Ashley Furniture Home Store

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

We apologize for the inconvenience; we are looking into the matter and will contact the customer as soon as possible.

[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.

The customer has been informed that should they want, they can come to the store (with the table in question) and exchange it for the floor model.

We apologize that the customer had an unpleasant experience with the drivers. We will certainly investigate the matter so that we can prevent rude demeanors in the future. In the meantime, we've been working with the customer so that we may repair the furniture, and if necessary, replace.

The customer's furniture was delivered originally on 1/13. Later in the month, an issue was reported with the furniture. We opted to exchange the furniture for brand new furniture pieces. We hope this resolves the issue.

We are completely aware of the damages to the merchandise that the customer noted. As of November 30, the customer was contacted (no response, voice message left) in order to inform the customer that we have ordered the parts from the manufacturer. Once the parts arrive, we will contact the customer...

to schedule a time for the technician to make the repairs. This process will take up to one month, but we are confident that the issues the customer is experiencing with the furniture will be resolved.

[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 NOT satisfactory to me, but recognize that there is nothing I can do. 
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:
The person that came to inspect only came to look at the spring of the sofa I feel that the sofa wasn't properly inspected ..I still feel that I should have a refund or my sofa replaced
Regards,
[redacted]

we sincerely apologize for the issues the customer experienced. We have attempted to repair this item multiple times and obviously would not have simply left it if we felt this issue was not repairable. If 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.

We apologize for the incident. I have called the customer and cancelled the order. The customer may go into the the store to receive a full refund using the credit card used during the purchase. We hope this has been a satisfactory resolution for the customer.

The cancellation fee for the furniture should be around $183.00 based on the total price of the furniture (sans taxes and shipping fee). The customer can confirm this by contacting the store where the purchase was made directly so that they can confirm their charges. The remaining amount will be credited towards future purchases.

Thank you for sharing the concerns of Mr. [redacted] with us.  Please note that we have attempted to be flexible with his schedule to allow us to inspect and service, and if necessary, replace the items he has a complaint with.  He has not been willing to confirm a time when we could...

attempt to do this.  We are more than willing to take care of his furniture, if he will allow us to.  Please note that this was purchased through an in-store credit and therefore is not refundable. Thank you! [redacted], Customer Service ManagerASHLEY HOMESTOREHattiesburg, Meridian, McComb MS and Macon, GA

I understand the customer's reticence about the same set; however, as per our policy, if we cannot repair to satisfaction, we exchange. We are confident that the set itself will be in good condition as it is brand new. The 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.

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

Unfortunately, this claim has already been conducted over a year and the furniture is now beyond its manufacturing warranty. When it was conducted, the Service Department requested pictures to review the merchandise. The Service Department has determined that the issues raised were not manufacturing...

defects. However, we understand that the customer is dissatisfied. As compensation, we are perfectly willing to offer a $75.00 gift card for the customer which could be used at any of our locations.

[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]

We do not sell individual parts because we do not manufacture any furniture. We sell furniture wholesale and although we do provide individual parts for customers who have purchased from us and whose furniture needs those individual parts due to damages, we only do so because the manufacturers...

provide us with those parts per order.

Customer service has issued a request for the furniture to be repaired by an independently contracted furniture repair company. Since the customer is well-within their one-year manufacturing warranty, if the merchandise is not repaired to their satisfaction, we will happily exchange the items for...

new ones. We apologize for the customer's experience with the store management; however, all post-purchasing issues will be handled by the customer service and not by the individual stores, as it is the customer service department which specifically deals with manufacturing issues. We thank the customer for their continued patience while we work to resolve the issues they are having. They can reach the customer service line directly at ###-###-#### (specifying the customer service option rather than the particular store where the purchase was made).

Just as a point of clarification, the customer did use their GBS warranty for one of the items - and GBS did exchange one of the claimed items. Therefore, it doubtful GBS will cancel the warranty at this point as it was already used. Is the customer still interested in canceling the GBS warranty on the other invoice?