Ashley Furniture Homestore

We have contacted our customer to start working toward 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.]
Regards,
*** *** my Main complain is The altitud Of The adjustable bed not only The matress what are they going To do about that? Im not able To go in And out Of The bed , I do not have extra money.to spend im not satisfied with The whole hole bed The one we tríed on The store Was not as hight , they only focus on The matress is not only that is The whole bed I need The refund to buy a bed that I can use

Quick, Pleasant and Professional! MrPolk showed up and had me taken care of and on my way in less than minutes! His service was a value compared to others
(Explorer)

Thank you for the update on Ms***’s complaint. The “insurance” Ms*** is referring to is a Furniture Protection Plan that covers accidental incidents. I have attached the terms and conditions of the plan that Ms*** purchased. The Furniture Protection Plan does not cover cracking and peeling of leather. Please see section “Fabric, Leather, & Vinyl Upholstered Furniture:” this section tells what is covered by the protection plan for those types of material. We will still honor the previous offer of 55% of what she paid for the sofa as in store credit to the HomeStore she originally purchased from. If Ms*** is wanting to accept this offer she will need to contact our customer service department at ###-###-####Regards Ashley Furniture Industries, IncCorporate Office **

Thank you for contacting Ashley Furniture Industries, IncWe
appreciate that you have notified us regarding Mr***’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
The
customer’s complaint is regarding Guardsman who is a separate company and has
no ties with Ashley FurnitureWe do not back this companyWe provide the
opportunity for customers to purchase a protection plan against accidental
damages for their furnitureThe terms & conditions of the plan are provided
in the literature given to the customer at the point of saleThe Guardsman Company
only covers accidental damages laid out in the What Is Covered section
These damages need to be from a specific incident and called in within days
of the damage occurringWe spoke to Guardsman on the Mr***’s behalfThe customer
filed their claim for overall soiling from everyday useThey stated that the
soiling started happening 1-months prior to them calling the damages inThe customer
was denied for accumulation, and no specific incident or accident for the
stainsWith regards for how the customer feels they were treated, Ashley
Furniture cannot answer for a 3rd party companyMr*** will need
to work directly with Guardsman regarding this issueIf a refund of the plan
is desired, this will also need to go through the Guardsman Company
Sincerely,
**
Ashley
Furniture Corporate Office

Good Evening, Our Customer Care Department is trying to reach *** *** to discuss his concerns. Messages have been left at the phone number listed in this complaint. We will continue trying to reach him until this matter is resolved.Thank you,Ashley Furniture
HomeStore

We have attempted to reach our customer on 9/9/and 9/15/to discus resolution

To whom this may concern:Yesterday I filed a complaint (ID ***) against Ashely Furniture Store of Eatotown NJ. After the business was notified of the complaint via Revdex.com they escalated the issue and someone from their regional office called me. They had me send them a copy of the receipt and invoice, and after seeing that they were glad to honor the agreement.My case has been resolved and I wish to retract my complaint. I also wanted to thank Revdex.com for your help. It is amazing how responsive a business is when they realize a Revdex.com complaint has been filed against them. Without Revdex.com I don't think the outcome would have been the same.Please retract/close my compliant as soon as possible and thank you all again for your help.Thank you,*** ***

Thank you for the update on *** *** complaint. At this time, our Finance Department shows that all monies due to Ms*** have been refunded. Our records indicate that there is a zero balance on her Synchrony account. We invite Ms*** to contact Synchrony to discuss the remaining balance as we have refunded everything due to herRegards, *** Furniture Industries, IncCorporate Office KC

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 receiving ***’s
complaint, we have reached out to our upper management at the store he purchased from. Upper management from the store has advised that *** spoke to a representative at the store early last week sometime. The representative from the store advised that it takes time for the cells to open up in the bed and also advised customer to call back by Sunday if still having issues with it. At this time customer has not reached out to the store yet to advise if still having issues or not. The store manager will be reaching out to the customer today to follow up on this matter. Regards, Ashley Furniture Industries, IncCorporate Office KC

Date: 1/13/
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
After reviewing the
customer’s complaint I have gotten in
touch with the customer and requested the photos the customer stated she would
provideOnce I reviewed the customer’s photos I have entered an even exchange
for the customer’s loveseatIf the customer would have contacted Ashley
Furniture’s customer care with their issues we would have been happy to address
them prior
At this point the customer seems to be satisfied with the
exchange and we would consider the customer taken care of
Please feel free to contact me with any further
questions/concerns
(Reference SR#***)
Sincerely,
Ashley Furniture Industries, Inc
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.After reviewing Ms***’s
concerns, we reached out to our retail location to discuss the matter furtherManagement at the retail location has reached out to Ms*** to offer a refund and return of all requested items.We apologize for the inconveniences Ms*** has experiencedPlease feel free to reach out to our retail location at ###-###-#### with any additional questions or concerns.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW

Dear Revdex.com,Please convey our apologies for the inconvenience he is experiencing.As each person’s sense of comfort is unique, Ashley Furniture Home Store does not warranty or guarantee the comfort and firmness of any mattress sold. Some manufactures have specific comfort
guarantees; these programs are limited to the first 90-nightsSpecific terms vary based on which mattress is purchased. We will not return any mattress after it has been delivered, but we will gladly exchange any mattress sold by us containing a manufacturing defect that has not been soiled or stained in anyway Manufacturing defects are defined specifically by the mattress manufacture and are not subject to our negotiation. Each customer purchasing a mattress is provided with this information in writing to be signed before the sale is written. According to our records, we have scheduled for a certified craftsman to inspect the mattress on 03/10/Once we have the report from the craftsman, we can proceed accordingly.Thank you for bringing this 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,
*** *** *** May 24,

I spoke with the consumer in regards to his issue He was delivered his item on the 14thThe following day the customer called in regards to the damage and a tech was scheduleHe was rescheduled three different times, when the technician was finally able to go out there the damage was quite
extensiveThe back panel was damaged We have reordered the piece He was extremely happy with the reorder and I will be contacting him with an ETA

I apologize for the ordeal, we would have hoped the furniture had arrived timely the first time Our preference would have been to cancel the order if you were moving out of the area and transfer the sale to the store in *** We attempted to accommodate outside of our business practices because you insisted we do There were additional costs associated in contracting a third party carrier to take goods to *** The contract was satisfied when the delivery service made the final delivery.Thank you

Dear Revdex.com,Pleasy convey our apologies for the damaged footboard our customer received.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 have contacted our customer and are working towards a resolution.Thank you for bringing this to our attention.Sincerely,*** ***Office of the President

The guest was delivered after delivery hours on 10/14/2015. The delivery service has removed their fees for the guest for any inconvenience. Unfortunately we cannot add any compensation for time, we believe this is an unfair practice and believe the delivery service has managed
the situation accurately
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. Hi Stacy, this is Jessica, my complaint ID is ***I have been in direct contact with Ashley furniture and we came to an agreement of 25% discount
Regards,
*** ***

Thank you for contacting Ashley Furniture Industries IncWe 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. After reviewing Ms
*** concerns, we reached out to our In-home Damage DepartmentA representative with this department was able to reach out the MsBradford and discuss the damage done to her homeMsBradford has agreed to send in additional photos of the scratches on her floor and to get a repair estimate from the company who originally installed the flooring. When we have received this information from MsBradford our In-home Damage Department will provide us an update as how we will to addressing the damage. We apologize for the inconveniences MsBradford has experiencedPlease feel free to reach out to our Customer Care Department at ###-###-#### with any additional questions or concerns. Regards,Ashley Furniture Industries, Inc.Corporate OfficeAW