Ashley Furniture Home Store

We're very sorry for the issues around the addressWe are currently assisting the customer and have recently ordered new merchandise to be sent out to him as a replacement for some of the furnitureAt this time, we cannot cancel the entire invoice as the customer made this purchase back in
We will, however, continue to service and replace parts so long as the customer's one year manufacturing warranty is still activeWe thank the customer for their continued patience

We do not accept arbitration due to the fact that we are going to give the consumer what she is asking for and refund her for 50% of her order. The delivery charge has already been refunded. The consumer should be receiving a check in the mail within 7-business days. If there is anything else that you may need me from me please let me know so we can finialize the issue
Thank You
***

[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,
*** ***

[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: ***
I am rejecting this response because: I am truly disheartened with the way that I am being treated by Ashley furniture in with the customer service that I'm receiving the only thing I want to do is have a replacement piece of furniture I paid for something new I want something as suchCan I be given a day that new furniture will be at the warehouse so that I can come in exchange? at this point that is all that I ask is that there be a time and place set so that I can bring this furniture back to the warehouse and get a new one there should be no I'm well within my rights of the warranty because I never received good condition working furniture from the beginning I really would like to be done with this the only thing I want is an exchange for properly working furniture itemsI should not be an inconvenience any further or have to go back-and-forth to fight with you all about there even being a problem at allAll I am asking for is properly working furniture
Regards,
*** ***

We have reviewed the customer's complaint and determined that the furniture's inconsistencies are consistent with the design, i.e., all models from this set have such inconsistencies (differing patterns, etc.)While we understand that the customer was concerned with this pattern, we stand by our
claim that it is not due to a manufacturing defect

The customer has been scheduled for delivery on 10/

Upon inspection of the mattress, the tech found that the depression was not prominent enough to constitute a manufacturing warrantyNonetheless, if the customer finds that the mattress continues to sink or have other issues within a few months, we will happily send another technicianIf, by then,
it is determined that the mattress is defective, we will replace/exchange

As stated in previous correspondence, we offered to repair the furniture and replace it if necessary, ie., if we were unsuccessful in our attempt to restore it to showroom condition. This is in accordance with the terms and conditions stated on his original invoice, which Mr*** signedHowever, in lieu of continued complications, I am authorizing a one-time exception to our policy. We will accommodate Mr*** with a refund to his GE account, which will occur upon return of the sectional. Someone from our Customer Service Office will call to schedule pick up of his furniture during our delivery hours *** ***, Corporate Customer Service ManagerHattiesburg, Meridian & McComb MS and Macon GA

Our service department has just contacted the customer and scheduled a day for the service technician to inspect the furniture on 11/Regarding the table top, it's currently on its way and will be delivered by ***It should arrive to the customer by 11/27.We hope this clarifies any issues and
would like to thank the customer for their continued patience as we work to resolve the issues they're having with the furniture

Customer was not refused; as per policy, once delivered and signed, all damages reported must go through a service techfirstIf the techdetermines that the furniture cannot be repaired to manufacturing specifications, or if the customer is unhappy with the repairs, then we will replace

The furniture went back to the store because it did not fit in the customer's home on February Since then, we have not heard back from the customer to formally cancel the merchandiseThe customer needs to contact the store to cancel the merchandise and receive a refund

The customer accepted a price adjustment on March 6th in lieu of exchanging the box spring for a low profile one. The customer has been satisfied

The customer made the purchase of the furniture in The manufacturing warranty only covers manufacturing defects for one yearThe protection plan the customer purchased covers accidental damages, such as cuts, stains or other blemishes caused accidentallyIt is a separate warrantyThe store
will not be refunding as the furniture has been in the customer's home for well over the warranty period

The customer never informed us that they would not be able to accept the delivery since they had agreed upon a time and day for our delivery team to set up the furnitureFurthermore, the customer did not tell us until months afterwards that they no longer could afford the furniture and wanted it to
be cancelledThe customer can cancel, however, there will be a cancellation fee, as per our sales terms and rules

We apologize for the wrong partI have contacted the Service Department and who will contact the customer so that the correct part can be ordered and we can expedite this processAs always, we greatly appreciate your patience while we work on this matter

Customer's merchandise was delivered todayWe'd like to thank the customer for their continued patience

We're sorry to hear *** *** feels this wayMost of furniture purchased was delivered and assembled by our delivery personnelThe few items that were purchased which did come in plastic bags had to be delivered as they were off the showroom (these were accessory items - decorations for the wall
and not furniture necessarily)

? I am rejecting this response because: I was never dissatisfied with but one sofa, and they picked it up and ? I purchased others? We are a family of 2, just me and my husband.? I have contacted them before to no avail.? They keep saying I returned a sofa, but I cannot remember returning anything to them.? The rest of the story is I have returned to purchase from them because we bought a $chair for my husband that is paid off next? month.? After approximately? one year? they started to peel, only a little in the beginning, but has continued until I have to cover the sofa with a blanket, and the other one is hardly ever used except for company,? and when? our company comes and asks me "what in the world is wrong with those sofas? where did you get them from.? I tell them From Ashley Furniture in Springfield.? At this time, they are really bad and I invite them to come to my house and give themThat is all I have to say to them.? Why would anyone doubt me as to where I purchased them? I worked for *** *** for yearsI was his office manager.? My house is full of *** furniture, the only think I didn't purchase there was these sofasWhat a heart break this has been for me.? *** *** would have replaced them when they first started to peel.I called and complained about them before Christmas last year and an office employee said they were not going to do anything, " they had NO Parts? or anything to fix them????

Initial Business Response /* (1000, 10, 2016/07/20) */
This customer has been explained several times that the issues he has are not under warranty nor covered under his accidental protection plan We replaced items previously and explained at that time that this was not covered and would not be
in the future We have offered to repair furniture at a cost to the customer, which he has denied We have no further offers for him Thank you

We have spoken to this guest and :Booked delivery for 3/4/17 andWill review compensation once the delivery is completed We will call him next week after delivery