Ashley HomeStore

Complaint: [redacted]
I am rejecting this response because:
Why is it when I received the furniture I pointed out stuff that was not there when I purchased the furniture on the floor no one has responded? I know what was and was not on the furniture when I picked it out and those scratches or the dent were not there. I wouldn't have picked it out if I saw the marks!
Sincerely,
[redacted]

The customer received delivery on 7/5/16 and the merchandise did not fit. it clearly states on the customers receipt as well as in several different areas of the delivery expectations form that every customer receives at the time of purchase that (NO FIT DELIVERIES WILL INCUR A 30% RE-STOCK FEE). As...

a courtesy the Company allowed the customer to reselect to a set they picked out themselves and said would fit. The set they picked out was more expensive than their original purchase and the Manager worked out a price for the customer that not only reduced the cost of the re-stock fee, also ensured that the customer would not have to pay anymore than they already spent. In essence the customer received a more costly set of furniture with a significantly reduced re-stock fee as a courtesy of the Company therefore saving them significantly on both the higher cost of the furniture and re-stock fee. The Husband was VERY adamant that the set they reselected to would fit with no problems and was encouraged by the Manager to go home and take the measurements just to be safe. The customer insisted that the merchandise would fit. The customers were read the back of the receipt in its entirety just to make sure they were clear on the policies and the wife initialed in multiple areas on the back of the receipt indicating that they understood the terms and conditions.The Company went above and beyond to help and work with these customers by allowing them to reselect, significantly reducing the restock fee, reducing the cost of the furniture so that they would not have to pay anymore than they already paid even despite them reselecting to a higher priced set and not charging them a re-delivery fee. The Company has the customers signed receipts, along with their initials on both purchases to prove that the customer was aware both times of the re-stock fee along with all other policies and would be glad to fax a copy to the Revdex.com or to the customer as proof and for their records.

Ms. [redacted] was told that the Company is willing to return the sectional however the cus[redacted]er would be responsible for incurring a 30% re-stock fee which is a part of the policies and procedures. The cus[redacted]ers are made aware upon the initial sale that for any reason they choose to return the furniture...

they are responsible for paying the re-stock fee. A furniture Technician has approved the merchandise for return and as stated the Company is willing to accept a return of the furniture with the 30% re-stock fee. The cus[redacted]ers are made aware of this policy up front and they sign their sales receipt verifying that they have read and understand the Companies policies.It is our full intent to work with the cus[redacted]er and accept a return of the furniture however the cus[redacted]er is responsible for paying the 30% re-stock fee.

[redacted] MARCH 9, 2015 On September 27, 2014, [redacted] and I went to the Ashley Furniture Store in Danbury, Connecticut to purchase a bedroom and a dining room set for our new house. Next day [redacted] wanted to go into a different furniture store...

in Danbury and fell in love with a different dining room set. On Monday September 29, 2014, [redacted] went into the Ashley furniture store to cancel our purchase in accordance to our original purchase agreement. See enclosed copy of our agreement and as stated below in accordance to their cancellation policy in verbatim. “Cancellation Policy/Canceling Delayed Items: all cancellations must be done in-person at the store within 72 hours of the original sales date. A 100% refund of the purchase price paid or, where applicable, a reversal of the credit card or financing transaction will be issued. For orders paid by check or cash, a refund check will be issued and mailed out within 1-2 weeks. After 72 hours of the sale date, all sales become final – except of delayed delivery / backorder. Delivery fees are non-refundable. For cancellation / change to your order after 72 hours of the original sale date, a 30% restocking fee will incur.” When [redacted] went in to the store to cancel the purchase on the following Monday (September 29th) around 5 PM, the manager Sharif A[redacted] stated that he cannot honor the request since I used my credit card for the purchase. [redacted] called me from the store and I spoke to Sharif A[redacted]. I question him why we cannot cancel the purchase in accordance to their cancellation policy. He stated that he needed my credit card to reverse the charges. I told him that he had that on my purchase record and I can tell him my credit card number over the phone. He stated no, he needed the credit card to reverse the charges since the amount was quite large. I told him that I lived over 50 miles away and would be difficult for me to go to the Danbury store during the week. I asked Sharif if I can go over to the Ashley Furniture store in Orange, Connecticut to cancel the transaction, and he stated no I must come in to his store. He stated that he is off on Tuesday and I can come in Wednesday evening. Knowing that Wednesday evening was past the 72 hour cancellation period, I called the [redacted] Card Company to cancel the purchase. Also he stated that if I cannot come within the 72 hour cancellation policy, he will honor my request since we spoke over the phone and [redacted] came in to the store during the cancellation period. I did not trust him. And my suspicion came true and that is why I called to cancel the credit card purchase. After I cancelled the purchase, Sharif put in a charge back against my cancellation. I went into the store two weeks later to question his motive. He stated that he needed payment before he can issue me the credit. During our conversation, he repeatedly stated that I will get a full refund but he needed payment first from the [redacted] Credit Card Company. I question the logic since he can reverse the charge within the 72 hour period why he needed payment first. He cannot explain to me why he needed the payment except that the amount was quite large. After that conversation, I put in a claim against his charge back. And we have been going back and forth since that time. If you listen to my call-in to your customer service, I do not know which day but it was on a Saturday, Sharif stated on a recorded conversation with your representative that he was waiting payment from your company to give me my full refund. He has repeatedly has stated that he will give me a full refund over and over during all our conversation with him. So the question is why not just reverse the charge and be done with this problem. Any assistance that you can render is greatly appreciated. Sincerely, [redacted] MARCH 25, 2015 I am totally disappointed that we cannot resolve this issue for six months. The charge, in question, occurred on September 27, 2014 in the amount of $15,000, Ashley Furniture Home Store in Danbury Connecticut. The manager of Ashley Furniture wants to refund the money but he claims that he cannot since he has not been paid by your company. At this point I do not know who to believe and who has my money. All I know is that your company is charging me interest on this amount; Mr. Aref claims that he does not have the money to refund me, so please explain to me where is the $15,000 that you claim that I owe? Please call Mr. Sharif A[redacted], manager of Ashley Furniture company Phone: ###-###-####, and clear this matter immediately. He wants to refund the money and you have him on recording stating this fact when I called from his office in Danbury during January of this year on a Saturday. Don’t know the exact weekend but I am sure you can chase down that recording. Please let me know what else I can do to clear up this matter. Your assistance is greatly appreciated. Thanks, [redacted] Translate

[redacted] was spoken to by [redacted] and he confirmed with her that she would be receiving delivery on Friday 6/12/15 she was well aware of that as well.

Complaint: [redacted]
I am rejecting this response because:Unfortunately, the problem at hand was NOT fixed within the forst year is we are still having the SAME problem.  Therefore, a solution was not provided.  I will say it again, a bandaid soultion was given for their poor quality merchandise.   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be contacting Ashley Furniture Warehouse-Edison, ** instead. 
Sincerely,
[redacted]

The customer purchased furniture 2 years ago. Their manufacturer warranty expired after their first contact to report and concerns with their furniture. As a courtesy the company sent a furniture tech to inspect the furniture. The tech reported that there were 2 cushions that needed to be replaced...

and since the customers manufacturer warranty expired the company as a courtesy replaced the cushions. The Company has replaced the customers cushions on 3 separate occasions as a courtesy despite the customer warranty expiring.

Complaint: [redacted]
I am rejecting this response because: The tech down right ignored what I was saying when he came out. Yes the middle leg supports were, are and continue to be loose, broken however so is the ENTIRE frame. His suggestion of putting a piece of balled up foam under it was not a satisfactory resolution. When I declined him putting the balled up foam under the middle support beams he stated that there is nothing else that could be done and we would keep having the issue. I asked if we can put a carpet under the legs and he said "sure." The majority of this techs time was him sitting in his van prior to coming to my door. 
The date I was given in July when I called several times is insane. The manager Jerry refused to return my calls which is very unprofessional. This is a faulty product that the store should make good on. 
Sincerely,
[redacted]

The customer purchased items that were floor models, they were aware of the condition the items were in at the time of purchase and were told that all floor models were being sold as is, they had an opportunity at that point to either decline the purchase or move forward, they chose to move forward...

and signed that they understood the terms and conditions of their purchase.

The customer was offered a discount on the bed or the opportunity to return the bed for a refund. The customer chose to return the bed. The bed is scheduled to be picked up on Saturday 6/25/16. This matter has been resolved.

Complaint: [redacted]
I am rejecting this response because: I explained to the tech that it was not only the middle leg support it was the ENTIRE frame. He told me I was wrong that it was just the middle leg support. It was the middle leg and the entire frame itself that it falling apart. The middle leg support has ruined my hardwood floors because they are not on correctly. The wood is warped.I did not  wait a month to call. I have been calling the store directly leaving messages for Jerry the manager who has never returned my calls.The store has done nothing to help me. The repair company (Saul) states they can't come out until July 2nd. This is not acceptable! They did call me today stating they can come out tomorrow however I do work so a last minute Friday opening does not work.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I BELEIVE T YOUR ACTIONS ARE DECEITFULL AND WILL TELL CONSUMERS LOOKING FOR FURNITURE NOT TO SHOP AT YOUR LOCATION, SINCE I AM IN THE SAME BUSINESS, I HAVE MANY CONTACTS WITH CONSUMERS LOOKING FOR FURNITURE.
Sincerely,
[redacted]

[redacted]
* We have been more than accommodating to [redacted] On August 5, 2017, we delivered and assembled all furniture without fault and within the timeframe provided to them the night before. On the day of delivery the [redacted]s called several times requesting that we change...

the timeframe for their delivery, because they had an event to get to that evening. Each time they called they became more and more irate with our customer service and management team about the matter. One  of our managers called every couple of hours with updates about the drivers whereabouts.  Due to the customer being upset and worried about missing their event, as a courtesy we offered to refund them the delivery charge of 89.95 with applicable tax and they declined.   We are still willing to refund the delivery.   Sincerely ,   [redacted]

Thank you for making us aware of this situation. It is greatly appreciated. I have reviewed the situation with all parties involved and have found that we have been more than accommodating to this customer. An offer was presented to the customer to pick up and repair the items at no additional cost....

This is covered under her manufacturer's warranty. She originally agreed to this option and within 24-48 hours, changed her mind. She stated this option was unacceptable.We have since offered this customer an even exchange of her Sofa Sleeper and Loveseat at no additional cost to her. We even waived the delivery fee that would be associated with this action. The waived fee, based on the customer's location, would have been $199.99. She refused this offer stating the pieces were of poor quality and that she was afraid that she would run into another situation. When the customer refused that option, the store manager offered her the option of re-selecting for a different set of equal or lesser value. The customer was to come in to the store and ask for the manager, who would then assist the customer with the re-selection process. The customer came to the store, acted as if she was a new customer and tried to order a different set. When it came time to place the order, only then did she inform us of the fact that she was told to come in and work with a manager to pick out a new set. The customer was apparently trying to negotiate a discount on a set that costs over $1000.00 more than the set she originally purchased, which was in direct conflict with the agreement that was made to pick out a new set. The store manager worked with the customer and even allowed her to re-select a new set at a higher cost on the condition that she pay the difference. We have even ordered the pieces for the customer in good faith of payment on the difference, which comes to $451.93. The items were ordered on 3/19/2016. It is now 4/15/2016.  We have yet to receive the payment of $451.93. The items are going be arriving at our warehouse on 4/30/2016.In regards to the damaged to the customer's floor. We have spoken with the  3rd party company who performed the delivery. They are working on finding a contractor in the [redacted] area who can resolve the issue. This issue was not brought to our attention until months after the delivery was performed. While we cannot be 100% certain that the damage was caused during the furniture delivery, we are forcing the delivery company to resolve this in a timely manner. They have assured us that the situation will be taken care of as soon as is possible.Thanks

This was exchanged on March 9, 2017.

I am Sorry you feel that way. As a franchise store we are required to adhere to guidelines, and we also have to meet certain requirement with the financing company. We do have a little leeway but we could not honor the online pricing with the plan you wanted.  When you made the purchase with the original price it fell within those guidelines, and the manager was able to offer the that plan, when you called for the price adjustment it no long did, so we were no able to grant your request. We are sorry to loose you business, and hope you find what you are looking for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me for the bookcase.  The technician came out and repaired the bookcase without a problem.  He was almost an hour late for the appointment and was here for close to 3 hours.  As for the desk, he attempted to make all the repairs to the desk top.  He was able to repair the edges of the desk but the top needed to be sanded down and refinished.  When he was done, the desk was clearly finished with 2 different colors.  The damaged areas are much darker than the rest of the top and still show the deep scratches in the top.  After the repairs, I still feel as though I am due some compensation for this inconvenience and the finished look of the top.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Mike B stated: This is a follow up to our conversation from earlier today.Per your request, we will be picking up your furniture and refunding you for the entire order. The refund will be in the amount of $2934.09 and here is the break down:$2608.95 will be credited to your [redacted] account. Once the order is picked up and returned to our warehouse, we will notify [redacted]. The remaining balance will be credited and [redacted] will send you a check for the amount paid to date.You also paid taxes and delivery on a [redacted] card ending in #XXXX in the amount of $325.14. This will also be refunded once the items are picked up and returned to our warehouse.  Provided this happens, we will consider this issue closed.  Thank you for protecting hardworking consumers like ourselves!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I was granted the 48 months financing at the invoice [redacted] of 1689.00 so what they are saying is false , it is printed right on my copy.When I called store about the on line pricing for there store which was 330.00 less and they said if I paid with my own credit card , I could get that price. I SAID I WANTED FINANCING  THEY OFFERED ON MY SALE THEY SAID OK 6 MONTHS.I called again and they said if I went online the sale would go through there store in manchester.So if I buy online it is 330.00 cheaper this is deceitfull ,