Ashley Furniture Homestores

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 have had further problems with the company. After reviewing the receipts further, I discovered the financed portion (we paid half, and financed half) that was through acceptance now, had a $299.99 charge on it. I was then informed this was a warranty charge, that we did not even realize we had purchased. I spoke to the Valerie C[redacted] at the store on Saturday September 10th, and she informed me, that after speaking to acceptance now, in the store, she said my husband could come to the store and they would remove this warranty from the financed portion, and re-do the contract with acceptance. On Monday, September 12th, my husband, our young baby, and myself all came to the store, and Valerie C[redacted] then told me that no, they couldn't remove this warranty and re-do the contract. She then stated that after she told me they could, she later found out that they couldn't. I told her at least a phone call would have been nice, so we didn't come down there for absolutely no reason, further wasting our time. One more major problem happened today. Today at 1:15pm, our sofa was delivered. There is a tear in the corner of the sof! The delivery driver spoke to someone over the phone from your company, then handed me the phone. I do not know what his name was. He informed me that he would be calling me back this afternoon letting me know when the chair and ottoman would be delivered, as well as when the sofa would be getting repaired. It is now 8pm, and I still have not received a call back. The communication from this company is horrible, and the problems just keep continuing to stack up. 
Regards,
[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 will only accept the $50.00 in the form of a refund and not a store credit. Getting a $50 store credit would require me to spend more money to Ashley Furniture Homestore out of pocket, which I refuse to do at this time. I have already gone above and beyond to accommodate this company even though I truly did not want to purchase anything else.
If the $50 can not be refunded to my debit/credit card I would also accept FREE OF CHARGE the Juararo Nightstand (2 draw - photo attached).
Regards,
[redacted]

After spending a few days shopping around for the best price and quality, once again we chose Ashley in Richmond on Broad Street. We purchased a gorgeous chocolate-colored sectional for roughly $1600.00. We paid it off in full just yesterday, as it was time to make the first payment. At the time of purchase, the salesman told us it would take roughly 2 months to come in, which has absolutely killed me waiting, I was so excited! Also, at the time of purchase, he scheduled us for delivery, which is SUPPOSED TO BE tomorrow, Saturday 10/13/16. He told us that the delivery fee was $139.99 (WHAT?) and we needed to come by the store and pay that right before the time of delivery. He would not accept payment that day, as he expressed several times it was due when we were contacted the week the furniture was ready for delivery. My husband called and talked to someone at the store last week and was told even though we were scheduled for Saturday delivery, Saturdays cost an additional $80! I refused to pay anything additional. I was given a Saturday date, I did not ask for one! We talked and decided that was pretty rude of them to do that to us. We tossed around the idea of renting a truck and driving to pick it up ourselves to avoid such a high fee. My husband went to the store this morning to make sure the sectional was still on time for delivery this weekend and to pay the ridiculous $139.99 delivery charge. He was told by the ladies at the counter that they were booked for deliveries this weekend and we should have paid for the delivery at the time of purchase to hold our delivery spot and that there was “nothing more she could do.” My husband explained what we were told, again there was “nothing she could do.” My husband then told the ladies he was not happy and someone needed to figure out how we were getting our delivery tomorrow. One lady then giggled and gave him the email address and phone number for customer care. I guess she wasn’t about to help him no matter what it took. At that point as he was shocked, he looked at the paperwork in his hand and noticed my name was spelled “Belly.” Really? “Belly” sounds like a person’s name?
Also at the time of purchase, there was a pregnant lady and her husband shopping. She was furious and approached me and tried to talk me out of shopping with Ashley because she was still in the middle of a disaster with her own delivery. I ignored her warning and continued filling out my purchase paperwork. My boss and owner also walked out of the same exact store on Broad Street after an awful experience himself just last month and purchased several thousands of dollars worth of furniture from a competitor.
To recap—I am furious!! I have already waited 2 months for this furniture. We have been told too many different things by too many different people! Paying $139.99 seems absolutely ridiculous when we purchased and paid off in full a $1600 couch. Delivery should have been free for that amount! Out of the several stores we visited, Ashley was the only one requesting a delivery fee for a purchase over $1000, and then to find out it was so much has infuriated me! We were assigned a Saturday delivery, then we charged more because it was a Saturday—not happening. There have also been hidden fees that kept popping up that we find to be severally sneaky and unprofessional. Had my husband not already paid off the entire purchase of this couch, I would have had him walk out of there and made a purchase elsewhere.

Good Afternoon,We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Furniture I sincerely apologize if at any time the guest was made to feel as though we did not value her time, opinion or concerns as we can rest assure that...

would never be the case. It is our mission to provide service excellence and to ensure our guest have an uplifting and charming experience throught out all points of contact of their purchase.I truly apologize that we were not able to provide the consumer with the level of excellence we so pride ourselves on.In regards to the order in itself. The consumer did place an online order and minimal delays were experienced in regards to the original advisement. However, I must advise that all initial online orders are placed at a corporate level and email correspondence is typical in the beginning stages prior to our companies involvement with the delivery and/or coordination of the delivery. I do sincerely apologize if the emails sent provided any confusion to the delivered product. An email is sent to the consumer at multiple points advising of it's estimated delivery date to our LLC as distributor of their merchandise, however, is not intended as a delivery date to the consumers residence. I do sincerely apologize for any confusion in that regard. In direct regard for the request to compensate, while we most certainly can empathize with the consumer for any delays we would not be able to additionally discount merchandise as the date provided is "estimated" at manufacture level. I am at this time pleased to advise that all merchandise was delivered on 12/30/17 and all services have been rendered in full. Please advise if the consumer requires any additional assistance as I am pleased to do all within my power to ensure the consumer remains [redacted]% satisfied with their most recent purchase.Best Regards,DEannie F[redacted]

Good Afternoon,
We here at Ashley Furniture Homestore would like tot hank you for bringing this consumers concerns to our attention. Upon further review of the consumers request, new merchandise was ordered for preparation of an exchange in lou of repairs. The consumer has been...

advised that all items are in and ready to be exchanged at his earliest convenience. However, the consumer has since advised that he has purchased additional merchandise not related to Ashley Furniture and will not allow for the exchange to be scheduled. At this time the consumer is solely requesting a refund, whereas he was advised we have made every attempt to address his merchandise concerns in home and would not be moving forward with a refund at this time. We are pleased to exchange the merchandise as per the original request by the consumer to do so.  
Best Regards,
Deannie [redacted]

I have spoken with the guest.  We are exchanging the mattress for the correct one on 12/01.  We have refunded the delivery fee and we are issuing the guest $100 gift card..

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.
In sum the main issue at hand is a complete ethical failure of the business practices employed by Ashley Furniture.  My rejection of their offer is based upon the following:
1.  Complete lack of communication with me during the process despite over 30 phone calls attempting to arrange delivery of the items purchased.
2.  Failure of the business to maintain adequate communication channels for customer service issues (their phone service would not accept voicemail as it was routinely full or simply continued to ring without end.)
3.  Failure of the entire customer service team and their approach to complaint resolution as evidenced by a failure to return phone calls as promised (2 different customer service specialists).
4.  Fraudulent advertising of on-time delivery rates as the initial PROMISED delivery date was July 21 or 22; they did not schedule until July 28.
5.  Complete failure of the delivery system as the delivery date on the 28th was forced upon me within a time window of 9-12 (I told them of my Dr. appt. at 930 and assured them I could be there by noon, likely sooner which I was there by 11am and called to advise them of same to which they refused to come by even though it was within the 9-12 timeframe).
6.  Refusing to cancel the purchase despite multiple failures on their part and reiterating THEY ARE NOT REQUIRED TO HAVE A CANCELLATION POLICY OR PROCEDURE thus violating the law.
7.  A blatant misrepresentation of services in direct violation of the Virginia Consumer Protection Act by touting their delivery times and customer satisfaction and the exemplary customer service team that was to be involved in the delivery of my goods ultimately impacting my decision to do business with them.
In sum there is but one resolution to this matter and that is a complete refund of the money paid for goods never received through blatant failures of Ashley Furniture, its agents, subagents, and collaborative partners.  I am insulted and appalled by their behavior.  At no point would their behavior be acceptable in any other professional organization or business.  They have blatantly violated professional standards of practice and Virginia Law.  My accepted resolution: return the money stolen by a fraudulent company.
Regards,
[redacted]

To whom it may concern, We do empathize with your current situation, and after careful review of the account have come to a resolution. After careful review of your account, it was determined that on 11/25/2016, you were at our Fairfield location at which time you made a purchase under Sale...

#[redacted] At this time, you were given a copy of your sale receipt which had all Terms and Conditions on the reverse side, and you filled out a measuring form. On 1/7/2017, we attempted to make your delivery at which time it was discovered that the footboard did not fit into your home, and so all merchandise was refused. In accordance with the Terms and Conditions, we did bring back the merchandise, and currently we have an open sale that can be cancelled or amended at your request. You state that you were never offered a measuring service, however on the Terms and Conditions we do have a category that covers the measuring service. The section states (verbatim): “Don’t let a no fit happen to you!: For a nominal fee of $40, our Delivery Service will visityour home to take measurements to make sure the merchandise will fit prior to delivery. This fee is non-refundable. It is very important you make certain the furniture you purchased will fit through all of your doors, hallways and in the room you want.” Directly below this section is a section outlining your options in the event of a no-fit. The section states (verbatim): “What if an item does not fit upon Delivery: You can refuse an item that does not fit at the time of delivery only. If you refuse the item and you wish to return to our showroom to reselect, a second delivery charge will be applied. Please note delivery charges are non-refundable. Please see refunds policy above.” In accordance with these policies, we will not be able to give you a full refund. Your sale remains open, and at your request may be cancelled for a refund of all but your delivery fee. Thank you for your time, and have an amazing day!

To Whom It May Concern:
 
Ashley Furniture HomeStore apologizes for any inconvenience that this customer has experienced.  We have provided the customer a refund and have canceled their purchase.
Thank you,
[redacted]

We have delivered the guest furniture and have a tech scheduled to go and service an issue with the sofa.  I tried to call the guest today to follow up.  No answer.  I left a message.

Good Afternoon,
 
We here at Ashley Homestore would like to thank the consumer for the additional update in regards to their undelivered merchandise. We sincerely apologize that the consumers concerns went unresolved. While our records do show the item to have been received, we do understand the consumers position in stating otherwise. In the efforts to ensure our consumers concerns are resolved to their upmost satisfaction, a refund has been approved in regards to the [redacted] We are pleased to complete a full refund, no fees incurred and render funds back to the original method of payment. I have reached out to the consumer to further advise and left my personal contact information to further advise her on the resolution we wish to provide to her at this time.
Please feel free to advise should the consumer require any additional assistance in this matter as I am pleased to further assist in any way necessary to address her concerns.
 
Sincerely,
Deannie F[redacted]

Good Morning, Please be advised that we have left messages for Ms. [redacted] to contact our offices so that we can finalize this situation on multiple occasions since Sept 17,2014.After numerous attempts from the Customer Care Management team to reach her we escalated the situation to...

the VP of Customer Fulfillment.On Sept 25 our VP Customer Fulfillment called Ms. [redacted] and left her a message including his personal cell phone. We have not heard back from Ms. [redacted] until an email she sent us this morning. Again today Mr. Rick S called Ms. [redacted], she did not answer and he left another  message including his cell phone # [redacted]. We encourage that Ms. [redacted] contact Mr. S so that this matter can be resolved. Thank you for your assistance, Elaine M VCustomer Care Manager.

Revdex.com:
I have reviewed the offer 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'll address the concerns noted in the reply accordingly:
"We have done everything within our power to address his concerns." - That is not true; Ashley has the power to discount the merchandise further and provide a refund per my request.  While this may be at a loss to Ashley, they would earn goodwill with the customer which would potentially turn into future business.  Perhaps they've done everything accordingly to their policy, but their policy clearly does not address merchandise which maintains poor quality control, poor workmanship, or both.  This indicates to me that the policy is broken, or their employees are not empowered to resolve customer complaints satisfactorily.
"The decision was to order new on one and send a technician for the second as we felt we would be able to address his concerns in home." - Obviously, this did not happen.  Not only was the technician poorly trained in repair procedures, but his work did not get communicated back to the office as the staff were shocked to hear how he "repaired" the sofa only when I notified them.
"...a technician was sent out on 4/22/14 to adress his concerns with the second sofa. The consumer was at that time displeased with the end result of the service
visit as were we."  If Ashley were disappointed with the second technician, who was supposed to be a senior technician, then clearly there's a systemic problem with the technicians.
"To my understanding the consumer however, refused to take delivery of the new end tables until he felt his concerns with the sofas were addresed and compensation for his time was offered." That is completely untrue.  I was never notified that the end tables were ready for delivery, so I had no way to refuse delivery.  I scheduled delivery of the end tables after I received a call.  When they arrived, I refused delivery because I explained to them that the new tables have the same alignment issues as the current ones.  This is a local assembly issue, not a manufacturing issue.  I explained to them (and Ashley) that while it is okay to ship me merchandise that I have to put together myself, and okay to deliver merchandise that is already assembled, it is NOT okay to ship me merchandise that is improperly assembled AND charge me for delivery.  The issues with the tables are not cosmetic issues as sharp edges are exposed and could cut small children.  Secondly, I specifically asked the salesperson in the store if the tables that were delivered would have the same types of alignment issues in store, and she confirmed that they would not.  As such, I continued to raise the issue until Ashley recognized that a failure in communication happened, as well as poor workmanship of their assembly team (which has not happened).
"Upon careful review we feel that all concerns he has brought forth in regards to us were purely cosmetic and a result of imperfections that come with top grain
natural leather."  [redacted] doesn't seem to be well versed on leather manufacturing, so I'll explain this in further detail.  Leather is a natural material, but the processing of leather is very much handled by man.  The cowhides that arrive are not simply placed onto a sofa.  They need to be cut, sanded, pigmented, and embossed.  Throughout the process, if there are defects in the leather, they are identified, and the pattern is cut around the defect to prevent it from showing up in the final product.  My issues were not related to a perfectly seamless appearance, but obviously cuts, scratches, and other issues that occurred during manufacturing.  In fact, when I pointed out these issues to their technician, he agreed with me immediately and indicated that it was NOT a naturally occurring issue.  Why [redacted] is contradicting her own technician is beyond me.  Lastly, I have several pieces of furniture in my home consisting of top grain leather from various manufacturers, and I have never experienced any of these natural nuances that [redacted] claims are "natural."
The fact that Ashley is going so far to defend itself despite this level of dissatisfaction from a consumer is a commentary on the company itself.  I've had other issues with furniture from other retailers, and it is almost always resolved with one or two phone calls.  In addition, most of the time the remediation and any "inconvenience" credits, etc. are proactively offered by them without any request or mention on my part.  As a result, I have continued to shop from their retailers for years after my purchases.
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.[Provide details of why you are not satisfied with this resolution.] the repair tech stated furniture needs to be replaced, regardless of what happens to the paperwork he is Ashley's representative and put in writing recommends replacement. That is a legal binding statement. Also the tech did not make any repairs. The tech also informed the greenwood location of his findings and recommendations.  I have been waiting all this time for some kind of resolution.  Ps.  My first initial call to the store about what my furniture is doing was before the 1 year warranty was up. Regards,[redacted]

To whom this may concern, We are sorry for any inconvenience this may have caused, luckily one of our managers was able to trace back to your original serial number using your invoice number that was provided by the manufacturer (please see attached forms of serial # and your sales history). There...

will be a credit waiting for you for your leather peeling, please go into the store any date on or after 10/03/2016 for a reselection, just provide your name and your phone number at time of purchase. We thank you for your patience, Have a wonderful day.

Revdex.com: i I have not had any response from this company since I originally filed this claim.
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.]
Regards,
[redacted]

Good Afternoon, We here at Ashley Homestore would like to thank you for bringing this consumer concerns to our attention. I am pleased to advise the consumers concerns have been resolved in full as of 11/26/16. The consumer received a refund in full in the amount of [redacted] on 11/26/16 to...

their original method of payment.Please advise if any additional measures are required at this time to ensure the consumers concerns have been addressed to their satisfaction. Sincerely,Deannie F[redacted]

This is an addendum to a previous "review" of an issue I have with Ashley Furniture in Fairfield, NJ. I sent my complaint directly to Ashley via their "feedback" email link on their website yesterday at just after 2 pm. 5 HOURS LATER, I received an email from a David M[redacted], who claims to be the manager of the Customer Experience Team of the Resolution Center. He asked that I provide a time and phone number for when and where I could be reached to discuss the matter of the broken rail on my Kaslyn Bookcase w/Storage bed...which I did provide him. And ..... NO PHONE CALL IN RETURN! (I'm also still waiting on delivery for the appropriate part(s) that Ashley screwed up on!!!)
I'll state this again...this WILL BE the last purchase I make through Ashley Furniture! Their product(s) are sub-standard - especially anything they list as "SIGNATURE SERIES"! I'm very disappointed in the quality of their items...as they've gone downhill. If I wanted [redacted] quality furniture, I'd have gone to [redacted] to purchase the furniture there!!! >:o}

Good Morning,
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has been in contact with this consumer to assist in expediting a resolution for [redacted]. At this time we have been able to reach a full...

and amplicable resolution for the consumers concerns. The consumer has been credited in full for the refused merchandise. Please feel free to reach out to me should you have any further questions in regards to this consumer.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hello Melanie,
Here we are 7 days later and the offer to exchange the furniture was rejected by ashley two hours after delivery. I spoke with a customer rep and asked to have a manager call me that day or the next. I still 7 days later haven't heard from anyone at Ashley furniture. With the response being that Ashley wants to delight their customers. I don't call this delight. Ashley states that I have several opportunities to deny furniture or cancel before hand. I was given 10 minutes to check furniture with the delivery people rushing me. I then had to go back to work. Two hours later we fully inspected the furniture to find one piece broken and others totally poor quality. I have offered the customer rep that I would pay a restock fee and delivery fee to return the furniture. Ashley is saying they will give me a option to exchange the furniture for a fee and delivery fee but only instock furniture. If I liked anything in the store we would of bought that and not ordered the item online in the store. I don't think we will find black furniture in the store as we needed to order it. So that option is not a option if we cant find a set we like. I see that Ashley furniture online offers 30 day return policy with all purchases. I don't see that since we had to go online in the store why I cant return it the same way. Especially since we bought it sight unseen and Ashley says they want to delight me. I can understand that the company doesn't want to encourage returns but 2 hours later should be allowed especially with the restocking fee. Also especially since it was a online purchase which sould qualify for the 30 day policy. we don't feel the furniture since it is broken as delivered is the quality we are looking for. Please let me return the furniture.
sincerely
[redacted]
 
Regards,
[redacted]