Ashley Furniture Homestores

Good Afternoon,
I would like to thank you for bringnign this consumers concerns to  our attention. I did have the pleasure of personally coordinating [redacted] final delivery of her occasional three table set. She received her last and final delivery on 8/14/14. On...

behalf of Ashley Furniture I would like to apologize for any confusion or delays experienced in the delivering of her merchandise.
While I do empathize with the consumer, we will not be able to refund her delivery at this time. The merchandise was delivered in full and at this time all concerns in regards to th delivery of this purchase have been fully resloved and all delivery services were rendered in full.
Sincerely,
[redacted]

I have spoken with the guest.  We had a service opened but closed it because we couldn't get in touch with the guest.  The guest is now out of warranty but I am going to do  one more courtesy service.

Good Afternoon,Please see the [redacted] referencing Mrs. [redacted] pick up. The consumer signed for all items being received in full and in good condition. As per my previous response we do take any and all appropriate measures to ensure the items are received and acknowledged to be in good condition at the time of pick-up and/or delivery.  Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:If they are truly sorry about our disatisfaction they would have been more customer focus.  Ashley Furniture was informed during our purchase that my 78 year old mother was going to be home alone and we were concern of her having to accept the furniture without someone helping her inspect the product.  Justin the manager assured us that their delivery employees would be certain to inspect the product to meet their product quality.  This is a defenct not a damage.  We asked to speak to a manager on two different occasions and the customer service representative refusred to transfer the call to the manager claining they had the same authority.  In addition, Ashely Furniture is only offering to send the inspector technician on Thursday.  This timeframe does not meet our schedule.  Our available schedule is any weekday after 4:30 p.m. or weekends any time.  We are asking for either a refund or store credit the recliner we purchase does not meet their advertised quality.  We do not understand why they wont at a minimum give us a store credit.  The representative's argument is that they can not sell the product to anyone else and they should have not sold it to us in the first place with such defect.  They took advantage of a senior citizen.  Please provide an appointment that will meet our schedule as well not only yours.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, my sofa still under the warranty.  In addition, the excuse of not being able to process claim because of the serial number they claimed should be on the sofa, it is simply unacceptable.  Ashley is clearly fully aware of these peeling product issue and therefore, should address it by replacing the sofa or providing full refund.  In addition, I was never offered any options of repair and I have  never received any communication from Ashley offering a repair, that is false statement.   
Regards,
[redacted]

To Whom It May Concern;
Ashley Furniture Home Store apologizes for any difficulties that you have incurred.  Each Ashley Furniture Home Store is independently owned and operated.  When this consumer made this purchase, our franchise was not the owner of record for this location.  We do not have the paperwork and receipts from the original purchase.  We apologize that this consumer did not read the contract that was originally mailed to them 4 to 6 weeks after the purchase.  We really value our consumers and would like to offer the customer a 20% off discount towards a new purchase of any product not currently under any promotions. 
Thank you,
Melanie

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. At this time the consumers concerns are in review with our customer care department. The consumer was originally declined service for his mattress solely due to the date in...

which the concern was called in. The consumer was delivered on 8/9 and our records dictated the delivery damage concerns were not brought to our attention until 8/15. Due to the lapse in time we would have not been able to correlate the damage to the delivery in itself. However, the consumer has since advised he has supporting documentation otherwise. Documentation has been requested and the consumer has advised he will email us for additional review. Please feel free to contact us should you have any additional questions or concerns in the interim. Best Regards,Deannie F[redacted]

I read the company resolution offer and declined.  The delivery person made a clear written description of the damage.  If I keep this piece of furniture, then I want a full refund for this piece.  No one buys furniture to keep a damaged piece in their home.  There is supposed to be a new one on order.  As far a excepting this piece upon delivery, the delivery men had already carried the previous damaged entertainment center out to the truck when they uncovered the current piece and noted the damage.  They did not want to bring the previous one back in and take the current one back, because either way I had a damaged piece of furniture until a new would arrive.  They said it was a heavy piece of furniture and assured me that I could keep this damaged piece while the next one as ordered.  I feel that even when I get a new piece, other compensation is deserved.  This has been a frustrating process.  Ashley does not delivery furniture on time, nor so they keep their word.  I want this resolved.  I will not buy from Ashley Furniture again after this is resolved.
 
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank yu for bringing this consumers concerns to our attention. On behalf of Ashley Furniture please allow me to apologize to the consumer for any delays they may have experienced in regards to the delivery of their merchandise. I...

have spoken to the consumer and was able to confirm the consumer is on schedule to receive delivery of all merchandise today, 1/27/15. We are confident all concerns will be resolved by the end of business today. Please feel free to contact me if I can be of any further assistance in addressing the consumers concerns.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. I do apologize we have been unsuccessful in reaching an amicable resolution for the consumer at this time. We do feel we have done everything within our...

power to resolve the consumers concerns, as well as gone above and beyond our normal operating procedures to do so. Please allow me to provide further information. The consumer picked up the aforementioned merchandise on 2/14/15 as all delivery services were declined at point of purchase. Upon doing so the consumer does sign a terms and conditions whereas they are advised of our pick up policy and procedures. The consumer is provided the opportunity to inspect all merchandise at the time of pick up and is required to sign and document that all items were received in good condition. On 2/14/15 after returning home with the merchandise the consumer contacted the store to request assembly. The consumer was offered to assemble all merchandise for a $25 assembly as per our policy and procedures. The consumer declined all services. On 2/15/15, the consumer called into the store and advised she was having difficulty putting the merchandise together and it was damaged. Please keep in mind we can not be certain as to when the damage incurred as the consumer did document and sign for all merchandise being of good condition on 2/14/15. In the efforts to resolve the consumers concerns we did send a service technician to her home to assist in assembly and inspect for damage. All applicable fees were waived for the service. The service technicians findings we re that the items were damaged beyond repair. Customer service contacted the consumer and advised the we would be pleased to exchange the merchandise via delivery at no additional charge to the consumer. On 4/1 the consumer received and refused the exchange as she remain unsatisfied. We placed new items on order for the consumer and scheduled a second attempt exchange on 5/19, wheras the consumer accepted the delivery and made notations of her request to reorder and exchange. I spoke to the consumer on 5/20 and advised that I would be more than willing to address her concerns, however, I would need to have the opportunity to further research as I was unable to view the merchandise recently delivered and would need to educate myself further on her concerns so that I may ensure we address accordingly.  I have since reviewed the pictures of items delivered and cannot concur as to the damage as it is not visible in the picture provided by the delivery company and the consumer refused our request for further pictures. We do however understand that the consumer remains displeased  with her delivered items and would like to reach an amicable agreement to resolve her concerns. I have been authorized to offer the consumer a $100 credit towards the item purchased, to be given back in the original form of payment to keep the items as is. Should the consumer agree to offer we will be pleased to move forward in processing the $100 refund.Best Regards,[redacted]

Spoke to guest.  I explained that the VIP rebate is an in store credit.  I did make the exception for this one and we are refunding the VIP in the form of a check.  The VIP doesn't expire until 10/30/2014, so the check will not be mailed until 11/7/2014 since it takes 7 to 10 business...

days to process a check refund.

To Whom It May Concern:We have reached out to this customer and assisted the customer through the claim process.  We are working with the [redacted] team and the customer to resolve the staining.  I will personally follow up with the customer with information as soon as [redacted]...

provides it.

Good Afternoon, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to the consumer and advised that we will be moving forward with crediting her for the undelivered merchandise per her request. Please feel free to...

contact me if I can be of any additional assistance. Best Regards,[redacted]

I have left a message for the guest to discuss option.

I have left a message for the guest.  Please see the following notes.  There were put in the system at 12:09 pm the day of the delivery by the delivery driver.  We will repair the issues as a courtesy.        Customer told us to leave nightstand in...

the living roomand they will take care of moving it. When we places itdown it was in good condition

I am...

rejecting this response because:   ASHLEY FURNITURE HAS A PATTERN OF SAYING ONE THING, BUT NEVER FOLLOWING THRU ON THEIR WORD. IT IS ABSOLUTELY NOT TRUE WHAT THIS MELANIE PERSON SAID. I HAVE NEVER RECEIVED A PHONE CALL AS OF YET FROM THEM. I WAS TOLD BY A MANAGER NAMED SAHAR THAT SHE WILL PLACE AN ORDER FOR REPLACEMENT SAFA ON 10/26/15 AND SOMEONE WILL CALL ME BACK. BUT OF COURSE IT WAS LL A LIE AND NO ONE HAS MADE AN ATTEMPT TO CALL ME.  ASHLEY FURNITURE IS PLAYING GAMES WITH ME AND THIS IS NO LONGER ACCEPTABLE. I WANT MY SOFA REPLACED NOW!!!!

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.I did finally speak with the representative from Ashley and I was told that new parts to my chairs have been ordered and will be shipped to my house w/in the week.  However, from my experience I'm sure this won't be over just that easy.  I will not be pleased until all my requests are taken care of and all furniture replaced or fixed.  Regards,[redacted]

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. Our customer care department has been in contact with the consumer ina continued effort to address their concerns. At this time I am pleased to advise we have provided a full...

resolution to the consumer to address their concerns in full and to their satisfaction. On 1/19/17 the consumer was advised we would allot for a reselection of the recliner with a store credit of $[redacted] so that  they consumer may choose an alternative item of their liking. The consumer is currently in the process of reselecting at this time. Once the consumer has reselected the item, new will be placed on order and delivered upon it's arrival. Please feel free to advise if we may be of any additional assistance to the consumer or if any additional information is required in the interim.Sincerely,Deannie F[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.Regards,[redacted]
Yes, this is a complaint about the back of the brown extra-wide recliner that was supposed to have a replacement back sent to us. We have not received the replacement and have a $500 5-year warranty through the company. We have been promised the back several times and have yet to receive it.I don't know what else to do about receiving faulty furniture and paying $4800 for the furniture and an extra warranty and not having it replaced. I don't know why the other claim was even closed because there was never a resolution. We paid for a warranty, the furniture broke within 48-hours, they said they would deliver a replacement and brought the wrong color and wrong part(they tried to deliver an orange recliner), the Revdex.com closed the case, and we are now in the same position of having a broken $4800 chair with warranty that they will not fix. All we want is a replacement back to the BROWN extra-wide electric recliner. If they won't honor the warranty, I don't know why we even paid $500 for it or where else I can turn to get what I paid for. We have had nothing but trouble with this company and regret ever purchasing this furniture. This has been the single most horrific purchasing experience of my life and simply want furniture that is worth the $4800 we paid for it.

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize the consumer is experiencing concerns with their merchandise. We have been diligently working towards resolving the...

consumers concerns. We have contacted the consumer as recent as 9/14/16 to schedule for the repairs of the merchandise in home. However, at this time the consumer is not allotting for service to be provided in home. The consumer has previously been in contact with our customer care department whereas parts were ordered for the consumer and have confirmed to have shipped on 8/23/16 and have been received. We are pleased to address the consumers concerns with their merchandise in home and are willing and able to schedule for service at the consumers earliest convenience. While we do empathize with the consumers inconvenience occurred with service needed, we are confident all concerns for the consumer will be resolved in full upon completion of the repairs. At this time we are asking to continue with the opportunity to address the merchandise for the consumer in home, however, are unable to move forward at this time without consumer consent to do so.Please advise if any additional information or dates are requested in regards to the manner in which the consumers concerns are being addressed.
 
Sincerely,
Deannie F[redacted]