Ashley Furniture Home Store

We apologize for any miscommunication that's occurred. Customers can cancel merchandise without accruing any penalties in the following ways:1. Customers can cancel before 72-hours. 2. Customers can cancel if the furniture takes over 8 weeks to come in (unless special-order items).The...

restocking fee is due to it having already been ordered. The merchandise was ordered specifically for the customer and so once it's ordered and the store, which has a minimal space for furniture, has to figure out a way to use up space for it. Thus, the fee.That said, the furniture has arrived and is ready to be delivered. The furniture arrived well-within the 2-8 week period.

We've tried to suggest that the customer reselects and have offered to repair the end tables. Customer has refused and yelled many profanities at our staff. We have went beyond what is required to try and satisfy this customer, to no avail.The end tables can still be picked up by the customer, but...

we're most certainly not going to refund the price of the end tables and give them away to this customer for free. If the customer has an issue with this, they are more than welcome to try their luck in court.

As per customer's invoice, a cancellation is not possible given the time it's been at the customer's home. We are obligated to repair the furniture to manufacturing specifications, or replace with brand new ones if the issue is not repairable. In this case, the customer has not even allowed us to...

attempt to replace the furniture, instead, insisting on an immediate refund. The 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 72 hours after delivery (which, even then, accrues a restocking fee). We are perfectly happy with exchanging damaged furniture for brand new items. We will not, however, cancel the entire invoice after the furniture has been in the customer's possession for so long, as per our contract.

Upon checking the customer's complaint, we have determined that the customer's merchandise is not a manufacturing defect, and it most certainly wasn't a used item before delivery in 2015.  We have sent a factory-trained service technician to review the items in question and he determined that...

none of the items are defected. Unfortunately, there is nothing more we can do given these findings.

We sincerely apologize about the missing hardware. As we have relayed to the customer, the hardware was ordered as of July 72017. We have also offered the customer a $75.00 gift card as compensation.

[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:If the technician did an excellent job than the tear would have been fixed. The tear is on the seam of the couch. This is not a pair of pants, I don't know what I could have done to cause the seam to rip. I don't have small children, we do not have many people that use our furniture on a daily basis. In 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 couch. I think it is clear that neither of those options would have fixed my problem, similar to your service technicians not actually fixing my couch. It's another option that would put a band aid on this problem but not truly offer the customer service or support I deserve. I have no hope that you will help me, but I do hope that this is posted for other people to see. My intention is to let other hard working people who save to buy furniture and improve their home will go elsewhere. We have a couch from the room store that has lasted 10 years in our basement and one from [redacted] that has lasted 5 years in our formal living room. This couch did not last 3 months before tearing, and the way you treat your customers is insulting. I will continue to make phone calls and write letters because I know I deserve a new couch, your technicians did not fix the tear. Now 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 calls. I would appreciate getting the customer service and care that my hard earned money deserves,
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]

[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:
This piece of "wood" is particle board, so having a knot in it would be highly unlikely. How any consumer could have caused this piece to break through normal use is beyond me. I would assume that these pieces of furniture are built and designed to handle, at a minimum, the weight of 3 regular sized adults without failing - unless there was a deficiency in the item to begin with. This sofa was never subjected to a weight bearing requirement that would even come close to what it should have been able to handle, and yet this piece cracked completely through the middle (please see attached picture). Your classification of this as being "consumer caused" indicates to me that you either assume that I did this on purpose or that I subjected this piece of furniture to some obscene amount of stress; neither of which is the case. There was no use of this item that should've caused this part of it to break.I will continue to reject these responses until I receive some form of resolution in your response. I'm utterly frustrated that you seem to have no desire to come to a resolution of this issue. Placing blame is not a resolution - it's avoidance of the issue.
Regards,
[redacted]

no , not yet
I keep telling them , either they deliver the rest of the furniture ,so I can pay
or come to pick it up
it seems they want their money without delivering the remain  pices
thank you

We just confirmed that the invoice has indeed been cancelled. The customer can contact their financing company to reconfirm.

I cannot find anything regarding the customer's sofa. If there is an issue with the sofa, the customer may contact us so that we can look into whether or not the purported damages are manufacturing defects or not.Regarding the customer's bed, the customer was informed during the delivery by our...

staff that to keep the bed in the home (rather than returning it with the delivery drivers as soon as it was found that it would not fit) would result in her having to keep the bed. The bed has now been in the customer's home for over one month. We will allow the customer to return the bed, but only in the condition that the customer pay a restocking fee and the rest returned as store credit (as per the store guidelines).

The customer made the purchase of the furniture on December 16. As of today, December 22, most of the furniture (with the exception of 2 blue pillows) has arrived at our warehouse in Middleriver, awaiting to be scheduled for a delivery. This process is well within our usual 2-6 week period from...

ordering to delivery. The customer can call to schedule a delivery at any time or, alternatively, can opt to pick up the merchandise from the Middleriver warehouse if they choose.

We apologize for the issues the customer has had with the recliners. We have reordered both recliners and will exchange them free of charge once they arrive at our warehouse in early March.

[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:From: Revdex.com of Metro Washington DC <[email protected]>Date: Wed, Dec 6, 2017 at 9:55 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Wed, Dec 6, 2017 at 9:19 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I have mot heard from the vendor as of yet.  I truly appreciate your feedback.  I have to believe they are still playing games and giving you  the run around I will except what they told you to no expense to me.  I am still waiting though, the management should reach to seeing as though I have spent over six thousand dollars with them, ouch.  Best regards[redacted]Regards,[redacted]

We apologize for the delayed response; we have contacted the customer and gave him the following two options:1. We can schedule a technician to insert the proper parts on the chest.2. We can retrieve the item and refund the customer their money back in its entirety.

[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 refused the chair during the initial pick up; upon exmaination the store found no damages to the chair. The customer since disputed various charges. There's nothing more to add, other than the customer was not charged for the chair since it was canceled after the customer refused it initially. The customer still has the sofa.

I am terribly disgusted with the quality of thie sofa. The part they sent me got here and was fone but little did I notice on the side that wasnt replaced the thread is coming apart on the back cushion this is the poorest quality sofa I think I have ever purchased. I am tired of running back and forth. They should send someone to make it repair it or give me a partial refund and I will get it fixed myself.

We understand that the customer was unsatisfied with the cushions for the merchandise. We have sent a technician to inspect who determined that the perception could be corrected by installing extra padding on the cushions. Therefore, the issue was not a manufacturing defect. We have offered to...

provide this cushion, have a tech install it and provide the customer with a $100.00 gift card to be used at any time.

If the customer purchased in January 2011 then the 5 year expiration mark was in January 2016. We do not have records indicating that the customer has tried to contact the store to receive credit for the warranty and likely the claim is far too late outside of the claim window.