Ashley Furniture Homestores

To Whom It May Concern: Thank you for being a valued Ashley customer.  After reviewing your account, I was able to determine that some of the confusion was that these items were from a previous protection plan replacement.  As a courtesy, Ashley Furniture has ordered courtesy cushions...

and once they are completed being cut and sewn they will be delivered to the address that you provided. Thank you for being part of the Ashley family, [redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced with their merchandise concerns. Our customer care...

department has been in contact with the consumer as recent as today, 1/6/16 in the efforts to continue to address their concerns. The consumer was offered and accepted an exchange of the corner chaise. A new chaise has been placed on order, as well as we have parts placed on order for the middle cushion for the armless loveseat. We are confident in taking these measures we will be able to offer the consumer full and complete resolution to their satisfaction.Please advise if their are additional measures required to be taken at this time to ensure the consumer remains satisfied in the manner in which their concerns are being addressed at this time.Sincerely,Deannie F[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing the consumers concerns to our attention. We have researched further into the details of the complaint and would like to take a moment to elaborate on the advisement most recently given to...

the consumer via their customer care representative.On 8/4/15 the consumer picked all items from our distribution center. At the time of pick up we do request that all items be inspected and signed for as received in good condition. The consumer did sign for receipt of all items and to be in good condition. Items were since moved to our understanding via a moving van to North Carolina. The consumer called in on 8/8/15 upon arriving to North Carolina to advise of damaged items. Upon receipt of the concerns being brought to our attention pictures were requested and reviewed. The damage displayed in the pictures brought forth were extensive as the item appeared to be damaged in transit due to the extent of the displayed damage. We sincerely empathize with the consumers merchandise concerns, however, we would be unable to move forward with addressing with the information at hand.We did however offer to send any and all orderable parts to the consumer to their North Carolina address at no additional charge as we wanted to provide further assistance to the consumer to assist in addressing their concerns.Signed invoice of the consumer piking up the items in good condition and correlating pictures can be furnished upon request.Best Regards,[redacted]

I have spoke to the guest.  we are canceling the orders and the financing.

Good Afternoon,
We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any inconveniences the consumer may have experienced while awaiting the arrival of the remainder of their order. I...

am pleased to confirm all items pending delivery were delivered in full on 10/23/15. At this time the consumers order has been fulfilled and all concerns have been resolved in full. Please advise if I can be of any further assistance in addressing this consumers concerns.
Best Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I do apologize, however, the consumer would need to work directly with the extended warranty company to address the warranty complaint. While we do offer...

the opportunity for the consumer to purchase the extended warranty at point of sale, [redacted] is neither owned nor operated by Ashley Furniture. I do apologize for any confusion in regards to coverage, however, all documentation of coverage and warranty is offered at time of purchase to eliminate any confusion. Upon reviewing the complaints. however, several of the concerns mentioned, with the exception of the peeling would be covered under the extended warranty. I would be pleased to review the claim filed and offer further advisement  to the consumer should they need further assistance in addressing this claim with the warranty company. Please feel free to reach out to me should you have any further questions in regards to this consumer.Best Regards,[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We sincerely apologize for any concerns the consumer may be experiencing with his merchandise. At this time I would need to advise the consumer to file a...

claim with the extended warranty purchased at point of sale as I am certain they will be pleased to assist. Based on the afore mentioned sale date of 2012, the consumer would have surpassed the one year manufacture warranty and would need to utilize the extended warranty for replacements and/or repairs. They may contact their Montage representative at 800-686-5559 to initiate an assessment of the merchandise. Please let me know if I can be of any further assistance in addressing the consumers concerns.Best Regards,
[redacted]

We have picked up the guest table and are refunding her the money.  I have left a message to make sure she has received the refund.

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced in awaiting the arrival of the order to be delivered in full....

I am pleased to advise the consumer is currently on schedule to receive delivery of all remaining items to fulfill their order on 9/22/16. We are confident all concerns for the consumer will be resolved in full upon completion of the upcoming delivery.Please feel free to advise should the consumer have any additional concerns requiring further assistance at this time as I am pleased to assist in ensuring the consumers satisfaction with their order.   Sincerely,Deannie F[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore  Please allow me to apologize to the consumer for any inconveniences experienced with the delivery of his order. I am pleased to advise...

at this time all concerns for this consumer have been resolved in full. The consumer received a partial delivery on 10/14 of his sofa and love seat. The remaining item on delivery was refused due to not reflecting the original item purchased. On 10/15 sales changes were made and a discount was entered for price matching as well as the new item was placed on order in preparation for redelivery. The new rocker recliner was delivered on 10/21 and the purchase was advised to be delivered in full to the consumers satisfaction at that time. All concerns for the consumer have been to the best of our knowledge resolved in full and services have been rendered to completion. Please advise if we may be of any additional assistance in further addressing the consumers concerns. Sincerely.Deannie F[redacted]

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.I spoke with Deannie F[redacted] and Stephanie W[redacted] regarding our situation. We agreed they would send us a new set of tables and then send a crew to fix the sofa sleeper. I just had to refuse service a few minutes ago due to not having the amount of promised goods as well as delivering damaged goods to replace our already damaged goods. I've e-mailed both Deannie and Stephanie and I'll be waiting for their response. THIS COMPLAINT SHOULD NOT BE FILED AS CLOSED AS IT IS STILL ONGOING. I am waiting to see what their solution is to rectify the situation.
Regards,
[redacted]

Revdex.com:I have reviewed the 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.The delivery was canceled because between the time we were waiting on delivery of a purchase made in October, the item became discontinued.  I was offered another desk that did not resemble the first and was a floor model.  I am now stuck with 3 out of 4 pieces of a desk set with no matching desk.  I believe that this entire mess should involve proper restitution for my time in this matter.  Regards,[redacted]

I have left a message for the guest.  According to the note in our system.  we repaired the table in March and the guest sign that repair was complete.  I broke again in May.  We sent a tech out to fine it was damaged again and the damage appeared to be accidental damage not a...

defect.  We told him to call the extended protection plan company.  He told us they denied the claim.  We were going to repair the table one more time as a courtesy since the protection plan company denied it. but the guest refused to have us repair it.

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.The technicians have repeatedly commented that a repair will not fix the issue. The damage has always been the same case, there was no "additional damage" created in between repairs. Therefore, it is unacceptable and non value-add to attempt another repair in this situation. Again -- the reason the claim was denied was because we were informed to attempt multiple repairs instead of filing a claim.Regards,[redacted]

To whom it may concern, We have received your complaint and empathize with your current situation. After careful review of your account, it was determined that you were in our New Rochelle location on 11/18/2014 at which time you made the purchase in question under [redacted] for a Queen Panel...

Bed (Package SKU# [redacted]) with a Protection Plan totaling $1,071.28 with the inclusion of the Taxable Delivery Charge and applicable sales tax. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions). Among these Terms and Conditions, we state that the acceptance of delivery by the purchaser or an authorized party formally binds all Terms and Conditions. We also include our Warranty Information, which states that we provide a 1-year limited manufacturer warranty beginning at the original delivery date which allows us to service manufacturing defects only and is applicable towards the original purchaser at the original delivery address. It also provides a brief explanation of the Protection Plan of which you speak, which is as follows: We offer a 5-year comprehensive Platinum Protection Plan that covers accidental/incidental occurrences including rips, tears, stains, punctures, scratches, burns, dents, chips, electrical components, breakage of mechanisms and more. (Plan does not cover normal wear and tear or substitute as a cleaning service.) Please refer to service agreement for coverage details. On 12/2/2014, we visited your home at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), and signed the delivery receipt. The first call we received regarding your issue was on 10/11/2016, at which time you were given the option of reaching out to Platinum Protection Services (as you were no longer covered by our 1-year limited manufacturer warranty) or taking down the phone number of one of the technicians that we work with so that you could set up service at your own expense. We received another call on 5/15/2017 with the same issue, at which time we went over the same options. The Platinum Protection Plan you purchased is managed by Platinum Protection Services. They are a separate entity, and do not operate within our Terms and Conditions. For this reason, we do suggest on our Terms and Conditions that you refer to the service agreement for coverage details. Presently, you are not entitled to service or replacement from Ashley Furniture Homestore. Platinum Protection Services operates within their own policies, and so we recommend you reach out to them directly at ###-###-####. Thank you for your time, and have a wonderful day!

To Whom It May Concern:
Thank you for choosing Ashley Furniture.  It is our goal to delight you.  As such, we have provided a one time exception that was listed on the first response.  In your circumstances,   that would be the exception available at this time. 
 
Have a great day,
Melanie

We have ordered the guest new chairs and we are going to level them at the guest home at the time of the delivery.  We are delivering on 1/31

Complaint:[redacted]I am rejecting this response because:As of this date nothing has been refunded. We are still being charged in full and that includes the delivery charge we were told was being refunded on July 5. We have received a $50.00 gift card to Ashley Furniture Homestore that we will never use. On top of the lack of refund, the customer service has been horrible. We placed and order on June 23 with a guaranteed delivery date of July 5th and they did not come through. In fact from that day forward the entire order had problems. At no point did we have all our furniture delivered, they delivered broken furniture (which I have a photo of) and we never had the bed delivered at all. They actually removed pieces from our order claiming they were delivered.  It has now been over a month and this situation has not been resolved. The response from the store claiming that we have been refunded was an outright lie. I will not be contacting the customer care department because it gets me nowhere. They do not answer the phone or return calls or emails. They gave me the runaround and tried to pass the problem onto others who ignored us in the same way. I have a detailed time table, including dates, times and names of the entire situation. Please help me get this problem resolved. Thank you.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: There is still a odor coming from this chair.
Regards,
[redacted]

To whom it may concern, We do apologize for any misinformation that may have been given to you at any point, and have come to a resolution that should quell any concerns. Although you state that the product specialist at the store told you there was a 30-day return policy, you...

signed the sale receipt which is a formal acceptance of the Terms and Conditions. Among these Terms and Conditions is the return policy which states (verbatim): “We do not accept returns of any items after delivery”. There are also policies explaining the refusal of merchandise at the time of delivery if the merchandise does not fit, which is an option that was not exercised at delivery. Upon the acceptance of delivery, you binded these Terms and Conditions. We are very aware of the fact that all representatives working in the stores and the office are trained, and well versed in these policies, however we will not rule out the possibility of an honest mistake or a misunderstanding of verbiage. That being said, we will not be offering a refund for the merchandise. Despite our decision regarding your request for a refund, we will be happy to pick up the merchandise and allow a full credit for the Queen bed only so that you may select something different from one of our stores in an effort to delight you. If you choose merchandise that exceeds the credit allowed, you will be responsible for the difference. Thank you for your patience throughout this. Paperwork has been submitted for your reselection, and you will be contacted as soon as the paperwork has been entered for you to go into the store and select something different.