Ashley Furniture Homestores

We returned the  sofa.  I left a message for the guest to confirm they have received their refund.

Complaint: [redacted]
I am rejecting this response because:
Hello Melanie,
It is now 2 weeks and 1 day since your delivery of your poor quality furniture. This furniture quality is comparable to [redacted] or [redacted] products that are bolted together by the consumer. It is pure junk. I understand fully that you have a term of sale and you do not want returns at all after transfer of product to consumer. Returns the next day or later I understand is not in your companies best interest. But that said I also feel that in the regard to our experience with this product I would of expected Ashley to make a business choice to help make this better for a returning customer of yours. I have bought other Ashley products with no issues at all, even bought online some products for my daughters room. That online purchase was returned to your company with no issues 2 weeks after delivery. I was told I had to pay ups shipping to return product and I had 30 days to make the return with a 100% return of my money. I don't understand why ordering it online in the store is different from that. I also don't understand why you say that you don't have that 30 day return policy for online purchases as I have done that in the past.
As noted I don't understand why Ashley is willing to lose a customer over me calling 2 hours after delivery and offering to pay truck to come to mu house a second time and pay a reasonable restocking fee for your troubles. This action was only requested from us because we did not see furniture in store to check out and my wife and delivery men were in a rush at time of delivery to move on and get back to work. I feel this is not the next day or later and maybe thought Ashley would after my offer of paying for the return would make a business choice to have customer retention. Unfortunately this experience has been very eye opening about Ashley furniture and the rigidness about not satisfying a very reasonable customer request two hours after time of transfer.
Your customer service personnel that I called 2 hours after delivery told me the same thing about exchanging furniture. We did not take that offer then or now because it does not work for us this time. The reason it does not work for us is that we are looking for black furniture only. The store we visited does not have black furniture for our bedroom so that is why I cannot accept that gesture of good faith then or now. It is upsetting to us that Ashley did not make a exception for us literally 2 hours after the transaction not days or weeks. How does your offer of only in stock furniture work for us? It is common sense then and now that we cannot accept that I'm sorry but also thank you for the offer then and now. I had no recourse then and now but to go to the Revdex.com. This is to what I would think very bad for a company.
I have offered a moderate restocking fee and pay another delivery fee to make the return. It has been 15 days now and we have not moved into our brand new room because we don't want to hurt your furniture so it is in perfect shape when it is returned untouched. Also as noted the one dresser has a broken side pressboard panel that we found the same 2 hours later upon thorough inspecting when we got home after work. Can we please come to a conclusion that the exchange does not work for us and the last and only thing that could satisfy both of us is a one time exception to the return policy for us.
Regards,
[redacted]

To Whom It May Concern:The position of Ashley Furniture HomeStores remains the same.Thank you, Melanie

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
On 1/4, the repair tech came to my home and determined he could not fix the table as it was made wrong, the door was cut incorrectly.   The recliner assemble is mounted incorrectly the frame and this is why the leg cross brace broke off when it was opened up to use.   He was unable to repair any of this and put in his report.      I then spoke to Tamia C[redacted] at Ashley Furniture and was told she would be ordering replacements.  She had to check her ** warehouse to see what they had and would call me on 1/5 with a date and time for exchange.   No call was ever received.   
On 1/10,  Dewan from Ashley Furniture, called me to find out how the repair went.   I had to tell him to go back to Ms. C[redacted], she was supposed to be replacing the items but has not called me since 1/4. 
On 1/11, Called for Ms. C[redacted], but she was unavailable.    I s/w Joe J[redacted], (Supervisor) who advised the replacement table is in stock, but they are waiting on the recliner, eta 1/27.   Someone will call me back once they have to schedule a delivery/pickup.  In the meantime, I am sitting with unrepaired furniture, waiting on a replacement, if it actually happens.      
FYI.   Ms. F[redacted] who responded to this Revdex.com Complaint is never available to speak when I call.  
Regards,
[redacted]

Good Afternoon, We can recommend contacting a trained independent craftsman that works regularly with Ashley Home Stores. KDS - ###-###-####, please make note that the terms of the warranty state that Ashley is not responsible for labor, packing and all shipping transportation costs. LIMITED WARRANTIESLimited Warranties are non-transferable. The following Limited Warranties are given to the original retail purchaser of the following Ashley Furniture Industries, Inc. Products:Frames Used In Upholstered and Leather ProductsLimited Lifetime WarrantyA Limited Lifetime Warranty applies to all frames used in sofas, couches, love seats, upholstered chairs, ottomans, sectionals, and sleepers. Ashley Furniture Industries, Inc. warrants these components to you, the original retail purchaser, to be free from material manufacturing defects. Lifetime means the normal useful life of the product. Ashley Furniture Industries, Inc. will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace the defective parts and shipping costs from the retailer to and from Ashley Furniture Industries, Inc., or a repair center designated by the Customer Service Department of Ashley Furniture Industries, Inc., at no charge to the original retail purchaser. After one year from the date of purchase, the frame warranty covers replacement parts only, and the original retail purchaser will be responsible for labor, packing, and all shipping and transportation costs.

Complaint: [redacted]
I am rejecting this response because I was not available on 9/27th for the appointment please re-schedule appointment for another Saturday.  Thank you.
Regards,
[redacted]

we hare refunded the guest..  Since he paid with a cash, it normally takes about 2 to 4 weeks to receive the refund check.. I do see the refund in our system so he should be receiving in the next 2 weeks..

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention.  We do sincerely apologize the consumers concerns have remained unresolved as mentioned in her complaint. I have spoken to the consumer and advised we...

would be pleased to address her concerns with the merchandise in her home at this time. We did advise the consumer that we have no notable conversation with the consumer until most recently when our customer care department was contacted. She was advised due to the lapse in time between August of 2014 and August 2015 we would be unable to identify any further details in regards to the exchange. As well as exchanges offered are time sensitive and we would not be able to honor an exchange at this time due solely to the time lapse before being re-brought to our attention.In regards to the repairs. It is within our company policy and procedures to address any merchandise concerns in home via service, should it be a viable option to resolve all concerns brought to our attention. The consumer was advised we are confident all concerns recently brought to our attention are addressable through service of the merchandise. At this time no services have been rendered as the consumer has not allowed us to move forward in addressing her concerns outside of a full exchange. The consumer was advised that she has surpassed her 1 year manufacture warranty , however, we have all intentions of making this right for her.Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: We have spent too many hours on this to start this all over from the beginning and have someone come out and “inspect”. We had to drive down to the Ashley store where they gave us the number to [redacted], what Ashley Furniture believed was the protection plan company. I called [redacted] where they couldn’t find me in the system. They told me to call Ashley’s again and get the plan number. I do that and was transferred to 3 different people to get this plan number only to find out that I was given the incorrect protection plan company. It turned out that [redacted] stopped doing business with Ashley’s before I even purchased my furniture. How I was directed to [redacted] to begin with is beyond me.  I was finally given the number for the correct protection company. When I called they put the claim in for the table and the 2 footboards. I was told the 2 footboards would go on the same claim so I was given only 2 claim numbers (one for the table and one for the footboards). At that time I was asked to send in the pictures of the damaged items which I did a couple days after once they were taken. A week passes and I hear nothing so I call back. The representative explains that they don’t call when a claim is answered but I need to keep following up. I was told then that my claim wasn’t looked at yet. Another week passes I call back and I find out that the footboard claim was only for one of the footboards and not both so I needed to open up a third claim. At that time they told me the first 2 claims were looked at but they were waiting for pictures. I explained I sent in the pictures a couple days after the claims were opened. They said they couldn’t locate them. I re-forwarded the email with the pictures. More time passes and I call back again. That’s when they tell us the table isn’t covered and that they need a reason for the footboards. We explained to them yet again that when the scratches were seen we reported them. As far as how they got there, we do not know. Then we spoke to Desmond which was no help either. We were told that this protection plan covered everything. No if, ands, or buts. I was lied to make a sale. At this point, can you blame me for not wanting to start over with an “inspection”? The resolution is to refund me $549.99 or my next phone calls will be to consumer affairs and my attorney.
Regards,
[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has contacted the consumer to further advise an estimated date of 2/1 for parts to be received to address...

the merchandise concerns. The consumer was seemingly pleased with the advisement as we are continuing to address her merchandise concerns.In regards to the home damage claim, I have been advised the delivery company has contacted the consumer to further discuss and/or address on 1/13. The consumer was advised the delivery company would need to address all concerns in direct correlation with the home damage with the delivery company specifically as it is neither owned nor operated by Ashley Furniture.
Please feel free to contact me if I can be of any further assistance while we work towards resolving the consumers merchandise concerns.
Best Regards,
Deannie F[redacted]

My girlfriend and I purchased a sofa and a bed totaling over $2k. After waiting the two weeks for delivery, we excitedly set everything up in our bedroom. On the SECOND night on our the new, very expensive bed, the slats broke. On inspection they had broken before and had clearly been wood glued back together.
My girlfriend tried to call the store repeatedly to no avail. We then drove across town to the store to be told we'd have to wait an hour for the manager to arrive. We waited and the manager pleasantly gave us the numbers to non-functioning voicemail boxes at the distribution center and NO other help.
I finally got someone on the phone who told me it'd be 2-4 WEEKS before they could send replacement slats. (God knows what those will look like) I could attempt to schedule a time for a "technician" to come and repair the bed. The "technician" who had delivered the bed originally drove, almost to a fault, every screw crooked.
Before you buy from this den of horrors, remember that "ALL SALES ARE FINAL". They use easy financing to lure you into buying crap furniture and leave you out to in the cold once the ink is dry. They'll up-sell you into "protection plans" that mean that someone MIGHT talk to you as opposed to giving you a non-working number in Tora Bora.
Sure, I'm pissed off about the bed. But if somebody would actually respond instead of running me through a maze of platitudinous bollocks and incompetent, apathetic drones, I wouldn't be half as angry as I am. If you love yourself and your family, for the love of all that is holy go somewhere else, before it's too late.

Good Afternoon,We here at Ashley Furniture Store would like to thank you for bringing this consumers concerns to our attention. We do apologize that the consumer has not received satisfactory resolution at this time for their concerns. I have contacted the consumer via the email address provided so...

that I may further assist in addressing their concerns. At this time I have requested additional information from the consumer so that I may address appropriately. I will provide further update upon doing so.In regards to the extended warranty purchased by the consumer. Please keep in mind that while Ashley Furniture does grant access for the consumer to purchase the extended warranty at the time of purchase, the extended warranty program is neither owned nor operated by Ashley Furniture.Best Regards,[redacted]

Revdex.com:I have reviewed the response made...

by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received a call from the Corporate office on Monday and was told they would call me back once they spoke with the Greenwood office regarding my complaints and refund of the rug.  I haven't received a call back so as of now I don't know if they have refunded the rug yet and what date to expect the money to return to my account.Regards,[redacted]

I am rejecting this response because:This is not true at all.  I originally thought it was the cushion, requested another cushion, and it was sent.  When we sat on the new cushion, it immediately deflated.  I called again and a technician came and examined the couch.  IT WAS NOT THE CUSHION.  He said it was the springs which are broken.  They told me someone has to come to my home and repair it.  A BRAND NEW SOF!  The response was not true at all.

The delivery is scheduled for 4/23.  I have left a message for the guest to call me to schedule for a date that works better for him.

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer has been offered a pick up and full refund of the mattress. We are currently awaiting the consumer to choose a date for the pick...

up so that we may proceed with the refund for the merchandise.Best Regards,
Deannie F[redacted]

Good afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We have reviewed all information brought forth and want to all within our power to resolve the consumers concerns. The consumer has been advised we are pleased to...

service all concerns brought forth in regards to the merchandise. Parts have been placed on order, and upon receipt of we will schedule an service technician to install. Please feel free to contact me if you have any additional questions in the interim.Best Regards,[redacted]

We spoke to [redacted] about her concerns. We assured her if her furniture does not fit into her home or into the room where it is to be used , she can re select something that will fit.  I believe this resolved the concern.
 
Thank you 
 
[redacted]...

[redacted]
GM

Tried to call the guest.  But they weren't taking calls at this time.  I will try to reach out to them again.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]