it was not repairable we would exchange the piece or pieces at that timeThe tech was out on 7/28/He was unable to repair the table base in the home as it was too close to the floor and suggested we order new bases and that the chairs were not the same color and would need to exchanged also and did not repair the damaged ones.I spoke to *** *** on 7/30/and said we would exchange the table bases and the chair that was damagedShe wanted a whole new set because the of color variationExplained the color variation would not be fixed with an exchange as the set is made to look distressed and antiqued, so the shading would never completely match each otherOffered for her to reselect to another set where the finish was not distressed or antiqued so there would be no color variation, She said no, she wants what she wants, and picked put what she wanted. She then asked for her money back, I started to explain our return policy when she interrupted and stated " that was out of the question, right, well you can see me in court" then hung upWe will still exchange the table bases and the chairs that were damaged at delivery, or she can reselect to another set

To Whom It May Concern: In regards to the claimed filed against our company, Ashley Furniture HomeStore, on 12/08/by, We received Mr., ***s responsePer our first letter we did agree to send out our service craftsman to correct this setWe did receive a report back from them stating that they were unable to correct properlyOur Service manager called Mr*** to let them know that based on this report from the craftsman we would be allowing him a reselection of the entire bedroom, excluding the mattressThis was done on December 22nd, which was two days before we received Mr***s response via the Revdex.comIt has never been Ashley Furniture Home Stores feeling that Mr***’s claim was invalid, just the he did not give us the opportunity and time to follow our procedures and protocols, we are still requesting the this be removed from our file as invalid, as Mr*** would have had the same results without filing a complaint against usOur company strives to serve all our customers with the best star customer service and the best quality products in accordance with all policies mutually agreed upon at point of saleWe value Mr***’s business; this customer has been assisted to the best of our abilityIf we can be of any further assistance, please do not hesitate to callKindest regards, Corporate Customer Support Center

We have spoken with our customerWe allowed the charge back that her financial institution issued to stand, because she expressed that she would not accept the goods or services that where purchased. We refunded the purchase to them at that time. We no longer have possession of the funds as we have previously advised

Thank You for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Mrs*** 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 Ebony’s complaint, we
have reached out to upper management at the retail location. Per sales manager ***, the customer has accepted delivery with no complaintsHe is confident her concerns have been resolved. At this time we invite Mrs*** to contact her retail location if there are any further questionsRegards, Ashley Furniture Industries, IncCorporate Office ND

Complaint: ***
I am rejecting this response because: I do understand human error and mistakes, however, I think that the sales person set out to make the sale no matter what. I did research as a consumer and yes, I did provide a price from a competitor (which is not an uncommon technique amongst consumers), and miraculously the salesperson was able to reduce the price at the time of purchase by approx$1300. I was then notified upon delivery that the base was incorrect and amazingly, we would need to pay $additional to get the correct base. This is a technique referred to as bait and switch in order to make the sale
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.Upon receiving this complaint we have
been in contact with the store's upper managementWe will respond back as soon as we have more information.Regards,**Ashley Furniture Corporate Office

Good Morning, We are refunding the member for last month’s chargeHe is coming in to our club on Tuesday with a valid credit card and starting up his membership againHe will be paying us the annual fee he owes us, along with the first month’s charge.Thank you,

Thank you for the update on *** ***’s complaint. We have once again reached out to our Technician service area and have been advised that new center supports are being cut and installedWhen those center supports are installed the Technician will take of the floor as wellRegards, 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.
Regards,
*** Al ***

We have contacted our customer and discussed 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
Regards,
*** ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Ms ***'s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely mannerThe store manage at the LA Broadway
store has reached out to *** and he feels that they were able to come up with a plan to resolve her complaint.We are sorry that there was a mix up with her payments and she was not given correct information at the time of the purchase Management is addressing this concern with their staff and hopefully this will not happen in the futureRegards, Ashley Furniture Industries, IncCorporate Office *** *

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Arman M***’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
Arman’s situation, the customer had agreed to one final attempt to exchange the table. This delivery appears to be complete as of 12/13.16. Arman will also receive a refund of $for all the inconveniences. We invite Arman to continue to work directly with the retail location to ensure all issues are fully resolved. Regards, Ashley Furniture Industries, IncCorporate Office AB

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 full review of customer’s complaint. We have found that the store had entered an exchange for the dresser that is currently scheduled for delivery on 12/11/16. We invite *** to work with his local retail store for that deliveryRegards, Ashley Furniture Industries, IncCorporate Office KC

Thank you for the update on Ms** ** ***’s complaint, we have reached out to the store again regarding the refund. The store has processed the refund for Ms** ** *** so the amount to be refunded will go back on her Visa card. It can take up to to business days for the refund to show up on the Visa account, however it could take longer than that depending on how long it takes the bank that the card is thru to process the refund back to her accountRegards, Ashley Furniture Industries, IncCorporate Office KC

Complaint: ***
I am rejecting this response because: No such offer was made to usJerry C*** after prompted by an additional email from me (dated on 5/29) has made an offer of an additional minimal credit along with the gift card in an email on 5/The $delivery refund spoken of here and in my emails with Jerry was due to me at the time they first attempted to delivery the furniture approciating months ago and I haven't even received thatIn Jerry's most recent email dated 5/he states he will give us a refund for the return of the bedI have asked for the exact amount of refund in writing in my 6/emailI have yet to receive any word back from himI responded to him a week agoI followed up via email again today 6/I have little to no confidence that I will even receive a credit if I release the bed to anyone at this point
Sincerely,
*** ***