Ashley Furniture Home Store

Initial Business Response /* (1000, 5, 2015/06/17) */
We are sorry that apparently there is some type of misunderstanding. We have no record of a sale for a second bench, but if the customer can provide us with a credit card statement or canceled check showing an additional purchase for $500 we...

will be happy to accommodate her. Otherwise, unfortunately, there is not much we can do since according to our records the customer has received all of the merchandise she paid for.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you have cameras I gave them cash you should be able to provide that via camera footage that's fine if you do not wish to make it right I would have no longer do business with you. & I would like to return the items that I did purchase since it hasn't been a complete disaster and I will just buy it from someone else that also provides Ashley Furniture at a much cheaper price
Final Business Response /* (4000, 9, 2015/06/24) */
We have no sales ticket showing another purchase for $500 nor does our bookkeeping or records of bank deposits show ever having an excess of $500 being received. If Ms. [redacted] had made another purchase she would have a copy of a sales receipt to show us. If she could produce one we would be more than happy to look into it.
We will not agree to take back Ms. [redacted]'s original purchase and refund her money. She has received all of the items that she purchased and paid for. We are sorry that she is dissatisfied, but there is nothing we can do to resolve this apparent confusion.

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bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I will be happy to speak with the manager.  However, he or she has never contacted me, despite my complaints here and to the regional office.  This company obviously does not care about providing good customer service or addressing concerns.  It's sad that they are okay with getting a lawsuit as opposed to responding adequately to a complaint.  
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
It is easy for [redacted] Furniture to apologize now for the miscommunication.  Sales Person and the Manager committed to things which were different from their regular contract and Sales Person confirmed multiple times that the Manager is going put this all in the Notes section of the invoice.  I was very skeptical about all this and even asked that I be provided with the copy of the notes entered against the invoice and was told that I have nothing to worry as they will honor their commitment.  Now they are providing the verbiage from the contract.  When I approached the store 2.5 weeks after the original order with the cancellation request, the items were still in special order and not delivered yet anywhere.   Also, accidently I had submitted 2 complaints for the same problem and for the other complaint (ID [redacted]) they have mentioned that Item has already been cancelled without any restocking fee.  This is totally FALSE information as the 2 Accent chairs are still in the order.  [redacted] management should try to stick to one story and not give different stories.
Regards,
[redacted]

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 Complaint: [redacted]
As I have stated in previous responses, I truly believe this issue is irreparable.  I have had three sets of brand new cushions, and all three have had the same issue.  Additionally, almost all reviews on your website regarding this set have had similar issues.   The couch and loveseat I have do not have any damage, stains or scratches (minus the issues I filed this claim for).  When you state exchange are you saying you are willing to exchanged my current set for the exact same set, or a different Ashley's set?  I do not want to replace this couch with the exact same one, as that does not fix the issue.  This is clearly an issue with all the Harrison sofas. 
Regards,
[redacted]

Contract says 2-6 weeks with an additional 2 weeks (total of 8). While we apologize that the merchandise took long, we obviously try to get the items in as quickly as possible. The customer was delivered everything on 8/20 with the exception of the sofa, which has not yet arrived.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The issue is not resolved yet. Another day of my time is wasted. Ashley furniture delivered wrong part and technician spend few hours to rip the sofa and determined the part cannot be used.
Regards,
[redacted]

Our policy for floor model items are that *if* we deliver them, we are not responsible for any damages since purchases are made in "as is" conditions. Therefore, we cannot determine what damages may or may not have been caused during the delivery process. We did offer the customer a service call...

from a technician - however, there is a fee involved since these are floor model items.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is the wrong Ashley furniture store that I have the compliant about.  The proper store is [redacted] RdLeesburg VA 2076Where shall we go from here?
Regards,
[redacted] RoadLeesburg, VA 20176

We apologize for the prolonged delay. We have notified the appropriate agents who will be looking into this issue as soon as possible. Any further inquiries can be directed at [redacted]@regencyfurniture.biz.

We understand that the merchandise has taken very long to arrive and we certainly apologize for the prolonged time it's taken. Our furniture typically takes 2-6 weeks to come in after it has been ordered. In rare circumstances, it takes a bit longer. If 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 problem. The customer can reach me at ###-###-#### or at [redacted]@regencyfurniture.biz

We're aware that the customer is experiencing issues with the furniture; however, we are unaware (nor are there any notes from the customer) that indicate the store resold items that had already been used. In any event, the service department is in contact with the customer in order to properly...

address issues with the furniture. Replacement parts such as the drawer have been placed on order (brand new, from the manufacturer) and will be installed upon their arrival.

We apologize for the issues the customer is having. The customer can contact the Service Department directly at ###-###-####

Upon inspecting the loveseat, the technician found that the item had no manufacturing defects. If 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 sofa. From 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).

Absolutely no fraud was committed. As promised, we have sent a tech. out to inspect. Tech. found that there were in fact damages, necessitating a replacement of the loveseat. We also found damages on the sofa which we will order parts to have replaced.

The piece will definitely be repaired up to manufacturing specifications. We had to order the appropriate part necessary for the repair. The part has arrived at the customer's home. We have contacted the customer and scheduled a time for the technician to come out and install.

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 Complaint: [redacted]
I am rejecting this response because:
Regards,
Larry Hodge
I reject the answer from Ashley's  funiture store..I was told by their sales person..that no matter the problem  with the funiture ..that it would be covered..he also said that the warranty was for the lifetime of the sofa.and chair..It was the only reason I agreed to the warranty on the living room set..what I want is for this store to honor  their sales person word  and warranty   and repair  my damaged items...I am also requesting  a copy  of my sales slip from them..along with the warranty paper that came with it...can be mailed to   [redacted] Westminster MD..[redacted]...I have looked inot  the complaints  against this store  through your service..and there are several..with he same complaint ..if the store manager would like to contact me to work out arrangements  that would be fine...thank you  larry hodge

Invoice has been cancelled; we consider this matter closed.

The physical examination to determine the problem with the furniture is a necessary part of the inspection and repair process.

The Service Department stands by their former conclusion that the damages are not consistent with manufacturing defects. Should the customer wish to appeal this decision they can contact the Service Department.

There seems to be a lot of assumptions with regards to conflicting statements made. So let's clarify the situation a bit: The first time the customer canceled merchandise was on 7/5/2015. There were no cancellation fees added because the customer had just purchased the merchandise a day prior. We allow up to 72-hours to cancel merchandise without any penalties. This is no secret.The customer then wanted to cancel the chairs because they took longer than he expected (but not longer than our given 2-8 week wait period for ordered merchandise). The customer wanted to make these cancellations well after our 72-hour cancellation period but before the 2-8 week ordering period. Therefore, we informed the customer that if he were to proceed, we will charge a 10% cancellation fee.