Ashley Furniture Home Store

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 Complaint: [redacted]
I am rejecting this response because:I want compensation in the form of 10% discount off of my bill at the minimum or removal of the box spring completely from my bill for having to wait over 2 months from the date of purchase for my delivery to be completed. 
Regards,
[redacted]

If there are any new issues with the furniture the customer must contact the Service Department.

We sincerely apologize for the delivery fee mishap. As of December 22, 2015, the customer was refunded the $150.00 delivery fee.

The warranty only covers a specific range of damages pertaining to accidents such as cuts, scratches or stains. We apologize if this information was not adequately explained at the time of the purchase. If the customer would like a refund on the specific warranty they purchased, they can call our...

customer service center at ###-###-#### and our customer service representatives will discuss how to get a refund on the particular warranty. The customer should reference their invoice number when calling.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Ashley Furniture service technician came to the house on 11/28 to fix the three chairs that were uneven; however, during the visit I reported that the fabric and the stability of the chairs were an issue and the technician also noticed the problem and made a note on the service ticket. On the same day of the service call (11/28), I went to Ashley Furniture to show them pictures of the chairs and I requested for them to exchange the fabric chairs with the wood chairs. Mr. Richard H[redacted] assisted me and verified that the wooden chairs were in the warehouse; however, he couldn't schedule a date to exchange the chairs until the service ticket was uploaded into their system. As on 12/2, I haven't heard back from Ashley Furniture and again I have to constantly contact them before anything is done. They have only followed through on helping me to resolve this issue after I have contacted Revdex.com.   
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer's recliner was cancelled back in December of 2013. Though the customer's recliner was cancelled, the other items weren't - along with the warranty. Therefore, we're charging the customer for the warranty they purchased alongside the other items.

Upon inspection, the technician found that there were no manufacturing defects with the furniture. The impressions the customer noted in the pictures are normal and are not considered to be manufacturing defects.

We sincerely apologize for the delay. While most of the items we sell do take 2-6 weeks to come in from the manufacturer after we order, occasionally items do take slightly longer to come in. In this case, the customer made the order on the 29th of July. The customer was called on the first week of...

September to be scheduled for a delivery. We do not consider this to be a breach of the 2-6 week time frame that it takes for the merchandise to get to our warehouse. Nonetheless, the customer has been scheduled for a delivery. We thank the customer for their continued patience.

We understand that it took quite a while for the headboard to arrive. Unfortunately, the headboard was on back order which prolonged the delay. Thankfully, the headboard has arrived and we've scheduled the customer to receive the delivery on October 2, 2015.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer is scheduled to receive exchange of dresser on 10/14.

We are currently looking into the matter; the service department will look into the issue and contact the customer immediately.

Customer's been offered a $75.00 gift card.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

First off, we'd like to apologize for the delay in servicing the merchandise. We understand the frustration of having had so much trouble with the bed over a prolonged period. We are and will actively do everything we can to make sure the customer has a secure bed that they are satisfied with. With...

regards to the refund, I'm not sure the store will refund the customer completely for the bed given that the customer is still in possession of the bed and would like to keep it. While we are contractually - and morally - obligated to make sure the bed is 100% to the customer's satisfaction, we cannot issue a full refund while the customer keeps the bed. We can, however, compensate the customer. I am happy to discuss compensation with the customer after the issue with the bed is cleared up and the customer is satisfied with the final product.

We apologize for any insufficiently conveyed communication to the customer. To clarify, the customer made a purchase and opted to pick up the merchandise. One of our rules stipulate that all pick ups must be inspected by the customer before the customer signs the paperwork stipulating that the...

merchandise was picked up in good condition. Nonetheless, we understand that at times, customers can't catch all of the damages. Should the customer wish to have this merchandise inspected to confirm whether or not the rips reported are manufacturing defects, then the customer must bring back this merchandise to the Regency Furniture warehouse in Brandywine, Maryland.

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

We have contacted the customer and have established a scheduled day to drop off the necessary part in order to repair the furniture. We thank the customer for their continued patience as we work to resolve the issue.

The customer's merchandise was placed on order. It takes 2-6 weeks for the furniture to come in from the manufacturer if it's not already in stock (this is clearly stated in bold print on the front of the customer's invoice). The customer was delivered most of the furniture that was already in...

stock, as a courtesy (the customer paid no delivery fee). We also plan on delivering the rest of the furniture for free once it comes in.