Ace Electric

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called customer care TWICE before I reached out to GuardsmanThey told me there is nothing they can do about it and to contact the insurance companyThis process has been very long, draining and very painful for my wifeNo one wants to helpNo one wants to fix anythingThe damage at this point, calls for replacementWhen you spend a few thousand on furniture, it is expected to last 5-years, not 1-yearsWe will have to find a new company that provides customers with better service and quality of furniture.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***Your financing, and percentages can change based on sales person and manager, I recently saw and ad for the 30% off and months? I ask for discount and months or put the discount toward merchandise applied to discount, he said NO? Its like your punishing the customer, but they run the ads and send out emails every other day? TV ads every morning during the news?

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** ** *** ***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review
of Ms** *** ***’s claim, we have contacted the retail storeThey have advised that they have spoken to Ms** *** ***, and a full refund of the Protection Plan has been processedWe invite Ms** *** *** to contact the retail store for any questions or concerns regarding her refund. Regards,Ashley Furniture Industries, Inc.Corporate Office SK

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I appreciate all your help in this matter...Thanks!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I got a call from the store today and they agreed to send a tech to inspect it
Regards,
*** ***

Good Afternoon, Thank you contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Mrs, ***'s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. I will be
forwarding the proper documents to upper management at the store to have this resolved. Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for the update from Mrs***. At this time, the customer will need to contact the finance company she used to make the purchase. Once Ashley Furniture has delivered the furniture, the billing and statements are issued from the finance company that was used. We no longer have any control over when statements are issued or monies are due. We invite Mrs*** to contact the finance company to inquire on her statement as we are no longer able to assist.Regards,Ashley Furniture Industries, Inc.Corporate OfficeAB

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** ***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of
***’s claim, we have reached out to upper management at our retail store locationThey have advised that they will not be able to authorize an in-store credit or a refund for ***The sectional has prior damage to it by a cat the day of deliveryWe have a photo that the drivers took day of delivery showing a cat scratching on the furniturePhoto is attached to his claimIf *** would like to purchase parts for the sectional, can do so at the retail store location Regarding the return policy for our HomeStore purchases, on the back of our terms and conditions that is provided at the time of sale does state “AFHS reserves the right to refuse returns/exchanges were the merchandise is not damaged/defective or the shows signs of misuse or abuse.” Only our online purchases we have a return policy of hours after home delivery to report if any item is delivered damage, defective or if you are un happy in anyway” Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did receive the cushions via UPSHowever, the package was a box packed full with loose cotton and empty cushionsWe had to stuff the cushions ourselves, and there wasn't nearly enough cotton to fill the cushions to the same capacity as the others that delivered with the furniture. I need more of the cotton sent to me, and I want a refund for the delivery fee I was charged, as that service was not provided flawlessly, and this experience has been awfulI called the local store that I purchased from about the issue and have not gotten a response (yet again)I have talked to several people in customer service with little to no empathy or returned calls from most of themI tired to give the business the opportunity to rectify this situation and it just led to more frustrationThat is why I contacted the Revdex.com to resolve
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Again, my wife and I appreciate the offer to exchange or replace the table and chairs. However, as we previously stated, after going through two dining tables, we experienced the same problems. We searched for well over a month to find a table and chairs that we liked and fit our style. Even if we were able to find something at Ashley that we liked, we have no confidence in the quality of their furniture. We base this on our experience with Ashley and both dining tables that we have received. Referring us back to terms of sale does nothing to resolve our problem or satisfy us as a customer. We view this as an "easy way out" for Ashley and we believe this approach exhibits the true level of concern for satisfying a customer. This will be our only experience with Ashley and we will share the facts of our experience.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Robert ***

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding Gloria Barbire’s situationWe take these matters seriously and want to ensure
the proper steps are followed so a resolution can be reached in a timely manner Upon review of MsBarbire’s claim, we have contacted the retail storeThey have extended the in store credit for six monthsWe invite MsBarbire to visit her retail store location to use this credit at her earliest convenience. Regards, Ashley Furniture Industries, Inc. Corporate Office SK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** ***’sWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review of Mr***’s
claim, we have offered Mr*** an even exchange of the bedThe exchange has been processed, and we have a delivery scheduled for March 28th. Regards,Ashley Furniture Industries, Inc.Corporate Office SK

Thank you for the update regarding *** ***’s situation After further review of Mrs***’s complaint, we have reached out to our management at our retail store locationThey have advised they did locate the original paperwork that does show the purchase of the protection plan that Ms*** did signWe will not be able to refund the purchase of the protection plan as it was signed for at the time At this time, Mrs*** can contact Guardsman to get a prorated refund on the furniture protection plan Regards, Ashley Furniture Industries, IncCorporate Office AK

I am the Corporate Customer Relations Manager and am responding on behalf of AshleyThe store did attempt to assist *** and this issue eventually escalated to me*** was given the opportunity to speak to higher management and I have kept records of our conversationsI spoke to Mrs
*** on 01/06/I let her know that I have been advised of her issue by store management and am reaching out to address her concernsI let her know that the terms and conditions signed at the time of purchase state that no returns or refunds are provided on mattresses and the only thing we are able to offer at this time is in exchange for the mattress as approved by ***She explained that the drivers delivered her mattress and the corner was torn when they moved it and she did not noticeShe states she called immediately after the drivers left to report the damage when she did notice itShe also states that *** originally offered her a refund, but no notes were takenShe said there were new people in the office so when she called back to schedule the pick-up, they stated they had to wait for *** to come back into the officeShe states this issue was then passed to Traci who now advised her that an exchange is her only option in which she argued that *** offered her a refundI advised her that *** informed me that he only offered an exchange She stated the way she was treated by Customer Service is the reason she wants to return rather than exchange at this pointI did offer to inspect the product in the warehouse for her on a re-delivery and she declinedShe advised she would only be happy with a return of both mattresses in which I questioned why there is a 2nd mattress coming up now when only one was reported as damagedShe said the other mattress has stitching coming apartI responded that at this time, I am only able to offer an exchange for the mattress with the information I have been providedI let her know I would research the statements she made regarding ***’s approval to be valid/invalid, will determine if we have any records of her calling in to report a damaged mattress, and I would follow up with her again by Wednesday, 01/11/ The store then advised me the customer came back into the store on 01/06/17, spoke to *** again who offered her the exchange of the mattress and she agreed to thisShe also was intending to purchase more items On 01/11/17, I called this customer back as I promised and she was at work and wanted to know quickly what the verdict wasI informed her that there are no records in the delivery paperwork or account notes indicating that she contacted us the day of delivery to report damage to the 1st mattress and there are no records what so ever indicating any damage to the 2nd mattressI let her know I spoke to *** and Traci from the store… and she did not let me finish speaking and stated that she did report it and just because we don’t have records doesn’t mean anything other than we aren’t good at taking notesI let her know that we have offered to exchange the 1st mattress that was reported damaged days after delivery- (technically, our policy is that you have to report damage within hours)She then stated she was going to continue with filing a Revdex.com and said if Revdex.com doesn’t resolve she will take us to small claims courtI responded that she is welcome to take any action she would like as the terms and conditions in which we would handle this kind of situation were reviewed and signed off on at the time of purchaseI let her know my decision was finalShe will only be offered an exchange of mattress Jeff, our Store Manager, then reached out to me on 01/11/as the customer continued to contact the storeHe stated he was now not willing to take any further action until we could send a technician out to inspect the product due to the length the customer has had in the home up to this pointI agreed to having a tech sent out before we will offer any kind of exchange According to our records, both of the Addison Cove Full Mattresses were delivered to ***’s home on 12/17/The terms and conditions on the back of her signed sales invoice does state our return policyOur return policy states the following: “AFHS reserves the right to refuse returns/exchanges where (i) the merchandise is not damaged/defective or (ii) the merchandise shows evidence of customer misuse or abuseNo returns or refunds on Closeouts, Accessories, Sales, Mattresses, or Foundations.” Our terms also explain that items accepted into the home that are reported damaged within hours will be offered a courtesy technicianOur records indicate that you signed agreeing that you read and understood these terms and conditions. Please understand that due to the nature in which bedding products are used, we do not allow returns/exchangesOnce the product is in the home, we have no control over the home environment and any return of a bedding product would result in its immediate disposalThe Addison Cove Full Mattresses you purchased have been in your home for days and are in an unsellable condition due the period in which they have been in the home. Our Store Management understood your dissatisfaction and did attempt to accommodate you further outside of our policy by offering an exchange on the reported mattress once a technician could verify the current condition RegardsAshely Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** ***’s situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. Upon review of Ms
***’s claim, we have reached out to management at the Corporate Office, and a refund has been submitted on 5/The amount of the refund that was processed is $1,prior to taxesThe refund will be to Ms***’s account within days that it was processedWe invite Ms*** to contact our Customer Care Department with any questions regarding the status of her refund Regards,Ashley Furniture Industries, Inc.Corporate OfficeSK

Thank you for contacting Ashley Furniture Industries, IncWe appreciate that you have notified us regarding *** ***’s situationWe take these matter seriously and want to ensure the proper steps are followed so a resolution can be reached at a timely mannerUpon review of the
customers claim the store manager has been in contact with the customer. Due to the multiple issues that customer has had, Ashley Furniture will be picking up the items. It is our understanding Mrs*** is out of town at this time however she is to contact the retail location to schedule the pickup date when she gets back into townRegards, Ashley Furniture Industries, IncCorporate Office LB

I have looked more into this customer information right now she is schedule for del in FL on9/1/This claim has already been closed will I now need to reopen this again since she is getting Even Exchange.***

Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding *** *** situationWe take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner Upon review of
Ms*** claim, we have reached out to Ms*** requesting that we need photos of the peeling areas on the furnitureAshley Furniture also would need the serial numbers off the of the units that are peeling as wellAs of today, 3/22, we have not received any photos from Ms*** We ask that photos be sent in via email or text two photos at a time at the most per messageEmail address to send photos to is ***If Ms*** *** would like to text in the photos, they can be sent to ###-###-####In the subject line please put attention FPP with the service request number ***Any questions please have Ms*** contact our Customer Care Department at ###-###-#### Regards, Ashley Furniture Industries, IncCorporate Office SK

Hello,After speaking with upper management I do see there is a Reselection offered as well to Mr***The reselection would be for the full amount that Mr*** did pay for his sectionalHe advised customer care when the reselection was offered he needed to speak with his wife, and would contact customer care back with a decision. We have not heard back from him since this was offered on 3/4/16. We invite Mr*** to contact customer care in regards to his reselection.Regards,Ashley Furniture Industries, Inc.Corporate OfficeLB