Ashley Furniture Home Store

We just contacted the customer and confirmed that we will be exchanging the merchandise for a new setWe hope this is a satisfactory resolution

Attached please see the ad which promises things that the store would not honorIt is one of the most misleading ads I have ever seenFurthermore, the sales people kept reporting different prices on the same item and chalked it up to "different managers." We will NEVER shop at Ashley again

We understand that the merchandise has taken very long to arrive and we certainly apologize for the prolonged time it's takenOur furniture typically takes 2-weeks to come in after it has been orderedIn rare circumstances, it takes a bit longerIf the customer would like compensation on the merchandise or wants a refund, we are willing to discuss this and find a satisfactory resolution to this problemThe customer can reach me at ###-###-#### or at [redacted] @regencyfurniture.biz

We understand that the customer was unsatisfied with the cushions for the merchandiseWe have sent a technician to inspect who determined that the perception could be corrected by installing extra padding on the cushionsTherefore, the issue was not a manufacturing defectWe have offered to provide this cushion, have a tech install it and provide the customer with a $gift card to be used at any time

The customer scheduled and arbitrarily cancelled the merchandiseDespite this, we waived the delivery fee and informed the customer that he can receive the delivery at another timeHe then stated that his intention was to cancel all along and never wanted the furnitureTherefore, as is consistent with our policy, we will charge a restocking fee for the merchandise ordered

Upon reviewing the customer's claim as well as subsequent pictures of the furniture the customer sent, the Service Department made the determination that the damage was not a manufacturing defectAccording to the Service Department, the damage seems to have been caused through usage, whether accidental or intentionalTherefore, the damage is not covered under the one-year manufacturing warranty

As per customer's invoice, a cancellation is not possible given the time it's been at the customer's homeWe are obligated to repair the furniture to manufacturing specifications, or replace with brand new ones if the issue is not repairableIn this case, the customer has not even allowed us to attempt to replace the furniture, instead, insisting on an immediate refundThe problem is not the time we took to address the problem (we went through the proper protocol) but rather, if the customer wanted to cancel the order, the window is hours after delivery (which, even then, accrues a restocking fee)We are perfectly happy with exchanging damaged furniture for brand new itemsWe will not, however, cancel the entire invoice after the furniture has been in the customer's possession for so long, as per our contract

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I purchased a couch, chair, and warranty for the couch and chair in The couch cost about $700, the chair cost about $400, and the warranty cost about $ I went to pick up the furniture at the store The manager refused to provide me with an undamaged chair and even tried to charge me a restocking fee for not accepting a damaged product which the store would not replace As such, I worked with my credit card company to obtain a refund for the chair and warranty amount as the warranty was for both the couch and chair (the warranty was the same price without the chair and no reduction in cost was offered for only receiving the couch) The credit card company contacted the furniture store for the dispute resolution which was resolved in my favor This matter was resolved via the credit card company and the furniture store for the purchase Over a year later I receive a letter from a debt collector demanding payment for the warranty The debt letter had no right to dispute indicated in it This is the first communication I have received from the furniture store since this issue was resolved I spoke with a lady their Regency Corporate Office regarding this letter who indicated this was not right and she would take care of it She asked me to email her a copy of the debt letter When I sent the letter, she emailed me back and indicated I have the warranty for the item I have in my home so will need to pay for it Where is the chair? I have complaints regarding this issue with the Consumer Financial Protection Bureau and multiple other Agencies The debt attorney will not return my phone calls regarding this This is a consumer protection issue Regards, [redacted] ***

Absolutely no fraud was committedAs promised, we have sent a techout to inspectTechfound that there were in fact damages, necessitating a replacement of the loveseatWe also found damages on the sofa which we will order parts to have replaced

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This is STILL not resolved after months On 9/20/we received a call and explained how the item that was delivered did not resolve the problem that has existed and was consistently explained and photographed for over months We were told that we would be sent a gift certificate, that padding to resolve the problem would be ordered, and that they would keep us updated AGAIN, none of this happened Padding to fix the problem not received No email or phone callNo certificate I have never dealt with a company with less integrity I'll call tomorrow and DEMAND a replacement chair, altogether Please post this saga to your site so others can learn from our disappointment Regards, [redacted]

we sincerely apologize for the issues the customer experiencedWe have attempted to repair this item multiple times and obviously would not have simply left it if we felt this issue was not repairableIf the customer would like a new couch, they are welcome to contact the store where they made the purchase or call customer service regarding the issue

If we can identify the drawer via sku-number, we'll inquire to see if the manufacturer is willing to sell us the parts

Upon inspecting the loveseat, the technician found that the item had no manufacturing defectsIf there is a problem with the sofa, the customer should contact our customer service office directly at [redacted] in order to report issues with the sofaFrom there, our representatives will take the appropriate measures to see about inspecting, and if necessary, repairing or replacing the sofa (if it is found to have a manufacturing defect)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: We were verbally told by Daisy and Pedro that the furniture will be delivered in a week We still have not received the merchandise I have gone to the store and cancelled the order and am requesting my money back for the undelivered furniture immediately as we paid cash, not check nor debit card We want our money back Regards, [redacted]

This is false; all advertisements are composed in a strict manner such that they are cohesive with the storesIt is possible that the customer mistook an advertisement from one Ashley store which our Ashley store did not participate in as Ashley stores are independently owned and operated

The customer's refund check was mailed to the customer's home via regular first class mail in November

We apologize for the issues pertaining to the customer's orderWe have tried to replace and service the merchandise and will continue to make attempts at addressing any issues pertaining to damaged merchandise until the furniture is damage-free

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:If the technician did an excellent job than the tear would have been fixedThe tear is on the seam of the couchThis is not a pair of pants, I don't know what I could have done to cause the seam to ripI don't have small children, we do not have many people that use our furniture on a daily basisIn a previous response to my complaint you suggested I contact the store where I bought the couch or customer service to inquire about getting a new couchI think it is clear that neither of those options would have fixed my problem, similar to your service technicians not actually fixing my couchIt's another option that would put a band aid on this problem but not truly offer the customer service or support I deserveI have no hope that you will help me, but I do hope that this is posted for other people to seeMy intention is to let other hard working people who save to buy furniture and improve their home will go elsewhereWe have a couch from the room store that has lasted years in our basement and one from [redacted] that has lasted years in our formal living roomThis couch did not last months before tearing, and the way you treat your customers is insultingI will continue to make phone calls and write letters because I know I deserve a new couch, your technicians did not fix the tearNow we have an added issue, the material is pulling from the frame and bunching (as you can see in the pictures)I have kept all my emails and documented all of my phone callsI would appreciate getting the customer service and care that my hard earned money deserves, Regards, [redacted]

[redacted] I am rejecting this response because: Complaint: [redacted] after times of getting it wrong I feel that I should agree after the stuff gets to my home in good shape Regards, [redacted] ***

I understand the customer's reticence about the same set; however, as per our policy, if we cannot repair to satisfaction, we exchangeWe are confident that the set itself will be in good condition as it is brand newThe merchandise will not be inherently defective, as if it was as problematic as the customer is claiming, Ashley would have corrected the issues or pulled the item entirely